selection of systems integrator for an integrated erp solution · request for proposal (rfp):...

Request for Proposal (RFP): Selection of Systems Integrator for an Integrated ERP Solution

Tender No. BSEDC/7096/17 Date: 14 / 11 / 2017

Request for Proposal

Selection of Systems Integrator

For

An Integrated ERP Solution

BELTRON Bhawan, Shastri Nagar

Patna, Bihar – 800 023

Bihar State Electronics Development Corporation Ltd.

A Government of Bihar Undertaking


Table of Contents Glossary ......................................................................................................................................................... 1

Definition of terms ........................................................................................................................................ 2

Important Dates ............................................................................................................................................ 3

1. INVITATION FOR BIDS ........................................................................................................................... 4

2. Fact Sheet .............................................................................................................................................. 5

3. Background information ....................................................................................................................... 6

3.1 Basic Information .......................................................................................................................... 6

3.2 Project Background ....................................................................................................................... 6

3.3 Key outcomes expected from the ERP system ............................................................................. 6

4. Instructions to Bidders .......................................................................................................................... 8

4.1 General .......................................................................................................................................... 8

4.2 Fraud and Corrupt Practices ......................................................................................................... 8

4.3 Conflict of Interest ........................................................................................................................ 9

4.4 Compliant Proposals / Completeness of Response .................................................................... 10

4.5 Pre-Bid Meeting & Clarifications ................................................................................................. 11

4.5.1 Pre-bid Conference ............................................................................................................. 11

4.5.2 Responses to Pre-Bid Queries and Issue of Corrigendum .................................................. 11

4.5.3 Key instructions of the bid .................................................................................................. 12

4.5.4 Bid Processing Fee............................................................................................................... 12

5. Preparation of Proposal ...................................................................................................................... 13

5.1 Bidder’s authorized signatory ..................................................................................................... 13

5.2 Proposal preparation costs ......................................................................................................... 13

5.3 Language ..................................................................................................................................... 13

5.4 Venue & Deadline for Submission of Proposal ........................................................................... 13

5.5 Proposals received after designated time of submission ........................................................... 14

5.6 Downloadability / Visibility of the uploaded document ............................................................. 14

5.7 Format and Numbering of the uploaded document .................................................................. 14

5.8 Issues in uploading document due to internet connectivity ...................................................... 14

5.9 Extension of deadline in event of server downtime ................................................................... 14

6. Deviations ........................................................................................................................................... 15


7. Evaluation & Qualification Criteria ..................................................................................................... 16

7.1 Evaluation ................................................................................................................................... 16

7.1.1 Evaluation process .................................................................................................................. 16

7.1.2 Proposal opening .................................................................................................................... 16

7.1.3 Proposal validity ...................................................................................................................... 16

7.1.4 Award criteria .......................................................................................................................... 16

7.1.5 Right to Accept Any Proposal and To Reject Any or All Proposal(s) ....................................... 16

7.1.6 Notification of award .............................................................................................................. 17

7.1.7 Signing of Contract .................................................................................................................. 17

7.1.8 Failure to agree with terms and condition of RFP .................................................................. 17

7.1.9 Proposal evaluation ................................................................................................................ 17

7.2 Criteria for evaluation ................................................................................................................. 18

7.2.1 Pre-qualification (PQ) criteria ................................................................................................. 18

7.2.2 Technical Qualification Criteria ............................................................................................... 19

7.2.3 Commercial Bid Evaluation ..................................................................................................... 21

8. TERMS OF REFERENCE (TOR) .............................................................................................................. 23

8.1 Overall Scope of Work ................................................................................................................ 23

8.2 Application Customization and Implementation ........................................................................ 24

8.2.1 Development of the Project implementation plan ................................................................. 24

8.2.2 Business Requirement and process study .............................................................................. 24

8.2.3 Supply, Installation, Configuration & Customization of Integrated ERP Solution .................. 24

8.2.4 Application Testing .................................................................................................................. 26

8.2.5 Quality Review and Security Audit .......................................................................................... 26

8.2.6 Data Digitization and Migration .............................................................................................. 27

8.2.7 Linkage with existing applications .......................................................................................... 28

8.2.8 Project and Product Documentation ...................................................................................... 28

8.3 Data Centre Equipment to Supply, Installation hosting, Collaboration and Networking ........... 28

8.3.1 Data Center ............................................................................................................................. 29

8.3.2 Hosting at Data Centre ............................................................................................................ 29

8.3.3 Minimum Technical Specifications of DC site ......................................................................... 29

8.3.4 Network connectivity .............................................................................................................. 30

8.3.5 Provision of security infrastructure ........................................................................................ 30

8.4 Training and Capacity Building .................................................................................................... 30


8.4.1 Imparting of regular refresher trainings ................................................................................. 31

8.5 User Support and Maintenance of the Integrated IT application for 5 years ............................. 31

8.5.1 Application monitoring and Compliance to Service Level Agreements .................................. 31

8.5.2 Application support including modifications and integration with future systems ............... 32

8.5.3 Bugs / Fixes Management ....................................................................................................... 32

8.5.4 Software Change and Version Control .................................................................................... 32

8.5.5 Maintenance of Configuration Information & System documentation.................................. 33

8.6 Operations and Maintenance of IT infrastructure ...................................................................... 33

8.6.1 Help Desk Services .................................................................................................................. 34

8.6.2 Monitoring, Administration & Management of IT assets at Head Office & DC Site ............... 35

8.6.3 Backup & restore and archival services .................................................................................. 36

8.6.4 Storage, Administration & Management Services .................................................................. 37

8.6.5 Database administration and Management Services ............................................................. 37

8.6.6 User Administration and Security ........................................................................................... 38

8.6.7 Security Administration Services at DC ................................................................................... 38

8.6.8 Data Centre Operations .......................................................................................................... 39

8.6.9 Production Control and Job Scheduling .................................................................................. 39

8.6.10 Warranty, ATS and Annual Maintenance Contract ................................................................. 39

8.6.11 Warranty and Annual Maintenance Contract ......................................................................... 40

8.6.12 Annual Technical Service ........................................................................................................ 41

8.7 Key Personnel Requirement ....................................................................................................... 41

8.7.1 Application Development and Customization ........................................................................ 41

8.7.2 Operations and Maintenance ................................................................................................. 42

8.8 Number of users ......................................................................................................................... 42

8.9 Deliverables, Timelines and Payment Milestones ...................................................................... 43

9. Redistribution of the ERP System ....................................................................................................... 46

10. Appendix I: Forms .......................................................................................................................... 47

10.1 Form 1: Compliance Sheet for Technical Proposal ..................................................................... 47

10.2 Form 2: Particulars of the Bidder ................................................................................................ 49

10.3 Form 3: Bank Guarantee for Earnest Money Deposit ................................................................ 50

10.4 Form 4: Letter of Proposal .......................................................................................................... 51

10.5 Form 5: Project Citation Format ................................................................................................. 52

10.6 Form 6: Proposed Solution ......................................................................................................... 53


Form 6 A: Solution Proposed .............................................................................................................. 53

Form 6 B: Bill of Material (Software) .................................................................................................. 53

Form 6 C: Bill of Material (Infrastructure) .......................................................................................... 53

10.7 Form 7: Proposed Work Plan ...................................................................................................... 54

10.8 Form 8: Team Composition ......................................................................................................... 55

10.9 Form 9: Deployment of Personnel .............................................................................................. 56

10.10 Form 10: Deviations ................................................................................................................ 57

10.11 Form 11: Illustrative Manufacturers'/Producers’ Authorization Form ................................... 58

11. Appendix II: Financial Proposal Template ....................................................................................... 59

11.1 Form 1: Covering Letter .............................................................................................................. 59

11.2 Form 2: Financial Proposal .......................................................................................................... 61

11.2.1 Form F2A: Summary Price Proposal .................................................................................... 61

11.2.2 Form F2B: Details of Commercial Bid ................................................................................. 62

12. Appendix III: Template for PBG & CCN ........................................................................................... 66

12.1 Form 1: Performance Bank Guarantee ....................................................................................... 66

12.2 Form 2: Change Control Note/Notice (CCN) Format .................................................................. 67

12.3 Form 3: Affidavit Format ............................................................................................................. 69

13. Appendix IV: Service Levels ............................................................................................................. 70

14. Appendix V: Functional Requirements ........................................................................................... 78

15. Appendix VI: Non Functional Requirements ................................................................................... 99

16. Appendix VII: Acceptance Testing Requirements ......................................................................... 106

17. Appendix VIII: Minimum Specifications ........................................................................................ 110

18. Appendix IX: Bill of Materials ........................................................................................................ 125

19. Appendix X: Draft Master Service Agreement .............................................................................. 135


This page is intentionally left blank

P a g e | 1 Tender No. BSEDC/7096/17

Glossary

# Terms Definition 1 ATS Annual Technical Support 2 A&M Approach & Methodology 3 CCN Change Control Notes/Notice 4 COTS Commercial Off The Shelf 5 CD Compact Disc 6 CV Curriculum Vitae 7 DD Demand Draft 8 DR Disaster Recovery 9 EMD Earnest Money Deposit

10 EMS Enterprise Management System 11 EOI Expression of Interest 12 ESH Extended Service Hours 13 FRS Functional requirement specifications 14 IP Implementation Partner 15 INR Indian National Rupee 16 ICT Information and Communication Technology 17 IT Information Technology 18 IVRS Interactive voice response system 19 LoA Letter of Award 20 LoI Letter of Intent 21 LLP Limited Liability Partnership 22 LD Liquidated Damages 23 MIS Management information system 24 MCA Master of Computer Applications 25 MSA Master Services Agreement 26 O&M Operations and Maintenance 27 OEM Original Equipment Manufacturer 28 PBG Performance Bank Guarantee 29 PAN Permanent Account Number 30 QCBS Quality Cum Cost Based Selection 31 RFE Request for Empanelment 32 SOA Service Oriented architecture 33 SOW Scope of Work 34 SLA Service Level Agreement 35 SI Systems Integrator 36 ToR Terms of Reference 37 UAT User Acceptance Test 38 GoB Government of Bihar 39 GoI Government of India


Definition of terms

Sl no Term Definition

1 Agreement /contract

The Agreement entered between the BSEDC and the Agency including all attachments, schedules, annexure thereto and all documents incorporated by reference therein and all amendments, corrigendum /corrigenda, changes thereto

2 Bidder The use of the term “Bidder” in the Tender means the Single Agency offering the proposal.

3 Bid /proposal Offer by the Bidder to fulfil the requirement of the Client under the RFP/Contract for an agreed price. It shall be a comprehensive technical and commercial response to the Tender

4 Confidential information

All information (whether in written, oral, electronic or other format) which relates to the technical, financial and business affairs, dealers, suppliers, products, developments, operations, processes, data, trade secrets, design rights, know-how, plans, budgets and personnel of each stakeholder and its affiliates which is disclosed to or otherwise learned by the other Party in the course of or in connection with this Agreement (including without limitation such information received during negotiations, location visits and meetings in connection with this Agreement);

5 Deliverables

Products, infrastructure and services agreed to be delivered by the Bidder in pursuance of the agreement as defined more elaborately in the RFP Implementation and the Maintenance phases and includes all documents related to the user manual, technical manual, design, process and operating manuals, service mechanisms, policies and guidelines (such as security related, etc.), inter alia payment and/or process related etc., source code and all its modifications;

6 Go-live The date of commencement of Operations and Maintenance phase after the successful completion of each Phase (FAT and acceptance of the overall solution by the BSEDC)

7 Project implementation Project Implementation as per the testing standards and acceptance criteria prescribed by BSEDC or its nominated agencies;

8 Request for Proposal/ Tender Document

Written solicitation that conveys to the Bidder, requirements for products/ services that the BSEDC intends to buy and implement

9 SLA The level of service and other performance criteria which will apply to the Services delivered by the Bidder; Performance and Maintenance SLA executed as part of the Master Service Agreement

10 SI The bidder who is qualified & successful in the bidding process and is given the award of Contract and will be referred to as System Integrator(SI)/Implementation Agency


Important Dates

# Particular Details

1 Non-refundable cost of RFP document Rs. 10,000/- (Ten thousand only) through e-payment only, else bid will be rejected

2 Tender Processing Fee

Rs. 15,000/- + applicable taxes (as the estimated project cost is greater than Rs. 3,00,00,001) through e-payment only, else bid will be rejected

3 Earnest Money Deposit (EMD) Rs. 24,00,000/- (Twenty four lakh only) in the form of DD / BG / Online

4 Publication of Bid 20th November, 2017

5 Start date of issuance of RFP document 20th November, 2017 – 10:00 AM

6 Last date for issuance of RFP Document 21st December, 2017 – 03:00 PM

7 Last date & time for Submission of Queries 29th November, 2017 – 06:00 PM

8 Pre-Bid Conference 4th December, 2017 – 11:00 AM

9 Issue of Corrigendum 8th December, 2017

10 Last date for Bid Submission 21st December, 2017 – 05:00 PM

11 Date and time for opening of General cum Technical bids 22nd December, 2017 – 05:00 PM

12 Technical Presentation To be Notified

13 Date and time for opening of Commercial bids To be Notified


1. INVITATION FOR BIDS

1. As per direction, tenders are invited through e-procurement portal of Government of Bihar, from eligible, reputed, qualified Information Technology (IT) firms with sound technical and financial capabilities for design, development, implementation and maintenance of an end to end ERP solution as detailed out in the scope of work under “Terms of Reference“ section of this RFP document. This invitation to bid is open to all bidders meeting the minimum eligibility criteria as mentioned in the “Evaluation Criteria and Qualification Criteria” section of this RFP document.

2. Sl. No. Bid Security Period of Completion Cost of Bidding

Document

1 INR 24, 00, 000 (Twenty four Lacs)

For Implementation (Final Go Live) – 9 months For Support and Warranty- 60 months from Final Go Live INR 10,000/-

3. Bidders are advised to note the eligibility and minimum qualifying criteria specified in the Instruction to Bidders and

“Evaluation and Qualification Criteria” Section of bid document. 4. Bidding documents: The Bidder can download the RFP document(s) from the website www.eproc.bihar.gov.in. The

bid fee shall be submitted online of INR 10,000/- (INR Ten thousand only). The fee should be submitted along with the bidder’s proposal (Proposal). Proposals received without or with inadequate RFP Document fees shall be rejected.

5. It will be the responsibility of the bidder who is submitting the bid on downloaded bidding documents to check and see if any addendum/Corrigendum is issued in this regard on the website from time to time and ensure submission of bid along with all addendum/Corrigendum.

6. Earnest Money Deposit (EMD): Bidders shall submit an EMD of INR 24 Lacs (24, 00,000/-) only, in the form of a demand draft OR Bank guarantee (in the format specified in Appendix I: Form 3) issued by a scheduled commercial bank in favor of "Bihar State Electronics Development Corporation Ltd." payable at "Patna", and should be valid for 3 months from the due date of the RFP.

7. EMD and DD as the cost of the bid and affidavit (in the format specified in Appendix III: Form 3) in original, as specified in the RFP, must be submitted to the Purchaser at one of the addresses specified below:

Addressed To BSEDC

Name MD

Address BELTRON Bhawan, Shastri Nagar, Patna – 23.

8. Address for Communication: Interested eligible Bidders may obtain further information from the following address:

Managing Director, Bihar State Electronics Development Corporation Ltd.,

BELTRON Bhawan, Shastri Nagar, Patna 800023 Email: [email protected]

mailto:[email protected]


2. Fact Sheet

# Topic

1

The method of selection is: Quality-cum-Cost Based Selection (QCBS) Bidders, whose bids are responsive, based on minimum qualification criteria / documents as in Pre-Qualification Criteria and score at least 80% in the (given) defined scoring mechanism would be considered technically qualified. In case number of bidders shortlisted is less than three, then qualification marks may be further relaxed to include top 3 (Three) technically qualified Bidders, but in any case the criteria will not be less than 70%. The Bidder shall be selected on the basis of QCBS Method, whereby technical proposal will be allotted weightage of 70% and financial proposal will be allotted weightage of 30%. The proposal with the lowest bid shall be given a financial score of 100 and the other proposals shall be given financial scores that are inversely proportionate to their bid. The total score, both technical and financial, shall be obtained by weighing the quality and cost score and adding them up. All bids which technically qualify but where price is less than 50% of the average bid price will be disqualified. Average bid price is calculated as average bid price of all the technically qualified bids.

2 RFP can be downloaded from www.eproc.bihar.gov.in. Bidders are required to submit the tender cost online (details mentioned above) along with the Proposal.

3

Earnest money deposit of amount INR 24,00,000/- by Demand draft in favour of Bihar State Electronics Development Corporation Ltd. and payable at Patna from any Scheduled commercial bank. [OR] Bank guarantee in the format prescribed at Appendix I- Form 3

4

A pre-bid meeting will be held on the mentioned date. The name, address, and telephone numbers of the nodal officer is:

Managing Director, Bihar State Electronics Development Corporation Ltd.,

BELTRON Bhawan, Shastri Nagar, Patna 800023 Email: [email protected]

All queries should be received on or before the mentioned date either through post, or email.

5 Proposals should be submitted in the following language(s): English 6 Proposals must remain valid for 90 days after the submission date.

7 Technical and Commercial Proposal shall be uploaded on e-procurement portal, www.eproc.bihar.gov.in, Original copy of the EMD and DD as the cost of the bid and affidavit shall be submitted at one of the addresses mentioned below

8

Original copy of the EMD and DD as the cost of the bid and affidavit will be submitted to any of the address mentioned below:

Addressed To MD, BSEDC BELTRON Bhawan, Shastri Nagar, Patna – 23.

Last date & time of submission As mentioned above

http://eproc.bih.gov.in/

mailto:[email protected]


3. Background information

3.1 Basic Information

a) Bihar State Electronics Development Corporation Ltd, A Government of Bihar Undertaking, invites responses (“Tenders”) to this Request for Proposals (“RFP”) from reputed Information Technology (IT) service providers / systems implementation agencies (“Bidders”) for the provision of ERP System Implementation Services as described in Section 8 of this RFP, “Terms of Reference”

b) Any contract that may result from this Government procurement competition will be issued for a term of 5 years after Go-live.

c) The Purchaser reserves the right to (may), with concurrence of the bidder, extend the Term for a period or periods of up to one year with a maximum of two such extensions on the same terms and conditions, subject to the Purchaser’s obligations at law.

d) Proposals must be received not later than time, date and venue mentioned in the Fact Sheet. Proposals that are received late WILL NOT be considered in this procurement process.

3.2 Project Background BSEDC intends to implement ERP for PMS (Project Management System) and other organizational activities and business processes conducted by it. Along with this, BSEDC would also like to standardize its processes for service delivery, planning, purchasing, inventory, vendor management, finance & accounts, and human resources by introducing an ERP system.

The project will include computerization of the entire Vendor Management System, HR, Finance and Accounting process, which includes the automated project fund flow and expense tracking and system generated reports. The process would have no or very limited manual intervention. The objective of this assignment is to strengthen the functioning of BSEDC through automation of business process with minimal physical movement of file. The initiatives aims to bring following valuable changes in organization processes: • Reduced process time through seamless movement of file in system • Tracking of the process through system dashboard • Increased transparency and accountability

3.3 Key outcomes expected from the ERP system

With the implementation of the proposed ERP System across the organization, BSEDC intends to automate and streamline the operations, monitoring, reporting and information based decision making. Some of the expected benefits are:

• Facilitate effective operations and aid decision making by management through automation • Remove redundancies and increase efficiencies in current operations and increase overall

effectiveness • Increase visibility of operations that enables informed decision making • Help BSEDC officials in proper planning and optimizing the administrative work. • Help various stakeholders in better reporting • Streamlining of various processes related to Hardware and Manpower procurement and Project

Management


• Increasing efficiency by integrated view of end-to-end processes and workflows for various organization and business functions ranging from Establishment related functions to Vendor Management functions

• Implementing system driven notification and alerts at various levels for various jobs will help to increase the ease of decision making and problem solving more effectively.

• Better coordination between operations and management through integrated system • Reduce redundancy in processes by capturing data at the source and in real time • Reduce data manipulation by integrating data security and automatically read data • Standardize and streamline current processes to increase efficiency and pace. • Centralized consolidation of data and information will help to produce real-time reports of the status of

any project or procurement sub-functions. This will help to strengthen more efficient and informed planning and positioning of resources like finance and manpower at various levels.

• Leverage IT as decision support systems to handle dynamic nature of BSEDC’s business and service delivery framework.

• KPI driven system for the management to measure the performance and improvement areas within the organization and also the same of various Vendors and System Developers related to BSEDC.

• The system will also help to integrate with various stake holders on real-time to get the current and proper information for decision making.


4. Instructions to Bidders

4.1 General

a) While every effort has been made to provide comprehensive and accurate background information and requirements and specifications, Bidders must form their own conclusions about the solution needed to meet the requirements. Bidders and recipients of this RFP may wish to consult their own legal advisers in relation to this RFP.

b) All information supplied by Bidders may be treated as contractually binding on the Bidders, on successful award of the assignment by the Purchaser on the basis of this RFP.

c) No commitment of any kind, contractual or otherwise shall exist unless and until a formal written contract has been executed by or on behalf of the Purchaser. Any notification of preferred Bidder status by the Purchaser shall not give rise to any enforceable rights by the Bidder. The Purchaser may cancel this public procurement at any time prior to a formal written contract being executed by or on behalf of the Purchaser.

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

4.2 Fraud and Corrupt Practices

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

b. Without prejudice to the rights of the Purchaser and the rights and remedies which the Purchaser may

have under the LOI or the Agreement, if a Bidder or Systems Implementation Agency, as the case may be, is found by the Authority to have directly or indirectly or through an agent, engaged or indulged in any corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice during the Selection Process, or after the issue of the LOI or the execution of the Agreement, such Bidder or Hardware Supplier shall not be eligible to participate in any tender or RFP issued by the Purchaser during a period of 2 (two) years from the date such Bidder or Hardware Supplier, as the case may be, is found by the Purchaser to have directly or through an agent, engaged or indulged in any corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice, as the case may be.

c. For the purposes of this Section, the following terms shall have the meaning hereinafter respectively

assigned to them:

— “corrupt practice” means (i) the offering, giving, receiving, or soliciting, directly or indirectly, of anything of value to influence the action of any person connected with the Selection Process (for avoidance of doubt, offering of employment to or employing or engaging in any manner whatsoever, directly or


indirectly, any official of the Purchaser who is or has been associated in any manner, directly or indirectly with the Selection Process or the LOI or has dealt with matters concerning the Agreement or arising there from, before or after the execution thereof, at any time prior to the expiry of one year from the date such official resigns or retires from or otherwise ceases to be in the service of the Purchaser, shall be deemed to constitute influencing the actions of a person connected with the Selection Process); or (ii) save as provided herein, engaging in any manner whatsoever, whether during the Selection Process or after the issue of the LOA or after the execution of the Agreement, as the case may be, any person in respect of any matter relating to the Project or the LOA or the Agreement, who at any time has been or is a legal, financial or technical consultant/ adviser of the Purchaser in relation to any matter concerning the Project;

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

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

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

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

4.3 Conflict of Interest

a. A Bidder shall not have a conflict of interest that may affect the Selection Process or the Solution delivery (the “Conflict of Interest”). Any Bidder found to have a Conflict of Interest shall be disqualified. In the event of disqualification, the Purchaser shall forfeit and appropriate the EMD, if available, as mutually agreed genuine pre-estimated compensation and damages payable to the Purchaser for, inter alia, the time, cost and effort of the Purchaser including consideration of such Bidder’s Proposal, without prejudice to any other right or remedy that may be available to the Purchaser hereunder or otherwise.

b. The Purchaser requires that the Implementation Agency provides solutions which at all times hold the Purchaser’s interests paramount, avoid conflicts with other assignments or its own interests, and act without any consideration for future work. The Systems Implementation Agency shall not accept or engage in any assignment that would be in conflict with its prior or current obligations to other clients, or that may place it in a position of not being able to carry out the assignment in the best interests of the Purchaser.

c. Without limiting the generality of the above, a Bidder shall be deemed to have a Conflict of Interest affecting the Selection Process, if:

i. the Bidder, its consortium member (the “Member”) or Associates (or any constituent thereof) and any other Bidder, its consortium member or Associate (or any constituent thereof) have common


controlling shareholders or other ownership interest; provided that this disqualification shall not apply in cases where the direct or indirect shareholding or ownership interest of an Bidder, its Member or Associate (or any shareholder thereof having a shareholding of more than 5 per cent of the paid up and subscribed share capital of such Bidder, Member or Associate, as the case may be) in the other Bidder, its consortium member or Associate is less than 5% (five per cent) of the subscribed and paid up equity share capital thereof. For the purposes of this Clause, indirect shareholding held through one or more intermediate persons shall be computed as follows: • where any intermediary controlled by a person through management control or otherwise, the

entire shareholding held by such controlled intermediary in any other person (the “Subject Person”) shall be taken into account for computing the shareholding of such controlling person in the Subject Person; where a person does not exercise control over an intermediary, which has shareholding in the Subject Person, the computation of indirect shareholding of such person in the Subject Person shall be undertaken on

• a proportionate basis; provided, however, that no such shareholding shall be reckoned under this Sub-clause if the shareholding of such person in the intermediary is less than 26% (twenty six per cent) of the subscribed and paid up equity shareholding of such intermediary; or

ii. a constituent of such Bidder is also a constituent of another Bidder; or iii. such Bidder or its Associate receives or has received any direct or indirect subsidy or grant from

any other Bidder or its Associate; or iv. such Bidder has the same legal representative for purposes of this Application as any other Bidder;

or v. such Bidder has a relationship with another Bidder, directly or through common third parties, that

puts them in a position to have access to each other’s’ information about, or to influence the Application of either or each of the other Bidder; or

vi. there is a conflict among this and other Software solution and services assignments of the Bidder (including its personnel and other members, if any) and any subsidiaries or entities controlled by such Bidder or having common controlling shareholders. The duties of the Systems Implementation Agency will depend on the circumstances of each case. While providing software implementation and related solutions to the Purchaser for this particular assignment, the Systems Implementation Agency shall not take up any assignment that by its nature will result in conflict with the present assignment; or

vii. A firm hired to provide Software solution and services for the implementation of a project, and its Members or Associates, will be disqualified from subsequently providing goods or works or services related to the same project;

d. A Bidder eventually appointed to implement software solutions for this Project, its Associates, affiliates and the Financial Expert, shall be disqualified from subsequently providing goods or works or services related to the construction and operation of the same Project and any breach of this obligation shall be construed as Conflict of Interest; provided that the restriction herein shall not apply after a period of 12 months from the completion of this assignment; provided further that this restriction shall not apply to software solutions delivered to the Purchaser in continuation of this systems implementation or to any subsequent systems implementation executed for the Purchaser in accordance with the rules of the Purchaser.

4.4 Compliant Proposals / Completeness of Response


a) Bidders are advised to study all instructions, forms, terms, requirements and other information in the RFP documents carefully. Submission of the bid shall be deemed to have been done after careful study and examination of the RFP document with full understanding of its implications.

b) Failure to comply with the requirements of this paragraph may render the Proposal non-compliant and the

Proposal may be rejected. Bidders must: • Include all documentation specified in this RFP; • Follow the format of this RFP and respond to each element in the order as set out in this RFP • Comply with all requirements as set out within this RFP.

4.5 Pre-Bid Meeting & Clarifications

4.5.1 Pre-bid Conference

a. Purchaser shall hold a pre-bid meeting with the prospective Bidders as per information given in the fact sheet in Section 2 above.

b. The Bidders will have to ensure that their queries for pre-bid meeting should reach the point of contact (Nodal Officer) through email only as mentioned in the fact sheet in section 2 above.

c. The queries should necessarily be submitted in the following format:

# RFP document reference(s) (Section & page number)

Content of RFP requiring clarification(s)

Points of clarification

1. 2. 3. 4. 5. 6. d. Purchaser shall not be responsible for ensuring that the Bidders’ queries have been received by them.

Any requests for clarifications post the indicated date and time may not be entertained by the Purchaser.

4.5.2 Responses to Pre-Bid Queries and Issue of Corrigendum

a. The Nodal Officer notified by the Purchaser will endeavour to provide timely response to all queries. However, Purchaser makes no representation or warranty as to the completeness or accuracy of any response made in good faith, nor does Purchaser undertake to answer all the queries that have been posed by the Bidders.

b. At any time prior to the last date for receipt of bids, Purchaser may, for any reason, whether at its own initiative or in response to a clarification requested by a prospective Bidder, modify the RFP Document by a corrigendum.

c. The corrigendum (if any) & clarifications to the queries from all Bidders will be posted on the www.eproc.bihar.gov.in and emailed to all participants of the pre-bid conference.

d. Any such corrigendum shall be deemed to be incorporated into this RFP. e. In order to provide prospective Bidders reasonable time for taking the corrigendum into account, the

Purchaser may, at its discretion, extend the last date for the receipt of Proposals.



4.5.3 Key instructions of the bid

A. Right to Terminate the Process a. Purchaser may terminate the RFP process at any time and without assigning any reason.

Purchaser makes no commitments, express or implied, that this process will result in a business transaction with anyone.

b. This RFP does not constitute an offer by the Purchaser. The Bidder's participation in this process may result Purchaser selecting the Bidder to engage towards execution of the subsequent contract.

B. RFP document fees a. The Bidder will download the RFP document(s) from the website www.eproc.bihar.gov.in. The bid

fee of INR 10,000 (INR Ten thousand only) should be submitted online. The RFP document fee must be submitted with proposal. Proposals received without or with inadequate RFP document fees shall be rejected.

C. Tender Processing document fees a. The bidder will have to pay a one-time Tender Processing Fee of INR 15,000 + Applicable Taxes

(INR Fifteen thousand + Applicable Taxes only since the estimated project cost is greater than Rs. 3,00,00,001) to be submitted online. The RFP document fee must be submitted with proposal. Proposals received without or with inadequate RFP document fees shall be rejected.

D. Earnest Money Deposit (EMD)

a. Bidders shall submit an EMD of INR 24 Lacs (24, 00,000/-) only, in the form of a demand draft OR bank guarantee (in the format specified in Appendix I: Form 3) issued by a scheduled commercial bank in favour of "Bihar State Electronics Development Corporation Ltd." payable at "Patna" and should be valid for 3 months from the last date of submission of proposal.

b. EMD of all unsuccessful Bidders would be refunded by the Purchaser within 2 months of the Bidder being notified as being unsuccessful. The EMD, for the amount mentioned above, of successful Bidder would be returned upon submission of Performance Bank Guarantee as per the format provided in Appendix III.

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

d. Proposals not accompanying the EMD or containing EMD with infirmity (ies) (relating to the amount or validity period etc.), mentioned above, shall be summarily rejected.

e. The EMD may be forfeited in the event of: • A Bidder withdrawing its bid during the period of bid validity • A successful Bidder fails to sign the subsequent contract in accordance with this RFP • The Bidder being found to have indulged in any suppression of facts, furnishing of fraudulent

statement, misconduct, or other dishonest or other ethically improper activity, in relation to this RFP

• A Proposal contains deviations (except when provided in conformity with the RFP) conditional offers and partial offers.

4.5.4 Bid Processing Fee Bid Processing Fee is mandatory to be paid through online mode i.e. Internet payment gateway (Credit/ Debit Card), Net banking, NEFT/RTGS.



5. Preparation of Proposal

a. Bidders should submit their responses as per the formats given in this RFP which is to be uploaded on the website www.eproc.bihar.gov.in

b. Please note that prices should not be indicated in the technical proposal but should only be indicated in the commercial proposal.

c. The original EMD, Demand Draft and affidavit should be put in a single sealed envelope. d. The envelope should also indicate clearly the name, address, telephone number, E-mail ID and fax

number of the Bidder to enable the Bid to be returned unopened in case it is found to be received after the time and date of Proposal submission prescribed herein.

e. All the pages of the Proposal must be sequentially numbered and must contain the list of contents with page numbers. Any deficiency in the documentation may result in the rejection of the Bidder’s Proposal.

f. The Proposal shall contain no interlineations or overwriting, except as necessary to correct errors made by the Bidder itself. Any such corrections must be initialled by the authorised signatory of the Bidder.

5.1 Bidder’s authorized signatory A Proposal should be accompanied by an appropriate board resolution or power of attorney in the name of an authorised signatory of the Bidder stating that he is authorised to execute documents and to undertake any activity associated with the Bidder’s Proposal.

5.2 Proposal preparation costs The Bidder shall be responsible for all costs incurred in connection with participation in the RFP process, including, but not limited to, costs incurred in conduct of informative and other diligence activities, participation in meetings/discussions/presentations, preparation of proposal, in providing any additional information required by Purchaser to facilitate the evaluation process, and in negotiating a definitive contract or all such activities related to the bid process. Purchaser will in no event be responsible or liable for those costs, regardless of the conduct or outcome of the bidding process.

5.3 Language The Proposal should be filled by the Bidder in English language only. If any supporting documents submitted are in any language other than English, translation of the same in English language is to be duly attested by the Bidders. For purposes of Proposal evaluation, the English translation shall govern.

5.4 Venue & Deadline for Submission of Proposal Proposals, in its complete form in all respects as specified in the RFP, must be submitted online before the end time. The EMD and affidavit in original to the Purchaser at the address specified below: Addressed To BSEDC Name MD Address BELTRON Bhawan, Shastri Nagar, Patna – 23. Last date & time of submission As mentioned above

http://www.eproc.bihar.gov.in/


5.5 Proposals received after designated time of submission

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

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

c) The Purchaser shall not be responsible for any postal delay or non-receipt/ non-delivery of the documents. No further correspondence on the subject will be entertained.

d) The Purchaser reserves the right to modify and amend any of the above-stipulated conditions/criteria depending upon project priorities vis-à-vis urgent commitments.

5.6 Downloadability / Visibility of the uploaded document The bidder shall ensure that the document uploaded on the e-procurement portal is clearly visible and downloadable.

5.7 Format and Numbering of the uploaded document The bidder shall ensure that the documents uploaded are correctly numbered so that any specific document can be easily and quickly found using the appropriate serial/page no. All documents shall only be uploaded in the formats mentioned here: PDF, MS Office, Compatibility Mode, and JPEG Format. The unsuccessful opening or downloadability of documents which are uploaded in any format other than those mentioned above shall not be entitled for any claim whatsoever.

5.8 Issues in uploading document due to internet connectivity No claims shall be entertained owing to issues of internet connectivity. The bidders are advised to upload the bid online well in advance of the deadline to avoid difficulties.

5.9 Extension of deadline in event of server downtime In the event of the servers of www.eproc.bihar.gov.in portal being down continuously for more than 2 hours before 12:30 PM on the last date of submission, the deadline shall automatically be extended to a specified time on the next day.

http://www.eproc.bihar.gov.in/


6. Deviations The Bidder may provide deviation to the contents of the RFP document in the format prescribed in Form 10. The Proposal evaluation committee would evaluate and classify them as “material deviation” or “non-material deviation.” In case of material deviation, the committee may decide to “monetize” the value of the deviations, which will be added to the price bid submitted by the Bidder OR declare the bid as non-responsive. The Bidders would be informed in writing on the committee’s decision on the deviation, prior to the announcement of technical scores. The Bidders would not be allowed that to withdraw the deviations submitted without the prior consent of the Purchaser. In case of non-material deviations, the deviations would form a part of the proposal & subsequent agreement.


7. Evaluation & Qualification Criteria 7.1 Evaluation 7.1.1 Evaluation process

a. The Purchaser will constitute a committee to evaluate the responses of the Bidders (Proposal Evaluation

Committee). b. The Proposal Evaluation Committee constituted by the Purchaser shall evaluate the responses to the RFP

and all supporting documents / documentary evidence. Inability of a Bidder to submit requisite supporting documents / documentary evidence may lead to the Bidder’s Proposal being declared non-responsive.

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

d. The Proposal Evaluation Committee may ask for meetings with the Bidders to seek clarifications on their proposals.

e. The Proposal Evaluation Committee reserves the right to reject any or all Proposals on the basis of any deviations contained in them.

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

7.1.2 Proposal opening The Proposals submitted up to the last date and time mentioned above will be opened on the mentioned place, time and date by the Nodal Officer or any other officer authorized by the Purchaser, in the presence of the Bidder’s representatives who may be present at the time of opening. The representatives of the Bidders are advised to carry an identity card or a letter of authority from the Bidding entity to identify their bonafides for attending the opening of the Proposal.

7.1.3 Proposal validity The offer submitted by the Bidders should be valid for minimum period of 90 days from the last date of submission of the Proposal.

7.1.4 Award criteria BSEDC will award the Contract to the successful bidder whose proposal has been determined to be substantially responsive and has been determined as the most responsive bids as per the standard process.

7.1.5 Right to Accept Any Proposal and To Reject Any or All Proposal(s) BSEDC reserves the right to accept or reject any proposal, and to annul the tendering process / Public procurement process and reject all proposals at any time prior to award of contract, without thereby incurring any liability to the affected bidder or bidders or any obligation to inform the affected bidder or bidders of the grounds for BSEDC action.


7.1.6 Notification of award Prior to the expiration of the validity period, BSEDC will notify the successful bidder in writing or by fax or email, that its proposal has been accepted. In case the tendering process /public procurement process has not been completed within the stipulated period, BSEDC, may like to request the bidders to extend the validity period of the bid. The notification of award will constitute the formation of the contract. Upon the successful bidder's furnishing of Performance Bank Guarantee, BSEDC will notify each unsuccessful bidder and return their EMD.

7.1.7 Signing of Contract After the BSEDC notifies the successful bidder that its proposal has been accepted, BSEDC shall enter into a contract, incorporating all clauses, pre-bid clarifications and the proposal of the bidder between BSEDC and the successful bidder.

7.1.8 Failure to agree with terms and condition of RFP Failure of the successful bidder to agree with the Draft Legal Agreement and Terms & Conditions of the RFP shall constitute sufficient grounds for the annulment of the award, in which event BSEDC may award the contract to the next best value bidder or call for new proposals from the interested bidders.

7.1.9 Proposal evaluation

a. Initial Proposal scrutiny will be held and to confirm that Proposals do not suffer from the infirmities detailed below. The proposal will be treated as non-responsive, if a Proposal is found to have been: • Submitted in manner not conforming with the manner specified in the RFP document • Submitted without appropriate EMD as prescribed herein • Received without the appropriate power of attorney • Containing subjective/incomplete information • Submitted without the documents requested in the checklist • Non-compliant with any of the clauses stipulated in the RFP • Having lesser than the prescribed validity period. • The EMD of all non-responsive bids shall be returned to the bidders.

b. All responsive Bids will be considered for further processing as below.

Bihar State Electronics Development Corporation (BSEDC) will prepare a list of responsive Bidders, who comply with all the Terms and Conditions of the Tender. All eligible bids will be considered for further evaluation by a Committee according to the Evaluation process define in this RFP document. The decision of the Committee will be final in this regard.


7.2 Criteria for evaluation 7.2.1 Pre-qualification (PQ) criteria S. No.

Basic requirement Specific requirements Documents

required

1 Legal Entity

Should be Company registered under Companies Act, 1956 or a partnership firm registered under LLP Act, 2008 Should have been operating for the last five years.

Certificates of incorporation

2

Sales turnover in software application development

Annual sales turnover generated from services related to software application development during each of the last three financial years (as per the last published Balance sheets), should be at least INR 30 Crores This turnover should be on account of software application development and implementation (i.e. revenue should be on account of system Integration/turnkey solutions or products and their associated maintenance or implementation services, packaged software etc.) only.

Extracts from the audited balance sheet and profit & loss; OR Certificate from the statutory auditor

3 Technical capability

Systems implementation agency must have successfully completed at least the following numbers of ERP systems development, Implementation and support engagement(s) in any Govt (Central and/or Indian State) or PSUs of value specified herein : - One ERP project of similar nature not less than INR 9

Crore; OR - Two ERP projects of similar nature not less than INR 6

Crore ; OR - Three ERP projects of similar nature not less than INR 4

Crore.

“Similar nature” will mean large web based application with work flow management, project management, finance & accounts, HR etc. modules with or without provision of servers and network

Completion certificates from the client; OR Work order + Self certificate of completion (Certified by the statutory auditor); OR Work order + phase completion certificate from the client

4 Certifications The bidder should have a valid CMMI Level 3 certificate or above

Copy of certificate


7.2.2 Technical Qualification Criteria S. No Criteria Basis for Evaluation Max

marks Supporting Documents

COMPANY PROFILE 10

1.

Average turnover from System Integration / Application Development and Implementation Work in last 3 years (Turnover in INR Crores)

>= 60 Crores: 10 marks <=60 and >=50 Crores: 8 marks <=50 and >=30 Crores: 6 marks

10

Extracts from the audited Balance sheet and Profit & Loss; OR Certificate from the statutory auditor

RELEVANT STRENGTHS 50

2.

Server and Storage Supply, installation & maintenance services to be demonstrated in a maximum of 3 Nos. engagements of value more than INR 1 Crore. The work order should have been issued within the last 5 years, as on last date of bid submission. The projects must be for any Govt. (Central / State) and/or Public Sector Undertakings and also should have been either completed or an ongoing project where deliverable or milestone has been successfully met.

When No. is : >= 3 projects : 20 marks =2 projects : 15 marks =1 project : 10 marks

20

Completion Certificates from the client;

OR Work Order + Self

Certificate of Completion (Certified by the Statutory

Auditor); OR

Work Order + Phase Completion Certificate (for ongoing projects) from the

client OR

Certificate by the Company Secretary of the bidder for

the stated criteria and implementation status.

3.

Software Development & maintenance services to be demonstrated in a maximum of 5 engagements of value more than 3 Crores that have either been completed or an ongoing project where deliverable or milestone has been successfully met relevant to the experience. The work order should have been issued within the last 5 years, as on the last date of submission. The projects must be for any Govt. (Central / State) and/or Public Sector Undertakings

When No. is : >= 5 projects : 30 marks = 4 projects : 24 marks = 3 projects : 18 marks = 2 projects : 12 marks = 1 project: 6 marks

30

Completion Certificates from the client; OR Work Order + Self Certificate of Completion (Certified by the Statutory Auditor); OR Work Order + Phase Completion Certificate (for ongoing projects) from the client

APPROACH & METHODOLOGY 40


S. No Criteria Basis for Evaluation Max


4.

Solution Proposed and Demonstration of understanding of BSEDC’s requirements

Details of solution proposed for the following components along with name of project where these components have been used earlier: a) Supplier

Management for Hardware Procurement Module (2 marks)

b) Supplier Management for Manpower Procurement Module (2 marks)

c) Project Management Module (2 marks)

d) Human Capital Management Module (2 marks)

e) Financial Accounting & Control module (2 marks)

Components used in higher number of projects will fetch more marks.

10 Write up along with project details

5. Project Plan and Resource deployment plan to perform the work in this assignment

Detailed project plan clearly explaining how the development will be over and the project will be live by the stipulated time period; Resource Deployment plan

15

Detailed work plan preferably in Gantt chart format; Resource Deployment plan

6.

Proposed Team (Project Manager, Server Administrator, Network Administrator, Database Administrator, Programmer – All personnel must be on the Payroll of the bidding entity for minimum 12 months as on date of submission of proposal)

Max. 10 marks for Team Member Profiles – 30% for years of experience and 70% for relevant assignment experience

10 CVs of Key Professionals proposed


S. No Criteria Basis for Evaluation Max


7. Technical Presentation Presentation of Solution Approach & Methodology

5

Innovative solution approaches can be proposed to deliver quality solution with minimum hardware while maintaining all service levels

TOTAL 100

Bidders, whose bids are responsive, based on minimum qualification criteria / documents as in Pre-Qualification Criteria and score at least 80% in the (given) defined scoring mechanism would be considered technically qualified. In case number of bidders shortlisted is less than three, then qualification marks may be further relaxed to include top 3 (Three) technically qualified Bidders, but in any case the criteria will not be less than 70%. Indicative profiles with minimum qualifications and experience for the team is given below:

Manpower Minimum Qualifications

Project Manager

• Minimum Education: MCA/ MBA or B.Tech / B.E. from a reputed institute • Total Exp: At least 10 yrs. • Prior project management experience of at least 3 years of handling such large projects

Programmer • MCA / B.Tech / BE (IT or CS) / with minimum of 5 years of work experience • At least 3 years of experience of working on similar solution

Database Administrator

• MCA / B.Tech / BE (IT or CS) / Certified DBA with minimum of 5 years of work experience with 2 years or more as a DBA for an IT project.

• Experience in database activities like instance tuning, schema management, space management, backup and recovery, disaster recovery, data replication, database refresh etc.

Server Administrator

• MCA / B.Tech / BE (IT or CS) with minimum of 3 years of work experience with 2 years in a similar role

• Through knowledge of configuring and/or managing servers including enterprise level Operating Systems (Linux, Solaris, Windows etc.)

• In depth knowledge and experience in handling of day-to-day server related activities including Antivirus and other security areas.

Network Administrator

• MCA / B.Tech / BE (IT or CS) with CCNA, CCNP certification and minimum of 3 years of work experience with 2 years in a similar role

• Thorough knowledge of configuring and/or managing various Networks including Network devices (Router, Switches, Firewall etc.)

• In depth knowledge and experience in handling of day-to-day network related activities including network security and other information security areas.

7.2.3 Commercial Bid Evaluation

a. The Financial Bids of technically qualified Bidders will be opened on the prescribed date in the presence of Bidder representatives.


b. The Bidder shall be selected on the basis of QCBS Method, whereby technical proposal will be allotted weightage of 70% and financial proposal will be allotted weightage of 30%. The proposal with the lowest bid shall be given a financial score of 100 and the other proposals shall be given financial scores that are inversely proportionate to their bid. The total score, both technical and financial, shall be obtained by weighing the quality and cost score and adding them up.

c. Then, the financial evaluation will be carried out. Each Financial Proposal will be assigned a financial score (SF).

d. For financial evaluation, the total cost indicated in the Financial Proposal will be considered. e. Bihar State Electronics Development Corporation Ltd. will determine whether the Financial Proposals are

complete, unqualified and unconditional. The cost indicated in the Financial Proposal shall be deemed as final and reflecting the total cost of services. Omissions, if any, in costing any item shall not entitle the bidder to be compensated and the liability to fulfil its obligations as per the TOR within the total quoted price shall be that of the SI.

f. The lowest financial proposal (FM) will be given a financial score (SF) of 100 points. The financial scores of other proposals will be computed as follows: SF = 100 x FM/F (F = amount of Financial Proposal of the applicant)

g. Proposals will finally be ranked according to their combined technical (ST) and financial (SF) scores as follows: S = ST x 0.70 + SF x 0.30 Where S is the combined score.

h. The Selected Bidder shall be the First Ranked Bidder (having the highest combined score). The Next Ranked Bidder shall be kept in reserve and maybe invited for negotiations in case the selected Bidder withdraws, or fails to comply with the requirements specified in this document.

i. Only fixed price financial bids indicating total price for all the deliverables and services specified in this bid document will be considered.

j. The bid price will include all taxes and levies except GST and shall be in Indian Rupees and mentioned separately.

k. Any conditional bid would be rejected l. Errors & Rectification: Arithmetical errors will be rectified on the following basis: “If there is a discrepancy

between the unit price and the total price that is obtained by multiplying the unit price and quantity, the unit price shall prevail and the total price shall be corrected. If there is a discrepancy between words and figures, the amount in words will prevail”.

m. All bids which technically qualify but where price is less than 50% of the average bid price will be disqualified. Average bid price is calculated as average bid price of all the technically qualified bids


8. TERMS OF REFERENCE (TOR) 8.1 Overall Scope of Work

The scope of work of the implementation can be divided into the following heads – A. Application Development, Customization and Implementation

a. Development of the Project Implementation plan b. System Due diligence and submission of detailed report c. Business Requirements and Process Study d. Supply, Installation, Configuration & Customization of ERP Solution as per requirement e. Application Testing f. Quality Review, reporting and approval g. Linkage with existing applications h. Project and Product Documentation. i. Application ATP (Acceptance Test Procedure) j. Detailed Post Implementation documents for each and every modules and sub-modules to be

prepared and submitted to the client. Approval of the same from the client to be taken. k. Developing and designing of Operational Hand Book for each and every modules and sub-

modules.

B. Data Centre Equipment to Supply, Installation hosting, Collaboration and Networking a. Data Center Due diligence and submission of detailed report b. Hosting the application in the Data Centre c. Optimum Hardware Technical Specifications of DC site to run the application flawlessly. d. Redundant Network connectivity e. Provision of security infrastructure. f. Detailed Post Implementation documents to be prepared and submitted to the client. Approval of

the same from the client to be taken. g. Developing and designing of Operational Hand Book. h. Hardware and/or Firmware patch and update management.

C. Training and Capacity Building

a. Training and Capacity Building requirement b. Imparting of regular refresher trainings

D. User Support and Maintenance of the Integrated ERP application

a. Application monitoring and Compliance to Service Level Agreements b. Application support including modifications and integration with future systems c. Bugs / Fixes Management d. Software Change and Version Control e. Maintenance of Configuration Information & System documentation

E. Operations and Maintenance of IT infrastructure

a. Help Desk Services b. Server Monitoring, Administration & Management Services c. Backup, Restore and Archival Services d. Storage Administration services e. Database Administration f. User Administration g. Security Administration h. Data Center operations i. Production Control and Scheduling j. Network Management k. Warranty, ATS and Annual Maintenance Contract


8.2 Application Customization and Implementation 8.2.1 Development of the Project implementation plan

Upon award of the Contract, the System Integrator shall develop a Detailed Project Plan encompassing the activities specified in the Contract. The contents of the Project Plan shall be as below: a. Project Organization and Management Plan; b. Design and Development plan c. Pre-commissioning, Operational and User Acceptance Testing Plan d. Delivery and Installation Plan e. Training Plan f. Risk Management Plan g. Warranty Service Plan h. Task, Time, and Resource Schedules i. Post-Warranty Service Plan j. Technical Support Plan k. Quality Assurance and Control Process details which must include (but not limited to) detailing on

Metrics, Reviews, Problem Reporting and Corrective action, System audit etc. l. Data Entry Plan m. Any other item in consultation with Bihar State Electronics Development Corporation

8.2.2 Business Requirement and process study The System Integrator shall do a Business Requirements Study for each sub-department of BSEDC. The As-Is processes and To-Be processes of each of these sub-departments will be provided to the System Integrator. Though enough care has been taken to include all the processes, there could be more processes which may need to be captured by the System Integrator. Indicative MIS requirements are mentioned in the To-Be process maps. The System Integrator is however expected to capture the detailed reporting requirements of these sub-departments based on discussions with the sub-departments. The document will indicate the additions/ modification that need to be made to the product to meet the business requirements. It is the responsibility of the System Integrator to demonstrate the best practices available in the proposed ERP and how these best practices affect the output and can be implemented in the existing business processes. System Integrator shall prepare detailed System Requirement Specifications (SRS) detailing processes for all modules based on functional and Quality-of-Service requirements mentioned in this RFP and also additional requirements as may be identified in consultation with the Corporation and other stakeholders during the requirement study phase. The SRS approved by BSEDC will form the baseline for all subsequent phases of application development and deployment from an Application requirements perspective (e.g. for testing, identifying “change” to requirements etc.).

8.2.3 Supply, Installation, Configuration & Customization of Integrated ERP Solution Supplying, Installing, Configuring, Customizing (as required) and Implementing of the proposed ERP product so as to cover but not limited to the functions:

a) Supplier Management for Hardware Procurement Module b) Supplier Management for Manpower Procurement Module c) Financial Accounting & Control Module d) Human Resource Management Module e) Project Management module f) Establishment g) Inventory Management


h) Document (Hard Files) Management The modules, as mentioned above, are indicative. The System Integrator shall have to include modules based on the requirements of Bihar State Electronics Development Corporation. System Integrator will also provide all other components of the solution landscape and third party tools as may be necessary for the successful implementation and functioning of the solution with respect to the required functionalities mentioned in the RFP including Functional Requirement Specifications. The System Integrator must implement the above mentioned ERP functional modules as per the identified business needs of BSEDC. In addition, the functions will be supplemented by technology support as indicated below:

a) Enterprise Portal b) Workflow Management

System Integrator is responsible for the procurement of any software required for successfully implementing and managing the ERP System. Based on the approved System Requirement Specifications, the System Integrator will undertake the system configuration and customization. BSEDC intends to implement standard ERP functionality as far as practically possible. However, the same should meet the requirements of the FRS document as well as the requirements gathered during the Requirement study. BSEDC may agree to modify the requirements mentioned in FRS document in light of suggestions made by System Integrator. However, BSEDC completely reserves the right to agree or not to agree to any changes suggested by System Integrator. The implementation methodology and approach has to be customized to meet the implementation timelines and Service Levels. The functional requirements are mentioned in Appendix V of the RFP. These functionalities are indicative and based on the proposed business process which may undergo changes by the time of Award of Work Order to the System Integrator as well as during the execution of the project based on the detailed System Requirement study conducted by the System Integrator. All such identified changes shall also form part of the desired functionalities and shall be included in the scope of work without any additional financial implications during the implementation period. The System Integrator may, if so required, include the add-ons or modules to fulfill the requirements. System Integrator has to carry out the integration of the ERP with other applications / solutions and new plug in modules or third party devices etc. to meet the project requirements. System Integrator would also have to comply with Non-Functional Requirements (NFR) provided in Appendix VI of the RFP. System Integrator has to design and implement the requisite user authorization as well as other IT security controls, for the entire solution. Finally approved/accepted solution will be delivered as “System Configuration” document and the same should be implemented at locations that are identified within the scope of this project. All forms, reports & MIS, as per users’ requirements, shall be incorporated in ERP implementation. All required procedures, policies, delegation of powers pertaining to participating Corporations shall also be incorporated in business rules of proposed ERP by the System Integrator. The System Integrator shall, if required commission a temporary development environment inclusive of hardware, network, software and other components of the solution landscape to initiate the development work even before the procurement of actual hardware set up. It is expected that the development shall happen offshore and the bidder shall provide the offshore development environment and network connectivity for the same. However, BSEDC would provide only seating space and power connectivity for the team deputed by the System Integrator at its office in Patna for the period of development and maintenance of the system.


8.2.4 Application Testing The System Integrator shall design the Testing strategy including Traceability Matrix, Test Cases and conduct testing of various components of the ERP configured/ customized for BSEDC. The ERP testing shall at least include Unit Testing, System Integration Testing, Performance Testing, User Acceptance Testing (UAT), etc. The System Integrator shall obtain the sign-off from BSEDC on testing approach and plan (inclusive of Test cases). The System Integrator shall perform the testing of the solution based on the approved test plan, document the results and shall fix the bugs found during the testing. Though BSEDC is required to provide formal approval for the test plan, it is the ultimate responsibility of the System Integrator to ensure that the end product delivered meets all the requirements of the ERP implementation specified by BSEDC in this bidding document. At least the following activities will be carried out by the System Integrator as part of the Application Software testing: • The System Integrator shall prepare the solution testing procedure for conducting test on various

modules of the ERP solution including the test-cases. The software testing shall include Unit Testing, System Integration Testing, User Acceptance testing, Performance Testing (Full Load/ Stress Test), Integrity Testing, Security & Access Control Testing etc.

• The System Integrator shall obtain the sign-off from BSEDC on the testing approach and plan. • The System Integrator shall demonstrate to BSEDC that the solution meets all the functional & technical

requirements as per the RFP including FRS as well as the requirements finalized during the requirement gathering activity done by System Integrator.

• The System Integrator shall test the integration of the cross function modules as well as the external applications based on the approved testing procedure.

• On successful completion of the Integration test, the System Integrator shall conduct the Full load/ Stress test using suitable tools in accordance with the approved test plan. These tools have to be provided by System Integrator.

• The System Integrator shall provide and ensure all the necessary support for the conduct of the User Acceptance test by the identified employees of BSEDC who are responsible for day-to-day operations of the functions automated through the ERP solution. The System Integrator shall share the test cases and demonstrate the testing procedure to the identified employees.

• The System Integrator shall fix the bugs/errors found during the testing, document the results of the testing and submit a report to BSEDC.

• The System Integrator shall obtain the sign-off from BSEDC on the successful testing report to consider the UAT completed.

8.2.5 Quality Review and Security Audit BSEDC shall form a team for conducting the Quality Review of the implementation of the proposed solution. This team will consist of a) Nominated employees of BSEDC b) Project management consultant c) Representative of ERP OEM, if any (To be arranged by the System Integrator) d) Quality control supervisor of System Integrator

The core responsibility of the quality review team will be as follows: a) Review the project plan b) Review the Business Blue printing/ SRS document c) Review the test plan d) Review the test results


e) Review the Go-Live readiness The SI is also required to conduct security audit of the entire IT infrastructure – Servers/networks/other Hardware components as part of the Final Acceptance Test. The Security audit of the entire application shall also get conducted through STQC to ensure that it meets all the guidelines of GoB and CVC. The detailed scope of audit will be finalized at the time of finalization of preparation of test cases. Post that, a yearly security audit shall be arranged to be carried out by the System Integrator through a Cert-In empaneled vendor. It will be the responsibility of the SI to ensure that all the vulnerabilities and issues reported in the audit are promptly resolved and the resolution document is submitted to BSEDC and Security agency to show the compliance.

8.2.6 Data Digitization and Migration The System Integrator shall perform the data digitization and migration from manual and/or the existing legacy systems to the Database implemented for proposed ERP. The Data Digitization and Migration to be performed by the System Integrator shall be preceded by an appropriate Data Digitization and Migration strategy & methodology, prepared by System Integrator and approved by BSEDC. Though BSEDC is required to provide formal approval for the Data Digitization/ Migration Strategy, it is the ultimate responsibility of System Integrator to ensure that all the data sets which are required for operationalization of the agreed user requirements are digitized or migrated. Any corrections identified by BSEDC or any external agency, during Data Quality Assessment and Review, in the data digitized by System Integrator, shall be addressed by System Integrator at no additional cost to BSEDC. At least the following activities will be carried out as part of the Data Migration: • Define all the specifications that are needed to populate the data into the new ERP system • Prepare uniform codification of all data sets • Develop the data migration templates/ Forms/ Format and facilitate the migration of legacy and new

data elements into the ERP system. • Identification, configuration or development of the data upload/ download programs for the data

migration • Create data extraction programs in the legacy system to convert into the format as required by the ERP

system. • Data entry of manual records in the requisite format to be done by the System Integrator. • Scanning of appropriate paper documents, naming them, entering their characteristics like author, date,

etc., indexing, classifying and uploading into the Document Management System database. • The System Integrator shall ensure data cleansing of all the data migrated from the legacy system to

the new application & data validation before uploading the same to the production environment • Proper documentation of the data conversion / upload System Integrator shall ensure that data digitization and migration is complete in all respects and the activities are completed in time so that all the requirements of system implementation are fulfilled. The System integrator shall quote for data entry as well as scanning of A4 size paper in Form F2B. The volume given in Form F2B is for evaluation purpose only. The actual numbers may vary and the payment will be made on actuals. The main legacy applications (along with data size) from which the data has to be migrated and digitized includes but not limited to the following:

a) Tally (Accounting) b) MS Office Suite c) Old Hardcopy Documents


8.2.7 Linkage with existing applications The system integrator shall provide for:

• Integration of the Finance & Accounts Module in the proposed ERP solution with the proposed CFMS, Department of Finance, Govt. of Bihar & eProcurement system (www.eproc.bihar.gov.in)

8.2.8 Project and Product Documentation The System Integrator will provide detailed final system documentation for reference to BSEDC. System Integrator shall prepare the final User Manuals incorporating details of all menus and functionality provided by the System. BSEDC expects the following (not limited to) in the form of product documents. In addition, the System Integrator will provide ongoing product information for reference purposes and to facilitate self-education for BSEDC and other Personnel. Key documents required are:- • Business Blueprint and Revised process documents consisting of granular details of each functional

activity and any changes (if any) after the ERP implementation • Detailed Design document detailing technical architecture (application, network, and security) • Database infrastructure architecture, including clustering/ mirroring, backup & recovery strategies,

defining data structure, data dictionary as per standards laid-down by Government of India. • Data Architecture, interface architecture and integration architecture. Appropriate load balancing and

clustering techniques should be adopted by the Selected SI in the Solution design for meeting the requirements of the RFP

• Configuration Documentation: consisting of system setting and parameters for each function modules. • User Manual including system instruction and use cases, running of a program to perform specific

task in the system with sample reports, screen formats, details of menus & instructions on how to perform specific tasks in the system using screenshots etc.

• Any other documentation required for usage and maintenance of implemented solution at each location like Technical Manual, Installation Guides etc.

• System operational procedure manuals. • The System Integrator shall provide minimum three hard copies and one soft copy of the above

mentioned manuals. • The System Integrator shall submit the system documents including the Functional Specifications &

Technical Specification • The System Integrator shall prepare & submit the System Administration manual indicating the system

settings for each module • System Integrator must ensure the provision of Toolkit/ Troubleshoot guides and Learning

Management system for every component of the Application/ System software as well as IT infrastructure.

8.3 Data Centre Equipment to Supply, Installation hosting, Collaboration and Networking System Integrator has to supply, install and commission the IT Infrastructure components such as Servers, Databases, Storage Solution, Software and other supporting IT components as required at the Data Centre / Client sites (WAN equipment) which have been offered in the bid of the SI. The Data Centre (DC) to be used for this project will be provided by State Government (Bihar State Data center). The System Integrator has to procure the materials and equipment as required and given as part of the System Integrator’s response. However, it should be noted that the System Integrator has to procure all necessary equipment to run the application and network as per the requirement of the RFP documents


including the SLA. In case, it is identified that certain components are required but not quoted by the Supplier, he will procure the same free of cost. The System Integrator shall note that the specification provided is the minimum requirement and the System Integrator shall procure better equipment if it is required to meet the service levels mentioned in the RFP. BSEDC reserves the right to ask the bidder to supply only part of the hardware quoted and procure the rest of it separately by itself. The payments schedule will be adjusted accordingly.

8.3.1 Data Center i. All the hardware shall be new and procured for this project. The ownership of hardware shall be

transferred to BSEDC on commissioning of hardware. However, SI will be fully responsible for maintaining these Assets as per the Warranty and AMC Clauses and will be fully accountable for the same. The minimum specification of the equipment is mentioned in Appendix VIII.

ii. All the software used for BSEDC shall be licensed to BSEDC and will be the property of BSEDC. The licenses shall be perpetual.

iii. The System Integrator shall be responsible for end-to-end implementation and shall quote and provide/supply any items not included in the bill of material but required for commissioning of the application and meet the requirements of the RFP/Contract. BSEDC shall not pay for any of the equipment not quoted in the bid but are required for successful completion of the project. However, the same has to be supplied by the System Integrator without any additional fees.

iv. The System Integrator shall procure all required transmission and connecting media as per the network design.

v. The System Integrator will be responsible for delivering the equipment to the respective locations. vi. The System Integrator may be asked to supply all the installation material/ accessories/ consumables

(e.g. screws, clamps, fasteners, ties anchors, supports, grounding strips, wires etc.) necessary for the installation and operation of the systems.

vii. The System Integrator has to prepare and submit a delivery report including details of components supplied. The delivery report will be validated by the identified BSEDC authorized person.

viii. All the data created/captured under this project shall also be the property of the BSEDC. The Acceptance testing requirements are detailed out in Appendix VII of the RFP. The same may be further fine-tuned at the Project plan finalization stage.

8.3.2 Hosting at Data Centre The responsibility of the System Integrator will include: • Installation and commissioning of the IT Infrastructure components such as Servers, Databases,

Storage Solution, Software and other IT components required at the Data Centre. • The entire solution will be hosted on dedicated servers in State data center.

8.3.3 Minimum Technical Specifications of DC site

• Configure, Install and maintain licensed software required for proper hosting of website with latest anti-virus with all critical updates to be installed in the server.

• The server and other system software should be regularly patched/ updated. Major patching / update which requires system downtime has to be informed well in advance and should be undertaken only after BSEDC’s confirmation.

• The average CPU utilization of the environment (application and database servers) must never go beyond 70%. The server utilization should not exceed 70% of processor utilization at a stretch for 10 minutes in live/production environments. Should a breach in CPU utilization occur, the environment needs to be optimized and / or upgraded to bring the level of CPU utilization below the 70% mark.


• The System Integrator must ensure that the SAN utilization should also never exceed 70% mark. If exceeded it should inform BSEDC about the same which may take a decision on procurement of additional capacity / upgrade the same.

• None of the components and sub-components that are declared "End-of-sale‟ by the respective OEM in next two years as on date of submission of Bid shall be proposed.

• System Integrator should have a governance structure in place to report to BSEDC’s team on daily, weekly and monthly basis and the solution should allow downloading of standard and custom reports on the monitoring status in various formats like PDF, Excel etc.

• Vulnerability testing on a half yearly basis. Reporting of the same on a half yearly basis. • All Security Requirements like HTML/ SQL Injections, application of Stored Procedures etc. should be

taken care of.

8.3.4 Network connectivity The primary bandwidth for the WAN will be provided through Bihar SWAN. BSEDC will provide internet connectivity to be used for accessing the application over the internet.

8.3.5 Provision of security infrastructure The System Integrator would also be responsible for the creation & maintenance of the directory server integrated with security modules like Authentication, Authorization & Auditing capabilities, Web single sign on, OTP management for critical components and the usage of Digital signature to ensure web based signage of documents. The system integrator would also ensure adequate data security mechanism in place by the usage of the database encryption and secured data back-up practice where in the data being backed up would be encrypted and password protected.

8.4 Training and Capacity Building The System Integrator shall conduct Training Needs Analysis of all the concerned staff and draw up a systematic training plan in line with the overall project plan. The trainings shall be provided at BSEDC premises or any other premises, as fixed by BSEDC. Capacity Building is a highly critical component of this project. The objective of BSEDC Capacity Building (CB) initiatives is to equip the direct users and other stakeholders of BSEDC with the right skills, and knowledge to optimally use the ERP solution being implemented. Every user group would have a separate Pre and Post Implementation Training. The Training program would be split into series of sessions for different user groups and across functional areas of the ERP. The implementation agency shall be responsible for the following activities as part of the End User and Train the Trainer Training: a) Develop overall training plan including formation of user groups and classifications b) Develop Location-Wise Training Schedule, Curriculum, and Training Material for BSEDC and other

Department’s nodal officers c) Deliver training to end users including carrying out the training effectiveness evaluation d) Develop and maintain and update an online self-learning module for all modules Estimated number of trainees of various types are listed below:


Training Delivery mode Participants Provider Approx. number of trainings

Total people to be trained

Train the Trainer

Classroom training + Handholding

Master Trainers from BSEDC

Implementation Agency 2 – 3 2 – 4

Training for BSEDC Officials

Classroom training + Handholding + Self learning modules

All concerned BSEDC Officials


Training for various other Department Nodal Officer

Classroom training + Self learning Online modules

Department Nodal Officers (2 Participants from each departments and Govt. bodies)

Implementation Agency + Master Trainers from BSEDC

2 – 3 100 – 110

Training for various Vendor representatives


Vendor Officials


2 – 3 20 – 30

Change Management /Awareness Training

Classroom training Master Trainers from BSEDC + All BSEDC Officials


8.4.1 Imparting of regular refresher trainings The System Integrator shall also be responsible for retraining the above staff whenever changes are made in the application and/or personnel. It is the responsibility of the System Integrator to ensure that the staff from BSEDC involved in the operations is familiar with new versions (if any) of the ERP system.

8.5 User Support and Maintenance of the Integrated IT application for 5 years

8.5.1 Application monitoring and Compliance to Service Level Agreements It is the responsibility of the System Integrator to: • Monitor BSEDC’s ERP application on a day-to-day basis to ensure that it functions reliably. • Monitor application to ensure that the application does not suspend, hang etc. • Monitor components, including but not limited to, Application servers, Web Servers, Middleware and

other Servers on an ongoing basis to ensure smooth functioning of the applications. • The System Integrator shall ensure compliance to uptime and performance requirements of ERP

solution as indicated in the SLA (Appendix IV of the RFP) and any major changes to the software shall be planned accordingly by the System Integrator for ensuring the SLA requirements.

• Ensure the accuracy and timeliness of data uploaded as received. • Resolve and report the data discrepancies to the designated BSEDC persons. • The System Integrator shall submit a document on the performance of the ERP application against the

desired SLA on a Quarterly basis.


8.5.2 Application support including modifications and integration with future systems The scope of System Integrator covers the following activities: • Enhancement / modifications with respect to new / enhanced / enriched functionality • Ensure the desired functioning of the Interface / integration • Test scripts preparation and interim application testing • Application installation and testing whenever required • Modification / development of reports • Provide technical support on system parameters and requirement for BSEDC’s Enterprise Applications

Software • Manage the database administration according to the agreed standards. • Present relevant information and training if applicable and necessary regarding the use and functions

of new products and services to a defined number of relevant Users designated by BSEDC. • Provide handholding support to end users in carrying out the business process transactions.

8.5.3 Bugs / Fixes Management

Bugs or Fixes Management is an important activity and based on the severity level, it becomes highly critical. As the parties involved are Users / functional team members of BSEDC, Application providers and System Integrator, SLAs may not be directly defined. System Integrator commits involvement in resolution on ‘best of efforts’ basis as per requirements. Following are the steps involved: • Problem definition • Context definition (through functional teams as per requirements) • Request Analysis by System Integrator • Priority Categorization • Logging with OEM and tracking to resolution The System Integrator shall address all the errors/bugs/gaps in the functionality offered by the ERP solution (vis-à-vis the FRS) at no additional cost during the operations & maintenance period (i.e. 5 years from the date of final GO-Live). The System Integrator shall identify and resolve application problems like system malfunctions, performance problems, data corruption etc. due to which the ERP solution is not able to give the desired performance The System Integrator shall be responsible for the following: • Updating all available patch/ updates to the ERP solution. • Providing handholding support to end users • Ensuring proactive and timely support in identification and provision of solutions including OEM Support

for resolution. • Timely logging of Bugs/Problems • Daily / Weekly / Monthly Status Reports to BSEDC & other Project Stakeholders

8.5.4 Software Change and Version Control

• The System Integrator shall define the Software Capacity Building & Version control process and obtain

approval for the same from BSEDC • The System Integrator shall maintain version control and configuration information for any system

documentation and application software. • Any changes/customizations to the ERP application performed/ identified within the period of six

months post “Final Go-Live” are not to be considered as separate Change Requests and hence are to be carried out by the System Integrator at no extra cost. However, total man months for such


changes/customizations shall not exceed 6 (six). In case the total effort crosses 6 man-months, further changes/customizations shall be handled through change control process.

• All configuration changes or minor customizations to the ERP application (even if identified after the stabilization period of six months post “Go-Live”) which require less than 5 man days of development effort are not to be considered as separate Change Requests and hence are to be carried out by the System Integrator at no extra cost throughout the period of contract.

• Only those major functional customization changes (requiring more than 5 man days of development effort) in the solution which have neither been mentioned in the approved SRS, nor included in the To-be functional solution and have not been proposed within six (6) months from “Go Live”, shall be carried out through a separate Change Control Note/Notice (CCN) prepared by the System Integrator (format has been provided as Form 2 Appendix III).

• However, any such requirement mentioned in the approved SRS or included in the To-be functional solution will be done at no extra cost.

• Changes in the application software which are mandatorily required for complying to any of the predefined SLA requirements, FRS or To-be Functional solution cannot be treated as a separate Change Request, and hence are to be completed by the System Integrator at no extra cost

• All Change Requests submitted by the System Integrator will contain an effort estimate, which would be discussed with and approved by BSEDC. BSEDC may ask the System Integrator to provide justification using standard methodology like Function Point Analysis or any similar method.

• All changes during the stabilization or support & maintenance phase shall be subjected to the comprehensive & integrated testing by the System Integrator to ensure that the changes implemented in the system meets the desired and specified requirements of BSEDC and doesn’t impact any other function of the system.

• The System Integrator shall submit a Quarterly Report on the changes performed on the application and resolution of malfunctions carried out by the System Integrator

• Troubleshoot all possible problems, monitor erratic behavior through the Application Logs. • All planned changes to application systems shall be coordinated within established Change Control

processes to ensure that: o Appropriate communication on change required has taken place o Proper approvals have been received o Schedules have been adjusted to minimize impact on the production environment

• For any changes to the software, System Integrator shall submit a document indicating proposed changes, impact to the system in terms of functional outcomes/additional features added to the system etc.

• The System Integrator is required to obtain approval from BSEDC for all the proposed changes before implementation of the same into production environment and such documentation is subject to review at the end of each quarter of operations & maintenance support.

• The System Integrator is required to keep all such documentation up to date to reflect the latest enhancements/modifications made to the application. All documentation should be prepared as per latest industry standards and should incorporate necessary version control mechanism.

8.5.5 Maintenance of Configuration Information & System documentation The System Integrator will provide detailed final system documentation for reference to BSEDC. System Integrator shall prepare the final User Manuals incorporating details of all menus and functionality provided by the System.

8.6 Operations and Maintenance of IT infrastructure Operations and Maintenance of IT infrastructure shall include a range of services related to the operation & maintenance of the IT infrastructure. The Services under this shall cover the new IT Infrastructure setup. Following services shall form a part of managed services:


a) Basic Infrastructure Services setup & b) Monitoring and Management Services The concerned SLAs have been provided in Appendix IV of the RFP. The System Integrator shall provide monitoring and management services for an agreed service window during the period of 5 years from the date of final acceptance test (Final Go live). The scope of the services for overall Physical and IT infrastructure management during this period shall include Monitoring, Administration and Management of the entire DC infrastructure together with other BSEDC’s offices. The entire stack of monitoring and management services shall include the following:

• Help Desk Services • Server Monitoring, Administration & Management Services • Database Administration & Management Services • Storage Administration & Management Services • Backup & Restore Services • Security Administration Services • Data Center Operations • Production Control and Job Scheduling • Network Management and Monitoring • Patch and antivirus management for desktops

8.6.1 Help Desk Services The SI will depute staff who will be contactable via phone and mail to provide assistance to the Users and address their queries and concerns. This assistance will be provided during the Service Hours as per the location classification and responsibility matrix, which will be covered in the Operations Manual to be provided by System Integrator and duly approved by BSEDC. During all other hours, users can leave their message via email. The requests received on email will be taken during the next working day. A proper escalation procedure, as mentioned in the duly approved Operational Manual, will be followed if the problem cannot be resolved. Shared resources of operational and technical support group will provide this service at all locations. The help desk service will serve as a single point of contact for all incidents and service requests. The service will provide a Single Point of Contact (SPOC) and also escalation / closure of incidents for the user departments. The Help desk services would be for Infrastructure Facility Management and Application support at SDC and offices identified by BSEDC. The activities shall include

• Provide Help Desk facility during agreed service period window for reporting user department incidents

/ issues / problems with the IT infrastructure & IT Application related issues • Provide necessary channels for reporting issues to the help desk. The incident reporting channels could

be the following: o Specific E-Mail account o Telephone (Toll free)

• Implement a call logging system in line with the severity levels as per the SLAs. The Help desk shall log user and assign an incident/ call ID number. Severity shall be assigned to each call as per the SLAs.

• Creation of knowledge base on frequently asked questions to assist users in resolving basic issues themselves

• Track each incident / call to resolution • Provide feedback to callers • Analyze the call statistics • Creation of knowledge base on frequently asked questions to aid users.


• Continuous monitoring of the physical as well as the IT infrastructure at the DC to ensure application availability as per agreed SLAs.

• Escalate the calls, to the appropriate levels, if necessary as per the escalation matrix agreed between the System Integrator and the user department. The escalation matrix shall be developed by the System Integrator in discussion with BSEDC.

• Analyze the incident / call statistics and provide monthly reports including but not limited to: o Type of incidents / calls logged o Incidents / calls resolved o Incidents / calls open o Root Cause analysis for frequently occurring incidents

• The System Integrator shall provide Help Desk facility during the working hours for reporting issues / problems with the IT infrastructure as well as Non IT components. The System Integrator shall provide a service desk facility and set up all necessary channels for reporting issues to help desk.

• Initiate a “Problem Management Record” or “PMR” to document service outages using a Problem Management System as stated in the approved Operational Manual.

• Update concerned Authority of BSEDC with complete and accurate system status. • Notify BSEDC’s designated personnel of systems or equipment failures, or of an emergency, according

to the Operational Documentation. • Maintain an updated on-line help-desk telephone number listing in the Escalation Matrix. • Call tracking and closure. • Problem escalation in case of service levels not adhered to. • Provide detailed contact list of Help Desk Support to BSEDC. • Receive log and dispatch or transfer calls. • Make the guidelines for prioritization of calls and escalation procedure for approval by BSEDC. • Prioritize problem calls as per the defined Severity Codes. • Perform problem analysis and identify the problems. • Arrange for on-site/off-site support for resolution of problem. • Intimate concerned BSEDC Authority of all the emergencies and equipment failures. • Resolve performance issues of third party vendors, if any. • Maintain the escalation procedure and notify the concerned person(s) as per the contact list provided

by BSEDC. • Shall be primarily responsible for resolving third party service provider (if any) performance issues. • Provide monthly reports to BSEDC on calls handled by Help desk.

BSEDC will: • Provide the contact list of all personnel who will be intimated for the problem determination assistance

and escalation and ensure their availability. • Ensure that the users are aware of the Help Desk Services and its functions. • Assist System Integrator in resolving performance issues of third party vendors, if so required.

8.6.2 Monitoring, Administration & Management of IT assets at Head Office & DC Site All the devices that will be installed in the Data Centre and networking devices as part of the physical infrastructure should be SNMP enabled and shall be centrally and remotely monitored and managed on a 24x7x365 basis. The physical infrastructure management and maintenance services shall include but not limited to: • Proactive and reactive maintenance, repair and replacement of defective components (IT and Non-IT/

Hardware and Software). The cost for repair and replacement shall be borne by the System Integrator. • The selected System Integrator shall have to stock and provide adequate onsite and offsite spare parts

and spare component to ensure that the uptime commitment as per SLA is met. To provide this service it is important for the selected System Integrator to have back to back arrangement with the OEMs.


• Component that is reported to be down on a given date should be either fully repaired or replaced by temporary substitute (of equivalent configuration) within the time frame indicated in the Service Level Agreement (SLA). In case the selected System Integrator fails to meet the above standards of maintenance, there will be a penalty as specified in the SLA.

• The selected System Integrator shall also maintain records of all maintenance of the system and shall maintain a logbook on-site that may be inspected by BSEDC at any time.

Systems Administration Services performed by System Integrator shall ensure that BSEDC’s IT Environment operates smoothly, securely and consistently. It also ensures Optimized use of IT resources. System Integrator shall ensure following Server Administration activities for BSEDC: • Configuration of server, storage, networking & security component parameters, operating systems

administration and tuning. • Adequate hardening of the operating systems of the servers, storage & network equipment and security

equipment to prevent and know & unknown attacks. • Operating system administration, including but not limited to management of users, processes,

resource contention, preventive maintenance and management of upgrades including migration to higher versions and patches to ensure that the system is properly updated.

• Re-installation in the event of system crash/failures. • Maintenance of a log of the performance monitoring of servers including but not limited to monitoring

CPU, disk space, memory utilization, I/O utilization, etc. • Periodic health check of the systems, troubleshooting problems, analyzing and implementing

rectification measures. • Troubleshooting issues in the infrastructure, network and IT application to determine the areas where

fixes are required and ensuring resolution of the same. • Identification, diagnosis and resolution of problem areas pertaining to the DC site infrastructure and

application and maintenance of assured SLA levels. • Implementation and maintenance of standard operating procedures for maintenance of the

infrastructure based on BSEDC’s policies. • Management of the user names, roles and passwords of all the relevant subsystems, including, but not

limited to servers, applications, network devices, storages etc. • System administration activities shall include tasks including but not limited to setting up the IT assets,

executing hardware and software updates when necessary. • System administration activities shall include tasks including but not limited to setting up the IT assets,

other activities shall include: o Configuring and apportioning storage space o Setting up of working e-mail accounts and mailing lists o Management and integration of databases o Implementing security on the Internet / Intranet o Performing periodic backup of data and automating reporting tasks

• Executing hardware and software updates when necessary • IT assets performance monitoring, fine-tuning, optimization & Problem Resolution • Pro-active Disk management /Capacity planning • IT assets Configuration changes • Understanding Performance Bottlenecks and solving the issue proactively • Log in ID administration (addition / modification / deletion / maintenance etc.) • Perform file back-up/recovery as defined in the process • Intrusion / Malware / Virus etc. detection and neutralization System Integrator will make available, monitor and process on-line and batch applications, including scheduled, unscheduled and on-request services and processing initiated by users.

8.6.3 Backup & restore and archival services


These services provide for files availability on applications and supported servers for users. • Backup of operating system, database and application as per stipulated policies at the DC. • Monitoring and enhancement of the performance of scheduled backups, schedule regular testing of

backups and ensure adherence to related retention policies. • Ensuring prompt execution of on-demand backups of volumes, files and database applications

whenever required by User Departments or in case of upgrades and configuration changes to the system.

• Real-time monitoring, log maintenance and reporting of backup status on a regular basis. Prompt problem resolution in case of failures in the backup processes.

• The backup practice should ensure the usage of concepts of GFS (Grandfather Father Son) backup scheme to ensure backup of every day, every week, every month & every year.

• The backup process should encrypt the backup and store them securely. • For every backup a pre backup test should be used to ensure higher rate of success for the backup. • The backup process should use incremental backup for all the days and a full back up at the end of the

week. This would ensure faster backup & restoration without compromising on the availability of the backup data.

• The backup solution used should be able to integrate with the Virtual Tape Library to ensure faster backup & restoration process.

• Media management including, but not limited to, tagging, cross-referencing, storing, logging, testing, and vaulting in fire proof cabinets.

• Policy driven archival of the data in the low cost storage box i.e. the Virtual tape library. These policies would be formulated as per the business needs of the process and would be finalized during the actual project implementation.

• Ongoing support for file and volume restoration requests at the DC • Control all the files during the scheduled access times. • Initiate and complete required data processing activities concerning data integrity of all processed files. • Verify, using tools and procedures, all the incoming files and outgoing files. • Document, maintain, update and execute BSEDC’s approved file and back-up and recovery

procedures. • Conduct regular back-up and recovery procedures as specified in the document and prioritized by

BSEDC. • Conduct routine monitoring and take corrective action. • Verify availability of adequate file space for processing. • Report disk space utilization for capacity planning purposes.

8.6.4 Storage, Administration & Management Services

The activities shall include: • Installation and configuration of the storage system at DC site in accordance to the application

requirement. • Required number of VLUNs should be created in the SAN to optimize the speed and storage of data.

The VLUNs created would also ensure segregation of the data as per the application requirement. The VLUNs should be dynamically configurable for the space allocation.

• Management of storage environment to maintain performance at desired optimum levels. • Development of storage management policy, configuration and management of disk array, SAN fabric

/ switches, virtual tape library, etc. • Configuration of SAN is to be carried out whenever a new application is hosted at the DC Site. This

shall include activities such as management of storage space, volume, RAID configuration, LUN, zone, security, business continuity volumes, performance, etc.

8.6.5 Database administration and Management Services


System Integrator will be responsible for: • Provide physical and operating system / data base support to the data base environments which

System Integrator establishes. • Monitor and report the performance of the database and recommend modifications to improve the

database performance. • Suggest, Maintain and/or implement database backup procedures to recover from a database outage

or corrupted databases within time frames specified in the Operations Manual. • Maintain physical database definitions and make them available to BSEDC. • Promote the database changes into the production environment as BSEDC approves. • In cooperation with BSEDC, maintain the database access routines applications development and

software maintenance personnel use and document any change to same. • Assist in problem determination and resolution of the same. • End-to-end management of database on an ongoing basis to ensure smooth functioning of the same. • Management of changes to database schema, disk space, storage, user roles. • Conduct code and configuration reviews to provide tuning inputs to the State / User Department in

order to improve the application performance or resolve bottlenecks if any. • Performance monitoring and tuning of the databases on a regular basis including, preventive

maintenance of the database as required. • Management of database upgrade or patch upgrade as and when required with minimal downtime. • Regular backups for all databases in accordance with the backup and archive policies and conduct

recovery whenever required with appropriate permissions. • Implement the database encryption solution to ensure data security. Being very critical component, a

hardware based solution is proposed which would be in high available mode in the DC.

8.6.6 User Administration and Security System Integrator will be responsible for • Maintain access control and provide individual and group access to LAN / WAN resources to BSEDC’s

authorized users. • Register new users and delete existing user’s accounts as BSEDC requests. • Assign and change user passwords. • Implement adequate password complexity policy across the enterprise. • Use of the Web Single Sign On solution for the users • Undertake the usage of the Authentication, Authorization & auditing module for the users • Critical user transactions, employ the usage of the OTP solution • Also employ the usage of Digital Signature for the digital signage of the documents.

8.6.7 Security Administration Services at DC The activities to be carried out under security administration shall include: • Hardening of all the IT assets to prevent from any known & unknown attacks. • Root domain administration by creating the root and sub-domains and setting the root level security

policies such as authentication mechanisms (single/multi factor), password policies such as password length, password complexity, password expiry, account lockout policy, certificate policies, IPSEC policies etc.

• Maintaining an updated knowledge base of all the published security vulnerabilities and virus threats for related software and microcode etc.

• Ensuring that patches / workarounds for identified vulnerabilities are patched / blocked immediately. • Respond to security breaches or other security incidents and coordinate with respective OEM in case

of a new threat is observed to ensure that workaround / patch is made available for the same.


• Provide a well-designed access management system, security of physical and digital assets, data and network security, backup and recovery etc.

• The System Integrator shall be responsible for the security audit of the network to be carried out by a certified agency other than the System Integrator.

• Ensuring that the security policy is maintained and updates to the same are made regularly as per ISO 27001, BS 7799 and BS 15000, ISO 20000 guidelines

• Operating system hardening through appropriate configuration and patch updates. • Periodic reviews of domain level rights and privileges.

8.6.8 Data Centre Operations

System Integrator shall provide availability of systems, which support the daily business operations of BSEDC. System Integrator will be responsible for: • Make available, Monitor and process on-line and batch applications scheduled and unscheduled and

on approval request services. • Operate the Application Software as well as IT Application to support the operating schedules of

BSEDC in accordance with the Service Levels. • Plan system maintenance in accordance as per schedule defined by System Integrator and approved

by BSEDC • Regularly monitor approved user job submissions.

8.6.9 Production Control and Job Scheduling

System Integrator will maintain production schedules and cooperate with BSEDC in responding to special processing requests and new processing requirements. System Integrator will be responsible for: • Prioritize and schedule batch jobs and report distribution systems subject to BSEDC’s schedule

parameters • Obtain BSEDC approval for major production control schedules and distribute before implementation • Coordinate and modify schedules for special requests

8.6.10 Warranty, ATS and Annual Maintenance Contract System Integrator shall provide warranty, ATS, and maintain the Non IT infrastructure, IT infrastructure and software infrastructure for the entire solution provided to BSEDC. The services shall be rendered at DC and BSEDC premises. As part of the transition exercise for the support services the System Integrator is expected to develop a work plan for the knowledge sharing as per scope defined in this bidding document for use in future phases of the project. The services covered under post implementation support include: - • Comprehensive Warranty for three years from the date of supply of IT & Non-IT infrastructure (servers,

storage, networking components, etc.) provided by the System Integrator at all the implementation sites including BSEDC’s sites and DC.

• Comprehensive AMC from the date of the completion of Warranty Services on the hardware till the end of 5 years from the date of Final Go Live.

• Comprehensive AMC/ATS services from the date of completion of Warranty on all the licensed software (IT product, associated software components, database, operating systems, etc.) provided by the System Integrator till 5 years from the date of Final Go live.

• Operations & Maintenance Services for IT and Non-IT infrastructure of Primary DC for 5 years from the date of Final Go-Live.

• Helpdesk and Client Side Support services for 5 years from the date of Final Go-Live • Software maintenance and support services for 5 years from the date of Final Go-Live


• Application functional (operational) support services for implemented IT Solution for 5 years from the date of Final Go-Live.

8.6.11 Warranty and Annual Maintenance Contract System Integrator shall provide comprehensive warranty of all the tendered items supplied for the project. It shall be for 36 months from the date of supply. Comprehensive AMC should also be provided from the date of end of warranty till the end of 5 years from the final Go Live. System Integrator shall provide the comprehensive manufacturer's warranty in respect of proper design, quality and workmanship of all hardware, equipment, accessories etc. covered by this bidding document. System Integrator must warrant all hardware, equipment, accessories, spare parts, software etc. procured and implemented as per this bidding document against any manufacturing defects during the warranty period. • The selected System Integrator shall be required to sign an Annual Maintenance Contract for Hardware

& Software as per the provisions made in this tender document. • System Integrator shall, for this purpose, stock sufficient spares for rendering service and meeting SLA.

BSEDC is not obliged to continue with the System Integrator providing AMC and may choose another System Integrator as AMC Partner.

• The System Integrator shall quote for year-wise comprehensive Annual Maintenance Contract for the period between end of warranty till 5 years from the date of Final Go-Live.

• No separate charges shall be paid for visit of engineers or attending to faults and repairs or supply of spare parts.

• During the implementation period and warranty period System Integrator shall perform all the functions as enunciated under the AMC at no extra cost to BSEDC. All the penalty clauses shall be applicable during the implementation period and during period of warranty in case of failure on part of System Integrator.

• The System Integrator, at the time of submission of project plan, submit the proposal specifying the fault control center location and how it proposes to carry out repair under AMC. The System Integrator shall also indicate what spares will be kept in different locations. The infrastructure planned to be created by the System Integrator to fulfill his obligations under AMC and his action plan to deal with the various situations arising out of hardware and software faults shall be clearly indicated.

• The support for planning, optimization and tuning of hardware and software after commissioning, whenever needed during Operation period/ Warranty / AMC shall be provided by System Integrator at no extra cost to BSEDC.

• Mean Time between Failures (MTBF): If during contract period, any equipment has a hardware failure on four or more occasions in a period of less than three months or six times in a period of less than twelve months, it shall be replaced by equivalent or higher-level new equipment by the System Integrator at no cost to BSEDC. For any delay in making available the replacement and repaired equipment for inspection, delivery of equipment or for commissioning of the systems or for acceptance tests / checks on per site basis, BSEDC reserves the right to charge a penalty.

• Warranty should not become void, if BSEDC buys, any other supplemental hardware from a third party and installs it within these machines under intimation to the System Integrator. However, the warranty will not apply to such supplemental hardware items installed

• The System Integrator shall carry out Preventive Maintenance (PM), including cleaning of interior and exterior, of all hardware and testing for virus, if any, and should maintain proper records at each site for such PM. Failure to carry out such PM will be a breach of warranty and the warranty period will be extended by the period of delay in PM.

• The System Integrator shall ensure that the warranty complies with the agreed Technical Standards, Security Requirements, Operating Procedures, and Recovery Procedures.

• System Integrator shall have to stock and provide adequate onsite and offsite spare parts and spare component to ensure that the uptime commitment as per SLA is met.

• Any component that is reported to be down on a given date should be either fully repaired or replaced by temporary substitute (of equivalent configuration) within the time frame indicated in the Service Level Agreement (SLA).


• The System Integrator shall develop and maintain a database of IT inventory to include the registered hardware warranties.

8.6.12 Annual Technical Service

• System Integrator shall maintain data regarding entitlement for software enhancements, refreshes, replacements and maintenance.

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

• System Integrator should carry out any requisite adjustments / changes in the configuration for implementing different versions of Application Software.

• Updates: The System Integrator shall provide and implement from time to time the Updates of the software and operating systems as required. The System Integrator should provide updates & patches of the IT software and tools to BSEDC as and when released by OEM without any cost to BSEDC. All the software shall have the latest updates at the end of Contract period.

• System Integrator shall provide patches to the licensed software including the IT software, operating system, databases and other applications.

• Software License Management: The System Integrator shall provide for software license management and control. System Integrator shall provide complete manufacturer’s technical support for all the licensed software problems and/or questions, technical guidance, defect and non-defect related issues. System Integrator shall provide a single-point-of-contact for software support and provide licensed software support including but not limited to problem tracking, problem source identification, problem impact (severity) determination, bypass and recovery support, problem resolution, and management reporting.

• The manufacturer’s technical support shall at a minimum include online technical support and telephone support during BSEDC’s business hours (Business hours in BSEDC will be from 0930 hours to 1800 hours on weekdays (Mon-Sat)) with access for BSEDC and System Integrator to the manufacturer’s technical support staff to provide a maximum of 4 hour response turnaround time. There should not be any limits on the number of incidents reported to the manufacturer. BSEDC shall have access to the online support and tools provided by the manufacturer. BSEDC shall also have 24x7 accesses to a variety of technical resources including the manufacturer’s knowledge base with complete collections of technical articles.

• System Integrator shall have to undertake Operational Support Services of the entire IT system during the complete Implementation phase till the commissioning free of cost and 5 years post that. The Service requirement and its associated SLA during the Operation phase are mentioned in separate section (Appendix IV of the RFP) in this bidding document.

8.7 Key Personnel Requirement System Integrator shall deploy adequate operational staff at data center and for application support services. Qualified Personnel of varying skills shall be provided by the System Integrator. System Integrator shall have to propose an optimum (critical to the project) staffing plan so as to meet BSEDC’s requirements along with the bid. Detailed role and responsibility of operational staff shall have to be indicated by along with the bid, however, BSEDC reserves the right to get the plans of System Integrator modified depending upon exact requirement. The minimum manpower deployment is given in the following paragraphs. The System Integrator is expected to deploy people over and above this to ensure that the delivery timelines and SLAs are met.

8.7.1 Application Development and Customization


Contractor would submit man power deployment plan and would ensure deployment of sufficient specialized and experienced man power throughout the project to complete the implementation, stabilization of the IT system in time successfully. The manpower deployment shall ensure that implementation of all the module shall happen in parallel. The SI shall deploy adequate number of system analysts, programmers, server administrator, and database administrators etc. so as to meet the project requirements including SLAs. The schedule of the deployed personnel needs to be provided in Form 10.8 & 10.9 of Appendix I.

8.7.2 Operations and Maintenance

A. Handholding support– Onsite Following are the indicative manpower requirement for Handholding support. However, in case more manpower is needed to meet the service level, the same shall be provided by the System Integrator.

B. From Final Go Live-6 months It is expected that support staff shall be made available for the period of 6 months from the date of Go-Live. The primary responsibility of the handholding support will be to help users do the routine transactions. A central helpdesk shall be set up with a phone support to log the issues. The helpdesk should support ticket logging from e-mails, phones and the tool itself. The helpdesk personnel shall, with help of the onsite handholding solve all the L1 tickets. This helpdesk shall have two personnel available during the normal office hours. The L2 & L3 tickets may be addressed by offsite personnel working form a remote location.

C. Six months onwards from the Final Go Live till end of Contract The System Integrator shall decide on number of resources to be deployed to meet the service levels. However, a minimum of 3 personnel (1 No. each for Database, Application & Server) need to be deployed at BSEDC office apart from the help desk.

D. Application support and System administration services Application support and Systems Administration Services performed by System Integrator shall ensure that project’s IT Environment operates smoothly, securely and consistently. In general, the type of manpower that needs to be deployed for core areas of ERP and Data Center functioning are as follows: Project Manager • System Administrator& Database Administrator (OS, DB, User Management etc.) • Application Management Functional as well as Technical personnel (Maintain ERP applications) • Hardware, Network, Video Conferencing equipment operations and maintenance personnel • Back-Up / Disaster Management Personnel

The above list is indicative. The SI shall provide a deployment schedule of these respective personnel in the forms in Appendix I.

8.8 Number of users

As described above the ERP system will be accessed through various access channels, such as – 1. The BSEDC Operational staffs would access the system through secured LAN 2. The BSEDC Top management would access the system through secured LAN and also over the

mobile devices (mainly the project Dashboard) 3. The Nodal Officers from various other Departments and Government bodies would access the

system either through the BSWAN or over Internet Connectivity through a separate Online Portal. 4. The Nodal Officers from various Vendors and Suppliers would access the system over Internet

Connectivity through a separate Online Portal.


5. Any other person properly authenticated and authorized by the system would access the system over Internet Connectivity through a separate Online Portal.

As studied and reported – a) The number of concurrent users through the Online Portal at any given time may range up to

8000. The list of concurrent users includes any or all type of users mentioned above. b) The number of concurrent users through other access channels at any given time may range up

to 200.

8.9 Deliverables, Timelines and Payment Milestones Deliverable linked to Phases

a) CAPEX cannot be more than 60% of project value. In case it is more, for payment purposes only 60% of the contract value will be considered as CAPEX and 40% as OPEX.

b) Software Cost in the table below includes Cost of any COTS / other software, development and customization costs, Data digitization and migration costs & Training costs.


# Activity/Task Deliverables/ Milestone

Timelines (In weeks)

Payment Milestone

1 • Project Award & Contract signing

between BSEDC and successful Systems Integrator

Project Start Date = T

2

• Project Planning • Resourcing schedule • Development Implementation and

Maintenance approach • Comments on FRS

a) Finalized Project plan b) Finalized Inception Report

T + 2

15% of Software cost (against completion of activity no. 2)

3

• Study of existing processes and suggestion on To-Be processes based on best practices

• Finalizing custom requirements • Requirement gathering and

preparation of SRS • Data Center and Network

Architecture

a) Finalized Requirement report b) Approved System requirement specification c) Approved Data Center and Network Architecture

T + 5


4 • System design – Detailed Test Plan • Quality Audit plan

Approved Test plan T + 7

5 • System Development – Application development

T + 23

6 • System Testing Unit and Integration testing reports T + 25

7 Complete DC/DR and Network Implementation

Acceptance of DC/DR hardware & software Implementation report

T + 30

80% of Hardware Cost ( against completion of activities no. 7 )

8 UAT Completion and Go Live Successful UAT report as per Clause 8.2.4 T+ 34

50% of Software cost ( against completion of activities no. 4,5,6 and 8 )

9 Submission of Documentation As per Clause 8.2.8 T + 36

20% of Software cost (against completion of activity no. 9


10 Post Go-live Support SLA adherence report on a monthly basis

60 months after acceptance of Go Live

20 equal Quarterly Payments of 5% of Maintenance cost after deduction of SLA Penalties, if any. And, 4 equal Quarterly payments of 5% of the total cost of Hardware installed (if any) during the first 4 quarters after the Go-Live.


9. Redistribution of the ERP System

BSEDC as the Nodal Agency under the Government of Bihar regarding IT and ITeS projects, in future might opt for redistribution of the ERP solution to other Departments / Corporations of Govt. of Bihar. The redistribution model may include Addition / Deletion / Customization of the base product as required by the department. Any such job will either be taken as a change request or may be considered as a new engagement and would be treated separately. The prices quoted for Hardware in response to this RFP shall remain valid for one year and any additional hardware required for redistribution of the ERP system to other Corporations / Departments of Govt. of Bihar would be procured at the same prices.


10. Appendix I: Forms

10.1 Form 1: Compliance Sheet for Technical Proposal (The technical proposal should comprise of the following basic requirements. The documents mentioned in this compliance sheet along with this form, needs to be a part of Technical proposal)

# Specific Requirements Documents Required Compliance Reference & Page Number

1. Covering Letter for Technical Proposal As per Form 4 Yes / No

2. Legal Entity Certificates of incorporation Yes / No

3. Sales turnover in application development/ System integration

Extracts from the audited balance sheet and profit & loss; OR Certificate from the statutory auditor

Yes / No

4.

Experience in ERP systems development and Implementation engagement(s)

Completion certificates from the client; OR Work order + Self certificate of completion (Certified by the statutory auditor); OR Work order + phase completion certificate from the client AND Project citation (Form 5)

Yes / No

5. Certifications Copy of CMMi Level 3 certificate (or above) Yes / No

6.

Average turnover from System Integration/ERP Systems Development and Implementation Work in last 3 years (Turnover in INR Crores)

Extracts from the audited Balance sheet and Profit & Loss; OR Certificate from the statutory auditor

Yes / No

7.

Experience in Hardware and Network Equipment Supply, Installation & Maintenance services


Yes / No

8. Experience in Software Development & maintenance services


Yes / No


# Specific Requirements Documents Required Compliance Reference & Page Number

9.

Solution Proposed and Demonstration of understanding of the Corporation’s requirements

Form 6, 6A, 6B and 6C along with a note with details of solution proposed for the following components along with name of project where these components have been used earlier:

Enterprise portal Yes/ No Registration Module Yes/ No Document management system Yes/ No Workflow management Module Yes/ No Supplier Management for Hardware Procurement module

Yes/ No

Supplier Management for Manpower Procurement module

Yes/ No

Project Management module Yes/ No Human Capital Management module Yes/ No Financial Accounting & Control module Yes/ No

10.

Project Plan and Resource deployment plan to perform the work in this assignment

Forms 7, 8 and 9 Detailed work plan preferably in Gantt chart format and

Resource Deployment plan

CVs of Key Professionals proposed

Yes / No

11. Deviations (if any) Form 10 Yes / No


10.2 Form 2: Particulars of the Bidder

# Information Sought Details to be Furnished A Name and address of the bidding Company B Incorporation status of the firm (public limited / private limited, etc.) C Year of Establishment D Date of registration E ROC Reference No. F Details of company registration

H Name, Address, email, Phone nos. and Mobile Number of Contact Person


10.3 Form 3: Bank Guarantee for Earnest Money Deposit To, <Name> <Designation> <Address> <Phone Nos.> <Fax Nos.> <email id> Whereas <<Name of the Bidder>> (hereinafter called 'the Bidder') has submitted the bid for Submission of RFP # <<RFP Number>> dated <<Date>> for <<Name of the assignment>> (hereinafter called "the Bid") to Bihar State Electronics Development Corporation (BSEDC) Know all Men by these presents that we << >> having our office at <<Address>> (hereinafter called "the Bank") are bound unto the Bihar State Electronics Development Corporation (BSEDC) (hereinafter called "the Purchaser") in the sum of INR <<Amount in figures>> (Rupees <<Amount in words>> only) for which payment well and truly to be made to the said Purchaser, the Bank binds itself, its successors and assigns by these presents. Sealed with the Common Seal of the said Bank this <<Date>> The conditions of this obligation are: 1. If the Bidder having its bid withdrawn during the period of bid validity specified by the Bidder on the Bid Form;

or 2. If the Bidder, having been notified of the acceptance of its bid by the Purchaser during the period of validity of

bid (a) Withdraws his participation from the bid during the period of validity of bid document; or (b) Fails or refuses to participate in the subsequent Tender process after having been short listed;

We undertake to pay to the Purchaser up to the above amount upon receipt of its first written demand, without the Purchaser having to substantiate its demand, provided that in its demand the Purchaser will note that the amount claimed by it is due to it owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions. This guarantee will remain in force up to <<insert date>> and including <<extra time over and above mandated in the RFP>> from the last date of submission and any demand in respect thereof should reach the Bank not later than the above date. NOTHWITHSTANDING ANYTHING CONTAINED HEREIN:

I. Our liability under this Bank Guarantee shall not exceed INR <<Amount in figures>> (Rupees <<Amount in words>> only)

II. This Bank Guarantee shall be valid up to <<insert date>>) III. It is condition of our liability for payment of the guaranteed amount or any part thereof arising under this

Bank Guarantee that we receive a valid written claim or demand for payment under this Bank Guarantee on or before <<insert date>>) failing which our liability under the guarantee will automatically cease.

(Authorized Signatory of the Bank) Seal: Date:


10.4 Form 4: Letter of Proposal To:

<Location, Date> <Name> <Designation> <Address> <Phone Nos.> <Fax Nos.> <email id>

Subject: Submission of the Technical bid for <Name of the Systems Implementation assignment> Dear Sir/Madam, We, the undersigned, offer to provide ERP Systems Implementation solutions to the Purchaser on <Name of the Systems Implementation engagement> with your Request for Proposal dated <insert date> and our Proposal. We are hereby submitting our Proposal, which includes this Technical bid and the Financial Bid sealed in a separate envelope. We hereby declare that all the information and statements made in this Technical bid are true and accept that any misinterpretation contained in it may lead to our disqualification. We undertake, if our Proposal is accepted, to initiate the Implementation services related to the assignment not later than the date indicated in Fact Sheet. We agree to abide by all the terms and conditions of the RFP document. We would hold the terms of our bid valid for <90> days as stipulated in the RFP document. We understand you are not bound to accept any Proposal you receive. Yours sincerely, Authorized Signature [In full and initials]: Name and Title of Signatory: Name of Firm: Address: Location: _____________________________________Date: ___________________________ _____________________________________________________________________________


10.5 Form 5: Project Citation Format

Relevant IT project experience (provide no more than 5 projects in the last 5 years)

General Information

Name of the project

Client for which the project was executed

Name and contact details of the client

Project Details

Description of the project

Scope of services

Outcomes of the project

Other Details

Total cost of the project

Total cost of the services provided by the respondent

Duration of the project (no. of months, start date, completion date, current status)

Other Relevant Information

Letter from the client to indicate the successful completion of the projects

Copy of Work Order


10.6 Form 6: Proposed Solution Technical approach, methodology and work plan are key components of the Technical Proposal. You are suggested to present Approach and Methodology divided into the following sections:

a) Solution Proposed b) Understanding of the project (how the solution proposed is relevant to the understanding) c) Technical Approach and Methodology

Form 6 A: Solution Proposed

#

Proposed Solution (Provide the Product Name or fill Custom Built, in case of a new development)

Version & Year of Release

OEM

Features & Functionalities

O&M Support (Warranty/ATS/: as required as per RFP)

Reference in the Submitted Proposal (Please provide page number/section number/ volume)

Form 6 B: Bill of Material (Software)

# Item

Proposed Solution (Provide the Product Name or fill Custom Built, in case of a new development)

Unit of Measurement

Number of Licenses (Development Environment)

Number of Licenses (UAT)

Number of Licenses (Training)

Number of Licenses (Data Centre Production)

Form 6 C: Bill of Material (Infrastructure) For each hardware, provide the following information in a table

(i) Reference of the server/storage information in the Submitted Proposal (Please provide page number/section number/ volume)

(ii) Services proposed to be hosted on the Server (iii) Quantity (iv) Make and Model (v) Year of Introduction (vi) Operating System along with version (if applicable) (vii) Processor and Number of Cores Offered (if applicable) (viii) Architecture (RISC/EPIC/CISC) (if applicable) (ix) RAM/HDD/LAN Ports/ HBA (as relevant) (x) Additional Information as required to indicate the compliance to the requirements in the RFP (ex,

Capacity, Disk Space) (if applicable)


10.7 Form 7: Proposed Work Plan

No Activity1 Calendar Months2

1 2 3 4 5 6 7 8 9 10 11 12 n

1 2 3 4 5 N

1 Indicate all main activities of the assignment, including delivery of reports (e.g.: inception, interim, and final

reports), and other benchmarks such as Purchaser approvals. For phased assignments indicate activities, delivery of reports, and benchmarks separately for each phase.

2 Duration of activities shall be indicated in the form of a bar/ Gantt chart.


10.8 Form 8: Team Composition

Name of Staff with qualification and experience

Area of Expertise

Position Assigned Task Assigned

Time committed for the engagement

Implementation / Development Phase

Operations / Post Implementation Support Phase


10.9 Form 9: Deployment of Personnel

No Name of Staff1 Staff input in Months (in the form of a bar chart)2

Total staff man-months proposed

1 2 3 4 5 6 7 8 9 10 11 12 n Total

Total

1. For Professional Staff the input should be indicated individually; for Support Staff it should be indicated by

category 2. Months are counted from the start of the assignment. Full time input Part time input


10.10 Form 10: Deviations To:

<Location, Date> <Name> <Designation> <Address> <Phone Nos.> <Fax Nos.> <Email id>

Dear Sir: Subject: Deviations <Provide Name of the Implementation Assignment> We declare that all the services shall be performed strictly in accordance with the Tender documents except for the variations and deviations, all of which have been detailed out exhaustively in the following statement, irrespective of whatever has been stated to the contrary anywhere else in our bid. Further we agree that additional conditions, if any, found in the Tender documents, other than those stated in deviation schedule, shall not be given effect to. A - On the Terms of Reference [Suggest and justify here any modifications or improvement to the Scope of Work you are proposing to improve performance in carrying out the assignment (such as deleting some activity you consider unnecessary, or adding another, or proposing a different phasing of the activities). Such suggestions should be concise and to the point, and incorporated in your Proposal.]

No. Deviation Material Non-Material

Impacted Deliverable(s) Impacted Timeline(s) Financial Impact

1. <Deviation description>

<Yes / No>

<Yes / No>

<Name(s) of Deliverables to get affected by the Deviation>

<Effect on Timelines due to the Deviation>

<Value>


<Yes / No>

<Yes / No>



<Value>


<Yes / No>

<Yes / No>



<Value>

B – Any other areas

No. Deviation Material

Non-Material

Impacted Deliverable(s) Impacted Timeline(s) Financial Impact


<Yes / No>

<Yes / No>



<Value>


<Yes / No>

<Yes / No>



<Value>


<Yes / No>

<Yes / No>



<Value>

Yours sincerely, Authorized Signature: Name and Title of Signatory: Name of Firm: Address:


10.11 Form 11: Illustrative Manufacturers'/Producers’ Authorization Form [This form has to be provided by the OEMs of the products proposed]

No. Date: To: OEM Authorization Letter Dear Sir: Ref: Your RFP Ref: [*] dated [*] We who are established and reputable manufacturers / producers of ________________________ having factories / development facilities at (address of factory / facility) do hereby authorize M/s ___________________ (Name and address of Agent) to submit a Bid, and sign the contract with you against the above Bid Invitation. We hereby extend our full guarantee and warranty for the Solution, Products and services offered by the above firm against this Bid Invitation. We also undertake to provide any or all of the following materials, notifications, and information pertaining to the Products manufactured or distributed by the Supplier:

a. Such Products as the Purchaser may opt to purchase from the Supplier, provided, that this option shall not relieve the Supplier of any warranty obligations under the Contract; and

b. in the event of termination of production of such Products: i. advance notification to the Purchaser of the pending termination, in sufficient time to permit the

Bank to procure needed requirements; and ii. Following such termination, furnishing at no cost to the Purchaser, the blueprints, design

documents, operations manuals, standards, source codes and specifications of the Products, if requested.

We duly authorize the said firm to act on our behalf in fulfilling all installations, Technical support and maintenance obligations required by the contract. Yours faithfully, (Name) (Name of Producers) Note: This letter of authority should be on the letterhead of the manufacturer and should be signed by a person competent and having the power of attorney to bind the manufacturer. The Bidder in its Bid should include it.


11. Appendix II: Financial Proposal Template

11.1 Form 1: Covering Letter To:

<Location, Date> <Name> <Designation> <Address> <Phone Nos.> <Fax Nos.> <email id>

Subject: Submission of the Financial bid for <Provide Name of the Implementation Assignment> Dear Sir/Madam, We, the undersigned, offer to provide the ERP Implementation services for <<Title of Implementation Services>> in accordance with your Request for Proposal dated <<Date>> and our Proposal (Technical and Financial Proposals). Our attached Financial Proposal is for the sum of <<Amount in words and figures>>. This amount is inclusive of the local taxes.

1. PRICE AND VALIDITY All the prices mentioned in our Tender are in accordance with the terms as specified in the RFP

documents. All the prices and other terms and conditions of this Bid are valid for a period of 90 calendar days from the date of opening of the Bid.

We hereby confirm that our prices include all taxes except GST. We understand that the actual payment would be made as per the existing indirect tax rates during the

time of payment.

2. UNIT RATES We have indicated in the relevant forms enclosed, the unit rates for the purpose of on account of payment as well as for price adjustment in case of any increase to / decrease from the scope of work under the contract. 3. TENDER PRICING We further confirm that the prices stated in our bid are in accordance with your Instruction to Bidders included in Tender documents. 4. QUALIFYING DATA We confirm having submitted the information as required by you in your Instruction to Bidders. In case you require any other further information/documentary proof in this regard before evaluation of our Tender, we agree to furnish the same in time to your satisfaction. 5. BID PRICE We declare that our Bid Price is for the entire scope of the work as specified in the <Refer Section No.>. These prices are indicated in Commercial Bid attached with our Tender as part of the Tender. 6. PERFORMANCE BANK GUARANTEE

We hereby declare that in case the contract is awarded .to us, we shall submit the Performance Bank Guarantee as specified in the <Appendix III> of this RFP document.


Our Financial Proposal shall be binding upon us subject to the modifications resulting from Contract negotiations, up to expiration of the validity period of the Proposal, i.e., [Date]. We understand you are not bound to accept any Proposal you receive. We hereby declare that our Tender is made in good faith, without collusion or fraud and the information contained in the Tender is true and correct to the best of our knowledge and belief. We understand that our Tender is binding on us and that you are not bound to accept a Tender you receive. Thanking you, Yours sincerely, Authorized Signature: Name and Title of Signatory: Name of Firm: Address:


11.2 Form 2: Financial Proposal

11.2.1 Form F2A: Summary Price Proposal Grand Summary Cost Table

# Particulars

Price in figures(The figures should be brought from the respective totals from the Form F2B)

Price in words

1 Hardware and associated standard software (A)

2 Cost of the ERP Software/COTS product and/or other packaged Software (if any) (B)

3 Configuration Customization and Development cost (C) 4 Training (D) 5 Data Digitization and Migration (E) 6 Recurrent Costs (F) Grand Total

The amount shown against the Grand total in the above table will be the ‘Price Proposal’ for the bid inclusive of insurance (if any), all taxes, except the GST which will be paid extra as per the prevailing rates. The payments will be made as a percentage of ‘Price Proposal’.


11.2.2 Form F2B: Details of Commercial Bid The total amount under the headings ‘A’, ‘B’, ‘C’, ‘D’ ‘E’ and ‘F’ will be carried over to Form F2B under the respective headings. Care should be taken to exactly match the two sets of figures. A. Hardware and associated standard software (A)

*The unit cost quoted above shall also be used for calculating the cost of any change requests (for scope of work not already contained in the RFP documents) which may come during the duration of Contract.

B. Cost of the ERP Software/COTS product and/or other packaged Software (if any)

# Component Description Quantity (x)

Unit Rates (y)

Unit Rates in Words

Total (x*y)

1

All the modules mentioned in this RFP and also any other software/module/sub-module which is essential to meet the requirements mentioned in the Functional requirement specifications and other clauses of Terms of reference.

Total (B) Please provide per unit cost of each of the modules of packaged and other software for which the licenses will be procured from the OEM.

# Component Description Quantity (x)

Unit Rates (y)

Unit Rates in Words

Total (x*y)

Data Center 1 Database server (In HA mode) 2 Application server (In HA mode) 3 Reporting /Analytics server ( In HA mode) 4 Backup & Archival Server 5 DMS Server (in HA mode) (if needed) 6 Directory Server & Domain naming server (in HA mode) 7 Web server (Web server form in load balancing mode) 8 AAA and Single Sign on server (in HA Mode) 9 SAN Storage

10 SAN Switch (in Redundant mode) with all required software for complete storage and archival

11 Virtual Tape library 12 Database Encryption solution 13 Web Single sign on software 14 Testing and Training Server 15 Development Server 16 Server Load Balancer with SSL VPN 17 Proxy solution (in HA mode) 18 Backup Solution 19 Archival solution 20 AAA software 21 Enterprise Operating system 22 Management PCs 23 Access Switch 24 Rack (Not bigger than 36 U) 25 Any other hardware and software (please specify) Total (A)


The unit cost quoted above shall also be used for calculating the cost of change requests (for scope of work not already contained in the RFP documents) which may come during the duration of Contract. The price quoted by System Integrator for licenses shall remain valid for next one year from date of delivery of first license. BSEDC will have the right to buy additional licenses in a block of 20.

C. Configuration, Customization and Development Cost (C)*

Component Description

Number of resources

(x)

Deployment period in

months(y)

Unit Rate per

month (z)

Unit Rate in Words

Total (x*y*z)

Grand Total

Project Manager Enterprise Architect Type 1 Resource Programmer Type 2 resource System Analyst Type 3 resource Please specify Other implementation related charges apart from manpower deployment Please specify (Provide price in ‘total’ column.

Total (C) *The unit cost of manpower quoted above shall also be used for calculating the cost of change requests (for scope of work not already contained in the RFP documents) which may come during the duration of Contract.

D. Training Cost (D)

# Component Description Charges Total

1 Training Charges

Total (D)

E. Data Digitization and Migration (E)

# Component Description Quantity (x) Unit Rates (y) Total (x*y)

1 Per page Cost for scanning an A4 size paper 100000

2 Per field Cost for data entry (1 field = 30 characters) 100000

3 Electronic data migration (from Tally system) Lumpsum

TOTAL (E)


F. Recurrent Charges (F)

# Component Warranty Period Post Warranty Period Grand Total Y1 Y2 Y3 Y4 Y5 Total

F1 Maintenance of IT infrastructure including Standard software support updates and upgrades Data Center

1. Database server (In HA mode)

2. Application server (In HA mode)

3. Reporting /Analytics server (In HA mode)

4. Backup & Archival Server

5. DMS Server (in HA mode) (if needed)

6. Directory Server & Domain naming server (in HA mode)

7. Web server (Web server form in load balancing mode)

9. AAA and Single Sign on server (in HA Mode)

10. SAN Storage

11.

SAN Switch (in Redundant mode) with all required software for complete storage and archival

12. Virtual Tape library

13. Database Encryption solution

14. Web Single sign on software

15. Testing and Training Server

16. Development Server

17. Server Load Balancer with SSL VPN

18.

Proxy solution (in HA mode)

19. Backup Solution 20. Archival solution 22. AAA software 24. Enterprise OS 25. Management PCs 27. Access Switch

28. Rack (Not bigger than 36 U)


# Component Warranty Period Post Warranty Period Grand Total Y1 Y2 Y3 Y4 Y5 Total

29. Any other (please specify)

Sub Total (F1)

F2 Packaged Software Support updates and upgrades 1 Module 1 2 <> 3 <> 4 E<>

5 Any other packages software, please specify

Sub Total (F2)

F3

Maintenance of Custom software and packaged software (including help desk) (F3)

F4 Bandwidth Charges (F4)

F5 Any other recurrent charges (please specify) (F5)

Total (F)=(F1+F2+F3+F4+F5)

The annual cost for different items under clause E above, may also be used as a basis for rates for different items which may be required to be operated beyond 5th year of operations and maintenance.


12. Appendix III: Template for PBG & CCN

12.1 Form 1: Performance Bank Guarantee PERFORMANCE SECURITY: <Designation> Bihar State Electronics Development Corporation, BELTRON Bhaw`an, Patna <Phone Nos.> <Fax Nos.> Email id: [email protected] Whereas, <<name of the supplier and address>> (hereinafter called “the Bidder”) has undertaken, in pursuance of contract no. <Insert Contract No.> dated. <Date> to provide Implementation services for <<name of the assignment>> to Purchaser (hereinafter called “the beneficiary”) And whereas it has been stipulated by in the said contract that the Bidder shall furnish you with a bank guarantee by a recognized bank for the sum specified therein as security for compliance with its obligations in accordance with the contract; And whereas we, <Name of Bank> a banking company incorporated and having its head /registered office at <Address of Registered Office> and having one of its office at <Address of Local Office> have agreed to give the supplier such a bank guarantee. Now, therefore, we hereby affirm that we are guarantors and responsible to you, on behalf of the supplier, up to a total of INR<Insert Value> (Rupees <Insert Value in Words> only) and we undertake to pay you, upon your first written demand declaring the supplier to be in default under the contract and without cavil or argument, any sum or sums within the limits of INR <Insert Value> (Rupees <Insert Value in Words> only) as aforesaid, without your needing to prove or to show grounds or reasons for your demand or the sum specified therein. We hereby waive the necessity of your demanding the said debt from the Bidder before presenting us with the demand. We further agree that no change or addition to or other modification of the terms of the contract to be performed there under or of any of the contract documents which may be made between you and the Bidder shall in any way release us from any liability under this guarantee and we hereby waive notice of any such change, addition or modification. This Guarantee shall be valid until <<Insert Date>>) Notwithstanding anything contained herein:

I. Our liability under this bank guarantee shall not exceed INR <Insert Value> (Rupees <Insert Value in Words> only).

II. This bank guarantee shall be valid up to <Insert Expiry Date>) III. It is condition of our liability for payment of the guaranteed amount or any part thereof arising under this bank

guarantee that we receive a valid written claim or demand for payment under this bank guarantee on or before <Insert Expiry Date>) failing which our liability under the guarantee will automatically cease.


12.2 Form 2: Change Control Note/Notice (CCN) Format

Change Control Note CCN Number:

Part A: Initiation

Title:

Originator:

Sponsor:

Date of Initiation:

Details of Proposed Change (To include reason for change and appropriate details/specifications. Identify any attachments as A1, A2, and A3 etc.)

Authorized by : Date:

Name:

Signature: Received by the IP

Date:

Name:

Signature:

Change Control Note CCN Number:

Part B : Evaluation

(Identify any attachments as B1, B2, and B3 etc.) Changes to Services, charging structure, payment profile, documentation, training, service levels and component working arrangements and any other contractual issue.

Brief Description of Solution:

Impact:

Deliverables:

Timetable:


Charges for Implementation: (including a schedule of payments)

Other Relevant Information: (including value-added and acceptance criteria)

Authorized by the Implementation Partner Date:

Name:

Signature:


12.3 Form 3: Affidavit Format

AFFIDAVIT

1) I, the undersigned, do hereby certify that all the statements made in the required attachment are true and correct and if found fake/forged, the undersigned will be liable for infliction upon the HR and lawful punishment as well as black listing.

2) The undersigned also hereby certifies that neither our firm M/s ……………..has been black listed nor has abandoned any work in any government department, India nor any contract awarded to us for such works have been rescinded, during last five years prior to the date of this bid.

3) The undersigned hereby authorizes and request(s) and bank, person, firm or corporation for furnish pertinent information deemed necessary and requested by the Department to verify this statement or regarding my (our) competence and general reputation.

4) The undersigned understands and agrees that further qualifying information may be required and agrees to furnish any such information at the request of the Department / project implementing agency.

(Signed by an Authorized Signatory of the Firm) Title of Officer Name of Firm Date:


13. Appendix IV: Service Levels

This section describes the service levels to be established for the Services offered by the System Integrator to Bihar State Electronics Development Corporation Ltd. (BSEDC). The System Integrator shall monitor and maintain the stated service levels to provide quality service to BSEDC

1 Definitions

a) “Scheduled Maintenance Time” shall mean the time that the System is not in service due to a scheduled activity as defined in this SLA. The scheduled maintenance time would not be during 16X5 timeframe. Further, scheduled maintenance time is planned downtime with the prior permission of BSEDC

b) “Scheduled operation time” means the scheduled operating hours of the System for the month. All scheduled maintenance time on the system would be deducted from the total operation time for the month to give the scheduled operation time. The total operation time for the systems and applications within the Primary DC, DRC, if any, critical client site infrastructure will be 24X7X365. The total operation time for the client site systems shall be the business hours of BSEDC or the offices where system are deployed.

c) “System or Application downtime” means accumulated time during which the System is totally inoperable within the Scheduled Operation Time but outside the scheduled maintenance time and measured from the time BSEDC and/or its employees log a call with the System Integrator team of the failure or the failure is known to the System Integrator from the availability measurement tools to the time when the System is returned to proper operation.

d) “Availability” means the time for which the services and facilities are available for conducting operations on the BSEDC system including application and associated infrastructure. Availability is defined as: {(Scheduled Operation Time – System Downtime) / (Scheduled Operation Time)} * 100%

e) “Helpdesk Support” shall mean the 9x6 basis support center which shall handle Fault reporting, Trouble Ticketing and related enquiries during this contract. Helpdesk support is to be provided from 9:30 AM to 6:30 PM

f) “Incident” refers to any event / abnormalities in the functioning of the any of IT Equipment / Services that may lead to disruption in normal operations of the Data Centre, System or Application services.

2 Interpretation & General Instructions

a. The business hours are 9:30AM to 6:00PM on all working days (Mon-Sat) excluding Public Holidays or any other Holidays observed by BSEDC. The System Integrator however recognizes the fact that BSEDC offices will require to work beyond the business hours on need basis.

b. "Non-Business Hours" shall mean hours excluding “Business Hours”. c. 16X6 shall mean hours between 7.30AM – 11.30PM on all working days (Mon-Sat) excluding Public

Holidays or any other Holidays observed by BSEDC d. The availability for a cluster will be the average of availability computed across all the servers in a

cluster, rather than on individual servers. However, non-compliance with performance parameters for infrastructure and system/service degradation will be considered for downtime calculation.

e. System Integrator shall provide automated tool to monitor and report all the SLAs mentioned except for the one which is monitored by the EMS in Data Center.

f. The SLA parameters shall be monitored on a monthly basis as per the individual SLA parameter requirements. The System Integrator is expected to provide the following service levels as mentioned in the table below. In case these service levels cannot be achieved at service levels defined in the tables below, it shall result in a breach of contract and invoke the penalty clause.

g. A Service Level violation will occur if the System Integrator fails to meet Minimum Service Levels, as measured on a Quarterly basis, for a particular Service Level. Overall Availability and Performance Measurements will be on a monthly basis for the purpose of Service Level reporting. An “Availability and Performance Report” will be provided by the System Integrator on monthly basis in the format


suggested by BSEDC and a review shall be conducted based on this report. A monthly Availability and Performance Report shall be provided to the BSEDC at the end of every month containing the summary of all incidents reported and associated System Integrator performance measurement for that period.

h. The SLAs will prevail from the start of the Operations and Maintenance Phase. However, SLAs will be subject to being redefined, to the extent necessitated by field experience at the user units and the developments of technology practices globally. The SLAs may be measured on quarterly basis or as decided by BSEDC after taking the advice of the System Integrator and other agencies. In case these service levels cannot be achieved at service levels defined in the tables below, it shall result in a breach of contract and invoke the penalty clause. Payments to the System Integrator are linked to the compliance with the SLA metrics laid down in the tables below. The penalties will be computed and calculated as per the computation explained in this Section. During the contract period, it is envisaged that there could be changes to the SLA, in terms of addition, alteration or deletion of certain parameters, based on mutual consent of both the parties i.e. BSEDC and System Integrator.

Following tables outlines the key service level requirements for the system, which needs to be ensured by the System Integrator during the operations and maintenance period. These requirements shall be strictly imposed and either BSEDC or a third party audit/certification agency shall be deployed for certifying the performance of the System Integrator against the target performance metrics as outlined in the tables below.


1. Implementation Service Levels

# Parameter Description

Target (in weeks)

T= Date of award of contract

Delay (days) Liquidated damages

Validation Tools / method

1

a) Finalized Requirement report

b) Approved System requirement specification

c) Approved Data Center & Network Architecture

• Requirement gathering

• Preparation of SRS • Data Center and

Network Architecture

T+5

<= 2 0.125% of the Project cost excluding recurrent costs per day

>2 and < 14

0.25% of the Project cost excluding recurrent costs for each subsequent day till 13th day

>= 14 Event of default. Escalation to BSEDC and SI Management

2 Acceptance of DC/DR hardware and software Implementation report

• Complete DC/DR and redundant WAN Implementation

T+30

<= 2 0.125% of the Project cost (as per Form F2A) excluding recurrent costs per day

>2 and < 14

0.25% of the Project cost excluding recurrent costs (as per Form F2A) for each subsequent day till 13th day


3 UAT Completion and Go Live Successful UAT report T+34

<= 2 0.125% of the Project cost (as per Form F2A) excluding recurrent costs per day

>2 and < 14

0.25% of the Project cost excluding recurrent costs (as per Form F2A) for each subsequent day till 13th day


Liquidated damages (LD) will be levied at each stage of the above table. However, in case the SI is able to achieve the Final Go Live within the prescribed time limit of T0+34 weeks, the LDs imposed earlier will be refunded. The maximum LD will be capped at 10% of the Capex cost. The portal should be able to take the load of at least 8000 transactions per day. The system should be able to achieve a response time of 4 seconds with 50 concurrent users in BELTRON. The SI should demonstrate the same through simulating the load. Any requirement to test and demonstrate the same comes under the responsibilities of the SI.


2. Operations Service Level

EMS system as deployed in this RFP shall play a critical role in monitoring the SLA compliance and hence will have to be customized accordingly. The selected System Integrator (SI) must integrate the servers with the EMS tool and develop additional scripts (if required) for capturing the required data for SLA report generation in automated way. This tool would generate the SLA Monitoring report at the end of every month which is to be shared with BSEDC on a monthly basis. The tool should also be capable of generating quarterly SLA reports. BSEDC will audit the tool and the scripts on a regular basis. Where required, some of the Service Levels will be assessed through audits or reports e.g. utilization reports, measurements reports, etc., as appropriate to be provided by the System Integrator on a monthly basis, in the formats as required by the BSEDC. The tools to perform the audit will need to be provided by the System Integrator.

S. No Parameter Measurement of SLAs

1. Infrastructure Related SLAs Enterprise Management Software 2. ERP Application related SLAs Enterprise Management Software 3. Client Site (ICT Assets) Availability Enterprise Management Software

The penalties levied every quarter shall be capped at 20% of the Quarterly amount. Total penalty however, will be limited to a maximum of 10% of the Contract value. 2.1 Violations and Associated Penalties

1. The primary intent of Penalties is to ensure that the system performs in accordance with the

defined service levels. Penalties are not meant to be punitive or, conversely, a vehicle for additional fees.

2. Three-monthly performance evaluation will be conducted using the Quarterly reports of that period. 3. Penalty Calculations: The framework for Penalties, as a result of not meeting the SLA is as follows:

a) The performance will be measured for each of the defined service level metric against the minimum / target service level requirements and the violations will be calculated accordingly.

b) The number of violations in the reporting period for each level of severity will be totaled and used for the calculation of Penalties.

c) Penalties applicable for each of the high severity violations are one (1) % of respective Quarterly payment to the System Integrator.

d) Penalties applicable for each of the medium severity violations is half percentage (0.5%) of respective Quarterly payment to the System Integrator.

e) Penalties applicable for not meeting a high (H) critical performance target in two consecutive Quarters on same criteria shall result in additional deduction of 3% of the respective Quarterly payment to the System Integrator. Penalty shall be applicable separately for each such high critical activity

f) Penalties applicable for not meeting a medium (M) critical performance target in two consecutive Quarterly periods on same criteria shall result in additional deduction of 2% of the respective Quarterly payment to the System Integrator. Penalty shall be applicable separately for each such medium critical activity

g) It is to be noted that if the overall penalty applicable for any of the review period during the contract exceeds 20% of the quarterly payment or if the overall penalty applicable for any of the successive Quarterly periods during the contract is above 15%; then BSEDC shall have the right to use the Performance Bank Guarantee as deemed fit or terminate the contract or both.

I. Production ERP Systems

The failure or disruption has a direct impact on the BSEDC’s ability to service its user units, perform critical office functions or a direct impact on the day-to-day activities of the corporation. This includes but not limited to:- • Storage and related switches at Primary DC & DRC


• Web, Application, Database, Database encryption, Reporting, Directory, Domain, Single Sign on, email, DMS and Backup Servers at DC.

II. Non ERP Systems in Production and Non Production Systems (Development, QA, Mailing and Training & other Servers to be hosted). The failure or disruption has no direct impact on the BSEDC’s ability to serve its user units, or perform critical office functions. This includes but not limited to:- • Production non ERP servers (EMS, Email, Video Conferencing, SMS) • Test, QA, and Training Servers. • Helpdesk infrastructure & applications. • EMS Infrastructure

III. ERP Solution components

The failure or disruption has a direct impact on the BSEDC’s ability to service its user units, ability to perform critical BSEDC’s office functions or a direct impact on the organization. This will include solutions running on Production ERP systems mentioned above.

IV. Non ERP Solution components The failure or disruption has no direct impact on the BSEDC’s ability to serve its user units, or perform critical BSEDC’s office functions. This will include solutions running on Non ERP Systems in Production and Non Production systems. The below tables give details on the Service Levels the System Integrator should maintain. These service levels will be monitored and measured on a monthly basis.


Service Level Description

Severity of Violation Measurement

Infrastructure Availability High

Availability of production ERP systems shall be at least 99% Availability over the Quarter No. of Violations to be counted for calculation of penalty < 99% &>= 98.5% 1 < 98.5% &>= 98% 2 < 98% 3 for every percentage drop or part thereof below 98%

In addition to the above, if the service level in any month in the Quarter falls below 98%, one (1) additional violation will be added for each such month to the overall violations for this service level.

Infrastructure Availability Medium

Availability of non-ERP systems in production and non-production systems shall be at least 97%. Availability over the Quarter No. of Violations to be counted for calculation of penalty < 97% &>= 96.5% 1 < 96.5% &>= 96% 2 < 96% 3 for every percentage drop or part thereof below 96%


Application Availability High

Availability of ERP solution components measured within the Data Center shall be at least 99 %. This service level will be monitored on a monthly basis.

Availability over the Quarter No. of Violations to be counted for calculation of penalty < 99% &>= 98% 1 < 98% &>= 97% 2 < 97% 3 for every percentage drop or part thereof below 97%


Application Availability Medium

Availability of non-ERP solution components measured within the Data Center shall be at least 97% This service level will be monitored on a monthly basis.

Availability over the Quarter No. of Violations to be counted for calculation of penalty < 97% &>= 96% 1 < 96% &>= 95% 2 < 95 % 3 for every percentage drop or part thereof below 95%


Application Performance High

Average Application Response Time during peak usage hours as measured within the server environment shall not exceed 4 seconds. The list of critical business functions and peak usage hours will be identified by BSEDC during the Supply and System Integration Phase. This service level will be monitored on a monthly basis.

Average Application Response Time over the Quarter No. of Violations to be counted for calculation of penalty > 4sec &<= 5sec 2 > 5sec &<= 6sec 4 > 6sec 5 for every second increase or part thereof exceeding 6 seconds




In addition to the above, if the average application response time in any month in the Quarter goes beyond 4s, one (1) additional violation will be added for each such month to the overall violations for this service level.

2.1.1 Client side IT Application Performance



ERP Application performance

High

The portal should be able to take the load of 7000 to 8000 transactions per day. The system should be able to achieve a response time of 6 seconds with 750 concurrent users submitting applications. For this, any location connected over 256 Kbps with e-form size of 300 KB will be considered. The SI should demonstrate the same through simulating the load. Any tools or equipment required for the same would be the responsibility of the SI. This service level will be monitored on a monthly basis.

Average Application Response Time over the Quarter Violations for calculation of penalty > 6sec &<= 8 sec 2 > 8sec &<= 10sec 4 > 10sec 5 for every second increase or part thereof exceeding 10 seconds


Application Performance

High

Average Application Response Time during peak usage hours as measured through any location connected over 256 Kbps with e-form size of 300 KB shall not exceed 5 seconds. This service level will be monitored on a monthly basis.

Average Application Response Time over the Quarter Violations for calculation of penalty > 5sec &<= 8 sec 2 > 8sec &<= 10sec 4 > 10sec 5 for every second increase or part thereof exceeding 10 seconds


2.1.2 Handholding Support: Application Support

a) Level 1 Defects: The failure to fix has an immediate impact on the BSEDC’s ability to perform critical functions. b) Level 2 Defects: The failure to fix has an impact on the BSEDC’s ability to perform routine functions / that while not immediate, can

cause service to degrade if not resolved within reasonable time frames. c) Level 3 Defects: The failure to fix has no direct impact on the BSEDC’s ability to perform critical functions. d) The severity of the individual defects will be mutually determined by the BSEDC and System Integrator. e) This service level will be monitored on a monthly basis. f) The below tables gives details on the Service Levels the System Integrator should maintain.




Application Support Performance

High

95% of the Level 1 defects shall be resolved within 4 business hours from the time of reporting full details. This service level will be monitored on a monthly basis.

Performance over the Quarter Violations for calculation of penalty < 95% &>= 90% 1 < 90% &>= 85% 2 < 85% 3



High

95% of the Level 2 defects shall be resolved within 72 hours from the time of reporting full details. This service level will be monitored on a monthly basis.




High

100% of the Level 3 defects shall be resolved within 120 hours from the time of reporting full details. This service level will be monitored on a monthly basis.




14. Appendix V: Functional Requirements General Features

BSEDC interacts directly or indirectly with the following external systems 1 UID (Aadhar) verification Module to authenticate the Aadhar number provided by the Nodal

Officer/Departmental Officer at the time of online registration, against the identity of the applicant.

2 The system should communicate with the CFMS system to get feed regarding various schemes/projects and financial aspects related to that schemes/project.

3 Digital Signature distribution and management system for authenticity of documents.

4 System shall support for viewing a large number of file formats without the need of having the parent application. The system should support all commonly used file formats as MSOffice, Acrobat, TIF, JPEG, GIF, BMP, etc.

5 System shall have the facility of creating, storing and sending of notifications/alert/messages in form of e-mails/SMS systems.

6 System shall support reading and writing of data from message queues as well as sending and receiving data to and from Web services

7 System shall have the capability to connect with multiple data sources and types. System should provide access support for all major structured data sources, including but not limited to relational databases, flat files, and mark-up languages. System should be able to migrate, synchronize and replicate data across different operational systems and data sources

8 System should allow concurrent user access to the database and maintain data integrity Functional Features To successfully design and implement an ERP Solution it is required to define the functional requirements of various modules / sub-modules of the proposed ERP Solution. Functional requirements have been categorized on the basis of different modules / sub-modules of the proposed ERP solution. The minimum functional requirements of the ERP solution for BSEDC is given hereunder. However it is preferable to understand the actual requirements of each process given in the To-Be report and the input of the officials/users of BSEDC should also be considered while designing/implementing the ERP solution.

1. Procurement Management Module

A. Hardware Procurement Module

Description of the Module

The Hardware Procurement Module will be the interface for various departments and corporations that wish to procure Hardware / Software from BSEDC for their respective technology needs This module will have functionalities for respective department / corporation nodal officers to submit their requirements to BSEDC and procure the equipment The module will have functionality for generating and submitting Proforma invoices The module will have functionality for generating and submitting Purchase Order (PO) The module will have functionality for approval of payment requests

Functional Requirements

System should have facility of Login for every Department / Corporation nodal officer System should have the feature of selecting urgency levels (General / Urgent) System should have feature to capture billing and delivery addresses for hardware equipment


System should have facility to select type / name / specification of hardware equipment and quantity from a list of available items (which are already in the approved rate contract) System should have a link to GeM (Govt. e-Marketplace) for non-rate contract items System should have options for three payment modes – With payment, Without payment and Against advance System should have a feature to show the expected delivery time for each and every item in the list System should have a functionality by which Proforma Invoice can be generated and sent to respective Dept. Nodal Officer / Requisitioning authority after order acceptance System should have a feature to generate Money Receipt and Purchase Order System should have a functionality by which departments can upload copies of Delivery Challan and I&C reports System should have a Login facility for empaneled vendors System should have a feature by which vendor can raise invoice for payment after delivery System should have a feature to capture the outcome of the report of TPA so that decision on final payment can be taken The system shall display all the products that can be configured. The system shall allow user to select the product to configure. The system shall display all the available components of the product to configure The system shall enable user to add one or more component to the configuration. The system shall notify the user about any conflict in the current configuration. The system shall allow user to update the configuration to resolve conflict in the current configuration. The system shall allow user to confirm the completion of current configuration The system shall display detailed information of the selected products. The system shall provide browsing options to see product details. The system shall enable user to enter the search text on the screen. The system shall enable user to select multiple options on the screen to search. The system shall display all the matching products based on the search The system shall enable user to navigate between the search results. The system shall Maintain customer profile.

• The system shall allow user to create profile and set his credential. • The system shall authenticate user credentials to view the profile. • The system shall allow user to update the profile information. • The system shall display both the active and completed order history in the customer profile. • The system shall allow user to select the order from the order history. • The system shall display the detailed information about the selected order. • The system shall ask for proper authorization and authentication prior to add/delete/modify any user

information The system shall provide Email confirmation facility

• The system shall maintain customer email information as a required part of customer profile. • The system shall send an order confirmation to the user through email.

The system shall provide detailed invoice for customer. • The system shall display detailed invoice for current order once it is confirmed. • The system shall allow user to print the invoice.

The system shall allow multiple payment methods. • The system shall display available payment methods for payment. • The system shall allow user to select the payment method for order.

The system shall provide Graphical User Interface (GUI) • The system shall provide a uniform look and feel between all the web pages. • The system shall provide a digital image for each product in the product catalog. • The system shall provide use of icons and toolbars.

The system shall provide multi language support The system shall provide security to the data and information:


• Data Transfer o The system shall use secure sockets in all transactions that include any confidential customer

information. o The system shall automatically log out all customers after a period of inactivity. o The system shall confirm all transactions with the customer’s web browser. o The system shall not leave any cookies on the customer’s computer containing any of the user’s

confidential information like ID, Password etc. • Data Storage

o The customer’s web browser shall never display a customer’s password. It shall always be echoed with special characters representing typed characters.

o The customer’s web browser shall never display a customer’s financial or accounts details. o The system’s back-end servers shall never display a customer’s password. The customer’s

password may be reset but never shown. o The system’s back-end servers shall only be accessible to authenticated administrators. o The system’s back-end databases shall be encrypted.

The system shall provide On-line User Documentation and Help System Requirements • It shall provide detailed help through Online options like .PDF files with proper Screenshots, or

Videos etc. to users for using the system. • To implement online user help, link and search fields shall be provided.

B. Manpower Procurement Module


The Manpower Procurement Module will be the interface for various departments and corporations that wish to procure Manpower from BSEDC for their respective needs This module will have functionalities for respective department / corporation nodal officers to submit their requirements to BSEDC and procure manpower This module will have functionality to synchronize with the proposed online examination system and create and update a master list / pool of qualified candidates This module will have functionality to upload invoices The module will have functionality for approval of payment requests


System should have facility of Login for every Department / Corporation nodal officer System should have the feature of selecting urgency levels (General / Urgent) System should have feature to capture billing and deployment addresses for manpower requirement System should have feature to check for requirements in the master list of qualified candidates System should have a feature to send auto-generated SMS to available candidates asking them to join. SMS could be sent to any candidate for second time if not answered in the first attempt within specified period of time. System should have a feature to compile final list of selected candidates as per their confirmation System should have a feature to indicate to vendor for preparing joining letters and completing other formalities like document verification etc. after due approval process in BSEDC System should have a Login facility for empaneled vendors System should have a feature so that vendors can upload joining letters which can then be sent to respective departments System should have a feature by which concerned departments upload absentee report every month end, by a pre-specified date


System should have a functionality by which Invoice can be generated and sent to respective Dept. Nodal Officer / Requisitioning authority, vendors and to the respective officials of the organization System should have a feature by which vendors can upload their invoices for payment System should have a feature to generate Money Receipt System should have a feature by which the respective officials of the organization can send request for payment to the respective higher officials of the organization System should have a feature by which approval or rejection on the request for payment could be made by the respective officials of the organization System should have a feature by which vendors can upload the bank scroll with details of payment disbursed to each employee

2. Finance and Accounts Management Module


The Finance and Accounts Module will take care of the detailed financial processes and accounting needs of BSEDC This module will have functionalities for record, analyze, reporting and help in decision making for the top management. The module will have functionality to create all the required financial documents and instruments as per the standard financial rules and regulations. The module will have functionality to prepare detailed report on various financial aspects of BSEDC as required by the officials. The module will have functionality for managing all the standard processes and procedures related to payment requests.


The system should allow to submit the demand/requirement by various units/concerned person in the system. It should also allow to create, capture, and update the demand/requirement in the system. The system shall be able to forward the demand/requirement to the concerned unit/person in the format as required for the process The system should keep a systematic record of financial transactions. It should be prepared to show financial transactions in various chronological orders as selected by the user. It should present necessary information about the financial transactions. The ERP should prepare to facilitate the preparation of ledger book. The system should allow to create, update, approve, and reject any request in the system. It should also allow to ask/submit additional information on the request through the system. The same should be updated in the system and the system should be able to send the notifications as required in the process to all the concerned persons. The system should also allow forwarding the request to the concerned authority The system should be integrated with all other modules and sub-modules present in the system. Any input of data in any of the module/sub-module related to finance & accounts should be placed automatically and properly to the respective ledgers and sub-ledgers as per the standard rules and regulations followed in the accounting without any manual interventions. The system should also be able to provide the status of the application to the applicant at any time in the system The system should be able to send the audit plan as the ERP based workflow file to all the concerned units/officials. The system should allow the concerned units/officials to review/update/provide comments/approve/reject the audit plan through the system with proper approval if required. The system should follow all the updated Accounting standard including recommendations, guidelines, procedures and policies as per the Government of India guidelines for Accounting and Taxation


The Module should be GST Compliant The system should be able to capture the details of various receipts, orders, challan and other instruments at real time without any repetition of data entry at any level. It should also have options to correct any wrong entry by the respective official with proper official approval through the workflow management module. The finance module should be integrated with the current Centralized Financial Management System (CFMS) of the Government of Bihar. Number and Type of MIS Reports would be on the basis of lowest entity in the system (Project and Scheme) and should be flexible for scalability up to the highest level. Other features that should be developed are listed but not limited to the list presented hereunder –

• Financial Accounting – General Ledger, Account Receivable, Account payable, Fixed Asset A/C, Debit Note/ Credit Note/ Journal Entries, Bank Reconciliation & Other important aspects

• Enterprise Controlling – Business Planning & budgeting & Profit center accounting • Financial Accounting – • General Ledger – the system should be intelligent enough to assign different retained earnings

accounts to different account segments as followed by the standard finance and accounting. It should automatically create budgets using prior-year information or choose from other computation methods as suggested/opted by the organization from time to time. The ERP should facilitate Auto-reverse entries as and where required as set by the rules to eliminate manual accrual tracking and specify the period for the reversal. The integrated financial diagnostic and strategic analysis tools should intelligently produce reports and analysis as required by the top management. Option should be provided to lock budgets to prevent unauthorized changes. It should maintain separate periods for adjusting and closing entries, reverse a posted transaction and set up and schedule recurring journal entries for transactions that are processed on a regular basis.

• Maintenance of Accounts – The system should automatically after closing of any account flag General Ledger accounts as inactive to stop using them, but retain them in the system for historical and reporting purposes. The same should also have option to re-open only with the approval from the highest level of management if required. The account numbers to be created in the system should be alphanumeric. As entered at the beginning of any project by the respective official, the system should define project account groups and assign them to General Ledger accounts for quick financial statement and report design. It should be capable to drill down from an unposted journal entry to the originating transaction and also drill down to the originating journal entry and transaction from transaction history. This should also limit the batches shown in the Batch List window to only those from a single sub-ledger.

• Reporting – From reporting point of view the system should be capable of creating analytical reports, spreadsheets, graphs, and charts, and update budgets through full integration with Microsoft office suite. There should be option to print consolidated statements or divisional statements based on account number segments and also produce fast, flexible, customized financial statements through full integration with Microsoft office suite. The system should be capable of producing statements like, but not limited to Comparative Balance Sheets, General Ledger Options, General Ledger Transactions Listing, Income Statements, Posting Journals, Trial Balance, Batch Listing, Batch Status and Chart of Accounts.

• Account Receivable – This section should provide total control of receivables, payments, credit, and collections. It should make critical accounts receivable information available to those making important management decisions. This should make use of database concepts to improve accuracy and minimize data entry. The module should allow to record invoice and payment receipt details, process credit/debit memos, and report amounts due and received. When used in conjunction with other modules, this should be designed to centralize credit data. In addition, it should provide extensive reporting and inquiry capability to manage important assets. In addition to its standard


functions, major features on the Accounts Receivable application should include but not limited to enter, change or delete customer records including credit limits and discount policies, Back order policies, Multiple Ship-to addresses and Tax information. The system should also be capable of handling comprehensive Customer Inquiries like, Payment History, Order / Billing History, Credit and Collection History etc. It should also have option for Debit/Credit memo processing and manual invoice entry with proper approval from the higher authorities through the workflow management module. The system should have features for Return Material Authorization Subsystem including features to create RMAs, post receipts, automatically create Credit Memo, issue credits for partial returns and allow separation of inventory and accounting portions of the transaction. The ERP should be capable of handling Disputed Invoices and maintain complete payment history for each and every dept./vendor/project etc. The Accounts Receivable reports should contain Daily and period-end invoice registers, Aged Trial Balance, Detail or summary, Overdue Accounts like Customer statements, Cash application register, Bank deposit slip, Tax code report, General Ledger cash application register, Open invoice register, Projected receipts based on payment performance, Operator override reports, Year-end analysis and Complete General Ledger interface

• Account payable – The Accounts Payable module should provide for complete management of invoices and cash. It should provide option when interfaced directly with Purchase Order, Inventory, and General Ledger system to provide complete integration of payables functions. This section of the ERP should also make use of database concepts to improve accuracy, and minimize data entry. When an invoice is entered, vendor and terms data are automatically included from the database; when the invoice is posted, vendor and accounting data are automatically updated. Information is stored only once to improve accuracy and reduce storage requirements. In addition to these standard functions, Accounts Payable should feature General Ledger Interface, extensive cash management capabilities, complete audit trails, and easy to use, effective reports. This section should include Net or gross accounting method, Complete General Ledger Interface, Automatic posting of all activity, Transactions posted in summary or detail, Complete payment history, Vendor look-up by name or partial name, Multiple checking accounts and Multiple cash accounts. The Vendor Processing sub-section under this section should also have features like Vendor Entry and Maintenance, Alternate address for checks or P/Os, Vendor payment performance and Comprehensive on-line vendor inquiry. The system should have option to treat Standard invoices from Recurring invoices or Invoices against P/Os. Automatic calculation of discount, automatic discount and due dates, daily entry journal should be integrated in this section to facilitate standard accounting.

• Cash management – the ERP should have option to intelligently manage Cash requirements, Cash projections, P/O requirements projections, Payables projections, Payment processing, automatic release by due or discount date and Release / hold individual invoices.

• Disbursement / Check Processing – the system should provide facilities for multiple check processing accounts, Manual or system generated checks, Check registers, Period disbursement summaries, voided check processing and Check reconciliation processing.

• Fixed Asset A/C - This should make automatic monthly, quarterly, or annual depreciation journal entries to Accounting and preserve journal entry detail. The same should be transferred summary depreciation amounts into other accounting aspects. The ERP system should have option to import fixed asset data using an MS Office Suite. The system should automate handling of annual, quarterly, or monthly depreciation accounting. There should have a "template" that enables quick setup for new clients, making any client-specific feature global. This feature should also allow to update existing client data with information from the template and combine the assets of multiple clients into a single asset file. The transfers of assets feature should be integrated and to link asset information using component assets, which are in turn summarized in an aggregate asset. The


system should have feature to allow to acquire images that you can associate with an asset or assets.

• Bank Reconciliation – The system should be capable of matching of all bank reconciliation data with high speed by matching bank records to internal records using Automated Transaction Matching. It should select the high speed matching rules for each account, such as check-to-check, void-to-issue, and many-to-many, alphanumeric and user-defined. Full audit trail - including group numbers on all matched items should be available for the ease of finance and accounting related jobs. The Reconciliation Wizard should provide 'Audit ready Reconciliation Report”, Period sensitive reconciliation historical reports with full detail. The ERP must be intelligent enough to identify exception reporting to provide the reason why a record didn't match (i.e. 'check already cleared', 'Bank amount and G/L amount differ', 'O/S Check'), enabling to prioritize for high-exposure items. It should track unmatched items persist until matched ('roll-over' to the next period) and resolve exceptions and should enable for tolerance amounts and balancing / offset entries.

Integration with eProcurement System – BSEDC and the eProcurement is linked in two ways –

A. When BSEDC works as a Nodal Agency for any other department regarding the management of bids on behalf of that department through the eProcurement portal.

I. Ernest Money deposit (EMD) –

The EMD is either paid through online platform or through offline platform directly to the department. BSEDC has no role to play in this.

II. Tender Processing Fees (TPF) – BSEDC collects a TPF for the processing of the tender. This is paid through online platform only. The amount of TPF depends on the amount of the tender. a. If the Tender amount is from INR 15, 00, 000/- to INR 70, 00, 000/-

BSEDC collects INR 1, 000/- + Applicable Tax b. If the Tender amount is from INR 70, 00, 001/- to INR 3, 00, 00, 000/-

BSEDC collects INR 5, 000/- + Applicable Tax c. If the Tender amount is more than INR 3, 00, 00, 000/-

BSEDC collects INR 15, 000/- + Applicable Tax

B. When BSEDC manages its own tenders through the eProcurement portal.

I. Ernest Money deposit (EMD) – The EMD is either paid through online platform or through offline platform directly to the BSEDC’s account.

II. Tender Processing Fees (TPF) – BSEDC collects a TPF for the processing of the tender. This is paid through online platform only. The amount of TPF depends on the amount of the tender. a. If the Tender amount is from INR 15, 00, 000/- to INR 70, 00, 000/-

BSEDC collects INR 1, 000/- + Applicable Tax b. If the Tender amount is from INR 70, 00, 001/- to INR 3, 00, 00, 000/-

BSEDC collects INR 5, 000/- + Applicable Tax c. If the Tender amount is more than INR 3, 00, 00, 000/-

BSEDC collects INR 15, 000/- + Applicable Tax

• The amount credited in BSEDC’s account should automatically be reflected in the appropriate ledger and sub ledger under the Finance & Accounts Module.

• There should be option for detailed reports including but not limited to MIS reports to be generated on the total collection of TPF and/or EMD during a specific period of time as selected by the authorized officials of BSEDC with dynamic criteria of selection


3. Project Management Module (Also called as the workflow management Module)


The Project Module will be the interface for various departments and corporations that wish to execute projects in their organizations with support from / involvement of BSEDC This module will have functionalities for respective department / corporation nodal officers to submit their requisition to BSEDC for initiation of a project


System should have facility of Login for every Department / Corporation nodal officer System should have criteria for mapping the requisition with appropriate Project Lead System should have facility for communicating estimated costs of project to the department System should have feature by which concerned department can communicate administrative sanction of the project System should have options for creating a new project as a unique entity capturing details like Department, Project, Deliverables, Milestones, Payment schedule etc. System should have features to support the entire bid management process for selection and onboarding of Consultant and Systems Integrator (SI) System should have typical features by which pre-bid queries and their responses can be displayed System should have a feature by which evaluation of bids by TCPC can be completed quickly and LoI be sent to the selected vendor System should have a functionality by which legal vetting of project contracts can be easily handled System should have a feature to synchronize with the e-Procurement website for effective management of bid process The system should allow to submit the demand/requirement by various units/concerned person in the system. It should also allow to create, capture, and update the demand/requirement in the system. The system shall be able to forward the demand/requirement to the concerned unit/person in the format as required for the process The system should allow to create, update, approve, and reject any request in the system. It should also allow to ask/submit additional information on the request through the system. The same should be updated in the system and the system should be able to send the notifications as required in the process to all the concerned persons. The system should also allow forwarding the request to the concerned authority The system should allow to request any information or issue directions or issuing orders through the system to all the appropriate units/persons as required in the process. The system should also be able to send notifications to all the concerned persons as required for the process The system should allow to submit any information or provide confirmation or submit acknowledgement through the system as required in the process The system should be able to capture any information in the format as required for the process. The updating/deletion of this information should be possible by the appropriate officials based on the access rights given to them. The system should be customizable as per the requirement of various processes of BSEDC in order to achieve successful automation of the processes The system should allow to create committee in the system for any specific purpose and add/delete committee members in the system The system should be able to send notifications to all the concerned person when a committee is formed for a specific purpose


The system should be efficient enough to escalate issues to the next level if not resolved within a prefixed time period from process to process, from steps to steps. The system should be able to capture the details of any project (i.e. Project ID, Scheme ID, Department details, Financial details including milestones to be achieved, etc.) and the status (working/not working/closed etc.) of the project. The system should also allow to add comments in case of any discrepancies found in the project The system should be integrated with Centralized state Finance Management System for various purposes as described in the To-BE processes The system should be able to generate the file number and should be customizable as required for this process The system should allow to create/update/delete/forward/approve/reject any file in the system by appropriate official. The changes in the file should be updated in the system and the notification about the same shall be sent to all the concerned persons/units about the same. The system should be able to archive the files after the closure. The archived file may be retrieved later but shall not be editable. The system should be able to capture the information related to statistical data booklet using online forms by various units. The system should be able to generate various reports as required The system should be able to create/update/forward/delete/send/receive notifications/requests/files/emails to/from the concerned officials/units as required. The system should be able to issue orders/directions to concerned officials as required in this process. The system should be customizable as required for this process

4. Establishment Module


The Establishment Module will cater to the need of ongoing maintenance work in BSEDC as well as the hiring process for BSEDC This module will have functionalities for respective sub-departments / employees to submit their requirements to Establishment In-charge regarding building maintenance and other routine work This module will have functionality for establishment in-charge to initiate hiring process for vacant positions in BSEDC This module will have functionality for extension of service for contractual employees


System should have facility of Login for every employee System should have the feature of selecting urgency levels (General / Urgent) System should have a feature to generate work order to selected vendor System should have feature to upload invoice presented by the vendor System should have a feature to approve payment and send instructions for creation of appropriate payment instruments System should have a feature to get the advertisement approved from the MD System should have a feature to receive and collate all the applications received online System should have a feature to constitute a panel randomly from a pool of experts System should have a feature so that establishment in-charge can update details of candidates after joining for timely processing of salary payment System should have a feature by which concerned employee can directly send request for extension / renewal of employment contract to MD, BSEDC


System should have a functionality by which comments by relevant stakeholders can be recorded on the candidate’s application System should have a feature by which MD, BSEDC can approve / reject the application System should have a feature to generate Letter of Acceptance / Regret to the employee

5. Human Resource Management Module


The HR Management Module will cater to the need for employment and management of various types of employees of BSEDC This module will have functionalities for BSEDC from Candidate Selection to Salary Payment and from Extension to Leave Management, from Joining Letter to Service Record. This module will have functionality for managing the HR related process from end-to-end


The system should be able to generate/create/forward/collate requests for all HR related requests and information The system should be able to generate automated notifications to all the concerned people about any event created/changes made in the system The review and updating of requests shall be possible through the system The system shall be able to release orders through the system and the notification about the same should be sent to all the concerned officials It should be possible to enter form based information in the system. Also the creation/updating/deletion of information shall be possible in the system based on the access rights given to the users The system shall be able to define the access rights given to various users. The system should be customizable as per the requirements of BSEDC The approval or rejection of request shall be possible through the system. A notification about the same shall be sent to all the concerned officials through the system. The system should be able to generate/create/update/delete request for CVs of personnel in resource list with proper authentication and authorization. The system should be able to send/receive/view/update the information/files (in soft copy) between various units/users of the department based on the rules/policies defined by BSEDC The system shall also be able to generate logs for any activity performed by various users in the system. The system shall be integrated with other units in order to update the information related to leaves, transfers, promotions, awards, posting etc.in the service record through the system The system shall be customizable as per the requirement of BSEDC and should also allow integration between various units of the organization. It should be possible to update the service record of the personnel through the system by the appropriate officials. The appropriate approvals may be required for the same. The Creation/updating/deletion of request should be possible through the system. The concerned official should be able to approve/reject/ask additional information for the same through the system The system should be integrated with other module such as Finance & Accounts Management System or any other module required to be integrated with HR module. The system shall be able to send automated notifications to all the concerned persons/concerned units to request/provide/update any information in the system related to the Recruitment and selection process. Also the system shall be able to issue directions/notices through these notifications to concerned units/person The system should allow to create committee in the system. It should also allow to add or delete members of the committee and define the agenda


The system be able to update the comments of the committee members and should be able to capture the status of the activity/request for which the committee was formed. The system should be able to create/update/forward/delete/send/receive notifications/requests/files/emails to/from the concerned officials/units/trainees as required in the To-Be process. The system should be customizable as required for this process The system should be able to issue different types of orders through the system. The appropriate officials should be able to approve or reject the orders or ask additional information on the same. The notification about the same should be sent to all the concerned officials/units through the system. The system should allow the personnel/unit to submit the additional information. The system should be able to automatically manage the processing the Payroll related activities for the various types of people who are getting their salaries from BSEDC directly or indirectly. Both the employees working in BSEDC and those who have been supplied to other departments by BSEDC will be taken care by the system. The process starts from the receiving of Absentee list from various departments / offices. This is the main concerned area under this process, which should be automated to the maximum level possible so that the main area of bottlenecks are taken care of. Leave management for the employees in BSEDC is a very critical area to be properly structured and automated through the system so that every details is recorded and archived for decision making. Leaves are there in the present scenario for various purposes like Sick Leave, Casual Leave, Earned Leave etc. and each has a separate regulations. Every type of leave in the system is available with a specific number for every employee. Once an employee exhausts any specific type of leave, he/she could not apply for the same type of leave any further in that year. The system also have many points of approvals and recommendations. The process starts from applying of leave and after many recommendations and approval/disapproval end with the decision. The automation of this process will reduce the manual processes of accounting for the leaves for each and every employee and in turn will make the system more transparent, effective and efficient. One of the most important part of BSEDC is the hard files that it has to maintain for various business needs. It is highly delicate and time consuming job of managing those files. The next most complicated part is finding any specific file with ease for any requirement. The best possible solution for addressing these issues is to develop a systematic and automated process for registering, numbering, lending and returning files from the specific department. The system should record the details of each and every file that is present in the system and also keep track of the lending details of each file. If any file which was lent from the department is not returned within the time set in the system, the ERP should start generating notifications and alerts to the respective employees who is/are in charge, owner and/or stakeholder of the entire process.

6. ICT Asset Management


The ICT Asset Management Module will cater to the audit need for various ICT based inventories of BSEDC This module will have functionalities for BSEDC to manage and periodically audit at appropriate level for the inventories and submit a proper report on the same


The system should be intelligent enough to create notification and alerts before the predefined time for auditing of the ICT assets. The system should allow to raise alerts to all the stakeholders in the system who are responsible for the jobs to be completed and reported in the system. The system should be able to send notifications to all the concerned officials as required in the To-Be process of audit.


The system shall allow updating of audit reports through the system only and with proper official authentication from the respective official responsible for the same. The system should allow to create, update, approve, and reject any report in the system. It should also allow to ask/submit additional information on the request through the system. The same should be updated in the system and the system should be able to send the notifications as required in the process to all the concerned officials. The system should allow to submit any information or provide confirmation or submit acknowledgement through the system as required in the process The system should be able to capture any information in the format as required for the process. The updating/deletion of this information should be possible by the appropriate officials based on the access rights given to them. The system should be customizable as per the requirement to achieve successful automation of the processes The system should allow to create committee in the system for audit or any other purposes and add/delete committee members in the system. Creation/Addition/Modification/Deletion of any committee should be done through proper authentication from the respective authorities and officials. The system should be able to send notifications to all the concerned person when a committee is formed. The system shall be able to capture and update the information about the discussion held at the committee meeting and also the notification about the same should be sent to all the concerned persons The system should allow to review/update/provide comments through the system on any information/document/file as required for the process of auditing the ICT assets. The system should be able to create/update/forward/delete/send/receive notifications/requests/files/emails to/from the concerned officials/units as required in the To-Be process of Addition to stock. The system should be customizable as required for this process The system should be able to create/update/forward/delete/send/receive files for different purposes to/from different officials as required for any process. The system should also allow the appropriate officials to approve or reject the file or ask additional information on the file. The system should allow the concerned officials to submit the additional information through the system The system should be able to update the stock entries for issue/return

7. Request for Information


This Module will cater to the management need for various Request For Information (RTI) filed by various people for various purposes to BSEDC This module will have functionalities for BSEDC to manage appropriate decision for the each and every RTI filed in BSEDC and also to submit a proper report on the same


The system should allow to record all the RTI filed in the system with proper details and documents attached with the application. The system should also develop a properly drafted channel for authentication and information capture system as followed in BSEDC. The system should also capture the details of the activist who has filed the RTI and also the documents (if any) supplied by the activist for the same. The system should record and archive the information provided in response and also the decision taken on the same (if any).


If the information asked for is confidential in nature and out of the scope of the RTI, the same should also be noted against the RTI filed in the system. There should be option to search and find the details of any or all RTI filed in BSEDC and recorded in the system.

8. Inventory Management Module


The Inventory Management Module will cater to the management need for various Non-ICT based inventories of BSEDC This module will have functionalities for BSEDC to manage and periodically audit at appropriate level for the inventories and submit a proper report on the same


The system should allow to submit the demand by various units in the system. It should also allow to create, capture, and update the demand in the system automatically when the stock of any item goes below the threshold number. The system should allow to raise query on the demand and submit the information on the query. The same shall be updated in the system The system shall allow updating of stock register through the system The system should be able to send notifications to all the concerned officials as required in the To-Be process of purchase The system should allow to create, update, approve, and reject any request in the system. It should also allow to ask/submit additional information on the request through the system. The same should be updated in the system and the system should be able to send the notifications as required in the process to all the concerned persons. The system should allow to submit any information or provide confirmation or submit acknowledgement through the system as required in the process The system should be able to capture any information in the format as required for the process. The updating/deletion of this information should be possible by the appropriate officials based on the access rights given to them. The system should be customizable as per the requirement of various processes of BSEDC in order to achieve successful automation of the processes The system should allow to create committee in the system for any specific purpose and add/delete committee members in the system The system should be able to send notifications to all the concerned person when a committee is formed for a specific purpose The system shall be able to capture and update the information about the discussion held at the committee meeting and also the notification about the same should be sent to all the concerned persons The system should allow to review/update/provide comments through the system on any information/document/file as required for the process. The concerned person shall be able to perform corrections as per the comments and resend the document/information/file through the system. The same should be updated in the system. The system should also be able to send notifications to all the concerned persons as required in the process The system should be able to create/update/forward/delete/send/receive notifications/requests/files/emails to/from the concerned officials/units as required in the To-Be process of Addition to stock. The system should be customizable as required for this process The system should be able to create/update/forward/delete/send/receive files for different purposes to/from different officials as required for any process. The system should also allow the appropriate officials to


approve or reject the file or ask additional information on the file. The system should allow the concerned officials to submit the additional information through the system The system should be able to update the stock entries for issue/return

9. Vendor Management Module


The Vendor Management Module will cater to the need for empanelment of vendors for supply of hardware / manpower to BSEDC This module will have functionalities for BSEDC to select and empanel appropriate vendors for supply of hardware and manpower This module will have functionality for managing the bid process for empanelment of vendors This module will have functionality for award of LoI to the selected vendor


The system should assign one unique identification number to each vendor in the system. For reporting and tracking purposes there must be a way to identify vendor status (i.e. applicant, authorized, de-authorized). This identification number does not need to be changed based on status; different statuses can be handled through a separate data element (for example, a status code indicator or a color indicator) associated with the record. The identification number should be a coded number based on the combination of location, organization type, items specialization, etc. Prior to creating a record, the system could perform concurrent search on the database to see if the vendor already exists in the system. This would likely take place after entering basic information, such as vendor name, address, PAN card etc. but before the system assigns a unique identification number. Various data elements should be included in the search, such as identification number, vendor name, address, phone number, zip code, local agency, statewide, authorization status, etc. Combinations of data elements should be allowed. The vendor can access a web site to apply to be a BSEDC empaneled vendor. A web application can support applicant screening based on State agency established vendor limiting criteria. Vendors could submit electronic files, such as spreadsheets, containing vendor price data in a format specified by BSEDC. Prior to selecting empaneled vendors, BSEDC may choose to use limitation criteria for vendors in a certain area. Based on the desired number of vendors, the system would highlight the vendors needed for each area or peer group from among the vendors with the lowest prices. Once the list of selected vendors is established, the system should generate notices to these vendors for mailing vendor agreements and other material, as well as denial notices for applicant vendors not selected. The system should merge vendor data with text entered using a word processor to produce vendor correspondence. The system should support electronic correspondence by email to include mass emailing to all vendors and emailing to individual vendors, chains, or peer groups. The system should support inventory audits by calculating for a selected vendor the quantities of inventory records.

10. Technical Features Compliance to all the Technical Requirements is MANDATORY.


# Category

1 The solution should be highly scalable and capable of delivering high performance as & when transaction volumes/ users increases without compromising on the response time

2 All components of the IT Infrastructure should be based on standards to avoid compatibility issues 3 The IT Infrastructure should have ability to withstand all single point of failure.

4 The IT Infrastructure should support the use of fault tolerant multiprocessor architecture & cluster processing

5 The IT Infrastructure should support auto-switching to available server in case of server failure 6 The IT Infrastructure should support load balancing 7 It should be possible to configure data replication synchronously or asynchronously

8 The solution proposed should include servers with latest CPU architecture offered by the hardware provider

9 The solution shall be supported on client with Mobile Devices (PDA)

10 The IT infrastructure should support Windows 7, Windows Vista, Windows XP, Windows 2000, and Linux& Unix Operating System.

11 The development infrastructure in the proposed solution will be needed to support ongoing development/upgrade needs during and post implementation.

12 The Quality Assurance infrastructure in the proposed solution will be needed for conducting tests and trainings during and post implementation

13 The solution should support N-tier architecture 14 The solution should support Thin client

15 The solution shall run on commonly used browsers. In case of any additional plug in's to be installed, the same should be freely downloadable. The solution should support at the minimum MS IE, Firefox Mozilla and Google Chrome. The solution should be downward compatible for the browsers.

16 User Interface should require only standards compliant browsers with standard support for JavaScript and HTML. Full-fledged functionality of ERP should be accessible through standard browser without any additional software installation.

17

The proposed solution should have the following operating flexibility: • Accommodate multiple levels of Organization structure • Multiple financial years processing capabilities • To modify and reorganize all menus • Multi-user logging in remote location • Open work group environment where users can access same information at the same time

18

The solution will initially be required to cover a range of business process modules as detailed above but it should allow addition of more modules or more users or any extra functionality in any module as and when required. The solution proposed should be able to integrate with solutions/products/applications on Open standards

19 The solution should be adaptable to the practices followed in BSEDC & in case need arises to customize to any specific requirement(s), it should be possible to do the same in the form of add-ons and routines that can be plugged/unplugged from the base product as the situation arises

20 The solution should use a single unified data model hosted on the database 21 Data redundancy across modules must be minimized to eliminate real time synchronization needs

22 The solution shall provide application architecture which can be integrated with third party/ legacy applications, if required.

23 The solution should be remote access integration compatible for remote operation of System administration, Security Management & Diagnostics/ Fine tuning tools

24

The solution should support traditional integration: • Bulk load of flat files • Application Programming Interface (API) based integration • Message based integration

25 Messaging based integration • Should support guaranteed, delivery of messages • Should use XML based messages


• Should support standard transport protocols like but not limited to http, https, ftp, ftps, imap and smtp

26 SOA based Integration: “The solution should be able to provide SOA based integration standards like xml, message based and direct connectivity to industry leading databases”.

27 Business process Execution Language (BEPL) based Integration • Should be able to orchestrate process flows that are external to the integrated packages • Should support both synchronous and asynchronous integration flows

28 Should support integration based on open standards based platform like SOA 29 Should support sustainable integrations that survive upgrades

30 The solution should have automatic way of migrating the data of existing database in case of data structure change during transfer to new versions

31 The solution should support export and import of data possible from different legacy systems/ other systems/ databases in different file formats (Text, Excel, XML) & on specified time intervals or on real-time basis.

32 It should have the ability to assign validation on specific fields based on entries in the data validation reference file

33 The application should support SSL& digital certificate

34 The solution should be capable of providing Authorization by the transaction type, User Name, User Role etc.

35 The solution should be capable of providing One user multiple roles and vice versa 36 The solution should be capable of providing automatic timeout for transaction entry 37 The solution should be capable of providing automatic timeout for user (log out) 38 The solution should be capable of providing time restriction on transaction 39 The solution should support password encryption while passing on wire

40 Ability to allow definition of rules for password composition and password encryption as per BSEDC IT security policy

41

System should support configurable password policies including: • Password expiry • Password complexity • Password history and reuse policy • Forced password change on first log on

42 Ability to configure the number of permissible log-in attempts. 43 Ability to handle data updating/deletion/creation only through application layer

44 Session limits must exist for the application. For each session type, there must be limits on the number of sessions per user or process ID and the maximum time length of an idle session

45

System should allow proxy users. For example, an executive can designate an assistant as a proxy, allowing that assistant to create, edit or approve transactions on behalf of that executive. The audit thereafter should state that the action was performed by the proxy user on behalf of a particular user

46 The solution must not enable users to circumvent the intended user interface to access resources in its supporting infrastructure

47

Ability of system to display an appropriate warning message upon user logon. The warning message need not include the following four general elements verbatim but must convey the same meaning:- • Use of application constitutes the user's consent to monitoring. • Use of application is limited to official Login use only. • Unauthorized use is subject to prosecution. • Notice that this is a Login system

48 Ability to provide automatic time out for entry transaction

49 Should not require opening of any special protocols for connecting the user client to the web/ application server. All communication should be on HTTP or HTTPs

50 The database should be certified at Evaluation Assurance Level 4 (EAL) for security 51 The database should support role based access control, user based privileges


52 The database should support password management mechanism for passwords having expiry and likewise for time bound password management rules.

53 The database should support the resource allocated to the per user session. 54 The database should support standalone / integrate with Operating system security. 55 The system should have the option to encrypt data before transferring over a network. 56 The system should have the option to encrypt the data stored in the database.

57

• The system must have proper security and maintenance facility which limits access to the system and its various functions to the users delegated with appropriate authority.

• Access to sub-modules / functions within modules restricted to authorized users. • It should provide logging by user and terminal, the date and time of all transactions with details of

creation, reading, updating, deletion or printing. • Access should be restricted to different levels as program, module, transaction, etc. • Notify security administrator of unauthorized access or attempted access and record in a log with

reporting. • Multilevel security system at operator, supervisors, module owners, administrator level.

58 The solution should have a business role management solution integrated with the user management solution

59

The solution should have the ability to integrate with directory services for authentication and authorization and support the following features – • Support of LDAP (Lightweight Directory Access Protocol) to allow systems access to the directory • The system should provide capabilities to receive inputs from Human resource management

system with respect to user information: In order to get all the user data into the provisioning tool without manually recreating them, it must be possible to get the data and then the subsequent changes from a trusted data source. Most probably such a store with integrity will be the HRMS solution. Hence the provisioning tool must have an option to accept a feed from such systems

• The system should have the ability to support role based access control • Ability to provide access level security for Entry forms at Field level - allow, Read only, Hide • Ability providing access level security for Entry forms at Transaction level - allow / deny • Allow providing access level security for reports at Field level - show / hide • Allow providing access level security for reports at Transaction level - allow / deny • Users should not be allowed to access the database directly • Ability to provide authorization by user name • Centralized repository of all identification and access control data

60 The solution should have the ability to support multi-tier authentication where required 61 The solution should have the ability to assign activities to roles, and map roles to users

62 The solution should have the ability to provide user and user group authorization administration tool to assign security levels to functions and data, and allow the access by users / by groups with valid security level only

63 The solution should have the ability to restrict users from unauthorized access by allowing only the authorized users with valid profile/password to access only the allowed transaction, as well as be capable of logging off unauthorized users

64

The solution should have the ability to provide multi-level access management. The following should be provided: • User identification; • Limitation of user rights to perform operations; • Data confidentiality provision; • User actions audit and protocols.

65 Ability of system to support the following under user account management: • Unique user IDs • Disabling of inactive user IDs

66 The system should be able to define audit trails, audit logs and transaction logging requirements (what, when, who has changed)


67

It should enable audit trails on-line, tailor audit requirements by modules, call audit records to an archive based on date or other recorded audit details. The system should allow recovery of data in case of hardware failure and data corruption. It should be able to perform recovery to a point of time, to known backup database

68 The system shall ensure that the audit files are stored in un-editable formats

69 The system should support audit trails at the data level. The basic audit details like the user name, date and time , operation performed (update or insert) for each transaction should be available easily , without having to run queries or reports

70 It should be possible to track database super-user activity in operating system files

71

The solution should be capable of providing the following kinds of Audit Trail: • Audit trail of Time Stamp & User ID stamp for the following

o Transactions o Parameter Changes

72 All changes to data should be recorded in a separate table and should be stamped with the identity of the user/program and the time of the creation/change

73 Views should be available for reporting on data changes

74 It should be possible to audit users at the form level, user level, application module level and at the organizational role level

75 The system should provide reports on user activity based on the role and the application that was used

76 The system should support for auditing to track and monitor user behavior with details about the level of detailing stored by the system

77 Should capture before / after values from transaction logs and raise alert on critical and suspicious activity

78 The system should have the ability to identify users that have exploited access privileges, identify root causes of conflicts and be capable of interrogating the security log

79 The solution should support TCP/ IP, HTTP & HTTPs for all traffic between the user screens & the system

80

The solution should support the following network types: • LAN & WAN • Leased Lines • ASDL lines • Satellite Networks • Mobile data service network (GPRS) • MPLS based networks • VPNs • Etc.

81 The solution should provide context based help facilities wherein the users can obtain system specific technical/ functional help online

82 The system should provide online context-based help facilities at field level and also online help at function, screen and field level. Interactive tutorial and demo package should also be provided

83

The solution should have unified, easy, flexible and user friendly interface enabling the following settings: • Personal User menu • Personal User settings • Field Placement on screen • Field composition on screen

84 The user interfaces should be friendly and GUI/browser based

85 All modules should be homogenous with respect to keyboard use, screen layout and menu operations with Graphic User Interface (GUI) support

86 The solution should have the ability to provide UI suitable for non-technical business users and IT experts

87 There should be sufficient edit and validation checks in the system


88 Capability to setup logic to trap conditions to pop messages in response to conditions like logical data entry errors, certain conditions etc. without coding effort, which does not require additional steps to be retained during an upgrade

89 It should provide safeguards to prevent damage to data from operator errors, simultaneous updates, module unavailability or system failures

90 It should have facility to display confirmation / warning windows for deletes, changes etc.

91 The system should provide consistent screen layouts and access methods across all modules so that they look and behave the same

92 It should provide on-line error reporting and use a menu-based system with facilities to bypass menus by experienced operators

93 The system should provide drill down facility to next level of details and so on

94 The Solution should provide user friendly interfaces for transactions, screen navigation, query, generation of reports, data exports, etc.

95 Ability to provide these configurations down to the user level so that the screen can be made to have different functionality for a given user (for example one user can only see limited fields, while another can only query a screen

96 When a user opens a form, the fields should be displayed according to user preferences and the data should be pre-populated with the relevant data subset

97 Users should be able to choose a search option (simple search or advanced search).Users should be provided an option to add additional filtering criteria to the search such as adding ‘AND’ and ‘OR’ conditions

98 Tailor column table titles without writing any code 99 Hide/ show columns without writing any code

100 Reorder columns without writing any code 101 Add data filters without writing any code 102 Change sorting orders without writing any code 103 Tailor text for labels, prompts and tip messages without writing any code

104 It should be possible to add more fields to the data input screens for capturing additional business specific information without having to write any code.

105 This functionality should be available to authorized business users to configure the screens appropriately

106 It should be possible to configure the additional fields to only pop-up when required based on the data entered in the form

107 It should be possible to configure the additional fields in a hierarchical dependency so that additional fields are exposed based on values chosen in earlier fields

108 Any upgrades should not affect the current version adversely

109 The solution architecture should be with minimum package modifications so as to preserve the package upgrade

110 The implementation procedure for the proposed solution must ensure that to the largest possible extent no changes are required to be incorporated in the base product's source code. This will ensure smooth migration to later versions of the base product

111 The Solution should have built in source code control program or should support integration with any third party source code control program

112 The solution should support the connectivity to the database through ODBC, OLEDB, JDBC or through Native drivers

113 The workflow should be an integral part of the solution

114 The solution should have the ability to support automated workflow designed to address needs of business users

115 The solution should have the ability to support multiple workflow paths that are automatically selected based on request/user attributes, including escalation paths

116 The solution should support standard work flow languages 117 The workflow should have a rules engine that allows rules to be created to define approval hierarchies

118 The workflow should hold transactions in pending status and not commit them until all approvals are obtained


119 The workflow should be able to send notifications when manual intervention is required in a process 120 The workflow should provide a web based end user interface that can integrate with the portal

121 It should be possible to create workflow diagrams that can be shared with business users to verify the workflow

122 The workflow should provide a drag and drop GUI based single/ common design tool to define and alter business process across all modules of the ERP

123 It should be possible to define the process hierarchies top down or bottom up to support distributed workflow process definition

124 There should be no limit on the hierarchy levels that can be defined

125 A management console should be available to monitor workflow processes and to control processes that have errors in them

126 Ability of system to have workflow with the ability to define business rules without the need for programming, including alerts and triggers

127 The workflow should interface with email system supporting SMTP for sending out notifications and IMAP for receiving the notification responses

128 It should be possible to delegate certain notifications to another user for a certain period, without actually sharing the password

129 This should also support creation of secondary workflow by any user in the main workflow, during any stage of the parent workflow and keep track of the same along with the parent workflow

130 The solution portal support personalization and role based access 131 The solution should provide a tool for content management 132 The solution portal should enable authentication of users 133 The solution should allow Single-sign on to other components possible through the portal 134 The solution should include automatic indexing and searching Portal

135 The system should be able to archive data, based on user specified parameters (i.e. data range) and restore archival data for on-line use when required

136

All development tools should be GUI based. The tools to be provided for: • Creating data entry screens • Fixed format reporting • User driven ad-hoc reports creation

137 Development tools should not use proprietary languages for writing programs. Development Tools should be able to use Open standards based programming languages

138 The solution should be capable of scheduling a report for execution / refresh and/or distribution and/or publish

139 The solution should be capable of distributing reports through email as Body or Attachment 140 The solution should permit viewing of reports through web 141 The solution should permit prioritizing reports during execution 142 The solution should be capable of publishing reports to a central store for access by different users 143 The solution should allow users to send report to specified user(s) at scheduled times 144 The solution should have interface to search and filter the data of the report 145 The solution should provide exception reporting mechanism 146 The solution should provide Senior Management Dashboards 147 The solution should be capable of drill down and drill up with the report tool 148 The solution should be capable of creating ad-hoc queries and reports for analysis 149 Should not require knowledge of SQL or database to create self-service adhoc reports 150 The solution should support multiple column sorting, custom sorting 151 The solution should be able to convert reports to MS-Excel, MS- Word & PDF format directly

152

The solution should provide the following display formats in the reports: • Sections • Tables • Pivots • Charts


153 The solution should be capable of archiving reports and store them in Document Management System 154 The solution should allow reports to be sent directly to networked Printer 155 The solution should permit display of multiple result sets in the same document

156 The solution should permit the user to browse through metadata for detailed information on objects to build adhoc reports

157 The solution should facilitate the user to create custom objects/formulas for repeated use in reporting tool

158 The solution should provide graphical interface for creating custom formulas 159 The solution should have a GUI tool with drag and drop features to build reports

160 The solution should permit conditional formatting, based on thresholds or data ranges for any cell in the report

161 The solution should restrict access to data and report based on user responsibilities

162

The solution should have the ability to allow users the following for creating their own views or reports with ease: • Select column • Apply filters and sort orders • Summation • Drill down / drill up • Averaging


15. Appendix VI: Non Functional Requirements Compliance to all the Non Functional Requirements is MANDATORY.

1. General requirements of the IT Infrastructure 1 The solution should be highly scalable and capable of delivering high performance as & when transaction

volumes/ users increases without compromising on the response time 2 All components of the IT Infrastructure should be based on standards to avoid compatibility issues 3 The IT Infrastructure should have ability to withstand all single point of failure. 4 The IT Infrastructure should support the use of fault tolerant multiprocessor architecture & cluster

processing 5 The IT Infrastructure should support auto-switching to available server in case of server failure 6 The IT Infrastructure should support load balancing 7 It should be possible to configure data replication synchronously or asynchronously 8 The solution proposed should include servers with latest CPU architecture offered by the hardware provider 9 The solution shall be supported on client with Mobile Devices (PDA)

2. General Requirements of the ERP application 1 The solution should support N-tier architecture 2 The solution should support Thin client 3 The solution shall run on native browser with additional plug in's that should be freely downloadable and

should support at the minimum MS IE, Mozilla Firefox & Google Chrome. 4 User Interface should require only standards compliant browsers with standard support for JavaScript and

HTML. Full-fledged functionality of Application should be accessible through standard browser without any additional software installation.

5 The solution should perform all functions with keyboard support (mouse is not mandatory) 6 The proposed solution should have the following operating flexibility:

i. Accommodate multiple levels of Organization structure ii. Multiple financial years processing capabilities iii. To modify and reorganize all menus iv. Multi-user logging in remote location v. Open work group environment where users can access same information at the same time

3. Modularity The solution will initially be required to cover a range of business process modules as detailed above, but it should allow addition of more modules or more users or any extra functionality in any module or for any user as and when required. The solution proposed should be able to integrate with solutions/products/applications on Open standards 4. Flexibility The solution should be adaptable to changing practices of BSEDC & in case needs arise to customize to specific requirements, it should be possible to do the same in the form of add-ons and routines that can be plugged/unplugged from the base product as the situation arises 5. Data Model

1 The solution should use a single unified data model hosted on the database 2 Messaging based integration

• Should support guaranteed, delivery of messages • Should use XML based messages • Should support standard transport protocols like http, https, ftp, ftps, imap and smtp

3 The should include a catalogue/directory of all the interfaces available for integration 4 Should support integration based on open standards based platform like SOA


5 Should support sustainable integrations that survive upgrades 6. Data Migration The solution should support export and import of data possible from different legacy systems/ other systems/ databases in different file formats (Text, Excel, XML) & on specified time intervals or on real-time basis. 7. Data Validation It should have the ability to assign validation on specific fields based on entries in the data validation reference file 8. Security

1 The application should support SSL & digital certificate 2 The solution should be capable of providing Authorization by the Transaction type, User Name, User Role 3 The solution should be capable of providing One user multiple roles and vice versa 4 The solution should be capable of providing automatic timeout for transaction entry 5 The solution should be capable of providing automatic timeout for user (log out) 6 The solution should be capable of providing time restriction on transaction 7 The solution should support password encryption while passing on wire 8 Ability to allow definition of rules for password composition and password encryption as per BSEDC IT policy 9 System should support configurable password policies including:

• Password expiry • Password complexity • Password history and reuse policy • Forced password change on first log on

10 Ability to configure the number of permissible log-in attempts. 11 Ability to handle data modification/deletion/creation only through application layer 12 Session limits must exist for the application. For each session type, there must be limits on the number of

sessions per user or process ID and the maximum time length of an idle session 13 The solution must not enable users to circumvent the intended user interface to access resources in its

supporting infrastructure 14 Ability of system to display an appropriate warning message upon user logon. The warning message need

not include the following four general elements verbatim but must convey the same meaning:- • Use of application constitutes the user's consent to monitoring. • Use of application is limited to official Login use only. • Unauthorized use is subject to prosecution. • Notice that this is a Login system

15 Ability to provide automatic time out for entry transaction 16 Should not require opening of any special protocols for connecting the user client to the web/ application

server. All communication should be on HTTP or HTTPs 17 The database should support role based access control, user based privileges 18 The database should support password management mechanism for passwords having expiry and likewise

for time bound password management rules. 19 The database should support the resource allocated to the per user session. 20 The database should support standalone / integrate with Operating system security. 21 The system should have the option to encrypt data before transferring over a network.

9. User Access Management 1 The system must have proper security and maintenance facility which limits access to the system and its

various functions to the users delegated with appropriate authority. 2 Access to modules / functions within modules restricted to authorized users. 3 It should provide logging by user and terminal, the date and time of all transactions with details of creation,

reading, updating, deletion or printing.


4 Access should be restricted to different levels as program, module, transaction, etc. 5 Notify security administrator of unauthorized access or attempted access and record in a log with reporting. 6 Multilevel security system at operator, supervisors, module owners, administrator level. 7 The solution should have a business role management solution integrated with the user management

solution 8 The solution should have the ability to integrate with directory services for authentication and authorization

and support the following features i. Support of LDAP (Lightweight Directory Access Protocol) to allow systems access to the directory

ii. The system should provide capabilities to receive inputs from Human resource management system with respect to user information: In order to get all the user data into the provisioning tool without manually recreating them, it must be possible to get the data and then the subsequent changes from a trusted data source. Most probably such a store with integrity will be the HRMS solution. Hence the provisioning tool must have an option to accept a feed from such systems

iii. The system should have the ability to support role based access control iv. Ability to provide access level security for Entry forms at Field level - allow, Read only, Hide v. Ability providing access level security for Entry forms at Transaction level - allow / deny vi. Allow providing access level security for reports at Field level - show / hide vii. Allow providing access level security for reports at Transaction level - allow / deny viii. Users should not be allowed to access the database directly ix. Ability to provide authorization by user name x. Centralized repository of all identification and access control data xi. The solution should have the ability to support multi-tier authentication where required xii. The solution should have the ability to assign activities to roles, and map roles to users xiii. The solution should have the ability to provide user and user group authorization administration tool

to assign security levels to functions and data, and allow the access by users / by groups with valid security level only

xiv. The solution should have the ability to restrict users from unauthorized access by allowing only the authorized users with valid profile/password to access only the allowed transaction, as well as be capable of logging off unauthorized users

xv. The solution should have the ability to provide multi-level access management. The following should be provided: • User identification; • Limitation of user rights to perform operations; • Data confidentiality provision; • User actions audit and protocols.

xvi. Ability of system to support the following under user account management: • Unique user IDs • Disabling of inactive user IDs

10. System Control and Audit 1 The system should be able to define audit trails, audit logs and transaction logging requirements (what,

when, who has changed) 2 It should enable audit trails on-line, tailor audit requirements by modules, audit records to an archive based

on date or other recorded audit details. The system should allow recovery of data in case of hardware failure and data corruption. It should be able to perform recovery to a point of time, to known backup database

3 The system shall ensure that the audit files are stored in un-editable formats 4 The system should support audit trails at the data level. The basic audit details like the user name, date and

time , operation performed (update or insert) for each transaction should be available easily , without having to run queries or reports


5 It should be possible to track database super-user activity in operating system files 6 The solution should be capable of providing the following kinds of Audit Trail:

• Audit trail of Time Stamp & User ID stamp for the following • Transactions • Parameter Changes

7 All changes to data should be recorded in a separate table and should be stamped with the identity of the user/program and the time of the creation/change

8 Views should be available for reporting on data changes 9 It should be possible to audit users at the form level, user level, application module level and at the

organizational role level 10 The system should provide reports on user activity based on the role and the application that was used 11 The system should support for auditing to track and monitor user behavior with details about the level of

detailing stored by the system 12 Should capture before / after values from transaction logs and raise alert on critical and suspicious activity 13 The system should have the ability to identify users that have exploited access privileges, identify root

causes of conflicts and be capable of interrogating the security log 11. Network

1 The solution should support TCP/ IP, HTTP & HTTPs for all traffic between the user screens & the system 2 The solution should support the following network types:

• LAN& WAN • Leased Lines • ASDL lines • Satellite Networks • Mobile data service network (GPRS) • MPLS based networks • VPNs 12. User Interface

1 The solution should have unified, easy, flexible and user friendly interface enabling the following settings: • Personal User menu • Personal User settings • Field Placement & composition on screen

2 The user interfaces should be friendly and GUI/browser based 3 All modules should be homogenous with respect to keyboard use, screen layout and menu operations with

Graphic User Interface (GUI) support 4 The GUI Form Administration should support the following without coding effort:

• Changing fields or tab labels • Hiding fields or tabs. • Changing the position or size of field or labels • Adding restrictions like mandatory or not • Setting default value in a field • Changing list of value (LOV) contents

5 The solution should have the ability to provide UI suitable for non-technical business users and IT experts 6 There should be sufficient edit and validation checks in the system 7 Capability to setup logic to trap conditions to pop messages in response to conditions like logical data entry

errors, certain conditions etc. without coding effort, which does not require additional steps to be retained during an upgrade


8 It should provide safeguards to prevent damage to data from operator errors, simultaneous updates, module unavailability or system failures

9 It should have facility to display confirmation / warning windows for deletes, changes etc. 10 The system should provide consistent screen layouts and access methods across all modules so that they

look and behave the same 11 It should provide on-line error reporting and use a menu-based system with facilities to bypass menus by

experienced operators 12 The Solution should provide user friendly interfaces for transactions, screen navigation, query, generation

of reports, data exports, etc. 13 Ability to provide these configurations down to the user level so that the screen can be made to have different

functionality for a given user (for example one user can only see limited fields, while another can only query a screen

14 When a user opens a form, the fields should be displayed according to user preferences and the data should be pre-populated with the relevant data subset

15 Users should be allowed to rearrange screen items as per their convenience 16 Users should be able to choose a search option (simple search or advanced search).Users should be

provided an option to add additional filtering criteria to the search such as adding ‘AND’ and ‘OR’ conditions 17 Tailor column table titles, Hide/ show columns, Reorder columns, Add data filters and Change sorting orders

without writing any code 18 Tailor text for labels, prompts and tip messages without writing any code 19 It should be possible to add more fields to the data input screens for capturing additional business specific

information without having to write any code. 20 This functionality should be available to authorized business users to configure the screens appropriately 21 It should be possible to configure the additional fields to only pop-up when required based on the data

entered in the form 22 It should be possible to configure the additional fields in a hierarchical dependency so that additional fields

are exposed based on values chosen in earlier fields 13. Up-gradation

1 The upgrades should not affect the current version adversely 2 The solution architecture should be with minimum package modifications so as to preserve the package

upgrade 3 The implementation procedure for the proposed solution must ensure that to the largest possible extent no

changes are required to be incorporated in the base product's source code. This will ensure smooth migration to later versions of the base product 14. Source Control The Solution should have built in source code control program or should support integration with any third party source code control program 15. Connectivity The solution should support the connectivity to the database through ODBC, OLEDB, JDBC or through Native drivers 16. Work Flow

1 The workflow should be an integral part of the solution 2 The solution should have the ability to support automated workflow designed to address needs of business

users 3 The solution should have the ability to support multiple workflow paths that are automatically selected based

on request/user attributes, including escalation paths 4 The solution should support standard work flow languages


5 The workflow should allow multi-step approval routing. Non repudiation of workflow is to be ensured using digital signature certificates

6 The workflow should have a rules engine that allows rules to be created to define approval hierarchies 7 The workflow should hold transactions in pending status and not commit them until all approvals are

obtained 8 The workflow should be able to send notifications when manual intervention is required in a process 9 The workflow should provide a web based end user interface that can integrate with the portal 10 It should be possible to create workflow diagrams that can be shared with business users to verify the

workflow 11 The workflow should provide a drag and drop GUI based single/ common design tool to define and alter

business process across all modules of the ERP 12 It should be possible to define the process hierarchies top down or bottom up to support distributed workflow

process definition 13 There should be no limit on the hierarchy levels that can be defined 14 A management console should be available to monitor workflow processes and to control processes that

have errors in them 15 Ability of system to have workflow with the ability to define business rules without the need for programming,

including alerts and triggers 16 The workflow should interface with email system supporting SMTP for sending out notifications and IMAP

for receiving the notification responses 17 It should be possible to sign approvals in workflow using digital certificate. Ability to verify the signed

documents through an evidence store user interface after the signing process 18 It should be possible to delegate certain notifications to another user for a certain period, without actually

sharing the password 19 This should also support creation of secondary workflow by any user in the main workflow, during any stage

of the parent workflow and keep track of the same along with the parent workflow 17. Web Portal

1 The solution portal should allow for multiple port-lets to be displayed 2 The solution portal support personalization and role based access 3 The solution should provide a tool for content management 4 The solution portal should enable authentication of users 5 The solution should allow Single-sign on to other components possible through the portal 6 The solution should include automatic indexing and searching Portal

18. Archival The system should be able to archive data, based on user specified parameters (i.e. data range) and restore archival data for on-line use when required 19. Development Tools

1 The solution should have built in tools and utilities, which will enable BSEDC to enhance the ERP for their requirement and maintain the software on their own if required

2 All development tools should be GUI based. The tools to be provided for: • Creating data entry screens • Fixed format reporting • User driven adhoc reports creation

3 Development tools should not use proprietary languages for writing programs. 4 Development Tools should be able to use Open standards based programming languages

20. Testing Tools The Solution should provide integral load & stress testing tool 21. Reporting Tools


5 The solution should be capable of scheduling a report for execution / refresh and/or distribution and/or publish

6 The solution should be capable of distributing reports through email as Body or Attachment 7 The solution should permit viewing of reports through web 8 The solution should permit prioritizing reports during execution 9 The solution should be capable of publishing reports to a central store for access by different users 10 The solution should allow users to send report to specified user(s) at scheduled times 11 The solution should have interface to search and filter the data of the report 12 The solution should provide exception reporting mechanism 13 The solution should provide Senior Management Dashboards 14 The solution should be capable of drill down and drill up with the report tool 15 The solution should be capable of creating adhoc queries and reports for analysis 16 Should not require knowledge of SQL or database to create self-service adhoc reports 17 The solution should support multiple column sorting, custom sorting 18 The solution should be able to convert reports to MS-Excel, MS- Word & PDF format directly 19 The solution should provide the following display formats in the reports:

• Sections • Tables • Pivots • Charts

20 The solution should be capable of archiving reports and store them in Document Management System 21 The solution should permit display of multiple result sets in the same document 22 The solution should permit the user to browse through metadata for detailed information on objects to build

adhoc reports 23 The solution should facilitate the user to create custom objects/formulas for repeated use in reporting tool 24 The solution should have the ability to allow users the following for creating their own views or reports with

ease: • Select column • Apply filters and sort orders • Summation • Drill down / drill up • Averaging


16. Appendix VII: Acceptance Testing Requirements

1. Acceptance Testing

Acceptance testing is an essential part of any IT Solution implementation project. In this stage the System Integrator (SI) will test and demonstrate the various individual user specific functionalities as an entire system. The primary goal of Acceptance Testing is to ensure that the ERP solution implemented (including all the systems, deliverables and services) meets the pre-defined requirements/ specifications for functionalities, performance and security. This is ensured by defining clear, quantifiable metrics for accountability for each of the following: • IT Application (all the modules & sub-modules and integration with other IT systems/ legacy

applications • IT Infrastructure including Network connectivity & hardware components • Project Documentation

The System Integrator shall primarily be responsible for ensuring that the Acceptance testing is carried out. BSEDC along with the project management team (PMU) will approve the completeness of such acceptance testing. System Integrator will have the fundamental responsibility of designing, developing, installing, testing & commissioning the various components of the project to deliver the services in complete conformity with the requirements stated in the RFP & the requisite SLAs. All the corrections/ modifications identified and agreed during the Acceptance Test Procedure (ATP) must be carried out by the System Integrator. The System Integrator will ensure that it provides the system/ test documents for Acceptance Test Procedure as per the Implementation Schedule and then with the facilitation of BSEDC will demonstrate, handhold and complete the Acceptance testing expeditiously. If certain minor problems/ faults persist, the System Integrator may proceed with the Acceptance Testing & make mention of the same in the ATP proceedings. The faults can be pursued subsequently and a supplementary ATP limited to maximum of 2 supplementary tests in total can be carried out for the concerned areas. The SI shall finalize an Acceptance Test schedule at least 7 days in advance of offer for acceptance testing in consultation with BSEDC. SI shall also clearly indicate the specifications clause(s) verified by each test. The Acceptance Test schedule shall be exhaustive based on the specifications and will generally cover the following: • Setting up of the test environment • Functional test on individual equipment, network, software, Reporting etc. as per specifications • System and/or Integration test on solution as a whole • Hardware and network equipment testing before commissioning • Capacity/ Load test • 100% traffic trials on the network. • Data updating at DR site with incremental update as well as flush update. • Switch over from main site to DR site, Backup, High Availability and Fallback on N+ 1 server. • Intrusion detection, prevention and security preparation test • Operation of help desk • User acceptance testing with parallel run

1.1 Site Preparation Acceptance


System Integrator in the presence of BSEDC or the Nodal Agency accompanied by the PMU team shall perform the site acceptance testing to ensure that the DC and other locations which includes installation of Hardware, quality and completeness ERP Solution, Environment control etc. is in compliance with the specifications/ requirements of the project. Any deviations/gaps identified in the site preparation acceptance will have impact on the payments to be made to the SI.

1.2 Integration testing

After the entire development cycle is over, all the components have to be tested end to end; System Integrated Testing (SIT) would be done. Here SI has to demonstrate the system in a controlled production environment. The SI will carry out the Integration testing to ensure the integration of all the locations with the DC and DR site. The SI will submit the Test plan, Test cases & the Test Data prior to carrying out the Integration testing. The test plan will include the expected results. After the test, the SI will submit the Test Results which would be used to compare the actually observed results recorded during the test against the expected results. The Observations/ Shortfalls/ Errors detected will be rectified by the SI within the specified period of time. The integration testing shall include testing of Network connectivity at all the locations and integration with the DC and DR Site. This phase will include at least the following activities: • Test Planning • Test Data Preparation – while SI can state the test data requirement, BSEDC will assist in

defining the criteria for creation of dummy test data or actual data wherever possible. • Integration Test Environment Setup in accordance with Technical Architecture Blueprint • Integration testing (verification of features, inter-operability, application performance,

conformance to Architecture Document, conformance to operations procedures & documentation). Architecture Document shall be prepared by SI and submitted to BSEDC for approval.

• Mock User Acceptance Test • Mock Parallel Runs • Problem Resolution

1.3 Functional Requirements Review

The IT solution developed by SI shall be reviewed and verified by SI in the presence of BSEDC or its representatives so as to match the Functional Requirements/ To-be Solution blueprint signed-off between the BSEDC and SI. Any gaps shall be addressed by SI immediately. One of the key inputs for this testing shall be the traceability matrix to be developed by the SI for the implementation of the ERP. Apart from Traceability Matrix, the BSEDC Nodal Agency and PMU team appointed by BSEDC may develop its own testing plans for validation of the compliance of the system against the defined requirements. For conducting the User Acceptance Testing, BSEDC’s domain experts team along with any other identified employees from respective divisions/units/verticals, who are responsible for day-to-day operations of the functions automated through this implementation, will validate the tests done by the SI. The system, during the functional requirements review, shall necessarily satisfy the user acceptance testing process.

1.4 User Acceptance Test


For conducting the User Acceptance Testing, BSEDC’s IT Core Team along with any other identified employees from respective divisions/units/verticals, shall be responsible for validating and reviewing the day-to-day testing of the functions automated through the IT solution. The system should necessarily satisfy the user acceptance testing process. The IT solution Implemented by SI shall be reviewed and verified, against the Functional & Technical Requirements signed-off between BSEDC and SI. Any gaps, identified as a severe or critical in nature, shall be addressed by SI immediately prior to Go-live of the solution. One of the key inputs for this testing shall be the traceability matrix to be developed by the SI for IT solution. The traceability Matrix is a useful tool to determine if a test has been designed for every requirement. It documents the relationship between requirements and acceptance tests. Apart from Traceability Matrix, SI may develop its own testing plans for validation of compliance of system against the defined requirements.

1.5 Final Acceptance Testing

Pre- requisite of Final Acceptance shall have the following: • Installation & commissioning of all hardware, software supplied under this RFP including

customization & deployment of IT application, Helpdesk software, SMS Gateway etc. • All documentation related to BSEDC and relevant acceptance test document (including IT

Components, Non IT components). • Installation and commissioning shall include:

o Installation and Commissioning of IT, Non – IT components at DC • For both IT & Non-IT equipment’s software manuals / brochures / Data Sheets / CD / DVD

/ media are supplied to BSEDC • All hardware and software items must be installed and commissioned at DC as per the

specification. • Availability of all the defined services shall be verified and mutually agreed between BSEDC

and the successful bidder • The SI shall be required to demonstrate all the features / facilities / functionalities as

mentioned in the RFP.

1.6 Performance Review Performance is another key requirement for the Project and BSEDC or the Nodal Agency accompanied by the PMU team shall validate and review the performance of the deployed solution. Performance Review will be a regular activity conducted quarterly for the first year after Go-Live during the stabilization and subsequently half yearly for the balance support periods. Ongoing Performance Review is to be done after Go-Live at the above mentioned periodic interval of time during the contract period or as decided by BSEDC. This review will be done against certain key parameters defined in SLA, to validate the compliance to all service conditions agreed. BSEDC or its representatives may carry out all the tests detailed in the acceptance test schedule to confirm that the performance of the different modules, subsystems, and entire installation satisfies the specified requirement of specifications including service performance For BSEDC to validate the performance, the SI needs to demonstrate the tests and their results to BSEDC during the testing phase. Such parameters include request-response time, work-flow processing time, concurrent sessions supported by the system etc. The SI shall make available the software programs and testers required for carrying out the acceptance tests as per the schedule. Any additional test equipment deemed required during validation shall be arranged by the SI at no cost to BSEDC, so as to complete the validation as


per the specified time schedule in this document. The SI shall indicate whether the software package includes programs for testing under full load conditions and overload conditions by creation of artificial data in consultation with BSEDC. Such test program shall be provided by the SI for the limited purpose of testing. Any deficiency found during validation in performance of the system as per the requirement shall be rectified by the SI immediately at all the locations. Any components or modules failing during the acceptance tests or requiring alterations necessary to meet Specification requirements shall be replaced at no extra cost to the Purchaser at site by the SI. These shall be done within two weeks of the initial reports.

1.7 Acceptance of Project Documentation

BSEDC’s Nodal Agency along with the PMU team appointed by BSEDC, shall review the project documents developed by SI including requirements, design, installation, training and administration manuals, version control etc. Any issues/gaps identified in any of the above areas, shall be addressed to the complete satisfaction of BSEDC.


17. Appendix VIII: Minimum Specifications This sections details out the minimum technical specification of the hardware and software to be used in the project. The bidder needs to size the hardware & software accordingly to meet the service requirements of the project and should ensure to meet the minimum technical specifications as mentioned below. The bidder is free to provide any additional features or capabilities. The bidder can propose blade servers for the project. However under any of the cases the minimum technical specifications of servers should comply with the specifications of servers as mentioned below.

# Component Description

1

Database server / Application server / Reporting /Analytics server / Web server - in load balancing mode (In Active - Active cluster mode) – 1 Minimum Intel® Xeon® 4600 series v 3Processor 8 Core, 15MB Cache, 2.4 GHz. Populated with 2 Nos. of

CPU and scalable to 4 CPU/ Minimum Intel® Xeon® 4600 series Processor 12 Core, 15MB Cache, 2.4 GHz. Populated with 1 Nos. of CPU and scalable to 2 CPU

2 Intel® C600 Series Chipset or higher 3 Minimum 256 GB DDR-3 1333 memory scalable up to 512 GB 4 Minimum 2 x 1.2 TB hot swap 10k SAS HDD, scalable to 8 drives 5 RAID Controller with minimum 512 MB Cache & BBU or equivalent, Should support RAID levels 0, 1, 10, 5

& 6 6 Minimum 2 x 10G Ethernet ports & minimum 2 x 16 G FC ports 7 OS Support: 64 bit windows/Linux 8 The quoted system must conform to FCC Class A 9 Minimum four PCI-Express slots 10 USB 2.0 support with minimum 4 ports (minimum 2 ports in the front and 2 ports in back) 11 The server utilization should not exceed 70% of processor utilization at a stretch for 10 minutes in

live/production environments. If it exceeds then the SI needs to upgrade the hardware accordingly

2

SMS gateway & OTP system – 1 Device independent delivery of service

The SMS Solution should be designed to be used with all mobile handset available or in use to facilitate device independence in delivery of services.

2 Telecommunication service provider independent service availability The successful bidder shall comply with the guidelines issued by the TRAI and/or requirements of mobile service providers in the country to ensure integration and interoperability of the SMS Solution with mobile service providers systems making the services available to subscribers of all the services providers. Any software development / modifications and/ or integration effort shall be included within the scope of work of the Bidder.

3 Push Service The SMS Solution must allow BSEDC to send messages, in both single and / or bulk mode, to mobile devices / network operated by both Local and National (GSM/CDMA) service operators.

4 Message Delivery and Receipt Status The SMS Solution must provide the ability to view Message Delivery Status and the Time when a Message was received or delivered, for every message sent in single and / or bulk mode.

5 Message Specifications


The SMS Solution must support standard message formats. The applications should be able to send and receive messages in multi lingual format including but not limited to Hindi and English languages. Messages shall not include SMS service provider’s name or brand or any other 3rd party name or brand unless specified by BSEDC.

6 Template Management and Message Customization The SMS Solution must enable creation, modification and personalization of templates for their messages and later use them to send SMS messages in both single and bulk modes (with the ability to use it for a subset in bulk messages mode)

7 Long Messages Support The SMS Solution must enable BSEDC to send and receive long messages (messages longer than standard lengths).

8 Schedulable Delivery of messages The SMS Solution must enable BSEDC to create and send messages with schedulable delivery time.

9 Support Multiple Service Providers and Numbers The SMS Solution must support multiple service providers and multiple service numbers.

10 Complete seamless Integration with departmental application The Bidder must ensure complete seamless integration and interoperability of the SMS solution with the application of BSEDC. The bidder must use open standards based, flexible and extensible integration interfaces between the components of the Portal.

11 Access Management, Administration & User Account Management The SMS Solution must have a comprehensive Access Management system. The system should allow managing of authorizations and roles for various BSEDC users. To facilitate this, the SMS Solution must provide an Administration Console and a User Account Management Framework that enables BSEDC users to manage their accounts and use provided services. The Administration Console, in addition to all administrative services with respect to the solution must, at the minimum, include the following services: — Facility for managing User Accounts — Facility to be able to configure all parameters with respect sending or receiving of messages. For

Example Definition of keywords. — Check the sending or receiving queue status. — Facility to manage quota for sending of messages. — Facility to monitor various parameters like SMS traffic, message throughput, etc. on a daily, weekly and

monthly basis. 12 Reports and Statistics

The SMS Solution must offer comprehensive and dynamic reporting that allows BSEDC to measure the success of their communications, as well as enable them to create statistical reports to help them identify service usage patterns. Few Examples of such reports can be: — Detailed reports on every application’s usage per service etc. — Detailed reports about the incoming requests and their classification based on parameters like:

• Telecom service provider • Service pattern • Department usage • Report about all the messages sent and / or received in a given period of time • Report of all messages that failed to be delivered. • Report of all numbers that failed to receive messages due to various reasons. • Report of all messages sent and / or received based on a criterion like: • Keyword


• Time & Date • Application • Organization • Service Number • Message Content

3

SAN Storage – 1 Operating System & Clustering Support

• The storage array should support industry-leading Operating System platforms including: Windows 2008, VMware, Sun Solaris, HP-UX, IBM-AIX and Linux.

• Offered Storage Shall support all above operating systems in Clustering. 2 Capacity & Scalability

• The Storage Array shall be offered with minimum 10 TB useable capacities. • Storage shall be scalable to minimum 100 TB of useable capacities

3 Processing Power • Offered controllers shall be based on latest RISC/MIPS/CISC based processor technology to ensure

that there is no bottleneck for IO communication. • The storage array should be supplied with dual, redundant, hot-pluggable; active-active array controllers

with RISC/MIPS/CISC based processors for high performance and reliability 4 Architecture & Processing Power

• Storage Array shall have Enterprise grade Real Time / Embedded Unix/Linux Operating system to avoid frequent Firmware upgrades and shall not be based on general purpose based operating system.

• Storage Array shall have Switched Architecture for Disk drive connectivity. • Controllers should be in active- active mode so that a logical unit can be shared by both controllers at

the same time and in case of a failure of any controller the redundant controller should be able to continue the processing. Under no circumstances the failure of one card should impact the functionality & availability of the SAN storage. Moreover the controller should enable load sharing between them simultaneously to ensure higher return of investment.

5 No Single point of Failure • Offered Storage Array shall be configurable in a No Single Point of failure configuration including Array

Controller card, back-plane, Cache memory, FAN, Power supply etc. • For high availability and performance, bidder shall ensure that each and every drive shelf is being

controlled through at-least 2 back- end controller ports. 6 Disk Drive Support

• Offered Storage Array shall support 6 Gbps SAS-2 hard drives. • Offered storage array shall support SSD Drives of size 100GB SSD / 200GB SSD / 400GB etc. • Offered storage array shall support SAS Drives along with S-ATA/F- ATA/NL-SAS.

7 Cache • Offered Storage Array shall be given with minimum of 16 GB scalable to 32 GB • Cache shall be used only for Data and Control information. OS overhead shall not be done inside cache. • Cache shall be dynamically managed for Read and Write operations. • Shall have dynamic management of Cache block size."

8 Raid Support • Offered Storage Subsystem shall support Raid 0, 1, 10, 5, 6 and higher.


• Offered Storage subsystem controllers shall have capability to create a single volume/LUN of minimum size of 10TB

• Offered storage subsystem shall support dynamic expansion of both raid and disk group at controller and host level as per defined policies.

9 Data Protection • In-case of Power failure, Storage array shall be able to hold data in the cache for at-least 90 hours of tie

or de-stage to disk drives. Bidders shall ensure that in case of de-staging, dual redundant Standby power supplies through UPS should be configured.

• For optimal data protection, storage shall support distribution of metadata on more than one drive. 10 Ports Bandwidth

• Offered storage shall be end to end minimum 6 Gbps where each drive and drive shelf shall be connected through dual active-active paths and minimum 4 number of back-end controller ports.

11 Global Hot Spare • Offered Storage Array shall support at least 2 % of spare disks. In case of hard disk failure, the system

shall be able to do dynamic reallocation to spare disk automatically without manual intervention 12 Performance

• Shall have capability to use more than 15 drives per array group or raid group for better performance. • Shall have the capability of automatic and manual storage tiering

13 Load Balancing & Multi-path • Multi-path and load balancing software shall be provided, if vendor does not support MPIO functionality

of Operating system. 14 Maintenance

• Offered storage shall support online non-disruptive firmware upgrade for both Controller and disk drives. 15 Copy Functions

• Shall support Snapshot, Capacity free snapshot without locking the disk space, full physical copy (Clone).

• Shall support incremental re-synchronization of business copy with Primary volume. • Shall support more than 5 copy of data of a given production volume. • Shall be able to create copy of data on different raid set as compared to Production volume. • Shall be able to create Clone operation on low performance SATA / FATA/NL-SAS drives.

16 Performance Management • The Storage solution should offer the performance management software for Storage Array.

17 Replication • Storage shall support both Synchronous and Asynchronous replication at controller level. • Shall support continuous replication to Remote location without using any buffering technology inside

cache at Primary location for better Recovery Point Objective. • Shall support replication across all models of the offered family.

18 Proposed system should be configured with 2 Active - Active controller and should be scalable up to 8 controllers (for SAN) and 24 controllers (for NAS).The proposed solution should support scale up & scale out from day 1. The storage solution should be a true unified architecture with support for all the protocols FCP, iSCSI, CIFS, NFS, FCoE, SMB, HTTP, pNFS natively

19 The DC Storage Array should be configured with Minimum of 120GB+ usable read & write cache. Cache shall be used only for Data and Control information. OS overhead shall not be done inside cache. Total cache offered shall be of the same speed as that of the cache within the controller. Offered Storage array shall also have additional support for Flash Cache using SSD / Flash drives. Both File services as well as Block operations shall be able to utilize flash cache. Minimum of 8TB Flash cache/dual controller shall be


supported. If Flash cache is not supported inside the storage controller then vendor shall ensure that offered storage is being configured with minimum of 2 TB cache/controller.

20 The storage should be supplied with rack mount kit. All the necessary patch cords (Ethernet and Fiber) shall be provided and installed by the vendor

21 The storage should be configured with Quality of Service feature. The storage shall support logical partitioning of controllers in future such that each partition appears as a separate storage in itself. The storage shall support standard storage (SAN & NAS) security features, and also should support integration with Active Directory, LDAP with Active Directory & NIS, Kerberos authentication natively. The proposed storage system should be configured to provide data protection against two simultaneous drive failures. The required number hard disks for parity & spares, should be provided exclusively of the usable capacity mentioned. System should have redundant hot swappable components like controllers, disks, power supplies, fans etc.

22 Proposed storage should support block level data de-duplication and compression for all kinds of data (structured & unstructured); In addition the proposed storage system should support inline compression for workloads on SSD tier

23 Easy to use GUI based and web enabled administration interface for configuration, storage management and performance analysis tools

24 The proposed solution should support virtualization of third party storage devices & provide RCI with flexibility of choice

25 Should support the functionality of proactive monitoring of Disk drive and Storage system for all possible hard or soft failure.

26 Vendor should also offer storage performance monitoring. Management software for different independent cloud based virtual arrays capacities grouped as an single entity

27 Should be configured with "snapshots and clone" for the offered capacity on SAN. 28 Should be able to take "snapshots" of the stored data. Offered Storage shall have support to make the

snapshot and full copy (Clone) on the thin volumes if original volume is created on thick volume or vice-versa.

29 Should support hot-swappable physical drive raid array expansion with the addition of extra hard disks 30 Proposed array must be supplied with controller based OR Host Based thin provisioning and thin reclaim to

make the volume thin for an extended period and it should be implemented too. 31 Should support storage virtualization and online logical volume expansion. 32 Should provision for LUN masking, fiber zoning and SAN security. 33 The storage should provide automatic rerouting of I/O traffic from the host in case of primary path failure 34 The storage array should support hardware based data replication at the array controller level across all

models of the offered family. 35 Storage should support nondisruptive online firmware upgrade for both Controllers and disk drives 36 The storage array must have the capability to do array based remote replication using FCIP or IP technology. 37 The storage should be configured with usable 12TB on 100/200GB SLC/MLC SSD Drives, total 10 TB on

RAID5 and RAID10 of 300GB or higher 10K/15K RPM FC/SAS Drives, and 10 TB on 1TB/2TB 7.2K RPM SATA/NL-SAS/Equivalent drives.

38 Multi-path & Load balancing software for at-least 100 SAN connected servers shall be provided for current and future use.

39 All the necessary software to configure and manage the storage space, RAID configuration, logical drives allocation, virtualization, snapshots for configured capacity etc. Offered storage shall support dynamic migration of Volume from one RAID set to another set while keeping the application online

40 Redundant power supplies, batteries and cooling fans, data path and storage controller


41 The proposed storage system should have minimum required numbers of GigE Ports, 10GbE optical ports; numbers of 6 GB backend SAS ports and 16Gb FC ports across dual controllers. The system should have at least 8 PCIe Gen 3 slots free to be able to add more ports if required in future across dual controllers.

42 Storage to support multiple domain consolidation into a single box 43 The proposed D2T backup solution should include any required software & licenses for online backup of

business applications including, but not limited to, SAP, Oracle, MS Exchange, Vmware ESX etc. 44 The proposed solution should be provided with D2T backup solution. It should be licensed for entire capacity

that the proposed storage system supports. 45 The solution shall support replication for the full supported capacity of the system for both SAN and NAS

data. The solution shall support replication in cascade, one-to-many and many-to-one mode. Should have network compression technology. Should be capable of replicating to lower or higher storage model and to different storage tiers. The replication solution on storage shall support failover to BCP/DR storage and failback as and when required. The solution should include all the hardware like FC-IP routers, either built-in or supplied separately. The proposed solution should support asynchronous replication & the required licenses for the same for entire capacity supported (scale up capacity) by the proposed controllers should be included. All the licenses on the storage system must be provided for an entire capacity supported by the system from day one. Replication should be storage based and integrated with storage system. Host based/appliance based replication will not be considered. The proposed system should be field upgradeable to a higher model through data-in-place upgrades.

46 The Hardware and software quoted should have 5 years support along with upgrade and updates. 24X7X365 Support.

4

Tape library – 1 Capacity: Shall support Native data capacity of 140TB (uncompressed) expandable to 350TB

(2.5:1compressed) using LTO-7 technology. Shall be offered with Minimum of One LTO-7 FC tape drive and minimum of 24 cartridge slots. Shall support encryption.

2 Tape Drive Architecture: Offered LTO-7 drive in the Library shall conform to the Data rate matching technique for higher reliability. Tape Drive Architecture in the Library shall conform to the INCITS/T10 SCSI-3 standard or newer standards.

3 Speed: Offered LTO-7 drive shall support 300MB/sec in Native mode. 4 Scalability: Tape Library shall be scalable to dual number of LTO-7 drives 5 Encryption device: Offered Library shall be provided with a hardware device like USB key, separate

appliance etc. to keep all the encrypted keys in a redundant fashion. 6 Connectivity: Offered Tape Library shall provide 8Gbps native FC connectivity to SAN switches. 7 Management: Tape Library shall provide web based remote management. 8 Barcode Reader and Mail slots: Tape library shall support Barcode reader and mail slot. 9 Other Features:

• Tape Library shall have GUI Panel • Shall be rack mountable. • Tape Library shall be supplied with software which can predict and prevent failures through early

warning and shall also suggest the required service action. • Offered Software shall also have the capability to determine when to retire the tape cartridges and

what compression ratio is being achieved 10 Offered Tape library Solution shall have capability to deliver selective restore directly from disk Library or

by using Backup software 11 The Tape Library should be compatible with the proposed Storage Solution infrastructure including the SAN

Storage, SAN Switch etc. 12 The Tape Library should be compatible with all the leading backup software products. 13 The Tape Library should have the ability to flexibly emulate the most commonly used tape drive/ tape formats

like LTO-Gen5/LTO-Gen7 etc.


14 The TL would be used for storing the all the backups of the servers, databases which are taken on time to time basis. Moreover the same TL would be used for storing archived data also. The SI needs to partition the TL accordingly so that seamless data backup& archival can take place.

15 Should have sufficient speed backup to Tape Library in High Availability for backing up data from the SAN without any user intervention.

16 Should be able to back up the actual data in 8 hours window. 17 Should support LTO-5 or latest technology based library with at least 8 LTO-5 tape drives (>=8), rack

mountable with redundant power supplies. It should support minimum of 400 Slots. 18 Cartridges should have physical capacity up to 3TB per cartridge compressed; 1600 GB native. 19 The software shall support defined policies that are based on a variety of standard file attributes such as

age of file the software shall set high and low watermark levels for purging data from high performance storage based upon a percentage of disk space in use.

5

Server Load Balancer – Hardware 1 should be appliance based solution with high performance purpose built hardware. 2 The appliance should have 8 GB RAM and 512GB SSD for support for multiple load balancing functions,

performance and power savings benefits at the component level 3 The appliance should have minimum 4x1GbE copper ports and 2x10GbE SFP+ ports (SX Fiber incl.) 4 The appliance should have 20 Gbps of throughput from day one 5 Should have minimum 4M concurrent connection from day one 6 The appliance should support 300 K L7 Requests per Second scalable to 500k 7 The appliance should support 100k L4 CPS scalable to 200K 8 appliance should provide full ipv6 support and OEM should be IPv6 gold-certified. OEM should be listed

vendor for ipv6 phase-2 certification. Load balancing Features 9 The appliance should support layer 2 to layer 7 load balancing 10 The appliance should support server load balancing algorithms i.e. round robin, weighted round robin, least

connection, Persistent IP, Hash IP, Hash Cookie, consistent hash IP, shortest response, proximity, snmp, SIP session ID, hash header etc.

11 should support one arm, reverse and transparent proxy mode deployment scenarios and should support nested layer7 and l4 policies.

12 Should maintain server persistency based on source ip and destination ip, http header, url, cookie and SSL ID.

13 The appliance should support multi port, scripted and custom health check with content verification 14 Should provide application & server health checks for well known protocols i.e. ARP, ICMP, TCP, DNS,

RADIUS, HTTP/HTTPS, RTSP etc.. 15 The appliance should have and/or relationship to check various dependencies for the application delivery 16 should support layer4 and layer 7 load balancing for HTTP/HTTPS, FTP/FTPS, SIP, RTSP , RDP, TCP,

TCPS and UDP protocols 17 Should support minimum 100 Servers & Maximum 2000 Servers for load balancing 18 Should support graceful shut down of real services Clustering and failover 19 Should provide comprehensive and reliable support for high availability based on Per VIP based Active-

active & active standby unit redundancy mode. 20 Statefull session failover with Connection mirroring support 21 Appliance should not have any limitations for connection mirroring 22 Should support USB based FFO link to synchronize configuration at boot time of HA 23 should have support for secondary communication link for backup purpose 24 Support for multiple communication links for realtime configuration synchronizations including HA group,

gateway health check, decision rules, SSF sessions etc.. and heartbeat information 25 should support floating IP address and group for statefull failover support. Appliance should have support

256 floating ip address for a floating group 26 should support built in failover decision conditions including unit failover, group failover and reboot


27 should also have option to define customized rules for gateway health check - the administrator should able to define a rule to inspect the status of the link between the unit and a gateway

28 Configuration synchronization at boot time and during run time to keep consistence configuration on both units.

29 The appliance should have software based site selection feature to provide global load balancing features on same appliance

30 Should support global load balancing algorithms like global round robin (grr), VIP based weighted global round robin, global connection overflow, global least connections, IP overflow, Proximity etc.,

SSL accelration Features 31 It should provide Secure online application delivery using hardware-based high performance SSL

acceleration. It should suppport both RSA and ECC encryption for SSL offloading and should have minimum 8 Gbps of SSL/ECC throughput from day one

32 The appliance should have minumun 20K SSL TPS (2k key) and 14K ECC TPS (ECDSA-SHA256) 33 The appliance should support Certificate format as "OpenSSL/Apache, *.PEM", "MS IIS, *.PFX", and

"Netscape, *.DB". 34 The appliance should have additional hardware card to perform the SSL offloading / acceleration for 1024

and 2048 bit certificates. 35 The appliance should support use of password protect Certificate/Private Key backup/restore to/from local

disk or remote TFTP server, and through WebUI 36 The appliance should support Self generates CSR (Certificate Signing Request), self-signed Certificate and

private key for specified host. 37 The appliance should support customization for SSL Error pages. 38 The appliance should support HTTP to HTTPS location header rewrite for enhanced application delivery

support 39 The appliance should have end to end ssl support to act as a SSL Server and/or as SSL Client 40 Should support client certificate verification, certificate bases access control, CRL's (HTTP, FTP ,LDAP) and

OSCP protocol Security and Application Acceleration 41 Should provide performance optimization using TCP connection multiplexing, TCP buffering and IEEE

802.3ad link aggregation. 42 should support TCP optimization options including windows scaling, timestamp & Selective

Acknowledgement for enhanced TCP transmission speed. 43 TCP optimization option configuration should be defined on per virtual service basis not globally. 44 Appliance should provide real time Dynamic Web Content Compression to reduce server load. 45 should provide selective compression for Text, HTML, XML, DOC, Java Scripts, CSS, PDF, PPT, and XLS

Mime types. 46 should provide have provision to define policy to skip compression for selected trouble URL (RegEx, Web

Objects) for the specified Virtual. 47 should provide Advanced high performance memory/packet based Web cache; fully integrated with

HTTP/HTTPS 48 should provide support for customized cache rules including max object size, TTL objects, refresh time

interval etc.. 49 should provide detailed cache access statistics based on ip or http hosts 50 should support cache refresh with CLI, XML-RPC input commands and "PURGE" request 51 The appliance should support transparent, layer 7 proxy and triangular mode support 52 The appliance should support L7 rule based application firewall to protect the internal applications within

base license 53 Should dedicate 25% of RAM for application acceleration feature 54 Appliance should have security features like reverse proxy firewall, Syn-flood and dos attack protection

features from the day of installation . Management 55 The appliance should have extensive report like http squid or customized http logging with inbuilt tcpdump

and log collecting functionality 56 The appliance should have SSH CLI, Direct Console, SNMP, Single Console per Cluster, XML-RPC with

inbuilt reporting. 57 The appliance should be dual bootable to fall back to last working configuration


58 The appliance should support alerting mechanism like mail, Syslog and snmp. 59 Manufacturer Establishment 60 Technical Assistance Center and RMA centre must be available in India from last 5years with toll free

number. 61 Manufacturer should have minimum 25 employees in India and business commencement in India before 5

years 62 Certificate from manufacturer to be submitted along with support documents for eligibility criteria verification Warranty & Support 63 5 years comprehensive

6

SAN Switch & Back up 1 Dual SAN switch should be with minimum 32 ports populated and active. Should have non-blocking

architecture and scalable to 64 ports in a single domain with minimum 8Gbps full duplex. 2 Should deliver 16 Gbit/Sec Non-blocking architecture with 1:1 performance for up to 24 ports in a energy-

efficient fashion 3 Should protect existing device investments with auto-sensing 4, 8, and 16 Gbit/sec capabilities. 4 The switch shall support different port types such as FL_Port, F_Port, E_Port, EX_Port. 5 Should provide enterprise-class availability features such as redundant and hot pluggable components like

power supply and FAN 6 The switch shall provide Aggregate bandwidth of 384 Gbit/sec end to end. 7 Switch shall have support for web based management and should also support CLI. 8 Offered SAN switch shall have minimum of 12 active ports (16 Gbps FC ) 9 Two nos. of Fiber channel switch should be provided in each Storage solution instance to provide high

availability. 10 The SAN switch proposed should not use more than 60% of the port available after populating all the

servers 11 The supplied switch shall have redundant & hot swappable power supply 12 There should not be any single point of failure in the switch fabric. The SAN switch should provide Enterprise-

class availability features 13 Switch should support Virtual Fabrics feature that enables partitioning of a physical SAN into logical fabrics

and isolation by application, business group, customer, or traffic type. 14 The switch should be rack mountable. 15 The switch should provide Networking services such as Quality of Service (QoS) to help optimize application

performance in consolidated, virtual environments. It should be possible to define high, medium and low priority QOS zones to expedite high-priority traffic.

16 Should provide 15M LC-LC cables for all the ports. 17 5 years comprehensive warranty 18 Back Up –

i. The proposed Backup Solution should be available on various OS platforms such as Windows, Linux and UNIX platforms and be capable of supporting SAN based backup / restore from various platforms including UNIX, Linux, and Windows. It should able to integrate with virtualization software and

ii. should able to take backup of virtual servers iii. Proposed backup solution shall be offered with Cluster license of server iv. Proposed backup solution shall have same GUI across heterogeneous platform to ensure easy

administration. v. The proposed backup solution should allow creating tape clone facility after the backup process. It

should support deduplication technology. vi. The proposed Backup Solution has in-built frequency and calendar based scheduling

system and supports Clustering the Backup Server and Media Server on Windows, Linux and UNIX


vii. The proposed backup Solution supports the capability to write multiple data streams to a single tape device or multiple tape devices in parallel from multiple clients to leverage the throughput of the Drives using Multiplexing technology.

viii. The proposed backup solution should support de-multiplexing of data cartridge to another set of cartridge for selective set of data for faster restores operation to client/servers

ix. The proposed backup solution should be capable of taking back up of SAN environment as well as LAN based backup. Three location de-duplication technology for application source, backup server, and target device.

x. The proposed backup solution shall be offered with minimum 100 Client licenses for SAN based back up as well as LAN based backup.

xi. The proposed solution also supports advanced Disk staging. It should support cloud services backup and cloud backup with minimum of 256 bit encryption

xii. The proposed Backup Solution has in-built media management and supports cross platform Device & Media sharing in SAN environment. It provides a centralized scratched pool thus ensuring backups never fail for media. Backup Software is able to rebuild the Backup Database/Catalog from tapes in the event of catalog loss/corruption.

xiii. The proposed Backup Software shall offer OPEN File Support for Windows, Linux based servers xiv. The proposed Backup Solution has online backup solution for different type of Databases

such as Oracle, MS SQL, Sybase, MYSQL/ PostGRE SQL etc. on various OS. A Combination of backup solution is acceptable.

xv. The Proposed backup solution shall provide granularity of single file restore. xvi. The Proposed backup solution shall be designed in such a fashion so that every client/server in a SAN

can share the robotic tape library. xvii. Backup Solution shall be able to copy data across firewall. xviii. Backup solution should also provide report writer that allows designing of report templates which can

be used to generate meaningful reports in CSV / HTML / XML / Text format / PDF xix. Backup software shall also support Microsoft Share point Portal Server and shall have integration with

Microsoft Data Protection Manager or equivalent on open source xx. Form Factor 1 RU 48 FC ports with 8/16 Gbps autosensing Fiber Channel Ports with minimum by default

12 active ports. xxi. Hot-swappable redundant power supply xxii. Hot swappable redundant fan module xxiii. SFP hot swappable xxiv. Support non-disruptive software upgrade. xxv. Support stateful process restart xxvi. The switch must support PowerOn Auto Provisioning (POAP) and Quick Configuration Wizard for

simplified operations xxvii. The switch shall support FC-SP for host-to-switch and switch-to-switch authentication xxviii. The switch must support port mirroring for both Fibre Channel and Gigabit Ethernet (802.3z), such that

traffic going to a specific port can be mirrored and forwarded to another port for analyzing. xxix. The switch must be able to immediately recover in the event of a failed forwarding path going via an

alternative path. xxx. The switch must also support load balancing across multiple paths through the fabric via Fabric Shortest

Path First (FSPF). xxxi. Using FSPF, the switch must be able to load balance up to 16 equal cost paths across the SAN network. xxxii. The switch must be able to support port aggregation of up to 16 physical Fibre Channel ports into a

single aggregated link. The aggregated ports must NOT be consecutive ports on a line card.


xxxiii. The switch must be able to support port aggregation of up to 16 physical Fibre Channel ports into a single aggregated link. The aggregated ports must NOT be consecutive ports on a line card.

xxxiv. The switch should support IPv6 xxxv. The Fabric Manager software must be able to perform • GUI based management, configuration and

diagnostics. • Discovery and Topology Mapping • Fabric View • Summary View • Physical View • Configuration • Monitoring and Alerts • Network Diagnostics • Configuration Wizards

xxxvi. The switch must support SNMPv3—via Ethernet port and in-band IP-over-FC access xxxvii. For switch management, the management software must support both Fabric wide and Device level

management without the additional purchase of software. xxviii. The switch must support the use of an external port analyzer, which is able to convert Fibre Channel

frames to Ethernet frames so as to use a conventional Ethernet based packet analyzer to capture the traffic and analyze it as Fibre Channel.

xxxix. Switch must support out-band management protocols like SNMP, SNMPv3, SMI-S, Telnet, FTP and TFTP.

xl. Switch must support Fibre Channel Traceroute and Fibre Channel Ping for ease of troubleshooting and fault isolation. In addition, the switch must also support the following diagnostics. • Power-on-self-test (POST) diagnostics • Online diagnostics • Internal loopbacks • Fabric Analyzer • SPAN • FC Debug • Syslog • Port level statistics

xli. The switch must support role-based administration by allowing different administrators different access rights to the switch. Role-based access control will use RADIUS or TACACS+ AAA functions

xlii. The switch must support SNMPv3 for secured management xliii. The switch must support multilevel security on console access prevents unauthorized users from

altering the switch configuration. xliv. The switch must support Secure Shell (SSH) encryption to provide additional security for Telnet

sessions to the switch. xlv. The switch must support TACACS+ or RADIUS authentication when managing from GUI, console or

telnet to prevent unauthorized access xlvi. The switch must be capable of discovering neighboring switches and identify the neighboring Fibre

Channel or Ethernet switches xlvii. The switch must be equipped with congestion control mechanisms such that it is able to throttle back

traffic away from a congested link. xlviii. Licensing

1 The proposed backup solution shall be configured with required number of license for both SAN & LAN based backup

2 The proposed backup solution must not require separate licensing when upgrading from a lower end server to higher end server

xlix. l. The switch must be able to load balance traffic through an aggregated link with Source ID and

Destination ID. The support for load balancing utilizing the Exchange ID must also be supported. li. FSPF must not re-converge when an individual ISL within an aggregated link goes down.

1. Forwarding traffic must not be impacted when an individual ISL within an aggregated link goes down 2. The switch must support the aggregation of any ports from any module.

5 years comprehensive warranty

7

Software Solutions – A. Directory Software Solution

1 The Directory Solution should be LDAP v3.


2 The Directory solution should be capable of supporting secondary directory server where all the details can be replicated. In case the primary fails, the secondary should be able to take over as the primary.

3 The Directory solution should support DNS capability with secondary DNS server B. User Interface

1 The proposed backup solution shall have same GUI across heterogeneous platform to ensure easy administration.

2 The proposed backup solution software has inbuilt Java / Web based GUI for centralized management of backup domain.

3 The proposed backup solution must support integration of backup and restore with hardware cloning and snapshot features into the GUI, eliminating the traditional need to write user scripts

C. High Availability Features 1 The proposed backup solution should support tape mirroring of the same job running concurrently with

primary backup. 2 The proposed backup solution should allow creating tape clone facility after the backup process.

D. Streaming and Multiplexing 1 The proposed backup solution supports the capability to write up to 32 data streams to a single tape

device or multiple tape devices in parallel from multiple clients to leverage the throughput of the drives using multiplexing technology.

2 The proposed backup solution support de-multiplexing of data cartridge to another set of cartridge for selective set of data for faster restores operation to client/servers.

E. Open File Support 1 The proposed backup software must support open file support for Windows and all other required

platform. F. Restore

1 The proposed backup solution must be able to rebuild the backup database/catalog from tapes in the event of catalog loss/corruption.

2 The proposed backup solution shall provide granularity of single file restore. 3 The proposed backup solution must support single mailbox restore for Mail servers. 4 The backup software should support object level restore.

G. Other Features 1 The proposed backup solution must support full automated transfer of disk backup images to tape on a

scheduled basis. 2 The proposed backup solution shall also support disk based virtual full backup approach. 3 The proposed backup solution shall be able to copy data across firewall. 4 The proposed backup solution shall support automatic skipping of backup during holidays. 5 The proposed backup solution must support at least AES 256-bit encryption capabilities. 6 The internal backup catalogue database should not have a big foot print. 7 The backup software should support object based restore 8 The backup software should support instant recovery Industry leading database solutions like

Exchange, SQL and Oracle databases etc.

8

Reporting Solutions – 1 The solution should provide real time System/Appliance Monitoring / Utilization 2 The solution should provide pre- configured reports 3 The solution should provide adhoc reports as required by the client 4 The solution should provide automated Real- Time Live reports to assess the performance and volume of

traffic being utilized. 5 The solution should create custom reports on a granular and/or enterprise level


6 The solution should be able to generate & export or email reports automatically to assigned 7 users in various formats, at minimum: PDF, Excel/CSV & HTML

8 Modular in architecture. Redundant Power Supply. Should be mountable on 19” Rack. The router architecture should have two independent operating system processes to run side by side on the same kernel in hot-standby mode, each in its own protected memory space. Consequently, the router should support for a feature which can offer substantial high availability support for a compact routing solution. Active and standby images are not required to be the same (neither the same image nor from the same release).

9 8GB of DRAM 10 Minimum of 10Gbps. should be upgradable to support 20 Gbps. 11 Gigabit Ethernet port should support multimode and single mode fiber connectivity. Supported interfaces:

nx64, V.35, E1, E3 and STM-1 and Ethernet 10Mbps to 10Gbps WAN interfaces should have 6 Gigabit Ethernet SFP ports. Should have 4X10G Ethernet SFP+ Ports

12 The router should have multiple level of privileges and authentication for user access, along with SSH support for secured device access. Should support RADIUS and TACACS+ for AAA should have source and destinations based ACLs, time based ACLs, VLAN. The router should support IPSec encryption for data confidentiality. Should support MD5 authentication for routing protocols. The software should support Network Address Translation (NAT) should support protection against anti-replay attacks & perform Unicast Reverse Path Forwarding. Should have minimum of 1.5Gbps IPSEC

13 Should support multilevel hierarchical queuing, which includes traffic classification; two-rate, three-color policing Should have RSVP The router should have IP precedence and also able to configure classes of service Should be able support accounting based on IP precedence Should be possible to configure CAR based on IP precedence, TCP port number or by application flow

14 Version of software for supplied switch should be latest release with necessary licenses to support all required features

15 Power supply for 230 V AC 50 Hz with Redundant power supply

9

Web Single Sign On – 1 The solution must enable routing of users into any resource through a Web single sign-on which includes

Web enabled applications 2 Must include out-of-the-box support for specified relevant third-party technologies – like Authentication, PKI,

OTP etc. 3 Must provide access to only those applications/resources that the user/customer has authority to. 4 The solution must not need to have an agent installed on application, database or directory servers where

users need to be provisioned. The solution should support agent less configuration. 5 The solution should have SDK to allow custom agents to be built to cater to home grown application needs. 6 The solution must provide an administrative console from where all the users, roles, and right can be

managed & monitored. 7 Solution must support multiple authentication methods like but not limited to: Passwords, Two factor tokens,

X.509 certificates, Passwords over SSL, OTP, Combination of methods etc. 8 The solution should support Web single sign-on across security domains. 9 Solution should support both session and idle timeouts for users. 10 Authentication management system should be capable of supporting automated changing to alternative

authentication systems as defined by policy. 11 The solution should support integration with directory server for getting the details of the users trying to login

into the system. 12 Administrator should be able to create a policy for any user, any group and any role 13 Solution should support fine-grained control of access to file, page, or objects


14 Solution should also load balance across directories if multiple directory servers are available. 15 Solution should work with all industry accepted user directory solution.

10

Blade Enclosure: 1 Blade chassis shall be 19" Width rack mountable and provide appropriate rack mount kit. Support minimum

10 Blade server Slots on one chassis, populated with blades. 2 Chassis should have a highly reliable mid plane for providing connectivity of the shared resources to the

compute nodes in a highly reliable manner. 3 Should be configured with hot pluggable and redundant management modules. Each blade should have

dedicated management port to be used for server management 4 Support simultaneous remote access for different servers in the enclosure. 5 Chassis should have sufficient number of redundant 10gb based converged modules to provide a minimum

FCOE/FC uplink bandwidth of 10Gbps per blade server and 10Gbps sustained per blade server ( with 1 module failure)for a fully populated chassis for LAN & SAN Traffic.

6 Dual Power Supply to cater power for the blade servers (redundant). No single point of failure for Power Delivery. Chassis power should be configured in such a way that no single fault should take down the entire power bus. Should have dual N+N power topologies for higher uptime. Power supplies should be configured with highest capacity available. Should offer choice of a single phase or 3 phase power subsystem for flexibility in connecting to datacenter power enabled with technologies for lower power consumption.

7 Each blade enclosure should have a cooling subsystem consisting of redundant hot pluggable fans or blowers enabled with technologies for improved power consumption and acoustics.

8 Must have real time virtual KVM functionality and be able to perform a remote power sequence. Must provide both Java / Java-free browsing options. Must be able to manage servers using popular mobile devices

9 Must have the ability to map the remote media to the server. Also must have the ability to transfer files from the user’s desktop/laptop folders to the remote server with only the network connectivity. Must have the capability of capturing and deploying OS images

10 Must be able to dynamically optimize the power usage and performance based on server workload policy. 11 Must have the ability to automatically trigger events and alerts based on performance issues or thresholds

set. Must be able to track warranty information of servers and send alerts of about to expire warranty information’s.

12 The enclosure should have sufficient power distribution unit with appropriate ratings for the blade enclosures. It should support standard 42U Rack specification

13 The enclosure should support network switches with atleast 8 10Gb-SR Ethernet uplink ports across redundant Ethernet interconnect modules, up-linkable to the data center switch. Shall be capable of providing 16 x 10Gbps downlinks to Blade server NICs

14 The enclosure should support Fiber Channel SAN switches with at least 16Gb auto-negotiating FC uplinks and alsoat least 16Gb auto-negotiating downlinks to all server bays. Each of the tailoring NIC shall be capable of tailoring the network bandwidth with their own dedicated, customized bandwidth per 10Gb downlink connection, with customizable speeds from 100Mbps to 10Gbps. Shall be capable of supporting VLAN Tagging, Pass-Thru and Link Aggregation on all uplinks. Shall be capable of being stacked together in an enclosure or across enclosures to allow any server Ethernet port to connect to any uplink and providing ease of management. Shall support standards such as: 802.1AB LLDP, 802.1Q, 802.3ad Link Aggregation, IEEE 802.3ae 10Gb Fiber Ethernet, , IEEE 802.3aq 10Gb LRM Ethernet, SNMP v.1, v.2, IGMP v1, v2. Should be capable of providing an embedded Management Console which is Simple and should contain an intuitive Graphical User Interface (GUI) for defining, configuring, and managing network connections for ease of Management

15 Each blade enclosure should have a cooling subsystem consisting of redundant hot pluggable fans or blowers enabled with technologies for improved power consumption and acoustics

16 5 years comprehensive warranty


17 Management/controlling softwares have to be from the OEM. 18 Must provide a remote management functionality to operate the server in both in-band and out-of-band.

Must be part of the server without the need to install any additional hardware or software. 19 Must have a real time Virtual KVM functionality and be able to perform a remote Power sequence. Must

provide both Java & Java-free browsing options. 20 Must have the ability to map the remote media to the server and ability to transfer files from the user’s

desktop/laptop folders to the remote server with only the network connectivity. 21 Must have the ability to capture the video sequence of the last failure and the boot sequence and also

playback the video capture or equivalent technology. 22 Must have the ability for multiple administrators across remote locations to collaborate on the remote session

in a server with multiple sessions even in server powered OFF mode. 23 Must be able to show the actual power usage and actual thermal measurement data of the servers. 24 Vendors must submit supporting documents stating RoHS compliance.


18. Appendix IX: Bill of Materials

I. Main Hardware Components

1. Blade Enclosure 2. Blade Server 3. Backup Software 4. Tape Library 5. SMS gateway & OTP system 6. SAN Storage 7. Server Load Balancer 8. SAN Switch 9. Reporting Solutions 10. Web Single Sign On 11. Enterprise level Operation system

II. Software Components

The components mentioned hereunder are indicative.

1. Project Management Module 2. Workflow Management Module 3. Procurement Management Module 4. Vendor Management Module 5. Finance & Accounting Module 6. HR Management Module 7. Establishment Module 8. Business Intelligence Module 9. Document Management Module

III. Data Migration

The existing data of BSEDC would need to be migrated to new computerized system. It would primarily include master data (e.g. employees, assets, accounts, existing projects and events and plans, etc.) and also the details of the on-going projects under BSEDC. The process of data migration would cover: 1) Extraction of data from the source system 2) Data cleansing (e.g. standardization of coding structure / codification across BSEDC,

elimination of duplicate / redundant codes etc.) 3) Transforming data to the format required by the target system (for this the appropriate queries

/ programs may be written either at the source system level or at the target system level) 4) Loading data into the target system

The overall steps for performing data migration would include: 1) Selection of the existing database table / files 2) Selection of fields for which data to be transferred 3) Selection of the proposed database table 4) Mapping of existing database fields & field types with the proposed database fields / types 5) Verification of existing data structure 6) Transfer of data to the proposed database tables 7) Verification of transferred data

# Tentative Component Description Quantity (x) 1 Scanning an A4 size paper 100000


2 Data entry of an A4 size paper 10000

IV. Support and Maintenance Components

Maintenance including Standard software support, updates and upgrades.

V. Training

Capacity Building is a highly critical component of the Online ERP system that has been planned for BSEDC. The objective of the Capacity Building (CB) initiatives is to equip the direct users and other stakeholders of the system with the right skills, and knowledge to optimally use the ERP solution being implemented. Every user group would have a separate Training. The Training program would be split into series of sessions for different user groups and across functional areas of the ERP. The ERP Solution provider will be responsible for the following activities as part of the End User and Train the Trainer Training: 1. Develop overall training plan including formation of user groups and classifications 2. Develop and carry out Location-Wise Training Schedule, Curriculum, and Training Material

for various stakeholders. 3. Deliver training to end users including carrying out the training effectiveness evaluation 4. Handholding support in every unit for the complete contract period 5. Help Desk for Telephonic Guidance 6. Measuring the Effectiveness of Knowledge Transfer

The Implementation agency shall be responsible for finalizing a detailed Training Plan and role based training curriculum for the program in consultation with BSEDC authorities. Overall Training plan should be worked out in consultation with the BSEDC officials. The Training plan should include but not limited to the following aspects:

• Training schedule o Content of each training course o Training methodology o Tools used for training o Concept for continuous support after initial training

• Trainer manuals o Training schedule and timing o Slides o Activities and answers o Assessment/Validations

• Training evaluation and testing • User manual

o Theory o Process o Functional activities o System activities o Frequently asked questions o User support procedure o Glossary of terms o Assessment/Validations o User manual

Use of recommended ERP training tools / software(s) for providing various training is essential. Adequate training material which includes training manuals, quick reference cards etc. should be provided during the training sessions. The recommended training material should be in paper & electronic media with courses on ERP fundamentals, business process overview, job activity


training, and delivery options being on-line, instructor led class rooms, etc. Online training modules shall be made available so that users can keep on taking these training in case of eventualities. There is a need for retraining the knowledge gained from the trainings mentioned above by the staffs whenever changes are made in the application and/or personnel. It is that is why required to ensure that the staff from BSEDC involved in the operations be familiar with new versions (if any) of the IT system. This will require Refresher Training on the ERP system from time to time be provided to the staffs. The training will take place in a classroom environment. The Implementation agency should use leading practices based in training industry for delivering the sessions. The training courses proposed to be included in the scope of work are divided on basis of present skill sets of the users and their expected role in the solution. The different programs recommended by BSEDC are 1. Basic Users – Mainly Department Nodal Officers and Vendor Contact Person who will be

using this ERP system for their respective purposes. a) Basic Skill Set Training b) Sensitization Training c) ERP Module Level Training d) Workflows in the ERP system

2. Power Users – Mainly BSEDC functional staffs who will be using this ERP system for their day-to-day operations.

a) Basic User Training b) Role Based Training c) Respective Core ERP Module Training d) Workflows in the ERP system

3. Super Users – Mainly BSEDC Management staffs who will be using this ERP system for their day-to-day administrative jobs. This group will also have Dashboard present in their mobile devices so that they can monitor the functionalities on-the-go.

a) Basic User Training b) Reporting and MIS Dashboard (both on the system and Mobile devices) c) Workflows in the ERP system

4. Advanced Users- Training of Trainers Group a) Participant Skill Training b) System Administration c) Core ERP Modules d) Workflows in the ERP system

5. Technical Training – Core IT Staff of BSEDC a) Training on Technical Operation and Configuration b) Training on Setup, Upgrade, Administration, Management and Maintenance of

Equipment c) Workflows in the ERP system d) System Administration

Training Delivery mode Participants Provider Approx. number of trainings

Total people to be trained

Train the Trainer Classroom training + Handholding

Master Trainers from BSEDC


Training for BSEDC Officials

Classroom training + Handholding + Self learning modules

All concerned BSEDC Officials


Training for various other Department Nodal Officer


Department Nodal Officers (2 Participants from each


2 – 3 100 – 110


departments and Govt. bodies)

Training for various Vendor representatives


Vendor Officials Implementation Agency + Master Trainers from BSEDC

2 – 3 20 – 30

Change Management /Awareness Training Classroom training

Master Trainers from BSEDC + All BSEDC Officials


VI. User Support and Maintenance of the Integrated IT application for 5 years

• Application support and modifications and integration with future systems

The scope of Application support and modifications and integration with future systems covers the following activities:

1. Enhancement / modifications with respect to new / enhanced / enriched functionality 2. Ensure the desired functioning of the Interface / integration 3. Test scripts preparation and interim application testing 4. Application installation and testing whenever required 5. Modification / development of reports 6. Provide technical support on system parameters and requirement for the proposed ERP

system 7. Manage the database administration according to the agreed standards. 8. Present relevant information and training if applicable and necessary regarding the use

and functions of new products and services to a defined number of relevant Users designated by BSEDC.

9. Provide handholding support to end users in carrying out the business process transactions.

• Bugs / Fixes Management

Bugs or Fixes Management is an important activity and based on the severity level, it becomes highly critical. There should be committed involvement in resolution on ‘best of efforts’ basis as per requirements. Following are the steps involved:

• Problem definition • Context definition (through functional teams as per requirements) • Request Analysis • Priority Categorization • Logging with OEM and tracking to resolution

It should address all the errors/bugs/gaps in the functionality offered by the ERP solution

(vis-à-vis the FRS) during the operations & maintenance period (i.e. 5 years from the date of final GO-Live). It should identify and resolve application problems like system malfunctions, performance problems, data corruption etc. due to which the ERP solution is not able to give the desired performance

There should be a defined responsibility matrix for the following: • Updating all available patch/ updates to the ERP solution. • providing handholding support to end users • Ensuring proactive and timely support in identification and provision of solutions

including Support for resolution. • Timely logging of Bugs/Problems • Daily / Weekly / Monthly Status Reports to BSEDC.


• Software Change and Version Control

• The Software Capacity Building & Version control process must be defined and

approved. • The version control and configuration information for the ERP system and other

application software (if any) must be maintained • All configuration changes or minor customizations to the ERP application which

requires development effort should be documented in details. • Changes in the ERP which are mandatorily required for complying with any of the

predefined requirements, FRS or To-be Functional solution should be treated as extremely important, and hence are to be completed and documented in details.

• All changes during the stabilization or support & maintenance phase shall be subjected to the comprehensive & integrated testing to ensure that the changes implemented in the system meets the desired and specified requirements of BSEDC and doesn’t impact any other function of the system.

• A Quarterly Report on the changes performed on the application and resolution of malfunctions carried out should be submitted.

• Troubleshooting of all possible problems, monitoring of erratic behavior through the Application Logs should be carried out at the earliest after detection.

• All planned changes to application systems shall be coordinated within established Change Control processes to ensure that: - Appropriate communication on change required has taken place - Proper approvals have been received - Schedules have been adjusted to minimize impact on the production

environment • For any changes to the software, a document indicating proposed changes, impact

to the system in terms of functional outcomes/additional features added to the system etc. should be submitted and verified by the technical team.

• Approval from BSEDC should be made mandatory for all the proposed changes before implementation of the same into production environment and such documentation is subject to review at the end of each month/quarter.

• All such documentation should be preserved up to date to reflect the latest enhancements/modifications made to the application. All documentation should be prepared as per latest industry standards and should incorporate necessary version control mechanism.

• Maintenance of Configuration Information & System documentation

Detailed final system documentation for reference to BSEDC must be provided and

reserved with highest security standard. The final User Manuals incorporating details of all menus and functionality provided by the System must be prepared and submitted to BSEDC.

• Help Desk Services

Technical staffs should be deputed who will be contactable via phone and mail to

provide assistance to the Users and address their queries and concerns. This assistance will be provided as per the responsibility matrix, which will be covered in the Operations Manual to be developed and provided.

A proper escalation procedure, as mentioned in the duly approved Operational Manual, would be followed if the problem cannot be resolved. The help desk service will serve as a single point of contact for all incidents and service requests. The service will provide a Single Point of Contact (SPOC) and also escalation / closure of incidents for the user


departments. The Help desk services would be for Infrastructure Facility Management and Application support across all stakeholders. The activities shall include

• Provide Help Desk facility during agreed service period window for reporting user

department incidents / issues / problems with the IT infrastructure & ERP Application related issues

• Provide necessary channels for reporting issues to the help desk. The incident reporting channels could be the following: o Specific E-Mail account o Telephone

• Implement a call logging system in line with the severity levels as defined. The Help desk shall log user and assign an incident/ call ID number.


• Track each incident / call to resolution • Provide feedback to callers • Analyze the call statistics • Continuous monitoring of the physical as well as the IT infrastructure at the DC,

BSEDC office to ensure application availability. • Monitoring should be done with the help of and EMS monitoring tools and system

logs/counters and therefore the reports and alerts can be auto-generated. • Escalate the calls, to the appropriate levels, if necessary as per the escalation matrix. • Analyze the incident / call statistics and provide monthly reports including but not

limited to: o Type of incidents / calls logged o Incidents / calls resolved o Incidents / calls open o Root Cause analysis For frequently occurring incidents

• A “Problem Management Record” or “PMR” should be designed and developed to document service outages.

• Concerned Authority of BSEDC should be updated with complete and accurate system status.

• Notification should be given to BSEDC’s designated personnel of systems or equipment failures, or of an emergency, according to the Operational Documentation.

• Severity Codes to be defined to Prioritize problem calls. • Problem analysis and identifying of recurring problems should be documented and

resolved. • Concerned BSEDC Authority must be informed about all the emergencies and

equipment failures. • Monthly reports to BSEDC on calls handled by Help desk should be provided. • Any implementation will be defined after consultations and discussions with BSEDC.

• Backup & restore and archival services

These services provides for files availability on applications and supported servers for users.

• Backup of operating system, database and application as per stipulated policies at the DC & DR.

• Monitoring and enhancement of the performance of scheduled backups, schedule regular testing of backups and ensure adherence to related retention policies.


• Ensuring prompt execution of on-demand backups of volumes, files and database applications whenever required by User Departments or in case of upgrades and configuration changes to the system.



• The backup process should encrypt the backup and store them securely. • The backup process should use incremental backup for all the days and a full back

up at the end of the week. This would ensure faster backup & restoration without compromising on the availability of the backup data.




• Controlling of all the files during the scheduled access times. • Required data processing activities concerning data integrity of all processed files

should be complete in nature. • Verification of all the incoming files and outgoing files. • Conducting routine monitoring and take corrective action. • Verification of availability of adequate file space for processing. • Reporting disk space utilization for capacity planning purposes.

• Storage, Administration & Management Services

The scope shall include:

• Installation and configuration of the storage system at DC & DR site in accordance to the application requirement.

• Required number of VLUNs should be created in the SAN to optimize the speed and storage of data. The VLUNs created would also ensure segregation of the data as per the application requirement. The VLUNs should be dynamically configurable for the space allocation.

• Management of storage environment to maintain performance at desired optimum levels.

• Development of storage management policy, configuration and management of disk array, SAN, virtual tape library, etc.

• Configuration of SAN is to be carried out whenever a new application is hosted at the DC & DR Site. This shall include activities such as management of storage space, volume, RAID configuration, LUN, zone, security, business continuity volumes, performance, etc.

• Database administration and Management Services

Data management and administration should

• Provide physical and operating system / data base support to the data base environments.

• Monitor and report the performance of the database. • Maintenance of physical database definitions and making them available to BSEDC.


• Promoting the database changes into the production environment as BSEDC approves.

• In cooperation with BSEDC, maintaining the database access routines applications development and software maintenance personnel use and document any change to same.

• Assist in problem determination and resolution of the same should be provided. • End-to-end management of database on an ongoing basis to ensure smooth

functioning of the same. • Management of changes to database schema, disk space, storage, user roles should

be available. • Performance monitoring and tuning of the databases on a regular basis including,

preventive maintenance of the database as required. • Management of database upgrade or patch upgrade as and when required with

minimal downtime. • Regular backups for all databases in accordance with the backup and archive

policies and conduct recovery whenever required with appropriate permissions. • Implementation of the database encryption to ensure data security. Being very

critical component, a hardware based solution is proposed which would be in high available mode in the DC.

• User Administration and Security

The scope shall include:

• Maintain access control and provide individual and group access to LAN / WAN resources to BSEDC’s authorized users.

• Register new users and delete existing user’s accounts as BSEDC requests. • Assign and change user passwords. • Implement adequate password complexity policy across the enterprise. • Use of the Web Single Sign On solution for the users • Undertake the usage of the Authentication, Authorization & auditing module for the

users

• Security Administration Services at DC & DR Site The scope under security administration shall include:

• Addressing the ongoing needs of network security management including, but not limited to, monitoring of various devices / tools such as firewall, intrusion detection, content filtering and blocking, virus protection, and vulnerability protection through implementation of proper patches and rules.

• Hardening of all the IT assets to prevent from any known & unknown attacks. • Root domain administration by creating the root and sub-domains and setting the

root level security policies such as authentication mechanisms (single/multi factor), password policies (such as password length, password complexity, password expiry, and account lockout policy), certificate policies etc.


• Ensuring that patches / workarounds for identified vulnerabilities are patched / blocked immediately.

• Respond to security breaches or other security incidents. • Provide a well-designed access management system, security of physical and digital

assets, data and network security, backup and recovery etc.


• Maintenance and management of security devices, including, but not limited to maintaining firewall services to restrict network protocols and traffic, detecting intrusions or unauthorized access to networks, systems, services, applications or data, protecting email gateways, firewalls, servers, from viruses.

• Security audit of the network. • Operating system hardening through appropriate configuration and patch updates. • Periodic reviews of domain level rights and privileges.

• Production Control and Job Scheduling

Production schedules should be maintained and documented in consultation with BSEDC

in responding to special processing requests and new processing requirements. The scope shall include:

• Prioritization and scheduling of batch jobs and report distribution systems subject to BSEDC’s schedule parameters.

• Obtaining BSEDC’s approval for major production control schedules and distribute before implementation.

• Coordinate and modify schedules for special requests.

• Warranty and Maintenance

Warranty, and maintenance of the Non IT infrastructure, IT infrastructure and software infrastructure for the entire ERP solution provided to BSEDC should be maintained as per the industry standards. The services shall be rendered at DC/DR and BSEDC premises. As part of the transition exercise for the support services it is expected to develop a work plan for the knowledge sharing for use in future phases of the project. The services covered under post implementation support include:-

• Comprehensive Warranty for 5 years from the date of supply of IT & Non-IT

infrastructure (servers, storage, networking components, etc.) to be provided at the implementation site and DC.

• Comprehensive maintenance from the date of the completion of Warranty Services on the hardware till the end of 5 years from the date of Final Go Live.

• Comprehensive AMC services from the date of completion of Warranty on all the licensed software (ERP product, associated software components, database, operating systems, etc.) provided till 5 years from the date of Final Go live.

• Operations & Maintenance Services for IT and Non-IT infrastructure of Primary DC / DR for 5 years from the date of Final Go-Live.

• Helpdesk and Client Side Support services for 5 years from the date of Final Go-Live • Software maintenance and support services for 5 years from the date of Final Go-

Live • Application functional (operational) support services for implemented ERP for 5

years from the date of Final Go-Live.

• Key Personnel Requirement Adequate operational staff at data center, DR site and for application support services must

be deployed. Qualified Personnel of varying skills shall be provided. Detailed role and responsibility of operational staff should be indicated and documented.

The minimum manpower deployment is given in the following paragraphs. • Application Development and Customization • Man power deployment plan should be developed and the same should ensure

deployment of sufficient specialized and experienced man power throughout the project


to complete the development, implementation, stabilization, Operations and Maintenance of the ERP system in time successfully. The manpower deployment shall ensure that implementation of all the module should happen in parallel. The key personnel that have to be deployed are as below: • Project Manager • ERP solution architect. • Solution Designer/Architect • Different module designers and developers • Database designer, developer and administrator • Data / Information Security Architect • Server and Network administrator • System analysts • Programmers,

• Operations and Maintenance

A. Handholding support– Onsite Following are the indicative manpower requirement for Handholding support.

1. 6 months from the day ERP system is operational

It is expected that the successful bidder would deploy adequate number of support staff as mentioned in the “Key Personnel Requirement “ for the jobs for the period of six months once the ERP is operational. The primary responsibility of the handholding support will be to help users do the routine transactions and use the helpdesk tool to log the tickets.

2. Application support and System administration services Application support and Systems Administration Services to be performed shall ensure that BSEDC’s IT Environment operates smoothly, securely and consistently. In general the type of manpower that needs to be deployed for core areas of ERP and Data Center functioning are as follows: • Project Manager • System Administrator & Database Administrator (OS, DB, User

Management etc.) • Application Management Functional as well as Technical personnel

(Maintain ERP and other applications) • Hardware and Network administrator • Back-Up / Disaster Management Personnel


19. Appendix X: Draft Master Service Agreement

AGREEMENT This Agreement is made and entered into at Patna, on this …………. day of ………… 2017 between Managing Director, Bihar State Electronics Development Corporation, Patna (Here in after called BSEDC which Expression shall, unless excluded by or repugnant to the subject or context, Include executers, administrators, successors in office and assigns) of the First Party

and Vendor Name registered under the Companies Act, 1956 having office at Vendor Address (Here in after called Abbreviation of Vendor Name (if any) which expression shall, unless excluded by or repugnant to the subject or Context, includes executers, administrators, successors in office and assigns on the Second party. Whereas Vendor Name has bid for providing services for Project Name. Whereas, BSEDC had decided to award work to Vendor Name against their proposal submitted vide letter no. Letter No. Dated ____/______/________; Now, THIS AGREEMENT WITNESSED AND AGREED BY THE PARTIES AS HERE IN BELOW:

1. Vendor Name has to prepare System Requirement Specification (SRS) according to the need of the client.

2. That Vendor Name has to do software development, deployment, depute Project Manager, Technical staffs required for the job, data entry and training to the Users.

3. The contract is not transferable.


4. The duration of this Contract of the BSEDC with Vendor Name will be for a period of Time Period effective from the date of Completion of Application Software & handholding of developed application i.e. Software Product to the user.

Terms used

“Vendor” means Agency involved in this work i.e. Vendor Name “SRS” means System requirement and Specifications “SLA” means Service Level Agreement. “GUI” means Graphic User Interface. “UAT” means User Acceptance Test. “Service Provider” means Vendor Name who provide the service Under this agreement.

1. Scope of Work cum SLA The scope of work of the implementation can be divided into the following heads – A. Application Development, Customization and Implementation

l. Development of the Project Implementation plan m. System Due diligence and submission of detailed report n. Business Requirements and Process Study o. Supply, Installation, Configuration & Customization of ERP Solution as per requirement p. Application Testing q. Quality Review, reporting and approval r. Linkage with existing applications s. Project and Product Documentation. t. Application ATP (Acceptance Test Procedure) u. Detailed Post Implementation documents for each and every modules and sub-modules to be

prepared and submitted to the client. Approval of the same from the client to be taken. v. Developing and designing of Operational Hand Book for each and every modules and sub-

modules.

B. Data Centre Equipment to Supply, Installation hosting, Collaboration and Networking i. Data Center Due diligence and submission of detailed report j. Hosting the application in the Data Centre k. Optimum Hardware Technical Specifications of DC site to run the application flawlessly. l. Redundant Network connectivity m. Provision of security infrastructure. n. Detailed Post Implementation documents to be prepared and submitted to the client. Approval

of the same from the client to be taken. o. Developing and designing of Operational Hand Book. p. Hardware and/or Firmware patch and update management.

C. Training and Capacity Building

c. Training and Capacity Building requirement d. Imparting of regular refresher trainings

D. User Support and Maintenance of the Integrated ERP application

f. Application monitoring and Compliance to Service Level Agreements g. Application support including modifications and integration with future systems h. Bugs / Fixes Management i. Software Change and Version Control j. Maintenance of Configuration Information & System documentation


E. Operations and Maintenance of IT infrastructure

l. Help Desk Services m. Server Monitoring, Administration & Management Services n. Backup, Restore and Archival Services o. Storage Administration services p. Database Administration q. User Administration r. Security Administration s. Data Center operations t. Production Control and Scheduling u. Network Management v. Warranty, ATS and Annual Maintenance Contract

1.1 Application Customization and Implementation

1.1.1 Development of the Project implementation plan Upon award of the Contract, the System Integrator shall develop a Detailed Project Plan encompassing the activities specified in the Contract. The contents of the Project Plan shall be as below: n. Project Organization and Management Plan; o. Design and Development plan p. Pre-commissioning, Operational and User Acceptance Testing Plan q. Delivery and Installation Plan r. Training Plan s. Risk Management Plan t. Warranty Service Plan u. Task, Time, and Resource Schedules v. Post-Warranty Service Plan w. Technical Support Plan x. Quality Assurance and Control Process details which must include (but not limited to) detailing on

Metrics, Reviews, Problem Reporting and Corrective action, System audit etc. y. Data Entry Plan z. Any other item in consultation with Bihar State Electronics Development Corporation

1.1.2 Business Requirement and process study

The System Integrator shall do a Business Requirements Study for each sub-department of BSEDC. The As-Is processes and To-Be processes of each of these sub-departments will be provided to the System Integrator. Though enough care has been taken to include all the processes, there could be more processes which may need to be captured by the System Integrator. Indicative MIS requirements are mentioned in the To-Be process maps. The System Integrator is however expected to capture the detailed reporting requirements of these sub-departments based on discussions with the sub-departments. The document will indicate the additions/ modification that need to be made to the product to meet the business requirements. It is the responsibility of the System Integrator to demonstrate the best practices available in the proposed ERP and how these best practices affect the output and can be implemented in the existing business processes. System Integrator shall prepare detailed System Requirement Specifications (SRS) detailing processes for all modules based on functional and Quality-of-Service requirements mentioned in this RFP and also additional requirements as may be identified in consultation with the Corporation and other stakeholders during the requirement study phase. The SRS approved by BSEDC will form the baseline for all subsequent phases of application development and deployment from an Application requirements perspective (e.g. for testing, identifying “change” to requirements etc.).


1.1.3 Supply, Installation, Configuration & Customization of Integrated ERP Solution Supplying, Installing, Configuring, Customizing (as required) and Implementing of the proposed ERP product so as to cover but not limited to the functions:

i) Supplier Management for Hardware Procurement Module j) Supplier Management for Manpower Procurement Module k) Financial Accounting & Control Module l) Human Resource Management Module m) Project Management module n) Establishment o) Inventory Management p) Document (Hard Files) Management

The modules, as mentioned above, are indicative. The System Integrator shall have to include modules based on the requirements of Bihar State Electronics Development Corporation. System Integrator will also provide all other components of the solution landscape and third party tools as may be necessary for the successful implementation and functioning of the solution with respect to the required functionalities mentioned in the RFP including Functional Requirement Specifications. The System Integrator must implement the above mentioned ERP functional modules as per the identified business needs of BSEDC. In addition, the functions will be supplemented by technology support as indicated below:

a) Enterprise Portal b) Workflow Management

System Integrator is responsible for the procurement of any software required for successfully implementing and managing the ERP System. Based on the approved System Requirement Specifications, the System Integrator will undertake the system configuration and customization. BSEDC intends to implement standard ERP functionality as far as practically possible. However, the same should meet the requirements of the FRS document as well as the requirements gathered during the Requirement study. BSEDC may agree to modify the requirements mentioned in FRS document in light of suggestions made by System Integrator. However, BSEDC completely reserves the right to agree or not to agree to any changes suggested by System Integrator. The implementation methodology and approach has to be customized to meet the implementation timelines and Service Levels. The functional requirements are mentioned in Appendix V of the RFP. These functionalities are indicative and based on the proposed business process which may undergo changes by the time of Award of Work Order to the System Integrator as well as during the execution of the project based on the detailed System Requirement study conducted by the System Integrator. All such identified changes shall also form part of the desired functionalities and shall be included in the scope of work without any additional financial implications during the implementation period. The System Integrator may, if so required, include the add-ons or modules to fulfill the requirements. System Integrator has to carry out the integration of the ERP with other applications / solutions and new plug in modules or third party devices etc. to meet the project requirements. System Integrator would also have to comply with Non-Functional Requirements (NFR) provided in Appendix VI of the RFP. System Integrator has to design and implement the requisite user authorization as well as other IT security controls, for the entire solution. Finally approved/accepted solution will be delivered as “System Configuration” document and the same should be implemented at locations that are identified within the scope of this project. All forms, reports & MIS, as per users’ requirements, shall be incorporated in ERP implementation. All required procedures, policies, delegation of powers pertaining to participating Corporations shall also be incorporated in business rules of proposed ERP by the System Integrator.


The System Integrator shall, if required commission a temporary development environment inclusive of hardware, network, software and other components of the solution landscape to initiate the development work even before the procurement of actual hardware set up. It is expected that the development shall happen offshore and the bidder shall provide the offshore development environment and network connectivity for the same. However, BSEDC would provide only seating space and power connectivity for the team deputed by the System Integrator at its office in Patna for the period of development and maintenance of the system. 1.1.4 Application Testing

The System Integrator shall design the Testing strategy including Traceability Matrix, Test Cases and conduct testing of various components of the ERP configured/ customized for BSEDC. The ERP testing shall at least include Unit Testing, System Integration Testing, Performance Testing, User Acceptance Testing (UAT), etc. The System Integrator shall obtain the sign-off from BSEDC on testing approach and plan (inclusive of Test cases). The System Integrator shall perform the testing of the solution based on the approved test plan, document the results and shall fix the bugs found during the testing. Though BSEDC is required to provide formal approval for the test plan, it is the ultimate responsibility of the System Integrator to ensure that the end product delivered meets all the requirements of the ERP implementation specified by BSEDC in this bidding document. At least the following activities will be carried out by the System Integrator as part of the Application Software testing: • The System Integrator shall prepare the solution testing procedure for conducting test on various

modules of the ERP solution including the test-cases. The software testing shall include Unit Testing, System Integration Testing, User Acceptance testing, Performance Testing (Full Load/ Stress Test), Integrity Testing, Security & Access Control Testing etc.

• The System Integrator shall obtain the sign-off from BSEDC on the testing approach and plan. • The System Integrator shall demonstrate to BSEDC that the solution meets all the functional &

technical requirements as per the RFP including FRS as well as the requirements finalized during the requirement gathering activity done by System Integrator.

• The System Integrator shall test the integration of the cross function modules as well as the external applications based on the approved testing procedure.

• On successful completion of the Integration test, the System Integrator shall conduct the Full load/ Stress test using suitable tools in accordance with the approved test plan. These tools have to be provided by System Integrator.

• The System Integrator shall provide and ensure all the necessary support for the conduct of the User Acceptance test by the identified employees of BSEDC who are responsible for day-to-day operations of the functions automated through the ERP solution. The System Integrator shall share the test cases and demonstrate the testing procedure to the identified employees.

• The System Integrator shall fix the bugs/errors found during the testing, document the results of the testing and submit a report to BSEDC.

• The System Integrator shall obtain the sign-off from BSEDC on the successful testing report to consider the UAT completed.

1.1.5 Quality Review and Security Audit

BSEDC shall form a team for conducting the Quality Review of the implementation of the proposed solution. This team will consist of e) Nominated employees of BSEDC f) Project management consultant g) Representative of ERP OEM, if any (To be arranged by the System Integrator) h) Quality control supervisor of System Integrator

The core responsibility of the quality review team will be as follows: f) Review the project plan


g) Review the Business Blue printing/ SRS document h) Review the test plan i) Review the test results j) Review the Go-Live readiness The SI is also required to conduct security audit of the entire IT infrastructure – Servers/networks/other Hardware components as part of the Final Acceptance Test. The Security audit of the entire application shall also get conducted through STQC to ensure that it meets all the guidelines of GoB and CVC. The detailed scope of audit will be finalized at the time of finalization of preparation of test cases. Post that, a yearly security audit shall be arranged to be carried out by the System Integrator through a Cert-In empaneled vendor. It will be the responsibility of the SI to ensure that all the vulnerabilities and issues reported in the audit are promptly resolved and the resolution document is submitted to BSEDC and Security agency to show the compliance. 1.1.6 Data Digitization and Migration

The System Integrator shall perform the data digitization and migration from manual and/or the existing legacy systems to the Database implemented for proposed ERP. The Data Digitization and Migration to be performed by the System Integrator shall be preceded by an appropriate Data Digitization and Migration strategy & methodology, prepared by System Integrator and approved by BSEDC. Though BSEDC is required to provide formal approval for the Data Digitization/ Migration Strategy, it is the ultimate responsibility of System Integrator to ensure that all the data sets which are required for operationalization of the agreed user requirements are digitized or migrated. Any corrections identified by BSEDC or any external agency, during Data Quality Assessment and Review, in the data digitized by System Integrator, shall be addressed by System Integrator at no additional cost to BSEDC. At least the following activities will be carried out as part of the Data Migration: • Define all the specifications that are needed to populate the data into the new ERP system • Prepare uniform codification of all data sets • Develop the data migration templates/ Forms/ Format and facilitate the migration of legacy and

new data elements into the ERP system. • Identification, configuration or development of the data upload/ download programs for the data

migration • Create data extraction programs in the legacy system to convert into the format as required by the

ERP system. • Data entry of manual records in the requisite format to be done by the System Integrator. • Scanning of appropriate paper documents, naming them, entering their characteristics like author,

date, etc., indexing, classifying and uploading into the Document Management System database. • The System Integrator shall ensure data cleansing of all the data migrated from the legacy system

to the new application & data validation before uploading the same to the production environment • Proper documentation of the data conversion / upload System Integrator shall ensure that data digitization and migration is complete in all respects and the activities are completed in time so that all the requirements of system implementation are fulfilled. The System integrator shall quote for data entry as well as scanning of A4 size paper in Form F2B. The volume given in Form F2B is for evaluation purpose only. The actual numbers may vary and the payment will be made on actuals. The main legacy applications (along with data size) from which the data has to be migrated and digitized includes but not limited to the following:

d) Tally (Accounting) e) MS Office Suite f) Old Hardcopy Documents

1.1.7 Linkage with existing applications

The system integrator shall provide for:


• Integration of the Finance & Accounts Module in the proposed ERP solution with the proposed CFMS, Department of Finance, Govt. of Bihar & eProcurement system (www.eproc.bihar.gov.in)

1.1.8 Project and Product Documentation

The System Integrator will provide detailed final system documentation for reference to BSEDC. System Integrator shall prepare the final User Manuals incorporating details of all menus and functionality provided by the System. BSEDC expects the following (not limited to) in the form of product documents. In addition, the System Integrator will provide ongoing product information for reference purposes and to facilitate self-education for BSEDC and other Personnel. Key documents required are:- • Business Blueprint and Revised process documents consisting of granular details of each

functional activity and any changes (if any) after the ERP implementation • Detailed Design document detailing technical architecture (application, network, and security) • Database infrastructure architecture, including clustering/ mirroring, backup & recovery strategies,

defining data structure, data dictionary as per standards laid-down by Government of India. • Data Architecture, interface architecture and integration architecture. Appropriate load balancing

and clustering techniques should be adopted by the Selected SI in the Solution design for meeting the requirements of the RFP

• Configuration Documentation: consisting of system setting and parameters for each function modules.

• User Manual including system instruction and use cases, running of a program to perform specific task in the system with sample reports, screen formats, details of menus & instructions on how to perform specific tasks in the system using screenshots etc.

• Any other documentation required for usage and maintenance of implemented solution at each location like Technical Manual, Installation Guides etc.

• System operational procedure manuals. • The System Integrator shall provide minimum three hard copies and one soft copy of the above

mentioned manuals. • The System Integrator shall submit the system documents including the Functional Specifications

& Technical Specification • The System Integrator shall prepare & submit the System Administration manual indicating the

system settings for each module • System Integrator must ensure the provision of Toolkit/ Troubleshoot guides and Learning

Management system for every component of the Application/ System software as well as IT infrastructure.

1.2 Data Centre Equipment to Supply, Installation hosting, Collaboration and Networking System Integrator has to supply, install and commission the IT Infrastructure components such as Servers, Databases, Storage Solution, Software and other supporting IT components as required at the Data Centre / Client sites (WAN equipment) which have been offered in the bid of the SI. The Data Centre (DC) to be used for this project will be provided by State Government (Bihar State Data center). The System Integrator has to procure the materials and equipment as required and given as part of the System Integrator’s response. However, it should be noted that the System Integrator has to procure all necessary equipment to run the application and network as per the requirement of the RFP documents including the SLA. In case, it is identified that certain components are required but not quoted by the Supplier, he will procure the same free of cost. The System Integrator shall note that the specification provided is the minimum requirement and the System Integrator shall procure better equipment if it is required to meet the service levels mentioned in the RFP. BSEDC reserves the right to ask the bidder to supply only part of the hardware quoted and procure the rest of it separately by itself. The payments schedule will be adjusted accordingly.

1.2.1 Data Centre


ix. All the hardware shall be new and procured for this project. The ownership of hardware shall be

transferred to BSEDC on commissioning of hardware. However, SI will be fully responsible for maintaining these Assets as per the Warranty and AMC Clauses and will be fully accountable for the same. The minimum specification of the equipment is mentioned in Appendix VIII.

x. All the software used for BSEDC shall be licensed to BSEDC and will be the property of BSEDC. The licenses shall be perpetual.

xi. The System Integrator shall be responsible for end-to-end implementation and shall quote and provide/supply any items not included in the bill of material but required for commissioning of the application and meet the requirements of the RFP/Contract. BSEDC shall not pay for any of the equipment not quoted in the bid but are required for successful completion of the project. However, the same has to be supplied by the System Integrator without any additional fees.

xii. The System Integrator shall procure all required transmission and connecting media as per the network design.

xiii. The System Integrator will be responsible for delivering the equipment to the respective locations. xiv. The System Integrator may be asked to supply all the installation material/ accessories/

consumables (e.g. screws, clamps, fasteners, ties anchors, supports, grounding strips, wires etc.) necessary for the installation and operation of the systems.

xv. The System Integrator has to prepare and submit a delivery report including details of components supplied. The delivery report will be validated by the identified BSEDC authorized person.

xvi. All the data created/captured under this project shall also be the property of the BSEDC. The Acceptance testing requirements are detailed out in Appendix VII of the RFP. The same may be further fine-tuned at the Project plan finalization stage.

1.2.2 Hosting at Data Centre The responsibility of the System Integrator will include: • Installation and commissioning of the IT Infrastructure components such as Servers, Databases,

Storage Solution, Software and other IT components required at the Data Centre. • The entire solution will be hosted on dedicated servers in State data center.

1.2.3 Minimum Technical Specifications of DC site

• Configure, Install and maintain licensed software required for proper hosting of website with latest anti-virus with all critical updates to be installed in the server.

• The server and other system software should be regularly patched/ updated. Major patching / update which requires system downtime has to be informed well in advance and should be undertaken only after BSEDC’s confirmation.

• The average CPU utilization of the environment (application and database servers) must never go beyond 70%. The server utilization should not exceed 70% of processor utilization at a stretch for 10 minutes in live/production environments. Should a breach in CPU utilization occur, the environment needs to be optimized and / or upgraded to bring the level of CPU utilization below the 70% mark.

• The System Integrator must ensure that the SAN utilization should also never exceed 70% mark. If exceeded it should inform BSEDC about the same which may take a decision on procurement of additional capacity / upgrade the same.

• None of the components and sub-components that are declared "End-of-sale‟ by the respective OEM in next two years as on date of submission of Bid shall be proposed.

• System Integrator should have a governance structure in place to report to BSEDC’s team on daily, weekly and monthly basis and the solution should allow downloading of standard and custom reports on the monitoring status in various formats like PDF, Excel etc.

• Vulnerability testing on a half yearly basis. Reporting of the same on a half yearly basis. • All Security Requirements like HTML/ SQL Injections, application of Stored Procedures etc. should be

taken care of.


1.2.4 Network connectivity The primary bandwidth for the WAN will be provided through Bihar SWAN. BSEDC will provide internet connectivity to be used for accessing the application over the internet. 1.2.5 Provision of security infrastructure

The System Integrator would also be responsible for the creation & maintenance of the directory server integrated with security modules like Authentication, Authorization & Auditing capabilities, Web single sign on, OTP management for critical components and the usage of Digital signature to ensure web based signage of documents. The system integrator would also ensure adequate data security mechanism in place by the usage of the database encryption and secured data back-up practice where in the data being backed up would be encrypted and password protected.

1.3 Training and Capacity Building The System Integrator shall conduct Training Needs Analysis of all the concerned staff and draw up a systematic training plan in line with the overall project plan. The trainings shall be provided at BSEDC premises or any other premises, as fixed by BSEDC. Capacity Building is a highly critical component of this project. The objective of BSEDC Capacity Building (CB) initiatives is to equip the direct users and other stakeholders of BSEDC with the right skills, and knowledge to optimally use the ERP solution being implemented. Every user group would have a separate Pre and Post Implementation Training. The Training program would be split into series of sessions for different user groups and across functional areas of the ERP. The implementation agency shall be responsible for the following activities as part of the End User and Train the Trainer Training: e) Develop overall training plan including formation of user groups and classifications f) Develop Location-Wise Training Schedule, Curriculum, and Training Material for BSEDC and

other Department’s nodal officers g) Deliver training to end users including carrying out the training effectiveness evaluation h) Develop and maintain and update an online self-learning module for all modules 1.3.1 Imparting of regular refresher trainings

The System Integrator shall also be responsible for retraining the above staff whenever changes are made in the application and/or personnel. It is the responsibility of the System Integrator to ensure that the staff from BSEDC involved in the operations is familiar with new versions (if any) of the ERP system.

1.4 User Support and Maintenance of the Integrated IT application for 5 years

1.4.1 Application monitoring and Compliance to Service Level Agreements It is the responsibility of the System Integrator to: • Monitor BSEDC’s ERP application on a day-to-day basis to ensure that it functions reliably. • Monitor application to ensure that the application does not suspend, hang etc. • Monitor components, including but not limited to, Application servers, Web Servers, Middleware

and other Servers on an ongoing basis to ensure smooth functioning of the applications. • The System Integrator shall ensure compliance to uptime and performance requirements of ERP

solution as indicated in the SLA (Appendix IV of the RFP) and any major changes to the software shall be planned accordingly by the System Integrator for ensuring the SLA requirements.

• Ensure the accuracy and timeliness of data uploaded as received. • Resolve and report the data discrepancies to the designated BSEDC persons.


• The System Integrator shall submit a document on the performance of the ERP application against the desired SLA on a Quarterly basis.

1.4.2 Application support including modifications and integration with future systems

The scope of System Integrator covers the following activities: • Enhancement / modifications with respect to new / enhanced / enriched functionality • Ensure the desired functioning of the Interface / integration • Test scripts preparation and interim application testing • Application installation and testing whenever required • Modification / development of reports • Provide technical support on system parameters and requirement for BSEDC’s Enterprise

Applications Software • Manage the database administration according to the agreed standards. • Present relevant information and training if applicable and necessary regarding the use and

functions of new products and services to a defined number of relevant Users designated by BSEDC.

• Provide handholding support to end users in carrying out the business process transactions.

1.4.3 Bugs / Fixes Management Bugs or Fixes Management is an important activity and based on the severity level, it becomes highly critical. As the parties involved are Users / functional team members of BSEDC, Application providers and System Integrator, SLAs may not be directly defined. System Integrator commits involvement in resolution on ‘best of efforts’ basis as per requirements. Following are the steps involved: • Problem definition • Context definition (through functional teams as per requirements) • Request Analysis by System Integrator • Priority Categorization • Logging with OEM and tracking to resolution The System Integrator shall address all the errors/bugs/gaps in the functionality offered by the ERP solution (vis-à-vis the FRS) at no additional cost during the operations & maintenance period (i.e. 5 years from the date of final GO-Live). The System Integrator shall identify and resolve application problems like system malfunctions, performance problems, data corruption etc. due to which the ERP solution is not able to give the desired performance The System Integrator shall be responsible for the following: • Updating all available patch/ updates to the ERP solution. • Providing handholding support to end users • Ensuring proactive and timely support in identification and provision of solutions including OEM

Support for resolution. • Timely logging of Bugs/Problems • Daily / Weekly / Monthly Status Reports to BSEDC & other Project Stakeholders

1.4.4 Software Change and Version Control

• The System Integrator shall define the Software Capacity Building & Version control process and

obtain approval for the same from BSEDC • The System Integrator shall maintain version control and configuration information for any system

documentation and application software. • Any changes/customizations to the ERP application performed/ identified within the period of six

months post “Final Go-Live” are not to be considered as separate Change Requests and hence are to be carried out by the System Integrator at no extra cost. However, total man months for such


changes/customizations shall not exceed 6 (six). In case the total effort crosses 6 man-months, further changes/customizations shall be handled through change control process.

• All configuration changes or minor customizations to the ERP application (even if identified after the stabilization period of six months post “Go-Live”) which require less than 5 man days of development effort are not to be considered as separate Change Requests and hence are to be carried out by the System Integrator at no extra cost throughout the period of contract.

• Only those major functional customization changes (requiring more than 5 man days of development effort) in the solution which have neither been mentioned in the approved SRS, nor included in the To-be functional solution and have not been proposed within six (6) months from “Go Live”, shall be carried out through a separate Change Control Note/Notice (CCN) prepared by the System Integrator (format has been provided as Form 2 Appendix III).

• However, any such requirement mentioned in the approved SRS or included in the To-be functional solution will be done at no extra cost.

• Changes in the application software which are mandatorily required for complying to any of the predefined SLA requirements, FRS or To-be Functional solution cannot be treated as a separate Change Request, and hence are to be completed by the System Integrator at no extra cost

• All Change Requests submitted by the System Integrator will contain an effort estimate, which would be discussed with and approved by BSEDC. BSEDC may ask the System Integrator to provide justification using standard methodology like Function Point Analysis or any similar method.

• All changes during the stabilization or support & maintenance phase shall be subjected to the comprehensive & integrated testing by the System Integrator to ensure that the changes implemented in the system meets the desired and specified requirements of BSEDC and doesn’t impact any other function of the system.

• The System Integrator shall submit a Quarterly Report on the changes performed on the application and resolution of malfunctions carried out by the System Integrator

• Troubleshoot all possible problems, monitor erratic behavior through the Application Logs. • All planned changes to application systems shall be coordinated within established Change Control

processes to ensure that: o Appropriate communication on change required has taken place o Proper approvals have been received o Schedules have been adjusted to minimize impact on the production environment

• For any changes to the software, System Integrator shall submit a document indicating proposed changes, impact to the system in terms of functional outcomes/additional features added to the system etc.

• The System Integrator is required to obtain approval from BSEDC for all the proposed changes before implementation of the same into production environment and such documentation is subject to review at the end of each quarter of operations & maintenance support.

• The System Integrator is required to keep all such documentation up to date to reflect the latest enhancements/modifications made to the application. All documentation should be prepared as per latest industry standards and should incorporate necessary version control mechanism.

1.4.5 Maintenance of Configuration Information & System documentation The System Integrator will provide detailed final system documentation for reference to BSEDC. System Integrator shall prepare the final User Manuals incorporating details of all menus and functionality provided by the System.

1.5 Operations and Maintenance of IT infrastructure

Operations and Maintenance of IT infrastructure shall include a range of services related to the operation & maintenance of the IT infrastructure. The Services under this shall cover the new IT Infrastructure setup. Following services shall form a part of managed services: a) Basic Infrastructure Services setup & b) Monitoring and Management Services


The concerned SLAs have been provided in Appendix IV of the RFP. The System Integrator shall provide monitoring and management services for an agreed service window during the period of 5 years from the date of final acceptance test (Final Go live). The scope of the services for overall Physical and IT infrastructure management during this period shall include Monitoring, Administration and Management of the entire DC infrastructure together with other BSEDC’s offices. The entire stack of monitoring and management services shall include the following:

• Help Desk Services • Server Monitoring, Administration & Management Services • Database Administration & Management Services • Storage Administration & Management Services • Backup & Restore Services • Security Administration Services • Data Center Operations • Production Control and Job Scheduling • Network Management and Monitoring • Patch and antivirus management for desktops

1.5.1 Help Desk Services

The SI will depute staff who will be contactable via phone and mail to provide assistance to the Users and address their queries and concerns. This assistance will be provided during the Service Hours as per the location classification and responsibility matrix, which will be covered in the Operations Manual to be provided by System Integrator and duly approved by BSEDC. During all other hours, users can leave their message via email. The requests received on email will be taken during the next working day. A proper escalation procedure, as mentioned in the duly approved Operational Manual, will be followed if the problem cannot be resolved. Shared resources of operational and technical support group will provide this service at all locations. The help desk service will serve as a single point of contact for all incidents and service requests. The service will provide a Single Point of Contact (SPOC) and also escalation / closure of incidents for the user departments. The Help desk services would be for Infrastructure Facility Management and Application support at SDC and offices identified by BSEDC. The activities shall include

• Provide Help Desk facility during agreed service period window for reporting user department

incidents / issues / problems with the IT infrastructure & IT Application related issues • Provide necessary channels for reporting issues to the help desk. The incident reporting channels

could be the following: o Specific E-Mail account o Telephone (Toll free)

• Implement a call logging system in line with the severity levels as per the SLAs. The Help desk shall log user and assign an incident/ call ID number. Severity shall be assigned to each call as per the SLAs.


• Track each incident / call to resolution • Provide feedback to callers • Analyze the call statistics • Creation of knowledge base on frequently asked questions to aid users. • Continuous monitoring of the physical as well as the IT infrastructure at the DC to ensure application

availability as per agreed SLAs. • Escalate the calls, to the appropriate levels, if necessary as per the escalation matrix agreed

between the System Integrator and the user department. The escalation matrix shall be developed by the System Integrator in discussion with BSEDC.


• Analyze the incident / call statistics and provide monthly reports including but not limited to: o Type of incidents / calls logged o Incidents / calls resolved o Incidents / calls open o Root Cause analysis for frequently occurring incidents

• The System Integrator shall provide Help Desk facility during the working hours for reporting issues / problems with the IT infrastructure as well as Non IT components. The System Integrator shall provide a service desk facility and set up all necessary channels for reporting issues to help desk.

• Initiate a “Problem Management Record” or “PMR” to document service outages using a Problem Management System as stated in the approved Operational Manual.

• Update concerned Authority of BSEDC with complete and accurate system status. • Notify BSEDC’s designated personnel of systems or equipment failures, or of an emergency,

according to the Operational Documentation. • Maintain an updated on-line help-desk telephone number listing in the Escalation Matrix. • Call tracking and closure. • Problem escalation in case of service levels not adhered to. • Provide detailed contact list of Help Desk Support to BSEDC. • Receive log and dispatch or transfer calls. • Make the guidelines for prioritization of calls and escalation procedure for approval by BSEDC. • Prioritize problem calls as per the defined Severity Codes. • Perform problem analysis and identify the problems. • Arrange for on-site/off-site support for resolution of problem. • Intimate concerned BSEDC Authority of all the emergencies and equipment failures. • Resolve performance issues of third party vendors, if any. • Maintain the escalation procedure and notify the concerned person(s) as per the contact list

provided by BSEDC. • Shall be primarily responsible for resolving third party service provider (if any) performance issues. • Provide monthly reports to BSEDC on calls handled by Help desk.

BSEDC will: • Provide the contact list of all personnel who will be intimated for the problem determination

assistance and escalation and ensure their availability. • Ensure that the users are aware of the Help Desk Services and its functions. • Assist System Integrator in resolving performance issues of third party vendors, if so required.

1.5.2 Monitoring, Administration & Management Services of IT assets at Head Office and DC Site

All the devices that will be installed in the Data Centre and networking devices as part of the physical infrastructure should be SNMP enabled and shall be centrally and remotely monitored and managed on a 24x7x365 basis. The physical infrastructure management and maintenance services shall include but not limited to: • Proactive and reactive maintenance, repair and replacement of defective components (IT and Non-

IT/ Hardware and Software). The cost for repair and replacement shall be borne by the System Integrator.

• The selected System Integrator shall have to stock and provide adequate onsite and offsite spare parts and spare component to ensure that the uptime commitment as per SLA is met. To provide this service it is important for the selected System Integrator to have back to back arrangement with the OEMs.

• Component that is reported to be down on a given date should be either fully repaired or replaced by temporary substitute (of equivalent configuration) within the time frame indicated in the Service Level Agreement (SLA). In case the selected System Integrator fails to meet the above standards of maintenance, there will be a penalty as specified in the SLA.

• The selected System Integrator shall also maintain records of all maintenance of the system and shall maintain a logbook on-site that may be inspected by BSEDC at any time.


Systems Administration Services performed by System Integrator shall ensure that BSEDC’s IT Environment operates smoothly, securely and consistently. It also ensures Optimized use of IT resources. System Integrator shall ensure following Server Administration activities for BSEDC: • Configuration of server, storage, networking & security component parameters, operating systems

administration and tuning. • Adequate hardening of the operating systems of the servers, storage & network equipment and

security equipment to prevent and know & unknown attacks. • Operating system administration, including but not limited to management of users, processes,

resource contention, preventive maintenance and management of upgrades including migration to higher versions and patches to ensure that the system is properly updated.

• Re-installation in the event of system crash/failures. • Maintenance of a log of the performance monitoring of servers including but not limited to

monitoring CPU, disk space, memory utilization, I/O utilization, etc. • Periodic health check of the systems, troubleshooting problems, analyzing and implementing

rectification measures. • Troubleshooting issues in the infrastructure, network and IT application to determine the areas

where fixes are required and ensuring resolution of the same. • Identification, diagnosis and resolution of problem areas pertaining to the DC site infrastructure and

application and maintenance of assured SLA levels. • Implementation and maintenance of standard operating procedures for maintenance of the

infrastructure based on BSEDC’s policies. • Management of the user names, roles and passwords of all the relevant subsystems, including, but

not limited to servers, applications, network devices, storages etc. • System administration activities shall include tasks including but not limited to setting up the IT

assets, executing hardware and software updates when necessary. • System administration activities shall include tasks including but not limited to setting up the IT

assets, other activities shall include: o Configuring and apportioning storage space o Setting up of working e-mail accounts and mailing lists o Management and integration of databases o Implementing security on the Internet / Intranet o Performing periodic backup of data and automating reporting tasks

• Executing hardware and software updates when necessary • IT assets performance monitoring, fine-tuning, optimization & Problem Resolution • Pro-active Disk management /Capacity planning • IT assets Configuration changes • Understanding Performance Bottlenecks and solving the issue proactively • Log in ID administration (addition / modification / deletion / maintenance etc.) • Perform file back-up/recovery as defined in the process • Intrusion / Malware / Virus etc. detection and neutralization System Integrator will make available, monitor and process on-line and batch applications, including scheduled, unscheduled and on-request services and processing initiated by users.

1.5.3 Backup & restore and archival services

These services provide for files availability on applications and supported servers for users. • Backup of operating system, database and application as per stipulated policies at the DC. • Monitoring and enhancement of the performance of scheduled backups, schedule regular testing

of backups and ensure adherence to related retention policies. • Ensuring prompt execution of on-demand backups of volumes, files and database applications

whenever required by User Departments or in case of upgrades and configuration changes to the system.




• The backup process should encrypt the backup and store them securely. • For every backup a pre backup test should be used to ensure higher rate of success for the backup. • The backup process should use incremental backup for all the days and a full back up at the end

of the week. This would ensure faster backup & restoration without compromising on the availability of the backup data.




• Ongoing support for file and volume restoration requests at the DC • Control all the files during the scheduled access times. • Initiate and complete required data processing activities concerning data integrity of all processed

files. • Verify, using tools and procedures, all the incoming files and outgoing files. • Document, maintain, update and execute BSEDC’s approved file and back-up and recovery

procedures. • Conduct regular back-up and recovery procedures as specified in the document and prioritized by

BSEDC. • Conduct routine monitoring and take corrective action. • Verify availability of adequate file space for processing. • Report disk space utilization for capacity planning purposes.

1.5.4 Storage, Administration & Management Services

The activities shall include: • Installation and configuration of the storage system at DC site in accordance to the application

requirement. • Required number of VLUNs should be created in the SAN to optimize the speed and storage of

data. The VLUNs created would also ensure segregation of the data as per the application requirement. The VLUNs should be dynamically configurable for the space allocation.

• Management of storage environment to maintain performance at desired optimum levels. • Development of storage management policy, configuration and management of disk array, SAN

fabric / switches, virtual tape library, etc. • Configuration of SAN is to be carried out whenever a new application is hosted at the DC Site. This

shall include activities such as management of storage space, volume, RAID configuration, LUN, zone, security, business continuity volumes, performance, etc.

1.5.5 Database administration and Management Services System Integrator will be responsible for: • Provide physical and operating system / data base support to the data base environments which

System Integrator establishes. • Monitor and report the performance of the database and recommend modifications to improve the

database performance. • Suggest, Maintain and/or implement database backup procedures to recover from a database

outage or corrupted databases within time frames specified in the Operations Manual. • Maintain physical database definitions and make them available to BSEDC.


• Promote the database changes into the production environment as BSEDC approves. • In cooperation with BSEDC, maintain the database access routines applications development and

software maintenance personnel use and document any change to same. • Assist in problem determination and resolution of the same. • End-to-end management of database on an ongoing basis to ensure smooth functioning of the

same. • Management of changes to database schema, disk space, storage, user roles. • Conduct code and configuration reviews to provide tuning inputs to the State / User Department in

order to improve the application performance or resolve bottlenecks if any. • Performance monitoring and tuning of the databases on a regular basis including, preventive

maintenance of the database as required. • Management of database upgrade or patch upgrade as and when required with minimal downtime. • Regular backups for all databases in accordance with the backup and archive policies and conduct

recovery whenever required with appropriate permissions. • Implement the database encryption solution to ensure data security. Being very critical component,

a hardware based solution is proposed which would be in high available mode in the DC.

1.5.6 User Administration and Security System Integrator will be responsible for • Maintain access control and provide individual and group access to LAN / WAN resources to

BSEDC’s authorized users. • Register new users and delete existing user’s accounts as BSEDC requests. • Assign and change user passwords. • Implement adequate password complexity policy across the enterprise. • Use of the Web Single Sign On solution for the users • Undertake the usage of the Authentication, Authorization & auditing module for the users • Critical user transactions, employ the usage of the OTP solution • Also employ the usage of Digital Signature for the digital signage of the documents.

1.5.7 Security Administration Services at DC

The activities to be carried out under security administration shall include: • Hardening of all the IT assets to prevent from any known & unknown attacks. • Root domain administration by creating the root and sub-domains and setting the root level security

policies such as authentication mechanisms (single/multi factor), password policies such as password length, password complexity, password expiry, account lockout policy, certificate policies, IPSEC policies etc.


• Ensuring that patches / workarounds for identified vulnerabilities are patched / blocked immediately. • Respond to security breaches or other security incidents and coordinate with respective OEM in

case of a new threat is observed to ensure that workaround / patch is made available for the same. • Provide a well-designed access management system, security of physical and digital assets, data

and network security, backup and recovery etc. • The System Integrator shall be responsible for the security audit of the network to be carried out

by a certified agency other than the System Integrator. • Ensuring that the security policy is maintained and updates to the same are made regularly as per

ISO 27001, BS 7799 and BS 15000, ISO 20000 guidelines • Operating system hardening through appropriate configuration and patch updates. • Periodic reviews of domain level rights and privileges.

1.5.8 Data Centre Operations


System Integrator shall provide availability of systems, which support the daily business operations of BSEDC. System Integrator will be responsible for: • Make available, Monitor and process on-line and batch applications scheduled and unscheduled

and on approval request services. • Operate the Application Software as well as IT Application to support the operating schedules of

BSEDC in accordance with the Service Levels. • Plan system maintenance in accordance as per schedule defined by System Integrator and

approved by BSEDC • Regularly monitor approved user job submissions.

1.5.9 Production Control and Job Scheduling

System Integrator will maintain production schedules and cooperate with BSEDC in responding to special processing requests and new processing requirements. System Integrator will be responsible for: • Prioritize and schedule batch jobs and report distribution systems subject to BSEDC’s schedule

parameters • Obtain BSEDC approval for major production control schedules and distribute before

implementation • Coordinate and modify schedules for special requests

1.5.10 Warranty, ATS and Annual Maintenance Contract

System Integrator shall provide warranty, ATS, and maintain the Non IT infrastructure, IT infrastructure and software infrastructure for the entire solution provided to BSEDC. The services shall be rendered at DC and BSEDC premises. As part of the transition exercise for the support services the System Integrator is expected to develop a work plan for the knowledge sharing as per scope defined in this bidding document for use in future phases of the project. The services covered under post implementation support include: - • Comprehensive Warranty for three years from the date of supply of IT & Non-IT infrastructure

(servers, storage, networking components, etc.) provided by the System Integrator at all the implementation sites including BSEDC’s sites and DC.

• Comprehensive AMC from the date of the completion of Warranty Services on the hardware till the end of 5 years from the date of Final Go Live.

• Comprehensive AMC/ATS services from the date of completion of Warranty on all the licensed software (IT product, associated software components, database, operating systems, etc.) provided by the System Integrator till 5 years from the date of Final Go live.

• Operations & Maintenance Services for IT and Non-IT infrastructure of Primary DC for 5 years from the date of Final Go-Live.

• Helpdesk and Client Side Support services for 5 years from the date of Final Go-Live • Software maintenance and support services for 5 years from the date of Final Go-Live • Application functional (operational) support services for implemented IT Solution for 5 years from

the date of Final Go-Live.

1.5.11 Warranty and Annual Maintenance Contract System Integrator shall provide comprehensive warranty of all the tendered items supplied for the project. It shall be for 36 months from the date of supply. Comprehensive AMC should also be provided from the date of end of warranty till the end of 5 years from the final Go Live. System Integrator shall provide the comprehensive manufacturer's warranty in respect of proper design, quality and workmanship of all hardware, equipment, accessories etc. covered by this bidding document. System Integrator must warrant all hardware, equipment, accessories, spare parts, software etc. procured and implemented as per this bidding document against any manufacturing defects during the warranty period.


• The selected System Integrator shall be required to sign an Annual Maintenance Contract for Hardware & Software as per the provisions made in this tender document.

• System Integrator shall, for this purpose, stock sufficient spares for rendering service and meeting SLA. BSEDC is not obliged to continue with the System Integrator providing AMC and may choose another System Integrator as AMC Partner.

• The System Integrator shall quote for year-wise comprehensive Annual Maintenance Contract for the period between end of warranty till 5 years from the date of Final Go-Live.

• No separate charges shall be paid for visit of engineers or attending to faults and repairs or supply of spare parts.

• During the implementation period and warranty period System Integrator shall perform all the functions as enunciated under the AMC at no extra cost to BSEDC. All the penalty clauses shall be applicable during the implementation period and during period of warranty in case of failure on part of System Integrator.

• The System Integrator, at the time of submission of project plan, submit the proposal specifying the fault control center location and how it proposes to carry out repair under AMC. The System Integrator shall also indicate what spares will be kept in different locations. The infrastructure planned to be created by the System Integrator to fulfill his obligations under AMC and his action plan to deal with the various situations arising out of hardware and software faults shall be clearly indicated.

• The support for planning, optimization and tuning of hardware and software after commissioning, whenever needed during Operation period/ Warranty / AMC shall be provided by System Integrator at no extra cost to BSEDC.

• Mean Time between Failures (MTBF): If during contract period, any equipment has a hardware failure on four or more occasions in a period of less than three months or six times in a period of less than twelve months, it shall be replaced by equivalent or higher-level new equipment by the System Integrator at no cost to BSEDC. For any delay in making available the replacement and repaired equipment for inspection, delivery of equipment or for commissioning of the systems or for acceptance tests / checks on per site basis, BSEDC reserves the right to charge a penalty.

• Warranty should not become void, if BSEDC buys, any other supplemental hardware from a third party and installs it within these machines under intimation to the System Integrator. However, the warranty will not apply to such supplemental hardware items installed

• The System Integrator shall carry out Preventive Maintenance (PM), including cleaning of interior and exterior, of all hardware and testing for virus, if any, and should maintain proper records at each site for such PM. Failure to carry out such PM will be a breach of warranty and the warranty period will be extended by the period of delay in PM.

• The System Integrator shall ensure that the warranty complies with the agreed Technical Standards, Security Requirements, Operating Procedures, and Recovery Procedures.

• System Integrator shall have to stock and provide adequate onsite and offsite spare parts and spare component to ensure that the uptime commitment as per SLA is met.

• Any component that is reported to be down on a given date should be either fully repaired or replaced by temporary substitute (of equivalent configuration) within the time frame indicated in the Service Level Agreement (SLA).

• The System Integrator shall develop and maintain a database of IT inventory to include the registered hardware warranties.

1.5.12 Annual Technical Service

• System Integrator shall maintain data regarding entitlement for software enhancements, refreshes, replacements and maintenance.

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

• System Integrator should carry out any requisite adjustments / changes in the configuration for implementing different versions of Application Software.

• Updates: The System Integrator shall provide and implement from time to time the Updates of the software and operating systems as required. The System Integrator should provide updates &


patches of the IT software and tools to BSEDC as and when released by OEM without any cost to BSEDC. All the software shall have the latest updates at the end of Contract period.

• System Integrator shall provide patches to the licensed software including the IT software, operating system, databases and other applications.

• Software License Management: The System Integrator shall provide for software license management and control. System Integrator shall provide complete manufacturer’s technical support for all the licensed software problems and/or questions, technical guidance, defect and non-defect related issues. System Integrator shall provide a single-point-of-contact for software support and provide licensed software support including but not limited to problem tracking, problem source identification, problem impact (severity) determination, bypass and recovery support, problem resolution, and management reporting.

• The manufacturer’s technical support shall at a minimum include online technical support and telephone support during BSEDC’s business hours (Business hours in BSEDC will be from 0930 hours to 1800 hours on weekdays (Mon-Sat)) with access for BSEDC and System Integrator to the manufacturer’s technical support staff to provide a maximum of 4 hour response turnaround time. There should not be any limits on the number of incidents reported to the manufacturer. BSEDC shall have access to the online support and tools provided by the manufacturer. BSEDC shall also have 24x7 accesses to a variety of technical resources including the manufacturer’s knowledge base with complete collections of technical articles.

• System Integrator shall have to undertake Operational Support Services of the entire IT system during the complete Implementation phase till the commissioning free of cost and 5 years post that. The Service requirement and its associated SLA during the Operation phase are mentioned in separate section (Appendix IV of the RFP) in this bidding document.

1.6 Key Personnel Requirement System Integrator shall deploy adequate operational staff at data center and for application support services. Qualified Personnel of varying skills shall be provided by the System Integrator. System Integrator shall have to propose an optimum (critical to the project) staffing plan so as to meet BSEDC’s requirements along with the bid. Detailed role and responsibility of operational staff shall have to be indicated by along with the bid, however, BSEDC reserves the right to get the plans of System Integrator modified depending upon exact requirement. The minimum manpower deployment is given in the following paragraphs. The System Integrator is expected to deploy people over and above this to ensure that the delivery timelines and SLAs are met. 1.6.1 Application Development and Customization

Contractor would submit man power deployment plan and would ensure deployment of sufficient specialized and experienced man power throughout the project to complete the implementation, stabilization of the IT system in time successfully. The manpower deployment shall ensure that implementation of all the module shall happen in parallel. The SI shall deploy adequate number of system analysts, programmers, server administrator, and database administrators etc. so as to meet the project requirements including SLAs. The schedule of the deployed personnel needs to be provided in Form 10.8 & 10.9 of Appendix I. 1.6.2 Operations and Maintenance

E. Handholding support– Onsite

Following are the indicative manpower requirement for Handholding support. However, in case more manpower is needed to meet the service level, the same shall be provided by the System Integrator.

F. From Final Go Live-6 months


It is expected that support staff shall be made available for the period of 6 months from the date of Go-Live. The primary responsibility of the handholding support will be to help users do the routine transactions. A central helpdesk shall be set up with a phone support to log the issues. The helpdesk should support ticket logging from e-mails, phones and the tool itself. The helpdesk personnel shall, with help of the onsite handholding solve all the L1 tickets. This helpdesk shall have two personnel available during the normal office hours. The L2 & L3 tickets may be addressed by offsite personnel working form a remote location.

G. Six months onwards from the Final Go Live till end of Contract The System Integrator shall decide on number of resources to be deployed to meet the service levels. However, a minimum of 3 personnel (1 No. each for Database, Application & Server) need to be deployed at BSEDC office apart from the help desk.

H. Application support and System administration services Application support and Systems Administration Services performed by System Integrator shall ensure that project’s IT Environment operates smoothly, securely and consistently. In general, the type of manpower that needs to be deployed for core areas of ERP and Data Center functioning are as follows: Project Manager • System Administrator& Database Administrator (OS, DB, User Management etc.) • Application Management Functional as well as Technical personnel (Maintain ERP

applications) • Hardware, Network, Video Conferencing equipment operations and maintenance personnel • Back-Up / Disaster Management Personnel

The above list is indicative. The SI shall provide a deployment schedule of these respective personnel in the forms in Appendix I.

2. Contract Value

The total Contract Value of the said assignment will be Rs. X (in words) Excluding Applicable GST. 3. Deliverable & Time Line & Schedule of Payments

T = Date of Signing of the agreement

Note: Software Cost in the table below includes Cost of any COTS / other software, development and customization costs, Data digitization and migration costs & Training costs.


# Activity/Task Deliverables/ Milestone

Timelines (In weeks)

Payment Milestone

1 • Project Award & Contract signing

between BSEDC and successful Systems Integrator

Project Start Date = T

2

• Project Planning • Resourcing schedule • Development Implementation and

Maintenance approach • Comments on FRS

a) Finalized Project plan b) Finalized Inception Report

T + 2


3

• Study of existing processes and suggestion on To-Be processes based on best practices

• Finalizing custom requirements • Requirement gathering and

preparation of SRS • Data Center and Network

Architecture

a) Finalized Requirement report b) Approved System requirement specification c) Approved Data Center and Network Architecture

T + 5


4 • System design – Detailed Test Plan • Quality Audit plan Approved Test plan T + 7

5 • System Development – Application development T + 23

6 • System Testing Unit and Integration testing reports T + 25

7 Complete DC/DR and Network Implementation

Acceptance of DC/DR hardware & software Implementation report

T + 30

80% of Hardware Cost ( against completion of activities no. 7 )

8 UAT Completion and Go Live Successful UAT report as per Clause 8.2.4 T+ 34

50% of Software cost ( against completion of activities no. 4,5,6 and 8 )

9 Submission of Documentation As per Clause 8.2.8 T + 36

20% of Software cost (against completion of activity no. 9

10 Post Go-live Support SLA adherence report on a monthly basis

60 months after acceptance of Go Live

20 equal Quarterly Payments of 5% of Maintenance cost after deduction of SLA Penalties, if any. And, 4 equal Quarterly payments of 5% of the total cost of Hardware installed (if any) during the first 4 quarters after the Go-Live.


4. Billing Bill should be raised in favor of Managing Director, BSEDC in triplicate for payments. 5. Paying Authority

Managing Director BSEDC, Patna will be paying authority. He will pay to Vendor Name against Invoice verified by Project Lead (BSEDC). 6. Contract Period

The start date and the end date for application support service shall be up to the period of Five (5) year from the date of Implementation and handholding of complete Software Application. 7. Arbitration

BSEDC and M/S Vendor Name shall make every effort to resolve amicably by direct informal negotiation any disagreement or dispute arising between them under or in connection with this Agreement. If, after thirty (30) days from the commencement of such informal negotiations, any and all disputes, controversies and conflicts (“Disputes”) arising out of this Agreement between the parties or arising out of or relating to or in connection with this Agreement or the performance or non-performance of the rights and obligations set forth herein or the breach, termination, invalidity or interpretation shall resolve or settle amicably through mutual negotiation and discussions, if the dispute/disputes is not settled amicably then in that case it shall be finally decided by reference to Bihar Arbitration Tribunal in accordance with Bihar Public Works Contracts Dispute Arbitration Tribunal Act, 2008, Rules framed there under or procedure prescribed by the Bihar Arbitral Tribunal. The award of Bihar Arbitral Tribunal shall be final and binding on the parties. It is further clarified in case any dispute/s is/are not come in the preview of “Work Contract” defines under the Section 2 (k) of the public Works Contracts Dispute Arbitration Tribunal Act, 2008, then in that case same shall be governed as per provisions of Arbitration and conciliation Act, 1996 and shall be referred for arbitration in terms of the Arbitration and Conciliation Act, 1996 or any amendments thereof. The place of arbitration shall be Patna and the language used in the arbitral proceedings shall be English. The arbitral award shall be in writing and shall be final and binding on each party and shall be enforceable in any court of competent jurisdiction and sole arbitrator shall be appointed by the Managing Director, BSEDC.

8. Confidentiality

8.1 The term “Confidential Information” for the purpose of this clause means any information, including information created by or for the other Party, whether written or oral ( which is confirmed in writing by disclosing party within 15 (fifteen) days of such oral disclosure) , which relates to internal controls, computer or data processing programs, algorithms, electronic data processing applications, routines, subroutines, techniques or systems, or information concerning the business or financial affairs and methods of operation or proposed methods of operation, accounts, transactions, proposed transactions or security procedures of either Party or any of its affiliates, or any client of either Party.

8.2 Either party shall keep any Confidential Information with the same degree of care as it would treat its own confidential information of similar nature, which degree of care in no case shall be less than reasonable.

8.3 Either party shall use the Confidential Information only for the purposes of this Agreement and not for any other purposes.

8.4 Either party shall cause all its employees or agents who have been given access to the Confidential Information bound by the confidentiality obligations of this Agreement.

8.5 The obligations of confidentiality under this section shall survive even termination or expiration of this Agreement and for a period of one year thereafter.


8.6 Nothing in this Article shall prevent a Party from treating confidential information as non-confidential, if such information is:

a) In the possession of, or was known to such Party prior to its receipt, without an obligation to maintain its confidentiality;

b) Becomes generally known to the public without violation of this agreement by such Party; c) Obtained by such Party from a person

i. Who such Party does not know to have violated, or to have obtained such information in violation of any obligation to another person or the other Party with respect to such information

ii. Who does not require such Party to refrain from disclosing such information iii. Who has the right to disclose it, without the obligation to keep such information

confidential d) Independently developed by such Party without the use of confidential Information and without the

participation of individuals who have had access to confidential information. e) Is required to be disclosed by such Party under the compulsion of law, or by order of any court or

government or regulatory body to whose supervisory authority the receiving party is subject. f)

9. Language This MSA has been executed in English Language, which shall be the binding and controlling language for all matters relating to the meaning of interpretation of this MSA. 10. GOVERNING LAW & JURISDICTION

“This Agreement shall be governed by the laws in India and courts in Patna only shall have exclusive jurisdiction over matters relating to or arising from this Agreement.”

SIGNED AND DELIVERED BY (on behalf of BSEDC ) Signature ………………………… Name & Designation: Address : Beltron Bhawan, Shastri Nagar, Patna- 800023

In the presence of ……… Signature …………………………….. Name & Designation………………… Address ……………………………… ………………………………………

SIGNED AND DELIVERED BY (on behalf of Vendor Name Signature ................................ Name & Designation: Address:

In the presence of ……… Signature ………………………….. Name & Designation ……………… Address …………………………… ………………………………………

11. INDEMNIFICATION Vendor Name shall ensure compliance with all applicable laws, local and Central, including all labour laws like ESI,EPF, Minimum wages Act, Bihar Shops & Establishments Act, Contract Labour (Regulation and abolition) Act 1970, Payment of Bonus Act etc. and shall keep BSEDC indemnified and harmless in case of any action for violation by Vendor Name of any of the applicable laws so long as this arrangement is in force. For all purposes the persons deployed will be employees of Vendor Name and they will have no relation whatsoever with BSEDC. Vendor Name shall be responsible to furnish all such information/documents to


BSEDC in this regard as may be required by it from time to time. Furthermore, upon request made by BSEDC, Vendor Name shall furnish the self attested copies of all returns/challans filed by Vendor Name in the office of ESI,EPF, Minimum wages Act, Contract Labour etc. from time to time. 12. TERMINATION OF THE AGREEMENT AND ITS CONSEQUENCE

12.1 In the event of the breach of any terms of this Agreement by the Service Provider, BSEDC shall be entitled to

terminate this Agreement forthwith. The decision of M.D., BSEDC as to any breach shall be final and binding on the Service Provider.

12.2 In the event of breach, BSEDC shall have the right to recover any loss, damage or cost of hardship from the service provider caused due to the breach of the terms of this Agreement. The decision of M.D., BSEDC in this regards shall be final and binding on the Service Provider.

13. EXIT MANAGEMENT In the case of termination of the Agreement, the parties shall agree at that time whether, and if so during what period, the provisions of this clause shall apply. The Parties shall ensure that their respective associated entities carry out their respective obligations before the expiry of the exit management period which will be decided by both the parties and Vendor Name will deliver all the information and knowledge out of this assignment to BSEDC or to any team as may be mutually agreed between Parties. 14. CHANGE PROCEDURE

In case BSEDC desire any change in the scope of Vendor Name’s obligation under this Agreement and such change is likely to cause financial hardship to Vendor Name, Vendor Name shall convey to BSEDC the time schedule and cost of the proposed change. BSEDC shall signify either its approval or disapproval to Vendor Name of such estimation from Vendor Name. If BSEDC does not accept the estimation, then the change request shall be deemed to be cancelled and Vendor Name shall be relieved from all obligations to perform such change.