request for proposal (rfp ... - risl.rajasthan.gov.in

Department of Information Technology & Communications (DoIT&C) Ref: NIT No.F5 (531)/DoIT/Tech/10 Dated: 20/01/2012
1 Signature & Seal of the Bidder
Place of Tender Submission: Office of Department of IT & C, New IT Building, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur (Rajasthan)
Name of the Company/Firm:
Address for the Correspondence :
Telephone No.: Fax No.:
Department of Information Technology & Communication New IT Bhawan, Yojana Bhawan, Tilak Marg, C-Scheme, Jaipur - 302005
Tel: 141-2222011 Fax: 141- 2224855 Website: www.rajasthan.gov.in
REQUEST FOR PROPOSAL (RFP) DOCUMENT FOR THE SELECTION OF LOCAL SERVICE PROVIDERs (LSPs) TO SETUP AND MANAGE e- MITRA KIOSKS IN BHARATPUR, JAISALMER, JHALAWAR, KARAULI,
PRATAPGARH & SIROHI DISTRICTS OF RAJASTHAN
Department of Information Technology & Communication (DoIT & C) [Ref: NIT No.F5 (531)/DoIT/tech/11 dated: 20/01/2012
TABLE OF CONTENTS
3. Important Dates 7
4. Eligibility Criteria 8
6. Roles & responsibility of Stake holders 15
7. Overview of suggested IT Infrastructure 24
8. Operational guidelines for LSP 27
9. Scope of Work for LSP 38
10. Earnest Money Deposit (EMD) 39
11. Bid Document 41
13. General Terms & Conditions of Tender 46
14. Tender Form 49
15. Exhibit-1 List of all 33 districts in Rajasthan State 23
16. Exhibit 2: Table of suggested IT specifications for e-Mitra Kiosk Hardware 26
17. Exhibit 3: Table of Service Level Metrics 51
18. Annexure A – Indicative List of Current Services 53
20. Annexure B – District wise details for EMD 54
21. Annexure C – District wise current scenario for Dec 2010, January, February, & March 2011, April 2011, May 2011 55
22. Annexure D – MoU with Line Department (DISCOM) 65
23. Annexure E – Memorandum of Agreement (MOU) 73
24. Annexure F – Performa for Performance Bank Guarantee 120
CHAPTER - 1 DEFINITIONS & ACRONYMS
State Government/ GoR Government of Rajasthan (GoR) DeGS District e-Governance Society DoIT&C Department of Information Technology and Communications,
Government of Rajasthan District Administration/ District e-Governance Society (inter alia District E-Mitra Society)
District Collector or a Society constituted under the Chairmanship of District Collector (or any other department of State as the context indicates) in each of the 33 districts, entrusted with the responsibilities of facilitating and monitoring implementation and operation of the e- Mitra Scheme and the e-Governance mechanism in respective districts
Bidder Vendor who is participating in this tender to become Local Service Provider (LSP) to roll out the e-Mitra Centers.
LSP Local Service Provider will be selected through competitive bidding for Entire State. The LSP will set up and manage the e-Mitra kiosks in urban areas.
e-Mitra Scheme/Project The e-Mitra Scheme (Project which includes operation of the ICT based Kiosks refers to the Scheme envisioned by the Government of Rajasthan, as a component of the e-Governance Plan. The e-Mitra Scheme envisages setting up of e-enabled kiosks across the Rajasthan state in urban areas.
RajOnline Project Raj Online is a Special Purpose Vehicle (SPV) of the state government having an objective of electronic delivery of various services. The SPV is proposed to adopt various roles.
Contact Person Chairperson of District e-Governance Society or any person authorized by the Chairperson of District e-Governance Society inter alia District Collector
RFP Request for Proposal MoU Memorandum of Understanding RCR Revenue Collection Register G2C Government to Citizen B2C Business to Citizen B2B Business to Business
CHAPTER- 2
1. Department of Information Technology & Communications (DoIT&C), Government of Rajasthan invites separate sealed bids (Technical & Financial) from eligible bidders who would act as Local Service Providers (LSP) to setup ICT based kiosks in the
REQUEST FOR PROPOSAL
Urban
a. To provide an overview of the e-Mitra Project as envisioned by the Government of Rajasthan and an introduction to the existing IT enabled projects serving the Urban Citizens
areas of Rajasthan so as to electronically deliver various G2C & B2C services to the citizens at their doorstep. The purpose of this document is:
b. To list out the various activities and scope of the project. c. To elicit proposals from competent and eligible Companies /Organizations/ Consortia
for undertaking this project as Local Service Provider (LSP) in the State of Rajasthan
2. The e-Mitra Scheme will be implemented under a Public Private Partnership (PPP) model. The LSPs, to be selected through a transparent and competitive bidding process, to set up and manage the e-Mitra kiosks in the 6 districts namely Bharatpur, Jaisalmer, Jhalawar, Karauli, Pratapgarh & Sirohi districts of the state, as identified by the Government of Rajasthan.
3. Through this RFP, separate bid-proposals are invited for each of the Six (6) Bharatpur, Jaisalmer, Jhalawar, Karauli, Pratapgarh & Sirohi districts of the State. A bidder may submit his bid-proposal for one or up to all six (6) Districts.
4. Submission of more than one bid-proposal by a single bidder for a particular district will
lead to the disqualification of all such bid-proposals as submitted by the bidder for the respective District. All disqualified bidders’ EMD will be returned subsequently.
5. The bid proposal would be considered / accepted only in the prescribed tender format
which is detailed in Chapter 14. Bid proposal/ Tender not submitted in the prescribed format will be outrightly rejected.
6. A complete set of Bid Document may be purchased by any interested bidder on the submission of a written application from the office of the tendering authority during office hours on any working day and along with a bid document fee of Rs. 1000/- (non-refundable) in cash or demand draft (DD) in favor of “Secretary & Commissioner, DoIT&C” payable at “Jaipur”. In case, the bid document is sought by post, an additional fee of Rs. 100/- (towards the postal charges) is to be submitted along with the bid document fee. The Bid Document (RFP) may also be downloaded from http://www.rajasthan.gov.in and http://www.rajcomp.net. In case you download the Document from the website, the Demand Draft must be enclosed in the 'Envelop-A' as explained in Chapter11.
7. The selected LSP(s) are required to sign a MoU with the DeGS, the draft of which is
specified as Annexure-E of this bid document. The draft MoU is based upon the independent studies undertaken by various professional firms/other experienced stakeholders associated with the e-Mitra Project. These are purely supplementary background information, and if required, the bidders may undertake an independent study at their own expenses to validate. The Government disclaims any factual and/ or any other
errors in these reports (the onus is purely on the individual bidders to verify such information) and the information provided therein are purely intended to help the bidders to prepare a logical & financially viable/ sustainable bid-proposal.
8. Department of Information Technology & Communications (DoIT&C), on behalf of all District e-
Governance Societies, is issuing this “RFP document" for inviting “Proposals” comprising of Technical and Financial Proposal from potential bidders. The bidders of the successful bids/ proposals will be identified as “LSPs” with whom the DoIT&C would enter into a contract/ agreement for the implementation of the e-Mitra project and operate it for a period of 4 Years. Based upon the LSPs performance, if required and as per the mutual consent/ agreement, the duration of the project may be further extended but not more than twice per LSP and where the duration of each such extension would be restricted to a period of two years only.
9. Last date for receipt of the proposals is 14:30 hours, 06/02/2012. The bid-proposal documents must be submitted to the office of Commissioner & Secretary, IT&C, C-Block, 1st Floor, IT Bhawan, Tilak Marg, C-Scheme, Jaipur. The Technical bids will be opened on the same day at 15:30 hours and in the presence of bidder’s representatives who wish to attend the same. The schedule for technical presentation will be intimated separately to the bidders whose documents are found to be substantially responsive. The evaluation committee, based on the proposal documents submitted and the technical presentation received, will finalize the bidders who would have technically qualified as per the prescribed parameters. Date and time of opening of financial bids will be intimated separately to all the technical qualified bidders.
10. A Two-stage selection procedure shall be adopted. Bidders will be required to submit their Technical and Financial Proposals in separately sealed envelopes and in two copies titled as ‘Original’ and ‘Copy’, along with Cover-Letter and background information as prescribed in this document. The first part will consist of Technical Proposal and the second part will consist of Financial Proposal. The Financial Proposals for each of the District(s) should be submitted in separately sealed envelopes and name of the District(s) should be marked on top of the each envelop.
11. Financial Proposal of only those bidders shall be opened whose Technical Proposals would be accepted and found qualified after the evaluation. The criterion for carrying out evaluation of the Technical Proposals is elaborated in Chapter 11 of this document.
12. In case, a bidder imposes conditions which are in addition or at variance or in conflict with the terms and conditions as specified in this RFP document, such bid-proposals shall be summarily rejected.
13. No contractual obligation whatsoever shall arise during the bid process unless and until a formal contract/ agreement is signed and executed between DoIT&C (or any other designated agencies such as District Administration of the respective District) and the successful bidders.
14. In case, a dispute arises with regard to interpretation/ omission/ error in the RFP, SLA, and
MOU documents; the decision of the Secretary- IT&C and Divisional Commissioner of the respective district will be binding to all parties.
15. Bids received without placing the receipt/DD for bid document fee in the 'Envelop-A' would be
rejected summarily.
16. Commissioner & Secretary, IT&C reserves every right to
(i) make necessary changes in the terms of the RFP, and
(ii) Reject any or all Bid-Proposals without assigning any reason thereof.
17. Bidding procedure have been defined in ensuing chapters.
18. No further discussion / interaction will be held with the bidders whose bids have been rejected / disqualified.
CHAPTER - 3
IMPORTANT DATES
05/01/2012 10:00 Hrs
Office of Commissioner & Secretary, IT&C, Yojana Bhawan, Tilak Marg, Jaipur
2 Date of Pre-Bid Meeting 12/01/2012
at 12:30 hrs
DoIT&C, First Floor, Committee Room, B- Block, Yojana Bhawan, Jaipur (Raj.)
3
4 Last Date & Time of Submission of Tender document
06/02/2012 up to 14:30hrs
5 Date & Time of Opening of Technical Bid
06/02/2012 at 15:30 hrs
DoIT&C, First Floor, Committee Room, B- Block, Yojana Bhawan, Jaipur (Raj.)
6. Date & Time of Opening of Financial Bid
Will be intimated later to all the technically qualified bidders
7. Tender document can also be downloaded from
CHAPTER – 4
ELIGIBILITY CRITERIA
4.1 The Bidder must be a company incorporated under Indian Companies Act, 1956/The Partnership Act, 1932/Firm/Sole Proprietor/NGO/Society registered under Society Act.
4.2 The Bidder should be an established, reputed and reliable Service provider in the field of providing ICT based services to citizens and should have at least 3 (Three) years of proven experience of providing similar services, in India, as on the date of submission of bids. The Bidder should attach copies of the customer purchase orders, contracts which should indicate the deliverables and the scope along with a customer’s certificate on bidder’s satisfactory performance under the respective project(s).
4.3 The Bidder must possess and submit along with the technical bid the following documents valid as on date of submission of bids a) Service tax Registration Certificate , b) registration certificate under the relevant act such as Company’s Act / Societies registration act etc. , Bidder should provide an attested & valid copy of all the above mentioned certificates along with technical bids.
4.4 The Bidder must have his own support infrastructure facilities in India, so as to serve at all project locations as listed in this RFP.
4.5 The average annual turnover of the tendering firm (parent company or subsidiary company) should be more than Rs. 50 Crores (Rupees Fifty Crores only) of the last three consecutive financial years (2008-09, 2009-10, 2010-11) in respect of Information Technology (IT) infrastructure and related services. Copies of the Audited Annual Reports and a CA Certificate to this effect should be attached along the bid.
4.6 The Net Worth of the Bidder should not be less than Rs.5 Crore for the last financial year (2010-11) in respect of Information Technology (IT) infra-structure, Telecom & ITES related services. A copy of the CA Certificate to this effect should be attached along the bid.
4.7 At least 100 ICT outlets (kiosks / counters/ centers) owned, managed &run by the Bidder delivering services to citizens.
4.8 Applications will not be entertained from companies/firms who are under a declaration of ineligibility for corrupt and fraudulent practices issued by the Government of India ("Gol") or any other State Government/ PSU.
4.9 The parent company of any subsidiary company, which is seeking qualification on the financial strength of its parent, would have to give a written undertaking that it would bear all financial liabilities of the subsidiary with regard to "The Assignment' and vice versa as the case may be.
4.10 The parent company of any subsidiary company, which is seeking qualification on the technical strength of its parent, would have to give a written undertaking that its technical capabilities/resources would be available to the subsidiary company as and when required & vice versa as the case may be.
CHAPTER - 5
5.1 RajOnline Project
Raj Online is a SPV of the State Government having an objective of electronic delivering various services. The SPV is proposed to adopt various roles. At a basic level, the SPV conceptualization is to strengthen the e-Mitra Scheme by incorporating best practices and addition of services on behalf of the Government at the State level. In the process of strengthening, however, the SPV can coalesce diverse stakeholders to work through common institutional and contractual frameworks, facilitate Government outreach, monitor the outcomes being achieved by the kiosks, undertake capacity building, loop best practices, standardize design, content and processes into a replicable collaborative framework and so on as decided by Government of Rajasthan or authrosied agency from time to time. The SPV not only can help develop the basket of services that is to be offered by the e-Mitra kiosks, but also help support a revenue model. Its presence and role can help ensure the very sustenance and streamlining of the e-Mitra scheme.
• Facilitating Government Outreach through e-Mitra kiosks: e-Mitra kiosks are the delivery points for Government, private and social sector services to rural citizens through a like-minded public and private enterprises in a collaborative framework. The e-Mitra kiosks would facilitate the Government outreach to citizens. As an apex facilitation agency to catalyze service delivery and Government shareholding, the SPV is expected to play a key role in enabling accelerated rollout of these services.
Roles of SPV:
• Facilitate the Development of a Service Basket: Content and Services form the backbone of the e-Mitra Scheme. To this effect, selection, aggregation and customization of content and services, at a central level, would be crucial to the scheme’s success. Designing citizen-centric services and dependable service delivery mechanisms will be an important task for the SPV. The SPV will design a basket of services that can be offered through the kiosks depending on the region, culture, business environment and other factors. Innovative services in the G2C segment with high-growth potential would be devised. The SPV can design content and services would involve back-end support in the form of a content management system, content delivery platform, service delivery infrastructure as well as usage analysis systems for quick feedback and monitoring. The SPV can develop adequate frameworks for the same and build workable models of demonstrable revenue potential.
5.2 e-Mitra Project:
e-Mitra is an ambitious project of the state government under which 33 Districts of the state using Public-Private Partnership (PPP) model for the convenience and transparency to the citizen to deliver the services almost at their doorsteps. It aims to use an e-platform to provide all Government information and services to rural and urban masses under one roof through kiosks on a PPP model. The scope of services that can be provided through e-Mitra kiosks is not limited to
State Government domain but it may also include services of Central Government departments and also private sector organizations like LIC, BSNL, Mobile phone service providers, Internet Café and many more. In private domain, it will provide services like Cable TV, Insurance, Ticket Booking, Gram Haat, Tele-Medicine, Tele-education, Internet Access, etc.
5.3 Objective of e-Mitra Project:
The objective of e-Mitra is to provide wide range of citizen friendly Services of different departments under one roof so that the citizens do not have to run around various departments. Its aim is to deploy information & communications technology (ICT) for the benefit of the masses.
To implement the project across the State, the State Government has established District e-Mitra Societies at each District under the chairmanship of respective District Collector. The e-Mitra Project is implemented through these societies under the Technical guidance of Department of IT & C. The societies have further identified Local Service Providers (LSP’s) to establish the kiosk/service centers to provide various state government/center government and other private sector services under one roof.
Under the e-Mitra project, a citizen can avail three kinds of services from any e-Mitra kiosks across the State –
o Payment Collection
5.4 The e-Mitra Scheme
a. Centers/Kiosks under e-Mitra are envisioned as the front-end service delivery points for Government, private and social sector services to urban citizens of Rajasthan. The idea is to develop a platform that can enable Government, private and social sector organizations to integrate their social and commercial goals for the benefit of urban populations in the remotest corners of the state through a combination of IT as well as non-IT services.
b. The aim of this scheme is not merely to roll out ICT infrastructure but to build a network of urban businesses across Rajasthan. To that effect, the e-Mitra Scheme has been designed to create a value proposition for all stakeholders and alignment of their economic interests.
c. The e-Mitra Scheme is envisaged to be a bottom-up model for delivery of content, services, information and knowledge, that can allow like-minded public and private enterprises - through a collaborative framework - to integrate their goals of profit as well as social objectives, into a sustainable business model for achieving rapid socio-economic change in Rajasthan.
d. But beyond a delivery channel the e-Mitra can play a role of an effective “change agent” that would provide a structured platform for socially inclusive community participation for collective developmental activities. Such change, it is proposed, would be undertaken through three important components:
i A Public Private Partnership (PPP) Framework
ii Urban Entrepreneurship and Market Mechanisms
iii Government policy and support
5.5 Components of e-Governance model
There are two major components of the e-Governance project. One is Back Office processing and the other is Service Counters.
(I) State Data Center :-
• The State Data Centre (SDC) has been set up by Government of Rajasthan which houses all the critical ICT infrastructure and applications under a unified and secured environment and facilitates vertical and horizontal integration of departmental data and services. The SDC is operational on 24 x 7 basis except the scheduled maintenance period and permissible down-time. All major Government Buildings/ Departments have been provided connectivity to the SDC. Web-based e-Mitra portal (www.emitra.gov.in) is also hosted at SDC, Yojana Bhawan, Jaipur. All the G2C services at kiosks would be delivered through this portal. All the participating departments and service counters will hook-on to SDC to make the system work.
• All critical communication and computing equipments like Core switches, Routers, Firewalls, IDS, SAN, database and web servers procured under different flagship projects have been installed at the SDC. It is envisaged that SDC would also act as Network Operations Centre (NOC) for the State Government Secretariat Local Area Network (SecLAN) and upcoming Rajasthan State Wide-area Network (RajSWAN) Project. Servers installed at SDC would house all important applications like e-Mitra, E-procurement, Document Management System, State GIS, and Work Flow etc.
(II) Service Counters –
• Citizens will be able to avail services related to multiple departments/ organizations at e-Mitra counter.
• Right from deposition of application comprising of financial transaction to final deliverable collection, every activity will take place at these counters. Only for the cases where there is some statutory requirement of personal verification, will the citizen be required to go to the concerned government functionary.
• As many activities as possible out of complete cycle will be I.T. enabled but where ever there are legal limitations, the activities will be carried out manually. The main objective is to prevent common man from harassment of running to multiple points in the government offices for getting his work done.
• Suitable policy changes to enable e-delivery of services are also in scope.
• To make this contact point efficient, either the interface will be through web or through these counters, which are managed & operated by private partners (Local Service Providers).
• The service delivery will be on a charge basis so as to make the system self- sustaining. For services that any government department/ organization wants to avail
of, like bill/ taxes collection and awareness generation, the payment of service charges will be made by the concerned department. While in case of services which are rendered on citizen’s demand, e.g. Caste Certificate, Death/Birth Certificate etc. the payment will be made by the citizen himself.
5.6 State’s e-Governance Framework
The State’s e-Governance Framework developed by the government is represented as below:
5.7 Stakeholders of the e-Mitra Scheme
The Local Service Provider (LSP) would be the prime driver of the e-Mitra Scheme. The e- Mitra structure is envisaged as follows:
Kiosk Owner: The Kiosk Owner is the key to the success of the e-Mitra operations. A good Kiosk Owner would be the one who has good entrepreneurial skills, strong social commitment as well as respect within the community. The Kiosk Owner would manage the e-Mitra business at the ground level. Selection and proper training of the Kiosk Owner would play a vital role in effective implementation of the e-Mitra. Kiosk Owner will report to LSP.
Local Service Provider (LSP): The LSP would undertake activities including effective delivery of government services as identified by the Government of Rajasthan from time to time, harnessing the State network, identifying and training the Kiosk Owners, establishing the e-Mitra Centers/Kiosks (either directly or through the Kiosk Owner), supplying, aggregating and updating content and services and so on. The LSP would be responsible for the overall management and sustainability of the e-Mitra scheme. The LSPs are private partners who would set up and manage e-Mitra Centers/ Kiosks through which services of different departments shall be provided to citizens. Several other services of public interest, which are outside government domain, could also be added on to the delivery channel developed by LSPs.
Department of Information Technology & Communications (DoIT&C):- The DoIT&C would act as overall co-coordinator on behalf of State Government for successful implementation of the e-Mitra scheme. On behalf of the State Government, DoIT&C reserves the right to amend the services and service delivery mechanisms.
District E-Governance/ e-Mitra Society:- At district level, the District e-Mitra Society will co-ordinate and perform all day-to-day activities including financial management required to deliver services through e-Mitra Centers/ Kiosks and would also interact with the user departments to ensure efficient and timely delivery of services.
Citizen:- Citizens would avail services through the e-Mitra Centers/ Kiosks and make payments including Transaction Charges to e-Mitra Centers/ Kiosks where ever applicable.
Departments/ PSUs: - The Departments/ PSUs would allow LSPs to deliver their services to citizens through e-Mitra Centers/ Kiosks.
5.8 Objective and related information of e-Mitra Project:
a. The aim of the e-Mitra scheme is to establish e-Mitra kiosks to facilitate the citizens of urban areas across the Rajasthan state.
b. Local Service Provider will be free to decide the locations to open e-Mitra kiosks as per the volume of transactions but as the District e-Mitra Society is the monitoring unit of LSP, so LSP will obtain a prior permission from District e-Mitra Society of respective district before commissioning any Kiosk
c. District e-Mitra Society will decide on how many kiosks are to be opened in its district, however, DeGS will also ensure the financial viability of the existing kiosk before granting permission for a new kiosk in that locality.
d. An approximate radius of 500 meters from existing kiosks would be required for setting up a new kiosk. However, DeGS may relax this condition depending on the volume, business and requirement of kiosks in that location.
e. The LSP would be supposed to setup the Kiosks preferably in a premise which is owned/ rented by LSP/ prospective Kiosk owner.
f. The DeGS may at its discretion ask the LSP to increase/ decrease the number of e- Mitra Kiosks from the existing number of kiosks in the concerned District, on mutually acceptable terms and conditions.
5.9 Nature of Government Support
a. No Capital Subsidy and revenue support is envisaged under the e-Mitra Scheme.
b. Government of Rajasthan reserves the right to amend the guidelines of the services for better roll out of the services.
c. To ensure sustainability, it is proposed that the LSPs may also provide B2C/ B2B services through e-Mitra Centers.
5.10 Connectivity
The LSP will be required to make their own arrangements for network connectivity at the Kiosks (e.g. through broadband/ Leased Line/ VSAT/OFC etc.) but with a minimum bandwidth of 256 Kbps and would also bear the cost for same for the entire project/ contract period.
5.11 The e-Mitra Service Profile
a. The e-Mitra Kiosks would offer a multitude of services ranging in the areas of e- Government, education, health, agriculture, commercial, retail, etc. It is to be noted that delivery of Government services would be mandatory for the e-Mitra Kiosks. LSP will have to take proactive measures to encourage citizens to use the e-Mitra Channel for availing the G2C and G2B services.
b. The e-Governance roadmap of Government of Rajasthan envisages government services to be delivered through e-Mitra Kiosks. An exhaustive coverage of the government services identified is provided in this document. LSP should strive for increasing no. of government services and volume of those. Indicative list for G2C & G2B services is described at Annexure-‘B’.
5.12 Restructuring delivery of social development related services in urban areas of Rajasthan
a. A Platform to create demand-driven market structures in urban areas of Rajasthan: The e-Mitra Scheme would focus on creating effective market mechanisms for demand- driven delivery of services in a PPP framework. Such mechanisms can provide the right springboard for citizen empowerment with minimum government intervention.
b. A cost-effective distribution pipe for urban citizens: The e-Mitra Network would be a distribution pipe through which the Government can distribute its various Schemes and offer its services directly to the consumer, in a cost-effective manner. Apart from e- Government services, the e-Mitra Kiosk can be a delivery mechanism for offering private sector services like education, adult literacy, telemedicine, agriculture extensions, community health and hygiene, critical data on weather, disaster management, entertainment, communication, awareness, vocational training, etc.
c. A transparent framework to deliver Good Governance in Rajasthan: The e-Mitra Scheme, by virtue of its design, would create a transparent platform for direct delivery of e- Governance services as well as social development activities to the consumer. Such a system would provide the right impetus to promote Good Governance in Rajasthan.
CHAPTER -6
The responsibilities of the LSP would include the following:
a. Scouting and Management of Kiosk owners: The LSP would scout for e-Mitra Kiosk owners from a given District, it has been selected for. It is important that the right e-Mitra Kiosk owners are selected through an appropriate selection and training process. The LSP can either open the kiosks on its own or through franchisee. The LSP will need to sign a legal agreement with the e-Mitra Kiosk owner clearly delineating his/ her respective roles, responsibilities, commercial terms including security to be deposited by e-Mitra Kiosk owners with the LSP, tie-ups, technical support to be provided by LSP to e-Mitra Kiosk owners, service-level liabilities etc. The agreement, amongst others, will also provide the provisions to be applicable in case of termination of the contract between LSP and e-Mitra Kiosk owners, replacement of e-Mitra Kiosk owners, refund of security etc. The LSP would be responsible for maintaining all the documents and database of information related to the e-Mitra Kiosk owners and will also provide necessary technical support and training to e- Mitra Kiosk owners. Prior to commencement of the operations, LSP will submit a certified copy of the legal document (agreement) duly signed with each of the e-Mitra Kiosk owners, to District e-Governance Society. This document should have all the necessary information as cited above.
b. Selecting Kiosk Owners: While selecting kiosk owners, LSP shall abide by the criteria set by State Government. The minimum criteria for the same are: e-Mitra Kiosk owners should be resident of Rajasthan State & should have no history of criminal/ fraud/ default/ other offences.
c. The LSP will be a single point of contact with the District e-Governance Society for all operational purposes. The LSP shall appoint a Nodal Officer for each of the district where it operates in, who would be the contact point with District e-Governance Society. In case of increase of number of kiosks/ business volume, LSP is required to depute more manpower resources.
d. Training of Kiosk owners: It will be the prime responsibility of the LSP to train the Kiosk owner on various aspects of the e-Mitra business, particularly the delivery of services, IT skills and entrepreneurship skills. The personnel deployed at e-Mitra are to be trained in public dealing and customer-orientation aspects as well. They are expected to be courteous while dealings with citizens and give special consideration to old, infirm and handicapped. Whenever a new service will be added or if the government/ DeGS feels the need of training, then the LSP will have to conduct the training of the kiosk owner. Regular trainings for upgrading the skills of kiosk owners are the responsibility of the LSP. LSP will be responsible for training manuals, awareness generation, sensitization and motivation of kiosk owners.
e. Government Services: The LSP would manage relationships with DOIT&C/ its authorized agency for provision of services through the e-Mitra Centers/ Kiosks. The LSP will be required to interface with the State Government Agencies and District e-Mitra Societies to collaboratively work on improvement of services offered and introduction of new services from time to time. The LSP will be responsible to generate all necessary report and submit
to the District E-Governance Society as envisaged. Whenever LSP adds a new B2C, it will share the manual (interface/ integration/ username and password/ MIS reports) and revenue model with DoIT&C.
f. Back-End Support: The LSP shall ensure adequate back-end support to the Kiosk owner. The LSP should also appoint technical engineer who attend the calls and for quick redressal of queries by the Kiosk owners. LSP should depute a team at each of the districts, which will coordinate the activities with the kiosk owners.
g. Day-to-Day Management and Follow-up: The LSP should ensure that each and every Kiosk owner is involved in effective delivery of content and services. The LSP team at the district should also provide appropriate support to drive the e-Mitra profitability.
h. Content and Service Management: At the back-end LSP will integrate the G2C and B2C content services and also integrate with the appropriate payment gateways. Statement of B2C services delivered by their own portal would be submitted to DoIT&C on a quarterly basis.
i. Monitoring and Supporting Kiosk owners: The LSP shall monitor the Kiosk owner at all times for which sufficient two-tier infrastructure/ manpower will be deployed. LSP will provide adequate support for smooth functioning of e-Mitra. The performance of LSP will be judged on the basis of the cumulative performance of all Kiosk owners associated with it. It is the responsibility of the LSP to ensure cross-pollination of best practices across the various Kiosk owners under its areas of operation to ensure the success of the e-Mitra Scheme. The LSP should make provision to enable DoIT&C/ DeGS to monitor all aspects of operations and management of e-Mitra Centers by devising appropriate Management Information System(s) (MIS).
j. Ensure Connectivity for Kiosk owners: All e-Mitra Centers will have to have Internet enabled connectivity with sufficient bandwidth (minimum 256 Kbps) to deliver Government Services to citizens (Broad Band Connection wherever feasible). The LSP will interact with the State Government and various Telecom Providers including BSNL to workout appropriate last-mile connectivity to the e-Mitra Centers. Securing a reliable connectivity to e-Mitra will be critical for success of the Scheme. Therefore, bidder will have to propose a reliable, convincing and acceptable solution for providing connectivity to e-Mitra.
k. Fund Collection and Reconciliation with Line Departments: Fund collection within the stipulated timeframe as per RFP would be the responsibility of LSP and reconciliation of accounts with the Line Departments would also be the responsibility of the LSP.
l. Manage Service Delivery: The LSPs would integrate suppliers, partners, the State Government and the e-Mitra Centers and customers into a Web-enabled value chain. The key challenges for the LSP would be to manage secured, safe and trusted service delivery channel on one hand and integrate pieces of the service delivery chain on the other. The LSP shall maintain the security and integrity of the data, business processes and transactions at all times and protect all the assets of the project, intellectual and physical. The LSP shall have complete responsibility for the managerial, technical, financial, HR, logistics and other resources and ensure its viability, visibility and high quality of performance of the e-Mitra. DoIT/GoR will monitor delivery of Government Services to be delivered by LSP, on regular basis.
m. Marketing of e-Mitra to encourage Citizens to Avail Government Services through e-Mitra Centers/Kiosks: The LSP will sensitize the citizens about the benefits from the e-Mitra and will promote the use of e-Mitra Centers/Kiosks in the urban areas through the state-level and local promotion campaigns. The publicity and advertisement material should be in conformity with the general guidelines issued by DoIT&C/District e-Governance Society/e- Mitra Society and shall not be in violation with provisions of the Press Act. The LSP will take all action necessary to ensure that more and more citizen avail government services offered via e-Mitra kiosks. To that effect, each kiosk will display a list of the G2C services being offered and corresponding transaction-charges. The display will be in Hindi language and at a prominent place (should be readable from 25 meter distance) so that it attracts attention. Further, the contact details of the respective LSP and District e-Governance/e-Mitra Society will also be displayed so that the citizen could establish contact to competent authorities in case face difficulty in availing G2C services at e-Mitra Centers/Kiosks. A complaint/suggestion register will also be maintained at each e-Mitra Centers / Kiosks and be placed at prominent place within the e-Mitra Centers/Kiosks premises Also, Display board should display time of operational hours of kiosk, LSP name, kiosk’s ID and Helpdesk number.
n. Help Centre: A centralized help desk would be set up to provide assistance 24×7 to all the districts and information on these help centres needs to be published and communicated to DeGS.
o. B2C Services: Besides delivering Government services, LSP could add private services which can be delivered through e-Mitra kiosks. However, the private services to be provided through e-Mitra Centers/ Kiosks must be in conformity with the rule of the land and the guidelines issued by the State Government/ DeGS from time to time. In case an e-Mitra Center/ Kiosk is found to be delivering private services which are not in conformity with the guidelines issued by the State Government, the DoIT&C/ DeGS will ask to stop delivery of such services.
6.2 The e-Mitra Center /Kiosk Owners:
The roles and responsibilities of the Kiosk owners would include the following:
a. Effective Service Delivery: The Kiosk owner, through the corresponding e-Mitra, will act as a service delivery point where he/she delivers services through which the population of the catchment area benefits.
b. Marketing and Promotion: The Kiosk owner should be actively involved in marketing process of the given products and services and devise innovative methods for attracting more and more customers to the e-Mitra.
c. Feedback: The Kiosk owner should provide feedback at a regular interval to the LSP/authorized agency on enhancing services and also to improve processes for better delivery. LSP will institutionalize feedback system through a web enabled interface.
d. Catalyst for change: The Kiosk owner is an entity that has to bring about a change in his environment by using ICT as a tool. It is therefore important that the right Kiosk owner is selected through an appropriate selection and training process. He /She is an entrepreneur who will run his business by using the
network. In other words she should try to impart knowledge and try to educate the population.
e. The Kiosk owner will endeavor, without any prejudice, to provide all services to the citizens and maintain cordial relationship with Government.
6.3 Department of IT & Communications (DoIT&C)
The responsibilities of the DOIT&C/ its authorized agency will be as follows: The DoIT&C would act as a nodal agency and overall co-coordinator on behalf of State Government for successful implementation of the e-Mitra scheme.
a. Appointment of a Nodal Officer: DoIT&C would appoint a Nodal Officer and a core implementation team to represent the State and provide all state level support for smooth implementation of the e-Mitra scheme.
b. Facilitate e-readiness of the State: DoIT&C would co-ordinate with State Departments and appropriate officials to develop an implementation plan for delivery of e-Government services. DoIT&C would also coordinate and facilitate interactions with various internal departments
c. Provide policy and regulatory support: DoIT&C would facilitate any policy of regulatory support that the LSP or any other stakeholder may need to successfully implement the Scheme in the State
d. Select Local Service Provider (LSP): DoIT&C would undertake appropriate bidding and selection processes within the framework of the State rules and regulations to induct LSPs into the e-Mitra Scheme.
e. Facilitate awareness campaigns: DoIT&C would undertake the necessary steps to promote and publicize the e-Mitra amongst all stakeholders, customers, content /service providers, etc.
f. Facilitate training and capacity building: DoIT&C in association with DeGS/Line Departments/LSPs would undertake appropriate training and capacity building programs to gear up the State Departments to facilitate e-Government services through the e-Mitra kiosks.
6.4 District e-Governance / e-MitraSociety:
6.4.1 The District e-Governance Society constituted by the Government in each district is responsible, on behalf of Government, to coordinate and monitor the implementation and operation of the e-Mitra Scheme in the respective districts. The District e-Governance Society, through the Districts Administration, shall nominate a nodal officer for each department with whom LSP will require to interact for smooth operation of day-to-day functioning. The Society may communicate to LSP through fax, e-mail or courier, or even by word of mouth in time of emergency, which subsequently would be supplemented with a communication in writing.
6.4.2 The e-Governance Society is competent to make administrative decision to ensure smooth and efficient operation of the e-Mitra Scheme.
6.4.3 The respective District e-Governance Society shall issue certification letter to kiosk owners after verifying IT infrastructure, connectivity, e-readiness, training, display board, citizen charter. The kiosk owner will affix this certificate at his kiosk. On the written request of LSP for any disciplinary action on the kiosk owner (non-performance, financial irregularities, non- compliance of GoR directions, etc.) respective DeGS will cancel the certification. In this case, when the LSP deactivates its kiosk from the e-Mitra portal, he would immediately inform about the same in a formal manner to respective DeGS.
6.4.4 The e-Governance Society will provide LSP with the information that may require for smooth and effective running of e-Mitra Scheme. Such as, copies of latest rules, regulations, and procedures applicable to the Scheme; tax/fee structures applicable; Calendar of operations for the e-Mitra etc.
6.4.5 The e-Governance Society will provide sample of pre-printed and authenticated stationery and publicity material to LSP which should be used at the e-Mitra. LSP will have to bear the cost of the stationary and publicity material. However LSP is free to procure necessary stationary from market. In such case the format & content of such stationary should be approved by District e-Mitra Society.
6.4.6 The Government Services being delivered through e-Mitra are of two categories. For the first category, that includes those services which involve payment of Government demands/levis/taxes by citizen. For this category of services, the Society will release the share of LSP (Per Transaction Charges) on a monthly basis on receipt of claim/ invoice from the LSP duly verified by the concerned office of the District e-Governance Society. However in case of DISCOM and PHED, the LSP would raise the bill to DeGS in favour of line department for verification between 1st to 10th of each month and upon its approval from DeGS (in form of issuance of order by DeGS for deduction of the commission at source under intimation to department), the LSP would deduct its commission share of 80% and 90% from line department revenue of the subsequent month (DISCOM and PHED) respectively. In case of the other category of services, which involves delivery of document- centric services to citizens on their request, the LSP/Kiosks will directly receive the due service charges from the citizens in addition to the amount to be deposited in Government Account against the service being availed by the citizen. For both categories, DeGS will have a 10% commission share in the transactions made on e-Mitra Portal. The District e- Mitra/Governance Society will not bear any other incidental expenses, stationery charges etc. Respective districts will be the judicial area.
6.4.7 The respective District e-Governance Society shall not be responsible for any claim/damage awarded for possible deficiency in service attributable to any act of omission/fraud/theft/missing etc. committed by the staff of LSP/Kiosk either wilfully or by negligence or whatsoever. LSP will further indemnify e-Governance Society by depositing a security amount as mentioned elsewhere in this document.
6.4.8 The respective District e-Governance Society will provide LSP complete access to its database with the right to update the same. The LSP/Kiosks would not create, edit, duplicate or generate hard/soft copies of any transactional data related to the delivery of government services. Nor will the LSP/Kiosk disclose or use the data available with it for purposes other than that related to fulfilling its mandate of e-Mitra project. DeGS/concerned
departments can inspect the physical infrastructure as well as the data available with the LSP or at the kiosk.
6.4.9 The LSP will be liable in an event of data disruption taking place at the LSP Centre/e-Mitra kiosk. Disruption of data at LSP/Kiosk level shall attract liquidated damages on LSP as mentioned in penalty clause of this document.
6.4.10 To facilitate interaction with DoIT&C and LSP/Kiosk, the respective District E-Governance Society will nominate a nodal cell so that a single point of contact is established. Information about the nodal cell setup at District e-Governance Society will be intimated to citizen and disseminate along with its contact detail. The Society will make available relevant statics, information and copies of rule/circulars in soft copies to DoIT&C and LSP/Kiosks.
6.4.11 The respective District E-Governance Society will ensure timely redressal of grievances of consumers and public at large, received through the LSP/E-Mitra.
6.5 Departments/ Public Sector Units (PSUs)
• Would allow the LSPs to deliver their services through the e-Mitra Kiosks
• Would dispose all the transactions carried through the e-Mitra Kiosks within the stipulated time period
• Would address the grievances which may arise out of e-Mitra mechanism.
• Would timely reimburse the per transaction charges to DeGS/ DoIT&C on a monthly basis at earliest on receipt of formal bill raised by DeGS/ DoIT&C.
• Necessary policy changes to enable service delivery through e-Mitra kiosks.
6.6 State Specific Information
a. Rajasthan is a vibrant, exotic State where tradition and royal glory meet in a riot of colors against the vast backdrop of sand and desert. It has an unusual diversity in its entire forms- people, customs, culture, costumes, music, manners, dialects, cuisine and physiographic. The land is endowed with invincible forts, magnificent palace, rich culture and heritage, beauty and natural resources. This abode of kings is one of the most exotic locales for tourist world over. The State has not only survived in all its ethnicity but owes its charisma and color to its enduring traditional way of life.
b. Geographically, the State is situated on the North – West corner of the Indian sub- continent. The State lies between 23 ° 03’ and 30° 12’ North latitudes and 69° 30’ and 78° 17’ East longitudes.
c. Rajasthan features among India’s top performing regional economies. Continuously improving telecommunication infrastructure as a result of ‘Free Right of Way Facility’ has provided much needed thrust to the I.T. sector. Government is in process of establishing ‘Knowledge City’ and ‘I.T. Corridor’ with an objective of providing ready I.T. infrastructure for entrepreneurs interested in setting up their ventures in the State.
d. Rajasthan has been in the forefront of Economic Reforms. It was the first State in the country to adopt the International Competitive bidding route for setting up power projects. It was also the first in the country to announce a State Road Policy, facilitating the entry of private enterprise in the Roads sector. The Mineral, Marble and Granite policies of 1994
have promoted scientific exploration and exploitation of the State's rich minerals. The Industrial Policy 1994 has brought about a significant change in its investment climate. The Rural Non Farm Policy of 1995 - the first of its kind in the country - has helped focus efforts on growth and employment through rural industrialization.
e. With a series of policy initiatives taken in the last few years, most roadblocks to the private sector's entry in Infrastructure have been removed. The State is poised for significant developments in the Power Sector. The prospects for development of Solar energy are promising. There are indications of a significant oil and natural gas reserve, which could change the face of Western Rajasthan's economy.
f. Rajasthan is now amongst the six fastest growing States of the country. The State income of Rajasthan in 2001-02 at current prices was estimated at Rs.792, 618 million in 2001-02 as against Rs.569,125 million in 1997-98, registering an average annual growth rate of 8.8 percent. The per capita income at current prices was placed at Rs.13825 in 2001-02 as compared to Rs.10974 in 1997-98 showing an average annual growth rate of 6.1 percent.
g. Rajasthan is the largest State in India with an area of 342,239 Sq. kms and has a population of more than 69.32 million (Census 2001).The State, in its present form, is a conglomeration of 19 princely States and 3 chief-ships, which varied in size, population, administrative efficiency, and the level of socio-economic development. Administratively, Rajasthan is divided into 33 districts, which are further sub-divided into 241 tehsils and 237 development blocks.
h. Rajasthan has emerged during the last decade, as one of the favourite tourist destinations in India for both domestic and foreign tourists. The State receives 0.60 million of the 2.3 million foreign tourists who visit India annually. Additionally over 50 Lakh domestic tourists also visit Rajasthan annually. The world famous "golden triangle" comprising of Delhi-Agra- Jaipur has put Jaipur on the world tourism map. 60% of international tourists visiting India, come to these places. Recognising the potential attractions that Rajasthan has to offer to domestic and foreign tourists, the Government has accorded Tourism a special status.
: District Map of Rajasthan
i GEOGRAPHICAL PROFILE
Average Rainfall In Mms. 575
ii ADMINISTRATIVE SET-UP (Census 2001)
Revenue Divisions No. = 7
Revenue Districts No. = 33
Inhabited Villages No. = 37,889
Gram Panchayat No. = 9,184
• Municipal Corporation No. = 3
• Municipal Councils No.= 11
• Municipal Boards No. = 169
iii POPULATION (2001 Census)
Density Per Sq. Kms. 165
Sex ratio Females per `000 males = 921
6.7 Bidding Unit for the e-Mitra Scheme
a. The State of Rajasthan has seven (7) Divisions covering thirty-three (33) Districts. A table comprising name of districts fall in each of the 7 Divisions is provided below. Each district has several blocks under them depending upon the geographical coverage and population, currently there are 237 blocks in the State. The blocks are further divided into Villages; there are 39,753 Census Villages (2001) in the State. For the purpose of deployment of e-Mitra kiosks in the State, a District has been
considered as bid unit for bidding purposes. The Bidder may bid for one or all the 6 i.e. Bharatpur, Jaisalmer, Jhalawar, Karauli, Pratapgarh & Sirohi districts in the State.
b. Details of the Process of award of Rate Contract to LSPs is explained in Chapter 12 of this document.
c. Names of the Divisions along with the districts under them are given below:
Exhibit 1: Bid Units /List of Districts S.No
. Division Districts(Bi
Sirohi Dausa Banswara
Pali Alwar Dungarpur
Jalore Jhunjhunu Rajsamand
Jaisalmer Sikar Chittorgarh
Sawai Madhopur
Bhilwara Hanumangarh
Nagaur Churu
CHAPTER -7
7.1 Connectivity
a. The LSP will have to make arrangements for connectivity between the SDC and e-Mitra kiosks to deliver services to citizens through e-Mitra kiosks. The LSP may have to explore various options to meet connectivity requirements. Every bidder should enclose a comprehensive framework for providing connectivity to e-Mitra Kiosks. Bidder will have to propose a reliable, convincing & acceptable solution for providing connectivity to e-Mitra Centers (i.e. In case a bidder is not a service-provider in Rajasthan then proof of agreement with a service provider in Rajasthan will have to be submitted along with the bid). This is one of the necessary conditions for bidders to qualify in Technical Evaluation.
Horizontal connectivity for LSP/ Kiosks at various levels (State HQ, District HQ and Tehsil HQ). The internet connectivity modes can be:
o Broadband (Minimum 256 Kbps or more)
o Leased lines (Minimum256 Kbps or more)
o Wireless or other media with minimum 256 Kbps internet speed.
b. Until the above mentioned connectivity options are made available, LSP will have to work out alternative arrangement for connectivity (e.g. through broadband) at their cost. No financial support will be provided for this purpose and hence the costs of such options need to be reflected in the business model submitted by the potential LSPs for relevant bid unit.
c. Internet connectivity to e-Mitra Kiosks: It is expected that in due course of time most of the e-Governance services would be web-based and e-Mitra Kiosks would depend on internet connectivity which would be provided by the TSPs having ISP license. However, for the current situations as explained above LSP would work out its requirement of internet bandwidth for e-Mitra Kiosks under its fold through BSNL or any other ISP, with appropriate charges, as applicable.
d. IT Architecture at the LSP Level
(a) The LSP would act as a Service Access Provider (SAP) and network manager for e- Mitra Kiosks. For this purpose, it is expected that the LSP should utilize the existing Application software developed by the DoIT&C (i.e. http://www.emitra.gov.in). The architecture of the application software includes following parameters: (i) Web-Based Application- J2EE framework with Oracle 10G as RDBMS Hosted at State Data Center, Yojana Bhawan, Jaipur. The DoIT&C may allow LSP to use the services of the application for free of cost and provide required training to personnel of LSP to use the Application. The LSP in turn will be responsible to impart training to the Kiosks.
(b) The e-Mitra will be the delivery point where the services of the Government and non- government businesses will be delivered to the end user – a citizen. The e-Mitra kiosks will be connected to the SDC through any of the connectivity options –broadband, data card, or services of other network services providers or Internet or a combination of such options.
(c) The LSP will extend technical support to a kiosk and undertake critical services such as remote diagnostics of the e-Mitra IT infrastructure and provide training and guidance to manage the e-Mitra. From a technology perspective the LSP/ e-Mitra relationship is discussed hereafter.
(d) LSP shall be the first point of resolution for all technical issues at the e-Mitra. Hence the LSP should ensure:
i. Helpdesk assistance ii. SLAs for resolution of issues iii. Provide e-Mitra with IS Security guidelines iv. Provide periodic training to KIOSK operators v. Conduct periodic review of e-Mitra environment vi. Collate data to help KIOSKs in performance appraisal vii. Provide means to upgrade software versions viii. Patch updates for operating system ix. Antivirus
7.2 IT Architecture at the e-Mitra level
i. The IT architecture at the e-Mitra should have the following features:
i A simple architecture.
ii Robust integration at the levels of LSP. LSP would act as a Service Gateway for the E-Mitra.
iii The e-Mitra would operate under a well regulated and controlled environment
iv The e-Mitra will require computing capabilities in the form of PCs, printers, operating system and other related hardware such as Dot Matrix printer, scanner, web camera. It is envisaged that e-Mitra’s would require a single terminal machine and as the demand increases the e-Mitra would migrate to multi-terminal environment to deliver variety of services such as distance learning, IT Training etc.
v Cost effective solutions to meet the local needs of the urban populations
vi Upgradeable hardware to handle the growth in volumes over the next 4-5 years
vii The IT Infrastructure needs to be available continuously, hence the need for power backup
viii Ensure minimum complexity in the technical environment to minimize overheads on the Information Systems
ix Should enable Cost effective data transfer/ communications mechanisms
ii. There are two major components of the e-Mitra IT-infrastructure - Digital Infrastructure and IT Software:
i. Digital Infrastructure would comprise of all onsite technology equipment, such as PCs, Printers, Laser printer, Projectors, Digital Camera, Software, and power back ups such as UPS, Genset, etc.
ii. IT Software would comprise of operating System, application for providing services, IS Security and Management and maintenance tools etc.
7.3 Suggested IT Specifications at Kiosk Level
The following Exhibit 2 gives the suggested minimum IT specifications to be followed at the e-Mitra level.
Exhibit 2: Suggested IT Specifications* for e-Mitra Kiosk Hardware
Asset Type Specifications
Computer Terminals
• Intel Pentium IV /AMD Athlon64 3000+ or Higher • 512 MB DDR SDRAM or Higher • Hard Drive 40 GB, SATA/IDE, 7200 RPM or Higher • Optical Drives CD/DVD RW • LAN/WAN supported system • Monitor, Keyboard, Mouse etc.
Printer • Dot-matrix and laser printer
Scanner • Legal
Power Backup • 1-2 Hrs backup UPS
IT Software • Office Utility Software • Operating System (Windows XP Professional or higher) • IS Security (Anti Virus)
CHAPTER -8
OPERATIONAL GUIDELINES FOR LSP
Following are some of the key operational guidelines for the LSPs to conduct and run the e-Mitra business:
a. Number of kiosks: The LSP would need to ensure to open target kiosks in district as per Annexure B and as per the Clause 12.7 under the head of “Process of award of Rate of Contract to LSPs”. Also, target number of kiosks includes the procedural takeover of existing kiosks legally. LSP shall take over all existing kiosks as per list provided by DeGS at the same terms and conditions offered to the other kiosks. In case of their denial they would consider others. This will not restrict the right of the government to open similar kiosks for providing e-gov services. In other words, the related LSP will not have exclusive right to set up kiosks in the district.
b. Legal Agreement: Successful bidder have to sign MoU with respective District e- Governance Society to become Local Service Provider( LSP) and have to sign individual tripartite MoU with Line Department & DeGS for provision of delivery of G2C services through e-Mitra kiosks. Refer to Annexure D.
c. Mandatory Delivery of G2C Services: The e-Mitra Centers will have to unconditionally provide all the services as approved and decided to be delivered by the Government of Rajasthan to the citizens from time to time in manner as prescribed by DoIT&C. The LSP would charge fees for the e-Government services as prescribed by the State Government. The LSP shall ensure distribution of all kinds of certificates (bonafide, caste etc.), procure digital signatures, licenses and other documents to citizens that may be required as part of service process notified by the Government from time to time. This would include liaison with concerning offices and collection of issued certificates from the concerning offices for distribution as may be the case. LSP would require to obtain certification of the kiosk holder from DeGS. The LSP will ensure that e-Mitra kiosks provide courier services for delivery of certificates generated at citizen’s door who wish to pay additionally for it. Charges for such services would be as per actual.
d. LSP- Kiosk Relationship-
1. The Kiosks are preferred to be franchisees or have profit sharing arrangements with the LSP to ensure a sense of ownership and provide enough incentive for the Kiosk. The same needs to be detailed in the business plan submitted by the bidder and the legal document to be signed between LSP and each Kiosk.
2. The terms & conditions of LSP-KIOSK relationship as proposed by LSP in the business plan and as agreed by DoIT&C (after changes, if any) shall form a part of MOU and the legal agreement to be signed between LSP and each of Kiosks.
e. Location of e-Mitra Kiosks: The LSP will have to setup the e-Mitra Kiosks wherever it wants to open as per the term and volume of transactions and business. The LSP would need to ensure to open maximum kiosks in district as required by DeGS. The LSP will be required to house the e-Mitra Kiosks in any premise of its choice as per the norms provided by DeGS. The LSP would have to take the concurrence of the DeGS or its authorized agency before deciding the final location. The LSP will ensure to open kiosks in urban areas only i.e. district head quarter and municipal towns level and also ensure to not open kiosk where
Common Service Center (CSC) is already running. LSPs will open at least one kiosk in each municipal town and also as per the requirement of number of kiosk to be setup decided by District e-Governance Society. The list and location of existing e-Mitra kiosk are available at http://www.emitra.gov.in
f. Physical Layout of e-Mitra Kiosks: The e-Mitra kiosk should be housed in a comfortable room of at least 150 - 200 sq ft. with adequate working space (2-3 people), furniture and storage space. The room should have cement flooring, concrete roof and pucca walls without any water leakages from any side. The room should have good ventilation and light with good space outside for parking, display boards, etc.
p. Bill of material of e-Mitra kiosk: A kiosk should have a computer, Laser printer, Dot matrix printer UPS, Inverter as per the specification mentioned in section 7.3 of this RFP. Also, a complaint/ Suggestion Register will also be maintained at each e-Mitra Centers/ Kiosks and be placed at prominent place within the e-Mitra Centers/ Kiosks premises. Display board should display time of operational hours of kiosk, LSP name, kiosk’s ID and Helpdesk number.
g. Branding of e-Mitra Kiosks: The LSP shall comply with any branding/ logo/ color scheme as prescribed by the Government of Rajasthan.
h. Physical Security at e-Mitra Kiosks: LSP would have to make his own arrangements to provide for physical security at the e-Mitra Kiosks. The LSP would have to ensure an appropriate insurance cover is in place to guard the infrastructure against any damages or trespassing.
i. Timings of Operation: The e-Mitra Kiosks shall function every day between 8:00AM to 6:00PM or as directed by DeGS (DeGS is free to decide the time schedule for operations on LSP/ Kiosks for G2C Services), except on Bank Holidays or national holidays. The Shops and Establishment Act as applicable in the State will be adhered to, if relevant.
j. Memorandum of Understanding (MOU): The LSP will be governed by the MoU, a draft of which is included in this RFP document mentioned as Annexure E and successful bidder has to sign this with the respective District e-Governance Society separately within 30 days from the date of issuance of LoI. Service Levels that would be used for regular performance evaluation of e-Mitra Kiosks operations would inter-alia include the following:
• Every e-Mitra kiosk must be operational on all working days except the National/ Bank Holidays and as decided by DeGS.
• LSP will report actual performance achieved every month to the DoIT&C/ DeGS. The LSP will also be responsible for promptly investigating failures to meet the MOU at earliest.
• Initiating and reporting problem and identify root causes of failure related to not achieving the Service Levels;
• Promptly reporting problems related to the Services, as identified, to the DoIT&C or its authorized agency that reasonably could be expected to have adverse effect on the operations; and
• Developing and implementing improvements in procedures required to prevent repeated failures
k. (i) Adherence to Service Level Metrics: LSPs are expected to ensure strict observance of Service Agreement metrics laid out in this RFP document. For additional services to be
added, separate Service Agreements will be put in place, and the Kiosk systems shall be reinforced and enhanced suitably to meet new demands and comply with the conditions specified in such Agreements. The LSP shall ensure that the kiosk keeps a citizen charter of the complete list of services available at the e-Mitra, time taken for delivery and pricing of the various services prominently. In the event that LSP fails to achieve agreed Service Levels, the LSP would have to pay liquidated damages as prescribed in this RFP document.
(ii) Security Deposits for G2C transactions cash collection: LSP would deposit an amount to the DeGS towards security in form of unconditional irrevocable Bank Guarantee issued by a Scheduled Commercial Bank payable and revocable locally at concerned district as per format provided in Annexure F, on behalf of itself and the Kiosks to indemnify government against all omissions and communions on part of all concerned, of that no interest will be paid. The amount would be as per the table mentioned in Annexure B. Such amount shall also be considered as credit limit of a particular LSP for a District. LSP will not be allowed to make transaction on e-Mitra portal beyond the credit limit given to LSPs, depending upon the security deposited by respective LSP. Credit Limit will only include cash amount and will be released when LSP deposits funds with DeGS/ Line Department.
If LSPs wishes to increase the transaction/volume on e-Mitra portal he has to deposit additional security to District e-governance Society.
The security against G2C transaction (Annexure F) should be deposited within 30 days from signing of the MOU between LSP and DeGS. Failure to deposition of this security amount will cause forfeiture of performance security.
This security deposit would be in addition to the irrevocable performance security to be deposited by the LSP.
l. Daily MIS: For reconciliation purposes LSP will provide financial statements to the respective District e-Governance Society/ Department concerned. LSP shall hand-over proper receipt to the bearer of the bill/demand note/application giving relevant details, to the concerned department/utility provider. All the hard copies should be retained by the LSP/ KIOSK and sent to the District e-Governance Society duly stamped with the inscription “PAID ON”/” Received” …….. (Date) at …………… (Counter Name) along with the accounts as per requirement of the line department. The format and frequency of the other required MIS would be as per the provision of the application software. The reports should be strictly system-generated. Reports those are not generated by the system will not be accepted and will be treated as non-submission hence the appropriate liquidated damages clause will be applicable. The kiosk operator will generate a single copy of receipt on preprinted stationary approved by DeGS to the citizen.
m. Reimbursement to LSPs: To get payments of their share (transaction charges) of the money collected, LSP would submit bill for service charges in triplicate in favor of line department or respective District e-Mitra Society, as per the direction of District e-Mitra Society, along with date wise details of the amount collected and the department wise transactions made. The District e-Mitra Society/Line department will reimburse the remaining dues (10%, 20%) in case of PHED and DISCOM and respective remaining dues in case of other categories of services to LSP within 30 days from the receipt of the bill; provided all formalities are duly completed on the part of LSP.
n. Security of Data: The LSP shall ensure that the data available with Kiosks related to the Scheme is not misused/ abused/ copied by its personnel. The LSP shall indemnify the DeGS from any claim or suit for damages that may be filed against it for breach of privacy laws by Kiosk’s employees. The LSP shall ensure that its personnel or Kiosks appointed by the LSP do not tamper with data or document provided by District Administration/E- Governance Society/ Departments meant for use by citizens. The LSP will be responsible for maintaining security and integrity of the data supplied by the District E-Governance Society/ Departments Concerned/ Government.
o. Grievance Handling: The LSP shall ensure that a complaint and suggestions book is kept at a prominent place at each kiosk to enable the citizens to make complaints and suggestions in writing. The book will be sent to the concerned Nodal Officer at the District e-Governance Society every month for his perusal and such action as may be considered necessary. The LSP shall provide online grievance monitoring system for handling the complaint received from the kiosks. The LSP shall update the status of the complaint online. To ensure effective redressal of the complaints received at e-Mitra, the LSP shall depute at least one full time technical support staff (help desk) for every District. Telephone/mobile numbers of his supervisor/district-in-charge if any and telephone number of suitable senior officer at the headquarter. The LSP should ensure that a complaint is redressed within one working day from the time its receipt. Complaints that are beyond the scope of the LSP should be transferred to the competent authority. The LSP shall update the kiosk owners (KIOSKs) about the grievance status. The LSP will be responsible for preparing and sending the monthly reports comprising of complainant’s name, date of receipt, date on which it was disposed, action taken, and time taken to dispose the complaint etc. The report should highlight the complaints with pink which has taken more than one day for disposal and with red which has not disposed up to the kiosk satisfaction. A dispute resolution committee will be constituted under chairmanship of Collector and Chairman District e-Governance Society where Nodal officers of DeGS will be member secretary and officials of line department will be other members to resolve day to day issues.
p. Operating Hours and Procedures for e-Mitra Kiosk: The kiosk should be open at least from 8.00 AM to 6.00 PM every day without failing, except on holidays. Every day the e-Mitra kiosk owners/ operators shall intimate to the server, through electronic log-in the opening time of the kiosk and log-out at the closing hours in a similar manner. In case, a Kiosk is found closed during the working hours as prescribed above, penalty will be imposed in the manner mentioned in the Exhibit 3 of this document. The LSP/ Kiosk should electronically close their Revenue Collection Register (RCR) on a daily basis and should submit the counter foils of bill/ documents/ applications/ forms etc. and daily MIS report within next working day. Failing that would attract liquidated damages as prescribed in the Exhibit 3. In case of non submission of the reports/ counter foils of bill, LSP must inform electronically to the District e-Governance Society the reason for the delay before the due time for submission. The delay in submission without informing the reason will be considered as non seriousness towards his responsibility and will be treated accordingly. Delayed submission, along with the amount equal to applicable liquidated damages will be accepted in the form of Demand Draft drawn in favor of respective District e-Governance Society.
q. Collection of Money on Behalf of Government: LSP would transfer/ deposit the dues collected on behalf of the government to designated bank account/ corpus of DeGS/ Line Departments within next working day. In case of holidays the dues would be transferred on next working day. LSP may use online fund transfer facility. In case of non deposit of the amount so collected within the stipulated time, LSP will have to pay interest to District e-
Governance Society/ Line Departments as prescribed in the Exhibit 3 in this document. Payment defaults occurring for 5 consecutive days, the GoR/ DeGS shall be entitled to forthwith stop the LSP’s access to State Data Centre, the State Portal, Raj-SWAN, Government applications, as well as any other Government support, whether physical or otherwise, and require the LSP to stop providing the Government services to the citizens through the e-Mitra kiosks including termination of the MOU.
r. Insurance of Government Cash: LSP are advised that, at its own cost will subscribe to insurance coverage for the cash handled at Kiosks to safeguard the public money against theft and uncontrolled risk like earthquake-fire & shock, Landslide/ rockslide/ subsidence, storm or similar type. In an event of loss of cash at LSP’s end because of theft or such eventualities, the cash will be recovered from the LSP (This clause is for suggestion only not compulsory).
s. The LSP will obtain all applicable statutory clearances for providing all G2C, B2B and B2C services at the Kiosks.
8.1 Service Delivery Process (of prevailing e-Mitra Scheme)
a. The Service Delivery Process currently being used for the ‘e-Mitra’ business model would largely same. The current model in the e-Mitra Scheme is based on the principle of Public Private Partnership (PPP). Citizens can access G2C services through kiosks, which are being operated by private players, or through other designated Centres. The details on service delivery process and implementation framework being implemented in e-Mitra Project are provided in this document, which may be referred for information purpose.
8.2 Payment and Collection
a. Cash and funds flow would be an integral part of the Scheme. The LSP may require to tie-up with several banks to manage/ enable/ support their funds and financial dealings. The potential LSP would have to provide the cash and fund flow management plan as part of the technical proposal in the bid. The selected LSP would need to explore the banking arrangement further in cooperation with the DoIT&C/ District e-Governance Society and concerned departments in the government. The transactions executed by the Kiosks should be monitored by the LSP and DoIT&C/District e-Governance Society through an authentication, authorization and accounting software. The LSP should also ensure deposit of the revenue collected at Kiosks from e-Government transactions from the citizens in a manner prescribed by the State. Appropriate safeguards need to be built so that such revenue is deposited in time and a proper receipt is given to the citizen who deposits such amount with the kiosk operator.
b. LSP will open separate bank account to facilitate the kiosks for depositing the amount collected against Government dues at an appropriate level. It will be the responsibility of the LSP to bear all charges for depositing the amount into designated account of District e-Mitra Society/ departments.
c. Multiple Modes of receiving Payment: It is currently envisaged that the urban citizens will make payment at the Kiosk by cash but considering the lifetime of the Scheme. Therefore, over the course of the Scheme period, the LSP and KIOSK can make arrangements to accept other payment methods like cheque, DD, credit and debit card, direct bank transfer, mobile payment, micro payments and other payment methods.
d. Receipt to the users: The KIOSK should issue a receipt to all citizens for all G2C / B2C and utility bill collection services. One copy of computerized receipts should be issued to the customer for all transactions while another copy should be kept at e-Mitra Kiosk. DoIT&C/ District e-Governance Society may inspect this receipt books and the Kiosk should maintain these receipt books for at least 3 years for audit by DoIT&C/ District E-Governance Society.
e. Utility Bill Payment: In case of utility bill payments, the KIOSK shall issue a printed receipt generated through the application. The application should keep a digital/ signed copy of the receipt for the purpose of non-repudiation. If the Utility Department has an application ready for use at the time of operation, the Utility Department would make available such application to the LSP.
f. Following is a description of the fund-flow and related administrative processes of the E-Mitra Scheme which is in operation in the State.
• Deposition of Cash/ Cheque collected at Kiosk: As per the MOU signed between the Local Service Providers (LSPs); District E-Governance Societies (representative of DoIT&C); and Line Department, the LSP/ Kiosks deposit the amount collected at different Kiosks through Cash/ Cheque, in e-Mitra Societies’ Authorized Bank account or specified accounts of Line Departments within next working day at a specified Branch. LSP will promote/encourage online transfer of funds into the stakeholders’ accounts and all the expenditure towards e-transfer will be borne by the LSPs. The District e- Governance Societies has adopted following procedure –
i. The LSPs collect the amount collected at their respective kiosks and deposit in the bank account of the District e-Governance Society or specified accounts of Line Departments at designated Bank/ Branch and submit the Pay-In Slip to the District e- Governance Society/ concerned Line Department.
ii. The Individual Kiosk owner is authorized to deposit the amount in the designated account of District e-Governance Society or Specified accounts of Line Departments at designated Bank/ Branch. In this case, the LSP shall ensure that all his kiosks have deposited the amount well in time and collect the Pay-IN slips from kiosk and submit it to District e-Governance Society or Line Department(s) with a consolidated report. Such report shall contain the date of collection, kiosk name, amount to be deposited by kiosk owner (as per the Kiosk RCR), amount deposited by kiosk and total amount deposited by kiosks.
iii. In case, the Bank provides facility of anywhere banking, the amount (Cash/ Cheque) is deposited by LSP/ Kiosk owner in the Designated Bank account from any branch….should we allow or not, practically yes.
iv. After depositing the amount in the Bank, the LSP submits the proof of deposition of amount (either by LSP or by their kiosk) by submitting the Original copy of Pay-In Slips to District e-Governance Society or concerned Line Departments within next working day. (Separate Pay-In Slips for Cash amount and e-Mitra Cheques).
• As per the State Level MOU signed for specific serv

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