ada usta usart Sree eT (ase oReet Ste corel Fares, art arene) National Highways Authority of India oy (Ministry of Road Transport and Highways, Government of India) weer ast alia ce 6, See 10, ara, aE Rel 110075 G5 & 6 Sector-10, Dwarka, New Dalhi-110075 -gEAWW/Phone : 91-11-25074 100 / 25074200 NHAI/Policy Guidelines/ Standard Documents/2023 Policy Circular No.11.53/ 2023 dated 10‘ October, 2023 {Decision taken on E-Office File No. IHMCL/2023-24/ATMS (Comp. No. 224126)} Sub: Implementation of Advance Traffic Management System (ATMS) on National Highways and Expressways - Standard ATMS provisions- reg. The ATMS Standards and Specifications were issued vide NHAl Policy Circular Technical (214/2016) dated 15.09.2016. The relevance and adequacy of the said Standards and Specifications were examined vis-a-vis latest technology such as Al, leading to a renewed focus on digital enforcement of traffic rules and comprehensive approach road- safety and incident response. The updated Standard ATMS Document has been approved by EC in its 582"4 Meeting dated 06.10.2023 for implementation on the National Highways and Expressways with NHAI. 2, The Standard ATMS Document gives the functional and technical specifications of the Advance Traffic Management System (ATMS) solution and its sub-systems: (i) Video Surveillance System / Traffic Monitoring Camera System (TMCS) (ii) Video Incident Detection and Enforcement System (VIDES) (iii) Vehicle Actuated Speed Display System (VASD) (iv) Fixed and Portable Variable Message Sign (VMS) System (¥) Communication Network with OFC Backbone (vi) Emergency Call Box* (vii) Mobile Radio Communication System" (viii) ATMS Command & Control Center with ATMS Software (ix) Power Supply for Field Equipment as well as for ATMS Command & Control Center * The requirement may be assessed by RO/PD as per site conditions and scope may be included/deleted 3. Apart from the above, there are other provisions like enabling API based e-challan by Enforcement Agencies through VIDES, integration with Rajmarg Yatra, NHAI One, providing live camera feeds to NHAI Offices and Enforcement Agencies etc. Contd...2/-4, The Standard ATMS Document also includes the following Appendices which are required to be followed while implementing the ATMS: (i) Appendix-A : The Guidelines for locations of ATMS field equipment, systems and sub-systems. The exact location of sub-components like VIDES/VASD/VMS. etc should be decided after detailed investigation on the Highway stretch based on the broad guidelines given in Appendix: (ii) Appendix-B : Service Level Agreements and Penalties during O&M Period (iii) Appendix-C : ATMS Command and Control Center Organization and Staffing (iv) Appendix-D : Reporting and Integration with Datalake 5. This Circular supersedes the Policy Circular Technical (214/2016) dated 15.09.2016. 6. This issues with the approval of Competent Authority. Encl: Standard ATMS Document. ye\ihe> (Sanjay Kumar Patel) General Manager (Coord.) To: All Officers of NHAI HQ/ ROs/ PIUs/ CMUs/ Site Offices Copy to: 1. Hindi Division for translation in Hindi, 2. Library for hosting the circular on library site. 3. Web Admin for circulation.Annesun- National Highways Authority of India G-5&6, Sector-10, Dwarka, New Delhi - 110075 Advanced Traffic Management Systém (ATMS) on NHs| Functional & Technical Specifications of ATMS Components / Sub-Components October 2023 ly‘National Highways Authority of India ‘Advanced Traffle Management System (ATMS) on Nis Functional and Technical Spaifications Document Control Status Document Amendment Record — Version | Date Prepared By BriefRecord of Change june 2016 | 05-05-2016 [M/s CDM Smith INC. |Part of a set of documents prepared (Formerly Wilbur | under consultancy project on Road Safety Smith Associates) | Zone (RSZ) Concept on East-West having its registered | Corridor NH-25 (27) under Road Safety office at ‘Component of ADB Loan 2029-IND. No, Second Floor, 80 Rect Road, RT Nagar, Bangalore - 360032, Karnataka, India ‘August 02-08.2016 | NHAT ‘aaiton of 2016 (i) Travel time estimate system | (WD) Disaster Management framework (Wi) Addition of requirement on external connectivity Improvements in Technical Requirements of CCTV, Mobile Radio Communication System. October 06-08-2023 | NITAT ‘Adiltion of 2023 a Basic incident management in Video Surveillance System | b. The existing VIDS (Video Incident Detection System) has been upgraded to VIDES (Video Incident Detection and Enforcement System) & VIDES includes additional incidents, | functionalities and eapturing photo evidence forechallan 4) Merging of ATCC and VSDS with VIDES Improvements in technieal requirements of CCTV, PTZ VMS and Control Center Hardware £ Neod based incusion of Emergency Call Boxand Mobile Radio Communication System & Expansion af objective Service Level Requirements, Dolotion of MET Portable WIM Travel Time Sstdmation System Page 2 of 113,National Highways Authority of india ‘Advanced Traffic Management System (ATMS) on NHS Functional al Specifications ACRONYMS and ABBREVIATIONS [APTS: Automatic Power Transfer Switch Al/ML_ Artificial Inteligence/Machine Learning ‘ATMS Advanced Traffic Management System BIS Bureau of Indian Standards - : BS British Standard ‘CIF Common Interface Fo CCTV Closed DLP Defects Liability Period DM Disaster Management DDMA District Disaster Management Authority ECB Emergency Call Box ERT Emergency Road side Telephone [EN European Standard FAT _ Factory Acceptance Tests FPS Frames Per Second [GUI Graphical User Interface _ HDPE High-density polyethylene HVAC Heating Ventilation ana Air conditioning IRC__Indian Roads Congress ITM Integrated Traffic Management ITS Intelligent Transport Systems ITU-T _Telecommunication Standardization Sector of the International Telecommunication Union JPEG Joint Photographic Experts Group LAN Local Area Network. MET Meteorological Data Systems [MoRTH Ministry of Road Transport and Highways MIBF Mean Time between Failures MTTR Mean Timo to Repair NAS _Netwotk-Aliached Storage NDMA National Disaster Management Authority LNDRF National Disaster Response Force [INHAI_ National Highways Authority of India NMS — Network Management System NVR _ Network Video Recorder ‘OF Optic Fibre ‘OFC Optic Fibre Cable ‘O&M_ Operation and Maintenance. PIJF Polythene Insulated Jeliy-flled PTZ Pan, Tilt, Zoom SAT _ Site Acceptance Tests [SDMA State Disaster Management Authority SIT stem Integration Test Solar PV Solar Photo voltaic SWB Static Weighbridge ‘TEC _‘Telecommunication Engineering centre of the Government of India UPS Uninterruptible Power Supply VMS Variable Message Signs WAN Wide Area Network WIM __Weigh-in-motion [WPC_ Wireless Planning Council __ Note: The document uses “ATMS Contractor”, “Service Provider” and "Service Integrator” interchangeably. They refer to the Agency engaged by NHAl for execution of ATMS works. Page 3 of 113National Highways Authority of india ‘Advanced Traffic Management System (ATMS) on NHS Functional and Technical Specifications Table of Contents Contents Cnet Document Control Status... Table of Contents Chapter 1 INTRODUCTION 6... 14 Purpose of this Document, 12 Scope of Document.. 13 Documents Layout and Contents 14 Scope of Work. Chapter 2 i GENERAL PROVISIONS FOR ATMS EQUIPMENTS. 2 Overview... 2.2 Non-Functional Requirements.. 23 Functional Requirements 2A Hardware Design Requirements. 25 Testing and Training. 2.6 System Operation and Maintenance 2.7 Computer Software Requirements 28 Information Security and Data Protection... 2.9 Equipment Security vnnnne 210° Civil Design... 211 Work Area Safety and Traffic Control Chapter 3 Video Surveiliance System/ Traffic Monitor CameraSystem (TMCS}.. 3,1 ScOPO ne nerenni 3.2 Function. 3. Functional Requlrements. 3.4 Technical Requirements... 35 Environmental Specifications. 36 Testing. 37 Installation Requirements, 3.8 Maintenance Requirements. 3,9 Operational Requirements. Chapter 4 Video incident Detection and Enforcement System (VIDES) Video Basel Incident Detection and Enforcement Systeme 42 Function.. — 43 Functional Requirements 44 Video Camers (Overview) 45 ANPR Camera, 416 HOUSING ne 47 Environments! Requirements SO Testing nn 49 installation Requirements 410 Maintenance Requirements. 411 Oporational Requirements Chapter 5 case! Page 4 of 113"National Highways Authority of india ‘Advanced Traffic Management system (ATMIS} on NHs | and Technical Speci Vehicle Actuated Speed Display ..... 5.1 Seope, 5.2 Function ns 53 Functional Requirements wu 54 Technical Requirements 455 Environmental Specifications... 56 Testing, 527 Installation Requirements. 58 Maintenance Requirements... 5.9 Operational Requirements. Chapter 6 Emergency Roadside Telephone System.. 6.1 SCOPE nine 62 Function... 6.3 Functional Requirements - 6.4 Technical Requirements... 65 Environmental Specifications... 6.6 Testing, 67 Installation Requirements... 68Maintonance Requirements. 69 Oporational Requirements. Chapter 7 FASCOPE on 72 Function, . 73 Functional Requirements 7A Technical Requirements xen 75 Environmental Specifications. 7.6 Testing. 7.7 Installation Requirements, 7.8 Maintenance Requirements 7.9 Operational Requirements... Chapter 8 Mobile Radio Communication System (MRCS) BA SCOPE en ¥ 8.2 General Requirements. 83 Technical Requirements, Chapter 9 Network Infrastructure for Data Communication.. 9.1 SOP Earn 9.2 Funetion, 9.3 System Coniguration.. 9.4 General Requirements.. 945 Funetional Requirements 946 Technical Requirements 97 Cable Laying and Installation . 9.8 sternal data connectivity tothe NHAI ATMS Cloud and the NHAIATMS Master, Regional or ‘raffle Polive Control Centers 7 Chapter 1 ATMS Control Centre with ATMS Software.. 101 Scope seen 102 Function & Architecture. wi 103 Functional Requirements, “ 14 Key Hardware Technical Specifications.. Page 5 of 113National Highways Authority of india ‘Advanced Traffic Management System (ATMS) on NHS Functional and Technieal Specifications 105 Environmental Specification monn a 106 Testifienmnn 107 Installation and Power Requirements, 108 Maintenance Requirements... 109 Operational Requirements. Chapter 11 Other Relevant Standards and Codes, 11, Standards nn Chapter 12 Use of ATMS during Disaster Man: 121 Introduction smn 12.2 Disaster management framework in India, 123 Phases in Disaster Management. " 124 Highway management agency's perceived role vis framework sen - 125 Role of ATMS during Disaster Management. 126 Enhancement of ATMS for Disaster Management ‘Appendix ~ A - GUIDELINES / RATIONALE FOR LOCATING - ATMS DEVICE / SYSTEM. Appendix B - Service Level Agreements and Penalties During O&M Period «sss Appendix C— ATMS Control Centre Organization and Staffing... Appendix D - Reporting requirements and Details Regarding Integration with Data Lake... Page 6 of 113National Highways Authority of india gement System (ATMS) on NHS Functional and Technical Specifications Chapter 1 INTRODUCTION ‘This document is a part of a set of documents te facilitate NHAI for implementation of the Advanced ‘Traffic Management System on National Highways. Government of India, Ministryof Road Transport and particularly, NHAI have taken the initiative to provide guidelines for ATMS implementation in the past and the references can be found in IRC:SP:87 (Manual of Specification and Standards for Six-laning of Highways through PPP), IRC-SP:84 (Manual of Specification and Standards for Four-laning of Highways through PPP), IRC:SP:99 (Manual of Specification & Standards for Expressway) and MoRTH manual prescribing Specification forRoad and Bridge Works (5# Revision) etc. As, these references focused broadly on road infrastructure development, this decument is focused mainly on implementation of comprehensive and integrated Advanced Traffic Management System (ATMS) on National Highways, 1.1 Purpose of this Document This Document is the revisit of NHAI Policy Circular No Technical 214/2016 dated 15.09.2016 for Implementation of Advance Traffic management System (ATMS) on developed Sections of National Highways with NHAL The adequacy and relevance of the provisions of the Circular dated 15.09.2016 was examined and It was observed that while majority of the provisions under the Circular are still relevant, some provisions required improvements as per latest technology. the Purpose of this document isto identity the essential components / sub-components that should necessarily be included in such a projectand provide detailed functional requirements and standards to be adhered to by such components / sub-components to ensure achievement of desired safety, reliability, availability and environmental requirements The Functional and Technical specifications prescribed in this document are the minimum/benchmark requirements individually snd collectively to be fulfilled by various ATMS oquipmentand systems. However, to encourage adoption of best practices ‘with upcoming improved technologies in the field of Intelligent ‘Transport System (ITS) ‘with Uie passage of time, the implementing agency shall ensue to offer latest and most relevant technical solutions. 1.2 Scope of Document Broadly, the ATMS implementation shall cover desig, supply, installation, commissioning and operation and maintenance of Advanced ‘Traffic Management Systems (Which is one of the components of Intelligent Transport System ~ ITS). The system would include out-door equipment including emergency call boxes, variable message sign systems, vehicle actuated speed system, , Traffic monitaring close circuit TV camera (CCTV) system, traffic counting and classification system, mobile radio communication system and transmission system. Theindoor equipment would comprise a large display board, central computer (with Network Management System ~ NMS), CCTV monitor system, cll centre system or management ofemergency cll boxes housed inva control centre with uninterrupted power supply. Any new technology, meeting the requirements specified in these specifications should not be excluded. The systems shall meet following abjectives: + Smooth and uninterrupted traffic Now Enhance road safety ‘+ Real time information and guidance to users + Emergeneyassistance round the clock + Alerts forabnormal road and weather conditions Poge 7 of 113National Highways Authority of india ‘Advanced Trafic Management System (ATMS) on NHS Functional and Technical Specifications ‘+ Reduced journay time and inconvenience ‘© Enforcement through eChallans Keeping in view the above objective, ATMS shall inter-alia provide the following facilities to various stake holders. Highway Users | > Make emergency calls to Control Centre in case of accidents, breakdown, fire and ambulance. Receive alerts / alarms messages about unusual condition on the road. Data / information for efficient and effective handling oftraffic Control systems to configure / change variable message sign from control centre > Information regarding location of any accident, incoming calls, help required and messages to be passed to third parties (other stake holders) > Mobilize, monitor and guide the movement of ambulances, cranes and patrolling vehicles with Information regarding traffic congestion, specd and weather conditions, Regional Level > Provision of reviewing live feed and / or recorded archives of CCTV ‘video footage as well as voice messages > Live audio Patch-up with the highway stretch manager and / oF and Master ambulance facility and Trauma Care Centre » Help assessment of traffic position at specific location on NHs for authority to take adequate action thereupon. NHAL HQ > Live feed of the GIS map-based monitoring facility of the entire highway stretch including all details related to incident management. > Active monitoring of performance (by sampling) of ATMS System Service Provider Comparison of similar data between two or more selected ATMS enabled stretches and Video conferencing with one or more ATMS control centres. > Continuous learning to improve process, suitability of technology, optimal choice of devices / equipment for continuous enhancement of NHAI'sroad safety mission. — Local Traffic > Provision of reviewing live feed and / or recorded archives of COTV video footage as well as voice massages > Help assessment of traffic position at sp Enforcement authority to take adequate action thereupon. > Provision of dedicated work station In ATMS for Traffic Polies Representative to sitand improve coordination and survetllance vis- vis traffic police operations. > _ Integration with Vahaan and data sharing for eChallan generation, @ ‘Traffic Managers vy Control Centre Control Gentre far v Police and ic location on NHs for Agency A typical ATMS implementation shall comprise of at least the systems / sub-systems depicted in the table below and meet the applicable latest versions of the international/national standards, included therein: 3] Subsystem tems Designed w conform] Ceniied to No. | Standard 1) Video Sumelianee | CCTV Fad PAL BSENGI7ET2, | BN61000, System (CCTV) | Camera ONUIF specications profile | TEC 60066-2-27, CoTVPTZ Gamer | $& profile, a 605290166) BSEN 62676-2.2, BSEN 62676.2.3 Videotncoder | H264 (IEC 14496-10), EN 62676-1-2, BS EN 6267622, BS EN 62676-2-5 Pose 8 of 113‘National Highways Authority of india ‘Advanced Traffic Management System (ATMS) on NHs Functional and Technical Specification 5] Subayatem Teme Dewignedtacontorm | Certified to No. Standard Roadside Housing | BSEN 12767 EN 60529 (1P56) ad Support Seruceure Z| Vieotneident’ [video tamera | PAL, USEN 6267612, aN 61000, Detection and BS EN 626762-2, Relevant 515 Enforcement SEN 62676-2-3 certification System EN60529 (1e66) Local State Speed | eee Gaibeation ete Roadside Housing | BSENI2767 EN 60528 (156) Support Structure 3 | VehicleRewated —] Display NID ENGOEAIIP SE) AvomL spay Tupportstraetuce | BSEN 12767 | Emergency Road | Phone System Side Telephone | Roadside Housing| ENG0529 (PGS) System sand Support ws en 12767 Struct 5 | Variable Wessage | Display IRCET,IROSPES aw I2086 Signs (VM) [Fed BN 60528 (1°56) and Porrable] | Roadside Wousing | BSEN 12707 BN 60829 (1P56) and Support Structure 3 | Automate Tate ‘WoRTA- Spovcations far Counter eam Road & Bridge works: 5 Classifier (ATCC) Revision 7 | Network 7 en TEC Approved Communication | Protoaot TEEEOOES ASHES, Infrastrueruce - Rs422 3 | Mobile radio - TSI OMRwier3 / ETST Communication | DpH Mode 37 NxDN System ‘Teunking 3 [ATMS Conteat EN 5132-7, Relevant NTOP Contre standards iec12207 NOTE: Other relevant standards and codes required to be adhered to by the service provider are listed in Chapter 16 of this document. Guideline for placement of various ITS devices and subsystems is detailed in Appendix A of this document. 1.3 Documents Layout and Contents ‘This document details the technical specifications for the design, supply, installation, commissioning and maintenance requirements for @ comprehensive and integrated Advanced Traffic Management System (ATMS) for National Highways in India. This document describes each type of ATMS equipment under the following heading 1. Scope 2, EquipmentFunction 3, Functional Requirements 4. Technical Requirements 5. Environmental Requirements 6 2 8. Testing Installation Requirements 2. Maintenance Requirements 9. Operational Requirements ‘The first section of the document details the general provisions for ATMS equipment, withthe following sections providing details foreach type of equipmentlisted in section 113. Where details specified within the specific equipment sections averlap with those of the General Provision for ATMS, the specific equipment section shall take precedence. Page 9 of 143National Highways Authority of india ‘Advanced Traffic Management System (ATMS) on NHS Funetlonal and Technical Speciation 1.4 Scope of Work Briefly, the ATMS components to be deployed shall inter alia include: (@) Video Surveillance System/Traffic Monitoring Control System (6) Video Incident Detection and Enforcement System (VIDES) (© Vehicle Actuated Radar Speed Displays (@)__ Emergency Roadside Telephones (©) Fixed / Portable Variable Message Sign (Q) Automatic Traffic Counter cum Classifier (as part of VIDES) (2) The ATMS Control Centre including the equipment (hardware, software, and local networking) (bh) Communications System utilizing Optic fiber, point-to-point. wireless links, GSM/GPRS and WI-Pi Communications linked to ATMS Control Centre, (Power supplies for field equipment: working on Mains power supported with back-up (largely on renewable energy) to facilitate 24 X7 operation and for the ATMS Control Centre working on Mains power supported by UPS and Diesel generator set of adequate capacities, to facilitate 24x 7 operation. () Disaster Management Support System, 1.4.1. The essential feature of the proposed ATMS is the presence of an integrated Traffic Management and Rescue Console. The Traffic management and rescue console, under the leadership of the ATMS Control Centre, is intended to introduce an automated checklist based approach to ensure an integrated and efficient service delivery to the various stakeholders to prevent accidents and in case the accident does happen, then timely coordinated action in rescuing accident victims and early restoration of trafic. 1.42. Services shall be governed through Service Level Requirements (SLR) mentioned in Appendix-B to this document. Service Level Requirements basically prescribe identified key performance standards and minimum benchmark to be achieved by the Service Provider in service delivery. 1.43 Service Provider shall be responsible to deliver complete turnkey solution of ATMS and entire responsibility for system design, testing, civil and electrical works including cabling / conduit, electrical power requirement including provision of uninterrupted power supply (UPS) of adequate capacity shall vest with the service provider 1.4.4 ATMS Control Centre: The most crucial and important part off the projectshall be establishing the ATMS Control Centre that will accommodate and operate the entire ITS systems. The Figure shown below provides an indicative layout of the ATMS Control Contre facility that will accommodateand operate the ATMS systems to facilitate operations such as: {(@) Emergency Response System: call logging (Emergency wayside phones) and incident management on the Integrated, visual console and audio ‘communication station; (b) Data analysis and reporting systems; (©) Traffic Management system logging vehicle speed & flow data; (d) Operational procedures; (e) Emergency events and incident reporting database. 145. It is proposed that the ATMS Control Centre facility be established in a butlding on the highway approximately midway of the corridor within the ROW where feasible, Rescue & Patrol vehicles shall be located at more thanone strateate location along the highway to ensure an adequately rapid Page 10 0f 113National Highways Authority of india ‘Advanced Tratfic Management system (ATMS) on Nis and Technical Sei response during rescue and traffic management. A possible choice could be to situate it with the Traffic Aid Post and Medical Aid Post that the Concessionaire is required to provide within Article 17 & 18 of the Concession Agreement. Where as in case of public funded projects the Service Provider shall prepare at least three alternative proposals of ATMS Control Centre and submit to NHAI for approval. Priority be given to choose a location which is within RoW and is in close vicinity to infrastructure (BTS/Exchange) of any telecom service provider so that network connectivity from ATMS Control Centre may easily be ensured. 2 ae Concept Layout of ATMS Control 146 Service Providers Responsibility/Obligations The Service Provider agrees and undertakes to fulfil the minimum service requirements/ obligations prescribed under Appendix B to this document. Broadly, these shall inter-alia include 1.4.6.1 ‘Setting up of an integrated ATMS solution including ATMS Control Centre as per requirements including all related civil and mechanical works on the highway. 146.2 Coordinate with respective agencies for obtaining the necessary approvals before commencing works, System installation shall be done ‘with minimal disruption to on-going operations. 14.63 Strictly comply with the prescribed timelines and technical specifications. 1464 Operating the ATMS to meet the Service Level Requirements (SLA) prescribed 1465 Performing system maintenance to ensure adhering to the Page 11 of 113National Highways Authority of tadia 14.66 1467 14.68 1469 14610 ‘Advanced Trafic Management System (ATMS) on Nis Functional and Technical Specifications requirements for system maintenance Ensure ATMS architecture is capable of remote monitoring. NHAI would monitor the service performed and / ot status of traffic /highway administration including handling of incidence by highway patrol through real time access of ATMS Control Centre of the Service Provider through NHAI's Regional Control Centre and / or Master Control Centre in New Delhi / NCR, Service Provider shall provide on-line access to the control centre for NHAl and/or NHAI's representative meeting the prescribed provisions. NHAI may prescribe Electronic Data Interchange (EDI) Protocol for real time access to ATMS data and Service Provider will be bound to follow such EDI protocol. The service provider shall be responsible to comply with all statutory requirements concerning the subject matter viz compliance to Labour Laws, Tax(es), employee insurance etc. and indemnify NHAI and its employees or representative against any such claims. The service provider shall be responsible for arrangement and provision of all sources of electrical power and communication for setting up the ATMS and providing the required services in complianceof SLR. The Service Provider shall suitably interface their ATMS system with the 24X7 National Highways Helpline (1033) to meet the service level requirements, Reporting Requirements: Providing monthly performance reports related to operations and maintenance of the project. Report formats will be developed in consultation with NHAI and shall include all parameters considered under SLR. 14.7 Technical Resources / Personnel 147d 147.2 1473 ‘The service provider shall form a muki-disciplinary team for undertaking this assignment. The agency shall be fully responsible to deploy its resources / personnel whose qualifications and experience fully commensurate with the task/responsibilities assigned and to achieve the objectives under the. The Personnel deployed should be experienced enough and should have proficiency in the requisite techniques / skills so as to provide practical, realistic and actionable service, Indicative minimum staffing and qualifications requirements for ATMS Control Centre and the process flow is attached to this document (Appendix C). Removal and/or Replacement of Personnel if NHAL (1) finds that any of the Personnel has committed serious misconduct or has been charged with having committed a criminal action, or (ll) has reasonable cause to be dissatisfied with the performance of any of the Personnel, then the service provider shall, at the NHAI's written request, forthwith provide as a replacement a person with qualifications and experience acceptable to NIIAL Performance standards: The service provider shall undertake to perform the services with the highest standards of professional and ethical competence and integrity. Keeping in view the sensitivity involved, the personnel deployed should maintain confidentiality / integrity at all times and workin a professional manner to protect the interest of NHAI The Page 12 of 113