request for proposal (rfp) - · pdf filerequest for proposal (rfp) ... 6 . clarification of...

REQUEST FOR PROPOSAL (RFP)

FOR

REVAMP AND RE-DESIGN OF THE EXISITNG OFFICIAL WEBSITE

OF SRINAGAR MUNICIPAL CORPORATION (SMC)

at URL http://www.smcsite.org).

&

Design, DEVELOPMENT, testing, IMPLEMENTATION &

Maintenance OF ONLINE GRIEVANCE REDRESSAL SYSTEM

Commissioner, Srinagar Municipal Corporation Karan Nagar, Srinagar, Jammu & Kashmir Tel. 0194-2470466 Fax. 0194-2476931 W: smcsite.org E:[email protected] , [email protected]

http://www.smcsite.org/

mailto:[email protected]

Table of Contents 1. Important Dates ................................................................................................... 0

2. INTRODUCTION & BACKGROUND .............................................................................. 2

3. Invitation of Bids/Tenders ........................................................................................... 4

4. Instructions to tenderers/bidders: ............................................................................... 6

5.Cost of Bidding ......................................................................................................... 7

6 . Clarification of the Tender Document/ Amendments to RFP .................................................. 8

7. Language of Proposal ................................................................................................. 8

8. Qualification requirement of the Tenderers .................................................................... 8

9. Period of validity of Bids .......................................................................................... 9

10. Warranty, Operation and Maintenance : .................................................................. 10

11. Payment terms: ............................................................................................... 10

12. Completion Period ............................................................................................ 11

13. Other terms and conditions: ................................................................................. 12

14. Evaluation Methodology ..................................................................................... 13

FORAMT FOR TENCHICAL AND FINANCIAL BIDS ........................................................... 15

About the Company .................................................................................................... 17

Project schedule time line as per the completion period specified in the Tender document. ....................... 19

Format of Financial Bid .............................................................................................. 20

(Scope of the Work/Requirement) Technical Objectives of the:- .................................................... 23

Dynamic & Comprehensive (Web Content Management System) based website .................................. 23

Comprehensive Online Public GrievanceRedresaal System SCOPEOF WORK:- .................................. 26

The main components of Complaint Grievance Management System are: .................................... 27

Application preventive supports such as : ............................................................................. 28

Open-Ended &Flexible Software: ..................................................................................... 28

Process Flow of Existing System:- ................................................................................. 29

Proposed Flow of NewSystem:- ....................................................................................... 29

Security:- ................................................................................................................ 29

Consolidated Role Based Dashboard: .................................................................................. 30

Server specification of Co-Hosting: .................................................................................... 30

1. Important Dates

1. Issuance of Document 13/03/2015

2. Last Date and Time for

Submission of

Bids 10/04/2015till03:30 PMIST

3. Technical Bid Opening 10/04/2015at 04:00PMIST

4. Financial Bid Opening After Evaluation of Technical Bid.

5. Place of Bid Meeting and

Opening of Bids

SRINAGAR MUNICIPAL

CORPORATION

KHAK CHOWK, KARAN ANAGAR -

190010 (J&K)

6. Address for Communication

COMMISSIONER,

SRINAGAR MUNICIPAL CORPORATION

KHAK CHOWK,

KARAN NANAGAR,

190010 (J&K), JAMMU

AND KASHMIR

Telephone No:0194-2474066

Fax: 0194-246931.

E-mail:[email protected]

[email protected]

For clarification :

Please Contact :

Informatics Officer

On Mobile No. 9419005115.


Informatics Branch Srinagar Municipal Corporation __________________________________________________________________

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SRINAGAR MUNICIPAL CORPORATION

NO: OF 2015

DATED: -2-2015

NOTICE INVITING TENDERS/REQUEST FOR PROPOSAL FOR REVAMP AND RE-

DESIGN, OF THE EXISITNG OFFICIAL WEBSITE OF SRINAGAR MUNICIPAL

CORPORATION (SMC) at URL http://www.smcsite.org) & DESIGN, DEVELOPMENT AND

IMPLEMENTATION OF ONLINE GRIEVANCE REDRESSAL SYSTEM.

The Srinagar Municipal Corporation intends to revamp and redesign their existing official

website http://www.smcsite.org with simultaneous redevelopment and development to form a

comprehensive web content management system (WCMS) based website of the Srinagar Municipal

Corporation, including the Online Grievance Redressal System development and implementation that

must be cross browser and cross platform and downloadable Mobile App. accessible. Accordingly the

tendering/bidding is open to all qualified tenderers who fully meet the following qualifications:-

1. The Bidder/Tenderer should be a company/firm registered in India from last more than 5

years’. (here the company/firm includes registered company, partnership firm, a proprietary

concern).

2. The tenderer/bidder should be well versed in Web Technologies and should provide satisfactory

evidence, acceptable to the Srinagar Municipal Corporation to show that they have efficient

technology adequate capability, technical know-how and experience of design development of

website/software & implementation. For which he is required to submit detailed report of

similar work done and proofs.

3. The tenderer should have adequate financial stability and status to meet the obligations under

the contract. For which the tenderer should have a total contract amount received during the

last three years (i.e current and previous two years) as per turnout/balance sheet at least

minimum 150% of the cost offered for this work. It should be backed by Income tax clearance

certificate to ascertain that the work has been done and payment made. The balance sheet

should be certified by qualified/registered Chartered Accountant to ascertain the financial

statement of the bidder.

4. The Bidder should have experience of running at least two websites and two Web applications

with complete SDLC in last 4 years (i.e. current year and three previous financial years) and is

ISO 9001:2000 or CMM level 3 or above certification or BS 7799 IT Security Standards

Certified.

The Tender Document (RFP) can be downloaded from the SMC website

(http://www.smcsite.org) commencing from 13-03-2014. Cost of the tender document is Rs. 500/-

(Rupees Five Hundred Only) which is to be submitted with the tender in Technical Cover in the form of

Demand Draft payable from any scheduled Bank in favour of Chief Accounts Officer, Srinagar

Municipal Corporation.

The Tenders/Offers sealed in envelop should be put in the tender box allotted for the purpose in

the office of the Commissioner, Srinagar Municipal Corporation in person or by post on 11-04-2015

upto 3.30 PM.

Sd/-

Commissioner,

Srinagar Municipal Corporation.





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2 . I N T R O D U C T I O N & B A C K G R O U N D

1. The Srinagar Municipal Committee/Municipality established in 1886 in the

Jammu & Kashmir State for looking after the urban affairs of the Srinagar City

had been performing the responsibilities of up keeping and maintenance of

civic amenities before its formulation as Municipal Corporation under the

enactment of Jammu & Kashmir Municipal Corporation Act, 2000. But after

its formulation, it is meant for development and improvement of Srinagar City

in the entire gamut of urban functions including the service delivery functions

of other agencies/department under a single platform. However, the SMC’s is

primarily handling the responsibility of up keeping and maintenance of civic

amenities and delivery of certain services in view of non-transfers of functions.

Currently the jurisdiction of Srinagar Municipal Corporation is organized into

34 Functional Administrative Wards, Two Works Divisions, Three City

Drainage Divisions, One Electric and one Mechanical Transport Division for

performing various activities at the field level to serve the citizens of the

Srinagar as well as to the floating population that visit Srinagar for different

purposes.

2. Technology has changed the way the world used to look at things.

Technological Revolution in the 21st Century has transformed processes,

making it more efficient, effective and competitive, with the use of cutting-

edge technology. Today it has made its presence felt in every sphere of life as

business, entertainment, health care, education, Government following

widespread use and benefits of technology coupled with reforms.

3. The Government has witnessed the usage of IT in a significant manner in the

last several years. IT has changed the face of the government, especially in a

developing nation like India. Use of cutting-edge technology & usage of

Internet medium has helped the Government like Municipal Corporations to

serve its stakeholder’s viz. Citizens, Officials etc.

4. Common needs for computerization are pragmatic in the areas of providing

single point interface for delivering various citizens centric services to its

stakeholder with widespread use of technology and encompassing process

reengineering to make the processes/systems efficient, effective, responsive

and accountable for delivering the best services to achieve smart/good

governance in phased manner. Provided the ethos, discipline are bought in

workforce to adopt/implement and follow set guidelines. Otherwise, the


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computerization, widespread use of technology is mealy a futile exercise and

wastage of money.

5. The Srinagar Municipal Corporation has to its credit, the successful projects on

networking, software, web design and development, setting up of video

conferencing facility, establishment of modern art of the technology

Informatics Centre etc. For sustenance of these projects professional look after

and operation is being managed by the Information Technology branch of the

Corporation. Thus the Srinagar Municipal Corporation had already made

headway in establishing its own website/ Information Portal

http://www.smcsite.org and had made their presence on the interNet. The

Srinagar Municipal Corporation launched its website/Information Portal

http://www.smcsite.org years ago to facilitate spread of SMC information and

knowledge and has become information provider for its stakeholders through

internet. The existing website has in-build Content Management system and

had a good look and feel of its time. Besides, the Srinagar Municipal

Corporation had also earlier introduced online processing of Building

Permission & Birth & Death for delivery of information through Website and

SMS, which is linked with the State HUDD website. But now after years of

time period, the Srinagar Municipal Corporation intends for periodical

revamp/redesign of their website to keep up with evolving technologies and

design conventions and wishes to put on its own root the Comprehensive

Grievance Redressal System.

6. Accordingly the Srinagar Municipal Corporation seeks proposals on “ revamp,

redesign of the existing official website “ http://www.smcsite.orgof SMC with

simultaneous redevelopment and development to form a Comprehensive web

content management System (WCMS) based website &design, development,

implementation& maintenance of comprehensive Online Grievance Redressal

System that must be cross browser and cross platform and Mobile App.

accessible to achieve (G to C; G to B ;G to G and G to E) objective by keeping

such provisions within the framework of the new web portal that would

eventually help to improve the Image of the Corporations and its employees at

all level, with the policy that when the benefits of one initiative are reaped, the

steps for development and implementations of next initiative should be

processed.





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3. Invitation of Bids/Tenders

1.1 The invitation is for: Revamp, re-design of the existing official website of

Srinagar Municipal Corporation (SMC) at URL http://www.smcsite.org) with

simultaneous redevelopment & development to form a comprehensive Web

Content Management System (WCMS) based website and Design, Development,

Testing, Implementation & Maintenance of Comprehensive online GRIEVANCE

REDRESSAL SYSTEM that must be cross browser and cross platform/Mobile

Appl. Accessible.

1.2 Tenderers /bidders are advised to study the Document carefully before

submission of the Tenders/bides. The tender/bidder submitting a tender/bid

would be presumed to have considered and accepted all the terms and conditions.

No inquiry, verbal or written, shall be entertained in respect of

acceptance/rejection of the tender/bid. The tender/bid must be unconditional.

1.3 The Tender Document (RFP) shall be available for download on the existing

website (http://www.smcsite.org) of Srinagar Municipal Corporation.

1.4 Separate sealed tenders/bids/offers prepared in accordance with the procedure

mentioned in this document should be submitted to the Commissioner, Srinagar

Municipal Corporation, Srinagar, Jammu & Kashmir not later than the date and

time laid down, at his address given in this tender document. Documents received

by mail or fax will not be accepted.

1.5 Cost of the tender document is Rs. 500/- (Rupees Five Hundred Only) which is to

be submitted with the tender in Technical Cover in the form of Demand Draft

payable from any scheduled Bank in favour of Chief Accounts Officer, Srinagar

Municipal Corporation. Failure to do so, may lead to disqualification of the

tenderer.

1.6 Earnest Money Deposit

1. The tenders/bid must be accompanied by a sum of Rs. 15,000/- as earnest

money in the manner prescribed herein above; failing which tender shall be

summarily rejected.

2. No interest shall be allowed on the earnest money.




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3. Earnest money in the form of Guarantee Bond shall not be accepted.

1.7 Addressee and Address at which the tender/bid to be submitted:

Commissioner,

Srinagar Municipal Corporation

Karan Nagar, Srinagar, Jammu & Kashmir

Tel. 0194-2470466 Fax. 0194-2476931

1.8 Tender/Offer should be in sealed envelope and should be put in tender box

allotted for the purpose in the office of the Commissioner, Srinagar Municipal

Corporation, KakChowk, Karan Nagar, Srinagar on 10/04/2015 upto 3.30 PM.

1.9 The Tenders/bids shall be opened on 10/04/2015 at 4 P.M by the tender

opening committee of Srinagar Municipal Corporation.

1.10 Tenderers which are received after the closure time and date specified above may

not be considered.

1.11 Srinagar Municipal Corporation shall not be responsible for any postal delay

about non-receipt/non-delivery of the documents.

1.12 In case the intended dates for opening of tender is declared a holiday, the tenderer

will be opened on the next working day or as found suitable by the tender

opening committee.

1.13 Documents not complete shall be summarily be rejected.


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4. Instructions to tenderers/bidders:

Procedure for Submission:

It is proposed to have a TWO Cover System for this tender.

1. The Technical Proposal should contain the information as specified in this tender

document (RFP) Annexure 1, 2,3 and 5.

2. The Commercial Proposal should contain the information as specified in this

Tender document (RFP) Annexure 4.

3. The original of the Technical Proposal and original of the Financial Proposal

shall be placed in separate sealed envelopes as follows :

Envelope –I Original hard copy dully sealed and signed along with soft copy (in CD)

of the Technical proposal with Demand Draft of Rs. 500/ (Rupees five hundred) & EMD

of Rs. 15,000/= (in the shape of demand draft payable from any scheduled Bank in

favour of Chief Accounts Officer, Srinagar Municipal Corporation) be placed in separate

Envelop –I. marked “Technical Bid/Tender” for Revamp, re-design of the existing

official website of Srinagar Municipal Corporation (SMC) at URL

http://www.smcsite.org) with simultaneous redevelopment & development to form a

comprehensive Web Content Management System (WCMS) based website and Design,

Development, Testing, Implementation & Maintenance of Comprehensive online

GRIEVANCE REDRESSAL SYSTEM that must be cross browser and cross

platform/Mobile Appl. Accessible. Along with address of the Tenderer /Bidder & Notice

No. and dates. “DO NOT OPEN BEFORE DUE DATE OF OPENING”

Please note that Price should not be indicated in the Technical Bid failing which bid

will be rejected.

Envelope. –II Original hard copy of the financial Proposal dully sealed and signed be

placed in separate envelop-II marked “Financial Bid/Tender” for Revamp, re-design of

the existing official website of Srinagar Municipal Corporation (SMC) at URL

http://www.smcsite.org) with simultaneous redevelopment & development to form a

comprehensive Web Content Management System (WCMS) based website and Design,

Development, Testing, Implementation & Maintenance of Comprehensive online

GRIEVANCE REDRESSAL SYSTEM that must be cross browser and cross

platform/Mobile Appl. Accessible. Along with address of the Tenderer/Bidder & Notice

No. and dates. “DO NOT OPEN BEFORE DUE DATE OF OPENING”




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All the tenderers/bidders are requested to submit the tender/bid in a final sealed cover

envelope containing both (Technical and Commercial) super-scribed with the name &

address of the participating tenderer/bidder along with tender Notice Number, date and

tender/bid for Revamp, re-design of the existing official website of Srinagar Municipal

Corporation (SMC) at URL http://www.smcsite.org) with simultaneous redevelopment

& development to form a comprehensive Web Content Management System (WCMS)

based website and Design, Development, Testing, Implementation & Maintenance of

Comprehensive online GRIEVANCE REDRESSAL SYSTEM that must be cross

browser and cross platform/Mobile Appl. Accessible. “DO NOT OPEN BEFORE

DUE DATE OF OPENING”

The technical tender/bid should be a complete document and should be bound as a

volume; every paper of the tender/bid should be signed by authorised signatory with seal

of the company. In case of unbound document, bid will be considered for rejection.

The financial tender/bid should be as per format in this document signed by authorized

signatory with seal of the company. The rate/amounts revealed should not contain

overwriting and should be properly tapped. Attested copies of the valid Registration of

the Firm/Company, License, Certificates, PANNo.etc . Satisfactory performance

certificate issued by the concerned organisations where such type of work/jobs has been

performed earlier shall also be enclosed.

The tenderers who are constituents of firm, company must forward attested

copies of the constitution of their concern, partnership deed and power of

attorney with their tender. Tender documents in such cases are to be signed by

such person/s as may be legally competent to sign them on behalf of the firm;

company.

The Srinagar Municipal Corporation will not be bound by any power of attorney

granted by the tenderer/s or by changes in the composition of the firms made

subsequent to the execution of the contract. The SMC may however, recognize

such power of attorney and change after obtaining proper legal advice, cost of

which will be chargeable to the bidder.

The cancellation of any documents such as power of attorney, partnership deed

etc. shall be communicated to the Srinagar Municipal Corporation in writing,

failing which the Srinagar Municipal Corporation shall have not responsibility or

liability for any action taken on the strength of said documents.

5 . C o s t o f B i d d i n g

All the cost and expenses incidental to preparation and submission of the proposal,

discussion, presentation etc. shall be to the account of the tenderer/bidder and the



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Srinagar Municipal Corporation shall not be responsible in any way whatsoever and

shall bear no liability whatsoever, on such cost and expenses, regardless of the conduct

or outcome of the pre-qualification process.

6 . Clarification of the Tender Document/ Amendments to RFP

Prospective tenderer requiring any clarification of the tender document may notify the

Srinagar Municipal Corporation in writing at the mailing address of the Corporation

indicated above. The Srinagar Municipal Corporation will respond through e-mail to any

request for clarification of the Tender Document, received not later than 5 days prior to

the last date for the receipt of the bids prescribed by the Srinagar Municipal Corporation.

At any time prior to the deadline of submission of Proposal, SMC may amend the RFP

by issuing suitable corrigendum. Any corrigendum issued in this regard shall be

uploaded on SMC website (www.smcsite.org) to give reasonable time to the bidders, so

that they can take corrigendum into account in preparing their proposals, the SMC may

extend, if necessary the deadline for submission of proposals.

7 . L a n g u a g e o f P r o p o s a l

The proposal and all correspondence and documents related to the proposal

exchanged by the bidder and the Srinagar Municipal Corporation should be in

English. Supporting documents and printed literature furnished by the

bidder/tenderer may in any language other than English provided they are

accompanied by an accurate translation of the relevant passages in English

language. Supporting material, which is not translated in English, will not be

considered for evaluation.

8. Qualification requirement of the Tenderers

The bidding/tendering is open to all qualified tenderer who fully meet the following

qualifications:-

5. The Bidder/Tenderer should be a company/firm registered in India from last

more than 5 years’. (Here the company/firm includes registered company,

partnership firm, a proprietary concern )

6. The tenderer/bidder should be well versed in Web Technologies and should

provide satisfactory evidence, acceptable to the Srinagar Municipal Corporation

to show that they have efficient technology adequate capability, technical know-

how and experience of design development of website/software &

implementation. For which he is required to submit detailed report of similar

work done and proofs.

7. The tenderer should have adequate financial stability and status to meet the

obligations under the contract. For which the tenderer should have a total



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contract amount received during the last three years (i.e current and previous two

years) as per turnout/balance sheet at least minimum 150% of the cost offered for

this work. It should be backed by Income tax clearance certificate to ascertain

that the work has been done and payment made. The balance sheet should be

certified by qualified/registered Chartered Accountant to ascertain the financial

statement of the bidder.

8. The Bidder should have experience of running at least two websites and two Web

applications with complete SDLC in last 4 years (i.e. current year and three

previous financial years) and is ISO 9001:2000 or CMM level 3 or above

certification or BS 7799 IT Security Standards Certified.

Prospective tender/s may contact Informatics Officer, Srinagar Municipal

Corporation in person in his office or on mobile No. 09419005115 or through e-mail

([email protected]) for obtaining further clarification, if required. The tenderer/s are

advised to submit all the documents in one go with the offer at the same time.

9. Period of validity of Bids

1. Bids shall remain valid for 180 days after the opening of the Technical Bids. A

bid valid for a shorter period may be rejected by the Srinagar Municipal

Corporation as non-responsive.

2. In exceptional circumstances, the Srinagar Municipal Corporation may solicit the

Tenderer’s consent to an extension of the period of validity. The request and the

responses thereto shall be made in writing (or by email or fax). The validity of

Bid security provided shall also be suitably extended. A tenderer may refuse the

request without forfeiting its bid security. A tenderer granting the request not be

required nor permitted to modify its Technical or Commercial bid.

3. The bid shall contain no interlineations, erasures or overwriting except as

necessary to correct errors made by the Tenderers, in which case such corrections

shall be initialled by the person or persons signing the bid.

4. When deemed necessary, the Srinagar Municipal Corporation may seek

clarifications on any aspect from the tenderer. However, that would not entitle

the Tenderer to change or cause any change in the substance of the tender

submitted or price quoted. The Srinagar Municipal Corporation, may if so

desired, ask the tenderer to give presentation/online/live sample demonstration

on short notice (week’s time) for the purpose of clarification of the tender. All

expenses for this purpose, as also for the preparation of documents and other

meetings shall be borne by the tenderers.

5. The authority for acceptance of tender rests with the competent authority of the

Srinagar Municipal Corporation. According the tenderer/s may please note that

Srinagar Municipal Corporation reserve right to either accept or reject any bid/s

without assigning any reason whatsoever and the tenderer/s shall have no claim

on this account. The competent authority also reserves the right to accept the



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tender in whole or in part or to divide the tender amongst more than one tender, if

deems necessary.

6. The tenderer/bidder shall submit an analysis of rates if called upon to do so.

10. Warranty, Operation and Maintenance :

1. The website and Online Grievance redressal system developed/implemented

shall be under warranty for a period of one year for the running and operation

of each of the module containing in it on any browser, platform or with use of

Mobile app. Data update if required, allied related services as well

maintenance to keep away from any errors/faults etc. Dependencies due to

co-hosting location are excluded.

2. Bidder shall suggest the configuration and the number of computers and other

hardware and software for archival and retrieval of digitized data, including

backup.

3. To ensure that all the stakeholders discharge their role and responsibilities in

an agreed manner to achieve the common goal. The successful

tenderer/bidder shall be required to execute an agreement with the Srinagar

Municipal Corporation acting through Joint Commissioner (Adm.) Srinagar

Municipal Corporation for carrying out the work as per agreed conditions

11. Payment terms:

No payment shall be made in advance nor any loan from any bank or

financial institution recommended on the basis of the order of award of work.

Payment for (Revamp, re-design of the existing official website of Srinagar

Municipal Corporation (SMC) at URL http://www.smcsite.org) with

simultaneous redevelopment & development to form a comprehensive Web

Content Management System (WCMS) based website and Design,

Development, Testing, Implementation & Maintenance of online

GRIEVANCE REDRESSAL SYSTEM that must be cross browser and

cross platform/Mobile Appl. Accessible) work done under the contract shall

be made as per following terms :

i. 80% on final commissioning of the website and online Grievance

redressal system after acceptance by Srinagar Municipal Corporation.

ii. 20% on completion of one year from the date of final commissioning.

iii. Maintenance cost for website and online Grievance redressal system

shall be paid on respective completion of 1 year warranty for 2nd

year

and subsequently on 3rd

year.

1. The bidder shall be responsible for liabilities of all kind including local and

other taxes.



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2. Payment will be made by Srinagar Municipal Corporation to the agency in

accordance to the work order on submission of bills in triplicate.

3. Further all payments shall be made subject to deduction of Taxes.

12. Completion Period

1. Time is the essence of contract; accordingly the entire work is required to be

completed in all respects within a period of 3 months from the date of issuing

of work order.

2. The successful tenderer/bidder will be required to maintain speed and

required progress to the satisfaction of the Srinagar Municipal Corporation to

ensure that the wok will be completed in all respects within the stipulated

period. For which the progress monitoring shall be required to be set up and

progress report of the work done every week as well as programme of the

work to be done in the next week of the proceeding period shall be informed

in time. The programme shall be followed as per the project plan and subject

to alternation or modification at the direction of the Informatics Officer and

his team associated with this job.

3. In case the successful tenderer/bidder fails to execute and complete the work

within the time specified in the agreement or within the period of reasonable

extension granted by the accepting authority, a penalty may be lived except in

the case where the delay is purely on the part of Srinagar Municipal

Corporation. In this regard the decision of the Commissioner, Srinagar

Municipal Corporation would be final.

Training : For smooth operation of the website and online Grievance redressal

system all the identified staff in the respective departments/sections shall be

imparted proper training during the implementation period by the successful

tenderer/bidder without any extra cost.

Copyright and Trademarks :Successful Bidder/Tenderer will hand over all the

software and graphics to Srinagar for the purpose of copyright and intellectual

ownership. On the bottom of every webpage information regarding copyright

should display. Besides, the software.

Deliverables : Successful Bidder/Tenderer has to handover the Source Code,

Patches, Releases (if any), Application Software& databases. All contents used in

the designing of the Website along with Technical documents, project plan,

Implementation plan, maintenance plan, SRS, User Manual, Functional Manual,

installation guide, Procedural manual and set-rule book settled for attempting,

completing of process within set frame time for each procedures to be followed

by the system users and any other if required.


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13. Other terms and conditions:

1. The bidders are requested to quote their lowest rates for the work mentioned

herein this document. The rates so quoted should be all inclusive

(software/manpower).

2. The participating bidders will be required to give a live demonstration. If the

bidder is already doing the developing/redesigning of website work and other

software in any Government department or in any reputed private firm, name,

address and telephone number of the same may be mentioned..

3. The bidder shall have to arrange its entire staff. SMC will neither bear any

expenses nor accept responsibility for the same and there would be no relationship

between the SMC and the staff of the bidder excepts involvement in project

development and implementation.

4. The SMC reserves right to deny entry to any staff member of the bidder, if so

deemed appropriate.

5. The SMC will provide the documents, pictures etc. as required to be placed on the

website to the authorised representative of the bidder on day to day basis under

proper receipt.

6. All the documents/files handed over to the bidder shall be kept in proper

conditions and no document is soiled/lost/misplaced/damaged.

7. Complete secrecy and confidentiality is required to be maintained by the bidder

and his employees.

8. The Bidder should abide by the terms and conditions specified in the tender

documents. If bidders submit conditional offers, they shall be liable for outright

rejections.

9. Bidders are not allowed to subcontract in any manner.

Arbitration

In the event of any dispute arising amongst the parties, the parties agrees to use their

best efforts to attempt to resolve all dispute in prompt, equitable and good faith. In

the event the parties are unable to so, then such dispute shall be finally resolved by

arbitration. The Commissioner/Secretary to Government, Housing & Urban

Development Department shall be Arbitrator.

Legal Jurisdiction

The parties hereby irrevocably consent to the sole jurisdiction of the Court of

Srinagar in connection with any action or proceedings arising out or in relation to

this agreement.


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14. Evaluation Methodology

SMC shall evaluate and compare the bids determined to be substantially responsive.

Each bid will be evaluated using the criteria and process outlined below.

The Technical and Commercial evaluation of Bids shall be carried out by the SMC,

only those commercial bids who qualify in the technical evaluation shall be

considered.

Evaluation of Bids

The Bidding process shall be a two stage process. Prior to the detailed evaluation of

the Technical Bids, SMC shall determine whether each is

i. Complete.

ii. Is accompanied by the required information and documents and

iii. Is substantially responsive to the requirements set forth in the tender document.

A substantially responsive bid is one, which conforms to the requirements, terms,

conditions and specifications of the Tender. SMC evaluation in this regards shall be

final and binding on all bidders.

The participating bidders would be required to make presentations to the Tender

Evaluation Committee. The presentation will broadly cover the following criteria for

evaluations:-

S.No Particulars Points

1. Organization Financial Capacity

As per Qualification requirement No. 3.

15Points

2. Experience for development of websites and

software for other organization

As per Qualification requirement No. 2

15Points

3. Local Office at Srinagar for easy

communication with project Manager and

delivery of project (Module By Module)

10Points

4. Existing Design and Developed projects

Overall design, look and feel, page layouts,

navigations, user friendliness, browser

compatibility, database design, content

management tools, administrative tools of the

Website.

20 Points


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Design and other details of the web-enabled

software.

As per Qualification requirement No. 4

6. Proposed Design and Development

Proposed Methodology and technology

platform maintenance and support methods

Website

Online Public Grievance System

20 Points

7. Prototype development :

Website :Overall design, look and feel, page

layouts, navigations, user-friendliness,

browser compatibility, payment gateway

features etc.

SDLC for online Public Grievance System

20 Marks

Technical bid and presentations examination/evaluation covering scoring not less than

65% of the total points will only be considered for financial evaluation.

If deemed necessary, SMC in its sole discretion to make required variations in the cut off

points for technical evaluation including criteria for technical evaluation.

Based on the results of the Tender Evaluation Committee, SMC shall then proceed to

open and evaluate the Financial Bid of those bidders who qualify in the Technical

evaluation. The financial evaluation will take into account the information supplied by

the Bidders in the Commercial Bid, and the same shall be evaluated in accordance with

evaluation criteria specified in the tender document.

The score of technical and financial have weightage in proportion of 70:30 to select the

successful bidder.

The Tender Evaluation Committee may choose to conduit technical negotiation or

discussion with any or all the Bidders. The decision of the Tender Evaluation Committee

in the evaluation of Technical and Commercial bids shall be final and binding on all the

parties.


15 | P a g e

Annexure -1

F O R A M T F O R T E N C H I C A L A N D F I N A N C I A L B I D S

TECHNICAL BID TENDER PROFORMA

1. Name of the Work

Tender Notice No & Date

Page

No.

2. Name and Address of the

Organisation

Municipal

Corporation, Srinagar

-

3. Name & Address of Bidder -

4. Registered Office Address

5. Local Office Address

6. Phone Nos, Mobile , Fax, e-mail

and website.

7. Address for communication

during the execution of Project.

8. Name of Contact Person(s) with

Contact Numbers, emails

9. Participating Bidder

Company

Firm

As per Qualification requirement

No. 1

9. Experience in the line of design

and development of website/portal

( it should be supported by

necessary documentary evidence)

The details should be provided as

per terms stipulated for technical

qualification in bid document

As per Qualification Requirement

No. 2

10 Financial separate sheet is to be

enclosed indicating Turnover,

profitability for last 3 years. And

should be backed by Income tax

clearance certificate with The data

should be supported by

qualified/registered Chartered

Accountants. As per Qualification

requirement No. 3 .

11. As per Qualification requirement


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No. 4

11. Proposed methodology and

technology, SDLC, design,

development as per Specifications

and scope of work.

As per terms

mentioned in the bid

document

12. Prototype development

Overall design, look and feel, page

layout, navigation, user

friendliness, Browser/Mobile

compatibility,

Online Grievance System Mobile

App, Software SDLC. Etc,

As per terms

mentioned in the bid

document

I/We declare that I/We have examined the terms and conditions mentioned in the Bid

documents and accordingly agree and accept the same for tender/bid filling.

Seal of the firm/Company Signature of the Authorised Representative

of Bidder/Tenderer.

Date

The above tender cum bid format should be typed on the official letter head of the

bidder.. List of enclosures should be attached with bid form.


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Annexure -2

A b o u t t h e C o m p a n y

Description Details (Please attach documents where

relevant) and mention page Nos.

1. General Company Profile

2. Name of the Bidder/Tenderer

3. Year of establishment

4. Address of Corporate Office/

Other offices in major cities of

India.

5. Core Business

6. Other Business

7. Total No. of Core Technical Staff

8. Address of Local office in

Srinagar, J&K and covered area.

9. Web services

Year of starting web

services

Core Competence in :

Web services

Web hosting and

maintenance

Database content

management

Web application design,

development.

10. Specify Methodology &profile of

team identified for managing

SMC website/Portal & Online

Grievance redressal system.

11. Details of sites & web

applications developed and

managed currently.

Name and contact of organisation

whose sites are being currently

managed

Their

URLs

Volume of data


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Frequency of update

Details of files/data transfer

Number of hits per day

Whether site supports the annual

maintenance option.

12. Successfully executed similar

work project details.

Word orders etc.

Name and contact details

Type of work done

Execution duration

Man power allocated

13. Technical details : in case you

need third party software or

tool/licenses

14. Details of prior work done with


To be filled in case any

tender/job work done for SMC

With full details.

15. Any Other details


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Annexure -3

P r o j e c t s c h e d u l e t i m e l i n e a s p e r t h e c o m p l e t i o n p e r i o d s p e c i f i e d

i n t h e T e n d e r d o c u m e n t .

Project timeline for comprehensive WCMS website as per completion period specified in

the tender document

S.No Activity Start End Remarks

1. Projection Initiation

Complete study, submission of

Draft design of website and

Preparation of Sample Layout

2. Finalization of Home Page

Theme, colour and design etc.

3. Website functionality

4. Approval of functionalities

5. Web Content Management

System

6. Web guidelines audit

7. Security Audit & Submission

8. Website upload-Publish

9. Maintenance of Web.

Project time line for complete SDLC of online grievance redressal system as per

completion period specified in the Tender document.

S.No Activity Start End Remarks


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Annexure -4

Format of Financial Bid

(To be filled on the letter head of bidder)

Commissioner,


Subject: Financial Bid

Sir,

With reference to tender document for ____________________________________

We submit our commercial bid as under:-

S.No Description Price per unit No. of units

quoted

Total Amount

One time revamp, re-design, re-develop & development Charges

1. Sample Layout/Theme/ Templates

Menu Structure including graphics

2. Home page designing with 100%

screen design pattern includes

dynamic database links

3. Inner and static page charges ( a

fresh)

4. Inner and static page charges (

partly/partially

improved/developed)

By around 25%

By around 50%

By around 75%

5. Inner Dynamic page (a fresh)

6. Inner and Dynamic page charges (

partly/partially

improved/developed)

By around 25%

By around 50%

By around 75%

9. Third Party component used if any

(Payment Gate way, web search

component etc.)

Other charges for next years

11. AMC for 1st. year, 2

nd and 3

rd years

after warranty of one year.

%

One time design, development & Implementation charges

12. Online Grievance Redressal

System (module-wise)


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Note : This cost is inclusive of travel, loading, boarding, out of pocket expenses and any

tax liability of bidder etc.

I/we hereby submit our financial bid of Rs. __________________ (Rupees

____________________) .

Offer price is inclusive of all not specifically mentioned in the specification but for all

accepted Draft design of website, Online Grievance by the Srinagar Municipal

Corporation after award of contract and for successful running of the website & web-

application.

I/We agree to keep this offer valid for 180 days from the Bid opening date. We shall also

agreeable to extent the validity of the bid, if so desired by the SMC.

I/We agree and undertake to abide by all the terms and conditions of the bid document.

In witness thereof, I/We submit this bid under and in accordance with the terms of the

tender document.

Yours faithfully,

Signature of the authorised signatory

Name and Designation of the authorised signatory

Name and seal of Bidder/Lead Firm


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Annexure -5

TO

Commissioner,

Srinagar Municipal Corporation.

Subject : Earnest Money

I/We the bidder participating in this work Tender have already deposit

Rs_____________________ earnest money vide

___________________dated_______________.

I/We agree that the aforesaid amount deposited as earnest money by

me/us shall be available for forfeiture if I/We fail to keep the offer open for the period

specified therein.

Authorised signatory of the firm with stamp

Name and Designation of the authorised signatory

Name and seal of Bidder/Lead Firm


23 | P a g e

( S c o p e o f t h e W o r k / R e q u i r e m e n t ) T e c h n i c a l O b j e c t i v e s o f

t h e : -

D y n a m i c & C o m p r e h e n s i v e ( W e b C o n t e n t M a n a g e m e n t

S y s t e m ) b a s e d w e b s i t e

The existed website of Srinagar Municipal Corporation that was designed/developed on

the selected template/theme is running since last several years and is apparent at URL:

https://www.smcsite.org having its current contents resolved as per the then logic,

navigation made equally to present an appealing website/portal. This website has also an

inbuilt Content Management System conceptualized to allow update data/information in

specified range of the then need. The Technical Platform and development Environment

of the site is Operating on the Windows having Database- My SQl, Application

development platform- PHP, .Net, Designing Tools- Flash, Scripting Language - HTML,

XML, Java script cross browser compatibility. The site displays English contents, which

are in code format using both Static and dynamic pages. But having considered

periodical revamp/redesign of the existing website to keep up with evolving technologies

and design conventions and have on SMC root the Comprehensive Grievance Redressal

System as well, the Srinagar Municipal Corporation intended to follow the following

three Municipal Corporation website:

1. Municipal Corporation Surat

2. Municipal Corporation Pune

3. Municipal Corporation, Bangloor

Accordingly the participating tenderer/bidder shall have:-

To study in detail the existed website, Functional Organisation “Srinagar Municipal

Corporation” andhas to proceed for GAP Analysis to finalize necessary revamping by

necessary write-up and ideas as well as add in new contents that are comparable found

necessary with respect to the current logic and process flow with the above mentioned

Municipal Corporations.

Thereby the scope is to revamp, re-design of existing web site of Srinagar with

simultaneous re-development and development of additional components of use for the

additional content dissemination by bringing out Template/theme, menu structure

including graphics to design the home page with 100% screen design pattern includes

dynamic database links in order to have the design frame work and architecture for the

proposed website/ portal formed a fresh.

To have the technology platform/development environment :

Operating System Windows

Database My-SQL/SQL/Oracle

Application development Platform ASP.Net Framework work.

Designing Tools Flash

https://www.smcsite.org/


24 | P a g e

Scripting Language HTML,XMLJavascript

Browser Cross Browser compatibility

Platform Cross platform accessibility.

Language of the Site English

The content to be arranged as static and

database.

Bringing at par Migration to .Net Framework

Coding and WCMS integration

Template modification and development

Navigation resolutions

Load time, asset naming and hyperlink resolutions

Design and features recommendations

The website should be interactive and user friendly with special emphasis on the design

and functionality in relation to above three mentioned website of Municipal

Corporations

The site design must be cross-browser and cross-OS compatible up to the most recent

browser/ OS. Support for three platforms: Desktop/Notebook/Tablet and mobile form

factors will be required.

The website will be based on a Web Content Management System. Facility to update

content by multiple users from anywhere through browser based administrative module

using WYSIWIG editing tools allowing non-technical user to create and edit content.

The WCMS software shall be able to include plug-ins or modules that can be easily

installed to extend the site’s functionality. WCMS system should support user Groups,

allowing the administrator to control flow registered users interact with the site. A page

on the site can be restricted to one or more groups. The WCMS site shall be able to

create microsites/web portals within a main site as well. WCMS software shall act as a

collaboration platform allowing content to be retrieved and worked on by one or many

authorised users. Changes can be tracked and authorized for publication or ignored

reverting to old versions. It shall allow multiple users to modify (or comment) a page at

the same time in a collaboration session. WCMS should allow administrator to set up

rules for workflow management, guiding content mangers through a series of steps

required for each of their task. Admin section must be protected through username and

password and using salted MD 5 encryption. At database level password should be

stored in encrypted format. After consecutive wrong attempts the password should be

sent to administrator through email.

To have an online payment gateway system/module.

To have dynamic News/Events/Tender Notifications etc. management system.

To have dynamic photo gallery/video System.

Approval process – Ability to create a new page with formatted content, sent it for

approval and publish it on the site after approval.


25 | P a g e

Database Management : Ability to create a new database and user interface to display

dynamic contents from the database.

User Management : Ability to create users, Departments/sections and define permission

for approval within a section.

Menu Management : Ability to add, Move, delete, modify menus on the site.

Programming and Database Features

o Unlimited ____ database with .Net Admin access

o Programming Language CGI, Fast CGI, PHP, Perl, Python SSI

o Programming Modules : Curl, CPAN, GD Library Image Magic

Control Panel Features

o Latest cPanel Control Panel

o Website Statistics AWStats, Webalizer Raw log Manger Referrer and Error logs

o Portals Forum counters form mail

o Password protected Directories and Custom Error Pages

o Web Base File Manger Hotlink Protection

Managed through a special integrated package apparent on click.

Security

o The website should allow secured socket layer. The website shall be security

audited accreting to OWASP application security verification standard.

Maintenance of the Website and de-bugging

o The successful tenderer/bidder has to do maintenance of the Website for

warranty period of one year from the date of commissioning of the website,

which will include de-bugging of the website on their own as well as and when

reported. This maintenance will be considered part of the implementation

process. On successful completion of the one year period, the Tenderer/bidder

may be awarded the Annual maintenance Contract for the website on payment

basis, for which, the tenderer/bidder is expected to quote the rates separately in

the Financial Bid.

Scalability

o The website shall be capable of incorporation the ERP, Other web Applications

etc.

Access to Visually Impaired

o The contents of the website should be readable using any Screen access Reader

software to the visually impaired users.


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Should have bilingual with both Unicode “Urdu and English” for future culture.

Training

o As mentioned above.

Documentation

o Complete documentation on the WCMS web site- User Manual and Technical

Manual has to be provided as mentioned above.

To present an appealing and optimized website.

The scope of work given in this document is to address the needs of Srinagar Municipal

Corporation... These are the bottom line needs but would deem to have included all such

functionalities/criteria in detail in the proposal submitted by the participating

bidder/Tenderer. It shall be responsibility of the bidder to make a complete study for

revamp of the existing website to make appropriate write-ups, re-design, design, re-

develop, and develop the web and software with its implementation with proper

documentation.

C o m p r e h e n s i v e O n l i n e P u b l i c G r i e v a n c e R e d r e s a a l S y s t e m

SCO PE O F WO RK : -

The SRINAGAR MUNICIPAL CORPORATION is desirous to develop the Online

Public Grievance Redressal System for public convenience and have an IVR customized

with it, to lodge a complaint and or to have known the status/track of the Complaints

already lodged to the caller.

This IVR should be flexible to be useful to respond to the inquiries of any other system that

are developed like Online Public Grievance Redressal System in order to have the status/track

of the case being processed know to the caller.

This Helpdesk/Call Centre shall handle manual information facilitation through

operators/Officials to have made information to the callers or interacting persons responded

with the knowledge they have or with retrieval of information from other existing system in

use for the objects.

Thus the aim of the SMC is to have Helpdesk and the Complaint Grievance Management

System in place to provide masses:-

1. Direct contact to the SMC Call Centre for inquiry to know the Complaint status /track

already registered.

2. Direct contact to the SMC Call Centre to have information facilitation or for inquiry to

known the status/track of the case file.

The citizen can use any communication mode/ grievances filling as-13

1. Citizen lodging the complaint directly into the portal by the citizen is forwarded to


27 | P a g e

concerned entity for further processing.

2. Citizen lodging the complaint by Phone call is entered through operator and forwarded to

concerned entity for further processing.

3. Citizen lodging the complaint to IVR which is subsequently gets auto-entered by IVR into

the portal and then being forwarded to concerned entity.

4. Citizen come directly to SMC and lodging the complaint via manual mode (i.e; on paper)

which is subsequently entered by operator into the portal and then forwarded to concerned

entity.

5. Citizen lodging the complaint through Mobile App which subsequently gets auto-entered

into the portal and then forwarded to the concerned entity.

6. Citizen can send complaint via email as well which is subsequently gets auto-entered into

the portal and then Forward by the entities.

7. To organise and provide centralised help desk for providing guidance / information to

citizens on various categories of information which include services offered, procedures,

abstract information and tracking status etc.

8. To set up a single access point to reply to the citizen queries received through any of the

above communication mode as a call centre and have successful bidder/tenders sufficient

no. of staff for testing phase. However, rollout should be got done successfully through

SMC staff to be trained.

9. To design a system that enables offline and online information facilitation/ dissemination

and public grievance registration in the respective offices/ sections / SMC call centre, the

solution shall have :-

1. To facilitate SMC to have access, monitor and track details of all grievances lodged

by all citizens, along with their disposal status etc.

2. To provide a gateway to citizen to register and track their grievances with status.

3. MIS reports provided to SMC at the press of a button in all aspects of grievance

redressal. The grievance system will act as a centralized database system for all the grievances in the SMC. SMC Complaint Grievance Management System shall allow citizen to approach all the respective Entities through an existing mode of online communication. The system will then allow the Entities to process and feedback to the complaint through SMC Complaint Grievance Management System repository on regular basis. SMC Complaint Grievance Management System will allow the citizen to view and escalate the grievances through online access and directly report to SMC Grievance Cell/Call Centre and other users.

The main components of Complaint Grievance Management System are:

Complaint Registration: Complaint registration enables the Citizen to register

complaints against registered services/Functionalities. Citizen can lodge the complaints

directly into the portal, or through above mentioned modes required IVR software to be

integrated with required customization.

Process & Update Grievance: All the Entities will receive complaints lodged by the


28 | P a g e

citizen online, process the complaints and will update the status of the complaints on

Complaint Grievance Management System with the time frame set with specified rules.

Status management: The Status Management component contains a list of status that is

relevant to a complaint in the Complaint Grievance Management System. The complaint

status will change dynamically both on trigger of a manual process or an automated

process.

Reporting and MIS: The system should allow generating MIS reports on a real time

basis and have flexible &comprehensive reporting mechanism.

1. S e a r c h i n g & extraction of information based on any criteria can be located and

extracted using pre-defined or fresh queries.

2. Customizable reporting. Exporting of reports in various standard formats such as

Excel, PDF, Text should be possible.

Configuration Management: Configuration management will enable configuring

master activities that helps the users to define the parameters for all the modules of the

SMC Complaint Grievance Management System. Configuration includes Service,

Department, Corporation Hierarchy, set escalation days, Complaint closure settings, etc.

Role Management: will enable user to use application as per their role/credentials

assigned (i.e; Administrator user, Super user, Operator user, Officer user, citizen user

etc) and should have complete user management and security setting modules.

A p p l i c a t i o n p r e v e n t i v e s u p p o r t s s u c h a s :

1. Schedule preventive maintenance of equipment

2. Virus scans and Anti-virus updates (virus prevention, anti-virus updating and

distribution).Regular Backups (Onsite and Offsite backup planning)

3. Security policy creation &monitoring (Local Network Security, Application Level

Security, OS Level Security, Physical Security)

O p en -E n ded & F lexible So ftw are :

1. The system software shall be open, modular and structured. Successful bidder

shall develop the software using Standard software packages.

2. The solution should provide open Interfaces (API’s).Solution should be able to

integrate with any other third party applications.

3. Thedesignofthesoftwareshallbesuchthatthesystemiseasytohandleboth during

installation and normal operations. The functional modularity of the software

shall permit introduction of changes wherever necessary with least impact on

other modules. The application portal should follow the GIGW compliance

defined by GoI.

4. It shall be open ended to allow addition of new feature.


29 | P a g e

Process F low of Exist ing System: -

The successful bidder should study the existing system of “SMC grievance monitoring and redressal system and shall submit the document of the proposed solution.

1. All the grievances received in S M C through various channels, are processed by

respective Department.

2. Such grievance letters are initially received by different section in SMC ,which after

preliminary study, are marked to concerned department.

6. Concerned department takes necessary action and respond back to the complaints.

P ro p o sed F lo w o f New Syst em : -

The new system is expected to address the short coming of the existing system with

an integrated system to handle both information facilitation needs of the citizen and

redressal of public grievances in accordance to appropriate set of rules to be fully

atomized .Online Public Grievance Redressal System will be used by the citizens -

A Call centre

Grievances redressal mechanism

Security:-

The system should be able to provide a critical security against unauthorized access.\

a) All functions and data files should be protected. The administrator should be able to

control access by assigning security privileges to agents/users. The security codes should

grant access according to assigned security levels.

b) Before entering into system, each user/agent should enter a valid user ID/ biometric/

proximity card and password. Once validated, the user/agent should be granted access to

only those functions permitted within the prescribed security level.

c) The systems shall provide for fool proof password management system clearly defining

the users/agents and their functions & access rights such a super user, departmental staffs

,project manager, operator, technical staff etc.

d) The system should support the setting of an automatic threshold(number of attempts

within a specific time period) for access to system management ports. If this threshold is


30 | P a g e

exceeded the system must automatically disablethe login.

e) The system should keep all the Audit log of user/agent actions and should present reports

of the changes made by individual users.

f) Login schemes of agent and users(type of user and privileges) will be finalized with the

approval of SMC. All logins & logouts should be monitored & reported. Agents should

be able to logon from any desk within the back office centre.

Consolidated Role Based Dashboard:

The application should support a common dashboard where officers can be login and

check the status of the grievances which are addressed within their jurisdiction. Whenever

officer’s login to the system they should be able to see Public Grievance status in a single

window.

Server specification of Co-Hosting:

Post award of contract to the successful bidder, the bidder shall submit the hardware and

software specification of co-hosting agencies. The sizing of the required hardware and

software should be optimized and in any case should not be over-sized.