RFP NO. – NEGD/04-09/2016 Invitation to Bid For Appointment of Partner Agency for Unified Mobile App for New-age Governance (UMANG) Published By 4th Floor, Electronics Niketan, 6 CGO Complex, New Delhi 110003 Part 1 Glossary ....................................................................................................................................................... 11 1 Purpose of the document ................................................................................................................... 14 2 Introduction ........................................................................................................................................ 14 2.1 Digital India ................................................................................................................................. 14 2.2 UMANG ....................................................................................................................................... 16 3 Objectives............................................................................................................................................ 16 4 Scope ................................................................................................................................................... 17 4.1 Overview ..................................................................................................................................... 17 4.2 Mobile Back-end as a Service (mBaas) ....................................................................................... 18 4.3 Integration with other Mobile Applications ............................................................................... 19 4.4 Mobile based authentication ...................................................................................................... 19 4.5 Connectivity with Telecom Service Providers (TSPs) .................................................................. 20 4.6 Security and Compliances ........................................................................................................... 20 4.7 Payment Gateway ....................................................................................................................... 21 4.7.1 Convenience Fees ............................................................................................................... 21 4.8 Ease of Use and Branding ........................................................................................................... 21 4.9 Aggregation ................................................................................................................................. 22 4.10 Hosting and Deployment ............................................................................................................ 22 4.11 Reporting and Configurability ..................................................................................................... 23 4.12 Operations and Maintenance ..................................................................................................... 23 4.12.1 Change Requests ................................................................................................................. 24 4.13 Documentation and Training ...................................................................................................... 24 4.14 Citizen (G2C) Services.................................................................................................................. 25 4.15 Application enablement or Application on-boarding ................................................................. 25 4.15.1 Application enablement process ........................................................................................ 25 5 UMANG Architecture .......................................................................................................................... 27 5.1 Design Principles for UMANG ..................................................................................................... 27 5.1.1 User Centric ......................................................................................................................... 27 5.1.2 Heterogenous and Interoperable ....................................................................................... 27 2 | P a g e 5.1.3 Sustainable and Scalable ..................................................................................................... 28 5.1.4 Pluggable and Loosely coupled Components ..................................................................... 28 5.1.5 Easy On-boarding ................................................................................................................ 28 5.1.6 Address privacy concerns .................................................................................................... 29 5.1.7 Analytics .............................................................................................................................. 29 5.1.8 Multi-Language Support ..................................................................................................... 29 5.1.9 Security ............................................................................................................................... 29 5.1.10 Easy integration with external interfaces ........................................................................... 29 5.2 Components of UMANG ............................................................................................................. 30 5.2.1 Integration with Telecom Service Providers (TSPs) ............................................................ 30 5.2.2 Security & Authentication ................................................................................................... 32 5.2.3 Integration with External Platforms/Applications .............................................................. 32 5.2.4 Transaction Management module ...................................................................................... 33 5.2.5 Marketing & Promotions Module ....................................................................................... 34 5.2.6 Common API Integration Layer ........................................................................................... 34 5.2.7 Workflow ............................................................................................................................. 35 5.2.8 Functional and Data Security .............................................................................................. 35 5.2.9 Remote Application Monitoring (RAM) .............................................................................. 35 5.2.10 Analytics, MIS Reporting and Dashboard ........................................................................... 36 5.2.11 Customer Support / SLA Monitoring / Application Management ...................................... 36 6 UMANG Features and Functionalities ................................................................................................. 37 6.1 Portal and App Design, UI/UX ..................................................................................................... 37 6.1.1 Compliance to Guidelines Indian Government Websites ............................................... 38 6.1.2 Optimized Application Start-up Time .............................................................................. 38 6.1.3 Minimize Perceived Latency ............................................................................................. 38 6.1.4 Design for Multiple Interaction Methods ........................................................................ 39 6.1.5 Preserve Focus on Dynamic Page Updates ...................................................................... 39 6.1.6 Use Fragment IDs to Drive Application View .................................................................. 39 6.1.7 Make Telephone Numbers "Click-to-Call" ....................................................................... 39 6.1.8 Ensure Paragraph Text Flows .......................................................................................... 40 6.1.9 Ensure Consistency of State between Devices ................................................................ 40 6.1.10 Consider Mobile Specific Technologies for Initiating Applications ............................... 40 3 | P a g e 6.1.11 Use Meta Viewport Element to Identify Desired Screen Size ........................................ 40 6.2 User Profile.................................................................................................................................. 40 6.3 Service Channels ......................................................................................................................... 41 6.3.1 Smart Client App ................................................................................................................. 41 6.3.2 Mobile Web ......................................................................................................................... 42 6.3.3 Low bandwidth support ...................................................................................................... 43 6.3.4 Pull SMS ............................................................................................................................... 43 6.3.5 Push SMS ............................................................................................................................. 43 6.3.6 IVR (both Inbound and Outbound) ....................................................................................