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RFP for selection of Technology Partner for eMitra _before pre bid
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Request for Proposal (RFP) Document for
Selection of Technology Partner for eMitra Project on Limited Source Procurement basis.
Reference No. F3.3 (84)/ RISL/Pur/2014/8757 dated: 19.12.2014
Unique Bid No: RISL/2014/LB/24
Mode of Bid Submission Online though eProcurement/ eTendering system at http://eproc.rajasthan.gov.in
Procuring Authority Managing Director, RISL, First Floor, C-Block, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur-302005 (Rajasthan)
Date & Time of Pre-bid meeting 26.12.2014 at 03:00 PM
Last Date & Time of Submission of Bid 19.01.2015 at 03:00 PM
Date & Time of Opening of Techno-commercial Bid
19.01.2015 at 04:00 PM
Bidding Document Fee: Rs.1000/- (Rupees Thousand only)
Name of the Bidding Company/ Firm:
Contact Person (Authorised Bid Signatory):
Correspondence Address:
Mobile No. Telephone & Fax Nos.:
Website & E-Mail:
RajCOMP Info Services Limited (RISL)
First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj.)
Phone: 0141- 5103902 Fax: 0141-2228701
Web: http://risl.rajasthan.gov.in, Email: [email protected]
RFP for selection of Technology Partner for eMitra _before pre bid
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1. ABBREVIATIONS & DEFINITIONS
Act The Rajasthan Transparency in Public Procurement Act, 2012 (Act No.
21 of 2012) and Rules thereto
Authorised
Signatory
The bidder‘s representative/ officer vested (explicitly, implicitly, or through
conduct) with the powers to commit the authorizing organization to a
binding agreement. Also called signing officer/ authority having the Power
of Attorney (PoA) from the competent authority of the respective Bidding
firm.
BG Bank Guarantee
Bid/ eBid A formal offer made in pursuance of an invitation by a procuring entity
and includes any tender, proposal or quotation in electronic format
Bid Security
A security provided to the procuring entity by a bidder for securing the
fulfilment of any obligation in terms of the provisions of the bidding
documents.
Bidder Any person/ firm/ agency/ company/ contractor/ supplier/ vendor
participating in the procurement/ bidding process with the procurement
entity
Bidding Document
Documents issued by the procuring entity, including any amendments
thereto, that set out the terms and conditions of the given procurement
and includes the invitation to bid
CMC Contract Monitoring Committee
Competent Authority An authority or officer to whom the relevant administrative or financial
powers have been delegated for taking decision in a matter relating
to procurement. MD, RISL in this bidding document.
Contract/
Procurement
Contract
A contract entered into between the procuring entity and a successful
bidder concerning the subject matter of procurement
Contract/ Project
Period
The Contract/ Project Period shall commence from the date of Go-live of Phase I till completion of five years of Operations & Maintenance of eMitra Software Solution.
Day A calendar day as per GoR/ GoI.
DoIT&C Department of Information Technology and Communications,
Government of Rajasthan.
GoI/ GoR Govt. of India/ Govt. of Rajasthan
ICT Information and Communication Technology.
IFB
Invitation for Bids (A document published by the procuring entity inviting
Bids relating to the subject matter of procurement and any amendment
thereto and includes notice inviting Bid and request for proposal)
INR Indian Rupee
RFP for selection of Technology Partner for eMitra _before pre bid
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ISI Indian Standards Institution
ISO International Organisation for Standardisation
IT Information Technology
ITB Instruction to Bidders
LD Liquidated Damages
LoI Letter of Intent
NIB Notice Inviting Bid
Notification A notification published in the Official Gazette
PAN Permanent Account Number
PBG Performance Bank Guarantee
PC Procurement/ Purchase Committee
PQ Pre-Qualification
Procurement
Process
The process of procurement extending from the issue of invitation to Bid
till the award of the procurement contract or cancellation of the
procurement process, as the case may be
Procurement/ Public
Procurement
The acquisition by purchase, lease, license or otherwise of works, goods
or services, including award of Public Private Partnership projects, by a
procuring entity whether directly or through an agency with which a
contract for procurement services is entered into, but does not include
any acquisition without consideration, and ―procure‖ or ―procured‖ shall
be construed accordingly
Project Site Wherever applicable, means the designated place or places.
PSD/ SD Performance Security Deposit/ Security Deposit
Purchaser/
Tendering Authority/
Procuring Entity
Person or entity that is a recipient of a good or service provided by a
seller (bidder) under a purchase order or contract of sale. Also called
buyer. RISL in this RFP document.
RajSWAN/ RSWAN Rajasthan State Wide Area Network
RISL RajCOMP Info Services Limited
RSDC Rajasthan State Data Centre, New IT Building, Jaipur
RVAT Rajasthan Value Added Tax
Services
Any subject matter of procurement other than goods or works and
includes physical, maintenance, professional, intellectual, consultancy
and advisory services or any service classified or declared as such by a
procuring entity and does not include appointment of any person made by
any procuring entity
SLA
Service Level Agreement is a negotiated agreement between two parties
wherein one is the customer and the other is the service provider. It is a a
service contract where the level of service is formally defined. In practice,
RFP for selection of Technology Partner for eMitra _before pre bid
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the term SLA is sometimes used to refer to the contracted delivery time
(of the service) or performance.
SSDG State Services Delivery Gateway
State Government Government of Rajasthan (GoR)
State Public
Procurement Portal http://sppp.raj.nic.in
Subject Matter of
Procurement Any item of procurement whether in the form of goods, services or works
TIN Tax Identification Number
TPA Third Party Auditors
VAT/ CenVAT Value Added Tax/ Central VAT
WO/ PO Work Order/ Purchase Order
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2. INVITATION FOR BID (IFB) & NOTICE INVITING BID (NIB)
Reference No. F3.3 (84)/ RISL/Pur/2014/8757 dated: 19.12.2014
Unique Bid No: RISL/2014/LB/24 This RFP (Stage-2) is hereby issued ONLY to the following bidders who have qualified at the Expression of Interest (EoI) stage (NIB issued vide: F3.3 (84)/ RISL/Pur/2014/4307, dated: 16.07.2014) and are invited to participate in RFP for Selection of Technology Partner for eMitra Project:
1. M/s Mastek Ltd 2. M/s PwC Pvt Ltd 3. M/s Aurionpro Solutions Ltd 4. M/s Wipro Ltd 5. M/s Infinite Computer Solutions (India) Ltd 6. M/s Sify Technologies Ltd
Name & Address of the
Procuring Entity
Name: RajCOMP Info Services Limited (RISL)
Address: First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme,
Jaipur-302005 (Rajasthan)
Name & Address of the
Project Officer In-charge
(POIC)
Name: R K Sharma
Designation: System Analyst (Joint Director)
Address: First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme,
Jaipur-302005 (Rajasthan)
Email: [email protected], [email protected]
Subject Matter of
Procurement Selection of Technology Partner for eMitra Project in Rajasthan
Bid Procedure Two-stage: Two part (envelop) Limited eBid procedure at
http://eproc.rajasthan.gov.in
Bid Evaluation Criteria
(Selection Method) Quality cum Cost Based Selection (QCBS)
Websites for downloading
Bidding Document,
Corrigendum’s, Addendums
etc.
Websites: http://sppp.raj.nic.in, http://eproc.rajasthan.gov.in,
http://www.rajasthan.gov.in, http://risl.rajasthan.gov.in and
http://doitc.rajasthan.gov.in
Bidding document fee: Rs. 1000 (Rupees One Thousand only) in
Cash/ Demand Draft in favour of ―Managing Director, RISL‖ payable at
―Jaipur‖.
RISL Processing Fee: Rs. 1000 (Rupees One Thousand only) in
Demand Draft in favour of ―Managing Director, RISL‖ payable at
―Jaipur‖.
Estimated Procurement
Cost Rs 7,50,00,000 /- (INR Seven Crore Fifty Lakhs only)
Bid Security and Mode of
Payment
Amount (INR): Rs 15,000,00 [Rupees Fifteen Lakhs only].
Mode of Payment: Banker‘s Cheque or Demand Draft or Bank
Guarantee (in specified format), of a Scheduled Bank in favour of
―Managing Director, RISL‖ payable at ―Jaipur‖ or deposit through
eGRAS (https://egras.raj.nic.in/)
Period of Sale of Bidding
Document (Start/ End Date) 19.12.2014 - 19.01.2015
Date/ Time/ Place of Pre-bid
Meeting
Date/ Time: 26.12.2014 at 03:00 PM
Place: Conference Room, Ground Floor, New IT Building, Yojana
Bhawan, C-Scheme, Jaipur
Last date of submitting clarifications requests by the bidder: 01.01.2015
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Response to clarifications by procuring entity: 09.01.2015
Manner, Start/ End Date for
the submission of Bids
Manner: Online at eProc website (http://eproc.rajasthan.gov.in)
Start Date: 09.01.2015
End Date: 19.01.2015 till 03:00 PM
Submission of Banker’s Cheque/ Demand Draft for Bidding document Fee, Bid Security, and Processing Fee*
From 11:00 AM onwards on 19.12.2014 and up to 05:00 PM on 19.01.2015
Date/ Time/ Place of
Technical Bid Opening
Date: 19.01.2015
Time: 04:00 PM
Place: RISL, Board Room, First Floor, Yojana Bhawan, C-Block, Tilak
Marg, C-Scheme, Jaipur-302005 (Rajasthan)
Date/ Time/ Place of
Financial Bid Opening Will be intimated later to the Technically qualified bidders
Bid Validity 90 days from the bid submission deadline
Note:
1) Bidder (authorised signatory) shall submit their offer on-line in Electronic formats both for technical and
financial proposal. However, DD for Bidding document Fees, RISL Processing Fees and Bid Security
should be submitted physically at the office of Tendering Authority as prescribed in NIB and scanned
copy of same should also be uploaded along with the techno-commercial Bid/ cover.
2) * In case, any of the bidders fails to physically submit the Banker‘s Cheque/ Demand Draft for Bidding
document Fee, Bid Security, and RISL Processing Fee up to 05:00 PM on 19.01.2015, its Bid shall not
be accepted. The Banker‘s Cheque/ Demand Draft for Bidding document fee, RISL Processing Fee and
Bid Security should be drawn in favour of ―Managing Director, RajCOMP Info Services Ltd.‖ payable at
―Jaipur‖ from any Scheduled Commercial Bank.
3) To participate in online bidding process, Bidders must procure a Digital Signature Certificate (Type III)
as per Information Technology Act-2000 using which they can digitally sign their electronic bids. Bidders
can procure the same from any CCA approved certifying agency, i.e. TCS, Safecrypt, Ncode etc.
Bidders who already have a valid Digital Signature Certificate (DSC) need not procure a new DSC. Also,
bidders must register on http://eproc.rajasthan.gov.in (bidders already registered on
http://eproc.rajasthan.gov.in before 30-09-2011 must register again).
4) RISL will not be responsible for delay in online submission due to any reason. For this, bidders are
requested to upload the complete bid well advance in time so as to avoid 11th hour issues like slow
speed; choking of web site due to heavy load or any other unforeseen problems.
5) Bidders are also advised to refer "Bidders Manual Kit" available at e-Procurement website for further
details about the e-Tendering process.
6) Training for the bidders on the usage of e-Tendering System (e-Procurement) is also being arranged by
DoIT&C, GoR on a regular basis. Bidders interested for training may contact e-Procurement Cell,
DoIT&C for booking the training slot.
Contact No: 0141-4022688 (Help desk 10 am to 6 pm on all working days)
e-mail: [email protected]
Address : e-Procurement Cell, RISL, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur
7) The procuring entity reserves the complete right to cancel the bid process and reject any or all of the
Bids.
8) No contractual obligation whatsoever shall arise from the bidding document/ bidding process unless and
until a formal contract is signed and executed between the procuring entity and the successful bidder.
9) Procurement entity disclaims any factual/ or other errors in the bidding document (the onus is purely on
the individual bidders to verify such information) and the information provided therein are intended only
to help the bidders to prepare a logical bid-proposal.
10) The provisions of RTPPA Act 2012 and Rules thereto shall be applicable for this procurement.
Furthermore, in case of any inconsistency in any of the provisions of this bidding document with the
RTPP Act 2012 and Rules thereto, the later shall prevail.
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3. SCOPE OF WORK, DELIVERABLES & TIMELINES
3A. SCOPE OF WORK
The proposed eMitra software solution should be a comprehensive, hot-pluggable software suite
based on Service-Oriented Architecture. This should include the service-oriented development of
applications and integration of applications and IT systems and processes. This should
externalize and standardize interfaces for building scalable and open invocation frameworks
between various applications of Government of Rajasthan/ other third-party applications.
The solution should have capability where any services like Payment Gateway, the mobile
devices including GPS-enabled handheld devices and other mobile-GIS computing devices for
queries/ reporting and providing day-to-day approvals by competent authorities as per authorized
workflow for different kind of requests; and external entities like bank, departments and others can
invoke this framework by passing the required parameters and specifying the desired output. The
consolidated architecture need to consider all the major processes/ sub processes and should
choose/map all the solution components complying with the specifications mentioned in the
Tender Document. This end-to-end architecture blueprint should be based on SOA Architecture.
The solution should accommodate the exponential growth projections of eMitra by enabling the
architecture to be independent of the technology and the Selected Bidder thereby allowing its
evolution in a ‗plug-and-play‘ environment.
The scope of work broadly covers:
Development of eMitra Software Solution
Operations & Maintenance (O&M) for eMitra Software Solution
3.1) Development of eMitra Software Solution
The selected bidder shall adopt a phase wise approach in implementing the proposed system for
eMitra Software Solution. Modules of eMitra Software Solution have been divided into two phases
(Phase-I & Phase-II) each for the ease and timely Development, User Acceptance Testing and
Go-live. Each phase has a well-defined timeline for completion. Phase wise distribution of
modules is given at Annexure -1.
The selected bidder shall depute the development team (as mentioned at Annexure: 2) onsite at
DoIT&C/ RISL office as per instructions of RISL.
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The eMitra Software Solution developed by the selected bidder shall meet relevant Policies of
DoIT&C and policies specified by DeITY, Government of India for Web application development
and shall be bilingual (English & Hindi) to the extent possible.
3.1.1) Preparation of Detailed Project Plan: The selected bidder shall conduct a detailed
System Study of business processes in coordination with all stakeholders under eMitra
Project, find the gaps in the existing processes and suggest re -engineering of
present processes (if required) and develop a thorough understanding leading to
successful implementation of the Project. The selected bidder shall:
Interact with concerned officials
Review the existing systems & applications
Conduct a detailed study of requirements of eMitra software solution
Understand / assess data migration requirement and strategy
Understand / assess data inputs and outputs requirements
Collecting all input forms, registers and reports formats of eMitra
The selected bidder, after complete study of the project, shall submit a Detailed Project
Plan with timelines for approval by RISL.
3.1.2) Software Requirement Specification (SRS): The selected bidder shall be responsible
for preparation of Software Requirement Specification (SRS) to be developed on the
basis of functional requirements as specified in this RFP. The System Requirement
Specifications (SRS) should be prepared as per the latest version of the IEEE
Standard / Template provided by RISL for drafting the SRS.
The Selected Bidder shall obtain sign-off on SRS from the designated authority
of RISL. The functional requirement specifications stated in the RFP are the indicative
features that the eMitra solution should have. The Selected Bidder shall be
responsible for preparation of detailed Software Requirement Specification (SRS)
based on an independent assessment of the requirements of eMitra and the functional
requirements as specified in this RFP document.
3.1.3) Design & Development of eMitra Software Solution:
The Selected Bidder shall be responsible for Design, Development, Testing and
Deployment of eMitra software solution covering all business processes of eMitra.
Detailed functional requirements and functional design of the eMitra Software
Solution is given in Annexure-4 (Functional Requirement Specifications) of the RFP.
The Selected Bidder shall deliver below listed design documents:
a) Software Design Document: The selected bidder shall be responsible for providing
a software design document containing data, architecture, interface and procedural
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design documents. The document shall also include a brief description of the
following:
Module/Screen/functionality
Classes involved with properties and methods
Database objects—tables, stored procedures, functions, etc
Other Misc objects/business rules involved
b) Database design document containing Conceptual, Logical and Physical Design
elements.
The Selected Bidder shall also maintain a RTM (Requirement Traceability Matrix)
and shall provide the same to RISL, as and when requested for during the entire
contract period. The SI would be required to provide version control and archiving
facility for database and eMitra Software Solution as strict version control is
necessary for legal accountability, and disaster recovery. Versioning should also
allow contributors to know whether team is working with the latest version, and allow
them to merge changes made in separate versions when needed.
3.1.4) Testing, Deployment and Configuration of eMitra Software Solution: The eMitra
software solution shall be hosted on Raj Megh – The Government of Rajasthan cloud
architecture. The Selected Bidder shall be responsible to coordinate with RSDC
operator to host the eMitra Software Solution at RSDC, Jaipur. The selected bidder
shall comply with the policies of RSDC.
The selected bidder, after deployment of eMitra Software Solution, shall request for
sign-off from RISL. RISL after complete testing of the software solution shall provide its
recommendations for Go-ahead/ improvement. The selected bidder shall follow the
improvement cycle till final sign-off by RISL.
3.1.5) Data Migration: The Selected Bidder shall prepare a plan of action for smooth
migration of data from existing databases and application to new application and
database along with preparation of SRS. The Selected Bidder shall migrate the
following data as per instructions of RISL:
a. Complete Transactional data since Apr‘2013 (approx. 20 lakh transactional
records a month including DSC Transactions).
b. Digitally Signed Certificate (DSC) Transactions since Apr‘11 (approx.2 lakh
transactions per month).
c. Master Data (to be feeded by the bidder)
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The Selected Bidder shall ensure 100% accuracy in the migrated data and in case
of any corrections identified by RISL in the migrated data, the same shall be
corrected by the Selected Bidder.
Selected Bidder shall complete the migration of existing data before User Acceptance
Testing (UAT) of the eMitra Software Solution. The Selected Bidder shall submit a MIS
Report approved from designated authority indicating amount of data migrated.
3.1.6) Safe-to-Host: RISL shall get the Safe to Host Certification done for eMitra Software
Solution and provide its recommendations for removal of vulnerabilities or any up-
gradations/ modifications/ enhancements, etc. The Selected Bidder shall coordinate
with the cert-in vendor empanelled with RISL and assist RISL in obtaining the safe-to-
host certification., Also, based on the recommendations of RISL, the selected bidder
shall remove the vulnerabilities identified during the Safe to Host certification and make
necessary changes for improvement/ enhancements/up-gradations/ modifications, etc
at NO extra cost and deploy the eMitra Software Solution at RSDC. The Safe-to-Host
certification shall be obtained on yearly basis. However, RISL may choose to obtain the
certification as per the need.
3.1.7) Assistance to Third Party Auditor (TPA) appointed by RISL: RISL may appoint
Third Party Auditor (TPA) at its own cost to conduct the technical review and audits of
work performed by the Selected Bidder. The Selected Bidder would extend all support
to RISL and shall provide access of the systems as required by TPA for conducting the
audits etc. Gaps/ issues identified by the TPA will be decided mutually between RISL
and the Selected Bidder and shall further be taken up for resolution by the Selected
Bidder at no additional cost.
RISL would be free to conduct such testing‘s at any stage in addition to testing
being done by the service provider. Any changes/ enhancements/ up gradations as a
result of vulnerabilities / security threats identified during testing done by RISL or Safe-
to-Host certification, shall be taken care of by the selected bidder at no extra cost.
3.1.8) User Acceptance Testing (UAT): The selected bidder shall conduct unit and
integration testing at the end before deploying the Software Solution for UAT. The
Selected Bidder shall give a demonstration of different module-wise functionalities
developed after deploying the eMitra Software Solution at RSDC. The selected bidder
shall also thoroughly test the performance of eMitra Software Solution for proper load,
as suggested by RISL. RISL shall conduct functional testing of the Software solution
once the deployment is over.
The selected bidder shall also be responsible for:
Preparation and submission of Test Strategy, test cases and Test Results
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Assist Purchaser in carrying out user acceptance of solution.
Rectifying the eMitra Software Solution for any issues/ bugs reported during
the UAT and submit the report/ testing documents including details of
defects/ bugs/ errors found and corrective actions taken.
Final approval/user acceptance of the eMitra Software Solution shall be
given by RISL. This is the responsibility of the Selected Bidder to
obtain the UAT approval from the RISL.
The selected bidder shall obtain sign-off on UAT for complete emitra Software Solution
from RISL after successful implementation of all the changes based upon
recommendations received from RISL ater safe-to-host/ UAT/ technical audit/ testings,
etc.
3.1.9) Go-live of Software Solution
a. After RISL approves the application software including fixes for any bugs reported
during UAT, the selected bidder shall make it available for Go-live.
b. RISL will be responsible for providing the network connectivity (preferably VPN) to the
Selected Bidder for running the Software Solution. The department will identify the
internet service provider (ISP) for this purpose. The Selected Bidder will facilitate,
integrate and provide all technical support to the department to get required network
connectivity.
c. The Selected Bidder shall integrate the IT Infrastructure and system software and
eMitra software solution. Only after the Go-live of the eMitra Software Solution (Phase-
I), the software solution would be deemed to have been commissioned and enter
into Operations & Maintenance (O&M) for the respective phase.
d. Selected Bidder should provide all related documents viz. user manual (Role wise) as
mentioned in this RFP document.
3.1.10) Training and Handholding Support to various users on application software
a. Training of staff is essential for ensuring that the software developed is actually
put to use. Hence, the selected bidder shall also ensure a proper hands-on
training to the designated end-users of RISL (approx. 20-30 users) on the software
solution developed by it so as to make them well conversant with the functionalities,
features and processes built in the eMitra Software solution.
b. Training shall be conducted at RISL office in Jaipur. Training may be divided into
multiple sessions as per the need and requirement of the project/ application.
Hence, the selected bidder in consultation with RISL shall conduct Training Needs
Analysis in the SRS of all the concerned staff and drawing up a systematic training
plan.
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c. RISL shall identify respective officers/staff involved in various business areas. The
respective officers/staff shall be trained in relevant modules affecting their
business areas. However, the top level officers (eg Unit level Officers) shall be given an
overall training of all the modules.
d. The requisite training infrastructure like training space, computers, projector with
screen, and connectivity to Server shall be provided by RISL.
e. The Selected bidder shall provide training material (role based), language of which
shall be in Hindi and English.
f. The Selected bidder shall ensure that all the training documentation in Hardcopy
and Softcopy is in place (user training, operation procedures, multi-media/ visual
help-kits, etc.).
g. The Selected bidder shall submit details of each training session including
Attendance Record (in Hard Copy).
3.2) OPERATIONS & MAINTENANCE (O&M)
The selected bidder shall provide Operations and Maintenance (O&M) services for eMitra
Software Solution developed, starting from the Go-live date of Phase-I of eMitra Software
Solution.
3.2.1) Deployment of Manpower –
a. The selected Bidder shall deploy the O&M Team (as per Annexure: 2) onsite from the start
of O&M period till the end of contract period.
b. The proposed services shall be normally manned for a period of 9 hours each day (except
Sunday) as per the requirement throughout the year or as decided by the Office of the
Tendering Authority. But in exception condition or in urgency of work, the support might be
required on holidays. The selected bidder shall maintain an attendance register for the
resources deployed.
c. Also, it would be the responsibility of the Selected Bidder to retain the deployed manpower
for the entire Contract/ Project duration or in the event of a resource leaving the
employment with the selected bidder, the same shall be immediately replaced with
another resource of equivalent minimum qualifications and experience. All such events
should be notified prior to RISL in writing and should be in accordance with the SLAs
mentioned in this RFP.
d. The staff provided by the Selected Bidder will perform their duties in accordance with
the instructions given by the designated officers of RISL from time to time. RISL will
examine the qualification, experience etc. of the personnel provided before they are put on
the designated positions. The Selected Bidder has to take approval from RISL for the
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proposed staff before their deployment. RISL has every right to reject the personnel, if the
same is not acceptable, before or after commencement of the awarded work/ project.
e. It is responsibility of the selected bidder to scale up the Operations & Maintenance (O&M)
team as and when required to confirm smooth project execution throughout the duration
3.2.2) New Development and Enhancement: The selected bidder shall be responsible for doing
any kind of new development including:
a. Addition of new services
b. Third-party Application integration
c. Modification/ up-gradation/ enhancement in the Process or functionality to fix some
complex problem requests or defect fixing to upgrade the application performance.
d. Update Web-portal & Application: design & content, layout, colour schema, input
forms, etc.
e. MIS Reports format
The selected bidder shall maintain version control and archives of source code, and web
site content and database.
3.2.3) Managed Services during Operations and Maintenance Period: The selected bidder
shall be responsible for the overall administration, operations, monitoring & maintenance of
the deployed eMitra Software Solution and the Database to ensure the desired uptime and
performance.
a. Performance Monitoring & Enhancement: RISL shall carry out the performance testing
activity (load/ stress/ volume testing) on yearly basis or as per the requirements to ensure
that the application meets the required speed, scalability and stability requirements under
the expected workloads and provide its recommendations. The selected bidder, based on
the recommendations of RISL, shall incorporate changes in the software solution at NO
extra cost, to ensure smooth functioning of the application under varying load
requirements & ensure proper management of:
o Concurrent users
o CPU utilization
o Memory utilization
o Network utilization
RISL may arrange for the security audits of the application through a third party agency on
timely basis. Based on the findings of security audits, the selected bidder will have to
bring in the necessary changes in the application to ensure the compliance of the
security of the application. These changes would have to be conducted by the
selected bidder at no extra cost to RISL. After making such changes, successful
bidder shall have to submit an undertaking stating compliance to the report.
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b. Training & Helpdesk Support (Incident/ Problem Management)
The Training manager deployed by the selected bidder shall be responsible for day-to-
day training, coordination between various stakeholders (system users-LSPs/
departments/ kiosks) on various new services launched, new features/ functionalities
added to the eMitra software Solution, etc. during the entire O&M Period.
The Training manager cum technical writer shall be responsible for preparation of all
training material (in english & hindi) and provide training to the stakeholders on using
the eMitra system for service delivery. The training material would include hard copy
and soft copies of the training material along with multi-media for audio-visual training.
The training resource would also be required to travel to district level offices for
providing traning to the users on eMitra Software solution as per instructions of RISL
and the expenes towards TA/ DA shall be borne by RISL as per Govt. rules.
The Selected Bidder shall design a helpdesk management system (web enabled with
SMS and e-Mail based alert system) for Helpdesk call management and SLA reporting
in the application software through a 24*7 working Helpdesk at DoIT&C/RISL Office,
Jaipur. To setup helpdesk, the selected bidder shall provide three dedicated mobile
telephone connections and connectivity at the Helpdesk.
Help desk should be able to perform:
o Handle teething issues of the departmental users and citizens.
o The Helpdesk persons should be accessible to all users on telephone/ e-mail.
o Reply to the queries/ feedback/ suggestions/ complaints received from all the
stakeholders.
o Maintain a call register for maintaining a log of all the calls received.
The end-users should be allowed to create a ticket for any problem faced by him and
same should be closed by him after the resolution of the problem.
The selected bidder shall depute helpdesk managers who shall be responsible for
overall cordination between various stakehodlers for helping them with any initial level
queries and furher assignment/ escalating the problem to designated authority through
the helpdesk staff.
c. Operations & Maintenance Reports
The Selected Bidder shall have to submit key deliverables during Operations and
Maintenance Period which are mentioned hereunder. However, in addition to the
reports/ deliverables as indicated below, the selected bidder shall prepare and
submit all other required information in the desirable format as notified by the
purchaser related to project.
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The formats for all the reports shall be prepared by the selected bidder and submitted
to the purchaser for approval. The reports submitted by the selected bidder should
strictly be in the approved format only which, if required, may be revised from time to
time.
Operations & Maintenance Reports
S. No.
Activity Deliverable Frequency Time Frame
1 Deployment of Manpower
Attendance Report of Onsite team deployed at eMitra duly approved by designated authority
Quarterly
Within 1 Week of end of each Quarter
2
New development and Enhancement
Development/ Enhancement/ up-gradation/ modification reports along with updated design documents & user manuals
Quarterly
Within 1 Week of end of each Quarter
3
Managed Services during Operations and Maintenance Period
Testing reports
Uptime report from EMS indicating uptime and downtime of eMitra Software Solution
Quarterly
Within 1 Week of end of each Quarter
Issue Tracker & Log reports of help desk, Call resolved, unresolved and escalated issues.
Consolidated Report on Calls Logged, Resolved and Escalated.
Quarterly
Within 1 Week of end of each Quarter
3B. PROJECT DURATION:
The Contract/ Project Period shall commence from the date of Go-live of Phase-I till
completion of five years of Operations & Maintenance of eMitra Software Solution.
3C. ROLES & RESPONSIBILITIES (STAKEHOLDER-WISE)
i. Responsibilities of RISL: Along with overall monitoring of the contract, the role of
RISL in the successful implementation of the solution includes discharging the
following responsibilities:
To identify and appoint senior nodal officer(s) and nodal team for facilitating the
project execution
Coordinate with other government/ non-govt. agencies for their service
integration.
Conduct review meetings at regular intervals to monitor the progress of
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the project.
Provide necessary support during requirement gathering, sharing of manual
templates and explain the functional requirements in detail to the selected
bidder and facilitate in development of functional requirement for SRS.
Review, provide feedback and approve the solution design, software
design, implementation approach, and other technical documents submitted
by the selected bidder.
Co-ordinate with the RSDC and other stakeholders of the project.
To oversee the proposed training plan
Recommendation of change requests to Contract Monitoring Committee with
the finalization of efforts estimation, cost estimation, milestone and payment.
Review and approve the payments to the Selected Bidder as per SLA
Any other help/ assistance/ co-ordination required for the successful
implementation and operations of the work/ project.
Provide space and basic amenities for the onsite development team.
ii. Responsibilities of the selected bidder: As per scope of work defined in this RFP.
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3D. PROJECT DELIVERABLES, MILESTONES & TIME SCHEDULE
Table 3D.1: Deliverable and Time Schedule
S. No.
Scope of Work (I)
Activity /Milestones
(II)
Deliverables (III)
Delivery Schedule (in
days) (IV)
Signing of Agreement between RISL and the selected bidder: T
1 Detailed Project Plan with timelines (.xls)
Project Plan report in .mpp/.xls format
T+ 20
2
Preparation of SRS for eMitra Software Solution (Phase I & Phase II)
SRS Preparation
SRS for eMitra software solution T+30
3 Approval of SRS by RISL T+40
4
eMitra Software Application Development- Phase I
Design of Phase-I of eMitra Software Solution
• Software Design & Architecture Document • Database Design Document
T+45
5 Development of Phase-I of eMitra Software Solution
• Phase-I Software Solution for testing
T+120
6 Beta version Testing
• Report on Beta Testing of the software - Test Strategy, Test cases and Test Results
T+130
7 Data Migration & Final Deployment of Phase-I
• MIS Report indicating amount of data migrated for eMitra Software Solution • Configuration & Deployment document of Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used
T+145
8
Phase-I UAT
• Safe-to-host certificate • Testing report including Test Results • UAT Test cases
T+160
9 • UAT sign-off Certificate by RISL T+170
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Table 3D.1: Deliverable and Time Schedule
S. No.
Scope of Work (I)
Activity /Milestones
(II)
Deliverables (III)
Delivery Schedule (in
days) (IV)
10 Phase-I Go-live & Training
• Certificate for Go-live by RISL • Technical & Role wise- User manual (with visual help kits) of the application software • Attendance & Training reports
T+180
11
eMitra Software Application Development- Phase II
Design of Phase-II of eMitra Software Solution
• Software Design Document • Database Design Document
T+90
12
Development of Phase-II of eMitra Software Solution
• Phase-II Software Solution for testing
T+170
13 Beta version Testing
• Beta Testing Report including test cases and Test Results along with acceptance by RISL on beta testing report
T+180
14 Deployment of Phase-II
• Configuration & Deployment document of Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used
T+190
15
Phase-II UAT
• Safe-to-host certificate • Testing report including Test Results • UAT Test cases
T+200
16 • UAT sign-off Certificate by RISL T+220
17
• Go-live of Phase-II of eMitra Software Solution • Training on Phase-II
• Certificate for Go-live by RISL • Technical & Role wise- User manual (with visual help kits) of the application software • Attendance & Training reports
T+240
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Table 3D.1: Deliverable and Time Schedule
S. No.
Scope of Work (I)
Activity /Milestones
(II)
Deliverables (III)
Delivery Schedule (in
days) (IV)
18 Operations & Maintenance (O&M)
• Deployment of Manpower • New Development and Enhancement in the eMitra Software Solution • Managed Services during Operations and Maintenance Period
• Attendance Register • Software development enhancement/ up-gradation/ modification reports • Testing reports • Uptime monitoring report from EMS • Issue Tracker/ Call Register/Log reports of help desk • Consolidated Report on Calls Logged, Resolved and Escalated • Updated User Manual of the application software in one hard copy and one soft copy (in DVD) • Updated Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used.
T+240 onwards for 5 years.
Remark: The above mentioned delivery schedule shall be applicable subject to fulfilment of obligations by RISL for respective milestone, wherever applicable. In case of delay in action taken by RISL, same number of days would be added in the delivery period.
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4. INSTRUCTION TO BIDDERS (ITB)
1) Sale of Bidding/ Tender Documents
a) The sale of bidding documents shall be commenced from the date of publication of NIB
and shall be stopped one day prior to the date of opening of Bid. The document shall be
available only to the qualified bidders at the EoI level (as mentioned in Chapter 2 of this
RFP). The complete bidding document shall also be placed on the State Public
Procurement Portal and e-Procurement portal for the pre-qualified bidders only who can
download the bidding document from the websites and pay its price while submitting the
Bid to the procuring entity.
b) The bidding documents shall be made available to pre-qualified (at EoI stage) prospective
bidders who pay the price for it in cash or by bank demand draft, banker's cheque.
2) Pre-bid Meeting/ Clarifications
a) The prospective bidders may, in writing, seek clarifications from the procuring entity in
respect of the bidding documents.
b) A pre-bid conference is also scheduled by the procuring entity as per the details mentioned
in the NIB and to clarify doubts of potential bidders in respect of the procurement and the
records of such conference shall be intimated to all bidders and where applicable, shall be
published on the respective websites.
c) The period within which the bidders may seek clarifications under (a) above and the period
within which the procuring entity shall respond to such requests for clarifications shall be as
under: -
a. Last date of submitting clarifications requests by the bidder: as per NIB/ IFB
b. Response to clarifications by procuring entity: as per NIB/IFB
d) The minutes and response, if any, shall be provided promptly to all bidders to which the
procuring entity provided the bidding documents, so as to enable those bidders to take
minutes into account in preparing their bids, and shall be published on the respective
websites.
3) Changes in the Bidding Document
a) At any time, prior to the deadline for submission of Bids, the procuring entity may for any
reason, whether on its own initiative or as a result of a request for clarification by a bidder,
modify the bidding documents by issuing an addendum in accordance with the provisions
below.
b) In case, any modification is made to the bidding document or any clarification is issued
which materially affects the terms contained in the bidding document, the procuring entity
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shall publish such modification or clarification in the same manner as the publication of the
initial bidding document.
c) In case, a clarification or modification is issued to the bidding document, the procuring
entity may, prior to the last date for submission of Bids, extend such time limit in order to
allow the bidders sufficient time to take into account the clarification or modification, as the
case may be, while submitting their Bids.
d) Any bidder, who has submitted his Bid in response to the original invitation, shall have the
opportunity to modify or re-submit it, as the case may be, within the period of time originally
allotted or such extended time as may be allowed for submission of Bids, when changes
are made to the bidding document by the procuring entity:
Provided that the Bid last submitted or the Bid as modified by the bidder shall be
considered for evaluation.
4) Period of Validity of Bids
a) Bids submitted by the bidders shall remain valid during the period specified in the NIB/
bidding document. A Bid valid for a shorter period shall be rejected by the procuring entity
as non-responsive Bid.
b) Prior to the expiry of the period of validity of Bids, the procuring entity, in exceptional
circumstances, may request the bidders to extend the bid validity period for an
additional specified period of time. A bidder may refuse the request and such refusal shall
be treated as withdrawal of Bid and in such circumstances bid security shall not be
forfeited.
c) Bidders that agree to an extension of the period of validity of their Bids shall extend or get
extended the period of validity of bid securities submitted by them or submit new bid
securities to cover the extended period of validity of their bids. A bidder whose bid security
is not extended, or that has not submitted a new bid security, is considered to have refused
the request to extend the period of validity of its Bid.
5) Format and Signing of Bids
a) Bidders must submit their bids online at e-Procurement portal i.e.
http://eproc.rajasthan.gov.in.
b) All the documents uploaded should be digitally signed with the DSC of authorized
signatory.
c) A Single stage- Two part/ cover system shall be followed for the Bid:-
a. Technical Bid, including fee details & technical documents
b. Financial Bid
d) The technical bid shall consist of the following documents: -
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S. No.
Documents Type Document Format
Fee Details 1. Bidding document Fee (Tender Fee) Proof of submission (PDF) 2. RISL Processing Fee (e-Procurement) Instrument/ Proof of submission
(PDF) 3. Bid Security Instrument/ Proof of submission
(PDF)
Technical Documents 4. All the documents mentioned as per Sub
clause: c of Clause 14 of Chapter 4: ―Technical Evaluation Criteria‖
As per the format mentioned against the respective eligibility criteria clause (PDF)
Other Documents 5. Bid Form As per Annexure-7 (PDF) 6. Bid – Cover Letter On bidder‘s letter head duly
signed by authorized signatory as per Annexure-5 (PDF)
e) Financial bid shall include the following documents: -
S. No.
Documents Type Document Format
1. Financial Bid – Cover Letter On bidder‘s letter head duly signed by authorized signatory as per Annexure-8 (PDF)
2. Financial Bid - Format As per BoQ (.XLS) format available on e-Procurement portal
f) The bidder should ensure that all the required documents, as mentioned in this bidding
document, are submitted along with the Bid and in the prescribed format only. Non-
submission of the required documents or submission of the documents in a different
format/ contents may lead to the rejections of the Bid submitted by the bidder.
6) Cost & Language of Bidding
a) The Bidder shall bear all costs associated with the preparation and submission of its Bid,
and the procuring entity shall not be responsible or liable for those costs, regardless of the
conduct or outcome of the bidding process.
b) The Bid, as well as all correspondence and documents relating to the Bid exchanged by
the Bidder and the procuring entity, shall be written only in English Language. Supporting
documents and printed literature that are part of the Bid may be in another language
provided they are accompanied by an accurate translation of the relevant passages in
English/ Hindi language, in which case, for purposes of interpretation of the Bid, such
translation shall govern.
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7) Alternative/ Multiple Bids
Alternative/ Multiple Bids shall not be considered at all.
8) Bid Security
Every bidder, if not exempted, participating in the procurement process will be required to
furnish the bid security as specified in the NIB.
a) In lieu of bid security, a bid securing declaration shall be taken from Departments of the
State Government, Undertakings, Corporations, Autonomous bodies, Registered Societies
and Cooperative Societies which are owned or controlled or managed by the State
Government and Government Undertakings of the Central Government.
b) Bid security instrument or cash receipt of bid security or a bid securing declaration shall
necessarily accompany the technical bid.
c) Bid security of a bidder lying with the procuring entity in respect of other bids awaiting
decision shall not be adjusted towards bid security for the fresh bids. The bid security
originally deposited may, however, be taken into consideration in case bids are re-invited.
d) The bid security may be given in the form of a banker‘s cheque or demand draft or bank
guarantee, in specified format, of a scheduled bank or deposited through eGRAS. The bid
security must remain valid thirty days beyond the original or extended validity period of the
bid.
e) The issuer of the bid security and the confirmer, if any, of the bid security, as well as the
form and terms of the bid security, must be acceptable to the procuring entity.
f) Prior to presenting a submission, a bidder may request the procuring entity to confirm the
acceptability of proposed issuer of a bid security or of a proposed confirmer, if required.
The procuring entity shall respond promptly to such a request.
g) The bank guarantee presented as bid security shall be got confirmed from the concerned
issuing bank. However, the confirmation of the acceptability of a proposed issuer or of any
proposed confirmer does not preclude the procuring entity from rejecting the bid security
on the ground that the issuer or the confirmer, as the case may be, has become insolvent
or has otherwise ceased to be creditworthy.
h) The bid security of unsuccessful bidders shall be refunded soon after final acceptance of
successful bid and signing of Agreement and submitting performance security.
i) The Bid security taken from a bidder shall be forfeited, including the interest, if any, in the
following cases, namely: -
a. when the bidder withdraws or modifies its bid after opening of bids;
b. when the bidder does not execute the agreement, if any, after placement of supply/
work order within the specified period;
c. when the bidder fails to deliver the services or execute work as per LoI/ work order
within the time specified;
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d. when the bidder does not deposit the performance security within specified period after
the supply/ work order is placed; and
e. if the bidder breaches any provision of code of integrity, prescribed for bidders,
specified in the bidding document.
j) Notice will be given to the bidder with reasonable time before bid security deposited is
forfeited.
k) No interest shall be payable on the bid security.
l) In case of the successful bidder, the amount of bid security may be adjusted in arriving at
the amount of the Performance Security, or refunded if the successful bidder furnishes the
full amount of performance security.
m) The procuring entity shall promptly return the bid security after the earliest of the following
events, namely:-
a. the expiry of validity of bid security;
b. the execution of agreement for procurement and performance security is furnished by
the successful bidder;
c. the cancellation of the procurement process; or
d. the withdrawal of bid prior to the deadline for presenting bids, unless the bidding
documents stipulate that no such withdrawal is permitted.
9) Deadline for the submission of Bids
a) Bids shall be received online at e-Procurement portal and up to the time and date specified
in the NIB/ IFB.
b) Normally, the date of submission and opening of Bids would not be extended. In
exceptional circumstances or when the bidding document are required to be substantially
modified as a result of discussions in pre-bid meeting/ conference or otherwise and the
time with the prospective bidders for preparation of Bids appears insufficient, the date may
be extended by the procuring entity. In such case the publicity of extended time and date
shall be given in the manner, as was given at the time of issuing the original NIB and shall
also be placed on the State Public Procurement Portal, if applicable. It would be ensured
that after issue of corrigendum, reasonable time is available to the bidders for preparation
and submission of their Bids. The procuring entity shall also publish such modifications in
the bidding document in the same manner as the publication of initial bidding document. If,
in the office of the Bids receiving and opening authority, the last date of submission or
opening of Bids is a non-working day, the Bids shall be received or opened on the next
working day.
10) Withdrawal, Substitution, and Modification of Bids
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a) If permitted on e-Procurement portal, a Bidder may withdraw its Bid or re-submit its Bid
(technical and/ or financial cover) as per the instructions/ procedure mentioned at e-
Procurement website under the section "Bidder's Manual Kit".
b) Bids withdrawn shall not be opened and processes further.
11) Opening of Bids
a) The Bids shall be opened by the bid opening & evaluation committee on the date and time
mentioned in the NIB in the presence of the bidders or their authorised representatives
who choose to be present.
b) The committee may co-opt experienced persons in the committee to conduct the process
of Bid opening.
c) The committee shall prepare a list of the bidders or their representatives attending the
opening of Bids and obtain their signatures on the same. The list shall also contain the
representative‘s name and telephone number and corresponding bidders‘ names and
addresses. The authority letters, if any, brought by the representatives shall be attached to
the list. The list shall be signed by all the members of Bid opening committee with date and
time of opening of the Bids.
d) All the documents comprising of techno-commercial Bid/ cover shall be opened &
downloaded from the e-Procurement website (only for the bidders who have submitted the
prescribed fee(s) to RISL).
e) The committee shall conduct a preliminary scrutiny of the opened Bids to assess the
prima-facie responsiveness and ensure that the: -
a. bid is accompanied by bidding document fee, bid security or bid securing declaration,
and processing fee (if applicable);
b. bid is valid for the period, specified in the bidding document;
c. bid is unconditional and the bidder has agreed to give the required performance
security; and
d. other conditions, as specified in the bidding document are fulfilled.
e. any other information which the committee may consider appropriate.
f) No Bid shall be rejected at the time of Bid opening except the Bids not accompanied with
the proof of payment or instrument of the required price of bidding document, processing
fee and bid security.
g) The Financial Bid cover shall be kept unopened and shall be opened later on the date and
time intimated to the bidders who qualify in the evaluation of technical Bids.
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12) Selection Method:
a) The selection method is Quality cum Cost Based Selection (QCBS). Eligible bidders have
to score at least 70 marks to be considered technically qualified.
13) Clarification of Bids
a) To assist in the examination, evaluation, comparison and qualification of the Bids, the bid
evaluation committee may, at its discretion, ask any bidder for a clarification regarding its
Bid. The committee's request for clarification and the response of the bidder shall be
through the e-Procurement portal.
b) Any clarification submitted by a bidder with regard to its Bid that is not in response to a
request by the committee shall not be considered.
c) No change in the prices or substance of the Bid shall be sought, offered, or permitted,
except to confirm the correction of arithmetic errors discovered by the committee in the
evaluation of the financial Bids.
d) No substantive change to qualification information or to a submission, including changes
aimed at making an unqualified bidder, qualified or an unresponsive submission,
responsive shall be sought, offered or permitted.
14) Evaluation & Tabulation of Technical Bids
a) Determination of Responsiveness
a. The bid evaluation committee shall determine the responsiveness of a Bid on the basis
of bidding document and the provisions of pre-qualification/ eligibility criteria of the
bidding document.
b. A responsive Bid is one that meets the requirements of the bidding document without
any material deviation, reservation, or omission where: -
i. ―deviation‖ is a departure from the requirements specified in the bidding document;
ii. ―reservation‖ is the setting of limiting conditions or withholding from complete
acceptance of the requirements specified in the bidding document; and
iii. ―Omission‖ is the failure to submit part or all of the information or documentation
required in the bidding document.
c. A material deviation, reservation, or omission is one that,
i. if accepted, shall:-
1. affect in any substantial way the scope, quality, or performance of the subject
matter of procurement specified in the bidding documents; or
2. limits in any substantial way, inconsistent with the bidding documents, the
procuring entity‘s rights or the bidder‘s obligations under the proposed contract;
or
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ii. if rectified, shall unfairly affect the competitive position of other bidders presenting
responsive Bids.
d. The bid evaluation committee shall examine the technical aspects of the Bid in
particular, to confirm that all requirements of bidding document have been met without
any material deviation, reservation or omission.
e. The procuring entity shall regard a Bid as responsive if it conforms to all requirements
set out in the bidding document, or it contains minor deviations that do not materially
alter or depart from the characteristics, terms, conditions and other requirements set
out in the bidding document, or if it contains errors or oversights that can be corrected
without touching on the substance of the Bid.
b) Non-material Non-conformities in Bids
a. The bid evaluation committee may waive any non-conformities in the Bid that do not
constitute a material deviation, reservation or omission, the Bid shall be deemed to be
substantially responsive.
b. The bid evaluation committee may request the bidder to submit the necessary
information or document like audited statement of accounts/ CA Certificate,
Registration Certificate, VAT/ CST clearance certificate, ISO/ CMMi Certificates, etc.
within a reasonable period of time. Failure of the bidder to comply with the request
may result in the rejection of its Bid.
c. The bid evaluation committee may rectify non-material nonconformities or omissions on
the basis of the information or documentation received from the bidder under (b)
above.
c) Technical Evaluation Criteria
As a part of Technical qualification process, the bidders shall be required to make a detailed
presentation (as per scheule communicated by RISL after technical bid opening) about their
understanding of eMitra Project, existing implementation structure, approach & methodology
proposed for carrying out the said assignment, proposed eMitra Software Solution Architecture &
Execution Strategy, etc., as per below mentioned minimum Technical Qualification criteria. The
Tendering Authority will carry out a detailed evaluation of the bids as per Technical
Qualification Criteria mentioned in this RFP on the basis of documentation enclosed in the bid &
Presentations made by the prospective bidders.
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Table. 4.1: Technical Qualification Criteria
S.No Technical Qualification Criteria Max Marks
Documents required
1. Project Understanding and Approach & Methodology proposed for carrying out the said assignment
10 Hard Copy of presenattion & a document (max 10 pages) detailing the Technical qualification criteria mentioned at S. No 1 & 2 of Table 4.1
2.
Proposed eMitra Software Solution Architecture & Execution Strategy including Team Deployment, implementation plan with timelines, training plan, support activities, etc. to meet project requirements & differential initiatives by the prospective bidder for customer satisfaction.
30
3.
Resource Deployment Plan for eMitra Software Solution Development Team (Project Manager, Team Lead, Test Lead, System Administrator, Database Administrator) - Profiles & Deployment Strategy; as
per qualifications mentioned in the Scope of Work under this RFP
60
Document detailing the resource deployment plan along with CV‘s of proposed resources
Scoring shall be done by technical committee based on the technical presentation for the above
mentioned Technical Qualification Criteria (Table 4.1) to be given by Project Manager (may also
call Team Lead, Test Lead, Database Administrator) proposed to be deployed on the project &
technical proposal submitted by them. Please note that technical presentation should be in-line
with their technical proposal. In case of discrepancy the proposal may be rejected.
Marking for a given criteria may be given based upon sufficient proof towards said criteria or
based on demonstration of the same in the presentation.
Only bidders who score at-least 70 marks shall be termed as technically qualified and would be
eligible for opening of financial bids.
In case of contract being awarded to a prospective bidder, the resouces proposed by the bidder
during technical presentation for deployment under the said project shall essentially become the
part of project development team.
d) Tabulation of Technical Bids
a. If Technical Bids have been invited, they shall be tabulated by the bid evaluation
committee in the form of a comparative statement to evaluate the qualification of the
bidders against the criteria for qualification set out in the bidding document.
b. The members of bid evaluation committee shall give their recommendations below the
table as to which of the bidders have been found to be qualified in evaluation of
Technical Bids and sign it.
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e) The number of firms qualified in technical evaluation, if less than three and it is considered
necessary by the procuring entity to continue with the procurement process, reasons shall
be recorded in writing and included in the record of the procurement proceedings.
f) The bidders who qualified in the technical evaluation shall be informed in writing about the
date, time and place of opening of their financial Bids..
15) Evaluation & Tabulation of Financial Bids
Subject to the provisions of ―Acceptance of Successful Bid and Award of Contract‖ below, the
procuring entity shall take following actions for evaluation of financial Bids:-
a) The financial Bids of the bidders who qualify in technical evaluation shall be opened online
at the notified time, date and place by the bid evaluation committee in the presence of the
bidders or their representatives who choose to be present;
b) the process of opening of the financial Bids shall be similar to that of technical Bids.
c) the names of the bidders, the rates given by them and conditions put, if any, shall be read
out and recorded;
d) conditional Bids are liable to be rejected;
e) the evaluation shall include all costs and all taxes and duties applicable to the bidder as
per law of the Central/ State Government/ Local Authorities, and the evaluation criteria
specified in the bidding documents shall only be applied;
f) the offers shall be evaluated and marked L1, L2, L3 etc. L1 being the lowest offer and then
others in ascending order in case price is the only criteria, or evaluated and marked H1,
H2, H3 etc. in descending order.
g) the bid evaluation committee shall prepare a comparative statement in tabular form in
accordance with rules along with its report on evaluation of financial Bids and recommend
the lowest offer for acceptance to the procuring entity, if price is the only criterion, or most
advantageous Bid in other case;
h) The members of bids evaluation committee shall give their recommendations below the
table regarding lowest Bid or most advantageous Bid and sign it.
i) it shall be ensured that the offer recommended for sanction is justifiable looking to the
prevailing market rates of the goods, works or service required to be procured.
16) Correction of Arithmetic Errors in Financial Bids
The bid evaluation committee shall correct arithmetical errors in substantially responsive Bids,
on the following basis, namely: -
a) if there is a discrepancy between the unit price and the total price that is obtained by
multiplying the unit price and quantity, the unit price shall prevail and the total price shall
be corrected, unless in the opinion of the bid evaluation committee there is an obvious
misplacement of the decimal point in the unit price, in which case the total price as quoted
shall govern and the unit price shall be corrected;
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b) if there is an error in a total corresponding to the addition or subtraction of subtotals, the
subtotals shall prevail and the total shall be corrected; and
c) if there is a discrepancy between words and figures, the amount in words shall prevail,
unless the amount expressed in words is related to an arithmetic error, in which case the
amount in figures shall prevail subject to clause (a) and (b) above.
17) Comparison of rates of firms outside and those in Rajasthan
While tabulating the financial Bids of those firms which are not entitled to price preference, the
element of Rajasthan Value Added Tax (RVAT) shall be excluded from the rates quoted by the
firms of Rajasthan and the element of Central Sales Tax (CST) shall be included in the rates of
firms from outside Rajasthan for financial bid evaluation purpose.
18) Price/ purchase preference in evaluation
Price and/ or purchase preference notified by the State Government (GoR) and as mentioned
in the bidding document shall be considered in the evaluation of Bids and award of contract.
19) Negotiations
a) Except in case of procurement by method of single source procurement or procurement by
competitive negotiations, to the extent possible, no negotiations shall be conducted after
the pre-bid stage. All clarifications needed to be sought shall be sought in the pre-bid stage
itself.
b) Negotiations may, however, be undertaken only with the lowest or most advantageous
bidder when the rates are considered to be much higher than the prevailing market rates.
c) The bid evaluation committee shall have full powers to undertake negotiations. Detailed
reasons and results of negotiations shall be recorded in the proceedings.
d) The lowest or most advantageous bidder shall be informed in writing either through
messenger or by registered letter and e-mail (if available). A minimum time of seven days
shall be given for calling negotiations. In case of urgency the bid evaluation committee,
after recording reasons, may reduce the time, provided the lowest or most advantageous
bidder has received the intimation and consented to regarding holding of negotiations.
e) Negotiations shall not make the original offer made by the bidder inoperative. The bid
evaluation committee shall have option to consider the original offer in case the bidder
decides to increase rates originally quoted or imposes any new terms or conditions.
f) In case of non-satisfactory achievement of rates from lowest or most advantageous bidder,
the bid evaluation committee may choose to make a written counter offer to the lowest or
most advantageous bidder and if this is not accepted by him, the committee may decide to
reject and re-invite Bids or to make the same counter-offer first to the second lowest or
most advantageous bidder, then to the third lowest or most advantageous bidder and so on
in the order of their initial standing and work/ supply order be awarded to the bidder who
accepts the counter-offer. This procedure would be used in exceptional cases only.
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g) In case the rates even after the negotiations are considered very high, fresh Bids shall be
invited.
20) Exclusion of Bids/ Disqualification
a) A procuring entity shall exclude/ disqualify a Bid, if: -
a. the information submitted, concerning the qualifications of the bidder, was false or
constituted a misrepresentation; or
b. the information submitted, concerning the qualifications of the bidder, was materially
inaccurate or incomplete; and
c. the bidder is not qualified as per pre-qualification/ eligibility criteria mentioned in the
bidding document;
d. the Bid materially departs from the requirements specified in the bidding document or it
contains false information;
e. the bidder, submitting the Bid, his agent or any one acting on his behalf, gave or
agreed to give, to any officer or employee of the procuring entity or other governmental
authority a gratification in any form, or any other thing of value, so as to unduly
influence the procurement process;
f. a bidder, in the opinion of the procuring entity, has a conflict of interest materially
affecting fair competition.
b) A Bid shall be excluded/ disqualified as soon as the cause for its exclusion/ disqualification
is discovered.
c) Every decision of a procuring entity to exclude a Bid shall be for reasons to be recorded in
writing and shall be: -
a. communicated to the concerned bidder in writing;
b. published on the State Public Procurement Portal, if applicable.
21) Acceptance of the successful Bid and award of contract
a) The procuring entity after considering the recommendations of the bid evaluation
committee and the conditions of Bid, if any, financial implications, trials, sample testing and
test reports, etc., shall accept or reject the successful Bid. If any member of the bid
evaluation committee, has disagreed or given its note of dissent, the matter shall be
referred to the next higher authority, as per delegation of financial powers, for decision.
b) Decision on Bids shall be taken within original validity period of Bids and time period
allowed to procuring entity for taking decision. If the decision is not taken within the original
validity period or time limit allowed for taking decision, the matter shall be referred to the
next higher authority in delegation of financial powers for decision.
c) Before award of the contract, the procuring entity shall ensure that the price of successful
Bid is reasonable and consistent with the required quality.
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d) A Bid shall be treated as successful only after the competent authority has approved the
procurement in terms of that Bid.
e) The procuring entity shall award the contract to the bidder whose offer has been
determined to be the lowest or most advantageous in accordance with the evaluation
criteria set out in the bidding document and if the bidder has been determined to be
qualified to perform the contract satisfactorily on the basis of qualification criteria fixed for
the bidders in the bidding document for the subject matter of procurement.
f) Prior to the expiration of the period of bid validity, the procuring entity shall inform the
successful bidder, in writing, that its Bid has been accepted.
g) As soon as a Bid is accepted by the competent authority, its written intimation shall be sent
to the concerned bidder by registered post or email and asked to execute an agreement in
the format given in the bidding documents on a non-judicial stamp of requisite value and
deposit the amount of performance security or a performance security declaration, if
applicable, within a period specified in the bidding documents or where the period is not
specified in the bidding documents then within fifteen days from the date on which the
letter of acceptance or letter of intent is dispatched to the bidder.
h) If the issuance of formal letter of acceptance is likely to take time, in the meanwhile a Letter
of Intent (LOI) may be sent to the bidder. The acceptance of an offer is complete as soon
as the letter of acceptance or letter of intent is posted and/ or sent by email (if available) to
the address of the bidder given in the bidding document. Until a formal contract is
executed, the letter of acceptance or LOI shall constitute a binding contract.
i) The bid security of the bidders who‘s Bids could not be accepted shall be refunded soon
after the contract with the successful bidder is signed and its performance security is
obtained.
22) Information and publication of award
Information of award of contract shall be communicated to all participating bidders and
published on the respective website(s) as specified in NIB.
23) Procuring entity’s right to accept or reject any or all Bids
The Procuring entity reserves the right to accept or reject any Bid, and to annul (cancel) the
bidding process and reject all Bids at any time prior to award of contract, without thereby
incurring any liability to the bidders.
24) Right to vary quantity
a) At the time of award of contract, the quantity of goods, works or services originally
specified in the bidding documents may be increased, but such increase shall not exceed
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50% of the quantity specified in the bidding documents. It shall be without any change in
the unit prices or other terms and conditions of the Bid and the bidding documents.
b) If the procuring entity does not procure any subject matter of procurement or procures less
than the quantity specified in the bidding documents due to change in circumstances,
the bidder shall not be entitled for any claim or compensation.
c) Repeat orders for extra items or additional quantities may be placed on the rates and
conditions given in the contract. Delivery or completion period may also be proportionately
increased. The limits of repeat order shall be as under: -
a. 50% of the quantity of the individual items and 50% of the value of original contract in
case of works; and
b. 50% of the value of goods or services of the original contract.
25) Performance Security
a) Prior to execution of agreement, Performance security shall be solicited from all successful
bidders except the departments of the State Government and undertakings, corporations,
autonomous bodies, registered societies, co-operative societies which are owned or
controlled or managed by the State Government and undertakings of the Central
Government. However, a performance security declaration shall be taken from them. The
State Government may relax the provision of performance security in particular
procurement or any class of procurement.
b) The amount of performance security shall be 5% of the amount of supply order in case of
procurement of goods and services.
c) Performance security shall be furnished in any one of the following forms: -
a. deposit though eGRAS;
b. Bank Draft or Banker's Cheque of a scheduled bank;
c. National Savings Certificates and any other script/ instrument under
National Savings Schemes for promotion of small savings issued by a Post Office
in Rajasthan, if the same can be pledged under the relevant rules. They shall be
accepted at their surrender value at the time of bid and formally transferred in the
name of procuring entity with the approval of Head Post Master;
d. Bank guarantee/s of a scheduled bank. It shall be got verified from the issuing
bank. Other conditions regarding bank guarantee shall be same as mentioned in
the bidding document for bid security;
e. Fixed Deposit Receipt (FDR) of a scheduled bank. It shall be in the name of
procuring entity on account of bidder and discharged by the bidder in advance. The
procuring entity shall ensure before accepting the FDR that the bidder furnishes an
undertaking from the bank to make payment/ premature payment of the FDR on
demand to the procuring entity without requirement of consent of the bidder
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concerned. In the event of forfeiture of the performance security, the Fixed Deposit
shall be forfeited along with interest earned on such Fixed Deposit.
d) Performance security furnished in the form specified in clause [b.] to [e.] of (c) above shall
remain valid for a period of 60 days beyond the date of completion of all contractual
obligations of the bidder, including warranty obligations and maintenance and defect
liability period.
e) Forfeiture of Security Deposit: Security amount in full or part may be forfeited, including
interest, if any, in the following cases:-
a. When any terms and condition of the contract is breached.
b. When the bidder fails to make complete supply satisfactorily.
c. if the bidder breaches any provision of code of integrity, prescribed for bidders,
specified in the bidding document.
f) Notice will be given to the bidder with reasonable time before PSD deposited is forfeited.
g) No interest shall be payable on the PSD.
26) Execution of agreement
a) A procurement contract shall come into force from the date on which the letter of
acceptance or letter of intent is despatched to the bidder.
b) The successful bidder shall sign the procurement contract within 15 days from the date on
which the letter of acceptance or letter of intent is despatched to the successful bidder.
c) If the bidder, who‘s Bid has been accepted, fails to sign a written procurement contract or
fails to furnish the required performance security within specified period, the procuring
entity shall take action against the successful bidder as per the provisions of the bidding
document and Act. The procuring entity may, in such case, cancel the procurement
process or if it deems fit, offer for acceptance the rates of lowest or most advantageous
bidder to the next lowest or most advantageous bidder, in accordance with the criteria and
procedures set out in the bidding document.
d) The bidder will be required to execute the agreement on a non-judicial stamp of specified
value at its cost and to be purchase from anywhere in Rajasthan only.
27) Confidentiality
a) Notwithstanding anything contained in this bidding document but subject to the provisions
of any other law for the time being in force providing for disclosure of information, a
procuring entity shall not disclose any information if such disclosure, in its opinion, is likely
to: -
a. impede enforcement of any law;
b. affect the security or strategic interests of India;
c. affect the intellectual property rights or legitimate commercial interests of bidders;
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d. affect the legitimate commercial interests of the procuring entity in situations that may
include when the procurement relates to a project in which the procuring entity is to
make a competitive bid, or the intellectual property rights of the procuring entity.
b) The procuring entity shall treat all communications with bidders related to the procurement
process in such manner as to avoid their disclosure to competing bidders or to any other
person not authorised to have access to such information.
c) The procuring entity may impose on bidders for fulfilling the terms of the procurement
contract, conditions aimed at protecting information, the disclosure of which violates (a)
above.
d) In addition to the restrictions specified above, the procuring entity, while procuring a
subject matter of such nature which requires the procuring entity to maintain confidentiality,
may impose condition for protecting confidentiality of such information.
28) Cancellation of procurement process
a) If any procurement process has been cancelled, it shall not be reopened but it shall not
prevent the procuring entity from initiating a new procurement process for the same subject
matter of procurement, if required.
b) A procuring entity may, for reasons to be recorded in writing, cancel the process of
procurement initiated by it -
a. at any time prior to the acceptance of the successful Bid; or
b. after the successful Bid is accepted in accordance with (d) and (e) below.
c) The procuring entity shall not open any bids or proposals after taking a decision to cancel
the procurement and shall return such unopened bids or proposals.
d) The decision of the procuring entity to cancel the procurement and reasons for such
decision shall be immediately communicated to all bidders that participated in the
procurement process.
e) If the bidder who‘s Bid has been accepted as successful fails to sign any written
procurement contract as required, or fails to provide any required security for the
performance of the contract, the procuring entity may cancel the procurement process.
f) If a bidder is convicted of any offence under the Act, the procuring entity may: -
a. cancel the relevant procurement process if the Bid of the convicted bidder has been
declared as successful but no procurement contract has been entered into;
b. rescind (cancel) the relevant contract or forfeit the payment of all or a part of the
contract value if the procurement contract has been entered into between the procuring
entity and the convicted bidder.
29) Code of Integrity for Bidders
a) No person participating in a procurement process shall act in contravention of the code of
integrity prescribed by the State Government.
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b) The code of integrity include provisions for: -
a. Prohibiting
i. any offer, solicitation or acceptance of any bribe, reward or gift or any material
benefit, either directly or indirectly, in exchange for an unfair advantage in the
procurement process or to otherwise influence the procurement process;
ii. any omission, including a misrepresentation that misleads or attempts to mislead
so as to obtain a financial or other benefit or avoid an obligation;
iii. any collusion, bid rigging or anti-competitive behaviour to impair the transparency,
fairness and progress of the procurement process;
iv. improper use of information shared between the procuring entity and the bidders
with an intent to gain unfair advantage in the procurement process or for personal
gain;
v. any financial or business transactions between the bidder and any officer or
employee of the procuring entity;
vi. any coercion including impairing or harming or threatening to do the same, directly
or indirectly, to any party or to its property to influence the procurement process;
vii. any obstruction of any investigation or audit of a procurement process;
b. disclosure of conflict of interest;
c. disclosure by the bidder of any previous transgressions with any entity in India or any
other country during the last three years or of any debarment by any other procuring
entity.
c) Without prejudice to the provisions below, in case of any breach of the code of integrity by
a bidder or prospective bidder, as the case may be, the procuring entity may take
appropriate measures including: -
a. exclusion of the bidder from the procurement process;
b. calling-off of pre-contract negotiations and forfeiture or encashment of bid security;
c. forfeiture or encashment of any other security or bond relating to the procurement;
d. recovery of payments made by the procuring entity along with interest thereon at bank
rate;
e. cancellation of the relevant contract and recovery of compensation for loss incurred by
the procuring entity;
f. debarment of the bidder from participation in future procurements of the procuring
entity for a period not exceeding three years.
30) Interference with Procurement Process
A bidder, who: -
a) withdraws from the procurement process after opening of financial bids;
b) withdraws from the procurement process after being declared the successful bidder;
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c) fails to enter into procurement contract after being declared the successful bidder;
d) fails to provide performance security or any other document or security required in terms
of the bidding documents after being declared the successful bidder, without valid
grounds,
shall, in addition to the recourse available in the bidding document or the
contract, be punished with fine which may extend to fifty lakh rupees or ten per cent of
the assessed value of procurement, whichever is less.
31) Appeals
a) Subject to ―Appeal not to lie in certain cases‖ below, if any bidder or prospective bidder is
aggrieved that any decision, action or omission of the procuring entity is in
contravention to the provisions of the Act or the rules or guidelines issued thereunder, he
may file an appeal to such officer of the procuring entity, as may be designated by it for the
purpose, within a period of 10 days from the date of such decision or action, omission, as
the case may be, clearly giving the specific ground or grounds on which he feels
aggrieved:
a. Provided that after the declaration of a bidder as successful in terms of ―Award of
Contract‖, the appeal may be filed only by a bidder who has participated in
procurement proceedings:
b. Provided further that in case a procuring entity evaluates the technical Bid before the
opening of the financial Bid, an appeal related to the matter of financial Bid may be filed
only by a bidder whose technical Bid is found to be acceptable.
b) The officer to whom an appeal is filed under (a) above shall deal with the appeal as
expeditiously as possible and shall endeavour to dispose it of within 30 days from the date
of filing of the appeal.
c) If the officer designated under (a) above fails to dispose of the appeal filed under that sub-
section within the period specified in (c) above, or if the bidder or prospective bidder or the
procuring entity is aggrieved by the order passed, the bidder or prospective bidder or the
procuring entity, as the case may be, may file a second appeal to an officer or authority
designated by the State Government in this behalf within 15 days from the expiry of the
period specified in (c) above or of the date of receipt of the order passed under (b) above,
as the case may be.
d) The officer or authority to which an appeal is filed under (c) above shall deal with the
appeal as expeditiously as possible and shall endeavour to dispose it of within 30 days
from the date of filing of the appeal:
e) The officer or authority to which an appeal may be filed under (a) or (d) above shall be :
First Appellate Authority: Principal Secretary, IT&C, GoR
Second Appellate Authority: Principal Secretary, Finance Department, GoR
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f) Form of Appeal:
a. Every appeal under (a) and (c) above shall be as per Annexure-12 along with as
many copies as there are respondents in the appeal.
b. Every appeal shall be accompanied by an order appealed against, if any, affidavit
verifying the facts stated in the appeal and proof of payment of fee.
c. Every appeal may be presented to First Appellate Authority or Second Appellate
Authority, as the case may be, in person or through registered post or authorised
representative.
g) Fee for Appeal: Fee for filing appeal:
a. Fee for first appeal shall be rupees two thousand five hundred and for second
appeal shall be rupees ten thousand, which shall be non-refundable.
b. The fee shall be paid in the form of bank demand draft or banker‘s cheque of a
Scheduled Bank payable in the name of Appellate Authority concerned.
h) Procedure for disposal of appeal:
a. The First Appellate Authority or Second Appellate Authority, as the case may be,
upon filing of appeal, shall issue notice accompanied by copy of appeal, affidavit
and documents, if any, to the respondents and fix date of hearing.
b. On the date fixed for hearing, the First Appellate Authority or Second Appellate
Authority, as the case may be, shall,-
i. hear all the parties to appeal present before him; and
ii. peruse or inspect documents, relevant records or copies thereof relating to
the matter.
c. After hearing the parties, perusal or inspection of documents and relevant records
or copies thereof relating to the matter, the Appellate Authority concerned shall
pass an order in writing and provide the copy of order to the parties to appeal free
of cost.
d. The order passed under (c) shall also be placed on the State Public Procurement
Portal.
i) No information which would impair the protection of essential security interests of India, or
impede the enforcement of law or fair competition, or prejudice the legitimate commercial
interests of the bidder or the procuring entity, shall be disclosed in a proceeding under an
appeal.
32) Stay of procurement proceedings
While hearing of an appeal, the officer or authority hearing the appeal may, on an application
made in this behalf and after affording a reasonable opportunity of hearing to the parties
concerned, stay the procurement proceedings pending disposal of the appeal, if he, or it, is
satisfied that failure to do so is likely to lead to miscarriage of justice.
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33) Vexatious Appeals & Complaints
Whoever intentionally files any vexatious, frivolous or malicious appeal or complaint under
the ―The Rajasthan Transparency Public Procurement Act 2012‖, with the intention of
delaying or defeating any procurement or causing loss to any procuring entity or any other
bidder, shall be punished with fine which may extend to twenty lakh rupees or five per cent of
the value of procurement, whichever is less.
34) Offenses by Firms/ Companies
a) Where an offence under ―The Rajasthan Transparency Public Procurement Act 2012‖
has been committed by a company, every person who at the time the offence was
committed was in charge of and was responsible to the company for the conduct of the
business of the company, as well as the company, shall be deemed to be guilty of having
committed the offence and shall be liable to be proceeded against and punished
accordingly:
Provided that nothing contained in this sub-section shall render any such person liable
for any punishment if he proves that the offence was committed without his knowledge or
that he had exercised all due diligence to prevent the commission of such offence.
b) Notwithstanding anything contained in (a) above, where an offence under this Act has
been committed by a company and it is proved that the offence has been committed with
the consent or connivance of or is attributable to any neglect on the part of any director,
manager, secretary or other officer of the company, such director, manager, secretary or
other officer shall also be deemed to be guilty of having committed such offence and
shall be liable to be proceeded against and punished accordingly.
c) For the purpose of this section-
a. "company" means a body corporate and includes a limited liability partnership,
firm, registered society or co- operative society, trust or other association of
individuals; and
b. "director" in relation to a limited liability partnership or firm, means a partner in the
firm.
d) Abetment of certain offenses: Whoever abets an offence punishable under this Act,
whether or not that offence is committed in consequence of that abetment, shall be
punished with the punishment provided for the offence.
35) Debarment from Bidding
a) A bidder shall be debarred by the State Government if he has been convicted of an
offence
a. under the Prevention of Corruption Act, 1988 (Central Act No. 49 of 1988); or
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b. under the Indian Penal Code, 1860 (Central Act No. 45 of 1860) or any other law
for the time being in force, for causing any loss of life or property or causing a
threat to public health as part of execution of a public procurement contract.
b) A bidder debarred under (a) above shall not be eligible to participate in a procurement
process of any procuring entity for a period not exceeding three years commencing from
the date on which he was debarred.
c) If a procuring entity finds that a bidder has breached the code of integrity prescribed in
terms of ―Code of Integrity for bidders‖ above, it may debar the bidder for a period not
exceeding three years.
d) Where the entire bid security or the entire performance security or any substitute thereof,
as the case may be, of a bidder has been forfeited by a procuring entity in respect of any
procurement process or procurement contract, the bidder may be debarred from
participating in any procurement process undertaken by the procuring entity for a period
not exceeding three years.
e) The State Government or a procuring entity, as the case may be, shall not debar a bidder
under this section unless such bidder has been given a reasonable opportunity of being
heard.
36) Monitoring of Contract
a) An officer or a committee of officers named Contract Monitoring Committee (CMC) may
be nominated by procuring entity to monitor the progress of the contract during its
delivery period.
b) During the delivery period the CMC shall keep a watch on the progress of the contract
and shall ensure that service delivery is in proportion to the total delivery period given, if
it is a severable contract, in which the delivery of the goods and service is to be obtained
continuously or is batched. If the entire quantity of goods and service is to be delivered in
the form of completed work or entire contract like fabrication work, the process of
completion of work may be watched and inspections of the selected bidder‘s premises
where the work is being completed may be inspected.
c) If delay in delivery of goods and service is observed a performance notice would be
given to the selected bidder to speed up the delivery.
d) Any change in the constitution of the firm, etc. shall be notified forth with by the
contractor in writing to the procuring entity and such change shall not relieve any former
member of the firm, etc., from any liability under the contract.
e) No new partner/ partners shall be accepted in the firm by the selected bidder in respect
of the contract unless he/ they agree to abide by all its terms, conditions and deposits
with the procuring entity through a written agreement to this effect. The bidder‘s receipt
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for acknowledgement or that of any partners subsequently accepted as above shall bind
all of them and will be sufficient discharge for any of the purpose of the contract.
f) The selected bidder shall not assign or sub-let his contract or any substantial part thereof
to any other agency without the permission of procuring entity.
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5. GENERALTERMS AND CONDITIONS OF TENDER & CONTRACT
1) Contract Documents
Subject to the order of precedence set forth in the Agreement, all documents forming the
Contract (and all parts thereof) are intended to be correlative, complementary, and mutually
explanatory.
2) Interpretation
a) If the context so requires it, singular means plural and vice versa.
b) Entire Agreement: The Contract constitutes the entire agreement between the Purchaser
and the Supplier/ Selected bidder and supersedes all communications, negotiations and
agreements (whether written or oral) of parties with respect thereto made prior to the date
of Contract.
c) Amendment: No amendment or other variation of the Contract shall be valid unless it is in
writing, is dated, expressly refers to the Contract, and is signed by a duly authorized
representative of each party thereto.
d) Non-waiver: Subject to the condition (f) below, no relaxation, forbearance, delay, or
indulgence by either party in enforcing any of the terms and conditions of the Contract or
the granting of time by either party to the other shall prejudice, affect, or restrict the rights
of that party under the Contract, neither shall any waiver by either party of any breach of
Contract operate as waiver of any subsequent or continuing breach of Contract.
e) Any waiver of a party‘s rights, powers, or remedies under the Contract must be in writing,
dated, and signed by an authorized representative of the party granting such waiver, and
must specify the right and the extent to which it is being waived.
f) Severability: If any provision or condition of the Contract is prohibited or rendered invalid or
unenforceable, such prohibition, invalidity or unenforceability shall not affect the validity or
enforceability of any other provisions and conditions of the Contract.
3) Language
a) The Contract as well as all correspondence and documents relating to the Contract
exchanged by the successful/ selected bidder and the Purchaser, shall be written in
English language only. Supporting documents and printed literature that are part of the
Contract may be in another language provided they are accompanied by an accurate
translation of the relevant passages in the language specified in the special conditions of
the contract, in which case, for purposes of interpretation of the Contract, this translation
shall govern.
b) The successful/ selected bidder shall bear all costs of translation to the governing
language and all risks of the accuracy of such translation.
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4) Eligible Services
a) For purposes of this Clause, the term services include the services to be delivered by the
selected bidder as per scope of work defined in this RFP.
5) Notices
a) Any notice given by one party to the other pursuant to the Contract shall be in writing to the
address specified in the contract. The term ―in writing‖ means communicated in written
form with proof of dispatch and receipt.
b) A Notice shall be effective when delivered or on the Notice‘s effective date, whichever is
later.
6) Governing Law
The Contract shall be governed by and interpreted in accordance with the laws of the
Rajasthan State/ the Country (India), unless otherwise specified in the contract.
7) Scope of Supply
a) Subject to the provisions in the bidding document and contract, the services to be supplied
shall be as specified in the bidding document.
b) Unless otherwise stipulated in the Contract, the scope of supply shall include all such
services not specifically mentioned in the Contract but that can be reasonably inferred from
the Contract as being required for attaining delivery and completion of services as if such
services were expressly mentioned in the Contract.
8) Delivery & Installation
a) Subject to the conditions of the contract, the completion of services shall be in accordance
with the delivery and completion schedule specified in the bidding document.
b) The contract for the supply can be repudiated at any time by the purchase officer, if the
supplies are not made to his satisfaction after giving an opportunity to the bidder of being
heard and recording the reasons for repudiation.
c) The Supplier/ Selected Bidder shall arrange to supply, install and commission software/
system as per specifications within the specified delivery/ completion period at location
mentioned in the PO/ WO.
9) Supplier’s/ Selected Bidder’s Responsibilities
The Supplier/ Selected Bidder shall provide services included in the scope of supply in
accordance with the provisions of bidding document and/ or contract.
10) Purchaser’s Responsibilities
a) Whenever the supply services requires that the Supplier/ Selected Bidder obtain licenses,
permits, approvals, etc., the Purchaser shall, if so required by the Supplier/ Selected
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Bidder, make its best effort to assist the Supplier/ Selected Bidder in complying with such
requirements in a timely and expeditious manner.
b) The Purchaser shall pay all costs involved in the performance of its responsibilities, in
accordance with the general and special conditions of the contract.
11) Contract Price
a) The Contract Price shall be paid as specified in the contract subject to any additions and
adjustments thereto, or deductions there from, as may be made pursuant to the Contract.
b) Prices charged by the Supplier/ Selected Bidder for the Services performed under the
Contract shall not vary from the prices quoted by the Supplier/ Selected Bidder in its bid,
with the exception of any price adjustments authorized in the special conditions of the
contract.
12) Recoveries from Supplier/ Selected Bidder
a) Recovery of liquidated damages/ penalties, etc. shall be made ordinarily from bills.
b) The Purchase Officer shall withhold amount to the extent of liquidated damages/ penalties,
as applicable. In case of failure to withhold the amount, it shall be recovered from his dues
and performance security deposit available with RISL.
c) The balance, if any, shall be demanded from the Supplier/ Selected Bidder and when
recovery is not possible, the Purchase Officer shall take recourse to law in force.
13) Taxes & Duties
a) The TDS, Raj-VAT, Service Tax etc., if applicable, shall be deducted at source/ paid by
RISL as per prevailing rates.
b) If any tax exemptions, reductions, allowances or privileges may be available to the
successful/ selected bidder in India, the Purchaser shall use its best efforts to enable the
successful/ selected bidder to benefit from any such tax savings to the maximum allowable
extent.
14) Copyright
The copyright in all drawings, design documents, source code and other materials containing
data and information furnished to the Purchaser by the Supplier/ Selected Bidder herein shall
remain vested in RISL.
15) Confidential Information
a) The Purchaser and the Supplier/ Selected Bidder shall keep confidential and shall not,
without the written consent of the other party hereto, divulge to any third party any
drawings, documents, data, or other information furnished directly or indirectly by the other
party hereto in connection with the Contract, whether such information has been furnished
prior to, during or following completion or termination of the Contract.
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b) The Supplier/ Selected Bidder may furnish to its Subcontractor, if permitted, such
documents, data, and other information it receives from the Purchaser to the extent
required for the Subcontractor to perform its work under the Contract, in which event the
Supplier/ Selected Bidder shall obtain from such Subcontractor an undertaking of
confidentiality similar to that imposed on the Supplier/ Selected Bidder.
c) The Purchaser shall not use such documents, data, and other information received from
the Supplier/ Selected Bidder for any purposes unrelated to the Contract. Similarly, the
Supplier/ Selected Bidder shall not use such documents, data, and other information
received from the Purchaser for any purpose other than the design, procurement, or other
work and services required for the performance of the Contract.
d) The obligation of a party under sub-clauses above, however, shall not apply to information
that: -
i. the Purchaser or Supplier/ Selected Bidder need to share with RISL or other institutions
participating in the Contract;
ii. now or hereafter enters the public domain through no fault of that party;
iii. can be proven to have been possessed by that party at the time of disclosure and
which was not previously obtained, directly or indirectly, from the other party; or
iv. otherwise lawfully becomes available to that party from a third party that has no
obligation of confidentiality.
e) The above provisions shall not in any way modify any undertaking of confidentiality given
by either of the parties hereto prior to the date of the Contract in respect of the supply or
any part thereof.
f) The provisions of this clause shall survive completion or termination, for whatever reason,
of the Contract.
16) Sub-contracting
a) The bidder shall not assign or sub-let his contract or any substantial part thereof to any
other agency without the permission of Purchaser/ Tendering Authority.
b) If permitted, the selected bidder shall notify the Purchaser, in writing, of all subcontracts
awarded under the Contract, if not already specified in the Bid. Subcontracting shall in no
event relieve the Supplier/ Selected Bidder from any of its obligations, duties,
responsibilities, or liability under the Contract.
c) Subcontractors, if permitted, shall comply with the provisions of bidding document and/ or
contract.
17) Extension in Delivery Period and Liquidated Damages (LD)
a) Except as provided under clause ―Force Majeure‖, if the supplier/ selected bidder fails to
perform/ deliver the services within the period specified in the Contract, the Purchaser may
without prejudice to all its other remedies under the Contract, deduct from the Contract
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Price, as liquidated damages, a sum equivalent to the percentage specified in (d) below for
each week or part thereof of delay until actual delivery or performance, up to a maximum
deduction of the percentage specified in the bidding document and/ or contract. Once the
maximum is reached, the Purchaser may terminate the Contract pursuant to clause
―Termination‖.
b) The time specified for delivery in the bidding document shall be deemed to be the essence
of the contract and the supplier/ selected bidder shall arrange delivery of services within
the specified period.
c) Delivery and installation/ completion period may be extended with or without liquidated
damages, if the delay in providing/ delivery of services is on account of hindrances beyond
the control of the supplier/ selected bidder.
i. The supplier/ selected bidder shall request in writing to the Purchaser giving reasons
for extending the delivery period of service, if he finds himself unable to complete the
supply of service within the stipulated delivery period or is unable to maintain prorate
progress in service delivery. This request shall be submitted as soon as a hindrance in
delivery of services occurs or within 15 days from such occurrence but before expiry of
stipulated period of completion of delivery of services after which such request shall not
be entertained.
ii. The Purchaser shall examine the justification of causes of hindrance in the delivery of
services and the period of delay occurred due to that and recommend the competent
authority on the period of extension which should be granted with or without liquidated
damages.
iii. Normally, extension in delivery period of services in following circumstances may be
considered without liquidated damages:
a. When delay has occurred due to delay in providing of information/ data by RISL or
other departments as per terms of the contract.
iv. If the competent authority agrees to extend the delivery period/ schedule, an
amendment to the contract with suitable denial clauses and with or without liquidated
damages, as the case may be, shall be issued. The amendment letter shall mention
that no extra price or additional cost for any reason, what so ever beyond the
contracted cost shall be paid for the delayed supply of services.
v. It shall be at the discretion of the concerned authority to accept or not to accept the
supply of services rendered by the contractor after the expiry of the stipulated delivery
period, if no formal extension in delivery period has been applied and granted. The
competent authority shall have right to cancel the contract with respect to undelivered
services.
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vi. If RISL is in need of the services rendered after expiry of the stipulated delivery period,
it may accept the services and issue a letter of extension in delivery period with usual
liquidated damages and denial clauses to regularize the transaction.
d) In case of extension in the delivery and/ or installation/ completion/ commissioning period
is granted with liquidated damages, the recovery shall be made on the basis of value of
services (upto that milestone) which the supplier/ selected bidder has failed to deliver/
install/ complete : -
No. Condition LD %*
a. Delay up to one fourth period of the prescribed period of delivery,
successful installation and completion of work. 2.5 %
b. Delay exceeding one fourth but not exceeding half of the prescribed
period of delivery, successful installation and completion of work. 5.0 %
c. Delay exceeding half but not exceeding three fourth of the prescribed
period of delivery, successful installation and completion of work. 7.5 %
d. Delay exceeding three fourth of the prescribed period of delivery,
successful installation and completion of work. 10.0 %
i. Fraction of a day in reckoning period of delay in supplies, successful installation and
completion of work shall be eliminated, if it is less than half a day.
e) In addition to above, if the bidder fails to depute/ ensure the availability of development
team as mentioned at clause no:1 of Annexure-2 within 30 days from the date of signing of
agreement with RISL till Go-live of Phase-II of eMitra Software Solution, following amount
shall be deducted while processing the payment for respective milestone:
Category of Resources as per clause no:1 of
Annexure-2 (table Ann 2.1)
Penalty for absense/ delay in resource deputation during development period
A Rs 4000/- per day per resource;
B Rs 2,000/- per day per resource; Atleast 50 % resources under this category are required to be present, else penalty of Rs 3000/- per day shall be levied on each absent resource.
The above penalty shall not be applicable in case of permitted annual leaves (maximum of
18 leaves per year (4.5 per quarter on prorate basis))/ approved leaves by RISL.
f) In all cases, maximum amount of liquidated damages (including penalty defined at sub-
clause e above) shall be 10% of the total eMitra Software Solution development cost
(component A of financial bid).
18) Limitation of Liability
Except in cases of gross negligence or wilful misconduct: -
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a) neither party shall be liable to the other party for any indirect or consequential loss or
damage, loss of use, loss of production, or loss of profits or interest costs, provided that
this exclusion shall not apply to any obligation of the supplier/ selected bidder to pay
liquidated damages to the Purchaser; and
b) the aggregate liability of the supplier/ selected bidder to the Purchaser, whether under the
Contract, in tort, or otherwise, shall not exceed the amount specified in the Contract,
provided that this limitation shall not apply to the cost of repairing or replacing defective
equipment, or to any obligation of the supplier/ selected bidder to indemnify the Purchaser
with respect to patent infringement.
19) Force Majeure
a) The supplier/ selected bidder shall not be liable for forfeiture of its PSD, LD, or termination
for default if and to the extent that it‘s delay in performance or other failure to perform its
obligations under the Contract is the result of an event of Force Majeure.
b) For purposes of this Clause, ―Force Majeure‖ means an event or situation beyond the
control of the supplier/ selected bidder that is not foreseeable, is unavoidable, and its origin
is not due to negligence or lack of care on the part of the supplier/ selected bidder. Such
events may include, but not be limited to, acts of the Purchaser in its sovereign capacity,
wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight
embargoes.
c) If a Force Majeure situation arises, the supplier/ selected bidder shall promptly notify the
RISL in writing of such conditions and cause thereof within 15 days of occurrence of such
event. Unless otherwise directed by RISL, the supplier/ selected bidder shall continue to
perform its obligations under the contract as far as reasonably practical.
d) If the performance in whole or part or any obligation under the contract is prevented or
delayed by any reason of Force Majeure for a period exceeding 60 days, either party at its
option may terminate the contract without any financial repercussion on either side.
e) In case a Force Majeure situation occurs with RISL, RISL may take the case with the
supplier/ selected bidder on similar lines.
20) Change Orders and Contract Amendments
a) The Purchaser may at any time order the supplier/ selected bidder through Notice in
accordance with clause ―Notices‖ above, to make changes within the general scope of the
Contract where the services are to be provided by the supplier/ selected bidder.
b) If any such change causes an increase or decrease in the cost of, or the time required for,
the supplier‘s/ selected bidder‘s performance of any provisions under the Contract, an
equitable adjustment shall be made in the Contract Price or in the Delivery and Completion
Schedule, or both, and the Contract shall accordingly should be amended. Any claims by
the supplier/ selected bidder for adjustment under this clause must be asserted within thirty
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(30) days from the date of the supplier‘s/ selected bidder‘s receipt of the Purchaser‘s
change order.
c) In case, a new functionality/ modification is done in the eMitra Software Solution (Web
Application or Web Portal), the selected bidder shall identify the effort (in man–month)
required for making the change(s). Rates for the man month shall be the composite man-
month rates quoted by the Selected Bidder in the financial bid. Changes shall however be
done by the selected Bidder after approval of effort estimates by RISL.
d) Prices to be charged by the supplier/ selected bidder for any related services that might be
needed but which were not included in the Contract shall be agreed upon in advance by
the parties and shall not exceed the prevailing rates charged to other parties by the
supplier/ selected bidder for similar services.
21) Termination
a) Termination for Default
i. The tender sanctioning authority of RISL may, without prejudice to any other remedy
for breach of contract, by a written notice of default of at least 30 days sent to the
supplier/ selected bidder, terminate the contract in whole or in part: -
a. If the supplier/ selected bidder fails to deliver any or all quantities of the service
within the time period specified in the contract, or any extension thereof granted by
RISL; or
b. If the supplier/ selected bidder fails to perform any other obligation under the
contract within the specified period of delivery of service or any extension granted
thereof; or
c. If the supplier/ selected bidder, in the judgement of the Purchaser, is found to be
engaged in corrupt, fraudulent, collusive, or coercive practices in competing for or
in executing the contract.
d. If the supplier/ selected bidder commits breach of any condition of the contract.
ii. If RISL terminates the contract in whole or in part, amount of PSD may be forfeited.
iii. Before cancelling a contract and taking further action, advice of senior most finance
person available in the office and of legal adviser or legal assistant posted in the office,
if there is one, may be obtained.
b) Termination for Insolvency
RISL may at any time terminate the Contract by giving a written notice of at least 30 days
to the supplier/ selected bidder, if the supplier/ selected bidder becomes bankrupt or
otherwise insolvent. In such event, termination will be without compensation to the
supplier/ selected bidder, provided that such termination will not prejudice or affect any
right of action or remedy that has accrued or will accrue thereafter to RISL.
c) Termination for Convenience
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i. RISL, by a written notice of at least 30 days sent to the supplier/ selected bidder, may
terminate the Contract, in whole or in part, at any time for its convenience. The Notice
of termination shall specify that termination is for the Purchaser‘s convenience, the
extent to which performance of the supplier/ selected bidder under the Contract is
terminated, and the date upon which such termination becomes effective.
ii. Depending on merits of the case the supplier/ selected bidder may be appropriately
compensated on mutually agreed terms for the loss incurred by the contract if any due
to such termination.
22) Exit Management
a) Preamble
i. The word ‗parties‘ include the procuring entity and the selected bidder.
ii. This Schedule sets out the provisions, which will apply on expiry or termination of the
Project Implementation and Operations and Management of SLA.
iii. In the case of termination of the Project Implementation and/ or Operation and
Management SLA due to illegality, the Parties shall agree at that time whether, and if
so during what period, the provisions of this Schedule shall apply.
iv. The Parties shall ensure that their respective associated entities carry out their
respective obligations set out in this Exit Management Schedule.
b) Cooperation and Provision of Information during the exit management period
i. The selected bidder will allow RISL or its nominated agencies access to the
information reasonably required to define the current mode of operation associated
with the provision of the services to enable RISL or its nominated agencies to assess
the existing services being delivered.
ii. The selected bidder shall provide access to copies of all information held or
controlled by them which they have prepared or maintained in accordance with the
Project Implementation, the Operation and Management SLA and SOWs relating to
any material aspect of the services provided by the selected bidder. RISL or its
nominated agencies shall be entitled to copy all such information comprising of
details pertaining to the services rendered and other performance data. The selected
bidder shall permit RISL or its nominated agencies and/ or any replacement operator
to have reasonable access to its employees and facilities as reasonably required by
RISL or its nominated agencies to understand the methods of delivery of the services
employed by the selected bidder and to assist appropriate knowledge transfer.
c) Confidential Information, Security and Data
The selected bidder will promptly on the commencement of the exit management period
supply to RISL or its nominated agencies the following:
i. Documentation relating to Intellectual Property Rights;
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ii. Project related data and confidential information;
iii. All current and updated data as is reasonably required for purposes of RISL or its
nominated agencies transitioning the services to its replacement selected bidder in a
readily available format nominated by RISL or its nominated agencies; and
iv. All other information (including but not limited to documents, records and
agreements) relating to the services reasonably necessary to enable RISL or its
nominated agencies, or its replacement operator to carry out due diligence in order to
transition the provision of the services to RISL or its nominated agencies, or its
replacement operator (as the case may be).
v. Before the expiry of the exit management period, the selected bidder shall deliver to
RISL or its nominated agencies all new or up-dated materials from the categories set
out above and shall not retain any copies thereof, except that the selected bidder
shall be permitted to retain one copy of such materials for archival purposes only.
d) Transfer of certain agreements
i. On request by Procuring entity or its nominated agencies, the selected bidder shall
effect such assignments, transfers, innovations, licenses and sub-licenses as
Procuring entity or its nominated agencies may require in favour of procuring entity or
its nominated agencies, or its replacement operator in relation to any equipment
lease, maintenance or service provision agreement between selected bidder and
third party leasers, operators, or operator, and which are related to the services and
reasonably necessary for carrying out of the replacement services by RISL or its
nominated agencies, or its replacement operator.
ii. Right of Access to Premises: At any time during the exit management period and for
such period of time following termination or expiry of the SLA, where assets are
located at the selected bidder‘s premises, the selected bidder will be obliged to give
reasonable rights of access to (or, in the case of assets located on a third party's
premises, procure reasonable rights of access to RISL or its nominated agencies,
and/ or any replacement operator in order to inventory the assets.
e) General Obligations of the selected bidder
i. The selected bidder shall provide all such information as may reasonably be
necessary to effect as seamless during handover as practicable in the circumstances
to RISL or its nominated agencies or its replacement operator and which the operator
has in its possession or control at any time during the exit management period.
ii. The selected bidder shall commit adequate resources to comply with its obligations
under this Exit Management Clause.
f) Exit Management Plan
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i. The selected bidder shall provide RISL or its nominated agencies with a
recommended exit management plan ("Exit Management Plan") which shall deal with
at least the following aspects of exit management in relation to the SLA as a whole
and in relation to the Project Implementation, the Operation and Management SLA
and SOWs.
ii. A detailed program of the transfer process that could be used in conjunction with a
replacement operator including details of the means to be used to ensure continuing
provision of the services throughout the transfer process or until the cessation of the
services and of the management structure to be used during the transfer; and
iii. Plans for the communication with such of the selected bidder's, staff, suppliers,
customers and any related third party as are necessary to avoid any material
detrimental impact on RISL operations as a result of undertaking the transfer; and
iv. If applicable, proposed arrangements and Plans for provision of contingent support in
terms of business continuance and hand holding during the transition period, to RISL
or its nominated agencies, and Replacement Operator for a reasonable period, so
that the services provided continue and do not come to a halt.
v. The Bidder shall re-draft the Exit Management Plan annually after signing of contract
to ensure that it is kept relevant and up to date.
vi. Each Exit Management Plan shall be presented by the selected bidder to and
approved by RISL or its nominated agencies.
vii. In the event of termination or expiry of SLA, Project Implementation, Operation and
Management SLA or SOWs each party shall comply with the Exit Management Plan.
viii. During the exit management period, the selected bidder shall use its best efforts to
deliver the services.
ix. Payments during the Exit Management period shall be made in accordance with the
Terms of Payment Clause.
x. It would be the responsibility of the selected bidder to support new operator during
the transition period.
g) Training, hand-holding and knowledge transfer
i. The selected bidder shall hold technical knowledge transfer sessions with
designated technical team of RISL in the last 3 months of the project duration.
ii. The selected bidder shall hold operational hand-holding sessions on the eMitra
Software Solution with the designated officers/staff members, so that RISL can
continue with the eMitra Software Solution even after Selected Bidder exits the
project.
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23) Settlement of Disputes
a) General: If any dispute arises between the supplier/ selected bidder and RISL during the
execution of a contract that should be amicably settled by mutual discussions. However, if
the dispute is not settled by mutual discussions, a written representation will be obtained
from the supplier/ selected bidder on the points of dispute. The representation so received
shall be examined by the concerned Procurement Committee which sanctioned the tender.
The Procurement Committee may take legal advice of a counsel and then examine the
representation. The supplier/ selected bidder will also be given an opportunity of being
heard. The Committee will take a decision on the representation and convey it in writing to
the supplier/ selected bidder.
b) Standing Committee for Settlement of Disputes: If a question, difference or objection arises
in connection with or out of the contract/ agreement or the meaning of operation of any
part, thereof or the rights, duties or liabilities of either party have not been settled by mutual
discussions or the decision of tender sanctioning Procurement Committee, it shall be
referred to the empowered standing committee for decision, if the amount of the claim is
more than Rs. 50,000/-. The empowered standing committee shall consist of following
members: - (RISL)
Chairman of BoD of RISL : Chairman
Secretary, DoIT&C or his nominee,
not below the rank of Deputy Secretary : Member
Managing Director, RISL : Member
Director (Technical)/ Executive Director, RISL : Member
Director (Finance), RISL : Member
A Legal Expert to be nominated by the Chairman : Member
c) Procedure for reference to the Standing Committee: The supplier/ selected bidder shall
present his representation to the Managing Director, RISL along with a fee equal to two
percent of the amount of dispute, not exceeding Rupees One Lakh, within one month from
the date of communication of decision of the tender sanctioning Procurement Committee.
The officer-in-charge of the project who was responsible for taking delivery of the goods
and/ or service from the supplier/ selected bidder shall prepare a reply of representation
and shall represent the RISL‘s stand before the standing committee. From the side of the
supplier/ selected bidder, the claim case may be presented by himself or through a lawyer.
After hearing both the parties, the standing committee shall announce its decision which
shall be final and binding both on the supplier/ selected bidder and RISL. The standing
committee, if it so decides, may refer the matter to the Board of Directors of RISL for
further decision.
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d) Legal Jurisdiction: All legal proceedings arising out of any dispute between both the parties
regarding a contract shall be settled by a competent court having jurisdiction over the
place, where agreement has been executed and by no other court, after decision of the
standing committee for settlement of disputes.
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6. SPECIAL TERMS AND CONDITIONS OF TENDER & CONTRACT
1) Payment Terms and Schedule
a) Payment schedule - Payments to the bidder, after successful completion of the target
milestones (including specified project deliverables), would be made as under: -
Table 6.1: Payment Terms & Schedule
S. No.
Scope of Work
(I)
Activity/ Milestones
(II)
Deliverables (III)
Delivery Schedule (in days)
(IV)
Applicable Payment &
Schedule (V)
Signing of Agreement between RISL and the selected bidder: T
1 Detailed Project Plan with timelines (.xls)
Project Plan report in .mpp/.xls format
T+ 20
2 Preparation of SRS for eMitra Software Solution (Phase I & Phase II)
SRS Preparation
SRS for eMitra software solution
T+30
3 Approval of SRS by RISL T+40
4
eMitra Software Application Development- Phase I
Design of Phase-I of eMitra Software Solution
• Software Design & Architecture Document • Database Design Document
T+45
5 Development of Phase-I of eMitra Software Solution
• Phase-I Software Solution for testing
T+120
6 Beta version Testing
•Report on Beta Testing of the software - Test Strategy, Test cases and Test Results
T+130
15 % of [Cost of eMitra Software Application Development - Component (A) of financial bid]; after one month of acceptance on beta testing report by RISL.
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Table 6.1: Payment Terms & Schedule
S. No.
Scope of Work
(I)
Activity/ Milestones
(II)
Deliverables (III)
Delivery Schedule (in days)
(IV)
Applicable Payment &
Schedule (V)
7 Data Migration & Final Deployment of Phase-I
•MIS Report indicating amount of data migrated for eMitra Software Solution • Configuration & Deployment document of Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used
T+145
8
Phase-I UAT
• Safe-to-host certificate • Testing report including Test Results • UAT Test cases
T+160
9 • UAT sign-off Certificate by RISL
T+170
10 % of [Cost of eMitra Software Application Development - Component (A) of financial bid]; after 3 months of UAT sign-off by RISL for Phase I of eMitra Software Solution.
10 Phase-I Go-live & Training
• Certificate for Go-live by RISL • Technical & Role wise- User manual (with visual help kits) of the application software • Attendance & Training reports
T+180
11 eMitra Software Application Development- Phase II
Design of Phase-II of eMitra Software Solution
• Software Design Document • Database Design Document
T+90
12 Development of Phase-II of eMitra Software Solution
• Phase-II Software Solution for testing
T+170
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Table 6.1: Payment Terms & Schedule
S. No.
Scope of Work
(I)
Activity/ Milestones
(II)
Deliverables (III)
Delivery Schedule (in days)
(IV)
Applicable Payment &
Schedule (V)
13 Beta version Testing
• Beta Testing Report including test cases and Test Results along with acceptance by RISL on beta testing report
T+180
14 Deployment of Phase-II
• Configuration & Deployment document of Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used
T+190
15
Phase-II UAT
• Safe-to-host certificate •Testing report including Test Results • UAT Test cases
T+200
16 • UAT sign-off Certificate by RISL
T+220
35% of [Cost of eMitra Software Application Development - Component (A) of financial bid]; after 3 months of UAT sign-off by RISL for Phase II of eMitra Software Solution.
17
• Go-live of Phase-II of eMitra Software Solution • Training on Phase-II
• Certificate for Go-live by RISL • Technical & Role wise- User manual (with visual help kits) of the application software • Attendance & Training reports
T+240
8% of Cost of eMitra Software Application Development [Component (A) of financial bid]; after 6 months from the date of Go-live of Phase-II
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Table 6.1: Payment Terms & Schedule
S. No.
Scope of Work
(I)
Activity/ Milestones
(II)
Deliverables (III)
Delivery Schedule (in days)
(IV)
Applicable Payment &
Schedule (V)
18
Operations & Maintenance (O&M)
• Deployment of Manpower • New Development and Enhancement in the eMitra Software Solution • Managed Services during Operations and Maintenance Period
• Attendance Register • Software development enhancement/ up-gradation/ modification reports • Testing reports • Uptime monitoring report from EMS • Issue Tracker/ Call Register/Log reports of help desk • Consolidated Report on Calls Logged, Resolved and Escalated • Updated User Manual of the application software in one hard copy and one soft copy (in DVD) • Updated Application software with source code in two sets of DVDs along with source code and/or license of third party API/any other software used.
T+240 onwards for 5 years.
1) QGR of O&M cost (as per component B of financial bid) on quarterly basis from the start of O&M Period. AND 2) 2% of Cost of eMitra Software Application Development [Component (A) of financial bid]; on quarterly basis from the start of IInd Year of O&M.
Remark: The above mentioned delivery schedule shall be applicable subject to fulfillment of obligations by RISL for respective milestone, wherever applicable. In case of delay in action taken by RISL, same number of days would be added in the delivery period.
b) The admissible payments after Development, Deployment and UAT against each phase are
subject to completion of development and testing of each of the constituting module.
c) Any delay in the approval of the deliverable(s) submitted by the SI to RISL shall not
account for the delay on SI‘s part.
d) The selected bidder has to design and implement a very detailed plan of implementation that
seeks to execute several activities in parallel, adopts critical path method and commits
additional resources to activities falling behind schedule so as to keep up with the overall
deadline of implementation as mentioned above. The time specified for delivery and
other activities as mentioned in the table above shall be deemed to be the essence of the
contract and the successful bidder shall arrange supplies and provide the required services
within the specified period
e) The supplier‘s/ selected bidder‘s request for payment shall be made to the purchaser in
writing, accompanied by invoices describing, as appropriate, the services performed, and by
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the required documents submitted pursuant to general conditions of the contract and upon
fulfilment of all the obligations stipulated in the Contract.
f) Due payments shall be made promptly by the Purchaser, generally within sixty (60) days after
submission of an invoice or request for payment by the supplier/ selected bidder.
g) The currency or currencies in which payments shall be made to the supplier/ selected bidder
under this Contract shall be Indian Rupees (INR) only.
h) All remittance charges will be borne by the supplier/ selected bidder.
i) In case of disputed items, the disputed amount shall be withheld and will be paid only after
settlement of the dispute.
j) Any penalties/ liquidated damages, as applicable, for delay and non-performance, as
mentioned in this bidding document, will be deducted from the payments for the respective
milestones.
k) Taxes, as applicable, will be deducted/ paid as per the prevalent rules and regulations.
2) Service Level Requirements/ Agreement for Operations & Maintenance (O&M)
a) Purpose & Duration of SLA: The SLA purpose is to enforce a contract between the selected
bidder and the Purchaser. The SLA would come into effect during the O&M period for eMitra
software Solution under this RFP. The successful bidder has to comply with the SLAs to
ensure adherence to project timelines, quality and availability of services.
For purpose of this Service Level Requirement, the following terms shall have the meanings
set forth below:
"Uptime" shall mean the time period for which the specified services / components
with specified technical and service standards are available to the State and user
Departments. Uptime, in percentage, of any component (Non-IT & IT) can be
calculated as:
Uptime = {1- [(Downtime) / (Total Time – Maintenance Time)]} * 100
―Downtime‖ shall mean the time period for which the specified services /
components with specified technical and service standards are not available to the
State and the user Departments. It excludes the scheduled outages planned in
advance.
―Incident‖ refers to any events / abnormalities in the functioning of the Application that
may lead to disruption in normal operations.
―Helpdesk Support" shall mean the 24x7x365 centre which shall handle Fault
Reporting, Trouble Ticketing and related enquiries during this Contract.
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―Response Time‖ shall mean the time interval between the time the incident is
reported to the Helpdesk and the time an engineer is assigned to the call.
―Resolution Time‖ shall mean the time taken (after the incident has been
reported at the Helpdesk), in resolving (diagnosing, troubleshooting and fixing) or
escalating (to the second level, getting the confirmatory details about the same and
conveying the same to the end user), the services related troubles during the first level
escalation. The resolution time shall vary based on the severity of the incident reported
at the Helpdesk. The severity would be as follows:
Critical: Incidents which impact the overall solution like outage of eMitra
Application and which has a high impact on service delivery through kiosks in
every district to the citizens and respective Departments. No workaround is
available. Any incident which is affecting a majority of users (over 80% of users
including districts, Departmental users and kiosks, concurrent users).
Medium: Incidents which impact a limited number of users. The main application at
SDC is available but the productivity of a limited number of users is getting affected.
For e.g. the application is up and running but certain users are unable to
login/access/submit request/process citizen service requests etc. Incidents whose
resolution requires replacement of hardware or software parts, requiring significant
interruption in working of that individual component. Acceptable work around is
available. For example, installation of operating system, patches etc.
Low: Incidents whose resolution shall require changes in configuration of hardware
or software, which will not significantly interrupt working of that component.
Incidents like functionality enhancement and/or support for modifications or
maintenance of source code, application version enhancement etc.
b) Service Window: eMitra Software solution (Web Application and Web Portal) shall be
available 24*7 after Go-live.
c) Hours of Operation (Help Desk) operation: 9.30AM to 6.30PM on all the working days and
on Holidays (in case of urgency, as required by the department).
The problems encountered during the usage of the eMitra Software Solution would be
reported at the Help Desk established by the selected bidder at the DoIIT&C Office in Jaipur.
This would enable the Helpdesk staff to log complaints and take action as per the
severity of the reported problem.
d) Dependencies: The dependencies on the performance of services beyond the control
of either party and where default is due to reasons beyond the control of the selected bidder
or due to reasons attributable to RISL or third parties, the selected bidder would not
be penalized.
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e) Monitoring & Evaluation: The selected bidder shall provide and make use of
following system for monitoring and evaluation:
Table 6.2: SLA Monitoring
S. No. Service Level Monitoring System
1 Downtime of eMitra Software solution (Web Application and Web Portal)
Through EMS Application available at RSDC
2 Non Availability of Manpower Attendance Register at each project location
3 Delay in providing helpdesk support. Through a web base/phone line call log available at IT help desk
f) Review Committee and Review Mechanism: The designated review committee/ members,
on a quarterly basis, shall review and discuss the services delivery and performance standard
compliance of the selected bidder. The review would include but not be limited to:
i. Service provided during the review period
ii. Major incidents during the review period
iii. Problems that remains outstanding
iv. Review of Change requests/Variation and progress for enhancements
v. Future events or business developments that will affect the Service
vi. Review any potential changes required to the SLA
vii. Agree items for submission to the executive decision making
viii. Review schedules for Services provided.
g) Penalty Clauses: If the selected bidder fails to deliver the required services due to reasons
attributable to him like non-accessibility of the web portal/ application, non-availability/attrition
of the technical personnel/ operational manpower, etc. the cumulative penalty, as
applicable, would be imposed as mentioned below while processing the payment for
respective milestone.
g.i) Penalty for Downtime :
Table 6.3: Penalty for Downtime
Sr. No Measurement Parameter Downtime in a Quarter Penalty
1
Number of hours the eMitra Software Solution (Web Application or Web Portal) is non-functional / non-accessible / non-available / non-responsive in each case of outage
0-2 Hours No Penalty
2 2-4 Hours 2 % of applicable quarterly payment
3 4-8 Hours 5 % of applicable quarterly payment
4 8-12 Hours 10 % of applicable quarterly payment
5 12-24 Hours 15 % of applicable quarterly payment
6 24-48 Hours 20 % of applicable quarterly payment
7 >48 Hours No payment for the quarter
The penalty shall be calculated above the permissible downtime hours (0-2 hrs and downtime for maintenance or other reasons as approved by RISL).
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g.ii) Penalty for delay in response/ resolution time: for incidents like defect/ bug
fixing, minor changes in the software, content updation, etc:
Table 6.4: Penalty for delay in response/ resolution time
S. No.
Type of Incident
Response Time Resolution Time SLR Penalty for delay in resolution time
1 Critical 15 minutes from call logged
<= 2 Hours Rs 1000 per incident per hour delay
2 Medium 30 minutes from call logged
<=1 Day from the time of incident logged at the Helpdesk
Rs 500 per incident per day
3 Low 45 minutes from call logged
<=2 Days from time of response logged
Rs 200 per incident per day
g.iii) Penalty for non-availability of deployed resources/ manpower during O&M
Period: A maximum of 18 leaves per year (4.5 per quarter on prorate basis) shall be
allowed for resource deployed onsite at DoIT&C Office. In case resource needs to take
off/leave from the duty, he has to take due approval from RISL/ DoIT&C authorities. In
case total number of leaves exceed the maximum allowed leaves, penalty as mentioned
below shall be levied, starting from the date of Go-live of phase-I of eMitra Software
solution :
Table 6.5: Penalty for non-availability of deployed manpower during O&M Period
S.No. Resource Type Penalty
1
Project Manager Rs 4000 /- per day of absence.
2 Team Lead Rs 4000 /- per day of absence.
3 System Administrator (SA)
Rs 2500 /- per day per absent resource. At least one SA resource is required to be present, else penalty of Rs 3000/- per day shall be levied on both the SAs.
4 Database Administrator (DBA)
Rs 2500 /- per day per absent resource. At least one DBA resource is required to be present, else penalty of Rs 3000/- per day shall be levied on all DBAs.
5
Java/ Oracle Database Developer
Rs 2000 /- per day per absent resource. At least three developer resources are required to be present, else penalty of Rs 1500/- per day shall be levied on all absent developers.
6 Tester Rs 2000 /- per day of absence.
7 Training Manager cum Technical Writer
Rs 1500 /- per day of absence.
8 Manager-Finance Rs 1000 /- per day of absence.
9
Helpdesk Manager
Rs 1000 /- per day per absent resource. At least one helpdesk manager is required to be present, else penalty of Rs 1500/- per day shall be levied on all absent helpdesk managers.
10 HelpDesk Resources
Rs 500 /- per day per absent resource. At least six Help Desk resources are required to be present else penalty of Rs 1000/- per day shall be levied on all absent Help desk resources.
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In case of non-availability of more than 10 resources in a day deployed as O&M Team for 5
days in a month, payment due for that quarter shall not be made. Additionally, penalties as
mentioned above for non-availability of resources (as applicable) shall be levied.
g.iv) Penalty for attrition of key resources during O&M period: The service provider
shall make sure that the key personnel involved in the development, operation and
maintenance of the software solution are designated to the project for the entire project
duration. In case, any key person listed below leaves the project without one month‘s
notice and approval from RISL, the following penalties shall be applicable:
Table 6.6: Penalty for attrition of key resources during the O&M period
S.No. Resource Type Penalty
1 Project Manager Rs 50,000/- on second change and thereafter on every change.
2 System Administrator Rs 30,000/- on second change and thereafter on every change.
3 Database Administrator Rs 30,000/- on second change and thereafter on every change.
4 Team Lead Rs 30,000/- on second change and thereafter on every change.
5 Java/ Oracle Database Developer/ Tester
Rs 25,000/- on second change and thereafter on every change.
6 Manager-Finance Rs 2500/- on second change and thereafter on every change.
7 Training Manager cum Technical Writer
Rs 2500/- on second change and thereafter on every change.
8 Helpdesk Manager Rs 2500/- on second change and thereafter on every change.
9 HelpDesk Resources Rs 2500/- on third change and thereafter on every change.
h) The review committee shall thoroughly examine the case before calculation of penalty and
reasons thereof. Delay in performance/ delivery of services for reasons non-accountable to
the selected bidder or due to reasons beyond control, may be dealt with accordingly.
i) The maximum total penalty in any quarter (excluding non-availability of deployed
manpower/resources/ personnel) shall not be more than 20% of the total amount due for the
quarter. Imposition of penalties amounting to 20% of the quarterly contract value for a
continuous period of 2 quarters shall be treated as non-performance and beyond which the
tendering authority may initiate action as per RFP terms and condition for breach of SLA if not
satisfied with the response given by the selected bidder for reasons thereof. The tendering
authority may also forfeit the PSD and also debar the service provider from bidding (for all
types and form of bids) for at least three years in RISL and DoIT&C.
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ANNEXURE 1: Phase wise distribution of modules to be developed under eMitra
Software Solution
Key Modules
Functionality Description Phases
User Management
For multiple stakeholders associated with eMitra Project: PUBLIC USERS: [CITIZENS (Online User / Offline user via Kiosk) / m-Citizen] These types of users will be created by themselves or by the kiosk holders. The roles and rights will be auto assigned to them. Public users shall be facilitated with O-Authentication to login through Google/Facebook/Twitter and thus creating profile in the application Closed User Group (CUG) USERS: Their roles and rights will be managed by the Admin.
a) eMitra service provider – Local Service
Provider (LSP)/ Service Centre Agency(SCA)
b) Kiosk Holders c) Line/Participating Departments / 3rd Party
Service Providers (e.g. CSC SPV) d) Governing Bodies (RISL/DeGS, etc.) e) All Gateway‘s (Banks, e-GRAS, IFMS,
Aggregators, SMS, e-Sanchar, Email) f) Super Admin All users in the system shall login based on Single Sign On (SSO) theme wherein the user having multiple roles shall be maintained by the SSO. SSO will authenticate and authorize the user and displays the roles assigned to him/her. The various sub-modules will be – a) User creation (citizen) –interface to
citizens for creation of profile/login b) Create/Edit Citizen Profile c) Personalization of Citizen profile d) Document Repository containing
documents uploaded by public user or CUG user (linking of documents to the end-citizen and re-use thereafter)
e) Change Password f) Forgot Password g) Creation/Management of Kiosk Portal ID –
with bulk user creation for multiple operators and admin account
h) Activation / deactivation of Users i) LSP User - Creation/Modification j) Create/Manage department users k) Create /Modify Closed User Group (CUG)
Phase-I; excluding digital signatures
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l) Assign/Revoke Role to/from users m) Assign/Revoke Additional Rights to/from
User n) User Activity Management – including
blocking particular action and monitoring any activity as per parameters/roles defined.
o) Registration of Digital Signatures (Token) – for signing the documents
p) Feedback
Service Management
1. Service Delivery Interface (SDI): This is the front-end application which is accessible by citizens and kiosk holders for availing various types of services such as Application, Utility Bill payments etc.
2. Service Processing Interface (SPI): This is a back-end application which is accessible by CUG for processing the online service requests received from citizens or kiosks and disposing them online.
Version of services shall be maintained to record all changes after publishing service for delivery. To define and manage Services, various sub-modules are -
a) Service Type Definition / Management b) Service Creation / Management : With
Versioning on each modification c) Service Rate / Commission Rate
Configuration Management d) Service Form definition / Management e) Service Data Input Definition /
Management f) Service Data Output Definition /
Management g) Service Output Template Definition /
Management h) Service Default Destination
Configuration / Management i) SMS/Email/IVRS Configuration /
Management j) Service Commission Source
Configuration / Management k) Service Commission Distribution
Configuration / Management l) Legal Liabilities (ST/TDS) Configuration
/ Management m) Fund Collection Transfer (to Line
Department ) Destination Configuration / Management
n) Service Payment Type o) Service Payment Mode Configuration /
Management p) Configuration of Digital Signature for a
Phase-I; except delivery based services(e-Form)
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service / Management q) Upload / Management e-Form (online
& Offline) r) Service delivery timeline Configuration
Management s) Penalty Configuration on delays in
service disposal t) Upload Printable Form with versioning u) Add Service Guidelines with versioning v) Service Delivery Rights Management w) Service Jurisdiction Mapping x) Service Enclosure Mapping y) Service Status Mapping z) Service Escalation Matrix
Portal Admin management
This module covers the following administration components: 1. LSP Management
a) Create LSP b) LSP – District Mapping c) Activate / deactivate LSP d) Mapping of LSP users with LSP e) Inventory Management
2. Portal Management a) Department Designation Mapping b) Department Service Mapping c) Assign Post to Department Users d) Assign Service to Post e) Remove User from Post f) Batch Mode Service Output Structure
definition g) Batch Mode Service Input Structure
Definition h) ETL Tools i) Display of updates interface j) Search k) View Form l) Inbox of User logged in m) Digital Signature n) Escalation Matrix
3. System Management: It involves creation of masters in the system such as department, office, designation, post, service, district, tehsil, village, bank etc.
4. Feedback Management: Includes receiving, reviewing and responding to the feedback provider.
5. Server Management 6. DR Site Management 7. Backup Management
Phase-I; excluding - Feedback
Management - Inventory
Management - Escalation
Management
e-Form e-Form shall be generated using: Phase-I; excluding e-
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Generation 1. Adobe® Digital Enterprise Platform which shall be integrated with e-Mitra and shall be made available at SDI along with all the validations.
2. Form builder generation module in the e-Mitra application that shall have library of basic validations.
E-Forms shall be made available in both online & offline mode. Customized form level validations are also applicable over the e-Forms (for e.g., service fee can be different for different categories like general, OBC etc)...
Form based services
Transaction Management
The service request filled by the applicants is called a transaction. Following sub module defines understanding the Transaction Management module in a better way:
a) Apply Online Service b) Make Payment c) Check Status of transaction d) Change Application Status e) Scan & Upload Service Delivery Output
of service applied f) Generate Digitally signed Service
Delivery Output g) Download /Print Service Delivery
Output h) Mark to different Department/Office
/Department User i) Change Service Output j) Cancel Service Output k) Verify Service Output l) Citizen Reply on one-on-one
transaction/service request m) Department Reply on one-on-one
transaction/service request n) Search Interface – track transactions
done by user o) Cancel Service Request p) Refund payment after service request
cancellation q) Correction in service request r) Mark DD/Cheque Clearing as Cleared /
Dishonoured as per Bank statement s) Reconcile Failed Transactions t) Tracking Transaction Life-cycle u) Tracking Service Delivery life cycle
Phase-I; excluding delivery based services - Change Application
Status - Scan & Upload
Service Delivery Output of service applied
- Generate Digitally signed Service Delivery Output
- Download /Print Service Delivery Output
- Mark to Office /Department User
- Change Service Output
- Cancel Service Output
- Verify Service Output - Citizen Reply on one-
on-one transaction/service request
- Department Reply on one-on-one transaction/service request
Financial Management
This module deals with managing the financial aspect w.r.t a transaction and related stakeholders. It is further categorised into following sub modules:
I. e-Wallet Management: e-wallet (just
Phase-I
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like bank account) contains pre-paid and post-paid account of stakeholders. Interface for managing e-Wallet with functions like – account statement, make payment, fund transfer, receive payment, etc. e-Wallet shall be configurable for all the stakeholders.
II. Fund transfer: interface to be provided to the stakeholders for their nomination transfer of funds collected through transactions to centralized pool account as per definition, receiving the funds and sending/ receiving acknowledgement
III. Service wise MOU/agreement Management – defining service based SLAs for stakeholders.
IV. Service SLA Management & Monitoring
V. Penalty Calculation for late payments VI. Management of Legal liabilities such as
service tax, TDS, etc. VII. Invoice Generation on Commission
payout to stakeholders VIII. Commission Disbursement to
stakeholders IX. Revenue Collection Register (RCR)
Management (Kiosk/LSP) X. Payment to Line Departments XI. Track Transaction payment Settlement
life cycle XII. Reconciliation of fund transfers/
Receipts/ Collections/ Bank Accounts/ Payment Gateway/ payment to departments, etc.
* Financial Accounting shall be based on
Double entry accounting system
Version Control, Archival & Retrieval
Version control, Archival & Retrieval for managing changes of the following is needed:
a. Source Code b. Critical Master Data: Reporting should
take correct version of master data and provide accurate results.
c. Transactional Data: Based on departmental policy, transactional data should be migrated from LIVE to ARCHIVAL tables and also ensure archival data retrieval for any reporting.
Phase-I
Back-up & Disaster Recovery (DR) Management
Backup of operating system, database and application as per the Department‘s policies
Real-time monitoring, log maintenance and reporting of backup status on a regular basis.
Phase-I
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Restoration of back up requests.
Installation & configuration at Main Site & DR site both.
Synchronisation of source code & database at Main Site and DR Site.
Integration with gateways
The selected bidder shall integrate the following gateways at various stages/status of the service request with the e-Mitra application software:
- Service Delivery Gateway/ESB ( all the transactions made through SDI & SPI shall be routed through the gateway)
- Payment Gateway (various Banks, Aggregator)
- Email - SMS - Voice (e-Sanchar)
Feature to configure multiple gateways and use them simultaneously as per load on system.
Phase-I
Exception Reporting / Alerts
Module to raise exceptions in form of reports/ SMS/email alerts for the following cases –
a. Data – wrong or not as per business rules
b. Process – process not followed in sequence or anything missing in process
Phase-I
Kiosk management
Includes complete cycle right from registration of a kiosk on e-Mitra portal to inspection, certification, till final creation of user credentials on portal and activation of kiosk on portal. Closing/Withdrawal of Kiosk, Migration of kiosks, kiosk search, Online Monitoring Tool (OMT) creation, etc. shall also be covered under this module.
Phase-I
Grievance Management
An interface for department users to transfer grievances received from following sources:
a. Service Delivery Interface (e-Mitra) or
b. Raj Sampark Portal. In case, the grievance is received from SDI, it should be routed to Raj Sampark portal also for monitoring. An entire module for changing the status of the grievance and sending respective output to the source (if any) corresponding to the grievance.
Phase-II
Security, Authentication
The selected bidder shall ensure implementation of e-SAFE (e-Governance Security Assurance Framework Guidelines for
Phase-II
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implementation of Security Controls), e-Pramaan and other frameworks issued by DeitY, GoI from time to time while design & development of the application software.
Inventory Management
Inventory module will be used to manage inventory of stationery, other items of consumable or non-consumable nature. The system should be able to take care of following things:
a. Item management with prime characteristics
b. Supplier/s management c. Issue/Receipt of items to
kiosk/office/stake holder with payment d. Returning of item to suppliers/from
kiosk/office/stake holder, etc e. Party Ledger, Item Ledger, MIS
Reports, Dashboard
Phase-II
Document management system
Document management system (IBM Filenet) which shall be integrated with the e-Mitra Software solution will take care of all the documents uploaded in system –
a. Stakeholders documents b. Managing documents vis-a-vis
transaction. c. Reuse of existing documents in system
to link in new service request. d. Anytime access and retrieval of
documents e. Versioning of documents
Phase-II
e-Mitra Mobile Application
The selected bidder shall have to ensure compliance with mobile applications best practices and Framework for Mobile Governance issued by DeitY, GoI while design and developing the mobile based application of the e-Mitra Software solution.
Phase-II
Report Server A separate report server / database shall be built to serve reporting needs of users. Interface for setting frequency for pushing the data in respective tables in the reporting database shall be required.
Phase-II
Data Warehousing, ETL Tool, & Data Mining tool
Data Warehousing: Building Data warehouse will be an integral part of new e-Mitra. Data warehouse will be built from LIVE database & data from disparate sources through ETL tools. Data warehouse is to provide improved access to information, fostering better and more informed decision-making. ETL Tool:
Phase-II
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The solution should include an ETL tool that can be used to extract, transform and load data from disparate source systems and perform the necessary transformations to establish a common format and build Data Warehouse. The solution should include a Rule based Data Cleansing/Enhancement tool. The solution should have the ability to extract or refresh information directly from within the MS Office application (Excel, PowerPoint and Word) without the need to export from another existing report. Data Mining Tool The solution should include a data mining tool that provides bottom-up, discovery-driven data analysis. The solution should provide data mining algorithms which help discover patterns and uncover business data to reveal hidden trends. The solution should support analysts by creating analytic starting pints including graphs, key performance indicators (KPIs), data grids and advanced visualizations like Decomposition Tree, Performance Map and Perspective View. The solution should support What if analysis. The solution should support Data mining Add-ins to empower end user to perform advanced analysis in MS Excel & MS Visio.
Business Intelligence enabled MIS Reports & Dashboards
MIS Reporting & Business Intelligence (BI) enabled Reports to be generated from Report SERVER/Data Warehouse. Various graphical dashboards & reports for different types of users for all the modules.
Phase-II
Resource Management
Integration of e-Mitra application with resource management software(s) available in SDC. An interface and dashboard to receive alerts /notifications (SMS, e-Mail etc) for exhausting threshold/upper limits of various Key Performance Indicators.
Phase-II
Integration with Third-Party Applications
Following Third-Party applications shall be integrated with eMitra Software Solution on SoA basis:
The services for which Departmental Back-end is available.
Aadhaar
RSRTC, ICICI Prudential, CSC SPV, etc.
Rajasthan Sampark
Citizen Call Centre
Phase-II
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Bhamashah
BPL Database
PAN India
Marudhara Uday (GIS Portal) Third-party application integration module shall be developed on SoA basis, such that RISL shall be able to integrate any third-party application in future on plug-in basis.
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ANNEXURE 2: Resource Deployment
1. Software Solution Development phase: The selected bidder shall deploy minimum following
resources for the development of eMitra Software Solution; within 30 days from the date of
signing of agreement with RISL till Go-live of Phase-II of eMitra Software Solution.
Table Ann 2.1: Development Team
S.No. Role
(Category) No of
Resources Experience
Resource on
Bidder’s Payroll
1 Project Manager (A)
1
B.E/ B.Tech/ MCA or higher degree in IT
Having at least 10 years of post-qualification relevant work experience in design and development of customized IT applications
5+ years of project management experience working through the design, development, release (SDLC) cycle delivering application software projects & should have managed the projects in following technologies: o RDBMS: Oracle (Exadata/ Database
Version 11G or later versions) o Web Technology: J2EE /Advanced,
Java etc. o e-Commerce
Must have good understanding of Government Processes and IT automation initiatives in e-Governance Domain
Mandatory
2 Team Lead (A)
2
B.E/ B.Tech/ MCA or higher degree in IT
Having at least 7 years of post-qualification relevant work experience in design and development of customized IT applications
3+ years of experience in leading a project through the design, development, release (SDLC) cycle delivering application software projects & should have experience in following technologies:
RDBMS: Oracle (Exadata/ Database Version 11G or later versions)/ Web Technology: J2EE /Advanced Java etc/ e-Commerce
Mandatory
3 System Administrator (B)
1
BE/B.Tech/MCA with minimum 4 Years of working experience as system administrator
IBM certified on Websphere Application Server
Mandatory
4 Database Administrator (B)
1
BE/B.Tech/MCA with minimum 5 Years of working experience as database administrator
Oracle certified Database Administrator
Mandatory
5 Java Developer (B)
2
Senior Developer
BE/B.Tech./MCA with minimum 5 Years of development experience in J2EE
Optional
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/Advanced Java
Certification in Java
4
Developer
BE/B.Tech./MCA with minimum 3 Years of development experience in J2EE /Advanced Java
Certification in Java
Optional
6
Oracle Database Developer (B)
1
BE/B.Tech./MCA with minimum 4 Years of experience in Oracle Database development
Oracle Certified Database Developer
Optional
7 Test Lead (B)
1
BE/B.Tech./MCA with minimum 7 Years of testing experience
Must have experience in online & offline testing tools, load testing, regression testing & other prominent black & white box testing techniques
Mandatory
8 Tester (B) 2
BE/B.Tech./MCA with minimum 4 Years of testing experience
Must have experience in online & offline testing tools, load testing, regression testing & other prominent black & white box testing techniques
Optional
Total Resources 15
The above mentioned development team shall work from onsite. The selected bidder shall increase the team size as per requirement and ensure compliance to the prescribed Project timelines. The selected bidder may depute additional resources to work from offshore, if needed. RISL shall provide working space and internet connectivity to the onsite development team. However, the selected bidder shall be responsible for deploying IT infrastructure to be used for application development on its own. The selected bidder shall also submit an HR undertaking on half-yearly basis for mandatory resources to be on its own pay-roll.
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2. Operations and Maintenance (O&M) phase
Table Ann 2.2: Operations & Maintenance (O&M) Team
S.No. Role No of
Resources Experience
Resource on
bidder’s payroll
1 Project
Manager 1
B.E/ B.Tech/ MCA or higher degree in IT
Having at least 10 years of post-qualification relevant work experience in design and development of customized IT applications
5+ years of project management experience working through the design, development, release (SDLC) cycle delivering application software projects & should have managed the projects in following technologies: o RDBMS: Oracle (Exadata/ Database
Version 11G or later versions) o Web Technology: J2EE /Advanced
Java etc. o e-Commerce
Must have good understanding of Government Processes and IT automation initiatives in e-Governance Domain
Mandatory
2 Team Lead 1
B.E/ B.Tech/ MCA or higher degree in IT
Having at least 7 years of post-qualification relevant work experience in design and development of customized IT applications
3+ years of experience in leading a project through the design, development, release (SDLC) cycle delivering application software projects & should have experience in following technologies: o RDBMS: Oracle (Exadata/ Database
Version 11G or later versions)/ Web Technology: J2EE /Advanced Java etc/ e-Commerce
Mandatory
3 System
Administrator 2
BE/B.Tech/MCA with minimum 4 Years of working experience as system administrator
IBM certified on Websphere Application Server
Mandatory
4 Database
Administrator 2
BE/B.Tech/MCA with minimum 5 Years of working experience as database administrator
Oracle certified Database Administrator
Mandatory
5 Java
Developer 1
Senior Developer
BE/B.Tech./MCA with minimum 5 Years of development experience in J2EE /Advanced Java
Optional
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Certification in Java
3
Developer
BE/B.Tech./MCA with minimum 3 Years of development experience in J2EE /Advanced Java Certification in Java
Optional
6 Oracle
Database Developer
2
BE/B.Tech./MCA with minimum 4 Years of experience in Oracle Database development
Oracle Certified Database Developer
Optional
7 Tester 1
BE/B.Tech./MCA with minimum 4 Years of testing experience
Must have experience on Online & offline testing tools, load testing, regression testing & other prominent black & white box testing techniques
Optional
8 Manager-Finance
1
B.Com, PGDCA or higher education in IT
Having at least 7 years‘ experience in handling accounts and fund transfer related procedures in e-Governance domain.
Having knowledge of Tally
Optional
9
Training Manager
cum Technical
Writer
1
Any Graduation with minimum 4 Years of experience in writing manuals/documentation for IT application & preparation of training material for different users
Proficiency in Hindi and English Computer Typing
Knowledge of development & project lifecycle
Optional
10 HelpDesk Manager
2
Any Graduation with minimum 4 Years of experience in managing helpdesk ot handling similar profiles in providing IT related services
Diploma/ certificate course confirming computer/IT literacy (eg. RSCIT)
Proficiency in Hindi and English Computer Typing
Optional
11 Helpdesk
Resources 12
Graduate in any discipline
Diploma/ certificate course confirming computer/IT literacy (eg. RSCIT)
At least 1-2 years‘ experience in IT services
Proficiency in Hindi and English Computer Typing
Optional
Total Resources 29
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ANNEXURE-3 : Technical Architecture of the Proposed eMitra Solution & existing
infrastructure at RSDC, Jaipur
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A. Single Sign-On AAA:
Rajasthan Single Sign-On (SSO) is being built over Microsoft platform and includes the following:
1. Identity Provider: MS-Active Directory Services (ADS) on MS-Windows Server 2012 R2
Standard Edition.
2. SSO Application: MS .Net Framework 4.0 based web application that provides SSO
Application Interface including interface and secure web services for Identity and
Application management lifecycle.
There are three separate containers each for maintaining the Govt. employee identity, Kiosks
identity and Citizen Identity. The entire identity management lifecycle is managed through a
custom .Net web based GUI application and web services. Similarly, the application registration
and role mapping activities are also managed by a custom .Net web based GUI application.
Identity provider is accessible only to the SSO Application and not directly to any legacy
application. Legacy/ proposed applications would interface with SSO Application only.
Process Flow: It is proposed that Rajasthan State Portal (http://www.rajasthan.gov.in) would be
the single entry point for all web applications. Citizens/ Kiosks/ Govt. employees/ other users
would click on ―Sign-In‖ at State Portal and would land on SSO Login interface. Only upon
successfully authentication (MS-ADS), the end-user would land on the SSO Application wherein
he would see a list of all the SSO-enabled applications. Once the authenticated user clicks on any
application under the SSO Application, his role/ acess to that application is validated with MS-
ADS and depending upon his role, access is denied/ granted to that application with the set of
privileges mapped to the assigned role by that application. The user, after having finished his/ her
work with the application, can go-back to SSO Application to select another application or directly
Logout from the existing application.
The SSO application would also enable an authenticated user to review/ update his profile (self-
service) using the SSO application. The audit trail of all the actions performed by an authenticated
user on Rajasthan SSO would be maintained in a separate database.
It is important that none of the existing legacy applications/ proposed applications would have
native user management module and would use only Rajasthan SSO for same. However,
application may have its own GUI for user management which would consume the SSO
Application and its web services for identity management, authentication and SSO.
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B. IBM PureApp and IBM Software products:
Item No. 1: IBM Pure Application System W2500-96m x86
Particulars Description
Hardware with system software
Compute
Processor (per Blade) 2x8 core, 2.6GHz Intel Ivy Bridge EP processor
# Compute nodes (Blades) 6
Compute Node Dual Processor, 16-core, 256GB memory
Memory/Compute Node 256GB (8 - 2x16GB, 1066 MHz, DDR3, LP RDIMMS(1.35V))
Network cards/Compute Node
1 x EN4054 – 4 port 10Gb Ethernet Mezz Adapter
Fibre cards/Compute Node 1 x FC 3172 - 2 port 8Gb Fibre Channel Mezz Adapter
# Cores 96
Memory 1.5 TB
Storage
Solid State Drive (SSD) 6 x 400GB 2.5 in. SSD (E-MLC)
Hard Disk Drive (HDD) 40 x 600 GB 2.5 in. 10k HDD
Storage Controller Redundant dual-active highly available intelligent V7000 disk controllers
Storage Expansion Redundant dual-active highly available intelligent V7000 storage expansion
Total Storage SSD 2.4 TB unformatted / 1.6 TB usable
Total Storage HDD 24.0 TB unformatted / 21.6 TB usable
Network
Top of Rack Switches (TOR) BLADE Network Technologies TOR G8264 switches for Customer Data Center & Rack to Rack communications
Transceivers 10GbE Fibre Direct Attach Cabling (DAC / Twinax)
Chassis Network / Chassis 2 x EN4093 – BNT 10GbE
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Fibre / Chassis 2 x FC5022– Brocade 48 16GbFC
Chassis 1 x Accipiter Chassis
Power Power Distribution Unit (PDU)
4 x 30A 1ph or 4 x 32A 1ph
Mgmt. Management Nodes 2 x PureSystems Manager (PSM)
2 x Virtualization System Manager (VSM)
Licensing PVU licensing 70 PVUs per core
Rack Rack 2.0 M 19‖ Enterprise Rack
Full stack monitoring (hardware, OS, entitled middleware)
Virtualization & virtualization management
Tooling for creating patterns
Particulars Description
Virtual System Patterns
• IBM OS Image for Red Hat Linux Systems v2.0.0.3 (RHEL 64-
bit v6.3)
• IBM WebSphere Application Server Hypervisor Edition
v7.0.0.29 with IMP (WAS 7.0)
• IBM WebSphere Application Server Hypervisor Edition v8.0.0.6
with IMP (WAS 8.0)
• IBM WebSphere Application Server Hypervisor Edition v8.5.5
with IMP (WAS 8.5)
• IBM DB2 9.7 FP8 Enterprise Server Edition HV*
• IBM DB2 10.1 FP2 Enterprise Server Edition HV*
• IBM DB2 10.5 Advanced Workgroup Server Edition HV*
• Automation Framework HV (for migrating applications)
Virtual Application Patterns
• Java Pattern v1.0.1 (64-bit Java 7 SDK)
• IBM Workload Deployer Pattern for Web Applications
v1.0.1 (with WAS v7)
• IBM Web Application Pattern v2.0.1 (with WAS v8)
• IBM Transactional Database for Cloud v1.1.0.7 (DB2 9.7
FP8, 10.1 FP2 & 10.5)
• IBM Data Mart for Cloud v1.1.0.7 (with DB2 9.7 FP8, 10.1
FP2 & 10.5)
Item No. 2: IBM Case Foundation
Particulars Description
IBM Case Foundation V5.2 includes
• IBM FileNet Content Manager
• IBM FileNet Case Analyzer
• IBM FileNet Process Designer
• IBM FileNet Case Monitor
• IBM FileNet Process Simulator
• IBM FileNet Connector for Microsoft Visio
• IBM FileNet eForms for P8
• IBM FileNet P8 Platform: Content Platform Engine and Application Engine
Additional bundled IBM software components with
• IBM Forms V8.0 • IBM Cognos® Real-time Monitoring V10.2
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limited use license terms • IBM DB2 Enterprise Server Edition V10.1 • IBM DB2 Enterprise Server Edition V9.7 • IBM WebSphere® Application Server V8.5 • IBM Tivoli® Directory Server V6.3
Item No. 3: IBM Integration Bus
Particulars Description
Data formats supported Standards-based formats (such as XML, DFDL, and JSON), industry formats (such as HL7), and custom formats
Range of operations Routing, filtering, enrichment, multicast for publish-subscribe, sequencing, and aggregation
Item No. 4: IBM Datacap Taskmaster Capture
Particulars Description
Number of Users 50
C. Oracle Exadata and Oracle Database Products
Item Cores
Software :
Oracle Database Enterprise Edition Processor Based for Exadata 48
Oracle Diagnostic Pack Processor Based for Exadata 48
Oracle Tuning Pack Processor Based for Exadata 48
Oracle Real Application Cluster Processor Based for Exadata 48
Oracle Partitioning Processor based for Exadata 48
Oracle Database Vault Processor based for Exadata 48
Oracle Audit Vault and Database Firewall Processor based for Exadata 48
Oracle Advanced Security Processor based for Exadata 48
Oracle Cloud Management Pack Processor Based for Exadata 48
Oracle Life cycle Management Pack Processor Based for Exadata 48
Oracle Exadata Storage Software
Hardware :
Oracle Exadata Database Machine X4-2 Quarter Rack HC Disks Database Server - 2 nos. Storage Server - 3 nos. Infiband Switches - 2 nos.
Media Server For Backup 2 x Intel Xeon E5-2609 v2 @ 2.5 Ghz quad core 64 GB RAM 5 Disk of 4 TB 720 rpm SAS-2 HDD each (RAID -5) Redhat Enterprise linux
8
Platinum Server For Remote Support 2 x Intel Xeon E5-2609 v2 @ 2.5 Ghz quad core 48 GB RAM 6 x 300 GB Hard Disk Drive Oracle Enterprise Linux
8
EM 12c cum Audit Server 2 x Intel Xeon E5-2630 v2 @ 2.6 GHz hexa core
12
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96 GB RAM 4X600 GB Hard Disk Drive Oracle Enterprise Linux , Oracle VM
D. eForms: AEM (Adobe Experience Manager) Form Server 6.0
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ANNEXURE-4: FUNCTIONAL REQUIREMENTS SPECIFICATION
The functional requirement specifications stated below are the minimum features that the
software solution suggested for eMitra should have. This indicative functional requirement has
been provided here to be used by the Selected Bidder towards development of detailed SRS and
successful implementation of the project. The System Integrator/ Implementation Agency
(SI/IA) shall develop the System Requirement Specifications (SRS) documents where all
the processes, procedures and existing templates should be studied in detail by the SI/IA. SI/IA
should in dependently design the solutions as may be required to support the business
operations. The SI/IA shall be required to coordinate with RISL for the detailed system study
and interact with different stakeholders of the project for preparation of SRS and related design
documents.
The eMitra Software Solution is conceptualized to include following:
Service Delivery Interface – A front-end web application accessible over the internet by
the public users (Citizen, LSPs, Kiosks, other Govt. & Business users) across the state
through separate logins & functionalities relevant to them for availing various services.
Citizens or other users can obtain information related to eMitra from the web portal without
any login.
Service Processing Interface This back-end application would be accessible by
department users for processing the online service requests received from citizens or
kiosks and disposing them online.
eMitra Team shall have a login in the web-application for performing different
functionalities.
GATEWAY ( Service Delivery ,, Payment ,
SMS , e - Sanchar, e-Maill
.)
Service Delivery Interface
Service
Processing Interface
User Management Service Management
PORTAL ADMIN MANAGEMENT
SINGLE SIGN ON
Financial Management
Kiosk Management Transaction
Management
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Based on the requirements of services envisaged for automation of eMitra under current
scope of project, the core and non-core functional components that are envisaged for eMitra
Software Solution are described below:
eMitra Application:
Thin application, to be run on low bandwidth (64 kbps/ GPRS) for basic services like Offline
form filling, Bill Payment, depositions of dues, etc. (except services having work flow based
processing). Out of targeted 20,000+ kiosks in the state (concurrent users – 5000+), about
10,000+ kiosk are expected to use thin application for transactions. The thin application
must complete entire transaction life cycle within 30/40 sec time limit and should be able to
run on mobile (android, Windows, ios) devices and PoS machines also.
Thick application having complete workflow based application, back-end integration with
concerned service providers/ third-party applications, etc. Online application services to
have offline form filling facility.
Mobile Application
Functional Requirements: As mentioned at Annexure 1, modules wise details of functionalities
are given as below:
A. Service Management
Service is a facility to the citizens/business/government/ govt. employees etc. for availing benefits
offered by the Government. Detail of various types of services in the system is given below:
Type of Services
a. By Fund Consume Method: Pre-paid & Post-paid
b. By type of Processing Method:
i. Application Based Services
1. e-Form based without any deliverables: eg: Tenant Verification
2. e-Form based with deliverable
a) Template Based Digital Signed document delivery: eg: Bonafide Certificate,
Caste Certificate, Police Verification, etc.
b) Template Based Multi-Digital Signed single document delivery: eg: Land Patta,
etc.
c) With or without Template Based- Scanned document delivery (with or without
digital signature/s)
ii. Payment based services:
1. Demand/Utility Bill:
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a) Real time integration with back-end (through web-service): DISCOM, Dish TV,
Registration of OPD Patients for SMS hospital, Food- registration & Licensing
Fee deposition services, BSNL, PAN Card
b) Batch mode integration with back-end (Data exchanged Offline between e-Mitra
& respective dept): BSNL landline, mobile, etc.
c) No integration (Billing data not available) – PHED, airtel, etc.
2. Fee Collection type of service
a) Fee Payment @ e-Mitra (Token) then form filling at respective back-end
application e.g. RPSC, UoR
b) Form Filling at respective back-end application then Payment @ e-
Mitra(Token): e.g. JDA, BSER, RUHS, RTI
3. 3rd Party Services through e-Mitra Authentication: RSRTC, CSC SPV
iii. Grievance Registration & Redressal (integration with Rajasthan Sampark Portal)
iv. Benefit Disbursements (integration with Bhamashah Application)
Service Management – Sub Modules
S. No. Sub-Module Name Description
1. Service Type Definition To define different type of services available under eMitra service basket
2. Service Creation/ Management
User interface for service creation and define service name, selection of owner and delivery department/s, category and type of service, service related dates (To and From Date), service wise payment modes allowed, service availability modes such as available to Internet user, Mobile user, Kiosk, etc.
Version control on each and every change.
3. Service Form definition/Management
For defining service related parameters, like: web form/ e-form/ user identification fields only (captured in the profile), enclosures required (Mandatory/Optional) - based on the parameters defined in the service form.
4. Service Data Input Definition/ Management
Where a service requires any data input, like:
a. Pre-filling of data from source back-end in e-Mitra database
b. Data Fetching from 3rd party back-end (Real Time)
5. Service Data Output Definition/ Management
Where a service has any data output, like:
For Applicant
a. Template based Output
b. Service wise customized receipt configuration
For Departments
c. Linking with 3rd party applications (updation in the third party back end on real time basis)
d. Transactional data transfer in batch mode (as defined by concerned dept)
6. Service Output Template Definition / Management
An interface to define the output format for service delivery to the applicant and further configuration, if required (like in case where the o/p is to be printed on pre-printed stationery).
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7. Service Default Destination Configuration/ Management
Destination of the service means transaction would flow either to the e-Mitra back-end (departmental user) or it would flow to third party application. Configuration shall include providing the correct destination URL.
8. SMS/Email/IVRS Configuration/ Management
Configuration of the notification w.r.t. a service through SMS/Email/IVRS etc. at various stages/statuses of the transaction.
9. Service Rate / Commission Rate - Configuration Management
Interface for defining the revenue head wise service fees and commission charges.
10. Service Commission Source - Configuration/ Management
To define/ configure source of commission for a service; to be collected from:
a. Department (generally excludes Service Tax)
b. Public (generally includes ST)
* Service tax could be included or excluded in the commission
c. Other Stakeholder
Complete configuration for legal liabilities like TDS, Service Tax, etc. (inclusive/ exclusive) is also to be done.
11. Service Commission Distribution Configuration/ Management
To distribute commission for a service to the stakeholders evenly or unevenly (as per service wise commission configuration).
Service wise configuration of commission charges as per defined share (ratio) for various stakeholders. Eg: for many services the commission is distributed between RISL and LSP in the ratio of 20: 80. The 80 % share of LSP is further distributed in the ratio of 25:75 between the LSP and the kiosk owner.
Feature to configure different commission distribution ratios as per Division or District, LSP / Kiosk, Service or Department
All these ratios and levels are fully configurable and system can go up to ‗n‘ level
Commission rate could be fixed amount, fixed percentage, collection range based percentage, collection range based fixed amount etc.
12. Legal Liabilities (ST/TDS) - Configuration/ Management
With each service various legal liabilities like Service tax, TDS etc. are to be configured and their configuration should also be customizable for Division or District, LSP / Kiosk, Department/Service.
13. Fund Transfer Destination - Configuration/ Management
To define/ configure Bank Account details of line departments, Identification of office level for payment to line department (State, District HQ, Sub-Div Group, Sub-Div etc), Terms of payment (T+n Days), interest/ penalty (due to late payment) calculation configuration, etc.
14. Service Payment Mode -Configuration/ Management
For configuration of various Payment Modes such as Cash, Cheque, Net Banking, Credit, Debit cards, Challan, etc. at different delivery channels.
15. Configuration/ Management of Digital Signature for a service
Configuring digital signature for delivery of digitally signed Service output.
16. Upload / Management of e-Forms (Online &
An interface to upload e-forms (Online & Offline) in both Hindi & English language with respect to a service.
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Offline) The offline e-form should have client side validations and master data available when downloaded. This form should be fillable and when user uploads the offline e-form, it should behave as online form.
17. Service delivery timeline Configuration Management
Allows configuration of delivery time for a service at different levels and based on priority of service. The service delivery time shall also take care of the government holidays. The delays shall be counted beyond the service delivery time for a service.
18. Penalty Configuration on delays in service disposal
For the delays, penalty can be configured at different level of stakeholders for delay in service delivery
19. Upload Printable Form with versioning
Allows the user to upload the printable Forms for all the services. Option for both Hindi & English language.
20. Service Delivery Rights Management
Allows activation/deactivation of a service for Office /District /LSP /Kiosk, etc. for a duration.
21. Service Jurisdiction Mapping
Service Jurisdiction i.e. availability at different levels of hierarchy (Division/district/tehsil, etc), Service Delivery level definition.
22. Service Enclosure Mapping
Allows configuring enclosures (optional/mandatory based on form fields) for a service.
23. Service Status Mapping Configuring status of a service and mapping the posts /designation w.r.t. to a status
24. Service Escalation Matrix
Configuring service wise escalation through SMS/e-Mail/IVRS at Office/Department/District etc.
25. Add Service Guidelines Allows the user to add the service guidelines of a service of a Department which should also be downloadable. Option for both Hindi & English language.
26. Service Versioning Any changes in the service configuration shall be maintained in the history and a new version shall be created.
B. User Management
eMitra being a multi-stakeholder project, it is of paramount importance to manage all stakeholders
as per their roles and responsibilities. An indicative list of users to be defined in the e-Mitra system
is as follows:
PUBLIC USERS: This type of users will be created by self or by kiosk holders. The roles and
rights will be auto assigned to them. Public users shall be facilitated with O-Authentication to login
through Google/Facebook/Twitter and thus creating profile in the application.
a. CITIZENS (Online User / Offline user via Kiosk) / m-Citizen
CUG USERS : These type of users will be created by the ADMIN. The roles and rights will be
managed by the Admin.
a. e-Mitra service provider – Local Service Provider(LSP) /Service Center Agency(SCA)
b. Kiosk Holders
c. Line/Participating Departments / 3rd Party Service Providers (e.g. CSC SPV)
d. Governing Bodies (RISL/DeGS etc)
e. Payment Gateway (Banks, e-GRAS, IFMS, Aggregators)
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All the users in the system shall login based on Single Sign On (SSO) theme wherein the user
having multiple roles shall be maintained by the SSO. SSO will authenticate & authorize the users.
User Management – Sub Modules
S No
Sub-Module Name Description
1. User creation (citizen) An interface to create citizen profile/credentials for accessing the application and making transactions.
2. Create/Edit Citizen Profile Interface for creating/editing profile of a citizen such as name, dob, email id, mobile, login-id, password, address (district, tehsil, village, urban/rural, ward-no), Aadhaar no, bhamashah no, EID No., secret question/ans, religion, caste etc.
3. Personalization of Citizen profile
An interface to personalize the citizen profile based on the interest such as scholarship/sports/subsidy etc based services and receiving notifications accordingly
4. Document Repository Allows user to upload relevant documents in the profile repository (linking of documents to the end-citizen and re-use thereafter)
5. Change Password Allows user to change the existing password of the user
6. Forgot Password Allows user to generate the new password if the user is unable to recall the password set for the user id.
7. Creation of Kiosk Portal ID:
After certification of kiosk profile, credentials will be created for Kiosk Admin/User. An interface to generate Kiosk Ids based on the kiosk profile.Users shall also be created in bulk.
Intimation to LSP: Auto generation of Email alongwith all the UserIds/Password of Kiosk created to LSP / Kiosk (registered email id to Kiosk or LSP as per configuration)
8. Activation / deactivation of Users
An interface for:
1. Marking of activation or de-activation of Users by authorized officer
2. Recording of source / documents for activation/de-activation request
Audit trail of activation/deactivation by authorized user
9. LSP Users Creation/Modification
An interface to create LSP users like:
Users Roles/Activity
State Coordinator For creation of Kiosk in all the districts
District Coordinator For creation of Kiosk in particular district
Fund Manager Manages Fund for LSP/Kiosk- credit limit allotment/withdrawal
LSP Admin Edit Kiosks, Manage Kiosks Service, Active/deactivate kiosk
10. Create/Manage department users
To create following type of department users
Government User
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Non-Government User
While creating the users, default role type (set of defined activities) is assigned to them.
11. Create /Modify Closed User Group (CUG)
An interface to create a CUG, a closed group of users within an office.
12. Assign/Revoke Role to/from users
An interface to assign/revoke role to or from specific users in addition to the role already assigned to them.
13. Assign/Revoke Additional Rights to/from User
An interface to assign/revoke rights to or from specific users in addition to the rights already assigned to the user
14. User Activity Management
An interface to add/delete role/ activity for a particular user.
15. Registration of Digital Signatures(Token)
An interface to register digital signatures (token) for a user.
C. Transaction Management
Any service request filled in by the applicant where a unique acknowledgement ID is generated
on eMitra application is referred to as a transaction.
Following sub modules broadly defines the functionalities under Transaction Management module:
# Sub-Module Name Description
1. Apply Online Service An interface to make a transaction for a desired service , fills the e-Form
(in both offline and online mode) and make payments. Option for partially submit the application and filling e-Form at later time.
2. Make Payment Payments can be made through payment gateways or payment
aggregator wherever applicable as per the configuration.
3. Check Status of transaction
An interface to check the current status and entire history of the transaction made having used the unique transaction ID.
4.
Change Application Status
An interface to department officials for changing the status of the transaction like Application Pending, Approved On Hold or Rejected etc
5.
Scan & Upload Service Delivery Output
Interface for department user to upload the manually prepared certificate/service delivery output which is scanned and uploaded. Option to Digitally Sign the certificate should be configurable while creating the service.
6. Generate Digitally signed Service Delivery Output
Interface for department user to generate the service delivery output based on service template definition. Option to Digitally Sign the certificate should be configurable while creating the service.
7. Download /Print Service Delivery O/P
To allow user to download & print the service delivery O/P uploaded/generated by the departmental user. This O/P is in non-editable mode which can be printed on a pre-printed stationery.
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8.
Mark to Office /Department User
Department user can mark the application to a different destination department/ office or within same office to a department user or to a CUG user.
CUG is a closed group of users within an office.
9. Change Service Delivery Output
Allows user to change the service delivery output/ certificate uploaded against a transaction
10. Cancel Service Output This allows user to cancel the service delivery output/ certificate
uploaded against a transaction
11.
Verify Service Output The user visits the portal and searches the service delivery output/Certificate by using the Reference/Certificate number. The output is displayed which can be downloaded and can be printed (only if authorized).
12. Citizen/kiosk Reply on one-on-one transaction/ service request
Allows Citizen/kiosk user to interact with the department user wrt to a transaction.
13.
Department Reply on one-on-one transaction/service request
Allows department user to interact with the Citizen/kiosk users wrt to a transaction.
14. Search Interface An interface to display the transactions made by the Applicant. This also
displays alerts due to actions made on the transactions by either Department User or Citizen/kiosk.
15. Cancel Service Request
Public User can cancel the transaction (depends on the type of service) till it is not submitted to the Department. Additionally, kiosk /LSP users cannot cancel service request after the day close.
16.
Refund payment after service request cancellation
For the transactions that have been cancelled successfully by the user, the payments shall be refunded back to the requestor.
An interface to view the cancelled transactions and initiate refund payment action.
17. Correction in Service Request
An interface to make correction for the allowed fields only in the service request which was successfully submitted.
18.
Mark DD/Cheque Clearing as Cleared / Dishonored as per Bank statement
Interface to mark bank instruments as cleared or bounced.
19. Reconcile Failed Transactions
Screen to reconcile the payment based failed transactions made by any user against the reports from the Payment Gateway. An appropriate action can be taken for such transactions.
20. Tracking Transaction Payment Life-cycle
An audit trail for payment transactions starting from receipt of money from kiosk/citizen till final delivery to the concerned department and distribution of commission to the stakeholders.
21. Tracking Service Delivery life cycle
An audit trail of a transaction capturing who has taken what action along with the time stamp.
D. Kiosk Management
# Sub-Module Name Description
1. Register Kiosk /Edit Kiosk details
An interface to create/register following type of Kiosks:
Departmental Kiosk
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Public Kiosk (under LSP)
The interface should facilitate and capture kiosk owner details including name, address, contact details, qualification, and Kiosk details like geography (district, village, etc), kiosk name, geo locations etc. Building resource (govt building/private), mapping with other monitoring parameters (customized configuration).
Mapping of kiosk with the owner/parent stakeholder- department or LSP.
Option for upload kiosk documents like education qualification, police verification, ID Proof. Agreement etc. which generates a unique VLE ID.
Workflow for approval/certification: All kiosks created under Department need not to go for verification and inspection. Kiosk under LSP will go through Verification/Inspection cycle.
2. Send to DeGS (For Verification)
After registering, LSP will forward the kiosk data for verification to DeGS. All such kiosks due for verification will auto-drop in INBOX of DeGS for further action (Workflow).
Not applicable for Departmental Kiosk – configurable
3. Verification Phase a. Assign for Inspection: DeGS Nodal officer will assign this Kiosk for Inspection to any of the officer under them
b. Inspection & Report Submission- Kiosk Inspecting Officer will check the location, resources, documents with the VLE and submit report (with recommendation)
c. Action for Acceptance or Rejection: After submission of report, Nodal officer or Inspecting officer will take appropriate action : Approve / Return / Reject (Denial) ( With Audit Trail)
d. If Return or Rejected Return back to LSP
e. Certification : If Approved, a certificate will be issued to the Kiosk
(Not applicable for Departmental Kiosk – configurable)
4. Active / In-Active of Kiosk: 1. Request Module: from LSP or DeGS to activate or deactivate particular kiosk
2. Processing module: Marking of activation or de-activation by authorized officer
3. Recording of source / documents with request
4. Audit trail of activation/deactivation by authorized user
5. Mapping of Kiosk with kiosk users
The kiosk type of users shall be mapped with the kiosk/department kiosk created. The kiosk will be allowed to make transaction only after the users are mapped with the kiosk.
6. Renewal of Kiosk Certification Validity of kiosk certification can be renewed online
5. Closing/Withdrawal of Kiosk 1. Withdrawal request from DeGS (optional with LSP Letter)
2. Withdrawal request from LSP / with Kiosk Request
3. Only In-Active kiosk can be closed permanently
4. Only kiosk with Day-Closed can be processed
5. After closing: Transfer of funds available in wallet of kiosk to kiosk Bank Account
6. Advanced Kiosk SEARCH Search option for kiosk through:
LSP
District
Tehsil/Block
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Name
7. Migrate Kiosk Kiosk Migration from one LSP to another: If any Kiosk want to shift from one LSP to another, admin should be able to transfer all master data from old kiosk to new kiosk
8. OMT Creation Registration: on daily basis generation of FLAT file with kiosk created during the day time, the file will be transferred to Concerned 3rd party organization for further action
Installation & Updation in system- On receipt of OMT ID for the kiosk, the software will be installed on PC of kiosk and same ID will be updated in Portal to track all activities
Linking / delinking of OMT Id
E. Portal Admin Management
I. LSP MANAGEMENT
# Sub-Module Name Description
1. Create LSP Interface for creation of LSP capturing following details such as Name of LSP, Contact details, Address, Owner Name, Work order, validity period etc.
a. Profile: Company Name, registration no, registered address, local address of communication, contact person name+ designation + contact numbers, email-id, detail Bank account number (Bank, branch, ifsc, a/c no, ac holder name, address), service tax no, PAN, TAN etc.
b. Contact details: Team members list with District - area concerned
c. department/services authorized to deliver,
d. District /division target kiosk opening allowed,
e. Revenue support allowed with district- amount – transaction limit etc
f. Nomination module for fund flow – how the funds will be routed from kiosk to RISL: either via LSP or directly in RISL account
2. LSP – District Mapping Allows mapping of LSP with District for operations in marked district.
Kiosk for that LSP can only be allowed to open in the mapped districts.
Mapping of Bank Guarantee (G2C & Performance) details configurable for the State or district wise.
% of BG (G2C) to be marked as Credit Limit of LSP should be configurable.
3. Activate / deactivate LSP Allows activation /deactivation of LSP through interface
4. Mapping of LSP users with LSP
The LSP type of users shall be mapped with the LSP created. The LSP will be allowed to operate and manage only after the users are mapped with the LSP.
5. Inventory Management Manages kiosk wise inventory of LSP e.g. pre-printed stationary
II. PORTAL MANAGEMENT
# Sub-Module Name Description
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1. Department Designation Mapping
The department will be mapped with the designation.
2. Department Service Mapping An interface to map service with the department(s) and also map with the designation(s) which will deal with the service at the department level.
3. Assign Post to Department Users
This allows the department users to be mapped with the post created in an office. Pl. note; a user can be mapped with multiple post while a post can be mapped with a single user.
4. Assign Service to Post By Default the services mapped with a designation will be inherited by the posts created under that designation. However, an option to customize the service mapping for a post.
5. Remove User from Post This functionality is to remove a department user from the post mapped to it for e.g. a new official is given a post which is already holding by the other user. To assign post to the new user, it is essential to first remove the existing user from the post. Then new user can be mapped with this post. Since, one post can be hold by only one Department user in the application.
6. Batch Mode Service Output Structure definition
An interface to define the structure of the service output to be transferred in bulk to the owner department in batch mode.
7. Batch Mode Service Input Structure Definition
An interface to define the structure of the service input from source in batch mode.
8. ETL Tools Implementation of ETL tool for extraction, transform, load of data to DB
Advanced Query Builder
Exception monitoring tool to regularly monitor database for any type of exceptions
9. Display of updates interface An interface to define the marquee template on the specific page.
10. Search Interface An interface to display the transactions made by the Applicant. This also displays alerts due to actions made on the transactions by either Department User or Citizen.
11. View Form View Form button to view the e-form filed by the applicant.
12. Digital Signature define different stages where digital signature implementation is done
1. While filing online application, when Registered/CSC user attaches relevant documents
2. While editing an e-form
3. When the service request has been Approved/Closed and the Certificate or Document (if part of the service) needs to be sent to the Applicant
4. Additional Documents are uploaded
5. Citizen replyDepartmental Reply
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13. Escalation Matrix Configuring escalation channel for a service, office, department, district etc. level.
III. REPORTING
# Sub-Module Name Description
1. DashBoard Various graphical dashboards for different types of users.
2. Reports Various types of reports for different types of users such as:
BG/Security Deposited Status, legal liabilities, Commission Configuration, active/inactive LSP/kiosk under LSP etc.
Kiosk based reports
Fund collected report along with penalty calculations
Commission Received based reports
Query Based Transaction Reports for department users
Audit trails of transactions by Kiosk
3. Exception Reporting / Alerts
Module to raise exceptions in form of reports/ SMS/email alerts for the following cases –
a. Data – wrong or not as per business rules
b. Process – process not followed in sequence or anything missing in process
IV. SYSTEM MANAGEMENT : Indicative list of masters to be created in the application
are as folows:
# Master Name
1. Role
2. Banks
3. Bank Branches
4. Bank Account of Stakeholders- LSP& offices, Departments & offices, Kiosks, RISL, DeGS
5. Caste
6. Category
7. Service Type
8. Service Category
9. Revenue Head
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10. Department Types- Department or Administrative Department
11. Category of Department- PSU, Govt Dept, Private etc
12. Department
13. Designation
14. Office
15. Post
16. Jurisdiction Hierarchy
17. Division
18. Districts
19. Panchayat Samiti
20. Tehsil
21. Gram Panchayat
22. Village
23. ILR Circle
24. Sub Division
25. Nagar Nigam
26. Ward
27. Payment Mode
28. Payment Mode Types
29. Title
30. Gender
31. Marital_Status
32. Mother Tongue
33. Occupation
34. Relationship
35. Relation Type
36. Religion
37. Salutation
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38. Enclosure Group
39. New Administrative Jurisdiction Level
40. Administrative Jurisdiction Type
41. District- Holiday
V. OTHER
Resource Management Integration of e-Mitra application with resource management software(s) available in SDC. An interface and dashboard to receive alerts /notifications (SMS, e-Mail etc) for exhausting threshold/upper limits of various Key Performance Indicators for following type of resources: --
Web Server
Application Server
Database Server
Network Infrastructure
Feedback Management Interface for sending, receiving, reviewing and responding to the feedback provider.
Inventory Management Inventory module will be used to manage inventory of stationery, other items of consumable or non-consumable nature with minimum following functionalities:
a. Item management with prime characteristics
b. Supplier/s management
c. Issue/Receipt of items to kiosk/office/stake holder with payment
d. Returning of item to suppliers/from kiosk/office/stake holder, etc
e. Party Ledger, Item Ledger, MIS Reports, Dashboard
Grievance Management An interface for department users to transfer grievances received from following sources:
a) Service Delivery Interface (e-Mitra) or
b) Raj Sampark Portal/ CCC.
In case, the grievance is received from SDI, it should be routed to Raj Sampark portal also for monitoring.
An entire module for changing the status of the grievance and sending respective output to the source (if any) corresponding to the grievance.
F. Financial Management
I. Fund Transfer: An interface provided to users to transfer funds from their bank account to
their e-Wallet available in e-Mitra Application.
# Sub-Module Name Description
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1. e-Wallet Management e-wallet (just like a bank account) to maintain a pre-paid and post-paid account of stakeholders, an interface for managing e-Wallet with functions like – account statement, make payment, fund transfer, receive payment, etc. e-Wallet shall be configurable for all the stakeholders
2. Configuration for Fund Flow
Used define the path for transfer of funds from one stakeholder to another. After successful fund transfer (using payment gateway), equivalent amount/credit is released to concerned sender stake holders e-wallet. For all failed transactions, reconciliation is done.
3. Fund Transfer Transaction Following fund transfer mechanisms are required:
Fund Transfer Direct: Under this mechanism, immediately after a successful transaction by a stakeholder, an equivalent amount of credit limit gets released for the concerned stakeholder.
Fund Transfer (Maker – checker): In this system, firstly a stakeholder operator(Maker) makes a transaction request for transfer of funds to concerned receiver stake holder, which is further authorized by a sender stakeholder admin (Checker) in order to complete the transaction.
Stakeholder shall be asked for the destination (i.e. pre-paid or post-paid e-Wallet account) of restoring credit limit/ amount after fund transfer.
Stakeholder can tranfer funds :
From bank account to pre-paid e-Wallet
From bank account to post-paid e-Wallet
From pre-paid to post-paid e-Wallet
4. Transfer Funds from e-Wallet to Bank Account
Interface to initiate work flow for transfer funds from e-Wallet to configured Bank Account. Once the request is approved by the admin, the e-Wallet is debited and the Bank Account is credited.
5. Fund Receive For cases where the stakeholder has not transferred funds through fund transfer module and directly deposited funds in the bank account of the receiving stakeholder, an interface to receive funds transferred by the sender is to be developed which will also manage the e-wallet of the stakeholder who has transferred the funds
6. Service wise MOU/agreement Management
Interface to define service based SLAs for stakeholders with details of account for settlement, time period for transfer of collected funds, revenue head wise cost break-up(if any) etc.
7. Service SLA Management & Monitoring
Interface to monitor and manage, view delays, alerts for delay in payments or receipts of funds or delivery of services
8. Penalty Calculation Interface to perform calculations of penalties on late payments by stakeholders e.g. either by kiosk/LSP to RISL or to line department by RISL.
Mechanism to recover the penalty amount from the stakeholder.
9. Management of Legal liabilities
Interface to manage various legal liabilities defined for the services like service tax, TDS etc. Alerts for delay in deduction/payment of liabilities to government, Reconciliation of liabilities paid for excess or deficiencies etc.
10. Invoice Generation & Management
Interface to generate invoice to be sent to concerned line departments for services delivered through e-Mitra, along with a feature to track department wise payments status, delays etc.
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11. Commission Disbursement Interface to display the stakeholder wise commission calculations for each service (as per the configuration).
Also, having feature to verify the calculations from the related reports and make payouts to the concerned stakeholders.
12. Revenue Collection Register (RCR) Management
Interface to generate RCR for the kiosks & LSPs and record the same with timestamp This RCR will be an integral part of Kiosk Day End process.
13. Payment to line department Interface to generate the report of funds due to be paid to line department as per SLA, generation of bank output file to be uploaded to Bank‘s internet banking, or payment through e-GRAS, or transfer of funds to line departments through integrated banks directly. Also after transfer of funds, all concerned accounts / books shall be updated automatically with track of bank‘s transaction-id, e-Gras id etc.
14. Reconciliation of fund transfers/ Receipts/ Collections/ Bank Accounts/ Payment Gateway/ payment to departments, etc.
A module having following functionalities for reconciliation of transactions:
Reconciliation/Verification of Transactions done through Payment Gateways
Reconciliation of receipt of funds from kiosk/LSP through fund transfer or Fund receive module
Reconciliation of amount/credit limit released to various stakeholders
Reconciliation of funds transferred to various stakeholders
Reconciliation of Bank Statement against fund transfers, receipts and other miscellaneous charges/payments etc
Reconciliation of refund cases for failed transactions
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G. e-MITRA MOBILE APPLICATIONS
e-Mitra mobile based application shall be developed for the following users:
1. Citizen- for availing services, making payments, check transaction status
2. Kiosks- for availing services, making payments, check transaction status, e-Wallet
management, fund transfer
3. Admin – Dashbaords, reports, fund management, fund transfer, KPI monitoring.
The mobile application should work primarily on Windows, iOS, Android and latest devices which
are market prevailing.
e-Mitra mobile app should be able to run on mobile, PoS devices etc. The mobile application
should work on minimum 64Kbps bandwidth.
H. INTEGRATION WITH PAYMENT GATEWAY
Currently, five banks namely ICICI, SBBJ, Axis Bank, Bank of Baroda, HDFC are integrated with
e-Mitra application. In addition to this, e-Mitra application is also integrated with Bank Aggregators
like Bill Desk & Pay U which provide banking facilities for almost all the banks and credit/debit
cards. The selected bidder shall be responsible for integration of additional Paymnet Gateway‘s of
individual banks/ aggregators, if required by RISL at any stage during the contract period.
For each of these bank gateways, following input parameters are required for integration and
communication between the two applications – Amount, response URL, Merchant Id, Secret Key,
Salt no, Checksum Key, PRN, and ITC etc. The name of these parameters differ from bank to
bank but their meaning/ usage remains same. So the system needs separate customization to
integrate any new payment gateway.
The selcetd bidder shall be responsible to build a generic API for instant integration with any bank
gateway which should also be configurable based on the requirements without any need for
coding. The API should provide plug-n-play feature to add new gateways. All the parameter
requirement of new gateway could be mapped with e-Mitra transaction parameters.
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I. INTEGRATION WITH 3rd PARTY APPLICATIONS:
Integration with other applications of GoR/ third-party applications, as mentioned below, shall be
done through service delivery gateway/ Enterprise Service Bus only, which shall act for
middleware functionality of the application. The access and control to the gateway for this purpose
shall be provided by RISL to the selected bidder.
3rd
Party (Application Integration)
The services for which Departmental Back-end is available
Aadhaar services
e-Grass, RSRTC, ICICI Prudential, CSC SPV, etc.
Online Monitoring Tool (OMT)
Rajasthan Sampark
Citizen Call Centre
Bhamashah
BPL Database
PAN India
Marudhara Uday (GIS Portal)
e-Mitra as Payment Gateway
Configuration of all Bank/Aggregator available in Payment Gateway on Merchant basis.
SMS Gateway SERVICE based Configuration for sending Text SMS to citizen as per Stage of transaction.
Feature to configure multiple Gateway and use them in parallel
e-Sanchar SERVICE based Configuration for sending VOICE SMS to citizen as per Stage of transaction.
Feature to configure multiple Gateway and use them in parallel
Email Gateway SERVICE based Configuration for sending Email to citizen as per Stage of transaction
Feature to configure multiple Gateway and use them in parallel
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Non- Functional Requirements:
S.No Business / Functional Requirement
General Requirements
1. System should support multilingual interface.
2. System should support multilingual labels.
3. The system should ensure easy scalability and extensibility through minimum effort(this will vary based on the requirements)
4. The system should be designed in manner that operational data will never be lost until a manual intervention/hardware failure.
5. The system should run on multiple browsers
6. The system should be designed to have minimum satisfactory performance even in remote locations connected on low-bandwidth (64 kbps).
7. The solution should be provided along with the product manuals, user manuals and functional specifications.
8. The solution should maintain a database of frequently asked questions (FAQ).
9. Will provide data dictionary for mandatory fields.
10. Solution should follow NIC website development guidelines and standard guidelines too.
11. The solution should ensure that data deletion is controlled centrally as per the defined policy or the person having right to do so.
12. The process for removing unnecessary code from the application after it is released should be documented.
13. Application code should not contain invalid references to network resources (Pathnames, URLs etc).
14. The solution should not display the entire path of URL in the browser based application. We will manage through app server and web servers.
15. Solution will prompt proper error messages.
16. All the exceptions will store at DB end and pass the same to admin/stakeholders for further escalation
17. Application will not fail without manual intervention.
18. This will be a web based solution and no temporary object will be created.
19. Application will maintain audit log for important data transactions like updating and deletion
20. Data model should be flexible to add more data fields as per changing business needs
21. Will provide standard security i.e. roll base, password policy
22. The solution should perform all functions with keyboard support (mouse is not mandatory)
23. The system should allow the following
Multiple financial years processing capabilities
To modify and reorganize all menus
System Availability, Performance, and Scalability
24. Application will be up and running (at least 99%) if no other disturbances like power failure, LAN problem, any other infra-structure issue etc arises.
25. System will provide proper adequate response for accessing each of the modules.
26. System will show quick response in simple search and will take little bit more time for advance search and this will vary based on input conditions.
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27. Application will work based on roles and rights
28. Application will run at secure platform.
29. Application will follow security standard guidelines.
30. Application will work smoothly
Ease of Use
31. All error messages produced by the System must be meaningful,
32. The System will employ a single set of user interface to provide a familiar and common look and feel for the application.
33. The System must be able to display several entities (cases, suspects) simultaneously.
34. The interfaces will be customizable or user-configurable to the extent possible (look and feel, logos).
35. The System user interface must be suitable for users with special needs; that is, compatible with specialist software that may be used and with appropriate interface guidelines
36. The System will provide role based access to the applications modules.
37. The System must allow persistent defaults for data entry where desirable.
38. Frequently-executed system transactions must be designed so that they can be completed with a small number of interactions (e.g. mouse clicks).
Usability Guidelines
39. We will follow standard guidelines for development and designing and will follow ISO 9241-20, ISO 9241-171, and ISO 9241-110 too.
Modularity
40. The solution will initially be required to cover a range of process modules mentioned above, but it should allow addition of more modules or more users in any module as and when required. The solution proposed should be able to integrate with solutions/products/applications on Open standards
Data Model
41. The solution should use a single unified data model hosted on the database
42. Bulk Load of Flat Files
43. Should support verification of data integrity before the data is loaded into the package tables
44. In case of errors, it should provide a list of rows that have produced errors and should not load any rows from the flat file
45. Messaging based integration
46. Should support guaranteed, delivery of messages
47. Should use XML based messages
48. Should support standard transport protocols like http, https, ftp, ftps, imap and smtp etc
Data Migration
49. The solution should have automatic way of migrating the data of existing database in case of data structure change during transfer to new versions
Data Validation
50. It should have the ability to assign validation on specific fields based on entries in the data validation reference file
Security
51. The solution should be capable of providing One user multiple roles and vice versa
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52. The solution should be capable of providing automatic timeout for transaction entry
53. The solution should be capable of providing automatic timeout for user (log out)
54. The solution should be capable of providing Time restriction on transaction
55. The solution should be capable of providing terminal soft lock facility
56. Ability to allow definition of rules for password composition and password encryption
57. System should support configurable password policies including
58. Password expiry
59. Password history and reuse policy
60. Ability to handle data updating/ deletion/ creation only through application layer
61. Session limits must exist for the application. For each session type, there must be limits on the number of sessions per user or process ID and the maximum time length of an idle session
62. The solution must not enable users to circumvent the intended user interface to access resources in its supporting infrastructure
63. Ability of system to display an appropriate warning message upon user logon. The warning message need not include the following four general elements verbatim but must convey the same meaning:-
64. Use of application constitutes the user's consent to monitoring.
65. Should not require opening of any special protocols for connecting the user client to the web/ application server. All communication should be on HTTP or HTTPs
66. The database should support standalone / integrate with Operating system security.
67. The system should have the option to encrypt data before transferring over a network.
68. The system should have the option to encrypt the data stored in the database.
69. Critical data in the database shall be encrypted using standard encryption techniques. Also, transmission of critical / sensitive data can be done through secure channels such as SSL, VPN etc. Digital signatures can be utilized to provide an additional level of security
User Access Management
70. Access to modules / functions within modules restricted to authorized users.
71. It should provide logging by user and terminal, the date and time of all transactions with details of creation, reading, updating, deletion or printing.
72. Access should be restricted to different levels as program, module, transaction, etc.
73. Notify security administrator of unauthorized access or attempted access and record in a log with reporting.
74. The system should provide capabilities to define ―Time based Actions‖ so that enable, disable and delete actions can be driven by date attributes: In any organization a user might be need to play a designated role for a specific known period of time. In such scenarios the tool must provide capabilities for time based actions so that the user can be provisioned / de-provisioned based on date attributes
75. Ability to provide access level security for Entry forms at Field level - allow, Read only, Hide
76. Ability providing access level security for Entry forms at Transaction level - allow / deny
77. Allow providing access level security for reports at Field level - show / hide
78. Allow providing access level security for reports at Transaction level - allow / deny
79. Users should not be allowed to access the database directly
80. Ability to provide authorization by user name
System Control and Audit
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81. It should enable audit trails on-line, tailor audit requirements by modules, call audit records to an archive based on date or other recorded audit details. The system should allow recovery of data in case of hardware failure and data corruption. It should be able to perform recovery to a point of time, to known backup database
82. The system shall ensure that the audit files are stored in un-editable formats
83. It should be possible to track database super user activity in operating system files
84. The solution should be capable of providing Audit Trail: Audit trail of Time Stamp & User ID stamp for the following
85. Transactions
86. Parameter Changes
87. All changes to data should be recorded in a separate table and should be stamped with the identity of the user/program and the time of the creation/change
88. Views should be available for reporting on data changes
89. It should be possible to audit users at the form level, user level, application module level and at the organizational role level
90. The system should provide reports on user activity based on the role and the application that was used
91. The system should support for auditing to track and monitor user behaviour with details about the level of detailing stored by the system and ability to reverse changes
92. Audit system should enforce separation of duties between auditors and administrator
93. Auditor's should have direct access to the audit system to view audit reports and should be able create custom reports
94. Should capture before / after values from transaction logs and raise alert on critical and suspicious activity
95. The system should have the ability to identify users that have exploited access privileges, identify root causes of conflicts and be capable of interrogating the security log
Network
96. The solution should support TCP/ IP, HTTP & HTTPs for all traffic between the user screens & the system
97. The solution should support the following network types
LAN & WAN
Leased Lines
ASDL lines
Satellite Networks
Mobile data service network (GPRS)
MPLS based networks
VPNs
User Interface
98. The solution should have unified, easy, flexible and user friendly interface enabling the following settings
Personal User menu
Personal User settings
Field Placement on screen
Field composition on screen
99. The application pages should be partially refreshed as against the entire page when a user performs certain actions/ changes
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100. All modules should be homogenous with respect to keyboard use, screen layout and menu operations with Graphic User Interface (GUI) support
101. The GUI Form Administration should support the following without coding effort:
Changing fields or tab labels
Hiding fields or tabs.
Changing the position or size of field or labels
Adding restrictions like mandatory or not
Setting default value in a field
Changing list of value (LOV) contents
102. There should be sufficient edit and validation checks in the system
103. Capability to setup logic to trap conditions to pop messages in response to conditions like logical data entry errors, certain conditions etc without coding effort, which does not require additional steps to be retained during an upgrade
104. It should provide safeguards to prevent damage to data from operator errors, simultaneous updates, module unavailability or system failures
105. It should have facility to display confirmation / warning windows for deletes, changes etc
106. The system should provide consistent screen layouts and access methods across all modules so that they look and behave the same
107. It should provide on-line error reporting and use a menu-based system with facilities to bypass menus by experienced operators
108. The system should provide drill down facility to next level of details and so on
109. Users should be able to choose a search option (simple search or advanced search).Users should be provided an option to add additional filtering criteria to the search such as adding AND and OR conditions
110. Tailor column table titles without writing any code
111. Hide/ show columns without writing any code
112. Reorder columns without writing any code
113. Add data filters without writing any code
114. Change sorting orders without writing any code
115. Tailor text for labels, prompts and tip messages without writing any code
116. It should be possible to add more fields to the data input screens for capturing additional business specific information without having to write any code. These fields should be configured without creating additional tables or without the additional effort of referencing the new fields to the existing fields on the screen. The user should also be able to define the data type and the data length of the additional fields without having to write any code.
117. This functionality should be available to authorized business users to configure the screens appropriately
118. It should be possible to configure the additional fields to only pop-up when required based on the data entered in the form
119. It should be possible to configure the additional fields in a hierarchical dependency so that additional fields are exposed based on values chosen in earlier fields
Up-gradation
120. The upgrades should not affect the current version adversely
121. The solution architecture should be with minimum package modifications so as to preserve the package upgrade
122. The implementation procedure for the proposed solution must ensure that to the largest possible extent no changes are required to be incorporated in the base product's source code. This will
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ensure smooth migration to later versions of the base product
Work Flow
123. The workflow should be an integral part of the solution
124. The solution should have the ability to support automated workflow designed to address needs of business users
125. The solution should have the ability to support multiple workflow paths that are automatically selected based on request/user attributes, including escalation paths
126. The solution should support standard work flow languages
127. The workflow should have a rules engine that allows rules to be created to define approval hierarchies
128. It should be possible to define the process hierarchies top down or bottom up to support distributed workflow process definition
129. There should be no limit on the hierarchy levels that can be defined
130. A management console should be available to monitor workflow processes and to control processes that have errors in them
131. Ability of system to have workflow with the ability to define business rules without the need for programming, including alerts and triggers
132. The workflow should interface with email system supporting SMTP for sending out notifications and IMAP for receiving the notification responses
Web Portal
133. The solution portal should allow for multiple portlets to be displayed
134. The solution content should be managed through content management system
135. The solution should include automatic indexing and searching Portal
Reporting Tools
136. The solution should be capable of scheduling a report for execution / refresh and/or distribution and/or publish
137. The solution should be capable of distributing reports through email as Body or Attachment
138. The solution should permit viewing of reports through web
139. The solution should permit prioritizing reports during execution
140. The solution should be capable of publishing reports to a central store for access by different users
141. The solution should allow users to send report to specified user(s) at scheduled times
142. The solution should have interface to search and filter the data of the report
143. The solution should provide exception reporting mechanism
144. The solution should provide Senior Management Dashboards
145. The solution should be capable of drill down and drill up with the report tool
146. The solution should be capable of creating ad-hoc queries and reports for analysis
147. Should not require knowledge of SQL or database to create self service adhoc reports
148. The solution should be able to convert reports to MS-Excel, MS- Word & PDF format directly
149. The solution should provide the following display formats in the reports
Sections
Tables
Pivots
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Charts
150. The solution should be capable of archiving reports and store them in Document Management System
151. The solution should allow reports to be sent directly to networked Printer
152. The solution should permit display of multiple result sets in the same document
153. The solution should permit the user to browse through metadata for detailed information on objects to build ad hoc reports
154. The solution should facilitate the user to create custom objects/formulas for repeated use in reporting tool
155. The solution should provide graphical interface for creating custom formulas
156. The solution should have a GUI tool with drag and drop features to build reports
157. The solution should permit conditional formatting, based on thresholds or data ranges for any cell in the report
158. The solution should use existing MS-Word/PDF/MS-Excel document for report template directly
159. The solution should restrict access to data and report based on user responsibilities
Data Warehousing & ETL Tool
160. The solution should include an ETL tool that can be used to extract, transform and load data from disparate source systems and perform the necessary transformations to establish a common format
161. The solution should support batch data extraction, transformation and loading
162. The solution should have an user-friendly GUI for the users to handle ETL processes, such as:
Modify data feeds
Change of Business logic used for data ETL
Modify ETL parameters
Create, edit and execute a large number of transformation rules
163. The solution should support Import & export wizard and supporting connections with source and destination adapters including OLEDB, ADO .Net, Flat files, and XML formats
164. The solution should include a data mining tool that provides bottom-up, discovery-driven data analysis
165. The solution should provide data mining algorithms which help discover patterns and uncover business data to reveal hidden trends
166. The solution should support analysts by creating analytic starting pints including graphs, key performance indicators (KPIs), data grids and advanced visualizations like Decomposition Tree, Performance Map and Perspective View.
167. The solution should support What if analysis
168. The solution should support decision trees, Association rules, sequence clustering, Time series, Neural Networks, text Mining etc
169. The solution should support data mining tools (including Wizards, Editors, Query Builders, Lift Chart)
170. The solution should support Data mining Add-ins to empower end user to perform advanced analysis in MS Excel & MS Visio
171. The solution should include a Rule based Data Cleansing/Enhancement tool
172. The solution should have the ability to extract or refresh information directly from within the MS Office application (Excel, PowerPoint and Word) without the need to export from another existing report
173. The solution should have the ability to have Scheduling capabilities based on events, calendars,
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or specific points in time
174. The solution should have the ability so that users define/change any number of charts and tables with different permutation of the data via a graphical user interface during the course of analysis
175. The solution should have the ability to enable users to perform pivoting to change the permutation of any graph or table to view information in various perspectives during the course of analysis
176. The solution should have the ability to enable users to perform drill down on any graph or table to view the detail breakdown on any value during the course of analysis
177. The solution should have the ability to perform predictive analysis against scorecard data and generate predictions for the KPIs contained in the scorecards
178. The solution should have the ability to enable users to setup a schedule to print, export or email the report automatically
179. The solution should have the ability to enable users to combine personal data from Microsoft Excel, CSV and txt files and incorporate data into a single report, which can then be shared with other users through the platform
180. The System should allow users provided with the capability to define information about the report so that other users in the community understands what business questions the report answers, the meaning of the business terms used and the link to other related reports
181. The system to provide with the capability to key in notes to individual respective reports in the form of threaded messages for the purpose of discussion
182. The system to provide with the capability to map predefined reports to business processes to build relationships between people, process and information
183. The solution must allow the users to define the thresholds for each metric and to define the actions and alerts required when these thresholds are met
184. The business intelligence platform must be built on a modern technology based on a services-oriented architecture for flexibility and extensibility
185. The business intelligence platform must support for multiple platforms
186. The business intelligence platform must be able to integrate to our existing web portals easily via portal services and portlets
187. The tool must have the ability to access a broad range of technologies to cater for both the current environment and any new technologies that may be introduce in the future
188. The solution must provide the capability to perform data profiling, data flow design, data mapping routines and debugging within the same designer and graphical user interface
189. Ability of system to allow for any document or report be previewed before printing
190. Ability of system to provide utilities to automate report distribution process, so that user is notified after a report is generated to facilitate easy retrieval
191. Ability of system to provide functionality to users in generating reports on their own without involving technical programming
192. The reports should be available for time frames like weekly / daily / monthly / yearly
193. The system should provide for calculations, filters and exceptions during reporting
194. The reporting feature should support the reports to be scheduled to run in batch
195. The schedule to run the reports should be both event-based or time based
196. Ability of system to support the feature of delivering the reports to the online users through email, portal, and report server
197. Ability of system to provide for saving the report /queries for repetitive execution as and when required by the users
198. The proposed solution should provide for a role-based dashboard with graphical reporting
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capabilities with executive summary and detailed drill down reports for business process owners, users, auditors, IT security
199. Ability of system to provide graphics and charting capabilities
200. Solution should provide the technology to build a business semantic layer that translates data source technology terms to business terms to enable business users to define information requirements without understanding the data source technology
201. Ability of the business semantic layer to integrate with both relational database as well as OLAP server data sources
202. Ability of the business semantic layer to be used by business users to build reports and dashboards via the web browser
203. Ability of the Business semantic layer security to be managed within the solution for data restrictions
204. Ability of the business semantic layer to be designed using a graphical user interface with zero need for SQL statements or MDX programming
205. Ability to create flexible, highly formatted, pixel perfect and feature rich operational reports
206. Should have scheduling capabilities based on events, calendars or specific points in time
207. Should have User, group, object and folder security
208. Should have repository for reusing common report objects across multiple reports
209. Should have universal integration with other applications and portals
210. Should have dynamic and cascading prompts feature
211. Should have the ability to authenticate the user before any transaction to populate the model with data
212. Should provide the administrators the ability to capture user activities, user log in attempts, report requests and other activities through reports and dashboards
213. Should allow the administrator to define comprehensive security requirements easily with the ability to organize users into groups and inheriting user rights from groups
214. Should be able to search and explore the data warehouse and automatically generate analytical environment
215. Should be able to search the metadata
Scalability
216. Application developed would be of layered architecture with components across different layers in the application. The application shall automatically scale up without requiring any application level changes. Addition of hardware components, CPU, memory, disk space, additional machines, etc. should not lead to a change in the application architecture, design or code.
Interoperability
217. Users of e-Mitra application and integrated applications shall be able to login through Single Sign On. The security aspects shall be handled by respective applications.
Supportability
218. Application would support different access devices like Desktop, Cell phone, Smartphone, etc, browser support would be provided to view the portal as per browser functionality of the device. There would be no separate portal or application for mobile devices
Human-factors engineering (ergonomics) requirements
219. Text should be rendered in ways that are available to almost all browsing devices and accessible to almost all users.
Documents should be created in such a way that does not rely on one type of hardware. Pages should be usable by people without mice, with small screens, low resolution screens, black and white screens, with accesibility options like of Screen Reader.
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Making the language clear and simple, but also providing understandable mechanisms for navigating within and between pages. Providing navigation tools like navigation bars, site maps etc will maximize accessibility and usability.
Presentation style would be consistent across all pages.
Internal data requirements
220. The data of a particular department will be stored in a central database as we are not providing a local database to the departments at their service delivery offices. Central data storage will store data of all the departments related to service delivery and MIS reporting.
The database will also store data related to the State Portal like- Portal content, information based services, Portal usage reports, policies and guidelines etc.
The State Portal application shall use standard RDBMS for data persistence. The data blocks shall be stored in the data repository.
The data layer contains all data servers for managing structured data (RDBMS, OODBMS, XML, and DBMS etc.), unstructured data, data files, documents, images and audio video files. Products like RDBMS, database server farm, document management System, web content management System, document repository, content repository, directory server, Portal usage data, security data etc. shall belong to this layer.
LDAP standard has been used as a basis for exchanging data among these repositories. This repository service is essential to support the integration and the distribution of data.
Installation-dependent data requirements
221. The System architecture enables us to translate the managed objects into a format, which can be accessible through relational database management System. Standard RDBMS could be used to query the data from System repositories. The Systems are designed to be as database-independent as possible. The database independence is achieved by using a standard API for database communication. Standard Embedded SQL, Class Libraries and ODBC etc should be used to achieve database independence on the API level.
Computer communications requirements
222. The E-MITRA after performing the necessary functions like authentication of sender, time stamping, logging etc. will route the message to the central application. E-MITRA will de-couple the front-end and back-end of the service delivery to ensure scalability, interoperability between heterogeneous System, assured delivery, message routing, transaction logs, audit trails, time stamping etc. In future, it will also provide joined-up and integrated service.
Precedence and criticality of requirement
223. All requirements have equal weight age in terms of precedence and criticality
Qualification requirements
224. Adherence to eGov Standards prescribed by GoI from time to time.
Packaging requirements
225. The system shall be packaged along with source code and all documentation, and shall be available for electronic transfer as a single compressed file. The uncompressed set of files shall include a README file containing a minimal guidance for installing and running the software.
System quality characteristics
226. In terms of processes and methodologies, the system development shall happen based on the following standards adopted:
▪ ISO 9001 for process mapping
▪ SEI CMM for software process improvement
▪ CMMi for an integrated software process
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Technical Requirements
S.No. General Architecture Requirements
1. The solution will be configurable architecture as per state requirements and customization as well.
2. The solution should be based on shared and reusable architectures, that is, applications, systems and infrastructure are characterized as service oriented, component-based and reusable.
3. The solution should result in low architectural diversity.
4. The solution should provide for multi-tiered architectures (at least 3-tiered with clear separation between the presentation logic, business logic, and data access logic).
5. The solution should provide application architectures that are highly granular and loosely coupled.
6. The solution architecture should be platform and vendor independent.
7. The solution should be interoperable in nature and design and development should be based on Service Oriented Architecture (SOA).
8. The solution will be easy to design for adding or removing modules when required.
9. The solution architecture should allow infrastructure simplicity and standardization.
10. Will provide log shipping to continue the operations.
11. The solution should ensure data safety and integrity in the event of communication channels operation failures.
12. The solution should employ a common user access and authentication service to ensure Single-Sign on for the end-user
13. The solution should support multi-tier authentication where required.
14. The solution will be role based and only assigned person for their respective roles can access their application modules.
15. The solution will always ask for user authentication before a user can enter the application and based on that user will be able to use the application.
16. The solution should display an appropriate warning message upon user logon.
17. The solution should not store authentication credentials on client computers after a session terminates.
18. Credential will remain same and this will allow a user with one role to access more than one module as well.
19. Will provide logout option to terminate the session.
20. All the credentials and sensitive data will always be stored in the Database
21. The system should be implemented using Service Oriented Architecture (SOA) and have a modular design.
22. The system should adopt standardized formats and common metadata elements.
23. The solution will provide standard security protocol.
24. The Solution will provide security for SQL injections and others as well.
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ANNEXURE-5: COVERING LETTER OF THE BID
(To be submitted on the Company Letter head of the Tenderer, sealed and signed)
To,
Managing Director,
RajCOMP Info Services Limited (RISL),
First Floor, Yojana Bhawan, Tilak Marg,
C-Scheme, Jaipur (Rajasthan)
Dear Sir,
Ref: Request for Proposal (RFP) Notification No: F3.3 (84)/ RISL/Pur/2014/…….., dated: ..........
1. I/We, the undersigned bidder, having read & examined in detail, the Bid Document, the receipt of which
is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as mentioned in the Scope of
work, Technical specifications, Service Level Standards & in conformity with the said bidding document for
the same.
2. I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the
information contained in the bid is true and correct to the best of our knowledge and belief.
3. I/ we hereby submit our token of acceptance to all the tender terms & conditions without any
deviations. Hence, we are hereby submitting our Bid and offer to provide services to Purchaser for carrying
out the project in accordance with your RFP.
4. Until a formal contract is prepared and executed, this bid, together with your written acceptance thereof
and your notification of award shall constitute a binding Contract between us.
5. I/We agree to abide by this RFP for a period of days as specified in NIB from the closing date fixed for
submission of bid as stipulated in the RFP document.
6. I/We understand that the Purchaser is not bound to accept any bid received in response to this RFP.
7. In case we are engaged by the Purchaser, we shall provide any assistance/cooperation required by
Purchaser, appointed auditing agencies (if any), state government officials and other Stakeholders of
the project for performing their duties with respect to this project. We understand that our non-cooperation
for the same shall be grounds for termination of service.
Signature…………………
In the capacity of………………………
Duly authorised to sign Proposal for And on behalf of………………………..
Seal of the Organization: -
Date: …………………………….. Place: ……………………………
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ANNEXURE-6: PRE-BID QUERIES FORMAT {to be filled by the bidder}
[Reference No: ………………………………………………….., dated: ………………………]
Name of the Company/Firm:
Name of Person(s) Representing the Company/ Firm:
Name of Person Designation Email-ID(s) Tel. Nos. & Fax Nos.
Company/Firm Contacts:
Contact Person(s) Address for Correspondence
Email-ID(s) Tel. Nos. & Fax Nos.
Query / Clarification Sought:
S.No. RFP Page No.
RFP Rule No.
Rule Details Query/ Suggestion/ Clarification
Note: - Queries must be strictly submitted only in the prescribed format (.XLS/ .XLSX/
.ODF/.doc/.docx). Queries not submitted in the prescribed format will not be considered/
responded at all by the procuring entity.
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ANNEXURE-7: BID FORM
[Reference No: ………………………………………………….., dated: ………………………]
Addressed to:
Name of the Procurement Entity Managing Director, RajCOMP Info Services Ltd. (RISL)
Address RajCOMP Info Services Ltd., Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur (Rajasthan)
Telephone 0141-2229394, 5103902
Tele Fax 0141-2228701
Email [email protected], [email protected] (clearly mention the NIT/NIB/IFB no. in the subject of the mail)
Firm Details:
Name of the Firm
Name of Contact Person with designation
Registered Office Address
Address of the firm
Year of establishment
Type of firm (Put Tick () mark) Public Limited
Private
Limited
Partnership Proprietary
Telephone Number(s)
Email Address/ Web Site Email: Web-Site:
Fax No.
Mobile Number Mobile:
Certification/Accreditation/Affiliation, if Any
The requisite bidding document fee amounting to Rs. ________/- (Rupees <in words>) has been deposited vide receipt no. _______ dated ___________.
The requisite RISL processing fee amounting to Rs. ________/- (Rupees <in words>) has been deposited vide receipt no. _______ dated ___________.
The requisite bid security amounting to Rs. ________/- (Rupees <in words>) has been deposited vide Banker‘s Cheque/ DD No. /BG No. ___________ dated ___________.
We agree to abide by all the terms and conditions mentioned in this form issued by the Empanelment Authority and also the further conditions of the said notice given in the attached sheets (all the pages of which have been signed by us in token of acceptance of the terms mentioned therein along with stamp of the firm).
Date:
Name & Seal of the firm: ________________________ Authorized Signatory : ___________________________
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ANNEXURE-8: FINANCIAL BID COVER LETTER & FORMAT
COVER LETTER {to be submitted by the bidder on his Letter head}
To,
The Managing Director,
RajCOMP Info Services Limited (RISL),
First Floor, Yojana Bhawan, Tilak Marg,
C-Scheme, Jaipur-302016 (Raj.)
Reference: NIB No. :___________________________________ Dated:__________
Dear Sir,
We, the undersigned bidder, Having read & examined in detail, the Bidding Document, the receipt
of which is hereby duly acknowledged, I/ we, the undersigned, offer to supply/ work as mentioned
in the Scope of the work, Technical specifications, Service Level Standards & in conformity with
the said bidding document for the same.
I / We undertake that the prices are in conformity with the specifications/requirements prescribed.
The prices quoted are inclusive of all cost likely to be incurred for executing this work. The prices
are inclusive of all type of govt. taxes/duties as mentioned in the financial bid (BoQ).
I / We undertake, if our bid is accepted, to deliver the services in accordance with the
requirements & delivery schedule specified in this bidding document.
I/ We hereby declare that in case the contract is awarded to us, we shall submit the contract
performance security as prescribed in the bidding document.
I / We agree to abide by this bid for a period of days specified in the NIT/NIB/IFB, after the last
date fixed for bid submission and it shall remain binding upon us and may be accepted at any
time before the expiry of that period.
Until a formal contract is prepared and executed, this bid, together with your written acceptance
thereof and your notification of award shall constitute a binding Contract between us.
I/ We hereby declare that our bid is made in good faith, without collusion or fraud and the
information contained in the bid is true and correct to the best of our knowledge and belief.
We understand that you are not bound to accept the lowest or any bid you may receive.
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We agree to all the terms & conditions as mentioned in the bidding document and submit that we
have not submitted any deviations in this regard.
Date:
Authorized Signatory:
Seal of the Organization:
Name:
Designation:
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Financial Bid Format
(to be filled by the bidder in BoQ (.XLS file) on eProc website)
Project Name: Selection of Technology Partner for eMitra
Reference No:
Bidder Name:
Price schedule: (This BOQ template must not be modified/ replaced by the bidder and the same should be uploaded after filling the relevent columns, else the bidder is liable to be rejected for this tender. Bidders are allowed to enter the Bidder Name and Values only)
S.No. Activity/ Item Description
Qty Units Unit Rate in INR (incl. of all
Taxes except
Service Tax)
Total Cost in INR (incl. of all
Taxes except
Service Tax)
a b C d=a*c
1 eMitra Software Solution Development Cost (A)
1 Number A
2 Total Operations & Maintenance (O&M) Cost (B)
5 Years B
3 Total Project Cost (C)=A+B C
Total C (In Words) – Rupees
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ANNEXURE-9: FORMAT FOR CVs OF KEY PROFILES [Ref No: ……………………………………………………………………………………….]
Format for the profiles
Name of the person
Current Designation / Job Title
Current job responsibilities
Proposed role in the project
Proposed responsibilities in the project
Academic qualifications:
Degree
Academic Institution graduated from
Year of Graduation
Specialization (if any)
Key achievements and other relevant information (if Any)
Professional certifications (if any)
Total number of years of experience
Number of years with the current company
Summary of the Professional / Domain Experience
Number of complete life cycle implementations carried out
The names of customers (please provide the relevant names)
Past assignment details (for each assignment provide details regarding name of organizations worked for, designation, Responsibilities, tenure) Prior professional experience covering:
Organizations worked for in the past O Organization name O Duration and dates of entry and exit O Designation O Location(s) O Key responsibilities
Prior project experience o Project name o Client o Key project features in brief o Location of the project o Designation o Role o Responsibilities and activities o Duration of the project o Total team size
Please provide only relevant projects.
Proficient in languages (against each language listed indicate if Read/write/both)
Date: Authorized signatory: Seal of the organization: Name: Designation:
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ANNEXURE-10: BANK GUARANTEE FORMAT {to be submitted by the bidder’s bank}
BANK GUARANTEE FORMAT – BID SECURITY
(To be stamped in accordance with Stamp Act and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur and payable at par at Jaipur, Rajasthan)
To,
The Managing Director,
RajCOMP Info Services Limited (RISL),
First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj).
Sir,
1. In accordance with your Notice Inviting Bid for <please specify the project title> vide NIB
reference no. <please specify> M/s. …………………………….. (Name & full address of the
firm) (Hereinafter called the ―Bidder‖) hereby submits the Bank Guarantee to participate in the
said procurement/ bidding process as mentioned in the bidding document.
It is a condition in the bidding documents that the Bidder has to deposit Bid Security
amounting to <Rs. ______________ (Rupees <in words>)> in respect to the NIB Ref. No.
_______________ dated _________ issued by RISL, First Floor, Yojana Bhawan, C-Block,
Tilak Marg, C-Scheme, Jaipur, Rajasthan (hereinafter referred to as ―RISL‖) by a Bank
Guarantee from a Nationalised Bank/ Scheduled Commercial Bank having its branch at Jaipur
irrevocable and operative till the bid validity date (i.e. <please specify> days from the date of
submission of bid). It may be extended if required in concurrence with the bid validity.
And whereas the Bidder desires to furnish a Bank Guarantee for a sum of <Rs.
______________ (Rupees <in words>)> to the RISL as Bid Security.
2. Now, therefore, we the ……………………………….…… (Bank), a body corporate constituted
under the Banking Companies (Acquisition and Transfer of Undertaking) Act. 1969 (delete, if
not applicable) and branch Office at…………………... (Hereinafter referred to as the
Guarantor) do hereby undertake and agree to pay forthwith on demand in writing by the RISL
of the said guaranteed amount without any demur, reservation or recourse.
3. We, the aforesaid bank, further agree that the RISL shall be the sole judge of and as to
whether the Bidder has committed any breach or breaches of any of the terms costs, charges
and expenses caused to or suffered by or that may be caused to or suffered by the RISL on
account thereof to the extent of the Earnest Money required to be deposited by the Bidder in
respect of the said bidding document and the decision of the RISL that the Bidder has
committed such breach or breaches and as to the amount or amounts of loss, damage, costs,
charges and expenses caused to or suffered by or that may be caused to or suffered by the
RISL shall be final and binding on us.
4. We, the said Bank further agree that the Guarantee herein contained shall remain in full force
and effect until it is released by the RISL and it is further declared that it shall not be
necessary for the RISL to proceed against the Bidder before proceeding against the Bank and
the Guarantee herein contained shall be invoked against the Bank, notwithstanding any
security which the RISL may have obtained or shall be obtained from the Bidder at any time
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when proceedings are taken against the Bank for whatever amount that may be outstanding
or unrealized under the Guarantee.
5. Any notice by way of demand or otherwise hereunder may be sent by special courier, telex,
fax, registered post or other electronic media to our address, as aforesaid and if sent by post,
it shall be deemed to have been given to us after the expiry of 48 hours when the same has
been posted.
6. If it is necessary to extend this guarantee on account of any reason whatsoever, we undertake
to extend the period of this guarantee on the request of our constituent under intimation to
you.
7. The right of the RISL to recover the said amount of <Rs. ______________ (Rupees <in
words>)> from us in manner aforesaid will not be precluded/ affected, even if, disputes have
been raised by the said M/s. ……….………………(Bidder) and/ or dispute or disputes are
pending before any court, authority, officer, tribunal, arbitrator(s) etc..
8. Notwithstanding anything stated above, our liability under this guarantee shall be restricted to
<Rs. ______________ (Rupees <in words>)> and our guarantee shall remain in force till bid
validity period i.e. <please specify> days from the last date of bid submission and unless a
demand or claim under the guarantee is made on us in writing within three months after the
Bid validity date, all your rights under the guarantee shall be forfeited and we shall be relieved
and discharged from all liability thereunder.
9. This guarantee shall be governed by and construed in accordance with the Indian Laws and
we hereby submit to the exclusive jurisdiction of courts of Justice in India for the purpose of
any suit or action or other proceedings arising out of this guarantee or the subject matter
hereof brought by you may not be enforced in or by such count.
10. We hereby confirm that we have the power/s to issue this Guarantee in your favor under the
Memorandum and Articles of Association/ Constitution of our bank and the undersigned is/are
the recipient of authority by express delegation of power/s and has/have full power/s to
execute this guarantee under the Power of Attorney issued by the bank in your favour.
Date ………………… (Signature) ……………………………………….
Place ………………… (Printed Name) ………………………………….
(Designation) ……………………………………
(Bank‘s common seal) ………………………….
In presence of:
WTTNESS (with full name, designation, address & official seal, if any)
(1) ………………………………………
………………………………………
(2) ………………………………………
………………………………………
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Bank Details
Name & address of Bank:
Name of contact person of Bank:
Contact telephone number:
GUIDELINES FOR SUBMISSION OF BANK GUARANTEE
The Bank Guarantee shall fulfil the following conditions in the absence of which they cannot be
considered valid: -
1. Bank Guarantee shall be executed on non- judicial stamp paper of applicable value
purchased in the name of the bank.
2. Two persons should sign as witnesses mentioning their full name, designation, address and
office seal (if any).
3. The Executor (Bank Authorities) may mention the power of attorney No. and date of execution
in his/ her favour authorizing him/ her to sign the document. The Power of Attorney to be
witnessed by two persons mentioning their full name and address.
4. The Bank Guarantee should be executed by a Nationalised Bank/ Scheduled Commercial
Bank only.
5. Non – Judicial stamp paper shall be used within 6 months from the date of Purchase of the
same. Bank Guarantee executed on the non-judicial stamp paper after 6 (six) months of the
purchase of such stamp paper shall be treated as non-valid.
6. The contents of Bank Guarantee shall be strictly as per format prescribed by RISL
7. Each page of Bank Guarantee shall bear signature and seal of the Bank and B.G. number.
8. All corrections, deletions etc. in the Bank Guarantee should be authenticated by signature of
Bank Officials signing the Bank Guarantee.
9. Bank should separately send through registered post/courier a certified copy of Bank
Guarantee, mentioning Bid reference, Bid title and bidder name, directly to the Purchaser at
the following address:
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BANK GUARANTEE FORMAT – PERFORMANCE SECURITY (PBG)
(To be stamped in accordance with Stamp Act and on a Stamp Paper purchased from Rajasthan State only and to be issued by a Nationalised/ Scheduled bank having its branch at Jaipur and payable at par at Jaipur, Rajasthan)
To,
The Managing Director,
RajCOMP Info Services Limited (RISL),
First Floor, Yojana Bhawan, C-Block, Tilak Marg, C-Scheme, Jaipur-302005 (Raj).
1. In consideration of the RajCOMP Info Services Limited (hereinafter called "RISL") having
agreed to exempt M/s ..........................(hereinafter called "the said Contractor(s)" from the
demand, under the terms and conditions of an Agreement No..................................dated
.....................made between the RISL through …………………… and
.......................(Contractor) for the work .................(hereinafter called "the said Agreement") of
Security Deposit for the due fulfilment by the said Contractor (s) of the terms and conditions
contained in the said Agreement, on production of a Bank Guarantee for
Rs...................(rupees ........................................only), we ...................(indicate the name of the
Bank), (hereinafter referred to as "the Bank") at the request of ..................Contractor(s) do
hereby undertake to pay to the RISL an amount not exceeding
Rs...................(Rupees..................................only) on demand.
2. We................. (Indicate the name of Bank), do hereby undertake to pay Rs....................
(Rupees............................only), the amounts due and payable under this guarantee without
any demur or delay, merely on a demand from the RISL. Any such demand made on the bank
by the RISL shall be conclusive as regards the amount due and payable by the Bank under
this guarantee. The Bank Guarantee shall be completely at the disposal of the RISL and
We....................... (Indicate the name of Bank), bound ourselves with all directions given by
RISL regarding this Bank Guarantee. However, our liability under this guarantee shall be
restricted to an amount not exceeding Rs...................... (Rupees....................only).
3. We.......................(indicate the name of Bank), undertake to pay to the RISL any money so
demanded notwithstanding any dispute or disputes raised by the contractor(s) in any suit or
proceeding pending before any Court or Tribunal or Arbitrator etc. relating thereto, our liability
under these presents being absolute, unequivocal and unconditional.
4. We.....................(indicate the name of Bank) further agree that the performance guarantee
herein contained shall remain in full force and effective up to <DATE> and that it shall continue
to be enforceable for above specified period till all the dues of RISL under or by virtue of the
said Agreement have been fully paid and its claims satisfied or discharged or till the RISL
certifies that the terms and conditions of the said Agreement have been fully and properly
carried out by the said Contractor(s) and accordingly discharges this guarantee.
5. We ...........................(indicate the name of Bank) further agree with the RISL that the RISL
shall have the fullest liberty without our consent and without affecting in any manner our
obligations hereunder to vary any of the terms and conditions of the said Agreement or to
extend time of performance by the said Contractor(s) from time to time or to postpone for any
time or from time to time any of the powers exercisable by the RISL against the said
Contractor(s) and to forbear or enforce any of the terms and conditions relating to the said
Agreement and we shall not be relieved from our liability by reason of any such variation, or
extension being granted to the said Contractor(s) or for any forbearance, act or omission on
the part of the RISL or any indulgence by the RISL to the said Contractor(s) or by any such
matter or thing whatsoever which would but for this provision, have effect of so relieving us.
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6. The liability of us ............................. (indicate the name of Bank), under this guarantee will not
be discharged due to the change in the constitution of the Bank or the contractor(s).
7. We .............................. (indicate the name of Bank), lastly undertake not to revoke this
guarantee except with the previous consent of the RISL in writing.
8. This performance Guarantee shall remain valid and in full effect, until it is decided to be
discharged by the RISL. Notwithstanding anything mentioned above, our liability against this
guarantee is restricted to Rs........................... (Rupees..............................only).
9. It shall not be necessary for the RISL to proceed against the contractor before proceeding
against the Bank and the guarantee herein contained shall be enforceable against the Bank
notwithstanding any security which the RISL may have obtained or obtain from the contractor.
10. We .............................. (indicate the name of Bank) verify that we have a branch at Jaipur. We
undertake that this Bank Guarantee shall be payable at any of its branch at Jaipur. If the last
day of expiry of Bank Guarantee happens to be a holiday of the Bank, the Bank Guarantee
shall expire on the close of the next working day.
11. We hereby confirm that we have the power(s) to issue this guarantee in your favor under the
memorandum and articles of Association/constitution of our bank and the undersigned is/are
the recipient of authority by express delegation of power(s) and has/have full power(s) to
execute this guarantee for the power of attorney issued by the bank.
Dated..........................day of....................For and on behalf of the <Bank> (indicate the Bank)
Signature
(Name & Designation)
Bank's Seal
The above performance Guarantee is accepted by the RISL
For and on behalf of the RISL
Signature
(Name & Designation)
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ANNEXURE-11: DRAFT AGREEMENT FORMAT {to be mutually signed by selected bidder and
procuring entity}
This Contract is made and entered into on this ______day of ________, 2015 by and between
RajCOMP Info Services Limited (RISL), having its head office at First Floor, Yojana Bhawan, Tilak
Marg, C-Scheme, Jaipur-302005, Rajasthan (herein after referred to as Purchaser/ RISL) which
term or expression, unless excluded by or repugnant to the subject or context, shall include his
successors in office and assignees on ONE PART
And
M/s__________________, a company registered under the Indian Companies Act, 1956 with its
registered office at _____________________ (herein after referred as the ―Successful Bidder/
Supplier‖) which term or expression, unless excluded by or repugnant to the subject or context,
shall include his successors in office and assignees on the OTHER PART.
Whereas,
Purchaser is desirous of appointing an agency for <project title> as per the Scope of Work and
Terms and Conditions as set forth in the RFP document dated _________ of <NIB No
_________________>.
And whereas
M/s______________ represents that it has the necessary experience for carrying out the overall
work as referred to herein and has submitted a bid and subsequent clarifications for providing the
required services against said NIB and RFP document issued in this regard, in accordance with
the terms and conditions set forth herein and any other reasonable requirements of the Purchaser
from time to time.
And whereas
Purchaser has accepted the bid of supplier and has placed the Work Order vide Letter No.
__________________ dated _______, on which supplier has given their acceptance vide their
Letter No._____________ dated ____________.
And whereas
The supplier has deposited a sum of Rs. ________________/- (Rupees _________________) in
the form of __________________ ref no. _________________ dated ______________ of
____________ Bank and valid up to _____________ as security deposit for the due performance
of the contract.
Now it is hereby agreed to by and between both the parties as under: -
1. The NIB Ref. No. ____________________________ dated ___________ and RFP document
dated _________ issued by RISL along with its enclosures/ annexures, wherever applicable,
are deemed to be taken as part of this contract and are binding on both the parties executing
this contract.
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2. In consideration of the payment to be made by RISL to supplier at the rates set forth in the LoI/
work order no. ____________________ dated _________ will duly supply the said articles set
forth in scope of work and annexures herein and provide related services in the manner set
forth in the RFP, along with its enclosures/ annexures and Technical Bid along with
subsequent clarifications submitted by supplier.
3. The RISL do hereby agree that if supplier shall duly supply the said articles and provide
related services in the manner aforesaid observe and keep the said terms and conditions of
the RFP and Contract, the RISL will pay or cause to be paid to supplier, at the time and the
manner set forth in the said conditions of the RFP, the amount payable for each and every
project milestone & deliverable. The mode of Payment will be as specified in the RFP
document.
4. The timelines for the prescribed Scope of Work, requirement of services and deployment of
technical resources shall be effected from the date of work order i.e. ____________ and
completed by supplier within the period as specified in the RFP document.
5. In case of extension in the delivery and/ or installation/ completion/ commissioning period is
granted with full liquidated damages, the recovery shall be made on the basis of value of
services (upto that milestone) which the supplier/ selected bidder has failed to deliver/ install/
complete : -
No. Condition LD %
a. Delay up to one fourth period of the prescribed period of delivery,
successful installation and completion of work. 2.5 %
b. Delay exceeding one fourth but not exceeding half of the prescribed
period of delivery, successful installation and completion of work. 5.0 %
c. Delay exceeding half but not exceeding three fourth of the prescribed
period of delivery, successful installation and completion of work. 7.5 %
d. Delay exceeding three fourth of the prescribed period of delivery,
successful installation and completion of work. 10.0 %
i. Fraction of a day in reckoning period of delay in supplies, successful installation and completion
of work shall be eliminated, if it is less than half a day. ii. If supplier requires an extension of time in completion of contractual supply on account of
occurrence of any hindrances, he shall apply in writing to the authority which had placed the work order, for the same immediately on occurrence of the hindrance but not after the stipulated date of completion of supply.
iii. Delivery period may be extended with or without liquidated damages if the delay in the delivery of services in on account of hindrances beyond the control of supplier.
6. In addition to above, if the bidder fails to depute/ ensure the availability of development team
as mentioned at clause no:1 of Annexure-2 within 30 days from the date of signing of
agreement with RISL till Go-live of Phase-II of eMitra Software Solution, following amount shall
be deducted while processing the payment for respective milestone:
Category of Resources as per clause no:1 of
Annexure-2 (table Ann 2.1)
Penalty for absense/ delay in resource deputation during development period
A Rs 4000/- per day per resource;
B Rs 2,000/- per day per resource; Atleast 50 % resources under this category are required to be present, else penalty of Rs 3000/- per day shall be levied on each absent resource.
RFP for selection of Technology Partner for eMitra _before pre bid
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7. The above penalty shall not be applicable in case of permitted annual leaves (maximum of 18
leaves per year (4.5 per quarter on prorate basis))/ approved leaves by RISL.
8. In all cases, maximum amount of liquidated damages (including penalty defined at sub-clause
e above) shall be 10% of the total eMitra Software Solution development cost (component A of
financial bid).
9. All disputes arising out of this agreement and all questions relating to the interpretation of this
agreement shall be decided as per the procedure mentioned in the RFP document.
In witness whereof the parties have caused this contract to be executed by their Authorized
Signatories on this _____day of _______________, 2015.
Signed By: Signed By:
( )
Designation:,
Company:
()
Managing Director, RISL
In the presence of:
In the presence of:
( )
Designation:
Company:
( )
Designation:
RISL
( )
Designation:
Company:
( )
Designation:
RISL
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ANNEXURE-12: MEMORANDUM OF APPEAL UNDER THE RTPP ACT, 2012
Appeal No ………of ……………
Before the ………………………… (First/ Second Appellate Authority)
1. Particulars of appellant:
a. Name of the appellant: <please specify>
b. Official address, if any: <please specify>
c. Residential address: <please specify>
2. Name and address of the respondent(s):
a. <please specify>
b. <please specify>
c. <please specify>
3. Number and date of the order appealed against and name and designation of the officer/
authority who passed the order (enclose copy), or a statement of a decision, action or
omission of the procuring entity in contravention to the provisions of the Act by which the
appellant is aggrieved: <please specify>
4. If the Appellant proposes to be represented by a representative, the name and postal address
of the representative: <please specify>
5. Number of affidavits and documents enclosed with the appeal: <please specify>
6. Grounds of appeal (supported by an affidavit): <please specify>
7. Prayer: <please specify>
Place …………………………………….
Date ……………………………………
Appellant's Signature