TAMILNADU MEDICAL SERVICES CORPORATION LIMITED. 417 Pantheon Road, Egmore, Chennai - 8 Website : http ://tnmsc.tn.nic.in

Transcription

1 TAMILNADU MEDICAL SERVICES CORPORATION LIMITED 417 Pantheon Road, Egmore, Chennai - 8 Website : http ://tnmsc.tn.nic.in enquiry@tnmsc.com, enggenquiry@tnmsc.com, equipment@tnmsc.com. BID REFERENCE: 198/DMS-OUTSOURCING/TNMSC/ENGG/2017 dt TENDER FOR OUTSOURCING OF HOUSEKEEPING, SECURITY SERVICES AND ASSISTANCE IN ELECTRICAL, PLUMBING, LAUNDERING, COOKING, CATERING, GARDENING & CARPENTRY SERVICES IN 78 GOVERNMENT HOSPITALS UNDER THE CONTROL OF DIRECTORATE OF MEDICAL & RURAL HEALTH SERVICES. LAST DATE OF RECEIPT OF TENDER: at 2.30 PM NOT TRANSFERABLE

2 TABLE OF CONTENTS S.No Contents Page no 1 PART - I - Bidding Procedures 3 2 PART - II - Conditions of Contract 39 3 PART - III - Scope of work 52 4 PART - IV - Annexures 99 2

3 PART I BIDDING PROCEDURES S.no Contents Page no 1.1 INSTRUCTIONS TO BIDDERS Rationale for the bid Important dates Contract Period Sale of Bid Method of submission of tender Eligibility criteria Bidder site visit at work place Modification and withdrawal Period of validity Pre-bid conference Post bid presentation Bid Security Taxes and duties Bid Currency Opening of Bids Evaluation of Bids Contacting the Authority during the tender process Award of Contract Right to vary quantities Purchaser s right to accept any bid or to reject any bid Notification of Award Signing of Contract Performance Security Appeal Amendment to the Contractor Applicable Law Notices Other Instructions to Bidder DATA SHEET Bidder information Tax Clearence Certificates Checklist BID FORMAT 31 3

4 1.1. INSTRUCTIONS TO BIDDERS RATIONALE FOR THE BID A. The Directorate of Medical & Rural Health Services(DM&RHS) intends to outsource the housekeeping, security services& assistance in electrical, plumbing, laundering, cooking, catering, gardening & carpentry services in 78 Government Hospitals under the control of DM&RHS in the State of Tamil Nadu. This initiative has been the outcome of good results in outsourcing these services in many institutions. It has been proposed to identify a agency/agencies for one or any or all of the four zones (Table-1) through a transparent bidding process to accomplish this task. B. The bidders are expected to offer Comprehensive Facility Management Solutions for all of the following services, individually or as a part of a consortium to be set up for an effective service delivery process for one or any or all of the four zones separately. 1) Housekeeping / Cleaning including Biomedical Waste Management & Pest Control Services. 2) Security services. 3) Assistance in Electrical, Plumbing, Laundering, Cooking, Catering, Gardening & Carpentry Services. C. The bidder should compulsorily provide a good management team on site, which would ensure a smooth service delivery process with respect to the stated standard service level specifications mentioned in this bidding document. The management team should comprise of the bidder s representatives at one point of contact for the hospital authority. For the services being offered as part of consortium, it would be the bidder s responsibility to ensure effective quality control as specified in later sections of this document. 4

5 Sl.No. Zone Number Table -1. Zone wise distribution of Hospitals Name of the DMRHS Hospital District No. of Hospitals 1 South District Head Quarters Hospital, Padmanabhapuram KANYAKUMARI 20 Zone 2 Government Taluk Hospital,KUZHITHURAI KANYAKUMARI 3 District Head Quarters Hospital, Usilampatti MADURAI 4 Government Taluk Hospital,MELUR MADURAI 5 Government Taluk Hospital,TIRUMANGALAM MADURAI 6 Government Hospital, Paramakudi RAMANATHAPURAM 7 District Head Quarters Hospital, Ramanathapuram RAMANATHAPURAM 8 District Head Quarters Hospital, Karikudi SIVAGANGA 9 Government Taluk Hospital,CUMBAM THENI 10 District Head Quarters Hospital, Periyakulam THENI 11 District Head Quarters Hospital, Kovilpatti THOOTHUKUDI 12 Government Taluk Hospital, Sankarankoil TIRUNELVELI 13 District Head Quarters Hospital, Tenkasi TIRUNELVELI 14 Government Taluk Hospital,KUDANKULAM TIRUNELVELI 15 Government Taluk Hospital,KADAYANALLUR TIRUNELVELI 16 Government Taluk Hospital, Aruppukottai, VIRUDHUNAGAR 17 District Head Quarters Hospital, Virudhunagar VIRUDHUNAGAR 18 Government Taluk Hospital,SRIVILLIPUTHUR VIRUDHUNAGAR 19 Government Taluk Hospital,RAJAPALAYAM VIRUDHUNAGAR 20 Government Taluk Hospital,SIVAKASI VIRUDHUNAGAR 21 North Government Taluk Hospital, Chidambaram CUDDALORE 20 Zone 22 District Head Quarters Hospital, Cuddalore CUDDALORE 23 Government Taluk Hospital,VIRUDHACHALAM CUDDALORE 24 Government Hospital,Tambaram KANCHIPURAM District Head Quarters Hospital, Kancheepuram KANCHIPURAM 26 District Head Quarters Hospital, Tiruvallur TIRUVALLUR 27 Government Taluk Hospital,TIRUTTANI TIRUVALLUR 28 Government Taluk Hospital,CHEYYAR TIRUVANNAMALAI 29 Government Taluk Hospital,ARANI TIRUVANNAMALAI 30 District Head Quarters Hospital, Walajapet VELLORE 5

6 Sl.No. Zone Number Name of the DMRHS Hospital District No. of Hospitals 31 Government Non Taluk Hospital, Sholingur, VELLORE 32 Government Hospital, Pentland VELLORE 33 Government Taluk Hospital, Thirupathur VELLORE 34 Government Taluk Hospital,GUDIYATHAM VELLORE 35 Government Taluk Hospital,VANIYAMBADI VELLORE 36 Government Taluk Hospital,AMBUR VELLORE 37 Government Taluk Hospital,ARAKONAM VELLORE 38 District Head Quarters Hospital, kallakuruchi VILLUPURAM 39 Government Taluk Hospital, Tindivanam VILLUPURAM 40 Government Hospital,VILLUPURAM VILLUPURAM 41 Central District Head Quarters Hospital, Dindigul DINDIGUL 18 Zone 42 Government Taluk Hospital, Palani DINDIGUL 43 Government Taluk Hospital,ARIYALUR ARIYALUR 44 Government Taluk Hospital,JEYANKONDAM ARIYALUR 45 Government Taluk Hospital,KULITHALAI KARUR 46 District Head Quarters Hospital, Nagapattinam NAGAPATTINAM 47 Government Taluk Hospital, Mayiladuthurai NAGAPATTINAM 48 Government Taluk Hospital,SIRKAZHI NAGAPATTINAM 49 District Head Quarters Hospital, Perambalur PERAMBALUR 50 Government Taluk Hospital, Pattukottai THANJAVUR 51 District Head Quarters Hospital, Kumbakonam THANJAVUR 52 Government Taluk Hospital, Srirangam TIRUCHIRAPPALLI 53 District Head Quarters Hospital, Manapparai TIRUCHIRAPPALLI 54 Government Taluk Hospital,LALGUDI TIRUCHIRAPPALLI 55 District Head Quarters Hospital, Manargudi TIRUVARUR 56 Government Taluk Hospital,THIRUTHURAIPOONDI TIRUVARUR 57 Government Taluk Hospital, Aranthangi PUDUKKOTTAI 58 Government Taluk Hospital,ILUPPUR PUDUKKOTTAI 59 West District Head Quarters Hospital, Pennagarm DHARMAPURI 20 Zone 60 District Head Quarters Hospital, Pollachi COIMBATORE 61 Government Taluk Hospital,METTUPPALAYAM COIMBATORE 62 District Head Quarters Hospital, Erode ERODE 6

7 Sl.No. Zone Number Name of the DMRHS Hospital District No. of Hospitals 63 Government Taluk Hospital,GOBICHETTIPALAYAM ERODE 64 Government Taluk Hospital,SATHYAMANGALAM ERODE 65 Government Taluk Hospital,BHAVANI ERODE 66 District Head Quarters Hospital, Krishnagiri KRISHNAGIRI 67 Government Taluk Hospital, Hosur, KRISHNAGIRI 68 District Head Quarters Hospital, Namakkal NAMAKKAL 69 Government Taluk Hospital, Rasipuram NAMAKKAL 70 Government Taluk Hospital,TIRUCHENGODE NAMAKKAL 71 District Head Quarters Hospital, Uthagamandalam THE NILGIRIS 72 Government Taluk Hospital,COONOR THE NILGIRIS 73 Government Taluk Hospital,GUDALUR THE NILGIRIS 74 Government Taluk Hospital, Athur SALEM 75 District Head Quarters Hospital, Mettur Dam SALEM 76 District Head Quarters Hospital, Tirupur TIRUPPUR 77 Government Taluk Hospital, Udumalpet TIRUPPUR 78 Government Taluk Hospital,DHARAPURAM TIRUPPUR 4 Total 78 7

8 IMPORTANT DATES Sl No. Events Date Location 1 Date of commencement of sale of Bidding document Last date for receipt of queries 2 for Pre-Bid meeting through E- mail, fax, Letter Date of Pre-Bid meeting Last date for sale of bid document Last date and time of submission of bids Date and time of opening of Technical bids Date and time of opening of Price bids of shortlisted bidders AM PM PM Tamil Nadu Medical Services Corporation (TNMSC), 417 Pantheon Road Chennai Egmore, Chennai enquiry@tnmsc.com Website: Will be intimated only to technically qualified bidders CONTRACT PERIOD: The tenure of the Contract is Three(3) years from the date of signing the Contract and same can be extended by One (1) more year. Within the 3 years period, the Contract for the second& third year will be renewed based on the satisfactory performance of the first & second years respectively SALE OF BID: A. Bids would be considered in the prescribed Bid form / document only. A complete set of Bid documents may be purchased by any interested bidder on submission of a written application to TNMSC at the above mentioned address on all working days, during office hours (10.00 hrs to hrs) on payment of Rs. 5,7/- (non refundable and inclusive of all taxes) by means of demand draft drawn in favour of Tamilnadu Medical Services Corporationpayable at Chennai from any Nationalized / Scheduled Bank. Alternatively,the tender document can be downloaded from and TNMSC website at free of cost. In case the Bid document is sought by post, an extra amount of Rs. 200/-(extra) will be charged towards Inland postal charges. Bids not submitted in the prescribed form will be rejected. B. Sealed bids will be received till P.M on by TNMSC. 8

9 C. TheTechnical bids will be opened on 3.30 hrs. in the presence of the representatives of the bidders who choose to attend the opening of bids. D. Technical bids will be taken up for further processing and price Bids of the qualified bidders will be opened in the presence of authorized representatives of the bidders on a particular date and time which will be informed separately. E. The rates quoted should be valid for 90 days from the date of opening of technical bids. The validity can be extended on mutual agreement. F. The bidder should agree to abide by all the conditions mentioned in this bidding document. G. No further discussion / interaction will be held with the bidders whose bids have been rejected / disqualified. H. Interested Bidders may obtain further information from TNMSC at the above mentioned address on any working day between 11:00 hours to 16:00 hours, from the date of commencement of sale of bidding document and upto 48 hours prior to date and time for submission of bids METHOD OF SUBMISSION OF BIDS: A. The bidders meeting the minimum eligibility criteria should submit their bids in a sealed envelope containing the following two envelopes: Envelope (A) --- Technical Bid Envelope (B) --- Financial Bid B. Envelope (A): The bidders shall submit the Technical bid with the following:- 1) Bid Security. 2) Details and documents in support of eligibility criteria indicated in the bidding document. 3) Letter of Authorization of the senior responsible officer of the bidder to transact business. 4) Copy of the price bid format indicating the schedules quoted as quoted or not quoted but without indicating the prices. 5) Any deviations. C. Envelope (B): The bidders shall submit Price bid Envelope (B) containing the following:- 1) Duly filled in Price Schedule. Please note that Bidder run the risk of its bid being rejected if the Price Schedule contains any conditions. The prices shall be quoted strictly as per the 9

10 price schedule format provided in the bidding document without any change or alteration. D. Signing of Bids: i. The bid shall be typed or written in indelible ink and shall be signed by the Bidder or a person or persons duly authorized to bind the Bidder to the Contract. The letter of authorization shall be indicated by written power-of-attorney accompanying the bid. All pages of the bid, except for unamended printed literature, shall be initialed by the person or persons signing the bid. ii. Any interlineations, erasures or overwriting shall be valid only if they are initialed by the person or persons signing the bid. E. Cost of Bidding: The Bidder shall bear all costs associated with the preparation and submission of its bid and TNMSC, will in no case be responsible or liable for these costs, regardless of the conduct or outcome of the bidding process. F. Governing Language: i. The bid, all correspondence and documents pertaining to the bid and the Contract exchanged shall be written in English language. G. SUBMISSION OF BIDS 1) Sealing and Marking of Bids - The bidder shall seal the Technical bid and Price bid in separate inner envelopes, marking the envelopes as Technical bid and Price bid. These two inner envelopes shall be placed in an outer envelope. 2) The inner envelopes and outer envelopes and the cover shall be addressed to the Tender Inviting Authority (TIA) at the following address: The General Manager (Equipment) TamilNadu Medical Services Corp. Ltd., 417, Pantheon Road, Egmore, Chennai ) The envelopes should be super scribed with the words Tender for Outsourcing of Housekeeping, Security Services and Assistance in Electrical, Plumbing, Laundering, Cooking, Catering, Gardening & Carpentry Services in Hospitals under the control of Directorate of Medical & Rural Health Services, due on at PM and do not open before at PM. The outer envelope and the inner envelope should also contain the name of the bidder with full 10

11 postal address and telephone number. TNMSC will not be responsible for any accidental opening of the bids which does not follow the above instructions. 4) Bidders are advised in their own interest to ensure that their Bids reach the specified office well before the closing date and time for the Bid Submission. Any bids reaching after the stipulated date & time will be rejected and returned unopened to the bidder. Telex, Cable, Facsimile, or bids will be rejected. 5) In the event of specified date for submission of bids being declared a holiday, the bids will be received up to the appointed time on the next working day. 6) TNMSC at its discretion may extend the deadline for submission of bids by amending the bid documents. In this case, all the rights and obligations of TNMSC, previously subject to the deadline, will thereafter be subject to the deadline as extended ELIGIBILITY CRITERIA: A. Objective: The main objective of setting the eligibility criteria is to shortlist the prospective bidders who have: 1) Required Business Profile and Market Presence in Hospital housekeeping, Security. 2) Requisite Management and Operational Skills to provide an effective service delivery process as per good industry practice. 3) Adequate experience in handling projects of similar size and scale. 4) Adequate financial background and resources to manage an efficient service delivery process. B. Criteria: 1) The bidder must be a proprietorship firm or Partnership firm or Private Limited company or Public Limited Company. In case of Partnership firm, it must be registered under Partnership Act. In case of Private LimitedCompany or Public Limited, Company it must be registered under the Indian Companies Act, ) Joint Venture/consortium bids:- a) Joint venture/consortium is also permitted for the bidder who meets all the criteria applicable for Housekeeping services and does not have direct experience and expertise only in providing security services. Such bidder can enter into a legally valid joint venture 11

12 agreement/consortium agreement with any reputed security agency who possess adequate manpower and expertise and valid License under Private Security Agency Regulation Act (PSARA) and other infrastructure facilities for providing security services as per the terms of the bidding document. Accordingly the members of the Joint venture should be only two (i.e.) the housekeeping agency and security services agency. b) The joint venture/consortium agreement between the members should clearly define the division of assignment among them and establishing that both of them shall be jointly and severally liable for signing of the bid and execution of the contract in accordance with the contract terms which will be legally binding on both. c) The joint venture/consortium agreement should provide for nominating the housekeeping agency as the Prime/Lead bidder and as in-charge authorized to incur liabilities and receive instruction for and on behalf of both the members of the joint venture/consortium agreement and execution of the Contract including payments. d) The lead/prime bidder being the housekeeping agency, should meet all the eligibility criteria called for in the bidding document for the bidder. However the bidder should also furnish credentials and all other documents of the security agency for the security services to be provided by them as per the terms of the bidding document. e) On being a successful bidder, the LOA will be placed only on the lead bidder and all correspondences will be made only with the lead bidder. The bills should be raised only by the lead bidder and the payment will be made only to the lead bidder. The security agency will not have any claim in respect to the contract. 3) The eligibility criteria indicated in the bidding document will not be applicable for the services namely assistance in electrical, plumbing, laundering, cooking, catering, Gardening and carpentry services. 4) The bidder must be a contractor in the field of housekeeping services and should have experience of at least three years on the date of bid opening in this field. 5) The bidder should have handled building area of at least 3,50,000 sq. ft. (Three lakhs fifty thousand square feet) either in single or multiple Contracts during the same period towards housekeeping services in India, 12

13 with facilities ranging from IT Parks, Hospitals, Institutional buildings, Shopping Malls and Residential buildings, in any one of the last five financial years ( to ), having the nature and complexity equivalent to the services called for in the present tender, with satisfactory performance of atleast one year continuously for the same set of single/multiple contracts on the date of bid opening. 6) The bidder should have its own support infrastructure facilities in India. 7) The Annual Turnover of the bidder should not be less than Rupees 8 (eight) Crores in any one of the last three accounting/financing year ( , , ). 8) The bidder should have adequate manpower and resources with good experience and adequate training in the respective services and should have the experience of having employed a minimum of 1000 personnel in any one of the last five financial; years ( to ) in the field of Housekeeping/mechanized housekeeping services, either in single contract or multiple contracts in the same year. 9) The bidder should possess adequate equipment either on own or on lease for the proposed sites to carry out the intended services. 10) The bidder must have valid PF, ESI and Service Tax Registration and License under Contract Labour Act. 11) The bidder should have an effective quality control system like ISO certification or equivalent with adequate proof for quality documentation. 12) The bidder and or their joint venture partner should not have been blacklisted by any State/Central/Quasi Government bodies and the blacklisting should not be in force as on the date of bid opening. 13) The bidder should have valid Pest control license for executing Pest Control Activities. 14) If bidder quoting both Housekeeping and Security Services on their own the bidder must posses valid PSARA license for security services in their name in addition to other infra-structural facilities applicable for Security Services. In case of bidder quoting for security services by Consortium/Joint Venture the consortium member who provides security services must possess valid PSARA license in their name in addition to other infra-structural facilities applicable for Security Services. 13

14 C. Documents. 1) The bidder should furnish the following documents in their Technical Bid (Envelope A), in support of the criteria indicated above. a) Evidence such as partnership deed, memorandum of articles with details of name, address, Telephone number, fax number, address of the proprietor/partners, Managing Director and Board of Directors. b) In case of bid by Joint venture/consortium entered into by the bidder who does not possess the necessary experience and expertise in providing security services, valid joint venture/consortium agreement with details as called for above under eligibility criteria. c) Duly attested copy of license applicable for rendering housekeeping and security services such as contract Labour License and PSARA License as called for under eligibility criteria. d) Documentary evidence for having experience of at least three years on the date of bid opening in providing housekeeping and security services. e) Copies of contracts evidencing handling of minimum building area of at least 3,50,000 Sq. ft. in any one of the last five financial years ( to ) towards housekeeping services either in single or multiple contracts in the same year, having the nature and complexity equivalent to the services called for in the present tender. f) Copies of similar contracts handled in the last five years with end user certificates for satisfactory performance for at least one year continuously on the date of bid opening. g) Documentary evidence for having own support infrastructure facilities in India. h) Copies of Annual turnover statement, balance sheet and profit & loss account for the last three financial/accounting years ( , , ), duly certified by the auditors. i) End user certificate for having employed a minimum of 1000 personnel in any one of the last five years (2011 to 2016) in the field of Housekeeping/mechanized housekeeping services either in single contract or multiple contracts in the same year with relevant proof of qualification and age of all the specified personnel. j) An affidavit with list of equipment possessed either on own or on lease with details of invoices, indicating the name, model, make date of purchase and working condition. 14

15 k) Copies of valid PF, ESI and Service tax registration along with challans/returns for the last three financial/accounting years ( , , ). l) Valid ISO certificate or equivalent with documentary proof. m) Technical literature, write ups if any in support of the services tendered for. n) Copies of proceedings of the District Collectors followed by the bidder for estimating the wages for different categories called for in the tender clearly indicating the category considered by the bidder. o) An affidavit in Rs. 20 NJ stamp paper declaring that the bidder and/ or their joint venture partner were not blacklisted by any State/Central/Quasi Government bodies and the black listing is not in force on the date of bid opening. p) Copy of valid pest control license. q) Valid PSARA certificate for security services BIDDER SITE VISIT AT WORK PLACE: Intending bidders shall visit the sites as per stipulated schedules indicated by DM&RHSand shall get themselves thoroughly acquainted with the local site condition. It is suggested to conduct a demographic study to identify the local utility areas (markets, locality, communication and transportation conditions, labour and materials availability), which will help the bidders to consider all such factors during the estimation for the Contract of Work as, indicated. TNMSC or DM&RHSholds no responsibility of arrangement of transportation/ accommodation facilities for the bidders during their site visits except permitting them to access the premises at the stipulated time period. Every bidder is expected to visit the sites for the intended purposes. No Extension of Bid submission dates will be granted on account the site visit MODIFICATION AND WITHDRAWALS a) The bidder may modify or withdraw its bid after the bid submission, provided that written notice of the modification or withdrawal is received by the TIA prior to the deadline prescribed for submission of bids. b) The bidder s modification or withdrawal notice shall be prepared, sealed, marked and dispatched in accordance with the procedure mentioned above. A withdrawal notice may also be sent by telex or cable but followed by a signed confirmation copy, post marked not later than the deadline for submission of bids. 15

16 c) No bid may be modified subsequent to the deadline for submission of bids. d) No bid may be withdrawn in the interval between the deadline for submission of bids and the expiration of the period of bid validity specified by the bidder on the bid form. Withdrawal of a bid during this interval may result in forfeiture of bid security PERIOD OF VALIDITY: a) Bids shall be valid for a period of 90 days from the date of opening of the Technical Bids, which may be extended with mutual consent. A bid valid for a shorter period will be rejected as non-responsive. b) The Tender Inviting Authority may solicit the bidders consent to an extension of the period of validity. The request and the response there to shall be made in writing or by fax or mail. The bidder may refuse the request without forfeiting its bid security. A bidder granting the request is not permitted to modify its bid PRE-BID CONFERENCE: The pre-bid conference will be conducted on the date and time indicated in the schedule. The purpose of the meeting will be to clarify to issues and to answer questions on any matter that may be raised at that stage. The bidders are expected to submit their questions in writing/mail/fax to reach the TIA the following address atleast 3 days before the meeting. The General Manager (E), Tamilnadu Medical Services Corporation, 417, Pantheon Road, Egmore, Chennai Phone: , Fax No enquiry@tnmsc.com, enggenquiry@tnmsc.com, equipment@tnmsc.com. The response to the queries will be published in the website for the benefit of all bidders. Non attending of the prebid meeting will not be a cause for disqualification of a bidder POST BID PRESENTATION: The bidder may be called upon to make a presentation at TNMSC Office as part of the evaluation process at the sole discretion of TNMSC. All submitted proposals will be considered as property of TNMSC. 16

17 BID SECURITY: 1) All bidders are required to submit a Bid Security along with the Technical Bid for an amount equal to Rs.10,00,000 (Rupees Ten Lakh only) for each zone by means of demand draft drawn in favour of Tamilnadu Medical Services Corporation Ltd.,payable at Chennai from any Nationalized/ Scheduled Bank. 2) Bids not accompanied by the Bid Security for the amount and in the form will be rejected. 3) The bid security of the unsuccessful bidders will be returned within 60 days after the expiration of the period of bid validity or within 30 days after award of the contract to the successful bidder whichever is later. 4) The bid security will be forfeited on account of one or more of the following reasons: i. The bidder withdraws its bid during the period of bid validity. ii. In case of a successful bidder, if the selected bidder fails to sign the Contractagreement in time and furnish performance security TAXES AND DUTIES: The bidder must consider in the price all duties, royalties and applicable taxes. No extra claim will be entertained during execution of the Contract, except change in service tax rates as applicable BID CURRENCY Prices shall be quoted in Indian Rupees only OPENING OF THE BIDS a) The Technical Bids will be openede in the presence of bidder s representative whochoose to attend, at the prescribed time, date and venue. The bidder s representative shall sign the attendance register. In the event of the specified date of bid opening being declared as holiday for the TIA, the bids will be opened at the appointed time and venue on the next working day. b) The bidder s names, modifications, bid withdrawals and presence or absence of the requisite Bid Security and such other details as the TIA at its discretion, may consider appropriate will be announced at the opening. No bid will be rejected at opening except for late bids which will be returned unopened to the bidder. c) The TIA will prepare the minutes of the bid opening. d) The price bids of the shortlisted bidder alone will be opened after evaluation of technical bids and the date and time will be intimated only to the bidders whose bids are responsive and selected. 17

18 EVALUATION OF BIDS a)evaluation of thetechnical bids will be carried out based on the criteria mentioned in the bidding document and the documents furnished by the bidder in their technical bid. The technical and financial capability of the bidder to perform the contracts with respect to the criteria indicated in the bidding document, will be taken into account during evaluation. b)during evaluation, the bidders may be asked for clarification of its bid. The request for clarification and the response shall be in writing. The bidders are not permitted to change their price furnished in the price bid on account of any clarification called for. c) The bids will be initially examined to determine whether they are complete, whether required sureties have been furnished, whether the documents have been properly signed, and whether the bids are generally in order. d) Any minor informality or non-conformity or irregularity in a bid which does not constitute a material deviation may be waived, provided such waiver does not prejudice or affect the relative ranking of any bidder. e) The detailed evaluation of the bids will be carried out to determine the substantial responsiveness of each bid to the bidding documents. A substantially responsive bid is one which conforms to all the terms and conditions of the bidding documents without material deviations. Deviations from or objection or reservations to critical provisions such as those concerning eligibility criteria, performance security,force majeure, applicable law, taxes and duties are deemed to be material deviations. The responsiveness of the bids will be based on the contents of the bid itself without recourse to extrinsic evidence. f) A bid determined as not substantial responsive will be rejected by the and may not subsequently be made responsive by the bidder, by correction of nonconformity. g) During evaluation of price bids, if there is a discrepancy between the unit price and the total price that is obtained by multiplying the unit price and quantity, the unit price shall prevail and total price shall be corrected. If the bidder does not accept the correction and errors the bid will be rejected. If there is discrepancy between words and figures the lower of the two shall prevail Contacting the Authority during tender process a) No bidder shall contact the TIA, Tender Scrutiny Committee (TSC) and Tender Accepting Authority (TAA) or any matter relating to its bid, from the time of bid opening to the time of contract is awarded. 18

19 b) Any effort by a bidder to influence the above authorities in the evaluation, bid comparison or contract award decisions may result in the rejection of its bid. c) The bidders shall not make attempts to establish unsolicited and unauthorized contact with the TAA, TIA or TSC after opening of the bids and prior to the notification of award and any attempt by any bidder to bring to bear extraneous pressures on the Tender Accepting Authority bidder shall be sufficient reason to disqualify the bidder. d) Notwithstanding the above, the TIA or the TAA, may seek bona fide clarifications from bidders relating to the bids submitted by them during the evaluation of bids Award of contract: The contract will be awarded to the successful bidder, whose bid has been determined to be substantially responsive and has been determined as the lowest evaluated bid, provided further that the bidder is determined to be qualified to perform the contract satisfactorily Right to vary quantities: The TIAreserves the right at the time of award of contract to increase or decrease the quantum of contracts originally specified in the schedule of requirements without any change in unit price or other terms and conditions Purchaser s right to accept any bid and to reject any or all bids: The TAA reserves the right to accept or reject any bid, and to annul the bidding process and reject all bids at any time prior to award of contract, without thereby incurring any liability to the affected bidder or bidders or any obligation to inform the affected bidder or bidders of the grounds for the TAA s action Notification of Award Prior to the expiration of the period of bid validity, the successful bidder will be notified on the acceptance of their bid by means of Letter of Intent (LOA) Signing of Contract After Notification of Award and issue of detailed order by The Director of Medical and Rural Health Services, the successful bidder shall enter into contract agreement with the DM&RHSin the prescribed format within 15 days from the date of issue of detailed order Performance Security a) Within 15 days of the receipt of detailed order,the successful bidder shall furnish the performance security for 5% of the total contract value for the 1 st year at the rates applicable including service tax. 19

20 b) The performance security shall be in the form of Demand Draft drawn in favour of the Director of Medical and Rural Health Services payable in Chennai or in the form of a Bank Guarantee from a Nationalized/scheduled bank in the prescribed format valid for a period of 12 months from the date of detailed order with additional claim period of 60 days beyond 12 months. c) If the performance security is furnished in the form of Bank Guarantee it should be renewed for the 2 nd year at least 45 days before the completion of 1 st year of the Contract and similarly for the 3 rd year atleast 45 days before the completion of the second year of the Contract. d) If the performance security is furnished in the form of Demand Draft the amount will be retained for successive years and it will not earn any interest to the Contractor. e) For any difference in the Contract value in the 2 nd and 3 rd year, additional performance security for the difference in value should be submitted in the same form within 15 days of completion of the Contract period of the previous year. f) Failure of the successful bidder to comply with the requirement of signing of contract and furnishing of performance security as stated above shall constitute sufficient grounds for the annulment of the award and forfeiture of the bid security. g) The performance security will be returned within 30 days after the expiry of contract period provided there was no breach of contract during the period of contract. h) The performance security will not earn any interest to the contractors Appeal a) This tender is governed by the provisions of Tamil Nadu Transparency in Tenders Act 1998 and the Rules there under. b) Any bidder aggrieved by the order passed by the Tender Accepting Authority under section 10 of the said Act, may appeal to the Government within ten days from the date of receipt of order and the Government shall dispose the appeal within fifteen days from the date of receipt. c) No Appeal shall be preferred while the tender is in process until tender is finalized andnotification of award is issued by TIA Amendment to the Contract:- a) Any amendment to the contract shall be in writing and in accordance to the terms of the tender only. 20

21 b) The Hospital/Directorate (herein after referred to as End user) may at any time by written order given to the contractor make changes within the General scope of the contract. If any such changes causes an increase or decrease in the cost of, or the time required for, the contractor s performance of any provisions under the Contract, an equitable adjustment shall be made in the Contract price or delivery schedule or both and the contract shall accordingly be amended. Any claims by the Contractor for adjustment under this clause must be assessed within 30 days from the date of receipt of the change order by the supplier Applicable Law The Contract shall be interpreted in accordance with the laws of the Union of India Notices a) Any notice given by one party to the other pursuant to this Contract shall be sent to other party in writing or by fax fascimile and confirmed in writing to the other Party s address specified. b) A notice shall be effective when delivered or on the notice s effective date, whichever is later. c) For the purpose of all notices, the following shall be the address of end user. The Director of Medical and Rural Health Services. Directorate of Medical and Rural Health Services, DMS Complex, Chennai and for the successful bidder the address as specified in their bid OTHER INSTRUCTIONS TO BIDDERS: 1) Direct or indirect canvassing on the part of the bidder or his representative will be a disqualification. 2) TNMSC reserves the rights to seek additional information from the bidders, if found necessary, during the course of evaluation of the bid. Nonsubmission, incomplete submission or delayed submission of such additional information or clarifications sought, may be a ground for rejecting the bid. 3) The payment schedule will be as per the terms of payment indicated in the bidding document only. 4) Bidders shall quote firm prices against each of the schedule as detailed in the price bid. No conditional discounts shall be quoted in the bid, for example, discounts based on conditions linked with bid / performance security / guarantees, advance payments, selection of combination of 21

22 products or product options, number of personnel etc. Price bids with such conditional discounts would be summarily rejected. 5) All rates and lump-sum amounts, if any, shall be firm throughout the duration of the contract and no deviations shall be entertainedexcept specifically provided for in the bidding document. 6) The authority will make all payments to the Contractors for the services rendered satisfactorily on monthly basis in accordance to relevant clauses of conditions of contract. 7) All access to the Hospital site shall be subject to DM&RHS security procedures, code of conduct and health and safety rules. The DM&RHS reserves the right, at its absolute discretion, to exclude or refuse access to any personnel if suspected. 8) In case any person engaged by the contractor is found to be inefficient, quarrelsome, infirm, and invalid or found indulging in unlawful or union activities, the contractor will have to replace such person with a suitable substitute at the direction of the competent authority of the end user. 9) The contractor will be required to remove or replace any of its personnel whose duty has not been found satisfactory or whose presence in the Hospital premises is considered undesirable by the authorities of the end user. 10) The hospital shall not provide any sort of accommodation to the personnel deployed by the contractor and no cooking/lodging will be allowed in the premises of the hospital at any time. 11) If any complaint of misbehavior and misconduct by personnel of the contractor comes into the knowledge of the hospital authorities then responsibility for all such activities shall be of the contractor and any loss owing to negligence or mishandling by the personnel employed by the contractor, the contractor shall be responsible to make good for the losses so suffered by the Hospital. 12) The bidders shall consider the strategic deployment of manpower and machineries to ensure the resource availability as per stipulated operational timings. 13) Should any new areas of work transpire, which DMRHS did not envisage as being part of this bidding document, the prices for the new scope of works shall be mutually agreed between the authority and the Contractors based 22

23 on the actual rate analysis or as per the prevailing rates as agreed in this bidding document. 14) Hospitals under the control of DM&RHSshall provide office space free of cost to the Contractor only for enabling them to render the services effectively. 15) Respective hospitals to provide newgoods for replacement of faulty ones pertaining to electrical, plumbing, laundry, cooking & gardening. 16) The Contractorsis responsible for all mandatory compliances to social, safety and environmental issues related to the performance of the service provision in the hospital premises. 17) Any Change in the constitution of the company, and such like, shall be notified in writing to the TNMSC/DM&RHS authority and such change shall not relieve any former member of the company, and such like, from any liability under the contract. 18) Loss of Revenue: The bidder shall be liable to a. Indemnify the DM&RHS in case of any misuse of data / information by the bidder, b. Deliberate or otherwise, if this comes to the knowledge of DM&RHS during the performance or currency of the contract. 19) Hospitals under the control of the DM&RHSreserves the right to remove any person found unfit without any prior intimation to the Contractor. 20) The Contractor must employ qualified / competent personnel on site for the execution of the agreed tasks. 21) The Contractor shall employ the personnel after verifying the character and antecedent before engaging into the job. 22) Increase in Payment: i. Price increase is not applicable during the first 12 months of the contract. In the event of continuation of the contract after the first year, price adjustment will be applicable as follows:- ii. The contract price for equipment and chemicals for the 2 nd year will be increased at 5% from the base amount (excluding service tax) applicable for 1 st year and for the 3 rd year it will be increased at 10% from the base amount (excluding service tax) applicable for the 1 st year subject to satisfactory performance of the Contract for the 1 st & 2 nd year respectively. 23

24 iii. The wages considered for each category of workers should not be less than the rates fixed by the respective District Collectorates which is being revised every year based on the consumable price increase. iv. The cost for wage component to workerswill be considered based on prevailing District Collectorate s rate for daily wages to workers at hospital level. The bidder should therefore indicate in their bid the daily wages considered by them in their price for each of the category of workers. 23) It shall be the sole responsibility of the contractor to abide by all statutory rules & regulations (eg. ESI, EPF, etc.) as applicable from time to time and no separate claims for the same shall be entertained by the end user. 24) The contractor shall mandatorily furnish proof of payment of all the legal entitlements to the workers besides wages on a monthly basis in the following formats. Salary slip 1 Name 2 Designation 3 EPF Code & IP No 4 Net Due 5 Total Days (Duties) 6 Total No. of Days (Duties) 7 P.F Employer Share 8 P.F Employee Share 9 ESI Employer Share 10 ESI Employee Share 11 Total Net Payable/Paid with Bank Account No ) If on account of non-compliance with the provisions of any laws, the hospital is called upon to make any payment to or in respect of employees of the Contractor, the Contractors shall fully reimburse to Hospital all such payment and Hospital shall be free to make deductions on this account from the amount of Security Deposit, in which case, the contractor shall 24

25 immediately pay to the Hospital such amount as may be necessary to make up the required security Deposit, or from the dues which may be payable by the Hospital to the contractor. The contractor will sign an Indemnity Bondin favour of hospital to this effect. No liability whatsoever shall attach to the hospital on account of or any failure on the part of the Contractor to observe these regulations. 26) The contractor shall not, at any stage, cause or permit any sort of nuisance in the premises of hospital or do anything which may cause unnecessary disturbance or inconvenience to other workers there as well as to the general public in the hospital premises and near to it. 27) The contractor shall not engage personnel below the age of 18 years. All the personnel deployed by the contractor shall be medically fit and their antecedent be verified prior to the deployment in the Hospital. All Persons engaged by the contractor should be vaccinated and those at higher risk should be vaccinated against Hepatitis B and the cost of vaccination should be borne by the contractor. 28) Any liability arising out of any litigation (including those in consumer courts) due to any act of contractor s personnel shall be directly borne by the contractor including all compensation/damage/expenses/fines, and the contractor shall attend the court as and when required. 29) If as a result of post payment audit any overpayment is detected in respect of any work done by the agency or alleged to have been done by the agency under the construct, it shall be recovered by the Hospital from the contractor. 30) The contractor has to maintain all the appropriate records at its own cost as required by various Government departments. In case of any violation of any statutory provisions under any applicable law related to the contract, the liability of the same shall devolve on the contractor and not on Hospital administration. 31) The contractor shall be responsible for all acts of omission/commission in the hospital by their employees during the course of discharge of their duties at the hospital. Hospital will not be responsible for any mishap while dealing with the sanitation and housekeeping work during the described scope of work because of such acts of omission/commission. 32) Persons suffering from contagious or infectious disease shall not be employed or permitted to work in hospital & it reserves its rights to examine

26 any of the employees for medical fitness without prior notice. Expenses, if any incurred by the hospitals on medical examination of such employees, shall be borne by the contractor. 33) The Contractor s work shall be executed under the Authority of the hospital. The contractor shall make arrangements for centralized communication system for all the Hospitals covered in the contract. The complaints regarding comprehensive facility management services made at the centralized control room/desk and shall be directed to the Hospital level manager and he must ensure speedy redressal. 34) The payment against bills shall be made every month by the DM&RHS. The bill submitted by the contractor every month has to be accompanied by the exact data on personnel employed plus other charges and the deployments have to be certified by authorized official of hospital. The payment against bill shall be made as per the reports received from the hospital authorities every month. The contractor shall disburse the wages to its personnel deployed in the hospital every month. The contractor shall ensure that all personnel deployed have valid Bank account and payment is made to their accounts every month and certified copy of payment has to be submitted along with the bills by 15th of every month. 35) The contractor shall submit a certificate along with each bill to the effect that the payment has been made to the personnel as per acquaintance roll and all labour laws obligations have been complied with including payment of overtime allowance in order to confirm the correctness of payment accounts to the right party 26

27 1.2. DATA SHEET BIDDER INFORMATION Name of the Bidder Name of the Contact Person Registered Office Address 4 Year of Establishment Type of Firm/Company 5 (Proprietorship/Partnership/Private Ltd., Company/Public Ltd., Company) Telephone Number(s) Address/Website Fax. No. Area Of Specialization in Facilities Management 27

28 TAX CLEARANCE CERTIFICATES Sl No Type of Tax Tax Clearance Certificate/Return Enclosed (Yes / No) Reference Certificate/ Return Number with date I. We accept the payment schedule as specified in the terms of payment. II. Technical Bid (Envelope A) duly filled and signed is enclosed with this biddingdocument form along with the Terms & conditions as token of acceptance. III. Financial bid (Envelope B) of this bidding document is enclosed in a separate envelope duly signed and sealed. Signature: Name of the Bidder: Dated: 28

29 CHECKLIST: Sl. List of Important Documents No Envelope A: 1 Covering Letter 2 Bid Security Bidding document duly signed at all pages with office 3 seal of the authorized signatory. Letter of Authorization of senior responsible Officer to sign the bid and further communication with name, 4 address, Phone number, address etc. 5 Documents establishing for meeting the eligibility conditions as per terms of the bidding document in Envelope 6 a) Documents like Partnership deed, Memordanum of Articles for constitution of the bidder namely Propertiorship, Partnership, Private/Public Ltd., Company. 7 b) In case of joint venture/consortium bidder, joint venture/consortium agreement. 8 c) Contract Labour license for Housekeeping services and PSARA license. 9 d) Documentary evidence for experience in the field of Housekeeping and security services for 3 years 10 e) Copies of similar contracts handled in the last 5 years with the enduser certificate for satisfactory performance. 11 f) Copies of contract evidencing handling of minimum building area of atleast 10lakh Sq. ft., in any one of the last five year (2011 to 2016) towards facilities management services either in single or multiple contracts in the same year having the nature and complexity equivalent to the services called for in the present tender. 12 g) Documentary proof for having own support infrastructure facilities in India. 13 h) Annual turnover statement, balance sheet, profit and loss account for the last 3 years ( , & ) duly certified by the auditors. 14 i) Enduser certificate for having employed a minimum of 1000 personnel in anyone of the last 5 years ( ) in the field of Housekeeping/Mechanized Housekeeping services either in single contract or multiple contract in the same year with relevant proof of qualification and age of all the specified personnel. 15 k) Affidavit with list of equipment possessed to either on own or on lease with details of invoices, indicating the name, model, make, date of purchase and working condition. 29 Enclosed (Yes/No) Page No.

30 Sl. No List of Important Documents 16 l) Copies of valid PF, ESI and Service tax registration with challans/returns for the last 3 years ( ) 17 m) Valid ISO certificate or equivalent with documentary proof. 18 n) Copies of proceeding of the District Collectors followed for estimating the wages for different categories called for in the tender clearly indicating the category considered by the bidder. 19 o) Affidavit declaring that the bidder and/or the joint venture partner were not blacklisted by any State/Central/Quasi Govt. Bodies and the blacklisting is not in force on the date of bid opening. 20 Letter of undertaking/declaration and confidentiality letter 21 The proposed project team structure with roles and responsibilities of top management & technical staff 22 A declaration onnon-existence of actual or potential conflict of interest 23 Proposed Methodology /Method Statement 24 Standard operation procedures with resource details Any other information which bidders wish to provide being attached separately Details of sub-contractors for services permitted in the 26 bidding document. Enclosed (Yes/No) Page No. Signature & Seal of the bidder 30

31 1.3. BID FORMAT The following are the sample formats in which the bidders should quote their prices for individual hospital for each zone separately with reference to the standards and specifications indicated in the bidding document. The Format A indicating the Shift wise deployment and Total no. of persons to be provided in each category of workers for each hospital covered under each zone are separately given in the Part - IV Annexure for quoting the prices. The bidder should quote their rates for each Hospitals covered in a zone. Quoting for selected Hospitals of a zone is not permitted and such bids will be considered as incomplete and rejected. Format A (Manpower Cost Hospital wise) A) Manpower Requirement and cost for individual Hospitallevel All Categories Zone : Designation Manager I shift Strategic Deployment II shift III shift (a) (b) (c) (d) Hospital/Location: Total No. of Persons (e) = (b)+(c)+(d) Rate per person per month (f) Total Amount per month (g) = (e) x (f) Amount per year (h) = (g) x12 Supervisors Housekeeping staff Security Guards Electrician Plumber Cook Dhobi Gardener Sub Total Rupees in words Carpenter Rate per day **Carpenter Service Contract agency should be in a position to provide the carpentry services on call basis as per the requirement of the Hospital Superintendent / Chief Medical Officer. The rate quoted for carpentry services will not be considered for price evaluation and the final rate will be fixed with the responsive lowest bidder after price negotiation. 31

32 The Format - B for each hospital covered under each zone indicating the minimum requirement of equipment for 3 years, consumables per month and durables for 3 months are given separately in Part IV Annexure for quoting the prices. The bidder should quote their rates for each Hospitals covered in a zone. Quoting for selected Hospitals of a zone is not permitted and such bids will be considered as incomplete and rejected. Sl. No. Format B Price Schedule for Equipment, Consumables and Durables for each Hospital covered in each zone. Bed Strength: Total Area: Name of the Items EQUIPMENT 1 Wet / Dry Vacuum Cleaner 2 High Pressure Cleaner 3 Rubber Squeezers 4 Manual Sweeper 5 Heavy Duty Scrubbing / Buffing Machine 6 Ladder 24ft 7 Ladder 12 ft 8 Wet Mop System 9 Dust Control System 10 Caddy Baskets 11 C-fold Towel 12 Soap Refill 500ml 13 Anti-Bacterial Machine and UV Radiator Any other Cleaning Equipmentas per the 14 need / requirement of the Hospital Sub Total for Equipment (A) CONSUMABLES 1 Floor Duster 2 White Dusters 3 Yellow Dusters 4 Room Fresheners 5 Air Freshenners 6 Urinal Cubes 7 Naphthalene balls 8 Colin / R3 Glass Cleaner 9 Sponges 32 quantity required Equipment for 3 years, consumables per month and Durables for 3 months Unit rateper month* (a) (see note below) Total value per year (b)=(a)x12

33 10 Multipurpose Cleaner / Magic Gel (in liters) Disinfectant liquid (White coloured / Good 11 quality Phenyl / cinefresh (in liters) 12 Floor Cleaning liquid (in liters) Brooms Hard with long and Short 13 Handles) 14 Soft Brooms Liquid Toilet Cleaner / R6 from Taski/ 15 Harpic (in liters) 16 Plastic Scrubber 17 Floor / dish Cleaner 18 Feather Duster 19 Nylon Scrubber 20 Drain openers (large and Small) 21 Dettol / Lysol (in liters) 22 Scrubbing Brush Hard 23 Red Dry Mop com (imported) 24 Scotch Brite Any other Consumables as per the need / requirement of the Hospital Sub Total for Consumables (B) Durables 1 Toilet Brush 2 Glass Wiper 3 Floor wiper / Rubber Squeeze 4 Dustpan 5 Vacuum Pump 6 Dust Control Mop 7 Spray Bottles 8 Kentucky Mop 9 Bucket Large 10 Bucket Small Any other Durables as per the Need / 11 requirement of the Hospital Sub Total for Durables (C) Grand Total for Equipment,Consumables and Durables (D) Important Note: 1. * As the quantity of the equipment indicated above is for 3 years, the total cost should be amortized for 3 years to arrive at per year rate. (i.e, the cost of equipment /3 years) and the per year cost should be divided by 12 to arrive at per month rate. 2. * As the quantity of durables indicated above is for 3 months the total cost should be divided by 3 to arrive at per month rate and the monthly rate should be multiplied by 12 to arrive at per year rate. 3. * As the quantity of consumables indicated above is for per month the rate per month should be multiplied by 12 to arrive at rate per year. 33

34 Format C [Summary of Cost for A) Manpower cost for Hospital level and B) Resource cost equipment/consumables for the Hospitals covered in Zone Cost] Zone: S.No Name of Hospital Grand Total Manpower cost (*) for Hospital level Format A Resource cost equipment/consumables Format B Total cost Amount/Year Amount/Year Amount/Year Note: * Excluding the rate for Carpenter 34

35 Format D (Manpower cost Zonal level) (Indicate the prices / cost for the Zone level Management / Monitoring Services) C) ManpowerRequirement & cost for the Zone level Management / Monitoring Services) Zone : Place of Office: Designation Number Rate/ month/ Person Amount/ month Amount/ Year Zonal level Manager Zonal Security officer Sub Total Rupees in words: 35

36 Format E (Resource Requirement Cost Zonal level) (Indicate the prices / cost for the Zone level Resource Requirement administration) Resource Requirement administration Zone: Place of Office: S. No. Particulars Numbers Rate/ Month Amount/Month Amount/ Year Sub Total Rupees in words: (Note: Format E -Includes the cost for computer system, on-line, identity card, visitors card, biometric systems, Profit/margin, supervision/monitoring, contingencies and other administrative cost) 36

37 Zone: Format F (Consolidate Zone wise) [Indicate the consolidated/summary cost for the Zone level Manpower cost for all the Hospitals and Resource cost equipment / consumables for all the Hospitals covered in the Zone as in Format (C), Manpower cost for Zonal Level Management as in Format (D) and resource cost for Zonal Level Management as in Format (E) along with the cost of man power and resources for State Level Management] Consolidated cost for Zone I for Manpower cost for Hospitals & Resource cost equipment / consumables covered in the zone, (C) Man power cost for Zonal Level (D) Resource cost for Zonal Level Management (E) Zone No.: Summary of man power cost for all the hospitals covered in Zone as per Format C Summary ofresource cost equipment / consumablesfor all the hospitals covered in the zone as in format C Man power cost for zone level management as in format D Resource cost for zonal level management as in format E Total For Zone ( ) = 5 Price in (Rs)/Year excluding service tax Add Proportionate cost of man power for State Level Management for Zone (6) Add Proportionate cost for Resource for State Level Management for Zone (7) Grand Total cost of man power, resources for hospitals and man power and resources cost for Zonal and State level management for Zone (5+6+7)=(8) Add Service Tax applicable (9) Grand Total Including Service Tax for Zone : (8+9) = (10) Note: Common to all Hospitals&Zones Note: 1) In case the Contractor is willing to include any requirements in the above resource requirement, the same shall be included and highlighted separately in the supporting document submitted along with this Bid Document. 2) The Contractor is advised to provide manufacturer specifications for all the equipment and consumables to be provided for performing the Overall Management/ Operational Services at the Hospitals under the control of Directorate of Medical & Rural Health Services. The cost of consumables should be assessed for annual consumption. 37

38 3) The price quoting should be given for individual hospital wise, which will be added and the total cost of all hospitals in the respective one or any or all Zones (Format F) will be taken for selection of lowest bidder. 4) In case of one bidder has applied for more than one zone as single contractor, then the cost of overall management and monitoring services for each of the Zones should be given separately as summary sheet (as per format F) 5) This summary sheet contains the pattern of deployment of resources as required by respective service category. All the services heads shall be calculated based on the applicable taxes as per the Tamilnadu State Government or Central Government regulations. 6) The cost of equipment should be amortized for 3 years and annual costs to be specified in summary sheets. 38

39 PART II CONDITIONS OF CONTRACT S.no Contents Page no 2.1 INTERPRETATION OF TERMINOLOGIES CONTRACT CLAUSES Signing of contract Variation of conditions and services Forfeiture of performance security Execution method Timing Staff Health care worker safety Insurance Severability Waiver Accrued rights and remedies Transfer and sub- contract Patents Confidentiality Data protection Inducement to Purchase Publicity Use of contract documents and information Use of agreements Law Indemnity Liability for loss or damage Termination of Default Termination for insolvency Termination for convenience Force majeure Arbitration Payment Terms of payment 51 39

40 2.1. INTERPRETATION OF TERMINOLOGIES 1) In these conditions of contract the following definitions shall apply: 2) The Tender inviting authorityand Tender Accepting Authoritymeans The Tamilnadu Medical Services Corporation (TNMSC) 3) The Implementing authority/departmentmeans The Director of Medical & Rural Health Services on behalf of the Heads of the 78 Hospitals who is placing the contract. 4) The contractmeans the agreement concluded between the authority and the contractor, including all specifications, patterns, contractor s samples, plans, drawings and other documents incorporated or referred to therein. 5) The contractor or the contractor means the person who succeeded the contract undertakes to supply all the stated services to the authority as provided for in the contract. Where the contractor is an individual or partnership or company, the expression shall include the representatives of that individual or of the partners or company. 6) The contract pricemeans the price inclusive of all taxes and duties payable, that is payable to the contractor by the authority under the contract for the full and proper performance by the contractor of its part of the contract. 7) The servicesmean the services and the goods that the contractor is required to provide under the contract. 40

41 2.2. CONTRACT CLAUSES SIGNING OF CONTRACT: The successful bidders are required to sign the contract agreement with the Directorate of Medical & Rural Health Services within 15 days of the date of issuance of Letter of Intent (LOI) and detailed order. Until the contract is signed, the LOI and the detailed order remain binding on both the parties. In case of delay in signing the contract document on the part of Directorate of Medical & Rural Health Services, the contractor shall be paid 90% of the applicable rates falling due as per the contractual obligations on adhoc basis, till final signing of contract, after which the balance of payment shall be released /adjusted against the regular bills / invoices. However, no payment will be made if there is any delay to sign the contract on the part of contractor s VARIATION OF CONDITIONS& SERVICES: a) The services shall be supplied solely in accordance with the tender conditions. All other contractual terms which in any way add to, vary or contradict these conditions uponwhich the contractor may seek to rely or otherwise impose on the authority shall beexcluded and shall not form part of the contract (whether or not such other contractualterms post-date these conditions), unless the authority has specifically agreed in writing to be bound by any of such other contractual terms. b) The authority may at any time vary or add to the service specification in accordance with this condition and no such variation or addition shall affect the continuation of the contract. c) The authority shall give the contractor at least one month s written notice of any variation or addition. The notice shall give details of the variation or addition and the date on which it is to take effect. d) No later version shall be binding unless it has been agreed in writing and signed by an authorized representative of the authority FOREFEITURE OF PERFORMANCE SECURITY: The performance security amount in full or part may be forfeited in the following cases: a) When the terms and conditions of the contract are breached b) When the bidder fails to comply with minimum service levels agreed upon. 41

42 c) Failure of the contractor to comply with the requirements shall constitute sufficient grounds for the annulment of the award and forfeiture of the Performance Security. d) Notice of reasonable time will be given in case of forfeiture of security deposit. e) The Performance Security will be returned after successful completion of contract period provided there is no claim for liquidated damages/penalty from the Directorate of Medical & Rural Health Services side EXECUTION METHOD: The successful bidders shall get the following documents approved by the DM&RHSfor Management and effective performance of tasks: a) Standard Operation Procedures for all Service Categories b) Service Level Agreements; c) Daily/Weekly/Monthly-Reporting format; d) Comprehensive Reports; e) History Sheets; f) Down time Scheduling of various Services; g) Instruction Manual; h) Infection control Manuals TIMING: Time shall be of the essence with regard to the obligations of the contractor under the contract STAFF: A. i. The contractor must employ sufficient staff to ensure that the services are provided at all times and in all respects in accordance with the service specification. The contractor must ensure that a sufficient reserve of staff is available to meet the service specification during holidays or absences and any special events.the manpower indicated in the bidding document are exclusive of such reserve/relievers. ii. The contractor must employ for the purposes of this contract, only such persons as are careful, skilled and experienced in the duties required to be 42

43 delivered by them and must ensure that every such person is properly and sufficiently trained and instructed and carries out the services with regard to: The task that person has to perform; All relevant provisions of the contract; All relevant rules, policies, procedures and standards of the authority; Fire risks and fire precautions; Observe the highest standards of hygiene, courtesy and consideration. B. The contractor shall provide its staff with a form of identification that is acceptable to the authority and which the staff shall display on their clothing at all times when they are on the authority s premises. C. The contractor shall instruct its staff not to smoke on the premises. D. The contractor shall remove from the premises any of its staff, where the authority requests this on grounds of efficiency or public interest or on disciplinary grounds HEALTH CARE WORKERS SAFETY: The contractor should ensure the safety of the health care workers posted in the hospital. Necessary protective equipment need to be provided to the staff while performing their functions. Appropriate vaccination (esp Hepatitis B, Tetanus toxoid and Typhoid) are to be provided to all the staff placed by the contractor. In case of any accidental exposure to infectious materials, the contractor needs to ensure that the workers adhere to the post exposure prophylaxis protocols followed by the institutions at the contractor s cost INSURANCE : A. The contractor should keep the authority indemnified against claims, actions, proceedings brought or instituted against DM&RHS institutions by any of the contractor s employees or any third party in connection relating to or arising out of the performance of services under the agreement. The third party insurance shall cover: Personal injury up to INR 5,00,000/- Property Damage up to INR 10,00,000/- B. The authority if required may enter into a comprehensive insurance for all the critical equipment including the building structure. The contractor must 43

44 identify such critical areas of the premises that needs to be insured and submit the necessary details to the authority SEVERABILITY: If any provision of the contract is or becomes illegal, void or invalid, that shall not affect the legality and validity of its other provisions WAIVER: A. The failure of either party to seek redress for breaches or to insist on strict performance of any provision of the contract or the failure of either party to exercise any right or remedy to which it is entitled under the contract shall not constitute a waiver thereof and shall not cause a diminution of the obligations under the contract. B. No waiver of any provision of the contract shall be effective unless it is agreed to by both parties in writing. No waiver of any default shall constitute a waiver of any subsequent default ACCRUED RIGHTS AND REMEDIES: Neither the expiration nor the termination of the contract shall prejudice or affect any right of action or remedy which shall have accrued or shall thereafter accrue, either to the authority or to the contractor TRANSFER AND SUB-CONTRACT: The contractor cannot assign or transfer or sublet whole or any part of thecontract except subcontracting of the services specifically permitted in this bidding document PATENTS: A. The contract price shall include all payments made or to be made to any third party in respect of any right, patent, design, trademark or copyright used for the purpose of performing the contract. B. The contractor shall indemnify the authority against any costs or claims arising from any infringement of any right, patent, design, trademark or copyright CONFIDENTIALITY: A. The contractor and his staff must not disclose to any person (other than a person authorized by the authority) any information acquired by them in connection with the contract. 44

45 B. Without prejudice to the generality of the previous condition, the contractor and his staff must not disclose to any person (other than a person authorized by the authority) any information acquired by them in connection with the provision of the services which concerns: i. The authority, its staff or its procedures ii. The identity of any patient at any of the authority s hospitals or other establishments iii. The medical condition of or the treatment received by any patient DATA PROTECTION: A. The contractor must protect personal data and in particular the contractor must ensure compliance with the authority s security arrangements and ensure the reliability of its staff who has access to any personal data held by the authority. In addition, if the contractor is required to access or process personal data held by the authority, the contractor shall keep all such personal data secured at all times and shall only process such data in accordance with instructions received from the authority. B. The contractor shall indemnify the authority and the Secretary of State for Health against all claims and proceedings and all liability, loss, costs and expenses incurred in connection therewith made or brought by any person in respect of any loss, damage or distress caused to that person as a result of the contractor s unauthorized and /or unlawful processing or the contractor s destruction and /or damage to any personal data held by the contractor, his employees or agents INDUCEMENTS TO PURCHASE: A. The authority shall be entitled to terminate the contract and to recover from the contractor the amount of any loss resulting from such termination in the following circumstances: i. If the contractor, shall have offered or given or agreed to give to any person any gift or consideration of any kind as an inducement or reward for doing or forbearing to do, or for having done or forborne to do, any action in relation to the obtaining or execution of the contract or any other contract with the authority or any health authority, or for showing or forbearing to show favour or disfavour to any person in relation to the contract or any other contract with the authority or any health authority 45

46 ii. If such acts shall have been done by any person employed by the contractor or acting on its behalf (whether with or without the knowledge of the contractor) iii. If in relation to the contract or any other contract with the authority or any health authority the contractor or any person employed by him or acting on his behalf shall have committed any offence like indulging in corruption, or shall have given any fee or reward to any officer of the authority which shall have been exacted or accepted by such officer PUBLICITY: The contractor shall not advertise or publicly announce that it is providing services or undertaking the works for the authority without the prior written consent of the authority and such consent not to be unreasonably withheld USE OF CONTRACT DOCUMENTS AND INFORMATION: A. The bidder shall not, without the DM&RHS's prior written consent, disclose the contract, or any provision thereof, or any specification, plan, drawing, pattern, sample or information furnished by or on behalf of the DM&RHS in connection therewith, to any person other than a person employed by the bidder for performance of the contract. Disclosure to any such employed person shall be made in confidence and shall extend only so far, as may be necessary for purposes of such performance. B. The bidder shall not, without the DM&RHS's prior written consent, make use of any document or information enumerated in this document except for purposes of performing the contract. C. Any document, other than the contract itself, shall remain the property of the DM&RHS and shall be returned (including all copies) to the DM&RHS on completion of the bidder's performance under the contract, if so required by the DM&RHS USE OF AGREEMENTS: Upon receiving a written request the authority may allow the contractor to use DM&RHS purchase agreements for goods and services. Should the authority allow such use, it is on the understanding that the goods or services so purchased by the contractor against these agreements are only for the performance of the contract. The authority retains the right to withdraw consent for the use of any agreement instantly at any time without giving any period of notice and without 46

47 giving any reason. All information received by the contractor concerning DM&RHS purchase agreements shall be held in confidence LAW: The parties shall accept the non-exclusive jurisdiction of the Indian Courts and agree that the contract is to be governed and construed according to Constitutional Law INDEMNITY: A. Neither Party shall be liable to the other Party for any loss or damage, costs or expenses incurred or suffered by the other Party as a result of any breach of the terms of the Contract, unless the same were in the reasonable contemplation of the Parties at the time when they entered into the Contract. B. The Contract Price of the Services under the Contract has been negotiated and agreed on the basis that the Parties may limit their liability to each other as set out in the Contract and the Parties, each, confirm that they will themselves bear or insure against any loss for which the other Party has limited its liability under the Contract LIABILITY FOR LOSS OR DAMAGE: A. The Contractor shall indemnify and hold the DM&RHS Hospitals harmless from any and all loss or damage to any of the properties / assets furnished under this contract, the Contractor shall procure and maintain during the term of this contract, and any extensions thereof, full insurance acceptable to the Contracting Authority (DM&RHS). The Contractor's insurance coverage shall apply to all workers who are at the operation level of the assets also. B. Prior to the commencement of work here under, the Contractor shall furnish to the Contracting Authority (DM&RHS) a copy of the insurance policy or policies or a certificate of insurance issued by the underwriter(s) showing that the coverage required by this clause has been obtained. C. Each policy or certificate evidencing the insurance shall contain an endorsement which provides that the insurance company will notify the Authority (DM&RHS) 30 days prior to the effective date of any cancellation or termination of any policy or certificate or any modification of a policy or certificate, which adversely affects the interests of the DM&RHS authority in such insurance. The notice shall be sent by registered mail and shall identify this contract, the name and address of the contracting firm, the policy, and the insured. 47

48 D. The contractor assumes all risk and liability for damage to or loss of the assets for the term of this contract, even though the assets are in the Government's possession, for normal wear and tear to the assets, or loss which occurs as a result of negligence or fault in maintenance of the assets by the Contractor, or loss resulting from a latent defect in the construction of the component thereof. E. In the event the assets are lost, destroyed, or damaged so extensively as to be beyond repair, the contractor will pay to the DM&RHS Hospitals a sum equal to the fair market value of the asset just prior to such loss, destruction, or extensive damage, less the salvage value of the asset. F. Any failure to agree as to the responsibility of the Government or the Contractor under this clause shall, after a final finding and determination by the Authority, be considered a dispute within the meaning of the "Disputes" clause of this contract Termination for Default (a) The End user may, without prejudice to any other remedy for breach of contract, by written notice of default sent to the contractor, terminate the Contract in whole or part; (i) if the Contractor fails to deliver any or all of the services within the time period(s) specified in the Contract, or within any extension thereof granted. or (ii) if the Contractor fails to perform any other obligation(s) under the Contract; or (iii) if the contractor, in the judgment of the TAA/Enduser, has engaged in fraud and corruption, as defined elsewhere in competing for or in executing the contract. (b) In the event of termination of the contract in whole or in part,, the Enduser may procure, upon such terms and in such manner as it deems appropriate, Services similar to those undelivered, and the contractor shall be liable for any additional costs for such similar services. However, the contractor shall continue the performance of the Contract to the extent not terminated Termination for Insolvency (a) The End usermay at any time terminate the Contract by giving written notice to the contractor, if the contractor becomes bankrupt or otherwise insolvent. In this event, termination will be without compensation to the contractor, provided that such termination will not prejudice or affect any 48

49 right of action or remedy that has accrued or will accrue thereafter to the Enduser Termination for Convenience (a) The Enduser by written notice sent to the contractor, may terminate the Contract, in whole or in part, at any time for its convenience. The notice of termination shall specify that termination is for the Convenience of the Enduser the extent to which performance of work under the Contract is terminated, and the date upon which such termination becomes effective. (b) The services that are rendered before the notice of the Enduser shall be accepted by the Enduser at the Contract terms and prices. For the remaining services, the End user may elect i. to have any portion of services completed at the Contract terms and prices; and /or ii. to cancel the remainder and pay to the contractor an agreed amount for partially completed services by the contractor Force Majeure i. Notwithstanding the other provisions,the Contractorshall not be liable for forfeiture of its performance security, liquidation damages or termination for default, if and to the extent that, its delay in performance or other failure to perform its obligations under the Contract is the result of an event of Force Majeure. ii. For purposes of this Clause Force Majeure means an event beyond the control of the contractor and not involving the contractor s fault or negligence and not foreseeable. Such events may include, but are not limited to, acts of the Endusereither in its sovereign or contractual capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes. iii. If a Force Majeure situation arises, the contractor shall promptly notify the End userin writing of such conditions and the cause thereof within 3 days of occurence of the situation. Unless otherwise directed by the End user in writing, the contractor shall continue to perform its obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the force majeure event ARBITRATION: a) If any dispute arises out of these Conditions (other than in relation to any matter in which the authority has a discretion which is exercised in accordance 49

50 with the terms of these Conditions and which shall be final and conclusive) the parties will use all of their respective reasonable endeavors to resolve it by negotiation. If negotiations fail to resolve such disputes, the parties will attempt to settle it by arbitration in accordance with the procedures of The Arbitration Act,1996. To initiate arbitration a party shall give a notice in writing (a"arbitration Notice") to the other party requesting arbitration of the dispute and shall send a copy thereof to the state arbitration committee asking to nominate an arbitrator in the event that the parties shall not be able to agree such appointment by negotiation. The arbitration shall commence within 28 days of the Arbitration Notice being served. Neither party will terminate such arbitration until each party has made its opening presentation and the arbitrator has met each party separately for at least one hour. The arbitrator s award will be the final and binding one and the parties must adhere to the same, and the fees to be paid to the arbitrator has to be shared by the both parties on mutual consent. b) For the purpose of Arbitration a notice to be served only to the DM&RHS PAYMENT: A. An invoice shall be rendered on the contractor s own invoice form to the authority at monthly intervals clearly marked with the authority s order number. B. Invoices shall show the period and the amount of the services for which payment is claimed together with the agreed charging rates and any other details the authority may determine as being part of the service specification. C. The authority shall pay the contract price to the contractor, by Bank Account Clearing System (BACS), if the authority so chooses, within 30 days of the receipt of the services or a valid invoice, whichever is later. D. Whenever under the contract any sum of money shall be recoverable from or payable by the contractor, the same may be deducted from any sum then due or which at any time thereafter may become due to the contractor under the contract or under any other contract with the authority. E. If for any reason the contract comes to an end other than at the end of a completed calendar month, the authority must pay in respect of the partly completed calendar month 1/365th of the annual contract price for each completed day worked by the contractor in the partly completed calendar month. 50

51 TERMS OF PAYMENT: a) 15th day from the date of issuance of LOI and detailed order, the contract agreement should be signed. Date of Commencement b) 30th day from the date of contract signed, the work should be of Work started at all hospitals. c) Hence, on 45th day from the date of issuance of LOI and detailed order, the contractor should to start the work. The tenure of the contract is three (3) years from the date of signing the contract. Within the 3 years period, the contract for the Second year will be renewed based on the satisfactory performance of the Period of Contract: first year and so on for the Third Year. Further the contract can be extended to further period of one year on satisfactory performance of the Contractor and on mutual acceptance Monthly Payment: The invoices shall be submitted to Director of Medical and Rural Health Services by 1st week of every month, and Payment of Invoices the same shall be cleared within 21 days, after submission of all the documentary evidence. If all necessary documents are submitted along with the invoice raised by the Contractor, and if there is any delay from DM&RHS side to clear the payment within 40 days of receiving the bill, then Rate of Interest for the DMRHS are liable to pay an interest amount (at 6% simple Delayed Payment interest per annum) for the number of days delayed after the stipulated time provided if there is no fault from the Contractor side The prices shall remain firm and shall not be subject to variation Price Escalation for any reason whatsoever unless there is any revision in statutory norms. May be applicable as per Government regulations changing from Service Tax time to time, but should be covered in the monthly invoice 51

52 PART III SCOPE OF WORK S.no Contents Page no 3.1 ADMINSTRATIVE SPECIFICATIONS List of Hospitals Levels of functioning Key activities Organogram Staffing and shifts Roles and responsibilities Roles and responsibilities of Contractor Roles and responsibilities of Supervisor Roles and responsibilities of Housekeeping Staff Roles and responsibilities of Security Roles and responsibilities of Electrical and Plumbing Services 68 Staff Roles and responsibilities of Laundering Staff Roles and responsibilities of Cooking and Catering Assistance 69 Staff Roles and responsibilities of Gardening Staff Roles and responsibilities of Carpentry Service Staff Training Supply Chain Management Data management Monitoring and evaluation Indicators (Process, Output and outcome) Penalty Clauses TECHNICAL SPECIFICATIONS Occupational Health & Safety standards Housekeeping standards and specifications Cleaning process by the staff Method statement of basic housekeeping process Categorization of hospital areas in to risk categories Cleaning schedule Infection control standards and specifications Non clinical aspects of infection control Basic cleaning techniques Guidelines for Operation Theatre Environmental cleaning Cleaning chemicals & equipments standards and 92 specifications Pest Control standards and specifications Materials and equipment Colour coding List of equipment, consumables and durables to be used 97 52

53 3.1. ADMINSTRATIVE SPECIFICATIONS List of Hospitals: Sl. No. Location of the DMRHS Hospital District No of Blocks South Zone No of beds 1 District Head Quarters Hospital, Kaniyakumari Padmanabhapuram 2 Government Taluk Hospital,Kuzhithurai Kaniyakumari District Head Quarters Hospital, Madurai Usilampatti 4 Government Taluk Hospital,MELUR Madurai Government Taluk Hospital,Tirumangalam Madurai Government Hospital, Paramakudi Ramanathapuram District Head Quarters Hospital, Ramanathapuram Ramanathapuram 8 District Head Quarters Hospital, Karaikudi Sivagangi Government Taluk Hospital,Cumbam Theni District Head Quarters Hospital, Theni Periyakulam 11 District Head Quarters Hospital, Kovilpatti Thoothukudi Government Taluk Hospital, Sankarankoil Tirunelveli District Head Quarters Hospital, Tenkasi Tirunelveli Government Taluk Hospital,Kudankulam Tirunelveli Government Taluk Hospital,Kadayanallur Tirunelveli Government Taluk Hospital, Aruppukottai, Virudhunagar District Head Quarters Hospital, Virudhunagar Virudhunagar 18 Government Taluk Hospital,Srivilliputhur Virudhunagar Government Taluk Hospital,Rajapalayam Virudhunagar Government Taluk Hospital,Sivakasi Virudhunagar Sub Total North Zone 21 Government Taluk Hospital, Chidambaram Cuddalore District Head Quarters Hospital, Cuddalore Cuddalore Government Taluk Hospital,Virudhachalam Cuddalore Government Hospital,Tambaram Kanchipuram District Head Quarters Hospital, Kanchipuram Kancheepuram 26 District Head Quarters Hospital, Tiruvallur Tiruvallur Government Taluk Hospital,Tiruttani Tiruvallur Government Taluk Hospital,Cheyyar Tiruvannamalai Government Taluk Hospital,Arani Tiruvannamalai District Head Quarters Hospital, Walajapet Vellore Government Non Taluk Hospital, Sholingur Vellore Government Hospital, Pentland Vellore

54 Sl. No. Location of the DMRHS Hospital District No of Blocks No of beds 33 Government Taluk Hospital, Thirupathur Vellore Government Taluk Hospital,Gudiyatham Vellore Government Taluk Hospital,Vaniyambadi Vellore Government Taluk Hospital,Ambur Vellore Government Taluk Hospital,Arakonam Vellore District Head Quarters Hospital, Villupuram Kallakuruchi 39 Government Taluk Hospital, Tindivanam Villupuram Government Hospital,Villupuram Villupuram Sub Total Central Zone 41 District Head Quarters Hospital, Dindigul Dindigul Government Taluk Hospital, Palani Dindigul Government Taluk Hospital,Ariyalur Ariyalur Government Taluk Hospital,Jeyankondam Ariyalur District Head Quarters Hospital, Perambalur Perambalur 46 Government Taluk Hospital,Kulithalai Karur District Head Quarters Hospital, Nagapattinam Nagapattinam 48 Government Taluk Hospital, Mayiladuthurai Nagapattinam Government Taluk Hospital,Sirkazhi Nagapattinam Government Taluk Hospital, Pattukottai Thanjavur District Head Quarters Hospital, Thanjavur Kumbakonam 52 Government Taluk Hospital, Srirangam Tirchy District Head Quarters Hospital, Tirchy 220 Manapparai 54 Government Taluk Hospital,Lalgudi Tirchy District Head Quarters Hospital, Manargudi Tirvarur Government Taluk Tirvarur Hospital,Thiruthuraipoondi 57 Government Taluk Hospital, Aranthangi Pudukottai Government Taluk Hospital,Iluppur Pudukottai Sub Total West Zone 59 District Head Quarters Hospital, Pennagarm Dharmapuri District Head Quarters Hospital, Pollachi Coimbatore Government Taluk Hospital,Mettuppalayam Coimbatore District Head Quarters Hospital, Erode Erode Government Taluk Hospital,Gobichettipalayam 64 Government Taluk Hospital,Sathyamangalam 54 Erode Erode

55 Sl. Location of the DMRHS Hospital District No of No of beds No. Blocks 65 Government Taluk Hospital,Bhavani Erode District Head Quarters Hospital, Krishnagiri Krishnagiri Government Taluk Hospital, Hosur Krishnagiri District Head Quarters Hospital, Namakkal Namakkal Government Taluk Hospital, Rasipuram Namakkal Government Taluk Hospital,Tiruchengode Namakkal District Head Quarters Hospital, The Nilgiris Uthagamandalam 72 Government Taluk Hospital,Coonor The Nilgiris Government Taluk Hospital,Gudalur The Nilgiris Government Taluk Hospital, Athur Salem District Head Quarters Hospital, Mettur Salem Dam 76 District Head Quarters Hospital, Tirupur Tiruppur Government Taluk Hospital, Udumalpet Tiruppur Government Taluk Hospital,Dharapuram Tiruppur Sub Total Grand Total for all 4 Zones LEVELS OF FUNCTIONING: The DMRHS intends to identify agencies for implementation of housekeeping and Security and other basic services in 78 Hospitals which have a bed strength of 17309in Tamilnadu. The agency is expected to have the following structure to implement the activities In case of agency quoting for one or any number of zones, the bidder must have one state level office. The state level office would be coordinating body with the DMRHS for all its activities in the Awarded Hospitals. Zonal level offices at each of the 4 zones for local management of activities. Institution Level Office to execute the outsourcing activities in the Hospital with coordination of institutional authorities. 55

56 KEY ACTIVITIES: The following are the key activities to be performed by the agency. Detailed scope Staff recruitment of work for individual areas are given below A. Staff recruitment: Engage and deploy necessary skilled workers in appropriate numbers, to manage and implement all aspects of housekeeping. B. Capacity building:develop training materials, undertake training of all recruited housekeeping staff and permanent hospital staff. Monitoring & Evaluation Supply of consumable s HK agency activities Documentation Capacity building C. Documentation: The agency needs to maintain a record of alll the agreed upon trainings including induction as per the specified format with the chief hospital authority. The agency is required to collect data on a real time basis and provide information to DMRHS regularly. D. Supply of Consumables: The agency needs to provide equipment and consumables in appropriate numbers and amounts for ensuring provisions of all services, as per agreed deliverables at the contract. E. Monitoring & Evaluation: Conduct periodic, objective & evidence based monitoring of the stafff and the activities. Provide scope for semiannual inter zonal cross learning. Evaluation by the state level office on a semiannual basis. The agency should aim for continuous quality improvement in work performance, data collection analysis and rectification of errors. 56

57 ORGANOGRAM: The agency would have the following human resources at each level. Staff structure mentioned is indicative. The agency can modify the staffing based on a clear justification. Housekeeping Worker Electrician State MIS & Documentation M Carpenter State Level Manager State Finance & HR Manager Zonal Manager Hospital Manager Cook Dhobi Zonal Security Officer Gardener Plumber Security Note: In case of agency quoting for one or all or any number of zones out of 4 zones, the bidder must have one State level Head office in addition to Zonal level office. Hence, it has been mentioned above that the state level Senior Managers are required. The staff structure should be followed by successful bidders for State level, Zonal level and Hospital level as per requirement and not for the district level STAFFING & SHIFTS: A. Staffing: i. The agency is expected to work out the staffing pattern at two levels: head office and district level. Tentative guidelines for the staffing at various levels is given below 57

58 Level Staff Number Function Reporting to State level- Head office Zone level Hospital level office Branch office Senior Manager 1 The state level head office would be managed by a senior level manager and would be point person for coordination with DMRHS. Finance & HR Officer MIS & Documentation officer 1.Manager 2.Security officer Hospital Manager 1 This person would be responsible for handling all finance & HR of the entire team. 1 This person would be responsible for handling all MIS & documentation of the entire activities. 1 The Zonal level office would be managed by a midlevel manager, 1 Security officer and would be point person for coordination of all activities within the Zone distribution. 1 This person would be the nodal person for implementing all HK related activities within the hospital Nodal officer, DMRHS Senior Manager Senior Manager Senior Manager Senior level Nursing superintendent & Zonal Manager Supervisors Details given below Hospital Manager Housekeeping Details given below Supervisors staff Security Details given below Supervisors ii. Qualification of personnel in the Head Office. Head Office Personnel Senior Manager Finance & HR Officer MIS Minimum Qualification MBA in HR (PG degree) or any PG degree with 20 years experience in Facility Management Any PG degree in finance and accounting Any UG degree with Diploma in Computer application 58 Minimum Experience required in years 10 years in multimanagement services) for MBA or 20 years in Facility management for any PG degree 10 years in Finance & HR services 5 years in data operation

59 Head Office Personnel &Documentation officer Zonal level manager Zonal Security officer Minimum Qualification MBA in HR (PG degree) or any PG degree with 5 years experience in Facility Management Ex-service man or Retired police officer not less than the rank of Sub-Inspector of police Minimum Experience required in years 5 years in multimanagement services) for MBA or 5 years in Facility management for any PG degree 3 Years iii. The following key personnel with the required qualification and experience shall form part of the team to manage the Housekeeping System in each Hospital. Hospital Key Personnel Hospital Manager Supervisor Cleaning and Sanitation Worker Any PG degree Any UG degree Minimum Qualification Before starting up the assignments of contract, the contractor should submit the documents relating to relevant skill training imparted to the workers, their skills set / job profile and their personal record. For any new worker entering the hospital, the above particulars should be authenticated and provided by the contractor. Minimum Experience required in years 5 years (in management services) 3 years (in housekeeping services) 1 Year Security Plumber, Electrician, Carpenter, Asst.Cook, Gardener, Dhoby Preferable qualification for security personnel is he/she should be an Ex-service man and physically fit to take up the job like crowd management, control of passerby, etc. Practical Technical Skill as required 1 1 (Note: In case of non-availability of ex-service man, then the agency can engage the non-ex-service man having the physical fitness and capability to work as Security.) 59

60 4 Shifting i. The hospitals level staff are expected to work in three shifts First Shift : 7 a.m 2 p.m Second Shift : 2 p.m 9 p.m Third Shift : 9 p.m 7 a.m ii. The outsourced hospital staff should follow the rules and regulations laid by the agency. iii. Attendance to work needs to be monitored by the hospital manager through biometric system. Report of the same needs to be submitted to the head office on a daily basis ROLES AND RESPONSIBILITIES: Roles and Responsibilities of Contractor: 1. Ensuring the cleanliness and infection free ambience of the hospital. 2. Staffing as per contract to ensure optimum service as per scope of work. 3. Reporting both to the Facility Manager and site in charge nominated by the respective Hospital. 4. Preparing and submitting various checklists / Inspections Reports as schedules in the approved formats. 5. Preparing activity reports regarding work handled. 6. Providing uniforms and identity cards to the employees of the Contractor. 7. Providing all statutory obligations such as PF, ESI and Minimum Wages. 8. Providing necessary and adequate equipment, and implements to ensure optimum service as per the scope of work. 9. Ensuring all machinery as per the offer document to be on site. 10. Ensuring adequate training of staff. 11. Ensuring that the healthcare organization is neat and clean by 8:00 am in the morning daily; and ensuring cleanliness throughout the day. While doing cleaning at night/early morning hours bidder ensuring that patients and attendants are not disturbed. 12. The contractor shall perform the cleaning as per the standard operating procedures provided by the healthcare organization. 13. The contractor shall procure the consumables (soap, toilet roll, paper towels, plastic mugs, hockey brush, wipers, etc). / 60

61 Chemicals/ detergents/ disposables/disinfectants and other stores related to sanitation & housekeeping. The contractor shall use ecofriendly and ISI marked detergents, chemicals, consumables. These chemicals should not damage/cause harm to the hospital property or of the users. The hospital shall have the discretion regarding the quality and quantity of the stores. The proper record of such stores shall be maintained by the store keeper of the contractor. A hospital representative can carry out surprise checks of the stores without any prior intimation. The contractor is bound to change any chemical, consumable, detergent to the satisfaction of the hospital authorities. 14. No cleaning material and consumables shall be manually transported. Janitor s trolleys shall be used during cleaning activities. 15. It will be the responsibility of the contractor to provide the uniform of distinct colour and design as approved by the hospital authority and ensure compliance. 16. The contractor shall issue identity cards to its employees in consultation with Security officer of the Hospital to ensure safety of premises. Staff engaged by the firm will carry the card which can be checked randomly and non-adherence will invite a penalty. 17. The contractor shall be responsible for taking all measures to safeguard (all the staff employed by the firm) from all the likely health hazards including Personal Protective Equipment (PPE) and immunization. 18. Electrical &Plumbing Services: Experienced persons to handle electrical fitting and repairs in the building, Water treatment Plant and general plumbing works. Operating Motors for water, Generators etc at fixed time as per instruction of the Residential Medical Officer / Medical Officer or Nursing Superintendent. Maintenance and repairs of fans, tube lights, all water pipes etc as per the instruction of the Residential Medical Officer / Medical Officer or Nursing Superintendent. Any repairs relating to electrical fittings have to be carried out by the Contractor. The Purchase of any electrical parts for repaired items or replacement of new items like tube lights, bulbs etc have to be borne by the Hospital. It 61

62 should be ensured that all kinds of day to day electrical and plumbing works are attended without any undue delay for correct maintenance to avoid interruption of health care services in hospital. 19. Laundering Services: Collecting or receiving soiled and infected linen from all wards by following the protocol. Washing linen after completing stain removal procedure either manually or using machine available at Hospital. Cleaning process for soiled linen can be done by using laundry equipments in the space available for laundry service. This includes sorting, sluicing and disinfecting, washing, extracting,drying, conditioning, ironing, pressing and folding. The agency will also ensure distributing /sterile linen to the respective user department, Maintenance and control of active and back up inventions and processed linen. Maintaining recall registers, if the linen is not properly washed. Ensure that the workers allotted for laundry service are discharging duties as directed by the Hospital Supdt. or Resident Medical Officer (RMO) or Nursing Superintendent (NS). 20. Cooking and Catering Assistance: It should be ensured thatcooking is done as per the direction of Hospital Superintendent or Nursing Superintendent. All Necessary cooking assistance should be provided by the worker. It should be ensured that the food from the kitchen is served properly by a different set of trained staff (with clearly identifiable uniform) in hygienic manner using properly closed stainless plates and milk in stainless steel tumblers for the patients. The hospital will provide Nursing Superintendent (who is trained in diet system) for supervision of quality of food being prepared in the kitchen. It should be ensured that kitchen worker should use right protective gears. The workers meant for sanitation / housekeeping should not be utilized for serving food. Food handlers / cooks should be medically fit and free from contagious / communicable disease. 62

63 21. Gardening: Maintaining the premises of the Hospital; carrying out regular de-weeding, cutting of shrubs, pruning of plants, watering the garden etc. To ensure that innovative and decorative tasks like planning / Designing the available unwanted vacant space for planting trees, plants, kitchen garden, flower arrangements and pot decoration etc. are undertaken for maintenance of garden. Continuous maintenance of Garden including children play area in the hospital. Arranging and decorating rooms for meetings/trainings apart from garden work at hospital level. Providing assistance in the Functional arrangements in respective hospital. 22. Carpentry Services: Providing carpentry service to the Hospital as and when requested by the Hospital Superintendent/Chief Medical Officer (CMO). It should be ensured that the specified work is attended immediately after call registered by the Nursing Superintendent and Hospital Manager of the Contractor. 23. Contingency services a) The contractor shall also provide cleaning services in the entire premises as and when the contingency arises, on any day of the week. b) The contractor shall be responsible to maintain quality and work efficiency by deploying extra staff, if so required. c) No extra payment shall be charged for this contingency work Roles and Responsibility of the Supervisor: 1. To monitor and ensure proper Housekeeping activities are conducted at the site as per specifications. 2. To brief all staff regarding their duties, designated areas and special instructions if any. 63

64 3. To create awareness and train all staff regarding methods and the specifications, and to inform them of any changes in routines or specifications. 4. To submit the various checklists to the respective Hospitals, at the frequency instructed in the suggested formats. 5. To de-brief all supervised staff at the end of each shift. 6. To monitor that the staff is cleaning in the required manner in order to ensure that the surfaces are maintained in the best possible way and to enhance their longevity. 7. To inform all discrepancies and maintenance requirements brought to notice by the staff and by the supervisor s own observations to the respective Hospital promptly. 8. To ensure discipline, proper attire and etiquette in the staff under them. 9. To polish all the designated areas to ensure effective housekeeping. 10. To maintain the daily attendance record, absentees list and list of stand-by personnel called for duty. 11. To ensure that janitor closets and storage areas are maintained in a neat and orderly manner at all times Roles and Responsibility of Housekeeping staff: 1. The cleaning activities are to be undertaken as per the cleaning schedule mentioned for each functional area. 2. As per agreed schedule, clean all rooms (both inside and outside), doors, windows, grills, fittings, furniture, corridors, ceiling (high cleaning), lift cabins, surface areas and flooring of the entire hospital, basement and parking areas by using suitable / standard cleaning equipment / chemicals. High dusting of corners, ledges, ceiling fixtures and so on will be performed on a needed basis. 3. Empty and clean the trash receptacles in the common areas. Sweep the staircases, landings and other related areas. General floor areas should be policed for scraps of paper, cigarette butts, and so on. 4. Clean all the telephones; all critical equipments to be dusted under supervision of the user / staff nurse / paramedical staff in-charge. 5. Clean properly all equipments used and keep them at the designated places. 6. Clean the Mechanical Electrical areas (premises only) in the presence of 64

65 respective operators. No equipment should be touched for any reason. These premises are to be cleaned only in the presence of the M & E area operator or supervisor. 7. Clean the various signages of the common areas. 8. Any such stains / marks, which cannot be removed easily without affecting the surface or existing paint, should be brought to the notice of the Supervisor. 9. Any condition of the building requiring repair or attention should be brought to the notice of the Supervisor as soon as possible. 10. The staff should be alert and observe any discrepancies in the fittings, fixtures and other such items in the designated areas. Any such discrepancy should be reported to their supervisor promptly. 11. Report any lights failure to the Supervisors. Any discrepancies or cleanup required beyond normal policing will be reported to the Supervisor immediately. 12. The supervisor should be notified when restroom supplies and light inventories need reordering. 13. Ensure drinking water is made available in the drums placed at specified points through periodical transportation from the water source / tank at the hospital. 14. Monitor the quality of linen used in the Hospital, ensure that the linen is changed at regular intervals and carry out periodical cleaning of the cots and mattresses, applying talcum powder etc., to ensure they are free from bad odour. 15. Should inform the Nursing Superintendent on the quality of cleanliness. 16. All floors to be cleaned using suitable safe Disinfectants and also as specified by Hospital Medical Superintendent / CMO. 17. All OP & Wards & Corridors should be cleaned of cob webs once in a month on fixed days as per cleaning schedule. 18. All Sun shades and roofs should be cleaned once in a week on fixed days as per cleaning schedule. 19. Cleaning of the entire premises (including all vacant space) every day. Ensure that there is no open air defecation, urine, spitting, etc., and to keep pollution free environment. 20. Regularly check out the toilets and other washing areas for any taps let open. 65

66 21. Collect the waste generated in the bins provided by the Hospital for the purpose and transport the same to the Bio Medical Waste Management (BMWM) room of the hospital. Maintain the bins cleanly and keep them always covered. 22. Educate their staff on Bio Medical Waste Management practices to ensure collection, storage and disposal of waste is carried out as prescribed. They should provide necessary help in the segregation of different wastes and in the proper disposal of the same. 23. Have a proper sewage cleaning plan in order to maintain proper functions of sewer system. 24. Clean the drains within the hospital premises regularly and ensure no clogging.. Clean and de-silt on a periodic basis the overhead tanks, sumps and septic tanks of the hospital as per cleaning schedule. 26. Ensure scientific chlorination (as per standards) of water in sumps / overhead tanks / wells. This should be supported by a clear plan. 27. Clean all bathrooms, toilets, wash area, wash basin, sinks, etc by using suitable cleaning equipment / chemicals as per schedule. All toilets should be washed with Disinfectants as per cleaning schedule. 28. All toilets should be Acid washed on fixed days and whenever necessary as per schedule. 29. Carry out regular fumigation, spraying and other insect, pest and rodent repellant measures through approved pest control agency. The provision of mosquito nets / pesticides / insecticides to be within the scope of the bidder. 30. The pest rodents control service should be undertaken in a safe and costeffective manner which maximizes the availability of the hospital s resources and reduces the risks in terms of safety, food-hygiene, infection control, damage to the buildings, loss of clinical service activity etc. from pest infestation. All type of pest and insect control should be done periodically as per standard schedule or norms. 31. The contractor must ensure that all insects and rodent control systems should be tamper resistant. It is expected to take up rodent control measures once a month especially along the shafts (electrical, gas supply), ducts and sewer, drainage pipelines etc. 66

67 32. The contractor must produce the hospital authority a service report giving a complete overview on pest control activity within the hospital premises during the previous month and mentioning future course of action. 33. The Hospital authority will have the right to inspect the quality of work / type of equipment to be used for rendering the service. The pest control treatment shall be done in the presence and to the satisfaction of the official authorized for this purpose. In addition the contractor should provide emergency pest control advice to the hospital authority whenever needed. 34. The Chemicals/Pesticides used shall be of reputed manufacturer and approved by the Pest Control Association for its effectiveness and safety to human beings in closed and Air-conditioned environment Roles and Responsibility of the Security: 1. Ensure 24 hours manned security and CCTV coverage in main areas of the Hospital. Ensure through proper vigil and a Gate Pass system for physical verification of trucks and vehicles coming into / moving out of the hospital premises that there is no theft of any materials, consumables, scrap, equipment or any other hospital related items. In case such theft is noticed, bring it immediately to the notice of the Hospital Superintendent / Residential Medical Officer or his representative and provide them and the police, as applicable, all information on the same, to help in successfully conducting the investigation. 2. Regulate crowds at OP /IP wards, pharmacy, surgical wards, Laboratories, Mortuary, etc. and the parking of vehicles within the hospital premises. 3. Have a record of all vehicles entering / leaving with timings the hospital premises maintained. 4. Regulate flow of visitors to the wards, keeping in mind visitors timings especially during the night time. 5. Be extremely vigilant in areas like Labor Rooms, CEMONC Block, Pediatric, Gynaec and Women s Wards and ensure only women staffs are deployed at these locations. 6. Ensure safekeeping of the hospital equipment and materials and the patients/visitors/ attendants belongings. 67

68 7. Ensure that in case any equipment / items of the hospital are taken out for repairs they have suitable authorization from the Hospital Superintendent / Residential Medical Officer. 8. Return any articles or properties found on the premises to the Hospital Superintendent / Residential Medical Officer / Nursing Superintendent and record the same in Lost and Found Book. 9. Report any malfunctioning of facilities, installations etc., within the premises of the hospital, as soon as it is noticed. 10. Prevent abuse of the hospital facilities and acts of vandalism. 11. Ensure that the hospital premise is free from the stray animals and creature menace. 12. Regularly check all areas of the Hospital, especially unused and vacant places, to ensure no unlawful activities take place within the hospital premises. 13. Co-ordinate with the local Fire Officer at the Fire Station for conducting Mock drills. 14. Should ensure through trained fire safety personnel the expiry date of fire extinguishers are checked periodically and bring them to the notice of the hospital medical superintendent well in advance so that suitable corrective measures could be put in place. 15. Detect any evidence of fire and report the same immediately. Be familiar with the Fire Emergency Plan / Fire Exit Plan available with the Medical Officers of the respective hospitals and be able to quickly locate and operate the firefighting equipment and fire alarm system and help in the evacuation of the hospital in case of emergency. 16. Ensure that the Security should have the capability and physically strong to provide support / rescue services in the Hospital during any problems / attack by public / anti-social individuals or critical / crisis situations and natural disasters Roles and Responsibility of Electrical &Plumbing Services Staff: 1. Experienced persons to handle electrical fitting and repairs in the building, Water treatment Plant and general plumbing works. Operating Motors for water, Generators etc at fixed time as per instruction of the Hospital Superintendent / Residential Medical Officer or Nursing Superintendent. 2. Maintenance and repairs of fans, tube lights, all water pipes etc as per 68

69 the instruction of the Hospital Superintendent /Residential Medical Officer or Nursing Superintendent. 3. Any repairs relating to electrical fittings have to be carried out by the contracted agency. The Purchase of any electrical parts (for repaired items) or replacement of new items like tube lights, bulbs etc have to be borne by the Hospital. 4. Ensure that all kinds of day to day electrical and plumbing works are attended without any undue delay for correct maintenance to avoid interruption of health care services in hospital Roles and Responsibility of Laundering Staff: 1. Collecting or receiving soiled and infected linen from all wards by following the protocol. 2. Washing linen after completing stain removal procedure either manually or using machine available at Hospital. 3. Cleaning process for solid linen can be doneby using laundry equipment in the space available for laundry service. This includes sorting, sluicing and disinfecting, washing, extracting, drying, conditioning ironing, pressing and folding. The agency will provide the wash powder / solutions for washing purpose. 4. Distributing clean / sterile linen to the respective user departments. 5. Maintenance and control of active and back-up inventions and processed linen. 6. Maintaining recall registers, if the linen is not properly washed. 7. Ensure that the workers allotted for laundry service are discharging duties as directed by the Hospital Supt. or RMO or NS Roles and Responsibility of Cooking and Catering Assistance Staff 1. Ensure that the cooking is done as per the directions of the Hospital Superintendent or Nursing Superintendent. All necessary cooking assistance should be provided by the worker. 2. Ensure that the food from the kitchen is served properly by a different set of trained staff (with clearly identifiable uniform) in hygienic manner using properly closed stainless steel plates and milk in stainless steel tumblers for the patients. The hospital will provide Nursing Superintendent (who is trained in diet system) for supervision 69

70 of quality of food being prepared in the kitchen. 3. Ensure that kitchen worker should use right protective gears. The workers put up for sanitation / housekeeping should not to be utilized for serving of food Roles and Responsibility of Gardening Staff 1. Maintain the premises of the Hospital; carry out regular deweeding, cutting of shrubs, pruning of plants, watering the garden, etc., 2. Ensure that innovative and decorative tasks like planning / designing the available unwanted vacant space for planting trees, plants, kitchen garden, flower arrangements and pot decoration etc. are undertaken for maintenance of garden. 3. Continuous maintenance of Garden including children play area in the hospital. 4. Arranging and decorating rooms for meetings / trainings apart from garden work at hospital level. 5. Providing assistance in the Functional arrangements in respective hospital Roles and Responsibility of Carpentry Service Staff: 1. Providing carpentry service to the Hospital as and when requested by thehospital Superintendent / CMO. 2. Ensure that the specified work is attended immediately after call registered by the Nursing Superintendent and Supervisor TRAINING: A. Staff training and development is a core activity in the sanitation service and a structured approach to training should be developed and controlled by State level Manager, with direct inputs from Hospital Authority, Nursing Superintendent and other relevant healthcare professionals, as required. Institutions should ensure that training is readily accessible to all staff involved in the provision of the service, and that training levels and technical competency are standardized throughout shift patterns. As a minimum, training must be given in the performance of cleaning tasks, the use of cleaning equipment, control of infection, manual handling, fire, health and safety and site orientation. Where there is a change in cleaning products, materials or equipment, retraining of staff will need to be brought forward 70

71 and completed before the new products are deployed for the first time. All aspects of environmental cleaning must be supervised and performed by knowledgeable, trained staff. Regular education and support must be provided by health care organizations and contract agencies to help staff consistently implement appropriate practices. Education should be provided at the initiation of employment as part of the orientation process and as ongoing continuing education B. Contractor must provide a training program that includes: A written curriculum. A mechanism for assessing proficiency. Documentation of training and proficiency verification. Orientation and continuing education. C. Education provided should include: Handling of mops, cloths, cleaning equipment cleaning and disinfection of blood and body fluids. Handling and application of cleaning agents and disinfectants Handling of biomedical waste. Techniques for cleaning and disinfection of surfaces and items in the health care environment. D. Duration and Frequency of Training for Housekeeping staff as per risk Categorization of patient care areas:- Functional Risk Induction Training Refresher Training/ on the category job training frequency High risk area 24 hours of intensive training on Training of four hours every general cleaning and infection month. control followed by 7 days of supervised duties. Moderate risk 16 hours of training on general Once in every months for 2 area cleaning and infection control hours. followed by 5 days of supervised duties. Low risk area 8 hours of training on cleaning Every six months for 2 hours. practices followed by three days of supervised duties. 71

72 E. Induction Training Topics for Housekeeping staff : 1. Orientation; 2. Organization; 3. Job Description duties & responsibility; 4. Grooming; 5. Uniform and protective gear; 6. Leave Procedures; 7. Cleaning chemical Use & dilution rate; 8. Handling equipment with demonstration; 9. Step by step cleaning procedures for different areas and surfaces (for example); Cleaning of furniture; Light fixtures; Maintaining upholstery; Floor care; Glass cleaning; Metal polishing; Tiles cleaning; Elevator cleaning; Stair case cleaning; Corridor cleaning; Dusting; Mopping; Stain removal; Any other areas or surface; 10. Reporting repair and maintenance; 11. Safety & security; 12. Garbage removal; 13. Fire safety; 14. Penalties for misconduct/ not working. F. Induction Training Topics for Hospital Supervisor 1. Orientation; 2. Organization; 3. Job Description duties & responsibility; 4. Grooming; 5. Uniform and protective gear; 6. Leave Procedures; 7. Cleaning Chemicals; 8. Equipment handling; 9. Inspection and filling up checklist; 10. Reporting repair and maintenance; 11. Step by step cleaning procedures; 12. Safety and security; 72

73 13. Fire training; 14. Documentation of records (work done, attendance, leave etc.) and knowledge of computers; 15. Garbage removal; 16. Penalties for misconduct/ not working. Training programmes should be evaluated regularly to ensure that they meet the needs of the service and that staff are able to readily assimilate the information provided to them. On-going training should take cognizance of the outcomes of monitoring reports, skills audits or competency reviews by appropriate responsible persons or managers SUPPLY CHAIN MANAGEMENT: The agency is expected to procure all the necessary equipment & consumables for the housekeeping, sanitation and security services. Safety devices for the facilities should also be procured and placed in the hospitals DATA MANAGEMENT: A. The agency needs to manage the data obtained from the hospitals on a real time basis utilizing special software. The agency needs to provide exclusive facilities (computers with broadband internet connection) for the same at all hospitals. B. Specific Systems need to be developed for collection of data covering the information like i. Stock inventory for consumables and equipments; ii. Staff profile with address; iii. Staff attendance in shift basis, iv. Nature / quality of work carried out every day, v. Monitoring services, records of addressing logged grievances; vi. Survey / performance / service reports on a daily basis. C. Data entry needs to be done and sent from the hospital to the web server, which could be accessed at zonal level & state head office. Use of innovative data capturing technologies (eg: SODA software) is encouraged. D. Data analysis needs to be done by the head office for each centre and shared with the respective heads of the department in the hospitals. E. Reports to be submitted by the vendor i. A daily report of staff on duty in all the shifts. ii. A daily report of the status of the equipment and its utilization. iii. A daily report of the chemicals and the consumables used. iv. A daily report of the general sanitation from the Officer of in charge/nursing Superintendent or any other officer deputed for the purpose of program. 73

74 v. A centralized complaint reporting and redressal mechanism to be manned by the bidder. The redressal has to be certified by the complainant. vi. Any other reporting mechanism as desired by the Hospital MONITORING & EVALUATION: The agency needs to undertake quality monitoring of the entire activities, which should aim at continuous quality improvement. A. INTERNAL MONITORING: i. Daily supervision: The agency is required to undertake daily supervisory visits, based on a check list. ii. Weekly review meeting: Weekly performance review meeting need to be conducted by the agency. The report of the same should be sent to the hospital authorities for reference. iii. Monthly review meetings: Monthly review meetings need to be conducted in coordination with the hospital authorities. Monthly technical & financial reports need to be sent to the respective Hospital by the 5 th of the ensuing month as per the form prescribed by DMRHS. iv. The details of internal monitoring activities and the weighted averages are given below: 74

75 % weightage [CATEGORY NAME], [PERCENTAGE] [CATEGORY NAME] [PERCENTAGE] [CATEGORY NAME], [VALUE], [PERCE NTAGE] [CATEGORY NAME] [PERCENTAGE] [CATEGORY NAME] [PERCENTAGE] [CATEGORY NAME] [PERCENTAGE] [CATEGORY NAME] [PERCENTAGE] [CATEGORY NAME], [PERCENTAGE] v. Set of indicators would be developed for each of the areas. The monitoring of the entire activities would be undertaken based on these set of indicators. Accepted level of compliance in each of the broad areas is given below Non compliant <85% Partially compliant 85 95% Fully compliant >96 % vi. Detailed scoring sheets for each component would be finalized in consultation with DM&RHS. The agency is required to follow the guidelines prescribed by MOHFW, Govt. of India. 75