AIRPORTS AUTHORITY OF INDIA

DEPARTMENT OF OPERATIONS
NSCBI AIRPORT, KOLKATA – 700052.

Tender Id. : 2020_AAI_59624

Name of Work : Management of “May I Help You Desk”

at NSCBI AIRPORT, KOLKATA -
700052.

Estimated cost : Rs.3,06,97,997/-.

Period of contract : 36 months extendable for another 12

months subject to satisfactory
performance.

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2
 AIRPORTS AUTHORITY OF INDIA
NSCBI AIRPORT, KOLKATA
DEPARTMENT OF OPERATIONS

INDEX

S.no Table of contents Page nos.

1. Notice inviting E-tender 04 - 13

2 Instructions for online bid submission 14 – 18

3. Check list 19 – 21

4. Acceptance Letter 22

5. Special Conditions and Specifications 23-29

Certified that this tender documents contains 29 (Twenty Nine) Pages only

JTGM (Ops)

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 NSCBI AIRPORT, KOLKATA
DEPARTMENT OF OPERATIONS

Ref. No.:AAC/OPS-TM/83/2020 DT:12.10.2020.

NOTICE INVITING e-TENDER (2 ENVELOPE OPEN TENDER)

1. Item rate tenders are invited through the e-tendering portal by Jt. General
Manager (Operations), AAI, NSCBI Airport, Kolkata on behalf of Chairman,
AAI, from eligible agencies in the field of Hospitality services for the work of
“Management of “May I Help You Counters “at NSCBI Airport, Kolkata” at
an estimated cost of Rs.3,06,97,997/- (Excluding GST,ESI,EPF & BONUS)
with period of completion 36 (Thirty Six) Months. Further Extendable for
another 12 Months subject to satisfactory performance.

Tender documents may be downloaded from CPP portal:

http://etenders.gov.in/eprocure/app and Airports Authority of India web site
www.aai.aero (for reference only) as per the schedule given in CRITICAL DATE
SHEET under:
Critical Dates

Published Date 12.10.2020

Bid Document Sale Start Date 12.10.2020
Clarification Start Date 16.10.2020
Clarification End Date 19.10.2020
Bid submission Start Date 20.10.2020
Bid Submission End Date 02.11.2020
Last date and time of submission 04.11.2020
of tender Fee, EMD and other
offline supporting documents
Bid Opening Date (Cover-I) 05.11.2020
(Fee + Pre-Qualification+
Technical Bid)
Bid opening Date : Cover-II 19.11.2020
(Financial Bid)

Tender fee (Non –Refundable) of Rs.2,950/- (inclusive of GST) will required to be paid in
the form of Demand Draft drawn in favour of Airports Authority of India payable at
Kolkata from Nationalised or any scheduled bank (but not from co- operative or Gramin
bank). The Hard copy of original instruments in respect of cost of tender document must

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be delivered to the Jt General Manager (OPS), Airports Authority of India, NSCBI
Airport, Kolkata and should be posted/ given in person to the concerned officials latest as
specified in the Tender Document.

EMD of the Value of Rs.6,14,000/- (Rupees Six lakhs and fourteen thousand
only) shall be accepted offline only in the form of Demand Draft Drawn in
favour of Airports Authority of India payable at Kolkata from a nationalized
or any scheduled bank (but not from co-operative or Gramin bank).
The original Demand Draft against Tender Fee, EMD, duly stamped and signed
hard copy of AAI’s Unconditional Acceptance letter & affidavit for payment of
minimum wages shall reach the office of Tender Inviting Authority (Jt Gen.
Manager (Ops) - AAI, NSCBI Airport, Kolkata, on or before 04.11.2020 upto
17:00 hours.
The bidder who fails to submit the original DD towards Tender Fee & EMD
before the stipulated time, their tender shall be rejected out-rightly. Any
postal delay will not be entertained.

2. Bid Submission:

Bidders are advised to visit this website regularly to keep themselves updated as
any change/modification in the tender will be intimated through this website
only. Bids shall be submitted online only at CPP portal:
http://etenders.gov.in/eprocure/app.

Tenderer/Agency are advised to follow the instructions “Instructions to Bidder

for Online Bid Submission” provided in the Annexure “A” for online submission
of bids. Bid documents may be scanned with 100 dpi with black and white option
which helps in reducing size of the scanned document.

Following 2 covers shall be submitted through online CPP-portal by the bidder.

Cover I (EMD,Tender Fee + PQ + Technical Bid folder): -

The tenderer shall upload the digitally signed file of scanned documents in
support of their meeting each criterion in Cover I as mentioned below.

A. Scanned copy of DD against EMD & Tender Fee.

B. Qualifying requirements of Agencies / firms:-

(i) Agency specialized in the similar nature of work having Permanent Account
Number. The agency shall submit the relevant proof in this regard.
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(ii) The Bidder should have experience of similar works (definition of similar
works as below) during the last five years ending on 31.03.2019. The bidder
has to submit the relevant work experience certificates to the tune of 03
works each of 40% of annual estimated value (or) 02 works each of 50% of
the annual estimated value (or) 01 work of 80% value of the annual estimated
value in last 05 years.

Similar works mean – Managing “Helpdesk/Information Counters” at

airports/ Providing skilled and trained manpower for Airlines Cabin Crew,
Airline check-in counters/Managing Executive & Business Lounges at
Airports/Providing skilled manpower for 5-star Hotel Front Desk/
Managing “Helpdesk/Information Counters” in MNC Buildings/ Managing
“Helpdesk/Information Counters” in Multi Specialty Hospitals

Client certificate for experience should show the nature of work done,
the value of work, date of start, date of completion as per agreement /
status of ongoing work. Firms showing work experience certificate from
non-government / non-PSU organizations should submit copy of tax
deduction at sources certificate in support of their claim for having
experience of stipulated value of work.

(iii) Permanent Account Number (PAN), PF & ESI Registration and Goods and
Services Tax Registration No.

(iv) Scanned copy of duly signed and stamped Unconditional Acceptance of AAI
Tender Conditions (Performa given in Annexure-I).

(v) Scanned copy of Affidavit (regarding payment of minimum wages & deduction
of EPF/ESIC on non-judicial stamp paper value of 100/-)

(vi) Undertaking stating Agency has not been black listed by AAI/ Any Govt./
PSU Organization.

(vii) Digitally signed tender document duly shall be uploaded in “PQ Folder”.

(viii) Should have annualized average financial turnover of Rs.92,10,000/-

against works executed during last three years ending 31st March of the
previous financial year. As a proof, copy of Abridged Balance Sheet along
with Profit and Loss Account Statement of the firm and certificate from
Chartered accountant should be submitted along with the application. Firms

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 showing continuous losses for the last three years in the balance sheet shall
be summarily rejected.

C. The Technical bid

The technical bid shall contain the following:

Documents for Technical Evaluation (Segregated type) having separate file of each criteria
including hard copy of presentation in PPT (<15slides).

CLARIFICATION ON TECHNICAL BID EVALUATION.

i. The technical bids shall be evaluated based on the available documents

submitted by the bidder. To assist in the examination, evaluation, and
comparison of the bids, and qualification of the bidders, the client may,
at its discretion, ask any bidder for a clarification of its bid. Any
clarification submitted by a bidder that is not in response to a request by
the client shall not be considered. The client’s request for clarification
and the response shall be in writing.
ii. If a bidder does not provide clarifications of its bid by the date and time
set in the Client’s request for clarification, its bid may be rejected.
iii. Client also reserves right to seek confirmation/clarification from the
issuer agency, on the supporting documents submitted by the bidder.

TECHNICAL BID EVALUATION (SEGREGATED TYPE) (Additional Eligibility

Criteria)

1. The Client shall follow the system where the technical bid and financial bid shall
be evaluated separately.

2. The tendering evaluation shall be done on weightage with 70% to technical

evaluation and 30% to financial evaluation.

3. The technical bid evaluation shall be done based on the following criteria:

4. During the technical evaluation stage, each bidder shall be assigned different
marks out of a total of 100 marks, as per the criteria specified below:

Criteria Max Conditions & Score Remarks/Documents for submission in

S.No Marks technical bid folder
01 Agency 20 (a) If firm turnover Firm turnover is defined as the average
turnover is 5 Cr or more (20 turnover of firm over the last 3 years.
Marks)
Charted Accountant verified / audited
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 (b) else If firm turnover statements to be furnished as
turnover is 3 Cr or proof for the same
more but less than
5Cr (15 Marks)

(c) else If firm

turnover is 1 CR or
more but less than
3Cr (10 Marks)

(d) else If firm

turnover is below 1
Cr (05 Marks)

02 Scale & Size 20 (a) Single work of Similar works mean – Managing
of Operations similar nature 50 “Helpdesk/Information Counters” at
Lacs or more during airports/ Providing skilled and trained
awarded work manpower for Airlines Cabin Crew,Airline
duration- 20 Marks check-in counters/Managing Executive &
Business Lounges at Airports/Providing
(b) Single work of skilled manpower for 5-star Hotel Front
similar nature 35 Desk/Managing “Helpdesk/Information
Lacs or more but Counters” in MNC Buildings/ Managing
less than 50 Lacs “Helpdesk/Information Counters” in Multi
during awarded Specialty Hospitals
work duration -
15 Marks
Client certificate for experience should
(c) Single work of show the nature of work done, the value of
similar nature 20 work, date of start, date of completion as
Lacs or more but per agreement / status of ongoing work
less than 35 Lacs
during awarded Level of satisfaction of client with work
work duration - 10 needs to be mentioned in the work
Marks experience certificate.

Highest work value performed over the last

(d) Single work less 5 years of the single work will be
than 20 Lacs during considered for evaluation with min. of 1
awarded work year of execution of contract completed
duration - 05 (Ongoing works meeting above criteria will
Marks be considered)

03 No. of 20 (a) No. of works of Definition of similar works - same as above

Projects similar nature >= but with at least 1-year duration. Work can
10 - 20Marks be completed work / ongoing work and
should have at least 1 year of work
(b) No. of works of executed and should have been performed
similar nature 07 or over the last 5 years.
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 more but less
than 10 - Value of each works contract should not be
15Marks < 15 Lakhs over awarded duration.

(c) No. of works of Self-Attested copy of experience

similar nature 04 or certificates for completed work / ongoing
more but work issued by the Organization awarding
less than 07 - work shall be acceptable. References of
10Marks clients are also requested.

(d) No. of works of

similar nature less
than 04
- 05 Marks

04 Manpower on 15 (a)Manpower on roll Manpower on roll will be all employees on

roll >200 the books of the company as per statement
-15marks of manpower wages/ manpower roll of last
quarter.
(b) Manpower on
roll 151-200 Duly CA audited statement of manpower
-10Marks wages/ manpower roll for the previous four
quarters to be submitted as part of the
(c) Manpower on roll technical bid.
101-150
-05Marks For winning contractor, EPFO Challan /bank
account statement in support of available
(d) Manpower on manpower (duly submitted to EPFO) in
roll <=100 respect of the previous four quarters may
- 02 Marks be verified during award of contract.
Inability to produce the same will lead to
blacklisting of agency from future AAI
tenders

05 Presence of 10 a) if agency has Self-Attested copy of address proof (like

agency in branch offices in utility bills for example Telephone bill,
different >10 cities Electricity bill) of agency offices in each
cities city shall be acceptable.
including 4 metro
cities
-10marks

(b if agency has
branch offices in
6-10 cities
-05marks

(c) if agency has

branch offices in

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 1-5 cities
-02marks

06 Presentation 15 'Presentation by 'Presentation will be evaluated by a panel

and the Agency on the appointed by AAI on the aspects defined in
Deployment work to be done; scoring criteria
Methodology
a) Selection and
Deployment Deployment methodology showcased in
methodology of presentation will be added to work
manpower - (10 contract / agreement and contractor will
marks) be bound to adhere to it at all costs

(c) New Technology Date of Presentation will be intimated.

usage / Innovations
in managing May I
help you counters -
(05 Marks)

5.A Bidder should secure mandatorily a minimum of 70% marks (i.e. 70 marks
out of total 100 marks as per para 4) in Technical Evaluation in order to be a
qualified bidder for being eligible for Technical weightage and subsequently for
opening of financial bids.

AAI reserves the right to lower the qualification marks of 70% marks if at least 2
bidders do not achieve the 70 marks out of total 100 marks as per para 4.

6. The total marks obtained by a Bidder in the technical bid (as per 4) shall be
allocated 70% of technical weightage and the financial bids shall be allocated 30%
of the financial weightage, and thereby making a total of 100% weightage for the
complete bidding.

Illustration 1 (for Technical weightage)

7. If a Bidder has secured 80 marks out of the total 100 marks in technical
evaluation after following para 4, his technical evaluation value shall be: 56 i.e.
(80x70%)

8. The Bidder shall be required to produce attested copies of the relevant

documents in support of para 4 in addition to the documentary evidences for
(PQ/Tech Cover-I) for being considered during technical evaluation.

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9. The bidder who qualified in the technical evaluation stage shall only be
considered for opening of financial bids. Client shall intimate the bidders, the time
/ venue for the financial Bid opening.

10. Financial Bid Opening Procedure

10.1 The Financial Bids of all the technically qualified Bidders shall be opened on
the appointed date and time in presence of the qualified bidders / their
authorized representatives, who choose to be present at the time of opening
of the financial bids.

10.2 Absence of bidders or their authorized representatives shall not impair the
legality of the process.

10.3 The financial bid price, as indicated in the financial bid submission form of
each bidder shall be read out on the spot, however, it shall be clearly stated
that the final financial bid price would be arrived at after detailed scrutiny
/correction of arithmetical error in the financial bid.

10.4 Mere becoming the lowest bidder, prior to financial bid scrutiny will not give
any right to the Lowest bidder to claim that he is successful in the bidding
process. The successful bidder (L-1) shall be decided only after following due
procedure as explained in Para 11.

11. Financial Bid Evaluation and Determination of the Successful Bidder

11.1 The financial evaluation shall be carried out and financial bids of all the
bidders shall be given 30% of weightage.

11.2 The Bidder with the lowest bid Prices (L1) shall be assigned full 30 Marks
(i.e.30% x 100) and his total scores of the bid shall be as per Illustration 2
below:

Illustration 2

If the Bidder at Illustration 1 is L-1 Bidder and quoted Rs. 500/- for being L-1,
then his total value shall be 86 i.e. (56 Technical Value + 30 financial Value)

11.3 The financial scores of the other bidders (i.e.L-2, L-3 … and so on) shall be
computed as under and as explained at Illustration 3 below:

30 X 500 (Lowest prices i.e. L1 Price) / Quoted Value (L-2 OR L-3..)

Illustration 3

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 If the Bidder at Illustration 1 is L-2 Bidder and he quoted Rs. 625/-, therefore
30% being the weighted value, the financial scores for L-2 shall be computed as
under.

30X500(Lowest prices i.e. L1)/625(Quoted prices- L2) =24(financial score)

Therefore, L-2 Bidder shall have total value of 80 (56 Technical Value + 24
Financial values)

11.4 The bidder’s ranking shall be arranged depending on the marks obtained by
each of the bidder both in Technical Evaluation and Financial Evaluation.

11.5 The Bidder meeting the minimum eligibility criteria and with the highest
Marks/rank (i.e. the total of technical evaluation marks and financial evaluation
marks) shall be deemed as the successful Bidder and shall be considered eligible L-
1 Bidder for further process.

11.6 If there is a discrepancy between words and figures, the amount in words
shall prevail.

Cover-II: - The Financial e-bid through CPP Portal.

All rates shall be quoted in the format provided and no other format is acceptable.
If the price bid has been given as a standard BOQ format with the tender
document, then the same is to be downloaded and to be filled by all the bidders.
Bidders are required to download the BOQ file, open it and complete the white
coloured (unprotected) cells with their respective financial quotes and other
details (such as name of the bidder). No other cells should be changed. Once the
details have been completed, the bidder should save it and submit it online, without
changing the filename. If the BOQ file is found to be modified by the bidder, the
bid will be rejected.

3. Refund of EMD of unsuccessful bidders who fail to qualify the eligibility / technical
stage shall be initiated within minimum 7 days of their rejection. For all bidders
who qualify and their financial bids are opened the refund of EMD of all
unsuccessful bidders shall be processed within minimum 7 days of opening of the
financial bid.

4. AAI reserves the right to accept or reject any or all applications without assigning
any reasons. AAI also reserves the right to call off tender process at any stage
without assigning any reason.

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5. AAI reserves the right to disallow issue of tender document to working agencies
whose performance at ongoing project(s) is below par and usually poor and has been
issued letter of restrain / temporary / permanent debar by any department of
AAI. AAI reserve the right to verify the credential submitted by the agency at
any stage (before or after the award the work). If at any stage, any information /
documents submitted by the applicant is found to be incorrect / false or have some
discrepancy which disqualifies the firm then AAI shall take the following action:

a) Forfeit the entire amount of EMD submitted by the firm.

b) The agency shall be liable for debarment from tendering in AAI, apart from any
other appropriate contractual /legal action.

6. Consortium /JV companies shall not be permitted. No single firm shall be permitted
to submit two separate applications.

7. If the entity participating in any of the tenders is a private or public limited

company, Partnership firm or proprietary firm and any of the Directors / Partners
/ Proprietor of such company is also a director of any other company or partner of
a concern or a sole proprietor having established business with AAI and has
outstanding dues payable to the Authority, then the said entity shall not be allowed
to participate in AAI tenders.

8. Bids Opening Process is as below: -

Cover-I: - Containing documents/technical bids (uploaded by the Agencies/firms)

shall be opened on 05.11.2020 at 15:30 Hrs. The intimation regarding
acceptance/ rejection of their bids will be intimated to the Agencies/firms
through CPP portal.

If any clarification is needed from the bidder about the deficiency in his uploaded
documents in Cover -I, he will be asked to provide it through CPP Portal. The bidder
shall upload the requisite clarification/ documents within time specified by AAI,
failing which tender will be liable for rejection.

Cover-II:-Date of opening of Cover-II(Financial bid) is 19.11.2020 at 15:30

Hrs. (Depending on Cover-I evaluation).

Joint General Manager (Ops)

AAI, NSCBI Airport,
Kolkata.

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 ANNEXURE – A

AIRPORTS AUTHORITYOF INDIA

INSTRUCTIONS FOR ONLINE BID SUBMISSION

The bidders are required to submit soft copies of their bids electronically on the
CPP Portal, using valid Digital Signature Certificates. The instructions given below
are meant to assist the bidders in registering on the CPP Portal, prepare their bids
in accordance with the requirements and submitting their bids online on the CPP
Portal.
More information useful for submitting online bids on the CPP Portal may be
obtained at: http://etenders.gov.in/eprocure/app.

REGISTRATION
1) Bidders are required to enroll on the e-Procurement module of the Central
Public Procurement Portal (URL: http://etenders.gov.in/eprocure/app.) by
clicking on the link “Online bidder Enrolment” on the CPP Portal which is free
of charge.

2) As part of the enrolment process, the bidders will be required to choose a

unique username and assign a password for their accounts.

3) Bidders are advised to register their valid email address and mobile numbers
as part of the registration process. These would be used for any
communication from the CPP Portal.

4) Upon enrolment, the bidders will be required to register their valid Digital
Signature Certificate (Class II or Class III Certificates with signing key
usage) issued by any Certifying Authority recognized by CCA India (e.g. Sify
/ nCode / eMudra etc.), with their profile.

5) Only one valid DSC should be registered by a bidder. Please note that the
bidders are responsible to ensure that they do not lend their DSC’s to
others which may lead to misuse.

6) Bidder then logs in to the site through the secured log-in by entering their
user ID / password and the password of the DSC / e-Token.

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SEARCHING FOR TENDER DOCUMENTS

1) There are various search options built in the CPP Portal, to facilitate
bidders to search active tenders by several parameters. These parameters
could include Tender ID, Organization Name, Location, Date, Value, etc.
There is also an option of advanced search for tenders, wherein the bidders
may combine a number of search parameters such as Organization Name,
Form of Contract, Location, Date, Other keywords etc. to search for a
tender published on the CPP Portal.

2) Once the bidders have selected the tenders they are interested in, they
may download the required documents / tender schedules. These tenders
can be moved to the respective ‘My Tenders’ folder. This would enable the
CPP Portal to intimate the bidders through SMS / e-mail in case there is any
corrigendum issued to the tender document.

3) The bidder should make a note of the unique Tender ID assigned to each
tender, in case they want to obtain any clarification / help from the
Helpdesk.

PREPARATION OF BIDS

1) Bidder should take into account any corrigendum published on the tender
document before submitting their bids.

2) Please go through the tender advertisement and the tender document

carefully to understand the documents required to be submitted as part of
the bid. Please note the number of covers in which the bid documents have
to be submitted, the number of documents - including the names and content
of each of the document that need to be submitted. Any deviations from
these may lead to rejection of the bid.

3) Bidder, in advance, should get ready the bid documents to be submitted as

indicated in the tender document / schedule and generally, they can be in
PDF / XLS / RAR / DWF/JPG formats. Bid documents may be scanned with
100 dpi with black and white option which helps in reducing size of the
scanned document.

4) To avoid the time and effort required in uploading the same set of standard
documents which are required to be submitted as a part of every bid, a
provision of uploading such standard documents (e.g. PAN card copy, annual

15
 reports, auditor certificates etc.) has been provided to the bidders. Bidders
can use “My Space” or ‘’Other Important documents’’ area available to them
to upload such documents. These documents may be directly submitted from
the “My Space” are a while submitting a bid, and need not be uploaded again
and again. This will lead to a reduction in the time required for bid
submission process.

SUBMISSION OF BID

1) Bidder should log into the site well in advance for bid submission so that
they can upload the bid in time i.e. on or before the bid submission time.
Bidder will be responsible for any delay due to other issues.

2) The bidder has to digitally sign and upload the required bid documents one
by one as indicated in the tender document.

3) Bidder has to select the payment option as “offline” to pay the tender fee /
EMD as applicable and enter details of the instrument.

4) Bidder should prepare the EMD as per the instructions specified in the
tender document. The original should be posted/couriered/given in person to
the concerned official latest by the last date of bid submission or as
specified in the tender document. The details of the DD/any other accepted
instrument, physically sent, should tally with the details available in the
scanned copy and the data entered during bid submission time. Otherwise
the uploaded bid will be rejected.

5) Bidders are requested to note that they should necessarily submit their
financial bids in the format provided and no other format is acceptable. If
the price bid has been given as a standard BOQ format with the tender
document, then the same is to be downloaded and to be filled by all the
bidders. Bidders are required to download the BOQ file, open it and
complete the white coloured (unprotected) cells with their respective
financial quotes and other details (such as name of the bidder). No other
cells should be changed. Once the details have been completed, the bidder
should save it and submit it online, without changing the filename. If the
BOQ file is found to be modified by the bidder, the bid will be rejected.

6) The server time (which is displayed on the bidders’ dashboard) will be

considered as the standard time for referencing the deadlines for
submission of the bids by the bidders, opening of bids etc. The bidders
should follow this time during bid submission.

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 7) All the documents being submitted by the bidders would be encrypted using
PKI encryption techniques to ensure the secrecy of the data. The data
entered cannot be viewed by unauthorized persons until the time of bid
opening. The confidentiality of the bids is maintained using the secured
Socket Layer 128 bit encryption technology. Data storage encryption of
sensitive fields is done. Any bid document that is uploaded to the server is
subjected to symmetric encryption using a system generated symmetric key.
Further this key is subjected to asymmetric encryption using buyers/bid
openers’ public keys. Overall, the uploaded tender documents become
readable only after the tender opening by the authorized bid openers.

8) The uploaded tender documents become readable only after the tender
opening by the authorized bid openers.

9) Upon the successful and timely submission of bids (i.e. after Clicking “Freeze
Bid Submission” in the portal), the portal will give a successful bid submission
message & a bid summary will be displayed with the bid no. and the date &
time of submission of the bid with all other relevant details.

10) The bid summary has to be printed and kept as an acknowledgement of the
submission of the bid. This acknowledgement may be used as an entry pass
for any bid opening meetings.

ASSISTANCE TO BIDDERS

1) Any queries relating to the tender document and the terms and conditions
contained therein should be addressed to the Tender Inviting Authority for
a tender or the relevant contact person indicated in the tender.
Any queries relating to the process of online bid submission or queries
relating to CPP Portal in general may be directed to the 24x7 CPP Portal
Helpdesk

CPP under GePNIC, Help Desk Services

1) For any technical related queries please call the Helpdesk. The 24 x 7 Help Desk
Number0120-4200462, 0120-4001002

Note- Bidders are requested to kindly mention the URL of the Portal and Tender
Id in the subject while emailing any issue along with the Contact details. For any
issues/ clarifications relating to the tender(s) published kindly contact the
respective Tender Inviting Authority.

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Tel: 0120-4200462, 0120-4001002.
Mobile: 91 8826246593
E-Mail: support-eproc@nic.in

For any Policy related matter / Clarifications Please contact Dept. of Expenditure,
Ministry of Finance.
E-Mail: CPPP-doe@nic.in

2) For any Issues / Clarifications relating to the publishing and submission of AAI
tender(s)

a. In order to facilitate the Vendors / Bidders as well as internal users from AAI,
Help desk services have been launched between 0800-2000 hours for the CPP
under GePNIChttp://etenders.gov.in/eprocure/app. The help desk services
shall be available on all working days(Except Sunday and Gazetted Holiday)
between 0800-2000 hours and shall assist users on issues related to the use of
Central Public Procurement Portal(CPPP).

b. Before submitting queries, bidders are requested to follow the instructions given
in “Guidelines to Bidders” and get their computer system configured according
to the recommended settings as specified in the portal at “System Settings
for CPP”.

3) In case of any issues faced, the escalation matrix is as mentioned below:

SL. Support Escalation E-Mail Address Contact Timings

No. Persons Matrix Numbers

1 Help Desk Instant eprochelp@aai.aero 011- 0800-

Team Support 24632950, 2000hrs.
Ext-3512 (MON-
(Six Lines SAT)

The Helpdesk services shall remain closed on all Govt. Gazetted Holidays.

4) The above mentioned help desk numbers are intended only for queries related to
the issues on e-procurement portal and help needed on the operation of the
portal. For queries related to the tenders published on the portal, bidders are
advised to contact concerned Tender Inviting Authority of AAI.

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 ANNEXURE - B

CHECK LIST
(To be submitted by applicant along with Tender Application)
Name of work: Management of “May I Help You” Counters at NSCBI Airport,
Kolkata for a period of 36 (Thirty Six) months (Further extendable for another
12 months subject to satisfactory performance).

Ref. Qualifying Criterion Particulars Enclosure

No.
1 2 3 4
A. COVER-I(PQ/Tech
folder) shall contain

1. Name and address of the

Firm / Email Address &
Telephone No.
2. Details of Registration/ Registration
License copy
Organization/Deptt. enclosed:
YES / NO
3. Permanent Account No. (Copy
(PAN) Attached)
YES / NO
4. Goods and Services Tax (Copy
No. Attached)
YES / NO
5. (Copy
PF Registration No.
Attached)
YES / NO
6. Copy
ESI Registration No. Attached)
YES / NO
7. Certificate from clients Details of the three / two / one Copy of
of having satisfactorily work(s) as applicable certificate
completed enclosed:
YES / NO
(i). Three works of each
of Rs.1,22,79,199/-
OR

19
 (ii). Two work of each of
Rs.1,53,48,999/-
OR
(iii). One work of
Rs.2,45,58,398/-

In single contract of
similar nature of work
during last five years
ending on 31.03.2019.
8. Whether experience Firms showing work experience TDS
from Govt. organization certificate from private agencies certificate
or private clients? should submit TDS certificate in enclosed:
support of their claim for having YES / NO
experience of stipulated value of
works
9 Undertaking stating YES/ NO
Agency has not been
black listed by AAI/ Any
Govt./ PSU Organization.
10. TURNOVER: Year INR (in Lacs) Proof of
(Annualized average turnover
financial turnover 2016-17 enclosed
equivalent to (Abridged
2017-18
Rs.92,10,000/- during Balance
the last three years. 2018-19 Sheet &
Profit & Loss
Average :
A/c):
YES / NO
11. Details of Tender Fee Tender Fee
paid:
YES / NO
12. Details of EMD EMD Fee
paid:
YES / NO
13. Unconditional Annexure-I Copy to be
Uploaded
Acceptance Letter

14. Authorization Letter / Copy to be

Power of Attorney Uploaded
15. Affidavit for minimum Copy to be
wages, and Deduction of Uploaded

20
 EPF/ESIC for Employees
deployed at work
16. Digitally signed tender

document

17. Documents for Technical To be submitted online through CPP

Evaluation (Segregated portal:
type) having separate file http://etenders.gov.in/eprocure/app.
of each criteria including
hard copy of presentation
in PPT(<15slides).

B. COVER-II(Financial Bid)
shall contain

1. Financial Bid To be quoted online through CPP

portal:
http://etenders.gov.in/eprocure/app.
C. Details of any other
information

DECLARATION

I (______________________________)hereby declare that the documents

submitted/ enclosed are true and correct. In case any document at any stage
found fake/incorrect, my EMD may be forfeited and action as deemed fit by
AAI,,……..Airport can be taken against me.

Place: _________________

Date: _________________

Signature with stamp

Authorized Signatory of the Agency/Firm

21
 Annexure-1

ACCEPTANCE LETTER

To,
The Airport Director
Airports Authority of India,
NSCBI Airport,
Kolkata.

Sir,

ACCEPTANCE OF AAI's TENDER CONDITIONS

The Tender documents for the facility “Management of “May I Help You”
counters at NSCBI Airport, Kolkata for a period of 36 (Thirty Six) months
(Further extendable for another 12 months subject to satisfactory
performance)” has been sold to me/us by Airports Authority of India, NSCBI
Airport, Kolkata, and I/we hereby certify that I/we have inspected the site and
read the entire terms and conditions of the tender documents made available to
me/us, which shall form part of the contract agreement and I/we shall abide by
the conditions/clause contained therein.

I/we hereby unconditionally accept the tender conditions of AAI's tender

documents in its entirety for the above facility.

The contents of Clause 4 of Notice Inviting e-Tenders of the tender Documents

have been noted wherein it is clarified that AAI reserves the rights to reject the
conditional tenders without assigning any reason thereto.

I/we declare that I/we have not paid and will not pay any bribe to any officer of
AAI for awarding this contract at any stage during its execution or at the time of
payment of bills, and further if any officer of AAI asks for bribe/gratification, I
will immediately report it to the appropriate Authority in AAI.

The required earnest money deposit for this facility is enclosed herewith.

Yours Faithfully

(Signature of the BIDDER)

With rubber-stamp
22
 SPECIAL CONDITIONS AND SPECIFICATIONS

Name of work: “Management of “May I Help You” Counters at NSCBI Airport,

Kolkata for a period of 36 (Thirty Six) months (Further extendable for
another 12 months subject to satisfactory performance)”

1. Scope of work for Management of” May I Help You” counters:

At least one Attendant and one Assistant shall be stationed at help desks on round
the clock basis. Deployment of rest of the manpower will be decided by AAI based
on requirement.

The scope of work Includes:

1) Assistance to Senior Citizens and Persons with Disability for hassle-free

movement through Airport and for providing information to them in
coordination with concerned airlines.
2) Providing information and assistance to passengers/visitors during their
travel through NSCBI Airport, Kolkata.
3) To Coordinate with Airline Officials and ensure the facility of Wheelchairs
to the needy passengers.
4) To Coordinate with Airline Officials and ensure the facility of Child Strollers
to the needy passengers.
5) To facilitate passengers especially Persons with Reduced Mobility, Senior
Citizens, mothers with infants etc.
6) Handling VIP movements at the Airport in coordination with Terminal
Manager Office starting from their arrival at airport till the boarding in
aircraft.
7) Receiving/Seeing-off the VIPs along with AAI Officers on duty to Reserve
Lounge/Boarding Gate/Arrival Exit.
8) To Assist AAI Terminal Managers in queue management in coordination with
Airlines, CISF, Immigration etc.
9) To monitor and manage availability of Baggage Trolleys at the strategic
locations for the convenience of passenger.
10) The main “May I Help you” Counter which will be located in the Departure
and Arrival area. The counter will be provided by AAI.
11) AAI will provide flight Information Display Systems catering for arrival and
departing passengers, Land Line Telephone, EPBAX Intercom connection on

23
 the “May I Help you” Counter. The Agency Supervisor should keep Mobile
Phone to coordinate with AAI.
12) Intimate any issues requiring intervention of AAI to the Head of
Operations/Airport Director.
13) To ensure that reserved lounge facility is provided to VIPs entitled as per
the list issued by Ministry of civil Aviation or approved by Airport Director,
NSCBI Airport, Kolkata.
14) Assisting Duty Terminal Manager in preparation of Airport Entry Passes
(AEPs) for VIPs and coordinating with airlines and CISF during VIP
movement.
15) Serving Food & Beverages to the VIPs and ensuring cleanliness of the
Reserve Lounges.
16) Providing and serving mineral water, tea, coffee, cookies to the VIPs. Agency
has to arrange the required equipment/material for the same (including
tea/coffee vending machine, Tissue paper, crockeries etc.) at no extra cost.
Daily average number of VIP guests visiting the Airport is 30 Nos approx.
17) Any other task assigned by GM (OPS-TM).

Note: Agency will provide uniform to the deployed manpower. Design/color of

which will be approved by AAI. The uniform will have the agency’s Logo. At least
50% of the manpower deployed must constitute of female and rest can be males.

2. Contract Period
Period under the scope of work is for three year (Contract is further
extendable for another one-year subject to satisfactory performance).
Competent Authority may terminate the work at any time without assigning
any reason and the decision of Competent Authority is final and binding on
the Agency.

3. Validity: -The rates quoted by the Agency shall have a validity of ninety (90)
days from the date of opening Financial bid.

4. MANPOWER, QUALIFICATION/ EXPERIENCE:

4.1 Total number of shifts : 03 (Three) shifts in a day.

Total number of counters: 05 (five) May I Help You Counters

- Departure : 03 (Three) and

- Arrival : 02 (Two).

24
S.No Description No. of Total No. Minimum Educational
. of Persons to of Qualification& Experience
Manpower be Persons
deployed to be
per shift deployed
(to be per Day
filled as (AXNo.of
per size shifts)
of
Airport)
1. Helpdesk 05 Nos. 15 Nos. Qualification: Passed 10+2
Attendants Experience : minimum 01 year
(Semi- experience in the Hospitality
Skilled) Industry.
2. Helpdesk 05 Nos. 15 Nos. Qualification:
Assistants Graduate in any discipline and Should
(Skilled) have certificate of being trained in
sign language for hearing impaired
and mute (deaf and dumb) persons.
Experience : Minimum 01 year
experience in the Hospitality
Industry.
3. Shift 01 No. 03 Nos. Qualification: Minimum Graduate in
Supervisor Hotel / Hospitality Management/
(Highly Aviation Industry or equivalent fields.
skilled) Experience: Minimum 01 year
Working Experience in Hospitality
Industry/aviation Industry.

5. Preparation of Record/log book: There should a record book to be

maintained and updated in each shift with all relevant information regarding
passengers’/VIP movements who have been assisted during the shift. The
record book should be duly verified in each shift by Agency deployed
Supervisor and counter verified by Terminal Manager.

6. Penalty on Agency's shall be imposed in case:

(i) Staff does not report on time as per duty roster.

(ii) Staff is found not working/missing/sleeping.
(iii) Staff on duty without uniform.

25
 6.1 The rates of penalty shall be as follow: -

(a) Helpdesk Attendant/Assistant @ 1.5 times of minimum wage per day per
Employee.
(b) Supervisor @ 2 times of minimum wage per day per Employee.
(c) Penalty @ Rs.300/-per day per Employee if found on duty without uniform/
uniform not properly cleaned and maintained.

7. UNCONDITIONAL BID

7.1 Tenderer / bidders shall not add any conditions either in technical e-bid or in
financial e- bid, failing with their tender shall liable to be rejected. Conditional
tenders / e-bids / financial e-bids/ offers etc. by whatever name called shall be
liable to be rejected. For this acceptance of AAI’s Tender Conditions Bidders are
requested to submit the proforma: “Acceptance of the AAI’s Tender Conditions”
enclosed along with the tender document.

7.2 In case the documents submitted by the tenderer are false, incorrect, not as
per tender conditions, the same shall be liable to be rejected. The financial
viability as per prescribed criteria if not fulfilled, the tender shall be liable to be
rejected, besides any other appropriate legal action as may be warranted to be
initiated by. If it comes to the notice of AAI that any incorrect and/or false
information has been submitted by the tenderer, such award shall be liable to be
cancelled after giving an opportunity of being heard, besides any other legal action,
as may be made out under the facts and circumstances of the case.

8.The Agency shall meet all the requirement of Contract Labour (Regulation and
Abolition) Act-1970, statutory provision regarding Minimum wages, statutory
labour and other law as applicable from time to time.

9.The licensee is expected to pay minimum wages per worker as mandated by

Labour Laws –
As of the date of the release of the tender, minimum wages are as follows

1. Highly skilled- : Rs.831/day.

2. Skilled- : Rs.764/day.
3. Semi-skilled- : Rs.695/day.

Note: These rates may be abstracted from notification by state/ central

Government from time to time.

26
10. No escalation on item is applicable, however agency will be entitled to get
reimbursement of hike in minimum wages, PF, Bonus, ESI contribution on
production of documentary evidence.

11.The Agency shall meet all the requirement of Contract Labour (Regulation and
Abolition) Act-1970, statutory provision regarding minimum wages, statutory
labour and other law as applicable from time to time.

12. No labour below the age of eighteen years shall be employed on the work.

13. The Agency shall comply with the provisions of the Payment of wages Act,
1936, Minimum Wages Act, 1948, Employees Liability Act, 1938, Workmen’s
Compensation Act, 1923, Industrial Disputes Act, 1947, Maternity Benefits
Act, 1961, and the Agency’s Labour (Regulation and Abolition) Act 1970, or
the modifications thereof or any other laws relating thereto and the rule
made there under from time to time.

14. The quoted rate should not include statutory labour components of PF, ESI
and Bonus as per the prevalent Govt. guidelines. Employer’s share of all such
payment will be reimbursed on production of documentary evidence/ proof of
depositing/ proof of remittance of such amount to statutory, regulatory
authorities. Any additional statutory taxes by state govt. will be reimbursed
on production of documentary evidence of payment to statutory, regulatory
authorities duly certified by the in- charge”.

15.The Agency shall get themselves registered with EPF authorities. The
Agency will have to Provide EPF facility to the workers. The payment to the
Agency on this account shall only be released after submission of
documentary proof of depositing the same to the concerned authorities.

16. Rates quoted for manpower are inclusive of providing two set of Uniforms,
one pair of shoes and two pair of shocks.

17. ESI Scheme: - The Agency has to cover his employees under the scheme
and to submit the Proof to AAI for depositing the same before releasing
their running bills.

18. The awarded rates shall be firm throughout the contract period. Inclusive
of all duties, levies, taxes except GST etc. as applicable. GST will be paid
extra at the prevailing rate. If minimum wages increase during the currency

27
 of the contract the same will be paid to the Agency on the production of
valid proof for increase in minimum wages along with the documentary proof
of distribution of increased wages to the employee deployed at the site.

19. Security Deposit

(i) The agency, whose tender is accepted, will also be required to furnish by
way of Security Deposit for the fulfillment of his contract, an amount
equal to 10% of the tendered amount.
(ii) The person/persons whose tender(s) may be accepted (hereinafter called
the contractor) shall permit AAI at the time of making any payment to
him for work done under the contract to deduct a sum at the rate of
10% of the gross amount of each running bill till the sum along with the
sum already deposited as earnest money, will amount to security
deposit of 10% of the tendered value of the work. Earnest money shall be
adjusted first in the security deposit and further recovery of security
deposit shall commence only when the update amount of security deposit
starts exceeding the earnest money. Such deductions will be made and held
by way of Security Deposit unless he/they has/have deposited the amount
of Security at the rate mentioned above in the form of fixed deposit
receipts or guarantee bonds of Nationalised Bank or any Scheduled Bank
but not Co-Operative or Gramin Bank. In case a fixed deposit receipts or
Guarantee Bonds of any Bank is furnished by the contractor to the AAI as
part of the security deposit and the Bank is unable to make payment against
the said fixed deposit receipt, the loss caused thereby shall fall on the
contractor and the contractor shall forthwith on demand furnish additional
security to the AAI to make good the deficit. All compensations or the
other sums of money payable by the contractor under the terms of this
contract may be deducted from, or paid by the sale of a sufficient part of
his security deposit or from the interest arising there from, or from
any sums which may be due to or may become due to the contractor by AAI
on any account whatsoever and in the event of his Security Deposit being
reduced by reason of any such deductions or sale as aforesaid, the
contractor shall within 10 days make good in fixed deposit receipts or
Guarantee Bonds tendered by the Nationalised bank or Scheduled Banks
(but not any Co-operative or Gramin bank) endorsed in favour of the
Airports Authority of India, any sum or sums which may have been
deducted from, or raised by sale of his security deposit or any part
thereof. The security deposit shall be collected from the running bills of
the contractor at the rates mentioned above and the Earnest money
deposited at the time of tenders will be treated as part of the Security
Deposit. The security deposit as deducted above can be released against
bank guarantee issued by Nationalised Bank or any Scheduled Bank (but not
from Co-operative / Gramin Bank), on its accumulations to a minimum of Rs.5
lakh subject to the condition that amount of such bank guarantee, except
last one, shall not be less than Rs.5 lakh.

28
20. Payment Terms:

(i) Payment shall be made on Monthly basis. The Agency shall ensure that the
Monthly bill is to be submitted by 7th of every Month along with attendance
sheet, proof of distribution of salary ESI & EPF Authority Submission
Challans, and GST amount payments etc. The delay in release of payment for
the bill will not affect the timely payment to workers. The Payment to the
workers shall be made through bank transfer only.

(ii) The final bill will be prepared on completion of the contract.

JtGM (Ops)
AAI, NSCBI Airport
Kolkata.

Signature Not Verified

Digitally signed by DEVDULAL
CHOUDHURY
29 Date: 2020.10.12 17:17:10 IST
Location: eProcurement System for
Central PSUs