request for proposal for supply, implementation & …...4 tender notice maharashtra jeevan...
TRANSCRIPT
Request for Proposal
for
Supply, Implementation
& Post Implementation Support of
Water Management System
Maharashtra Jeevan Pradhikaran
2
Table of contents
1 Data Sheet ........................................................................................................ 6
2 Introduction ...................................................................................................... 8
2.1 Preface ............................................................................................ 10 2.2 Project Objectives ............................................................................. 10 2.3 Existing IT scenario in MJP ................................................................. 11 2.4 Existing Network ............................................................................... 11 2.5 Existing Software .............................................................................. 11 2.6 Brief Description of Existing Hardware ................................................. 11 2.7 Brief Description of Existing Applications .............................................. 11 2.8 Client side IT infrastructure ................................................................ 12 2.9 Certain Departmental Statistics ........................................................... 13
3 Qualification of the Bidder .............................................................................. 15
3.1 Qualification of the Proposed Solution .................................................. 15 3.2 Earnest Money Deposit ...................................................................... 15 3.3 Manufacturer’s Authorization form (MAF) .............................................. 16
4 Instructions to Bidders ................................................................................... 17
4.1 Advice to the bidders ......................................................................... 17 4.2 Tender Form and Tender Fee .............................................................. 17 4.3 Submission of Tender Offers ............................................................... 17 4.4 Method of Submission of Tender ......................................................... 18 4.5 Late Tender Offers ............................................................................ 18 4.6 Cost of Bidding ................................................................................. 18 4.7 Erasures or Alterations and signing of tender offers ............................... 18 4.8 Pre-bid conference ............................................................................ 18 4.9 Pre-bid Queries ................................................................................ 18 4.10 Amendment of RFP Document .......................................................... 18 4.11 Offer Validity ................................................................................. 19 4.12 Modification & Withdrawal of Offer .................................................... 19 4.13 Clarification of Offers ...................................................................... 19 4.14 Tender Opening ............................................................................. 19 4.15 Technical Offer ............................................................................... 19 4.16 Commercial Offer ........................................................................... 20 4.17 Qualifying Criteria .......................................................................... 20 4.18 Evaluation Framework ..................................................................... 20 4.19 Commercial Bid Evaluation .............................................................. 23 4.20 Total Bid Evaluation ........................................................................ 23 4.21 Terms and Conditions ..................................................................... 24 4.22 Conditional offers by the Vendors ..................................................... 24 4.23 Address of Communication .............................................................. 24 4.24 MJP’s right to accept any Bid and to reject any Bid or all Bids ............... 24 4.25 Costs & Currency............................................................................ 24 4.26 Security Deposit ............................................................................. 24 4.27 Performance Bank Guarantee ........................................................... 24
5 Project Scope .................................................................................................. 26
5.1 Supply (Customisation & Development) and Installation of Application,
Database and related Software ................................................................... 27
3
5.2 Supply and Installation of the requisite Server Side Hardware and related
software and implementation of managed enterprise wide connectivity solution 27 5.3 Project Implementation Services ......................................................... 28 5.4 Post Implementation Services ............................................................. 32
6 Terms and Conditions of the Tender ................................................................ 37
6.1 Work Completion / Payment Terms ..................................................... 37 6.2 Annual Technical Support (ATS) .......................................................... 38 6.3 Service Level Agreement.................................................................... 38 6.4 Indemnity ........................................................................................ 38 6.5 Publicity .......................................................................................... 38 6.6 Guarantees ...................................................................................... 38 6.7 Force Majeure .................................................................................. 39 6.8 Resolution of Disputes ....................................................................... 39 6.9 Right to Accept Any Offer and to Reject Any or All Offers ........................ 39 6.10 Risk Purchase Clause ...................................................................... 39 6.11 Data Ownership ............................................................................. 39 6.12 Intellectual Property Rights .............................................................. 40 6.13 Exit Management ........................................................................... 40
7 Service Level Agreement ................................................................................. 42
7.1 Penalty for delay in project execution .................................................. 42 7.2 SLA for Uptime of Server Side Infrastructure Components ...................... 42 7.3 SLA for Software Support ................................................................... 42 7.4 Response Time Performance Criteria .................................................... 43 7.5 Confidentiality .................................................................................. 43 7.6 Penalties.......................................................................................... 44 7.7 Team Profiles for Post Implementation Support ..................................... 44
8 Annexure I : Format for Technical Bid ............................................................. 45
9 Annexure II : Format for Commercial Bid ....................................................... 54
10 Annexure III : Minimum Specifications for IT Infrastructure Components .. 60
11 Annexure IV : Draft Master Service Agreement ........................................... 69
12 Annexure VI :Functional Requirement Specifications ................................... 78
12.1 Technical Overview ......................................................................... 78 12.2 Indicative Solution Architecture ........................................................ 78 12.3 Non Functional Requirements and Technical Standards ........................ 78 12.4 Functional requirements specifications ............................................... 82
4
Tender Notice
Maharashtra Jeevan Pradhikaran, Mumbai - 400 021
The Maharshtra Jeevan Pradhikaran invites sealed tender offers (Technical and Commercial) for Supply, Implementation & Post Implementation Support of Water
Management System.
The tender document is available on Website maharashtra.etenders.in. This can be
downloaded. The filled tender form shall accompany a scanned copy of crossed Demand Draft for an amount equal to tender fee drawn on any scheduled bank in
favour of the Executive Engineer, IT Division Mumbai Maharashtra Jeevan
Pradhikaran, payable at Mumbai at par without which tender will be taken as
incomplete and non responsive and shall not be considered. The D.D. shall be
submitted at MJP along with the Bid security in person on or before the last date of submission. The tender fee shall be non refundable.
Summary of the tender notice is as follows:
Tender Reference Tender Notice 1 /IT/2012-13
Tender fee Rs. 10,000 + 4% VAT
Bid Security (Earnest Money
Deposit)
Rs. 4,00,000
Pre-bid Conference date & place On August 29th, 2012 at 3.00 PM
Chief Engineer, Central Planning,
A – wing, 3rd Floor, Mittal Towers,
Nariman Point.
Address of Communication Chief Engineer, Central Planning,
4th Floor, Express Towers,
Nariman Point.
Telephone Numbers and email IDs
for contact
Phone: 022-22826816 Fax: 022-22826837
eMail ID: [email protected]
The Chief Engineer, Central Planning, Maharashtra Jeevan Pradhikaran reserves the
right to accept or reject or cancel any tender or relax any part of the tender offer
without assigning any reason thereof.
Dated: 15, August, 2012
-Sd-
Executive Engineer, IT Division
Maharashtra Jeevan Pradhikaran.
5
GLOSSARY OF TERMS
Sr.
No. Acronym Full Form
1 CAPEX Capital Expenditure
2 CPU Central Processing Unit
3 GIS Geographic Information System
4 GoM Government of Maharashtra
5 ICT Information and communication Technology
6 ISP Internet Service Provider
7 IT Information Technology
8 LAN Local Area Network
9 NPV Net Present Value
10 O&M Operation and Maintenance
11 OPEX Operating Expenditure
12 OS Operating System
13 PC Personal Computer
14 RFP Request for Proposal
15 SI Systems Integrator
16 COTS Commercial-Off-The-Shelf
6
1 Data Sheet Event Target Date
Non-refundable Tender
cost
Rs.10,000/- through demand draft / bankers pay order
from a nationalized / scheduled bank, drawn in favour
of Executive Engineer, IT Division, MJP, payable at Mumbai.
Sale of tender 15-08-2012 16:00 Hrs To 6-09-2012 17:00 Hrs
EMD Rs. 4,00,000/- in the form of Demand Draft / Pay
Order / Bank Guarantee (of Nationalised or Scheduled Bank) in favour of Executive Engineer, IT Division,
MJP, payable at Mumbai.
Last Date and Time of
Submission of Demand
Draft for Tender Document
Fees & EMD
A day before the last date for submission of bids
Date ,Time and Place of
Pre Bid Meeting
On August 29th, 2012 at 3.00 PM
Chief Engineer, Central Planning,
A – wing, 3rd Floor, Mittal Towers, Nariman Point.
Last date for submission of bids
07-09-2012 14:01 Hrs To 11-09-2012 17:00 Hrs
Opening of Pre
qualification bids
12-09-2012 11:00 Hrs To 20-09-2012 17:00 Hrs
Presentation by short-
listed bidders, if required
To Be Declared Later
Declaration of short-list of
bidders for commercial bid
To Be Declared Later
Opening of commercial
bids
To Be Declared Later
Venue of online opening of
tender
Chief Engineer, Central Planning,
A – wing, 3rd Floor, Mittal Towers,
Nariman Point.
Address for Communication
Chief Engineer, Central Planning,
4th Floor, Express Towers,
Nariman Point.
e-Tendering Helpline Support: Monday to Friday-09:00 AM - 08:00 PM Saturday - 09:00 AM - 06:00 PM
Telephone:
020 - 253 155 55 / 56
022 - 266 111 17 (Ext 25 / 26) Email:
Schedule of Activities in the e-tendering portal
Sr. No. Activities Start Date & Time -- Expiry Date & Time
1 Online Tender Release 13-08-2012 10:00 Hrs To 15-08-2012 15:00 Hrs
2 Online Tender Document Download 15-08-2012 15:00 Hrs To 06-09-2012 17:00 Hrs
3 Online Bid Preparation & Hash
Generation 15-08-2012 15:00 Hrs To 06-09-2012 17:00 Hrs
7
4 Super Hash Generation of Technical
Envelope 06-09-2012 17:01 Hrs To 07-09-2012 14:00 Hrs
5 Super Hash Generation of
Commercial Envelope 06-09-2012 17:01 Hrs To 07-09-2012 14:00 Hrs
6 Online Submission of Bid
(Decryption & Re-encryption) 07-09-2012 14:01 Hrs To 11-09-2012 17:00 Hrs
7 Online Tender Opening(Technical) 12-09-2012 11:00 Hrs To 30-09-2012 17:00 Hrs
8 Online Tender
Opening(Commercial) 12-09-2012 11:00 Hrs To 30-09-2012 17:00 Hrs
Activities to be performed by the Department
Activities to be performed by the Bidders
8
2 Introduction The Maharashtra Jeevan Pradhikaran (MJP) was incorporated as a statutory
Authority under the special enactment of the Govt of Maharashtra passed by the
legislature as Maharashtra Jeevan Authority Act, 1976. The MJP is deemed to be a
local authority under the Bombay General Clauses Act, 1904. The MJP has 15 Circle
offices covering 45 divisions spread across the length and breadth of Maharashtra. The primary objective of MJP is to promote portable water supply and satisfactory
sanitation facilities so as to achieve and maintain clean environment. Briefly the
MJP’s activities cover the following aspects:
Plan, investigate, design and execute Rural Piped water supply schemes sponsored by Govt of India and Govt of Maharashtra costing more than Rs. 50
million
Plan, investigate, design and execute the Municipal water supply and
sewerage schemes and to facilitate the technical advice and technical clearance
to municipal councils for works carried out by them
To facilitate implementation of reforms in water supply system management
The MJP is maintaining water management services to 25 water works in urban
area in Maharashtra. It supplies water for both retails as well as bulk requirements
for its customers. Total number of retails consumers of 25 water works in urban
cities is ~ 2.75 lakhs which varies from 3000 to 60000 consumers per water work depending upon the population of the city. The list of the 25 water works in urban
areas and the 30 Regional rural water supply schemes at the various sub division is
as follows:
Sl. No Division Sub Division Urban
Water
Works
Rural Water
supply scheme
1. Nagpur Gondia No.1 Gondia
2. Tiroda
3. Gondia No.2 Bangaon
4. Goregaon
5. Chandrapur
No.3 Ballarpur Aheri
6. Nagpur No.3 Venna Mahadula
7. Wardha Arvi
8. Nashik Pimpri meghe
9. Nashik No.1 Igatpuri Ozar-Sakora
10. Sakora
11. Nashik No.3 Chandwad
12. Naygaon
13. Malegaon
No.1
Malmatha
14. Dahival
15. Yavatmal Yavatmal No.1
Yavatmal Malpathar 40 Vill.
16. Mahur Devasthan
17. Akola Akot
18. Patur
19. Khamgaon
20. Jalgaon
Jamod
21. Karanja Karanja Langhapur
9
22. Manora 28 Vill
23. Satara Satara
No.1,3 Satara
24. Satara No.2 Pachgani
25. Pune No.3 Dehu Chakan
26.
Dongargaon
Kusgaon
27. Sangli Kolhapur No.6
Panhala Hatkanangale
28. Amboli Tope
29. Ghandhinagar
30. Madhavnagar
31. Tanang
32. Sangola Shirbhavi
33. Amravati Amravati No.3,2
Amravati
34. Daryapur 156 vill & 2
towns
35. Achalpur Chikhaldara
36. Panvel
Karjat Matheran
37. Panvel U-3 Nava-Sheva
38. Vangaon Govane
39. Ambarnath Badlapur Kulgaon-
badlapur
40. Ambarnath Ambarnath
41. Latur Latur Latur Dhoki
42. Ajanthaleni
43. DongaonDaregaon
44. Soygaon & 3 villages
45. Jambhai
46. Bahulkheda
47. Bharadi Undan
gaon
Total
9 Divisions
28 Sub
Divisions
25 urban
water works
30 Regional
Rural water supply schemes
The billing is carried out at the sub division level. The collection for the bill is
carried out at the sub division office and at other collection centres. The collection
centres are either owned by MJP or may be outsourced to private agencies like the
Banks. The meter reading, billing and collection is carried out differently for each
water work. MJP currently runs localized billing and collection solutions at various water works
and the status of implementation of these solutions is given below:
Name of the water works Agency providing application Status
Anjangaon- Surji Synergy Completed
Chikhaldara Synergy Completed
Gondia Synergy Completed
Tiroda Synergy Completed
Ballarpur Synergy In progress
Matheran Neerja Consulting Completed
Igatpuri KDMC In progress
10
Badlapur ADCC Completed
Ambarnath
Yaotmal Synergy Completed
Akot Synergy In progress
Patur Synergy Completed
Karanja Synergy Completed
Khamgaon Synergy In progress
Jalgaon Jamod Synergy Completed
Satara Synergy In progress
Panchgani Synergy In progress
Panhala Synergy In progress
However, the following challenges are being faced by MJP on account of the
localized billing & collection solutions: Billing & Collection process at different water works is not standardized
Significant manual effort in the management of the billing & collection
process
No centralized MIS is available
Customer grievance redressal system does not exist and the citizen services which could be offered online, could be availed only at the individual water work
office
2.1 Preface
MJP is looking for a system that can provide a centralized web based water management application system to meet its customer care, meter data
management, billing, collections management and grievance redressal
management. The system should generate various MIS reports required by the
various Regional Offices and the MJP head office for better financial control and
control on Non revenue water. MJP envisages that this application would streamline
their business processes for meter data collection, billing and collection across all the divisions.
2.2 Project Objectives
The implementation of the water management system should enable MJP to
achieve the following benefits: Improving customer satisfaction
Easy access of customer information
Quick customer request/ complaint redressal
Consumer to get latest billing detail from anywhere
Consumer to pay their bill from anywhere Increase customer service efficiency
Billing information to be sent by SMS alert in mobile
Bringing in operational efficiency
Reduce commercial losses and improve revenue
The NRW report to be generated per billing cycle in the different components such as rising main, transmission main and DMAs wise in distribution system.
The necessary devices for sending data from the field such as flow meters,
pressure meters which can communicate online will be installed by MJP
separately. However the application should have the provision to collect this
data at the frequency specified, analyse it and generate reports.
Improve billing and collection efficiency Reduce cost to serve
Improve workforce productivity
11
Streamline O&M
Improve Employee Productivity
Automate Business Process Increase decision support
Information on finger tip
Exception Handling
Automated re-billing on back
2.3 Existing IT scenario in MJP
MJP has an IT Cell and its function currently is restricted to managing the IT
policies and Information centrally. It is now been decided that the IT cell would be
actively involved in the maintenance of the central IT infrastructure also. In this
regard a space has been identified in 3rd Floor, Mittal Towers which would be used
as the server room for hosting the applications of MJP.
2.4 Existing Network
MJP does not have its own wide area network however many of the divisions are
connected to Internet with the bandwidth varying from 56 kbps to 2 Mbps.
2.5 Existing Software
At present MJP has two dedicated servers for hosting the Online accounting system.
The application are built using the Oracle Application builder with the Oracle 11g as
the backend database. The Oracle dataguard is also available for taking periodic
back up of the database. The servers have a Linux operating system. Arc GIS application is available with MJP and the survey & digitization of the
consumer maps have been completed in certain divisions. The Arc GIS application
is deployed locally and there is no central database available.
A web portal (www.mjp.gov.in) built on ASP.Net platform is currently the official
website of MJP. The hosting& maintenance of the website is outsourced. The email
solution and performance monitoring system for the various projects are also available with MJP but are hosted and maintained by third party.
2.6 Brief Description of Existing Hardware
Sr.
No.
Item Technical Specification Usage
1 Database
Server
HP DL-180 X 2 Currently being
used
2 Firewall Cyberoam c35i Currently being
used
3 Switch Unmanaged Switch Currently being
used
4 UPS 20 KVA X 2 Emerson make of UPS with
one hr power back up
Currently being
used
2.7 Brief Description of Existing Applications
Sr.
No.
Name of the
Applicatio
n
Technology Used
Functionality
Front-end
Midd
le-
tier
Backend
12
1
Online
Accountin
g System
Orac
le
Apex
Oracl
e 11g
The system covers the finance,
accounting and paybill functionalities
2 Web
Portal
ASP.
Net
MS
SQL
2.8 Client side IT infrastructure
The indicative client side infrastructure available at the various division offices
where the project is to be implemented is presented below:
Name of
Office
Server Computer Printer Connectivity UPS
Ambernath Intel Xeon
Server X 1, Windows
3003 R2
Intel Core 2
duo X 5 Intel P IV X
4
Windows XP
Dotmatrix-
A4 Dotmatrix-
A3
Laser A4
56 Kbps 2 KVA
Badlapur Intel Xeon
Server X 1,
Windows
2003 R2
Intel Core 2
duo X 3
Intel P IV X
3 Windows XP
Dotmatrix-
A4
Dotmatrix-
A3 Laser A4
56 Kbps 800 VA
Gondia - Intel Pentium
Dual Core
X1
Windows XP
- -
Tirora Intel
Pentium
Dual Core X1
Windows XP
Laser A4 - -
Ballarpur Intel P IV X
1
Windows XP
Dotmatrix-
A4
- -
Satara - - - 1 Mbps -
Panchgani Intel Core 2
duo X 1
Windows XP
Laser A4 1 Mbps -
Sakora - - - - -
Igatpuri - - - - -
Amravati - - - 2 Mbps -
Daryapur-
Anjangaon
- - - 1 Mbps -
Chikaldhara - Intel Core 2
duo X 1
Windows 7
Inkjet 2 Mbps 800 VA
Yavatmal Intel Xeon
Server X 1,
Windows
2008 R2
Laser A4 1.6 Mbps 2 KVA
Karanja Intel Core 2
duo X 1
Dotmatrix - -
13
Windows XP
Jalgaon-
Jamod
Intel Core 2
duo X 2
Windows 7
Laser A4 - -
Khamgaon Intel Core 2
duo X 1
Windows 7
Laser A4 - -
Patur Intel Core 2
duo X 1
Windows 7
Laser A4 - -
Akot Intel Core 2
duo X 1 Windows 7
Laser A4 - -
2.9 Certain Departmental Statistics
Division Sub
Division Urban Water Works
No of Connections
No of collection centres
No of Users
Rural Water supply scheme
No of connections
No of Users
Nagpur Gondia
No.1
Gondia 10175 2 4
Tiroda 1982 1 2
Gondia
No.2
Bangaon 41 1
Goregaon 1129 1
Chandrapur
No.3 Ballarpur
7123 1 3 Aheri
1496 1
Nagpur
No.3 Venna
3594 1 3 Mahadula
1061 1
Wardha Arvi 2815 1
Nashik Pimprimeghe 10242
Nashik
No.1
Igatpuri 40 1 2 Ozar-Sakora 7 1
Sakora 3594 1 3 SAkora 4 1
Nashik
No.3
Chandwad 52 1
Naygaon 300 1
Malegaon
No.1
Malmatha 2754 1
Dahival 2229 1
Yavatmal Yavatmal
No.1 Yavatmal
23971 2 4 Malpathar 40
Vill.
3767 1
Mahur
Devasthan
1
Akola Akot 7700 1 3
Patur 1729 1 1
Khamgaon 1 0 1
Jalgaon
Jamod
1978 1 2
Karanja Karanja 7156 1 3 Langhapur 4573 1
Manora 28 Vill 1160 1
Latur Latur Latur 40500 5 7 Dhoki 4758 1
Ajanthaleni 12 1
Dongaon
Daregaon
228 1
Soygaon 947 1
Jambhai 179 1
Bahulkheda 764 1
Bahradi-
Undangaon
474 1
Satara Satara
No.1,3 Satara
13018 4 6
Satara
No.2 Pachgani
2137 1 2
Pune No.3 Dehu 1890 1 2 Chakan 137 1
Dongargaon
Kusgaon
1383 1
Sangli Kolhapur
No.6
Panhala 645 1 2 Hatkanangale 3787 1
Amboli 141 1 2 Tope 2273 1
Ghandhinagar 9 1
Madhavnagar 1
14
Tanang 1722 1
Sangola Shirbhavi 72 1
Amravati Amravati
No.3,2 Amravati
71677 17 20
Daryapur 156 vill & 2
towns
40807 16 19
Achalpur Chikhaldara 634 1 2
Panvel
Karjat Matheran 1110 1 2
Panvel U-3 Nava-
Sheva
35 1 2
Vangaon Govane 20 0 1
Ambarnath Badlapur Kulgaon-
badlapur
15079 2 3
Ambarnath Ambarnath 18869 4 6
Total 275605 68 107 48375 30
Note : Volumes indicated give current status. Solution should be scalable to meet
requirements for atleast next 10 years.
15
3 Qualification of the Bidder
The bidder should be a company registered under the Companies Act, 1956
since last 5 years.
The Bidder’s cumulative annual turnover should be at least Rs. 100 Crores in
last 3 financial years ending 31st March 2012 from IT projects and should be
profitable in each of these 3 years. Bidders should be IT companies / organizations and should have positive net
worth as on 31st March 2012.
The Bidder should have atleast 100 permanent software professionals
working in India.
The Bidder MUST have a ISO 9001:2008 Certification / CMMi Level 3 for software design & software services covering implementation, maintenance,
consulting and technical Support. This certificate should be valid as of date of
this Tender submission
Bidder should have software development / support center in Maharashtra
preferably in Mumbai.
Bidder should have successfully implemented atleast one e-Governance project in Water Management Domain in India. The application should be in
current use by the client. The Bidder shall provide the details of the projects in
the format mentioned in Annexure.
The Bidder should have successful experience in providing Post
Implementation Support services to any ULB / Water boards / Govt. organizations in India in last 5 years
The bidder should not have been blacklisted/ banned/ suspended by any
government organization at the time of submission of the Tender
Consortium is not allowed to bid or meet the above pre-qualification criteria
3.1 Qualification of the Proposed Solution
MJP aims to implement the project in a time bound manner and thus would prefer a
well-proven readymade Water Management, Grievance Redressal & Customer
Relationship Modules, being successfully used by other Government / Semi-
Government organizations in India. The Bidder must substantiate the same by
attaching necessary proofs (Project Completion Certificate or testimonial signed by a competent authority), which MJP may choose to verify directly from such
customer. The Bidder shall provide the details of the project in the format
mentioned in Annexure.
3.2 Earnest Money Deposit Bidders are required to give a Demand Draft / Pay Order / Bank Guarantee (of
Nationalised or Scheduled Bank) drawn in favour of Executive Engineer, IT Division,
MJP, payable at any branch of any scheduled or nationalized bank situated in
Mumbai and valid for 120 days from the due date of the tender for Rs 4,00,000/-
(Rupees Four Lakhs only) as Earnest Money Deposit (EMD) along with their offer. The bidders are supposed to submit the physical copy of the EMD at MJP office one
day before the last date of submission of the bids and bids would be rejected in
case the EMD is not received in hard copy.
The earnest money deposit shall be non-interest bearing and is refundable to
unsuccessful tenderers. The successful tenderer's EMD will be discharged upon the tenderer executing the Contract and furnishing the Security Deposit of 5% of the
total work order.
The EMD may be forfeited -
16
a) If a tenderer withdraws its tender during the period of bid validity
b) Or in case of a successful tenderer, if the tenderer fails
i) To sign the contract in accordance with terms and conditions; ii) To furnish Bid Security Deposit as specified in terms and conditions.
3.3 Manufacturer’s Authorization form (MAF)
Bidders, other than sole agents in India of the quoted packaged software solution,
IT Equipments, etc. must submit a letter of authority from the OEM that they have authorised the bidder to quote for the solution.
17
4 Instructions to Bidders 4.1 Advice to the bidders
Bidders are advised to study this RFP document carefully before participating. It
shall be deemed that submission of Bid by the bidder have been done after their
careful study and examination of the RFP document with full understanding to its
implications. Bidders are also expected to visit MJP and understand the requirements to allow them to propose the best fit solution.
Bid is to be submitted as per enclosed format only. Attach the certificates,
brochures & other documents asked for in the RFP document.
4.2 Tender Form and Tender Fee
The tender document is available on Website maharashtra.etenders.in. This can be
downloaded. The filled tender form shall accompany a scanned copy of crossed
Demand Draft for an amount equal to tender fee drawn on any scheduled bank in
favour of the Executive Engineer, IT Division, Maharashtra Jeevan Pradhikaran,
Government of Maharashtra, payable at Mumbai at par without which tender will be taken as incomplete and non responsive and shall not be considered. The D.D. shall
be submitted at MJP along with the Bid security in person a day before the last date
of submission. The tender fee shall be non refundable.
The interested contractors / bidders will also have to make online payment (using credit card/debit card/net banking) of Rs. 1038/- (inclusive of all taxes) per bid per
tender to online service provider of e-Tendering system (Sify NexTenders) at the
time of entering Online Bid Submission stage of the tender schedule.
4.3 Submission of Tender Offers
Sealed Tender offers shall be received by the Chief Engineer, Central Planning,
Maharashtra Jeevan Pradhikaran through the eTendering system before the time
and date specified in the schedule of the tender notice. In the event of the specified
date for the submission of tender offers being declared a holiday, the offers will be
received up to the appointed time on the next working day. The Chief Engineer, Central Planning, Maharashtra Jeevan Pradhikaran may, at its
discretion, extend this deadline for submission of offers by issuing corrigendum and
uploading the same on eTendering system
Telex, cable or facsimile offers will be rejected.
To view- Tender Notice, Detailed Time Schedule, Tender Document for this Tender
and subsequently purchase the Tender Document and its supporting documents,
kindly visit following e-Tendering website https://maharashtra.etenders.in
The Contractors participating first time for e-Tenders on the e-tendering portal will have to complete the Online Registration Process for the e-Tendering portal. A link
for enrollment of new bidders has been provided on
https://maharashtra.etenders.in
All bidders interested in participating in the online e-Tendering process are required
to procure Class II or Class III Digital e-Token having 2 certificates inside it, one for Signing/Verification purpose and another for Encryption/Decryption purpose. The
tender should be prepared & submitted online using individual’s Digital e-Token.
18
e-Tendering Tool Kit for Bidders (detailed Help documents, designed for
bidders) has been provided on e-Tendering website in order to guide them through
different stages involved during e-Tendering such as online procedure for Tender Document Purchase, Bid Preparation, Bid Submission.
4.4 Method of Submission of Tender
The two bids system shall be followed. Technical and Commercial Offers shall be
uploaded separately through the eTendering system.
4.5 Late Tender Offers
Late submission will not be entertained and will not be permitted by the eTendering
system.
4.6 Cost of Bidding The Bidder shall bear all costs associated with the preparation and submission of its
bid and MJP shall in no event or circumstance be held responsible or liable for these
costs, regardless of the conduct or outcome of the bidding process.
4.7 Erasures or Alterations and signing of tender offers The original Tender Offer shall be signed by the Bidder or a person or persons duly
authorized using his / her digital certificate through the eTendering system. Such
authorization shall be indicated by power-of-attorney accompanying the tender
offer.
The Tender Offer shall contain no interlineations, erasures or overwriting except as necessary to correct errors made by the Bidder, in that case such corrections shall
be initialed by the person or persons signing the offer.
4.8 Pre-bid conference
A Pre-Bid conference of all the interested bidders will be held at the scheduled date
and time. The bidders will have to submit their queries to the email indicated in the tender notice at least two days prior to the pre-bid meeting. In pre-bid meeting
problems of general nature will be entertained. Any change decided in the pre-bid
shall be uploaded on the eTendering system as corrigendum. This will form a part
of this bid document.
Training Workshop on e-Tendering procedure will also be held after the pre-bid conference
4.9 Pre-bid Queries
Bidders are requested to submit their queries on the company letter head and in
the following format on or before 27/08/2012:
Sr
. No
Section
No.
Clause
No.
Reference/
Subject Clarification Sought
.. .. .. .. ..
The queries not adhering to the above mentioned format shall not be responded to.
4.10 Amendment of RFP Document
At any time before the deadline for submission of bids, MJP may, for any reason, whether at its own initiative or in response to a clarification requested by a
prospective Bidder, modify the RFP Document by amending, modifying and/or
supplementing the same.
19
The amendments shall be published on website (maharashtra.etenders.in).
Prospective bidders are advised to periodically browse this website to find out any
further corrigendum / addendum / notice published with respect to this tender.
In the event of any amendment, MJP reserves the right to extend the deadline for
the submission of the bids, in order to allow prospective Bidders reasonable time in
which to take the amendment into account while preparing their bids.
4.11 Offer Validity
The tender offer must be valid for 120 days from the date of opening of the tender.
However, the Chief Engineer, Central Planning, MJP may extend this period for
another 30 days, if the bidder accepts the same in writing.
4.12 Modification & Withdrawal of Offer No offer can be modified by the Bidder, subsequent to the closing date and time for
submission of offers. If date of submission is extended due to some reasons,
modification in offer is possible till extended period provided bid has not been
opened.
Withdrawal of Offers is not permissible after its submission. If the offer is
withdrawn before the validity period, the EMD will stand forfeited.
4.13 Clarification of Offers
To assist in the scrutiny, evaluation and comparison of offers, the MJP may, at its discretion, ask some or all the Bidders for clarification of their offers on any of the
points mentioned therein and the same may be sent through email, facsimile.
However, in such cases, original copy of the technical clarifications shall be sent to
MJP through courier or in person. The request for such clarifications and the
response shall be in writing.
4.14 Tender Opening
The technical bids will be opened before the committee on the eTendering system
and the same will be evaluated as per the qualification criteria and relevant
documents in support of them. Commercial bids of only technically qualified bidders
will be opened before the committee on the eTendering system. Decision of the committee will be final.
Bidders those have secured the minimum 70% in the Technical Evaluation will be
advised of the location, date, and time set for opening of commercial proposal.
Adequate notice will be given to allow interested bidders or their representatives to attend the opening of the commercial proposals.
4.15 Technical Offer
The Technical Offer (T.O.) shall be complete in all respect and contain all
information and documents asked for, except prices. It must not contain any price information.
During the activity of Bid Preparation, the tenderer is required to upload all the
documents of the technical bid by scanning the documents and uploading it in the
PDF format. This activity of uploading the documents as well as preparation of
commercial bid and other Annexures enclosed with the tender (if any) should be
completed within the pre-scribed schedule given for bid preparation.
After Bid Preparation, the tenderer is required to complete Bid Submission
activity within pre-scribed schedule without which the tender will not be submitted.
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The list of documents to be uploaded as part of Technical offer can be found at the
eTendering system and at the checklist table in Annexure
4.16 Commercial Offer
Bidder shall submit their prices only in the eTendering system. Price quoted
elsewhere shall be liable to rejection.
4.17 Qualifying Criteria Prior to the detailed evaluation of the Technical Bids, MJP shall determine whether
each bid is (a) complete, (b) is accompanied by the required information and
documents and (c) is substantially responsive to the requirements set forth in the
RFP document. Only those bidders, who fulfill all the qualifications mentioned in the
section “qualification criteria” of the tender, shall be eligible and qualified for further
technical scrutiny as per the Evaluation Framework given below.
Bidders should obtain minimum 70% in the technical evaluation to qualify for
opening of the Commercial Bid. MJP’s evaluation in this regard shall be final and
binding on the Bidder.
MJP may at its sole discretion, waive any minor informality or non-conformity or
irregularity in a Bid Document, which does not constitute a material deviation,
provided such a waiver does not prejudice or affect the relative ranking of any
Bidder.
4.18 Evaluation Framework
MJP will form evaluation committee to evaluate both technical & commercial bids.
Technical Evaluation conducted by the MJP Technical Evaluation Committee shall be
final and binding on all the bidders.
Bidders who have qualified as per the Section 3 (Qualification Criteria) of this RFP document shall be evaluated and scored by the RFP Evaluation Committee based on
a weighted point system, assessing each bidder’s ability to satisfy the requirements
set forth in the RFP Document. Broad criteria for the evaluation are as follows :
Fit to the Requirements MJP shall high weightage to the quality and fit of the solution with respect to the
Functionality
A. Best Fit to the Proposed Functionality :
Detail Software Functionality Scope is given in the Annexure. MJP shall evaluate the
excellence of the proposed Software Modules on these functionality requirements. In case of bespoke development, the corresponding module would get 100% score.
The weightages given for the different modules are specified below :
Module Name
Module
Weightage
(A)
Best Fit to the proposed
Functionality and
Integration with other
modules (B)
Total =
(B*
A)/100
Customer Relationship Module 20
Grievance Redressal module 20
Water Billing Module 60
Total 100
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B. Proposed Solution :
MJP would prefer Proven Packaged Solution, since such solutions are successfully tested and have best practices incorporated. Along with low risk of failure, such
solutions can also be deployed faster compared to Bespoke developed solutions.
MJP would thus follow the weightage matrix given below :
Type of Module Weightage
Packaged Solution (for each module) 1
Bespoke Developed 0.5
For the Packaged Solution to qualify, it should score minimum 70 % marks
individually (module-wise). In case the packaged solution / module doesn’t score
70 % marks, it shall be considered as Bespoke Solution for Technical Evaluation
purpose.
C. Quality of Proposed Methodology
MJP shall also evaluate the quality of the proposed methodology to implement the
solution. Various parameters to be considered under this section are:
Project Management Methodology
o Pre-Implementation
o Implementation o Post-Implementation
Quality of the Software Engineering methodology proposed for Bespoke
Development Modules
Risk Management Methodology proposed
Weightage matrix for this criteria of evaluation will be :
Evaluation Criteria Max Score
Bidders understanding level of proposed scope of work
& Technical solution including sizing of the hardware & connectivity
30
Project Management Methodology for Pre-
Implementation 15
Project Management Methodology for Implementation 20
Project Management Methodology for Post-Implementation
15
Quality of the Software Engineering methodology proposed for Bespoke Developed Modules
10
Risk Management Methodology Proposed 10
Total 100
The Technical solution document and the presentation to be made by the bidders would be considered for the above evaluation.
D. People
MJP will evaluate the information submitted by the Bidder with regard to Bidder’s
proposed team, especially, the Project Manager, Business Analyst, Programmer, Implementer, etc. and the team size. The details of minimum two personnel for
each of the category mentioned except in case of Project Manager where details of
only one personnel may be provided. The average of the marks scored by the two
personnel would be considered for evaluation. The Bidder must put forth the best
team that has the relevant Software Development & Implementation experience,
government domain knowledge and the ability to meet the stringent deadlines. The
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Bidder cannot subcontract the work at any stage without prior expression of
approval from MJP. Any change in the actual team will be allowed only after
expressed written approval from the Project Manager, MJP.
People details need to be submitted in formats given in Annexure.
Scoring matrix for this criteria of evaluation will be :
Evaluation Criteria Max
Score
Supporting Documents to be
provided
Strength of IT Manpower
in company
20
Letter from the HR head of the
company indicating strength of
IT manpower and EPF certificate/ Challan indicating total employee
strength
Strength of Manpower in
the company with Water
Management Domain
Knowledge
20
Letter from the HR head of the
company indicating the list of
employees having water
management domain knowledge
Quality of IT Manpower
proposed for the project
Implementation Project Manager’s total
experience, relevant
experience, qualification
Project Team’s total
experience, relevant experience, qualification
50
Details need to be submitted in
formats given in Annexure.
Quality of IT Manpower proposed for the Post-
Implementation
Project Team’s total
experience, relevant
experience, qualification
10
Total 100
E. Bidders’ Competence: Qualifying criteria for bidders is given in Section 3. Over and above these criteria
bidders shall be rated on following parameters:
Parameters Max Score
Supporting
Documents to
be submitted
Bidder’s cumulative Turnover from IT Projects in last 3 financial
years ending 31st March 2012
20
CA certificate/
Copy of the Annual
Financial
Statements
Nos. of years bidder has been in
operation in the area of IT
software & software services as a
registered company in India as of
31st March 2012
15
Copy of the
Company
Registration
certificate
23
Bidder’s experience in
implementing e-Governance
projects in India / Abroad
(Total Value of the Project, No of
Implementation locations, No of Projects with post implementation
support)
30
Copy of the
work order/
client
testimonial/
Agreement
Bidder’s experience in
implementing e-Governance
application covering Water
module in any ULBs / Water
boards in India (No of ULBs/ Water boards, Value
of the Project, post
implementation services
provided)
35
Copy of the
work order/
client
testimonial/
Agreement
Total 100
For each of the above mentioned criteria, weightages assigned are given in the
following table.
Sr. No Criteria Weightage
A Proposed solution 40 %
B Quality of Proposed Methodology 15 %
C People 15 %
D Bidders’ Competence 30 %
Total 100%
Vendor may be asked to give presentation (Appx. duration of 30 minutes) with
respect to Quality of proposed methodolgy during the Technical Bid Evaluation Process. MJP reserves right to take detail demonstrations of the proven packaged
solution proposed and / or visit vendor’s customer where such a similar project
execution has taken place.
4.19 Commercial Bid Evaluation Commercial envelope of only those bidders who obtain minimum 70% score in
Technical Evaluation shall be opened. Total Cost of ownership shall be calculated
based on cost matrix given in Annexure. Each of the Commercial bids shall be
evaluated on a score of 100 points on the basis that points obtained are inversely
proportional to the Price quoted and vice- versa. The methodology of scoring will be
as follows.
Bidder Commercial Score = 100 * (L1 Total Cost of Ownership / Bidder Total Cost
of Ownership).
4.20 Total Bid Evaluation The Technical bid shall have a weightage of 70% in the overall evaluation of the bid
and the Commercial bid shall have a weightage of 30% in the overall evaluation.
Total Score = 0.7 * Bidder’s Technical Score + 0.3 * Bidder’s Commercial Score
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4.21 Terms and Conditions
Terms and conditions for vendors who participate in the tender are specified in the section called “Terms and Conditions”. These terms and conditions will be binding
on all the vendors. These terms and conditions will also form a part of an
agreement to be signed with the purchase order, to be issued to the successful
vendor(s) on the outcome of the tender process.
4.22 Conditional offers by the Vendors
The vendor should abide by the terms and conditions specified in the RFP
Document. If vendors submit conditional offers it shall be liable for outright
rejection.
4.23 Address of Communication Offers should be addressed to the Chief Engineer, Central Planning, MJP at below
given address:
Chief Engineer,
Central Planning,
4th Floor, Express Towers Nariman Point
4.24 MJP’s right to accept any Bid and to reject any Bid or all Bids
Notwithstanding anything stated herein, MJP reserves the right to accept full or part
of the Bid or reject any Bid, and to cancel/annul the bidding process and reject all Bids at any time before the award of the Contract, without assigning any reason
and thereby without incurring any liability to the affected Bidder or Bidders or any
obligation to inform the affected Bidder or Bidder’s of the grounds for MJP’s
action/decision.
4.25 Costs & Currency The offer must be made in Indian Rupees only. Taxes and levies as applicable at
the time of submission of bids to be mentioned separately.
4.26 Security Deposit
Within 15 days of the communication by MJP (by Letter / Fax / E-mail) successful bidder will have to sign an Agreement Contract with MJP & submit Security Deposit
equal to 3% of the Order value in the form of a Bank Guarantee from any
Nationalized or Scheduled Bank, valid for the period of 8 month.
This Security deposit will be forfeited if the project milestones are not adhered to as per the deadlines given in Section 5 (ref. no. 1). MJP will release Security Deposit
only after successful completion of project and submission of the Performance Bank
Guarantee.
4.27 Performance Bank Guarantee The performance bank guarantee of 10% of the Operational expenditure for 1 years
cost, from the Nationalised Bank, valid for 12 months from the completion of
successful Mock go live run, shall be required to be given to MJP after mock go live
run. At least 15 days prior to the end of the validity of the performance bank
guarantee, the vendor would submit a fresh PBG of the equivalent amount &
validity/ shall extend the existing PBG for another one year. This revolving PBG would be submitted to cover the entire period of the operations & Maintenance.
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The proceeds of the performance bank guarantee shall be payable to MJP as
compensation for any loss / penalties / liquidated damages resulting from the
vendors failure to complete its obligations under the contract for post implementation support.
The performance guarantee shall be discharged by MJP to the vendor within 15
days of the expiry of the warranty period.
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5 Project Scope The proposed water management system for MJP is a comprehensive water management system and envisages end-to-end computerization of the water
management functioning. It is envisaged to undertake Enterprise Wide Resource
Planning approach, enabling MJP to use various data in most optimal way and
provide services to citizens in efficient and effective manner.
Summary of Services Components to be delivered under this project is given
below:
One time
o Either Packaged Solution (with required customisation) Or bespoke development of proposed modules
o Server Side infrastructure:
Supply of required RDBMS, Application Server Software,
Web Server Software
Supply of required Server Side Hardware with system
software Database / Application / Web Servers/ Active
directory – LDAP Servers / Test Servers
Backup Media
o Security Systems (Firewall, IPS, Antivirus etc)
o Managed Enterprise Connectivity solution (Broadband Internet/ P2P/ MPLS) and the network equipments for it (Router,
switches, modems etc)
o Data Porting / Creation of Master Files
o Integration with existing GIS application, Accounting System,
web portal o User Acceptance Testing (UAT)
o Training
o User Documents
o Mock go live implementation
o Onsite Handholding support
The Training, Mock go live implementation and onsite handholding support would
be provided at the Division level and all other activities would be carried out
centrally. Currently, the application is planned to be implemented at 28 divisions of
the MJP. However, in future if MJP wishes to implement the solution in any division
other than the ones indicated in this tender, MJP may place the orders for the additional divisions using the base rates quoted for a division in this tender.
Recurring (Post Implementation)
o Annual Technical Support for 3 years
For Application Software For RDBMS / Application Server / Web Server
For Server Side Hardware Supplied under this project
o Annual managed enterprise connectivity charges for 3 years
o Man month based Post Implementation Software Enhancements
/ Customisation
Various functional modules to be covered under this project are given below along
with the expected number of users:
27
Sr.
No. Module
Expected
no. of Total Users
Expected
no. of
concurrent
users
Customer Relationship Module 2500 50
Grievance Redressal module 2500 50
Meter entry 75 45
Water Billing Module 55 30
Collection Module 55 30
Note :
Expected number of users is based on present volume which may increase. System
should be capable of taking additional load.
Software Functionality Scope is given in Annexure
Requirement of actual integration will be finalized in To-Be phase
Bidders, other than sole agents in India of the quoted packaged solution, must
submit a letter of authority from the packaged solution owner that they have been
authorized to quote for the solution.
In order to give more clarity on the Scope of Work, it can be primarily divided into four main elements a) Supply and Installation of Application b) Project
Implementation services and c) Post Implementation Services
5.1 Supply (Customisation & Development) and Installation of
Application, Database and related Software The bidders will be responsible for the following:
Proposing the Proven Packaged Solution (including third party bolt-on
applications required to meet MJP’s requirements if not available in the
Packaged Solution), indicating specific modules, tools etc. suitable to meet the
functional and technical specifications laid down in this Tender Document, giving justifications where ever necessary;
Developing certain departmental modules which are not available as
Packaged solution
Supplying the application, database and related software, integration tools
and describing the process to be followed for installing the same. MJP currently
has an application with Oracle as the RDBMS. MJP would prefer if the bidder proposes latest version of Oracle RDBMS for the convenience of the database
management and maintenance for MJP.
Audit / Validation by Packaged Solution OEM to ensure that the best possible
methodology has been deployed for implementation of the given Packaged
Solution. Audit / Validation should cover the following (but not limited to) : o Hardware sizing
o Certification of Installations
o System Integration Tests, training, methodology
o Customisation, workaround
o Solution quality
5.2 Supply and Installation of the requisite Server Side Hardware and
related software and implementation of managed enterprise wide
connectivity solution
The bidders will be responsible for the following:
Sizing of the following Server Side Hardware and Software. Server side requirement given below needs to be considered to offer complete solutions,
28
however, bidder needs to suggest any further requirement to implement and
maintain the project.
o Database / Application / Web Servers Servers / ADS – LDAP Servers / Test Servers
o Operation System and Anti Virus
o Backup Media
Sizing, Supply, Installation & Maintenance of the Enterprise wide connectivity solution. The Server side requirement & the requirement at each individual
office location in terms of both the bandwidth, network equipments desired and
recommended appropriate type of connectivity and based on which the security
systems (Firewall/ IPS) are to be identified, implemented and maintained.
Sizing, Supply, Installation & Maintenance of the connectivity with DR
location so that the objectives defined in business continuity policy of MJP is successfully achieved
Note : Bidder to give details of product with version details and also include it
as a part of AMC. AMC should be for line items at group level. For all supplied
and installed hardware and Operating systems / Software. Indicative specifications for above mentioned IT equipments is given in
Annexure.
The servers will be centrally located at MJP office at Nariman Point. The
bidder should include a list of the proposed hardware elements as part of their
response to the Tender. MJP may also choose to opt for co-location of the servers at some third party
data centre. In that event work order may not be placed for certain
infrastructure elements like UPS, Rack etc
For Servers, network devices, security devices and Backup Device, the bidder
need to quote one of the top 5 OEMs as per the latest IDC / Gartner report.
Successful bidder would ensure that the current investment of MJP in IT Infrastructure is protected and would utilize the same in the best possible and
effective manner.
The Disaster Recovery site for the application would be the State Data
Centre, 4th Floor, New Administrative Building, Opp Mantralaya.
The following items/ services would be made available at SDC and the bidder has to provide all other components for successful operation of the solution.
o Virtual instance of server for the web/application/database
o RDBMS (DB2/MS SQL/ Oracle)
o ~ 1 TB of SAN Storage
o Internet Security- Firewall, IPS o Internet connectivity (48 Mbps each from MTNL and Tulip).
However this is shared Internet connectivity
o LAN within SDC
The successful bidder would have to provide the necessary support in the
operationalisation of the DR solution.
5.3 Project Implementation Services
It is expected that the successful bidder shall conduct the Gap Analysis Study with
the Expert Committee appointed by MJP. The packaged software will be
demonstrated to the Expert Committee and detailed study and discussion will be
done. Software requirements will be frozen in this Business Blue Print Study phase.
29
Once the bidder completes the software changes, User Acceptance Testing (UAT)
will be done with Expert Committee at a centralized location. The software once
successfully certificated after UAT will be rolled-out at locations of MJP.
Following activities will be centralized activities:
Business Blue Print (BBP) / Gap Analysis Study
User Acceptance Test (UAT)
Following activities are envisaged to be carried out at each sub-division of MJP
under the scope of this project:
Fitment of frozen software at respective Sub Divisions
User Training Mock Go-Live
On site Help Desk Support for 2 months (One Implementer for each site /
location)
As a part of implementation services, the successful bidder shall undertake the following :
A. Project Plan
Bidder shall prepare & submit the project-plan for the implementation of the
application indicating the following details:
Detailed activity schedule
Time lines for each activity
Team composition with Roles & responsibilities of each member
Dependencies on MJP or any other organisation for each of the major tasks
envisaged in the project Deployment schedule at each location
Management and control mechanism for the project
Project Risks & Mitigation Plans
B. Business Blueprint study MJP will form an Expert Committee comprising maximum 8-10 members- Engineers
and Users from selected Division, Sub-Divisions for the purpose of standardization
of the business processes. The successful bidder shall assist MJP in standardizing
the business processes and shall prepare and submit a To-Be process document
duly highlighting the gaps and incorporating the best practices. The document will indicate the additions/ modification that need to be made to the business process in
view of application implementation. This exercise would freeze the scope and
functionality of the software that needs to be replicated across various divisions on
MJP. The bidder shall also identify the customizations/ workaround that need to be
made to the product & submit a document on the Gap analysis/ customization requirements. The bidder would prepare and submit the Software Specification
Document (SSD) for review and sign-off. Once the SSD is signed-off, the bidder
would carry out the further activities of customisation and UAT. The scope of
customisation at Division level would be restricted to changes in the report formats.
C. Application configuration & customization The successful bidder shall commission a development environment inclusive of
hardware, network & software so that the development work could be initiated as
soon as possible. The bidder shall supply, configure all the required modules along
30
with any add-on module and with any third party tool required to implement the
approved Software specification document. The bidder shall develop interfaces for
the application with other application to ensure exchange of data on a real time/ batch processing basis. The interfacing should involve minimum manual
intervention & only required data should be transferred to the application from the
external system or vice versa.
D. User Acceptance Testing (UAT) The primary goal of Acceptance Testing is to ensure that the proposed System
meets requirements, standards, and specifications as set out in this RFP and as
needed to achieve the desired outcomes. Successful Bidder shall prepare the UAT
criteria document and sample data for UAT, and take approval from MJP, well in
advance before start of the UAT process.
MJP reserves it’s right to undertake this exercise of Testing, Acceptance and
Certification through a third party.
The basic approach for UAT will be ensuring that the following are associated with
clear and quantifiable metrics for accountability: Functional requirements
Infrastructure Compliance Review
Performance Testing (Full load/ Stress test) using suitable tools which would
be provided by the successful bidder
Security Project Documentation
Data Quality Review
Any defect/s arising out of the UAT shall be notified in writing and the
bidder shall resolve the defects and release appropriate patches &
demonstrate the effect to MJP.
MJP would provide the UAT signoff on successful acceptance of the application. The
software would be considered as frozen and all additional requirements would be
addressed through change request during the post-implementation phase.
E. Application roll out at Division office
Once centralised UAT is completed, the process of software Roll out across 28
Divisions will begin. The bidder would map the process at each Sub-Division with
the centrally agreed functionality and processes. The current processes of Divisions
will have to be fine tuned to fit centrally agreed and finalised processes. The bidder would suggest business process re-engineering points for and implementation by
Divisions.
F. Training
The bidder is expected to provide training to identified users of MJP on usage of modules as well as commissioning of these modules for day-to-day use in the
agreed IT infrastructure to be provided by MJP. Training would be provided at
respective Division offices of MJP. User Manuals each in Soft Copy will be provided
to MJP during training. Application Software Training for user level, management
level and administration level will be conducted.
Application Software Training to End-Users The users of MJP should be given training in the application software and this will
comprise a general overview of the system, including the required changes in the
31
work procedures and the benefits of the system. The Hands-on Training should be
provided on the relevant functionality of the software to the concerned employees.
The Application Training will comprise following: – Technical
Menu & Application Navigation Options
User Interface Forms
Reports Generated
Procedural Do’s and Don’ts
Changeover from Manual to Computerized Systems
Controls & Checks to be followed
A simulated setup should be created in the training room where users can be
trained on the modules relevant to them followed by practice session resembling to the live run. Such simulation exercise would help in generating a level of confidence
amongst users, which will enable in smooth changeover from manual to
computerized system. Users should be provided with the soft copy of user manuals
as course material.
Training to Application / System Administrators
Two designated System Administrators should be trained in the below
mentioned System Administration activities.
Application Installation, Configuration
Application Database Backup, Restoration & Data Recovery Application Configuring System Settings & Parameter Settings
Support to the field offices in problems related to transmission of data
Support to other employees in application usage & minor technical problems
G. Mock Go-live
This exercise would be carried out by MJP and would be based on actual data of Division.
Billing and related data for about 50 connections would be utilized and all relevant
reports/ register to be verified by MJP. This exercise will validate that the software
results (outputs) are in line with the SSD and as per agreed output formats.
Successful completion of this stage will imply that the software modules in totality are ready for use. The duration for the completion of this stage would be of 8
working days. This activity will involve test data entry of about 50 connections and
ensuring that the entire process from connection to billing and collection along with
other support functions of Customer Relationship module and Grievance module are
being executed properly.
H. Data Digitisation / Data Migration
Bidder shall perform the data digitization & migration from the existing systems
being used by any sub-division to the Database implemented for the proposed
System. The Data digitization & migration to be performed by the bidder needs to be preceded by an appropriate data migration methodology, prepared by the bidder
and approved by MJP.
Data Entry if any for legacy data will be done by the MJP and bidder should provide
required formats or tools for data entry to MJP.
Data Migration Requirements: Carry out the migration of legacy electronic data
32
Provide checklists from the migrated data to MJP for verification, including
number of records, validations (where possible), other controls / hash totals.
Highlight errors, abnormalities and deviations.
I. System Documents, User Documents
The Successful Bidder will provide documentation as the project undergoes various
stages of implementation. Indicative list of documents include:
Project Commencement Documentation : Project Plan in giving out micro level activities with milestones & deadlines.
Equipment Manuals : Original Manuals from OEMs.
User Manuals : For all the Application Software Modules, required for
operationalisation of the system.
System Manual : For all the Hardware equipments covering detail
information required for it’s administration. Installation Manual
Note : The successful bidder will ensure Upkeep & Updataion of all documentation
and manuals.
5.4 Post Implementation Services
Bidder shall provide following man-power to MJP during 3 years Post
Implementation Support services at centralized location of MJP.
Project Co-ordinator-1
Server Administrator-1 Database Administrator-1
Programmer-1
Help Desk staff-2
As a part of Post-Implementation services, the successful bidder shall undertake
the following services for the period of 3 Years from the date of Completion of Mock go live:
A. On site hand holding support
The successful bidder would provide On-site Hand-holding support (one
implementer at one location) for a period of 2 months from the date of Mock go-live
completion certification. The bidder would resolve any defects arising in the application software during the hand holding phase.
B. Supply of Additional Licenses for Packaged Solution Modules (if
required)
Successful Bidder is required to give a regular feedback to MJP on the overall usage
of the Application Software to understand the Usage of the already procured Licenses. Based on this usage statistics, if required by MJP, Successful Bidder would
have to supply additional licenses for the Packaged Solution Modules. Bidder would
ensure that MJP gets same or higher level of discount over the list price as given in
response to this tender.
C. Annual Technical Support (ATS) for Application Software Successful Bidder would be completely responsible for the defect free functioning of
the application software and would undertake following as part of ATS for
Application Software:
Resolve any issues including error/bug fixing, improvements in presentation
and/or functionality and others within a duration mentioned in Service Level
Agreement. Shall Identify and resolve application problems like system malfunctions,
performance problems and data corruption
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Provide the latest updates, patches / fixes, version upgrades relevant for the
software components.
Any changes/upgrades to the software performed during the post implementation phase shall be subjected to the comprehensive & integrated
testing by the successful bidder to ensure that the changes implemented in the
system meets the desired and specified requirements of MJP and does not
impact any other function of the system
For any changes to the software, bidder shall submit a document indicating proposed changes, impact to the system in terms of functional
outcomes/additional features added to the system etc
All planned changes to application systems shall be coordinated within
established Change Control processes to ensure that:
o Appropriate communication on change required has taken place
o Proper approvals have been received o Schedules have been adjusted to minimize impact on the
production environment
Shall define the Software Change Management & Version control process and
obtain approval for the same
Software version management, and software documentation management reflecting features and functionality of the solution.
D. Annual Technical Support (ATS) for RDBMS / Application Server /
Web Server / System Software Supplied under this project
Provide the latest updates, patches / fixes, version upgrades, etc. Software version management, and software documentation management
reflecting features and functionality of the solution.
Database / Application Software tuning to enhance the performance of the
overall system
Undertake regular, proactive Database Management activities.
E. Help Desk management
The successful bidder shall establish a Help Desk facility which will be the
one point of contact for reporting issues/ problems with the application and the
bidder shall also set up the communication channels (email, Telephones) for the
incident reporting. The successful bidder would deploy at least one full time executive to man the Help desk and the Help desk would function from the
successful bidder’s premises.
The Help Desk shall carry out the following activities
o Issue ID number to each complaint/issue logged
o Assign severity to the complaint/issue in lines with the severity levels mentioned in the SLA
o Track each complaint/issue using the ID number
o Escalate the complaints as per the mutually agreed escalation
matrix
o Provide Functional & Technical support for resolving the complaint/ issue
o Confirm resolution with end user & close the complaint/ issue
log
o Analyze the complaints/ issue handled by the Help desk for call
volumes & problem trends & resolution times and prepare a
Knowledge base for the frequently reported problems
F. Infrastructure Management
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This includes the design of an appropriate System Administration policy with
precise definition of duties and adequate segregation of responsibilities and
obtaining the approval for the same from MJP. System Administration includes the following activities:
Overall management and administration of infrastructure solution.
The vendor has to co-ordinate with other vendors, wherever
required/applicable
Performance tuning of the system as may be needed to enhance system’s performance and comply with SLA requirements on a continuous basis.
System management includes but not limited to managing server
configuration, monitoring and optimizing server performance, installing/ re-
installing server software or other software in event of system failure, carrying
out database administration activities like startup, shutdown, recovery when
required, performance tuning and problem resolution. Application management includes but not limited to monitoring the
availability/ response time of application
G. Infrastructure Maintenance
The IT Infrastructure Maintenance Services, in respect of hardware and other IT infrastructure for MJP includes the preventive maintenance & repairs the details of
which are given below:
The successful bidder shall carry out preventive maintenance, repairs and
replacement of parts wherever needed to keep the performance levels of the
equipment/uptime in tune with the requirements of the SLA. The preventive maintenance shall not be attended during working hours of
the MJP, unless inevitable and approved by MJP.
The successful bidder shall also prepare & submit a document on the
Preventive maintenance schedules & procedures for the same. The Preventive
maintenance shall include, but not limited to the following
o Run diagnostic tests o Checking wear & tear of equipment
o Checking loose connections
o Cleaning & removal of dust from interior & exterior of
equipments
o Update wiring diagrams when they are modified The successful bidder shall provide the following services as part of the
Repairs
o The successful bidder shall rectify hardware problems within the
time limits prescribed in the SLA
o The successful bidder shall stock spare parts to ensure the uptime as per the SLA is met. The successful bidder shall have
back to back arrangement with OEM to provide this service &
copy of such agreement should be submitted by the successful
bidder to MJP
o Wherever a component has to be replaced, it shall be replaced with a component of the same make and configuration. In case
the component of same make and configuration is not available
for any reason, the replacement shall be of a new branded one
and shall be of a higher configuration specifically approved by
the MJP. The successful bidder shall take the approval of MJP for
all brands which will be used by successful bidder as replacement.
o It shall be the responsibility of the successful bidder to ascertain
or assess the MTBF (Mean Time Between Failures) Values of
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these components and quote appropriately in the commercial
bid.
o The successful bidder, may, if so advised by MJP, get a dysfunctional hardware component repaired in lieu of its
replacement, subject to ensuring the overall compliance of the
requirement of uptime specified in the SLA
o The successful bidder shall maintain a log book/ soft copy of
reports using automated system of all the Maintenance and Repair activities carried out in the System. The log book shall be
inspected any time by MJP.
o The essence of the hardware maintenance contract is to ensure
that all the components of hardware work perfectly in unison
and deliver rated performance during the period covered by the
agreement between the successful bidder and MJP and that the systems uptime is upto the standards prescribed in the RFP.
H. Data backup management
The successful bidder shall design a detailed Data Storage and Backup policy
& procedures (SOP), which highlights the data storage, retrieval process, data backup requirements including frequency and process of data backup
management, type of backup (incremental or full) etc to ensure that all the data
related to MJP is available in a backup media/solution
The successful bidder shall carry out the data back up & data restoration
activities as per the Data Backup policy The successful bidder shall perform the data restoration tests at regular
intervals as agreed in the SOPs
The successful bidder shall also manage the storage media including, but not
limited to tagging, cross-referencing, testing & vaulting
The successful bidder must enable the necessary audit trails on the IT
infrastructure at Data Centre/DR site, which tracks the data backup and restoration activities performed by the bidder. Such audit trails shall be verified
for measuring the performance of the bidder
I. Business continuity Planning
The successful bidder shall design a detailed business continuity policy for recovery/ continuation of technology infrastructure after a natural or human-
induced disaster. The successful bidder would carry out a business impact
analysis and based on it recommend the Recovery Point Objective (RPO) and
the Recovery Time Objective (RTO) for each service. The Business continuity
policy including the key matrices of RPO and RTO would be submitted to MJP for approval.
The successful bidder would demonstrate successful backup and restore of
facility and process once in a year.
The successful bidder will be required to commence restoration of IT
infrastructure following disaster within the RTO specified in the business continuity policy upon receipt of a request from MJP for restoration.
J. IT Security Management
The successful bidder shall monitor & manage various tools like the firewall,
HIPS, antivirus solution, identify the vulnerabilities & install necessary patches
for the identified vulnerability The successful bidder shall respond to security breaches & coordinate with
the respective OEM in case a new threat is detected to ensure that patch is
made available for it
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The successful bidder shall analyze the audit logs for the server/system
activities at regular intervals & identify security issues and address them.
K. Application Software Enhancements / Customisations The functional changes to system, which deviates from the Functional
Requirements Specifications, shall be carried out through a separate Change
Control Note (CCN) prepared by bidder. The successful bidder shall provide one
fulltime programmer who would be based out of the successful bidders premises
and would carry out the required customizations/ enhancements in any of the modules.
Programmer (with minimum 2 years of relevant programming experience)
L. Transition Management
At the end of the post implementation period or during the post
implementation period, if any other agency is identified or selected by MJP for providing O & M Services for water management system, the successful bidder
selected through this bid is required to provide necessary handholding and
transition support which shall include but not limited to, conducting detailed
walk-through and demos for the solution, handing over the entire software
(including source code, program files, configuration files, setup files, project documentation etc), addressing the queries/clarifications of the new agency and
conducting training sessions etc.
The ownership of the assets (including soft and hard components existing
and procured through this tender), at any point of time during the warranty or
expiry of the warranty, shall rest with MJP. During the exit/transition management process, successful bidder shall
ensure that the water management system is handed over to MJP in a complete
operational condition to the satisfaction of MJP. In case successful bidder is
unable to address such issues, MJP may levy penalty.
During the contract period, the successful bidder shall ensure that all the
documentation including polices, procedures, asset registers, configuration documents etc are kept up to date and all such documentation is handed over to
MJP during the exit management process.
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6 Terms and Conditions of the Tender 6.1 Work Completion / Payment Terms
Project Delivery / Work Completion milestones given below is from the date
of Work Order.
% of the Payment Milestone given is the percentage of the Total Pre-
Implementation Cost as per the Annexure (Commercial Bid).
Pre-Implementation
Time
line Milestone Deliverables Payment
T Award of Contract &
Team Mobilization
Security Deposit of
5% of the order
value
5 % of cost of system
integration services
T+ 1 weeks
Detailed Project Plan
for Implementation
of Solution
Project Plan for Implementation
T+ 8
weeks
Business Blue Print
Study
Software
Specification
Document Infrastructure Design
document
15% of cost of system
integration services
T + 16
weeks
Supply & Installation
of Server Side
Hardware &
Software
Document on the IT
component procured
& configuration
90 % of IT
Infrastructure cost
T + 18
weeks
Enterprise wide
networking
Document on the network component
procured &
configuration
-
T +20
weeks
Bespoke
Development or
Application
Configuration & Customization
UAT criteria
document
T+ 22
weeks
Acceptance testing Infrastructure
Compliance
UAT of the Software
Modules including
performance testing
Report on various tests performed with
results
Report on resolution
of issues identified
during testing
10 % of IT Infrastructure Cost, 50
% of Application
software cost & 30% of
Cost of system
integration services
T+ 28 Weeks
Submission of
System
Documentation &
User Documentation
Data Migration
Operational manual
Procedure for installation &
configuration of
infrastructure
components
Manufacturers
technical document Security Policy
T + 30
weeks
Training at Divisional
offices
Training/ User
manual & course
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materials
T+ 32
weeks
Mock go Live
Completion Certificate by MJP
+
10% Performance
Guarantee
30 % of the cost of
system integration
services would be paid
on a pro- rata basis for
each division
40 % of the application
software cost on completion of Mock go
live
T+ 40 weeks
On site hand holding
20 % of the cost of
system integration
services would be paid
on a pro- rata basis for
each division
10 % of the application
software cost
Post-Implementation
Annual Maintenance Contract (for 3 years after Implementation Completion Certificate by MJP)
The total AMC amount would
be divided into 60 equal monthly installments to be
paid after every month
Programmer cost for 3 years
The total programmer would
be divided into 60 equal
monthly installments to be
paid after every month
6.2 Annual Technical Support (ATS)
The offer must include a minimum five year on-site ATS from the date of acceptance of the system by MJP.
6.3 Service Level Agreement
MJP is looking at a very professional approach in the project implementation and
it’s operations. Bidders will have to match to the expectations of the service levels given in Section 7.
6.4 Indemnity
Vendor shall indemnify, protect and save MJP against all claims, losses, costs,
damages, expenses, action suits and other proceeding, resulting from infringement of any patent, trademarks, copyrights etc. or such other statutory infringements in
respect of all the hardware / software supplied by him.
6.5 Publicity
Any publicity by the vendor in which the name of MJP is to be used should be done only with the explicit written permission of the Chief Engineer, Central Planning,
MJP.
6.6 Guarantees
Vendor should guarantee that the hardware systems delivered to MJP are brand
new, including all components. In the case of software, the vendor should guarantee that the software supplied to MJP is licensed and legally obtained. All
hardware and software must be supplied with their original and complete printed
documentation.
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6.7 Force Majeure
The vendor shall not be liable for forfeiture of its performance security, liquidated damages or termination for default, if and to the extent that its delay in
performance or other failure to perform its obligations under the contract is the
result of an event of force Majeure. For purposes of this Clause, “Force Majeure”
means an event beyond the control of the Vendor and not involving the vendor’s
fault or negligence and not foreseeable. Such events may include, but are not limited to, Acts of God or of public enemy, acts of Government of India in their
sovereign capacity, acts of war, either in fires, floods, strikes, lock-outs and freight
embargoes.
If a Force Majeure situation arises, the Vendor shall promptly notify the Chief
Engineer, Central Planning, MJP in writing of such conditions and the cause thereof within twenty calendar days. Unless otherwise directed by the Chief Engineer,
Central Planning, MJP in writing, the Vendor shall continue to perform it’s
obligations under the Contract as far as it is reasonably practical, and shall seek all
reasonable alternative means for performance not prevented by the Force Majeure
event.
In such a case, the time for performance shall be extended by a period(s) not less
than the duration of such delay. If the duration of delay continues beyond a period
of three months, MJP and the vendor shall hold consultations with each other in an
endeavor to find a solution to the problem.
Not withstanding above, the decision of the Chief Engineer, Central Planning, MJP,
shall be final and binding on the vendor.
6.8 Resolution of Disputes
Chief Engineer, Central Planning, MJP and the vendor shall make every effort to resolve amicably, by direct informal negotiation, any disagreement or dispute
arising between them under or in connection with the contract. If after thirty days
from the commencement of such informal negotiations, Chief Engineer, Central
Planning, MJP and the Vendor have been unable to resolve amicably a contract
dispute, the matter will be referred to the Member Secretary, MJP, and his decision will be final and binding on both the parties.
6.9 Right to Accept Any Offer and to Reject Any or All Offers
Chief Engineer, Central Planning, MJP, reserves the right to accept or reject any
tender offer, and to annul the tendering process and reject all tenders at any time prior to award of control, without thereby incurring any liability to the affected
vendor(s) or any obligation to inform the affected vendor(s) of the grounds for the
Chief Engineer, Central Planning, MJP’s action.
6.10 Risk Purchase Clause In case the selected vendor fails to execute the project as stipulated in the delivery
schedule, Chief Engineer, Central Planning, MJP, reserves the right to procure
similar services from alternate sources at the risk, cost and responsibility of the
vendor. Before taking such a decision, MJP would give a notice period of 1 month.
6.11 Data Ownership All the data created as the part of the project would be owned by MJP. Successful
Bidder shall take utmost care in maintaining security, confidentiality and backup of
this data.
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6.12 Intellectual Property Rights
In case of the Bespoke Development, the Successful Bidder shall transfer the Source Code to MJP along with all the rights and privileges. Successful Bidder shall
also submit all the necessary instructions for incorporating any modification /
changes in the software and its compilation into executable / installable product.
6.13 Exit Management
A. Exit Management Purpose
This Schedule sets out the provisions, which will apply on expiry or termination of
the contract. The Parties shall ensure that their respective associated entities carry
out their respective obligations set out in this Exit Management Schedule.
B. Transfer of Assets
Successful Bidder shall be entitled to use the Assets for the duration of the exit
management period, which shall be the four month period from the date of expiry
of contract, or termination of the contract.
C. Confidential Information, Security and Data
Successful Bidder will promptly on the commencement of the exit management
period, supply to the MJP or its nominated agencies the following:
Information relating to the current services rendered and performance data
relating to the performance of the services; Documentation relating to Project, Project’s Intellectual Property Rights; any other data and confidential
information related to the Project;
Project data as is reasonably required for purposes of the Project or for
transitioning of the services to its Replacing Successful Bidder in a readily
available format.
All other information (including but not limited to documents, records and agreements) relating to the services reasonably necessary to enable the MJP
and its nominated agencies, or its Replacing Vendor to carry out due diligence in
order to transition the provision of the Services to MJP or its nominated
agencies, or its Replacing Vendor (as the case may be).
D. Employees
Promptly on reasonable request at any time during the exit management
period, the Successful Bidder shall, subject to applicable laws, restraints and
regulations (including in particular those relating to privacy) provide to MJP a list
of all employees (with job titles and communication address) of the Successful Bidder, dedicated to providing the services at the commencement of the exit
management period;
To the extent that any Transfer Regulation does not apply to any employee
of the Successful Bidder, MJP or Replacing Vendor may make an offer of
employment or contract for services to such employee of the Successful Bidder and the Successful Bidder shall not enforce or impose any contractual provision
that would prevent any such employee from being hired by the MJP or any
Replacing Vendor.
E. Rights of Access to Information
At any time during the exit management period, the Successful Bidder will be obliged to provide an access of information to MJP and / or any Replacing Vendor in
order to make an inventory of the Assets (including hardware / Software / Active /
41
passive), documentations, manuals, catalogs, archive data, Live data, policy
documents or any other material related to the Project.
F. Exit Management Plan
Successful Bidder shall provide MJP 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 Scope of work definition.
o A detailed program of the transfer process that could be used in
conjunction with a Replacement Vendor 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;
o Plans for the communication with such of the Successful Bidder,
staff, suppliers, customers and any related third party as are
necessary to avoid any material detrimental impact on Project’s
operations as a result of undertaking the transfer; o Plans for provision of contingent support to Project and
Replacement Vendor for a reasonable period (minimum one
month) after transfer.
Successful Bidder shall re-draft the Exit Management Plan annually thereafter
to ensure that it is kept relevant and up to date. Each Exit Management Plan shall be presented by the Successful Bidder to
and approved by MJP or its nominated agencies.
The terms of payment as stated in the Terms of Payment Schedule include
the costs of the Successful Bidder complying with its obligations under this
Schedule.
During the exit management period, the Successful Bidder shall use its best efforts to deliver the services.
Payments during the Exit Management period shall be made in accordance
with the Terms of Payment Schedule.
This Exit Management plan shall be furnished in writing to Successful Bidder
or its nominated agencies within 7 days from the receipt of notice of termination or three months prior to the expiry this Agreement.
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7 Service Level Agreement The purpose of this Service Level Agreement (hereinafter referred to as SLA) is to clearly define the levels of service to be provided by the successful bidder to MJP
for the duration of this contract.
7.1 Penalty for delay in project execution
For any delay in installation and commissioning of the project, MJP will charge penalty @ 0.5% of the corresponding milestone value per week or part thereof,
subject to a maximum of 10% of the project value. MJP reserves the right to
terminate the contract if the penalty reaches 10% of the project value.
7.2 SLA for Uptime of Server Side Infrastructure Components If reported to be non-functional or identified with some bug / problem, MJP
would report the same to the successful bidder through telephone / email / fax /
letter / verbally.
Resolution time expected for various IT Components is given in the table
below. Penalty shall not be considered for the time period 10pm to 7am.
Vendor need to either fully repair or replace the equipment by temporary substitute (of equivalent configuration) and make it functional (from the entire
system perspective) within the expected resolution time.
In case of temporary substitute, the original components needs to be
replaced within 7 days. Else the penalty amount shall be considered. In case of
major, damage, vendor needs to replace the equipment with the brand new equipment of same or better configuration and capacity.
IT Infrastructure Components bug / problem
resolution time Penalty Amount
Server 4 hours Rs. 1000/- (per
hour)
Backup Device 8 hours Rs. 100/- (per
hour)
Network devices 4 hours Rs. 1000/- (per
hour)
Security devices 8 hours Rs. 100/- (per
hour)
7.3 SLA for Software Support
Any patch released by the OEM needs to be applied to the corresponding
product within 7 working days. Any delay in applying the patch will attract penalty of Rs. 500/- per day.
Any Software bug identified by MJP / citizen / vendor’s service engineer, will
be classified in types :
o Critical : Having bearing on the day-to-day functioning of the
respective system / availability of application (full functionality or part functionality) for the MJP users / citizens
o Non-critical : Not-having bearing on the day-to-day functioning
of the respective system
In case of dispute between MJP and the successful Bidder with respect to
classification of bugs as Critical or Non-Critical, decision of the Member
Secretary, MJP, shall be final and binding on the Successful Bidder. Resolution time & the penalty component for the bug fixing is given below
(applicable on 24 / 7 basis):
Type of Bug Bug / problem resolution Penalty Amount
43
time
Critical
8 hours
Rs. 500/- (per
hour)
Rs. 1000/- per hour
beyond 8 hours 4 hour if the bug /
problem has re-occurred within 7 days of the earlier
resolution
Rs. 2000/- per hour
beyond 24 hours
Non-critical
5 working days Rs. 500/- (per day)
Rs. 1000/- per day
beyond 7 days 3 working day if the bug /
problem has re-occurred within 15 days of the
earlier resolution
Rs. 2000/- per day
beyond 10 days
If the entire Module is down, following is the SLA :
Module Resolution
Time
Penalty Amount
beyond resolution
time (Rs. per hour)
Customer Relationship Module
8 hours
5000
Grievance Redressal Module 5000
Meter Data Management Module 10000
Billing & Collections Module 10000
7.4 Response Time Performance Criteria
Response time: Response time is the time interval between the instant at
which the LAN user at a terminal enters a request for a response from the Database server and the instant at which the response is received completely at
the terminal.
The successful factors for an effective business transaction processing are
end-to-end system response - comprising the server and networks; user
demand or load during peak periods; and capacity usage Server response for a transaction call will be defined on the performance of
CPU utilization, I/O response, and memory utilization
Network response for a transaction will be defined on the performance of
network architecture, related to bandwidth use, throughput, and ping tests.
The system response from the two components, server and network, will play a critical role when aggregated with system responses arising from
business application and database.
The Server (I/O response time) and network system response time (ping
test), combined, should be limited to 30 seconds. Any system response measure
exceeding 30 seconds will adversely impact the overall response time of the
business processing of a transaction. Non-adherence to the above-mentioned response time would be considered
as a bug and the penalty would be levied as per the table in section 7.3 for the
non-resolution.
7.5 Confidentiality The successful bidder will have to maintain strict Privacy and confidentiality of all
the data it/its staff gets access to. Adequate provisions to be made not to allow
unrestricted access to the data to people in the organization who have not got
necessary permissions. Successful Bidder cannot sell or part with any data in any
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form. Penalty of Rs. 1,000/- to Rs. 100,000/- would be charged on default of this
service condition. The exact amount of the penalty will be decided by MJP based
upon severity of the default.
7.6 Penalties
The Penalty shall be calculated on a monthly basis. The successful Bidder
shall provide the tool for monitoring of the Software SLAs.
All above mentioned penalties are exclusive to each other Three consecutive monthly deductions totaling to more than 25 % of the
applicable payment for the corresponding month will be deemed to be a
sufficient condition for termination.
In the event of any of the above happening, it shall be governed by the
terms & conditions of the agreement.
Planned Down-time (during non-working hours) is not considered for penalty calculation. Vendor will have to take atleast 3 days prior permission from MJP
for the planned down-time. Planned Down-time won’t be allowed for more than
two times in a month.
7.7 Team Profiles for Post Implementation Support The successful bidder has to deploy a specialized and trained on-site team for the
post implementation support. It is therefore desirable that the key personnel in the
team have the following minimum qualification and work experience.
Project Coordinator: Masters degree in Computer Science/ Physics / Maths / Statistics / Economics /Operations Research and one year’s experience on
software project operations and maintenance, OR B.Sc. in Computer Science
Physics / Maths / Statistics / Economics / Operations Research and two years
experience on software project operations and maintenance.
Server Administrator: BE / BTech / MCA with specialization in computers with
one year experience in Server administration OR M.Sc. in computer science and two years experience in Server administration. Should have OEM certification in
Server administration (Windows/ Linux).
Database Administrator: BE / BTech / MCA with specialization in computers
with one year experience in Database administration OR M.Sc. in computer
science and two years experience in Database administration. Should have OEM certification in Database administration (Oracle)
Network Engineer: BE / BTech / MCA with specialization in computers with
one year experience in network implementation OR M.Sc. in computer science
and two years experience in network implementation. Should have CCNA
certification. Programmer: BE / BTech / MCA with specialization in computers with one
year experience in software development OR M.Sc. in computer science and two
years experience in software development OR Masters degree in Physics/ Maths/
Statistics/ Operations Research/ Economics with Post graduate Diploma in
Computer science and two years experience in software development. The Programmer would operate out of the vendors office.
Help Desk: Two resources should be provided by the bidder who would
operate out of vendors office for providing the help desk services.
Note :
Please note that the above team specified is the bare minimum required. Bidders
need to do their own assessment of the types of different skill-sets and numbers of personnel, to meet the SLA criteria specified in the sections above.
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8 Annexure I : Format for Technical Bid
A. Covering Letter for Technical Bid
Date: dd/mm/yyyy
To,
Chief Engineer, Central Planning,
4th Floor, Express Towers
Nariman Point
Reference: Tender Number ……. Dated ……
Sir,
We hereby offer to provide the supply, implementation and post implementation
support for water management system as specified in this RFP at the prices
specified in the commercial bid.
In the event of acceptance of our bid, we do hereby undertake that:
To supply, implement and post implement services as stipulated in the time
schedule of deliverables as specified in this RFP
We affirm that the prices quoted are inclusive of design , development, delivery,
installation, commissioning and support charges and all sales/service taxes. (Octroi
and any local levies will be charged on actual on submission of proof of remittance.)
We agree to abide by our offer for a period of 120 days from the last date of
submission of commercial bid prescribed by MJP and that we shall remain bound by a communication of acceptance within that time.
Bid Security in the form of a Demand Draft / Pay Order / Bank Guarantee issued by
______________ (bank), valid till ___/___/_____ (dd/mm/yyyy), for an amount of
Rupees Three Lakhs is enclosed.
We have carefully read and understood the terms and conditions of the tender and
the conditions of the contract applicable to the tender. We do hereby undertake to
provision as per these terms and conditions.
The deviations from the requirement specifications of tendered items and schedule of requirements are only those mentioned in our response
The deviations from the terms and conditions of the tender are only those
mentioned in our response
We hereby certify that the Bidder is a Directorate and the person signing the tender
is the constituted attorney.
We do hereby undertake, that, until a formal contract is prepared and executed,
this bid, together with your written acceptance thereof and notification of award of
contract, shall constitute a binding contract between us.
Signature of Bidder (with official seal)
46
Date
Name
Designation
Address
Telephone
Fax
E-mail address
47
B. Technical Bid check list
Sr.
No. Criteria / Sub-criteria Documents to be submitted
1 Bidders company registration Certificate of incorporation /
registration
2 The Bidder’s cumulative annual turnover
should be at least Rs. 100 Crores in last 3 financial years ending 31st March 2012 from
IT Projects and should be profitable in each
of these 3 years
Copy of the annual financial
statements of the company for last three years ending
31st March 2012.
3 Bidders should be IT companies /
organizations and should have positive net worth as on 31st March 2012
Copy of the annual financial
statements of the company for year ending 31st March
2012.
4 The Bidder should have atleast 100
permanent software professionals working in
India.
Certificate from bidder’s HR
Department for number of
Technically Qualified
professionals employed by
the company alongwith the list. EPF certificate/ Challan
indicating total employee
strength
5 Bidder MUST have a ISO 9001:2008
Certification / CMMi Level 3 for software
design & software services covering
implementation, maintenance, consulting
and technical Support. This certificate should be valid as of date of this Tender submission
Copy of the valid certificate
6 Bidder should have software development /
support center in Maharashtra preferably in
Mumbai.
Copy of the office location
registered under Bombay
Shops & Establishments act
7 Bidder should have successfully implemented
atleast one e-Governance project in Water
Management Domain in India. The
application should be in current use by the client
Project Completion
Certificate or testimonial
signed by a competent
authority
8 The Bidder should have successful experience in providing Post Implementation
Support services to any ULB / Water boards
/ Govt. organizations in India in last 5 years
Copy of work order / client certificates/ agreement
9 The bidder should not have been blacklisted
by any government organization at the time
of submission of the Tender
Notarized affidavit on stamp
paper stating that bidder is
not black listed/ banned/
suspended
10 OEM authorization form Authorization form in the
specified format for all OEMs proposed in the bid
48
11 Covering letter in the Format given in the
Annexure
12 Power of Attorney Board resolution or the
letter from the CEO/ MD of
the company authorizing the
person to submit the bid on
behalf of the company
13 Scanned copy of the EMD & Tender fee
14 Bidder’s experience in implementing e-Governance projects in India / Abroad
Copy of the work order/ client testimonial/
Agreement
15 Bidder’s experience in implementing e-
Governance application covering Water
module in any ULBs / Water boards in India
Copy of the work order/
client testimonial/
Agreement
C. General Profile of the Company
Name and Address of the Company with Telephone Nos., Fax, E-mail and
website
Date of Incorporation (with document evidence for Certificate of
Incorporation)
Offices situated at different locations
Address of Software Development facilities in India
Address of Office in Maharashtra (Mumbai)
Turn over for last three years (Audited Annual Accounts and Annual Reports of
three accounting years to be submitted)
Cumulative Turn over for last three years from IT Projects (with document
evidence)
Sales Tax / Service Tax Registration Number (with document evidence)
PAN NO (with documental evidence)
Number of Software Professionals with the organization as on 31st March 12
(with document evidence)
----------------------------
Authorized Signatory <Name>
Seal
D. Project Details
The bidder should provide details of the projects executed in following format :
Sr.
No.
Name, Address and
Ph No. of client
Brief
project
details
Period/ Date
of contract
and tenure
Module Deployed
for the
project
Total Value of
the
Contract
49
Note: - Please also upload the Work-orders/ Completion Certificates / Client's Testimonial/ agreement given by concerned organizations.
E. Quality Certificate
Sr.
No.
Name of the
certificate Certified by
Date of getting
certification
Certificate Valid
upto date
(Upload copies of the certificate)
F. Awards/Certificates for products/services
Sr.
No.
Name of the
certificate
Certified by/
Awarded by
Date of getting
certification/award
Field of
award
(Software/ Hardware
etc)
G. Name and Details of the person to whom all references shall be made
regarding the tender
Name: Telephone:
Fax No.: E-mail:
Mobile:
Place: Signature:
Date:
H. Proposed Methodology
The Bidder is required to submit the proposed Technical Solution in detail.
Following should be captured in the explanation:
o Understanding of the requirements o Un priced bill of material and bill of quantity
o Clear description of the proposed solution covering each module
and how integration would be undertaken
o Extent of compliance to technical requirements specified in the
scope of work o Strength of the Bidder to provide services including examples or
case-studies of similar solutions deployed for other clients
The Bidder should provide detailed design of the system. Various other
details need to cover following.
o IT Components design
Configuration & sizing of: Computing (Servers, OS, Databases etc.) infrastructure
50
Storage infrastructure
Managed Enterprise Connectivity
Other infrastructure
o Operations & Maintenance
Help Desk Services
System/ Database Administration
Backup & Restoration Strategy
Project Plan addressing the following subject:
o Project Implementation Plan;
o Risk Management Plan
o Sustenance Plan
o Technical Support Plan
I. Proposed Resource Deployment
Sr.
No Resource Level Responsibility
No. of Resources deployed
at the proposed level
Bidder needs to provide details of resources proposed for the project
including the Project Execution Team and Post-Implementation Team
Please provide details for each Core Project Team Member in following format
:
Sr.
No
.
Item Details
1 Name
2 Specify role to be played by him/her
3 Current job title
4 Date of Birth
5 Gender
6 Languages Known
7 Educational Background
8 Training / Certifications
51
9 Total Experience in
years.
10 Experience in e-
Governance in years
11 Details of Experience
Name of Organisation From Date
To Date
Role
12 Current job
responsibilities
13 Summary of Professional / Domain
experience
14 Skill sets
15
Highlights of e-
Governance assignments handled
Name of the Assignment Client Name
Project Brief
Role Played
Period
Activities Undertaken by the personnel
16
Highlights of water
billing module
assignments handled
Name of the Assignment
Client Name Project Brief
Role Played
Period
Activities Undertaken by the personnel
J. Authorisation Letters from OEMs
Date: dd/mm/yyyy
To,
Chief Engineer,
Central Planning, 4th Floor, Express Tower
Nariman Point
Reference: Supply, Implementation and Post implementation support for the Water
Management System of Maharashtra Jeevan Pradhikaran
Sir,
We _______________________, (name and address of the manufacturer) who
are established and reputed manufacturers / developers of __________________ having factories / development centers at __________________ (addresses of
manufacturing / development locations) do hereby authorize M/s
_______________________ (name and address of the bidder) to bid, negotiate
and conclude the contract with you against the above mentioned tender for the
above equipment manufactured / developed by us.
52
We undertake to provide support to _____________________ (name and address
of the bidder) for the period of 6 years from dd/mm/yyyy (mention tender
submission date).
Yours faithfully,
For and on behalf of M/s __________________________(Name of
the manufacturer) Signature
Name
Designation
Address
Date
Note: This letter of authority should be on the letterhead of the concerned
manufacturer and should be signed by a person competent and having the power of
attorney to bind the manufacturer. Bidder is expected to submit the Authorisation Letters from all the OEMs of the Packaged Software / Hardware supplied.
In case the Bidder is an Authorized Partner/ Reseller of the OEM, then the
necessary documentary proof for the same may be submitted and the authorization
letter indicated above need not be provided.
K. Statement of Deviation from Tender Requirements, Terms &
Conditions
Date: dd/mm/yyyy To,
Chief Engineer,
Central Planning,
4th Floor, Express Towers
Nariman Point
Reference: Supply, Implementation and Post implementation support for the Water
Management System of Maharashtra Jeevan Pradhikaran
Sir,
Following are the deviations from the terms and conditions of the tender. These
deviations and variations are exhaustive. Except these deviations and variations, all
other terms and conditions of the tender are acceptable to us.
S.
No.
Section
No.
Page No. Para Statement of deviations and
variations
_________________
53
Authorized Signatory
Name : Designation:
L. Specifications of the IT Infrastructure Components
Sr.
No
Name /
Description OEM Make & Model
Compliance to the
requirements
mentioned in RFP (Y / N)
.............
.............
M. Module-wise Functionality Compliance Matrix
Please follow coding to answer the compliance matrix given as below :
F = Fully meets requirement “out-of-the box”
T = Meets through Third-party software C = Customization / change of source code would be required
Sr.
No. Module Functionality
(F/T/C)
1
2
.
.
N
Compliance Matrix needs to be specified for all the modules given in Annexure.
Compliance score shall be calculated for each module as per following formula
Total Score = sum of (1.0 * F + 0.7 T + 0.6 C) / n X 100
54
9 Annexure II : Format for Commercial Bid
A. Commercial Bid Letter
To
Chief Engineer,
Central Planning, 4th Floor, Express Towers
Nariman Point
Sir/ Madam,
Subject: Supply, Implementation and post implementation support for the Maharashtra Jeevan Pradhikaran Water Management System
Reference: Tender No: <TENDER REFERENCE NUMBER> Dated <DD/MM/YYYY>
We, the undersigned Bidder, having read and examined in detail all the Tender
documents in respect of Appointment of an Agency for Supply, implementation and
post implementation of the MJP Water Management System do hereby propose to provide services as specified in the Tender documents number <TENDER
REFERENCE NUMBER> Dated <DD/MM/YYYY>
PRICE AND VALIDITY
All the prices mentioned in our Tender are in accordance with the terms as specified in the Tenderd documents. All the prices and other terms and conditions of this
Tender are valid for a period of 180 calendar days from the date of opening of the
Tenders.
We hereby confirm that our Tender prices include all taxes. However, all the taxes
are quoted separately under relevant sections. We have studied the clause relating to Indian Income Tax and hereby declare that
if any income tax, surcharge on Income Tax, Professional and any other corporate
Tax in altercated under the law, we shall pay the same.
UNIT RATES
We have indicated in the relevant schedules enclosed, the unit rates for the purpose of on account of payment as well as for price adjustment in case of any
increase to / decrease from the scope of work under the contract.
EARNEST MONEY DEPOSIT (EMD)
We have enclosed an EMD in the form of a Demand Draft for a sum of Rs. 4,00,000/- (Rupees Four Lakhs only). This EMD is liable to be forfeited in
accordance with the provisions of the terms and conditions of this tender
DEVIATIONS
We declare that all the services shall be performed strictly in accordance with the Tender documents except for the variations and deviations, all of which have been
detailed out exhaustively in the following statement, irrespective of whatever has
been stated to the contrary anywhere else in our bid.
Further we agree that additional conditions, if any, found in the Tender documents,
other than those stated in deviation schedule, shall not be given effect to.
TENDER PRICING
We further confirm that the prices stated in our bid are in accordance with your
Instruction to Bidders included in Tender documents.
QUALIFYING DATA
55
We confirm having submitted the information as required by you in your Instruction
to Bidders. In case you require any other further information/documentary proof in
this regard before evaluation of our Tender, we agree to furnish the same in time to your satisfaction.
BID PRICE
We declare that our Bid Price is for the entire scope of the work as specified in the
Schedule of Requirements and Tender documents. These prices are indicated in
Format 2 of this Section attached with our Tender as part of the Tender. Contract Security Bond
We hereby declare that in case the contract is awarded to us, we shall submit the
contract security bond in the format specified by MJP.
CONTRACT PERFORMANCE GUARANTEE BOND
We hereby declare that in case the contract is awarded to us, we shall submit the
contract performance guarantee bond in the format specified by MJP. We hereby declare that our Tender is made in good faith, without collusion or fraud
and the information contained in the Tender is true and correct to the best of our
knowledge and belief.
We understand that our Tender is binding on us and that you are not bound to
accept a Tender you receive. We confirm that no Technical deviations are attached here with this commercial
offer.
Thanking you,
Yours faithfully,
(Signature of the Bidder)
Printed Name
Designation
Seal.
Date:
Place: Business Address:
56
B. Commercial Bid formats
General Intructions : Bidder should provide all prices as per the prescribed format under this
Annexure. Bidder should not leave any field blank. In case the field is not filled,
it would be assumed that the item would be provided at zero cost.
All the prices (even for taxes) are to be entered in Indian Rupees ONLY
(%age values are not allowed) It is mandatory to provide breakup of all Taxes, Duties and Levies wherever
applicable and/or payable.
MJP reserves the right to ask the Bidder to submit proof of payment against
any of the taxes, duties, levies indicated.
MJP shall take into account all Taxes, Duties & Levies for the purpose of
Evaluation The Bidder needs to account for all Out of Pocket expenses due to Boarding,
Lodging and other related items.
C. Summary of Cost Components
D. Details of Cost Components
Note : MJP reserves it right to alter the scope (increase quantity / remove certain items)
IT Infrastructure Cost
Sr.
No Description Qty
Unit
Rate
(INR)
Discount % over
the list
price
Total
Amou
nt
(INR) (A)
Tax
(B)
G. Total
(INR)
(A+B)
Database Server (Hardware) 1
Application (Hardware) 1
Item Total
Price Total Price in words
Capital Expenditure
IT Infrastructure Cost (a)
Application Software Cost (b)
System integration Services (c)
Total Capital Expenditure (d = a+b+c)
Operational Expenditure for 3 Years
Annual Maintenance Cost for 3 Years (e)
Man-month rates for Programmer / System Analyst (f)
Annual cost for Managed Enterprise wide Connectivity solution (g)
Total Operational Expenditure (h=e+f+g)
Total Project Cost (d+h)
Note:
All unit rates indicated in the schedules shall be inclusive of (not limited to supply),
installation, duties, transport, packing and transit insurance charges etc. Taxes
should be indicated under the relevant column in the schedules.
57
Web Server (Hardware) 1
LDAP Server 1
Backup Server 1
Test Server 1
Backup Devise 1
Backup Media 10
Oracle RDBMS
Application Server
(Software)
Web Server (Software)
Networking Devices
Security Devices
Rack
KVM module
Hand held devices 50
Any other component to
address the requirements of
MJP
Application Software Cost
Modules Name
License
Cost
(A)
% of Discount
given on
List
Price
Customisation
/
Development Cost (B)
Total
Cost (A
+ B)
Tax
(B)
Grand
Total
(A+B)
Customer Relationship Module
Grievance Redressal
Module
Water Billing Module
Total
In case of Bespoke Developed Modules, License Cost shall be Zero, while the
Development, Testing Cost shall be mentioned in Column B
MJP would prefer the bidders to specify ‘% Discount given on List Price’, however
this column is not compulsory. Conditions for discounts if any to be specified
explicitly by the bidder. With respect to the ‘License Cost’ for each of the modules in sub-section (b),
bidders may decide to keep the License Cost for Line item) as ‘nil’ for certain
modules if it has been already covered in some other module. In such cases,
Bidders should specify the parent module name where the License Cost has been
considered.
System Integration services
The cost of the following services is to be provided as part of the system integration
services.
It is expected that the successful bidder shall conduct the Gap Analysis
Study with the Expert Committee appointed by MJP. The packaged software will be
demonstrated to the Expert Committee and detailed study and discussion will be
done. Software requirements will be frozen in this Business Blue Print Study phase.
58
Once the bidder completes the software changes, User Acceptance Testing (UAT)
will be done with Expert Committee at a centralized location. The software once
successfully certificated after UAT will be rolled-out at locations of MJP.
Following activities will be centralized activities:
Business Blue Print / Gap Analysis Study
User Acceptance Test
Following activities are envisaged to be carried out at each Division of MJP under
the scope of this project:
Fitment of frozen software at respective Sub Divisions
User Training Mock Go-Live
On site Hand holding Support
The detail scope of these milestones is given in the point no. 5.3 – Project
Implementation Services of this Tender document.
Services Rate (A) Qty
(B)
Cost (D)
= A X B
Tax
(E)
Total
(D+E)
Centralized services- Blue print
study, UAT
1
Integration with:
Payment Gateway, Online
services on centralized web portal
of MJP
SMS alerts
Hand-held Device for Receipt & Collection
Accounting system, GIS
1
Services at each Sub Division-
User Training and Mock Go-live
28
Services at each Sub Division- On site hand holding
28
Total
Annual Maintenance Cost
Year Amount (INR) (A) Tax (B) Total (A+B)
First
Second
Third
Fourth
Fifth
Total
* Bidder shall give item-wise break-up of the AMC in a separate sheet
Annual cost for Managed Enterprise wide Connectivity solution
Type of Service Number of Units Connectivity
charges Total Charges
Server Side connectivity 1
Connectivity at each 28
59
division
Connectivity with the DR
site 1
Grand Total
The number of man months given in the above table is indicative and for calculation
purpose only (for arriving at total cost of project) and are not guaranteed.
Actual deployments of the man-power would happen as per the requirements
during post-implementation stage. These requirements would be applicable only for the additional scope that will be approved by MJP, and is additional to the scope
agreed by MJP during SRS stage.
Man Power charges for Programmer/ System analyst
Type of Service Number of Man
Months
Unit Man month
charges Total Charges
Programmer 12
System Analyst 12
Grand Total
60
10 Annexure III : Minimum Specifications for IT
Infrastructure Components
All the Hardware including the server, network equipments, Security devices should
be of an OEM make which is among the top 5 companies in the India region as per
any of the recent two published IDC/ Gartner/ Frost and Sullivan Report. The specifications provided below are the minimum specifications and the bidder may
offer higher/ better/ latest configuration of product based on their assessment of
the requirements and to meet the SLAs defined in the RFP.
A. Racks : For housing of all the Server Components 42U racks, to be mounted on the floor with proper floor mounting kits and all
necessary accessories.
The racks should conform to EIA-310 Standard for Cabinets, Racks, Panels
and Associated Equipment and accommodate industry standard 19” rack mount
equipment.
Front and Back doors should be perforated with atleast 63% or higher perforations.
All racks should be OEM racks with Adjustable mounting depth, Multi-
operator component compatibility, Numbered U positions, Powder coat paint
finish and Protective grounding provisions.
All racks should have dual power strips, and redundant cooling fan sets. All racks must be lockable on all sides with unique key for each rack.
All racks should have Two Modular Power Distribution Units for a minimum
off 10 number of devices, Mounting Hardware 2 Packs, Blanking Panel.
Server Racks should have the following things in addition to the above
mentioned hardware Rack mount Keyboard and Monitor
USB Interface adapter
Serial Interface (RS232)
Redundant power supply
The racks must have steel (solid / grill / mesh) front / rear doors and side panels. Racks should NOT have glass doors / panels.
Both the front and rear doors should be designed with quick release hinges
allowing for quick and easy detachment without the use of tools.
Racks should have Rear Cable Management channels, Roof and base cable
access
Racks should be compatible with floor-throw as well as top-throw data centre cooling systems.
KVM Switch should be IP based and 1 KVM switch per cluster of racks is
required
Physical Specifications
Enclosure dimensions, rack mounting compatibility and weight load ratings:
Internal
Height
EIA-
310
External
Height
External
Width
External
Depth
Static
Rating
Dynamic
Rating
42U 19” 1991mm
(78.40”)
600mm
(23.62”)
1070mm
(42.13”)
1364kg
(3000lbs)
1023kg
(2250lbs)
The servers shall be sized by Bidder independently considering the business
requirements and workload details provided. The servers shall be sized such that it
shall not utilize more than 70% of its resources (CPU and I/O) in normal course
(with an exception to the batch processes). The utilization shall not exceed 70%
for a sustained period of more than 15 minutes. Bidder shall provide requisite
61
licenses for all the software required for the respective servers including, but
not limited to, Operating System.
B. Database Server
Latest series/ generation of RISC/EPIC/CISC processors with 2.6 GHz clock
speed or higher clock frequency
32 GB DDR3 -1333 SDRAM
4 X 300 GB SAS (15k rpm) in RAID 5 configuration 2 * Gigabit Server NICs & 2 nos. of single port Fibre channel adapters
Redundant Power Supply
Integrated RAID 0, 1, 5
Certified for latest version of Linux/Unix/Microsoft Operating system
Form factor - 19” Rack mountable/ Blade
C. Application / Web/ LDAP/ Back up/ NMS/ UAT Server
Latest series/ generation of RISC/EPIC/CISC processor with at least 2.6 Ghz
clock frequency
32 GB DDR3 -1333 SDRAM
2 X 300 GB SAS (15k rpm) 2 * Gigabit Server NICs & 2 nos. of single port Fibre channel adapters
Redundant Power Supply
Integrated RAID 0, 1, 5
Certified for latest version of Linux/Unix/Microsoft Operating system
Form factor - 19” Rack mountable/ Blade
D. Back Up Device
Disc Library/ VTL
With 4TB usable capacity with RAID 5/6 on SATA drive Array
Should be able to provide both LAN B2D backup and VTL backup at the same
time Should have an easy management console
Should support block based data duplication
Should have integration with LDAP/AD
Should support 4 Gbps architecture
Should support capacity on demand feature that allows storage allocation associated with a virtual tape cartridge to be consumed upon write and not
creation
Should support upto 64 virtual ibraries, 160 virtual tape drives and 9000
virtual tape cartridge
Should support 1 TB SATA II drives
E. KVM Module
Keyboard, Video Display Unit and Mouse Unit (KVM) for the IT Infrastructure
Management. 19” rack mountable with minimum 8 ports. It should support both
USB and PS/2 connections to server. It should be capable to auto scan servers. It should support local user port for rack access. The KVM switch should be SNMP
enabled. It should be operable from remote locations. It should support multiple
operating system. It should have dual power with failover and built-in surge
protection. It should support multi-user access and collaboration.
F. Networking Devices The equipments listed below are only indicative and the bidder may or may not
propose all of the equipments based on the type of the enterprise wide connectivity
solution proposed by the bidder.
62
Primary Router
The router should have 2 LAN & 2 WAN slots loaded with minimum one 2-
port sync/async Serial Interface card and cable for connectivity to Internet / other offices.
The sync / async port should support data rates of up-to 128Kbps in sync
mode.
Should support speeds upto 2Mbps.
Must have support for TCP/IP, PPP, X.25, Frame relay and HDLC. Must support VPN. Routing protocols of RIP, OSPF, and BGP and must be SNMP
manageable.
Secondary Router
The router should have 2 LAN & 5 WAN slots loaded with minimum one 4-
port sync/async Serial Interface card or 4- port channelized E1 card with cable
for connectivity to Internet / other offices. The sync / async port should support data rates of up-to 128Kbps in sync
mode.
Must support speed upto 100 Mbps.
Must have support for TCP/IP, PPP, X.25, Frame relay and HDLC.
Must support VPN. Routing protocols of RIP, OSPF, and BGP and Support IPV4 & IPV6. Must be SNMP manageable.
Should deliver multiple IP services over a flexible combination of interfaces.
The router should be scalable. For each slot multiple modules should be
available.
Traffic Control and Filtering features for flexible user control policies. Bandwidth on demand for cost effective connection performance
enhancement.
Remote access features.
Redundancy in terms of CPU, Power supply.
The security feature of MD5 encryption for routing protocol, NAT, URL based
Filtering, RADIUS Authentication, Management Access policy, IPSec / Encryption, L2TP etc should be available.
QoS features of RSVP, Priority Queuing, Policy based routing, Traffic shaping,
Time-based QoS Policy, Bandwidth Reservation / Committed Information Rate
should be available.
Core Switch Ports: 48 10/100/1000 Base-TX Ethernet ports and extra 2 nos of Base-
SX/LX ports, All ports can auto-negotiate between 10Mbps/ 100Mbps/
1000Mbps, half-duplex or full duplex and flow control for half-duplex ports
MAC: Support 8K MAC address
Backplane: 56 Gbps or more Switching fabric capacity Packet Forwarding Rate should be 70.0 Mpps
Must support Port Mirroring, Port Trunking and 802.3ad LACP Link
Aggregation port trunks
Support IEEE 802.3x flow control for full-duplex mode ports
Support 802.1D, 802.1S, 802.1w, Rate limiting Support 802.1Q VLAN encapsulation, IGMP v1, v2 and v3 snooping
802.1p Priority Queues, port mirroring, DiffServ
Support based on 802.1p priority bits with at least 8 queues
DHCP support & DHCP snooping/relay/optional 82/ server support
Shaped Round Robin (SRR) or WRR scheduling support.
Support for Strict priority queuing & Sflow Support for IPV6 ready features with dual stack
Support upto 255 VLANs and upto 5000 VLAN IDs
Support port security
63
Support 802.1x (Port based network access control).
Support for MAC filtering.
Should support TACACS+ and RADIUS authentication Support 802.1Q Tagged VLAN and port based VLANs and Private VLAN
The switch must support dynamic VLAN Registration or equivalent
Dynamic Trunking protocol or equivalent
Network Time Protocol or equivalent Simple Network Time Protocol support
Switch should support traffic segmentation Traffic classification should be based on user-definable application types:
TOS, DSCP, Port based, TCP/UDP port number
Switch needs to have RS-232 console port for management via a console
terminal or PC
Must have support SNMP v1,v2 and v3
Should support 4 groups of RMON Should have accessibility using Telnet, SSH, Console access, easier software
upgrade through network using TFTP etc. Configuration management through
CLI, GUI based software utility and using web interface
G. Security Devices The equipments listed below are only indicative and the bidder may or may not
propose all of the equipments based on the type of the enterprise wide connectivity
solution proposed by the bidder. The performance of the equipments in terms of
the throughput and concurrent connections should be sized adequately by the
bidder. Firewall
Should be mountable on 19” Rack, Modular Chassis with Internal redundant
power supply
4 x GE port, upgradable to 8 GE and Console Port 1 number
Simultaneous VPN tunnels: 100
Routing protocol: Static Routes, RIPv1, RIPv2, OSPF Other protocol: TCP/IP, PPTP, RTP, L2TP, IPSec, GRE, DES/3DES/AES,
PPPoE, EAP-TLS, RTP, FTP, HTTP, HTTPS, SNMP, SMTP, DHCP, DNS, Support for
IPv6
Other support: 802.1Q, NAT, PAT, IP Multicast support, Remote Access VPN,
Time based Access control lists, URL Filtering, support VLAN, Layer 2 Firewall, Virtual Firewall, Radius/ TACACS
QoS features like traffic prioritization, differentiated services, committed
access rate. Should support for QoS features for defining the QoS policies
Management: Console, Telnet, SSHv2, Browser based configuration,
SNMPv1, SNMPv2 Intrusion Prevention System
IPS performance should not reduce by enabling Layer 7 attacks filters by
optionally offloading Layer 7 string search on separate dedicated ASICs.
IPS should have Dual Power Supply
IPS system should be transparent to network, not default gateway to Network
IPS system should have Separate interface for secure management
IPS system should have 4-1GE, 4 FE
IPS system should be able to protect Multi Segment in the network, should
be able to protect 4 segments.
Real time protection: Web Protection, Mail Server Protection, Cross Site Scripting, SNMP Vulnerability, Worms and Viruses, Brute Force Protection, SQL
Injection, Backdoor and Trojans
64
Stateful operation: TCP Reassembly, IP Defragmentation, Bi-directional
Inspection, Forensic Data Collection, Access Lists
Signature Detection: Should have provision for Real Time Updates of Signatures, IPS Should support Automatic signature synchronization from
database server on web Device should have capability to define User Defined
Signatures
Block attacks in real time: Drop Attack Packets, Reset Connections, Packet
Logging, Action per Attack Alerts: Alerting SNMP, Log File, Syslog, E-mail
Management: SNMP V1, 2C, 3, HTTP, HTTPS, SSH, Telnet, Console
Security Maintenance: IPS Should support 24/7 Security Update Service, IPS
Should support Real Time signature update, IPS Should support Provision to add
static own attack Signatures, System should show real-time and History reports
of Bandwidth usage per policy, IPS should have provision for external bypass Switch
H. Online UPS
Adequate capacity to cover all above IT Components
Output wave form should be Pure Sine wave Input Power Factor at Full Load should be > 0.90
Should support an input of Three Phase 3 Wire in case the proposed UPS is
over 5 KVA UPS
Input voltage range should be 305-475VAC at Full Load and Input frequency
should be 50Hz +/- 3 Hz The output voltage should be 400V AC, Three Phase for over 5 KVA UPS and
output frequency should be 50Hz+/- 0.5% (Free running); +/- 3% (Sync. Mode)
The inverter efficiency should be > 90 % and the over all AC-AC efficiency
should be > 85 %
UPS should shutdown with an alarm and indication on following conditions
1)Output over voltage 2)Output under voltage 3)Battery low 4)Inverter overload 5)Over temperature 6)Output short
Battery backup should be 60 minutes on full load
Battery should be VRLA (Valve Regulated Lead Acid) SMF (Sealed
Maintenance Free)
Indicators for AC Mains, Load on Battery, Fault, Load Level, Battery Low Warning, Inverter On, UPS on Bypass, Overload, etc Metering for Input Voltage,
Output Voltage and frequency, battery voltage, output current etc should be
available
Audio alarm for Battery low, Mains Failure, Over temperature, Inverter
overload, Fault etc. should be available The operating temperature should be 0 to 50oC
I. Hand Held Device
The bidder is expected to procure and maintain handheld reading devices for
collections and receipt generation during the contract period. Number of Handheld Devices required is mentioned in earlier section. The water billing module solution
is expected to integrate with the proposed handheld devices and bidder is required
to develop necessary adaptor/ utility to facilitate the communication between the
two systems.
The following functionalities shall be available on both ONLINE (GSM based) and
OFFLINE mode: Should have secured biometric access to the device
Should store data for atleast 300 consumers at a time
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Should be able to create payment receipt / acknowledge on the receipt of
payment from the customer. The MJP official shall be able to collect payment at
customers’ premises. Should be able to import/export the customer data and bill data from/into
the water billing module.
Should have in-built printing system
Should have in-built Bar code scanner for reading the bar code printed on the
bills so that there is no requirement of data entry pertaining to the customer and bill
Formats for bills / receipts / acknowledgements etc shall be decided by
the Purchaser including the logo to be printed. The format may change
periodically. The Bidder shall ensure that all such format changes are done on
the request of the purchaser at no extra cost to the purchaser
Bidder to develop the application for the Handheld device and provide UAT and testing services. Bidder should provide software development kit
(SDK) for development of application for handheld device
All damages to the hardware, software and accessories of the devices
(including wear and tear as part of regular usage) shall be covered as
part of comprehensive onsite warranty for the contract period. Any forced breakage / damage to the device shall be the responsibility of MJP
J. Bar coding software
The bidder should provide bar-coding printing on the bills for Automatic Identification and Data Capture
The barcode software shall integrate with the water billing module to record
and track bill generation and payments
K. Back up, Replication and Recovery Software
Scheduled unattended backup using policy-based management for all Server and OS platforms
The software should support on-line backup and restore of various
applications and Databases
The backup software should be capable of having multiple back-up sessions
simultaneously The backup software should support different types of backup such as Full
back up, Incremental back up, Differential back up, Selective back up, Point in
Time back up and Progressive Incremental back up
The backup software should support different types of user interface such as
GUI, Web-based interface
L. Database Server Software
Class of Database – Enterprise Edition.
Should be open and current latest version, which is commercially available
The support should be provided with patches and updates available from OEM.
Database Server should be available and function in multiple operating
systems like Linux, Unix, and Windows.
Database License should be un-restricted, to prevent any non compliance in
an event of customization & integration
Should support UNICODE character set Database should provide standard SQL Tool for accessing the database. The
tool should be able to monitor, maintain and manage the database instance,
objects, and packages.
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Must ensure inter-dependency of user concurrency and data consistency.
Should provide non-escalating lock mechanism and multi version read
consistency for the transaction processing. Database should support terabyte and petabyte scaling.
Should provide connectivity using native connectivity, JDBC, ODBC and
connectivity to various technologies like .NET, ASP, Java etc.,
The database should have built-in parallelism to utilize the multiple
processors in the system Database should have built-in backup and recovery tool, which can support
the online, incremental backup. The tool should facilitate the media recovery,
partial recovery and full recovery
Should be able to provide database level storage management mechanism,
which should enable the availability by means of creating redundancy,
automatically balance the data files across the available disks, i/o balancing across the available disks for the database for performance, availability and
management.
Database should have a DR solution to replicate the changes happening in
the database across multiple DR sites
Database should provide functionality to replicate / propagate the data across different databases.
Should support DWH capabilities like caching the query join results,
parallelism, OLAP, Data Mining capabilities
Should provide security mechanism at foundation level of the database, so
that the options and additions to the database confirm the security policy of the organization without changing the application code. Shall confirm to security
evaluations and conformance to common criteria.
Should support for enhanced authentication by integrating tokens and
biometric technologies.
Should be having native auditing capabilities for the database.
Should be having built-in provision to Administer database, Monitor performance, Maintain database, Backup and recovery, Recovery management
Disaster recovery management.
The management tool should provide optional tools for proactive diagnosis of
the database – providing the root cause analysis, active sessions’ history, top
queries, performance issues and advisories. The Management should provide advisory-based performance tuning tool
which help to tune the queries or objects, SQL analysis, SQL access.
The DR site should be in READ ONLY mode for quick turnaround during
disaster and to maintain data sanctity at all the times
The database should be provided with at least 128 bit encryption for data protection
Should support native Database compression and should support
compression OLTP operations as well as bulk loads
M. Application Sever Software Must support multiple OS /Platforms e.g. UNIX – AIX, Solaris, Linux,
Windows, etc
Must support all type of available messaging protocol out of the box
Support for FastSwap iterative development,without application
redeployment
Support for premium clustering capabilities,automatic failover,replications,whole server migration and additional load balancing
schemes
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"Support for side-by-side/production redeployment. Can newer versions of
application be deployed side-by-side with older version in same JVM"
Support for automatic retirement - graceful or timeout for older versions of the application
GUI based configuration of server resources, prebuilt templates etc
Easy to manage multi-domain, multi version enterprise environment
Full Support for jeEE standards and components like EJB, Servlets and JCA
Single application console to manage multiple instances, clusters and other j2EE components
Support for Webservices standards like WS-I Basic Profile, WSDL, SOAP,
UDDI 2.0, WS-Reliability etc
Support for third party databases and JMS providers like DB2, SQLServer,MQ
Series etc
Single Sign On (SSO) support out of the box in application server so that a client signs onto the application once and be automatically authenticated for
other components within the application server
Provision for end to end lifecycle management of user identities across all
enterprise resources both within and beyond firewall
Provide support for creating message oriented distributed applications via an Enterprise class Service Bus
Support for ensuring regulatory compliance, central access
management,policy based authorization and auditing with rich identity
management functionality
N. Anti virus Software
Shall be able to scan through several types of compression formats.
Must update itself over internet for virus definitions, program updates etc
(periodically as well as in push-updates in case of outbreaks)
Able to perform different scan Actions based on the virus type (Trojan/
Worm, Joke, Hoax, Virus, other) Shall be able to scan only those file types which are potential virus carriers
(based on true file type)
Shall be able to scan for HTML, VBScript Viruses, malicious applets and
ActiveX controls
Shall provide Real-time product Performance Monitor and Built-in Debug and Diagnostic tools, and context- sensitive help.
The solution must support multiple remote installations
Shall provide for virus notification options for Virus Outbreak Alert and other
configurable Conditional Notification.
Should be capable of providing multiple layers of defense Shall have facility to clean, delete and quarantine the virus affected files.
Should support scanning for ZIP, RAR compressed files, and TAR archive files
Should support online update, where by most product updates and patches
can be performed without bringing messaging server off-line.
Should use multiple scan engines during the scanning process Should support in-memory scanning so as to minimize Disk IO.
Should support Multi-threaded scanning
Should support scanning of nested compressed files
Should support heuristic scanning to allow rule-based detection of unknown
viruses
Updates to the scan engines should be automated and should not require manual intervention
All binaries from the vendor that are downloaded and distributed must be
signed and the signature verified during runtime for enhanced security
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Updates should be capable of being rolled back in case required
File filtering should be supported by the proposed solution; file filtering
should be based on true file type. Should support various types of reporting formats such as CSV, HTML and
text files
Shall scan at least HTTP, FTP traffic (sending & receiving) in real time and
protect against viruses, worms & trojan horse attacks and other malicious code.
O. Directory Services
Should be compliant with LDAP v3
Support for integrated LDAP compliant directory services to record
information for users and system resources
Should provide integrated authentication mechanism across operating
system, messaging services Should provide directory services for ease of management and
administration/replication
Should provide support for Group policies and software restriction policies
Should support security features, such as Kerberos, Smart Cards, Public Key
Infrastructure (PKI), etc Should provide support for X.500 naming standards
Should support Kerberos for logon and authentication
Should support that password reset capabilities for a given group or groups
of users can be delegated to any nominated user
Should support that user account creation/deletion rights within a group or groups can be delegated to any nominated user
Should support directory services integrated DNS zones for ease of
management and administration/replication.
Specifications and Infrastructure Layout and design for balance components shall
be provided by Bidder as part of Bid along with the Technical brochures / details for all offered and suggested hardware.
The bidder must be able to address the high uptime and performance using
standard Load Balancing and Cluster technology. Details of same to be provided by
Bidder.
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11 Annexure IV : Draft Master Service Agreement
This AGREEMENT is made at __________, Maharashtra, on this ____ day of _____,
2012,
BETWEEN
Maharashtra Jeevan Pradhikaran, hereinafter referred to as "MJP", of the FIRST
PART;
AND
-----------------------------, a company registered under the Companies Act, 1956,
having its registered office at -----------------------------, hereinafter referred to as
“Systems Integrator”, (which expression shall include its successors,
administrators, executors and permitted assignees), of the SECOND PART.
Whereas MJP has envisaged automating Water management across all divisions in
the State (hereinafter referred to as the “said Project”);
And whereas MJP has published the RFP to seek services of a reputed IT firm as a System Integrator for Supply, Implement & Maintain (for 3 years) the water
management system at MJP;
And whereas M/s. ------------------------- has submitted it’s proposal to Supply,
Implement & Maintain the required water management system for MJP;
And whereas MJP and M/s. --------------------------- have decided to enter into this
Agreement on the terms and conditions stipulated hereinafter.
NOW, THEREFORE, THIS AGREEMENT WITNESSETH and the parties hereto hereby
mutually agree as follows:-
(1) Definitions :-
In this Agreement, the following terms shall be interpreted as indicated, -
“MJP” means Maharashtra Jeevan Pradhikaran
“Contract” means this Agreement entered into between MJP and the Systems
Integrator including all attachments and annexures thereto and all documents
incorporated by reference therein;
“Systems Integrator” means M/s. ----------------- (names of Consortium members,
if any) interchangeably referred to as “SI” in the contract.
“RFP” means the Tender Published by MJP (Ref. No. ------) and the subsequent
Corrigendums / Clarifications issued.
(2) MJP hereby covenants to pay the SI in consideration of the provision of the
Services as specified in Section 5 of the RFP (Annexed with the contract as
Annexure 1) hereto to be rendered by SI, and remedying of defects therein, the
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Contract Price or such other sum as may become payable under the provisions of
the Contract at such time and in the manner as specified in the Contract.
(3) The RFP document shall be deemed to form and be read and construed as part
of the contract.
(4) Time Schedule :
The Systems Integrator shall render its services for the total period of five years from the date of Implementation Completion Certificate by MJP.
(5) Fees :
Total fees to be paid to the Systems Integrator for the services mentioned in the
contract is Rs. ------------------------.
(6) Work Completion Timelines And Payment Terms
Project Delivery / Work Completion milestones given below is from the date of
Work Order.
% of the Payment Milestone given is the percentage of the Total Pre-
Implementation Cost as per the Annexure I (Commercial Bid), (Annexed with the contract as Annexure 2) .
Pre-Implementation
Time
line Milestone Deliverables Payment
T
Award of Contract
& Team
Mobilization
Security Deposit of
5% of the order
value
5 % of cost of system integration services
T+ 1
weeks
Detailed Project
Plan for
Implementation of Solution
Project Plan for
Implementation
T+ 8 weeks
Business Blue Print Study
Software
Specification
Document
Infrastructure
Design document
15% of cost of system integration services
T + 16
weeks
Supply &
Installation of Server Side
Hardware &
Software
Document on the IT component
procured &
configuration
90 % of IT Infrastructure
cost
T + 18
weeks
Enterprise wide
networking
Document on the
network component
procured & configuration
-
T +20
weeks
Bespoke Development or
Application
Configuration &
Customization
UAT criteria
document
T+ 22
weeks
Acceptance testing
Infrastructure
Compliance
Report on various
tests performed
with results
10 % of IT Infrastructure
Cost, 50 % of Application
software cost & 30% of
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UAT of the
Software Modules
including
performance
testing
Report on
resolution of issues
identified during
testing
Cost of system integration
services
T+ 28 Weeks
Submission of
System
Documentation & User
Documentation
Data Migration
Operational manual
Procedure for installation &
configuration of
infrastructure
components
Manufacturers technical document
Security Policy
T + 30
weeks
Training at
Divisional offices
Training/ User
manual & course
materials
T+ 32
weeks
Mock go Live
Completion
Certificate by MJP
+
10% Performance Guarantee
30 % of the cost of system
integration services would
be paid as a monthly
payment on a pro- rata basis (number of divisions
completed in a month
would be claimed in that
month)
40 % of the application
software cost on
completion of Mock go live
T+ 40
weeks
On site hand
holding
20 % of the cost of system
integration services would be paid as a monthly
payment on a pro- rata
basis (number of divisions
completed in a month
would be claimed in that month)
10 % of the application software cost
Note :
Phase wise implementation will be allowed, vendor will have to implement key
modules in phase – 1 & other modules will have to be implemented in later phases.
However, the Successful Live Run milestone for the entire project needs to
achieved as per above mentioned timelines.
Post-Implementation
Annual Maintenance Contract (for 3 years after
Implementation Completion Certificate by MJP)
The total AMC amount would
be divided into 36 equal
monthly installments to be
paid after every month
Man-month based supply of Programmer /
System Analyst Monthly
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(7) Commercial Terms :
MJP will release the payment within 30 days of submission of invoice subject to the condition that invoice and all supporting documents produced are in order.
(8) Annual Technical Support (ATS)
The Annual Technical Support (ATS) to be provided by the Systems Integrator is for
the period of five years from the date of acceptance of the system by MJP. Scope of ATS is as per the Section 5 of the RFP (Annexed with the contract as Annexure 1).
(9) Service Level Agreement
MJP is looking at a very professional approach in the project implementation and
it’s operations. Bidders will have to match to the expectations of the service levels
given in Section 7 of the RFP (Annexed with the contract as Annexure 3).
(10) Indemnity
Vendor shall indemnify, protect and save MJP against all claims, losses, costs,
damages, expenses, action suits and other proceeding, resulting from infringement
of any patent, trademarks, copyrights etc. or such other statutory infringements in respect of all the hardware / software supplied by him.
(11) Publicity
Any publicity by the vendor in which the name of MJP is to be used should be done
only with the explicit written permission of the Chief Engineer, Central Planning, MJP.
(12) Guarantees
Vendor should guarantee that the hardware systems delivered to MJP are brand
new, including all components. In the case of software, the vendor should
guarantee that the software supplied to MJP is licensed and legally obtained. All hardware and software must be supplied with their original and complete printed
documentation.
(13) Force Majeure
The vendor shall not be liable for forfeiture of its performance security, liquidated damages or termination for default, if and to the extent that its delay in
performance or other failure to perform its obligations under the contract is the
result of an event of force Majeure. For purposes of this Clause, “Force Majeure”
means an event beyond the control of the Vendor and not involving the vendor’s
fault or negligence and not foreseeable. Such events may include, but are not limited to, Acts of God or of public enemy, acts of Government of India in their
sovereign capacity, acts of war, either in fires, floods, strikes, lock-outs and freight
embargoes.
If a Force Majeure situation arises, the Vendor shall promptly notify the Chief Engineer, Central Planning, MJP, in writing of such conditions and the cause thereof
within twenty calendar days. Unless otherwise directed by the Chief Engineer,
Central Planning, MJP in writing, the Vendor shall continue to perform it’s
obligations under the Contract as far as it is reasonably practical, and shall seek all
reasonable alternative means for performance not prevented by the Force Majeure
event.
In such a case, the time for performance shall be extended by a period(s) not less
than the duration of such delay. If the duration of delay continues beyond a period
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of three months, MJP and the vendor shall hold consultations with each other in an
endeavor to find a solution to the problem.
Not withstanding above, the decision of the Chief Engineer, Central Planning, MJP,
shall be final and binding on the vendor.
(14) Resolution of Disputes
Chief Engineer, Central Planning, MJP and the vendor shall make every effort to resolve amicably, by direct informal negotiation, any disagreement or dispute
arising between them under or in connection with the contract. If after thirty days
from the commencement of such informal negotiations, IT Cell, MJP and the Vendor
have been unable to resolve amicably a contract dispute, the matter will be
referred to the Member Secretary, MJP, and his decision will be final and binding on
both the parties.
(15) Risk Purchase Clause
In case the selected vendor fails to execute the project as stipulated in the delivery
schedule, Chief Engineer, Central Planning, MJP, reserves the right to procure
similar services from alternate sources at the risk, cost and responsibility of the vendor. Before taking such a decision, MJP would give a notice period of 1 month.
(16) Data Ownership
All the data created as the part of the project would be owned by MJP.
Successful Bidder shall take utmost care in maintaining security, confidentiality and backup of this data.
(17) Intellectual Property Rights
In case of the Bespoke Development, the Successful Bidder shall transfer the
Source Code to MJP along with all the rights and privileges. Successful Bidder shall
also submit all the necessary instructions for incorporating any modification / changes in the software and its compilation into executable / installable product.
(18) Exit Management
Exit Management Purpose
This Schedule sets out the provisions, which will apply on expiry or termination of the contract. The Parties shall ensure that their respective associated entities carry
out their respective obligations set out in this Exit Management Schedule.
Transfer of Assets
Successful Bidder shall be entitled to use the Assets for the duration of the exit management period, which shall be the four month period from the date of expiry
of contract, or termination of the contract.
Confidential Information, Security and Data
Successful Bidder will promptly on the commencement of the exit management period, supply to the MJP or its nominated agencies the following:
Information relating to the current services rendered and performance data relating
to the performance of the services; Documentation relating to water management
system, Project’s Intellectual Property Rights; any other data and confidential
information related to the Project;
Project data as is reasonably required for purposes of the Project or for transitioning of the services to its Replacing Successful Bidder in a readily available
format.
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All other information (including but not limited to documents, records and
agreements) relating to the services reasonably necessary to enable the MJP and
its nominated agencies, or its Replacing Vendor to carry out due diligence in order to transition the provision of the Services to MJP or its nominated agencies, or its
Replacing Vendor (as the case may be).
Employees
Promptly on reasonable request at any time during the exit management period, the Successful Bidder shall, subject to applicable laws, restraints and regulations
(including in particular those relating to privacy) provide to MJP a list of all
employees (with job titles and communication address) of the Successful Bidder,
dedicated to providing the services at the commencement of the exit management
period;
To the extent that any Transfer Regulation does not apply to any employee of the Successful Bidder, MJP or Replacing Vendor may make an offer of employment or
contract for services to such employee of the Successful Bidder and the Successful
Bidder shall not enforce or impose any contractual provision that would prevent any
such employee from being hired by the MJP or any Replacing Vendor.
Rights of Access to Information
At any time during the exit management period, the Successful Bidder will be
obliged to provide an access of information to MJP and / or any Replacing Vendor in
order to make an inventory of the Assets (including hardware / Software / Active /
passive), documentations, manuals, catalogs, archive data, Live data, policy documents or any other material related to the water management system.
Exit Management Plan
i. Successful Bidder shall provide MJP 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 Scope of work definition.
A detailed program of the transfer process that could be used in conjunction with a
Replacement Vendor 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; Plans for the communication with such of the Successful Bidder, staff, suppliers,
customers and any related third party as are necessary to avoid any material
detrimental impact on water management system’s operations as a result of
undertaking the transfer;
Plans for provision of contingent support to water management system and Replacement Vendor for a reasonable period (minimum one month) after transfer.
SI shall re-draft the Exit Management Plan annually thereafter to ensure that it is
kept relevant and up to date.
Each Exit Management Plan shall be presented by the Successful Bidder to and approved by MJP or its nominated agencies.
The terms of payment as stated in the Terms of Payment Schedule include the
costs of the Successful Bidder complying with its obligations under this Schedule.
During the exit management period, the Successful Bidder shall use its best efforts
to deliver the services.
Payments during the Exit Management period shall be made in accordance with the Terms of Payment Schedule.
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This Exit Management plan shall be furnished in writing to Successful Bidder or its
nominated agencies within 7 days from the receipt of notice of termination or three
months prior to the expiry this Agreement.
(19) Miscellaneous
Confidentiality
The SI recognizes that during the term of this Agreement sensitive data will be
procured and made available to it. Disclosure of the data to any third person may cause harm not only to MJP whose data is used but also to Citizens & Businesses.
SI, its agents and employees should demonstrate utmost care, sensitivity and strict
confidentiality. Any breach of this Article will result MJP and its nominees receiving
a right to seek injunctive relief and damages without any limit, from the SI.
Personnel Personnel assigned by SI to perform the services shall be employees of SI, and
under no circumstances will such personnel be considered employees of MJP. SI
shall have the sole responsibility for supervision and control of its personnel and for
payment of such personnel's entire compensation, including salary, withholding of
income taxes and social security taxes, worker's compensation, employee and disability benefits and the like and shall be responsible for all employer obligations
under all applicable laws.
SI shall ensure that number and qualification of personnel employed to perform the
services, are in line with the resource plans and CVs provided with the bid. In case
of named CVs in the bid, the SI shall ensure that the specific personnel named in the bid shall be available to perform the services specific to the Project. Chief
Engineer, Central Planning, MJP shall have the right to require the removal or
replacement of any SI personnel performing work under this Agreement. In the
event that MJP requests that any personnel be replaced, the substitution of such
personnel shall be accomplished pursuant to a mutually agreed upon schedule but
not later than 30 working days. In the event MJP identifies any personnel of SI as "Key Personnel", then the SI shall
not remove such personnel without the prior written consent of Chief Engineer,
Central Planning, MJP.
SI should not employee any person below eighteen years of age
Independent Contractor
Nothing in this Agreement shall be construed as establishing or implying any
partnership or joint venture between the Parties to this Agreement. Except as
expressly stated in this Agreement nothing in this Agreement shall be deemed to
constitute any Party as the agent of any other Party or authorizes either Party (i) to incur any expenses on behalf of the other Party, (ii) to enter into any engagement
or make any representation or warranty on behalf of the other Party, (iii) to pledge
the credit of or otherwise bind or oblige the other Party, or (iv) to commit the other
Party in any way whatsoever without in each case obtaining the other Party's prior
written consent.
Standards of Performance
The SI shall provide the services and carry out their obligations under the Contract
with due diligence, efficiency and professionalism / ethics in accordance with
generally accepted professional standards and practices. The SI shall always act in
respect of any matter relating to this contract as faithful advisor to MJP. The SI shall abide by all the provisions / Acts / Rules etc. of Information Technology
prevalent in the country. The SI shall conform to the standards laid down in RFP
and the corrigendums in full conformance.
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Notices
Any notice or other document, which may be given by either Party under this Agreement, shall be given in writing in person or by pre-paid recorded delivery
post.
In relation to a notice given under this Agreement, any such notice or other
document shall be addressed to the other Party's principal or registered office
address as set out below MJP :
The Chief Engineer
Central Planning,
4th Floor, Express Towers
Nariman Point
Tel: ------------------------ Fax: -----------------------
Systems Integrator:
------------------------------
------------------------------ Tel: ------------------------
Fax: -----------------------
Any notice or other document shall be deemed to have been given to the other
Party when delivered (if delivered in person) if delivered between the hours of 9.30 am and 5.30 pm at the address of the other Party set forth above or on the next
working day thereafter if delivered outside such hours, and 7 calendar days from
the date of posting (if by letter).
(20) Applicable Law:
The contract shall be governed by the laws and procedures established by the Government of India, within the framework of applicable legislation and enactment
made from time to time concerning such commercial dealings/processing. All legal
disputes are subject to the jurisdiction of Mumbai courts only.
(21) The stamp duty payable for the contract shall be borne by the Systems Integrator.
IN WITNESS whereof the parties hereto have signed this on the day, month and
year first herein above written.
Signed, sealed and delivered
By -------------------------
Chief Engineer, Central Planning, For and on behalf of Maharashtra Jeevan Pradhikaran
Signed, sealed and delivered
By ----------------------------- For and on behalf of the “Systems Integrator”,
----------------------------------------------
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Witnesses :
(1)
(2)
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12 Annexure VI :Functional Requirement Specifications 12.1 Technical Overview
The water management system shall be deployed in web based model. The
web based system should have the following capabilities.
The Web Based Software shall be based on robust and scalable architecture
that provide scalability and redundancy both at the front-end and the back-end tier of the architecture. The system should be accessible in a secured manner
via the internet / intranet by MJP employees and other users.
The software should thus be accessible through different types of interfaces.
The web tier should include provision for load balancing.
The data storage and applications should be on a scalable database platform with provision for high availability.
The system must remain online, functional and accessible to all users at all
times of day and night (24x7) via Internet and intranet.
The system should have adequate load-balancing features to cater to peak
demands of system usage.
The software must be cross-browser accessible. Performance of the system should not be degraded as traffic, number of
users, number of content records increase.
12.2 Indicative Solution Architecture
The user interface provides means by which users would interact with the system. The user interface provides means of providing inputs to the system
and receiving outputs from the system.
The business logic would define functional algorithms which handle
information flow between the user interface and the database.
Data access would typically refer to software and activities related to storing, retrieving, or acting on data housed in a database or any other repository.
Separating the responsibilities of an application into multiple tiers makes it
easier to scale the application. The basic concept of a tiered architecture
involves breaking up an application into logical chunks, or tiers, each of which is
assigned general or specific roles. Tiers can be located on different machines or
on the same machine where they are virtually or conceptually separate from one another. Web based application gives an opportunity to access information from
anywhere in the world at anytime. It also facilitates to save time & money and
improve the interactivity with stakeholders.
12.3 Non Functional Requirements and Technical Standards General requirements
It is expected that the proposed software solution meets the mandatory functional
and non functional requirements mentioned below. Tender also mentions the
additional requirements that are desirable.
Mandatory Non Functional Requirements and Standards
The Application should be web-based solution (having Web-based front-end
for users as well as for system administrative functions.
The Application should be easily scalable to handle growing loads with
Minimal changes to code and without compromising on the response time.
The solution should have Test environment. The Test environment should be provided by the successful bidder & would be needed to support testing and
trainings.
All components of the solution should be based on standards to avoid
compatibility issues.
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The infrastructure technology stack (database, application server & other
components) used by the application should be commonly used for developing
custom applications that are not part of or are an extension of the proposed package.
The solution should have the ability of client to run the entire functions
through browser.
The solution shall run on native browser with additional plug in's that should
be downloaded automatically. The solution should run on native browser without additional plug-in
The future versions of the solution should support functionalities provided in
earlier versions.
The solution should be supported on TCP/ IP network.
Special mention must be made whether the solution proposed includes any
proprietary components. The proposed solution should have a unified, common database platform for
all transactions and reporting requirements.
The Bidder must clearly mention the underlying software architecture, which
modules are interfaced etc.
For the software supplied by the bidder as part of system, the following shall apply:
The system software must be licensed to MJP and OEM must stand by their
products through indemnification.
Patches and Updates of proposed software must be provided for the duration
of the project. Should be compatible with all leading Web Browsers in India, especially with
Microsoft Internet Explorer 6.0 or above and/or Mozilla Firefox etc
Should adopt the technical standards for e-governance applications as
provided in the http://egovstandards.gov.in/
The system’s development environment and databases should be from an
OEM with presence in India (and easy availability of skilled resources for the product in India) and should not restrict MJP from using the application or data
or database structure in any future requirement.
The application & system software must provide interface & data input in
Unicode format especially in English or Marathi
The system Database must be capable of storing Unicode data formats, for multilingual language support.
The system software must provide perpetual & full use licenses.
The proposed solution should have the operating flexibility. Accommodate
multiple levels of Organization structure.
Multiple financial years processing capabilities. It should be possible to modify and reorganize all menus.
Multi-user logging in remote location Open work group environment where
users can access same information at the same time.
Modularity: The solution will initially be required to cover a range of business process modules
as detailed in this tender, but it should allow addition of more modules as and when
required, which should seamlessly integrate into the core system.
Flexibility:
The solution should be adaptable to changing practices of MJP & in case need arise to customize to specific needs, it should be possible to do the same in the form of
add-ons and routines that can be plugged/unplugged from the base product as the
situation arises
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Integration & Interfacing:
The solution shall provide application architecture which can be integrated with third party/ legacy applications using a middleware technology.
The solution should be remote access integration compatible for remote
operation of System administration, Security Management & Diagnostics/ Fine
tuning tools.
The solution should support interfacing with mobile devices like Palm Top, Mobile Phones, PDA.
The solution should be able to provide XML based web services which can be
used by other applications.
The solution should be capable to be enhanced to serve mailing requirements
using third party mail server.
Up-gradation:
The upgrades should not affect the current version adversely.
The solution architecture should be with minimum package modifications so
as to preserve the package upgrade.
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 ensure smooth migration to later versions
of the base product.
Network: The solution should support the following network types
LAN & WAN
Leased Lines
ASDL lines
VPNs
User Interface:
The solution should have unified, easy, flexible and user friendly interface
The user interfaces should be friendly and GUI/browser based.
It should have facility to display confirmation / warning windows for deletes, changes etc.
The system should provide consistent screen layouts and access methods
across all modules so that they look and behave the same.
The Solution should provide user friendly interfaces for transactions, screen
navigation, query, generation of reports etc. The system should have “Pull down menus”, “command buttons”, “short-cut
keys”, “and pop-up windows” and use other navigation aids wherever possible
to make the system efficient and easy to use.
The system should use standard drop-down lists wherever possible for
standard values to be selected by the User. The system’s user interface should make use of horizontal and vertical scroll
bar feature wherever needed, depending on the layout of the window.
Certain design features with reference to Customer Interface are described
below:
Simplification of the Application Forms: Application forms for all the customer
services will be simplified and will have common design. These will be available even on MJP Web Portal for customers to fill them up and submit electronically.
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Multiple Channels for Service Delivery: Customer will be able to avail various
MJP services through multiple channels as listed below:
i. Online Portal ii. Customer Relationship Module
Help:
The solution should provide context based help facilities wherein the users
can obtain system specific technical/ functional help online. The system should provide online context-based help facilities at field level
and also online help at function, screen and field level.
User Access Management:
The system should have the functionality to:
Assign the users a role and privileges in the applications Assign the menus/ forms/ functionalities in the system to the users
Grant / impose data-based access / restrictions to the users
Define menus and attach such menus to users
Disable/re-enable users / groups from the system
Disable / re-enable modules within application The system should store all authentication credentials of users in an
encrypted format
The system should suspend the user in case of a specified number of
unsuccessfully attempts to logon to the system and these suspended user IDs
should only be reactivated by system administrator
System Control and Audit:
The system should be able to provide audit trails, audit logs and transaction logging
requirements (what, when, who has changed)
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
The solution should be capable of providing Audit Trail: Audit trail of Time Stamp &
User ID stamp for the following
Transactions
System should maintain following categories of logs: System access logs
System health logs
System error logs
The system should time-out after a stipulated period of idle time
Data Migration:
The solution should support export and import of data possible from different
legacy systems/ other systems/ databases in different file formats & on specified
time intervals
Security:
The solution should be capable of providing Authorization by the User Name,
User Role
The solution should be capable of providing automatic timeout for transaction
entry.
The solution should be capable of providing automatic timeout for user (log out).
The solution should be capable of providing Time restriction on transaction.
The solution should be capable of providing user login with Time restriction.
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The solution should support password encryption while passing on wire.
Ability to handle data updation/deletion/creation only through application
layer Users should not be allowed to access the database directly.
The application should be capable of supporting SSL & digital certificate.
Work Flow:
The workflow should be integral part of the solution The workflow should allow multi-step approval routing.
The workflow should allow for multiple levels of management approval.
The workflow should have a rules engine that allows rules to be created to
define approval hierarchies.
There should be no limit on the hierarchy levels that can be defined.
Search:
Search for different entities such as customers and viewing the corresponding
details should be provided in the application. The search feature shall be linked to
all modules of the application.
Reporting Tools:
The solution should permit viewing of reports through web
The solution should have interface to search and filter the data of the report
The solution should be able to enhanced to provide Senior Management
Dashboards The solution should be able to convert reports to PDF format directly
Granularity:
The solution architecture should be highly granular & loosely coupled. The solution
should be interoperable in nature and based on Service Oriented Architecture.
Data Migration:
The solution should have automatic way of migrating the data of existing
database in case of data structure change during transfer to new versions of the
proposed solution
The solution should support export and import of data possible from different legacy systems/ other systems/ databases in different file formats & on specified
time intervals
The solution should support import of data in various formats ( Text, Excel,
MS-Word, XML)
The solution should support import of data from various RDBMS
12.4 Functional requirements specifications
General Requirements:
The services available on web should be integrated with the MJP portal (www.mjp.gov.in)
The system should be able to integrate with the accounting system being
used in MJP
The integration with the ArcGIS application should be possible and the
mapping of the geo-cordinates with the address should be the integration point.
There should be a two way exchange of data and information between GIS and application system though geo coding.
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The system should generate various MIS reports required by MJP head office
and various Regional/ Other Offices for better financial control and control on
Non revenue water (NRW) The system should have functionality to import Property tax data available in
the software being used by Urban Local Bodies if required in future.
The system should integrate with the payment gateway, SMS gateway and
mail gateway
The module wise Functional requirements are presented below. The stage
wise functional requirements have been described, wherein stage 1
requirements should be readily available in the product and would be used for
the product evaluation indicated earlier technical evaluation section of this
tender document and the stage 2 requirements are also required but may not
be readily available and the successful bidder should develop these requirements before the product is implemented. The stage 2 requirements
would not be considered for evaluation.
Stage 1
Customer Relationship Module 1. The system should facilitate the following transactions:
New Connection
Change of usage
Disconnection
Re-connection Change of ownership
2. Capture of various details of the Water Connection
Consumer Details- Property Details, Owners Details, mobile number, email
Metered/ Non Metered Connections
Multiple Usage type - Domestic, Commercial, etc. Tariff Category
Connection Details- Connection Size, Distribution Line, Pressure
Meter Information - Meter No. / Make / Cost
3. The system should generate token for application acceptance which could be
used for tracking application status
4. The citizen Relationship Module should have the citizens charter, Check-list for
documents to be submitted along-with application for new connection/ re-
connection, Fees details
5. The application received should be categorised division wise
6. Customer Relationship Module should allow view of application status, update
customer information, consumption overview, Invoice overview.
7. The module should provide a quick and complete view of all information related
to a customer from customer details, invoices, payments, complaints.
8. The customer can have more than one connection.
9. Facility to Check Status of complaints
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10. Rejection note should be generated indicating inadequacy of the application
11. Application received from Customer Relationship Module should be tracked for
internal departmental work-flow to the logical completion i.e. Approval/Rejection of
the Service 12. Work Order Printing for new connections, re-connections and closing of
connections
13. The system should generate the following reports:
Service Statistics
Daily Collection Reports
Grievance Redressal Module
1. The System should facilitate the following transactions:
Lodge a complaint
Listing of complaint
Action Taken Report Transfer of Employee
Complainant Feedback
2. The system should have the functionality to define the complaint types,
complaint escalation charter, escalation path, organization structure and
organization holidays
3. The citizen self service portal should allow the citizen to lodge a complaint
4. The system should facilitate to record a complaint lodged by the customer
5. The system should help in monitoring the complaint status and ensure the pre-
defined escalation path is followed
6. The system should generate alerts on violation of citizen charter
7. Facility to accept citizen feedback on the Administration Action
Facility to mark a complaint as fake / invalid (for not considering it in the normal
reports or report for Project System)
8. The system should have the functionality of recording the transfer of the
employees 9. The citizen self service portal should allow tracking the status of the complaint.
10. The system should generate the following reports:
Complaint Escalation charter
Complaint Escalation path
Complaint Type and Sub Types Complaint Escalation Details
Category wise complaint Escalation Details
Employee wise complaint Escalation Details
Division wise complaints detail Report
Responsibility Center wise Complaints Detail Report Complaint Lodged Report Division wise
Complaint Closure Intimation report
Complaint Feedback Report
Complaint Lodged Report Type wise
Complaint & Redressal Performance Division wise
Complaint & Redressal Performance Employee wise
Water Billing Module
1. The system should facilitate the following transactions:
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Meter Reading recording
Meter Cut-off restoration
Bill Generation Bill Printing
Bill Distribution
Bill Deletion Tool
Receipt Query
Adjustment Entry Receipt Deletion Tool
Issuance of Plumber license
Renewal of Plumber license
2. The solution should support Individual meter data entry
3. The module should have set of pre-defined formula for estimating consumption
values and should also allow creation of new formulas.
4. The calculation module should support the calculation of unmeasured
consumption. This functionality allows estimating water consumption for a
connection that is not measured.
5. The module should support generation of a single bill generation for a customer
having more than one connection
6. The billing engine should use a set of predefined yet adaptable billing inputs from
various sources such as consumption, advance amounts, reductions, billing
frequency, one time costs etc and calculate the invoice
7. The module should allow defining the billing frequency (monthly/ bi monthly/
quarterly etc) which indicates a period during which the periodical invoice is to be
calculated and posted.
8. The module should allow the handle corrections
9. The module should allow defining the calculation formula based on which the
Invoice lines would be generated.
10. The system should support many different types of invoices:
Advance
Periodical Invoice Credit Note
11.The system should identify missing values and use average consumption figures
in their place
12. The system should allow creating a list of the costs that the customer already
paid in advance to the MJP. The system should ensure that already paid advances
are subtracted from the periodical invoice afterwards.
13. The system should allow the user to define which invoices need to be generated
and at what time. Through the batch scheduling functionality, the billing invoice
run can be started periodically or manually (via the user interface), for all
customers or for a limited set of customers or by other filter criteria.
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14. The system should allow defining an item and the tariff rate for the item and
applicability conditions of the tariff rates.
15. Parametric setup of Tarrif Category, Type of Connections, Tarrif applicable for various types of premises, charges for various services, Deposits, Road Digging
charges etc. The system should facilitate defining the telescoping charges.
16. The system should have built in bar-coding software to provide bar-coding
printing on the bills for Automatic Identification and Data Capture
17. The system should allows the user to easily create, alter and reverse payment
or reverse invoices in combination with done payments.
18. Besides costs, also all kinds of interests on pending payments should be calculated and linked with billing cycles or customer groups.
19. The monitoring on the progress of collections should be possible.
20. The system should allow to update, on daily basis, assessment and recovery of
bills received and to produce outstanding payments statements
21. The system should generate statistical information as a part of Management Information System (MIS) reports related to assessment and collection records
22. Facility to generate Demand Notice in case of non payment of dues and no dues certificate
23. The module should have facility to record the dishonoured cheque
24. The system should facilitate integration with bar code readers for recording the
payments and generation of receipts
25. The system should generate the following reports: Meter Reading Entry Status
List of Consumer for Water Bill
Bill Status for Bill Generation
Billing Summary (Billing Cycle wise)
Work Order Printing for new connections, re-connections and closing of connections Connection Outstanding
List of connections
List of closed connections
List of Consumers Ward, Category & Size wise
Category wise No. of Connections sanctioned during given period
List of Disconnected Water Connections with Arrears List of Reconnections for Inspection Purpose
Demand/ Collection/ Outstanding Register
Top Defaulters List
Receipt
Dishonor Cheques List Connections with Arrears
Stage 2
Customer Relationship Module
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1. The module should supports multiple customer interaction channels such as
phone/IVRS / call centre, kiosks, SMS and web portal etc.
2. The following functionalities should be available Customer Relationship Module: Customer detail overview,/ consumption graphs, downloading the consumption
information, Invoice download and Payment gateway for payment acceptance
3. SMS alerts to applicants upon decision
4. Online Submission of form for new connections
5. Calculate dues for unpaid dues of the connections 6. SMS alerts to customers & officials for the new connection
7. Inspection report
8. Start generating bill of all completed connections
9. Expiry of temporary connections-dues pending
10. Regularization of unauthorized connection
11. Alerts for disconnection due to non payment
Grievance Redressal Module
1. The system should generate SMS for the complaint feedback
2. Delegate alternate users in absence of assigned user 3. The system should generate a SMS alert for the concerned employee
Reports:
1.Complaint Trend Analysis Month Wise
2.Complaint Trend Analysis For Last 5 Years
3.Complaint Trend Analysis Division Wise 4.Complaint Trend Analysis Center Wise
5.Top / Least Performance
6. Employee wise Report
Water Billing Module
1. The system should facilitate the following transactions: Meter Master entry
Meter Maintenance Entry
Provision to Capture Bulk
Meter Reading to calculate NRW
2. The solution should support processes for entering metering data- bulk
entering- import data from MS Excel, CSV file
3. The meter data entry processes should offer intelligence about the data
collection process- data collection errors should be highlighted using a
comprehensive set of predefined import errors
4. The module should interfaces with mobile devices like PDAs for meter readers
5. The system should have built-in rules for meter data validation on both source
and calculated values and should also allow the user to add own rules.
6. It should also have facility to have record of details of meter such as meter type,
make, date of installation, complaints by consumer or meter reader regarding
replacement of meter
7. The module should facilitates the calculation of exact consumptions or
extrapolate using a certain set of variables and parameters such as new and old
consumption data (e.g. linear extrapolation)
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8. MDM should provide the necessary basis for all other custom analysis like
consumption analysis, flow analysis, water balance, NRW analysis. It should have
facility to enter pumping information, hour of pumping, facility to enter bulk water or flow meter reading. It should give report of NRW as per billing cycle in different
component such as rising main, transmission main and DMAs wise in distribution
system. Give report of NRW as per billing cycle in different component such as
rising main, transmission main and District Metering areas (DMAs) wise in
distribution system
9. The module should allow the user to recalculate bills and write off bills
10. The billing module should support “collective billing” or “bundling”. Often
required by municipalities, or housing associations, these invoices feature several
elements that are grouped based on certain criteria (user, location etc.). This bundling however should not be reflected in the ledgers and detailed ledgers should
be matched to each element of the bundled invoice
11. The module should facilitate providing bill data in the form of soft copy for
consumers who have demanded the same and in case of consumers being billed
manually or new connection, the bill data should be provided in the form of manuscript as per standard provided by MJP
12. The system should be able to calculate the advance amount based on the
historical consumptions or historical invoice data.
13. Based on the configuration the billing invoice run should started periodically as a background process. This process would be responsible for gathering the
necessary calculated invoice lines, verifying, validating and bundling them and
posting the pre-calculated lines to actual free-text invoices.
14. The system should includes the functionalities of generating PDF files, printing
the invoice, e-mailing the PDF file to a customer.
15. The system should SMS the invoice details to the consumer
16. The system should allow configuring different types of reminders regarding pending payments.
17. The system should have a functionality of posting prohibitive notes on dubious
debtors’ accounts
18. The system should have the functionality for external collection agency interfacing, penalty management, etc.
19. The system should permit the Consumer to pay their bill from anywhere
through we portal and through kiosks like ‘Any Time payment’ Kiosks
20. The system should allow the credit/ debit reversal
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21. The system should facilitate account reconciliation with banks/ collection
centers/ head office etc
22. The system should facilitate integration with hand held devices for recording payments & generation of receipts
23. Allocate staff for meter installation
24. Generate work order
25. Allocate staff for meter reading
26. Status of meter 27. Capture faulty meter status and replacement
28. Disconnection
29. Applicable due on disconnection
30. Issue disconnection work order on payment
31. Issue disconnection work order on payment of dues
32. Assign staff for disconnection
33. Customer can view bill, meter reading on the website
34. Reports on Permanent, Temporary connections/ disconnections, status of application, pending applications,
35. Report on connections with variation in meter reading
36. Report on cases where meter readings not taken
37. Comparative report on meter reading based on previuous readings and
readings in same season
38. Query based ad- hoc reports
39. Tariff for bulk water works
40. Reports on meter reads failed/ passed validation
41. Manual entry of Tariffs and Taxes for select customers
42. Bill should segregate the consumption & arrears amount clearly
43. Exception handling- Negative bill
44. Duplicate bill generation
45. Bill template design & changes through GUI interface
46. Generate single bill for society wherein summary of individual bills given
47. Generate PDF of Bill which could be emailed (auto emailing)
48. Sequence of bill printing could be selected based on ease of distribution
49. Assign staff for bill distribution
50. Update status of bill distribution against consumers
51. Seggregate zones- bill zones/
52. Report on consumer not paying bills for x cycles
53. Report on revenue collection - collection centre wise
54. SMS alerts to customers on bill generation
55. Support payment gateway & capability to interface with various payment
options like CSC
56. generate acknowledgement
57. Reconcile payment received with bank depsoits 58. Levy automatic fees for dishonoured cheques & bar customer fro cheque
payment for next few billing cycles
59. Report on full payment/ partial payment and non payment
60. Define debt tolerance & monitor customers against it
61. Generate notice letter
62. Initiate disconnection processing & support autoamtic. Manual write off
The system should generate the following reports:
Meters Master
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List of Hotels & Dhabas and consumption pattern, swimming pools, star Hotels -
consumer type wise list
Meter History Report with Complaints, repairs Report to show NRW – Billed Consumption v/s Bulk Meter reading
Financial Year wise Meter Reading
List of Defective/Stopped/Faulty
Age Analysis Of Arrears
Performance Of Rebate Schemes