8826/TOKEN-105/2026-27

Customer care service provided to prepaid meter users located at DK-I, DK-II, Arjan Vihar, Shankar Vihar, Anuj Vihar, Vikram Vihar, Tarapore Enclave, Salariya Enclave and Salan Enclave controlled by centralized server located at HQ CWE Delhi Cantt under GE (Central) Delhi. The service will be operational daily from 0900 AM to 0500 PM excluding Sundays, National holidays and MES Non working days/holidays. These services are aimed as assisting users with queries, issues and opening and closing of customer account of prepaid system through installed meters as well as handling complaints. The scope of services includes the followings:- (a) Customer care infrastructure:- Provision of a dedicatted phone number, e-mail ID and internet connection to ensure the seamless fuctioning of the system. (b) Operation of vending station:- Staff will be deployed at one vending station to provide direct support. Assistance will be offered primarily through phone calls. If issues are not resolved remotely, site visits will be conducted to ensure resolution with in two working days.

Providing services for the followings:- (i) To made available Help desk services everyday to user shall be the responsibility of service provider except on Sunday and National holidays. (ii) To ensure monthly recharge of Mobile internet and website OTP, SMS services every month and nothing shall be paid extra for this. (iii) Stationery supply,Jack RJ-45 and CMRI (Common meter reading instrument) machine will be borne by the service provider during the contract period without any extra cost. (iv) Complaint slip/job card will be provided by the service provider without any extra cost and shall also be signed by authorized rep of deptt or officer-in-charge and user concerned after completion/attending the complaints of any nature. (v) Handling of returns and settlement for failed recharge made via mobile App, ensuring timely processing and resolution of these settlment for refund or sending these type of payments directly to meters or costomer's personel account number as described by user. Additionally generating and submitting weekly settlement report to the concerned office for refunds related to vacated quarters as directed by officer-in-charge. Also generating load enhancement procedure through centralized server after taking necessary permission from officer-in-charge either telephonically or in personal or through deputed authrized representative. (vi) Collecting monthly KWH reading of prepaid meters installed at various locations at Delhi Cantt and preparing monthly electricity bills of all paying consumers. Preparation of subsidy details based on data recovered from centralized server and fwd it to concered office after approval of officer-in-Charge . Also fwd it to individual users by e-mail or What's App or as directed. The subsidy will be disbursed to the respective individual after necessary direction of officer-in-charge.

Annual maintenance of HES software for prepaid meters including renewal of Domain name and SSL certificate,Integration of a new substitute PG for back up,integration and maintenance of backup gateway, repair/replacement of faulty/defective/burnt out prepaid meter, replacement of Freedom device and communication cable from prepaid meter to freedom device etc all as directed by officer-in-charge .Note: Freedom device, prepaid meter and wire will be provided by MES as per site requirement if found burnt/damaged or unserviceable. Daily cleaning and maint of both server (main & disaster recovery server) room including fitting/fixtures and furnitures etc shall be the responsibility of service provider till completion of the contract. NOTE:- (i) If problem not resolved within stipulated time, penalty will be imposed to service provider at the rate of Rs 100/- per day per complaint. (ii) It shall be mendatory for the service provider to obtain and maintain valid OEM authorization from Secure Meter for facilitating the daily operation and maintenance of the prepaid meters. (iii) Any unauthorized activity with electronic equipment of server by any staff of service provider shall reported to competent authority for action as deemed fit and contractor shall be solely responsible for any kind of unauthrized activity performed by his staff with server/server room.

Comprehensive, preventive and corrective maintenance of online UPS of make Microtek, 5.5 KVA capacity, single phase 192V, model MAXX5.5KVA/192V installed at centralized server located at HQ CWE Delhi Cantt under GE (Central) Delhi Cantt including replacement of defective spares such as main control circuit boards, power modules,cooling fan, power transformers, display board and internal wiring etc if found faulty during inspection of these components all as specified and directed.Note: Spare parts shall be measured and paid separately under respective items.

Supply only main control circuit board suitable for UPS 5.5 KVA single phase 192V complete.

Supply only power module suitable for UPS 5.5 KVA single phase 192V complete.

Supply only cooling suitable for UPS 5.5 KVA single phase 192V complete.

Supply only display board suitable for UPS 5.5 KVA single phase 192V complete.

Labour for carrying out servicing, cleaning, maintenance and preventive survey of HPE ProLiant DL380 Gen10 server through OEM including possible fault diagnosis, troubleshooting and ascerting likely defects which may develope within or upto next 12 months in hardware such as HDD,SSD,RAM, PSU, cooling fans,RAID controller, NIC and any other electronic component of prepaid meter server. Possibility of defects which may arise or develop during the said period and preventive maintenace required to be carried out after holistic inspection in presence of officer-in-charge will be certified from the original manufacture and certificate shall be provided for this purpose all as specified.

Supply, installation, configuration, testing and commissioning of next generation firewall (FortiGate 60F or equivalent or higher) including supply, installation and configuration of security policies, NAT, VPN, IPS, Anti-Malware, Web filtering,Application control, SSL inspection, DoS/DDoS protection, Logging and monitoring with latest firmware and valid security subscriptions/licenses to safeguard the prepaid metering infrastructure all as specified and directed.