Tender Document for

Outsourcing of sales and customer support services for ADSL Broadband Connections of
BTCL

Director Procurement
Bangladesh Telecommunications Company Limited
Sher-E-Bangla Nagar Telephone Exchange (Annex Building)
Dhaka-1208

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1. INTRODUCTION
Bangladesh Telecommunications Company Limited (BTCL) is a 100% government-owned
company providing fixed telephony, Internet and data communication services throughout
the country. BTCL has already deployed ADSL2+ based broadband infrastructure to some
selected area (list attached as Annexure-2). BTCL is also planning to increase the capacity
of the existing nodes and extend the network in future to make best use of its copper
infrastructure for providing high quality, reliable Internet service to its customers. In the
first phase, some IP based DSLAM (Digital Subscriber Line Access Multiplexer) nodes will
be made operational to provide Internet service under the brand name “BCube” to the
telephone subscribers of BTCL. The other broadband services like IPTV, Video on Demand
(VoD) etc. over the IP-DSLAM broadband network may be introduced in future. Initially
the service will start with around 12,000 connections within a short time in the first phase,
another approximately 12,000 are expected to come by June, 2009.

2. PURPOSE OF THE TENDER

The purpose of this Tender is to select competent organization engaged in ICT business in
Bangladesh to work with BTCL in selling and maintaining ADSL connections and
providing support service to the BTCL ADSL customers.

3. BIDDING METHOD

The selection of the outsourcing company shall be based on the “Open Tendering Method
(OTM)”. In the single envelope, the bidder shall submit the “Technical Proposal” and the
“Financial Proposal” in the separate folder.

4. ELIGIBILITY REQUIREMENT OF THE BIDDER

4.1 The Bidder should be a Bangladeshi company registered under the Companies Act in
Registrar of Joint Stock Companies of Bangladesh or licensed from City Corporation
or a consortium legally formed for this purpose consisting of the eligible companies.
4.2 The Bidder should be in ICT business for at least two years.
4.3 The company having ISP license is not eligible to participate in the tender.
4.4 The Bidder shall possess the necessary professional and technical qualifications and
competence, financial resources, service delivery capability with equipment and other
physical facilities, including after-sales service, managerial capability, specific
experience, reputation, and the personnel to perform the contract.

5. EARNEST MONEY DEPOSIT (EMD)

5.1 Tk. 2,00,000 (Tk. Two lakh only) in the form of a demand draft/ pay order to be
enclosed with the bid in favor of Director Procurement, Bangladesh
Telecommunications Company Limited (BTCL), Sher-E-Bangla Nagar Exchange
(Annex Building). EMD of the unsuccessful bidder may be returned upon request
immediately after finalization of the tender.

5.2 EMD of the successful bidder shall be returned after submission of the security
deposit/ performance bank guarantee for the whole contracted period.

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 5.3 Bid without Earnest Money Deposit (EMD) shall not be considered.

6. DOCUMENTS TO BE FURNISHED WITH THE TENDER

6.1 The Folder marked with “Technical Proposal” shall contain at least the following:

6.1.1 Mandatory Documents

• Tender document purchase receipt

• Earnest Money Deposit (EMD) document

• Certified true copies of the documentary evidence indicating the eligibility of

Bidder Company.
• Certified true copies of the Memorandum and Articles of Association, if the
bidder is a limited company

• ISO certification, if any

• True copy of VAT Registration Certificate

• True copy of TIN Certificate and up to date Income Tax Clearance Certificate.

• Legal document of formation for consortium, if the bid is submitted under

consortium

6.1.2 Technical Offer

• Description of the organization mentioning business activities, organogram,
current employees, business locations with addresses etc.
• Description of experience, knowledge and qualification of the company or its
shareholders, directors, and employees in the ICT-related field including any
managed service experience in the field.

• Details of existing manpower.

• Business Proposal focusing on the following, but not limited to, issues:
o Nos. of offered Point of Sales (PoS).
o Probable location of the PoS describing the available services/facilities.
o Detail customer care plan focusing Centralized Customer Care Centers/Call
Center with necessary communication facilities and customer management
operation software etc.
o Bidder’s HR Planning for the ADSL outsourcing service and proposed key
personnel along with their field of expertise/Qualification and experiences
for Sales & customer support, technical support.
o List of probable Testing/Measuring Equipment, Analyzing Equipment etc.
o Rollout plan for the contract period
o Statement of Compliance indicating clause-by-clause unconditional
compliance to the all clauses and sub-clauses of this document.

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 o Copy of the Tender document signed in every page by the authorized
personnel of the Bidder
o Undertaking/Declaration for not enlisting as Black Listed organization by
any Government/Semi-Government or Autonomous Organization

6.2 The Folder marked with “Financial Proposal” shall contain the following two
quotations:

6.2.1 Share of collected revenue from the registered subscribers as service charge
(in percentage), which should not be more than 15%.
6.2.2 Charges per visit to the subscriber’s premise by company’s technical
personnel for on-site support, in case of more than two visits for a particular
subscriber in a month, which should not be more than Tk. 200 per visit. This
charge will be directly collected by the outsourcing companies from their
registered customer.

7. INSTRUCTIONS FOR THE BIDDER

7.1 The bidder shall submit 4 (four) sets of offer. One set should be marked as “Original”
and the remaining 3 (three) as Copy-1/Copy-2/Copy-3. In the event of any
discrepancy between the copies, the original shall govern.

7.2 The original and the copy of the offer shall be typed or printed, properly indexed and
all the pages numbered consecutively including the annexure and each page shall be
signed by the bidder or a person or persons duly authorized to sign the contract. If the
bid is not signed by the bidder or a person or persons duly authorized to sign, the bid
shall be treated as “Non-Responsive”.

7.3 Soft Copy of only the submitted tender shall also be provided. The Soft Copy shall
contain the exact replica of the offer. All the supporting documents, printed literature
etc. shall be scanned and copied into the Soft Copy. The soft copy may be submitted
on CD.

7.4 The bidder shall bear all costs associated with preparation and submission of the
tender.

7.5 BTCL will reject any Tender submission if the Tender Document was not purchased
directly from the BTCL’s designated office.

7.6 The Bidder is expected to examine all instructions, forms, terms, and specifications in
the Tender Document as well as in Tender Amendments, if any. Failure to furnish all
information or documentation required by the Tender Document may result in the
rejection of the Tender.

7.7 A prospective Bidder requiring any clarification of the Tender Document shall contact
the BTCL in writing at the BTCL’s address indicated in this document. BTCL will
respond in writing to any request for clarification received no later than seven (7) days
prior to the deadline for submission of Tenders.

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 7.8 A Bidder shall submit only one (1) Tender, either individually or as a Member in a
JVCA. A Bidder who submits or participates in more than one (1) Tender will cause
all the Tenders with that Bidder’s participation to be rejected.

7.9 All prices shall be quoted in Bangladesh Taka.

7.10 Tenders shall remain valid for 120 (One hundred and Twenty) days from the date of
the Tender submission prescribed by BTCL. Tender valid for a shorter period shall be
rejected by BTCL.

8. CLARIFICATION/MODIFICATION OF TENDER DOCUMENT

8.1 At any time prior to the deadline for submission of Tenders, BTCL for any reason, on
its own initiative or in response to a clarification request in writing from a Bidder,
having purchased the Tender Document, may amend the Tender Document by issuing
an amendment.

8.2 Any amendment issued shall become an integral part of the Tender Document and
shall be communicated in writing to all those who have purchased the Tender
Document.

8.3 BTCL shall forward copies of its response to all those who have purchased the Tender
Document, including a description of the enquiry but without identifying its source.

8.4 No pre-bid meeting will be held.

9. SUBMISSION OF TENDER

9.1 The bidder shall submit the tender in sealed envelopes, super scribed “Outsourcing of
sales and customer support service for ADSL Broadband Connections of BTCL”
and addressed to the contact person mentioned below. The responsibility for ensuring
that the offers are submitted in time is the bidder.

Director Procurement
Bangladesh Telecommunications Company Limited
Sher-E-Bangla Nagar Exchange (Annex Building)
Phone : +880 2 8150500
FAX : +880 2 8150511

10. LATE TENDERS

10.1 Any Tender received by BTCL after the deadline for submission of tenders shall be
declared late, will be rejected, and returned unopened to the bidder.

11. CLARIFICATION OF TENDERS

11.1 Evaluation committee of BTCL may ask the bidder for the clarification of its offer.

11.2 The request for the clarification and the response shall be in writing.

12. SCOPE OF SERVICE

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 12.1 Scope of Services of the Outsourcing Company
The scope of services of the finally selected outsourcing company shall include
Selling of previously bought ADSL packages to the BTCL existing/new
telephone subscribers from their designated Point of Sales (PoS).
Sending the documents to the point of contact in BTCL for ADSL service so
that orders can be issued to all concerned for setting up the connections.
After setting up and configuring the connections at Network Management
System (NMS), the outsourcing company will send technical personnel to set up
the connection at the subscriber’s PC/Laptop.
Providing technical support to their registered subscribers through Call Center.
Sending technical personnel to their registered subscribers for any on site
support. This type of support shall not exceed two times in a month. If such visit
exceeds two, the company may charge that from subscribers.
Keeping records of fault reporting and actions taken for fault clearance, with
time.
Sending summary fault-report, with suggestions (if any) to be done at BTCL end
for improving the service.
Delivering monthly bills to their registered subscribers and sending receipt to
BTCL.
Printing the Application Forms and Agreement form as approved by BTCL.
Selling/renting of modem, upon approval from BTCL, to their registered
subscribers and maintaining the modem.
The selected outsourcing company must open the PoS so that whole service area
is covered. Instructions from BTCL in this regard shall be obligatory which shall
be included in the contract.
12.2 Scope of Services of BTCL
The scope of services of BTCL shall include:
Selling ADSL packages to the finally selected outsourcing companies.
Operating and Maintaining IP DSLAM nodes through NMS (Network
Management System)
Configuring the customers in the IP DSLAM node through NMS
Changing modification work in MDF of Telephone Exchange
Processing and Printing of bills that will be delivered to the registered
subscribers by the finally selected outsourcing company.
BTCL will not provide any direct support to the subscribers.
Exclusive right for developing new or modifying existing package of ADSL
services regarding tariff.
Evaluation of summary fault report and provide directives to the outsourcing
company, if required.

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13. GENERAL TERMS AND CONDITIONS OF CONTRACT

13.1 The selection of the bidder will be on a non-exclusive basis. BTCL shall be free to
sell ADSL connections on its own from any point of sales or enter into a similar/
any other arrangement as envisaged in this tender with other companies.
13.2 The initial contract period shall be one year which may be renewed on yearly basis
based on performance of the service provider. However, either party may terminate
the contract at any time by giving three-month prior notice.
13.3 All modems to be supplied to the customers should be approved by BTCL and listed
on the website and shall carry a warranty of 24 months from the date of installation.
13.4 The price of the approved modems, to the customers shall not exceed the rate
charged by BTCL for similar modems.
13.5 The finally selected outsourcing company shall intimate in writing to BTCL before
making any change of ownership and shareholding.
13.6 Any authorized representative of BTCL shall have the right to enter and inspect the
offices, places and premises where the outsourcing companies setup its customer
care system/sales office.
13.7 The bidder organization shall request for ID cards for the personnel providing the
subscriber support from BTCL.
13.8 BTCL will be not responsible for any unlawful, illegitimate, illicit or criminal action
of finally selected Outsourcing Company(s)’s personnel and the Bidder
Organization shall indemnify BTCL against all other damages/charges/expenses for
which BTCL may be held liable or pay on account of the negligence of the Bidder
Organizations or their employees.
13.9 The bidder shall provide sufficient number of Front Desk Agent as well as the Field
Support Technician at each PoS as per their Registered Subscriber.
13.10 The Bidder shall be responsible for complying all labor laws and statutory
requirement pertaining to their employees.
13.11 Incase of complains arise against any personnel of the Bidder like querulous,
inefficient, infirm etc. during the contact period the organization will have to
replace such person with a suitable substitute.
13.12 In case of any loss/damage of subscriber equipment owing to negligence or
mishandling by the Subscriber Support Technician, the Bidder shall themselves be
responsible to make good for the losses.
13.13 The Bidder shall be responsible for any type of statutory/mandatory claims or
penalties for rendering outsourcing service.
13.14 The Bidder shall be responsible to manage License/Registration with concerned
authority, if required, to provide the services to BTCL.
13.15 The Customer Support Technicians of the Bidder Organization should be trained,
smart and well-mannered and carrying proper identity.
13.16 The finally selected outsourcing company shall buy the ADSL packages from
BTCL in advance. The mode of payment and selling point will be notified to the
selected company.

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 13.17 The intended subscribers will contact to the PoS of any selected outsourcing
company for registration on payment by filling prescribed form and submitting
necessary document. The outsourcing company shall not charge for the packages
more than face value of the package. The ADSL packages approved by BTRC are
attached as Annexure-3.
13.18 The outsourcing company will send the filled-up application forms along with
submitted document to the contact point in BTCL for ADSL service.
13.19 The Contact office of BTCL will issue connection work to the concerned offices in
BTCL and the outsourcing company.
13.20 Being notified, the outsourcing company will arrange to send technical personnel to
the customer premises and set-up, configure and demonstrate the customer about the
completion of the connection.
13.21 The outsourcing company must give the necessary Technical Support to their
registered customers as long as the customer uses the service within contract period.
13.22 The outsourcing company shall share a portion of monthly revenue to be collected
by BTCL of his registered customers. The share, in percentage, shall be quoted by
the intended outsourcing company in the “Financial Proposal.”
13.23 The successful bidders shall not engage any sub-contractor or transfer the contract
to any other agency/person in any manner.
13.24 The Service Provider shall be entirely responsible for all taxes, duties, license fees,
and other such levies imposed or incurred for the service delivery.
13.25 The Government requires that BTCL, as well as Bidders and Service Providers shall
observe the highest standard of ethics during the service delivery period against
public funds.
13.26 Should any corrupt, fraudulent, collusive or coercive practice of any kind come to
the knowledge of BTCL, it shall, in the first place, allow the Bidder to provide an
explanation and shall, take actions only when a satisfactory explanation is not
received. Such exclusion and the reasons thereof, shall be recorded in the record of
the procurement proceedings and promptly communicated to the Bidder concerned.
Any communications between the Bidder and BTCL related to matters of alleged
fraud or corruption shall be in writing.
13.27 Prices quoted by the Bidder shall be fixed during the Bidder’s performance of the
Contract and not subject to variation on any account.
13.28 BTCL reserves the right at the time of Contract Award to increase or decrease the
service area.
13.29 If the Bidder is a joint venture, consortium, or association, all of the parties shall be
jointly and severally liable to BTCL for the fulfilment of the provisions of the
Contract and shall designate one party to act as a leader with authority to bind the
joint venture, consortium, or association. The composition or the constitution of the
joint venture, consortium, or association shall not be altered without the prior
consent of BTCL.
13.30 Other relevant terms and conditions in light of the Public Procurement Regulations-
2008, not mentioned in this tender document but necessary for proper
implementation of the contract, and any other terms and conditions upon mutual
agreement may be included in the contract document with the successful bidder.

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14. CRITERIA FOR EVALUATION OF THE OFFERS

14.1 The Evaluation Committee of BTCL, so formed for this purpose, shall evaluate all
the offers according to clauses described in this section of the tender document.

14.2 However, relevant clause(s) stated elsewhere in this document shall also be
applicable if such clause(s) do(es) not contradict any or many clause(s) of this
chapter.

14.3 Bidder who will not give any or many of the required documents as asked to
submit in the Offer, the Tender shall be treated to be “Non-Responsive”.

14.4 The Evaluation Committee shall check and determine the completeness of each
document. If content of any of the required document(s) do not fulfil the
requirement of the respective clauses, the bid shall be treated as “Non-
Responsive”.

14.5 The Evaluation Committee shall consider bidders’ compliance to various clauses
and sub-clauses of this tender document.

14.6 If the bidder does not give any statement to its compliance to any clauses or sub-
clauses of the tender document, its' compliance shall be treated as “non
compliance” to that particular clause/ sub-clause.

14.7 If the bidder puts any condition to his compliance to any of the clauses and/ or
sub-clauses, its' compliance shall be treated as “non compliance” to that particular
clause and/ or sub-clause.

14.8 The Evaluation Committee shall also consider the contents of various attached
documents. If any content of the attached documents contradicts the compliance
statement of the bidder to any of the clauses and/ or sub-clauses, the bidder shall
be treated as “non compliant” to that particular clause and/ or sub-clause.

14.9 If any Certificate or any other document attached as part of the bid is found to be
false or unauthentic, the offer shall be made “Non-responsive”.

14.10 As part of the evaluation, the Evaluation Committee may take appropriate steps,
whichever fits desirable and practical to them, to verify information contained in
the Tender submitted by the bidders. The Evaluation Committee may also verify
the contents of all the documentary evidences submitted with the Tender. The
committee shall have the authority to contact the persons/ organizations issuing the
documents to ascertain the authenticity. If for any bidder, either the content or the
source of any of the supplied document is found to be unauthentic, or if the issuing
organization/ person refuses to certify the authenticity of any document, the
Evaluation Committee of BTCL shall treat the bid to be "Non-Responsive".

14.11 Based on the scoring system given in Annex-1, the bidders’ offers will be
categorized into “degree of responsiveness” by adding up the “points” earned by
each offer. The offer of any Bidder that earns less than 35 (Thirty Five) “points”
shall be treated as “Non responsive”.

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 14.12 The bid offer of a bidder, which was not treated by BTCL as “Non- responsive”,
shall be automatically declared as “Responsive”.

14.13 BTCL’s decision to declare any bidder as “Non-Responsive” shall be final.

14.14 All the bids, found ”Responsive” will be listed in chronology of the "Offer Value
(percentage of revenue)"; the bid with the lowest percentage shall be on top of the
list.

14.15 BTCL shall determine to its satisfaction whether the Bidder that is selected as
having submitted the lowest evaluated and substantially responsive Tender is
qualified to perform the Contract satisfactorily.

14.16 The determination shall be based upon an examination of the documentary

evidence of the Bidder’s qualifications and experiences submitted by the bidder.

14.17 An affirmative determination shall be a prerequisite for award of the Contract to

the Bidder. A negative determination shall result in rejection of the Bidder’s
Tender, in which event BTCL shall proceed to the next lowest evaluated Tender to
make a similar determination of that Bidder’s capabilities to perform satisfactorily.

14.18 BTCL reserves the right to accept any Tender, to annul the Tender process, or to
reject any or all Tenders, at any time prior to contract award, without thereby
incurring any liability to the affected Bidders, or any obligation to inform Bidders
of the grounds for BTCL’s actions..

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 Annex-1: Evaluation Criteria for Technical Offer

Evaluation Criteria Maximum Description Point

Point
Company Status 20 Limited Company 20
Partnership 10
Proprietorship 6
Overall business operation in ICT 20
sector >2 years but ≤4 years 8
>4 years but ≤8 years 12
> 8 years 20
Previous project/work experience 10 Completed 10
with BTCL Running 4
No experience 0
Yearly average amount of VAT 10 below Tk. 4,00,000 2
payment in the last two financial Tk. 4,00,000 to Tk. 8,00,000 4
years Tk. 8,00,001 to Tk. 6
12,00,000
Tk. 12,00,001 and above 10
Accomplished or accomplishing 10 Yes 10
managed service/maintenance No 0
contract in ICT field
Business Plan including Customer 20 Comprehensiveness 20
Care Plan
ISO certification 10 Yes 10
No 0

Note: The bidder shall submit the required document to earn the points.

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 Annexure-2: Location of ADSL nodes
Location of DSLAM*
Equipped port Status
Node
1 Moghbazar, Dhaka 1344 Ready to provide service
2 SBN, Dhaka 2144 Ready to provide service
3 Gulshan, Dhaka 2528 Ready to provide service
4 Central, Dhaka 2080 Will be ready soon
5 Chawkbazar, Dhaka 512 Ready to provide service
6 Comilla 512 Will be ready soon
7 Sayedabad, Dhaka 512 Ready to provide service
8 Fakirapool, Dhaka 640 Will be ready soon
9 Mirpur, Dhaka 864 Ready to provide service
10 Nilkhet, Dhaka 1696 Ready to provide service
11 Uttrara, Dhaka 1312 Ready to provide service
12 Narayangonj, Dhaka 512 Will be ready soon
13 Khilgaon, Dhaka 576 Ready to provide service
14 Cantonment, Dhaka 512 Ready to provide service
15 Agrabad, Chittagong 1312 Will be ready soon
16 Nandan Kanon, Chittagong 416 Will be ready soon
17 Central Sylhet, 512 Will be ready soon
18 Central, Khulna 224 Will be ready soon
19 Bogra 128 Will be ready soon
20 Barisal 224 Will be ready soon
21 Rajshahi 224 Will be ready soon
22 Gazipur 128 Will be ready soon
23 Savar 224 Will be ready soon
24 Mymensingh 128 Will be ready soon
25 Jessore 224 Will be ready soon
TOTAL 19488

• DSLAM: Digital Subscriber Line Access Multiplexer

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 Tenderer Information Sheet

Notes on Tenderer Information Sheet

This note is for information only to assist the procuring entity in the completion of the Form when
preparing the Tender Document, but this note should not be included in the issued Tender Document.
The information to be filled in by Tenderers in the following pages will be used for purposes of
verification of eligibility and qualification of the Tenderer as provided for in relevant Clauses of the
Instructions to Tenderers.

Invitation for Tender No: Date

Tender Package No:

A. Individual Tenderers

1. General Information of the Tenderer

1.1 Tenderer’s Legal Name

1.2 Tenderer’s legal address in Country of

Registration

1.3 Tenderer’s legal status

Proprietorship

Partnership (Registered under the

Partnership Act, 1932)
Limited Liability Concern (Registered under
the Companies Act, 1913)
Others

1.4 Tenderer’s Year of Registration

1.5 Tenderer’s business status

Manufacturer
Local Agent/Distributor of a foreign
Manufacturer

Stockist

Others (please specify)

1.6 Tenderer’s Authorised Representative

Information
Name

Address

Telephone / Fax Numbers

e-mail address

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1.7 Tenderer’s Value Added Tax Registration
Number
1.8 Tenderer’s Income Tax Identification
Number (TIN)
2. Qualification Information of the Tenderer

2.1 Number of years of overall experience of the

Tenderer in the ICT business:

2.2 Previous project/work experience with BTCL

2.3 Accomplished or accomplishing managed

service/maintenance contract in ICT field [

2.4 Yearly average amount of VAT payment in the last

two financial years

2.5 ISO certified Company?

3. Financial Information of the Tenderer

3.1 Financial reports or balance sheets or profit and loss statements or auditors’ reports or bank
references with documents or a combination of these demonstrating availability of liquid
assets. List below and attach copies.

3.2 Information on litigation in which the Tenderer is, or has been, involved:

(a) Any case within the past five years

Cause of Dispute Result of Settlement and amount

(b) Current cases in this financial year

Cause of Dispute Current Position of Case

Note: The above represents the minimum requirements. These may be added to buy the Purchaser on
a case-by-case basis, as necessary.

B. Individual Members of a Joint Venture

4.1 Each Member of a JVCA shall provide all the information requested in the form above,
Sections 1-3.
4.2
Attach a power of attorney for each of the authorising signatories of the Tender on behalf of

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 the JVCA.
4.3
Attach the Agreement among all Members of the JVCA (and which is legally binding on all
Members), which shows that:

(a) all Members shall be jointly and severally liable for the execution of the Contract
in accordance with the Contract terms;

(b) one of the Members will be nominated as being in charge, authorised to incur
liabilities, and receive instructions for and on behalf of any and all Members of
the joint venture; and
(c) the execution of the entire Contract, including payment, shall be done exclusively
with the Member in charge
Note: The above represents the minimum requirements. These may be added to buy the Purchaser on
a case-by-case basis, as necessary.

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