REQUEST FOR PROPOSAL (RFP)

FOR

Maintenance and Modification of existing Web Based Application of APAR Management Application

Issued on: 02nd March, 2015

Director General Human Resource management (DGHRD), CBEC

NEW DELHI

TABLE OF CONTENTS

SECTION Particulars PageNO. No.

I TENDER NOTICE

II BACKGROUND

III ELIGIBILITY CRITERIA

IV SCOPE OF THE WORK

V INSTRUCTIONS TO BIDDERS

VI GENERAL CONDITIONS OF THE CONTRACT

VII BID OPENING, EVALUATION PROCESS AND SELECTIONPROCEDURE

Annexure-A COVERING LETTER

Annexure-B TECHNICAL BID

Annexure-C FINANCIAL BID

SECTION-I

TENDER NOTICE (WEBSITE)

Request for Proposals (RFPs) are invited by DGHRD, CBEC in two sealed covers (Techno-commercial and financial bids) from reputed and experienced entities for Maintenance and Modification of existing Web Based APAR Management Application.

Nature of the Work:

The vender is expected to maintain and modify of existing Web Based Application of APAR Management hosted at NIC server. APAR application will manages the ACR/APAR of around 5592 Group A officers of CBEC. The ACR/APARs are scanned and upload in the application, and every officer has login id & password so that he/she login in account & view his APAR.

PLEASE SUBMIT ALL DOCUMENTS

S. No Name of ProjectMaintenance and Modification of existing Web Based APAR Management Application

1 Scope of Work As per Section IV2 Cost of RFP Document Nil

3 Earnest Money Deposit

Earnest Money Deposit of Rs. 5,000/- in the form of Demand Draft in favour of “Pay & Account officers, DGICCE, New Delhi.”

4Availability of RFP Document Website

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Last date, time and address for submission of tenders

17th March, 2015 before 3:00 PM The Additional director General, DGHRD, C&CE, 507/8, Deepshikha Bldg, Rajendra Place, New Delhi

6Date of opening the Technical Bid (Cover-1)

The Technical Bids shall be opened at 3.30 P.M on 2014 or any other date as per discretion of the DGHRD, CBEC as notified.

7Date of opening of Financial Bid (Cover-2)

After evaluating the Technical Bids on DGHRD, CBEC’s Parameters, the Financial Bids of successful bidders shall be opened on same day or any other date as per discretion of the DGHRD, CBEC as notified/informed.

8 Validity of Offer 15 days9 Term One year AMC

Note:

1. A bidder cannot be allowed to submit more than one Bid.

2. Bidder should have valid Service Tax registration number and meet all legal requirement.

3. Any amendment/corrigendum to the RFP document shall be posted on the DGHRD, CBEC’s Website.

4. The DGHRD, CBEC reserves the right to call for any other details or information from any of the bidders.

5. DGHRD, CBEC reserves all rights to reject any bid at any time, at any stage, fully or partly for

whole process and/or for particular bidder and also reserves all rights at any time to add, alter,

modify, change, edit & delete any condition at any stage and/or vary all or any of these terms

and conditions or replace fully or partly for whole process and/or for particular bidder or vary all

or any of these terms and conditions or modify without assigning any reasons whatsoever. In

this regard, the decision of DGHRD, CBEC shall be final and binding on all the participants.

6. DGHRD, CBEC also reserve the right to cancel the entire tender process without assigning any reason.

SECTION II

Background

The office of Directorate of HRD has successfully deployed the APAR management application. APAR section of DGHRD has been using the system from around 1.5 year, and recently the application has been deployed on NIC server on DGHRD website. All group A officers are provided application login id & password via registration process through DGHRD website. Hence, going forward group A officers will be able to view their APAR online via APAR management application. With the recent Cadre Restructuring in the Ministry of Finance the number of Group A has been increased to 5595 and the use the demand for the application has increased tremendously on daily basis.

In view of the above, it is proposed that in order to bring out various modifications in the application & a regular vendor who can provide the AMC & support for issues encountered time to time by the APAR section of DGHRD.

SECTION III

ELIGIBILITY CRITERIA

This invitation to respond is open to the applicant may be in the form of partnership / company which are engaged in web development and maintenance activities with following conditions:

1. The bidder should have experience of having developed and installed an APAR Management Software with features of APAR/ACR upload, Officer Login and reports like Available, missing, NRC & DPC reports.

2. The bidder should have supplied the same to at least 3 clients including to at least 1 Central Govt. Deptt.

3. The bidder should have an annual turnover of minimum 5 Crores over the past 3 year and not be a loss making entity. The bidder shall submit 3 years balance sheet/ audited statements as a proof thereof.

4. The bidder should have Service Tax Registration, PAN No and ISO Certificate holder,5. The Bidder should not debarred or blacklisted by any Central Government Departments,

Public Sector and State Governments.6. Preference shall be given to a bidder who has worked with Department of Revenue earlier

and carried out work entrusted to it successfully.7. The source code of the software shall also be handed over by the bidder and undertake to

repair the software / debug it in case of any complication/problem till AMC period. 8. The bidder shall give a demonstration of the its capabilities of the similar software activities

before the same is finalized.9. The Tender documents can be collected from the office of ADG HRD, 507/8, Deepshikha

Building, Rajendra Place, New Delhi during working hours between 10:00 am and 05:00 pm. Tenders shall be opened on 18th March, 2015 at 11.30 pm in Room No. 403 in the office of ADG, HRD (HRM).

10. The Tender application should be accompanied by :a. A refundable Earnest Money Deposit of Rs 5,000 DD payable at Pay & Account

officers, DGICCE, New Delhi.b. Certificate/ Proof of having providing APAR software to minimum 3 clients and at

least 1 Central Govt Department.c. 3 Years Balance Sheet/ Audited Statements, Service Tax Registration, PAN No and

an ISO Certificate. d. Self Certificate of not debarred or blacklisted by any Central Government

Departments, Public Sector and State Governments.e. Proof of having worked with Department of Revenue if any.

Any application not accompanied by these documents shall be rejected forthright without being considered as valid Tender application.

SECTION IV:-

Scope of Work

The Bidder will be responsible for studying the requirements of Department prior to starting the

development.

The following describes Bidder responsibilities -

o The Bidder to take up System Study of the existing process of the monitoring the

works carried out by the Department across the state.

o The Bidder should immediately after intimation should start development of the

software.

o The Bidder should study the requirements and submit the document SRS (Software

Requirement Specifications).

o The Bidder should help Department to carry out acceptance testing by authorized

officer or a team appointed by Department to test the software.

o On completion of acceptance testing by the Department, the Bidder will deploy the

application.

o During the contract period if any bug is reported, Bidder has to resolve the bugs.

o The Bidder will fix all the bugs reported within the contract period before handing

over.

o Before deploying/hosting the application should be vetted for security Audit by CERT

Empanelled Vendor for hosting on NIC server. The cost of the testing and bug fixing

should be borne by Bidder.

o Bidder will setup the helpdesk support to the Department and responsible to help

the Department staff on usage of the software.

o All the activities performed during development phase and Operation and

Maintenance period shall be closely monitored by Department.

Scope of Work for Modification:

1. Add Officer Registration from BackendNeed to provide the facility to admin user to create registration on officer’s behalf. Admin user will be entered all the details of the officer registration and email will be sent to officer email with application login details.

2. APAR Email communication:

The APARs received on or after 01/01/2015, the APAR module shall send an auto generated mail to the officer as soon as the APAR has been scanned and uploaded in the folder. Email format will be provided by DGHRD

3. Opening/Closing Facility for APAR view:

Admin should be given a facility to control the hide & display of APAR by the individual officers. Admin should be able to define a date after which the APAR would be visible to all the individual officers. Email intimation should also be sent to officers automatically on the date of showing of APAR by officers.

4. Controlling Edit & delete rights:Changes has to been made in application so that DEO role can only edit the data till 36 hours of the data entered date & time i.e. after 36 hrs the particular record can only be edited by admin user only. DEO Role shall not have rights to delete any file.

5. Reports:a. Representation vs order report: This report shall show the data of records with

representation as per below:S. No

Employee Code

Employee Name

APAR Year

APAR Type

Representation Filed

Rep Filed date

Order Recv

Order Recv date

Old grading

New grading

6. Reports:a. Representation vs order report: This report shall show the data of records with

representation as per below:S. No

Employee Code

Employee Name

APAR Year

APAR Type

Representation Filed

Rep Filed date

Order Recv

Order Recv date

Old grading

New grading

7. Reports:a. Representation vs order report: This report shall show the data of records with

representation as per below:S. No

Employee Code

Employee Name

APAR Year

APAR Type

Representation Filed

Rep Filed date

Order Recv

Order Recv date

Old grading

New grading

b. Email Sent report: The system shall provide second report for providing auto generated mail information that on which date and time mail has been send as per the below format:

S. No Employee Code

Employee Name

Mail sending date

Mail sending time

Mail Details

Complete text

c. Refinement in existing reports like i. In group report,

1. User shall be able to choose that retired officers shall be shown in reports or not.

2. Add new column of Representation file, any representation corresponding to that APAR/ACR will be shown here.

ii. Individual Report1. Add new column of Representation file, any representation

corresponding to that APAR/ACR will be shown here.

8. Officer DashboardChanges as per the discussion with HRD in the officers profile section has to made by the vendor. Any representation for the APAR after 2008 has to be displayed to the officer.

9. Any changes in existing report or criteria of new reports.10. Any issue in respect of APAR registration and related matters

11. The agency will setup a dedicated team of professionals, under the leadership of agency’s senior executive, for maintenance and application support of APAR management application. The scope of maintenance and application support would broadly include the following:

Issues Identification

APAR Section will report any error, flaw, mistake or fault in the software that produces incorrect result or hampers the normal functioning of the application. Any such issue will be reported to vendor for rectification.

Priority Definition

All the issue will be categorised into any of the below type by the APAR section:

P1 Show stopper - The project cannot proceed unless resolved. For immediate escalation to the Project Leadership and potentially the Account Leadership for resolution

P2 Major – Require action/decision outside of a track, and should be escalated to the project manager.

P3 Significant – but being managed or resolved within the track. P4 Minor – need resolution but will not impact successfully delivery.

Response Time

All the issues identified above needs to be responded as per below timeline:

Priority Level Response TimeP1 8 hrP2 16 hrP3 24 hrP4 48 hr

If the agency does not fulfil the above timeline, the department has can put penalty on the agency.

12. Support Helpdesk

Agency has to setup a support helpdesk at CBEC DGHRD onsite or offsite to ensure the resolution of all the issues and operational assistance to APAR section users and all the officers accessing the APAR management system as below details:

1. Issues submission at Helpdesk:Agency will be setup specific email address & telephone number, where users can submit the issues in either ways.

2. Communicate the Issues: Agency person will try to resolve over phone with customer assistance for solving the fault by observing preliminary status & by suggesting few actions. If he/she not able to resolve it the issue is immediately communicated to the technical team and same will informed to the CBEC officials, and decide the Issue priority.

3. Evaluate Issues and Identify Possible Resolutions:Accepted issues should be evaluated with technical team to identify possible resolutions, its impact analysis and if required it may do meetings with CBEC to discuss alternatives, etc. If the issue resolution is clear, the action items will be assigned and the issue will be worked upon, and resolved.

4. Regression/system testing: Before publishing the issue to live APAR application, agency is supposed to perform proper testing of the application.In addition to functional and interface testing, the agency should do regression testing to validate that no new faults have been added.

5. Acceptance testing/UAT: in case of major issues, including impact on system feature, the agency should take prior approval from the APAR section before launching it on live site.

6. Delivery/Deployment: The agency should publish the issue to live application and update the required stakeholder for the same.

7. Close Issue:The resolution of the issue is communicated to the CBEC official. The issue is closed after verification.

SECTION V

INSTRUCTIONS TO BIDDERS

1. Every page of the bid document shall be signed by the bidder or by a person duly authorized by

the bidder.

2. All changed, alterations, corrections in the bid document shall be signed in full by the person(s)

signing the bid document, with date. No eraser and/or over writing without authentications

is/are permissible.

3. The complete bid document along with the documentary evidence should be numbered.

4. The bidder shall submit bid in two (2) parts, namely; Part-I will have Technical Bid (as enclosed as

Annexure-B) and Part-II will have Financial Bid (as enclosed as Annexure-C) in separate

envelopes. Technical Bid and Financial Bid shall be submitted on the Bidder’s letter head.

5. Bid submitted shall be in the prescribed format as given in Annexure and shall also have the

relevant documents including documentary evidences.

6. Bidder must submit the original ‘Technical’ and ‘Financial Bid’ with each bid sealed separately

and put again in a sealed envelope.

7. The bids completed in all respects as specified in this RFP shall be sent/submitted by

post/courier to –

Additional Director General (HRM)Custom & Central Excise 507/8, Deepshikha Building, Rajendra Place, New Delhi- 110008

8. The Bids shall be valid for a period of 3 months from the closing date for submission of the Bid.

9. Date & Time of submission of Bid: _Before 3:00 PM of 17th March, 2015

10. The complete bid document should be submitted before due date and time as given at Clause 9

above. Bids received after the stated time and date would not be considered and are liable for

rejection.

11. The DGHRD, CBEC reserves the right to accept or reject any/all the bid(s) including the lowest

bid without assigning any reason and no correspondence in this regard shall be entertained. The

DGHRD, CBEC takes no responsibility for delay, loss, or non-receipt of response to this RFP.

12. The bidder shall carefully examine and understand the scope of work, specifications/conditions

of RFP and seek written clarifications, if required, to ensure that they have understood all scope

of work, specification/conditions of RFP.

13. The bidders should have presence in Delhi/NCR with one of their offices in India until the

completion of the contract. The bidder shall authorize a representative for interacting with the

DGHRD, CBEC during evaluation of the Bid.

14. The successful bidder shall be required to enter into an agreement with the DGHRD, CBEC,

within fifteen (15) days from the date of award of the tender or within such extended period, as

may be specified by the DGHRD, CBEC in this regard.

15. Submission of illegible documents shall lead to disqualification of the bidder.

16. Date & Time of opening of Bids- Technical Bid shall be opened 18th March, 2015 at 11:30 P.M and the date and time of opening of Financial Bid shall be communicated to the short listed

bidders. 17. The bid must be accompanied with earnest money deposit (interest free) for the amount

indicated in the Notice Inviting RFP in the form of a Demand Draft drawn on any Nationalized/Scheduled Bank in favour of the Pay & Account officers, DGICCE, New Delhi.

18. Tenders not accompanied EMD shall be summarily rejected.

19. If the bidder, after submission, revokes his bid or modifies the terms and conditions thereof

during the validity of his bid except where the DGHRD, CBEC has given opportunity to do so, the

earnest money deposit submitted by bidder shall, in such case, be forfeited. The Earnest Money

Deposit of unsuccessful bidders shall be returned within 15 days, after award of contract.

20. DGHRD, CBEC may at any time cancel or withdraw the invitation to bid without assigning any

reason and the earnest money deposit submitted by bidder shall in such case be refunded to

him.

21. The EMD of the successful bidder shall automatically convert into interest free, Security Deposit

and shall be retained during the contract period. In case, the successful bidder fail or refuse to

sign the contract within the period as indicated above, the earnest money shall be forfeited. The

Security Deposit of successful bidder shall be returned only after expiry of contract period after

adjusting the dues, if any

SECTION – VI

General Conditions of the Contract

Application

These general conditions shall apply to the extent that provisions in other parts of the contract do not supersede them. For interpretation of any clause in the RFP or Contract Agreement, the interpretation/clarification of the DGHRD, CBEC shall be final and binding on the bidder.

RFP Clarifications

During technical evaluation of the bids, DGHRD, CBEC may, at its sole discretion, ask Bidders for clarifications on their bids. Any word used in singular shall have the connotation of plural as well.

Amendments in RFP

At any time prior to deadline for submission of bid, DGHRD, CBEC may for any reason, modify the RFP. The Bidder having received the RFP shall be notified of the amendments by posting the same at DGHRD, CBEC’s Website and such amendments shall be binding on them.

Partnership/Company

If the Bidder is a Partnership Firm/Company, the full particulars of the composition of the firm in detail should be submitted along with name(s) and address(es) of the partners, copy of the Articles of Association (in case of company) /Power of Attorney/any other relevant document.

Disqualifications

The DGHRD, CBEC may at its sole discretion and at any time during the evaluation of Bid, disqualify any bidder, if the bidder has submitted the Bid documents after the response deadline; Made misleading or false representations in the forms, statements and attachments submitted in proof of the eligibility requirements; Exhibited a record of poor performance such as abandoning works, not properly completing the contractual obligations, inordinately delaying completion or financial failures, etc. in any project in the preceding three years; submitted bid that is not accompanied by required documentation or is non-responsive; Failed to provide clarifications related thereto, when sought; Submitted more than one Bid; Declared ineligible by the Government of India or any other body for corrupt and fraudulent practices or blacklisted; or modified the terms and conditions of RFP.

Preparation of BidThe Bidder shall comply with the following related information during preparation of the bid. The bid and all associated correspondence shall be written in English and shall conform to prescribed formats. Any interlineations, erasures or over writings shall be valid only if they are initialled by the authorized person signing the Bid. The Bid shall be typed or written in indelible ink and shall be signed by the bidder

11

or duly authorized person(s) to bind the Bidder to the contract. The letter of authorization shall be supported by power of attorney and shall be annexed with the bid.Bidders are not permitted to modify, substitute, or withdraw bids after its submission.

SubmissionTechnical & Financial bids must be submitted in separate sealed envelope duly marked on the face of envelope.

Deadline for submission of BidsBids from Bidders, complete in all respects must be received by the DGHRD, CBEC at the address and by the date specified in the RFP.

Right to Accept BidWith regard to the RFP, the DGHRD, CBEC has the following rights:

a) Accept or reject any of the proposals, without assigning any reasons thereof. b) Request clarification from bidders. c) To accept any Bid in whole or in part d) Reject whole process

Conflict of Interest

DGHRD, CBEC requires that Bidders should provide professional, objective, and impartial advice and at all times hold the DGHRD, CBEC’s interests paramount, strictly avoid conflicts with other assignments/jobs or their own corporate interests.

ConfidentiallyNothing shall be disclosed by any bidder with any other person not officially concerned with such process until the selection process is over. The undue use by any bidder of confidential information related to the process may result in rejection of its bid. Except with the prior written consent of the DGHRD, CBEC, the Bidder(s) and its/their personnel shall not at any time communicate to any person or entity any confidential information acquired in the course of the Contract.

Standards of Performance

The selected Bidder i.e. Service Provider shall perform the services and carry out their obligations under the Contract with due diligence and efficiently. The Service Provider shall always act in respect of any matter relating to this contract as faithful advisor to the DGHRD, CBEC. The Service Provider shall always support and safeguard the legitimate interests of the DGHRD, CBEC in any dealings with the third party.

Term

The duration of AMC under this RFP shall be for one year.

Assignments The Service Provider shall not assign the work to any other Agency/person, in whole or in part, to perform its obligation under the Contract, without the prior written consent of DGHRD, CBEC.

Termination

Either party has the right to terminate the contract by giving three month prior written notice of termination to the other without assigning any reason.

The DGHRD, CBEC may, by giving 15 days advance written notice to the Service Provider, terminate the contract in the following ways-

For default to perform obligations under the Contract or if the quality is not as per the specifications/satisfaction of the DGHRD, CBEC or in the event of non adherence to time schedule by the Service Provider.

Becomes incapable of or unable to perform the Contract; death or dissolution of Service Provider or commencement of liquidation or winding up proceedings or appointment of a Receiver or insolvency of the Service Provider;

Service Provider assigns or sub-lets the work under the contract without the prior written permission from the DGHRD, CBEC

Service Provider violating any of the terms and conditions of the contract

However, the termination notice may be revoked provided the Service Provider rectifies the default within notice period to the satisfaction of the DGHRD, CBEC. No consequential damages shall be payable to the Service Provider in the event of such termination.

Consequences of Termination

Upon Termination of the Contract, the work undertaken by the Service Provider shall become the property of the DGHRD, CBEC and all its rights shall vest in the DGHRD, CBEC.

SECTION-VII

Bid Opening, Evaluation Process and Selection Procedure

Evaluation Process

Response to this RFP would be evaluated in two phases. Initially technical bids will be opened and evaluated. Those bidders who satisfy the technical requirements of the work, as per the requirements/specifications and the terms and conditions of this RFP, shall be short-listed. Financial bids shall be opened only for the short-listed bidders who have qualified in the technical bid.

Technical Evaluation

The bids will be technically evaluated on various components. Each response to the RFP from each bidder will be judged on its own merit. As part of the Technical Bid Evaluation, bidders may be required to demonstrate to the DGHRD, CBEC, their works of similar nature, which forms part of the knowledge base of the bidder for the work and also exhibits bidder’s domain expertise.

Financial Evaluation

The Financial bids of the short listed bidders will be evaluated on the basis of the amount quoted in the Bid.

Annexure –A

COVERING LETTER (ON THE BIDDER’S LETTER HEAD)

DATE:

Dear Madam/Sir,

Sub: Maintenance and Modification of existing Web Based APAR Management Application

Having examined the RFP, I/we, M/s. _______, offer our proposals for the subject works and are in full conformity with the said RFP. We have read all the provisions of RFP and confirm that all these are acceptable to us. We further declare that additional conditions, variations, deviations, if any, found in our bid shall not be given effect to.

We agree to abide by the terms and conditions of this Bid, including this letter, the Technical and Financial Bid, the duly notarized written power of attorney, and all attachments and it shall remain binding upon us and may be accepted by you at any time before the expiry of the validity period.

I/We confirm having deposited one demand draft: -

Earnest Money of Rs. 5,000/- (Rupees five Thousand Only) by Demand Draft no…………..dated…………….drawn on…………Bank attached hereto.

We hereby declare that all the information and statements made in this bid are true and any misleading/false information contained in it may lead to our disqualification.

We understand that you reserve the right to accept or reject any bid.

Dated [date/month/year]

Authorized Signatory (in full and initials):

Name and title of signatory:

Duly authorized to sign this Bid for and on behalf [Name of Respondent]

Name of Firm:

Annexure-B

TECHNICAL BID(On the Letterhead of the Bidder)

1. Name of the person/Firm/Company:

2. Physical address:

3. Address of the company/firm (pl. enclose proof):

4. Contact details (telephone/email/fax):

5. Date of incorporation/registration (pl. enclose proof, if applicable):

6. Date of commencement of business (pl. enclose proof, if applicable):

7. Net worth of the company/firm (pl. enclose proof, if applicable):

8. Name(s) of the directors/partners:

9. Names of the major customers:

10. Details of similar assignments handled in the past (Pl. Enclose Proof):

11. Current related assignments on hand (Pl. Enclose Proof):

12. Details of turnover for the past 3 years (Pl. Enclose Proof):

13. Attach copies of audited annual accounts for the past 3 years:

14. PAN (pl. enclose proof):

15. Service Tax Number (pl. enclose proof, if Applicable):

16. Detail of any such portal to access the quality. User name and password to be provided of such portal to

access the quality.

Declaration: We hereby declare that the above information furnished is true to the best of our knowledge and information and if it is discovered at a later date that any or all of the above information is incorrect, we shall be disqualified and that if the assignment is already awarded, DGHRD, CBEC shall be within its rights to cancel the contract forthwith without assigning any reasons whatsoever.

Place

Date: Signature

Annexure C

Part – IIFINANCIAL BID

(On the Letterhead of the Bidder)The Bidder is required to submit the financial bid in the following format.

In case of joint bidders, please mention the name of the party in whose favour the payment shall be released.

Rates by Bidder –

S. No Scope of Work Rates (In Rs) Cost in Words

1Cost of Modification in the APAR management Application

2 Cost of Security Audit for the Application

3Cost of SMS Gateway service & Integration

4Cost of AMC for the APAR application per annum

1. Above amount shall be excluding applicable taxes.2. No TA/DA and no local conveyance or any travel cost will be reimbursed by DGHRD, CBEC. 3. DGHRD, CBEC reserves the right to award the work either to a single bidder or may split the

work and award the same to more than one bidder. 4. DGHRD, CBEC shall not be responsible for any another payments apart from the aforesaid

commercials.

Name:

Date:

Sign:

Address with Phone No and Email ID:

Note: Please sign on each sheet submitted to DGHRD, CBEC.

Stamp: