REQUEST FOR PROPOSAL DEVELOPMENT, IMPLEMENTATION, OPERATION AND MAINTENANCE OF INTELLIGENT TRANSIT MANAGEMENT SYSTEM (ITMS) FOR SURAT MUNICIPAL CORPORATION, SURAT PART 2 – SCOPE OF SERVICES AND TECHNICAL SPECIFICATIONS AUGUST 2015 SURAT MUNICIPAL CORPORATION GUJARAT. INDIA Table of Contents 1. List of abbreviations used in the document 7 2. Introduction 9 2.1. Objective of Implementing ITMS 9 2.2. ITMS Requirement Summary 9 2.3. Purpose of Open ITS standards & Architecture 11 3. Solution Overview 13 3.1. Integrated ITMS Overview 13 3.2. BRTS Bus Station ITS Overview 14 3.3. City Bus Station ITS Overview 15 3.4. BUS ITS Infrastructure Overview 15 3.5. ITMS Communication System Overview 17 4. Functional Specifications for ITMS 18 4.1. Integrated Operations Management Platform 18 4.2. Automated Vehicle Location System 19 4.3. Passenger Information System 20 4.4. Vehicle Scheduling and Dispatch System 21 4.5. Depot Management System 22 4.6. Functional Solution Landscape 22 5. Technical Specifications for ITMS 24 5.1. GPS Based Automated Vehicle Location System 24 5.1.1. Bus Vehicle tracking device 24 5.1.2. AVLS Software: 25 5.1.3. AVLS Controller Software Functionalities 25 5.1.4. Driver Console Configuration & Management 27 5.1.5. PIS Display Configuration and Management 27 5.1.6. Maintenance Requirements 28 5.2. Passenger Information System 28 5.2.1. PIS at Bus Stations and terminals 28 5.2.2. Display System Technical Requirement (PIS): 29 5.2.3. PIS on bus 30 ITMS FOR SURAT MUNICIPAL CORPORATION, GUJARAT, INDIA Page 2 of 178 5.2.4. Web Portal for Bus Schedule &ETA 31 5.3. Depot Management System 31 5.3.1. Stores and Inventory 33 5.3.2. Depot Personnel HR and Payroll 34 5.3.3. Human Resource Management 34 5.3.4. Payroll Application Requirements: 34 5.3.5. Specifications for DMS work Stations: 35 5.4. Incident Management System 35 5.4.1. Emergency/incident management 35 5.5. Call Centre Management 36 5.6. Computer aided Scheduling and Dispatch 37 5.6.1. Computer Aided Dispatch 37 5.6.2. Schedule Adherence Support 38 5.6.3. Route Condition Monitoring 38 5.6.4. Dynamic rescheduling 39 5.7. Central Control Centre (CCC) 40 5.7.1. System Description of CCC 40 5.7.2. General Software Architecture for SMC 43 5.7.3. Typical View for Software Components and Interfaces 44 5.7.4. CCS Communication Links: 44 5.7.5. CCS hardware and software 44 5.7.6. Configuration Data Management 45 5.7.7. Data Storage 46 5.7.8. CCC Security 46 5.7.9. Clock Management 47 5.7.10. Reports 47 5.8. Fare Gate 48 5.8.1. Function of fare gate – Flap Type 48 5.8.2. SECURE ACCESS via GATE ADAPTATION KIT 49 5.8.3. Features of fare gate 49 5.9. Flap Gate Validator 51 5.10. Business Intelligence Platform for Reporting 53 5.10.1. Management Dashboard 53 5.10.2. Searching & Filtering 55 ITMS FOR SURAT MUNICIPAL CORPORATION, GUJARAT, INDIA Page 3 of 178 5.10.3. Reporting 56 5.10.4. Data Retrieval & Management 59 5.10.5. ETL 60 5.10.6. Data Quality Management 62 5.10.7. BI Configuration and Management 62 5.10.8. Dashboard and Reporting Requirement for ITMS 64 5.10.9. Transit Performance Measures 65 5.11. Enterprise Management System 67 5.11.1. Management of Infrastructure at Client-side locations 68 5.11.2. Detailed Specifications for Enterprise Management System 69 5.11.3. Network Fault Management System 69 5.11.4. Configuration Management 71 5.11.5. Service Level Management 72 5.11.6. Performance Management: 73 5.11.7. Server Performance Monitoring: 77 5.11.8. Database Performance Monitoring 78 5.11.9. Web-Application Performance Monitoring : 78 5.11.10. Helpdesk Management 80 5.11.11. Detailed Specifications for IT Asset Management 81 5.11.12. Enterprise Network Monitoring and Management Solution – Other Key Requirements 84 5.12. Enterprise Computing Security 85 5.12.1. Server security 85 5.12.2. Data security 85 5.12.3. Network Security 86 5.12.4. Edge security 86 5.12.5. Communication Security 86 5.13. ITMS Computing, Network & Storage infrastructure Specification 87 5.13.1. Design Principals 87 5.13.2. Non-Functional Requirements 88 5.13.3. Sizing Requirements 90 5.13.4. Enterprise Computing Architecture 90 5.13.5. Enterprise Computing Requirements 91 5.13.6. Hardware Requirements 91 5.13.7. Servers Requirements 92 5.13.8. Virtualization Requirements 95 ITMS FOR SURAT MUNICIPAL CORPORATION, GUJARAT, INDIA Page 4 of 178 5.13.9. Network Infrastructure Requirements 95 5.13.10. Internet Routers 96 5.13.11. Link Load Balancers 96 5.13.12. Firewalls 96 5.13.13. IPS/IDS 97 5.13.14. DMZ Switches 97 5.13.15. Servers Load Balancers 98 5.13.16. WAN Routers 98 5.13.17. L2/L3 Switches 99 5.13.18. Application Servers Load Balancers 99 5.13.19. Server Farm Switches 100 5.13.20. Wide Area Network (WAN) 101 5.13.21. Storage and Backup Requirements 101 5.13.22. ITMS Compute Infrastructure Architecture 105 5.13.23. Data Centre Safety and Security 107 5.13.24. Handheld Ticketing Terminal for City Bus Ticketing 110 5.13.25. Barcode based Ticket validator or Flap Barriers 111 5.13.26. UPS for BRTS Bus Station 112 5.13.27. UPS for Central Control Centre 113 5.13.28. Point of Sale system for BRTS stations 114 5.13.29. Station Server Specification 115 5.13.30. Specifications for LED based Video Wall Module 116 5.13.31. BRTS Bus Controller and Driver Console 119 5.13.32. Bus Passenger Information System Specifications 122 5.13.33. City Bus Station PIS Specifications 126 5.13.34. PIS Display Test Compliances 128 5.13.35. GPS based On-board unit for City Bus 131 5.13.36. BRT station LED TV based PIS Display System 134 5.14. Training Room and Test Systems 135 5.15. Human Resource Management 136 5.16. Commercial Operations and Maintenance - Bus stations, Bus Depots, Buses, Control Centre 136 5.17. Business Continuity Plan 136 5.18. Application and System Audit 137 5.19. Scope of Pilot Implementation 137 5.20. Change Management Procedure 138 ITMS FOR SURAT MUNICIPAL CORPORATION, GUJARAT, INDIA Page 5 of 178 5.21. Computerized Call Management System 138 5.22. Project Management Requirements 138 5.22.1. Project Management Personnel 139 5.22.2. Project Meetings 142 5.22.3. QUALITY ASSURANCE 151 5.23. ITMS SLA Requirements - Service Level Agreement 159 5.23.1. Management of Services/General principles 159 5.23.2. Scope of SLA 161 5.23.3. Severity Definition Chart 162 5.23.4. Fault rectification 164 5.23.5. Propose SLA Structure 167 5.23.6. Service Level Agreements for Handheld Ticketing Terminal 167 5.23.7. Service Level Agreements for AVLS Units 168 5.23.8. Service Level Agreements PIS 168 5.23.9. Service Level Agreements for ITMS Application 169 5.23.10. Service Level Agreements for Data Centre 170 5.23.11. Uptime Calculation for the month 172 5.23.12. Monitoring and Auditing 174 5.23.13. Service Levels for Fare Gates 176 ITMS FOR SURAT MUNICIPAL CORPORATION, GUJARAT, INDIA Page 6 of 178 1. List of abbreviations used in the document SMC Surat Municipal Corporation ITMS Integrated Transit Management System SP Service Provider SC Smart Card AVLS Automated Vehicle Locator System AFCS Automated Fare Collection System HTT Handheld Ticketing Terminal BDC Bus Driver Console BCV Bus Card Validator STT Station Ticket Terminal SCV Station Card Validator DMS Depot Management System BTMS Bus Terminal Management System CCC Central Control Center MTBF Mean Time Before Failure MTTR Mean Time To Replace CCHS Central Clearing House System GSM Global System for Mobile communications GPRS General Packet Radio Service GPS Global Positioning System IMS Incident Management System DR Disaster Recovery VSDS Vehicle Scheduling and Dispatch System CAD Computer Aided Dispatch POS Point of Sale System GIS Geographical Information System ITMS FOR SURAT MUNICIPAL CORPORATION, GUJARAT, INDIA Page 7 of 178 GPS Global Positioning System GPRS General Packet Radio System GSM Global System for Mobile Communications UMTS Universal Mobile Telecommunications System ETL Extract, Transform and Load BI Business Intelligence EMS Enterprise Management System NMS Network Management System SLA Service Level Agreement TAT Turn-Around-Time PMC Project Management Consultant TPA Third Party Auditor QA Quality Assurance QC Quality Control DC Data Centre PM Project Manager NDCS Hardware, Network & Data Centre Staff Member CRPA Control Room Process & Analyst STSM Senior Technical Staff Member ITMS FOR SURAT MUNICIPAL CORPORATION, GUJARAT, INDIA Page 8 of 178 2. Introduction The purpose of this document is to provide guidelines for development, implementation, operation and maintenance of integrated transit management system (ITMS) for Surat Municipal Corporation to be implemented within Surat City. The document underlines all functional, technology and end use requirements related to requirements of SMC to achieve integrated, highly automated and stable environment for integrated transportation operations management environment within city of Surat. 2.1. Objective of Implementing ITMS SMC aims to enhance operational capability, citizen’s satisfaction, reliability and on-time availability of its services offered through various departments like public transportation, solid waste, engineering services and emergency services etc. SMC is soliciting proposals through this RFP from qualified services providers to implement an integrated operations management city platform which will render its services to different departments in a collaborative manner and augment SMC’s initiative of delivering quality services which meet citizen’s expectations.