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
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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
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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
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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
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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 ……………………………………………………………………………………... 77 – 78 H.14Application Deployment (Go-Live) ……………………………………………………. 78 Section I: Invitation for Competitive Bidding ……………………………………………….... 79 – 83 I.1 Proposal Instructions and Conditions ………………………………………………….. 79 I.2 Documents Comprising the Bidders' Proposal …………………………………………. 80 I.3 Bid Evaluation ………………………………………………………………………….. 80 I.4 Pre-Qualification Criteria ………………………………………………………………. 80 – 82 I.5 Technical Proposal ……………………………………………………………………... 83 I.6 Financial Proposal …………………………………………………………………….... 83 Section J: Instructions to Bidders (ITB) ……………………………………………………...... 84 – 102 (A) The Bid Document ……………………………………………………………………... 84 – 86 1 e-Tender Document Processing/Cost of Proposal …………………………………….. 84 2 Contents of e-Bid Document …………………………………………………………... 84 – 85 3 Clarification of e-Bid Document ………………………………………………………. 85 4 Supplemental Information to the Request for Proposal ……………………………..... 85 5 Amendment of RFP Document ………………………………………………………… 85 – 86 6 Right to Terminate the Process ………………………………………………………… 86 (B) Preparation of Proposal/Bid ……………………………………………………………. 86 – 96 7. Language of Proposal ………………………………………………………………….. 86 8. Documents Constituting The Proposal ………………………………………………… 86 – 88 9. e-Bid Form …………………………………………………………………………...... 88 10. Bid Prices ………………………………………………………………………...... 88 – 89 11. Correction of Errors …………………………………………………………………….. 89 12. Documents Establishing Bidder‟s Qualification ……………………………………….. 89 13. Documents Establishing Goods‟ Conformity to Bid Documents ……………………… 90 14. Bid Security/Earnest Money Deposit (EMD) ………………………………………...... 90 – 91 15. Period of Validity of Proposals ……………………………………………………...... 91 16. Format And Signing of Bid …………………………………………………………….. 92 17. Submission of Proposals ……………………………………………………………….. 92 – 94 18. Deadline for Submission of Proposals …………………………………………………. 94 – 95 19. Late Bids ……………………………………………………………………………...... 95 20. Modification and Withdrawal of Proposals …………………………………………….. 95 – 96 (C) Opening and Proposal Evaluation Process ……………………………………………… 96 – 102 21. General Guidelines for Tender Opening ……………………………………………….. 97 22. Bid Opening Sessions ………………………………………………………………...... 97 23. Verification of Bid Security/EMD ……………………………………………………… 97 – 98
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24. Pre-Qualification Criteria Evaluation ………………………………………………….. 98 25. Evaluation of Technical Proposals and Evaluation Criteria ………………………….. 98 – 99 26. Proposal Presentations …………………………………………………………………. 99 – 100 27. Evaluation of Financial Proposals …………………………………………………….. 100 – 101 28. Contacting the e-Suvidha ………………………………………………………………. 101 29. Right to Accept or Reject Proposals …………………………………………………… 101 – 102 (D) Award of Contract ……………………………………………………………………… 102 30. Award Criteria ………………………………………………………………………….. 102 31. Signing of Contract …………………………………………………………………...... 102 Section K: General Conditions of Proposed Contract (GCC) ...…………………………..…. 103 – 117 1.1 Definitions ……………………………………………………………………………… 103 1.2 Application ……………………………………………………………………………... 104 1.3 Standards ……………………………………………………………………………….. 104 1.4 Status Reporting ………………………………………………………………………... 104 1.5 Implementation ……………………………………………………………………...... 104 1.6 Standards ……………………………………………………………………………….. 104 1.7 Constitution of Consortium …………………………………………………………….. 105 1.8 Users License and Patent Rights ……………………………………………………….. 105 1.9 Indemnification ………………………………………………………………………… 105 – 106 1.10 Use of Documents and Information ………………………………………………...... 106 1.11 Manuals and Drawings ……………………………………………………………...... 106 – 107 1.12 Inspection and Acceptance Tests …………………………………………………...... 107 1.13 Acceptance Certificates ………………………………………………………………… 107 1.14 Implementation/Performance Security ……………………………………………...... 108 1.15 Warranty ……………………………………………………………………………….. 108 – 109 1.16 Payment …………………………………………………………………………….…... 109 1.17 Change Orders ………………………………………………………………………….. 109 1.18 Contract Amendment …………………………………………………………………... 109 1.19 The Assignment ………………………………………………………………………… 109 – 110 1.20 Sub-Contracts …………………………………………………………………………... 110 1.21 Concessions Related to e-Suvidha Projects …………………………………………….. 110 1.22 Delay in the CSP‟s Performance ……………………………………………………….. 110 1.23 Liquidated Damages ……………………………………………………………………. 111 1.24 Termination on Default ………………………………………………………………… 111 – 112 1.25 Waiver ………………………………………………………………………………….. 112 1.26 Force Majeure …………………………………………………………………………... 112 1.27 Termination on Insolvency ……………………………………………………………... 113 1.28 Termination for Convenience …………………………………………………………... 113 1.29 Resolution of Dispute …………………………………………………………………... 113 1.30 Non-Exclusivity Clause and License Fee ………………………………………………. 114 1.31 Intellectual Property Right (IPR) ………………………………………………………. 114 – 115 1.32 Contract Period …………………………………………………………………………. 115 1.33 Asset Transfer Value …………………………………………………………………… 115 1.34 Revenues through Advertisement ……………………………………………………… 115 1.35 Revenues through Banners/Hoarding …………………………………………………... 116 1.36 Applicable Law ………………………………………………………………………… 116
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1.37 Governing Language …………………………………………………………………… 116 1.38 Notices ………………………………………………………………………………….. 116 1.39 Taxes & Duties …………………………………………………………………………. 116 1.40 Protection against Damages-Site Conditions ………………………………………….. 116 – 117 1.41 Fail Safe Procedure …………………………………………………………………….. 117 1.42 Jurisdiction ……………………………………………………………………………… 117 1.43 Facilitator ……………………………………………………………………………….. 117 Proposal Covering Letter/Bid Letter Form …………………………………………………….. 118 – 120 Model Contract Form …………………………………………………………………………... 121 – 122 Bid Security (EMD) Form ……………………………………………………………………… 123 Implementation Security Form …………………………………………………………………. 124 Asset Security Form ……………………………………………………………………………. 125 FORM PQ-1 Bidder Information ………………………………………………………………. 126 – 131 Format 1. Particulars of Principal Applicant Company …………………………………….. 126 Format 2. Particulars of Secondary Partner under consortium ……………………………… 126 – 127 Format 3. Particulars of Tertiary Partner under consortium ………………………………… 127 Format 4. Roles and Responsibilities of the Secondary Partner under consortium …………. 127 – 128 Format 5. Roles and Responsibilities of the Tertiary Partner under consortium ……………. 128 Format 6. Details of Tender Processing Fee/Cost and EMD ………………………………... 128 Format 7. Whether the aforesaid Agency/their Directors/Partners (Secondary/Tertiary) /Subsidiary Units trialed/under trial by the Court/Govt. Investigating Agencies? If yes, furnish the details ………………………………………………………… 128 Format 8. Particulars of Managing Director/CEO/Proprietor/Managing Partner of the Principal Bidder …………………………………………………………………... 128 – 129 Format 9. Particulars of Managing Director/CEO/Proprietor/Managing Partner of the Secondary Partner under consortium …………………………………………….. 129 Format 10. Particulars of Managing Director/CEO/Proprietor/Managing Partner of the Tertiary Partner under consortium ………………………………………………. 129 Format 11. Particulars of Contact Persons …………………………………………………… 129 – 130 Format 12. Location of Registered Offices and Other Offices in Uttar Pradesh and Other Parts of India ……………………………………………………………………... 130 Format 13. Any other relevant information that Applicant Agency may like to give ……… 130 Format 14. List of Enclosures as Summery Sheet ……………………………………………. 130 – 131 FORM PQ – 2 Power of Attorney …………………………………………………………….. 132 – 133 FORM PQ – 3 Annual Turn Over And Net Worth Details …………………………………… 134 FORM PQ - 4 Undertaking of not being black-listed ………………………………………… 135 FORM PQ – 5 Local Establishment …………………………………………………………... 136 FORM PQ - 5(A) Details of at least 40 IT Professionals Employed as on 31 March 2016 and onwards by the Principal Bidder …………………………………………... 137 PQ – 6 Certified copy of relevant pages of latest Memorandum and Articles of Association of the Bidder showing objectives of the Firm/Company/Societies ………………………………. 138 PQ – 7 Proposal Covering Letter/Bid Letter Form …………………………………………… 138 Form T-1 Experience & Track Record in Last Three years ……………………………………. 139 – 142 1. Setting- Up Citizen Centric Services/IT Enabled Services…………………………….. 139 2. Facility Management Services………………………………………………………….. 139 – 140 3. System Integration …………………………………………………………………….... 140
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4. Software Project ……………………………………………………………………….. 140 5. Help desk support Project ……………………………………………………………… 140 – 141 6. ICT based Service Delivery Project through Franchise/Kiosk ………………………… 141 7. Web based Application Software Project ………………………………………………. 141 – 142 Form T-2 Technical solution details …………………………………………………………... 143 – 144 Form T-3 Implementation Schedule and Methodology ……………………………………….. 145 – 146 Form T-4 Staff Proposed for e-Suvidha Project ……………………………………………….. 147 Form T-5 Local Presence Bidders/Consortium Presence ……………………………………… 148 Form T-6 Assets to be Created by the Bidder …………………………………………………. 149 Form T- 7 Check List Compliance/agreed/enclosed/deviation Statement …………………….. 150 – 152 Form F-1 Financial Bid Format ………………………………………………………………. 153 Annexure - 1 List of Services presently being delivered through ICSC/e-Suvidha Centres …. 154– 155 Annexure –2 List of Departments presently participating in e-Suvidha Project ……………… 156 Annexure – 3 List of ICSC (Integrated Citizen Service Centre)/e-Suvidha Centre, Presently working in 17 Districts including Lucknow of the state of Uttar Pradesh ……. 157 – 161 Annexure -4 Services to be Covered ………………………………………………………….. 162 – 163 Annexure -5 Non IT Existing Infrastructure/Assets at e-Suvidha Data Centre/ICSCs ………. 164 – 165 Annexure -6 Internal furnishing of ICSC Centre at Jal kal Vibhag, Aishbagh, Lucknow ……. 166 Annexure -7 Internal furnishing of ICSC Centre at Nagar Nigam, Lalbagh, Lucknow ……… 167 Annexure -8 Internal furnishing of ICSC Centre at Arvindo park, Indira Nagar, Lucknow …. 168 Annexure -9 Internal furnishing of ICSC Centre at Bhootnath, Indira Nagar, Lucknow …….. 169 Annexure -9A Internal furnishing of ICSC Centre at 1090 WPL, Lohia path, Lucknow ……... 170 Annexure -10 Pre-qualification/Eligibility evaluation Criteria ………………………………… 171 – 172 Annexure -11 Technical proposal evaluation criteria ………………………………………….. 173 – 181 Annexure -12 Criterion for Evaluation of Financial Bids of the Principal Bidder ……………. 182
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10 RFP-2016 FOR e-Suvidha Project DOCUMENT 22 JULY 2016
e-Suvidha DEPARTMENT OF IT & E GOVERNMENT OF UTTAR PRADESH
REQUEST FOR PROPOSAL
1. Introduction
The Government of Uttar Pradesh (GoUP) as part of its vision to provide Good Governance to its citizen, initiated steps to harness the potential of IT to provide integrated services to the citizens by deploying the tools of Information and Communication Technology (ICT) so as to enhance Speed, Convenience, Certainty and Accountability in providing such services through the concept of a „One-Stop-Shop‟ facility. One such initiative was e-Suvidha, constituted under Department of IT and Electronics, Government of Uttar Pradesh, which was implemented on pilot basis in Lucknow City in August, 2006 on the lines of similar projects implemented elsewhere in India.
On successful implementation of pilot e-Suvidha Project in Lucknow, Government of Uttar Pradesh decided to replicate it to other cities of Uttar Pradesh. Accordingly in compliance of GO 989/78-1-6 vkbZ0Vh0-1-2004 fnukWd 28.10.2004] 16 more districts were added into the ambit of e-Suvidha, in phase 2 of its operation, which started in October 2011. Presently, GoUP has already replicated e-Suvidha Project to the cities of Badaun, Bareilly, Pilibhit, Shahjahanpur, Lakhimpur, Hardoi, Sitapur, Unnao, Behraich, Balrampur, Gonda, Barabanki, Rai Bareli, Faizabad, Sultanpur and Ambedkar Nagar, on the uniform per bill transaction charges. Presently in compliance of GO 945/78-1-2016-10byss@99 Vhlh&1 fnukWd 20.07.2016, the current plan is to set up e-Suvidha Centres in further presently 17 more districts of Uttar Pradesh and thus expand the operations of e-Suvidha Project in presently 34 Districts of Uttar Pradesh in a phase wise manner.
1.1 Vision & Mission
Vision: The vision of e-Suvidha project is “to provide to the citizens of Uttar Pradesh, all G2C and G2B One-Stop services and information of Departments and agencies of Central,
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State and Local Governments in an efficient, reliable, transparent and integrated manner on a sustained basis, with certainty, through easy access to a chain of computerized Integrated Citizen Service Centers (ICSC's) and through multiple delivery channels like Electronic Kiosks, mobile phones and the Internet”. The vision of e-Suvidha is to eventually bring all the G2C and G2B services within the purview of the project as a single interface so as to obviate the need for citizens and business people to visit the Government offices except for specialized and complex services.
Mission: The Mission of e-Suvidha Project is “to be the One-Stop-Shop for all C2G interactions”.
1.2 Present Status of e-Suvidha Project - Lucknow and other districts
Currently, 60 e-Suvidha Centres are operational in Lucknow city and delivering around 76 G2C and B2C services. It is proposed to increase the number of e-Suvidha Centres such as e-Suvidha – Lucknow, would eventually have its presence in each ward of Lucknow.
Similarly, there are around 68 e-Suvidha Centres in 16 other cities of the State delivering presently 01 G2C service. It is also proposed to add more e-Suvidha Centres and Citizen Services in the existing 16 cities of the State.
e-Suvidha Project- Lucknow and other districts, would include more services to citizens with the further roll out of e-District Mission Mode Project (MMP). It is also proposed to set up e-Suvidha Centres in existing 17 districts and in further presently 17 more districts (total of presently 34 Districts) of Uttar Pradesh, such that e-Suvidha Project in other districts would eventually have its presence in all Corporations and City Municipal Councils.
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:
The progressive transactions achieved and revenue collection details of various associated departments/Agencies of last 05 Financial Years (in existing 17 Districts) are enumerated as under:-
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(a) Utility bills (only in e-Suvidha Centres of Uttar Pradesh)
Financial Year Total Months Total transactions Total Revenue/year (April - March) working (in No.) achieved/year (in No.) collected (in Rs.) 29 Oct 2011- March 2012 5 Month 3 days 12, 37, 723 235, 81, 66, 047 April 2012 - March 2013 12 Month 40, 70, 354 866, 36, 49, 343 April 2013 - March 2014 12 Month 52, 02, 017 1315, 72, 32, 161 April 2014 - March 2015 12 Month 62, 37, 460 1750, 12, 56, 652 April 2015 - March 2016 12 Month 69, 87, 809 2129, 85, 00, 489 Grand Total 2, 37, 35, 363 6297, 88, 04, 692
(b) G2C Services (in e-Suvidha Centres and various other Centres of Uttar Pradesh)
On-line Application Financial Year through e-district April 2012 - April 2013 - April 2014 - April 2015 - /SSDG portal March 13 March 14 March 15 March 16 Received Application 4674262 13430987 16567373 29795177 Disposed Application 4663940 13418174 16548642 23944138
1.2.2 Type of Services to be delivered from the e-Suvidha Project - Lucknow and other districts
The Departmental services that will be delivered through the e-Suvidha Centres in Lucknow and in 33 more districts (total of initially 34 Districts) of Uttar Pradesh, will be mainly of the following types
a. Database Query, retrieval and print using the backend database of utilities for bill payment/ Tax payment Services, bus ticket service etc. b. Workflow related services like receiving applications for getting Domicile/Caste/Income/Death/Birth Certificates, Employment Registration/Renewal, Ration card, Aadhaar card etc. c. Database Query, retrieval and print using the backend database of Mobile Top-up /Recharge, Data Card Recharge, D2H Recharge, NIELIT Services etc.
The technical architecture of the e-Suvidha Project – Lucknow and other districts, enable transactions at all times. The modus-operandi for any transaction in this project involves:
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a. Transfer of request from the e-Suvidha Citizen Service Counter, be it at Lucknow and/or other districts to respective e-Suvidha Server at e-Suvidha Data Centre/Departmental Servers.
The list of currently available services in e-Suvidha Project – Lucknow and other districts are given in Annexure - 1
List of Departments presently participating in e-Suvidha Project - Lucknow & other 16 districts are given in Annexure - 2.
List of ICSC (Integrated Citizen Service Centre) presently working in e-Suvidha in all 17 districts of Uttar Pradesh including Lucknow are given in Annexure - 3.
The contract of e-Suvidha for presently 17 districts of Uttar Pradesh, which is on BOOT model, is coming to an end for Phase-II of its Operation.
Now, Project Director, e-Suvidha, Department of IT and Electronics, Government of Uttar Pradesh, through this RFP calls for proposal from qualified Service providers on Build, Own, Operate and Transfer (BOOT) Model for presently 34 Districts of State, for a period of 5 years.
The tender document is available at e-Procurement website http://etender.up.nic.in and/or website www.esuvidha.goup.in from 22.07.2016. Interested bidders may view, download the e-Bid document, seek clarification, attend the pre-bid meeting and submit their e-Bid online up to the date and time mentioned in the table below:
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1.3 Time schedule of various tender related events a) Date of publication of e-tender notice & e-tender Notice has been published in Times of India (Lucknow, New Delhi, Mumbai, Hyderabad, availability of Tender Document Bangalure editions) and Hindustan Times (Lucknow, New Delhi, Mumbai editions) dated 22.07.2016. The tender Document will be available
from 22.07.2016 at e-Procurement web site http://etender.up.nic.in & www.esuvidha.goup.in b) Availability of tender document on 22.07.2016 from 03:00 PM at e-Procurement web website site http://etender.up.nic.in and www.esuvidha.goup.in c) Clarification start date & time 22.07.2016 from 03:30 AM d) Pre-Bid meeting 28.07.2016 at 11:30 AM at e-Suvidha Head Office, Conference Hall Near Gomti Barrage, Gomti Nagar, Lucknow-226010 e) Clarification end date & time 30.07.2016 up to 03:00 PM f) Corrigendum issue date & time 03.08.2016 up to 03:00 PM g) e-Bid submission start date & time 04.08.2016 from 03.00 PM (Submission of e-tender fee, EMD and other supporting documents in PDF/XLS format) h) e-Bid submission end date & Time 10.08.2016 up to 3.00 PM i) Online technical e-Bid opening date & 10.08.2016 at 3.30 PM time j) Presentation of Total Solution Based 17.08.2016 at 11:30 AM Package by Bidders k) Online financial e-Bid opening date & 24.08.2016 at 3.30 PM time (Only of technically qualified bidders) l) Venue of opening of technical & e-Suvidha Head Office, Conference Hall, financial e-Bids Near Gomti Barrage, Gomti Nagar, Lucknow-226010 m) Contact officer Sri Mohan Thakur, State Coordinator, e-Suvidha, Govt. of UP Phone: +91-522-2300733, Cell: +9194150 28591, Fax : +91-522-2300733 n) e-Bid tender document processing/cost `10,000.00 (Rupees Ten Thousand Only) (Non-refundable) o) e-Bid Security/EMD `10.00 Lacs (Rupees Ten Lacs Only)
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1. Bidders are advised to study the tender Document carefully. Bidders are also advised to peruse the Executive Summary Form/Criterion for Technical Bids Evaluation – Annexure - 11 and accordingly upload the requisite appropriate documents and information in support of their e-Bids for proper appraisal of the RFP. Submission of e-Bid against this tender shall be deemed to have been done after careful study and examination of the procedures, terms and conditions of the tender Document with full understanding of its implications.
2. The e-Bid prepared in accordance with the procedures enumerated in ITB Clause 17 of Section-J should be submitted through e-Procurement website http://etender.up.nic.in.
3. The bidders need to submit the proof/cost of e-Bid document/processing as stated in the above table deposited in Cash in the e-Suvidha's office or through Demand Draft or Banker‟s Cheque in favour of e-Suvidha-expense account, Govt. of U.P, payable at Lucknow. The scanned copy of the Cash Deposit Receipt or Demand Draft or Banker‟s Cheque must be uploaded along with the e-Bids but the original Demand Draft or Banker‟s Cheque should reach the office of e-Suvidha, Govt. of UP at Lucknow before opening of technical e-Bid. No Interest would be payable on e-Bid Security (Earnest Money) deposited with e-Suvidha, Govt. of UP.
5. Bidders must quote all the services in the technical e-Bid and in the price schedule/BOQ of financial e-Bid. The e-Bid not containing the rates for all the services in technical and financial e-Bid would be liable for rejection.
6. All e-Bid must be accompanied by e-Bid Security/EMD in the form of Demand Draft/Banker's Cheque, drawn in favour of e-Suvidha-expense account, Govt. of U.P. The scanned copy of the e-Bid Security/EMD must be enclosed along with the e-Bid and the original should reach the office of e-Suvidha, Govt. of UP, at Lucknow before opening of technical e-Bids. No Interest would be payable on e-Bid Security/EMD deposited with e-Suvidha, Govt. of UP.
7. The e-Bids will be electronically opened in the presence of bidder‟s representatives, who choose to attend at the venue, date and time mentioned in the above table. An authority letter of bidders‟ representative will be required to be produced.
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8. The e-Suvidha, Govt. of UP, reserves the right to cancel any or all the Bids/annul the Bid process without assigning any reason thereof. The decision of the State Coordinator/Project Director, e-Suvidha, Govt. of UP, will be final and binding.
9. In the event of date specified for Pre-bid conference, e-Bids opening being declared a holiday for e-Suvidha‟s office then the due date for opening of Pre-Bid Conference, e-Bids shall be the following working day at the appointed time and place.
10. All the required documents including Price Schedule/BOQ should be uploaded by the e-Bidder electronically in the PDF/XLS format. The required electronic documents for each document label of Technical (Fee details, Qualification details, e-Bid Form and Technical Specification details etc.) schedules/packets can be clubbed together to make single different files for each label.
11. The companies/firms who are registered at e-Procurement portal for e-tendering with UP Government nodal agency M/s U.P. Electronics Corporation Ltd. (UPLC), 10, Ashok Marg, Lucknow (UP) would only be eligible for participating in this e-tender. All companies/firms who have not registered themselves with UPLC for e-tendering so far, can get their registration done by depositing the filled-in Form issued by UPLC along with registration fee for participating in this e-tender. The companies/firms, who are not having digital signature, can also get their digital signature fee along with dully filled-in digital signature form and its supporting documents. The companies/firms may contact their officials on phone numbers +91-522-2286808 & +91-522- 4130303 for their Registration/Digital Signature Certificate related queries.
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SECTION: A
A.1 THE e-Suvidha TECHNOLOGY
The provisions of integrated services are being achieved through the use of Three-tier technology. The application server acts as a bridge between the database of the selected departments located in different parts of the city and the common citizen at the counter at the strategic locations of the ICSC.
A.2 IMPLEMENTATION MODEL
Fundamental to the successful implementation of the project and more so for its sustained running is the revenue stream for meeting the costs of the procurement of hardware, software architecture, networking and cost of operations (including recurring) may be on distinct lines of a transaction-based service charge.
A.3 SCOPE OF WORK COVERED BY THE RFP
e-Suvidha on behalf of Department of IT & Electronics, Government of Uttar Pradesh, invites proposal from Citizen Service Provider (CSP), who will replace the earlier CSP, under the following terms & conditions:-
A.3.1 The New Service Provider shall take over all the scope of works, responsibilities, as that of previous CSP. A.3.2 The Service Provider shall replace the previous Service Provider and continue to operate with existing e-Suvidha Centres at Lucknow and other districts of the State, back-end Server activities of e-Suvidha‟s Data Centre. A.3.3 The Existing Solution model of the e-Suvidha will remain as it is. A.3.4 The CSP will also require designing the architecture of the software with latest technology for approval of the e-Suvidha, Govt. of UP, in case, CSP desire to change/amend the existing architecture of the solution for e-Suvidha concept. A.3.5 A Performance bank Guarantee (PBG) of Rs. 1.0 Crore (Rupees One Crore only) and Asset bank Guarantee (ABG) of Rs. 1.0 Crore (Rupees One Crore only) would be required to be submitted by Service Provider within 15 days of the order to the successful bidder, in accordance to the aforesaid document and notification of award shall only be
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issued once PBG and ABG is physically received at and by e-Suvidha, Govt. of UP. The CSP shall submit the additional `10.00 Lacs PBG & additional `10.00 Lacs ABG for specified district such as such as Agra, Aligarh, Allahabad, Bareilly, Ghaziabad, Gorakhpur, Jhansi, Kanpur, Loni, Meerut, Moradabad, Noida, Saharanpur, Varanasi and additional `5.00 Lacs PBG & additional `5.00 Lacs ABG for district other than above specified, thus totalling to presently 34 districts of UP. Such a bank guarantees (PBG & ABG and additional PBG & ABG) will be reviewed every six months for any enhancement. A.3.6 Any other BG required for interfacing the other service department in e-Suvidha concept. A.3.7 Upon award of contract, the CSP shall be required to maintain, upgrade, install/replenish the required hardware, software and other equipment within the time frame indicated in the bid document and maintains the same to achieve the required up-time during entire contract period. Running expenses viz., electricity, consumable items, communication charges etc., will also be borne by the CSP. A.3.8 The CSP would provide staff and manpower to man the counters at the ICSC‟s for G2C, G2B and G2G transactions. A.3.9 The Government of Uttar Pradesh reserve the right to exercise their option at the end of contract period to take over all the assets at nominal value indicated in the bid document or extend the terms for a further period of mutually agreed terms. A.3.10 The CSP would be responsible for timely execution of the project and maintaining the required up-time of all the systems to ensure provision of quality services to the citizens through all the ICSCs. A.3.11The contract shall be awarded to the Service Provider having sound technical background, experience and having technically qualified and with its financial bid on L-1 basis. A.3.12 The Asset Transfer Value clause shall be applicable to Service Provider. A.3.13 The Service Provider will be free to appoint new manpower and/or amend/replace/add the terms & conditions to the existing manpower deputed for e-Suvidha Project according to the Minimum wages Act, Uttar Pradesh, for payment of salaries. In case of modification in the minimum wages act, the same has to be adhered to by the Service Provider.
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A.3.14 The Service Provider will also be responsible to execute all the previous and forthcoming decisions of the executive committee of e-Suvidha. A.3.15 The Service Provider will not be authorised to appoint any Franchisee for execution of any works without the written permission of e-Suvidha, Govt. of UP. A.3.16 All new services/new centres/appointments/Software Modifications will be done by the Service Provider. A.3.17 The Service Provider shall be responsible to develop web site for e-Suvidha/e-Suvidha‟s Portal [CMS based mobile compliant (responsive)] , its expenses and further recurring charges will be borne by Service Provider. A.3.18 The Service Provider shall be free to seek approval of e-Suvidha to add any Payment Gateway on e-Suvidha‟s portal as per the Security/RBI norms. A.3.19 The Service Provider shall be free to seek approval of e-Suvidha to introduce any Front End model like adaptation from Intranet to Internet Design/Introducing Hand held Device /Touch Screen Kiosks /Man free kiosks/Mobile Vehicle/Mobile Technology/e-Suvidha application etc. at any Point of Time, subject to getting prior written approval from e-Suvidha, Govt. of UP. A.3.20 e-Suvidha‟s operators will do transactions as usual on e-Suvidha‟s Server. A.3.21The Service Provider will be responsible for all expenditures i.e. Taxes/Statuary Payments etc for the e-Suvidha Project, be it any particular Centre from the date of Take Over of the particular Centre. A.3.22 All shift wise/day wise transaction amount Collected in e-Suvidha centres will be handed over to the partner Bank, in the same manner as constituted presently. A.3.23 The Service Provider will take over all the existing e-Suvidha‟s Centres. All e-Suvidha‟s Centres will be managed by the Service Provider only. A.3.24The Service Provider shall be responsible for regular disbursement of salary and dues of the man-power deputed by them for e-Suvidha Project on stipulated day of the month. A.3.25The Service Provider shall be responsible for all the ICSC in terms of maintenance of building, infrastructure, records, inventories etc. A.3.26The Service Provider shall clear and provide the details of all the dues (i.e salary of employees as per salary day, connectivity/bandwidth payment, security bill payment, all miscellaneous payments etc.) paid by 10th day of the next month and submit such dues
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paid receipt certificate along with and latest by 15th day of the next month of transaction bill placed to e-Suvidha, Govt. of UP. Non-compliance of this clause shall be considered as Breach of Contract. As a consequence the performance bank guarantee and additional PBG can be invoked; A.3.27 The payment to Service Provider will be released on back-to-back arrangement within 20 days of the receipt of payments from the participating State and Central Government and Semi-Government departments and other Agencies. A.3.28 Procurement/replenishment and installation of hardware, system software, Anti virus, Printers, UPS, Generator etc. required for existing ICSCs and Data Centre and also setting up new ICSCs. A.3.29 Networking the different ICSCs and the backend servers of the associated departments and Agencies. A.3.30 Undertake the Cabling works for Data, UPS & AC equipment‟s. A.3.31 Implementation of the solution. A.3.32 Training of the project personnel in running of the applications. A.3.33 Maintenance of the systems on turnkey basis for entire Project including the Spares required for the Hardware and Networking items, supply of consumables, stationery and media, and any other material essential to provide the services; and meeting the cost of electricity, telecommunication, housekeeping, Watch and Wards (security) for 24 Hrs., consumables and connectivity charges for the entire contract period. Any other taxes/charges levied by any statutory body on e-Suvidha collection centres would also be borne by Service Provider. A.3.34 Integration of the applications relating to various departments and agencies as specified in the document and future applications of like nature, to be specified by the State Coordinator/ Project Director, e-Suvidha, Govt. of UP, to provide more citizen services using the same systems. A.3.35 Provision of B2C services can be added to the e-Suvidha system only with the prior written permission of e-Suvidha, where security of e-Suvidha is not compromised. A revenue sharing arrangement with e-Suvidha will be implemented in respect of the user charges/transaction charges levied for B2C transactions. e-Suvidha may require the
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service provider to host the B2C architecture and database on separate application server, web server and database server, in the overall interest of e-Suvidha project. A.3.36 Ensuring that the response-times in accessing the servers and provision of counter services shall be as specified in bid document at all times. A.3.37 Extension of the services to more ICSC that the Government may decide to open during the currency of the contract. A.3.38 Maintain the house keeping for the ICSC Centres and Data Centre. After handing over the ICSC Centres and Data Centre to the Service Provider, the Service Provider would also be responsible for the maintenance of interior and exterior décor of these centres, including the minor civil repairs work, due to normal wear and tear. A.3.39 The cost of insurance cover for the ICSCs and Data Centre etc. would be borne by the CSP. A.3.40 The fidelity insurance coverage for all the manpower deployed for e-Suvidha Project and cash handling insurance coverage at the Counters would be taken by CSP. The cost of fidelity cover insurance and cash handling insurance coverage would be borne by CSP and it will be in the name of e-Suvidha, Govt. of UP.
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A.4 ECONOMIC VIABILITY OF e-Suvidha PROJECT
The economic viability of the project is based on three distinct streams of revenue i.e.,
(i) A transaction-based service charge on the Government-Citizen transaction (G2C) as fixed through this bid. (ii) A transaction-based service charge on the Citizen-Business (B2C) transaction to be fixed through mutually acceptable norms. (iii) Revenue through advertisement.
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A.5 DELIVERY, INSTALLATION & PROVISION OF SERVICES: TIME FRAME
Bidder shall maintain the existing Infrastructure to provide services to citizens within next day of the date of signing of the contract or handing over the site to the New CSP whichever is later. Bidder shall maintain, upgrade, procure, provide and install the complete systems, developing new concepts and enhancing Architecture to meet the demand of current services and new services being added from time to time.
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SECTION: B
B.1 SUBMISSION OF e-BID
The Bid Submission module of e-Procurement website http://etender.up.nic.in enables the bidders to submit the e-Bid online in response to this e-tender published by the e-Suvidha. Bid Submission can be done only from the Bid Submission start date and time till the Bid Submission end date and time given in the e-tender. Bidders should start the Bid Submission process well in advance so that they can submit their e-Bid in time. The bidders should submit their e-Bid considering the server time displayed in the e-Procurement website. This server time is the time by which the e-Bid submission activity will be allowed till the permissible time on the last/end date of submission indicated in the e-tender schedule. Once the e-Bid submission date and time is over, the bidders cannot submit their e-Bid. For delay in submission of e-Bid due to any reasons, the bidders shall only be held responsible and no representation will be entertained in this regard.
B.2 UTILISATION OF EXISTING ASSETS OF e-SUVIDHA
As per the existing contract, all the assets of e-Suvidha stands transferred to the New Service provider. These assets on „as is where is‟ condition will be available for free of charge to selected Service Provider during the entire contract period. The New Service Provider shall be required to furnish an Assets Bank Guarantee of `1.00 Crore (Rupees One Crore only) (in addition to Performance Bank Guarantee) as a Security for the existing assets of e-Suvidha.
Similarly New Service Provider can also use existing e-Suvidha application software and other software free of charge during the contract period.
Presently 60 ICSC‟s and 01 Data Centre on „as is where is‟ condition will be available to selected New Service Provider during the entire contract period.
B.3 OBJECTIVES OF e-SUVIDHA PROJECT
The following is the set of Broad Objectives proposed for e-Suvidha Project.
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a. The vision of e-Suvidha is to eventually bring all the G2C, G2B and B2C services within its ambit so as to obviate the need for citizens and business people to visit the Government offices except for specialized and complex services. b. To provide G2C/B2C services in a convenient and efficient manner through all e x i s t i n g e-Suvidha Centers in existing 17 districts and new Centres added from time to time in respective and in further presently 17 more districts (total of presently 34 Districts) of Uttar Pradesh. c. To scale up the operations to cover majority of G2C/B2C services throughout the existing 17 districts and in further presently 17 more districts (total of presently 34 Districts) of Uttar Pradesh. d. To enhance the accountability, transparency and responsiveness to citizen‟s needs. e. To provide cost-effective methods of service provision to the departments and agencies. f. To provide efficient and real-time MIS reports to the departments. g. To manage the service provision through partnership with a collective of Service Providers, to be selected through a competitive bidding process. h. To ensure speed and certainty of providing the services through enforcement of a Service Level Agreement with the selected Partner. i. To enable the Government Departments and agencies to focus on their core functions and responsibilities by freeing them from the routine operations like collection of revenues and accounting, issuing of certificates etc. and thereby enhance the overall productivity of the administrative machinery.
B.4 EXPECTED OUTCOMES OF THE e-SUVIDHA PROJECT
Given that considerable public and private resources will go into the establishment of e-Suvidha Project, it is essential to lay down a set of expected outcomes that would be witnessed and experienced after the launch of the Projects. These outcomes in broad terms are:
a. The citizens should get all services available electronically at e-Suvidha, initially from 08.00 AM to 08.00 PM on regular days and from 08.00 AM to 10.00 PM on last four days of a month, on two-shift basis on all days including Sundays and holidays (7 days in a
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week), except National holidays but without any relation to the jurisdiction of a particular office of a particular departments or agency. b. The citizens should get jurisdiction free bouquet of services of Government and Private sector under a single roof. c. Citizens should be able to see the Government as a single service provider, through one- stop facilities. d. Citizens should feel that Government services would be accessible equally to one and all, irrespective of one‟s social or economic status. e. The quality of service should be in accordance to the best practices in the industry for Citizen Services. f. It should be possible to strictly enforce Citizen‟s Charters in respect of quality, efficiency and responsiveness in the provision of services. g. Single window integration of all selected services at 2/3/7/10 counters at all ICSC of Lucknow and 2/3/4 counters other 33 districts to provide any service at any counter and in any location. h. A Service Oriented Approach will be adopted by all the partners in the implementation of e-Suvidha Projects namely, GoUP Departments and Service Provider to be selected through the current bid process. i. All e-Suvidha Service centers accept all forms of payments including e-Payment/Net Banking.
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SECTION C
C REQUIREMENT OF THE SOLUTION e-Suvidha Project requires components such as Civil Architecture, Hardware Supply, Maintenance, Software Development, System Integration, Networking, Establishing the Communication Backbone & User friendly application software development skills and the ability to seamlessly integrate open standard technologies for providing a reliable interface to various Government Department.
C.1 ARCHITECTURE OF THE SOLUTION
It is proposed to maintain the existing INTRANET for current districts of the state and to build an INTRANET for new districts of the state, to provide current services and new services being added from time to time to the citizens of existing 17 districts and in further initially 17 more districts (total of initially 34 Districts) of Uttar Pradesh and should be designed to cater to easy scalability, replicability, cost-effectiveness and the future extendibility to Web based solution. The provisions of integrated services may be achieved through the use of Three-tier/n-tier web enabled technology. The bidder will make arrangements for total solution based package comprising of maintaining, up- gradation, Changing, Developing new concepts and enhancing existing hardware, software and connectivity for ICSCs and e-Suvidha Data Centre to participating departments/agencies for the deployment, Customization and successful implementation of the e-Suvidha Application.
The architecture of the solution should be based on open, inter-operable standards, scalable and shall not be based on any proprietary systems or packages. More specifically, the operating systems, the systems software and RDBMS packages, the networking operating systems, the protocols shall conform to open standards. The architecture should be proven to be highly scalable and capable of delivering high-performance in varied field conditions.
The architecture should be able to interface with the existing applications of various participating departments/agencies for the citizen services, with marginal customization where required i.e. the user-interface in respect of each application/service shall be identical, as defined by the respective department or agency, for all modes of access be at the ICSC counters or future adaptation from Intranet to Internet Design/Introducing Hand held Device/Touch Screen Kiosks/Man free
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kiosks/Mobile Technology/Net banking/e-Suvidha application etc at any Point of Time, subject to getting prior written approval from e-Suvidha, Govt. of UP.
C.2 APPLICATION SOFTWARE
The bidders shall maintain the existing software used for operations for e-Suvidha Project till the upgraded and enhanced software is ready for use. e-Suvidha concept is based on transaction-based operation incorporating some of the web technologies, it is required that the solution to be implemented should be broader in scope i.e. it should be based on latest state-of-the-art technology and practices such as e-commerce and the user interfaces shall be uniform to the extent practicable.
The bidders shall adopt the structures of the databases of the respective participating departments and agencies of the Government. No basic change can be made in any of the databases of the participating departments/agencies to accommodate particular demands necessitated by the architecture chosen by a bidder. In exceptional cases, e-Suvidha, Department of IT&E, Government of Uttar Pradesh in consultation with the participating department may consider adopting and modifying marginally its processes and information organization to suit the solution. The application software shall produce the output reports, receipts, certificates as prescribed by the respective department/agency. Prospective bidders can obtain the standard list of outputs from the State Coordinator/Project Director, e-Suvidha, Govt. of UP, for this purpose.
The Application Software must be independent of Operating System, Browser and Database and its Protocols must be compatible to INTERNET for data transfer and other requirements in future if any arises.
The bidder shall carry out the modification of software as required from time to time, depending upon the amendments made by the Government to laws, rules and procedures in connection with the administration of these services during the entire contract period of the Project. The design features of the software should be, to this extent, based on master codes and follow the best principles of Software Engineering.
The Service Provider will have the responsibility to provide the services to the citizen in ISCII and UNICODE standard (multi-lingual mode i.e., initially in English and later in Hindi after customization
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of the technology within six months and other regional language as directed by the e-Suvidha. Application and System Software support shall provide all IPR for any Software developed or supplied for the project.
The software solution shall provide for the facility of the networking across all the ICSCs for all utility payments i.e. a citizen should be able to avail the services at any counter of the ICSC established across the city irrespective of the place of residence. The software solution shall be capable of handling all categories of electronic payment in future i.e. through Internet, Credit card, Debit card, Automatic Teller Machine (ATM), Mobile Commerce and Any Time payment (ATP) Machines etc.
The bidder should develop the application software for future additional services apart from specified in this document in the G2C areas. Addition of any such application or services in future should not degrade the performance of the systems. If any augmentation in configuration is needed to meet the performance, the Service Provider shall install the same.
The bidder must follow IT industry recognized coding and documentation standards Viz., UML or IEEE or ISO or CMM including the standards notified by IT& Electronics Department, Government of Uttar Pradesh. Individual company standards that are not audited will be rejected.
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SECTION: D
D. SERVICE FOCUS OF e-SUVIDHA PROJECT
D.1 SERVICE FOCUS OF e-SUVIDHA PROJECT e-Suvidha is to be operated and maintained with a very high degree of focus on quality of service delivery. The payments to the Service provider for the services delivered to the citizens will be directly linked to quality of service delivered.
D.2. SERVICES TO BE COVERED
The details of citizen services proposed to be covered in the ICSC centers are given below:
(a) ALL THE EXISTING SERVICES LISTED AND OTHER SERVICES LISTED AT ANNEXURE-4 AND MANY MORE WILL BE COVERED AT ALL THE PROPOSED ICSCs. (b) In addition to the above, the following services shall be covered at all the ICSCs (i) Receipt of complaints or requests in connection with citizen services. (ii) Printing of forms, tenders etc. (iii) Downloading of forms and Government Orders (GOs). (iv) Filing of application on web. (v) Other services will also be included as and when the departments are ready with the centralized database. (c) The Service Provider is free to develop and extend other services to the citizens at the ICSCs in an area earmarked for this purpose. Such services could be in the following areas: (i) Banking (ii) Insurance (iii) Healthcare (iv) Education (v) Other services to be taken up after prior approval from the State Coordinator/Project Director, e-Suvidha, Govt. of UP.
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(vi) The Service Provider shall provide such citizen services only during the official working hours of ICSCs and without detriment or disturbance to the G2C Services being offered at the ICSCs. (d) For any new Service integration depending upon the scope of the integration shall worked out mutually based on the potential of the services in terms of number of transactions. (e) The Service Provider will be permitted to install additional counters on which he can provide additional private services useful to the citizens. An extent of 01 counter will be provided at each service center in which the Service Provider shall take prior approval of the State Coordinator/Project Director, e-Suvidha, Govt. of UP, on the nature of each service proposed to provide. (f) The Service Provider shall have the responsibility to provide the services to citizen in bilingual mode i.e., English and Hindi. Application and System Software support shall provide all IPR for any Software developed or supplied for the project.
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SECTION: E
E. ROLES AND RESPONSIBILITIES
A clear definition of the roles and responsibilities of all the Partners in a PPP model, brings transparency, accountability, manageability and efficiency in any project. The following are the roles and responsibilities of e-Suvidha Society, constituted under Department of IT & Electronics, Govt. of UP, the Participating Departments and the selected Service Provider.
E.1 RESPONSIBILITIES OF e-SUVIDHA, DEPARTMENT OF IT & ELECTRONICS, GOVT. OF UP.
As Owner of the Project, the role of e-Suvidha, DoIT&E, GoUP, in the successful implementation of e-Suvidha Project includes discharging the following responsibilities:
E.1.1 Ensuring active participation of all the participating departments to the extent possible, in the e-Suvidha project on non-exclusive basis. E.1.2 Selection and identification of locations for the operations of e-Suvidha Centres and more locations in future as may be needed to establish more e-Suvidha Centres, to cope up with increasing volumes of transactions. Typically, e-Suvidha, DoIT&E, GoUP or participating departments will provide built up bare space for use free of charge along with counter furniture and chairs for visiting citizens. E.1.3 Issuance of Government Orders whenever required on policy issues like a. Providing services through electronic service centers. b. Acceptance of payments through the Service Centres and their accounting. c. Contracting GoI and other agencies to secure the permission for them to join the e-Suvidha Project. d. Affecting a tie-up with a Bank or financial institution to handle all the transactions. E.1.4 Effecting a Memorandum of Understanding (MoU) with the participating departments for facilitating their services to be provided to the citizens and commercial terms and conditions thereof. E.1.5 To ensure a close coordination with all the participating departments. E.1.6 to secure permissions required for providing the e-Suvidha Centre system with access to the databases of the participating departments as needed, in consultation with the participating
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departments. (The responsibility of network will be that of the selected Citizen Service Provider). E.1.7 Permit the selected Citizen Service Provider to collect the utility bills payments from the consumer pertaining to various participating departments through different modes of payment such as Cash, local Cheque, Banker‟s Cheque, Demand Draft (all A/c payees to e-Suvidha), Credit card, Debit Card and e-Payment/Net banking on their behalf from the consumer at e-Suvidha Centers and e-Suvidha kiosks. E.1.8 e-Suvidha (in consultation with participating departments) reserves the right to decide the date of commencement of e-payments for utility bills after taking security issues into account. E.1.9 Releasing back-to-back payments towards the transaction charges to Service Provider. E.1.10 Ensuing provision of quality service to Citizens. In case of any default, levying penalties on the Service Provider for default. E.1.11 Review of MIS reports and functioning of e-Suvidha project for taking corrective steps to meet the objectives of the project. E.1.12 Collecting the total transaction charges (cumulative per transaction charge plus service tax etc) from the participating departments. E,1,13 Identification of New Services along with Service Provider to be introduced in the e-Suvidha project. E.1.14 Co-ordination with participating departments in securing fast track clearances for connectivity between the Data Centre of e-Suvidha and backend department on the one hand and the Data Centre and the Service Centres of e-Suvidha on the other hand. E.1.15 Over all supervision of e-Suvidha functioning. E.1.16 Ensuring that the Service Provider should be responsive to the needs of the citizens and putting in place appropriate grievance lodging and redressal mechanisms for this purpose. E.1.17 To ensure that the departments participating in e-Suvidha complies with their responsibilities.
E.2 RESPONSIBILITIES OF ASSOCIATED DEPARTMENTS
E.2.1 Participating departments/agencies shall take proactive steps to computerize, to the extent possible, their respective department services by deploying suitable applications and maintaining the databases on a real-time basis. The purity/correctness of the data is the sole responsibility of the participating departments.
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E.2.2 Participating departments/agencies should enter into a MoU with the e-Suvidha to ensure that all the parties to MoU discharge their responsibilities in an accountable manner, particularly in relation to the maintenances of databases, backend applications and security systems to support the requirements of the front-end delivery systems to be set up under the e-Suvidha project. E.2.3 Service Provider shall procure and undertake the maintenances of intermediate server, if any, so desires by the Participating Department. Service Provider shall be responsible to maintain connectivity up to Router level only. After Router responsibility to maintain hardware will be of the Department/Agency concerned. E.2.4 The departments shall ensure that its servers are up and running during the period when the counters are scheduled to operate or as per the timing agreed between participating and the Service Provider and e-Suvidha. E.2.5 The participating departments will co-ordinate with the selected Service Provider for the development of e-Suvidha application software for provision of services to the citizens through the e-Suvidha systems, including the following: a. Providing the details of functional requirement to CSP, enabling them to develop the business logic & data structure accordingly, in relation to the G2C services. b. Providing required access to the database (s) of the departments. c. Explaining the functional requirement of MIS expected from the e-Suvidha Project. d. Specifying the mode of connectivity to the departmental server (s) where their database(s) is stored. e. Sizing and scaling up the departments servers and/or tuning their application software to: i. Meet the demand of the e-Suvidha service counters to comply with the quality standards. ii. Ensure that the central server infrastructure of the department is made accessible for integration with the e-Suvidha system and that these servers are capable of supporting the transaction volumes that arise in e-Suvidha Service Centre, including the capacity to handle the peak hour traffic on a peak day. f. The participating departments and agencies will take all such security measures including setting up firewalls, IDS and procedures as are required as per IT Security policy of GoUP to prevent unauthorized access of their databases and systems.
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g. Shall make timely payments on a monthly basis for the total transaction charges (cumulative per transaction charge plus service tax etc.) to e-Suvidha. h. The participating departments and agencies shall define any one of Nationalized/Scheduled Bank Account where their collected funds (Cash & Instruments), constituted as Day 1, will be electronically transferred from e-Suvidha Account to designated Account of the participating department/agency.
E.3 RESPONSIBILITIES OF BANKING PARTNER
E.3.1 The Banking partner would perform the tasks of collection, aggregation, accounting, deposition and transfer of money from the Citizen Service Centres to separate and individual e-Suvidha‟s accounts belonging respective department on the same day to the designated departmental accounts as per the specified days arrangement. E.3.2 The Banking partner is responsible for collecting the money received from the citizens via cash, cheque, DD at the Citizen Service Centres after the end of shifts. One shift ends at 2:00 pm in the afternoon and other ends at 8:00 pm or 10.00 pm (last 4 days of month) in the evening. Collection would be done twice a day at the end of each shift for all the Centres. E.3.3 All payments received on Day 1 needs to be collected /deposited on the same day by 8:00 pm at the bank. The Banking partner will have to collect money and other financial instruments from each of the e-Suvidha Centres. E.3.4 The Service Provider will take all responsibility for the money collected in the e-Suvidha centre until the point the same is collected by the partner bank. The Banking partner will take cash in transit insurance equivalent to the daily collection from the e-Suvidha Centres and fidelity insurance of their deputed custodian/driver of the vehicles.
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E.4 RESPONSIBILITIES OF SERVICE PROVIDER
e-Suvidha Project is implemented on a business model based on which a transaction-based Service Charge is payable to the Service Provider on a monthly basis. The Bidders should note that e-Suvidha Project is NOT a Works Project or Supplies Project but is a Service Delivery Project. The following are roles and responsibilities of the Selected Service Provider to be selected for the e-Suvidha Project:
E.4.1 SCOPE OF WORK: OPERATIONS
E.4.1.1. TRANSITION MANAGEMENT
The handover of ownership of the existing Infrastructure to the new Service Provider would comprise of handover of e-Suvidha Centres with a walkthrough about the facilities available at the e-Suvidha Centres. All the handover activities would be supervised by e -Suvidha and facilitated by the previous Service Provider. The responsibility of the new Service Provider is to ensure that all details have been received before exit of the previous Service Provider.
All the equipment handed over by the previous Service Provider should be in working condition. After handover of the physical infrastructure, the maintenance of the physical and IT infrastructure is the responsibility of the New Service Provider.
E.4.1.2 NON IT INFRASTRUCTURE
Non IT Infrastructure refers to the physical infrastructure and includes the following: a. Counters / Workstations for operators to serve Citizens b. Chairs for operators and citizens c. Locker for operators to store personal belongings d. Safe vault for storage of cash on requirement e. Electrical Connection f. Water facility g. Toilet facility h. Any other miscellaneous etc.
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1. In the current setup, all the above facilities are setup by GoUP for every e-Suvidha Centre (be it GoUP owned or rented by Service Provider and established by GoUP) and handed over to the Service Provider. For rented premises, the Service Provider enters into an agreement with the building owner and the rent & other recurring expenses will be paid by Service Provider. 2. The same arrangement as above will continue for the new Service Provider but for Franchisee owned and Franchisee operated, setting up of the Non IT Infrastructure is the sole responsibility of the new Service Provider. The look and feel of the new and Franchisee operated models is to be the same as that of existing e-Suvidha Centres.
3. Procurement – Procurement (If any) and setting up of Non IT Infrastructure for GoUP owned Centres is the responsibility of e-Suvidha/Participating Department. Procurement of Non IT Infrastructure for Franchisee owned Centres is the responsibility of the Franchisee owner/ Service Provider.
4. Maintenance of the Service Centres – Maintenance of the Citizen Service Centres, after handover, is the responsibility of the Service Provider. Regular pest control, painting and cleaning activities should be undertaken by the Service Provider.
5. Power Backup – Currently all the e-Suvidha Centres have power backup facility. The required hardware and power backup facility for Electric Bill deposition at the existing e-Suvidha Centres at Lucknow and other districts of the State, are being owned and provided by Energy Department and not to be upgraded by Service Provider. The required hardware and power backup facility (for all other bills/services interface) at the existing and new e-Suvidha Centres at Lucknow and other districts of the State, shall be the sole responsibility of the selected Service Provider.
The details of the power backup available in such e-Suvidha Centres at Lucknow are as given below.
5.1 e-Suvidha Head Office Centre and Data Centre (01 Centre with 2-12 counters) - 20 KVA online UPS, 12V/65Ah x 32 number of Sealed Lead Acid Batteries. 5.2 e-Suvidha Centre (02 Centres with 2-8 counters) – 10 KVA online UPS, 12V/40Ah x 16 number of Sealed Lead Acid Batteries. 5.3 e-Suvidha Centre (02 Centres with 2-8 counters) – 5 KVA online UPS, 12V/26Ah
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x 16 number of Sealed Lead Acid Batteries. 5.4 e-Suvidha Centre (01 Centre with 2-4 counters) – 3 KVA online UPS, 12V/26Ah x 8 number of Sealed Lead Acid Batteries. 5.5 e-Suvidha Centre (25 Centres with 2 counters) – 3KVA online UPS, 12V/7Ah x 8 number of Sealed Lead Acid Batteries. 5.6 e-Suvidha Centre (05 Centres with 2 counters) – 1KVA online UPS, 12V/7Ah x 3 number of Sealed Lead Acid Batteries.
Similarly all the e-Suvidha Centres (for all other bills/services interface) at other districts have to be provided with required hardware and power backup by the Service Provider.
E.4.1.3 IT INFRASTRUCTURE
The e-Suvidha Centres facilitate electronic delivery of services to the Citizens. The overall IT infrastructure available at the e-Suvidha Centres facilitates the provisioning and distribution of services. Following IT Infrastructure is available at the e-Suvidha Centres and e-Suvidha Data Centre:-
E.4.1.3.1 ELECTRIC BILLS – R-APDRP SETUP OF ENERGY DEPARTMENT
Both the e-Suvidha Centre at Lucknow and other districts of the State for Electric Bills Application are hosted in the RAPDRP Data Center situated at UPPCL Head Quarter at Shakti Bhawan, Lucknow.
1. UPPCL has provided 02 billing counters hardware and its peripherals, network equipments etc. at each e-Suvidha Centres of Lucknow and other districts of the State and connected with 2 Mbps dedicated internet lines to their data centre‟s Server under R-APDRP Scheme. 2. UPPCL would recover on the pro-rate basis or actual contractual bandwidth charges of their billing Counters, pre-printed stationary, printer ribbon/cartridge under R-APDRP Scheme from the e-Suvidha through its Service Provider. 3. The annual maintenances of these setups, are currently and shall be undertaken by UPPCL at their own cost.
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4. The billing stationary and ribbons for the Printers, for their 02 billing Counters also at each Centre under R-APDRP Scheme, thus handed over to e-Suvidha, will be provided by e-Suvidha through its Service Provider. 5. UPPCL shall take proactive steps to computerize, to the extent possible, their department services by deploying suitable applications and maintaining their databases on a real-time basis. 6. The purity/correctness of the Electric data is the sole responsibility of the UPPCL.
E.4.1.3.2 OTHER BILLS/SERVICES SETUP
The selected Service Provider should utilize, maintain, upgrade, replace, procure for additional requirement, install and provide the equipment‟s as per RFP and as per requirement, at the time of installation of the new Hardware for e-Suvidha Centre and e-Suvidha Data Centre to suit the architecture.
E.4.2 MAINTENANCE OF ARCHITECTURE OF THE TOTAL SOLUTION PACKAGE
Maintaining, Changing, Developing new concepts and enhancing Architecture to meet the demand of current services and new services being added from time to time.
1. The integrated services be provided through the use of three-tier/n-tier web enabled technology. 2. To build an INTRANET to provide municipal/specific services to the citizens and should be designed to cater to easy scalability, replicability, cost-effectiveness and the future extendibility to Web based Solution. 3. The solution should be based on open, inter-operable standards, scalable and shall not be based on any proprietary systems or packages i.e. the operating systems, the systems software and RDBMS packages, the networking operating systems, the protocols shall conform to open standards. 4. The architecture should be proven to be highly scalable and capable of delivering high- performance in varied field conditions. 5. The architecture should be able to interface with the existing applications of various participating departments/agencies for the citizen services, with marginal customization where required i.e. the user-interface in respect of each application/service shall be identical, as defined by the respective department or agency, for all modes of access be at the e-Suvidha Centres or future
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adaptation from Intranet to Internet Design/Introducing Hand held Device/Touch Screen Kiosks/Man free kiosks/Mobile Technology/e-Suvidha application etc. at any Point of Time, subject to getting prior written approval from e-Suvidha, Govt. of UP.
E.4.3 SCOPE OF WORK: SOFTWARE
E.4.3.1 TRANSITION MANAGEMENT
The handover of ownership of the existing Application (source code, documentation and access) to the new CSP would comprise of handover of updated documents (SRS, Technical specifications, Design, Test report, Audit report, process related documents etc.), required authentications, all system details, code walkthrough and hands on for a period of one week. All these activities would be supervised by e-Suvidha and facilitated by the previous CSP. The responsibility of the new CSP is to ensure that all details have been received before exit of the previous CSP.
E.4.3.2 AS-IS
The e-Suvidha application is the backbone of the entire e-Suvidha setup. The current e-Suvidha application is built on the following.
Application details e-Suvidha Centres Framework Visual Studio Dot Net 2003 Database SQL Server Enterprise 2000 OS Windows Server 2003 Database Server, Application Server, Domain Server Server, Biztalk Server 2004 Tools VM Ware
E.4.3.3 CURRENT DEPLOYMENT OF e-SUVIDHA e-Suvidha Data Centre has 0 4 Servers (namely Database, Application and Biztalk, all these 03 Servers are integrated in VM Ware configuration and 4th is Domain Server, which is separately hosted in the same Data Centre.
The selected Service Provider shall maintain the existing hardware and software used for operations for e -Suvidha Project till the upgraded hardware and enhanced software is ready for use. The
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upgraded and enhanced software system is to encompass all the features of the existing software system and adhere to all the software standards and should be scalable to include any of the services to be made available to the citizens through the e-Suvidha Centres.
The CSP shall maintain, changing, developing new modules and enhancing Application software to meet the demand of current services and new services being added from time to time. Maintenance and upgrading of other software like OS, Database, Antivirus Security software etc from time to time to meet the requirement of security and quality of service.
E.4.3.4 SERVICE ORIENTED ARCHITECTURE (SOA)
1. The concept should be based on transaction-based operation incorporating ultimately web technologies. 2. The solution to be implemented should be broader in scope i.e. it should be based on latest state- of-the-art technology and practices such as e-commerce and the user interfaces shall be uniform to the extent practicable. 3. The Solution conforms to the application development and integration methodology based on a Service Oriented Architecture (SOA) and the integration methodology is to be based on XML and Web services technologies. The e-Suvidha application is developed in an orchestrated sequence of messaging, routing, processing and transformation events capable of processing the rich (XML) documents. 4. The solution is architected to ensure that current and new applications from participating departments are seamlessly integrated into existing application architecture with minimal impact and changes. The Application solution is integrated with applications across various departments consisting of heterogeneous platforms and databases (for eg. Integration of the application with the relevant databases, applications of the LNN, BSNL, JALKAL and others) through an application integration solution using SQL and ultimately XML. 5. UPPCL Application solution has been separately and dedicatedly connected to their database. 6. Information is represented as metadata in standard XML format and transaction is done with participating Departments in a secure fashion. 7. The solution is architected and designed to work both in a synchronous and asynchronous manner. Primarily the application is designed to operate from a Data Centre.
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8. The Service Provider shall design, development, testing and installation of a secure, scalable Application Software system for e-Suvidha Project, adopting open, interoperable standards. 9. The Service Provider shall adopt the structures of the databases of the respective participating departments and agencies of the Central/State Government. No basic change can be made in any of the databases of the participating departments/agencies to accommodate particular demands necessitated by the architecture chosen by the Service Provider. In exceptional cases, e-Suvidha, DoIT&E, Govt. of UP, in consultation with the participating department, may consider adopting and modifying marginally its processes and information organization to suit the solution. 10. The application software shall produce the output reports, receipts and certificates as prescribed by the respective department/agency. 11. The Application Software must be independent of Operating System, Browser and Database and its Protocols must be compatible to INTERNET for data transfer and other requirements in future if any arises. 12. The design features of the software should be, to this extent, based on master codes and follow the best principles of Software Engineering. 13. Application and System Software support shall provide all Intellectual Property Right (IPR) for any Software developed or supplied for the project, to e-Suvidha. 14. The software solution shall provide for the facility of the networking across all the e-Suvidha Centres for all utility payments i.e. a citizen should be able to avail the services at any counter of the e-Suvidha Centres established across the city irrespective of place of residence. 15. The software solution shall be capable of handling all categories of electronic payment in future i.e. through Internet, Credit card or debit card, Automatic Teller Machine (ATM) and Any Time payment (ATP) Machines etc. 16. The Service Provider shall develop the application software for future additional services apart from specified services in the Government to Citizen (G2C) areas. Addition of any such application or services in future should not degrade the performance of the systems. If any augmentation in configuration is needed to meet the performance, the Service Provider shall install the same. In relation to the G2C Services, it shall be the responsibility of the CSP to get the details of functional requirement from the participating department and develop the business logic & data structure accordingly.
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17. The Service Provider must follow IT industry recognized coding and documentation standards Viz., UML or IEEE or ISO or CMM including the standards notified by the DoIT&E, Govt. of UP. Individual company standards that are not audited will be rejected.
E.4.4 MAINTENANCE OF SECURITY OF THE SYSTEM AND DATA COMPONENT
The Service Provider shall be responsible to procure, install and ensure the Security of the System and Data Component, including the following but at the same time not limited to;
1. The software solution shall contain all latest security features. Firewalls using the latest features to protect and secure the databases used by the proposed system, data in transit etc. Loss of data or its integrity due to lack of security measures in the Server, placed at Data Centre of e-Suvidha, will be the responsibility of the Service Provider and in such cases it is the responsibility of the Service Provider to take suitable action and the Service Provider shall bear the cost of rectification as well as updation cost. 2. The security systems must commensurate to the transaction and the overall sensitivity of the database and its contents. The security architecture must commensurate with the overall security policy guidelines of the Government of India, IT Act. 3. All encrypted data used in the e-Suvidha Project system must adhere to latest encryption standards. 4. The Service Provider shall maintain a log of the transactions at each center in a database. 5. This apart the system must incorporate a comprehensive footprint audit trail system. 6. Access Controls shall be provided to ensure the following but at the same time not limited to; 6.1 Access Control shall be provided to ensure that the departmental databases are not tampered/altered/modified/deleted, except updating the records as part of the transaction with a citizen. Periodic surprise checks will be conducted by the e-Suvidha to ensure the security and reliability of the system. 6.2 All the technical people associated with the e-Suvidha Data Centre shall be allotted passwords to monitor any modifications to the database, application software and changes to the departmental master data. 6.3 The counter operators shall be allotted login user-ID and password to fix up accountability for transactions carried out from a counter.
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6.4 Arrangements shall be made to prevent any unauthorized access to Servers, hardware and the network equipment. 6.5 While the Service Provider is responsible for the functioning and maintenance of the e-Suvidha Centres, the backend databases will be owned and maintained by the departments themselves. Government will be the owner of all data transactions in any form kept at the centers either in electronic form or physical form such as paper etc. 6.6 It is the responsibility of the Service Provider to ensure the transaction reliability, integrity, confidentiality and completeness. 6.7 The e-Suvidha shall not be responsible for any loss of cash/cheque/other mode of payments receipts, for any reason what so ever, collected at the ICSC and the payments to the participating departments shall not be affected, in value of time, due to such loss at the ICSC. 6.8 A review meeting should be organized by the Service Provider once in a month, to resolve any issues. All operators and concerned revenue officials should attend such meetings. Technical personnel from both the sides should also participate in the meeting.
E.4.5 MAINTENANCE OF HARDWARE, NETWORKING AND ANCILLARY EQUIPMENT
Maintaining, Changing, Upgrading of all components of IT hardware, networking and ancillary equipment to meet the requirements of quality of service.
1. The upgraded hardware to be used by the Service Provider and additionally required new shall be supported with documentary proof and shall be capable of delivering high performance during the currency of the project. A team of technical experts to ensure compliance of this requirement shall inspect the hardware. 2. Since the services are provided using networking between backend and service centers, the solution should incorporate reliable network architecture, communication technology and equipment. Suitable redundancy shall be provided in the communication networks and topology. 3. Network Administration – Network Administration and Management consists the following activities but not limited to; 3.1 Network Security Policy administration. 3.2 Network Traffic analysis and performance tuning.
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3.3 Administering User Ids (Identifications). 3.4 Providing/configuring IP addresses. 3.5 Continuous monitoring and management of network during the working hours of e-Suvidha Centres and restoration of breakdown within prescribed time limits. 4. System Support – Systems Support consists of the following but not limited to; 4.1 Daily Backup of data, information, system logs, database logs etc. 4.2 Installation and reload support for server OS like Win 2003/2007, Office 2007/2010, IE etc. 4.3 Installation and reload support for Server OS like Windows 2000/2003 Server, etc. LINUX, J2EE etc. 4.4 Installation and reload support for application software. 4.5 Rectification of system software problems due to crashing or malfunctioning of the OS; RDBMS or front-end, within the time limits prescribed in the SLA/Agreement. 4.6 Installation of upgrades of system software namely, OS, RDBMS, and front end. 4.7 Guarding the systems against virus infections using the latest anti-virus Tools. 4.8 Configuration and management of Firewall, IDS and IDP. 4.9 Asset Management for Physical and digital security. 4.10 To support and maintain the proprietary applications of different departments on the mutually agreed terms. 5. The system may have to operate in heterogeneous environment where in the backend implementations could vary. The aspect shall be firmly kept in view. 6. EQMS (Electronic Queue Management System) – EQMS (Electronic Queue Management System) is to be integrated with the e-Suvidha application. The system should be transparent and self-operating. EQMS integration into the forms filled in by the counter operator would give e-Suvidha Management the timeline for servicing a particular category of service. This will in turn allow for better provisioning of services and enhancement in application. EQMS is also to have an electronic display (one at each Centre), which would display the token number to be serviced at each of the available counters. An integrated announcement system should also be provisioned by the CSP via which the counter operator would announce the token number to be serviced. The integration of EQMS in the e-Suvidha Application would record the end time automatically once the end of operation is reached (Citizen is serviced). It should also have the
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provision of generating the reports to show the maximum waiting time by any citizen. Few of the citizens would also return back without availing service, the integration would also account for it in terms of non-availability of the token number in the transactions. 7. Provision of Call Communication Facility – The Service Provider shall install telephone/CUG phone in each Centre to attend to daily communication. It should be available for Manager/Accountant to use the telephone for official purpose. The Service Provider shall be responsible for payment of all telephone bills. e-Suvidha Main Centre/Data Centre, shall also consist of the following but not limited to; 7.1 Toll free Number – Citizens would be provided a toll free number which they can use to call for any clarifications, queries or complaints. 7.2 Knowledge Base – It is the responsibility of the Service Provider to maintain a knowledge base on the functions, facilities, location, services, details of the services, including the service charges. 7.3 Call Scripting – All the answers to the questions are to be prewritten and provided to the personnel/supervisor for ease in answering the queries of the citizens. The answer bank needs to be updated constantly based on the new queries received from citizens. 7.4 Tele-calling facility – The availability of fresh/current bill data of various departments and humble reminder call should be conveyed to respective citizen along with the location of the nearest e-Suvidha Centre, where deposition can take place. 7.5 Call Recording – All interactions are recorded and automatically updated in the contact history. e-Suvidha Management, can access these recordings at any time, in order to have a comprehensive understanding of the customer‟s needs, intent, monitor agent performance, ensure quality standards and gather business intelligence. 7.6 Interface to the e-Suvidha Application – Citizens making an online payment for the services, may raise queries on the completion of payment. This scenario arises when the payment successful message does not reach the citizen. In such cases the citizens call and ask for the payment details. Thus the designated personnel/supervisor should have an interface where such information can be checked. 8. Uninterrupted Power Supply (UPS) – The Service Provider shall maintain, upgrade, replace, procure (for additional requirement) and provide on-line Uninterrupted Power Supply (UPS)
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backup at each e-Suvidha Centre to ensure provision of citizen services even when there is a shutdown of power at the e-Suvidha Centres. 8.1 The power backup provided by the current setup (for other bills/Services interface) needs to be upgraded and a minimum power backup of 06 hours (e-Suvidha Main Centre/Data Centre) & 04 hours/02 hours is to be ensured for all e-Suvidha Centres at Lucknow and at other districts. 8.2 The required power backup facility (Exclusively for Electric Bill deposition) of the existing e-Suvidha Centres at Lucknow and other districts is being owned and provided by Energy Department and not to be upgraded by the Service Provider. 9. Generator – The Service Provider shall procure and provide on-line generator backup at e- Suvidha Main Centre/Data Centre of Lucknow and of other districts and at DRS Centre, to ensure provision of citizen services when there is a power break-down. The Service Provider shall maintain the generator in readiness condition throughout the 24 hours working of these Centres. 10. Desktop – All the e-Suvidha Centres are equipped with a desktop at each of the counters and the desktop for other bills/other services needs to be upgraded or procured by the Service Provider. 11. Peripherals – Printer, Scanner, Switches - The e-Suvidha Centres are equipped with required peripherals which are required for providing services to Citizens. The required peripherals are mentioned below: 11.1 Printers (Dot Matrix Printers, Laser printers, Multi-Function Printers/Scanners) are available at the e-Suvidha Centres to provide receipts to Citizens and other related activities. 11.2 Switches – Connectivity to e-Suvidha Data Centre. 11.3 Necessary Stationery – Hard copy of payment receipts/bills to be provided to citizens and Management Information System (MIS) reports has to be generated at each e-Suvidha Centre, for handing over to collecting agency of the Bank and consolidated monthly MIS reports at e-Suvidha Data Centre for sending it to participating departments. The Service Provider shall provide necessary stationery required for this purpose and shall also be responsible for FMS for the entire project. 11.4 The Service Provider shall maintain, upgrade, replace, procure (for additional requirement)
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and provide required Peripherals at each e-Suvidha Centre to ensure services to Citizens. 12. Security– The Service Provider shall be responsible of ensuring security of the e-Suvidha Citizen Service Centres. To accomplish this, the Service Provider at its cost should engage the following activities:
12.1 Shall insure all the personnel deployed for the e-Suvidha Project with fidelity insurance and required cash handling insurance at all the e-Suvidha Centres and shall also take insurance cover for all the IT systems including hardware, software and networks against fire, theft and natural calamities.
12.2 Engage minimum 02 professional security agencies and provide physical security personnel on each shift (s) working at each e-Suvidha Centre and at round-the-clock (24*7) basis on e-Suvidha Main Centre/Data Centre.
12.3 Duty posting of Security Guard (of the security agencies) in any shift (s) is delayed by more than 01 hour, the payment of INR 400/- per day for that shift (s) will be deducted from the bill of current month of CSP, even when alternate (mandatory) guard is posted/arranged for the rest of the period of that shift.
12.4 In case the practice as stated in point 12.3 above, continued for 7 days in a month at any Centre and/or any centre is unattended for 7 days in a month, a penalty Rs. 15000/- will be deducted from the bill of current month of CSP. In case it continued for a period of 30 days at any centre, CSP shall have to change/replace the defaulter Security agency by next 01 month. 13. Utilisation of existing assets of e-Suvidha Project, Lucknow - All the existing assets at e-Suvidha Centers and e-Suvidha Data Centre stands transferred to the selected Service Provider. These assets on „as is where is‟ condition will be available for free of charge, as listed underneath, to selected Service Provider during the entire contract period. Presently 60 ICSC‟s and 01 Data Centre on „as is where is‟ condition will be available to selected New Service Provider during the entire contract period. The selected Service Provider shall be required to furnish Assets Bank Guarantee of `1.00 Crore (Rupees One Crore only) (in addition to Performance Bank Guarantee) as a Security for the existing assets of e-Suvidha.
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SN Fixed Asset Description Qty. DELL make I3 , 3.4 Ghz Processor,4 GB Ram,500gb SATA HDD with 9 DVD Drive, without FDD 1 Counter PC & HP make I3 , 2.9 Ghz Processor,2 GB Ram,500gb SATA HDD with 2 others DVD Drive, without FDD P IV PC , 3.0 Ghz processor, 80 Gb SATA HDD 256MB DDR 128 RAM, without FDD & CD Drive along with its accessories HP LASERJET M1136 MFP 21 HP LASERJET M1020 16 2. Printers TVS Proton 80 column DMP 115
TVS MSP 345, 132 column DMP 4 TVS MSP 355, 132 column DMP 2 DELL make 15” TFT along with its accessories. 9 HP make 15” TFT along with its accessories. 2 15” CRT along with its accessories 90 3. Monitor 17” TFT along with its accessories 25 17” VIEWSONIC TFT along with its accessories 2 17‟ BENQ TFT along with its accessories 1 4. Token System Reception, Token Printer FB25GIAA400041 1 5. Fax Sharp UX-B700 Inkjet Fax machine 6 MODEM RAD 8 6. Modem Tellabs Modem 30 DELL POWER EDGE 2950 1
7. Server HP PROLIANT 350 3 HP PROLIANT DL 380 2 TECHROUTERS TR1710 26 Cisco 3745 router 1 Cisco 1723 router 2 Cisco 1700 router 2 8. Router Router 2660 (BD COM) 1 Cisco 1721 router 2 Cisco 2640 router 3 Cisco 1600 Router 30 KVM SWITCH 1 Cisco 2950 Switch 3 Cisco 3550 Switch 1 9. Switch BD COM 24 Port Switch 2 Net gear 24 Port Switch 2 Switch 30
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10. FIREWALL FIREWALL Sonic wall 0006B13090B8 1 Rack 42 U 2 11. Rack HCL Rack 4 U 6 HITA make 1 KVA UPS 7AH 12VOLT (3 Bty.) 5 12. Off-line UPS HITA make 3 KVA UPS 7AH 12VOLT (8 Bty.) 25 HITA make 5 KVA UPS 26 AH 12VOLT (16 Bty.) 2 HITA make 10 KVA UPS 40 AH 12VOLT (16 Bty.) 2 13. On-line UPS HITA make 20 KVA UPS 65 AH 12VOLT (32 Bty.) 1 14 Fire extinguisher Cease Fire Safety System 13 15. Beetel Plan 1+1 2 Telephone Telephone equipment CUG Telephone (Basic and Mobile) 16 Chairs Godrej Make CH1004 Operator Chairs 114 17 Waiting Chair Waiting Chair (3 Seater) 70 18 AC 1.5 tons Window AC Equipment 30 Equipment 1.5 tons Split AC Equipment 19 As per Annexure – 5 20. As per Annexure – 6 Existing 21. As per Annexure – 7 Infrastructure 22. As per Annexure – 8 Assets 23. As per Annexure – 9 24. As per Annexure – 9 A
13.1 The selected Service Provider should utilize, maintain or upgrade, procure, install and provide the equipment‟s as listed above, at the time of installation of the new Hardware for ICSC and e-Suvidha Data Centre to suit the architecture. 14. Procurement of new hardware or replacement of existing hardware from time to time to meet the demand of newer services added from time to time or existing services to meet the quality of service or to set up new e-Suvidha Centres from time to time. 15. Connectivity 15.1 Presently the e-Suvidha Centres are connected to the Data Center via a MLLN leased circuit backup ISDN circuit and broadband for internet connection. In case of failure of Broadband connection, Data card is available for ensuring connectivity. 15.2 Providing required hardware and connectivity of adequate bandwidth from e-Suvidha data centre up to Department server/LAN (Min. 512 Kbps to 2 Mbps or expandable bandwidth format) and e-Suvidha data centre up to e-Suvidha Centre (ICSC)/LAN (Min. 256 Kbps or
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expandable bandwidth format) through Leased Line, Wi Max, OFC, VSAT or any other suitable technology along with back up connectivity of most suitable and economical technology. Redundant Data card connections are to be provisioned in each e-Suvidha Centre to ensure connectivity at all times and avoid inconvenience to citizens. 15.3 The charges for these connectivity lines etc. including hardware cost shall be the responsibility of the Service Provider. 16. Protecting IT infrastructure and Data from Virus attack, Unauthorized access/ modification/deletion of data, Service Provider shall be responsible for any loss or damaged suffered by e-Suvidha, Departments/agencies or Citizen due to such cases, etc. 17. Service Provider shall be responsible for payment of all running expenses like (but not limited to) Electricity, Water, Sewage, House-keeping, Security, Manpower, Courier, Postage, Telephones and Fax Communication, Connectivity Lines, Payment receipts/Bills, Consumable and Stationary etc. 18. Supply of consumables – Making available all the consumables and any other goods or articles required from time to time for continued functional operations of e-Suvidha Project, which include but not limited to; 18.1 Thermal Paper roll for electronic display Dispensing system. 18.2 Ribbon for Dot Matrix Printers. 18.3 Cartridges for laser printers. 18.4 Ribbon for Card Printers. 18.5 Pre-Printed Computer stationery required for various applications and certificates. 18.6 Tape Cartridges for backup. 18.7 Plain paper, files folders and other stationery articles. 18.8 Receipts and acknowledgements to be issued to citizens. 18.9 The stationery used for all statutory certificates shall be security paper, to prevent duplication. 18.10 All the printed stationery of e-Suvidha Project shall carry the logo as designed by e-Suvidha. 18.11 If any doubt arises, whether any item or article can be categorized as required for functional operations or not, or with regard to the quantities used, the decision of the e- Suvidha shall be final.
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The Service Provider shall maintain an inventory adequate for one month‟s operation at each e-Suvidha Centres. 19. Manpower Deployment requirements 19.1 The manpower shall be deployed by the Service Provider at all the Service Centers, in terms of the agreement to be signed with e-Suvidha, Govt. of UP for e-Suvidha Project in Lucknow and other 33 districts of the State of UP. 19.2 The Service Provider shall appoint Operation Executives/Zonal Head/Circle Leaders/Work supervisor for supervising e-Suvidha Centres and for handling of accounts/cash and safe transfer of Financial Instruments and cash to designated bank on centre-wise, shift-wise, on daily basis. 19.3 The Service Provider shall appoint Account Executive to manage and to keep the accounts respectively up to date of all e-Suvidha Centres. 19.4 The Biometric attendance of all personnel deployed at e-Suvidha Main Centre/Data Centre and logging id attendance of counter operators and other Centre personnel shall be maintained by the Service Provider. 19.5 The Service Provider shall be responsible for any loss or mishandling of cash by any Counter Operator. 19.6 The Service Provider will maintain adequate leave reserve. 19.7 The Service Provider shall provide operators such that they will be able to run the counter for 6 hours continuously. 19.8 The Service Provider shall be responsible for payment of statutory contributions such as Insurance, ESI, PPF etc. to be payable by the employer. 19.9 Any change in personnel has to be approved by the State Coordinator/Project Director, e-Suvidha, Govt. of UP. The Service Provider has to inform on the change of resource and also suggest a replacement. e-Suvidha reserves the right to conduct an interview before accepting the proposed resource change. 19.10 While deploying personnel, the Service Provider should be adhering to the Minimum wages Act, Uttar Pradesh, for payment of salaries. In case of modification in the minimum wages act, the same has to be adhered to by the Service Provider. 19.11 Personnel deployed by the Service Provider for the e-Suvidha Project should not
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seek employment in Government based on their deployment. 19.12 The details on the requirement for each position are available in Form T-4. 20. Counter Operators – Deployment of trained counter operators to e-Suvidha counters, including the leave reserve and peak hour requirements. 20.1 The Counter Operators selected to run the e-Suvidha Centre should be Graduate in any disciple with knowledge of Hindi and English. They should have basic knowledge of computers operations. 20.2 The experienced Counter Operators will be given preference in the recruitment/placement. 20.3 The newly recruited Counter Operators will be deployed in the e-Suvidha Centres only after appropriate training on the Operations. This implies that the Service Provider will need to have a pool of trained and experienced operators. 20.4 Service Provider shall be responsible for providing required manpower for counter operation including training, supervision and control over Counter operators. 20.5 The Service Provider shall be responsible for making all the statutory payments for the e-Suvidha Centre counter operators as per the existing Minimum wages Act of GoUP. The Service Provider shall increase the wages as and when revised by GoUP. 20.6 The Service Provider should provide proper identity cards displaced through ribbon hanging on the chest of each counter operator and should also provide an apron dully approved by e-Suvidha to each counter operator during their working hours. 20.7 The Service Provider shall be responsible to impart training of the e-Suvidha personnel from time to time with prescribed schedule submitted by Service Provider and dully approved by e-Suvidha to make them acquire proficiency of the package such deployed and in running of the applications. 20.8 The Service Provider shall also be responsible for re-training the counter operators whenever changes are made in the software. 20.9 The number of counter operators to be trained will be arrived at through the following formula, which takes care of two-shift working and twenty five percent (25%) reserve. Number of Operators = (Number of Counters) * 2.5*2 21. Operation and maintenances of e-Suvidha Main Centre/Data Centre, to be placed at prime location at other districts of the State and at Lucknow presently located Near Gomti Barrage,
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Gomti Nagar, Lucknow, for housing the e-Suvidha application. Data Centre must be up-graded from time to time to meet the transaction load of e-Suvidha Project. 22. The Service Provider shall establish Disaster Recovery Site on approved location within 6 months of signing of Agreement and upgrade it from time to time to meet the transaction load of e-Suvidha. Later DRS must be shifted to State Data Centre. 23. Service Provider shall carry out painting of presently 07 ear-marked e-Suvidha Centres and 01 e-Suvidha Main Centre/Data Centre within 3 months of signing of Agreement and repaint when ever required to maintain good look and feel. 24. Service Provider shall maintain and provide e-Suvidha Glow Sign Boards/Neon Board/LED Boards and Services Charter Boards at all e-Suvidha Centres and e-Suvidha Main Centre/Data Centre within 3 months of signing of Agreement and replace/maintain when ever required to present good look and feel. 25. Maintain/Repairs/Replace the furniture in good condition during the entire contract period. 26. Maintain/Replace/Provide of Electrical fittings, Tubes Lights, LED Bulbs, CFL, Fans, AC etc, during the entire contract period. 27. To provide and maintenances of Portal for providing e-Suvidha services and information services though internet. Service Provider must upgrade portal hardware, software and internet bandwidth (Min. 512 Kbps or expandable bandwidth format) from time to time to meet the expectations of Citizens. 28. System Security – The e-Suvidha Project System is highly secure, considering that it is intended to handle sensitive applications relating to citizen services. The overarching security implementations are described below. 28.1 The application and database security is integrated with platform security. 28.2 The solution provides for maintaining an audit trail of all the transactions. 28.3 The security services used to protect the information infrastructure include: Identification, Authentication, Access Control, Administration and Audit and support for industry standard protocols. 28.4 The solution provides Single-Sign-On features with password encryption using standard protocol and capability to enforce changing the passwords at system-defined intervals. 28.5 The solution handles errors due to communication failure, hardware failure etc. and rolls back the changes maintaining the transaction consistency.
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28.6 The solution ensures guaranteed once only delivery, message routing, queuing and load balancing features and optimize both data-level and process-level integration. Specific capabilities of such a solution include robust and secure messaging infrastructure, graphical data transformation capability, automated business process integration (both internal and cross-enterprise), workflow management, and powerful business-to-business transaction capability. 28.7 Security design provides for a well-designed identity management system, security of physical and digital assets, data and network security, backup and recovery and disaster recovery system. 28.8 The Service Provider has to conform to ISO compliances at the Data Centre, DRS and e-Suvidha Centres within 12 months of signing of Agreement. The responsibility of contracting certifying auditors and compensation to them for regular audit will be the responsibility of Service Provider. Security audit shall be done every 12 months. Auditor selection shall be got approved from e-Suvidha, Govt. of UP. 29. Collection of money in the form of cash, cheques, DD, Debit Cards and Credit cards from the citizens at the e-Suvidha centres, accounting for the same and remitting it to the designated bank on centre-wise, shift-wise, on daily basis strictly in accordance with the procedure laid down from time to time. Non-compliance of this sub-clause shall be considered as Breach of Contract. As a consequence the assets created by the Service Provider can be forfeited or/and performance bank guarantee and additional PBG can be invoked; 30. The Service Provider will be responsible for making good, any loss on account of misappropriation, damage, accident, fire accident, loss, theft, temporary misappropriation, fake currency notes/instruments or short collection or remittances by the operators or any other members of staff deployed by the Service Provider. 31. Provision of staff for housekeeping, Cleaning of e-Suvidha Main Centre/Data Centre premises should be done on continuous basis during the entire counter period and should be done at the beginning of each shift at all the e-Suvidha Centres. 32. Provision of safe drinking water for customers. 33. The Service Provider shall clear and provide the details of all the dues (i.e. salary of employees as per salary day, connectivity/bandwidth payment, security bill payment, all miscellaneous payments etc.) paid by 10th day of the next month and submit such dues paid receipt certificate
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along with and latest by 15th day of the next month of transaction bill placed to e-Suvidha, Govt. of UP. Non-compliance of this clause shall be considered as Breach of Contract. As a consequence the performance bank guarantee (PBG) & asset bank guarantee (ABG) and additional PBG & ABG can be invoked; 34. Provision for Help Desk for customers and for issue of Tokens. 35. Daily Reconciliation of payments made through Credit Cards with Payment gateway reports and appropriate action in case of discrepancy to safe guard the receipt of funds. The Service Provider will be solely responsible for making good, any loss on account of short remittance by the Payment Gateway. Effective overall coordination with all the participating Departments/agencies to achieve successful delivery of services. 36. Popularizing e-Suvidha Project through media plan for attracting the attention of citizens. 37. Popularizing and creating awareness among citizens to switch to e-Suvidha centre and to internet based services. 38. Identification and implementation of newer G2C and B2C Services as approved by e-Suvidha, Govt. of UP. 39. The Service Provider shall be responsible to maintain, procure and provide the required Hardware, System Software, Antivirus, Printers, Uninterrupted Power Supply (UPS), Generator etcetera and all other equipment for setting up Data Centre and specified number of e-Suvidha Centres and its maintenance during entire contract period for providing „Single Window All Utility Services‟ to the common citizen initially from 08.00 AM to 08.00 PM on regular days and from 08.00 AM to 10.00 PM on last four days of a month, on two-shift basis on all days including Sundays and holidays (7 days in a week), except National holidays but without any relation to the jurisdiction of a particular office of a particular departments or agency. 40. The Service Provider shall be responsible to install the required Hardware or any other equipment of very high quality and should be new and be of standard brands. The hardware equipment, software and any other system installed should get the approval of the e-Suvidha before the test run is declared to have been satisfactorily completed. The Service Provider shall replace immediately the hardware equipment or software, found to be of inferior quality or does not suit the requirements. 41. The Service Provider shall be responsible to upgrade, procure and install a firewall and also have an Enterprise-Network Management System in place so that the network is monitored and
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maintained for intrusions, optimal bandwidth utilization and optimal performance of the application server, database server, web application server and load balancing. 42. The Service Provider shall be responsible to recruit full-time technical team (headed by IT head, database administrator, network administrator, software team or any other technical staffs, as enumerated in Form T-4 of this RFP) required at their expense and maintain the system up during entire contract period. They shall be deputed to the data center to monitor and maintain the databases and application servers. And develop and install Web based application as per the requirement of the Project as directed by e-Suvidha. 43. The Service Provider shall be responsible to maintain and set up 2/3/7/10 computerized counters at required number of e-Suvidha Centres (depending upon the requirements and as decided by e-Suvidha) on Single window integration of all selected services to provide any service at any counter and in any location. Depending on the workload, e-Suvidha may require the Service Provider to put additional Centres and additional counters and the cost of additional hardware and software shall be paid by Service Provider. All the assets would be transferred to GoUP after expiry of the contract period. 44. The Service Provider shall be responsible to maintain, procure and install the Networking and Data cabling of the e-Suvidha Centres/Data Centre, connecting to the backend servers of the associated departments and agencies. Since the services are provided using networking between backend and service centers, the solution should incorporate reliable network architecture, communication technology and equipment. Suitable redundancy shall be provided in the communication networks and topology. 45. The Service Provider shall be responsible to maintain, procure and install the Raw Electrical Load connections required for existing and new e-Suvidha Centres and Data Centre also and undertake its Cabling works etcetera for Data, Uninterrupted Power Supply and Air Conditioner equipment. 46. The Service Provider shall be responsible to maintain, procure and install Cable laying for network for installing computers, providing electrical fittings of all types and accessories required for interior and exteriors, fax, printers and Xerox machine, electronic equipment, electrical earthing and electricity conditioning equipment like Uninterrupted Power Supply/CVT. The Service Provider shall furnish a design of cable network required for all the aforesaid equipments in consultation with e-Suvidha.
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47. The Service Provider shall be responsible to provide any other electrical/electronic works required at e-Suvidha Main Centre/Data Centre and at e-Suvidha Centres depending upon the requirement of e-Suvidha. 48. The Service Provider shall be responsible to maintain the systems on turn-key basis including the Spares required for the Hardware and Networking items, supply of consumables, stationery and media and any other material required essentially to provide the Services. 49. The Service Provider shall be responsible to provide, procure and install the Security alarms and fire extinguishers at all e-Suvidha Centres. 50. The Service Provider shall be responsible to ensure that the response-times in accessing the servers at Data Centre and provision of counter services shall be as specified in this Contract at all times. 51. The Service Provider shall be responsible to extend the services to more e-Suvidha centers that the Government may decide to open during the currency of the contract. 52. The Service Provider shall be responsible to maintain, upgrade, provide systems and related accessories, fax, telephones, laser printers etc., to the personnel manning the back office of the e-Suvidha. The back office management headed by the Project Director and the State Coordinator and supporting staff is administratively responsible for smooth functioning of e-Suvidha and also responsible for liasioning, up-gradation of utility interface and other multiple activities with the departments. 53. The Service Provider shall be responsible to maintain and provide one system and related accessories and required licensed OEM software such as Tally, MS Office, Anti-virus etc. for each to the staffs as enumerated in Form T-4 of this for smooth functioning of the e-Suvidha Centres. 54. The Service Provider shall be responsible to develop a Module for verifying the daily collections of fund belonging to various department/agencies, preparing the consolidated account statement for the day and all the days collections in a month, center-wise, day-wise and department wise, reconciling the transactions at each e-Suvidha centre with respective department from time to time and to transfer indent of the fund to bank to RTGS/NEFT/Account transfer of the collected fund to respective account of the concerning department/agency and a program for centralized verification and reconciliation by e-Suvidha and preparing accounts for the service charges
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receivable by them. No onwards payment shall be released to the Service Provider for any pending reconciliation accounts. 55. The Service Provider shall be responsible to develop, install and maintain Interactive Voice Response System (IVRS) services at each e-Suvidha Centre, which give information to citizens about different services and the dues to be paid by the citizen for different type of tax or utility, in addition to manual facility arrangement in this respect. 56. The Service Provider shall be responsible to provide the services to the citizen in International Standard Code for Information Interchange (ISCII) and UNICODE standard (i.e. multi-lingual mode) initially in English and later in Hindi after customization of the technology or within 6 months whichever is earlier, and other regional language as necessitated and directed by e-Suvidha. 57. The Service Provider shall be responsible to post suitably trained personnel at its cost for running the services Government to Citizen (G2C), Government to Government (G2G) and Government to Business (G2B) on all counters at each e-Suvidha Centres. 58. The Service Provider shall be responsible to carry out the modification of software as required from time to time, depending upon the amendments made by the Government to laws, rules and procedures in connection with the administration of services during entire contract period. 59. The Service Provider shall furnish the Performance Bank Guarantee initially of a value of `1.00 Crore (Rupees One Crore only) which shall be reviewed bi-annually. In case of enhancement in the cumulative number of transactions or the increase in the cost of assets created for this project, the value of performance guarantee and additional PBG shall be enhanced by Service Provider. The quantum of value of enhancement in asset bank guarantee shall be determined by e-Suvidha. The Service Provider shall furnish the Performance Bank Guarantee and additional PBG and any increase over and above the minimum amount within 15 days of such review. Non-compliance of this sub-clause by Service Provider shall be considered as Breach of Contract. 60. The Service Provider shall furnish the Asset Bank Guarantee (ABG) initially of a value of `1.00 Crore (Rupees One Crore only) which shall be reviewed bi-annually. In case of enhancement in the increase in the cost of assets created for this project, the value of asset guarantee shall be enhanced by Service Provider. The quantum of value of enhancement in asset bank guarantee shall be determined by e-Suvidha. The Service Provider shall furnish the Asset Bank Guarantee
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over and above the minimum amount within 15 days of such review. Non-compliance of this sub-clause by Service Provider shall be considered as Breach of Contract. 61. The Service Provider shall create proportionate infrastructure Assets (as depicted in Form T-6) of the tune of `1.00 Crore (Rupees One Crore only) every year during the entire contract period. 62. The e-Suvidha, Department of IT&E, Government of Uttar Pradesh, clarifies that it does not guarantee the number of transactions from the date of commencement of public transactions at the ICSCs. 63. The transaction cost agreed upon (refer form F-1) would be uniform throughout the contract period. 64. It is for the bidder to make an assessment of the demand for the services and base his financial and commercial calculations accordingly. Approximate data of last 5 Financial Year are depicted at sub-clause 1.2.1, page 12 of RFP above for existing 17 districts, as ready references. 65. The Service Provider shall be responsible to execute any other works entrusted by the e-Suvidha, DoIT&E, Govt. of UP that are related to the scopes of the e-Suvidha Project. 66. Performance Levels In Terms of Availability of System Component: The Service Provider shall be responsible to ensure the Performance Levels In Terms of Availability of System Component of the Total Solution Package. Since the Citizen services cannot be stopped during specified service hours, the solution should consider reliability, redundancy in hardware configuration and fail safe design. No data loss is permitted and any recovery procedures should take into consideration this factor. To measure the uptime and downtime the following procedure will be adopted 66.1 Uptime 1. The overall minimum uptime shall be 99% for the Citizen Service Centre. 2. The uptime shall be computed as per the following formula. (i) The working shall be based on 30 / 31 working days per month. (ii) The uptime shall be computed in terms of the available working hours (minus) the hours of downtime using the following formula.
Uptime in terms of actual hours clocked during the month 100 Prescribed working hours in the month
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(iii) The prescribed working hours for the Service Centers will be computed as per the working hours notified for the Service Centers to be open to public. (iv) The actual hours clocked and the prescribed working hours will be cumulated for all the Service Centers for computing the percentage in (ii) above. 66.2 Downtime The e-Suvidha Centre site will be considered to be down in any one or all the following circumstances: (i) When the work at any center is conducted manually on account of problems related to hardware (systems and networking) or system software, application software or physical environmental controls (Power failure or UPS failure etc.) (ii) When the systems at any center fall below the minimum expected configuration (MEC) specified even though the work might be carried on with the available systems. (iii) The MEC specified for e-Suvidha Centre is that “100% of the counters earmarked for handling Citizen transactions shall be fully operational during working hours.” (iv) The Service Provider shall deploy suitable Network Management Software that maintains, inter alia, a log of all the events at all the counters in the e-Suvidha Centres. The down time shall be computed with reference to the analysis of such data, also cross-checked with the data collected, if any, from the e-Suvidha Centres regarding periods of breakdown of counters. 67. Performance Levels In Terms of Turn Around Time of Transactions: The Service Provider shall be responsible to ensure the Performance Levels In Terms of Turn Around Time of Transactions Component of the Total Solution Package. The Service Provider shall maintain optimum performance levels all through the period of operation of e-Suvidha Centres. The optimum levels of performance in terms of time taken for completing each category of transactions are as given below as a reference:
Sl. No Category of Transaction Accessing the Server Time Taken a. Collection of utility/bill charges 15-30 seconds 02 Minute Application of any certificate / license - b. 20 seconds 10-15 Minutes form fill-up, Documents scan & upload Application of Aadhar Card /PAN c. 20 seconds 15-20 Minutes Card/Passport - form fill-up, Documents
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scan & upload d. Issue of any certificate /license 20 seconds 02 Minutes e. Collection of Challan fees 20 seconds 02 Minutes f. Ticketing Service 15-30 seconds 05-10 Minutes g. B2C Services 15-30 seconds 02 Minute
67.1 To enable to achieve high levels of performance, the Service Provider may consult with the e-Suvidha, to prescribe suitable norms on efficiency of the counter operators. 67.2 To achieve the efficiency norms consistently, a scheme of productivity-linked incentives to the counter operators may be run in consultation with the e-Suvidha.
E.5 OTHER ROLES & RESPONSIBILITIES
Roles and responsibilities not specifically defined herein or those that arise in future shall be decided and discharged on mutual agreement among the parties.
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SECTION F
PROJECT MANAGEMENT e-Suvidha Project is a multi-Departmental, multi-locational initiative. Its implementation is complex and can go out of control unless all the stake holders, especially the CSP employs a comprehensive and effective project management methodology. The following requirements are therefore prescribed in this regard:
F.1 WORK PROGRAM
The CSP should design a detailed Project Plan which should include the following components: a. Project Organization and Management Plan. b. Software Development Plan adopting ALM (Application Lifecycle Management) methodology. c. Delivery and Installation Plan for upgraded and enhanced software. d. Testing Plan, Methodology and test results. e. Citizen Relationship Management Plan. f. Training Plan, Methodology and Training Details. g. Change Management Plan. h. Any other relevant items related to the Program Development
F.2 PROGRAM DEVELOPMENT
The CSP shall: a. Manage and monitor project schedules as approved by e-Suvidha. Monitor & review the activities related to development of the solution in tune with the requirements given in the RFP and ensure conformance to e-Governance standards for e-Suvidha project. b. Comply with the quality standards for testing of software, hardware & networks to be laid down by a GoUP approved agency. c. Establish appropriate proactive/reactive reporting mechanism as required by GoUP. d. Submit monthly project progress and status reports to GoUP. e. Design and develop online tools for enabling GoUP and e-Suvidha to monitor the status of the Project.
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F.3 PROGRAM IMPLEMENTATION
The CSP shall: a. Assume overall the responsibility of managing and monitoring the project as per the Time Schedule specified in Section F.5 of the RFP. b. Review implementations at the locations as per the Schedule and report compliance to e- Suvidha. c. Monitor the progress of change management plan and data migration plan as laid out in the agreement in order to enable smooth transition to the new system d. Monitor the progress related to setting up of major project components like setting up of computing infrastructure, networking components etc.
F.4 REPORTS
The CSP shall submit to the e-Suvidha the following reports: a. Monthly progress reports, summarizing: i. results accomplished during the period; ii. cumulative deviations to date from schedule of progress on milestones as specified in Section F.5 of RFP read with the agreed and finalized Project Plan; iii. corrective actions to be taken to return to planned schedule of progress; iv. proposed revisions to planned schedule; v. other issues and outstanding problems, and actions proposed to be taken; b. Interventions which the CSP expects to be made by the e-Suvidha and/or actions to be taken by the e-Suvidha before the next reporting period; c. Inspection and quality assurance reports d. Test results of training. e. Monthly log of service calls and problem resolutions.
F.5 TIME SCHEDULE FOR e-SUVIDHA PROJECT
After the issue of Letter of Intent (LoI) to the Selected Bidder, the process of knowledge transfer and handover of the e-Suvidha Service Centres would be initiated.
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F.5.1 Knowledge Transfer: The knowledge transfer for the new CSP would be based on a mutually accepted plan devised between the e-Suvidha, old CSP and the new CSP.
F.5.2 Handover: Handover of the e-Suvidha Service Centres would be on an incremental basis. The plan is to hand over all Centres within one month period but the scenario would be clear once the actual handover process starts. The handover would be initiated once the LOI is issued to the new CSP and would be based on the exit management plan with the old CSP Handover would be complete once the new CSP agrees on all the existing facilities and equipment of the Centre.
F.5.3 Deployment of operators: Once the handover process for any of the Centres is complete, the new CSP has to deploy operators and begin operations immediately. Payment to the new CSP would be done based on transactions only and not based on the deployment of operators. It has to be ensured that the training for the deployed operators in complete and a certificate /letter has to be provided by the new CSP confirming the same.
F.5.4 Up-gradation and architecture redesigning of existing software
Milestone Time for completion Responsibility Up-gradation and architecture redesigning of existing application FRS & SRS Submission and acceptance T 2 + 1 Months CSP and GoUP SSD Submission and acceptance T 2 + 2 Months CSP and GoUP Designing of prototype and approval T 2 + 3 Months CSP and GoUP Development and testing of upgraded and Citizen Service T 2 + 9 Months redesigned Centre Application and web portal Provider (CSP) Modification of source code after UAT and Citizen Service T 2 + 10 Months acceptance Provider (CSP) Go-live (Deployment) of e-Suvidha Citizen Service T 2 + 11 Months Application and web portal Provider (CSP)
It may be noted that T1 is the event marking the issue of LOI to the successful Bidder, who is also called the CSP. Since this is an ongoing project, the CSP has to commence preparation to onboard
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immediately after the award of Contract. The CSP will be given a maximum time of 7 months (T2 = T1 + 7 months) to complete the study and begin the up-gradation and architecture redesigning activity. It is at the discretion of the CSP to begin the up-gradation and architecture redesigning activity before 7 months. In such a case the timelines and SLA would come into effect based on the start time.
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SECTION G
FRANCHISEE e-Suvidha also proposes to set up franchisee owned e-Suvidha Centres based on, a. Non availability of space or suitable site b. Decision on setting up of franchisee owned Centres is taken by e-Suvidha.
In both the above cases the final decision on setting up of Franchisee owned Centres would be taken by e-Suvidha.
The Franchisee owned Centres would follow the following guidelines for setup and operation:
G.1 FRANCHISEE MODEL
The model of the Franchisee should be a Wallet based/Pre-paid model. The onus on managing this is with the Service Provider. The Service Provider will not be authorized to sub-let or delegate the managing of the franchisee model to any third party; it will be owned and run by the Service Provider only.
G.2 SELECTION OF LOCATION OF FRANCHISEE CENTRE
It is the discretion of e-Suvidha to select the locations where franchisee Centres are to setup. The Service Provider may also forward their request for setting up the Franchisee Centres, which shall only be setup upon a prior approval from e-Suvidha.
G.3 MANAGING THE FRANCHISEE
The entire responsibility of managing the Franchisee Centres and handling the operational issues rests with the Service Provider for the Franchisee Centres, as approved by e-Suvidha.
G.4 SERVICES AVAILABLE IN THE FRANCHISEE e-Suvidha services, as approved by e-Suvidha, would be available in the Franchisee owned Centres.
G.5 REPORTING
Reports have to be submitted by the Service Provider on a day to day basis to e-Suvidha for all the transactions held at Franchisee Owned Centres also.
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G.6 PAYMENT
The Franchisee Centre is to be operated on a wallet based/prepaid model. This means that the Service Provider shall deposit the additional wallet amount with the e-Suvidha to make the transaction through the franchisee owned Centre (s). The payment gateway as decided by e-Suvidha would be used for all the transactions held at Franchisee Owned Centres. The e-Suvidha shall open a separate pooling account for collection of wallet money from each of the Franchisee owned Centres.
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SECTION H
H Service Level Agreement (SLA)
H.1 Centre uptime of over 99% per month
Definition As far as possible, machine uptime will be captured automatically through a software program (Online Monitoring Tool). Zero transactions recorded for an e-Suvidha Centre would also be regarded as Centre downtime. For uptime calculations please refer E.4.5 point 66 Data Capture No. of recorded hours on server logs of uninterrupted Usage of the system by users during business hours. No. of transactions recorded during the day. Measurement Interval/Reporting period Weekly Target Service Level > 99 % Minimum Service Level 95 % Service Level Dependency Power Backup; Upgrades; System Restores; SDC downtime Penalty for breach INR 10,000 per day for each 2/3 shift working centre recording zero transactions. INR 5,000 per day for each 1 shift working centre recording zero transactions Material Breach The CSP will be in material breach in case of occurrence of any incident of the following type a) Centre downtime below 95 % in any month b) Down time for any centre exceeding 12 working hours c) Simultaneous downtime of 33 % or more of the Centres in each city for a period of 6 working hours Stipulated period for mitigating Six months for material breach condition a) material breach conditions Twelve hours for material breach condition b) Six hours for material breach condition c) Remedial performance required for Average uptime of all systems in the e-Suvidha Project should mitigating material breach Condition not go below 95% during the stipulated Period. for non-termination before the end of Incidents involving Material breach conditions or c) should not the stipulated period occur more than once in a six month.
H.2 Placement of required no. of e-Suvidha counter operators as per specifications
Definition Counter operators will have the required qualifications, experience, training and will have qualified the interview. Data Capture Details of operators deployed at the Centres, along with CV‟s
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with required documents and attendance reports Measurement Interval/Reporting Period Weekly Target Service Level 100 % Minimum Service Level 100 % Service Level Dependency Holidays, proper working conditions Penalty for breach INR 150/- per day for shortfall of every operator in the operational counters. Material Breach Non placement of less than 75 % of the required operator strength even after 60 days of the timeline. Stipulated period for mitigating 30 days material breach conditions Remedial performance required for Placement of at least 90 % of the operators within stipulated mitigating material breach conditions period. for non-termination before the end of the stipulated period.
H.3 Placement of required no. of Security Guard (s) at e-Suvidha Centre as per specifications
Definition Security guard will have the relevant experience, training and will have qualified the interview. Data Capture Details of security guard deployed at the Centres through the attendance reports Measurement Interval/Reporting Period Weekly Target Service Level 100 % Minimum Service Level 100 % Service Level Dependency All days including Holidays. Penalty for breach Duty posting of Security Guard in any shift (s) is delayed by more than 01 hour, the payment of INR 400/- per shift will be deducted from the bill of current month of CSP, even when alternate (mandatory) guard is posted/arranged for the rest of the period of that shift. Material Breach In case the above practice as stated in Penalty for breach, continued for 7 days in a month at any Centre and/or any centre is unattended for 7 days in a month, a penalty INR 15000/- will be deducted from the bill of current month of CSP. Stipulated period for mitigating 30 days material breach conditions
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Remedial performance required for Change of Security agency within stipulated period. mitigating material breach conditions for non-termination before the end of the stipulated period.
H.4 Placement of required supervisory manpower for e-Suvidha Project
Definition CSP will place personnel with required qualifications as supervisory manpower. Data Capture Details of supervisory manpower deployed at the Centres, along with resume and attendance reports. Measurement Interval/Reporting period Monthly Target Service Level 100 % Minimum Service Level 95 % Service level dependency - Penalty for breach - INR 20000 per month or part thereof for Project Manager /Operation Manager cum Business Manager/Technical Manager. - INR 10000 per month or part thereof for other supervisory manpower. Material Breach Placement of less than 90% of the staffing as per RFP six months post handing of the letter of intent to the CSP Stipulated period for mitigating 3 months material breach conditions Remedial performance required for Placement of at least 95% of the staff within the stipulated mitigating material breach conditions period. for non-termination before the end of the stipulated period.
H.5 Handling of Cash
Definition Not depositing (handing over with filled in deposit slip) cash and other financial instruments to partner Bank (their authorized pick-up agency) for all transactions of Day 1 by 2.00 pm & after 8.00 pm for any e-Suvidha Centre. Data Capture MIS reports for cash handling and Reports from Banking partner Measurement Interval/Reporting period Weekly Target Service Level No delay in handing over cash to Banking partner (their authorized pick-up agency) even on banking holidays. Minimum Service Level - Service Level Dependency -
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Penalty for breach Interest @ 18 % (as applicable in future) per annum calculated pro rata for delay in handing over cash. Material Breach Delay in cash handover over 2 days for any centre i.e. not handing over of cash even by 11 AM of Day 3 for any e-Suvidha Centre Stipulated period for mitigating As per MSA material breach conditions Remedial performance required for Depositing the cash and reinstating the performance security. mitigating material breach conditions for non-termination before the end of the stipulated period
H.6 Loss of Cheques, drafts of customers
Definition It is the responsibility of the CSP to safeguard Cheques and bank drafts presented by the citizens for bill payment. Data Capture MIS reports, Customer complaints Measurement Interval/Reporting period Weekly Target Service Level No loss of Cheque or draft Minimum Service Level - Service Level Dependency No theft Penalty for breach Rs. 500/- per loss of instrument in addition to Depositing of value of instrument with the utility for which the payment was made. Material Breach Loss of over 0.5 % of financial instruments in year. Stipulated period for mitigating Next 3 months material breach conditions Remedial performance required for Loss of less than 0.1 % of the instruments during the 3 months mitigating material breach conditions stipulated period. for non-termination before the end of the stipulated period
H.7 Adherence to submissions made by Bidder in the Technical bid and not covered under any of the SLA’s above
Definition The partner will have to implement all submissions made in the Technical bid. There shall be a 3 month grace period from the date of the contract for implementation of the submissions. Data Capture Submission reports Measurement Interval/Reporting period Weekly till the completion of submissions. Target Service Level Timely submissions Minimum Service Level -
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Service Level Dependency - Penalty for breach Any penalty decided by the e-Suvidha not exceeding 1% of the monthly transaction charges till at least 75% of the submissions are implemented. Penalty amounting to 0.5% of the transaction charge shall be made till remaining 25% of submissions are implemented. Material Breach Submissions mentioned in the technical bid not implemented fully within 12 months from the date mentioned in the technical bid. Stipulated period for mitigating 6 months. material breach conditions. Remedial performance required for Implement the submissions within the stipulated period. mitigating material breach conditions for non-termination before the end of the stipulated period.
H.8 99.99% accuracy in inputting customer data
Definition In case the citizen comes for a payment for bill (such as handheld slip, handwritten slip, previous bill/digital image etc.) without bar code, it is the responsibility of the operator to accurately type the bill payment particulars. Data Capture MIS reports Measurement Interval/Reporting period Monthly Target Service Level 99.99% Minimum Service Level 99% Service Level Dependency - Penalty for breach Any financial loss to the customer, participating Department arising out of such inaccuracy + INR 100/- per data entry mistake per transaction. Material Breach More than 2% inaccuracy of the transactions in a month Stipulated period for mitigating 3 months material breach conditions Remedial performance required for At least 99.5 % data entry accuracy at the end of 3 month mitigating material breach conditions period. for non-termination before the end of the stipulated period.
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H.9 System Uptime (Application)
Definition Time for which user is able to access the applications, website and other components of the IT solution during the business hours. The system includes any of the hardware, system software, application etc. being up and running. Scheduled downtime for example, backup time, batch processing time, routine maintenance time will not be considered while evaluating the system uptime. However, the CSP will be required to schedule such downtime with prior approval of e-Suvidha. The CSP will plan scheduled downtime outside business hours. In exceptional circumstances, e-Suvidha may allow the CSP to plan scheduled downtime in the business hours. Data Capture No. of recorded hours on server logs of uninterrupted. Usage of the system by users during business hours. Measurement Interval/Reporting period Weekly Target Service Level > 99.9% Minimum Service Level > 99% Service Level Dependency Power Backup; Upgrades; System Restores; SDC downtime Penalty for breach Rs.25000 per day of down time below 99.5% Aggregate uptime Material Breach The Partner will be in material breach in case any incident of the following is achieved a) Application uptime below aggregated for all Centre‟s in a city below 98% b) Application down time for any Centre exceeding 10 working hours in a month. Breach will commence at the end of this 10 hour period. c) Simultaneous downtime of 33% or more of the Centres in any city. Remedial performance required for a) One month for material breach condition a) & b) mitigating material breach conditions b) 7 days for material breach condition c) for non-termination before the end of c) Average application uptime for each Centre should not go the stipulated period. below 98% during the stipulated period. d) For a period of one month after end of the stipulated period cumulative down time for any Centre in a month should not exceed 7 hours. e) For a period of one month after the end of the stipulated period Material breach condition c) should not occur.
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H.10 System uptime for web portal
Definition Time for which the citizens (and later the Department) are able to access the web portal for availing services and downloading MIS reports. Scheduled downtime for example, backup time, routine maintenance time will not be considered while evaluating the system uptime. However, the CSP will be required to schedule such downtime with prior approval of e-Suvidha. Data Capture No. of recorded hours on server logs of uninterrupted. Usage of the system by users. Measurement Interval/Reporting period Monthly Target Service Level 99.9% Minimum Service Level - Service Level Dependency Network Connectivity Penalty for breach INR 25000 per day of down time below 99.5% Aggregate uptime Material Breach < 99% uptime for 3 days Stipulated period for mitigating 2 weeks material breach conditions. Remedial performance required for Web portal uptime of 99% within the stipulated period and one mitigating material breach conditions month after the stipulated period. for non-termination before the end of the stipulated period.
H.11 Call Center: Operator availability
Definition Average availability time of all operators at Call Centre (Sum of minutes for which all Call Center operators are available/Sum of minutes scheduled for availability of all Call Center operators)*100 Sum of minutes scheduled for availability of all operators will be calculated based on working hours as mentioned in the RFP Data Capture Monthly attendance reports specifying the in and out timings. Measurement Interval/Reporting period Monthly Target Service Level 95 % Minimum Service Level - Service Level Dependency - Penalty for breach Rs.5000 for every % point below 95% Material Breach <95% availability in a week
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Stipulated period for mitigating 2 weeks material breach conditions. Remedial performance required for > 95% availability during the stipulated period and one month mitigating material breach conditions after the stipulated period. for non-termination before the end of the stipulated period.
H.12 Requirements gathering & Solution Design
Definition For software up gradation and enhancement, requirement gathering and design needs to be finalized before proceeding with the activity. Data Capture Submission of deliverables (SRS, FRS & SSD) as per the timelines. Measurement Interval/Reporting period As per the schedule available in section F.5.4 of the RFP. Target Service Level On time submission of deliverables Measurement Interval/Reporting As per the schedule available in section E.5.4 of the RFP. period Minimum Service Level - Service Level Dependency - Penalty for breach 0.5% of the average monthly billing amount for the Project After material breach the penalty levied would be 0.7% of the average monthly billing amount for the project. Time considered for the average would be based on the date of issue of work order till the timeline for submission of deliverable. This penalty is applicable separately to all the deliverables as the specified timelines. Material Breach Delay by 1 month Stipulated period for mitigating 1 month material breach conditions Remedial performance required for Submission of deliverable with the Stipulated period for mitigating material breach conditions mitigating material breach conditions. for non-termination before the end of the stipulated period.
H.13 UAT
Definition After completion of development, UAT has to be completed and based on the comments; necessary modifications have to be done. Data Capture Letter for development and testing completion and UAT
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initiation Measurement Interval/Reporting period As per the schedule available in section F.5.4 of the RFP. Target Service Level On time submission of deliverables Minimum Service Level - Service Level Dependency - Penalty for breach 0.3 % of the average monthly billing amount for the project for UAT After material breach the penalty levied would be 0.5 % of the average monthly billing amount for UAT. Time considered for the average would be based on the date of issue of order till the timeline for submission of deliverable. Material Breach Delay by 1 month Stipulated period for mitigating 1 month material breach conditions Remedial performance required for Submission of deliverable with the Stipulated period for mitigating material breach conditions mitigating material breach conditions. for non-termination before the end of the stipulated period.
H.14 Application Deployment (Go-Live)
Definition Successful deployment of the application in Main Data Centre/SDC Data Capture Certificate of successful commissioning Go-live Plan Measurement Interval/Reporting period As per the schedule available in section F.5.4 of the RFP. Target Service Level On time submission of deliverables Minimum Service Level - Service Level Dependency - Penalty for breach 0.5%of the average monthly billing amount for the project After material breach the penalty levied would be 0.7% of the average monthly billing amount for the project. Time considered for the average would be based on the date of issue of order till the timeline for submission of deliverable. Material Breach Delay by 1 month Stipulated period for mitigating 1 month material breach conditions Remedial performance required for Submission of deliverable with the Stipulated period for mitigating material breach conditions mitigating material breach conditions. for non-termination before the end of the stipulated period.
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SECTION I
INVITATION FOR COMPETITIVE BIDDING
The Request for Proposal (This Document) floated by the e-Suvidha, Govt. of UP is to select a Citizen Service Provider for a period of 5 years from the date of issue of Work Order. The Service Provider shall be responsible to maintain, upgrade the existing e-Suvidha Centres and the development/maintenance of e-Suvidha application. The Service Provider shall also provide and procure the Total Solution Based Package comprising of Hardware, Software and Connectivity for Deployment, Customization and Successful Implementation and diversification of Citizen Centric Services/Public Utility Interface for each presently 34 districts of the State.
The intent of this RFP is to invite Proposals from Business Entities (also referred to as “Bidder”), to enable e-Suvidha, Govt. of UP, to select the Service Provider for managing the operations and development/maintenance of software for the e-Suvidha Project.
The Bidders are expected to examine all instructions, forms, terms, project requirements and other information in the RFP. Failure to furnish all information required as mentioned in the RFP or submission of a proposal not substantially responsive to the RFP is every respect will be at the Bidder‟s risk and may result in rejection of the Proposal and forfeiture of Bid Security.
If your firm is interested in participation, please ask the contact person for details or visit our web site www.esuvidha.goup.in.
The bidding documents prepared by e-Suvidha, will be available for free download by interested bidders, from the e-Procurement portal http://etender.up.nic.in of the U.P. Government.
I.1 PROPOSAL INSTRUCTIONS AND CONDITIONS
Proposals must be direct, concise, and complete. All information not directly relevant to this RFP should be omitted. The Tender Scrutiny Committee will evaluate the bidder‟s proposal based on its clarity and the directness of its response to the requirements of the project as outlined in this RFP. The proposal shall be evaluated in 3 Phases (Also called as 3 Cover bid).
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I.2 DOCUMENTS COMPRISING THE BIDDERS' PROPOSAL
The Proposal submitted by the bidder shall comprise the following - a. Proposal covering letter (covering letter is set forth in the later part of this RFP); b. Tender Processing Fee; c. Bid Security (EMD); d. All relevant documents to establish the Eligibility Criteria/pre-qualification Stated in the RFP; e. Technical proposal in the format as specified in later part of this RFP; f. All the Bill of Material and tools & technologies proposed for the project ; g. Financial bid as specified in this RFP; h. A board resolution / Letter of Authority authorizing the bidder to sign/ execute the proposal as a binding document and also to execute all relevant agreements forming part of RFP; i. Any other information that is required to be submitted in the proposal process.
I.3 BID EVALUATION
The e-Suvidha would by and large follow the bidding schedule as given in the following table. The e- Suvidha reserves the right to modify the schedule. However, any changes to the schedule would be prior notified either through a letter or hosted in the website or through email to all agencies.
This is a 3 cover Tender. The bid shall be evaluated as follows
1. Evaluation of Eligibility Criteria also known as Pre-Qualification Criteria. 2. Technical Evaluation. 3. Commercial Evaluation
I.4 PRE-QUALIFICATION CRITERIA
The authorized representatives of the respective organizations may attend the pre-bid conference at their own cost. The purpose of the conference is to provide bidders with information regarding the RFP and the proposed solution requirements, and to provide each bidder with an opportunity to seek clarifications regarding any aspect of the RFP and the Project. Refer to e-Procurement portal of UP Government for change in bid submission date and for addendum/corrigendum to tender documents.
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Pre-Qualification of Bidder
A bidder can bid for independently or jointly with the Partner(s).
(i) The bid partners would be subjected to the following conditions: (a) A Principal Bidder can join hands with a maximum number of two partners to form a consortium. (b) The Principal Bidder would be responsible for the ultimate delivery of the services and be legally accountable to the e-Suvidha, Department of IT&E, Government of Uttar Pradesh. (c) The bid shall disclose full particulars of the partners in the prescribed format. The bid must clearly specify the role and responsibilities of the partners. (ii) The principal bidder should have expertise in Hardware supply, maintenance, networking and system integration. (iii) The principal bidder should have average minimum annual turnover of `25.00 Crores in hardware supply, maintenance, networking, software development and system integration, in the financial years 2012-13, 2013-14 and 2014-2015, and it should not have incurred cash losses during these years and should have adequate general Reserves and Surplus to take care of PBG, additional PBG, ABG and required capital for the project during the entire Contract period. Copies of certified audited financial statements should be provided in support thereof. (iv) The Principal bidder should have successfully executed at least 01 Citizen Centric Services/IT Enabled Services/ Facility Management Services/System Integration/Software Project (valuing to the tune of ` 2.00 Crores)/Help desk support project valuing to the tune of ` 5.00 Crores during last three financial years. (v) The Principal bidder should have successfully executed at least 01 Project for any kind of ICT based Service Delivery through Franchise/Kiosk for any Government organization/PSU‟s during last three financial years. (vi) The Principal bidder should have successfully executed at least 01 web based application software Project for any Government organization/PSU‟s during last three financial years. (vii) The principal bidder should have employed at least 40 I.T. Professionals as on 31.03.2016 and onwards. For this purpose, the term „IT Professional‟ means a person with a graduate
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degree/higher qualification in Information Technology, Computer Science, electronics & communication, MCA from a recognized university/institution employed by the company. (viii) The bidder should submit a bid security i.e., Earnest Money Deposit (EMD) of `10.00 lacs (Rupees Ten Lacs only) in the form of a demand draft or Banker‟s cheque, in favour of e-Suvidha, Govt. of UP, payable at Lucknow. (ix) In case bid is submitted without bid security as mentioned above then the e-Suvidha reserves the right to reject the bid without providing opportunity for any further correspondence to the bidder concerned. (x) The e-bid would have validity period of 180 days from the date of opening of technical bid. (xi) The bid security/EMD of all unsuccessful bidders would be refunded without interest by e-Suvidha within one month from the date of signing of the contract with the successful bidder or upon submission of Performance Guarantee, whichever is earlier. (xii) The successful bidder‟s bid security/EMD will be discharged upon the bidder signing the contract and furnishing the implementation/performance security, additional performance guarantee and asset bank guarantee. (xiii) The bid security/EMD may be forfeited; (a) if a bidder withdraws the Bid during the period of e-Bid validity. (b) does not accept the correction of errors pursuant to ITB Clause 11 page 89; or (c) modifies its e-Bid price during the period of e-Bid validity specified by the bidder on the e-Bid form or (d) In the case of successful bidder, if the bidder fails to; (i) Sign the contract in time, or (ii) Furnish implementation/performance bank guarantee (PBG) of `1.00 Crore (Rupees One Crore only). (iii) Furnish Assets Bank Guarantee (ABG) of `1.00 Crore (Rupees One Crore only). (xiv) The bidder should submit a payment of a non-refundable amount of `10,000.00 (Rupees ten thousand only) as the e-bid document processing/cost in physical form of a demand draft or Banker‟s cheque, in favour of e-Suvidha, Govt. of UP, payable at Lucknow and its scanned copy uploaded with technical bid.
Note: 1. Relevant documents in support of above should be furnished.
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I.5 TECHNICAL PROPOSAL
Bidders should necessarily furnish the technical proposal in the formats given in Annexure 11 of the RFP. The Bidder is expected to understand the RFP in all respects.
During the proposal presentation, the bidder shall propose necessary infrastructure (including software and hardware) in its technical and financial bid required to operationalize the IT solution. The infrastructure proposed by bidder shall address the functional, performance, security, technical and availability requirements as Stated in the RFP. The bidder shall be solely responsible for any financial implications on items not quoted in the proposal and which are required for operationalization of the IT Solution.
I.6 FINANCIAL PROPOSAL i. Unless expressly indicated, the bidder shall not include any technical information regarding services in the financial proposal. Additional information may be submitted to accompany the proposal. While submitting additional information, please mark it as supplemental to the required response. Prices shall be quoted entirely in Indian Rupees. ii. The bidders shall mandatorily quote as per the instructions given in the Financial Bid format (refer Annexure 12 for details). iii. Cost quoted for the transaction should include the cost of design, development, configuration, enhancements, implementation, training, documentation, deployment, testing and certification, installation, configuration as per the RFP requirement.
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SECTION J
J. INSTRUCTIONS TO BIDDERS (ITB)
(A) THE BID DOCUMENT
1 e-TENDER DOCUMENT PROCESSING/COST OF PROPOSAL a) The bidder is responsible for all costs incurred in connection with his participation in the bid process, including, but not limited to, costs incurred in conduct of informative and other diligence activities, participation in meetings/discussions/presentations, preparation of proposal, POC (Point Of Contact), in providing any additional information required by the e-Suvidha to facilitate the evaluation process, and in negotiating a definitive Service Agreement and all such activities related to the bid process. This RFP does not commit the e-Suvidha to award a contract or to engage in negotiations. e-Suvidha will in no case be responsible or liable for these costs, regardless of the conduct or outcome of the e-Bid process. b) This tender document is available on the web site http://etender.up.nic.in and www.esuvidha.goup.in to enable the bidders to view, download the RFP document and submit e-Bids online up to the last date and time mentioned in e-Tender notice/e-tender document against this e-Tender. The bidders shall have to pay e-Tender document fee of `10,000.00 (Rupees Ten Thousand Only) in cash or through Demand Draft or Banker‟s Cheque payable in favour of e-Suvidha, Govt. of UP. The scanned copy of the Cash Deposit Receipt or Demand Draft or Banker‟s Cheque must be enclosed along with the e-Bid but the original Demand Draft or Banker‟s Cheque should reach the e-Suvidha‟s office before opening of the technical e-Bid. This e-tender document fee of `10,000.00 will be non-refundable.
2 CONTENTS OF e-BID DOCUMENT
2.1 The goods required to be supplied; e-Bid procedure and contract terms and conditions are prescribed in the e-Bid document. The e-Bid document includes: (a) Invitation for e-Bid (b) Instruction to bidders (ITB); (c) Conditions of Contract (CC); (d) Technical e-Bid; (e) Financial e-Bid;
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2.2 The Bidders are expected to examine all instructions, forms, terms, project requirements and other information in the RFP. Failure to furnish all information required as mentioned in the RFP or submission of a proposal not substantially responsive to the RFP is every respect will be at the Bidder‟s risk and may result in rejection of the Proposal and forfeiture of Bid Security.
3 CLARIFICATION OF e-BID DOCUMENT
3.1 The authorized representatives of the respective organizations may attend the pre-bid conference at their own cost. The purpose of the conference is to provide bidders with information regarding the RFP and the proposed solution requirements, and to provide each bidder with an opportunity to seek clarifications regarding any aspect of the RFP and the Project; 3.2 The e-Suvidha may also respond to clarifications raised by the prospective bidders on e-Suvidha's e-mail address [email protected] & [email protected] ; 3.3 A pre-Bid conference shall be held on 28.07.2016 at 11:30 AM at e-Suvidha Head Office Conference Hall, Near Gomti Barrage, Gomti Nagar, Lucknow-226 010 (U.P). The prospective bidders may attend this conference to seek the clarifications, if any; 3.4 Refer to e-Procurement website http://etender.up.nic.in of UP Government for change in bid submission date and for addendum/corrigendum to tender documents;
4. SUPLEMENTAL INFORMATION TO THE REQUEST FOR PROPOSAL
If e-Suvidha deems it appropriate to revise any part of this RFP or to issue additional data to clarify an interpretation of the provisions of this RFP, it may issue supplements to this RFP in the form of Addenda /Corrigenda. Such supplemental information will be published in the website. Any such supplement shall be deemed to be incorporated by this reference into this RFP.
5. AMENDMENT OF RFP DOCUMENT
5.1 At any time prior to the deadline for submission of Proposal, the e-Suvidha may amend the RFP document by issuing suitable Corrigendum issued through its website. Such amendments shall be uploaded on the e-Procurement website http://etender.up.nic.in and e-Suvidha‟s web site www.esuvidha.goup.in through corrigendum and shall form an integral part of RFP document. The relevant clauses of the RFP document shall be treated as amended accordingly.
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5.2 It shall be the sole responsibility of the bidders to check the web site http://etender.up.nic.in and www.esuvidha.goup.in from time to time for any amendment in the RFP document. In case of failure to get the amendments, if any, the e-Suvidha shall not be responsible for it. 5.3 In order to allow the Bidders a reasonable time to take the amendment into account in preparing their Bids, the e-Suvidha, at his discretion, may extend the deadline for the submission of Bids. Such extensions shall be uploaded on the e-Procurement website http://etender.up.nic.in and e-Suvidha‟s web site www.esuvidha.goup.in.
6. RIGHT TO TERMINATE THE PROCESS
6.1 The e-Suvidha, Govt. of UP, makes no commitments, explicit or implicit, that this process will result in a business transaction with anyone. 6.2 This RFP does not constitute an offer by the e-Suvidha. The bidder‟s participation in this process may result in the e-Suvidha selecting the bidder to engage in further discussions and negotiations towards execution of a contract. The commencement of such negotiations does not, however, signify a commitment by the e-Suvidha to execute a contract or to continue negotiations.
(B) PREPARATION OF PROPOSAL/BID
7. LANGUAGE OF PROPOSAL
The Proposal, and all correspondence and documents related to the Proposal exchanged by the bidder and the e-Suvidha should be in English. Supporting documents and printed literature furnished by the bidders may be in any language other than English provided they are accompanied by an accurate translation of the relevant passages in English language. Supporting material, which is not translated in English, will not be considered for evaluation. For the purpose of evaluation and interpretation of the bid proposal, the English language translation shall prevail.
8. DOCUMENTS CONSTITUTING THE PROPOSAL
The proposal prepared by the bidder shall comprise the following components: (a) Technical e-Bid - –Technical e-Bid will comprise of : (i) Fee Details – includes copies of e-tender processing/cost and Bid Security/Earnest Money Deposit (EMD) furnished in accordance with ITB Clause 14 in PDF format.
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(ii) Qualification Details – includes copies of required documents as per ITB Clauses 12 and 13 in PDF format justifying that the bidder is qualified to perform the contract if his/her bid is accepted and that the bidder has financial, technical and production capability necessary to perform the contract and meets the criteria outlined in the Qualification Criteria as defined in Section-G and Technical Specification and fulfill all the conditions of the Contract and that the goods and ancillary services to be supplied by the bidder conform to the Bid document and Technical Specifications. (iii) e-Bid Form – includes copy of filled in e-Bid Form as per e-tender document in PDF format justifying that the bidder is complying with all the conditions of the Contract and Technical Specifications of the e-Bid Document as no deviation will be acceptable to the e-Suvidha. (iv) Technical Specification Details – includes copy of filled in e-tender document in PDF format. (v) General information on the Bidder‟s Company, filled in as per Performa Form PQ-1. (vi) Certified Copies of relevant pages of following documents: a. Memorandum and Article of Association showing objectives of the Company/firm. b. Place of registration (Certificate of Incorporation from ROC/Registrar of Firms and Societies) c. PAN certificate of the company/firm. d. Trade tax/VAT registration certificate of the company/firm. e. Service Tax registration certificate of the company/firm. (vii) Power of Attorney/Authorisation by the Competent Authority to sign e-Bid document/Contract in Form PQ-2. (viii) Turnover details in relevant field in Form PQ-3. (ix) Undertaking of not being black-listed in Form PQ-4. (x) Local establishment in Form PQ-5. (xi) Details of IT professionals in Form PQ-5A. (xii) Experience and track record in last three years in Form T-1. (xiii) Technical solution details in Form T-2 (xiv) Implementation Schedule and Methodology in Form T-3
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(xv) Staff proposed for e-Suvidha project in Form T-4. (xvi) Bidders' local presence details in Form T-5. (xvii) Assets to be created by the Bidder in Form T-6 (xviii) Implementation Methodology on Bidder‟s format. (xix) Certificates like CMM/ISO etc on Bidder‟s format. (xx) The requirement of documents as enumerated in Check List (Compliance/agreed/ enclosed/deviation Statement) in Form T-7 (xxi) Other information, if any required in the bid document on Bidder‟s format. (b) Financial Bid – Financial Bid will comprise of : (i) e-Bid Form – includes copy of filled in e-Bid Form as per the RFP in PDF format. (ii) Price Schedule/BOQ – includes Price Schedule/BOQ in XLS format to be filled in after downloading from the e-Procurement website for this e-tender. (iii) Details of the financial offer in Form F-1.
9. e-BID FORM
The bidder shall complete the e-Bid Form and the appropriate Price Schedule/BOQ furnished in the e-Bid document, including the goods to be supplied, their quantities and prices in the format given in the e-Bid document.
10. BID PRICES
10.1 The bidder shall arrive at a final value (based on their quote) for the entire project based on the type of service (other than fixed by Government) to be delivered to the citizens. No adjustment of the contract price shall be made on account of any variations in costs of labour and materials or any other cost component affecting the total cost in fulfilling the obligations under the contract. The Contract price shall be the only payment, payable by e-Suvidha, Govt. of UP to the successful bidder for completion of the contractual obligations by the successful bidder under the Contract, subject to the terms of payment specified in the contract. The price would be inclusive of all taxes, duties, charges and levies as applicable. 10.2 The prices, once offered, must remain fixed and must not be subject to escalation for any reason whatsoever within the entire period of project. A proposal submitted with an
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adjustable price quotation or conditional proposal may be rejected as non-responsive. The prices quoted in the commercial bid shall be subject to negotiation with e-Suvidha, Govt. of UP based on the number of transactions of a particular type. 10.3The bidder shall quote separately in the downloaded spread sheet file for Price Schedule/BOQ unit price (exclusive of service tax) of each service. 10.4 Prices quoted by the bidder shall be fixed during the bidder‟s performance of the Contract and not subject to variation on any account. 10.5 Bid submitted with an adjustable price quotation unless asked for shall be treated as non- responsive and rejected. 10.6 Prices shall be quoted in Indian Rupees only
11. CORRECTION OF ERRORS
11.1 Bidders are advised to exercise adequate care in quoting the prices. No excuse for corrections in the quoted price will be entertained after the proposals are opened. All corrections, if any, should be performed before submission, failing which the figures for such items may not be considered. Arithmetic errors in proposals will be corrected as follows: 11.2 In case of discrepancy between the amounts mentioned in figures and in words, the amount in words shall govern. The amount Stated in the proposal form, adjusted in accordance with the above procedure, shall be considered as binding, unless it causes the overall proposal price to rise, in which case the overall proposal price shall govern. 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.
12. DOCUMENTS ESTABLISHING BIDDER’S QUALIFICATION
12.1 Pursuant to ITB Clause 8, the bidder shall furnish, as part of its Technical Bid, documents establishing the bidder‟s qualification to perform the Contract if its Bid is accepted. The documentary evidence should be submitted by the bidder electronically in the PDF format. 12.2 The documentary evidence of bidder‟s qualification to perform the Contract if its proposal is accepted shall be as per Qualification Requirements specified in e-tender document.
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13. DOCUMENTS ESTABLISHING GOODS’ CONFORMITY TO BID DOCUMENTS
13.1 Pursuant to ITB Clause 8, the bidder shall furnish, as part of its e-Bid, documents establishing the conformity to the Bid documents of all goods and services which the bidder proposes to supply under the contract. The documentary evidence should be in the PDF file format. 13.2 The documentary evidence of conformity of the goods and services to the e-Bid documents shall consist of: (a) The brochures/leaflets/the document downloaded from the internet site of the OEM of the goods offered in the RFP. (b) A confirmation that, if the bidder offers systems and/or other software manufactured by another company, such software operates effectively on the system offered by the bidder; and the bidder is willing to accept responsibility for its successful operations. (c) A confirmation that the bidder is either the owner of intellectual Property Rights in the hardware and the software items offered, or that it has proper authorization from the owner to offer them. Willful misrepresentation of these facts shall lead to the cancellation of the e-Bid/contract without prejudice of other remedies that the e-Suvidha may take.
14. BID SECURITY/EARNEST MONEY DEPOSIT (EMD)
14.1 Pursuant to ITB Clause 8, the bidder shall furnish, as part of its Proposal, a Bid security/EMD of `10.00 Lac (Rupees Ten Lacs only) in form of Demand Draft/ Banker's Cheque, in favour of e-Suvidha, Govt. of UP, payable at Lucknow. The scanned copy of the Bid Security/EMD must be submitted along with the Bid and the original should reach the e-Suvidha‟s office at Lucknow before opening of technical Bid. 14.2 The bidder should submit a bid security i.e., Earnest Money Deposit (EMD) of `10.00 lacs (Rupees Ten Lacs only) in the form of a demand draft or Banker‟s cheque, in favour of e-Suvidha, Govt. of UP, payable at Lucknow. 14.3 In case bid is submitted without bid security as mentioned ITB Clauses 14.1 and 14.2 above then the bid shall be treated as non-responsive and the e-Suvidha reserves the right to reject the bid without providing opportunity for any further correspondence to the bidder concerned.
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14.4 The e-bid would have validity period of 180 days from the date of opening of technical bid. 14.5 The bid security/EMD of all unsuccessful bidders would be refunded without interest by e-Suvidha within one month from the date of signing of the contract with the successful bidder or upon submission of Performance Guarantee, whichever is earlier, pursuant to ITB Clause 15. 14.6 The successful bidder‟s bid security/EMD will be discharged upon the bidder signing the contract and furnishing the implementation/performance security, additional performance guarantee and asset bank guarantee. 14.7 The bid security/EMD may be forfeited; (a) if a bidder withdraws the Bid during the period of Bid validity. (b) does not accept the correction of errors pursuant to ITB Clause 11 page 89; or (c) modifies its Bid price during the period of Bid validity specified by the bidder on the Bid form or (d) In the case of successful bidder, if the bidder fails to; (i) to sign the contract in time, or (ii) Furnish implementation/performance bank guarantee (PBG) of `1.00 Crore (Rupees One Crores only). (iii) Furnish Assets Bank Guarantee (ABG) of `1.00 Crore (Rupees One Crore only).
15. PERIOD OF VALIDITY OF PROPOSALS
15.1 The technical and commercial proposals and the rates provided in the commercial proposal shall be valid for a period of 180 days from the date of opening of the proposals, pursuant to ITB Clause 14. A proposal valid for a shorter period may be rejected as non-responsive. Any bidder withdrawing the proposal within the period of validity will forfeit his Bid Security Amount. 15.2 In exceptional circumstances, at its discretion, e-Suvidha may solicit the bidder's‟consent for an extension of the validity period. The request and the responses thereto shall be made in writing (or by fax or email).A bidder granting the request will not be required nor permitted to modify its Bid.
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16. FORMAT AND SIGNING OF BID
16.1 The bidder shall prepare one electronic copy each of the Technical Bid and Financial Bid separately. 16.2 The Bid document shall be digitally signed, at the time of uploading, by the bidder or a person or persons duly authorized to bid and execute the Contract. The scanned copy of authority shall be uploaded along with the Bid. All the pages/documents of the Bid that are to be uploaded shall be digitally signed by the person authorized to sign the Bid.
17. SUBMISSION OF PROPOSALS
17.1 All interested bidders shall pay Bid Security and Tender Processing fee and submit their Technical and Commercial responses electronically using the unified e-Procurement platform of Uttar Pradesh. The URL of the e-Procurement portal is http://etender.up.nic.in . 17.2 Bid Submission can be done only from the Bid Submission start date and time till the Bid Submission end date and time given in the e-tender. Bidders should start the Bid Submission process well in advance so that they can submit their Bid in time. The bidders should submit their Bid considering the server time displayed in the e-Procurement website. This server time is the time by which the e-Bid submission activity will be allowed till the permissible time on the last/end date of submission indicated in the e-tender schedule. Once the e-Bid submission date and time is over, the bidders cannot submit their e-Bid. The e-Suvidha will not be liable or responsible for any delays due to unavailability of the portal and the internet link. 17.3 The bidders have to follow the following instructions for submission of their Bid: (i) For participating in e-Bid through the e-tendering system, it is necessary for the bidders to be the registered users of the e-Procurement website http://etender.up.nic.in. The bidders must obtain a User Login Id and Password by registering themselves with UP Government nodal agency M/s U.P. Electronics Corporation Limited, Lucknow (UPLC) if they have not done so previously for registration. (ii) In addition to the normal registration, the bidder has to register with his/her Digital Signature Certificate (DSC) in the e-tendering system and subsequently he/she will be allowed to carry out his/her e-Bid submission activities. Registering the DSC is a
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onetime activity. Before proceeding to register his/her DSC, the bidder should first log on to the e-tendering system using the User Login option on the home page with the Login Id and Password with which he/ she has registered as per sub-clause (i) above. For successful registration of DSC on e-Procurement website http://etender.up.nic.in the bidder must ensure that he/she should possess Class-2/ Class-3 DSC issued by any certifying authorities approved by Controller of Certifying Authorities, Government of India, as the e-Procurement website http://etender.up.nic.in is presently accepting DSCs issued by these authorities only. The bidder can obtain User Login Id and perform DSC registration exercise as described in sub-clauses (i) and (ii) above even before e-Bid submission date starts. The e-Suvidha shall not be held responsible if the bidder tries to submit his/her e-Bid at the last moment before end date of submission but could not submit due to DSC registration problem. (iii) The bidder can search for active tenders through "Search Active tenders" link, select a tender in which he/she is interested in and then move it to „My Tenders‟ folder using the options available in the e-Bid Submission menu. After selecting and viewing the tender, for which the bidder intends to e-Bid, from "My Tenders" folder, the bidder can place his/her e-Bid by clicking "Pay Offline" option available at the end of the view tender details form. Before this, the bidder should download the e-tender document and Price Schedule/Bill of Quantity (BOQ) and study them carefully. The bidder should keep all the documents ready as per the requirements of e-tender document in the PDF format except the Price Schedule/Bill of Quantity (BOQ) which should be in the XLS format (Excel sheet). (iv) After clicking the „Pay Offline‟ option, the bidder will be redirected to the Terms and Conditions page. The bidder should read the Terms & Conditions before proceeding to fill in the Tender Fee and EMD offline payment details. After entering and saving the Tender Fee and EMD details, the bidder should click "Encrypt & Upload" option given in the offline payment details form so that "Bid Document Preparation and Submission" window appears to upload the documents as per Technical (Fee details, Qualification details, e-Bid Form and Technical Specification details) and financial (e-Bid Form and Price Schedule/BOQ) schedules/packets given in the tender details.
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The details of the Demand Draft or any other accepted financial instrument which is to be physically sent in original before opening of technical e-Bid, should tally with the details available in the scanned copy and the data entered during e-Bid submission time otherwise the e-Bid submitted will not be accepted. (v) Next the bidder should upload the Technical e-Bid documents for Fee details (e-tender fee and EMD), Qualification details as per "ITB Clause 12 or 25", e-Bid Form and Technical Specification details and Price Schedule/BOQ" of e-tender document. Before uploading, the bidder has to select the relevant Digital Signature Certificate. He may be prompted to enter the Digital Signature Certificate password, if necessary. For uploading, the bidder should click "Browse" button against each document label in Technical and Financial schedules/packets and then upload the relevant PDF/XLS files already prepared and stored in the bidder's computer. The required documents for each document label of Technical (Fee details, Qualification details, e-Bid Form and Technical Specification details) and financial (e-Bid Form and Price Schedule/BOQ) schedules/packets can be clubbed together to make single different files for each label. (vi) The bidder should click "Encrypt" next for successfully encrypting and uploading of required documents. During the above process, the e-Bid documents are digitally signed using the DSC of the bidder and then the documents are encrypted/locked electronically with the DSC‟s of the bid openers to ensure that the e-Bid documents are protected, stored and opened by concerned bid openers only. (vii) After successful submission of e-Bid document, a page giving the summary of e-Bid submission will be displayed confirming end of e-Bid submission process. The bidder can take a printout of the bid summary using the "Print" option available in the window as an acknowledgement for future reference. (viii) e-Suvidha reserves the right to cancel any or all e-Bids without assigning any reason.
18. DEADLINE FOR SUBMISSION OF PROPOSALS
18.1 Last Date & Time for submission of bids is given in e-procurement portal. 18.2 The e-Suvidha may, in exceptional circumstances and at its discretion, extend the deadline for submission of proposals by issuing addendum or by intimating all bidders who have
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been provided the RFP, in writing or through e-mail or post on the website. In this case, all rights and obligations of the e-Suvidha and the bidders who have been previously subjected to the original deadline will thereafter be subject to the extended deadline.
19. LATE BIDS
19.1 The server time indicated in the Bid Management window on the e-Procurement website http://etender.up.nic.in will be the time by which the Bid submission activity will be allowed till the permissible date and time scheduled in the e-tender. Once the Bid submission date and time is over, the bidder cannot submit his/her Bid. Bidder has to start the Bid Submission well in advance so that the submission process passes off smoothly. The bidder will only be held responsible if his/her Bid is not submitted in time due to any of his/her problems/faults, for whatsoever reason, during Bid submission process. 19.2 Bids received after the due date and the specified time (including the extended period if any) for any reason whatsoever, shall not be entertained.
20. MODIFICATION AND WITHDRAWAL OF PROPOSALS
20.1 At any point of time, a bidder can withdraw his/her e-Bid submitted online before the bid submission end date and time. For withdrawing, the bidder should first log in using his/ her Login Id and Password and subsequently by his/her Digital Signature Certificate on the e-Procurement website http://etender.up.nic.in. The bidder should then select "My Bids" option in the Bid Submission menu. The page listing all the bids submitted by the bidder will be displayed. Click "View" to see the details of the e-Bid to be withdrawn. After selecting the "Bid Withdrawal" option, the bidder has to click "Yes" to the message "Do you want to withdraw this bid?" displayed in the Bid Information window for the selected bid. The bidder also has to enter the bid Withdrawing reasons and upload the letter giving the reasons for withdrawing before clicking the ”Submit" button. The bidder has to confirm again by pressing "Ok" button before finally withdrawing his/her selected e-Bid. 20.2 The bidder has to request the e-Suvidha with a letter, attaching the proof of withdrawal and submission of Bid security/EMD in the office of e-Suvidha, to return back the Bid security/EMD as per the manual procedure.
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20.3 No proposal may be withdrawn in the interval between the deadline for submission of proposals and the expiration of the validity period specified by the bidder on the proposal form. Withdrawal of the proposal during this interval may result in the bidder‟s forfeiture of his/her Bid security, pursuant to ITB Clause 14.7. 20.4 The bidder can re-submit his/her e-Bid as and when required till the e-Bid submission end date and time. The e-Bid submitted earlier will be replaced by the new one. The payment made by the bidder earlier will be used for revised e-Bid and the new e-Bid submission summary generated after the successful submission of the revised e-Bid will be considered for evaluation purposes. For resubmission, the bidder should first log in using his/her Login Id and Password and subsequently by his/her Digital Signature Certificate on the e-Procurement website http://etender.up.nic.in. The bidder should then select "My Bids" option in the Bid Submission menu. The page listing all the bids submitted by the bidder will be displayed. Click "View" to see the details of the e-Bid to be resubmitted. After selecting the "Bid Resubmission" option, click "Encrypt & Upload" to upload the revised e-Bid documents by following the methodology provided in clauses 17.3 (i) to 17.3 (vii). 20.5 The bidders can submit their revised proposals as many times as possible by uploading their Bid documents within the scheduled date & time for submission of Bids. 20.6 No proposal can be resubmitted subsequently after the deadline for submission of proposals.
(C) OPENING AND PROPOSAL EVALUATION PROCESS
a. Total transparency will be observed while opening of proposals. e-Suvidha reserves the right at all times to postpone or cancel a scheduled Tender opening. b. In the event of the specified date of bid opening being declared a holiday, the bids shall be opened at the appointed time and location on the next working day. c. The proposal evaluation would be divided into the following three categories, i. Pre-Qualification Criteria ii. Technical Evaluation iii. Financial Evaluation d. The pre-qualification evaluation would be done on the basis of the criteria mentioned in the pre-qualification section.
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e. The technical evaluation would be done on the basis of the technical evaluation criteria. The technical evaluation criterion specifies mandatory requirements which need to be adhered for manpower, technical expertise, experience of handling operations for citizen service delivery projects and past relevant experience. f. Proposals which qualify the technical evaluation round would be considered for the commercial evaluation. The model for commercial evaluation for selecting the lowest price bidder, who would subsequently be awarded the rights to execute the project, is given in Annexure - 12.
21. GENERAL GUIDELINES FOR TENDER OPENING
21.1 Bids will be in two parts (technical and financial) as indicated in the RFP. There will be two bid-opening events (i) for the Technical Bids and (ii) for the Commercial Bids. 21.2 The technical proposals of all the bidders will be opened. After evaluation of technical proposals, the commercial proposals of only those bidders, who qualify in technical evaluation, will be opened. 21.3 The date and timing for opening the Technical & Commercial proposals will be informed to the bidders at the appropriate time, with adequate notice on the e-procurement portal.
22. BID OPENING SESSIONS
22.1 In the event of the specified date of bid opening being declared a holiday for e-Suvidha, the Bids shall be opened at the same time and location on the next working day. During bid opening preliminary scrutiny of the bid documents will be made to determine whether required bid security has been furnished, whether the proposal covering letter, citations, resumes and Statement of deviations have been properly signed, and whether the bids are generally in order. Bids not conforming to such preliminary requirements will be prima facie rejected. 22.2 Bidders can login to the e-Procurement portal and view bid opening status.
23. VERIFICATION OF BID SECURITY/EMD
The bid security submitted through the e-Procurement process shall be verified by the e-Suvidha.
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Bids not accompanied with the requisite Bid Security or whose Bid Security is not in order shall be rejected.
24. PRE-QUALIFICATION CRITERIA EVALUATION
The bidder shall be evaluated based on the pre-qualification criteria mentioned in the RFP. The bidder is required to fulfill the criteria to be eligible for technical evaluation of the bid. Only those bids satisfying the eligibility criteria shall be considered for technical evaluation.
25. EVALUATION OF TECHNICAL PROPOSALS AND EVALUATION CRITERIA
The Technical Proposals of only those bidders, who have met all the Eligibility Criteria Stated in this RFP, shall be opened for technical evaluation. The bids will then be passed on to the Committee appointed by e-Suvidha for evaluation. The evaluation of the Technical bids will be carried out in the following manner: 25.1 The e-Suvidha will open all Technical Bid, in the presence of bidders‟ representatives who choose to attend. The bidder‟s representatives who are present shall sign a register evidencing their attendance. 25.2 The bidder‟s names and such other details as e-Suvidha at its discretion may consider appropriate, will be announced at the opening. The name of such bidders not meeting the Technical Specifications and qualification requirement shall be notified subsequently. 25.3 The bidders' Technical solutions proposed in the bid document are evaluated as per the requirements specified in the RFP and adopting the evaluation criteria. 25.4 The Bidders are required to submit all required documentation in support of the evaluation criteria specified e.g. detailed project citations and completion certificates, client contact information for verification, profiles of project resources and all others as required for technical evaluation. 25.5 The technical proposals will be evaluated as per evaluation criteria specified in this RFP. The evaluation criterion has multiple sections, each section has been assigned certain weightage and total of all the weightages amounting to 100 marks (i.e. overall score). A bidder shall score at least 70 marks against the overall score and also meet the sectional cut off requirements to technically qualify. Refer to the section where technical evaluation criteria are specified for sectional cut off details.
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25.6 e-Suvidha reserves the right to seek clarifications from bidders on the technical proposal submitted by the bidders during evaluation of technical bid. Any such clarifications provided by the bidders shall be considered as part of their technical proposal. 25.7 The e-Bids found to be not responsive to and not fulfilling all the conditions of the contract and not meeting Technical Specifications and Qualification Requirements to the satisfaction of e-Suvidha may be rejected and may not subsequently be made responsive by the bidder by correction of the non-conformity. The e-Bids of bidders mentioning any of their conditions which are not mentioned in the RFP or are not in conformity with the conditions of the contract may be rejected. 25.8 It shall be the discretion of the e-Suvidha to decide as to whether an e-Bid fulfills the evaluation criterion mentioned in this RFP or not. 25.9 The bidders are advised not to mix financial bid documents with the PDF documents submitted for technical bid. The e-Bids of the bidders having financial bid document in the technical bid will out rightly be rejected. 25.10 The e-Suvidha will prepare minutes of the Technical Bid opening.
26. PROPOSAL PRESENTATIONS
26.1 The committee shall invite each bidder to make a presentation, to the e-Suvidha and the Technical Scrutiny Committee at a date, time and venue determined by the e-Suvidha. The purpose of such presentation would be to allow the bidders to present their proposed solutions to the Committee and highlight the key points in their proposals. The presentation would be a critical element in the technical proposal evaluation process. 26.2 The Bidders shall demonstrate a presentation all the technical capabilities of their offering on the Solution Design for project implementation. 26.3 The Committee may seek written clarifications and supporting documents from the bidders. The primary function of clarifications in the evaluation process is to clarify ambiguities and uncertainties arising while evaluating the bid documents. Oral clarifications provide the opportunity for the committee to place its requirements clearly and for the bidder to more clearly place its proposal. The committee at its sole discretion may seek inputs from their professional, technical faculties in the evaluation process.
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26.4 Depending on the evaluation criteria mentioned in this document, each Technical Bid will be assigned a technical score out of a maximum of 100 points as enumerated at Annexure- 11 of this e-tender, including the marks allocated for Technical Presentation. 26.5 Only the bidders, who reach a Technical Score (TS) of 70 (Seventy) or more out of 100, will qualify for the financial bid evaluation.
27. EVALUATION OF FINANCIAL PROPOSALS
27.1 The financial bids of only the bidders who have been found substantially responsive meeting the technical requirements and also secured required score in the technical evaluation will be considered for the commercial bid evaluation. 27.2 The financial Bids of technically qualified bidders shall be opened in the presence of bidders who choose to attend. The name of bidders will be announced at the meeting. 27.3 The e-Suvidha shall notify those bidders whose Technical Bids were considered non- responsive to the Conditions of the Contract and not meeting the technical specifications and Qualification Requirements indicating that their financial Bid will not be opened. 27.4 The e-Suvidha will simultaneously notify the bidders, whose Technical Bids were considered acceptable to the e-Suvidha indicating the date, time and place for opening of the Financial Bid. The notification may be sent by letter, fax or by e-mail. 27.5 The e-Suvidha will evaluate and compare the financial rates of individual services quoted in the price schedule/BOQ of Bids of those bidders whose technical Bids are found responsive as per the conditions of the RFP only for those services of the bidders which have been technically accepted by the e-Suvidha. 27.6 No additional payments shall be made for completion of any contractual obligation beyond the quoted prices. If the bidder does not accept the correction of errors if any, its Bid shall be rejected and its Bid security/EMD may be forfeited. 27.7 The commercial proposal evaluation will be based on lowest rate quoted (L1 basis) excluding service tax as applicable, as enumerated at Annexure-11 of this RFP; the lowest cost is the winning bidder. 27.8 To facilitate evaluation of bids, e-Suvidha, at its sole discretion, may seek clarification in writing from any bidder regarding the bid.
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27.9 Final choice of firm for the project shall be made on the basis of conformity to pre- qualification, appropriateness of the financial offer from point of view of cost effectiveness over the entire period for the services and capability of the firm to execute and service the project. 27.10The e-Suvidha will prepare the minutes of the Financial Bid opening.
28. CONTACTING THE E-SUVIDHA
28.1 Subject to ITB Clause 20, no bidder shall contact the e-Suvidha on any matter relating to his/her e-Bid, from the time of the e-Bid opening to the time the Contract is awarded. If the bidder wishes to bring additional information to the notice of the e-Suvidha, he/she can do so in writing. 28.2 Any effort by a bidder to influence the e-Suvidha in its decisions on e-Bid evaluation, e-Bid comparison or contract award may result in rejection of the bidder‟s e-Bid.
29. RIGHT TO ACCEPT OR REJECT PROPOSALS
29.1 e-Suvidha reserves the right to accept or reject any bid, and to annul the bidding process and reject all bids at any time prior to award of contract, without thereby incurring any liability to the affected without assigning any reason. 29.2 e-Suvidha may at their sole discretion and at any time during the evaluation of Proposal, disqualify any bidder, if the bidder has: i. Submitted the Proposal documents after the response deadline; ii. Made misleading or false representations in the forms, Statements and attachments submitted in proof of the eligibility requirements; iii. 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; iv. Submitted a proposal that is not accompanied by required documentation or is non- responsive; v. Failed to provide clarifications related thereto, when sought; vi. Submitted more than one Proposal;
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vii. Declared ineligible by the Government of India/ State/ UT Government for corrupt and fraudulent practices or blacklisted. viii. Submitted a proposal with price adjustment/variation provision.
(D) AWARD OF CONTRACT
30. AWARD CRITERIA
e-Suvidha will award the Contract to the successful bidder whose proposal has been determined as the best value proposal based on Technical and Financial evaluation criteria and accepted by e-Suvidha.
31. SIGNING OF CONTRACT
At the same time as e-Suvidha notifies the successful bidder that its proposal has been accepted, e-Suvidha shall enter into an Agreement with the successful bidder, incorporating all scope of works, terms and condition, service level requirement to provide quality customer service and any future requirements of the Solution, as enumerated in this RFP.
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SECTION K
K GENERAL CONDITIONS OF PROPOSED CONTRACT (GCC)
1.1 DEFINITIONS
In this contract, the following terms shall be interpreted as indicated. Terms defined in general instructions to bidders section shall have the same meaning.
(a) „Assets‟ means total solution based package comprising of hardware, software and connectivity along with related equipment (b) „Contract‟ means the agreement entered into between the e-Suvidha, Govt. of UP and the bidder as recorded in the contract form signed by the parties, including all attachments and appendices thereto and all documents incorporated by reference therein. (c) „Contract Price‟ means the price payable to the bidder under the contract for the full and proper performance of its contractual obligations; (d) „Incidental Services‟ means those services ancillary to the supply of the goods and services, such as transportation and insurance, and any other incidental services, such as installation, commissioning, provision of technical assistance, training and other such obligations of the bidder covered under the contract. (e) „GCC‟ means the general conditions of contract, if any. (f) „ e-Suvidha, Govt. of UP/User‟ means ultimate recipient of goods and services. (g) „CSP‟ means the Citizen Service Provider. (h) „Bidder or Bidder‟ means the individual or firm supplying the goods and services under this contract. (i) „Project Site‟ where applicable, means the place(s) where goods/services are to be made available to user. (j) „Day‟ means calendar day. (k) „Up Time‟ means the time period when specified services with specified technical and service standards are available to user(s). (l) „Down Time‟ means the time period when specified services with specified technical and service standards are not available to user(s).
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1.2 APPLICATION
These general conditions shall apply to the extent that provisions of other parts of the contract do not supersede them.
1.3 STANDARDS
The goods supplied under this contract shall conform to the standards mentioned in the specification and when no applicable standard is mentioned, the authoritative standards appropriate to the goods country of origin shall apply. Such standard shall be the latest issued by the concerned institution.
1.4 STATUS REPORTING
The Service Provider will submit the fortnight status report of the work to the e-Suvidha by stating the location of each e-Suvidha Centre and e-Suvidha kiosks and the stage of work in progress with regard to the milestone; the percentage of work completed and expected date of remaining work to be executed.
1.5 IMPLEMENTATION
1.5.1 The Service Provider shall develop a Project Implementation schedule and shall get it approved by the e-Suvidha within 15 days from the date of signing the Agreement and such schedule shall be based on the requirements of the Contract. 1.5.2 The Service Provider shall appoint experienced representatives to manage its performance of the Contract within three weeks of signing of this Agreement. The representatives (The Project Manager) shall be authorized to accept orders and notice on behalf of the Contract awardee, and to generate notice and commit the Service Provider to specific courses of action within the scope of the Contract.
1.6 STANDARDS
The systems supplied under this contract shall conform to the standards mentioned in the Bid Document and ISO or Capability Maturity Model (CMM) standards shall be followed wherever applicable.
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1.7 CONSTITUTION OF CONSORTIUM
All the partners of the Citizen Service Provider shall be jointly/collectively liable for the fulfillment of the Contract. The constitution of the Consortium shall not be altered without the prior written consent of the State Coordinator/Project Director, e-Suvidha, Govt. of UP.
1.8 USERS LICENSE AND PATENT RIGHTS
1.8.1 The CSP would be required to obtain license / authorization for any software or hardware or services to fulfill its performance obligations under this contract; as per quantities envisaged in this RFP. 1.8.2 The CSP shall provide licenses for all software products, whether developed by it or acquired from others. In the event of any claim asserted by a third party for software piracy, the Service Provider would be solely liable for that and shall act expeditiously to extinguish such claim. If the CSP fails to comply and e-Suvidha is required to pay compensation to a third party resulting from such software piracy, the CSP shall be responsible for compensation including all expenses, court costs and lawyer fees. The e-Suvidha will give notice to the CSP of such claim, if it is made, without delay. 1.8.3 The CSP shall indemnify e-Suvidha against all third party claims of infringement of patent, trademark or industrial design rights arising from use of the goods, software package or any part thereof.
1.9 INDEMNIFICATION
1.9.1 The CSP shall, at its own expense, defend and indemnify the e-Suvidha against all purchases, all third-party claims or infringement of intellectual property rights, including patent, trademark, copyright, trade secret or industrial design rights arising from use of the products or any part thereof in the e-Suvidha. 1.9.2 The CSP shall expeditiously extinguish any such claims and shall be given the full rights and powers to defend the action, in its sole discretion and management. If the CSP fails to comply and e-Suvidha is required to pay compensation to a third party resulting from such infringement, the Service Provider shall be fully responsible for compensation including all expenses, court expenses and legal fees etcetera.
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1.9.3 e-Suvidha shall give notice to the CSP of any such claim without delay and shall provide reasonable assistance to the CSP in disposing of the claim. 1.9.4 The e-Suvidha, Govt. of UP, agrees (i) to notify CSP in writing within thirty (30) days of the claim, (ii) the CSP shall have sole control of the defense and all related settlement negotiations; and (iii) to provide to the CSP with the assistance, information, and authority reasonably necessary to perform the above. 1.9.5 In case any loss or damage is caused to e-Suvidha due to any act, omission or negligence of any partner of Consortium (CSP), the principal partner (leader of Consortium) shall indemnify the e-Suvidha, Govt. of UP, for such loss or damage.
1.10. USE OF DOCUMENTS AND INFORMATION
1.10.1 The CSP shall not, without prior written consent from e-Suvidha disclose/share/use the bid document, contract, or any provision thereof, or any specification, plan, drawing, pattern, sample or information furnished by or on behalf of the e-Suvidha in connection therewith, to any person other than a person employed by the CSP in the performance of the contract. Disclosure to any such employed person shall be made in confidence and shall extend only so far as may be necessary for purposes of such performance. 1.10.2 The CSP shall not, without prior written consent of e-Suvidha make use of any document or information made available for the project, except for purposes of performing the contract. 1.10.3 All project related document (including Bid document) issued by e-Suvidha, other than the contract itself, shall remain the property of the e-Suvidha, Govt. of UP and shall be returned (in all copies) to e-Suvidha on completion of the CSP ‟s performance under the contract, if so required by e-Suvidha, Govt. of UP.
1.11 MANUALS AND DRAWINGS
1.11.1 At the time of installation of goods and implementation of services, the CSP shall supply operation and maintenance manuals (together with drawings of goods and services where applicable) to e-Suvidha, Govt. of UP. 1.11.2 The CSP shall provide complete technical documentation of hardware, firmware, all sub- systems, operating systems, compiler, system software and other software to e-Suvidha, Govt. of UP.
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1.11.3 The manuals and drawings wherever applicable shall be in English or Hindi. 1.11.4 At least one set of the manuals should be supplied by CSP to e-Suvidha, Govt. of UP for each installation site. 1.11.5 Unless and otherwise agreed the goods and services shall not be considered to be completed for the purpose of taking over until such manuals and drawings have been supplied to e-Suvidha, Govt. of UP.
1.12 INSPECTION AND ACCEPTANCE TESTS
1.12.1 e-Suvidha not later than thirty (30) days from the date of launching of an e-Suvidha Centre carry out user acceptance tests at its destination with help of the CSP. The e-Suvidha agrees with the CSP a set of acceptance tests to establish whether (i) The system meets the requirement of the e-Suvidha, as specified in the Bid document (ii) The system works in e-Suvidha application (environment), on e-Suvidha equipment, and in accordance with Bid document; and (iii) e-Suvidha shall provide all reasonably necessary facilities for the conduct of the tests. 1.12.2 If during the acceptance tests, it is noticed that any hardware or any other equipment or software is of inferior quality or does not suit the requirements, the CSP shall replace them immediately. 1.12.3 Should any aspect or tested goods fail to conform to the requirements, e-Suvidha may reject the goods and the CSP shall either replace the rejected goods or make alterations necessary to meet specification requirements free of cost to e-Suvidha. 1.12.4 The hardware or any other equipment or software shall be deemed accepted if the acceptance tests are not completed within forty five (45) days from the date of launching each e-Suvidha Centre. 1.12.5 Nothing in this clause shall in any way release the Service Provider from any obligation under the contract.
1.13 ACCEPTANCE CERTIFICATES
On successful completion of acceptability test, receipt of deliverables etcetera and after e-Suvidha is satisfied with the working of the system, the acceptance certificate signed by the Service Provider and the representative of e-Suvidha, will be issued. The date on which such certificate is signed shall be deemed to be the date of successful commissioning of the systems.
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1.14 IMPLEMENTATION/PERFORMANCE SECURITY
1.14.1 On receipt of notification of award, the CSP shall furnish Performance Bank Guarantee (PBG) and Asset Bank Guarantee (ABG) to e-Suvidha, Govt. of UP, in accordance with bid document requirement. 1.14.2 The implementation/performance security shall be equivalent to 10 % of the project cost estimated at ` 10.00 Crores cost of the project which shall be reviewed bi-annually and initially it shall be of a value of `1.00 Crore (Rupees One Crore only). The Service Provider shall furnish the Performance Bank Guarantee over and above the minimum amount within 15 days of such review. 1.14.3 Any shortage of the remittances and as compensation for any loss resulting from the Service Provider failure to complete its obligations under the contract, will be made good by encashing the Performance Bank Guarantee by e-Suvidha, Govt. of UP. Such withdrawal shall be made good by depositing an equal amount by the Contract awardee. 1.14.4 The implementation/Performance Bank Guarantee (PBG) and Asset Bank Guarantee (ABG) shall be denominated in Indian Rupee or in a freely convertible currency acceptable to e- Suvidha, Govt. of UP and shall be in the form of bank guarantee issued by a reputed bank located in India with at least one branch office in Lucknow, in the form provided in the bidding document or another form acceptable to e-Suvidha, Govt. of UP. 1.14.5 The implementation/Performance Bank Guarantee (PBG) and Asset Bank Guarantee (ABG) will be discharged by e-Suvidha, Govt. of UP and returned to the CSP not later than 30 (thirty) days following the date of completion of all formalities under the contract. 1.14.6 In the event of any contract amendment, the CSP shall, within 15 days of receipt of such amendment, furnish the amendment to the implementation/ Performance Bank Guarantee (PBG) and Asset Bank Guarantee (ABG).
1.15 WARRANTY
1.15.1 The CSP warrants the goods and services procured by it under the contract are new, unused, of the most recent or current models, and that they incorporate all recent improvements in design and materials unless provided otherwise in the contract. The CSP further warrants that all goods and services supplied under this contract shall have no defect arising from design,
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materials or workmanship or from any act or omission of the CSP that may develop under normal use of the supplied goods in the conditions prevailing in the country of final destination. 1.15.2 The CSP shall in addition, comply with the performance guarantees specified under the contract. If for reasons attributable to the CSP, these guarantees are not attained in whole or in part, the CSP shall, make such changes, modifications, and/or additions to the goods or any part thereof as may be necessary in order to attain the contractual guarantees specified in the contract at its own cost and expenses and to carry out further performance tests. 1.15.3 The equipment supplied should achieve required up time.
1.16 PAYMENT
1.16.1 The CSP‟s request(s) for payment shall be made to the user in writing, accompanied by an invoice describing through cumulative numbers of transactions made in all ICSCs multiplied with the cost agreed upon through this contract. 1.16.2 Payment shall be made promptly by the e-Suvidha, Govt. of UP on back-to-back arrangement upon receipt of payment from the participating/client department 1.16.3 The currency of payment will be in Indian Rupee. 1.16.4 Payment shall be made on monthly basis.
1.17 CHANGE ORDERS
The Department of IT&E, Government of Uttar Pradesh, may at any time, by written order given to the CSP make changes within the general scope of the Contract in any one or more of the following; 1.17.1 Site of ICSC and number of counters and services to be delivered. 1.17.2 the place of delivery and/or the services to be provided by the CSP.
1.18 CONTRACT AMENDMENT
No variation in or modification of the terms of the contract shall be made except by written amendment signed by the parties.
1.19 THE ASSIGNMENT
The CSP shall not assign, in whole or in part, its obligations to perform under this contract, except
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with the prior written consent from e-Suvidha, Govt. of UP.
1.20 SUB-CONTRACTS
The CSP shall notify the e-Suvidha in writing of all subcontracts awarded under this contract if not already specified in the CSP‟s proposal. Such notification, in the original bid or later, shall not relieve the CSP from any liability or obligation under the contract. Sub-contract shall be only for bought-out items and sub-assemblies.
1.21 CONCESSIONS RELATED TO E-SUVIDHA PROJECTS
At no stage of the project, e-Suvidha would provide any form or certification or undertaking, which the bidders / the selected bidder might ask for getting concessions / benefits in various activities due to e-Suvidha, Govt. of UP related work.
1.22 DELAY IN THE CSP’S PERFORMANCE
1.22.1 Delivery of the goods and performance of the services shall be made by the CSP in accordance with the time schedule and conditions mentioned in the bid documents.
S. N Description Time Schedule Delivery of the desired Goods at each e-Suvidha Centre (minimum at 1. least 05 Centres per Districts with 02 counters and more depending Within 03 weeks upon the requirement as decided and approved by e-Suvidha) 2. Implementation of the desired Services at each e-Suvidha Centre Within 06 weeks
1.22.2 If at any time during performance of the Contract, the CSP or its sub-contractor(s) should encounter conditions impending timely delivery of the goods and performance of services, the CSP shall promptly notify the e-Suvidha, Govt. of UP, in writing of the fact of the delay, its likely duration and its cause(s). As soon as practicable after receipt of the CSP‟s notice, e-Suvidha, Govt. of UP shall evaluate the situation and may at its discretion extend the CSP‟s time for performance, with or without liquidated damages, unless an extension of time is agreed upon by e-Suvidha, Govt. of UP without liquidated damages. CSP shall be given opportunity of hearing.
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1.23 LIQUIDATED DAMAGES
1.23.1 The CSP fails to deliver any one or all of the goods as mentioned in respective Bill of Materials or perform the services within the time period (s) specified in the bid document or fails to achieve performance level as per requirements of bid, as mentioned in F 5.4 at page 66-67 and as mentioned in Section H: Service Level Agreement (SLA) of this RFP, the e-Suvidha, Govt. of UP shall, without prejudice to its other remedies under the Contract, may ask the CSP to deposit the amount spelt out, as liquidated damages, a sum equivalent to, as per the terms indicated in the bid document subject to maximum limit indicated or may even invoke the implementation/ Performance Bank Guarantee (PBG) and Asset Bank Guarantee (ABG). Once maximum limit is reached, e-Suvidha, Govt. of UP may consider termination of the contract.
S.No Definition of Damages Penalty Amount i. Implementaion delay beyond 180 days upto next 15 days, penalty would be `10000.00 per day; Liquidating Damages for late delivery and ii. Implementaion delay beyond 195 days upto commissioning of the Project beyond 182 1. next 15 days, penalty would be `20000.00 days from the date of signing of the per day; Agreement. Implementaion delay beyond 210 days, penalty would be of `25.00 lacs, subject to forfeit of PBG. Liquidating Damages for late delivery and 2. commissioning of each new e-Suvidha Centre `10000.00 per day; beyond 20 days of handing over the site.
1.23.2 In case the CSP fails to deposit the liquidated damage within 15 days from the date of demand of liquidated damage, e-Suvidha may invoke the Bank Guarantee deposited by the CSP as Implementation/Performance Security with e-Suvidha, Govt. of UP under the provision of this Contract. The CSP shall thereafter replenish the above said Bank Guarantee within 7 days.
1.24 TERMINATION ON DEFAULT
1.24.1 e-Suvidha, Govt. of UP, without prejudice to any other remedy for breach of Contract, by written notice of default sent to the Bidder, may terminate the Contract in whole or in part.
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(a) if the Bidder fails to deliver any or all of the Goods as mentioned in BOM/Services within the time period(s) specified in the contract, or within any extension thereof granted by the e-Suvidha, Govt. of UP, or; (b) If the Bidder fails to perform any other obligation(s) under the Contract, or; (c) If the Bidder, in the judgement of the e-Suvidha, Govt. of UP has engaged in corrupt or fraudulent of unethical practices in competing for or in executing the Contract. 1.24.2 In the event of e-Suvidha terminated the contract in whole or in part, e-Suvidha may procure, upon such terms and in such manner as it deems appropriate, goods or services similar to those undelivered, and the Bidder shall be liable to the e-Suvidha for any excess costs for such similar goods or services. However, the Bidder shall continue performance of the contract to the extent not terminated.
1.25 WAIVER
No forbearance, indulgence or relaxations by any party at any time to require performance of any provision of this Agreement shall in any way affect, diminish or prejudice the right of such party to require performance of that provision.
1.26 FORCE MAJEURE
1.26.1 The Bidder shall not be liable for forfeiture of its performance security, liquidated damages, or termination for default if and to the extent that its delay in performance or other failure to perform its obligations under the contract is the result of an event of Force Majeure. 1.26.2 For purpose of this clause „Force Majeure‟ means an event beyond the control of the Bidder and not involving the e-Suvidha fault or negligence and not foreseeable. Such events may include, but are not restricted to acts of the e-Suvidha in it sovereign capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes. 1.26.3 If a Force Majeure situation arises, the Bidder shall promptly notify the e-Suvidha in writing of such conditions and the cause thereof. Unless otherwise directed by the e-Suvidha in writing, the Bidder shall continue to perform its obligation under the contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event.
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1.27 TERMINATION ON INSOLVENCY e-Suvidha may at any time terminate the contract by giving 90 days written notice to the Bidder if the Bidder becomes bankrupt or otherwise insolvent. In this event termination will be without compensation to the Bidder, provided that such termination will not prejudice or affect any right of action or remedy, which has accrued or will accrue thereafter to the e-Suvidha.
1.28 TERMINATION FOR CONVENIENCE e-Suvidha may at any time by giving 90 days written notice to the Bidder, terminate the contract, in whole or in part, for its convenience. The notice of termination shall specify that termination be for the e-Suvidha convenience, the extent to which performance of the Bidder under the contract is terminated and the date upon which such termination becomes effective.
1.29 RESOLUTION OF DISPUTE
1.29.1 The e-Suvidha and the Bidder shall make every effort to resolve amicably by direct informal negotiation any disagreement or dispute arising between them under or in connection with the contract. 1.29.2 If, after 30(thirty) days from the commencement of such informal negotiations, the SSCPU and the Bidder have been unable to resolve amicably a contract dispute, either party may require that the dispute be referred for resolution to the formal mechanisms specified here in. 1.29.3 The dispute resolution mechanism shall be as follows:
In case of a dispute or difference arising between e-Suvidha and the bidder relating to any matter arising out of or connected with this agreement, such dispute or difference shall be referred to sole arbitrator, the Principal Secretary, Judicial Department and Legal Rememberancer, Government of Uttar Pradesh, or his nominee not below the rank of additional Legal Rememberancer, whose decision shall be final and binding on both the parties and will be settled in accordance with the provision of Arbitration and Conciliation Act, 1996, the rules there under and any statutory modification or re-enactments thereof. The language of arbitration proceedings will be English or Hindi.
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1.30 NON-EXCLUSIVITY CLAUSE AND LICENSE FEE
1.30.1 The subject matter of this Contract is limited to the operations of the e-Suvidha Centres and e-Suvidha kiosks to be established at the places in the Lucknow selected by e-Suvidha, Govt. of UP. 1.30.2 The e-Suvidha reserves the right to add, delete or modify the location of the e-Suvidha Centres and e-Suvidha kiosks due to exigency of circumstances. In all such cases, sufficient advance notice shall be given to the Contract awardee. 1.30.3 Any e-Suvidha Centres and e-Suvidha kiosks can accept utility payment from citizens residing in any part of the city. 1.30.4 Goods and services mean the solution(s), service(s), materials or a combination of them in the context of this Contract. The word goods when used singly shall mean the hardware, firmware component of the goods and services. 1.30.5 e-Suvidha Right To Vary Quantities At Time of Award - e-Suvidha reserves the right at the time of award subject to variation of 25 % with respect to (i) the number of e-Suvidha Centre‟s and e-Suvidha kiosks (ii) the quantity of goods and (iii) services originally specified in the specification without any change per transaction cost or other terms and conditions. 1.30.6 If any loss is sustained to the associated departments owing to the negligence of the Citizen Service Provider, the Citizen Service Provider, shall indemnify the e-Suvidha to the extent of such loss, in case of it found to be true and made agreeable by both parties;
1.31 INTELLECTUAL PROPERTY RIGHT (IPR)
1.31.1 The Service Provider shall obtain original OEM license/authorization for any software or hardware or services to fulfill its performance obligations under this contract; as per quantities envisaged in this RFP. The Bidder shall indemnify e-Suvidha towards any legal proceedings caused by infringement of licenses used in this engagement. 1.31.2 All IPR for any software developed or supplied by the Service Provider for this project will remain the property of e-Suvidha, Govt. of UP. Further, the data shall not be sold, transferred, offered, assigned or licensed to any other Person or organization for any purpose whatsoever. 1.31.3 The e-Suvidha, Govt. of UP, reserves the right to deploy/replicate the solution imparted for the Pilot Project for e-Suvidha- Lucknow at any location, district headquarters, public sector
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undertaking, and statutory bodies and throughout the State of Uttar Pradesh and outside during and/or after the contract period. 1.31.4 The Service Provider shall be responsible, if asked for, to replicate the Solution in the Cities of Badaun, Barailly, Pilibhit, Shahjahanpur, Lakhimpur, Hardoi, Sitapur, Unnao, Behraich, Shrawasti, Balrampur, Gonda, Barabanki, Rai Bareli, Faizabad, Sultanpur, Ambedkar Nagar and Lucknow and further presently for 17 more districts of the State, on the same per bill transaction charges.
1.32 CONTRACT PERIOD
The Contract shall be valid for 5 (five) years from the date of execution of the Agreement.
1.33 ASSET TRANSFER VALUE
The Government of Uttar Pradesh reserve the right to exercise its option to take over the Assets (Total Solution Based Package) at `100.00 (Rupees One Hundred) only, at the end of contract period and/or in case the contract gets terminated at any point of time at any point of time pursuant to GCC clause 1.27, 1.28 or 1.29 for the reasons of default, insolvency or convenience before completion of five (05) years of the contract period for reasons beyond the control of the both the e-Suvidha and the Citizen Service Provider. The Citizen Service Provider shall transfer the Assets (Total Solution Based Package) to e-Suvidha at ` 100.00 (Rupees One Hundred) only in operable condition, with all receipts showing the proof of payment of all the bills, i.e. e-Suvidha shall take over the project at that point of time at the Asset Transfer Value mentioned underneath;
Asset (Total Solution Based Package) Transfer S.No ` 100.00 (Rupees one hundred only) value for each e-Suvidha Centre
1.34 REVENUES THROUGH ADVERTISEMENT
The Service Provider is entitled to receive the revenues from the persons intending to advertise on the web site through which e-payments to e-Suvidha, Govt. of UP, are made. It would also be entitled to receive any revenue from the person intending to advertise on the reverse side of the receipt issued by e-Suvidha, Govt. of UP or the publicity material organized by Service Provider from e-Suvidha, Govt. of UP. The nature and content of the advertisement and the manner of its publication shall be got approved in writing from the State Coordinator/Project Director, e-Suvidha, Govt. of UP
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1.35 REVENUES THROUGH BANNERS/HOARDING
The e-Suvidha, Govt. of UP would decide and approve the banners and hoarding to be put up on each ICSC‟s and CDH site/premises and would also receive any revenue from the agencies intending to advertise.
1.36 APPLICABLE LAW
The Contract shall be interpreted in accordance with appropriate Indian Laws.
1.37 GOVERNING LANGUAGE
Though this contract is written in English but other documentation pertaining to the contract, which may be exchanged by the parties, may be either in Hindi or English.
1.38 NOTICES
Any notice given by one party to the other pursuant to this contract shall be sent to the other party in writing or by telex, e-mail, cable or facsimile and confirmed in writing to the other party's address.
A notice shall be effective when delivered or tendered to other party whichever is earlier.
1.39 TAXES & DUTIES
The CSP shall be responsible for all taxes, duties, license fee, Octroi, road permits etc., incurred for delivery of the contracted goods/services at the site of the User or as per the terms of tender documents if specifically mentioned. Applicable Service tax shall be paid extra by participating/client department of e-Suvidha, Govt. of UP.
1.40 PROTECTION AGAINST DAMAGES-SITE CONDITIONS
1.40.1 The system shall not be prone to damage during power failures and trip outs. The normal voltage and frequency conditions available at site are as under (a) Voltage 230 Volts (b) Frequency 50Hz 1.40.2 However, locations may suffer from low voltage conditions with voltage dropping to as low as 160 Volts and high voltage conditions with voltage going as high as 280 Volts. Frequency
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could drop to 47HZ. The ambient temperature may vary from 0 C to 48 C. The relative humidity may range in between 10% to 90%. 1.40.3 The goods supplied under the contract should provide protection against damage under above conditions.
1.41 FAIL SAFE PROCEDURE
The Bidder should indicate in detail fail-safe procedure(s) for the following
1. Power failure. 2. Voltage variation. 3. Frequency variation. 4. Temperature and humidity variation.
1. 42 JURISDICTION
All disputes, suits, actions and legal proceedings arising out of the contract shall be subject to the jurisdiction of the courts in Lucknow.
1.43 FACILITATOR
The Government of Uttar Pradesh and e-Suvidha shall make the best possible efforts to facilitate the smooth running of the project and make the project successful.
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PROPOSAL COVERING LETTER/BID LETTER FORM
From: (Registered name & address of the Bidder)
(Date) To, The Project Director, e-Suvidha, Govt. of UP Near Gomti Barrage Gomti Nagar, Lucknow (UP) -226 010 Lucknow Telephone – 0522 2300733
Ref: Request for Proposal (RFP): Appointment of Citizen Service Provider for managing the operations and Application for the Total Solution Based Package of e-Suvidha Project for Government of UP.
Dear Sir,
Having examined the RFP, the receipt of which is hereby duly acknowledged, we, the undersigned, offer to provide professional services/execute the works include supply, delivery, installation of hardware, firm wares, software and civil architecture as the case may be in conformity with the terms and conditions of the bidding document and amendments thereon as required and outlined in the RFP. To meet such requirements and provide such services as required are set out in the RFP.
We attach hereto the technical response as required by the RFP, which constitutes our proposal. We undertake that, if our proposal is accepted, to adhere to the implementation plan put forward in the RFP or such adjusted plan as may subsequently be mutually agreed between us and e-Suvidha, Govt. of. UP.
We undertake to provide/execute the above project or its part assigned to us in conformity with the said bidding documents for an estimated sum of Rs. ……………….. (Total bid amount in words and
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figures) which may vary in accordance with the schedule of prices attached herewith and coverage options made by e-Suvidha, or its user organization.
If our proposal is accepted, we will obtain a the implementation/Performance Bank Guarantee (PBG) and Asset Bank Guarantee (ABG), issued by a Scheduled Commercial Bank in India, acceptable to e-Suvidha, in accordance with bid requirements for the due performance of the contract. The performance Bank Guarantee and Asset Bank Guarantee (ABG) would be deposited within the time specified in the RFP.
We agree for unconditional acceptance of all the terms and conditions set out in the RFP document and also agree to abide by this tender response for a period of SIX MONTHS from the date fixed for bid opening and it shall remain binding upon us with full force and virtue, until within this period a formal contract is prepared and executed, this tender response, together with your written acceptance thereof in your notification of award, shall constitute a binding contract between us and e-Suvidha, Govt. of UP.
We confirm that the information contained in this proposal or any part thereof, including its exhibits, schedules, and other documents and instruments delivered or to be delivered to the e-Suvidha, Govt. of UP, is true, accurate, and complete. This proposal includes all information necessary to ensure that the Statements therein do not in whole or in part mislead the e-Suvidha, Govt. of UP as to any material fact.
Until the formal final Contract is prepared and executed between us, this bid, together with your written acceptance of the bid and your notification of award, shall constitute a binding contract between us.
We undertake, if our bid is accepted, to commence the work on the Project immediately upon your Notification of Award to us, and to achieve Completion within the time Stated in the Bidding Documents.
We agree that you are not bound to accept the lowest or any bid response you may receive. We also agree that you reserve the right in absolute sense to reject all or any of the products/ service specified in the bid response.
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It is hereby confirmed that I/ We are entitled to act on behalf of our corporation/ company/ firm/ organization and empowered to sign this document as well as such other documents, which may be required in this connection.
Dated this Day of 2016
(Signature) (In the capacity of)
Having the Power of Attorney & duly authorized to sign the Tender Response for and on behalf of:
(Name and Address of Company) Seal/Stamp of bidder
Witness Signature:
Witness Name:
Witness Address:
CERTIFICATE AS TO AUTHORISED SIGNATORIES
I, certify that I am …………………………… of the …………………, and that ……………………………………………………………… who signed the above Bid is authorized to bind the corporation by authority of its governing body.
Date (Seal here)
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Model Contract Form
This Agreement made the_____day of______(year) between the e-Suvidha, Govt. of UP (hereinafter „the e-Suvidha‟) of one part and ______(name of Vendor) of ______(City and Country of Vendor) (hereinafter „the CSP‟) of the other part.
WHEREAS the e-Suvidha is desirous that certain solution, service and materials as described in the bid document and briefly outline below, should be provided by the Vendor.
Date of Tender Call
Title of the Project
Brief outline of the Work
NOW THIS AGREEMENT WITNESSETH AS FOLLOWS
In this agreement words and expression shall have the same meanings as are respectively assigned to them in the bid document referred to.
The following documents shall be deemed to form and to be read and construed as part of this Agreement, viz.,
1. Bid document. 2. Pre-bid conference minutes, if any. 3. Clarification on bid document issued, if any. 4. e-Suvidha notification of award.
In consideration of the payments to be made by the e-Suvidha to the Vendor as hereinafter mentioned, the Vendor hereby convenience with the e-Suvidha to provide the goods and services (Solution, service and materials) and to remedy defects therein in conformity, in all respects, with the provisions of the contract.
The e-Suvidha hereby covenants to pay the Vendor in consideration of the provision of the goods and services and the remedying of defects therein, the contract price or such other sum as may become payable under the provision of the contract at the time and in the manner prescribed by the contract.
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Brief particulars of the goods and services, which shall be supplied/provided by the Vendor, are as under:
FOR EACH ICSC
Solution, Service or Material Quantity Unit Price Amount Remarks
FOR DATA CENTRE
Solution, Service or Material Quantity Unit Price Amount Remarks
IN WITNESS whereof the parties hereto have caused this Agreement to be executed in accordance with their respective laws the day and year above written.
Signed and delivered by Signed and delivered by
For Vendor For e-Suvidha, Govt. of UP (Vendor‟s common seal) (e-Suvidha common seal) Place Place Date Date
In the presence of;
1.
2.
3.
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Ref. No……….
BID SECURITY (EMD) FORM
Whereas______(hereinafter called „the Bidder‟) has submitted its bid dated______(Date) for the execution of______(hereinafter called „the Bid‟).
The bid security in the form of a demand draft or cashier certified cheque, payable at Lucknow with following details:.
1.31 D/D or Cashier Certified Cheque Number:
1.32 Bank Details:
1.33 Amount:
Place Date Signature of the Bidder Name Designation & Company/firm Common Seal
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Ref No. ………………….
IMPLEMENTATION SECURITY FORM
(To be issued by a bank scheduled in India and having at least one branch in Lucknow)
To______(Address of e-Suvidha)
WHEREAS______(name of Vendor) hereinafter called „the Vendor‟ has undertaken, in pursuance of Contract No______dated______(Date), to supply ______called „the Contract‟.
AND WHEREAS it has been stipulated by you in the said contract that the Vendor shall furnish you with a Bank Guarantee by a recognized bank for the sum specified therein as security for compliance with the Supplier‟s performance obligation in accordance with the contract.
WHEREAS we have agreed to give the Vendor a Guarantee: THEREFORE WE hereby affirm that we are Guarantors and responsible to you, on behalf of the Vendor, up to a total of Rs.______(In words) and we undertake to pay you, upon your first written demand declaring the Vendor to be in default under the Contract and without cavil or argument, any sum or sums within the limit of Rs. ______(Amount of Guarantee) as aforesaid, without your need to prove or to show grounds or reasons for your demand or the sum specified therein.
This guarantee is valid until the ______day of______(date)
Place Signature of guarantors Date Seal.
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ASSET SECURITY FORM
(To be issued by a bank scheduled in India and having at least one branch in Lucknow)
To______(Address of e-Suvidha)
WHEREAS______(name of Vendor) hereinafter called „the Vendor‟ has undertaken, in pursuance of Contract No______dated______(Date), to supply ______called „the Contract‟.
AND WHEREAS it has been stipulated by you in the said contract that the Vendor shall furnish you with a Bank Guarantee by a recognized bank for the sum specified therein as security for compliance with the Supplier‟s performance obligation in accordance with the contract.
WHEREAS we have agreed to give the Vendor a Guarantee: THEREFORE WE hereby affirm that we are Guarantors and responsible to you, on behalf of the Vendor, up to a total of Rs.______(In words) and we undertake to pay you, upon your first written demand declaring the Vendor to be in default under the Contract and without cavil or argument, any sum or sums within the limit of Rs. ______(Amount of Guarantee) as aforesaid, without your need to prove or to show grounds or reasons for your demand or the sum specified therein.
This guarantee is valid until the ______day of______(date)
Place Signature of guarantors Date Seal.
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FORM PQ-1
BIDDER INFORMATION
Format 1. Particulars of Principal Applicant Company Name of Principal Bidder Year of Establishment Registration No. TIN No. PAN No. Service Tax No. Address STD Code Tel No.1 Tel No.2 Fax No. City e-mails* PIN State Website Address Total nos. of branch offices Total nos. of branch offices in in India Abroad Type of Company Government Public Sector Private Limited Undertaking Proprietorship/NGO Partnership Public Limited
* e-mail sent on this address will be treated as valid communication.
Note: - Attach Scan Copy of above format 1 on company letterhead
Format 2. Particulars of Secondary Partner under consortium Name of Secondary Partner Year of Establishment Registration No. TIN No. PAN No. Service Tax No. Address STD Code Tel No.1 Tel No.2 Fax No.
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City e-mails* PIN State Website Address Total nos. of branch offices Total nos. of branch offices in in India Abroad Type of Company Government Public Sector Private Limited Undertaking Proprietorship/NGO Partnership Public Limited
* e-mail sent on this address will be treated as valid communication.
Format 3. Particulars of Tertiary Partner under consortium Name of Tertiary Partner Year of Establishment Registration No. TIN No. PAN No. Service Tax No. Address STD Code Tel No.1 Tel No.2 Fax No. City e-mails* PIN State Website Address Total nos. of branch offices in India Type of Company Government Public Sector Private Limited Undertaking Proprietorship/NGO Partnership Public Limited
* e-mail sent on this address will be treated as valid communication.
Note: - Attach Scan Copy of above format 2 and 3 on company letterhead.
Format 4. Roles and Responsibilities of the Secondary Partner under consortium
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Format 5. Roles and Responsibilities of the Tertiary Partner under consortium
Note: - Attach Scan Copy of above format 4 & 5 on company’s letterhead
Format 6. Details of Tender Processing Fee/Cost and EMD Tender Document Processing/cost Amount Date: Demand Draft/Banker‟s Cheque No.: Drawn on (Bank & Branch): Bid Security/Earnest Money Deposit (EMD) Demand Draft/Banker‟s Cheque No.: Drawn on (Bank & Branch):
Note: - Attach Scan Copy of above format 6 on company letterhead.
Format 7. Whether the aforesaid Agency/their Directors/Partners (Secondary/Tertiary) /Subsidiary Units trialed/under trial by the Court/Govt. Investigating Agencies? If yes, furnish the details. (If at any stage found to be false or the facts concealed, the Award of Contract to the Applicant Agency will be cancelled automatically) Particulars of Case/Trial Court/ Investigating Brief Description Agency Name
Note: - Attach Scan Copy of above format 7 on company letterhead.
Format 8. Particulars of Managing Director/CEO/Proprietor/Managing Partner of the Principal Bidder Name & Designation Address STD Code Tel No.1 Tel No.2 Fax No. City Mobile Pin e-mails: State
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Note: - Attach Scan Copy of above format 8 on company letterhead.
Format 9. Particulars of Managing Director/CEO/Proprietor/Managing Partner of the Secondary Partner under consortium Name & Designation Address STD Code Tel No.1 Tel No.2 Fax No. City Mobile Pin e-mails: State
Note: - Attach Scan Copy of above format 9 on company letterhead.
Format 10. Particulars of Managing Director/CEO/Proprietor/Managing Partner of the Tertiary Partner under consortium Name & Designation Address STD Code Tel No.1 Tel No.2 Fax No. City Mobile Pin e-mails*: State
* e-mail sent on this address will be treated as valid communication.
Note:-Attach Scan Copy of above format 10 on company letterhead.
Format 11. Particulars of Contact Persons S. N Name & Designation Address Numbers 1. STD Code Tel No.1 Fax No. City Mobile Pin e-mail 2. STD Code Tel No.1 Fax No. City Mobile
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Pin e-mail 3. STD Code Tel No.1 Fax No. City Mobile Pin e-mail
Note:-Attach Scan Copy of above format 11 on company letterhead.
Format 12. Location of Registered Offices and Other Offices in Uttar Pradesh and Other Parts of India S No. Name & Designation of Address Numbers Head of the Office 1. STD Code Tel No.1 Fax No. City Mobile Pin e-mail 2. STD Code Tel No.1 Fax No. City Mobile Pin e-mail 3. STD Code Tel No.1 Fax No. City Mobile Pin e-mail
Note:-Attach Scan Copy of above format 12 on company’s letterhead on e-tender website
Format 13. Any other relevant information that Applicant Agency may like to give
Note:-Attach Scan copy of above format 13 on Company Letterhead.
Format 14. List of Enclosures as Summery Sheet
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Note:- Attach Scan copy of all listed enclosures on Company Letterhead.
Undertaking
This is to certify that I/We have gone though all the pages of the tender document. The tenderer undertakes to abide by all the terms & conditions mentioned in the Tender Document. It is further certified that the information furnished in the bid document are true and correct.
Date: Signatures: Place: Name: Seal Designation:
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FORM PQ - 2
Power of Attorney
Know by all men by these presents, We ------(Name of the Bidder and address of their registered office) do hereby constitute, appoint and authorize Mr./Ms. ……………………(name and residential address of Power of attorney holder) who is presently employed with us and holding the position of ------as our Attorney, to do in our name and on our behalf, all such acts, deeds and things necessary in connection with or incidental to our Proposal for the Selection of Citizen Service Provider for managing the operations and Application for the Total Solution Based Package of e-Suvidha Project for Government of UP, including signing and submission of all documents and providing information / responses to e- Suvidha, Govt. of UP, representing us in all matters before e-Suvidha, Govt. of UP, and generally dealing with e-Suvidha, Govt. of UP in all matters in connection with our Proposal for the said Project.
We hereby agree to ratify all acts, deeds and things lawfully done by our said Attorney pursuant to this Power of Attorney and that all acts, deeds and things done by our aforesaid Attorney shall and shall always be deemed to have been done by us.
For ______
Name:
Designation:
Date: Time:
Seal:
Business Address:
Accepted,
………….. (Signature)
(Name, Title and Address of the Attorney)
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Note:
The mode of execution of the Power of Attorney should be in accordance with the procedure, if any, laid down by the applicable law and the charter documents of the executant(s) and when it is so required the same should be under common seal affixed in accordance with the required procedure.
Note:
The Power of Attorney shall be provided on Rs.100/- stamp paper.
The Power of Attorney should be supported by a duly authorized resolution of the Board of Directors of the Bidder authorizing the person who is issuing this power of attorney on behalf of the Bidder.
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FORM PQ - 3
ANNUAL TURN OVER AND NET WORTH DETAILS
Financial details as per audited Balance Sheet
(IN INDIAN RUPEES) Sl. Name of the Turnover of Company Net worth of the No. Bidder Company as on 31st March 2016 Financial Financial Financial Average of Year Year Year last 3 FY‟s 2012-2013 2013-2014 2014-2015
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FORM PQ - 4
Undertaking of not being black-listed
To, The Project Director, e-Suvidha, Govt. of UP Near Gomti Barrage Gomti Nagar, Lucknow (UP) -226 010 Telephone – 0522 2300733
Subject: Certificate of Undertaking
Dear Sir/Madam,
This is to certify that
Sincerely,
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FORM – PQ - 5
Local Establishment
The following letter to be printed on company letterhead and signed by authorized signatory. To:
The Project Director, e-Suvidha, Govt. of UP Near Gomti Barrage Gomti Nagar, Lucknow (UP) -226 010 Telephone – 0522 2300733
I, the undersigned certify that
I have attached the following documents to substantiate our claim
In the capacity of
Signed
Duly authorized to sign the authorization for and on behalf of: Dated on ______day of ______
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FORM PQ - 5 A
Details of at least 40 IT Professionals Employed as on 31 March 2016 and onwards by the Principal Bidder.
Note: The HR letter to be printed on company letterhead and signed by authorized signatory.
LENGTH SERVICE SL. DESIGN- QUALI- OF NAME WITH REMARKS NO. ATION FICATION TOTAL BIDDER SERVICE
Note: IT Professional means a graduate degree/higher qualification in Information Technology, in computer, electronics & communication, MCA from a recognized university/institution employed by the company
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PQ – 6
Certified copy of relevant pages of latest Memorandum and Articles of Association of the Bidder showing objectives of the Firm/Company/Societies
Ref. page no. Section ITB clause 8 (a) (vi) a at page 87
PQ – 7
Proposal Covering Letter/Bid Letter Form
Ref. page no. 118 - 120
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Form T-1
Experience & Track Record in Last Three years
1. Describe how your company/firm/society and consortium partner, have the right competency and skills required maintaining and upgrading the e-Suvidha Data Centre & ICSCs (precise description required). 2. Give details of enterprise-wide projects and customer service projects implemented by the Principal Bidder in the area of Setting-Up Citizen Centric Services/IT Enabled Services/Facility Management Services/System Integration/Software Project/Help desk support, during last three years.
1. Setting- Up Citizen Centric Services/IT Enabled Services
Name of Organization Period Value in to Brief description of the nature of citizens Project the tune of services & number of customers served per ` 5 Crores year. or above Necessary documentary evidence be uploaded in support of the statement, clearly showing the value of projects, nature of the projects and successful execution/completion. FY2012-13 FY2013-14 FY2014-15
Note: Please attach Scan Copy of Completion Certificate issued by the Organization for each Financial Year on e-tender website.
2. Facility Management Services
Name of Organization Period Value in to Brief description of the nature of citizens Project the tune of services and number of customers served per ` 5 Crores year. or above Necessary documentary evidence be uploaded in support of the statement, clearly showing the value of projects, nature of the projects and successful execution/completion. FY2012-13 FY2013-14 FY2014-15
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Note: Please attach Scan Copy of Completion Certificate issued by the Organization for each Financial Year on e-tender website.
3. System Integration
Name of Organization Period Value in to Brief description of the nature of customers Project the tune of services and number of customers served per ` 5 Crores year. or above Necessary documentary evidence be uploaded in support of the statement, clearly showing the value of projects, nature of the projects and successful execution/ completion. FY2012-13 FY2013-14 FY2014-15
Note: Please attach Scan Copy of Completion Certificate issued by the Organization for each Financial Year on e-tender website.
4. Software Project
Name of Organization Period Value in to Brief description of the nature of Software Project the tune of Project with State Government/Central ` 2 Crores Government. or above Necessary documentary evidence be uploaded in support of the statement, clearly showing the value of projects, nature of the projects and successful execution/ completion. FY2012-13 FY2013-14 FY2014-15
Note: Please attach Scan Copy of Completion Certificate issued by the Organization for each Financial Year on e-tender website.
5. Help desk support Project
Name of Organization Period Number of Brief description of Number of Projects in Project Projects India where the help desk support has been provided. Necessary documentary evidence be uploaded in support of the statement, clearly showing the number of projects and successful
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execution/completion. FY2012-13 FY2013-14 FY2014-15
Note: Please attach Scan Copy of Completion Certificate issued by the Organization for each Financial Year on e-tender website.
6. ICT based Service Delivery Project through Franchise/Kiosk
Name of Organization Period Number of Brief description of Number of Projects in Project Projects India where the ICT based Service Delivery Project through Franchise/Kiosk has been executed. Necessary documentary evidence be uploaded in support of the statement, clearly showing the number of projects and successful execution/completion. FY2012-13 FY2013-14 FY2014-15
Note: Please attach Scan Copy of Completion Certificate issued by the Organization for each Financial Year on e-tender website.
7. Web based Application Software Project
Name of Organization Period Number of Brief description of Number of Projects in Project Projects India where the web based application software Project for any Government organization/PSU‟s during has been executed. Necessary documentary evidence be uploaded in support of the statement, clearly showing the number of projects and successful execution/completion. FY2012-13 FY2013-14 FY2014-15
Note: Please attach Scan Copy of Completion Certificate issued by the Organization for each Financial Year on e-tender website.
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Note:
1. Principal Bidder‟s experience in setting and running Citizen Centric Services/IT Enabled Services, quantified in terms of number of projects will be evaluated. Setting up Citizen Centric Services means where the bidder has installed and commissioned all IT and Non-IT components of the center. 2. Principal Bidder‟s experience in providing Facility management services to Citizen Centric Services quantified in terms of number of projects will be evaluated. Facility Management would mean where the bidder has provided comprehensive operations/maintenance services towards all IT & Non-IT components of the Citizen Centric Centre. 3. Principal Bidder‟s experience in providing System integration services in India/abroad, quantified in terms of number of years will be evaluated. System Integration would mean where the bidder has installed and commissioned all IT components including the networking. 4. Principal Bidder‟s experience in development, implementation and support of Software project with minimum order value of `2 Crores, quantified in terms of number of projects will be evaluated, which means where the bidder has developed and commissioned any IT Project. 5. Principal Bidder‟s experience in providing help desk support Projects in India/abroad, quantified in terms of number of projects will be evaluated, which means where the bidder has developed and implemented any help desk support Project. 6. Principal Bidder‟s experience in providing the ICT based Service Delivery Project, managing minimum 50 Franchise/Kiosk for any Government organization/PSU‟s, resulting minimum 2.00 lacs transactions per month continuously during last three financial years, quantified in terms of number of projects will be evaluated. 7. Principal Bidder‟s experience in providing the web based application software Project for any Government organization/PSU‟s, during last three financial years, quantified in terms of number of projects will be evaluated.
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Form T-2
Technical solution details
Sl. No. Item Uploaded/Confirmation: 1. Complete Functional Diagram for e-Suvidha Project. Yes/No 2. e-Suvidha‟s Data Centre and DRS Architecture Diagram Yes/No 4. e-Suvidha‟s Centre (ICSC) Architecture Diagram Yes/No 5. e-Suvidha‟s Portal Architecture Diagram Yes/No 6. Proposed Connectivity Bandwidth from e-Suvidha Data Centre to Departmental Server (Please specify) i. Min. 512 Kbps ii. Min. 512 with expandable bandwidth format. iii. Min. 2 Mbps. 7. Proposed Connectivity Bandwidth from e-Suvidha Centre to e-Suvidha Data Centres (Please specify) (a1) Primary lines, i. Min. 256 Kbps ii. Min. 256 with expandable bandwidth format. (a2) Secondary (backup) lines. i. Min. 256 Kbps ii. Min. 256 with expandable bandwidth format. (a3) Internet Connection with backup data card (unlimited) 8. Confirmation that the S/W Solution will be capable of handling all categories of electronic payment i.e. through Internet, Credit Card, Debit Card, ATM, Mobile Commerce and ATP Machines etc. Yes/No 9. Confirmation that Access Control (through login user-
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ID and password , Bio-Metric control etc.) will be ensured that the Departmental databases would not be tampered / altered/modified/ deleted except updating the records as part of the transaction with a citizen. Yes/No 10. Confirmation to ensure the transaction reliability, integrity, confidentiality and completeness of data. Yes/No 11. Confirmation that proposed system incorporates a comprehensive footprint audit trail system. Yes/No 12. Confirmation that the software solution contains all latest security features and commensurate to the transaction and the overall sensitivity of the database and its contents, under the security policy guidelines of the Government of India, IT Act. Yes/No
Note:
1. The diagram should show clearly all the components proposed to be put in place and their interlinking.
2. Product details, Technology and Platform proposed.
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Form T-3
Implementation Schedule and Methodology
Describe
1. Implementation plan in detail to achieve the Milestone given below.
2. Methodology and process to provide services during the entire contract period.
3. Training plan for Staff deputed for the Project.
4. Help Desk process and tools proposed.
5. e-Suvidha‟s Centre (ICSC) Work flow to meet service Quality parameters.
6. To assess customer satisfaction measurement and continuous improvement.
Sl. No. Milestones Maximum period from the Bidder‟s Reply date of signing of contract Agreed or Not 1. Transfer of operation of services Immediate from existing service provider to new service provider 2. Establishment of DRS 6 months 3. Provide the services in ISCII and 6 months UNICODE standard (multi-lingual mode i.e., initially in English and later in Hindi after customization of the technology. 4. Painting of all e-Suvidha‟s Centres 3 months (ICSCs) and e-Suvidha data Centre 5. Up gradation/Procurement and 15 days installation of UPS all e-Suvidha‟s Centres (ICSCs) and e-Suvidha data Centre
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6. Procurement and installation of 6 months Generators at e-Suvidha Main Centre/Data Centre of Lucknow and of other districts and at DRS Centre 7. Up gradation/Procurement and 6 months installation of AC equipments at all e-Suvidha‟s Centres (ICSCs) and e-Suvidha data Centre 8. Repairs/Replace of Furniture 6 months
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Form T-4
Staff Proposed for e-Suvidha Project
Sl. Key resources Qualification Experience in the Persons proposed for No. bidder‟s company the Project (in Nos.) 1 Project Manager 2 Operation Manager cum Business Manager 3 Technical Manager 4 Account Executives 5 Operation Executive/ Zonal Leader/Circle Leader/ works supervisor 6 Zonal/District Leader 7 Project Manager (IT) 8 Database Administrator 9 Network Administrator 10 Security Specialist 11 Hardware/Network Engineer 12 Application Engineer 13 Developers 14 Testers 15 UI developer/Designer 16 Counter Operators 17 Maintenance Supervisor 15 Maintenance Workman
Note: 1. At Bid stage names of employees are not required. But at the time of signing of contract, Bidder has to provide names of its employees proposed for the Project. 2. This information will be used for technical bid evaluation and assignment of marks. 3. Failure to provide same level of staff at the time of signing of contract or during the entire period of contract will amount to breach of terms and conditions of contract and contract will be liable for termination for default on part of Service provider.
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Form T-5
Local Presence
Bidders/Consortium Presence
Company/Branch Office Address in Uttar Pradesh No. of IT Staff
Existing setup in Lucknow
Existing setup in other places in Uttar Pradesh
New setup proposed in Uttar Pradesh
Note: IT Professional means a graduate degree/higher qualification in Information Technology, in computer, electronics & communication areas from a recognized university/ institution employed by the company.
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Form T-6
ASSETS TO BE CREATED BY THE BIDDER
Sl. No. INVESTMENT TOTAL COST (IN Rs. & PAISA) 1. Hardware for Data Centre 2. Hardware Disaster Recovery Site (DRS) 3. Hardware for ICSC (e-Suvidha Centres) 4. Hardware for e-Suvidha‟s Portal 5. System Software Cost 6. Application Software Cost 7. Networking and Ancillary Equipment Cost 8. Intermediate Server setup 9. IT/Non IT Infrastructure Cost
TOTAL VALUE OF ASSETS TO BE CREATED BY THE BIDDER DURING THE ENTIRE PERIOD OF CONTRACT/AGREEMENT: ` ------lacs (Rupees ------only). Note: 1. The Bidder shall create proportionate Assets of minimum tune of `1.00 Crore each year during the entire contract period, but at the same time not limited to; the requirements to be met by the Bidder as per the directive and decision of e-Suvidha even if it increases more than `1.00 Crore in the inception period of the Project. 2. The Bidder shall not include the running/recurring expenses in Assets Creation. 3. The Bidder shall also be responsible to create more Assets for new inclusion of Districts/Services, than the mentioned figure in point 1 above. 4. The Bidder will not be obligated to invest in assets under the above heads which are created under R-APDRP scheme of Energy Department.
Signature of the Bidder Name Designation & Company/firm Common Seal
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Form T- 7
Check List
Compliance/agreed/enclosed/deviation Statement
The following are the particulars of compliance/deviations from the requirement of the tender specifications.
Sl. No. BID DOCUMENT REFERENCE REMARKS 1. Confirmation that the Bidder is duly registered at e-Procurement portal http://etender.up.nic.in for e-tendering with UP Government nodal agency M/s U.P. Electronics Corporation Ltd. (UPLC) (Ref para 11, page 17 of RFP) 2. Scanned Copy of e-Tender Document Processing/Cost of Proposal uploaded (Ref. clause (xiii), page 82 and also on other pages) 3. Scanned Copy of Earnest Money Deposit (EMD) uploaded (Ref. clause (viii), page 82 and also on other pages) 4. Bid Security (EMD) Form uploaded (page 123 of the RFP) 5. Proof for Place of Registration of Bidder Firm/Company (Certificate of Incorporation from ROC/Registrar of Firms and Societies) (Ref point 8 (vi) of ITB, page 87 of RFP) uploaded 6. PAN Certificate of the Company uploaded (Ref point 8 (vi) of ITB, page 87 of RFP) 7. Trade Tax/VAT Registration Certificate of the Company (Ref point 8 (vi) of ITB, page 87 of RFP) uploaded 8. Service Tax Registration Certificate of the Company uploaded (Ref point 8 (vi) of ITB, page 87 of RFP) 9. Power of Attorney/Authorization by the Competent Authority to sign e-Bid Documents/Contract uploaded (Ref point 8 (vi) of ITB, page 87 of RFP) 10. Self-Declaration certificate uploaded that the bidder's firm has not been blacklisted from any State/Central Government Departments/ Organization (Ref point 8 (ix) of ITB, page 87 of RFP) 11. Certified copy of relevant pages of Memorandum and Articles of Association of the Bidder's Firm/ Company showing Objectives of the Company/ Firm uploaded (Ref point 8 (vi) of ITB, page 87 of RFP)
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12. Proposal Covering Letter/Bid Letter Form accepting the Terms and Conditions of e-Bid Tender Document uploaded (Ref: page 118 of RFP) 13. ISO/CMM Certificates uploaded that the bidder has ISO/CMM certifications (valid as on tender submission date) will be considered for evaluation under this clause (Ref point 8 (a) (xix) of ITB, page 88 of RFP ) 14. Brochures/ leaflets/ the document downloaded from the internet site of the OEM of the goods offered in the e-tender uploaded (Ref point 13.2 (a) of ITB, page 90 of RFP) 15. Confirmation that the systems and/or other SW manufactured by another company, such sw operates effectively on the system offered by the bidder and the bidder is willing to accept responsibility for its successful operations. uploaded (Ref point 13.2 (a) of ITB, page 90 of RFP) 16. Confirmation that the Bidder is either the owner of Intellectual Property Rights in the Hardware and SW items offered, or that it has proper authorization from the owner to offer them. uploaded (Ref point 13.2 (a) of ITB, page 90 of RFP) 17. Bidder's Information on Form PQ-1 Duly filled in and uploaded (Ref: page 126 of RFP) 18. Full particulars of the partners in the prescribed format – Form PQ-1 and their Roles and Responsibilities uploaded (Ref: Point I.4 (i) (c) page 81 and page 126 of RFP) 19 Turn-over Details and Profit/(Loss) after Tax, Reserves & Surplus/Accumulated Losses uploaded for the FY 2012-2013, 2013-2014 and 2014-2015 Form PQ-3 (Ref: point I.4 (iii) page 81 and page 134 of RFP) 20. Certified copies of CA's Certificate or relevant pages of Balance Sheets/ P&L Account clearly showing the IT & ITEs related Turn-over, Profit/(Loss) after Tax, Reserves & Surplus/Accumulated Losses uploaded (Ref point I-4 (iii) page 81 of RFP) 21. IT Professionals employed as on 21-02-2011 and onwards on Form PQ-5A uploaded (Ref point I-4(v), page 81 and page 137 of RFP) 22. Experience and Track Record - Form T-1 uploaded showing at least 01 Citizen Centric Services Project/IT Enabled Services/Facility Management Services/System Integration valuing Rs 5.00 Crores successfully executed during FY 2012-2013, 2013-2014 and 2014-2015 (Ref point I.4 (iv) page 81 and Form T-1, page 139 of RFP) 23. Technical solution details Form T-2 uploaded with Complete Functional Diagram for e-Suvidha Project, Data Centre and
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DRS Architecture Diagram, Service Centre (ICSC) Architecture Diagram, Portal Architecture Diagram, Proposed Connectivity, payment mode, access control, software security features and Footprint audit trail (Ref page 143 - 144 of RFP) 24. Implementation Schedule and Methodology Form T-3 uploaded, enumerating the Milestone, Methodology and process to provide services, Training plan, Help Desk , Service Quality parameters. & customer satisfaction measurement. (Ref page 145 - 146 of RFP) 25. Details of Key personnel proposed for the project Form T-4 uploaded (Ref page 147 of RFP) 26. Bidder's local presence Form T-5 uploaded (Ref page 148) 27. Assets proposed to be created by the Bidder - Form T-6 uploaded (Ref page 149 of RFP) 28. Check List Form T-7 uploaded Compliance/agreed/enclosed/deviation Statement (Ref. page 150 - 152 of RFP) 29. Financial Bid Format Form F-1 uploaded (Ref page 153 of RFP) 30. Pre-qualification criterion (Ref page 171-172 of RFP) 31. Solution Requirement (Ref page 143-144 of RFP)
The specifications and conditions indicated in the Bid document (RFP) as amended by e-Suvidha, shall prevail over those of any other document forming a part of our bid except only to the extent of deviations furnished in this statement.
Place: Bidder‟s signature Date and seal
Notes: 1. For every item appropriate remarks should be indicated specifically, like „no deviation‟, „agreed‟, „enclosed‟, etc., as the case may be and "N.A." or "N/A" should not be written.
2. Each page of the bid document and support documents must be duly signed and affixed with seal of the duly authorized signatory.
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FINANCIAL BID FORMAT
Form F-1
Price schedule for G2C services
OFFERED TRANSACTION CHARGES
PER TRANSACTION CHARGE SERVICE DETAILS IN INDIAN RUPEE (excluding Applicable Service Tax, which would be paid extra) Utility bill/Tax payment and similar services
Note: 1. Service Provider shall be given agreed (accepted on L-1 basis) per transaction charge plus applicable service tax for Utility bill/Tax payment and similar services. There will no revenue sharing for Utility bill/Tax payment and similar services collection activities. 2. The revenue sharing for G2C Services (i.e Tax, Certificates, Permit/Licenses, Facilitation payment etc.) would be 12.5% to e-Suvidha and 87.5 % to Service Provider on each transaction charge (as fixed by Govt. on time to time basis) as received. 3. The prescribed fee for G2C Services i.e Certificates, Permit/Licenses, Facilitation etc. shall be payable by the Citizen. 4. The revenue sharing for B2C Services would be 25 % to e-Suvidha and 75 % to Service Provider on each transaction charge as received from Aggregator/Specified Provider.
Signature of the Bidder Name Designation & Company/firm Common Seal
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Annexure -1
List of services presently being delivered through ICSC/e-Suvidha Centres.
1. Utility Bill Services
1. Electricity Bill Services 2. Water Tax/Sewer tax Services for Jal Sansthan 3. House Tax Services for Nagar Nigam 4. BSNL Basic Bill Services 5. BSNL Mobile/Cellone Bill Services.
2. G2C Services (Certificate/Felicitation Services)
1. Caste certificate 2. Income certificate 3. Domicile certificate 4. Cause List Generation 5. Case Tracking 6. Final Order Generation 7. Issuance of Citation for Recovery (RC) 8. Status of Recovery (RC) 9. Recording of Payments 10. Application for Khatauni 11. Birth certificate 12. Death certificate 13. Handicap Certificate 14. Old Age Pension 15. Family Benefit Scheme 16. Application for Scholarship (Gen & SC/ST) 17. Application for Marriage & Illness Grant 18. Application for assistance against atrocities 19. Pension for widows 20. Dampati Puraskar scheme to promote widow marriage under 35 yrs 21. Financial assistance to women of dowry scheme 22. Legal assistance to dowry sufferers women scheme 23. Grant for marriage of daughter of widow destitute scheme 24. Handicap pension 25. Application for loan to Handicap Person 26. Application for Aids & Appliances 27. Application for Marriage Grants
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28. Registration in Employment Exchange 29. Application for renewal of Employee Registration 30. Issuance of Ration Card 31. Surrender of Ration Card 32. Modification in Ration Cards 33. Duplicate Ration Cards 34. Copy of Kutumb Register 35. Birth certificate (Rural) 36. Death certificate (Rural) 37. Filing of Grievance 38. Tracking of Grievance 39. All Application forms on web for downloading from anywhere 40. Labour Registration 41. Labour Renewal 42. Benefits of Scheme
3. B2C Services
1. PAN Card 2. UID/Aadhar Card 3. LIC Premium Collection 4. NIELIT (Formerly DOEACC) – BCC, CCC, O, A, B Level Courses. 5. Mobile Top-up/Recharge BSNL Recharge GSM, BSNL Top-up GSM, Airtel GSM, Vodafone GSM, Reliance GSM, Reliance CDMA, Tata Indicom GSM, Tata docomo GSM, SP docomo GSM, Airtel GSM, Idea GSM, Uninor GSM, MTS GSM, Vediocon GSM, Virgin GSM, Virgin CDMA, Loop GSM. 6. Internet Data Card Recharge Airtel data card, Reliance data card, Vodafone datacard, Tata Indicom datacard, MTS datacard. 7. Mobile bills payment Airtel GSM, Reliance GSM, Reliance CDMA, Tata docomo GSM, Tata Indicom GSM, Virgin GSM, Loop GSM 8. D2H Recharge - Dish TV, Tatasky, Airtel, Videocon, BIG TV, Sun TV 9. RED Bus - Volvo, AC, Sleeper and other private bus
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Annexure - 2
List of Departments presently participating in e-Suvidha Project
1. Utility Bill Services
1. Madhyancal Vidyut Vitran Nigam Limited. (MVVNL) 2. Nagar Nigam Lucknow. 3. Jal kal Vibhag, Nagar Nigam Lucknow. 4. Bharat Sanchar Nigam Ltd. (BSNL).
2. G2C Services (Certificate/Felicitation Services)
1. Revenue Department. 2. Urban Development Department. 3. Medical & Health Department. 4. Social Welfare Department. 5. Women Welfare & Child Development Department. 6. Handicap Welfare Department. 7. Employment Department. 8. Food & Civil Supplies Department. 9. Panchayati Raj Department. 10. Labour Board 11. All Concerned departments w.r.t. e-District
3. B2C Services
1. PAN Card 2. UID/Aadhar Card 3. LIC Premium Collection 4. NIELIT (Formerly DOEACC) – BCC, CCC, O, A, B Level Courses. 5. Mobile Top-up/Recharge. 6. Internet Data Card Recharge. 7. Mobile bills payment. 8. D2H Recharge. 9. RED Bus
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Annexure - 3
LIST OF ICSC (INTEGRATED CITIZEN SERVICE CENTRE)/E-SUVIDHA CENTRE, PRESENTLY WORKING IN 17 DISTRICTS INCLUDING LUCKNOW OF UTTAR PRADESH
1. LUCKNOW DISTRICT – 60 Centres
S.N. Location Indira Nagar Area – 05 Centres 1. e-Suvidha Centre, 1stFlr UPAVP Bidg., Bhootnath, Indira Nagar. 2. e-Suvidha Centre, Arvindo Park, Munsipulia, Indira Nagar. 3. e-Suvidha Centre, Sect.-25 Power House, Indira Nagar. 4. e-Suvidha Centre, Sect.-14 Power House, Indira Nagar 5. e-Suvidha Centre, HAL Power House, Near HAL, Indira Nagar 6. e-Suvidha Centre, Head Office, Near Gomti Barrage, Gomti Nagar 7. e-Suvidha Centre, Vibhuti Khand Power House, Gomti Nagar. 8. e-Suvidha Centre, Vishwash Khand Power House, Gomti Nagar 9. e-Suvidha Centre Lohia Hospital, Gomti Nagar Chinhat Area – 01 Centre 10. e-Suvidha Centre, Chinhat Power House, Chinhat. 11. e-Suvidha Centre, Sec-4 Gomti Nagar Vistaar, Gomti Nagar Nirala Nagar Area – 01 Centre 12. e-S Centre, Nirala Nagar Power House, Behind Ram Krishan Math 13. e-S Centre, Sinha Market, Near IT Chauraha. 14. e-S Centre, University Gate No.-4 Maha Nagar Area – 01 Centre 15. e-Suvidha Centre, Mahanagar Power House, Subhash Park. Aliganj Area – 01 Centre 16. e-Suvidha Centre, Kapoorthala Power House, Kapoorthala. 17. e-Suvidha Centre, Purania Power House, Aliganj. Daliganj Area – 01 Centre 18. e-S Centre, Daliganj-Aahibaranpur Power House, Sitapur Road. 19. e-S Centre, Ekka Stand Power House,Near Daliganj Bridge Vikas Nagar Area – 01 Centre 20. e-Suvidha Centre, Vikas Nagar Power House, Sect.-5, Vikas Nagar Sitapur road Area – 01 Centre 21. e-S Centre, Engineering College Power House, Sitapur Ring Road Janakipuram Area – 01 Centre 22.. e-Suvidha Centre, GPRA Power House, Chhuiyapurva. 23. e-Suvidha Centre, Sector-6 Power House, Janakipuram. Balshi-ka-talab Area – 01 Centre 24. e-Suvidha Centre, BKT Power House, Bakshi KaTalab. Itaunja Area – 01 Centre 25. e-Suvidha Centre, Itaunja Power House, Itaunja. Lalbagh Area – 01 Centre
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26. e-Suvidha Centre, Nagar Nigam Main office, Lalbagh. Hussainganj Area – 01 Centre 27. e-Suvidha Centre, Husainganj Power House, Vidhan Sabha Marg. Chowk Area – 01 Centre 28. e-S Centre, Victoria Power House, ChowkChauraha, Chowk. 29. e-Suvidha Centre, DC Plant Power, Sabzi Mandi Chauraha, Chowk. Residency Area – 01 Centre 30. e-Suvidha Centre, Residency Power House, Near Residency. 31. e-Suvidha Centre, GTI Power House, Near Basmandi chauraha. Parivartan Chowk Area – 01 Centre 32. e-S Centre, Hanuman Setu Power House, Near ParivartanChowk. Rajendra Nagar Area – 01 Centre 33. e-Suvidha Centre, UPIL Power House, Rajendra Nagar. Sikandarabad Area – 01 Centre 34. e-Suvidha Centre, Clyde Road Power House, Sikanderabad Chauraha 35. e-Suvidha Centre, 1090 (WPL) Chauraha 36. e-Suvidha Centre, MVVNL head office, Gokhale Marg. Aminabad Area – 01 Centre 37. e-Suvidha Centre, Aminabad Power House, Aminabad. Thakurganj Area – 01 Centre 38. e-S Centre, Chaupatiya Power House, Near taxi Stand, Chaupatiyan 39. e-S Centre, Radhagram Power House, thakurganj Aishbagh Area – 02 Centre 40. e-Suvidha Centre, Aishbagh Power House, Aishbagh. 41. e-Suvidha Centre, Jal Sansthan Main office, Aishbagh. Talkatora Area – 01 Centre 42. e-Suvidha Centre, Talkatora Power House, Talkatora. Tikait-rai-talab Area – 01 Centre 43. e-Suvidha Centre, TRT Power House, Tikait Rai Talab. Alambagh Area – 02 Centre 44. e-Suvidha Centre, Chandar Nagar Power House, Alambagh. 45. e-Suvidha Centre, Shringar Nagar Power House, Alambgh Cantt Area – 01 Centre 46. e-Suvidha Centre, Chappan Chauraha Power House, New Cantt. 47. e-S Centre, Cooper Road Power House, Near VVIP Guest House Kanpur road Area – 01 Centre 48. e-S Centre, Kanpur Road Power House, Parikalp Nagar, Alambagh. Ashiyana Area – 01 Centre 49. e-Suvidha Centre, Ashiayana Power House, Ashiayana. Rajni khand Area – 01 Centre 50. e-Suvidha Centre, Ranjikahnd Power House, Rajnikhand. Virandavan Area – 01 Centre 51. e-Suvidha Centre, Vrindavan Power House, Vrindavan. 52. e-Suvidha Centre, Vrindavan Sector 3 Power House, Near Kalindi park Rajajipuram Area – 02 Centre
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53. e-S Centre,Rajajipuram Power House, C-Block, Rajajipuram 54. e-S Centre, Rajajipuram New Power House, tempo stand tiraha. Nadarganj Area – 01 Centre 55. e-S Centre Nadarganj Power House, CESS-1 Amausi Ind. Area. Dubagga Area – 01 Centre 56. e-Suvidha Centre, Dubagga Power House, Basant Kunj. Nakhkhas/NadanMahal Area – 01 Centre 57. e-Suvidha Centre NadanMahal, Chowk, Ram Ram Bank Chauraha Area – 02 Centre 58. e-Suvidha Centre GSI Aliganj 59. e-Suvidha Centre, Faizullaganj Power House, Near Dudwa Mandir Utrethia Area – 01 Centre 60. e-Suvidha Centre Utrethia Power House, Utrethia
2. BARABANKI DISTRICT – 03 Centres
61. e-Suvidha Centre, Ghosiyana Power House, Ghosiyana 62. e-Suvidha Centre, Obary Power House, Obary 63. e-Suvidha Centre, Dhanokhar market, Dhanokhar
3. SITAPUR DISTRICT – 04 Centres
64. e-Suvidha Centre, Exe. Engineer Office 65. e-Suvidha Centre, Santoshi Mata Mandir 66. e-Suvidha Centre, Dak Khana Chauraha KHAIRABAD TEHSIL 67. e-Suvidha Centre, Khairabad
4. LAKHIMPUR DISTRICT – 06 Centres
68. e-Suvidha Centre, Exe. Engineer Office 69. e-Suvidha Centre, Court Chauraha 70. e-Suvidha Centre, Sharda kothi, SDO Office 71. e-Suvidha Centre, Naibasti Power House 72. e-Suvidha Centre, Idgaah 73. e-Suvidha Centre, Garhi GOLA (LAKHIMPUR KHIRI) 74. e-Suvidha Centre, Gola Power House, Gola
5. RAE BAREILLY – 05 Centres
75. e-Suvidha Centre, SDO Office, Beliganj 76. e-Suvidha Centre, Exe. Engineer office, Super Market 77. e-Suvidha Centre, Indira Nagar 78. e-Suvidha Centre, Purana Power House, Madhuban 79. e-Suvidha Centre, Gora Bazar Power House
6. HARDOI – 04 Centres
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80. e-Suvidha Centre, City Power House, NumaishChauraha 81. e-Suvidha Centre, Exe Office , Cinema Chauraha 82. e-Suvidha Centre, Koyalganj SANDILA TEHSIL 83. e-Suvidha Centre, Sandila Power House, Sandila
7. UNNAO DISTRICT – 05 Centres
84. e-Suvidha Centre, Exe Office, Civil Lines 85. e-Suvidha Centre, P D Nagar Power House 86. e-Suvidha Centre, City Power House GANGAGHAT/SHUKLAGANJ TEHSIL 87. e-Suvidha Centre, Magarwara Power House,Magarwara 88. e-Suvidha Centre, Shuklaganj Power House, Shuklaganj
8. SULTANPUR DISTRICT – 03 Centres
89. e-Suvidha Centre, Dariyapur Power House, Dariyapur 90. e-Suvidha Centre, Post Office Power House
9. SHAHJAHANPUR DISTRICT – 06 Centres
91. e-Suvidha Centre, BahadurGanj Power House 92. e-Suvidha Centre, GovindGanj 93. e-Suvidha Centre, Kakra Power House 94. e-Suvidha Centre, Abdulla Ganj 95. e-Suvidha Centre, SDM office, Tehsil
10. PILIBHIT DISTRICT – 03 Centres
96. e-Suvidha Centre, Nakta Dana 97. e-Suvidha Centre, Exe Office Bus Stand
11. FAIZABAD DISTRICT – 06 Centres
98. e-Suvidha Centre, FESU office, Civil Lines 99. e-Suvidha Centre, Chowk Power House 100. e-Suvidha Centre, Lalbagh Power House 101. e-Suvidha Centre, Naka Power House 102. e-Suvidha Centre, Amaniganj Power House 103. e-Suvidha Centre, Ayodhya, Naya Ghat Power House. 104 e-Suvidha Centre, Devkali Power House. RUDOLI TEHSIL 105 e-Suvidha Centre, Rudoli Power House.
11. BADUAN DISTRICT – 02 Centres
106. e-Suvidha Centre, Exe, Engineer Office, Osawa Road 107. e-Suvidha Centre, SDO Office, Panwariya
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13. BAHRAICH DISTRICT-06 Centres
108. e-Suvidha Centre, Exe, Engineer Office 109. e-Suvidha Centre, GhantaGhar Power House 110. e-Suvidha Centre, Hospital Chauraha Power House 111. e-Suvidha Centre, Diesel Power House 112. e-Suvidha Centre, Dargah Road Power House NANPARA TEHSIL (05) 113. e-Suvidha Centre, Nanpara Power House,Nanpara
14. GONDA DISTRICT-02 Centres
114. e-Suvidha Centre, Exe, Engineer Office Gonda 115. e-Suvidha Centre, SDO Office,BadGaon, Gonda
15. AMBEDKAR NAGAR DISTRICT – 02 Centres
116. e-Svidha Centre, Exe, Engineer Office, Akbarpur, Ambedkarnagar 117. e-Suvidha Centre, , Exe, Engineer Office, Tanda, Ambedkarnagar
16. BAREILLY DISTRICT – 13 Centres
118. e-Suvidha Centre, Exe. Engineer Office Div.1 Gandhi Uddyan 119. e-Suvidha Centre, Kutubkhana Power House Div.1 Bareilly 120. e-Suvidha Centre, Chaupla Power House Div.1,Bareilly 121. e-Suvidha Centre, Harungala Power House Div.1 Bareilly 122. e-Suvidha Centre, SubhasNagar Power House Div.1 Bareilly 123. e-S Centre, Exe. Engineer Office, Div.2, Rampur Garden,Bareilly 124. e-Suvidha Centre, Quila Power House Div.2 Bareilly 125. e-Suvidha Centre, C.B. Ganj Power House,Div.2,Bareilly 126. e-Suvidha Centre, Shahdana Power House Div.3 Bareilly 127. e-Suvidha Centre, Model Town Power House Div3 Bareilly 128. e-Suvidha Centre, Rajendra Nagar Power House Div3 Bareilly 129. e-Suvidha Centre, Jagatpur Power House Div3 Bareilly 130. e-Suvidha Centre, Kohrapeeth Power House Div3 Bareilly
17. BALRAMPUR DISTRICT -01 Centres
131. e-Svidha Centre, Near Jharkhandi Mandir, Balrampur
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Annexure 4.
SERVICES TO BE COVERED
The details of citizen services (in addition to Annexure-1 above) proposed to be covered in the ICSC centers are given below:
(a) Commercial Tax Department 1. Trade Tax. 2. Issue/renewal of Trade licenses. (b) Food & Civil Supplies Department 1. Application for copy of kutumb register 2. Application for Ration card 3. Application for Ration card renewal 4. Application for Ration card surrender 5. Application for duplicate card. (c) Social Welfare Department 1. Application of Samajwadi Pension Yojna 2. National Family Benefit Scheme (d) Police Department 1. Filling of Complaint for FIR Registration. 2. Issuance of Certificates for Character, Antecedents, No objection for vehicle etc. 3. Lost & Found. 4. Complaint Registration. 5. FIR Status Tracking. 6. Application for Tenant Verification. 7. Application of Servant Verification. 8. Application of Police verification. (e) Election Commission of India 1. Application for addition of name in voter list. 2. Application for modification of name in voter list. 3. Application for deletion of name in voter list. 4. Application for deletion of name in voter list. 5. Issuance voter certificate/ id card. 6. Duplicate voter certificate/id card. 7. Transposition of voter list. (f) Transport Department 1. Application for learning license. 2. Application for permanent driving license. 3. Application for duplicate driving license. 4. Application for renewal of driving license. 5. Collection of various fees for non-transport vehicles. 6. UPSRTC bus ticket booking. 7. Change of Address of vehicle (Non-Transport only) (g) Stamp & Registration Department 1. Non-Encumbrance certificate. 2. Registration under Hindu marriage act.
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(h) Revenue Department. 1. Solvency certificate. 2. Legal heir ship. 3. Permission for fare. 4. Permission for procession. 5. Registration for marriage under special act. 6. Issuance of marriageability. 7. Solemnized marriage. 8. Land conversion. 9. Application for maps. (i) Urban Local Bodies 1. Property Tax payment. 2. Application for permission of water connection. 3. Application for sewage connection. 4. Allotment of community centers. 5. Application for trade license. 6. Application for building permission. 7. New assessment request. 8. Mortuary/Hearse van booking. 9. Burial ground booking.
(j) Education Department 1. Application for scholarship programs (Merit Oriented).
(k) Health & Family Welfare Department 1. Application for grant from Aarogya Nidhi by BPL. 2. Application for Janani Suraksha. (l) Rural Development Department 1. Application for registration under NREGA. 2. Application for work allotment under NREGA. 3. Application under Indira Awas Yojna (only information). (m) Power Department 1. Application for electricity connection. 2. Replacement of meter. 3. Load change (n) Others. 1. All retrieval information of the selected departments. 2. Scheme under CDO/MLA/MP Nidhi. 3. Tourism: Reservation of Package tour; Reservation of tickets/accommodation. 4. Reservation of Railway Tickets 5. Property/Documentation registration. 6. Issue/collection of Passport Application. 7. Receipt of Application for New Telephone Connection. 8. Sale of Non-judicial stamps. (o) Many others
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Annexure -5
Existing Infrastructure/Assets at e-Suvidha Data Centre/ICSCs
Internal furnishing of CDH/ICSC Centre at eHO, Gomti Nagar, Lucknow.
S.N Particulars of Item (s) Qty. A PD Office 1. VIVA Table with ERU (Godrej) 1 set 2. Executive Chair (Godrej) 1 No. 3. Lateral File Cabinet with a set of key (Godrej) 1 No. 4. Visitor Chairs (Godrej) 6 No. 1.5 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, 5. 1 No. cooling model (VIDEOCON) B SC Office 1. VIVA Table with ERU (Godrej) 1 set 2. Executive Chair (Godrej) 1 No. 3. Lateral File Cabinet with a set of key (Godrej) 1 No. 4. Visitor Chairs (Godrej) 6 No. 1.5 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, 5. 1 No. cooling model (VIDEOCON) C Central Data Hub 2.0 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, cooling 1. 2 No. model (VIDEOCON) 2. Wooden Computer Table for sitting of 3 persons with lock and key 1 No. 3. Wooden Computer Table for sitting of 2 persons with lock and key 1 No. 4. Computer Chairs (Godrej) 6 No. 5. Lateral File Cabinet with a set of key (Godrej) 3 No. D Battery Room 1.5 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, cooling 1. 1 No. model (VIDEOCON) E P.S Room 2.0 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, cooling 1. 1 No. model (VIDEOCON) 2. Wooden Computer table with credenza. With lock and key 2 No. 3. Staff chair (Godrej) 2 No. 4. Visitor Chairs (Godrej) 4 No. F. Reception Area 2.0 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, 1. 1 No. cooling model (VIDEOCON) Wooden reception table for sitting of 2 persons with both side credenza 2. 1 set with lock and key. 3. Computer chair (Godrej) 2 nos. 4. Visitor Chairs (Godrej) 2 nos. 5. Wooden Shetty with cushion 3 nos.
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6. Aluminium fully glazed double pannel door shutter with fittings. 1 no. G Network Room 1.5 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, cooling 1. 1 no. model (VIDEOCON) 2. Wooden staff table with lock and key. 1 no. H. Open Counter Area 2.0 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, cooling 1. 6 nos. model (VIDEOCON) Wooden counters with credenza with fully glazed surrounding over top of 2. counter with arrangement of drawers and doors and operating computer 12 set system with one set (7 No) keys in each. 3. Computer Chair for staff (Godrej) 12 nos. 4. Visitor Chairs (Godrej) 12 nos. 5. Single seater metal perforated chair (Godrej) for waiting space. 30 nos. I Manager/Cashier Room 2.0 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, cooling 1. 1 no. model (VIDEOCON) 2. Wooden staff table with lock and key. 2 nos. 3. Staff chair (Godrej) 2 nos. 4. Visitor Chairs (Godrej) 4 nos. 5. Cashchest (Godrej) 1 no. 6. Lateral File Cabinet (Godrej) 2 nos. J Staff Room 2.0 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, cooling 1. 1 no. model (VIDEOCON) 2. Wooden Computer Table for sitting of 3 persons with lock and key. 2 set 3. Wooden Computer Table for sitting of two persons with lock and key. 1 set 4. Staff chair (Godrej) 8 nos. 5. Lateral File Cabinet with a set of key (Godrej) 4 nos. K Conference Hall 1.5 Ton Capacity A.C. with remote and 4 KVA Stabilizer heating, cooling 1. 1 no. model (VIDEOCON) 2. Wooden conference table. 1 no. 3. Wooden staff table with drawers and doors with lock and key. 1 no. 4. Wooden computer table with lock and key 1 no. 5. Executive Chair (Godrej) 3 nos. 6. Revolving Staff chair (Godrej) 27 nos. 7. Visitors chairs (Godrej) 6 nos. L Store Room 1. Wooden staff table 1 no. 2. One side Teak plywood door shutter with fittings 1 no.
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Annexure -6
Internal furnishing of CDH/ICSC Centre at Jal kal Vibhag, Aishbagh, Lucknow.
S.N Particulars of Item (s) Qty. A Main Hall Wooden counters with credenza with fully glazed surrounding 1. over top of counter with arrangement of drawers and doors and 8 set operating computer system with one set (7 No) keys in each. 2. Reception table(Godrej) for sitting of one person 1 no. 3. Operator Chairs with arm (Godrej) at reception 1 nos. 4. Operator Chairs with arm (Godrej) 8 nos. 5. Metal Perforated Chairs (Godrej) 6 nos. 6. Wooden Settee with cushion 2 nos. 2 Ton Capacity Window type A.C. without remote and 5 KVA 7. 3 nos. Stabilizer heating, cooling model (VIDEOCON) 8. Waiting chairs (each one with three seater) 2 nos. B. Manager / Cashier Room 1. Office table Model T-9 (Godrej) Size1365x680x750mm 2 nos. 2. Revolving Chairs without arm (Godrej) 1 nos. 3. Revolving Chairs with arm (Godrej) 1 nos. 4. Cash chest (Godrej) Model- Defender-26 with a set of Key 1 no.
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Annexure -7
Internal furnishing of CDH/ICSC Centre at Nagar Nigam, Lalbagh, Lucknow.
S.N Particulars of Item (s) Qty. A Main Hall Wooden counters with credenza with fully glazed surrounding 1. over top of counter with arrangement of drawers and doors and 7 set operating computer system with one set (6 No) keys in each. 2. Reception table(Godrej) for sitting of one person 1 no. 3. Chairs with arm (Godrej) 7 nos. 4. Metal Perforated Chairs (Godrej) 6 nos. 5. Wooden Settee with cushion 2 nos. 1.5 Ton Capacity Window type A.C. without remote and 4 6. 2 nos. KVA Steblizer heating, cooling model (VIDEOCON) 2.0 Ton Capacity Split type A.C. without remote and 5 KVA 7. 2 nos. Stabilizer heating, cooling model (VIDEOCON) B. Manager / Cashier Room Wooden chamber partly fixed and partly glazed with two nos. 1. 1 no. doors with fittings, door closer and handel with lock and key. 2. Office table Model T-9 (Godrej) Size1365x680x750mm 1 nos. 3. Chairs with arm (Godrej) 1 nos. 5. Cash chest (Godrej) Model- Defender-26 with a set of Key 1 no. 1.5 Ton Capacity Split A.C. with remote and 4 KVA Stabilizer 6. 1 No. heating, cooling model (VIDEOCON)
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Annexure -8
Internal furnishing of CDH/ICSC Centre at Sri Arvindo park, Indira Nagar, Lucknow.
S.N Particulars of Item (s) Qty. A Main and Side Hall Wooden counters with credenza with fully glazed surrounding 1. over top of counter with arrangement of drawers and doors and 5 set operating computer system with one set (5 No) keys in each. 2. Water cooler 1 nos. 3. Computer Chairs (Godrej) CH 1007 5 nos. 1.5 Ton Capacity Window type A.C. without remote and 4 4. 3 nos. KVA Steblizer heating, cooling model (VIDEOCON) 5. Chairs Metal perforated with P.U. 7 nos. 6. Waiting chairs (each one with three seater) 6 nos. 7. Aluminum window with Leveler Dust Guard. 4 nos. B. Manager / Cashier Room Wooden chamber partly fixed and partly glazed with two nos. 1. 1 no. doors with fittings, door closer and handel with lock and key. 2. Office table Model T-9 (Godrej) Size1365x680x750mm 2 nos. 3. Chairs With arm (Godrej) 2 nos. 4. Visitor Chairs (Godrej) 4 nos. 5. Cash chest (Godrej) Model- Defender-26 with a set of Key 1 no. 1.5 Ton Capacity A.C. with remote and 4 KVA Stabilizer 6. 1 No. heating, cooling model (VIDEOCON) C. Network Room 1. Wooden computer counter with Lock & Key. 1 no. 2. Computer Chairs PCH 4103 2 nos. 1.5 Ton Capacity A.C. with remote and 4 KVA Stabilizer 3. 1 No. heating, cooling model (VIDEOCON) D. Help desk Area 1. Receptions counter with front glass and Lock & Key of draz. 1 no. 2. Office table 1 nos. 2.0 Ton Capacity A.C. with remote and 5 KVA Stabilizer 3. 1 no. heating, cooling model (VIDEOCON) 4. Wooden Settee with cushion 4 nos. 5. Computer Chairs (Godrej) CH 1007 1 nos.
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Annexure -9
Internal furnishing of CDH/ICSC Centre at Bhootnath, Indira Nagar, Lucknow.
S.N Particulars of Item (s) Qty. A Main and Side Hall Wooden counters with credenza with fully glazed surrounding 1. over top of counter with arrangement of drawers and doors and 8 set operating computer system with one set (7 No) keys in each. 3. Computer Chairs (Godrej) CH 1007 7 nos. 2.0 Ton Capacity Window type A.C. without remote and 5 4. 4 nos. KVA Stabilizer heating, cooling model (VIDEOCON) 5. Chairs Metal perforated with P.U. 15 nos. 6. Aluminum window with Leveler Dust Guard. 8 nos. B. Manager / Cashier Room Wooden chamber partly fixed and partly glazed with two nos. 1. 1 no. doors with fittings,door closer and handel with lock and key. 2. Office table Model T-9 (Godrej) Size1365x680x750mm 2 nos. 3. Revolving Chairs With arm (Godrej) 2 nos. 4. Visitor Chairs (Godrej) 4 nos. 5. Cash chest (Godrej) Model- Defender-26 with a set of Key 1 nos. 1.5 Ton Capacity Split A.C. with remote and 4 KVA Stabilizer 6. 1 nos. heating, cooling model (VIDEOCON) C. Help desk Area 1. Receptions counter with front glass and Lock & Key of draz. 1 no. 2. Wooden Settee with cushion 2 nos. 3. Chairs PCH 4103 – I 1 no.
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Annexure -9 A
Internal furnishing of CDH/ICSC Centre at 1090 WPL, Lohia path, Lucknow.
S.N Particulars of Item (s) Qty. A Main Hall Wooden counters with credenza with fully glazed surrounding 1. over top of counter with arrangement of drawers and doors and 4 set operating computer system with one set (4 No) keys in each. 2. Table (Godrej) for sitting of one person 1 no. 3. Visitor Chairs (Godrej) 14 nos. 4. Operator Chairs without arm (Godrej) 4 nos. 5. Metal Perforated Chairs (Godrej) 1 nos. 1.5 Ton Capacity Split A.C. without remote and 5 KVA 7. 1 nos. Stabilizer heating, cooling model (VIDEOCON) 8. CCTV camera + 4 channel DVR 1 nos.
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Annexure -10
Pre-qualification/Eligibility evaluation Criteria
The minimum eligibility criteria that should be satisfied by the Bidders are mentioned below. The formats for the Pre-qualification documents are given as under, unless specified otherwise.
Form Criterion Supporting documents to be submitted with No. the Bid PQ-1 The Bidder Information on Form PQ-1 Relevant supporting documents as per Form Duly filled in and Scanned Copy of format PQ-1 (Format 1-14) 1 to 14 mentioned therein on company‟s To upload letterhead. (a) Scanned Copy of e-Tender Document Processing fee/Cost. (b) Scanned Copy of Earnest Money Deposit (EMD) (c) Proof for Place of Registration of Bidder Firm/Company (Certificate of Incorporation from ROC/Registrar of Firms and Societies). (d) PAN Certificate of the Firm /Company /Societies. (e) Trade Tax/VAT Registration Certificate of the Firm/Company/Societies. (f) Service Tax Registration Certificate of the Firm/Company/Societies. (g) Full particulars of the Consortium partners in the prescribed format– Form PQ-1 and their Roles and Responsibilities PQ-2 Power of Attorney in the name of the Power of Attorney, in the name of person person signing the RFP. signing the RFP, authorizing him to submit/execute this Agreement as a binding document. To upload PQ-3 The Bidder should have positive net worth Audited Balance sheet and Profit & Loss in each of the last three financial years. account Statement of the Bidder for each of (FY 12-13, FY 13-14 and FY 14-15). the last 3 audited financial years FY 12-13, FY 13-14 and FY 14-15. Certificate duly signed by Statutory Auditor of the Bidder confirming the net profit after Tax for each of the specified years. To upload
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PQ-4 The bidder should not have been Self-Declaration certificate stating that the blacklisted for fraudulent practices by organization has not been blacklisted by Central / State / UT Government. Central/State/UT Government and has not been charged for any fraudulent activity as per the format specified in Form PQ-4 To upload PQ-5 The bidder should open an office in Undertaking from the Authorized signatory of Lucknow. Bidder should have at least 40 the Company that an office in Lucknow will permanent IT Professional staff on the be opened when selected. The undertaking Company‟s payroll. should contain the address including the phone and fax numbers and should be in the format should be in the format specified in Form PQ-5. HR letter on the Company‟s letterhead certifying the number of personnel. To upload PQ-6 Certified copy of relevant pages of latest Memorandum and Articles of Association of the Bidder‟s showing Objectives of the Firm/Company/Societies To upload PQ-7 Bid Letter Form accepting the Terms and Conditions of Bid Document To upload
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Annexure -11 Technical proposal evaluation criteria
Srl. Criteria Basis of Valuation Maximum Supporting No. Marks documents A Financial & Professional 10 marks Strength A1 The Bidder should have at 5 marks Financial least Rs. 25 Crores as When No. is Statements average turnover in the last 3 To upload fiscal years (FY 2012-13, FY ≥ ` 75 Cr. : 5 marks 2013-14 and FY 2014-15) from IT and ITes services as ≥ ` 50 Cr. and < ` 75 Cr. defined in RFP. : 3 marks The bidders with greater Turn-over and higher ≥ ` 25 Cr. and < ` 50 Cr. Reserves and Surplus will : 2 marks be awarded higher marks. The bidder should not have incurred cash losses during these years. A2 The Bidders, providing the SEI CMMI application development/ When No. is 5 marks certificate customization, deployment To upload and maintenance as SEI CMMI Level 5 : 5 marks described in scope of work, should have an active SEI SEI CMMI Level 4 : 3 marks CMMI Level 3 or its higher version certification, valid as SEI CMMI Level 3 : 2 marks on date of submission of Bid. B Relevant Experience 21 marks
B1 The Bidder should have at When No. is Experience and least 01 Citizen Centric 3 marks Track Record - 3 projects or above : 3 marks Services Project/IT Enabled Form T-1 Services project valuing to equal to 2 projects and less To upload the tune of Rs 5.00 Crores than 3 projects : 2 marks successfully executed during Successful FY 2012-13, 2013-14 and equal to 1 project : 1 mark execution 2014-15 /Completion The Bidder should have at certificate from B2 When No. is 3 marks least 01 Facility client confirming Management Services 3 projects or above : 3 marks month and year of
project valuing to the tune of equal to 2 projects and less completion of Rs 5.00 Crores successfully than 3 projects : 2 marks rollout if rollout executed during FY 2012-13, is completed 2013-14 and 2014-15 equal to 1 project : 1 mark
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B3 The Bidder should have at When No. is 3 marks OR Completion
least 01 System Integration 3 projects or above : 3 marks Certificate from project valuing to the tune of equal to 2 projects and less Client confirming Rs 5.00 Crores successfully than 3 projects : 2 marks components of executed during FY 2012-13, total scope of 2013-2014 and 2014-2015 equal to 1 project : 1 mark work completed. B4 The Bidder should have at When No. is 3 marks
least 01 Software project 3 projects or above : 3 marks valuing to the tune of Rs 2.00 Crores successfully equal to 2 projects and less than 3 projects : 2 marks executed during FY 2012-13, 2013-2014 and 2014-2015 equal to 1 project : 1 mark
B5 Number of Projects in When No. is 3 marks India/Abroad where the help desk support has been 3 projects or above : 3 marks
provided. equal to 2 projects and less
The work order should have than 3 projects : 2 marks
been issued during FY 2012- equal to 1 project : 1 mark 13, 2013-14 and 2014-15 OR in case if the work order issued is older than the last 3 years in such case it should be an ongoing project till date The Bidder should have at B6 When No. is 3 marks least 01 ICT based Service Delivery Project managing 3 projects or above : 3 marks
minimum 50 Franchise/ equal to 2 projects and less Kiosk resulting minimum than 3 projects : 2 marks 2.00 lacs transactions per month continuously during equal to 1 project : 1 mark FY 2012-13, 2013-14 and 2014-15 The Bidder should have at least B7 When No. is 3 marks 01 web based application software Project, for any 3 projects or above : 3 marks
Government organization/ equal to 2 projects and less PSU‟s successfully executed than 3 projects : 2 marks during FY 2012-2013, 2013- 2014 and 2014-2015 equal to 1 project : 1 mark C Technical Solution and 46 marks Approach & Methodology C1 Technical Solution, Marked will be awarded based 17 marks Approach & Methodology, on details of Solution design for Project implementation including (a) Project Implementation plan including maintenance, execution & Deployment
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methodology for the e-Suvidha project including replication strategy, risk management strategy : 1 mark (b) Proposed Functional Diagram for e-Suvidha :1 mark (c) Proposed e-Suvidha‟s Data Centre and DRS Architecture Diagram: 1 mark (d) Proposed e-Suvidha‟s Centre (ICSC) Architecture Diagram : 1 mark (e) Proposed e-Suvidha‟s Portal Architecture Diagram : 2 mark (f) Implementation methodology for e-Payment : 2 marks (g) Process for Access Control : 1 marks (i) login user-ID and password : 0.5 mark (ii) Bio-Metric control : 0.5 mark (iii) Both (i) & (ii) Above : 1 mark (h) Methodology and Process proposed for transaction reliability, integrity, confidentiality and completeness of data: 2 marks (i) Methodology and Process proposed for comprehensive footprint audit trail system : 2 marks (j) Methodology and Process proposed for security features and overall sensitivity of the database : 2 marks (k) Back-up storage of each day data and its daily incremental data : 2 marks C2 Proposed mode of (a) e-Suvidha Centre to 8 marks Bandwidth/Connectivity e-Suvidha Data Centres (a1) Primary lines i. Min. 256 Kbps : 1 mark
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ii. Min. 256 with expandable bandwidth format : 1 mark (a2) Secondary (backup) lines. i. Min. 256 Kbps : 1 mark ii. Min. 256 with expandable bandwidth format : 1 mark (a3) Internet Connection with backup data card (unlimited) : 1 mark (b) e-Suvidha Data Centre to Department Server i. Min. 512 Kbps : 1 mark ii. Min. 512 with expandable bandwidth format : 1 mark iii. Min. 2 Mbps : 1 mark C3 Implementation Schedule (a) Recruitment and 11 marks Relevant and Methodology training plan for Staff deputed supporting for e-Suvidha Project which documents as per include refresher training and Form T-3 issues of managing turnover of To upload Counter staff : 1 mark (b) Methodology and process to provide existing services and enhanced services during the entire contract period : 1 mark (c) Methodology for transfer of funds collected to the partner bank (s) and ensure security of the fund till the fund pickup for each of the shift/day is done by the partner Bank (s) : 1 mark (d) Customer Satisfaction : 4 marks i. Methodology for error free transactions at e-Suvidha Centre ii. Methodology to measure customer satisfaction. iii. Process for continuous improvement in customer satisfaction measures. iv. Design of Customer helpdesk. The details of method processes and tools proposed. (e) Methodology for
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complying with the Agreement Bidder should give details on how it will meet the Agreement for the duration of the project : 1 mark (f) Methodology for promotion of e-Suvidha project including any monetary commitments : 1 mark (g) Any additional Technology (software/ hardware) to be deployed by CSP for smooth operation of e-Suvidha Project. : 1 mark (h) Any innovation to be deployed by CSP for smooth operation of e-Suvidha Project : 1 mark C4 Presentation on Solution Demonstrate a presentation on 10 Marks Design the Solution Design for project implementation. D Key Resource Profile 23 Marks D1 Project Manager Should be BE/BTech/MCA 1 Relevant with additional qualification information as per PMP/ ITIL preferred, from a Form T-4 recognized university/ To upload institution with 10 years‟ minimum experience (Minimum 01 No. for cluster of 17 Districts) Experience of Citizen service delivery Projects in Government/PSU/ULB ≥ 2 projects : 2 marks 1 Project : 1 mark D2 Operation Manager cum Should beBE/BTech/MCA/MBA 1 Relevant Business Manager from a recognized university/ information as per institution with 5 years minimum Form T-4 experience of similar field OR To upload BCA/Science Graduate with additional qualification MBA preferred, from a recognized university/institution with 10 years minimum experience of similar field. (Minimum 01 No. for cluster
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of 17 Districts) Experience of managing relations with Government Departments and Private stakeholders for citizen service delivery projects: ≥ 2 projects : 2 marks 1 Project : 1 mark D3 Technical Manager Should be BE/BTech/MCA 1 Relevant from a recognized university/ information as per institution with 5 years‟ Form T-4 minimum experience OR BCA To upload from a recognized university/ institution with 10 years‟ minimum experience (Minimum 01 No. for cluster of 17 Districts) Experience of Technical aspects of Citizen Service delivery projects ≥ 2 Projects : 2 marks 1 project : 1 mark D4 Account Executives Should be minimum Graduate/ 2 post- Graduation in Commerce discipline from a recognized university/ institution with 5/2 years‟ minimum experience respectively in similar field. ((Minimum 02 No. for cluster of 17 Districts) Experience of managing day- to-days Accounts activities, liaising with partner bank & transfer of fund (as per day‟s arrangement) & reconciliation of accounts and any other job assigned to. ≥ 2 Projects : 2 marks 1 Project : 1 mark D5 Operation Executive / Should be minimum graduate in 1 Relevant Zonal Leader/ any discipline with additional information as per Circle Leader/ qualification CCC preferred, Form T-4 works supervisor from a recognized university/ To upload institution with10years minimum experience in similar field. (For ≤ 05 division/01 Zone -
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01 person shall be posted and any increase to be decided upon requirement for more Division/Zone of each district) Experience of managing day- to-days Operation activities of the assigned Centres, Indent to partner bank & transfer of fund (as per day‟s arrangement) and reconciliation of accounts and any other job assigned to. ≥ 2 Projects : 1 mark 1 Projects : 0.5 mark D6 Zonal/District Leader Should be minimum graduate 1 Relevant in any discipline from a information as per recognized university/ Form T-4 institution with 3 years‟ To upload minimum experience in similar field (01 each for each district) Experience of managing day- to-days operation of the Centres, make even reliever duty at Counter, transfer of daily fund, liaising with bank to transfer of fund (as per days arrangement) and any other job at district level Software D7 Project Manager (IT) Should be BE/BTech/MCA 1 Relevant with additional qualification information as per MBA (IT) preferred, from a Form T-4 recognized university/ To upload institution with 10 years‟ minimum experience
Experience of handling Solution Design of application development Projects and data Centre and DRS Architecture, Portal Architecture, Quality and Audit Trail Architecture , Payment Gateway Design. ≥ 2 Projects : 2 marks 1 project : 1 mark D8 Database Administrator Should be BE/BTech/MCA with 1 Relevant 5 years‟ minimum experience. information as per
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Form T-4 Experience of managing To upload databases, experience with SQL Server ≥ 2 Projects : 1 mark 1 project : 0.5 mark D9 Network Administrator Should BE/BTech/MCA with 1 Relevant additional CCNA preferred information as per with 2 years‟ minimum Form T-4 experience. To upload
Experience of handling Network Architecture , Security Architecture ≥ 2 Projects : 1 mark 1 project : 0.5 mark D10 Hardware/Network Should be BE/BTech/MCA or 1 Relevant Engineers Polytechnic Diploma with 2 information as per years minimum experience or Form T-4 graduate with minimum 5 years To upload experience in similar field. (03 No. for Lucknow and 01 no. for other each district) Experience of handling maintenance of hardware /network equipment‟s ≥ 2 Projects : 3 marks 1 project : 2 marks D11 Application Engineers Should be BE/BTech/MCA with 1 Relevant 2 years minimum experience information as per (02 No. at Data Centre, Form T-4 Lucknow and more than 02 on To upload requirement)
Experience of applications using .NET framework and SQL Server. ≥ 2 Projects : 2 marks 1 project : 1 mark D12 Developers Should be BE/BTech/MCA with 1 Relevant 5 years‟ minimum experience. information as per Form T-4 Experience of applications To upload using .NET framework and SQL Server. ≥ 2 Projects : 2 marks 1 project : 1 mark D13 Testers Should be BE/BTech/MCA with 1 Relevant
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5 years‟ minimum experience. information as per Form T-4 Experience in testing To upload applications developed on .NET framework and SQL Server. ≥ 2 Projects : 1 mark 1 project : 0.5 mark D14 UI developer/Designers Should be BE/BTech/MCA with 1 Relevant 5 years‟ minimum experience. information as per Form T-4 Experience in designing web To upload based applications ≥ 2 Projects : 1 mark 1 project : 0.5 mark D15 Maintenance Supervisors Should be with 20 years‟ 1 Relevant minimum experience. information as per Form T-4 Experience of handling To upload maintenance of Electrical/ mechanical and miscellaneous work ≥ 2 Projects : 1 mark 1 project : 0.5 mark D16 Maintenance workman Should be with 5 years‟ 1 Relevant minimum experience. information as per Form T-4 Experience of handling To upload maintenance of Electrical/ mechanical and miscellaneous work ≥ 2 Projects : 1 mark 1 project : 0.5 mark E Bidder's /Consortium local Existing setup in Lucknow/ 1 Relevant presence other places in Uttar Pradesh. information as per Form T-5 To upload F Assets to be Created by the Maximum value of Proposed 5 Relevant Bidder Assets over & above ` 5.00 information as per Crores to be created in entire Form T-6 To upload period of the contract.
Total 100
The criteria for technical bid evaluation and scoring pattern total of 100 marks thereof. The only Bidder scoring minimum 70 marks and above would qualify for opening of their financial bid.
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Annexure -12
Criterion for Evaluation of Financial Bids of the Principal Bidder for e-Suvidha
Price schedule for G2C services
OFFERED TRANSACTION CHARGES
PER TRANSACTION CHARGES SERVICE DETAILS IN INDIAN RUPEE (excluding Applicable Service Tax, which would be paid extra) Utility bill/Tax payment and similar services
Note: 1. The e-Suvidha’s evaluation of a Financial bid for selection of Service Provider shall be based on lowest rate quoted (L-1 basis) excluding service tax as applicable. 2. Service Provider shall be given agreed (accepted on L-1 basis) per transaction charge plus applicable service tax for Utility bill/Tax payment and similar services. There will no revenue sharing for Utility bill/Tax payment and similar services collection activities. 3. The revenue sharing for G2C Services (i.e Tax, Certificates, Permit/Licenses, Facilitation payment etc.) would be 12.5% to e-Suvidha and 87.5 % to Service Provider on each transaction charge (as fixed by Govt. on time to time basis) as received. 4. The prescribed fee for G2C Services i.e Certificates, Permit/Licenses, Facilitation etc. shall be payable by the Citizen. 5. The revenue sharing for B2C Services would be 25 % to e-Suvidha and 75 % to Service Provider on each transaction charge as received from Aggregator/Specified Provider.
PS :Those Bidders scoring 70 marks or above would qualify for opening of their financial bids.
END OF DOCUMENT
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