rfp for umang

8/17/2019 Rfp for Umang

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RFP NO. – NEGD/04-09/2016

Invitation to Bid

For

Appointment ofPartner Agency

for

U ifi d M bil A f N


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U ifi d M bil A f N

Part 1

Glossary ....................................................................................................................................................... 11

1 Purpose of the document ................................................................................................................... 14

2 Introduction ........................................................................................................................................ 14

2.1 Digital India ................................................................................................................................. 14

2.2 UMANG ....................................................................................................................................... 16

3 Objectives............................................................................................................................................ 16

4 Scope ................................................................................................................................................... 17

4.1 Overview ..................................................................................................................................... 17

4.2 Mobile Back-end as a Service (mBaas) ....................................................................................... 18

4.3 Integration with other Mobile Applications ............................................................................... 19

4.4 Mobile based authentication ...................................................................................................... 19

4.5 Connectivity with Telecom Service Providers (TSPs) .................................................................. 20

4.6 Security and Compliances ........................................................................................................... 20

4.7 Payment Gateway ....................................................................................................................... 21

4.7.1 Convenience Fees ............................................................................................................... 21


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5.1.3 Sustainable and Scalable ..................................................................................................... 28

5.1.4 Pluggable and Loosely coupled Components ..................................................................... 28

5.1.5 Easy On-boarding ................................................................................................................ 28

5.1.6 Address privacy concerns .................................................................................................... 29

5.1.7 Analytics .............................................................................................................................. 29

5.1.8 Multi-Language Support ..................................................................................................... 29

5.1.9 Security ............................................................................................................................... 29

5.1.10 Easy integration with external interfaces ........................................................................... 29

5.2 Components of UMANG ............................................................................................................. 30

5.2.1 Integration with Telecom Service Providers (TSPs) ............................................................ 30

5.2.2 Security & Authentication ................................................................................................... 32

5.2.3 Integration with External Platforms/Applications .............................................................. 32

5.2.4 Transaction Management module ...................................................................................... 33

5.2.5 Marketing & Promotions Module ....................................................................................... 34

5.2.6 Common API Integration Layer ........................................................................................... 34

5.2.7 Workflow ............................................................................................................................. 35

5.2.8 Functional and Data Security .............................................................................................. 35

5 2 9 Remote Application Monitoring (RAM) 35


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6.1.11 Use Meta Viewport Element to Identify Desired Screen Size ........................................ 40

6.2 User Profile.................................................................................................................................. 40

6.3 Service Channels ......................................................................................................................... 41

6.3.1 Smart Client App ................................................................................................................. 41

6.3.2 Mobile Web......................................................................................................................... 42

6.3.3 Low bandwidth support ...................................................................................................... 43

6.3.4 Pull SMS ............................................................................................................................... 43

6.3.5 Push SMS ............................................................................................................................. 43

6.3.6 IVR (both Inbound and Outbound) ..................................................................................... 44

6.3.7 Call Centre for handling IVR queries ................................................................................... 45

7 Implementation Approach .................................................................................................................. 45

8 Indicative Applications List.................................................................................................................. 46

9 Commercial Structure ......................................................................................................................... 47

9.1 Commercial Structure Components ........................................................................................... 47

9.2 Platform Fee ................................................................................................................................ 47

9.3 Platform Fee payment milestones .............................................................................................. 48

9.4 Platform Enablement .................................................................................................................. 48

9 5 Application Enablement / On boarding 49


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12 Roles and Responsibilities ............................................................................................................... 55

12.1 Partner Agency ............................................................................................................................ 55

12.2 National e-Governance Division (NeGD) ..................................................................................... 57

12.3 Integrating Departments ............................................................................................................ 59

13 Instructions to Bidder ..................................................................................................................... 60

13.1 Tentative Calendar of Events ...................................................................................................... 60

13.2 RFP Document Fees .................................................................................................................... 60

13.3 Pre-Bid Conference ..................................................................................................................... 60

13.4 Response to Bidder’s Queries ..................................................................................................... 61

13.5 Supplementary Information / Corrigendum / Amendment to the RFP ...................................... 62

13.6 Proposal Preparation Costs ......................................................................................................... 62

13.7 NeGD’s Right to terminate the Process ...................................................................................... 62

13.8 Earnest Money Deposit (EMD) ................................................................................................... 63

13.9 Authentication of Bids ................................................................................................................ 64

13.10 Interlineations in Bids ............................................................................................................. 64

13.11 Venue & Deadline for submission of proposals ...................................................................... 64

13.12 Late Bids .................................................................................................................................. 64

13 13 Bid S b i i I t ti 64


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14.2.1 Technical Evaluation Criteria............................................................................................... 75

14.2.2 Financial Evaluation ............................................................................................................ 78

14.3 Negotiations, Contract Finalization and Award .......................................................................... 79

14.4 NeGD’s Right to Accept Any Proposal or Reject any or all proposals ......................................... 79

15 Award of Contract ........................................................................................................................... 80

15.1 Award Criteria ............................................................................................................................. 80

15.2 NeGD’s Right to Accept Any Proposal and to Reject Any or All Proposals ................................. 80

15.3 Signing of Contract ...................................................................................................................... 80

16 Payment Terms and Schedules ....................................................................................................... 81

16.1 Ownership ................................................................................................................................... 81

16.2 Performance Security .................................................................................................................. 81

16.3 Liquidated Damages .................................................................................................................... 81

16.4 Limitation of liability ................................................................................................................... 82

17 Timelines ......................................................................................................................................... 83

18 Service Level Agreement (SLA) ....................................................................................................... 84

18.1 Introduction ................................................................................................................................ 84

18.2 Service Delivery SLA .................................................................................................................... 84

18 3 Pl tf A il bilit 84


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1.1.2 Interpretation.................................................................................................................... 100

1.1.3 Measurements and Arithmetic Conventions .................................................................... 101

1.1.4 Ambiguities within Agreement ......................................................................................... 101

1.1.5 Scope of the Project .......................................................................................................... 102

1.1.6 Terms & Duration of the Project ....................................................................................... 102

1.2 Conditions Precedent & Effective Date .................................................................................... 103

1.2.1 Provisions to take effect upon fulfilment of Conditions Precedent ................................. 103

1.2.2 Conditions Precedent of the Partner Agency ................................................................... 103

1.2.3 Extension of time for fulfilment of Conditions Precedent ................................................ 103

1.2.4 Non-fulfilment of the Partner Agency’s Conditions Precedent ........................................ 103

1.3 Obligations under the SLA......................................................................................................... 104

1.4 Representations and Warranties .............................................................................................. 106

1.4.1 Representations and warranties of the Partner Agency ................................................... 106

1.4.2 Representations and warranties of NeGD or its nominated agencies .............................. 108

1.5 Obligations of the Partner Agency ............................................................................................ 110

1.6 Approvals and Required Consents ............................................................................................ 110

1.7 Use of Assets by the Partner Agency ........................................................................................ 111

1 8 A t N GD it N i t d A i L ti 112


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1.13 Indemnification ......................................................................................................................... 121

1.14 Force Majeure ........................................................................................................................... 123

1.14.1 Definition of Force Majeure .............................................................................................. 123

1.14.2 Force Majeure events ....................................................................................................... 123

1.14.3 Conditions ......................................................................................................................... 123

1.14.4 Conditions notwithstanding .............................................................................................. 124

1.14.5 Termination clause ............................................................................................................ 125

1.15 Confidentiality ........................................................................................................................... 125

1.15.1 Audit, Access and Reporting ............................................................................................. 126

1.16 Intellectual Property Rights ...................................................................................................... 126

1.17 Miscellaneous ........................................................................................................................... 127

1.17.1 Personnel .......................................................................................................................... 127

1.18 Independent Contractor ........................................................................................................... 128

1.18.1 Sub-contractors ................................................................................................................. 129

1.18.2 Assignment ........................................................................................................................ 129

1.18.3 Trademarks, Publicity ........................................................................................................ 129

1.18.4 Notices .............................................................................................................................. 130

1 18 5 V i ti d F th A 131


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1.22.5 Transfer of Certain Agreements ........................................................................................ 143

1.22.6 Rights of Access to Premises ............................................................................................. 143

1.22.7 General Obligations of the Partner Agency ...................................................................... 143

1.22.8 Exit Management Plan ...................................................................................................... 144

1.23 Schedule – III: Audit, Access and Reporting .............................................................................. 146

1.23.1 Purpose ............................................................................................................................. 146

1.23.2 Audit Notice and Timing ................................................................................................... 146

1.23.3 Access ................................................................................................................................ 147

1.23.4 Audit Rights ....................................................................................................................... 147

1.23.5 Audit Rights of Sub-Contractors, Suppliers and Agents .................................................... 148

1.23.6 Action and Review ............................................................................................................ 149

1.23.7 Terms of Payment ............................................................................................................. 149

1.23.8 Records and Information .................................................................................................. 149

1.24 Schedule – IV: Governance Schedule ........................................................................................ 150

1.24.1 Purpose ............................................................................................................................. 150

1.24.2 Governance Structure ....................................................................................................... 151

1.24.3 Governance Procedures .................................................................................................... 152

1 24 4 Th t d th i t h d i i d 153


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2.1.11 Profiles of Previous Project Experience ............................................................................ 169

2.1.12 Team Profile ...................................................................................................................... 169

2.1.13 Suggestions on Changes to Contract Clauses ................................................................... 172

2.2 FORMATS FOR THE COMMERCIAL BID RESPONSE ................................................................... 173

2.2.1 Commercial Proposal Cover Letter ................................................................................... 173

2.2.2 Non – Disclosure Agreement (NDA) .................................................................................. 176

2.2.3 Format for submission of Queries for clarification ........................................................... 180

2.2.4 Earnest Money Deposit ..................................................................................................... 181

2.2.5 Bid Cover Letter ................................................................................................................ 182

2.2.6 Performance Bank Guarantee........................................................................................... 185

1 Annexure A – Service delivered through SSDG (State Service Delivery Gateway) ........................... 191

2 Annexure B – Indicative List of PAN India Services ........................................................................... 193

3 Annexure C – Transaction Estimates ................................................................................................ 206


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Glossary

S No. Abbreviation Definition

1.

API Application Program Interface

2.

AUA Authentication User Agency

3.

B2C Business to Citizen

4.

CAPEX Capital Expenditure

5.

CCN Change Control Note

6.

CD Compact Disk

7.

CSV Comma-separated Values

8.

DC Data Centre

9. DeitY Department of Electronics and Information

Technology

10. DoT Department of Telecommunications

11. DR Data Recovery

12. DTMF Dual Tone - Multi Frequency

13.

EGDI e-Government Development Index

14 EMD E t M D it


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27. IVR Interactive Voice Response

28.

JSON JavaScript Object Notation

29.

KUA KYC User Agency

30.

KYC Know Your Customer

31. LLP Limited Liability Partnership

32. mBaas Mobile Back-end as a Service

33.

MoMt Mobile originated Mobile terminated

34.

MoU Memorandum of Understanding

35. MSA Master Service Agreement

36. NDA Non-Disclosure Agreement

37. NeGD National e-Governance Division

38.

NeGP National eGovernance Plan39.

NIC National Informatics Centre

40.

NPCI National Payments Corporation of India

41. O&M Operations and Management

42. OBD Out Bound Data calls

43

OPEX O ti l E dit


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55. SLA Service Level Agreement

56.

SMS Short Message Service

57.

SOAP Simple Object Access Protocol

58.

SOP Standard Operating Procedures

59. SSDG State Service Delivery Gateway

60. SSDG State Service Delivery Gateway

61.

STQC Standardisation Testing and Quality

Certification

62.

TII Telecommunication Infrastructure Index

63.

TRAI Telecom Regulatory Authority of India

64.

TSP Telecom Service Provider

65. UAT User Acceptance Testing

66. UI User Interface

67. UMANG Unified Mobile Application for New-age

Governance

68. UT Union Territory

69.

UX User Experience


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1 Purpose of the document

The Request for Proposal (This Document) floated by the National e-Governance Division

- Department of Electronics & Information Technology, Government of India is to select a

Partner Agency which would be responsible for development, implementation,

enhancement and operations & maintenance of Unified Mobile Application for New-age

Governance (UMANG) platform for a period of 3 years with a possibility of extension to

another 2 years and again for 2 years subject to mutually agreed terms and conditions.

Major Central/State government services are expected to be provided through UMANG.

2 Introduction

2.1 Digital India

“Digital India”, a comprehensive ICT initiative of Government of India, aims to transform

Part 1


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Not only facilitating online and easy access to public services is ingrained in the vision

areas of Digital India, but use of mobile phones has been highlighted as an important

medium. Further, “e-Kranti”, a flagship program under “Digital India”, clearly articulates

Vision Area 1

Digital Infrastructure as a Utility toEvery Citizen

•High speed internet as a coreutility

•Cradle to grave digital identity thatis unique, lifelong, online and,authenticable to every citizen

•Mobile phone & bank accountenabling citizen participation indigital & financial space

•Easy access to a Common ServiceCentre

•Shareable private space on a publiccloud and

•Safe and secure cyber-space

Vision Area 2Governance & Services on Demand

•Seamlessly integrated serviceacross departments or jurisdictions

•Services availability in real timefrom online & mobile platforms

•All citizen entitlements to be

available on the cloud

•Digitally transformed services forimproving ease of doing business

•Making financial transactionselectronic & cashless

•Leveraging GIS for decision supportsystems & development

Vision Area 3Digital Empowerment of Citizens

•Universal digital literacy

•Accessible digital resourcesuniversally

•Availability of digital resources /services in Indian languages

•Collaborative digital platforms forparticipative governance

•Citizens not required to physicallysubmit Govt. documents/certificates


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2.2

UMANG

Taking cognizance of the envisaged goals of “Digital India” and other factors it is proposed

to build a common, unified mobile platform and application – “Unified Mobile Application

for New-age Governance” (UMANG). A single mobile application makes discovery,

marketing, auditing, testing, hosting and downloading easy. It also brings about uniformity

in user experience. Through the application, citizens can access pan India e-Gov services

from the central Government, State Governments, local bodies and their agencies and

private sector. Citizens will have to download just a single application which will work on

one short code on, GPRS/Internet, support for SMS and Toll Free for IVR will be additional

features. In addition, it would facilitate convergence of various efforts, carried out

separately, to reach out to citizens through their mobile phones.

3 Objectives

i. Act as an enabler and facilitator in developing overall mobile based service delivery

ecosystem in India.

ii.

Provide easy access for citizens to various services via single Mobile Application,

b h d d l ll b


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4 Scope

4.1

Overview

For UMANG, NeGD will partner with a private entity. It is envisaged that the Partner Agency

will bring in requisite technical expertise and resources for quick rollout, easier scaling up

and flexible adoption of technology. The emphasis will be on uniform user experience,

quick on-boarding of Central/State government services with less capital expenditure,

along with robust programme sustainability.

1. Development of UMANG (Unified Mobile Application for New Age Governance) platform

that provides services on mobile devices across Central, State Government

departments, local bodies and/or their agencies through a centralized platform. Once

deployed centrally the UMANG platform shall support integration and mobile

enablement of services for on boarding new Government applications.

2.

In addition to public services UMANG should be able to provide some Citizen Centric

services offered from authorized private businesses, as permitted by NeGD/DeitY.

3.

UMANG shall be accessible to citizens through mobile App, web, and through mobile

channels such as IVR and SMS.


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setting up of two environments namely a Staging Environment and a Live Production

Environment.

9. Creation of new services and management of existing services on mobile app, portal

and other mobile channels shall be supported through a user-friendly graphical user

interface while using a common integration layer with government departments. The

app and portal shall be responsive and built on responsive framework, be compatible

with standard form factors on smart phones and intelligent vis a vis user preference.

Application on-boarding-/Application enablement of Government

Departments/Agencies shall be as described in section 4.15.

10.

If the departments have e-readiness but do not have APIs available then Partner Agency

will be responsible for developing the APIs also.

11. Aggregate all existing applications functionalities that have been developed by various

Departments under a unified mobile application. Publish standard and consistent set of

open APIs that shall be used by government departments and authorized users for

integrating with UMANG to provide services.

12. UMANG platform shall provide a self-service portal where

a.

All information related to UMANG platform – API specifications, Integration process,


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ii.

Reduced server-side coding so that the focus can be more on front-end development

and faster roll-outs.

iii. Support for both native and hybrid mobile apps and other front-ends connecting

through APIs.

iv.

Deployed on cloud with built-in scalability.

v. Ability to integrate with legacy databases.

vi.

Provides an access control layer.

vii.

Open Source and Open standards based.

viii. Security and privacy of data of the integrating applications/databases that would be

mobilized on the platform as well as on the front-end.

ix.

A user interface for the integrating departments to create, publish and manage their

APIs with proper documentation support.

x.

Ability to plug-in with 3rd party applications, softwares, tools.

4.3 Integration with other Mobile Applications

UMANG platform and mobile app, in addition to the services on-boarded through the

platform, shall have functionalities to integrate with mobile applications developed by

i d l Th UMANG bil / b li i h ld


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user registration and seamless identity integration with the integrating departments. The

components would be

i. Integration with Aadhaar and other identity providers for fetching identity

credentials of a person.

ii.

Creation of a Mobile-Aadhaar/other identity database that would enable use of

mobile (numbers) of a user for all purposes – availing service, transacting online etc.

Using mapping servers for mobile to Aadhaar translation, such a database would

bring mobile to the focal point of all transactions.

iii. Multifactor authentication based on the requirement of the service as per their risk

sensitivity which includes username/password, OTP, biometric etc.

iv.

Enablement for scenarios such as one mobile handset multiple users i.e. mobile

app/handset should not be locked to a single mobile number.

v.

The whole module for such authentication should be modelled as a separate

pluggable application, which if need be can be used to provide for federated

authentication needs of other applications (not integrated with UMANG).

4.5

Connectivity with Telecom Service Providers (TSPs)

UMANG l f ill h i i h TSP f i h l (SMS IVRS )


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4.7

Payment Gateway

To use PayGov or any other payment gateway which provides better services in terms of

payment or charges. To enable payment mechanisms for Government services requiring

payments, using mobile phone/web portal will be an integral part of the solution. The

payment module of the solution needs to support various payment instruments allowed by

RBI. The module needs to be intelligent enough to route the authorization request to the

appropriate payment processing unit. Any emerging electronic payment solutions shall

also be integrated with UMANG platform with prior concurrence of NeGD. The platform

shall provide for payment on multiple modes through various channels.

4.7.1

Convenience Fees

Provision should be made for charging convenience fees (which can be made available

whenever required), over and above other charges such as Service Fees, Taxes etc and as

fixed by NeGD. Convenience fees may or may not be charged as per the decision of

NeGD/DeitY. It shall also provide for transfer of such convenience fees to NeGD account,

reconciliation and accounting. The integration with the payment gateway shall allow for

generation of reports for payment transaction as well as reconciliation. These reports are

to be shared with NeGD, concerned departments and banks. Payment services shall


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service API integration is done; it should be possible to provide services through

configuration and minimum development.

iii. State Government shall have the option to Brand their own services by selecting a

template for the state specific services page. It should be possible for citizens of a

specific state to have a customized view central and their own state specific services

at the first level. Other state services should be automatically available on the

second level as optional.

iv.

UMANG App shall have a section where the citizen can update their preferences in

terms of personal details, frequently accessed services and short cuts, language etc.,

which will then be available for all services so that data entry can be minimized.

v.

UMANG platform shall provide Govt. departments a web based login with access to

their own services with reports and dashboards.

vi.

Provide Search option for the citizen to discover relevant services.

4.9

Aggregation

Integration and aggregation of innovative 3rd Party citizen centric services provided by

private companies that are relevant for citizens shall be possible. The 3rd Party services


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iii.

Hosting of UMANG Mobile app on different App Stores for different mobile app

stores such as Google playstore, Apple Appstore, Windows appstore etc. shall be

done by the Partner Agency.

4.11 Reporting and Configurability

i. UMANG platform shall generate necessary reporting and dashboards for data

representation, which should be configurable as per the integrating department’s

needs.

ii. UMANG platform shall generate necessary reports and statements for payment

settlement and reconciliation.

iii.

Provide option for configuration of all the channel interfaces including SMS, IVR,

Mobile Portal and App pages for various services while using common back-end

integration into the departments.

4.12 Operations and Maintenance

i.

Partner Agency shall operate and maintain the UMANG platform, mobile app, web

application, portal etc.

ii. Regular bug fixing as raised by NeGD, helpdesk as well as integrating departments.


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ix.

Department and third party services can be hosted in external locations and their

hosting and maintenance are outside the scope. However in case any of these

services are not accessible, the UMANG platform will raise alerts so that escalation

to the concerned departments can be taken up by support.

x.

The front end (forms) processes, workflow, backend processes (database), security,

privileges at application level, Network level, backup and DR policies will not be

changed by the Partner Agency without prior approval of NeGD. Partner Agency

will make a change management process duly approved by NeGD for this purpose.

4.12.1

Change Requests

Partner Agency shall be responsible for ongoing support for integrating departments and

citizens:

a.

Modifications and enhancements (i.e. due to changes in integrating department APIs

for UMANG integration, Workflow changes, and other changes from time to time)

raised by the integrating departments shall be part of the scope of the project.

The Partner Agency shall provide an estimate in terms of man day of work required for

such requested changes. NeGD shall evaluate the estimates and payment against such


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4.14

Citizen (G2C) Services

i.

To create UMANG (Unified Mobile Application for New Age Governance) that

provides citizen services (G2C) on mobile devices across Central and State

Government departments/agencies through a centralized platform. Once deployed,

UMANG platform shall support integration and mobile enablement of services with

marginal effort for on boarding new Government services.

ii. UMANG should be able to support some Citizen Centric services offered from

authorized private Business.

iii.

Aggregate all services functionalities that have been developed by various

Departments under a unified mobile application through corresponding APIs

exposed by the Departments. Use the same APIs to get those services delivered over

multiple channels like Smart client app, mobile web and SMS and IVR wherever

applicable..

iv.

The indicative list of various government applications are provided in section 8.

4.15 Application enablement or Application on-boarding

i. For every application enablement, there will be API integration with the services of


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i.

Develop necessary APIs, if not available, for all services under the application on

the UMANG platform (in addition to common APIs required for all applications and

other common functionalities such as authentication etc.)

ii.

Integrating with the department application by

a.

interacting with respective department and gathering requirements and

b. developing APIs for the integrating department (only if required) and

c.

integration of UMANG platform with the department service APIs.

iii.

Providing an end-to-end user interface on UMANG mobile app and portal for all

services of the application.

iv.

Providing capability inside the UMANG mobile app and portal to fetch service

through UMANG platform.

v. Testing, deployment and go-live after sign-off from NeGD and/or respective

application owner department.

vi.

Enablement of Mobile/Web Portal and Mobile App with push SMS(transactional) is

mandatory. However, enablement of Pull SMS (a) and IVR (b) shall be done as per

the requirement of the integrating departments. . In case of non-operationalization

of non-mandatory channels, if opted so by integrating department, Application


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5 UMANG Architecture

Given the differences in the technology with their related advantages and disadvantages

and interoperability issues, it is very important to have credible architectural principles to

form the basis for choice of a particular technology and architecture to deliver mobile

services. Design principles for the UMANG Platform are given below:

5.1 Design Principles for UMANG

5.1.1 User Centric

End users availing the service must be centric to the design of UMANG platform. Their ease

of interaction with mobile devices, the kind of devices commonly used by targeted

segments, network availability and demand for service should guide the choice of

technology for service development and roll out. Support for local language (as mentioned

in section 4.8 (i)) is necessary.

5.1.2

Heterogenous and Interoperable

The UMANG platform should be designed keeping in mind that information flows across

applications owned by different departments. The UMANG platform should be able to


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5.1.3

Sustainable and Scalable

Architecturally, the UMANG platform should be sustainable and scalable. Sustainability

requires the platform to use softwares, tools, frameworks etc. which has a large usage base

and regular long-term support and upgrades. For scalability, it is important for the UMANG

platform to be cloud enabled to take the advantage of next generation cloud

implementations and technologies. The following criteria should be kept in mind during

selection of the technology

i.

Every component need to scale to a large volume.

ii. Every component as well as the whole system needs to provide consistent and

acceptable performance even at very large scale.

iii.

Single point of bottle-neck and failure must be avoided.

While upgrades and scaling-up, it is necessary that the platform supports earlier versions

especially when upgrading the APIs.

5.1.4 Pluggable and Loosely coupled Components

The system should be built with open standards and open APIs with plug-n-play

capabilities. The system should be designed to plug-in new technologies and components in


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5.1.6

Address privacy concerns

The UMANG platform should address the privacy concerns of integrated applications and

thus restrict visibility of each department to data/information pertaining only to them.

Also, the platform should protect user’s information.

5.1.7

Analytics

The UMANG platform should be able to generate insights for analytics. These includes, but

is not restricted to, on-demand reports which can be configured, filtered and customized byNeGD as well as integrating departments. The UMANG platform should look at the usage at

an aggregate as well as at an individual level.

Relevant dashboards should be available for decision makers about the platform’s

performance and usage and insights on user information (demographic, location,

behavioural etc. aspects).

5.1.8 Multi-Language Support

Various mobile channels need to support local Indian languages to be able to reach masses.

The Partner Agency shall provide support for English, standard local languages across

various channels (SMS, IVR, Smart Client, Mobile Web etc) for services across service


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capabilities to integrate with external interfaces such as payment gateways, identity

providers, location services etc.

5.2

Components of UMANG


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iii.

Support Delivery Report Tracking and Notification back to the Mobile app.

iv. Support Multi-modal support for SMS Short Codes.

5.2.1.2

IVRS

i. Long code/Short code integration and configuration capability with major Telecom

Operators, as mentioned above, for Inbound Call Services.

ii.

Inbound Call routing to appropriate service based on the user input.

iii.

OBD CLI configuration & integration capability with major Telecom Operators, asmentioned above, for OBD Services.

5.2.1.3

Mobile Web

i.

Accepting MSISDN forwarding for Mobile Web / Smart Client app for user

authentication supported by PIN or alternative methods.

5.2.1.4 Others

a. The platform should have necessary integration to lookup Circle/Operator

information by MSISDN.

b.

Comply with TRAI guidelines.

c. Support Configurable retry mechanism based on the error code at Telco Integration


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5.2.2

Security & Authentication

The Security & Authentication will be responsible for authenticating user and granting him

permissions based on his roles and responsibilities.

i.

The UMANG platform shall support Aadhaar based authentication for requisite

Departmental Services and shall be linked with citizen mobile number which are

provided voluntarily to the platform.

ii.

The UMANG platform shall support Alternative authentication and authorizationprocess wherein user doesn’t have Aadhaar number.

iii. The verification log and analytics should be used for strengthening the

authentication systems.

iv.

There should be provisions for both single and multi-factor authentication

mechanisms.

5.2.3 Integration with External Platforms/Applications

5.2.3.1

Payment Gateway

UMANG platform shall integrate with a Payment Gateway as mentioned under section 4.7.

5.2.3.2

Aadhaar or other identity providers


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Citizens can also upload and securely store the scanned copies of legacy documents in

Digital Locker. A user can share these electronic certificates online with various

departments and agencies registered on Digital Locker while applying for the services

provided by them. Thus, Digital Locker brings the citizens, issuers and requestors on one

platform.

Further, Digital Locker system is based on open APIs which are published on their portal

www.digilocker.gov.in . UMANG shall integrate with DigiLocker and enable

i. Submission of documents by a user by fetching URIs from DigiLocker to UMANG

and passing the same to the integrating department service.

ii.

Informing user of any document, related to the service availed on UMANG, URI of

which has been made available on DigiLocker.

5.2.4 Transaction Management module

This is the core transaction management module of the UMANG platform, all the messages

will be routed through transaction management module for further processing.

Transaction management module will interact with external systems for verification &

presentment of the information, will interact with payment module for handing over the

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iii.

Transaction ID

iv.

Transaction amount

v. Transaction date and time

vi.

Common interface for transaction history should provide transaction trends and

graphs for user reference

5.2.5 Marketing & Promotions Module

The UMANG platform will provides great opportunity for various Government departmentsas well as businesses to promote their services and reach out to a significant portion of the

population in an effective manner. Government departments spend significant amount of

resources to provide the information to the citizen – this includes education, awareness

building and promotions. The module shall have the ability to send information / messages

to the citizen, business, government employees and agencies as part of the transaction (i.e.

part of SMS receipt for payment transaction, part of status update from department, during

IVR or outbound call, as part of mobile web etc.) or as a separate totally independent

process as required by the government. Promotion should also be possible thorugh alerts

on the UMANG App.


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formats. The integration module should also provide an online and batch mode integration

facility. Integration with popular social networking sites like Facebook, Twitter and

Google+ using the published API as well as integration with mail server would be required.

Any new service enabled on UMANG will need to be notified/ popularized via Twitter,

Facebook, Google+ or any other social media platform.

The integration module will need to be integrated with state and national portal / platform.

The API Layer of UMANG platform should offer the following feature

i.

Provide a common API layer or equivalent to support for faster and seamless

integration.

ii. Support for various data formats like XLS, XML, CSV, Delimited based, and Text.

iii.

Publishing of API Development guide as well as Security standards document forintegration with UMANG platform

iv. UMANG shall have plugin based architecture for integrating with various

government departments and 3rd party integration while supporting department

API in SOAP/XML/Rest/HTTP formats.

v. It should be usable independent of UMANG, and able to provide joined up services.


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built into it. Apart from the core modules of UMANG, it shall be integrated with various

external entities like payment gateways, banks, telecom operators, SMS aggregators and

departments as well as businesses.

The real time monitoring and management of the UMANG using single portal is key to

provide uninterrupted and high available service to the citizen and businesses across the

country.

UMANG should have provision for Remote Application Monitoring.

5.2.10

Analytics, MIS Reporting and Dashboard

The UMANG platform need to provide extensive parameterized reporting facility for both

department users and administrators to run various reports from time to time. It should

support MIS reports for all but not limited to the given below items:

i.

Daily Transactional reports (both for payment and non-payment transactions)

ii. Consolidated monthly reports for all transactions

iii.

Reports for payment transactions with split of various payment modes like net-

banking, credit card, debit card, IMPS, Wallet etc.


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monitoring. The Help Desk module shall be used by the Partner Agency to manage the

customer ticketing and life cycle.

The SLA monitoring tool shall have the ability to track the SLAs as described in the RFP at a

minimum; the monitoring tool shall have the ability to generate the necessary reports. The

SLA monitoring tool shall have the ability to export or import the necessary data.

The application monitoring tool shall help Partner Agency and NeGD manage and monitor

UMANG and related components of UMANG effectively. The tool shall monitor the services

and unified portal.

The Partner Agency should provide an integrated Customer care support interface where

the customer care centre can view transactions of the citizen for better coordination and

support to the citizen.

The customer support should be able to help user in the following ways:

i.

Inform exact status of the transaction based on his mobile number. The customer

care support should be able to recognize the person based on the number he is

calling from and get an access to his transaction details.


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The complexities of interacting with an application on a mobile device, special

consideration should be given to the overall user experience. User experience is guided by

a number of factors, including: latency, interaction method, and data consistency etc.

6.1.1 Compliance to Guidelines Indian Government Websites

These guidelines have been developed by National Informatics Centre (NIC) and adopted

by Department of Administrative reforms and Public Grievances (DARPG). Guidelines

address the entire lifecycle of a website, web portal/application right from its

conceptualisation to design, development, maintenance and management. UMANG (Mobile

Web) should comply to these guidelines.

6.1.2 Optimized Application Start-up Time

User experience is heavily influenced by the initial start-up time of an application. Offline

Web application technologies like HTML5 AppCache [HTML5-OFFLINE] bring Web

applications into parity with native applications in terms of their start-up time and their

ability to be used even where network coverage is intermittent. The following techniques

to help minimize application start time should be considered:

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6.1.4

Design for Multiple Interaction Methods

Interaction methods vary across devices. Three main interaction methods should beconsidered when designing the UI:

i. Focus Based: The browser focus "jumps" from element to element;

ii. Pointer Based: Key-based navigation controls a pointer that can cover any part of

the screen;

iii. Touch Based: Events are related directly to a finger or stylus touch position on the

screen.

The optimum configuration of UI elements varies depending on the interaction method

used by the device. Ideally, the UI should be adapted based on knowledge of the interaction

methods supported by the target device. If this is not possible, then the UI should be

designed to provide a good experience for each of these different interaction methods.

6.1.5

Preserve Focus on Dynamic Page Updates

The JavaScript focus method can be used to move the focus to the part of a page that has


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Standardized URI schemes have been defined for some common device functions, e.g.

making phone calls, sending an SMS, and managing address books. These URI schemes, if

supported, can enable users to easily use these functions from applications.

6.1.8 Ensure Paragraph Text Flows

On small screens it is important that paragraph text flows both so that it doesn't require

horizontal scrolling and so that it will re-flow if the view orientation is changed.

6.1.9 Ensure Consistency of State between Devices

User credentials valid on one device should be valid on other devices. User preferences

captured on one device should be accessible on other devices. Data updated on one device

should be viewable consistently on other devices.

An important example of this is offering a consistent experience where data entered on a

desktop is available on a mobile and vice versa.

6.1.10

Consider Mobile Specific Technologies for Initiating Applications


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A onetime user registration page should be provided on App and Mobile web so that

information can be collected and edited at a later date by the citizen. Profile Manager

should have at least the following features:

i. Save user registration details and support edit/update of these details

ii.

Pre-population of user data wherever required in the service work flow. For

example, once user has registered himself/herself, he/she need not enter his

name, address etc. in an particular application or form filling.iii. Language setting can be done in profile manager so that the user need not opt for

his preferred language each time he uses the services.

iv. Store specific parameters that can be pre-populated when accessing specific

departments. For example, in electricity department the user address, connection

number can be stored in the profile so that these can be populated in the API call tothe department. The user should also have an option to modify these parameters.

By sourcing user data from different sources, identifying newer target segments,

discovering hidden patterns and profiling citizens’ behavior, government departments can

usher themselves into unique data driven user management environment. They can then


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i.

The app should provide quick and responsive experience even with limited

bandwidth and pages as required should be locally cached on the device.

ii. It should work on both online and offline mode wherever the pages are locally

cached. It would need connectivity only when it requires calling an API. Further, it

has to be ensured that the cached data is not exposed to any 3rd party in any form.

iii. It should work on all Android, iOS and Windows devices with the versions of

operating systems released by them in last three years from the date of work

order and all future releases.

iv. The App should support security features such as mobile OWASP and should pass

security testing by a third party.

v.

It should support device elements such as accelerometers for enabling apps which

works on motion/shaking. Example: Women safety app which can trigger

notification based on shaking the device

vi.

It should be able to use the device features to capture data like Images, Bar-codes,

Audio, Videos, GPS, Document pages along with date and time stamping and be

able to sync these to the server.

vii.

It should also allow to upload stored data from the device like media files (image,


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vi.

It should be possible to make on-the-fly changes to the portal through a UI and

immediately make these available to citizens.

vii. The user experience of the citizen on the Mobile Portal and App should be similar

in terms of look and feel, navigation, menu and access to preferences and other

data.

viii. It should have search functionality across all the pages.

6.3.3

Low bandwidth supportA mobile portal as well as apps should be able to provide services at low bandwidths also.

For this, the mobile app and portals should be tuned for low bandwidths to facilitate access

of services by users when bandwidth is low.

6.3.4

Pull SMS

In Pull SMS services, citizen sends an SMS to a short/long code along with a keyword and

text which will be routed to a configured service. The service can send back a response

through the same short code/long code as per the service logic. This type of service is

mainly used for informational service where the citizen wishes to track or obtain

information. The syntax for the service will be made available through a help menu or as


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should support sender ID for required departments as per the TRAI guidelines. It should

support following ways of Push SMS services:

i.

API based: UMANG should provide a standard API to the Departments to avail SMS

services and support text, binary and Unicode messages.

ii.

Bulk Push through UI: UMANG should provide a user interface to the Departments

to add messages and user mobile numbers to push any bulk SMS. This should be

possible through file upload as well as FTP access to files. This should allowscheduling the messages as well as replacement of parameters so that customization

is possible.

6.3.6

IVR (both Inbound and Outbound)

This Module shall support building Interactive Voice Response call flows that can be linked

to both Inbound and Outbound calls. When a call lands on to the configured numbers or

extensions, the IVR system should use both the called party and calling party numbers and

allow the calling citizen to navigate the configured services using key press (DTMF) with

cut through facility during announcements.

It should also be possible for the system to use preferences of the citizen in terms of


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The Outbound Dialer System shall be able to initiate calls to the list of mobile numbers that

can be configured by any department. It shall be possible for the department to specify a

prompt as well as a call flow either through the Application Call flow UI or through VML.

An API shall also be provided so that departments can initiate Voice call to a number with

linked prompt or call flow that has been configured on the system.

Reporting should be provided that indicates the number of successful calls, failures with

reasons as well as the menu traffic for a given period.

6.3.7 Call Centre for handling IVR queries

Partner Agency has to manage the Call centre for voice calls. All the expenses, except

charges for PRI line, in running the call centre operations shall be borne by the Partner

Agency.

7 Implementation Approach

i. NeGD will identify high usage e-gov applications of government and private sectors

across centre and all states with huge social impact. These services would be the

ones which will be integrated to UMANG platform to start with.


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vi.

NeGD will monitor the performance of the Partner Agency on different parameters

as explained in section 18.

8 Indicative Applications List

List given below in Table 1 is indicative in nature only and NeGD in its sole discretion may

add or remove applications in this list.

Table 1: Indicative Applications List

# Application Name

1. National Scholarship

2.

Women Safety (Nirbhaya)

3.

Health Care Applications

4. CCTNS

5.

E-District

6. Passport Seva

7.

E-Post

8. Income Tax – ITR, PAN


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22.

m-Kisan

23. Disaster Management

9 Commercial Structure

9.1

Commercial Structure Components

Table 2: Components of Commercial Structure

Application Enablement

(Per Application)

Platform

Fee

(one time

fee)

SMS Rates

(Push)

(per successfultransaction)

AMC Convenience Fee

(per successful

paymenttransaction)

Change

Request Fee

(per ManDay)

Without

API

developm

ent

With

API

development

(in INR) (in INR) (in INR) (in INR) (% of C) (in INR) (in INR)


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replication) for the entire UMANG platform has to reside within the territory of India.

Finalization of the infrastructure as well as software requirements shall be done only after

due approval from NeGD.

9.3 Platform Fee payment milestones

The Partner Agency will be required to provide the quotation for UMANG Platform

Development and Deployment (C). The platform deployment fees (C) shall be paid in four

tranches.

Partner Agency will be eligible for this payment when the platform has enabled all the

functionality as mentioned under Scope of UMANG.

Table 4: Platform Fees Payment Milestones

On successfuldeployment and Go-

live

On enablement ofCumulative 50

applications on

UMANG

On enablement ofCumulative 120

applications on

UMANG

On enablementof Cumulative

200

applications on

UMANG

40 % C


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9.5

Application Enablement / On-boarding

An Application enablement fees is required to be quoted by the Partner Agency for

Application enablement/Application on-boarding as defined in section 4.15. However,

following conditions would apply, in addition, for calculation of Application enablement

fees.

9.5.1

Enablement of channels

Enablement of Mobile/Web Portal and Mobile App with push SMS(transactional) is

mandatory. However, enablement of Pull SMS (a) and IVR (b) shall be done as per the

requirement of the integrating departments. . In case of non-operationalization of non-

mandatory channels, if opted so by integrating department, Application enablement fees

would be deducted by 10% for each non-operationalized channel from the list below.

a.

Enablement on Pull SMS

b.

Enablement on IVR

c. Enablement on Mobile Portal and App with push SMS. (Mandatory)

Under a given application, calculation of deduction shall be done on a pro-rata basis for

each service separately.

9.5.2

Enablement of Payment


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1 1002 8

3

4 Channel

No. of Services not

done Deduction Rate

Pro-rated

Deduction Amount

5 Pull SMS Nil (Mandatory) NA 0.007 IVRS 5 10% 6.25 (5/8 * 10% * 100)

8

Mobile App with

push SMS

(transactional) Nil (Mandatory) NA 0

9 6.25

10

11 Done 4 5% 2.50 (4/8 * 5% * 100)12 2.50

13 8.75

18 91.25

Total Deduction (Y = D1 + D2)

Payable Application Enablement Fees (X -Y)

Deductions

Illustration: Application Enablement Fees Payment

Payments Enablement

Channel Enablement

Total Deduction for Channel (D1)

Application Enablement Fees (X)Total Services

Total Deduction for Payments (D2)


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9.6.3

Pro-rata payment

In case, some services have ready API’s, the Application Enablement Fees shall be on a pro-

rata basis:

[(No. of services for which API available * A) + (No. of services for which APIs developed *

B)/ Total number of services under the application].

9.7 Application enablement target

For the mandatory 5 Application enablement along with platform deployment and

enablement, the payment shall be made on successful platform deployment and

enablement.

Table 3: Application Enablement Target

1st year 2nd year 3rd year

Number of Application enablement/year (Total) 50 70 80

9.8 SMS Charges for successful transactions

Partner Agency will be provided by NeGD, SMS Charges per successful transaction across


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include the H/W requirement, bandwidth requirement, rack space, firewall and other

system components.

NeGD will require a proper, satisfactory explanation for the BoM proposed by the Partner

Agency.

9.10

Convenience Fees

Partner Agency will be provided by NeGD, a Convenience Fees per successful payment

transaction across all the channels. (Refer section 4.7.1). The convenience fees payable (per

successful payment transaction) to be quoted by the Partner Agency should be between Rs.

0 to Rs. 15/- . The convenience fees shall not be payable for year 1 (one) of the project.

9.11 Annual Maintenance Charge

Partner Agency shall be paid an Annual Maintenance Charge(AMC) which is to be quoted

by the agency as a percentage of C (Platform Fees). Payments for AMC shall be made onquarterly basis post go-live of the platform with 5 application enablements.

9.12 Enabling citizen centric Services offered by private entities.

Citizen centric services from private entities with very high relevance and as decided by

NeGD from time to time shall also be brought on the UMANG platform. No payment (for


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Partner Agency)

Infra (Cloud, Bandwidth etc.)

NeGD to provide

through NIC

Maintenance and

DevOps X X

Software and AMC (To be quoted

by Partner Agency)

To be

developed/provided

by Partner Agency X X

Anti-Virus, Certificates, Tools etc

To approve the

requirements.

Get approved by

NeGD. To provide. To

be a part of the

platform fees quoted.

Bill of Material to be

provided. X X

UMANG Mobile App and portal

(Part of Platform)

To develop and

maintain X X

Application Enablement

Fees (To be quoted by Partner

Agency) To pay; clear bills

Facilitate, write

letters to

Talk to departments;

visit them; To sign-off;


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code; approved by

departments; any

other SMS relatedwork

IVR (Toll Free)

Software and Menu setup Co-ordination Yes

Provide

inputs related

to the

application. X

PRI Lines Yes Technical Integration X X

Toll Free Number Procure and pay

Bill OBD as per the

RFP X X

Call Center

Monitor; Pay for

PRI lines. Set-up and manage X Use

Convenience Fees

Co-ordination with

departments.

Provision for

charging convenience

fees. Reconciliation

and settlement.

To agree for

convenience

fees. To pay.

Co-ordinate with


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11

Transactions Estimates (Indicative)

Transactions through various channels have been estimated by extrapolation of the Usage

Data of a similar initiative of Government of Karnataka (i.e. Mobile One). The detailed

estimation is at Annexure C of this document.

12

Roles and Responsibilities

The following section outlines the responsibilities of NeGD, Partner Agency and Integrating

Departments.

12.1

Partner Agency

i.

The Partner Agency is responsible for development and maintenance of theUMANG platform as mentioned in this RFP and to comply with all necessary

standards and regulations.

ii.

Responsible for integration with SMS Aggregator for SMS based Push & Pull

services.

iii. The Partner Agency shall provide multi lingual support as mentioned in section


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a.

Responsible for compliance of the platform to various guidelines &

regulations (eg. RBI’s mobile banking & payment guideline, TRAI’s Bulk

SMS Guideline).

b.

Provide necessary help to NeGD for various certifications which are

mandatory for smooth functioning of UMANG.

i. NeGD will pay for the certification cost (eg. PCI / DSS).

ii.

NeGD to decide on the timing for the certification depending

on the business need.

x. The Partner Agency will create and take a sign-off on the documents

required at various stages of SDLC including FRS (Functional Requirement

Specification) during UMANG development and maintenance and support.

It will be also responsible for regular updation of the documents as and

when required.

xi.

Conduct training to help government departments to enable mobile services

for the respective departments so as to generate maximum benefit out of the

mobile governance initiative.

xii.

Will undertake all the tasks related to hosting, deployment and operation for


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c.

Help Desk personnel should be familiar with English, Hindi and all Indian

Regional Languages.

d.

Help Desk should be available 24x7 from 8:00 AM to 8:00 PM.

xvii.

Work closely with NeGD to manage day to day relationship with telecom

operator, financial institutions, other government departments and any other

external entity as identified by NeGD for operationalization and management of

the platform.

xviii. Appoint Payment Gateway and Banking partners for all Payment services like

Netbanking, Credit cards, Debit cards, IMPS, Telco Wallets etc..

xix. Liaison with Payment Gateway and Banking partners and manage all necessary

day to day coordination with them.

xx.

Manage FAT (Functional Acceptance Testing), Load Testing, Performance

Scalability Testing. The Partner Agency will be providing the necessary baseline

documents and other documentary evidence of carrying out the testing for

UMANG project.

xxi.

Will be responsible for getting all necessary sign offs and approvals from

Government Departments.


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iii.

Continuous monitoring of Program Management Unit and evaluate the

performance of the same on regular intervals.

iv.

Evaluate the bids received in response to UMANG Partner Agency Selection RFP

and support NeGD in selection of the Partner Agency.

v.

Provide Work Order to the Partner Agency before Partner Agency starts

Application on-boarding.

vi.

End-to-end management of UMANG initiative for rollout on PAN India basis.

vii.

Responsible for drafting scope document for enabling services based on which

the Partner Agency will develop the services.

viii.

Review of functional specifications, test documents, acceptance plant, project

plans, architecture related to UMANG platform

ix. Create a channel selection matrix for enabling mobile services on different

channel. i.e. the document should clearly suggest which service should be

enabled on what all different channels for the departments.

x. Project evaluation and SLA monitoring and clearance of invoices raised by the

Partner Agency on time.

xi.

Facilitate in getting adequate space and racks in the NIC Data center and DR


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xix.

Do all necessary liaisons with Government Departments, NeGD, NIC, DeitY,

external entities (TRAI, NPCI, RBI etc.) and Partner Agency etc.

xx.

Facilitate procurement of toll free number.

xxi.

Interface with all Telecom operators for speeding up integration process and

coordinate with Telecom Ministry for getting short codes for SMS and toll free

for IVR.

xxii.

To coordinate with Telecom Operators for MSISDN forwarding, Multimodal

number etc.

12.3

Integrating Departments

UMANG platform will be deployed in the NeGD selected Cloud and will be accessible to all

integrating Govt. departments through a secure connectivity. NeGD will coordinate with

these departments. The responsibilities of the integrating departments are:

1.

Appoint single point of contact to work with NeGD/Partner Agency.

2. Classify services within the integrating department based on the back-end availability

of API and eGov enablement.

3.

Classify services based on guidelines from NeGD for UMANG Mobile App and other

channels.


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13 Instructions to Bidder

13.1

Tentative Calendar of Events

13.2 RFP Document Fees

RFP document same can be downloaded from NeGD website www.negd.gov.in. Tender fees

Item # Milestone Days

RFP Phase

1. Release of Request For Proposal 20/04/2016

2.

Last date for Submission of Written Questions by

Bidders

30/04/2016

3. Pre-Bid Conference 05/05/2016

4. Response to bidder Questions 11/05/2016

5. Last Date for Submission of Proposals 06/06/2016

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representatives of the shortlisted organizations may attend the pre-bid conference at their

own cost. The purpose of the conference is to provide bidders with information regarding

the RFP and the proposed solution requirements in reference to the RFP. Pre-Bid

Conference will also provide each bidder with an opportunity to seek clarifications

regarding any aspect of the RFP and the project.

13.4

Response to Bidder’s QueriesAll enquiries from the bidders relating to this RFP must be submitted in writing exclusively

to the contact person. Contact details for the RFP are as follows:

Name: Sh. Amit Kumar

Address:4th Floor, NeGD, Electronics Niketan, 6 CGO Complex, New Delhi - 110003

E-mail: [email protected]

Telephone: 011-30481641

The queries should necessarily be submitted in the following format:

# Bidding Document

Reference(s)

(section number/

Content of RFP

requiring

clarification

Points of

clarification

Required


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13.5

Supplementary Information / Corrigendum / Amendment to the RFP

If NeGD deems it appropriate to revise any part of this RFP or to issue additional data to

clarify an interpretation of the provisions of this RFP, it may issue

supplements/corrigendum to this RFP. Such supplemental information will be

communicated to all the bidders by e-mail and will also be made available on NeGD’s

website. Any such supplement shall be deemed to be incorporated by this reference into

this RFP.

At any time prior to the deadline (or as extended by NeGD) for submission of bids, NeGD,

for any reason, whether at its own initiative or in response to clarifications requested by

prospective bidder may modify the RFP document by issuing amendment(s). All bidders

will be notified of such amendment(s) by publishing on the websites, and these will be

binding on all the bidders.

In order to allow bidders a reasonable time to take the amendment(s) into account in

preparing their bids, NeGD, at its discretion, may extend the deadline for the submission of

bids.

13.6

Proposal Preparation Costs


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further discussions and negotiations towards execution of a contract. The commencement

of such negotiations does not, however, signify a commitment by NeGD to execute a

contract or to continue negotiations.

13.8 Earnest Money Deposit (EMD)

Bidders shall submit, along with their Bids, an EMD amount of Rs. 50,00,000 only ( Rupees

Fifty lakhs Only) in the form of a Demand Draft/ Bank Guarantee/Banker’s cheque/FDR

issued by any Commercial bank in favour of MEDIA LAB ASIA-NEGD payable at Delhi.

EMD should be valid for 225 days (180 days bid validity period+ 45 days beyond bid

validity) from the opening date of the tender. Bid security in any other form will not be

accepted. Format for bid security is provided in section 2.2.4 of Master Services Agreement.

Bank Guarantee to be provided against this tender should be issued by a commercial bank.

EMD shall be returned to the unsuccessful bidder at the earliest after final bid validity and

latest on or before the 30th day after the award of contract to successful bidder. The bid

security, for the amount mentioned above, of successful bidder would be returned upon

submission of Performance Guarantee. Also, bid security should remain valid for a period

of 45 days beyond the final bid validity period.


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13.9

Authentication of Bids

The original and all copies of the bid shall be typed or written in indelible ink and signed by

the Bidder or a person duly authorized to bind the Bidder to the contract. A letter of

authorization shall be supported by a written power-of-attorney accompanying the bid. All

pages of the bid, except for un-amended printed literature, shall be initialled and stamped

by the person or persons signing the bid.

13.10

Interlineations in BidsThe bid shall contain no interlineations, erasures or overwriting except as necessary to

correct errors made by the Bidder, in which case such corrections shall be initialled by the

person or persons signing the bid.

13.11 Venue & Deadline for submission of proposals

Proposals, in its complete form in all respects as specified in the RFP, must be submitted in

the tender box kept at the address specified below:

Name and Address: Telephone: Email: Last Date & Time of submission:

13.12

Late Bids


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Envelope 1: Bid Security The envelope containing the Bid Security

shall be sealed and super scribed “Bid

Security – Unified Mobile Application for

New-age Governance (UMANG)”. This

envelope should not contain any

Commercials, in either explicit or

implicit form, in which case the bid will

be rejected. This envelope should also

contain “Undertaking from the bidder on

submitting the commercial proposal” A

board resolution authorizing the Bidder

to sign/ execute the proposal as a

binding document and also to execute all

relevant agreements forming part of RFP

shall be included in this envelope.

Envelope 2: Technical Proposal The Technical Proposal shall be prepared in


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rewriteable compact discs (CDs) with all the

contents of the technical proposal. The

words “Technical Proposal – Unified Mobile

Application for New-age Governance

(UMANG)” shall be written in indelible ink

on the CD. The Hard Copy shall be signed

and numbered by the authorized signatory

on all the pages before being put along with

the CD in the envelope and sealed.

In case of discrepancies between the

information in the printed version and the

contents of the CDs, the printed version of

the technical proposal will prevail and will

be considered as the proposal for the

purpose of evaluation.

Envelope 3: Commercial Proposal The Commercial Proposal will be submitted

only in the printed format and the bidder is


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Technical Proposal)at the top right hand

corner and addressed to NeGD at the

address specified in this RFP.

Envelope 4 All the above 3 envelopes along with the

tender fees documents should be put in

Envelope 4 which shall be properly sealed.

The outside of the envelope must clearly

indicate the name of the project (“Unified

Mobile Application for New-age Governance

(UMANG): Response to the RFP for Selection

of Partner Agency”).

Note: The outer and inner envelopes mentioned above shall indicate the name and

address of the bidder agency. Failure to mention the address on the outside of the

envelope could cause a proposal to be misdirected or to be received at the required

destination after the deadline.

NeGD will not accept delivery of proposal in any manner other than that specified in this


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will be deemed to be valid until such time that the bidder formally (in writing) withdraws

his proposal.

In exceptional circumstances, at its discretion, NeGD may solicit the bidder's consent for an

extension of the validity period. The request and the responses thereto shall be made in

writing.

13.15

Commercial Proposal

- In the commercial bid, the Bidder is expected to price for all the items and services it has

proposed in the Technical Proposal. NeGD, may seek clarifications from the Bidder on the

Technical Proposal. Any of the clarifications by the Bidder on the technical proposal should

not have any commercial implications. The Commercial Proposal submitted by the Bidder

should be inclusive of all the items in the technical proposal and should incorporate all the

clarifications provided by the Bidder on the technical proposal during the evaluation of the

technical offer.

- Unless expressly indicated in this RFP, bidder shall not include any technical information

regarding the services in the commercial proposal. Additional information directly relevant

to the scope of services provided in the RFP may be submitted to accompany the proposal.


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Arithmetic errors in proposals will be corrected as follows: In case of discrepancy between

the amounts mentioned in figures and in words, the amount in words shall govern. The

amount stated in the proposal form, adjusted in accordance with the above procedure, shall

be considered as binding, unless it causes the overall proposal price to rise, in which case

the proposal price mentioned in figure shall govern.

13.15.2 Prices and Price Information

The Bidder shall quote a price for all the components, the services of the solution to meet

the requirements of NeGD. All the prices will be in Indian Rupees

No adjustment of the price quoted in the Commercial Proposal shall be made on account of

any variations in costs of labour and materials, currency exchange fluctuations with

international currency or any other cost component affecting the total cost in fulfilling the

obligations under the contract

The price quoted in the Commercial Proposal shall be the only amount payable to the

successful Bidder for completion of the contractual obligations by the successful Bidder

under the Contract, subject to the terms of payment specified as in the proposed

commercial bid or the one agreed between NeGD, and the Bidder after negotiations. The


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commercial bid remains valid. In no circumstances shall the commercial bid be allowed to

be changed / modified.

The price should be quoted inclusive of all taxes and levies (Local Octroi and all other

taxes) All the taxes of any nature whatsoever shall be borne by the Bidder including any

additional taxes/levies due to change in tax rates through the validity of the bid and

contract.

All costs incurred due to delay of any sort, shall be borne by the Bidder.

NeGD, reserves the right to ask the Bidder to submit proof of payment against any of the

taxes, duties, levies indicated within spe

rfp for umang

Documents