Chennai Metro Rail Limited (CMRL) has invited digitally signed open e-tender through e-procurement portal for Tender for providing station management services which includes mechanized housekeeping (Part A) and ticket vending, customer care, platform, crowd control and parking management services (Part B) at 21 metro stations of CMRL.
- Tender Reference Number: CMRL-OPN 04-SMS 05-2023
- Name of Work: Tender for providing station management services which includes mechanized housekeeping (Part A) and ticket vending, customer care, platform, crowd control and parking management services (Part B) at 21 metro stations of CMRL.
- EMD: INR 1.29 Crore
- Duration of Contract: 48 Months
- Document Download / Sale Start Date: 14th January, 2023
- Document Download / Sale End Date: 15th February, 2023
- Pre- Bid Meeting: 25th January, 2023
- Bid Submission Start Date: 08th February, 2023
- Bid Submission End Date: 15th February, 2023
- Bid Opening Date: 16th February, 2023
These 21 metro stations are mentioned below:
Guindy Metro, Little Mount Metro, Saidapet Metro, Nandanam Metro, Teynampet Metro, AG-DMS Metro, Thousand Light Metro, LIC Metro, Government Estate Metro, High Court Metro, Mannadi Metro, Washermenpet Metro, Sir Theyagaraya College Metro, Tondairpet Metro, New Washermenper Metro, Tollgate Metro, Kaladipet Metro, Thiruvotriyur Theradi Metro, Thiruvotriyur Metro, Wimco Nagar Metro and Wimco Nagar Depot Metro.
Scope of Work:
Housekeeping Service (Part-A):
- The Contractor shall provide the Cleaning & Mechanized Housekeeping Services at 21 Metro Stations in the manner prescribed in this document.
- The Contract period shall be for four (4) years. However, CMRL shall have the right to extend the contract period for a maximum of one year, subject to CMRL’s discretion and based on review various criteria including but not limited to performance of the Contractor in the initial contract period.
- CMRL shall notify its decision for extension / non-extension of contract period 3 months prior to expiry of the initial contract period.
- CMRL shall have the right to have any person removed who is considered to be undesirable or otherwise and similarly the Contractor reserves the right to remove the personnel with prior permission of CMRL.
- The Contractor shall perform the Housekeeping Services at 21 CMRL Metro Stations as per scope of work mentioned in this Tender.
- The Contractor shall perform housekeeping services as per the prescribed procedure approved by CMRL from time to time.
- The Contractor’s maintenance personnel shall independently be capable of executing and supervising the cleaning & housekeeping services.
- CMRL shall recommend the Contractor to increase manpower for improving the quality of housekeeping services, which the Contractor shall be liable to comply with. If the Contractor is not in a position to perform housekeeping services to the satisfaction of CMRL even after deploying the additional manpower, the contract is liable to be terminated after giving three months prior notice, in which case the Contractor’s performance bank guarantee will be forfeited.
- CMRL is preparing for ISO 9001 & 14001 certification to all its O&M services. The Contractor shall follow the best industrial practice in order to achieve the certification. Any instructions in this regard by CMRL shall be duly followed & strictly complied with by the Contractor and its personnel.
- The Contractor shall ensure that his/its personnel are always well-behaved and they do not involve in eve teasing and do not cause sexual harassment of women anywhere. They shall be punishable under various provisions of The Sexual Harassment of Women at Work place (Prevention, Prohibition and Redressal) Act, 2013 (14 of 2013) and applicable provisions of the Indian Penal Code, 1860.
- The Contractor shall execute mechanized housekeeping works with the suitable uniformed and trained personnel with the use of modern equipment, machinery and eco-friendly chemicals in the following passenger access areas in the 21 Metro Stations:
- Cleaning of Floor areas
- Vertical finishes
- Roof arches
- Roof ceilings
- Glass areas
- Doors
- Windows
- Rolling shutters
- Railings
- False ceilings
- False floorings
- Walls
- Handrails
- Mirrors
- Of the following areas:
- Concourse Level
- Platform Level
- Street Level
- Passages and Sky walk (Wherever available)
- Circulating area
- Staircases
- Escalator
- Lift
- Bathrooms and Toilets
Description of Work Involved in Ticket Vending, Customer Care, Platform, Crowd Control & Parking Management Services:
- The work involves providing the services of Ticket Vending Operators, Customer Care, Platform and Parking Management Operators, who will be responsible for manning the Parking areas, Ticket Vending Machines (TOM/TVM/EFO) i.e. issue of Ticket, Tokens, Paper QR, Smart Cards, NCMC (National Common Mobility Card), Topping up the Cards, issue of Bus/Metro Common Tickets if any, Collection of Cash, Remittance of Cash to Station Controller or to representatives of the nominated bank as the case may be, submission of shift-wise returns of the money transactions made during shift, maintaining proper accounts, collection of penalties, Customer care services, Passenger Information services, Crowd Management services etc.
- In addition to the above, Contractor shall provide operators (with driving license) for running the Buggy service in the Metro stations earmarked by CMRL. The qualification, experience and the salary to be provided by the Contractors for Buggy operators are at bar with the above operators.
- The Contractor shall normally provide Station Management Services like Ticket Vending, Customer Care, Platform, Crowd & Parking Management Services at 21 Metro Stations in the manner prescribed in this document and also as per the prescribed procedure approved by CMRL from time to time.
The functions of Ticket Vending, Customer Care, Platform, Crowd Control & Parking Management Services shall be as follows:
- Receive Contactless Smart Cards, Contactless Smart Tokens, Floating cash and other required items/particulars from Station Controller or nominated staff of CMRL at the beginning of the shift.
- Login the revenue recording App and record the details of ticket media & FC received.
- Processing ticketing transactions in respective devices as per CMRL Business rule and ticketing procedure.
- Shift end / settlement report to be generated at end of each shift.
- Settle the earnings to Station controller / Station In-Charge with supporting receipts / reports and hand over the balance ticket media to Station controller / Station In-Charge.
- Record the settlement details in Revenue recording app provided with access to ticketing operators.
- Ticketing counters should not leave unmanned during passenger services.
- They shall sell Tokens, Travel Cards / Add-value and its activation and Paper Tickets under the instructions of the Station Controller and realize the correct fare from the passenger.
- The Ticket Vending / Customer Care /Parking Management Operator shall obtain floating cash from the Station Controller / Station In-Charge and maintain it in small denominations. Proper balance amount shall be paid back to passengers, if they pay a higher amount.
- Hand over the merchant copy of Charge Slip with detailed Settlement Report of cashless transactions, handover cash, and unsold ticket media, defective ticket media etc. to Station Controller along with Shift Abstract Form (SAF) to Station Controller as per the End of Shift Report.
- Serial number of currencies of higher denominations tendered by passengers shall be recorded.
- The staff shall exercise adequate care while handling currency tendered by passengers and should not accept any fake or counterfeit currency.
- Manning Customer care centers, recording suggestions/complaints of passengers and assisting passengers who need special assistance.
- Impose and realize penalties from violators as per procedure.
- Dissemination of information to passengers for smooth, seamless and hassle-free travel for passengers in Chennai Metro rail
- Any other duty assigned by Station Controller / Station In-Charge / CMRL.
- Ticket Vending/Customer Care Operators will also be involved in assisting the passengers sale of tickets, recharge of smart cards through Ticket Vending Machine (TVM).
- While accepting cash receipts, ticketing operators should be more vigilant on counterfeit / fake notes. Doubtful notes by manual check shall also be verified with intelligent cash counting and fake detection machines provided at Stations.
- The Ticket Vending / Customer Care / Parking Management Operators need to handle money both in terms of cash and bank cards.
- At the beginning and end of their duty in each shift, they should ensure opening/closing balances of cash, cards, tokens etc. in the CMRL system and check correctness of physical balances, being handed over / taken over. Any breach by the Ticket Vending / Customer Care / Parking Management Operators in this regard and loss, if any, shall be borne by the Contractor. Penalties will be enforced on defaulters.
- The Ticket Office Machine / Customer care counter / Parking Space shall not be left unmanned at any point during revenue operation hours. No Staff shall leave the duty until properly relieved by a competent reliever.
- The staff shall declare the personal cash carried by them while taking up duty to the Station Controller / Station In-charge.
- The staff shall always maintain high decorum to keep up the standards of CMRL. Their level of integrity shall be beyond suspicion.
Operator at Customer care / Excess fare office handles the following:
- Ticketing Operations Guide Passengers for Automatic Gate Entry & Exit and assist in case of any issues in entry / exit.
- Excess fare / penalty collections as per rule.
- Customer queries / complaints/ suggestions
- Maintain records / Register like Swing barrier gate usage register, Free exit token register, access control Card usages etc.
- Maintain the stationeries for Customer complaint registration forms, Application forms for reporting Lost travel card, Application for Personalized card etc.
- Any other works assigned by CMRL from time to time.
- The staff deployed at station shall be recorded through bio-metric attendance system. Which shall be integrated to the mobile app mentioned in clause 18 of Scope of work (Part A).
- The Contractor’s personnel shall independently be capable of executing the services.
- CMRL is preparing for ISO 9001 & 14001 certification to all its O&M services. The Contractor shall follow the best industrial practice in order to achieve the certification. Any instructions in this regard by CMRL shall be followed.
Deployment of Ticket Vending, Customer Care, Platform, Crowd Control & Parking Management Services for 21 Stations:
- The Total Projected requirement is 474 Nos per day for 21 stations approximately. However, Manpower deployment will be approved by CMRL during the course of the Contract based on time to time based requirement.
- The Contractor shall provide additional manpower to cater to additional and extra rush during festivals and such occasions. Payment for deployment of additional manpower shall be made proportionate to the rates accepted.
- Bidder is required to duly follow & comply with the regulations of working hours of Women Employees as per the G.O. of Govt of Tamil Nadu.
- CMRL reserves the right to increase or decrease the quantity as per its operational requirement as per the variation clause 46.3 of ITT with prior intimation.
- The Contractor shall prepare detailed date-wise, shift-wise, location-wise, and name- wise list/roster of personnel who are deputed to perform each function as stated above.
- The above services must be operational and manned at all times as per CMRL requirements.
- Bidders will have to adhere and comply with prevailing all statutory Laws & Regulations.
- Bidders will have to ensure proper Rest Givers / Leave Relievers duly complying with prevailing Labour Laws & Regulations.
- Rest Givers and Leave Relievers will be borne by the Contractor.
- CMRL shall have the right to have any person removed who is considered to be undesirable or otherwise and similarly the Contractor reserves the right to remove the personnel with prior permission of CMRL.
Work Experience:
- The Tenderer shall predominantly be in the business related to operations and maintenance services of Metro rail system, either in India or Abroad or both.
- Work experience of having satisfactorily completed Similar Works during last 5 year starting from FY 2017-2018 in India or Abroad or both ending last day of previous months to which the Tender is published, shall be as follows:
- Three similar completed services each costing not less than the amount equal to Rs.25.7 Crore, or
- Two similar completed services each costing not less than the amount equal to Rs.32.12 Crore, or
- One similar completed work costing not less than the amount equal to Rs.51.39 Crore
Similar Work means:
- Providing mechanized Cleaning & Housekeeping works or Supply of trained and uniformed man power for the above contracts completed and under implementation as Contractor, a minimum experience in the following key activities successfully in a single contract preferably in a Metro rail station set up / Airport setup / IT Parks set up / Central Govt or State Govt or PSU or in any registered companies in India using specified machinery, chemicals & manpower. (The work analogous in nature and complexity with respect to works defined in Tender Document shall only be construed as similar work).
The complete documents can be downloaded from http://eprocure.gov.in/eprocure/app
Source: CMRL- Tender | Image Credit (representational): CMRL
