RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
Request For Proposal Part - I
AP Urban Mee Seva Centres Project (Functional & Technical Specifications)
under Build, Operate, Maintain and Transfer (BOMT) Model
October 2015
O/o. Director, Electronic Services Delivery Ground Floor, Road No. 7, Banjara Hills Hyderabad - 500 034, India. Phone: 040-2335 4716, 17
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Proprietary & Confidential
This document contains proprietary information furnished for evaluation purposes only. No part of this document can be reproduced in any form or by any means, disclosed or distributed to any person without the prior consent of ESD to the extent required for submitting bid and such information may not be published, disclosed, or used for any other purpose. You acknowledge and agree that this document and all portions thereof, including, but not limited to, any copyright, trade secret and other intellectual property rights relating thereto, are and at all times shall remain the sole property of ESD and that title and full ownership rights in the information contained herein and all portions thereof are reserved to and at all times shall remain with ESD. You agree to take utmost care in protecting the proprietary and confidential nature of the information contained herein.
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Table of Contents News Paper Advertisement ...... 5 Tender Call Notice ...... 6 A. Introduction to Mee Seva Project ...... 7 B. Scope of the project...... 10 1. Scope in Detail ...... 10 2. Takeover of Urban MeeSeva Centers ...... 12 3. Period for establishment ...... 12 4. Utilization of existing assets: ...... 12 5. Expected Outcome: ...... 13 C. Roles and Responsibilities ...... 14 1. Responsibilities of ESD...... 14 2. Responsibilities of Service Provider ...... 15 3. Responsibilities of Departments/Agencies ...... 18 4. Responsibilities of GOAP ...... 19 5. Other Roles & Responsibilities: ...... 20 D. Functional Requirements ...... 21 1. MEE SEVA Architecture ...... 21 2. Urban MEE SEVA Centers ...... 22 3. Citizen Services ...... 24 4. Typical Bill Payment sub-system: ...... 24 5. Other sub-systems: ...... 25 6. Business Services ...... 25 7. Expansion of Services ...... 26 8. Service Quality Parameters ...... 26 9. Transaction Volumes ...... 27 E. Technical Requirements of MeeSeva System ...... 27 F. Operational Requirements ...... 29 1. Requirement to comply with MOUs ...... 29 2. Business Function & Performance ...... 29 3. Time Schedule ...... 29 4. Operations & Maintenance ...... 29 5. System Support ...... 30 6. System Administration ...... 30 7. Network Administration ...... 30 8. Productivity ...... 31 9. Quality Standards ...... 31 10. Manpower Deployment ...... 31 11. Deliverables ...... 31 12. Project Management ...... 32 13. Work Program ...... 32 14. Reports ...... 32 15. Training ...... 32
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16. Supply of Consumables ...... 33 17. Roles of Service Provider, ESD and Department ...... 33 18. ACCEPTANCE TESTING & CERTIFICATION ...... 33 G. ANNEXURES ...... 34
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News Paper Advertisement
Government of Andhra Pradesh O/o. Director, ESD (Mee Seva) Ground Floor, Road No. 7, Banjara Hills Hyderabad - 500034
Tender Call Notice for Build, Operate, Maintain & Transfer (BOMT) AP Urban Meeseva Centre Project
Schedule of Tender Events:
Bid Calling Date 15.10.2015 Pre-Bid Conference Date/Time 27.10.2015, 03.30 PM, @ O/o. ESD, GoAP Bid Submission Date/Time 31.10.2015, 03-00 PM (Drop Box) Bid Opening Date/Time 31.10.2015, 03-30 PM (Three parts bid ) Bid Document Fee (per zone) Rs.10,000/- DD in favour of Director, ESD, Meeseva, AP (non refundable) ESD Contact person Asst. Secretary (Admn) 91009 79646 ESD Reference No. 90/ESD/Tech/CMC/2015
For further details regarding detailed Tender Notification, specifications please visit 1) www.apit.ap.gov.in or 2) www.ap.meeseva.gov.in or 3) www.esevaonline.ap.gov.in or 4) www.eseva.ap.gov.in portals to download the bid documents (Parts I & II) for reference. However, you have to collect the Physical Bid Document in our office to be submitted along with tender.
Contact Nos.: 91 (40) 2335 4717, Fax: 91 (40) 2335 4716 Email: [email protected]
Director, ESD (Mee Seva), AP
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Tender Call Notice
Government of Andhra Pradesh O/o. Director, Electronic Services Delivery, (Mee Seva) Ground Floor, Road No. 7, Banjara Hills, Hyderabad - 500 034, India. Contact Nos.: 91 (40) 2335 4717, Fax: 91 (40) 2335 4716 Email: [email protected]
Tender Call Notice for Build, Operate, Maintain & Transfer (BOMT) AP Urban Meeseva Centre Project
Schedule of Events:
Bid Calling date 15.10.2015 Last Date / Time for Clarification 27.10.2015, 02-00 PM request Pre-Bid Conference Date / Time 27.10.2015, 03-30 PM Last Date / Time for Sale of document 27.10.2015, 02-00 PM Bid Submission Date / Time 31.10.2015, 03-00 PM (Drop Box) Bid Opening Date / Time 31.10.2015, 03-30 PM (Three parts bid) Bid Document Fee (per zone) Rs.10,000/- DD in favour of Director, ESD, Meeseva, AP (non refundable) ESD Contact person Asst. Secretary (Admn) 91009 79646 ESD Reference No. 90/ESD/Tech/CMC/2015
For further details regarding detailed Tender Notification, specifications please visit 1) www.apit.ap.gov.in or 2) www.ap.meeseva.gov.in or 3) www.esevaonline.ap.gov.in or 4) www.eseva.ap.gov.in portals to download the bid documents (Parts I & II) for reference. However, you have to collect the Physical Bid Document in our office to be submitted along with tender.
Solution or Service required in brief:
The Director, ESD (MeeSeva) calls for a proposal for Urban MeeSeva Centres Project from qualified, experienced, technically & financially sound and reputed Service providers on Build, Operate, Maintain & Transfer (BOMT) Model to take over Urban MeeSeva Centres from the existing Two Service Providers and, if required to build new centres in the Region allotted to the bidder for a period of 3 years from the date of signing of Contract. The project area of AP state is divided into 2 Zones (Zone I - Srikakulam, Vizianagaram, Vishakapatnam, East Godavari, West Godavari and Krishna. Zone II – Guntur, Prakasam, SPSR Nellore, Ananthapuramu, Chittoor, YSR Kadapa, Kurnool districts). Bidder can bid for Zone I or Zone II or Both. However separate bid documents should be purchased for each zone and bid should be submitted for each zone individually with separate EMD for each zone.
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A. Introduction to Mee Seva Project The Government of AP (GOAP) as part of its vision to provide Good Governance to its citizens, 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 Quality, Transparency, Convenience, Certainty and Accountability in providing such services through the concept of a 'One-Stop- Shop' facility. One such initiative was Urban eSeva centres project which was implemented in the year 2001 as a pilot on BOOT Model and implemented successfully in all the Municipal towns of AP by 2003. The list of services presently being delivered through MeeSeva and list of Departments presently participating in MeeSeva in Districts are enclosed in annexure-I.
MeeSeva, easier, faster is an online, web based, transparent and secured citizen-centric service facility to provide convenient access to the citizens without any need for them to go to multiple Government offices for getting their work done. The certificates are issued with digital signatures of the authorized signatories in consonance with the Information Technology (Amendment) Act, 2008 and Andhra Pradesh Information Technology Rules (Electronic Service Delivery) Rules 2011. Certificates will be printed on Secured Certificate Stationery.
1. Present Environment MeeSeva Project consists of two portals namely Central Portal (B2C services) and MeeSeva portal (G2C services). The Central portal and MeeSeva Servers are located at AP State Data Centre (APSDC), Hyderabad at present and may be relocated as per GoAPs orders in futures. M/s e-Centric & Consortium Partners are maintaining Central Architecture application portal (B2C) inclusive of SSDG services. The MeeSeva Portal inclusive of e- District services are maintained by M/s APOnline, M/s HP and M/s Trimax. The present MeeSeva Centers Service Providers (M/ CMS, M/s Sreeven, M/s APOnline for Rural Areas and M/s DMC & M/s HCL for Urban Areas) function as an interface with citizen who could avail services through these portals.
The Rural Andhra Pradesh was divided into 3 zones and 3 Service Providers are maintaining the existing rural MeeSeva centers viz., M/s CMS, M/s APOnline and M/s Sreeven Info.
The urban Andhra Pradesh was divided into 2 zones and 2 Service Providers are maintaining the existing urban MeeSeva centers viz.. M/s DMC and M/s HCL.
Two servers were installed at AP State Data Centre (APSDC) and one allotted to each service provider for all processes including centre authentication to login. Hardware, System Software – Operating System, Oracle RDBMS, Tomcat, Web logic servers and Semantic Anti Virus and other application softwares are installed and running at present.
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2. Urban Centre Infrastructure: Urban MeeSeva centers having up to 10 counters are owned by Govt, Andhra Pradesh with the hardware and infrastructure like desktop computers, printers, scanners, networking equipment, Aadhaar kit (IRIS & Biometric), fake currency detectors, currency counting machine, furniture & fixtures, Air conditioners, TV / display system, Queue management system at selected places, counters and suitable manpower.
3. Connectivity through APSWAN: - Each urban centre is connected over APSWAN from nearest port with a pool of private IPs allocated to authenticate at Service Providers server. - Urban Franchisees are connected through internet into respective Service Providers servers located at APSDC for primary authentication using MAC address.
4. Services: - G2C MeeSeva transactions are done through a single sign on authentication by the Service Providers and the transactions are recorded at both MeeSeva Server & Service Provider’s Server. - B2C MeeSeva transactions are done through a single sign on authentication by the Service Providers and the transactions are recorded at both Central Portal Server & Service Provider’s Server. - District Level services like Municipal corporation / movie tickets etc are recorded in Service Providers servers (may be migrated to Central Portal soon, to achieve any service any where model). - Need to provide addition of new MeeSeva franchisees module also.
5. E-Taal: - Transaction counts of G2C & B2C and local services are shared to Central Portal and in turn to Government of India’s e-Taal portal for national level monitoring of e-Transactions.
6. Admin Setup: One administrative officer (AO) of the rank of Deputy Tasildhar manages the urban centers of entire district. He oversees the maintenance and running of the centers, keeps track of the amounts collected, makes payment to departments from JC pooling account and releases commission to Service Providers. AO pays IT and Service Tax also. He is the overall custodian of the centers in the district.
7. Present Financial Flow: - AOs are nodal officers for urban MeeSeva payments at the District level.
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- The identified banker picks up the money collected from every centre at the end of the day and deposits into Joint Collector pooling account. - The Service Providers are depositing the money collected on a post paid model ie. On the same/subsequent day through Cash collection agency. - AOs operate Joint Collectors’ pooling account based on MIS reports, process & disburse payment, commission to departments & Service Provider and also retain the ESD component locally. - For certain services, ESD head office withdraws amount from JC pooling account into ESD account for centralized disbursement of payment to departments.
8. Future Proposal: - The model may continue till all the services are centralized and effective reconciliation system in place. - After that, disbursement to department may be centralized and disbursement could be made by ESD head office. - The existing model could be converted into a prepaid top up model where Top up credit gets depleted while transacting and the same has to be replenished sufficiently. (Depositing 5 days worth transactions money in advance as prepaid Top up will be ideal).
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B. Scope of the project
Director, ESD calls for proposal from qualified, experienced, financially and technically sound and reputed Service providers on Build, Operate, Maintain and Transfer (BOMT) Model for Urban MeeSeva Centres in the Zones allotted to bidder for a fixed period of 3 years from the date of signing of Contract. The project area of AP state is divided into 2 Zones (Zone I - Srikakulam, Vizianagaram, Vishakapatnam, East Godavari, West Godavari and Krishna. Zone II – Guntur, Prakasam, SPSR Nellore, Ananthapuramu, Chittoor, YSR Kadapa, Kurnool districts). Bidder can bid for Zone I or Zone II or Both. However separate bid documents should be purchased for each zone and bid should be submitted for each zone individually with separate EMD for each zone.
1. Scope in Detail
a. Provision of Integrated Citizen Services through MeeSeva Centres / MeeSeva Urban Franchisees in conformity with the terms and conditions of RFP / MOU. b. Replacement, Procurement, Maintenance and Up gradation of Hardware, Software, Network and Ancillary equipments of Urban MeeSeva Centres from time to time so as to meet the standards of quality of existing service and new services added as and when required as per RFP. c. Maintenance, Repair or replacement of furniture and interior of MeeSeva Centres and District HQ Centre from time to time. d. Connecting to the Central Portal (B2C) / MeeSeva Portal (G2C) conforming to architectural, performance and security requirements. e. Connecting the participating departments through the MeeSeva Data Centre conforming to architectural, performance and security requirements specified in the RFP as and when required. f. Operation and Maintenance of the centres to conform to the requirements of RFP during the contract period. g. Supply and meeting of expenses of Counter Operators and Shift Manager Cum Accountant at each Centre in every shift as per RFP h. Supply and meeting of expenses of one DEO and one office boy for the office of Administrative Officer (AO), ESD at District HQ Centre. i. Establishment and Payment to Urban Franchisees wherever required with due permissions. j. Provision of office cabin of at least 64 sft for AO at one of the centres at each District HQ Centre equipped with, one table, three chairs, one PC, Internet connectivity and One Laser printer. Stationary and Printer Cartridges for printer will be the responsibility of bidder concerned. But rest of consumables for printer if any will be the responsibility of Bidder. k. Supply of consumables, Currency Counting machines, Fake currency detection machines, stationery and media, and any other material required essentially to provide the services and MIS reports for department and ESD.
Page 10 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I) l. Meeting the cost of technical manpower, electricity, telephone, ISDN / Internet bandwidth charges, safe drinking water, housekeeping, Courier charges for sending documents/instruments received from citizens to Department / Agency concerned (Service provider can collect courier charges as fixed by ESD , Group Insurance charges and insurance of assets against electricity short circuit, theft, burglary, fire, flood, cyclone, earth quake and for secure transfer of Cash and Instruments from urban MeeSeva centre to designated bank, fidelity insurance charges during the entire contract period. However, Leased line charges for connecting MeeSeva centres with Data Centre and Data Centre Site with Departments/Agencies will be the responsibility of ESD. Central Portal (B2C) or MeeSeva (G2C) team will put in effort in Integration of the existing / new applications services added by departments from time to time relating to various departments and other agencies with MeeSeva system. The selected bidder has to support in integration and training their operators / franchisees subject to the same Technical & Commercial terms. m. Development / Integration of Front End application for accessing Department/Private agency data base to provide services to citizens and MIS reports to Department/Private Agencies. n. Maintenance of all back up of data pertaining to the transaction made by the bidder in the Urban MeeSeva Centres for future reference and reconciliation. o. Provision of B2C services and other services as & when approved by ESD. p. Ensuring that the provision of counter services shall conform to the Service Level agreement and other terms and conditions as defined in the RFPs. q. Extension of the services though new urban meeseva centres / franchisees that the Government may decide to open during the currency of the contract subject to same technical and commercial terms. It will be the responsibility of Service Provider to provide all required men and material including furniture on par with existing similar Urban MeeSeva centres. ESD will provide only bare space and Leased line connectivity as indicated above and rest of things will be the responsibility of Service Provider. r. All assets including software created / maintained / upgraded by Service Provider shall become the property of ESD on payment of nominal amount of Rs.100/- to Service provider at the end of the contract period. s. In case of termination of contract earlier than its normal period on any ground, ESD at its discretion may compulsorily acquire assets created by Service Provider including OS, RDBMS and other software. (Excluding MeeSeva Software) at depreciated value. t. ESD will always have complete ownership over MeeSeva software application. u. Any other function which is essential to meet the requirements of services as per terms and conditions of RFP. Whether a function is essential or not, that will be decided by ESD. v. To provide B2C / G2C services in a convenient and efficient manner through existing Mee Seva Centres in the districts and new centres added from time to time spread over in the districts. w. To enhance the accountability, transparency and responsiveness to citizen's need.
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x. To provide cost-effective methods for the services to the departments and agencies y. To provide efficient and real-time MIS reports (soft & hard copies) to the departments /ESD. z. To ensure quality and certainty of providing the services through enforcement of a Quality parameters. aa. 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. bb. MEE SEVA Project will be evaluated periodically through independent agencies to ascertain whether these objectives are being achieved, adopting an appropriate structured methodology.
2. Takeover of Urban MeeSeva Centers
The Selected service provider shall prepare a plan of action for smooth takeover of operation of MeeSeva from the exiting service providers. Plan of action shall be submitted by selected service provider at the time of signing of contract. The selected service provider shall work along with existing service provider for 15 days subsequent to the date of signing of contract. During this period of 15 days, no transaction charges will be payable to newly selected service provider.
3. Period for establishment
The Selected service provider shall replace / upgrade all existing hardware and other peripheral equipments upgrade OS, RDBMS and Antivirus and other softwares in use to latest versions (Versions released in India). The selected service provider has to carry out Painting to all MeeSeva Centres, Replace Sign Boards and repair or replacement of furniture on signing of contract. Bidder shall make electronic Queue Management System operational of signing on contract. The said works are to be completed as per the time schedule furnished in the tender documents.
If your firm is interested in participation, please ask the contact person for details or visit our web sites as shown in Tender Call notice page before. A complete set of Bid documents is placed at Website for information. However, you have to obtain copy of bid document by paying Bid Document fee through DD in favour of The Director, ESD-AP payable at Hyderabad. And the purchased bids must be submitted with signature in every page of the document as a token of acceptance of terms and conditions laid in the RFPs. Bid will be accepted only from those bidders who have paid Bid document fee as indicated above. Non payment of Bid document fee will make the bid as non responsive. Bid document is not transferable.
4. Utilization of existing assets:
As per previous contract, all the assets created by existing service provider of MeeSeva stands transferred to ESD at the end of the contract. These assets on ‘as is where is’ condition will be available to new service provider till the replacement period
Page 12 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I) indicated in the document. ESD will have no objection for replacement of existing hardware with new hardware on buy back basis. ESD will not claim any compensation for existing old hardware. Similarly Service provider can also use existing MeeSeva application software and other software being used in MeeSeva project free of charge.
5. Expected Outcome:
Given that considerable public and private resources have gone into the establishment of the MEE SEVA project, it is essential to lay down a set of expected outcomes that would be witnessed and experienced in the Project. These outcomes in broad terms are: a. The citizens should get all the services of government that are made available electronically to MeeSeva, during indicated time periods on Government working days and holidays but without any relation to the jurisdiction of a particular office of a particular department or agency within a particular District. b. The quality of service should be in accordance to the best practices in the industry for Citizen Service. c. It should be possible to strictly enforce MeeSeva Citizen's Charter in respect of quality, efficiency and responsiveness in the provision of services. d. MEE SEVA is 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.
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C. Roles and Responsibilities
The following are the roles and responsibilities of GOAP, the selected Service Provider, Participating Departments and the ESD.
1. Responsibilities of ESD.
The Director, ESD will be over all in charge of MeeSeva project. It will be the duty of ESD to secure permissions required for providing the MeeSeva system with access to the databases of the associated departments as needed, in consultation with the departments. Major responsibilities of the ESD include.
a. Ensuring a close coordination with all the participating departments. b. Releasing the timely payments towards the service charges to Service Provider subject to release of transaction charges by the respective departments. c. Payment of leased line charges for connectivity between MeeSeva centres and Data Centre and Between Data Centre and Participating Departments/Agencies. In case of Leased lines to Private agency server, Leased line charges will be paid by ESD if Agency Server is situated within respective District. If such servers (Private Agency Servers) are outside respective District, payment of leased line charges from Data Centre to Agency server will be the responsibility of bidder. If required, ESD will also be responsible for payment of leased line charges for connectivity between Data Centre and DR site if DR site is within Andhra Pradesh State. If DR site is out side Andhra Pradesh State, connectivity charges between Data Centre and DR site will be the responsibility of Bidder. d. Ensuring provision of quality service by MeeSeva to Citizens. In case of default, levying penalties on the Service Provider for default e. Review of MIS reports and functioning of MeeSeva project for taking corrective steps to meet the objectives of the project f. Collecting the service charges from the participating departments g. Identification of New Services along with Service Provider to be introduced in the MEE SEVA project. h. Co-ordination with govt. departments in securing fast track clearances for connectivity between the data centre of MeeSeva and backend department on the one hand and the data centre and the Service centres of MeeSeva on the other hand. i. Over all supervision of MeeSeva functioning. j. Ensuring that the Service Provider is responsive to the need of the citizens and putting in place appropriate grievance lodging and redressal mechanisms for this purpose; k. Ensuring that the departments participating in MEE SEVA comply with their responsibilities l. Fixing Transaction charges for newer G2C services not covered by contract at the time of its signing.
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m. Fixing of upper limit for courier charges. n. ESD reserves the advertisement rights in and around the Urban MeeSeva Centre premises / meeseva receipts / sign boards etc. Income out of advertisement will be shared between ESD and service provider. o. Any other action deemed fit to maintain the scope of the Project.
2. Responsibilities of Service Provider
MEE SEVA Project is implemented in a Public Private Partnership (PPP) Model built on BOMT model. It is the primary responsibility of the Service Provider to run MeeSeva as per the spirit and terms and Conditions of the contract. The business model is Transaction-Based service charges payable to the service provider by the ESD on a monthly basis for the present. The following are roles and responsibilities of the Service Provider for the MEE SEVA Project:
a. Maintenance of Softwares: Maintaining, Changing, upgrading and Developing new software application for existing as well newer services. The service provider shall upgrade software like OS & RDBMS, Antivirus, Firewall, Security software etc to latest version within 30 days of release of newer version in India. Bidder shall take steps for 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’s like OS, Database, Antivirus Security software etc from time to time to meet the requirements of security and quality of service. b. Procurement / Replacement and Maintenance of Hardware: Bidder shall replace entire IT Hardware with new hardware including Currency Note Counting machines and Fake currency detecting machines within 90 days from the date of signing agreement Maintenance and up gradation of all components of IT hardware from time to time to meet the requirements of quality of service and update the stock register promptly and produce on demand. c. Connectivity: Providing required hardware and connectivity of adequate bandwidth from MeeSeva data centre up to Department/Private Agency server/LAN and between MeeSeva Centre and Data Centre through most economical and suitable technology. This could be through Leased Line, Wi Max, OFC, or any other suitable technology along with back up connectivity of most suitable and economical technology. However, Leased Line service provider in such cases will be selected by ESD and the leased line will be in the name of ESD. Payment of Leased line charges will also be the responsibility of ESD (But in cases of connectivity to server/LAN of Private Agencies, ESD will be responsible for charges within respective District only. If Private agency server/LAN is situated out side respective District, in such cases Leased line charges from Data centre to the Agency server will also be the responsibility of Bidder). Procurement of Modems/Routers for leased lines will be the responsibility of Bidder. Charges for all other modes of connectivity like WiFi, ISDN, and VSAT etc including hardware cost will be the responsibility of the service provider. d. Protecting IT infrastructure and Data from Virus attack, unauthorized
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access/modification/deletion of data. Service provider shall be responsible for any loss or damage suffered by ESD, Departments or Citizens due to such causes. The bidder will also be liable legally in such an event. e. Service provider shall be responsible for payment of all running expenses like but not limited to Electricity, Water, Sewage, Manpower, Courier, Postage, Telephone and Fax Communication, Consumables and Stationery etc. f. Provision of all types of stationery required for printing of Receipts, Certificates, Accounts/Accounts Books and all MIS reports. g. Provision and meeting charges thereof for Shift Manager Cum Accountant at each Centre for supervising centre and handling of accounts/cash and safe transfer of Financial Instruments and cash to designated bank by every day end. h. Denial of service to citizen is a punishable offence, hence as per ESD rules and penalty would be imposed suitably. i. Providing trained counter operators to MEE SEVA counters and to meet peak hour requirements. Service Provider will be responsible for providing required manpower for centre operation including training, supervision and control over Counter operators. The Service Provider would be responsible for making all payments / wages / commissions on or before 07th day of every month positively as per the government rules issued from time to time including all the statutory payment on account of manpower, minimum wages as per Labour Act, PF, ESI with proof of payments. Service Provider indemnifies ESD against any violation of Labour Laws etc in the Man Power engaged for the centre. j. Operation and Maintenance of Data centre at existing Central Location in the respective district for hosting the MeeSeva applications. Data Centre must be up graded from time to time to meet the transaction load of MeeSeva to meet the technology requirements. Data centre to have production server and backup server. Test server could be placed at any one centre with in the Districts allotted to Bidder for testing applications. This may be dispensed with change in technology up gradation. k. Service Provider shall carry out colour wash/white wash of all MeeSeva Centres and Data Centre within 60 days from date of signing of the agreement and repaint once in a year to maintain good look and feel. l. Replacement and Maintenance of MeeSeva Sign Boards in good condition to present a nice look and feel. m. Repair / replace the existing furniture and maintenance of Furniture in good condition during the contract period. Maintenance of Electrical Fittings, Tube Lights, Bulbs, Fans, Air conditioner, TV, Display units, eQMS etc during entire contract period and updation in the register concerned. n. All furniture (similar in design and quality of existing furniture at existing MeeSeva centres) required at new MeeSeva centres will be provided by service provider. o. The service provider shall establish a single portal for all the districts allotted to him and maintain the Portal for providing MeeSeva services
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through Internet payment gateway and information services (MIS) through Internet. Service provider must upgrade portal hardware, software and internet bandwidth from time to time to meet the expectations of Citizens. Payment of Internet bandwidth charges including leased line charges for such Internet connection will be the responsibility of Bidder and may have to integrate with MeeSeva / Central Portal through best technology suitable. p. The Service Provider has to conform to ISO 9001 & 17799 compliance standards minimum at the Data centre, DRS and MeeSeva centres within 6 months of signing of contract. 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 ESD. q. Collection of money in the form of cash, cheques, DD, Debit Cards and credit cards or Challan for selected services from the citizens at the MeeSeva Service Centres, accounting for the same and remitting it to the designated bank daily strictly in accordance with the procedure laid down by ESD from time to time. Service provider has to Support cash pick up handover on timely basis. Payment modes may vary from time to time. r. The Service provider will be solely 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 remittance by the operators or any other members of staff deployed by the Service Provider. Loss if any will be recovered from the payables of service provider. s. Provision of Watch and Ward staff to safe guard the assets of MeeSeva at each of the MeeSeva Centre and Data Centre. t. Installation of CC Cameras for every centre and integration with the server at suitable location has to be carried out within 2 months of the signing of the contract. u. Insurance Cover: Bidder shall take adequate insurance cover for MeeSeva assets, staff, Cash, Cash/Instruments in Transit from MeeSeva Centres to Designated Bank and material during entire period of Contract. Insurance cover for assets, Cash/Instruments at MeeSeva centres, Cash/Instruments in transit from MeeSeva centre to designated bank must cover risk like thefts, burglary, fire, flood, earth quake, accidents. Bidder is also advised to take fidelity insurance to protect against any incident of misappropriation by staff. v. Provision of staff for housekeeping. Cleaning of MeeSeva premises should be done on continuous basis during the entire shift period. w. Provision for safe drinking water and toilet usage water for customers. x. Provision for Help Desk for customers and for issue of Tokens. y. Providing required copy of MIS reports and reconciliation statements on daily basis to ESD and Department concerned. In case of discrepancy, Service provider shall provide Signed Printed copy of MIS reports z. When and where applicable, Daily Reconciliation of payments made through Credit Cards with Payment gateway reports and appropriate
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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 Payment Gateway. The service provider will be responsible to reconcile the no. of transactions amount collected and payments made to the departments on daily basis and submit a consolidated report to the AO/ESD. aa. Effecting overall coordination with all the participating agencies / Departments to achieve successful delivery of services. bb. Popularizing MeeSeva Project through a media plan for attracting the attention of citizens. cc. Service provider should ensure the correct details pertaining to the transactions in order to avoid cancellation of such transactions for any reason including shortage of money, otherwise penalty would be imposed suitably. dd. Popularizing and creating awareness among citizens to switch to Internet based services ee. Identification and implementation of newer B2C and G2C Services as approved by ESD. ff. Any other works entrusted by the GOAP/ ESD that are related to the scope of the MEE SEVA Project. gg. Ensure to treat the customer with utmost respect, failing which on receipt of any complaint from anybody of such an event, heavy penalty would be imposed. hh. Service Provider ensure that the staff of the MeeSeva centre do not indulge in corrupt, fraudulent or any other unethical business practices like issue of fake documents, which would attract severe action under applicable laws and or penalty. ii. The service provider must open and operate escrow account with any nationalised bank to deposit and operate the money received by way of caution deposit from urban franchisees, who have been permitted by ESD. jj. Maintenance of registers as prescribed by ESD from time to time.
3. Responsibilities of Departments/Agencies
a. Participating departments/Agencies shall take proactive steps in accordance with the ESD Rules to computerize, their respective department services by developing suitable applications and maintaining the databases on a real-time basis and to extend service through electronic mode only, including Mobile services. b. Participating Departments or agency shall also undertake the maintenance of intermediate servers if any. If required 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. c. 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 department and the Service Provider and
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ESD. d. The Participating departments will co-ordinate with the selected Service Provider for the development of MeeSeva application software for provision of services to the citizens through the MeeSeva systems, including the following: Providing the business logic along with the necessary data structures to the Service Provider, in relation to the G2C services Providing required access to the Database(s) of the department. Explaining the functional requirement of the MIS expected from the MeeSeva Project. Specifying the mode of connectivity to the departmental server(s) where their database(s) is stored. e. Sizing and scaling up the department's servers and/or tuning their application software to Meet the demand of the MeeSeva service counters to comply with the quality standards Ensure that the central server infrastructure of the department is made accessible for integration with the MeeSeva system, and that these servers are capable of supporting the transaction volumes that arise in MeeSeva Service Centres, 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, Intrusion Detection System (IDS) and procedures as are required as per IT Security policy of GOAP to prevent unauthorized access to their databases and systems.
4. Responsibilities of GOAP
As owner of the Project, the role of GOAP in the successful implementation of MeeSeva includes discharging the following responsibilities: a. Ensuring that all the participating departments take active part, to the extent possible, in the MEE SEVA project on non exclusive basis ; b. Selection and identification of new locations for the establishment and operations of the new MEE SEVA service centres. Typically, GOAP or departments will provide built up bare space to set up new urban eseva centre free of charge. c. Issuance of Government Orders, wherever required, on policy issues like - Providing services as per ESD rules. - Acceptance of payments through the service centers and their accounting. - Contacting Departments and other Agencies to come into MeeSeva fold as per ESD Rules. - Effecting a tie-up with a Bank or financial institution to handle all the cash transactions - Contact GoI on need basis. d. Creation of a mechanism for resolution of disputes that may arise between MEE SEVA and the Service Provider.
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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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D. Functional Requirements
MEE SEVA Project is proposed to be implemented on a BOMT Model. The basic responsibility of providing the services in compliance with the Quality Parameters, by designing appropriate solution architecture, rests with the Service Provider selected in accordance with this RFP. In keeping with this model, only the Broad functional and technical requirements will be specified in the RFP. The Broad Functional requirements of the MEE SEVA system are:
1. MEE SEVA Architecture
The Figure 1 provides the existing functional architecture of MEE SEVA Project at each District / State level.
eSeva NETWORK ...... 3rd Tier
Leased Line Departmental ( Govt.. Depart. ) Servers Sn S1 ISDN C e Firewall INTERNET n Router Pool Leased Line t ISDN r LAN-1 a l 2nd Tier LAN 3 LAN 2 S Web Apln i t NMS Servers e Web DB Server Servers
Leased Line DOT Exchange Leased Line 1st Tier ( ICSC Locations )
ISDN ICSC location-1 ISDN ICSC location- 18 Card printer Router Router Counter Counter Terminals Terminals With …. With Printers …. Printers
Kiosk Kiosk
Functional Architecture Details
a. Each District Head Quarter has Data Centre which connects to (SELECTED) participating department Servers and all MeeSeva centres in that District. Each MeeSeva centre has number of counters depending upon transaction load in that locality. The connectivity between Data Centre and Department
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Servers/MeeSeva Centres is through leased lines and back up by ISDN lines. b. MEE SEVA Service Centres should provide ALL the services at any of the counters at ANY of the centres. Any Service Any where Any Counter approach. c. Citizens should be able to access maximum number of services possible over the Internet and also through mobile phone; (Not shown in the Figure 1 above.) d. The MEE SEVA is the hub of the applications and transactions in the respective district; it is possible to install any new application or enhanced version of an existing application on the application server at the Data Centre and make it available to all the Service Centres instantaneously. e. The design is scalable, that the other service providers are using Data Centre infrastructure on cost sharing basis. f. The databases should be maintained and updated in the servers at the respective backend departments. However, the basic data relating to citizen and the transactions effected at MEE SEVA service centres and through MEE SEVA portal would also be maintained at MEE SEVA Data Centre. g. The functional architecture should permit transactions of ALL types to be undertaken at the front-end, like bill payments, filing of applications and returns, issue of certificates, conducting transactions involving digital signatures etc. h. Departments & agencies participating in MEE SEVA should be free from designing MIS Reports and they should be able to use MeeSeva systems for their accounting, reporting and MIS requirements. i. The system architecture should be scalable, secure and reliable.
2. Urban MEE SEVA Centers
MEE SEVA Service Centres form the predominant front-end for the citizens accessing G2C and B2C services. Hence the MeeSeva Centre should be run in the most citizen- centric manner. The ESD will provide bare site and the Service Provider selected is responsible for the rest of all the requirements of the service centres including to setup of the network connections and electrical wiring, Furniture, Tube Lights, Bulbs and Fans etc. Subject to the above understanding, the requirements of the MEESEVA centres are described below in tune with roles and responsibilities defined below/ elsewhere in this RFP:
a. Service provider shall maintain / put in place IT hardware like PCs, Printers along with furniture for required number of counters along with server, UPS (At least 2 hours back up) and Generator ( Generator should support full load of the centre) to meet the service delivery load and meet the service delivery quality parameters. The selected Service Provider should dynamically adjust the number of counters operated at any point of time so as to comply with the Quality parameters. b. Each centres should have the following amenities: - Adequate number of powder-coated chairs for citizens to wait for their turn; Electronic Queue Management System, that supports the following functional requirements: - Capacity to handle 300 transactions per hour. - Issue of Tokens to citizens in less than 5 seconds with stamping of Number, time and date of issue
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- Integration of Token Issue System with MeeSeva application for stamping various activities like issue of Token, Time of Call for token, Completion of transaction so as to measure quality parameters at each citizen transaction level - Integration with all the counters so as to display the token numbers and counter numbers dynamically through a digital display system. - One Shift Manager Cum Accountant 's Cabin ; - One room for equipments like Server, Routers, Modems. Switch, UPS etc; - Writing Top for filling up of forms; - Safe drinking water and toilet usage water ; - Coffee & Tea vending machine on charge basis; - Well-maintained toilet facilities for gents and ladies. - Drop box for collection of citizen feedback along with Feed Back Forms; - Drop box for collection of Cheques - Generator and UPS backup; - A server of adequate capacity with adequate configuration, to connect to the MEE SEVA / Central Portal data center. - LAN facility connecting the Server with all the computing systems in the service center including the token dispensing system and the EQMS. - Suitable printer for each counter for issuing receipts and certificates. - Suitable printer(one to one) for printing MIS reports - Adequate parking facility; - Bar Code Readers at each counter for reading the bar coded bills. - One currency counting and one fake currency detector machine per centre and additional units may be provided depending on requirement of the center. - One fax machine. - Telephone facility for communication and fax - The interiors should have uniform colour pattern to give good look and feel as per MeeSeva guidelines. - The Service Provider should be able to deploy staff at the centers / counters dynamically, depending on the peak days / peak hour to meet service quality requirements. - Working Days: The MeeSeva centers will operate on all working days as follows: First Shift: 09 AM to 04 PM i. 30% operators will report from 9.00 AM to 04.00 PM Second Shift: 10 AM to 07PM ii. 70% of operators will report from 10.00 AM to 07.00 PM - Public Holidays including Sundays: MeeSeva Centre will operate in one shift as follows: i. One Shift: 10.00 AM to 2.00 PM ii. 40 % of operators will report from 10.00 AM to 02.00 PM - National Holidays: MeeSeva centers shall remain closed on National Holidays of January 26, August 15 and October 2. - However ESD can change the above as per Govt. guidelines and in public
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interest.
3. Citizen Services
The list of services presently being provided by the MeeSeva is given in Annexure- II and List of departments presently participating in MeeSeva is at Annexure- I .
4. Typical Bill Payment sub-system:
As bulk of the transactions relate to the payments, the following generic requirements for the 'Bills payment service' is given below. For other services also similar generic requirement will follow:
a. Bill Payment i. The operator accepts the amount specified in the bill in full, either by cash, cheque or DD or by credit card or the mode of payment defined by the user dept. . A receipt is printed after committing the transaction at the back- end of the department or in MeeSeva server. ii. The permission to reverse a receipt, in case of a wrong entry by the operator, or insufficiency of money with the citizen or for any other sufficient and valid reason shall rest only with the Shift Manager of the Service Centre wherever and or whenever applicable.
b. Accounting of Receipt
i. MEE SEVA System shall be designed to provide the following accounts - Amounts received by each operator during a shift by nature of collection and by department to be printed at the end of each shift. This would enable the operators to handover the amounts received by them during the shift, to the Manager and get relieved from duty for the shift; - A statement of the documents received by each operator during a shift by nature of document to be printed at the end of each shift. This would enable the operators to handover the documents received by them during the shift, to the Manager and get relieved from duty for the shift; - A statement of account for each Service Centre in a manner that would enable the Manager to render accounts to the ESD and facilitate remittance of the amounts to the designated bank and to transmit the documents to the respective departments and agencies through courier. Citizen will pay courier charges additionally. ii. MEE SEVA system should be designed to make available on line, the financial statements required by the departments in respect of all amounts received by MEE SEVA on their behalf; iii. MEE SEVA system should be designed to produce statements of accounts as between MEE SEVA and the participating departments as also between MEE SEVA and the Bank(s) handling the financial transactions of MEE SEVA to enable periodic reconciliation of the amounts received and
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accounted for; iv. MEE SEVA system should be designed to produce statements relating to bounced cheques and Charge Back from payment gateway bank and a mechanism - to reverse the corresponding entries of receipt in MeeSeva Server and also in Department database if required by department concerned - to lock the account of the citizen for Cheque and Credit Card transaction - to alert the counter operator when citizen comes next time for payment to pursue the issue with the citizen/ consumer for realization of the amount.
5. Other sub-systems:
a. Powerful search capabilities have to be incorporated to locate customer's record in the quickest manner. b. The design should incorporate features to introduce Single-Sign-On in future such that citizens can interact with MEE SEVA Service Centres and MEE SEVA Portal with a single identity, which is valid across all departments & agencies. c. The functional & legal requirement for introduction of Digital Signature Certificates should be examined and applications designed to be PKI-enabled. Suitable requirement specification should be communicated to the departments to PKI-enable the corresponding backend applications. d. Suitable eForms should be designed for all participating departments, preferably in pdf format and hosted on portal for the benefit of citizens to down load such forms free of cost. e. The functional requirements should be parameterized to the extent possible such that changes in the business logic, tax rates, jurisdictions etc in the backend departments do not necessitate recoding of the MEE SEVA system.
6. Business Services
The model of MEE SEVA Project contemplates provision of B2C services also. This is to make the Service Centres more citizen-centric. While the responsibility of enrolling the G2C services would be that of GOAP and Service Provider, it is the Service Provider's responsibility to enrol the B2C services. List of B2C services available presently at MeeSeva centres is at Annexures.
The entire responsibility for gathering the functional requirements of B2C services, development and deployment of the services rests with the Service Provider on certain cases. However, the following stipulations are to be observed while providing B2C services.
a. Any B2C service can be added to the MEE SEVA system only with the prior permission of ESD. This is with a view to ensure that i. services opposed to public interest are not included in MEE SEVA portfolio; ii. inclusion of a B2C service would not adversely affect the functioning and performance of MEE SEVA in relation to the G2C services; iii. the security of MEE SEVA is not compromised.
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b. A revenue sharing arrangement with ESD will be implemented in respect of the user charges / service charges levied for the B2C transactions. c. ESD has a PPP operator to host the B2C applications and databases on separate application servers, web servers and database servers, in the overall interests of the MEE SEVA project.
7. Expansion of Services
Presently MeeSeva is offering 313 services of 35 departments. But eventually MeeSeva must plan to offer more G2C services of all the departments and selected B2C services at its service centres. The following stipulations will generally govern the expansion of MEE SEVA portfolio of services.
As the experience of citizen services projects elsewhere shows, the demand for MEE SEVA services will multiply several-fold during the currency of the agreement. Additional Service Centres will have to be set up to meet with the increased volumes of transactions. It is therefore, proposed that the selected Service Provider would be responsible to establish such additional Service Centres as per the following terms.
a. The need for opening one or more additional Service Centres would be taken up jointly by GOAP and the Service Provider observing the following norms for the purpose i. When the number of transactions in a centre reaches so high that it has become difficult to comply with the Quality parameters in that centre. ii. When there is a public demand for establishment of a Service Centre, in an area which does not have a Centre within a distance of 2 KM. iii. The GOAP will be responsible for identification of suitable site for the location of the additional centre(s) and provide facilities on same scale as that for existing centres explained somewhere else in this RFP. iv. The selected Service Provider shall establish all the hardware, furniture, networking etc required for the Service Centre and as specified in this RFP somewhere else within a period of 30 days of GOAP handing over the prepared site.
The Service Provider shall provide services to the citizens on the same terms and conditions as that for existing centres.
The service provider may be permitted to establish single counter franchisees owned by an individual adhering to the procedures of District eGovernance Society (DeGS) under the Chairmanship of The District Collector. Such centres would be owned and operated by the franchisee operator. The commission payable to the franchisee, the amount of caution deposit to be collected would be finalised by ESD.
8. Service Quality Parameters
MEE SEVA is a Service Delivery Project. Efficiency in the delivery of services is the essence of the Project. In order to regulate the relationships of the Service Providers, viz GOAP, PPP Service Provider selected, participating departments and MEE SEVA organization, it is necessary to put in place, a set of Service Level Agreements or MOU. Model MOU between Service Provider, Department and ESD is at Annexure.
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9. Transaction Volumes
The transaction volumes are most critical factor in arriving at the economically viable transaction charges for different services. The actual transactions from April 2014 to March 2015 are at Annexure-III. However ESD does not guarantee same level of volumes in future years for any service. Service Provider has to make his own estimate for the volume of transaction under different services to quote his bid. Some of the factors affecting volume of transactions, but not limited to, could be: a. The number of customers under each of the presently participating departments; b. New Departments and new services joining MeeSeva c. Annual growth rates of the number of consumers; d. Availability of alternative channels for availing the same service; e. Frequency of interaction of citizens for availing the service monthly, quarterly, annual etc. f. Extent of value proposition offered by the Service Provider to attract the consumers to MEE SEVA Centres/ Portal.
GOAP will not provide any guarantee, commitment or estimate of the number of transactions possible in the MEE SEVA project either for the purpose of sizing of the hardware, networking or for any other technical purposes, nor for the purpose of quotation of transaction rate for the commercial bid. The bidders will have to make their own assessment on the business opportunities and growth possibilities.
The Government of Andhra Pradesh may provide the services through different channels to the citizens like Mobile apps , Online etc., for the citizen convenience . The same cannot be questioned by the bidder if the transactions decreased. The ESD may increase or decrease/club the no. of. Services as per necessity or Government decision.
10. Transaction Charges
Transaction charges for every transaction like G2C, B2C, G2G or G2B etc. (MeeSeva (or) Central Portal, CET or other seasonal services) would be fixed by Departments concerned or by Director ESD. The revenue sharing pattern as applicable would be effected from time to time by appropriating APSDC Infra Cost, Dept. Share, MeeSeva Certificate Stationery cost, courier charges if any and the rest would be shared between the ESD and Service Provider (Ratio for ESD:SP quoted by this tender). The statutory charges like Service Tax, Income Tax as applicable etc. would be applied appropriately either within or additionally into the transaction charges. Transaction charge is liable to change as per the user departments directions and service providers do not have any right on this.
E. Technical Requirements of MeeSeva System
Present Technical Architecture of Mee Seva is at Annexures-IV a & b. However, RFP suggests the Service Provider must ensure that certain critical requirements like Security, SOA, Data Centre,
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DRS and Networking are adequately met, in view of the huge legal responsibility in providing secure and efficient services to the citizens.
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F. Operational Requirements
1. Requirement to comply with MOUs
The primary objective is to provide quality services to the citizens. In order to ensure that all the stakeholders discharge their roles and responsibilities in an agreed manner to achieve the common goal, a set of MOUs are proposed to be entered between ESD and Service Provider and Department. Payment for services rendered will be linked to quality of service rendered. The technical, functional and operational requirements are specified in the document just for the benefit of Bidder to understand the dimensions of the MEE SEVA project.
2. Business Function & Performance
The following requirements are to be met for a successful business function and performance of MEE SEVA Project. a. MEE SEVA Centres shall be one-stop-shops for all G2C and B2C services. b. MEE SEVA should establish an image for itself as a Service Provider that cares for citizen’s needs of service requirements. c. Speed of delivery, effectiveness and courtesy should be the watchwords of MEE SEVA centres. This should be reflected in the actions, conduct and behaviour of all the personnel associated with MEE SEVA – operators / Franchisees and personnel employed by the service provider. d. The amounts collected from the citizens shall be accounted accurately at all times; e. MEE SEVA should strive continuously to improve upon the current processes by the Service Provider and the staff of ESD;
3. Time Schedule
Service Provider shall provide plan of action for such implementation within 15 days of signing of contract for fulfilling the responsibilities while taking over the MeeSeva centres.
4. Operations & Maintenance
The Service Provider shall be responsible for the overall management of the urban MEE SEVA centres, and the applications running on them and all other services ancillary to these facilities. The responsibilities include the following but not limited.
The Maintenance, Upkeep and Physical Security of the all the digital and physical assets of MEE SEVA shall be the responsibility of the Service Provider. These include: a. Preventive maintenance, carrying out the necessary repairs and replacement of parts wherever needed to keep the performance levels of the hardware and equipment in tune with the requirements of quality of service. Such preventive maintenance shall not be attended during working hours of the MEE SEVA sites. Software maintenance is the responsibility of service provider. b. Reactive maintenance that is intended to troubleshoot the system, be it at the data centre or at the Service Centres, with rapid action teams positioned at key places
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5. System Support
The minimum Systems Support functionalities to be provided by the Service Provider include the following: a. Daily Backup of data, information, system logs, database logs etc. b. Installation and Reload Support on Desktop OS. c. Installation and Reload Support for Server OS d. Installation and Reload Support for Application software and integration with Central Portal / MeeSeva services. e. 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. f. Installation of upgrades of system software namely, OS, RDBMS, and front end. g. Guarding the systems against virus infections using the latest anti-virus Tools. h. Firewall, IDS and IDP configuration and management i. Entire Hardware shall be replaced with in 6 months from the date of signing of contract. OS, RDBMS, Anti Virus, Fire Wall should be upgraded within 30 days of release of new version in India. Software maintenance is responsibility of service provider. j. Asset Management for Physical and digital security. k. Portal maintenance with necessary MIS reports for the support of ESD pertaining to these centres
6. System Administration
This includes the design of an appropriate System Administration policy with precise definition of duties and adequate segregation of responsibilities, obtaining the approval for the same from the ESD. System Administration includes the following activities: a. Security Policy administration b. Creation of Users & administering User IDs for MEE SEVA Officers, MEE SEVA operators / franchisees and authorized employees of Departments participating in MEE SEVA. c. Creation and maintenance of Groups as needed. d. User level helps in logging on to the domains, Network and other resources. e. Helping Users to use common resources on Network etc. f. Change & Configuration Management g. Backup, restore and archival functions h. Performance tuning of the system as may be needed to comply with SLA requirements on a continuous basis.
7. Network Administration
Design of Network Administration Policy and getting it approved from the ESD for effective and efficient management of Network resources. Network Administration, consists broadly of the following activities: a. Network Security Policy administration. b. Creation of Network Users & administering User IDs for MEE SEVA Officers, MEE SEVA operators / franchisees and MEE SEVA participating Departments. c. Administering IP addresses d. Creation of VLANs as required for effective network management. e. User level help in logging on to the Network and other related activities. f. Helping Users to use common resources on Network. g. Network Traffic analysis and performance tuning.
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h. Continuous monitoring & management of network during the working hours & restoration of breakdown within prescribed time limits.
8. Productivity
The efficiency and image of MEE SEVA system depends substantially on the efficiency of the operators who man the counters at the MEE SEVA Centers. It is in the interest of MEE SEVA Project, and therefore of all the stakeholders that every effort is made to enhance their efficiency to optimum levels. The following guidelines are provided in this regard. a. The Service Provider shall exercise due care and caution while selecting the operators with the right skill sets with suitable qualification. b. The Service Provider shall impart necessary continual training and orientation to the operators so that they are all at acceptable levels of efficiency to begin with. c. The Service Provider shall also impart necessary in-service training, of duration of at least one day to all the operators, once in a period of 6 months. d. The operator may run a scheme of productivity-linked incentives to the counter operators, in consultation with the ESD. The cost of such a scheme shall be borne by the Service Provider. e. The ESD may prescribe suitable norms on efficiency of the counter-operators. In case a counter operator fails to achieve the efficiency norms consistently, the ESD may advise the Service Provider to take suitable steps to replace such operator.
9. Quality Standards
The Service Quality Standards for delivering service to citizens will be as indicated in this document.
10. Manpower Deployment
a. The manpower shall be deployed by the Service Provider at all the Service Centres, as per the agreement. b. Minimum education qualification of the operator shall be a pass in 12th Standard. c. The candidate should be fluent in Telugu and could be manage in English & Hindi. d. The attendance registers will be maintained by the Service Provider at the MEE SEVA Centres. e. Service Provider shall be responsible for any loss, fake currency notes, or mishandling of cash/instruments/documents by any operator. f. The Operators will handover cash/instruments/documents to MEE SEVA Service Centre Shift Manager Cum Accountant at the end of each shift before he is relieved from his duty g. The Service Provider shall be responsible for payment of statutory contributions like Insurance, ESI & PPF etc to be payable by the employer. h. The person attending to duty shall come in uniform as may be suggested by ESD
11. Deliverables
The primary deliverable of the Service Provider in the MEE SEVA Project is quality services to the citizens conforming to the Quality requirements.
The Service Provider has to deliver the following to ESD as part of an assurance to full fill the obligations.
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a. Project Plan including manpower deployment. b. Complete Documentation of application developed with source code from time to time. Source code will remain exclusive property of ESD c. IPR of software developed will be solely with ESD d. Bill of material for entire project e. Service Provider has to handover all assets created by it during project period including software application developed in working conditions at a Token amount of Rs.100/- while exiting from the contract.
12. Project Management
MEE SEVA Project is a multi-departmental, multi-location initiative. Its implementation is complex and can go out of control unless all the stake holders, especially the Service Provider designs and implements a comprehensive and effective project management methodology. The following requirements are therefore prescribed in this regard:
13. Work Program
The Service Provider should design a detailed Project Plan which should include the following components: a. Project Organization and Management Plan. b. Implementation Plan c. Training Plan, Methodology and Training Details. d. Change Management Plan. e. Any other relevant items related to the Project
14. Reports
The Service Provider shall submit to The Director, ESD 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 agreed and finalized 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; vi. Monthly log of service calls and problem resolutions b. Daily and Monthly MIS reports on transactions i. Provision of portal and access for timely monitoring of transactions and performance. ii. Reconciliation report regarding no. of transactions, amounts and payments.
15. Training
Training is an important activity for the successful implementation of any project. To make MEE SEVA project a success, the following training programs are to be arranged by the Service Provider from time to time.
a. Operator Training The bidder must impart training to all the MEE SEVA operators, so that they are aware of all the operations of the MEE SEVA software ensuring smooth running of MEE SEVA Software implementation at the selected sites. The Service Provider shall also be responsible for retraining the counter operators whenever changes are made in the software and it is the responsibility of the Service Provider to ensure that
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the operators are familiar with new versions of MEE SEVA Software and its allied services. b. Online training, webcasting, Mana TV or any other trainings schedule by ESD to be attended to.
16. Supply of Consumables
The Service Provider shall be responsible for ALL the consumables required for the operation of MeeSeva centres.
17. Roles of Service Provider, ESD and Department
The MOU will specify the roles to be played by each partner in providing quality services to the citizens as per terms and conditions of RFP. All the departments participating in the MEE SEVA project shall also enter into an MOU with ESD and Service Provider to ensure that the commitment to the citizen in terms of service fulfilment is met. .
18. ACCEPTANCE TESTING & CERTIFICATION
Testing and certification by a third party for software, hardware, networking and security: A detailed Acceptance Test Plan (ATP) should be submitted by Service Provider to be reviewed by The Director ESD. ESD will undertake an exercise of Accept Testing of MEE SEVA systems by itself and or through third party, as soon as the Service Provider declares the MEE SEVA system is ready for the exercise as applicable.
Page 33 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
G. ANNEXURES
Page 34 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
Annexure I – Departments
S.No List of Departments offering B2C Services 1 AirTel 2 AirTel Land Line 3 AP Housing Board 4 AP State Open School Society 5 APSCHE 6 Board of Intermediate Education 7 BSNL Service 8 Cherukuri IT returns 9 Department of Commercial Taxes 10 Director Of Municipal Administration 11 Directorate of Muncipal Administration of Birth and Death 12 Durga Temple Services 13 Eastern Power Distribution Company Ltd(EPDCL) 14 Election Card 15 FOREST 16 IDEA Cellular Limited 17 Miscellaneous Services 18 Police Department 19 Recruitment Fee Payments(CGG) 20 Regional Transport Authority 21 SCBR 22 School Fees 23 Shivas List 24 Southern Power Distribution Company Ltd 25 State Service Delivery Gateway 26 Tata Tele Services Ltd 27 The Krishna Dist Milk Producers Coop Ltd 28 Vodafone 29 Western Union(Money Transfer)
Page 35 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
S.No List of Departments offering G2C Services
1 AAROGYASRI
2 AGRICULTURE
3 APMIP
4 CIVIL SUPPLIES
5 COLLEGIATE EDUCATION
6 DEPARTMENT OF CO-OPERATION
7 DIRECTORATE OF MEDICAL EDUCATION
8 DRUGS CONTROL
9 EDUCATION
10 ELECTION
11 ENDOWMENT
12 EPDCL
13 FACTORY
14 FISHERIES
15 HEALTH CARE
16 INDUSTRIES & COMMERCE
17 INTERMEDIATE EDUCATION 18 ITE&C
19 LABOUR 20 LEGAL METROLOGY
21 MINES AND GEOLOGY
22 MINORITY WELFARE
23 MUNICIPAL ADMINISTRATION
24 POLICE
25 REGISTRATION and STAMPS
26 REVENUE
27 RTA
28 RURAL DEVELOPMENT
29 SCHOOL EDUCATION
30 SOCIAL WELFARE DEPARTMENT 31 SPDCL 32 SSLR
33 TECHNICAL EDUCATION 34 UIDAI 35 WOMEN AND CHILD WELFARE
Page 36 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
Annexure II-List of Services (G2C and B2C) presently being provided by MeeSeva
List of G2CServices
Dept S.No Service Name S.No Department 1 1 AAROGYASRI AAROGYASRI EMPLOYEE HEALTH CARD 2 1 AGRICULTURE APPLICATION RESUBMISSION 3 2 AGRICULTURE CROP INSURANCE 4 3 AGRICULTURE FARM MECHANIZATION 5 4 AGRICULTURE FARM MECHANIZATION (FY 2015-2016) 6 5 AGRICULTURE MANUFACTURING NEW 7 6 AGRICULTURE MANUFACTURING ADDITION OF FERTILIZERS 8 7 AGRICULTURE MANUFACTURING ADDRESS DETAILS CHANGE 9 8 AGRICULTURE MANUFACTURING CHEMIST DETAILS CHANGE 10 9 AGRICULTURE MANUFACTURING DUPLICATE 11 10 AGRICULTURE MANUFACTURING GODOWN DELETION 12 11 AGRICULTURE MANUFACTURING GODOWN INCLUSION 13 12 AGRICULTURE MANUFACTURING NAME CHANGE 14 13 AGRICULTURE MANUFACTURING RENEWAL MANUFACTURING RESPONSIBLE PERSON 15 14 AGRICULTURE DETAILS CHANGE 16 15 AGRICULTURE RETAIL DEALER CHANGE OF FIRM NAME 17 16 AGRICULTURE RETAIL DEALER FORM O INCLUSION 18 17 AGRICULTURE RETAIL DEALER GODOWN DELETION 19 18 AGRICULTURE RETAIL DEALER GODOWN INCLUSION RETAIL DEALER INCLUSION OF IMPORTED 20 19 AGRICULTURE PRODUCTS RETAIL DEALER RESPONSIBLE PERSON 21 20 AGRICULTURE DETAILS CHANGE RETAIL DEALER SALE POINT ADDRESS 22 21 AGRICULTURE CHANGE 23 22 AGRICULTURE RETAIL DEALER DUPLICATE 24 23 AGRICULTURE RETAIL DEALER NEW 25 24 AGRICULTURE RETAIL DEALER RENEWAL 26 25 AGRICULTURE SUBSIDISED SEED DISTRIBUTION 27 26 AGRICULTURE WHOLESALE DEALER CHANGE OF FIRM NAME 28 27 AGRICULTURE WHOLESALE DEALER DUPLICATE 29 28 AGRICULTURE WHOLESALE DEALER FORM O INCLUSION 30 29 AGRICULTURE WHOLESALE DEALER GODOWN DELETION 31 30 AGRICULTURE WHOLESALE DEALER GODOWN INCLUSION WHOLESALE DEALER INCLUSION OF 32 31 AGRICULTURE IMPORTED PRODUCTS 33 32 AGRICULTURE WHOLESALE DEALER RENEWAL
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WHOLESALE DEALER RESPONSIBLE PERSON 34 33 AGRICULTURE DETAILS CHANGE WHOLESALE DEALER SALE POINT ADDRESS 35 34 AGRICULTURE CHANGE 36 35 AGRICULTURE WHOLESLAE DEALER NEW 37 1 APMIP MIP FARMER REGISTRATION 38 1 CIVIL SUPPLIES CONVERSION OF WHITE CARD TO PINK CARD 39 2 CIVIL SUPPLIES DELETION OF MEMBER IN RATION CARD 40 3 CIVIL SUPPLIES FAIR PRICE SHOP RENEWAL 41 4 CIVIL SUPPLIES HOUSEHOLD HEAD MODIFICATIONS 42 5 CIVIL SUPPLIES ISSUE OF NEW RATION CARD (PINK) 43 6 CIVIL SUPPLIES NEW GAS CONNECTION APPLICATION 44 7 CIVIL SUPPLIES PRINT RATION CARD 45 8 CIVIL SUPPLIES RATION CARD DATA CORRECTIONS 46 9 CIVIL SUPPLIES RATION CARD MEMBER ADDITION(BIRTH) 47 10 CIVIL SUPPLIES RATION CARD MEMBER MIGRATION 48 11 CIVIL SUPPLIES RATION CARD MISSING DETAILS IN DATABASE RATION CARD MODIFICATIONS (EPDS 49 12 CIVIL SUPPLIES INTEGRATION) 50 13 CIVIL SUPPLIES RATION CARD TRANSFER 51 14 CIVIL SUPPLIES SURRENDER OF RATION CARD COLLEGIATE APPLICATION FOR ADMISSION INTO 52 1 EDUCATION COLLEGES COLLEGIATE 53 2 EDUCATION BONAFIDE CERTIFICATE COLLEGIATE 54 3 EDUCATION CONDUCT CERTIFICATE COLLEGIATE 55 4 EDUCATION TRANSFER CERTIFICATE DEPARTMENT OF 56 1 CO-OPERATION AMENDMENT OF BYE LAWS DEPARTMENT OF 57 2 CO-OPERATION CO OPERATIVE SOCIETY REGISTRATION DEPARTMENT OF CONVERSION OF REGISTERED COOPERATIVE 58 3 CO-OPERATION SOCIETY TO 1995 ACTS DEPARTMENT OF 59 4 CO-OPERATION ISSUANCE OF REGISTRATION CERTIFICATE DEPARTMENT OF 60 5 CO-OPERATION ISSUE OF CERTIFIED COPY OF BYE LAW DIRECTORATE OF MEDICAL GENERAL NURSING AND MIDWIFERY ISSUE 61 1 EDUCATION OF MARK MEMO (I/II/III YR.) DIRECTORATE OF MEDICAL 62 2 EDUCATION ISSUE OF DIPLOMA CERTIFICATE
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DIRECTORATE OF MEDICAL 63 3 EDUCATION ISSUE OF DUPLICATE MARKS MEMO DIRECTORATE OF MEDICAL 64 4 EDUCATION MARKS MEMO FOR INTERNSHIP DIRECTORATE OF MEDICAL 65 5 EDUCATION RECOUNTING /RE-VERIFICATION OF MARKS DRUGS GRANT OF LICENSE FOR RETAIL & 66 1 CONTROL WHOLESALE MEDICAL SHOPS DRUGS PROCESSING OF APPLICATIONS FOR 67 2 CONTROL CHANGES IN EXISTING LICENSES DRUGS RENEWAL OF LICENSES FOR RETAIL & 68 3 CONTROL WHOLESALE MEDICAL SHOPS 69 1 EDUCATION APPLICATION FOR AGE CERTIFICATE APPLICATION FOR DUPLICATE MEMORANDUM 70 2 EDUCATION OF MARKS 71 3 EDUCATION APPLICATION FOR MIGRATION CERTIFICATE 72 4 EDUCATION APPLICATION FOR RE-COUNTING OF MARKS APPLICATION FOR CHANGE OF DETAILS 73 1 ELECTION (FORM -8) APPLICATION FOR OBJECTION/ DELETION OF 74 2 ELECTION NAME IN THE ELECTORAL ROLL ( FORM -7) 75 3 ELECTION APPLICATION FOR TRANSPOSITION(FORM-8A) 76 4 ELECTION EPIC AADHAAR SEEDING APPLICATION 77 5 ELECTION EPIC CARD (PVC) - ISSUANCE OF VOTER ID INCLUSION OF NAME IN THE ELECTORAL 78 6 ELECTION ROLLS (FORM-6) 79 7 ELECTION ISSUE OF EPIC CARD SRI DURGA MALLESWARA SEVA TICKET 80 1 ENDOWMENT BOOKING SRI VARAHA LAKSHMI NARASIMHA 81 2 ENDOWMENT S.D.,SIMHACHALAM,VISAKHAPATNAM SRI VARAHA LAKSHMI NARASIMHA S.D.,SIMHACHALAM,VISAKHAPATNAM ROOM 82 3 ENDOWMENT BOOKING SRI VEERA VENKATA SATYANARAYANA 83 4 ENDOWMENT S.D.ANNAVARAM, E.GODAVARI DT SRI VEERA VENKATA SATYANARAYANA SWAMY 84 5 ENDOWMENT ROOM BOOKING SRI VENKATESWARA SWAMY SEVA TICKET BOOKING (DWARAKA TIRUMALA,WEST 85 6 ENDOWMENT GODAVARI) SRI VENKATESWARA SWAMY TEMPLE ROOM 86 7 ENDOWMENT BOOKING (DWARAKA TIRUMALA, W.G)
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87 1 EPDCL CATEGORY CHANGE - EPDCL 88 2 EPDCL LOAD CHANGE- EPDCL 89 3 EPDCL NAME CHANGE -EPDCL NEW CONNECTION - 6A – STREET LIGHTS - 90 4 EPDCL EPDCL NEW CONNECTION - 6B – PUBLIC WATER 91 5 EPDCL WORKS -EPDCL NEW CONNECTION - GENERAL PURPOSE - 92 6 EPDCL EPDCL NEW CONNECTION - RELIGIOUS PLACES (TEMPLES, CHURCH, MOSQUE, 93 7 EPDCL GOVT.SCHOOLS ETC.) - EPDCL 94 8 EPDCL NEW CONNECTION COMMERCIAL -EPDCL NEW CONNECTION COMMERCIAL- 95 9 EPDCL HOARDINGS-EPDCL 96 10 EPDCL NEW CONNECTION DOMESTIC -EPDCL AMENDMENTS IN MAN POWER /HORSE 97 1 FACTORY POWER 98 2 FACTORY ANNUAL FEE PAYMENT 99 3 FACTORY ANNUAL RETURNS 100 4 FACTORY CHANGE OF MANAGER/OCCUPIER 101 5 FACTORY REVISED PLAN APPROVAL APPLICATION A. PROVISIONAL APPLICATION FOR FRESH 102 1 FISHERIES WATER AQUACULTURE FARM REGISTRATION B. FINAL REGISTRATION OF NEW FRESH 103 2 FISHERIES WATER AQUACULTURE FARM COMPLIANCE FORM FOR LICENSE 104 3 FISHERIES APPLICATION EXISTING FRESH WATER AQUACULTURE 105 4 FISHERIES FARM APPLICATION 106 5 FISHERIES RENEWAL OF LICENSE APPLICATION FEE PAYMENT FOR RECRUITMENT OF ASST. 107 1 HEALTH CARE PROFESSORS 108 2 HEALTH CARE PERMISSION FOR SCANNING CENTER INDUSTRIES & 109 1 COMMERCE CLEANER PRODUCTION MEASURES INDUSTRIES & 110 2 COMMERCE INVESTMENT SUBSIDY INDUSTRIES & 111 3 COMMERCE ISO/BIS CERTIFICATION INDUSTRIES & 112 4 COMMERCE PAVALA VADDI INDUSTRIES & 113 5 COMMERCE POWER COST REIMBURSEMENT INDUSTRIES & 114 6 COMMERCE SALES TAX REIMBURSEMENT
Page 40 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
INDUSTRIES & 115 7 COMMERCE SKILLS UPGRADATION INDUSTRIES & STAMP DUTY/LAND COST/LAND CONVERSION 116 8 COMMERCE CHARGES/MORTGAGE DUTY INTERMEDIATE 117 1 EDUCATION DUPLICATE MARKS MEMO INTERMEDIATE 118 2 EDUCATION MIGRATION CERTIFICATE INTERMEDIATE 119 3 EDUCATION RECOUNTING/RE-VERIFICATION OF MARKS INTERMEDIATE RECOUNTING/RE-VERIFICATION OF 120 4 EDUCATION MARKS(INTERMEDIATE EDUCATION) 121 1 ITC 100%/50% STAMP DUTY REFUND 122 2 ITC 25% POWER SUBSIDY 123 3 ITC 50% EXHIBITION RENTAL REFUND 124 4 ITC ALLOTMENT OF LAND 125 5 ITC CONVERSION TO INDUSTRIAL POWER TARIFF 126 6 ITC DECLARATION OF IT PARK STATUS ITC POLICY 14-20 SANCTION OF INCENTIVES 127 7 ITC APPLICATION 128 8 ITC RECRUITMENT ASSISTANCE 129 9 ITC REIMBURSEMENT OF PATENT FILING COST REIMBURSEMENT OF QUALITY 130 10 ITC CERTIFICATION EXPENDITURE SPECIFIC INCENTIVES FOR SC/ST/WOMEN 131 11 ITC ENTREPRENEURS TIER II/III LOCATION ANCHOR COMPANY 132 12 ITC INCENTIVE APPLICATION FOR INTEGRATED REGISTRATION OF ESTABLISHMENT UNDER 133 1 LABOUR LABOUR LAWS APPLICATION FOR REGISTRATION OF SHOP / 134 2 LABOUR ESTABLISHMENT APPLICATION FOR REGISTRATION/RENEWAL 135 3 LABOUR OF SHOP/ESTABLISHMENT APPLICATION FOR RENEWAL OF 136 4 LABOUR REGISTRATION CERTIFICATE REGISTRATION /RENEWAL OF CONTRACTORS 137 5 LABOUR LICENSE REGISTRATION FOR UNORGANISED 138 6 LABOUR WORKER/TRANSPORT DRIVER LEGAL 139 1 METROLOGY ALTERATION IN MANUFACTURING LICENCE LEGAL ALTERATION IN REGISTRATION OF 140 2 METROLOGY MANUFACTURER/PACKER
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LEGAL 141 3 METROLOGY ALTERATION IN REPAIRING LICENCE LEGAL 142 4 METROLOGY ALTERATION OF LICENSES APPEAL AGAINST THE ORDER OF LEGAL INSPECTOR/ASST CONTROLLER/DEPUTY 143 5 METROLOGY CONTROLLER LEGAL APPEAL TO GOVT AGAINST ORDER OF 144 6 METROLOGY CONTROLLER LEGAL APPLICATION FOR GRANT/RENEWAL OF 145 7 METROLOGY DEALER LICENSE LEGAL APPLICATION FOR GRANT/RENEWAL OF 146 8 METROLOGY MANUFACTURING LICENSE LEGAL APPLICATION FOR GRANT/RENEWAL OF 147 9 METROLOGY REPAIRING LICENSE LEGAL 148 10 METROLOGY CONDUCT TEST OF FRESH SAMPLES LEGAL 149 11 METROLOGY DUPLICATE VERIFICATION OF LICENSE LEGAL 150 12 METROLOGY ISSUE OF DUPLICATE LICENSES LEGAL REGISTRATION AS 151 13 METROLOGY MANUFACTURER/PACKER/IMPORTER LEGAL 152 14 METROLOGY SKILLED WORKER CERTIFICATE MINES AND 153 1 GEOLOGY ANNUAL FEE PAYMENT FOR LEASE MINES AND 154 2 GEOLOGY GENERATETRANSIT FORMS MINES AND 155 3 GEOLOGY GRANITE QUARRY LEASE MINES AND 156 4 GEOLOGY MARBLE QUARRY LEASE MINES AND 157 5 GEOLOGY MINERAL DEALER LICENSE MINES AND 158 6 GEOLOGY MINING LEASE MINES AND 159 7 GEOLOGY OTHER QUARRY LEASE MINES AND 160 8 GEOLOGY PROSPECTING LICENSE MINES AND 161 9 GEOLOGY RECONNAISSANCE PERMIT MINES AND 162 10 GEOLOGY REQUEST FOR MINERAL PERMIT
Page 42 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
MINES AND 163 11 GEOLOGY UPDATE DISPATCH DETAILS MINES AND 164 12 GEOLOGY UPDATE PRODUCTION DISPATCH C C OF PROCEEDINGS REGARDING MINORITY APPOINTMENT OF MANAGEMENT 165 1 WELFARE COMMITTEES MINORITY C C OF PROCEEDINGS REGARDING 166 2 WELFARE APPOINTMENT OF MUTHAWALLIES MINORITY C C OF MUNTAKHABS, REGISTERED U/S.36 167 3 WELFARE OF WAQF ACT 1995 MINORITY C C OF SERVICE RENDERING CERTIFICATES 168 4 WELFARE FOR CASH GRANTS MINORITY 169 5 WELFARE ISSUE OF MARRIAGE LICENSE TO PASTORS MINORITY 170 6 WELFARE MINORITY STATUS CERTIFICATE MUNICIPAL 171 1 ADMINISTRATION APPLICATION FOR FEE PAYMENT MUNICIPAL 172 2 ADMINISTRATION APPLYING FOR TRADE LICENSE MUNICIPAL 173 3 ADMINISTRATION BIRTH CERTIFICATE - CDMA MUNICIPAL 174 4 ADMINISTRATION BUILDING PENALIZATION SCHEME MUNICIPAL 175 5 ADMINISTRATION BUILDING PERMISSIONS MUNICIPAL 176 6 ADMINISTRATION CHILD NAME INCLUSION - CDMA MUNICIPAL 177 7 ADMINISTRATION CORRECTIONS IN BIRTH CERTIFICATE - CDMA MUNICIPAL CORRECTIONS IN DEATH CERTIFICATE - 178 8 ADMINISTRATION CDMA MUNICIPAL 179 9 ADMINISTRATION DEATH CERTIFICATE - CDMA MUNICIPAL 180 10 ADMINISTRATION EXEMPTION REQUEST MUNICIPAL 181 11 ADMINISTRATION NEW ASSESSMENT REQUEST MUNICIPAL NON AVAILABILITY BIRTH APPLICATION - 182 12 ADMINISTRATION CDMA MUNICIPAL NON AVAILABILITY DEATH APPLICATION - 183 13 ADMINISTRATION CDMA MUNICIPAL 184 14 ADMINISTRATION PERMISSION FOR WATER CONNECTIONS
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MUNICIPAL 185 15 ADMINISTRATION SUB-DIVISION REQUEST MUNICIPAL 186 16 ADMINISTRATION TRANSFER OF TITLE DEEDS MUNICIPAL 187 17 ADMINISTRATION VACANCY REMISSION 188 1 POLICE FRESH LICENSES / RENEWAL - POLICE 189 2 POLICE ISSUANCE OF CERTIFICATES - POLICE MISSING / LOST DOCUMENTS / ARTICLES - 190 3 POLICE POLICE PERMISSION FOR EVENT BANDHOBUST - 191 4 POLICE POLICE REGISTRATION 192 1 and STAMPS AMENDMENT OF SOCIETY REGISTRATION 193 2 and STAMPS CERTIFIED COPY OF BYE LAW OF SOCIETIES REGISTRATION 194 3 and STAMPS CERTIFIED COPY OF FIRM REGISTRATION REGISTRATION CERTIFIED COPY OF REGISTRATION 195 4 and STAMPS DOCUMENT REGISTRATION 196 5 and STAMPS CERTIFIED COPY OF SOCIETY REGISTRATION REGISTRATION 197 6 and STAMPS CHANGE IN CONSTITUTION FIRM REGISTRATION 198 7 and STAMPS ENCUMBRANCE CERTIFICATE REGISTRATION 199 8 and STAMPS FIRM NAME CHANGE REGISTRATION 200 9 and STAMPS HINDU MARRIAGE CERTIFICATE REGISTRATION PRE-REGISTRATION - DATA ENTRY AND SLOT 201 10 and STAMPS BOOKING REGISTRATION PRE-REGISTRATION - DATA ENTRY AND SLOT 202 11 and STAMPS BOOKING(AGRICULTURE) REGISTRATION PRE-REGISTRATION - DATA ENTRY AND SLOT 203 12 and STAMPS BOOKING(FLAT) REGISTRATION PRE-REGISTRATION - DATA ENTRY AND SLOT 204 13 and STAMPS BOOKING(PLOT) REGISTRATION 205 14 and STAMPS REGISTRATION OF FIRMS REGISTRATION 206 15 and STAMPS REGISTRATION OF SOCIETY REGISTRATION 207 16 and STAMPS SLOT BOOKING FOR REGISTRATION REGISTRATION 208 17 and STAMPS SUBMISSION OF APPEAL
Page 44 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
209 1 REVENUE AGRICULTURAL LAND VALUE APPLICATION 210 2 REVENUE AGRICULTURE INCOME CERTIFICATE 211 3 REVENUE APATHBANDHU SCHEME 212 4 REVENUE APPEALS ON DEMARCATION 213 5 REVENUE CC OF ROM 214 6 REVENUE CERTIFIED COPIES ISSUED BY RDO 215 7 REVENUE CERTIFIED COPIES OF TSLR 216 8 REVENUE CERTIFIED COPIES OF PANCHANAMA 217 9 REVENUE CHANGE OF NAME APPLICATION 218 10 REVENUE COMPUTERIZED ADANGAL 219 11 REVENUE CORRECTIONS IN CURRENT ADANGAL 220 12 REVENUE CRACKERS LICENSE FOR DIWALI 221 13 REVENUE DUPLICATE COPY OF CERTIFICATE - INCOME DUPLICATE COPY OF CERTIFICATE - 222 14 REVENUE INTEGRATED DUPLICATE COPY OF CERTIFICATE - 223 15 REVENUE RESIDENCE 224 16 REVENUE EBC CERTIFICATE 225 17 REVENUE EPASBOOK-REPLACEMENT 226 18 REVENUE EPASSBOOK-DUPLICATE 227 19 REVENUE EPASSBOOK-NEW 228 20 REVENUE EXTRACT OF D FORM PATTA 229 21 REVENUE EXTRACT OF HOUSE SITE PATTA 230 22 REVENUE EXTRACT OF NOC UNDER EXPLOSIVE ACT 231 23 REVENUE EXTRACT OF NOC UNDER PETROLEUM ACT 232 24 REVENUE EXTRACT OF ORC 233 25 REVENUE FAMILY MEMBER CERTIFICATE 234 26 REVENUE INCOME CERTIFICATE 235 27 REVENUE INTEGRATED CERTIFICATE ISES SERVICES - INCOME FEE 236 28 REVENUE REIMBURSEMENT 237 29 REVENUE ISES SERVICES -INCOME CERTIFICATE 238 30 REVENUE ISES SERVICES -INTEGRATED CERTIFICATE 239 31 REVENUE ISES SERVICES -RESIDENCE CERTIFICATE 240 32 REVENUE ISSUE OF ARM LICENCE(FRESH) 241 33 REVENUE ISSUE OF ARM LICENCE(RENEWAL) ISSUE OF NOC FOR STORING OF PETROLEUM 242 34 REVENUE PRODUCTS ISSUE OF OCCUPANCY RIGHTS CERT FOR 243 35 REVENUE INAM LANDS ISSUE OF SMALL AND MARGINAL FARMER 244 36 REVENUE CERTIFICATE 245 37 REVENUE ISSUE OF TONCH MAP 246 38 REVENUE LAND CONVERSION 247 39 REVENUE LATE REGISTRATION OF BIRTH
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248 40 REVENUE LATE REGISTRATION OF DEATH 249 41 REVENUE LOAN ELIGIBILITY CARD LOCAL CANDIDATE CERTIFICATE FOR 250 42 REVENUE EDUCATIONAL INSTITUTIONAL PURPOSE 251 43 REVENUE MANUAL ADANGAL 252 44 REVENUE MONEY LENDING 253 45 REVENUE MUTATION 254 46 REVENUE MUTATION AND E-PASSBOOK 255 47 REVENUE NFBS APPLICATION 256 48 REVENUE NO EARNING CERTIFICATE 257 49 REVENUE NO OBJECTION CERTIFICATE 258 50 REVENUE NO PROPERTY APPLICATION SERVICE 259 51 REVENUE NOC FOR CONSTRUCTION OF CINEMA HALL 260 52 REVENUE OBC CERTIFICATE 261 53 REVENUE PAWN BROKER PERMISSION FOR DIGGING AGRI/DRINKING 262 54 REVENUE WELL 263 55 REVENUE PERMISSION TO RUN THE BENEFIT SHOW 264 56 REVENUE POSSESSION CERTIFICATE 265 57 REVENUE PRAJAVANI 266 58 REVENUE REFUND OF TRADE DEPOSIT REGULARIZATION OF ENCROACHMENT IN 267 59 REVENUE GOVERNMENT LAND 268 60 REVENUE ReIssuance Of EBC 269 61 REVENUE ReIssuance Of Integrated Certificate 270 62 REVENUE ReIssuance Of OBC 271 63 REVENUE RENEWAL OF CINEMA LICENCE 272 64 REVENUE RESIDENCE CERTIFICATE - GENERAL 273 65 REVENUE RESIDENCE CERTIFICATE - PASSPORT 274 66 REVENUE ROR - 1B SETHWAR / SUPPLEMENTARY 275 67 REVENUE SETHWAR/RESETTLEMENT REGISTER/FLR 276 68 REVENUE STORAGE OF EXPLOSIVE MATERIAL LICENSE 277 1 RTA DL ABSTRACT 278 2 RTA DL SLOT BOOKING WITH FEE PAYMENT 279 3 RTA LL SLOT BOOKING WITH FEE PAYMENT 280 4 RTA RC ABSTRACT RURAL 281 1 DEVELOPMENT NTR-BHAROSHA SSP PAYMENTS RURAL 282 2 DEVELOPMENT REQUEST FOR AIDS & APPLIANCES RURAL 283 3 DEVELOPMENT REQUEST FOR SADAREM CERTIFICATE RURAL 284 4 DEVELOPMENT SAND ORDER PLACEMENT
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SCHOOL 285 1 EDUCATION CORRECTION OF SSC CERTIFICATE SCHOOL 286 2 EDUCATION SCHOOL REGISTRATION SOCIAL WELFARE APPLICATION FOR STUDENT SCHOLARSHIP 287 1 DEPARTMENT (RENEWAL) SOCIAL WELFARE APPLICATION FOR STUDENT 288 2 DEPARTMENT SCHOLARSHIP(FRESH) SOCIAL WELFARE 289 3 DEPARTMENT PREMATRICULATION SCHOLARSHIP SERVICE 290 1 SPDCL CATEGORY CHANGE - SPDCL 291 2 SPDCL CATEGORY LOAD CHANGE- SPDCL 292 3 SPDCL LOAD CHANGE- SPDCL 293 4 SPDCL NAME CHANGE -SPDCL NEW CONNECTION - 6A – STREET LIGHTS - 294 5 SPDCL SPDCL NEW CONNECTION - 6B – PUBLIC WATER 295 6 SPDCL WORKS - SPDCL NEW CONNECTION - GENERAL PURPOSE - 296 7 SPDCL SPDCL NEW CONNECTION - RELIGIOUS PLACES (TEMPLES, CHURCH, MOSQUE, 297 8 SPDCL GOVT.SCHOOLS ETC.) - SPDCL 298 9 SPDCL NEW CONNECTION COMMERCIAL -SPDCL NEW CONNECTION COMMERCIAL- 299 10 SPDCL HOARDINGS-SPDCL 300 11 SPDCL NEW CONNECTION DOMESTIC -SPDCL 301 1 SSLR F.M.B COPY 302 2 SSLR F-LINE PETITIONS 303 3 SSLR SUB DIVISION PATTA 304 4 SSLR VILLAGE MAP COPY TECHNICAL 305 1 EDUCATION APPLICATION FOR INTERIM CERTIFICATE TECHNICAL APPLICATION FOR MIGRATION 306 2 EDUCATION CERTIFICATE(TECHNICAL EDUCATION) TECHNICAL 307 3 EDUCATION DUPLICATE MARKS MEMO TECHNICAL 308 4 EDUCATION GENUINENESS CERTIFICATE 309 1 UIDAI AADHAAR DAILY ENROLLMENT DATA 310 2 UIDAI Aadhaar e-KYC 311 3 UIDAI KNOW & SEED YOUR AADHAAR 312 4 UIDAI KNOW YOUR AADHAAR WOMEN AND ANGANWADI WORKERS RECRUITMENT 313 1 CHILD WELFARE SERVICE
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List of B2C Services Department Service Description Service type Status S.No Description BSNL Service Bsnl Bill Payment Regular service Available 1 Department of Tax Collection (No Data Regular service Available 2 Commercial Taxes - With/Without Tax No)
Department of Vat/Tot Collection Regular service Available 3 Commercial Taxes
Tata Tele Services Tata Tele Services Ltd Regular service Available 4 Ltd Regional Transport Vehicle Qtly Tax(With Regular service Available 5 Authority Permit)
Regional Transport New Vehicle Life Tax Regular service Available 6 Authority
Regional Transport New Vehicle Quarterly Regular service Available 7 Authority Tax
Regional Transport Driving License Slot Regular service Available 8 Authority Booking
Regional Transport Learning License Slot Regular service Available 9 Authority Booking
Board of Intermediate Second Seasonal Available 10 Intermediate Year Marks service Education Board of Intermediate First Year Seasonal Available 11 Intermediate Marks service Education Board of Vocational First Year Seasonal Available 12 Intermediate Marks service Education Board of Intermediate Second Seasonal Available 13 Intermediate Year Marks service Education Board of Intermediate Vocational Seasonal Available 14 Intermediate Second Year Marks service Education AirTel Bill Payment(Airtel) Regular service Available 15
Page 48 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
AirTel Land Line Bill Payment(Airtel Land Regular service Available 16 Line) Police Department Traffic Challan Regular service Available 17 Payments
Police Department Red Light Challan Regular service Available 18 Payments
Police Department VIJAYAWADA TRAFFIC Regular service Available 19 CHALLAN PAYMENTS
AP Housing Board Hire Purchase/Sfs Regular service Available 20 Payments AP Housing Board Miscellaneous Payments Regular service Available 21 IDEA Cellular Bill Payment(Idea) Regular service Available 22 Limited Western Western Union(Money Regular service Not 23 Union(Money Transfer) Available Transfer) Vodafone Bill Payment(Vodafone) Regular service Available 24
The Krishna Dist Sale Of Milk Cards Regular service Available Milk Producers 25 Coop Ltd
Election Card Epic Duplicate Printing Regular service Available 26
Election Card Epic Correction(Form8) Regular service Available 27
Election Card Epic Correction(Form8a) Regular service Available 28
Election Card EPIC Pvc card Regular service Available 29 printing(25/-) Recruitment Fee Village Revenue Seasonal Available Payments(CGG) Assistants service 30
Recruitment Fee Lpcet Allotment Fee- Seasonal Available Payments(CGG) 2013 Phase Ii service 31
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Recruitment Fee LPCET Allotment Fee- Seasonal Available Payments(CGG) 2013 - SPOT service 32 ADMISSIONS
Recruitment Fee DIETCET Councelling- Seasonal Available Payments(CGG) 2013 service 33
Recruitment Fee DIETCET ALLOTMENT Seasonal Available Payments(CGG) PHASE-I PAYMENT- service 34 2013
Recruitment Fee DIETCET ALLOTMENT Seasonal Available Payments(CGG) PHASE-II PAYMENT- service 35 2013
Recruitment Fee Village Revenue Officers Seasonal Available Payments(CGG) service 36
Recruitment Fee Village Revenue Seasonal Available Payments(CGG) Assistants service 37
Recruitment Fee Both VRO and VRA Seasonal Available Payments(CGG) service 38
Recruitment Fee DIETCET 2013 - Seasonal Available Payments(CGG) ALLOTMENT PHASE-III service 39 PAYMENT SERVICE
Recruitment Fee DIETCET 2013 - Seasonal Available Payments(CGG) ALLOTMENT PHASE-III- service 40 1 PAYMENT SERVICE
Recruitment Fee APRJC CET -2014 FEE Seasonal Available Payments(CGG) PAYMENT service 41
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Recruitment Fee APRDC CET-2014 FEE Seasonal Available Payments(CGG) PAYMENT service 42
Recruitment Fee Admission Test for Class Seasonal Available Payments(CGG) V (2014-15) -AP service Residential Educational Institutions Society 43
Recruitment Fee ATFClassV(2014- Seasonal Available Payments(CGG) 15)MJPAPBCWREIS service 44
Recruitment Fee DEECET-2014 Seasonal Available Payments(CGG) service 45
Recruitment Fee MAHATMA Seasonal Available Payments(CGG) JYOTHIBAPHULE -RJC service 46 -Payment
Recruitment Fee LPCET-2014 FEE Seasonal Available Payments(CGG) PAYMENT service 47
Recruitment Fee MJAPBCWREIS - Seasonal Available Payments(CGG) VI,VII,VIII service 48 FEEPAYMENT SERVICE
Recruitment Fee APDSC 2014 Payment Seasonal Available Payments(CGG) service service 49
State Service Amendment Of Society Regular service Available 50 Delivery Gateway
State Service Application For Age Regular service Available 51 Delivery Gateway Certificate
State Service Application For Change Regular service Available Delivery Gateway Of Details (Form -8) 52
Page 51 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
State Service Application For Regular service Available Delivery Gateway Duplicate Memorandum 53 Of Marks
State Service Application For Fee Regular service Available 54 Delivery Gateway Payment
State Service Application For Regular service Available Delivery Gateway Issuance Of Duplicate 55 Registration Certificate
State Service Application For Regular service Available 56 Delivery Gateway Migration Certificate
State Service Application For Notice Regular service Available 57 Delivery Gateway Of Change
State Service Application For Regular service Available Delivery Gateway Objection/ Deletion Of Name In The Electoral Role ( Form -7) 58
State Service Application For Re- Regular service Available Delivery Gateway Counting Of Marks 59
State Service Application For Regular service Available Delivery Gateway Registration Of Contrunction Workers 60
State Service Application For Regular service Available Delivery Gateway Registration Of Shop / Establishment 61
State Service Application For Renewal Regular service Available Delivery Gateway Of Registration 62 Certificate
Page 52 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
State Service Application For Regular service Available Delivery Gateway Transposition(Form-8a) 63
State Service Applying For Trade Regular service Available 64 Delivery Gateway License
State Service Building Permissions Regular service Available 65 Delivery Gateway
State Service Building Permissions Regular service Available Delivery Gateway Return Submissions 66
State Service Certified Copy Of Bye Regular service Available 67 Delivery Gateway Law
State Service Certified Copy Of Firm Regular service Available 68 Delivery Gateway Registration
State Service Certified Copy Of Regular service Available 69 Delivery Gateway Society Registration
State Service Change In Constitution Regular service Available 70 Delivery Gateway Firm
State Service Dl Abstract Regular service Available 71 Delivery Gateway
State Service Dl Slot Booking With Regular service Available 72 Delivery Gateway Fee Payment
State Service EPIC PVC Card / Regular service Available Delivery Gateway Issuance of Voter Id 73 Card
State Service Exemption Request Regular service Available 74 Delivery Gateway
State Service Firm Name Change Regular service Available 75 Delivery Gateway
Page 53 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
State Service Inclusion Of Name In Regular service Available Delivery Gateway The Electoral Roles 76 (Form-6)
State Service Issuance Of Certificates Regular service Available Delivery Gateway For (Character, Antecedents, No Objection For Vehicle) 77
State Service Issue Of Epic Card Regular service Available 78 Delivery Gateway
State Service License For Hostels, Regular service Available Delivery Gateway Lodges, Theme, Entertainment, Restaurants, Bars, Dhabas And Resorts 79
State Service Ll Slot Booking With Fee Regular service Available 80 Delivery Gateway Payment
State Service Missing / Lost Regular service Available Delivery Gateway Documents / Bank Cards / Credit Cards / 81 Mobile Phones Etc.
State Service New Assessment Regular service Available 82 Delivery Gateway Request
State Service Permission For Water Regular service Available 83 Delivery Gateway Connections
State Service Permission Of Regular service Available 84 Delivery Gateway Bandhobust
State Service Pre-Registration Slot Regular service Available 85 Delivery Gateway Booking
Page 54 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
State Service Rc Abstract Regular service Available 86 Delivery Gateway
State Service Registration Of Firms Regular service Available 87 Delivery Gateway
State Service Registration Of Society Regular service Available 88 Delivery Gateway
State Service Renewal Of Trade Regular Available 89 Delivery Gateway License service
State Service Ssdg Services Regular Available 90 Delivery Gateway service
State Service Sub-Division Request Regular Available 91 Delivery Gateway service
State Service Submission Of Appeal Regular Available 92 Delivery Gateway service
State Service Transfer Of Title Deeds Regular Available 93 Delivery Gateway service
State Service Vacation Remission Regular Available 94 Delivery Gateway service
APSCHE Ecet Fee Payment Seasonal Available 95 service APSCHE EMCET FEE PAYMENT Seasonal Available SERVICE 2014 service 96
APSCHE ICET Fee Payment-2014 Seasonal Available 97 service APSCHE PGCET FEE PAYMENT Seasonal Available 98 service APSCHE PECET Fee Payment- Seasonal Available 99 2014 service APSCHE EDCET Fee Payment Seasonal Available 100 2014 service APSCHE LAWCET FEE PAYMENT Seasonal Available 101 2014 service
Page 55 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
APSCHE PGEC GATE/GPAT- Seasonal Available 102 2014 service
APSCHE EAMCET evaluation of Seasonal Stopped OMR Sheet PAYMENT service by 103 SERVICE departme nt
AP State Open Ssc Exam Fee Seasonal Available 104 School Society service
AP State Open Intermediate Exam Fee Seasonal Available 105 School Society service
AP State Open Ssc Admission Payment Seasonal Available 106 School Society service
AP State Open Inter Admission Seasonal Available 107 School Society Payment service
AP State Open SSC Recounting Fee Seasonal Moved to School Society Collection service Meeseva 108
AP State Open Inter Recounting Fee Seasonal Moved to School Society Collection service Meeseva 109
AP State Open SSC RECOUNTING FEE Seasonal Moved to School Society COLLECTION-2015 service Meeseva 110
AP State Open INTER RECOUNTING Seasonal Moved to School Society FEE COLLECTION-2015 service Meeseva 111
AP State Open SSC Exam Fee Payment Seasonal Available 112 School Society Service-2015 service
AP State Open INTER Exam Fee Seasonal Available 113 School Society Payment Service-2015 service
Page 56 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
Eastern Power Collection Of Electricity Regular service Available Distribution Charges (EPDCL) 114 Company Ltd(EPDCL)
Eastern Power Collection Of Electricity Regular service Available Distribution Charges (offline EPDCL) 115 Company Ltd(EPDCL)
Eastern Power Collection Of Electricity Regular service Available Distribution Charges (EPDCL) 116 Company Ltd(EPDCL)
Southern Power Collection Of Electricity Regular service Available Distribution Charges (SPDCL) 117 Company Ltd
Southern Power Collection Of Electricity Regular service Available Distribution Charges (SPDCL)- 118 Company Ltd Offline
Southern Power Collection Of Electricity Regular service Available Distribution Charges (SPDCL) - No 119 Company Ltd Data
Director Of Application For Birth Regular service Available Municipal 120 Administration
Director Of Property Tax Regular service Available Municipal 121 Administration
Director Of Water Tax Regular service Available Municipal 122 Administration
School Fees Visakha Valley School Regular service Available 123 (2012-2013)
Page 57 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
School Fees Visakha Valley School Regular service Available 124 (2013-2014)
Directorate of Issue Of Birth Regular service Available Muncipal Certificate 125 Administration of Birth and Death
Directorate of Issue Of Death Regular service Available Muncipal Certificate 126 Administration of Birth and Death
Shivas List Register Workers Regular service Available 127 Shivas List Search Workers Regular service Available 128 Shivas List Sell Crops Regular service Available 129 Shivas List Search Crops Regular service Available 130 FOREST FOREST DEPARTMENT Momentary Available TEST FEE PAYMENT service 131
Durga Temple Uyyala Seva (Every Regular service Moved to 132 Services Sunday) Meeseva
Durga Temple Swarna Pushparchana Regular service Moved to Services (Every Thursday) Meeseva 133
Durga Temple Srichakra Regular service Moved to 134 Services Navavaranarchana Meeseva
Durga Temple Sri Malleswara Regular service Moved to Services Swamyvarla Meeseva 135 Rudrabhisekam(One Day)
Durga Temple Sri Malleswara Swamy Regular service Moved to Services vari abhisekham Meeseva 136 (Saswatham)
Page 58 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
Durga Temple Sri Ammavari Regular service Moved to Services Kadgamalarchana Meeseva 137 (Antaralayam)
Durga Temple Saswatha Regular service Moved to Services Sahasranamarchana to Meeseva Kanakadurga Ammavaru (For 52 138 Fridays)
Durga Temple Saswatha Regular service Moved to Services Astotranamarchana to Meeseva Kanakadurga Ammavaru (For 52 139 Fridays)
Durga Temple Sarpadoshanivarana Regular service Moved to 140 Services (One Day) Meeseva
Durga Temple Santhi Kalyanam(One Regular service Moved to 141 Services Day) Meeseva
Durga Temple sahasranamarchana to Regular service Moved to Services kanakadurga Meeseva 142 Ammavaru(for 52 Fridays)
Durga Temple Sahasranamarchana Regular service Moved to Services Ammavari( One Day) Meeseva 143
Durga Temple Saharsanamarchana Regular service Moved to Services (Malleswara Swamy vari Meeseva 144 )
Durga Temple Rudrabhisekam to Sri Regular service Moved to Services Malleswara Swamy Meeseva vary(for 52 Mondays) 145
Durga Temple Pancha Harathulu ( One Regular service Moved to 146 Services Day) Meeseva
Page 59 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
Durga Temple Pallaki Seva (Once Year) Regular service Moved to 147 Services Meeseva Durga Temple Pallaki Seva Regular service Moved to 148 Services Meeseva Durga Temple LakshaKumkumarchan Regular service Moved to 149 Services a(One Day) Meeseva
Durga Temple Gomata Pooja Regular service Moved to 150 Services Meeseva Durga Temple Chandihomam(One Day) Regular service Moved to 151 Services Meeseva Durga Temple Astotranamarchana to Regular service Moved to Services Kanakadurga Meeseva 152 Ammavaru(for 52 Fridays)
Durga Temple Astotranamarchana Regular service Moved to Services Ammavari(One Day) Meeseva 153
Durga Temple Astotharam (Malleswara Regular service Moved to 154 Services Swamy vari ) Meeseva
SCBR SCBR Regular service Available 155 Miscellaneous Mro Regular service Available Services Services(Birth/Death/Le 156 gal Heir)
Miscellaneous SSC (General) Results Regular service Available 157 Services Miscellaneous Duplicate Receipt Regular service Available 158 Services Miscellaneous Meeseva Applications Regular service Available 159 Services Sale
Miscellaneous Meeseva Additional Regular service Available 160 Services Copies
Miscellaneous SSC RESULTS 2014 Regular service Available 161 Services Cherukuri IT IT Returns Filing Regular service Available 162 returns
Page 60 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
Annexure III-Number of Transactions (From April 2014 TO March 2015)
Annexure IV (a)-
Present Data Centre Architecture and Bill of Material
Mee Seva NETWORK ...... 3rd Tier
Leased Line Departmental ( Govt.. Depart. ) Servers Sn S1 ISDN C e Firewall Leased Line n Router Pool INTERNET t ISDN r LAN-1 a l 2nd Tier LAN 3 LAN 2 S i Web Apln t NMS Servers e Web DB Server Servers DOT Exchange Leased Line Leased Line 1st Tier ( ICSC Locations )
ISDN ICSC location-1 ISDN ICSC location- 18 Card printer Router Router Counter Counter Terminals Terminals With …. With Printers …. Printers
Kiosk
Page 61 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I)
Annexure IV (b)- Present Architecture of Mee Seva Service Centre and Bill of Material
Mee Seva centre Layout
Central Router at central site
DOT Exchange Leased Line Leased Line 1st Tier ( ICSC Locations )
ISDN Mee Seva location-1 ISDN Mee Seva location
Router Router Counter Counter Terminals Terminals With …. With Printers …. Printers
Page 62 of 69 RFP for Procurement of Secured Stationery for ESD (Mee Seva) Annexure V Service Delivery and Grievance Handling Process
1. Service delivery Process at Service Counters: a. Customer comes to Mee Seva Centre and approaches Token Counter b. EQMS integrated time stamp: i. when customer arrives at the Token Counter and obtains Token ii. when customer token is called iii. on completion of service delivery c. Counter operator enters customer details to display details or use Bar Code Reader to capture details from Bar Coded Bills d. Acceptance of payment in form of Cash/Cheque/Demand/Credit Card e. Issue of Receipt and completion of delivery of service f. Transmission/Communication of transaction details to Mee Seva Data centre and department server g. Cancelling the receipt and reversing the transaction done due to mistakes and treating this transaction as a new transaction with a unique transaction code h. Storing the cancelled transaction details and transaction code in the database at the MEE SEVA data center along with a text explanation for cancellation. i. In case of Cheque Bounce, provision for reverse entry in Data base of Mee Seva and department server. Provision to prepare refund claim statement for claiming refund from department. Locking Customer account for payment through cheque till account is unlocked under orders of ESD. Warning display to counter operator of such accounts when ever such customer visits Mee Seva, to help recovery of amount.
2. Service Delivery through MEE SEVA Portal:
a. Processing the payment through payment gateway and handling error messages b. Generating a unique MEE SEVA transaction code and storing transaction information and transaction data to the MEE SEVA database c. Transmitting and storing the transaction information in the Department Server d. Help desk (during working hours) for handling customer’s issues and resolving failed transactions details. e. Provision for help through email service. Reply to emails with in 24 hours. f. Provision to reverse entry in case of failed transaction with complete log for audit g. Provision for handling and resolving Charge Back claimed by Payment gateway bank. h. In case of claim for Charge Back, provision for reverse entry in Data base of Mee Seva and department server. Provision to prepare refund claim statement for claiming refund from department. Locking Customer account for payment through Internet till account is unlocked under orders of ESD. Warning display to counter operator of such accounts when ever such customer visits Mee Seva, to help recovery of amount.
3. Grievances handling and Resolution a. Provision for Suggestion and complaint Box at each Centre b. Provision to collect such petitions and entry there on in Mee Seva portal c. Provision for filing Suggestion and complaint Online in Mee Seva / Central portal d. Resolving complaints and updating status e. Provision to citizen to view status of his case. f. Generation and printing of report on grievance handling and resolution
Page 63 of 69 RFP for Procurement of Secured Stationery for ESD (Mee Seva)
Annexure VI
Citizens Charter for Mee Seva
Mee Seva is committed to translate the concept of giving to the people of Andhra Pradesh a Simple, Moral, Accountable, Reliable & Transparent (SMART) Administration. This charter is a step in that direction.
We are committed to provide speedy, transparent and quality services to citizens.
We assure that our services will be accurate, reliable and timely. We shall provide the following services through Mee Seva centers within the time standards mentioned below:
Sno Name of the service Maximum time limit for delivery of Service/ transaction 1. Sale of Documents 15 minutes. 2. Payment of bills 15 minutes. 3. Payment of bills on Internet 10 minutes 4. G2C Service 15 minutes
Note:
1. The time shall be counted from the time the Citizen collects the token in the service counter concerned. 2. The Charter is applicable only in respect of standard transactions only. 3. Our aim is to offer courteous and helpful services to citizens 4. We guarantee that the citizen will be treated courteously. 5. If you need guidance or help in filling the forms or information about rules and regulations, please approach the “Help Desk” counter for help. 6. Our Website is as mentioned in Tender Call Norice 7. If there is any delay in the delivery of our services as committed through this charter, we request the citizens to give their free and honest feedback though feed back form or though Website or send to
The Director, ESD Ground Floor, Banjara Hills, Road No.7, Hyderabad-500034,India
Annexure VII
LIST OF CENTRES PARTICULARS & MEESEVA URBAN FRANCHISEES.
Sl No of No District Center Name Counters FRANCHISEE COUNTERS 1 SRIKAKULAM SRIKAKULAM 25 2 SRIKAKULAM PALASA 1 3 SRIKAKULAM MEP SCHOOL ICHAPURAM 3 4 SRIKAKULAM RTC COMPLEX RAJAM 2 5 SRIKAKULAM RYTHU BAZAR-SRIKAKULAM 4 Page 64 of 69 RFP for Procurement of Secured Stationery for ESD (Mee Seva) 6 SRIKAKULAM SUNDAY MARKET KASIBUGGA 2 7 SRIKAKULAM VILLAGE CHAVADI-OLDSRIKAKULAM 5 VEGETABLE MARKET 8 SRIKAKULAM AMUDALAVALASA 3 9 VIZIANAGARAM MPL PREMISES BOBBILI 4 10 VIZIANAGARAM DASANNAPETA 4 FRANCHISEE COUNTERS 11 VIZIANAGARAM VIZIANAGARAM 39 12 VIZIANAGARAM OLD BUSTAND PREMISES 4 MADANAPALLY-PATEL ROAD 13 VIZIANAGARAM PARVATHIPURAM 4 14 VIZIANAGARAM RTC COMPLEX 6 15 VIZIANAGARAM SALURU 3 16 VISAKHAPATNAM AKKAYYAPALEM VISAKHAPATNAM 3 17 VISAKHAPATNAM ARILOVA VISAKHAPATNAM 3 18 VISAKHAPATNAM ASILMETTA VISAKHAPATNAM 4 MUNICIPAL CHOULTRY 19 VISAKHAPATNAM BHEEMUNIPATNAM 3 20 VISAKHAPATNAM LIBRARY STREET BHEEMUNIPATNAM 4 21 VISAKHAPATNAM BILLJUNCTION SURYABAGH 7 22 VISAKHAPATNAM BUTCHIRAJPALEM VISAKHAPATNAM 4 23 VISAKHAPATNAM CHINAGANTYADA GAJUWAKA 4 24 VISAKHAPATNAM COMMUNITY HALL BRUNDAVAN 1 25 VISAKHAPATNAM CHITTIVANIPALEM GAJUWAKA 3 26 VISAKHAPATNAM CHINA WALTAIR VISAKHAPATNAM 1 FRANCHISEE COUNTERS 27 VISAKHAPATNAM VISAKHAPATNAM 89 28 VISAKHAPATNAM GNANAPURAM VISAKHAPATNAM 2 29 VISAKHAPATNAM KANCHARAPALEM 1 30 VISAKHAPATNAM MALKAPURAM VISAKHAPATNAM 5 31 VISAKHAPATNAM MADHAVADHARA 4 32 VISAKHAPATNAM NTR STADIUM ANAKAPALLE 3 33 VISAKHAPATNAM PEDAGANTYADA GAJUWAKA 3 RYTHUBAZAR VADLAPUDI 34 VISAKHAPATNAM GAJUWAKA 4 35 VISAKHAPATNAM RK BEACH VISAKHAPATNAM 1 36 VISAKHAPATNAM SEETHAMMADHARA MPL PREMISES 3 37 EASTGODAVARI RJY-AC GARDENS 2 38 EASTGODAVARI AMP NEAR FIRE STATION 2 39 EASTGODAVARI KKD-BHASKAR NAGAR 3 FRANCHISEE COUNTERS EAST 40 EASTGODAVARI GODAVARI 80 41 EASTGODAVARI KKD-GANDHINAGAR 3 42 EASTGODAVARI KKD-JAGANNAIKPUR 3 43 EASTGODAVARI RJY-KTP BUS STAN 3 44 EASTGODAVARI RJY-MCR COMPLEX 4 45 EASTGODAVARI MANDAPETA 4 46 EASTGODAVARI PEDDAPURAM 3 47 EASTGODAVARI RJY-PR NAGAR 5 48 EASTGODAVARI PITAHPURAM 2 Page 65 of 69 RFP for Procurement of Secured Stationery for ESD (Mee Seva) 49 EASTGODAVARI R C PURAM 4 50 EASTGODAVARI KKD-RP LINE 3 51 EASTGODAVARI KKD-SALIPETA 4 52 EASTGODAVARI SAMALKOT 2 53 EASTGODAVARI RJY-SEETAMPET 2 54 EASTGODAVARI TUNI 4 AMP M. OFFICE ELURU - AMEENA 55 WESTGODAVARI PET CENTER 6 56 WESTGODAVARI BHIMAVARAM GUNIPUDI CENTER 5 BHIMAVARAM SRIRAMAPURAM 57 WESTGODAVARI CENTER 3 FRANCHISEE COUNTERS WEST 58 WESTGODAVARI GODAVARI 44 59 WESTGODAVARI ELURU - KOTHA PETA CENTER 3 KOVVURU MUNICIPAL COMPOUND 60 WESTGODAVARI CENTER 2 61 WESTGODAVARI NARSAPUR KAPPALA PETA CENTRE 1 NIDADAVOLU MUNICIPAL OFFICE 62 WESTGODAVARI ROAD CENTER 2 63 WESTGODAVARI NARSAPUR STEAMER ROAD CENTER 1 64 WESTGODAVARI PALACOL MG ROAD CENTRE 5 PALCOL WEAVERS COLONY PARK 65 WESTGODAVARI CENTRE 3 TANUKU COOPERATIVE SOCIETY 66 WESTGODAVARI CENTER 5 TADEPALLIGUDAM KOBBARI THOTA 67 WESTGODAVARI CENTRE 1 TADEPALLIGUDEM MUNICIPAL 68 WESTGODAVARI COMPOUND CENTER 3 69 WESTGODAVARI TANUKU RAITHU BAZAR CENTRE 4 70 KRISHNA AJIT SINGH NAGAR VIJAYAWADA 6 71 KRISHNA BHAVANIPURAM VIJAYAWADA 3 72 KRISHNA CHUTTUGUNTA VIJAYAWADA 4 73 KRISHNA CHILAKALAPUDI MACHILIPATNAM 4 74 KRISHNA CHITTINAGAR VIJAYAWADA 5 75 KRISHNA FRANCHISEE COUNTERS KRISHNA 50 I G MUNICIPAL STADIUM COMPLEX 76 KRISHNA VIJAYAWADA 5 GANDHIPARK MAIN ROAD 77 KRISHNA JAGGAIAHPET 5 78 KRISHNA KEDARESWARAPET VIJAYAWADA 5 79 KRISHNA K G MARKET VIJAYAWADA 6 80 KRISHNA VMC PREMISES VIJAYAWADA 4 81 KRISHNA NTR PREMISES GUDIWADA 5 NTR SHOPPING COMPLEX 82 KRISHNA VIJAYAWADA 2 83 KRISHNA CATTLE YARD MACHILIPATNAM 6 84 KRISHNA GANDHI PARK NUZVID 6 85 KRISHNA BEHIND MUNICIPAL OFFICE PEDANA 4 86 KRISHNA PATAMATA-VIJAYAWADA 5 87 KRISHNA RANIGARITHOTA VIJAYAWADA 3
Page 66 of 69 RFP for Procurement of Secured Stationery for ESD (Mee Seva) 88 KRISHNA RAJENDRA NAGAR-GUDIWADA 4 89 KRISHNA RADHANAGAR VIJAYAWADA 2 90 KRISHNA RAJUPET MACHILIPATNAM 2 91 KRISHNA SAIBABA TEMPLE VIJAYAWADA 5 SATYANARAYANAPURAM 92 KRISHNA VIJAYAWADA 6 93 GUNTUR BAPATLA 5 94 GUNTUR CHILAKALURI PET KASTURIBHA 3 95 GUNTUR CHILAKALURIPETA-VASAVINAGAR 1 96 GUNTUR COLLECTORATE 6 97 GUNTUR FRANCHISEE COUNTERS GUNTUR 88 98 GUNTUR GUNTUR-BR STADIUM 4 99 GUNTUR GUNTUR-LAKSHMIPURAM 9 100 GUNTUR MACHERLA 3 101 GUNTUR MANGALAGIRI 4 102 GUNTUR NARASARAOPETA-ANGEL THEATER 3 103 GUNTUR NARASARAOPETA-PANASATHOTA 3 104 GUNTUR GUNTUR-NAAZCENTRE 5 105 GUNTUR PATTABHIPURAM 6 106 GUNTUR REPALLE 4 107 GUNTUR SATTENAPALLI 2 108 GUNTUR TENALI-OLD BUSSTAND 5 109 GUNTUR TENALI-MUNICIPAL SCHOOL 1 110 GUNTUR TENALI-TB 5 111 GUNTUR VINUKONDA 1 112 PRAKASAM ADDANKI BUS STAND 4 113 PRAKASAM SURESHMAHAL 5 114 PRAKASAM FRANCHISEE COUNTERS PRAKASAM 36 115 PRAKASAM KANDUKUR 3 116 PRAKASAM MARKAPURAM 4 117 PRAKASAM NRPM HIGH SCHOOL PREMISES 3 118 PRAKASAM GHOSHA HOSPITAL PREMISES 6 119 PRAKASAM SANTHAPETA 5 120 NELLORE FRANCHISEE COUNTERS NELLORE 58 121 NELLORE Gudur M.R.O Office Compound 3 122 NELLORE Kavali Station Road 4 123 NELLORE Rsrm Nawabpet 7 124 NELLORE ShodhanNagar Nellore 12 125 NELLORE Vedayapalem Trunk Road 3 VENKATAGIRI THRIBHUVANI 126 NELLORE CENTER 2 127 CHITTOOR TIRUPATHI-ALIPIRI 4 128 CHITTOOR TIRUPATHI-BIRAGIPATTEDA 4 129 CHITTOOR CHITTOOR-GREAMSPET 4 130 CHITTOOR THIRUPATHI FRANCHISES 52 131 CHITTOOR TIRUPATHI-GANDHI ROAD 4 132 CHITTOOR CHITTOOR-MUNICIPAL COMPLEX 3 133 CHITTOOR CHITTOOR-MSR COMPLEX 3
Page 67 of 69 RFP for Procurement of Secured Stationery for ESD (Mee Seva) 134 CHITTOOR PUNGANUR-PUNGANUR 3 MADANAPALLY-PATEL ROAD 135 CHITTOOR PARVATHIPURAM 6 136 CHITTOOR MADANAPALLY-CTM ROAD 3 SRI KALAHASTHI-URBAN POLICE 137 CHITTOOR STATION 4 138 CHITTOOR CHITTOOR-SANTHA PET 2 139 CHITTOOR TIRUPATI-S.V.U ROAD 5 140 CHITTOOR TIRUPATHI-MUNICIPAL PREMISES 8 141 KADAPA COLLECTORATE CAMPUS KADAPA 4 142 KADAPA ESEVA CENTRE JAMMALAMADUGU 3 143 KADAPA KADAPAFRANCHASE 40 144 KADAPA GANGAMMA TEMPLE PRODDUTUR 3 145 KADAPA AKKAYAPALLI ESEVA KADAPA 2 146 KADAPA NGOs COLONY KADAPA 2 147 KADAPA NEHRU PARK KADAPA 2 148 KADAPA VASANTHAPET PRODDUTUR 4 149 KADAPA DATA CENTRE KADAPA 2 150 KADAPA ESEVA CENTRE PULIVENDULA 1 151 KADAPA TB PREMISES PRODDUTUR 3 152 KADAPA ESEVA CENTRE RAYACHOTY 3 153 ANANTHAPUR GUNTAKAL BENCHKOTTAL 2 154 ANANTHAPUR CHOWDESHWARI COLONY HINDUPUR 2 155 ANANTHAPUR MARKET ROAD DHARMAVARAM 2 156 ANANTHAPUR Ananthapur Franchise 56 157 ANANTHAPUR GUNTAKAL-GOOTYROAD 2 MUNICIPAL WATER TANK PREMISES- 158 ANANTHAPUR KADIRI 2 159 ANANTHAPUR ANANTHAPUR-OLDTOWN 4 160 ANANTHAPUR MUNICIPAL CAMPUS HINDUPUR 3 ANANTHAPUR-2ND ROAD MUNICIPAL 161 ANANTHAPUR PARK 2 162 ANANTHAPUR ORIENTAL SCHOOL HINDUPUR 2 163 ANANTHAPUR ANANTHAPUR-RAMNAGAR 4 RAMADASAPPA LAYOUT- 164 ANANTHAPUR RAYADURGAM 3 165 ANANTHAPUR TADIPATRI-VEDAPALEM 3 166 KURNOOL ADONI KALLU BAVI 1 167 KURNOOL ADONI MUNCIPAL OFFICE 3 168 KURNOOL ADONI RAMJAL ROAD 1 169 KURNOOL FRANCHISE CENTERS KURNOOL 61 170 KURNOOL KURNOOL ABBASNAGAR 2 171 KURNOOL KURNOOL MADDUR NAGAR 3 172 KURNOOL KURNOOL-OLDBUSSTAND 3 173 KURNOOL KALLUR ROAD,KURNOOL 3 174 KURNOOL NANDYAL MUNCIPAL HIGH SCHOOL 2 175 KURNOOL NANDYALA MUNCIPAL OFFICE 2 176 KURNOOL NANDYAL RS ROAD 1 177 KURNOOL YEMMIGANUR GANDHI NAGAR 1
Page 68 of 69 RFP for Procurement of Secured Stationery for ESD (Mee Seva) 178 KURNOOL NTR COLONY YEMMIGANUR 1
Annexure VIII CORE COMPONENTS OF MEE SEVA SOLUTION ARCHITECTURE
The core components of MeeSeva project are:
1. Data Centre and Disaster Recovery Site 2. MeeSeva / Central portal Servers 3. MeeSeva Service Centres 4. MeeSeva Online Portal and e-Payment System 5. MeeSeva Network 6. Application software 7. EMS and EQMS 8. Human Resource to run the System
Page 69 of 69