Rajiv Gandhi Jeevandayee Aarogya Yojana Society...Rajiv Gandhi Jeevandayee Aarogya Yojana Society...
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Rajiv Gandhi Jeevandayee Aarogya Yojana Society Government of Maharashtra
Aarogya Bhavan Fourth Floor, St. Georges’ Hospital campus,
Near CST station, Mumbai 400001, Maharashtra
Request For Proposal for
Empanelment of Manpower Agency for
Rajiv Gandhi Jeevandayee Aarogya Yojana Project
Website: www.jeevandayee.gov.in
Email: [email protected]
Phone: 022-22626755
RFP for the Empanelment of Manpower Agency for RGJAY Project
Rajiv Gandhi Jeevandayee Aarogya Yojana, Government of Maharashtra Signature and Stamp of Tenderer Page | 2
Tables of Contents
1. Invitation for Proposal ........................................................................................................... 6
2. RFP Schedule - Important Dates ............................................................................................. 7
3. Instruction to the Applicants .................................................................................................. 8
3.1. Terms Used ................................................................................................................... 8
3.2. Submission of Proposal .................................................................................................. 8
3.3. Method of Submission of Proposals ................................................................................ 8
3.4. Late Submission ............................................................................................................. 9
3.5. Cost of Bidding .............................................................................................................. 9
3.6. Opening of proposal....................................................................................................... 9
3.7. Earnest Money Deposit .................................................................................................. 9
3.8. Erasures or Alternations and Signing of Proposal Offers ................................................. 10
3.9. Costs and Currency ...................................................................................................... 10
3.10. Fixed Price ............................................................................................................... 10
3.11. Offer Validity Period ................................................................................................. 10
3.12. Right to Alter Items .................................................................................................. 10
3.13. Modification and Withdrawal of Offers...................................................................... 10
3.14. Preliminary Scrutiny ................................................................................................. 10
3.15. Clarification of Offers................................................................................................ 11
3.16. Amendment of bidding Document ............................................................................ 11
3.17. Language of Proposal ............................................................................................... 11
3.18. Confidentiality.......................................................................................................... 12
4. Introduction to Rajiv Gandhi Jeevandayee Aarogya Yojana .................................................... 13
5. Project Scope of Work ......................................................................................................... 15
5.1. Category and Grades of the resources........................................................................... 16
5.2. Head Office ................................................................................................................. 16
5.2.1. Call Center ........................................................................................................... 17
5.2.2. Grievance............................................................................................................. 18
5.2.3. Training and Capacity Building............................................................................... 19
5.2.4. Empanelment....................................................................................................... 20
5.2.5. Health Camps ....................................................................................................... 22
RFP for the Empanelment of Manpower Agency for RGJAY Project
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5.2.6. Audit.................................................................................................................... 23
5.2.7. IT & MIS ............................................................................................................... 24
5.2.8. IEC Publicity ......................................................................................................... 25
5.2.9. Back Office support .............................................................................................. 25
5.3. Regional Office ............................................................................................................ 26
5.4. District Office .............................................................................................................. 28
5.5. Aarogyamithras/Hospital Support Staff ......................................................................... 30
5.6. Field Level staff............................................................................................................ 31
5.7. Indicative salary benefits .............................................................................................. 31
6. Payment Schedule ............................................................................................................... 34
7. Service Level Agreement...................................................................................................... 35
7.1. Service Level Objectives ............................................................................................... 35
7.2. SLA definition, Measurement and Monitoring ............................................................... 35
7.3. Force Majeure ............................................................................................................. 37
8. Qualification Criteria and Proposal Evaluation....................................................................... 39
8.1. Prequalification Criteria................................................................................................ 39
8.2. Evaluation and Selection Criteria .................................................................................. 39
8.3. Structure of the Proposal Response .............................................................................. 40
8.4. Contract Negotiations .................................................................................................. 41
8.5. Notification of Award ................................................................................................... 41
8.6. Deciding Award of Contract .......................................................................................... 41
9. Terms and Conditions Governing the Contract ...................................................................... 42
9.1. Signing of Contract....................................................................................................... 42
9.2. Performance Bank Guarantee (PBG) ............................................................................. 42
9.3. Validity Period of the contract ...................................................................................... 43
9.4. Responsibilities of Applicant ......................................................................................... 43
9.5. Resolution of Dispute ................................................................................................... 43
9.6. Arbitration................................................................................................................... 43
9.7. Conflict of Interest ....................................................................................................... 43
9.8. Governing Language .................................................................................................... 43
9.9. Applicable Laws ........................................................................................................... 43
9.10. Indemnification ........................................................................................................ 43
10. Annexures ....................................................................................................................... 45
RFP for the Empanelment of Manpower Agency for RGJAY Project
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10.1. Annexure A: Company Profile.................................................................................... 45
10.2. Annexure B1: Technical qualification proposal checklist.............................................. 46
10.3. Annexure B2: Compliance Certificate Format ............................................................. 48
10.4. Annexure B3: Technical Evaluation Criteria ................................................................ 49
10.5. Annexure C: Clarification seeking format ................................................................... 49
10.6. Annexure D: Format for Commercial Proposal........................................................... 50
10.7. Annexure E - Proposal Covering Letter ....................................................................... 51
10.8. Annexure F - Performance Bank Guarantee Form (PBG).............................................. 52
10.9. Annexure G - Self Declaration Form for not having pending cases in court of law ......... 53
10.10. Annexure H - Notarized Affidavit ............................................................................... 53
10.11. Annexure I - Draft Contract Form (CF)........................................................................ 54
10.12. Annexure J - Format for Bank Guarantee for EMD ..................................................... 56
10.13. Annexure K - Details of Regions in Maharashtra ........................................................ 57
10.14. Annexure J - Department wise Work Profile and Skills Requirement ............................ 58
10.15. Annexure K - Organogram......................................................................................... 62
RFP for the Empanelment of Manpower Agency for RGJAY Project
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Important Clarifications
Following terms are used in the document interchangeably to mean:
'RFP’ means this Request for Proposal document
‘Proposal’ may be interchangeably referred to as ‘Offer’
‘RGJAYS’ means Rajiv Gandhi Jeevandayee Aarogya Yojana Society
GoM means Government of Maharashtra
‘PBG’ refers to Performance Bank Guarantee
The term ‘Applicant’, ‘Selected Applicant’ and ‘Successful Applicant’ are used
interchangeably throughout the RFP document
RFP for the Empanelment of Manpower Agency for RGJAY Project
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1. Invitation for Proposal
‘The Rajiv Gandhi Jeevandayee Aarogya Yojana Society’ (hereinafter referred to as the
“RGJAYS”) invites the proposal for empanelment of the Manpower Agency (MPA) to provide
and manage the staffing requirements for implementation of the Rajiv Gandhi Jeevandayee
Aarogya Yojana (RGJAY) across the State of Maharashtra.
The proposal document can be purchased by the interested applicants (by providing an
application on the letter head that the person is authorized to collect the document) from
the office of the Rajiv Gandhi Jeevandayee Aarogya Yojana Society, 4th Floor "AAROGYA
BHAVAN, St. Georges Hospital Compound, Mumbai - 400 001 on payment of non-refundable
proposal document fee Rs.2000/- by demand draft from 17th November 2012 to 6th
December 2012 during office hours (10.00am to 17:00 pm) or the same can be downloaded
from website www.jeevandayee.gov.in.
The details are given below –
Proposal Reference No. Rajeev Gandhi Jeevandayee Aarogya Yojana/RFP-UOP 6/2012-13
Proposal fee(Non
Refundable)
Rs. 2,000 (Rupees Two Thousand Only)
This will be in the form of Demand Draft (DD) of a nationalized bank drawn in favour of “Rajiv Gandhi Jeevandayee Aarogya
Yojana Society, Mumbai” payable at Mumbai. Earnest Money Deposit cccc(EMD) (Refundable)
Rs. 5,00,000(Rupees Five lakhs Only) This will be in the form of a Demand Draft of a nationalized bank in favor of “Rajiv Gandhi Jeevandayee Aarogya Yojana
Society, Mumbai” payable at Mumbai to be submitted along with the Proposal Covering Letter (Annexure –E).
Address for Communication Office of the Rajiv Gandhi Jeevandayee Aarogya Yojana Society 4th Floor, Aarogya Bhavan, St. Georges Hospital Compound, Mumbai - 400 001 Phone No.: 022-22626755 E-mail: [email protected]
Telephone Number Phone No.: 022-22626755
RFP for the Empanelment of Manpower Agency for RGJAY Project
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2. RFP Schedule - Important Dates
Event Target Date
Start date of sale / availability of RFP
document (in person and through
download)
17th November 2012 to 6th December
2012(10:00 hrs. to 17:00 hrs.)
Last date and time to send in requests for
clarifications on the RFP 22nd November 2012
Pre- Proposal Conference 1500 hours 23rd November 2012
Last date for purchasing the RFP
document 6th December 2012
Last date and time for submission of
proposals (both technical proposal) 1400 hours on 7th December 2012
Opening of Technical Proposal 1500 hours on 7th December 2012
Address for submission of proposal
response
Office of the Rajiv Gandhi Jeevandayee
Aarogya Yojana Society, 4th Floor, Aarogya
Bhavan
St. Georges Hospital Compound, Mumbai
400 001
Phone No.: 022-22626755
E-mail: [email protected]
Presentation by the applicants To be intimated in due course of time
Declaration of Award of Contract To be intimated in due course of time
Applicants are required to note carefully, the requirements for submitting the proposals as
set-forth in this proposal document, and the date and time for submission of Proposals
(Technical). Late proposals and proposals without the required EMD and Proposal Fee shall
not be considered for evaluation and shall either not be received or returned unopened.
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3. Instruction to the Applicants
3.1. Terms Used
“Eligible Applicant” means applicant satisfying technical qualifying criteria.
The term “Purchaser" means Chief Executive Officer, Rajiv Gandhi Jeevandayee Aarogya
Yojana, Mumbai.
“The Vendor” means the successful applicant or the dealer of the successful applicant with
whom the Purchaser enters into Contract against this RFP.
"The term Contract" means an agreement entered into by the Purchaser with the successful
applicant by signing a contract form in a given format by the parties, including all the
attachments and appendices thereto, and all documents incorporated by reference therein;
"The Contract Price" means the price payable to the Vendor under the contract for the full
and proper Performance of its contractual obligations;
"Services" means services to be provided as per the requirement mentioned in the scope of
work;
“Noncompliance” means failure/refusal to comply the terms and conditions of the
proposal;
“Non responsive” means failure to furnish complete information in a given format and
manner required as per the proposal documents or non-submission of proposal offer in
given Forms / Pro forma or not following the procedure mentioned in this RFP/ required
details or documents are missing/ not clear/not submitted in the prescribed format or non
submission of proposal fee or EMD.
3.2. Submission of Proposal Sealed Proposal offers shall be received before the time and date specified in the schedule
in this RFP. In the event of the specified date for the submission of proposal offers being
declared a holiday, the offers will be received up to the appointed time on the next working
day. The RGJAYS may, at its discretion, extend this deadline for submission of offers by
issuing corrigendum and uploading the same on the website. Telex, cable or facsimile offers
will be rejected.
3.3. Method of Submission of Proposals Technical Offers should be submitted by the applicants only and proposals should be
submitted on or before last date of submission.
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3.4. Late Submission The proposals submitted late shall not be considered or returned unopened or liable to be
rejected by the department as per its discretion. Late proposal on any account shall be
rejected summarily. Delay due to Post or any other reason will not be condoned.
3.5. Cost of Bidding The Applicant shall bear all costs (whether in terms of time or material or money) associated
with the preparation and submission of its proposal including but not limited to attending
meetings, discussions, demonstrations etc. and providing any additional information
required by the department, and the purchaser will in no case be responsible or liable for
these costs, regardless of the conduct or outcome of the proposal process.
3.6. Opening of proposal On the date and time specified in the proposal notice following procedure will be adopted
for opening of proposal for which agency is free to attend himself or depute an authorized
officer as his representative.
Opening of Technical proposal -Technical proposal of the agency will be opened in the
presence of proposal opening authority and in the presence of agency / their
representatives
3.7. Earnest Money Deposit
The applicant needs to submit the Earnest money deposit (EMD) for Rs. 5,00,000 (Rupees
five Lakhs Only) along with the proposal form. EMD must be submitted in the form of a
demand draft or bank guarantee from any nationalized or scheduled bank in the form
provided in the proposal document (Annexure J) and valid for 60 days beyond the validity of
the proposal in favor of ‘Rajeev Gandhi Jeevandayee Aarogya Yojana Society, Mumbai ’.
Offers without Earnest Money Deposit will be rejected. Agency shall not be entitled for any
interest on EMD.
EMD will be returned to the successful applicants only after it submits a Performance Bank
Guarantee (PBG) as per the format given in Annexure F which will be 10% of the value of
contract expected through this RFP at the time of signing the contract. Unsuccessful
agency's EMD will be discharged / returned within 60 days after the expiration of the period
of proposal offer validity prescribed by the purchaser.
The EMD / Proposal Security may be forfeited if the applicant fails:
To execute the agreement / contract within given period of time from the date of
the issue of the Letter of the Intent.
To submit PBG as specified in the terms and conditions.
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3.8. Erasures or Alternations and Signing of Proposal Offers The original Proposal Offer shall be signed by the Applicant or a person or persons duly
authorized to the sign such documents. Such authorization shall be indicated by power-of-
attorney accompanying the proposal offer. The person or persons signing the proposal offer
shall initial all pages of the proposal offer (technical proposal response), except for any un-
amended printed literature.
The Proposal Offer shall contain no interlineations, erasures or overwriting except as
necessary to correct errors made by the Applicant, in that case such corrections shall be
initialed by the person or persons signing the offer.
3.9. Costs and Currency The price will remain fixed for the period of the contract and no changes for any reason
what so ever will be allowed. The applicant shall bear all the costs associated with the
preparation and submission of its proposal, and the purchaser will in no case be responsible
or liable for these costs, regardless of conduct or outcome of bidding process.
3.10. Fixed Price The Commercial Offer shall be on a fixed price basis exclusive of all taxes like service tax,
etc. All the taxes and levies will be paid on as per actual basis.
3.11. Offer Validity Period
The proposal offer must be valid maximum for 24 months from the date of opening of the
proposal.
3.12. Right to Alter Items The Purchaser reserves the right to include or exclude any proposal item/s and to make
change in specifications of any items, in this case the number of resources or jobs. The
selected applicant will have to comply with the alterations done.
3.13. Modification and Withdrawal of Offers The Applicant may modify its proposal by way of submitting supplement with a request to
specific amendment in the original proposal submitted, provided a written request for the
same is received by the Purchaser before closing of the submission of proposal. However,
withdrawal of original offer will not be allowed. No offer can be modified by the Applicant,
subsequent to the closing date and time for submission of offers. If date of submission is
extended due to some reasons, modification in offer is possible till extended period
provided proposal has not been opened.
3.14. Preliminary Scrutiny Prior to the detailed evaluation, the Purchaser will determine the substantial responsiveness
of each offer to the proposal documents. For the purpose of this Clause, a substantially
responsive proposal is one, which is in conformity with all the terms and conditions of the
RFP for the Empanelment of Manpower Agency for RGJAY Project
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Proposal Documents without any material deviations. The purchaser’s determination of an
offer’s responsiveness will be based on the contents of the proposal offer itself without
recourse to extrinsic evidence.
RGJAYS, GoM will scrutinize the offers in respect of their completeness, submission of
technical documents duly signed, etc. The Purchaser will short-list technically qualified
applicants based on compliance of the pre-qualification criteria mentioned in Annexure B1.
The RGJAYS, GoM reserves the right to waive any minor infirmity or irregularity in the
proposal offer on recommendation of the committee, if he finds, it is in the interest of the
Government. The decision in these regards of RGJAYS, GoM will be final and binding on all
Applicants.
3.15. Clarification of Offers
To assist in the scrutiny, evaluation and comparison of offers, the Purchaser may, at
its discretion, ask some or all the Applicants for clarification of their offers on any of
the points mentioned therein and the same may be sent through email, facsimile.
However, in such cases, original copy of the technical clarifications shall be sent to
the Purchaser through courier or in person. The request for such clarifications and
the response shall be in writing.
3.16. Amendment of bidding Document
At any time prior to the deadline for submission of proposals, the purchaser may, for
any reason, whether on its own initiative or in response to the request for
clarification by a prospective applicant, modify the bidding documents.
All prospective applicants who have attended the pre-proposal conference
/purchased the bidding documents will be notified of the amendment in writing.
In order to allow prospective applicants reasonable time to take into the
consideration the amendments while preparing their proposals, the purchaser at its
discretion may extend the deadline for the submission of proposals.
Any addendum/corrigendum as well as clarification thus issued shall be a part of the
Proposal documents and it will be assumed that the information contained in the
amendment will have been taken into account by the Agency in its proposal.
3.17. Language of Proposal The proposal, as well as all correspondence and documents relating to the proposal
exchanged by the applicant and the purchaser, shall be in English language only. Supporting
documents and printed literature furnished by the applicant may be in another language
provided they are accompanied by an appropriate translation in English language and in
such a case, for purpose of interpretation of the proposal, the translation shall govern.
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3.18. Confidentiality a. As used herein, the term “Confidential Information” means any information,
including information created by or for the other party, whether written or oral,
which relates to internal controls, computer or data processing programs,
algorithms, electronic data processing applications, routines, subroutines,
techniques or systems, or information concerning the business or financial affairs
and methods of operation or proposed methods of operation, accounts,
transactions, proposed transactions or security procedures of either party or any of
its affiliates, or any client of either party, except such information which is in the
public domain at the time of its disclosure or thereafter enters the public domain
other than as a result of a breach of duty on the part of the party receiving such
information. It is the express intent of the parties that all the business process and
methods used by the Applicant in rendering the services hereunder are the
Confidential Information of the Applicant.
b. The Applicant shall keep confidential any information related to this proposal with
the same degree of care as it would treat its own confidential information. The
Applicants shall note that the confidential information will be used only for the
purposes of this proposal and shall not be disclosed to any third party for any reason
whatsoever.
c. At all times during the performance of the Services, the Applicant shall abide by all
applicable security rules, policies, standards, guidelines and procedures. The
Applicant should note that before any of its employees or assignees is given access
to the Confidential Information, each such employee and assignees shall agree to be
bound by the term of this proposal and such rules, policies, standards, guidelines and
procedures by its employees or agents.
d. The Applicant should not disclose to any other party and keep confidential the terms
and conditions of this Contract agreement, any amendment hereof, and any
Attachment or Annexure hereof.
e. The obligations of confidentiality under this section shall survive rejection of the
contract.
f. Any effort by the agency to influence the Purchaser in the Purchaser's proposal
evaluation, proposal comparison, or contract award decisions may result in the
rejection of the Agency's proposal.
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4. Introduction to Rajiv Gandhi Jeevandayee Aarogya Yojana
The prime objective of the ‘Rajiv Gandhi Jeevandayee Aarogya Yojana’ scheme is to
‘improve access of Below Poverty Line (BPL) and Above Poverty Line (APL) families
(excluding White Card Holders as defined by Civil Supplies Department) to quality medical
care for identified specialty services requiring hospitalization for surgeries and therapies or
consultations through an identified network of health care providers’.
The phase I of the scheme is already live in 8 districts – Amravati,, Dhule, Nanded, Mumbai
and Mumbai Suburbs, Gadchiroli, Raigad and Solapur - from 2nd July 2012, covering around
49 lakhs beneficiary families. The RGJAY– Phase-I covers 30 specialized service categories
having 972 procedures and 121 follow up procedures. The scheme will be further extended
to other districts to cover the entire State of Maharashtra.
Implementation Framework of the Scheme
The Rajiv Gandhi Jeevandayee Aarogya Yojana is implemented through a g roup of hospitals
which may be government hospitals, private hospitals, day care centers, dialysis centers,
etc. who gets empanelled with the scheme for providing the scheme benefits to the
beneficiaries. The hospitals are selected through a systematic process of empanelment
conducted by Society and the third party administrator.
The beneficiaries of the scheme are citizens holding the Yellow/ orange ration cards with
annual income of Rs. 100000 or below. The Society issues a health card to the beneficiaries
based on the Food & civil supply department’s data. It is envisaged that the scheme will
provide cashless treatment to any enrolled beneficiary in any empanelled hospital.
For facilitating the treatment of the beneficiaries in the hospitals, each empanelled hospitals
will have more than one Aarogyamithra on a 24 x 7 basis who will enroll the beneficiaries,
guide the beneficiaries for diagnosis to the doctor, ensure that the patient gets treatment
and surgery as per scheme, ensure that the patient gets the post-operative treatments, etc.
The implementation framework of the scheme is illustrated in the following diagram:
RFP for the Empanelment of Manpower Agency for RGJAY Project
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RFP for the Empanelment of Manpower Agency for RGJAY Project
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5. Project Scope of Work
The RGJAY society is planning to empanel more than one manpower agencies to provide
staffing requirements for the project. The manpower agency has to manage the field
operations of the scheme including the head office/project office, regional office, district
office and field office. Empanelled Manpower agencies need to assist RGJAYS to form the
strategy for manpower management. Empanelled manpower agencies formalize the
reporting structure, reporting formats, standards Human resource related metrics e.g.
Education Qualification matrix (EQ matrix), KPIs and KRAs, performance based incentive
structure etc. as per instructions from the Society.
The resources selected shall be borne on the rolls of Manpower Agency (MPA). All activities
relating to payroll management and all statutory/compliance requirements such as P.F. and
E.S.I., relating to deployment of the resources shall remain the responsibility of MPA only.
MPA shall maintain and update relevant documentation / records for all resources. The
MPA will act as a pure agent of RGJAY Society for handling all Human Resources (HR) related
issues.
In all cases, MPA shall share authentic details of credentials of all shortlisted and selected
candidates including their curriculum vitea and bio data. The manpower selection and
deployment (including advertisement, short-listing of candidates, written tests, if any,
schedule of interviews, selection of resources) shall be completed as per timelines decided
by the Society. The MPA shall also maintain ten percent of the contracted strength ‘on
panel’ to meet the replacement/substitution and additional resource requirements within
the time period specified in Service Level Agreement.
Society reserves the right to interview the personnel either on its own or through an
appointed representative before their deployment. The MPA has to provide minimum of
three resources as options to the Society for interview against each profile. Society reserves
the right to reject all the three options provided by the MPA, if found unsuitable for the
profile. The numbers of resources mentioned in the subsequent sections are indicative and
may vary as per the requirement of society; selected MPA agrees to provide the manpower
timely in order to run the scheme smoothly. Society reserves the right to demand as many
number of resources, above or below the indicative requirement mentioned under
annexure D, on need basis and the Manpower agency shall be bound to provide them as per
the service levels. Society also reserves the right to hire resources outside the Manpower
agencies empanelled.
Society also reserves the right to reject any or all the resources supplied, even after
deployment, if they do not conform to the required qualifications or performance
specifications (i.e. if their performance is not satisfactory) or where the resource is absent
for 3 consecutive working days without any reasonable cause. The decision of the Society
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shall be final and binding in the matter. Society also reserves the right to instruct the MPA to
terminate the services in respect of any or all the resources deployed, by giving a notice
period, in which case, a substitute shall be provided by the applicant as per SLA.
The applicant shall comply with the timelines as per SLA in respect of any substitution of
resources. For substitutions as well as for any delay in deployment of resources, penalties
shall also be payable by the MPA as per provisions in SLA.
The MPA shall provide digital formats and mechanism to check/record the credentials,
payroll, etc. of each resource and share the same with Society. The Society shall provide
digital mechanism to register the attendance of the resources for the purpose of calculation
of the monthly payments.
Deployment of the resources shall not entitle the resources to any permanent employment
with Society. The MPA shall undertake to indemnify Society against any such claims by the
personnel deployed by them.
The applicant should not assign or sublet the selection or deployment to any other agency.
Based on the organogram, the details of the resource requirements are as follows:
5.1. Category and Grades of the resources The resources required are categorized as given below and each category will have different grades
of employees.
Category Grades in hierarchy
Executive G1 < G2 < G3
Officer G1 < G2 < G3
Manager G1 < G2
Senior Manager G1 < G2
5.2. Head Office Head Office will form the official address for all communication and transaction with regard
to the performance of the service agency. Head Office will provide support services for the
implementation of the project. The following departments are envisaged at the Head Office
which provide support and enable the smooth implementation of the scheme at field level.
Head Office will have the following staff for managing all districts across Maharashtra:
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources
RFP for the Empanelment of Manpower Agency for RGJAY Project
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1. Senior Manager G2 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then experience
should be
considered)
>15 years 2
2. Senior Manager G1 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then experience
should be
considered)
>10 years 3
Work Profile and skills requirement:
Should have experience in a health insurance/ healthcare service delivery set up for
at least 5 years.
Project Management skills, should have led projects for at least 4 years
Human resource management skills, should have at least 50 people reporting to him
directly or indirectly
The departments to be functional in the head office are as follows:
5.2.1. Call Center
Call Center has executives and supervisors to handle all the incoming and outgoing phone
calls 24 x 7. The call center manager responsibilities will include the following:
Send call center reports to the Society on daily basis
Ensuring sufficient manpower in each shifts
Take necessary measures to minimize missed calls and call drops
Ensuring reporting and escalation of unresolved calls to the Society.
Work Profile and skills requirement:
Exposure to customer care and grievance redressal required.
Should have work experience in process driven/SLA defined environment.
Should be able to communicate in Marathi, Hindi and English
Familiarity with call center application
RFP for the Empanelment of Manpower Agency for RGJAY Project
Rajiv Gandhi Jeevandayee Aarogya Yojana, Government of Maharashtra Signature and Stamp of Tenderer Page | 18
Officers and manager should have experience in managing executives reporting to
them
For officers and managers, service quality management skills and training on areas
like 6 sigma required
Call Center will require the following indicative staffing:
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources
1. Executives G1 Graduate degree > 1 years 100
2. Officer G1 Graduate degree > 3 years 5
3. Officer G2 Graduate degree and
MBA/ or equivalent
degree in PG (If not MBA
then +2 years’ experience
should be considered)
> 2 years 2
4. Manager G2 Graduate degree and
MBA/ or equivalent
degree in PG (If not MBA
then + 2 years’ experience
should be considered)
> 7 years 1
5.2.2. Grievance
Grievance team is required for monitoring and grievance redressal purpose. The
responsibilities include:
Monitor patient grievance and resolve it by assigning the grievance to the right
department or personnel for addressing the grievance
Confirm the satisfactory resolution of the grievance from the
patient/beneficiary/any other stakeholder
Monitor feedback received from patients/beneficiaries/any other stakeholders and
take necessary actions to address and resolve the grievance
Handle grievance redressal
Escalate unresolved/unsatisfactorily resolved grievances to the Society for necessary
action
RFP for the Empanelment of Manpower Agency for RGJAY Project
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S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources
1. Manager G2 Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be considered)
> 7 years 1
2. Executive G2 Graduate degree > 2 years 6
Work Profile and skills requirement:
Exposure to customer care and grievance redressal required.
Should have work experience in process driven/SLA defined environment.
Should be able to communicate in Marathi, Hindi and English.
Familiarity with call center application
Officers and manager should have experience in managing executives reporting to
them
For officers and managers, service quality management skills and training on areas
like 6 sigma required
Exposure to healthcare and insurance/service sector preferred.
5.2.3. Training and Capacity Building
This department will arrange for workshops/training sessions for the capacity building of
Staff. The required training to the trainers will be arranged by the Society:
One training programme per quarter on Health Insurance Administration and claims
processing, for approx. 15-20 professional staff.
Training programme including refresher trainings for Hospital Network Providers one
in a month.
Training for Aarogya Mithras based on the functions
Evaluation of attendees
Evaluation of the feedback
Submission of training report to Society after every training
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
RFP for the Empanelment of Manpower Agency for RGJAY Project
Rajiv Gandhi Jeevandayee Aarogya Yojana, Government of Maharashtra Signature and Stamp of Tenderer Page | 20
resources
1. Manager A First Class
Graduate degree
with postgraduate
degree /MBA
preferred
> 7 years 2
2. Officer G3 A First Class
Graduate degree
with postgraduate
degree /MBA
preferred
>4 years 2
Work Profile and skills requirement:
Experience in planning, content creation and conducting trainings .
Should have experience in training delivery
Fluent communication in Marathi, Hindi and English required
Skills in IT(MS office) is mandatory
Exposure to healthcare and insurance/service industry preferred.
5.2.4. Empanelment
Empanelment wing with required staff will empanel the hospitals in the network as per the
Scheme guidelines and monitor the compliance. The empanelled agency will have to
understand the scheme and its objective to achieve and deliver the desired results of the
scope of work. The required training to understand the RGJAY application and the
empanelment module in the application will be provided by the Society or the agency
appointed by the Society. It will be mandatory for the proposed manpower to attend the
training and achieve a satisfactory performance level in the training.
The agency has to provide adequate manpower for empanelment of hospitals, so as to
ensure free flow of daily MIS and ensure that progress of scheme is reported to Society in
the desired format on a real-time basis.
The team will have to understand the Memorandum of Understanding that will be signed
between the hospital and TPA/Insurance/RGJAYS and its resultant legal binding to ensure
that the hospitals have a clear understanding of the scheme and the contract clauses while
signing the MoU with TPA/Insurance/RGJAYS. It shall also be possible for them to provide
any clarifications to the hospitals on this regard.
Empanelment team responsibilities area as follows:
RFP for the Empanelment of Manpower Agency for RGJAY Project
Rajiv Gandhi Jeevandayee Aarogya Yojana, Government of Maharashtra Signature and Stamp of Tenderer Page | 21
To assist the Society in developing empanelment criteria for Network Hospitals and
dialysis centers.
To assist the Society in identifying the Hospital Network Providers and networking
with them.
Visit the enlisted eligible and possibly willing hospital/dialysis centers to explain the
scheme and contract conditions of RGJAYS.
Support the hospital/dialysis center to apply for empanelment online along with
necessary photos and declarations and to ensure the completeness of the
application submitted.
Associate with RGJAYS to scrutinize the received application and coordinate with the
hospitals to receive the incomplete details, if any.
Associate with RGJAYS to do infrastructure audit of the hospitals and then grade it
appropriately in a structured predefined format.
Maintaining proper record and documentation of the empanelment process of each
hospital, infrastructure audit and scoring results. It shall also include the recording of
the rejection/approval pending reasons of the applied hospital.
Coordinate with Society for conducting the Empanelment Disciplinary Committee
meeting
Ensure that all rejected hospitals are communicated about the reasons of rejection.
Keeping the track of applications which are rejected by society, identifying those
which are eligible for resubmission after six months and facilitate them to resubmit
the application, if eligible.
Negotiation of the rates with the hospitals and finalizing the rates within a
predefined Turnaround Time.
Providing alerts to the Society on the hospitals which are exceeding the TAT in the
negotiation of rates and taking necessary actions to resolve the issues.
Ensuring the signing of the MoU with the hospitals and the TPA.
Addressing any other challenge that comes its way during the empanelment process
and resolving the issues in consultation with the Society within the minimum
specified time.
Reporting the status of empanelment to the Society on a regular basis as decided by
the Society.
The indicative list of manpower required for empanelment is as follows:
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources
1. Manager G2 MBBS /MBA > 7 years 1
RFP for the Empanelment of Manpower Agency for RGJAY Project
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2. Manager G2 DPH/MHA > 7 years 1
3. Officer G3 MBA (Marketing) > 4 years 4
4. Executives G2 Graduate degree > 2 years 4
5.2.5. Health Camps
Health Camps are to be conducted by the network hospitals in various Taluka Head
Quarters/ Gram Panchayats/ Municipalities/ Municipal Corporations.
The responsibilities of the health camp team include:
Assist the network hospitals in conducting medical camps and ensure that the
hospitals follow health camp policies of the Society.
Ensure that the network Hospitals provide necessary screening equipment and the
required specialists and other para-medical staff for the health camp
To ensure, support and monitor that each of the Network Hospitals organizes Health
Camps as per schedule and all Taluka Head Quarters/ Gram Panchayats/
municipalities/Municipal Corporations are covered in the health camp programme.
The health camp department will require the following staff:
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources
1. Manager G2 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then experience
should be
considered)
> 7 years 1
2. Officer G3 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then experience
should be
> 4 years 4
RFP for the Empanelment of Manpower Agency for RGJAY Project
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considered)
5.2.6. Audit
The audit team will be responsible for medical audit and will:
Ensure that all the stakeholders adhere to the highest level of medical ethics.
Provide pre-authorization support to the Society.
Review and reanalyze the preauth rejection cases, pre-auth cancelled cases, claims
rejection cases, etc.
Attend to complaints from beneficiaries received directly or through Aarogyamithras
for any deficiency in services by the hospitals
Ensure proper care and counseling for the patient at network hospital by
coordinating with Aarogyamithras and hospital authorities.
Carry out surprise audits at hospitals at regular intervals and submit report to the
head office
Other responsibilities of audit team include
Ensure claims are paid within the prescribed benefit package and also ensuring the
quality of service being delivered. (At least 25 percent of the cases i.e. those
admitted in the hospital and receiving treatment and auditing of all network
hospitals at least once a year need to be conducted.)
Audit of the enrolment rejection cases, all calls received at call center, grievance
redressal performance, outbound calls, claims pending cases, etc.
The social audit mechanism is as follows:
A letter from Hon‘ble Chief Minister/Health Minister/Society will be dispatched directly to
the address of the beneficiary soon after discharge of the patient (as evident from online
details) enquiring about his present status of health after the treatment under the scheme.
It provides details of the claim such as disease suffered, surgery/therapy done, package
amount approved, enquires about the satisfactory services rendered, etc. A self-addressed
postage paid inland letter is attached to this letter to get specific feedback from beneficiary
about the quality of services, behaviour of Aarogyamithra and hospital staff and his opinion
about the scheme etc. These feedback letters are analyzed and any adverse reporting is
attended to immediately by the grievance department and field staff and resolved. Further
they are uploaded online and made available to the approving officers for viewing of the
feedback letter from the beneficiary facilitating them to analyze the case in totality and
initiate necessary action such as pending of the claim, referring the case to field staff or to
disciplinary committee in case of service deficiency.
The Audit department will require the following staff:
RFP for the Empanelment of Manpower Agency for RGJAY Project
Rajiv Gandhi Jeevandayee Aarogya Yojana, Government of Maharashtra Signature and Stamp of Tenderer Page | 24
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources
1. Manager G2 Specialist Doctor
/MBBS
> 7 years 1
2. Executive G2 A First Class
Graduate degree
> 2 years 4
The Audit team will be reporting to CEO of the society directly.
5.2.7. IT & MIS
The MIS department will ensure the free flow of daily MIS and ensure that progress
of scheme is reported to Society in the desired format on a real-time basis.
The IT & MIS department will ensure that the entire process of back office
operations of e-preauthorization, claim settlement, grievance redressal, and other
activities dependent on the portal are maintained on real-time basis.
Under MIS the collection, collation, analysis and reporting data on a real -time basis is
required.
The MIS department will also coordinate and collect hourly information from
Aarogyamithras, District team and regional team and generates reports as desired
The department should have capability to analyze the data on real time basis.
Candidate with experience in using Business Intelligence tools and other statistical
frame works for continuous monitoring is preferred.
The IT team will provide IT support to the Society.
The manpower resources required are:
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources
1. Manager G2 A First Class
Graduate degree in
IT related fields and
MBA/MCA or
equivalent degree
in PG (If not MBA
then experience
should be
considered)
>7years 1
RFP for the Empanelment of Manpower Agency for RGJAY Project
Rajiv Gandhi Jeevandayee Aarogya Yojana, Government of Maharashtra Signature and Stamp of Tenderer Page | 25
2. Executive G2 A first Class
Graduate degree in
IT related field
>2 years 6
5.2.8. IEC Publicity
Publicity will be an integral component in driving the vision of the programme to the masses
and will ensure that proper publicity is given to the scheme.
The responsibilities include the following:
Awareness Generation among the beneficiaries particularly in the rural areas and
more specifically among the vulnerable sections of the community such as women &
children, Schedule Caste and Schedule Tribe population
Assist in developing the publicity materials including brochures, banners, display
boards, TV ads, print ads, interactive awareness creation meeting in the villages etc.
to be displayed in public places.
Provide continuous feedback to the State Nodal Agency on the methodology and
effectiveness of IEC activities.
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources
1. Manager G2 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be considered)
> 7 years 1
5.2.9. Back Office support
This include functions like Accounts, HR and administration
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources
RFP for the Empanelment of Manpower Agency for RGJAY Project
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1. Manager G2 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then experience
should be
considered)
> 7 years 1
2. Officer G3 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then experience
should be
considered)
> 4 years 3
5.3. Regional Office Regional offices will be established at the regional headquarters which forms the one point
contact for the Head office to coordinate with regional and district administration. The
details of regions are provided under Annexure K. The major departments required in the
regional offices are empanelment, Operations, Audit, Vigilance and back office support
team.
S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources/Region
1 Senior Manager G1 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be considered)
> 10 years 1
Empanelment
2 Manager G1 A First Class >6years 1
RFP for the Empanelment of Manpower Agency for RGJAY Project
Rajiv Gandhi Jeevandayee Aarogya Yojana, Government of Maharashtra Signature and Stamp of Tenderer Page | 27
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be
considered)/MBBS
3 Executives G2 A First Class
Graduate degree
>2 years 1
Operations
4 Manager G1 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be considered)
>6years 1
5 Executives G1 A First Class
Graduate degree
>1 years 1
Audit
6 Manager G1 MBBS >6years 1
7 Executives G1 A First Class
Graduate degree
>1 years 1
Back Office Support
8 Manager G1 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be considered)
>6years 1
RFP for the Empanelment of Manpower Agency for RGJAY Project
Rajiv Gandhi Jeevandayee Aarogya Yojana, Government of Maharashtra Signature and Stamp of Tenderer Page | 28
9 Executives G1 A First Class
Graduate degree
>1 years 7
Vigilance
10 Manager G1 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be considered)
>6years 1
5.4. District Office
District Office will have a district team in charge of monitoring the operations of each
district in Maharshtra. The major departments of district office are health camps & IEC,
Operations, Audit, Vigilance and back office support.
The District level Manager Responsibilities are as follows:
Coordinate and monitor the Aarogyamithra services, health camps, beneficiary
services and trouble shooting.
Coordinate with network hospitals, public representatives, district administration
under the district collector and other stake holders.
Ensure proper and timely conduct of medical camps as per the schedule, arrange for
canvassing for the camp, mobilize patients and follow up beneficiaries.
The district level medical auditors/district coordinator responsibilities are as follows:
Conducting concurrent audits of services delivered by Network Hospitals (At least
25% of the patients undergoing treatment or treated are to be covered under audit)
Auditing quality of service provided to the beneficiaries
Auditing, at least once a year, the medical facilities available in the network hospitals
The Health camp coordinator will work in close liaison with the network hospitals and in
consultation with District Collector and District Development Officer (DDO) for conducting
health camps successfully. The coordinator will also work in coordination with publicity
department, villages, NGOs, etc. for mobilizing the beneficiaries to the camps. The
coordinator will follow up with the referred patients to ensure that they approach the
network hospitals for treatment.
The indicative numbers are given below:
RFP for the Empanelment of Manpower Agency for RGJAY Project
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S. No. Job Profile Min. Qualification Min. Experience Indicative
number of
resources/District
1 Manager G2 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be considered)
> 7 years 1
Health Camps & IEC
2 Officer G3 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be
considered)/MBBS
> 4 years 1
3 Executives G1 A First Class
Graduate degree
> 1 year 2
Operations
4 Officer G2 A First Class
Graduate degree
and MBA/ or
equivalent degree
in PG (If not MBA
then + 2 years’
experience should
be considered)
>2 years 1
5 Executives G1 A First Class
Graduate degree
>1 years 1
Audit
RFP for the Empanelment of Manpower Agency for RGJAY Project
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6 Officer G2 MBBS >2 years 1
5.5. Aarogyamithras/Hospital Support Staff
Aarogyamithras will provide strong facilitation mechanism under the scheme not only to
guide the beneficiary right from his door step but also to create awareness among rural
illiterate poor for effective implementation of the scheme. Further it was contemplated that
the facilitator may be selected among the local populace for effective communication
among these rural poor.
Responsibilities of Aarogyamithras/Hospital Support staff include:
Maintain Help Desk at Reception of the Hospital.
Receive the referred patients
Verify the documents of the patients.
Facilitate the Patient for enrolment, registration, consultation and admission.
Liaison with Hospital Coordinator /administration of the hospital.
Counsel the patient regarding treatment/surgery/therapy.
Facilitate early evaluation and posting for surgery/therapy.
Facilitate hospital send proper pre-authorization.
Follow-up preauthorization procedure and facilitate approval.
Follow-up the beneficiaries before and after surgery/therapy.
Facilitate payment of transport charges as per the guidelines.
Facilitate cashless transaction at hospital.
Facilitate discharge of the patient.
Obtain feedback from the patient.
Counsel the patient regarding follow-up.
Follow-up the patient referred by the hospital during the camps.
Coordinate with the Medical officers for any clarifications.
Send death reports and daily MIS of patients
Facilitate Network Hospital in conducting Health Camps as scheduled
Spread the awareness about the scheme and the scheduled camps in the villages.
Mobilize the patients for camps.
Following up the patients identified in the camp to report to network hospital.
Coordinate with local PR Bodies, Village organizations (VOs), Women Health
Volunteers and Self-Help Groups for effective implementation of the scheme.
Move around the villages and encourage patients to come to avail the benefits of the
scheme.
Educate villagers about the scheme and distribute brochures and other material.
Report as per the defined reporting structure.
RFP for the Empanelment of Manpower Agency for RGJAY Project
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The hospital support staff/aarogyamithras’ are required to serve during night shifts in
certain hospitals and in rotation. The facilitator shall be ready to work in any hospital and in
any location as decided by the Society.
The following qualifications are to be ensured while selecting Aarogyamitas.
Graduate degree from a recognized university
Good communication skills
Prefers to move around the villages
Functional knowledge of computers
Proficient in Marathi Language
5.6. Field Level staff
S. No. Job Profile Min. Qualification Min.
Experience
Indicative
number of
resources
1 Officer G1 Relevant Graduation preferably
First Class (MSW preferred and
relevant experience)
3 years 90 ( 1 per 4
talukas)
2 Executives G3 A First Class Graduate degree 2 years ~1500
3 Executives G2 A First Class Graduate degree 1-2 years
4 Executives G1 A First Class Graduate degree 0-1 years
5.7. Indicative salary benefits
Category Grade
Base
Component
Variable
Component
/ Bonus (%
of base
comp.)
Location Based Allowance *
**Hardship Allowance
Monthly Travel
Allowance
As per actual
(Depending upon Role)
Monthly Communic
ation Allowance
As per
actual
Category A
Category B
Category C
Executive
G1 4500 8% 2000 1500 1000 1000 Upper limit
1000 Upper limit
400 G2 6500 8% 2000 1500 1000 1000
G3 7500 8% 2000 1500 1000 1000
Officer
G1 11000 8% 2000 1500 1000 1000 Upper limit
1500 Upper limit
400 G2 19000 8% 2000 1500 1000 1000
G3 22000 8% 2000 2000 1000 1000
Manager G1 30000 8% 4000 2500 - 1000 Upper limit
2000
Upper limit
1000 G2 38000 8% 4000 2500 - -
Senior Manager
G1 55000 8% 10000 5000 - - Upper limit
2000
Upper limit
1000 G2 70000 8% 10000 5000 -
RFP for the Empanelment of Manpower Agency for RGJAY Project
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Note: * Location Based Allowance
o Category A Locations: Mumbai, Mumbai Suburbs, Thane and Pune.
o Category B Locations: District locations Nagpur, Nasik, Amaravati
Aurangabad.
o Category C Locations: All other district locations
Figures and components mentioned above are indicative and may change
** Hardship Allowance will be given to the locations where for living and working in a
potentially dangerous area.
The grades of the resources provided by the manpower agency will be based on the results
of the interview taken by the Society. The qualification and experience will also be
considered while deciding the grades. The minimum qualification and experience required
for each grades are given below. In each category, it is mandatory that the resources shall
attain minimum 70% of the marks in interview. In other case, the resource will only be
considered for a lower level of grades.
Category Grade Qualification Years of Experience
Executive G1 Relevant Graduation preferably First Class
0 to 1
G2 Relevant Graduation preferably
First Class
1 to 2
G3 Relevant Graduation preferably First Class (MSW also preferred)
2
Officer G1 Relevant Graduation preferably
First Class (MSW preferred and relevant experience)
3
G2 Postgraduate preferably with First Class
>2-3
G3 Postgraduate preferably First
Class
>4
Manager G1 Relevant Post-graduation (e.g. MBBS, MBA)
>6
G2 MBBS/ Postgraduate
(MBA)/MHA/DPH
>7
Senior Manager G1 Post graduate (MBA) 10 and above
G2 Post graduate (MBA) 15 and above
In case of resource not having MBA additional two years of experience will be considered.
Society will have the final authority in deciding the grades. Resources required in call center
and grievance cell shall have previous experience in customer care and grievance redressal.
The resources shall have experience in process driven/SLA defined environment. It is
RFP for the Empanelment of Manpower Agency for RGJAY Project
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preferred that the resources provided shall have relevant experience in healthcare and
insurance service industry.
The MPAs can always provide resources with higher qualification and more years of
experience for any of the profiles. The society reserves the right to negotiate and decide on
higher grades and indicative salary of those resources.
RFP for the Empanelment of Manpower Agency for RGJAY Project
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6. Payment Schedule
The monthly cycle will be from 20th day of each month till the 20th day of the subseque nt
month. Every month the invoice will be raised on the 20th day by taking the inputs from the
Society. Feedback from the client on the attendance and performance of the resources will
be taken before submitting the invoice for a particular month. While submitting invoice, the
manpower agency shall also provide the breakup of deductions that will be made from the
salaries of individual resources. Before going live with the project, the MPA will have to take
approval from the Society on the policies that will lead to salary cuts of the resources.
The payment by Society shall be subject to applicable deductions, taxes and penalties, if
any, as well as adjustments in respect of any other dues as may be recoverable from the
MPA in respect of non-performance of any obligations under the contract.
On receipt of payments from the society the manpower agency will disburse the salaries of
the resources within 2 days. In case, if the manpower agency does not disburse the salary to
the employees within 2 days, the SLA as mentioned under section 7 will be applicable. The
agency shall not bill those resources which the society has requested for
substitution/replacement due to not meeting the expected level of performance. A resource
shall not be billable from the date of issuance of letter/email by the Society notifying the
manpower agency about the non-requirement/substitution/replacement of the resource.
Every resource provided by the MPA shall be eligible for two days leave in a month. Every
year the resources will be eligible for annual performance incentive as per the directives of
RGJAYS. It will be based on combined evaluation of performance by the manpower agency
and its approval by the Society.
RFP for the Empanelment of Manpower Agency for RGJAY Project
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7. Service Level Agreement
7.1. Service Level Objectives
The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly
define the levels of service to be provided by the successful applicant to RGJAYS for the
duration of this contract. SLA defines the terms of the successful applicant’s responsibility in
ensuring the timely delivery of the deliverables and the correctness of the same based on
the agreed Performance Indicators as detailed in the Agreement. This section defines
various Service Level Indicators which will be considered by Society in the Service Level
Agreement with Successful applicant.
The successful applicant has to comply with all Service Level Agreements (SLAs) defined
below to ensure adherence to project timelines, quality and availability of services.
Note: Liquidated Damages shall not be levied on the successful applicant in the following
cases:
The non-compliance to the SLA has been solely due to reasons beyond the control of
the applicant
There is a Force Majeure event affecting the SLA which is beyond the control of the
successful applicant.
7.2. SLA definition, Measurement and Monitoring The service level agreement can be defined as follows:
Implementation related SLAs
S. No. Activity Timeline Liquidated Damages
1 Submission of Performance
Bank Guarantee by the MPA
and completion of contract
signing formalities
T + 7 days Rs. 5000 per day
2 Deployment of at least 50% of
the resources required by
Society in each office( head
office, regional offices, district
offices, field offices and
Aarogyamithras)
T + 30 days For every 5 days
delay, 5% of the
management fee
payable will be
deducted from
performance
Guarantee amount
or fee payable
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3 Deployment of at least 100%
of the resources required by
Society in each office( head
office, regional office, district
office, field office and
Aarogyamithras)
T + 45 days For every 5 days
delay, 15% of the
management fee
payable will be
deducted
T is the date of issue of letter of Intent to the MPA
The manpower required can be categorized into the following categories:
Senior Level Management
Middle Level
Executive Level
Whenever any resource deployed is sought to be substituted or replaced during the course
of the assignment other than on the grounds of ineligibility or non-satisfactory performance
or absence for 3 consecutive working days without reasonable cause; or where a resource
deployed leaves the assignment midway, an equally or better qualified and experienced
substitute resource shall be provided within time frame defined below at no extra cost.
Category Notice
Period
Transition
period
Replacement
timeframe (from the
day 1 of notice
period)
Liquidated
Damages
Senior Level
Management (
Senior Manager
G2 & G1)
2 months 1 month 1 month For every week
delay and for every
case of non-
compliance – 1% of
the monthly
management fee
payable will be
deducted
Middle Level
(Manager &
Officer G3 &G2)
1 month 2 weeks 2 weeks For every week
delay and for every
four cases of non-
compliance, 0.5%
of the monthly
management fee
payable will be
deducted.
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Executive Level
(Officer G1 &
Executives)
2 week 1 week 1 week For every week
delay for every
three cases of non-
compliance,0.01%
of the monthly
management fee
payable will be
deducted
Delay in replacement is defined as not providing the required resources on/before the start
of the transition period thereby reducing the required transition time and affecting the
knowledge transfer.
Where the substitution is sought on the grounds of ineligibility or non-satisfactory
performance or absence for 3 or more consecutive working days without reasonable cause,
a better qualified and, as the case may be, experienced substitute resource shall be
provided forthwith at no extra cost within 3 working days . For every single non-compliance,
a penalty of 1% of the management fee payable per month will be deducted.
In case the MPA does not release the salary to the employees within the timeframe defined
under section 6, for every two days delay, a penalty of 1% of the monthly management fee
will be deducted the next month.
In the event of successful MPA’s failure to provide the resources as per contract terms and
conditions, Society reserves the right to cancel the contract, without further notice, and
proceed to deploy the manpower from alternate sources, in which event, the successful
MPA shall be liable to bear all extra cost / costs, whatsoever, which may be incurred for
alternate arrangement.
7.3. Force Majeure
For purposes of this Clause, 'Force Majeure' means at any time during subsistence of
contract an event beyond the control of the Supplier and not involving the Su pplier's fault or
negligence and not foreseeable such events may include, but are not limited to, acts of the
Purchaser either in its sovereign or contractual capacity, wars or revolutions, fires, floods,
epidemics, quarantine restrictions and freight embargoes.
If a Force Majeure situation arises, the Supplier shall promptly but not later than 30 days
notify the Purchaser in writing of such conditions and the cause thereof. Unless otherwise
directed by the Purchaser 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.
Force Majeure will be accepted on adequate proof thereof.
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If contingency continues beyond 30 days, both parties argue to discuss and decide the
course of action to be adopted. Even otherwise contingency continues beyond 60 days then
the purchaser may consider for termination of the contract or amendment of the contract
equitably adjusted to reflect reduced scope and/or volume of services .
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8. Qualification Criteria and Proposal Evaluation
8.1. Prequalification Criteria
The applicant shall be a Company registered under the Companies Act, 1956 or a
partnership registered under the India Partnership Act 1932 with their registered
office in India and should have been in existence for at least four years.
The applicants should have their office in Maharashtra.
The applicant’s organization should be a profit making one in the preceding two
financial years. The applicant should have the minimum turnover of Rs. 10 Crores or
more in each of the last two financial years (i.e. 2010-11 and 2011-12).
The applicant should also have executed a minimum of three manpower deployment
contracts involving 500 resources or more in each contract to reputed private
companies/ Public Sector Companies/Banks/Central and State Government
Departments during the preceding four year period (2008-09 onwards).
The applicant should have obtained PAN, TAN, service tax registration and PF
registration.
The applicant shouldn’t be blacklisted by any state / central govt. body / Public
Sector Undertaking for any fraudulent and corrupt practices at any point of time in
India.
The applicant should produce satisfaction / Recommendation letter from present or
previous engagements.
8.2. Evaluation and Selection Criteria
The Technical Proposals of all the Applicants scoring 70% or more marks will be considered
for Commercial Proposal evaluation. The criteria’s for commercial proposal evaluation are
as follows
The date and time of opening of Commercial Proposal responses will be intimated to
all the successful Applicants after the technical evaluation.
After opening Commercial Offers of the technically qualified applicants, they will be
determined to be substantially responsive before comparing the commercial
proposals submitted by the applicants. If there exists any discrepancy between
words and figures, the lower amount indicated will be considered.
The substantially responsive Applicant quoting the lowest price or the L1 price in the
Commercial Proposal will be identified as L1 applicant
The society will also identify other applicants as L2, L3 and so on based on the
ascending order of their quote.
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On selection of a L1 applicant, the applicant will be considered for award of contract
and will be called for negotiation with the Society.
In case, the L1 applicant declines to carry out the work, the L2 applicant will be called
for negotiation with the Society. The L2 applicant will be asked to match the L1
applicant’s quote and will be considered for award of contract upon agreement. If
the L2 applicant also declines to carry out the work or match the L1 quote then the
L3 applicant identified will be similarly considered by the Society, so on and so forth.
On successful completion of negotiation, the selected applicant will be awarded the
contract.
The Society can empanel more than one agency and may allot work at L1 rate by
forming clusters of one or more districts.
8.3. Structure of the Proposal Response The technical proposal should comprise of the following documents:
Annexure – A Company Profile
Annexure – B Technical Qualification Criteria
Annexure – G Self Declaration Form for not having pending cases in court of law
Annexure – H Notarized Affidavit for being a non blacklisted firm
Power OF Attorney for the authorized person signing the proposal documents
Supporting documents for financial details of the company (Turnover and Net
Worth, Service Tax Registration, PF registration, etc. as per Annexure A)
Plan, methodology and approach etc.
Details of offices across and around Maharashtra.
All other supporting documents as per the requirements of the RFP
Commercial Proposal Response shall be as per Annexure D - Prices quoted elsewhere shall
be liable to rejection of the entire proposal response.
The applicant should take care that rate mentioned sufficiently covers the expenses
that the applicant shall incur for resources employed for the project as mentioned in
the scope of work.
The rate quoted should be exclusive of service tax, etc., as of the last date of
submission of the proposal.
The respective responses should be duly super-scribed "Technical Proposal for
Empanelment of Manpower Agency for RGJAY project "and “Commercial Proposal for
Empanelment of Manpower Agency for RGJAY project”. These cover should also indicate the
name and address of the Applicant submitting the offers and due date of the RFP is to be
specifically mentioned on the top of the envelopes.
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In case the proposal is downloaded from the website, the agencies should specifically super
scribe "Downloaded from the website" on the top left corner of the envelope while
submitting the response.
8.4. Contract Negotiations The Purchaser may enter into negotiations with the preferred applicant (winner) to identify
any changes/modifications required to the Technical and Commercial proposal. The
Purchaser reserves the right to stipulate, at the time of finalization, any other document(s)
to be enclosed as part of the final contract.
8.5. Notification of Award The Purchaser will notify the successful Responsive Applicants in writing or by Fax about the
acceptance of its Proposal and the same will also include the formation of contract. Upon
the furnishing of Performance Security of the successful Applicants, the EMDs of all the
unsuccessful Applicants will be returned.
8.6. Deciding Award of Contract
The GoM reserves the right to ask for a technical elaboration/clarification in the form of a
technical presentation from the Applicants on the already submitted Technical Proposal at
any point of time.
The Applicant shall furnish the required information to RGJAYS, GoM and its appointed
representative on the date asked for, at no cost to the GoM. The RGJAYS may at its
discretion, visit the office of the Applicant any time before the issue of Letter of Award.
RGJAYS, GoM shall inform those Applicants whose proposals did not meet the eligibility
criteria or were considered non-responsive, informing that their Technical Proposals will be
returned unopened after completing the selection process.
The applicant’s names, and such other details as the proposal inviting Authority may
consider appropriate, will be announced and recorded by the GoM at the opening.
The Purchaser shall be under no obligation to accept offer received in response to this
proposal notice and shall be entitled to reject any or all offers, including those received late,
or incomplete, without assigning any reason therefore. The Purchaser reserves the right to
make changes in terms and conditions of the proposal. The Purchaser will not be obliged to
meet and have discussions with any of the Applicant and / or to give a hearing on their
representations.
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9. Terms and Conditions Governing the Contract
9.1. Signing of Contract
The Selected Applicant shall execute an agreement of contract in a given format (as
in Annexure - I) within 24 hours from issue of the letter of intent from RGJAYS, GoM.
In exceptional circumstances, on request of the successful applicant in writing for
extension, RGJAYS, GoM reserves the right to grant an extension for appropriate
period after getting satisfied with the reasons given.
In addition to terms and conditions being mentioned hereunder, all terms and
conditions of the RFP and corrigenda issued will also be applicable for the contract.
At the time of signing the agreement if the work is allotted, the successful Applicant
shall submit Performance Security for 10 % of contract value in the form of Bank
Guarantee drawn on any Scheduled Bank in favor of the Rajiv Gandhi Aarogya
Society, GoM format given in Annexure F. Without this agreement will not be
executed.
9.2. Performance Bank Guarantee (PBG)
The successful applicant shall at his own expense deposit with Rajiv Gandhi
Jeevandayee Aarogya Society, an unconditional and irrevocable PBG (which is
approximately 10 % of the value of contract) for the due performance and fulfillment
of the contract by the applicant. The format for PBG is given in Annexure F.
The performance guarantee shall be denominated in the currency of the cont ract.
This performance bank guarantee will be for an amount as mentioned above. All
charges whatsoever such as premium; commission etc. with respect to the
performance bank guarantee shall be borne by the applicant.
The performance bank guarantee shall be valid until the end of three months after
the completion of the contract with the successful applicant.
The performance bank guarantee may be discharged/ returned upon being satisfied
that there has been due performance of the obligations of the applicant under the
contract after furnishing indemnity bond. However, no interest shall be payable on
the performance bank guarantee
In the event of the applicant being unable to service the contract for whatever
reason, RGJAYS would invoke the PBG. Notwithstanding and without prejudice to
any rights whatsoever of RGJAYS under the contract in the matter, the proceeds of
the PBG shall be payable to RGJAYS as compensation for any loss resulting from the
applicant’s failure to complete its obligations under the contract. RGJAYS shall notify
the applicant in writing of the exercise of its right to receive such compensation
within 14 days, indicating the contractual obligation(s) for which the applicant is in
default.
RGJAYS shall also be entitled to make recoveries from the applicant’s bills,
performance bank guarantee, or from any other amount due to him, the equivalent
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value of any payment made to him due to inadvertence, error, collusion,
misconstruction or misstatement.
9.3. Validity Period of the contract The contract shall remain valid for 24 months from the date of award of contract however
the RGJAYS may alter the validity of contract with a prior notice of 1 week to the selected
applicant. The contract will remain valid for purpose of completion of work mentioned in
project scope during the validity of the contract.
9.4. Responsibilities of Applicant
The applicant is solely responsible for terms and conditions of the contract.
Consortiums are not allowed as a part of this RFP.
The responsibility of the applicant under the contract will be adhered to the project
scope. Any action taken by the RGJAYS in respect the quality and service support
shall be challenged only by the Vendor.
9.5. Resolution of Dispute In the event of any question, dispute or differences in respect of contract or terms and conditions of the contract or interpretation of the terms and conditions or part of the terms and conditions of the contract arises, the parties may mutually settle the dispute amicably.
9.6. Arbitration
In the event of failure to settle the dispute amicably between the parties, the same shall be referred to the sole arbitrator, Additional Chief Secretary, Government of Maharashtra. The award passed by the sole Arbitrator shall be final and binding on the parties.
The arbitration proceedings shall be carried out as per the Indian Arbitration and
Conciliation Act, 1996 and the rules made there under.
9.7. Conflict of Interest The MPA shall disclose to the Society in writing, all actual and potential conflicts of interest
that exist, arise or may arise (either for the MPA or to the Society) in the course of performing the Services as soon as practically possible after it becomes aware of that
conflict.
9.8. Governing Language English language version of the contract shall govern its interpretation.
9.9. Applicable Laws The contract shall be governed in accordance with the law prevailing in India, Act, Rules, Amendments and orders made thereon from time to time.
9.10. Indemnification The contractor shall indemnify the purchaser against all actions, suit, claims and dema nd or
in respect of anything done or omitted to be done by contractor in connection with the
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contract and against any losses or damages to the purchaser in consequence of any action
or suit being brought against the contractor for anything done or omitted to be done by the contractor in the execution of the contract.
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10. Annexures
10.1. Annexure A: Company Profile
(The following details need to be filled in by the applicant. Please note that consortiums are not allowed as a part of this RFP).
Details of the Applicant
1. Name and complete address of the firm /
Company /Organization.
2.Details of Registered office- Address:
Telephone: FAX No (s):
E-mail address: Website:
3.Income Tax Registration number (PAN):
4.Service Tax Registration No.:
5.Whether public Limited Company or Private Sector Limited Company or any
entity(Give details):
6. Turnover (In INR Crores) during the last two financial years
2011 – 2012: 2010 – 2011:
7. Net worth of the company / firm /
organization during the last two financial years.
2011 – 2012:
2010 – 2011:
8. Name and address and designation of the
persons who will represent the Applicant. ( Attach letter of authority)
9. Details of service / support network and infrastructure available in India ( if any):
10. Valid Service Tax Registration Certificate
11. Valid Provident Fund Registration
Certificate
Note: Above details are mandatory, additional sheets may be used for submission of above mentioned details. (Authorized Signatory)
(In Capacity of) Stamp:______________________________________
Place:_____________________ Date:____________________
Organization Name:_______________________________
Business Address:________________________________
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10.2. Annexure B1: Technical qualification proposal checklist
Prequalification Criteria Supporting Documents required
Document Attached
(Yes / No)
Page No
1 The applicant should be a
Company registered in India under the Companies Act 1956 or a partnership registered under the India Partnership Act 1932 with their registered office in India for the last four years.
Certificate of Incorporation/
Registration
2 The applicants should have their
offices in Maharashtra, with
offices in at least 2 of the other
major cities in Maharashtra.
Letter of Undertaking by the applicant/ Provide the list of branch offices and their addresses certified by a Company Secretary or by the Auditor of the Company
3 The applicant should have a
turnover of at least Rs. 15 Crores over the last two years.
Provide the copy of the audited
balance sheet of the company, and / or certificate from the
Chartered Accountant.
4 The applicant should have positive net worth with a total turnover of
more than Rs 1 Crore for each of the last two Financial Years from
manpower sourcing related activities
Audited/Certified Annual Financial Statements and
Annual Report for the last two financial years (2011-12 &
2010-11). CA Statement regarding turnover from manpower sourcing related
activities
5 The applicant should also have
executed a minimum of three
manpower deployment contracts
involving 500 resources or more in
each contract to reputed private
companies/ Public Sector
Companies/Banks/Central and
State Government Departments
during the preceding four year
period (2008-09 onwards).
Copy of Work Order/completion certificates and supporting documents to be attached)
6 The applicant shouldn’t have been blacklisted by any state / central
govt. body / Public Sector Undertaking for any fraudulent
Undertaking from the applicant as per the format given in
Annexure - H
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and corrupt practices at any point
of time in India.
7 The applicant should have
obtained PAN, TAN, service tax registration and PF registration.
Copy of PAN card of
the Agency, Copy of TAN registration certificate , Copy of
the Service Tax & PF registration
certificate [Self certified/attested
copies may be provided]
8 Submission of approach & methodology
Action Plan document covering - 1) Recruitment 2) Deployment 3) Retention 4) Administration 5) Payroll Management
9 Compliance Certificate As per Annexure B2
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10.3. Annexure B2: Compliance Certificate Format
(To be enclosed with Technical Proposal) Name of the Applicant Address of the Applicant: (To be filled in by the applicant) I hereby offer to bind to terms and conditions of the contract. I do hereby agree that I shall keep my offer for a period of 90 Days from the due date of the proposal or from the date of negotiations whichever is later or for the extended period as desired by Society in addition to the period of 90 days mentioned above in the event of my offer being accepted. I shall
abide by and give my acceptance to the terms and conditions which are mentioned in this service contract governing and shall execute an agreement in the prescribed form in the
event of my offer being accepted by Society.
I also hereby undertake to sign and execute a ‘Non-disclosure Agreement (NDA)’ before award of the contract.
Yours faithfully,
Signature of the applicant with full address (To be signed by an authorized signatory
with full address of the applicant)
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10.4. Annexure B3: Technical Evaluation Criteria
Technical Evaluation Criteria Score
A Reference Sites requirement of minimum 2 sites within Maharashtra= 5 marks; for every other site within Maharashtra, 1 marks each upto a maximum of 10 marks
10
B Previous experience:
No: of executed or in progress contracts deploying 500 resources or more 3 contracts = 10 marks 4 contracts = 15 marks 5 contracts or more = 20 marks
20
C Volumes per project undertaken
500 resources = 10 marks 1000 resources = 15 marks
> 1500 resources = 20 marks
20
D Approach & Methodology 1) Recruitment 2) Deployment 3) Retention 4) Administration 5) Payroll Management
25
E Presentation by the bidder 25
Total 100
10.5. Annexure C: Clarification seeking format
Sr. No Section No. Clause No. Reference/ Subject Clarification Sought
.. .. .. .. ..
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10.6. Annexure D: Format for Commercial Proposal
Category Grade Indicative Number of
resources
Manpower Agency Fees per
month per resource (In. Rs)
Manpower Agency Fees per
month (In. Rs)
A B C D E = C * D
Executive G1 1500
G2
G3
Officer G1 95
G2 137
G3 40
Manager G1 70
G2
Senior Manager G1 10
G2 2
Total
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10.7. Annexure E - Proposal Covering Letter
Date: ______
To The Chief Executive Officer, Rajiv Gandhi Jeevandayee Aarogya Yojana Society, 4th Floor, Aarogya Bhavan St. Georges Hospital Compound, Mumbai 400001 Phone No.: 022-22626755 E-mail: [email protected] Dear Sir Having examined the proposal document, the receipt of which is hereby
acknowledged, we, the undersigned, offer to execute job under the above-named Contract
in full conformity with the said proposal document.
We undertake, if our proposal is accepted, to deliver the services in accordance with
the delivery schedule specified in the proposal document.
If our proposal is accepted, we undertake to submit the security deposit in the form,
in the amounts, and within the times specified in the proposal document.
We agree to abide by this proposal, for the Proposal Validity Period specified in the
proposal document and it shall remain binding upon us and may be accepted by you at any
time before the expiration of that period.
Until the formal final Contract is prepared and executed between us, this proposal
together with your written acceptance of the proposal, shall constitute a binding Contract
between us. We understand that you are not bound to accept the lowest or any proposal
you may receive.
Signed: ______________________________ Date: ________________________________
In the capacity of ____________________________________ Duly authorized to sign this proposal for and on behalf of _____________________
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10.8. Annexure F - Performance Bank Guarantee Form (PBG) To (Name of Purchaser) WHEREAS _____________________________________________________(Name of Supplier) hereinafter called "the Supplier" has undertaken, purchase of Contract No.________________________ dated, __________________20__ to supply _______________________(Description of Services) 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 recognized 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 _________________________________(Amount of the
guarantee in Words and Figures) 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 limit of ___________________________ as aforesaid, without your needing to prove or to show this grounds or reasons for your demand or the sum specified therein. This guarantee is valid until the ___________ day of ______________ 20__ Signature and Seal of Guarantors ______________________________________ ______________________________________ ______________________________________ Date __________________________________ Address: _______________________________
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10.9. Annexure G - Self Declaration Form for not having pending cases in
court of law
To Chief Executive Officer,
Rajiv Gandhi Jeevandayee Aarogya Yojana Society, 4th Floor, Aarogya Bhavan St. Georges Hospital Compound, Mumbai 400001
Phone No.: 022-22626755 E-mail: [email protected]
Dear Sir,
I hereby declare that there are no pending cases against M/s______________________
(Name and Address of Applicant) with Government of Maharashtra or any other court of law.
Signature of Applicant _____________________
Business Address _______________________
Place: Date:
10.10.Annexure H - Notarized Affidavit Undertaking (to be submitted by the applicant)
We M/s ___________________ (Name of the Applicant) having head office at undertake that we are not blacklisted by the Central Government, State Governments or Public Sector Undertakings in India. Signed on behalf of M/s ________________________ (Name of Applicant) Place:
Date:
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10.11.Annexure I - Draft Contract Form (CF) THIS AGREEMENT made the _________ day of __________20__ BETWEEN The Chief Executive Officer, Rajiv Gandhi Jeevandayee Aarogya Yojana Society,4th Floor, Aarogya Bhavan, St. Georges Hospital Compound, Mumbai 400001 which expression shall unless repugnant to the context or meaning thereof mean and be deemed to include its authorized agents, representatives and permitted assigns of the First Part. AND <Name of the Successful Applicant / Vendor> (hereinafter referred to as the “Contractor”) which expression shall unless repugnant to the context or meaning thereof mean and be deemed to include their successors and permitted assigns having its corporate office at <Office / communication address of the Applicant / Vendor> of the Second Part. WHEREAS the contractor has tendered for providing services to ‘CEO, Rajiv Gandhi Jeevandayee Aarogya Yojana’ as per the terms and conditions mentioned in the <Provide
Reference to the Annexure of the RFP containing the contract> of the Request for Proposal (from herein after referred to as “RFP”) and the all subsequent corrigendum’s published
document, at a value as per appointment. Whereas such proposal has been accepted and the contractor, on behalf of all his dealers, has deposited / provided Bank Guarantee to
‘CEO, Rajiv Gandhi Jeevandayee Aarogya Yojana’ , GoM for the sum of Rs. <Amount> /- (Rupees <Amount> only) as security for the fulfillment of this Agreement.
NOW IT IS HEREBY AGREED between the parties hereto as follows: The contractor has accepted the contract on the terms and conditions set out in the proposal notice No: <Proposal Document Number> dated <Date> as well all response to queries via email dated <dates of all Communication> and corrigendum issued on <dates of all corrigendum> which shall hold good during period of this agreement. Refund of deposit shall be based on the timelines, terms and conditions as has been specified in the RFP and shall form a part of the contract. In absence of any timeline specified the deposit shall after the expiration of 24 months from the date of efflux of the contract, be returned to the contractor but without interest and after deducting there from any sum due by the contractor to ‘CEO, Rajiv Gandhi Jeevandayee Aarogya Yojana’’ , GoM under the terms and conditions of this agreement.
This agreement shall remain in force until the expiry of <period of Contract> months from the date of entering into the contract or the end of <any time period of the validity of the
contract as specified in the RFP>, whichever is later, but ‘CEO, Rajiv Gandhi Jeevandayee Aarogya Yojana’, GoM may cancel the contract at any time upon giving one months ’ notice
in writing without compensating the contractor. In witness whereof the said Contractor hath set his hand hereto and the ‘CEO, Rajiv Gandhi
Jeevandayee Aarogya Yojana’ has affixed his hand and seal thereto the day and year first above written.
All terms and conditions as specified in the RFP, clarifications issued and corrigendum issued in regards to the Ref. No. : <Proposal document Number> as has been mentioned above in
the document shall stand in force unless has been expressly agreed to in writing by both the parties.
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The Contractor shall be responsible to abide and shall be liable to deliver at bear minimum
to the requirements/deliverables as has been specified to in the RFP, clarifications issued and corrigendum issued in regards to the Ref. No. : <Proposal document Number> as has
been mentioned above and any higher deliverables as has been committed to by the Contractor in the Proposal or any subsequent document submitted to and accepted by CEO,
Rajiv Gandhi Jeevandayee Aarogya Yojana’ as part of award of the Contract. The following documents shall be deemed to form and be read and construed as part of this
Agreement viz: (a) <Reference to be drawn to all relevant documents such as RFP, Clarifications,
Corrigendum, Technical Proposal, Letters from Contractor accepting abidance by RFP>
IN WITNESS whereof the parties hereto have signed this on the _______day, _______month and _________year first herein above written.
Signed, sealed and delivered
By CEO For and on behalf of “Rajiv Gandhi Jeevandayee Aarogya Yojana Society”, Government of Maharashtra Signed, sealed and delivered By ------------------------------------
For and on behalf of “<vendor> ” Witnesses:
(1) (2)
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10.12.Annexure J - Format for Bank Guarantee for EMD
Whereas........................... (Hereinafter called “the Agency”) has submitted its proposal dated...................... (Date of submission of proposal) for the supply of................................. (Name and/or description of the goods) (Hereinafter called “the proposal”).
KNOW ALL PEOPLE by these presents that WE..................... (Name of bank) of.................. (Name of country), having our registered office at.................. (Address of bank) (Hereinafter
called “the Bank”), are bound unto............................. (Name of Purchaser) (Hereinafter called “the Purchaser”) in the sum of _______________________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 ____ day of _________ 20___
THE CONDITIONS of this obligation are:
1. If the Agency (a) withdraws its proposal during the period of proposal validity specified by the
Agency in his proposal; or (b) does not accept the correction of errors in accordance with the Instructions to
agencies; or 2. If the Agency, having been notified of the acceptance of its proposal by the Purchaser
during the period of proposal validity:
(a) Fails or refuses to execute the Contract Agreement if required; or
(b) Fails or refuses to furnish the Security deposit, in accordance with the terms and conditions stipulated in the proposal document;
We undertake to pay 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 it, 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 and including sixty (60) days after the period of the proposal validity, and any demand in respect thereof should reach the Bank not later than the above date.
................................
(Signature and Seal of the Bank)
RFP for the Empanelment of Manpower Agency for RGJAY Project
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10.13.Annexure K - Details of Regions in Maharashtra
Sr.no Region Districts
1 Konkan Region Mumbai and Mumbai Suburbs
2 Thane
3 Raigad
4 Ratnagiri
5 Sindhudurg
6 Nasik Region Nasik
7 Ahamadnagar
8 Jalgaon
9 Dhule
10 Nandurbar
11 Pune Region Pune
12 Satara
13 Sangli
14 Solapur
15 Kolhapur
16 Aurangabad Region Aurangabad
17 Jalna
18 Parbhani
19 Hingoli
20 Beed
21 Nanded
22 Latur
23 Osmanabad
24 Amravati Region Amravati
25 Akola
26 Washim
27 Yevatmal
28 Buldhana
29 Nagpur Region Nagpur
30 Nagpur rural
31 Wardha
32 Bhandara
33 Gondia
34 Chandrapur
35 Gadchiroli
RFP for the Empanelment of Manpower Agency for RGJAY Project
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10.14.Annexure J - Department wise Work Profile and Skills Requirement Resource
Profile/Department
Work Profile Requirement Skills required
Senior Manager i) Should have worked in a health
insurance/ healthcare service
delivery set up for at least 5 years
Knowledge and experience of
health insurance/ healthcare
service delivery;
ii) Should have led projects for at
least 4 years
Project management; Operations in
a service delivery environment;
iii) Should have at least 50 people
reporting to him directly or
indirectly
Human resources management;
Stakeholder management;
Operations management;
Call Center &
Grievance
i) Exposure to customer care/
grievance redressal etc
fluent communication in Marathi,
Hindi & English ;
ii) Should have worked in a process
driven/SLA defined environment
familiarity with call center
applications;
iii) Should have managed executives
reporting to him/her
service quality management;
(training on areas like 6 sigma);
iV) Exposure to healthcare and
insurance / services industry
preferred
process management;
Training i) Involved in planning, content
creation and conducting trainings
Content creation;
ii) Exposure to healthcare and
insurance / services industry
preferred
Training planning & organization;
Training delivery;
fluent communication in Marathi,
Hindi & English ;
IT skills(MS office) required
Empanelment i) Should have worked in a hospital
setting
Knowledge and experience of
health insurance/ healthcare
RFP for the Empanelment of Manpower Agency for RGJAY Project
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Resource
Profile/Department
Work Profile Requirement Skills required
service delivery;
ii) Exposure to healthcare services/
hospitals operations/ hospitals
marketing
Operations management;
Negotiations skills;
Marketing skills;
Basic IT skills (MS office)
Vendor management skills
Health Camps i) Interaction and coordination with
various stakeholders as a part of
normal work
Knowledge and experience of
health insurance/ healthcare
service delivery;
ii) Exposure to healthcare and
insurance / services industry
preferred
Operations in a service delivery
environment; human resources
management;
Medical Auditor i) Interaction and coordination with
various stakeholders as a part of
normal work
Knowledge and experience of
health insurance/ healthcare
service delivery;
ii) Exposure to healthcare and
insurance / services industry
preferred
Operations in a service delivery
environment;
Audit i) Interaction and coordination with
various stakeholders as a part of
normal work
Knowledge and experience of
health insurance/ healthcare
service delivery;
ii) Exposure to healthcare and
insurance / services industry
preferred
Operations in a service delivery
environment;
IT & MIS i) exposure to IT software for MIS
reporting
Experience in roles like
system/network administrator;
ii) preparing reports, analyzing
reports and presenting to senior
management
Experience in MIS and back end
operations
RFP for the Empanelment of Manpower Agency for RGJAY Project
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Resource
Profile/Department
Work Profile Requirement Skills required
In case of IT support staff,
experience in roles like system
admin, network admin, etc. are
required.
IEC i) experience in media Networking
ii) IEC activities - planning and
delivery
IEC;
iii) Communication
iV) Exposure to healthcare and
insurance / services industry
preferred
HR i) Experience in recruitment, HR and
admin
Knowledge and experience of
health insurance/ healthcare
service delivery;
ii) Exposure to healthcare and
insurance / services industry
preferred
Operations management;
Negotiations; Human Resource
Management
Admin i) Experience in admin roles Knowledge and experience of
health insurance/ healthcare
service delivery;
ii) Exposure to healthcare and
insurance / services industry
Operations management;
Negotiations; Human Resource
Management
Accounts i) Experience accounting and finance Knowledge and experience of
health insurance/ healthcare
service delivery;
ii) Exposure to healthcare and
insurance / services industry
preferred
Operations management;
RFP for the Empanelment of Manpower Agency for RGJAY Project
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Resource
Profile/Department
Work Profile Requirement Skills required
Negotiations; Finance and
Accounting
Regional, District &
Field Operations
i) Interaction and coordination with
various stakeholders as a part of
normal work
Knowledge and experience of
health insurance/ healthcare
service delivery;
ii) Exposure to healthcare and
insurance / services industry
preferred
Operations in a service delivery
environment;
Human resources management;
Stakeholder management;
10.15.Annexure K - Organogram
Senior Manager G1 (3)
Senior Manager G1 (6)
Grievance Manager G2 (1)
AuditManager G2 (1)
EmpanelmentManager (2)
Call Centre Manager G1 (1)
Officer G3 (27) Executive G2 (6)
Executive G2 (4) Officer G3 (4)
Officer G2 (54)
Executive G2 (6)Officer G1 & G2 (5,1)
Executive G1 (100)
Health Camp Manager G2 (1)
Senior Manager G2 (2)
Officer G3 (4)
Executive G2 (4)
Back Office SupportManager G2 (1)
Training Manager (2)
IT & MISManager G2 (1)
Officer G3 (3)
IEC Manager G2 (1)
Manager G1 (30)Manager G2 (27)
Executive G1 (81)
Officer G3 (2)
Executive G1 & G2 (54 & 6)
Officer G1 (90)
Executive G1, G2 & G3 (3000-4000)