vii

Form filling

€ 10.00 or equivalent to Service Fee whichever is lower.

S.No.

Parameters

I

Experience

1.

Three years of experience in the field of outsourcing for CPV services or Government of India (GOI) e-governance projects or ten years in the travel/related industry (certificate to be provided)

2

Capacity to handle two hundred applications per day on a three year average on any existing/ previous project. (Certificate to be provided)

II

FINANCIAL STRENGTH OF THE COMPANY

1

Minimum Annual Turnover of US$ 500,000 based on the average of last three years -Certificate from an authorized external Auditing Agency

2

Minimum Net worth of US$5 million -Certificate from an authorized external Auditing Agency

3

Capacity to provide financial guarantees as per RFP. -Certificate from an authorized external Auditing Agency -multiple Bank Guarantees of different amounts to be specified by Mission for encashment against non-payment of penalties.

4

Capacity to provide Insurance for services and obligations The insurance should cover the properties of IVACs and services rendered by the Service Provider and the obligations including legal obligations arising out of them and should survive expiry or termination of Contract in regard to legal issues.

III

Scope of the work and deliverables required

1

Location of the service centres in reputed areas with convenient accessibility. The Hague centre should be within 2 kms of the Embassy of India, The Hague. The location of the Centres must be permissible under local zoning laws.

2.

Number of centres - Two full-fledged centres with staff component of at least 7 each and a collection centre in Rotterdam manned by at least two employees. Collection of biometric data would need to be done at all three centres.

3

Size and Layout of the Centre - The Hague and Amsterdam centres should be at least 300 sq.mtr. in size with earmarked separated areas for Value Added Services, call centre and backroom office. The main operational area should be at least 200 sq. mtr. and have adequate seating arrangements for 60 applicants. The collection centre at Rotterdam should be at least 50 sq. mtr and should have adequate seating arrangements for at least 10 applicants.

4

Number of staff and nature of work to be handled-

The number of staff and the nature of work to be handled is as follows:

1. The Hague and Amsterdam centres – A total of at least 7 staff members, four for manning the counters, one for assisting applicants with the VAS, one for manning the call centre and one Manager-cum-back office in-charge.

2. Rotterdam centre – At least two staff members, one to man the visa application desk and the other the passport/OCI/Misc. Consular Services desk.

5

Number of counters and work to be handled by each-

1. The Hague and Amsterdam centres – At least four counters, of which two would be for visa applications, one for the Passport/OCI/Misc. Consular Services and one for walk-in applicants. A separate desk for VAS such as form filling etc.

2. Rotterdam centre – At least two counters, one to man the visa application desk and the other the passport/OCI/Misc. Consular Services desk. At least 1 hour each day to be slotted for walk-in applicants at both the Rotterdam centre counters.

6

Submission hours (acceptance of applications at the Counters) of IVAC should be 33 hrs per week (5 working days), irrespective of back-office working time.

7

Total turnaround time should not be more than 60 minutes from arrival to submission of application. -Delays in providing service will lead to imposition of penalties.

8

Bar-coded receipt and electronic data entry system - Detailed explanation should be given in the Bid. If needed a presentation is to be given in the Mission/Post and Ministry

9

ISO *certification - The following ISO certification should be provided : ISO- 9001-2008 (QMS-Quality Management System) ISO-27001-2013(ISMS- Information Security Management System) ISO 23026-2015(Website Quality certification) -Certification must be as per the latest version wherever applicable.

10

Security and Vigilance System in the centre -

Adequate security and vigilance systems need to be ensured at each of the centres, including at least one security official and equipment such as metal detectors, CCTV cameras with recorded data etc.

11

Storage and security of documents in the centre (strong room, cabinets and key system, details of staff responsible for the same) Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and/or Ministry.

12

Security of movement of documents between the centre and Mission (nature of vehicles used and containers and key system) Dedicated cars/vans with documents in locked containers with security staff must be used for transportation of documents. The keys of the containers should be available only in the IVACs and Mission/Post. Transportation of documents by public transport is prohibited Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and/or Ministry

13

Electronic display of the progress of the applications in the centre. Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and Ministry.

14

Data security and secure transfer of data including possession of appropriate certification and full compliance with local legal regulations. Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and Ministry.

15

Wherever online application is not used, creation of meta data file along with sub-files for enclosed documents Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and Ministry.

16

Hardware for capture of ten finger biometrics and facial biometrics Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and Ministry.

17

Efficient and secured system for storage and transfer of biometric data, in full compliance with local regulations. Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and Ministry.

18

Five stage Online tracking system, as specified, of the status of applications in the website. The data on the website must be uploaded on real time basis. Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and Ministry. i)Acceptance of application at the IVAC, ii) dispatch of passport and documents to Mission/Post iii) processing at Mission/Post iv) receipt of documents from Mission/Post v) ready for delivery/dispatch of documents with details

IV

Facilities

1

Computerisation of operations related to data capture and scanning of applications, photographs and enclosures including digitization and indexation for efficient and fast search and retrieval operations. Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and Ministry.

2

Computerisation of operations related to accounts matters The software system (CONSPROM) prepared by NIC should be introduced immediately when provided.

3

Security system to control access of applicants, safe custody of documents and security of information held on the service provider's IT system, in full compliance with local legal requirements

4

Maintenance of logs/records and statistics as specified by Mission

5

Machine generated tickets of the applicants indicating date and time of entry (token issue time) and exit (receipt generation time). Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and Ministry.

6

Maintenance of confidentiality of the information and prevention of leakage of information from the centre, in compliance with local laws. Detailed explanation should be given. If needed a presentation is to be given in the Mission/Post and Ministry.