RajCOMP Info Services Limited (RISL)...RFP for selection of Technology Partner for eMitra _before pre bid Page 1 of 129 Request for Proposal (RFP) Document for Selection of Technology

RFP for selection of Technology Partner for eMitra _before pre bid

Page 1 of 129

Request for Proposal (RFP) Document for

Selection of Technology Partner for eMitra Project on Limited Source Procurement basis.

Reference No. F3.3 (84)/ RISL/Pur/2014/8757 dated: 19.12.2014

Unique Bid No: RISL/2014/LB/24

Mode of Bid Submission Online though eProcurement/ eTendering system at http://eproc.rajasthan.gov.in

Procuring Authority Managing Director, RISL, First Floor, C-Block, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur-302005 (Rajasthan)

Date & Time of Pre-bid meeting 26.12.2014 at 03:00 PM

Last Date & Time of Submission of Bid 19.01.2015 at 03:00 PM

Date & Time of Opening of Techno-commercial Bid

19.01.2015 at 04:00 PM

Bidding Document Fee: Rs.1000/- (Rupees Thousand only)

Name of the Bidding Company/ Firm:

Contact Person (Authorised Bid Signatory):

Correspondence Address:

Mobile No. Telephone & Fax Nos.:

Website & E-Mail:

RajCOMP Info Services Limited (RISL)

First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj.)

Phone: 0141- 5103902 Fax: 0141-2228701

Web: http://risl.rajasthan.gov.in, Email: [email protected]

http://eproc.rajasthan.gov.in/

mailto:[email protected]


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1. ABBREVIATIONS & DEFINITIONS

Act The Rajasthan Transparency in Public Procurement Act, 2012 (Act No.

21 of 2012) and Rules thereto

Authorised

Signatory

The bidder‘s representative/ officer vested (explicitly, implicitly, or through

conduct) with the powers to commit the authorizing organization to a

binding agreement. Also called signing officer/ authority having the Power

of Attorney (PoA) from the competent authority of the respective Bidding

firm.

BG Bank Guarantee

Bid/ eBid A formal offer made in pursuance of an invitation by a procuring entity

and includes any tender, proposal or quotation in electronic format

Bid Security

A security provided to the procuring entity by a bidder for securing the

fulfilment of any obligation in terms of the provisions of the bidding

documents.

Bidder Any person/ firm/ agency/ company/ contractor/ supplier/ vendor

participating in the procurement/ bidding process with the procurement

entity

Bidding Document

Documents issued by the procuring entity, including any amendments

thereto, that set out the terms and conditions of the given procurement

and includes the invitation to bid

CMC Contract Monitoring Committee

Competent Authority An authority or officer to whom the relevant administrative or financial

powers have been delegated for taking decision in a matter relating

to procurement. MD, RISL in this bidding document.

Contract/

Procurement

Contract

A contract entered into between the procuring entity and a successful

bidder concerning the subject matter of procurement

Contract/ Project

Period

The Contract/ Project Period shall commence from the date of Go-live of Phase I till completion of five years of Operations & Maintenance of eMitra Software Solution.

Day A calendar day as per GoR/ GoI.

DoIT&C Department of Information Technology and Communications,

Government of Rajasthan.

GoI/ GoR Govt. of India/ Govt. of Rajasthan

ICT Information and Communication Technology.

IFB

Invitation for Bids (A document published by the procuring entity inviting

Bids relating to the subject matter of procurement and any amendment

thereto and includes notice inviting Bid and request for proposal)

INR Indian Rupee


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ISI Indian Standards Institution

ISO International Organisation for Standardisation

IT Information Technology

ITB Instruction to Bidders

LD Liquidated Damages

LoI Letter of Intent

NIB Notice Inviting Bid

Notification A notification published in the Official Gazette

PAN Permanent Account Number

PBG Performance Bank Guarantee

PC Procurement/ Purchase Committee

PQ Pre-Qualification

Procurement

Process

The process of procurement extending from the issue of invitation to Bid

till the award of the procurement contract or cancellation of the

procurement process, as the case may be

Procurement/ Public

Procurement

The acquisition by purchase, lease, license or otherwise of works, goods

or services, including award of Public Private Partnership projects, by a

procuring entity whether directly or through an agency with which a

contract for procurement services is entered into, but does not include

any acquisition without consideration, and ―procure‖ or ―procured‖ shall

be construed accordingly

Project Site Wherever applicable, means the designated place or places.

PSD/ SD Performance Security Deposit/ Security Deposit

Purchaser/

Tendering Authority/

Procuring Entity

Person or entity that is a recipient of a good or service provided by a

seller (bidder) under a purchase order or contract of sale. Also called

buyer. RISL in this RFP document.

RajSWAN/ RSWAN Rajasthan State Wide Area Network

RISL RajCOMP Info Services Limited

RSDC Rajasthan State Data Centre, New IT Building, Jaipur

RVAT Rajasthan Value Added Tax

Services

Any subject matter of procurement other than goods or works and

includes physical, maintenance, professional, intellectual, consultancy

and advisory services or any service classified or declared as such by a

procuring entity and does not include appointment of any person made by

any procuring entity

SLA

Service Level Agreement is a negotiated agreement between two parties

wherein one is the customer and the other is the service provider. It is a a

service contract where the level of service is formally defined. In practice,


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the term SLA is sometimes used to refer to the contracted delivery time

(of the service) or performance.

SSDG State Services Delivery Gateway

State Government Government of Rajasthan (GoR)

State Public

Procurement Portal http://sppp.raj.nic.in

Subject Matter of

Procurement Any item of procurement whether in the form of goods, services or works

TIN Tax Identification Number

TPA Third Party Auditors

VAT/ CenVAT Value Added Tax/ Central VAT

WO/ PO Work Order/ Purchase Order

http://sppp.raj.nic.in/


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2. INVITATION FOR BID (IFB) & NOTICE INVITING BID (NIB)

Reference No. F3.3 (84)/ RISL/Pur/2014/8757 dated: 19.12.2014

Unique Bid No: RISL/2014/LB/24 This RFP (Stage-2) is hereby issued ONLY to the following bidders who have qualified at the Expression of Interest (EoI) stage (NIB issued vide: F3.3 (84)/ RISL/Pur/2014/4307, dated: 16.07.2014) and are invited to participate in RFP for Selection of Technology Partner for eMitra Project:

1. M/s Mastek Ltd 2. M/s PwC Pvt Ltd 3. M/s Aurionpro Solutions Ltd 4. M/s Wipro Ltd 5. M/s Infinite Computer Solutions (India) Ltd 6. M/s Sify Technologies Ltd

Name & Address of the

Procuring Entity

Name: RajCOMP Info Services Limited (RISL)

Address: First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme,

Jaipur-302005 (Rajasthan)

Name & Address of the

Project Officer In-charge

(POIC)

Name: R K Sharma

Designation: System Analyst (Joint Director)

Address: First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme,

Jaipur-302005 (Rajasthan)

Email: [email protected], [email protected]

Subject Matter of

Procurement Selection of Technology Partner for eMitra Project in Rajasthan

Bid Procedure Two-stage: Two part (envelop) Limited eBid procedure at

http://eproc.rajasthan.gov.in

Bid Evaluation Criteria

(Selection Method) Quality cum Cost Based Selection (QCBS)

Websites for downloading

Bidding Document,

Corrigendum’s, Addendums

etc.

Websites: http://sppp.raj.nic.in, http://eproc.rajasthan.gov.in,

http://www.rajasthan.gov.in, http://risl.rajasthan.gov.in and

http://doitc.rajasthan.gov.in

Bidding document fee: Rs. 1000 (Rupees One Thousand only) in

Cash/ Demand Draft in favour of ―Managing Director, RISL‖ payable at

―Jaipur‖.

RISL Processing Fee: Rs. 1000 (Rupees One Thousand only) in

Demand Draft in favour of ―Managing Director, RISL‖ payable at

―Jaipur‖.

Estimated Procurement

Cost Rs 7,50,00,000 /- (INR Seven Crore Fifty Lakhs only)

Bid Security and Mode of

Payment

Amount (INR): Rs 15,000,00 [Rupees Fifteen Lakhs only].

Mode of Payment: Banker‘s Cheque or Demand Draft or Bank

Guarantee (in specified format), of a Scheduled Bank in favour of

―Managing Director, RISL‖ payable at ―Jaipur‖ or deposit through

eGRAS (https://egras.raj.nic.in/)

Period of Sale of Bidding

Document (Start/ End Date) 19.12.2014 - 19.01.2015

Date/ Time/ Place of Pre-bid

Meeting

Date/ Time: 26.12.2014 at 03:00 PM

Place: Conference Room, Ground Floor, New IT Building, Yojana

Bhawan, C-Scheme, Jaipur

Last date of submitting clarifications requests by the bidder: 01.01.2015




http://sppp.raj.nic.in/


http://www.rajasthan.gov.in/

http://risl.rajasthan.gov.in/

http://doitc.rajasthan.gov.in/

https://egras.raj.nic.in/


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Response to clarifications by procuring entity: 09.01.2015

Manner, Start/ End Date for

the submission of Bids

Manner: Online at eProc website (http://eproc.rajasthan.gov.in)

Start Date: 09.01.2015

End Date: 19.01.2015 till 03:00 PM

Submission of Banker’s Cheque/ Demand Draft for Bidding document Fee, Bid Security, and Processing Fee*

From 11:00 AM onwards on 19.12.2014 and up to 05:00 PM on 19.01.2015

Date/ Time/ Place of

Technical Bid Opening

Date: 19.01.2015

Time: 04:00 PM

Place: RISL, Board Room, First Floor, Yojana Bhawan, C-Block, Tilak

Marg, C-Scheme, Jaipur-302005 (Rajasthan)

Date/ Time/ Place of

Financial Bid Opening Will be intimated later to the Technically qualified bidders

Bid Validity 90 days from the bid submission deadline

Note:

1) Bidder (authorised signatory) shall submit their offer on-line in Electronic formats both for technical and

financial proposal. However, DD for Bidding document Fees, RISL Processing Fees and Bid Security

should be submitted physically at the office of Tendering Authority as prescribed in NIB and scanned

copy of same should also be uploaded along with the techno-commercial Bid/ cover.

2) * In case, any of the bidders fails to physically submit the Banker‘s Cheque/ Demand Draft for Bidding

document Fee, Bid Security, and RISL Processing Fee up to 05:00 PM on 19.01.2015, its Bid shall not

be accepted. The Banker‘s Cheque/ Demand Draft for Bidding document fee, RISL Processing Fee and

Bid Security should be drawn in favour of ―Managing Director, RajCOMP Info Services Ltd.‖ payable at

―Jaipur‖ from any Scheduled Commercial Bank.

3) To participate in online bidding process, Bidders must procure a Digital Signature Certificate (Type III)

as per Information Technology Act-2000 using which they can digitally sign their electronic bids. Bidders

can procure the same from any CCA approved certifying agency, i.e. TCS, Safecrypt, Ncode etc.

Bidders who already have a valid Digital Signature Certificate (DSC) need not procure a new DSC. Also,

bidders must register on http://eproc.rajasthan.gov.in (bidders already registered on

http://eproc.rajasthan.gov.in before 30-09-2011 must register again).

4) RISL will not be responsible for delay in online submission due to any reason. For this, bidders are

requested to upload the complete bid well advance in time so as to avoid 11th hour issues like slow

speed; choking of web site due to heavy load or any other unforeseen problems.

5) Bidders are also advised to refer "Bidders Manual Kit" available at e-Procurement website for further

details about the e-Tendering process.

6) Training for the bidders on the usage of e-Tendering System (e-Procurement) is also being arranged by

DoIT&C, GoR on a regular basis. Bidders interested for training may contact e-Procurement Cell,

DoIT&C for booking the training slot.

Contact No: 0141-4022688 (Help desk 10 am to 6 pm on all working days)

e-mail: [email protected]

Address : e-Procurement Cell, RISL, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur

7) The procuring entity reserves the complete right to cancel the bid process and reject any or all of the

Bids.

8) No contractual obligation whatsoever shall arise from the bidding document/ bidding process unless and

until a formal contract is signed and executed between the procuring entity and the successful bidder.

9) Procurement entity disclaims any factual/ or other errors in the bidding document (the onus is purely on

the individual bidders to verify such information) and the information provided therein are intended only

to help the bidders to prepare a logical bid-proposal.

10) The provisions of RTPPA Act 2012 and Rules thereto shall be applicable for this procurement.

Furthermore, in case of any inconsistency in any of the provisions of this bidding document with the

RTPP Act 2012 and Rules thereto, the later shall prevail.



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3. SCOPE OF WORK, DELIVERABLES & TIMELINES

3A. SCOPE OF WORK

The proposed eMitra software solution should be a comprehensive, hot-pluggable software suite

based on Service-Oriented Architecture. This should include the service-oriented development of

applications and integration of applications and IT systems and processes. This should

externalize and standardize interfaces for building scalable and open invocation frameworks

between various applications of Government of Rajasthan/ other third-party applications.

The solution should have capability where any services like Payment Gateway, the mobile

devices including GPS-enabled handheld devices and other mobile-GIS computing devices for

queries/ reporting and providing day-to-day approvals by competent authorities as per authorized

workflow for different kind of requests; and external entities like bank, departments and others can

invoke this framework by passing the required parameters and specifying the desired output. The

consolidated architecture need to consider all the major processes/ sub processes and should

choose/map all the solution components complying with the specifications mentioned in the

Tender Document. This end-to-end architecture blueprint should be based on SOA Architecture.

The solution should accommodate the exponential growth projections of eMitra by enabling the

architecture to be independent of the technology and the Selected Bidder thereby allowing its

evolution in a ‗plug-and-play‘ environment.

The scope of work broadly covers:

Development of eMitra Software Solution

Operations & Maintenance (O&M) for eMitra Software Solution

3.1) Development of eMitra Software Solution

The selected bidder shall adopt a phase wise approach in implementing the proposed system for

eMitra Software Solution. Modules of eMitra Software Solution have been divided into two phases

(Phase-I & Phase-II) each for the ease and timely Development, User Acceptance Testing and

Go-live. Each phase has a well-defined timeline for completion. Phase wise distribution of

modules is given at Annexure -1.

The selected bidder shall depute the development team (as mentioned at Annexure: 2) onsite at

DoIT&C/ RISL office as per instructions of RISL.


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The eMitra Software Solution developed by the selected bidder shall meet relevant Policies of

DoIT&C and policies specified by DeITY, Government of India for Web application development

and shall be bilingual (English & Hindi) to the extent possible.

3.1.1) Preparation of Detailed Project Plan: The selected bidder shall conduct a detailed

System Study of business processes in coordination with all stakeholders under eMitra

Project, find the gaps in the existing processes and suggest re -engineering of

present processes (if required) and develop a thorough understanding leading to

successful implementation of the Project. The selected bidder shall:

Interact with concerned officials

Review the existing systems & applications

Conduct a detailed study of requirements of eMitra software solution

Understand / assess data migration requirement and strategy

Understand / assess data inputs and outputs requirements

Collecting all input forms, registers and reports formats of eMitra

The selected bidder, after complete study of the project, shall submit a Detailed Project

Plan with timelines for approval by RISL.

3.1.2) Software Requirement Specification (SRS): The selected bidder shall be responsible

for preparation of Software Requirement Specification (SRS) to be developed on the

basis of functional requirements as specified in this RFP. The System Requirement

Specifications (SRS) should be prepared as per the latest version of the IEEE

Standard / Template provided by RISL for drafting the SRS.

The Selected Bidder shall obtain sign-off on SRS from the designated authority

of RISL. The functional requirement specifications stated in the RFP are the indicative

features that the eMitra solution should have. The Selected Bidder shall be

responsible for preparation of detailed Software Requirement Specification (SRS)

based on an independent assessment of the requirements of eMitra and the functional

requirements as specified in this RFP document.

3.1.3) Design & Development of eMitra Software Solution:

The Selected Bidder shall be responsible for Design, Development, Testing and

Deployment of eMitra software solution covering all business processes of eMitra.

Detailed functional requirements and functional design of the eMitra Software

Solution is given in Annexure-4 (Functional Requirement Specifications) of the RFP.

The Selected Bidder shall deliver below listed design documents:

a) Software Design Document: The selected bidder shall be responsible for providing

a software design document containing data, architecture, interface and procedural


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design documents. The document shall also include a brief description of the

following:

Module/Screen/functionality

Classes involved with properties and methods

Database objects—tables, stored procedures, functions, etc

Other Misc objects/business rules involved

b) Database design document containing Conceptual, Logical and Physical Design

elements.

The Selected Bidder shall also maintain a RTM (Requirement Traceability Matrix)

and shall provide the same to RISL, as and when requested for during the entire

contract period. The SI would be required to provide version control and archiving

facility for database and eMitra Software Solution as strict version control is

necessary for legal accountability, and disaster recovery. Versioning should also

allow contributors to know whether team is working with the latest version, and allow

them to merge changes made in separate versions when needed.

3.1.4) Testing, Deployment and Configuration of eMitra Software Solution: The eMitra

software solution shall be hosted on Raj Megh – The Government of Rajasthan cloud

architecture. The Selected Bidder shall be responsible to coordinate with RSDC

operator to host the eMitra Software Solution at RSDC, Jaipur. The selected bidder

shall comply with the policies of RSDC.

The selected bidder, after deployment of eMitra Software Solution, shall request for

sign-off from RISL. RISL after complete testing of the software solution shall provide its

recommendations for Go-ahead/ improvement. The selected bidder shall follow the

improvement cycle till final sign-off by RISL.

3.1.5) Data Migration: The Selected Bidder shall prepare a plan of action for smooth

migration of data from existing databases and application to new application and

database along with preparation of SRS. The Selected Bidder shall migrate the

following data as per instructions of RISL:

a. Complete Transactional data since Apr‘2013 (approx. 20 lakh transactional

records a month including DSC Transactions).

b. Digitally Signed Certificate (DSC) Transactions since Apr‘11 (approx.2 lakh

transactions per month).

c. Master Data (to be feeded by the bidder)


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The Selected Bidder shall ensure 100% accuracy in the migrated data and in case

of any corrections identified by RISL in the migrated data, the same shall be

corrected by the Selected Bidder.

Selected Bidder shall complete the migration of existing data before User Acceptance

Testing (UAT) of the eMitra Software Solution. The Selected Bidder shall submit a MIS

Report approved from designated authority indicating amount of data migrated.

3.1.6) Safe-to-Host: RISL shall get the Safe to Host Certification done for eMitra Software

Solution and provide its recommendations for removal of vulnerabilities or any up-

gradations/ modifications/ enhancements, etc. The Selected Bidder shall coordinate

with the cert-in vendor empanelled with RISL and assist RISL in obtaining the safe-to-

host certification., Also, based on the recommendations of RISL, the selected bidder

shall remove the vulnerabilities identified during the Safe to Host certification and make

necessary changes for improvement/ enhancements/up-gradations/ modifications, etc

at NO extra cost and deploy the eMitra Software Solution at RSDC. The Safe-to-Host

certification shall be obtained on yearly basis. However, RISL may choose to obtain the

certification as per the need.

3.1.7) Assistance to Third Party Auditor (TPA) appointed by RISL: RISL may appoint

Third Party Auditor (TPA) at its own cost to conduct the technical review and audits of

work performed by the Selected Bidder. The Selected Bidder would extend all support

to RISL and shall provide access of the systems as required by TPA for conducting the

audits etc. Gaps/ issues identified by the TPA will be decided mutually between RISL

and the Selected Bidder and shall further be taken up for resolution by the Selected

Bidder at no additional cost.

RISL would be free to conduct such testing‘s at any stage in addition to testing

being done by the service provider. Any changes/ enhancements/ up gradations as a

result of vulnerabilities / security threats identified during testing done by RISL or Safe-

to-Host certification, shall be taken care of by the selected bidder at no extra cost.

3.1.8) User Acceptance Testing (UAT): The selected bidder shall conduct unit and

integration testing at the end before deploying the Software Solution for UAT. The

Selected Bidder shall give a demonstration of different module-wise functionalities

developed after deploying the eMitra Software Solution at RSDC. The selected bidder

shall also thoroughly test the performance of eMitra Software Solution for proper load,

as suggested by RISL. RISL shall conduct functional testing of the Software solution

once the deployment is over.

The selected bidder shall also be responsible for:

Preparation and submission of Test Strategy, test cases and Test Results


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Assist Purchaser in carrying out user acceptance of solution.

Rectifying the eMitra Software Solution for any issues/ bugs reported during

the UAT and submit the report/ testing documents including details of

defects/ bugs/ errors found and corrective actions taken.

Final approval/user acceptance of the eMitra Software Solution shall be

given by RISL. This is the responsibility of the Selected Bidder to

obtain the UAT approval from the RISL.

The selected bidder shall obtain sign-off on UAT for complete emitra Software Solution

from RISL after successful implementation of all the changes based upon

recommendations received from RISL ater safe-to-host/ UAT/ technical audit/ testings,

etc.

3.1.9) Go-live of Software Solution

a. After RISL approves the application software including fixes for any bugs reported

during UAT, the selected bidder shall make it available for Go-live.

b. RISL will be responsible for providing the network connectivity (preferably VPN) to the

Selected Bidder for running the Software Solution. The department will identify the

internet service provider (ISP) for this purpose. The Selected Bidder will facilitate,

integrate and provide all technical support to the department to get required network

connectivity.

c. The Selected Bidder shall integrate the IT Infrastructure and system software and

eMitra software solution. Only after the Go-live of the eMitra Software Solution (Phase-

I), the software solution would be deemed to have been commissioned and enter

into Operations & Maintenance (O&M) for the respective phase.

d. Selected Bidder should provide all related documents viz. user manual (Role wise) as

mentioned in this RFP document.

3.1.10) Training and Handholding Support to various users on application software

a. Training of staff is essential for ensuring that the software developed is actually

put to use. Hence, the selected bidder shall also ensure a proper hands-on

training to the designated end-users of RISL (approx. 20-30 users) on the software

solution developed by it so as to make them well conversant with the functionalities,

features and processes built in the eMitra Software solution.

b. Training shall be conducted at RISL office in Jaipur. Training may be divided into

multiple sessions as per the need and requirement of the project/ application.

Hence, the selected bidder in consultation with RISL shall conduct Training Needs

Analysis in the SRS of all the concerned staff and drawing up a systematic training

plan.


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c. RISL shall identify respective officers/staff involved in various business areas. The

respective officers/staff shall be trained in relevant modules affecting their

business areas. However, the top level officers (eg Unit level Officers) shall be given an

overall training of all the modules.

d. The requisite training infrastructure like training space, computers, projector with

screen, and connectivity to Server shall be provided by RISL.

e. The Selected bidder shall provide training material (role based), language of which

shall be in Hindi and English.

f. The Selected bidder shall ensure that all the training documentation in Hardcopy

and Softcopy is in place (user training, operation procedures, multi-media/ visual

help-kits, etc.).

g. The Selected bidder shall submit details of each training session including

Attendance Record (in Hard Copy).

3.2) OPERATIONS & MAINTENANCE (O&M)

The selected bidder shall provide Operations and Maintenance (O&M) services for eMitra

Software Solution developed, starting from the Go-live date of Phase-I of eMitra Software

Solution.

3.2.1) Deployment of Manpower –

a. The selected Bidder shall deploy the O&M Team (as per Annexure: 2) onsite from the start

of O&M period till the end of contract period.

b. The proposed services shall be normally manned for a period of 9 hours each day (except

Sunday) as per the requirement throughout the year or as decided by the Office of the

Tendering Authority. But in exception condition or in urgency of work, the support might be

required on holidays. The selected bidder shall maintain an attendance register for the

resources deployed.

c. Also, it would be the responsibility of the Selected Bidder to retain the deployed manpower

for the entire Contract/ Project duration or in the event of a resource leaving the

employment with the selected bidder, the same shall be immediately replaced with

another resource of equivalent minimum qualifications and experience. All such events

should be notified prior to RISL in writing and should be in accordance with the SLAs

mentioned in this RFP.

d. The staff provided by the Selected Bidder will perform their duties in accordance with

the instructions given by the designated officers of RISL from time to time. RISL will

examine the qualification, experience etc. of the personnel provided before they are put on

the designated positions. The Selected Bidder has to take approval from RISL for the


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proposed staff before their deployment. RISL has every right to reject the personnel, if the

same is not acceptable, before or after commencement of the awarded work/ project.

e. It is responsibility of the selected bidder to scale up the Operations & Maintenance (O&M)

team as and when required to confirm smooth project execution throughout the duration

3.2.2) New Development and Enhancement: The selected bidder shall be responsible for doing

any kind of new development including:

a. Addition of new services

b. Third-party Application integration

c. Modification/ up-gradation/ enhancement in the Process or functionality to fix some

complex problem requests or defect fixing to upgrade the application performance.

d. Update Web-portal & Application: design & content, layout, colour schema, input

forms, etc.

e. MIS Reports format

The selected bidder shall maintain version control and archives of source code, and web

site content and database.

3.2.3) Managed Services during Operations and Maintenance Period: The selected bidder

shall be responsible for the overall administration, operations, monitoring & maintenance of

the deployed eMitra Software Solution and the Database to ensure the desired uptime and

performance.

a. Performance Monitoring & Enhancement: RISL shall carry out the performance testing

activity (load/ stress/ volume testing) on yearly basis or as per the requirements to ensure

that the application meets the required speed, scalability and stability requirements under

the expected workloads and provide its recommendations. The selected bidder, based on

the recommendations of RISL, shall incorporate changes in the software solution at NO

extra cost, to ensure smooth functioning of the application under varying load

requirements & ensure proper management of:

o Concurrent users

o CPU utilization

o Memory utilization

o Network utilization

RISL may arrange for the security audits of the application through a third party agency on

timely basis. Based on the findings of security audits, the selected bidder will have to

bring in the necessary changes in the application to ensure the compliance of the

security of the application. These changes would have to be conducted by the

selected bidder at no extra cost to RISL. After making such changes, successful

bidder shall have to submit an undertaking stating compliance to the report.


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b. Training & Helpdesk Support (Incident/ Problem Management)

The Training manager deployed by the selected bidder shall be responsible for day-to-

day training, coordination between various stakeholders (system users-LSPs/

departments/ kiosks) on various new services launched, new features/ functionalities

added to the eMitra software Solution, etc. during the entire O&M Period.

The Training manager cum technical writer shall be responsible for preparation of all

training material (in english & hindi) and provide training to the stakeholders on using

the eMitra system for service delivery. The training material would include hard copy

and soft copies of the training material along with multi-media for audio-visual training.

The training resource would also be required to travel to district level offices for

providing traning to the users on eMitra Software solution as per instructions of RISL

and the expenes towards TA/ DA shall be borne by RISL as per Govt. rules.

The Selected Bidder shall design a helpdesk management system (web enabled with

SMS and e-Mail based alert system) for Helpdesk call management and SLA reporting

in the application software through a 24*7 working Helpdesk at DoIT&C/RISL Office,

Jaipur. To setup helpdesk, the selected bidder shall provide three dedicated mobile

telephone connections and connectivity at the Helpdesk.

Help desk should be able to perform:

o Handle teething issues of the departmental users and citizens.

o The Helpdesk persons should be accessible to all users on telephone/ e-mail.

o Reply to the queries/ feedback/ suggestions/ complaints received from all the

stakeholders.

o Maintain a call register for maintaining a log of all the calls received.

The end-users should be allowed to create a ticket for any problem faced by him and

same should be closed by him after the resolution of the problem.

The selected bidder shall depute helpdesk managers who shall be responsible for

overall cordination between various stakehodlers for helping them with any initial level

queries and furher assignment/ escalating the problem to designated authority through

the helpdesk staff.

c. Operations & Maintenance Reports

The Selected Bidder shall have to submit key deliverables during Operations and

Maintenance Period which are mentioned hereunder. However, in addition to the

reports/ deliverables as indicated below, the selected bidder shall prepare and

submit all other required information in the desirable format as notified by the

purchaser related to project.


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The formats for all the reports shall be prepared by the selected bidder and submitted

to the purchaser for approval. The reports submitted by the selected bidder should

strictly be in the approved format only which, if required, may be revised from time to

time.

Operations & Maintenance Reports

S. No.

Activity Deliverable Frequency Time Frame

1 Deployment of Manpower

Attendance Report of Onsite team deployed at eMitra duly approved by designated authority

Quarterly

Within 1 Week of end of each Quarter

2

New development and Enhancement

Development/ Enhancement/ up-gradation/ modification reports along with updated design documents & user manuals

Quarterly


3

Managed Services during Operations and Maintenance Period

Testing reports

Uptime report from EMS indicating uptime and downtime of eMitra Software Solution

Quarterly


Issue Tracker & Log reports of help desk, Call resolved, unresolved and escalated issues.

Consolidated Report on Calls Logged, Resolved and Escalated.

Quarterly


3B. PROJECT DURATION:

The Contract/ Project Period shall commence from the date of Go-live of Phase-I till

completion of five years of Operations & Maintenance of eMitra Software Solution.

3C. ROLES & RESPONSIBILITIES (STAKEHOLDER-WISE)

i. Responsibilities of RISL: Along with overall monitoring of the contract, the role of

RISL in the successful implementation of the solution includes discharging the

following responsibilities:

To identify and appoint senior nodal officer(s) and nodal team for facilitating the

project execution

Coordinate with other government/ non-govt. agencies for their service

integration.

Conduct review meetings at regular intervals to monitor the progress of


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the project.

Provide necessary support during requirement gathering, sharing of manual

templates and explain the functional requirements in detail to the selected

bidder and facilitate in development of functional requirement for SRS.

Review, provide feedback and approve the solution design, software

design, implementation approach, and other technical documents submitted

by the selected bidder.

Co-ordinate with the RSDC and other stakeholders of the project.

To oversee the proposed training plan

Recommendation of change requests to Contract Monitoring Committee with

the finalization of efforts estimation, cost estimation, milestone and payment.

Review and approve the payments to the Selected Bidder as per SLA

Any other help/ assistance/ co-ordination required for the successful

implementation and operations of the work/ project.

Provide space and basic amenities for the onsite development team.

ii. Responsibilities of the selected bidder: As per scope of work defined in this RFP.


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3D. PROJECT DELIVERABLES, MILESTONES & TIME SCHEDULE

Table 3D.1: Deliverable and Time Schedule

S. No.

Scope of Work (I)

Activity /Milestones

(II)

Deliverables (III)

Delivery Schedule (in

days) (IV)

Signing of Agreement between RISL and the selected bidder: T

1 Detailed Project Plan with timelines (.xls)

Project Plan report in .mpp/.xls format

T+ 20

2

Preparation of SRS for eMitra Software Solution (Phase I & Phase II)

SRS Preparation

SRS for eMitra software solution T+30

3 Approval of SRS by RISL T+40

4

eMitra Software Application Development- Phase I

Design of Phase-I of eMitra Software Solution

• Software Design & Architecture Document • Database Design Document

T+45

5 Development of Phase-I of eMitra Software Solution

• Phase-I Software Solution for testing

T+120

6 Beta version Testing

• Report on Beta Testing of the software - Test Strategy, Test cases and Test Results

T+130

7 Data Migration & Final Deployment of Phase-I

• MIS Report indicating amount of data migrated for eMitra Software Solution • Configuration & Deployment document of Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used

T+145

8

Phase-I UAT

• Safe-to-host certificate • Testing report including Test Results • UAT Test cases

T+160

9 • UAT sign-off Certificate by RISL T+170


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S. No.

Scope of Work (I)


(II)

Deliverables (III)


days) (IV)

10 Phase-I Go-live & Training

• Certificate for Go-live by RISL • Technical & Role wise- User manual (with visual help kits) of the application software • Attendance & Training reports

T+180

11

eMitra Software Application Development- Phase II

Design of Phase-II of eMitra Software Solution

• Software Design Document • Database Design Document

T+90

12

Development of Phase-II of eMitra Software Solution

• Phase-II Software Solution for testing

T+170


• Beta Testing Report including test cases and Test Results along with acceptance by RISL on beta testing report

T+180

14 Deployment of Phase-II

• Configuration & Deployment document of Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used

T+190

15

Phase-II UAT


T+200

16 • UAT sign-off Certificate by RISL T+220

17

• Go-live of Phase-II of eMitra Software Solution • Training on Phase-II


T+240


Page 21 of 129


S. No.

Scope of Work (I)


(II)

Deliverables (III)


days) (IV)

18 Operations & Maintenance (O&M)

• Deployment of Manpower • New Development and Enhancement in the eMitra Software Solution • Managed Services during Operations and Maintenance Period

• Attendance Register • Software development enhancement/ up-gradation/ modification reports • Testing reports • Uptime monitoring report from EMS • Issue Tracker/ Call Register/Log reports of help desk • Consolidated Report on Calls Logged, Resolved and Escalated • Updated User Manual of the application software in one hard copy and one soft copy (in DVD) • Updated Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used.

T+240 onwards for 5 years.

Remark: The above mentioned delivery schedule shall be applicable subject to fulfilment of obligations by RISL for respective milestone, wherever applicable. In case of delay in action taken by RISL, same number of days would be added in the delivery period.


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4. INSTRUCTION TO BIDDERS (ITB)

1) Sale of Bidding/ Tender Documents

a) The sale of bidding documents shall be commenced from the date of publication of NIB

and shall be stopped one day prior to the date of opening of Bid. The document shall be

available only to the qualified bidders at the EoI level (as mentioned in Chapter 2 of this

RFP). The complete bidding document shall also be placed on the State Public

Procurement Portal and e-Procurement portal for the pre-qualified bidders only who can

download the bidding document from the websites and pay its price while submitting the

Bid to the procuring entity.

b) The bidding documents shall be made available to pre-qualified (at EoI stage) prospective

bidders who pay the price for it in cash or by bank demand draft, banker's cheque.

2) Pre-bid Meeting/ Clarifications

a) The prospective bidders may, in writing, seek clarifications from the procuring entity in

respect of the bidding documents.

b) A pre-bid conference is also scheduled by the procuring entity as per the details mentioned

in the NIB and to clarify doubts of potential bidders in respect of the procurement and the

records of such conference shall be intimated to all bidders and where applicable, shall be

published on the respective websites.

c) The period within which the bidders may seek clarifications under (a) above and the period

within which the procuring entity shall respond to such requests for clarifications shall be as

under: -

a. Last date of submitting clarifications requests by the bidder: as per NIB/ IFB

b. Response to clarifications by procuring entity: as per NIB/IFB

d) The minutes and response, if any, shall be provided promptly to all bidders to which the

procuring entity provided the bidding documents, so as to enable those bidders to take

minutes into account in preparing their bids, and shall be published on the respective

websites.

3) Changes in the Bidding Document

a) At any time, prior to the deadline for submission of Bids, the procuring entity may for any

reason, whether on its own initiative or as a result of a request for clarification by a bidder,

modify the bidding documents by issuing an addendum in accordance with the provisions

below.

b) In case, any modification is made to the bidding document or any clarification is issued

which materially affects the terms contained in the bidding document, the procuring entity


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shall publish such modification or clarification in the same manner as the publication of the

initial bidding document.

c) In case, a clarification or modification is issued to the bidding document, the procuring

entity may, prior to the last date for submission of Bids, extend such time limit in order to

allow the bidders sufficient time to take into account the clarification or modification, as the

case may be, while submitting their Bids.

d) Any bidder, who has submitted his Bid in response to the original invitation, shall have the

opportunity to modify or re-submit it, as the case may be, within the period of time originally

allotted or such extended time as may be allowed for submission of Bids, when changes

are made to the bidding document by the procuring entity:

Provided that the Bid last submitted or the Bid as modified by the bidder shall be

considered for evaluation.

4) Period of Validity of Bids

a) Bids submitted by the bidders shall remain valid during the period specified in the NIB/

bidding document. A Bid valid for a shorter period shall be rejected by the procuring entity

as non-responsive Bid.

b) Prior to the expiry of the period of validity of Bids, the procuring entity, in exceptional

circumstances, may request the bidders to extend the bid validity period for an

additional specified period of time. A bidder may refuse the request and such refusal shall

be treated as withdrawal of Bid and in such circumstances bid security shall not be

forfeited.

c) Bidders that agree to an extension of the period of validity of their Bids shall extend or get

extended the period of validity of bid securities submitted by them or submit new bid

securities to cover the extended period of validity of their bids. A bidder whose bid security

is not extended, or that has not submitted a new bid security, is considered to have refused

the request to extend the period of validity of its Bid.

5) Format and Signing of Bids

a) Bidders must submit their bids online at e-Procurement portal i.e.

http://eproc.rajasthan.gov.in.

b) All the documents uploaded should be digitally signed with the DSC of authorized

signatory.

c) A Single stage- Two part/ cover system shall be followed for the Bid:-

a. Technical Bid, including fee details & technical documents

b. Financial Bid

d) The technical bid shall consist of the following documents: -



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S. No.

Documents Type Document Format

Fee Details 1. Bidding document Fee (Tender Fee) Proof of submission (PDF) 2. RISL Processing Fee (e-Procurement) Instrument/ Proof of submission

(PDF) 3. Bid Security Instrument/ Proof of submission

(PDF)

Technical Documents 4. All the documents mentioned as per Sub

clause: c of Clause 14 of Chapter 4: ―Technical Evaluation Criteria‖

As per the format mentioned against the respective eligibility criteria clause (PDF)

Other Documents 5. Bid Form As per Annexure-7 (PDF) 6. Bid – Cover Letter On bidder‘s letter head duly

signed by authorized signatory as per Annexure-5 (PDF)

e) Financial bid shall include the following documents: -

S. No.

Documents Type Document Format

1. Financial Bid – Cover Letter On bidder‘s letter head duly signed by authorized signatory as per Annexure-8 (PDF)

2. Financial Bid - Format As per BoQ (.XLS) format available on e-Procurement portal

f) The bidder should ensure that all the required documents, as mentioned in this bidding

document, are submitted along with the Bid and in the prescribed format only. Non-

submission of the required documents or submission of the documents in a different

format/ contents may lead to the rejections of the Bid submitted by the bidder.

6) Cost & Language of Bidding

a) The Bidder shall bear all costs associated with the preparation and submission of its Bid,

and the procuring entity shall not be responsible or liable for those costs, regardless of the

conduct or outcome of the bidding process.

b) The Bid, as well as all correspondence and documents relating to the Bid exchanged by

the Bidder and the procuring entity, shall be written only in English Language. Supporting

documents and printed literature that are part of the Bid may be in another language

provided they are accompanied by an accurate translation of the relevant passages in

English/ Hindi language, in which case, for purposes of interpretation of the Bid, such

translation shall govern.


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7) Alternative/ Multiple Bids

Alternative/ Multiple Bids shall not be considered at all.

8) Bid Security

Every bidder, if not exempted, participating in the procurement process will be required to

furnish the bid security as specified in the NIB.

a) In lieu of bid security, a bid securing declaration shall be taken from Departments of the

State Government, Undertakings, Corporations, Autonomous bodies, Registered Societies

and Cooperative Societies which are owned or controlled or managed by the State

Government and Government Undertakings of the Central Government.

b) Bid security instrument or cash receipt of bid security or a bid securing declaration shall

necessarily accompany the technical bid.

c) Bid security of a bidder lying with the procuring entity in respect of other bids awaiting

decision shall not be adjusted towards bid security for the fresh bids. The bid security

originally deposited may, however, be taken into consideration in case bids are re-invited.

d) The bid security may be given in the form of a banker‘s cheque or demand draft or bank

guarantee, in specified format, of a scheduled bank or deposited through eGRAS. The bid

security must remain valid thirty days beyond the original or extended validity period of the

bid.

e) The issuer of the bid security and the confirmer, if any, of the bid security, as well as the

form and terms of the bid security, must be acceptable to the procuring entity.

f) Prior to presenting a submission, a bidder may request the procuring entity to confirm the

acceptability of proposed issuer of a bid security or of a proposed confirmer, if required.

The procuring entity shall respond promptly to such a request.

g) The bank guarantee presented as bid security shall be got confirmed from the concerned

issuing bank. However, the confirmation of the acceptability of a proposed issuer or of any

proposed confirmer does not preclude the procuring entity from rejecting the bid security

on the ground that the issuer or the confirmer, as the case may be, has become insolvent

or has otherwise ceased to be creditworthy.

h) The bid security of unsuccessful bidders shall be refunded soon after final acceptance of

successful bid and signing of Agreement and submitting performance security.

i) The Bid security taken from a bidder shall be forfeited, including the interest, if any, in the

following cases, namely: -

a. when the bidder withdraws or modifies its bid after opening of bids;

b. when the bidder does not execute the agreement, if any, after placement of supply/

work order within the specified period;

c. when the bidder fails to deliver the services or execute work as per LoI/ work order

within the time specified;


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d. when the bidder does not deposit the performance security within specified period after

the supply/ work order is placed; and

e. if the bidder breaches any provision of code of integrity, prescribed for bidders,

specified in the bidding document.

j) Notice will be given to the bidder with reasonable time before bid security deposited is

forfeited.

k) No interest shall be payable on the bid security.

l) In case of the successful bidder, the amount of bid security may be adjusted in arriving at

the amount of the Performance Security, or refunded if the successful bidder furnishes the

full amount of performance security.

m) The procuring entity shall promptly return the bid security after the earliest of the following

events, namely:-

a. the expiry of validity of bid security;

b. the execution of agreement for procurement and performance security is furnished by

the successful bidder;

c. the cancellation of the procurement process; or

d. the withdrawal of bid prior to the deadline for presenting bids, unless the bidding

documents stipulate that no such withdrawal is permitted.

9) Deadline for the submission of Bids

a) Bids shall be received online at e-Procurement portal and up to the time and date specified

in the NIB/ IFB.

b) Normally, the date of submission and opening of Bids would not be extended. In

exceptional circumstances or when the bidding document are required to be substantially

modified as a result of discussions in pre-bid meeting/ conference or otherwise and the

time with the prospective bidders for preparation of Bids appears insufficient, the date may

be extended by the procuring entity. In such case the publicity of extended time and date

shall be given in the manner, as was given at the time of issuing the original NIB and shall

also be placed on the State Public Procurement Portal, if applicable. It would be ensured

that after issue of corrigendum, reasonable time is available to the bidders for preparation

and submission of their Bids. The procuring entity shall also publish such modifications in

the bidding document in the same manner as the publication of initial bidding document. If,

in the office of the Bids receiving and opening authority, the last date of submission or

opening of Bids is a non-working day, the Bids shall be received or opened on the next

working day.

10) Withdrawal, Substitution, and Modification of Bids


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a) If permitted on e-Procurement portal, a Bidder may withdraw its Bid or re-submit its Bid

(technical and/ or financial cover) as per the instructions/ procedure mentioned at e-

Procurement website under the section "Bidder's Manual Kit".

b) Bids withdrawn shall not be opened and processes further.

11) Opening of Bids

a) The Bids shall be opened by the bid opening & evaluation committee on the date and time

mentioned in the NIB in the presence of the bidders or their authorised representatives

who choose to be present.

b) The committee may co-opt experienced persons in the committee to conduct the process

of Bid opening.

c) The committee shall prepare a list of the bidders or their representatives attending the

opening of Bids and obtain their signatures on the same. The list shall also contain the

representative‘s name and telephone number and corresponding bidders‘ names and

addresses. The authority letters, if any, brought by the representatives shall be attached to

the list. The list shall be signed by all the members of Bid opening committee with date and

time of opening of the Bids.

d) All the documents comprising of techno-commercial Bid/ cover shall be opened &

downloaded from the e-Procurement website (only for the bidders who have submitted the

prescribed fee(s) to RISL).

e) The committee shall conduct a preliminary scrutiny of the opened Bids to assess the

prima-facie responsiveness and ensure that the: -

a. bid is accompanied by bidding document fee, bid security or bid securing declaration,

and processing fee (if applicable);

b. bid is valid for the period, specified in the bidding document;

c. bid is unconditional and the bidder has agreed to give the required performance

security; and

d. other conditions, as specified in the bidding document are fulfilled.

e. any other information which the committee may consider appropriate.

f) No Bid shall be rejected at the time of Bid opening except the Bids not accompanied with

the proof of payment or instrument of the required price of bidding document, processing

fee and bid security.

g) The Financial Bid cover shall be kept unopened and shall be opened later on the date and

time intimated to the bidders who qualify in the evaluation of technical Bids.


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12) Selection Method:

a) The selection method is Quality cum Cost Based Selection (QCBS). Eligible bidders have

to score at least 70 marks to be considered technically qualified.

13) Clarification of Bids

a) To assist in the examination, evaluation, comparison and qualification of the Bids, the bid

evaluation committee may, at its discretion, ask any bidder for a clarification regarding its

Bid. The committee's request for clarification and the response of the bidder shall be

through the e-Procurement portal.

b) Any clarification submitted by a bidder with regard to its Bid that is not in response to a

request by the committee shall not be considered.

c) No change in the prices or substance of the Bid shall be sought, offered, or permitted,

except to confirm the correction of arithmetic errors discovered by the committee in the

evaluation of the financial Bids.

d) No substantive change to qualification information or to a submission, including changes

aimed at making an unqualified bidder, qualified or an unresponsive submission,

responsive shall be sought, offered or permitted.

14) Evaluation & Tabulation of Technical Bids

a) Determination of Responsiveness

a. The bid evaluation committee shall determine the responsiveness of a Bid on the basis

of bidding document and the provisions of pre-qualification/ eligibility criteria of the

bidding document.

b. A responsive Bid is one that meets the requirements of the bidding document without

any material deviation, reservation, or omission where: -

i. ―deviation‖ is a departure from the requirements specified in the bidding document;

ii. ―reservation‖ is the setting of limiting conditions or withholding from complete

acceptance of the requirements specified in the bidding document; and

iii. ―Omission‖ is the failure to submit part or all of the information or documentation

required in the bidding document.

c. A material deviation, reservation, or omission is one that,

i. if accepted, shall:-

1. affect in any substantial way the scope, quality, or performance of the subject

matter of procurement specified in the bidding documents; or

2. limits in any substantial way, inconsistent with the bidding documents, the

procuring entity‘s rights or the bidder‘s obligations under the proposed contract;

or


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ii. if rectified, shall unfairly affect the competitive position of other bidders presenting

responsive Bids.

d. The bid evaluation committee shall examine the technical aspects of the Bid in

particular, to confirm that all requirements of bidding document have been met without

any material deviation, reservation or omission.

e. The procuring entity shall regard a Bid as responsive if it conforms to all requirements

set out in the bidding document, or it contains minor deviations that do not materially

alter or depart from the characteristics, terms, conditions and other requirements set

out in the bidding document, or if it contains errors or oversights that can be corrected

without touching on the substance of the Bid.

b) Non-material Non-conformities in Bids

a. The bid evaluation committee may waive any non-conformities in the Bid that do not

constitute a material deviation, reservation or omission, the Bid shall be deemed to be

substantially responsive.

b. The bid evaluation committee may request the bidder to submit the necessary

information or document like audited statement of accounts/ CA Certificate,

Registration Certificate, VAT/ CST clearance certificate, ISO/ CMMi Certificates, etc.

within a reasonable period of time. Failure of the bidder to comply with the request

may result in the rejection of its Bid.

c. The bid evaluation committee may rectify non-material nonconformities or omissions on

the basis of the information or documentation received from the bidder under (b)

above.

c) Technical Evaluation Criteria

As a part of Technical qualification process, the bidders shall be required to make a detailed

presentation (as per scheule communicated by RISL after technical bid opening) about their

understanding of eMitra Project, existing implementation structure, approach & methodology

proposed for carrying out the said assignment, proposed eMitra Software Solution Architecture &

Execution Strategy, etc., as per below mentioned minimum Technical Qualification criteria. The

Tendering Authority will carry out a detailed evaluation of the bids as per Technical

Qualification Criteria mentioned in this RFP on the basis of documentation enclosed in the bid &

Presentations made by the prospective bidders.


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Table. 4.1: Technical Qualification Criteria

S.No Technical Qualification Criteria Max Marks

Documents required

1. Project Understanding and Approach & Methodology proposed for carrying out the said assignment

10 Hard Copy of presenattion & a document (max 10 pages) detailing the Technical qualification criteria mentioned at S. No 1 & 2 of Table 4.1

2.

Proposed eMitra Software Solution Architecture & Execution Strategy including Team Deployment, implementation plan with timelines, training plan, support activities, etc. to meet project requirements & differential initiatives by the prospective bidder for customer satisfaction.

30

3.

Resource Deployment Plan for eMitra Software Solution Development Team (Project Manager, Team Lead, Test Lead, System Administrator, Database Administrator) - Profiles & Deployment Strategy; as

per qualifications mentioned in the Scope of Work under this RFP

60

Document detailing the resource deployment plan along with CV‘s of proposed resources

Scoring shall be done by technical committee based on the technical presentation for the above

mentioned Technical Qualification Criteria (Table 4.1) to be given by Project Manager (may also

call Team Lead, Test Lead, Database Administrator) proposed to be deployed on the project &

technical proposal submitted by them. Please note that technical presentation should be in-line

with their technical proposal. In case of discrepancy the proposal may be rejected.

Marking for a given criteria may be given based upon sufficient proof towards said criteria or

based on demonstration of the same in the presentation.

Only bidders who score at-least 70 marks shall be termed as technically qualified and would be

eligible for opening of financial bids.

In case of contract being awarded to a prospective bidder, the resouces proposed by the bidder

during technical presentation for deployment under the said project shall essentially become the

part of project development team.

d) Tabulation of Technical Bids

a. If Technical Bids have been invited, they shall be tabulated by the bid evaluation

committee in the form of a comparative statement to evaluate the qualification of the

bidders against the criteria for qualification set out in the bidding document.

b. The members of bid evaluation committee shall give their recommendations below the

table as to which of the bidders have been found to be qualified in evaluation of

Technical Bids and sign it.


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e) The number of firms qualified in technical evaluation, if less than three and it is considered

necessary by the procuring entity to continue with the procurement process, reasons shall

be recorded in writing and included in the record of the procurement proceedings.

f) The bidders who qualified in the technical evaluation shall be informed in writing about the

date, time and place of opening of their financial Bids..

15) Evaluation & Tabulation of Financial Bids

Subject to the provisions of ―Acceptance of Successful Bid and Award of Contract‖ below, the

procuring entity shall take following actions for evaluation of financial Bids:-

a) The financial Bids of the bidders who qualify in technical evaluation shall be opened online

at the notified time, date and place by the bid evaluation committee in the presence of the

bidders or their representatives who choose to be present;

b) the process of opening of the financial Bids shall be similar to that of technical Bids.

c) the names of the bidders, the rates given by them and conditions put, if any, shall be read

out and recorded;

d) conditional Bids are liable to be rejected;

e) the evaluation shall include all costs and all taxes and duties applicable to the bidder as

per law of the Central/ State Government/ Local Authorities, and the evaluation criteria

specified in the bidding documents shall only be applied;

f) the offers shall be evaluated and marked L1, L2, L3 etc. L1 being the lowest offer and then

others in ascending order in case price is the only criteria, or evaluated and marked H1,

H2, H3 etc. in descending order.

g) the bid evaluation committee shall prepare a comparative statement in tabular form in

accordance with rules along with its report on evaluation of financial Bids and recommend

the lowest offer for acceptance to the procuring entity, if price is the only criterion, or most

advantageous Bid in other case;

h) The members of bids evaluation committee shall give their recommendations below the

table regarding lowest Bid or most advantageous Bid and sign it.

i) it shall be ensured that the offer recommended for sanction is justifiable looking to the

prevailing market rates of the goods, works or service required to be procured.

16) Correction of Arithmetic Errors in Financial Bids

The bid evaluation committee shall correct arithmetical errors in substantially responsive Bids,

on the following basis, namely: -

a) if there is a discrepancy between the unit price and the total price that is obtained by

multiplying the unit price and quantity, the unit price shall prevail and the total price shall

be corrected, unless in the opinion of the bid evaluation committee there is an obvious

misplacement of the decimal point in the unit price, in which case the total price as quoted

shall govern and the unit price shall be corrected;


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b) if there is an error in a total corresponding to the addition or subtraction of subtotals, the

subtotals shall prevail and the total shall be corrected; and

c) if there is a discrepancy between words and figures, the amount in words shall prevail,

unless the amount expressed in words is related to an arithmetic error, in which case the

amount in figures shall prevail subject to clause (a) and (b) above.

17) Comparison of rates of firms outside and those in Rajasthan

While tabulating the financial Bids of those firms which are not entitled to price preference, the

element of Rajasthan Value Added Tax (RVAT) shall be excluded from the rates quoted by the

firms of Rajasthan and the element of Central Sales Tax (CST) shall be included in the rates of

firms from outside Rajasthan for financial bid evaluation purpose.

18) Price/ purchase preference in evaluation

Price and/ or purchase preference notified by the State Government (GoR) and as mentioned

in the bidding document shall be considered in the evaluation of Bids and award of contract.

19) Negotiations

a) Except in case of procurement by method of single source procurement or procurement by

competitive negotiations, to the extent possible, no negotiations shall be conducted after

the pre-bid stage. All clarifications needed to be sought shall be sought in the pre-bid stage

itself.

b) Negotiations may, however, be undertaken only with the lowest or most advantageous

bidder when the rates are considered to be much higher than the prevailing market rates.

c) The bid evaluation committee shall have full powers to undertake negotiations. Detailed

reasons and results of negotiations shall be recorded in the proceedings.

d) The lowest or most advantageous bidder shall be informed in writing either through

messenger or by registered letter and e-mail (if available). A minimum time of seven days

shall be given for calling negotiations. In case of urgency the bid evaluation committee,

after recording reasons, may reduce the time, provided the lowest or most advantageous

bidder has received the intimation and consented to regarding holding of negotiations.

e) Negotiations shall not make the original offer made by the bidder inoperative. The bid

evaluation committee shall have option to consider the original offer in case the bidder

decides to increase rates originally quoted or imposes any new terms or conditions.

f) In case of non-satisfactory achievement of rates from lowest or most advantageous bidder,

the bid evaluation committee may choose to make a written counter offer to the lowest or

most advantageous bidder and if this is not accepted by him, the committee may decide to

reject and re-invite Bids or to make the same counter-offer first to the second lowest or

most advantageous bidder, then to the third lowest or most advantageous bidder and so on

in the order of their initial standing and work/ supply order be awarded to the bidder who

accepts the counter-offer. This procedure would be used in exceptional cases only.


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g) In case the rates even after the negotiations are considered very high, fresh Bids shall be

invited.

20) Exclusion of Bids/ Disqualification

a) A procuring entity shall exclude/ disqualify a Bid, if: -

a. the information submitted, concerning the qualifications of the bidder, was false or

constituted a misrepresentation; or

b. the information submitted, concerning the qualifications of the bidder, was materially

inaccurate or incomplete; and

c. the bidder is not qualified as per pre-qualification/ eligibility criteria mentioned in the

bidding document;

d. the Bid materially departs from the requirements specified in the bidding document or it

contains false information;

e. the bidder, submitting the Bid, his agent or any one acting on his behalf, gave or

agreed to give, to any officer or employee of the procuring entity or other governmental

authority a gratification in any form, or any other thing of value, so as to unduly

influence the procurement process;

f. a bidder, in the opinion of the procuring entity, has a conflict of interest materially

affecting fair competition.

b) A Bid shall be excluded/ disqualified as soon as the cause for its exclusion/ disqualification

is discovered.

c) Every decision of a procuring entity to exclude a Bid shall be for reasons to be recorded in

writing and shall be: -

a. communicated to the concerned bidder in writing;

b. published on the State Public Procurement Portal, if applicable.

21) Acceptance of the successful Bid and award of contract

a) The procuring entity after considering the recommendations of the bid evaluation

committee and the conditions of Bid, if any, financial implications, trials, sample testing and

test reports, etc., shall accept or reject the successful Bid. If any member of the bid

evaluation committee, has disagreed or given its note of dissent, the matter shall be

referred to the next higher authority, as per delegation of financial powers, for decision.

b) Decision on Bids shall be taken within original validity period of Bids and time period

allowed to procuring entity for taking decision. If the decision is not taken within the original

validity period or time limit allowed for taking decision, the matter shall be referred to the

next higher authority in delegation of financial powers for decision.

c) Before award of the contract, the procuring entity shall ensure that the price of successful

Bid is reasonable and consistent with the required quality.


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d) A Bid shall be treated as successful only after the competent authority has approved the

procurement in terms of that Bid.

e) The procuring entity shall award the contract to the bidder whose offer has been

determined to be the lowest or most advantageous in accordance with the evaluation

criteria set out in the bidding document and if the bidder has been determined to be

qualified to perform the contract satisfactorily on the basis of qualification criteria fixed for

the bidders in the bidding document for the subject matter of procurement.

f) Prior to the expiration of the period of bid validity, the procuring entity shall inform the

successful bidder, in writing, that its Bid has been accepted.

g) As soon as a Bid is accepted by the competent authority, its written intimation shall be sent

to the concerned bidder by registered post or email and asked to execute an agreement in

the format given in the bidding documents on a non-judicial stamp of requisite value and

deposit the amount of performance security or a performance security declaration, if

applicable, within a period specified in the bidding documents or where the period is not

specified in the bidding documents then within fifteen days from the date on which the

letter of acceptance or letter of intent is dispatched to the bidder.

h) If the issuance of formal letter of acceptance is likely to take time, in the meanwhile a Letter

of Intent (LOI) may be sent to the bidder. The acceptance of an offer is complete as soon

as the letter of acceptance or letter of intent is posted and/ or sent by email (if available) to

the address of the bidder given in the bidding document. Until a formal contract is

executed, the letter of acceptance or LOI shall constitute a binding contract.

i) The bid security of the bidders who‘s Bids could not be accepted shall be refunded soon

after the contract with the successful bidder is signed and its performance security is

obtained.

22) Information and publication of award

Information of award of contract shall be communicated to all participating bidders and

published on the respective website(s) as specified in NIB.

23) Procuring entity’s right to accept or reject any or all Bids

The Procuring entity reserves the right to accept or reject any Bid, and to annul (cancel) the

bidding process and reject all Bids at any time prior to award of contract, without thereby

incurring any liability to the bidders.

24) Right to vary quantity

a) At the time of award of contract, the quantity of goods, works or services originally

specified in the bidding documents may be increased, but such increase shall not exceed


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50% of the quantity specified in the bidding documents. It shall be without any change in

the unit prices or other terms and conditions of the Bid and the bidding documents.

b) 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.

c) Repeat orders for extra items or additional quantities may be placed on the rates and

conditions given in the contract. Delivery or completion period may also be proportionately

increased. The limits of repeat order shall be as under: -

a. 50% of the quantity of the individual items and 50% of the value of original contract in

case of works; and

b. 50% of the value of goods or services of the original contract.

25) Performance Security

a) Prior to execution of agreement, Performance security shall be solicited from all successful

bidders except the departments of the State Government and undertakings, corporations,

autonomous bodies, registered societies, co-operative societies which are owned or

controlled or managed by the State Government and undertakings of the Central

Government. However, a performance security declaration shall be taken from them. The

State Government may relax the provision of performance security in particular

procurement or any class of procurement.

b) The amount of performance security shall be 5% of the amount of supply order in case of

procurement of goods and services.

c) Performance security shall be furnished in any one of the following forms: -

a. deposit though eGRAS;

b. Bank Draft or Banker's Cheque of a scheduled bank;

c. National Savings Certificates and any other script/ instrument under

National Savings Schemes for promotion of small savings issued by a Post Office

in Rajasthan, if the same can be pledged under the relevant rules. They shall be

accepted at their surrender value at the time of bid and formally transferred in the

name of procuring entity with the approval of Head Post Master;

d. Bank guarantee/s of a scheduled bank. It shall be got verified from the issuing

bank. Other conditions regarding bank guarantee shall be same as mentioned in

the bidding document for bid security;

e. Fixed Deposit Receipt (FDR) of a scheduled bank. It shall be in the name of

procuring entity on account of bidder and discharged by the bidder in advance. The

procuring entity shall ensure before accepting the FDR that the bidder furnishes an

undertaking from the bank to make payment/ premature payment of the FDR on

demand to the procuring entity without requirement of consent of the bidder


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concerned. In the event of forfeiture of the performance security, the Fixed Deposit

shall be forfeited along with interest earned on such Fixed Deposit.

d) Performance security furnished in the form specified in clause [b.] to [e.] of (c) above shall

remain valid for a period of 60 days beyond the date of completion of all contractual

obligations of the bidder, including warranty obligations and maintenance and defect

liability period.

e) Forfeiture of Security Deposit: Security amount in full or part may be forfeited, including

interest, if any, in the following cases:-

a. When any terms and condition of the contract is breached.

b. When the bidder fails to make complete supply satisfactorily.

c. if the bidder breaches any provision of code of integrity, prescribed for bidders,

specified in the bidding document.

f) Notice will be given to the bidder with reasonable time before PSD deposited is forfeited.

g) No interest shall be payable on the PSD.

26) Execution of agreement

a) A procurement contract shall come into force from the date on which the letter of

acceptance or letter of intent is despatched to the bidder.

b) The successful bidder shall sign the procurement contract within 15 days from the date on

which the letter of acceptance or letter of intent is despatched to the successful bidder.

c) If the bidder, who‘s Bid has been accepted, fails to sign a written procurement contract or

fails to furnish the required performance security within specified period, the procuring

entity shall take action against the successful bidder as per the provisions of the bidding

document and Act. The procuring entity may, in such case, cancel the procurement

process or if it deems fit, offer for acceptance the rates of lowest or most advantageous

bidder to the next lowest or most advantageous bidder, in accordance with the criteria and

procedures set out in the bidding document.

d) The bidder will be required to execute the agreement on a non-judicial stamp of specified

value at its cost and to be purchase from anywhere in Rajasthan only.

27) Confidentiality

a) Notwithstanding anything contained in this bidding document but subject to the provisions

of any other law for the time being in force providing for disclosure of information, a

procuring entity shall not disclose any information if such disclosure, in its opinion, is likely

to: -

a. impede enforcement of any law;

b. affect the security or strategic interests of India;

c. affect the intellectual property rights or legitimate commercial interests of bidders;


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d. affect the legitimate commercial interests of the procuring entity in situations that may

include when the procurement relates to a project in which the procuring entity is to

make a competitive bid, or the intellectual property rights of the procuring entity.

b) The procuring entity shall treat all communications with bidders related to the procurement

process in such manner as to avoid their disclosure to competing bidders or to any other

person not authorised to have access to such information.

c) The procuring entity may impose on bidders for fulfilling the terms of the procurement

contract, conditions aimed at protecting information, the disclosure of which violates (a)

above.

d) In addition to the restrictions specified above, the procuring entity, while procuring a

subject matter of such nature which requires the procuring entity to maintain confidentiality,

may impose condition for protecting confidentiality of such information.

28) Cancellation of procurement process

a) If any procurement process has been cancelled, it shall not be reopened but it shall not

prevent the procuring entity from initiating a new procurement process for the same subject

matter of procurement, if required.

b) A procuring entity may, for reasons to be recorded in writing, cancel the process of

procurement initiated by it -

a. at any time prior to the acceptance of the successful Bid; or

b. after the successful Bid is accepted in accordance with (d) and (e) below.

c) The procuring entity shall not open any bids or proposals after taking a decision to cancel

the procurement and shall return such unopened bids or proposals.

d) The decision of the procuring entity to cancel the procurement and reasons for such

decision shall be immediately communicated to all bidders that participated in the

procurement process.

e) If the bidder who‘s Bid has been accepted as successful fails to sign any written

procurement contract as required, or fails to provide any required security for the

performance of the contract, the procuring entity may cancel the procurement process.

f) If a bidder is convicted of any offence under the Act, the procuring entity may: -

a. cancel the relevant procurement process if the Bid of the convicted bidder has been

declared as successful but no procurement contract has been entered into;

b. rescind (cancel) the relevant contract or forfeit the payment of all or a part of the

contract value if the procurement contract has been entered into between the procuring

entity and the convicted bidder.

29) 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.


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b) The code of integrity include provisions for: -

a. Prohibiting

i. 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 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 entity in India or any

other country during the last three years or of any debarment by any other procuring

entity.

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.

30) Interference with 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;


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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.

31) Appeals

a) Subject to ―Appeal not to lie in certain cases‖ below, if any bidder or prospective bidder is

aggrieved that any decision, action or omission of the procuring entity is in

contravention to the provisions of the Act or the rules or guidelines issued thereunder, he

may file an appeal to such officer of the procuring entity, as may be designated by it for the

purpose, within a period of 10 days from the date of such decision or action, omission, as

the case may be, clearly giving the specific ground or grounds on which he feels

aggrieved:

a. Provided that after the declaration of a bidder as successful in terms of ―Award of

Contract‖, the appeal may be filed only by a bidder who has participated in

procurement proceedings:

b. Provided further that in case a procuring entity evaluates the technical Bid before the

opening of the financial Bid, an appeal related to the matter of financial Bid may be filed

only by a bidder whose technical Bid is found to be acceptable.

b) The officer to whom an appeal is filed under (a) above shall deal with the appeal as

expeditiously as possible and shall endeavour to dispose it of within 30 days from the date

of filing of the appeal.

c) If the officer designated under (a) above fails to dispose of the appeal filed under that sub-

section within the period specified in (c) above, or if the bidder or prospective bidder or the

procuring entity is aggrieved by the order passed, the bidder or prospective bidder or the

procuring entity, as the case may be, may file a second appeal to an officer or authority

designated by the State Government in this behalf within 15 days from the expiry of the

period specified in (c) above or of the date of receipt of the order passed under (b) above,

as the case may be.

d) The officer or authority to which an appeal is filed under (c) above shall deal with the

appeal as expeditiously as possible and shall endeavour to dispose it of within 30 days

from the date of filing of the appeal:

e) The officer or authority to which an appeal may be filed under (a) or (d) above shall be :

First Appellate Authority: Principal Secretary, IT&C, GoR

Second Appellate Authority: Principal Secretary, Finance Department, GoR


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f) Form of Appeal:

a. Every appeal under (a) and (c) above shall be as per Annexure-12 along with as

many copies as there are respondents in the appeal.

b. Every appeal shall be accompanied by an order appealed against, if any, affidavit

verifying the facts stated in the appeal and proof of payment of fee.

c. Every appeal may be presented to First Appellate Authority or Second Appellate

Authority, as the case may be, in person or through registered post or authorised

representative.

g) Fee for Appeal: Fee for filing appeal:

a. Fee for first appeal shall be rupees two thousand five hundred and for second

appeal shall be rupees ten thousand, which shall be non-refundable.

b. The fee shall be paid in the form of bank demand draft or banker‘s cheque of a

Scheduled Bank payable in the name of Appellate Authority concerned.

h) Procedure for disposal of appeal:

a. The First Appellate Authority or Second Appellate Authority, as the case may be,

upon filing of appeal, shall issue notice accompanied by copy of appeal, affidavit

and documents, if any, to the respondents and fix date of hearing.

b. On the date fixed for hearing, the First Appellate Authority or Second Appellate

Authority, as the case may be, shall,-

i. hear all the parties to appeal present before him; and

ii. peruse or inspect documents, relevant records or copies thereof relating to

the matter.

c. After hearing the parties, perusal or inspection of documents and relevant records

or copies thereof relating to the matter, the Appellate Authority concerned shall

pass an order in writing and provide the copy of order to the parties to appeal free

of cost.

d. The order passed under (c) shall also be placed on the State Public Procurement

Portal.

i) No information which would impair the protection of essential security interests of India, or

impede the enforcement of law or fair competition, or prejudice the legitimate commercial

interests of the bidder or the procuring entity, shall be disclosed in a proceeding under an

appeal.

32) Stay of procurement proceedings

While hearing of an appeal, the officer or authority hearing the appeal may, on an application

made in this behalf and after affording a reasonable opportunity of hearing to the parties

concerned, stay the procurement proceedings pending disposal of the appeal, if he, or it, is

satisfied that failure to do so is likely to lead to miscarriage of justice.


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33) 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.

34) Offenses by Firms/ Companies

a) Where an offence under ―The Rajasthan Transparency Public Procurement Act 2012‖

has been committed by a company, every person who at the time the offence was

committed was in charge of and was responsible to the company for the conduct of the

business of the company, as well as the company, shall be deemed to be guilty of having

committed the offence and shall be liable to be proceeded against and punished

accordingly:

Provided that nothing contained in this sub-section shall render any such person liable

for any punishment if he proves that the offence was committed without his knowledge or

that he had exercised all due diligence to prevent the commission of such offence.

b) Notwithstanding anything contained in (a) above, where an offence under this Act has

been committed by a company and it is proved that the offence has been committed with

the consent or connivance of or is attributable to any neglect on the part of any director,

manager, secretary or other officer of the company, such director, manager, secretary or

other officer shall also be deemed to be guilty of having committed such offence and

shall be liable to be proceeded against and punished accordingly.

c) For the purpose of this section-

a. "company" means a body corporate and includes a limited liability partnership,

firm, registered society or cooperative society, trust or other association of

individuals; and

b. "director" in relation to a limited liability partnership or firm, means a partner in the

firm.

d) Abetment of certain offenses: Whoever abets an offence punishable under this Act,

whether or not that offence is committed in consequence of that abetment, shall be

punished with the punishment provided for the offence.

35) Debarment from Bidding

a) A bidder shall be debarred by the State Government if he has been convicted of an

offence

a. under the Prevention of Corruption Act, 1988 (Central Act No. 49 of 1988); or


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b. 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 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.

36) Monitoring of Contract

a) An officer or a committee of officers named Contract Monitoring Committee (CMC) may

be nominated by procuring entity to monitor the progress of the contract during its

delivery period.

b) During the delivery period the CMC shall keep a watch on the progress of the contract

and shall ensure that service delivery is in proportion to the total delivery period given, if

it is a severable contract, in which the delivery of the goods and service is to be obtained

continuously or is batched. If the entire quantity of goods and service is to be delivered in

the form of completed work or entire contract like fabrication work, the process of

completion of work may be watched and inspections of the selected bidder‘s premises

where the work is being completed may be inspected.

c) If delay in delivery of goods and service is observed a performance notice would be

given to the selected bidder to speed up the delivery.

d) Any change in the constitution of the firm, etc. shall be notified forth with by the

contractor in writing to the procuring entity and such change shall not relieve any former

member of the firm, etc., from any liability under the contract.

e) No new partner/ partners shall be accepted in the firm by the selected bidder in respect

of the contract unless he/ they agree to abide by all its terms, conditions and deposits

with the procuring entity through a written agreement to this effect. The bidder‘s receipt


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for acknowledgement or that of any partners subsequently accepted as above shall bind

all of them and will be sufficient discharge for any of the purpose of the contract.

f) The selected bidder shall not assign or sub-let his contract or any substantial part thereof

to any other agency without the permission of procuring entity.


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5. GENERALTERMS AND CONDITIONS OF TENDER & CONTRACT

1) Contract Documents

Subject to the order of precedence set forth in the Agreement, all documents forming the

Contract (and all parts thereof) are intended to be correlative, complementary, and mutually

explanatory.

2) Interpretation

a) If the context so requires it, singular means plural and vice versa.

b) Entire Agreement: The Contract constitutes the entire agreement between the Purchaser

and the Supplier/ Selected bidder and supersedes all communications, negotiations and

agreements (whether written or oral) of parties with respect thereto made prior to the date

of Contract.

c) Amendment: No amendment or other variation of the Contract shall be valid unless it is in

writing, is dated, expressly refers to the Contract, and is signed by a duly authorized

representative of each party thereto.

d) Non-waiver: Subject to the condition (f) below, no relaxation, forbearance, delay, or

indulgence by either party in enforcing any of the terms and conditions of the Contract or

the granting of time by either party to the other shall prejudice, affect, or restrict the rights

of that party under the Contract, neither shall any waiver by either party of any breach of

Contract operate as waiver of any subsequent or continuing breach of Contract.

e) Any waiver of a party‘s rights, powers, or remedies under the Contract must be in writing,

dated, and signed by an authorized representative of the party granting such waiver, and

must specify the right and the extent to which it is being waived.

f) Severability: If any provision or condition of the Contract is prohibited or rendered invalid or

unenforceable, such prohibition, invalidity or unenforceability shall not affect the validity or

enforceability of any other provisions and conditions of the Contract.

3) Language

a) The Contract as well as all correspondence and documents relating to the Contract

exchanged by the successful/ selected bidder and the Purchaser, shall be written in

English language only. Supporting documents and printed literature that are part of the

Contract may be in another language provided they are accompanied by an accurate

translation of the relevant passages in the language specified in the special conditions of

the contract, in which case, for purposes of interpretation of the Contract, this translation

shall govern.

b) The successful/ selected bidder shall bear all costs of translation to the governing

language and all risks of the accuracy of such translation.


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4) Eligible Services

a) For purposes of this Clause, the term services include the services to be delivered by the

selected bidder as per scope of work defined in this RFP.

5) Notices

a) Any notice given by one party to the other pursuant to the Contract shall be in writing to the

address specified in the contract. The term ―in writing‖ means communicated in written

form with proof of dispatch and receipt.

b) A Notice shall be effective when delivered or on the Notice‘s effective date, whichever is

later.

6) 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.

7) Scope of Supply

a) Subject to the provisions in the bidding document and contract, the services to be supplied

shall be as specified in the bidding document.

b) Unless otherwise stipulated in the Contract, the scope of supply shall include all such

services not specifically mentioned in the Contract but that can be reasonably inferred from

the Contract as being required for attaining delivery and completion of services as if such

services were expressly mentioned in the Contract.

8) Delivery & Installation

a) Subject to the conditions of the contract, the completion of services shall be in accordance

with the delivery and completion schedule specified in the bidding document.

b) The contract for the supply can be repudiated at any time by the purchase officer, if the

supplies are not made to his satisfaction after giving an opportunity to the bidder of being

heard and recording the reasons for repudiation.

c) The Supplier/ Selected Bidder shall arrange to supply, install and commission software/

system as per specifications within the specified delivery/ completion period at location

mentioned in the PO/ WO.

9) Supplier’s/ Selected Bidder’s Responsibilities

The Supplier/ Selected Bidder shall provide services included in the scope of supply in

accordance with the provisions of bidding document and/ or contract.

10) Purchaser’s Responsibilities

a) Whenever the supply services requires that the Supplier/ Selected Bidder obtain licenses,

permits, approvals, etc., the Purchaser shall, if so required by the Supplier/ Selected


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Bidder, make its best effort to assist the Supplier/ Selected Bidder in complying with such

requirements in a timely and expeditious manner.

b) The Purchaser shall pay all costs involved in the performance of its responsibilities, in

accordance with the general and special conditions of the contract.

11) 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 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.

12) Recoveries from Supplier/ Selected Bidder

a) Recovery of liquidated damages/ penalties, etc. shall be made ordinarily from bills.

b) The Purchase Officer shall withhold amount to the extent of liquidated damages/ penalties,

as applicable. 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.

13) 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) 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.

14) Copyright

The copyright in all drawings, design documents, source code and other materials containing

data and information furnished to the Purchaser by the Supplier/ Selected Bidder herein shall

remain vested in RISL.

15) Confidential Information

a) The Purchaser and the Supplier/ Selected Bidder shall keep confidential and shall not,

without the written consent of the other party hereto, divulge to any third party any

drawings, documents, data, or other information furnished directly or indirectly by the other

party hereto in connection with the Contract, whether such information has been furnished

prior to, during or following completion or termination of the Contract.


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b) The Supplier/ Selected Bidder may furnish to its Subcontractor, if permitted, such

documents, data, and other information it receives from the Purchaser to the extent

required for the Subcontractor to perform its work under the Contract, in which event the

Supplier/ Selected Bidder shall obtain from such Subcontractor an undertaking of

confidentiality similar to that imposed on the Supplier/ Selected Bidder.

c) The Purchaser shall not use such documents, data, and other information received from

the Supplier/ Selected Bidder for any purposes unrelated to the Contract. Similarly, the

Supplier/ Selected Bidder shall not use such documents, data, and other information

received from the Purchaser for any purpose other than the design, procurement, or other

work and services required for the performance of the Contract.

d) The obligation of a party under sub-clauses above, however, shall not apply to information

that: -

i. the Purchaser or Supplier/ Selected Bidder need to share with RISL or other institutions

participating in the Contract;

ii. now or hereafter enters the public domain through no fault of that party;

iii. can be proven to have been possessed by that party at the time of disclosure and

which was not previously obtained, directly or indirectly, from the other party; or

iv. otherwise lawfully becomes available to that party from a third party that has no

obligation of confidentiality.

e) The above provisions shall not in any way modify any undertaking of confidentiality given

by either of the parties hereto prior to the date of the Contract in respect of the supply or

any part thereof.

f) The provisions of this clause shall survive completion or termination, for whatever reason,

of the Contract.

16) Sub-contracting

a) The bidder shall not assign or sub-let his contract or any substantial part thereof to any

other agency without the permission of Purchaser/ Tendering Authority.

b) If permitted, the selected bidder shall notify the Purchaser, in writing, of all subcontracts

awarded under the Contract, if not already specified in the Bid. Subcontracting shall in no

event relieve the Supplier/ Selected Bidder from any of its obligations, duties,

responsibilities, or liability under the Contract.

c) Subcontractors, if permitted, shall comply with the provisions of bidding document and/ or

contract.

17) Extension in Delivery Period and Liquidated Damages (LD)

a) Except as provided under clause ―Force Majeure‖, if the supplier/ selected bidder fails to

perform/ deliver the services within the period specified in the Contract, the Purchaser may

without prejudice to all its other remedies under the Contract, deduct from the Contract


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Price, as liquidated damages, a sum equivalent to the percentage specified in (d) below for

each week or part thereof of delay until actual delivery or performance, up to a maximum

deduction of the percentage specified in the bidding document and/ or contract. Once the

maximum is reached, the Purchaser may terminate the Contract pursuant to clause

―Termination‖.

b) The time specified for delivery in the bidding document shall be deemed to be the essence

of the contract and the supplier/ selected bidder shall arrange delivery of services within

the specified period.

c) Delivery and installation/ completion period may be extended with or without liquidated

damages, if the delay in providing/ delivery of services is on account of hindrances beyond

the control of the supplier/ selected bidder.

i. The supplier/ selected bidder shall request in writing to the Purchaser giving reasons

for extending the delivery period of service, if he finds himself unable to complete the

supply of service within the stipulated delivery period or is unable to maintain prorate

progress in service delivery. This request shall be submitted as soon as a hindrance in

delivery of services occurs or within 15 days from such occurrence but before expiry of

stipulated period of completion of delivery of services after which such request shall not

be entertained.

ii. The Purchaser shall examine the justification of causes of hindrance in the delivery of

services and the period of delay occurred due to that and recommend the competent

authority on the period of extension which should be granted with or without liquidated

damages.

iii. Normally, extension in delivery period of services in following circumstances may be

considered without liquidated damages:

a. When delay has occurred due to delay in providing of information/ data by RISL or

other departments as per terms of the contract.

iv. If the competent authority agrees to extend the delivery period/ schedule, an

amendment to the contract with suitable denial clauses and with or without liquidated

damages, as the case may be, shall be issued. The amendment letter shall mention

that no extra price or additional cost for any reason, what so ever beyond the

contracted cost shall be paid for the delayed supply of services.

v. It shall be at the discretion of the concerned authority to accept or not to accept the

supply of services rendered by the contractor after the expiry of the stipulated delivery

period, if no formal extension in delivery period has been applied and granted. The

competent authority shall have right to cancel the contract with respect to undelivered

services.


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vi. If RISL is in need of the services rendered after expiry of the stipulated delivery period,

it may accept the services and issue a letter of extension in delivery period with usual

liquidated damages and denial clauses to regularize the transaction.

d) In case of extension in the delivery and/ or installation/ completion/ commissioning period

is granted with liquidated damages, the recovery shall be made on the basis of value of

services (upto that milestone) which the supplier/ selected bidder has failed to deliver/

install/ complete : -

No. Condition LD %*

a. Delay up to one fourth period of the prescribed period of delivery,

successful installation and completion of work. 2.5 %

b. Delay exceeding one fourth but not exceeding half of the prescribed

period of delivery, successful installation and completion of work. 5.0 %

c. Delay exceeding half but not exceeding three fourth of the prescribed


d. Delay exceeding three fourth of the prescribed period of delivery,


i. Fraction of a day in reckoning period of delay in supplies, successful installation and

completion of work shall be eliminated, if it is less than half a day.

e) In addition to above, if the bidder fails to depute/ ensure the availability of development

team as mentioned at clause no:1 of Annexure-2 within 30 days from the date of signing of

agreement with RISL till Go-live of Phase-II of eMitra Software Solution, following amount

shall be deducted while processing the payment for respective milestone:

Category of Resources as per clause no:1 of

Annexure-2 (table Ann 2.1)

Penalty for absense/ delay in resource deputation during development period

A Rs 4000/- per day per resource;

B Rs 2,000/- per day per resource; Atleast 50 % resources under this category are required to be present, else penalty of Rs 3000/- per day shall be levied on each absent resource.

The above penalty shall not be applicable in case of permitted annual leaves (maximum of

18 leaves per year (4.5 per quarter on prorate basis))/ approved leaves by RISL.

f) In all cases, maximum amount of liquidated damages (including penalty defined at sub-

clause e above) shall be 10% of the total eMitra Software Solution development cost

(component A of financial bid).

18) Limitation of Liability

Except in cases of gross negligence or wilful misconduct: -


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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; and

b) 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.

19) Force Majeure

a) The supplier/ selected bidder shall not be liable for forfeiture of its PSD, LD, or termination

for default if and to the extent that it‘s delay in performance or other failure to perform its

obligations under the Contract is the result of an event of Force Majeure.

b) For purposes of this Clause, ―Force Majeure‖ means an event or situation beyond the

control of the supplier/ selected bidder that is not foreseeable, is unavoidable, and its origin

is not due to negligence or lack of care on the part of the supplier/ selected bidder. Such

events may include, but not be limited to, acts of the Purchaser in its sovereign capacity,

wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight

embargoes.

c) If a Force Majeure situation arises, the supplier/ selected bidder shall promptly notify the

RISL in writing of such conditions and cause thereof within 15 days of occurrence of such

event. Unless otherwise directed by RISL, the supplier/ selected bidder shall continue to

perform its obligations under the contract as far as reasonably practical.

d) If the performance in whole or part or any obligation under the contract is prevented or

delayed by any reason of Force Majeure for a period exceeding 60 days, either party at its

option may terminate the contract without any financial repercussion on either side.

e) In case a Force Majeure situation occurs with RISL, RISL may take the case with the

supplier/ selected bidder on similar lines.

20) Change Orders and Contract Amendments

a) The Purchaser may at any time order the supplier/ selected bidder through Notice in

accordance with clause ―Notices‖ above, to make changes within the general scope of the

Contract where the services are to be provided by the supplier/ selected bidder.

b) If any such change causes an increase or decrease in the cost of, or the time required for,

the supplier‘s/ selected bidder‘s performance of any provisions under the Contract, an

equitable adjustment shall be made in the Contract Price or in the Delivery and Completion

Schedule, or both, and the Contract shall accordingly should be amended. Any claims by

the supplier/ selected bidder for adjustment under this clause must be asserted within thirty


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(30) days from the date of the supplier‘s/ selected bidder‘s receipt of the Purchaser‘s

change order.

c) In case, a new functionality/ modification is done in the eMitra Software Solution (Web

Application or Web Portal), the selected bidder shall identify the effort (in man–month)

required for making the change(s). Rates for the man month shall be the composite man-

month rates quoted by the Selected Bidder in the financial bid. Changes shall however be

done by the selected Bidder after approval of effort estimates by RISL.

d) Prices to be charged by the supplier/ selected bidder for any related services that might be

needed but which were not included in the Contract shall be agreed upon in advance by

the parties and shall not exceed the prevailing rates charged to other parties by the

supplier/ selected bidder for similar services.

21) Termination

a) Termination for Default

i. 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; or

b. 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; or

c. 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 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.

b) Termination for Insolvency

RISL may at any time terminate the Contract by giving a written notice of at least 30 days

to the supplier/ selected bidder, if the supplier/ selected bidder becomes bankrupt or

otherwise insolvent. In such event, termination will be without compensation to the

supplier/ selected bidder, provided that such termination will not prejudice or affect any

right of action or remedy that has accrued or will accrue thereafter to RISL.

c) Termination for Convenience


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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.

22) Exit Management

a) Preamble

i. The word ‗parties‘ include the procuring entity and the selected bidder.

ii. This Schedule sets out the provisions, which will apply on expiry or termination of the

Project Implementation and Operations and Management of SLA.

iii. In the case of termination of the Project Implementation and/ or Operation and

Management SLA due to illegality, the Parties shall agree at that time whether, and if

so during what period, the provisions of this Schedule shall apply.

iv. The Parties shall ensure that their respective associated entities carry out their

respective obligations set out in this Exit Management Schedule.

b) Cooperation and Provision of Information during the exit management period

i. The selected bidder will allow RISL or its nominated agencies access to the

information reasonably required to define the current mode of operation associated

with the provision of the services to enable RISL or its nominated agencies to assess

the existing services being delivered.

ii. The selected bidder shall provide access to copies of all information held or

controlled by them which they have prepared or maintained in accordance with the

Project Implementation, the Operation and Management SLA and SOWs relating to

any material aspect of the services provided by the selected bidder. RISL or its

nominated agencies shall be entitled to copy all such information comprising of

details pertaining to the services rendered and other performance data. The selected

bidder shall permit RISL or its nominated agencies and/ or any replacement operator

to have reasonable access to its employees and facilities as reasonably required by

RISL or its nominated agencies to understand the methods of delivery of the services

employed by the selected bidder and to assist appropriate knowledge transfer.

c) Confidential Information, Security and Data

The selected bidder will promptly on the commencement of the exit management period

supply to RISL or its nominated agencies the following:

i. Documentation relating to Intellectual Property Rights;


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ii. Project related data and confidential information;

iii. All current and updated data as is reasonably required for purposes of RISL or its

nominated agencies transitioning the services to its replacement selected bidder in a

readily available format nominated by RISL or its nominated agencies; and

iv. All other information (including but not limited to documents, records and

agreements) relating to the services reasonably necessary to enable RISL or its

nominated agencies, or its replacement operator to carry out due diligence in order to

transition the provision of the services to RISL or its nominated agencies, or its

replacement operator (as the case may be).

v. Before the expiry of the exit management period, the selected bidder shall deliver to

RISL or its nominated agencies all new or up-dated materials from the categories set

out above and shall not retain any copies thereof, except that the selected bidder

shall be permitted to retain one copy of such materials for archival purposes only.

d) Transfer of certain agreements

i. On request by Procuring entity or its nominated agencies, the selected bidder shall

effect such assignments, transfers, innovations, licenses and sub-licenses as

Procuring entity or its nominated agencies may require in favour of procuring entity or

its nominated agencies, or its replacement operator in relation to any equipment

lease, maintenance or service provision agreement between selected bidder and

third party leasers, operators, or operator, and which are related to the services and

reasonably necessary for carrying out of the replacement services by RISL or its

nominated agencies, or its replacement operator.

ii. Right of Access to Premises: At any time during the exit management period and for

such period of time following termination or expiry of the SLA, where assets are

located at the selected bidder‘s premises, the selected bidder will be obliged to give

reasonable rights of access to (or, in the case of assets located on a third party's

premises, procure reasonable rights of access to RISL or its nominated agencies,

and/ or any replacement operator in order to inventory the assets.

e) General Obligations of the selected bidder

i. The selected bidder shall provide all such information as may reasonably be

necessary to effect as seamless during handover as practicable in the circumstances

to RISL or its nominated agencies or its replacement operator and which the operator

has in its possession or control at any time during the exit management period.

ii. The selected bidder shall commit adequate resources to comply with its obligations

under this Exit Management Clause.

f) Exit Management Plan


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i. The selected bidder shall provide RISL or its nominated agencies with a

recommended exit management plan ("Exit Management Plan") which shall deal with

at least the following aspects of exit management in relation to the SLA as a whole

and in relation to the Project Implementation, the Operation and Management SLA

and SOWs.

ii. A detailed program of the transfer process that could be used in conjunction with a

replacement operator including details of the means to be used to ensure continuing

provision of the services throughout the transfer process or until the cessation of the

services and of the management structure to be used during the transfer; and

iii. Plans for the communication with such of the selected bidder's, staff, suppliers,

customers and any related third party as are necessary to avoid any material

detrimental impact on RISL operations as a result of undertaking the transfer; and

iv. If applicable, proposed arrangements and Plans for provision of contingent support in

terms of business continuance and hand holding during the transition period, to RISL

or its nominated agencies, and Replacement Operator for a reasonable period, so

that the services provided continue and do not come to a halt.

v. The Bidder shall re-draft the Exit Management Plan annually after signing of contract

to ensure that it is kept relevant and up to date.

vi. Each Exit Management Plan shall be presented by the selected bidder to and

approved by RISL or its nominated agencies.

vii. In the event of termination or expiry of SLA, Project Implementation, Operation and

Management SLA or SOWs each party shall comply with the Exit Management Plan.

viii. During the exit management period, the selected bidder shall use its best efforts to

deliver the services.

ix. Payments during the Exit Management period shall be made in accordance with the

Terms of Payment Clause.

x. It would be the responsibility of the selected bidder to support new operator during

the transition period.

g) Training, hand-holding and knowledge transfer

i. The selected bidder shall hold technical knowledge transfer sessions with

designated technical team of RISL in the last 3 months of the project duration.

ii. The selected bidder shall hold operational hand-holding sessions on the eMitra

Software Solution with the designated officers/staff members, so that RISL can

continue with the eMitra Software Solution even after Selected Bidder exits the

project.


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23) Settlement of Disputes

a) General: If any dispute arises between the supplier/ selected bidder and RISL during the

execution of a contract that should be amicably settled by mutual discussions. However, if

the dispute is not settled by mutual discussions, a written representation will be obtained

from the supplier/ selected bidder on the points of dispute. The representation so received

shall be examined by the concerned Procurement Committee which sanctioned the tender.

The Procurement Committee may take legal advice of a counsel and then examine the

representation. The supplier/ selected bidder will also be given an opportunity of being

heard. The Committee will take a decision on the representation and convey it in writing to

the supplier/ selected bidder.

b) Standing Committee for Settlement of Disputes: If a question, difference or objection arises

in connection with or out of the contract/ agreement or the meaning of operation of any

part, thereof or the rights, duties or liabilities of either party have not been settled by mutual

discussions or the decision of tender sanctioning Procurement Committee, it shall be

referred to the empowered standing committee for decision, if the amount of the claim is

more than Rs. 50,000/-. The empowered standing committee shall consist of following

members: - (RISL)

Chairman of BoD of RISL : Chairman

Secretary, DoIT&C or his nominee,

not below the rank of Deputy Secretary : Member

Managing Director, RISL : Member

Director (Technical)/ Executive Director, RISL : Member

Director (Finance), RISL : Member

A Legal Expert to be nominated by the Chairman : Member

c) Procedure for reference to the Standing Committee: The supplier/ selected bidder shall

present his representation to the Managing Director, RISL along with a fee equal to two

percent of the amount of dispute, not exceeding Rupees One Lakh, within one month from

the date of communication of decision of the tender sanctioning Procurement Committee.

The officer-in-charge of the project who was responsible for taking delivery of the goods

and/ or service from the supplier/ selected bidder shall prepare a reply of representation

and shall represent the RISL‘s stand before the standing committee. From the side of the

supplier/ selected bidder, the claim case may be presented by himself or through a lawyer.

After hearing both the parties, the standing committee shall announce its decision which

shall be final and binding both on the supplier/ selected bidder and RISL. The standing

committee, if it so decides, may refer the matter to the Board of Directors of RISL for

further decision.


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d) Legal Jurisdiction: All legal proceedings arising out of any dispute between both the parties

regarding a contract shall be settled by a competent court having jurisdiction over the

place, where agreement has been executed and by no other court, after decision of the

standing committee for settlement of disputes.


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6. SPECIAL TERMS AND CONDITIONS OF TENDER & CONTRACT

1) Payment Terms and Schedule

a) Payment schedule - Payments to the bidder, after successful completion of the target

milestones (including specified project deliverables), would be made as under: -

Table 6.1: Payment Terms & Schedule

S. No.

Scope of Work

(I)

Activity/ Milestones

(II)

Deliverables (III)

Delivery Schedule (in days)

(IV)

Applicable Payment &

Schedule (V)

Signing of Agreement between RISL and the selected bidder: T

1 Detailed Project Plan with timelines (.xls)

Project Plan report in .mpp/.xls format

T+ 20

2 Preparation of SRS for eMitra Software Solution (Phase I & Phase II)

SRS Preparation

SRS for eMitra software solution

T+30

3 Approval of SRS by RISL T+40

4

eMitra Software Application Development- Phase I

Design of Phase-I of eMitra Software Solution

• Software Design & Architecture Document • Database Design Document

T+45

5 Development of Phase-I of eMitra Software Solution

• Phase-I Software Solution for testing

T+120


•Report on Beta Testing of the software - Test Strategy, Test cases and Test Results

T+130

15 % of [Cost of eMitra Software Application Development - Component (A) of financial bid]; after one month of acceptance on beta testing report by RISL.


Page 58 of 129


S. No.

Scope of Work

(I)


(II)

Deliverables (III)


(IV)


Schedule (V)

7 Data Migration & Final Deployment of Phase-I

•MIS Report indicating amount of data migrated for eMitra Software Solution • Configuration & Deployment document of Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used

T+145

8

Phase-I UAT


T+160

9 • UAT sign-off Certificate by RISL

T+170

10 % of [Cost of eMitra Software Application Development - Component (A) of financial bid]; after 3 months of UAT sign-off by RISL for Phase I of eMitra Software Solution.

10 Phase-I Go-live & Training


T+180

11 eMitra Software Application Development- Phase II

Design of Phase-II of eMitra Software Solution

• Software Design Document • Database Design Document

T+90

12 Development of Phase-II of eMitra Software Solution

• Phase-II Software Solution for testing

T+170


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S. No.

Scope of Work

(I)


(II)

Deliverables (III)


(IV)


Schedule (V)


• Beta Testing Report including test cases and Test Results along with acceptance by RISL on beta testing report

T+180

14 Deployment of Phase-II

• Configuration & Deployment document of Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used

T+190

15

Phase-II UAT

• Safe-to-host certificate •Testing report including Test Results • UAT Test cases

T+200

16 • UAT sign-off Certificate by RISL

T+220

35% of [Cost of eMitra Software Application Development - Component (A) of financial bid]; after 3 months of UAT sign-off by RISL for Phase II of eMitra Software Solution.

17

• Go-live of Phase-II of eMitra Software Solution • Training on Phase-II


T+240

8% of Cost of eMitra Software Application Development [Component (A) of financial bid]; after 6 months from the date of Go-live of Phase-II


Page 60 of 129


S. No.

Scope of Work

(I)


(II)

Deliverables (III)


(IV)


Schedule (V)

18

Operations & Maintenance (O&M)

• Deployment of Manpower • New Development and Enhancement in the eMitra Software Solution • Managed Services during Operations and Maintenance Period

• Attendance Register • Software development enhancement/ up-gradation/ modification reports • Testing reports • Uptime monitoring report from EMS • Issue Tracker/ Call Register/Log reports of help desk • Consolidated Report on Calls Logged, Resolved and Escalated • Updated User Manual of the application software in one hard copy and one soft copy (in DVD) • Updated Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used.

T+240 onwards for 5 years.

1) QGR of O&M cost (as per component B of financial bid) on quarterly basis from the start of O&M Period. AND 2) 2% of Cost of eMitra Software Application Development [Component (A) of financial bid]; on quarterly basis from the start of IInd Year of O&M.

Remark: The above mentioned delivery schedule shall be applicable subject to fulfillment of obligations by RISL for respective milestone, wherever applicable. In case of delay in action taken by RISL, same number of days would be added in the delivery period.

b) The admissible payments after Development, Deployment and UAT against each phase are

subject to completion of development and testing of each of the constituting module.

c) Any delay in the approval of the deliverable(s) submitted by the SI to RISL shall not

account for the delay on SI‘s part.

d) The selected bidder has to design and implement a very detailed plan of implementation that

seeks to execute several activities in parallel, adopts critical path method and commits

additional resources to activities falling behind schedule so as to keep up with the overall

deadline of implementation as mentioned above. The time specified for delivery and

other activities as mentioned in the table above shall be deemed to be the essence of the

contract and the successful bidder shall arrange supplies and provide the required services

within the specified period

e) The supplier‘s/ selected bidder‘s request for payment shall be made to the purchaser in

writing, accompanied by invoices describing, as appropriate, the services performed, and by


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the required documents submitted pursuant to general conditions of the contract and upon

fulfilment of all the obligations stipulated in the Contract.

f) 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.

g) The currency or currencies in which payments shall be made to the supplier/ selected bidder

under this Contract shall be Indian Rupees (INR) only.

h) All remittance charges will be borne by the supplier/ selected bidder.

i) In case of disputed items, the disputed amount shall be withheld and will be paid only after

settlement of the dispute.

j) Any penalties/ liquidated damages, as applicable, for delay and non-performance, as

mentioned in this bidding document, will be deducted from the payments for the respective

milestones.

k) Taxes, as applicable, will be deducted/ paid as per the prevalent rules and regulations.

2) Service Level Requirements/ Agreement for Operations & Maintenance (O&M)

a) Purpose & Duration of SLA: The SLA purpose is to enforce a contract between the selected

bidder and the Purchaser. The SLA would come into effect during the O&M period for eMitra

software Solution under this RFP. The successful bidder has to comply with the SLAs to

ensure adherence to project timelines, quality and availability of services.

For purpose of this Service Level Requirement, the following terms shall have the meanings

set forth below:

"Uptime" shall mean the time period for which the specified services / components

with specified technical and service standards are available to the State and user

Departments. Uptime, in percentage, of any component (Non-IT & IT) can be

calculated as:

Uptime = {1- [(Downtime) / (Total Time – Maintenance Time)]} * 100

―Downtime‖ shall mean the time period for which the specified services /

components with specified technical and service standards are not available to the

State and the user Departments. It excludes the scheduled outages planned in

advance.

―Incident‖ refers to any events / abnormalities in the functioning of the Application that

may lead to disruption in normal operations.

―Helpdesk Support" shall mean the 24x7x365 centre which shall handle Fault

Reporting, Trouble Ticketing and related enquiries during this Contract.


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―Response Time‖ shall mean the time interval between the time the incident is

reported to the Helpdesk and the time an engineer is assigned to the call.

―Resolution Time‖ shall mean the time taken (after the incident has been

reported at the Helpdesk), in resolving (diagnosing, troubleshooting and fixing) or

escalating (to the second level, getting the confirmatory details about the same and

conveying the same to the end user), the services related troubles during the first level

escalation. The resolution time shall vary based on the severity of the incident reported

at the Helpdesk. The severity would be as follows:

Critical: Incidents which impact the overall solution like outage of eMitra

Application and which has a high impact on service delivery through kiosks in

every district to the citizens and respective Departments. No workaround is

available. Any incident which is affecting a majority of users (over 80% of users

including districts, Departmental users and kiosks, concurrent users).

Medium: Incidents which impact a limited number of users. The main application at

SDC is available but the productivity of a limited number of users is getting affected.

For e.g. the application is up and running but certain users are unable to

login/access/submit request/process citizen service requests etc. Incidents whose

resolution requires replacement of hardware or software parts, requiring significant

interruption in working of that individual component. Acceptable work around is

available. For example, installation of operating system, patches etc.

Low: Incidents whose resolution shall require changes in configuration of hardware

or software, which will not significantly interrupt working of that component.

Incidents like functionality enhancement and/or support for modifications or

maintenance of source code, application version enhancement etc.

b) Service Window: eMitra Software solution (Web Application and Web Portal) shall be

available 24*7 after Go-live.

c) Hours of Operation (Help Desk) operation: 9.30AM to 6.30PM on all the working days and

on Holidays (in case of urgency, as required by the department).

The problems encountered during the usage of the eMitra Software Solution would be

reported at the Help Desk established by the selected bidder at the DoIIT&C Office in Jaipur.

This would enable the Helpdesk staff to log complaints and take action as per the

severity of the reported problem.

d) Dependencies: The dependencies on the performance of services beyond the control

of either party and where default is due to reasons beyond the control of the selected bidder

or due to reasons attributable to RISL or third parties, the selected bidder would not

be penalized.


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e) Monitoring & Evaluation: The selected bidder shall provide and make use of

following system for monitoring and evaluation:

Table 6.2: SLA Monitoring

S. No. Service Level Monitoring System

1 Downtime of eMitra Software solution (Web Application and Web Portal)

Through EMS Application available at RSDC

2 Non Availability of Manpower Attendance Register at each project location

3 Delay in providing helpdesk support. Through a web base/phone line call log available at IT help desk

f) Review Committee and Review Mechanism: The designated review committee/ members,

on a quarterly basis, shall review and discuss the services delivery and performance standard

compliance of the selected bidder. The review would include but not be limited to:

i. Service provided during the review period

ii. Major incidents during the review period

iii. Problems that remains outstanding

iv. Review of Change requests/Variation and progress for enhancements

v. Future events or business developments that will affect the Service

vi. Review any potential changes required to the SLA

vii. Agree items for submission to the executive decision making

viii. Review schedules for Services provided.

g) Penalty Clauses: If the selected bidder fails to deliver the required services due to reasons

attributable to him like non-accessibility of the web portal/ application, non-availability/attrition

of the technical personnel/ operational manpower, etc. the cumulative penalty, as

applicable, would be imposed as mentioned below while processing the payment for

respective milestone.

g.i) Penalty for Downtime :

Table 6.3: Penalty for Downtime

Sr. No Measurement Parameter Downtime in a Quarter Penalty

1

Number of hours the eMitra Software Solution (Web Application or Web Portal) is non-functional / non-accessible / non-available / non-responsive in each case of outage

0-2 Hours No Penalty

2 2-4 Hours 2 % of applicable quarterly payment





7 >48 Hours No payment for the quarter

The penalty shall be calculated above the permissible downtime hours (0-2 hrs and downtime for maintenance or other reasons as approved by RISL).


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g.ii) Penalty for delay in response/ resolution time: for incidents like defect/ bug

fixing, minor changes in the software, content updation, etc:

Table 6.4: Penalty for delay in response/ resolution time

S. No.

Type of Incident

Response Time Resolution Time SLR Penalty for delay in resolution time

1 Critical 15 minutes from call logged

<= 2 Hours Rs 1000 per incident per hour delay

2 Medium 30 minutes from call logged

<=1 Day from the time of incident logged at the Helpdesk

Rs 500 per incident per day

3 Low 45 minutes from call logged

<=2 Days from time of response logged

Rs 200 per incident per day

g.iii) Penalty for non-availability of deployed resources/ manpower during O&M

Period: A maximum of 18 leaves per year (4.5 per quarter on prorate basis) shall be

allowed for resource deployed onsite at DoIT&C Office. In case resource needs to take

off/leave from the duty, he has to take due approval from RISL/ DoIT&C authorities. In

case total number of leaves exceed the maximum allowed leaves, penalty as mentioned

below shall be levied, starting from the date of Go-live of phase-I of eMitra Software

solution :

Table 6.5: Penalty for non-availability of deployed manpower during O&M Period

S.No. Resource Type Penalty

1

Project Manager Rs 4000 /- per day of absence.

2 Team Lead Rs 4000 /- per day of absence.

3 System Administrator (SA)

Rs 2500 /- per day per absent resource. At least one SA resource is required to be present, else penalty of Rs 3000/- per day shall be levied on both the SAs.

4 Database Administrator (DBA)

Rs 2500 /- per day per absent resource. At least one DBA resource is required to be present, else penalty of Rs 3000/- per day shall be levied on all DBAs.

5

Java/ Oracle Database Developer

Rs 2000 /- per day per absent resource. At least three developer resources are required to be present, else penalty of Rs 1500/- per day shall be levied on all absent developers.

6 Tester Rs 2000 /- per day of absence.

7 Training Manager cum Technical Writer

Rs 1500 /- per day of absence.

8 Manager-Finance Rs 1000 /- per day of absence.

9

Helpdesk Manager

Rs 1000 /- per day per absent resource. At least one helpdesk manager is required to be present, else penalty of Rs 1500/- per day shall be levied on all absent helpdesk managers.

10 HelpDesk Resources

Rs 500 /- per day per absent resource. At least six Help Desk resources are required to be present else penalty of Rs 1000/- per day shall be levied on all absent Help desk resources.


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In case of non-availability of more than 10 resources in a day deployed as O&M Team for 5

days in a month, payment due for that quarter shall not be made. Additionally, penalties as

mentioned above for non-availability of resources (as applicable) shall be levied.

g.iv) Penalty for attrition of key resources during O&M period: The service provider

shall make sure that the key personnel involved in the development, operation and

maintenance of the software solution are designated to the project for the entire project

duration. In case, any key person listed below leaves the project without one month‘s

notice and approval from RISL, the following penalties shall be applicable:

Table 6.6: Penalty for attrition of key resources during the O&M period

S.No. Resource Type Penalty

1 Project Manager Rs 50,000/- on second change and thereafter on every change.

2 System Administrator Rs 30,000/- on second change and thereafter on every change.

3 Database Administrator Rs 30,000/- on second change and thereafter on every change.

4 Team Lead Rs 30,000/- on second change and thereafter on every change.

5 Java/ Oracle Database Developer/ Tester

Rs 25,000/- on second change and thereafter on every change.

6 Manager-Finance Rs 2500/- on second change and thereafter on every change.

7 Training Manager cum Technical Writer

Rs 2500/- on second change and thereafter on every change.

8 Helpdesk Manager Rs 2500/- on second change and thereafter on every change.

9 HelpDesk Resources Rs 2500/- on third change and thereafter on every change.

h) The review committee shall thoroughly examine the case before calculation of penalty and

reasons thereof. Delay in performance/ delivery of services for reasons non-accountable to

the selected bidder or due to reasons beyond control, may be dealt with accordingly.

i) 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. Imposition of penalties amounting to 20% of the quarterly contract value for a

continuous period of 2 quarters shall be treated as non-performance and beyond which the

tendering authority may initiate action as per RFP terms and condition for breach of SLA if not

satisfied with the response given by the selected bidder for reasons thereof. The tendering

authority may also forfeit the PSD and also debar the service provider from bidding (for all

types and form of bids) for at least three years in RISL and DoIT&C.


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ANNEXURE 1: Phase wise distribution of modules to be developed under eMitra

Software Solution

Key Modules

Functionality Description Phases

User Management

For multiple stakeholders associated with eMitra Project: PUBLIC USERS: [CITIZENS (Online User / Offline user via Kiosk) / m-Citizen] These types of users will be created by themselves or by the kiosk holders. The roles and rights will be auto assigned to them. Public users shall be facilitated with O-Authentication to login through Google/Facebook/Twitter and thus creating profile in the application Closed User Group (CUG) USERS: Their roles and rights will be managed by the Admin.

a) eMitra service provider – Local Service

Provider (LSP)/ Service Centre Agency(SCA)

b) Kiosk Holders c) Line/Participating Departments / 3rd Party

Service Providers (e.g. CSC SPV) d) Governing Bodies (RISL/DeGS, etc.) e) All Gateway‘s (Banks, e-GRAS, IFMS,

Aggregators, SMS, e-Sanchar, Email) f) Super Admin All users in the system shall login based on Single Sign On (SSO) theme wherein the user having multiple roles shall be maintained by the SSO. SSO will authenticate and authorize the user and displays the roles assigned to him/her. The various sub-modules will be – a) User creation (citizen) –interface to

citizens for creation of profile/login b) Create/Edit Citizen Profile c) Personalization of Citizen profile d) Document Repository containing

documents uploaded by public user or CUG user (linking of documents to the end-citizen and re-use thereafter)

e) Change Password f) Forgot Password g) Creation/Management of Kiosk Portal ID –

with bulk user creation for multiple operators and admin account

h) Activation / deactivation of Users i) LSP User - Creation/Modification j) Create/Manage department users k) Create /Modify Closed User Group (CUG)

Phase-I; excluding digital signatures


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l) Assign/Revoke Role to/from users m) Assign/Revoke Additional Rights to/from

User n) User Activity Management – including

blocking particular action and monitoring any activity as per parameters/roles defined.

o) Registration of Digital Signatures (Token) – for signing the documents

p) Feedback

Service Management

1. Service Delivery Interface (SDI): This is the front-end application which is accessible by citizens and kiosk holders for availing various types of services such as Application, Utility Bill payments etc.

2. Service Processing Interface (SPI): This is a back-end application which is accessible by CUG for processing the online service requests received from citizens or kiosks and disposing them online.

Version of services shall be maintained to record all changes after publishing service for delivery. To define and manage Services, various sub-modules are -

a) Service Type Definition / Management b) Service Creation / Management : With

Versioning on each modification c) Service Rate / Commission Rate

Configuration Management d) Service Form definition / Management e) Service Data Input Definition /

Management f) Service Data Output Definition /

Management g) Service Output Template Definition /

Management h) Service Default Destination

Configuration / Management i) SMS/Email/IVRS Configuration /

Management j) Service Commission Source

Configuration / Management k) Service Commission Distribution

Configuration / Management l) Legal Liabilities (ST/TDS) Configuration

/ Management m) Fund Collection Transfer (to Line

Department ) Destination Configuration / Management

n) Service Payment Type o) Service Payment Mode Configuration /

Management p) Configuration of Digital Signature for a

Phase-I; except delivery based services(e-Form)


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service / Management q) Upload / Management e-Form (online

& Offline) r) Service delivery timeline Configuration

Management s) Penalty Configuration on delays in

service disposal t) Upload Printable Form with versioning u) Add Service Guidelines with versioning v) Service Delivery Rights Management w) Service Jurisdiction Mapping x) Service Enclosure Mapping y) Service Status Mapping z) Service Escalation Matrix

Portal Admin management

This module covers the following administration components: 1. LSP Management

a) Create LSP b) LSP – District Mapping c) Activate / deactivate LSP d) Mapping of LSP users with LSP e) Inventory Management

2. Portal Management a) Department Designation Mapping b) Department Service Mapping c) Assign Post to Department Users d) Assign Service to Post e) Remove User from Post f) Batch Mode Service Output Structure

definition g) Batch Mode Service Input Structure

Definition h) ETL Tools i) Display of updates interface j) Search k) View Form l) Inbox of User logged in m) Digital Signature n) Escalation Matrix

3. System Management: It involves creation of masters in the system such as department, office, designation, post, service, district, tehsil, village, bank etc.

4. Feedback Management: Includes receiving, reviewing and responding to the feedback provider.

5. Server Management 6. DR Site Management 7. Backup Management

Phase-I; excluding - Feedback

Management - Inventory

Management - Escalation

Management

e-Form e-Form shall be generated using: Phase-I; excluding e-


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Generation 1. Adobe® Digital Enterprise Platform which shall be integrated with e-Mitra and shall be made available at SDI along with all the validations.

2. Form builder generation module in the e-Mitra application that shall have library of basic validations.

E-Forms shall be made available in both online & offline mode. Customized form level validations are also applicable over the e-Forms (for e.g., service fee can be different for different categories like general, OBC etc)...

Form based services

Transaction Management

The service request filled by the applicants is called a transaction. Following sub module defines understanding the Transaction Management module in a better way:

a) Apply Online Service b) Make Payment c) Check Status of transaction d) Change Application Status e) Scan & Upload Service Delivery Output

of service applied f) Generate Digitally signed Service

Delivery Output g) Download /Print Service Delivery

Output h) Mark to different Department/Office

/Department User i) Change Service Output j) Cancel Service Output k) Verify Service Output l) Citizen Reply on one-on-one

transaction/service request m) Department Reply on one-on-one

transaction/service request n) Search Interface – track transactions

done by user o) Cancel Service Request p) Refund payment after service request

cancellation q) Correction in service request r) Mark DD/Cheque Clearing as Cleared /

Dishonoured as per Bank statement s) Reconcile Failed Transactions t) Tracking Transaction Life-cycle u) Tracking Service Delivery life cycle

Phase-I; excluding delivery based services - Change Application

Status - Scan & Upload

Service Delivery Output of service applied

- Generate Digitally signed Service Delivery Output

- Download /Print Service Delivery Output

- Mark to Office /Department User

- Change Service Output

- Cancel Service Output

- Verify Service Output - Citizen Reply on one-

on-one transaction/service request

- Department Reply on one-on-one transaction/service request

Financial Management

This module deals with managing the financial aspect w.r.t a transaction and related stakeholders. It is further categorised into following sub modules:

I. e-Wallet Management: e-wallet (just

Phase-I


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like bank account) contains pre-paid and post-paid account of stakeholders. Interface for managing e-Wallet with functions like – account statement, make payment, fund transfer, receive payment, etc. e-Wallet shall be configurable for all the stakeholders.

II. Fund transfer: interface to be provided to the stakeholders for their nomination transfer of funds collected through transactions to centralized pool account as per definition, receiving the funds and sending/ receiving acknowledgement

III. Service wise MOU/agreement Management – defining service based SLAs for stakeholders.

IV. Service SLA Management & Monitoring

V. Penalty Calculation for late payments VI. Management of Legal liabilities such as

service tax, TDS, etc. VII. Invoice Generation on Commission

payout to stakeholders VIII. Commission Disbursement to

stakeholders IX. Revenue Collection Register (RCR)

Management (Kiosk/LSP) X. Payment to Line Departments XI. Track Transaction payment Settlement

life cycle XII. Reconciliation of fund transfers/

Receipts/ Collections/ Bank Accounts/ Payment Gateway/ payment to departments, etc.

* Financial Accounting shall be based on

Double entry accounting system

Version Control, Archival & Retrieval

Version control, Archival & Retrieval for managing changes of the following is needed:

a. Source Code b. Critical Master Data: Reporting should

take correct version of master data and provide accurate results.

c. Transactional Data: Based on departmental policy, transactional data should be migrated from LIVE to ARCHIVAL tables and also ensure archival data retrieval for any reporting.

Phase-I

Back-up & Disaster Recovery (DR) Management

Backup of operating system, database and application as per the Department‘s policies

Real-time monitoring, log maintenance and reporting of backup status on a regular basis.

Phase-I


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Restoration of back up requests.

Installation & configuration at Main Site & DR site both.

Synchronisation of source code & database at Main Site and DR Site.

Integration with gateways

The selected bidder shall integrate the following gateways at various stages/status of the service request with the e-Mitra application software:

- Service Delivery Gateway/ESB ( all the transactions made through SDI & SPI shall be routed through the gateway)

- Payment Gateway (various Banks, Aggregator)

- Email - SMS - Voice (e-Sanchar)

Feature to configure multiple gateways and use them simultaneously as per load on system.

Phase-I

Exception Reporting / Alerts

Module to raise exceptions in form of reports/ SMS/email alerts for the following cases –

a. Data – wrong or not as per business rules

b. Process – process not followed in sequence or anything missing in process

Phase-I

Kiosk management

Includes complete cycle right from registration of a kiosk on e-Mitra portal to inspection, certification, till final creation of user credentials on portal and activation of kiosk on portal. Closing/Withdrawal of Kiosk, Migration of kiosks, kiosk search, Online Monitoring Tool (OMT) creation, etc. shall also be covered under this module.

Phase-I

Grievance Management

An interface for department users to transfer grievances received from following sources:

a. Service Delivery Interface (e-Mitra) or

b. Raj Sampark Portal. In case, the grievance is received from SDI, it should be routed to Raj Sampark portal also for monitoring. An entire module for changing the status of the grievance and sending respective output to the source (if any) corresponding to the grievance.

Phase-II

Security, Authentication

The selected bidder shall ensure implementation of e-SAFE (e-Governance Security Assurance Framework Guidelines for

Phase-II


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implementation of Security Controls), e-Pramaan and other frameworks issued by DeitY, GoI from time to time while design & development of the application software.

Inventory Management

Inventory module will be used to manage inventory of stationery, other items of consumable or non-consumable nature. The system should be able to take care of following things:

a. Item management with prime characteristics

b. Supplier/s management c. Issue/Receipt of items to

kiosk/office/stake holder with payment d. Returning of item to suppliers/from

kiosk/office/stake holder, etc e. Party Ledger, Item Ledger, MIS

Reports, Dashboard

Phase-II

Document management system

Document management system (IBM Filenet) which shall be integrated with the e-Mitra Software solution will take care of all the documents uploaded in system –

a. Stakeholders documents b. Managing documents vis-a-vis

transaction. c. Reuse of existing documents in system

to link in new service request. d. Anytime access and retrieval of

documents e. Versioning of documents

Phase-II

e-Mitra Mobile Application

The selected bidder shall have to ensure compliance with mobile applications best practices and Framework for Mobile Governance issued by DeitY, GoI while design and developing the mobile based application of the e-Mitra Software solution.

Phase-II

Report Server A separate report server / database shall be built to serve reporting needs of users. Interface for setting frequency for pushing the data in respective tables in the reporting database shall be required.

Phase-II

Data Warehousing, ETL Tool, & Data Mining tool

Data Warehousing: Building Data warehouse will be an integral part of new e-Mitra. Data warehouse will be built from LIVE database & data from disparate sources through ETL tools. Data warehouse is to provide improved access to information, fostering better and more informed decision-making. ETL Tool:

Phase-II


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The solution should include an ETL tool that can be used to extract, transform and load data from disparate source systems and perform the necessary transformations to establish a common format and build Data Warehouse. The solution should include a Rule based Data Cleansing/Enhancement tool. The solution should have the ability to extract or refresh information directly from within the MS Office application (Excel, PowerPoint and Word) without the need to export from another existing report. Data Mining Tool The solution should include a data mining tool that provides bottom-up, discovery-driven data analysis. The solution should provide data mining algorithms which help discover patterns and uncover business data to reveal hidden trends. The solution should support analysts by creating analytic starting pints including graphs, key performance indicators (KPIs), data grids and advanced visualizations like Decomposition Tree, Performance Map and Perspective View. The solution should support What if analysis. The solution should support Data mining Add-ins to empower end user to perform advanced analysis in MS Excel & MS Visio.

Business Intelligence enabled MIS Reports & Dashboards

MIS Reporting & Business Intelligence (BI) enabled Reports to be generated from Report SERVER/Data Warehouse. Various graphical dashboards & reports for different types of users for all the modules.

Phase-II

Resource Management

Integration of e-Mitra application with resource management software(s) available in SDC. An interface and dashboard to receive alerts /notifications (SMS, e-Mail etc) for exhausting threshold/upper limits of various Key Performance Indicators.

Phase-II

Integration with Third-Party Applications

Following Third-Party applications shall be integrated with eMitra Software Solution on SoA basis:

The services for which Departmental Back-end is available.

Aadhaar

RSRTC, ICICI Prudential, CSC SPV, etc.

Rajasthan Sampark

Citizen Call Centre

Phase-II


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Bhamashah

BPL Database

PAN India

Marudhara Uday (GIS Portal) Third-party application integration module shall be developed on SoA basis, such that RISL shall be able to integrate any third-party application in future on plug-in basis.


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ANNEXURE 2: Resource Deployment

1. Software Solution Development phase: The selected bidder shall deploy minimum following

resources for the development of eMitra Software Solution; within 30 days from the date of

signing of agreement with RISL till Go-live of Phase-II of eMitra Software Solution.

Table Ann 2.1: Development Team

S.No. Role

(Category) No of

Resources Experience

Resource on

Bidder’s Payroll

1 Project Manager (A)

1

B.E/ B.Tech/ MCA or higher degree in IT

Having at least 10 years of post-qualification relevant work experience in design and development of customized IT applications

5+ years of project management experience working through the design, development, release (SDLC) cycle delivering application software projects & should have managed the projects in following technologies: o RDBMS: Oracle (Exadata/ Database

Version 11G or later versions) o Web Technology: J2EE /Advanced,

Java etc. o e-Commerce

Must have good understanding of Government Processes and IT automation initiatives in e-Governance Domain

Mandatory

2 Team Lead (A)

2



3+ years of experience in leading a project through the design, development, release (SDLC) cycle delivering application software projects & should have experience in following technologies:

RDBMS: Oracle (Exadata/ Database Version 11G or later versions)/ Web Technology: J2EE /Advanced Java etc/ e-Commerce

Mandatory

3 System Administrator (B)

1

BE/B.Tech/MCA with minimum 4 Years of working experience as system administrator

IBM certified on Websphere Application Server

Mandatory

4 Database Administrator (B)

1

BE/B.Tech/MCA with minimum 5 Years of working experience as database administrator

Oracle certified Database Administrator

Mandatory

5 Java Developer (B)

2

Senior Developer

BE/B.Tech./MCA with minimum 5 Years of development experience in J2EE

Optional


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/Advanced Java

Certification in Java

4

Developer

BE/B.Tech./MCA with minimum 3 Years of development experience in J2EE /Advanced Java


Optional

6

Oracle Database Developer (B)

1

BE/B.Tech./MCA with minimum 4 Years of experience in Oracle Database development

Oracle Certified Database Developer

Optional

7 Test Lead (B)

1

BE/B.Tech./MCA with minimum 7 Years of testing experience

Must have experience in online & offline testing tools, load testing, regression testing & other prominent black & white box testing techniques

Mandatory

8 Tester (B) 2


Must have experience in online & offline testing tools, load testing, regression testing & other prominent black & white box testing techniques

Optional

Total Resources 15

The above mentioned development team shall work from onsite. The selected bidder shall increase the team size as per requirement and ensure compliance to the prescribed Project timelines. The selected bidder may depute additional resources to work from offshore, if needed. RISL shall provide working space and internet connectivity to the onsite development team. However, the selected bidder shall be responsible for deploying IT infrastructure to be used for application development on its own. The selected bidder shall also submit an HR undertaking on half-yearly basis for mandatory resources to be on its own pay-roll.


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2. Operations and Maintenance (O&M) phase

Table Ann 2.2: Operations & Maintenance (O&M) Team

S.No. Role No of

Resources Experience

Resource on

bidder’s payroll

1 Project

Manager 1



5+ years of project management experience working through the design, development, release (SDLC) cycle delivering application software projects & should have managed the projects in following technologies: o RDBMS: Oracle (Exadata/ Database

Version 11G or later versions) o Web Technology: J2EE /Advanced

Java etc. o e-Commerce

Must have good understanding of Government Processes and IT automation initiatives in e-Governance Domain

Mandatory

2 Team Lead 1



3+ years of experience in leading a project through the design, development, release (SDLC) cycle delivering application software projects & should have experience in following technologies: o RDBMS: Oracle (Exadata/ Database

Version 11G or later versions)/ Web Technology: J2EE /Advanced Java etc/ e-Commerce

Mandatory

3 System

Administrator 2

BE/B.Tech/MCA with minimum 4 Years of working experience as system administrator

IBM certified on Websphere Application Server

Mandatory

4 Database

Administrator 2

BE/B.Tech/MCA with minimum 5 Years of working experience as database administrator

Oracle certified Database Administrator

Mandatory

5 Java

Developer 1

Senior Developer

BE/B.Tech./MCA with minimum 5 Years of development experience in J2EE /Advanced Java

Optional


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3

Developer

BE/B.Tech./MCA with minimum 3 Years of development experience in J2EE /Advanced Java Certification in Java

Optional

6 Oracle

Database Developer

2

BE/B.Tech./MCA with minimum 4 Years of experience in Oracle Database development

Oracle Certified Database Developer

Optional

7 Tester 1


Must have experience on Online & offline testing tools, load testing, regression testing & other prominent black & white box testing techniques

Optional

8 Manager-Finance

1

B.Com, PGDCA or higher education in IT

Having at least 7 years‘ experience in handling accounts and fund transfer related procedures in e-Governance domain.

Having knowledge of Tally

Optional

9

Training Manager

cum Technical

Writer

1

Any Graduation with minimum 4 Years of experience in writing manuals/documentation for IT application & preparation of training material for different users

Proficiency in Hindi and English Computer Typing

Knowledge of development & project lifecycle

Optional

10 HelpDesk Manager

2

Any Graduation with minimum 4 Years of experience in managing helpdesk ot handling similar profiles in providing IT related services

Diploma/ certificate course confirming computer/IT literacy (eg. RSCIT)


Optional

11 Helpdesk

Resources 12

Graduate in any discipline

Diploma/ certificate course confirming computer/IT literacy (eg. RSCIT)

At least 1-2 years‘ experience in IT services


Optional

Total Resources 29


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ANNEXURE-3 : Technical Architecture of the Proposed eMitra Solution & existing

infrastructure at RSDC, Jaipur


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A. Single Sign-On AAA:

Rajasthan Single Sign-On (SSO) is being built over Microsoft platform and includes the following:

1. Identity Provider: MS-Active Directory Services (ADS) on MS-Windows Server 2012 R2

Standard Edition.

2. SSO Application: MS .Net Framework 4.0 based web application that provides SSO

Application Interface including interface and secure web services for Identity and

Application management lifecycle.

There are three separate containers each for maintaining the Govt. employee identity, Kiosks

identity and Citizen Identity. The entire identity management lifecycle is managed through a

custom .Net web based GUI application and web services. Similarly, the application registration

and role mapping activities are also managed by a custom .Net web based GUI application.

Identity provider is accessible only to the SSO Application and not directly to any legacy

application. Legacy/ proposed applications would interface with SSO Application only.

Process Flow: It is proposed that Rajasthan State Portal (http://www.rajasthan.gov.in) would be

the single entry point for all web applications. Citizens/ Kiosks/ Govt. employees/ other users

would click on ―Sign-In‖ at State Portal and would land on SSO Login interface. Only upon

successfully authentication (MS-ADS), the end-user would land on the SSO Application wherein

he would see a list of all the SSO-enabled applications. Once the authenticated user clicks on any

application under the SSO Application, his role/ acess to that application is validated with MS-

ADS and depending upon his role, access is denied/ granted to that application with the set of

privileges mapped to the assigned role by that application. The user, after having finished his/ her

work with the application, can go-back to SSO Application to select another application or directly

Logout from the existing application.

The SSO application would also enable an authenticated user to review/ update his profile (self-

service) using the SSO application. The audit trail of all the actions performed by an authenticated

user on Rajasthan SSO would be maintained in a separate database.

It is important that none of the existing legacy applications/ proposed applications would have

native user management module and would use only Rajasthan SSO for same. However,

application may have its own GUI for user management which would consume the SSO

Application and its web services for identity management, authentication and SSO.

http://www.rajasthan.gov.in/


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B. IBM PureApp and IBM Software products:

Item No. 1: IBM Pure Application System W2500-96m x86

Particulars Description

Hardware with system software

Compute

Processor (per Blade) 2x8 core, 2.6GHz Intel Ivy Bridge EP processor

# Compute nodes (Blades) 6

Compute Node Dual Processor, 16-core, 256GB memory

Memory/Compute Node 256GB (8 - 2x16GB, 1066 MHz, DDR3, LP RDIMMS(1.35V))

Network cards/Compute Node

1 x EN4054 – 4 port 10Gb Ethernet Mezz Adapter

Fibre cards/Compute Node 1 x FC 3172 - 2 port 8Gb Fibre Channel Mezz Adapter

# Cores 96

Memory 1.5 TB

Storage

Solid State Drive (SSD) 6 x 400GB 2.5 in. SSD (E-MLC)

Hard Disk Drive (HDD) 40 x 600 GB 2.5 in. 10k HDD

Storage Controller Redundant dual-active highly available intelligent V7000 disk controllers

Storage Expansion Redundant dual-active highly available intelligent V7000 storage expansion

Total Storage SSD 2.4 TB unformatted / 1.6 TB usable

Total Storage HDD 24.0 TB unformatted / 21.6 TB usable

Network

Top of Rack Switches (TOR) BLADE Network Technologies TOR G8264 switches for Customer Data Center & Rack to Rack communications

Transceivers 10GbE Fibre Direct Attach Cabling (DAC / Twinax)

Chassis Network / Chassis 2 x EN4093 – BNT 10GbE


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Fibre / Chassis 2 x FC5022– Brocade 48 16GbFC

Chassis 1 x Accipiter Chassis

Power Power Distribution Unit (PDU)

4 x 30A 1ph or 4 x 32A 1ph

Mgmt. Management Nodes 2 x PureSystems Manager (PSM)

2 x Virtualization System Manager (VSM)

Licensing PVU licensing 70 PVUs per core

Rack Rack 2.0 M 19‖ Enterprise Rack

Full stack monitoring (hardware, OS, entitled middleware)

Virtualization & virtualization management

Tooling for creating patterns


Virtual System Patterns

• IBM OS Image for Red Hat Linux Systems v2.0.0.3 (RHEL 64-

bit v6.3)

• IBM WebSphere Application Server Hypervisor Edition

v7.0.0.29 with IMP (WAS 7.0)

• IBM WebSphere Application Server Hypervisor Edition v8.0.0.6

with IMP (WAS 8.0)

• IBM WebSphere Application Server Hypervisor Edition v8.5.5

with IMP (WAS 8.5)

• IBM DB2 9.7 FP8 Enterprise Server Edition HV*

• IBM DB2 10.1 FP2 Enterprise Server Edition HV*

• IBM DB2 10.5 Advanced Workgroup Server Edition HV*

• Automation Framework HV (for migrating applications)

Virtual Application Patterns

• Java Pattern v1.0.1 (64-bit Java 7 SDK)

• IBM Workload Deployer Pattern for Web Applications

v1.0.1 (with WAS v7)

• IBM Web Application Pattern v2.0.1 (with WAS v8)

• IBM Transactional Database for Cloud v1.1.0.7 (DB2 9.7

FP8, 10.1 FP2 & 10.5)

• IBM Data Mart for Cloud v1.1.0.7 (with DB2 9.7 FP8, 10.1

FP2 & 10.5)

Item No. 2: IBM Case Foundation


IBM Case Foundation V5.2 includes

• IBM FileNet Content Manager

• IBM FileNet Case Analyzer

• IBM FileNet Process Designer

• IBM FileNet Case Monitor

• IBM FileNet Process Simulator

• IBM FileNet Connector for Microsoft Visio

• IBM FileNet eForms for P8

• IBM FileNet P8 Platform: Content Platform Engine and Application Engine

Additional bundled IBM software components with

• IBM Forms V8.0 • IBM Cognos® Real-time Monitoring V10.2


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limited use license terms • IBM DB2 Enterprise Server Edition V10.1 • IBM DB2 Enterprise Server Edition V9.7 • IBM WebSphere® Application Server V8.5 • IBM Tivoli® Directory Server V6.3

Item No. 3: IBM Integration Bus


Data formats supported Standards-based formats (such as XML, DFDL, and JSON), industry formats (such as HL7), and custom formats

Range of operations Routing, filtering, enrichment, multicast for publish-subscribe, sequencing, and aggregation

Item No. 4: IBM Datacap Taskmaster Capture


Number of Users 50

C. Oracle Exadata and Oracle Database Products

Item Cores

Software :

Oracle Database Enterprise Edition Processor Based for Exadata 48

Oracle Diagnostic Pack Processor Based for Exadata 48

Oracle Tuning Pack Processor Based for Exadata 48

Oracle Real Application Cluster Processor Based for Exadata 48

Oracle Partitioning Processor based for Exadata 48

Oracle Database Vault Processor based for Exadata 48

Oracle Audit Vault and Database Firewall Processor based for Exadata 48

Oracle Advanced Security Processor based for Exadata 48

Oracle Cloud Management Pack Processor Based for Exadata 48

Oracle Life cycle Management Pack Processor Based for Exadata 48

Oracle Exadata Storage Software

Hardware :

Oracle Exadata Database Machine X4-2 Quarter Rack HC Disks Database Server - 2 nos. Storage Server - 3 nos. Infiband Switches - 2 nos.

Media Server For Backup 2 x Intel Xeon E5-2609 v2 @ 2.5 Ghz quad core 64 GB RAM 5 Disk of 4 TB 720 rpm SAS-2 HDD each (RAID -5) Redhat Enterprise linux

8

Platinum Server For Remote Support 2 x Intel Xeon E5-2609 v2 @ 2.5 Ghz quad core 48 GB RAM 6 x 300 GB Hard Disk Drive Oracle Enterprise Linux

8

EM 12c cum Audit Server 2 x Intel Xeon E5-2630 v2 @ 2.6 GHz hexa core

12


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96 GB RAM 4X600 GB Hard Disk Drive Oracle Enterprise Linux , Oracle VM

D. eForms: AEM (Adobe Experience Manager) Form Server 6.0


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ANNEXURE-4: FUNCTIONAL REQUIREMENTS SPECIFICATION

The functional requirement specifications stated below are the minimum features that the

software solution suggested for eMitra should have. This indicative functional requirement has

been provided here to be used by the Selected Bidder towards development of detailed SRS and

successful implementation of the project. The System Integrator/ Implementation Agency

(SI/IA) shall develop the System Requirement Specifications (SRS) documents where all

the processes, procedures and existing templates should be studied in detail by the SI/IA. SI/IA

should in dependently design the solutions as may be required to support the business

operations. The SI/IA shall be required to coordinate with RISL for the detailed system study

and interact with different stakeholders of the project for preparation of SRS and related design

documents.

The eMitra Software Solution is conceptualized to include following:

Service Delivery Interface – A front-end web application accessible over the internet by

the public users (Citizen, LSPs, Kiosks, other Govt. & Business users) across the state

through separate logins & functionalities relevant to them for availing various services.

Citizens or other users can obtain information related to eMitra from the web portal without

any login.

Service Processing Interface This back-end application would be accessible by

department users for processing the online service requests received from citizens or

kiosks and disposing them online.

eMitra Team shall have a login in the web-application for performing different

functionalities.

GATEWAY ( Service Delivery ,, Payment ,

SMS , e - Sanchar, e-Maill

.)

Service Delivery Interface

Service

Processing Interface

User Management Service Management

PORTAL ADMIN MANAGEMENT

SINGLE SIGN ON

Financial Management

Kiosk Management Transaction

Management


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Based on the requirements of services envisaged for automation of eMitra under current

scope of project, the core and non-core functional components that are envisaged for eMitra

Software Solution are described below:

eMitra Application:

Thin application, to be run on low bandwidth (64 kbps/ GPRS) for basic services like Offline

form filling, Bill Payment, depositions of dues, etc. (except services having work flow based

processing). Out of targeted 20,000+ kiosks in the state (concurrent users – 5000+), about

10,000+ kiosk are expected to use thin application for transactions. The thin application

must complete entire transaction life cycle within 30/40 sec time limit and should be able to

run on mobile (android, Windows, ios) devices and PoS machines also.

Thick application having complete workflow based application, back-end integration with

concerned service providers/ third-party applications, etc. Online application services to

have offline form filling facility.

Mobile Application

Functional Requirements: As mentioned at Annexure 1, modules wise details of functionalities

are given as below:

A. Service Management

Service is a facility to the citizens/business/government/ govt. employees etc. for availing benefits

offered by the Government. Detail of various types of services in the system is given below:

Type of Services

a. By Fund Consume Method: Pre-paid & Post-paid

b. By type of Processing Method:

i. Application Based Services

1. e-Form based without any deliverables: eg: Tenant Verification

2. e-Form based with deliverable

a) Template Based Digital Signed document delivery: eg: Bonafide Certificate,

Caste Certificate, Police Verification, etc.

b) Template Based Multi-Digital Signed single document delivery: eg: Land Patta,

etc.

c) With or without Template Based- Scanned document delivery (with or without

digital signature/s)

ii. Payment based services:

1. Demand/Utility Bill:


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a) Real time integration with back-end (through web-service): DISCOM, Dish TV,

Registration of OPD Patients for SMS hospital, Food- registration & Licensing

Fee deposition services, BSNL, PAN Card

b) Batch mode integration with back-end (Data exchanged Offline between e-Mitra

& respective dept): BSNL landline, mobile, etc.

c) No integration (Billing data not available) – PHED, airtel, etc.

2. Fee Collection type of service

a) Fee Payment @ e-Mitra (Token) then form filling at respective back-end

application e.g. RPSC, UoR

b) Form Filling at respective back-end application then Payment @ e-

Mitra(Token): e.g. JDA, BSER, RUHS, RTI

3. 3rd Party Services through e-Mitra Authentication: RSRTC, CSC SPV

iii. Grievance Registration & Redressal (integration with Rajasthan Sampark Portal)

iv. Benefit Disbursements (integration with Bhamashah Application)

Service Management – Sub Modules

S. No. Sub-Module Name Description

1. Service Type Definition To define different type of services available under eMitra service basket

2. Service Creation/ Management

User interface for service creation and define service name, selection of owner and delivery department/s, category and type of service, service related dates (To and From Date), service wise payment modes allowed, service availability modes such as available to Internet user, Mobile user, Kiosk, etc.

Version control on each and every change.

3. Service Form definition/Management

For defining service related parameters, like: web form/ e-form/ user identification fields only (captured in the profile), enclosures required (Mandatory/Optional) - based on the parameters defined in the service form.

4. Service Data Input Definition/ Management

Where a service requires any data input, like:

a. Pre-filling of data from source back-end in e-Mitra database

b. Data Fetching from 3rd party back-end (Real Time)

5. Service Data Output Definition/ Management

Where a service has any data output, like:

For Applicant

a. Template based Output

b. Service wise customized receipt configuration

For Departments

c. Linking with 3rd party applications (updation in the third party back end on real time basis)

d. Transactional data transfer in batch mode (as defined by concerned dept)

6. Service Output Template Definition / Management

An interface to define the output format for service delivery to the applicant and further configuration, if required (like in case where the o/p is to be printed on pre-printed stationery).


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7. Service Default Destination Configuration/ Management

Destination of the service means transaction would flow either to the e-Mitra back-end (departmental user) or it would flow to third party application. Configuration shall include providing the correct destination URL.

8. SMS/Email/IVRS Configuration/ Management

Configuration of the notification w.r.t. a service through SMS/Email/IVRS etc. at various stages/statuses of the transaction.

9. Service Rate / Commission Rate - Configuration Management

Interface for defining the revenue head wise service fees and commission charges.

10. Service Commission Source - Configuration/ Management

To define/ configure source of commission for a service; to be collected from:

a. Department (generally excludes Service Tax)

b. Public (generally includes ST)

* Service tax could be included or excluded in the commission

c. Other Stakeholder

Complete configuration for legal liabilities like TDS, Service Tax, etc. (inclusive/ exclusive) is also to be done.

11. Service Commission Distribution Configuration/ Management

To distribute commission for a service to the stakeholders evenly or unevenly (as per service wise commission configuration).

Service wise configuration of commission charges as per defined share (ratio) for various stakeholders. Eg: for many services the commission is distributed between RISL and LSP in the ratio of 20: 80. The 80 % share of LSP is further distributed in the ratio of 25:75 between the LSP and the kiosk owner.

Feature to configure different commission distribution ratios as per Division or District, LSP / Kiosk, Service or Department

All these ratios and levels are fully configurable and system can go up to ‗n‘ level

Commission rate could be fixed amount, fixed percentage, collection range based percentage, collection range based fixed amount etc.

12. Legal Liabilities (ST/TDS) - Configuration/ Management

With each service various legal liabilities like Service tax, TDS etc. are to be configured and their configuration should also be customizable for Division or District, LSP / Kiosk, Department/Service.

13. Fund Transfer Destination - Configuration/ Management

To define/ configure Bank Account details of line departments, Identification of office level for payment to line department (State, District HQ, Sub-Div Group, Sub-Div etc), Terms of payment (T+n Days), interest/ penalty (due to late payment) calculation configuration, etc.

14. Service Payment Mode -Configuration/ Management

For configuration of various Payment Modes such as Cash, Cheque, Net Banking, Credit, Debit cards, Challan, etc. at different delivery channels.

15. Configuration/ Management of Digital Signature for a service

Configuring digital signature for delivery of digitally signed Service output.

16. Upload / Management of e-Forms (Online &

An interface to upload e-forms (Online & Offline) in both Hindi & English language with respect to a service.


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Offline) The offline e-form should have client side validations and master data available when downloaded. This form should be fillable and when user uploads the offline e-form, it should behave as online form.

17. Service delivery timeline Configuration Management

Allows configuration of delivery time for a service at different levels and based on priority of service. The service delivery time shall also take care of the government holidays. The delays shall be counted beyond the service delivery time for a service.

18. Penalty Configuration on delays in service disposal

For the delays, penalty can be configured at different level of stakeholders for delay in service delivery

19. Upload Printable Form with versioning

Allows the user to upload the printable Forms for all the services. Option for both Hindi & English language.

20. Service Delivery Rights Management

Allows activation/deactivation of a service for Office /District /LSP /Kiosk, etc. for a duration.

21. Service Jurisdiction Mapping

Service Jurisdiction i.e. availability at different levels of hierarchy (Division/district/tehsil, etc), Service Delivery level definition.

22. Service Enclosure Mapping

Allows configuring enclosures (optional/mandatory based on form fields) for a service.

23. Service Status Mapping Configuring status of a service and mapping the posts /designation w.r.t. to a status

24. Service Escalation Matrix

Configuring service wise escalation through SMS/e-Mail/IVRS at Office/Department/District etc.

25. Add Service Guidelines Allows the user to add the service guidelines of a service of a Department which should also be downloadable. Option for both Hindi & English language.

26. Service Versioning Any changes in the service configuration shall be maintained in the history and a new version shall be created.

B. User Management

eMitra being a multi-stakeholder project, it is of paramount importance to manage all stakeholders

as per their roles and responsibilities. An indicative list of users to be defined in the e-Mitra system

is as follows:

PUBLIC USERS: This type of users will be created by self or by kiosk holders. The roles and

rights will be auto assigned to them. Public users shall be facilitated with O-Authentication to login

through Google/Facebook/Twitter and thus creating profile in the application.

a. CITIZENS (Online User / Offline user via Kiosk) / m-Citizen

CUG USERS : These type of users will be created by the ADMIN. The roles and rights will be

managed by the Admin.

a. e-Mitra service provider – Local Service Provider(LSP) /Service Center Agency(SCA)

b. Kiosk Holders

c. Line/Participating Departments / 3rd Party Service Providers (e.g. CSC SPV)

d. Governing Bodies (RISL/DeGS etc)

e. Payment Gateway (Banks, e-GRAS, IFMS, Aggregators)


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All the users in the system shall login based on Single Sign On (SSO) theme wherein the user

having multiple roles shall be maintained by the SSO. SSO will authenticate & authorize the users.

User Management – Sub Modules

S No

Sub-Module Name Description

1. User creation (citizen) An interface to create citizen profile/credentials for accessing the application and making transactions.

2. Create/Edit Citizen Profile Interface for creating/editing profile of a citizen such as name, dob, email id, mobile, login-id, password, address (district, tehsil, village, urban/rural, ward-no), Aadhaar no, bhamashah no, EID No., secret question/ans, religion, caste etc.

3. Personalization of Citizen profile

An interface to personalize the citizen profile based on the interest such as scholarship/sports/subsidy etc based services and receiving notifications accordingly

4. Document Repository Allows user to upload relevant documents in the profile repository (linking of documents to the end-citizen and re-use thereafter)

5. Change Password Allows user to change the existing password of the user

6. Forgot Password Allows user to generate the new password if the user is unable to recall the password set for the user id.

7. Creation of Kiosk Portal ID:

After certification of kiosk profile, credentials will be created for Kiosk Admin/User. An interface to generate Kiosk Ids based on the kiosk profile.Users shall also be created in bulk.

Intimation to LSP: Auto generation of Email alongwith all the UserIds/Password of Kiosk created to LSP / Kiosk (registered email id to Kiosk or LSP as per configuration)

8. Activation / deactivation of Users

An interface for:

1. Marking of activation or de-activation of Users by authorized officer

2. Recording of source / documents for activation/de-activation request

Audit trail of activation/deactivation by authorized user

9. LSP Users Creation/Modification

An interface to create LSP users like:

Users Roles/Activity

State Coordinator For creation of Kiosk in all the districts

District Coordinator For creation of Kiosk in particular district

Fund Manager Manages Fund for LSP/Kiosk- credit limit allotment/withdrawal

LSP Admin Edit Kiosks, Manage Kiosks Service, Active/deactivate kiosk

10. Create/Manage department users

To create following type of department users

Government User


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Non-Government User

While creating the users, default role type (set of defined activities) is assigned to them.

11. Create /Modify Closed User Group (CUG)

An interface to create a CUG, a closed group of users within an office.

12. Assign/Revoke Role to/from users

An interface to assign/revoke role to or from specific users in addition to the role already assigned to them.

13. Assign/Revoke Additional Rights to/from User

An interface to assign/revoke rights to or from specific users in addition to the rights already assigned to the user

14. User Activity Management

An interface to add/delete role/ activity for a particular user.

15. Registration of Digital Signatures(Token)

An interface to register digital signatures (token) for a user.

C. Transaction Management

Any service request filled in by the applicant where a unique acknowledgement ID is generated

on eMitra application is referred to as a transaction.

Following sub modules broadly defines the functionalities under Transaction Management module:

# Sub-Module Name Description

1. Apply Online Service An interface to make a transaction for a desired service , fills the e-Form

(in both offline and online mode) and make payments. Option for partially submit the application and filling e-Form at later time.

2. Make Payment Payments can be made through payment gateways or payment

aggregator wherever applicable as per the configuration.

3. Check Status of transaction

An interface to check the current status and entire history of the transaction made having used the unique transaction ID.

4.

Change Application Status

An interface to department officials for changing the status of the transaction like Application Pending, Approved On Hold or Rejected etc

5.

Scan & Upload Service Delivery Output

Interface for department user to upload the manually prepared certificate/service delivery output which is scanned and uploaded. Option to Digitally Sign the certificate should be configurable while creating the service.

6. Generate Digitally signed Service Delivery Output

Interface for department user to generate the service delivery output based on service template definition. Option to Digitally Sign the certificate should be configurable while creating the service.

7. Download /Print Service Delivery O/P

To allow user to download & print the service delivery O/P uploaded/generated by the departmental user. This O/P is in non-editable mode which can be printed on a pre-printed stationery.


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8.

Mark to Office /Department User

Department user can mark the application to a different destination department/ office or within same office to a department user or to a CUG user.

CUG is a closed group of users within an office.

9. Change Service Delivery Output

Allows user to change the service delivery output/ certificate uploaded against a transaction

10. Cancel Service Output This allows user to cancel the service delivery output/ certificate

uploaded against a transaction

11.

Verify Service Output The user visits the portal and searches the service delivery output/Certificate by using the Reference/Certificate number. The output is displayed which can be downloaded and can be printed (only if authorized).

12. Citizen/kiosk Reply on one-on-one transaction/ service request

Allows Citizen/kiosk user to interact with the department user wrt to a transaction.

13.

Department Reply on one-on-one transaction/service request

Allows department user to interact with the Citizen/kiosk users wrt to a transaction.

14. Search Interface An interface to display the transactions made by the Applicant. This also

displays alerts due to actions made on the transactions by either Department User or Citizen/kiosk.

15. Cancel Service Request

Public User can cancel the transaction (depends on the type of service) till it is not submitted to the Department. Additionally, kiosk /LSP users cannot cancel service request after the day close.

16.

Refund payment after service request cancellation

For the transactions that have been cancelled successfully by the user, the payments shall be refunded back to the requestor.

An interface to view the cancelled transactions and initiate refund payment action.

17. Correction in Service Request

An interface to make correction for the allowed fields only in the service request which was successfully submitted.

18.

Mark DD/Cheque Clearing as Cleared / Dishonored as per Bank statement

Interface to mark bank instruments as cleared or bounced.

19. Reconcile Failed Transactions

Screen to reconcile the payment based failed transactions made by any user against the reports from the Payment Gateway. An appropriate action can be taken for such transactions.

20. Tracking Transaction Payment Life-cycle

An audit trail for payment transactions starting from receipt of money from kiosk/citizen till final delivery to the concerned department and distribution of commission to the stakeholders.

21. Tracking Service Delivery life cycle

An audit trail of a transaction capturing who has taken what action along with the time stamp.

D. Kiosk Management


1. Register Kiosk /Edit Kiosk details

An interface to create/register following type of Kiosks:

Departmental Kiosk


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Public Kiosk (under LSP)

The interface should facilitate and capture kiosk owner details including name, address, contact details, qualification, and Kiosk details like geography (district, village, etc), kiosk name, geo locations etc. Building resource (govt building/private), mapping with other monitoring parameters (customized configuration).

Mapping of kiosk with the owner/parent stakeholder- department or LSP.

Option for upload kiosk documents like education qualification, police verification, ID Proof. Agreement etc. which generates a unique VLE ID.

Workflow for approval/certification: All kiosks created under Department need not to go for verification and inspection. Kiosk under LSP will go through Verification/Inspection cycle.

2. Send to DeGS (For Verification)

After registering, LSP will forward the kiosk data for verification to DeGS. All such kiosks due for verification will auto-drop in INBOX of DeGS for further action (Workflow).

Not applicable for Departmental Kiosk – configurable

3. Verification Phase a. Assign for Inspection: DeGS Nodal officer will assign this Kiosk for Inspection to any of the officer under them

b. Inspection & Report Submission- Kiosk Inspecting Officer will check the location, resources, documents with the VLE and submit report (with recommendation)

c. Action for Acceptance or Rejection: After submission of report, Nodal officer or Inspecting officer will take appropriate action : Approve / Return / Reject (Denial) ( With Audit Trail)

d. If Return or Rejected Return back to LSP

e. Certification : If Approved, a certificate will be issued to the Kiosk

(Not applicable for Departmental Kiosk – configurable)

4. Active / In-Active of Kiosk: 1. Request Module: from LSP or DeGS to activate or deactivate particular kiosk

2. Processing module: Marking of activation or de-activation by authorized officer

3. Recording of source / documents with request

4. Audit trail of activation/deactivation by authorized user

5. Mapping of Kiosk with kiosk users

The kiosk type of users shall be mapped with the kiosk/department kiosk created. The kiosk will be allowed to make transaction only after the users are mapped with the kiosk.

6. Renewal of Kiosk Certification Validity of kiosk certification can be renewed online

5. Closing/Withdrawal of Kiosk 1. Withdrawal request from DeGS (optional with LSP Letter)

2. Withdrawal request from LSP / with Kiosk Request

3. Only In-Active kiosk can be closed permanently

4. Only kiosk with Day-Closed can be processed

5. After closing: Transfer of funds available in wallet of kiosk to kiosk Bank Account

6. Advanced Kiosk SEARCH Search option for kiosk through:

LSP

District

Tehsil/Block


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Name

7. Migrate Kiosk Kiosk Migration from one LSP to another: If any Kiosk want to shift from one LSP to another, admin should be able to transfer all master data from old kiosk to new kiosk

8. OMT Creation Registration: on daily basis generation of FLAT file with kiosk created during the day time, the file will be transferred to Concerned 3rd party organization for further action

Installation & Updation in system- On receipt of OMT ID for the kiosk, the software will be installed on PC of kiosk and same ID will be updated in Portal to track all activities

Linking / delinking of OMT Id

E. Portal Admin Management

I. LSP MANAGEMENT


1. Create LSP Interface for creation of LSP capturing following details such as Name of LSP, Contact details, Address, Owner Name, Work order, validity period etc.

a. Profile: Company Name, registration no, registered address, local address of communication, contact person name+ designation + contact numbers, email-id, detail Bank account number (Bank, branch, ifsc, a/c no, ac holder name, address), service tax no, PAN, TAN etc.

b. Contact details: Team members list with District - area concerned

c. department/services authorized to deliver,

d. District /division target kiosk opening allowed,

e. Revenue support allowed with district- amount – transaction limit etc

f. Nomination module for fund flow – how the funds will be routed from kiosk to RISL: either via LSP or directly in RISL account

2. LSP – District Mapping Allows mapping of LSP with District for operations in marked district.

Kiosk for that LSP can only be allowed to open in the mapped districts.

Mapping of Bank Guarantee (G2C & Performance) details configurable for the State or district wise.

% of BG (G2C) to be marked as Credit Limit of LSP should be configurable.

3. Activate / deactivate LSP Allows activation /deactivation of LSP through interface

4. Mapping of LSP users with LSP

The LSP type of users shall be mapped with the LSP created. The LSP will be allowed to operate and manage only after the users are mapped with the LSP.

5. Inventory Management Manages kiosk wise inventory of LSP e.g. pre-printed stationary

II. PORTAL MANAGEMENT



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1. Department Designation Mapping

The department will be mapped with the designation.

2. Department Service Mapping An interface to map service with the department(s) and also map with the designation(s) which will deal with the service at the department level.

3. Assign Post to Department Users

This allows the department users to be mapped with the post created in an office. Pl. note; a user can be mapped with multiple post while a post can be mapped with a single user.

4. Assign Service to Post By Default the services mapped with a designation will be inherited by the posts created under that designation. However, an option to customize the service mapping for a post.

5. Remove User from Post This functionality is to remove a department user from the post mapped to it for e.g. a new official is given a post which is already holding by the other user. To assign post to the new user, it is essential to first remove the existing user from the post. Then new user can be mapped with this post. Since, one post can be hold by only one Department user in the application.

6. Batch Mode Service Output Structure definition

An interface to define the structure of the service output to be transferred in bulk to the owner department in batch mode.

7. Batch Mode Service Input Structure Definition

An interface to define the structure of the service input from source in batch mode.

8. ETL Tools Implementation of ETL tool for extraction, transform, load of data to DB

Advanced Query Builder

Exception monitoring tool to regularly monitor database for any type of exceptions

9. Display of updates interface An interface to define the marquee template on the specific page.

10. Search Interface An interface to display the transactions made by the Applicant. This also displays alerts due to actions made on the transactions by either Department User or Citizen.

11. View Form View Form button to view the e-form filed by the applicant.

12. Digital Signature define different stages where digital signature implementation is done

1. While filing online application, when Registered/CSC user attaches relevant documents

2. While editing an e-form

3. When the service request has been Approved/Closed and the Certificate or Document (if part of the service) needs to be sent to the Applicant

4. Additional Documents are uploaded

5. Citizen replyDepartmental Reply


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13. Escalation Matrix Configuring escalation channel for a service, office, department, district etc. level.

III. REPORTING


1. DashBoard Various graphical dashboards for different types of users.

2. Reports Various types of reports for different types of users such as:

BG/Security Deposited Status, legal liabilities, Commission Configuration, active/inactive LSP/kiosk under LSP etc.

Kiosk based reports

Fund collected report along with penalty calculations

Commission Received based reports

Query Based Transaction Reports for department users

Audit trails of transactions by Kiosk

3. Exception Reporting / Alerts

Module to raise exceptions in form of reports/ SMS/email alerts for the following cases –

a. Data – wrong or not as per business rules

b. Process – process not followed in sequence or anything missing in process

IV. SYSTEM MANAGEMENT : Indicative list of masters to be created in the application

are as folows:

# Master Name

1. Role

2. Banks

3. Bank Branches

4. Bank Account of Stakeholders- LSP& offices, Departments & offices, Kiosks, RISL, DeGS

5. Caste

6. Category

7. Service Type

8. Service Category

9. Revenue Head


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10. Department Types- Department or Administrative Department

11. Category of Department- PSU, Govt Dept, Private etc

12. Department

13. Designation

14. Office

15. Post

16. Jurisdiction Hierarchy

17. Division

18. Districts

19. Panchayat Samiti

20. Tehsil

21. Gram Panchayat

22. Village

23. ILR Circle

24. Sub Division

25. Nagar Nigam

26. Ward

27. Payment Mode

28. Payment Mode Types

29. Title

30. Gender

31. Marital_Status

32. Mother Tongue

33. Occupation

34. Relationship

35. Relation Type

36. Religion

37. Salutation


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38. Enclosure Group

39. New Administrative Jurisdiction Level

40. Administrative Jurisdiction Type

41. District- Holiday

V. OTHER

Resource Management Integration of e-Mitra application with resource management software(s) available in SDC. An interface and dashboard to receive alerts /notifications (SMS, e-Mail etc) for exhausting threshold/upper limits of various Key Performance Indicators for following type of resources: --

Web Server

Application Server

Database Server

Network Infrastructure

Feedback Management Interface for sending, receiving, reviewing and responding to the feedback provider.

Inventory Management Inventory module will be used to manage inventory of stationery, other items of consumable or non-consumable nature with minimum following functionalities:

a. Item management with prime characteristics

b. Supplier/s management

c. Issue/Receipt of items to kiosk/office/stake holder with payment

d. Returning of item to suppliers/from kiosk/office/stake holder, etc

e. Party Ledger, Item Ledger, MIS Reports, Dashboard

Grievance Management An interface for department users to transfer grievances received from following sources:

a) Service Delivery Interface (e-Mitra) or

b) Raj Sampark Portal/ CCC.

In case, the grievance is received from SDI, it should be routed to Raj Sampark portal also for monitoring.

An entire module for changing the status of the grievance and sending respective output to the source (if any) corresponding to the grievance.

F. Financial Management

I. Fund Transfer: An interface provided to users to transfer funds from their bank account to

their e-Wallet available in e-Mitra Application.



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1. e-Wallet Management e-wallet (just like a bank account) to maintain a pre-paid and post-paid account of stakeholders, an interface for managing e-Wallet with functions like – account statement, make payment, fund transfer, receive payment, etc. e-Wallet shall be configurable for all the stakeholders

2. Configuration for Fund Flow

Used define the path for transfer of funds from one stakeholder to another. After successful fund transfer (using payment gateway), equivalent amount/credit is released to concerned sender stake holders e-wallet. For all failed transactions, reconciliation is done.

3. Fund Transfer Transaction Following fund transfer mechanisms are required:

Fund Transfer Direct: Under this mechanism, immediately after a successful transaction by a stakeholder, an equivalent amount of credit limit gets released for the concerned stakeholder.

Fund Transfer (Maker – checker): In this system, firstly a stakeholder operator(Maker) makes a transaction request for transfer of funds to concerned receiver stake holder, which is further authorized by a sender stakeholder admin (Checker) in order to complete the transaction.

Stakeholder shall be asked for the destination (i.e. pre-paid or post-paid e-Wallet account) of restoring credit limit/ amount after fund transfer.

Stakeholder can tranfer funds :

From bank account to pre-paid e-Wallet

From bank account to post-paid e-Wallet

From pre-paid to post-paid e-Wallet

4. Transfer Funds from e-Wallet to Bank Account

Interface to initiate work flow for transfer funds from e-Wallet to configured Bank Account. Once the request is approved by the admin, the e-Wallet is debited and the Bank Account is credited.

5. Fund Receive For cases where the stakeholder has not transferred funds through fund transfer module and directly deposited funds in the bank account of the receiving stakeholder, an interface to receive funds transferred by the sender is to be developed which will also manage the e-wallet of the stakeholder who has transferred the funds

6. Service wise MOU/agreement Management

Interface to define service based SLAs for stakeholders with details of account for settlement, time period for transfer of collected funds, revenue head wise cost break-up(if any) etc.

7. Service SLA Management & Monitoring

Interface to monitor and manage, view delays, alerts for delay in payments or receipts of funds or delivery of services

8. Penalty Calculation Interface to perform calculations of penalties on late payments by stakeholders e.g. either by kiosk/LSP to RISL or to line department by RISL.

Mechanism to recover the penalty amount from the stakeholder.

9. Management of Legal liabilities

Interface to manage various legal liabilities defined for the services like service tax, TDS etc. Alerts for delay in deduction/payment of liabilities to government, Reconciliation of liabilities paid for excess or deficiencies etc.

10. Invoice Generation & Management

Interface to generate invoice to be sent to concerned line departments for services delivered through e-Mitra, along with a feature to track department wise payments status, delays etc.


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11. Commission Disbursement Interface to display the stakeholder wise commission calculations for each service (as per the configuration).

Also, having feature to verify the calculations from the related reports and make payouts to the concerned stakeholders.

12. Revenue Collection Register (RCR) Management

Interface to generate RCR for the kiosks & LSPs and record the same with timestamp This RCR will be an integral part of Kiosk Day End process.

13. Payment to line department Interface to generate the report of funds due to be paid to line department as per SLA, generation of bank output file to be uploaded to Bank‘s internet banking, or payment through e-GRAS, or transfer of funds to line departments through integrated banks directly. Also after transfer of funds, all concerned accounts / books shall be updated automatically with track of bank‘s transaction-id, e-Gras id etc.

14. Reconciliation of fund transfers/ Receipts/ Collections/ Bank Accounts/ Payment Gateway/ payment to departments, etc.

A module having following functionalities for reconciliation of transactions:

Reconciliation/Verification of Transactions done through Payment Gateways

Reconciliation of receipt of funds from kiosk/LSP through fund transfer or Fund receive module

Reconciliation of amount/credit limit released to various stakeholders

Reconciliation of funds transferred to various stakeholders

Reconciliation of Bank Statement against fund transfers, receipts and other miscellaneous charges/payments etc

Reconciliation of refund cases for failed transactions


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G. e-MITRA MOBILE APPLICATIONS

e-Mitra mobile based application shall be developed for the following users:

1. Citizen- for availing services, making payments, check transaction status

2. Kiosks- for availing services, making payments, check transaction status, e-Wallet

management, fund transfer

3. Admin – Dashbaords, reports, fund management, fund transfer, KPI monitoring.

The mobile application should work primarily on Windows, iOS, Android and latest devices which

are market prevailing.

e-Mitra mobile app should be able to run on mobile, PoS devices etc. The mobile application

should work on minimum 64Kbps bandwidth.

H. INTEGRATION WITH PAYMENT GATEWAY

Currently, five banks namely ICICI, SBBJ, Axis Bank, Bank of Baroda, HDFC are integrated with

e-Mitra application. In addition to this, e-Mitra application is also integrated with Bank Aggregators

like Bill Desk & Pay U which provide banking facilities for almost all the banks and credit/debit

cards. The selected bidder shall be responsible for integration of additional Paymnet Gateway‘s of

individual banks/ aggregators, if required by RISL at any stage during the contract period.

For each of these bank gateways, following input parameters are required for integration and

communication between the two applications – Amount, response URL, Merchant Id, Secret Key,

Salt no, Checksum Key, PRN, and ITC etc. The name of these parameters differ from bank to

bank but their meaning/ usage remains same. So the system needs separate customization to

integrate any new payment gateway.

The selcetd bidder shall be responsible to build a generic API for instant integration with any bank

gateway which should also be configurable based on the requirements without any need for

coding. The API should provide plug-n-play feature to add new gateways. All the parameter

requirement of new gateway could be mapped with e-Mitra transaction parameters.


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I. INTEGRATION WITH 3rd PARTY APPLICATIONS:

Integration with other applications of GoR/ third-party applications, as mentioned below, shall be

done through service delivery gateway/ Enterprise Service Bus only, which shall act for

middleware functionality of the application. The access and control to the gateway for this purpose

shall be provided by RISL to the selected bidder.

3rd

Party (Application Integration)

The services for which Departmental Back-end is available

Aadhaar services

e-Grass, RSRTC, ICICI Prudential, CSC SPV, etc.

Online Monitoring Tool (OMT)

Rajasthan Sampark

Citizen Call Centre

Bhamashah

BPL Database

PAN India

Marudhara Uday (GIS Portal)

e-Mitra as Payment Gateway

Configuration of all Bank/Aggregator available in Payment Gateway on Merchant basis.

SMS Gateway SERVICE based Configuration for sending Text SMS to citizen as per Stage of transaction.

Feature to configure multiple Gateway and use them in parallel

e-Sanchar SERVICE based Configuration for sending VOICE SMS to citizen as per Stage of transaction.


Email Gateway SERVICE based Configuration for sending Email to citizen as per Stage of transaction



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Non- Functional Requirements:

S.No Business / Functional Requirement

General Requirements

1. System should support multilingual interface.

2. System should support multilingual labels.

3. The system should ensure easy scalability and extensibility through minimum effort(this will vary based on the requirements)

4. The system should be designed in manner that operational data will never be lost until a manual intervention/hardware failure.

5. The system should run on multiple browsers

6. The system should be designed to have minimum satisfactory performance even in remote locations connected on low-bandwidth (64 kbps).

7. The solution should be provided along with the product manuals, user manuals and functional specifications.

8. The solution should maintain a database of frequently asked questions (FAQ).

9. Will provide data dictionary for mandatory fields.

10. Solution should follow NIC website development guidelines and standard guidelines too.

11. The solution should ensure that data deletion is controlled centrally as per the defined policy or the person having right to do so.

12. The process for removing unnecessary code from the application after it is released should be documented.

13. Application code should not contain invalid references to network resources (Pathnames, URLs etc).

14. The solution should not display the entire path of URL in the browser based application. We will manage through app server and web servers.

15. Solution will prompt proper error messages.

16. All the exceptions will store at DB end and pass the same to admin/stakeholders for further escalation

17. Application will not fail without manual intervention.

18. This will be a web based solution and no temporary object will be created.

19. Application will maintain audit log for important data transactions like updating and deletion

20. Data model should be flexible to add more data fields as per changing business needs

21. Will provide standard security i.e. roll base, password policy

22. The solution should perform all functions with keyboard support (mouse is not mandatory)

23. The system should allow the following

Multiple financial years processing capabilities

To modify and reorganize all menus

System Availability, Performance, and Scalability

24. Application will be up and running (at least 99%) if no other disturbances like power failure, LAN problem, any other infra-structure issue etc arises.

25. System will provide proper adequate response for accessing each of the modules.

26. System will show quick response in simple search and will take little bit more time for advance search and this will vary based on input conditions.


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27. Application will work based on roles and rights

28. Application will run at secure platform.

29. Application will follow security standard guidelines.

30. Application will work smoothly

Ease of Use

31. All error messages produced by the System must be meaningful,

32. The System will employ a single set of user interface to provide a familiar and common look and feel for the application.

33. The System must be able to display several entities (cases, suspects) simultaneously.

34. The interfaces will be customizable or user-configurable to the extent possible (look and feel, logos).

35. The System user interface must be suitable for users with special needs; that is, compatible with specialist software that may be used and with appropriate interface guidelines

36. The System will provide role based access to the applications modules.

37. The System must allow persistent defaults for data entry where desirable.

38. Frequently-executed system transactions must be designed so that they can be completed with a small number of interactions (e.g. mouse clicks).

Usability Guidelines

39. We will follow standard guidelines for development and designing and will follow ISO 9241-20, ISO 9241-171, and ISO 9241-110 too.

Modularity

40. The solution will initially be required to cover a range of process modules mentioned above, but it should allow addition of more modules or more users in any module as and when required. The solution proposed should be able to integrate with solutions/products/applications on Open standards

Data Model

41. The solution should use a single unified data model hosted on the database

42. Bulk Load of Flat Files

43. Should support verification of data integrity before the data is loaded into the package tables

44. In case of errors, it should provide a list of rows that have produced errors and should not load any rows from the flat file

45. Messaging based integration

46. Should support guaranteed, delivery of messages

47. Should use XML based messages

48. Should support standard transport protocols like http, https, ftp, ftps, imap and smtp etc

Data Migration

49. The solution should have automatic way of migrating the data of existing database in case of data structure change during transfer to new versions

Data Validation

50. It should have the ability to assign validation on specific fields based on entries in the data validation reference file

Security

51. The solution should be capable of providing One user multiple roles and vice versa


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52. The solution should be capable of providing automatic timeout for transaction entry

53. The solution should be capable of providing automatic timeout for user (log out)

54. The solution should be capable of providing Time restriction on transaction

55. The solution should be capable of providing terminal soft lock facility

56. Ability to allow definition of rules for password composition and password encryption

57. System should support configurable password policies including

58. Password expiry

59. Password history and reuse policy

60. Ability to handle data updating/ deletion/ creation only through application layer

61. Session limits must exist for the application. For each session type, there must be limits on the number of sessions per user or process ID and the maximum time length of an idle session

62. The solution must not enable users to circumvent the intended user interface to access resources in its supporting infrastructure

63. Ability of system to display an appropriate warning message upon user logon. The warning message need not include the following four general elements verbatim but must convey the same meaning:-

64. Use of application constitutes the user's consent to monitoring.

65. Should not require opening of any special protocols for connecting the user client to the web/ application server. All communication should be on HTTP or HTTPs

66. The database should support standalone / integrate with Operating system security.

67. The system should have the option to encrypt data before transferring over a network.

68. The system should have the option to encrypt the data stored in the database.

69. Critical data in the database shall be encrypted using standard encryption techniques. Also, transmission of critical / sensitive data can be done through secure channels such as SSL, VPN etc. Digital signatures can be utilized to provide an additional level of security

User Access Management

70. Access to modules / functions within modules restricted to authorized users.

71. It should provide logging by user and terminal, the date and time of all transactions with details of creation, reading, updating, deletion or printing.

72. Access should be restricted to different levels as program, module, transaction, etc.

73. Notify security administrator of unauthorized access or attempted access and record in a log with reporting.

74. The system should provide capabilities to define ―Time based Actions‖ so that enable, disable and delete actions can be driven by date attributes: In any organization a user might be need to play a designated role for a specific known period of time. In such scenarios the tool must provide capabilities for time based actions so that the user can be provisioned / de-provisioned based on date attributes

75. Ability to provide access level security for Entry forms at Field level - allow, Read only, Hide

76. Ability providing access level security for Entry forms at Transaction level - allow / deny

77. Allow providing access level security for reports at Field level - show / hide

78. Allow providing access level security for reports at Transaction level - allow / deny

79. Users should not be allowed to access the database directly

80. Ability to provide authorization by user name

System Control and Audit


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81. It should enable audit trails on-line, tailor audit requirements by modules, call audit records to an archive based on date or other recorded audit details. The system should allow recovery of data in case of hardware failure and data corruption. It should be able to perform recovery to a point of time, to known backup database

82. The system shall ensure that the audit files are stored in un-editable formats

83. It should be possible to track database super user activity in operating system files

84. The solution should be capable of providing Audit Trail: Audit trail of Time Stamp & User ID stamp for the following

85. Transactions

86. Parameter Changes

87. All changes to data should be recorded in a separate table and should be stamped with the identity of the user/program and the time of the creation/change

88. Views should be available for reporting on data changes

89. It should be possible to audit users at the form level, user level, application module level and at the organizational role level

90. The system should provide reports on user activity based on the role and the application that was used

91. The system should support for auditing to track and monitor user behaviour with details about the level of detailing stored by the system and ability to reverse changes

92. Audit system should enforce separation of duties between auditors and administrator

93. Auditor's should have direct access to the audit system to view audit reports and should be able create custom reports

94. Should capture before / after values from transaction logs and raise alert on critical and suspicious activity

95. The system should have the ability to identify users that have exploited access privileges, identify root causes of conflicts and be capable of interrogating the security log

Network

96. The solution should support TCP/ IP, HTTP & HTTPs for all traffic between the user screens & the system

97. The solution should support the following network types

LAN & WAN

Leased Lines

ASDL lines

Satellite Networks

Mobile data service network (GPRS)

MPLS based networks

VPNs

User Interface

98. The solution should have unified, easy, flexible and user friendly interface enabling the following settings

Personal User menu

Personal User settings

Field Placement on screen

Field composition on screen

99. The application pages should be partially refreshed as against the entire page when a user performs certain actions/ changes


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100. All modules should be homogenous with respect to keyboard use, screen layout and menu operations with Graphic User Interface (GUI) support

101. The GUI Form Administration should support the following without coding effort:

Changing fields or tab labels

Hiding fields or tabs.

Changing the position or size of field or labels

Adding restrictions like mandatory or not

Setting default value in a field

Changing list of value (LOV) contents

102. There should be sufficient edit and validation checks in the system

103. Capability to setup logic to trap conditions to pop messages in response to conditions like logical data entry errors, certain conditions etc without coding effort, which does not require additional steps to be retained during an upgrade

104. It should provide safeguards to prevent damage to data from operator errors, simultaneous updates, module unavailability or system failures

105. It should have facility to display confirmation / warning windows for deletes, changes etc

106. The system should provide consistent screen layouts and access methods across all modules so that they look and behave the same

107. It should provide on-line error reporting and use a menu-based system with facilities to bypass menus by experienced operators

108. The system should provide drill down facility to next level of details and so on

109. Users should be able to choose a search option (simple search or advanced search).Users should be provided an option to add additional filtering criteria to the search such as adding AND and OR conditions

110. Tailor column table titles without writing any code

111. Hide/ show columns without writing any code

112. Reorder columns without writing any code

113. Add data filters without writing any code

114. Change sorting orders without writing any code

115. Tailor text for labels, prompts and tip messages without writing any code

116. It should be possible to add more fields to the data input screens for capturing additional business specific information without having to write any code. These fields should be configured without creating additional tables or without the additional effort of referencing the new fields to the existing fields on the screen. The user should also be able to define the data type and the data length of the additional fields without having to write any code.

117. This functionality should be available to authorized business users to configure the screens appropriately

118. It should be possible to configure the additional fields to only pop-up when required based on the data entered in the form

119. It should be possible to configure the additional fields in a hierarchical dependency so that additional fields are exposed based on values chosen in earlier fields

Up-gradation

120. The upgrades should not affect the current version adversely

121. The solution architecture should be with minimum package modifications so as to preserve the package upgrade

122. The implementation procedure for the proposed solution must ensure that to the largest possible extent no changes are required to be incorporated in the base product's source code. This will


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ensure smooth migration to later versions of the base product

Work Flow

123. The workflow should be an integral part of the solution

124. The solution should have the ability to support automated workflow designed to address needs of business users

125. The solution should have the ability to support multiple workflow paths that are automatically selected based on request/user attributes, including escalation paths

126. The solution should support standard work flow languages

127. The workflow should have a rules engine that allows rules to be created to define approval hierarchies

128. It should be possible to define the process hierarchies top down or bottom up to support distributed workflow process definition

129. There should be no limit on the hierarchy levels that can be defined

130. A management console should be available to monitor workflow processes and to control processes that have errors in them

131. Ability of system to have workflow with the ability to define business rules without the need for programming, including alerts and triggers

132. The workflow should interface with email system supporting SMTP for sending out notifications and IMAP for receiving the notification responses

Web Portal

133. The solution portal should allow for multiple portlets to be displayed

134. The solution content should be managed through content management system

135. The solution should include automatic indexing and searching Portal

Reporting Tools

136. The solution should be capable of scheduling a report for execution / refresh and/or distribution and/or publish

137. The solution should be capable of distributing reports through email as Body or Attachment

138. The solution should permit viewing of reports through web

139. The solution should permit prioritizing reports during execution

140. The solution should be capable of publishing reports to a central store for access by different users

141. The solution should allow users to send report to specified user(s) at scheduled times

142. The solution should have interface to search and filter the data of the report

143. The solution should provide exception reporting mechanism

144. The solution should provide Senior Management Dashboards

145. The solution should be capable of drill down and drill up with the report tool

146. The solution should be capable of creating ad-hoc queries and reports for analysis

147. Should not require knowledge of SQL or database to create self service adhoc reports

148. The solution should be able to convert reports to MS-Excel, MS- Word & PDF format directly

149. The solution should provide the following display formats in the reports

Sections

Tables

Pivots


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Charts

150. The solution should be capable of archiving reports and store them in Document Management System

151. The solution should allow reports to be sent directly to networked Printer

152. The solution should permit display of multiple result sets in the same document

153. The solution should permit the user to browse through metadata for detailed information on objects to build ad hoc reports

154. The solution should facilitate the user to create custom objects/formulas for repeated use in reporting tool

155. The solution should provide graphical interface for creating custom formulas

156. The solution should have a GUI tool with drag and drop features to build reports

157. The solution should permit conditional formatting, based on thresholds or data ranges for any cell in the report

158. The solution should use existing MS-Word/PDF/MS-Excel document for report template directly

159. The solution should restrict access to data and report based on user responsibilities

Data Warehousing & ETL Tool

160. The solution should include an ETL tool that can be used to extract, transform and load data from disparate source systems and perform the necessary transformations to establish a common format

161. The solution should support batch data extraction, transformation and loading

162. The solution should have an user-friendly GUI for the users to handle ETL processes, such as:

Modify data feeds

Change of Business logic used for data ETL

Modify ETL parameters

Create, edit and execute a large number of transformation rules

163. The solution should support Import & export wizard and supporting connections with source and destination adapters including OLEDB, ADO .Net, Flat files, and XML formats

164. The solution should include a data mining tool that provides bottom-up, discovery-driven data analysis

165. The solution should provide data mining algorithms which help discover patterns and uncover business data to reveal hidden trends

166. The solution should support analysts by creating analytic starting pints including graphs, key performance indicators (KPIs), data grids and advanced visualizations like Decomposition Tree, Performance Map and Perspective View.

167. The solution should support What if analysis

168. The solution should support decision trees, Association rules, sequence clustering, Time series, Neural Networks, text Mining etc

169. The solution should support data mining tools (including Wizards, Editors, Query Builders, Lift Chart)

170. The solution should support Data mining Add-ins to empower end user to perform advanced analysis in MS Excel & MS Visio

171. The solution should include a Rule based Data Cleansing/Enhancement tool

172. The solution should have the ability to extract or refresh information directly from within the MS Office application (Excel, PowerPoint and Word) without the need to export from another existing report

173. The solution should have the ability to have Scheduling capabilities based on events, calendars,


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or specific points in time

174. The solution should have the ability so that users define/change any number of charts and tables with different permutation of the data via a graphical user interface during the course of analysis

175. The solution should have the ability to enable users to perform pivoting to change the permutation of any graph or table to view information in various perspectives during the course of analysis

176. The solution should have the ability to enable users to perform drill down on any graph or table to view the detail breakdown on any value during the course of analysis

177. The solution should have the ability to perform predictive analysis against scorecard data and generate predictions for the KPIs contained in the scorecards

178. The solution should have the ability to enable users to setup a schedule to print, export or email the report automatically

179. The solution should have the ability to enable users to combine personal data from Microsoft Excel, CSV and txt files and incorporate data into a single report, which can then be shared with other users through the platform

180. The System should allow users provided with the capability to define information about the report so that other users in the community understands what business questions the report answers, the meaning of the business terms used and the link to other related reports

181. The system to provide with the capability to key in notes to individual respective reports in the form of threaded messages for the purpose of discussion

182. The system to provide with the capability to map predefined reports to business processes to build relationships between people, process and information

183. The solution must allow the users to define the thresholds for each metric and to define the actions and alerts required when these thresholds are met

184. The business intelligence platform must be built on a modern technology based on a services-oriented architecture for flexibility and extensibility

185. The business intelligence platform must support for multiple platforms

186. The business intelligence platform must be able to integrate to our existing web portals easily via portal services and portlets

187. The tool must have the ability to access a broad range of technologies to cater for both the current environment and any new technologies that may be introduce in the future

188. The solution must provide the capability to perform data profiling, data flow design, data mapping routines and debugging within the same designer and graphical user interface

189. Ability of system to allow for any document or report be previewed before printing

190. Ability of system to provide utilities to automate report distribution process, so that user is notified after a report is generated to facilitate easy retrieval

191. Ability of system to provide functionality to users in generating reports on their own without involving technical programming

192. The reports should be available for time frames like weekly / daily / monthly / yearly

193. The system should provide for calculations, filters and exceptions during reporting

194. The reporting feature should support the reports to be scheduled to run in batch

195. The schedule to run the reports should be both event-based or time based

196. Ability of system to support the feature of delivering the reports to the online users through email, portal, and report server

197. Ability of system to provide for saving the report /queries for repetitive execution as and when required by the users

198. The proposed solution should provide for a role-based dashboard with graphical reporting


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capabilities with executive summary and detailed drill down reports for business process owners, users, auditors, IT security

199. Ability of system to provide graphics and charting capabilities

200. Solution should provide the technology to build a business semantic layer that translates data source technology terms to business terms to enable business users to define information requirements without understanding the data source technology

201. Ability of the business semantic layer to integrate with both relational database as well as OLAP server data sources

202. Ability of the business semantic layer to be used by business users to build reports and dashboards via the web browser

203. Ability of the Business semantic layer security to be managed within the solution for data restrictions

204. Ability of the business semantic layer to be designed using a graphical user interface with zero need for SQL statements or MDX programming

205. Ability to create flexible, highly formatted, pixel perfect and feature rich operational reports

206. Should have scheduling capabilities based on events, calendars or specific points in time

207. Should have User, group, object and folder security

208. Should have repository for reusing common report objects across multiple reports

209. Should have universal integration with other applications and portals

210. Should have dynamic and cascading prompts feature

211. Should have the ability to authenticate the user before any transaction to populate the model with data

212. Should provide the administrators the ability to capture user activities, user log in attempts, report requests and other activities through reports and dashboards

213. Should allow the administrator to define comprehensive security requirements easily with the ability to organize users into groups and inheriting user rights from groups

214. Should be able to search and explore the data warehouse and automatically generate analytical environment

215. Should be able to search the metadata

Scalability

216. Application developed would be of layered architecture with components across different layers in the application. The application shall automatically scale up without requiring any application level changes. Addition of hardware components, CPU, memory, disk space, additional machines, etc. should not lead to a change in the application architecture, design or code.

Interoperability

217. Users of e-Mitra application and integrated applications shall be able to login through Single Sign On. The security aspects shall be handled by respective applications.

Supportability

218. Application would support different access devices like Desktop, Cell phone, Smartphone, etc, browser support would be provided to view the portal as per browser functionality of the device. There would be no separate portal or application for mobile devices

Human-factors engineering (ergonomics) requirements

219. Text should be rendered in ways that are available to almost all browsing devices and accessible to almost all users.

Documents should be created in such a way that does not rely on one type of hardware. Pages should be usable by people without mice, with small screens, low resolution screens, black and white screens, with accesibility options like of Screen Reader.


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Making the language clear and simple, but also providing understandable mechanisms for navigating within and between pages. Providing navigation tools like navigation bars, site maps etc will maximize accessibility and usability.

Presentation style would be consistent across all pages.

Internal data requirements

220. The data of a particular department will be stored in a central database as we are not providing a local database to the departments at their service delivery offices. Central data storage will store data of all the departments related to service delivery and MIS reporting.

The database will also store data related to the State Portal like- Portal content, information based services, Portal usage reports, policies and guidelines etc.

The State Portal application shall use standard RDBMS for data persistence. The data blocks shall be stored in the data repository.

The data layer contains all data servers for managing structured data (RDBMS, OODBMS, XML, and DBMS etc.), unstructured data, data files, documents, images and audio video files. Products like RDBMS, database server farm, document management System, web content management System, document repository, content repository, directory server, Portal usage data, security data etc. shall belong to this layer.

LDAP standard has been used as a basis for exchanging data among these repositories. This repository service is essential to support the integration and the distribution of data.

Installation-dependent data requirements

221. The System architecture enables us to translate the managed objects into a format, which can be accessible through relational database management System. Standard RDBMS could be used to query the data from System repositories. The Systems are designed to be as database-independent as possible. The database independence is achieved by using a standard API for database communication. Standard Embedded SQL, Class Libraries and ODBC etc should be used to achieve database independence on the API level.

Computer communications requirements

222. The E-MITRA after performing the necessary functions like authentication of sender, time stamping, logging etc. will route the message to the central application. E-MITRA will de-couple the front-end and back-end of the service delivery to ensure scalability, interoperability between heterogeneous System, assured delivery, message routing, transaction logs, audit trails, time stamping etc. In future, it will also provide joined-up and integrated service.

Precedence and criticality of requirement

223. All requirements have equal weight age in terms of precedence and criticality

Qualification requirements

224. Adherence to eGov Standards prescribed by GoI from time to time.

Packaging requirements

225. The system shall be packaged along with source code and all documentation, and shall be available for electronic transfer as a single compressed file. The uncompressed set of files shall include a README file containing a minimal guidance for installing and running the software.

System quality characteristics

226. In terms of processes and methodologies, the system development shall happen based on the following standards adopted:

▪ ISO 9001 for process mapping

▪ SEI CMM for software process improvement

▪ CMMi for an integrated software process


Page 113 of 129

Technical Requirements

S.No. General Architecture Requirements

1. The solution will be configurable architecture as per state requirements and customization as well.

2. The solution should be based on shared and reusable architectures, that is, applications, systems and infrastructure are characterized as service oriented, component-based and reusable.

3. The solution should result in low architectural diversity.

4. The solution should provide for multi-tiered architectures (at least 3-tiered with clear separation between the presentation logic, business logic, and data access logic).

5. The solution should provide application architectures that are highly granular and loosely coupled.

6. The solution architecture should be platform and vendor independent.

7. The solution should be interoperable in nature and design and development should be based on Service Oriented Architecture (SOA).

8. The solution will be easy to design for adding or removing modules when required.

9. The solution architecture should allow infrastructure simplicity and standardization.

10. Will provide log shipping to continue the operations.

11. The solution should ensure data safety and integrity in the event of communication channels operation failures.

12. The solution should employ a common user access and authentication service to ensure Single-Sign on for the end-user

13. The solution should support multi-tier authentication where required.

14. The solution will be role based and only assigned person for their respective roles can access their application modules.

15. The solution will always ask for user authentication before a user can enter the application and based on that user will be able to use the application.

16. The solution should display an appropriate warning message upon user logon.

17. The solution should not store authentication credentials on client computers after a session terminates.

18. Credential will remain same and this will allow a user with one role to access more than one module as well.

19. Will provide logout option to terminate the session.

20. All the credentials and sensitive data will always be stored in the Database

21. The system should be implemented using Service Oriented Architecture (SOA) and have a modular design.

22. The system should adopt standardized formats and common metadata elements.

23. The solution will provide standard security protocol.

24. The Solution will provide security for SQL injections and others as well.


Page 114 of 129

ANNEXURE-5: COVERING LETTER OF THE BID

(To be submitted on the Company Letter head of the Tenderer, sealed and signed)

To,

Managing Director,

RajCOMP Info Services Limited (RISL),

First Floor, Yojana Bhawan, Tilak Marg,

C-Scheme, Jaipur (Rajasthan)

Dear Sir,

Ref: Request for Proposal (RFP) Notification No: F3.3 (84)/ RISL/Pur/2014/…….., dated: ..........

1. I/We, the undersigned bidder, having read & examined in detail, the Bid Document, the receipt of which

is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as mentioned in the Scope of

work, Technical specifications, Service Level Standards & in conformity with the said bidding document for

the same.

2. I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the

information contained in the bid is true and correct to the best of our knowledge and belief.

3. I/ we hereby submit our token of acceptance to all the tender terms & conditions without any

deviations. Hence, we are hereby submitting our Bid and offer to provide services to Purchaser for carrying

out the project in accordance with your RFP.

4. Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof

and your notification of award shall constitute a binding Contract between us.

5. I/We agree to abide by this RFP for a period of days as specified in NIB from the closing date fixed for

submission of bid as stipulated in the RFP document.

6. I/We understand that the Purchaser is not bound to accept any bid received in response to this RFP.

7. In case we are engaged by the Purchaser, we shall provide any assistance/cooperation required by

Purchaser, appointed auditing agencies (if any), state government officials and other Stakeholders of

the project for performing their duties with respect to this project. We understand that our non-cooperation

for the same shall be grounds for termination of service.

Signature…………………

In the capacity of………………………

Duly authorised to sign Proposal for And on behalf of………………………..

Seal of the Organization: -

Date: …………………………….. Place: ……………………………


Page 115 of 129

ANNEXURE-6: PRE-BID QUERIES FORMAT {to be filled by the bidder}

[Reference No: ………………………………………………….., dated: ………………………]

Name of the Company/Firm:

Name of Person(s) Representing the Company/ Firm:

Name of Person Designation Email-ID(s) Tel. Nos. & Fax Nos.

Company/Firm Contacts:

Contact Person(s) Address for Correspondence

Email-ID(s) Tel. Nos. & Fax Nos.

Query / Clarification Sought:

S.No. RFP Page No.

RFP Rule No.

Rule Details Query/ Suggestion/ Clarification

Note: - Queries must be strictly submitted only in the prescribed format (.XLS/ .XLSX/

.ODF/.doc/.docx). Queries not submitted in the prescribed format will not be considered/

responded at all by the procuring entity.


Page 116 of 129

ANNEXURE-7: BID FORM

[Reference No: ………………………………………………….., dated: ………………………]

Addressed to:

Name of the Procurement Entity Managing Director, RajCOMP Info Services Ltd. (RISL)

Address RajCOMP Info Services Ltd., Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur (Rajasthan)

Telephone 0141-2229394, 5103902

Tele Fax 0141-2228701

Email [email protected], [email protected] (clearly mention the NIT/NIB/IFB no. in the subject of the mail)

Firm Details:

Name of the Firm

Name of Contact Person with designation

Registered Office Address

Address of the firm

Year of establishment

Type of firm (Put Tick () mark) Public Limited

Private

Limited

Partnership Proprietary

Telephone Number(s)

Email Address/ Web Site Email: Web-Site:

Fax No.

Mobile Number Mobile:

Certification/Accreditation/Affiliation, if Any

The requisite bidding document fee amounting to Rs. ________/- (Rupees <in words>) has been deposited vide receipt no. _______ dated ___________.

The requisite RISL processing fee amounting to Rs. ________/- (Rupees <in words>) has been deposited vide receipt no. _______ dated ___________.

The requisite bid security amounting to Rs. ________/- (Rupees <in words>) has been deposited vide Banker‘s Cheque/ DD No. /BG No. ___________ dated ___________.

We agree to abide by all the terms and conditions mentioned in this form issued by the Empanelment Authority and also the further conditions of the said notice given in the attached sheets (all the pages of which have been signed by us in token of acceptance of the terms mentioned therein along with stamp of the firm).

Date:

Name & Seal of the firm: ________________________ Authorized Signatory : ___________________________




Page 117 of 129

ANNEXURE-8: FINANCIAL BID COVER LETTER & FORMAT

COVER LETTER {to be submitted by the bidder on his Letter head}

To,

The Managing Director,


First Floor, Yojana Bhawan, Tilak Marg,

C-Scheme, Jaipur-302016 (Raj.)

Reference: NIB No. :___________________________________ Dated:__________

Dear Sir,

We, the undersigned bidder, Having read & examined in detail, the Bidding Document, the receipt

of which is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as mentioned

in the Scope of the work, Technical specifications, Service Level Standards & in conformity with

the said bidding document for the same.

I / We undertake that the prices are in conformity with the specifications/requirements prescribed.

The prices quoted are inclusive of all cost likely to be incurred for executing this work. The prices

are inclusive of all type of govt. taxes/duties as mentioned in the financial bid (BoQ).

I / We undertake, if our bid is accepted, to deliver the services in accordance with the

requirements & delivery schedule specified in this bidding document.

I/ We hereby declare that in case the contract is awarded to us, we shall submit the contract

performance security as prescribed in the bidding document.

I / We agree to abide by this bid for a period of days specified in the NIT/NIB/IFB, after the last

date fixed for bid submission and it shall remain binding upon us and may be accepted at any

time before the expiry of that period.

Until a formal contract is prepared and executed, this bid, together with your written acceptance

thereof and your notification of award shall constitute a binding Contract between us.

I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the

information contained in the bid is true and correct to the best of our knowledge and belief.

We understand that you are not bound to accept the lowest or any bid you may receive.


Page 118 of 129

We agree to all the terms & conditions as mentioned in the bidding document and submit that we

have not submitted any deviations in this regard.

Date:

Authorized Signatory:

Seal of the Organization:

Name:

Designation:


Page 119 of 129

Financial Bid Format

(to be filled by the bidder in BoQ (.XLS file) on eProc website)

Project Name: Selection of Technology Partner for eMitra

Reference No:

Bidder Name:

Price schedule: (This BOQ template must not be modified/ replaced by the bidder and the same should be uploaded after filling the relevent columns, else the bidder is liable to be rejected for this tender. Bidders are allowed to enter the Bidder Name and Values only)

S.No. Activity/ Item Description

Qty Units Unit Rate in INR (incl. of all

Taxes except

Service Tax)

Total Cost in INR (incl. of all

Taxes except

Service Tax)

a b C d=a*c

1 eMitra Software Solution Development Cost (A)

1 Number A

2 Total Operations & Maintenance (O&M) Cost (B)

5 Years B

3 Total Project Cost (C)=A+B C

Total C (In Words) – Rupees


Page 120 of 129

ANNEXURE-9: FORMAT FOR CVs OF KEY PROFILES [Ref No: ……………………………………………………………………………………….]

Format for the profiles

Name of the person

Current Designation / Job Title

Current job responsibilities

Proposed role in the project

Proposed responsibilities in the project

Academic qualifications:

Degree

Academic Institution graduated from

Year of Graduation

Specialization (if any)

Key achievements and other relevant information (if Any)

Professional certifications (if any)

Total number of years of experience

Number of years with the current company

Summary of the Professional / Domain Experience

Number of complete life cycle implementations carried out

The names of customers (please provide the relevant names)

Past assignment details (for each assignment provide details regarding name of organizations worked for, designation, Responsibilities, tenure) Prior professional experience covering:

Organizations worked for in the past O Organization name O Duration and dates of entry and exit O Designation O Location(s) O Key responsibilities

Prior project experience o Project name o Client o Key project features in brief o Location of the project o Designation o Role o Responsibilities and activities o Duration of the project o Total team size

Please provide only relevant projects.

Proficient in languages (against each language listed indicate if Read/write/both)

Date: Authorized signatory: Seal of the organization: Name: Designation:


Page 121 of 129

ANNEXURE-10: BANK GUARANTEE FORMAT {to be submitted by the bidder’s bank}

BANK GUARANTEE FORMAT – BID SECURITY

(To be stamped in accordance with Stamp Act and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur and payable at par at Jaipur, Rajasthan)

To,



First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj).

Sir,

1. In accordance with your Notice Inviting Bid for <please specify the project title> vide NIB

reference no. <please specify> M/s. …………………………….. (Name & full address of the

firm) (Hereinafter called the ―Bidder‖) hereby submits the Bank Guarantee to participate in the

said procurement/ bidding process as mentioned in the bidding document.

It is a condition in the bidding documents that the Bidder has to deposit Bid Security

amounting to <Rs. ______________ (Rupees <in words>)> in respect to the NIB Ref. No.

_______________ dated _________ issued by RISL, First Floor, Yojana Bhawan, C-Block,

Tilak Marg, C-Scheme, Jaipur, Rajasthan (hereinafter referred to as ―RISL‖) by a Bank

Guarantee from a Nationalised Bank/ Scheduled Commercial Bank having its branch at Jaipur

irrevocable and operative till the bid validity date (i.e. <please specify> days from the date of

submission of bid). It may be extended if required in concurrence with the bid validity.

And whereas the Bidder desires to furnish a Bank Guarantee for a sum of <Rs.

______________ (Rupees <in words>)> to the RISL as Bid Security.

2. Now, therefore, we the ……………………………….…… (Bank), a body corporate constituted

under the Banking Companies (Acquisition and Transfer of Undertaking) Act. 1969 (delete, if

not applicable) and branch Office at…………………... (Hereinafter referred to as the

Guarantor) do hereby undertake and agree to pay forthwith on demand in writing by the RISL

of the said guaranteed amount without any demur, reservation or recourse.

3. We, the aforesaid bank, further agree that the RISL shall be the sole judge of and as to

whether the Bidder has committed any breach or breaches of any of the terms costs, charges

and expenses caused to or suffered by or that may be caused to or suffered by the RISL on

account thereof to the extent of the Earnest Money required to be deposited by the Bidder in

respect of the said bidding document and the decision of the RISL that the Bidder has

committed such breach or breaches and as to the amount or amounts of loss, damage, costs,

charges and expenses caused to or suffered by or that may be caused to or suffered by the

RISL shall be final and binding on us.

4. We, the said Bank further agree that the Guarantee herein contained shall remain in full force

and effect until it is released by the RISL and it is further declared that it shall not be

necessary for the RISL to proceed against the Bidder before proceeding against the Bank and

the Guarantee herein contained shall be invoked against the Bank, notwithstanding any

security which the RISL may have obtained or shall be obtained from the Bidder at any time


Page 122 of 129

when proceedings are taken against the Bank for whatever amount that may be outstanding

or unrealized under the Guarantee.

5. Any notice by way of demand or otherwise hereunder may be sent by special courier, telex,

fax, registered post or other electronic media to our address, as aforesaid and if sent by post,

it shall be deemed to have been given to us after the expiry of 48 hours when the same has

been posted.

6. If it is necessary to extend this guarantee on account of any reason whatsoever, we undertake

to extend the period of this guarantee on the request of our constituent under intimation to

you.

7. The right of the RISL to recover the said amount of <Rs. ______________ (Rupees <in

words>)> from us in manner aforesaid will not be precluded/ affected, even if, disputes have

been raised by the said M/s. ……….………………(Bidder) and/ or dispute or disputes are

pending before any court, authority, officer, tribunal, arbitrator(s) etc..

8. Notwithstanding anything stated above, our liability under this guarantee shall be restricted to

<Rs. ______________ (Rupees <in words>)> and our guarantee shall remain in force till bid

validity period i.e. <please specify> days from the last date of bid submission and unless a

demand or claim under the guarantee is made on us in writing within three months after the

Bid validity date, all your rights under the guarantee shall be forfeited and we shall be relieved

and discharged from all liability thereunder.

9. This guarantee shall be governed by and construed in accordance with the Indian Laws and

we hereby submit to the exclusive jurisdiction of courts of Justice in India for the purpose of

any suit or action or other proceedings arising out of this guarantee or the subject matter

hereof brought by you may not be enforced in or by such count.

10. We hereby confirm that we have the power/s to issue this Guarantee in your favor under the

Memorandum and Articles of Association/ Constitution of our bank and the undersigned is/are

the recipient of authority by express delegation of power/s and has/have full power/s to

execute this guarantee under the Power of Attorney issued by the bank in your favour.

Date ………………… (Signature) ……………………………………….

Place ………………… (Printed Name) ………………………………….

(Designation) ……………………………………

(Bank‘s common seal) ………………………….

In presence of:

WTTNESS (with full name, designation, address & official seal, if any)

(1) ………………………………………

………………………………………

(2) ………………………………………

………………………………………


Page 123 of 129

Bank Details

Name & address of Bank:

Name of contact person of Bank:

Contact telephone number:

GUIDELINES FOR SUBMISSION OF BANK GUARANTEE

The Bank Guarantee shall fulfil the following conditions in the absence of which they cannot be

considered valid: -

1. Bank Guarantee shall be executed on non- judicial stamp paper of applicable value

purchased in the name of the bank.

2. Two persons should sign as witnesses mentioning their full name, designation, address and

office seal (if any).

3. The Executor (Bank Authorities) may mention the power of attorney No. and date of execution

in his/ her favour authorizing him/ her to sign the document. The Power of Attorney to be

witnessed by two persons mentioning their full name and address.

4. The Bank Guarantee should be executed by a Nationalised Bank/ Scheduled Commercial

Bank only.

5. Non – Judicial stamp paper shall be used within 6 months from the date of Purchase of the

same. Bank Guarantee executed on the non-judicial stamp paper after 6 (six) months of the

purchase of such stamp paper shall be treated as non-valid.

6. The contents of Bank Guarantee shall be strictly as per format prescribed by RISL

7. Each page of Bank Guarantee shall bear signature and seal of the Bank and B.G. number.

8. All corrections, deletions etc. in the Bank Guarantee should be authenticated by signature of

Bank Officials signing the Bank Guarantee.

9. Bank should separately send through registered post/courier a certified copy of Bank

Guarantee, mentioning Bid reference, Bid title and bidder name, directly to the Purchaser at

the following address:


Page 124 of 129

BANK GUARANTEE FORMAT – PERFORMANCE SECURITY (PBG)

(To be stamped in accordance with Stamp Act and on a Stamp Paper purchased from Rajasthan State only and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur and payable at par at Jaipur, Rajasthan)

To,



First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj).

1. In consideration of the RajCOMP Info Services Limited (hereinafter called "RISL") having

agreed to exempt M/s ..........................(hereinafter called "the said Contractor(s)" from the

demand, under the terms and conditions of an Agreement No..................................dated

.....................made between the RISL through …………………… and

.......................(Contractor) for the work .................(hereinafter called "the said Agreement") of

Security Deposit for the due fulfilment by the said Contractor (s) of the terms and conditions

contained in the said Agreement, on production of a Bank Guarantee for

Rs...................(rupees ........................................only), we ...................(indicate the name of the

Bank), (hereinafter referred to as "the Bank") at the request of ..................Contractor(s) do

hereby undertake to pay to the RISL an amount not exceeding

Rs...................(Rupees..................................only) on demand.

2. We................. (Indicate the name of Bank), do hereby undertake to pay Rs....................

(Rupees............................only), the amounts due and payable under this guarantee without

any demur or delay, merely on a demand from the RISL. Any such demand made on the bank

by the RISL shall be conclusive as regards the amount due and payable by the Bank under

this guarantee. The Bank Guarantee shall be completely at the disposal of the RISL and

We....................... (Indicate the name of Bank), bound ourselves with all directions given by

RISL regarding this Bank Guarantee. However, our liability under this guarantee shall be

restricted to an amount not exceeding Rs...................... (Rupees....................only).

3. We.......................(indicate the name of Bank), undertake to pay to the RISL any money so

demanded notwithstanding any dispute or disputes raised by the contractor(s) in any suit or

proceeding pending before any Court or Tribunal or Arbitrator etc. relating thereto, our liability

under these presents being absolute, unequivocal and unconditional.

4. We.....................(indicate the name of Bank) further agree that the performance guarantee

herein contained shall remain in full force and effective up to <DATE> and that it shall continue

to be enforceable for above specified period till all the dues of RISL under or by virtue of the

said Agreement have been fully paid and its claims satisfied or discharged or till the RISL

certifies that the terms and conditions of the said Agreement have been fully and properly

carried out by the said Contractor(s) and accordingly discharges this guarantee.

5. We ...........................(indicate the name of Bank) further agree with the RISL that the RISL

shall have the fullest liberty without our consent and without affecting in any manner our

obligations hereunder to vary any of the terms and conditions of the said Agreement or to

extend time of performance by the said Contractor(s) from time to time or to postpone for any

time or from time to time any of the powers exercisable by the RISL against the said

Contractor(s) and to forbear or enforce any of the terms and conditions relating to the said

Agreement and we shall not be relieved from our liability by reason of any such variation, or

extension being granted to the said Contractor(s) or for any forbearance, act or omission on

the part of the RISL or any indulgence by the RISL to the said Contractor(s) or by any such

matter or thing whatsoever which would but for this provision, have effect of so relieving us.


Page 125 of 129

6. The liability of us ............................. (indicate the name of Bank), under this guarantee will not

be discharged due to the change in the constitution of the Bank or the contractor(s).

7. We .............................. (indicate the name of Bank), lastly undertake not to revoke this

guarantee except with the previous consent of the RISL in writing.

8. This performance Guarantee shall remain valid and in full effect, until it is decided to be

discharged by the RISL. Notwithstanding anything mentioned above, our liability against this

guarantee is restricted to Rs........................... (Rupees..............................only).

9. It shall not be necessary for the RISL to proceed against the contractor before proceeding

against the Bank and the guarantee herein contained shall be enforceable against the Bank

notwithstanding any security which the RISL may have obtained or obtain from the contractor.

10. We .............................. (indicate the name of Bank) verify that we have a branch at Jaipur. We

undertake that this Bank Guarantee shall be payable at any of its branch at Jaipur. If the last

day of expiry of Bank Guarantee happens to be a holiday of the Bank, the Bank Guarantee

shall expire on the close of the next working day.

11. We hereby confirm that we have the power(s) to issue this guarantee in your favor under the

memorandum and articles of Association/constitution of our bank and the undersigned is/are

the recipient of authority by express delegation of power(s) and has/have full power(s) to

execute this guarantee for the power of attorney issued by the bank.

Dated..........................day of....................For and on behalf of the <Bank> (indicate the Bank)

Signature

(Name & Designation)

Bank's Seal

The above performance Guarantee is accepted by the RISL

For and on behalf of the RISL

Signature

(Name & Designation)


Page 126 of 129

ANNEXURE-11: DRAFT AGREEMENT FORMAT {to be mutually signed by selected bidder and

procuring entity}

This Contract is made and entered into on this ______day of ________, 2015 by and between

RajCOMP Info Services Limited (RISL), having its head office at First Floor, Yojana Bhawan, Tilak

Marg, C-Scheme, Jaipur-302005, Rajasthan (herein after referred to as Purchaser/ RISL) which

term or expression, unless excluded by or repugnant to the subject or context, shall include his

successors in office and assignees on ONE PART

And

M/s__________________, a company registered under the Indian Companies Act, 1956 with its

registered office at _____________________ (herein after referred as the ―Successful Bidder/

Supplier‖) which term or expression, unless excluded by or repugnant to the subject or context,

shall include his successors in office and assignees on the OTHER PART.

Whereas,

Purchaser is desirous of appointing an agency for <project title> as per the Scope of Work and

Terms and Conditions as set forth in the RFP document dated _________ of <NIB No

_________________>.

And whereas

M/s______________ represents that it has the necessary experience for carrying out the overall

work as referred to herein and has submitted a bid and subsequent clarifications for providing the

required services against said NIB and RFP document issued in this regard, in accordance with

the terms and conditions set forth herein and any other reasonable requirements of the Purchaser

from time to time.

And whereas

Purchaser has accepted the bid of supplier and has placed the Work Order vide Letter No.

__________________ dated _______, on which supplier has given their acceptance vide their

Letter No._____________ dated ____________.

And whereas

The supplier has deposited a sum of Rs. ________________/- (Rupees _________________) in

the form of __________________ ref no. _________________ dated ______________ of

____________ Bank and valid up to _____________ as security deposit for the due performance

of the contract.

Now it is hereby agreed to by and between both the parties as under: -

1. The NIB Ref. No. ____________________________ dated ___________ and RFP document

dated _________ issued by RISL along with its enclosures/ annexures, wherever applicable,

are deemed to be taken as part of this contract and are binding on both the parties executing

this contract.


Page 127 of 129

2. In consideration of the payment to be made by RISL to supplier at the rates set forth in the LoI/

work order no. ____________________ dated _________ will duly supply the said articles set

forth in scope of work and annexures herein and provide related services in the manner set

forth in the RFP, along with its enclosures/ annexures and Technical Bid along with

subsequent clarifications submitted by supplier.

3. The RISL do hereby agree that if supplier shall duly supply the said articles and provide

related services in the manner aforesaid observe and keep the said terms and conditions of

the RFP and Contract, the RISL will pay or cause to be paid to supplier, at the time and the

manner set forth in the said conditions of the RFP, the amount payable for each and every

project milestone & deliverable. The mode of Payment will be as specified in the RFP

document.

4. The timelines for the prescribed Scope of Work, requirement of services and deployment of

technical resources shall be effected from the date of work order i.e. ____________ and

completed by supplier within the period as specified in the RFP document.

5. 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 value of

services (upto that milestone) which the supplier/ selected bidder has failed to deliver/ install/

complete : -

No. Condition LD %

a. Delay up to one fourth period of the prescribed period of delivery,


b. Delay exceeding one fourth but not exceeding half of the prescribed


c. Delay exceeding half but not exceeding three fourth of the prescribed


d. Delay exceeding three fourth of the prescribed period of delivery,


i. Fraction of a day in reckoning period of delay in supplies, successful installation and completion

of work shall be eliminated, if it is less than half a day. ii. If supplier requires an extension of time in completion of contractual supply on account of

occurrence of any hindrances, he shall apply in writing to the authority which had placed the work order, for the same immediately on occurrence of the hindrance but not after the stipulated date of completion of supply.

iii. Delivery period may be extended with or without liquidated damages if the delay in the delivery of services in on account of hindrances beyond the control of supplier.

6. In addition to above, if the bidder fails to depute/ ensure the availability of development team

as mentioned at clause no:1 of Annexure-2 within 30 days from the date of signing of

agreement with RISL till Go-live of Phase-II of eMitra Software Solution, following amount shall

be deducted while processing the payment for respective milestone:

Category of Resources as per clause no:1 of

Annexure-2 (table Ann 2.1)

Penalty for absense/ delay in resource deputation during development period

A Rs 4000/- per day per resource;

B Rs 2,000/- per day per resource; Atleast 50 % resources under this category are required to be present, else penalty of Rs 3000/- per day shall be levied on each absent resource.


Page 128 of 129

7. The above penalty shall not be applicable in case of permitted annual leaves (maximum of 18

leaves per year (4.5 per quarter on prorate basis))/ approved leaves by RISL.

8. In all cases, maximum amount of liquidated damages (including penalty defined at sub-clause

e above) shall be 10% of the total eMitra Software Solution development cost (component A of

financial bid).

9. All disputes arising out of this agreement and all questions relating to the interpretation of this

agreement shall be decided as per the procedure mentioned in the RFP document.

In witness whereof the parties have caused this contract to be executed by their Authorized

Signatories on this _____day of _______________, 2015.

Signed By: Signed By:

( )

Designation:,

Company:

()

Managing Director, RISL

In the presence of:

In the presence of:

( )

Designation:

Company:

( )

Designation:

RISL

( )

Designation:

Company:

( )

Designation:

RISL


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ANNEXURE-12: MEMORANDUM OF APPEAL UNDER THE RTPP ACT, 2012

Appeal No ………of ……………

Before the ………………………… (First/ Second Appellate Authority)

1. Particulars of appellant:

a. Name of the appellant: <please specify>

b. Official address, if any: <please specify>

c. Residential address: <please specify>

2. Name and address of the respondent(s):

a. <please specify>

b. <please specify>

c. <please specify>

3. Number and date of the order appealed against and name and designation of the officer/

authority who passed the order (enclose copy), or a statement of a decision, action or

omission of the procuring entity in contravention to the provisions of the Act by which the

appellant is aggrieved: <please specify>

4. If the Appellant proposes to be represented by a representative, the name and postal address

of the representative: <please specify>

5. Number of affidavits and documents enclosed with the appeal: <please specify>

6. Grounds of appeal (supported by an affidavit): <please specify>

7. Prayer: <please specify>

Place …………………………………….

Date ……………………………………

Appellant's Signature