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Request for Proposal [RFP No: 08/FSCW/2016, 18-05-2016]

Development and Deployment of Grievance Redressal System and Functioning of 1967 NFSA Helpline

Managing Director, Odisha State Civil Supplies Corporation Limited, Head Office, C/2 Nayapalli,

Bhubaneswar - 751012

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Table of Content

1. Introduction ................................................................................................................. 6

1.1 Objective of the RFP ............................................................................................. 6

1.2 Schedule for the bid process ............................................................................... 6

1.3 Fact Sheet ............................................................................................................. 7

2. Scope of Work & Services- Project Implementation .............................................. 9

2.1 Overview ............................................................................................................... 9

2.2 Application Software Requirement for GR System ............................................. 9

2.2.1 Design and Development ............................................................................. 9

2.2.2 Application Software Testing ...................................................................... 10

2.2.3 Installation/ deployment .............................................................................. 10

2.2.4 Training ........................................................................................................ 11

2.2.5 Technical Documentation ........................................................................... 12

2.3 Warranty and Maintenance ................................................................................ 12

2.4 Responsibilities of the Tenderer ......................................................................... 14

2.5 Proposed Architecture ........................................................................................ 15

2.6 System Study and Design .................................................................................. 16

2.7 Functional Requirements of Grievance Redressal Solution ............................. 16

2.7.1 Multimodal system of registering grievance .............................................. 18

2.7.2 Centralised category based complaint routing .......................................... 21

2.7.3 Automated complaint tracking and support for GR resolution .................. 23

2.7.4 Automated complaint status and resolution notification ........................... 25

2.7.5 Automated system performance monitoring ............................................. 26

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2.8 Standardization Testing and Quality Certification (STQC) ................................ 29

2.9 User Acceptance Testing ................................................................................... 30

2.10 Integration of solution with IT Infrastructure at FS&CW department ............... 31

2.11 Licenses .............................................................................................................. 31

2.12 Capacity Building / Training ............................................................................... 32

2.13 Business Continuity Planning ............................................................................. 33

2.14 Information Security Management .................................................................... 34

2.15 Confidential information ..................................................................................... 35

2.16 Project Management .......................................................................................... 36

3. Scope of Services - Operation and Maintenance Phase ..................................... 38

3.1 Overview of Post Implementation Services ....................................................... 38

3.2 Annual Technical Support .................................................................................. 40

3.3 General Requirements ........................................................................................ 41

4. Overall Guidelines for Software Requirements..................................................... 43

4.1 Software Requirements ...................................................................................... 43

5. Instructions to the Bidders ...................................................................................... 45

5.1 General Instructions ............................................................................................ 45

5.2 Compliant Proposals / Completeness of Response ......................................... 45

5.3 Pre-Bid Conference & Clarifications................................................................... 46

5.3.1 Pre-bid Conference .................................................................................... 46

5.3.2 Responses to Pre-Bid Queries and Issue of Corrigendum/Addendum (if any)

47

5.3.3 Right to Terminate the Process ................................................................ 48

5.3.4 RFP Document Fees ................................................................................... 48

5.3.5 Earnest Money Deposit (EMD) ................................................................. 48

5.4 Submission of Proposals .................................................................................... 49

5.5 Authentication of Bids ......................................................................................... 51

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5.6 Preparation and Submission of Proposal .......................................................... 52

5.6.1 Proposal Preparation Costs ...................................................................... 52

5.6.2 Language .................................................................................................... 52

5.6.3 Venue & Deadline for Submission of Proposals ..................................... 52

5.6.4 Late Bids ...................................................................................................... 53

5.7 Evaluation Process ............................................................................................. 54

5.7.1 Tender Opening (Pre-Qualification) ......................................................... 54

5.7.2 Tender Validity ............................................................................................ 54

5.7.3 Tender Evaluation ...................................................................................... 55

5.8 Pre-Qualification Evaluation ............................................................................... 56

5.9 Technical Evaluation .......................................................................................... 60

5.10 Financial Evaluation ............................................................................................ 69

5.11 Award of contract................................................................................................ 69

5.11.1 Right to Accept Any Proposal and To Reject Any or All Proposal(s) ..... 69

5.11.2 Notification of Award ................................................................................. 70

5.11.3 Contract Finalization and Award .............................................................. 70

5.11.4 Performance Bank Guarantee .................................................................. 70

5.11.5 Signing of Contract .................................................................................... 71

5.11.6 Failure to Agree with the Terms and Conditions of the RFP.................. 71

5.12 Dispute Resolution Mechanism ......................................................................... 71

5.13 Notices ................................................................................................................ 73

5.14 Force Majeure ..................................................................................................... 73

5.15 Exit Plan ............................................................................................................... 73

5.16 Transit Insurance ................................................................................................ 74

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5.17 Fraud and Corrupt Practices .............................................................................. 74

5.18 Change request .................................................................................................. 76

6. Payment Schedule ................................................................................................... 77

7. Annexure ................................................................................................................... 80

7.1 Service Level Agreements .................................................................................. 80

7.1.1 Implementation ............................................................................................ 80

7.1.2 Operations .................................................................................................... 81

7.2 Expected timelines for activities to be performed by the vendor ..................... 82

7.3 Security standards for data transfer ................................................................... 84

7.4 Bidder's Profile .................................................................................................... 85

7.5 Checklist for Pre-qualification Bid ...................................................................... 86

7.6 Submission templates ........................................................................................ 86

7.6.1 Technical Bid Checklist ............................................................................... 86

7.6.2 Letter of Proposal ......................................................................................... 88

7.6.3 Undertaking on Support to Third Party Solution acceptance and certification 91

7.6.4 Project Citation Format ................................................................................ 93

7.6.5 Format of Curriculum Vitae for proposed manpower ................................ 94

7.6.6 Commercial Bid Checklist ........................................................................... 95

7.6.7 Commercial proposal Covering letter ......................................................... 99

7.6.8 Form for Undertaking on Total Responsibility .......................................... 102

7.6.9 Form for self-declaration of not been Blacklisted .................................... 103

7.6.10 Template for Performance Bank Guarantee ............................................ 104

7.7 List of Project related documents .................................................................... 106

7.8 Draft list of complaints and service requests .................................................. 107

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1. Introduction

1.1 Objective of the RFP

The objective of the RFP is to solicit bids from interested parties for the development, deployment and maintenance of a multi modal Grievance Redressal System [GRS] under the End-to-End Transformation of the PDS being undertaken by the Food Supplies and Consumer Welfare Department [FS& CW Dept.] of the Government of Odisha. One of the mandates of the NFS Act is to establish a robust, effective and transparent GR system for all the stakeholders involved in the PDS programme.

1.2 Schedule for the bid process Sl Events Date & Time 1. Release of RFP Dt: 18-05-2016

2. Receipt of Pre-Bid Queries Dt: 26-05-2016 Hr: 5 PM Email: [email protected]

3. Pre-Bid Conference Dt.: 30-05-2016

4. Publication of Pre-Bid Corrigendum Dt: 02-06-2016

5. Last date of Submission of Bid Dt: 16-06-2016 Hr: 3 PM

6. Opening of Pre-Qualification Dt: 16-06-2016 Hr: 5 PM

7. Opening of Technical Bid Dt: 17-06-2016 8. Opening of Financial Bid Dt: 21-06-2016

mailto:[email protected]

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1.3 Fact Sheet Topic Explanation

Method of selection

Least Cost Basis after Technical evaluation method shall be used to select the solution provider for software development and deployment for Grievance Redressal System for the State of Odisha. Financial bid of only those bidders who qualify in Technical Bid by scoring 80% or above shall be evaluated. Lowest bid among opened Financial bids will be awarded the contract. Consortium and sub-contracting is NOT allowed.

RFP Document Fee

RFP document can be downloaded from the websites www.foododisha.in,www.oscsc.in,www.odisha.gov.in,ww.tenders.gov.in. The bidders are required to submit a non-refundable document Fee of Rs.10,000/‐ (Rupees Ten Thousand Only) by Demand Draft in favour of “Odisha State Civil Supplies Corporation Ltd. (OSCSC) “ and payable at Bhubaneswar from any of the scheduled bank along with the Proposal. Proposals received without or with inadequate RFP Document fees shall be rejected.

EMD

Along with the Pre-Bid, Bidders shall submit EMD of Rs. 5, 00,000/- (Five Lakh only), in the form of a Demand Draft issued by any scheduled bank in favour Odisha State Civil Supplies Corporation Ltd. (OSCSC), payable at Bhubaneswar, and should be valid for 90 days from the last date for submission of the RFP.

Project Period

3 Years inclusive of software development, implementation and backend assistance and a comprehensive warranty from the date of Go Live for all equipment. This project includes deliverables relating to Software development and deployment, Training and Technical Support Services, design and creation of Database, Database Management System, Technical Support, Statistical and Analytical Reports generation and maintaining Data Privacy relating to each of above activities .

Handing over The selected vendor must handover all deliverables to Managing

http://www.foododisha.in/

http://www.oscsc.in/

http://www.odisha.gov.in/

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Topic Explanation deliverables Director, OSCSC Limited and exit successfully within the

stipulated time.

Language The Proposal should be filled by the Bidder in English language only.

Pricing The bidder should quote price in Indian Rupees only. The offered price must be inclusive of taxes. Tax component should be mentioned separately.

Bid Validity Proposals/ Bids must remain valid 180 days after the last date of submission of bid.

Proposal submission

Bidders must submit an original copy and one additional copy of each proposal along with one copy of non-editable CD of Pre –qualification & Technical Proposal.

Only one original copy of the Commercial Proposal should be submitted.

For all correspondence with respect to

this RFP

Managing Director , Odisha State Civil Supplies Corporation Limited (OSCSC) Head Office, C/2 Nayapalli, Bhubaneswar - 751012 EPBX - (0674) 2395391/2394956 Fax - (0674) 2395291/2390199 Email : [email protected]


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2. Scope of Work & Services- Project Implementation

2.1 Overview

The minimum specified Scope of Work that needs to be undertaken by the successful Bidder for implementation and maintenance of GR system & PDS helpline are given below and the work is to be performed as per the specifications and conditions mentioned in different parts of this document, any further amendments issued in this regard and the Contract is to be signed by the successful Bidder.

2.2 Application Software Requirement for GR System

The scope of work for the vendor with respect to the Application development includes Solution Design, Development, Testing, Implementation and Maintenance of the solution. Lists of the major works are as follows.

2.2.1 Design and Development

a. To prepare a System Requirement Specification (SRS) report – based on existing requirements of the state, the functional requirements and the “To-Be” Process flows for e-enabling the services identified for implementation under PDS helpline.

b. To design the solution architecture. c. To develop the GRS solution (web based and installable GUI) based on the

specifications finalized through the System Requirement Specifications (SRS) and solution design.

d. The solution should be capable of adding Grievances even without connectivity.

e. A 3rd party quality certifying agency (like STQC) to be engaged by the Application developer from the very beginning of the project to ensure that proper application design and development standards are met.

f. Integration with the Ration Card Management System (RCMS), Supply Chain Management System (SCMS), FPS Automation System and Transparency portal.

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Note:-

a. Department would share existing manuals, rules and procedure related to GR/ escalation matrix etc.

b. Relevant database details of existing applications will be provided to the vendor by the department.

c. SMS and Email GW shall be provided by the department

2.2.2 Application Software Testing

a. To design Test Cases for the solution testing using the data, to be digitized separately

b. Prepare the Traceability Matrix of the requirements w.r.t. the test cases c. To prepare the testing approach and plan d. To perform the Unit , System Integration , Load and Performance testing of

the solution based on the approved test plan, document the results and fixing of the bugs found during testing

e. The Implementation Partner needs to get all the modules of the developed GRS application duly tested and accepted by STQC (Standardization, Testing and Quality Certification), Directorate of IT.

2.2.3 Installation/ deployment

a. Installation and Configuration of GRS solution. b. Installation/integration of Operating System, Database, Application Server

etc. c. Configuration of Users, providing access as per roles defined by

Government. d. Updation of Installation Manuals with lessons learnt/identified Gaps. e. To implement the GRS solution in the department – based on an

independent assessment of the software, user acceptance and testing. f. To ensure that the software design and implementation takes care of

necessary security aspects such as data safety, access controls, integrity, back up measures and disaster recovery.

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g. Deployment and roll out of the GRS solution in all the locations as suggested by the Government.

2.2.4 Training

a. To impart training to the stakeholders comprising of District Collector, Additional District Magistrate, Sub-Collector, Block Development Officers, and staffs of the CSO office.

b. To train the designated technical and end user staffs to enable them to effectively operate the system.

c. To prepare the detailed training plan, training manuals and documentation of the training program conducted.

Training on New Processes/ Software Training

a. The topics to be covered under this have to be prepared and would cover mainly the post operationalization of the Software.

b. The training is to be provided to the selected employees of the State Office/District Administration and associated offices identified for accessing the computers/GRS application.

c. Training material: user manual, Dos/Don’ts notes, etc. d. The software vendor would prepare a comprehensive training course for

the software package in use and maintenance of the software application. e. During this training, the trainees could also be asked to carry out the

routine functions using the software. f. Training material -user manual, Dos/Don’ts notes, etc. g. Training on basic hardware problems and solution. Training on basic

networking and transmission of data should also be covered in this module.

h. Training of the System Administrators at District and other levels. i. The training would be provided to selected staffs of District Administration

and other associated offices. j. Training Material: Appropriate literature on System Administration topics.

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2.2.5 Technical Documentation

a. To provide full documentation of the SRS and design (including Entity Relationship (ER) diagrams, flow diagrams, UML diagrams etc.) installation and implementation of the software and user manuals both in hard copy and a soft copy on a Compact Disc (CD).

b. The technical documentation involving detailed instruction for operation and maintenance is to be delivered to every unit starting from block level to state level. The language of the documentation shall be in English.

c. Such manuals shall include illustrated catalogues, reference manuals, technical manuals and operation manuals for the purpose of operating the solution. Complete documentation of the solution should include:

a. Hardware Manuals b. Operating System(s) Manuals c. Utilities and general software reference manuals d. Manuals for every software package including Third Party Software e. Computer based trainings and help documentation

d. Any level/version changes, explanation and/or clarifications in the above mentioned documentation, made during the currency of the Agreement, shall be supplied by the Bidder free of cost, as and when such changes are generally made available.

e. The sets of documents and manuals, supplied and delivered by the proponent shall be in reasonable detail and be current at the time of delivery; be in English language; include system operations, operating system and the Third Party software products; include error recovery instructions; include hardware and software debuggers/diagnostics/listing; include ready reference; and include illustrated parts and catalogues.

2.3 Warranty and Maintenance a. Selected vendor shall provide a comprehensive One year warranty from the

date of Go Live for all equipment and 2 years AMC after that . This would include maintenance for overall system stabilization, solution maintenance, system administration, security administration, database administration,

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network administration and end-user problem resolution. The operational support will have to be provided at least at the District Collector office /any other identified locations, through a suitable helpdesk system, to ensure that the solution is functioning as intended and that all problems associated with operation are resolved satisfactorily in given timeline.

b. Selected vendor shall obtain the 4 (four) year product warranty and 5 (five) year onsite free service warranty from OEM on all licensed software.

c. This warranty should also cover adapting the software for any additional requirements that might come to the notice of FS&CW Dept. at the time of actual use of the software.

d. The vendor shall provide free software updates during the warranty period from the date of acceptance for all software components like Operating Systems, Management Software, Anti-Virus software or any other software which would be part of the supplies

e. Selected vendor shall provide the performance warranty in respect of performance of the installed software to meet the performance requirements and service levels in the RFP.

f. Selected vendor is responsible for sizing and procuring the necessary software licenses as per the performance requirements provided in the RFP. During the warranty period, selected vendor shall replace or augment or procure additional licenses at no additional cost to the FSCW Department/OSCSC Ltd in case the procured software is not adequate to meet the service levels.

g. Selected vendor shall use the antivirus which is available at state. However in case there is a requirement to procure the license for anti-virus, selected vendor shall in consultation with procure the anti-virus Licenses and maintain the service part.

h. Selected vendor shall monitor warranties to check adherence to preventive and repair maintenance terms and conditions.

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i. The Selected vendor shall ensure that the warranty complies with the agreed Technical Standards, Security Requirements, Operating Procedures, and Recovery Procedures.

2.4 Responsibilities of the Tenderer

State Government is the owner of the project and the role of the FS & CW department for the successful implementation of the Application software includes discharging the following responsibilities:-

a. To ensure that all the identified stakeholders of department, OSCSC Limited, etc. takes active participation in the project.

b. To identify key points of contacts who would be able to dedicate quality time with the vendor.

c. To conduct review meetings at regular intervals to monitor the overall progress of the project.

d. To ensure speedy centralized issue resolution. e. To ensure timely sign-offs. f. To provide necessary infrastructure support and resources to the vendor during

the development stage. g. To handle the crucial change management. h. To coordinate with other Government agencies and departments when

required. i. Provide categorization of complaints and complaint forms. j. Provide list of departmental users and their access privilege requirements. k. Provide responsibility/escalation matrix for use in the GR system l. Necessary access for required integration/ linkage with MSDG. m. Ensure access to SDC for installation of the GR application. n. Ensure that reports feed into transparency portal o. Ensure presence of operators in the training programs. p. Holding awareness campaign and IEC.

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2.5 Proposed Architecture Indicative 3-tier architecture is proposed for the Application Solution. The entire processing should take place in the following layers: User Interface Layer (User application): This application/web portal will be responsible for the addition/deletion, search etc. of information. This could be in the form of a web based application or an installable GUI (Graphical User Interface).This layer will take inputs from the data digitization and update them to the backend database. Application Layer: This layer will be responsible for the implementation and translation of actions performed on the web portal into functionalities. Database Layer: This layer will be responsible for the manipulation and storage of data. As per the requirement of the application process, the databases may be separated as per the requirements of the State. The GRS application to be developed should be able to provide necessary interface to integrate in future with the XML based service gateway to facilitate interoperability with other Government application and secured payment gateway.

Instructions

1. The RDBMS should be compatible with Microsoft based platforms and should work with CPU based licenses.

2. IDE could be a compatible open source technology with a suitable reporting tool.

3. Suitable design/ CASE tools and Project Management tools would be provided. 4. The application software should support Netscape/Internet Explorer and other

open source browsers such as Fire fox Mozilla / Opera/ Safari/ Konquerer as browser front ends.

5. The application architecture/ framework needs to be homogenous across all the application suites.

6. Use of XML for standardization of data exchange protocols wherever required. 7. The system should support English, Oriya and Hindi and needs to be unicode

compliant.

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8. The system should provide support for conversion and importing of data from one database to another.

9. The system should ensure data security and integrity by scheduling backups. 10. The Intellectual Property Rights of all the software code, data, algorithms,

documentation, manuals, etc. generated as a part of implementation of this project shall solely vest with the Govt. of Odisha.

11. The final configuration of the application suites along with functional requirements will be frozen at the time of the SRS sign off.

12. The design of the solution architecture should be dynamic to adopt increased/decreased number of services

13. The application should be capable of integration with other applications and migration from other application including CTI based application (if any).

2.6 System Study and Design

The selected vendor shall carry out a detailed systems study to prepare/ refine the Functional requirements specifications and formulate the System and Software Requirements specifications documents incorporating the functional specifications and standards. The vendor shall create and maintain all project documents that shall be passed on to the Food Supplies Department as deliverables as per the agreed project timelines. The documents created by the vendor will be reviewed and approved by the FS&CW Dept. Please refer to the detailed list and the expected timelines for completion of activities of the Vendor as provided in this RFP. 2.7 Functional Requirements of Grievance Redressal Solution

The GR platform for the TPDS in Odisha is currently reliant on the Sanjog helpline that operates as GoO’s grievance redressal system for all government social security programs. The new GR system dedicated to TPDS will replace the Sanjog helpline. Henceforth all grievances related to TPDS would be routed through the new GR system.

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The new GR system will have the following five components (see figure 2), for performing the envisaged functions in a comprehensive and effective way.

Figure 1: Five components of online grievance redressal mechanism

The desirable features of the key components of the TPDS GR system are listed below

in Figure 3.

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Figure 2 : Key features of the proposed grievance redressal solution

The above modules and scope of work is described in the following sections

2.7.1 Multimodal system of registering grievance

The Vendor should ensure that the GR system has provision for the aggrieved citizens to record complaints through a variety of mechanism as per their convenience. Enhanced convenience in registering the grievance would significantly reduce the disincentives in taking a complaint to the authority- a problem that is rampant in the TPDS.

a) The system should have a multilingual (Odiya, Hindi and English) web-based/installable application form in the GR portal, where the complainant can directly lodge the compliant. Similarly the call centre operators and authorities should be able to feed-in complaints received through multiple means. The GUI based application shall aide the department in capturing complaint through their respective logins.

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b) The complaint forms will have certain mandatory fields that need to be filled in for registering the complaint in the system. There should be provisions to notify complainants through operators when submitted information is inadequate (especially in complaints through letter and fax) and collect details through phone or other forms of communications.

c) The GR system should register complaints through toll-free number, SMS, email, fax, letters, postcards and scanned documents sent through emails. Based on the SMS received from beneficiaries, the operators will speak to the complainant and will register the complaint in the system. Similarly the helpline operator should be able to proactively call the complainants and register their complaints, if any. Similarly the GR system would also have options for registering complaints based on media reports.

d) The TPDS computerisation guidelines requires setting up of two helpline numbers - 1967 and 11 digit toll free number starting with 1800. These toll free numbers should be integrated with the GR solution. These toll free lines line is facilitated by the FS&CW Dept., Government of Odisha. It will be operational from 10 A.M to 6 P.M. on all working days.

e) The TPDS helpline shall use these lines for receiving/sending calls. The GR system should have functionalities to keep record of all forms of complaints through phone (voice), SMS, email, fax, letters and postcards and scanned documents sent through emails. These complaints should be recorded in the system through help of operators within 24 hrs of the receipt of the complaint.

f) The GR system should not exclude any of the prevailing practices of lodging complaints. The grievances filed by beneficiaries in public meetings and grievance sessions before designated officials of State/District/Sub-Division/Block should be also fed in the new GR system. Mechanism followed by government currently for issuing acknowledgment receipt for written compliant should be also followed. Similarly, the GR system should have provision to lodge complaint filed by vigilance committee members (a role also envisaged in NFSA’ 2013). In order to include these ways of complaint lodging, it is advisable to create mechanisms that would channel these forms of

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complaints into the GR system with maximum possible stakeholder convenience. While there should be provisions for authorities to collect complaints in prescribed forms and feed it in the GR system directly, there should be also provisions to pass on the complaint details/ RC number to the helpline operator. Based on the details received from the authorities, the helpline operator would register the complaint in the system. If required the operator will get further details from the complaint to complete the complaint form. It should be ensured that such complaints received by authorities are registered in the GR system within a prescribed time limit, as notified by the FS&CW Dept., Government of Odisha.

g) GR system should also have provision for separately recording the grievances from VIPs like honourable MPs/MLAs/Ministers/GoI officers and different commissions like women’s commission /Human Rights Commission.

h) The time taken for lodging the complaint should be also minimised to the extent possible. Based on Aadhaar/ RC number, the application should be able to auto-populate the complaint form automatically after retrieving information from RCMS (about complainant, FPS dealer and relevant authority).

i) Similarly the system should have functionality to display dashboard on the operator’s desktop showing details including open complaints and history of previous complaints made by the complainant based on Aadhaar number/ Ration card number.

j) Previous complaint history should include details of logged complaints, appeals and their status and gist of summary orders if any made.

k) The GR system should also have provisions to log/accept complaints made by a group of people together (often as a way to protect individuals from retaliation). This would require ability to record multiple names as complainants.

l) There should be also provisions to lodge the complaint anonymously, where personal details could be skipped while entering the details. This would help in cases where the complainant fears backlash by FPS owner and other stakeholders.

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m) The GR system should also have option where the complainant can share their personnel profile for registration in GR system but could request not to publish them in the transparency portal or website.

n) There should be also scope to enter the resolutions of social audits/ Gram Sabha and lodge complaint based on it. There should be separate complaint forms with additional fields in the form for capturing the details of social audits in an elaborate manner.

o) The system should have the capacity to immediately notify the complainant through SMS/ e-mail with the ticket number, expected time of resolution and handling authority at the time of complaint registration. In case of complaints from VIPs, an automated formal letter should be generated acknowledging the receipt of the complaint for despatch through post, email and any feasible means of communication.

p) The complaint categories should include detailed process level lapses (see annexure 7.8 for a draft list of complaint). The department should have access to customise these complaint categories.

q) Apart from the option of choosing pre-defined complaint categories, the system should also offer provision to enter open ended complaints (choose others and type the details).

r) There should be also provisions to register multiple levels of lapses/complaints (multiple choice options) with respect to a FPS/ Warehouse etc.

s) The solution should have the features to upload documents, videos or other supporting evidences, if any complainant wishes to do so. Such document should be automatically recorded in the GR system.

2.7.2 Centralised category based complaint routing

The GR solution should have a centralised complaint routing system, that lodges or auto-escalates the complaint to the right authorities in a cost-effective and time-bound manner.

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a) The system should have the capacity to automatically generate a unique ID number for all complaints (through all sources Voice, data, Scans) entered in the solution. All the complaints should be automatically indexed and stored in a common database.

b) There should be a workflow based system and the solution should enable automatic task assignment, escalation and notifications to keep the process efficiently moving.

c) An escalation matrix with properly laid out timelines for escalating and addressing complaints with clear enforceable punitive actions would be laid down as per TPDS computerisation guidelines/state rules/ NFSA’ 2013 directives. The Detailed Standard Operative Procedure would be prepared for the detailing out the steps for effectively resolving the grievance.

d) The application should have provision to change the timeline for selected cases after recognising the sensitivity and seriousness of a particular complaint.

e) The application should allow easy customisation of escalation matrix by the authorities, to enable incorporation of changes in the rules.

f) On registration of a new complaint, the system should automatically forward the complaints to the concerned District level authority. Based on the registered complaint details, the District level authority should judge the gravity of case and instantly place service request through the system to relevant officials on the same day. Following this, the GR system should perform auto-escalation routines based on the SLA and timelines, as prescribed in the escalation matrix decided by the FSCW/OSCSC Ltd from time to time. During auto-escalation routines, service request and the timelines should be automatically messaged to the officials. In case of in-action by authorities, based on an escalation matrix, the application should auto-escalate the compliant to higher authorities and record the action taken at each level.

g) However, in cases where any authority feels that they would be unable to handle the complaint, there should be provision to immediately escalate the

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complaint manually to next authority in the escalation matrix, after recording the reasons.

2.7.3 Automated complaint tracking and support for GR resolution

a) The GR system should have separate user ids for helpline operators; authorities for block, district & state level authorities; vigilance committee members, and general public (open login). The users will have different access controls as defined by the department.

b) The GR system should be accessible to the authorities to view case documents/grievances assigned to them in a dashboard and to update the status after performing their grievance redressal functions. It should also allow them to re-assign the complaint to higher authorities before stipulated time and state the reason for re-assigning. The status set by the authorities should indicate the status- under enquiry, resolved and reassigned. The authorities at different levels should also have provisions to record their comments at different stages of GR resolution, i.e., when the complaint is under enquiry, resolved, reassigned and reopened.

c) The GR system should capture the time-stamped trail of comments and display them while authorities view the compliant.

d) System for tracking and follow-up of complaints (if unresolved or no action) at pre-defined intervals as per an escalation matrix, should be a crucial part of the GR system. In order to allow tracking and follow-up, the system should assign a unique ticket number to every complaint. It should detect any change in the status of a given unique ticket number and should give the current status of the complaints against a pre-defined service level.

e) The systems should also have the ability to track all the complaints from a particular citizen with help of the respective globally unique ticket number.

f) The system should be able to auto generate an action taken report that captures comments at each escalation level. The solution should help track

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and assess the seriousness of efforts taken at different level and pin-point the performance achievements and failures of concern authorities.

g) The GR system should store and archive all forms of multi-modal complaints received and the process followed to resolve it.

h) The system should anticipate deadlines and send alerts to the authorities and supervisors by email, SMS alerts. Each day the system should check all open grievances for pending actions and sends alerts when these are imminent.

i) There should be mechanisms to make sure that GR resolution is not delayed due to leave or vacancy of officials. The system should allow the authorities on leave to set their status in the application and re-assign the complaint to colleagues/ supervisor based on rules defined by Department. Alternatively, complaints should be assigned to primary authority and secondary authority (person above in the escalation matrix). In the absence of primary authority, the secondary authority (a supervisor who would be aware of leave status of the subordinate) should become primary authority.

j) The GR application should only allow authorized user to access the GR application (based on jurisdiction/hierarchy defined by the department). It should pop-up a message whenever a complaint is referred to the authority or immediate subordinates. Solution should have simple and user friendly user-interface with facilities to search complaints, update the status of complaint/close the complaint, upload photographs or attach documents while updating the status and should have functionality to work in offline mode and latter synchronise with the database.

k) The GR system should capture the time-stamped audit trail and electronic signature of the authorities during the complaint processing at each level.

l) Rules for compensation for complainants on denial of entitlements and penalties on authorities for non-adherence to service levels may be framed by the department. Based on these rules, the GR system should also have provisions for designated state level and district level authorities to impose penalties on sub-ordinates. Similarly it should have provisions for issuing compensation orders to the complainants.

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2.7.4 Automated complaint status and resolution notification

a) The system should collect the complainants’ preferred mode of communication (e.g. phone, email, letter etc.) at the time of lodging the complaint. In case of group complaint, a common address for communication could be recorded.

b) Once a complaint is registered in the GR system, an automated acknowledgement receipt should be sent to the complainant instantly through an SMS/ e-mail containing ticket number, authority handling the complaint and tentative date of resolution. In case the complaint is registered over phone, the same would be also conveyed by the operator over phone. Wherever the mobile number or e-mail of the compliant is not available, the ticket number would be sent through other possible means like fax (if a landline available), post-card, letter etc. The GR system needs to keep track of such despatches including delay in sending such dispatches.

c) In order to make the GR effective, it is important to increase the transparency of the grievance redressal process. The system should have a dashboard to view the resolution status at different stages. The detailed comments by authorities at each level of escalation matrix should also be available for public view and printing. The status of a complaint should be also available in public and administrative view, through the website. There should be also provision for the complainant to contact the Helpline to find out the status of the grievance. There should be also scope for all persons to register in the GR portal and with added steps to track the status of such complaint/ complaints.

d) The system should also proactively keep the complainant and citizens informed about the stage/status of their complaint and should notify them about the complaint’s resolution status with action taken report. The system should automatically notify the complainant through SMS, each time, the complaint is routed to an authority or auto- escalated along with comments by the authority who could not resolve the complaint by the stipulated time. Similarly the complainant should be notified instantly after the complaint is resolved. In such case, the notification should include the detailed action taken report, detailed

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comments by action tacking authority and details about complaints’ rights to challenge the pronouncement through preferred mode of communication. Such notifications should also be shared with concerned Vigilance Committee, Block level advisory committee and should be displayed in the Transparency Portal.

2.7.5 Automated system performance monitoring

The system of grievance redressal should be dynamic in order to adapt and change for better performance. It should have capacity to monitor the progress and learn from the failures. Besides, it should identify instances of complainant dissatisfaction and route them to the pre-defined external authority, with concurrence of the complainant.

a) The system should auto-generate SMS/email for closed complaints to capture real-time feedback. The complainants may rate his/her satisfaction with respect to closed complaints using the satisfaction rating scale ranging from 1 to 5, indicating 1 as minimum in scale of satisfaction and so on.

b) The helpline operator should also give information to the aggrieved and dissatisfied complainants about their rights to appeal to State food commission and could forward their case to these institutions after consulting the complainant.

c) The GR system should have the facility to generate online reports based on geographical area/ complaint category and has provision to export the same in a different format (pdf and xls). It can also produce reports that show status at different escalation levels.

d) The GR system should enable access controls for senior food department official, who should conveniently be able to search information sorted according to date, complaint status, department/section, service, district, block, sub division and circle. The system further needs to have capacity to generate adhoc monitoring reports. Such reports could proactively point out the systemic deficiencies by aggregating the individual complaint status.

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e) The GR system should be able to produce following customised monitoring and analytical reports to monitor system efficiency.

Key monitoring and analytics report Complaint logging reports Complaint tracking & routing reports Complaint resolution reports Resolution notification reports Resolution implementation reports

Specifications for each report are provided below.

Table 1 : Key monitoring reports under grievance redressal system

Details of MIS Flags raised Frequency of

MIS Action taken

Complaints received

Data not entered correctly

Weekly Communicate to data entry operator

Complaints routed Delay in routing Relevant authority not identified

Weekly

Immediately route to the concerned authority Identify relevant authority and route to the same

Complaint resolved

Delay in resolution Weekly Immediately send reminder to concerned authority

Resolutions communicated to the beneficiary

Has not been communicated or delay in communication

Weekly

Check for technical issues, if any (mismatch of tracking number etc.) or inform the beneficiary proactively if he is not aware how to track the complaint

No. of resolutions implemented

Weekly

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f) The MIS system should also be able to generate region wise FPs level, Gram Panchayat level, Block level, Sub-division level, District level and State level periodic report. It should create regular reports on trend of complaint resolution at all these levels for a given period.

g) These MIS reports would be discussed at weekly/ monthly departmental review meeting on grievance redressal held at Block, Sub-Division, District and State level (as per rules defined by the department). The GR system should have provisions to capture the proceeding of the meetings. There should be scope to enter the key decisions and follow-up action with respect to specific grievances into the GR system.

h) The GR system should also support other institutions in performing their vigilance role. The system could generate Gram Panchayat/ FPS level customised report that could serve as a transparency tool for the statutory social audit. There should be provisions to get adhoc reports that could be used for investigative and prosecution purposes by District Grievance Redressal Officer (DGRO) and State Food Commission (SFC). Such reports could also help the SFC prepare the annual report meant for submission to the State legislative.

i) The GR system should also generate performance reports of Districts, FPSs and authorities based on SLAs. The Districts and FPSs should be also ranked quarterly, based on performance indicators such as numbers of complaint frequency, grievances addressed/ resolved and complainant feedback. The following figure shows the required performance reports for different levels. Such customised and adhoc SLA reports could also help in reflecting on performance of authorities and creating incentives for good performance.

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Figure 3: Overview of performance reports– stakeholder hierarchy for data access & summary of available reports

2.8 Standardization Testing and Quality Certification (STQC)

The selected vendor will be responsible for engaging a 3rd party Quality certifying agency (STQC) to conduct the assessment / review for the system before “Go Live” without any extra cost. The Department/ External partners of GoO shall have the right to audit and inspect all the procedures and systems relating to the provisioning of the services. If there is any change / addition in the application’s functionality then the selected vendor will have to obtain the STQC Certification for the changes / additions.

The selected vendor shall ensure the following points are duly addressed for successful completion of STQC Certification:

a. Successful completion of Application Audit. Application audit will include: i. Functionality audit that will map the functionality delivered to the FRS agreed

upon during development phase. ii. Identify the nature and type of transactions being processed by the application

systems.

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iii. Determine systematic measures implemented to control and secure access to the application programs and data including password controls, user authentications, roles and responsibilities, audit trails and reporting, configuration and interface controls, etc.

b. Review of database structure including: i. Classification of data in terms of sensitivity & levels of access ii. Security measures over database installation, password policies and user roles

and privileges iii. Access control on database objects – tables, views, triggers, synonyms, etc. iv. Database restoration and recoverability v. Audit trails configuration and monitoring process vi. Network connections to database

c. Review of Network and Website will include: i. Penetration and vulnerability testing ii. Security exposures to internal and external stakeholders

d. Definition and Implementation of Security Policies and Controls will include: i. Define and implement backup process, including schedule, storage, archival

and decommissioning of media. ii. Define IT Change Management process, Incident Management process –

covering identification, response and escalation mechanisms. iii. Define and implement Anti-virus (malware) controls –patching, virus definition

file update. Note: - No extra cost shall be paid for STQC on any changes/ modification in the software in later stage.

2.9 User Acceptance Testing

There will be an Operational Testing Group (OTG) to perform User Acceptance Testing (UAT) of the Application system. The department will be responsible for

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providing final acceptance sign off, after consulting the OTG, who shall represent the department in reviewing the deliverables provided by the selected vendor.

The UAT will be initiated from the stage when the first phase of application software would be delivered by the selected vendor and would conclude till after go-live. The review will focus on completeness of the deliverables & the compliance of the deliverables to best practices and standards.

2.10 Integration of solution with IT Infrastructure at FS&CW department

The selected vendor will be responsible for integration and configuration of solution with the entire Infrastructure set-up, including but not limited to the following: 1. All IT Infrastructure including operating systems and any other system software

required for making the solution operational and tuned for satisfactory performance.

2. The solution will be installed and configured with IT infrastructure in accordance with the IT policies of the State of Odisha.

3. The Vendor will ensure that the reports for monitoring of SLAs such as system uptime, performance, etc. are generated from the system.

The successful bidder has end to end responsibility for carrying out all the above steps. The successful bidder is also accountable for the on-site implementation of these steps. Thus the bid document must include details of all additional requirements (awareness, manpower, training etc.) needed to perform the activities detailed in sections.

2.11 Licenses 1. The system software licenses mentioned in the Bill of Materials shall be

genuine, perpetual, full use and should provide upgrades, patches, fixes, security patches and updates directly from the Original Equipment Manufacturer (OEM). All the licenses and support (updates, patches, bug fixes,

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etc.) should be in the name of Odisha State Civil Supplies Corporation Ltd. (OSCSC).

2. The Selected vendor shall provide with a full use licenses for all software purchased or developed. All the licenses and support (updates, patches, bug fixes, etc.) should be in the name of Odisha State Civil Supplies Corporation Ltd. (OSCSC). Selected vendor shall provide a comprehensive warranty that covers all components after the issuance of the final acceptance by Odisha State Civil Supplies Corporation Ltd. (OSCSC). The warranty should cover all materials, licenses, services, and support for software. Selected vendor shall administer warranties with serial number and warranty period.

3. Selected vendor shall transfer all the warranties to the Odisha State Civil Supplies Corporation Ltd. (OSCSC) at no additional charge at the time of termination of the project. All warranty documentation (no expiry) will be delivered to the FS&CW department/OSCSC Limited.

4. The Selected vendor shall review the licenses requirements with the department. The department shall clarify on the licenses requirements to be bought by the selected vendor and availability at State Data Centre.

2.12 Capacity Building / Training 1. The selected vendor shall ensure that the following activities of capacity

building will be undertaken: 2. Imparting training on use of the solution, Business Process Reengineering

(BPR) and Change Management. a. Such trainings and skills will be imparted to all levels of government

employees / PMU members, users of GR application, helpline operators and other identified stakeholders involved in the processes pertaining to the selected services.

b. These would range from senior officers such as the State Department Secretaries up to the officials working in the districts, sub districts, blocks, ULB, CSC etc.

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3. Prepare and organize training programs to facilitate the user departments in the efficient usage of the new system.

4. Training shall encompass the knowledge of basic functionalities of user application, guidelines and other backend processes.

5. Training shall also be provided for teaching the basic trouble shooting activities in case of problems.

6. The Selected vendor would be required to prepare a detailed training plan covering at least the trainings to be conducted, targeted audience, location, dates for training, duration and training content. The training plan would be submitted to the Department as per timelines mentioned in this RFP for feedback and approval from the Department.

7. The Selected vendor would also be required to develop user manuals and computer based tool kits, PPTs and videos to promote self-learning and assist training participants in undergoing the training.

8. The Selected vendor should also ensure that there is an ability to capture feedback of training programs conducted to gauge the effectiveness of instruction and make improvements

2.13 Business Continuity Planning 1. The selected Bidder is expected to develop a Business Continuity Plan (BCP) and

Disaster Recovery Plan (DRP) for the operations carried out by the selected Bidder. An indicative list of activities to be performed by the selected Bidder is mentioned below:

2. There should be provision to view and feed in all dropped calls in the GR system. 3. If a call to the Call Centre gets disconnected, there should be a provision to save

incomplete complaint in draft modes along with details including phone number, date and time of call. The operator should call back the complainant and continue to complete the complaint. The system shall retrieve such incomplete complaint forms based on the caller’s phone number. Portal shall auto save applications periodically to enable Portal users to be able to retrieve last saved application

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status in case their connectivity to the Portal is disrupted. Portal users can then complete their compliant application and submit them. In both scenarios, the solution shall be designed to retain the incomplete complaints, till cleared by the system admin.

4. Designing and implementing adequate data backup, business continuity and restoration procedures for the application data (including but not limited to the database, attachments and all other data elements created in and generated by the system and users).

5. Ensuring that there is no single point of failure and adequate level of redundancy is built in to meet the uptime and other requirements of this RFP. While building redundancies, it should be ensured that failure of a single component of communication link does not result in failure of primary as well as secondary connectivity. Hence primary and secondary connectivity should be taken from 2 separate communication link providers and both links should not have any single point of failure. Preferably, all the redundancy will be in auto fail over mode so that if primary component fails, secondary component automatically takes over.

6. Database should contain the information about the personal details of the citizens, place of calling, date and time of call received, answer given, etc. on GR System which can be accessed from anywhere on the web by authorized users. Relevant redundancy measures need to be taken by the bidder to ensure no data loss due to any unforeseen events. All these information is extremely sensitive & the successful Bidder is strictly advised to follow all norms of information confidentiality.

7. Ensuring data backup till the last transaction occurring in the system to ensure enhanced service levels and following RPO and RTO objectives:

a. Peak hours: Zero RPO and Zero RTO b. Non-Peak Hours: Zero RPO and RTO <= 60 minutes

2.14 Information Security Management The Selected vendor shall ensure that adequate measures are taken by the bidder to ensure confidentiality, integrity and availability of the information for both the

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application and the databases. Below is a list of the guidelines (but not limited) that the Selected vendor must adhere to while designing and implementing the solution:

1. The proposed solution should provide security including identification, authentication, authorization, access control, administration and audit and support for industry standard protocols.

2. The proposed solution should include design and implementation of a comprehensive Information Security (IS) policy in line with ISO standards to comply with the security requirements mentioned in this section. The IS Policy shall include all aspects such as physical and environmental security, human resources security, backup and recovery, access control, incident management, business continuity management etc.

3. The proposed solution should ensure that data, especially those to pertaining to registration process, transaction process as well as the data that is stored at various points is appropriately secured as per minimum standard 128 Bit AES/3DES encryption.

4. The proposed solution should provide database security mechanism at core level of the database, so that the options and additions to the database confirm the security policy of the GoO without changing the application code.

5. The proposed solution should be able to ensure the integrity of the system from accidental or malicious damage to data.

6. The proposed solution should be able to monitor security and intrusions into the system and take necessary preventive and corrective actions.

7. The proposed solution should store User IDs and passwords in an encrypted format. Passwords must be encrypted using MD5 hash algorithm or equivalent.

8. The proposed solution should be capable of encrypting the password / other sensitive data during data transmission.

2.15 Confidential information

Either party may receive confidential information of the other party in connection with the performance of this Agreement. Neither party shall disclose the other party’s

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confidential information to any person or other third-party or make use of such confidential information for its own purposes at any time without the owner’s prior written consent; provided, however, that confidential information may be disclosed to government authorities if the disclosure is required by law and the disclosing party has provided the once notice and, if practicable, a reasonable opportunity to defend against such disclosure. Confidential information means any information (written, oral or observed) relating to: (a) donors and potential donors; (b) personal profiles of beneficiaries; (c) personal profiles of employees; (d) business and strategic plans; (e) finances; or (f) a relationship with any governmental entity. Confidential information also includes information specifically designated confidential by the owner or that the other party knows or reasonably should know is not generally known to the public. Upon the termination or expiration of this agreement, each party shall destroy or return such information of the other party in its possession, including copies and notes, and in the case of destruction, at the owner’s request shall certify to such destruction. Notwithstanding the forgoing, confidential information shall not include any information that is generally known to the public or readily ascertainable from publicly available sources. Each party shall take steps necessary to enforce these obligations with respect to its employees.

2.16 Project Management To have an effective project management system in place, it is necessary for the Selected Bidder to use a Project Management Information System (PMIS) to monitor the Project Progress. The Selected Bidder shall address at the minimum the following:

1. Create an organized set of activities for the project. 2. Coordinate and collaborate with various stakeholders including the

Departments concerned. 3. Establish and measure resource assignments and their responsibilities. 4. Develop a project plan schedule including milestones. 5. Measure project deadlines, budget figures, and performance objectives. 6. Communicate the project plan to stakeholders with meaningful reports.

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7. Provide facility for detecting problems and inconsistencies in the plan. During the project implementation the Selected Bidder shall report to the department, on the following items:

1. Results accomplished during the period; 2. Cumulative deviations to date from schedule of progress on milestones as

specified in this RFP read with the agreed and finalized Project Plan; 3. Corrective actions to be taken to return to planned schedule of progress; 4. Proposed revision to planned schedule provided such revision is necessitated

by reasons beyond the control of the Selected Bidder; 5. Other issues and outstanding problems, and actions proposed to be taken; 6. Interventions which the Selected Bidder expects to be made by the State Nodal

Officer and / or actions to be taken by the State Nodal Officer before the next reporting period. Progress reports would be prepared by Selected Bidder on a fortnightly basis.

7. Service quality Assurance 8. Change Control mechanism 9. Project Management activities 10. Issue Management to help identify and track the issues that need attention and

resolution from the State. 11. Scope Management to manage the scope and changes through a formal

management and approval process. 12. Risk Management to identify and manage the risks that can hinder the project

progress.

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3. Scope of Services - Operation and Maintenance Phase

The selected Bidder will be responsible for the day to day maintenance of the Grievance redressal system for the entire period of Contract. For the solution developed and deployed as part of this RFP, the selected Bidder will be responsible for smooth Operations and Maintenance Services for the period covering onsite support for a period of 3 years from the date of end of 1 year warranty covering the following:

1. Onsite Warranty support 2. Onsite Periodic and AMC support including repair and replacement 3. Annual Technical Support (ATS) for all the licensed software 4. Providing Help desk support with Escalation matrix for registration of

complaints related to the solutions deployed through this RFP at the State designated premises.

3.1 Overview of Post Implementation Services An indicative list of activities and nature of support to be provided is mentioned below:

1. System Administration and Trouble Shooting a. Overall monitoring and management of all solution deployed by

the selected Bidder for the Project including Server Infrastructure at SDC, Departmental locations, connectivity, system software, application, database, and all other services associated with these facilities to ensure service levels, performance and availability requirements as prescribed in the RFP are met.

b. Perform system administration tasks such as managing the user access, creating and managing users, taking backups etc.

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c. Performance tuning of the system to ensure adherence to SLAs and performance requirements as indicated in the RFP.

2. Network Administration and Trouble Shooting a. Coordinate with the network solution providers to maintain smooth

network operations and ensure uptime and performance requirements of the IT infrastructure as indicated in the RFP are met.

3. Database Administration and Trouble Shooting a. Undertake end-to-end management of database on an on-going

basis to facilitate smooth functioning and optimum utilization including regular database backup and periodical testing of backup data, conducting configuration review to tune database, maintaining the necessary documentation and managing schemes to database schema, disk space, user roles, and storage.

4. Overall a. Undertake preventive maintenance (any maintenance activity that

is required before the occurrence of an incident with an attempt to prevent any incidents) and carry out the necessary upgradation and replacement of software wherever needed to keep the performance levels of the GR system in tune with the requirements of the SLA.

b. Undertake reactive maintenance (any corrective action, maintenance activity that is required post the occurrence of an incident) that is intended to troubleshoot the system with sufficient teams.

c. Escalate and co-ordinate with its OEMs for problem resolution wherever required.

d. The selected Bidder will be required to comply with various policies relating to monitoring and management of software such

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as IS Policy, backup and archival policy, system software update policy etc. of the State of Odisha.

3.2 Annual Technical Support As part of the ATS services selected vendor shall provide:

1. Selected vendor shall maintain data regarding entitlement for software upgrades, enhancements, refreshes, replacements and maintenance.

2. If the Operating System or additional copies of Operating System are required to be installed / reinstalled / de-installed, the same should be done as part of ATS.

3. Selected vendor should carry out any requisite adjustments / changes in the configuration for implementing different versions of Application Software.

4. Updates / Upgrades / New releases / new versions / Patches / Bug fixes: The Selected vendor shall provide from time to time the Updates / Upgrades / New releases /new versions / Patches / Bug fixes of the software, operating systems, etc. as required. The Selected vendor should provide free Updates / Upgrades / New releases /new versions / Patches / Bug fixes of the software and tools to SDA as and when released by OEM.

5. Software License Management. The Selected vendor shall provide software license management and control. Selected vendor shall maintain data regarding entitlement for software upgrades, enhancements, refreshes, replacements, and maintenance.

6. Selected vendor shall have complete manufacturer’s technical support for all the licensed software problems and/or questions, technical guidance, defect and non-defect related issues. Selected vendor shall provide a single-point-of-contact for software support and provide

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licensed software support including but not limited to problem tracking, problem source identification, problem impact (severity) determination, bypass and recovery support, problem resolution, and management reporting.

3.3 General Requirements 1. Licensing Requirements

a. All system software, licenses, etc. have to be procured in the name of the FS&CW/OSCSC Limited.

b. The licenses should be perpetual and enterprise wide for the core application and other software unless otherwise stated. The software licenses shall not be restricted based on location and the FSCW Department/OSCSC should have the flexibility to use the software licenses for other requirements, if required.

2. Warranty and Support a. The selected Bidder shall warrant that the solution supplied to the

State of Odisha for this Project shall have no defects arising from design or workmanship or any act or omission of the selected Bidder. The warranty shall remain valid for the Contract period on all the items supplied as per the Contract.

b. Since the Project aims to reuse the common infrastructure created under SDC, SWAN and CSC Projects, the selected Bidder will also be required to coordinate with SDC, SWAN, CSC teams to ensure that uptime and performance requirements of the RFP are met. However, the selected Bidder shall be held solely responsible for performance and service levels of any software deployed by the selected Bidder as part of this Contract.

3. Knowledge Transfer

a. At the end of the Contract period, the selected Bidder will be required to provide necessary handholding and transition support

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to designated staff or any other agency that is selected for maintaining the system post the Contract with the selected Bidder. The handholding support will include but not be limited to, conducting detailed walkthrough and demonstrations for the IT Infrastructure, handing over all relevant documentation, addressing the queries/clarifications of the new agency with respect to the working / performance levels of the infrastructure, conducting training sessions etc.

b. Knowledge Transfer is an integral part of the scope of work of the selected Bidder. This will have to be done even in case the Contract with the Bidder ends or is terminated before the planned timelines.

Please note that this is only an indicative list. Any other activity, over and above these, as may be deemed necessary by the selected Bidder to meet the service levels and requirements specified in this Contract are also required to be performed by the selected Bidder at no additional cost.

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4. Overall Guidelines for Software Requirements

4.1 Software Requirements

General Guidelines

The software should support multi-user operation. Each levels Block, Sub-Division, District and State users may be defined. Each level should get a picture of grievances of their respective area and disposal matrix thereof.

The data generated should adhere to the GOI guidelines regarding computerization of TPDS. The format of the database (including the fields of information in the database) should follow GOI directives so that the information can be seamlessly uploaded to the GOI database (using web services or other modes as specified by GOI). For further details on GOI specified formats refer to www.pdsportal.nic.in

The digitized database should have provision to feed updated information to the transparency portal (www.foododisha.in).

As ensuring security of data is paramount, the digitized database must adhere to security standards mentioned in Annexure 7.3

Provision of Disaster recovery and database backup mechanism must be in place

Successful bidder shall follow standard software development Life Cycle (SDLC) processes for development of software, conduct all related testing such as unit testing, volume testing, destructive testing etc., before proposing for User Acceptance Test (UAT).

Once UAT is successful (at pilot locations), department will decide Go-Live date and ask the successful bidder to roll out accepted software, at all locations.

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The client software along with the source code shall be handed over to the department. Department will have full ownership and IPR of the software for any future roll out/ reuse/customization.

Should put in place support team; provide maintenance support for 3 years from the end of warranty period. The scope of software support services includes preventive and corrective comprehensive maintenance and cover installation, on-site diagnosis and resolution of software faults in response to reported problems. The Selected vendor will also resolve all the software problems detected during routine operational support activities and will ensure that the problems are resolved by repair or appropriate replacement as and when required.

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5. Instructions to the Bidders

5.1 General Instructions The bidder must have an office in Bhubaneswar. While every effort has been made to provide comprehensive and accurate

background information, requirements and specifications, Bidders must form their own conclusions about the solution needed to meet the requirements. Bidders and recipients of this RFP may wish to consult their own legal advisers in relation to this RFP.

All information supplied by bidders may be treated as contractually binding on the bidders, on successful award of the assignment by the FS&CW department /OSCSC Limited of Government of Odisha on the basis of this RFP.

No commitment of any kind, contractual or otherwise shall exist unless and until a formal written contract has been executed by or on behalf of the FS&CW/OSCSC department, Government of Odisha. Any notification of preferred bidder status by the FS&CW department /OSCSC Limited shall not give rise to any enforceable rights by the Bidder. The FS&CW department /OSCSC Limited may cancel this public procurement at any time prior to a formal written contract being executed by or on behalf of the FS&CW department/ OSCSC Ltd.

This RFP supersedes and replaces any previous public documentation & communications, and Bidders should place no reliance on such communications.

5.2 Compliant Proposals / Completeness of Response Bidders are advised to study all instructions, forms, terms, requirements and

other information in the RFP documents carefully. Submission of the bid shall be deemed to have been done after careful study and examination of the RFP document with full understanding of its implications.

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Failure to comply with the requirements of this paragraph may render the Proposal non-compliant and the Proposal may be rejected.

Bidders must: Include all documentation specified in this RFP Follow the format of this RFP and respond to each element in the order

as set out in this RFP Comply with all requirements as set out within this RFP.

5.3 Pre-Bid Conference & Clarifications

5.3.1 Pre-bid Conference

a. The FS&CW Department /OSCSC Ltd shall hold a pre-bid meeting with the prospective bidders on 30-5-2016 at OSCSC Limited Office.

b. The prospective bidders have to ensure that their queries for Pre-Bid meeting reach by email ([email protected]) by 5 PM on or before 26-05-2016.

c. The FSCW Dept. /OSCSC Limited shall not be responsible for ensuring that the bidders' queries have been received by them.

d. Any requests for clarifications post the indicated date and time may not be entertained by the FS&CW Department/OSCSC Ltd.

The prospective bidders should submit their queries in EXCEL in the following format.

Sl. No.

RFP Document Reference(s)

(Section & Page Number(s)

Content of RFP requiring

Clarification(s)

Points of clarification

1.

2.


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5.3.2 Responses to Pre-Bid Queries and Issue of Corrigendum/Addendum

(if any)

The Nodal Officer notified by the FS&CW department /OSCSC Limited will endeavor to provide timely response to all queries. However, FS&CW department /OSCSC Limited makes neither representation nor warranty as to the completeness or accuracy of any response made in good faith, nor does FS&CW department /OSCSC Limited undertake to answer all the queries that have been posed by the bidders.

At any time prior to the last date for receipt of bids, FS&CW department /OSCSC Limited may, for any reason, whether at its own initiative or in response to a clarification requested by a prospective Bidder, modify the RFP Document by a corrigendum or addendum.

The Corrigendum/Addendum (if any) & clarifications to the queries from all bidders will be posted on the website www.foododisha.in, www.oscsc.in, www.odisha.gov.in, www.tenders.gov.in .

Any such corrigendum/Addendum shall be deemed to be incorporated into this RFP.

The bidders while submitting the proposal should submit duly signed copy of corrigendum/addendum along with it.

In order to provide prospective Bidders reasonable time for taking the corrigendum/addendum into account, FS&CW department /OSCSC Limited may, at its discretion, extend the last date for the receipt of Proposals. Key Requirements of the Bid




http://www.tenders.gov.in/

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5.3.3 Right to Terminate the Process

FS&CW department /OSCSC Limited may terminate the RFP process at any time and without assigning any reason. FS&CW department /OSCSC Limited make no commitments, express or implied, that this process will result in a business transaction with anyone.

This RFP does not constitute an offer by FS&CW/OSCSC department. The bidder’s participation in this process may result FS&CW department /OSCSC Limited selecting the bidder to engage towards execution of the contract.

5.3.4 RFP Document Fees

RFP document can be downloaded from the website www.foododisha.in, www.oscsc.in, www.odisha.gov.in, www.tenders.gov.in . The bidders are required to submit the document Fee (non-refundable) of Rs.10,000/‐ (Rupees Ten Thousand Only) by Demand Draft in favour of “Odisha State Civil Supplies Corporation Ltd. (OSCSC) “ and payable at Bhubaneswar and drawn from any of the scheduled bank along with the proposal. Proposals received without or with inadequate RFP Document fees shall be rejected. This clause is applicable to firms registered under NSIC as well.

5.3.5 Earnest Money Deposit (EMD)

Bidders shall submit, along with their Bids, EMD of Rs.5, 00,000/- (Rs. 5 Lakh only), in the form of a Demand Draft issued by any scheduled bank in favour Odisha State Civil Supplies Corporation Ltd. (OSCSC), payable at Bhubaneswar, and should be valid for 90 days from the due date of the RFP.

EMD of all unsuccessful bidders would be refunded by FS&CW department /OSCSC Limited within 1 month of declaration of the




http://www.tenders.gov.in/

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successful bidder. The EMD for the amount mentioned above, of successful bidder would be returned upon submission of Performance Bank Guarantee.

The EMD amount is interest free and will be refundable to the unsuccessful bidders without any accrued interest on it.

The bid / proposal submitted without EMD, mentioned above, will be summarily rejected.

This clause is applicable to firms registered under NSIC. The EMD may be forfeited:

If a bidder withdraws its bid during the period of bid validity. In case of a successful bidder, if the bidder fails to sign the contract in

accordance with this RFP.

5.4 Submission of Proposals

The bidders should submit their responses as per the format given in this RFP in the following manner.

1. Response to Pre-Qualification Criterion : (1 Original + 1 Copy + 1 non editable CD ) in first envelope

2. Technical Proposal - (1 Original + 1 Copy + 1 non editable CD) in second envelope

3. Commercial Proposal - (1 Original) in third envelope

Please submit a documented Technical Proposal which should contain the basic requirements:

An outline of the approach which the firm intends to adopt for creation of the solution, including a detailed service(s) description.

Time required to complete the task.

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A detailed statement of the way in which the work would be undertaken showing, inter alia, the scheduling of the personnel services during the period of contract

An indication of the type of staff to be employed, their academic backgrounds, practical experience and the functions to be assigned to them

A statement of the experience of the firm in work of this type including the year/s in which it was undertaken and the clients it is presently serving.

Note: Any financial information contained in the technical proposal will invalidate the proposal.

The proposal should be according to the formats mentioned in Annexure 7.6. When preparing the proposal please ensure that:

The offer should remain valid for acceptance for 180 days from the last date of submission of RFPs

The proposals shall address all the requirement of this tender and must be submitted in the English language.

The Response to Pre-Qualification criterion, Technical Proposal and Commercial Proposal (As mentioned in previous paragraph) should be covered in separate sealed envelopes super-scribing "Pre-Qualification Proposal", "Technical Proposal" and "Commercial Proposal" respectively. Each copy of each bid should also be marked as "Original" OR "Copy" as the case may be.

Please Note that prices should not be indicated in the Pre-Qualification Proposal or Technical Proposal but should only be indicated in the Commercial Proposal.

The three envelopes containing copies of Pre-qualification Proposal, Technical Proposal and Commercial Proposal should be put in another single sealed envelope clearly marked " Development and Deployment of Grievance Redressal System and Functioning of 1967 NFSA Helpline “- < RFP Reference

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Number: 08/FSCW/2016, 18-05-2016 > and the wordings mentioning "DO NOT OPEN BEFORE < Date and Time >" The outer envelope thus prepared should also indicate clearly the name,

address, telephone number, E-mail ID and fax number of the bidder to enable the Bid to be returned unopened in case it is declared "Late".

All the pages of the proposal must be sequentially numbered and must contain the list of contents with page numbers. Any deficiency in the documentation may result in the rejection of the Bid.

The original proposal/bid shall be prepared in indelible ink. It shall contain no interlineations or overwriting, except as necessary to correct errors made by the bidder itself. Any such corrections must be initialled by the person (or persons) who sign(s) the proposals.

All pages of the bid including the duplicate copies, shall be initialled and stamped by the person or persons who sign the bid.

In case of any discrepancy observed by FS&CW department /OSCSC Limited in the contents of the submitted original paper bid documents with respective copies, the information furnished on original paper bid document will prevail over others.

Bidder must ensure that the information furnished by him in respective CDs is identical to that submitted by him in the original paper bid document. In case of any discrepancy observed by FS&CW department /OSCSC Limited in the contents of the CDs and original paper bid documents, the information furnished on original paper bid document will prevail over the soft copy.

5.5 Authentication of Bids The Proposal should be accompanied by a power-of-attorney in the name of the signatory of the Proposal.

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5.6 Preparation and Submission of Proposal

5.6.1 Proposal Preparation Costs

A bidder can submit one proposal at a time. Bidder submitting more than one proposal shall be rejected. The bidder shall be responsible for all costs incurred in connection with participation in the RFP process, including, but not limited to, costs incurred in conduct of informative and other diligence activities, participation in meetings/discussions/presentations, preparation of proposal, in providing any additional information required by FS&CW department /OSCSC Limited to facilitate the evaluation process, and in negotiating a definitive contract or all such activities related to the bid process.

FS&CW department /OSCSC Limited will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the bidding process.

5.6.2 Language

The Proposal should be filled by the Bidder in English language only.

5.6.3 Venue & Deadline for Submission of Proposals

Proposals, in its complete form in all respects as specified in the RFP, must be submitted to FS&CW department /OSCSC Limited at the address specified below. All submissions must be through speed-post, courier or hand delivery in the drop box at OSCSC Ltd office. GoO would not be responsible for delays caused by the speed-post/ courier agency.

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Addressed To Managing Director

Name Odisha State Civil Supplies Corporation Ltd. (OSCSC)

Address Head Office C/2 Nayapalli , Bhubaneswar - 751012

Telephone (0674) 2395391/2394956

Fax Nos. (0674) 2395291/2390199

Email ids [email protected]

Last Date & Time of Submission

< 16-06-2016 > before < 3 PM >

5.6.4 Late Bids

Bids received after the due date and the specified time (including the extended period if any) for any reason whatsoever, shall not be entertained and shall be returned unopened.

The bids submitted by telex/telegram/fax/e-mail etc. shall not be considered. No correspondence will be entertained on this matter.

FS&CW department /OSCSC Limited shall not be responsible for any postal delay or non-receipt/ non-delivery of the documents. No further correspondence on the subject will be entertained.

FS&CW department /OSCSC limited reserves the right to modify and amend any of the above-stipulated condition/criterion depending upon project priorities vis-à-vis urgent commitments.

No communication, document or any other addendum or deletion in support of bid document will be entertained after last date and time of bid submission.

Canvassing in any form will disqualify the bidder.

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5.7 Evaluation Process FS&CW department /OSCSC Limited will constitute a Proposal Evaluation

Committee to evaluate the responses of the bidders The Proposal Evaluation Committee constituted by the FS&CW department

/OSCSC Limited will evaluate the responses to the RFP and all supporting documents / documentary evidence. Inability to submit requisite supporting documents / documentary evidence, may lead to rejection.

The decision of the Proposal Evaluation Committee in the evaluation of responses to the RFP shall be final. No correspondence will be entertained outside the process of negotiation/ discussion with the Committee.

The Proposal Evaluation Committee reserves the right to reject any or all proposals on the basis of any deviations.

Each of the responses shall be evaluated as per the criterions and requirements specified in this RFP.

5.7.1 Tender Opening (Pre-Qualification)

The proposals submitted up to < 3PM > on < 16-06-2016 >will be opened at < 5 PM > on < 16-06-2016 > by Managing Director, OSCSC Ltd. or any other officer authorized by FS&CW/OSCSC department, in the presence of Bidders or their representatives.

The representatives of the bidders are advised to carry the identity card or a letter of authority from the tendering firms to identify their bonafides for attending the opening of the proposal.

5.7.2 Tender Validity

The offer submitted by the Bidders should be valid for minimum period of 180 days from the last date of submission of bid.

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5.7.3 Tender Evaluation

Initial Bid scrutiny will be held and incomplete details as given below will be treated as non-responsive, if Proposals :

o Are not submitted in the formats as specified in the RFP document o Received without the Letter of Authorization (Power of Attorney) o Are found with suppression of details o Have incomplete information, subjective, conditional offers and

partial offers submitted o Are submitted without the documents requested in the checklist o Have non-compliance of any of the clauses stipulated in the RFP o Have lesser validity period

First the Pre-Qualification Proposal will be evaluated and only those bidders who qualify the requirements will be eligible for next set of evaluations. Technical Proposal and Commercial Proposal of Bidders who do not meet the Pre-Qualification criteria will be returned without opening.

The technical score of all the bidders would be calculated as per the criteria mentioned in this RFP. All the bidders who achieve at least 80 % in the technical evaluation would be eligible for Financial Bid opening and comparison. In case number of bidders scoring 80% or above are less than 3, then top 3 scoring bidders with score not less than 60% would be considered for Financial Bid opening and comparison.

Lowest bid among financial bid will be awarded the contract. The lowest commercial bid should be above the minimum feasible commercial bid amount.

Proposals of Companies would be evaluated as per Technical Evaluation Criteria and Commercial evaluation criteria. Agencies / firms should clearly indicate, giving explicit supporting documentary evidence, with respect to the above, in absence of which their proposals will be rejected summarily at the qualification stage itself.

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5.8 Pre-Qualification Evaluation

The evaluation committee will carry out a detailed evaluation of only those bids which satisfy the pre-qualification criteria.

Sr. No.

Qualification Criteria

Details Documents/Information to be

provided in the submitted proposal

1 Legal Entity

a. Company should be registered under Companies Act, 1956 or a partnership firm registered under LLP Act, 2008. b. Registered with the Service Tax Authorities c. Should have been operating for the last five years as of Mar 2016.

a) Certificate of Incorporation b) Registration certificate c) Service tax registration certificate d) PAN Card e) IT return for the previous 3 financial year till Mar 2016.

2 Average Net Worth The average Net Worth for the past three years (as on 31st March 2016) of the responding firm must be positive

Chartered Accountant Certificate for Net worth

3 Certification The bidder must possess SEI ‐ CMMi Level – 3 or above Certification by the date of publication

Copy of Certificates

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Sr. No.




4

Annual Turnover in Software development and deployment (including implementation)

The firm/ company must have minimum average annual turnover of Rs. 1 (One) crore in providing IT software development over the last three financial years as revealed by audited accounts, as on March 31, 2016.

Extracts from the audited Balance sheet OR Certificate from the statutory auditor

5 Tax clearance The bidder must have up-to-date VAT, Service Tax & EPF

Documents declaring VAT, Service Tax & EPF payments, Up to date vat clearance and challan of up to date tax paid

6 Technical Capability

The bidder should have executed at least three large projects for design, development, implementation and maintenance support (completed) for grievance redressal/helpline/call centre related software development for Government Department /Govt. Agency /PSUs in India worth Rs. 1 crore in last

Work Order & Work Completion Certificates from the clients.

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Sr. No.




three years as on March 31, 2016.

7 Blacklisting

The responding firm shall not be under a declaration of ineligibility for corrupt or fraudulent practices. They should not have been blacklisted by any State government or Government of India for breach of ethical conduct or fraudulent practices.

Self-Declaration by the designated official as per the format of the responding firm or Annexure

8 Performance

The bidder must not have any record of poor performance or incomplete work with any State government or Government of India. The applicants should be required to submit an affidavit certifying this. If this is later found to be false, the application fees and any performance guarantees should be forfeited.

Affidavit of declaration

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Sr. No.




9 Fees

The Bidder- a. Should have made a payment of Rs. 10000 (Rupees Ten Thousands only) for the RFP document b. Should have submitted EMD of Rs. 5,00,000 (Rupees Five Lakh only)

a) Demand Draft for Rs. 10000/- from any Scheduled Bank b) Demand Draft from any Scheduled Bank of Rs. 5,00,000/-

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5.9 Technical Evaluation

The proposals submitted by the bidders will be evaluated on three broad parameters as described in the table below. The bidder must get at least 80% in the technical evaluation, in order to qualify for opening of the commercial/financial evaluation. In case number of bidders scoring 80% or above are less than 3, then top 3 scoring bidders with score not less than 60% would be considered for Financial Bid opening and comparison.

Sl. No.

Criteria Description Weightage

1 Relevant Experience

The bidder must provide details of similar nature projects undertaken in the past. Different weights will be assigned to different levels of experience based on number of projects, scale of project, status of project and also the type of project.

50%

2 Proposed Solution Design and Implementation Plan

The bidder must invest effort in the solution design to ensure that there are no problems with the design once it is rolled out. The bidder must also create an implementation plan that is feasible and meets the timelines set by FS&CW Dept. /OSCSC Ltd for this project.

30%

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Sl. No.

Criteria Description Weightage

3 Proposed Implementation Team

Bid will be evaluated on the strength of the implementation team that is proposed by the bidder.

20%

Total 100%

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Detailed breakups of each of the criteria on essential components of the technical bid are provided below:

Criteria Sl. No.

Sub-Criteria Basis of Evaluation Supporting

doc Maximum

Marks

Relevant Experienc

e

1

No. of projects: Experience in projects related to designing, development, implementation and maintenance of complaint management system/ helpline solution/ portal development in State Government/ Central Government/ Government Agencies/ PSUs/ private agencies where the project cost is minimum Rs. 50 lakhs (Rupees fifty Lakhs) and above.

When the Number of projects is - equal to or more than 5 projects = 30 marks equal to 4 projects= 24 marks equal to 3 projects = 18 marks equal to 2 projects= 12 marks equal to 1 projects= 6 marks

Work Order + Completion/phase completion Certificate from the Client

30

2

Average annual turnover: Average annual turnover from Software System Development in last 3 financial years, as on March 31, 2016. (Turnover in Rs Crore)

Rs. 3 Crore and more : 20 marks Between Rs. 2 Crore to Rs. 3 Crore : 15 marks Between Rs. 1 Crore to Rs. 2 Crore : 10 marks Up to 1 Crore : 5 marks

Annual Audited statement

25

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Criteria Sl. No.


doc Maximum

Marks

3

Status of projects: Evaluators will evaluate information on the status of the project handled by the client. A completion certificate from the client will be required to be provided for each completed project and a letter from the client on their official letterhead will required to be provided with details on the current status of implementation for ongoing projects. Client references will also be required and checked if the committee feels the need to confirm the details of letters from the bidder's clients

When the Number of projects is - equal to or more than 5 projects = 30 marks equal to 4 projects= 24 marks equal to 3 projects = 18 marks equal to 2 projects= 12 marks equal to 1 projects= 6 marks

Work Order + Completion Certificate from the Client

30

4

Project relevance and specificity: Experience in public sector projects would be given preference. Bidder with pertinent experience in development of solutions for grievance redressal/helpline projects in TPDS and other social security programs will be given Weightage.

All bidders who have done grievance redressal/helpline projects in TPDS:

3 Projects-15 marks 2 Projects-10 marks 1 Project-5 marks

Work Order + Completion Certificate from the state government

15

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Criteria Sl. No.


doc Maximum

Marks

Total 100

Proposed Solution Design

and Implemen

tation Plan

1

Comprehensiveness of the proposed solution: The requirements of all the modules as described in the RFP should be met by the proposed solution. The solution must also address all the possible complications that may arise during the implementation.

Qualitative assessment based on 1.Solution proposed and its components (20 marks) 2.Technologies used (10 marks) 3.Challenges likely to be encountered (5 marks) 4.Mitigation plan (5 marks)

Presentation by the bidder

40

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Criteria Sl. No.


doc Maximum

Marks

2 Demonstration of understanding of the Project’s requirements

Qualitative assessment based on a. Understanding of the

objectives of the assignment: The extent to which the approach and work plan respond to the objectives indicated in the Scope of Work. (15 marks)

b. Completeness and responsiveness: The extent to which the proposal responds exhaustively to all the requirements as mentioned in the RFP (15 marks)


30

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Criteria Sl. No.


doc Maximum

Marks

3 Innovation in solution design

The evaluators will provide Weightage for innovative solutions that will result in appreciable improvement in one or more of the following- time taken for completion of the project, cost for implementation, effectiveness of the solution in addressing issues of current TPDS, sustainability of the implemented solution.


20

4 Feasibility of system design and implementation timelines

If a bidder's estimated time for completion of activities is less than 75% of internally estimated timelines, in the absence of significant innovation, it will be penalized during the scoring for this component.


10

Total 100

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Criteria Sl. No.


doc Maximum

Marks

Proposed Implemen

tation Team

1 Number of members in the team

Assessment of the proposed technical and non-technical manpower to be required during different phases of implementation to adhere to the timeline.

Manpower deployment and Implementation plan

40

2 Qualifications of key personnel

The project manager and the technical expert are key personnel of the implementation team. The qualifications of the people proposed for these positions and the percentage of their time that they will commit to the project will be closely evaluated. The basis of evaluation will include past experience in similar projects, past experience in a similar position, past

CVs of Key personnel

40

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Criteria Sl. No.


doc Maximum

Marks experience of working with the government, track record and educational qualifications.Any change in Project Manager and the Technical Expert will have to be approved by the Department

3 Team structure

The bidder will also be evaluated on the basis of its proposed team structure. It is recommended that the project manager and technical expert are assisted by functional managers in overseeing the implementation.

Team Structure 20

100

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5.10 Financial Evaluation

All bid prices should be inclusive of all taxes and levies. The least cost basis method, after technical evaluation, shall be used for the selection of agency. The representative of bidder should carry “Identity card & authorized letter “to attend the meeting.

The commercial bids submitted will be checked against following:

Only fixed price financial bids indicating total price for all the deliverables and services specified in the RFP will be considered.

The bid price should include all taxes and levies and should be expressed in Indian rupees.

Any conditional bid will not be accepted. Lowest bid among financial bid will win the bid. In case of discrepancies between unit price & total price, the total price

will be calculated on the basis of unit price. In case of a tie the bidder with higher technical score will be awarded the

contract.

5.11 Award of contract

5.11.1 Right to Accept Any Proposal and To Reject Any or All Proposal(s)

GoO reserves the right to accept or reject any proposal, and to annul the tendering process / public procurement process and reject all proposals at any time prior to award of contract, without thereby incurring any liability to the affected bidder or bidders or any obligation to inform the affected bidder or bidders of the grounds for GoO action.

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5.11.2 Notification of Award

GoO will notify the successful bidder within 180 days of receiving proposals in writing or by fax or email. In case the tendering process / public procurement process has not been completed within the stipulated period, GoO, may request the bidders to extend the validity period of the bid beyond 180 days. The notification of award will constitute the formation of the contract. Upon the successful bidder's furnishing of Performance Bank Guarantee, GoO will notify each unsuccessful bidder and return their EMD.

5.11.3 Contract Finalization and Award

GoO shall reserve the right to negotiate with the bidder(s) whose proposal has been most responsive. On this basis the draft contract agreement would be finalized for award & signing. GoO may also reduce or increase the quantity of any item in the Scope of Work defined in the RFP. Accordingly total contract value may be changed on the basis of the rates defined in the financial proposal.

5.11.4 Performance Bank Guarantee

The selected bidder would be needed to provide a Performance Bank Guarantee (PBG), within 15 days from the Notification of award, for a value equivalent to 10% of the total cost of ownership. The PBG should be valid for a period of 60 days beyond the period of contractual obligations (including warranty period). The selected bidder shall be responsible for extending the validity date of the Performance Guarantee as and when it is due on account of non-completion of the project and warranty period. In case the selected bidder fails to submit performance guarantee within the time stipulated, the GoO at its discretion may cancel the order placed on the selected bidder without giving any notice. GoO shall invoke the performance guarantee in case the selected

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vendor fails to discharge their contractual obligations during the period or GoO incurs any loss due to vendor’s negligence in carrying out the project implementation as per the agreed terms & conditions.

5.11.5 Signing of Contract

After FSCW Dept. /OSCSC ltd notifies the successful bidder that its proposal has been accepted, the two parties shall enter into a contract, incorporating all clauses, pre-bid clarifications and the proposal of the bidder between GoO and the successful bidder.

5.11.6 Failure to Agree with the Terms and Conditions of the RFP

Failure of the successful Bidder to agree with the Terms and Conditions of the RFP shall constitute sufficient grounds for the annulment of the award, in which event GoO may award the contract to the next best value bidder or call for new bids.

5.12 Dispute Resolution Mechanism The Bidder and OSCSC shall endeavour their best to amicably settle all disputes arising out of or in connection with the Contract in the following manner: The Party raising a dispute shall address to the other Party a notice

requesting an amicable settlement of the dispute within seven (7) days of receipt of the notice.

The matter will be referred for negotiation between OSCSC and the Authorized Official of the Bidder. The matter shall then be resolved between them and the agreed course of action documented within a further period of 15 days.

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In case it is not resolved between OSCSC and the bidder, it will be referred to Commissioner-cum-Secretary, FS & CW department for negotiation and his decision will be final and binding for both the parties.

In case any dispute between the Parties, does not settle by negotiation in the manner as mentioned above, the same may be resolved exclusively by arbitration and such dispute may be submitted by either party for arbitration within 20 days of the failure of negotiations. Arbitration shall be held in Bhubaneswar and conducted in accordance with the provisions of Arbitration and Conciliation Act, 1996 or any statutory modification or re-enactment thereof. Each Party to the dispute shall appoint one arbitrator each and the two arbitrators shall jointly appoint the third or the presiding arbitrator.

The “Arbitration Notice” should accurately set out the disputes between the parties, the intention of the aggrieved party to refer such disputes to arbitration as provided herein, the name of the person it seeks to appoint as an arbitrator with a request to the other party to appoint its arbitrator within 45 days from receipt of the notice. All notices by one party to the other in connection with the arbitration shall be in writing and be made as provided in this tender document.

Each Party shall bear the cost of preparing and presenting its case, and the cost of arbitration, including fees and expenses of the arbitrators, shall be shared equally by the Parties unless the award otherwise provides. The Bidder shall not be entitled to suspend the Service/s or the completion of the job, pending resolution of any dispute between the Parties and shall continue to render the Service/s in accordance with the provisions of the Contract/Agreement notwithstanding the existence of any dispute between the Parties or the subsistence of any arbitration or other proceedings.

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5.13 Notices Notice or other communications given or required to be given under the contract shall be in writing and shall be faxed/e-mailed/hand-delivery with acknowledgement thereof, or transmitted by pre-paid registered post or courier.

5.14 Force Majeure Force Majeure is herein defined as any cause, which is beyond the control of the selected bidder or OSCSC as the case may be which they could not foresee or with a reasonable amount of diligence could not have foreseen and which substantially affect the performance of the contract, such as: Natural phenomenon, including but not limited to floods, droughts,

earthquakes and epidemics

Acts of any government, including but not limited to war, declared or undeclared priorities, quarantines and embargos

Terrorist attack, public unrest in work area provided either party shall within 10 days from occurrence of such a cause, notifies the other in writing of such causes.

The bidder or OSCSC ltd shall not be liable for delay in performing his/her obligations resulting from any force majeure cause as referred to and/or defined above. Any delay beyond 30 days shall lead to termination of contract by parties and all obligations expressed quantitatively shall be calculated as on date of termination. Notwithstanding this, provisions relating to indemnity, confidentiality survive termination of the contract.

5.15 Exit Plan

The Selected vendor will provide systematic exit plan and conduct proper knowledge transfer process to handover operations to project e-mission team (PeMT) before project closure. The Selected vendor will ensure the all source

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codes of previous and latest builds with the requisite SDK are handed over to the FS&CW department /OSCSC Limited upon exit.

5.16 Transit Insurance The software to be supplied under the Contract shall be fully insured against

any loss during transit from OEM site to client site. The insurance charges will be borne by the supplier and OSCSC ltd will not pay such charges.

The bidder has to submit the certificate of insurance covering all the risks mentioned above.

5.17 Fraud and Corrupt Practices The Bidders and their respective officers, employees, agents and advisers

shall observe the highest standard of ethics during the Selection Process. Notwithstanding anything to the contrary contained in this RFP, OSCSC shall reject a Proposal without being liable in any manner whatsoever to the Bidder, if it determines that the Bidder has, directly or indirectly or through an agent, engaged in corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice (collectively the “Prohibited Practices”) in the Selection Process. In such an event, OSCSC shall, without prejudice to its any other rights or remedies, forfeit and appropriate the Bid Security or Performance Security, as the case may be, as mutually agreed genuine pre-estimated compensation and damages payable to the Authority for, inter alia, time, cost and effort of the Authority, in regard to the RFP, including consideration and evaluation of such Bidder s Proposal.

Without prejudice to the rights of OSCSC under Clause above and the rights and remedies which OSCSC may have under the LOI or the Agreement, if a Bidder is found by OSCSC to have directly or indirectly or through an agent, engaged or indulged in any corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice

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during the Selection Process, or after the issue of the Work Order or the execution of the Agreement, such Bidder shall not be eligible to participate in any tender or RFP issued by OSCSC/ Any Department of State Govt. during a period of 2 (two) years from the date of such Bid.

For the purposes of this Section, the following terms shall have the meaning hereinafter respectively assigned to them:

o “corrupt practice” means the offering, giving, receiving, or soliciting, directly or indirectly, of anything of value to influence the action of any person connected with the Selection Process (for avoidance of doubt, offering of employment to or employing or engaging in any manner whatsoever, directly or indirectly, any official of OSCSC who is or has been associated in any manner, directly or indirectly with the Selection Process.

o “fraudulent practice” means a misrepresentation or omission of facts or disclosure of incomplete facts, in order to influence the Selection Process;

o “coercive practice” means impairing or harming or threatening to impair or harm, directly or indirectly, any persons or property to influence any person s participation or action in the Selection Process;

o “undesirable practice” means (i) establishing contact with any person connected with or employed or engaged by OSCSC with the objective of canvassing, lobbying or in any manner influencing or attempting to influence the Selection Process; or (ii) having a Conflict of Interest; and

o “restrictive practice” means forming a cartel or arriving at any understanding or arrangement among Bidders with the objective of restricting or manipulating a full and fair competition in the Selection Process

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5.18 Change request

The following would constitute a Change request

a) Enhancements in the solution post steady state is attained b) Bid Process Management in case of re-tendering is to be done for reasons

for which the consultants are not responsible c) Any delay in the project timelines beyond the calendar time mentioned in

the tender document for which Bidder is not directly responsible

The following would not constitute a Change request

a) Bug fixes and corrections b) MIS Reports/formats and enhancements c) Performance enhancements d) Database clean-up activities e) Changes in Web services to accommodate integration with other

components would not be considered as change request f) Any work which has not been specifically mentioned in the scope of work

till attainment of steady state. g) Any changes in functionality post approval of SRS/FRS due to learning

from the field h) Any changes in the deliverables post approval by the client till steady state

is attained In such a case, the additional effort estimated by the bidder and its costs would be discussed and finalized in discussions with the Bidder. The basis of this cost would be the commercial bid submitted by the bidder.

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6. Payment Schedule

Payment will be made to the primary bidder only as per the schedule given below subject to acceptance certificates of respective service. The bidder should quote price in Indian Rupees only. The offered price must be exclusive of taxes and duties. The taxes as appropriate & applicable would be paid at the prevalent rates. Component Payment Criteria Supporting Documents Software licences & Customization

80% of the cost of the component to be paid on successful delivery, customization & installation of software licenses.

Copy of delivery customization & installation of software licenses.

Development and Deployment of GRS Module

15% of the cost of the component to be paid on successful completion of UAT and approval of SRS.

Approved SRS Doc from the department/OSCSC ltd

Proceeding of approval of the UAT from the department/OSCSC ltd.

5% of the cost of the component to be paid on successful completion of STQC and Cert-In certification

Copy of STQC certification

Copy of Cert-In certification

20% of the cost of the component to be paid on successful completion of development & deployment of the

Certificate of successful installation from SDC through FS&CW Dept./OSCSC ltd

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application at SDC.

40% of the cost of the component to be paid after 8 months from the date of deployment of Go Live

Training/Workshop

80% of the cost of the component to be paid on successful completion of training

The cost is to be paid per head based on the actual number of trainee trained on GRS module. Bills along with training attendance sheet (verified by the focal point of the dept. /OSCSC ltd to be provided by the vendor.

20% of the cost of the component to be paid on submission of training materials and manuals circulated/to be circulated, documentation of the training program.

Copy of materials/manuals, training documentation to be given by the vendor.

Operations and maintenance with manpower support

Cost of maintenance and support will be paid on quarterly basis On actual as per agreed upon rates and adherence to SLA/conditions

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included in the proposal. The payment shall begin after completion of 1 year of warranty. These will be subject to the receipt and approval of monthly reports by the FS&CW Department.

Exit Management 20% of the overall cost shall be paid on successful exit management

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7. Annexure

7.1 Service Level Agreements 7.1.1 Implementation

Compensation for Termination of Contract

If the bidder fails to carry out the award / work order in terms of this document within the stipulated period or any extension thereof, as may be allowed by FS&CW Department/ OSCSC ltd, without any valid reasons acceptable to FS&CW Department/ OSCSC ltd, FS&CW Department/ OSCSC ltd may terminate the contract after giving 1 months’ notice, and the decision of FS&CW Department/ OSCSC ltd on the matter shall be final and binding on the bidder. Upon termination of the contract, FS&CW Department/ OSCSC ltd shall be at liberty to get the work done at the risk and expense of the bidder through any other agency, and to recover from the bidder compensation or damages.

Liquidated Damages

In the event of delay in execution of work, specified in this Contract / furnishing of deliverables, the bidder shall be liable to a penalty at 5% of the value of work order in respective phases, for delay of every two-week up to a maximum of 20%, after which FS&CW Department/ OSCSC shall be at liberty to cancel the award. For the purpose of this clause, part of a month shall be considered to be a full month.

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Security Audit of the Software

It is the responsibility of the selected vendor to make the application software audited by an empanelled agency authorised for providing security and controls certificates. Selected vendor has to produce the certificate within 1 month from the date of UAT sign off and this must be before going live. Costs for security audit and all certifications are to be borne by the selected vendor.

Quality of the Software

FS&CW Department/ OSCSC will engage a third party quality certification agency for quality certification of the software application. It is the responsibility of the selected vendor to make the application software certified by the quality certification agency selected by FS&CW Department/ OSCSC. The Selected vendor should complete the quality certification process within 1month of delivery of software. The entire cost for quality certification has to be borne by the selected vendor.

Training

Quality and Effectiveness of the training sessions (CBT based) conducted by selected vendor for staff members & stakeholders are to be verified by third party to be engaged by the FS&CW Department/ OSCSC. The third party will conduct a survey, collect feedbacks from the participants and submit a report on quality and effectiveness of the training provided by the selected vendor.

7.1.2 Operations

System Uptime & Performance

The selected vendor will ensure that average application up time between various defined operating locations is not less than 99.5% per week always

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except in any planned software/network outage approved by PeMT in FS&CW department /OSCSC Limited in advance. The selected vendor will ensure that average page loading time for application & reports is not more than 10 seconds. The service level dependency in this case is functioning of communication link via Telephone Exchange Line or any other means, uncovered power outage by the State Data Centre, breakdown of the hardware and networking equipment of the servers, scheduled down time for upgrade & patches for application and system software, planned maintenance. The selected vendor will plan scheduled downtime outside primary business hours (office hours) with prior permission from FS&CW/OSCSC department. In exceptional circumstances FS&CW department /OSCSC Limited may allow the selected vendor to plan scheduled down time during primary business hours (office hours).

Penalty

Over & above the penalty as reflected in penalty under liquidated damage, for every 1% drop in average application uptime per week during maintenance & hand holding support for software, the bidder shall be liable to a penalty at 5% of the value of work order, up to a maximum of 15 %, after which FS&CW department /OSCSC Limited shall be at liberty to cancel the contract. For the purpose of this clause, part of week shall be considered to be a full week.

7.2 Expected timelines for activities to be performed by the vendor

The following table lays down the general timelines for rollout of different

process steps.

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Table: Timelines for preparation and deployment of grievance redressal system

Sl. No.

Activity Completion

Date

1 Submission of Project Plan T0+7 days

2 Submission of SRS T0+7 days

2 Creation of grievance redressal system and portal T0+30 days

3 User Acceptance Test/ Go Live T0+45 days

4 Creation of user manual and training imparted T0+52 days

5 Awareness Campaign T0+72 days

6 Warranty T0+52 days + 1 year

7 Maintenance 3 years

It should be noted that suitable penalty, mentioned under ‘Penalties’ clause of this RFP would be charged to the implementation partner in case of delay from their end and would be finalized in the contract. It may be noted that T1 is the event marking the Tenderer signing the Agreement with the successful bidder, who is also called the Implementation Partner. The Implementation Partner has to design and implement a very detailed plan of implementation that seeks to execute several activities in parallel, adopts Critical Path method and commits additional resources to activities falling behind schedule so as to keep up with the overall deadline. The “Go-Live” means that the software is ready in all respect i.e. designing, development, testing & implementation and can now is used by all the end users together as has been envisaged in the initial detailed Software Requirement Specifications document.

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It may be noted that the time schedule for each milestone shown in the table above would be enforced independently, even though some of them are inter-dependent. This would have a cascading effect of penalties for delays in all other milestones dependent on the precedent milestone. Therefore, the Implementation Partner will have to be extremely careful in establishing an excellent project management setup.

7.3 Security standards for data transfer

The applications must ensure the following to meet security standards:

Secure Device Configurations Continuous Vulnerability Assessment and Remediation Malware Defences Application Software Security Wireless Device Control Privacy and Security Training Separation of System Resources Controlled Use of Administrative Privileges Boundary Defence Audit Logging Controlled Access Based on the Need to Know Account Monitoring and Management Data Loss Prevention Incident Response Capability

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7.4 Bidder's Profile

Particulars Details Page number (in

case of attachment) Name of the firm Telephone number Fax number Email

Registered office address

Correspondence address (if different from the above address)

Details of the Contact Person (name, designation, address) Telephone number Fax number e-mail

Is the firm registered under Indian Companies Act 1956 or a partnership firm registered under LLP Act, 2008? Year and Place of the establishment of the firm.

Service Tax Registration details Bidder should have ISO 9001:2000 certifications or must have implemented any other Internal Quality System with defined Quality Policy and Standards. Copies of the certificates or brief on Quality policy & System being followed to be provided

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7.5 Checklist for Pre-qualification Bid

1. Response to pre-qualification criteria 2. Response to technical proposal with relevant documents 3. Documents to support technical capability of the bidder- certification of

completion of projects, document(s) on status of ongoing project(s) 4. Affidavit declaring eligibility to bid 5. RFP document fees 6. Earnest Money Deposit

7.6 Submission templates

7.6.1 Technical Bid Checklist

Activity Subsection

Covering Letter for Technical Proposal

1. Letter of Proposal In case of the bid signed by other than the proprietor or founder of the organisation, the bid document should be accompanied with the letter of authorisation in the company letter pad with seal & sign.

Relevant Experience

2. Different levels of experience based on number of projects, scale of project, status of project and also the type of project.

Proposed Technical Solution

3. Proposed Technical Solution (a) Process flow map

Shows activity flow and activity location

Show data flow – highlighting how hardware is interacting

Highlight of software being used for each process step

(b) Software/portal design - clearly indicating

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Activity Subsection

functionalities and integration of all software modules Highlights functionalities used for

each process step Ensures integration of software

modules (c) Security measures to protect data

Proposed Implementation Plan

4. Proposed Implementation Plan (a) Timeline for implementation

Timeline for development of software/portal and procurement of hardware

Dates for demonstration and testing of software and hardware

Timeline for phased implementation (b) Training and capability transfer

Outline of training content Details of training team Training schedule On-site support withdrawal plan

(c) Hardware and software support team structure, location and qualification

Proposed Implementation team

5. Implementation team structure and qualifications

Details of team structure, no of team members, qualifications, roles and responsibilities

Any other 6. Any other supporting documents

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7.6.2 Letter of Proposal

<Location, Date> To: Managing Director Odisha State Civil Supplies Corporation Ltd. (OSCSC) Head Office, C/2 Nayapalli, Bhubaneswar - 751012 EPBX - (0674) 2395391/2394956 Fax - (0674) 2395291/2390199 Subject: Submission of the Technical bid for <Name of the assignment>

Dear Sir/Madam,

We, the undersigned, offer to provide solutions to the OSCSC on <Name of the engagement> with your Request for Proposal dated <insert date> and our Proposal. We are hereby submitting our Proposal, which includes this Technical bid and the Financial Bid sealed in a separate envelope. We hereby declare that all the information and statements made in this Technical bid are true and accept that any misinterpretation contained in it may lead to our disqualification. We undertake, if our Proposal is accepted, to initiate the Implementation services related to the assignment not later than the date indicated in Fact Sheet.

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We agree to abide by all the terms and conditions of the RFP document. We would hold the terms of our bid valid for 180 days as stipulated in the RFP document. We hereby declare that we are not insolvent, in receivership, bankrupt or being wound up, our affairs are not being administered by a court or a judicial officer, our business activities have not been suspended and we are not the subject of legal proceedings for any of the foregoing.

We understand you are not bound to accept any Proposal you receive.

Yours sincerely, Authorized Signature [In full and initials]: Name and Title of Signatory: Name of Firm: Address: Location: _____________________________________Date:

Particulars of the Bidder

Sl. No. Information Sought Details to be Furnished

A

Name ,address and

URL of the bidding

Company

B

Incorporation status of the

firm (public limited / private

limited, etc.)

C Year of Establishment

D Date of registration

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E ROC Reference No.

F Details of company

registration

G

Details of registration with

appropriate authorities for

service tax

H

Name, Address, e-mail ID,

Phone nos. and Mobile

Number of Contact Person

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7.6.3 Undertaking on Support to Third Party Solution acceptance and

certification

Date: To: Managing Director Odisha State Civil Supplies Corporation Ltd. (OSCSC) Head Office C/2 Nayapalli, Bhubaneswar - 751012 EPBX - (0674) 2395391/2394956 Fax - (0674) 2395291/2390199

Dear Sir,

Sub: Undertaking on Support to Third Party Solution Acceptance and Certification 1. I/We understand that the System (including the application and the

associated IT systems) may be assessed and certified by a 3rd party agency (to be identified by OSCSC ltd) before the system is commissioned.

2. I/We understand that the certification expenses will be borne by the selected vendor and the responsibility to ensure successful acceptance and certification lies with the selected vendor.

3. I/We hereby undertake that we shall do all that is required of the Selected vendor to ensure that system will meet all the conditions required for successful acceptance and certification.

Yours faithfully,

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(Signature of the Authorized signatory of the Bidding Organization) Name: Designation: Date: Time: Seal: Business Address:

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7.6.4 Project Citation Format

Relevant IT project experience (provide no more than 5 projects in the last 5 years) 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 Other Details Total cost of the project Total cost of the services provided by the respondent Duration of the project (no. of months, start date, completion date, current status) Other Relevant Information Letter from the client to indicate the successful completion of the projects Copy of Work Order

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7.6.5 Format of Curriculum Vitae for proposed manpower

Sl No Category Details

1. Proposed Position

2. Name

3 Current Designation

4 Educational Background/ Training/ Certifications

5. Tasks proposed to be assigned

6. Areas of Expertise

7. Summary of Professional/ Domain Experience

8. Period of Association with the organization

9. Number and Details of relevant project experience

10. Any other Information

11. List of 3 referees for reference check

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7.6.6 Commercial Bid Checklist

Financial Proposal (Overall Cost)

Sl

No. Project Expenditure Heads Quantity

Tax (also mention

the name of

component s like

VAT, Service Tax

etc.). Use extra

column if

necessary.

Total

Price

(INR)

1 Procurement and software

licence

2

Software/ portal

Development with STQC

and CERT-in certifications

3 Training

4 Operations and

maintenance

5 Manpower

6 Awareness Campaign

7 Other Costs, if any

Total Cost of Project

Detailed costs to be provided in the formats mentioned below. These costs are exclusive of manpower. The manpower cost should be added only in the manpower section. The bidders should give details of the type of applicable taxes with appropriate percentages separately.

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The following tables should be used to submit the detailed costs breakup of the above mentioned cost heads:

Procurement and software licence

Sl No.

Item Description Unit Price

Tax (if any) Total Price

1 2 3 4 5

Total Cost

Software Development (SD) costs:

Sl

No. Item

Descripti

on

Price

per unit

(Rs.)

Tax (if

any)

(Rs.)

Quantit

y

Total Price

(Rs.)

1 Creation and hosting of web applications

3

Creation and hosting of portal for compliant registration from public

4 STQC certification 5 Cert-in certifications

6 Other SD Costs (if

any)

Total Cost (Rs.)

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Training/Workshop/Awareness Commercial Format (training for helpline operators, all state, district and block level authorities in the department. Refer website for details)

Sl No

Training/Workshop

Item

Description

Audience type

Cost Pre

trainee

Service Tax (if any)

No. of Person

s

No. of

days

Total

Price

1 2 3 4 5

Total Cost of Training

Operation & Maintenance Cost

Sl No.

Item Description Unit Price

Tax (if any) Total Price

1 2 3 4 5 6

Total Cost for Maintenance and Support

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Manpower

Sl No.

Name of Person

Responsibility

Price per unit

(Rs.) Cost per month

Tax (if any) (Rs.)

Duration Total Price (Rs.)

1 2 3 4 5

Total Cost (Rs.)

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7.6.7 Commercial proposal Covering letter

<Location, Date> To: Managing Director Odisha State Civil Supplies Corporation Ltd. (OSCSC) Head Office, C/2 Nayapalli, Bhubaneswar - 751012 EPBX - (0674) 2395391/2394956 Fax - (0674) 2395291/2390199 Subject: Submission of the Financial bid for <Provide Name of the Implementation Assignment>

Dear Sir/Madam,

We, the undersigned, offer to provide the Implementation services for <Title of Implementation Services>in accordance with your Request for Proposal dated <Date>and our Proposal (Technical and Financial Proposals). Our attached Financial Proposal is for the sum of <Amount in words and figures>. This amount is inclusive of the local taxes. 1. PRICE AND VALIDITY

All the prices mentioned in our Tender are in accordance with the terms as specified in the RFP documents. All the prices and other terms and conditions of this Bid are valid for a period of 180 calendar days from the date of opening of the Bid.

We hereby confirm that our prices include all taxes. However, all the taxes are quoted separately under relevant sections.

We understand that the actual payment would be made as per the existing indirect tax rates during the time of payment.

2. UNIT RATES We have indicated in the relevant forms enclosed, the unit rates for the purpose of on account of payment as well as for price adjustment in case of any increase to / decrease from the scope of work under the contract.

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3. DEVIATIONS We declare that all the services shall be performed strictly in accordance with the Tender documents except for the variations and deviations, all of which have been detailed out exhaustively in the following statement, irrespective of whatever has been stated to the contrary anywhere else in our bid. Further we agree that additional conditions, if any, found in the Tender documents, other than those stated in deviation schedule, shall not be given effect to. 4. TENDER PRICING We further confirm that the prices stated in our bid are in accordance with your Instruction to Bidders included in Tender documents. 5. QUALIFYING DATA We confirm having submitted the information as required by you in your Instruction to Bidders. In case you require any other further information/documentary proof in this regard before evaluation of our Tender, we agree to furnish the same in time to your satisfaction. 6. BID PRICE We declare that our Bid Price is for the entire scope of the work as specified in the RFP. These prices are indicated Commercial Bid attached with our Tender as part of the Tender. 7. PERFORMANCE BANK GUARANTEE We hereby declare that in case the contract is awarded .to us, we shall submit the Performance Bank Guarantee as specified in this RFP document. Our Financial Proposal shall be binding upon us subject to the modifications resulting from Contract negotiations, up to expiration of the validity period of the Proposal, i.e., [Date].

We understand you are not bound to accept any Proposal you receive.

We hereby declare that our Tender is made in good faith, without collusion or fraud and the information contained in the Tender is true and correct to the best of our knowledge and belief.

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We understand that our Tender is binding on us and that you are not bound to accept a Tender you receive. Thanking you, We remain, Yours sincerely, Authorized Signature: Name and Title of Signatory: Name of Firm: Address:

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7.6.8 Form for Undertaking on Total Responsibility

Date: To: Managing Director Odisha State Civil Supplies Corporation Ltd. (OSCSC) Head Office C/2 Nayapalli, Bhubaneswar - 751012 EPBX - (0674) 2395391/2394956 Fax - (0674) 2395291/2390199

Dear Sir,

Sub: Self-certificate regarding Total Responsibility

This is to certify that we undertake total responsibility for the successful and defect free operation of the proposed Project solution, as per the requirements of the RFP <Name of the assignment> for the state of Odisha.

Thanking you,

Yours faithfully

(Signature of the Authorized signatory of the Bidding Organization)

Name:

Designation:

Date:

Time:

Seal: Business Address:

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7.6.9 Form for self-declaration of not been Blacklisted

(To be submitted on the Letterhead of the responding agency) {Place} {Date} To, Managing Director Odisha State Civil Supplies Corporation Ltd. (OSCSC) Head Office, C/2 Nayapalli, Bhubaneswar - 751012 EPBX - (0674) 2395391/2394956 Fax - (0674) 2395291/2390199 Ref: RFP Notification no <xxxx>dated <dd/mm/yy> Subject: Self-Declaration of not been blacklisted in response to the RFP for Selection of Selected vendor for TPDS transformation Processes. Dear Sir, We confirm that our company, ____________, is not blacklisted in any manner whatsoever by any of the State/UT and/or central government in India on any ground including but not limited to indulgence in corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice. Place: Date: Bidder’s Company Seal: Authorized Signatory’s Signature: Authorized Signatory’s Name and Designation: Note: The Bidder shall necessarily provide a copy of ‘Power of Attorney’ authorizing the signatory for signing the Bid on behalf of the Bidder in its Pre-Qualification Bid.

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7.6.10 Template for Performance Bank Guarantee

PERFORMANCE SECURITY:

<Name> <Designation> <Address> <Phone Nos.> <Fax Nos.> <Email id> Whereas, <name of the supplier and address> (hereinafter called “the bidder”) has

undertaken, in pursuance of contract no. <Insert Contract No.> dated. <Date> to provide

Implementation services for <name of the assignment> to OSCSC (hereinafter called “the

beneficiary”)

And whereas it has been stipulated by in the said contract that the bidder shall furnish you

with a bank guarantee by a recognized bank for the sum specified therein as security for

compliance with its obligations in accordance with the contract;

And whereas we, <Name of Bank> a banking company incorporated and having its head

/registered office at <Address of Registered Office> and having one of its office at <Address

of Local Office> have agreed to give the supplier such a bank guarantee.

Now, therefore, we hereby affirm that we are guarantors and responsible to you, on behalf

of the supplier, up to a total of Rs.<Insert Value> (Rupees <Insert Value in Words> only)

and we undertake to pay you, upon your first written demand declaring the supplier to be in

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default under the contract and without cavil or argument, any sum or sums within the limits

of Rs. <Insert Value> (Rupees <Insert Value in Words> only) as aforesaid, without your

needing to prove or to show grounds or reasons for your demand or the sum specified

therein.

We hereby waive the necessity of your demanding the said debt from the bidder before

presenting us with the demand.

We further agree that no change or addition to or other modification of the terms of the

contract to be performed there under or of any of the contract documents which may be

made between you and the Bidder shall in any way release us from any liability under this

guarantee and we hereby waive notice of any such change, addition or modification.

This Guarantee shall be valid until <Insert Date>)

Notwithstanding anything contained herein:

I. Our liability under this bank guarantee shall not exceed Rs. <Insert Value> (Rupees

<Insert Value in Words> only).

II. This bank guarantee shall be valid up to <Insert Expiry Date>)

III. It is condition of our liability for payment of the guaranteed amount or any part thereof

arising under this bank guarantee that we receive a valid written claim or demand for

payment under this bank guarantee on or before <Insert Expiry Date>) failing which our

liability under the guarantee will automatically cease.

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7.7 List of Project related documents

These documents have to be provided by the vendor in the due course of the project

implementation. These have to been signed and approved by the Apex committee before

they can be implemented.

(a) Detailed Project Plan (b) Detailed System Study Report (c) List of services, Service Definitions, Service Levels (d) Updated/vetted FRS (e) SRS document (f) Traceability matrix (g) HLD documents (h) Application architecture documents. (i) Logical and physical database design. (j) Data dictionary and data definitions. (k) Application component design including component deployment views, control flows, etc. (l) LLD documents (m) Application flows and logic. (n) GUI design (screen design, navigation, etc.) (o) All Test Plans (p) Requirements Traceability Matrix (q) Capacity Building Plans. (r) SLA and Performance Monitoring Plan. (s) Design of real-time tools for monitoring volumes and for generating real-time MIS (t) Training and Knowledge Transfer Plans. (u) List of bugs that might still be present during the time of trial in the field.

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7.8 Draft list of complaints and service requests Complaint types Complaint category Complaint type Complaint categories

Card / hunger related

Eligible but do not have/not able to get AAY card/ application rejected

ARD service related

FPS dealer is retaining the ration cards

Eligible but do not have/not able to get BPL card/ priority household/ application rejected

Not allowing purchase in more than one installment per month

Delay in receiving the duplicate ration card

Shop remaining closed on prescribed days

List of eligible households not available/ displayed

Shop is opening for less than prescribed no of days

Entitlement denied/ delayed

Having BPL/AAY card but dealer is not giving rice

Shop opening for less than prescribed hours

Having BPL/AAY card but dealer is not giving wheat

Stock quantity/ details not displayed by FPS owner

Non availability/delay of gas Card holders not allowed to scrutinize records/ stocks on specified day

Non availability/delay of kerosene Misbehavior by FPS owner Lack of manpower at FPS Non availability/delay of rice Discriminatory service to particular community Non availability/ delayed of sugar

e-pds related

Dealer is not using POS Non availability/delayed of wheat PoS not working

Quality Issues

Poor quality of wheat Delay due to bio-metric authentication/ POS related issues

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Complaint types Complaint category Complaint type Complaint categories Poor quality of rice Bills not given/ Weighment is incorrect Defective weighing machine

Quantity/weighment issues

Less quantity of kerosene/ problem in weighment

Did not receive SMS notification about arrival of Supply despite registration

Less quantity of wheat/problem in weighment

ARD license related

Process not followed in issuing FPS license

Less weight of rice/problem in weighment

Dealer does not belong to notified area

Charging higher price

Charging higher price in gas Does not meet minimum education qualification

Charging higher price on kerosene Has criminal background Charging higher price on wheat Does not have secure godown space

Charging higher price on rice Does not meet minimum turnover/ financial requirement

Irregular service

Irregular supply of kerosene Vigilance committee

related

FPS level vigilance committee is not formed

Irregular supply of rice FPS level vigilance committee does have representation from all social backgrounds

Irregular supply of sugar FPS level vigilance committee is not formed Irregular supply of wheat Any Other issues Stocks do not arrive at prescribed day and time

Suggestion