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RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)

RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018

RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA

(Volume-I)

RFP Reference No.: Plng/2018/IF-152/202

Date of Publication: 22/01/2018

Bid Fee: INR 20,000 only (INR Twenty Thousand Only)

RFP Issuing Authority: Officer on Special Duty

Greater Noida Industrial Development Authority

Plot No. 01, Knowledge Park-04, Greater Noida

Gautam Budh Nagar, Uttar Pradesh 201308

Ph: 0120 233-6007, 6016

Fax: 0120 233-6002, 233-6006

e-Mail: [email protected], [email protected]

RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)


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Table of Contents

DISCLAIMER............................................................................................................................................. 7

Abbreviations and Definitions ................................................................................................................ 8

Invitation of e-Bids and Notice Inviting e-Bids (NIB)............................................................................. 10

1.0 Introduction ............................................................................................................................. 13

1.1 About Greater Noida Industrial Development Authority (GNIDA) ................................. 13

1.2 Organizational Structure of GNIDA ................................................................................. 13

1.3 GNIDA Divisions (Departments) ...................................................................................... 14

1.4 Key GNIDA Functions ...................................................................................................... 18

1.5 Existing IT Landscape of GNIDA ....................................................................................... 22

2.0 Functional Requirements Specifications .................................................................................. 27

2.1 ERP System for GNIDA ..................................................................................................... 27

2.1.1 Common Functional Requirements Specifications (FRS) .................................................... 34

2.1.2 FRS – Planning Division ........................................................................................................ 43

2.1.3 FRS – Land Division .............................................................................................................. 45

2.1.4 FRS – Property (Builders, Commercial, IT, Residential, Group Housing, Industry etc.) ....... 46

2.1.5 FRS – Projects Division (including Tender Cell) ................................................................... 48

2.1.6 FRS – Urban Services Division ............................................................................................. 49

2.1.7 FRS – Finance Division ......................................................................................................... 50

2.1.8 FRS – Human Resources Division ........................................................................................ 52

2.1.9 FRS – Marketing Division ..................................................................................................... 53

2.1.10 FRS – Systems Division ...................................................................................................... 53

2.1.11 FRS – Assets (Purchase/Store) Division ............................................................................. 54

2.1.12 FRS – Health Division ......................................................................................................... 55

2.1.13 FRS – Horticulture Division ................................................................................................ 56

2.1.14 FRS – Law Division ............................................................................................................. 57

2.1.15 FRS – RTI Cell ..................................................................................................................... 58

3.0 Process Documentation ........................................................................................................... 60

3.1 Overview - Planning Division ........................................................................................... 60

3.1.1 Formulation of Annual & Quarterly Action Plans ........................................................... 62

3.1.2 Formulation of Master Plan ............................................................................................ 62

3.1.3 Identification & selection of land for acquisition ............................................................ 64

3.1.4 Sector Layout Planning .................................................................................................... 65

3.1.5 Registration of Architects ................................................................................................ 67

3.1.6 Building Plan Approval .................................................................................................... 67



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3.1.7 Issuance of Occupancy Certificate .................................................................................. 73

3.1.8 Planning and management of special projects ............................................................... 75

3.1.9 Building Design and Landscaping .................................................................................... 77

3.1.10 Challenges & Expectations .......................................................................................... 78

3.2 Overview - Land Division ................................................................................................. 79

3.2.1 Acquisition of Land from land owners – proposal based ................................................ 81

3.2.2 Acquisition of Land from land owners – direct purchase ............................................... 86

3.2.3 Resumption of land ......................................................................................................... 92

3.2.4 Challenges & Expectations .............................................................................................. 92

3.3 Overview - Property, Institutional, IT, Builders, Commercial, Industry Division ............. 93

3.3.1 Scheme formulation and processing ............................................................................... 94

3.3.2 Registration of property (execution of Lease Deed) ..................................................... 101

3.3.3 Allottee Services ............................................................................................................ 104

3.3.4 Collection of fees/dues ................................................................................................. 110

3.3.5 Challenges & Expectations ............................................................................................ 113

3.4 Overview - Projects Division .......................................................................................... 114

3.4.1 Topographical survey and verification of land .............................................................. 115

3.4.2 Project Development .................................................................................................... 117


3.5 Overview - Urban Services Division ............................................................................... 130

3.5.1 Housekeeping/Maintenance ......................................................................................... 132

3.5.2 Encroachment Removal ................................................................................................ 136

3.5.3 Advertising/ Bill-boards ................................................................................................. 137

3.5.4 Security Management ................................................................................................... 137


3.6 Overview - Health Division ............................................................................................ 138

3.6.1 Solid Waste Management ............................................................................................. 140

3.6.2 Sweeping and fogging activities .................................................................................... 141

3.6.3 Removal of dead animals and birds .............................................................................. 141

3.6.4 Maintenance of population statistics............................................................................ 142


3.7 Overview - Horticulture Division ................................................................................... 143

3.7.1 Consultation on Layout Plan ......................................................................................... 144

3.7.2 Project Development .................................................................................................... 145

3.7.3 Horticulture Development & Maintenance .................................................................. 147




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3.8 Overview - Finance Division .......................................................................................... 150

3.8.1 Disbursement of payments to external users ............................................................... 151

3.8.2 Scrutiny of files for all divisions ..................................................................................... 153

3.8.3 Payroll Processing ......................................................................................................... 153

3.8.4 Accounting (Processing of P&L, Balance Sheet, Fund Flow Statement) ....................... 153

3.8.5 Formulation of Annual Budget ...................................................................................... 154


3.9 Overview - Human Resources Division ......................................................................... 155

3.9.1 Management of personnel functions ............................................................................ 156

3.9.2 Cadre Development ...................................................................................................... 158

3.9.3 Organization/coordination for Board Meetings ........................................................... 159


3.10 Overview- Marketing Division ....................................................................................... 160

3.10.1 Promotion and sale of services ................................................................................. 161

3.10.2 Customer Relations Cell ............................................................................................ 162

3.10.3 Challenges & Expectations ........................................................................................ 163

3.11 Overview - Assets (Purchase & Store) Division ............................................................. 163

3.11.1 Purchase of consumables & fixed assets .................................................................. 165

3.11.2 Store and fixed asset recording system .................................................................... 167


3.12 Department Overview - Systems Division ..................................................................... 169

3.12.1 Software development ............................................................................................. 171

3.12.2 Issuance of hardware ................................................................................................ 172

3.12.3 Maintenance, upgradation and replacement of hardware & software ................... 175

3.12.4 Renewal of network licenses .................................................................................... 176

3.12.5 Creating and managing data back-up ....................................................................... 177

3.12.6 Grievance redressal .................................................................................................. 178


3.13 Overview - Law Division ................................................................................................ 179

3.13.1 Management of all ongoing court cases ................................................................... 181

3.13.2 Advice on legal matters ............................................................................................ 182


3.14 Overview - RTI Cell ........................................................................................................ 183

3.14.1 Delegation of RTIs ..................................................................................................... 185


3.15 Common Processes ....................................................................................................... 187



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3.15.1 Online Grievance Redressal ...................................................................................... 187

3.15.2 Jansunwai .................................................................................................................. 188

3.15.3 Tender Management ................................................................................................ 190

3.15.4 Contract Management .............................................................................................. 196

3.15.5 Policy formulation ..................................................................................................... 196

3.15.6 Organization/coordination for Meetings .................................................................. 198

4.0 Technical Requirement Specifications ................................................................................... 199

4.1 Implementation of ERP Application .............................................................................. 199

4.2 Design and Development of Web Portal ....................................................................... 199

4.3 System Architecture ...................................................................................................... 200

4.4 Internet and Intranet Enabled ...................................................................................... 204

4.5 User Interface ................................................................................................................ 204

4.6 Workflow Integration Approach ................................................................................... 205

4.7 Integration ..................................................................................................................... 206

4.8 Import/ Export Facility .................................................................................................. 207

4.9 Data Migration .............................................................................................................. 207

4.10 Hosting Services ............................................................................................................ 208

4.11 Online Training and Help Facility .................................................................................. 208

4.12 Installation/ Upgrade/ Enhancement ........................................................................... 209

4.13 Scalability ...................................................................................................................... 209

4.14 Security .......................................................................................................................... 210

4.15 System Control and Audit ............................................................................................. 212

4.16 Data Backup/ Data Archival/ Restore............................................................................ 212

4.17 Database ........................................................................................................................ 213

4.18 Enterprise Management System ................................................................................... 213

4.19 Operations ..................................................................................................................... 214

5.0 Schedule of Services .............................................................................................................. 216

5.1 Business Process Analysis .............................................................................................. 216

5.2 Requirement Study and Preparation of Business Blueprint & Design .......................... 217

5.3 Implementation of ERP Application .............................................................................. 218

5.4 Design and Develop Web Portal ................................................................................... 219

5.5 Integration of ERP Application and Web Portal ............................................................ 219

5.6 Data Migration .............................................................................................................. 220

5.7 Testing of ERP Application and Web Portal .................................................................. 220

5.8 Acceptance Testing ....................................................................................................... 221

5.9 Commissioning of ERP Application and Web Portal ..................................................... 222



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5.9.1 Hosting Requirements: .................................................................................................. 223

5.10 Documentation ............................................................................................................. 223

5.11 Go-live of ERP Application and Web Portal ................................................................... 224

5.12 Training and Capacity Building ...................................................................................... 224

5.13 Warranty ....................................................................................................................... 226

5.14 Annual Maintenance Contract (AMC) ........................................................................... 226

5.1.1 Technical Support .......................................................................................................... 227

5.1.2 Helpdesk Support .......................................................................................................... 227

5.1.3 Business Operation Support .......................................................................................... 229

5.1.4 Change Request ............................................................................................................ 229

5.1.5 Monthly Reporting ........................................................................................................ 230

5.15 Project Management..................................................................................................... 230

5.16 Project Monitoring and Reporting ................................................................................ 231

5.17 Business Continuity Planning ........................................................................................ 232

5.18 Supply of Software/ Licenses ........................................................................................ 232

5.19 Authorization, Security and Access ............................................................................... 232

5.20 Disaster Recovery and Back-up Policy........................................................................... 232

5.21 Knowledge Transfer ...................................................................................................... 233

5.22 General Scope ............................................................................................................... 233

6.0 Service Level Agreement........................................................................................................ 235

6.1 Purpose of this Agreement ........................................................................................... 235

6.2 Escalation Mechanism ................................................................................................... 235

6.3 Service Levels ................................................................................................................ 236

6.4 SLA Supervision ............................................................................................................. 241

6.5 SLA Change Control ....................................................................................................... 242

6.6 SLA Change Process ....................................................................................................... 242

6.7 Version Control ............................................................................................................. 242

6.8 Issue Management Process ........................................................................................... 242

6.9 Issue Escalation Process ................................................................................................ 243

6.10 Risk and Cost Factor ...................................................................................................... 243

6.11 Breach of SLA................................................................................................................. 243

6.12 Exclusions ...................................................................................................................... 244

7.0 Project Schedule .................................................................................................................... 245

Annexure-I: Department-wise User Details and Business Operation Support Staff & Training Requirement Sheet ............................................................................................................................. 246



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DISCLAIMER

This RFP is not an offer by Greater Noida Industrial Development Authority, but an invitation to receive

electronic proposals/ e-bids from interested eligible bidders for selection of System Integrator for the

design, development, implementation and maintenance of ERP Solution for GNIDA.

No contractual obligation whatsoever shall arise from the RFP process unless and until a formal

contract is signed and executed between Greater Noida Industrial Development Authority and the

System Integrator.

This RFP is being issued with no financial commitment and GNIDA reserves the right to withdraw the

RFP and change or vary any part thereof or foreclose the same at any stage.



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Abbreviations and Definitions Table 1: Abbreviations and Definitions

# Abbreviation Explanation/ Definition

1. Application ERP Application for GNIDA

2. BG Bank Guarantee

3. BoM Bill of Material

4. CA Chartered Accountant

5. CMMi Capability Maturity Model Integration

6. CMS Content Management System

7. COTS Commercial Off The Shelf

8. CSP Cloud Service Provider

9. CV Curriculum Vitae

10. Day “Day” means calendar day

11. DMS Document Management System

12. EA Enterprise Architecture

13. EMD Earnest Money Deposit

14. EMR Electromagnetic Field Radiation

15. EMS Enterprise Management System

16. ERP Enterprise Resource Planning

17. eSAFE eGovernance Security Assurance Framework

18. External Users

Any user except GNIDA officers and staff i.e. Allotees, Builders, Developers, Farmers, Residents etc.

19. FAQ Frequently Asked Question

20. FBG Financial Bank Guarantee

21. GIGW Guidelines for Indian Government Websites

22. GNIDA Greater Noida Industrial Development Authority

23. GoI Government of India

24. GR Gross Revenue

25. GST Goods and Services Tax

26. GUI Graphical User Interface

27. HQ Headquarter

28. ICT Information and Communication Technology

29. IEEE Institute of Electrical and Electronics Engineers

30. INR Indian National Rupee

31. Internal Users

GNIDA officers and staff



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32. ISO International Organisation for Standardisation

33. IT Information Technology

34. ITeS Information Technology enabled Services

35. LAN Local Area Network

36. LD Liquidated Damages

37. LoA Letter of Acceptance

38. LoI Letter of Intent

39. MAF Manufacture’s Authorization Form

40. MeitY Ministry of Electronics and Information Technology, Government of India.

41. MIS Management Information System

42. OEM Original Equipment Manufacturer

43. OGPL Open Government Platform

44. O&M Operations and Maintenance

45. OWASP Open Web Application Security Project

46. PBG Performance Bank Guarantee

47. PoA Power of Attorney

48. PSU Public Sector Undertaking

49. QCBS Quality cum Cost Based Selection

50. REST Representational State Transfer

51. RFP Request for Proposal

52. SDLC Software Development Life Cycle

53. SDS Software Design Specifications

54. SI System Integrator

55. SLA Service Level Agreement

56. SOA Service Oriented Architecture

57. SOAP Simple Object Access Protocol

58. Solution ERP Application and Web Portal for GNIDA

59. SRS Software Requirement Specifications

60. SSL Secure Socket Layer

61. System ERP Application and Web Portal for GNIDA

62. TLS Transport Layer Security

63. UAT User Acceptance Testing

64. WAN Wide Area Network

65. WPF Wireless Planning Finance

66. XINS XML Interface for Network Services



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Invitation of e-Bids and Notice Inviting e-Bids (NIB)

1. Greater Noida Industrial Development Authority invites electronic bid (e-Bid) proposals

from reputed, competent and professional Information Technology (IT) Firms, who meet

the minimum eligibility criteria and successfully qualifies on technical evaluation

parameters as specified in this RFP document, for the Design, Development,

Implementation and Maintenance of ERP Solution for GNIDA.

2. A “single stage - two envelope” procedure shall be adopted for the selection of a SI. A

bidder would be selected on the basis of QCBS method wherein a bidder with highest

composite score would be selected for the implementation of the project.

3. Bidder (authorised signatory) shall submit both technical and financial proposals in

electronic formats (e-bids) online at “https://etender.up.nic.in”, and shall pay the Bid Fee

and Earnest Money Deposit (EMD) through RTGS. The scanned copy of RTGS with

transaction ID certified by the same bank must be enclosed along with the technical

proposal of e-Bid. The Bid Fee will be non-refundable.

4. GNIDA will not be responsible for any delay in online submission due to any reason. For

this, bidders are requested to upload the complete bid well in advance so as to avoid 11th

hour issues like slow speed; choking of web site due to heavy load or any other unforeseen

problems.

5. Please note that a Pre-Bid meeting of the prospective bidders, who have purchased the

tender/ bidding document, is scheduled as per the details specified in this NIB. The

objective of this meeting is to address the queries of the prospective bidders related to

the Project and/ or tender/ bidding document.

6. No contractual obligation whatsoever shall arise from the RFP/ bidding process unless and

until a formal contract is signed and executed between GNIDA and SI.

7. Bidders who wish to participate in this bidding process must register on e-tender portal

i.e. “https://etender.up.nic.in”.



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Notice Inviting e-Bids (NIB) RFP Reference No.: Plng/2018/IF-152/202 Date: 22/01/2018 Greater Noida Industrial Development Authority invites electronic bids (e-bids)/ proposals from eligible bidders for Selection of System Integrator for Design, Development, Implementation and Maintenance of Revenue Management System.

Greater Noida Industrial Development Authority Plot No. 01, Knowledge Park-04, Greater Noida Gautam Budh Nagar, Uttar Pradesh 201308 Ph: 0120 233-6016, 6030, 6031, 6032, 6033 Fax: 0120 233-6002, 233-6006 e-Mail: [email protected], [email protected]

Request for Proposal for selection of Systems Integrator (SI) for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA

Bid Fee INR 20,000/- (INR Twenty Thousand Only, non-refundable) through RTGS only

Earnest Money Deposit (EMD)* INR 50 Lakhs (Rupees Fifty Lakh Only) through RTGS only

Date of Publishing the NIB 22/Jan/2018 at 05:00 PM

Last Date of Submission of Pre-bid Queries

02/Feb/2018 at 03:00 PM

Date, Time and Venue of Pre-bid Meeting

05/Feb/2018 at 03:00 PM Venue: Greater Noida Industrial Development Authority, Plot No. 01, Knowledge Park-04, Greater Noida, Gautam Budh Nagar, Uttar Pradesh 201308

e-Bid Submission Start Date and Time 06/Feb/2018 at 09:00 AM

e-Bid Submission End Date and Time 05/Mar/2018 at 05:00 PM

Date and Time for Submission of Bid Fee and EMD

The scanned copy of RTGS with transaction ID certified by the same bank shall be enclosed along with the technical proposal of e-Bid*

Technical Bid Opening Date and Time 07/Mar/2018 at 03:00 PM

Financial bid Opening Date and Time To be communicated to the technically qualified bidders at the later stage

Account Details for furnishing Bid Fee:

Bank of Baroda Gamma II, Greater Noida A/C No. 98250100008324 IFSC Code: BARB 0 GAMNOI

Account Details for furnishing EMD:

Bank of Baroda Gamma II, Greater Noida A/C No. 98250100005634 IFSC Code: BARB 0 GAMNOI



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Websites for downloading the RFP Document, Corrigendum’s, Addendums etc.

Interested SI may download the RFP Document from: “https://etender.up.nic.in” “http://www.greaternoida.com/”

Contact person name and contact details

Name: Dr. Vibha Chahal (IAS), Officer on Special Duty Address: Plot No. 01, Knowledge Park-04, Greater Noida, G. B. Nagar, Uttar Pradesh 201308 E-mail Id: [email protected], [email protected] Phone No.: 0120-233-6007/ 6016

Bid Validity 180 Days from the bid submission end date

* In case, bidder fails to pay/ submit the Bid Fee and EMD details (as prescribed above) with technical proposal of e-bid, the bid of the bidder shall be treated as non-responsive and shall be rejected.



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1.0 Introduction

1.1 About Greater Noida Industrial Development Authority (GNIDA)

Greater Noida Industrial Development Authority (GNIDA) is an undertaking of the

Government of Uttar Pradesh, formulated to develop Greater Noida as integrated modern

city. The Authority was formulated under the UP Industrial Area Development Act, 1976. It is

the nodal agency entrusted with planning, developing, regulating and operations of the city.

The Authority carries out functions related to estate management, land management, urban

service management, project management and planning. City level services such as

landscaping and horticulture are also the responsibility of the Authority.

1.2 Organizational Structure of GNIDA

The organizational structure of the Authority is depicted in the diagram below:

Figure 1. Organizational Structure of GNIDA

The Authority is headed by a Chief Executive Officer (CEO), who is in turn may be supported

by an Additional Chief Executive Officer (ACEO) and a Deputy Chief Executive Officer (DCEO),

all of whom are IAS officers on deputation from the Government of Uttar Pradesh. These

officers form the top of the organizational ladder; under them are a number of officers who

head GNIDA’s 20 Divisions and manage the teams working therein. The Authority employs a

standard cadre structure, which is organized as follows:

Figure 2. Broad Cadre Structure of GNIDA

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ACEO DCEO

General Manager

(G.M.)

Deputy General

Manager (D.G.M)

Sr. Manager

Manager (Grade 1)

Manager (Grade 2)

Assistant Manager (Grade 1)

Assistant Manager (Grade 2)

Staff

Decreasing seniority



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This reporting hierarchy exists broadly across all Divisions, with a provision for various

Division-specific variations. For example, in the context of Projects Division, all levels below

Deputy General Manager (i.e. Senior Manager and below) operate within a unit known as a

Work Circle, handling project development and works for a particular area. In some Divisions,

the presence of multiple work streams means that multiple Senior Manager- and Manager-

level resources are required; for example, in Planning, where work is primarily divided

between units dedicated to Planning and Architecture, those units are currently headed by

the Sr. Manager (Planning) and Sr. Executive (Architecture), respectively.

Flexibility is required in observation of this cadre structure. There will not always necessarily

be a GM or DGM level resource available to head a Division, due to the finite availability of

Level 1 government employees, as well as the deputation and internal transfer policies

implemented within the Authority. Therefore, we can classify a parallel category of resource:

Head of Department (HOD). The HOD will be the senior-most active member(s) of the

Division, and will act as the internal approving authority for any work done, proposal

prepared, tender written, etc.

Currently, the organization has 261 regular staff with another 28 under deputation. These do

not include the contractual staff hired by GNIDA. The breakup of the regular and under-

deputation staff, as per class, is as given below:

*The above does not include contractual staff.

1.3 GNIDA Divisions (Departments)

Division Description

Planning Division The Planning Division is responsible for the overall visualization of the city as a

whole and for formulating master and sector-wise layout plans accordingly. A

project shall be initiated by the Planning Division, and subsequently named and

allocated to a designated Manager (Landscaping/Horticulture) by the Deputy

General Manager (Planning).

The Division is responsible for town planning, including plotting, designation

of land use and planning for hard/soft infrastructure, building plan approval,

landscaping, building designs, occupancy certification and signage.

Table 2: Staff Strength by employee category

Regular Under Deputation Total

Class I 14 7 21

Class II 50 5 55

Class III 158 16 174

Class IV 39 0 39

Total 261 28 289



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The Division’s functions stem primarily from the formulation of a Master Plan;

based on the inputs derived from the Plan, the Division identifies and selects

the land for the purpose of acquisition and allotment. Once the land is

identified and selected, planning Division commences more detailed layout

planning and facilitation of building plan approval, post which an occupancy

certificate is awarded to the contractor or allottee.

Land Division The Land Division takes care of land acquisition and resumption on behalf of

the Authority. The Division is also responsible for verification of identified land,

taking physical possession of acquired land, and the distribution of the land

parcels. The Land Division must liaise with district-level, state-level and

Revenue authorities on a regular basis. The function of land acquisition may be

undertaken via a proposal submitted to the aforementioned authorities, or by

directly engaging with farmers for acquisition of land.

Property-related

Divisions

There are 7 property-related Divisions working within the Authority, each

handling management of plots categorized under one or more verticals. They

are as follows:

► The Property Division handles the Residential and Group Housing

verticals

► The Industry Division handles the Industrial vertical

► The Commercial Division handles the Commercial vertical

► The IT Division handles the IT vertical

► The Institutional Division handles the Institutional vertical

► The Builders Division handles the Builders vertical

► The 6% Abadi Division handles the 6% Abadi vertical.

Each of the Divisions given above is responsible for property allotment and

management of allottees under its assigned vertical(s). Each Division executes

a similar set of functions, albeit within the scope of an individual property

vertical. A broad overview of those functions is as follows:

► Formulation of schemes for allotment of property, and allotment of

property in line with those schemes.

► Registration, allotment, recovery of amounts due against each property,

as well as all correspondence with allottees

► Registration of plots and execution of Lease Deeds in line with scheme

terms & conditions

► Provision and management of post-allotment services, such as transfer,

succession, change in constitution (CIC), mutation and rent permissions

► Collection of fees and dues in line with prescribed payment plans for each

scheme/allotment

► Coordinating with Customer Relations Cell, providing information and

speedy redressal of cases referred



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► Generation of such MIS reports as may be prescribed from time to time

Projects Division A project shall be initiated by the Project Division based on either budget

provisions for the year, an advice from Planning Division or an advice from

Village Infrastructure Development (a sub-Division of Social Development

Division). The project shall be named and allocated to a designated Work Circle

by GM (Projects). Each Circle than then shall be responsible for planning,

tendering and execution of the Projects.

The Project Division is responsible for completing engineering functions

including detailed estimates, time scheduling, construction, bills verification,

appointment and monitoring of contractors and development of properties

and infrastructure under schemes.

Apart from execution of Projects, maintenance of all authority’s assets

including those of Urban Services also fall within the purview of the works

Division. The works Division also undertakes landscape and horticulture

planning and execution works.

The Tender Cell exists under the umbrella of the Projects Division, and is

responsible for management of the tender process, from the receipt of

Administrative Sanction/Expenditure Approval from the relevant authority

through to the award of a project/contract to a work circle or third party entity.

Tenders may be issued for the contracting of services during various stages of

the land management process, but also for support activities, including

advertising and security management.

Urban Services

Division

The Urban Services Division of the Authority caters to the municipal service

requirement of the city, thereby being primarily responsible for public

transport, security management of sectors, advertising, maintenance of

infrastructure within the City. In addition, the Division manages the City’s

water & sewer connections, facilitates resolution of encroachment cases

through a dedicated cell of encroachment removal officers, engaging with

advertisers seeking to market their product on the City’s billboards, and

managing the security of both the Organization’s offices and utility centres

and, in some cases, that of the sectors themselves. The Divisions tasks are

executed on a continuous basis, as well as in specific cases where requests

and/or complaints are raised by the residents or allottee.

Health Division The Health Division is responsible for solid waste collection and management

in the City. Among the Division’s responsibilities are collection of waste from

households and public places, sweeping of public spaces, such as internal

roads, marketplaces and institution and removal of dead animals and birds.

The Division is centrally managed, but outsourced ground-level work to



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external agencies via tender. In addition, the Health Division manages registry

of births and deaths in the City and the surrounding villages.

Horticulture

Division

The Horticulture Division is responsible for horticulture development and

maintenance within the City, primarily with respect to activities such as

greening and creating habitable environment with attractive amenities. The

Division also consults with the Planning Division on formulation of various

layout plans, particularly with respect to designated green areas.

Finance Division The Division of GNIDA are, on their own, not to handle funds intended for

disbursement to external or internal entities. The Finance Division, on

advisement from the respective Division within GNIDA and receipt of approval

form the requisite authority, disburses funds to these entities – e.g. refunds

issued to unsuccessful allotment applicants, compensation disbursed to

farmers for land, etc. All activity in context of fund mobilization, payments,

budget formulation, accounting and book keeping are taken care of by this

Division. The Division also consults on key processes, including but not limited

to tendering and the issuance of administrative sanctions and expenditure

approvals.

Human

Resources

Division

The Human Resources is responsible for management of all personnel involved

internally with the authority. This responsibility extends to regular employees,

contractual staff, employees on deputation and any agencies or entities. The

Division handles standard human resource management functions, including

payroll processing, cadre development (i.e. promotion and training), employee

welfare and benefits, and employee sanctions. The CEO, GNIDA, is the

appointing authority to whom all matters pertaining to human resources are

forwarded for approval.

Marketing

Division

The Marketing Division is the primary customer-facing body within GNIDA.

They are responsible for management of all internal and external

communications, including but not limited to the publication of schemes for

allotment under different property verticals and publication of tenders

through various print media outlets (as per requirement of the division floating

the tender). In addition, the Marketing Division manages the Customer

Relations (CR) Cell, which acts as the primary point of contact for external

stakeholders submitting documents, paying fees, or simply visiting the

Authority’s offices.

Assets (Purchase

& Store) Division

The Assets (Purchase & Store) Division is responsible for the procurement of

all categories of assets including consumables (IT consumables, RO water, and

tea), dead stock and fixed assets (furniture), as well as maintenance of those

assets. The Division’s functions span the entire procurement value chain, from



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requirement gathering and budgeting, to procurement of assets to recording

of store and fixed assets and generation of MIS as required.

Systems Division The Systems Division is responsible for establishing, monitoring and

maintaining the IT systems used by the larger Authority, as well as its external

stakeholders. This involves hardware tasks, such as procurement,

maintenance, upgrading, as well as software-related tasks, such as software

development, management of data backup and management of the

Authority’s two online grievance redressal portals

Law Division The Law Division caters to the Legal aspects of the Organization. It supports

the organization in terms of Legal framework and gives it the necessary

support by lodging or attending the legal cases either by lodging the cases or

responding to the cases lodged against the Organization. The Division

maintains a panel of lawyers and advocates in addressing individual cases.

RTI Cell The Right to Information (RTI) Cell operates as a nodal office for RTI queries

received for response by GNIDA and its constituent divisions. The Cell is

responsible for initial receipt of the queries, and for delegation of those

queries to the concerned department for appropriate response.

Common

functions

The Authority handles a variety of functions that are not owned by any one

Division. These functions may be undertaken by any one or more Division(s)

on an as-is-where-is basis; the process for doing so remains the same

regardless of stakeholders involved:

► Online Grievance Redressal (Online Grievance Portal, IGRS)

► Jansunwai

► Tender Management

► Contract Management

► Policy formulation

► Organization/coordination for Meetings

1.4 Key GNIDA Functions

The 20 Divisions and Cells of the Greater Noida Industrial Development Authority (GNIDA)

may be broadly stratified into three segments: Primary Core Functions, Secondary Core

Functions, and Support Functions. The classification of departments within this framework is

provided as Figure 1 below.



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Primary Core Functions

(Land acquisition,

development & management)

Secondary Core Functions

(Piecemeal infrastructure

development)

Support Functions

(Independent internal

functions)

Planning Project (incl. Tender Cell) System (incl. IGRS Cell)

Land Urban Services HR/ Admin

Property (Group Housing,

Residential)

Horticulture Finance

Industry Health Marketing

Commercial Assets/ Store

Builders Law

IT RTI Cell

Institutional

6% Abadi

Figure 3. Broad Categorization of GNIDA Divisions

Of these, divisions handling Primary Core Functions are majorly responsible for the land

management, land allotment, land development and project management processes. GNIDA

has laid out an end-to-end standard operating procedure for these processes, the summary

of which is as follows:

1. The Planning Division formulates and periodically revises a city-wide Master Plan,

laying out broad plans for zoning, demarcating special areas (e.g. village abadis), and

provisioning green and horticultural areas (e.g. parks, forests). The Master Plan is

ratified post approval by the CEO, GNIDA.

2. Basis the inputs from the Master Plan, the Planning Division identifies land for survey

and potential acquisition by the Land Acquisition Division.

3. Land is acquired by the Land Acquisition Division either through proposal submitted

to the state- and district-level authorities, direct engagement with farmers/land

owners or resumption. Parallel surveys on land parcels identified by the Planning

Division are conducted by the Land and Project Divisions. Land Division conducts a

verification of revenue and land records, while the Project Division conducts physical

site visits to gauge variables such as suitability of land for development of a specific



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type of property, topography, etc. Survey findings are reported to the G.M. (Planning)

for incorporation into more detailed sector-specific layouts.

4. The Planning Division formulates more granular Sector Layout Plans, detailing the

specificities of various land uses and coordinating with all departments and

stakeholders (external/internal) for inputs. This process involves internal plotting of

sectors, design of landscape, preparation of project financing proposals (to be

validated by the Finance Division), framing of zoning regulations, standardization of

urban laws and building regulations, and hard/soft infrastructure planning.

5. The allotment process is initiated along two parallel channels. The bulk of allotments

(in Residential, Commercial, Institutional, Group Housing, IT and Builder zones) are

routed through the Property Division, while allotments in Industrial zones are routed

through the Industrial Development Division. The concerned teams formulate

schemes and policies for land allotment.

6. Schemes are floated in news and media channels by the Marketing Division with the

majority of scheme- and vertical-specific information and data sourced from the

concerned property-related Division

7. Allotments are finalized following multiple levels of Committee and administrative

review. Allotment is done by the concerned property-related Division (e.g. Residential,

Group Housing, Commercial, etc.), and may be done in one of four ways: drawing of

chits, open tender, interview of applicants and auction.

8. Property is registered and lease deed is executed.

9. GNIDA has empowered Architects registered with the Council of Architecture for

Sanction/Approval of Building Plans on individual plots. Sanction is provided on receipt

of all required applicant materials, and approval is granted post scrutiny by the

Authority. For residential plots up to 300 sq. meters in area and industrial plots up to

450 sq. meters in area, applications are facilitated through the online Building Plan

Application System. For plots larger than these thresholds, applications are processed

offline.

10. Individual building plans are approved by the Planning Division. Following inspection

of documents provided by the allottee and architect, as well as physical inspection of

the build site, the allottee is awarded with an Occupancy Certificate.

11. In parallel to steps 6-11, the Project Division carries out a variety of project

development activities for the purposes of building up infrastructure and completing

engineering functions including time scheduling, bill verification, and appointment

and monitoring of contractors. Depending on the size of the land area in question, the



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Project Division may operate through its constituent Work Circles, or initiate the

tender process via the Tender Cell to solicit and select a vendor/contractor.

The broad flow of the land planning, development and management process is depicted in

Figure 4 below:

A broad description of the independent and support functions executed by various Divisions

of GNIDA is depicted in Figure 5 below:

Figure 4. L1 Process Diagram - Land Planning, Acquisition, Development and Management



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Figure 5. L1 Process Diagram - Independent and Support Functions

1.5 Existing IT Landscape of GNIDA

The present status of computerization in GNIDA with respect to IT systems and software

currently utilized by its Divisions is given below:

1. Office Automation Software (OAS): Various office operational tasks like creating,

collecting and storing information are being eased out using OAS in the system. This

software functions as a management tool in the context of the Property Division (for

property management), Human Resources Division (for human resource management),

Urban Services Division (for water bill generation and management), Assets/Store Division

(for asset inventory) and Law Division (as a legal management system).

2. Integrated Grievance Redressal System (IGRS): Grievances of the

allottees/investors/contractors/ public in general are managed through online portal of

grievance redressal system being maintained at the website of GNIDA. Enabled by this

system, a dedicated IGRS Cell is able to delegate queries and complaints to the

appropriate division for response and/or resolution.

3. Jansunwai (Existing): The Government of Uttar Pradesh’s online portal for filing

complaints at all levels of government. Complaints are uniquely registered and tracked by

the mobile number of the complainant. The platform includes a provision to send

reminders if a resolution is not reached in the prescribed period. Following redressal of

the complaint, the complainant is given an opportunity to firstly decide whether the issue

has been resolved satisfactorily, and secondly to provide feedback. This platform has been

phased in in favor of the previously deployed Pradhikaran Diwas platform.

4. Geographical Information System (GIS): This system is in place for assisting Planning,

Project, Land & Properties divisions of GNIDA. Using GIS, these divisions can visualize,



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analyze and interpret the data relating to layout of sectors, satellite images of the sectors,

etc. With the help of GIS, all the information pertaining to a residential property can be

accessed at one click.

However, due to the resistance of the employees, this system is being used minimally by these divisions.

5. Allottee Online Services: This serves as a portal through which allottees can directly view

and manage their accounts, enabling them to pay bills online, view their billing history,

raise requests and complaints, manage post allotment services and maintain their own

details. Allotment numbers function as Unique IDs.

6. Payroll and Accounting cycle software: HRD and Finance divisions is using the payroll and

accounting cycle software for the purpose of payroll processing and accounting function

respectively.

7. Visitors Pass Management System: For issuance, management and recording of passes

for visitors to GNIDA’s offices.

8. Document Management System: The majority of GNIDA’s files and records are manually

created and maintained. This system acts as an integrated platform for scanning and

digitization of those files and records, and would be used for any future data migration.

9. Web-based Allottee Account Information System

10. Online Map Submission and Automatic Scrutiny System

11. Offline Challan Feeding by Banks

12. Ease of Doing Business Portal

13. File Tracking System

14. RTI Monitoring System

15. Mobile App for Urban Services and Payment of Out Standings

RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I) RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018

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Table 3: Existing IT Landscape of GNIDA

# Application Name

User Department

Application Functionalities Technology in Use

Standalone Application

Year of Implementation

Data Migration Require? If yes, no. of years of Data

Data Digitization Required? If yes, no. of years of Data

1. Office Automation

Residential, Builder, Industry, Institutional, Commercial, IT Dept. Group Housing, 6% Abadi Allotment etc.

Property Management, HRM, Asset and Inventory System, Legal Management system, Water Bill Generation System, complete user management of departmental users, complete information of allottees (successful and unsuccessful), random distribution of files for verification

.Net & Oracle 10g

No, This application is Integrated with GIS, Online Service Portal, Online Map Submission by UPLC, DMS

2009 Yes Complete data since 1992

Yes Only the Gap part

2. Integrated Grievance Redressal System

All Departments

Online grievance registration, distribution, forwarding, tracking, online closure etc. This functionality is available for Rural Grievances also.

.Net & SQL Server

Yes 2009 Yes Complete since 2009

No

3. Jansunwai Divas System

All Department

Registration, Forward to concern department, tracking, and closure etc.

.Net & SQL Server

Yes 2014 Yes Complete since 2014

No

4. GIS Application Planning, Project and Land

Sector Planning including road, drainage, electricity, police station, educational institutions, health institutions, land use, transport, green area, residential area, commercial area etc. planning

Auto Desk .Net & SQL Server

No, this application is Integrated with Office Automation since 2008

2008 No No

5. Allottees online services, allottees water bill delivery through email and sms, Greater Noida

Citizen Allottees online services, allottees water bill delivery through email and sms, online application for purchase of plot, Separate AutoCAD GIS application

.Net & SQL Server

No, This application is Integrated with Office Automation

2016 Yes 2016

No


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# Application Name

User Department






Business and Investment Portal

6. Payroll and Accounting Package

Finance Department

Entire payroll and accounting related activities

Developer 2000 / Form 6i and Oracle 10g

Yes 1998 Yes 1998

No

7. Visitors Pass Management System

Customer Relation Cell

For Gathering visitor information i.e. name, .Net and Oracle 10g

No, This application is integrated with Office Automation

2017 Yes 2017

No

8. Document Management System

All Departments

Application is used to save and retrieve scanned and digitized records, data etc.

– Yes 2017 – –

9. Web based Allottee Account Information System

Allottees Allottee can view dues / deposit, plot information and can make online payments

LAMP (Linux, Apache, MySQL, PHP)


2008 No No

10. Online Building map submission and automation scrutiny system

Empanelled Architects and Planning Department of GNIDA

Uploading of maps, submission of supporting documents, scrutiny of maps

AutoCAD based & .Net


2016 Yes 2016

No

11. Offline Deposited Bank Challan’s Feeding System

Banks and Finance Department of GNIDA

Upcoming application for feeding of information about payment and its tracking of payment from bank to Authority

.Net and Oracle 10g

No, This application is integrated with Office automation

2017 Yes 2017

No


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# Application Name

User Department






12. Allottees Online Search (website)

Citizen Functionality open for citizen to search allottee

LAMP (Linux, Apache, MySQL, PHP)

No, This application is integrated with Office automation

2016 No 2016

No

13. File Tracking System

All departments

For tracking of file and dak/ parcel movement

.Net & Postgres Yes (NIC Application)

2008 Yes 2008

No

14. RTI Monitoring System

RTI Department

Submission of RTI information, forwarding RTI, Department to view and submission required information, send back to the RTI seeker and RTI department, closure

Developer 2000 but new system is being developed in .Net & Oracle 10g

Yes 1998 Yes 1998

No

15. Mobile App for Urban Services and Payment of Out Standings

Allottee and all department of GNIDA

Track services, Pay now, Urban Services road brakeage, waterline brakeage etc., Smog and Pollution readings etc.

Developed for Android and iPhone

No, This application is integrated with office automation, citizen services

2016 No No



2.0 Functional Requirements Specifications

2.1 ERP System for GNIDA

The envisioned ERP system for GNIDA proposes to digitize the complete gamut of functions,

services and actions that are offered/undertaken by its various departments, leading to increased

integration, transparency, user-centricity and overall efficiency improvement within the

organization. As mentioned above, GNIDA’s functions can be broadly categorised into the three

categories i.e. Land development (acquisition, planning, allotment, etc.), Support functions

(Finance, HR, System etc.) and Common processes (tendering, complaints etc.). For each of the

above categories, the processes (and related data) would all be linked to one of the following:

1) Plot

2) Project

3) Allotted Property

4) Assets

The external users will interact with the ERP application through the web portal at the front

(citizen interface of the application) and internal users through direct login page of the ERP

application at the back respectively through their unique user names and passwords.

Figure 6. Proposed ERP Solution



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The ERP system will be accessed through the GNIDA web portal and some of the key features of

this portal will be:

► Provision for external stakeholders to apply for User IDs and temporary password to

allow access to the interface for availing GNIDA services

► Internal stakeholders to be allotted Employee UINs on recruitment

► Access to all GNIDA related recent updates, circulars, office orders, notifications, contact

information, FAQ’s and ‘Help’ (redirect applicant to relevant email id)

Proposed Interface for External Users:

The external user interface (web portal) would allow the various external users (Builders/

Developers, allottees, farmers, technical personnel, vendors etc.) to interact with the database

through their own profiles. These profiles will be accessed through a User ID and password,

received upon approval from the GNIDA and would allow the users to avail all GNIDA services

relevant to them. In addition to services offered, the interface would allow them to submit

feedback and grievances, verify details w.r.t other external users as well as view all notifications.

Although the interface would be customised for each stakeholder, an illustrative sample of the

interface is shown below:

Figure 7. Front-end Web Portal Sample



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Proposed Interface for Internal Users:

The internal user interface (ERP portal) would allow the various internal users (all GNIDA

departments) to interact with the database through their own profiles. These profiles will be

accessed by authorized personnel through an Employee ID and password and would allow them

to view all applications submitted to them for approval, proposals, notings etc., as applicable for

subsequent action. Besides the function of giving approvals, the interface would allow the

departments to generate MIS reports, verify details for the various external users and view all

notifications etc. Although the interface would be customised for each stakeholder, an illustrative

sample of the interface is shown below:

Figure 8. Proposed ERP application interface

The following users will have access to ERP portal:

Table 4: ERP Portal Users

External Users with log-in access to the Front-

end Interface

Internal Users with log-in access to the Back-end

Interface

Applicants (for allocation)/ Allottees All GNIDA Divisions

Architects registered with COA

Qualified engineers



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External vendors/consultants

Farmers (i.e. land owners)

Additional District Magistrate (Land)

District Magistrate, Sub-Divisional Magistrate

Revenue authorities (Board of Revenue)

Department of Industrial Development,

Government of Uttar Pradesh

State-level authorities (UP Fire Service, UP

Police, UP State Road Transport Corporation,

etc.)

Tender applicants

Sub-lessees

Resident Welfare Associations (RWAs)

Banks (i.e. authorized bank officers)

Contractual staff (for project work, solid waste

management, etc.)

State Government agencies (for purchase of

assets, consumables, hardware, software)

RTI applicants

The following processes will be covered in the ERP system:

Note: The current process steps for the following (if any) have been documented in detail and

provided as links below.

Table 5: To-be Processes in ERP

To-be Processes in ERP

Common



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1 Online Grievance Redressal (through Internal Grievance Redressal platform and IGRS)

2 Jansunwai

3 Tender management

4 Contract management

5 Policy formulation

6 Meetings & room booking

Planning

1 Formulation of Annual & Quarterly Action Plans

2 Formulation of Master Plan

3 Identification & selection of land for acquisition

4 Sector Layout Planning

5 Registration of Architects

6 Building Plan Approval

7 Issuance of Occupancy Certificate

8 Planning and management of Special Projects

9 Building design and landscaping

Land

1 Acquisition of Land (Proposal based)

2 Acquisition of Land (Direct purchase)

3 Resumption of land

Property

1 Scheme formulation and processing (linked to Common Processes – Tender Management)



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2 Registration of property (execution of Lease Deed)

3 Alottee services (18 services including sub-leasing, mortgage, transfer of lease, etc.)

4 Collection of fees/dues

Projects

1 Topographical survey and verification of land

2 Project Development (linked to Common Processes – Tender Management)

Urban Services

1 Water and sewer connection

2 Housekeeping/ Maintenance (linked to Common Processes- Grievance redressal)

3 Internal coordination and complaint handling (linked to Common Processes- Grievance redressal,

Tender Management and Policy formulation) w.r.t:

► Public transportation (coordination with UPSRTC)

► Encroachment removal

► Advertising/billboards in Greater Noida

► Security management

► Liasoning with RWAs

Health

1 Solid Waste Management (linked to Common Processes - Tender Management)

2 Complaint handling (linked to Common Processes - Grievance redressal) w.r.t. sweeping and

fogging of roads, removal of dead/stray animals & birds etc.

3 Maintenance of population statistics (e.g. birth and death records)

Horticulture

1 Preparation of horticultural layout plans

2 Horticulture work estimate processing (linked to ‘Common Processes’- Tender Management)



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3 Ongoing horticulture development and maintenance (linked to ‘Common Processes’- Grievance

redressal and Policy formulation)

Finance

1 Processing, disbursement and record maintenance of payments, i.e. to external users

2 Scrutiny/consultation of files (costing, payment plans, dues, default payments etc.)

3 Payroll Processing (monthly)

4 Quarterly/Annual accounting (Processing of P&L, Balance Sheet, Certified Financial Statements,

Fund Flow statement, MIS reports etc.)

5 Formulation of Annual Budget

HR

1 Personnel functions (Recruitment, leave, transfer, increments etc.)

2 Cadre development (linked to ‘Common Processes’- Policy formulation)

Marketing

1 Management of external communications (linked to ‘Common Processes’- Tender Management)

2 Customer Relation (CR) Cell

Systems

1 Software development (linked to ‘Common Processes’- Tender Management)

2 Issuance of hardware (linked to ‘Common Processes’- Tender Management)

3 Maintenance, upgradation and replacement of hardware & software

4 Creating and managing data back-up

5 Renewal of network licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup software)

6 Management of all incoming online grievances (linked to ‘Common Processes’- Grievance

redressal)



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Assets/ Store

1 Purchase of consumables and fixed assets (linked to ‘Common Processes’- Tender Management)

2 Record maintenance(linked to ‘Common Processes’- Policy formulation) w.r.t. store and fixed

assets

Law

1 Legal case management

RTI Cell

1 Delegation and management of RTI applications

2.1.1 Common Functional Requirements Specifications (FRS)

While the services available will differ for each stakeholder, there will be some common

functionalities and processes available to all users across all processes. These are as follows:

Common FRS

A1 Unique Identification Numbers

A1.1 System to assign Unique Identification Numbers (UINs) to the following:

► Land parcels/plots (created after successful completion of process ‘Sector Layout

Planning’)

► Project (created after granting of Administrative Approval and Expenditure Sanction

in ‘Project Development’)

► Property (created at the time of execution of Lease Deed/ Sub Lease Deed)

► Assets (once assets are purchased or issued to GNIDA by the respective department)

A1.2 All processes will be linked to one or multiple UINs depending on the type of process. For e.g.

during allotment of land to an allottee, a land parcel with a unique Plot ID (assigned during

Sector layout plan) will get linked to a unique property ID as well as respective user names.

A1.3 System will have the provision to ensure that UINs cannot be duplicated and/or edited



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A1.4 System will allow internal GNIDA users to views all the information/documentation against

each UIN

A1.5 All relevant information to the respective UINs will be linked to them and would be accessible

to the internal/external users. For e.g. Plot IDs will have all Building Byelaws applicable (FAR,

ground coverage, permissible height etc.)

A2 Profile Creation

A2.1 System to create profiles for all users as listed in Table ‘ERP Portal Users’ above– internal (all

regular GNIDA staff along with staff on deputation) and external (farmers, builders/

developers, allottees, sub-lessee, vendors, contractual staff, etc.) For internal users, the

profiles will be built into the system whereas external users would have to apply on the

system to create a registered profile.

A2.2 The system should have provision for capturing fields as per defined checklist for each

stakeholder creating new user log-in account in the portal. The system should not proceed

further in case any of the mandatory fields in the checklists are missing. In such cases, a pop-

up message should be displayed by the system highlighting the missing fields

A2.3 Any request/application made to GNIDA shall be made only through the stakeholder profile -

available to stakeholder on a single click

A2.4 The system should assign email address of user (mandatory) as username for all users. Email

ID should be valid and unique and should not exist within the existing database. The system

shall have provision for the user to change username after first login

A2.5 The system should have a provision to upload relevant documents (including scanned copies)

as per checklist required for concerned stakeholder for registration to the portal

A2.6 The system should not proceed to next step in case documents are not uploaded or

documents are not in required size or format. It should also provide pop-up messages and

highlight the missing document in such cases.

A2.7 System should have the provision of "self-declaration" citing that all info being provided by

the user is true

A2.8 The system sends initial verification OTP to registered mobile number for verification of

mobile number during the registration to portal



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A2.9 The system sends initial verification mail consisting of verification link to registered email.

Verification link should expire within 15 days

A2.10 System will have the provision to save form in draft form before exiting or proceeding to next

page of the registration process

A2.11 The system shall allow the concerned GNIDA department to accept/reject an application after

document verification and send auto-generated mail containing account activation link to the

user's registered email in approved cases

A2.12 The system should have a provision for the GNIDA department to send a mail to user's

registered email in case of discrepancy in uploaded documents

A2.13 The system shall be capable of enabling user online account only after user fulfilling the

verification mail activities successfully

A2.14 The system should have a mechanism for resetting and emailing the new password to the

users registered email ID, in case a user forgets his password or intends to change it

A2.15 The system must prompt the user to change the password on the first login on the portal

A2.16 The system should have de-duplication provision before creating a profile

A2.17 The system must lock the account for 12 hours in case login not successful for 3 consecutive

attempts

A2.18 The system should have separate landing pages for different entities

A2.19 System will have provision for correction of profile. While some field may be changes real

time, key fields will have to go through a verification process with GNIDA

A2.20 System to have provision for disabling the profiles for a specified time period (as decided by

the Authority)

A3 General Features of Profile

A3.1 All external stakeholder profiles will have links for the services/request that are applicable to

that particular stakeholder. For e.g. a farmer will be able to submit an LOI for land acquisition

on the system itself

A3.2 All decision/actions related to an external stakeholder will be linked to the profile and

available for internal review



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A3.3 Edit rights in each stakeholder profile will vary depending on external/internal user, type of

user, designation of user (if internal) etc.

A3.4 Metadata, data and information to be updated in the system by GNIDA shall be linked to user

ID for all external users

A3.5 For all internal users, powers in the forms of approval rights, edit rights etc. shall vary.

A3.6 Internal GNIDA users can share documents, files, comments etc. with the external users, if

need be.

A4 Services provided by GNIDA

A4.1 The system should have e-forms/ format with all required fields as per checklists (for each

process as mandated by GNIDA) along with provision to upload relevant documents

(including scanned copies). An indicative list of forms/formats has been attached below in the

table ‘Formats to be standardised’

A4.2 System will not allow user to proceed unless all mandatory fields and documents are

uploaded in required size and format

A4.3 System will have the provision for saving the data entered on an form/ format before exiting

or proceeding to next page

A4.4 System shall provide the user with an option to review the form prior to submission and if

required to go back

A4.5 System will auto-generate the request number, once request has been submitted

successfully. The request number can be used for tracking purposes in the status tracker

A4.6 When the user clicks on the respective service icon to avail a service, the form/ format opens

up with auto-populated fields (from the profile) and data input fields

A4.7 System shall provide the user with an option to save draft & review the form/ format prior to

submission and if required to go back

A4.8 Provision for contacting SPOC for each process/GNIDA nodal authority

A4.9 System to have provision to direct the request to the concerned person in the concerned

department

A4.10 System shall have provision for bilingual forms and checklists



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A4.11 System will have a provision for all submitted forms to be downloaded in PDF format along

with a direct print option for the applicant/ concerned officer at GNIDA

A4.12 System shall provide a link for Concurrent Feedback Mechanism after submission and closing

of all service requests

A4.13 System shall have provision for tracking application

A4.14 System shall be compliant to all single window/ ease of doing business requirements of the

Govt. of Uttar Pradesh

A5 Audit Trail

A5.1 System shall maintain audit trail

A5.2 GNIDA entities will be able to look at the audit trail for all stakeholder profiles as well as

internal action

A6 Fees & Payment

A6.1 System shall have provision to make and receive payments through an electronic payment

gateway with multiple modes of payment including credit card, debit card and net banking.

A6.2 In case of services to be availed by external users at a designated fee, the applicant will be

redirected to the payment gateway on successful submission of application and the

respective fee to be paid will be built into the system.

A6.3 System shall the provision to refund the amount deposited by external users once all

necessary approvals have been sought

A6.4 System shall send notifications to the external stakeholder when a certain fee/payment has

been deposited/ rejected or is overdue

A7 Internal processing at GNIDA

A7.1 After any service request (from an external stakeholder) is received internally (GNIDA), the

system shall allow the GNIDA personnel at all levels to:

► view complete profile of the user

► view all information and documents uploaded

► provide comments and send it to next higher/lower level



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► approve/reject requests

► send query back to applicant

For internal processes between departments, the system shall allow designated GNIDA

personnel to:

► view the respective file along with info and documents uploaded

► provide comments and send it to next higher/lower level

► approve/reject requests

► send query back to respective department

A7.2 For all approval processes, system will allow the following:

► The system will follow the GNIDA approval hierarchy along with designated approval

and rejection rights

► The system will have provision for a senior officer to delegate power to approve or

reject an application / processing a request to another concerned officer

A7.3 System shall have provision to assign or refer or assign and refer a particular case to other

officer of same or different departments.

A7.4 System shall have provision to post internal notes, documents, etc.

A7.5 System will have the provision of Digital Signature for the Approving Authority.

A7.7 System will have the provision of forming committees/nodal persons with additional powers

in the form of approval/rejection rights, edit rights etc.

A7.8 System to generate MIS for tracking internal performance. List of respective service request

status and its details (all metadata) for specified time period. This list should allow sorting to

generate further MIS with refined search parameters.

A7.9 System will have the provision to form committees with designates rights of

approval/rejection/ raising queries etc.

A8 Notifications

A8.1 System will automatically send notification once service request/ information/ document is :

► Submitted successfully

► Pending application is about to default



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► Query has been replied to

► Approved or rejected

► Dispatch by post along with tracking number

► Fee/Payment is due or has been paid

All notifications will be sent through portal, registered email, as well as the registered mobile

number

A9 Certification/ Approval issued by GNIDA

A9.1 System shall have provision to auto-generate certificates/ approval letters/ receipts by auto-

populating fields post approval by authority

A9.2 System shall have templates for certificates/ approval letters/ receipts

A9.3 All certificates/ approval letters/ receipts issued by GNIDA will be generated by the system

and have a digital signature

A9.4 The system will have provision to assign unique alpha-numeric code for all the certificates/

approval letters/ receipts issued.

A9.5 The system shall provide optional service for hard copy dispatch of certificates/ approval

letters/ receipts to the users via post. In this case, the system will notify the respective officer

and provide print option. Dispatch number as provided by postal department will have to be

reflected in the system

A9.6 The system shall provide users to print certificates/ approval letters/ receipts issued by GNIDA

A9.7 The system shall have provision of a link to check authenticity of all certificates/ approval

letters/ receipts issued by GNIDA via the alpha-numeric code issued. Such a link will confirm

the authenticity of the document, name against whom it is issued along with general details

of the certificate to whomsoever although will not reveal crucial data

A9.8 System shall check validity related clauses of all certificates/ approval letters/ receipts. In

cases where the validity of certificates/ approval letters/ receipts have expired, the system

will generate pop-up of validity expiry for internal and external stakeholder

A9.9 System shall notify the stakeholder of certificate/ document expiry 10 days before expiry

A10 Complaint handling & management



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A10.1 System should have a comprehensive complaint management module including but not

limited to receipt of complaints, categorization, team designation, resolution, status tracking

and successful closure.

A10.2 Depending on the type of complaint, the system should have the provision to redirect the

complaint to the designated department/official

Table 6: Formats to be standardized

Function Formats to be standardized (Indicative)

Planning Building plan approval application, along with supporting documentation

Planning Building plan approval/permit

Planning Occupancy Certificate application, along with supporting documentation

Planning Occupancy Certificate

Planning Indemnity Bond (certifying construction shall be as per the Authority’s Building

Byelaws)

Planning Building Byelaws

Land Notifications ( u/s 11, u/s 19, u/s 21)

Land LOI for sale of farmland (direct purchase)

Land Affidavit stating land belongs to said individual(s)

Land Indemnity Bond

Land Search certificate (detailing last 12 years of ownership history of the concerned

land)

Land Valuation report of identified land

Land Possession Letter

Projects Administrative Approval/Expenditure Sanction



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Projects Project Award Letter

Projects Document(s) required for issuance of Contract Agreement/ Bond

Projects Contract Agreement/ Bond

Projects Measurement Book

Projects Running bill + other documents relevant to billing of projects

Projects QC Report

Projects Change request (increase/revision of existing works, substitution, etc.)

Urban Services Water bill

Urban Services Work Circle complaint register

Urban Services Monitoring Report for infrastructure maintenance/water connection/sewerage

Connection

Urban Services Encroachment seizure receipt

Human Resources Personnel File

Marketing Request order (RO) form sent to selected advertising agency

Assets MIS Report

RTI Cell RTI query and response

Grievance

Management

Grievance received through Online Grievance Portal

Grievance

Management

Grievance received through IGRS

Grievance

Management

Grievance received through Jansunwai

Property Scheme document(s) and/or brochure



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Property Allotment Letter(s)

Property Application for Registry of Land (for execution of Lease Deed)

Property Lease Deed

Property Post allotment services: Application form - e.g. application for transfer of plot,

mortgage permission

Property Post allotment services: Policy document (if any) - e.g. transfer policy, surrender

policy

Property Post allotment services: Sample sanction letter - e.g. sanction of transfer,

sanction of change-in-constitution

In addition to the common FRS, given below are department specific functional requirements.

Kindly note that the to-be processes to be covered under each department have already been

outlined above in Table ‘To-be Processes in ERP’ above.

2.1.2 FRS – Planning Division

1. System shall include the to-be processes as mentioned under ‘Planning’ in Table ‘To-be

Processes in ERP’ above

2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have

been detailed in the as-is process documentation, given below at Overview - Planning Division

3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.

4. System shall have all provisions related to profile creation as mentioned in A2 of the common

FRS

5. System shall have all provisions related to general profile features as mentioned in A3 of the

common FRS

6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of

the common FRS

7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS

8. System shall have all provisions related to fee & payment as mentioned in A6 of the common

FRS



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9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7

of the common FRS

10. System shall have all provisions related to notifications as mentioned in A8 of the common

FRS

11. System shall have all provisions related to certificates/ approval letters/ receipts as

mentioned in A9 of the common FRS

12. System shall have all provisions related to complaint handling and management as mentioned

in A10 of the common FRS

13. System shall have the provision to upload and share files of all relevant formats (.docx, .dwg,

.pdf etc.). The files may be shared with internal or external users depending on the file type

and process followed.

14. System will allow GIS enabled mapping for all land related processes

15. System will have a standardised template for the following:

a. Master Plan

b. Layout Plan

c. Indemnity Bond (certifying construction shall be as per the Authority’s Building

Byelaws and the approved Building Plan, and that all other routine stipulations and

requirements of the Authority will be adhered to)

d. Building Plan application (with checklist)

e. Building Plan Approval

f. Occupancy Certificate application (with checklist)

g. Occupancy Certificate

16. System will allow registered architects to apply for building plan approval and occupancy

certificate

17. System will have the provision to perform scrutiny of submitted building plans in accordance

with the requirements of Building Byelaws, Zoning Regulations of Development Plan/Master

Plan, Development Directions and terms of Lease Deed

18. System will generate all plot/special project planning details with linked UINs, sector details,

allotment status and other metadata for specified time period. This list should allow sorting

with refined search parameters to generate further MIS reports



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2.1.3 FRS – Land Division

1. System shall include the to-be processes as mentioned under ‘Land’ in Table ‘To-be Processes

in ERP’ above.


been detailed in the as-is process documentation, given below at Overview - Land Division



FRS


common FRS


the common FRS



FRS


of the common FRS


FRS






14. System will have a standardised templates for the following:

a. Land acquisition requirement

b. Letter of Intent (LOI) for selling land

c. Affidavit stating land belongs to said individual(s)

d. Indemnity Bond

e. Search certificate (detailing last 12 years of ownership history of the concerned land)



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f. Land acquisition proposal

g. Evaluation/Survey/Valuation report of identified land

h. Possession letter

i. Notification for land acquisition/ Land Purchase Procedures and concerned G.O.S.

j. Lease Deed (Sale Deed)

15. System will generate all land acquisition, land purchased, resumption details with linked UINs,

status and other metadata for specified time period. This list should allow sorting with refined

search parameters to generate further MIS reports

2.1.4 FRS – Property (Builders, Commercial, IT, Residential, Group Housing, Industry etc.)

1. System shall include the to-be processes as mentioned under ‘Property’ in Table ‘To-be

Processes in ERP’ above.


been detailed in the as-is process documentation, given below at Overview - Property,

Institutional, IT, Builders, Commercial, Industry Division



FRS


common FRS


the common FRS



FRS


of the common FRS


FRS





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a. Scheme document

b. Allotment Letter

c. Application for registry of land (for execution of Lease Deed) along with checklist

d. Lease Deed

e. Sub-Leasing application & approval certificate

f. Re-schedulement of payments application & approval certificate

g. Zero period of payment application and approval certificate

h. Transfer of Lease/ Sublease application & approval certificate

i. Surrender application & approval certificate

j. Changes in Constitution (CIC) application & approval certificate

k. Changes in Shareholding (CIS) application & approval certificate

l. Mutation application & approval certificate

m. Mortgage permission application & approval certificate

n. Time extension for Construction application & approval certificate

o. Time extension for Lease Deed application & approval certificate

p. Time extension for dues and approval certificate

q. Change of Address application & approval certificate

r. Rent Permission application & approval certificate

s. Joint Name application & approval certificate

t. Restoration of Allotment application & approval certificate

u. No dues application & certificate

v. Functional Certificate application & certificate

w. Issue of Duplicate Papers application & certificate



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x. Refund of Excess Amount application & approval certificate

y. Forfeiture notice

z. Default Notice

aa. Show Cause Notice

bb. Forfeiture/Cancellation certificate

15. System will allow for allotment to be done as per the following methods:

a. Draws

b. Tendering

c. Auction

d. Interview

16. System will generate all property records, schemes, applications, certificates/ approval letters

with status and other details (all metadata) for specified time period. This list should allow

sorting with refined search parameters to generate further MIS reports

2.1.5 FRS – Projects Division (including Tender Cell)

1. System shall include the to-be processes as mentioned under ‘Projects & Tender Cell’ in Table

‘To-be Processes in ERP’ above


been detailed in the as-is process documentation, given below at Overview - Projects Division



FRS


common FRS


the common FRS



FRS



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of the common FRS


FRS







a. Survey report

a. Administrative Approval and Expenditure Sanction (AA & ES)

b. Detailed Project Report (DPR) (currently referred to as Estimate/BOQ)

c. Award Letter

d. Contract Agreement/Bond

e. Measurement book

f. QC Report

g. Running bill

h. Change request (increase/revision of existing works)

15. System should have a comprehensive tender management module including but not limited

to floating of tender receipt of bids/responses, evaluation of responses, selection of bidder,

award of work etc.

16. System will generate all project details with status and other details (all metadata) for

specified time period. This list should allow sorting with refined search parameters to

generate further MIS reports.

2.1.6 FRS – Urban Services Division

1. System shall include the to-be processes as mentioned under ‘Urban Services’ in Table ‘To-

be Processes in ERP’ above



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been detailed in the as-is process documentation, given below at Overview - Urban Services

Division



FRS


common FRS


the common FRS



FRS


of the common FRS


FRS






a. Complaint filing w.r.t any urban service

b. Digital bills

14. System will generate all housekeeping/maintenance details with status and other details (all

metadata) for specified time period. This list should allow sorting with refined search

parameters to generate further MIS reports

2.1.7 FRS – Finance Division

1. System shall include the to-be processes as mentioned under ‘Finance’ in Table ‘To-be




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been detailed in the as-is process documentation, given below at Overview - Finance Division



FRS


common FRS


the common FRS



FRS


of the common FRS


FRS





13. System will have the provision to carry out all of the following activities:

a. Processing, disbursement and record maintenance of payments

b. Scrutiny/consultation of files (payment plans, dues, default payments etc.)

c. Payroll Processing

d. Accounting including Processing of P&L, Balance Sheet, Certified Financial

Statements, Fund Flow statement, MIS reports etc.

14. System will generate all payment disbursement and accounting related details with status

and other details (all metadata) for specified time period. This list should allow sorting with

refined search parameters to generate further MIS reports



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2.1.8 FRS – Human Resources Division

1. System shall include the to-be processes as mentioned under ‘HR’ in Table ‘To-be Processes

in ERP’ above


been detailed in the as-is process documentation, given below at Overview - Human

Resources Division


System will save and update all personnel related data against the employee UINs


FRS


common FRS


the common FRS



FRS


of the common FRS


FRS





13. System should have a comprehensive HR management module including but not limited to

personnel management (recruitment, leave, transfer, increments, etc.) and cadre

management, etc.

14. System will generate all personnel details with status and other details (all metadata) for


generate further MIS reports



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2.1.9 FRS – Marketing Division

1. System shall include the to-be processes as mentioned under ‘Marketing’ in Table ‘To-be



been detailed in the as-is process documentation, given below at Overview- Marketing

Division



FRS


common FRS


the common FRS



FRS


of the common FRS


FRS





13. System will generate all advertisement/published documentation details with status and

other details (all metadata) for specified time period. This list should allow sorting with

refined search parameters to generate further MIS reports

2.1.10 FRS – Systems Division

1. System shall include the to-be processes as mentioned under ‘Systems’ in Table ‘To-be




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been detailed in the as-is process documentation, given below at Department Overview -

Systems Division


System will save and update all personnel related data against the asset UINs


FRS


common FRS


the common FRS



FRS


of the common FRS


FRS






a. Complaint filing w.r.t any IT hardware/software issues

14. System will generate all IT assets related details with status and other details (all metadata)

for specified time period. This list should allow sorting with refined search parameters to


2.1.11 FRS – Assets (Purchase/Store) Division

1. System shall include the to-be processes as mentioned under ‘Assets/Store’ in Table ‘To-be




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been detailed in the as-is process documentation, given below at Overview - Assets (Purchase

& Store) Division


System will save and update all personnel related data against the asset UINs


FRS


common FRS


the common FRS



FRS


of the common FRS


FRS






a. Complaint filing w.r.t any assets

16. System will generate all asset related details with status and other details (all metadata) for



2.1.12 FRS – Health Division

1. System shall include the to-be processes as mentioned under ‘Health’ in Table ‘To-be




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been detailed in the as-is process documentation, given below at Overview - Health Division



FRS


common FRS


the common FRS



FRS


of the common FRS


FRS





13. System will generate all health related details with status and all metadata for specified time

period. This list should allow sorting with refined search parameters to generate further MIS

reports

2.1.13 FRS – Horticulture Division

1. System shall include the to-be processes as mentioned under ‘Horticulture’ in Table ‘To-be



been detailed in the as-is process documentation, given below at Overview - Horticulture

Division




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FRS


common FRS


the common FRS



FRS


of the common FRS


FRS





13. System will generate all horticulture related details with status and all metadata for specified

time period. This list should allow sorting with refined search parameters to generate further

MIS reports

2.1.14 FRS – Law Division

1. System shall include the to-be processes as mentioned under ‘Law’ in Table ‘To-be Processes

in ERP’ above.


been detailed in the as-is process documentation, given below at Overview - Law Division



FRS


common FRS



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the common FRS



FRS


of the common FRS


FRS





13. System will generate all law related details with status and all metadata for specified time


reports

2.1.15 FRS – RTI Cell

1. System shall include the to-be processes as mentioned under ‘RTI Cell’ in Table ‘To-be



been detailed in the as-is process documentation, given below at Overview - RTI Cell.



FRS.


common FRS.


the common FRS.

7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS.


FRS.



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of the common FRS.


FRS.


mentioned in A9 of the common FRS.



13. System will generate all RTI related details with status and all metadata for specified time


reports



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3.0 Process Documentation

3.1 Overview - Planning Division

# GNIDA/ Department Overview

1 Department Name Planning Division

2 Organizational Structure

Planning & Architecture

Master Plan

Town Planning

Urban DesignLand

ManagementSector

Layouts

Sector Layouts

Landscaping Design

Costing and financing proposals

Infrastructure Planning

Hard Infrastructure

Soft Infrastructure

P.D.C.

Building Cell

Building Design Cell

Building Plan Approval

Implementation and

completion

Consultant

Consultant



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3 Responsibilities of the division

The division is responsible for visualization of the city as a whole, and for formulation of Master and Sector-wise plans on the basis of this vision. The

list of core functions is as given below:

► Formulation of Annual and Quarterly Action Plans

► Registration of Architects

► Planning at the city- and sector-level, including plotting and planning of both hard and soft infrastructure

► Identification and selection of land for acquisition by the Land Division

► Facilitation of Building Plan Approvals

► Issuance of Occupancy/Completion Certificate

► Management of Special Projects

► Building design and landscaping

Additionally, the Planning Division has responsibilities extending to planning of signage around the city, landscaping and horticulture works.

4 IT applications / systems actually being used by you

► GIS available, but not widely utilized

► AUTOCAD for formulation of Master Plan and Sector Layout Plans

► Online Building Plan approval system

► File-tracking system (universal)



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3.9.1 Formulation of Annual & Quarterly Action Plans

Formulation of Annual & Quarterly Action Plans

Using current data on land acquired and allotted as on date, the Planning Division shall formulate Action Plans on a quarterly and on an annual basis. This Action Plan will

map out timelines for the coming quarter or year in terms of land identification and acquisition, land planning, land allotment and land development. The timelines and

targets defined in these Action Plans will be done in consultation with the Finance Division as significant inputs into their formulation of annual and quarterly budgets for

the entire Authority.

Preceding Process Nil

Subsequent Process Formulation of Master Plan

3.9.2 Formulation of Master Plan

Formulation of Master Plan

The Land Management lifecycle begins with the formulation of a base map, on top of which a city Master Plan is formulated. The base map is a collection of images

catalogued through survey that form the background setting for all future mapping and planning, while also providing the background detail necessary to orient those

maps and plans. The Master Plan (http://www.greaternoida.com/mp2021) is a long term perspective plan for guiding the sustainable and planned development of the

City.

The Master Plan is a comprehensive document that details planning guidelines, policies, space requirements and intended land use and activities for the entire City,

including zoning (e.g. residential, industrial, and institutional), the allocation of land for green areas and special uses, and the mapping of roads and other infrastructure.

Based on this Plan, layout plans for individual sectors can be drawn up, plots can be allotted to the respective users, and land can be developed and managed appropriately.

The Master Plan is a long term document that requires updating at 10-year intervals.


http://www.greaternoida.com/mp2021



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Subsequent Process Identification & selection of land for acquisition and allotment

# Process Steps Supplier Input Output Platform

Start: Need to create/update Master Plan

S1 Base map is formulated to guide formulation of all future mapping and

planning. A base map is a collection of images collected via survey that

forms the basis for all future mapping and planning, while also providing

the background information necessary to orient the plans

Planning Division Database of survey

images

Base map GIS

S2 Using the base map as a foundation, a Master Plan is formulated, detailing

existing and proposed land uses for the current 10-year period. As part of

Master Plan formulation, the Planning Division carries out multiple survey

activities, market assessments, and consultations with both the public as

well as local government and non-government bodies.

Planning Division Base map, market

assessment,

survey activities

Master Plan AUTOCAD drawing

S3 Finalized Master Plan forwarded for multiple approvals along the

designated approval ladder:

► CEO

► Board

► Government of Uttar Pradesh (State Government)

► NCR Planning Board

Planning Division Master Plan Signoffs from

relevant approving

authorities

AUTOCAD

Drawing, Manual

process



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S4 Approved Master Plan published via Gazette Notification Planning Division Approved Master

Plan

Approved Master

Plan published via

Gazzette

Notification

AUTOCAD

drawing, Manual

process

End: Notified Master Plan formulated

List of Attachments:

► Current Master Plan (2021)

3.9.3 Identification & selection of land for acquisition

Identification & selection of land for acquisition

Based on the notified Master Plan, the Planning Division identifies land that falls under the jurisdiction of the Greater Noida Authority but is yet to be formally acquired

from the current land owners, i.e. farmers. Select land parcels are identified for development by the Planning Division; the requirement is forwarded to the Land Division

for initiation of the acquisition process.

Preceding Process Formulation of base map and Master Plan

Subsequent Process Acquisition of land from land owners (via proposal or direct purchase)


Start: Need to acquire and develop land as determined by the Master Plan

S1 Land parcel(s) identified in line with current Master Plan, as well as Budget

established by Finance Division and annual, quarterly action plans. Details

Planning Division Master Plan, ,

Budget, Annual

- AUTOCAD Drawing



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of the parcels are consolidated, including khasra number and area of land

to be acquired.

Action Plan,

Quarterly Action

Plan

S2 List of identified land parcels forwarded for multiple approvals along the

designated approval ladder:

► CEO

► Board

► Government of Uttar Pradesh (State government)

Planning Division List of identified

land parcels

Signoffs from

relevant approving

authorities

Offline

S3 Approved list of land parcels for acquisition forwarded to Land Division and

Projects Division in parallel.

► Land Division to initiate land acquisition process by way of

submission of a proposal to the Additional District Magistrate

(Land) or by engaging with farmers for direct purchase

► Projects Division to ensure visitation of identified land and

topographical survey of the land once acquired

Planning Division Approved list of

identified land

parcels

Approved list of

identified land

parcels forwarded

to Land and

Projects Divisions

for necessary

action

Offline

End: Commencement of land acquisition process and completion of topographical survey


► List of land parcels identified for acquisition and allotment

3.9.4 Sector Layout Planning

Sector Layout Planning



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Once land has been acquired from farmers and appropriately surveyed and mapped by the Projects Division, all relevant data inputs (including survey drawing from

Projects Division in AUTOCAD format, area of land acquired in hectares, details of any existing demarcations or structures, etc.) are forwarded to the Planning Division for

formulation of Sector Layout Plans. This exercise has three components:

1. Zoning of land for various land uses, e.g. residential, commercial, industrial, institutional, IT, Builders

2. Demarcation of acquired land into plots, including sizing of plots and assignment of plot numbers

3. Hard and soft infrastructure planning, in consultation with the Projects Division

Preceding Process Acquisition of land from land owners (Land Division), Topographical Survey of Land (Projects Division)

Subsequent Process Scheme formulation and processing


Start: Planning Division receives survey drawings (AUTOCAD) from Projects Division, details of acquired land from Land Division

S1 Based on inputs received from the Projects and Land Divisions, Sector

Layout Plans are to be formulated in order to define plans for various land

uses, demarcate and number individual plots, and plan around the

development of necessary hard/soft infrastructure.

Planning Division. Survey drawings

(AUTOCAD) from

Projects Division,

details of land

acquired by Land

Division

Sector Layout

Plans

AUTOCAD Drawing

S2 Layout Plan forwarded for multiple approvals along the designated

approval ladder:

► CEO

► Board (full approving authority)

Planning Division Sector Layout

Plan(s)

Signoffs from

relevant approving

authorities

Offline



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End: Plot details forwarded to concerned Property Division(s) for scheme formulation, Projects for project development


► Sample layout plan

3.9.5 Registration of Architects

Registration of Architects

The Greater Noida Industrial Development Authority has empowered the Architects registered with the Council of Architecture (COA) for Sanction/ Approval of Building

Plans/ Occupancy Certificate on individual residential plots allotted by Greater Noida Industrial Development Authority. In order to be registered as an architect by the

authority, the Architect must submit his/her unique COA identification number at the Customer Relations Cell. Following this, the Architect is registered with the authority

and may act as an intermediary between allotees and the Authority in drawing up applications for building plan approval and occupancy certification, as well as submitting

the same to the Planning Division.


Subsequent Process Nil


Nil

3.9.6 Building Plan Approval


A building plan is a formal proposal made to the Planning Division for erection/re-erection/demolition or GNIDA has empowered Architects registered with the Council of

Architecture for Sanction/Approval of Building Plans on individual plots. Sanction is provided on receipt of all required applicant materials, and approval is granted post



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scrutiny by the Authority. The required applicant materials, as well as terms and conditions, standard building timelines, infrastructural guidelines, structural requirements

and functional specifications for specific property types (e.g. residential, industrial, commercial) are defined in the Greater Noida Industrial Development Area Building

Regulation, 2010 (annexed). These building byelaws provide case-by-case detailing of minimum building requirements. For example, the requirements for a Group Housing

plot (Flatted and clustered type) demand a minimum plot area of 2,000 sq. m, define norms for underground water tanks, watchman shelters/towers, Floor-Area-Ratio

(FAR), basement space, ramps, rockery.

Applications for approval of building plans may be processed in one of two ways:

► For residential plots up to 300 sq. meters in area and industrial plots up to 450 sq. meters in area, applications are facilitated through the online Building Plan

Application System.

► For plots larger than these thresholds, applications are processed offline.

Preceding Process Scheme formulation and processing

Subsequent Process Issuance of occupancy certificate


Start: Lease Deed executed between respective Division (e.g. Residential, Commercial) and allottee

S1 Building plan proposal is to be submitted to the Planning Division in the

form of a letter in the specified format (as per Appendix-I of the Building

Bylaws). A Building Plan may be submitted in one of four categories:

► For buildings on individual residential plots

► For buildings other than those on individual residential plots

► For layouts/sub-division of plots

Alottee Building Plan

application,

Building Byelaws

Building Plan

submitted to the

Planning Division

with all enclosures

Building Plan

Approval

System/Offline,

depending on plot

size



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► For temporary structures

The documentary requirements for each type of Building plan vary (refer

to Checklists 1A, 1B, 1C and 1D in Annexure-I of the Building Byelaws).

These requirements may include, but are not limited to:

► Proof of ownership (e.g. allotment letter, lease deed)

► Application form

► Details of previous applications (if applicable)

► Specifications and drawings attested by a designated Technical

person.

► General Specifications Sheet (as per Appendix-6).

► Building permit fees, completion fees, etc. (calculated as per

Section 10)

► Indemnity bond on Rs. 100/- stamp paper duly notarised

indemnifying that construction shall be as per the Authority’s

Building Byelaws and the approved Building Plan, and that all

other routine stipulations and requirements of the Authority will

be adhered to.

For comprehensive documentary requirements, refer to Sections 6-10 and

Appendix-1 of the Building Regulations, 2010

(http://www.greaternoida.com/blaws2010)

http://www.greaternoida.com/blaws2010



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S2 Notification issued to applicant indicating that application has been

submitted. Unique tracking number assigned to application; applicant

issued a receipt as confirmation of submission.

Planning Division Building Plan

application

Application

assigned tracking

number, receipt

issued to

application

Building Plan

Approval

System/Offline,

depending on plot

size

S3 After filing of application, the application is “deemed approved”, and the

applicant may provisionally commence the construction in accordance

with the requirements of Zoning Regulations of Development Plan/Master

Plan, these Regulations or Planning, Development Directions and terms of

Lease Deed. Either of the following may happen:

1) In case of any objections are found during scrutiny of the plans,

the same shall be rectified by the applicant and any violations are

found during or after the construction, the owner shall be

required to rectify the same to the satisfaction of the Authority

within a period of 30 days from the date of intimation. In case the

allottee fails to comply, the Authority shall ensure compliance and

the expenditure incurred on doing so shall be recovered from the

owner before issuing the Occupancy Certificate.

2) If within 60 days of receipt of application, refusal or sanction is not

granted, the application is deemed approved and the permit

sanctioned, provided such fact is immediately brought to the

notice of CEO in writing within 20 days after expiry of the 60 day

period.

Planning Division Application filed Application

deemed approved

Building Plan

Approval

System/Offline,

depending on plot

size

S4 Application and documents are scrutinized for compliance with the

Building Byelaws and any other technical requirements defined on a case-

Planning Division,

Horticulture

Division (if

applicable),

Building Plan

application

Application

processed, either

Building Plan

Approval

System/Offline,



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by-case basis. Based on plot size, the Planning Division may carry out this

scrutiny themselves, or elect to delegate to another division:

► 5 acres and below: Scrutiny done by Planning Division

► Above 5 acres: In the case of electrical works, scrutiny done by

Projects Division. In the case of horticulture works, scrutiny done

by Horticulture Division. Planning Division handles all other

scrutiny.

Basis this evaluation, the building plan may be either approved or returned

to applicant for revision.

► In case of approval, the receipt issued in S3 will serve as a

sanction letter for building plan. This remains valid for a period

of 5 years from date of allotment, or 3 years from date of lease

deed execution, whichever is earlier. Proceed to S5.

► If any mistakes or deviations are found, the relevant Technical

Person signing the submission will be held responsible. The

following actions may be taken:

o First time- Warning

o Second time- Black listed for 1 year

o Third time- Refer to COA/ITPI/MIC for cancellation of

registration

► In case of rejection, application is returned to Architect along

with comments/reason for rejection. The Authority can

demolish the unauthorised construction at the expense of the

allottee. In case the allottee fails to pay, the same will be

recovered from him as arrear of land revenue. Return to S1. The

Projects Division (if

applicable)

approved or

rejected.

depending on plot

size



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allottee will be required to pay penalty and time extension

charges, if required.

Additionally, the applicant has the option to appeal against

refusal of building permit to the Chairman within 60 days from

the date of communication of such order. The appeal shall be

accompanied by copy of the order appealed against and receipt

of appeal fee which shall be 50% of the original plan fee. The

decision of the Chairman shall be final, conclusive and binding.

S7 One of the following may occur on a case to case basis:

► In case of deviation from the phase-wise construction timeline

approved in the Lease Deed/byelaws/scheme document and/or

any other terms and conditions of the building plan approval or

Building Byelaws, the allottee is subject to financial penalties as

specified in the Lease Deed.

► If any external additions/ alterations from the sanctioned plans

are intended to be made, the permission of the CEO shall be

obtained in writing.

► The CEO may cancel the sanctioned permit in consequence of any

material misrepresentation or fraudulent statement contained in

the application

Planning Division,

Finance Division

Approved Building

Plan application,

Lease Deed

Penalties incurred

as required

Offline

End: Building plan permit sanctioned/ rejected


► Sample building plan application, along with supporting documentation

► Sample Building Plan Approval Permit



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3.9.7 Issuance of Occupancy Certificate

Issuance of Occupancy Certificate

Post completion of construction as per the timeline prescribed in the approved building plan, the Architect or other Technical Person in charge of the project may prepare

submit a Building Completion plan for scrutiny and physical validation. Successful applications will be issued an occupancy certificate, which serves as documentary

confirmation that construction has been completed up to specifications and is functionally and structurally safe for occupancy. Following issuance of the occupancy

certificate, additional services, such as water and sewerage connection, may be availed by the allottee.

► In cases of large housing developments (e.g. Group Housing, Builders), allottees may also file for phase-wise or block-wise partial occupancy certificates.

Preceding Process Building Plan Approval

Subsequent Process Water connection & maintenance


Start: Construction on plot completed

S1 Technical personnel (Architect, Engineer) to be designated by applicant

submits Building Completion plan to the Planning Division, along with

documents as per Checklist A under Appendix-9 of the Building

Byelaws, which include but are not limited to:

► Declaration on Rs.10/- stamp paper duly signed by the

Architect and the allottee stating that the Building constructed

by the allottee is constructed under the supervision of a

Architect and is in accordance with a Zonal Plan and Building

Byelaws

Allottee/Applicant Technical

personnel

designated

Technical

personnel

approved

Building Plan

Approval

System/Offline,

depending on plot

size



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► Two postcard-size photographs of the building constructed

(one from the front, one from the back) attested by the

Architect and marked with date and plot number

S2 Notification issued to applicant indicating that application has been

submitted. Applicant issued a receipt as confirmation of submission.

Planning Division Building

Completion plan

Receipt issued to

application

Building Plan

Approval

System/Offline,

depending on plot

size

S3 Application and documents are scrutinized for compliance with the

Building Byelaws and any other technical requirements defined on a

case-by-case basis. In parallel, physical site validations are to be carried

out to verify compliance with Building Byelaws and the approved

building plan within 30 days. In case of multi storey buildings, the work

shall also be subjected to the inspection and clearance of the Chief Fire

Officer, UP Fire Service.

If any mistakes or deviations are found, the relevant Technical Person

signing the submission will be held responsible. The following actions

may be taken:

► First time- Warning

► Second time- Black listed for 1 year

► Third time- Refer to COA/ITPI/MIC for cancellation of

registration

Basis these evaluations, the building plan may be either approved or

returned to applicant for revision.

Planning Division Building

Completion plan

Application

processed, either

approved or

rejected.

Building Plan

Approval

System/Offline,

depending on plot

size



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► In case of approval, the receipt issued in S3 will serve as a

sanction document (Occupancy Certificate). Proceed to S5.

► In case of rejection, application is returned to applicant along

with comments/reason for rejection. Return to S1. The

allottee will be required to pay penalty as required.

Indemnity bond on Rs. 100/- stamp paper duly notarised indemnifying

that construction has been undertaken and completed per the

Authority’s Building Byelaws and the approved Building Plan, and that

all other routine stipulations and requirements of the Authority will be

adhered to.

Allottee, Planning

Division

Approved

Building Plan

Application

Indemnity bond

binds successful

applicant to

terms and

conditions of

Building Byelaws

and approved

building plan

Offline

End: Building plan permit sanctioned/ rejected


► Sample building completion application, along with supporting documentation

► Sample Occupancy Certificate

3.9.8 Planning and management of special projects

Planning and management of Special Projects

In cases, the Planning Division will engage in planning and implementation of designated “Special Projects”, such as major universities (e.g. Gautum Budh

University), recreational/tourist destinations (Night Safari Project), hospitals (Kashi Ram Multi-speciality Hospital) and community/convention centres.



of 248

Based on project type and project size, the Planning Division may elect to hire external consultants via tender, in order to assist with project planning,

management and implementation.

Preceding Process Formulation of Sector Layout Plans

Subsequent Process Project Development (Projects Division)


Start: Requirement for Special Project raised

S1 Estimate/bill of quantities (BOQ) for Special Project prepared. This

estimate will detail scope, requirements, timelines, finances, and

strategies for management of quality, resource, stakeholder,

communications and risk. The Estimate is prepared in either of the

two ways:

1) By the Planning Division

2) Outsourced to a third party consultant through a tendering

process (refer process titled “Tender Management”)

Planning Division - Estimate/BOQ Offline

S2 Estimate forwarded to GM/DGM (Planning) for approval Planning Division Estimate/ BOQ

GM/DGM

(Planning)

signoff

Offline

S3 Estimate forwarded to Technical Cell for checking and validation of

figures

Planning Division Estimate/ BOQ

Technical Cell

validation

Offline



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S4 Approved Estimates forwarded to Technical Committee via

GM/DGM (Planning) for review.

► For projects up to Rs. 2 cr. in value, the Committee will be

comprised of: DGM (Projects), DGM (Finance), DGM

(Planning)

► For projects above Rs. 2 cr. in value, the Committee will be

comprised of: GM (Projects), GM (Finance), GM (Planning)

Projects Division Estimate/ BOQ Technical

Committee

sanction

Offline

S5 Technical Committee findings to be forwarded to sanctioning

authority for Administrative Approval/Expenditure Sanction.

Sanctioning authority is as given below:

► For projects up to Rs. 200 lacs – DCEO/ACEO

► For projects above Rs. 200 lacs - CEO

Technical

Committee

Technical

Committee

sanction

Sanctioning

authority signoff

Offline

End: Project handed over to Projects/Horticulture Division for implementation and monitoring


Nil

3.9.9 Building Design and Landscaping

Building design and landscaping

Once sector layout plans have been formulated, the Building Cell within the Planning Division may be assigned work with respect to design of buildings

purposed for different uses; this work may pertain to any of the following:



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► Preparation of design of housing units for different categories, shopping complexes, community centres, barat ghars, labour housing, offices, group

housing etc., to be constructed by GNIDA

► Interior designing

► Development of standard alternative building designs for standard plot sizes for sale to public

In addition, the Planning Division is responsible for landscape design of the city as a whole, and for particular areas, sectors and projects. The Division is

responsible for preparing arboriculture and plantation plans and handing those plans over to the Horticulture Division for implementation and

maintenance.

Preceding Process Formulation of Sector Layout Plans




Nil

3.9.10 Challenges & Expectations

Major risks/challenges faced by the division

► Internal pendency,

► Lack of notifications on existing online systems,

► Minimal use of GIS



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► Current Building Plan Approval system automatically screens building plans as AUTOCAD drawings before converting them to PDF format. At

present, this PDF file is manually reviewed by the Sr. Ex. (Architecture) for second level approval. This manual process requires an extra 5-7 minutes

per building plan, creating an inefficiency in the work process.

Key expectations from the new system

► Facility for review of road geometrics and real time tracking of traffic patterns – this functionality should be able to flag instances of specific

junctions/roads exceeding a certain capacity threshold (e.g. 70-80%)

► Integration with bus network – functionality should show real time location of bus routes, stops, etc.; should be linked with Urban Services

► Real-time tracking of signage (as per planned/marked locations) – current process requires manually verifying whether signage plates are vacant

or not

► Integration with existing Building Plan Approval platform, else creation of a fresh module to facilitate the same

► Cross-divisional transparency – pendencies, approvals and audit trails to be viewable across divisions

3.2 Overview - Land Division


1 Department Name Land Division




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The Land Division is responsible primarily for the acquisition and resumption of land, which refers to the process by which the government in Uttar

Pradesh acquires private land and resumes Gaon Sabha (village) land for the purpose of industrialisation, development of infrastructural facilities or

urbanisation of the private land, and provides compensation to the affected land owners and their rehabilitation and resettlement. In the context of

GNIDA, the land to be acquired is identified by the Planning Division and the land division is then responsible for maintenance of records related to

those acquisitions, resumptions, verification of Shajra imposition plans1, relevant revenue records and displaced farmer lists, execution of the land

acquisition procedure and coordination for disbursement of compensation to land owners. The acquisition process may be undertaken in one of two

ways:

► Acquisition of land from land owners – proposal based, wherein a proposal is routed through several levels of evaluation at the ADM, DM,

Board of Revenue, and State Government level before the handover of land to the acquiring body, i.e. the Authority, can be facilitated

1 Detailed village maps, used primarily in issues of land management, ownership and administration

ACEO/DCEO

Tehsildar

[Survey] Amin

Tehsildar

[Survey] Amin

Tehsildar

[Survey] Amin

Tehsildar

[Survey] Amin

Land Consultant

Officer on Special Duty

(Land)



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according to provisions contained in the Right to Fair Compensation and Transparency in Land Acquisition, Rehabilitation and Resettlement

Act, 2013 (Act No. 30 of 2013)

► Acquisition of land from land owners – direct purchase, when the Authority prefers to circumvent the proposal channel, they may engage

with farmers directly for acquisition of their land. In such cases, a general requirement for land is published, and farmers approach the

Authority directly to indicate interest in selling their land.

► Resumption of Gaon Sabha (village) land and transfer of State Government land


► Universal File Tracking System (FTS)

3.9.1 Acquisition of Land from land owners – proposal based

Acquisition of land from land owners – proposal based

The land acquisition- proposal based process involves users within the Authority (Land, Finance, Marketing), the sub-division and district level authorities

(DM, ADM (Land), SDM), revenue authorities (Collector, tahsildars) and the State Government (Industries Dept., et al). Here in, a proposal is routed to the

State Government (viz. Industrial Development) through several levels of evaluation at the ADM, DM and Board of Revenue level before the handover of

land to the acquiring body, i.e. the Authority, can be facilitated.

Preceding Process Identification of land for acquisition and survey (Planning Division)

Subsequent Process Formulation of sector layout plans (Planning Division)


Start: Requirements for land acquisition formulated by Planning Division



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S1 Land acquisition requirement submitted to CEO’s office in a the form of a

note from the Planning Division

G.M. (Planning) Note containing

Khasra numbers 2

and village details

of farmland to be

acquired

- Offline

S2 Land acquisition requirement forwarded to CEO for internal

approval

ACEO/DCEO Land acquisition

requirement

CEO signoff Offline

S3 Formulation of proposal document by Land Division. The following

information is annexed to the proposal: Village name, khasra numbers,

land area in hectares of each khasra, village-level map etc.

Survey Amin – Land

Division (GNIDA)/

Tehsildar

Village name,

khasra number(s),

khasra-wise land

area(s), village

map

Proposal

documents

Offline

S4 Proposal forwarded to CEO for internal approval OSD (Land) Proposal

documents

CEO signoff Offline

S5 Proposal submitted to office of ADM (LA) as a file along with schedule, map

on prescribed pro forma.

ACEO/DCEO, OSD

(Land), Tehsildar,

Land consultation

Proposal

documents

- Offline

S6 Proposal examined by ADM (LA); demand calculations made at 10% of

current land rate (10% acquisition charge) in order to adjudge amount of

the initial deposit to be made by the acquiring body

ADM (LA) Proposal

documents, land

rates

- Offline

2 A unique identification number for a plot of agricultural land, specifying land and crop details, as well

as plot measurements, ownership, etc.



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S7 Proposal evaluated by Survey Amin against prescribed parameters. Amin

to conduct physical site visit to validate compliance with fixed norms, such

as:

► Land should not be in the name of by government

► Land should not be in the name of Gaon Sabha

► Details of any structures (e.g. buildings, trees) currently present

on the prescribed plot of land

Evaluation is conducted against 23 points laid out by the Board of Revenue.

Post-evaluation, the Survey Amin files a report detailing findings from the

visit, and submits to the reporting Tehsildar.

Survey Amin (Land

Division – GNIDA) in

consultation with

representatives

from Planning and

Projects Divisions

Findings from

survey visit,

khasra numbers

Evaluation report

(in prescribed

format – annexed)

Offline

S8 Tehsildar signs off on report from physical survey/evaluation of land. Tehsildar (Land

Division – GNIDA)

Evaluation report Tehsildar signoff Offline

S9 Proposal evaluated by Sub-Divisional magistrate; final evaluation report

written and filed. This report constitutes the final level of approval for the

proposal.

SDM Proposal

documents,

Tehsildar report

SDM signoff Offline

S10 Deposit of 10% of total cost of land (as per current land rates) made out by

the acquiring body (GNIDA) to district authorities (ADM (LA))

Land Division

(GNIDA), Finance

Division (GNIDA)

Area of land to be

acquired, land

rates

Advance paid to

ADM (LA)

Offline

S11 Proposal recommended to Director (Land Acquisition), Gov’t of Uttar

Pradesh, by ADM (LA)

ADM (LA) Proposal

documents, letter

of approval from

ADM (LA)

- Offline



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S12 Director (Land Acquisition), Gov’t. of Uttar Pradesh examines proposal Direct (LA),

Government of U.P.

Proposal

documents

- Offline

S13 Either of the two things many happen:

1. If the proposal is found satisfactory post evaluation, it is forwarded to

Department of Industrial Development, Government of U.P. for issue

of notification of acquisition. Proceed to S14.

2. If the proposal is found lacking, referred back to concerned Collector

for clarifications and resubmission of proposal (Process from S4

onwards repeats)

Department of

Industrial

Development, Gov’t

of U.P.

Proposal

Documents

Notification u/s

11 – if forwarded

as approved

Offline

S14 Notification published in 2 local newspapers by the Marketing Division

(GNIDA). Notification forwarded to ADM (Land) for issuing of notices in

concerned villages

Land Division

(GNIDA), Marketing

Division (GNIDA),

ADM (Land)

Notification u/s

11

- Offline

S15 Deposit of 70% of estimated cost to be paid to ADM (Land), along with 12%

additional compensation

Land Division

(GNIDA), Finance

Division (GNIDA)

To be determined

by ADM (LA)

under provision

of Sec. 26-30 of

Act

- Offline

S16 Recommendation for Notification u/s 19 made to State Government ADM (Land) via

Director (Land

Acquisition)

Satisfactory

proposal, receipt

of fees, issue of

Notification u/s

11

- Offline



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S17 Proposal for Notification u/s 19 to be sent to Industrial Development

Department., Gov’t of U.P.

Collector Proposal

documents

- Offline

S18 Statement prepared for disbursement of at least 80% of compensation to

farmers

ADM (Land) - Form 11 Online

S19 >80% of land compensation paid out to farmers either via cheque or RTGS Finance Division

(GNIDA), Land

Division (GNIDA)

Form 11/11CC - Offline

S20 Notification u/s 19 issued by State Government, published in 2 local

newspapers by the acquiring body (GNIDA).

Land Division

(GNIDA), Marketing

Division (GNIDA)

Notification u/s

19

- Offline

S21 Notice of acquisition of land u/s 21 issued to farmers by ADM (LA). ADM (Land

Acquisition)

Notification u/s 9 - Offline

S22 Balance 20% of land compensation paid out, in addition to:

► Land Acquisition Charges

► Land Revenue for acquired land

Notification and disbursement of compensation are to be completed

within 3 months award of land O\R within 8 months of issue of Notification

u/s 4(17) (S5)

Finance Division

(GNIDA), Land

Division (GNIDA)

- - Offline

S23 Land awarded to acquiring body (GNIDA) within a period of 12 months from

the date of notification u/s 19.

DM/ Commissioner/

Board of Revenue

- - Offline

End: Land handed over to GNIDA – land ready for Sector Layout Planning and allotment/development by the relevant entity



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► Sample proposal document

► Sample of notification u/s 11



3.9.2 Acquisition of Land from land owners – direct purchase

Acquisition of Land from land owners – direct purchase

In some cases, the Land Division will elect to circumvent the standard proposal-based process of land acquisition routed detailed in Section 1.1.1, and

instead approach and engage with farmers directly for purchase of their land; this has the additional benefit of saving the Authority the marginal amount

that would otherwise be paid out in deposits to the district authorities. The emphasis in this process is on record verification and independent evaluation

of the plot/land in question. All processes listed herewith are executed as per directives contained in Government Order No. 314/77-3-16-163M/15, dated

February 23, 2016. Post issuance of a notification u/s 11, compensation is disbursed within 8 months, and land is typically handed over within 3 years.

Preceding Process Identification of land for acquisition and survey (Planning Division)

Subsequent Process Formulation of sector layout plans (Planning Division)


Start: Requirements for land acquisition formulated by Planning Division

S1 Land acquisition requirement submitted to CEO’s office in a the

form of an office note from the Planning Division

G.M. (Planning) Office note containing

Khasra numbers and

village details of

- Offline



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farmland to be

acquired

S2 Land acquisition requirement forwarded to CEO for internal

approval

ACEO/DCEO Land acquisition

requirement

CEO signoff Offline

S3 Requirement to be verified with 1359 Fasli/Jild Bando Bast –3 i.e.

verification of village name against khasra numbers, as maintained

in land records. This process takes a week’s time.

Survey Amin/

Tehsildar (Land

Division, GNIDA)/

OSD (Land)/ Land

Consultant

Land acquisition

requirement, land

records

- Offline

S4 Post verification, the said requirement is sent to ACEO for approval Land Division Land acquisition

requirement verified

ACEO signoff Offline

S5 Requirement is sent to Marketing Division for publishing in 2 local

newspapers, post approval of publication content by ACEO

Marketing Division Land acquisition

requirement, ACEO

signoff

Publication of notice

in newspaper

Offline

S6 Within 15 days of publication of notice as detailed in S5, farmers

willing to sell their land to submit Letters of Intent (LOI) at GNIDA

reception. LOI may be submitted in a standard format, but are

usually submitted in a non-standard format of 4-5 lines, together

with village name, khasra number, area in hectares of saleable land,

and revenue records (khatauni)

Land owners

(farmers)

Publication of notice

in newspaper

LOI from land owners

(farmers)

Offline

3 Old land records used for the purpose of manual verification of farmland and details thereof.



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S7 Physical copies of LOI are marked to CEO/ACEO, manually

delegated by respective officer to OSD (Land) for action

CEO/ACEO LOI from land owners

(farmers)

Cases delegated to

OSD (Land)

Offline

S8 Case forwarded to Tehsildar for action OSD (Land) Case/application

submitted by farmers

- Offline

S9 Proposal evaluated by Survey Amin against prescribed parameters.

Amin/Tehsildar to conduct physical site visit to validate compliance

with fixed norms, such as:

► Land should not be in the name of gov’t

► Land should not be in the name of Gaon Sabha

► Land should not currently be involved as collateral in any

outstanding loan/debt

► Details of any structures currently present on the

prescribed plot of land

Post-evaluation, the Survey Amin files a report detailing findings

from the visit, and submits to the reporting Tehsildar.

Survey Amin (Land

Division – GNIDA)

Findings from survey

visit, khasra numbers

Evaluation report (in

prescribed format –

annexed)

Offline

S10 Affidavit and indemnity bond to be signed on stamp paper,

affirming that the land in question belongs to the individual(s) who

submitted the LOI for sale of land, as well as validating khasra

numbers and land area.

► In parallel, the farmer provides a search certificate verified

and signed by the sub-registrar. This certificate details the

last 12 years of ownership history of the concerned land.

Farmer Affidavit, indemnity

bond (examples

annexed)

- Offline



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S11 ► List of land to be acquired forwarded to ACEO for approval OSD (Land) List of land to be

acquired


S12 Post ACEO approval, the same land listing is published in local

newspapers

Marketing Division List of land to be

acquired, incl. khasra

numbers

- Offline

S13 Basis publication of khasra numbers up for acquisition, objections

may be raised as letters submitted to GNIDA against any of the

acquisitions. Complainants have 15 days to object post issuance of

notification u/s 4(17).

IF objections are raised, proceed to S13

ELSE Move directly to S15.

Land Division

(GNIDA), ACEO

List of land to be

acquired, incl. khasra

numbers, Objections

and details thereof (if

applicable)

- Offline

S14 A hearing is convened by the Land Division (GNIDA), at which

objection(s) are heard by OSD (Land)

Land Division

(GNIDA)

- - Offline

S15 Report to be compiled and submitted to ACEO for final decision Land Division

(GNIDA)

Hearing report Decision on whether

to acquire land in

objection

Offline

S16 Valuation report generated on the basis of the following inputs:

► Compensation for land calculated at the standard land

rate (currently @ Rs. 3,500/sq. m)

► Stamp duty @ 5% of total land value

► Fixed registration fees

Survey Amin Standard land rates,

land area

Valuation report Offline



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S17 Valuation report submitted to Tehsildar for first-level consultation

and approval. Any corrections are made by the reviewer and are

forwarded to for the next level of approval along with the report.

Survey Amin Valuation report Tehsildar signoff Offline

S18 Valuation report forwarded to OSD (Land) for second-level

consultation and approval. Any corrections are made by the

reviewer and are forwarded to for the next level of approval along

with the report.

Tehsildar Valuation report OSD (Land) signoff Offline

S19 Valuation report forwarded to ACEO for third-level consultation

and approval. Any corrections are made by the reviewer and are

forwarded to for the next level of approval along with the report.

OSD (Land) Valuation report ACEO/DCEO signoff Offline

S20 Valuation report forwarded to GM (Finance) for fourth-level

consultation and approval. Any corrections are made by the

reviewer and are forwarded to for the next level of approval along

with the report.

ACEO/DCEO Valuation report GM (Finance) signoff Offline

S21 Valuation report returned to Tehsildar for necessary action. Entire

process from S15-S20) requires 1 week.

GM (Finance) Valuation report - Offline

S22 Valuation report forwarded to CEO for financial approval – within

15 days of receipt of report from Finance.

OSD (Land) Valuation report CEO signoff Offline

S23 Land Division initiates possession process by taking possession

letter from farmer, as per prescribed format.

Land Division

(GNIDA)

- Possession letter Offline

S24 Parallel signoffs on acquisition required from Land and Projects

Divisions

OSD (Land), GM

(Projects)

Possession letter OSD (Land) and GM

(Projects) signoffs

Offline



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S25 Documentation filed and forwarded to Finance Division for

disbursement of compensation to farmer

Land Division

(GNIDA)

- - Offline

S26 Purchase money to be disbursed in one of the following ways:

► RTGS transfer

► Cheque

In the case of purchase money being disbursed via cheque,

payment is made on three levels:

► Cheque for registration fee, made out in the concerned

Amin’s name

► Cheque for stamp duties (5% of land value), made out in

name of Chief Treasury Officer

Cheque for purchase money for land, made out directly in the name

of the selling farmer

Finance Division

(GNIDA)

Offline/RTGS

S27 In case of cheque disbursement, letter is sent to Amin and CTO

along with cheque to make stamp paper available.

After 3 days, stamp paper is collected by Amin from CTO

Land Division Letter of intimation

along with cheque

Stamp Paper Offline

S28 Execution of sale deed between farmer and Amin Sale Registrar Executed sale deed Offline

S29 Mutation by Tehsildar in Tehsil office after 35 days of execution of

sale deed

Tehsildar Sale deed Mutation Offline

End: Land handed over to GNIDA – letter is sent by Tehsildar to Projects regarding the land acquisition




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► Sample LOI for sale of land

► Sample valuation report

3.9.3 Resumption of land

Resumption of land

In some cases, the Authority may seek to forgo the traditional acquisition process (i.e. via proposal or direct purchase) and instead initiate a compulsory

acquisition process, known as land resumption. Gaon Sabha and/or government land situation in between parcels identified for acquisition is categorized

separately, and may not be acquired through the channels mentioned in Processes 4.2.1 and 4.2.2. Proposals for resumption of land are presented pro

forma and sent to the office of the District Collector for recommendation and award of land as per provision of the Revenue Code, 2006.



Nil



► Due to RTGS mechanism for payment of compensation to farmers, there may be cases where there is a delay in processing payments to farmers.

This creates a risk that the farmer is not present for execution of sale deed, causing losses to the authority




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► Instead of RTGS mechanism for compensation payment to farmers, payment via mode of cheque should be in place where complete details

regarding the farmer is available

3.3 Overview - Property, Institutional, IT, Builders, Commercial, Industry Division


1 Department Name Property Division, Institutional Division, IT Division, Builders Division, Commercial Division, Industry Division,

6% Abadi Division



All of the above divisions are responsible for the entire land allotment cycling and maintaining computerized records and accounting with regard to

the property falling under their respective vertical, including follow up action relating to:

CEO

ACEO

HOD (Property)

ResidentialBuilt-up Housing

Group Housing

HOD (Institutional)

HOD (IT)HOD

(Builders)HOD

(Commercial)HOD

(Industry)HOD (6% Abadi)



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► Scheme formulation and allotment

► Registration of property (execution of Lease Deed)

► Alottee services (18 services including sub-leasing, mortgage, transfer of lease, cancellation, etc.)

► Collection of fees/dues


► Office Automation (Property Management software)

► Online allottees services for post allotment services (mortgage, one-time payment, others)

► Web based allottee account information

► Universal File Tracking System (FTS) (Common)

► Integrated Grievance Redressal system (IGRS) (Common)

► Grievance Portal (Common)

3.9.1 Scheme formulation and processing

Scheme formulation and processing

Schemes terms and conditions are detailed documents drafted by Marketing Division using inputs from and in consultation with respective divisions (for

terms and conditions and planning) for allotment of identified vacant or newly carved out sector layout land. The scheme document typically includes the

following:

► General terms and conditions for application and allotment

► Specific terms and conditions for published plots as per planning norms

► Names/particulars of bank branches and other places authorized to sell application forms



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► Amount required for registration

► Payment plan

► Details of penalties for non-compliance with scheme timelines and/or terms and conditions

► Dates of opening and closing of the scheme, etc.

► Application forms as annexure

There are two types of schemes. Open-ended schemes are floated on an ongoing basis – applicants for allotment may apply on a rolling basis under the

scheme’s conditions and the authority has to process the application within the stipulated time period as per the terms and conditions of the respective

scheme. Closed-ended schemes are floated with a specific opening and closing date, during which applicants may submit forms along with all requisite

documents. Once documents are submitted, applications are reviewed by an Allottment Committee chaired by the ACEO/DCEO and composed of the

following users:

► Head of department (HOD) for the relevant property division (e.g. Residential, Commercial, Institutional)

► GM (Finance) OR other designated HOD

► GM (Planning) OR other designated HOD

► GM (Legal) OR other designated HOD

► GM (Projects) OR other designated HOD

Post consultation by the committee, final allotments are made in one of four ways and the successful allottee is issued an Allotment Letter:

► On a draw basis, where chits are drawn manually from a pool of all successful applicants

► On an interview basis, where all applicants are interviewed by the aforementioned Allotment Committee

► On a tender basis, where applicants must submit a technical qualification bid as well as a price bid as per standard tender process

► On an auction basis, where applicants are selected only on a price bid basis



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Preceding Process Sector Layout Planning (Planning Division)

Subsequent Process Registration of Property (execution of Lease Deed)


Start: HOD of a given Division requests details of available land

S1 Scheme in-charge designated. The Scheme in-charge holds

accountability for the entire value chain of the scheme, including

collection of applications, validation of data, making arrangements

for the draw, etc.

Head of Dept. - - Offline

S2 Basic information of unallocated plots under the 6 different

property verticals- Builders, Commercial, IT, Institutional,

Residential and Group Housing, are forwarded (category/sector-

wise) to Property Division on an as-is-where-is basis. This is used as

a data input for scheme formulation.

Details of left over plots (vacant land, cancelled allotments,

forfeitures, etc.) are generated in parallel by the relevant Property

division. The two lists are cross-checked and consolidated. This is

done on an as-is-where-is basis.

Planning Division

Misc. (Sector

name, area of

plots/houses

etc.)

Specification

for

formulation

of new

schemes

Offline



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S3 Consolidated list of available property compiled forwarded to

Finance Division for costing inputs and rate evaluation and Project

division for built up inputs

Respective

Division, Planning

Division

Details of

available

property

Costing

inputs

Offline

S4 Costing inputs forwarded to Property Division for scheme

formulation

Finance Division Costing inputs - Offline

S6 Formulation of Allotment Committee:

► ACEO/DCEO

► GM (Property) / Head of dept.

► GM (Finance) / Head of dept.

► GM (Planning) / Head of dept.

► GM (Legal) / Head of dept.

► GM (Project) / Head of dept.

Respective

Division

Allotment

Committee

formulated

Offline

S7 The scheme is formulated on the basis of the Annual Action Plan

and/or availability of plots as stated by Planning and Property

Divisions. The scheme is written in the form of a detailed document

that includes-

► Terms and conditions for application and allotment

► Names/particulars of bank branches (selected by Finance

Division) and other places authorized to sell application

forms

► Amount required for registration

Marketing Division

with inputs from

Respective

Division,

Finance Division

(for selection of

banks and

finalization of

costing)

Annual action

plan/

availability of

plots

Scheme Offline



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► Payment plan (prepared on Excel listing out the

instalments to be paid over a period of time). Payment plan

calculated against total land premium, i.e. land rate (either

as per standard land rate or as per successful bid rate)

multiplied by plot area.

► Details of penalties for non-compliance with scheme

timelines and/or terms and conditions

► Dates of opening and closing of the scheme, etc.

► Application forms as annexure

S8 Scheme document forwarded for internal approval.

► In case of completely new schemes, the scheme document

is forwarded to the Board for review and approval. The

decision to take the approval from the Board is taken by

the CEO on a case to case basis.

► In case of existing schemes and/or schemes with some

level of precedent, the scheme document is forwarded to

the CEO for approval

Respective

Division

Scheme

document

CEO/Board

signoff

Offline

S9 Approved scheme forwarded to Marketing Division for publication

in local newspapers and for circulation of scheme documentation

and application forms to banks. Simultaneously, approved scheme

forwarded to Systems Division for publication on Authority

website.

Respective

Division

Scheme

document

Scheme

document

handed over

to Marketing

Offline



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S10 Scheme published in local newspaper and website for public

information, circulated to banks for distribution of applications

Marketing

Division/ Scheme

in charge

Scheme

details,

application

form

- Offline/Online

S11 Individual banks to consolidate applicant details for applications

received at that bank. Banks to forward details of successful

applicants in soft & hard copy (i.e. those who have submitted

completed application forms with all the required documentation,

as specified in the scheme document) to the Property Division for

allotment.

Banks Received

application

forms and

documents

List of

successful

applicants

forwarded to

GNIDA

S13 Post closure date of the scheme, allotment to occur in one of 4

ways, as specified in the original scheme document:

► Draws conducted to select allottees from list of eligible

applicants. The draw shall be conducted by the scheme in-

charge and all arrangements pertaining to the draw will be

made as necessary by the Property Division (in case of

Residential plots)

► Bids entertained through open tender (in the case of,

Builders, Group Housing)

► Auction process

► Interview process conducted by members of the defined

Allotment Committee. Purpose of interview is to

Scheme in-charge Final shortlist

of applicants

List of

allotments

finalized

Property

management

software

In case of draws,

offline



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corroborate details put forward in application (in case of

Institutional plots)

S14 List of successful applicants compiled and submitted to approval

to:

► Members of Allotment Committee

► ACEO

► CEO

Respective

Division

- CEO signoff Offline

S15 Following approval, the following processes are initiated:

► List of successful applicants forwarded to Systems Dept.

for publication on website

► For unsuccessful applicants, process to refund cheques is

initiated by sending file to Finance division. Finance

division prepares refund cheques prepared for

unsuccessful applicants.

Respective

Division, Finance

Division, banks

List of

unsuccessful

applicants

Refunds paid

out to

unsuccessful

applicants

Property

management

software

S16 List of successful applicants displayed on the website for public

notification

System Division Draw results List of

successful

allottees

published

Online (website)

S17 Allotment Letter is issued to the successful allottees along with

payment plan (as per the scheme document) via post

Respective

Division

Receipt of

acceptance

payment from

allottee

Allotment

letter

Offline



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S18 Upon issuance of the Allotment Letter, allotment money as a

percentage of total land premium (as specified in scheme

document) is payable to the Authority via direct deposit or RTGS.

Allotment money is payable within the stipulated time period of

issuance of allotment letter. If amount is not paid, the allotment is

liable to be cancelled.

Allottee Allotment

Letter

Deposit paid Direct Deposit/ RTGS

End: Data and files of successful allottees transferred to designated scheme in-charge


► Sample Scheme Document

► Sample Allotment Letter

3.9.2 Registration of property (execution of Lease Deed)

Registration of property (execution of Lease Deed)

Registration of property is the formal process through which an allottee can claim ownership/ lease of the said property. Registration of property is carried

out by executing a Lease Deed, which is a legal document that lays out the prescribed terms and conditions under which the property is leased out. Lease

deed must contain information about the lessor, lessee, tenure of lease, lease payments payable and other terms to be followed by the lessee and lessor

during the lease term. Registration of property can only be undertaken once an Allotment Letter has been issued to the successful allottee, and allotment

money has been received within the prescribed timelines.

Preceding Process Scheme formulation and processing

Subsequent Process Allottee Services



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Start: Allotment letter issued to allottee as well as Lease Plan received by Project Dept (post approval by Planning, Law and Land)

S1 List of formalities to be completed before registration of plot

to be consolidated into a checklist and forwarded to the ACEO

for approval. Checklist of documents and fees is as follows:

► Bank challan of ramp charges

► Bank challan of Lease Rent

► Bank challan of processing charges of Rs. 5000/-

► Stamp papers of the required denomination

► 5 Photographs duly attested by a Gazetted Officer or

the Banker

► 2 Signatures duly attested by a Gazetted Officer or

the Banker

► Late registration fees (if due) equal to 1% of the total

cost of the plot.

► Any other penalty/fees as approved for a particular

scheme in certain circumstances

Respective

Division

Formalities to be

compiled into registry

checklist

ACEO signoff on

checklist

Offline



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S2 Relevant Division to send approved checklist to successful

allottees for the scheme along with Lease Deed draft and rate

chart of requisite fees and stamp papers.

Scheme in-

charge

- Checklist of

documents and

fees, lease deed

draft

Offline

S3 Allottee to provide details to Property Division with

documents and fees in line with checklist.

Allottee Checklist for registry of

property, requisite

fees and documents

- Offline

S4 Number slips issued to allottees submitting applications with

all required documentation and fees. On the basis of these

number slips, cases are taken up by the Scheme-in-Charge for

review and registration

Scheme-in-

charge

Checklist for registry of

property, requisite

fees and documents

Number slip Offline

S5 Case files processed as per token numbers listed on number

slips. If status of payment dues, name, address, signatures

and fees is satisfactory, then the file is approved for

registration via a note indicating the same on the case file. If

not, then the file is returned to the allottee for revision.

Scheme-in-

charge

Checklist for registry of

property, requisite

fees and documents

Scheme-in-charge

signoff

Offline

S6 Case file to be signed by Registration Officer on behalf of the

Authority, as well as allottee

Registration

Officer, Allottee

Signatures provided on

case file

File validated for

registration

Offline

S7 File forwarded to Scheme-in-charge for the purpose of

moving case forward towards execution of Lease Deed.

Registration

Officer

File validated for

registration

File forwarded to

Scheme-in-charge

Offline

S8 Lease rent to be paid via direct deposit or RTGS transfer in

line with payment plan:

Allottee Payment plan as

prescribed in scheme

Lease rent paid out Offline



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► Instalments in the amount prescribed in payment

plan

► Lease rent

document/allotment

letter

S9 Finance division to confirm that due amount has been paid

by the allottee and all future dues are correctly depicted

Finance Division Lease rent paid out Confirmation Offline

S10 Execution of Lease Deed Respective

Division

Lease Deed Signed Lease Deed Offline

End: Scheme-in-charge to add file to records and facilitate execution of Lease Deed


Nil

3.9.3 Allottee Services

Allottee Services

Once a property is registered to an allottee, the allottees may avail one or more of several services available via the GNIDA departments- Property, Builders,

Commercial, IT, Institutional, Industry etc. These include a total of 18 services which may be permissions (e.g. rent permission, mortgage permission,

sublease permission), affirmations/attestations (e.g. functional certificate, no dues certificate), as well as services that automatically trigger upon fulfillment

or non-fulfillment of certain criteria (e.g. cancellation of plot, re-scheduling of payments). Services are initiated as formal requests made by the allotttee

to the Authority.

Preceding Process Registration of property (execution of Lease Deed)



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Subsequent Process Collection of fees/ dues


Start: Allottee has need of post-allotment service

S1 Application for permission or request for

certificate is submitted by the allottee to the

Property Division.

Allottee Application for

permission/request for

certificate

- Offlline

S2 Application is review and approved/ rejected at

the following levels:

► GM (Property)/ Head of Dept.

► ACEO

► CEO

In some cases, approvals are given basis

ommittee consultation (e.g. Rescheduling of

payments)

Respective Division Application for


certificate

Approved application

and/or request

Offline

S3 Post approval from CEO, a Sanction Letter or the

required certificate is issued to the allottee

Respective Division Application for


certificate

Issuance of sanction

letter/certificate

Offline

End: Service executed



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Nil

Services: Services offered to allottees are governed by the vertical under which the allotment was made (e.g. Residential, Commercial,

Institutional), as well as the specificities laid out in the scheme document. These inputs specify what services and actions are allowed on a plot,

e.g. sub-leasing is allowed on Group Housing and Builders plots, but not on Residential plots.

# Service Description/ Variation Buil. Com Res GH IT Inst. Ind.

1 Sub-Leasing ► Once the Completion Certificate for a plot has been issued,

Allottees may submit an application form to sublet units to third

party buyer(s)

► Process followed as given above (Allottee services)

► Designated final approving authority – CEO

✓ ✓ ✓

2 Rescheduling of

payments

► Following the sanction of a moratorium/zero period on payments,

usually following default and successful appeal, an allottee may

request reschedulement of payment plan

► Case considered by Reschedulement Committee chaired by ACEO

- also includes GM (Finance), GM (Projects), relevant HOD, GM

(Planning), GM (Law);

► Designated final approving authority – CEO

✓ ✓ ✓ ✓ ✓



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3 Transfer of

Lease/ Sublease

► Allottees may transfer lease to another party. Transfer charges are

levied in line with current policy. If transfer is to a blood relative,

no charges are levied.


► Designated final approving authority – HOD

✓ ✓

4 Surrender ► The allottee has the right to surrender a plot at any time


✓ ✓ ✓ ✓ ✓ ✓ ✓

5 Changes in

Constitution

(CIC)

► If the allottee is undertaking a change in constitution/name, they

must intimate this to the Authority in advance


✓ ✓ ✓ ✓ ✓

6 Changes in

Shareholding

(CIS)

► If the allottee is undertaking a reconstitution of its Board and/or

shareholding, they must intimate this to the Authority in advance


✓ ✓ ✓ ✓ ✓

7 Mutation ► In case of the demise of an allottee or a sub-lessee, the allottee

must intimate this to the Authority in order to have the name on

the lease/sub-lease deed changed as required.


✓ ✓ ✓ ✓ ✓ ✓ ✓



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8 Mortgage

permission

► Buyers are required to file for mortgage permissions before

seeking home or building loans. There are two possible

documentary inputs:

► Project loan from bank, approved by the signing authority from

GNIDA (ACEO). This is granted directly to the buyer.

► No-objection certificate (NOC) – given directly to the builder

(allottee) following approval from the ACEO, affirming there is no

objection if they directly issue mortgage permissions to their

buyers

► Approving Authority – Manager in Concerned Division

✓ ✓ ✓ ✓ ✓ ✓ ✓

8 Time extension

for Construction

► One component of the approved building plan is a phase-wise

construction timeline. If amendments or extensions are required

to this timeline, allottees may request the same.


✓ ✓ ✓ ✓ ✓ ✓ ✓

10 Time extension

for Lease Deed

► In case of a requirement wherein the duration of the lease needs

to be extended, the allottee may apply for an extension of the

Lease Deed


✓ ✓ ✓ ✓ ✓ ✓ ✓



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11 Change of

Address

► In case of change of address of the allottee or sub-lessee, allottee

may submit an application to the same effect, along with proof of

change of address


✓ ✓ ✓ ✓ ✓ ✓ ✓

12 Rent Permission ► Following issuance of occupancy certificate, an allottee wishes to

rent built-up property to a third party, he or she may do so after

submitting and having a request approved.


✓ ✓

13 Joint Name ► If an allottee wants to include the name of his or her spouse or

some other person in the Lease Deed, he or she must submit a

request in the prescribed format.


✓ ✓

14 Restoration of

Allotment

► In case of cancellation of plot, the allottee may submit a request

for restoration/revival of allotment. In case of cancellation,

allottee is required to appeal along with written justification for

noncompliance.


✓ ✓ ✓ ✓ ✓ ✓ ✓



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15 No dues

certificate

► Allottee may request a certificate attesting that no dues (principal,

interest, penalties, etc.) remain outstanding at the time of request


✓ ✓ ✓ ✓ ✓ ✓ ✓

16 Issue of

Functional

Certificate

► At any point post approval of building plan, the allottee may apply

for a functional certificate indicating that the functional elements

of the plot (e.g. water connection, electrical connection) are in

place


✓ ✓ ✓ ✓

17 Issue of

Duplicate

Papers

► In case an allottee requires a duplicate document, he or she may

request the same as needed


✓ ✓ ✓ ✓ ✓ ✓ ✓

18 Refund of

Excess Amount

► If an allottee has made a payment in excess of the amount that

should have been paid, that allottee may submit a request for

refund of that excess amount


✓ ✓ ✓ ✓ ✓ ✓ ✓

3.9.4 Collection of fees/dues

Collection of fee/dues

Post allotment of plots, the approved list of allottees is forwarded to the in-charge of the scheme along with data and all files.



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Preceding Process Issuance of Lease Deed (Property Division)

Subsequent Process Not applicable


Start: Allottee of GNIDA

S1 Collections calculated/ maintained against each allottee on an

ongoing basis by the Scheme-in-charge along with the support of

Scheme Assistants. Payments are made out to GNIDA via direct

deposit and/or RTGS transfer as per the Payment Plan:

► Collection of instalments

► Interest

► Penal Interest

► Other charges/recoveries as necessary

► Statutory taxes/fees

► Transfer charges

► Revival charges

► Forfeitures

Scheme-in-

charge, Banks

Details laid out

in allotment

letter

Collections

made

Offline /

software



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The banks authorised by the Finance division for collection will have

a separate account for each scheme.

S2 A summary statement (scheme and sector wise) of all collections is

submitted to the Finance division on an as-is-where-is basis.

If payment is made on time, then process ends at S2. In the event of

non-payment, default or any other non-compliance with the terms of

the approved building plan and/or Lease Deed, proceed to S3.

Scheme-in-charge Monthly

summary

statement

Financial vetting Offline

S3 In the event of non-payment, default or any other non-compliance

with the terms of the approved building plan and/or Lease Deed,

penalties may be incurred and the Lease Deed may be cancelled

outright. Typically, default notices are generated are sent to the

allottees on a monthly basis.

Respective

Division

Has allottee

defaulted

and/or violated

terms of lease

deed?

Incur penal

charges and/or

cancellation of

Lease Deed

Offline

S4 If allottee does not reply within prescribed time, scheme-in-charge to

submit details (monthly) as part of the Authority Report of Forfeitures

to Manager (Property Division) for approval

Scheme-in-charge Authority

Report of

Forfeitures

- Offline

S5 In case of multiple defaults, Forfeiture notice will be sent to all

defaulters by the scheme-in-charges after seeking approval from

ACEO or as per the current policy

Scheme-in-charge Forfeiture

notice

- Offline

S6 Post approval, forfeitures/ cancellation will be carried out. Scheme-in-charge Cancelled/

Forfeited lease

Cancelled/

Forfeited lease

Offline



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End: Dues collected/ Default notice generated/ Forfeiture carried out


Nil



► Preparation of multiple payment plans: In addition to the payment plan issued along with the scheme document, the division has to prepare an

additional payment plan in case an allottee defaults in making timely payments. There runs two separate payment schedules, one which is issued

originally at the time of lease plan and other for the dues defaulted by the allottee.

► Multiple revisions in Payment plans: This happens due to one of the following reasons:

o In case the allottees default in the payments of his dues as per the above two schedules, then the division might have to prepare two

separate future payment plans w.r.t the original plans.

o If any farmer wins an appeal in Court for higher compensation on the land allotted to allottee, then the division is responsible for preparing

another payment plan for the recovery for compensation to be paid to farmers/villagers.

o In case a project could not be completed timely owing to court’s stay order, farmers’ protest etc., this leads to granting of a “ZERO PERIOD”

i.e. the period for which the lease rent or interest may not be collected from the allotted. The induction of zero period leads to revision in

payment plans.


► Real time updating of data relating to allottees/ properties

► Automatic calculations relating to lease rent/premium without involvement of lengthy approval channels



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► Minimum public interaction for basic clerical work (e.g. updating of records etc.)

► Online payments for allotment under schemes

3.4 Overview - Projects Division


1 Department Name Projects Division



GM (Projects) - 2

DGM (Projects) - 2

Work Circles (1 to 10)Electric &

Mechanical (E&M) units - 1,2, 3

University & Electrical (UE)

Work Circle

Work Circle University (U)

Technical Cell -Civil

Technical Cell -Electrical

Tender Cell Urban Services



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The division is responsible for completing engineering functions including surveys, detailed estimates, time scheduling, appointment of contractors,

supervision of construction, bill verification and development of properties and infrastructure under schemes. The project division functions through

10 individual work circles. The responsibilities of the Project Division can be defined as:

► Topographical survey (as an input for layout planning)

► Project Development (Estimate preparation, Administrative Approval and Expenditure Sanction (AA & ES), tendering, progress monitoring

and control, payments, Lease Plan and issuance of Completion Certificate)

► Tender Management


► GIS available, but division tends towards manual approach

► AUTOCAD for formulation of survey report and lease plan

► File-tracking system (universal)

3.9.1 Topographical survey and verification of land

Topographical survey and verification of land

Topographical surveys are conducted by the Projects Division post identification of land by the Planning Division. The survey is primarily to gain a

topographical understanding of the acquired land, and to determine whether the land is suitable for various land uses (e.g. industrial, commercial,

residential). The input from these surveys are required for layout planning, done by the Planning division. Surveys are conducted by either Work Circles

designated by the Projects Division, or by a third party consultant selected through a tendering process, depending on the size of the plot area in question.

Preceding Process Acquisition of Land (Land Division)

Subsequent Process Layout Planning (Planning Division)



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Start: Requirement raised for disbursement of funds to an external entity

S1 Work Circle in-charge designates survey task to one of multiple

consultants (typically 3-4) empanelled on a continuous basis.

Empanelment is done for a 1 year period via standard tender

process (see “Tender Management”’) and is revised on annual basis.

Survey work is awarded to the consultants on the basis of current

availability and past performance.

Work Circle in-

charge

- Survey team

designated

Offline

S2 Conduct of physical survey and preparation of Survey Report, which

is in the form of a detailed AUTOCAD drawing. Survey team to

observe and report on details such as topography of land, existing

demarcations (i.e. existing structures on the land in question),

suitability for various land uses, etc. Provision of GIS is there but not

used currently.

Consultant Identified land Survey drawings

in AUTOCAD

format

AUTOCAD

S3 Survey Report (AUTOCAD drawing) submitted to GM (Projects) for

review and approval

Consultant Survey drawings

in AUTOCAD

format

- AUTOCAD

S4 Survey Report (AUTOCAD drawing) forwarded to GM (Planning) as a

soft copy for incorporation of inputs into sector layout plans to find

suitability of land uses.

GM Projects Survey Report - Offline / E-mail



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End: GM (Planning) incorporates findings from Survey Report into layout planning


► Sample Survey Report

3.9.2 Project Development

Project Development

Project Development encompasses all elements of project planning, estimate preparation, tendering, initiation, implementation, monitoring, quality

control, preparation of Lease Plan, and issuance of Completion Certificate – functions that are centrally managed by the Projects Division. Project

Development begins once the layout plans devised by the Planning Division are approved and concludes with the issuance of Completion Certificate for

the respective project.

A crucial component of the project development life cycle is tender management. A tender document is a formal, structured invitation to suppliers to

submit a bid to supply products or services. In the context of GNIDA, in order to execute any work or service through an external agency, GNIDA follows its

own detailed tender management process. The process is primarily handled by the Division floating the tender, but is supported by a dedicated Tender Cell

within the Projects Division. All tenders are managed through Uttar Pradesh eTender portal (https://etender.up.nic.in/nicgep/app), except those under Rs.

1,00,000 lakh in value. Tenders may consist of two components – a technical bid, wherein a proposing entity’s technical qualifications and experience are

evaluated, and a price bid, wherein the proposing entity proposes a cost for the services and/or work to be rendered.

► If the tender is for a value below Rs. 10,00,000, only a single tender bid is required

► If the tender is for a value above Rs. 10,00,000, both a technical/pre-qualification bid and a price bid are required

All bids are ultimately reviewed by the Tender Committee, which is constituted on the basis of the value of the contract being put out to tender:

► For tenders up to Rs. 50,00,000 in value, the Committee will be comprised of: DGM (Finance), two Sr. Managers (Project) other than the in-charge

of the circle for which the tender is being evaluated

https://etender.up.nic.in/nicgep/app



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► For tenders in excess of Rs. 50,00,000 in value, the Committeee will be comprised of: Both GMs (Projects), GM (Finance), DGM (Projects)

Preceding Process Formulation of Sector Layout Plans (Planning Division)

Subsequent Process Housekeeping/Maintenance of Infrastructure (Urban Services Division)


Start: Sector layout plan forwarded by Planning Division to Projects Division

S1 Work Circle in-charge to be assigned for the project; this

individual is required to commence activity relating to

acquiring requisite approvals, as well as for the broader

project management life cycle

Work Circle Sr.

Manager/In-

Charge

- - Offline

S2 Estimate/bill of quantities (BOQ) for all development works

(civil, electrical etc.) prepared for identified sector. This

estimate will detail scope, requirements, timelines, finances,

and strategies for management of quality, resource,

stakeholder, communications and risk. The Estimate is

prepared in either of the two ways:

3) By the SM (Work Circle)

4) Outsourced to a third party consultant through a

tendering process (refer process titled “Tender

Management”)

Work Circle Sr.

Manager/In-

Charge, in

consultation with

Planning Division

- Estimate/BOQ Offline



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S3 Estimate forwarded to GM/DGM (Projects) for approval Work Circle Sr.

Manager/In-

Charge

Estimate/ BOQ

GM/DGM (Projects)

signoff

Offline

S4 Estimate forwarded to Technical Cell for checking and

validation of figures

Work Circle Sr.

Manager/In-

Charge

Estimate/ BOQ

Technical Cell

validation

Offline

S5 Approved Estimates forwarded to Technical Committee via

GM/DGM (Projects) for review.

► For projects up to Rs. 2 cr. in value, the Committee

will be comprised of: DGM (Projects), DGM (Finance),

DGM (Planning)

► For projects above Rs. 2 cr. in value, the Committee

will be comprised of: GM (Projects), GM (Finance),

GM (Planning)

Projects Division Estimate/ BOQ Technical

Committee sanction

Offline






Technical

Committee

Technical

Committee sanction

Sanctioning

authority signoff

Offline

S7 Basis requirement, the Work Circle in-charge will prepare

tender documents according to standard terms and

conditions approved by CEO

Work Circle Sr.

Manager/In-

Charge

Tender requirement Draft tender

documents

Offline



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S8 Draft documents forwarded to Technical Cell for verification

of specifications, bill of quantity, calculations, tender

conditions, etc.

Work Circle Sr.

Manager/In-

Charge

Draft tender

documents

TSC verification Offline

S9 Draft documents submitted to competent authority for

approval of tender. Competent authority is defined as below:

► For projects up to Rs. 2 cr. in value, DGM (Projects)

has full approval authority

► For projects above Rs. 2 cr. in value, GM (Projects)

has full approval authority

Technical Cell Draft tender

documents

Competent

authority signoff

Offline

S10 Approved documents to be forwarded to Tender Cell for

publication of tender on eTenders portal. Once uploaded to

portal, tender documents are to be forwarded to Marketing

Division for publication in local newspapers.

Projects Division Final tender

document

Tender forwarded

for publication in

appropriate

channels

Offline

S11 Tender floated to intend audience via appropriate

communication channels (e.g. newspapers, message board,

website) by Marketing Division. Tender Cell uploads tender

to e-Tender portal.

Marketing Division,

Tender Cell

Final tender

document

Tender documents

published on

eTenders portal, in

newspapers

Offline,

eTenders portal

S12 Opening of tender: Standard time schedules are to be

followed with regard to the minimum period between

publication date and opening date:

► 7 days for projects up to Rs. 10,00,000

Tender Cell - - Offline,

eTenders portal



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► 10 days for projects between Rs. 10,00,000 and Rs.

2 cr.

► 14 days for projects above Rs. 2 cr.

S13 Following close of tender period, all received tenders to be

forwarded to Tender Committee for evaluation. Committee

is constituted based on tender value, as mentioned above.

► If tender has value up to Rs. 50,00,000, proceed to

S14.

► If tender has value in excess of Rs. 50,00,000,

proceed to S18.

Tender Cell Received tenders Tenders forwarded

to Tender

Committee

Offline,

eTenders portal

S14 Tender Committee to open pre-qualification/ technical

bidding, measuring technical qualifications and past

experience of each bidding entity. Preliminary evaluation of

pre-qualification bid done by concerned

department/designated work circle.

Tender Committee Received tenders Committee

observations and

recommendations

Offline,

eTenders portal

S15 Findings from concerned department/ Work Circles’s

evaluation of pre-qualification bid to be forwarded to

DGM/GM (Projects) for review, first-level approval and

forwarding to the Technical Committee.

Work Circle Sr.

Manager/in-charge

Received tenders,

observations from

first level review of

pre-qualification bid

DGM/GM (Projects)

signoff

Offline

S16 Technical Committee to review and grade received tenders

on technical merit. Once reviewed, file to be forwarded to

Tender Cell along with all observations for final decision.

Technical Cell Received tenders

and observations

Grading of tenders

on technical merit,

Offline



of 248

Technical Cell

signoff

S17 Decision made on which tenders to move forward.

► Qualified tenders to move on to price bid stage

► Refund process for security deposit to be initiated for

unsuccessful tenders. Files sent to Finance to refund

payment via RTGS

In case no tenders have qualified, return to S5 for

republishing of tender in newspapers and on eTenders portal

Tender Committee Received tenders,

observations, and

technical grades

Tender Committee

decision

Offline

S18 Tender Committee sends file to Tender Cell for financial bid

opening and specify opening date on the system. Evaluation

of price bid done by concerned Work Circle, which is required

to prepare justification for tender value and costing.

Tender Committee,

Work Circle Sr.

Manager/in-charge

Received tenders Justification of

tender rate

Offline

S19 Findings from concerned department’s (concerned Work

Circle in case of Project tender) justification of price bid to be

forwarded to Technical Cell for review and first-level approval

Work Circle Sr.

Manager/in-charge

Received tenders Received tenders,

observations from


price bid

Offline

S20 Technical Cell to comparatively review tenders received on a

price basis. Once reviewed, file to be forwarded to DGM/GM

(Projects) along with all observations for final decision. Once

reviewed, file to be forwarded to Tender Committee along

with all observations for final decision.

Technical Cell Received tenders,

observations from


price bid

Technical Cell

signoff

Offline



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► Qualified tenders to be forwarded to appropriate

Tender Accepting Authority.



payment via RTGS

In case no tenders have qualified, return to S5 for

republishing of tender in newspapers and on eTenders portal


observations, and

price justification

Tender Committee

decision

Offline

S22 Tender Committee to forward recommendations to relevant

Tender Accepting Authority, as given below:

► CEO has full accepting power, including for projects

greater than Rs. 2 cr. in value

► For projects between Rs. 50,00,000 and Rs. 2 cr. in

value, the ACEO is the Accepting Authority

► For projects between Rs. 25,00,000 and Rs. 50,00,000

in value, the GM (Projects) is the Accepting Authority

► For projects between Rs. 10,00,000 and Rs. 25,00,000

in value, the DGM (Projects) is the Accepting

Authority

► For projects below Rs. 10,00,000 in value, the SM &

AM (Projects) is the Accepting Authority

In the event of the relevant Tender Accepting Authority not

being in agreement with findings of Tender Committee,

Tender Committee,

Tender Accepting

Authority

Committee

observations and

recommendations

on pre-qualification

bid (if applicable)

and price bid

Accepted tender Offline,

eTenders portal



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detailing reasoning for the same to be forwarded to the next

higher authority for final decision. Ideally, the entire tender

accepting process is to be completed within 7 days of opening

of the first round of bidding.

S23 Work Circle to issue Award Letter to winning bidder. One

copy of Award Letter copied to Tender Cell for upload of list

of winning bidders.

Work Circle Sr.

Manager/in-charge

List of winning bids Award letter issued Offline

S24 Awardee to submit required documents to facilitate signing

of contract bond, including stamp paper, indemnity bond,

final quote and a security deposit (as defined in the bond). If

final quote is less than the Bill of Quantities (BOQ) proposed

in the original tender, a percentage of the difference is taken

as a performance guarantee in the form of a Fixed Deposit

Receipt (FDR) or bank guarantee, as per policy.

Selected

contractor

Documents

required for

facilitation of

contract bond

execution, security

deposit

- Offline

S25 On receipt of required documents, Contract

Agreement/Bond is to be drawn up between relevant users

within the Authority and the contractor. Bond executed at

work circle level, with a copy to DGM and GM (Projects)

Work Circle Sr.

Manager/in-charge

Accepted tender Contract bond

executed

Offline

S26 Bond forwarded to Finance Division for final signing and seal Work Circle Sr.

Manager/in-charge

Executed contract

bond

Finance Division

signoff

Offline

S27 Once Contract Agreement/Bond has been signed, the site is

handed over to successful contractor. Third party quality

control (QC) team for ongoing monitoring. The QC team is

Projects Division Accepted

contractor

Site handed over to

contractor

Offline



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engaged on an annual basis, and contracted through the

standard tender management process. (refer process titled

“Tender Management”)

S28 Project work under progress. Based on timelines laid out in

the Estimate, project management timelines are formalized

in a Program Evaluation Review Technique (PERT) chart,

identifying process steps, cycle times and waiting times for

the duration of the project management cycle

GM (Projects) Sanctioned

Estimate

PERT Chart Offline

S29 The following are maintained throughout the project

progress:

1) Measurement Book

2) Running Bill

3) QC Report (Daily Progress Reports, Monthly Progress

Reports and as needed)

Project Division/

QC team

- - Offline

S30 For introduction of extra items/substitution of items in the

interest of work, a formal request for the same must be

submitted to the Projects Division by the entity contracted

for the work in question.

In case of request for non-scheduled items, Work-Circle in-

charge is required to conduct a market survey to confirm the

rates submitted by the contractor.

Work consultant,

approving

authority

Request for

approval of

variation in cost

Approving authority

sanction

Offline



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Sanction for extra/substituted items is to be given by the

following authorities in the following cases:

For projects up to Rs. 10,00,000:

► Work Circle Sr. Manager – Up to 5% of tendered cost

(for scheduled items), up to 2% of tendered cost (for

non-scheduled items)

► DGM (Projects) - Full powers on recommendation of

Tender Committee

For projects above Rs. 10,00,00 upto Rs. 200,00,000:

► DGM (Projects) - Up to 5% of tendered cost (for

scheduled items), up to 2% of tendered cost (for non-

scheduled items)

► DGM (Projects) on recommendation of Tender

Committee – Between 5-10% of tendered cost (for

scheduled items), between 2-10% of tendered cost

(for non-scheduled items)

For projects above Rs. 200,00,000:

► GM (Projects) - Up to 5% of tendered cost (for

scheduled items), up to 2% of tendered cost (for non-

scheduled items)

► GM (Projects) on recommendation of Tender

Committee – Between 5-10% of tendered cost (for



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► DCEO/ACEO on recommendation of Tender

Committee - Between 10-25% of tendered cost (for



► For extra items/substituted items beyond the above

limited, CEO approval is required

S31 For increase/changes to existing works, a formal request for

the same must be submitted to the Projects Division by the

entity contracted for the work in question. Sanction for

variation is to be given by the following authorities in the

following cases:

For works up to Rs. 10,00,000:

► Work Circle Sr. Manager - ±2% on tender cost

► DGM (Projects) - Up to 20% on recommendation of

Tender Committee

For works above Rs. 10,00,000 to Rs. 50,00,000:

► DGM (Projects) - ±2% on tender cost up to 20% on

recommendation of Tender Committee

For works above Rs. 50,00,000:

► DCEO/ACEO - Up to 25% of tender value or

recommendation of Tender Committee

Work consultant,

approving

authority

Request for

approval of

variation in cost

Approving authority

sanction

Offline



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► For any variation beyond the above limits, CEO

approval is required

S32 Measurement book, running bill and QC report is sent to

Finance Division as per progress, typically biweekly or

monthly; who then makes the payment via RTGS. For

payments above 75% of tender value, payment must be

routed through Technical Cell for approval.

Work Circle Sr.

Manager/ In-

Charge, Finance

Division

Measurement

book, running bill,

QC Report

Disbursement of

payment as

required

Offline/ RTGS

S33 File returned to Work Circle Sr. Manager/ in-charge, with

payment details recorded

Finance Division - - Offline

S34 Upon completion of the majority of work (usually ~75%),

Lease Plan to be formulated and submitted to the Property

Division. A Lease Plan is an AUTOCAD drawing with the

revised detailed dimensions. This is typically prepared once

75% of the project work is complete. Incase the Lease Plan

dimension variation is more than 20% from the original

layout drawings, the file is routed through Planning, Land and

Law Department for their review and approval before

submitting to Property Dept.

Work Circle Sr.

Manager/In-

Charge

Majority of work

completed

Lease plan

formulated

AUTOCAD

S35 Following completion of works as prescribed in

tender/contract bond, Completion Certificate to be issued by

Projects Division. Before the work is declared as completed in

all respect, it has to be inspected by the Superintending

Engineer/ Director of Horticulture.

Projects Division,

Finance Division

Completion of

works

Completion

certificate issued,

performance

guarantee refunded

(if applicable)

Offline



of 248

► For tenders upto Rs 10,00,000 in value, the

Approving Authority is the Work Circle Incharge

► For tenders >Rs. 10 Lakhs and up to Rs. 2 cr. in value,

the Approving Authority is DGM (Projects)/ Sr.

Manager (Projects)

► For tenders above Rs. 2 cr. in value, the Approving

Authority is the GM (Projects)

If a performance guarantee was taken from the contractor at

the time of issuance of award letter, the file is sent to Finance

to initiate refund of performance guarantee.

S35 Once defect liability period is over (as defined in contract

bond), the security deposit is refunded. The project file is

forwarded to Finance to facilitate the same.

Projects Division,

Finance Division

Defect liability

period (as defined

in contract bond)

Deposit refunded Offline

End: Payment made to vendors on the basis of recommendation of GM Projects and approval by GM Finance


► Sample Estimate/BOQ

► Sample Award Letter

► Document(s) required for issuance of Contract Agreement/ Bond

► Sample Contract Agreement/ Bond

► Sample of Measurement Book

► Sample running bill



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► Sample QC Report



► Entire project development infrastructure is handled manually from end-to-end


► A comprehensive Project management tool module to that incorporates are major stages of the project: Estimate preparation, approvals, tenders,

payments, monitoring through PERT charts, issuance of Completion Certificate etc.

► The projects should be tagged by a unique identification number that should be linked to the respective sectors that they lie in.

► Link to Finance required, such that the second a bid is accepted, all unsuccessful bidders should be automatically processed for refund of security

deposit. Similarly, if any bid is rejected at the pre-qualification or price bid stage, those bidders should also automatically be processed for refund

of security deposit.

3.5 Overview - Urban Services Division


1 Department Name Urban Services Division




of 248


The Urban Services Division of the Authority is responsible for catering to the municipal and housekeeping services of the city, i.e. the maintenance

of infrastructure, water supply, facilitating resolution of encroachment cases, and advertising around the city.

Hence, the key functions handled by Urban Services division are as follows:

► Water and sewer connection

► Maintenance

► Public transportation (coordination with UPSRTC)

► Encroachment removal

► Advertising


► Acting as a liaison between the Authority and the various Resident Welfare Associations (RWAs) of the City


► Digital water billing platform wherein bills are both generated and payable online

GM (Urban Services)

DGM (Urban Services)

Work Circles - 10

Electric & Mechanical (E&M) units

(1,2,3)

Technical Cell (Urban Services)

Urban Services

Encroachment Removal Cell



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3.9.1 Housekeeping/Maintenance

Housekeeping/maintenance

Urban Service is primarily responsible for housekeeping/maintenance of hard infrastructure in and around sectors, both on a continuous basis as well as on a demand

basis. The range of maintenance activities handled independently of one another by Urban Services are as follows:

► Water line maintenance

► Water supply

► Sewer connection/sewerage maintenance

► Storm drain repair and cleaning

► Jungle cleaning (i.e. roadside weeds, etc.)

► Malba removal

► Railing for park

► Patri dressing

► Fencing maintenance

► Whitewashing & paintings of cornerstones/curb stones

► Painting & maintenance of zebra crossings and other roadside markings

► Street light maintenance

► Maintenance of direction boards, direction indicators and other signage

► GNIDA utilities (bus shelters, community centre etc.)

► Public Transport



of 248


► Advertising policy and implementation


Start: Need for housekeeping/maintenance arises through one of the following ways: (1) Continuous housekeeping/maintenance, (2) Complaint filed manually via letter

submitted to work circle office, (3) Complaint filed through one of the grievance mechanisms (i.e. IGRS, Online Grievance Redressal System, Jansunwai)

S1 Work Circle in-charge to be assigned for the project;

this individual is required to commence activity

relating to acquiring requisite approvals, as well as for

the broader project management life cycle

Work Circle Sr.

Manager/In-Charge

- - Offline

S2 Estimate/bill of quantities (BOQ) for all

housekeeping/maintenance works. This estimate will

detail scope, requirements, timelines, finances, and

strategies for management of quality, resource,

stakeholder, communications and risk. The Estimate is

prepared in either of the two ways:

1) By the SM (Work Circle)

2) Outsourced to a third party consultant

through a tendering process (refer process

titled “Tender Management”)

Work Circle Sr.

Manager/In-Charge, in

consultation with

Planning Division


S3 Estimate forwarded to GM/DGM (Projects) for

approval

Work Circle Sr.

Manager/In-Charge

Estimate/ BOQ

GM/DGM (Projects) signoff Offline



of 248

S4 Estimate forwarded to Technical Cell for checking and

validation of figures

Work Circle Sr.

Manager/In-Charge

Estimate/ BOQ

Technical Cell validation Offline

S5 Approved Estimates forwarded to Technical

Committee via GM/DGM (Projects) for review.

► For projects up to Rs. 2 cr. in value, the

Committee will be comprised of: DGM

(Projects), DGM (Finance), DGM (Planning)

► For projects above Rs. 2 cr. in value, the

Committee will be comprised of: GM

(Finance), GM/OSD (Projects), GM (Planning)

Projects Division Estimate/ BOQ Technical Committee

sanction

Offline

S6 Technical Committee findings to be forwarded to

sanctioning authority for Administrative

Approval/Expenditure Sanction. Sanctioning authority

is as given below:


For projects above Rs. 200 lacs - CEO

Technical Committee Technical Committee

sanction

Sanctioning authority

signoff

Offline

S7 Preparation and management of tender as per

Common Process “Tender Management”. For tenders

floated by the Urban Services Division, the Tender

Committee is uniquely constituted as follows:

► For projects up to Rs.10,00,000 in value, the

Committee will be comprised of: DGM

(Finance), 2 Sr. Managers (other than that of

Concerned Division,

Tender Committee,

Tender Cell

Requirement for tender Tender floated, vendor

selected

Offline/

Online



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the concerned Work Circle). To be approved

by DGM (Projects)

► For projects ranging from INR 10-25 lakhs in

value, the Committee will be comprised of:

DGM (Finance), 2 Sr. Managers (other than

that of the concerned Work Circle). To be

approved by GM (Projects)

► For projects ranging from INR 25-200 lakhs in

value, the Committee will be comprised of:

GM/OSD (Projects), DGM (Projects), GM

(Finance)

► For projects >INR 200 lakhs in value, the

Committee will be comprised of: GM

(Projects), DGM (Projects), GM (Finance)

S8 Respective Work Circle Senior Manager/in-charge

designates a resource to resolve the complaint. These

are contracted resources hired on a composite annual

work contract, specifically for handling of

housekeeping and maintenance works in a given area.

Work Circle SM Resource designated Resource designated Offline

S9 Maintenance carried out as per requirement. Urban Services

(Contract staff)

Maintenance carried out Housekeeping/Maintenance

carried out

Offline

S10 Register/ online grievance portal updated Work Circle SM Housekeeping/Maintenance

carried out

Register updated Offline/

Online

End: Maintenance works completed, register/grievance closed



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3.9.2 Encroachment Removal

Encroachment Removal

The Urban Services Division is responsible for identifying and facilitating removal of encroachments, including but not limited to illegal occupancy of public

space (street vendors, dukandars, etc.), illegal development of land, and pasting of bills. These tasks are handled by a cell of encroachment officers within

the Urban Services division. This cell is comprised primarily of former military and law enforcement personnel who are annually retained as anti-

encroachment manpower on a contract basis.


Start: Individual or entity encroaches on acquired and planned land

S1 An encroachment case may be flagged to

Encroachment Removal Cell within Urban Services. An

encroachment may be flagged in one of two ways:

► On a daily basis, officers of the Encroachment

Removal Cell will conduct patrols within the

city to identify instances of encroachment.

► Post receipt of a grievance through one of the

standard platforms, the case will be flagged for

investigation by the Encroachment Cell

Planning Division,

Land Division,

Encroachment Cell,

standard grievance

mechanisms

Case identified via

patrol or receipt of

grievance

Case forwarded to

Encroachment Cell for

Review

Offline/Online



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S2 Encroachment Removal Cell reviews case, liaises with

relevant authorities (police etc.) and Law Division

Urban Services

Division, Law Division

Case forwarded to

Encroachment Cell for

Review

Case investigated by

Encroachment

Removal cell.

Offline

S3 Deployment of Encroachment Cell after investigation

of all facts

Urban Services

Division

- - Offline

End: Encroachment removed successfully

3.9.3 Advertising/ Bill-boards

Advertising

Urban Services engages in advertising via out-of-home channels, such as billboards and other forms of roadside signage. Locations for these advertisements

must be approved by the Planning Division in line with sector layouts, following which Urban Services invites bids from advertisers via open tenders (price

bid basis), with winning bids receiving one-year contracts to advertise in a particular location.

3.9.4 Security Management

Security Management

Urban Services Division is responsible for managing internal security of sectors, GNIDA offices, work circle offices and utility centres. In addition, the Division

may manage external security services in sectors, particularly in public places and facilities, such as convention centres and community centres. Security

contracts are awarded following an open tender process. Refer process titled “Tender Management”.


1. Nil



of 248



► Preemptive escalations by complainants results in delays in processing complaints

► Water billing commences immediately post issuance of occupancy certificate, rather than post installation of water lines


► Real time monitoring of advertising boards/bus shelters and their locations, including monitoring of approval status

3.6 Overview - Health Division


1 Department Name Health Division




of 248


The Health Division’s functionality revolves mainly around door to door collection and disposal of waste within the City. The Division is centrally

managed, but the on-ground execution of services is managed by external agencies (through standard tender management process). These services

are as follows:

► Solid Waste Management (SWM)

► Sweeping of internal roads & streets, open & green areas, marketplaces, institutional areas and industrial estates

► Removal of dead animals and birds

► Birth & Death Register

CEO

ACEO

Officer on Special Duty (GM Health)

Senior Manager

Manager

Staff/Field Officers

Inspectors Supervisors Helpers

Assistant Manager



of 248

► Fogging/Larva site spray

► Cattle Sheds- Stray animals are kept here. Contract staff of the department. Have their own car.

► Dog/Monkey Sterilization in Greater Noida area

► Pulse/Polio Campaign- Support from GNIDA staff


► Integrated Grievance Redressal system (IGRS)


3.9.1 Solid Waste Management

Solid Waste Management

The Health Division is responsible for collection and management of solid waste disposed around the city. This is bifurcated into waste collected from households,

marketplaces, institutes, commercial establishments, shops, banks, offices, restaurants, hotels, and other permanent structures and spaces, and waste collected from

temporary and shared spaces, such as event spaces, marriage halls, banquet halls, community centres etc. Work is conducted by external bodies contracted through the

standard e-tender process by specialised agencies.




Nil



of 248

3.9.2 Sweeping and fogging activities

Sweeping and fogging activities

As a routine maintenance activity, the Health Division coordinates sweeping of public and shared spaces, including internal roads and streets, open and

green areas, marketplaces, institutional areas and industrial estates. Physical sweeping of spaces is done both manually and using mechanized sweeping

machines. Agencies are contracted to implement sweeping work via the standard Tender process, and work is conducted on a daily basis.Also included

under this activity is the fogging of roads, shared spaces and green areas, which involves spraying of larvicide and adulticide as means of pest control. Work

is conducted by external bodies contracted through the standard Tender process. Work is conducted on a requirement basis.





Nil

3.9.3 Removal of dead animals and birds

Removal of dead animals and birds

The Health Division is responsible for fielding calls and complaints pertaining to the removal of dead animals and birds around the city. Once a specific

complaint or request is received, the Health Division will depute a resource contracted for sweeping to remove the carcass.



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Nil

3.9.4 Maintenance of population statistics

Maintenance of population statistics

The Health Division is responsible for registering births and deaths that occur around the district of Gautum Buddha Nagar, as well as surrounding villages

such as Dadha, Bisarakh and Dadri. The Division is also responsible for centrally maintaining records of these births and deaths. Applications are submitted

for approval to the Birth & Death Registrar, following which birth/death certificate is issued. Record is maintained.

For hospital/institutional births, registration is done online automatically by the concerned institution through Birth & Death Application.

For home births, registration must be done manually at the designated Health Office at C Block Market, Sector Alpha-I.


Nil


5 Major risks/challenges faced by the division

Nil

6 Key expectations from the new system

Nil



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3.7 Overview - Horticulture Division


1 Department Name Horticulture Division



The division is responsible for developing and maintaining the landscapes gardens in the Greater Noida. Broadly speaking, these development and

maintenance activities involve the work of greening and creating habitable environment with pleasant and attractive amenities. For maintenance of

these gardens and green areas in Greater Noida, gardeners (maalis) are subcontracted for attending the garden works i.e. watering of plants, hoeing

Sr. Manager (Horticulture & Landscaping)

Manager (Horticulture & Landscaping)

Deputy/ Assitant Manager (Horticulture & Landscaping)

Assistant Manager (Horticulture & Landscaping)

Vendors/Contractors

GM/DGM (Horticulture & Landscaping)



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of plants, lawn moving, sowing of seeds, digging, manuring, pest control, weed control, fertilization, pruning of plants, removal of waste, plantation,

maintaining of flower beds, plantation of seasonal flowers, composting/recycling of green waste generated from these horticulture operations. The

activities undertaken by the Horticulture Division may be broadly defined as follows:

► Consulting with Planning Division on formulation of sector layout plan (w.r.t. green areas)

► Estimate/tender processing and project development for horticultulral works

► Horticulture development and maintenance


► GIS available, but division tends towards manual approach

► AUTOCAD for formulation of survey report and lease plan


► Online grievance redressal system

3.9.1 Consultation on Layout Plan

Consultation on Layout Plan

Post identification and acquisition of land by the Land Division, the Horticulture Division shall work with the Planning Division in a consulting capacity to formulate detailed

designs and plans for future implementation of horticulture work. These plans focus on area to be allocated for central parks, green belts, fencing, hardscaping, roadside

plantations etc.

Preceding Process Acquisition of Land (Land Division)

Subsequent Process Project Development (Horticulture)



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Start: Land acquired from farmers by Land Division

S1 GM/DGM (Horticulture and Landscaping) to designate a Manager

(Landscaping and Horticulture) to act as the nodal person for horticulture

works.

DGM (Planning) Identified land Manger

(landscaping &

horticulture)desig

nated

Offline

S2 Preparation of detailed designs, including land allocated for construction

of central parks, green belts, fencing, hardscaping, roadside plantations,

etc.

Manger

(Landscaping &

Horticulture)

Master plans

from Planning

Design for

horticulture

development

AUTOCAD

S3 Draft plans forward to Planning for approval and incorporation into sector

layout plans.

Manger

(Landscaping &

Horticulture)

Plans for

horticulture

development

GM (Planning)

signoff

Offline

End: GM (Planning) incorporates horticulture plans into layout plans


Nil

3.9.2 Project Development

Project Development

Project Development encompasses all elements of project planning, tendering, initiation, implementation and monitoring – functions that are centrally

managed by the Horticulture Division for horticulture-related works only. Project Development begins with the approval of layout plans devised by the



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Planning Division and concludes with the handover of land to a selected vendor for further development. Processes such as tender management and

continuous quality control are undertaken in parallel.

Preceding Process Formulation of Sector Layout Plans (Planning Division)

Subsequent Process Horticulture Development & Maintenance


Start: Sector layout plan forwarded by Planning Division to Horticulture Division

S1 Estimate/bill of quantities (BOQ) for all horticultural works

prepared for identified sector. This estimate will detail scope,

requirements, timelines, finances, and strategies for management

of quality, resource, stakeholder, communications and risk.

Assistant

Manager/Manager

(Landscaping &

Horticulture)


S2 Estimate forwarded to GM (Horticulture) for approval. SM (tech)

will do checking of all estimates & proposals.

Manager

(Landscaping &

Horticulture)

Estimate/BOQ GM (Horticulture)

signoff

Offline

S3 Approved Estimates forwarded to Technical Committee for review.

► For projects up to Rs. 50 lakhs in value, the Committee will

be comprised of: DGM (Projects/ Urban Services), DGM

(Finance), DGM (Planning)

► For projects above Rs. 50 lakhs in value, the Committee

will be comprised of: DGM (Projects/ Urban Services), GM

(Finance), GM (Planning)

Horticulture

Division

Estimate/BOQ Technical Committee

sanction

Offline



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► For projects up to Rs. 200 lacs – DCEO/ACEO/OSD


Technical

Committee

Technical Committee

sanction

Sanctioning authority

signoff- AA & ES

Offline

S5 Floating of requirement via tender and selection of contractor

(refer process titled “Tender Management”)

Tender Cell Administrative

Approvoal/Expenditure

Sanction

Accepted tender Offline /eTenders

portal

End: Vendor selected via tender


1.0 Sample estimate/ bill of quantities (BOQ) document

3.9.3 Horticulture Development & Maintenance

Horticulture Development & Maintenance

Post award of horticulture work to contractors/vendors, actual gardening work shall start and should be regularly maintained throughout the city.






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Start: Vendor selected via tender

S1 Site handed over to accepted contractor. Third party

quality control (QC) team for ongoing monitoring. The

QC team is maintained on an annual basis, and

contracted through the standard tender management

process.

Assistant

Manager/Manager

(Landscaping &

Horticulture)

Accepted contractor Site handed over to

contractor

Offline

S2 Project work under progress. Based on timelines laid

out in the Estimate, project management timelines are

formalized in a Program Evaluation Review Technique

(PERT) chart, identifying process steps, cycle times and

waiting times for the duration of the project

management cycle

Assistant

Manager/Manager

(Landscaping &

Horticulture)

Sanctioned tender document PERT Chart Offline

S8 Measurement book to be maintained detailing daily

progress – to be signed by the contractor/vendor

handling the project on a daily basis. Measurement

book to be forwarded to Finance department on a

monthly basis for signoff.

Assistant

Manager/Manager

(Landscaping &

Horticulture)

Measurement book, running

bill

Technical Supervisor

signoff

Offline

S9 Weekly progress report to be prepared and submitted

by AM/M to the Sr. Manager (Horticulture) for signoff

Assistant

Manager/Manager

(Landscaping &

Horticulture)

Weekly progress report Sr. Manager

(Horticulture) signoff

Offline

S10 The maintenance and watering schedule chart is

updated by the Horticulture division

Manager

(Landscaping &

Horticulture)

Weekly progress report(s) Updated maintenance

and watering schedule

Offline



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End: Regulate maintenance of the plantations


Nil



► Entire Horticulture development process is handled manually from end-to-end

► Delay in file approval process

► Due to seasonal constraints of horticulture development, delay in tender process can lead to delay in procurement of seeds and limits placed on

period of operations, due to weather conditions

► Timely procurement of seasonal flowers and seeds for nursery development has been an issue

► Timely processing of estimates/BOQs


► Automation of estimates/tender processing

► Provision of GPS system for all locations wherever the plantations has been done to know the real time update on their status



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3.8 Overview - Finance Division


1 Department Name Finance Division



G.M. (Finance)

D.G.M (Accounts)

Accounting for

Collections

Central Accounts

Monthly/ Annual

Accounts

Scheme Profitability &

Inter. Dept. Reconciliation

Administrative Expenses/Payroll

Payroll, Staff Loans, etc.

Other Admin Expenses

Engg & Project

Accounting

Individual Project

Payments

Finance & Costing

Costing (Land &

Construction)

Monitoring & Collection of Data for Cost

Budgeting & Budgetary

Control

Preparation & Monitoring

Fund Management

Consultant



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The Finance Division is responsible for the overall management and disbursal of funds, internal accounting and compliance functions, as well as

consulting on financial inputs to core land management processes, such as allotment and land acquisition. The Divisions of GNIDA are not permitted to

handle and disburse funds on their own and the Finance division acts as a crucial nodal intermediary therein. Hence, the key functions handled by

Finance division are as follows:

► Processing and disbursement of payments to external users

► Scrutiny/consultation of files for all property divisions w.r.t costing inputs (payment plans, dues, default payments etc.)

► Record maintenance w.r.t disbursement/receipt of payments (manually fed into the compute from bank challans)

► Payroll Processing (monthly)

► Accounting (Processing of P&L, Balance Sheet, Certified Financial Statements, Fund Flow statement, MIS reports etc.)


► Access to Property management Software

► Payroll Processing & Accounting Software


3.9.1 Disbursement of payments to external users

Disbursement of payments to external users

The divisions of GNIDA do not, on their own, handle any of the funds disbursed to and/or received from external users, such as external government agencies, contractors

and consultants hired through tender, allottees, and farmers from whom land is acquired. These funds are disbursed and received directly by the Finance Division on

advice of the concerned Division. Illustrative examples are given below:



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► Disbursement of payment to external stakeholder: The Land Division advises the Finance Division that an advance payment is to be released to the ADM (Land)

to facilitate processing of a land acquisition proposal and bring about issuance of the appropriate government notification. The Finance Division will then release

this payment.

► Refund of money: An entity applies for a sewerage connection contract floated via open tender. The entity is unsuccessful in its application due to inadequate

credentials. The Finance Division is notified and the applicant is processed for a refund in the amount of the registration fee paid at the time of application.


Start: Requirement raised for disbursement of funds to an external entity

S1 Concerned Division to provide bills along with prescribed supporting

documents and sanctions to Finance Division for preparation of cheques

and release of payment

Concerned Division

(i.e. Division seeking

disbursement of

funds)

Bills, supporting

documents

- Offline

S2 Finance Division to review documents and return files to Concerned

Division. Either of the cases can happen:

► If there are shortfalls/discrepancies, the documents are to be sent

back to the concerned Division for correction within 2 days along

with detailed and specific reasons and requirements. Repeat S2 until

files are accurate and in order.

► If no discrepancies, documents to be filed for initiation of payment

via RTGS transfer

Finance Division Bills, supporting

documents

Files returned to

Concerned

Division

Offline

S3 Funds transferred to concerned person or entity’s bank account via RTGS

transfer

Finance Division Accurate bills and

supporting

documents

Cheque mailed

out

RTGS



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S4 Confirmation of payment is sent to the respective department Finance Division Confirmation - Offline

End: Funds received by concerned person or entity


Nil

3.9.2 Scrutiny of files for all divisions

Scrutiny of files for all divisions

The Finance Division conducts intermediary checks on various costing inputs into allotment schemes and payment plans. Post formulation of a scheme or

payment plan, all relevant documentation is forwarded to the Finance Division to cross-check for verification of calculation as well as cross-checking against

scheme- and Authority-wide norms, such as land rates and interest rates. Finance is also responsible for record maintenance, particularly with respect to

allottee fee payment – receipt details are fed into the system from bank challans and manually compiled into Excel-based MIS reports).

3.9.3 Payroll Processing

Payroll Processing

Salary is disbursed to employees of the Authority on a monthly basis. Attendance is registered manually on a department-wise basis. Basis on an employee’s

attendance details for the month, Payroll Processing software automatically proportions and calculates that employee’s salary for that month, and issues

a pay slip in the required amount. This pay slip is sent to the bank for processing and deposit into the employee’s account.

3.9.4 Accounting (Processing of P&L, Balance Sheet, Fund Flow Statement)

Accounting (Processing of P&L, Balance Sheet, Certified Financial Statements, etc.)



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Financial statements are prepared by the Finance Division in two lots. A fund flow statement is prepared on a monthly basis, detailing sources of funds and

the quantity of fund inflow from those sources, as well as the application/utilization of those funds, and quantity of fund outflow to those sources. Balance

sheet and income/expenditure statement are prepared every quarter on an accrual basis.


2. Financial policy

3.9.5 Formulation of Annual Budget

Formulation of Annual Budget

The Finance Division shall solicit inputs from the divisions of GNIDA for the purposes of formulating the Annual Budget. The primary inputs into this activity are the Annual

and Quarterly Action Plans formulated by the Planning Division; on the basis of these plans, which detail land requirement and plans for infrastructure development and

land utilization, the Finance Division is able to project total expenditure for the year, as well as plan for internal expenses, such as payroll, expenditure on

assets/consumables, etc.


Nil



► No linkage of finance data with allottee data maintained by Property Division

► MIS generation is an issue

► Outdated packages are overdue for replacement



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► Budgetary control issues

► Challenge in preparation of certified financial statements and organizational balance sheet

o Receipts from allottees are not fed into system automatically and/or directly from bank – current process involves manual feeding of

allottee data


► Integration of finance data with all allottee data, as maintained by Property Division

► MIS generation

► Budgetary monitoring and control mechanisms

► Preparation of certified financial statements and organizational balance sheet

► Financial record management

3.9 Overview - Human Resources Division


1 Department Name Human Resources Division




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The division will be responsible for managing the employees (permanent/temporary/deputation) of GNIDA. HRD shall be responsible for

personnel functions for all the categories, which includes recruitment, transfers, promotions etc.



3.9.1 Management of personnel functions

Personnel functions

The Human Resources Division handles core personnel functions for all on-rolls and contract staff of GNIDA, including management of recruitment, employee benefits

(e.g. medical reimbursements, staff welfare, and retirement benefits), Provident Fund (PF) loan sanctioning, and management of disciplinary proceedings and terminations.

Major personnel functions are detailed below:

1. Recruitment: Recruitment is done in line with the common cadre structure of the Authority. Divisions will reach out to the Human Resources Division to notify

them of personnel requirements. Posts are created, discussed and approved at GNIDA Board meetings as per the requirement of the concerned Division, following

G.M. (HRD & Administration)

HRD

Personnel Functions

Cadre Development

Housekeeping

Asset maintenance

Administrative Support Services



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which they are forwarded to the Government of Uttar Pradesh for final sanctioning. Once sanctioned, the job postings are floated in local newspapers by the

Marketing Division and applications are invited.

2. Internal Transfer: Employees of GNIDA may be transferred between Divisions on a periodic basis. All internal transfers are required to be signed off on by the

appropriate Approving Authority. In the case of Class III and Class IV employees, approval from the ACEO or concerned HOD is satisfactory. In the case employees

at Class II and above, the CEO has full approving powers.

3. Promotion: Promotion is time bound basis the current designation of the employee in question. Promotion is subject to approval from CEO on recommendation

of eligible candidates by Department Promotion Committee (DPC).

4. Leave: Employees of the Authority may avail one of 7 types of leave: casual leave, earned leave, medical leave, child care leave, maternity leave, leave without

pay, extraordinary leave. Requests for leave are to be submitted by the employee to the respective Head of Department (HOD). The leave approving authority in

the case of casual leave is the HOD; in all other cases, the approving authority is the ACEO/CEO, depending on the rank of the employee seeking leave.

5. Increments: By default, all employees receive an annual salary increment as government policy. The changes to payroll are made directly by Finance on an annual

basis. Any recommendations to the contrary, i.e. that a specific employee should not receive an increment, must be submitted by the concerned HOD and

approved by the CEO.

6. Maintenance of individual personnel files

7. Medical benefits: GNIDA employees may avail free outpatient medical care at empanelled hospitals. In case hospitalization/inpatient care is required, the

concerned HOD/ACEO may provide permission on the same. In cases where payments are required, the amount paid will be reimbursed to the employee following

submission of the relevant receipts.

8. Retirement policies: As per standard service rules, employees of GNIDA are of retiring age once they reach 58 years of age. When an employee is due for

retirement, the Human Resources and Finance Divisions consult the employee’s file and make recommendations for clearing of dues. Approval for facilitation of

retirement proceedings is given by the CEO. Retiring employees and their spouses may claim medical benefits of up to Rs. 2,00,000 per year, though only for

inpatient treatment.

9. Facilitation of resignation/relieving of duties: If an employee decides to resign or is to be relieved of his/her duties, a formal letter requesting the same must be

submitted by the concerned employee/HOD for CEO approval.

10. Initiation of Disciplinary proceedings: Disciplinary incidents are recorded in personal files; if required, a recommendation may be made on the basis of such

incidents by the concerned Division to the Human Resources Division. Once reviewed, Human Resources will forward the file to the CEO for recommendation of

action. Recommendation made on basis of incident marked in file, HR forwards case to CEO for necessary recommendation of action.



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11. Suspension/termination/reinstatement

12. PF loan sanctioning


Nil

3.9.2 Cadre Development

Cadre Development

Apart from Personnel functions, HRD also takes care of the cadre development wherein following functions are performed:

► Personnel Policy

► Manpower planning: Manpower requirements will be formally submitted to the Human Resources Division by the concerned Division. This requirement is then

forwarded to the competent authority for administrative approval and expenditure sanction, following which manpower/agencies are selected following an open

tender process. Please refer to “Tender Management”, detailed under Common Processes.

► Manpower development: This is done through training activities and seminars. These are initiated either after a training or skill development entity approaches

the Authority to conduct a program for its employees, or on a need basis, wherein the Authority solicits proposals from such entities as and when required.

► Maintenance of an employee database and related MIS reports: Reports may be requested by, submitted to and reviewed by the CEO on an as-is-where-is basis.

► Performance appraisals: Appraisals for every employee are submitted in the form of an Annual Confidence Report (ACR). For Class I employees, this evaluation

is done and signed off on by the CEO. For Class II employees, the same is done by the ACEO. For Class III and IV employees, these responsibilities are delegated to

the concerned Head of Department (HOD)

► Performance appraisals: Annual Confidence Report (ACR) – Class A (CEO), Class B (ACEO), Class III, IV (HOD)




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1. Cadre Structure

2. Cadre Development policy

3. Sample document for requisition of manpower

3.9.3 Organization/coordination for Board Meetings

Organization/coordination for Board Meetings

In the event a Board meeting of the Greater Noida Industrial Development Authority, the Human Resources Division is to lead organization and coordination of the

meeting, as well as compiling agenda and minutes for the same. This function is executed on a requirement basis, as and when a Board meeting is to be convened.


Nil



► No Leave management system is in place,

► No mechanism of digital signature which delays approvals

► Minimal use of GIS

► No alert on pendency status of files




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► File tracking system should be made online

► Real-time notifications

► User-id of each employee should be unique and should not be delegated

► Regular alerts on the periodicity of the employees on deputation

► Integration of employee codes

3.10 Overview- Marketing Division


1 Department Name Marketing Division



G.M. (Marketing)

Township Promotion &

Sale

Consultants

Communications Division

Customer Relations Cell



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The Marketing Division is the primary customer-facing Division of the Authority. The role of the Division is to interact with customers, either through

promotion and sale of services by way of publication of material in media channels, or directly/in-person through the Customer Relations (CR) Cell.



3.9.1 Promotion and sale of services

Promotion and sale of services

Marketing Division is responsible for undertaking the promotion of schemes introduced by GNIDA and publishing its activities and achievements to attract the prospective

investors and allottees. This is done through publication of scheme brochures and tender documents to the public, primarily through print media such as newspapers.

Independently, the Marketing Division is responsible for notification of the completion of various processes and transactions by other divisions in the Authority, including

but not limited to the selection of an entity through tender, the allotment of plots and the acquisition of land from farmers.


Start: Request for publishing of advertisement received internally from other GNIDA department(s)

S1 Marketing Division ascertains purpose of ad placement, intended

reach (i.e. whether ads should be published through national,

regional and/or local newspapers) and number of ads required to be

published (total and per newspaper). This requirement is formalized

and sent to one of several advertising agencies empaneled with the

Authority. Agencies empaneled on a yearly basis through the

Marketing Division Requirement

received from

GNIDA Division

Requirement sent

to empanelled ad

agency

Offline



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standard tender process, and are selected to coordinate specific

advertisements and advertising campaigns on a rotational basis.

S2 Agency considers requirement and sends formal price quote to the

Marketing Division for facilitation of approval by the competent authority

(ACEO)

Empanelled agency Requirement

received from

Marketing

Division

Quote sent to

GNIDA

Offline

S3 Marketing Division forwards quotation for necessary approval at the ACEO

level.

Marketing Division Quote forwarded

for ACEO

approval


S4 Approval note sent to concerned Agency as a formal request order (RO) for

publication in the agreed channels and with the necessary frequency.

Marketing Division Request order

generated

Request order

sent to

empanelled

agency

Offline

End: Advertisement published


1. Sample request order (RO)

3.9.2 Customer Relations Cell

Customer Relations Cell

The Customer Relations (CR) Cell is the nodal customer-facing office of the Authority, where visitors to the Authority may interact with staff for issuance of visitor passes

(e.g. for complainants attending the biweekly Jansunwai meeting), intimation and submission of payments, submission of documents (e.g. letters, RTI applications, etc.).



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Nil



► No mechanism of digital signature which delays approvals

► Minimal use of GIS to monitor real time locations of advertisements


► Real-time notifications

► Advertisement template is shared with the concerned division on real-time basis

3.11 Overview - Assets (Purchase & Store) Division


1 Department Name Assets (Purchase & Store) Division




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The Assets (Purchase & Store) Division is responsible for the procurement of all categories of assets including consumables (IT consumables, RO

water, tea), dead stock and fixed assets (furniture), as well as maintenance of those assets. The Division’s functions may be defined as two key

processes:

► Purchase of consumables and fixed assets

► Recording of store and fixed assets

In addition, the Assets Division offers vehicle maintenance and hire services to employees of GNIDA: Taxi agencies are hired via tender for a period

of up to 1 year, wherein the agency is paid a fixed monthly rate for provision of services. Vehicles are available on a per-request basis to all employees,

and on a retainer basis to officers.

Divisions may raise grievances directly to the Sr. Manager (Assets) or concerned Manager; the complaint is then forwarded to the concerned

contractor/supervisor and resolved at the vendor level before being closed.



Senior Manager (Assets)

VehicleElectrical/ Mechanical

Consumables Fixed assets



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3.9.1 Purchase of consumables & fixed assets

Purchase of consumables & fixed assets

Prior to commencement of each financial year, the Assets Division shall seek Administrative Approval/Expenditure Sanction (AAES) based on the year’s estimated

expenditure on all prevalent consumables and fixed asset items. Basis the estimate prepared and approved, order is placed through appropriate channels and after

material receipt & inspection, payment is made through Finance Division.


Start: Preparation of estimate for the year of consumables & fixed assets

S1 Annual estimate prepared in consultation with divisions of GNIDA.

Requirements of each division are consolidated into a list and costs are

estimated against current market rates. Estimate prepared in

consideration with the annual budget prepared by Finance Division.

Assets Division Requirements

defined by GNIDA

Divisions, Annual

budget

Estimate for

approval

Offline

S2 Estimate and requirement list forwarded to competent authority for

review and approval.

CEO/ACEO/DCEO Estimate for

approval

Competent

authority signoff

Offline

S3 Assets Division to reach out to external agencies/suppliers to source

quotes/rate lists for required items

Assets Division Approved

estimate/asset

requirements

Rate lists

received from

suppliers

Offline

S4 Preparation of list of suppliers/manufacturers with whom purchase

orders can be placed

Assets Division Rate lists received Shortlist of

suppliers

Offline



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S5 Financial sanction is taken as per the limits given below:

- CEO – full powers

- DCEO/ACEO – 10 lakhs

- OSD/GM (HRD/ADM) – 1 lakhs

Competent

approving authority

as given to the left

Shortlist and

quotations

submitted to

review

Financial

sanction

granted

Offline

S6 Tender is floated and suppliers are selected (refer to “Tender

Management”)

OR

Purchases on quotation basis in following cases:

- Purchase is of urgent nature

- Value of items to be purchased is not substantial & tendering

would be costly

- Purchase is of specialised nature

- Purchase is being made from authorised dealers only

Tender Cell, Assets

Division

Financial sanction Quotations/

tenders

received

Offline

S7 Collection and evaluation of quotations by committee of GM (HRD/ADM),

Sr. FAO, Manager (Assets)

Committee Quotations Recommendatio

ns for approval

Offline

S8 Recommendation made by committee are sent for approval to:

- DCEO/ACEO – for consumables up to Rs. 2 cr.

- CEO – for dead stock/fixed assets

DCEO/ACEO & CEO Committee

recommendation

Supplier is

approved

S9 Purchase order is issued and order is placed with the approved supplier Sr. Manager (Assets) Purchase order Online



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S10 On receipt of material, it is sent for quality & quantity inspection Supplier Material purchased Inspected

material

Offline

S11 Supplier is intimated in writing in following events:

- Goods rejected by inspection team

- Short supplies as compared with bills/challans

Inspection team Inspected materials Material return

Note (MRN)

Or

Challan/bill

S12 Details of challan/bills recorded in the purchase daybook

S13 Bills sent to the Finance division for payment Administrative

support section

Approved bill Payment

released against

the bill

S14 Entry of payment in the purchase day book Finance division Payment details Online

S15 Intimation sent to the store in-charge about the stocks purchased & entry

is made in the concerned registers

Administrative

support section

Intimation Entry recorded

in registers

End: Stores issued to the division basis the indent slip & enter the issue details in the computer


Nil

3.9.2 Store and fixed asset recording system

Store and fixed asset recording system

Apart from purchasing of all consumables, dead stock items and Fixed assets of GNIDA, Asset division is also responsible for maintaining the same



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Start: Purchasing of all categories of assets

S1 Recording of the purchases in the store priced ledgers and Fixed asset

register:

a) Stationary store priced ledgers

b) Electrical store priced ledgers

c) Other consumables store priced ledgers

d) Fixed asset register

Store in charge Bills/challans of

purchases

- Online

S2 Maintaining the scrap register for all fixed assets & consumables

which have been scrapped or returned to store

Store In charge Online

S3 Numbering of the assets Administrative

division

- Manual

End: Generating MIS reports monthly/annually


Nil





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Nil


Integrated parking management system (especially applicable once new tenants move into the GNIDA offices at Knowledge Park IV)

3.12 Department Overview - Systems Division


1 Department Name Systems Division


ACEO (Systems)

OSD (Systems)

Senior Executive (Systems)

Manager (Systems)

Programmer- I (Systems)

Data Entry Operators



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The Systems Division is responsible for establishing, monitoring and maintaining IT systems and services for various Divisions within the Authority.

The processes/ functions carried out by the System division are broadly categorized as follows:

► Software development

► Issuance of hardware

► Maintenance, upgradation and replacement of hardware & software

► Creating and managing data back-up

► Provision of internet services across divisions

► Renewal of network licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup software)

► Grievance redressal (forwarding the complaints received to the respective departments)

4 IT applications / systems managed by you

► File Tracking System

► Office Automation Software (OAS)

► Online Allottee Services

► Query & Grievances system (Authority portal)

► Web-based Allottee Account Information System

► Integrated Grievance Redressal System (IGRS) (UP Govt. portal) – handled by a dedicated IGRS Cell

► Visitors Pass Management System – newly developed

► Document Management System – newly developed



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3.9.1 Software development

Software Development

The Systems Division engages in designing, creating, and managing of software applications needed for the various functions of GNIDA. The software is

developed on the request of a specific Division or group of Divisions through U.P. Government agencies, on an outsourced basis. Basis the request received,

the System dept. researches, plans, develops, implements, modifies, and maintains the software developed.

Preceding Process NA

Subsequent Process NA


Start: Need for software for managing respective functions at GNIDA/department

S1 Concerned Division raises requirement to Systems Division as per demand Respective Division Software

requirement

- Offline

S2 Systems Division reaches out to Government of Uttar Pradesh (via

government agencies) to provide rates for software along with commercial

terms & conditions

Systems Division Software

requirement

Rate list, commercial

T&Cs from gov’t agencies

Offline

S3 Systems Division prepares proposal for software development Systems Division Requirement for

software

Proposal for software

development

Offline

S4 Proposal is forward to the following for review and approval (administrative

& financial):

► Head of Department

Respective Division Proposal for

software

development

Approved proposal for

software development

Offline



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► ACEO

► CEO

S5 Post issuance of administrative approval and financial sanctions, Systems

Division to formally be awarded to UP Government agency via work order

(WO)

Systems Division Receipt of

administrative

approval

Work order issued Offline

S6 Regular progress monitoring Systems Division - - Offline

S7 Once a milestone is complete, payment file is moved to finance. Milestone

payments are processes by the finance dept.

Systems/ Finance

Dept.

Payment File Payment made Offline

S8 Once software is developed, UAT trial is undertaken for the respective

department

Systems/

Respective Division

- UAT -

S9 Respective dept. gives approvals on UAT trail certifying that the software is

okay and submits to System Dept.

Respective Division UAT Approval - Offline

S10 Issuance of Completion Certificate to the developer by System Systems Division - Completion Certificate Offline

End: Software developed


Nil

3.9.2 Issuance of hardware

Issuance of hardware



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As per the need and requirement of each division of GNIDA, System dept. issues and assigns the hardware needed to carry out the operations. Such hardware is acquired

by the System dept. independently depending upon the need of various divisions of GNIDA.




Start: Need for hardware at specific GNIDA department

S1 Systems Division reaches out to U.P. Government agencies to provide rates

with commercial terms & conditions

Systems Division Hardware

requirement

Rate list/terms and

conditions

Offline

S2 After receiving proposal with rates and terms & conditions from

Government agencies, Systems Division will prepare proposal. This is in the

case of all purchases of computer hardware and equipment.

Systems Division Rate list/terms

and conditions

Proposal prepared Offline

S3 Demand for hardware is reviewed by GNIDA Divisions Respective Division Rate lists, terms

and conditions

Rate list/demand

reviewed by Division(s)

Offline

S2 Proposal is forward to the following for review and approval:

► Head of Department

► ACEO

► CEO

Respective Division Proposal for

hardware

issuance

Approved proposal for

hardware issuance

Offline



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S3 Approved proposal is forwarded to System Dept. for issuance of hardware.

System dept. acquires the hardware independently through UP govt.

agencies like UPDESCO, UPTRON Powertronix Ltd

Respective

Division./Systems

Division

Approved

proposal for

hardware

issuance

- Offline

S4 Once System Dept. share the requirement with the Govt. agencies, they

send rates

System Dept./ Govt.

Agencies

Hardware

requirement

Rates Offline

S5 Rates received by System and forwarded for review and approval by:

► ACEO

► CEO

System Dept. Rates Approval Offline

S6 Post CEO’s approval, work awarded and Work Order sent back to agency for

delivery of items

System Dept. - Work Order Offline

S7 Hardware items issued to respective department System Dept. - Items issued Offline

S8 Installation report signed by respective department and submitted to

System Dept.

Respective Dept. - Installation Report Offline

S9 Payment file is moved to finance for one-time payment System Dept. Payment file - Offline

S10 Payment is issued to the govt. agency in the form of cheque/RTGS along with

Installation Report

System Dept./

Finance Dept.

- Payment made Offline

End: Hardware issued


1. Nil



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3.9.3 Maintenance, upgradation and replacement of hardware & software

Maintenance, upgradation and replacement of hardware & software

The hardware issued and software developed by the System dept. needs to be maintained, upgraded and replaced time to time due to the advancements in the technology,

limited life cycle of hardware/software, renewal of the licenses attached etc. For the same, there is an Annual Maintenance Contract (AMC) with specific govt. agency for

a period of 1 year along with manpower. The AMC contractor is responsible for handling all maintenance, upgradation and replacement requests, except those relating to

physical damage of computer hardware.




Start: Need for hardware/software maintenance, upgradation & replacement

S1 Either of the two happens:

1) Respective department/people submits request for maintenance/

upgradation/ replacement.

2) Routine maintenance/ upgradation /replacement occurs and is

undertaken by AMC contractor itself.

Respective

Dept./System

- Proposal for maintenance/

upgradation/ replacement

Offline

S2 Regular monitoring by System Dept. On completion of every quarter, file is

moved to finance for quarterly payment

System Dept - Payment file Offline

S3 Payment approved by Finance Dept and cheque is sent back to System Dept. Finance Dept. Payment file Payment approved Offline



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S4 Satisfactory report issued quarterly along with cheque System Dept. - Cheque & satisfactory report

issued

Offline

End: Maintenance/ upgradation/ replacement carried out


1. Nil

3.9.4 Renewal of network licenses

Renewal of network licenses

Renewal of network licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup software) is carried out for a period of 3 years along with manpower (annual

basis) support for a period of 3 years at a time (approval from CEO) taken from authorized vendors/ distributors/ manufacturers, proposal is made and approved by CEO.

Exchange server is in house.




Start: Need for network license renewal

S1 Proposal for renewal of network license prepared System Dept. - Proposal Offline

S2 Submitted for review and approval (administrative & financial) to the

following:

System Dept. Proposal Proposal approved Offline



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► Head of Dept.

► ACEO

► CEO

S3 Post receipt of administrative and financial approvals, renewal of network

licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup

software) is carried out for a period of 3 years along with manpower (annual

basis)

System Dept. - Renewal of network

license

Offline

S4 File sent to Finance Division for payment, renewal of license and for issuance

of manpower quantity bill

System Dept. Payment file - Offline

S5 Payment approved and processed by Finance Dept. Finance Dept. Payment file Payment approved Offline

End: Renewal of network license carried out


1. Nil

3.9.5 Creating and managing data back-up

Creating and managing data back up

A data back-up is created as a result of copying or archiving the files and folders for the purpose of being able to restore them in case of data loss. Such data backup is

created on DLT Tapes on daily basis. Along with the creation of data back-up, the System dept. also manages such data back up on daily basis.


1. Nil



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3.9.6 Grievance redressal

Grievance redressal

Each division’s nodal officer is the HOD of the grievances for their respective division and they are responsible to monitor the same. Complaints, queries and demands are

received from allottees and public in general, which are then forwarded to the concerned division online on the Query & Grievance system.




1. Nil



► Lack of notifications on existing online systems

► Potential for existing system to be integrated in the new ERP system


► Hardware complaints registration & monitoring system should be designed at two levels:

o User level

o System level



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► Issues of consumable items i.e. cartridges, tonners etc. to different divisions should be known on a real time basis

► Real-time notifications of all the complaints & updates

► Inventory maintained by Systems to be inter-linked with Asset division

► New hardware required for proper functioning of ERP system

► Software required to centrally monitor/handle hardware complaints, issuances of new hardware and replacements of computer hardware

3.13 Overview - Law Division


1 Department Name Law Division




of 248


The Law Division is responsible for handling all the legal matters and arbitration in all types of cases pertaining to GNIDA and providing advice when

sought on legal matters to all the divisions of GNIDA. The division is also responsible for vetting of the legal documents and standardization of

contracts. The Divisions of GNIDA are not permitted to handle the legal matters on their own and thus the Law Division acts as a crucial nodal

intermediary therein. Hence, the key functions handled by Law Division are as follows:

► Dealing/Attending all court cases relating to GNIDA

► Advice on all legal matters to all the divisions



GM (Law)

DGM (Law)

Law Officer

Deputy Law Officer (4)

Assistant Law Officer (4)

Assistant (10)

Consultants for Special Advice (5-6)



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3.9.1 Management of all ongoing court cases

Dealing/Attending all court cases

The divisions of GNIDA do not, on their own, handle any of the court cases filed against it even if such court case concerns a specific division. These court cases are handled

directly by the Law Division with assistance of the concerned Division – e.g. the Land Division will advise the Law Division on a case where GNIDA has been sued for

inadequate compensation against the land acquired by the Land Division. The Law Division will take care of the court proceedings in all sort of cases.


Start: Receipt of notice from the panel devised at each court/commission

S1 Law Department (GNIDA) is informed of receipt of notice at the

court/commission level

Panel of advocates

maintained at

court/commission

Notice - Offline

S2 Notice forwarded to Law Department for review Panel of advocates

maintained at

court/commission

Notice - Offline

S3 Evaluation of the case and analysis of the involvement of various

divisions of GNIDA is conducted in order to extract relevant

information for the case preparation

Law Department Notice Sending notice to

concerned

division for the

provision of

information

Offline

S4 Primary inputs and factual information are taken from all the concerned

divisions

Concerned Division Factual info

related to case

- Offline



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S5 Primary inputs and findings from analysis to be consolidated and evaluated

to determine where further information is required, if at all.

► If further information is required, S2 and S3 may be revisited, as

required.

► If no further information is required, proceed to S5.

Law Department - - Offline

S6 Information gathered and forwarded to advocate(s) stationed at

court/commission for issuance of counter affidavit

Law Division Data collected

from various

divisions

Info relevant for

the case

Offline

S7 Counter affidavit sent to internal legal team for analysis, review against

items received in suit, writ, etc.

Law Division - Counter affidavit Offline

End: Counter affidavit is filed with the relevant court and inception of court proceedings, which continue for as long as necessary


1. Sample counter affidavit

3.9.2 Advice on legal matters

Advice on all legal matters

The Law Division is responsible for advising all the divisions in their respective legal matters and also outside inquiries. It is responsible for drafting of urban

rules and regulation in consultation with the concerned divisions and assists in standardization of contracts with outside agencies to the extent possible &

advice when required. To do so, files are sent to the Law & Legal department for input on a case to case basis, by the respective departments.



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► Processing time is down

► No timely submission of report from the concerned division


► Real-time notifications of the notice received by the panel of lawyers

► Status of all the pending cases should be known on real-time basis

► Law Division should have power to loop in panel of advocates to reports generated/data housed by ERP

► Online platform to process, compress and exchange heavy size files

► Server should be able to host large quantum of data

► Facility of 5-6 scanners

► Reminder, notification alert for time bound execution of work and dates in the Court, if any

► Real time compliance of Court orders, both interim and final

► Departments to provide exact report of claims made by the claimant, petitioner, etc.

► Policy should be clear in all departments to minimize room for interpretation/confusion or larger term

3.14 Overview - RTI Cell




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1 Department Name RTI Cell



The Right to Information (RTI) Act, 2005 has the right for citizens to secure access to information under the control of public authorities, in order to

promote transparency and accountability in the working of every public authority. To meet this obligation, the Authority has dedicated a Right To

Information (RTI) Cell, whose single responsibility is to act as a nodal point for all incoming RTI queries, and to delegate those queries to the concerned

teams/departments.



ACEO

RTI Nodal Officer/ Sr. Manager

Assistant



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3.9.1 Delegation of RTIs

Delegation of RTIs

The RTI cells acts as a nodal office for receiving RTIs through GNIDA Central Dispatch (either offline or through the universal File Tracking System). The RTI Cell then

cascades these queries to the relevant division(s) for response. The standard timeline for response and disposal of a single RTI query is 30 days. If escalation occurs due to

non-response by the concerned division(s), the RTI cell shall re-forwarded the query to the concerned team for immediate response. In particular instances, the RTI cell

may directly handle escalations by communicating telephonically with applicants and providing reason for non-response. Monthly pending report of RTIs are forwarded

to the designated Public Information Officer (PIO) of the concerned team/department for disposal.




Start: RTI Query received by GNIDA Central Dispatch

S1 Hard copy file forwarded to RTI Cell for processing of query and delegation

to concerned team/department

Central Dispatch RTI Query RTI Query

forwarded to Cell

Offline/File

Tracking System

(FTS)

S2 Query delegated to concerned team/department within 1-2 working

days of receipt. Delegated queries are forwarded to a designated

Public Information Officer (PIO) within the concerned

team/department.

RTI Cell RTI Query RTI Query

forwarded to

concerned PIO

Offline/File

Tracking System

(FTS)



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S3 Concerned team/department to respond to query within 30 days of receipt

from RTI Cell. Once response has been formulated, concerned

team/department is to respond directly to the applicant through the

Universal File Tracking System (FTS).

In case of non-response within the prescribed timeline, RTI applicant may

submit an appeal to Appellate Officer (1) in order to have query addressed

on expedited basis.

Concerned PIO RTI Query RTI Query

responded to

Offline/File

Tracking System

(FTS)

End: RTI Query resolved


1. Sample RTI Query



► Problems being encountered due to lack of official staff, equipment such as photocopy machines, etc.


► RTI queries should be disposed of within 30 days of receipt by the concerned division. Concerned PIOs will be responsible for giving the required

information to the RTI applicant within 30 days – response should be copied to the RTI Nodal Officer for record keeping and formal disposal

► Provision for recalling of incorrectly delegated queries (e.g. if an RTI query intended for Planning Division is incorrectly routed to Urban Services

Division)

► Status tracking facility allowing monitoring of pendency on a departmental level



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► Well-defined escalation matrix, wherein cases of non-response can be escalated from the 1st Appellate Officer to a second round of appeals at the

State Government level

3.15 Common Processes

3.9.1 Online Grievance Redressal

Online Grievance Redressal

The Greater Noida Industrial Development Authority (GNIDA) invites grievance from its users through two comprehensive online channels. Complainants

may submit their grievances over their preferred portal; the complaint is received, filed and delegated to the appropriate team for resolution. Details of

the portals are given below:

Integrated Grievance Redressal System (IGRS): IGRS is an integrated grievance management tool introduced and managed by the government at a state

level. Complaints are filed through an online portal and received at a central level, wherein they are scanned and dispatched to the concerned entity (e.g.

GNIDA) for redressal. The grievances are dispatched manually (in hard copy). In parallel, complaint letters are scanned and uploaded to the UP Chief

Minister’s portal for viewing by the concerned entity or entities.

Online Grievance Platform: This platform is maintained and managed by GNIDA. Complaints are received directly by the Systems Division of the Authority.


Start: Grievance received by Systems Division at GNIDA

S1 Systems Division processes individual grievance cases and forwards

them to the concerned Division for resolution

Systems Division Received grievance Greivance forwarded

to concerned Division

File Tracking System

(FTS)/Online



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grievance redressal

platform(s)

S2 Concerned division to respond to complaint as required Concerned division Greivance forwarded


Resolution of

complaint


(FTS)/Online

grievance redressal

platform(s)/Offline

resolution

S3 Once complaint is resolved, concerned division intimates the same

to Systems Division for closure of grievance file

Concerned Division Resolution of

complaint

File forwarded to

Systems Division for

closing


(FTS)/Online

grievance redressal

platform(s)

End: Grievance file closed


1) Sample grievance received through IGRS

2) Sample grievance received through Online Grievance Portal

3.9.2 Jansunwai

Jansunwai

In addition to online channels, the Authority invites grievance cases to be filed in-person at biweekly meetings. Jansunwai meetings are held in the

Boardroom, GNIDA, on Tuesdays and Thursdays every week. Complainants register themselves for a visitor pass with the Customer Relations (CR) Cell

before being called to present their case to the meeting, chaired by the CEO, GNIDA. Presented cases are referred for necessary action.



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Start: Complainant arrives at GNIDA

S1 Complainant registered and issued visitor pass, cleared to

proceed to meeting room for presentation of complaint

Customer Relations

Cell

Complainant arrives

at GNIDA

Visitor Pass issued Visitors Pass

Management

System

S2 Complainant issued queue number. Basis the queue number (first-

come, first-serve), the complainant is called into the meeting and

may present the details of his/her case to the members of the

meeting.

Complainant - - Offline

S3 Complaint referred to concerned Division(s) for necessary action.

Complaint and necessary action recorded.

CEO (as chair of

Jansunwai meeting)

- Complaint delegated Offline

S4 Concerned division to respond to complaint as required Concerned division Greivance forwarded


Resolution of

complaint

Offline

S5 Once complaint is resolved, concerned division intimates the same

to Systems Division for closure of grievance file

Concerned Division Resolution of

complaint

File closed Offline

End: Grievance file closed


1) Sample grievance received through Jansunwai



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3.9.3 Tender Management

Tender Management

A tender document is a formal, structured invitation to suppliers to submit a bid to supply products or services. In the context of GNIDA, in order to execute

any work or service through an external agency, GNIDA follows its own detailed tender management process. The process is primarily handled by the

Division floating the tender, but is supported by a dedicated Tender Cell within the Projects Division. All tenders are managed through Uttar Pradesh

eTender portal (https://etender.up.nic.in/nicgep/app), except those under Rs. 1,00,000 lakh in value. Tenders may consist of two components – a technical

bid, wherein a proposing entity’s technical qualifications and experience are evaluated, and a price bid, wherein the proposing entity proposes a cost for

the services and/or work to be rendered.

► If the tender is for a value below Rs. 10,00,000, only a price bid is required

► If the tender is for a value above Rs. 10,00,000, both a technical/pre-qualification bid and a price bid are required

All bids are ultimately reviewed by the Tender Committee, which is constituted on the basis of the value of the contract being put out to tender:

► For tenders up to Rs. 50,00,000 in value, the Committee will be comprised of: DGM (Finance), two Sr. Managers (Project) other than the in-charge

of the circle for which the tender is being evaluated

► For tenders in excess of Rs. 50,00,000 in value, the Committeee will be comprised of: Both GMs (Projects), GM (Finance), DGM (Projects)




Start: Sector layout plan forwarded by Planning Division to Projects Division

https://etender.up.nic.in/nicgep/app



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S1 Basis requirement, the project manager/in-charge will prepare

tender documents according to standard terms and conditions

approved by CEO

Project manager/in-

charge

Tender requirement Draft tender

documents

Offline

S2 In the case of the Projects, Urban Services, Health and Horticulture

Divisions only, draft documents must also be forwarded to

Technical Cell for verification of specifications, bill of quantity,

calculations, tender conditions, etc.

For any Divisions not mentioned above, skip S2 and proceed

directly to S3.

Project manager/in-

charge

Draft tender

documents

TSC verification Offline

S3 Draft documents submitted to competent authority for approval of

tender. Competent authority is defined as below:

► For projects up to Rs. 2 cr. in value, DGM has full approval

authority

► For projects above Rs. 2 cr. in value, GM has full approval

authority

Project manager/in-

charge, Technical Cell

(if applicable)

Draft tender

documents

Competent authority

signoff

Offline

S4 Approved documents to be forwarded to Tender Cell for

publication of tender on eTenders portal. Once uploaded to portal,

tender documents are to be forwarded to Marketing Division for

publication in local newspapers.

Concerned Division Final tender

document

Tender forwarded for

publication in

appropriate channels

Offline

S5 Tender floated to intended audience via appropriate

communication channels (e.g. newspapers, message board,

website) by Marketing Division. Tender Cell uploads tender to e-

Tender portal.

Marketing Division,

Tender Cell

Final tender

document

Tender documents

published on

eTenders portal, in

newspapers

Offline, eTenders

portal



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S6 Opening of tender: Standard time schedules are to be followed with

regard to the minimum period between publication date and

opening date:

► 7 days for projects up to Rs. 10,00,000

► 10 days for projects between Rs. 10,00,000 and Rs. 2 cr.

► 14 days for projects above Rs. 2 cr.

Tender Cell - - Offline, eTenders

portal

S7 Following close of tender period, all received tenders to be

forwarded to Tender Committee for evaluation. Committee is

constituted based on tender value, as mentioned above.

► If tender has value up to Rs. 50,00,000, proceed to S9.

► If tender has value in excess of Rs. 50,00,000, proceed to

S13.

Tender Cell Received tenders Tenders forwarded to

Tender Committee

Offline, eTenders

portal

S8 Tender Committee to open pre-qualification/ technical bidding,

measuring technical qualifications and past experience of each

bidding entity. Preliminary evaluation of pre-qualification bid done

by concerned department/designated work circle.

Tender Committee Received tenders Committee

observations and

recommendations

Offline, eTenders

portal

S9 Findings from concerned department/ Work Circles’s evaluation of

pre-qualification bid to be forwarded to DGM/GM of Concerned

Division for review, first-level approval.

► In the case of Projects, Urban Services, Health and

Horticulture Division, the DGM/GM of the Concerned

Division will forward these findings to the Technical Cell for

further action. Proceed directly to S10.

► In case of all other Divisions, proceed directly to S11.

Project manager/in-

charge

Received tenders,

observations from



DGM/GM (Projects)

signoff

Offline



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S10 Technical Cell to review and grade received tenders on technical

merit. Once reviewed, file to be forwarded to Tender Cell along with

all observations for final decision.

Technical Cell Received tenders and

observations

Grading of tenders on

technical merit,

Technical Cell signoff

Offline


► Qualified tenders to move on to price bid stage



payment via RTGS

In case no tenders have qualified, return to S5 for republishing of

tender in newspapers and on eTenders portal


observations, and

technical grades

Tender Committee

decision

Offline

S12 Tender Committee sends file to Tender Cell for financial bid

opening and specify opening date on the system. Evaluation of

price bid done by concerned Work Circle, which is required to

prepare justification for tender value and costing.

Tender Committee,

Project manager/in-

charge

Received tenders Justification of tender

rate

Offline

S13 Findings from concerned department’s (concerned Work Circle in

case of Project tender) to be forwarded for review and first level

approval.

► In the case of Projects, Urban Services, Health and

Horticulture Division, the DGM/GM of the Concerned

Division will forward these findings to the Technical Cell for

further action. Proceed directly to S14.

► In case of all other Divisions, proceed directly to S15.

Project manager/in-

charge

Received tenders Received tenders,

observations from


price bid

Offline

S14 Technical Cell to comparatively review tenders received on a price

basis. Once reviewed, file to be forwarded to DGM/GM (Projects)

Technical Cell Received tenders,

observations from

Technical Cell signoff Offline



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along with all observations for final decision. Once reviewed, file to

be forwarded to Tender Committee along with all observations for

final decision.


price bid


► Qualified tenders to be forwarded to appropriate Tender

Accepting Authority.



payment via RTGS

In case no tenders have qualified, return to S5 for republishing of

tender in newspapers and on eTenders portal


observations, and

price justification

Tender Committee

decision

Offline

S16 Tender Committee to forward recommendations to relevant

Tender Accepting Authority, as given below:

► CEO has full accepting power, including for projects

greater than Rs. 2 cr. in value

► For projects between Rs. 50,00,000 and Rs. 2 cr. in value,

the ACEO is the Accepting Authority

► For projects between Rs. 25,00,000 and Rs. 50,00,000 in

value, the GM (Projects) is the Accepting Authority

► For projects between Rs. 10,00,000 and Rs. 25,00,000 in

value, the GM (Projects) is the Accepting Authority

► For projects below Rs. 10,00,000 in value, the GM

(Projects) is the Accepting Authority

Tender Committee,

Tender Accepting

Authority

Committee

observations and

recommendations on


(if applicable) and

price bid

Accepted tender Offline, eTenders

portal



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In the event of the relevant Tender Accepting Authority not being

in agreement with findings of Tender Committee, detailing

reasoning for the same to be forwarded to the next higher authority

for final decision. Ideally, the entire tender accepting process is to

be completed within 7 days of opening of the first round of bidding.

S17 Work Circle to issue Award Letter to winning bidder. One copy of

Award Letter copied to Tender Cell for upload of list of winning

bidders.

Project manager/in-

charge

List of winning bids Award letter issued Offline

S18 Awardee to submit required documents to facilitate signing of

contract bond, including stamp paper, indemnity bond, final quote

and a security deposit (as defined in the bond). If final quote is less

than the Bill of Quantities (BOQ) proposed in the original tender, a

percentage of the difference is taken as a performance guarantee

in the form of a Fixed Deposit Receipt (FDR) or bank guarantee, as

per policy.

Selected contractor Documents required

for facilitation of

contract bond

execution, security

deposit

- Offline

S19 On receipt of required documents, Contract Agreement/Bond is to

be drawn up between relevant users within the Authority and the

contractor. Bond executed at work circle level, with a copy to DGM

and GM (Projects)

Project manager/in-

charge

Accepted tender Contract bond

executed

Offline

S20 Bond forwarded to Finance Division for final signing and seal Project manager/in-

charge

Executed contract

bond

Finance Division

signoff

Offline

End: Commencement of work


► Sample Award Letter



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► Document(s) required for issuance of Contract Agreement/ Bond

► Sample Contract Agreement/ Bond

3.9.4 Contract Management

Contract Management

The Authority will engage in routine quality monitoring of agencies that it has contracted for delivery of services. Based on the findings from monitoring

activities, the Authority will be able to track progress of individual tasks against prescribed timelines/benchmarks (e.g. submission of deliverables/work

products by consultants, completion of works by project and urban service contractors, completion of construction by allottees under various schemes),

and take action on the basis of work completed against those timelines/benchmarks. In the case of construction and engineering works, this task would

also include enforcement of the prescribed defect liability period (DLP).


Nil

3.9.5 Policy formulation

Policy formulation

On a continuous basis, the Authority may engage in formulation of new policies as well as revision of existing policies. Such policies are formulated/revised

at the level of the Concerned Division, and forwarded to the competent authority (i.e. CEO) for approval as required. For example, the Property Division



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may elect to revise its policy for the transfer of subleases under Group Housing schemes. Policy would be formulated/amended by the concerned team,

and then forwarded to the CEO’s desk for approval.


Start: Requirement for new/amended policy identified by concerned Division

S1 Concerned Division to assess policy requirement and

formulate new policy and/or revise existing policy in

consultation with Finance and Law Divisions

Concerned Division Policy requirement Draft policy and/or

amendments

Offline

S2 Draft policy to be forwarded to concerned Head of Department

(HOD) for first level review and approval

Concerned Division Draft policy and/or

amendments

HOD signoff Offline

S3 Policy to be forwarded to CEO for final approval. Proceed to S4.

If revisions are required, policy to be returned to concerned team

via concerned HOD for reworking. Return to S1.

Concerned HOD Policy and/or

amendments

CEO signoff Offline

End: Approved policy put into effect


Nil



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3.9.6 Organization/coordination for Meetings

Organization/coordination for Meetings

In the event that large meeting space is requirement, divisions within the Authority may reserve the Boardroom and other meeting spaces in the Authority’s offices. Once

the meeting space has been reserved for the required time period, the concerned Division is responsible for leading organization and coordination of the meeting, as well

as for compiling the agenda and minutes for the same. This function is executed on a requirement basis, as and when a meeting is to be convened. This does not apply to

meetings of the Board, Greater Noida Authority.


Nil



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4.0 Technical Requirement Specifications

Technical specifications provided here are the set of requirements that the proposed ERP

system must meet. This document provides information to the SI on the business

requirements, various standards & guidelines, the best practices, and is an essential guide for

defining a proposed system and ensuring mutual understanding among key stakeholders.

All the technical specifications provided in this section are minimum and have been provided

for immediate reference only.

All the software (if any) along with proposed ERP system shall initially be supplied with a 5

(five) years comprehensive on-site OEM warranty/ support. Also, if the contract period is

extended, then bidder must ensure that all the supplied software OEM warranty, service and

support, subscription is also extended for the same period.

4.1 Implementation of ERP Application

a) Application must be web based, built on enterprise application platforms, use multi-tier

application architecture with sufficient flexibility for customization based on GNIDA

requirements.

b) The ERP application shall be built upon automated workflow management system.

c) Implementation of ERP application shall be based on the approved Business Blueprint and

Design.

d) Application shall be integrated with all the required third party services.

e) The ERP application shall support all popular/ common web browsers i.e. Google Chrome,

Mozilla Firefox, Internet Explorer, Apple Safari.

f) The ERP application shall be feature rich and comply with the guidelines issued by the

Govt. of India for the development of the government websites/ portal/ Web Application

i.e. GIGW.

g) The information and forms collected from various sources and the implementation of the

ERP application will have to be converted into appropriate electronic open standard

format(s) as mentioned in “Interoperability Framework for E-Governance in India-Draft

v1.0 issued by Ministry of Electronics & Information Technology (MeitY), Government of

India.

4.2 Design and Development of Web Portal

a) The SI shall design and development a web portal which should be user friendly and shall

have modern corporate look and feel.



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b) The SI shall be responsible for the development of a feature rich and dynamic content

web portal for the GNIDA and as per the guidelines issued by the Govt. of India for the

development of the government websites/ portal i.e. GIGW.

c) All the sections of the Web portal should be of dynamic nature and must be supported

with a Content Management module for easy content management and administration

of the same.

d) Web portal administrator should have the facility to view all the versions and rollback the

content.

e) The version number and keeping records up to maximum versions should be configurable.

f) The web portal should be responsive so that it should adjust as per the screen size. Thus,

design should be compatible with desktop, laptop, tablet, mobile phone and other

handheld devices.

g) The web portal should be compatible with all the major web browsers i.e. Internet

Explorer, Mozilla Firefox, Google Chrome, Apple Safari etc.

h) Design should not be font dependent. The content of the site should be readable with

default standard fonts.

i) Font properties should be such that the text must be readable both in print and electronic

format and the page must print correctly on A4 size paper.

j) The web portal should be bi-lingual and support English and Hindi languages.

k) Web portal should have a keyword based full content search facility for English and Hindi

languages.

l) To search specific record, each section/ module should have parameterized search.

m) There should be options to view website in different sizes of font.

4.3 System Architecture

a) The System shall be designed, implemented and deployed by considering the scalability,

reliability, security, business continuity, optimum performance of the entire solution and

based on the requirements of GNIDA.

b) The system architecture needs to be designed in a manner that will based on loosely

coupled components making it easy to extend.

c) The system should conform to an application development and integration methodology

based on a Service Oriented Architecture (SOA), and the integration methodology should

be based on REST/ SOAP/ XINS etc. and Web enabled services technologies.

d) The proposed system should have the capability to work in online as well as offline mode.



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SMS Service

Provider

Payment

Gateway

Provider

Aadhaar

API

User s

eMail

Account

GIS

Server

Internet

Firewall

Web Server

App Server

Database

Sever

Web Server

App Server

Database

Server

Server

Database

Server

Internet

Router

Load Balancer

Payment

Gateway

E-Sign & Aadhaar

VerificationSMS Gateway

Confirmation /

Communication

eMail

Server

eMail Server

Server

CMS

DMS

Data StorageTL

Internet

Router

Internet

Router

Firewall

Figure 1: System Architecture

e) All the modules/ components of the proposed system should be deployed in centralized

manner/ platform.

f) The architecture should be highly scalable and capable of delivering high-performance as

and when transaction volumes increase. It is required that application and deployment

architecture should provide the flexibility of Scaling-up (vertical scaling) and Scaling-out

(horizontal scaling) on Application and Web Servers, Database Servers, and all other

solution components.

g) The system should allow addition of more modules/ sub-modules and more users without

affecting the performance of overall application/ other functioning modules.

h) The system should support customization to meet the project requirements. In case need

for customization arises, the same should be done in the form of add-ons and routines/

patches that can be plugged/ unplugged from the base software package as the situation

arises.

i) The system should provide facility for 'single point data entry at source' and fully

integrated, unified and interfaced so that there are no redundancies. It should have the

ability to have an update occur in one module and be immediately available to all other

modules of the system even among geographically dispersed sites.



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j) The system should support clustering and high availability.

k) The system should have real-time data update among modules.

l) As specified above, the application should have multiple layers as described below:

i. Presentation Layer: This layer should be web-enabled and should run on all major

web browsers. This layer interfaces the business components and implements

automated data workflows for GUI initialization, loading, saving data, enabling and

disabling forms. Multi-language support is also implemented at this layer which

allows runtime modification of terms and phrases.

ii. Service layer: this layer contains a class library which takes care of inter-operability

and open standard/ protocols like web service, windows services, APIs, which

make this Business Layer a platform-independent. This layer is used to give

functionality for data exchange using web services based component or database

synchronization with external agency.

iii. Business layer: this layer should implement the process flow and logic that drives

the business functionality. This layer should be developed using component based

design. Framework should have provision to keeps all the user activity to be

audited and logged during the business process.

iv. Persistence layer: It has been visualized that the COTS solution for this project

would be managing very high volumes of data, storing a large amount of data for

long-term preservation of records at various repositories. It is mandatory for the

SI to ensure faster access and better manageability of this data. It is expected that

the SI will consider mechanisms which would improve the performance of this

layer.

v. Data layer: this layer has Data Access class library which provides methods for

exchanging data between business components/ layer and databases/ persistence

layer.



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Payment Gateway

SMS

eMail DMS

DSC

Aadhaar

Presentation Logic

Components

GIS

CMS

UI Components

Internet

Service Interfaces Message Types

Application Funcationalities

Business Workflow Business Components

Business Entities

Data Access

Components

Data Helpers/

Utilities

Service

Agencts

Services Data Components

Figure 2: n-Tier Application Architecture



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4.4 Internet and Intranet Enabled

a) The ERP application should support access via LAN, WAN and Internet with secured

connectivity.

b) The system should be scalable and flexible enough to provide access and information to

all the users from the different functions/ departments/ offices of GNIDA and other key

stakeholders.

c) The system should support all TCP/ IP/ SMTP/ or any other related protocols.

4.5 User Interface

a) The system should be user friendly and should have interactive Graphical User Interface

(GUI).

b) All the application modules and sub-modules shall use uniform theme in the GUI. The

application should be consistent in the sequences in the visual presentation to the user

and in use.

c) The online form should have mandatory fields marked out clearly. The system should not

allow submission of the form without completing the mandatory fields.

d) The system should have sufficient validation checks at GUI/ presentation layer for

validating the data formats, completeness of the forms in terms of mandatory fields,

checking for file type and size of files uploaded etc.

e) The system shall support uploading of scanned documents. There must be check(s) for

ensuring the upload of all the mandatory documents.

f) All functionality shall provide bi lingual support for English and Hindi languages. All screens

and templates should be in English by default.

g) It should have provision for warning and alert messages in case of validation failure,

incomplete data etc.

h) It should have facility to display confirmation/ warning windows for deletes, changes etc.

i) The system should provide consistent screen layouts and access methods across all

modules so that they look and behave the same.

j) The system should provide various reports/ MIS in graphical and tabular views along with

facility to drill down to navigate to the next levels of details and so on.

k) The user interface shall give flexibility to toggle between graphical and tabular views, and

tile different views in the same interface.

l) User specific/ customized dashboard should allow authorized user to take action on

pending activities in a secured manner in a system seamlessly integrated with other



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modules of the application. Submission of every activity in the system should suitably

update database on real-time basis.

4.6 Workflow Integration Approach

a) The ERP application shall support the creation of workflows which shall be implemented

using an automated workflow management system.

b) The ERP application should support creation of secondary workflows as well, which would

be fully integrated with the primary workflows.

c) The ERP application should be able to support/ configure complete workflow required for

successful coverage of various processes of GNIDA. It should allow designing of workflow

with the ability to define business rules, process flows, alerts and triggers without

programming.

d) ERP application should automatically raise alerts, messaging, notifications, emails etc.

across functional areas/ modules and concerned stakeholders based on the various

deadlines/ timelines assigned for particular task or if an attempt is made to amend the

entries already entered in the system.

e) Workflow management/ control must be an integrated part of the application. The ERP

application should allow authorized user to configure the workflow as per the guidelines

of the Authority for handling the processes successfully. The workflow management/

control should provide consistent method of defining business rules, process flows for all

GNIDA offices and concerned stakeholders.

f) Mandatory approval should be uploaded in the ERP application prior to making any

changes in the workflow. Audit trail of the modifications should be maintained in the

system.

g) ERP application should allow devising of simple or complex rules to suite the GNIDA

requirements and also the requirements specific to certain stakeholder(s). The rules

should be stored in a central repository and the same must be shared across all business

processes.

h) No programming/ coding should be required when configuring the workflow or change in

the workflow. If there is any change in the personnel or approving authorities, delegation

of power/ authority or a change in GNIDA policies, the workflow should be updated

without any programming and should be applied on live transactions.



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4.7 Integration

a) The system should be designed to ensure that current and new applications can be

seamlessly integrated (through an application integration solution using XML) within its

architecture with minimal impact and changes.

b) The system should be fully integrated across modules and functional areas.

c) Identify the data/ services which is to be exchanged between the ERP application, GNIDA

website and other internal/ external systems.

d) Identify integration touch points for ensuring seamless integration with these internal/

external systems and GNIDA website.

e) The system should support integration with the following (but not limited to) application/

systems:

i. Integration with GIS: GNIDA has a GIS application which is integral part of various

business process. SI shall co-ordinate with the Authority and GIS service provider

to identify integration requirements and ensure successful integration with ERP

application and web portal. GNIDA using Autodesk Infrastructure Map Guide

Version 2012.

ii. Integration with mobile application: GNIDA has recently developed a mobile

application for providing some of the key services to the business community and

citizen. SI shall assess the mobile application and identify key points for successful

integration of ERP application with mobile application.

iii. Payment gateway: The application and web portal would provide the online

payment services (for payment of bills, fee etc.) through integration with the

payment gateways. The application shall support card payments using all the

popular debit and credit cards, net banking, wallets, and other popular payment

methods.

iv. Digital certificate services: The application should have DSC enabled and should

automatically enable/ disable the Digital Signature Certificates (DSCs) of

employees depending on the current status of each employee namely, fresh

appointment/ transfer/ suspension/ leave/ training/ retirement etc. The system

should accordingly enable DSC only for an active employee.

v. SMS service: the application and web portal should be integrated with SMS

gateway for sending confirmations, status, alerts, reminders, notifications,

messages etc. via SMS.



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vi. E-Mail services: the application and web portal should provide the user to send

and receive formal communication, confirmation, status, alerts, messages,

reminders, notifications etc. via email

vii. E-Sign (Aadhaar based): the application should be integrated with e-sign platform

to enable users to sign document digitally.

viii. Aadhaar: application and web portal should also be integrated with the “Aadhaar‟

for based authentication of user.

ix. Document Management System: the ERP application should be integrated with

the DMS to access various legacy digitized content/ files for business continuity.

x. Content Management System: the web portal shall be integrated with content

management system in order to make it dynamic in nature and for version control

of the content of the web portal.

xi. Single window system: the ERP solution should be integrated with the upcoming

single window system of Government of Uttar Pradesh. The single window system

is being developed for facilitating the business community in setting up of their

businesses in Uttar Pradesh.

4.8 Import/ Export Facility

a) The system should support the upload and download of the MS Word files, MS Excel files,

Adobe Acrobat files, Image files etc. type into/ from the system.

b) Any other file-format as required by GNIDA in due course of time.

4.9 Data Migration

a) SI is expected to carryout independent exercise for assessment of data source, data

format, and data fields and number of records before data migration. SI should provide

data migration templates to GNIDA for data migration works.

b) SI should ensure proper validations, tracking and reporting and correction procedures for

migration of data from the existing database/ any other format shared by the GNIDA.

c) Ensuring correct migration of data shall be the responsibility of SI.

d) The system should be fully compatible for data exchange/ enable data migration with

existing system being used by GNIDA.



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4.10 Hosting Services

a) SI shall be responsible for hosting the ERP application at cloud platform on “Platform as a

Service” (PaaS) model. The cloud platform where the newly developed system will be

hosted shall have following capabilities

i. Scalability: The configuration of the cloud platform is expected to have adequate

upgrade capability in terms of processors, RAM, disk storage etc. which should be

achievable with minimum disruptions to running system/ processes and no

additional cost to the GNIDA.

ii. Reliability: the cloud platform should be reliable and there should not be any

outages. Cloud platform should always run in redundancy/standby mode so that

in case of any outage system should automatically switch to the standby servers.

The ensure reliability SI shall commission equipment manufactured by reputed

companies which have 24×7 prompt support to address any unforeseen

challenges.

iii. Security: The cloud platform should have highest level of security features against

both physical as well as cyber threats.

iv. Backup: Appropriate archiving system (i.e. SAN, tape library, optical backup

equipment or better alternative) to be installed at server sites. In the event of

serious failure, backed up data must be restored in quickest possible time to

ensure continuity of the services.

b) The SI shall formulate an effective back-up strategy and disaster recovery plan and shall

be responsible for implementing the same at the time of commissioning of ERP

application.

c) The specification of the servers shall be designed to ensure high availability of servers. All

the major servers should be configured in such a way that there is no single point of

failure.

d) The cloud service should provide dedicated IP, dedicated TLS certificate.

4.11 Online Training and Help Facility

a) The system should have comprehensive online help facility (user manuals, self-running

demos) wherein the users can obtain system specific technical/ functional help online.

b) The system should maintain a database of FAQ(s).

c) The system should also maintain a Feedback database.



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4.12 Installation/ Upgrade/ Enhancement

a) The system should facilitate seamless upgrades (deployment of patches/ new version)

without any adverse impact on the system and its components.

b) The SI should provide notification and patches for system enhancements and fixes to ERP

application after implementation on a proactive basis.

c) The system should have facility to maintain versions with changes/ modifications made in

each release.

4.13 Scalability

a) The system should be scalable to handle the peak load coming from different types of

users i.e. Internal and External Users, and should support high volume of data upload,

without compromising response time or efficiency of the system.

b) A load balancer should be deployed to optimize resource use, maximize throughput,

minimize response time, and avoid overload of any single resource.

a) Tentative users who would be using the ERP solution regularly are as following:

i. GNIDA Users: 500 (approximately) (please refer Annexure-I of this volume).

ii. Citizens/ Residents and Business Users: 1,50,000 (approximately) which may

increase to 5,00,000 during AMC period.

c) Scalability of the solution is to be achieved at least along the Dimensions described below:

i. Scalability in terms of the volumes of transactions handled: This translates to the

facility to enhance the hardware, software and network capacities to maintain the

performance levels always in tune with the SLA metrics.

The system should allow addition of more users as and when required, without


ii. Scalability in terms of addition of new services of an existing department: This

translates to seamless and effortless integration with the backend application such

that new citizen services can be added and deployed with relative ease.

iii. Scalability in terms of addition of new departments: This translates to seamless

integration with heterogeneous systems at the backend with relative ease of

deployment of the applications and services, maintaining the common look and

feel and functionality at the front-end.

The system should allow addition of more modules/ sub-modules without




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iv. Scalability in terms of addition of new channels of delivery: This translates to

designing the systems suitably to provide services through other delivery channels

like the mobile devices, PDAs, DTV and other devices.

4.14 Security

a) The system should provide well-designed identity management system, security of digital

assets, data, network security, backup and recovery/ disaster recovery system.

b) The system must have proper security and maintenance facility with access control

features for controlling the access rights over the system and over the various functions/

features available for different types of users.

c) Unauthorized access should be restricted and only authorized users with valid login-id and

password to should be allowed to access the legitimate features i.e. access to data file,

module, screen, data table, record, field, etc. If required, second level password may be

provided for accessing certain features/ screens/ transactions.

d) To maintain information security during transaction the developed system should support

both HTTP and HTTPS, all internal data communication shall be done through encrypted

mode using latest version of TLS (Transport Layer Security)/ SSL (Secure Socket Layer).

e) It is recommended that the SI should follow the eSAFE (eGovernance Security Assurance

Framework) Guidelines for Implementation of Security Controls issued by the Ministry of

Electronics and Information Technology (MeitY), Government of India.

f) Solution shall apply security measures like ‘captcha’ at the time of login by user to

determine whether the user is human or not, and to avoid unauthorized access by Other

Software i.e. Bots etc.

g) The system should have a capability to assign activities to roles, and map roles to users

and provide role based access to users.

h) The system should notify security/ system administrator regarding unauthorized access

or attempt to access and record in a log with reporting mechanism.

i) The system should have the feature of automatic log-off if there is no user activity for

specified time period.

j) The application should have sufficient validation checks at GUI/ presentation layer for

validating the data formats.

k) The application should provide safeguards to prevent damage to data from user errors,

simultaneous updates, module unavailability or system failures.

l) The system data must be kept on storage media with high tolerance of failure/ accident/

natural calamity.



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m) The ERP application must have integrated security/ monitoring features with the

following:

i. Definition of roles and users

ii. Define role-wise add/ edit/ view/ delete rights for each entry form/ report in all

modules

iii. Digital time and user stamping of each transaction

iv. Online monitoring of the user activities using user activity logs

n) Advanced authentication (including PKI) support: is recommended that the portal shall

support advanced cloud based authentication techniques, along with username/

password, such as PKI with X.509 certificates, OATH compliant OTP tokens.

o) Anti-Virus and Anti-Spam Services: Anti-Virus and Anti-Spam shall be deployed to keep

the servers and application secure from the attack of virus, spyware, Trojans and spam.

This will also act as a centralized system for updating the virus definitions on the systems

across offices of GNIDA.

p) Firewall with Intrusion Prevention System shall be configured and deployed to stop

intrusion and other threats coming from the network before it enters the ERP system.

q) There should be 3 levels of Security Considerations as described below:

a. Application Level Security:

i. User authentication

ii. User authorization i.e. role based access to services, transactions and data

iii. Digital Certificate to be used for signing the documents

iv. Secure storage of user credentials

v. Comprehensive logging & audit trail of sessions and transactions

b. Network/ Transport Level Security:

i. Network Link Encryption (IPSEC)

ii. Encrypted HTTP session using SSL (HTTPS)

c. Server Level Security:

i. Firewall to filter unauthorized sessions/traffic

ii. Intrusion Prevention System to detect/ prevent unauthorized activities/

sessions

iii. Server –to-server communication encryption



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iv. Secured/ encrypted storage of data/ data elements in Database & DB

Backups

4.15 System Control and Audit

a) The system should maintain audit trails, audit logs and transaction logs (what, when, who

has changed).

b) The application shall log all the actions done by individual users with user name, date and

time and the administrator shall be able to generate detailed audit logs and history of the

process instance.

c) It should enable availability of user wise online audit trails/ logs which should be archived

based on user, date, time etc. as part of audit records keeping.

d) All the edited and deleted (if any) records should be traceable and copy of all records

should be kept in the system and which should be available with MIS reporting of the

same.

4.16 Data Backup/ Data Archival/ Restore

a) In case of server failure, system should support auto-switching of failover to other

available/ backup server.

b) The system should be able to archive data, based on user specified parameters (i.e. date

range) and restore archival data for online use whenever required.

c) Backup and recovery of all the system software, application software, database, etc. as

per GoI policy (Guidelines for Government Departments for Adoption/ Procurement of

Cloud Services).

d) The system should provide features to schedule backup/ restore operations. The SI should

ensure that activity such as proper Data Backup, Data Restoration, and Data

Synchronization at Disaster Recovery site are tested and implemented properly as per the

standard norms.

e) The system should have the capability to run multiple backup tasks in parallel.

f) The system should produce a report for each backup/ restore activity.

g) The system should support direct backup of data from one machine to another/ from

server to back tapes/ CDs/ Storage Area Network etc.

h) The system should have provision to keep data on storage media with high tolerance of

failure.



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i) The system should allow recovery of data in case of hardware/ software failure and data

corruption. It should be able to perform recovery to a point of time, to known backup

database.

4.17 Database

a) Sensitive application data should be encrypted before saving it in the database and

decrypted before it is returned to the application.

b) The encryption and decryption process should be performed at the database layer to

ensure data security.

c) Subsequent backups of the database to the disks or tapes shall also have sensitive data in

encrypted. Should support native optional database level encryption on the table columns

or backups.

d) Database should be able to compress structured data and unstructured data such as

documents, images, and multimedia in OLTP mode, and query execution should be faster

on compressed data.

e) Database should support data mining techniques and allow seamless integration with a

data warehouse. The data mining techniques like classification, clustering, regression and

association rule learning should be supported by the database to support data mining

applications developed in the application layer.

f) Database should provide high availability and disaster recovery using cost effective option

of automatically synchronizing the transaction logs to disaster site, which in case of fail

over the other node provides the availability of all data.

g) Database should be an enterprise class database with at least EAL Security Certification

that ensures adequate assurance from positive security engineering.

h) The database should have an in-built diagnostic and tuning pack to help check the health

of the database.

i) The Database should support all leading Enterprise Management Systems featuring in the

Gartner Magic Quadrant Reports.

4.18 Enterprise Management System

a) In addition to the hardware and software requirements of this implementation, SI shall

also implement and maintain an Enterprise Management System (EMS). The EMS should

be able to support the proposed hardware and software components at DC and DRC over

the tenure of the contract. The EMS should be capable of providing early warning signals



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to the GNIDA on the solution performance issues, and future infrastructure capacity

augmentation.

b) SI is required to design, supply, install, train, customize, test, implement, rollout and

maintain the EMS application and hardware at the DC and DRC as per the requirements

of this RFP. Bidder is expected to provide and implement an EMS encompassing the

following functions:

i. Configuration Management

ii. Fault Management

iii. Incident, Problem and Change Management

iv. Asset Management

v. Remote Control

vi. SLA management & monitoring

vii. Performance management

viii. Monitoring Backup and Management

ix. Event Management

x. Server, storage and other infrastructure management

xi. Monitor network components of the LAN & WAN

xii. Network Link Monitoring

xiii. Other modules as required by SI to meet the requirements of the RFP

c) Also the EMS solution should be extended to any new device which will be added by in

future to fulfil the project requirements.

4.19 Operations

a) The ERP application should be able to generate user friendly MIS reports, Graphical

reports etc. in customized and standard form. The following types of reports, but not

limited to, are required to be generated from this sub module. The report should be

generated in standard formats like MS Word, MS Excel, Adobe Acrobat files etc.:

i. Fixed Format Reports: Application should have robust reporting capability, and

should be able to generate in multiple formats including MS Word, MS Excel,

Adobe Acrobat files etc. The output should be delivered through email or should

be printed.



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ii. Ad-hoc Reports: Application should provide ad hoc query & analysis capability so

that business users could create new analyses from scratch or modify existing

analyses.

iii. Tools and utilities should be provided to facilitate design layout using MS Word,

MS Excel, Adobe Acrobat etc.

b) The ERP application should provide dashboards to various users. The layout and content

of the dashboard would be based on the user role/ category/ type etc.

c) The ERP application shall periodically and automatically save the data entered by the user

into the system during a live session and shall make the data available to the user as

intermediate save even after expiry of the session. System should prompt the user

regarding availability of intermediate/ draft data, and ask for the permission to save or

discard this data.

d) The ERP application should display data according to user profile/ access rights.

e) The ERP application should provide functionality to users in generating reports on their

own without having knowledge about technical programming.

f) Any document or report should be previewed before printing.

g) The system should provide error logging facility. The system should have ability to redo/

rollback a transaction after recovery from software/ hardware failure to ensure data

integrity.

h) The system should restrict users from deleting data directly unless authorized to do so. In

case of authorized users also, only soft delete facility would be available.

i) The system should allow multiple users to access the same module simultaneously.

j) The ERP application should notify users automatically after report is generated.

k) The system should have a mechanism for resetting and emailing the new password to the

users registered email ID, in case one forgets his password

l) The system should provide facility to block or unblock any user access



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5.0 Schedule of Services

The SI under this project would be engaged on a turnkey basis for implementing the solution

and providing complete support in its functioning for the stipulated time-period. The system

would be implemented for all departments of GNIDA.

The successful implementation of this project requires the SI to provide quality and timely

services to GNIDA. All the activities performed by the SI during different phases of the project

shall be closely monitored by GNIDA. The SI is strongly advised to carefully read the Schedule

of Services and quote accordingly.

The broad schedule of services for the SI during the period of contract/ engagement would

include (but not limited to):

a) Perform a requirement study and prepare Business Blueprint document along with Design

Documents.

b) Implementation of ERP application (including development of bespoke functionalities/

modules/ sub-modules).

c) Design and development of web portal.

d) Data migration from existing (old) applications to the proposed (new) ERP application.

e) Application testing i.e. unit testing, integration testing, system testing and load testing.

f) User Acceptance Testing (UAT) of the system

g) Installation and commissioning of Cloud Platform

h) Commissioning of ERP application and web portal

i) Documentation

j) Go-Live of ERP application and web portal

k) Training and capacity building

l) Operations and maintenance of ERP application

5.1 Business Process Analysis

SI shall study the business processes to supplement the understanding gathered from the

high level business processes included in this RFP document. Therefore, SI’s objective should

be to develop comprehensive understanding of the existing business processes of GNIDA

before designing/ proposing the ERP solution.



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5.2 Requirement Study and Preparation of Business Blueprint & Design

SI shall also carryout detailed requirement study for preparing the Business Blueprint

Document along with Design Documents for implementation of ERP application and web

portal.

Preparing the Project Implementation Plan is also an essential part of the project, hence it is

expected from the SI to perform following task very meticulously before finalizing the project

implementation plan.

a) Although, an indicative FRS has been provided, the bidder is responsible to carry out an

independent system study at GNIDA headquarter and field offices, to thoroughly

understand the functional and operational processes of authority by:

i. Interacting with concerned officials and understanding the whole purpose

ii. Reviewing the existing systems, process, and existing application software

iii. Detailing various use cases scenarios

iv. Understanding/ assessment of data migration requirement and strategy

v. Understanding/ assessment of data inputs and outputs requirements by

collecting all input forms, registers and report formats of GNIDA

vi. Understanding/ assessment of existing applications from prospective of

integration with proposed application

b) Conducting a detailed assessment of the functional, technical and operational

requirements.

c) Identify the core application modules/ sub-modules proposed to be implemented/

developed and rolled out under this project.

d) The SI shall carry out the study of the existing IT systems for the exact requirement of

interfacing/ integration with the existing legacy application.

e) The SI shall conduct the preliminary study of the existing website and gather detailed

requirements through consultation with GNIDA officials.

f) SI shall also be required to assess hardware and networking requirement for GNIDA i.e.

Desktops/ Laptops for internal users, upgradation of existing network etc. for the

successful usage of ERP system without facing any bottleneck from hardware and network

capacity side. The SI shall submit the assessment report to GNIDA along with ERP

requirement study so that GNIDA could take required measures well within time.

g) Based on the above study, preparing the Business Blueprint Document clearly highlighting

the gaps and the best practices available in the proposed solution. The document will

indicate the additions/ modifications that need to be made to the business processes in



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view of the RFP implementation. The SI shall obtain the Sign-off on Business Blueprint

Document from GNIDA.

h) Based on the approved Business Blueprint Document, finalize the Design Documents,

based on the principles of Enterprise Architecture (EA).

i) Preparation and submission of Project Implementation Plan.

5.3 Implementation of ERP Application

a) Implementation of ERP Application: this includes design, customization, configuration,

deployment and commissioning of COTS module(s)/ sub-module(s)/ functionalities, and if

required, bespoke development of module(s)/ sub-module(s)/ functionalities to comply

with the business needs of the GNIDA. The implementation shall be based on the

approved Business Blueprint and Design.

b) The ERP application could be based on one of the following options:

i. Configuration/ Customisation of COTS product

ii. Combination of COSTS product + Bespoke development

c) The implementation shall be based on automated workflow management system. If

required, SI may use any workflow management software for building all the required

workflow features in the ERP application. All the applicable licenses (if any and as

applicable time-to-time), shall be provided by SI.

d) During the implementation and commissioning of the ERP application, circumstances may

arise when at Authority, most of the functions get computerized but some may still

remain manual. The SI shall state how the Authority would function in such a scenario and

how interfacing would be done between computerized system and manual processes, and

vice-versa.

e) Identify and Integrate with all internal and external systems and services as per the

requirement of the proposed system.

f) The bidders must submit the ERP solution details along with the technical bid as per the

details provided in section 1, 2 & 3 above and Annexure-XVIII of Volume-II (ERP Solution

Compliance Sheet) of this RFP.

g) Access to specific elements of the application. The audit trail should provide a facility to

trace the path of changes in the ERP application.

h) Configuring the specific system modules and third party applications.

i) The Bidder is required to recommend the Database and design the System in line with

specifications enlisted in this RFP.



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j) The SI will also be responsible for hosting the system on cloud platform on PaaS model as

explained in detail at clause 5.9 of this section.

k) Carryout testing of the ERP application including unit testing, integration testing, and

system testing etc. along with User Acceptance Testing.

l) Conducting various testing including Load Testing, Performance Testing etc. and making

necessary changes in the proposed application based on such test results.

m) All tools required for load testing and performance testing should be standard. In case any

third Party tools are required, the same are to be arranged by the SI for this project.

n) Any other work required to complete the proposed ERP application as per the

requirement of GNIDA.

o) The SI is required to provide detailed profile of the team proposed for implementation

phase in the technical bid. A format for submitting the profiles of the proposed team is

provided at Annexure-V of Volume-II.

5.4 Design and Develop Web Portal

a) SI shall prepare a design document which should specify look & feel / design and layout

of the web pages, various functionalities and features of the web portal, mechanism of

content management along with mechanism of version control of content.

b) Design and development of feature rich with dynamic content website with version

control feature along with all the approved functionalities, design/ look & feel etc.

5.5 Integration of ERP Application and Web Portal

a) The SI will be responsible for integration of ERP application and Web Portal (as applicable)

with the following:

i. GIS application of GNIDA i.e. Autodesk Infrastructure Map Guide Version 2012

ii. Mobile application of GNIDA

iii. Payment gateway

iv. Digital certificate services

v. SMS gateway

vi. E-mail gateway

vii. E-Sign platform (Aadhaar based)

viii. Aadhaar based verification services

ix. Document Management System (DMS)



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x. Content Management System (CMS)

xi. Single window system of Government of UP

and any other application which may require integration with ERP application to

cater the business needs of GNIDA.

b) SI shall be responsible for assisting the GNIDA in:

i. Identification and integration of e-Sign, Payment Gateway, Email Gateway, SMS

Service Provider(s) and any other service providers required to successfully cater

the business needs of GNIDA or identified by GNIDA.

ii. Signing of contract with the service provider(s)

iii. Resolving any issue/ problem arises in the project, pertaining to the services

provided by the service provider(s).

c) GNIDA will bear the setup and running/ operational cost of e-Sign, payment gateway and

SMS gateway services, digital certificates etc.

d) The ERP must facilitate above functionalities from the day one. The onetime cost i.e.

subscription/registration fee etc. and the recurring cost (if any) shall be borne by GNIDA.

5.6 Data Migration

a) The SI shall be responsible to carryout data collection, data preparation, data validation,

data cleansing/ correction, data entry and data migration for all kinds of master data and

transaction data required to successfully implement and operationalize the proposed

system.

b) Undertake data migration from the legacy systems and other electronic data presently

available with GNIDA.

c) The SI shall develop a migration strategy for migration of data from existing application

software and from other available sources to the database of proposed ERP application.

d) SI shall ensure correct migration of data.

5.7 Testing of ERP Application and Web Portal

a) Preparation and submission of detailed testing plan and strategy.

b) Prepare and share various use cases and scenarios.

c) Performing unit testing, integration testing, system testing and load testing.

d) Conducting testing of various components/ modules of the ERP application and Web

Portal, as per the latest version of the IEEE 730 standards. The bidder shall be required to

share the testing documents and standards with the designated software testing team,

wherever applicable/ required.



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e) Taking corrective steps based on the testing reports i.e. rectifying the software issues/

bugs reported during the testing.

f) The test results along with details/ report of action taken shall be submitted to GNIDA.

g) All the testing and related activities will be carried out by the SI at its own expense and at

no additional cost to GNIDA.

5.8 Acceptance Testing

a) Acceptance Testing and Certification intends to verify that the ERP application and all of

the components meets stated requirements, standards, specifications and performance.

The following are parameters against which acceptance testing would be conducted:

i. Functional requirements

ii. Technical requirements

iii. Infrastructure (hardware and software) compliance review

iv. Availability of the desired/ prescribed services at the defined locations

v. Quality review of migrated data and data generated by the ERP application

vi. Performance testing including load testing

vii. Security testing

viii. Manageability of ERP application

ix. SLA monitoring and reporting system

x. Project documentation and strategy/ plan for periodic updates

b) SI shall be required to submit following before notifying the department for Acceptance

Testing:

i. Preparation and submission of detailed User Acceptance Testing (UAT) plan.

ii. Prepare and share various UAT use cases, scenarios and results.

iii. Submit system test cases with results to GNIDA for review and verification at the

time of UAT.

c) SI shall notify GNIDA formally to begin the UAT of the proposed ERP application.

d) UAT shall be done jointly by GNIDA, SI and the consultants appointed by GNIDA (if any).

SI shall assist GNIDA in carrying out UAT of ERP application.

e) Rectifying the ERP application issues/ bugs reported during the testing upto the

satisfaction of GNIDA.



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f) GNIDA may reject any module/ system or any part thereof that fails to pass any test or do

not conform to the specifications/ GNIDA requirements. The SI shall rectify such rejected

item/ module or parts thereof or make alterations necessary to meet the specifications

and shall again perform the testing, all these activities shall be performed at no additional

cost to GNIDA.

g) GNIDA will provide full co-operation to the SI in conducting the testing. User acceptance

testing shall be carried out both on the development server.

h) Final approval/ user acceptance of the ERP application shall be given by GNIDA after

successful implementation and testing. This is the responsibility of the SI to obtain the

UAT approval from the GNIDA.

i) Third Party Audit (TPA)

i. Before accepting the application, a third party audit would be done by GNIDA, The

TPA would be selected separately by GNIDA or alternatively the SI may be asked to

give a list of auditors, of which GNIDA will approve one for the auditors. In either of

the case, the payment will be made directly by GNIDA to the TPA.

ii. The audit shall cover the following aspects of the project:

A. Vulnerability assessment of the critical servers and network devices

B. Penetration testing of the systems and networks (external and internal)

C. Security assessment of newly implemented ERP application

j) All the costs towards testing (except TPA cost) and commissioning to be borne by the SI.

k) GNIDA will bear the TPA cost only for the first time after deployment of application or

deployment of changes requested by GNIDA. In case there is a need to repeat TPA due to

malfunctioning of ERP application, security issue, deployment of upgradation, patch, bug

fixes etc. for any reason related with ERP system then entire cost of TPA, any number of

times as it may be required, shall be borne by SI.

5.9 Commissioning of ERP Application and Web Portal

a) Only after the successful completion of UAT and TPA report by GNIDA (including Security

Testing from the CERT-In empaneled agencies), the application software shall be deployed

on the production environment.

b) The SI shall be responsible for installation, integration, testing and commissioning of the

hosting environment on the cloud platform, along with all the allied equipment, software,

updates, patches etc. at the hosting environment as and when needed.

c) Only after successful deployment of ERP system on cloud platform, the ERP system would

be deemed to have been commissioned.



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5.9.1 Hosting Requirements:

i. SI shall be responsible for hosting the ERP application and web portal on the cloud

platform on Platform as a Service (PaaS) model.

ii. SI will be responsible for installation of all the software required for the successful

hosting of the ERP application.

iii. In case there is any requirement of application specific server at any point of time,

the supplier shall be required to provide the same also without any additional cost

to the GNIDA.

iv. Cloud platforms should provide sufficient capacity in terms of data processing,

data storage and network bandwidth to handle the overall load and traffic coming

to the ERP application without compromising the overall performance of the

system.

v. It will be the responsibility of SI to prepare the specification for cloud platform i.e.

CPUs, RAM, storage, required software, other equipment and the network

requirements for running the ERP application efficiently. Whatever infrastructure

is needed shall be clearly accounted in the bid document.

vi. Appropriate redundancies shall be built in the IT infrastructure as per standard

industry practices. The cost of cloud platform should also include cost of Disaster

Recovery (DR) site as well. The location for the DR site shall be finalized by SI after

discussing with GNIDA.

vii. The SI shall formulate an effective Back-up Strategy and Disaster Recovery Plan

and take sign-off from the GNIDA. SI shall be responsible for the implementation

of approved Back-up and Disaster Recovery plan.

viii. The SI shall also ensure that the hosting services should be portable to another

vendor without any changes to hosting environment.

ix. It is recommended that the SI shall either host the ERP solution on its own cloud

hosting platform or go for the MeitY empaneled CSPs. In no case, SI shall host the

application on cloud platform of any company which has a history of data loss and

security breaches.

5.10 Documentation

a) Preparation of the documents like but not limited to, Business Blueprint document,

Design documents, Project Implementation Plan, Change Management Plan, Training

Plan, Test Cases, Scenarios & Results, Software Code (for bespoke part in softcopy



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format), User Manuals, Training Manuals, Operations & Maintenance Manual,

Administrator Manual, Security Policy, Detailed List of Inventory Items and any other

necessary document as per the acceptable standards.

b) Updating all above mentioned documents time to time, especially whenever there is any

change in IT infrastructure and/or update in the ERP application. Submit all the updated

documents to GNIDA.

c) Obtaining sign-off for all the documents from GNIDA.

d) Provide OEM documentation with every unit of the equipment supplied. The language of

the documentation should be in English. The technical documentation should include

illustrated catalogues/ reference manuals/ technical manuals and operation manuals.

5.11 Go-live of ERP Application and Web Portal

a) After the successful commissioning of ERP application and web portal on production

server, the system would be declared as Go-Live and enter into maintenance phase.

b) The SI would also be issued a commissioning certificate by GNIDA.

c) SI shall share all the passwords/ access rights/ addresses of the application/ server/

database with GNIDA from the day of Go-live.

5.12 Training and Capacity Building

Training of staff is essential for ensuring that the implementation of ERP is actually put to use.

Hence, the SI shall also ensure proper training to the designated end-users on the ERP system

so as to make them well conversant with the functionalities, features and processes built in

the proposed system.

a) Training could have multiple sessions as per the need and requirement of the project/

application. Hence, the SI shall conduct Training Needs Analysis of all the concerned staff

and chalk out a systematic training plan. The training duration should be sufficiently long

for effecting meaningful assimilation of training content by an average user. There should

be sufficient number of trainers in every training session for conducting the training

program.

b) Training Plan: The selected bidder shall provide comprehensive and detailed training plan

describing the proposed approach & methodology, calendar/ timelines, course contents,

course duration, training materials, training tools, training logistics, etc.

c) The content of the training plan and schedule shall be prepared by the SI in consultation

with GNIDA at an appropriate time period. The SI shall submit the final document for

approval of GNIDA before initiating the training activity.



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d) The selected bidder shall arrange separate training sessions for different categories of

participants in batches (Approx. Batch size: 20 participants).

e) Retraining of the above staffs whenever significant changes are implemented in the ERP

application and/ or personnel.

f) Assessment of Training Effectiveness: Evaluate effectiveness of training programs and

workshops by obtaining formal feedback from each participant after completion of each

training program/ workshop. The SI will be responsible for re-conducting the training of

the whole batch in case the average score is less than 70% and the additional cost of such

re-training sessions shall be borne by the selected bidder himself.

g) The requisite training infrastructure like space, seats, projector with screen etc. shall be

provided by GNIDA in consultation with SI.

h) The training shall be organized by the SI wherein specialised logistics and supportive

facilities (if any), apart from the above mentioned facilities, should be arranged by the SI

only, and all associated cost shall be borne by the SI.

i) SI shall conduct training sessions at the location(s) prescribed by GNIDA and each training

session should be of 8 hrs which shall include minimum 6 hrs of training.

j) The SI shall provide training material like handouts, user manual (role base), the language

of training manual shall be in Hindi and English.

k) The training content and mode of delivery must be approved by GNIDA. Training material

should be provided in hard and soft copies both. The SI shall ensure that all the training

documentation in Hardcopy and Softcopy is in place (user training, operation procedures,

visual help-kit etc.).

l) The cost incurred on carrying out the training at GNIDA prescribed location(s) shall be

borne by the SI which includes trainer’s and other support team member’s fees/ salary

along with all incidental expenses like travelling, lodging-boarding, local conveyance etc.

m) GNIDA will bear its own expenses related to travel and lodging of its personnel.

n) SI should also provide online help corner for the users and upload user manuals, self-

running demo videos, save and maintain FAQs online so that users can obtain system

specific technical/ functional help online as and when required. The system should also

maintain module-wise online user Feedback database.

o) Department-wise indicative details of training requirements are provided at Annexure-I

of this volume of RFP.



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5.13 Warranty

a) The SI shall warrant that the infrastructure supplied to GNIDA for this Project shall have

no defects arising from design or workmanship or any act or omission of the SI. The

warranty shall remain valid for the Contract period on all the items supplied as per the

Contract.

b) Warranty and AMC/ ATS will start post Go-live.

c) The SI shall replace any parts/ components of the IT infrastructure supplied for the Project

if the components are defective.

d) The SI shall apply latest upgrades for all the hardware components after appropriate

testing during the entire warranty period. GNIDA will not pay any additional costs

separately for warranty, and the overall IT infrastructure cost quoted by the SI shall

include the same.

5.14 Annual Maintenance Contract (AMC)

a) The SI shall provide Annual Maintenance Support, post Go-live for the entire operations

& maintenance period of five (5) years which shall include maintenance and technical

support for the implemented ERP application.

b) The SI shall be responsible for overall administration, operations, monitoring and

maintenance of the deployed ERP system and supporting infrastructure at the cloud

platform and to ensure the desired uptime.

c) The SI shall make available and implement all upgrades including definitions/ patches/

updates/ service packs etc. proposed ERP application and related software/ tools during

the AMC period.

d) SI shall also be responsible for database administration, data back-up, data archiving, data

security and other technical assistance.

e) Carry out preventive maintenance services at least once in a quarter (3 months).

f) Corrective maintenance services to be carried out as and when required.

g) If any OEM software/ tool/ hardware is involved in the process, the SI shall arrange the

support from OEM also for the same period.

h) SI shall transfer the ownership of the ERP application and web portal along with the source

code i.e. code of all bespoke modules or sub-modules developed/ customized/

configured/ procured. All the licenses and support related documents should be in the

name of Greater Noida Industrial Development Authority.



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i) In the event any of the key resource leaving the project/ employment with SI, the same

shall be immediately be replaced with another resource of equivalent minimum

qualifications and experience. All such events should be notified prior to GNIDA well

within time.

j) At no time, the provided manpower should be on leave or absent from the duty without

prior permission from the designated nodal officer of GNIDA. In case of long term absence

due to sickness, leave etc. the SI shall ensure replacements and manning of all manpower

posts by without any additional liabilities to GNIDA. Substitute will have to be provided by

the SI against the staff proceeding on leave/ or remaining absent and should be of equal

or higher qualifications/ experience.

k) Post completion of the 5 years of AMC period, GNIDA in its own discretion, may extend

the maintenance contract for, one year at a time.

l) During AMC phase, SI shall be responsible for (including following, but not limited to):

5.14.1 Technical Support

i. During this phase, SI shall deploy 7 fulltime technical resources for providing

technical support for the entire contract period of 5 years at GNIDA.

ii. The SI is required to provide detailed profile of the team proposed for technical

support during AMC phase, in technical bid.

iii. The SI, if required, with prior permission from GNIDA, may also deploy additional

manpower for smooth functioning of the project and at no extra cost.

iv. Fixing bugs/ issues, functionality enhancements, patches to cater changes

(including tax, legal, statutory and policy requirements), modification or

enhancement to existing business processes, changes to configurations,

customizations.

v. Help Business Operation Support team in redressing technical issues, monitor the

performance of the system and keep the system up and running.

vi. GNIDA will arrange for necessary infrastructure like appropriate space with table

and chair, internet etc. for the technical support team. SI to provide computer/

laptop, mouse, printer, scanner etc. to the deployed resource at GNIDA, and also

install all the required software (development environment and related software)

to perform the day-to-day activities.

5.14.2 Helpdesk Support

i. The SI shall setup a helpdesk at GNIDA for entire contract period of five (5) years

post go-live of ERP application and Web Portal.

ii. During this phase SI shall deploy a team of 3 helpdesk support personnel at GNIDA.



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iii. In normal circumstances, helpdesk would be functional from 9:30AM to 6:30PM

from Monday to Saturday (except national holidays). But in special circumstances,

GNIDA may request for the availability of helpdesk team at any point of time, and

the SI shall ensure the availability of team as per the requirement of GNIDA.

iv. The helpdesk support team will be accessible to all the department officials and

Business Operation Support staff.

v. The helpdesk team shall be providing handholding support and if required, training

on the ERP system.

vi. The helpdesk shall also be understanding and resolving the internal user’s queries/

issues regarding use of ERP system. If it can’t be resolved then communicate it to

the helpdesk/ create a ticket.

vii. SI shall deploy a Helpdesk Management System (HMS) for GNIDA for management

of helpdesk calls and for SLA reporting and calculation purpose.

viii. The SI shall submit the HMS generated call log report to the designated nodal

officer on monthly basis and as and when required by the GNIDA.

ix. HMS shall allow users to create a ticket for any problem/ issue faced by them. If

required, helpdesk team member shall create a ticket on behalf of someone else,

and also close the ticket only by him/her after the resolution of the problem.

x. Communicate with technical team regarding the issue raise by the internal users /

Business Operation Support team, and also update Business Operation Support

team about the status of the open issues.

xi. Helpdesk staff shall escalate the problem to the Project Manager and backend

technical team and maintain the log/ status of the escalations.

xii. The GNIDA shall provide a telephone line/ intercom for the helpdesk for the

communication with internal users.

xiii. SI shall take feedback from the user regarding quality of resolution provided, time

taken in providing the resolution, performance and quality of HMS.

xiv. GNIDA will arrange for necessary infrastructure like appropriate space with table

and chair, internet etc. for the helpdesk support team. SI to provide computer/

laptop, mouse, printer, scanner etc. to the deployed resource, and also install all

the required software like HMS and other supporting software to perform the day-

to-day activities.



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5.14.3 Business Operation Support

i. The SI shall be responsible for deploying a Business Operation Support team of fifty

five (55) personnel on fulltime basis for the entire AMC period of five (5) years for

providing operational support to the GNIDA.

ii. The Business Operation Support staff should have a varied combination of

educational background like Engineers, Architects, Accountants/ Finance etc. to

cover diverse business needs of GNIDA.

iii. GNIDA will arrange for necessary infrastructure like appropriate space with table

and chair, internet etc. for the Business Operation Support team.

iv. SI to provide other requisite hardware like computer/ laptop, mouse, printer,

scanner etc. to the deployed resource at GNIDA, and also install all the required

software to perform the day-to-day activities.

v. Sitting space for Business Operation Support staff will be provided by GNIDA.

vi. The deployed team shall be responsible for following:

A. Provide operations support to the authority officials by performing prescribed/

assigned day-to-day activities with the help of ERP application.

B. Business Operation Support shall be completing the task within the prescribed

time-limit/ SLA.

C. Communicate issues/ problem to the helpdesk team/ create ticket, and track

status of the issue raise or communicate with helpdesk team to know the

status of the issue raise.

D. Escalate the issue, if left unresolved beyond a stipulated time period.

vii. In general, Business Operation Support team will be functioning as per the office

hours and working days of GNIDA. But, in special circumstances, GNIDA may

request for the availability of the team/ team members at any point of time, and

the SI shall ensure the availability of team as per the requirement of GNIDA.

viii. Department-wise distribution of support staff is provided at Annexure – I of this

volume of RFP.

5.14.4 Change Request

i. GNIDA may at any time, by a written order given to the SI, make changes within the

general scope of the agreement i.e. Designs, specifications, requirements which

software or service to be provided under the agreement, are to be specifically

developed and rendered for the GNIDA.

ii. The change request/ management procedure will follow the following steps:



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iii. Identification and documentation of the need for the change: The information

related to initiator, initiation date and details of change required and priority of the

change will be documented by GNIDA.

iv. Analysis and evaluation of the Change Request: Impact of the change in terms of

the estimated effort, changed schedule, cost and the items impacted will be

analyzed and documented by the SI.

v. Approval or disapproval of the change request: GNIDA will approve or disapprove

the change requested including the additional payments (as per the quoted man-

month rate), after discussion with SI on the impact of the change on schedule.

vi. Implementation of the change: The change will be implemented in accordance to

the agreed cost, effort, and schedule by the SI.

vii. Verification of the change: The change will be verified by the GNIDA on

implementation of the change request.

viii. All changes outside the scope of Schedule of Services agreed to herein which may

have likely financial implications in terms of the overall cost/ time of the project

shall be undertaken by SI only after securing the express consent of the GNIDA. In

the event that the consent of GNIDA is not received then the change will not be

carried out.

ix. While approving any change request, if required, GNIDA may ask the SI to deploy

the required resources on-site.

5.14.5 Monthly Reporting

The SI shall submit the monthly report to the GNIDA. Which shall include major activities

carried out by different deployed teams, attendance of the deployed team members,

detailed report generated from HMS and EMS along with SLA calculations etc. The detailed

format of the report shall be discussed and finalized by the SI in consultation with GNIDA

before entering the AMC phase.

5.15 Project Management

a) The SI shall deploy a full-time Project Management team for this project and a “Project

Manager” who would be the single-point of contact (SPOC) for GNIDA for monitoring day-

to-day progress on the Project.

b) SI shall also deploy a domain experts from ERP consulting for review of the solution being

implemented. These experts will be deployed for the entire duration of implementation

and will be responsible for ensuring the optimal design, development, configuration and

testing of these modules.



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c) The Project manager would be required to interact regularly with GNIDA to address issues

or provide updates regarding project progress. To facilitate this interaction, a Program

Management Unit PMU would be constituted by the GNIDA top management. The Project

Manager will interact with the PMU for any issue related with Project or cooperation for

the success of the project.

d) The SI is required to give access to GNIDA officials / PMU on the project management tool

which will be used by the SI for their internal project management purpose. This will help

GNIDA/ PMU to get real time actual updates/ status of the project implementation.

e) SI shall ensure timely delivery of all the deliverables related to proposed ERP application

and Web Portal.

f) SI shall supervise and ensure implementation and commissioning of ERP application as

per the BOM supplied with the technical bid.

g) The project manager/ project management team shall co-ordinate with various internal

as well as external stakeholders.

h) SI shall ensure that day-to-day issues related to the implementation of proposed ERP

application are handled and resolved immediately.

i) SI shall also monitor risk management related aspects and possible delays in project

implementation.

j) GNIDA will provide necessary infrastructure and support including sitting space for the

entire implementation period.

5.16 Project Monitoring and Reporting

a) The Bidder shall describe the proposed project monitoring and reporting methodology in

the technical bid of this RFP.

b) During implementation stage, SI shall submit a written project progress report every

fortnight to GNIDA for review of the progress made in the project. The frequency of report

submission can be modified mutually during critical phases of the Project.

c) SI shall report exceptions and issues that require immediate attention of GNIDA on a

regular basis.

d) The SI’s Project Management team will be responsible for updating the Program

Management Unit (PMU)/ Steering committee of GNIDA in progress review meetings to

be held at periodic intervals.



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5.17 Business Continuity Planning

The selected bidder shall prepare and implement the Business Continuity Plan for GNIDA. The

strategy should include details of infrastructure, location, operations, management and

policies based on Business Impact Analysis carried out in consultation with the GNIDA

officials.

5.18 Supply of Software/ Licenses

a) The SI shall supply all the software with adequate number of licenses, required for the

proposed ERP system.

b) All system software, licenses etc. have to be procured in the name of GNIDA.

c) The licenses should be perpetual. The software licenses shall not be restricted based on

location and GNIDA should have the flexibility to use the software licenses for other

requirements (if required).

d) The software provided should have the OEM support for a period of not less than 5 years

from the date of go live.

e) Tools, software for implementation, data migration, testing etc. shall be part of the

offered solution.

f) All support services including updates, upgrades and patches for all ERP modules shall be

provided by the SI till the end of the Warranty/ AMC period.

5.19 Authorization, Security and Access

a) The selected bidder shall assist GNIDA in formulating appropriate security/ authorization,

control policy to prevent unauthorized access to the ERP application components e.g.

programs, data, screens and outputs.

b) Selected bidder shall build adequate access rights and control mechanism into the

proposed ERP system.

5.20 Disaster Recovery and Back-up Policy

a) The selected bidder shall formulate an effective data back-up strategy and disaster

recovery plan and take sign-off from the GNIDA.

b) The SI shall be responsible for implementing the approved data back-up and disaster

recovery plan during the contract period.

c) The selected bidder shall revise/ update the backup policy keeping pace with the

technological advancement.



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d) The selected bidder shall test the effectiveness of the Back-up Strategy.

5.21 Knowledge Transfer

a) At the end of the contract period, the SI will be required to provide necessary handholding

and transition support for a period of six (6) months, to the GNIDA staff or any other

agency that is selected for maintaining the system, post contract with the SI. The

handholding support will include but not be limited to, conducting detailed walkthrough

and demonstrations for the IT Infrastructure, handing over all relevant documentation,

addressing the queries/ clarifications of the GNIDA/ new agency with respect to the

working/ performance levels of the infrastructure, conducting training sessions etc.

b) Knowledge Transfer is an integral part of the scope of work of the SI. This will have to be

done even in case the Contract with the Bidder ends or is terminated before the planned

timelines.

5.22 General Scope

a) The SI must provide comprehensive on-site warranty/ on-site maintenance duly backed-

up by authentic OEM support for the entire IT infrastructure supplied and installed under

the project and thereafter during maintenance phase for the entire period of contract as

per the agreed SLA.

b) Asset management services i.e. creation of a database of all the IT hardware and software

assets, record installation and removal of any asset and inform GNIDA even if it is

temporary, register all the licensed software with the respective OEMs and maintain the

registration details.

c) Configuration management services i.e. maintaining the record of all the hardware and

software configurations, to ensure that no unwarranted changes are carried out, version

management of the configurations, accessibility of the configurations only to the admin

and designated officials.

d) Vendor management services i.e. coordination with external vendors/ OEMs/ CSP/ BSP

etc., maintaining the database of all the vendors with their contact details.

e) Server management services i.e. administration, performance tuning, patch

management, usage statistics, access details, logs, security etc.

f) Backup and recovery of all the system software, application software, database, etc. as

per the Standard/ CSP policy.

g) SI should ensure that all the software, hardware, peripherals, accessories, sub-

components required for the functionality and completeness of the solution should also



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be provisioned according to the requirements of the solution. Also, any additional

components, sub-components, assemblies, sub-assemblies that would be required to

meet the desired performance requirements (as per SLA) will have to be provisioned by

the SI at no additional cost to GNIDA.

h) To ensure that the application design and implementation takes care of necessary security

aspects such as data safety, access controls, integrity, backup measures.

i) SI shall ensure that none of the quoted components and sub-components is declared end-

of-sale, end-of-life, and end-of-support by the respective OEM during the entire contract

period. If, the OEM declares any of the products/ solutions end-of-sale subsequently,

bidder should ensure that the same is supported by the respective OEM from its date of

deployment till the end of the contract period. SI shall submit MAF from the OEM clearly

mentioning that the product shall not be declared end-of-sale/life/support for the entire

contract period.

j) SI will be responsible for the generation and submission of necessary documentation

required during the entire project by GNIDA.

k) The SI will be responsible for maintaining the required performance levels as per the

agreed SLA failing which the penalty, as applicable and as define in the subsequent

sections of this RFP document, shall be imposed on the SI.



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6.0 Service Level Agreement

Service Level Agreement (SLA) define the quality and timeliness of service delivery during the

Operations and Maintenance (O&M) phase of a project. SLA helps the GNIDA sustain the

planned business outcomes from the solution deployed on a continued basis over a sustained

period of time.

6.1 Purpose of this Agreement

a) The purpose of this SLA is to clearly define the service level standards in terms of

availability, Performance quality and timelines to be provided by SI and further enforce

it on SI. SLA in this project shall be in effect for the entire contract period (5 years from

the day of Go-line and any extension thereof).

b) The SLA is designed to:

i. Define unambiguously the service level standards expected from the SI and also

ensure that the desired/ agreed level of services are rendered by the SI to GNIDA.

ii. Motivate SI to ensure the service standards are up to the mark.

iii. Draw the urgent attention of SI in case there is any issues in the service levels or

service level falls below the agreed/desired level.

iv. Provide a tool to GNIDA to control and ensure the service levels provided by SI.

v. Avoid imposing penalty on SI without valid reason.

6.2 Escalation Mechanism

The SLA provides the Levels of support to be provided by the SI along with other important

information like criticality of reported incident, incident escalations, responsible office(s) and

expected time to resolve the incident. The following characteristics are used to identify the

severity of an incident.

a) Business and financial exposure

b) Work outage

c) Number of end-users affected

d) Workaround

e) Acceptable resolution time

A given problem must be judged against each of the characteristics to make an overall

assessment of which severity level best describes the incident. The designated officer and SI’s

helpdesk staff may jointly determine the initial severity rating for the report.



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Table 7: Escalation Matrix

Escalation

Level

Escalation Criteria Responsible Officer

Level 1 Lower Performance 1) SI’s helpdesk executive/ SPOC for the ERP project

2) Manager of System Department, GNIDA

Level 2 Non-compliance 1) Project Manager of ERP project

2) Senior Executive of System Department, GNIDA

Level 3 Issues/ Non-compliances

are persisting time and

again

1) Project Director for ERP project

2) Administrative Head of System Department,

GNIDA

6.3 Service Levels

a. SI is expected to provide the following service levels. In case these service levels cannot

be achieved at service levels defined in the tables below, it shall invoke the related

penalties. Payments to the SI are linked to the compliance with the SLA metrics laid down

in the tables below.

b. The matrix specifies three levels of services namely, Baseline, Lower Performance and

Non-compliance.

c. Payment of 2% of (total project value) the equated quarterly payment is linked to the

compliance with the SLA metrics.

d. The points earned during each quarter will be added to compute the net score out of 100

(in percentage). This percentage will be applied to the quarterly payment to arrive at the

amount payable to the operator for that quarter.

e. The penalties will be calculated as explained in this section.

i. The SI will get 100% of the quarterly payment if the baseline performance metrics

are complied.

ii. In case of lower performance and/or non-compliance

A. The penalty amount will be calculated using following formula:

Penalty Amount = 𝐸𝑄𝐼 × (SLPM + SVM

100)

Where,

EQI = Equitable Quarterly Installment

SLPM = Sum of Lower Performance Marks

SVM = Sum of Non-compliance Marks



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B. The final payable quarterly amount would be calculated using following

formula:

𝐐𝐮𝐚𝐫𝐭𝐞𝐫𝐥𝐲 𝐏𝐚𝐲𝐚𝐛𝐥𝐞 𝐀𝐦𝐨𝐮𝐧𝐭 = 𝑬𝑸𝑰 − 𝑷𝒆𝒏𝒂𝒍𝒕𝒚 𝑨𝒎𝒐𝒖𝒏𝒕

iii. In case sum of lower performance and/or non-compliance marks exceeds 20

(twenty) marks in any quarter, GNIDA may treated it as breach of SLA and may

initiate the termination of contract as per the termination clause (section-14 of

volume-III) of this RFP.

Table 8: Service Level Standards and Performance Metrics

SLA No.

Description Measurement Methodology

Target Marks

Availability of ERP Application, Web Portal and Infrastructure

1 Availability of Services for users

Measured as availability of select set of end-to-end services that when executed, cover the underlying solution and infrastructure components (e.g. ERP application, web portal, cloud platform, content Management system etc.) The services shall be measured on 24×7×365.

Baseline: >=99% Lower Perf.: <99% and >= 98% Non-compliance: <98%

Baseline: 16 Lower Perf.: 5 marks will be debited quarterly from baseline marks Non-compliance: 10 marks will be debited quarterly from baseline marks

2 Recovery Time Objective (RTO)

Measured during the regular planned/ unplanned or Cloud Platform/ DR outage

Baseline: <= 4 hrs Lower Perf.: <=8 hrs and >4 hrs Non-compliance: Default of the Lower

Baseline: 10 Lower Perf.: 0.125 (1.25%) marks for each instance will be debited from baseline marks Non-compliance: 0.25 (2.5%) marks for each instance will be debited from baseline marks

Performance of ERP Application and Web Portal

3 Time to load login page or any other page of the portal that can be viewed by the users without logging into the

The time includes the cumulative time of sending the request from a dedicated GNIDA machine over internet to the cloud platform till the time the page fully loads on the machine.

Baseline: >=95% of the transactions take less than or equal to 3 seconds Lower Perf.: <95% and >=90% of the transactions take

Baseline: 10 Lower Perf.: 0.125 (1.25%) marks for each instance will be debited from baseline marks



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system (publicly accessible pages)

The pages will be defined by GNIDA based on the criticality and number of visits to the page.

less than or equal to 3 seconds Non-compliance: <90% of the transactions take less than or equal to 3 seconds

Non-compliance: 0.25 (2.5%) marks for each instance will be debited from baseline marks

4 Request-Response Time of various forms used by users through portal

The time is the elapsed time between the time requests (submission of Form including attachments) is submitted and the time response (acknowledgement) is received back. Irrespective of the transaction type, Payment Gateway and any third party/ external agency transaction times will be subtracted from the total elapsed time. Measurement will be on real time transactions. The response time will be measured within the cloud platform environment between the first entry and last exit point.

Baseline: >=95% of the transactions take less than or equal to 7 seconds Lower Perf.: <95% and >=90% of the transactions take less than or equal to 7 seconds Non-compliance: <90% of the transactions take less than or equal to 7 seconds


5 Request-Response Time for services accessed by the users (e.g., login and loading of dashboard (default page), Search, view applicant details, Establishment & Finance functions)

The time is the elapsed time between the time requests is submitted to the time the response is received at GNIDA. Irrespective of the transaction type, Payment Gateway and any third party/ external agency transaction times will be subtracted from the total elapsed time. Measurement will be on real time transactions. The response time will be measured at GNIDA machines.

Baseline: >=95% of the transactions take less than or equal to 4 seconds Lower Perf.: <95% and >=90% of the transactions should be less than or equal to 4 seconds Non-compliance: <90% of the transactions take less than or equal to 4 seconds




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6 Request-Response Time for workflow interaction/ workflow based transactions of the services accessed by users

The elapsed time between the time at which request is submitted and the time at which response is received at GNIDA. Irrespective of the transaction type any external agency transaction times will be subtracted from the total elapsed time. Measurement will be on real time transactions. The response time will be measured at GNIDA machines.

Baseline: >=95% of the transactions should be less than or equal to 4 seconds Lower Perf.: <95% and >=90% of the transactions should be less than or equal to 4 seconds Non-compliance: <90% of the transactions take less than or equal to 4 seconds


7 Request-Response Time for transaction with document retrieval and rendering services through portal for users

The time elapsed between the time at which request is submitted and the times at which first page of the document is retrieved and rendered at GNIDA machine. Measurement will be on real time transactions. The response time will be measured at GNIDA machines.

Baseline: >=95% of the transactions should be less than or equal to 10 seconds Lower Perf.: <95% and >=90% of the transactions should be less than or equal to 10 seconds Non-compliance: <90% of the transactions take less than or equal to 10 seconds


Performance of Support

8 Resolution of Tickets logged by GNIDA user (except Tickets for generation of custom/ ad-hoc reports)

Measurement of time taken in resolution, from ticket logging time at HMS till the resolution is provided. The tickets include turnaround time for repairs or replacements, infrastructure and also incident reporting of application malfunction Level 1: Operational Issues / show stopper

Baseline: a. >=95% of Level 1 tickets should be resolved within 4 working hours, remaining 5% within 8 working hours; b. >=95% of Level 2 tickets should be resolved within 1 working days, remaining 5% within 2 working days; and c. >=95% of Level 3 tickets should be




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Level 2: Workaround available Level 3: Modifications or bug fixes

resolved within 2 working days and remaining 5% within 4 working days; Lower Perf.: a. >=95% of Level 1 tickets should be resolved within 8 working hours, remaining 5% within 1 working day; b. >=95% of Level 2 tickets should be resolved within 2 working days, remaining 5% within 4 working days; and c. >=95% of Level 3 tickets should be resolved within 4 working days and remaining 5% within 6 working days; Non-compliance: Default of the Lower

Service Level for Change Request

9 Analysis, Evaluation and Implementation of Change Request

Measurement of time taken in analysing, evaluating and implementing the Change Request.

Baseline: Analysis and evaluation of Change Request from the date of receiving the request from GNIDA <= 7 days Change Requests should be completed within 15 days from the date of approval from GNIDA (or as accepted by GNIDA)* Lower Perf.: Analysis and evaluation of Change Request from the date of




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receiving the request from GNIDA <= 14 days and >7 days Delay by 7 days in completing the implementation of Change Requests from the approved timeline (within 15 days from date of approval from GNIDA or timeline as accepted by GNIDA)* Non-compliance: Default of the Lower *The commercial implications, if any, of the change request will be determined as per the Schedule of Services in the RFP.

Total Baseline Total: 100

6.4 SLA Supervision

a) Reporting Procedures: The SI shall prepare the SLA compliance reports of each quarter

in an agreed upon format by the 10th calendar day of subsequent quarter. The reports

will include details of each and every incident reported to SI i.e. date and time of

receiving call/ email, date and time of response/ acknowledgement email, date and

time of resolution provided for the reported problem, name of the module/

functionality which not working upto the mark. Total number of incident reported, total

number and % of compliance to the service levels, total number and % of non-

compliance to the service level etc. The reports along with all the documentary proofs

i.e. report from EMS about up & down time, response time etc., report from HMS with

details of all the incident reported through phone call/ emails, acknowledgement email/

communication, resolution email/ communication, user feedback (if any) etc. and will

be submitted to GNIDA in hardcopy as well as softcopy format. However actual

reporting mechanism, format and list of supporting documents will be discussed and

finalized by the SI with GNIDA before entering into AMC phase.



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b) Monitoring and Auditing: Nodal officer of the GNIDA or its authorized representative

(consultant appointed by GNIDA) will be responsible for monitoring the performance of

SI against the SLA parameters each quarter, or at any periodicity defined in the contract

document/ mutually decided by the both the parties. The review/ audit report prepared

based on the performance report, will form basis for any action relating to imposing

penalty or breach of contract. Any such review/ audit can be scheduled as and when

required. The results will be shared with the SI as soon as possible. GNIDA reserves the

right to ask SI to provide performance report anytime during the contract period and to

appoint a third-party auditor to validate the SLA.

6.5 SLA Change Control

a) The present SLA has been worked out on the basis of current business needs of GNIDA.

However, as the system evolves over the time, the GNIDA’s business needs also evolve

over the course of the contract period. In view of this requirement of changing the SLA

may also arise.

b) Any request for change in the service levels provided during the term of this agreement

shall be documented and negotiated in good faith by both parties. Either party can

request for a change. Changes will be documented as an addendum to SLA and

consequently the contract.

c) If in case there is any confusion or conflict between Final RFP document and the

Contract, the Contract and subsequent amendments, if any, shall prevail.

6.6 SLA Change Process

a) Both the parties may amend this SLA by mutual agreement in accordance.

b) Changes can be proposed by either party.

c) Normally the forum for negotiating SLA changes will be GNIDA’s review meetings.

6.7 Version Control

All negotiated SLA changes will require changing the version control number. As appropriate,

minor changes may be accumulated for periodic release (e.g. every quarter) or for release

when a critical threshold of change has occurred.

6.8 Issue Management Process

This process provides an appropriate management structure for the orderly consideration

and resolution of business and operational issues in the event that quick consensus is not



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reached between GNIDA and SI. It is expected that this pre-defined process will only be used

on an exception basis if issues are not resolved at lower management levels.

a) Either GNIDA or SI may raise an issue by documenting the business or technical

problem, which presents a reasonably objective summary of both points of view and

identifies specific points of disagreement with possible solutions.

b) GNIDA will determine which committee or executive level should logically be involved

in resolution.

c) A meeting or conference call may be conducted to resolve the issue in a timely manner.

The documented issues will be distributed to the participants at least 24 hours prior to

the discussion if the issue is not an emergency requiring immediate attention.

d) Management of GNIDA and SI will develop a temporary, if needed, and the permanent

solution for the problem at hand. The SI will then communicate the resolution to all

interested parties.

e) In the event a significant business issue is still unresolved, the arbitration procedures

described in the Contract will be used.

6.9 Issue Escalation Process

a) All issues would be raised to the project management team, which is completely

responsible for the day to day aspects of the implementation. The project management

team shall classify the issues based on their severity level and resolve them within

appropriate timelines.

b) If project management team is unable to resolve an issue, the issue would be escalated

to the top management with options/ risks detailed for decision. Top management will

make decisions based on the options/ risks presented by the IT team.

c) In case one or both the parties are unsatisfied with the decision of the top management

of GNIDA, the dispute will be resolved as specified in the volume-III of this RFP.

6.10 Risk and Cost Factor

In the event of termination of contract on the basis of non-performance by the SI as per SLA,

SI will be solely responsible for risk and cost factor thereon. In such an event, the performance

Bank Guarantee furnished by the SI will be encashed and will stand forfeited.

6.11 Breach of SLA

In case the SI does not meet the service levels mentioned above (clause 6.3) and sum of marks

of lower performance and/or non-compliance exceeds 20 (twenty) marks in the given



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quarter, GNIDA will treat it as a case of breach of Service Level Agreement and may go for

termination of contract as per the termination clause (section-14 of volume-III) of this RFP.

6.12 Exclusions

The SI will be exempted from any non-compliance/delays/slippages on SLA parameters arising

out of following reasons:

a) Delay in execution due to delay (in approval, review etc.) from GNIDA’s side. Any such

delays will be notified in written to the GNIDA

b) Force Majeure

c) The network links will be provided by a third party and the SI will monitor and report

any problems on behalf of third party. If SI notifies and GNIDA approves that the delay

or fault was due to the third party link services then such loss will not be considered for

tracking SI’s SLA parameters (Also reduced from total service time).



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7.0 Project Schedule

The project schedules for the design, development and implementation of GNIDA ERP

application are as follows:

S. No. Activities Time for

Completion4

1. Signing of Contract with successful bidder Date of Start (T)

2. Preparation and submission of Business Blueprint T + 10 Weeks

3. Solution Architecture and Design, including:

Logical & Functional Architecture of the ERP application

T + 12 weeks

4. Finalization of Data Migration methodology, Master Data

Structures and Templates

T + 14 Weeks

5. Commissioning of Cloud Platform and Disaster Recovery

Centre along with supporting software/ tools.

T + 24 Weeks

6. Acceptance testing of Cloud Platform and Disaster Recovery

Centre

T + 30 Weeks

7. Development or Customization of ERP Solution T + 32 Weeks

8. Data Migration T + 34 Weeks

9. System Testing T + 36 Weeks

10. User Acceptance Testing T + 38 Weeks

11. Training to key staffs T + 40 Weeks

12. Completion of Security Audit & System ready for “Go-Live” T + 42 Weeks

13. Go-Live Date T + 46 Weeks

14. Warranty and Annual Maintenance Support 5 years from

Date of Go-Live

4 Timeline changes amongst activities can be discussed with the successful bidder within the project completion period of 46 weeks.



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Annexure-I: Department-wise User Details and Business Operation Support Staff & Training Requirement Sheet

# Department Total Users

No. of Users (Contractual)

No of Users

(Regular)*

Modules Support Staff

needed

Training Sessions

1. Common 88 49 (drivers, 2 ACEO Camp, IGRS, CEO Camp, Chairman Camp, OSD Camp, 1 Board meeting)

39 (21 drivers, 5 ACEO Camp, 1 IGRS, 4 CEO Camp, 3 Chairman Camp, 4 OSD Camp)

Grievance Redressal 18 (including 7 technical staff, 3 helpdesk staff and 8 facilitation centre staff)

5

Tender management

Contract management

Policy formulation

Meetings & Room booking

Vendor Management

Customer helpdesk (including Visitor Management)

2. Planning 52 27 25 Annual & Quarterly Action Plans

5 5

Master Plan

Sector Layout Planning

Registration of Architects


Issuance of Occupancy Certificate

Land acquisition

Special Project Development & Management

Building design and landscaping

3. Land 23 16 7 Land acquisition 2 3

4. Project 78 22 56 Project Development & Management

4 3

Topographical survey and verification of land

5. All Property verticals (including IT, commercial, 6% abadi etc.)

99 33 66 (38, 9, 3, 8, 5, 2, 2)

Land allotment scheme formulation and processing

6 6

6. Urban Services

4 Same as project

4 Water and sewer connections

4 3

Housekeeping/ Maintenance



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7. Health 17 15 2 Solid Waste Management

2 2

Maintenance of population statistics

8. Horticulture 12 3 9 Horticultural layout plans

2 2

Horticulture Project Development & Management

9. Finance 31 9 22 Processing, disbursement and record maintenance of payments, i.e. to external stakeholders

2 3

Payroll Processing (monthly)

Quarterly/Annual accounting (Processing of P&L, Balance Sheet, Certified Financial Statements, Fund Flow statement, MIS reports etc.)

Annual Budget

10. HR 12 4 8 Personnel functions 2 2

Cadre development

11. System 14 11 3 Software development

2 2

Issuance of hardware

Maintenance, upgradation and replacement of hardware & software

Creating and managing data back-up

Renewal of network licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup software)

12. Assets 10 5 - Purchase of consumables and fixed assets

2 2

Record maintenance w.r.t. store and fixed assets

13. Law 16 8 8 Legal case management

2

2

14. RTI Cell 4 2 2 RTI application management

2

15. Marketing - - 9 (CR Cell) - 2 2

Total 464 204 260 55 44



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