Visa

The Service Provider shall be responsible for ensuring that wherever an application is made the Service Provider can undertake all of the following functions for the High Commission/Consulates:

i) Distribute Visa Application Forms. The Service Provider will arrange to print Visa Application Forms at his own cost in the format prescribed by the High Commission/Consulates from time to time.

ii) Assist applicants in completion of forms and provide factual information on the various categories of visa available and the application process.

iii) Accept visa applications, including those received by post, together with passport, visa fee, Service Provider's service fee (equal to the Contract Price) and supporting documents from applicants and agents approved by the High Commission/Consulates. Accept additional documents requested by the High Commission/Consulates from existing applicants. Fee will be accepted in all manners of payment generally used in the United Kingdom, including credit cards and debit cards. However, any bank/agency charges levied on such transactions will be borne by the applicants.

iv) Accept such fees and pay the fees due to the High Commission/Consulates i.e. fees excluding the Service provider's service fee, in High Commission/Consulates' bank account on the day of receipt. Clear and transparent audit trails of fees taken will be supplied at the time the relevant applications are submitted, in a format to be agreed between the High Commission/Consulates and Service Provider. Provide reconciliation of fees remitted daily and at any other intervals decided by the High Commission/Consulates from time to time. The Service provider shall provide a Bank Guarantee for the government funds held by it temporarily.

v) Provide a bar-coded receipt to each applicant showing the service fee paid to the Service provider, the visa fee or any other fee, the category of visa applied for and the date of payment. A copy of the bar coded receipt is to be enclosed with the application.

vi)Electronic data entry of visa applications in a format prescribed by the High Commission/Consulates and transfer this data physically to the High Commission and the Consulates twice each working day (the timings and manner of which will be determined by the High Commission/Consulates).

vii) On receipt of applications, scrutinize the various documents and forms to ensure they are properly completed and ensure that each visa application form has clear audit information on it to allow easy identification of the fee paid, type of visa required and date of payment. Application documents along with passports to be forwarded to the Indian High Commission in London / Consulate General of India, Birmingham / Consulate General of India, Edinburgh, as the case may be, securely and in a timely manner twice each working day (the timings and manner of which will be determined by the High Commission/Consulates).

viii) Collect from the High Commission and both Consulates processed applications and passports, twice each working day.

ix) Return passports and visas to successful applicants in a timely and orderly fashion and provide those, who are required to go to the High Commission or the Consulates for interview, with the date & time of interview in consultation with the High Commission/Consulates.

x) Delivery of applications and collection of passports will be done twice each working day (the timings and number of which will be determined by the High Commission/Consulates). Handing / Taking over of applications and passports will take place at the premises of the High Commission and the two Consulates.

xi) Publish and distribute an official leaflet explaining clearly how to apply for an Indian visa, complete with relevant guidance.

xii) Maintain proper records of every application received, cross-referenced to individual fees taken on databases and systems, and in accordance with practices to be prescribed by the High Commission/ Consulates.

xiii)Maintain proper accounts of all the visa and passport fees received by individual subhead.

xiv) Have in place an efficient system for scheduling appointments for applicants requiring an interview.

xv) Have an efficient system for returning passports (with associated documents) in a timely and orderly fashion to the applicants.

xvi)Have in place a reliable quality control system that maintains continuous surveillance on service standards.

xvii) Put in place a viable and effective security and vigilance system.

xviii) Operate an e-mail, tele-enquiry facility and electronic display in order that applicants can track the progress of their applications.

xix) Put in place a system where telephone enquiries are to be answered promptly and email and postal letters are to be replied to within 2 working days of receipt.

xx) Issue news releases as and when required by the High Commission/Consulates.

xxi) Carry out any other related activities as instructed by the High Commission/Consulates.

xxii) Have in place an adequate contingency plan, prior to operation of the agreement, to maintain an acceptable level of service if the operation of any/all Visa Application Centers is interrupted for any reason.

Passport

The agency selected for the work will be responsible for the following areas of work:

i. Distribution of blank Indian Passport application forms and relevant guidelines (to be printed by the service provider)

ii. Collection and preliminary scrutiny of Indian passport applications along with all supporting documents and the prescribed fee;

iii. Depositing of applications along with passports with HCI London/Consulates by quick and secure means and depositing the fee collected daily in a designated bank account of the High Commission of India/its Consulates;

iv. Capturing of the application data in an electronic format and transferring the same to the High Commission/Consulates in a secure manner;

v. Collection of passports and supporting documents from High Commission /Consulates and handing over/dispatch of the same to the applicants by secure and fast means;

vi. Ensuring confidentiality and security of all documents;

vii. Maintenance of a Help Desk/Information Desk to answer enquiries by visitors, handling of telephone queries, information service to handle queries by email, post, facsimile or text message; provision of assistance to applicants in the filling up of various forms etc. (such assistance would be required to be provided in various Indian languages over and above English).

viii. Ensuring that the above services are rendered to applicants in a speedy manner, in comfortable conditions and within the stipulated time frame; and

ix. Scheduling of personal interviews of applicants with concerned Officers at the High Commission/ Consulates wherever necessary.

OCI/PIO

Following work in OCI/PIO Section is proposed to be outsourced:

1. Keeping the applicants well informed about eligibility and requirements with instructions on how to apply for OCI/PIO.

2. Collection of applications and supporting documents, which are presently being received at the Counter and by Post.

3. Capturing of the application data in an electronic format and transferring the same to the High Commission / Consulates in a secure manner.

4. Collection of Fee and depositing it in the High Commission/Consulates' Account.

5. Preparation of folders and uploading of photographs and signatures on the OCI Website.