Sl.No.

Clarification / information sought

Response

1.

Criteria (Section 4-i & ii of RFP):

i)         The consular service Contracts precludes the service provider from divulging data as it is considered confidential and sensitive; in the circumstances would reference letters from the service provider‘s consular clients suffice without mentioning the minimum number although it goes without saying that the service provider has efficiently handled applications far in excess for the minimum number stipulated in the RFP.

ii)       Is there alternative documentary evidence that the service provider could provide to substantiate the experience and the delivery of numbers mentioned in the RFP.

i)  & ii)  The documents required have been spelt out in the RFP document.

2.

Point No.6 of RFP:

i)         The scope of service contemplated in the above services and whether the service provider needs to capture information electronically?

ii)       Please clarify “Any other consular service(s) that the HCI may decide to outsource”.

iii)      Can the service provider charge differential fee / dual fee pricing for handling visa applications, passport applications and for providing other services?  For example, the service provider can charge a lower fee for Passport applications since it involves servicing Indian applicant.  Is it acceptable or is the service provider required to quote only one uniform fee for all services provided?

i)         The information provided in the RFP document is quite exhaustive and deals with these aspects. The data needs to be captured and transmitted to the High Commission / Consulates electronically.

ii)       It is not feasible to spell out ‘any other consular services that the HCI may decide to outsource’.

iii)      The RFP document clearly mentions that bidders are required to charge “only one uniform fee for all services provided”.

3.

Sub-contracting (Point 10 of RFP):

Will the following service comes under sub-contracting;

·         Security service provided for the offices;

·         Courier service for transporting documents collected.

·         Yes.

·         Yes.

4.

Submission Requirement (Point no.49 of RFP):

·         The allocation in the scope of service etc., in the event the contract is awarded to more than one. How the numbers will be divided between both the bidders?

·         Will both bidders be permitted to open offices in the same locality?

·         The service seekers will be free to choose any of the two service providers.  We will not do any allocation.

·         Yes.

5.

Point No.15 of RFP:

·         The RFP provides that the bidder should be willing to come to Ottawa for clarification during second fortnight (May 2008) and also for financial bid opening.  Will the financial bid be open when the service provider is called for clarification or does the service provider need make a second trip to be present for financial bid opening?

·         Would the Embassy assist the service provider in applying for the Canadian visa and send the necessary invitation and advance notice for the same?

·         The financial bid will not be opened when firms are invited to provide clarifications.  A second trip would thus be required for representatives of the firms wishing to be present for the financial bid opening.

·         No.  The High Commission will send a letter to the service provider(s) inviting them to come to Canada for meeting(s).  It will be our endeavour to give at least a week’s notice for opening the financial bids.

6.

Point no.20-vii of RFP:

·         Can the service provider install IVRS system to answer applicant’s queries in various languages? Also, can the service provider charge a premium rate for live operation handling calls?

·         IVRS system could be installed with a clear option for a person to be able to speak to a representative of the service provider. The RFP document does not envisage any charges for handling calls.

7.

The break-up of applications location wise (based on the expected centers that the service provider is expected to offer)?

It is not feasible to provide the information.

8.

What is the break-up of applications received in person, through courier or postal services and through travel agents?

Office

In person

Courier

Travel agent

HCI Ottawa

90%

8%

2%

CGI Toronto

As CGI Toronto has established a procedure to primarily issue visas through mail, on an average, 125-200 applications are received daily (depending upon season) in person for various services namely emergency visa, OCI card, PIO card, issue/renew of passports, attestations, etc.

CGI Vancouver

35%

30%

35%

9.

As part of the solution for scanning/storage of documents, the documents that need to be scanned in addition to the application forms for Visas, Passport applications, PIO applications and OCI card applications may be intimated.

Depending upon service applied for, PIO card / old Passport / application forms / photographs / signatures need to be scanned.

10.

Point # 49 of Clause X of the RFP:

On the possibility of an award of contract to the L1 vendor and additionally an opportunity given to L2 and L3 bidders to provide the service at the price quoted by L1.  It is not quite clear as to the ramifications of this clause and clarity and further understanding may be provided.  This clause apparently gives one the understanding that, all things being equal on the technical parameters, all bidders would theoretically have an opportunity to quote the lowest price and be given the opportunity to provide services by default.  This defeats the very purpose of a unique commercial proposal by a serious bidder.  (One presumes that the clause was meant to communicate that, in the eventuality of L1 not agreeing to provide services for any reason whatsoever, L2/L3 would be give the opportunity to offer services at the price provided by L1). 

The RFP document clearly mentions that contract will be awarded to not more than two service bidders.

11.

The following clause will lead to unhealthy competition between the two bidders and it may lead to malpractices: “If a second lowest bidder is willing to do the work at same cost as the lowest bidder, the work will be awarded to both the parties and will be asked to open the center at all locations indicated in the RFP”.

It is a well-considered decision to award the contract to not more than two service providers.