Point 1
Strategy for Execution of Contract
(Objectives, phased execution plan & core pillars)
1.1 Objective & scope overview
- Primary goal: To establish and maintain a clean, infection-free, safe and patient-friendly environment across all Civil Hospitals, CHCs, PHCs and Sub-Health Centres under District Betul round the clock.
- Core focus: Minimising Healthcare-Associated Infections (HAIs), ensuring 100% compliant Bio-Medical Waste (BMW) management, and seamlessly executing all administrative and support functions.
1.2 Phased execution plan (4-stage strategy)
Upon award of the contract, execution will be deployed across 4 structured operational phases:
Day 1 – Day 3Phase 1: Mobilisation & site assessment- Joint site survey: Conduct comprehensive joint site inspections across all deployment locations alongside CMHO Betul / designated Nodal Officers.
- Infrastructure setup: Establish a 24x7 Centralised Control Room and Inventory Store Room within the hospital premises.
- Resource deployment: Mobilise required machinery (scrubbing machines, high-pressure jets, vacuum cleaners) and certified cleaning consumables to sites.
Day 4 – Day 6Phase 2: Onboarding & specialised training- Verification & health clearance: Complete mandatory police verification, medical check-ups and Hepatitis-B (HBV) vaccinations for all staff members.
- SOP & safety training: Deliver rigorous training on Infection Control, Bio-Medical Waste Rules (1998/2000), Chemical Handling, Patient Assistance and Professional Conduct.
- Uniform & PPE distribution: Issue Navy Blue uniforms, identity cards and Personal Protective Equipment (PPE) including gumboots, heavy-duty gloves and masks.
Day 7 – Day 10Phase 3: Operational go-live & transition- Biometric integration: Activate real-time biometric attendance systems across facilities.
- Shift system execution: Deploy personnel across 3 regular shifts (24x7) to ensure uninterrupted service delivery.
- Seamless handover: Transition operations smoothly from the incumbent setup without disrupting routine hospital activities.
Day 11 onwardsPhase 4: Operations & quality assurance- Routine & deep cleaning: Execute 3-times daily routine cleaning schedules alongside weekly deep cleaning programmes.
- Quality audits: Implement daily door-mounted toilet checklists, random quality audits and a strict 1-hour Complaint Resolution Protocol.
1.3 Core operational pillars
| Operational pillar | Execution strategy |
|---|
| 1. Zero-Disruption Policy | Carrying out all housekeeping, security and support activities without interfering with patient care or emergency medical procedures. |
| 2. Infection & Spill Control | Utilising hospital-grade disinfectants (Virux/Bacillocid) for OTs/ICUs and deploying 1% Sodium Hypochlorite spill kits for fluid management. |
| 3. 10% Standby Buffer Pool | Maintaining an active 10% reserve workforce to cover absenteeism and unexpected operational spikes seamlessly. |
| 4. Strict Statutory Compliance | Disbursing salaries directly to bank accounts before the 5th of every month and maintaining 100% compliance with EPF, ESIC and Minimum Wages regulations. |
Point 2
Organisational Structure & Escalation Matrix
(Corporate governance, field hierarchy & grievance redressal)
2.1 Corporate & field organisational hierarchy
To ensure smooth operations across all CHCs, PHCs, Sub-Health Centres and Civil Hospitals in District Betul, a 4-tier management structure will be established:
Level 4Corporate ManagementOperations Head & Managing Director | Head of Statutory Compliance & Quality Assurance
Level 3District Management – Betul HQDistrict Operations Manager (Betul Headquarters) | District HR, Payroll & Compliance Officer
Level 2Facility Level SupervisionSite Supervisors / Shift In-Charges (24x7 Control Room) | Store Keeper / Inventory Manager
Level 1Ground Field StaffHousekeeping Workers & Support Staff | Security Personnel & DEOs | Multi-Skilled Workers & PSA Plant Technician
2.2 Roles & key responsibilities
- Level 4 – Corporate Operations Head: Overall contract governance, strategic planning, resource mobilisation and direct communication with CMHO Betul.
- Level 3 – District Operations Manager: Day-to-day contract execution across District Betul, managing local logistics, buffer workforce and client liaison.
- Level 2 – Site Supervisors (Shift In-Charges): 24x7 control room monitoring, maintaining daily duty rosters, checking liveries, issuing store consumables and tracking biometric attendance.
- Level 1 – Ground Field Staff: Executing shift duties in assigned hospital areas (OT, ICU, Wards, OPD), adhering to SOPs, BMW management and patient care assistance.
2.3 Escalation matrix for resolution of operational & quality issues
A strict multi-tiered escalation process ensures that issues reported by Hospital Sisters-in-Charge, Nodal Officers or CMHO authorities are resolved within specified timeframes:
| Level | Escalate to | Resolution time | Scope |
|---|
| Escalation Level 1 | Site Supervisor / Control Room In-Charge | Within 1 hour | Routine cleaning complaints, immediate spill clean-ups, supply shortages. |
| Escalation Level 2 | District Operations Manager (Betul HQ) | Within 4 hours | Staff replacement, machine breakdown, inter-facility manpower re-allocation. |
| Escalation Level 3 | Head of Operations & Statutory Director | Within 24 hours | Policy matters, severe breach of contract, major administrative disputes. |
2.4 Control room & store room setup
- 24x7 Central Control Room: Situated within the designated hospital premises in Betul, equipped with time-keeping machines, computerised daily duty rosters and mobile-enabled supervisors.
- Centralised Store Room: Dedicated inventory facility managed by a computerised storekeeper to store all machinery, uniforms, safety gear and cleaning consumables safely on-site.
Point 3
Availability of Resources & Infrastructure
(Machinery deployment, consumables & infrastructure setup)
3.1 On-site infrastructure setup
- 24x7 District Control Room: Dedicated space within the hospital campus equipped with computer systems, biometric devices, daily shift rosters and primary emergency contact boards.
- Centralised Store & Inventory Facility: Lockable, well-ventilated storage room to maintain a minimum 30-day stock buffer of cleaning chemicals, consumables and personal protective equipment (PPE).
- Maintenance & Repair Cell: Tie-up with local equipment service vendors in District Betul to ensure immediate repair or replacement of machinery within 4 hours of breakdown.
3.2 Key machinery & equipment deployment plan
Dedicated specialised machinery will be deployed to meet the tender specifications and ensure hospital-grade sanitation:
01 unitSingle Disk Scrubbing MachineFor deep scrubbing and floor polishing of wide corridors, OPD lobbies and wards.
01 unitWet & Dry Auto-Scrubber RE-43Heavy-duty wet vacuuming and automated scrubbing for high-traffic public areas.
01 unitIndustrial Vacuum CleanerHigh-suction cleaning for dry dust, mattress cleaning and localised dirt removal.
01 unitHigh-Pressure Jet MachineHigh-impact pressure cleaning for exterior pathways, drainage points, waste collection yards and heavy-soil zones.
Mechanised rod, 100 ftChoking Clearance KitEmergency unblocking tools for hospital drainage and pipeline maintenance.
10 units eachWringer Trolleys & Caddy BasketsColour-coded dual-bucket wringer trolleys to prevent cross-contamination during mop washing across wards.
3.3 Consumables & eco-friendly cleaning chemicals
All cleaning chemicals used across Betul facilities will be non-toxic, eco-friendly and approved for hospital environments:
- Hospital-grade disinfectants: Virux, Bacillocid Special and 1% Sodium Hypochlorite for blood/body fluid spills and high-risk zone sterilisation.
- Surface & glass cleaners: Eco-certified neutral cleaners, glass cleaning kits, squeegees, microfiber cloths and telescopic poles.
- Odour control & hygiene consumables: Urinal screens, eco-friendly deodorisers, liquid hand wash and air fresheners for public facilities.
3.4 Personal Protective Equipment (PPE) & safety tools
Complete safety gear will be provided to ensure full compliance with occupational health guidelines:
- Safety liveries: Uniform Navy Blue aprons/outfits with printed company identification logos and name tags.
- Protective gear: Heavy-duty rubber gloves, non-slip gumboots, nose masks, face shields and protective goggles for BMW handling staff.
Point 4
Manpower Deployment Plan
(Deployment strategy, recruitment & selection, qualification criteria & shift schedules)
4.1 Transparent & mass recruitment strategy
To ensure the deployment of highly capable, local and unbiased candidates across District Betul, a transparent 2-stage recruitment drive will be executed:
Mass outreach & advertisements
- Newspaper classifieds: Official job vacancy notices will be published in leading daily newspapers across Madhya Pradesh and local Betul editions.
- Banners & posters: Strategic display of vacancy banners and posters at public locations, employment exchanges and prominent notice boards across District Betul to attract maximum local applicants.
Rigorous 3-round selection & verification process
- Round 1 – Document verification & screening: Initial screening of academic qualifications, age proof, identity documents (Aadhaar/PAN) and background checks by the HR team.
- Round 2 – Technical & practical skill assessment: Practical skill evaluations for specialised roles (DEOs, PSA Technicians, Security, Group-D) to assess job competency.
- Round 3 – Joint final interview panel: Final candidate selection conducted jointly by a responsible designated official from the Health Department (CMHO Betul) and the Agency's HR Management Team to guarantee a completely fair, unbiased and merit-based selection.
4.2 Total manpower allocation strategy
To ensure uninterrupted 24x7 operations across all health facilities under CMHO District Betul, a total workforce of 638 personnel will be deployed based on statutory skill categories:
- Security Staff (39 personnel): Semi-Skilled category; deployed round-the-clock to manage hospital security, gate access, parking and crowd control.
- Housekeeping Staff (85 personnel): Unskilled category; responsible for routine sanitation, floor washing, toilet cleaning, waste collection and infection control.
- Support Staff (52 personnel): Semi-Skilled category; assisting hospital administration with logistics, linen handling, material movement and general store support.
- Data Entry Operators – DEO (61 personnel): Skilled category; handling patient registration, health portals, records management and administrative billing.
- Multi-Skilled Workers – Group D (450 personnel): Semi-Skilled category; assisting clinical staff, patient shifting, ward management, OPD assistance and OT preparation.
- PSA Plant Technician (01 personnel): High-Skilled category; round-the-clock operation, monitoring and routine maintenance of Oxygen PSA plants.
4.3 Minimum qualification & skill criteria
- Security Personnel: Minimum 10th pass, physically fit, trained in basic firefighting, certified and trained by a P.A.S.R.A. govt.-authorised training centre in emergency response and crowd control techniques.
- Housekeeping & Support Staff: Mentally and physically fit, literate, and pre-trained in healthcare hygiene, Bio-Medical Waste (BMW) segregation and spill management.
- Data Entry Operators (DEO): Minimum Higher Secondary (10+2), recognised computer diploma (DCA/PGDCA), typing speed certification and proficiency in MS Office / state health portals.
- Multi-Skilled Workers (Group-D): Minimum 10th pass with experience in hospital ward boy / nursing orderly duties and patient handling procedures.
- PSA Plant Technician: ITI / Diploma in Mechanical/Electrical/Instrumentation with specialised technical training in medical oxygen PSA plant operations.
4.4 Shift roster & operational hours plan
Services will operate on a 3-shift rotational model to maintain continuous 24x7 facility management:
- Shift A (Morning, 07:00 AM – 03:00 PM): Peak OPD hours; maximum manpower concentration for routine cleaning, patient assistance, OPD registrations and morning sanitation.
- Shift B (Evening, 03:00 PM – 11:00 PM): Ward maintenance, visitor management, evening waste disposal cycle and continuous security monitoring.
- Shift C (Night, 11:00 PM – 07:00 AM): Emergency ward support, night security, deep cleaning of vacant OTs, corridors and high-traffic areas.
- General Shift (09:00 AM – 05:00 PM): Designated for administrative DEOs, store management and routine supervisory inspections.
4.5 Absenteeism mitigation & replacement protocol
- 10% active buffer pool: A dedicated reserve pool of pre-trained and medically verified personnel will be available in District Betul.
- Immediate replacement policy: In case of leave or unannounced absence, a replacement will be deployed from the buffer pool within 60 minutes to prevent short-staffing.
- Biometric synchronisation: Duty rosters will be linked with live biometric attendance machines to flag missing shifts instantly to the District Operations Manager.
Point 5
Implementation Methodology & SOPs
(Standard operating procedures, Bio-Medical Waste management & infection control protocols)
5.1 Shift-wise cleaning schedules & frequencies
Services will follow strict cleaning schedules designed to maintain continuous sanitation without disturbing hospital operations:
Morning shift (pre-OPD & high activity)- Wet scrubbing of all corridors, OPD rooms and emergency areas before 08:00 AM.
- Hourly damp mopping of high-traffic zones using approved disinfectant solutions.
- Cleaning and sanitisation of public toilets every 2 hours.
Evening shift (maintenance & visitor hours)- Full dusting and sanitisation of patient beds, furniture and nurse stations after visiting hours.
- Continuous waste clearance from all ward bins.
Night shift (deep cleaning & sterilisation)- Machine scrubbing of main halls and corridors.
- Deep terminal cleaning, fumigation support and thorough disinfection of vacant Operation Theatres (OTs) and ICUs.
Weekly deep cleaning programme- Sunday intensive cleaning schedule covering wall washing, window glass polishing, high-pressure jet cleaning of outdoor premises and drainage flushing.
5.2 Bio-Medical Waste (BMW) management protocol
Strict compliance with Bio-Medical Waste Management Rules (1998/2000 & latest amendments) across all hospital facilities:
Colour-coded segregation at source
Yellow binsAnatomical waste, soiled cotton, dressings and expired medicines.
Red binsContaminated plastic waste, IV bottles, catheters and tubing.
Blue binsGlassware, broken vials and medicine ampoules.
Puncture-proof containers (white/black)Sharps, needles, blades and scalpels.
Collection & transportation
- Bins emptied at regular intervals or immediately upon reaching 3/4th capacity.
- Waste collected in dedicated colour-coded bags and transported via covered waste trolleys to the central collection yard.
- Zero cross-contamination strategy: separate pathways used for clean linen/supplies and waste movement.
5.3 Critical & high-risk zone infection control
Specialised protocols enforced in sensitive areas such as OTs, ICUs, Dialysis Units and Emergency Wards:
Operation Theatre (OT) cleaning protocol- Pre-surgery damp dusting of all horizontal surfaces with hospital-grade disinfectants.
- Carbolisation/disinfection of floors and walls before and after every surgical procedure.
- Strict adherence to sterile zone protocols, including dedicated non-transferable mop heads and colour-coded cloths for OT areas.
Spill management protocol- Blood & body fluid spills: Immediate deployment of 1% Sodium Hypochlorite solution kit.
- Spill covered with absorbent paper towels, allowed 20 minutes contact time, carefully removed and disposed of in Yellow waste bags.
- Area mop-cleaned with disinfectant afterwards.
Surface disinfection- Regular usage of certified broad-spectrum disinfectants (such as Virux / Bacillocid Special) for critical medical equipment frames, bed rails and door handles.
5.4 Uniform, ID cards & safety gear (PPE) execution
- Approved uniform (livery): All personnel will wear clean, well-maintained Navy-Blue uniforms displaying company credentials and designated designation patches.
- Identity cards: Mandatory display of laminated, photo-printed ID cards during all duty hours.
- Personal Protective Equipment (PPE): Gumboots, heavy-duty rubber gloves, safety masks and aprons issued to all waste handlers and housekeeping staff. Mandatory wear enforcement tracked daily by site supervisors prior to shift commencement.
Point 6
Monitoring Mechanism & Quality Assurance
(Real-time monitoring, biometric tracking, feedback systems & quality control)
6.1 Biometric attendance & real-time tracking
- Biometric synchronisation: Deployment of GPRS/Wi-Fi enabled biometric attendance machines at designated central locations across District Betul facilities.
- Live shift monitoring: Real-time tracking of staff check-ins/check-outs linked directly with the central control room to immediately flag missing or late entries.
- Muster roll management: Automated daily attendance generation, verified and signed jointly by the Site Supervisor and Hospital Sister-in-Charge / Nodal Officer.
6.2 Multi-tier quality audits & inspection checklists
- Door-mounted toilet checklists: Daily cleaning log sheets affixed behind every toilet/washroom door, updated hourly by staff and verified twice daily by supervisors.
- Daily area inspection checklists: Structured inspection sheets covering OTs, ICUs, Wards, OPDs, corridors and exterior premises.
- Joint monthly audits: Formal joint inspections conducted every month with CMHO officials, Hospital Superintendents and the District Operations Manager to review overall service delivery.
6.3 Complaint redressal & grievance resolution mechanism
- 24x7 Control Room helpdesk: Dedicated phone line and WhatsApp-based helpdesk for hospital staff to log complaints or emergency requests.
- On-site complaint registers: Hardcopy registers maintained at nurse stations, OPD counters and the central control room.
Strict resolution timelines
10–15 minBlood / body fluid spillages & emergency needs: immediate response
60 minRoutine cleaning & minor complaints
2 hrsSewerage / drainage choking
4 hrsStaff replacement / behavioural issues
6.4 Continuous staff training & behavioural development
- Mandatory induction training: 3-day pre-deployment orientation covering hospital etiquette, infection control, bio-medical waste rules and emergency response.
- Monthly refresher modules: Periodic workshops on soft skills, polite communication with patients, personal hygiene and safety protocols.
- Performance-based incentives: Monthly recognition for “Best Housekeeping Worker” and “Best Security Guard” based on audit scores and hospital feedback to drive motivation and retention.
Point 7
Statutory Compliance System
(Labour laws, wage disbursal, EPF/ESIC compliance & financial transparency)
7.1 Strict adherence to Minimum Wages Act
- Collectorate rates compliance: Wages paid to all deployed staff across Unskilled, Semi-Skilled, Skilled and High-Skilled categories strictly adhere to the Minimum Wages Act and prescribed rates issued by the competent authority.
- No unauthorised deductions: 100% full wage disbursement with zero unauthorised cuts or illegal deductions.
7.2 Timely bank direct transfer (e-payment)
- On-time salary transfer: Monthly salaries disbursed directly into staff individual bank accounts on or before the 5th of every month, independent of client bill realisation cycles.
- Transparent verification: Bank account statements, salary slips and electronic payment advice submitted along with monthly bills to CMHO Betul for proof.
7.3 Statutory EPF, ESIC & GST compliance
- EPF & ESIC deposits: Mandatory contributions towards Employee Provident Fund (EPF) and Employee State Insurance Corporation (ESIC) deposited on time every month.
- Monthly proof submissions: Electronic Challan-cum-Return (TRRN) receipts, ECR employee lists and ESIC challan copies attached with monthly invoices for verification.
- GST & tax compliance: Regular GST returns filed, with tax receipts and compliance certificates furnished as required.
7.4 Labour regulations & record management
- Labour licences & registrations: Maintenance of active Contract Labour (R&A) licences, MP Labour Welfare Fund compliance and registration certificates under local labour acts.
- Statutory registers on site: Master inspection registers, wage registers, muster rolls, overtime registers and accident registers maintained and readily available at the Betul District Control Room for inspection.
Point 8
Local Support Arrangements in District Betul
(Local infrastructure, rapid emergency response & workforce welfare)
8.1 Dedicated local branch & control room setup
- Betul local branch office: Functional district branch office established in Betul for local management, HR operations, document verification and client coordination.
- 24x7 campus control room: On-site control room within hospital premises equipped with dedicated telephone lines, computerised roster systems and local supervisors.
- Local operations leadership: Full-time District Operations Manager and HR Coordinator based permanently in District Betul for immediate communication with CMHO authorities.
8.2 10% local standby buffer pool & absenteeism management
- Active reserve pool: 10% pre-trained, medically checked and verified reserve staff kept on standby in District Betul.
- Rapid deployment: Standby personnel mobilised within 60 minutes in case of sudden leaves, absenteeism or unexpected operational spikes.
- Zero service interruption: Guarantees that no shift or health facility suffers from short-staffing or delayed service delivery.
8.3 Employee welfare, medical screening & health safety
- Mandatory pre-deployment medical check-up: Thorough medical screening for all local recruits prior to operational placement.
- Hepatitis-B (HBV) vaccination drive: 100% Hepatitis-B vaccination and essential immunisations provided free of cost to all deployed staff.
- Routine occupational safety & health audits: Periodic health check-ups and safety gear checks for high-risk workers handling bio-medical waste.
8.4 Local supply chain & rapid machinery maintenance
- 30-day chemical stock buffer: Warehousing of non-toxic, hospital-grade cleaning chemicals and consumables maintained within the Betul store room.
- Tie-up with local equipment vendors: Strategic agreements with local machinery technicians in Betul to guarantee repair or unit replacement within 4 hours in case of machine breakdown.
