request for proposal (rfp) (bid no. ter-42/r …

TER-42/R-APDRP/FMS/2020

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REQUEST FOR PROPOSAL (RFP)

(BID NO. TER-42/R-APDRP/FMS/2020)

E-tender No. - 2020_HBC_126106

FOR

Engagement of an agency for providing End-To-End Facility Management Services under the IT Infra having its connectivity with various offices in IPDS Towns & Non-R-APDRP areas under the jurisdiction of DHBVN & UHBVN.

Single Stage – Double Envelope Selection Procedure The last date for submission of Hard Copy of Technical Bid (i.e. Part-1) is

06.05.2020 (Up to 13:00 Hrs)

Chief Technology Officer, DHBVN & UHBVN, Vidyut Sadan, Vidyut Nagar, HISAR – 125005. E-mail:[email protected]

Superintending Engineer/R-APDRP,

DHBVN, Vidyut Sadan, Vidyut Nagar, Hisar-125005. Email:[email protected]


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INDEX

SECTION DESCPRITION PAGE NO.

I. Invitation for Bid

II. Scope of Work : Facility Management Solution (FMS)

III.

Instructions to Bidders

IV.

General (Commercial) Conditions of Contract

V.

Special Conditions of Contract

VI.

Price bid Schedule

VII Sample Format and Annexures


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SECTION – I

INVITATION FOR BID

(IFB)


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DAKSHIN HARYANA BIJLI VITRAN NIGAM (A Govt. of Haryana Undertaking)

NOTICE INVITING TENDERS (Through e-tendering)

E-tender is invited in two parts (Part-I, Technical Bid & Part-II, Price Bid),

from the firms, by the Chief Technology Officer, DHBVN, Hisar on behalf of DHBVN & UHBVN as per following details:

Sr. No.

Date of Starting of e-Tender for submission of on line Techno-

Commercial Bid and price Bid at https://etenders.hry.nic.in

Date of closing of online e-tender for submission of Techno-Commercial Bid & Price Bid on web

portal

Opening date of part-1 of proposal

on web portal

1 15.04.2020 (09:00 Hrs) 06.05.2020 (upto13.00 Hrs.)

08.05.2020 (at 15.00 Hrs.)

1) Only those tenders will be considered who fulfill the Pre-Qualification Conditions

mentioned in the tender documents. 2) Only those tenders shall be considered who deposit the earnest money and tender

cost & E-Service Fee by due date. i. Information Regarding Payment of e-service fees, Tender Document fee & EMD

Fee.

ii. The Bidders can download the tender documents from the Portal: https://etenders.hry.nic.in. The Bidders shall have to pay for the e-service fees, Tender documents & EMD fees online by using the service of secure electronic

NIT No./ date

Brief Scope of work Earnest Money deposit (In Rs.)

Tender documents Fees (Non-refundable)

(In Rs. including

GST)

E-Service Fee (Non-

refundable) (In Rs.

Including GST)

TER-42/ R-APDRP/FMS 2020 dated 13.04.2020 & E-

Tender

No.-

2020_HBC

_126106.

Engagement of an agency for providing Facility Management Services under the IT Infra of utility having its connectivity with various offices in IPDS Towns & Non-R-APDRP areas under the jurisdiction of DHBVN & UHBVN

10,00,000/- 5900/- 1180/-

https://etenders.hry.nic.in/

https://etenders.hry.nic.in/


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payment gateway. The secure electronic payments gateway is an online interface between suppliers and online payment authorization networks. The Payment for Tender Document Fee and eService Fee can be made by eligible bidders/ suppliers online directly through Debit Cards & Internet Banking Accounts and the Payment for EMD can be made online directly through RTGS / NEFT.

iii. If the tenders are cancelled or recalled on any grounds, the e-service fees & tender document fees will not be refunded to the agency.

iv. The detailed procedure/instructions to bidder on Electronic Tendering System are mentioned against clause no.36 of ITB section-II.

v. For any clarification regarding bid preparation and bid submission, please contact:

O/o. DS&D Haryana, SCO – 09, IInd Floor, Sector – 16, Panchkula – 134108 E - mail: [email protected]

The Tenderers can submit their tender documents (Online) as per the dates mentioned above.

Corrigendum, if any would be published online on the website.

-sd-

Chief Technology Officer, DHBVN, Hisar.

mailto:[email protected]



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To be submitted by the Bidder along with the Bid online

SECTION

DESCPRITION Bidder response (Agree/Disagree)

I. Invitation for Bid

II. Scope of Work

III. Instructions to Bidders

IV.

General (Commercial) Conditions of Contract

V.

Special Condition of the Contract

VI.

Price Bid Schedule

VII.

Sample format and Annexures

I / We have gone through the bid documents in totality and accept all the terms and conditions available in the bid documents.


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SECTION – II

Tender No.: DHBVN/

SCOPE OF WORK (SOW):

A) The scope for FMS:- The intent of DHBVN & UHBVN is to engage the services of

an IT company through a competitive bidding process for providing FMS services

under the existing or future IT setup of utility. The FMS shall aim at providing End-

To-End operational & functional support w.r.t the S/W applications & its associated

IT Infra, including resolution of system issues under a secured IT environment, and

shall further ensure uninterrupted & flawless commercial business operations for the

end users under IPDS towns & Non R-APDRP areas. Before the commencement of

the FMS work, the bidder shall be required to acquire complete knowledge and

understanding of the IT Infra of the utility, its network architecture, DB schema and

application landscape w.r.t the (Service Requirement Specifications) SRS

documents attached with this bidding document. After having gathered the complete

details, the bidder shall be required to give a presentation to DHBVN & UHBVN

covering the following broad areas: -

Understanding of the IT Infra & environment of the Utility

Operational & Functional domain understanding of the Utility Business

Operation

Understanding of the IT enablement of Utility Business vis-à-vis various S/W

applications, its functionalities and business processes mapped thereon.

Identification of the areas of criticality

Approach & Methodology for the FMS

Risk assessment & its mitigation plan

Resource deployment plan and structure for the FMS with clear roles and

responsibilities under the project

Mechanism for periodic review and performance evaluation

In case any of the successful bidder is different than the current FMS vendor of the Buyer, then the new bidder shall be required to run the FMS parallel to the existing system of FMS of the Buyer for 3 months. The contract will be awarded to the new bidder only upon satisfactory performance of the FMS.

Under the scope of FMS work, the bidder shall be responsible for 24*7*365


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management of all the IT enabled eco systems, in close coordination with the

existing FMS vendor(s) of utility, as per scope of work so as to render the services

as per Service Level Agreement (Annexure IV of RFP Document) between utility &

vendor. Scope does not include management of physical security for access to said

facilities, disaster management & business continuity. The following facilities will be

provided at the start of contract to FM Vendor by Utility for carrying out the FMS

responsibilities:

• Appropriately secured lockable storage/setup area

• A meeting room for periodic meetings

• Enough Sitting/office space in neat & clean environment

• PC (other communication facilities like P&T telephone & internet) are to be arranged by FMS vendor)

Following architecture for the FMS is into existence with DHBVN & UHBVN and for the governing & regulating the overall performance under the instant FMS, the same shall be applicable respectively as per the scope and requirements under the instant FMS :

1. Scope/Services:

1 Service Desk

2 Asset Management Services 3 Vendor Management Services 4 AMC Tracking 5 Desk side Technical Support 6 Data Center Administration 7 Antivirus & Security Administration 8 Network Management-WAN 9 Network Management-LAN 10 Storage Management 11 Messaging/Email Management 12 Backup Management 13 Management of Utility’s EMS & NMS 14 Security Management

2. Service Window:- Following shall be the indicative service window required for

FMS support to Utilities:

Sl no. Service Service Window Support Days

1 Project Management 9x6 Monday – Saturday 0900 – 1800

2 Asset Management 9x6 Monday – Saturday 0900 – 1800

3 Vendor Management 9x6 Monday – Saturday 0900 – 1800

4 Server Management 9x6 Monday – Saturday 0900 – 1800


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5

Storage and Backup/Restore

Management

24x7 Monday – Sunday 0000 – 2359

6 Network Monitoring 12x7 Monday – Sunday 0800 – 2000

& Management (DC, DR)

7 Security Management 9x6 Monday – Saturday 0900 – 1800

8 Helpdesk Management 16x7 Monday – Sunday 0600 – 2200

9 Field Support 9x6 Monday – Saturday 0900 – 1800

The team will be available during the service window defined. In case of any critical issues, the team should be available on-call basis during the Non-Working hours.

3. The bidder, along with their bid, should submit an understanding document w.r.t the

FMS of the facility and proposed team structure for its establishment at the site of work for providing the FMS.

4. Module Wise Job Roles & Responsibilities:

4.1 SERVICE DELIVERY MANAGEMENT: FM Vendor shall provide detailed description

for service delivery management for the complete project including transition plan and deliverables and project management methodology.

a. Project Management:- FM Vendor will assign a Project Manager who will

provide the management interface facility and has the responsibility for managing the complete service delivery during the contractual arrangement between utility and the FM Vendor. Project Manager will be responsible for preparation and delivery of all monthly/weekly reports as well as all invoicing relating to the service being delivered. Project Manager’s responsibilities should essentially cover the following:

• Overall responsibility for delivery of the Statement of Work/s (SOW) and Service Level Agreement (SLA).

• Act as a primary interface to Utility for all matters that can affect the baseline, schedule and cost of the services project.

• Maintain project communications through Utility’s Project Leader.

• Provide strategic and tactical recommendations in relation to technology related issues

• Provide escalation to FM Vendor’s senior management if required

• Resolve deviations from the phased project plan.

• Conduct regularly scheduled project status meetings.

• Review and administer the Project Change Control Procedure with utility


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Project Leader.

• Identify and resolve problems and issues together with utility Project Leader. • Responsible for preparation and delivery of all monthly reports as well as all

invoicing relating to the services being delivered b. Transition Management:-

During initial six weeks viz. initial period of taking over by FMS vendor after completion of all installation & commissioning jobs by consortium members, FMS vendor shall provide minimum agreeable services. Formal SLA shall be enforced only after initial transition period.

4.2 HELP DESK:-Help Desk shall act as a single-point-of-contact for all service

problems pertaining to hardware, software & network. The successful bidder shall create and maintain a dedicated centralized online Help Desk with a telephone number, E-mail and call tracking mechanism that will resolve problems and answer questions that arise from the use of the offered solution as it is implemented at utility. Users can log the queries / complaints, which should be resolved as per the Service Level requirements. The helpdesk queries / complaints can be related to connectivity, messaging, security, Hardware, Software, configuration and any other issues. Help Desk software shall take care of classification, automatic escalation, management, and status tracking and reporting of incidents as expected by the service level requirements. Status tracking should be available to users through telephone number as well as online through software.

• The Help Desk will respond to and resolve the problems as per the SLA. • Problems shall be classified into various levels of priority mentioned in the

SLA. The assigned priority for each problem shall depend upon: T

he extent of the problem’s impact on the usability of the system The percentage of users affected by the problem.

• The initial assignment of priorities is the responsibility of the Help Desk’s Problem Manager on basis of SLA. However, utility can change the priority assigned to a problem and the procedures that exist for escalating a problem to progressively higher management levels, until agreement is secured.

• The precise definition of problem priorities should be documented in the Successful bidder’s SLA.

• Helpdesk shall troubleshoot on systems (hardware), applications (software), mail related issues, network related issues, multimedia related issues, server administration, security policies, 3rd party coordination.

• After problem resolution, the logged problem in help desk will be closed and notification will be sent to user for confirmation and rate the customer service on defined parameter in helpdesk.

• Help Desk shall be responsible for change management like schedule up gradation of hardware and software components etc. Help Desk will co-ordinate and take approval from utility for the same and will inform all users for such event in advance.


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• Help Desk shall also be responsible for managing problems/incidents related to LAN at each node. Help Desk shall ensure timely response and assigning the problem/incident on priority basis.

Help Desk shall be ITIL compliant & shall implement ITIL compliant help desk

processes like Change Control Procedure, Call Flow Process, Incident & Problem management approach etc. FMS vendor shall utilize help desk tools, which are ITIL complaint and are open for integration with other enterprise management tools like EMS/NMS system & messaging system.

4.2.1 FM Vendor’s Responsibilities regarding Help Desk:

A. Providing Help desk solutions application The Service desk / help desk module shall include the Solutions application. A solution record is a predefined response to a problem or commonly asked question. A solution record consists of a symptom, a cause and a resolution. Solutions can be associated with incident and problem records. Solutions application is used to create, approve, and manage solution records. A separate application, Search Solutions, can be used to search for and view solution records.

The Solutions application includes the following features: 1. Ability to specify which solution records should be available to self-service users

in the Search Solutions application. 2. Ability to specify a Classification for the solution. 3. Ability to indicate a Status for a solution. A solution record can have one

of the following statuses: DRAFT, ACTIVE, or INACTIVE. 4. Ability to attach documents or Web sites to a solution record. 5. Ability to use the Solutions application to change the status of a solution record. 6. Ability to create, update and delete a solution in Solutions Application.

FMS Vendor shall integrate the help desk system with messaging system & EMS/NMS system of utility. Flow of Events shall be as follows: Any event triggered should be forwarded to service desk that submits & updates trouble ticket & also updates status of ticket back to EMS/NMS. EMS/NMS should automatically forward events to service desk. EMS/NMS operator should also be able to generate tickets & forward it to helpdesk. Helpdesk personnel must also be able to update ticket to EMS/NMS.

B. Hardware and Software Services 1. Provide Level One Support for hardware and software, including incident

logging, assigning incident numbers and dispatching the appropriate support personnel or AMC vendor to remedy a problem.

2. Prioritize problem resolution in accordance with the severity codes and


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Service Levels specified. 3. Provide system status messages, as requested. 4. Maintain the defined help desk operational procedures. 5. Notify designated personnel of systems or equipment failures, or of an

emergency. 6. Initiate a problem management record (“PMR”) to document a service

outage to include (for example) date and time opened, description of symptoms, and problem assignment (Level Two/Level Three), and track and report on problem status, as required;

7. Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate, as appropriate.

8. Monitor PMR closure, including documented problem resolution. 9. Provide Utility with complete and timely problem status through the problem

tracking system, as requested. 10. Maintain an updated help desk personnel contact listing.

C. Management Services

1. Provide “ownership-to-resolution” of all help desk calls, monitor and report on the progress of problem resolution, confirm resolution of the problem with the End User, and log the final resolution via the problem management system.

2. Record, analyze and report on calls received by the help desk, including: a. Call volumes and duration, b. Incident & Problem trends, c. Call resolution time.

3. Assign priorities to problems, queries, and requests based on the guidelines/SLA provided by Utility.

4. Monitor and report to Utility on maintenance vendor performance. 5. Provide input to Utility on End User training requirements based on help

desk call tracking and analysis. 6. Update contact list of users initially provided by Utility.

D. Install/MAC Services (Install Move Add Change)

1. Act as the point-of-contact for install and MAC requests and status; and 2. Act as the interface for coordinating and scheduling all installations and MACs.

E. User oriented Services

1. Provide an interface for user requests, such as new user IDs, address

changes, routing requests, and password changes.

2. Advise the End User to take reasonable steps to backup information, if possible, prior to attempting to affect a resolution either by phone or hands-on during Desk Side Support Service; and

3. Assist End Users with Office automation and E-mail “how to” and usage questions.


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4.2.2 Utility’s Responsibilities regarding Help Desk

1. Help FM Vendor define help desk call prioritization guidelines 2. Provide updated contact listing (as a one-time activity) for use by help

desk personnel in contacting appropriate personnel of utility for assistance/notification,

3. Assist FM Vendor, as requested, in the resolution of problems outside the scope of FM Vendors responsibilities or recurring problems, which are the result of End User error

4. Provide an adequate level of system authority for all Hardware, Software and resources for which FM Vendor has problem resolution responsibility and communications access

5. Assist FM Vendor in the development of help desk operational procedures by providing input to, and review and approval of, such procedures (this shall be a one-time activity).

4.3 Install, Moves, Adds, Changes (IMAC) Services

This Service provides for the scheduling and performance of install, move, adds, and change activities for Hardware and Software. Definitions of these components are as follows:

Install: Installation of desktop machines, servers, peripheral equipment, and network- attached peripheral equipment, which form part of the existing baseline (new equipment needs to be procured by with installation services at the time of procurement).

Move: Movement of desktop machines, servers, peripheral equipment, and

network- attached peripheral equipment.

Add: Installation of additional hardware or software on desktop machines and servers after initial delivery (e.g. Additional RAM, CD ROM drive, sound card etc.).

Change: Upgrade to or modification of existing hardware or software on desktop

machines and servers (e.g. Upgrade 2.4GB hard disk drive to 4.3GB).

Requests for IMAC shall be prepared by FMS vendor depending on customer/ system requirements & shall be approved by utility. Utility shall formulate guidelines for IMAC & communicate it to FMS vendor. All procurements shall be done by utility.

4.4 Asset/ Inventory Management

FMS Vendor shall provide asset-tracking services for the IT assets created for the utility.

1. FMS Vendor & utility personnel shall jointly perform baseline asset tracking & inventory tracking at start of FMS contract.


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2. FMS Vendor shall create/ maintain hardware asset database by recording information like configuration details, serial number, asset code, location details, warranty and AMC.

3. FMS Vendor shall ensure feeding baseline data of assets onto a software module developed for the purpose by vendor.

4. The database shall be regularly updated by the vendor .The updating shall be required due to new installations, upgradations of systems, change of location of systems, discarding of systems, sending of components for repairs etc.

5. The vendor at any time must be able to display to utility latest level of IT assets & inventories. It should be able to display assets sent for repairs & assets discarded & assets upgraded.

6. FMS Vendor shall provide regular MIS based on above to utility regarding need of new spares & components considering appropriate procurement time. The procurements shall be done by utility.

7. Prior to completion of contract period, FMS Vendor shall hand over all assets along with report of all services to new FMS Vendor/ Utility staff.

4.5 VENDOR MANAGEMENT

As part of this activity the FM Vendor’s team will: 1. Manage the vendors for escalations on support 2. Logging calls and co-ordination with vendors 3. Vendor SLA tracking 4. AMC Tracking 5. Management of assets sent for repair 6. Maintain database of the various vendors with details like contact person, Tel.

Nos., response time and resolution time commitments. Log calls with vendors Coordinate and follow up with the vendors and get the necessary spares exchanged.

7. Analyze the performance of the vendors periodically (Quarterly basis) 8. Provide MIS to utility regarding tenure of completion of AMC with outside vendors

for software, hardware & networks maintenance in order that utility may take necessary action for renewal of AMC. FMS vendor shall also provide MIS regarding performance of said vendors during existing AMC. Utility shall provide FMS vendor with contact details of individual vendors & SLAs signed with them by utility.

4.6 Desk Side Technical Support Services

This Service provides maintenance for IT equipment (Desktop, Laptop & Printers), including preventive and predictive support, as well as repair and/or replacement/ upgradation activity. FMS vendor shall:

1. Provide a single-point-of-contact to End Users for the resolution of Desk side related problems or to request an equipment upgrade or consultation.

2. Provide Desktop maintenance services, corrective maintenance to remedy a


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problem, and scheduled health check to maintain the Desktop in accordance with manufacturers’ specifications and warranties.

3. Identify network, operational and software related problems and escalate to respective teams

4. Implement Recovery Procedures 4.7 Anti-Virus Management:-This Service includes virus detection and eradication,

logon administration and synchronization across servers, and support for required security classifications. The scope of service is applicable to the servers and Antivirus patch upgrade for desktops.

4.8 LAN & Local server administration:- FM vendor will provide for LAN and server

administration services including administrative support for user registration, creating and maintaining user profiles, granting user access and authorization, providing ongoing user password support, announcing and providing networking services for users and providing administrative support for the Users from a central location.

4.6 Network Monitoring & Management- WAN/VPN/ Internet:-This Service provides for

the Availability Monitoring of the Wide Area network environment, including network connection devices, such as routers, and communication equipment. Management includes proactive monitoring and vendor management. The network administrator is responsible for: 1. Provide a single-point-of-contact for responding to Utility’s network management

queries or accepting its problem management requests. FM Vendor’s network management specialist will respond to utility’s initial request within agreed service level objectives set forth.

2. Monitor availability & Escalate to service provider and Notify Utility for WAN Outages.

3. Review the service levels of the network service provider (as per pre-defined schedules on SLA performance) along with utility.

4. Provide network availability incident reports severity wise to utility in a format mutually agreed.

5. Provide SLA performance management report of the Network Service Provider. 6. Fault Detection and Notification: The network admin shall diagnose problems

that could arise as part of the LAN/WAN network. These include connectivity problems due to failures in communication transport links, CPE, routing configuration points, or from software bugs etc.

7. Fault Isolation and Resolution: All faults that have been identified need to be isolated and rectified appropriately. The resolution measures undertaken by the network admin and results produced accordingly shall be documented in the report.

8. Carrier Coordination : Carrier Coordination implies providing a single point of contact to resolve network related problems involving carrier circuits, whether equipment or circuit related. When a problem is diagnosed because of a WAN circuit, the network admin must coordinate with the corresponding carrier to test


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and restore the circuit. He must take the responsibility and ensure that the problem is resolved.

9. Hardware/Software Maintenance and Monitoring: This would include problem determination, configuration issues, and hardware and software fault reporting and resolution. All such issues would need to be recorded and rectified.

10. 24x7 Network Monitoring and reporting: The bidder shall monitor the network on a continuous basis using the NMS and submit reports on a monthly basis with instances from the NMS system. System performance is to be monitored independently by the bidder and a monthly report mentioning Service up time etc. is to be submitted to Utility. The report shall include: o Network configuration changes o Network Performance Management including bandwidth availability and

Bandwidth utilization o Network uptime o Link uptime o Network equipment health check report o Resource utilization and Faults in network o Link wise Latency report (both one way and round trip) times. o Historical reporting for generation of on-demand and scheduled reports of

Business Service-related metrics with capabilities for customization of the report presentation.

o Generate SLA violation alarms to notify whenever an agreement is violated or is in danger of being violated.

o Any other reports/format other than the above-mentioned reports required by utility.

4.7 Server Administration/ Management:- FM vendor will provide the server administration and monitoring services to keep servers stable, operating efficiently and reliably. FM Vendor shall provide administrative support for user registration, creating and maintaining user profiles, granting user access and authorization, providing ongoing user password support, announcing and providing administrative support for print, file and directory, services.

4.7.1 FM Vendor’s Responsibilities

1. Setting up and configuring servers 2. Installation of the server operating system and operating system utilities 3. Also reinstallation on event of system crash/failures 4. OS Administration for IT system 5. Manage Operating system, file system and configuration 6. Ensure proper configuration of server parameters, operating systems

administration and tuning 7. Regularly monitor and maintain a log of the performance monitoring of

servers including but not limited to monitoring CPU, disk space, memory utilization, I/O utilization, etc.


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8. Regular analysis of events and logs 9. Apply OS Patches and updates 10. Monitor & verify logs files and periodically clean up log files 11. Ensure proper running of all critical services on the servers. Schedule and

optimize these services 12. Maintain lists of all system files, root directories and volumes 13. Resolving all server related problems 14. Escalating unresolved problems to ensure resolution as per the agreed SLAs 15. Responsible for periodic health check of the systems, troubleshooting

problems, analyzing and implementing rectification measures 16. Logical access control of user and groups on system 17. Responsible for managing uptime of servers as per SLAs.

4.11 Database Administration Services FMS Vendor shall:

1. Undertake end-to-end management of database on an ongoing basis to ensure smooth functioning of the same.

2. Undertake tasks including managing changes to database schemes, disk space, storage, and user roles. 3. Setting and tuning system parameters 4. Building appropriate indexes, specifying large enough buffers and caches,

aligning the database implementation with IT infrastructure, monitoring databases and applications, reorganizing databases, etc.

5. Manage database upgrade or patch upgrade as and when required with minimal downtime.

4.12 Backup/Restore management

The backup admin will perform backup and restore management in accordance with mutually agreed to backup and restore policies and procedures, including performance of daily, weekly, monthly, quarterly and annual backup functions (full volume and incremental) for data and software maintained on Servers and storage systems including interfacing with utility’s specified backup media storage facilities; The backup & storage admin shall ensure: 1. Backup and restore of data in accordance to defined process / procedure. 2. 24 x 7 support for file & volume restoration requests. 3. Maintenance and Upgrade of infrastructure and/or software as and when

needed. 4. Performance analysis of infrastructure and rework of backup schedule for

optimum utilization. 5. Generation and publishing of backup reports periodically. 6. Maintaining inventory of onsite tapes. 7. Forecasting tape requirements for backup. 10. Ensuring failed backups are restarted and completed successfully within

the backup cycle. 11. Monitor and enhance the performance of scheduled backups.


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12. Real-time monitoring, log maintenance and reporting of backup status on a regular basis.

13. Management of storage environment to maintain performance at optimum levels.

14. Periodic Restoration Testing of the Backup. 15. Periodic Browsing of the Backup Media. 16. Management of the storage solution including, but not limited to, management

of space, volume, RAID configuration, configuration and management of disk array, SAN fabric / switches, tape library, Zoning etc.,

17. Interacting with Process Owners in developing / maintaining Backup & Restoration Policies / Procedures

18. To provide MIS reports as per agreement.

4.13 Mail/Messaging System management:- The server admin will provide management of messaging systems, including administration of mail servers, monitoring performance, and management of user account, mailboxes, post office and address book, backup and archival management.

4.14 Management of Utility’s Enterprise Management System including Network Management, Monitoring & Performance Analysis (EMS & NMS system)

FM Vendor shall also manage EMS & NMS installed by consortium for the utility. FM vendor shall extract information from EMS & NMS system to manage & administer LAN, WAN, Internet, servers, desktops, data Centre, database etc. EMS is installed at server room to manage Servers, Desktops, Data Back-up, Database, and event and compliance management. NMS tool has been installed for managing the Data Center LAN and WAN routed Traffic & to recognize common network problem, management of multi-vendor network with discovery, mapping and alarm tracking. NMS is also designed to provide network analysis module for switch fabric/CPUs, monitor utilization of switch resources & in isolating the network problems, provide performance monitoring, trouble shooting, capacity planning, and report generating of various statistics.

DHBVNL uses Oracle Application Performance Monitoring tool and associated services, bidder should utilize and leveraged and to scale the associated services for monitoring and management required for existing and running infrastructure components and the additional infrastructure procured and get available during this project life cycle. The additional consumption of the cloud services would be paid as on actual cloud services/consumption by DHBVNL, while bidder need to consider their services estimated.

4.14.1 Monitoring, Management and Analytics

The following functionalities need to be configured in existing Monitoring,


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Management and Analytics tool – 1. Infrastructure and Database Monitoring

The tool should be configured to provide mobile web to show the resource

status and key metrics

The tool should be configured to be able to monitor following technology tiers

(to name few – as applicable):

Host (including Linux, Solaris, Windows, AIX)

Relational Databases (including Oracle Database, MySQL, Microsoft SQL

Server, MongDB)

Web Application Servers (including Oracle WebLogic Server, Tomcat,

Apache HTTP Server)

Network Devices (including Switch)

The tool should be configured to provide a single holistic view of the health of

complete IT infrastructure with a pre-built dashboard, including:

Total number of entities being monitored, and allowing user drilling down to

a list of entities

Percentage of entities UP, and number of entities UP, and number of

entities DOWN, and number of entities Unreachable.

Number of open alerts by severity, including number of Fatal alerts, and

number of Critical alerts, and number of Warning alerts. Plus, the increase

or decrease in alert count by severity

Status and performance across of following technologies tiers (including

Host, Relational Databases, Web Application Server, Virtual Servers, and

Network Devices)

The tool should be configured to provide scatter plot charts show current

performance of monitored entities within each tier as measured by key

performance metrics, such that outliers, e.g. entities with the heaviest load or

slowest performance, can be visually seen by users

The tool should be configured to provide a common set of metrics across

different vendor technologies to simplify monitoring, to reduce the need to learn

different vendor-specific metrics that semantically mean the same thing, to

allow users easily comparing performance across all entities of the same kind

regardless of vendor technology

The tool should be configured to automatically generate alerts when an entity is

down


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The tool should be configured to allow user creating alert rules. For each alert

rule,

The software shall allow user applying the alert rule to all entities of an

entity types or applying the alert rule to selected entities.

The software shall allow user adding a set of alert conditions, based on

metric, threshold for warning alert, threshold for critical alert, period

exceeding the threshold.

The software shall allow user to customize alert message and clear

message

The software shall allow user to define who should receive email notification

when the alert is first raised, when the alert is worsens in severity, and when

the alert is closed.

The tool should be configured to allow anomaly-based Alerts.

The tool should be configured to allow user creating new entity types,

creating new metrics, creating new instance, and uploading metric data.

The tool should be configured to provide Out-of-box Machine Learning to

show Anomalies.

2. Log Analytics

The tool should be configured to provide all the required big data platform

and analytics engine.

The tool should be configured to check the status of its own agent through

heartbeat

Log Collection

The tool should be configured to be able to collect logs from different type

of log sources, including Database, Syslog Listener, Windows Event

System, File, and Oracle Diagnostic Log.

The tool should be configured to be able to collect logs from on premise

data center and clouds.

The tool should be configured to provide out-of-the-box log parsers

specially designed for major vendor specific and open source technologies.

The tool should be configured to allow user creating new log parser(s) with

regular expression.

The tool should be configured to be able to test the log parser being

created with administrator provided log samples and show parsed result

immediately in user interface.


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The tool should be configured to be able to mask sensitive data or drop the

sensitive data before leaving the customer resources.

Log Processing

The tool should be configured to be able to enrich an extracted field, e.g.

Host IP Address (Client), to country or country code

The tool should be configured to be able to search all logs based on key

words and time range. The software shall be able to filter search results

based on multiple criteria, including log source, log file (entity), entity, entity

type, group, and values in extracted fields in log files.

The tool should be configured to be able to compare two selected log

records. The software shall be able to show these two-log records side-by-

side and highlight the differences

The tool should be configured to provide different visualization formats,

including histogram, table, summary table, pie chart, bar chart, vertical bar

chart, tree map, sunburst, distinct value, tile, and map.

The tool should be configured to be able to save a search query as a

widget.

The tool should be configured to allow user creating new dashboard(s) and

drag-and-dropping existing widget(s) into the dashboard.

The tool should be configured to be able to provide alerts on the violation of

searched result exceeds specified threshold.

The tool should be configured to be able to export searched result into CSV

file.

The tool should be configured to be able to group log records together

based on how similar they are to each other by a command or mouse-click

and reduce the large number of log records into a small number of

patterns.

The tool should be configured to be able to identify potential issues

automatically. The software shall be able to identify outliers automatically.

The tool should be configured to be able to show trend of each pattern

(cluster). The software shall be able group trends based on how similar

they are to each other automatically.

3. Application performance Monitoring

The tool should be configured to be an integrated offering of Systems

Management including APM, infra monitoring and for troubleshooting able

to drill down to relevant logs from Application, DB, Syslog, OS etc.


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The tool should be configured to provide a consolidated view of application

landscape covering IT Infra, End user experience, Logs, Alerts, DB

monitoring.

The tool should be configured to support latest technology stack like

Docker, Kubernetes, Virtualization Hypervisor like ESXi, Hyper V etc.

The APM agent should be configured to collects data about the

performance of a running Java and .Net application running on

WebSphere, WebLogic and Jboss platform.

The APM agent should be configured should have minimum footprint of

agents and consolidation point like Gateway should be available in

customer's DC

The APM agent should be configured to be able to drill down up to the time

taken by specific SQL queries (for Oracle database) for any specific

application server request.

The APM agent should be configured and scale to other applications to show the following functionalities APM Page List

View the pages monitored by APM

Show sort and filtering capabilities

Show time selector

View page performance across pages

APM Page Summary Configurations

Show the information available from a single APM page

Show general page metrics

Show geography view and page performance for geographic regions

APM Server Request Configurations

Configure to Show the capabilities of the APM Server Request List

View the list of requests monitored by APM

Highlight response time, calls and errors

APM Server Request Summary

Show information for a single APM server request

Examine general metrics of the server request

Show how to change arrow width and node size on the request

diagram

Show metrics for the request over time

Show database activity associated with the request

Show connection links to external services


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Show callers to the service

APM Troubleshooting Features configuration for applications

Demonstrate APM troubleshooting functionality

Show the Alerts screen

Show the summary of views and errors on the Page List

View the details of a single page

Show the Ajax calls for a page

Show the server requests for an Ajax call

Show the server request summary, with call and error metrics

View data for an instance of a server request

View related logs

4.15 Performance Monitoring & Reporting

Regularly monitor and maintain a log of the performance monitoring of servers including but not limited to monitoring CPU, disk space, memory utilization, I/O utilization, Central Storage etc.

• Regular analysis of events and logs generated in all the sub systems including but not limited to servers, operating systems, databases, applications etc. The system administrators shall also ensure that the logs are backed up and truncated at regular intervals.

• The administrators shall undertake actions in accordance with the results of the log analysis to ensure that the bottlenecks in the infrastructure are identified and fine-tuning is done for optimal performance.

• Reporting to utility for all system performance monitoring

5. SERVICE MANAGEMENT CONTROLS:-The Bidder must adhere to well-defined processes and procedures to deliver consistent quality services throughout its contractual period. Any hardware/software to meet the requirements under this section must be provided by the bidder. The bidder is expected to have the following system management controls in place:

5.1 INCIDENT MANAGEMENT:-The bidder must have:

i) Ability to create an incident record to document a deviation from an expected standard of operation.

ii) Ability to create other ticket from the incident, if resolving the incident involves creating a service request, problem or work order.

iii) Incident could be created automatically from sources such as email, system-monitoring tools.

iv) Ability to have ticket template containing data that agent can automatically insert in common, high-volume records. Instead of manually entering standard information each time, vendor can apply a template that contains information


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such as owner, service group, service, classification, internal priority, activities, labor requirements, and activity owners.

v) The template can add the following information, but can be modified to include: Priority, Owner or Owner Group, Service Group or Service, Classification; for Activities: Activity, Sequence, Job Plan, Site, Organization, Description, Owner or Owner Group, Priority, Vendor, and Classification.

vi) Ability to assign ownership of an incident either to a person or a person group who is responsible for managing the work associated with that record.

vii) Ability to assign ownership via workflow or an escalation process viii)Ability to associate an asset for an Incident record, if the issue you are

reporting or working on involves an asset. ix) Ability to select related asset by hierarchical view x) Ability to pick the related tickets from the similar ticket search result so that the

selected records are copied onto the Related Records list with the relationship RELATED.

xi) Ability to view a list of related records and view the work and communication logs for all related records on one screen, on the global record.

xii) Ability to create a service request from an incident with a relationship between the two records.

xiii)Ability to create a Problem from Incident application to record an unknown, underlying cause of one or more issues. The created Problem will be related to the originating Service Request as type RELATED

xiv)Ability to create a release in the Incident application when resolving the Incident involves releasing a set of bundled changes to your users. The created Release will be related to the originating Incident as type FOLLOW-UP and has the status of waiting-on-approval

xv) Ability to relationships between Incidents. xvi)Ability to identify a global incident, which is the root cause of many other issues

or that is something affecting many users. xvii)Ability to automatically assign one or more SLAs via Workflow or Escalation

process based on SLA’s criteria xviii)Ability to apply an incident template which contains activities that can be

viewed and edited xix)Ability to find and attach Solution record containing information on resolving to an

Incident record. xx) Ability to record Solution containing information on the symptom, cause, and

resolution. xxi) Ability to create and submit a draft solution from the Incident application screen

which an agent can approve the solution for general use later. xxii) The communication log stores inbound and outbound messages and

attachments sent between users and agents. xxiii) Ability to view communication entries associated with a record. xxiv) Ability to use a communication template to fill in default data, such as

the identifier, subject from the originating record when create a communication.

5.2 . TICKETING MANAGEMENT


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i) Ability to specify an Owner or Owner Group and Service Group or Service for the ticket.

ii) Ability to specify a Classification for the ticket. iii) Ability to specify both a Reported Priority and an Internal Priority for the ticket. iv) Ability to list related assets on a ticket. v) Ability to track time spent on a ticket via the Timer button or alike. vi) Ability to apply one or more service level agreements (SLAs) to a ticket. vii) Provide Self-Service Service Requests module to allow users to submit and

view service requests. viii) Ability to create other ticket from the service request, if resolving the

service request involves creating an incident, problem, or work order. ix) Ability to relate existing tickets to the service request. x) Service requests could be created automatically from sources such as

email, system- monitoring tools. xi) Ability to add a classification to enable workflow processes, escalations, and

service level agreements xii) Ability to have ticket template containing data that agent can

automatically insert in common, high-volume records. Instead of manually entering standard information each time, agent can apply a template that contains information such as owner, service group and service, classification, and internal priority. The template can add the following information, but you can modify it, Priority, Owner or Owner Group, Service Group or Service, Classification, Vendor, and Organization.

xiii) Ability to assign ownership via workflow or an escalation process xiv) Ability to select related asset by hierarchical view xv) Ability to filter the related asset list by value list: All, Public, or

User/Custodian. The default User/Custodian is the affected person specified on the record.

xvi) Ability to show similar tickets to search for and relate other tickets to the current record. The purpose is for information only.

xvii) Ability to automatically assign one or more SLAs via Workflow or Escalation process based on SLA’s criteria

5.3 PROBLEM MANAGEMENT

The Vendor must develop an effective problem management system to reduce the impact of problem that occur and minimize its reoccurrence. It should help in identifying the root cause of the problem and proper recording and tracking of the problem till its resolution. In order to systematically capture, record, track and resolve the calls, robust application tools with following functionalities / features should be provided. The tools shall have following features:

i) Ability to apply a template to a Problem. The template contains common data such Priority, Owner or Owner Group, Service Group or Service, Classification, Vendor, and Organization.

ii) The Problem template also can contain activities, labor requirements, and activity owners


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iii) The Problem template also can contain Problem activity common data such as, Sequence number, Job Plan, Site, Organization, Description, Owner or Owner Group, Priority, Vendor, and Classification.

iv) The status is automatically changed to be QUEUED when ownership of an incident is assigned except the status is RESOLVED

v) Ability to associate an asset for a Problem record, if the issue you are reporting or working on involves an asset.

vi) Ability to select related asset by hierarchical view vii) Ability to relate other tickets and work orders to a Problem with a

relationship type of RELATED viii) Ability to show similar tickets to search for and relate other tickets to the

current record. ix) Ability to show similar tickets, Problems to search for and relate other

tickets, Problems to the current record. x) The similar ticket search results only list service requests, incidents, and

problems having the same Classification. Records are not included in the results if they either are global records or history records.

xi) Ability to identify a Problem as global record. A global record captures information about an issue affecting many people. The record might be a created for a shared asset i.e. the root cause of many other issues, such as a failed network server.

xii) Ability to relate a Problem to a Global record. xiii) Ability to create a service request from a problem, creating a relationship

between the two records xiv) Ability to create a Release in the Problem application when resolving the

Problem involves releasing a set of bundled changes to your users. The created Release will be related to the originating Problem as type FOLLOW-UP and has the status of waiting-on-approval

xv) The relationship between Problem and other Problem/Ticket can be deleted.

xvi) Ability to identify a global Problem, which is the root cause of many other issues or that is something affecting many users. A global record might have many other records related to it.

xvii) Ability to automatically assign one or more SLAs via Workflow or Escalation process based on SLA’s criteria

xviii) When you apply an SLA that includes a response commitment to a Problem, value in the Target Start date field is set based on that SLA.

xix) When you apply an SLA that includes a resolution commitment to a Problem, value in the Target Finish date field is set based on that SLA.

xx) Ability to relate existing service requests, incidents and problems to a global record and manage them via the global record with the relationship RELATED TO GLOBAL type.

xxi) Ability to manage the tickets via the global ticket, when linked with global relationships, so the statuses of related tickets can be changed by changing only the status of the global record.

xxii) Ability to change status of each activity individually


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xxiii) Ability to apply a template, which contains activities that can be viewed and edited.

xxiv) Ability to select labor for activities on a Problem. xxv) Ability to report labor time either for a Problem as a whole, for activities on

the Problem, or for both types of labor time. xxvi) Ability to enter start and stop times. xxvii) Ability to select an owner for each Activity individually. xxviii) Ability to find and attach Solution record containing information on

resolving to a Problem record. xxix) Ability to record Solution containing information on the symptom, cause,

and resolution. xxx) Ability to create and submit a draft solution from the Incident application

screen which an agent can approve the solution for general use later. xxxi) Ability to use the Work Log in the Problem application to document work

that needs to be done or that was done to resolve the issue. xxxii) Ability to modify or delete Work Log with authorization protected. xxxiii) Ability to create Communication action in Problem application to send

communications about a record to a requestor or other user.

Ability to use a communication template to fill in default data, such as the identifier, subject from the originating record when create a communication

5.4 CHANGE MANAGEMENT

i) Work plan for Change Order describes the labor, materials, tools, services,

and tasks you need to complete a Change. ii) Ability to enter, modify, or view the work plan. iii) Ability to select a job plan (predefined Work Plan), and modify it as needed. iv) When associate a job plan with a Change order, it copies the labor, materials,

services, and tools to the Change order’s plan. v) Ability to limit the list of job plans displayed for selection to only job plans

associated with the asset or location that appear on the Change order. vi) When work with planned materials or items for a Change, it shall display

item number, description, location, category and unit cost. vii) Ability to create a ticket or work order from within an existing ticket or work

order (A change order). viii) When create a work order or ticket, the newly created record has a status of

FOLLOW UP, and the original record is its ORIGINATOR. ix) Ability to create follow-up work orders. It will copy the asset, location, and GL

account from the originating work order to the follow-up work order. A follow-up work order is for when you complete a job but notice that additional work is needed on the same asset or location.

x) Ability to link work orders and tickets to a Change with a relationship type of RELATED

xi) Ability to create a change from a change. It is needed when, for example, a technician completing a change discovers that additional work not specified on the change, such as a software upgrade, is required to solve a problem.


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xii) Ability to create an Incident, problem, release & work order from a change.

xiii) Once a change is approved, it cannot be deleted. xiv) When change status of a Change it will change the status of to the child work

orders, if the change is indicated to do so. xv) Ability to change the status of the Changes to complete (COMP), which

indicates all the physical work is finished. xvi) Ability to execute the move or modification of assets when the status is

changed as planned. xvii) Ability to change the status of child Change order in the screen of parent

Change order. xviii) Ability to view information about previous status changes. xix) Ability to change the status of the Change order’s task. xx) Ability to automatically assign one or more SLAs via Workflow or Escalation

process based on SLA’s criteria xxi) Ability to duplicate a change with or without its tasks or with

its hierarchy. xxii) Ability to drilldown view the complete hierarchy of locations

and assets

5.5 E-mail LISTENER The help desk application shall have features to interface with messaging system (E-mail listener) to extract service request from messages. The E-mail Listener Configuration application includes the following features:

1. E-mail Listener shall support post office protocol 3 (POP3) and Internet message access protocol (IMAP) e-mail protocols.

2. E-Mail Listener must have the: o Ability to create multiple listeners, to monitor multiple e-mail accounts. o Ability to support multiple attachments per message. E-Mail Listener

converts any attachments into attached document records. When a ticket record is created from the e- mail, the attachments are associated with the ticket record.

o Ability to specify a status for the listener Active/Non-Active. o Ability to differentiate between new service requests and updates to

service requests via the subject line of a message. o Ability to customize e-mail handling via a Workflow process. o A different Workflow process can be associated with each listener. o Workflow processes can be configured to convert e-mail messages into

service requests and communications log entries.

5.6 RELEASE MANAGEMENT:-

i) Ability to link work orders and tickets to a Release. ii) Ability to create follow-up work orders. It will copy the asset, location, and GL

account from the originating work order to the follow-up work order. A follow-up


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work order is for when you complete a job but notice that additional work is needed on the same asset or location.

iii) Ability to create a change from a release. It is needed when, for example, a technician completing a change discovers that additional work not specified on the release, such as a software upgrade, is required to solve a problem.

iv) Ability to create an Incident, problem, service request, work order & release from a release.

5.7 AVAILABILITY MANAGEMENT

i) The bidder must define the processes/procedures which ensure the service delivery as per the required SLAs or exceed it. It should cover various equipment’s such as all the servers, networks, switches, SAN, Modems, data converter units, call center equipment’s, other site specific services, and the critical services and their supporting hardware, micro-code, firmware, and software components, as defined in scope of work. Industry standard SLA management tools should be deployed and shall have following essential features:

ii) Ability to define the following types of SLAs: Customer (SLA), Internal (OLA) and Vendor (Underpinning contract)

iii) Ability to define SLAs at the System, Organization, or Site level. iv) Ability to specify a ranking to be used for the SLA, when multiple SLAs exist

for the same object. v) There is a setting to specify whether only one or multiple SLAs should be

applied. vi) Ability to relate an SLA to another SLAs, for example if an SLA has

supporting SLAs. vii) Ability to link an SLA to a key performance indicator (KPI) to monitor

performance. viii) Ability to create an escalation for an SLA. ix) Ability to use the Service Level Agreements application to modify service

level agreements (SLAs). When an SLA is in DRAFT or INACTIVE status, user can edit or add information on the Service Level Agreement, Assets and Locations, and Escalation.

x) Ability to associate relationship between service level agreements (SLAs). When display an SLA record, user can build a list of the SLAs that the current SLA record supports (also known as parent SLAs), or a list of SLAs that support this one (also known as child SLAs).

xi) Ability to associate specific assets, asset types, and locations to a service level agreement (SLA). Once an SLA and its associated escalation are activated, it shall apply the SLA to any listed assets, asset types, and locations.

xii) When an SLA is set to ACTIVE status, it shall automatically change the status of the escalation to ACTIVE as well.

xiii) Ability to workflow the SLAs. xiv) Provide predefined action types, such as Set Owner, Status Change, or

Create Ticket. xv) Ability to create new action types, if needed.


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xvi) Ability to define sets of actions that are grouped together in a specific sequence. xvii) Ability to associate an escalation point with one or more actions through the

action group.

5.8 PERFORMANCE MANAGEMENT

The recording, monitoring, measuring, analyzing, reporting, and forecasting of current levels, potential bottlenecks, and enhancements of performance characteristics for the services, networks, applications, system software, and equipment within the scope shall be required. System tuning and optimization is an inherent part of this contract. Where warranted, the vendor will utilize capacity management data in combination with performance management data to identify ways to improve performance levels of the resources, extend their useful life, and request utility to approve revisions/upgrades to the computing and communications hardware, software and other equipment’s such that higher levels of performance of the resources are obtained.

5.9 CAPACITY MANAGEMENT

The continuous monitoring, periodic analysis, and forecasting of the changes

necessary to quantify capacity and configuration of finite resources comprising

the computing and communication hardware and software infrastructure supported under this initiative by the Bidder. Categories of resources to be

capacity managed include but are not limited to servers & system software.

5.10 SECURITY MANAGEMENT

The protection from unauthorized usage, detection of intrusions, reporting as required and proactive prevention actions are to be provided by the vendor.

5.11 RESOURCES FOR PROJECT & SERVICE MANAGEMENT

The bidder shall deploy adequate number of personnel for providing Facility Management services in each shift of the day. Further there shall be one team leader available during day shift, which would also be expected to be available on call in case of emergent requirement. The bidder shall be required to depute on-site personals to meet the Services requirement as described above. i) ONSITE SERVICE ENGINEERS – Shall be required to undertake the

responsibilities of System Administrator and Troubleshooting of multi-brand Hardware. OEM UNIX certified engineer shall be required for System administration, repair & maintenance, with knowledge and expertise on the various UNIX flavors and Windows Operating System of the ERP Production Environment. Microsoft certified Professional shall be required for Intel Servers.

ii) OPERATIONS MANAGEMENT RESOURCES – The Bidder shall be required to deploy adequate number of engineers responsible for day-to-day operations


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(including back up etc.) and monitoring in each shift on all days of the week on 24x7 days.

iii) GENERAL QUALIFICATION & EXPERIENCE OF RESOURCE PERSONS –

The engineers deployed for the job must have suitable qualification, experience and

certification for the assigned job. If the service of personnel is not satisfactory, owner shall ask for the suitable replacement and the Bidder shall be required to provide the replacement on the next working day.

FM Vendor can assign the part of the work to the sub FM Vendor. However, the complete management control should be of the FMS Vendor.


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SECTION – III

INSTRUCTION TO BIDDERS


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INSTRUCTIONS TO BIDDERS

1.1. Introduction

The power sector reforms in the state of Haryana were initiated by the Government of

Haryana (GoH) under the Haryana Reforms Act 1998 on 10th March 1998. The

Haryana Electricity Regulatory Commission (HERC) was formed on 16th August 1998

and the Haryana State Electricity Board (HSEB) was unbundled in to two independent

company’s viz. Haryana Power Generation Corporation Limited (HPGCL), to undertake

generation of electricity, and Haryana Vidyut Prasaran Nigam Limited (HVPNL) to

undertake transmission, distribution and retail supply of electricity in the state of

Haryana.

Subsequently in July 1999, two distribution companies viz. Uttar Haryana BijliVitran

Nigam Ltd. (UHBVNL) and Dakshin Haryana BijliVitran Nigam Ltd. (DHBVNL) were

separated from HVPNL to exclusively undertake function of distribution and retail supply

of electricity in their respective geographic areas.

Electricity Sector organizations in Haryana

HERC Haryana Electricity Regulatory Commission

http://www.herc.nic.in

HPGCL Haryana Power Generation Corporation Limited

http://hpgcl.gov.in

HVPNL Haryana Vidyut Prasaran Nigam Limited http://www.hvpn.gov.in

DHBVN Dakshin Haryana BijliVitran Nigam Ltd http://www.dhbvn.org.in

UHBVN Uttar Haryana BijliVitran Nigam Ltd http://www.uhbvn.org.in

1.2. Company Profile

1.2.1. DHBVN Profile

S.No. DHBVN as whole Office Covered under R-APDRP

Name of Circle

Circle No. of Divisions & other offices

No. of S/Divns

Circle No. of Divisions &

other offices

No. of S/Divns

1 Hisar 1 14 11 1 14 4

2 Faridabad 1 7 18 1 7 16

3 Sirsa 1 3 13 1 3 4

4 Bhiwani 1 5 16 1 3 4


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5 Narnaul 1 2 8 1 1 1

6 Gurugram-I 1 4 8 1 4 4

7 Rewari 1 4 11 1 2 3

8 Palwal 1 3 11 1 1 2

9 Jind 1 3 12 1 2 4

10. Gurugram-II 1 3 7 0 1 5

11. Fatehabad 1 2 11 0 2 2

TOTAL 11 50 126 9 40 49

1.2.2. UHBVN Profile

S.No. UHBVN as whole Office Covered under R-APDRP

Name of Circle


other offices

No. of S/Divns


other offices

No. of S/Divns

1 Ambala 1 3 16 1 3 10

2 Kurukshetra 1 3 11 1 3 6

3 Karnal 1 4 17 1 2 6

4 Panipat 1 3 9 1 2 4

5 Kaithal 1 3 12 1 2 4

6 Yamunanagar 1 3 14 1 2 6

7 Jhajjar 1 3 11 1 2 3

8 Sonepat 1 3 13 1 2 4

9 Rohtak 1 3 9 1 2 4

TOTAL 9 28 112 9 20 47

Note:- Due to organizational restructuring the profile of DH & UH may changes during the contract. Simultaneously the consumer mix in the designated areas may also grow at 7.5% CAGR in DH & UH. However, this will not tantamount towards any change in the value of the assignment for the FMS vendor and delivery of FMS services for the IPDS Towns and Non R-APDRP areas under the Circles shall remain sacrosanct.

2.0. About the R-APDRP Project

2.1. About RAPDRP

The Government of India in 10th Plan started Accelerated Power development and

reforms program for reforms in distribution with following objective:-


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Reduction of AT&C losses

Bring about Commercial viability

Reduce outages & interruptions

Increase consumer satisfaction

Considering the need for continuity and to rein in the losses of the utilities, need was felt

to continue the initiative of APDRP in 11th plan which was termed as R-APDRP. On

review of the status and benefits achieved of APDRP, it was felt that to have sustainable

distribution business, it is essential to give impetus to IT enabling of the sector on an

integrated platform. The IT platform shall assist in capturing and validating the energy

and revenue model to gather in a transparent manner with accuracy.

Also, considering the difficulties of domain expertise in IT area of the utilities and the experiences the utilities had, it was considered necessary to prepare SRS template, which shall provide the IT infrastructure for drawing the baseline data while addressing the need of IT back bone in the area of distribution business process to capture the benefits of the investments on sustainable basis.

RAPDRP (Part A) has been implemented in total 36 towns of UHBVN and DHBVN to

meet following objectives:

a) Establishing base line data for accurate measurement of losses.

b) Improving customer services which include projects for establishment of IT

Infrastructure & deployment of applications like Meter Data Acquisition, GIS based

electrical asset mapping and consumer indexing, Meter Reading, Billing,

Collections, MIS, Energy Audit, New Connection, Disconnection, Customer Care

Services, Web self-service etc.

Under the RAPDRP (Part A) scheme, the following IT Infrastructure has been setup in

DHBVN / UHBVN:

1. Data Center at Hisar

2. Disaster Recovery Center at Panchkula

3. Common Centralized Call Center for both Utilities at Gurugram for seating capacity

of 100 with a Toll-Free No.

4. Following modules and systems:

a. Meter Data Acquisition System

b. Energy Audit

c. New Connection

d. Disconnection & Dismantling


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e. GIS based Customer Indexing and Asset Mapping

f. GIS based integrated Network Analysis Module

g. Centralized Customer Care Services

h. Management Information System (MIS)

i. Web Self Service

j. Identity and Access Management System

k. System Security Requirement

l. Development of Commercial Database of Consumers

m. Metering

n. Billing

o. Collection

p. Asset Management

q. Maintenance Management

r. Document Management System

s. Mail / Messaging System

t. Enterprise Management System and Network Management System

u. Antivirus & Firewall System

v. Data Warehouse System with MIS application

w.Application Monitoring Tool Cloud services (Like CCnB, GIS, Asset Mgt.)

5. AMR Implementation

6. DGPS based GIS Survey for all towns coming under the R-APDRP scheme

7. Establishment of LAN, MPLS-VPN and other networking in all the identified towns

of both the DISCOMs

8. Data Migration for following applications

a. Metering

b. Billing

c. Collection

d. New Connection

e. Disconnection and Dismantling

f. Asset Management

g. Maintenance Management

9. M/s HCL-Technology, Noida was appointed as ITIA by DH & UH, for establishment

of IT Infrastructure & deployment of applications like Meter Data Acquisition, GIS

based electrical asset mapping and consumer indexing, Meter Reading, Billing,

Collections, MIS, Energy Audit, New Connection, Disconnection, Customer Care

Services, Web self-service etc.


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

In addition to this, 5 years FMS activity has also been awarded to M/s HCL-T under

the existing contract & following are the brief of the FMS activities presently being

carried out by HCL-T w.e.f 1st April’18: -

Data Centre and Disaster Recovery Centre Management

All Application Software

Server, Storage and Backup Management Services

Operating System Administration / tuning

Database Administration

Network Management Services –

Messaging Services

DC /DRC Operations

WAN and LANs at all locations and Network service provider management

Security services for IT infrastructure and Information – IT security policy

enforcement. SI will implement any modification in the IT security policy

desired by DHBVN and suggest security provisioning based on incidents

during operations to plug security loopholes

Desktop and device management services

Application Software support and maintenance for bug fixing, updates,

modifications and change requests

System Software

Software Version Control & License Management

Anti-virus Support

Help Desk Services

Vendor Management and Maintenance Services

Performance optimization of the entire IT Infrastructure

10. Solution component mapping with business functions as implemented in RAPDRP is

given below:

RAPDRP Functional Modules Solution Components

Meter Data Acquisition System (MDAS)

Secure Meters - Integrator, DCU Devices, Substation Monitoring

Energy Audit Secure Meters – Analyzer

New Connection Oracle Utilities CCB Product

Disconnection and Dismantling Oracle Utilities CCB Product

Centralized Customer Care Services

Oracle Utilities CCB Product, Contact Anywhere product integrated with Call Center Solution


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

RAPDRP Functional Modules Solution Components

Management Information System (MIS)

Oracle CCB, WAM BI Publishers, OBIU for DWH

GIS based customer indexing and asset mapping ESRI

GIS based integrated network analysis module PRDC NA Product (PRDC)

Web Self Service JBOSS Server.

Identity and Access Management CA IDM

System Security Requirement CA IDM Suit

Development of Commercial Database of Consumers Oracle Utilities CCB Product

Metering Oracle Utilities CCB Product

Billing Oracle Utilities CCB Product

Collections Oracle Utilities CCB Product

Asset Management Oracle Utilities WAM Product

Maintenance Management Oracle Utilities WAM Product

Business Intelligence Oracle Utilities BI (OUBIEE)

Document Management NewgenOmnidocs

Workflow Management Workflow Engine

Integration Middleware Oracle OSB Suite

Application Monitoring, management, and analytics cloud services

Oracle Management Cloud (OMC) for OMC – Application Performance Monitoring OMC – Infrastructure Management OMC – Log Analytics OMC – IT/Database Analytics

2.3 Scaling up of the R-APDRP IT system in IPDS Towns and in Non-R-APDRP

areas of UHBVN and DHBVN

UHBVN and DHBVN are in the process of scaling up RAPDRP IT systems to rest of

areas of UHBVN and DHBVN. The detail of area is as under: -

For DHBVN: -

Description Total

Nos

Under IPDS (PFC/MoP,

GoI Funding)

Balance Non-R-APDRP

Area (Own Funding)

Circle offices 0 0 0

Divn Offices 8 7 1

Sub Divn Offices 77 24 53

Consumers 2073752 149056 1924696


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

For UHBVN:

Description

Total

Nos

Under IPDS (PFC/MoP,

GoI Funding)

Balance Non-R-APDRP

Area (Own Funding)

Circle offices 0 0 0

Divn Offices 8 7 1

Sub Divn Offices 67 17 50

Consumers 2018694 1,28,712 18,89,982

3 Accordingly, the Project have been awarded to the Following firms for its

implémentation in IPDS & Balance Non-R-APDRP Areas : -

i. Establishment of IT infrastructure (Along with 5 years warranty & support) in the towns (such as router, switches, PC, printer etc.) and DC/DR upgradation (With On premise Oracle ExaCM) was awarded to M/s Hitachi System Micro clinic Pvt.Ltd. Note: Under the FMS requirements articulated in the instant bid, the bidders are not supposed to include the efforts for any FMS w.r.t IT Infra to be built & managed by Hitachi.

ii. GPS based field survey & asset mapping activities for EHT/HTElectrical Network in the IPDS towns & remaining Non R-APDRP areas of DHBVN & UHBVN, digitization of the surveyed data, building up of the GIS database, publication of the EHT/HT Electrical Network details on the existing GIS platform, upgradation of the existing GIS application and its successful rollout (Enterprise wide) along with duly mapped assets and consumers tagged on DT/Fs was awarded to M/s RAMTech. Post rollout of the upgraded version of the GIS Application, 5 years GIS Application support is also in the scope of M/s RAMTech. Note: Under the FMS requirements articulated in the instant bid, the bidders are not supposed to include the efforts for any FMS w.r.t GIS Application to be developed & managed by RAMTech.

iii. Building up of Commercial Database (On Oracle ExaCM Platform) for the consumers in IPDS Towns and remaining Non-R-APDRP/R-APDRP areas of DHBVN and UHBVN & rollout of the commercial business operations (Using existing Oracle suite CC&B) in the designated field offices was awarded to M/s Hitachi System Micro clinic Pvt. Ltd.


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

Note: Under the FMS requirements articulated in the instant bid, the bidders are required to include the efforts for Management of Database, Datasets, Data integrity for present and proposed applications.

iv. Establishment of MDAS solution and integration with existing MDAS was awarded to M/s BCITS along with 5 years support services.

Note: Under the FMS requirements articulated in the instant bid, the bidders are not supposed to include the efforts for any FMS w.r.t MDAS Application developed & being managed by BCITS.

All the above projects are in the advance stage of its implementation in the designated areas of DH & UH.

3.1 (DEFINITIONS)

3.1.1 “Purchaser” means Dakshin Haryana Bijli Vitran Nigam Ltd. (DHBVN), its Head Quarter at Hisar or any other project/branch offices within India.

3.1.2 “Bidder” means the individual or firm or corporate body who participates in the

tender and submits its bid.

3.1.3 ‘‘Goods/Products” means all the hardware equipment’s, instruments, tools,

machinery etc., and/or other materials like components/parts/spares including

consumables which the supplier is required to supply to the Purchaser under the

Purchase Order.

3.1.4 “Letter of Intent (LOI)” means the communication of the intention of the

Purchaser to the Bidder to place the Purchaser Order for the former’s offered

goods/services.

3.1.5 “Purchase/Work Order (PO)” means the order placed by the Purchaser

on the Supplier duly signed by the Purchaser’s authorized representative to purchase

certain goods & services from the vendor/contractor.

3.1.6 “Contract Price” means considerations payable to the supplier/contractor as

stipulated in the Purchase or Work Order for performance of specified contractual

obligations.

4. ELIGIBILITY CRITERIA:- i. General Eligibility Criteria for bidders shall be as under:

S. No.

Eligibility criteria Supporting documents required


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

1

The bidding is open for the IT Companies registered in India under companies Act 1956 or Companies Act 2013 and are fulfilling eligibility criteria.

a) Self-Attested copies of Memorandum and articles of association of Company in case of company, or attested copy of certificate of registration of firms and societies in case of Firms.

b) Self-Attested copy of partnership deed of the form if firm is a partnership firm

c) List of its present directors / owners/ Executivecouncil members / trustees/board members of the bidder/Agency (as applicable) on official letter head of the Agency duly signed by the authorized signatory of the bidder/Agency.

d) Affidavit of authorized signatory on its official letter head duly signed by its board of Directors.

2. The bidder must be registered with Tax Department.

Self-Attested copy of the GST number issued by Government of India.

3. The bidder must be registered with EPF organization.

Self-Attested copy of the certification/registration

with code number issued by Employee Provident Fund

organization under EPF Act, 1952.

4. No deviations from terms and conditions of Bid document.

Proforma for ‘no deviations’ document duly filled and signed by the bidder is to be provided to the Employer.

5.

Undertaking for mandatory compliance of all statutory liabilities and other terms and conditions as specified in the document.

Affidavit to be furnished on non-judicial stamp paper, of appropriate value, duly notarized.

ii. Minimum Financial & Technical Eligibility criteria for bidders shall be under:

S. No.

Eligibility criteria Supporting documents required

i.

The Average Annual Turnover of the Bidder should

be at least Rs. 30,00,00,000/- (Rs. Thirty Crores)

during the last 3 financial year ending 31-03-2020.

Submit CA Audited Accounts and

Annual Reports needs to be

submitted by the bidder.


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

ii.

The bidder should have successfully executed one

project in power sector involving customization and

configuration of software application for business

operations OR have successfully executed FMS OR

in the process of executing at least one FMS

project/manage services for the IT systems based on

COTS product covering at least 4 of the following

modules: New connection, GIS, MIS, Web Self

Service, Asset Management, Maintenance

Management, Billing, Metering, Payment Collection

module, Energy Auditing, Accounting, Customer

Care, MDM, MDAS, ERP Network, Hardware

elements during the last five financial years.

The bidders/IT firms, having bilateral back to back

support agreements with the System Integrators

(Who have the experience of successfully executing

R-APDRP IT projects in utility in India) or OEMs of

COTS product (Oracle CC&B), can meet the above

criteria based on the commitment from such partner

SI’s/OEM’s. However, such commitment between the

bidder and partner SI/OEM (Not more than one)

should be duly notarized for the purpose of bidding

under the tender.

(Proof: Necessary Purchase order/LOI/Contract/Certification on client letterhead/Performance certificate as proof of services provided for the last five financial

years needs to be submitted by the bidder

Iii Net worth of the bidder should be positive and not less than paid-up equity, in each of the last three audited financial years ending 31-03-2020.

Annual Accounts for last three

financial years duly certified by CA

needs to be submitted by the

bidder

Iv

The bidder/SI should be ISO 9001:2008 or latest (For quality Management) & ISO 27001 (For Information Security Management) certificate(s).

Proof: Copy of valid certification

from authorized certification body

needs to be submitted by the

bidder

V

The bidder/SI should have at least 20 personnel on its rolls with a minimum experience of 5 years. The areas of expertise of the personnel should include understanding of the utility business operations, suitability of the COTS solutions for the utility business and customization & configuration of various functionalities as per the need of the utility, system analysis & resolution of bugs and integration of IT applications or software or hardware or network & data migration.

The bidder shall furnish certificate duly signed by the HR Head of the organization and by the authorized signatory of the bidder.


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

VI

Information on NJSP regarding any litigation,

current or during the last two years, in which the Bidder is involved, the parties concerned and

disputed amount.

The bidder shall furnish certificate duly on NJSP signed by the authorized signatory of the bidder and duly notarized.

VII

The declaration on NJSP by the firm that it is not

blacklisted by any State Govt. or Agency and shall

be liable for the consequences of wrong declaration. The bidder should submit along with the Bid no

blacklisting certificate for the past three years.

The bidder shall furnish certificate on NJSP duly signed by the authorized signatory of the bidder and duly notarized.

VIII

Bidder should be an authorized partner of Oracle Utilities Global Business Unit and other similar other

application modules covered under the FMS.

Authorization letter MAF from the Oracle Utilities Global Business Unit (UGBU) stating that Bidder is authorized to implement and support Oracle CC&B is to be attached. MAF should have been taken specific to this RFP.

4.1 Any wrong declaration/wrong submission /tempering of documents/violation, if

detected /found at any point of time shall be the sole responsibility of the Bidder.

The Bidder shall be liable for any penalty/damages for any loss to the Nigam as a

result of such wrong declaration / bogus documents/tempered documents

including blacklisting/debarring for three years or any other punishment as

decided by the Nigam.

4.2 Notwithstanding anything stated above, DHBVN reserves the right to assess the

bidder’s ability and capacity to perform the work, should the circumstances

warrant such assessment in the overall interest of the owner.

5. Bid Summary:-

i. Both the Discoms of Haryana have a common integrated IT solution in the entire

state.

ii. Dakshin Haryana BijliVitran Nigam (DHBVN) invites the bids on behalf of both

DISCOMs viz. Dakshin Haryana BijliVitran Nigam (DHBVN) and Uttar Haryana

BijliVitran Nigam (UHBVN). All the co-ordination and correspondence will be done

by the DHBVN with the bidders till the final selection of the SI Agency. After

completion of the bid evaluation, the respective DISCOMs would issue the Work

Order and enter into agreement with the selected SI.

iii. Financial evaluation of the bid shall be done after aggregating total price quoted for

both the DISCOMs. This aggregate price will be considered as final quote from the

bidder.


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

iv. Due to organizational restructuring the profile may change during the contract.

However, this will not tantamount towards any change in the value of the

assignment and delivery of FMS service shall remain sacrosanct.

v. Power to Withhold: Notwithstanding anything contained in the payment schedule

mentioned below, if in the opinion of DHBVN/UHBVN, any work done or supply

made or service rendered by the successful bidder is deficient in any manner in

comparison to the prescribed standards, DHBVN/UHBVN shall be at liberty to

withhold a reasonable portion of the payments due to the successful bidder, till

such work/ supply/ service is made conforming to the prescribed standards. These

powers to withhold payments shall be without prejudice to any other power/ right of

DHBVN/UHBVN under this contract.

6. Cost of Bidding The Bidder shall bear all the cost and expenses associated with preparation and

submission of its Bid including post Bid discussions, technical and other presentation etc. and DHBVN will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the Bidding process.

7. Contents of Bid Documents

The Bidding Documents are those as stated below and should be read in conjunction with any Addenda. The Bidding Documents include:

Section 1 Invitation for Bid

Section 2 Scope of Work

Section 3 Instructions to Bidders Section 4 General (Commercial) Conditions of the Contract

Section 5 Special Conditions of the Contract Section 6 Schedule of Requirement and Price Bid Schedule

Section 7. Format of Performance Bank Guarantee (PBG)

Section 8 Bid Submission Form 8. Clarifications on Bid documents

8.1 If the prospective Bidder finds discrepancies or omission in the specifications and document or is in doubt as to the true meaning of any part, he shall at once make a request, in writing, for any interpretation/clarifications to the DHBVN. The DHBVN then will issue interpretations and clarifications as he may think fit in writing. After receipt of such interpretations and clarifications, the Bidder may submit his Bid but within the time and date as specified in the invitation to Bid. All such interpretations and clarifications shall form a part of the Bidding document and shall accompany the Bidder’s proposal. A prospective Bidder requiring any clarification on Bidding Document may notify the DHBVN in writing.

8.2 Verbal clarifications and information given by the DHBVN or his employee(s) shall not in any way be binding on the DHBVN.


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

9. Amendment of bidding document 9.1 At any time prior to the deadline for submission of Bids, the DHBVN may, for any

reason, whether at its own initiative or in response to a clarification required by a prospective Bidder, modify the Bidding Documents by amendment(s).

9.2 The amendment will be notified in writing or by telex or cable to all prospective Bidders, which have received the Bidding Document at the address contained in the letter of request for issue of Bidding Document from the Bidders.

9.3 The amendment will be notified through Corrigendum uploaded in the websites of DHBVN and https://dhbvnl.haryanaeprocurement.gov.in. DHBVN will bear no responsibility or liability arising out of non-receipt of the same in time or otherwise.

9.4 In order to afford prospective Bidder reasonable time in which to take the amendment into account in preparing their Bids, the DHBVN may, at its discretion, extend the deadline for the submission of Bids.

9.5 Such amendments, clarifications etc. shall be binding on Bidders and will be given due consideration by the Bidder while they submit their Bids and invariably enclose such documents as a part of the Bid.

10. Language of Bid The Bid prepared by the Bidder and all correspondence and documents relating to

the Bid, exchanged by the Bidder and the DHBVN, shall be written in the English language.

11. Local Conditions

11.1 It will be imperative on each Bidder to fully inform himself of all local conditions and factors, which may have any effect on the execution of the Contract covered under these documents and specifications. The DHBVN shall not entertain any request for clarifications from the Bidders, regarding such local conditions.

11.2 It must be understood and agreed that such factors have properly been investigated and considered while submitting the proposals. No claim for financial adjustment to the Contract awarded under these specifications and documents will be entertained by the DHBVN. Neither any change in the time schedule of the Contract nor any financial adjustments arising thereof shall be permitted by the DHBVN, which are based on the lack of such clear information or its effect on the cost of the Works, to the Bidder.

12. Documents Comprising the Bid 12.1 The Bidder shall complete the Bid Form inclusive of Price Schedules; Technical

Data Requirements etc. furnished in the Bidding Documents, indicating, for the goods to be supplied and services to be rendered, a brief description of goods and services, quantity and prices.

12.2 The Bidder shall also submit documentary evidence to establish that the Bidder meets the Qualification Requirements as detailed in Clause-4.0 above.

12.3 The Bidder must enclose Income Tax clearance certificate along with the tender. 12.4 The Bid Security shall be furnished in a separate cover in accordance with

clause-16.0

https://dhbvnl.haryanaeprocurement.gov.in/


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

13. Bid Price 13.1 All quoted prices by the Bidder shall be exclusive of taxes and shall remain

‘FIRM’ during the performance of the Contract. Statutory levies (such as GST, any other Tax, duties, levies etc. as applicable), shall paid on actuals.

13.2The prices shall be quoted in Indian Rupees.

13.3 No mobilization advance shall be paid to the successful Bidder, as such the

same will not be considered in the Bid.

14. Bid Validity

14.1 Bids shall remain valid for 180 days from the date of opening of Part-II (Price)

Bids.

14.2 In exceptional circumstances, prior to expiry of the original Bid validity period,

the Employer may request the H-1 Bidder to extend the period of validity for a

specified additional period. The request and the responses thereto shall be

made in writing or by e-mail / fax. The bidder may refuse the request without

forfeiting its bid security. The Bidder agreeing to the request will not be required or

permitted to modify his Bid but will be required to extend the validity of his Bid for

the period of the extension. Further, in case of refusal or no response by H-1

bidder till the expiry of bid validity period, the tender shall be dropped. In any case,

the EMD of bidder other than H-1 shall invariably be refunded, preferably, within

14 days after expiry of bid validity.

15. Taxes and Duties

a) All GSTs, any other tax, duties and levies, as applicable, payable by the Bidders in respect of the transaction between the bidders and their vendors/sub-suppliers while procuring any components, sub-assemblies, raw-materials and equipment shall be included in the Bid price and no claim on this behalf will be entertained by the DHBVN/UHBVN. All GSTs, any other tax, duties and levies as applicable will be included in quoted price as per present applicable GSTs, any other tax, duties and levies rule. No GSTs, any other tax, duties and levies in any case, shall be payable to the supplier/Bidder, if became applicable in respect of bought out items directly dispatched from works of sub-suppliers as well as on erection works etc.

The successful bidder after completion of supply will give a certificate that GSTs, any other tax, duties and levies charged from DHBVN/UHBVN has been paid to the concerned authorities including his self-manufactured items.

b) In addition to above, all the bidders are also required to include/ make the provision for Worker’s Welfare Cess (Payable on erection part & civil works only) under the provisions of the Building and other Construction Worker’s Welfare Cess Act 1996, in the Bid price or any kind of taxes and duties as mandatory as per statutory Law or instruction of Government. As regard the Income Tax,


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

surcharge on Income Tax, Workers Welfare Cess and other taxes including tax deduction at source, the Bidder shall be responsible for such payment to the concerned authorities within prescribed period.

c) The Income Tax, surcharge on Income Tax and cesses shall be deducted at source, from the payments made to the Bidder by the O/o respective DDOs DHBVN/UHBVN.

d) Deduction of Works GST at source as per provisions of GST Act, if any, shall be made from the Bills of the Contractor.

e) If any rates of tax are increased or decreased, a new Tax is introduced, an

existing Tax is abolished, or any change in interpretation or application of any

Tax occurs in the course of the performance of the Contract, which was or will be

assessed on the contractor in connection with performance of the contract, an

equitable adjustment of the contract price shall be made to fully take into account

any such change by addition to the contract price or deduction there from, as the

case may be, in accordance with GC clause 36 (Changes in Laws and

Regulations) hereof.

16. Earnest Money Deposit

16.1 The bidder shall furnish EMD as specified in the NIT.

16.2 The EMD shall be deposited online in cash by the firm through Debit Card or

RTGS/ NEFT or Net banking. It is expected of the prospective bidder to

deposit EMD online by at least one day before deadline of submission of bids

due to web portal provisioning. Any non-acceptance of EMD by web-based

system on last day of submission of bids due to web-portal constraints shall be

the bidder’s responsibility.

16.3 .Any bid not secured in accordance with para 16.1 and 16.2 above will be

rejected by DHBVN as non-responsive.

16.4 EMD of Unsuccessful Bidders will be refunded automatically by NIC/R-portal

after the award of the contract.

16.5 EMD furnished by the Successful bidders will be refunded within 7 days from

the receipt of confirmation of Performance Guarantee as per contract by the

Accounts wing/DDO on intimation to the FA/MM, DHBVN, Hisar for making

necessary entry in the EMD register.

16.6 The EMD may be forfeited:-

a) If the bidder withdraws / modifies its bid during the period of bid validity

specified by the bidder in the tender; or

b) If the bidder does not accept the corrections to arithmetical errors identified

during preliminary evaluation of his bid; or


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

c) If as per the qualifying requirements the bidder has to submit a Deed of Joint

Under taking and he fails to submit the same, duly attested by Notary Public

of the place(s) of the respective executants (s) or registered with the Indian

Embassy/High commission in that country, within ten days from the date of

intimation of bid discussion; or

d) In case of a successful bidder, if the Bidder fails to sign the contract.

or

e) In case of a successful bidder, if the Bidder fails to furnish the performance

guarantee.

16.7 No interest shall be payable by DHBVN on the above EMD.

17. Format of Bid 17.1 BID must be submitted in a sealed envelope in two parts and each part in

separate sealed envelope complete in all respects, which will be received up to

13.00 Hrs. on the due date at the following address:-

Chief Technology Officer, DHBVN, Vidyut Sadan, Hisar-125005.

Email ID:- [email protected] , [email protected] Part I – It will comprise of terms and conditions of the NIT, technical

specifications, qualifying criteria documents (Technical & Financial) and all other relevant information except the price schedule.

Part II – Price schedule Each part and envelope containing bid security should be sealed in separate /

individual covers clearly marked on the outside to identify each envelope, without opening the covers. All the sealed envelopes should be properly tagged and placed in one common sealed cover bearing on the top “NIT No. ______________ due on __________, Name of the work, Name of bidder with address, Validity Period ___________ and particulars of bid security” against each work for establishment of Sub-stations and lines on turn-key basis.

First the BID SECURITY ENVELOPE will be opened and in case bid security is

not found for the required amount or not in acceptable mode, the offer envelope will be not opened and same shall be returnable to the bidder on next working day of due date of opening.

Part - I of tender will be opened on the same day at 15.00 hrs in the office of

Chief Technology Officer DHBVN, Hisar for those bidders who meet / fulfill the requirement of bid security deposit.




_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

Part - II of tender will be opened on a prefixed date which will be intimated to all

those bidders who qualifies the Technical, commercial & financial qualifications criteria.

NITs which are opened before the due date by mistake, in case no indication

having been given in the outside of the envelope or container to indicate that it is NIT, will be disqualified.

17.2 The original and copy of the NIT shall be typed or written in indelible ink and

shall be signed by the Bidder or a person or persons duly authorized to bind the

Bidder to the Contract. The letter of authorization shall be indicated by the

written power of attorney accompanying the NIT. All pages of the NIT, except

for un-amended printed literature, shall be initialed by the person or persons

signing the NIT.

17.3 The NIT shall contain no interpolation, erasure or overwriting except as

necessary to correct errors made by the Bidder, in that case, each such

correction shall be initialed by the person or persons signing the NIT.

17.4 NITs shall be fully in accordance with the requirements of these documents and

the specifications attached herewith etc. Appropriate forms furnished with the

bidding documents shall be used in quoting NIT prices.

17.5 Conditional NITs shall not be accepted. Consistent with the intent of bidding

documents, bidders may offer alternatives to their base NIT. Such alternatives

will be given careful consideration provided that:

a) They are described in the applicable bidding schedule and enough

supplementary information is furnished in the form of specifications,

drawings and literature, to permit a complete evaluation of the NIT.

b) The reasons for the desired alternatives and their relative advantages shall be

clearly stated. DHBVN reserves the right to accept or reject such alternatives.

17.6 Time being the essence of the contract, the Bidders should indicate in the NIT

the time of completion of work in the attached form. The desired completion

period of DHBVN as indicated in the specifications attached, should be strictly

adhered to. The quality of work shall also form an essence of the contract.

18. Signature of Bid

18.1 The Bid must contain the name, residence and place of business of the person

or persons making the Bid and must be signed and sealed by the Bidder

with his usual signature. The names of all persons signing the Bid should

also be typed or printed below the signature.

18.2 Bid by a partnership must be furnished with full names of the all partners

and be signed with the partnership name, followed by the signature(s) and


_________________________________________________________________ TER- 42 /R-APDRP/FMS/2020 of 103

designation(s) of the authorized partner(s) or other authorized representative(s).

Copy of the Partnership deed will be supplied along with the Bid.

18.3 Bid by Corporation/Company must be signed with the legal name of the

Corporation/Company by the President, Managing Director or by the

Secretary/other person/or persons authorized to Bid on behalf of such

Corporation/Company in the matter.

18.4 A Bid by a person who affixes to his signature the word ‘President’ ‘Managing

Director’, ‘Secretary’, ‘Agent’ or other designation without disclosing his Principal

will be rejected.

18.5 Satisfactory evidence of authority of the person signing on behalf of the Bidder

shall be furnished with the Bid.

18.6 The Bidder’s name stated on the proposal shall be the exact legal name of the

firm.

18.7 Bids not conforming to the above requirements of signing may be disqualified.

19. Deadline for submission of Bid.

19.1 Bids must be received by the DHBVN at the address specified under Clause,

not later than the time and date mentioned in the invitation to Bid.

19.2 The DHBVN may, at its discretion, extend this deadline for the submission of

Bids by amending the Bidding document, in which case all rights and obligation

of the DHBVN and Bidder previously subject to the deadline will thereafter be

subject to the deadline as extended.

20. Late Bids

Any Bid received by the DHBVN after the time and date fixed or extended for submission of Bids prescribed by the DHBVN, will be rejected and /or returned unopened to the Bidder.

21. Modification and withdrawal of Bids 21.1 The Bidder may modify or withdraw its Bid after the Bid’s submission

provided that written notice of the modification or withdrawal is received by the DHBVN prior to the deadline prescribed for submission of Bids.

21.2 The Bidder’s modification or withdrawal notice shall be prepared, sealed, marked and dispatched in accordance with the procedure given in Clause 18.0.

21.3 No Bid may be modified subsequent to the deadline for submission of Bids. 21.4 No Bid may be withdrawn in the interval between the deadline for

submission of Bids and the expiration of the period of Bid validity specified by the Bidder on the Bid form. Withdrawal / modification of a Bid


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during this interval may result in the forfeiture of Bidder’s bid security. 21.5 The tenderer, after submitting its tenders, it is permitted to submit

alterations/ modifications to its tender so long such alterations / modifications are received duly sealed and marked like original tender up to the date and time of receipt of tender. Any amendment / modification received after the prescribed date & time of receipt of tender are not to be considered and any withdrawal of offer shall not be permitted.

21.6 The bidder shall quote price bid as per schedule-l(section – VI) of this volume. No letter of discount whatsoever shall be entertained at any stage. If the bidder intends to exercise the option to revise/modify his price bid, the revised/modified price bid complete in all respect is to be submitted in pursuant to clause 21.5.

22. Opening of Bids by DHBVN

22.1 The DHBVN will open Bids in the presence of Bidder’s representatives (up

to 2 persons) who choose to attend, on the date and time for opening

of Bids in the invitation to Bids or in case any extension has been given

thereto, on the extended Bid opening date & time notified to all the

Bidders who have purchased the Bidding Documents.

The Bidder’s representatives who are present shall sign a register

evidencing their attendance.

22.2 ‘The Bidders’ names, bid prices, modifications, bid withdrawals and the

presence or absence of the requisite Bid security and such other details as

the DHBVN, at its discretion, may consider appropriate will be announced

at the opening.

22.3 No electronic recording devices will be permitted during Bid opening.

23. Clarification of Bids.

To assist in the examination, evaluation and comparison of Bids, the DHBVN may at its discretion, ask the Bidder for a clarification of its Bid. The request for clarification and the response shall be in writing and no change in the price or substance of the Bid shall be sought, offered or permitted.

24. EVALUATION OF TENDERS

24.1 The Purchaser shall evaluate the bids in respect to the substantive

responsiveness of the bid or otherwise. The Purchaser shall carry out detailed evaluation of the substantially responsive bids. The Purchaser shall check the bid

to determine whether they are complete, whether any computational errors have

been made or required sureties have been furnished. 24.2 Arithmetical error shall be rectified on the following basis :-


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a) If there is a discrepancy between the unit price and total price that is obtained multiplying the unit price and quantity, the unit price shall prevail, and

the total price shall be corrected by the Purchaser.

b) In case of discrepancy between words and figures, the amount in words

shall prevail. 24.3 A bid determined as substantially non-responsive shall be rejected by the

Purchaser.

24.4 The Purchaser may waive any minor infirmity or non-conformity or

irregularity in the bid which does not constitute a material deviation. 24.5 The Purchaser shall evaluate in detail and compare the bids which are

substantially responsive.

24.6 The evaluation of the ranking shall be carried out on the landed price of goods offered inclusive of all taxes.

24.7 The distribution of tendered quantity amongst the technically and commercially complied bidders shall be based on merits of each case.

24.8 DHBVN shall have the sole discretion in deciding the number of parties on whom the orders shall be finally placed.

25. Definitions and Meanings:

For the purpose of evaluation and comparison of Bids, the following meanings and definitions will apply: - ‘Bid Price’ shall mean the base price quoted by each Bidder in his proposal for the complete scope of Works including GST, any other Tax, duties, levies etc. as applicable.

26. Contacting the DHBVN

Bids shall be deemed to be under consideration immediately after they are opened and until such time official intimation of award / rejection is made by the DHBVN to the Bidders. While the Bids are under consideration, Bidder and/or his representatives or the interested parties are advised to refrain from contacting by any means, the DHBVN and/or his employees/representative on matter related to the Bids under consideration. The DHBVN, if necessary, will obtain clarifications on the Bids by requesting for such information from any or all the Bidders, in writing. Bidders will not be permitted to change the substance of the Bids after the Bids have been opened. Any effort by a Bidder to influence the purchaser in any way may result in rejection of the Bidder’s Bid.

27. Award Criteria

A bidder is required to quote for both the technical and price bids separately.

Partial Bid is liable to be rejected. In order to work out the total life cycle cost of

the services, the yearly price quoted by the bidder shall be discounted @

12.07%, so as to work out the NPV of the quoted yearly services value. Award

shall be QCBS based and project shall be awarded to the responsive bidder with


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highest Total Score to be worked out as under: -

27.1The Technical Proposal will be evaluated based on the following: -

1. The firm's relevant experience. 2. Size and age of the firm 3. Qualification and Competence of key personnel. 4. CMMI level.

The financial proposal of the firms whose offer have been declared technically responsive shall be opened. For comparison of the combined technical and price score of all firms following formula will be used:

Total Score = (Technical score x 0.70) + (LP /FP x 100 x 0.30) Where LP is the lowest price (Without taxes) offer and FP is the price (Without taxes) offer of the firm being evaluated

27.2 Detailed Technical Evaluation Methodology: Technical Evaluation would be

conducted on for parameters as shown in the table below:

EVALUATION

PARAMETERS

PARAMETER DETAILS WEIGHT TOTAL

Project Experience

The bidder should have successfully

executed one project in power sector

involving customization and configuration of

software application for business

operations OR have successfully executed

FMS OR in the process of executing at

least one FMS project/manage services

for the IT systems based on COTS product

covering at least 4 of the following modules:

New connection, GIS, MIS, Web Self

Service, Asset Management, Maintenance

Management, Billing, Metering, Payment

Collection module, Energy Auditing,

Accounting, Customer Care, MDM, MDAS,

ERP Network, Hardware elements during

the last five financial years.

The bidders/IT firms, having bilateral back

to back support agreements with the

System Integrators (Who have the

experience of successfully executing R-

APDRP IT projects in utility in India) or

OEMs of COTS product (Oracle CC&B),

can meet the above criteria based on the

commitment from such partner SI’s/OEM’s.

However, such commitment between the

15 for one project and 5 for Each additional project (Maximum Limit to 30 points)

30.00


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bidder and partner SI/OEM (Not more than

one) should be duly notarized for the

purpose of bidding under the tender.

Firm Details w.r.t turnover

Firm qualifying with Average turnover criteria.

For every additional turnover of ten crores, there will be 2.5 additional marks maximum up to five marks.

10.00 15.00

15.00

CV

Relevant CVs (Mandatory) The bidder/SI should have at least 20 personnel on its rolls with a minimum experience of 5 years. The areas of expertise of the personnel should include understanding of the utility business operations, suitability of the COTS solutions for the utility business and customization & configuration of various functionalities as per the need of the utility, system analysis & resolution of bugs and integration of IT applications or software or hardware or network & data migration.

a) 0.5 each for 20 mandatory CVs with five years’ experience.

b)1.00 for each additional CV with seven years’ experience above the 20 mandatory CVs up to 5 CVs

15.00

CMMI CMMI level 3 a) 5 for CMMI

level

b) 2.5 additional marks each for higher CMMI Level certifications

10.00

GRAND TOTAL

70.00

16.1 After opening of the price bid, the following procedures shall be followed by

Nigam: -

QCBS evaluation for the award of project shall be generally determined the H-

1 bidder as per above procedure and the negotiations, if any, held with the H-1

bidder. However, the award of works negotiations could be held up to H-3

bidder, if the difference between the H-1 overall score and those of H2 and H3

is within 5% of the H1 evaluated score. In cases where the H1 bidder refuses

to further reduce his offered price and the H2 or H3 bidder comes forward to

offer a price which is better than the price offered by the H1 bidder, the bidder


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whose price is accepted and further becomes H1 bidder as per QCBS.

However, in such a situation, the original H1 bidder shall be given one more

opportunity to match the discovered price. In case of acceptance, he would be

treated as the H1 bidder based on the QCBS evaluation.

Tenders shall be decided as per the prevailing instructions of Government of

Haryana/Nigam.

27.2 Further, the DHBVN reserves the right to award separate Contracts to two or

more parties in line with the terms and conditions specified in the tender Documents.

28. Owner’s right to accept any Bid and to reject any or all Bids

i). The DHBVN reserves the right to accept or reject any or all Bids, and to annul the

Bidding process and reject all Bids 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 on the grounds for the DHBVN’s action.

ii). Pooling by the bidders is strictly prohibited. If it is found at any stage that pooling

has been done by the various bidders, then their bids / tender may be cancelled

and action against the defaulting bidders will be taken such as blacklisting

/debarring them from Nigam tenders for two years.

29. Notification of Award 29.1 Prior to the expiration of the period of Bid validity and extended validity

period, if any, the DHBVN (on behalf of both DH & UH) will notify the

successful Bidder in writing by registered letter or by e-mail or fax, to be

confirmed in writing by registered letter, that its Bid has been accepted.

29.2 The notification of award will constitute the formation of the Contract.

29.3 Upon the successful Bidder’s furnishing of performance guarantee

pursuant to Clause-29, the Owner will promptly notify each unsuccessful

Bidder and will discharge his Bid security, pursuant to Clause – 13.

29.4 The firms failing to honor LOIs shall be Blacklisted / Debarred from doing

business with Nigam besides the other action as per terms & conditions of

the contract. The period of blacklisting of the defaulting supplier / contractor

will be up to 3 years. The blacklisting of the contractor / supplier should be

notified to all Power Utilities in the country and the names of such

blacklisted supplier / contractor would also be put on the website of the

Nigam.

30. Signing of Contract 30.1 At the same time as the DHBVN notifies the successful Bidder that its Bid

has been accepted, the DHBVN will send the Bidder the Contract Form

incorporating all agreements between the parties.


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30.2 Within fifteen (15) days of the Notification of the Award the successful

Bidder shall sign and date the Contract and return it to the DHBVN &

UHBVN separately. In case the successful bidder fails to submit the

Contract Agreements duly signed within 15 days from the date of issue of

detailed contract, the payment will not be released till the bidder submits

the Contract agreements and penalty @ 0.25% per week or a part thereof

shall be deducted from their bill subject to maximum 1% of Contract value.

30.3 The final contract agreements shall be signed within 15 days from the date,

the firm submits the final Contract Agreements in all respect.

31. Contract Performance Guarantee

31.1 Within 15 days of receipt of LOA/LOI, the successful Bidder, to whom the Work is awarded, shall be required to furnish a performance Bank Guarantee from a Scheduled/ Nationalized Bank, in the form attached in Section-VII in favor of the DHBVN & UHBVN separately. The guarantee amount shall be

equal to ten percent (10%) of contract value & valid up to 90 days after the expiry of contract period.

Further Penalty @ 0.35% per week or part thereof subject to maximum 2%of the value of BG if bank guarantee not submitted within 15 days from the date of issue of LOA/LOI. Accordingly, both utilities DH & UH shall place the detailed work order separately.

31.2 If the bank guarantee not submitted within 28 days from the date of issue of LOA/LOI, the employer/ Nigam reserves the right to cancel the LOA and initiate the action for allotment to L-2 firm at L-1 rate or below. However, before the expiry of above mentioned 28 days the contractor may seek approval for grant of additional one month (maximum) on payment of the entire penalty amount for 28 days as mentioned above. The grant of one month will not entitle the firm to claim the extension of the scheduled completion time.

Note: - BG would be issued by any scheduled bank in India.

31.3 The Performance Guarantee shall cover additionally the following guarantees to the Owner: a) The Successful Bidder guarantees the successful and satisfactory

operation of the material/equipment furnished and erected under the Contract, as per the specifications and documents.

b) The successful Bidder guarantees that the material and equipment provided and installed by him shall be free from all defects in design, material and Workmanship and shall upon written notice from the Owner fully remedy free of expenses to the Owner such defects as developed under the normal use of the said material and equipment within the period of guarantee specified in the relevant Clause of the Conditions of Contract.


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31.4 The Contract Performance Guarantee is intended to secure the execution/ performance of the entire Contract.

31.5 The Performance guarantee will be returned to the Contractor without any interest at the end of the Warranty period with the approval of CTO/UHBVN, DHBVN.

32. Quantity Variation

The employer reserves the right to increase or decrease the contract value & Services specified without any change in unit price or other terms & condition during the execution of contract depending upon the final route plan/actual execution required. The quantity of individual items may, therefore, vary as per final route plan and route profile of the line. The payment shall be made on actual basis for the material supplied and services rendered. The Purchaser reserves the right to increase/decrease the quantity / value of works by 25% before the signing of contract and/or during the currency of the contract at the same rate terms and conditions. The quantity variation allowed shall be within + 25% of contract value/works as a whole and not for each individual item. Also, the employer reserves the right to increase or decrease the contract value for other similar works located at other places within ± 25% of the contract value/works.

32. GOVERNING LAWS

32.1 The Contract shall be governed by and interpreted in accordance with the laws of

the India. The High Court of Judicature at Chandigarh and Courts subordinate to

such High Courts shall have exclusive jurisdiction in respect of any disputes

relating to the tendering process, award of Contract and execution of the Contract.

32.2 In all cases, this contract shall be governed by and interpreted in accordance

with the Law of the Union of India. In this context, the expression ‘Law’ takes

within its fold Statutory law, Judicial Decisional Law and Delegated Legislation as

well.

33. SETTLEMENT OF DISPUTES

33.1 The Purchaser and the Supplier shall make every effort to resolve amicably by

direct informal negotiation any disagreement or dispute arising between them

under or in connection with the Contract.

33.2 If the parties fail to resolve such a dispute or difference by mutual consultation

within twenty-eight (28) days from the commencement of such consultation,

either party may require that the dispute be referred for resolution to the formal

mechanisms

34. LIMITATION OF LIABILITY


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The entire and collective liability of Agency for all claims connected with the Services or this Agreement (including but not limited to negligence), whether in contract, tort, statute or otherwise, is limited to the professional fees payable for the Services. Agency shall not be liable for any indirect or consequential losses of any nature whatsoever or for loss of corruption of data from DHBVN’s/UHBVN’s systems or for loss profits, goodwill, business opportunity, anticipated savings or benefits. The liability cap will not apply to the indemnity obligations of the IT Consultant arising out.

35. INDEMNITY:-The IT consultant hereby agrees to indemnify the client, for all

conditions and situations mentioned in this clause, in a form and manner

acceptable to the client. The IT consultant agrees to indemnify the Client and its

officers, servants, agents (“Client Indemnified Persons”) from and against any

costs, loss, damages, expense, claims including those from third parties or

liabilities, of any kind howsoever suffered, arising or incurred inter alia during and

after the Contract period out of:

(a) any gross negligence or intentional wrongful act or material omission by the

IT consultant or its agents or employees or any third party associated with IT

consultant in connection with or incidental to this Contract; or

(b) any infringement of patent, trademark/copyright or industrial design rights

arising from the use of the supplied Goods and Related Services or any part

thereof.

36. INTELLECTUAL PROPERTY RIGHTS

Subject to payment of professional fees as provided in Clause 4.2 of SCC of Section-IV, all intellectual property rights in the reports and other artefacts submitted by the Agency to DHBVN/UHBVN shall belong to and remain the property of DHBVN/UHBVN. The Agency may retain a copy of such reports and artefacts. Notwithstanding the foregoing, (a) Agency shall continue to retain ownership over the pre-existing intellectual property rights of the Agency to the extent the same is incorporated into the Deliverables (b)Agency shall continue to retain ownership over its draft deliverables/internal working papers. (c) subject to Agency’s confidentiality obligations under this Agreement, Agency shall have the right to use the general skills, knowledge, know-how etc. created during this engagement for its subsequent engagements and (d) any third-party licenses, necessary for the performance of the Services, would need to be procured by DHBVN/UHBVN. Agency shall provide DHBVN/UHBVN with a non-exclusive and non-transferrable license to use such pre-existing intellectual property rights (to the extent incorporated in the reports and other artefacts) for DHBVN/UHBVN’ internal use only.


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37. Confidentiality:- Except as otherwise permitted by this Agreement, neither of the parties may disclose to third parties the contents of this Agreement or any information provided by or on behalf of the other that ought reasonably to be treated as confidential and/or proprietary. Parties may, however, disclose such confidential information to the extent that it: (a) is or becomes public other than through a breach of this Agreement, (b) is subsequently received by the receiving party from a third party who, to the receiving party’s knowledge, owes no obligation of confidentiality to the disclosing party with respect to that information, (c) was known to the receiving party at the time of disclosure or is thereafter created independently, (d) is disclosed as necessary to enforce the receiving party’s rights under this Agreement, or (e) must be disclosed under applicable law, legal process or professional regulations. These obligations shall be valid for a period of 3 years from the date of termination of this Agreement."

38 Important Instructions to Bidders for e-tender: These conditions will over-rule the conditions stated in the tender documents, wherever

relevant and applicable.

1. Registration of bidders on e-Procurement Portal:- All the bidders intending to participate in the tenders processed online are required to get registered on the centralized e - Procurement Portal i.e. http://etenders.hry.nic.in. The bidders are also required to have/obtain Class-II or III digital signature certificate from any Certifying Authority or Sub-certifying Authority authorized by the Controller of Certifying Authorities for submission and processing of the bids. Please visit the website for more details.

2. Download of Tender Documents: The bidders can view and download the detailed N.I.T and the time schedule (Key Dates) for all the tenders floated through the single portal e-Procurement system on the Home Page at http://etenders.hry.nic.in.

3. Pre-requisites for online bidding: In order to bid online on the portal http://etenders.hry.nic.in, the user machine must be updated with the latest Java. The link for downloading latest java applet and “DC setup” Utility is available on the Home page under the tab ‘Download’ of the e-tendering Portal.

4. Key Dates: The bidders are strictly advised to follow date and time as indicated in the online Notice Inviting Tenders (NIT). The date and time shall be binding on all bidders. All online activities are time tracked and the system enforces time locks that ensure that no activity or transaction can take place outside the start and end dates and the time of the stage as defined in the online Notice Inviting Tenders (NIT).

5. Bid Preparation (Technical & Financial) , Payment of Tender Document Fee, EMD fees and Submission of Bid Seal (Hash) of online Bids: The Following are to be made by the bidder through NIC portal:-

a) Tender document fee of Rs. 5,000/-plus GST through Debit Cards & Internet Banking Accounts .

https://haryanaeprocurement.gov.in/




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b) Earnest Money Deposit (EMD) Rs. 10,00,000 /- shall be submitted through online payment mode via through Debit Cards & Internet Banking Accounts and through RTGS / NEFT.

c) E-service fees Rs. 1,000 /- plus GSTshall be submitted through online payment

mode via through Debit Cards & Internet Banking Accounts. 5.2 The bidders shall upload their technical offer containing documents, qualifying

criteria, technical specification, schedule of deliveries, validity and all other terms and conditions except the rates (price bid). The bidder ensure that uploaded documents must be properly numbered and indexed.

The bidders shall quote the prices in price bid format in a specified template.

5.3 Submission of bids will be preceded by submission of the digitally signed & sealed bid (Hash) as stated in the time schedule (Key Dates) of the Tender.

NOTE:- 1. If bidder fails to complete the Online Bid Preparation & Submission stage by

the stipulated date and time, his/her bid will be not be considered. 2. Bidders participating in online tenders shall check the validity of his/her Digital

Signature Certificate before participating in the online Tenders at the portal http://etenders.hry.nic.in.

3. For help manual please refer to the ‘Home Page’ of the e-Procurement website at http://etenders.hry.nic.in, and click on the available link ‘System Requirement” to download the file. Help manual is available on ‘Home Page’ of the http://etenders.hry.nic.in.

For queries on Tenders Haryana Portal, kindly contact:-

Note- Bidders are requested to kindly mention the URL of the Portal and Tender Id in the subject while emailing any issue along with the Contact details. For any issues/ clarifications relating to the tender(s) published kindly contact the respective Tender Inviting Authority.

Tel :

Mobile :

E-Mail :

For any technical related queries please call at 24 x 7 Help Desk Number

0120-4001 002

0120-4200 462

0120-4001 005

0120-6277 787

International Bidders are requested to prefix 91 as country code

Email Support

A) For any Issues or Clarifications relating to the published tenders,

bidders are requested to contact the respective Tender Inviting Authority

Technical - support-eproc(at)nic(dot)in





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SECTION IV

GENERAL CONDITIONS OF THE CONTRACT

4.1 PRICE APPLICABILITY

4.2 TRAINING

4.3 CHANGE ORDERS 4.4 LIQUIDATED DAMAGES

4.5 ARBITRATION

4.6 RISK PURCHASE

4.7 GENERAL LIEN

4.8 FORCE MAJEURE 4.9 TERMINATION FOR DEFAULT 4.10 TERMINATION FOR INSOLVENCY 4.11 Industrial & Labour Laws

TER- /R-APDRP/2020

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GENERAL CONDITIONS OF THE CONTRACT

4.1 PRICE APPLICABILITY

Prices in the Purchase Order shall remain valid for the period of delivery

schedule or extended delivery schedule. In case of delayed supplies,

after delivery period, the advantage of reduction of taxes/duties shall be passed onto the Purchaser and no benefit of increase will be permitted to

the Supplier.

4.2 TRAINING (WHERE REQUIRED)

4.2.1 The Bidder shall provide training for installation and maintenance staff of the Purchaser free of cost, where required.

4.2.2 The Bidder shall specify in his bid the number of trainees, quantum of proposed training, pre-training qualifications required of the trainees

and the duration of the proposed training required.

4.2.3 The Bidder shall provide all training materials and documents and aids.

4.3 CHANGE ORDERS

4.3.1 The Purchaser may at any time by written order given to the Supplier make changes within the general scope of the contract in any one or more of the

following:-

a) Services to be provided by the supplier.

4.3.2 If any such change causes an increase or decrease in the cost or the time required for the execution of the contractor, an equitable adjustment shall

be made in the contract price or delivery schedule or both and the contract

shall accordingly be amended.

4.4 LIQUIDATED DAMAGES

4.4.1 The date of the delivery of the goods/services stipulated in the

acceptance of tender should be deemed to be the essence of the

contract and the delivery must be completed not later than the dates

specified therein. Extension in delivery period will not be given except in

exceptional circumstances. Should, however, deliveries be made after

expiry of the contract delivery period and accepted by the consignee, such

deliveries will not deprive the Purchaser of the right to recover Liquidated

Damages.

4.4.2 In case the Supplier fails to supply the goods/services against the order,

the same shall be procured from other suppliers at the cost and risk of

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the Supplier and the excess money will be recovered from any dues of

the party.

4.4.3 In the event of breach of any of the terms and conditions by the firm, the Employer can terminate the Contract and shall encash the PBG without any

notice to the firm at any stage and the firm shall have no claim whatsoever

on the Employer on this account. But the Contractor shall be liable to pay to

the Employer a sum equivalent to 5% of the value of the Contract as liquidated damages and not as penalty. This shall be in addition to penalty

already recovered on account of delay in work. The firm shall in addition and

without prejudice to the above said damages, make good any loss or damage that may be incurred by the Employer in getting the left-out Works

executed from elsewhere at the risk and cost of the Contractor. In case of delay in the execution of Works, the Owner will have the right to

get the Work executed from any alternative source, at the sole risk and cost

of the Contractor. Any extra expenditure incurred in such action shall be

recoverable in full from the Contractor in addition to Owner's right of claim for

liquidated damages.

4.4.4 LD can be recovered from any dues of the Supplier.

4.5 ARBITRATION All matters, question, disputes, differences and/or claims arising out of and/

or concerning and/or in connection and/or in consequences or relating to this

Contract whether or not obligations of either of both parties under this

Contract be subsisting at the time of such dispute and whether or not this

Contract has been terminated or purported to be terminated or completed,

shall be referred to the Sole Arbitration of the MD, DHBVN or an Officer

appointed by the MD, DHBVN as his nominee. The Award of the Arbitrator

shall be final and binding on the parties to this Contract. Subject to

aforementioned provisions, the provisions of Arbitration & Conciliation Act

1996 and the rules there under and statuary modifications thereof for the

time being in force, shall be deemed to apply to the Arbitration proceedings

under this Clause.

4.6 RISK PURCHASE

In the event of Supplier’s failure to execute the contract to the satisfaction of the Purchaser, the Purchaser reserves the right :

(a) to reject any part of the Contract executed and withhold payment

for such portion of the Contract till such time the defects are rectified to the satisfaction of the Purchaser.

(b) to terminate the Contract by giving 2 weeks’ notice in writing

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without assigning any reason and to get the Contract executed by

other agency at the risk and cost of the Supplier.

4.7 GENERAL LIEN

Whenever under this contract any sum of money is recoverable from and

payable by the Supplier, the Company shall be entitled to recover such

sum by appropriating in part or in whole the security deposit of the Supplier, if a security is taken from the Supplier. In the event of the

Security being insufficient or if no security has been taken from the

Supplier, the balance or the total sum recoverable, as may be, shall be deducted from any sum due to the Supplier or which at any time

thereafter may become due to the Supplier under this or any other

contract with the Company. Should this sum be not enough to cover the full amount recoverable, the Supplier shall pay to the Company on

demand the remaining balance due. 4.8 FORCE MAJEURE

If any time, during the continuance of this contract, the performance in

whole or in part by either party under obligation as per this contract is

prevented or delayed by reasons of any war or hostility, act of the

public enemy, civil commotion, sabotage, fire, flood, explosion, epidemic,

quarantine restrictions, strike, lockout or acts of God (hereinafter referred

to “eventuality”), provided notice of happening of any such eventuality is

given by either party to the other within 21 days of the date of

occurrence thereof, neither party shall be reason of such an “eventuality”

be entitled to terminate this contract nor shall either party have any claim

or damages against the other in respect of such non-performance or

delay in performance and deliveries under the contract. The contract

shall be resumed as soon as practicable after such “eventuality” has come

to an end or ceased to exist. In case of any dispute, the decision of

MD, DHBVN/UHBVN, shall be final and conclusive, provided further that if the performance in whole or part of any obligation under this

contract is prevented or delayed by reason of any such eventuality for a

period exceeding 60 days, either party may at its option, terminate the

contract. Provided also that if the contract is terminated under this

clause the Purchaser shall be at liberty to take over from the Supplier at a

price to be fixed by the Purchaser, which shall be final, all unused,

undamaged and acceptable materials, bought out components and other

stores in the course of manufacture which may be in the possession of

the Supplier at the time of such termination, or such portion thereof as the

Purchaser may deem fit except such material, as the Supplier may, with

the concurrence of the Purchaser, elect to retain.

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4.9 TERMINATION FOR DEFAULT 4.9.1 The Purchaser, may, without prejudice to any other remedy for breach of

contract, by written notice of default, sent to the Supplier, terminate this

contract in whole or in part.

a) if the supplier fails to deliver any or all the goods within the time period (s) specified in the contract, or any extension thereof granted by the Purchaser .

b) if the Supplier fails to perform any other obligation(s) under the contract; and

c) if the Supplier, in either of the above circumstances, does not

remedy his failure within a period of 15 days (or such longer period as the Purchaser may authorize in writing) after receipt of the default

notice from the Purchaser. d) On a notice period of 30 days.

4.9.2 In the event the Purchaser terminates the contract in whole or in part

pursuant to above para the Purchaser may procure, upon such terms and

in such manner as it deems appropriate, goods similar to those

undelivered and the Supplier shall be liable to the Purchaser for any

excess cost for such similar goods. However, the Supplier shall continue

the performance of the contract to the extent not terminated. 4.10 TERMINATION FOR INSOLVENCY

The Purchaser may at any time terminate the Contract by giving written

notice to the Supplier, without compensation to the supplier if the supplier becomes bankrupt or otherwise insolvent as declared by the

competent court provided that such termination will not prejudice or effect

any right of action or remedy which has accrued or will accrue thereafter to the purchaser.

4.11 Termination at Convenience:

(a) DHBVN, by Notice sent to supplier may terminate the Contract, in whole or in part, at any time for its convenience. The Notice of termination shall specify that termination is for the DHBVN/UHBVN convenience, the extent to which performance of supplier under the Contract is terminated, and the date upon which such termination becomes effective.

(b) The Goods/services those are complete and ready for shipment and completion of work within twenty-eight (28) days after supplier receipt of the Notice of termination shall be accepted by the DHBVN/UHBVN at the Contract terms and prices. For the remaining Goods/services, the DHBVN/UHBVN may elect:

TER- /R-APDRP/2020

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(i) To have any portion of work/services completed and delivered at the Contract terms and prices; and/or

(ii) To cancel the remainder and pay to supplier an agreed amount for partially completed Goods/services and Related Services and for materials and parts previously procured by supplier.

4.12 The firm should prepare and present a detailed exit plan within five calendar

days of termination notice receipt to DHBVN/UHBVN (“Exit Plan”).

4.13 The Nodal Officer or any other person designated by DHBVN/UHBVN and

along with designated team will review the Exit plan. If approved, the firm

shall start working on the same immediately. If the plan is rejected, the firm

shall prepare alternate plan within two calendar days. If the second plan is

also rejected, the DHBVN/UHBVN will provide a plan for the firm and it

should be adhered to in totality.

4.14 The Exit Plan should cover at least the following :-

a. Execute all documents that may be necessary to effectively transfer

the ownership and title, including OEM warranties in respect of all

equipment.

b. Handover all developed codes, related documentation and other

Configurable Items, if any in his possession.

c. Handover the list of all IT Assets, passwords at all locations to

DHBVN.

The firm and DHBVN/UHBVN will sign a completion certificate at the end of

successful completion (all points tracked to closure) of the Exit Plan.

4.15 Industrial & Labour Laws: The successful bidder will certify that he has

complied with the provisions of Industrial & Labour Laws including PF Act,

ESI Act etc. as may be applicable.

TER- /R-APDRP/2020

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SECTION – V

Tender No.: DHBVN/

SPECIAL CONDITIONS OF THE CONTRACT

5.1 PRICE BASIS

5.2 PAYMENT TERMS

5.3 PAYING AUTHORITY

5.4 EXECUTION SCHEDULE


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TER- 42/R-APDRP/FMS/2020 of 103

SPECIAL CONDITIONS OF CONTRACT

5.1 PRICE BASIS

All quoted prices by the bidder shall be exclusive of any taxes and shall remain ‘FIRM’ during the performance of the Contract. Statutory levies (such as GST, any other Tax, duties, levies etc. as applicable), shall be paid on actuals

5.2 PAYMENT TERMS

Payment shall be through Bank Transfer/Cheque/RTGS on quarterly basis on satisfactory completion of Services w.r.t. Sub-division/office for the quarter.

Accordingly, the firm shall submit quarterly bill (Quarterly instalments will be 1/12th

of the total IT support and maintenance cost) to the office of CTO/DHBVN &UHBVN for further verification and the payment shall be made on 30th day of submission of the bill and requisite documents to the executing office by the contractor/firm. Payments will be subject to the Audit SLA reports for that quarter.

5.3 PAYING AUTHORITY

FA-MM, Dakshin Haryana Bijli Vitran Nigam Limited, Vidyut Sadan, Vidyut Nagar,

Hissar-125005, Haryana

Similarly, paying authority for UHBVN shall be the counter part of FA/MM, DHBVN. 5.4 Execution Schedule –

FMS services are to be provided initially for 3 years from the date of roll out of the IT systems in a successful manner by the existing SI in designated sub-division/office under IPDS and balance non-R-APDRP areas in DHBVN & UHBVN.


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SECTION VI

PRICE BID SCHEDULE

A) IPDS Towns in DHBVN

Name of Town Price Including all Taxes

1st year 2nd year 3rd Year Total

Ateli

Kanina

Mahendragarh

Bawal

Dharuhera

Bawani Khera

Loharu

Siwani

Farrukhnagar

Pataudi

Hailey Mandi

Julana

Safidon

Uchana

Kalanwali

Rania

Narnaund

Ratia

Ferozepur Jhirka

Hassan Pur

Hathin

Nuh

Punahana

Sohna

Taoru

Total

B) For Balance Non-RAPDRP Area in DHBVN

Name of Circle

Price Including all Taxes


Hisar


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Fatehabad

Faridabad

Sirsa

Bhiwani

Narnaul

Gurugram-I

Gurugram-II

Rewari

Palwal

Jind

Total

C) For IPDS Towns in UHBVN

Name of Town Price Including all Taxes


Nilokheri

Taraori

Nissing

Assandh

Indri

Naraingarh

Ladwa

Samalkha

Beri

Pinjore

Meham

Kalanaur

Sampla

Ganaur

Kharkhoda

Pundri

Kalayat

Total

D) For Balance Non-RAPDRP Area in UHBVN

Name of Circle

Price Including all Taxes


Karnal


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Yamunanagar

Kurukshetra

Panipat

Jhajjar

Ambala

Rohtak

Sonepat

Kaithal

Total

Total Price (A+B+C+D) for Work in Rs.________________ In Word _____________________________________ Note:

1. Price proposals will be compared based on the Total Price for DHBVN & UHBVN taken together

mentioned above

2. The bidders shall quote ex-works price with applicable taxes & duties separately. During the

period of engagement, the bidder will not be paid and/ or reimburse anything over and above

the ex-work price quoted & agreed upon except the statutory levies/taxes, which will be payable

as per the rate prevailing at the time of payment.

3. The ex-works price should include all incidental charges i.e overhead/ out of pocket expenses,

travel boarding, lodging, visit etc.

4. The ex-work prices shall remain FIRM till completion of the assignment.

5. Payment of services shall be made based on cost quoted for HARYANA POWER

DISTRIBUTION UTILITIES (UHBVN & DHBVN) and as per the progress of work in each utility

seperately.

(Ex-work Prices will be firm and inclusive of all incidental cost/charges minus taxes/statutory levies and no change alternate/conditional price offer shall be allowed)


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SECTION – VII

SAMPLE FORMS AND Annexures


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ANNEXURES

CONTENTS

Annex. No.

ANNEXURE DESCRIPTION

PAGES

I. Performa of Letter of Undertakings.

II. Performa of Bank Guarantee for Contract Performance.

III. Performa of Extension of Bank Guarantee.

IV. Service Level Agreement

V. BID SECURITY FORM


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ANNEXURE – 1 Page 1 to 2

PROFORMA OF LETTER OF UNDERTAKINGS (To be submitted by the Bidder along with his Bid) (To be executed on non-Judicial Stamp Paper of requisite Value)

Ref: ………………………. Date …………………………... To The Chief Technology Officer, DHBVN, Vidyut Sadan, Vidyut Nagar, Hisar-125005. Dear Sirs, 1. I*/We* have read and examined the following Bid Documents relating to the

………………………….. ( Full scope of work).

a) Notice Inviting Tender. b) Invitation for Bid, Instructions to Bidders, Conditions of Contract along with

Contract Data & Annexure. 2. I*/We* hereby submit our Bid and undertake to keep our Bid value for a period of 180

days from the date of opening of Part II of Bid. I*/We* hereby further undertake that during said period I/We shall not vary / alter or revoke my / our Bid.

This undertaking is in consideration of DHBVN agreeing to open my Bid and consider and evaluate the same for the purpose of award of work in terms of provisions of clause entitled “Award of Contract” section instruction to Bidders in the Bid Document. Should this Bid be accepted, I*/we* also agree to abide by and fulfill all the terms, conditions of provision of the above-mentioned bid documents. Signature along with Seal of Company ……………………………………….. (Duly authorized to sign the tender on behalf of the Contractor).

Name : …………………………………….

Designation ………………………………. Name of Company ………………………. ( In Block Letters)


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WITNESS : Signature …………………………….Date & Postal Address : Date………………………………… ……………………………………………. Name &Address …………………… ……………………………………………. …………………………………… Telephonic Address ……………………… …………………………………… …………………………………………….

…………………………………… ……………………………………………. Telephone No. …………………………… Telex No. ………………………………… * Strike out whichever is not applicable.


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ANNEXURE – 2 Page 1 to 2

PROFORMA OF BANK GUARANTEE FOR

CONTRACT PERFORMANCE (To be stamped in accordance with stamp Act) Ref: ………………………. Bank Guarantee No……………… Dated …………………………... To The Chief Technology Officer , DHBVN, Vidyut Sadan, Vidyut Nagar, Hisar-125005. Dear Sirs, In consideration of Dakshin Haryana Bijli Vitran Nigam ( hereinafter referred to as the ‘Owner’ which expression shall unless repugnant to the context or meaning thereof include its successors, administrators and assigns) having awarded to M/S ………………………………………………….. with its registered / Head office at ………………………( herein after referred to as the Contractor which expression shall unless repugnant to the context or meaning thereof, include its successors, administrators, executors and assigns ), a Contract by issue of Owner’s Letter of Award No. ……………………….. dated …………… and the same having been unequivocally accepted by the Contractor, resulting in a Contact bearing No. …………………. Dated ……………………. Valued at ……………………….. For ………………………(Scope of Contract ) and the Contractor having agreed to provide a Contract Performance Guarantee for the faithful performance of the entire Contract equivalent to …………….(%)…………….. (Percent) of the said value of the Contract to the Owner. We ………………………………………………………………………… (Name and Address of the Bank ). Having its Head Office at ……………………(hereinafter referred to as the ‘Bank’ which expression shall, unless repugnant to the context or meaning thereof, include its successors, administrators, executors and assigns ) do hereby guarantee and undertake to pay the Owner, on demand any and all monies payable by the Contractor to the extent of ………………………….. as aforesaid at any time up to ……………………….. ( days / month / year ) without any demur, reservation, contest recourse or protest and / or without any reference to the Contractor.


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Any such demand made by the owner on the Bank shall be conclusive and binding notwithstanding any difference between the owner and the Contractor or any dispute pending before any Court, Tribunal, Arbitrator or any authority. The Bank undertakes not to revoke his guarantee during its currency without previous consent of the Owner and further agrees that the guarantee herein contained shall continue to be enforceable till the Owner discharges this guarantee. The Owner shall have the fullest liberty without affecting in any way the liability of the Bank under this guarantee, from time to time to extend the time for performance of the contract by the Contractor. The Owner shall have the fullest liberty, without affecting this guarantee to postpone from time to time the exercise of any powers vested in them or any right which they might have against the Contractor, and to exercise the same at any time in any manner and either to enforce or to for bear to enforce any covenants, contained or implied, in the Contract between the Owner and the Contractor or any other course or remedy or security available to the owner. The Bank shall not be released or its obligations under these presents by any exercise by the Owner of its liberty without reference in the matters aforesaid or any of them or by reason of any other Act of omission or commission on the part of the Owner or any other indulgences shown by the Owner or by any other matter or thing whatsoever which under law would but for this provision have the effect of relieving the Bank. The Bank also agrees that the Owner at its option shall be entitled to enforce this a guarantee against the Bank as a principle debtor, in the first instance without proceeding against the Contractor and notwithstanding any security or other guarantees the owner may have in relation to the Contractor’s liabilities. Notwithstanding anything contained herein above our liability under this guarantee is restricted to ………………………. And it shall remain in force up to and including…….. and shall be extended from time to time for such period as may be desired by M/S …………………………………. On whose behalf this guarantee has been given. Dated this ……………………. Day of …………………… 2017 at ………………….. WITNESS ……………………….. ……………………………. (Name) (Signature ) ……………………….. …………………………….. (Name ) (Signature) ………………………… …………………………….. (Official Address) (Designation with Bank Stamp) Attorney as per Power Of Attorney No. ……………………. Date ……………….


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Note :

This sum shall be ten percent (10%) of the Contract Price in two parts i.e. for Power Transformer and for rest of material.

The date will be Ninety days (90 days) after the end of Warranty Period as specified in the Contract.

The stamp papers of appropriate value shall be purchased in the name of issuing Bank.


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ANNEXURE –3 Page 1 of 1

PROFORMA OF EXTENSION OF BANK GUARANTEE Ref : ………………….. Dated ………………. To The Chief Technology Officer , DHBVN, Vidyut Sadan, Vidyut Nagar, Hisar-125005. Dear Sirs, Sub : Extension of Bank Guarantee No. ……………… for Rs. ……………….. favoring

yourselves expiring on …………………. On account of M/S ……………………………………….. in respect of Contract No. ……………… dated ……………. (hereinafter called original Bank Guarantee ).

At the request of M/S ………………………………, We …………………………Bank, Branch office at ……………………….. and having its head office at………. ………… do hereby extend our liability under the above mentioned guarantee No. ……………… dated ………………. for a further period of ………………… years / months from …………………… to expire on …………………………. Except as provided above, all other terms and conditions of the original Bank Guarantee No. ………………… dated …………….. shall remain unaltered and binding. Please treat this as an integral part of the original Bank Guarantee to which it would be attached. Yours faithfully, For………………………… Manager / Agent / Accountant Power of Attorney No………………… Dated ………………..


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SEAL OF BANK Note : The non-judicial stamp paper of appropriate value shall be purchased in the name of the Bank who has issued the Bank Guarantee.


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SCHEDULE ‘C'

(Referred to in-Regulation 7)

DAKSHIN HARYANA BIJLI VITRAN NIGAM LIMITED

TENDER FORM (EMD) From ………………………………………………………………………. ……………………………………………………………………….. ……………………………………………………………………….. ……………………………………………………………………….. To ……………………………………………………………………….. ……………………………………………………………………….. ……………………………………………………………………….. ………………………………………………………………………... Offer No. ……… Dated …… 2017 Subject : Submission of tender against Notice Inviting Tender No. .......................... Dated …………… of Dakshin Haryana Bijli Vitran Nigam Ltd.

Dear Sir, With reference to your above-mentioned notice inviting tender, I/we hereby offer to Supply genuine goods and materials (quantity and rates of the goods and material are described in the attached terms and conditions) and shall execute the work truly and faithfully within time specified and set forth in the attached terms and conditions. The goods and materials to be supplied will be of the quality and answerable in every respect with this tender. I/we shall be responsible for all complaints as regards the quality of material and in case of dispute the decision of the Nigam will be final and binding on me/us. 1. A Crossed postal Order/Bank Draft No…….. for the prescribed amount of Rs………

Rupees …………..) drawn in favor or DGM/Procurement works. DHBVN, Hisar is enclosed, as earnest money as desired. I fully understand that in the event of my/our tender being accepted this earnest money shall be retained by you till the submission of performance guarantee by me as per clause of RFP

2. l/we shall have no claim to the refund of the earnest money prescribed against this

tender in the event of my/our non-compliance of the purchase Order provided such order is placed within the period of validity of my/our tender as Indicated In paragraph


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4 below. I further understand that my earnest money will stand forfeited even if I withdraw my tender at any stage during the currency of the period of validity.

3. My/our tender shall remain valid for a period of 180 days from the date of opening of

part-II (price bid) against the N.I.T. No. .......................Dated …………. 4. My/our tender along with the terms and conditions with the relevant columns and

annexure duly filled in under my/our attestation and with each page of the tender papers (including the enclosed terms and conditions signed by me/us,(in the capacity of sole owner/general or special attorney, in proof of which power of attorney is attached) is submitted for your favorable consideration.

5. I/we have read the enclosed terms and conditions carefully and have signed the same in taken of their absolute and unqualified acceptance. My/our tender constitutes a firm offer under the Indian Contract Act 1872 and is open to an acceptance in whole or in Parts. My/our offer, if accepted on the attached terms and conditions will constitute a legally binding contract and shall operate a contract as defined in the Indian Contract Act. 1872 and the Indian sale of goods Act. 1930.

Thanking You, Yours Faithfully

N.I.T No. ……….. Enquiry No. ………….


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Annexure IV

Service Level Agreement


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Service Level Agreement

C.1 Purpose of this Agreement

The purpose of this SLA is to clearly define the levels of service to be provided by bidder to

Purchaser for the duration of this contract or until this SLA has been amended. The benefits

of this SLA are to:

1 Trigger a process that applies Purchaser and Bidder management attention to some

aspect of performance only when that aspect drops below an agreed upon threshold, or

target.

2 Makes explicit the performance related expectations on performance required by the

Purchaser

3 Assist the Purchaser to control levels and performance of services provided by Bidder

4 This SLA is between Bidder and Purchaser.

C.2 Description of Services Provided

Bidder shall provide service as defined in Section VI - Scope of Work, in accordance to the

definitions and conditions as defined in the Section IV - GCC and Section V - SCC.

C.3 Duration of SLA

This Service level agreement would be valid for entire period of contract.

C.4 Service Level Agreements & Targets

This section is agreed to by Purchaser and Bidder as the key bidder performance indicator

for this engagement. The following section reflects the measurements to be used to track and

report systems performance on a regular basis. The targets shown in the following tables are

for the period of contact or its revision whichever is later.


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Table 1: Service Level Chart

Service Parameter Service Level

Validation Penalty

Project Management

Submission of Monthly Project Status reports & Conducting Status meetings

100% Minutes of Meetings

Approval of Status reports by Engineer-in-Charge

2% of monthly contract value for every default

Helpdesk Resolution of ticket logged as per the Severity definition chart

99% Reports generated from Ticket logging system

95%-99% calls resolved in specified time: 2% penalty on the monthly Contract value

90% - 95% calls resolved in specified time: 5% penalty on the monthly contract value

Install, Moves, Add, Changes (IMAC) Services

Should be part of Monthly project status report

95% Report 0.2% of monthly Contract value

Asset / Inventory Management

Provide monthly MIS Asset Inventory


Provide monthly MIS on new requirements with procurement time


Conduct Annual Physical Asset verification

100% Management approval of Physical Asset Verification report

0.5% of Yearly Contract value

Supplier Management Services

Evaluation of Supplier Performance on quarterly basis

100% Management approval of Supplier Performance evaluation report

0.5% of Quarterly Contract value

Tracking of Supplier SLA & tickets logged

95% Status of tickets logged with Suppliers

0.5% of monthly Contract value


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Validation Penalty

with suppliers

MIS reporting on AMC tenure, License fees


Desk Side Technical support Services

Resolution of ticket logged as per the Severity definition chart


1% of monthly Contract value

Antivirus Management

Rollout of latest anti-virus definition file on workstations and Servers on being made available on Supplier's website within 24 Hours on Test Environment and within 48 hours on production environment

98% Reports generated from Anti-Virus software console

1% of monthly Contract value

LAN & local server administration

Resolution of ticket logged


Covered under 5.1

Network Monitoring & Management

SI to monitor the availability of the network link for 99% uptime. SI should measure link availability on a monthly basis.

99% Downtime reports

Reports on the Network performance

Penalty of 2% per month will be deducted from the monthly Contract value of that utility, if the reports are not submitted by the SI.

Important: A separate SLA will be signed with bandwidth provider.

Resolution of ticket logged related to Networks


Covered under 5.1


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Validation Penalty

Data Centre Network Availability

Minimum of 99.8% uptime measured on a monthly basis

99.8% Report 2% of monthly AMC charges for less than 99.8%

3% of monthly Contract value for less than 98.0%

5 % of monthly Contract value for less than 95%

Regional Offices Network Availability

Minimum of 98% uptime measured on a monthly basis

98% Report 2% of monthly Contract value for less than 98%

3% of monthly Contract value for less than 97%

5 % of monthly Contract value for less than 95 %

Divisional & Other Offices Network Availability

Minimum of 97% uptime measured on a monthly basis



Data Centre Operations

MIS reporting on physical and environmental conditions

95% Report 0.2 % of monthly Contract value


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Validation Penalty

controls

MIS reporting of health checkup of all systems & modules installed

95% Report 0.2 % of monthly Contract value

Server Administration / Management

Rollout of patches (OS, infra level) on workstations and Servers after patch being approved on test environment

98% Patch update report 0.5% of monthly Contract value

Uptime of app servers

99.8% Report 2% of monthly Contract value for less than 99.8%



Uptime of utility servers except email

99.8% Report 2% of monthly Contract value for less than 99.8%


5 % of monthly Contract value for less than 95%.

Utility would periodically (once a quarter on a

100% Report Rs 5000/- for every restore test failure


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Validation Penalty

random day) request the Supplier to restore the backup data

Upkeep & Maintenance of Mail / Messaging System

Uptime of email server




Provide monthly MIS of user account and mailboxes created/deleted.


Upkeep & Maintenance of utility’s EMS

Daily MIS of server and device health checkup (CPU, disk space, memory utilization, I/O utilization, Central Storage etc.)

100% Reports generated from EMS system


Upkeep & Maintenance of Incident management

Resolution of ticket logged in Incident Management tool



Upkeep & Maintenance of Ticketing Management

Same as 6.1

Upkeep & Maintenance of Problem

Supplier shall analyze all the incidents and

100% timely submission covering all

Root cause report 5% penalty on the monthly


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Validation Penalty

Management provide a root cause report every month if there are more than 10 incidents of the same type. Supplier shall take the needed corrective action to prevent further issues due to the same cause.

incidents logged in that month

Incident report stating problems faced by the users

Document detailing corrective action

Contract value of that Project Area, if the Supplier does not submit a problem report for that month.

5% penalty on the monthly Contract value of that Project Area, if the Supplier does not perform the corrective action for more than one calendar month.

Annual DR drill A DR drill shall be conducted annually.

During the DR drill for at least two weeks all the operations are carried out from DR site before the operations are switched to DC.

The RTO & RPO as defined in SRS shall be met:-

1. Recovery Point Objective is the maximum amount of time lag between Primary and Secondary storages. OWNER intends to maintain RPO as < 15 minutes for all application and data at primary site.

2. Recovery Time Objective is maximum elapsed time allowed to complete recovery of application processing at DR site. In case of a disaster, the RTO shall be measured from the time when the decision is finalized & intimated to the contractor by OWNER to shift the operations to DR site. The contractor in association with owners’ personnel shall ensure compliance to following RTOs –

Sr. No.

Application RTO

1. Metering billing Collection, New Connection,

6 Hours

1% of Contract value for failing to meet the defined RTO & RPO during the annual DR Drill.


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Validation Penalty

Disconnection, Meter data acquisition, Energy audit

2 MIS, Customer Care Center GIS applications and network analysis

12 Hours

3 Web Self-service 24 Hours 4 Pre-implementation and Testing & development system

36 Hours

In case of failure of meeting the RTO & RPO 1% of contract value to be deducted each month (for next 3 months)till another drill is carried and RTO & RPO are complied.

Non-compliance of RTO and RPO for 3 months after planned annual drill to be treated as event of default.

Operations Response Time

Loading of Home Page & response time for all services under

Measured over internet over 512 kbps Internet

No Penalty


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Validation Penalty

web self-service portal

broadband. Measured through scripts every 10 minutes between 6 AM to 11 PM. (Measured as Http request and response cycle)

Less than 15 seconds

15 seconds to 25 seconds 0.1% of contract value

Over 25 seconds Default

Application Response time for all services at sub-division and other offices

To be measured through scripts every 10 minutes between 8 AM to 8 PM. Measured from two sub-division office and two other office from two client stations.( measured as Http request and response cycle)

Less than 15 seconds No Penalty

15 seconds to 25 seconds 0.1% of Contract value

Over 25 seconds Default


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1. In case of one defaulted SLA, if penalty on multiple SLA comes into effect then penalty

on the SLA with maximum penalty will only be applicable i.e. penalty will be charged

only on one SLA and not for multiple SLA defaults.

2. All the SLAs which are linked with operational functionalities of modules at sub-division

level shall be measured at each sub-division and penalty, if any, shall be imposed

accordingly.

3. In case of Breach the monthly contract Performance Bank Guarantee will be revoked.

Note:- Any specific report format shall be based on mutual understanding of the requirement.

Uptime Calculation for the month: {[(Actual Uptime + Scheduled Downtime) / Total No. of Hours in a Month] x 100} "Actual Uptime" means, of the Total Hours, the aggregate number of hours in any month during which each equipment, is actually available for use. "Scheduled Downtime" means the aggregate number of hours in any month during which each equipment, is down during total Hours, due to preventive maintenance, scheduled maintenance, infrastructure problems or any other situation which is not attributable to Supplier’s (or Service provider's) failure to exercise due care in performing Supplier’s responsibilities. The Purchaser would provide a maximum of 04 hours of planned downtime for the preventive maintenance (as part of scheduled downtime) per month per equipment/service. The downtime for scheduled maintenance (patch application, upgrades – OS, Database, etc.) would need to be mutually agreed between Utility and the Bidder. To reduce this time, various maintenance activities can be clubbed together with proper planning. "Total Hours" means the total hours over the measurement period i.e. one month (24 * number of days in the month). Downtime Calculation: The recording of downtime shall commence at the time of registering the call with Supplier or Service Provider for any downtime situation for the equipment. Downtime shall end when the problem is rectified, and the application/ service is available to the user. Down time will not be considered for following: 1. Pre-scheduled preventive maintenance and health checks (Scheduled Downtime). 2. Failover time (30 minutes) in case of cluster environment. Beyond which the service would be not available and appropriate penalty shall be imposed on the Supplier. 3. Bug in any application which causes the non-availability of the service.


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If the utility elects to continue the operation of the machine / equipment, when a part of the

machine is giving problem and leading to downtime, the commencement of downtime shall

be deferred until the utility releases the machine / equipment to the Bidder for remedial

action.

Severity definition chart is tabulated below for reference.

Table 2: Severity Definition Chart

Category Criteria Qualifying Criteria for Severity

Impacted Entities Support Category

Criteria

CRITICAL The system is unable to be used for normal business activities. There is certainty of financial loss to PURCHASER.

Complete Application or Module is down within the Discom either due to Network or Instance related issue, affecting all the Site offices.

Affecting Business under Entire

Discom

90 Minutes

15 Minutes

URGENT There is a problem with part of the system, which impacts on Purchaser’s decision making. No viable workaround is available. There is a likelihood of financial loss.

Slowness in Application or Module is observed/ or Reports are not getting accessed/ or Site Connectivity Issue/or when specific service is impacted affected all site offices.

Affecting Business operations under Entire Discom or Multiple Sites/ or critical incident

affecting business operation of

Single Site office.

4 Hours 1 Hour


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HIGH The efficiency of users is being impacted, but has a viable workaround.

Issues related to Accessing Rights wherein the Access to core Business Applications (Metering/Billing/collection) is blocked or to be enabled / or Forgot Password or User ID blocked /or Windows got corrupted / or Installation of Printer etc.

Affecting one or more than one Site office (Bulk

Cases)

6 hours 2 Hours

MEDIUM A low impact problem that affects the efficiency of users but has a simple workaround.

When specific Case got stuck in processes like New connection, Dis-connection, Re-Connection, MCO etc / or Specific Consumer complaints which don’t have Business impact.

Affecting Single Site office

(Specific case)

12 Hours

8 Hours

LOW A fault, which has no particular impact on processing of normal business activities.

Cases pertaining to posting of Wrong Entry/ or Wrongly initiated cases/ or Bulk Rejection cases through Scheduled Activity or/ Development required for rectification of bug taken up under scheduled Activity etc which don’t have Business impact.

Affecting Single Site office

(Specific Case)

One Week

8 Hours

C.5 Breach of SLA

In case the Supplier does not meet the service levels mentioned in document, for three (3) continuous time-periods as specified in the relevant clause, the Purchaser will treat it as a case of breach of Service Level Agreement. The following steps will be taken in such a case:-

1. Purchaser issues a show cause notice to the Supplier. 2. Supplier should reply to the notice within three working days. 3. If the Purchaser authorities are not satisfied with the reply, the Purchaser will initiate

termination process as described in clause GCC. C.6 Exclusions


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The Supplier will be exempted from any delays or slippages on SLA parameters arising out

of following reasons:-

1 Delay in execution due to delay (in approval, review etc) from Purchaser’s side. Any such delays will be notified in written to the IT Team.

2 The network links will be provided by a third party and the Supplier will monitor and report any problems on behalf of third party. If Supplier notifies and Purchaser approves that the delay or fault was due to the third party link services then such loss will not be considered for tracking Supplier’s SLA parameters (Also reduced from total service time).

C.7 Monitoring and Auditing IT Team of Purchaser will review the performance of Supplier against the SLA parameters

each month, or at any periodicity defined in the contract document. The review / audit report

will form basis of any action relating to imposing penalty or breach of contract. Any such

review / audit can be scheduled or unscheduled. The results will be shared with the Supplier

as soon as possible. Purchaser reserves the right to appoint a third-party auditor to validate

the SLA.

C.8 Reporting Procedures

The Supplier’s representative will prepare and distribute SLA performance reports in an

agreed upon format by the 10th working day of subsequent month of the reporting period.

The reports will include “actual versus target” SLA performance, a variance analysis and

discussion of appropriate issues or significant events. Performance reports will be distributed

to the Purchaser’s IT Team.

C.9 Issue Management Procedures C.9.1 General This process provides an appropriate management structure for the orderly consideration

and resolution of business and operational issues in the event that quick consensus is not

reached between Purchaser and Supplier. It is expected that this pre-defined process will

only be used on an exception basis if issues are not resolved at lower management levels.


__________________________________________________________________________________________________________________________________________________________________


C.9.2 Issue Management Process

Either Purchaser or Supplier may raise an issue by documenting the business or technical

problem, which presents a reasonably objective summary of both points of view and

identifies specific points of disagreement with possible solutions.

Purchaser and the Supplier’s representative will determine which committee or executive

level should logically be involved in resolution.

A meeting or conference call will be conducted to resolve the issue in a timely manner.

The documented issues will be distributed to the participants at least 24 hours prior to the

discussion if the issue is not an emergency requiring immediate attention.

Management of Purchaser and Supplier will develop a temporary, if needed, and the

permanent solution for the problem at hand. The Supplier will then communicate the

resolution to all interested parties.

In the event a significant business issue is still unresolved, the arbitration procedures

described in the Contract will be used.

C.10 SLA Change Control

C.10.1 General

It is acknowledged that this SLA may change as Purchaser’s business needs evolve over the

course of the contract period. As such, this document also defines the following management

procedures:

1 A process for negotiating changes to the SLA.

2 An issue management process for documenting and resolving particularly difficult issues.

3 Purchaser and Supplier management escalation process to be used in the event that an

issue is not being resolved in a timely manner.


__________________________________________________________________________________________________________________________________________________________________


Any changes to the levels of service provided during the term of this agreement will be

requested, documented and negotiated in good faith by both parties. Either party can request

a change. Changes will be documented as an addendum to this document and consequently

the contract.

C.10.2 SLA Change Process

Both the parties may amend this SLA by mutual agreement in accordance. Changes can be

proposed by either party. Normally the forum for negotiating SLA changes will be Purchaser’s

monthly review meetings.

C.10.3 Version Control

All negotiated SLA changes will require changing the version control number. As appropriate,

minor changes may be accumulated for periodic release (e.g. every quarter) or for release

when a critical threshold of change has occurred.

C.11 Management Escalation Procedures

The purpose of this escalation process is to provide a quick and orderly method of notifying

both parties that an issue is not being successfully resolved at the lowest possible

management level. Implementing this procedure ensures that purchaser and Supplier

management are communicating at the appropriate levels. Escalation should take place on

an exception basis and only if successful issue resolution cannot be achieved in a

reasonable time frame.

1. All issues would be raised to the project management team, which is completely

responsible for the day to day aspects of the implementation. The project

management team shall classify the issues based on their severity level and resolve

them within appropriate timelines.

2. If project management team is unable to resolve an issue, the issue would be

escalated to the top management with options/ risks detailed for decision. Top

management will make decisions based on the options/ risks presented by the IT

team.


__________________________________________________________________________________________________________________________________________________________________


3. In case one or both the parties are unsatisfied with the decision of the top

management of the Purchaser, the dispute will be resolved as specified in clause 8 of

Section VIII – GCC.

C.12 Signature Page

IN WITNESS WHEREOF, the parties hereto have caused this Service Level Agreement to

be executed by their respective authorized representatives as of the date first written above.

Supplier Purchaser

(On Behalf of all consortium members also)

Signature ------------------------ Signature ------------------------

Name ------------------------ Name ------------------------

Address ------------------------ Designation ------------------------

Company ------------------------

Date ------------------------ Date ------------------------


__________________________________________________________________________________________________________________________________________________________________


Annexure-4

Contract Agreement

THIS AGREEMENT is made on this ________ day of ________________________, _____, between Chief Technology Officer of Dakshin Haryana Bijli Vitran Nigam Limited, DHBVN, Hisar(hereinafter called “the Purchaser”) which expression shall unless repugnant to the context thereof include his successors, heirs, assigns, of the one part, and

__________________________________ of ________________________________________ (hereinafter called “the Agency/ Services Provider”) which expression shall unless repugnant to the context thereof include his successors, heirs, assigns, of the other part. WHEREAS the Purchaser had invited bids for certain Goods and Related Services, viz.,

______________________________________________ against tender enquiry no. no. TER __________________________ dated ________________. AND WHEREAS various applications were received pursuant to the said bid

AND WHEREAS the Purchaser has accepted a Bid by the Agency/ Services Provider for the supply

of those Goods and Related Services in the sum of ________________ (hereinafter “the Contract

Price”)

And in pursuance of having accepted the said bid the parties have agreed to enter into this

agreement.

NOW THIS AGREEMENT WITNESSETH AS FOLLOWS:

1. In this Agreement words and expressions shall have the same meanings as are respectively

assigned to them in the Contract referred to.

2. The following documents (collectively referred to as “Contract Documents”) shall be deemed to

form and be read and construed as part of this Agreement, viz.:

i. The Detailed award of contract.

ii. The Service level agreement.

iii. Request for Proposal

iv. Corrigendum, clarifications and responses to queries issued by DHBVN

v. Instructions to Bidders

vi. The Special Conditions of Contract.

vii. The General Conditions of Contract.

viii. Addendum, Corrigendum and Amendments by DHBVN during contract period

ix. The Technical Specifications


__________________________________________________________________________________________________________________________________________________________________


x. The Purchaser’s Notification to the Agency/ Services Provider for Award of Contract.

xi. Vendor’s response (proposal) to the RFP, including the Bid Submission Sheet and the Price

Schedules submitted by the Agency/ Services Provider.

xii. Acceptance of purchaser’s notification

xiii. Communications between DHBVN and

________________________________________ (hereinafter called “the Agency/

Services Provider”) In the event of any discrepancy or inconsistency within the Contract

documents, then the documents shall prevail in the order listed above.

3. In consideration of the payments to be made by the Purchaser to the Agency/ Services

Provider as indicated in this Agreement, the Agency/ Services Provider hereby covenants

with the Purchaser to provide the Goods and Related Services and to remedy the defects

therein and bring them in conformity in all respects with the provisions of the Contract.

4. The Purchaser hereby covenants to pay the Agency/ Services Provider in consideration of

the provision of the Goods and Related Services and the remedying of defects therein, the

Contract Price or such other sum as may become payable under the provisions of the

Contract at the times and in the manner prescribed by the Contract.

IN WITNESS whereof the parties hereto have caused this Agreement to be executed in

accordance with the laws of ________________________ on the day, month and year

indicated above.

Signed by __________________________________________ (Authorized DHBVN official)

Signed by _______________________________________(for the Agency/ Services

Provider)

Witness-1

Witness-2