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S.
No.
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Parameter
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Service Level
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1.
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Procedure for issue of Receipts
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M/s BLS International (hereafter called Outsourced Service Provider - OSP) agrees to collect the fee as per Chapter VII: Scope of Work and issue a single Receipt of the total amount received from the applicant for each CPV Service, including the Optional Service availed in that regard. The Receipt numbers shall be continuous and there shall be no unexplained missing Receipt numbers.
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2.
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Loss/Damage of Passports/documents
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The OSP agrees to be responsible for the loss/damage of passports/ documents in his/ her custody and during transmission between ICAC and Mission/ Applicant.
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3.
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Delay in submitting the completed application forms along with documents to the Mission
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The OSP agrees to be responsible for sending the application forms along with documents received from the applicants to the Mission/Post(s) as per the schedule fixed by the
Mission/Post(s) concerned
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4.
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Delay in returning
passport/documents to
applicants by OSP after having been received from the Mission
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The OSP agrees to be
responsible for returning the passports/ documents received from the Mission to the applicants on the same/ next working day.
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5.
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Postal/ Courier applications
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The OSP shall be responsible for bringing all postal/ courier applications into the main tracking system on the day of their receipt. Postal applications after scrutiny shall be transmitted to the Mission on the next working day of receipt at the latest.
The OSP agrees to provide a daily statement of details of postal/ courier applications received, indicating the tracking number, date/ time of receipt (verifiable from the tracking number) and the date/
time of dispatch to the Mission.
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6.
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Provision of Optional Services
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The OSP shall be responsible for ensuring that Optional Services are not forced on the applicants through coercion or misleading information.
OSP also understands that offering any unsolicited and unapproved Optional Service or overcharging for any service in the approved list is not permissible.
The OSP shall be responsible for providing Optional Services in respect of each Mission as mentioned in the RFP.
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7.
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Collection of
unauthorized amounts from the applicants
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The OSP agrees to provide access to the Bank Statement of the designated Bank Account and its Statement of Daily Cash Collection to the Mission/Post(s) concerned.
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8.
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Working Hours of India Consular Application Centre (ICAC)
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The OSP shall ensure that there shall be 48 working hours per week and 39 working hours for submission / collection of applications at each ICAC unless working hours are changed by the Mission in
consultation with the OSP.
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9.
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No. of Counters for Reception, Submission and Enquiry
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The OSP agrees that he/she shall ensure that the counters at each ICAC shall be as given in RFP OR approved by the Mission/Post(s) concerned and that each counter shall, at all times, be manned by staff with appropriate qualifications. In case, a staff member is on leave, a substitute shall be
provided and the Mission shall be kept informed.
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10.
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Appointment of Centre Manager at each ICAC and a Country Manager
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Each ICAC should have a designated Centre Manager who is responsible for the functioning of the ICAC.
The OSP shall also ensure that a Country Manager responsible for operations of all the ICACs in the country concerned is appointed as Head of the ICACs.
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11.
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Overall Turnaround time at the ICAC
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The OSP agrees to ensure that the overall processing time for a CPV Service at the ICAC shall not exceed 30 minutes from the time of entry into ICAC (token generation) to the time of generation of submission receipt for the applicant. Clear audit trails of these times shall be made available to the Mission/Post(s) concerned on a daily basis.
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12.
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Waiting time at the call centre for telephonic queries
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The OSP agrees to ensure that the telephonic queries shall be responded to from 9 A.M. to 7 P.M. on all working days with updated information on a real- time basis. Waiting time shall not exceed 3 minutes. A daily log indicating the waiting time and the handling time for each call shall be provided to the Mission/Post(s) concerned on a daily basis.
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13.
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Email queries
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The OSP agrees to ensure that all email queries shall be answered within 24 hours, except in the case of queries that require consultation with the Mission, where they shall be answered in 48 hours. OSP agrees to provide a weekly log of details of emails received and answered.
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14.
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Five stage Website Tracking Mechanism for
passport services. The tracking stages could be fewer than five stages for visa services as per requirement.
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The OSP agrees to ensure that the status of processing and movement of documents shall have the following checkpoints, to be updated on a real time basis:
a) Acceptance of application form in the ICAC
b) Dispatch of application form with documents to the Mission
c) Processing in the Mission
d) Receipt of documents from the Mission
e) Dispatch of documents to
the applicant giving details for tracking
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15.
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Provision of Courteous Services to the Applicants
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The OSP agrees to extend courteous services to the applicants and will not allow any acts of omission/commission which will bring displeasure or unpleasantness to the applicants or bring disrepute to the Mission or Government of India.
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16.
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Acceptance of Incomplete Documents
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The OSP shall be responsible to accept application forms after due scrutiny as per the checklist approved by the Mission/Post(s).
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17.
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Return of Documents without giving the reasons for writing
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There should be no case of returning/non-acceptance of the document without giving the reasons in writing.
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18A.
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Online appointment system with live tracking
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The OSP agrees to provide online appointment system with live tracking.
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18B.
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Smart Queue management system linked with appointment system
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The OSP agrees to provide Smart Queue management (SQM) system linked with appointment system.
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18D
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WhatsApp bot
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The OSP agrees to provide WhatsApp bot.
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19.
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No outsourcing/No sub- contracting of CPV services by OSP on commission or royalty or on any other basis.
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The OSP agrees to ensure that he/she shall not further outsource any CPV services to any person/company or entity on commission or royalty or on any other basis. No sub-
contracting is permitted.
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20.
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4 SMS updates for Mission/courier applications.
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The Service Provider should mandatorily provide 4 SMS updates for Mission/courier applications (i. receipt of application in the ICAC, ii. dispatch of documents to the Mission, iii. receipt of documents in the ICAC from the Mission and iv. dispatch of documents by
Courier/Post). In regard to applications received in person in the ICAC, only ii, iii and iv may be required. All these information should also be uploaded to the website tracking system on a real-time
basis.
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21.
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Minimum number of appointment slots per day
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OSP should ensure that the appointment slots are commensurate with the number of applications received in a day on average basis as fixed by the Mission/Posts
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22.
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Phone calls rate after the free prescribed time limit (five minutes).
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Service Provider can charge normal call charges after the prescribed free time limit (five minutes). Special / higher call charges are not permitted.
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23A
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Refunds towards Incomplete applications.
Incomplete applications may be retained by OSP for a period of twenty-one working days to enable corrections and rectify deficiencies.
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OSP should submit the completed applications to Mission/Post at the latest within a period of ten working days.
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23B
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For those applications where no-responses have been received
within 21 days from the date of intimation to the Applicant or applications which remain incomplete after 21 days.
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The applications shall be duly returned to the applicant alongwith refund of the GoI fees after deducting bank/agency charges, if any, within one month. The charges for returning the applications, if not collected in person, should be borne by the Applicant. The service fee and charges for any optional service rendered can be retained by OSP in full and
non-refundable.
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23C
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The status of the applications inter alia
pointing out to any deficiencies shall be updated in the portal’s
tracking system at all the stages.
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A consolidated list of all incomplete applications should
be shared with the Missions/Post on monthly basis. Any violation shall entail penalty.
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24.
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Any other violation which is not mentioned above, including violation of charges for optional services (OSs) not listed in the approved list.
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Charging for Optional Services (OSs) not listed in the approved list of OSs and any other violation not mentioned in the SLA.
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