GOVERNMENT OF BIHAR

RURAL WORKS DEPARTMENT

Notice Inviting Tender (No.-RWD/IT/2015-16) ………

Rural Works Department,Government of Bihar invites on behalf of Governor of Bihar through

e- procurement system from reputed companies in a Sealed Tenders of two bid system for
Selection of system integrator for establishment, operation and maintenance of
departmental portal and toll free call centre for grievance redress, advice and helpline on
turnkey basis for automation of the department .

Quotation forms including terms and conditions, specifications etc. can be obtained from the
office of Chief Engineer-4, Rural Works Department on all working days (Monday to Friday)
between 11.00 hours to 16.00 hours by payment of a demand draft of Rs. 10000/- drawn in
favor of Chief Engineer-4, Rural Works Department Payable at Patna. It may also be
downloaded from the website http://pmgsytendersbih.gov.in/http://www.rwdbihar.in. In case of
a downloaded form, D.D of Rs 10000/- to be attached with the form.

Downloading of Bidding Documents : 06.03.2016 (10:00 hrs) to 28.03.2016 (15:00 hrs)

Pre Bid meeting date : 17.03.2016 at 15:00 Hours
Online Bid Submission end date : 28.03.2016 up to 15:00 Hours
Offline Bid Submission end date : 29.03.2016 up to 15:00 Hours
Online Bid Opening date : 30.03.2016 at 15:30 Hours

Details of tender related information can be viewed/downloaded from the website

http://pmgsytendersbih.gov.in /http://www.rwdbihar.in Interested Bidders will have to register
with their DSC (Digital Signature Certificate) in the web site http://pmgsytendersbih.gov.in.

For further assistance regarding e-tendering process kindly contact- Chief Engineer-4, Rural
Works Department, Mob. No.-8986915007/8986915061, or email at secy-reo-bih@nic.in
The undersigned reserves the right to cancel the bid without assigning any reasons.

5th Floor, Vishveshwarya Bhawan, Bailey Chief Engineer-4

Road ,Patna-800015
Tel: {0612}-2545191{O}. Fax :{0612}-2545322
Email Id- secy-reo-bih@nic.in ,
Web Site: http://www.rwdbihar.in Rural Works Department
 RURAL WORKS DEPARTMENT

REQUEST FOR PROPOSAL (RFP)

FOR

SELECTION OF SYSTEM INTEGRATOR

FOR ESTABLISHMENT, OPERATION AND MAINTENANCE
OFDEPARTMENTAL PORTAL &TOLL FREE CALL CENTRE FOR
GRIEVANCE REDRESS, ADVICE AND HELPLINE

Proposal Submitted to:

Rural Works Department

Rural Works Department, Government of Bihar.
5th Floor, Vishveshwarya Bhawan, Bailey Road,
Patna, Bihar 800015

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Table of Contents
1. DISCLAIMER ....................................................................................................................... 6
2. IMPORTANT INFORMATION ............................................................................................... 8
3. Notice Inviting Tender .............................................................. Error! Bookmark not defined.
4. Defiinitions........................................................................................................................ 10
5. Letter of Invitation ............................................................................................................ 14
6. Instructions to bidders....................................................................................................... 15
1. Late Bids .......................................................................................................................................... 16
2. Bid Forms ........................................................................................................................................ 16
3. Amendment of Bid Documents....................................................................................................... 16
4. Pre bid Conference (PBC) ................................................................................................................ 16
5. Response to Bidder’s Enquiries ....................................................................................................... 17
6. Cost of Bidding ................................................................................................................................ 17
7. Cost of Bid Document ..................................................................................................................... 17
8. Earnest Money/Security Deposit: ................................................................................................... 18
9. Local Conditions .............................................................................................................................. 18
10. Purchaser’s Right to Terminate RFP Process ................................................................................ 18
11. Contacting the Tenderer ............................................................................................................... 19
12. Bid validity..................................................................................................................................... 19
13. Period Of Project ........................................................................................................................... 19
14. Supplementary Information / Corrigendum / Amendment to the RFP ........................................ 19
15. Arbitration..................................................................................................................................... 20
16. Disqualification ............................................................................................................................. 20
17. Conflict of Interest ........................................................................................................................ 21
18. Commercial Proposal .................................................................................................................... 21
19. Correction of Error ........................................................................................................................ 21
20. Prices and Price Information......................................................................................................... 22
21. Language of Proposal .................................................................................................................... 22
22. Limitation of Liability- ................................................................................................................... 22
23. Confidentiality- ............................................................................................................................. 23
24. Approval / Clearances-.................................................................................................................. 23
25. Savings Clause- .............................................................................................................................. 23
26. Deemed Acceptance- .................................................................................................................... 23
27. Change Order Clause- ................................................................................................................... 23
28. Taxes and Duties : ......................................................................................................................... 23
29. Local Office Location ..................................................................................................................... 24
30. Submission of Documents ............................................................................................................ 24
31. Appointment of the Committee ................................................................................................... 24
32. Insurance....................................................................................................................................... 24
7. Overview........................................................................................................................... 25
7.1 Key Objectives of project ......................................................................................................... 25
7.2 Infrastructure at the Client Side Locations................................................................................ 26
7.3 Network Connectivity.............................................................................................................. 26
7.4 RWD Portal ............................................................................................................................. 26
7.5 Back Office System .................................................................................................................. 26
7.6 Software Solution Hosted at RWD Data Center ........................................................................ 27
7.7 Salient Design Features ........................................................................................................... 27
8. SCOPEOFWORK ................................................................................................................. 29

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 8.1 Design, deployment, Operation And Maintenance of RWD Data Center.................................... 29
1. Application Server and Web Server ................................................................................................ 29
2. Database Server .............................................................................................................................. 29
3. Mailing & Messaging Server............................................................................................................ 29
4. Backup Storage (Minimum 5 TB) .................................................................................................... 29
5. Firewall & Intrusion Prevention System ......................................................................................... 30
8.2 Technical Specification for Data Center Hardware & System Software ..................................... 30
8.3 Establishment, Operation And Maintenance Toll Free Call Centre............................................. 39
8.4 Specification of Call Center Hardware Infrastructure ............................................................... 41
8.5 Scope of contact center functions: - Call center broadly cover: ................................................. 47
8.6 The main components of Complaint Grievance Management: .................................................. 48
8.7 Development, Hosting, Operation And Maintenance of Departmental Portal ........................... 48
8.8 RWD Portal Sections View ...................................................................................................... 50
8.9 Other Important Features ....................................................................................................... 51
8.10 Feedback Management: ........................................................................................................ 52
8.11 Content Management System................................................................................................ 52
8.12 Search Functionalities and SEO .............................................................................................. 52
8.13 Others................................................................................................................................... 52
8.14 Hosting and Uploading/Downloading Services: ...................................................................... 52
8.15 Backend, Integration & Database Services: ............................................................................ 53
8.16 Security and backup Services ................................................................................................. 53
8.17 Monthly e-newsletter (English and Hindi Language) ............................................................... 53
8.18 Any other innovative ideas .................................................................................................... 53
8.19 Requirements of the Portal.................................................................................................... 54
8.20 Design and Development of Portal......................................................................................... 55
8.21 RWD Information System Architecture and Requirements...................................................... 56
8.22 General Requirements of the Application............................................................................... 58
8.23 Usability Requirements ......................................................................................................... 59
8.24 Forms/ Templates Availability ............................................................................................... 60
8.25 Status Check.......................................................................................................................... 60
8.26 Web Portal Technical ............................................................................................................. 62
8.27 System Workflow & Document Management System ............................................................. 64
8.28 Mobile Application ................................................................................................................ 67
8.29 Training Services ................................................................................................................... 68
8.30 Specification Of System Software .......................................................................................... 68
8.31 User interface and Access Channels of Department Portal ...................................................... 76
8.32 Activities management .......................................................................................................... 78
8.33 Report Management of Portal ............................................................................................... 79
8.34 Project Management Services for Call Center ......................................................................... 80
8.35 Project Management Services for Advice center And Helpline ................................................ 81
8.36 Call handling Process: ............................................................................................................ 82
9. Requirement of SLSS ......................................................................................................... 84
9.1 Requirement for Adherence to Standards ................................................................................... 86
10. Implementation Schedule: ............................................................................................... 87
11. Roles and Responsibilities ................................................................................................ 88
12. Pre-qualificationCriteria ......................................................... Error! Bookmark not defined.
13. PRE – QUALIFICATION CRITERIA ....................................................................................... 89
14. BID OPENING AND EVALUATION PROCESS ....................................................................... 92
15. EVALUATION OF PRE –QUALIFICATION BIDS .................................................................... 93

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 15.1 Evaluation of Technical Proposals .......................................................................................... 95
15.2 Evaluation of CommercialBid ................................................................................................. 95
15.3 Determination of the Best value Bid ...................................................................................... 96
16. Solution Architecture....................................................................................................... 97
16.1 Solution Architecture ............................................................................................................ 97
16.2 Client/ Access Layer............................................................................................................... 97
16.3 Presentation Layer ................................................................................................................ 97
16.4 Business Applications Layer ................................................................................................... 97
16.5 Integration Layer ................................................................................................................... 97
16.6 Data Layer............................................................................................................................. 97
16.7 Infrastructure Layer ............................................................................................................... 98
16.8 Security Layer........................................................................................................................ 98
16.9 Management Layer ............................................................................................................... 98
17. COMMERCIAL BID COVERING LETTER .............................................................................. 99
18. DETAIL FINANCIAL BID FORMAT AS PER SCOPE OF WORK .............................................. 101
A.Capex Cost ................................................................................................................................. 101
18.1 Hardware and System Software Setup for head office and Call Center .................................. 101
18.2 System & Application Software Licenses .............................................................................. 101
18.3 Application Development Cost............................................................................................. 102
18.4 Application hosting at State Data Centre Cost (optional) ...................................................... 103
18.5 Training Services: ................................................................................................................ 103
B.Opex Cost (As per Scope of Work) ............................................................................................... 103
18.6 Post-Implementation Phase / Operate and Maintain Phase .................................................. 103
18.7 Project Management Support at Head office ........................................................................ 104
19. Payment terms .............................................................................................................. 105
19.1 Taxes and Duties : ............................................................................................................... 105
20. Bidder Profile ................................................................................................................ 106
20.1 General Profile .................................................................................................................... 106
20.2 Turnover Documents ........................................................................................................... 107
21. Proposal Covering Letter................................................................................................ 108
22. Format for Affidavit ....................................................................................................... 110
23. Undertaking on Service Level Agreement ....................................................................... 111
24. Organizational Details ................................................................................................... 112
25. Relevant Software Services Project Experience .............................................................. 113
26. ISO 9001 ,27001, 14001 or above Assessment Details .................................................... 114
27. CERTIFICATE AS TO AUTHORISED SIGNATORIES ............................................................. 115
28. Team Profiles ................................................................................................................ 116
29. Snap-shot of the team deployment ................................................................................ 118
30. Non – Disclosure Agreement (NDA) ............................................................................... 119
31. Undertaking on Conflict of Interest ................................................................................ 121
32. Non-Malicious Code Certificate ...................................................................................... 122
33. Undertaking On Pricing of Items of Technical Response ................................................. 123

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34. Undertaking on Offline Functionality ............................................................................. 124
35. Undertaking on Provision of Support for Software ......................................................... 125
36. Undertaking on Service Level Compliance ...................................................................... 126
37. Undertaking on Deliverables .......................................................................................... 127
38. Undertaking on Training the Users ................................................................................. 128
39. Undertaking on Exit Management and Transition .......................................................... 129
40. Undertaking on Continuous Improvement ..................................................................... 130
41. Undertaking on Personnel ............................................................................................. 131
42. Format for Self Declaration ............................................................................................ 132
43. LIST OF ABBREVIATION .................................................................................................. 133

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 1. DISCLAIMER

i. The information contained in this Request for Proposal document (RFP) or subsequently
provided to bidders, whether verbally or in documentary or any other form by or on behalf
of the Purchaser or any of their employees or advisers, is provided to bidders on the terms
and conditions set out in this RFP and such other terms and conditions subject to which
such information is provided.

ii. This RFP is not an agreement and is neither an offer nor invitation by the Purchaser to the
prospective bidders or any other person. The purpose of this RFP is to provide interested
parties with information that may be useful to them in the formulation of their Proposals
pursuant to this RFP. This RFP includes statements, which reflect various assumptions and
assessments arrived at by the Purchaser in relation to the Project. Such assumptions,
assessments and statements do not purport to contain all the information that each bidder
may require. This RFP may not be appropriate for all persons, and it is not possible for the
Purchaser, its employees or advisers to consider the objectives, technical expertise and
particular needs of each party who reads or uses this RFP. The assumptions, assessments,
statements and information contained in this RFP, may not be complete, accurate,
adequate or correct. Each bidder should, therefore, conduct its own investigations and
analysis and should check the accuracy, adequacy, correctness, reliability and
completeness of the assumptions, assessments and information contained in this RFP and
obtain independent advice from appropriate sources.

iii. Information provided in this RFP to the bidders is on a wide range of matters, some of
which depends upon interpretation of law. The information given is not an exhaustive
account of statutory requirements and should not be regarded as a complete or
authoritative statement of law. The Purchaser accepts no responsibility for the accuracy
or otherwise for any interpretation or opinion on the law expressed herein.

iv. The Purchaser, its employees and advisers make no representation or warranty and shall
have no liability to any person including any bidder under any law, statute, rules or
regulations or tort, principles of restitution or unjust enrichment or otherwise for any loss,
damages, cost or expense which may arise from or be incurred or suffered on account of
anything contained in this RFP or otherwise, including the accuracy, adequacy, correctness,
reliability or completeness of the RFP and any assessment, assumption, statement or
information contained therein or deemed to form part of this RFP or arising in any way in
this selection process.

v. The Purchaser also accepts no liability of any nature whether resulting from negligence or
otherwise however caused arising from reliance of any bidder upon the statements
contained in this RFP.The Authority may in its absolute discretion, but without being under

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 any obligation to do so, update, amend or supplement the information, assessment or
assumption contained in this RFP.

vi. The issue of this RFP does not imply that the Purchaser is bound to select a bidder or to
appoint the selected bidder, as the case may be, for the Project and the Purchaser reserves
the right to reject all or any of the Proposals without assigning any reasons whatsoever.

vii. The bidder shall bear all its costs associated with or relating to the preparation and
submission of its Proposal including but not limited to preparation, copying, postage,
delivery fees, expenses associated with any demonstrations or presentations which may
be required by the Purchaser or any other costs incurred in connection with or relating to
its Proposal. All such costs and expenses will remain with the bidder and the Purchaser
shall not be liable in any manner whatsoever for the same or for any other costs or other
expenses incurred by an bidder in preparation of submission of the Proposal, regardless of
the conduct or outcome of the Selection Process.

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 2. IMPORTANT INFORMATION

Name of the project Selection of system integrator for establishment, operation

and maintenance of departmental portal and toll free call
center for grievance redress, advice and helpline
1 Name of the Client Rural Works Department , Government of Bihar.
2 Address from where the RFP Rural Works Department , Government of Bihar. 5th Floor,
Documents can be obtained VishveshwaryaBhawan, Bailey Road, Patna, Bihar 800015
And website:
http://www.rwdbihar.in/http://pmgsytendersbih.gov.in
3 Address where Bid have to be Rural Works Department , Government of Bihar. 5th Floor,
submitted. Vishveshwarya Bhawan, Bailey Road, Patna, Bihar 800015
4 Pre-bid meeting Venue Venue : Conference Hall
Rural Works Department , Government of Bihar.
5th Floor, Vishveshwarya Bhawan, Bailey Road,
Patna, Bihar 800015
5 Pre-bid meeting date and Time 17.03.16 at 15:00hrs
6 Downloading of Bidding 06.03.2016 (10:00 hrs) to 28.03.2016 (15:00 hrs)
Documents
6 Online Bid Submission end date 28.03.2016 up to 15:00 Hours
of the proposal to the RFP
7 Offline Bid Submission end date 29.03.2016 up to 15:00 Hours
8 Online Bid Opening date. 30.03.2016 at 15:30 Hours
9 Time and place and date for To be declared after technical valuation of bidders bid. Only
opening of the Financial Bid. those bidders who qualified will be informed about the
Financial bid opening place and date.
10 Validity of Bids Minimum 180 days from proposal date
11 Place of Technical Bid Opening Conference Hall
Rural Works Department , Government of Bihar.
5th Floor, Vishveshwarya Bhawan, Bailey Road, Patna, Bihar
800015
12 Tender Document Fee Rs.10,000/- through demand draft from the scheduled bank,
drawn in favour of “Chief Engineer-4 Rural Works
Department” Payable at Patna Only
13 Earnest Money Deposit Rs. 6,82,200/(Rupees Six Lacs eighty two thousand and two
hundred only). in the form of Demand Draft /Bank
Guarantee in favour of“Chief Engineer-4 Rural Works
Department” Payable at Patna Only

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 GOVERNMENT OF BIHAR
RURAL WORKS DEPARTMENT

Notice Inviting Tender (No.-RWD/IT/2015-16) ………..

Rural Works Department,Government of Bihar invites on behalf of Governor of

Bihar through e- procurement system from reputed companies in a Sealed Tenders of two
bid system for Selection of system integrator for establishment, operation and
maintenance of departmental portal and toll free call centre for grievance redress,
advice and helpline on turnkey basis for automation of the department .

Quotation forms including terms and conditions, specifications etc. can be obtained
from the office of Chief Engineer-4, Rural Works Department on all working days (Monday
to Friday) between 11.00 hours to 16.00 hours by payment of a demand draft of Rs.
10000/- drawn in favor of Chief Engineer-4, Rural Works Department Payable at Patna. It
may also be downloaded from the website http://www.rwdbihar.in /
http://pmgsytendersbih.gov.in. In case of a downloaded form, D.D of Rs 10000/- to be
attached with the form.

Downloading of Bidding Documents : 06.03.2016 (10:00 hrs) to 28.03.2016 (15:00 hrs)

Pre Bid meeting date : 17.03.2016 at 15:00 Hours
Online Bid Submission end date : 28.03.2016 up to 15:00 Hours
Offline Bid Submission end date : 29.03.2016 up to 15:00 Hours
Online Bid Opening date : 30.03.2016 at 15:30 Hours

Details of tender related information can be viewed/downloaded from the website

http://pmgsytendersbih.gov.in /http://www.rwdbihar.in Interested Bidders will have to
register with their DSC (Digital Signature Certificate) in the web site
http://pmgsytendersbih.gov.in.

For further assistance regarding e-tendering process kindly contact- Chief Engineer-
4, Rural Works Department, Mob. No.-8986915007/8986915061, or email at
secy-reo-bih@nic.in
The undersigned reserves the right to cancel the bid without assigning any reasons.

5th Floor, VishveshwaryaBhawan,Bailey Road

,Patna-800015
Tel: {0612}-2545191{O}. Fax:{0612}-2545322 Chief Engineer-4
Email Id- secy-reo-bih@nic.in , Rural Works Department
Web Site: http://www.rwdbihar.in

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 3. DEFIINITIONS

1. “Acceptance Test Document” the document, which defines procedures for testing the
Document deliverables against requirements as laid down in the Agreement.
2. “Affiliate” shall mean any holding company or subsidiary company of a part to the Agreement
or any company, which is subsidiary of such a holding company. The expressions "holding
company" and “subsidiary company” shall have the meaning specified in section 4 of the
Indian Companies Act 1956 (as amended from time to time).
3. “Agreement" means the Agreement to be signed between the successful bidder and RWD
including all attachments, appendices, all documents incorporated by reference thereto
together with any subsequent modifications, the RFP, the bid offer, the acceptance and all
related correspondences, clarifications, presentations.
4. “Authorized Representative” shall mean any person authorized by either of the parties.
5. “Bidder” any company offering the solution(s), service(s) and /or materials required in the
RFP. The word Bidder when used in the pre award period shall be synonymous with Bidder,
and when used after award of the Contract shall mean the successful Bidder with whom RWD
signs the agreement for rendering of services for the RFP.
6. “Contract” is used synonymously with Agreement.
7. “Corrupt Practice” means the offering, giving, receiving or soliciting of anything of value or
influence the action of an official in the process of Contract execution.
8. “Default Notice” shall mean the written notice of Default of the Agreement issued by one
Party to the other in terms hereof.
9. “Fraudulent Practice” means a misrepresentation of facts in order to influence a procurement
process or the execution of a Contract and includes collusive practice among Bidders (prior to
or after Bid submission) designed to establish Bid prices at artificial non-competitive levels and
to deprive the RWD of the benefits of free and open competition.
10. “GoB” means Government of Bihar.
11. “Good Industry Practice” shall mean the exercise of that degree of skill, diligence and
prudence which would reasonably and ordinarily be expected from a reasonably skilled and
experienced Bidder engaged in the same type of undertaking under the same or similar
circumstances.
12. "Revenue" means the rate payable to the Bidder under the Agreement for the performance of
the Bidder’s Contractual obligations.
13. “Implementation Period” shall mean the period from the date of signing of the Agreement
and upto the issuance of Final Acceptance Certificate issued by RWD.
14. "Law" shall mean any Act, notification, by law, rules and regulations, directive, ordinance,
order or instruction having the force of law enacted or issued by the Central Government and/
or Government of Bihar or the RWD or any other Government or regulatory authority or
political subdivision of government agency.
15. “LOI” means issuing of Letter of Intent which shall constitute the intention of the Tenderer to
place the Purchase Order with the successful bidder.

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16. "Party" means RWD or Bidder, individually and “Parties” mean RWD and Bidder, collectively.
17. “Period of Agreement" means the time period that will be defined in MSA from the date of
final acceptance.
18. “Proposal” means Prequalification Proposal Technical Proposal and the Financial Proposal.
19. “Request for Proposal (RFP)”, means the detailed notification seeking a set of solution(s),
services(s), materials and/or any combination of them.
20. “Requirements” shall mean and include schedules, details, description, statement of technical
data, performance characteristics, standards (Indian as well as International) as applicable and
specified in the RFP.
21. “Site” shall mean the location(s) for which the Contract has been issued and where the service
shall be provided as per agreement.
22. "Service" means provision of Contracted service viz., operation, maintenance and associated
services for the NIT as per this RFP.
23. “Termination Notice” means the written notice of termination of the Agreement issued by
one Party to the other in terms hereof.
24. “SLA” Service Level agreement between RWD and the Vendor of the project.

25. "Applicable Laws" includes all applicable statutes, enactments, acts of legislature or
parliament, laws, ordinances, rules, by-laws, regulations, notifications, guidelines, policies,
directions, directives and orders of any Governmental authority, tribunal, board, court or
other quasi-judicial authority;
26. "Confidential Information" means all information including Project Data (whether in
written, oral, electronic or other format) which relates to the technical, financial and
business affairs, customers, suppliers, products, developments, operations, processes, data,
trade secrets, design rights, know-how and personnel of each Party and its affiliates which
is disclosed to or otherwise learned by the other Party (whether a Party to this MSA or to
the SLA) in the course of or in connection with this MSA (including without limitation such
information received during negotiations, location visits and meetings in connection with
this MSA or to the SLA);
27. "Control" means possession, directly or indirectly, of the power to direct or cause the
direction of the management or policies of any entity, whether through the ownership of
voting securities, by contract or otherwise;
28. "State Data Centre" or "SDC" means the primary centre where data, software, computer
systems and associated components, such as telecommunication and storage systems,
redundant or backup power supplies, redundant data communications, environment
controls and security devices are housed and operated from;
29. "Effective Date" means the date on which the MSA is signed by both the Parties;
30. "Implementing Agency Proprietary Information" shall mean Proprietary Information of the
Implementing Agency and shall include all modifications, enhancements and other
derivative works of such Implementing Agency;
31. "Intellectual Property Rights" means and includes all rights in the Application Software, its
improvements, upgrades, enhancements, modified versions that may be made from time to

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 time, database generated, compilations made, source code and object code of the software,
the said rights including designs, copyrights, trademarks, patents, trade secrets, moral and
other rights therein;
32. "Listed Assets" means entire hardware and software, network or any other information
technology infrastructure components which are to be provided by the IA for and on behalf
of Secretary, in the name of the Secretary.
33. "Material Adverse Effect" means material adverse effect on (a) the ability of the IA to
perform/discharge any of its duties/obligations under and in accordance with the provisions
of this MSA and/or SLA; and/or (b) the legal validity, binding nature or enforceability of this
MSA and/or the SLA.
34. "Operations and Maintenance" or "O&M" means the services to be rendered, as per the
SLA, during the period commencing from the "Go-Live date" till the expiry or termination of
the Master Service Agreement;
35. "Operations and Maintenance Phase" means the phase in which O&M is to be carried out
by the IA.
36. "PBG" or "Performance Guarantee" or "Performance Bank Guarantee" shall mean an
unconditional and irrevocable bank guarantee provided by a Nationalized/ Scheduled Bank
to Chief Engineer-4 on behalf of the Implementing Agency amounting to 5% of the Project
Value calculated on annual basis. The Performance Guarantee shall be valid for three years
from the date of work order/Agreement, unless extended pursuant to the Agreement;
37. "PMU" means Project Monitoring Unit that would work as the extended arm of RWD under
IT Department to implement the project. It would be primarily responsible for supporting
Government in supervising, monitoring and evaluating the "Project Assets" or "Assets" shall
mean to include (i) Listed Assets and (ii) entire hardware and software, network or any other
information technology infrastructure components used for the this Project and other
facilities leased / owned by the Implementing Agency to be used for the delivery of the
Services pursuant to the Agreement.
38. "Project Data" means all proprietary or other data of the Project generated out of the
Project operations and transactions, documents and related information including but not
restricted to user data which the Implementing Agency obtains, possesses or processes in
the context of providing the Services to the users pursuant to this MSA and the SLA;
39. "Secretary, means an officer of the Rural Works Department Government of Bihar, who is to
be responsible for discharging all the responsibilities under the Project. Chief Engineer-4 will
be the key person for this project
40. "Project Implementation" means the implementation of this Project as per the testing
standards and acceptance criteria prescribed in the Agreement;
41. "Project Implementation Phase" means the period between the Effective Date and the Go-
Live date;
42. "Proprietary Information" means processes, methodologies and technical and business
information, including drawings, designs, formulae, flow charts, data and computer
programs already owned by party recreates or granted by third parties to a Party hereto
prior to its being made available under this MSA, or the SLA;

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43. "RFP" or "Request for Proposal" means the documents containing the Technical, Functional,
Operational, Commercial and Legal specifications terms and conditions for the
implementation of the Project and includes the clarifications, explanations and amendments
issued by Chief Engineer-4 from time to time.
44. "Service Level" means the level of service and other performance criteria which will apply to
the Services ; "Service Level Agreement" or "SLA" means the Agreement on service levels
between Implementing Agency and Rural Works Department, in terms of the Service Level
requirements as per the model set out in MSA;
45. "Stakeholders" means the Key Important stakeholders and other stakeholders, as defined
in RFP and the citizens of India;
46. "Third Party Systems" means systems (or any part thereof) in which the Intellectual
Property Rights are owned by a third party and to which Implementing Agency has been
granted a license to use and which are used in the provision of Services;
47. "Third Party Agency" means the agency appointed by the Chief Engineer-4 for the purpose
of certification of the hardware and software by conducting various types of tests.

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 4. LETTER OF INVITATION

Letter for Invitation

Date of Issuance: ________________

Ref. No.: _______________________

To,
_____________________________
_____________________________

Sir,
Rural works Department invites proposals to establishment, operation and maintenance of
departmental portal and toll free call center for grievance redress, advice and helpline set up to
single secure software platform with provision to upgrade IT Infrastructure.

Bidders are requested to go through the document carefully and submit proposals as per the
instructions and guidelines given in the document.

Yours sincerely,

Chief Engineer-4 ,
Rural Works Department

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 5. INSTRUCTIONS TO BIDDERS

There are two parts of tender document papers namely: -

 General Bid cum Technical Bid

 Financial Bid

a) The tender should be submitted by Post/hand only. No other form of tender submission will
be valid for evaluation. The bidders can submit the EMD in form of DD or Bank Guarantee
along with general bid of tender.

b) The Technical Bids of only the Bidder s short listed from the General bids will be opened.
Similarly, The Financial Bids of only the Bidder s short listed from the Technical bids will be
opened.

c) Tenders should be fully in accordance with the requirements of the Terms and Conditions as
specified in this RFP.

d) Appropriate forms furnished with this specification shall be used in filling quotation.
Incomplete, illegible form will be rejected.

e) All offers should be made in English. Conditional offers and offers qualified by such vague
and indefinite expression such as "Subject to immediate acceptance", "Subject to prior sale"
etc. will not be considered.

f) The Price and conditions of the offer should be valid for at least a period of 180 days from
the date of tender opening. Quotations/ Bids with validity of less than 180 days may be
rejected.

g) Modification of specifications and extension of closing date of tender, if required, will be

made by an Addendum. Copies of Addenda will be sent to those who have purchased the
tender document. This shall be signed and shall form a part of the tender in full and /or part
thereof.

h) Bidders shall carefully examine the tender documents and the technical specification and
fully inform themselves as to all the conditions and matters, which may in any way, affect
the work or the cost thereof. The terms of payments, delivery and acceptance applicable in
this case and indicated in the Terms and Conditions of this RFP.

i) In comparing tenders and in making awards, Corporation/ Department may consider such
factors as compliance with the specifications, relative quantity of supply, ability to provide
repairs and maintenance service, the time of delivery and such other conditions as it may
consider relevant.

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 j) Request from the bidder in respect of additions, alterations, modifications, corrections etc.
of both terms and conditions or rates after opening of the tender will not be considered.

k) The bidder shall make its own arrangements, for supply, installation and commissioning of
materials at destination.

l) While tenders are under consideration, bidders and their representatives or other interested
parties, are advised to refrain from contacting by any means Purchaser's personnel or
representatives, on matters relating to the tenders under consideration. The purchaser if
necessary will obtain clarification on tenders by requesting such information from any or all
the bidders either in writing or through personal contact as may be necessary. Any attempt
by any bidder to bring pressure of any kind, may disqualify the bidder for the present tender
and the bidder may be liable to be debarred from bidding for Corporation/Department
tenders in future for a period of three years. General conditions

1. Late Bids
Any bid received by the Tenderer after the time and date for receipt of bids prescribed in
the RFP document will be rejected and returned unopened to the Bidder.

2. Bid Forms
i. Wherever a specific form is prescribed in the Bid document, the Bidder shall use the
form to provide relevant information. If the form does not provide space for any
required information, space at the end of the form or additional sheets shall be used to
convey the said information.
ii. For all other cases, the Bidder shall design a form to hold the required information.
iii. Department shall not be bound by any printed conditions or provisions in the Bidder’s
Bid Forms

3. Amendment of Bid Documents

The amendments in any of the terms and conditions including technical specifications
of this RFP document will be notified to all prospective bidders through publish in the
given website or via email.

4. Pre bid Conference (PBC)

i. Tenderer shall hold a pre bid conference (PBC) after the sale of the RFP document as
per schedule mentioned in this RFP. In this PBC, Tenderer would address the
clarifications sought by the bidders with regard to the RFP document and the project.
The bidders would be required to submit their queries to the Chief Engineer-4, RWD in
writing to be received at least 1day prior to the PBC or E-Mail at secy-reo-bih@nic.in.
Queries not submitted within this deadline will not be taken up at the PBC.

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 ii. Tenderer reserves the right not to respond to any/all queries raised or clarifications
sought if, in their opinion and at their sole discretion, they consider that it would be
inappropriate to do so or do not find any merit in it.

5. Response to Bidder’s Enquiries

All enquiries from the bidders relating to this RFP must be submitted in writing exclusively to
the contact person two days prior to the date specified for pre-bid meeting in the RFP Data
Sheet. Any query received after the due date shall not be entertained. The queries should
necessarily be submitted in the following format:

BIDDER’S REQUEST FOR CLARIFICATION

Name of Organization Name & position of person Complete address of the
submitting request submitting request organization including phone, fax
and email points of contact
Tel:
e-Mail:
FAX:
Sr. Bidding Document Reference(s) Content of RFP Points of clarification
(section number/ page) requiring
clarification
1.
2.

All enquiries should be sent either through email or Fax. Purchaser shall not be responsible for
ensuring that bidders’ enquiries have been received by them. Purchaser shall provide a
complete, accurate, and timely response to all questions to all the bidders. However,
Purchaser makes no representation or warranty as to the completeness or accuracy of any
response, nor does Purchaser undertake to answer all the queries that have been posed by
the bidders. All responses given by Purchaser will be distributed to all the bidders through
publication at web site.

6. Cost of Bidding
The Bidder shall bear all costs associated with the preparation and submission of its
Proposal, including the cost of presentation for the purposes of clarification of the bid, if so
desired by the Government of Bihar. The Government of Bihar will in no case be
responsible or liable for those costs, regardless of the conduct or outcome of the bid
process.

7. Cost of Bid Document

The cost of Bid document is Rs. 10000/- (Non refundable) the document will be available
on website http://www.rwdbihar.in / http://pmgsytendersbih.gov.in. The Fee of
downloaded RFP document has to be submitted as a Demand Draft in favor of Chief

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 Engineer-4 Rural works Department payable at Patna. Bidders who have deposited the fee
of bid document will only be eligible to attend the pre bid conference.

8. Earnest Money/Security Deposit:

i. The General Bid should also contain relevant supporting documents and Earnest
Money Deposit (EMD) as per details given below, by Demand Draft /Irrevocable Bank
Guarantee (valid for six month) of any nationalized/ scheduled bank or drawn /
deposited in favor of Chief Engineer-4. Rural Works Department, Patna EMD for the
entire project Rs. 6,82,200/-. The Earnest Money Deposit of the unsuccessful bidders
will be refunded without any interest after issuance of LOI on successful bidder.
ii. In the case of bidders whose bids are accepted for undertaking the work assigned for
this tender, the successful bidder will submit a Performance Security deposit, which
will be equal to 5% (five percent) of the project Value on Annual Basis and renew every
Year before expiry of Existing BG under this tender that the bidder has quoted in his
Financial Bid. The same would have to be in form of irrevocable valid Bank Guarantee
and have to be submitted within 15 days from the issuance of the LOI.
iii. The successful bidder will also submit an acceptance of the LOI within three days from
the awarding of the Contract.
iv. Earnest Money Deposit of the successful bidder will be refunded on receipt of
Performance Security Deposit from the bidder.

9. Local Conditions
i. Each Bidder is expected to fully get acquainted with the local conditions and factors,
which would have any effect on the performance of the contract and /or the cost.
ii. The Bidder is expected to know all conditions and factors, which may have any effect
on the execution of the contract after issue of Letter of Award as described in the
bidding documents. The Tenderer shall not entertain any request for clarification from
the Bidder regarding such local conditions.
iii. It is the Bidder’s responsibility that such factors have properly been investigated and
considered while submitting the bid proposals and no claim whatsoever including
those for financial adjustment to the contract awarded under the bidding documents
will be entertained by the Tenderer. Neither any change in the time schedule of the
contract nor any financial adjustments arising thereof shall be permitted by the
Tenderer on account of failure of the Bidder to know the local laws / conditions.
iv. The Bidder is expected to visit and examine the locations and obtain all information
that may be necessary for preparing the bid at their own interest and cost.

10. Purchaser’s Right to Terminate RFP Process

i. The Purchaser reserves the right to accept or reject any proposal, and to annul the RFP
process and reject all proposals at any time prior to award of contract, without
incurring any liability to the affected bidder or bidders or any obligation to inform the
affected bidder or bidders of the grounds for Purchaser’s action. The Purchaser makes

18
 no commitment, expressed or implied that this process will result in a business
transaction with anyone.
ii. This RFP does not constitute an offer by the Purchaser. The bidder's participation in this
process may result in Purchaser selecting the bidder to engage in further discussions
and negotiations toward execution of a contract. The commencement of such
negotiations does not, however, signify a commitment by the Purchaser to execute a
contract or to continue negotiations. The Purchaser may terminate negotiations at any
time without assigning any reason.
iii. Failure to execute the Agreement with the selected bidder within the defined period may
result in award of the same work to another agency at the risk and cost of the Bidder.

11. Contacting the Tenderer

i. Any effort by Bidder influencing the Tenderer’s bid evaluation, bid comparison or
contract award decisions may result in the rejection of the bid.

ii. Bidder shall not approach Bihar officers after office hours and/ or outside Bihar office
premises, from the time of the bid opening till the time the Contract is awarded.

12. Bid validity

The bids shall remain valid for a period of 180 days from the last date of submission of
tender.

13. Period Of Project

This Project shall come into effect on the Effective date of agreement and shall continue for a
period of Three Years and unless terminated earlier. Further 2 Years extensions will be done
based on the performance of the agency and need of the project with the maximum 10%
rate increment. The request and the response thereto shall be made in writing for extension
term. The Performance Guarantee provided shall also be suitably extend.

14. Supplementary Information / Corrigendum / Amendment to the RFP

i. If Purchaser 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 made
available on website http://www.rwdbihar.in / http://pmgsytendersbih.gov.in. Any such
supplement shall be deemed to be incorporated by this reference into this RFP.

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

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 iii. In order to allow bidders a reasonable time to take the amendment(s) into account in
preparing their bids, Purchaser, at its discretion, may extend the deadline for the
submission of bids.

15. Arbitration
Rural works Department and the selected bidder shall make every effort to resolve
amicably by direct informal negotiation any disagreement or dispute arising between them
under or in connection with the Contract. If, after ninety (90) days from the
commencement of such informal negotiations, State and the selected Bidder have been
unable to amicably resolve dispute, either party may require that the dispute be referred
for resolution to the formal mechanisms, which may include, but are not restricted to,
conciliation mediated by a third party acceptable to both, or in accordance with the
Arbitration and Conciliation Act, 1996. All Arbitration proceedings shall be held at Patna,
Bihar State, and the language of the arbitration proceedings and that of all documents and
communications between the parties shall be in English.

16. Disqualification
The proposal is liable to be disqualified in the following cases or in case bidder fails to meet the
bidding requirements as indicated in this RFP:
i. Proposal not submitted in accordance with the procedure and formats prescribed in this
document or treated as non-conforming proposal
ii. During validity of the proposal, or its extended period, if any, the bidder increases his quoted
prices
iii. The bidder qualifies the proposal with his own conditions
iv. Proposal is received in incomplete form
v. Proposal is received after due date and time at the designated venue
vi. Proposal is not accompanied by all the requisite documents
vii. If bidder provides quotation only for a part of the project
viii. Information submitted in technical proposal is found to be misrepresented, incorrect or
false, accidentally, unwittingly or otherwise, at any time during the processing of the
contract (no matter at what stage) or during the tenure of the contract including the
extension period, if any
ix. Commercial proposal is enclosed with the same envelope as technical proposal
x. Bidder tries to influence the proposal evaluation process by unlawful/corrupt/fraudulent
means at any point of time during the bid process
xi. In case any one bidder submits multiple proposals or if common interests are found in two or
more bidders, the bidders are likely to be disqualified, unless additional proposals/bidders
are withdrawn upon notice immediately
xii. Bidder fails to deposit the Performance Bank Guarantee (PBG) or fails to enter into a contract
within stipulated date of notice of award of contract or within such extended period, as may
be specified in the RFP.

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 xiii. while evaluating the proposals, if it comes to Purchase Committee’s knowledge expressly or
implied, that some bidders may have colluded in any manner whatsoever or otherwise
joined to form an alliance resulting in delaying the processing of proposal then the bidders so
involved are liable to be disqualified for this contract as well as for a further period, as
decided by the Purchaser, from participation in any of the tenders floated by the Purchaser.

17. Conflict of Interest

SI shall furnish an affirmative statement as to the absence of, actual or potential conflict of
interest on the part of the SI or any prospective subcontractor due to prior, current, or proposed
contracts, engagements, or affiliations with the Purchaser. Additionally, such disclosure shall
address any and all potential elements (time frame for service delivery, resource, financial or
other) that would adversely impact the ability of the SI to complete the requirements as given in
the RFP. Please use form given in Annexure for making declaration to this effect.

18. Commercial Proposal

i. The Bidder is expected to price all the items and services proposed in the Technical Proposal.
Purchaser 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.

ii. 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 RFP may be submitted to accompany the proposal. However,
this information will not be considered for evaluation purposes.

iii. The Commercial Proposal must be detailed and must cover each year of the contract term.
The bidder must provide the Commercial Proposal in hardcopy only.

19. Correction of Error

i. Bidders are advised to exercise adequate care in quoting the prices. No excuse for
corrections in the quoted figures will be entertained after the commercial proposals are
received by Purchaser. All corrections, if any, should be initialled by the person signing the
proposal form before submission, failing which the figures for such items may not be
considered.

ii. Proposals will be checked by the Purchaser for any arithmetic errors during the evaluation
of the Financial Proposal.

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 20. Prices and Price Information
i. The Bidder shall quote a price for all the components, the services of the solution to meet
the requirements as listed in this RFP. All the prices will be in Indian Rupees.
ii. 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.
iii. The price quoted in the Commercial Proposal shall be the only payment, payable by the
Purchaser 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 the Purchaser and the Bidder after
negotiations.
iv. The price would be inclusive of all taxes, duties, charges and levies as applicable
v. The prices, once offered, must remain fixed, and must not be subject to escalation for any
reason whatsoever within the period of the validity of the proposal and the contract. A
proposal submitted with an adjustable price quotation or conditional proposal may be
rejected as non-responsive.
vi. Bidder should provide all prices, quantities as per the prescribed format given in Format
for Bid Response – Commercial Bid. Bidder should not leave any field blank. In case the
field is not applicable, Bidder must indicate “0” (zero) in all such fields.
vii. It is mandatory to provide the break-up of all components in the format specified for
detailed Bill of Material. The commercial bid should include the unit price and proposed
number of units for each component provided in the Bill of Material in the commercial bid.
In case of a discrepancy between the Bill of Material and the commercial bid, the technical
Bill of Material remains valid. In no circumstances shall the commercial bid be allowed to
be changed / modified.
viii. It is mandatory to provide break-up of all taxes, duties and levies wherever applicable
and/or payable.
ix. The bid amount shall be inclusive of packing, forwarding, transportation, insurance till Go
Live, delivery charges and any other charges as applicable.

21. Language of Proposal

The proposal and all correspondence and documents shall be in English. All proposals and
accompanying documents received within the stipulated time will become the property of
the Purchaser and will not be returned. The hardcopy version will be considered as the
official proposal.

22. Limitation of Liability-

Notwithstanding anything to the contrary elsewhere contained in this or any other contract
between the parties, neither party shall, in any event, be liable for (1) any indirect, special,
punitive, exemplary, speculative or consequential damages, including, but not limited to, any loss

22
of use, loss of data, business interruption, and loss of income or profits, irrespective of whether it
had an advance notice of the possibility of any such damages; or (2) damages relating to any claim
that arose more than one year before institution of adversarial proceedings thereon. Subject to
the above and notwithstanding anything to the contrary elsewhere contained herein, the
maximum liability of bidder shall be, regardless of the form of claim, the consideration actually
received by bidder for the statement of work under which the claim arises

23. Confidentiality-
Bidder is allowed to used give the reference of this contract in other bid for meeting eligibility
criteria, but Confidentiality will survive till one year from the date of expiration/termination of
contract

24. Approval / Clearances-

Bidder will support in getting clearance with all the authorities but the prime responsibilities lies
with Department.

25. Savings Clause-

Bidder’s failure to perform its contractual responsibilities, to perform the services, or to meet
agreed service levels shall be excused if and to the extent Bidders non-performance is caused by
Department’s omission to act, delay, wrongful action, failure to provide inputs, or failure to
perform its obligations under this Agreement.

26. Deemed Acceptance-

Any Deliverable(s) / Work Product(s) provided to the Department shall be deemed to have been
accepted if the customer puts such Deliverable(s) / Work Product(s) to use in its business or does
not communicate its disapproval of such Deliverable(s) / Work Product(s) together with reasons
for such disapproval within 10 days from the date of receipt of such Deliverable(s) / Work
Product(s).

27. Change Order Clause-

Either party may request a change order (“Change Order”) in the event of actual or anticipated
change(s) to the agreed scope, Services, Deliverables, schedule, or any other aspect of the
Statement of Bidder. Bidder will prepare a Change Order reflecting the proposed changes,
including the impact on the Deliverables, schedule, and fee. In the absence of a signed Change
Order, bidder shall not be bound to perform any additional services

28. Taxes and Duties :

The rates quoted shall be in Indian Rupees and shall be inclusive of all taxes, duties and levies as
applicable up to the completion of job. Any increase in the taxes will be borne by Department and
any decrease would be passed on to Department by the bidder.

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 29. Local Office Location
The bidder should have office in Bihar. In case bidder has no presence in Bihar, bidder shall furnish
an undertaking that an office shall be opened in Bihar, with sufficient personnel and inventory of
spares within a month of selection as Successful Bidder.

30. Submission of Documents

Bidders are required to submit all relevant documents for Pre-qualification criteria. Bidders are
responsible to submit model make and manufacture authorization certificate from OEM
regarding the IT equipments.

31. Appointment of the Committee

1. The Committee of the RWD will evaluate the Bids.
2. RWD decision would be binding on the Bidder.

32. Insurance
The equipment and services supplied under the contract shall be fully insured by the bidder
against loss or damage incidental to manufacture or acquisition, transportation, storage, delivery
and installation. The period of insurance shall be up to the date the supplies are accepted and the
rights of the property are transferred to the RWD after the project period ends.

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 6. OVERVIEW

The Rural Works Department (RWD),Road infrastructure represents one of the largest and most
promising investments by any country. A vital part of nation’s economic growth directly
associated with movements of people and goods within and outside the geographical boundaries.
As India's road network carries over 65 percent of its freight and about 85 percent of passenger
traffic, the government of India considers road network as critical to the development, social
integration and security needs of the Country & State. In India, rural roads are the part of tertiary
road system, which consist of other district roads (ODR) and village roads (VR). Nearly 50% of 6
lakh villages have road access. Rural roads address connectivity and mobility; the important keys
for reaching out and opening up opportunities. Recognizing the crucial role of rural roads,
Government of India had initiated a major program named Pradhan Mantri Gram Sadak Yojana
(PMGSY) – Prime Minister’s Rural Road Program. The Government of India has committed to
provide full connectivity under Pradhan Mantri Gram Sadak Yojana (PMGSY). Under this program
all the habitations having 500 and above population will be connected by the year 2007. Master
Plan for rural roads should be prepared in a scientific manner at district level for implementation
of the, PMGSY program for full connectivity. In order to overcome the problems associated with
the rural roads such as lack of database and to prepare rural plan it is required to build a strong
database preferably in electronic environment.Solution based on open standard only. Solution
Based on Open source will not accept.

6.1 Key Objectives of project

The Rural Works Department (RWD) of Bihar has embarked to set up an IT System on single
secure software platform with provision to upgrade IT Infrastructure for automation of the
department. The objective of this project is to provide a Complaint Management System to
modernize the grievance handling services to benefit Citizens at needy time and serve people
better with the help of aided technologies and reduce response time.

By this RFP Departments intends:

1. Design, deployment, Operation And Maintenance of RWD Data Center
2. Development, Operation And Maintenance of Departmental Portal,
3. Hosting of Department Portal to own Data Center
4. Establishment, Operation And Maintenance Toll Free Call Centre
5. Project Management Services For Grievance Redress,
6. Project Management Services for Advice center And Helpline
7. Hosting of Departmental Application at State Data Center for Disaster Recovery /Backup
Purpose.
8. Establishment of Mail & Massaging System for Public Grievances
9. Creation of Business Email server for departmental officers

To implement the above recommendations, Rural Works Department, Govt. of Bihar, referred to
as the purchaser, intends to engage a System Integrator, referred to as the SI that will Supply,
Install, Implement and support to set up an IT System on single secure software platform with

25
provision to upgrade IT Infrastructure for automation of the department.

6.2 Infrastructure at the Client Side Locations

The list of Rural Works Department where the SI shall perform all necessary activities are detailed
under the Geographical Scope Section and each such location the following shall be carried out.
1. Design, deployment, Operation And Maintenance of RWD Data Center
2. Development, Operation And Maintenance of Departmental Portal,
3. Hosting of Department Portal to own Data Center
4. Establishment, Operation And Maintenance Toll Free Call Centre
5. Project Management Services For Grievance Redress,
6. Project Management Services for Advice center And Helpline
7. Hosting of Departmental Application at State Data Center for Disaster Recovery /Backup
Purpose.
8. Establishment of Mail & Massaging System for Public Grievances
9. Creation of Business Email server for departmental officers
Ensuring all the systems required are installed, configured, tested and commissioned and
declaring the site to be operational. It shall be the responsibility of the Selected SI to bring all the
installation equipment and tools required for the aforementioned all activities

6.3 Network Connectivity

Connectivity at the RWD shall be taken from BSNL/Rail-Tel/PrivateISPs. Connectivity at SDC shall
be the responsibility of the DCO of SDC. In case, SI faces any problem regarding availability of
bandwidth for RWD Information System solution at SDC or at RWD, it is the responsibility of the SI
to bring this to the notice of the Purchaser.

6.4 RWD Portal

RWD portal is the user interface and delivery channel to citizens for providing access to the
services delivered by RWD. Users could have direct access to the services being provided on the
portal from their office/homes/other locations. The transactions initiated by citizens directly on
the portal are expected to be routed to the Back Office system through a secure and reliable
messaging infrastructure.
The RWD Portal is a critical element of the System Architecture, which provides secure and
reliable message routing between service delivery channels (e.g. Portal, CFCs, etc.) and the Back
Office system.

6.5 Back Office System

Back Office System provides the user interface to the RWD employees for processing the
transactions submitted through the service delivery channels and/or all other administrative
functions. Direct access to Back Office system is restricted only to RWD users/ providers etc. who
shall be provided access to Back Office system only through RWD Gateway. The back office system
would also contain all administrative functions so as to have smooth operations of back office and
its internal functions in efficient manner. To enable the same, SI would also provide manpower
resources which would assist the RWD in general administration & management functions related
activities.

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 6.6 Software Solution Hosted at RWD Data Center
Enterprise Portal will provide a secure unified access point in the form of a web-based user
interface, and will be designed to aggregate and personalize information through application
specific port-lets/ web-parts. State Level Software Solution is the centralized solution that would
facilitate the delivery of municipal services to various stakeholders across the project RWD. The
centralized application software will deliver all the identified services.
All these applications will be hosted at the Centralised Data Center which would be the hub of
applications and transactions. Moreover, it should be possible to install any new application or
enhanced version of an existing application on the application server at the Data Center and make
it available to all the RWD instantaneously.

6.7 Salient Design Features

The salient features of the proposed system are mentioned below:

I. Interfacing with Citizen: The proposed system is designed to establish an extremely smooth
citizen interface. The focus in the design has been on maximizing citizen convenience in
applying for various services, visiting the RWD facilities and in obtaining the services with
speed and certainty. These design features are described below:

a. Multiple Channels for Services: Citizen can submit the application through multiple
channels as listed below:
i. Online accessing of the RWD Portal; (through Internet at Office, Home, Internet kiosk,
and others);
ii. In-person at any of the single-window system of RWD;
iii. SMS System integration;
iv. Mobile Apps of RWDIS
v. Departmental Toll Free Call Center

b. Availability of Portal: It is proposed to host a Portal that can provide guidance to citizens
on the procedure and forms, besides enabling them to transact with RWD for a variety of
services, including filing applications online, tracking status and registering grievances. This
portal would serve as the common interface for all the users. The system will have
provision for RWD-specific portals and information when a choice for a particular RWD is
made.

c. Helpdesk for Citizen for Information & Grievance Handling: In addition to RWD portal, a
Call Center is proposed to be established for providing voice-based assistance to the
citizens. Citizens will be able to make enquiries, register their complaints and grievances,
and track their application/ complaint status.

II. Processing of Services: In order to meet the requirements of the specified service levels, the
backend offices of the RWD will be reorganized in terms of the processes followed. The
following are the salient features of the proposed system of processing of applications:

27
BACK-OFFICE PROCESSING: All the front-end activities facing the citizen will be handled
through the RWD/single window system/CFCs and back-end work related to service delivery
as we as the management functions through RWD Back Offices.

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 7. SCOPEOFWORK

The SI should be responsible for providing following detailed scope of work:

1. Design, deployment, Operation And Maintenance of RWD Data Center,
2. Establishment, Operation And Maintenance Toll Free Call Centre,
3. Development, Hosting, Operation And Maintenance of Departmental Portal
4. Project Management Services of Call Center for Grievance Redress, Helpline.
5. Hosting of Backup Application at SDC/Private Data Center/Cloud.
6. Establishment of Mail & Massaging System for Public Grievances,
7. Creation of Business Email server for departmental officers.

7.1 Design, deployment, Operation And Maintenance of RWD Data Center

The entire application will be deployed in Rural Works Department Head office at Patna and IT
Infrastructure to be installed by System Integrator to run portal and call center applications. To run
the application successfully on the network Web Server, Application Server, Database Server, Mail
Server etc. will be hosted in the RWD Head office for all application. The followings are description of
major servers and other items to be installed by System Integrator:

1. Application Server and Web Server

Application server would be used as middle tier for various web based applications. It would take
care of the necessary workflow and Web server would be required for the interfacing with the
end user. Both the web and application server would be seamlessly integrated to provide high
availability and performance.

2. Database Server
The application will be hosted on database, which will contain all the data of the application. Since
this data will be centralized and is very critical. The backup data would be physically stored on an
External Storage (SAN). These will be Mid/High Range Enterprise servers.

3. Mailing & Messaging Server

Mailing & Messaging Infrastructure would provide workflow functionality and email services to
stakeholders as decided by . The Mail Server would provide a highly scalable, reliable, and
available platform for delivering secure communication services. This server will also act as Instant
Messaging Server.

4. Backup Storage (Minimum 5 TB)

A NAS (Network Area Network) will be used for storage of data from database server. This will act
as central backup repository for data, documents and records.

29
5. Firewall & Intrusion Prevention System
Firewall with Intrusion Prevention System has been proposed to stop intrusion attempts before it
enters the network. Firewall integrated with Gateway Antivirus/Intrusion Prevention Service
would inspect traffic from numerous protocols to identify attacks against the network; by blocking
malicious traffic.

7.2 Technical Specification for Data Center Hardware & System Software
ServerSpecification
Sl. No. Particulars Specifications Compliance
(Yes/No)
1 Processor Minimum 1x 4-core latest generation 64bit Intel server
processors of at least 2.4 GHz/higher with at least 20
MB/higher L3 Cache and 7.2 GT/s Bus Speed - capable of
holding 2 physical processors
2 Chipset Latest OEM chipset supporting an optimized for the
above processor
3 Memory RAM (min/max): 32 GB/512MB DDR-3 ECC RDIMM RAM
4 Hard Disk Drives Minimum 2 x 600GB SAS Hard Disk Drives - upgradeable
uptoatleast 4 drives
5 Optical Drive Internal DVD-ROM drive
6 I/O slots Atleast4 PCIe Gen2 slots
7 Network Minimum 2 x Internal Dual Gigabit adapter, optional 10G
Interface adapter without consuming any extra slot
8 Graphics Integrated Graphics with at least 8 MB Video Memory
9 Server OEM embedded controller with IPMI 2.0 compliance and
Management Server Management Tool from same OEM
10 Ports Minimum 5 USB 2.0 ports(1 Serial, keyboard, mouse,
graphics (DB-15)
11 Power supplies Redundant Power Supply (at-least 750 Watts each)
12 Cooling Hot plug and redundant fans
13 Additional User-selectable power cap (subsystems throttle to
Management maintain the specified power cap), ACPI 3.0 Compliant, PCI
with industry 2.3 compliant, PXE and WOL Support, IPv4 and IPv6
standard support
compliance
14 industry standard The quoted server models should have the following
certifications Certifications: Microsoft Windows Server ,Red Hat
Enterprise Linux
15 Form Factor Max. 2U Rack able form factor with sliding rails
16 OEM certification The server OEM must be ISO-14001 and Greenpeace
certified
16 Warranty support 3 years onsite warranty by OEM

30
Laptop System
Sl. NO. Particulars Specification Compliance
(Yes/No)
1 CPU 4th Gen -Intel Core i3 - 3.0G or higher”
2 Chipset Intel
3 Memory Minimum 4 GB
4 Hard Disk Drive 500 GB
5 Monitor 15" –LED or More
6 Keyboard and mouse External PS2 keyboard and mouse
7 Ports 4 USB Ports (with at least 2 USB 3.0 )
8 Backup Minimum 3 Hours
9 Optical drive DVD Rom drive
10 Network Gigabit Ethernet card with support for remote wake
up.
11 Operating System Windows 8.1 Professional -64 bit
12 Security Power on password , Administrator password (via
BIOS)
13 Certifications Windows 8.1 ,Epeat Gold or higher , Energy star 6.0 ,
ROHS
14 Warranty support 3 years onsite warranty by OEM
Desktop All In One
Sl. NO. Particulars Specification Compliance
(Yes/No)
1 CPU 4th Gen -Intel Core i3 - 3.0G or higher”
2 Chipset Intel
3 Memory Minimum 4 GB
4 Hard Disk Drive 500 GB - 6 Gb/s controller and 7200 rpm
5 Monitor 18.5" – LED
6 Keyboard and mouse PS2 keyboard and mouse
7 Ports 4 USB Ports (with at least 2 USB 3.0 )
8 Graphics System should support 1 GB or higher graphics card
9 Chassis All in one
10 Optical drive DVD Rom drive
11 Network Gigabit Ethernet card with support for remote wake
up.
12 Operating System Windows 8.1 Professional -64 bit
13 Security Power on password , Administrator password (via
BIOS)
14 Certifications Windows 8.1 ,Epeat Gold or higher , Energy star 6.0 ,
ROHS
15 Warranty support 3 years onsite warranty by OEM

31
Rack 42 U
Sl. NO. Particulars Min. Specification Compliance
(Yes/No)
1 U Height 42 U
2 Frame Type Steel
3 Front Door Type Steel w/ Window
4 Side Panel Type Solid Steel
5 Back Door Type Solid Steel
6 Key Lock Yes
7 Fan tray With 4 to 8 fans
8 Power 25 points – 5Amp sockets) power distribution
9 1 Nos of LTO-5 FC drives and should have headroom
to add 1 more drives in the future.
10 Power Supply Redundant power supply
11 Interface Support 8 Gbps Fiber Channel interface.
12 Media The tape library should have support for LTO-4 and
LTO-5 WORM Media.
13 Ports The tape library should provision for minimum of 48
slots. The tape library should have a barcode reader.
14 Kit The tape library should be offered with a rack mount
kit
15 Web Management The tape library should offer web management
interface to check system status, run diagnostics, view
system logs, check and set configurations, verify drive
operations, upgrade the drive and library firmware.
16 Warranty Warranty for 3 Years with onsite response 24X7
including hardware, firmware and any management
software and labor by the OEM.
Laser Printer
Sl. NO. Particulars Min. Specification Compliance
(Yes/No)
1 Print technology Laser
2 Duty cycle 50000 pages or more
3 Print quality black Effective output 1200 x 600 dpi
4 Display None
5 Connectivity 1 Hi-Speed USB 2.0, Network
6 Paper handling 50-sheet multipurpose tray 1, 250-sheet input
input,Standard tray 2, automatic duplexer for two-
7 Paper handling output, 150-sheet output
8 Paper Size A4; A5; A6; B5; postcards; envelopes (C5,
9 Energy efficiency ENERGY STAR ® qualified
10 Print Speed 30 ppm or more
11 Both Side Printing, Yes

32
12 Processor 400 MHz or above
13 Memory 128MB or above
14 Scan, Copy & fax No
15 Toner Yield( only full At least 2500 pages with supplied toner
toner acceptable)
Laser All In One Printer
1 Functions Print, Copy, Scan
2 Duty cycle (monthly, More than 18000 pages
letter)
3 Duty cycle (monthly, More than 18000 pages
A4)
4 Print technology Laser
5 resolution, hardware Up to 1200 x 600 dpi
6 Mac compatible Yes
7 PRINT
8 Duplex printing Manual (driver support provided)
9 Print speed black Up to 30 ppm
(normal, A4)
10 Print speed black Up to 30 ppm
(normal, letter)
11 SCAN
12 Scan resolution, optical Up to 1200 dpi
13 Scan resolution, Up to 1200 x 600 dpi
hardware
14 Color scanning Yes
15 Scan size (flatbed), A4
maximum
16 Levels of grayscale 256
17 Bit depth 24-bit
18 COPY and FAX Facility Required
19 Paper trays, standard 1
20 Paper trays Capacity at least 150 sheets
21 Network 10/100 Ethernet Network Connectivity
22 Warranty 3 Year Warranty
Managed Switch
Sl. NO. Particulars Technical Specification Compliance
(Yes/No)
1 Managed Switch CISCO/HP/Juniper 24 Port 10/100/1000 Managed
switch with 2 optical gigabit port
Firewall & IPS with UTM
Sl.No Name of Item or Technical Specification and Standards Compliance
Related Service (Yes/No)
1 NGFW Appliance Throughput

33
 General Features · Minimum 8 Gbps Multicore Processor base Next
Generation Firewall
· 64 bit hard core modular OS.
· Minimum 2200 Mbps of Gateway Antivirus
Throughput
· Minimum 60,000 new sessions
· Minimum 2500 Mbps IPS throughput
· Minimum 1000K concurrent sessions/Sec
· Unlimited Authenticated Users/Nodes
08 nos. of 10/100/1000 Ethernet UTP ports ,
Hardware Bypass- 2nos , 2nos.USB Ports,
· Identity based Firewall
· Intrusion Prevention System
· Gateway Anti-virus with Web Content &
Application Filtering
· Bandwidth Management
· Proposed appliance should support inbuilt Flash
Memory min 4 Gb
· Inbuilt-on Appliance Reporting with minimum
200GB or more disc Space
· Network: OSPF, Round Robin load balance,
RIPv2, BGP, equal & unequal cost load balance, High
Availability, QoS, etc, Round Robin Balance.
· Support for user authentication over SMS.
· Country Based Blocking, FQDN support and
should support MIX mode deployment
2 · Gateway Antivirus, Anti-Spyware and Anti
Malware: Checkmark Certified. Virus, Worm, Trojan
Detection and Removal, Automatic Virus signature
database update, Real-Time blacklist, MIME header
check, and Redirect spam mails to dedicated email
address, image-spam filter, Spam Notification, Zero
hour Virus outbreak protection. Recurrent pattern
Detection Technology for AS. Self Service Quarantine
area.
Security Features · Web and Application Filtering: Checkmark
Certified.URL, Keyword, File type block, Block Java
applets, cookies, ActiveX, Block malware, phishing,
pharming URL, block P2P application, anonymous
proxies, Customized block on group basis. Minimum
of 83 categories with more than 43 million URLS
supported with more than 5000 application support.

34
 ·Intrusion Prevention System (IP$): Checkmark
Certified. For different attacks like Mail Attack, FTP
Attack, HTTP Attack, DNS Attack, ICPM Attack,
TCP/IP Attack, DOS and DDOS Attack, Tel Net Attack.
Signatures: Default (4000+), Custom, IPS Policies:
Multiple, Custom, User-based policy creation,
Automatic real-time updates from CR Protect
networks, Protocol Anomaly Detection.
·WAF: Should support Positive Protection model,
Unique Intuitive Website Flow Detector technology
,Protection against SQL Injections, Cross-site
Scripting, (XSS), Session Hijacking, URL Tampering,
Cookie , Poisoning etc., Support for HTTP 0.9/1.0/1.1
·VPN: IPSec, L2TP, PPTP and SSL as a part of Basic
Appliance, VPN redundancy, Hub and Spoke support,
3DES, DES, AES, Two fish, Blowfish, Serpent
Encryption, MD5,SHA1 Hash algorithms, IPSec NAT
Transversal, VPNC Certified.
3 Includes reports for ·Load Balance & LAG: For Automated
Centralized Failover/Failback, Multi-WAN failover, WRR based
management, Load Balancing. High availability: Active-Active. QoS,
Monitoring & Logging. OSPF, RIPv2, BGP. Link Aggregation, Policy routing
based on Application and User, support Round Robin
Load Balancing.
·Bandwidth Management: Application and user
identity based bandwidth management, Multi WAN
bandwidth reporting, Guaranteed and Burstable
bandwidth policy. Bandwidth for User, Group,
Firewall Rule, URL and Applications.
·Monitoring and Reporting System: Integrated Web-
based Reporting includes notification of reports,
viruses and attacks reports. IPS, Web filter, Antivirus,
Anti-spam system reports. IP and User basis report,
45+ Compliance reports and 1000+ drilled down
reports on the appliance. Web surfing logs can be
keeps for one year, on the appliance. Firewall /UTM
must have ICSA Firewall – Corporate and Checkmark
UTM Level 5 Certifications.
4 Global Compliance The OEM should be in the Leaders position the
Gartner's Magic Quadrant. Firewall must have
Common Criteria - EAL4+,Global Support Excellence -
ITIL compliance (ISO 20000) , ICSA Firewall –
Corporate and Checkmark UTM Level 5
Certifications.

35
5 Security Subscriptions Five Years for Gate Way Antivirus, spyware,
web/URL Filtering, content and application filtering.
IPS, License period will be counted after activation.
6 Support & Warranty Standard warranty, should be mentioned, Should
have local presales and sales support. Product
training with certification must provide by the OEM.
ONLINE UPS 5 KVA WITH 1 Hours Backup

1 Online UPS 5 KVA

IGBT Based
SMF Battery with Racks
Minimum 1 Hour Backup
3 Year onsite warranty including battery
Antivirus for Servers
1 All the Solutions should be virtualization aware
providing flexibility of deploying the solution both
in Virtualization and physical environment.
2 The antivirus solution should have enhanced
protection from Network virus/Worms, Trojans,
Key loggers, Intrusions, Conceivably harmful
websites/Phishing sites, Malicious behavior, data
loss, web based threats, root kits, mixed threats,
real-time compressed executable files,
spyware/gray ware etc.
3 Should have Compressed File Detection and Repair
and should also be able to reduce the risk of
virus/malware entering the network by blocking
files with real-time compressed executable files.
4 Should have Unknown Virus Detection & Repair.
Should have behavioral & Heuristic scanning to
protect from unknown viruses.
5 Must be capable of cleaning viruses/malware even
without the availability of virus cleanup
components. Using a detected file as basis, it
should be able to determine if the detected file has
a corresponding process/service in memory and a
registry entry, and then remove them altogether
6 Must have the capability to detect and clean Virus
and also perform different Scan Actions based on
the virus type (Trojan/ Worm, Joke, Hoax, Virus,
other)
7 Should have buffer overflow protection integrated

36
 with AV scan engine for protection from
threats/exploits that uses buffer overflow
vulnerability regardless of presence of signature /
OS patches
8 Should have cloud-client infrastructure with
Reputation services like File Reputation, Web
Reputation & Email Reputation working in
correlation.
9 Should have web based management console to
give administrators transparent access to all clients
and servers on the network and also provide
automatic deployment of security policies, AV
signatures, and software updates on every client
and server.
10 Should support Active Directory integration and
also have security compliance to leverage
Microsoft Active Directory services to determine
the security status of the computers in the network
and also have logical group based on IP addresses
(Subnets).
11 Establish separate configuration for internally
versus externally located machines (Policy action
based on location awareness)
12 Should have Configurable Scanning. Should have
the ability to control the amount of CPU resources
dedicated to a scan process.
13 Must have behavior monitoring to restrict system
behavior and malicious changes in applications,
keeping security-related processes always up and
running.
14 Should have device control to regulate the access
to external storage devices and network resources,
as well as USB autorun prevention and also provide
the granular level access like No Access, Read
Only, Read & write, Full Access etc.
15 Must provide the flexibility to create firewall rules
to filter connections by IP address, port number, or
protocol, and then apply the rules to different
groups of users
16 Must reduce network traffic generated when
downloading the latest signature by downloading

37
 only incremental updates of signatures and scan
engine.
17 Reduces network bandwidth consumed during
pattern updates. The bulk of pattern definition
updates only need to be delivered to the cloud or
some kind of repository and not to many endpoints
18 Should be able to update definitions & scan engine
on the fly, without a need for reboot or stopping of
services on servers.
19 Must have the flexibility to roll back the Virus
Pattern and Virus Scan Engine if required via the
web console
20 Should have the capability to assign a client the
privilege to act as a update agent for the update of
rest of the agents in the network for AV signatures
and hotfix/ service pack/ patch update/upgrade.
21 Should enable administrators to easily move clients
(who have changed departments, for example)
from one physical parent server to another simply
by dragging and dropping through the central
management console.
22 Should have role based administration with active
directory integration to add the custom role type
and also use the predefined roles as per
requirement.
23 Should have multiple client deployment options
like Web install page, Remote installation, MSI/EXE
package installation, Login Script, Vulnerability
Scanner etc.
24 Should have enhanced tamper protection that
guards against unauthorized access and attacks,
protecting users from viruses that attempt to
disable security measures.
25 Should support 32bit and 64bit operating systems
26 Should have Cache files for scans which can help
up to 40% improvement to speed performance.
27 Should have a feature of scan cache based on
digital signatures or on-demand scan cache.
28 It should recognize a missed event on a machine,
which was switched off, and restart the same when
machine is turned on.

38
29 Should have feedback option so that if any threat
(new/earlier) is found, then relevant data can be
automatically collected and transferred to the
research team for further analysis to be conducted,
and consequently, advanced solutions can evolve
and be provided.
30 Should have enhanced tamper protection that
guards against unauthorized access and attacks,
protecting users from viruses that attempt to
disable security measures.
31 Should support plug-in modules designed to add
new security features without having to redeploy
the entire solution, thereby reducing effort and
time needed to deploy new security capabilities to
clients and servers across the network
32 Should Support Plug-in solutions - Stateful
Inspection Firewall/IPS with Virtual Patching, VDI,
Data Protection, Mac Protection, Mobile
Protection without any additional installation and
should provide single console in future.
33 Must provide Data Loss Protection as an plug-in
solution with the capability of data protection with
multichannel monitoring, robust rules, and
predefined policy templates.
34 Data Protection must have File Attribute, Key
words and Pattern based technology in single
solution.
35 The solution must support IPv6 and must be
capable of blocking and detecting of IPv6 attacks.
36 Data Protection should work in both environment -
Workgroup and AD with User/ Group/ Domain based
policy creation option.

7.3 Establishment, Operation And Maintenance Toll Free Call Centre

The SI is expected to deploy the latest technology in the proposed outsourced 8 Port Call Center
solution for Department at Patna with the following features

A. Interactive Voice Response (IVR) Menu System

1. Receive all inbound calls on the telephone number specified by the Department
2. Identify customer through CLI and support intelligent call routing
3. Include speech recognition engine in order to support and interpret multiple languages,
especially English

39
 4. Text – to – speech capability must be supported for multiple languages including English
and Hindi
5. Provide an easy to configure system that enables the users to change the IVR tree with no
hard coding
6. Support messages scheduling
7. The IVR solution must be capable to capture usage details of each customer as the
customer traverses through a call. The IVR solution should have an interface through
which usage details can be shared with other solutions.
8. The IVR must integrate with the rest of the proposed solution to provide seamless call
center performance.

B. Automatic Call Distribution (ACD)

1. Handle high call volumes efficiently
2. Support multiple groups for all call types
3. Provide the capability of combining data with the Interactive Voice Response (IVR) menu
system that can intelligently rout calls requesting further assistance to a smart Automatic
Call Distributor (ACD)
4. Provide highly configurable system for adding/removing users, assigning users to different
queues and defining skill sets
5. Support skill-based routing
6. Allow calls to be transferred within the call center
7. Support the relaying of the information messages (marketing messages) to voice callers
waiting in queues or on hold

C. Computer Telephone Integration (CTI)

1. Should be able to integrate with hybrid setup of a call center solution
2. It should be interfaced with the Core system and the other third party applications of the
skill/Job so send/receive data which needs to be populated
3. Ability to generate and service requests
4. On transferring the call to another agent the screen too should be transferred to that
agent’s screen
5. The CTI must be capable of activating the fast dialing feature of the ACD
6. Call events should be handled from the system such as hold, retrieve hold, conference,
transfer etc.
7. CTI should be integrated with core call center system and update the IVR

D. Call Center Application

Call center application should have following features:
1. Support Ticket with all related data logging and tracking
2. Enable Managers / Supervisors to monitor the overall performance of the Call Center
agents and interact when needed.
3. Call center application must also interface with Applications given above to retrieve
information and perform tasks which would be required by the agent.
4. The application must integrate with the CTI and should be able to pull IVR usage details of
the customer including all options selected by the customer and all details entered by
customer from the time the customer reaches an agent.

40
 5. Agent should be able to log and track each ticket. Information of the escalated tickets
should be made available as and when required by the Department.

E. Campaign Management
1. Should have the capability of management and execution of effective outbound calls
involving marketing campaigns and calling back to customers.
2. Should have the capability to monitor & report of outbound call activities

F: Performance Monitoring
Provide the capability to define key Performance Indicators (KPIs) and measure
performance against defined KPIs, both online and with scheduled/ad-hoc reports
G. Recording
1. 100% recording of calls and approximately 20% of agent screen action recording ( for
critical inputs) is to be provided. The recording should contain detailed call information
and the solution must provide advanced searching capabilities
2. Calls must be stored for 15 days and preserved and should be made available when
required. The media for archival (tapes) will be provided by the Vendor.

H. Language Requirements
The call center must initially support both English & Hindi languages. Other local language
support will be required in subsequent phases. The proposed call center solution must be
capable to handle multiple Indian languages.

7.4 Specification of Call Center Hardware Infrastructure

Call Center Setup : IP Based PBX

1 · The system should be based on server-gateway
architecture running on Linux OS supporting IP, Analog and
Digital Extensions. Card based server will not be acceptable.
2 · OEM Should be present in Gartner magic leader’s quadrant
(unified Communication/ Enterprise telephony) at least for
last 5 years
3 · OEM should have presence in India for more than 10 years

4 · IPT OEM should have service & R&D Center in India for
more than 5 years.
5 Provided server should be 1U rack mountable, Xeon E5-2630,
2.3 GHz processor speed, 32 GB RAM or better.
The servers should be of industry standard makes like
DELL/HP/IBM only. The proposed server should be capable of
supporting at least 2000 extensions in future. The expansion
should not require any additional hardware.

6 The system should be capable of deployment on virtualized

platforms like VMWare/Xen etc.

41
7 System should provide call control, mobility, IM and
presence, and Messaging, centralized licensing in a single
server.
8 System should have secondary/redundant server for
additional capacity and resiliency.
9 The system should support standards-based multi-site
networking, using QSIG, H.323 trunks or advanced
networking, to interoperate with other PABX's, allowing
feature transparency.
System should be able to provide backup/redundancy
options in case of failure of one server for future
enhancement.
10 The system should support BRI/ PRI/ SIP/T1/ E1/Analog
Trunks.
11 The server should have in-built atleast 2 nos auto-sensing
10/100/1000 Mbps LAN
12 The system should support internal MOH (Music on Hold),
which should be uploaded using the .Wav file and should
have an audio input port for external MOH connectivity

The system should be 19” rack mountable.

13 The system should have built-in minimum 128 party Secure
pin based Meet-Me conferencing bank.
14 Multiple conferences with variable number of users should
be possible within each of the conferencing banks.

15 System should be able to send emails to all the participants

giving them the conferencing details
16 Bidder to offer IP Phones & necessary Media Gateways for all
contact center agents & it should be from the same OEM as
of IP PBX.
2.1 Call Center Setup : IVR And Contact Center Software and Hardware Features

1 · Contact Centre Hardware and Software MUST be from

the OEMs as of IP PBX
2 · Offered Contact Center OEM should be present in
Gartner magic leader’s quadrant of Contact Centre at least
for last 5 years.
3 Contact Centre solution (ACD, CTI, Dialer, Recorder etc)
should be from same OEM as the telephony.
4 Contact Centre Hardware Server should be server based and
from HP/DELL/IBM
5 Contact Centre Equipment should support minimum 100
agents without changing the contact centre hardware.

42
6 Expansion to 100 agents should be performed by just adding
licenses only.
7 It must have the latest released Operating System version
available by the manufacturer. The supporting
documentation of this requirement must be attached in the
SI technical proposal.
8 Proposed Contact Centre system should support Inbound,
Outbound, Email, Chat, FAX, SMS, Webchat callback etc

9 Proposed System should have complte blend solution for

agents
10 Proposed System Should handle upto five simultaneous
contacts like Voice, Email, Chat, FAX, SMS

11 System should have the capability to route call/contact to

best skilled agents.
12 System should support geographic redundancies.
13 System should have the capability to support multichannel
agents across up to 30 locations from day of implementation.

14 System Should have inbuild progressive and preview

outbound dialing with campaign manager.
15 system should support remote agents to work from different
places.
16 System should have built in Graphical call flow designer.

17 System should have the capability to prioritize customers

based on business strategies.
18 System should support Dynamic IVR and integration with
backend system to provide details to customer if required in
future by adding additional components but without
changing the telephony and call center equipment.

19 System should support multiplicity feature which allows an

agent to handle multiple concurrent multimedia contacts. At
any one time an agent can be active on a voice and
multimedia contact.
20 Proposed System should support 50 Supervisor without
changing the hardware.
21 Call center hardware should be 1U Rack Mountable,2 Intel
Xeon E5-2670 2.60GHz CPU, 8 GB RAM, Minimum 600 GB 2
Hard disk, with duplicated power supply or better

Call Center Setup : ACD Features Inbound /Out Bound

43
1 Offered CC ACD licenses should be from the same OEM as of
IPT & CC OEM.
2 Caller ID
3 Hold
4 Hold Music (Music on Hold)
5 Direct Inward Dialing (DID/DDI)
6 Transfer
7 On Hook Dialing
8 Incoming Call Routing
9 Conference Calls
10 Make Call
11 Drop Current Call (Release)
12 Supervised Transfer
13 Complete Transfer
14 Join Conference
15 Get Status
16 Get Call Capabilities
17 Get Data
15 Delete Data
16 Get/Set UUI
17 Send DTMF (for example, card number to IVR)
18 Consult
19 Call routing based on the caller CLI
20 Skill based Agent Routing
21 Configurable Call Tree
22 IP Based Softphone
23 Screen PopUp
Email & Chat Features
24 Offered CC solution should support for e-mail feature & it
should be from the same OEM as of IPT & CC OEM.
25 Email should be routed to agent based on address where the
contact
26 is received, the text in the email message or the sender.

27 Email message will be assigned to a skillset with a priority

and then to an agent who can handle the contact based on
the received criteria.
28 System Should Have the capability to view real-time traffic
reports for email messages
29 System should have the capability to configure the Supervisor
Email approval feature so that supervisors can approve email
messages before they reach the customers.

44
30 Some or all of the email messages can be sent for supervisor
approval
31 Email messages targeted for supervisor approval on a per
skillset basis or per agent basis.
32 System Should support different rules for email routing to
agents
33 System should sendautomatic initial email response when
the email arrives at the contact centre.
34 The email response should contain the email address to
which the customer sent the original email message.
35 System should support auto-rejection of email messages
from all
36 skillsets based on keyword
Chat Features
1 Offered CC solution should support for chat feature & it should be
from the same OEM as of IPT & CC OEM.
2 Should provide welcome messages for all contacts
3 Should have specialized messages for each skillset
4 Should have labels in the text-based conversation to identify the
text written by the customer and agent
5 Should be able to send a copy of the transcript of the Web
communication contact to the customer when the contact is
complete
6 Alert should be there to indicate when the agent or customer
stops responding in the Web communication contact

7 System should have automatic phrases to configure text for

agents to automatically insert in the text-based conversation

8 System should have feature of page push URLs, a predefined URL

that is commonly sent to customers
9 An agent-supervisor can observe or participate in any currently
active agent-customer Web communications chat session

10 Should support transfer the chat communication to different skill

set agents
11 Agent-supervisors using Agent Desktop should display of all such
applicable Web communications and Voice contacts currently
active
Outbound feature
1 Offered CC solution should support for outbound feature & it
should be from the same OEM as of IPT & CC OEM.

2 Web based GUI for easy enable/disable agents skills.

3 Route calls to the most appropriate resource.

45
4 Should support ‘Preview’ customer information before placing
call.
5 Should support Defined Agent scripts
6 Should support Campaign creation/scheduling/priority
7 Should Have Monitor real time progress functionality
8 Should Support Review and update customer information

9 Should have End a call and assign a disposition code

Recording Features
1 · System should have in-built capability to automatically as well as
manually record and store calls into any voicemail box or a
central database, for later retrieval, sorting, searching through a
web-based browser interface

2 · Offered CC solution should support for recording feature & it

should be from the same OEM as of IPT & CC OEM.

3 Recordings should be able to be made on the basis of:

5 User ID
6 Account code
7 Hunt Group
8 Caller ID
9 Incoming call route
10 Time profiles
11 System should support automatic deletion of oldest recordings, if
needed
12 System should support G.726 16kbps ADPCM standard for
compressing and storing recordings, providing the best
compromise between CPU loading and storage space

13 Recorder Should have Search and replay for the calls recorded

14 System should have capability to pause the recording while

putting confendial information like card number and etc.

15 Bulk or Individual call recording

Reporting Features
1 Offered system should support both Real time & historical
reporting.
2 A. The offered system should support the following Realtime
reports:
3 • Topic reporting
4 • Agent reporting
5 • Agent group reporting

46
6 • Team reporting
7 • PBX reporting
8 • Interactive Voice Response (IVR) reporting
9 B. The offered system should support the following Historical
reporting:
10 • Agent reporting
11 • Agent group reporting
12 • Telephone reporting
13 • Dialer reporting
14 • Skill combination reporting
15 • System reporting
16 • Team reporting
17 • Topic reporting
18 • IVR reporting

7.5 Scope of contact center functions: - Call center broadly cover:

(a) Inbounds calls: Citizen lodging the complaint by phone call is entered through operator
and forwarded to concerned entity for further processing.
(b) IVR functions: Citizen lodging the complaint to IVR which is subsequently gets auto-
entered by IVR the portal and then being forwarded to concerned entity.
(c) SMS integration: Citizen lodging the complaint directly through SMS is forwarded to
concerned entity for further processing.
(d) Web integration: Citizen lodging the complaint directly into the portal by the citizen is
forwarded to concerned entity for further processing.
(e) Manual Integration: Citizen come directly to dept and lodging the complaint via manual
mode (i.e. ; on proper) which is subsequently entered by operator into the portal and then
forwarded to concerned entity.
(f) Email integration: Citizen lodging the complaint directly through email is forwarded to
concerned entity for further processing.
(g) Mobile apps integration: Citizen lodging the complaint through Mobile App which
subsequently gets auto-entered into the portal and then forwarded to the concerned
entity.
(h) Chat support: Citizen can directly interact with center executives.
(i) Caller segmentation (public/contractor/MP/MLA/Panchayat officials etc.)
(j) To organize and provide centralized help desk for providing guidance/information to
citizen on various categories of information which include services offered, procedures,
abstract information and tracking status etc.
(k) To set a single access point to reply to the citizen queries received through any of the
above communication mode as a call centre.
(l) To design a system that enables offline and online information facilitation/dissemination
and public grievance registration in the respective offices/sections/dept call centre, the
solution shall have :-

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 a. To facilitate dept to have access, monitor and track details of all grievances lodged by all
citizens, along with their disposal status etc.
b. To provide a gateway to citizen to register and track their grievances with status.
c. MIS reports provided to dept at the press of button in all aspects of grievance redressal.

7.6 The main components of Complaint Grievance Management:

Complaint Registration: Complaint registration enables the Citizen to register complaints
against registered services/Functionalities. Citizen can lodge the complaints directly into the
portal, or through above mentioned modes required IVR software to be integrated with
required customization.
Process & Update Grievance: All the Entities will receive complaints lodged by the citizen
online, process the complaints and will update the status of the complaints on Complaint
Grievance Management System with the time frame set with specified rules.
Status management: The Status Management component contains a list of status that is
relevant to a complaint in the Complaint Grievance Management System. The complaint status
will change dynamically both on trigger of a manual processor an automated process.
Reporting and MIS: The system should allow generating MIS reports on a real time basis and
have flexible & comprehensive reporting mechanism.
1. Searching & extraction of information based on any criteria can be located and extracted
using pre-defined or fresh queries.
2. Customization reporting. Exporting of reports in various standard formats such as Excel,
PDF, and Text should be possible.

Configuration Management: Configuration management will enable configuring master activities

that helps the users to define the parameters for all modules of the dept Complaint Grievance
Management Systems. Configuration includes Services, Department, Department Hierarchy, set
escalation days, Complaint closure settings, etc.
Role Management: will enable user to use application as per their role/ credentials assigned (i.e.;
Administration user, Executives user, Operator user, Officer User, citizen user etc) and should
have complete user management and security setting modules.

7.7 Development, Hosting, Operation And Maintenance of Departmental Portal

The current website needs to be upgraded to a more elaborate web portal which would facilitate
the two way communication between citizens and the administration. It is necessary to build a
detailed user-friendly website. Work can be done on the existing website as most of the features
have already been incorporated in the Department’s website.

The current website though interactive still lacks a lot of features which need to be incorporated
for it to be a smooth delivery gateway for the services. To cater to a large audience it is essential
for the department to have a multilingual website specifically covering English and Hindi .The
application software that is envisaged to be developed for faster, transparent and efficient
delivery of services is to be integrated with the department’s website, which would act as the
front end for availing / requesting any service / information from RWD .

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The project aims to design and develop portals for RWD. Generic portal shall have general
information about the department & its allied wings and it shall also fetch data (tender/news etc.)
From the CMS and show it under appropriate sections. Portal shall be bilingual – English & Hindi.
It shall be developed in web 2.0 architecture and conform to W3C standards and standards
published by DoT, GOI.

The scope of work for the selected agency shall be, but not limited to, as below -
 Preparing an outline structure/site map of the portal.
 Design and development of Integrated portal.
 Content Management System for the portal.
 Post implementation maintenance of portal for project duration.
 The portal should provide full text search facility within the portal and global search.
 Database creation and facility for updating the portal including any software component
required for the purpose.
 Provide training for portal operation to users
 Integration of portal with other Govt. websites
 Integration of portal with other Govt. websites
 Ensuring search engine optimization of portal

The State RWD Portal would be the front end for all the services delivery in RWD
computerization. All stakeholders would typically come to portal to find information / avail any
service through CSC / Internet/mobile etc. Portal would be in local language, Hindi as well as in
English, and have easy to use navigation, search and browse features. Portal would be connected
to the State gateway and BSWAN (in future) / Internet and would be accessible to department
and to various service delivery channels like CSCs /internet for public access. The State RWD
Portal is a conceptual design of service delivery channel at the state level. The Portal would be
developed as a e-Governance plan of the department.

The objective behind the Portal is to provide a single window access to the information and
services being provided by the RWD and all its related departments for the citizens and
stakeholders. An attempt has been made through this Portal to provide comprehensive, accurate,
reliable and one stop source of information about RWD and its various facets. Links to other
websites and sources of information too will be provided.

The content in this Portal will be a collaborative effort of various Indian Government Ministries
and Departments, at the Central/State/District level. The scheme orientation that has traditionally
been the mechanism for addressing the needs of the beneficiaries has been changed in light of
achieving the overall objectives of the project by providing a service orientation to them. This
essentially means that the government under the RWD would provide services in addition to the
existing schemes and programs of the central and state governments, which would be integrated
in nature. This also implies that in the proposed scenario no matter if the services originate from

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the central or the state government, they would be provided through a single delivery interface to
the all stakeholders.

The key recommendations for the services, in the proposed project provide the accessibility to the
following information and sub services to the Stakeholders:
 About RWD department
 Providing latest News
 Providing Information on Important RWD Links on Bihar
 Providing Information on Important RWD Links of India and World
 Providing Information on Employment
 Providing Information on Tenders
 Providing Information on Departmental orders
 Providing Information on Notices
 Providing Information on Transfer orders
 Providing Information on Budget
 Providing Information on legal section
 Providing Information on Downloadable Forms
 Providing Information on Grievance Management
 Providing Information on Expert Advisories System
 Providing Information on Blog
 Providing Information on FAQ
 Providing Information on Search
 Providing Information on Sitemap
 Providing Information on RTI
 Providing Information on Department Offices and Officers
 Email Login

7.8 RWD Portal Sections View

Section wise detailed view of each section on the home page of the State RWD Portal is as
illustrated in this Section. The various sections are
 History
 About us
 Tenders
 Departmental orders
 Notices
 Transfer orders
 Budget
 Link with associated department
 Corporation details
 Helpline application
 Offices and Officers Corners
 Citizen Registration

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  Update Static Information for Scholarship
 Update Dynamic Information for Scholarship
 Mail/SMS sent to student to update information (Dynamic Information)
 Related Website
 Downloadable Forms
 Grievance Management
 New Grievance Registered
 View Grievance and Take Action
 Resolution of Grievance
 Escalation of Grievance
 Expert Advisories System
 Add New Query
 Query Acceptance & Expert Advice
 Blog
 FAQ
 Search
 Sitemap
 RTI
 Contact Us

7.9 Other Important Features

Some of the items of work envisaged are detailed below. However, these are not exhaustive and
the RWD GOB would be flexible to the ideas / views / suggestions of the agency being selected.

1. Redesigning the Portal with HTML5 to make the site responsive.

2. Rewriting and uploading content in tune with user requirements, responsive design and
international standards.
3. Special emphasis on the design and functionality of the Portal homepage highlighting the
most important sections which shall cater to various stake holders ie. travelers, media and
travel industry.
4. Providing facilities for and creating downloadable content like high-resolution images,
wallpapers, screensavers etc. to be created and made available for download.
5. Updation of information available on site and constant monitoring and uploading of
information.
6. A Customer Relationship Management functionality on the Portal to keep users informed
about latest events, festivals, packages, delights etc., with the help of newsletters,
Electronic Mailers etc. as well as maintaining a easy to use and comprehensive database
of service providers in the tourism sector (viz. approved tour operators, hotels, etc. ) with
search functionality.
7. Calendar of Events: The Web site should include a robust, intuitive Calendar of Events that
is searchable and sort-able by the user.
8. Live and dynamic maps with active content display and synchronization with the
information pages. Ability to connect to Google and Yahoo maps.
9. Create provision for User Generated Content including blogs, photo uploads, videos, etc.
10. Provision of weather charts and distance calculator tools.

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 11. Facility to have a favourites tab and easy navigability between pages.

7.10 Feedback Management:

1. Facility for analysing feedback on monthly basis to provide insights to achieve Portal goals
and objectives.
2. Provision of an FAQ (Frequently Asked Questions) page to address common user queries.
3. Email and feedback management by addressing queries and feedback within a maximum
time span of 24 hours for queries within the scope of FAQs and maximum of 48 hours for
other queries requiring referencing and/or research.

7.11 Content Management System

1. Creation and Maintenance of a comprehensive Content Management System as a single
repository for storage of all types of Portal content such as video and images along with
controlling placement of content.
2. The CMS should be flexible and user friendly to allow extensive use by users of varying
levels of technical knowledge.

7.12 Search Functionalities and SEO

1. Search engine and Sitemap functionalities on site to facilitate easy navigation and instant
access to relevant information.
2. Developing own facility or installing third party tools to offer state of the art search facility
for site content.
3. Making design and architecture of the site friendly to search engines
4. Meta tagging and indexing all pages

7.13 Others
1. Updating the Portal by uploading announcements, orders, etc. that are regularly sent by
the Rural works department.
2. Registering and maintaining domain names of Rural works department with various
country extensions and redirecting them to the main Portal Portal.
3. Enabling the site to meet all International and Government of India IT guidelines issued
from time to time.
4. The site should be developed in both English and Hindi languages simultaneously.
5. Translation of Portals into various national and international languages and upload these
mirror Portals on Rural works department Portal.
6. Monthly Web Analysis Report with page views, sessions / visits, unique visitors, country
wise distribution of visitors etc.
7. The agency should develop various mobile applications in accordance with the directions
from the RWD GOB.

7.14 Hosting and Uploading/Downloading Services:

1. Hosting Support
2. Hosting of Online Contests & Data Management.
3. Provision for email addresses (minimum 40 ids). Creation of uniform e-mail Ids for both
domestic, overseas offices and divisions / officers in the RWD GOB.

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7.15 Backend, Integration & Database Services:
1. Programming (Code Repair, New Codes, Repairing Broken Links)
2. Database Maintenance & Integration
3. Project Management (Project Management Process & Deployment documentation
required)

7.16 Security and backup Services

1. Security Audit by third Party.
2. Redundant Current Local Backup Copy of Portal at all times with backup being taken
weekly.
3. Hosting on servers with adequate backup capacity in order to ensure zero down time.
4. Provision for backup servers to be active within maximum one hour of main server being
compromised.
5. Incorporating security features to prevent hacking.

7.17 Monthly e-newsletter (English and Hindi Language)

1. Designing and mailing out to all registered subscribers, with mail bounce reports, mail
open & click tracking.
2. Content including a minimum of 800 words text, five photos and one video.
3. Exclusive newsletter for the trade of minimum 500 words text, regarding activities of the
Rural works department and updates on tourism related matters.
4. The agency should acquire audio, video, photo material for the Portal with exclusive rights
or one time usage right as per the requirement.

7.18 Any other innovative ideas

1. Assimilating, editing, summarizing & uploading of Announcements, Orders, etc. in English
and/or Hindi as provided by the RWD GOB. The documents will be provided in English /
Hindi language in Word Document or PDF format.
2. Maintenance & administration of the Rural works department and mirror Portals in
national and International languages.
3. Maintenance & administration of the Rural works department email and department
information Database.
4. Hosting and uploading of content in the other specified languages as and when the text
for the same is made available by the Rural works department on the Portal site.
5. Images / banners / graphics / animated banners creation as per requirement.
6. Creating web pages & integration with the site as and when needed.
7. Maintenance & administration of „Search‟ functionality.
8. Full support to other vendors for application integration as and when required.
9. Dedicated contact team for daily coordination with the RWD GOB.

The RWD GOB will provide the following:

1. Various orders, guidelines, press release, forms, etc for upload in MS Word/ PDF format.
2. Images, Videos, etc. with full copyright protection in formats as available with the Rural
works department. The agency should convert the same to web enabled form as required
at their own cost.

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 3. Contact of one officer who will be the nodal officer from the Rural works department for
all matters related to Portal.
4. All documents to be provided by the RWD GOB will ordinarily be in English and Hindi
language.

7.19 Requirements of the Portal

The Portal should have the following functionality in order to ensure smooth delivery of the
services and functioning of the department:
a. Service Requests/transactions initiated by the citizens/operators shall be routed to the
designated employees of the RWD, based on the defined workflow, for further processing
in the system only if:
1. The version of the form is correct
2. Pre-Scrutiny rules for respective form are satisfied
3. Digital Signatures are valid
4. Necessary fee has been received
b. RWD employee handling the service request should be able to optionally validate the
above.
c. System shall facilitate automatic routing of the work-items/transactions to the respective
RWD employees. Such routing of work-items/transactions shall be based on the following,
at a minimum:
1. Automatic allocation of work-items to the employees based on FIFO mechanism
2. The role and authorization defined in the system
3. Availability and status of employees in the system (e.g. work-items shall not be routed
to employees who are on leave or whose ids are temporarily or permanently
deactivated)
4. Based on the defined work-flow and the designated employees
d. Facility to define the workflow for each type of service.
e. Facility to validate Digital signatures. The digital certificates associated with the signatures
shall be checked against the current Certificate Revocation Lists (CRLs) of the Certificate
Authority,
f. Facility to capture and to provide the workflow in the CFC/RWD in a comprehensive
manner for all the services. Both predefined and ad hoc workflows shall be provided.
g. Facility to automatically provide the status of the work item through response to a request
from the Facilitation Centers.
h. Facility to manually create a work-item (by an authorized officer) and assign to an
individual.
i. Facility to add comments / notes / documents to a work-item during processing. It should
also be possible for entering profiling information or metadata needs for a particular
document (in cases where applicable) as part of this facility,
j. In-built business process controls to capture the validation rules defined for processing the
transactions/work-items
k. Facility to register, approve or reject documents of specified type (as per applicable Acts &
Bye- Laws) by an authorized officer.

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 l. Facility to view all pending transactions, retrieve the corresponding documents, print the
required pages and mark the request as completed. Facility to mark the request as
partially processed, with remarks.
m. Facility for an authorized officer to view pending work-items for all individuals in his/her
purview.
n. Facilities for an authorized officer to retrieve a work-item held by an individual (in his/her
purview) and reassign it to another individual.
o. Facility to automatically escalate a work-item; if it is held beyond the pre-defined period by
an individual. Multiple levels of escalation must be provided. Consequently, it is also
necessary to provide a facility to define the threshold time limits for each transaction or
service category that will be used for the purpose of escalation. This should be a
parameter that can be changed by RWD from time to time.
p. Access to the records / statistics shall be as per the operating span/ geography of control.
q. Facility to view the archived/stored documents (within the purview of the individual) along
withthe notes/ comments; if any.
r. Facility to process complaints filed by individuals, stake holders and businesses through
the workflow functions; including ability to integrate them with the compliance
management, inspection, punitive and prosecution processes.
s. Facility to scan documents, convert them to specified format, allow verification /
authorization and upload this as part of the electronic records, with the necessary
metadata into the appropriate folder hierarchy updating any necessary indices / links
consistent with the application needs.
t. Integrate the email functionality into the rest of the portal system such that all the
escalations, routing activities are notified to the concerned users

7.20 Design and Development of Portal

Vendor should be responsible for design and development of Portal for the RWD which will be
hosted at RWD data centre, including following specifications:
 Domain name registration & web hosting
 Download and upload services on a secure server
 Uploading, changes and maintenances as per requirement
 Business email server required to 500 officer of dept
 A modern clean design that reutilizes the department logo and the other logos
 Database management facility
 User management facility
 Menu Management facility
 Integration with Social media (face book, twitter & YouTube)
 Scalability
 Protocol for forever/periodical, removal/storage be managed
 A responsive mobile design enabling a desktop, laptop and any capable devices to
receive the same level of Portal
 Browser compatibility with explorers, chrome, safari etc

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7.21 RWD Information System Architecture and Requirements
a. Offline Synchronization Solution And Business Continuity
Considering the situation of the network, the solution proposed allow for data access and
manipulation in occasionally connected or offline mode using the solution hosted at the
RWD level offices. This would allow the users to continue to work even during the network
downtime.
b. Multilingual
The solution will be UNICODE based and will support hosting of multi-lingual data/forms
(English & Hindi) and would enable data entry in the multi-lingual formats by the users in
web pages.
c. Usability
The RWD Information System Portal/application should be designed in a user-friendly,
citizen-centric manner and as per the standards laid down in ISO 9241 and the best practices
described in http://www.usability.gov. The usability requirements for the RWD Information
System solution include: user and task analysis, data collection and analysis, information
architecture design, and iterative usability testing.
The Portal pages shall be easy to navigate requiring minimal number of user actions for
availing information or services. The RWD Information System Solution provider should
engage Usability Design Experts to ensure a pleasant user experience in terms of
navigational comfort, look & feel, design of web pages.

The following Section depicts the various modules/services requirement for the RWD
Information System project:-
1. Enterprise Portal: Enterprise Portal will provide a secure unified access point in the form of a
web-based user interface, and will be designed to aggregate and personalize information
through application-specific portals/ webparts.
2. Application Modules: The various application modules are identified the Functional
Requirement Specification is given in Annexure-A.
3. Directory Services: These services will be used to register, authenticate and manage users and
their security privileges. These services will authenticate the Government users and find out
user specific privileges. LDAP (Lightweight Directory Access Protocol) is an Internet protocol
that Government portal users use to look up information from a server. User password
validation will be done from LDAP. Authentication should be conducted using the standards
based LDAP meta-directory server. The user directory capable of providing a unified view of all
user profiles. Directory services shall be able to define centralized authentication &
authorization mechanisms for all network users.
4. Web Application Services: The Web Application Services would be a container to manage the
presentation and application logic. It will provide transactional integrity, scalability and

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 availability services. In addition it manages the session, the requests and responses to and
from its clients and resources.
5. Indexing & Search Services: This tool would be used for indexing and searching all the
repositories of knowledge repository maintained across the portal infrastructure.
6. Workflow: Mailing & Messaging Infrastructure would provide workflow functionality and
email services to Government Employees.
7. MIS Reporting: The following types of reports, but not limited to, are required to be
generated from this sub module. The report should be generated in standard formats like pdf,
xls, doc, etc.
a. Fixed Format Reports: Application should provide robust reporting capabilities.
Application should publish reports using tools such as Microsoft Word or Adobe
Acrobat and the publishing engine can generate output in multiple formats including
PDF, HTML, and Excel etc. The output can also be delivered through email or can be
printed or faxed.
b. Ad-hoc Reports: Application should provide business users with ad hoc query &
analysis capability. Application should create new analyses from scratch or modify
existing analyses in dashboard pages. Business users do not need to understand
physical data storage to combine data from multiple enterprise information sources
intuitively, quickly, & easily. Tools and utilities should be provided to facilitate design
layout using MS Excel, Adobe Acrobat etc.
8. Mailing & Messaging Services: This would be used for sending the alerts as mail message to
the registered users of the Portal and will be used for messaging and calendaring services. The
Mail Server should provide a highly available, scalable and reliable platform for delivering
secure communication services. This server will also act as Messaging Server.

a. It should provide with extensive security features ensuring the privacy of users and the
integrity of communication through user authentication, session encryption, and
content filtering to help prevent spam and viruses, and mechanisms to monitor and
enable regulatory compliance. It should support standard SMTP, IMAP and POP3
services. The Messaging system should provide a secure messaging and collaboration –
email solution with standard features like calendaring, contacts and tasks, Archiving,
Directory and LDAP address book, web based access to emails and support for data
storage. Other features to be supported include – per-user filtering policies, user
management, mailing list manager and synchronization with MS Outlook / Lotus
Notes/equivalent.
b. Mailbox Management Services should provide the facility to manage the mail store on
the SAN. The actual mailboxes would reside on the SAN. Any downtime of this server
would affect all the users, and the communication would come to a stall.

9. Anti-Virus and Anti-Spam Services: Anti-Virus and Anti-Spam would be provisioned to keep
the other servers and application secure from the attack of virus, Trojans and spam. This will

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 also act as a centralized system for updating the virus definitions on the systems across
offices.

7.22 General Requirements of the Application

a. Application should be developed on open standards.
b. The Application Modules should be multi-tier, web-based solution (having web-based
front-end for users and as well as for system administrative functions) having centralized
database, web and application server
c. Any policy level changes in the tax rate, discounts, rebates, penalty, interests etc. should
be possible without any change in the source code of the Application
d. System should work on the latest version of the proposed RDBMS based database systems
e. System should be compatible with all leading web browsers in India
f. System shall be Unicode compliant and support English and Hindi character sets
g. System should provide browser based access on a 24 x 7 basis
h. System should enforce secure login as per the Login process, where the government
official/staff will have to authenticate his/her Username, Password to access the home
page.
i. System, on successful login, should display the Main page or the Home page of the
browser as customized by the user and links to various services as per his/her
customization
j. System should provide the ability to securely access the application(s) from a remote
location
k. System should provide for online help, general information and instructions
l. System should use standard drop-down lists wherever possible for standard values to be
selected by the User
m. System should have capability to cut/ paste/ format, etc. at a field level on the inputs
screens, output screens, etc.
n. System‘s user interface should make use of horizontal and vertical scroll bar feature
wherever needed, depending on the layout of the window
o. System should have an ability to configure restricted and mandatory fields wherever
relevant
p. System should at the time of input pre-fill the field with the next value in the restricted list
that matches the characters which have already been entered
q. System should include a calendar tool which can be used to graphically select a date when
a date field is to be used
r. System should have the functionality to:
i. Define user groups
ii. Define users
iii. Map users to groups
iv. Assign the users a role and privileges in the applications
v. Assign the menus/ forms/ functionalities in the system to the users / groups

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 vi. Grant / impose data-based access / restrictions to the user’s e.g. specific citizens
etc.
vii. Define menus and attach such menus to users/ groups
viii. Disable/re-enable users / groups from the system
ix. Disable / re-enable modules within application
s. System should store all authentication credentials of users in an encrypted format
t. System should suspend the user in case of a specified number of unsuccessful attempts to
logon to the system and these suspended user IDs should only be reactivated by system
administrator
u. System should allow administrator to forcibly log out users, in case needed
v. System should provide the facility for recording of audit trail. System should maintain
following categories of logs:
I. System access logs
II. System health logs
III. System error logs
w. System should have an integrated audit log capable of recording, displaying and reporting
all transactions occurring in the system
x. System should time-out after a stipulated period of idle time.

7.23 Usability Requirements

a. System should be UNICODE compliant and should provide complete support for the Hindi
and English language. It should be able to perform the necessary display, read, write, and
update, query, generating data including all reports etc. operations in Hindi and English for
all modules / functions.
b. Screen layout and designs, menu options, and other system formats etc., should be
designed keeping in mind ease of use by the department staff; and a final signoff from the
nominated department staff to be taken before finalizing any of the above
c. User should be able to customize the browser home page as per his/her interest with the
options selected.
d. Information Dissemination through User Interface of the Application Modules
e. Should allow only the authorized Department officials/ Vendor to update information
obtained from the departments
f. Should be able to add new information components besides the above Should be
accessible to citizens, department officials, other government officials
g. Should not allow any user to upload information beyond his/ authorized sections
h. Should have different presentation layer for each set of users i.e. Information seekers,
updaters, approvers etc.
i. Should update information over the portal only after digital signatures of the concerned
person has been put up on the information update
j. Should ask for digital signature of the concerned person in case of rejection also
k. Should ask for changes from the desired in case of rejection by the department head
l. Should request Department/ Vendor to put his digital signature after each updation

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 m. Should auto generate grievances in case of concerned person or Department/ Vendor are
not performing against their set SLAs

7.24 Forms/ Templates Availability

a. System should store all the forms/templates at predefined location for the selected
services
b. System should be able to retrieve form/template from the predefined location
c. System should allow for form/template to be easily downloadable both through HTML,
PDF and word / open office format
d. System should give service/ process/sub module/ module wise list of forms/templates
required
e. System should provide for printable version of the form/template
f. System should give an error message in case it is not able to retrieve the form/template
from the given location
g. System should have a provision for uploading new version of the forms/templates as and
when it is required to change the version
h. System should maintain the version control for the form/template
i. Forms/templates must carry a version identifier
j. System should have a security feature embedded for changing the version of the form and
should allow only predefined process owners to change the form version
k. System should maintain log for all version change with the details of the process owner
making version change
l. System should not allow to change the fixed fields of the form and should be in read only
version
m. System should be able to make available form/templates should be through Online / portal
n. System should allow for easy searching of the form/template
o. System should have a life counter feature to keep track of number of forms being
downloaded from the portal.

7.25 Status Check

a. System should have integrated auto status tracking features embedded in the overall
architecture of the system
b. System should keep track of all the service requests from the citizens along with the
respective unique application reference id generated at the time of the service request
receipt
c. System should be available in public and administrative view
d. System should be able to keep track of the status of all the service requests with the help
of the respective unique reference id (application id) and map the current status with the
pre-defined service level against each process
e. System should be able to detect any change in the status of a given unique application
reference id

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f. In case there is a change in the status of a unique application reference id , the system
should update the status information in the database
g. System should have provisions for intimating the applicant about the current status of
his/her application through SMS and/or Email especially if there is a change in the status
with respect to the final delivery of the service
h. System should provide details about the internal SLAs (citizen’s charter) to the applicant
and only provide update about the status with respect to the final delivery. This feature
should also allow the system to update the applicant if there is any change in the service
level of the final delivery
i. System should display the links for status check for each service from where the applicant
can retrieve the status information by entering the unique application reference id
j. System should also allow the applicant to retrieve his/her service request through the web
portal by entering the reference id in the link provided on the portal
k. System should display the number from where the applicant can retrieve the status
information by sending SMS along-with the unique application reference id
l. System should also allow the applicant to retrieve update about his/her service request by
sending a SMS containing the unique application reference id to the Application Module
m. System should display an appropriate message if the system is unable to retrieve the
details due to any reason like connectivity issues, maintenance issues, etc. and also
provide contact details of the system administrator and alternate link (if available)
n. System should have Side Menu on each page so as to reflect the contents of the containing
directory, making it easier to navigate the site and locate the link for retrieving update
against a given reference id
o. System should be adequate security features built in the architecture of the system to
ensure that it cannot be hacked or manipulated
p. System should not allow the users to edit the details of the application upon retrieving the
status update against a given reference id
q. System should allow the end user to print the status update information if the applicant is
retrieving the status through the portal or email
r. System should have provision for Calendar System, which displays the dates and time of
schedule events on a page formatted as a standard monthly calendar
s. System should have provisions such that the System Administrator can
add/remove/modify the hierarchy of the Government officials with adequate
authentication mechanism
t. If there is any modification in the hierarchy of the relevant authority against a given
service (in the system), system should automatically map the escalation levels with the
new hierarchy of Government officials.

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7.26 Web Portal Technical

Sr. Web Portal- User Management

1. System would allow user to view any Service information from Departments displayed on
Web portal.
2. User self-registration and first time password change prompt. System would allow user
to login and avail services from any of the modules.
3. During user id creation system would ask for Security question for any password reset
request by user in future.
4. System would prompt user to create password as per security policy. Alphanumeric
passwords would be asked.
5. System would ask user to create a transaction password to be used for performing any
financial transaction with the concerned departments or while making any changes in the
profile.
6. During user id creation, system would ask user to furnish few personal details like
 Name

 Sex

 Age

 Address

 Mobile no.

 Email ID

 Occupation

 Family details

 PAN/License/Passport/Voter Registration No. / UID No. or any other Id proof details.

7. System would prompt user to login using user id and password created and verify them.

8. On successful password match, system would allow the user to login to the portal and
allow him to access his/her profile.
9. On unsuccessful password match, System would generate password error message and
ask user to enter correct password in order to login to his/her profile.
10. System would allow user to view his/her profile after login.

11. System would allow user to edit his/her personal details like Name, Address etc.

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12. System would display the service related information/Instructions to fill up requested
details in the entry forms like applicable fee and documents to be attached/submitted
along with application request.
13. For CFC Operator, system would initially allow CFC operators to login using their login ids
and passwords as given by System administrator. After first time login by all CFC
operators the system would ask them to change their password (alphanumeric) as per
the security policy.
14. After successfully changing the password and verifying the same on to the system, CFC
operator would get access to all the modules, can accept and insert details of the
requests received by the citizens for specific modules.
15. System would display instructions to CFC operators at the time of inserting details in the
request form for various applications.
16. CFC Operator would read out the instructions to citizen like applicable fee, documents
required along with service request and collect the same. Required documents would be
scanned & attached with the request by CFC Operator.
17. System would ask CFC operator “Do you really want to submit the form” to cross-verify
and register a request when he clicks on the submit button for each request.
18. System would allow Department official to login using his/her user id and password as
provided by System administrator.
19. On successful password match, system would allow Department user to access requests
submitted to him/her, pending for his approval or pending for field verification.
20. On unsuccessful password match, System would generate password error message and
ask department user to enter correct password.
21. System would allow Department user to perform service processing functions as
discussed in Department application module in following sections.
 If any of the login details are not authenticated then the User would be shown the
error message “Invalid login details. Please re-enter”.

 Deactivated Users should not be able to login into the application.

 For all other active Users, in case of a successful login, the User would be directed to
“My Dashboard/Profile” section of the application.

22. User Logout: System would allow user to log out whenever he intends to.

23. System would automatically terminate the login session if user closes the window by any
chance without logging out of the system.
24. System would automatically terminate the login session if no activity is noticed in the
profile after login for a specified time interval. The time period defined for session log-
out in must be configurable as per the requirements and when required. By default the
time should be 15 minutes.
25. Once the user has logged out or automatically logged out by the system, the system
would prompt user to re-enter user details and verify password if the user wants to login.

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 26. System would prompt users to change their profile & transaction password after regular
time intervals.
27. System would notify the CFC/Department user on successful password change by
showing alert message on screen during password change. Whereas for citizens an email
would be sent to their registered mail id as specified in their profile informing the change
in password for their user account.
28. In case user forgets the password, system would allow user to reset the password.

29. System would ask user to answer the security question created during profile creation for
resetting the password.
30. System would match the user response with the user records.

31. On successful security question and answer match, system would ask user to update new
password. System would prompt the user to re-enter the new password.
32. System would match the new password entered twice before submission and notify user
on successful password reset activity.
33. In case of unsuccessful match, system would prompt user to enter same password twice
for matching.
34. Once the password has been changed, system shall ask user to use new password for any
request submission.

For any online service request citizens would fill up their details in the web page shown on screen
after selecting the specific department along with attaching the required supporting documents.
System would generate a receipt number for each request submitted by citizen, which would be
displayed on screen after submission of the request and also the details of the request would be
sent on the registered email-id of citizen. Also an intimation of acceptance of the request would
be sent on his/her mobile no. as an SMS. For CFC operator system would ask for all citizen details
at the initial instance as mentioned in the Functional Requirement above. So the email would be
sent on the citizen email id and also an intimation would be sent to citizens mobile no.

7.27 System Workflow & Document Management System

Functions Functionality Compliance
(Y/N)
General  System should assign unique id to every document uploaded
 System should have a facility to create, store, view and update
the document
 System should have a facility to assign the view and edit rights
for existing document by the creator
 System should have a facility to scan upload the documents
 System should have facility to index the submitted documents
for referencing the file no. and transactions
 System should have facility to Store the index such that data
can be easily converted into logical file/ set

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 Different pages of the document should be stored as a single
set. It should assign the image no. to the pages of the single
document. However system should be able to retrieve the
complete document as a single set.
 System should assign note and annotation to the uploaded
document for further reference of any other documents if
required.
 System should allow the documents to be referenced to the
concerned file number.
 System should have facility of archiving the document with
time and date stamp.
 System should have facility to import and export email, print
and encrypt the document
 System should have a facility to manage the version of the
documents and dockets by means of time, user and date
stamps
 System should allow user to search information (within
document) by keying keywords, and page no.
 System should have Search facility to locate documents or
Folders.
 System should allow combined search on Profile, Indexed and
Full Text Search.
 System should allow search for documents or folders on
document or folder profile information such as name, created,
modified or accessed times, keywords, owner etc.
 System should support the view of thumbnails for the pages in
the documents
 System should allow extensive Audit-trails at user, Folder
levels.
 System should allow Audit trails on separate actions, and
between specific date/times.
 System should have Document Repository for managing
information.
 System should have facility for Organizing documents into
hierarchical storage like Folders and Subfolders for
management and classification of information
 System should provide easy filing and indexing for quick
retrieval
 System should Define approval matrix for all departments and
activities
 System should be able to view the names of the people above
and below them in the workflow hierarchy

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 System should allow the user to assign or initiate tasks/ file to
the concerned staff
 System should allow each task should be assigned unique
identification no for further tracking
 System should allow the concerned authority to query on the
status of task. At the same time other person should be able to
reply on the same query
 System should allow to approve or to reject the file. On
rejection system should ask for reason for rejection.
 System should allow to edit the file till it is not approved by the
concerned authority, and maintain the edition history
 System should generate the notification to the concerned
members in approval matrix for required action
 System should follow the hierarchy of approval and file should
not be visible in the member‘s account unless it gets the prior
approval from the concerned authority in the chain who is
supposed to perform action first
 System should generate regular alerts about pending work
items.
 System should allow originator to view the status of the file
and with whom request is pending
 System should escalate the case to supervisor in case the
required action is not taken by the concerned authority within
the timeframe
 System should allow Reviewers to add comments and attach
reference documents to the reviewed document.
 System should documents to be digitally signed by approvers
 System should provide search function to locate tasks by name,
date, status, users, and other parameters
 Process Definition Tool: A graphical or textual tool for defining
the business process. Each activity in the process is associated
with a person or a computer application. Rules are created to
determine how activities progress across the workflow.
 Rules based decision making: Rules for each step to determine
how workflow-related data is to be processed, routed, tracked
and controlled; e.g. a rule might generate e-mail notification
when a condition has been met. Another rule might implement
conditional routing of documents and tasks based on the
content of fields
 Document Routing: Accomplished by passing a file or folder
from one recipient to another, as an e-mail attachment; or
storing the document in and out of central repository

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  Work Lists: Allow users to quickly identify their tasks along with
data such as due date, priority etc.
 Tracking and Logging of Activities: Information about each step
to be logged. This might include start and completion times,
person(s) assigned to work and current status of the activity.
 Administration and Security: identify the users and respective
privileges
 MIS Reports: System should maintain the details/report about
 Originator name, date of initiation, subject etc.
 Hierarchy structure for departments and activities
 Approving authority like name, department, designation etc.
 Report showing list of pending and closed activities in all
workflows.

7.28 Mobile Application

With rapidly increasing levels of mobile penetration and continuous improvement in bandwidth,
and requirements of accessibility and citizen convenience, it has been envisaged to offer more
and more services over mobile devices. The SI must build strong interfaces, technologies,
applications etc. for mobile devices. In order to maximize citizen convenience and bring about
business process improvements, the SI must continuously innovate, upgrade and incorporate such
new technologies that emerge. It is also assumed that Vendors will attempt to include as many
services over mobile devices as possible, beyond the ones explicitly mentioned in this document.

a. The mobile application must be based on latest technology. A mobile application should
normally be structured as a multi-layered application consisting of user experience,
business, and data layers.
b. These layers are same as described in the previous sections. The mobile application should
be designed in such a manner that it should address the following key issues:
1. Authentication and Authorization-Failing to authenticate in occasionally connected
scenarios
2. Caching-Caching unnecessary data on a device that has limited resources
3. Communication- Failing to protect sensitive data over any carrier
4. Data Access-Failing to implement data-access mechanisms that work with
intermittent connectivity
c. The proposed mobile application should be integrated with main application. There should
be facility to PUSH through and PULL through mechanism to get and receive information
using SMS service.

Mobile Application Management:

1. Should provide an enterprise App Store, hosting different Apps, including the solution App.
Should be able to support Apps built using any mobile app technology
2. Should enable App development and Support for both Smartphones and Tablets, along
with App delivery, licensing and configuration
3. Should have features to assist in Device Activation and provisioning

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 4. Should support version tracking and centralized updates of app versions across devices
remotely. Should have functionalities to ensure secure App deployment and also to
enforce regular updates remotely
5. Should provide App Security features allowing remote administrators to handle user
management, data encryption, data backup and compliance.
6. Should provide Role Based Access control
7. Should be able to capture and track all events at device and console. The information
should be visible from remote admin consoles.
8. Solutions with integrated Mobile Device Management functionalities would be preferred.
9. Should support Single Sign-On
10. Should come with mobile threat prevention and recovery system
11. Should support authentication using digital signatures
12. Should provide facilities for secure App connectivity, ensuring secure connectivity for
Apps.
13. Should have facility to download and upload files, including eForms

7.29 Training Services

1. Vendor Should be responsible for providing one time training at single location support on
Application to the selected staff and Call Centre Executives.
2. Training must be in batches of approximately 10 to 12 people.
3. Each Batch would be provided training of approximately 3 to 5 hours on various features
of the software and the process involved in updating /escalating the Grievance status and
the IT infrastructure upgradation.
4. The local Infrastructure required for training including space, computers, internet
connection and projector would be provided by the RWD.
5. All travelling, boarding and lodging cost of the faculty would be borne by the RWD as per
quoted price and must be considered in the quote provided in financial bid of this RFP.
6. The time lines for completion of the project are 6 months and 5 years O&M.

7.30 Specification Of System Software

Specification Of System Software Compliance
Yes/No
Database Specification
Commercially available Enterprise Edition RDBMS with patches and updates
available from OEM for project period
Should be open standard and latest version.
Database License should be un-restricted, to prevent any noncompliance in an
event of customization & integration.
Must support standard SQL Tool for accessing the database having the capability
to monitor, maintain and manage the database instance, objects, and packages.
Must ensure inter-dependency of user concurrency and data consistency. Should
provide non-escalating lock mechanism and multi version read consistency for the
transaction processing.
Should provide database level storage management mechanism for improving
availability by means of redundancy and automatic balancing of data across the

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available disks, i/o balancing across the available disks to have better performance.
Support for central storage of data with multiple instances of database in a
clustered environment access the single database.
Should support connection pooling, load sharing and load balancing when the load
on the application increases.
Must permit connectivity using native connectivity, JDBC, ODBC and connectivity
to various technologies like .NET, ASP, Java etc.
RDBMS should provide native functionality to store XML data, Images, Text within
the database and support search, query functionalities on such type of data
Should be able to compresses table data during all types of data manipulation
operations, including conventional INSERT or UPDATE. It should also be able to
compress structured and unstructured data, compress data while backing up
through utilities and while data is transmitted over the network to minimize data
transmission time.
With multiple processors, RDBMS should have built in capability to utilize all the
processors to optimize query processing.
RDBMS should have built-in backup and recovery tool that can handle online,
incremental backup. RDBMS should facilitate the media recovery, partial recovery
and full recovery and handle block level corruption.
It should be able to recover rows, tables when accidentally deleted. The system
should provide ways and means of recovering database objects i.e. tables, indexes
and subset of data.
Database should have built-in DR solution to replicate the changes happening in
the database to the DR Site with an option to run real-time reports from DR Sites
without stopping the recovery mechanism.
RDBMS should support native, clustering with objectives of scalability and
availability. The solution should provide single image database concurrently
accessed by multiple database servers, without repartitioning or changes to the
database objects or 3rd party transaction routing mechanisms.
Should provide functionality to replicate / propagate the data across different
databases. Ability to add nodes to cluster on fly with no downtime without
unloading/ reloading data.
Should include tools for enterprise class high availability solution like monitoring
performance, diagnose and alert for problems, tuning bottlenecks, resource
monitoring and automatic resource allocation capabilities.
Should provide Single system management view for database / database cluster.
Security features:
Access control, authentication and encryption support must be integral part of the
database system so that the security policy of the organization can be enforced
without changing the application code.
Should ensure access control of data down to the row-level so that multiple users

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with varying access privileges can share the data within the same physical
database.
Should support native optional database level encryption on the table columns,
table spaces or backups as well as the network traffic between the applications.
Should support for enhanced authentication with the help of tokens and biometric
technologies.
RDBMS should provide functionality for classifying data and mediating access to
data based on its classification for multi-level security and mandatory access
control, manage access to data on a "need to know" basis.
RDBMS should support functionality to restrict access by unauthorized database
users - even privileged users - by using powerful access controls built into the
database.
Should prevent application-bypass with multi-factor policies that are enforced in
the database for high security and performance.
Should provide a mechanism to detect, validate and report any authorized and
unauthorized configuration change in real time.
The solution should have option to provide statement substitution, white listing
and black listing for incoming SQL statements. It should be possible to monitor SQL
statements and inline blocking to avoid problems like SQL injection .
The solution should store original copy of logs in the separate soft appliance
system with built-in database and should have provision to create custom reports.
The audit logs at the source database needs to be automatically purged once the
logs move to the soft appliance database.
The Solution should provide multiple mechanism like XML based, OS based, DB -
table based mechanism to collect audit logs from agent to management server .
There should be automated way to collect the audit logs from source system to the
management server, no manual intervention should be required.
Along with audit, it should be possible to generate suitable alerting message if
some authorized access or update happens on critical data.
Solution should have capability to report "before" and "after" values for defined
critical fields.
The solution should audit stored procedure calls and also recursive sql which runs
within the database The solution should provide flexibility to collect logs from
other sources like OS. The solution should provide user role audit (change in users
role, privileges).
Application Server Specification
Application server Software should be based on open standards.
Application server should support Scalable architecture to support active-active
clustering at each layer i.e. Web server, Application server for Fault Tolerance &
Load Balancing.

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Solution should have single, common light-weight web-based administration
interface for database and application server.
Standards based application should have published benchmark.
Proposed application server should provide Functionality for Rolling Upgrade
which allows application of Patch without shutting down the entire cluster.
Application Server should support Scalable architecture to support clustering, Fault
Tolerance & Load Balancing?
Application server platform should be s unicode compliant and should support
SHA2 algorithm for digital certificates.
Solution components should be provided from single OEM to achieve single point
of OEM support mechanism along with native built-in cluster aware connectivity
between app layer and DB layer.
Security
Security solution should provide wide range of security features such as
Authentication, Single Sign-On (SSO), Authorization and Integrated User
management, privileged account management, identity management. The SSO
solution should have out of the box capabilities for web SSO, device SSO, operation
system SSO
Mobile and Smartphone and devices also should be secures using mobile
application management (MAM) and mobile device management (MDM) solution.
Mobile security, device security, portal security, solution security should come
from single enterprise wide security platform for better traceability audit and
manageability.
Solution should support 2 factor authentication and biometric authentication out
of the box without any extra product costs.
Enterprise Portal Specifications :
The proposed portal product should be from the Leader’s quadrant/ wave of latest
Gartner/ Forrester Magic Quadrant/ Wave for Portals (in 2013/ 14)
Portal should enable personalization and configuration at user level
The portal should be capable of directing relevant content and information to
individual users/ roles, and provide end user customization.
Portal should enable content publishing within portal framework. It should support
or should be capable of integrating with an advanced content management
solution. Intention is that the Portal should enable content publishing within portal
framework.
The portal should support workflows.
The portal should not allow concurrent sessions for same user. The system should
automatically log out a customer in case of session breakdowns (e.g.,
communication failure, high inactivity period - these should be parameterized)
The portal should implement security features, such as password complexity,
automatic blocking (temporary/permanent) of user logins after given number of

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unsuccessful login attempts (should be parameterized), controlled access to
content stored on the portal and logging of security incidents. It should by its own
or through an integrated Identity Management solution be capable of managing
security rights and privileges by individual, group and role, and should support
Single Sign On.
Portal should support HTTPS protocol on Secure Socket Layer (SSL).
The portal should support the leading browsers such as Internet Explorer, Firefox,
Chrome etc.
The portal should be able to expose / publish functional applications seamlessly
The portal should provide search engine with advanced full-text search
capabilities. The search engine should be able to search for requests within the
portal.
Should provide support for comprehensive audit trail features such as:
 Daily activities log should be merged into the history log files
 Date, time and user-stamped transaction checklist should be on-line generated
for different transactions
 All transaction screens should display system information
 Daily activity reports should be provided to highlight all the transactions being
processed during the day
 Unsuccessful attempts to log-in to the system should be recorded
Portal should be compatible to mobile devices
Portal should be interoperable with industry standard databases (Oracle, DB2,
Microsoft etc.)
Portal should be capable of Supporting Multilingual content capabilities
In addition the portal should provide the following capabilities
 Should have multilingual capabilities with regional, localization and Unicode
support.
 Should support multiple browsers like IE, Firefox, Chrome, etc.
 Should be able to integrate with common office application
 Should authenticate users from Active Directory/LDAP, claim based
authentication
 Should support web services APIs, BLOB Storage, custom code solutions, REST,
WSRP
 Should support virtualization
 Should support customization of Look and feel of the portal
 Should support a broad range of standards, preferably open standards. Some
examples are DOM 1.0, HTML 5, HTTP, HTTPS, MathML, ODBC , ODF (IS26300) ,
Open XML (IS29500), OpenSearch, OpenType, PDF 1.7, PDF/A, RTF, RSS, ATOM,
SOAP, SVG, REST, UDDI, Unicode, URI/URN, W3C XML Schema, WCAG 2.0,
WebDAV, WSDL, WSRP, XHTML, XML, XML Web Services, XMLDsig, XPATH,
XPS, XSLT

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 Should be able to connect to mobile devices.
 Should integrate with email servers
 Should integrate with instant messaging services
 Should integrate with any other portal products through open standards such
as HTML, XML, RSS, web services, and WSRP.
 Role Based Access
 Should support encryption and compression features
 Should support multiple roles with associated access controls.
 Should support upload, store, organize and share documents
 Should support Podcast Publishing, Rich media streaming and transcoding, Rich
media search and organization
 Should preferably be XHTML 1.0/WCAG 2.0 AA compliant
 Should have content authoring capabilities
 Should have workflow capabilities with regard to the content
approval/publishing process
 Should support Publishing content in web viewable formats
 Should provide multi-channel output capabilities
 Should support editions (versions/rollback) of the web site managed
 Users should be able to upload documents in multiple formats
 Users should be able to upload multiple files at the same time
 Should support 'Drag-and drop' file upload
 Should be able to 'send' documents to a project or group area by email
 Should be able to have embedded viewers for accessing documents in multiple
formats without requiring other applications
 Should support creating and editing rich documents inside the browser
 Should have multi-user editing the same document.
 Should support version control, change tracking and comments in these
documents
 Should support approval workflow
 Should support check In/check Out capabilities
 Should support version Control Capabilities (the number of major versions
supported, minor versions, and branching)
 Should support document linking capabilities (static, dynamic, and/or other)
 Should supports the import of content into the repository
 Should support document and text indexing capabilities
 Should have offline capability for uploading content
 Should support image indexing capabilities
 Should be able to support to store and manage documents in the same
repository
 Should Support Managed Metadata
 Should support Records Management

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 Should support Document Sets
 Should support content archiving capabilities
 Should Support Digital Asset Management
 Should be able to add Site Feeds within a portal
 Should support federated search
 Should be able to customize search
 Should be able to perform read/write/update data to other RDBMS
 Should provide support (out-of-box) drag and drop of documents directly from
File Manager / Windows Explorer to Browser for upload of documents in a
document library.
 Availability of document metadata when offline
 Should support creation of ad hoc query by users
 Application forms should be created as templates and data could be stored
separately.
 Data could be collected in an offline manner; no connectivity to capture data
should be required.
 Bulk update of data should be available to any data source
 While the bulk data is getting uploaded it should also tell for errors if it
encounters any.
Enterprise Content Management Specifications (DMS)
Shall provide check-in/check-out functionality and ensures only one person at a
time can make changes to content.
The product shall allow read-only access to documents that are checked-out.
Shall support for revision control that allows easily tracking new revisions and
rolling back to previous versions.
Product shall permit the users/administrator to define the document management
taxonomy
The product shall restrict volume/folder access based upon group membership
Shall provide subscription capabilities that enable users to subscribe and receive
automatic email notifications when items change or when new content is added to
the system.
Shall provide criteria based subscription capabilities where users/groups are
notified based on the single or combination or criteria or rules. Eg - Subscription
based on project id/name.
Shall provides comprehensive security including role-based, account based, rule-
based and content-level security models, ensuring only the right people can access
protected information.
Supports integration with enterprise standards such as Active Directory, LDAP.
Provides automatic conversion of over common file formats to consumption-
friendly formats such as HTML, XML and PDF.
Supports an integrated graphical workflow engine that enables creating workflows

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more efficiently.
Shall support for tagging and taxonomy. Content should have metadata associated
when checked-in.
Shall supports personalization based on user security and rules that can be defined
by an administrator.
Content items should be indexed immediately upon check-in, resulting in quick and
easy retrieval with full-text and metadata searches. Regardless of the query, all
searches are automatically filtered by user’s security privileges.
The search capabilities shall be a part of Document Management System (DMS).
There shall not be any extra licensing or additional costs incurred for the search
engine available with the Document Management System
Digital Asset Management:
System should have in-built Digital Asset Management module which provides the
ability to create and interact with multiple renditions (conversions) for each image,
and multiple streaming media format renditions for each video.
Automatically create multiple formats of a corporate image or video and create
additional formats with various aspect ratio on ingestion
Support the ability for business users to directly access the DAM assets from within
MS office for selection and use in documents
Support multiple definitions of sets of renditions to be created for different classes
of assets
Support automatic selection of rendition set to be created based on metadata
driven business rules
Support users selection of rendition set for an asset at checkin
Users can easily access the appropriate size and format for PPT, the Web, or other
collateral.
System should have support for management of image formats such as JPG, GIF,
PNG, TIFF, PSD, and BMP; as well as output formats such as JPG, GIF, PNG, and
PSD.
System should have support for video formats such as Flash, Real, Windows Media
Format, QuickTime, and others. Image and Video metadata is extracted and
associated with the content item as object metadata.
Support Storyboards for ingested vide assets
Ability to manage DAM assets as records
Records Management:
System should be able to classify any piece of content as a record
System should be able to automatically define records using criteria (i.e. “implicit”
records management)
Ability to Search, view and print audit trail information and file plan details right
from the Web browser
Ability to create file plans with any number of record categories or folders and

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assign disposition schedules
System security should distinguish between record viewing, record creation and
file plan creation/administration
System's record management should be DoD v3 certified (including FOIA & PA RM)
Ability to bring in search Results that are relevant to business functions rather than
a popularity ranking
Solution to support search taking into consideration complexity of enterprise
security policies
Solution should provide ability to check user credentials at search time
Solution should provide ability to integrate with application security at time of
index, time of search, or both
System should ensure that as search results list is built, user authentication is
checked to verify their ability to see each result - either crawl time or query time
authentication may be implemented, or both
Web Content Management:
System should support centralize control of site architecture, navigation and
presentation
Ability to distribute the actual Portal development, deployment and ongoing
management to the business users
System should provide re-usable content and XML-based fragments
System should provide libraries of re-usable components for distributed Web site
development
The system should provide ability to leverage multiple display templates for a
content item
Solution should have the capability of giving content authors the ability to easily
add, modify and approve content within the context of their Web sites
System should support in-context Portal contribution, preview, updates and
approvals
Solution should support dynamic and scheduled publishing models
System should provide support for multi-site management
System should support multi-channel delivery

7.31 User interface and Access Channels of Department Portal

It is envisaged that the Portal will be hosted centrally, at the specified Data Centre location, and
will be accessed by all the stakeholder, authorized users as well as citizens through various
means and mechanisms and request / obtain required services through various channels. Some
the key access channels envisaged for the Portal are described below:

1. Web Browser:
Access over Internet / through Web Browsers will be one the keyaccess mechanisms for the
Portal. All the Portal ecosystem partners will connect to the Portal via Internet. The
Departmental Portal and Department officials will have access via internet and a special

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Gateway to NKN will be provisioned for the broadband connection. The SDA is required to
design the NKN Gateway and access mechanism in this regard, in consultation with stakeholders,
including Department. The access rights for the contents and modules of the Portal will be
managed through the ‘role based access control’ (RBAC) mapped to individual / group login
credentials. The Portal should have both static and dynamic information / content that should be
available and accessible through a web browser via Internet. The kind of information / content
to be displayed on the web portal will be managed and controlled through the ‘Application
Admin’ module and ‘Content Management’ module of the Portal with an intention of making
most of the information available for Stakeholders consumption through the web portal. The
SDA is required to develop a comprehensive browser based information control and display
feature through these modules.

2. Mobile Devices and tablets:

It is envisaged that the Portal will also be accessible through various Mobile devices and smart
phones, through defined mobile application or normal browsing through a mobile device. All the
features and functionalities as defined for the access mechanism through Web Browser /
Internet will also be applicable in case of accessing the Portal through any mobile device. The
SDA will need to optimize the Portal web content, with user friendly features so that the Users
can easily browse and operate the service features through these devices. Some of the key
requirements related to Mobile Apps, but not limited to, are mentioned below:

1. The Mobile Apps should provide an intuitive and user friendly GUI that enables users to
navigate and apply actions with ease. The GUI should be responsive with very little or no
delays or time lag at launch or whilst navigating through screens.
2. The Mobile Apps should enable ease of configuration and changes to existing GUIs, and
support the introduction of new screens.
3. The Mobile Apps should provide on screen tips and online help to aid users while
interacting with it.
4. Should make use of data available in the existing Database and reduce duplicate data entry
5. Provide way for users to provide feedback on the mobile apps, a quick way to report bugs,
and provide suggestions or criticisms.
6. Incorporate analytics into mobile app, to track and identify users experience and actions.
7. Apps should be easily customizable and easy to Administer data in the Portal Database
8. Network level security, traffic should be encrypted using secured connectivity
9. Should support real time information via GPS availability
10. Should provide mobile Apps download based on phone OS and services
11. Apps should structure overall content with proper tagging to make them screen reader
friendly.
12. Apps should ensure Compatibility with all platforms like windows, Android, iOS etc.
13. Apps solution should develop Resolution independent design structure i.e. Mobile Apps
should adjust itself automatically as per the screen resolution of the Mobile i.e. 1024*768,
1200*800 etc.
14. Mobile Apps should work flawlessly across different platforms
15. There should be minimum use flash contents so that home page should be loaded quickly
16. It should not occupy excess client’s Mobile RAM.

It is envisaged that the Department will be provided with tabs, for easy accessibility and
mobility, using which they can access the Portal through a data connection. These tabs are

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 expected to be pre-loaded with the basic content and tool kits, required for their day to day
work. Since these contents will need to be updated frequently, the tabs are envisaged to be
synced with the Portal and download the updates etc. The SDA will be required to load the tabs
with the basic content, as per requirements defined by Department, and provide a mechanism
so that these devices can sync with Portal over Internet and download the updated content.

3. CSCs / ePRIs/Cyber café :

One of the access channels through which interested Citizens will be able to avail services is
through CSCs and ePRIs, implemented under the State e-Governance Plan (NeGP) formulated by
the Department of Electronics and Information Technology (DeitY), Government of India. The
Common Services Centres (CSCs) are ICT enabled front end service delivery points at the village
level, providing various citizen centric services. It is envisaged that the Portal will be accessible
through Internet at these Centres and the operators will be able to assist the interested citizens
with information and services as required. The responsibilities of the operators at these Centres
will be limited to providing required information, logging grievances / complaints and uploading
/ updating data / information.
4. Email / SMS:
The Portal is envisaged to send alerts / intimations / automated messages to registered email
and mobile number, based on preferences set up / opted by individual users. An authenticated
SMTP mail service (also known as a SMTP relay or smart host) is envisaged to be integrated
under the NIC/DeitY framework for sending mails from Portal, and delivered to intended inbox
or mobile device. For text messages, integration with either ‘Mobile e-governance Service
Delivery Gateway’ (MSDG) or another SMS Gateway, as provided by the SDA is envisaged. The
MSDG is established to deliver Government services over mobile devices using mobile
applications installed on user's mobile handsets. As MSDG is developed based on IIP/IIS
(Interoperability Interface Protocol / Interoperability Interface Specifications) standards of
government of India, it provides seamless integration with backend Department through existing
NSDG/SSDG eGov exchange infrastructure and provides different set of mobile based services to
both Department and citizens. However, the SDA is free to provide another SMS Gateway
services at no additional cost to Department, as part of integrated Portal solution, but the
services and its quality should not be compromised.

7.32 Activities management

Activities management feature of the tool must support the following features:
1. View and prioritize all your individual and team activities
2. Filter and view your activities by keyword, priority, and status
3. Start a new activity and set goals, due date, and tags for it
4. Add relevant activity entries, including messages, e-mails, tasks, files, instant messages,
and Web links Organize activities according to how you work, adding activity entries as
they happen, or providing comments to existing entries
5. Ability to invite others to participate in an activity so they can view the information and
add entries to get the task done quickly
6. Notify another user when an item has been added to a task
7. Create repeating activities from a template that can contain entries, to dos, tags, members

File sharing feature of the tool must support the following features:
1. Ability to upload and download multiple files.

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 2. File sharing capabilities which supports sharing file publicly within intranet, restricted to
certain people within the organization or private; reporting such as how many times a
shared file had been downloaded and who had downloaded must be out of the box.
3. Subscribe to update notifications in case a new version of the previously downloaded file
becomes available.
4. Control access to individual files.
5. File upload possible from regular desktop operating systems and smart-phones such as
Android or iOS based.
6. Extensive reporting capabilities with out of the box solution is envisaged so that the
different community owners should know how many people are participating in
discussions or contributing towards intellectual capital. How many people are active on
corporate collaboration tool and helping each other?
7. The Social Platform must have out of the box integration with proposed Portal and Web
Content Management platform, so that users can access contents, applications and
collaborate with the peers in-context.
8. Portal should support moderation of sites to avoid spam, advertisements and
inappropriate content.
9. Portal should enable marking of all electronic content (text, photo, video or otherwise) as
Copyright of Department
10. Portal should allow document tagging.

7.33 Report Management of Portal

a. MIS Reports:
This reporting feature of Portal is envisaged to allow authorized Users the ability to have a
customized view of the entire list of reports they use or wish to use. Required security will be
applied to this module providing a restricted access as per different category of Users within the
Portal ecosystem. This module will be further linked to the Personalized Dashboard where the
same links to these reports can be displayed in small portals, so that any User may not always
search for their frequently used reports from the Reports module, and they can add it to their
own Dashboard for ease of use. All the reports made available need to be controlled through
‘Admin’ module for variable access depending upon the nature and status of the User. The
access control list of the reporting servers needs to be mapped and configured with the admin
access control policies. Following are the kinds of reports proposed as part of Portal, but not
limited to:

b. All / Fixed Reports :

This subsection within the Reports module will have a list of all fixed reports as a hyperlink,
which will display the reports as per pre-defined logic / query on the screen, with the option of
exporting the report to different formats (PDF, HTML, word, excel or comma separated values),
Print and / or Save the reports. All these may be one click fixed reports or maybe dynamic to
allow changes to only certain parameters (like date or period range, location, etc. though
dropdown fields) in the pre-defined query and then execute the command to prepare the
report. The Users will also have the option is make the selections as ‘Default’ so that every
subsequent time the reports are generated on a single click as per the selected parameters,
without having to change those every time.

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c. Custom Reports / Adhoc Reports
An UI interface will be provided to specific users that will give them view of the solution
database providing the ability to generate custom reports as and when required by selecting any
particular field, table or column (as per Database design) by drag and drop feature. The UI will
help form simple queries and execute them by providing the user with ability to select fields /
tables from the display and enter certain basic parameters. The filter criteria and other user
friendly features will also be provided for ease of use. The screen view of the report will be
displayed and then the user will have option of exporting it to different formats as also
mentioned above. The key features of this functionality will be as follows:

a. This functionality will be permission restricted. Based on the type of rights / permissions
granted to any user, they will have ability to view the tables of the solution database through
the User interface.

b. Report Builder tool may be used to implement this functionality so that Users can easily
create and execute queries by only entering the basic parameters. However the decision of
Department in this matter will be final and binding on all parties concerned.
d. My Reports
This subsection will have a list of reports as a bookmark that is frequently used by the internal
users, as a kind of personalized section displaying only the preferred reports for any User. These
frequently used reports will be a subset of the All / Fixed reports and would be bookmarked to
appear on his / her personalized dashboard also, as customized by the individual Users.

All the required reports, by each of the stakeholders / Users, must be immediately generated.
The solution architecture and the Database design must enable fast retrieval of data, supported
by optimized solution interface.

Note: SDA is required to Developed and provide approximately 50 distinct reports as a part of.
(Decided Later)

7.34 Project Management Services for Call Center

Considering the low IT capabilities at Rural Works Department, Bidder is required to deploy
experienced and trained manpower for smooth functioning of the project. Suitable manpower
need to be deployed at centralized infrastructure and Back-office infrastructure, during the
project period to meet the project objectives and outcomes. SI would also be responsible to
provide services of Database Administrator during contract period.

Qualifications for manpower: The Bidder would need to ensure that adequate & sufficiently
trained resources are deployed to manage the Centralised Infrastructure components to meet the
SLA and functional requirements of the project. The minimum qualifications and skills
requirements are given in the table below:

S.no Position Qualification &Experience Total Period Location of

Details Required Deployment

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1 Project Education: Full Time MCA/B.Tech/B.E. 1 5 Years Patna
Manager from a reputed institute
Total Experience: At least 5 years in IT
domain should have more than 4 years
of experience of handling such large
projects as a project manager
Languages known (Read, Write and
Speak): Hindi, English Excellent writing,
communication, time management and
multi-tasking skills
2 Database Education: Full time MCA/ M. Tech/ B. 1 5 Years Patna
Technical Tech/ B.E
Support Total Experience: Certified DBA with at
least 3 Years in IT domain Should have
experience of more than 3 years as a
Database Administrator in large
projects of similar nature with
experience in database activities like
instance tuning, schema management,
space management, backup and
recovery, disaster recovery, data
replication, database refresh etc.
3 Software Education: Full Time MCA/B.Tech/B.E. 2 5 Years Patna
Maintenance from a reputed institute
Experts . Total Experience: At least 3 Years in IT
domain
Should have more than 3 years of
experience as team member of handling
such large projects.
Very Good Software Development Skill
4 Call Center Qualification: B. E. / B Tech. (Computer 2 5 Years Patna
Supervisor Science/IT) / MCA / MS (IT) from recognized
institute.
Experience: Minimum 2 years of experience
in call center, software Maintenance and
Handholding Support
5 Call Center Diploma/ Graduate in Computer applications 5 5 Years Patna
Executives with 3-4 years’ experience in MIS with good
communication skills in English and Hindi
and with extensive experience on computer.
Good typing speed.

7.35 Project Management Services for Advice center And Helpline

Online public grievance Redressal system for public convenience and have an IVR customized
With it, to lodge a complaint and or to have known the status/track of the complaints already
lodge to the caller. This Helpdesk/call centre shall handle manual information facilitation
through operator s/Officials to have made information to the caller or interacting persons

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 responded with the knowledge they have or with retrieval of information from other existing
system in use for the objects.

7.36 Call handling Process:

The call on Toll Free number 1800-3456-179 should land at the IVR of the Call Centre
where the caller would be greeted in Hindi and prompted to choose one of the two
languages- Hindi or English. Based on language selection, the call should be land at the
next available agent in the respective queue. The customer information for registered
customers must be displayed on the screen of the agent in case the calling customer is
already registered with the Centre using the number he/she will be calling from. Else,
agent must capture information of the customer and add him/ her to the portal database.
In case, customer is registered using different numbers; his new number must be updated
in his profile after confirmation from him/her.

Call handling process should follow below steps:

 This system should follow the Bottom-up approach.
 Online web based MIS Interface.
 Complainant should register the complaint through Web, Phone or E-mail.
 Call should be diverted to particular operator’s desk through IVRS.
 The caller’s number from which he is calling should be automatically displayed on the
screen through IVRS integration and if the number will be already registered then the
information of that caller will be automatically displayed on the screen.
 Operator will login the details of the caller into the system with personal details and
complaint subject &complaint area.
 Automatic complaint ID should be generated by the system for future reference.
 A receipt with necessary fields should be generated. (It can be customized)
 Complaint ID
 Name
 Address
 Telephone no.
 Nature of complaint
 Date and time
 As the complaint is registered, it must be allotted to particular departmental official
(Level 1 i.e. lowest level) by SMS/E-mail. The official has to resolve the particular
complaint within the pre defined time period.
 If the call remains pending for more than the defined time period, the complaint
must be escalated to the next higher level authority for further action.(Level 2/ Level
3)
 Once the complaint is resolved the operator will take feedback by making outbound
call.
 Citizen should be able view the status of his complaint on the web portal.

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  The proposed solution must have voice logger feature for recording all conversations
related to complaints.
a) Vendor should be responsible for hosting the Proposed Application at RWD servers.
b) Vendor must provide minimum hardware requirements for the proposed solution
establishing data center along with proposed solution.
c) All hardware equipments such as servers, PCs, UPS, etc will be supplied by Vendor.
d) The Department will provide space, electricity, electrical point, furniture, connectivity, for
establishing Data Centre.
e) All recurring charges of the infrastructure including consumables, recurring telecom
charges, recurring SMS charges have to be borne by the RWD.

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 8. REQUIREMENT OF SLSS

The application software components would be simple to use for stakeholders. The total set of
software components would be uniform in their user interface, being consistent in their use and
meaning of keystrokes and sequences and in their visual presentations to the user. The user
interface for all kinds of users (Citizen, Business, Government employee, etc.) should be the RWD
Portal, key requirements for which are explained in the subsequent section.
a. Project Requirements Study: The SI shall study and understand the requirements of the
project for designing the workable technology solution. Based on the requirements study, SI
shall submit a project plan for application development which should be agreed upon with
Purchaser through a formal sign off. The SI has to submit a detailed project plan.
b. Solution Design: The SI shall design the solution, which includes portal solution framework,
application software solution, security architecture, network architecture, data flow
requirements, data storage requirements, encryption at various levels of the solution etc. The
solution design should be based on system standards to enable the interoperability and
integration of solution with external solutions. The SI will submit the System Requirements
Specifications (SRS), Solution Design Document (SDD) and Information Security Plan (in
conformity with ISO 27001) to Purchaser and should obtain the sign off on the design
document before commencing the development of the solution.
c. Solution Development: The SI would develop the solution based on the system specifications
frozen during systems requirements study and design phase.
d. Application Software Testing: The SI shall identify various testing requirements of the solution
and shall design test cases for the identified testing requirements including Unit Testing,
System Testing, and Regression testing, Acceptance testing etc. The SI shall obtain the sign-off
from Purchaser on solution testing approach and plan. The SI shall perform the testing of the
solution based on the approved test plan, document the results and shall fix the bugs found
during the testing.
e. Solution Implementation: The SI shall be responsible for implementation of the solution,
which includes implementation of application software in all the project sites (all RWD/Kiosks).
The SI shall be responsible for defining and Implement ITSM/ITIL based IT asset management
policy
f. Documentation: Preparation of documents will include technical and user manuals,
operational manual, maintenance manuals, etc. SI shall obtain the sign-off from Purchaser for
all the documents submitted for the solution.
g. Integration with State Service Delivery Gateway and other required external systems would be
the responsibility of the SI.
h. It will be the responsibility of the SI to arrange the necessary development tools and
hardware/software required. During the implementation and commissioning, circumstances
may arise when some of the functions (applications) at site have been computerized and some
are still manual. The SI must state how the proposed applications will function in this interim

84
 period and how the applications will cater for circumstances where a site that is computerized
or manual will communicate with other computerized or manual sites.
i. Application Software Architecture: The indicative Application software architecture is depicted
below:
The application architecture would be designed to provide modular and efficient framework
that
i. Will support multi-tenancy
ii. Will be multi-user and provide help facility through use of Function keys
iii. Automatic session time out
iv. Prompt facility in searching for the correct code for coded parameters
v. Ability to discard all data when the transaction is incomplete (Should not save)
vi. To carry forward data from a previous screen
vii. An audit trail for all transactions must be generated
viii. Procedures for data exchange with interfaced applications
ix. Web based GUI for all the business functionality
x. Integrated web based Workflow System
xi. Optimal response time
xii. Unicode Standard based dual language interface
xiii. Highly available, reliable and scalable application
xiv. Highly transactional as well as MIS capable for all data elements
xv. Capability of Integration with third-party authentication devices like Biometrics etc.

j. Various layers of the Application software architecture is described as below:

i. Client: The client end application of the RWD Information System would be web-enabled
and would run on any web browser. The system framework would support all widely used
web browsers as per industry standards.
ii. Application Container: This will be deployed in a cost effective and robust technology
keeping in mind the interoperability and portability of the system.
iii. Presentation Layer: Presentation tier should enforce uniform header, footer and standard
side bar items and navigation in each screen to maintain uniform look and feel of the data
across various departments and services and is supported by Unicode standard including
English and Hindi for content viewing and entering the data in online forms. In
Presentation layer, custom tag library and scripting language may be used for partial form
submission and client side validations.
iv. Business Layer: Business Layer will implement the business process flow and logic that
drives the business functionality. Inter-operable and open standard/protocols like web
service, APIs, a standard framework like UML or Object Rational mapping may be used for
development to make business layer a platform independent application. Business layer
will implement the application functionalities. This layer would also give functionality for
data exchange using web service based component or database synchronization with
external agency. This will have provision to keep all the user activity to be audited and
logged during the business process.

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 v. Persistence Layer: It has been visualized that the application would manage very high
volume of data, and store a large amount of data into the database for long term
preservation of records at various repositories. It is mandatory to ensure faster access
and better manageability of every repository in the database.

External System: System would require communicating with external applications or legacy
systems running in other organizations. Web service interface would be provided to
communicate with external systems. Offline data exchange using files would also supported by
this layer

8.1 Requirement for Adherence to Standards

The following Technology and standards should be used while developing and implementing the
overall solution for RWD Information System:
Application Standard
Workflow Design WFMC /BPEL or Equivalent Standard
Portal Development W3C Specification
Information access / transfer SOAP, HTTP/HTTPS, UDDI, WSDL, XML
Protocols
Interoperability Web Services, Open Standard
Photograph JPEG(minimum resolution 640 X 480 Pixels
Scanned Documents TIFF ( Resolution of 600 X 600 dpi)
Finger print scanning IAFIS specification
Digital signature RSA standards
Document encryption PKCS specification
Information Security ISO 27001 certified System
Operational Integrity & Security ISO 17799 certified System
Management
Operation ISO 9001 Certified
IT Infrastructure management ITIL/ EITM specification
Service Management ISO 20000 specifications or latest
Project Documentation IEEE/ISO Specifications for documentation
Data Standards All important data entities would be in line with standards
published by DIT (http://egovstandards.gov.in)
Localization Standards All Applications would comply with standards published on
http://egovstandards.gov.in to ensure common look and feel.

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 9. IMPLEMENTATION SCHEDULE:

S. No Milestone Completion Time

1 Requirement Study, Business Process re-engineering for best fit T+ 6 WEEKS
solution and preparation of SRS
2 Design of Web Based Integrated portal application T+ 14 weeks
3 Development of Web Based Integrated application T+ 24 Weeks
4 Set up Installation & commissioning of Data center and Call T+ 8 weeks
Center Hardware
5 User Acceptance of Call Center and Data Center T+ 25 weeks
6 Go live (Successful deployment of Application) T+ 26 weeks
7 Training of the staff on application T+ 26 weeks
8 Project Management Manpower Deployment T+ 8 Weeks

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 10. ROLES AND RESPONSIBILITIES

Responsibly of Work RWD Service

Provider
Space Allocation , Electric Power/solar / Gen set at Office Y
Internet Connectivity with Backup to head office at Patna Y
Based on MPLS Minimum 10 MBPS and 4 MBPSBackup
Application Development Y
Backup and Recovery of Database Y
Installation of Necessary application Software in Office and Y
Datacenter
Deployment Of Manpower at HQ Y
Data Migration Related Work Y
Maintenance of Application Software,5 years from date of LOI Y
Monitoring of work flow Y Y
Reporting on completion Y Y
Exit Management Y Y
Sign off Certificate on completion of Contract and successful Exit Y Y
Management
Data Availability from other department in .xml or .xls format for Y
migration if required
Data entry of employee master data Y
Data Center and Call Center Setup Y
Source code of entire Software Y

Note:-Source Code will be provided by the bidder from day one. In case of completion or
termination of project bidder will provide the updated software.

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11. PRE – QUALIFICATION CRITERIA

A. The invitation for bids is open to all entities registered in India who fulfill
prequalification criteria as specified below.

B. Biddermust not have been blacklisted/banned/declared ineligible by any entity of

any State Government or Govt. of India or any Local Self Government body or public
undertaking in India for participation in future bids for unsatisfactory past
performance, corrupt, fraudulent or any other unethical business practices or for any
other reason.

C. Projects executed for bidder’s own or bidder’s group of companies or bidder’s

consortium/JV companies shall not be considered.

D. The Bidders shall satisfy all of the criteria below:

a) For each category of pre qualification criteria, the documentary evidence is to be

produced with prequalification / technical bids. If the documentary proof is not
enclosed for any or all criteria the submission of Tender is liable for rejection. The
bidder or Lead Bidder shall meet the all following criteria for eligibility:

b) The participation is restricted to companies registered under company act 1956 in

India.

c) The Bidder should be registered with Service Taxes, Commercial Tax, Income Tax
(PAN/TAN) ,ESI and EPF authorities with valid Certification.

d) The Bidder should be an established IT services company, and should have been in
operation for a period of at least 5 years as on 1st January 2016, as evidenced by the
Certificate of In Department and Certificate of Commencement of Business issued by
the Registrar of Companies;

e) The bidder must have an office in Patna, Bihar or should furnish an undertaking that
the same would be established within one month of signing the contract.

f) The Bidder should be a profitable vendor for the last three years as on 31st March 2015
and must have average annual turnover of not less than Rs. 2 Crores in the last three
financial years (as on 31-03-2015) from Software and Services, Application
Customization, Integration with legacy systems, Deployment and Maintenance, as
evidenced by the audited accounts of the company.

g) The Bidder should have a positive net worth of last three year as on the date of bid
submission and should be a profit making company.

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h) The Bidder should be a profit making company as on March 31, 2015 (earned net profit
in each of the last three financial years), as evidenced by the audited accounts of the
company.

i) The bidder must have been assessed and must possess a valid ISO 9001:2008, ISO
27001, ISO 14001 or above certificate as on the date of submission of bid.

j) The Bidder should have experience of implementation of at least one IC T/ e -

Gov e rn a nc e projects for Government/PSU (Involving Installation and supply of
integrated IT System with Servers and Software with ATS Support etc.) with a project
valueeach of Rs. 1.00 Cr or above as evidenced by the certificate issued by a competent
authority of the concerned government organization(s). Completion Certificate from
Client confirming year and value of Bidder’s scope of work, scope and value of work
completed by the Bidder and its value along with Reference details of the Client must be
submitted.

k) The Bidder should have experience of implementation of at least One IC T/ e-

Gov e rn a nc e projects for Government/PSU (Involving software development
,Customization, implementation, Integration, Post Implementation Support etc.) with a
project value each of Rs. 5.00 Cr or above as evidenced by the certificate issued by a
competent authority of the concerned government organization(s). Completion
Certificate from Client confirming year and value of Bidder’s scope of work, scope and
value of work completed by the Bidder and its value along with Reference details of the
Client must be submitted.

l) The bidder must have prior experience of implementing at least 1 Software

Development Services Projects for any State /Central Govt/PSUs anywhere in India in
the last five years. Each project must be worth at least Rs. 50 Lakhs Bidder must
provide as a supporting documentary proof in form of work order confirming year and
area of activity, value of services to be delivered for the project, Completion Certificate
from Client confirming year and value of Bidder’s scope of work, scope of work
completed by the Bidder and its value along with Reference details of the Client.

m) The Bidder should have experience of implementation of at least 1 Live Mobile

Application Project in M - Go ve r na n ce projects for Government/PSU (Involving
Mobile Apps (Android/IOS) development / Customization, implementation,
Integration, Post Implementation Support etc.) with a project value each of Rs. 50 Lakhs
or above as evidenced by the certificate issued by a competent authority of the
concerned government organization(s). Completion Certificate from Client confirming
year and value of Bidder’s scope of work, scope and value of work completed by the
Bidder and its value along with Reference details of the Client must be submitted.

n) The Bidder should have experience of deployment of 50 technical manpower support

in state wide (Covering 75% of Districts) e - Go ve r na n ce projects for State

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 Government/Cental Govt/PSU for Post Implementation/Support with a project
valueeach of Rs. 3.00 Cr or above and duration of project was at least 2 years as
evidenced by the certificate issued by a competent authority of the concerned
government organization(s). Completion Certificate from Client confirming year and
value of Bidder’s scope of work, scope and value of work completed by the Bidder and
its value along with Reference details of the Client must be submitted.

o) The Bidder should have experience of running grievance center /Call center/Support
center for technical support in e-G ov e rn an c e projects for State Government/Cental
Govt/PSU for Post Implementation/Support with the duration of project was at least 2
years as evidenced by the certificate issued by a competent authority of the concerned
government organization(s). Completion Certificate from Client confirming year and
value of Bidder’s scope of work, scope and value of work completed by the Bidder and
its value along with Reference details of the Client must be submitted.

p) Joint Venture , Sub-Contracting ,Consortium not allowed. Project Executed in

Indian/State Government, Indian/State Government PSUs, and State Government will be
considered. Private, Global or overseas orders not considered. Pre-Qualification Proposal
needs to be submitted to conclusively demonstrate that the Bidder completely meets all the
eligibility criteria mentioned above.

q) The bidder must have been assessed and must possess a valid certification for CMMi
level 3 or better as on date of submission of bid.

A Pre-Qualification Proposal needs to be submitted to conclusively demonstrate that

the Bidder completely meets all the eligibility criteria mentioned above.

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12. BID OPENING AND EVALUATION PROCESS

A. Purchaser reserves the rights at all times to postpone or cancel a scheduled bid opening.

B. The bids will be opened in two parts, one for pre-qualification & Technical and one
for Commercial bid of those bidders whose technical bid qualifies, in the presence
of bidders representatives who choose to attend the bid opening sessions on the specified
date, time and address.

C. The bidder’s representatives who are present shall sign a register evidencing their
attendance. In the event of the specified date of bid opening being declared a holiday, the
Bids shall be opened at the same time and location on the next working day. However if
there is no representative of the bidder, Purchaser shall go ahead and open the bids.

D. During bid opening preliminary scrutiny of the bid documents will be made to
determine whether they are complete, whether required bid security has been furnished,
whether the documents have been properly signed, and whether the bids are generally in
order. Bids not conforming to such preliminary requirements will be prima facie rejected.

OverallEvaluationProcess

a) AThreeStageevaluationprocedurewillbeadoptedforevaluationofproposals,withthetechnical
evaluationbeingcompletedbeforethecommercial proposalsareopened andcompared.

b) Purchaserwillreviewthetechnicalbidsoftheshort-listedbidderstodeterminewhetherthe
technical bids aresubstantiallyresponsive. Bids thatare notsubstantiallyresponsiveare
liableto be disqualified. Purchaser mayseek inputs from their professional, external
experts in the technical andcommercialevaluationprocess.

c) Purchasershallassigntechnicalscoretothebiddersbasedonthetechnicalevaluationcriteria.
Thebidderswithatechnicalscoreabovethethresholdasspecifiedinthetechnicalevaluation
criteriashalltechnicallyqualifyfor thecommercial evaluationstage.

d) Thecommercialbidsforthetechnicallyqualifiedbidderswillthenbeopenedandreviewedto
determinewhetherthecommercialbidsaresubstantiallyresponsive.

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13. EVALUATION OF PRE –QUALIFICATION BIDS

a) For the evaluation of Pre - qualification Bid the documentation furnished by the Bidder will
be examined to check if all the eligibility requirements stated in Pre - qualification Section
d furnished in accordance with the RFP. The Purchaser may ask the Bidder for additional
information whenever the Supplier feels that such information would be required. This
may also include reference checks to verify credentials submitted by the Bidder.

b) Proposals not meeting the pre-qualification criteria will not be processed further beyond
this stage.

22.1 Evaluation of Technical Proposals

The evaluation of the Technical bids will be carried out in the following manner:

a) The bidders' technical solution proposed in the bid document is evaluated as per
the requirements specified in the RFP and adopting the evaluation criteria spelt out in this
RFP. The Bidders are required to submit all required documentation in support of the
evaluation criteria specified (e.g. detailed project citations and completion certificates,
client contact information for verification, profiles of project resources and all others) as
required for technical evaluation.

The committee may seek clarifications from the bidders. The primary function of clarifications in
the evaluation process is to clarify ambiguities and uncertainties arising out of the evaluation of
the bid documents.

22.2 Technical evaluation methodology

a) Each Technical Bid willbeassigned a technical scoreout of amaximumof 100points.

b) Onlythebidders,whoscoreatotalTechnicalscoreof 70(Seventy)ormore,willqualify for
theevaluationoftheir commercialbids.
c) Thecommercialbidsofbidderswhodonotqualifytechnicallyshallbereturnedunopened tothe
bidder’srepresentatives afterthe completionof theevaluationprocess.
d) Thetechnicalscoresofthebidderswillbeannouncedpriortotheopeningofthefinancial bids.
e) Thetechnicallyshortlistedbidderswillbeinformedofthedateandvenueoftheopeningof the
commercial bidsthroughan oral/written (e mail) communication.

22.3 Evaluation of Technical Bids

a) TheevaluationoftheTechnicalbidswillbecarriedoutasfollowsforthatBidderswhomeets the
Pre-Qualificationrequirements.
b) Consequentupontheevaluation,eachTechnicalbidwillbeassignedaTechnicalScore(T)outof a
maximumof100points.Bidderswhoscores 70%ormorewillqualifyfortheevaluationof their
commercialbid.

22.4 Evaluation of Technical Proposals

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Followingoutlines thebroadparameters basedonwhich evaluationoftechnical
proposals ofthe biddersshall becarriedoutbyPurchaser:

S. No Particulars Max Score

1 Experience in System Integration: 10
The Bidder should have experience of I C T / e - G o v e r n a n c e projects for
Government/PSU (InvolvingInstallation and supply of integrated IT System
with Servers and Software with ATS Support etc.) in the last five years. Max 2
Project Considered
Project value => Rs. 1.00 Cr = 5 Marks

2 Experience in Application Development 10

The Bidder should have experienceof ICT/e-Governance projects for
Government/PSU (Involving Application Software Development
Customization, implementation etc.) in the last five years.Max 3 Project
Considered
Project value => of Rs. 50 Lakhs = 2 Marks
Project value => of Rs. 100 Lakhs = 4 Marks
3 Experience in Mobile Application Integration 10
The Bidder should have experience of implementation of Live Mobile
Application Project in M-Governance projects for Government/PSU (Involving
Mobile Apps (Android/IOS) development / Customization, implementation,
Integration, Post Implementation Support etc.) in the last five years. Max 2
Project Considered

Project value => of Rs. 50 lakhs = 5 Marks

4 Experience in Technical Manpower Support 10
The Bidder should have experience of deployment of technical manpower
support in state wide e-Governance projects(Cover 75% Districts of State) for
State Government/Central Govt/PSU for Post Implementation/Support with a
project value each of Rs. 5.00 Cr or above and duration of project was at least
2 years and during the last five years.

1 Project with=> 50 Manpower = 2.5 Marks

1Project with =>100 Manpower = 05 Marks
1Project with =>200 Manpower = 10 Marks
5 Quality Certification: 10
ISO 9001-2008 + ISO 27001:2005+CMMi-3 Certification = 05
ISO 9001-2008 + ISO 27001:2005+CMMi-5 Certification = 10

6 Experience in Grievance center /Call center 10

The Bidder should have experience of running grievance center /Call center
for technical support in e-Governance projects for State Government/Cental
Govt/PSU for Post Implementation/Support with the duration of project was
at least 2 years. and during the last five years. Max 4 Project Considered

1 Project = 2.5 Marks

94
 7 Project Management Experience 10
Experience of undertaking large Program Management projects in Technical
Consultancy/IT Integration and Software Development Consultancy Project in
last 5 years. Project Duration not less then 2 Years.

Project Value >=1 Cr = 5 Marks

Project Value >=2 Cr = 10 Marks
8 Understanding of the Project and conceptualization of the solution including 10
functional requirements. Bidder shall give detailed presentation on at least 2
case studies and the marking will be made based on this.
9 Proposed Project 20
Sl.n Details Marks
o
1 Technical Solution 1
2 Approach and Methodology 1
3 Project Implementation Plan 1
4 Call Centre Architecture 1
5 Salient features of proposed solution 1
6 Work Plan 3
7 Capacity Building 3
8 Time Management & Efficiency 3
9 Design & Architecture 3
10 Proposed Tools, Technologies and Products 3
Total 30 100

Onlythebidders,whoscoreatotalTechnicalscoreof 70(Seventy)ormore,willqualify for

theevaluationoftheir commercialbids.

13.1 Evaluation of Technical Proposals

Followingoutlines thebroadparameters basedonwhich evaluationoftechnical proposals ofthe
biddersshall becarriedoutbyPurchaser:

Note : Project Executed /underExecution in Indian Government ,Government PSUs, State

Government will be Considered.

13.2 Evaluation ofCommercialBid

Onlythebidders,whoscoreatotalTechnicalscoreof 70(Seventy)ormore,willqualify for
theevaluationoftheir commercialbids.
a) TheCommercialBidsofonlythetechnicallyqualifiedbidderswillbeopenedforevaluation.The
bidderwith lowestTotalCommercialQuote(L1)willbeawarded100%score.
b) CommercialScores forotherbidderswillbeevaluated singthefollowingFormula:
c) CommercialScore(C)=(Total Commercial QuoteofL1/TotalCommercialQuoteof
theBidder)X100.

95
13.3 Determination of the Best value Bid
Indeterminationofthebestvaluebid,thefollowingweightageshallbegivenforthetechnicaland
commercialscoresofthe biddersinaQualityandCostBasedSelectionmethodology(QCBS):
Technical Score:70%
CommercialScore:30%
ForeveryBidder theFinal Total Score(F)willbecalculatedusingtheformula
F= 0.7XT+ 0.3XC

Thebidderwith thebestvalue of Fshall beselectedasthesuccessful bidder.

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14. SOLUTION ARCHITECTURE

14.1 Solution Architecture

This section gives a brief introduction of overall solution architecture. The details of each
component are described in subsequent sections. The following figure depicts the indicative
multi-tiered or layered Solution architecture for SLSS that is built with the key principles of
modularity, scalability and manageability. Each layer provides a distinct set of functionalities that
is independent of the functionalities provided by the other layers. The individual layers and the
functionalities they would provide are detailed below.

14.2 Client/ Access Layer

The client layer will consist of the required software components to be used by the end user as
the front-end to access and use the underlying business applications for carrying out the required
business activity. Typically the client layer will be a Personal Computer (PC) running a desktop
operating system. The software component to access the underlying business applications will be
a Web browser such as Internet Explorer or Mozilla Firefox or Chrome. The client desktops will be
connected to the servers hosting the business applications either locally within the premises on a
LAN (Local Area Network) or over longer distances on a WAN (Wide Area Network).

14.3 Presentation Layer

Those software components that render the results of the business applications in a format that
will be viewable by the end user form the Presentation layer components which will be typically
web servers and Portal servers. There can be multiple web or portal servers serving different
categories of users – Intranet portals or web servers which serve users within an Intranet and
Internet portals or web servers which serve the general Internet users.

14.4 Business Applications Layer

Applications layer will comprise of all relevant business applications of the SLSS. This container
framework and its associated components will form the ―Technology stack for the business
components and they together will provide the necessary technology infrastructure to run the
business applications. This shall consist of, an Application server, Rules engine, Workflow engine,
Content Manager, etc.

14.5 Integration Layer

This layer comprises of systems and software components that will integrate disparate
applications to provide a complete business flow. Components deployed in the Integration layer
will aid in smooth end-to-end data transfer and there by complete the business process. The
communication between the disparate applications will happen by passing data in the form of
synchronous or asynchronous messages.

14.6 Data Layer

The data layer is where all business critical data are stored in the form of databases and files. This
layer will consist typically of the Database servers. Once the data is processed in the application
layer, the same will be stored permanently in this layer. Since this layer contains data which is
critically important to the business of RWD s, it should be secure and direct access to servers on
this layer should be highly restricted to allow only authorized users.

97
14.7 Infrastructure Layer
The infrastructure layer will consist of all the physical systems that form part of the entire
solution. They will comprise servers, storage subsystems, network devices, communication links,
etc. In addition, this layer will also consist of software components that provide Directory services,
Mail and messaging services, Document Management services, etc., in general.

14.8 Security Layer

As the name implies, all security components form part of this layer. This will include the Internet
and Intranet firewalls, Network IDS/IPS devices, two-factor authentication systems, single sign-on
systems, etc. The components in this layer will encompass and govern all the layers described
above.

14.9 Management Layer

Like the Security layer, the Management layer will also encompass and govern all other layers. It
will consist of software components and systems that will be required to manage and monitor all
components deployed in each of the layers described above. It can be used to manage and
monitor both software and hardware components. Thresholds and limits will be set for those
components that are required to be monitored and the Management layer components
continuously monitor and alert the administrators of any changes so that immediate corrective
actions can be taken. The components deployed in this layer will help to correctly assess and
monitor the Service levels of the business systems (hardware and software) that will be deployed
for RWD in Bihar.

98
15. COMMERCIAL BID COVERING LETTER

RFP Reference No.and Date:

Bidders Name and Address:

Person to be contacted:
Name:
Designation:
Phone/Mobile No:
E-mail:
Telephone No(s):
Fax No.:

Subject: Selection of system integrator for establishment, operation and maintenance of

departmental portal and toll free call center for grievance redress, advice and helpline

Sir,
We, the undersigned Bidders, having read and examined in detail the Specifications and all the
bidding documents in respect of Services for the above mentioned subject do hereby propose
to provide Services as specified in the Bidding documents for which the cost will be as under:

1. PRICE AND VALIDITY –Cost of all works/ services mentioned in “Scope of Work” and as per
Bill of Material including the maintenance of 3 Years–Rs. ____________________ (as per
Detail Commercial Bid)
All the prices mentioned in our proposal are in accordance with the terms as specified in
bidding documents. All the prices and other terms and conditions of this proposal are valid
for a period of 180 calendar days from the date of opening of the Bids.
We are an Indian firm and do hereby confirm that our Bid prices include all taxes, duties and
levies.
We hereby declare that all taxes which are liveable under law prevailing at that time will be
paid by us.

Note: The bidders should quote the price in words also. In case of any discrepancy between
the prices quoted in words and figures, the price quoted in words shall prevail and will be
considered for comparison of bids.

This should be kept in envelope number 2 marked as “FINANCIAL BID”, which will be opened only
after the Technical Bid is found suitable.

99
2. EMD
We have enclosed a Demand draft (DD no. -----------------, Bank ----------------, Dated--------------
------) or Bank Guarantee in favor of Chief Engineer-4 Rural Works Department, payable at
Patna at for the sum of Rs. 6,82,200/-. This EMD is liable to be forfeited in accordance with
the provisions of Bid documents. We declare that all the Services/Works shall be performed
strictly in accordance with the Scope of Work and as per Bill of Materials.

3. Bid Pricing
We further declare that the prices stated in our proposal are in accordance with your
Instructions to Bidders as stated in bidding document.

4. Bid Price
We declare that our bid prices are for the entire scope of the work as specified in the
technical specification and bid documents. These prices are indicated in attached with our
proposal as part of the Financial Bid. We hereby declare that our proposal is made in good
faith, without collusion or fraud and the information contained in the proposal is true and
correct to the best of our knowledge and belief.

Thanking you,

Yours faithfully,

(Signature)

Printed Name and Designation

Seal
Date
Place
Business Address:

100
 16. DETAIL FINANCIAL BID FORMAT AS PER SCOPE OF WORK

A.Capex Cost
S. No. Description of Items as per Technical Specification Make Qty Unit Rates Taxes Total Cost
/Model Required

16.1 Hardware and System Software Setup for head office and Call Center
A. Hardware 4
1 Servers 4
2 Laptop Computers for head office 6
3 Desktop Computers all in one for head office 1
4 IP Based EPBX System 1
5 ACD 1
6 Digital Voice Logger 1
7 Laser Printer 2
8 UTM With Hardware Appliance Includes Firewall, VPN+ BM+ 1
Load Balancing & Failover with 100+ user Lic as per DIT GOI
Guidelines Firewall & IPS (UTM)
9 Headsets for call centre executives 8
10 IP Phones 8
11 Laser Printer all in One 2
12 UPS 5 KVA IGBT Based with 2 Hour Backup 1
13 Managed Switch 24 port 1
14 Rack 42 U with 8 port KVM, Keyboard , Power supply 12 port , 1
15”monitor support
Subtotal

16.2 System & Application Software Licenses

1 Windows Server 64 bit with 5 CAL Each 4
2 Windows External Connector 2

101
3 Antivirus latest with 3 yr support 8
4 Server Antivirus latest with 3 yr support 4
5 Portal & Web server 1
6 Application Server 1
7 Enterprise Database Server Software latest 2
8 Document /Content Management System 1
9 Call Center Management Software 1
10 Tele-Triage Solution Software 1
11 IVRS Solutions Software 8 Users
12 Identity Management Software 8 Users
13 Reporting Engine Software 8 Users
14 Workflow Engine Software 8 Users
15 Backup Software 2
16 Messaging Solution Software 1
17 SMS Gateway Software with 5 Lakhs SMS /Year 3 Years
18 Enterprise Email Software with 3 Year Support 500 users
19 MS office Standard 10
20 Other
Subtotal

16.3 Application Development Cost

S. No. Name of the Module Rates Additional Cost Taxes & Total Cost
Other Duties
1 Systems Study
2 Design, Development, up gradation of RWD software Suite and Portal
3 MIS Reports
4 DashBoard Modules
5 SMS Management
6 Call Center Modules
7 Grievances and Helpline Modules
8 Document Management Modules

102
 9 Social Networking Modules
10 Mobile Application for Android and Windows Smart Phones /Tablets
Total Cost

16.4 Application hosting at State Data Centre Cost(optional)

S. No. Services Provided During Post Implementation Phase Duration Unit Cost Taxes Total
1 Deployment of requisite infrastructure at State Installation & testing charges One Time
2 Data center Others (Insert each item in a separate One Time
row as required)

16.5 Training Services:

S. No. Type of Training No. of Resources Duration Unit Cost Taxes Total
1. Trainings on the Application modules 150 7 Days
2. Basic Computer Training forRWD Staff 150 7 Days
Total

CAPEX COST TOTAL :

B.Opex Cost (As per Scope of Work)

16.6 Post-Implementation Phase / Operate and Maintain Phase
S. Services Provided During Post Implementation Phase Month Cost Annual Total Cost
No Rate for3 Years
1 Operations and Maintenance Services of application software for the 3 Years after “Go-Live”
2 Maintenance of the system software ATS for 3 Years
3 Maintenance of the IT Infrastructure at Head Office and Call Center for 3 Years
4 Maintenance of the IT Infrastructure at District Enrollment Offices for 3 Years
Subtotal
Service Taxes
Total

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 16.7 Project Management Support at Head office
S. No. Description of Product Qty Rate Total Cost Rate Rates /
/Month /Month /Annum 3 Years
1 Project Manager 1
2 Database Technical Support 1
3 Software Maintenance Experts 2
4 Call Center Executives 5
5 Support Supervisors at Head Office 1
6 Support Supervisors at Call Center 1
8 Communication Expense for Head office 10 Mbps Internet LL 1:1 1
9 Printing Cost 10000 page /Month per month for head office 1
10 Project Management Cost 1
11 Network Management services for datacenter management 1
12 Backup of Application Software and Data at Private 3Rd Party Data Center 1
(Located in India Minimum Tear III and ISO 27001 Certified )
13 Weekly Backup of Application Software and Datain external storage like 1
tape drive /NAS
Sub Total
Service Taxes
Total Amount
Total Cost in words (CAPEX + OPEX )
Total Cost in Number (CAPEX + OPEX )

104
17. PAYMENT TERMS

S.NO SERVICES Payment Terms

2 Hardware and System Software 70% Against Delivery of Equipments
Setup for head office and Call 20% Against Installation at RWD
Center 10% against GO LIVE
3 Application Development Cost 20% Against Submission of SRS Document
(Module wise Payments ) 40% Against UAT
30% Against Go Live
10% After Completion of One Year
4 Application hosting at Data Centre 90% Against Installation of Application
Setup Cost (Optional) 10% After Completion of One Year
7 Training Services 90% on successful training.
10% After Completion of One Year
8 Post-Implementation Phase / The selected service provider shall be paid on Monthly
Operate and Maintain Phase basis at the end of each Month based on the Monthly
invoices raised by the Service Provider, at the rates
specified in the Contract.
9 Project Management Cost The selected service provider shall be paid on Monthly
basis at the end of each Month based on the Monthly
invoices raised by the Service Provider, at the rates
specified in the Contract.
10 Optional Items Application The selected service provider shall be paid on Monthly
Hosting (Optional on Monthly basis at the end of each Month based on the Monthly
Rental Basis) invoices raised by the Service Provider, at the rates
specified in the Contract.

17.1 Taxes and Duties :

The rates quoted shall be exclusive of all taxes, duties and levies (as applicable as per
prevailing Government tax policies).

105
18. BIDDER PROFILE

18.1 General Profile

Sr. Details Description
No
1 Name of the Company
2 Registered Office address
Telephone Number
Fax Number
e-mail
3 Correspondence/ contact address
4 Details of Contact person
(Name, designation, address etc.)
Telephone Number
Fax Number
e-mail
5 Is the firm registered with Commercial Taxes
Department? In Bihar If yes, submit valid sales tax registration
certificate.
6 Is the firm registered for service tax with Central Excise Department
(Service Tax Cell)?
If yes, Submit valid service tax registration certificate.
7 Is the firm registered under Labour Laws Contract Act? If yes, submit
valid registration certificate.
8 How many years has your organization been in business under your
present name? What were your fields when you established your
organization?
When did you add new fields (if any)?
9 What type best describes your firm?
(Documentary proof to be submitted)
· Manufacturer
· Supplier
· System Integrator
· IT Education Company
· Consultant
· Service Provider (pl. specify details)
· Total solution provider (Design, Supply, Integration, O&M)
· IT Company
10 Number of Offices / Project Locations
11 Do you have a local representation /office in Bihar? If so, please give
the address and the details of staff, infrastructure etc in the office and
106
 no. of years of operation of the local office
12 List the major clients with whom your organization has been/ is
currently associated.

18.2 Turnover Documents

Audited annual financial results certified by the Charted Accountant, balance sheet and profit
& loss statement of the bidder for the last three financial years. The bidder should have
average turnover of at least 25 Crore for last three financial years.

Financial Year Turnover Net worth Profit loss

2012-13
2013-14
2014-15
Average

107
 19. PROPOSAL COVERING LETTER

[On the Letter head of the Bidder]

Date:

To
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Re: Selection of system integrator for establishment, operation and maintenance of

departmental portal and toll free call center for grievance redress, advice and helpline

Dear Sir / Madam,

We, the undersigned, offer to provide the services for [Insert title of assignment] in
accordance with your Request for Proposal dated [Insert Date] and our Proposal. We are
hereby submitting our Proposal for the same.
We are submitting our Proposal in our own individual capacity without entering into any
association / as a Joint Venture. We hereby declare that all the information and statements
made in this Proposal are true and accept that any misinterpretation contained in it may lead
to our disqualification.
Our Proposal is binding upon us and subject to the modifications resulting from project
specific contract and contract negotiations.
We understand that you may cancel the Selection Process at any time and that you are
neither bound to accept any Proposal you receive nor to select the Agency, without incurring
any liability to the bidders. We acknowledge the right of RWD to reject our application
without assigning any reason or otherwise and hereby waive our right to challenge the same
on any account whatsoever.

We shall make available to RWD any additional information it may find necessary or require
to supplement or authenticate the Proposal.

We certify that in the last Three years, we have neither failed to perform on any contract, as
evidenced by imposition of a penalty or a judicial pronouncement or arbitration award, nor
been expelled from any project or contract nor have had any contract terminated for breach
on our part.

We declare that:
a. We have examined and have no reservations to the RFP Documents, including any
Addendum issued by RWD;
b. We have not directly or indirectly or through an executive engaged or indulged in any
corrupt practice, fraudulent practice, coercive practice, undesirable practice or
restrictive practice in respect of any tender or request for proposal issued by or any

108
 agreement entered into with SDA or any other public sector enterprise or any
government, Central or State; and
c. We hereby certify that we have taken steps to ensure that no person acting for us or
on our behalf will engage in any corrupt practice, fraudulent practice, coercive
practice, undesirable practice or restrictive practice.

d. We declare that We/any member of the company, are/is not a Member of a/any
other company applying for Selection.
e. We certify that in regard to matters other than security and integrity of the country,
we have not been convicted by a Court of Law or indicted or adverse orders passed by
a regulatory authority which would cast a doubt on our ability to undertake the
services for the Project or which relates to a grave offence that outrages the moral
sense of the community.
f. We further certify that in regard to matters relating to security and integrity of the
country, we have not been charge-sheeted by any agency of the Government or
convicted by a Court of Law for any offence committed by us or by any of our
member.
g. We further certify that no investigation by a regulatory authority is pending against us
or against our CEO or any of our Directors/ Managers/ employees.
h. We hereby irrevocably waives any right which we may have at any stage at law or
howsoever otherwise arising to challenge or question any decision taken by RWD and
/ or the Government of Bihar in connection with the Selection of Agency or in
connection with the Selection Process itself in respect of the above mentioned
Project.
i. We agree and understand that the proposal is subject to the provisions of the RFP
document. In no case, I/We shall have any claim or right of whatsoever nature if the
Assignment is not awarded to me/us or our proposal is not opened.
j. We agree to keep this offer valid for 120 days from the Proposal Due Date specified in
RFP.
k. A Power of attorney in favour of the authorized signatory to sign and submit this
Proposal and documents is also attached herewith in Form Tech- III.
l. In the event of my/our being selected, I/We agree to enter into an Agreement for the
project awarded to us by the RWD.
m. We agree and undertake to abide by all the terms and conditions of the RFP
Document. In witness thereof, I/we submit this Proposal under and in accordance
with the terms of the RFP Document.
Yours sincerely,

Authorized Signature [In full and initials]:

Name and Title of Signatory:
Name of Company:

109
 20. FORMAT FOR AFFIDAVIT

Format for Affidavit

Affidavit

I, M/s....................................., (the names and addresses of the registered office) hereby

certify and confirm that we or any of our promoter(s) / director(s) are not barred by Rural
Works Department Govt. of Bihar/ or any other entity of GoB or blacklisted by any state
government or central government / department / organization in India/World Bank
/DFID/ADB from participating in Project/s, either individually or as member of a Consortium
as on the _______________________ (Date of Signing of Application).

We further confirm that we are aware that, our Application for the captioned Project would
be liable for rejection in case any material misrepresentation is made or discovered at any
stage of the Bidding Process or thereafter during the agreement period and the amounts paid
till date shall stand forfeited without further intimation.

Dated this ............................................. Day of .......................... , 2016

Name of the Applicant

Signature of the Authorized Person

110
 21. UNDERTAKING ON SERVICE LEVEL AGREEMENT

(Company letterhead)

[Date]

To
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Re: Selection of system integrator for establishment, operation and maintenance of

departmental portal and toll free call center for grievance redress, advice and helpline

Sir,

1. We do hereby undertake that we shall monitor, maintain, and comply with the service levels
stated in the RFP to provide quality service to Rural Works Department , Bihar.
2. However, if the proposed resources are found to be not sufficient in meeting the Service Level
requirements given by Rural Works Department , Bihar then we will augment the resources
without any additional cost to the Board.

Yours faithfully,

Signature of Authorized Signatory:

Seal with Designation:

 22. ORGANIZATIONAL DETAILS

Details of the Organization

Name of the Bidder (Lead Bidder)
Address of the Headquarters
Address of office in Bihar
Address of the Registered Office in India
Status of the Company (Public Ltd/ Pvt.
Ltd)
Nature of Business in India
Details of Incorporation of the Company Date
Incorporation Number
Date of Commencement of Business
Valid Sales tax registration no.
Valid Service tax registration no.
Permanent Account Number (PAN)/ TAN
Name & Designation of the contact
person to
whom all references shall be made
regarding
this tender
Telephone No. (with STD Code)
E-Mail of the contact person:
Fax No. (with STD Code)
Website
Other Relevant Information

1.1.1. Financial Strength Details

Financial Information (Lead Bidder)

FY 2012-2013 FY2013-2014 FY 2014-2015
Revenue (in INR crores)
Profit Before Tax (in INR crores)
Net Worth (in INR crores)
Mandatory Supporting Documents:
i. Auditor Certified financial statements for the last three financial years; (Please include
only the sections on P&L, revenue and the assets, not the entire balance sheet)

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 23. RELEVANT SOFTWARE SERVICES PROJECT EXPERIENCE

Relevant Software Services Experience

General Information
Name of the project
Client for which the project was executed
Name and contact details of the client
Project Details
Description of the project
Scope of services
Service levels being offered/ Quality of service
(QOS)
Technologies used
Outcomes of the project
Details of Training Provided
Other Details
Total cost of the project (in crores)
Total cost of the services provided by the bidder
Duration of the project
(no. of months, start date, completion date,
current status)

Other Relevant Information

Project Capability Demonstration

Complete details of the scope of the project shall be provided to indicate the relevance to
the
pre-qualification criterion (which are part of minimum qualification criteria)
Mandatory Supporting Documents:
a. Letter from the client to indicate the successful completion of the projects
b. Copy of Work Order/Agreement

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 24. ISO 9001 ,27001, 14001 OR ABOVE ASSESSMENT DETAILS

Date of Assessment
Validity of the Assessment
Name of the Assessing company and their
contact coordinates
Units / Locations Assessed
Mandatory Supporting Documents
Proof of Certification

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 25. CERTIFICATE AS TO AUTHORISED SIGNATORIES

I, ……………………………, the Company Chief Engineer-4 of …….…………………, certify that

……………………………………………………………… who signed the above Bid is authorized to do so and
bind the company by authority of its board/ governing body.

Date:

Signature:

(Company Seal) (Name)

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 26. TEAM PROFILES

Format for the Profiles

Name of the person
Current Designation / Job Title
Current job responsibilities
Proposed Role in the Project
Proposed Responsibilities in the Project
Academic Qualifications:
 Degree
 Academic institution graduated from
 Year of graduation
 Specialization (if any)
 Key achievements and other relevant
information (if any)
Professional Certifications (if any)
Total number of years of experience
Number of years with the current company
Summary of the Professional / Domain
Experience
Number of complete life cycle implementations
carried out
Names of customers
Past assignment details (For each assignment
provide details regarding name of organizations
worked for, designation, responsibilities, tenure)

Prior Professional Experience covering:

 Organizations worked for in the past
o Organization name
o Duration and dates of entry and exit
o Designation
o Location(s)
o Key responsibilities

 Prior project experience

o Project name
o Client
o Key project features in brief
o Location of the project
o Designation
o Role
o Responsibilities and activities
o Duration of the project
Please provide only relevant projects.
Proficient in languages (Against each language
listed indicate if read/write/Both)

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Each profile must be accompanied by the following undertaking from the staff member:
(Alternatively, a separate undertaking with the same format as below with all the names of the
proposed profiles should be provided)

Certification

I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly describes
my qualifications, my experience, and me. I understand that any willful misstatement described
herein may lead to my disqualification or dismissal, if engaged.

Signature:

Date:

[Signature of staff member or authorized representative of the staff] Day/Month/Year

Full name of authorized representative:

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 27. SNAP-SHOT OF THE TEAM DEPLOYMENT

Duration of stay in
Profiles Team the project
Area Attached Reference
(Degree/Exp.) Size (Full time/ Part
time)
Project Yes/No Page No.______
Management
Application Yes/No Page No.______
Design,
Development,
Customization
&
configuration
Capacity Yes/No Page No.______
Building

Operations & Yes/No Page No.______

Maintenance

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 28. NON – DISCLOSURE AGREEMENT (NDA)

[Company Letterhead]
This AGREEMENT (hereinafter called the “Agreement”) is made on the *day+ day of the month of
[month], [year], between, RWD, Govt. of Bihar _________, on the one hand, (hereinafter called
the “Purchaser”) and, on the other hand, *Name of the bidder+ (hereinafter called the “Bidder”)
having its registered office at [Address]

WHEREAS

The “Purchaser” has issued a public notice inviting various organizations to propose for hiring
services of an organization for provision of services under the RWD Project in Bihar Project
(hereinafter called the “Project”) of the Purchaser;

The Bidder, having represented to the “Purchaser” that it is interested to bid for the proposed
Project,

The Purchaser and the Bidder agree as follows:

1. In connection with the “Project”, the Purchaser agrees to provide to the Bidder a Detailed
Document on the Project vide the Request for Proposal contained in three volumes. The
Request for Proposal contains details and information of the Purchaser operations that are
considered confidential.
2. The Bidder to whom this Information (Request for Proposal) is disclosed shall:
a. Hold such Information in confidence with the same degree of care with which the Bidder
protects its own confidential and proprietary information;
b. Restrict disclosure of the Information solely to its employees, agents and contractors with
a need to know such Information and advise those persons of their obligations hereunder
with respect to such Information;
c. Use the Information only as needed for the purpose of bidding for the Project;
d. Except for the purpose of bidding for the Project, not copy or otherwise duplicate such
Information or knowingly allow anyone else to copy or otherwise duplicate such
Information; and
3. The Bidder shall have no obligation to preserve the confidential or proprietary nature of any
Information which:
a. Was previously known to the Bidder free of any obligation to keep it confidential at the
time of its disclosure as evidenced by the Bidder’s written records prepared prior to such
disclosure; or
b. Is or becomes publicly known through no wrongful act of the Bidder; or
c. Is independently developed by an employee, agent or contractor of the Bidder not
associated with the Project and who did not have any direct or indirect access to the
Information.
4. The Agreement shall apply to all Information relating to the Project disclosed by the Purchaser
to the Bidder under this Agreement.

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5. The Purchaser will have the right to obtain an immediate injunction enjoining any breach of
this Agreement, as well as the right to pursue any and all other rights and remedies available
at law or in equity for such a breach.
6. Nothing contained in this Agreement shall be construed as granting or conferring rights of
license or otherwise, to the bidder, in any of the Information. Notwithstanding the disclosure
of any Information by the Purchaser to the Bidder, the Purchaser shall retain title and all
intellectual property and proprietary rights in the Information. No license under any
trademark, patent or copyright, or application for same that are now or thereafter may be
obtained by such party is either granted or implied by the conveying of Information. The
Bidder shall not alter or obliterate any trademark, trademark notice, copyright notice,
confidentiality notice or any notice of any other proprietary right of the Purchaser on any copy
of the Information, and shall reproduce any such mark or notice on all copies of such
Information.
7. This Agreement shall be effective from the date the last signature is affixed to this Agreement
and shall continue in perpetuity.
8. Upon written demand of the Purchaser, the Bidder shall (i) cease using the Information, (ii)
return the Information and all copies, notes or extracts thereof to the Purchaser forthwith
after receipt of notice, and (iii) upon request of the Purchaser, certify in writing that the
Bidder has complied with the obligations set forth in this paragraph.
9. This Agreement constitutes the entire agreement between the parties relating to the matters
discussed herein and supersedes any and all prior oral discussions and/or written
correspondence or agreements between the parties. This Agreement may be amended or
modified only with the mutual written consent of the parties. Neither this Agreement nor any
right granted hereunder shall be assignable or otherwise transferable.
10. CONFIDENTIAL INFORMATION IS PROVIDED “AS IS” WITH ALL FAULTS. IN NO EVENT SHALL
THE PURCHASER BE LIABLE FOR THE ACCURACY OR COMPLETENESS OF THE CONFIDENTIAL
INFORMATION.
11. This Agreement shall benefit and be binding upon the Purchaser and the Bidder and their
respective subsidiaries, affiliate, successors and assigns.
12. This Agreement shall be governed by and construed in accordance with the Indian laws.

For and on behalf of the Bidder

____(Signature)_____
(Name of the Authorized Signatory)
Date
Address
Location:
Seal / Stamp of Company

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 29. UNDERTAKING ON CONFLICT OF INTEREST

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking on Conflict of Interest

Sir,
I/We as Software Development Agency (SDA) do hereby undertake that there is absence of,
actual or potential conflict of interest on the part of the SDA or any prospective subcontractor due
to prior, current, or proposed contracts, engagements, or affiliations with RWD.

I/We also confirm that there are no potential elements (time frame for service delivery, resource,
financial or other) that would adversely impact the ability of the SDA to complete the
requirements as given in the RFP.

We undertake and agree to indemnify and hold Purchaser harmless against all claims, losses,
damages, costs, expenses, proceeding fees of legal advisors (on a reimbursement basis) and fees
of other professionals incurred (in the case of legal fees & fees of professionals, reasonably) by
Purchaser and/or its representatives, if any such conflict arises later.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

121
 30. NON-MALICIOUS CODE CERTIFICATE

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Non-Malicious Code Certificate

Sir,

1. I/We hereby certify that the software being offered / developed as part of the contract does
not and will not contain any kind of malicious code that would activate procedures to:
a. Inhibit the desired and the designed function of the equipment / solution.
b. Cause damage to the user or his equipment / solution during the operational exploitation
of the equipment / solution.
c. Tap information regarding network, network users and information stored on the network
that is classified and / or relating to National Security, thereby contravening Official
Secrets Act 1923.
2. There are / will be no Trojans, Viruses, Worms, Spywares or any malicious software on the
system and in the software offered or software that will be developed.
3. Without prejudice to any other rights and remedies available to RWD we are liable under
Information Technology Act, 2000 and Indian Penal Code 1860 in case of physical damage, loss
of information and those relating to copyright and Intellectual Property rights (IPRs), caused
due to activation of any such malicious code in offered / developed software.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

122
 31. UNDERTAKING ON PRICING OF ITEMS OF TECHNICAL RESPONSE

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking On Pricing of Items of Technical Response.

Sir,

I/We do hereby undertake that Commercial Proposal submitted by us is inclusive of all the items
in the technical proposal and is inclusive of all the clarifications provided/may be provided by us
on the technical proposal during the evaluation of the technical offer. We understand and agree
that our Commercial Proposal is firm and final and that any clarifications sought by you and
provided by us would not have any impact on the Commercial Proposal submitted by us.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

123
 32. UNDERTAKING ON OFFLINE FUNCTIONALITY

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking on Offline Functionality

Sir,

1. I/We as Software Development Agency (SDA) do hereby undertake to design and develop all
the offline functionality required by RWD for the RWD Project in Bihar.
2. We acknowledge that the offline functionality requirement stated in RFP is indicative and that
the complete range of required offline functionality will be identified and clarified during the
systems study phase of the RWD Project in Bihar project. We further confirm that we
undertake to design and develop the offline functionality identified during the systems study
phase as required by RWD to be part of RWD Project in Bihar Project.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

124
 33. UNDERTAKING ON PROVISION OF SUPPORT FOR SOFTWARE

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking on Provision of Support for Software

Sir,

1. I/We as Software Development Agency (SDA) do hereby undertake the provision for
ATS/Warranty support (Services as defined in Scope Of Works and Technical Specification of
RFP) by OEM/OSV/IV for all the primary components (Web Server, Application Server,
Database and Operating System) of the Core Application Software during the duration of the
contract period.
2. We also undertake to provide the support needed for any 3rd party products proposed as part
of Application Software during the duration of the contract period.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

125
 34. UNDERTAKING ON SERVICE LEVEL COMPLIANCE

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking on Service Level Compliance

Sir,

1. I/We as Software Development Agency (SDA) do hereby undertake that we shall monitor,
maintain, and comply with the service levels stated in the RFP to provide quality service to
RWD.
2. However, if the proposed number of resources is found to be not sufficient in meeting the
tender and/or the Service Level requirements given by RWD then we will augment the team
without any additional cost to RWD.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

126
 35. UNDERTAKING ON DELIVERABLES

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking on Deliverables

Sir,

1. I/We as Software Development Agency (SDA) do hereby undertake the adherence of STQC
Certification or above standards to the processes, deliverables/artifact to be submitted to
RWD proposed as part of the RWD Project Software for 29 ULBs.
2. We also recognize and undertake that the Deliverables/artifacts shall be presented and
explained to RWD, Govt. of Bihar and other key stakeholders (identified by RWD), and also
take the responsibility to provided clarifications as requested by RWD.
3. We also understand that the acceptance, approval and sign-off of the deliverables by RWD
and/or ULBs will be done on the advice of Purchaser/Concerned Official of ULBs. We
understand that while all efforts shall be made to accept and convey the acceptance of each
deliverable in accordance with the project schedule, no deliverable will be considered
accepted until a specific written communication to that effect is made by RWD and /or ULBs.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

127
 36. UNDERTAKING ON TRAINING THE USERS

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking on Training the Users

Sir,

1. I/We hereby undertake to train users (to be identified by Purchaser) as per Purchaser’s
requirements stated in the Request for Proposal (RFP). We further undertake that:
a. We shall carry out a comprehensive training needs analysis and accordingly design the
training program
b. Our training program would include, at the minimum, classroom training followed by
supervised work sessions
c. We shall prepare all necessary training materials and deliver the training.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

128
 37. UNDERTAKING ON EXIT MANAGEMENT AND TRANSITION

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking on Exit Management and Transition

Sir,

1. I/We hereby undertake that at the time of completion of the engagement, we shall
successfully carry out the exit management and transition (to RWD or to an agency identified
by RWD) to RWD’s satisfaction.
2. I/We further undertake to complete the following as part of the Exit Management and
Transition:
i. Capacity Building at RWD
a. We undertake to design team/organization structure at RWD to manage the system
b. We undertake to carry out an analysis of the skill set requirement at RWD to manage
system and carry out the training & knowledge transfer required at RWD to manage
system.
ii. Transition of project artefacts and assets
a. We undertake to complete the updating of all project documents and other artifacts
and handover the same to RWD before transition
b. We undertake to design Standard Operating Procedures to manage system (including
application and IT systems), document the same and train RWD personnel on the
same.
3. I/We also understand that the Exit Management and Transition will be considered complete
on the basis of approval from RWD.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

129
 38. UNDERTAKING ON CONTINUOUS IMPROVEMENT

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking on Continuous Improvement

Sir,

1. I/We understand that Continuous improvement of application is highly critical for RWD and
that the System Integrator is expected to be the prime driver of continuous improvement
during the application management phase.
2. I/We also understand that the improvements proposed as part of this Continuous
Improvement initiative will not be the usual run-of-the-mill enhancements, but will be
significant changes that result in a quantum leap in meeting user needs and improving the
outcomes in policing.
3. I/We further understand that whether a proposed change forms part of Continuous
Improvement or is a minor change that will have to be incorporated into the application as
part of the Application Management Services will be determined by the RWD or their
representatives.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

130
 39. UNDERTAKING ON PERSONNEL

(Company letterhead)

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

Sub: Undertaking on Personnel

Sir,
1. I/We as System Integrator do hereby undertake that those persons whose profiles were
part of the basis for evaluation of the bids and have been identified as “Key Personnel” of
the proposed team, including Project Manager, System/Network Administrator, Database
Administrator, Application Development Expert, Capacity Building/ Change Management
expert, Domain Expert etc. for the design and development of software for the RWD
Project in Bihar project, shall be deployed during the Project as per our bid submitted in
response to the RFP.
2. We undertake that any of the identified “Key Personnel” shall not be removed or replaced
without the prior written consent of RWD.
3. Under exceptional circumstances, if the Key Personnel are to be replaced or removed, we
shall put forward the profiles of personnel being proposed as replacements, which will be
either equivalent or better than the ones being replaced. However, whether these profiles
are better or equivalent to the ones being replaced will be decided by RWD. RWD will have
the right to accept or reject these substitute profiles.
4. We also undertake to staff the Project with competent team members in case any of the
proposed team members leave the Project either due to voluntary severance or
disciplinary actions against them.
5. We acknowledge that RWD has the right to seek the replacement of any member of the
Project team being deployed by us, based on the assessment of RWD that the person in
question is incompetent to carry out the tasks expected of him/her or found that person
does not really possess the skills /experience/qualifications as projected in his/her profile
or on the ground of security concerns or breach of ethics.
6. In case we assign or reassign any of the team members, we shall be responsible, at our
expense, for transferring all appropriate knowledge from personnel being replaced to their
replacements within a reasonable time.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

131
 40. FORMAT FOR SELF DECLARATION

(Company Letterhead )

[Date]

To,
Chief Engineer-4
Rural Works Department , Bihar
Government of Bihar

In response to the RFP No.___________________________________________ dated

___________ for quoting against the RFP as an Authorized Signatory of
M/s___________________________________________, I / We hereby declare that our Company
/ Firm ___________________is having unblemished past record and was not declared blacklisted
or ineligible to participate for bidding during last Three financial years by any State/Central Govt.
Department or Agencies or Authority or PSU due to unsatisfactory performance, breach of general
or specific instructions, corrupt / fraudulent or any other unethical business practices.

Yours faithfully,

Authorized Signatory

Designation

Seal / Stamp of Company

132
41. LIST OF ABBREVIATION
R
RWDMIS MIS for Rural Works DepartmentBihar
CFC Citizen Facilitation Center
CTI Computer Telephonic Integration
DC Data Center
DHCP Dynamic Host Configuration Protocol
DNS Domain Name Services
DR Disaster Recovery Site
EMS Enterprise Management Software
EO Executive Officer
EQMS Electronic Queue Management System
FIFO First In First Out
G2B Government To Business services
G2C Government To Citizen services
G2G Government To Government services
GBPS Gigabits per second
GIS Geographical Information System
GOI Government of India
H/W Hardware
HOD Head Of Bihar
ICT Information and Communication Technology
IEEE Institute of Electrical and Electronics Engineers
IMAP Internet Message Access Protocol
ISO International Organization for Standards
ITIL Information Technology Infrastructure Library
ITSM Information Technology Services Management
IVRS Interactive Voice Response System
Kbps Kilobits per second
LAN Local Area Network
LDAP Lightweight Directory Access Protocol

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Mbps Megabits per second
MIS Management Information System
MLLN Managed Leased Line Network
MPLS Multiprotocol Label Switching
N/W Network
NIS Network Information Service
NMS Network Monitoring System
NOC No Objection Certificate
O&M Operations & Maintenance
PDA Personal Digital Assistance
POP Post Office Protocol
PPP Public Private Partnership
BSWAN Bihar State Wide Area Network
RFP Request for Proposal
RTI Right To Information
S/W Software
SDC State Data Center Bihar
SLA Service Level Agreement
SMS Short Messaging Services
SMTP Simple Mail Transfer Protocol
TCP /IP Transmission Control Protocol/ Internet Protocol
UID Unique Identification
RWD Rural Works Department
VPN Virtual Private Network
WAN Wide Area Network
XML Extensible Markup Language

134