Credit Information Corporation Tender

Description Compliance Form Technical Specifications Subscription For Existing Helpdesk Solution (blossom & Estate Plan) I. Overview The Credit Information Corporation (cic) Is Mandated To Collect And Aggregate Borrower’s Credit Data To Establish The Creditworthiness Of Borrowers. Helpdesk And Ticketing Systems, Productivity Tools, And Online Collaboration Applications Play An Important Role In Communication, Messaging, Maintaining Customers, And Managing Customer Support. Cic Needs A Helpdesk System With The Following Features: A)track And Manage Incoming Tickets From Multiple Channels Into One Single View B)support Customers Across Various Platforms Like Email, Phone, Call, Chat, Social Media, And Other Messaging Apps C)collaborate With Multiple Teams Within Cic To Split, Assign, And Resolve Queries Faster As A Team D)automate Redundant Tasks Like Agent Assignment Based On The Skill, Workload, And Availability E)analyze And Gather Critical Insights On Agent Performances And Customer Experience With Advanced Analytics F)customize The Helpdesk To Suit Cic Business Requirements G)leverage Ai And Ml Capabilities To Take Some Work Off Your Agents And Provide Faster Resolutions To Customers, Without Compromising On The Quality Ii. Purpose The Cic Aims To Renew The Existing License For Helpdesk Solution To Continually Provide An Easy-to-manage Technology That Integrates With Other It Tools And Software Solution Of The Cic To Improve Its Overall Customer Support, Communication, Productivity And Collaboration While Overcoming Its Limited Budget And Man-power Resources. Iii. Scope The Paid License Covers Receiving Online Helpdesk Services, Product Updates And Versions, And Access To Technical Support For One Year. Iv. Definition Of Terms Cloud Computing Defined As A Set Of Framework That Provides On Demand, Scalable, Customized, Quality Services In Software, Platform And Also Provides Sharable Infrastructure Through Internet That Are Accessible And Available Everywhere. It Is A Model For Enabling Convenient, On-demand Network Access To A Shared Pool Of Configurable Computing Resources (e.g., Networks, Servers, Storage, Applications, And Services) That Can Be Rapidly Provisioned And Released With Minimal Management Effort Or Service Provider Interaction.[] Collaboration Tool Or Collaborative Software Is Application Software Designed To Help People Working On A Common Task To Attain Their Goals; [] Type Of Computer Program That Shares Data Between Computers For Processing. In Particular, Several Programs Have Been Written To Harness The Vast Number Of Computers Connected To The Internet. Rather Than Run A Screen Saver Program When Idle, These Computers Can Run Software That Lets Them Collaborate In The Analysis Of Some Difficult Problem.[] Helpdesk System Is A Tool That Organizes Customer Communication To Help Businesses Respond To Customers More Quickly And Effectively. Helpdesks Offer Features To Provide Context And Insight Into Customer Experiences.[ Service%20experience%20to%20your%20customers.] Service Level Agreement (sla) A Commitment Between A Service Provider And A Client. Particular Aspects Of The Service – Quality, Availability, Responsibilities – Are Agreed Between The Service Provider And The Service User.[] System Uptime Uptime Is A Computer Industry Term For The Time During Which A Computer Or It System Is Operational. Uptime Can Also Be A Metric That Represents The Percentage Of Time That Hardware, A Computer Network, Or A Device Is Successfully Operational. It Is Often Used As A Sign Of Operating System Or Network Reliability, Representing The Length Of Time A System Can Be Left Unattended Without Crashing Or Needing Maintenance. Hardware Reliability, Availability And Serviceability (ras) Are Important Factors In Data Center Uptime.[] V. Duties And Responsibilities 5.1.service Provider (sp) The Sp’s Responsibilities With Respect To This Project Are As Follows: 1.the Installation Of The License Must Be Completed Within Thirty (30) Calendar Days From The Receipt Of The Notice To Proceed (ntp). Otherwise, The Sp Shall Pay A Penalty In The Amount Of One Tenth Of One Percent (1/10 Of 1%) Of The Total Contract Price For Every Calendar Day Of Delay. 2.provide Account Support Via Phone Or Email, Including Requests For Additional Licenses, Storage, Billing Management, And Information About The Use Of The System, Along With Other Product Details. 3.provide 24x7 Online Technical Support Facility And Capability, Consisting Of An Online Helpdesk Facility And Competent Technical Support Personnel 5.2.credit Information Corporation Cic’s Responsibilities With Respect To This Project Are As Follows: 1.monitor The Provided Services And Verify If The Parameters Under The Service Level Agreement Are Met And Performed By The Sp. 2.issuance Of A Certificate Of Inspection And Acceptance To The Sp Upon Successful Completion Of The Testing Certifying That The Sp Conforms To All Requirements Stipulated In This Document. 3.pursuant To General Procurement Policy Board (gppb) Resolution No. 019-2006 Dated 06 December 2006, At The End Of Each Year, The Cic Will Conduct An Assessment Of The Quality Of Service Provided Particularly The Cost Charged By The Sp And The Range Of Services It Offers Against Other Service Providers In The Area. Vi. Requirements 6.1 General Items Requirements Statement Of Compliance (“comply” Or “not Comply”) Proof Of Compliance 1. Service Provider A)duly Notarized Statement That The Sp Is An Authorized Partner, Reseller, Or Distributor Of The Helpdesk System, And Has Been In Business Of Providing The Existing Helpdesk For At Least Five (5) Years Prior To The Deadline For The Submission Of Bids. B)the Sp Must Establish A Single Point Of Contact Call Center Operations/helpdesk With Hotline Numbers To Provide Timely And Responsive Trouble Reporting, Incident Handling, Problem Escalation And Field Support For All Problem Related Issues. C)the Sp Should Provide Unlimited Phone, Email, Chat And Any Form Of Electronic Communications And Messaging Support For One Year. 6.2 Technical Requirements Items Requirements Statement Of Compliance (“comply” Or “not Comply”) Proof Of Compliance 1. System Overview I.freshdesk Blossom Plan A)53 Agent Seats B)contract Duration: One (1) Year Or 29 November 2024 - 28 November 2025 Ii.freshdesk Estate Plan A)9 Agent Seats B)contract Duration: One (1) Year Or 29 November 2024 - 28 November 2025 2. Helpdesk Solution Features Blossom Plan Features: A)ticket Management (email Ticketing, Reusable Replies With Canned Responses, Dynamic Placeholders, Automatic Email Notifications, Custom Ticket Views, Tags For Tickets, Solutions And Contacts, Merge Tickets, Split Tickets, Public And Private Notes In Tickets, Add Watchers To A Ticket, Traffic Cop, Customer Satisfaction Surveys, Assume Identity Of Other Agents, Outbound Email, Ticket Export) B)helpdesk Automation (automatic Ticket Assignment Using Dispatcher, Time-triggered Automations Using Supervisor, Event-triggered Workflow Automations With The Observer, Multi-task Workflows With One-touch Scenario Automations) C)sla Management (business Rules Management Through Slas, Sla Reminders, Escalation Email For Sla Violation) D)customer Management (custom Contact And Company Fields, Merging Contacts) E)multi-channel Support (multiple Incoming And Outgoing Mailboxes, Standard Phone Channel, Basic Twitter Channel, Advanced Twitter Channel, Standard Facebook Channel, Advanced Facebook Channel, Embeddable Help Widget) F)reporting (agent And Group Performance, Helpdesk In-depth Report, Export Reports, Save Reports) G)customizations (custom Domain Mapping, Public Customer Portal Customization) H)security (single Sign On, Single Sign On With Saml, Advanced Password Policy For Agents And Customers) I)apps (access To App Gallery, Email Marketing And Crm Apps, Survey & Feedback Apps, Time Tracking And Invoicing Tools, Cloud Telephony Integration App) J)knowledge-base (private Knowledge Base, Email To Knowledge Base, Auto Suggest Solutions) K)ticket Forms (customizable Ticket Forms, Dependent Fields In Ticket Forms) L)mobile Customer Support (fresh Desk For Ios, Fresh Desk For Android, Mobile Optimized Html5 App) M)occasional Agents N)support (24x7 Email Support, 24x5 Phone Support) Estate Plan Features: A)ticket Management (email Ticketing, Multiples Shared Inboxes, Automatic Email Notifications, Merge Tickets, Split Tickets, Watch Tickets, Time Tracking, Ticket Templates, Satisfaction Surveys - Standards, Satisfaction Surveys – Customizable, Assume Identity, Outbound Email, Ticket Exports, Annotated Image Attachments, Undo Send, Ticket Activities) B)agent Productivity (shared Canned Responses, Personal Canned Responses, Agent Collision Detection, Traffic Cop, Public And Private Notes In Tickets, Filtered Search, Integrated Game Mechanics, Occasional Agents, Dynamic Placeholders, Custom Ticket Views, Tags, Quick Actions, Summary App, To- Dos, Add Reminders On To-dos, Session Replay, Canned Forms) C)helpdesk Automation (automations That Run On Ticket Creation, Time-triggered Automations, Event- Triggered Workflow Automations, Multi-task Workflows With One-touch Scenario Automations, Round Robin Ticket Assignment, Load Balanced Ticket Assignment) D)sla Management (business Rules Management Through Slas, Sla Reminders, Escalation Emails For Sla Violation, Multiple Sla Policies, Product, Group And Company Level Slas) E)social Support (basic Twitter Channel, Advanced Twitter Channel, Basic Facebook Channel, Advanced Facebook Channel, Facebook In-sync App F)collaboration (linked Tickets, Shared Ownership Of Tickets, Parent-child Ticketing, Contextual Collaboration With Freshconnect) G)ticket Forms (embeddable Feedback Widget, Custom Status, Custom Tickets Fields, Dependent Fields In Ticket Forms, Dynamic Ticket Forms) H)self Service (knowledge Base, Private Knowledge Base, Email To Knowledge Base, Auto Suggest Solutions, Automatic Sitemap Generation, Community Forums) I)freddy (ia Engine) (omnibot, Social Signals) J)global Support (multilingual Knowledge Base, Dynamic Email Notifications, Multiple Time Zones, Multiple Business Hours, Multiproduct Helpdesk) K)customer Management (custom Contact And Company Fields, Merge Contacts, Link Multiple Companies To A Single Contact, Identify Contacts Using External Id, Customer Journey, Customer 360, Customer Segments) L)reporting (agent And Group Performance, Helpdesk In-depth Report, Ticket Drill Down In Reports, Performance Distribution, Ticket Volume Trends, Top Customer Analysis, Ticket Lifecycle Report, Time Sheet Summary Report, Export Reports, Save Reports¸ Schedule Reports, Satisfaction Survey Report, Default Dashboard, Team Dashboards, Beacon) M)customizations (custom Domain Mapping, Public Customer Portal Customization, Css Customization, Complete Portal Customization, Customizable Agent Roles, Fresh Themes Gallery, Api Access) N)change Management (audit Log) O)security (single Sign On, Single Sign On With Saml, Advanced Password Policy For Agents And Customers, Dkim/dmarc - Unlimited Domains, Custom Ssl Certificates (default Free), Helpdesk Restriction, Custom Email Servers) P)apps (access To App Gallery, Email Marketing And Crm Apps, Cloud Telephony Integration App, Survey & Feedback Apps, Time Tracking And Invoicing Tools, Custom Apps) Q)freshdesk Mobile App (freshdesk For Ios, Freshdesk For Android) R)customer Support (knowledge Base, Community Forums, 24x7 Email Support, 24x5 Chat Support, 24x5 Phone Support) 3. Maintenance & Support A)24x5 International Phone Support; 8x5 Local Phone Support B)24x7 Email And Helpdesk Support C)response Time Within Two (2) Hours From Receipt Of Notice D)assistance In Fine-tuning And Enhancing The Configuration, Features, Rules, Sla, Or Automation In The Existing Helpdesk Solution E) Correct/fix Any System Problems Identified Within The Agreed Service Level 4. Knowledge Transfer A)at Least One (1) Technical Training From A Certified Helpdesk Solution Engineer Or Expert – Basic Agent Training, And/or Advanced Helpdesk Solution Administration B)at Least Five (5) Participants C)at Least One (1) Day Of Training Vii. Approved Budget For The Contract (abc) The Abc For The Project Is Php961,000.00 Inclusive Of All Applicable Government Taxes And Service Charges. Viii. Schedule Of Delivery The Service Provider Shall Commence Delivery And Implementation Of The Services Within 30 Calendar Days (lead Time For Delivery For Non-stock Items) Upon Receipt Of The Notice To Proceed. Ix. Terms Of Payment Payment Shall Be Made On The Following: 1.payment Shall Be Made On A One-time Basis Subject To Submission Of The Billing Statement And Other Supporting Documents By The Service Provider, Subject To The Issuance Of A Certificate Of Satisfactory Service By Cic. 2.the Start Of Billing Shall Be Based On The Date Of Issuance Of The “certificate Of Acceptance”. Statement Of Compliance Dated This ________________. Signature Of Authorized Representative Printed Name Of Authorized Representative Capacity Duly Authorized To Sign Compliance For And On Behalf Of: ___________________ Annex "c" Omnibus Sworn Statement Republic Of The Philippines ) City/municipality Of ______ ) S.s. Affidavit I, [name Of Affiant], Of Legal Age, [civil Status], [nationality], And Residing At [address Of Affiant], After Having Been Duly Sworn In Accordance With Law, Do Hereby Depose And State That: 1.[select One, Delete The Other:] [if A Sole Proprietorship:] I Am The Sole Proprietor Or Authorized Representative Of [name Of Bidder] With Office Address At [address Of Bidder]; [if A Partnership, Corporation, Cooperative, Or Joint Venture:] I Am The Duly Authorized And Designated Representative Of [name Of Bidder] With Office Address At [address Of Bidder]; 5.[select One, Delete The Other:] [if A Sole Proprietorship:] As The Owner And Sole Proprietor, Or Authorized Representative Of [name Of Bidder], I Have Full Power And Authority To Do, Execute And Perform Any And All Acts Necessary To Participate, Submit The Bid, And To Sign And Execute The Ensuing Contract For [name Of The Project] Of The [name Of The Procuring Entity], As Shown In The Attached Duly Notarized Special Power Of Attorney; [if A Partnership, Corporation, Cooperative, Or Joint Venture:] I Am Granted Full Power And Authority To Do, Execute And Perform Any And All Acts Necessary To Participate, Submit The Bid, And To Sign And Execute The Ensuing Contract For [name Of The Project] Of The [name Of The Procuring Entity], As Shown In The Attached [state Title Of Attached Document Showing Proof Of Authorization (e.g., Duly Notarized Secretary’s Certificate, Board/partnership Resolution, Or Special Power Of Attorney, Whichever Is Applicable;)]; 3.[name Of Bidder] Is Not “blacklisted” Or Barred From Bidding By The Government Of The Philippines Or Any Of Its Agencies, Offices, Corporations, Or Local Government Units, Foreign Government/foreign Or International Financing Institution Whose Blacklisting Rules Have Been Recognized By The Government Procurement Policy Board, By Itself Or By Relation, Membership, Association, Affiliation, Or Controlling Interest With Another Blacklisted Person Or Entity As Defined And Provided For In The Uniform Guidelines On Blacklisting; 4.each Of The Documents Submitted In Satisfaction Of The Bidding Requirements Is An Authentic Copy Of The Original, Complete, And All Statements And Information Provided Therein Are True And Correct; 5.[name Of Bidder] Is Authorizing The Head Of The Procuring Entity Or Its Duly Authorized Representative(s) To Verify All The Documents Submitted; 6.[select One, Delete The Rest:] [if A Sole Proprietorship:] The Owner Or Sole Proprietor Is Not Related To The Head Of The Procuring Entity, Procurement Agent If Engaged, Members Of The Bids And Awards Committee (bac), The Technical Working Group, And The Bac Secretariat, The Head Of The Project Management Office Or The End-user Unit, And The Project Consultants By Consanguinity Or Affinity Up To The Third Civil Degree; [if A Partnership Or Cooperative:] None Of The Officers And Members Of [name Of Bidder] Is Related To The Head Of The Procuring Entity, Procurement Agent If Engaged, Members Of The Bids And Awards Committee (bac), The Technical Working Group, And The Bac Secretariat, The Head Of The Project Management Office Or The End-user Unit, And The Project Consultants By Consanguinity Or Affinity Up To The Third Civil Degree; [if A Corporation Or Joint Venture:] None Of The Officers, Directors, And Controlling Stockholders Of [name Of Bidder] Is Related To The Head Of The Procuring Entity, Procurement Agent If Engaged, Members Of The Bids And Awards Committee (bac), The Technical Working Group, And The Bac Secretariat, The Head Of The Project Management Office Or The End-user Unit, And The Project Consultants By Consanguinity Or Affinity Up To The Third Civil Degree; 7.[name Of Bidder] Complies With Existing Labor Laws And Standards; And 8.[name Of Bidder] Is Aware Of And Has Undertaken The Responsibilities As A Bidder In Compliance With The Philippine Bidding Documents, Which Includes: A.carefully Examining All Of The Bidding Documents; B.acknowledging All Conditions, Local Or Otherwise, Affecting The Implementation Of The Contract; C.making An Estimate Of The Facilities Available And Needed For The Contract To Be Bid, If Any; And D.inquiring Or Securing Supplemental/bid Bulletin(s) Issued For The [name Of The Project]. 9.[name Of Bidder] Did Not Give Or Pay Directly Or Indirectly, Any Commission, Amount, Fee, Or Any Form Of Consideration, Pecuniary Or Otherwise, To Any Person Or Official, Personnel Or Representative Of The Government In Relation To Any Procurement Project Or Activity. 10.in Case Advance Payment Was Made Or Given, Failure To Perform Or Deliver Any Of The Obligations And Undertakings In The Contract Shall Be Sufficient Grounds To Constitute Criminal Liability For Swindling (estafa) Or The Commission Of Fraud With Unfaithfulness Or Abuse Of Confidence Through Misappropriating Or Converting Any Payment Received By A Person Or Entity Under An Obligation Involving The Duty To Deliver Certain Goods Or Services, To The Prejudice Of The Public And The Government Of The Philippines Pursuant To Article 315 Of Act No. 3815 S. 1930, As Amended, Or The Revised Penal Code. In Witness Whereof, I Have Hereunto Set My Hand This __ Day Of ___, 20__ At ____________, Philippines. _____________________________________ Bidder’s Representative/authorized Signatory Subscribed And Sworn To Before Me This __ Day Of [month] [year] At [place Of Execution], Philippines. Affiant/s Is/are Personally Known To Me And Was/were Identified By Me Through Competent Evidence Of Identity As Defined In The 2004 Rules On Notarial Practice (a.m. No. 02-8-13-sc). Affiant/s Exhibited To Me His/her [insert Type Of Government Identification Card Used], With His/her Photograph And Signature Appearing Thereon, With No. ______ . Witness My Hand And Seal This ___ Day Of [month] [year]. Name Of Notary Public Doc. No. ___ Page No. ___ Book No. ___ Series Of ____. Note: “sec. 12. Competent Evidence Of Identity – The Phrase “competent Evidence Of Identity” Refers To The Identification Of An Individual Based On: At Least One Current Identification Document Issued By An Official Agency Bearing The Photograph And Signature Of The Individual, Such As But Not Limited To, Passport, Driver’s License, Professional Regulations Commission Id, National Bureau Of Investigation Clearance, Police Clearance, Postal Id, Voter’s Id, Barangay Certification, Government Service And Insurance System (gsis) E-card, Social Security System (sss) Card, Philhealth Card, Senior Citizen Card, Overseas Workers Welfare Administration (owwa) Id, Ofw Id, Seaman’s Book, Alien Certificate Of Registration/immigrant Certificate Of Registration, Government Office Id, Certification From The National Council For The Welfare Of Disabled Persons (ncwdp), Department Of Social Welfare And Development (dswd) Certification; The Board Resolution Or Secretary’s Certificate Referring To The Said Board Resolution Designating The Bidder’s Authorized Representative And Signatory Need Not Specifically Indicate The Particular Project Where Such Authority Is Given Provided That The Said Authority Covers Activities By Cic.