Clarification Remarks RISL Answerrisl.rajasthan.gov.in/wp-content/uploads/2017/04/Prebid... · · 2017-04-08Gateway Solution (C) Configuration with RSDC infrastructure: ... gateway

S.No. RFP Page No. RFP Rule No. Rule Details Query\Suggestion\Clarification Remarks RISL Answer

1 14 3.1.2 Annual Turnover of the bidder from IT/ ITeS during each of the last three financial years, i.e., from 01.04.2013 to 31.03.2016 (as per the last published audited balance sheets), should be at least Rs. 100 Cr.

We request youto kindly relax the point as under: Aggregated Annual Turnover of the bidder from IT/ ITeS during last three financial years, i.e., from 01.04.2013 to 31.03.2016 (as per the last published audited balance sheets), should be at least Rs. 100 Cr.

Please refer amended RFP


2 14 3.1.4 The bidder must have successfully implemented at least one turn-key IT projects of worth Rs. 10 Crores and above. The projects should be similar in nature including application development (involving SMS or USSD or IVRS or outbound calling or Contact Centre solution), supply, installation/ commissioning of solution and support services, for any State/ central Government/ Public sector companies or Banks or Financial Institutions or any Telecom Operators in the last five years from the date of submission of bid document.

The clause would restrict participation of bidders. We request you to kindly amend the clause to allow maximum participation. Suggestion: The bidder must have successfully implemented at least one turn-key IT projects of worth Rs. 10 Crores and above. The projects should be similar in nature including application development (involving SMS or USSD or IVRS or outbound calling or Contact Centre solution), supply, installation/ commissioning of solution and support services, for any State/ central Government/ Public sector companies or Banks or Financial Institutions or any Telecom Operators in the last five years from the date of submission of bid document. or The bidder must have successfully implemented at least two turn-key IT projects of worth Rs. 5 Crores and above. The projects should be similar in nature including application development (involving SMS or USSD or IVRS or outbound calling or Contact Centre solution), supply, installation/ commissioning of solution and support services, for any State/ central Government/ Public sector companies or Banks or Financial Institutions or any Telecom Operators in the last five years



from the date of submission of bid document.


3 20 C (III) To maintain information security during transaction the developed application should support both HTTP and HTTPS (SSL certificate to be deployed by the bidder on the Web/ Application Server for the entire project duration).

We are expecting RISL to provide SSL Certificates

Bidder has to purchase and supply the SSL certificate accordingly.

4 21 (II) The selected bidder shall be responsible for the following: Conducting testing of various components/ modules of the software developed, as per the latest version of the IEEE 730 standards. Designing the Testing strategy, Test Cases Obtaining sign-off on testing approach and plan.

We suggest: RISL should provide Hardware and Telecom Connectivity for this testing. Bidder will not be in a position to put traffic simulators and live traffic will be used for testing

The successful bidder shall assist the RISL in selection of a telecom service provide through a short term bidding process. The service of this telecom service provider shall be used by the bidder for testing purpose


5 21 V. Deployment and Configuration of Unified Communication Gateway Solution (C)

Configuration with RSDC infrastructure: The selected bidder shall be responsible to configure the Unified Communication Gateway solution with existing infrastructure at RSDC and its DR site(s) like DNS Server, backup server, EMS server, application load balancer and other infrastructure required for smooth implementation of the project. SI shall comply with all the policies of RSDC. The bidder should note that the solution should be deployed in HA mode for which necessary provisions should be made in the proposed solution

We suggest:RISL should provide SPOC from RSDC who will be responsible for assigning and configuring common resources. Delays on account RSDC Infra non availability shouldn’t be accounted in project time line delays.

As per RFP.


6 21 VRS and Recording Solution- Aspect

Current Aspect Recording Solution in recording Caller and Agent both on same channel added with a lot of background noise. For successful Speech to Text Transcription, RISL needs to ensures Aspect records Caller and Agent voice on different channels in Stereo format

As per RFP

7 21 Backup Store Manager – IBM Tivoli Store Manager

Bidder should provide all the data locations for backup, we are assuming after that RSDC Backup team will include those location in their backup policy, and backup as per agreed schedule.

As per RSDC backup policy.


8 21 EMS Client Server – CA Wily- 9.2.6.0/ CA ITCM- r12.5.0.0

We will provide details of all the components and service which needs to monitored. We are assuming RSDC NOC team will be responsible for adding the same to their NMS monitoring Service and generate alerts in case of any failure

NMS will not be able to track the status of services related to applications running on a server. The provided solutions should be capable enough to track the status and health of individual application services like IVR, SMS, TTS, ASR, USSD, VB etc.


9 22 Broad level integration requirement:

For incoming IVR, system should be able to transfer the call to CCC IVR on selection of some option. A call id and phone number shall also be passed as parameters. On completion of the call at CCC IVR end, relevant call statistics and details will be returned by CCC IVR to system's IVR that need to be stored in the application database accordingly

We can pass Call ID and Phone Number in case Aspect supports native SIP Integration. In case Aspect ISDN integration we will send It to a database table and current CRM system will have to read it and display it as part of screen pop up. Current CRM customization/ upgrade or Aspect configuration and Upgrade isn't part of Bidder scope.

Enhancements/upgrades required in the existing Aspect system will be done by Aspect team. The bidder has to develop the system as per the requirement mentioned.

10 22 ( C) Development of necessary web services and APIs for facilitating integration with other applications/ databases of Government of Rajasthan

For UAT Sign off only two applications will be integrated. However bidder will continue to work with RISL for rest of the applications integrated as part of Scope

As per RFP


11 4.1.2. Connectivity RISL shall select a Telecom Service Provider for providing necessary connectivity and services (Outbound dialing, USSD, SMS etc.). Cost towards providing the connectivity shall be borne by RISL.

Bidder is providing SIP / SIGTRAN Solution. In case Service provider provides ISDN/ SS7 connectivity, RISL will provide Media gateway to convert them to SIP and SIGTRAN. Pls. also note SIP termination will be routed through SBC so Service provider should take care of SBC functionality at RSDC also.

In the selection process of telecom service provider, the latest and best connectivity compatible with the proposed solution would be provisioned


12 24 Commissioning and Set up of Contact Centre Solution (as a part of integrated solution):

As the solution needs IVR, Dialer, Multimedia Contact Centre solution for a large scale we will request department to consider following condition " OEM should be listed in Gartner Magic Quadrant contact centre infrastructure Report" OEM or its parent organization shouldn’t have filed for Chapter 11 Bankruptcy in last 24 months . OEM should have minimum Global revenue of 150 M USD from Contact Centre Solution in last one Year. CA Certificate or Balance Sheet of listed company should be provided as part of supporting document

We suggest OEM PQ to be included " OEM should be listed in Gartner magic quadrant contact centre infrastructure Report" OEM or its parent organization shouldn’t have filed for Chapter 11 Bankruptcy in last 24 months OEM should have minimum Global revenue of 150 M USD from Contact Centre Solution in last one Year. CA Certificate or Balance Sheet of listed company should be provided as part of supporting document



13 26 f. Integration with the components of Unified Communication Gateway:

the above module should function as an integral part of Unified Communication Gateway as mentioned in the SoW

Its recommended Dialer, IVR, ACD, Call Recording Solution should be from Single OEM, and they should be integrated with SMS and USSD Gateway application

As per RFP

14 32 4.4. Project Deliverables, Milestones ,Time Schedule & Payment Schedule

# Approved Finalized Functional Requirement Specifications (FRS) and Connectivity (Bandwidth) Requirement report # Approved Software Requirement Specifications (SRS)

For better participation in tender it is request to pay 20% of the Summation of the tendered amount of the actual component deployed as per Sl. No. 1 to 27 of the Price Schedule ( Financial Bid)



15 32 # System Design Document (SDD) / Process Design Report # Beta Version Deployment report



16 32 # Testing Methodology including test cases and test plan and Test Results # UAT Sign off of deployed solution # Safe To Host Certificate # Handing over of i. Server and client edition perpetual licenses in the name of the purchaser for the various middleware/ and third party tools by the bidder to run the application.



17 33 Commissioning and Set up of Citizen Contact Center Solution

Solution Deployment, Integration with Communication Gateway and Customization Report

50% of the tendered amount for the actual deployed components of Contact Centre solution (as per Sl. No. 28 to sl. No. 38 of the financial bid).



18 33 UAT report 20% of the tendered amount for the actual deployed components of Contact Centre solution (as per Sl. No. 28 to sl. No. 38 of the financial bid).


19 33 G0-Live / Commissioning certificate

20% of the tendered amount for the actual deployed components of Contact Centre solution (as per Sl. No. 28 to sl. No. 38 of the financial bid).


20 36 Any delay in the provision of connectivity to the SI by RISL shall not account for the delay on SI’s part. However the SI shall be responsible to complete their independent milestones and deliverables as per the agreed timeline

Suggested line : Any delay in the provision of telecom connectivity or resources at RSDC to the SI by RISL shall not account for the delay on SI’s part. However the SI shall be responsible to complete their independent milestones and deliverables as per the agreed timeline

Please refer the clause 2.2.(i) of chapter 7 of RFP

21 143 Interactive Voice Response (IVR) System : 8

System should support following formats of voice files to play on IVR: MP3, WAV

As .MP3 is a low quality Audio format, its not suggested to use it on IVR or Dialer where Citizen will be listening to it on Phone Line. Suggested line is as following:System should support following formats of voice files to play on IVR: WAV

System should have the capability to convert the .mp3 format to .wav format on the go


22 146 d. Outbound Calling System : 1

System should allow to make outbound call to landline phone or mobile phone or IP Hard Phone users and play a voice message on connect.

Only Outbound calls with out controlling critical parameters like How much time line should be kept open for Citizen to answer the call, How many time we should retry, under what circumstances dialer should use higher dialing ratio and when it should slow down its dialing ratio leads to a "Bad Dialing strategy" and makes a lot of issues for Citizen and they tend to ignore calls from our numbers resulting in bad image and wastage of resources. Predictive Algorithms ensures all these bad issues are taken care of and they tend to learn from patterns on their own keeping in Mind " How many connects we want in a day". Keeping the above in mind we will suggest following line: System should allow to make Progressive and Predictive outbound call to landline phone or mobile phone or IP Hard Phone users and play a voice message on connect. Vendor should provide details about its Predictive algorithms and provide simulation environment to showcase predictive gains for any given campaign.



23 150 Voice Transcription System: System should be able to support most of the audio file format for transcription (such as MP3, WAV and VOX formats)

For successful Speech to Text Transcription RISL needs to ensures recorded files records Caller and Agent voice on different channels in Stereo format

As per RFP

24 157 Outbound Dialing Campaign Manager (e-Sanchar) Point 7: System should allow to specify the campaign message in form of a recorded voice file of formats: .mp3 and .wav

System should allow to specify the campaign message in form of a recorded voice file of formats: .wav

System should have the capability to convert the .mp3 format to .wav format on the go

25 96 ANNEXURE-1: BILL OF MATERIAL (BoM)

Point 2 License cost for USSD Solution (if Applicable): Qty : As per the requirement for successful implementation of the solution

Pls. clarify how many messages per second you need




Point 4: License cost for SMS Solution (if Applicable): Qty : As per the requirement for successful implementation of the solution

Pls. clarify how many messages per second you need



Point 6: License cost for IVRS Solution (if Applicable): Qty : As per the requirement for successful implementation of the solution

Pls. clarify how many IVR Ports are needed.

Out of total available ports: 1800, system should provide the functionality to reserve any number of ports for IVR as per the requirement and it should be configurable also



Point 9 : License cost for Outbound Calling Solution (if Applicable) Qty : As per the requirement for successful implementation of the solution

Pls. clarify how many Dialer Ports are needed.

Out of total available ports: 1800, system should provide the functionality to reserve any number of ports for outbound dialer as per the requirement and it should be configurable also


Point 14: License cost for Voice Transcription Solution (if Applicable): Qty : As per the requirement for successful implementation of the solution

Pls. clarify how many hours of Audio per days needs to be transcribed.

The required capacity if 1800 hours per month. Per day work load may be varied accordingly


30 100 Note 1. The necessary infrastructure for the DR site will be deployed at The NDC, Shastri Park, New Delhi. This DR site will have a capacity of 50% of the main site. All application related software licenses will be deployed at main site and will be available to DR site in active/passive mode. Necessary hardware and software will be provided by RSDC for DR site (same as listed in Annexure-1 of RFP document)

As there is no mention of DR site in Implementation tine line, Bidder will assume DR Site implementation is not part of T1 and no payment will be with held for DR Site implementation. Suggestion: DR Site will be implemented post UAT sign off and payment of T1 Milestone


31 100 Note 2. Common infrastructure (such as SAN storage, SAN switches, firewall, Intrusion Detection/ Prevention, service, directory service, management and data storage services) required for hosting of application at RSDC may be provisioned by RISL on shared basis

This doesn’t mentioned Application Load balancer and Global Load Balancer, where as Page 21: Point V/ C mentioned application load balancer is available in RSDC for this project.We assume that RSDC will provide Application load balancer and Global Load Balancer for this application deployment

RSDC is having App Load balancer & GSLB for production environment and will be provided on shared basis.


32 100 Note 3. Bidder has to quote all hardware and software items that are not available in the above mentioned list but are required for the successful implementation of their proposed solution as a part of their respective BoM

SBC or ISDN / SS7 Gateway is part of Telecom Solution It is suggested that SBC or ISDN/SS7 Gateway for Telecom connectivity to be provided by department as part of telecom connectivity

The successful bidder shall assist the RISL in selection of a telecom service provide through bidding process.


33 160 11 System should provide a menu for talking with a human agent. On selection of this menu, calls would be transferred to the existing Citizen Contact Centre agent (CCC). A call id and phone number shall also be passed as parameters also. On completion of the call at CCC IVR end, relevant call statistics and details will be returned by CCC IVR to system's IVR that need to be stored in the application database accordingly

System IVR will transfer the call to CCC IVR and after that system IVR will not have any visibility to the call, unless same IVR is used for E-Sanchar as well as CCC Suggestion:IVR, ACD, Dialer and Recording system should be Single Virtual SPA platform from same OEM, so call can call be any SOA function like IVR, ACD, Dialer at any stage of the call

As per RFP


34 187 2. Documents provided as a part of Technical Evaluation Matrix

Organization’s Average Turn Over (from IT/ ITeS) for the last three financial years (i.e. FY 2013-14, 2014-15 and 2015-16)· >= 500 Cr : 15 Marks· >= 300 Cr and <500 Cr. : 10 Marks· >= 100 Cr and <300 Cr: 5 MarksIs Not Matching with Page 46 : c) Technical Evaluation Criteriaa. Technical Evaluation Matrix:i >= 200 Cr : 15 Marksi >= 150 Cr and <200 Cr. : 10 Marksi >= 100 Cr and <150 Cr: 5 Marks

Request you to modify the Page No. 187 as per below technical criteriaPage 46 : c) Technical Evaluation Criteriaa. Technical Evaluation Matrix:i >= 200 Cr : 15 Marks i >= 150 Cr and <200 Cr. : 10 Marksi >= 100 Cr and <150 Cr: 5 Marks



35 99 point 2 Total 1800 communication ports shall be provisioned for both the outbound calling and IVRS solutions. If any port bound TTS license is proposed by the bidder, the total count of these licenses should be equal to the same count of communication ports as mentioned above. Sharing of ports and licenses among the outbound calling and IVRS solutions could be at any ratio.

In TTS and ASR, is it necessary to provide port bound license or we can provide license on through put basis?

As per RFP

36 147-148 G What is the performance measurement criteria for TTS and ASR engine quality

As per RFP


37 16 3.1.8 Joint Venture/consortium: The lead bidder should be required to do majority (>50%) of the work and the consortium partner shall have to do the remaining work like S/w development and/ or FMS, for which it has the Certification.

How we can judge certification of consortium partner if he is application development having no CMMI level certification etc


38 46 Technical Evaluation Criteria, S.No.2

Organization’s experience in System Integration shall be evaluated as per the following: · >= 15 years: 15 Marks · >= 10 Years and < 15 Years : 10 Marks · >=5 Years and < 10 Years : 5 Marks

Request to ammend the clause as: Organization’s experience in System Integration shall be evaluated as per the following: · >= 5 years: 15 Marks · >= 3Years and < 5 Years : 10 Marks · >=1 Years and < 3 Years : 5 Marks

As per RFP

39 46 Technical Evaluation Criteria, S.No.2

· 3 or more Projects – 15 Marks · 2 Projects – 12 Marks · 1 Project - 10 Marks

Request to ammend the clause as: 2 Projects – 15 Marks · 1 Project - 10 Marks

As per RFP


40 Page #14, 3. PRE-QUALIFICATION/ ELIGIBILITY CRITERIA

Financial: Turnover from IT/ ITeS: Annual Turnover of the bidder from IT/ ITeS during each of the last three financial years, i.e., from 01.04.2013 to 31.03.2016 (as per the last published audited balance sheets), should be at least Rs. 100 Cr.

We request you to kindly amend this clause as "Annual Turnover of the bidder from IT/ ITeS during each of the last three financial years, i.e., from 01.04.2013 to 31.03.2016 (as per the last published audited balance sheets), should be at least Rs. 20 Cr. And the company should be in profit making in last 3 financial years."

As per RFP

41 Page #46, c) Technical Evaluation Criteriaa. Technical Evaluation Matrix:

Organization’s Average Turn Over (from IT/ ITeS) for the last three financial years (i.e. FY 2013-14, 2014-15 and 2015-16) · >= 200 Cr : 15 Marks · >= 150 Cr and <200 Cr. : 10 Marks · >= 100 Cr and <150 Cr: 5 Marks

We request you to kindly amend this clause as "· >= 28 Cr : 15 Marks · >= 25 Cr and <28 Cr. : 10 Marks · >= 20 Cr and <24 Cr: 5 Marks"

As per RFP


42 142 Annexure 14 4. Outbound Calling (text to voice, recorder etc.)

What are the backend system from which the calling list would be generated? Would the calling list be provided as a CSV file , Excel , Txt files

Dialer will pick the records from some backend DB table. This table would be populated by either another applications or by uploading data file for the campaign from the application campaign manager

43 20 iii. Design, Development and customization of “Unified Communication Gateway”:

ii). Development of necessary interfaces (web services and APIs) for integration and providing necessary services to other databases/ applications

Request you to provide more details on the "other databases/applications" referred here

Any of the present and future applications of the Government of Rajasthan and their databases

44 170 a)CRM/ Customer Interaction Management Module

It should support the workforce management

Whether the bidder has to provide work force management software. Please confirm

As per RFP


45 146 Functional Requirements Compliance Sheet for Outbound Calling

Outbound campaign Whether all the voice based campaigns are IVR application based campaigns only. Please confirm

A campaign will be a task. It could be a survey involving interactions through multiple channels, or a one way outbound calling for dispatch of voice message only

46 177 Reports Management Information Systems

What is the duration do you want to store reports data online and offline

It will depend upon the availability of storage

47 171 CRM/ Customer Interaction Management Module

System should have the provision for configurable voice recording and screen recording as per the requirement

For Screen recording please let us know what percentage of calls needs to be recorded

All of the outbound and inbound calls need to be recorded


System should have the provision for configurable voice recording and screen recording as per the requirement

What is the duration do you want to store voice recording/screen recording online and offline

It will depend upon the availability of storage


49 142 Unstructured Supplementary Service Data (USSD) System (Pull/Push)

System should be able to support content scanning for the incoming/outgoing data though USSD

Request you to provide details of the feature expected

System should allow to define a content scanning policy for both incoming and outgoing data where it is scanned for a set of keywords marked as inappropriate. The policy will define the configurable list of such words and the action to be taken on the identification of such words.

50 147 Outbound Calling System

System should support dialling from records stored in multiple databases

Request you to provide details of the data base from which records are to be used for outbound dialling

It could be any of the database available at RSDC

51 151 Other general Requirements

The overall all solution should be implemented in High Availability mode

Our understanding is that we need to consider HA in DC only. Please confirm

As per RFP.


52 161 SMS Management System

System should provide a dashboard with various statistics related to SMS service utilization by different applications/departments

Request you to provide detail of the statistics which need to be displayed through dashboard

It will be analysed by the selected SI while drafting the final SRS/FRS

53 164 Master/Configuration Management

System should integrate with the existing Master Data Services to fetch/sync locally the required master data for the application

Request you to provide the details of the existing Master Data Services referred

Detailed documentation of master data services and the assistance for their integration shall be provided by RISL to the selected SI


System should provide the necessary interfaces for the master data view and sync

Request you to provide the type of interfaces expected for master data view and sync




System should provide the necessary interfaces for the management of the master data not available under the Master Data Service

Request you to provide the type of interfaces expected for the management of the master data not available under the master data service


56 168 Functional Requirements for CCC

It is envisaged that COTS software will purchased by the SI and customized as per the requirements of the RISL.

Whether the bidder can develop the expected CRM features as a software application. Or it necessarily needs to procure the COTS ( Commercially off the shelf) software and customize the same

As per RFP.


System should support speech analysis

Request you to provide the details of the "Speech analysis" feature expected

As per RFP.

58 174 Interactive Voice response System

It should support routing for emails received on the Contact Centre email account

Request you to provide the details of the expected feature "routing for emails received on the contact center email account" in Interactive Voice response system

As per RFP.


59 143 Interactive Voice Response (IVR) System

System should support Filtering and anti-spam function

Request you to provide the details of the expected feature in the Interactive Voice Response (IVR) System

System should allow to define a content scanning policy for outgoing through IVRS data where it would be scanned for a set of keywords marked as inappropriate. The policy will define the configurable list of such words and the actions to be taken on the identification of such words.

60 48 Project Deliverables, Milestones ,Time Schedule & Payment Schedule

Payment Terms 60% of the project cost on Material Delivery, 30% on UAT sign-off and balance 10% on go-live against submission of Performance Bank Guarantee.


61 General This being a prestigious project for the Government, can you pls ensure that the Solutions proposed by Bidders meet the below criteria


62 General -Integration with the IP Telephony system

Apart from service provider PSTN network, eSanchar 2.0 must be able to use RISL’s IP Telephony network, which is spread across state of Rajasthan to more than 20,000 IP phones till Panchayat level using RSWAN. eSanchar 2.0 must be able to receive inbound calls and make outbound calls using all the technology components like IVR, ASR, TTS, VB, Dialer to the IP phones network.

As per RFP.

63 General Bidders must quote for all the components required to achieve the overall solution including but not limited to hardware, servers, software, virtualization licenses, server licenses, other licenses, professional services, services, etc. Bidders to indicate technical details of each of the components. All the components cost will be considered while deciding L1 bidder. RISL may decide to exclude some of the items at the time of ordering, which can be provided by RISL.

As per RFP.


64 IVR The IVR platform uses open-standards VoiceXML


65 IVR The IVR should support centralized as well as distributed gateways


66 IVR IVR must have redundancy across WAN or LAN for 100% of IVR ports and its major components so that loss of any single node does not cause downtime. The switch over from primary IVR to secondary IVR should happen without any manual intervention

As per RFP

67 IVR The IVR platform should be scalable up to 6,000 IVR ports in High Availability, as and when required in future on a single platform and same hardware, by adding licenses only

As per RFP


68 IVR OEM of the proposed IVR solution should be in Leader’s quadrant in latest Gartner’s Magic Quadrant for Contact Center Infrastructure


69 IVR OEM of the proposed IVR solution should have at least one reference in India with minimum 10,000 IVR ports installed

As per RFP.

70 IVR IVR System should be able to queue the call at edge (remote location) to save bandwidth on WAN.

As per RFP.

71 Gateway Should have support for hardware based IPSEC VPN (3DES / AES) Encryption

As per RFP.

72 Gateway Should have complete IPSEC VPN, Firewall, IPS features & future support for SSL VPN features

As per RFP.

73 Outbound Dialer Outbound Dialer should be integrated with ACD and can be activated by just adding dialer ports

As per RFP.


74 Outbound Dialer Should support blended mode which helps ACD deliver both inbound and outbound (preview) calls to the same group of agents dynamically. Differing from the dedicated modes, blending allows agents to switch between receipt of inbound and outbound calls on a call-by-call basis

As per RFP.

75 Citizen Contact Center Agent desktop

The agent’s desktop should be based on Web 2.0 and shall fulfil the following functionalities ● Thin Client gadget based desktop ● Mobile Agents must be supported ● HTTP and REST API workflows ● Outbound dialing from the same desktop

As per RFP.

76 IVR The proposed IVR solution should be dynamic and the IVR menus can be configured with ease (drag & drop menu feature).

As per RFP

77 Additional Clause - Request to add in the RFP.

IVR is a key core infrastructure of the overall project; IVR OEM must be in Leaders’ quadrant of last two consecutive Gartner Magic Quadrant for Contact Center Infrastructure, worldwide reports.

These clauses will ensure that RISL will get time tested top 3-4 OEMs from technology and market standing pespective, those who have delivered in suh large and complex



proects in past. Also from support pespective these clauses will ensure that RISL will get OEM who can support RISL and bidder in ongoing way for this project.


• IVR is a key core infrastructure of the overall project; IVR OEM must have at least 2 large IVR deployments in India with minimum 5,000 IVR ports.

As per RFP.


• OEM must be in contact center (IVR) business for at least 7 years in India with a local presence in India.

As per RFP.


• OEM must have a 24x7 technical helpdesk available, where RISL and bidder can directly log a complaint either through phone call or E-mail, for technical support.

As per RFP.


• OEM must have spares depot in India (preferably in Rajasthan) to provide prompt hardware replacement support during warranty and AMC period.

As per RFP.


82 99-100 Annexure 1 Details of the Hardware Items that could be provisioned through RSDC:

What is the specification of Servers mentioned in the Hardware List on Page 99-100

Virtual Server will be provided as per requirement/availability basis at the time of implementation

83 100 Annexure 1 Details of the Hardware Items that could be provisioned through RSDC:

What is the kind of license available for Databases (Mysql/PstGRE/Oracle) and how many license are available.

MS SQL & Oracle licensed DB clusters available in RSDC on shared basis

84 21 4.1.1.VI Integration with existing Citizen Call Centre (CCC):

What is the propsed location of the call center.

Not identified at this time

85 21 4.1.1.VI Integration with existing Citizen Call Centre (CCC):

How will the call center and the RSDC in case both are not colocated.

Both are connected. As per RFP.


What is the prefered mode of TSP connectivity for Voice ( we recommend SIP/RTP with G711 Codec).

In the selection process of telecom service provider, the latest and best connectivity compatible with the proposed solution would be provisioned



In case of Contact Center, in the RFP it has been mentioned that Bidder has to take the Responsibility of the Call Center Hardware. 1. Does this include servers and other hardware for Call Center/Dialer/CRM which will be installed at the RSDC or at the DR site or only the 2. Hardware to be installed at the Call Center Premises like Agent Systems, IP Phones etc. 3. Can we use cloud services for ASR/TTS/Transcription in case the Cloud Data Centers are within India. 4. Will there be a DR site for the Contact Center?

1. If any specific hardware required for the implementation of call centre which is not in the list of hardware provisioned to be provided by RSDC, need to be quoted by the bidder. 2. No hardware for the call centre premise is required to be quoted 3. No cloud services are allows to be used in any functionality 4. As per RFP


88 144 Annexure 14: 1.c.20 The system should be capable of making simultaneous IVR calls up to 1800. This should be extendable according to the availability of the underlying communication channels

1. Out of 1800 calls, what should be the expected Outgoing/Incoming call ratio.2. Out of 1800 simultaneous calls what should be the Call Center Termination Ratio, i.e. how many calls should we expect to be patched with the call center at one moment.

1. The ratio of outgoing/incoming calls could be any according to the work load at the given time 2. Call centre termination ratio would depend upon the caller's choice

89 144 Annexure 14: 1.c.23 In ASR mode, it should support 200 simultaneous calls. This should be extendable according to the availability of the underlying ASR channels

For point number 23. on page 144, it would be predecided which Connectivity is to be supported, and hardware will be deployed accordingly. In case of switching from one technology to another additional hardware deployment might be required (eg. if switching from SIP to PRI).

The system must be working independently of the underlying telecom connectivity and the related hardware

90 139 Annexure 14: 1.a SMS System (Send/Receive) What is the TPS required for SMS (Incoming and Outgoing) ?



91 141 Annexure 14: 1.b Unstructured Supplementary Service Data (USSD) System (Pull/Push)

What is the TPS required for USSD platforms (PULL and PUSH)?


92 186 Annexure 20: 1.10 VAT/ CST clearance certificate

We do not have clearance certificate as of now. Shall we submit an undertaking in this regard?

As per RFP.

93 187 Annexure 20: 2 Documents provided as a part of Technical Evaluation Matrix

Items 1 to 5 are missing Please refer amended RFP

94 187 Annexure 20: 2.6 Organization’s Average Turn Over (from IT/ ITeS) for the last three financial years (i.e. FY 2013-14, 2014-15 and 2015-16)

As the project upper bracket is 26 Crore, it is not logical to ask for 500 Crore turnover. It should be kept maximum 4 times the project cost. Request you to revise the same and again set the matrix for marks


95 185 ANNEXURE 20:1 Tender Fee Rs. 5000/- We have already participated in Tender F4.3(177)/RISL/Tech/16/6357 against which this new tender is published, we have already paid the Tender fee for that tender. The tender fee shall be waived off for us.

As per RFP


96 185 ANNEXURE 20:1 RISL Processing Fee Rs. 1000/- (Rupees One Thousand only) in Demand Draft in favour of “Managing Director, RISL” payable at “Jaipur”.

We have already participated in Tender F4.3(177)/RISL/Tech/16/6357 against which this new tender is published, we have already paid the RISL Processing fee. The processing fee shall be waived off for us.

As per RFP

97 185 ANNEXURE 20:1 Bid Security (EMD): Rs. 52,00,000.00/- ) in Demand Draft or BG in favour of “Managing Director, RISL” payable at “Jaipur”.

We have already participated in Tender F4.3(177)/RISL/Tech/16/6357 against which this new tender is published, we have Submitted the EMD of 52 Lac with that RFP. Same EMD shall be considered here, we will get EMD extended for duration before the expiry of that EMD.

As per RFP.

98 Page No. 11, SECTION –1 INVITATION FOR BID (IFB) & NOTICE INVITING BID (NIB), Clause No. 6, Sub Clause No. 6.2

Websites for downloading Bidding Document, Corrigendum's, Addendums etc.: Bidding document fee: Rs. 5000/- (Rupees Five Thousand only) in Cash/Demand Draft in favour of "Managing Director, RISL" payable at "Jaipur".

BSNL, being a Government of India Undertaking, may be exempted from paying the Bidding document fee of Rs. 5000/-

As per RFP.


99 Page No. 11, SECTION –1 INVITATION FOR BID (IFB) & NOTICE INVITING BID (NIB), Clause No. 6, Sub Clause No. 6.3

Websites for downloading Bidding Document, Corrigendum's, Addendums etc.:RISL Processing fee: Rs. 1000/- (Rupees One Thousand only) in Cash/Demand Draft in favour of "Managing Director, RISL" payable at "Jaipur".

BSNL, being a Government of India Undertaking, may be exempted from paying the Processing fee of Rs. 1000/-

As per RFP.

100 11 SECTION –1 INVITATION FOR BID (IFB) & NOTICE INVITING BID (NIB), Clause No. 8, Sub Clause No. 8.1

Bid Security and Mode of Payment: Amount (INR): 52 lacs, 13 lacs for S.S.I. of Rajasthan, 26 Lacs for Sick Industries, Other than S.S.I., whose cases are pending with Board of Industrial & Financial Reconstruction.

BSNL, being a Government of India Undertaking, may be exempted from paying Bid Security.

Exemption shall be provided in Bid Security to BSNL

101 14 SECTION –3 PRE- QUALIFICATION/ ELIGIBILITY CRITERIA, Clause No. 1, Sub Clause No. 1.3

Financial Net Worth: The net worth of the bidder , as on 31.03.2016 sould be Positive.

BSNL, being a Government of India Undertaking, as deliver services at every corner of India irrespective of the matter of profit or loss, may be exempted from net worth should be Positive.

As per RFP.


102 14 SECTION –3 PRE- QUALIFICATION/ ELIGIBILITY CRITERIA, Clause No. 1, Sub Clause No. 1.4

Technical Capability:The bidder must have successfully implemented at least one turn-key IT projects of worth Rs. 10 Crores and above. The projects shold be similar in nature including application development (involving SMS or USSD or IVRS or outbound calling or Contact Centre solution), supply, installation/ commissioning of solution and support services, for any State/ Central Government/ Public Sector companies or Banks or Financial Institutions or any Telecom Operators in the last five years from the date of submision of bid document.

BSNL is a telecom sector PSU and providing services (involving SMS or USSD or IVRS or outbound calling or Contact Centre solution) to State/ Central Government/ Public Sector companies or Banks or Financial Institutions or retail customers. BSNL, being a Government of India Undertaking, may be exempted from this condition.

As per RFP.


103 14 3 PRE-QUALIFICATION ELIGIBILITY CRITERIA

As per RFP We request department to add CMMi Level 5 also in the PQ. This is needed as this is a complex software services bid and to ensure participation of competent SI's.

As per RFP.


104 54 25 Right to vary qunatities a) If the procuring entity does not procure any subject matter of procurement or procures less than the quantity specified in the bidding documents due to change in circumstances, the bidder shall not be entitled for any claim or compensation.b) Repeat orders for extra items or additional quantities may be placed on the rates and conditions given in the contract (if the original order was given after inviting open competitive Bids). Delivery or completion period may also be proportionately increased. The limits of repeat order shall be as under: -1) 50% of the quantity of the individual items and 50% of the value of original contract in case of works; and2) 50% of the value of goods or services of the original contract.

a) If the procuring entity does not procure any subject matter of procurement or procures less than the quantity specified in the bidding documents due to change in circumstances, the bidder shall not be entitled for any claim or compensation. b) Repeat orders for extra items or additional quantities may be placed on the rates and conditions given in the contract provided that the period is not more than six month from the date of agreement. Delivery or completion period may also be proportionately increased. The limits of repeat order shall be as

As per RFP.


under: - 1) 50% of the quantity of the individual items and 50% of the value of original contract in case of works; and 2) 50% of the value of goods or services of the original contract.These changes were accepted by RISL finance team and department in SDC expansion rfp (refer rfp number # F4.9 (213)/RISL/Tech/MISC/2014/11176 dated 02.03.2015) after multiple deliberations. Request you to amend the clause in the rfp. Above given clause is taken from the SDC expansion rfp.This will help us to have b2b sign off with OEM's else can lead to challenges later, which will impact


by department and the SI partner. Pls include this changes.


105 68 12 Contract Price a) The Contract Price shall be paid as specified in the contract subject to any additions and adjustments thereto, or deductions there from, as may be made pursuant to the Contract.b) Prices charged by the Supplier/ Selected Bidder for the Goods delivered and the Related Services performed under the Contract shall not vary from the prices quoted by the Supplier/ Selected Bidder in its bid, with the exception of any price adjustments authorized in the special conditions of the contract.

The Price offered here is exclusive of taxes, all taxes & duties will be charged extra as per the current rate of taxation in force.We request that any increase in taxes and duties will be passed on to customer.Any change in statutory taxes, duties and levies shall be borne by the department on submission of sufficient documentary proof by Wipro.Request you to mention this explitly for all the vendors to be clear on this point.

Please refer point "a" of clause 14 (Taxes and Duties) of section 6 (titled General Terms and Conditions of Tender and Contract) of the RFP


106 68 13: Recoveries from Supplier/ Selected Bidder

a) Recovery of liquidated damages, short supply, breakage, rejected articles shall be made ordinarily from bills.b) The Purchase Officer shall withhold amount to the extent of short supply, broken/ damaged or for rejected articles unless these are replaced satisfactorily. In case of failure to withhold the amount, it shall be recovered from his dues and performance security deposit available with RISL.c) The balance, if any, shall be demanded from the Supplier/ Selected Bidder and when recovery is not possible, the Purchase Officer shall take recourse to law in force.

a) Recovery of liquidated damages, short supply, breakage, rejected articles shall be madeordinarily from bills.b) The Purchase Officer shall withhold amount to the extent of short supply, broken/ damaged or for rejected articles unless these are replaced satisfactorily. In case of failure to withhold the amount, it shall be recovered from his dues and performance security deposit available under this contract with tendering authority.c) The balance, if any, shall be demanded from the Supplier/ Selected Bidder and when recovery is not possible, the Purchase Officer shall take recourse to law in force.These changes were accepted by RISL finance team and department in SDC expansion rfp (refer rfp number # F4.9 (213)/RISL/Tech/MISC/2014/11176 dated 02.03.2015) after multiple deliberations. Request you to amend the clause in the rfp. Above given clause is taken from the SDC expansion rfp.

As per RFP.


107 68 14: Taxes & Duties a) The TDS, Raj-VAT, Service Tax etc., if applicable, shall be deducted at source/ paid by RISL as per prevailing rates.b) For goods supplied from outside India, the successful/ selected bidder shall be entirely responsible for all taxes, stamp duties, license fees, and other such levies imposed outside the country.c) For goods supplied from within India, the successful/ selected bidder shall be entirely responsible for all taxes, duties, license fees, etc., incurred until delivery of the contracted Goods to the Purchaser.d) If any tax exemptions, reductions, allowances or privileges may be available to the successful/ selected bidder in India, the Purchaser shall use its best efforts to enable the successful/ selected bidder to benefit from any such tax savings to the maximum allowable extent.

The Price offered here is exclusive of taxes, all taxes & duties will be charged extra as per the current rate of taxation in force.We request any increase in taxes and duties will be passed on to customer.Any change in statutory taxes, duties and levies shall be borne by the customer on submission of sufficient documentary proof by Wipro.Request you to mention this explitly for all the vendors to be clear on this point.

Please refer point "a" of clause 14 (Taxes and Duties) of section 6 (titled General Terms and Conditions of Tender and Contract) of the RFP


108 74 27: Extension in Delivery Period and Liquidated Damages

As per RFP Request you to include this. This was included in Bigdata rfp as well. "The maximum amount of liquidated damages shall be 10% of the total value of the items to be supplied in the particular phase."These changes were accepted by RISL finance team and department in Big Data rfp (refer rfp number # F4.3(158)/RISL/Tech/15/7729 dated 15.02.2016). Request you to amend the clause in the rfp. Above given clause is taken from the SDC expansion rfp.

As per RFP.


109 75 28: Authencity of Equipment

a) The selected bidder shall certify (as per Annexure-6) that the supplied goods are brand new,genuine/ authentic, not refurbished, conform to the description and quality as specified in this bidding document and are free from defects in material, workmanship and service.b) If during the contract period, the said goods be discovered counterfeit/ unauthentic or not to conform to the description and qua Purchase Officer in that behalf will be final and conclusive), notwithstanding the fact that thepurchaser may have inspected and/ or approved the said goods, the purchaser will be entitled to reject the said goods or such portion thereof as may be discovered not to conform to the said description and quality, on such rejection the goods will be at the selected bidder’s risk and all the provisions relating to rejection of goods etc., shall apply. The selected bidder

We request to take this declaration from the OEM's also as SI will not be able to give declaration on behalf of them.It is impractical for SI to have view of thie clause, as SI does not have any control over the SI. We understand that this clause is to ensure that nothing goes wrong for department and to ensure that good products are supplied. But it is also important to understand that this declaration has to come from OEM and not SI. Request you to take this declaration from OEM, who actually & legally has to control this.

As per RFP.


shall, if so called upon to do, replace the goods etc., or such portion thereof as is rejected by Purchase Officer, otherwise the selected bidder shall pay such damage as may arise bythe reason of the breach of the condition herein contained. Nothing herein contained shall prejudice any other right of the Purchase Officer in that behalf under this contract or otherwise.c) Goods accepted by the purchaser in terms of the contract shall in no way dilute purchaser’s right to reject the same later, if found deficient in terms of the this clause of the contract.lity aforesaid or have determined (and the decision of the


110 78 31: Limitation of Liability

Except in cases of gross negligence or wilful misconduct: -a) neither party shall be liable to the other party for any indirect or consequential loss or damage, loss of use, loss of production, or loss of profits or interest costs, provided that this exclusion shall not apply to any obligation of the supplier/ selected bidder to pay liquidated damages to the Purchaser; andb) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under the Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract, provided that this limitation shall not apply to the cost of repairing or replacing defective equipment, or to any obligation of the supplier/ selected bidder to indemnify the Purchaser with respect to patent infringement.

Except in cases of gross negligence or wilful misconduct: -a) neither party shall be liable to the other party for any indirect or consequential loss ordamage, loss of use, loss of production, or loss of profits or interest costs, provided that thisexclusion shall not apply to any obligation of the supplier/ selected bidder to pay liquidateddamages to the Purchaser; andb) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under theContract, in tort, or otherwise, shall not exceed the amount specified in the Contract,provided that this limitation shall not apply to the cost of repairing or replacing defectiveequipment, or to any obligation of the supplier/ selected bidder to indemnify the Purchaserwith respect to patent infringement.Request you to remove the strike through line from the rfp.

As per RFP.


111 79 34.a: Termination for Default

a) Termination for Defaulti. The tender sanctioning authority of RISL may, without prejudice to any other remedy for breach of contract, by a written notice of default of at least 30 days sent to the supplier/ selected bidder, terminate the contract in whole or in part: -a. If the supplier/ selected bidder fails to deliver any or all quantities of the service within the time period specified in the contract, or any extension thereof granted by RISL; orb. If the supplier/ selected bidder fails to perform any other obligation under the contract within the specified period of delivery of service or any extension granted thereof; orc. If the supplier/ selected bidder, in the judgement of the Purchaser, is found to be engaged in corrupt, fraudulent, collusive, or coercive practices in competing for or in executing the contract.d. If the supplier/ selected bidder commits breach of any condition of

We request to amend the exisitng clause by giving us atleast 30 days notice period to rectify (Cure period) the issues before giving the 60 days notice period of termination. Without giving cure period it is be injustice to give "Termination Notice".Though we understand that department's intent is to ensure that the issue is resolved but not to terminate, however request you to please mention "30 days" cure period to ensure smooth functioning of project.

As per RFP.


the contract.ii. If RISL terminates the contract in whole or in part, amount of PSD may be forfeited.iii. Before cancelling a contract and taking further action, advice of senior most finance person available in the office and of legal adviser or legal assistant posted in the office, if there is one, may be obtained.iv. As on effective date of termination, Tendering Authority shall pay:a. The unpaid value of all the assets supplied by the Bidder and accepted by the purchaser in accordance with the RFP specifications in order to take over the possession of the assets / application.b. All the services delivered by the Bidder and accepted by the purchaser, theconsideration payable shall be based on service rate as per agreement.


112 80 34.c: Termination for Convenience

i. RISL, by a written notice of at least 30 days sent to the supplier/ selected bidder, 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 Purchaser’s convenience, the extent to which performance of the supplier/ selected bidder under the Contract is terminated, and the date upon which such termination becomes effective.ii. Depending on merits of the case the supplier/ selected bidder may be appropriately compensated on mutually agreed terms for the loss incurred by the contract if any due to such termination.iii. The Goods that are complete and ready for shipment within twenty-eight (28) days after the supplier’s/ selected bidder’s receipt of the Notice of termination shall be accepted by the Purchaser at the Contract terms and

We request to amend the exisitng clause by giving us atleast 30 days notice period to rectify (Cure period) the issues before giving the 60 days notice period of termination. Without giving cure period it is be injustice to give "Termination Notice".Though we understand that department's intent is to ensure that the issue is resolved but not to terminate, however request you to please mention "30 days" cure period to ensure smooth functioning of project.

As per RFP.


prices. For the remaining Goods, the Purchaser may elect:a. To have any portion completed and delivered at the Contract terms and prices; and/or b. To cancel the remainder and pay to the supplier/ selected bidder an agreed amount for partially completed Goods and Related Services and for materials and parts previously procured by the supplier/ selected bidder.iv. As on effective date of termination, Tendering Authority shall pay: a. The unpaid value of all the assets supplied by the Bidder and accepted by the purchaser in accordance with the RFP specifications in order to take over the possession of the assets / application.b. All the services delivered by the Bidder and accepted by the purchaser, theconsideration payable shall be based on service rate as per agreement.


113 88 2.2.e The SLA parameters shall be monitored on a monthly basis as per the individual SLA parameter requirements. However, if the performance of the system/services is degraded significantly at any given point in time during the contract and if the immediate measures are not implemented and issues are not rectified to the complete satisfaction of the RISL or an agency designated by them, then the RISL will have the right to take appropriate disciplinary actions including termination of the contract.

The SLA parameters shall be monitored on a monthly basis as per the individual SLAparameter requirements. However, if the performance of the system/services is degradedsignificantly at any given point in time during the contract and if the immediate measures arenot implemented and issues are not rectified to the complete satisfaction of the RISL or anagency designated by them, then the RISL will have the right to take appropriate disciplinaryactions including termination of the contract.

As per RFP.


114 92 ii: Manpower Penalty As per RFP Maximum applicable penalty shall be 20% of the quarterly billed value. These changes were accepted by RISL finance team and department in Big Data rfp (refer rfp number # F4.3(158)/RISL/Tech/15/7729 dated 15.02.2016) after multiple deliberations. Request you to amend the clause in the rfp. Above given clause is taken from the SDC expansion rfp.

As per RFP.


115 93 point (o): Penalty Cap

Maximum Penalty The penalties on resource replacement shall be capped at 10% of the quarterly contractvalue. However penalty on resource replacement may be waived off subject to the approvalof RISL under the following circumstances:i) Medical Emergencyii) Resignation of deployed resourceThese changes were accepted by RISL finance team and department in Big Data rfp (refer rfp number # F4.3(158)/RISL/Tech/15/7729 dated 15.02.2016) after multiple deliberations. Request you to amend the clause in the rfp. Above given clause is taken from the SDC expansion rfp.



116 Payment Terms As per RFP Paymnet of all hardware & software should be:90% on delivery & 10% of installation.Service payment should quaterly arrear.a. Milestone 1 : Project Kickoff @ 25% b. Milestone 2 : Solution Discovery, Planning, Design & Deploy @ 25%c. Milestone 3 : Integration & UAT @ 15% d. Milestone 4 : Documentation & Go Live @ 15% e. Milestone 5 : Sustenance Support @ 20% O&M should be Quaterly arrear.IT companies cannot finance the project hence it is important to have better cash flow. SI's have to make 100% payment to OEM's maximum within 30 days of invoice and with some even in advance. Department has many clauses in rfp to penalize vendors in terms of LD / penalty / Security deposit. Request department to release 100% payment of both product & softwares in 2 phases (90% against delivery & balance 10% against installation.



117 Additional Clause Additional Clause SNR: Clause not present in RFP

Customer hereby agrees to make the site ready as per the agreed specifications, within the agreed timelines. Customer agrees that Wipro shall not be in any manner be liable for any delay arising out of Customer's failure to make the site ready within the stipulated period, including but not limited to levy of liquidated damages for any delay in performance of Services under the terms of this Agreement. In case the SITE is not ready for a continious period of 30 days, milestone payment related to installation will be released to vendor based on the SNR report, also if there is any additional warranty cost due to continious site not readiness for 30 days, same will be borne by the customer.SI's should not be penalized in case site is not ready and 100% payment should be released to vendor against BG of 10% in case is SNR. Entire project goes for loss, if sites are not ready.

As per RFP.


118 Additional Clause Additional Clause Pass through Warranties: Clause to be added

Since Bidder is acting as a reseller of third products, Bidder shall “pass-through” any and all warranties and indemnities received from the manufacturer or licensor of the products and, to the extent, granted by such manufacturer or licensor, the GoG shall be the beneficiary of such manufacturer’s or licensor’s warranties and indemnities. Further, it is clarified that Bidder shall not provide any additional warranties and indemnities with respect such products.

As per RFP.

119 Additional Clause Additional Clause Savings Clause: Clause to be added

Bidder’s failure to perform its contractual responsibilities, to perform the services, or to meet agreed service levels shall be excused if and to the extent Bidder's performance is effected , delayed or causes non-performance due to GoG's omissions or actions whatsoever.

As per RFP.


120 Additional Clause Additional Clause Deemed Acceptance: Clause to be added

Services and/or deliverables shall be deemed to be fully and finally accepted by GoG in the event when GoG has not submitted its acceptance or rejection response in writing to Bidder within 15 days from the date of installation/commissioning or when GoG uses the Deliverable in its business, whichever occurs earlier. Parties agree that Bidder shall have 15 days time to correct in case of any rejection by Client. This will also help in faster decision.

As per RFP.

121 Additional Clause Additional Clause Risk and Title: Clause not present in RFP

The risk, title and ownership of the products shall be transferred to the customer upon delivery of such products to the customer



122 25 4.1.4 Vii: Coordination with Telecom Service Provider:

Coordination with Telecom Service Provider:a) The SI shall be responsible for coordination and extending necessary support to TSP for ensuring resolution of any reported issue.b) The SI shall be responsible for timely bill payment to the Telecom Service provider on monthly basis against the monthly bill raised by the TSP in the name of purchaser. The bidder shall pay the bills and get the same reimbursed from RISL on actual basis by submitting original receipt of the bill payment. The late fee payment/ penalty (if any) shall be borne by the bidder.

Coordination with Telecom Service Provider:a) The SI shall be responsible for coordinateion and extendeing necessary support to TSP for ensuring resolution of any reported issue.b) The SI shall be responsible for timely bill payment to the Telecom Service provider on monthly basis against the monthly bill raised by the TSP in the name of purchaser. The bidder shall pay the bills and get the same reimbursed from RISL on actual basis by submitting original receipt of the bill payment. The late fee payment/ penalty (if any) shall be borne by the bidder.

As per RFP.


123 26 4.1.5 v: Third Party Audit (TPA)

Based on the audit reports submitted by the TPA, the selected bidder shall make the required changes to the deployed solution and incorporate the suggestions of the auditor at no extra cost.

Upon providing a written notice of 30 days to SI and during normal business hours, Aa third party auditor may be appointed by RISL at its own cost, provided, however, that such third party auditor shall not be a competitor of SI and shall enter into the appropriate confidentiality agreements with SI. The TPA would be selected separately by RISLii. The audit may cover one or more of the following aspects of the project: -· Functional requirement Review· Infrastructure Compliance Review· Penetration testing of the systems and networks (External and Internal)· Application Security Assessment· System Performance Testing/ Monitoring· Review and Assessment of Security Policies· Data Quality Reviewiii. The SI shall be required to share the testing documents and standards with the designated third party wherever applicable/ required.iv. The purchaser may appoint the TPA for the entire project period including the Operation and maintenance period. The TPA may conduct biannual or annual audits as per the decision of RISL.v. Based on the audit reports submittedThe scope of such audit shall, in any case, exclude any financial information of SI and shall be limited to such aspects related to this engagment pertaining to the preceding six (6) months of the date of such audit.Based on the audit reports

As per RFP.


submitted by the TPA, the selected bidder shall make the required changes to the deployed solution and incorporate the suggestions of the auditor at no extra cost, provided it is line with the agreed scope of work. Anything out of the agreed scope, suggested by the auditor shall be incorporated at an extra cost.


124 33 Due payments shall be made promptly by the purchaser, generally within sixty (60) days after submission of an invoice or request for payment by the supplier/ selected bidder, and the purchaser has accepted it.

Due payments shall be made promptly by the purchaser, generally within thirty (30) days after submission of an invoice or request for payment by the supplier/ selected bidder, and the purchaser has accepted it.


125 38 i): Bid Security The Bid security taken from a bidder shall be forfeited, including the interest, if any, in the following cases, namely: -

The Bid security taken from a bidder shall be forfeited, including the interest, if any, in the following cases, provided, however, that such cases are soely attributable to the bidder, namely: -

As per RFP.


126 49 25: Right to vary quantity

If the procuring entity does not procure any subject matter of procurement or procures less than the quantity specified in the bidding documents due to change in circumstances, the bidder shall not be entitled for any claim or compensation. b) Repeat orders for extra items or additional quantities may be placed on the rates and conditions given in the contract (if the original order was given after inviting open competitive Bids). Delivery or completion period may also be proportionately increased. The limits of repeat order shall be as under: - 1) 50% of the quantity of the individual items and 50% of the value of original contract in case of works; and 2) 50% of the value of goods or services of the original contract.

We can accept repeat orders for a limit of 20%. in case of repeat order, if there are any statutory changes including changes in tax on account of change in law, that shall be to customer's account. Exchange rate fluctuations to the tune of 2% of the original base conversion rate shall also affect the prices

As per RFP.


127 52 30: Code of Integrity for bidders

a) No person participating in a procurement process shall act in contravention of the code of integrity prescribed by the State Government.b) The code of integrity include provisions for: -a. Prohibitingi. any offer, solicitation or acceptance of any bribe, reward or gift or any material benefit, either directly or indirectly, in exchange for an unfair advantage in the procurement process or to otherwise influence the procurement process;ii. any omission, including a misrepresentation that misleads or attempts to mislead so as to obtain a financial or other benefit or avoid an obligation;iii. any collusion, bid rigging or anti-competitive behaviour to impair the transparency, fairness and progress of the procurement process;iv. improper use of information shared between the procuring entity and the bidders with an intent to gain unfair advantage in the procurement process or for

a) No person participating in a procurement process shall act in contravention of the code of integrity prescribed by the State Government below.b) The code of integrity include provisions foris as follows: a. Prohibitingi. any offer, solicitation or acceptance of any bribe, reward or gift or any material benefit, either directly or indirectly, in exchange for an unfair advantage in the procurement process or to otherwise influence the procurement process;ii. any willful omission, including a misrepresentation that misleads or attempts to mislead so as to obtain a financial or other benefit or avoid an obligation;iii. any collusion, bid rigging or anti-competitive behaviour to impair the transparency, fairness and progress of the procurement process;iv. improper use of information shared between the procuring entity and the bidders with an intent to gain unfair advantage in the procurement process or for personal gain;v. any financial or business transactions between the bidder and any officer or employee of the procuring entity;vi. any coercion including impairing or harming or threatening to do the same, directly or indirectly, to any party or to its property to influence the procurement process;vii. any obstruction of any investigation or audit of a procurement process;b. disclosure of any conflict of interest which

As per RFP.


personal gain;v. any financial or business transactions between the bidder and any officer or employee of the procuring entity;vi. any coercion including impairing or harming or threatening to do the same, directly or indirectly, to any party or to its property to influence the procurement process;vii. any obstruction of any investigation or audit of a procurement process;b. disclosure of conflict of interest;c. disclosure by the bidder of any previous transgressions with any Government entity in India or any other country during the last three years or of any debarment by any other procuring entity.

could materially afftect this bid;c. disclosure by the bidder of any previous transgressions with any Government entity in India or any other country during the last three years or of any debarment by any other procuring entity.


128 54 31: Interference with the procurement process

A bidder, who: -a) withdraws from the procurement process after opening of financial bids;b) withdraws from the procurement process after being declared the successful bidder;c) fails to enter into procurement contract after being declared the successful bidder;d) fails to provide performance security or any other document or security required in terms of the bidding documents after being declared the successful bidder, without valid grounds,shall, in addition to the recourse available in the bidding document or the contract, be punished with fine which may extend to fifty lakh rupees or ten per cent of the assessed value of procurement, whichever is less.

A bidder, who: -a) withdraws from the procurement process after opening of financial bids;b) withdraws from the procurement process after being declared the successful bidder;c) fails to enter into procurement contract after being declared the successful bidder;d) fails to provide performance security or any other document or security required in terms of the bidding documents after being declared the successful bidder, without valid grounds,shall, in addition to the recourse available in the bidding document or the contract, be punished with fine which may extend to fifty lakh rupees or ten per cent of the assessed value of procurement, whichever is less.

As per RFP.


129 53 c: Code of Integrity for bidders

c) Without prejudice to the provisions below, in case of any breach of the code of integrity by a bidder or prospective bidder, as the case may be, the procuring entity may take appropriate measures including: -a. exclusion of the bidder from the procurement process;b. calling-off of pre-contract negotiations and forfeiture or encashment of bid security;c. forfeiture or encashment of any other security or bond relating to the procurement;d. recovery of payments made by the procuring entity along with interest thereon at bank rate;e. cancellation of the relevant contract and recovery of compensation for loss incurred by the procuring entity;f. debarment of the bidder from participation in future procurements of the procuring entity for a period not exceeding three years.

c) Without prejudice to the provisions below, in case of any breach of the code of integrity by a bidder or prospective bidder, as the case may be, the procuring entity may take appropriate measures including: -a. exclusion of the bidder from the procurement process;b. calling-off of pre-contract negotiations and forfeiture or encashment of bid security;c. forfeiture or encashment of any other security or bond relating to the procurement;d. recovery of payments made by the procuring entity along with interest thereon at bank rate;e. cancellation of the relevant contract and recovery of compensation for loss incurred by the procuring entity;f. debarment of the bidder from participation in future procurements of the procuring entity for a period not exceeding three years.

As per RFP.


130 56 34: Vexatious Appeals & Complaints

Whoever intentionally files any vexatious, frivolous or malicious appeal or complaint under the “The Rajasthan Transparency Public Procurement Act 2012”, with the intention of delaying or defeating any procurement or causing loss to any procuring entity or any other bidder, shall be punished with fine which may extend to twenty lakh rupees or five per cent of the value of procurement, whichever is less.

Whoever intentionally files any vexatious, frivolous or malicious appeal or complaint under the “The Rajasthan Transparency Public Procurement Act 2012”, with the sole proven (i) intention of delaying or defeating any procurement or (ii) causing loss to any procuring entity or any other bidder under this bid, shall be punished with fine which may extend to twenty lakh rupees or five per cent of the value of procurement, whichever is lessdisqualified from this bid.

As per RFP.


131 57 36: Debarment from Bidding

a) A bidder shall be debarred by the State Government if he has been convicted of an offencea. under the Prevention of Corruption Act, 1988 (Central Act No. 49 of 1988); orb. under the Indian Penal Code, 1860 (Central Act No. 45 of 1860) or any other law for the time being in force, for causing any loss of life or property or causing a threat to public health as part of execution of a public procurement contract.b) A bidder debarred under (a) above shall not be eligible to participate in a procurement process of any procuring entity for a period not exceeding three years commencing from the date on which he was debarred.c) If a procuring entity finds that a bidder has breached the code of integrity prescribed in terms of “Code of Integrity for bidders” above, it may debar the bidder for a period not exceeding three years.d) Where the entire bid security or the entire

We request to delete this clause.Penformance is very subjective and it can be also because of department's decision / individuals. Blacklisting should be only on "Corrupt & Fraudulant practices"

As per RFP.


performance security or any substitute thereof, as the case may be, of a bidder has been forfeited by a procuring entity in respect of any procurement process or procurement contract, the bidder may be debarred from participating in any procurement process undertaken by the procuring entity for a period not exceeding three years.e) The State Government or a procuring entity, as the case may be, shall not debar a bidder under this section unless such bidder has been given a reasonable opportunity of being heard.


132 62 7: Governing Law The Contract shall be governed by and interpreted in accordance with the laws of the Rajasthan State/ the Country (India), unless otherwise specified in the contract.

The Contract shall be governed by and interpreted in accordance with the laws of the Rajasthan State/ the Country (India), unless otherwise specified in the contract.. It should be interpreted as mentioned in RFP.

As per RFP.

133 63 8: Scope of supply Unless otherwise stipulated in the Contract, the scope of supply shall include all such items not specifically mentioned in the Contract but that can be reasonably inferred from the Contract as being required for attaining delivery and completion of the goods and related services as if such items were expressly mentioned in the Contract.

Any item not specifically mentioned in the contract, will be charged extra. The BOQ has to be expicitly mentioned

As per RFP.


134 64 14 a): Taxes and duties

The TDS, Raj-VAT, Service Tax etc., if applicable, shall be deducted at source/ paid by RISL as per prevailing rates.

The TDS, Raj-VAT, Service Tax etc., if applicable, shall be deducted at source/ paid by RISL as per prevailing rates. Taxes as applicable shall be charged by bidder and paid by RISL.

As per RFP.


135 65 15: Copyright and Intellectual Propert Rights

The copyright/ IPR in all drawings, design documents, source code and other materials containing data and information furnished to the Purchaser that has been developed/customized by the Selected Bidder for the project herein shall remain vested in the Purchaser, or, if they are furnished to the Purchaser directly or through the Supplier/ Selected Bidder by any third party, including suppliers of materials, the copyright in such materials shall remain vested in such third party."

Excluding the pre-exixting and independently developed intellectual property rights of the Selected Bidder (" Supplier IP") and upon payment of all dues, Tthe copyright/ IPR in all drawings, design documents, source code and other materials containing data and information services and deliverables furnished to the Purchaser that has been developed/customized by the Selected Bidder for the project herein shall remain vested in transfered to the Purchaser, or, if they are furnished to the Purchaser directly or through the Supplier/ Selected Bidder by any third party, including suppliers of materials, the copyright in such materials shall remain vested in such third party. Upon payment of all duesrealted to this RFP, the Selected Bidder shall provide a non-transferable and non-exclusive license to the Purchaser to use such Supplier IP solely for the purpose of the Purhaser's use of the services and the deliverables.

As per RFP.


136 66 16 f: Confidentiality f) The provisions of this clause shall survive completion or termination, for whatever reason, of the Contract.

We request to amend the exisitng clause as below: f) The provisions of this clause shall survive completion or termination, for whatever reason, of the Contract for a period of three years.

As per RFP.

137 66 The supplier/ selected bidder should further warrant that the Goods shall be free from defects arising from any act or omission of the supplier/ selected bidder or arising from design, materials, and workmanship, under normal use in the conditions prevailing in the place of final destination.

The supplier/ selected bidder should further warrant covenant that the Goods shall be free from defects arising from any act or omission of the supplier/ selected bidder or arising from design, materials, and workmanship, under normal use in the conditions prevailing in the place of final destination.

As per RFP.


138 67 20: insurance The goods will be delivered at the destination godown in perfect condition. The Goods supplied under the Contract shall be fully insured against loss by theft, destruction or damage incidental to manufacture or acquisition, transportation, storage, fire, flood, under exposure to weather and delivery at the designated project locations, in accordance with the applicable terms. The insurance charges will be borne by the supplier and Purchaser will not be required to pay such charges if incurred. The goods will be delivered at the FOR destination in perfect condition.

pls confirm that only transit insurance is to be maintained till the place of delivery. Internal review of this clause pending.

As per RFP.


139 69 25: Testing Charges Testing charges shall be borne by the Government. In case, test results showing that supplies are not upto the prescribed standards or specifications, the testing charges shall be payable by the selected bidder.

Testing charges shall be borne by the Government. In case, test results showing that supplies are not upto the prescribed standards or specifications, the testing charges shall be payable by the selected bidder.

As per RFP


140 69 26:Rejection a) Articles not approved during inspection or testing shall be rejected and will have to be replaced by the selected bidder at his own cost within the time fixed by the Purchase Officer. b) If, however, due to exigencies of RISL work, such replacement either in whole or in part, is not considered feasible, the Purchase Officer after giving an opportunity to the selected bidder of being heard shall for reasons to be recorded, deduct a suitable amount from the approved rates. The deduction so made shall be final. c) The rejected articles shall be removed by the supplier/ bidder/ selected bidder within 15 days of intimation of rejection, after which Purchase Officer shall not be responsible for any loss, shortage or damage and shall have the right to dispose of such articles as he thinks fit, at the selected bidder’s risk and on his account.

a) Articles not approved during inspection or testing shall be rejected and will have to be replaced by the selected bidder at his own cost within the time fixed by the Purchase Officer. b) If, however, due to exigencies of RISL work, such replacement either in whole or in part, is not considered feasible, the Purchase Officer after giving an opportunity to the selected bidder of being heard shall for reasons to be recorded, deduct a suitable amount from the approved rates subject to a maximum total aggregate of 3% of the total contract value of the delayed works . The deduction so made shall be final. c) The rejected articles shall be removed by the supplier/ bidder/ selected bidder within 15 days of intimation of rejection, after which Purchase Officer shall not be responsible for any loss, shortage or damage and shall have the right to dispose of such articles as he thinks fit, at the selected bidder’s risk and on his account.

As per RFP.


141 71 27d): Liquidated Damages (LD)

In case of extension in the delivery and/ or installation/ completion/ commissioning period is granted with full liquidated damages, the recovery shall be made on the basis of following percentages of value (including taxes and duties) of goods and/ or service which the supplier/ selected bidder has failed to supply/ install/complete : -:-· delay up to one fourth period of the prescribed delivery period, successful installation and completion of work: 2.5%· delay exceeding one fourth but not exceeding half of the prescribed period, successful installation and completion of work: 5.0%· delay exceeding half but not exceeding three fourth of the prescribed period, successful installation and completion of work: 7.5%· delay exceeding three fourth of the prescribed period, successful installation and completion of work: 10%b) Fraction of a day in reckoning period of

LD clause is too stringent, even if we delay by one or two days, 2.5% penalty will be applicable. Request to revised the LD clause as below- 0.5% per week of the value of the stores delayed. The maximum amount of liquidated damages shall be 10% of the total value of the itemsto be supplied in the particular phase. (This clause was also present in the RISL other rfp's like Big Data, Oracle Exadata, IBM PureApp etc..)Also, levy of LD should be in lieu of all the available remedies available to the Customer.Minimum notice period of 30 days required for canceling the contract.

As per RFP.


delay in supplies shall be eliminated if it is less than half a day.c) The maximum amount of liquidated damages shall be 10% of the contract value.


142 73 30: Patent Indemnity As per RFP Rquest such claims to be limited to only third party claims.

As per RFP.


143 74 31: Limitation of liability

Except in cases of gross negligence or wilful misconduct: -a) neither party shall be liable to the other party for any indirect or consequential loss or damage, loss of use, loss of production, or loss of profits or interest costs, provided that this exclusion shall not apply to any obligation of the supplier/ selected bidder to pay liquidated damages to the Purchaser; andb) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under the Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract, provided that this limitation shall not apply to the cost of repairing or replacing defective equipment, or to any obligation of the supplier/ selected bidder to indemnify the Purchaser with respect to patent infringement.

Except in cases of gross negligence or wilful misconduct: -a) neither party shall be liable to the other party for any indirect or consequential loss or damage, loss of use, loss of production, or loss of profits or interest costs, provided that this exclusion shall not apply to any obligation of the supplier/ selected bidder to pay liquidated damages to the Purchaser; andb) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under the Contract, in tort, or otherwise, shall not exceed 25% of the annual amount specified in the Contract, provided that this limitation shall not apply to the cost of repairing or replacing defective equipment, or to any obligation of the supplier/ selected bidder to indemnify the Purchaser with respect to patent infringement.

As per RFP.


144 76 34 c: Termination for Convenience

Request notice period of 90 days on case of termination for convenience.

As per RFP.

145 ii The selected bidder, if not already done, will transfer all the Software Licenses under the name of the RISL as desired by the procuring entity during the exit management period.

Request department to change the clause as per below: The selected bidder, if not already done, will transfer all the procured Software Licenses under the name of the RISL as desired by the procuring entity during the exit management period.

As per RFP.


146 88 o The maximum total penalty in any quarter (excluding non-availability of deployed manpower/ resources/ personnel) shall not be more than 20% of the total amount due for the quarter beyond which the tendering authority will be free to initiate action as per RFP terms and condition for breach of SLA. The tendering authority may also forfeit the PSD and also debar the SI from bidding (for all types and form of bids) for at least three years in RISL and DoIT&Cp) Penalty of 20% for consecutive two quarters may be treated as breach of contract and RISL may take suitable actions accordingly.

The maximum total penalty in any quarter (excluding non-availability of deployed manpower/ resources/ personnel) shall not be more than 5% of the total amount due for the quarter beyond which the tendering authority will be free to initiate action as per RFP terms and condition for breach of SLA. The tendering authority may also forfeit the PSD and also debar the SI from bidding (for all types and form of bids) for at least three years in RISL and DoIT&Cp) Penalty of 5% for consecutive two quarters may be treated as breach of contract and RISL may take suitable actions accordingly.

As per RFP.


147 98 Annexure 6: UNDERTAKING ON AUTHENTICITY OF COMPUTER EQUIPMENTS

In case, we are found not complying with above at the time of delivery or during installation, for the equipment already billed, we agree to take back the equipment already supplied at our cost and return any amount paid to us by you in this regard and that you will have the right to forfeit our Bid Security/ SD/ PSD for this bid or debar/ black list us or take suitable action against us.

In case, we are found not complying with above at the time of delivery or during installation, for the equipment already billed, we agree to take back the equipment already supplied at our cost and return any amount paid to us by you in this regard and that you will have the right to forfeit our Bid Security/ SD/ PSD for this bid or debar/ black list us or take suitable action against us.

As per RFP.

148 110 Aannexure 9: Draft Agreement Format

As per RFP Request deviations submiited for the RFP document to also apply to this contract draft. This includes deviations for LD, penalty and debarring

As per RFP.


149 SNR Clause not present in RFP Customer hereby agrees to make the site ready as per the agreed specifications, within the agreed timelines. Customer agrees that Wipro shall not be in any manner be liable for any delay arising out of Customer's failure to make the site ready within the stipulated period, including but not limited to levy of liquidated damages for any delay in performance of Services under the terms of this Agreement. In case the SITE is not ready for a continious period of 30 days, milestone payment related to installation will be released to vendor based on the SNR report, also if there is any additional warranty cost due to continious site not readiness for 30 days, same will be borne by the customer

As per RFP.


150 ERV Clause not present in RFP “It is agreed that the price quoted is arrived at based on the exchange rate of 1 USD = INR ___ (“Base Exchange Rate”). In the event the Base Exchange Rate either increases or decreases by percentage points greater than two per cent [2%], the prices shall be charged as per the then current exchange rate.”

As per RFP.


151 Risk and Title Clause not present in RFP Notwithstanding anything to the contrary given elsewhere in the rfp or contract, the risk, title and ownership of the products shall be transferred to the customer upon delivery of such products to the customer site.Request you to please amend the clause as below :All title, risk and ownership of the assets is to be transferred to RISL or its nominated agencies on the day of the successful delivery / installation/ commissioning, whichever is earlier of the supplied items. All expenses occurred during transfer of titleship of assets shall be borne by the selected bidder/authorized partner.This clause was also present in the RISL other rfp's like Big Data, Oracle Exadata, IBM PureApp etc..



152 Pass Through Warranty

Clause not present in RFP Wipro shall “pass-through” any and all warranties and indemnities received from the manufacturer or licensor of the products and, to the extent, granted by such manufacturer or licensor, the Customer shall be the beneficiary of such manufacturer’s or licensor’s warranties and indemnities. Further, it is clarified that Wipro shall not provide any additional warranties and indemnities with respect such products.

As per RFP.

153 Tax Clause not present in RFP Any increase or decrease in the rates of the applicable taxes, duties or any new levy on account of changes in law shall be to the account of Customer.

As per RFP.

154 Saving Clause Clause not present in RFP Wipro’s failure to perform its contractual responsibilities, to perform the services, or to meet agreed service levels shall be excused if and to the extent Wipro performance is effected , delayed or causes non-performance due to Customer's omissions or actions whatsoever.

As per RFP.


155 Change Order Clause not present in RFP Either party may request a change order (“Change Order”) in the event of actual or anticipated change(s) to the agreed scope, Services, Deliverables, schedule, or any other aspect of the Statement of Work/Purchase Order. Wipro will prepare a Change Order reflecting the proposed changes, including the impact on the Deliverables, schedule, and fee. In the absence of a signed Change Order, Wipro shall not be bound to perform any additional services.

As per RFP.

156 Additional Hardware Notwithstanding anything to the contrary in the RFP, any requirement by Purchaser of any additional Hardware under the Agreement shall be provided by the Successful Bidder at an additional cost to Purchaser and the same shall be done through a Change Order.

As per RFP.


157 Upgrades/Enhancements

Notwithstanding anything to the contrary in the RFP, any requirement by Purchaser of any upgrade/enhancement shall be provided by the Successful Bidder at an additional cost to Purchaser and the same shall be done through a Change Order.

As per RFP.

158 Penalty Cap Nothing withstanding anything contained here, including annexures etc, the maximum aggregate penalty against the bidder for all claims, by which ever name so called, shall be limited to 5% of the respective SOW/PO.

As per RFP.

159 NA Bis Submission Date Additional Request We request the department to provide atleast 21 days for bid submission post release of corrigendum. This is needed because it is an integrated solution project where multiple product & software will be in picture and over and above due to the complexity of the bid multiple management approvals will be required. Hence this request

As per RFP.