Service Level Agreement

Service Level Agreement

Service Level Agreement (SLA)
S.No.	Parameter	Service Level
1.	Procedure for issue of Receipts	The OSP agrees to collect the fee as per Chapter VII: Scope of Work and issue a single Receipt of the total amount received from the applicant for each CPV Service, including the Optional Service availed in that regard. The Receipt numbers shall be continuous and there shall be no unexplained missing Receipt numbers.
2.	Loss/Damage of Passports/ documents	The OSP agrees to be responsible for the loss/damage of passports/ documents in his/ her custody and during transmission between ICAC and Mission/ Applicant.
3.	Delay in returning passport/documents to applicants by OSP after having been received from the Mission	The OSP agrees to be responsible for returning the passports/ documents received from the Mission to the applicants on the same/ next working day.
4.	Provision of Optional Services	The OSP shall be responsible for ensuring that Optional Services are not forced on the applicants through coercion or misleading information. OSP also understands that offering any unsolicited and unapproved Optional Service or overcharging for any service in the approved list is not permissible. The OSP shall be responsible for providing Optional Services in respect of each Mission as mentioned in the RFP.
5.	Overall Turnaround time at the ICAC	The OSP agrees to ensure that the overall processing time for a CPV Service at the ICAC shall not exceed 30 minutes from the time of entry into ICAC (token generation) to the time of generation of submission receipt for the applicant. Clear audit trails of these times shall be made available to the Mission/Post(s) concerned on a daily basis.
6.	Waiting time at the call centre for telephonic queries	The OSP agrees to ensure that the telephonic queries shall be responded to from 9 A.M. to 7P.M. on all working days with updated information on a real- time basis. Waiting time shall not exceed 3 minutes. A daily log indicating the waiting time and the handling time for each call shall be provided to the Mission/Post(s) concerned on a daily basis.
7.	Email queries	The OSP agrees to ensure that all email queries shall be answered within 24 hours, except in the case of queries that require consultation with the Mission, where they shall be answered in 48 hours. OSP agrees to provide a weekly log of details of emails received and answered.
8.	Provision of Courteous Services to the Applicants	The OSP agrees to extend courteous services to the applicants and will not allow any acts of omission/commission which will bring displeasure or unpleasantness to the applicants or bring disrepute to the Mission or Government of India.
9.	Five stage Website Tracking Mechanism for passport services. The tracking stages could be fewer than five stages for visa services as per requirement.	The OSP agrees to ensure that the status of processing and movement of documents shall have the following checkpoints, to be updated on a real time basis: a) Acceptance of application form in the ICAC b) Dispatch of application form with documents to the Mission c) Processing in the Mission d) Receipt of documents from the Mission e) Dispatch of documents to the applicant giving details for tracking
10.	Return of Documents without giving the reasons for writing	There should be no case of returning/non-acceptance of the document without giving the reasons in writing.
11.	Online appointment system with live tracking	The OSP agrees to provide online appointment system with live tracking.
12.	Smart Queue management system linked with appointment system	The OSP agrees to provide Smart Queue management (SQM) system linked with appointment system.
13.	WhatsApp bot	The OSP agrees to provide WhatsApp bot.
14.	4 SMS updates for Mission/courier applications.	The Service Provider should mandatorily provide 4 SMS updates for Mission/courier applications (i) receipt of application in the ICAC (ii) dispatch of documents to the Mission (iii) receipt of documents in the ICAC from the Mission (iv) dispatch of documents by courier/post In regard to applications received in person in the ICAC, only ii, iii and iv may be required. All these information should also be uploaded to the website tracking system on a real-time basis.
15.	Phone calls rate after the free prescribed time limit (five minutes).	Service Provider can charge normal call charges after the prescribed free time limit (five minutes). Special / higher call charges are not permitted.
16.	For those applications where no-responses have been received within 21 days from the date of intimation to the Applicant or applications which remain incomplete after 21 days.	The applications shall be duly returned to the applicant along with refund of the Go fees after deducting bank/agency charges, if any, within one month. The charges for returning the applications, if not collected in person, should be borne by the Applicant. The service fee and charges for any optional service rendered can be retained by OSP in full and non-refundable.
17.	Any other violation which is not mentioned above, including violation of charges for optional services (OSs) not listed in the approved list.	Charging for Optional Services (OSs) not listed in the approved list of OSs and any other violation not mentioned in the SLA.