government of india - national informatics centre … · services implemented at nic for government...

No. 10(20)/2016-NICSI

of 75

Government of India

NATIONAL INFORMATICS CENTRE SERVICES

INCORPORATED (A Government of India Enterprise under NIC)

Ministry of Electronics and Information Technology

Dated: 27.10.2016

Tender No. – NICSI/SMS GATEWAY/2016/15

Online bids (Technical & Financial) from eligible bidders which are valid for a

minimum period of 180 days from the date of opening, are invited for and on

behalf of president of India for “Short Message Service (SMS) – Gateway

Services implemented at NIC for Government of India”.

Earnest Money Deposit INR 3,00,00,000 (Three Crore only)

Sd/-

Authorized Signatory

No. 10(20)/2016-NICSI

of 75

No. 10(20)/2016-NICSI

NATIONAL INFORMATICS CENTRE SERVICES

INCORPORATED

Tender Document

For

Short Message Service – Gateway Services

implemented at NIC

For Government of India

Tender No. NICSI/SMS GATEWAY/2016/15

6th Floor, Hall No.2 & 3, NBCC Tower,

15 Bhikaji Cama Place, New Delhi -110066.

Tel- 26105054, Fax - 26105212

No. 10(20)/2016-NICSI

of 75

Table of Contents

1. PROCEDURE FOR SUBMISSION OF BIDS .......................................................................... 9

2. COST TO BID ................................................................................................................................. 11

3. CLARIFICATION ON TENDER DOCUMENT ....................................................................... 12

4. AMENDMENT OF TENDER DOCUMENT ............................................................................... 12

5. LANGUAGE OF BIDS ................................................................................................................... 12

6. DOCUMENTS COMPRISING THE BIDS ............................................................................... 12

7. BIDDER QUALIFICATION ........................................................................................................ 14

8. EARNEST MONEY DEPOSIT (EMD) ...................................................................................... 14

9. PERIOD OF VALIDITY OF BIDS ............................................................................................ 15

10. REVELATION OF PRICES ..................................................................................................... 15

11. LAST DATE FOR RECEIPT OF BIDS ................................................................................. 15

12. ADDRESS FOR CORRESPONDENCE ................................................................................ 16

13. CONTACTING THE PURCHASER ....................................................................................... 16

14. OPENING OF TECHNICAL BIDS BY PURCHASER ..................................................... 16

15. CLARIFICATION ...................................................................................................................... 16

16. PRE-QUALIFICATION CRITERIA ..................................................................................... 16

17. EVALUATION OF TECHNICAL BIDS ................................................................................ 17

18. EVALUATION OF COMMERCIAL BIDS AND FINAL EVALUATION ..................... 19

19. EMPANELMENT PROCESS ................................................................................................... 20

20. PLACING OF PURCHASE ORDERS ................................................................................... 21

21. BANK GUARANTEE FOR CONTRACT PERFORMANCE .............................................. 21

22. PAYMENT TERMS .................................................................................................................... 22

23. DELIVERY PROCESS .............................................................................................................. 23

24. PENALTY CALCULATION PROCESS................................................................................. 23

25. INSTALLATION PROCESS ................................................................................................... 23

26. SCOPE OF CONTRACT ........................................................................................................... 23

27. CONSORTIUM ........................................................................................................................... 23

28. INDEMNITY ............................................................................................................................... 24

29. CONFIDENTIALITY ................................................................................................................ 24

30. EVENT OF DEFAULT ............................................................................................................... 24

31. TERMINATION OF THE CONTRACT................................................................................. 24

32. TERMINATION FOR INSOLVENCY .................................................................................. 25

33. EXIT MANAGEMENT ............................................................................................................... 25

34. RE-NEGOTIATION OF RATES ............................................................................................ 26

35. LIMITATION OF LIABILITY ............................................................................................... 26

36. CONFLICT OF INTEREST ..................................................................................................... 26

No. 10(20)/2016-NICSI

of 75

37. SEVERANCE ............................................................................................................................... 27

38. GOVERNING LANGUAGE...................................................................................................... 27

39. FORCE MAJEURE: .................................................................................................................... 27

40. INFORMATION SECURITY .................................................................................................. 27

41. DISPUTE RESOLUTION ........................................................................................................ 28

42. APPLICABLE LAW ................................................................................................................... 28

43. GENERAL CONDITIONS ....................................................................................................... 28

ANNEXURE 1- PRE-QUALIFICATION CRITERIA .................................................................... 30

I. SCOPE OF WORK: ........................................................................................................................ 34

II. PROJECT SCHEDULE .............................................................................................................. 41

ANNEXURE 2- TECHNICAL SPECIFICATION ............................................................................ 43

I. SMS GATEWAY SOLUTION ...................................................................................................... 43

II. OBD/MISSED CALL PLATFORM ........................................................................................ 50

III. AUDIO BRIDGE ........................................................................................................................ 52

ANNEXURE 3- MANPOWER REQUIREMENT ............................................................................. 54

ANNEXURE 4. SERVICE LEVEL AGREEMENT (SLA) AND PENALTY ............................... 58

ANNEXURE 5A- GTV ............................................................................................................................ 64

ANNEXURE 5B- DETAILED FINANCIAL BID ............................................................................ 65

ANNEXURE 6: RESUME ...................................................................................................................... 71

ANNEXURE 7: BID SUBMISSION COVER LETTER.................................................................. 72

ANNEXURE 8: LIST OF DOCUMENT TO BE SUBMITTED ..................................................... 73

ANNEXURE 9 BIDDERS PROFILE .................................................................................................. 74

ANNEXURE 10: LIST OF ABBREVIATIONS AND GLOSSARY ........................................... 75

No. 10(20)/2016-NICSI

of 75

SECTION I - Invitation for Bids

No. 10(20)/2016-NICSI

of 75

1. This invitation for bid is for “Short Message Service – Gateway Services implemented at NIC

for Government of India” covering components:

a. Deployment and maintenance of the solution

b. SMS Gateway Deliverables

c. Voice gateway for OBD services.

d. Missed Call services for e-gov projects.

e. Procurement of number/ Caller ID for OBD/Missed-Call

f. Integration of short code

g. Audio Bridge service

h. Customization

i. Manpower for operations of the service.

j. Support in Process and Operation Review

k. Knowledgebase Management

2. Bidders are advised to study the tender document carefully. Submission of bid will be

deemed to have been done after careful study and examination of the tender document with

full understanding of its implications. Sealed tenders prepared in accordance with the

procedures enumerated in Section II should be submitted not later than the date and time

laid down, at the address given under Clause 5 of Section I below.

3. Bids must be accompanied by appropriate Earnest Money Deposit (EMD). The details of

the EMD to be provided have been mentioned in the respective section.

4. This tender document is not transferable.

5. Schedule for Invitation and other arrangements with respect to the Tender:

a) Name of the Purchaser: National Informatics Centre Services Inc., New Delhi.

b) Contact Person and Details

Tender Division,

National Informatics Centre Services Inc.,

1st FLOOR, NBCC TOWER,

15 BHIKAJI CAMA PLACE,

NEW DELHI – 110066.

TEL – 26105054, FAX – 26105212

Email - [email protected]

c) Last Date for submission of queries (clarifications) for Pre-bid Meeting through email:


Date: 06/11/2016 up to 17:00 hours (IST).

No oral queries (clarifications) will be entertained.

d) Venue, Time and Date of Pre-bid Meeting:

Tender Division,





TEL – 26105054, FAX – 26105212


mailto:[email protected]



No. 10(20)/2016-NICSI

of 75

At time and date

Date: 08/11/2016 up to 11:00 hours (IST)

e) Venue, Time and date for submission of bid

Tender Division,





TEL – 26105054, FAX – 26105212


At Time and Date

Date: 22/11/2016 up to 15:00 hours (IST)

The outer envelope containing the bid must be sent by post to the address given above or

dropped in the Tender Box, placed at the reception of

Tender Division,





TEL – 26105054, FAX – 26105212


For procedure of submission of bids refer Section II – General Terms, Conditions and

Instructions to the Bidders.

Date & Time will be intimated to qualifying Bidder(s) by NICSI through Fax/Email and/or by

letter through post.

6. The following table provides a summary of the important dates w.r.t. the Tender :

# Activity Date and Time

1 Date and Time for Release of Tender Document 27.10.2016

2 Last date for submission of tender clarifications 06.11.2016 Till 17:00 Hrs

3 Date of Pre-bid Meeting 08.11.2016 at 11:00 Hrs

4 Last Date for submission of bids 22.11.2016 till 15:00 Hrs

5 Tender Opening Date 23.11.2016 at 15:30 Hrs



No. 10(20)/2016-NICSI

of 75

Section II – General Terms,

Conditions and Instructions to the

Bidders

No. 10(20)/2016-NICSI

of 75

1. Procedure for submission of bids

The bidders are required to submit soft copies of their bids electronically on the NICSI e-

procurement portal, using valid Digital Signature Certificates. The instructions given below are

meant to assist the bidders in registering on the NICSI e-procurement portal, prepare their bids

in accordance with the requirements and submitting their bids online on the CPP Portal. More

information useful for submitting online bids on the NICSI e-procurement portal may be

obtained at: http://eproc-nicsi.nic.in

a. Registration

1. Bidders are required to enroll on the e-Procurement module of the NICSI e-procurement

portal (URL: http://eproc-nicsi.nic.in) by clicking on the link “Online bidder Enrolment”

on the NICSI e-procurement portal which is free of charge.

2. As part of the enrolment process, the bidders will be required to choose a unique

username and assign a password for their accounts.

3. Bidders are advised to register their valid email address and mobile numbers as part of

the registration process. These would be used for any communication from the NICSI e-

procurement portal.

4. Upon enrolment, the bidders will be required to register their valid Digital Signature

Certificate (Class II or Class III Certificates with signing key usage) issued by any

Certifying Authority recognized by CCA India (e.g. Sify / TCS / nCode / eMudhra etc.),

with their profile.

5. Only one valid DSC should be registered by a bidder. Please note that the bidders are

responsible to ensure that they do not lend their DSC’s to others which may lead to

misuse.

6. Bidder then logs in to the site through the secured log-in by entering their user ID /

password and the password of the DSC / e-Token.

b. Preparation of bids

1. Bidder should take into account any corrigendum published on the tender document

before submitting their bids.

2. Please go through the tender advertisement and the tender document carefully to

understand the documents required to be submitted as part of the bid. Please note the

number of covers in which the bid documents have to be submitted, the number of

documents - including the names and content of each of the document that need to be

submitted. Any deviations from these may lead to rejection of the bid.

3. Bidder, in advance, should get ready the bid documents to be submitted as indicated in

the tender document / schedule and generally, they can be in PDF / XLS / RAR /

DWF/JPG formats. Bid documents may be scanned with 100 dpi with black and white

option which helps in reducing size of the scanned document.

4. To avoid the time and effort required in uploading the same set of standard documents

which are required to be submitted as a part of every bid, a provision of uploading such

standard documents (e.g. PAN card copy, annual reports, auditor certificates etc.) has

been provided to the bidders. Bidders can use “My Space” or ‘’Other Important

Documents’’ area available to them to upload such documents. These documents may be

directly submitted from the “My Space” area while submitting a bid, and need not be

uploaded again and again. This will lead to a reduction in the time required for bid

submission process.

http://eproc-nicsi.nic.in/


No. 10(20)/2016-NICSI

of 75

c. Submission of bids

1. Bidder should log into the site well in advance for bid submission so that they can upload

the bid in time i.e. on or before the bid submission time. Bidder will be responsible for

any delay due to other issues. The system will not permit submission of documents

beyond the deadline.

2. The bidder has to digitally sign and upload the required bid documents one by one as

indicated in the tender document.

3. Bidder has to select the payment option as “offline” to pay the EMD as applicable and

enter details of the instrument.

4. Bidder should prepare the EMD as per the instructions specified in the tender document.

The original should be posted/couriered/given in person to the concerned official, latest

by the last date of bid submission or as specified in the tender documents. The details of

the DD/any other accepted instrument as specified, physically sent, and should tally with

the details available in the scanned copy and the data entered during bid submission

time. Otherwise the uploaded bid will be rejected.

5. Bidders are requested to note that they should submit their commercial bids in the

format provided in the commercial Annexures.

6. The server time (which is displayed on the bidders’ dashboard) will be considered as the

standard time for referencing the deadlines for submission of the bids by the bidders,

opening of bids etc. The bidders should follow this time during bid submission.

7. All the documents being submitted by the bidders would be encrypted using PKI

encryption techniques to ensure the secrecy of the data. The data entered cannot be

viewed by unauthorized persons until the time of bid opening. The confidentiality of the

bids is maintained using the secured Socket Layer 128 bit encryption technology. Data

storage encryption of sensitive fields is done. Any bid document that is uploaded to the

server is subjected to symmetric encryption using a system generated symmetric key.

Further this key is subjected to asymmetric encryption using buyers/bid opener’s public

keys. Overall, the uploaded tender documents become readable only after the tender

opening by the authorized bid openers.

8. The uploaded tender documents become readable only after the tender opening by the

authorized bid openers.

9. Upon the successful and timely submission of bids (i.e. after Clicking “Freeze Bid

Submission” in the portal), the portal will give a successful bid submission message & a

bid summary will be displayed with the bid no. and the date & time of submission of the

bid with all other relevant details.

10. The bid summary has to be printed and kept as an acknowledgement of the submission

of the bid. This acknowledgement may be used as an entry pass for any bid opening

meetings.

d. Assistance to bidders

1. Any queries relating to the tender document and the terms and conditions contained

therein should be addressed to the Tender Inviting Authority for a tender or the relevant

contact person indicated in the tender.

2. Any queries relating to the process of online bid submission or queries relating to NICSI

e-procurement portal in general may be directed to NICSI e-procurement portal

helpdesk.

1. The mode of submission of the bids will be through the Central NIC e-procurement web

site (URL: http://eproc-nicsi.nic.in). However, the bidders should submit the physical

copies of EMD and Detailed Financial Bid. Note that Commercial Prices should not be

indicated in the Technical Bid.


No. 10(20)/2016-NICSI

of 75

2. The sealed cover Superscripted as “Bid- Short Message Services – Gateway Service”

containing Separate sealed envelopes for EMD superscripted as “EMD-Short Message

Services – Gateway Service at NIC for Government of India” and Detailed Financial Bid

superscripted as “Detailed Financial Bid -Short Message Services – Gateway Service at

NIC for Government of India”. This sealed cover addressed to Tender Division - NICSI.

This envelope is to be super scribed with Tender Number, Due Date, and the wordings

“DO NOT OPEN EXCEPT IN PRESENCE OF THE EVALUATION COMMITTEE at scheduled

time.”

3. The cover thus prepared should also indicate clearly the name, address and telephone

number of the Bidder, to enable the Bid to be returned unopened in case it is declared

"Late"

4. Each copy of the tender should be a complete document and should be uploaded as a

volume. The document should be page numbered and appropriately flagged and must

contain the list of contents with page numbers.

5. The following points need to be considered while submitting the bids:-

a) The interested bidders may submit their bid to Purchaser on or before the time

mentioned. Any bid submitted after the deadline will not be considered. This will

include the online as well as the physical copies to be submitted.

b) Purchaser will not be responsible for non-receipt / non-delivery of the bid documents

due to any reason whatsoever.

c) Purchaser will not be responsible for any delay in obtaining the terms and conditions

of the tender.

d) Bids, complete in all respects, must be uploaded in the given web portal by the due

date and time. In the event of the specified date for the submission of Bids being

declared a holiday, the physical bids can be submitted up to the appointed time on

the next working day for which Purchaser will make necessary provisions.

e) Purchaser may, at its own discretion, extend the date for uploading of bids. In such a

case all rights and obligations of Purchaser and the Agencies will be applicable to the

extended time frame.

f) At any time prior to the last date for receipt of bids, Purchaser, may, for any reason,

whether at its own initiative or in response to a clarification requested by a

prospective Empanelled Vendor, modify the Tender Document by an amendment. The

amendment will be notified on NICSI e-procurement portal (http://eproc-nicsi.nic.in)

and should be taken into consideration by the prospective agencies while preparing

their bids.

g) The offers submitted as documents, by telex/telegram/fax/Email or any manner other

than specified above will not be considered. No correspondence will be entertained on

this matter.

h) Printed terms and conditions of the bidders will not be considered as forming part of

their bid. Any deficiency in the documentation may result in the rejection of the Bid

2. Cost to Bid

The Bidder will bear all costs associated with the preparation and submission of its bid, including

cost of presentation for the purposes of clarification of the bid, if so desired by the Purchaser.

The Purchaser, will in no case be responsible or liable for those costs, regardless of the conduct

or outcome of the Tendering process.


No. 10(20)/2016-NICSI

of 75

3. Clarification on Tender Document

Bidders requiring any clarification on the Tender Document may submit their queries, in writing,

at the Purchaser's mailing address viz; Email id: [email protected] as per schedule indicated

in Clause 6 Table (last date for submission of tender clarifications) of Section I – Invitation for

Bids. The queries must be submitted in the following format (in Excel file,*.xls) only to be

considered for clarification:

Sr.

No

Section

No.

Clause No.

/Page no.

Reference/

Subject

Clarification

Points

.. .. .. .. ..

NIC/NICSI will not respond to any queries not adhering to the above mentioned

format.

All queries on the Tender Document should be received on or before as prescribed by the

Purchaser in Clause 6 of Section I - Invitation for Bids of this tender document. Purchaser's

response (including the query but without identifying the source of inquiry) would be uploaded

in the NICSI e-procurement portal (URL: http://eproc-nicsi.nic.in). Bidders are responsible

for duly checking the above two websites for any clarifications.

Note: Inputs/suggestions/queries submitted by bidders as part of the pre-bid meeting and

otherwise will be given due consideration by the RFP committee, however NIC/NICSI is not

mandated to accept any submission made by the bidder and nor the bidder will be given any

written response to their submissions. If an input is considered valid by the committee the

same will be accepted and incorporated as part of the corrigendum.

4. Amendment of Tender Document

At any time prior to the last date for receipt of bids, the purchaser, may, for any reason,

whether at its own initiative or in response to a clarification requested by a prospective

Empanelled Vendor, modify the Tender Document by an amendment. The amendment will be

notified on e-procurement portal http://eproc-nicsi.nic.in and should be taken into

consideration by the prospective agencies while preparing their bids.

In order to provide prospective Bidders reasonable time in which to take the amendment into

account in preparing their bids, the Purchaser may, at its discretion, extend the last date for the

receipt of Bids.

Purchaser at any time during the tendering process can request all the prospective Bidders to

submit revised Technical / Commercial Bids and/or Supplementary commercial bids without

thereby incurring any liability to the affected Bidder or Bidders.

5. Language of Bids

The Bids prepared by the Bidder and all correspondence and documents relating to the bids

exchanged by the Bidder and the Purchaser, will be written in English language.

6. Documents Comprising the Bids

The bids prepared by the Bidder will comprise of the following components:



No. 10(20)/2016-NICSI

of 75

Envelope - I (to be uploaded at NICSI e-procurement portal)

The RAR file should be saved as ‘EMD <Bidder’s Name>.rar’ and should comprise of the

following item (in pdf format):

• Scanned copy of EMD (as mentioned in this RFP)

OR

Scanned copy of the valid NSIC certificate, whichever applicable.

The RAR file not containing the above documents or containing the financial bid in explicit /

implicit form will lead to rejection of the bid.

The original demand drafts/pay order/Bank Guarantee for EMD must be submitted in

a sealed envelope mentioning “EMD < MENTION TENDER NUMBER>” by Bid

submission end date as mentioned in Section 1 – Invitation of Bids.

Envelope – II (to be uploaded at NICSI e-procurement portal)

The document should be uploaded in RAR format and should be saved as

‘Pre_Qual_Tech_bid_<MENTION TENDER NUMBER>.rar’ and should further contain two files

Part 1.rar and Part 2.rar as per details mentioned below.

Part 1 Must contain - RAR file for Pre-qualification bid must contain the following

information in pdf format–

Bid Submission Cover Letter as per Annexure 7

Compliance List of Documents as per Annexure 8

Bidders Profile as per Annexure 9

Response to Prequalification criteria as per Annexure 1: Prequalification Criteria (in pdf

format) which should contain all the supporting documents asked for eligibility criteria.

Part 2 Must contain - RAR file for Technical bid must contain the following

information in pdf format –

Combined technical bid containing the following:

Annexure 2- Signed response to Technical Specification compliance sheet.

Details and supporting document as per the Scoring criteria (Refer 17.14)

Unpriced Annexure 5B- Detailed Financial bid with the price column blanked out

All the bids documents must be signed by the authorized signatory of company. In case the bid

is signed by other than authorized signatory of company, the bidder should enclose

authorization letter from HR department of the company for the officer, who signed the bid.

All pages of the bid being submitted must be sequentially numbered by the bidder.

Envelope – III (to be uploaded at NICSI e-procurement portal)

The rar file containing following information in pdf format should be saved as

‘Fin_bid_<MENTION TENDER NUMBER>.rar’.

Duly filled Annexure 5A-GTV (only)

The format of the financial bid should strictly follow the prescribed format. Non adherence

may lead to rejection of the bid.

No. 10(20)/2016-NICSI

of 75

All the bid documents must be digitally signed by the authorized signatory of company. In

case the bid is signed by other than authorized signatory of company, the bidder should

enclose authorization letter from HR department of the company for the officer, who signed

the bid.

A standard format for submission of financial bids has been provided with the tender to be filled

by all the bidders. Bidders are requested to note that they should necessarily submit their

financial bids in the format provided and no other format is acceptable.

Envelope – IV (to be submitted physically)

Duly filled Annexure 5B-Detailed Financial Bid (in separate sealed envelope)

The format of the financial bid should strictly follow the prescribed format. Non adherence

may lead to rejection of the bid.

The detailed Financial bid containing duly filled Annexure 5B must be submitted in separate

sealed physical envelope clearly mentioning “Detailed Financial Bid _<MENTION TENDER

NUMBER> with Bidder Name and Address” to be submitted by Bid submission end date

as mentioned in Section 1 – Invitation of Bids.

All pages of the bid being submitted must be sequentially numbered by the bidder.

All the bids documents must be signed by the authorized signatory of company. In case the bid

is signed by other than authorized signatory of company, the bidder should enclose

authorization letter from HR department of the company for the officer, who signed the bid.

7. Bidder Qualification

The "Bidder" as used in the tender documents will mean the one who has signed the Tender

Form. The Bidder may be either the Principal Officer or his duly Authorized Representative, in

either cases, he/she will submit a certificate of authority. All certificates and documents

(including any clarifications sought and any subsequent correspondences) received hereby,

shall, as far as possible, be furnished and signed by the representative and the principal.

It is further clarified that the individual signing the tender or other documents in connection

with the tender must certify whether he/she signs as the Constituted attorney of the firm, or a

company.

The authorization will be indicated by written power-of-attorney accompanying the bid.

The power or authorization and any other document consisting of adequate proof of the ability

of the signatory to bind the Bidder would be annexed to the bid.

Any change in the Principal Officer would be intimated to Purchaser in advance as per the above

conditions.

8. Earnest Money Deposit (EMD)

The Bidder will furnish, as part of its bid, an Earnest Money Deposit (EMD) of the amount as

mentioned in the Tender.

The EMD will be denominated in Indian Rupees, and will be in the form of a Demand Draft / Pay

Order / Bank Guarantee issued by a Nationalized / Scheduled Bank, in favour of National

Informatics Centre Services Inc., New Delhi.

No. 10(20)/2016-NICSI

of 75

Unsuccessful Bidder’s EMD will be discharged/ returned after award of contract to the successful

Bidder. No interest will be paid by the Purchaser on the EMD.

The successful Bidder’s EMD will be discharged upon the bidder executing the Contract. No

interest will be paid by the Purchaser on the EMD.

Any fraudulent measures may result in cancellation of the bid response and appropriate action

will be taken by the purchaser.

The EMD may be forfeited:

i. If a Bidder withdraws its bid during the period of bid validity specified by the Bidder

in the Bid; or

ii. in the case of a successful Bidder, if the Bidder fails;

i. To sign the Contract in accordance with the tender; or

ii. To furnish Demand Draft or Bank Guarantee for contract performance in

accordance with the tender

iii. In the event of any evasion, avoidance, refusal or delay on the part of the

Successful Bidder to sign and execute the order/ purchase order/ service

order or any document, as may be required by the NICSI/NIC in case the Bid

is accepted.

The bidders, who are registered for services mentioned in “Annexure 2: Technical

Specification” with NSIC under Single Point Registration Scheme, shall be considered for

exemption from furnishing the EMD by the Competent Authority. In such cases, an attested

copy of the VALID Registration Certificate from NSIC must be furnished. Mere registration as a

SSI Unit does not qualify the Firm for exemption from furnishing the EMD.

In the absence of a valid certificate from the NSIC or proper Bank Draft/BG of EMD amount,

such tenders shall be rejected straightway.

9. Period of Validity of Bids

S.No. Item Detail

1 Validity of bids 180 days from date of opening

2 Validity of

empanelment

60 months from the date of empanelment.

3 Extension Additional period up to two years as deemed

appropriate (NIC/NICSI reserve right to extend on

mutual agreement with empanelled vendor)

10. Revelation of Prices

Prices in any form or by any reason before opening the Commercial Bid should not be revealed,

failing which the offer shall be liable to be rejected.

11. Last Date for Receipt of Bids

The Purchaser may, at its discretion, extend the last date for the receipt of bids

No. 10(20)/2016-NICSI

of 75

12. Address for Correspondence

The Bidder should designate the official mailing address, place, email, phone and fax number to

which all correspondence should be sent by the Purchaser.

13. Contacting the Purchaser

Bidder should not contact the Purchaser on any matter relating to its bid, from the time of the

bid opening to the time the Contract is awarded. Any effort by a Bidder to influence the

Purchaser’s bid evaluation, bid comparison or contract award decisions may result in the

rejection of the Bidder’s bid.

14. Opening of Technical Bids by Purchaser

The Purchaser will convene a bid opening session as per time schedule where one

representative from the Empanelled Vendor, who has successfully submitted the bid, can

participate. Subsequent to this, Purchaser will further evaluate the Bid of only those agencies

whose EMD is found to be in order.

15. Clarification

When deemed necessary, as part of Technical Evaluation, during the tendering process, the

Purchaser may seek clarifications or ask the Bidders to make Technical presentations on any

aspect from any or all the Bidders.

16. Pre-Qualification Criteria

16.1 Before opening and evaluation of technical proposals, bidders are expected to meet the

Pre-Qualification Criteria as mentioned in Tender.

16.2 The invitation to the bids is open to all bidders who qualify the Pre-Qualification Criteria as

mentioned in Annexure 1: Prequalification criteria

16.3 A duly constituted Technical Evaluation Committee (TEC) will first select bidders on the

basis of eligibility criteria of this tender. Decision of the committee would be final and

binding upon all the bidders. Representations, if any from disqualified bidders will not be

entertained, TEC reserves the right to disqualify any bidder based on any criteria

considered relevant. NICSI/NIC will not respond to any queries/clarifications asked for by

the disqualified bidder.

16.4 Only those bidders who qualify all Pre-qualification Criteria requirements will be qualified

for technical bid evaluation.

16.5 The Bidders are requested to furnish supporting documents to establish their eligibility

(indicating the page number in the bid) for each of the items given in Annexure 1:Pre-

qualification Criteria. Relevant portions in the documents should be highlighted. If a bid

is not accompanied by all the necessary documents, it may be summarily rejected.

16.6 Undertaking for subsequent submission of any of the eligibility documents will not be

entertained. However, NICSI/NIC reserves the right to seek fresh set of documents or

seek clarifications on the already submitted documents.

16.7 All documents should be submitted electronically in PDF format. Upon verification,

evaluation/assessment, if in case any information furnished by the Bidder is found to be

false / incorrect, their bid will be summarily rejected and no correspondence on the same

shall be entertained. Submission of false/forged documents will lead to forfeiture of EMD

and NIC/NICSI reserves the right to initiate legal action against the bidder.

16.8 A Bid that does not fulfil all the stipulated eligibility conditions/criteria will not be

considered.

No. 10(20)/2016-NICSI

of 75

17. Evaluation of Technical Bids

17.1 A technical evaluation committee (TEC) will be formed for evaluation of the bids. Decision

of the committee would be final and binding upon all the Bidders.

17.2 Only those bidders who qualify all Pre-qualification Criteria requirements will be qualified

for technical bid evaluation.

17.3 Technical presentation will be a part of the process for evaluation of the bids.

17.4 The TEC reserves the right to reject a Product/Solution/Service if it is of an opinion that

the offered product/service does not match the technical requirements /objectives

specified in Technical Bid – Purchaser’s Requirements

17.5 Bidders should submit the Technical Specification compliance sheet as a part of technical

bid i.e. Annexure 2 Technical Specification.

17.6 If the bidder is found to be non-compliant to any of the mandatory technical

specifications, then the respective bid would be summarising rejected without assigning

any score.

17.7 Bidder is required to submit all the supporting documents as per the criteria mentioned in

the Tender. TEC reserves right to summarily reject any bid which does not contain all the

mandatory supporting document or may ask bidder to resubmit documents, the decision

of TEC will be final and binding in this regards.

17.8 A score would be given to each bidder by TEC based on the scoring criteria mentioned

below.

17.9 Technical Bids receiving a score greater than or equal to a cut-off score of 140 out of

200 will be considered technical qualified and would be eligible for consideration in the

subsequent rounds. If required, the Purchaser may seek specific clarifications from any or

all Bidder(s) at this stage. The Purchaser would determine the Bidders that qualify for the

next phase after reviewing the clarifications provided by the Bidder(s).

17.10 Bids that are technically qualified would only be taken up for commercial evaluation.

17.11 Bidders are required to comply with the Technical Specifications as mentioned in Tender

and no deviation will be accepted.

17.12 TEC reserves the right to disqualify any bidder based on any criteria considered relevant

and its decision is binding. Representations, if any from disqualified bidders will not be

entertained and will be summarily rejected. NICSI/NIC will not respond to any query

raised by bidders seeking reasons for rejection of the bid.

No. 10(20)/2016-NICSI

of 75

17.13 Scoring Criteria:

S.no Topics Documents to be submitted Marks

1. Deployment strategy , adherence

to timelines as per tender and

migration plan

Deployment strategy

documentation

Project Plan

10

2. Skillset of proposed resources. Resource Details along with

resumes (Refer Annexure 6) 10

3. Throughput for SMS in 24 hours. Undertaking for availability of

required TPS to support the

proposed throughput.

10

4. Throughput of OBD (No. of OBD

of 30 Sec pulse in 24 hours)

Undertaking by the bidder

regarding availability of PRI to

support the claim

10

5. Throughput of Concurrent Missed

Calls in 12 hours

Undertaking by the bidder

regarding availability of PRI to

support the claim

10

6. Strategy for SLA adherence Documented Strategy for SLA

Adherence 15

7. User API customization efforts -

Integration with Users API.

Documentation for User API

customization 10

8. Existing VMN integration timeline

for seamless operation and

service continuity

VMN Integration timelines and

strategy for seamless operation

and service continuity

10

9. Number of Similar SMS Solution

projects experience

Number of projects in OBD based

application.

Number of projects in Missed Call

Service

Work order/PO/Client

Certificate/Undertaking from

Bidder with complete details of

project and volume of SMS/OBD/

Missed

20

10. Timelines for Integration with

operators in each telecom circle.

Number of Telecom Operator

Integration specifically for SMS,

OBD and Missed calls

Documentation for timelines along

with details of telecom operator

planned for integration.

Letter from Telecom Operator

which are planned to integration

20

11. No of On-site installation and

scale of the platform (with

reference to SMS, OBD and

Missed Called Traffic).




project and scale of platform for

SMS/OBD/ Missed

10

12. Security audit of proposed

software (certificate from any

third party auditor)

Third Party Software security audit

certificate. 10

13. Number of operators integrated

with the platform (minimum 5)

along with the names of the

operators

Letter from integrated operators

10

14. Strategy for Compliance to

regulatory requirements,

guidelines from regulators such as

TRAI, DOT and other agencies.

Documented Strategy

10

15. Experience in short code

integration and number of

operators integrated with (list of

short codes integrated)




project.

10

No. 10(20)/2016-NICSI

of 75

16. Timelines for Short Code

integration across all operators

Documented timeline 5

17. Number of project experience in

Government/PSU/Bank




project and scale of platform for

SMS/OBD/ Missed

10

18. Value Added Services proposed in

technical bid.

Documentation 5

19. Document Submitted supporting

the Tender criteria

5

TOTAL (ST) 200

Presentation with details and timelines submitted by the bidder will be considered a part of the

document submission and will be used by the TEC for evaluation and by NIC/NICSI for

calculation of penalty and will be mentioned as part of the empanelment

ST = Each Technical Proposal will be assigned a Technical score (ST).

17.14 Based on ST (Score Technical) the bid with highest ST score will be termed as T1.

The rest of the bidders shall be ranked in descending order of ST Score value as T2, T3,

T4 and so on

18. Evaluation of Commercial Bids and Final Evaluation

18.1 Commercial bids submitted by only those bidders, who have qualified the pre-qualification

and Technical evaluation will be eligible for further participation.

18.2 The NIC/NICSI will declare the ST (Technical Score) to the technically qualified bidders

prior to opening the GTV of the bids.

18.3 The GTV Financial Bids of only those Bidders short listed from the Technical Bids by TEC

will be opened electronically in the presence of their representatives on a specified date

and time to be intimated to the respective Bidders by Tender Process Section of NICSI,

and the same will be evaluated by a duly constituted Finance Evaluation Committee (FEC).

18.4 If Purchaser considers necessary, Revised Financial Bids could be called for from the

technically short-listed Bidders, before opening the original financial bids for

recommending the final empanelment. In that case, the revised bids should not be higher

than the original bids (except in case of increase in Govt. tax/levies) otherwise the bid will

be rejected & EMD will be forfeited of such defaulting bidders.

18.5 The bid with lowest quoted price of GTV termed as L1. The rest of the bids shall be ranked

in ascending order of GTV value as L2, L3, L4 and so on.

18.6 Bidders quoting incredibly low cost of items leading to unrealistic GTV with a view to

subverting the tender process shall be rejected straight away by FEC and EMD of such

vendor will be forfeited.

18.7 The T1 Bidder will need to match the GTV of the L1 bidder.

18.8 The detailed financial bid Annexure–5B of L1 and T1 Bidder will be opened. In case the

L1 or T1 bidder has failed to quote for all the items in Annexure–5B, his/their bid will be

treated as non-viable and will be rejected, and EMD will be forfeited. In such case the next

ranked viable bidder L2 will become L1 and so on.

18.9 In the event of any mismatch in the GTV value mentioned at Annexure–5A and total of

Annexure–5B for either of the two (T(x) and L1), the following criteria will be adopted to

remove the discrepancy between these two values:

No. 10(20)/2016-NICSI

of 75

a) When Grand Total Value given in Annexure–5A is greater than the Grand Total Value

given in Annexure–5B. The value given in Annexure–5B will be taken as the value for

Annexure–5A

b) When Grand Total Value given in Annexure–5A is less than the Grand Total Value

given in Annexure–5B. The value given in Annexure–5B will be replaced with the value

given in Annexure–5A and the item wise value for each item in Annexure–5B will be

reduced on Pro-Rata basis and consequently unit values will be worked out.

18.10 In case T1 bidder agrees to match the L1 GTV then the difference in the amount of the

GTV between the T1 bidder and the L1 (lowest GTV) will be proportionately distributed

across all components of the financial bid submission of the T1 bidder and a new financial

value of each component of the T1 will be arrived at for the purpose of empanelment and

award of contract.

18.11 In case T1 bidder does not agree/fails to match the L1 GTV, T2 bidder will be given the

opportunity to match the L1 GTV and so on.

18.12 In case the L1 where a technically ranked bidder refuses to match his own GTV, EMD of

such defaulting bidder will be forfeited and NIC reserves right to blacklist such bidder for

next three years from NIC/NICSI, and the next technically ranked bidder will be given the

opportunity to match the L1.

18.13 After the declaration of award of contract, If the selected bidder fails to accept the order,

he will be declared a defaulting bidder and EMD of such defaulting bidder will be forfeited

and NIC reserves right to blacklist such bidder for next three years from participating in

any NIC/NICSI tender. In such cases NIC/NICSI will ask the next ranked technical Score

bidder to match prices offered to defaulting bidder.

19. Empanelment Process

19.1 There will be only one empanelled vendor.

19.2 The empanelment period will be of 60 months from date of empanelment. NIC/NICSI

reserve right to extend the empanelment up to two years on mutual agreement with

empanelled vendor as deemed appropriate.

19.3 Keeping in view the project commitment, NIC/NICSI reserves the right to ask the

empanelled vendor to add new features/ process or modify the existing solution to take

care the service delivery for matching the project requirements as and when required.

19.4 In the event the bidders company or the concerned division of the Company is taken over/

bought over by another company, all the obligations and execution responsibilities under

the agreement with NIC/NICSI, should be passed on for compliance by the new company

in the negotiation for their transfer.

19.5 Empanelled vendor has to agree for honouring all tender condition and adherence to all

aspects of fair trade practices in executing the purchase orders placed by NIC/NICSI or by

organizations supported by NIC/NICSI.

19.6 If the name of the system/service/process is changed for describing substantially the

same in a renamed form; then all techno-fiscal benefits agreed with respect to the original

product, shall be passed on to NIC/NICSI and the obligations with NIC/NICSI taken by the

Vendor with respect to the product with the old name shall be passed on along with the

product so renamed.

19.7 In the case of Bidders whose tender bids are accepted for empanelment, bidders shall be

required to give Security Deposit as mentioned in the “Clause no 22” along with

acceptance of purchase order, within 15 calendar days. Security Deposit will be in the

form of Bank Guarantee (BG) of any nationalized bank. Security Deposit should be valid

for the entire period of empanelment and renewed if required, and thereafter the Security

Deposit shall be refunded to the vendor without any interest.

No. 10(20)/2016-NICSI

of 75

19.8 The vendor should not assign or sublet the empanelment or any part of it to any other

Empanelled Vendor in any form. Failure to do so shall result in termination of

empanelment and forfeiture of Security Deposit/EMD.

19.9 NIC/NICSI may, at any time, terminate the empanelment by giving written notice to the

empanelled vendor without any compensation, if the empanelled vendor becomes

bankrupt or otherwise insolvent, provided that such termination will not prejudice or affect

any right of action or remedy which has accrued or will accrue thereafter to NIC/NICSI.

19.10 During the validity of the empanelment including the extended period, if any, if the

Vendor quotes, sells or exhibits written intention to sell any System or sub-

system/software/process of the same or equivalent configuration to any other

Department/ Organization at a price lower than the price fixed for NIC/NICSI under similar

terms and conditions, the vendor shall voluntarily pass on the price difference to

NIC/NICSI. The effective date will be the date of quoting lower rates by the bidder in the

bid/quote. In the event of lowering of government levies subsequent to the finalization of

the empanelment, the vendor shall automatically pass on the benefits to NIC/NICSI, and

in the event of increasing of government levies subsequent to the finalization of the panel;

NIC/NICSI shall automatically pass on the pro-rata benefits to the Vendor, if the same

have been explicitly given in the financial annexure.

19.11 During the validity of the empanelment, in case NIC/NICSI notices that the market rates

have come down from the time the rates were finalized or selection of new system

configuration based on market trends or for the reasons of technological changes,

NIC/NICSI will re-negotiate the rates with the empanelled vendor only as per Re-

Negotiation Clause. If the empanelled vendor does not accept the market rates, then

NIC/NICSI reserves the right to terminate the contract as per Termination of contract

clause. NIC/NICSI also reserves the right to take action as deemed appropriate with the

current vendor, The benchmark for the Market rates will be governed by rates applicable

in the market for similar tender (quality as per NIC/NICSI Technical Tender terms and

quantity)

19.12 If at any point during the empanelment, if the empanelled vendor fails to deliver as per

the tender terms and conditions or any other reason amounting to disruption in service,

the Termination and Exit Management clause will be invoked.

20. Placing of Purchase Orders

20.1 NIC/NICSI has the right to choose any subset of the tendered software/solution /system

/process/ service for ordering.

20.2 For procurement of software/solution/system/service/process, Purchase order will be

placed on the empanelled vendor in hardcopy format or in softcopy mode either through

e-mail containing the scanned copy of the Purchase Order or an alert through e-mail for

downloading the Purchase Order from Web Site of the concerned division/section of

NIC/NICSI.

20.3 Objection, if any, to the Purchase Order must be reported to the concerned Section by the

vendor within three (3) working days counted from the Date of Purchase Order for

modifications, otherwise it is assumed that the vendor has accepted the Purchase Order in

toto. This is applicable in case of electronic publishing/delivery of Purchase Order also.

20.4 If the vendor is not able to supply/deploy/operationalise the ordered software

system/service/process completely within the specified period, the penalty clause will be

invoked (Refer Annexure 4 – SLA and Penalty).

20.5 The decision of NIC/NICSI shall be final and binding on all the vendors to this document.

NIC/NICSI reserves the right to accept or reject an offer without assigning any reason

whatsoever.

21. Bank Guarantee for Contract Performance

Within 10 working days after the receipt of notification of award of the Contract from the

Purchaser, the successful Bidder should furnish Performance Bank Guarantee (Security Deposit)

to the NICSI.

No. 10(20)/2016-NICSI

of 75

Failure of the successful Bidder to comply with the Tender requirements will constitute sufficient

grounds for the annulment of the award and forfeiture of the EMD. In case of exigency, if the

Purchaser gets the work done from elsewhere, the difference in the cost of getting the work

done will be borne by the successful Bidder for which alternative option is sorted to.

Security deposit has to be made in the form of Bank Guarantee as per following

schedule:

S.no. Item Value

1 Instrument One single Deposit in the form of Bank Guarantee

2

Validity of

Performance

Bank Guarantee

Bank Guarantee to be submitted within 10 working days

after the receipt of notification of award of the Contract

and should be valid for a period of 60 months.

3 Amount INR 3,00,00,000

22. Payment Terms

a) A pre-receipted bill (triplicate copies) should be submitted in the name of purchaser, New

Delhi. It shall be done soon after the delivery and installation of system/solution/process at

NIC specified locations along with a copy of the duly receipted Installation Certificate, original

excise duty gate pass and bank guarantee. All payment shall be made in Indian Rupees as

per following schedule:

Payment For Payment Cycle Payment

Type

Remarks

SMS/OBD/Missed

call Transaction

Once in quarter# Post Paid The bill must provide

month wise SMS

transactions.

Due to changes in the SMS

rates or for any other

reasons, NIC/NICSI can

re-negotiate SMS rates

(refer re-negotiation

clause).

Manpower Once in a quarter Post Paid Submit attendance of

manpower.

Virtual Number One Time Post Paid Will take sign-off from HoD

SMS Division.

# April-June, July-Sep, Oct-Dec, Jan-Mar

b) Payment for solution deployment and other one-time services will be done once the bidder

takes sign-off from NIC/NICSI.

c) Bill / Invoice should not be combined for more than one purchase order.

d) The bidder should get the approval/confirmation of all the recurring cost such as billable SMS

count/Miss Call/OBD and customization for OBD/Miss Call from respective user department

over email (from govt. email id) and submit the same along with the invoices to NICSI for

payment.

e) All payments will be made through RTGS only.

No. 10(20)/2016-NICSI

of 75

f) Payments should be subject to deductions of any amount for which the Empanelled Vendor is

liable under the empanelment or tender conditions. Further, all payments shall be made

subject to deduction of TDS (Tax deduction at Source) as per the current Income-Tax Act.

g) OBD call and audio bridge call:

a. If the OBD /audio bridge call gets dropped due to error at the application or the

operator then the payment for such OBD will not be made.

h) If a Missed call results in a reverse OBD calls, then such Missed calls will not be considered

for payment.

i) SMS Payment:

a. In case of multipart SMS, if the any part of the SMS is not delivered, then the

payment for the whole SMS will not be made.

b. SMS payment would be done post matching the billing items with agreed list of

chargeable error codes submitted by the vendor.

j) Audio Bridge: Payment for the audio bridge would be done as per actual usage per

participant.

23. Delivery Process

All aspects of service deployment and delivery shall be the exclusive responsibility of the

empanelled Vendor. It should exactly the same system that was mentioned in the technical

specs by the bidder which was evaluated by the TEC, NIC/NICSI and must be implemented

onsite in presence of NIC/NICSI team.

It may be noted that all the system/solution/services technically tested/accepted as per

Purchase Order shall be deployed as per the schedule mentioned in “Project Schedule”.

24. Penalty Calculation Process

24.1 Any unjustified and unacceptable delay beyond the deployment and operationalization

schedule as per purchase order will render the vendor liable for penalty at the rate as

mentioned in the “Annexure: 4 Service Level Agreement (SLA) / Penalty”

24.2 Penalty will be charged on the full value of the corresponding service bill raised for that

payment cycle.

24.3 The empanelled vendor has to adhere to project timelines in the tender and as submitted

as a part of technical bid, else it will attract penalty as per above.

25. Installation Process

The empanelment vendor would be required to install the entire software and SMS solution in

the NIC premises as per the deployment strategy of NIC/NICSI and the primary and secondary

site will be configured in active-active mode.

26. Scope of Contract

Scope of the Contract shall be as defined in Scope of Work and Annexures there in this tender.

The bidder is required to provide such services, support and infrastructure as the NIC/NICSI or

their Representative may deem proper and necessary, during the term of this Contract.

27. Consortium

Consortium is allowed only for providing audio bridge solution/services to NICSI/NIC.

The consortium details and documents supporting the same would be required as a part of

Technical Bid.

No. 10(20)/2016-NICSI

of 75

For the purpose of the response to this tender, the term Bidder implies a Primary bidder of the

Consortium. Primary bidder of the consortium will be responsible to deliver all the services as

mentioned in the tender document, failing to do so will invoke the relevant penalty clause.

28. Indemnity

The empanelled Vendor will indemnify Purchaser/User departments against all third party claims

of infringement of patent, trademark/copyright or industrial design rights arising from the use

of the supplied software/ hardware/manpower etc. and related services or any part thereof.

Purchaser/User department stand indemnified from any claims that the hired manpower /

empanelled Vendor’s manpower may opt to have towards the discharge of their duties in the

fulfilment of the purchase orders. Purchaser/User department also stand indemnified from any

compensation arising out of accidental loss of life or injury sustained by the hired manpower /

empanelled Vendor’s manpower while discharging their duty towards fulfilment of the purchase

orders.

29. Confidentiality

The Empanelled Vendor should not use or share Confidential Information such as SMS data,

Statistics, traffic details, OTP, the name or the logo etc. of the Purchaser, except for the

purposes of providing the Service as specified under this contract; The Empanelled Vendor

would sign a Non-Disclosure Agreement (NDA) with the Purchaser. The Empanelled Vendor, its

partners, antecedents and the sub-contractors will be bound by the NDA.

The Empanelled Vendor will be held responsible for any breach of the NDA by its antecedents,

delegates or sub-contractors. The Empanelled Vendor will notify the Purchaser promptly if it is

aware of any disclosure of the Confidential Information otherwise than as permitted by this

Contract or with the authority of the Purchaser.

The Empanelled Vendor shall be liable to fully recompense the Purchaser for any loss of revenue

arising from breach of confidentiality. The Purchaser reserves the right to adopt legal

proceedings, civil or criminal, against the Empanelled Vendor in relation to a dispute arising out

of breach of obligation by the Empanelled Vendor under this clause.

30. Event of Default

Default is said to have occurred:

a) If the empanelled vendor fails to deliver any or all of the services within the time

period(s) specified in the purchase order or any extension thereof granted by

NIC/NICSI.

b) If the empanelled vendor fails to perform any other obligation(s) under the contract

c) If the empanelled vendor fails to match the performance SLA repeatedly.

If the Empanelled Vendor, in either of the above circumstances, does not take remedial steps

within a period of 15 days after receipt of the default notice from NIC/NICSI (or takes longer

period in-spite of what NIC/NICSI may authorize in writing), NIC/NICSI may terminate the

contract / purchase order in whole or in part and termination of contract clause will be invoked.

31. Termination of the Contract

A Notice shall be given 15 days curing period in advance to the empanelled vendor before

termination of the contract. In the event the Empanelled Vendor commits an Event of

No. 10(20)/2016-NICSI

of 75

Default, and fails to cure such default within 15 days of receiving a written notification from

the Purchaser notifying it of such default, the Purchaser may terminate this Agreement.

Retain such amounts from the payment due, and payable by the Purchaser to the

Empanelled Vendor as may be required to offset any damages caused to the Purchaser as a

result of such event of default and the Empanelled Vendor shall compensate the Purchaser

for any such damages, incurred by the Purchaser in this regard. The decision by NIC/NICSI

will be final in this regard and no justification will be issued to the empanelled vendor.

Nothing herein shall effect the continued obligation of the empanelled vendor / other

members of its Team till the effective date of termination, to perform all their obligations and

responsibilities under this Contract in an identical manner as were being performed before

the occurrence of the default.

In the event of termination, NIC/NICSI reserves rights to forfeit the Performance Bank

Guarantee/Security Deposits recover such other direct costs and other amounts towards

direct damages from the Empanelled Vendor that may have resulted from such default and

pursue such other rights and/or remedies that may be available to the Purchaser under law.

Purchaser also reserves the right to blacklist the defaulting vendor from participating in the

NIC/NICSI tenders for three years.

In the event of termination NICSI/ NIC reserves the right to review the deployment and

subsequently ask the next technically ranked bidder to match the price offered by terminated

vendor, in case bidder disagree to match the price, next ranked bidder will be given chance

to match the price and so on under same terms and conditions. Subsequently, the ongoing

empanelment will be terminated and a new empanelment will be issued. If none of

technically qualified bidder accepts the order, NICSI/NIC reserve rights to go for new Tender.

In any case of Termination, the Purchaser shall be liable to pay the Vendor for all the goods

and services accepted as per the milestone till the effective date of termination.

Exit Management clause will invoke in case of Termination of contract under any

circumstances.

32. TERMINATION FOR INSOLVENCY

NICSI may at any time terminate the work order / contract by giving written notice of four

weeks to the vendor, without any compensation to the vendor, if the vendor becomes

bankrupt or otherwise insolvent.

33. Exit Management

The Empanelled Bidder would be a part of the operations team of a critical service of

Government of India. The empanelled Vendor will ensure smooth transition before the end of

contract. The Empanelled Vendor should ensure continuation of the services till such smooth

transition is completed. The transition period shall span a minimum of 6 months period. The

empanelled Vendor shall ensure the following during the exit management:

1. Handover the existing system/process and infrastructure to the new vendor in running

condition

2. Have a minimum six months overlap period of running the operations with the new

vendor.

3. Migration/Transfer shall include data migration, re-integration of all existing Virtual

numbers, toll free numbers, short codes, applications etc. on the new platform and

ensure seamless transition with all applications that have been integrated.

4. Virtual Number and short code handover which should include: Immediate transfer to

new vendor with complete transparency to the user and application.

No. 10(20)/2016-NICSI

of 75

5. New Application, customized code modules, SOP, SOW, SRS, Library and relevant

documents etc., to be handover to NIC, customizations done by project team, and all

those components that was required to make software operational remains the

property of the purchaser.

6. Post transferring mentioned documents to Purchaser these should be deleted by the

empanelled vendor from their own records. In case use of such code for commercial

activity, NIC reserves the right to take legal action against the bidder.

NIC/NICSI reserves the right to forfeit the PBG In case the empanelled vendor fails to adhere to

the above mentioned clause.

34. Re-negotiation of rates

1) If during the period of validity, it is found that market rates of SMS/OBD/any other service

configured have reduced/any other reason deemed appropriate; NIC/NICSI can initiate the

process of re-negotiation of rates with the empanelled vendor only.

2) The empanelled vendor can also request NIC/NICSI to re-negotiate the rates. In this case,

NIC reserves the right to agree/ disagree to the process of re-negotiation.

3) Duly constituted committee within NIC/NICSI will re-negotiate with the empanelled vendor

within the defined terms of reference.

4) If the vendor, due to dispute, decides to end the contract, Termination of contract clause will

be invoked.

In the event of termination NICSI/ NIC reserves the right to review the deployment and

subsequently ask the next technically ranked bidder to match the price offered by terminated

vendor, in case bidder disagree to match the price, next ranked bidder will be given chance

to match the price and so on under same terms and conditions. Subsequently, the ongoing

empanelment will be terminated and a new empanelment will be issued. If none of

technically qualified bidder accepts the order, NICSI/NIC reserve rights to go for new Tender.

35. Limitation of Liability

Except in case of gross negligence or will full misconduct on the part of the Empanelled

Vendor or on the part of any person or company acting on behalf of the Empanelled Vendor

in carrying out the Services, the Empanelled Vendor, with respect to damage caused by the

Empanelled Vendor shall not be liable to Purchaser: i.e.

1. For any indirect or consequential loss or damage; and

2. for any direct loss or damage that exceeds

a. the total payments payable under his contract to the Empanelled Vendor

hereunder, or

b. the proceeds the Empanelled Vendor may be entitled to receive from any insurance

maintained by the Empanelled Vendor to cover such a liability, Whichever of (a) or (b)

is higher.

This limitation of liability shall not affect the Empanelled Vendor liability, if any, for damage

to Third Parties caused by the gross negligence or wilful misconduct of the Empanelled

Vendor or any person or Firm/company acting on behalf of the Empanelled Vendor in

carrying out the Services. Limitation of liability, including for damage to Third Parties, shall

be to the extent of 100% of the total cost of the project calculated up to and as on the date

when such section / clause is required to be invoked.

36. Conflict of interest

The Empanelled Vendor shall disclose to the Purchaser in writing, all actual and potential

unethical conflicts of interest that exist, arise or may arise (either for the Empanelled Vendor

or the Empanelled Vendor’s Team) in the course of performing the Services as soon as

practical after it becomes aware of that conflict.

No. 10(20)/2016-NICSI

of 75

37. Severance

In the event any provision of this Contract is held to be invalid or unenforceable under the

applicable law, the remaining provisions of this Contract would remain in full force and effect.

38. Governing Language

The Agreement should be written in English language.

39. Force Majeure:

If at any time, during the continuance of this contract, the performance in whole or in part by

either party of any obligation under this contract is prevented or delayed by reasons of any

war, hostility, acts of public enemy, civil commotion, sabotage, fires, floods, explosions,

epidemics quarantine restrictions, strikes, lockouts or acts of God (hereinafter referred to as

"events"), provided notice of happenings of any such event is duly endorsed by the

appropriate authorities/chamber of commerce in the country of the party giving notice, is

given by party seeking concession to the other as soon as practicable, but within 21 days

from the date of occurrence and termination thereof and satisfies the party adequately of the

measures taken by it, neither party shall, by reason of such event, be entitled to terminate

this contract, nor shall either party have any claim for damages against the other in respect

of such non-performance or delay in performance, and deliveries under the contract shall be

resumed as soon as practicable after such event has come to an end or ceased to exist and

the decision of the purchaser as to whether the deliveries have so resumed or not, shall be

final and conclusive, provided further, that if the performance in whole or in part or any

obligation under this contract is prevented or delayed by reason of any such event for a

period exceeding 60 days, the purchaser may at his option, terminate the contract.

40. Information Security

1) The Empanelled Vendor shall not carry and/or transmit any material, information, layouts,

diagrams, storage media or any other goods/material in physical or electronic form, which

are proprietary to or owned by the Purchaser, out of NIC premises without prior written

permission from the Purchaser.

2) The Empanelled Vendor shall develop a comprehensive Information Security Policy (ISP)

covering all the aspects of data security in all the process within 30 days from the date of

signing of the contract. The Empanelled Vendor shall implement the ISP only after

approval from NICSI/NIC.

3) Empanelled Vendor acknowledges that Purchaser’s business data such as statistics, SMS

details etc. and other Purchaser proprietary information or materials, whether developed

by Purchaser or being used by Purchaser are confidential and proprietary to Purchaser;

and Empanelled Vendor agrees to use reasonable care to safeguard the proprietary

information and to prevent the unauthorized use or disclosure thereof. Empanelled Vendor

may come into possession of such proprietary information, even though Empanelled

Vendor does not take any direct part in or furnish the services performed for the creation

of said proprietary information and shall limit access thereto to employees with a need to

such access to perform the services required by this agreement. Empanelled Vendor shall

use such information only for the purpose of performing the said services. Empanelled

Vendor will be liable for any incident of data theft or breach.

4) Empanelled Vendor shall, upon termination of this agreement for any reason, or upon

demand by Purchaser, whichever is earliest, return any and all

information/system/software provided to Empanelled bidder by Purchaser, including any

copies or reproductions, both hardcopy and electronic versions..

No. 10(20)/2016-NICSI

of 75

41. Dispute Resolution

In the case of any dispute or difference arising between the Purchaser and the Empanelled

vendor related to any matter arising out of or connected with this Contract, such dispute or

difference shall be referred to the award of two Arbitrators, one Arbitrator to be nominated

by the Purchaser and the other to be nominated by the Empanelled vendor or in case of the

said Arbitrators not agreeing, then to the award of an Umpire to be appointed by the

Arbitrators in writing before proceeding with the reference, and in case the Arbitrators cannot

agree to the Umpire, he may be nominated by the Secretary, Indian Council of Arbitration,

New Delhi. The award of the Arbitrators, and in the event of their not agreeing, of the

Umpire appointed by them or by the Secretary, Indian Council of Arbitration, New Delhi, will

be final and binding on the parties.

The Arbitration and Conciliation Act 1996, the rules there under and any statutory

modification or re-enactments thereof, shall apply to the arbitration proceedings.

The venue of arbitration shall be the Delhi, India. All disputes in this connection shall be

settled in Delhi jurisdiction only.

42. Applicable Law

a) The Empanelled Vendor shall be governed by the laws and procedures established by

Govt. of India, within the framework of applicable legislation and enactment made from

time to time concerning such commercial dealings/processing.

b) All disputes in this connection shall be settled in Delhi jurisdiction only.

c) NIC/NICSI reserves the right to cancel this tender or modify the requirement.

d) NIC/NICSI also reserves the right to modify/relax any of the terms & conditions of the

tender by declaring / publishing such amendments in a manner that all prospective

vendors / parties to be kept informed about it.

e) NIC/NICSI in view of projects requirement may reject any tender(s), in which any

prescribed condition(s) is/are found incomplete in any respect and at any processing

state.

f) The vendor should provide System manual and User manual along with each System,

irrespective of the fact that more than one system may be meant for any location.

43. General Conditions

1) The bidder shall have the sole responsibility to execute this project on turnkey basis

2) The empanelment may be used by NIC/NICSI or any other Government office.

3) No interest shall be payable for the Earnest Money Deposit and the No deviations from

these terms and conditions will be accepted. Any violation there off will lead to rejection of

the bid.

4) The Security Deposits without any interest accrued, shall be released only after the expiry

of the warranty period of the systems successfully.

5) The decision of NIC/NICSI arrived during the various stages of the evaluation of the bids

is final and representation of any kind shall not be entertained on the above.

6) In case the empanelled vendor is found in-breach of any condition(s) of tender or supply

order or submission of false documents, at any stage during the course of supply/

installation/commissioning or during the empanelment period, the legal action as per

rules/laws, shall be initiated against the vendor and EMD/Security Deposits shall be

forfeited, besides debarring & black listing the vendor concerned for at least 3 years, for

further dealing in Govt. departments.

No. 10(20)/2016-NICSI

of 75

7) Any attempt by vendor to bring pressure towards NICSI/NIC’s decision making process,

such vendors shall be disqualified for participation in the present tender and those vendor

may be liable to be debarred from bidding for NIC/NICSI tenders in future for a period of

three years.

8) All the terms and conditions for the supply/deployment, testing and operationalization,

payment terms, penalty etc. will be as those mentioned herein and no change in the

terms and conditions by the vendors will be acceptable.

9) Corrections, if any, in the tender bids should be attested properly by the vendor, failing

which, the tender will be rejected.

10) Upon verification, evaluation / assessment, if in case any information furnished by the

vendor is found to be false/incorrect, their total bid shall be summarily rejected and no

correspondence on the same, shall be entertained.

11) No deviations from tender terms and conditions will be accepted.

12) Termination for Insolvency: NIC/NICSI may at any time terminate the purchase order /

contract by giving written notice of four weeks to the Vendor, without any compensation

to the Vendor, if the Vendor becomes bankrupt or otherwise insolvent.

13) NIC/NICSI will not be responsible for any misinterpretation or wrong assumption by the

vendor.

14) The bidder shall maintain the solution and ensure TRAI/GoI compliance from time to

time. The bidder should submit undertaking for handling, maintaining and ensuring

workability of solution offered for at least 5 years from the date of delivery of the system.

15) The bidder must possess the relevant licenses to provide the services mentioned in this

tender.

16) NICSI reserves the right to accept or reject any or all Bids or retender, at any time prior

to award of contract, without assigning any reasons whatsoever and without thereby

incurring any liability to affected bidder or bidders due to such an action being taken by

NICSI.

17) The decision of NICSI and committees formed for evaluation of the tender will be final

and binding on all bidders and no representation of any kind will be entertained on the

above. Any attempt by any vendor to bring pressure of any kind shall disqualify the

vendor from the present tender and the vendor may be liable to be debarred from bidding

in NICSI tenders in future for a period of Three years. The decision of NICSI arrived during

the various stages of the evaluation of the bids is final & binding on all vendors. Any

representation towards these shall not be entertained by NICSI.

18) Upon verification, evaluation / assessment, if in case any information furnished by the

vendor is found to be false/incorrect, their total bid shall be summarily rejected and no

correspondence on the same, shall be entertained.

No. 10(20)/2016-NICSI

of 75

Annexure 1- Pre-qualification Criteria

S. No Item Supporting Document

1.

The bidder company and consortium (if

any) should be a company incorporated

in India.

Valid Registration Certificate as

applicable OR

Valid documentary proof of:

1. Certificate of incorporation

2. Certificate consequent to change of

name, if applicable.

Attested copies of Articles of Association (in

case of Registered firm), Byelaws and

certificates of registration (in case of

registered co-operative Societies),

partnership deed (in case of partnership

firm) should be submitted.

2.

The Registration number of the firm

along with the CST No. allotted by the

Sales Tax Authorities, as well as PAN

number of the firm allotted by the

Income Tax authorities should be

submitted

Submit copy of PAN card and service tax

registration certificate

3.

Bidder must have positive net worth as

per the audited balance sheet for the last

two financial years 2014-15, 2015-16

and had a minimum turnover of INR 100

Crores in last two financial year (2014-

15, 2015-16) from business in SMS.

The average annual turnover certified by

the statutory auditor, the document

provided should clearly specify the turnover

in SMS Business and net worth.

Certified/Audited P&L and Balance Sheets

for last 2 financial years (FY 2014-15,

2015-16).

4. The bidder should have a valid

registration with TRAI as a telemarketer.

Certified copy of valid Certification from

TRAI.

5. Authorization of signatory for the

purpose of this tender

Power of Attorney

6.

The bidders should have not been black

listed by any of Government Authority /

Public Sector Banks / Public Sector

Undertaking (PSUs).

Self-declaration as a part of Covering letter

and the Self-declaration shall be on

Company's Letter Head, duly signed &

stamped by an authorized signatory.

7.

The bidder should have at least 30

(thirty) full time Technical Support

professionals on its permanent rolls in

India and preferably at least (ten) full

time Technical Support Professionals in

Delhi/NCR who have current and

Relevant experience/, competency on the

proposed solution. They should be on the

payrolls since 1st April 2015.

Undertaking from bidder on Company's

Letter Head, duly signed & stamped by an

authorized signatory.

8.

The bidder/consortium should have at

least 5 years of experience in providing

the audio bridge service.



authorized signatory.

No. 10(20)/2016-NICSI

of 75

9.

The bidder/consortium should have

executed at least two audio bridge

projects with at least 1000 audio bridge

participants. Out of which at least one

should be with government.

Purchase orders and corresponding

Invoices/bills, the invoices should clearly

mention the number of participant.

10. The consortium partner if any should

have positive net worth

The average annual turnover certified by

the statutory auditor, the document

provided should clearly specify the turnover

and net worth.

Certified/Audited P&L and Balance Sheets

for last 2 financial years (FY 2015-16,

2014-15).

11.

The consortium partner (if any) should

not be blacklisted in last three years by

any of Government Authority / Public

Sector Banks / Public Sector Undertaking

(PSUs)

Self-declaration as a part of Covering letter

and the Self-declaration shall be on



12. Consortium agreement Authorized Consortium agreement

document

13.

Bidder should have 10 years of

experience in providing SMS Services in

India with at least top 5 operators (As

per TRAI rating) in at least 23 circle

including GSM and CDMA technologies.



authorized signatory for experience in SMS

services and

Proof of procurement of

TPS/Invoices/Agreement with Telecom

operator from at least 5 operators in at

least 23 telecom circles

14.

The bidder should have executed at least

one similar project in any government of

India institution OR PSU/Banks. The

solution offered should be currently

running successfully at any Govt. of

India Institution or Public Sector Banks /

Public Sector Undertaking (PSU)

Bidder should submit a copy of the latest

Purchase Order (not older than 2 years)

from Government Institution/PSU or

Certificate from such client/ Undertaking

from bidder on Company's Letter Head,

duly signed & stamped by an authorized

signatory.

15.

The Bidder should have worked in both

providing services from their own

datacenter (hosted) and providing

services from Client Datacenter (On-Site)

solution for customers.

Work Order Certificate / Completion

Certification from the client / Client

declaration from each of the

Organisations/ Undertaking from bidder on



No. 10(20)/2016-NICSI

of 75

16.

The bidder must have handled at least 8

crores SMS within a 14 hours window

(from 8:00 AM to 10:00 PM) for any

Govt. /Public Sector Institution/Banks in

the past 5- years on on-site / hosted

model.

Undertaking specifying the details of Clients

for whom the bidder has integrated their

solution, and

Certificate of volume conducted confirming

8 crore SMS have been processed in 14

hours window, preferably with an invoice or

Completion certificate from Client showing

the transaction.

The details of the customer and date on

which the transactions occurred should be

provided in the undertaking.

Submit letter from the Telecom Operators

for the combined TPS provided

17.

The bidder must have/own the

software/solution/process which is

proposed to be deployed in NIC. This

must already be in use.

Undertaking from bidder for Ownership of

proposed solution and have right to

customise

18.

The bidder must be having at least 4

years’ experience in managing and

commercializing OBD with at least 3

telecom operators in India with a

provision to handle minimum 20 lakh

OBD calls with a pulse of 30 seconds

within 14 hours.

Submit relevant PO issued in or before

2015 and still valid.

submit Certificates / Agreements with

Telecom operators

Submit Telecom operator bills as proofs.

19.

The bidder should have call capacity of at

least 5,00,000 outbound calls of 30-

second pulse within 14 hour window

through telecom operators across India

Submit declaration with proof of capacity

Undertaking for ownership of OBD platform

and number of PRI lines for the capacity

project.

Invoice/Bills by respective operator of the

PRI lines by respective operators.

20.

The bidder should have minimum 50

PRIs from telecom operators for handling

Missed Calls.

If bidder is Telecom Operator, it must

give declaration that it has min 100 PRI

available anytime.

If bidder is Telecom VAS, it must provide

Purchase Order.

Declaration in case bidder is Telecom

Operator

21.

Must have extended short code (short

code with 2 digit suffix) with validity

during the project duration.

Purchase Order for procurement of short

code, indicating the validity of these codes

during the project duration.

Note: Bidder is supposed to fill up the above annexure and indicate the page number of the

supporting document in the proof.

No. 10(20)/2016-NICSI

of 75

Section III-Scope of work

No. 10(20)/2016-NICSI

of 75

I. Scope of Work:

Introduction:

This tender Document is being issued to empanel a vendor to Implement Short Message Service

Gateway Services for Government of India to be implemented at NIC. NIC is currently running

SMS gateway solution integrating over 1200 Government applications

The SMS gateway system can be viewed as a set of hardware, software, servers, applications

and processes which together make up the SMS gateway solution to be provided by NIC , the

implementing agency for the service with NICSI as the service agency .

The current deployed SMS gateway solution is under operation for all countries and all operators

since 2013, with complete solution including SMS push service for both domestic subscriber for

all operators in all circles and international subscribers pull service with dedicated VMN for each

telecom circle and dedicated short codes.

The Purchaser is expecting participation from the bidders who can maintain the continuity with

the existing services which uses OBD and Miss Call with dedicated short codes and integration

with SMS gateway.

The NICSI SMS Gateway solution will be implemented and managed at least two sites i.e. in

NIC Delhi (Primary) and one at different geographical location (secondary) as per technical

requirements of the tender in active-active mode with automatic failover between the two sites

in case of one site becoming un-operational. NICSI/NIC reserves the right to change the

secondary site. The bidder must propose as part the bid the software owned by the bidder with

the complete IPR. The proposed solution must have simultaneous connections to multiple SMSC

of different operators, minimum 5 operators that have a presence in all 23 telecom circles.

The Scope of work includes the following sections:

a. Deployment and maintenance of the solution

b. SMS Gateway Deliverables

c. Voice gateway for OBD services.

d. Procurement of Number/Caller ID for OBD/Missed-Call

e. Missed Call services for e-gov projects.

f. Integration of short code

g. Audio Bridge Service

h. Customization

i. Manpower for operations of the service.

j. Support in Process and Operation review

k. Knowledgebase Management

A. Deployment and maintenance of the solution

a. The deployment shall be in active-active mode between primary and secondary sites.,

Proposed high-level architecture diagram is given below:

No. 10(20)/2016-NICSI

of 75

Basic functional Diagram of SMS service

b. The vendor shall install the proposed solution in the NIC premise with connectivity to at least

top five (5) mobile operators of India with a presence in all 23 telecom circles. For this refer

to TRAI rating of operators (on the basis of number of subscriber as on the date). The whole

solution shall be implemented in the NIC premise (refer eligibility criteria) with consistent

bandwidth /TPS to handle minimum 8 crore SMS per day scalable up to 20 crore SMS per

day. (Refer SLA and Technical specification.) The above 5 mobile operators should have a

presence in at least 23 telecom circles in India. The vendor should have a provision to

integrate additional mobile operator as and when required.

c. The vendor shall install the proposed solution on the hardware provided by the NIC/NICSI.

As such the bidder must provide the complete hardware sizing to meet the requirement.

Typical available hardware in NIC: dual processor Intel/AMD and Quad processor Intel/AMD.

NIC/NICSI shall provide only hardware and vendor shall install all the components of the

system and shall take care of all licensing issues of the operating system and virtualization

software or any other component/software that is required for the installation. No payment

will be made to the vendor for this.

d. The vendor should support onnet and offnet calls for both TRAI approved and unapproved

sender ids. This implies that if the destination number belongs to operator A then the pipe of

operator A terminated in NIC should be used for sending SMS as much as possible.

e. At any time NIC/NICSI has the right to conduct the code review of the gateway software.

f. NIC/NICSI will be indemnified in case of a SMS that is sent as a result of wrong configuration

of the vendor application/SMSC of the vendor.

g. During the deployment of the new SMS Gateway Solution, the older solution will co-exist till

the newer solution reaches the Go-Live phase. During this period, existing URL such as

Sms.gov.in, smsgw.sms.gov.in, reports.sms.gov.in, tools.sms.gov.in would remain functional

and should not change.

A.1 Deployment Assessment:

a. The empanelled vendor should at least match the operational capabilities and features of

existing solution.

b. No system with short features list or alternate software product with different technical

specifications shall be taken up for acceptance testing under any circumstances.

c. The assessment will include running of the test cases based on the technical specification

software features as mentioned in Annexure 2 – Technical Specification.

d. Failure to full fill any of the aforementioned conditions, NIC reserves the right to cancel the

contract as per the Termination of Contract Clause along with forfeiture of the EMD/Security

Deposit. Further, NIC/NICSI can procure same items from alternate sources at the risk and

cost of the defaulting vendor.

e. The bidder should provide acceptance testing plan in agreement with NIC along with the

comprehensive service deployment and delivery details before Go-Live phase. A.2 Downtime, Systems Security & Maintenance

No. 10(20)/2016-NICSI

of 75

Appropriate notification prior to the initiation of scheduled security operations:

Issue notification of maintenance requirements and solicit response All notifications will include

the following information:

Nature of the work.

Reason for the work.

Scheduling of the work.

Any such downtime will be notified one week in advance.

It will also cover the event of hardware failure and telecom operator failure.

In the event of hardware failure or if any datacenter is overloaded or is down then the message

is automatically directed towards the other datacenter which can share the load. Thus there

should be facility of automatic fail-over.

In the event, primary operator connectivity is down; the message would automatically be

routed to our secondary operator connectivity.

A2.1 Data Security

a) Data Security between End User and Datacenter: The access to purchaser’s site should

be provided over HTTPS protocol, thus making the transaction between the end user

browser and the datacenter server completely secured.

b) Transaction between Datacenter and SMS Server: All the transaction between the

datacenter and the SMSC happens via internet through SSH connectivity which is

encrypted (latest or most stable encryption algorithm/techniques shall be

implemented.).

A2.2 Data Security Policy

The empanelled vendor must create a Data Security policy to protect the government data at all

levels of operations and administration, The Data security policy should clearly state the roles

and responsibilities of vendor staff, the policy should be evaluated, updated and should be

timely reviewed and approved by the NIC Management. The control for data security shall be

implemented as per the approved data security policy.

A.3 Authentication of IPs

SMSC should be protected by Firewall and only systems that have been authenticated can

access these server. This server is accessible only to Vendor’s data centre server and

Vendor’s Proxy server.

a) User Level Authentication: User can access purchaser’s server with a valid Username,

Password and OTP.

b) Database/Repository Redundancy: Database/repository is maintained by multiple

servers, in case of crisis.

c) SMSC Redundancy: There are multiple SMSC connections to enable failure backup,

when a primary SMSC is down then the message automatically gets routed to the

secondary SMSC.

B. SMS Gateway Deliverables

No. 10(20)/2016-NICSI

of 75

The empanelled vendor should provide detailed and certified copies of logs including timestamp,

mobile number, duration etc. both from their datacenter and telecom operator (CDR) as and

when required by the NIC as per the provision of applicable laws at and for all time during the

period of contract. The empanelled vendor would also provide the tool for Analysing and

comparing the CDRs and SMS traffic data from SMS Gateway The broad categories are as follows:-

1. Web Enabled SMS Console

2. Automation of all routine tasks related to the operation of SMS gateway for instance but

not limited to Application monitoring, SMS queue monitoring, exception and error

handling alert, storage alerts, telecom operator connectivity management, system health

check-up etc.

3. Web Enabled SMS reporting System

4. Bundle of programming language neutral API for sending SMS from application

integrated with NIC SMS Gateway. The vendor will ensure that their API supports same

parameter which is currently supported by NIC SMS gateway so that application

integrated with NIC SMS gateway need not change their application.

5. Email2SMS solution

6. Pull SMS Solution

7. Integration of existing Pull VMN with SMS Gateway including short codes

8. SMPP Based SMS Solution

9. Web Enabled Backend Management System

10. Putting in place different processes/system for Management Reporting, compliance to

statutory bodies like TRAI

11. Billing System

12. Online OBD Campaign Manager

13. Online Missed Call Campaign Manager

If, NIC/NICSI procures additional new VMN the vendor shall ensure that the ownership of the

newly procured VMN is in the name of NIC and all documentations in this regard will be shared

with NIC, the implementing agency for the service. Note: The empanelled vendor shall ensure that all VMN already integrated with the NIC

deployment shall be integrated with the new deployment as per the project schedule.

C.Voice gateway for OBD services

OBD service would run from the Data Centre of the empanelled vendor, and available 24X7X365

days for full period for project duration.

D.Procurement of Number for OBD/Missed-Call

Missed call/OBD ID/number would be a property of NIC and would be handed over to NIC while

exiting from the contract or after contract termination.

The OBD/Missed-Call requires caller id from where call is made or user makes missed-call

respectively. In this regard following shall be done by the empanelled vendor

1. Empanelled vendor shall provide unique caller id to the satisfaction and confirmation

of the NIC. The caller id can be short-code as well as regular 10-digit mobile number

as and when required. The definition and understanding of a caller id being premium

or non-premium can be mutually decided between implementing Empanelled Vendor

and NIC. However the decision of NIC/NICSI in this regard will be final and binding

on the empanelled vendor.

No. 10(20)/2016-NICSI

of 75

2. It will be the responsibility of the empanelled vendor to procure, manage and deal

with the third party on behalf of NIC/NICSI.

3. The empanelled vendor shall provide the NoC to NIC/NICSI regarding the caller id

before submitting the bills for that caller id to NIC/NICSI; else the bill shall not be

processed till NoC is given by the empanelled vendor and confirmed by NIC.

4. The empanelled vendor should provide detailed and certified copies of logs including

timestamp, mobile number, duration etc. both from their datacenter and telecom

operator certified CDR as and when required by the NIC as per the provision of

applicable laws at and for all time during the period of contract.

E.Missed Call/OBD services for e-Gov projects

Missed call/OBD ID/number would be a property of NIC and would be handed over to NIC while

exiting from the contract or after contract termination.

Missed call and OBD service should include data discovery services, logging to different

application.

Missed Call service/OBD should be available at the datacenter of the Empanelled vendor. The

bidder should agree to provide detailed and certified copies of logs including timestamp, mobile

number, duration etc. both from their datacenter and telecom operator certified CDR and when

required by the NIC at and for all time during the period of contract.

F.Audio Bridge

Audio bridge is required to cater to the requirements of having toll free number for one to one

or two way conference call facility for participants within India and even for the international

participants. It must be simple to use with Self-service portal for conference management &

monitor the usage.

The audio Bridge system should have a portal for scheduling and managing the audio

conference calls. It should also have features to record the conversations, replay it later,

download and delete from the portal. Deleting the audio conference recording should delete all

the instances and vendor shall not have any other instances/backup saved anywhere.

G.Customization:

Customization would of two types:

1. SMS Customization: Customization of SMS would be a constant requirement

throughout the duration of project and would be done without any extra charge to the

purchaser as it would be carried out by the technical and operational project team.

2. OBD platform/ Missed Call Customization: NIC would mention the requirement of

customization which includes the scope of work and efforts in terms of man month.

During the entire project duration of empanelment, it may be required to modify/customize the

existing platform of the bidder in order to achieve the implementation of new requirement as

and when it is raised by NIC to the bidder. This may include changes in code, tuning the

platform and any other technical/operational activity to deliver the new requirement

successfully.

The requirement shall be raised to the Empanelled vendor by NIC by sending mail to the

Empanelled project/operational manager.

Scope of the customization on OBD platform would be mutual discussed and timeline of the

completion of the customization / new requirement would be decided thereafter. The

empanelled vendor must adhere to Scope of work and Timelines discussed failing to so will

No. 10(20)/2016-NICSI

of 75

invoke the penalty. The decision of Purchaser will be final and binding and could not be

challenged in any court of law

Post every customization detailed testing of the customized solution should be carried out by

the empanelled vendor. To test the working of short code, OBD, Miss Call and/or SMS service, it

is the responsibility of the empanelled vendor to test the same across the country in all circles

with all operators and present the report to NIC management.

After technical and operational evaluation, of the customization would be carried out by NIC and

thereafter would be provided a signoff.

The empanelled vendor will sign NDA (non-disclosure agreement) with NIC/NICSI. The ideas

and enhancement done on the instruction of implementing Empanelled vendor shall not be

shared with any other entity for any financial benefit or otherwise (marketing purpose etc.) nor

shall the vendor patent or copyright them in their name.

Note: the change in the solution code and any automation scripts or Modules developed for the

NIC requirements would be considered private and confidential and an Intellectual property of

NIC. Sharing of such customizations with any other party would fall under Data Confidentiality

and Integrity breach and action would be taken as mentioned under Confidentiality Clause of

this Tender.

H.Manpower for operations of the service (8am-8pm)

S.No Designation No. of position

1 Operation Manager 02

2 L2 Support (at each site i.e. primary and DR) 04 per site

3 L1 Support (at each site i.e. Primary and DR 06 per site

Note: The team present during the installation and commissioning the SMS gateway solution

would continue to a part of the day to day operations during the entire period of contract

execution.

NIC/NICSI reserves rights to hire additional Manpower as and when required for operation of

service.

I. Support in Process and Operation review

The empanelled vendor would be responsible to assist the NIC during the audit of SMS gateway

solution process and operations audit and review as and when required with reports assuring

the Availability, Integrity and Confidentiality of the NIC, user or Government Data.

a. Process audit would comprise of but not limited to::

1. Record keeping review,

2. Response generation to users,

3. Logs analysing,

4. Report and Statistics generation.

b. Operation Audit would consist of assessing the:

1) Workflow of problem and change resolution

2) Adherence to Statement of Work and Statement of Procedures documents.

3) SMS errors and failure logs with CDR and detailed logs certified by telecom

operator.

4) CSG/STQC Audit:

No. 10(20)/2016-NICSI

of 75

i. The STQC / Cyber Security Group (CSG) would audit the Installed

solution and supporting infrastructure for security vulnerabilities.

ii. Bidder will be responsible for closing the observations (including software

bug or configuration settings) and recommendation given by NIC CSG

team or STQC on the security assessment of the SMS solution,

application and supporting Infrastructure. The responsibility of closure of

the security assessment observation would fall on empanelled vendor

which should be duly closed.

c. The following testing must be done and demonstrated

i. Performance testing of the services. It should meet the specified performance

level.

ii. Security testing of the services likes data security, privacy of information,

penetration testing etc.

iii. Statutory compliance testing like DND calls/SMS, logging, data consistency and

verifiability, conformance to statutory rules (like TRAI rules) laid by govt. etc.

iv. Business continuity testing like operator failover, services failover, switchover

etc.

Note:

a. It shall be the exclusive responsibility of the Empanelled vendor to deploy the System

to provide appropriate device drivers, license and solutions for these system software

platforms etc.

b. Continuous testing of the performance of throughput of SMS, OBD and Missed call,

where the weekly dashboard should represent the decreasing trend of failure rates and

increasing successful delivery.

c. Any additional components, sub-components, assemblies, sub-assemblies, cables,

connectors, sockets that would be required to meet the desired installation

requirements will have to be provisioned by the bidder at no additional cost to the

Purchaser and without any project delays.

J. Knowledgebase Management

The Empanelled vendor will be responsible for maintaining and updating the following records

but not limited to:

1. Statement of Work for all operational activities

2. Statement of Procedures for all operational activities

3. Changes management (Records of Change request)

4. Root Cause Analysis Database maintenance

5. Generic Errors and solution document

6. Manual Documentations and Troubleshooting Guidelines

7. SRS and Libraries.

8. Feedback and feature enhancement requests from NIC users.

No. 10(20)/2016-NICSI

of 75

II. Project Schedule

S.

No. Location

Period from the date of

Purchase order.

Go Live:

90 days from the date of

first Purchase Order.

Solution Deployment and Integration of all

components at both sites in active-active

mode

Security Audit by STQC / CSG of the SMS

gateway solution.

Complete project takeover from existing

vendor, customization to meet technical

specification and deployment of all existing

applications and, all relevant application

data including VMNs, short code and

dedicated VMN

Deployment Acceptance Testing, Service

Testing, Performance Testing approved by

NIC.

Process Documentation, Knowledge base

Management

Declaration by the Empanelled vendor that it has taken

over completely from the previous vendor and purchaser

is ready for the Go-Live

10 Days from the Go-Live.

Note: Penalty of INR 50,000 per day will be imposed on empanelled vendor on every one day

of delay from the timelines mentioned above, with a maximum capping of 30 days beyond

which NIC reserves the right to terminate the contract, forfeit the PBG and or initiate legal

action including blacklisting, against the empanelled vendor or any other action deemed

appropriate.

No. 10(20)/2016-NICSI

of 75

Section IV-Technical Specification

No. 10(20)/2016-NICSI

of 75

Annexure 2- Technical Specification

The following are Technical specifications for implementation of SMS gateway.

Bidders are required to comply with the Technical Specifications as mentioned below and no

deviation will be accepted. Any deviation from technical Specification will lead to rejection of

Bid, It will be summarily rejected and no correspondence on the same shall be entertained.

Submission of false/forged documents will lead to forfeiture of EMD and NIC/NICSI reserves the

right to initiate legal action against the bidder. All the web applications as a part of proposed

solution should be compatible with all major browsers.

i. SMS Gateway Solution

S.No. Functionalities Yes/No Remarks

1) General (Mandatory)

1. The applications hosted in NIC should be able to use the

gateway to send / receive SMS from any part of the globe

and from any SMS service provider. There should be a

standard set of tools and APIs which can then be interfaced

with the application either through http GET/POST

mechanism or any other standard mechanism. The solution

offered must provide a good reporting of SMS deliveries and

preferably a real-time delivery report.

2. The solution provided must have an Interface to the SMTP

gateway of NIC. This implies that, the existing messaging

services of NIC should be able to integrate with the SMS

gateway to send / receive SMS. Gateway software should

support SMTP protocol along with SMPP protocol.

3. The gateway must have a mechanism to send bulk SMS’s to

predetermined list of numbers. A programmable interface

should be available using which NIC can get the reports on

bulk SMS.

4. Integration with LDAP Authentication

5. Proxy support: The solution should have support for Proxy.

Requests from gateway can be routed through proxy servers.

Admin can control proxy server (and proxy bypass) settings

6. SMS Push: Applications can use SMS Push Client to Push

Messages through the Gateway. SMS Client should support

multiple languages such as C , Java, PHP, .Net, Active X for

ASP integration etc.

7. Logging: Access logs containing message identity, operation

(push, submit, Deliver), timestamp, parameters (phone

number, URL, message, message Length), status. Debug log

controllable by admin with multiple debug levels. Protocol

trace must also be viewed.

8. Gateway should support two way messaging through push,

pull mechanism along with Email2SMS, SMS through SMPP.

9. Error-Messages: Administrator definable error-messages 10. Other features should include application activation using

URL’s.

11. The solution provider shall provide all the API’s in detail and

No. 10(20)/2016-NICSI

of 75


also provide relevant documentation to enable the application

developers to integrate. As a handholding to the solution

provided, the bidder must help integrate at-least two

applications to the SMS gateway for both receive and for

sending. One of them will be Messaging services, and the

other can be agreed upon by mutual discussion between the

solution provider and NIC. API’s should cover all platforms

(such as oracle, Mysql, NoSql, Postgres etc.). Ability to

integrate with multiple ODBC compliant databases.

12. Application should have the provision to send logs to a

central logging server.

13. Application logs enabled in the server housed in HQ, should

contain details of SMS delivered to other SMS Gateways

(end-to-end SMS delivery). This implies that if for e.g. the

application is from Operator A, SMS delivery status to an

Operator B subscriber should be reflected in the logs. This

would be required for the purpose of auditing.

14. Submit detailed deployment architecture, clearly detailing the

various components of the service. The proposed architecture

should be scalable. Distributed architecture that allows

horizontal scaling - Strong distributed architecture so that

any service can be installed and scaled in shortest possible

time.

15. Provision to map subscriber to operator e.g. if bulk SMS is

posted, then messages of operator A, subscriber should be

routed through pipe of Operator A, and Operator B subscriber

should be routed through to Operator B.

16. Provision of failover of an onnet traffic to offnet traffic with

configurable retry attempt both for bulk SMS and high

priority SMS.

17. Hardware sizing to handle 8 cr. SMS/day and scalable up to

20 crores SMS/day.

Mention sizing for both servers and storage for online

reporting of two months.

18. Platform should adhere to all the TRAI guidelines as existing

today and be able to support amendments from time to time.

19. OBD (Out Bound Dialling) should be supported. 20. Integration with existing NIC services such as Email gateway 21. Capping the number of SMS that an application can send with

alerts to admin/other users over mail and SMS. The alert

timelines should be configurable i.e. 7 days prior to ending of

limit etc. This feature should be per application specific.

22. List of error codes which will be payable by the users with

valid justifications

Preferable Features 23. Geo-locational Feature, like location identification. 24. Integration support by multi Factor Authentication 25. Speech to text recognition capabilities 26. Facility to put mobile numbers in blacklist and whitelist

category.

27. Analytics on the live and backup/archive SMS data. 28. Should be able to accommodate new technologies like

integration with Social Networking Site like WhatsApp,

Twitter etc.

No. 10(20)/2016-NICSI

of 75


These will be done within 60 days of official release of API

from these social networking sites which allow integration of

SMS gateway with their applications. This will be developed

and deployed with no additional cost to NIC/NICSI

2) PUSH Services: - application will initiate the process and send the SMS.

Mandatory

1. 1. HTTP API, XMl API, SMTP API , SMPP API and DB API

should be provided to send SMS

2. Should be able to deliver or drop as per NDNC white

listing

3. Must support at least 5000 char length English and

Unicode message.

4. Real time delivery report notification to user. 5. Session maintenance for Bulk SMSs. Mention session

time out

6. If using HTTP API, then POST method must be used and

phone number, sender ID and all parameter which are

passed must be properly validated. Specify maximum

number of destination numbers in one http post API.

7. Messaging support - Must support Normal and Unicode

Messaging for facilitating messaging in Indian languages

in single API.

8. Ability to send Flash, WAP (URL & Text) , ringtones via

API, share address book.

9. Ability to send SMS to a non-standard port using API. 10. There should be provision to schedule SMS in advance

and manage the scheduled SMS over API

11. There should be provision to set the priority of the SMS. 12. Block out SMS, i.e. SMS is not delivered between specific

period (block out) and delivery start on the expiry of

blackout time period.

13. There should be provision to set SMS validity period. 14. The API should have capability to take message in any

Indian language, and transmit the message in the same

language. User should not be forced to convert or map

Indian language to their respective corresponding

Unicode.

15. Prevention of SMS flooding (same content SMS multiple

times repeatedly) on a particular number.

3) PULL SMS Service

1. Should handle PULL with keyword and without keyword

2. Should work on 10 digit VMNs and Short code

3. Should support multi part SMS over PULL service

4. Retry mechanism in PULL service

5. Pull queue management in case of Queue capacity

overflow, by throttling per user/keyword, operator/VMN

with alert mechanism

6. Automatic alert and recognition of single point of

failures.

7. Life cycle management of SMS pull service with

comprehensive reporting and log management.

8. Support multipart PULL SMS

No. 10(20)/2016-NICSI

of 75


Preferable

9. 7 All the Indian language keyword and SMS should be

supported

10. Support for data service in the SMS. PULL Service can be

availed through instant messaging applications such as

WhatsApp also

4) Email to SMS Service

Mandatory

1 Should support all white-listed domains. 2 SMS should not contain HTML tags. 3 Should be able to integrate with different MTAs (NIC

email service) and handle all email headers in order to

properly convert email to SMS.

5) Graphical User Interface (Feature should be supported by API also)

Mandatory

1. GUI must be SSL compliant. 2. Configurable authentication mechanism like LDAPs, DB

etc. The flexibility of selecting the user repository.

3. GUI should provide single console for user/group

management, reporting system, configuration and log

management and basic SMS functionalities like Send

Bulk SMSs, send single SMSs, send single SMS to

multiple numbers, send multiple messages to multiple

numbers etc.

4. GUI must support downloads/uploads different file

format like xls, xlsx, csv, text for different activities like

user management, log management ,sending bulk SMS

etc.

5. Authentication and authorization must follow 3-tier

hierarchy.

For ex: - User cannot see groups created by another

user but admin can see all users under him. Similarly

super admin can have overall authority.

6. Advanced level flexible search option such as search

current queue, logs, and users by using meta queries

like between two dates, timestamp, IP, sender ID ,

combinations of these parameter etc.

7. Credit management - ability to allocate/de-allocate

credits to different user. For example allocate or de-

allocate TPS assigned to users/applications dynamically.

8. GUI should have ability to define priority and routing of

user.

9. Ability to manage users (create/delete/deactivate) 10. Ability to control users with service (email2SMS, API, File

Upload UI) permissions

11. Ability to assign user access such as Groups, Templates

e.g. admin creates groups and assign a user to use it

12. Ability to send single SMS to multiple mobile numbers or

multiple SMS to multiple mobile numbers by uploading

the information via excel sheet or notepad on a UI (CSV

features to be supported).The same facility must be

made available through APIs as well.

13. Ability to create multiple templates for sending SMS via

UI as well as through API. The template must support

No. 10(20)/2016-NICSI

of 75


both normal and Unicode SMS. Template must also work

on API.

14. Ability to send SMS by uploading only the dynamic

values via spreadsheet and appending it to the existing

template.

15. Ability to view activity log on the UI. Every action done

on the UI should be recorded for cross verification.

16. GUI should have the facility to schedule Message for

later delivery. The API should also support scheduling.

17. Moderation facility in group SMS console. For example if

a SMS is send to a moderated group, the group admin

should get SMS alert and thereafter he can moderate.

6) Database/Repository Management Mandatory

1. 1 The DB size should not affect the performance of SMS

Gateway software.

2. 2 Real time replication, clustering and backup of database. 3. 3 There should be facility to archive old data online. 4. 4 Database management system should support

redundancy i.e. Automatic failover to backup server

database.

5. 5 DB synchronization with at least three nodes. 6. Ability to restore Data from Backup Tapes.

7) Reporting System Mandatory

1. 1 Segregation of MIS from production Database. 2. 2 Web console to view, find, download and share reports

for a range of dates, applications and services. Reporting

should provide reports for PUSH, PULL, Schedules SMS,

Block out SMS, Email2SMS and any other services

provided to users. Must have advanced filter option such

as but not limited to:

Transaction-ID, Content, Date, Operator, error etc.

3. 3 Should provide customized reports like detailed SMS

delivery report, concatenated SMS delivery report,

latency in SMS delivery etc., also support graphical

representation like bar chart ,pie chart etc.

4. 4 Should follow 3-tier architecture. Should be scalable to

n-tier architecture through customization.

5. 5 Provision to export report to different file formats like

excel, PDF, txt, csv.

6. 6 Should provide graphical report per application as well as

consolidated report of all the applications together.

7. 7 Should be able to schedule the download for later time. 8. 8 Ability to generate reports from archived data. 9. 10 Dashboard option to view the current status of all the

applications and groups.

10. 11 APIs to send the reports back to the NIC application

platform

11. 12 Multi-part SMS with delivery status of each part 12. 13 Multi part SMS report should be available as single

message in reporting dash board

13. 14 The reporting panel should provide report for all the

No. 10(20)/2016-NICSI

of 75


services provided like PUSH, PULL, OBD etc.

14. 15 The SMS report should contain IP, message content,

different timestamp during the entire life-cycle of that

SMS with appropriate status description

15. 16 Ability to mask entire or certain portion of SMS content

or mobile number in the reporting panel like masking

critical info (OTP) sent over SMS to a mobile number.

16. The solution should have the ability of log analytics 8) Log and Configuration Management Mandatory

1. UI to extract information from logs/backup logs based on

meta query, advance filter on different parameters.

2. Archival of logs on central logging server. 3. Ability to set the verbosity of the logs. 4. Provide configuration documents and hands-on training

on different configuration files.

9) Support/Maintenance/Training Mandatory

1. 1 Migration from existing system to new system 2. 2 24*7 monitoring of server. 3. 4 Provide training for level-1 maintenance. 4. 5 Alert notification in case of delay/non-functioning of

basic functionality of SMS Gateway (Vendor must

maintain separate and dedicated SOS queue).

10) Performance Management Mandatory

1. 1 Regular tuning of different configuration files to achieve

maximum performance and sharing of best practices in

this regard.

11) Deployment should be in active-active mode

Mandatory 1. 1 The deployment must be active active with two nodes

located at different geographical areas. In the event one

site goes down the entire request is automatically

handled by the second node.

12) Security

Mandatory 1. The software would be audited by NIC CSG/STQC. Audit

compliance based on CSG/STQC report should be completed.

2. Implement mapping of SMS Account with whitelisted IPs

3. All web sites portal shall follow the leading security practices

such as ISO 27001.

4. Role based Segregation of user privileges based on gateway

services. Like if a user is allowed only to view report than he

should not be able to send SMS

5. Bidder shall ensure the MD5 signature of all the code is

executable and regularly match to find any discrepancy or to

discover any malicious activity.

6. Minimum Baseline security hardening of application,

Operating system.

7. Provision to generate and archive security logs. 13) Billing Packages

1. Provision to generate billing details based on User account

No. 10(20)/2016-NICSI

of 75


name. 2. Daily report for SMS quota and account balance information

for Admin and user.

Historical data from the Billing System for a configurable

duration

Delegation of the billing system usage.

3. Configurable Management alerts in the form of OBD

calls/Messages/Emails

4. Configurable Alert mechanism before exhaustion of the SMS

quota per user.

5. Detailed billing of each services such as OBD, SMS, Missed

Call with breakup Billing report consisting of the individual

cost of components such as tax, Govt Levy etc.

6. Report on Price revision tracking.

7. Ability to delegate the billing system and set permissions.

No. 10(20)/2016-NICSI

of 75

ii. OBD/Missed Call Platform

The OBD Platform will be operationalized at Vendor Site

S No Technical Requirement Yes/No Remarks

1. OBD calls based on text to voice (using Text-to-Speech) 2. Online reporting (log details and admin console to NIC) 3. Multi-Channel Dialing 4. Call forwarding options 5. Scheduling of bulk voice campaigns 6. Capture response to bulk voice broadcasting via touch tones 7. Support for Preview dialing, event based dialing and

predictive dialing

8. Should support standard ISDN PRI, TDM,SS7 and SIP

interfaces

9. Support customized calls (like support for template voice

call. For example welcoming voice call by picking name from

data source and placing it in the voice template clip)

10. Should support all the features of PRI lines like DID, Call ID,

Piloting and Call Hunting etc.

11. Should scalable to support concurrent call between 600 to

1000 at the time from single point of interface, files can be

downloaded and uploaded via http port.

12. Should have interface port to connect CUCM and MGW via

SIP interface.

13. Should have inbuilt call recording features. Multi audio file

format should be supported like .wav, .mp3 etc. The

recording files upload/download facility must be available

via http.

14. Should have capability to upload media file (Via http port) to

be played for caller.

15. Should have capability to understand dial list uploaded via

http port and make blast dial out.

16. Should support up to 5 minutes prerecorded message to

broadcast for caller.

17. Should provide complete management console with

delegated and moderation facilities.

18. The routine tasks must be automated over web console

thereby minimizing the interaction with the deployment.

19. If the OBD call is missed and the user call backs on the

same number, the system should be able to register them

through miss-call mechanism to initiate the same OBD at a

later stage.

20. Web Console should be security audited

21. Account Creation 22. Account Roles :- Admin, Maker, Checker, User 23. Account Types :- Promotional / Transactional 24. TRAI Block out, option to drop or buffer for next day 25. Account level Block out, option to drop or buffer to next

day

No. 10(20)/2016-NICSI

of 75

26. Call Retry, can be configured different number of retries for

different failure reasons and also the time interval of retry is

also configurable

27. Reporting/MIS :- CDR, Dashboard, Summary Report,

Latency Report

28. DND scrubbing 29. Configurable Missed Call duration. 30. Missed Call API can be configured to be called on each

missed call received

31. Dynamic Data like amount, date, numbers or other strings

can be passed along with the phone numbers in the csv file

and the same shall be played in the OBD as per the flow

32. Missed call service should be available 24X7;, 33. Integration with user application like login in an application 34. Integration of miscall with OBD /SMS service. 35. Miss call service should support minimum 200 PRI available

at all instances at their datacenter exclusively for NIC

(depending on the application, it should be scalable).

36. Call Schedule for future date & time or Send Now option 37. Audio Library : Same audio files can be reused by the user 38. Group: Same Mobile number file can be reused by the user.

Also there is an option of Public and Private groups

39. Stop Campaign API : To stop an ongoing campaign 40. Campaigns can be created from web interface as well as

from API

41. Click2Call solution 42. Can Allocate DID numbers of same Pilot PRI to different

clients for Missed Call and IBDs

43. Both PRI and SIP based solutions for national and

international markets

44. Masking of Number with alpha-numeric description

(example: if OBD is initiated from a number for ex, 011-

24305184 it should display/mask as NIC on the user

handset)

45. The bidder shall ensure real time replication of ODB and

missed call logs from their datacenter to NIC Datacenter.

No. 10(20)/2016-NICSI

of 75

iii. Audio Bridge

S No Technical Requirement Yes/No Remarks

1 NIC will give 12 hour notice for setting up an audio conference

call.

2 Leader/delegated individual can start the conference by dialing in

through Leaders Pass Code/Pin and can stop the conference

3 Allows call initiator to create his own phonebook and groups for

easy and fast dialing

5 Auto phonebook update with incoming/ dial-in contacts 6 Allows muting or unmuting single person or group people

anytime during conference call

7 Allows locking conference call to avert additional participants

from joining and unlocking for resuming anytime during the

conference

8 Listen only feature: restrict participants from unmuting their

lines

9 Passcode Security: set a passcode for added call security 10 Feature to automatically records all calls and conference

proceedings that can be downloaded later as .wav file.

11 Conference recordings should be available to those who missed it

live or for those who want to hear important content again.

Listeners can pause, rewind and fast forward.

12 Feature to dials large numbers in one go. 13 Web-console to manage audio conference, with delegated

administrator functionality

14 Web-console should have features such as but not limited to:

download reports (call summary report, cost, cost of the

conference etc.), manage calls, manage conference recordings,

Contact address Book, Scheduling, Booking and Alert

mechanism, view connected and disconnected participants.

15 Web–console should also maintain detailed logs for all the audio

conferences made (participants joining and leaving time etc.)

and activities performed through the web-console.

16 Identify the person by recording name of the participant 17 Feature to support question and answer sessions such as by

pressing a touch tone command, questions can be placed in a

queue in the order as received.

18 The moderator can view all question requests, identified by

participant name, or identifiers, and other data attributes and

can elect to take the ‘next’ question in queue or select another.

All callers remain muted except for the active question.

20 The moderator can take participant polls before, during or after the

audio conference. Results of which are immediately available to the

moderator. Results can be shared with participants or remain

confidential.

21 Features to record the conversations, replay it later, download

and delete from the portal. Deleting the audio conference

recording should delete all the instances and vendor shall not

have any other instances/backup saved anywhere.

No. 10(20)/2016-NICSI

of 75

Section V-Manpower Specification

No. 10(20)/2016-NICSI

of 75

Annexure 3- Manpower Requirement

The vendor shall place required number of technical manpower resources at NIC HQ which is

the primary deployment site and at another geographical site called secondary site. The vendor

must provide L1 and L2 support with the following manpower:-

S.

No

Designation No. of

position

Qualification/Experience Roles and

Responsibilities

1 Operation Manager 02 10 years or more experience in SMS

and OBD and missed call integration,

preferable government project

experience out of which at least two

year experience as Project manager

or Project Lead.

Should have in depth knowledge of

the proposed solution.

Certifications in project management

such as PMP / Prince2 and proposed

solution component.

Refer Part I

2 L2 Support (at

each site i.e.

primary and DR)

04 per site BTech/MCA & equivalent, with 5 or

more years’ experience in

networking/ database/ application

development.

Preferable certification in open

source programming technologies/

database/networking.

Should have coding and

customization experience of at least

1 year on proposed solution.

Refer Part II

3 L1 Support (at

each site i.e.

Primary and DR

06 per site BTech/MCA/ equivalent with 2 or

more year experience.

Providing coding and customization

support, experience in receiving help

desk tickets from Tier 1 Support.

Refer Part III

a) NICSI/NIC reserves right to place PO for manpower depending on the load of the work.

Manpower will be deployed by NIC as per the requirement as and when required and as

deemed appropriate.

b) NICSI/NIC at any time on requirement basis can ask vendor to place additional

manpower beyond the number mentioned above. The vendor will be paid on the basis of

number of resources deployed.

c) Resource will be available 8am to 8pm all 7 days with 24x7 backend support. The shift

management and work allocation shall be defined by NIC SMS group from time to time.

The manpower resources have to adhere to them strictly.

d) The team members during the migration, installation and commissioning of the SMS

solution should not change during the entire period of project duration and the manager

should also remain same throughout the project.

e) During the empanelment, if at any time, a resource assigned by the vendor is found

lacking in technical expertise to handle the deployment, then NIC SMS Division reserves

the right to ask the vendor to replace the said resource. Vendor will be required to

replace the resource within one week else pay a penalty.

No. 10(20)/2016-NICSI

of 75

f) If a resource is not available on-site for more than 3 working days, the vendor will need

to provide a suitable replacement else pay a penalty.

g) NIC reserves the right to reject the resource if found not suitable. SI will need to deploy

a resource within the time lines mentioned under penalty clause.

h) The on-site manpower must be available after office hours also in case of an emergency

in NIC SMS Infrastructure operations. The manpower must be available to work in the

emergency situation, failing to do so would invoke the operational penalty clause.

i) Empanelled vendor should inform the purchaser of any change in manpower or any

resignation given by a resource deployed on the project on the day resignation is

accepted, and make sure that the new resource has equivalent requisite experience.

Empanelled vendor should ensure that complete handover by the relieving resource is

given to the new resource for an overlapping duration of minimum 4 weeks in which the

replacing resource takes over the charge.

j) The bidders should provide the resumes of the proposed manpower in the format as

mentioned in Annexure 6

Roles and Responsibilities

Part I: Operation Manager

1. New requirement gathering and sharing implementation plan with timeline.

2. Managing Level 1 & Level 2 team to meet the user expectations.

3. Handling critical escalations and SMS user escalations

4. Coordination with engineering team for implementation of requirement and

timeline.

5. Telecom operator coordination for critical escalations and long pending actions.

6. Preparing process management, operational manual etc.

7. Maintaining the business continuity, ensuring the compliance of all the terms and

condition of the tender.

8. Coordination with TRAI and other telecom operators for sender id approvals.

9. Ensure overall security of the deployment in discussion with the NIC/NICSI team as

per NIC policies. .

10. Any other activities and roles as deemed fit by NIC/NICSI

Part II: L2 Support

11. Troubleshooting all the technical and operational issues

12. Manage the database and network issues

13. Should resolve all the issues escalated by L1 team as per SLA.

14. Generate management reports

15. Secure the deployment for both intra-server communication and access privilege.

16. Make code changes as per inputs from audit team from time to time., hence

knowledge of deployed software is essential

Part III: L1 Support

1. SMS account creation, integration, client handholding.

2. Providing support to SMS user via calls & mails for integration of services and

technical resolution.(Support)

3. Support activities like, data warehouse management, database and queue

monitoring, server health monitoring.

4. Traffic monitoring by SMS Queue Monitoring and routing changes (Monitoring).

5. Monitoring the application and servers. (Monitoring)

6. Reports sharing as per client requirements on daily basis. (MIS)

7. Analysing the end delivery failures and escalate to L2 for betterment of service.

(Operations)

No. 10(20)/2016-NICSI

of 75

8. Operator coordination for delay and non-delivery issues to improve the

performance, throughput related issues, configuration of new accounts.

(Operations)

9. Testing of features of the product and services post deployment. (Testing)

Part IV: Escalation Matrix

L1 will escalate unresolved issues to L2 support through email, phone, SMS etc. the unresolved

issue must be escalated within 10 minutes.

L2 will escalate unresolved issue to operation manager through E-mail; phone SMS etc. within

30 minutes.

Part V: Management Reporting The persons shall report to Head of the Division, Messaging and SMS Division at NIC.

NIC/NICSI reserves the right to ask the vendor to replace the manpower in case of non-

compliance of instructions or other issues like indiscipline. In that case the vendor must provide

new manpower within one week's time failing which, NIC/NICSI can invoke the penalty clause.

No. 10(20)/2016-NICSI

of 75

Section VI-Service Level Agreement

(SLA) and Penalty

No. 10(20)/2016-NICSI

of 75

Annexure 4. Service Level Agreement (SLA) and Penalty

The Service Provider undertakes to provide the services as per the terms and conditions as per

the following:-

i. Penalty for Message delivery and Platform availability

Performance

Target Definition

Expected

Uptime/percentage

HTTP/S API

This includes availability of HTTP Server for

Mobile Terminated SMS to any mobile

subscriber.

99.5%

Mobile Terminated

SMS

SMS should leave the SMS gateway within 10

second of submission of the message to HTTP

API. 99.5%

Vendor’s VN

availability for MO

Vendor’s Virtual Number availability for

receiving Mobile Originated SMS, from any

subscriber

99.5%

MO to Customer

URL availability

Vendor’s application , passing information of

Mobile originated SMS to Customer URL 99.5%

Vendor SMS

Delivery Report

end availability

Vendor’s website availability having MIS for all

the MT SMS. 99.5%

Email to SMS It should support all virtual domains supported

by NIC, 99.5%

SMS web console A dedicated web console for sending SMS 99.5%

High Priority SMS

/ OTP Delivery

Should be delivered within 15 seconds. 99.5%

Non-Priority / Bulk

SMS Delivery

Should be delivered within two hours 99.5%

OBD OBD call should go to all

telephone/mobile(prepaid, post-paid) device as

per the details provided by NIC

(except due to prohibitory orders issued by

competent authority with prior information by

empanelled vendor to NIC

99.5%

Low OBD

Response Time

This will happen when the OBD is being

triggered by API or otherwise. In such case OBD

call must trigger within 10 seconds of

submission of request on the OBD platform for

99.5% of the time

99.5%

In case of reverse OBD trigger at a miss call.

OBD call drop The OBD call must complete 99.5% of the time

till the user hangs-up. This must be

corroborated with logs and CDR.

99.5%

OBD API OBD API should be available 99.5%

Web Console The web-console should be available 99.5%

Missed Call Missed call number should be available 24*7. 99.5%

Audio Bridge The audio bridge facility shall be up 24*7 99.5%

Audio Bridge The audio bridge call should be noise free with

no call drop.

99.5%

No. 10(20)/2016-NICSI

of 75

Uptime Measurement:

1) Uptime is calculated once in 3 months cycle, using the formula:

((2160hrs)–(Total Hrs Outage) /(2160 hrs ))x 100

Note:

a. Single instance of unplanned downtime should not be more than 45 minutes at any

instance.

b. Month = 30 days

c. Outage excludes: Scheduled Downtime, Force Majeure (fire and natural calamities),

planned and approved up gradation and maintenance (hardware and software),

infrastructure and services not owned by vendor.

Penalty Calculation: On every 0.5% decrease from the corresponding mentioned uptime

percentage mentioned in the table above, the penalty amount would be calculated as

mentioned below.

For Example: if Uptime = 98.5

Penalty= (99.5-98.5)* (2% of Current cycle billing amount of Corresponding Service)

Note: If uptime of the components mentioned above falls below 95%, then NIC reserves the

right to terminate the contract with empaneled vendor as per Termination of contract clause.

ii. SLA and Penalty for Missed Call Service:

SN Performance

Target

Definition Penalty

1 User getting busy

tone when using

missed-call service

The Missed-Call service must

be up 99.5%. This means that

user missed-call be received

99.5% of the time.

5% of the Current cycle

billing.

If the issue is not resolved

within 3 hours than

penalty would be 10% of

the current cycle Missed

call billing amount.

3 Caller-ID

availability

The caller ID should be

available 100%

5% of Current cycle

Missed call billing amount.

No. 10(20)/2016-NICSI

of 75

iii. SLA and Penalty for operational events:

SN. Problem Description Priority Level Resolution

Time in hours

1 SMS flooding 1 1

2 Not able to send or receive SMS 1 1

3 Delay in receiving messages 1 1

4 Loss of SMS 1 1

5 Not able to access web-based module 1 1

6 Bandwidth issues 1 1

7 SMS getting corrupted 2 2

8

Partial Operation (e.g., PUSH is working but

PULL or Email2SMS in not working, console

is partially working or API is failing etc.)

2 2

9 Discrepancies in Billing 5 24

10 Customization of platform / SMS OBD / Miss

Call as per the discussed timeline

Mutually

Agreed

Mutually

Agreed.

Penalty for operation events:

The penalty shall be calculated based on the following formula:

Amount of Penalty = Delay in every 10 min X INR 5000 every 10 mins.

For e.g. - If there is a delay of 15 mins from the assigned time allocation, then the penalty will

be:

1.5 X 5000 = INR 7500.

The maximum penalty will be equivalent to the total value of the invoice value generated at the

end of current quarter.

iv. Penalty for Manpower:

a. Empanelled vendor will need to replace a resource within one week from the date of

resigning / rejection by Purchaser due to any issue but not limited to competence, work

performance etc. A penalty of 0.1 % of Manpower amount in current quarter invoice amount

will be imposed for every one day of delay up to 30 days or a maximum penalty of 10% of

Manpower PO. Subsequently, NIC reserves the right to take legal action.

b. Empanelled vendor should inform the purchaser of any change in manpower or any

resignation given by a resource deployed on the project on the day resignation is accepted,

and make sure that the new resource has equivalent requisite experience. Bidder should

ensure that complete handover by the relieving resource is given to the new resource for an

overlapping duration of minimum 4 weeks in which the replacing resource takes over the

charge.

c. If a resource is not available on-site for more than 3 days, vendor will provide a

replacement or else pay INR 10,000 for every 24 hours of delay from the written notice to

the NIC SMS group, till the time the replacement is given.

d. If resource is lacking in technical expertise, then vendor will replace the resource within one

week of written notice to NIC SMS group or pay a penalty of INR 5 lakhs for every week of

delay up to a maximum of four weeks, beyond which NIC reserves the right to take any

action deemed appropriate by the Competent Authority even amounting to cancellation of

the empanelment.

No. 10(20)/2016-NICSI

of 75

v. Other Penalty Clauses:

SN Activity Rate

1

Failure in maintaining

Delivery and installation

Schedule

Penalty of INR 50,000 per day will be imposed on empanelled

vendor on every one day of delay from the timelines

mentioned above, with a maximum capping of 30 days

beyond which NICSI/NIC reserves the right to terminate the

contract, forfeit the PBG and or initiate legal action against

the empanelled vendor and/or any other action deemed

appropriate

3

Security Audit conducted

by NIC/STQC of all the

application and

vulnerability assessment

compliance of all the

host/OS and anti-virus

installation

15 days from the date of issue of the vulnerability report if it

is not rectified, penalty of five lakhs will be imposed and for

every subsequent 24 hours of delay a penalty of rupees ten

thousand will be imposed till a total of 60 days

Beyond which NICSI/NIC reserves the right to terminate the

contract, forfeit the PBG and or initiate legal action against

the empanelled vendor and/or any other action deemed

appropriate.

4 Integration of existing

VMN and Short code.

Must be completed within 90 days from date of issue of PO

else penalty INR 10000 for every 24 hours for each VMN that

is still pending up to 45 days, Beyond which NICSI/NIC

reserves the right to terminate the contract, forfeit the PBG

and or initiate legal action against the empanelled vendor

and/or any other action deemed appropriate

5

Non-conformance of the

system/solution/processes

/manpower deployment

with policies laid down

NIC/NISCI/Govt. Of India

Any non-conformance shall be replaced with conformance

enabled system/solution/processes as laid down by

NIC/NICSI/Govt. Of India from time to time within 7 working

days. The vendor shall be penalized at INR 10,000 for every

delay of 1 working day for a maximum of 60 days. Beyond

which NICSI/NIC reserves the right to terminate the contract,

forfeit the PBG and or initiate legal action against the

empanelled vendor/ and/or any other action deemed

appropriate.

6 Integration of new short

code and new VMN

Must be completed within 30 days from date of issue of PO

else penalty INR 10,000 for every 1 day for each short code

and VMN that is still pending up to 45 days, Beyond which

NIC/NICSI reserves right to cancel Purchase Order and

empanelment and Termination of contract clause will be

invoked.

8. Security Breach

In case of a breach, it should be Fixed within 24 hours. If it is

not rectified, penalty of five lakhs will be imposed and for

every subsequent 24 hours of delay a penalty of rupees ten

thousand will be imposed till a total of 15 days. Beyond

which, NIC may cancel the Purchase Order and empanelment.

Subsequent to cancellation NIC/NICSI reserves right to cancel

Purchase Order and empanelment and Termination of

contract clause will invoke.

Note:

During empanelment period, if there is change in the compliance from recognized statutory

bodies like TRAI, the same must be incorporated into the service delivery. Also if the

software/process needs patching/up-gradation due to obsolescence/up-gradation of technology,

the same must be done by the vendor with no additional cost to NIC/NICSI.

No. 10(20)/2016-NICSI

of 75

Section V-Financial

No. 10(20)/2016-NICSI

of 75

Instructions to fill the Bill of Material

1. Bidder should provide all prices as per the prescribed format under this Annexure.

2. Bidder should not leave any field blank. In case the field is not applicable, Bidder must

indicate “0” (Zero) in all such fields.

3. All the prices (even for taxes) are to be entered in Indian Rupees ONLY (%age values are

not allowed)

4. It is mandatory to provide breakup of all Taxes, Dollar component, Duties and Levies

wherever applicable and/or payable.

5. Purchaser reserves the right to ask the Bidder to submit proof of payment against any of

the taxes, duties, levies indicated.

6. Purchaser shall take into account all Taxes, Duties & Levies for the purpose of Evaluation

7. The soft copy of the commercials-GTV Financial Bid should be in MS Excel uploaded in a rar

file format.

No. 10(20)/2016-NICSI

of 75

Annexure 5A- GTV

Financial Bid for Submission

Bidder Name:............................................................................

The Grand Total value (GTV) should be arrived considering all the items as per the detailed

specifications in Annexure technical 5B-A, 5B-B, 5B-C, 5B-D 5B-E, 5B-F, 5B-G and 5B-H.

GTV is the sum total of “Total Cost” under Financial Annexure 5B.

Prices should be quoted in Indian Rupees and indicated both in figures and words. Price in

words will prevail, in the event of any mismatch.

Grand Total Value (GTV) (in INR.): Sum total of

1) Total International SMS Cost (A)

2) National SMS Cost (B)

3) Incoming SMS (C)

4) Messaging Special Services (D)

5) Manpower (E)

6) Deployment Cost (F)

7) OBD (G)

8) Audio Bridge (H)

Total Amount (Including

taxes)

(Rupees______________________________________________________) in words


Name:

Date:

Place:

SEAL

No. 10(20)/2016-NICSI

of 75

Annexure 5B- Detailed Financial Bid

Financial Bid for Submission of rates of individual items

The following items as per the Annexure 5B (A-H) have to be considered for arriving at the

Grand Total Value for comprehensive warranty of 5 years. The bidder should clearly indicate the

non-compliance of the item, if any.

A. International SMS Cost

S. No Item Description / Continent

Wise

Quantity /

month

Unit Rate Total Cost

(A1) (A2) (A1*A2)

1. North America 2500 A3

2. South America 2500 A4..

3. Australia 2500

4. New Zealand 2500

5. France 2500

6. United Kingdom 2500

7. Italy 2500

8. Germany 2500

9. Netherland 2500

10. Switzerland 2500

11. Sweden 2500

12. Greece 2500

13. Poland 2500

14. Portugal 2500

15. Spain 2500

16. Russia 2500

17. Africa Continent 2500

18. Singapore 2500

19. China 2500

20. Japan 2500

21. Korea 2500

22. Malaysia 2500

23. Indonesia 2500

24. Thailand 2500

25. Hong Kong 2500

26. Mauritius 2500

27. Vietnam 2500

28. Saudi Arabia 2500

29. Pakistan 2500

30. Bangladesh 2500

31. Maldives 2500

32. Sri Lanka 2500

33. Afghanistan 2500

34. Nepal 2500

35. Bhutan 2500

36. United Arab Emirates 2500

No. 10(20)/2016-NICSI

of 75

S. No Item Description / Continent

Wise

Quantity /

month

Unit Rate Total Cost

(A1) (A2) (A1*A2)

37. Kuwait 2500

38. Philippines 2500

39. Other Countries (Mention standard

rates)

2500 Ax

(A) TOTAL = A3+A4…+Ax

B. National SMS Cost

Sl.

No

Item

Description

TRAI exempted

Sender ID

TRAI un-exempted

Sender Id

Total Cost

Bx =

(V+2*W+X+Y)

National SMS

/ month OnNet OffNet OnNet OffNet

(V) (W) ( X ) (Y)

1

Up to 30 Crore

SMS

Unit rate

Unit rate

Unit rate

Unit rate

B1=

Bx*20,00,00,000

2

30-50 Crore

SMS

Unit rate

Unit rate

Unit rate

Unit rate

B2=

Bx*60,00,00,000

3

Above 50

Crore SMS

Unit rate

Unit rate

Unit rate

Unit rate

B3=

Bx*40,00,00,000

(B) Total Value = (B1+B2+B3)

C. Incoming SMS (This will be applicable when the Called party pays)

S.No Pull SMS / month Cost for SMS

on 10 Digit

VMN (I)

Cost for SMS

on Short

Code (II)

Total Cost

1 Up to 10 Lakhs pull SMS Unit Rate Unit Rate C1=

20,00,00,000*(I+II)

2 10 - 30 Lakhs pull SMS Unit Rate Unit Rate C2=

60,00,00,000*(I+II)

3 Above 30 Lakh pull SMS Unit Rate Unit Rate C3=

40,00,00,000*(I+II)

(C) TOTAL = (C1+C2+C3)

Note: NIC may ask the vendor at any time due to enhanced load or any other reason to

transmit/send the SMS from their datacenter with Data confidentiality and data integrity in

place so as to meet the requirement and would be governed by the same terms and conditions

as mentioned in the tender.

D. Messaging Special Services**

No. 10(20)/2016-NICSI

of 75

S.

No

Item Description Quantity

(X)

Unit Rate

(Y)

Total Cost

Dx=(X*Y)

1 Cost of 10 digit code 50 D1

2 Cost of 5 digit short code

(with suffix and without

suffix)

50 D2

3 Cost of Toll Free number

for SMS (across all

service providers) ***.

The Toll Free SMS

Number will be a Short

Code.

50 D3

4 Cost of PRI

Cards

compatible

for x86

architecture

8 Port 50 D4

16 Port* 50 D5

(D) Total Value = (D1+D2+D3+D4+D5

)

E. Manpower

S.

No

Designa

tion

Minimu

m

Quantit

y

(X)

Per man month cost

including taxes (Y)

Total Cost (Ex) =

(12*X*(Y(I)+Y(II)+Y(III)+Y(I

V)+Y(V)) 1st

Yr

.

(I

)

2nd

Yr.

(II

)

3rd

Yr.

(III

)

4th

Yr.

(IV

)

5th

Yr.

(V)

1

Operatio

n

Manager

2

E1

2 L2

Support 8

E2

3 L1

Support 12

E3

(E)Total Value = (E1+E2+E3)

Note: NIC reserves the right to take the no of manpower as deemed appropriate.

F. Deployment Cost**

S.

No

Item Description Quantity

(X)

Unit Rate

(Y)

Total Cost

F = (X*Y)

No. 10(20)/2016-NICSI

of 75

1

Per site deployment cost of SMS and

missed call / OBD services

(Deployment will include any further

deployment of software instances

done to handle enhanced load, this

will also include any Software, license,

copyright of any component of the

deployment. NIC will provide only the

required H/W).

2

F

(F) Total Value = F

Note: The software should be supported with latest updates/compliance with regulatory

authorities till the service is provided without any additional cost throughout the period of

empanelment.

G. OBD

G = G1+G2+G3+G4+G5

G1: OBD

S.No Number of

OBD per

month

Unit Rate for pulse

GT =

(2*I+II+III+

IV+2*VI)

15

sec

(I)

30

sec

(II)

45

sec

(III)

60 sec

(IV)

90

sec

(V)

Above 90

sec

(VI)

1 Up to

1,00,00,000

P1=

1,00,00,000 *

GT

2 1,00,00,000

to

5,00,00,000

P2=

5,00,00,000 *

GT

3 Above

5,00,00,000

P3=

5,00,00,000 *

GT

(G1) TOTAL = (P1+P2+P3)

G2: Missed-Call

S.No Number of

Missed call

per month

Unit Rate for concurrent Missed call

GT(x)=

(I+II+III+IV)

2001t

o

5000

(I)

5001 to

7000

(II)

7001

to

10000

(III)

Above

10000 (IV)

1 Up to

1,00,00,000

P1 = 1,00,00,000 *

GT1

2 1,00,00,000 to

5,00,00,000

P2 = 5,00,00,000 *

GT2

3 Above

5,00,00,000

P3 = 5,00,00,000 *

GT3

No. 10(20)/2016-NICSI

of 75

(G2) TOTAL = (P1+P2+P3)

G3: Procurement of Caller ID

S.No. Caller ID Type Unit Rate Total

1 Premium Short Code P1

2 Non-Premium Short Code P2

3 Premium 10-digit Mobile Number P3

4 Non-Premium 10-digit Mobile Number P4

(G3) TOTAL = (P1+P2+P3+P4)*150

G4: Customization of Platform

S.No. Customization Unit rate Total (P) = unit

rate*200

1 Man day cost P

(G4) TOTAL = P

*Customization Cost apply for OBD and Missed Call platform only

G5: Recording of Voice

S.No Recording of Voice Unit Rate/15 seconds Total = Unit rate

* 500

1 Recording in any language in any

accent, pitch, tone and frequency

(Male/Female)

G5

(G5) TOTAL = G5

G = G1+G2+G3+G4+G5

H. Audio Bridge

S.

No

Number of

person

Call (Per Minute) Total Cost

H=2*A1+2*A2+

B1+B2 Domestic (A) International (B)

Dial-In

(A1)

Dial-Out

(A2)

Dial-In

(B1)

Dial-Out

(B2)

1 0-250 Unit Rate Unit Rate Unit Rate Unit Rate H1


3 500- 750 Unit Rate Unit Rate Unit Rate Unit Rate H3

4 750- 1000 Unit Rate Unit Rate Unit Rate Unit Rate H4



(H) TOTAL = (H1+H2+H3+H4

+H5+H6)*

50000

No. 10(20)/2016-NICSI

of 75

Note:

1) All taxes and duties will be paid in actuals.

2) All unit rates are in INR

3) The quantity mentioned above is for the purpose of normalization only and should not be

assumed as the actual quantity for procurement.

4) Auto Bridge: Payment would be made as per actual

5) Grand Total Value (GTV) should match with the value indicated as per the Annexure –

5B

6) Bidder shall quote price in the Financial Bid inclusive of Foreign Exchange Component if

any. The foreign exchange rate as per RBI website (closing rate) for the foreign currency

indicated (as import component) on last date of bid submission shall be taken as

reference for Financial Bid Evaluation and selection of L1 bidder. The rate revision due to

the above will be considered when the average monthly fluctuation is ±10% or above of

the defined reference value. If the fluctuation is downwards, NICSI Tender division will

automatically initiate the process for reducing the rate by following the same procedure.

7) The bill will be raised once in every three month. Payment will be as per actual. No

payment will be paid for those SMS which are not delivered or multipart messages with

one or more failed parts delivery, to the user because of the issues at telecom operator

SMSC. This means that NIC/NICSI will not pay for transient error and will accept only

standard GSM/CDMA errors which occur at level of mobile phones. Vendor will generate

an independent daily report for the same.

** Payments for items under Messaging Special Services including deployment cost will be one

time. In case of Toll Free short code, the vendor agrees to procure the short code on behalf of

NIC and the necessary interfacing with operator would be done by the vendor.

For premium short code, the vendor agrees to procure the Short Code on Behalf of NIC and

would facilitate NIC to get into a direct Revenue Share agreements with all the operators in

India.

*** Toll free number opening across the service providers. NIC/NICSI will provide all the

necessary documents required from government authorities. The recurring bill will be paid by

NIC/NICSI as per the rates mentioned in section “C. Incoming SMS on short code”


Name:

Date:

Place:

SEAL

No. 10(20)/2016-NICSI

of 75

Annexure 6: Resume

1. Name:

2. Proposed

Position:

3. Date of Birth Nationality

4. Education Qualification Name of

School/College/University

Degree

Obtained

Date

Attended

4. Years Of

Experience

5. Area of Expertise

and No. of years

of experience in

this area

6. Certifications

and Training

attended

7. Employment

Record Employer Position From To

8. Detailed Tasks

Assigned

9. Relevant Work Undertaken that Best Illustrates the experience as required for

the Role

Project No:1, 2, 3, …

Name of

Assignment

Year

Location

Employer

Main

Project

Feature

Position

held

Activities

performed

No. 10(20)/2016-NICSI

of 75

Annexure 7: Bid Submission Cover Letter

Bid Submission Cover Letter

Date:

To

Tender Division,


HALL NO. 2&3,

6TH FLOOR, NBCC TOWER,



Subject: Our Unconditional acceptance of full responsibility for executing the project as

per Tender No. NICSI/SMS GATEWAY/2016/15

Dear Sir,

We have carefully gone through the Terms & Conditions contained in the Tender

Document Tender No. NICSI/SMS GATEWAY/2016/15 regarding “Short Message Service –

Gateway Services implemented at NIC for Government of India”

We agree to abide by and fulfill with all the Terms and Conditions of this Tender

Document.

We understand that you are not bound to accept any or all responses to tender you

receive. We understand and accept that it does not confer any right with regard to

participation in any manner whatsoever and NICSI/NIC will have unfettered right and

discretion in its decision at all times and is authorized to suspend our candidature without

assigning any reason.

We accept all the Instructions and Terms and Conditions of the subject Tender.

We hereby declare that all the information and statements made in in response to this

RFP are true and accept that any misleading information contained in it may lead to our

disqualification.

I further certify that I am an authorized signatory of my company and, therefore,

competent to make this declaration.

Yours Sincerely

Bidder’s Name and Signature

Seal

No. 10(20)/2016-NICSI

of 75

Annexure 8: List of Document to be submitted

Signed documents, other than the commercial bids, must be submitted in the following

order as part of the response to the RFP.

S.

No. Document to be submitted

Submitted

(Yes/No)

Pre-Qualification Bid

1. EMD (as mentioned in this RFP)

2. Bidder’s profile ( as per Annexure - 9) along with supporting

3.

Valid Registration Certificate as applicable OR

Valid documentary proof of:

1. Certificate of incorporation

2. Certificate consequent to change of name, if applicable.

Attested copies of Articles of Association (in case of Registered

firm), Byelaws and certificates of registration (in case of

registered co-operative Societies), partnership deed (in case of

partnership firm) should be submitted.

4. Copy of PAN card and service tax registration certificate

5.

Average annual turnover certified by the statutory auditor, the

document provided should clearly specify the turnover in SMS

Business and net worth.

Certified/Audited P&L and Balance Sheets for last 2 financial

years (FY 2014-15 , 2015-16).

6. Certified copy of valid Certification from TRAI.

7. Power of Attorney

8. Consortium Agreement

9.

Self-declaration as a part of Covering letter on Company's Letter

Head, duly signed & stamped by an authorized signatory for not

been black listed by any of Government Authority / Public Sector

Banks / Public Sector Undertaking (PSUs).

10. Unconditional Acceptance of Terms and Conditions of RFP As per

Annexure 7

11. Other Supporting Documents as per Annexure -1 Pre-qualification

Criteria

Technical Bid

1. Masked detailed Commercial bid as per Annexure 5B

2. Supporting Document as per Scoring Criteria

3. Technical Compliance Sheet As per Annexure 2- Technical

Specification

No. 10(20)/2016-NICSI

of 75

Annexure 9 Bidders Profile

The Bidders should provide their details in the format given below, along with the supporting

documents:

S. No. Details 1. Name & Address of the Bidder 2. Type of organization & year of Incorporation /

Registration.

3. PAN No.(copy to be submitted) 4. Sales Tax / VAT / Service tax registration no.

(copy to be submitted)

5. Registered Office Address of the Bidder 6. Correspondence address with contact person/s

name/s, telephone number, mobile number etc.

7. Contact person/s name/s, telephone number, mobile

number etc. for the purpose of this Tender

8. Name and designation of the person authorized to

sign the Bid / proposal and all other documents

incidental to the Tender.

No. 10(20)/2016-NICSI

of 75

Annexure 10: List of Abbreviations and Glossary

API Application Program Interface.

BG Bank Guarantee

CBSE Central Board of School Examination

CDMA Code Division Multiple Access.

CDR Call Details Record

CSG Cyber Security Group (of NIC)

CSV Comma Separated Values

DB Database

DR Disaster Recovery

EMD Earnest Money Deposit

FEC Financial Evaluation Committee

GSM The Global System for Mobile Communication

GTV Grand Total Value

HQ Headquarters

HTTP Hyper Text Transfer Protocol

ICDAR International Centre for Alternative Dispute Resolution

LDAP Light Weight Directory Access Protocol

MDR Message Detail Record

MIS Management Information System

NDNC National Do Not Call

NIC National Informatics Center

OBD Outbound Dialing

ODBC Open Database Connectivity

PDF Portable Document Format

SLA System Level Agreements

SMPP Short Message Peer to Peer

SMS Short Messaging System

SMSC SMS Center

SMTP Simple Mail Transfer Protocol

TEC Technical Evaluation Committee

TPS Transactions Per Second

TVDS Test Value Data Sheet

UI/GUI (Graphical) User Interface

URL Uniform Resource Locator

WAP Wireless Access Protocol

Called Party Called party with respect to this tender means that the entity/person or application

owner integrated with the NIC SMS gateway and using PULL services offered by

NIC, pays for the SMS sent by a mobile subscriber to the VMN or Short code

owned by him.