GE/Token-65/2025-26

Amount

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:- (i) Customer care infrastructure:- Provision of a dedicatted phone number, e-mail ID and internet connection to ensure the seamless fuctioning of the system. (ii) 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 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 JE, Engr-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 Engineer-in-Charge.Also generating load enhancement procedure through centralized server after taking necessary permission from Engineer-in-Charge either telephonically or in personal or through deputed authrized representative. (vi) Annual Maintenace of centralized data base server of prepaid meters to providing monthly energy bills. Prepation of subsidy details from data recovered from centralized server and fwd it to concered office after approval of Engr-in-Charge and also fwd to individual users by e-mail or What's App as directed. The subsidy will be disbursed to the respective individual after necessary direction of Engineer-in-Charge.

Annual Maintenace of HES software for Prepaid Metering including annual support and rewenal of Domain name and SSL certificate,Integration and Maintance of a new substitute Payment Gateway for back up ,Repair/replacement of faulty/defective/burnt out prepaid meter of any location, Freedom device and Freedom wire will be done by service provider.Note: Freedom device, prepaid meter and wire will be provided by MES as per site requirement in case of burnt/damage to meter/wire/freedom device,Daily cleaning and maint of both server (main & disaster recovery server) and server room including fitting/fixtures and furnitures 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 500 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.

PROACH ASSOCIATES BUILDERS & ENGINEERS (BID ID -3489182)

SANJEEV ENTERPRISES (BID ID -3487460)