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 Page 1 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I) 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to any person without the prior consent of ESD to the extent required for submitting bid and such information may not be published, disclosed, or used for any other purpose.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. Page 2 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I) 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 Page 3 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I) 16. Supply of Consumables .............................................................................. 33 17. Roles of Service Provider, ESD and Department ............................ 33 18. ACCEPTANCE TESTING & CERTIFICATION ...................................... 33 G. ANNEXURES ............................................................................................................ 34 Page 4 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I) 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 Page 5 of 69 RFP for Urban MeeSeva Centre Oct.2015 (Part – I) 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,