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E-Suvidha, Uttar Pradesh Department of IT & Electronics, Govt DEPARTMENT OF INFORMATION TECHNOLOGY & ELECTRONICS GOVERNMENT OF UTTAR PRADESH RFP FOR SELECTION OF CITIZEN SERVICE PROVIDER FOR e-SUVIDHA SCHEME OF UP GOVT. TO BE REPLICATED/IMPLEMENTED PRESENTLY IN 34 DISTRICTS OF UTTAR PRADESH Reference No. : eS/bid/2016/220716 e-Suvidha, Uttar Pradesh Department of IT & Electronics, Govt. of Uttar Pradesh Near Gomti Barrage, Gomti Nagar, Lucknow – 226010 Telephone :+91-522-2300733, 2307155 Fax : +91-522-2300733 RFP-2016 FOR e-Suvidha Project DOCUMENT 22 JULY 2016 e-Suvidha, Uttar Pradesh (A Society under Department of IT & Electronics, Govt. of Uttar Pradesh) Near Gomti Barrage, Gomti Nagar Lucknow - 226010 Telephones : +91-522-2300733 Fax : +91-522-2300733 +91-522-2307155 e-mail : [email protected] : [email protected] : [email protected] : [email protected] COMPETITIVE e-Bid FOR Total Solution Based Package comprising of Hardware, Software and Connectivity for Deployment, Customization and Successful Im plementation and diversification of Citizen Centric Services/Public Utility Interface through of e-Suvidha Project, in initially 34 districts of Uttar Pradesh, based on all the scope of works/ responsibilities as envisaged in the current RFP on BOOT Model. e-Bid REFERENCE : eS/bid/2016/220716 PRE-BID CONFERENCE : 28.07.2016 AT 11.30 AM LAST DATE AND TIME FOR : 10.08.2016 upto 03.00 PM SUBMISSION OF e-BidS DATE AND TIME OF OPENING : 10.08.2016 at 03.30 PM OF ON LINE TECHNICAL e-Bid PLACE OF OPENING OF e-Bids : e-Suvidha Head Office Conference Hall Near Gomti Barrage, Gomti Nagar,Lucknow-226010 ADDRESS FOR COMMUNICATION: Project Director e-Suvidha, Uttar Pradesh Near Gomti Barrage, Gomti Nagar, Lucknow–226010 e-Bid SECURITY/EMD : ` 10.00 Lacs This Document Contains -- 182 Pages It will be the responsibility of the e-Bidders to check U.P. Government e-Procurement website http://etender.up.nic.in and/or websites www.esuvidha.goup.in for any amendment through corrigendum in the e-tender document. In case of any amendment, e-Bidders will have to incorporate the amendments in their e- Bids accordingly. e-tender Document Processing /cost : ` 10000.00 2 RFP-2016 FOR e-Suvidha Project DOCUMENT 22 JULY 2016 Glossary Sl. Abbreviation/Acronym Description No. 1. GoUP Government of Uttar Pradesh 2. ICSC Integrated Citizen Service Centre 3. G2C Government to Citizen 4. G2B Government to Business 5. G2G Government to Government 6. AMC Annual Maintenance Contract 7. EPIC Electronic Privacy Information Center 8. EQMS Electronic Queue Management System 9. MIS Management Information System 10. MMP Mission Mode Project 11. OEM Original Equipment Manufacturer 12. OS Operating System 13. PPP Public Private Partnership 14. RDBMS Relational Database Management System 15. IDP Intrusion Detection and Prevention 16. IDS Intrusion Detection System 17. SDC State Data Centre 18. SLA Service Level Agreement 19. SOA Service Oriented Architecture 3 RFP-2016 FOR e-Suvidha Project DOCUMENT 22 JULY 2016 TABLE OF CONTENTS Description Page nos. Glossary 3 Newspaper advertisement 10 Request For Proposal ………………………………………………………………………....... 11 – 17 1. Introduction ………………………………………………………………………………. 11 1.1 Vision & Mission ……………………………………………………………………........ 11 – 12 1.2 Present Status of e-Suvidha Project - Lucknow and other districts ……………………………….. 12 – 14 1.2.1 Year wise collection details of utility bills (transactions and revenue) and G2C Services (Application received and disposed) of various associated departments /Agencies …………………………………………………………………………….. 12 – 13 1.2.2 Type of Services to be delivered from the e-Suvidha Project - Lucknow and other districts ………………………………………………………………………………. 13 – 14 1.3 Time schedule of various tender related events …………………………………………. 15 – 17 Section: A ………………………………………………………………………………………. 18 – 24 A.1 The e-Suvidha Technology……………………………………………………………… 18 A.2 Implementation Model …………………………………………………………………. 18 A.3 Scope of Work covered by the RFP ……………………………………………………. 18 – 22 A.4 Economic Viability of e-Suvidha Project ………………………………………………. 23 A.5 Delivery, Installation & Provision of Services: Time Frame ………………………….. 24 Section: B …………………………………………………………………………………….... 25 – 27 B.1 Submission of e-bid……………………………………………………………………... 25 B.2 Utilisation of existing Assets of e-Suvidha …………………………………………….. 25 B.3 Objectives of e-Suvidha Project………………………………………………………… 25 – 26 B.4 Expected Outcomes of the e-Suvidha Project ……………………………………………………………… 26 – 27 Section C: Requirement of the Solution ……………………………………………………..... 28 – 30 C.1 Architecture of the Solution …………………………………………………………… 28 – 29 C.2 Application Software …………………………………………………………………………………………………………… 29 – 30 Section D: Service Focus of e-Suvidha Project ………………………………………………... 31 – 32 D.1 Service Focus of e-Suvidha Project …………………………………………………….. 31 D.2 Services to be Covered ………………………………………………………………………………………………. 31 – 32 Section E: Roles and Responsibilities ………………………………………………………….. 33 – 63 E.1 Responsibilities of e-Suvidha, Department of IT & Electronics, Govt. of UP …………... 33 – 34 E.2 Responsibilities of Associated Departments ……………………………………………... 34 – 36 E.3 Responsibilities of Banking Partner ……………………………………………………... 36 E.4 Responsibilities of Service Provider …………………………………………………….. 37 – 63 E.4.1 Scope of Work: Operations ……………………………………………………….... 37 – 40 E.4.1.1 Transition Management ………………………………………………………….. 37 E.4.1.2 Non IT Infrastructure ……………………………………………………………. 37 – 39 E.4.1.3 IT Infrastructure ………………………………………………………………… 39 E.4.1.3.1 Electric Bills – RAPDRP Setup of Energy Department ……………………... 39 – 40 E.4.1.3.2 Other Bills/Services Setup …………………………………………………... 40 E.4.2 Maintenance of Architecture of the Total Solution Package ………………………. 40 – 41 E.4.3 Scope of Work: Software ………………………………………………………….. 41 – 44 E.4.3.1 Transition Management ………………………………………………………… 41 4 RFP-2016 FOR e-Suvidha Project DOCUMENT 22 JULY 2016 E.4.3.2 As-Is ……………………………………………………………………………. 41 E.4.3.3 Current Deployment of e-Suvidha …………………………………………....... 41 – 42 E.4.3.4 Service Oriented Architecture (SOA) …………………………………………. 42 – 44 E.4.4 Maintenance of Security of the System and Data Component ……………………… 44 – 45 E.4.5 Maintenance of Hardware, Networking and Ancillary Equipment …………………. 45 – 63 3. Network Administration ……………………………………………………………... 45 – 46 4. System Support ………………………………………………………………………. 46 6. EQMS (Electronic Queue Management System) ……………………………………. 46 – 47 7. Provision of Call Communication Facility …………………………………………... 47 8. Uninterrupted Power Supply (UPS) …………………………………………………. 47 – 48 9. Generator ……………………………………………………………………………. 48 10. Desktop ………………………………………………………………………………. 48 11. Peripherals – Printer, Scanner, Switches ……………………………………………... 48 – 49 12. Security ………………………………………………………………………………. 49 13. Utilisation of existing Assets of e-Suvidha Project, Lucknow ………………………. 49 – 51 15. Connectivity …………………………………………………………………………... 51 – 52 18. Supply of consumables ……………………………………………………………….. 52 – 53 19. Manpower Deployment requirements ………………………………………………… 53 – 54 20. Counter Operators ……………………………………………………………………. 54 28. System Security ………………………………………………………………………. 55 – 56 66. Performance Levels In Terms of Availability of System Component ………………. 61 – 62 66.1 Uptime …………………………………………………………………………….. 61 – 62 66.2 Downtime …………………………………………………………………………. 62 67. Performance Levels in Terms of Turn Around Time of Transactions ……………..... 62 – 63 E.5 Other Roles and Responsibilities ………………………………………………………. 63 Section F: Project Management ……………………………………………………………….. 64 – 67 F.1 Work Program …………………………………………………………………………..... 64 F.2 Program Development ………………………………………………………………….... 65 F.3 Program Implementation ……………………………………………………………….... 65 F.4 Reports …………………………………………………………………………................ 65 F.5 Time Schedule For e-Suvidha Project …………………………………………………..... 65 – 67 F.5.1 Knowledge Transfer ……………………………………………………………….. 66 F.5.2 Handover …………………………………………………………………………… 66 F.5.3 Deployment of operators ………………………………………………………….. 66 F.5.4 Up-gradation and architecture redesigning of existing software …………………... 66 – 67 Section G: Franchisee …………………………………………………………………………... 68 – 69 G.1 Franchisee Model ……………………………………………………………………… 68 G.2 Selection of Location of Franchisee Centre …………………………………………… 68 G.3 Managing the Franchisee ………………………………………………………………… 68 G.4 Services Available in the Franchisee ……………………………………………………. 68 G.5 Reporting ……………………………………………………………………………….... 68 G.6 Payment…………………………………………………………………………………... 69 Section H: Service Level Agreement (SLA) …………………………………………………… 70 – 78 H.1 Centre uptime of over 99% per month …………………………………………………. 70 H.2 Placement of required no. of e-Suvidha counter operators as per specifications ……… 70 – 71 H.3 Placement of required no. of Security Guard(s) at e-Suvidha Centre as per specifications 71 – 72 5 RFP-2016 FOR e-Suvidha Project DOCUMENT 22 JULY 2016 H.4 Placement of required supervisory manpower for e-Suvidha Project …………………. 72 H.5 Handling of Cash ………………………………………………………………………… 72 – 73 H.6 Loss of Cheques, drafts of customers …………………………………………………… 73 H.7 Adherence to submissions made by Bidder in the Technical bid and not covered under any of the SLA‟s above ………………………………………………………………….. 73 – 74 H.8 99.99% accuracy in inputting customer data …………………………………………… 74 H.9 System Uptime (Application) …………………………………………………………… 75 H.10System uptime for web portal ………………………………………………………….. 76 H.11Call Center: Operator availability ………………………………………………………. 76 – 77 H.12Requirements gathering & Solution Design ……………………………………………. 77 H.13UAT
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