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TCSP: Terms of Reference: IT Platform Service Provider

Contents

1 Background ............................................................................................................................... 2

1.1 Country & sector context.................................................................................................... 2

1.2 Institutional context ............................................................................................................ 3

2 About the Technology Centre Systems Program (TCSP) ............................................................ 4

2.1 Program Partnership Structure ............................................................................................ 9

2.2 TCSP Deliverables ........................................................................................................... 10

3 About National Portal / IT Platform ......................................................................................... 14

4 National Portal Vision and Strategic Objectives ....................................................................... 14

5 Key Service Delivery components of National Portal ............................................................... 15

6 Role of National Portal – Managed service provider (NP-MSP) ............................................... 22

6.1 Service Delivery Principles .............................................................................................. 22

6.2 NP-MSP Business Model ................................................................................................. 22

6.3 Implementation model ...................................................................................................... 24

7 Portal Solution Overview ......................................................................................................... 27

8 Guiding principles for the MSME National Portal .................................................................... 51

8.1 Architecture principles ..................................................................................................... 51

8.2 Security Principles ........................................................................................................... 52

8.3 Data Security Principles ................................................................................................... 52

8.4 Application Security Principles ........................................................................................ 52

8.5 Management Principles .................................................................................................... 53

8.6 Technology Principles ...................................................................................................... 54

9 Scope of work for NP-MSP ..................................................................................................... 54

9.1 Scope of Work Components and Key Tasks ..................................................................... 55

9.2 Deliverables ..................................................................................................................... 63

10 Phasing of Implementation & Timelines............................................................................... 68

11 Service Level Agreement ..................................................................................................... 76

9.1. Implementation phase related performance levels ............................................................. 76

9.2. AvailabilityofSolution ...................................................................................................... 78

9.3. EquipmentAvailability ..................................................................................................... 79

Memory Utilization ..................................................................................................................... 79

Maximum of 70% utilization on any server ................................................................................. 79

Disaster Recovery Site ................................................................................................................ 80

9.4. Settlement ........................................................................................................................ 80

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1 Background

1.1 Country & sector context

India is one of the world‟s largest and most dynamic emerging markets with vast economic potential. The objective of the 12

th Five-Year Plan (FY2013–17) is to return to GDP growth rates in excess of 8

percent, with a strong emphasis put on the manufacturing sector.

The manufacturing sector will have to play an important role in taking the Indian economy to a high growth rate trajectory. Manufacturing has long been recognized as an essential driver of economic

development for most countries as it has an important economic and employment multiplier effect.

India‟s manufacturing performance has not been encouraging despite a strong potential. At the same time, there are examples of world class production units who started small and have achieved

international scale. Recognizing its potential, the Government of India has set the objective of

“enhancing the share of manufacturing in GDP from its current level of 15 to 25 percent within a

decade and creating 100 million additional jobs” in the recently announced National Manufacturing Policy - 2011.

The main constraints to the growth and productivity/competitiveness of India‟s manufacturing are well known and include: difficulties to access markets (including within India), difficulties to access

finance (especially for MSMEs), infrastructure inadequacies, regulatory procedures and difficulties

for MSMEs to access technology and access to skills.

While India stands to benefit from an immense demographic dividend, with the largest youth

population in the world (around 66 per cent of the total population is under the age of 35), it has an

overall employment rate of 4.7%1 (under usual principal status approach) and an overall labour force

participation rate at 50.9%. For the country to gain from this demographic dividend, skilling and up-

skilling of its youth is a key priority for the Government of India.

Against this backdrop, the TCSP, a National Program which is aimed to develop the technological and

skill base of MSMEs in selected manufacturing industries, via upgraded and expanded specialized

Technology Centres (currently called Tool Rooms and Technology Development Centres) through public funding. The Technology Centres will support industry clusters across manufacturing value

chains, both upstream (tooling industry)and downstream (key industries exposed to global

competitions close to technology frontier, such as automotive and electronics, as well as industries

evolving through indigenous innovations, such as Fragrance and Flavour).

1 According to the Report on Third Annual Employment & Unemployment Survey (2012 – 2013) of the

Ministry of Labor, Government of India

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1.2 Institutional context

The MSME Ministry, through the Office of the Development Commissioner, currently operates

eighteen Technology Centres (thereafter referred to as TCs): ten for the tooling industry including

automotive industry and general manufacturing and eight for sectors such as ESDM (electronics

system design and manufacturing), glass, footwear as well as the fragrance and flavour industries. Half of these eighteen TCs are in Low Income States (Uttar Pradesh, Odisha, Jharkhand, Assam and

Uttarakhand). These Technology Centres (TCs) provide an integrated suite of services to MSMEs on

a fee basis, ranging from technical and management advisory to technical training of workers and skill development programs for the youth. The list of the existing 18 TCs is provided below:

Existing Technology Centres of the Office of the Development Commissioner, MoMSME

1. Central Tool Room & Training Centre (CTTC), Bhubaneswar (Odisha)

2. Indo Danish Tool Room (IDTR), Jamshedpur (Jharkhand)

3. Central Tool Room & Training Centre (CTTC), Kolkata (West Bengal)

4. Tool Room & Training Centre (TRTC), Guwahati (Assam)

5. Indo German Tool Room (IGTR), Aurangabad (Maharashtra)

6. Indo German Tool Room (IGTR), Indore (Madhya Pradesh)

7. Indo German Tool Room (IGTR), Ahmedabad (Gujarat)

8. Central Tool Room (CTR), Ludhiana (Punjab)

9. Central Institute of Hand Tools (CIHT), Jalandhar (Punjab)

10. Central Institute of Tool Design (CITD), Hyderabad, (Andhra Pradesh)

11. Institute for Design of Electrical Measuring Instruments (IDEMI), Mumbai, (Maharashtra)

12. Electronics Service & Training Centre (ESTC), Ramnagar (Uttarakhand)

13. Process and Product Development Centre (PPDC), Agra (Uttar Pradesh)

14. Process cum Product Development Centre (PPDC), Meerut (Uttar Pradesh)

15. Central Footwear Training Institute (CFTI), Agra (Uttar Pradesh)

16. Central Footwear Training Institute (CFTI), Chennai (Tamil Nadu)

17. Fragrance & Flavour Development Centre (FFDC), Kannauj (Uttar Pradesh)

18. Centre for Development of Glass Industries (CDGI), Firozabad (Uttar Pradesh)

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2 About the Technology Centre Systems Program (TCSP)

The proposed Program is about upgrading and expanding the network of Technology Centres which

have as their mission to improve the competitiveness of MSMEs in key manufacturing industries

across India– with a special emphasis on Low Income States. The Program will increase the capacity

and incentives of TCs to support private sector actors (as opposed to competing with them) and will consult regularly with the private sector to ensure it is not being crowded-out.

Technology Centres provide an integrated suite of services to MSMEs on a fee basis, ranging from technical and management advisory to technical training of workers. The Proposed Program will

reinforce the technical capability of the Technology Centres as well as their governance, by further

increasing the participation of the private sector in key decisions at both the national and local levels. In particular:

a. The proposed Program seeks to establish 15 new TCs and upgrade technology capabilities of

existing TCs and develop linkages with Indian and international research institutes, leading

manufacturers. The Program will connect leading practices that will contribute to innovation

advanced technology, knowledge and innovation that can be transferred to MSMEs served by

each TC, thereby creating an ecosystem that fosters manufacturing competitiveness through a

national system of technology centres across the country.

b. Second and building on the main strength of the current TCs, the proposed Program will

complement and reinforce hundreds of public and private providers of vocational training

(e.g. the ITIs, the Polytechnics and the ATIs), helping them to improve their curricula and

training their trainers by placing more emphasis on learning and problem solving skills, and

being more practical and adapted to local conditions and needs. To that end the proposed

program will develop linkages between the TCs and the Training Institutes being set up by

other ministries (e.g. Ministry of Labour). The development of such synergies and linkages

will also be supported by existing World Bank programs aimed at improving vocational

training in India.

c. Third, the proposed Program will leverage and complement other programs supporting

MSMEs and manufacturing clusters being implemented by various organizations in public

and private sector.

The program will be partly financed through an IBRD Loan and State Governments will contribute

land for setting up new TCs. The proposed program will include the following three components:

Component 1: Technical assistance to the existing and new Technology Centres

The TCs and their private sector clients will benefit, for the duration of the Program, from the

technical assistance of world class firms that will be appointed through an international competitive

bidding process, and will provide superior technology related inputs with respect to the technological

and business needs. These two streams of technical assistance will run in parallel and inform each

other under the guidance of Industry Specific Joint Working Groups comprising the main industry

leaders and representatives.

Technology Partners (TPs) for each System (or sub-system) of TCs will specialize in specific

industries/technologies. The TPs will help the TCs achieve the capacity to support MSMEs

with respect to: (i) being exposed to the potential impact of new technologies; (ii) learning

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how to use new technologies/equipment; (iii) providing access to cutting-edge equipment; (iv)

developing and testing new products; and (v) patenting.

Cluster Network Managers (CNMs) for each System (or sub-System) of TCs specialized in

specific industries/clusters. The CNMs will help strengthen the TC capacity to provide

advisory/training services in managerial skills in partnership with other institutions and

service providers. CNM will also strengthen networks to improve access to markets and

strengthen access to business development services and financial services. Overtime CNM

will contribute to maturing cluster collaboration to identify and improve other systemic issues

IT Platform (ITP) Service Provider. The Program will support a IT platform, including a

National Portal (NP) for MSMEs, through which users will be able to access (virtually) most

of the technical information and training services provided by the TCs, as well as many other

services. This platform will extend the reach of the Program to its remote beneficiaries well

beyond the TCs‟ physical location through e-learning, B2B and B2G product and service

ecommerce, job portal, assistance for financial management, IT Application services etc.

Component 2: Investments to develop new and upgrade existing Technology Centres

The Program will finance the development of 15 new TCs and upgrade the 18 existing TCs under the supervision of the O/o DC MSME. These investments will be made based on the recommendations of

the TPs and CNMs discussed under Component 1 above, as well as by the Implementation Partner

that has been competitively hired (see Component 3 below). The development of new TCs will be phased over time. The construction should start in the second year and be completed by the fourth

year of program implementation.

Buildings/ other infrastructure: The physical facilities of the TCs will be upgraded and developed with the following objectives in mind:

World-class with respect to facilitating the provision of their services

Eco-friendly, to minimize their environmental impact

Economic, to reduce costs

Flexible with respect to usage and expansion/contraction

Equipment/Software: The equipment required to upgrade the existing TCs and develop the new ones will be purchased following the advice of the Technical Partners (TP) and Cluster Managers (CM).

Operating costs of new Technology Centres: The Government of India (including through TCs and

the MoMSME) will finance 100% of the operating costs of the new Technology Centres, making them operational within four years of their launch.

Component 3: Technical assistance to the MSME Ministry for Program implementation and

Monitoring and Evaluation

Implementation Partner: The Program will be implemented with the support of an Implementation Partner, already engaged through an international competitive bidding process.

Small, dedicated program management team: This team will act as the interface between the

Implementation Partner and the Program Coordinator of the Office of DC, MSME.

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Other technical assistance to the Office of DC, MSME and the MSME Ministry: This will include

support to carry out in-depth impact evaluation studies and to implement the environmental and social activities as per the Environmental and Social Management Frameworks, capacity building, and

communication strategy developed during the preparation of the Program.

The governance structure for the program is illustrated in Figure 1. Three tiers serve the different roles

of: Strategic inputs, Implementation and Execution.

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Figure : Technology Centre Systems Program: Governance Framework

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The program hypothesis is illustrated by interdependent result areas in the figure below:

Figure : TCSP results framework: Input, activities, output and impact

TCSP results framework: Input, activity, output, outcomes, impact

Manufacturing MSMEs:> Quality > Reliability=> Revenue> Productivity = > Profitability

Students & Workers:> No. employed> Wages

Manufacturing larger firms:=> Productivity

TCSPImprovement

initiatives

Improved competitiveness of the businessenvironment

Improved competitiveness

of sector/s &market efficacy

Value added by economic performance

Impact onsociety

IT Platform developed

Value chain linkages facilitated

TCs techn. serv. better aligned to mkt. demand

TCs training aligned to mkt. demand

> Access to technology

> Access to markets (for MSME)

> Access to skilled labour

> Quality of VC supply netwrk

> GGP (Region revenue)

> Employ-ment :Manu-facturing

Dev. demand driven skills

> TC sustainability

Skills instit:> Quality of training

Skills content developed

Trainers trained

> Employ-ment:multipliereffect

> Exports

Easier to succeed as manufacturer> Investment

=> New firms=> Growing firms

> Govt. tax revenue

> Citizens with higher house-hold income

> Govt. investm. in development

TCSP Governance

Prog Man.+ Facilitate Econ. Dev. Coop.

Mobilise stake-holder input, commitmentby part.plan.

World Bank Funding

Technology Partner hired

18 TCs Equip. Upgraded

15 New TCs built

Cluster Network Manager hired

Technology Strategy/ Roadmap endorsed

Govt. India Funding

IT Platform Service Provider

Needs / opportun. assessmntEndorsed

Region interests: economic, social & envrnmt

Sector/ cluster interests

TCSP PMU hired

Prog. Steer. Com.Estbl.

Govt. of India interests

Development work Expected results

WB result areas

Added result areas

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2.1 Program Partnership Structure

TCSP program has multiple players who need to work together to achieve the objective to enhance

the productivity of MSMEs by improving their access to technology and business advisory services as well as skilled workers through systems of financially sustainable Technology Centres (TCs). The key

players who will participate in the program include:

1. MSME

MSMEs are at the prime

beneficiaries of the program and the overall objective of the

program is to provide them with

enhanced technology, business

advisory services and access to skilled workforce

2. Office of Development Commissioner, Ministry of MSME

( DC-MoMSME)

Overall owner of the program and the program will be designed,

developed, executed, reviewed,

operationalized, and sustained

under their guidance

3. Technology Centres (TC)

Up gradation of existing 18TCs and establishment of 15 new TCs

to support industry clusters across

manufacturing value chains, both upstream (tooling industry)and downstream (key industries exposed to global competition close to technology frontier, such as automotive electronics, as

well as industries evolving through indigenous innovations, such as Fragrances and Flavours,

footwear, glassware etc.).

4. Implementation Partner (IP)

Assist the O/o DC MSME in designing and program managing the implementation of this

program. This will include support in procurement; financial management; environment, social, health and safety safeguards, deployment of subject matter expertise and overall

program management for TCSP program.

5. Technology Partner (TP) Enhance the technology state of the TCs, assist in their capacity building with respect to the

identified technologies and clusters and provide greater support to the services being offered

to the MSMEs by the TCs. These services include being exposed to the potential impact of new technologies, learning how to use new technologies/equipment, providing access to

cutting-edge equipment, developing and testing new products and patenting and deploying

efficient techniques and practices that improve the competitiveness of the MSMEs being served

6. Cluster Network Manager (CNM)

Enhance economic development cooperation of key stakeholders to improve cluster competitiveness. This includes strengthening the market linkages of the TCs with the MSME

Figure : TCSP Program Ecosystem

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cluster it serves, trade and industry associations, the academia, educational institutions,

business development service providers, other government support institutions, workers and skill seekers

7. Information Technology Platform (ITP)

IT platform, including a National portal for MSMEs, on which users will be able to access (virtually) most of the technical information and training services provided by the TCs as well

as many other services. This platform will considerably extend the reach of the Program to its

remote beneficiaries well beyond the TCs physical location through e-learning, B2B ecommerce, assistance for financial management, IT Application services etc.

2.2 TCSP Deliverables

. The deliverables of the TCSP program have been grouped into three business domains i) Access to

Technology, ii) Access to Business Advisory, and iii) Access to Skilled Workers. The following section details each of these deliverables and the role and responsibility of each of the stakeholders in

the delivery.

1. Access to Technology

The TCSP programs aims at delivering support for production, testing and calibration and research and development for MSMEs by providing them access to cutting edge and leading technology.

o Production Support: Enhance MSME‟s production capability through incorporating technical

support through common shared facilities, process improvement and other design/prototype

support. o Testing and Calibration: access to shared facility for testing, and support to calibration of

tools and testing equipment.

o Research and Development: support MSMEs in-house as well as industry sponsored and government sponsored R&D projects.

Role of TCs (High Impact)

o Provide assistance to MSMEs in tool design and development and help in developing actual

sample and prototypes

o Provide utilization of facility for testing and support for calibration of tools and testing equipment

o Actively engage MSMEs involved in research and development and support them in

executing in-house as well as industry sponsored and government sponsored R&D projects

Role of TP (High Impact) o Identification and selection of existing and expected future technologies for implementation

in TCs

o Advisory on software, hardware and equipment required to upgrade existing TCs or establish new TCs

o Provide subject matter experts in key technologies or functions to build capacity of TCs and

MSMEs being served in the automotive sector

Role of CNM (Medium Impact)

o Identify opportunities for TCs amongst MSMEs for support in production and testing and calibration

o Establish links between the TCs, academia and industry to foster research and development

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Role of ITP (Medium Impact)

Facilitate peer to peer learning between TCs and MSMEs

2. Access to Business Advisory

The TCSP programs aims at enhancing the consultancy, incubation and cluster advisory services

provided by the TCs to the MSMEs o Consultancy: Help enhance operational quality, access to market, organizational and

managerial effectiveness by providing advisory in quality assurance, sales and marketing,

organization design, human resource management, management system improvements o Incubation: Support for creation of new enterprises through business incubation.

o Cluster Advisory: Creation and facilitation of cluster linkages and access to other schemes

and support services (e.g. access to finance).

Role of TCs (Medium Impact)

o Provide access to facility for trial and development of new ideas

Role of TP (High - Medium Impact)

o Provide technical advisory to key ecosystem stakeholders (e.g., industrial clusters or leading

manufacturing firms/OEMs with large networks of MSME suppliers).

Role of CNM (High Impact)

o Assist leading customers-supplier development effort for hi-quality global supply chain o Undertake need assessment of the MSME‟s managerial capacity

o Screening of ideas from the cluster for incubation and management of the development stage

o Creation, facilitation and engagement cluster linkages and platform for ecosystem participation for joint action (e.g. Policy, infrastructure, access to finance etc.)

Role of ITP (High-Medium Impact)

o Provide a B2B product and service marketplace for marketing, online sales, financial transactions, e-fulfilment and request for support services

o Act as a link between service providers to MSMEs for ERP - SaaS, PaaS

3. Access to Skilled Workers

The TCSP programs aims at enhancing the training capabilities of the TCs by o Students training: Increasing the number of short term and long term skills training courses

o Training development: Development of new curricula/courses and training for trainers.

o MSME workforce training: Increasing the number of technical and managerial/behavioural

skills training for workers, managers and entrepreneurs.

Role of TCs (High Impact)

o Provide faculty and facilities for training of students and MSME workforce o Provide structure and certifications for the courses conducted

Role of TP (High Impact) o Develop strategy and roadmap to the address skills gaps

o Facilitate exposure of Indian MSMEs to global practices and industry standards

o Development of new training programs including curricula, lesson plans, instructor manual,

certification system, pilot training modules etc. o Undertake capacity building exercises for the trainers through training, faculty exchange

programs etc.

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Role of CNM (High Impact)

o Undertake Need assessment of Vocational Training Institutes/ ITIs/ Polytechnics concentrate

on development of skills of the workers and students

o Facilitate closer cooperation amongst skills development and labour market stakeholders to increase the number of workers/ trainees from TCs finding long term employment to improve

their livelihood

Role of ITP (Medium Impact)

o Provide a e-learning platform with online courses and training, online knowledge base and

scheduling and enrolment for training programs of the TCs o Provide a job portal for connecting trainees passing out from TCs, other blue collar job

seekers to MSMEs

Following is a diagram summarizing the deliverables of TCSP and the roles and responsibilities of the

various stakeholders.

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Figure : TCSP Partnership Structure

TC TP CNM ITP IP

Process Improvement

New Product Development

Mechanical, electr ical, electr ic, & chemical

test ing

Support calibration of tools and

measurement apparatus

In-house proposals

Industry-sponsored

Government or other state agency

sponsored

Quality: Compliance (e.g. ISO),

Maintenance, Improvement,& Cert if icationL

Sales & Marketing Support ( incl. export

focus)H (same as above)

Org. Design to improve the Operational

Mgmt.L

Human Resource Management

Management System Improvements ( e.g.

ERP)

Incubation Idea incubationM ( Access to facility for tr ial

and development of the Idea)L

H (Screening of the from the

cluster for the incubation and

management of the development

stage )

L

Cluster

Advisory

Platform for ecosystem part icipants for

joint action (e.g. Policy, infrastructure,

etc.)

L LH (Creation, facilitat ion and period

engagement )

M (Maintain vibrant online

Community )

Course / Curricula Development

Trainer’s Training

Workers

Mid-Level Managers

Senior Managers

Entrepreneurs

Short Term

Long Term

TCSP Deliverables

Acce

ss t

o T

ech

no

log

y

Production

Support

M ( Tool Design and

Development, Actual sample

and prototype development)

Procurement

Financial management

Program management

Testing &

CalibrationH ( Utilizat ion of the facility )

R&DH ( Active engagement and

execution)

Acce

ss t

o B

usin

ess A

dvis

ory

Consultancy L

H (Assist Leading Customers supplier development effort for Hi-

Quality global supply chain)

H ( B2B, B2G platform)

L (Introduction Link between

service providers to MSMEs

for ERP - SaaS, PaaS)

Acce

ss t

o s

kil

led

Wo

rkfo

rce

H ( Facility / Trainers/

Structure/ Cert if ication)

H (Global demand analysis,

Skills gap assessments,

Strategy/ Roadmap )

MSME Work

Force

Training H ( Facility / Trainers/

Structure/ Cert if ication)

H ( Standardization &

Cert if ication schemes )

H (eLearning Modules,

Maintenance of Learning

Community, Online Job

Portal)

Student’s

Training

M (Peer to peer learning

between TCs and MSMEs )

H (Selection of New

Technologies)

M

(Opportunity Identif ication)

L

H (Need assessment of the -

Vocational Training Institutes/

ITIs/ Polytechnics )

L

M (Academia- Industry-

TC link )

H (Placements )

LH (Need assessment of the MSME’s

managerial capacity )

Training

Program

Development

H (Need assessment of the MSMEs

for Technology / Management)

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3 About National Portal / IT Platform

The Program will support a cloud based IT platform, including a National portal for MSMEs, on

which users will be able to access (virtually) most of the technical information and training services

provided by the TCs as well as many other services. This platform will considerably extend the reach of the Program to its remote beneficiaries well beyond the TCs physical location through e-learning,

B2B ecommerce, IT Application services, and scope of adding virtualization/simulation in future.

Users in remote locations could benefit from 3 channels; web access to digital content from the portal, or e-learning private providers operating locally willing to offer these services or TC affiliates in some

local areas offering limited e-services enabled by the ITP.

The National Portal (NP) will enable an online system of information exchange, communication and transactions between GoI and MSMEs 24x7 as well as peer to peer learning between TC and clusters,

not constrained by time and distance. The NP will also provide ready access to useful productivity

tools for MSMEs such as, enterprise resource planning modules (ERP) for accounting, billing, sales (e-Commerce), human resource and inventory management via third party service providers on

payment basis.

4 National Portal Vision and Strategic Objectives

The National Portal shall be a key component of the TCSP program and in realizing its vision. Vision

of the National Portal is:

“To create a vibrant, interactive, self-sustainable technology platform for the needs of stakeholders

of MSME for collaboration, information dissemination and transactions”

The vision is essentially translated into four key objectives:

1 To provide an online system for information of MSMEs

- Information sharing by Government to target beneficiaries - schemes and support programs,

industry profiles, markets, competitors, technologies,

suppliers, customers, regulatory bodies - Registration of entities/ schemes / entrepreneurial

memoranda

2 To provide an online system for communication to MSMEs

- Online application submission and tracking of several schemes and support programs provided by

government

- C2G or B2G services including collection of feedback and policy inputs from enterprises etc.

3 To provide an online system for

transaction with MSMEs

- E- learning, education, training & certification

- Employment related transactions

- E-commerce platform for MSMEs

4 To provide an online IT platform

which can be hosted on cloudfor

Technology Centers and MSMEs

- MIS and performance monitoring of Technology

Centers

- ERP, HRM, and other productivity tools via third

party on payment basis - Online Collaboration between DC-MSME and

Technology Centers

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5 Key Service Delivery components of National Portal

The National Portal shall comprise of following core service modules catering to respective user groups as presented in the illustration below:

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The national Portal shall engage a wide variety of stakeholders across various services.

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The table below lists the various services that the portal will offer:

S.No. Service category Service Sub-

Category

Services

1 B2B Marketplace Product Market

Place

Directory services – business & cluster listing, product listing, Buyer listing, Partners &

distributors

2 Microsites and graphic designs of product catalogue

3 Product pages

4 Discovery & search for potential buyers & suppliers

5 Trade enquiry between buyer & supplier (information exchange)

6 Posting Trade leads

7 Tender listing

8 Ratings & reviews (voice of customer & partners)

9 Online events

10 Webinars

11 Listing of national / international trade fairs

12 E-mail marketing

13 Advertisement on National Portal

14 Service market

Place

Directory services – business & cluster listing, service listing

15 Discovery & search for potential customers

16 Trade enquiry between buyer & supplier (information exchange)

17 Posting service requirements

18 Ratings & reviews (voice of customer & partners)

19 Advertisement on National Portal

20 Sales and

Transaction

Negotiation between buyer & supplier

21 Organization credit check

22 Order placement (Buy & sell products)

23 Buyer & seller aggregation – Aggregation of orders across divisions of a company

24 Match shortages & surpluses – Matching of available capacity across suppliers & unmet

demand

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Category

Services

25 Online Payment and Transaction

26 Payment using Escrow services

27 Payment using a credit line

28 Inspection Services Listing of third party inspection agencies for engagement by buyers

29 Request for services by inspection agency

30 Negotiation between buyer & inspection agency


32 Manufacturing

Support

Online technical advisory services

33 Order placement for technical advisory, feasibility study

34 Payment & transaction for services

35 Collaboration with suppliers / customers using web to optimize inventory & lead-times

36 E-Fulfilment Listing of third party e-fulfilment service providers

37 Information exchange for pick-up from seller & delivery to buyer

38 Order consolidation and collaboration for optimized delivery

39 Order tracking until delivery

40 Collaboration with suppliers / customers using web to optimize inventory & lead-times

41 Online Learning Knowledge services Repository of reports, publications and databases in diverse areas to assist MSMEs

42 Download / purchase reports

43 Education and

Training

Listing of training courses & curriculum

44 Scheduling courses

45 Enrolment for trainings

46 Payment of course fee

47 Training feedback

48 Online Certification Repository [Searchable Talent Pool]

49 e-Learning (Online Courses, Exams)

50 Listing of 3rd party training institutes and individual trainers/certified trainers

51 Trade Analytics Analytics services for buyers & sellers (SME performance, trade leads, tenders etc.)

52 Download / purchase reports

53 E-Recruitment E-recruitment Posting of Resumes

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Category

Services

54 Posting of jobs

55 Apply for Job

56 Response Management

57 Job search (by company, category, location, skills, designation)

58 Recruiter Repository

59 Job Advertisements

60 Job Alerts/ Mass Campaigns

61 Resume Spotlight (Featured, Higher ranking in Search, Free Search)

62 Custom Job search and recommendations by experts

63 Resume Writing

64 Online Certification

65 Background Search

66 Regulatory

Compliance

Support

Knowledge Repository of regulatory compliances , to-dos with links to websites for all

central, state and local government regulatory compliance agencies

67 Chartered

Accountancy

Services

Listing of services of CA

68 Empanelment of CAs with standard rate cards

69 Discovery & search for service seeker & CA

70 Request for quote


72 Company Secretary

Services

Standardization of rates for services of company secretary

73 Service request by MSMEs for company secretary on a shared basis


75 Information exchange for optimization of services

76 Tracking progress until closure

77 Financial

Assistance

Funding support List various schemes, grants & incentives (DC-MSME & special schemes & schemes of

NSIC, SIDBI)

78 Requisition for availing schemes

79 Processing & approval on grant of funds

80 Post of funding requirements by MSMEs : along with business plan, credit rating etc.

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Category

Services

81 Credit rating information services (through a third party credit reporting agency)

82 Enable MSMEs to submit issues/ problems with obtaining credit online

83 List funding/Financing Offers from financial institutions (public or private) for MSME

sector

84 Discovery & search for fund seekers (MSME) & FI or private investors

85 Insurance Support Empanelment of insurance service providers for MSMEs for

-General Insurance

-Commercial insurance

-Industrial Insurance

-Liability Insurance etc.

86 Listing of products and services, prices at empaneled rates

87 Discovery & search for insurance buyers (MSME) & insurance providers


89 Financial Products

for MSME

Employees

Empaneled banks with negotiated standard rates for MSMEs

-Low balance salary accounts

-Corporate cards

-Internet banking

-Employee Health Insurance

90 Listing of products and services, prices at empaneled rates

91 Discovery & search for MSME & service provider


93 e-Governance Internal office

Automation for

Technology Centres

Central repository for institutes, departments and research ; listing of certification agencies

94 Collaboration / communication with customers or research organizations/ institutes

95 Interface with customer systems for better planning and inventory management

96 ERP for production/ order processing, finance & accounts and procurement

97 Monitoring and

Evaluation for

TCSP

Financial Progress of the TCSP Programme

98 Report on performance against timelines and KPIs

99 Online and real time reporting of timelines and KPIs

100 Alert system on non-compliance of timelines and KPIs

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6 Role of National Portal – Managed service provider (NP-MSP)

Ministry of MSME (referred to as “the Ministry” hereafter) shall engage National Portal –

Managed Service Provider (NP-MSP), a professional IT and business services agency to

design, develop, set up, operate and maintain the proposed integrated National Portal.

The NP-MSP shall be responsible for the availability of the National Portal and for

provisioning of various services across service modules. NP-MSP shall adopt the following

principles for Portal service delivery

6.1 Service Delivery Principles

1. The National Portal shall foster to leverage existing investments of the Ministry and

TCs and also leverage the capabilities existing in the market for delivery of various

services rather than „re-inventing the wheel‟. It also means the service providers with

established presence in the market could get associated with the National Portal for

delivery of the services to MSME ecosystem.

2. Delivery of services from the portal shall be enabled by best-of-breed

technology/products leveraging not the just robust and scalable technology but also

fostering use of mature and proven leading business practices

3. National Portal shall not be confined to provisioning of IT Platform and provisioning

of IT infrastructure capacity but shall also be promotedfor its active adoption and

engage with the stakeholders across the user ecosystem for consumption of services

and promoting collaboration, information dissemination and transactions

4. The variety of services envisaged to be offered from the portal will necessitate

partnering with business service providers with established capability to deliver the

services

6.2 NP-MSP Business Model

NP-MSP shall have end-to-end responsibility for the services provided through the National

Portal and be accountable for not just delivery and consumption of services but to also

generate demand for the services by positioning itself as the most preferred service provider.

For example, for the B2B marketplace, NP-MSP shall not just offer the B2B platform for list

of buyers and sellers, the list of product catalogs but also offer services that actually enable

trade on the platform covering the entire chain of requirements – payment and billing,

allowing logistic service providers/Distributors in order fulfillment for trade executed on the

platform, allowing third party inspection/quality assurance agencies to undertake necessary

due diligence on behalf of buyers, enabling credit services and other such thus covering the

entire spectrum of trade.

It is therefore envisaged that NP-MSP shall be a consortium of service providers led by IT

System Integrator agency as the prime consortium member and with professional agencies as

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its partners/consortium members catering to delivery of the various key services. The NP-

MSP can allow consortium of up to 5 agencies covering following roles:

1. IT System Integrator – Responsible for delivery and maintenance of entire technology

solution, infrastructure and services required for the functioning for the National

Portal

2. Vocational Training Service Provider – shall be responsible for delivery of e-learning/

Training services of TCs and shall leverage the technology platform effectively while

also being responsible for relevant training content development, Training program

design and delivery, Participant assessments, Marketing and Promotions in

association with TCs, TP, CNMs and the Ministry

3. Employment Services Agency –Shall be responsible for delivery employments

services through the National Portal trained candidates and the prospective employers

across various sectors/clusters of MSME

4. Software as a Service providers – System Integrators shall engage Software OEMS

like ERP and CRM solution providers, Production Technology Simulation solution

providers to enable deployment of such solution on cloud and promote its adoption

across MSME

5. eCommerce Partner–Shall be responsible for extending their existing their

eCommerce platforms and business processes as part of the National Portal B2B

services for rapid rollout of these services to MSME ecosystem and in contribution of

setting up of indigenous eCommerce platform for the Ministry within a defined time

frame

In the above arrangement, the Ministry shall retain strategic control of the Solution and

services. The National Portal and its services shall be governed by the policies and service

levels defined by the Ministry and NP-MSP shall be responsible for adherence to these

policies and services levels. Further, NP-MSP shall seekapprovals/sanctions from the

Ministry for Portal implementation and its ongoing business operations.

NP-MSP contract shall be a Build, Operate and Transfer based contract for the period of five

years on that includes a period of phased implementation of various Portal modules followed

by its operation and maintenance. The intellectual property associated with the ITP will be

vested with the Government of India, barring the IP of the commercial application adopted as

part of the solution. For such applications, the government retains the perpetual rights of

usage.

NP-MSP shall be paid for the initial setup costs as per the payment timelines defined in

contract and subsequently shall be allowed to accrue revenue from monetization of services

(“pay per use”) delivered through the portal in the form of service fees, subscription charges,

advertising charges and charge-back based on the category of services rendered. The

proposed payment model factors following types. These shall be governed by policies and

process of rates review and rationalization by the Ministry in consultation with the NP-MSP

and end users.

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6.3 Implementationmodel

The institutional framework for IT platform shall describe the structure within which the

entire system shall function. NP-MSP contract shall be a Build, Operate and Transfer (B-O-

T) based contract for the period of five years on that includes a period of phased

implementation of various Portal modules followed by its operation and maintenance. In such

arrangement, NP-MSP shall undertake the investment; operate it for five years after which

ownership shall revert back to the Government (MoMSME).

NP-MSP shall raise financing from private financers e.g. banks or equity investors to develop

facilities needed to deliver required services from the portal. It shall then build, maintain and

operate the portal to meet DC-MSME‟s requirements. NP-MSP shall be paid for the initial

setup costs as per the payment timelines defined in contract and subsequently shall be

allowed to accrue revenue from monetization of services (“pay per use”) delivered through

the portal in the form of service fees, subscription charges, advertising charges and charge-

back based on the category of services rendered.

Roles & responsibilities

Private sector responsibilities

NP-MSP consortium Build

Design & development of IT platform including all required

functionalities/ modules identified in sections above; and,

Installation and commissioning of required hardware

ensuring that this is completed on time, to budget and to

specifications

Maintenance & operations

Ensuring all assets are kept in good condition and operating

to deliver services that meet SLAs.

Public sector responsibilities

• Fee for online courses / simulat ions

• Transact ion charge per online registrat ion

• Charge-back model –Technology cost apport ioned to Technology

centers (TCs) based on usage / other metrics

• Subscript ion based model

• Transact ion charge for key transact ions

• Subscript ion based model

• Transact ion charge for online transact ionsB2B market place

E-learning

E-recruitment

Internal office automation

• Pay-as-you-go –on-demand independent modelCloud IT

• Revenue from Banner or Email market ingAdvertising

Payment options by end usersS

erv

ice

cate

go

ries

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Office of DC-MSME Planning

Provide overall guidance and vision, approve project

activities and final deliverables

Monitor overall progress of the project

Managing demand

Ensuring that demand for services match planned levels, however, in

this case where DC-MSME is not the only user of the services provided, it is possible to require NP-MSP to bear part of

responsibility of meeting planned demand through efforts like

marketing etc.

Strategic control

Achieving strategic control of the portal, through a strong dedicated

team to drive policies, design a suitable solution architecture, supervise execution, frame contracts, evolve SLAs

Ownership of assets

MoMSME Policy decisions

Making policy decisions regarding need of services

Due to reasons like multiplicity of stakeholders in the MSME ecosystem, potential to expand

the services and revenue streams and requirement to pool knowledge from various sectors,

NP-MSP may be required to establish a Special Purpose Vehicle (SPV) in a joint ownership

model with equity participation from multiple private players who are part of consortium and

the public sector i.e. MoMSME. In addition to equity participation, MoMSME may also

provide capital grants or other financial incentives to this B - O -T project.

The SPV will have the exclusive role of managing the entire project strategically,

administratively, legally, technically & commercially and specific responsibilities shall

include:

1. Develop & operate “Blue collar job portal”

2. Develop & operate “B2B product & service market-place”

3. Develop e-content and deliver online learning courses

4. Offer services like funding platform, insurance regulatory compliance platform,

financial products, trade analytics and advertising

The SPV may decide to outsource/ procure any services to meet above mentioned

responsibilities. This will require the SPV to select the vendors and manage the contracts.

In regard to the legal form of this SPV, a Company registered under Section 25 of the

Companies Act, 1956 will not only ensure transparency through various corporate regulations

but also leave with the flexibility to increase or decrease level of participation from multiple

stakeholders (through shareholding) at any stage of the project. The primary characteristic for

this form a company is that the profits of the company cannot be distributed among the

shareholders and rather ploughed back in business.

Since, this is a relatively new concept and has not been tested extensively yet in Indian

conditions, hence for the initial phase of the project, the Government should control the entire

project. This would mean 100% shareholding in this SPV should be held by the Government.

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With a passage of time, depending upon various factors like private expertise requirement,

project expansion planning, Government shareholding could be diluted in favor of private

sector stakeholders. However, it is always recommended that to retain strategic control in the

SPV, the Government should at all time hold at least 26% shareholding, with voting rights, in

the company.

Organization structure

As in any project with large ambitions and multiple stakeholders, two kinds of oversight

mechanisms shall be necessary to achieve strong governance:

• Board of directors – responsible for areas of strategic and corporate governance

• Standing committees – to govern functional areas like project management, service

delivery and day-to-day issues

The office of DC-MSME shall be the nodal agency for project implementation. The SPV

however shall be set up under MoMSME.

The SPV‟s management should be independent and empowered to take quick and efficient

business decisions pertaining to procurement, rapid response to business exigencies, adopting

new technologies etc. Also independence of the management shall be linked to financial

independence of the SPV. Therefore, the SPV should be able to get funding independently

and have a self-sustaining financial model. The entity should also be empowered to commit

and sign appropriate SLAs with customers and vendors.

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7 Portal Solution Overview

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The National portal solution shall be an IT solution deployed in Ministry owned or NIC

datacenters (primary and DC sites). The National Portal shall offer multiple channels of

delivery. Based on the nature of services, the services such as B2B marketplace, Online

learning, e-Recruitment, e-Governance, Information dissemination, shall be delivered online

as the primary channel but shall be augmented further though channels like contact center,

local delivery centers operated by local entrepreneurs catering a limited geography and

through TCs across India.

The portal services and underlying infrastructure shall be governed by service levels to

ensure their 24x7 availability and adequate capacity to handle the service throughput.

The National Portal shall have wide application portfolio comprising of core service

application module which further use common application modules in a seam less manner.

The National Portal shall initially have a mix of proven commercial off-the-shelf software

(COTS) and bespoke application developed for the specific needs of the end users. However,

the NP-MSP is expected to substitute the COTS software (not system software) for key

applications with a well architected integrated solution for vendor independence and long

term sustainability required for this national infrastructure.

The national portal‟s application portfolio diagram given above presents a brief overview of

the functional modules that are envisaged to be part of the comprehensive solution. The

detailed description about each of the functional modules is elaborated below:

B2B Market Place Portal

Current State of

operations

Currently National Small Industries Corporation under the Ministry of MSME is

operating a B2B web portal, msmemart.com for B2B transactions of MSMEs.

Other private companies are also providing B2B transacting platforms such as –

Indiamart, Alibaba, etc.

Key Expectations

from future state

The implementation of the MSME B2B market place portal shall help in providing

the following six services to various stakeholders -

► Listings and catalogue services: The listings and catalogue services are

intended to promote the business reach of the MSMEs and create a platform

for selling their products. This service is intended to for creating a strong

supply chain network for the MSME businesses.

► Sales and Transaction services: These services are intended for business

transactions over the B2B portal. The subscribers of these services shall make

and receive payments for the products bought and sold over the portal.

► Inspection Services: These services shall facilitate services of third party

inspection agencies for ensuring the quality of the products sold and the

legitimacy of the sellers.

► Manufacturing Support: This service enables to optimize the manufacturing

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function of the suppliers using web to optimize the lead times for fulfilling

the orders placed by the customers.

► Logistics and E-fulfillment: These services shall enable the users to make use

of various listed third party logistics providers for transport of goods from the

sellers to the buyers.

► Insurance Services: This service shall provide the customers to insure the

products purchased on the portal and make the payments on the portal itself.

Listings and Catalogue Services

► The centralized online B2B portal shall allow an MSME to list their products,

services and catalogs, businesses and clusters.

► The listing and catalogue services shall also list the buyers, partners and

distributors.

► The service shall provide links to the microsite and graphic designs of

product catalogues of MSME subscribers along with detailed product pages.

► A comprehensive discovery and search service for potential buyers and

sellers shall be made available.

► Provisions for interactions and information exchange between the buyers and

sellers to discuss about the products‟ information shall be provided by the

service.

► The services shall also allow the users to post trade leads, tenders floated,

user reviews and ratings about various products offered

► Users shall also be given provisions to publish information about any online

events, webinars, and national/ international trade fairs.

► The listing and catalogue services shall allow the users to post online

advertisements and also enable email marketing

Sales and Transaction services

► The Sales and transaction service shall allow negotiation between the buyers

and suppliers.

► It shall also provide credible information about the different organizations‟

credit worthiness.

► This service shall enable the users of the portal to transact by buying/ selling

of various products and services.

► The sales and transaction services shall provide a company level aggregation

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of various orders (both on buyer and seller sides).

► Matching of available capacity across the suppliers and the unmet demand of

customers shall be done by the services.

► This service shall support the payment transactions online along with

payments using escrow services and payments using credit lines.

Inspection Services

► This service shall provide an option for the buyers to engage third party

inspection agencies for inspection of seller‟s products.

► This service shall give a provision for negotiation between the buyers and

inspection agencies and also provide a platform for online payment

transactions.

Manufacturing Support Services

► This service shall be informational and would provide technical advisory

about various products and services online.

► Users shall be allowed to order for technical advisory services and feasibility

study services from the listed service providers.

► These advisory services shall also help the customers and sellers in

optimizing the inventories and the manufacturing lead times of production

lines.

► This service would also have provisions for online payments and transcations

for the services.

Logistics and E-fulfillment Services

► This service shall provide the listing of third party e-fulfillment service

providers.

► It shall give provisions for the users to exchange information about the pick-

up from sellers and delivery to the buyers.

► These services shall perform orders‟ consolidation and collaboration for

optimized delivery of products.

► This service shall allow the customers and sellers to track the orders until

delivery by using unique tracking numbers or identifiers.

Insurance Services

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► This service shall provide the listing of third party insurance service providers

along with the products listing for engagement by buyers and sellers.

► These services shall allow provisions to request for services of insurance

providers by the users along with a provision for negotiation between the

customers and the insurance providers.

► The service shall also provide for the online payments and transactions for

availing the insurance services.

Constraints ► The users of this portal may also be using the services of different portals and

therefore the inventory optimization and supply/ demand matching may not

be very effective due to lack of information about their transactions on other

platforms.

► Integration of the product pages by various product/ service providers on the

portal may pose a challenge since they might be using different formats to

portray the product information.

► Provision for dispute arbitration would become a herculean task for the portal

administrators and might prove to be a huge lacuna in the system.

Interfacing

Modules

► User Subscription Management

► Technology centres

► Payment Transactions Management

► Third party management (Inspection/ Logistics/ Insurance)

► Content Management for Products, Sellers listing , etc.

► Financial Institutions interfaces

► Ministry of MSME databases

Module specific

Tasks to be

Performed by

CSI

Listing and Catalogue Services

► Design, development, maintenance and content management of the portal.

► CSI to design Graphical User Interfaces for user experience, online screen.

► Integration with other application modules and third party interfaces

(payment gateway etc).

► The CSI shall perform the content management of the Sponsor Ads to be

posted on the B2B market place portal, as per inputs from portal

administrators, for the duration of the contract period.

Sales and transaction services

► Design, development, maintenance and management of the sales and

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transaction services of the portal.

► Configuration of role based access and privileges for authorized users.

► Integration with external applications and third party interfaces (national ID

Database, blacklist database, payment gateways etc).

► End user application trainings and hand holding.

Inspection Services

► Design, development, maintenance and content management of the inspection

service providers.



Database, blacklist database etc).

► End user trainings and hand holding.

Manufacturing Support Services

► Design, development, maintenance and content management of the

manufacturing advisory service providers.





Logistics and e-fulfillment Services

► Design, development, maintenance and content management of the logistics

service providers.





Insurance Services

► Design, development, maintenance and content management of the insurance

service providers.



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Reference to

Detailed

Functional

Requirements

Online Learning Portal

Current State

of operations

► At present, there are no portals in existence which connect the MSME

industries with the knowledge/ research centres, however NSIC website

provides a page with the trainings listings and communication details of the

NSIC Technical Services Centres (NTSCs) across the country.

Key

Expectations

from future

state

► Adoption of an Online Learning System that integrates the knowledge

services and training avenues along with the MSME industry players.

► The knowledge services module shall be made as a repository of reports,

publications, information journals and databases in diverse areas to assist

MSMEs.

► The online learning portal shall give provisions for content downloads upon

purchase through online payment.

► The portal should enable the users to make it a platform for collaboration

through online discussions, blogs, content sharing, webinars, etc.

► The knowledge repository should also have a section to provide analytics

services for the MSME buyers and sellers about the trade leads, business

performance of SMEs, tender notifications, etc.

► The knowledge service module shall also provide the users with the credit

ratings information services through third party credit reporting agencies.

► The online learning portal should be offering training courses online and also

provide a listing of various third party training institutes and individual/

certified trainers facilitating different kinds of trainings.

► The e-learning module of the portal should be able to offer online

examinations and evaluation methods for the participants who subscribed to

the online course offerings.

► The portal shall have a provision for collecting feedback from the

participants about the training services offered. The feedback collection

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criteria should be customizable for the administrative users to be able to

collect trainings‟ specific and focused feedback.

► The online learning content should be delivered through payment of

appropriate course fees. The portal should have provisions for listing of

curriculums, scheduling of courses, enrolment for trainings, payment of

course fees, etc.

► The portal shall give access to a searchable talent pool by creating an online

certification repository to enable industry users to collaborate.

Constraints ► The online learning portal has to integrate the content provided by various

knowledge partners, academic institutions and technology centers. The

knowledge base content management and aggregation should be taken care

of by the online portal administrator who might not have extensive

understanding on a wide variety of knowledge areas.

► The content published on the portal has to be made secure so that it should

not become public/ freely available.

Interfacing

Modules

► FI Payment gateway

► Training/ Academic research management

► Content Management


► Academic Databases

► Advertising

Module specific

Tasks to be

Performed by

CSI

► Design & development of Online Learning application in line with the FRS

specified.

► Management of publications, research journals, reports and integration with

knowledge databases of knowledge partners to be done by the CSI.

► Interfaces from the portal with the payment gateways of the financial

institutions are to be provided for online payment transaction management.

► Continuous support and assistance to update the content that has to be

published on the online learning portal.

► CSI shall ensure successful settlement & reconciliation between Ministry of

MSMEs and training institutes/ academic trainers as per the defined process

by Ministry of MSMEs.

► The CSI should provide an analytics system to analyze the trainings feedback

from the participants to enable continuous improvement of the trainings

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offered on the portal.

Reference to

Detailed

Functional

Requirements

E-Recruitment Portal

Current State

of operations

► At present, there are portals operated by some recruitment companies which

cater to the entire industry landscape. Currently there are no portals which

cater to the specific employment requirements of the MSMEs.

Key

Expectations

from future

state

► The E-Recruitment portal shall provide a platform for the recruitment

requirements of PSUs, large scale manufacturing units, MSMEs, technology

centers etc. The portal shall provide the job listings to cater for the

requirements of the employers.

► The recruitment portal shall allow the institutional and individual job seekers

to post their resumes on the portal and apply for jobs listed.

► Job search capabilities shall be made available for the users on the basis of

various parameters such as – by company, category, locations, skills,

designation, emoluments, etc.

► The portal shall have a repository of the recruiters for the job seekers to

search for possible job opportunities.

► Resume writing services shall be offered to job seekers to help them in

making of their resume profiles.

► Job advertisements shall be put up on the portal as required by the recruiters

through appropriate payment for advertising space on the portal.

► Job alerts and mass recruitment campaigns through email shall be made

available to intimate the job seekers about the relevant job opportunities

available.

► Services such as resume search and background search shall be provided for

recruiters to help them in recruiting the right candidates. Resume search shall

have features like featured resumes, higher ranked resumes in search, etc.

► Custom job search and job recommendations by experts shall be made

available to the job seeking subscribers for more focused job search.

Constraints ► The e-recruitment portal will have to co-ordinate with various technical

educational/ academic institutions across the country for facilitating

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E-Recruitment Portal

placement services through their portal.

Interfacing

Modules


► Hiring and Third party verification management





► Advertising

Module specific

Tasks to be

Performed by

CSI

► Design & development of E-recruitment portal application in line with the

FRS specified.

► Management of huge databases for storing the resumes uploaded to the portal

to be done by the CSI.




published on the e-recruitment portal.


MSMEs and recruiters, academic institutes as per the defined process by

Ministry of MSMEs.

► The CSI should provide an analytics system to analyze the job requirements

in the market from time-to-time and to analyze the competency gaps that the

industry is facing. offered on the portal.

Reference to

Detailed

Functional

Requirements

E-Governance Portal

Current State

of operations

► At present, the NSIC portal provides information about the funding support

and schemes provided by the Government for the MSMEs. Currently the

internal office automation is not catered by a portal for the Ministry of

MSMEs.

Key

Expectations

from future

► The E-Governance portal shall provide information about the funding

support provided by the Government under various schemes.

► Listing of various schemes, grants and incentives shall be provided on the

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E-Governance Portal

state portal for the benefit of the MSMEs. The schemes listed shall include the

DC- MSME schemes, NSIC & SIDBI schemes, special schemes, etc.

► Provisions for requisitions and applications to the schemes shall be made

available on the portal. The eligible MSMEs shall be able to apply for the

schemes through the online portal.

► The processing and approval on grant of funds for the MSMEs shall be done

through dedicated workflows on the e-governance portal.

► The portal shall give provisions for transfer of funds to the scheme

beneficiaries after the application processing is done.

► A grievance redressal mechanism shall be provided on the portal for the

MSMEs to submit the issues and problems faced by them.

► The e-governance portal shall give provisions for tax filing and compliance

support for the finance and accounts department of the ministry of MSMEs.

► The portal shall have provisions for monitoring and evaluation of various

programmes and initiatives of the ministry of MSMEs.

► The monitoring and evaluation services of the portal shall encompass the

tracking of various things such as, financial progress of the programmes,

reports on performance of the programme, online & real-time reporting of

timelines, providing alerts on non-compliance of timelines, etc.

Constraints ► Strong organization change management has to be in place for the effective

usage of the e-governance portal.

► Extensive trainings and information sessions are to be provided to the

employees of the ministry of MSMEs for enabling them to make optimal use

of the e-governance portal.

Interfacing

Modules

► Internal Office Automation

► Ministry databases

Module specific

Tasks to be

Performed by

CSI

► Design & development of E-Governance application in line with the FRS

specified.

► Interfaces from the portal with the databases of the Ministry of MSMEs are

to be provided.

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E-Governance Portal

► Continuous support and assistance to update the content about the funding

and schemes that has to be published on the E-Governance portal.

► CSI shall ensure successful process automation in the Ministry of MSMEs

and trainings about the workflows and user privileges to be imparted to the

employees of the ministry.

Reference to

Detailed

Functional

Requirements

Information dissemination Portal

Current State

of operations

► At present, the information related to the funding schemes and programmes

is provided on the portals of the ministry of MSME, NSIC, KVIC, Coir board

and the office of DC (MSME). The applications to the schemes and

programmes are however instructed to be done offline since there is no

existing provision for online applications. Other information related to

marketing assistance, training calendars, awards, etc. is provided on the

NSIC, KVIC, DC MSME portals.

Key

Expectations

from future

state

► The information dissemination portal shall provide the MSME users with the

information regarding the Government funding schemes and programmes.

► The portal shall give provisions for the MSMEs to apply for the schemes and

programmes through the online portal.

► Information regarding the training calendars, marketing assistance provided,

awards, clusters development, legal framework, etc. shall be published on the

information portal.

► Online workflows for applying to avail the aforementioned schemes,

trainings, assistance shall be provided.

► Provisions for making the payments for online applications shall be given on

the portal.

Constraints ► The various schemes available under different organizations under the

Ministry of MSMEs should be integrated while publishing the details on the

portal.

► Thepayments received towards the applications‟ fees should be channelized

to the respective organizations and acknowledgements/ receipts for the same

should be retrieved in real time.

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Information dissemination Portal

Interfacing

Modules


► Information Management

► External organizations databases


► Ministry Databases

Module specific

Tasks to be

Performed by

CSI

► Design & development of information dissemination application in line with

the FRS specified.

► Management of information from various organizations under MoMSME and

linking with appropriate external databases to be done by the CSI.




provided on the information dissemination portal.

► Online workflow to seek user feedback and grievance reporting has to be

developed by the CSI.

► The CSI should provide an analytics system to analyze the customers‟

requirements to enable continuous improvement of the services offered on

the portal.

Reference to

Detailed

Functional

Requirements

User Subscription Management

Current State

of operations

► At present, the NSIC B2B portal – msmemart.com has user subscription

management. The subscriptions on the msmemart portal are limited to

business transactions in the online market place. The ministry of MSME

website currently does not have a user subscription based access system in

place.

Key

Expectations

from future

state

► To design a system that allows for maintaining a centralized repository of

User‟s details and transaction history of the user‟s interactions with regards

to the business transactions, knowledge access transactions, advertising

transactions, recruitment transactions, cloud IT service transactions, etc. and

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User Subscription Management

make the repository available to the ministry of MSMEs, technology centres

for data analysis and action.

► The module shall create a user master account, enable member search,

maintain member activity history & provide a unified view and account

update to both the User and the ministry of MSMEs.

► The module shall allow member enrolment and subsequent access to the

relevant information on the portal.

► The module to allow for updating of member details, record member

purchase related transactions for data analysis purposes.

► The BI tool to be able to mine the member data and analyze member

purchasing patterns and preferences

Constraints ► The user subscription module will have to integrate with all the application

portals.

► The user management has to integrate with other third party databases to

check for any user blacklisting.

► It also needs to check carefully for False positives and negatives during a

new user enrolment.

Interfacing

Modules



► B2B marketplace portal

► Online learning portal

► E-Recruitment portal


► CRM

Module specific

Tasks to be

Performed by

CSI

► CSI to design, develop and maintain the User Subscription Management

module which is as per the requirements mentioned in the FRS.

► It should integrate with all the required modules and allow necessary data

updating on periodic basis.

► Provide End User application level Training and handholding.

Reference to

Detailed

Functional

Requirements

Payment Transactions Management

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Current State

of operations

► Currently the payment transactions management on the NSICs

msmemart.com portal is done for collecting subscription fees from members

of the B2B portal.

Key

Expectations

from future

state

► The payment transaction management module shall be responsible for

enabling users to make payments for the respective services they wish to

avail on the portals.

► The payment transactions management module shall allow the B2B buyers

and sellers transact and make payments in a secure manner.

► Integration with the Financial institutions gateways shall be done with the

payment transactions management module.

► Transaction failure scenarios have to be recorded meticulously for initiating

the money refund routine for failed transactions.

► The member‟s user profile history shall be updated with the payment

transactions done by the member.

► Integration with the CRM shall be done to better understand the user‟s

purchase patterns and purchase needs.

► Settlement of the payments with the vendors and service providers (academic

trainers, insurance providers, logistics providers, sellers, QA inspection

providers, etc.) shall be done through the payment transactions management

module.

Constraints ► The online learning portal has to integrate the content provided by various

knowledge partners, academic institutions and technology centers. The

knowledge base content management and aggregation should be taken care

of by the online portal administrator who might not have extensive

understanding on a wide variety of knowledge areas.



Interfacing

Modules





► CRM

► Advertising

► Hiring and third party verification management

Module specific ► Design & development of Payment Transactions management module in line

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Tasks to be

Performed by

CSI

with the FRS specified.



► Interfaces with the user subscription and CRM modules for recording the

transaction history of the users.


MSMEs and transacting parties as per the defined process by Ministry of

MSMEs.

► The CSI should provide an analytics system to analyze the transactions done

by the members to understand the spending patterns of various MSMEs and

other companies.

Reference to

Detailed

Functional

Requirements

Training/ Academic Research Management

Current State

of operations

► Currently, the NSIC‟s portal is providing listings of various trainings that are

offered at different locations across India. These trainings listed on the portal

do not have provisions for applying online for registration. NSIC portal is

also offering some learning programmes online such as the Entrepreneurship

Orientation Programme.

Key

Expectations

from future

state

► The academic research and training management module shall offer various

listings of trainings and trainers on the online learning portal.

► The academic research management module shall interface with the

academic institutes databases for accessing the content shared for the usage

of the MSME portal subscribers.

► The management of online learning content, training programmes, the

participant evaluation and training feedback shall be done by the academic

research and training module.

► The details of the trainings availed and the learning content downloaded by a

subscriber shall be added in the learning history of the user profile.

► The details of the trainings imparted/ attended shall be made available to the

CRM for analyzing the training needs of the users.

► Discussion forums on various topics shall be made available for the users to

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collaborate and interact for knowledge transfer.

► The academic research and training management module shall provide access

to various reports, publications, credit information of companies, SME

performance, trade leads, etc. by interfacing with external party interfaces.

► The knowledge content published shall be made available for purchase by the

users through the payment transaction management module.

Constraints ► The academic research and training module‟s knowledge management

system has to integrate the content provided by various knowledge partners,

academic institutions and technology centers. The knowledge base content

management and aggregation should be taken care of by the online portal

administrator who might not have extensive understanding on a wide variety

of knowledge areas.



Interfacing

Modules


► Online learning portal




► Advertising

Module specific

Tasks to be

Performed by

CSI

► Design & development of academic research and training management

module in line with the FRS specified.








MSMEs and training institutes/ academic trainers as per the defined process

by Ministry of MSMEs.

► The CSI should provide an analytics system to analyze the trainings feedback

from the participants to enable continuous improvement of the trainings

offered on the portal.

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Reference to

Detailed

Functional

Requirements

Hiring and Third-party Verification Management

Current State

of operations

► Currently NSICs B2B web portal msmemart.com is offering third party

rating and verification services for the MSMEs. As on date, recruitment for

companies is done through recruitment portals run by private companies such

as Naukri, MonsterJobs, etc.

Key

Expectations

from future

state

► The hiring and third party verification management module shall maintain

the repository of the recruiters, job opportunities and the job seekers.

► The e-recruitment portal shall draw the requisite data of placement agencies,

job market analytics, etc. through the hiring management module.

► The hiring management module shall integrate with the placement databases

of academic institutions across the country to facilitate recruitments for the

companies.

► The third party verification management module shall fetch the data from the

verification agencies interfaces to help the recruiters and job seekers with the

information required.

► Automated email services for job-alerts and mass job campaigns shall be

provided by the hiring management module.

► Advertisements of job opportunities and various requirements are published

by interfacing with the advertising management module.

► The hiring and third party verification management module shall maintain

the job search / job posting history in the user profile of the subscribers.

Constraints ► The job seekers‟ information available on the portal has to be made secure.

Interfacing

Modules



► Academic Institute Placement Databases

► Advertising

Module specific

Tasks to be

Performed by

► Design & development of hiring and third party verification management

module in line with the FRS specified.

► Management of job seeker profiles, job opportunities‟ details, employer/

recruiter details, and verification information to be done by the CSI.

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Hiring and Third-party Verification Management

CSI ► Interfaces from the portal with the payment gateways of the financial



published on the e-recruitment portal.

► The CSI should provide an analytics system to analyze the job market

scenario from the recruitment related information to enable continuous

understanding of the demands of the job market in the country.

Reference to

Detailed

Functional

Requirements

Internal Office Automation

Current State

of operations

► At present, there is minimal internal office automation under the aegis of the

Ministry of MSMEs. The automation as on date is limited to activities such

as availability of applications for schemes, publication about registration

information for trainings, etc.

Key

Expectations

from future

state

► The internal office automation module shall interface with the e-governance

portal to enable the workforce of the ministry of MSMEs to track and

monitor various activities online.

► The e-governance portal shall be able to access the ERP and CRM systems

through the internal office automation module.

► The data exchange from the e-governance portal is stored in the ministry‟s

databases through the internal office automation module.

► The office automation module shall assign different users with different

activities and responsibilities in the business process workflows of the

ministry.

► The activities and responsibilities of the different user groups shall be

defined in the internal office automation module.

Constraints ► Effective organizational change management has to be initiated for efficient

performance of the internal office automation module within the ministry.

► Internal office automation might me met with employee resistance in the

ministry of MSMEs.

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Internal Office Automation

Interfacing

Modules

► Ministry of MSMEs databases

► ERP

► CRM

► E-governance portal

Module specific

Tasks to be

Performed by

CSI

► Design & development of internal office automation module in line with the

FRS specified.

► Design of various business process workflows to be done by the CSI.

► Training and handholding about the newly introduced systems such as CRM,

ERP, etc. to be taken up by the CSI.


published on the e-governance portal.

► The CSI should provide an analytics system to analyze the efficiency and

performance of the internal working of the Ministry of MSMEs.

Reference to

Detailed

Functional

Requirements

Content Management

Current State

of operations

► At present, the Ministry of MSMEs and NSIC portals might have a content

management system for publishing the relevant information on their

respective websites. No training related content and recruitment related

content are available currently on these portals.

Key

Expectations

from future

state

► Administrative Users should be able to update the content and front-ends

where necessary

► Integration with CRM should be provided

► Content creators should have easy access to the full range of features

provided by the CMS.

► A complete separation of content and presentation should be provided.

► Creation of metadata (creator, subject, keywords) should be provided.

► Non-technical authoring should be provided i.e. Content creators should not

be required to use HTML or other technical knowledge when creating pages.

► System should allow multi-user authoring.

► Strict version control is necessary for legal accountability, backup and

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Content Management

disaster recovery. A simple but powerful interface must be provided for these

features.

► The CMS should be able to provide various reports.

► The implemented CMS should be extensible to provide additional publishing

functionality.

► The pages must be viewable in all major web browsers.

► Users must be provided with consistent, comprehensive and usable

navigation aids.

Constraints ► The content management system has to be integrated with various modules

for updating the content in a timely manner. It has to be integrated with the

academic databases for updating the learning content from time to time.

Other published content on the portal should be updated for the B2B portal,

recruitment portal, etc.



Interfacing

Modules




► Hiring Management

► SAAS Management

► Advertising

Module specific

Tasks to be

Performed by

CSI

► Design & development of content management module in line with the FRS

specified.





► The CSI should provide an analytics system to analyze the data from the

users to enable continuous improvement of the content published on the

portal.

Reference to

Detailed

Functional

Requirements

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Advertising Management

Current State

of operations

► Currently the Ministry of MSMEs portal does not publish any advertising

content. Some advertisement banners are currently published on the NSIC‟s

B2B portal – msmemart.com.

Key

Expectations

from future

state

► The advertising management module shall allow publishing of

advertisements on the portals by the portal administrative users.

► The advertising management module shall display the ads to a member user

which are relevant for him/ her by integrating with the CRM.

► Clicking on the advertisement content shall not make the webpage move

away from the portal and shall open the link in a new browser window or tab.

► Interested advertisement sponsors shall be allowed to request for publishing

their advertisement online and make the payment online.

► The advertisement management module shall keep the count of the clicks

made by the users on the published ads for generating revenue by charging

the advertisement sponsor.

Constraints ► The advertisement management module has to be integrated with the CRM

module for dynamically publishing different ads for different users as per

their preferences and needs.

► The content published on the portal has to be verified such that the links for

the advertisements should not lead the member users to unsolicited websites.

Interfacing

Modules






► CRM

Module specific

Tasks to be

Performed by

CSI

► Design & development of advertising management module in line with the

FRS specified.




published on the portals.


MSMEs and advertisement sponsors as per the defined process by Ministry

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Advertising Management

of MSMEs.

► The CSI should provide an analytics system to analyze the user preferences

from the CRM to enable continuous improvement of the publishing relevant

ads on the portal.

Reference to

Detailed

Functional

Requirements

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The National Portal solution shall be governed by certain key architecture and technology

principles as listed below:

1. Portal shall have Service Orientated Architecture based architecture design

2. Interoperability: The design must allow for replacement of hardware components

with comparable hardware components from any vendor with minimal impact on the

remaining hardware components. It is expected that the proposed software solution

will be implemented on commodity hardware. This requirement for commodity

hardware extends to the data capture devices (fingerprint scanners, iris imagers, face

image cameras) as well.

3. Upgradeability: The proposed system is designed such that that they run on can be

upgraded on a regular basis without any impact to overall UID system or other

Biometrics Solution simultaneously in use.

4. User Friendly: The solution and the process will provide transparency, flexibility and

convenience to the resident and enrolment agencies with an easy to use and intuitive

user interface for data subjects, system attendants and system administrators.

5. Cloud enabled: Technologies that support deployment on a virtualized platform. The

solution should support:

a. The ability to deploy and run the application within a private cloud platform to

take advantage of next generation cloud features.

b. running services in virtualized environments

c. metering of CPU, network and storage utilization

d. throttling of CPU, network and storage utilization

e. multi client capable services

6. Open Standards Based: Technology choices should be based on open standards and

widely adopted frameworks as long as they meet the needs of the system. The

solution shall have:

a. technologies that are based on open standards

b. frameworks that are widely adopted

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8 Guiding principles for the MSME National Portal The IP shall be guided by the following principles in performance of its role with respect to

MSME National Portal implementation. These principles are outlined in brief below:

8.1 Architecture principles

(i) IT & Business Alignment: ICT provisions should be aligned with MSME strategy to

allow maximum benefit for MSME.

(ii) Layered Service Oriented Architecture (SoA): Layered SoA for Business Integration

a. Common Service-oriented run time environment for distributive integration

using enterprise-service bus

b. Layered integration architecture into multiple stacks of services (B2B market

place, Online Learning Portal, E-recruitment portal, E-Governance Portal etc.)

that can be delivered using enterprise-service bus

c. Follow the basic service oriented architectural principles for each layer such as

loosely coupled, re-usable and sharable, abstracted/opaque and secured

interface within services and with third party portals

(iii) Use service-oriented integration pattern for maximum re-usability, leverage existing

application and infrastructure (available with various market players such as B2B,

Online Learning, e-Recruitment etc.in similar field) and increase in interoperability

between disparate integration technologies

(iv) Multi-Channel Integration Services across various delivery channels with core service

application module via front-end and backend integration

(v) B2B Integration Service to ensure B2B transaction non-repudiation, B2B partner

Management and multiple protocol support for seamless integration

(vi) Performance of the portal should not be degraded as traffic, number of users, no of

content records increase or number of simultaneous users.

(vii) Portal must be cross-browser and cross platform accessible.

(viii) Portal should support various types of file formats such as .doc, .ppt, pdf, picture files,

webcasts, multimedia files, audio, video files, etc.

(ix) Portal should have a robust search mechanism supported through creation of

repository schema and taxonomy management for the portal content repository

(x) Compliance with GoI standards and guidelines for ICT application and infrastructure.

(xi) Information Asset, Sharing and Accessibility: Information on MSME National Portal

is an asset of MoMSME. Information sharing and accessibility should be enabled in

such a manner to allow service delivery across business functions, without

compromising the GoI information security policy and guidelines

(xii) Data Transparency: Any data that does not include personal information of sellers,

buyers, e-learning enrollees etc. must be available to public under RTI act

(xiii) Performance and Scalability: The system must be highly performance in order to

achieve the enrolment goals. It should be possible to scale quickly to meet the

enrolment needs.

(xiv) Reliability: The system must be reliable against hardware and software failures and

Disasters. Integrity of data and availability must be assured.

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(xv) Business Continuity: Uninterrupted operations in face of disasters

(xvi) Legal Compliance: Laws of the land and policies set by Ministry of MSME

8.2 Security Principles (i) The system must be trusted by all the users because of the purpose and sensitivity of

data.

(ii) The system must be secure at all user touch points by using suitable security protocols

and data protection methods

(iii) Multi layer security must be employed starting with networks, perimeter, DMZ, Data

Center, applications and databases.

(iv) Compartmentalization and Defense-in-Depth, MSME National Portal architecture

should embrace the concepts of compartmentalization and defense-in-depth as a

security policy

(v) All types of network attacks must be identified and counter measures must be put in

place.

(vi) A comprehensive threat model has to be created and security solutions implemented

accordingly.

(vii) The system must follow a role based access control at all levels.

(viii) The system must support extensive logging at all levels and associated tools for audit

and quick alerting in case of unforeseen malicious access.

8.3 Data Security Principles (i) Data on MSME National Portal must be secured and there shall be no direct access to

it other than through well designed services.

(ii) All the hardware assets must also be secured throughout their life cycle as they may

contain sensitive data.

(iii) Different parts of data might need different security classification

(iv) Data Trustees must ensure quality of data.

8.4 Application Security Principles (i) Apply defense in depth: The principle of defense-in-depth is that layered security

mechanisms increase security of the system as a whole. If an attack causes one

security mechanism to fail, other mechanisms may still provide the necessary security

to protect the system.

(ii) Use a positive security model: A "positive" security model (also known as "whitelist")

is one that defines what is allowed, and rejects everything else.

(iii) Fail securely: The security mechanism should be designed so that a failure will follow

the same execution path as disallowing the operation

(iv) Layered Security - information systems (including applications, computing platforms,

data and networks) should maintain a level of security that is commensurate with the

risk and magnitude of the harm that could result from the loss, misuse, disclosure or

modification of information.

(v) Security Plan - Information Systems security should be built into systems from their

inception rather than “bolted on” after system implementation.

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(vi) Security Control Modularity - Safeguards should be modular so that they may be

removed or changed as the system and enterprise risk profile changes

(vii) Run with least privilege

(viii) Avoid security by obscurity: The design or logic of the security control should be

based on open and known principles (e.g. PKI).

(ix) Keep security simple: Attack surface area and simplicity go hand in hand. Keep

architecture and implementation simple.

(x) Detect intrusions: The system should have the capability to log security-relevant

events, monitoring and reacting quickly to detect and counter it.

(xi) Don‟t trust infrastructure: Application security shall not depend on infrastructure

security. No assumptions should be made about secure infrastructure.

(xii) Don‟t trust services

(xiii) Establish secure defaults: by default, the experience should be secure, and it should be

up to the user to reduce their security – if they are allowed.

8.5 Management Principles (i) The management of system shall be SLA based.

(ii) System should have an Enterprise Management Solution that provides end-to-end,

comprehensive, modular and integrated management of IT infrastructure components

to maximize the availability of IT services and SLA performance. The components

are:

Network, Servers, Storage

Platform Software (OS & Middleware), Applications & Services

Databases

Management Applications & Services

Users and their transactions

BCP, Backup & Restore services

(iii) System Management shall follow all processes as per to ITIL standards. This includes

Asset Management, Vendor Management, Configuration Management, Incident

Management, Performance Management and Capacity Management.

(iv) System shall have a dedicated Network for operation and maintenance

(v) Management to have minimal overhead on the system

(vi) Management should be automated to the maximum possible extent.

(vii) Management system should be based on open standards

(viii) Extensive reporting to help management and administrators to take quick decisions

(ix) System should track all the assets in use or acquired for use in real time.

(x) Real-time status of the system should be available at all times.

(xi) System Management should intelligently perform root-cause analysis to rapidly bring

the system back to normal working conditions

(xii) The system should have integrated performance management capabilities

(xiii) The system should be upgradeable without affecting the affecting production

(xiv) It should be possible to dynamically manage the capacity of the system. This can

happen as per a planned large scale increase or elastically as the system needs change

in real time.

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(xv) It should be possible to proactively manage all the system hardware and software

components maintenance and licenses throughout their life cycle.

8.6 Technology Principles (i) The system should be built from best of breed components with no obsolescence and

with futuristic designs.

(ii) The technology adopted should be continuously refreshed to achieve significant

improvements in TCO.

(iii) The system shall use commodity hardware such as blade servers, SAN storage

modules, network components.

(iv) The specified components must be available from at least 2-3 sources.

(v) Data centre area and power requirements must be optimized with sufficient headroom

for growth.

(vi) All the system components must follow open standards.

(vii) Interoperability of servers from different vendors is required at the rack level.

(viii) Always Available by using clustering, virtualization and multiple active sites with

replication

(ix) Modularity: Simplicity, scalability, manageability to handle huge data volumes

(x) Performance and Scalability: high density blade servers, clustering and scalable

applications

(xi) Efficient Resource Utilization by separation of Compute and Storage resources. And

by distribution of load among all active sites.

9 Scope of work for NP-MSP

NP-MSP scope shall cater to two broad tracks, namely, Technology Services track and

Business/Managed Services track. The latter focus on delivery of the services and the related

business operations while the former caters to setup and maintenance of required technology

infrastructure for delivery of the services

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9.1 Scope of Work Components and Key Tasks

No. Track Sub-components of Scope

of Work Activities to be Performed (Indicative)

I. Technology Current State Assessment of

existing IT and Non-IT

infrastructure (C1)

1. Undertake survey of all existing IT infrastructure at Ministry, O/o DC MSE, Regionals

offices and TCs and prepare the inventory of IT applications and infrastructure

2. Interact with the stakeholders for understanding existing IT investments and perceived

future needs

3. Study operations at Technology Centre covering all key functions like Production,

Training, Marketing etc.

4. Study and assess the IT adopted in each of the following areas:

a. Production Services

b. Training Services

c. Marketing

d. MIS Reporting

e. Administration including Finance, Inventory, HR Management, etc

II. Technology National Portal Architecture

Design (C2) 1. Conduct elaborate stakeholder consultation to understand and validate the National

project requirements

2. Build upon the IT Architectural principles

3. Build upon the detailed Target IT architecture covering Business Architecture (

including Service Blueprint), Data Architecture, Application Architecture, Technology

Infrastructure and Network architecture

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4. Develop Data and Technology standards including

a. Data standards of logical data entities

b. Application and Technology Interfaces standards

c. Metadata definitions

5. Design a detailed Portal Content and Service Delivery Framework with well-defined

taxonomy and metadata definitions

6. Detail the information security architecture, policies and processes

7. Detail Technology and standard compliance matrix for complying with applicable

national and international standards and guidelines

8. Build upon the IT operations and Service Management

9. Detail the data and technology migration plan

10. Develop detailed IT Architectural Design document

III. Technology Design, Configuration,

Development and Deployment of Business

Applications and Application

Interfaces (C3)

1. Conduct elaborate stakeholder consultation to establish detailed business application

requirements for applications that include

a. e-Learning

b. Employment Services

c. B2B Market place

d. eGovernance which includes

i. Schemes and application management

ii. TC office automation and approval Workflows

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iii. Content and Informational services on National Portal

e. MIS

i. Finance & Accounting

ii. HRMS

iii. CRM

iv. Inventory Management

f. Third Party Application interfaces – with other ministries database, External service

providers.

g. Common service applications

i. Mobile Service Delivery gateway

ii. Payment gateway

iii. Contact Center (CTI+IVRS+CRM)

2. Develop/enhance detailed Business Requirements Document and priorities the

requirements across Application Release roadmap in discussion with Ministry

3. Develop test cases with requirement traceability

4. Prepare high level and Detailed Design / configuration documents for custom

development and Off-the-Shelf applications as identified

5. Define Development guidelines and practices

6. Setup development, testing and production environments

7. Undertake application development

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8. Setup, prepare and assist Ministry in acceptance testing of the applications

9. Provide 24x7 support to Application including level 1 and level 2 support as per SLAs

defined

IV. Technology Central Server Side IT

Infrastructure Design, Supply

& Deployment (C4)

1. Assess the re-use of the existing infrastructure, if any

2. Undertake work load analysis and detailed IT Infrastructure capacity planning to

estimate the DC space and power requirements, compute, storage, network, bandwidth

requirements

3. Undertake quarterly capacity planning based on the demand assessment undertake for

various services (existing and new) and accordingly identify the capacity requirements

for IT infrastructure in near future

4. Assess and finalize the end user compute requirements at office location in terms of

Desktops, peripherals LAN at Ministry, and other office locations as may be required

5. Undertake site preparations, supply, install, commission the required infrastructure

6. Establish/provision WAN and connectivity across DC, Stadium and office location

7. Undertake BCP and failover testing of the infrastructure and its conformance to the SLA

8. Setup, prepare and assist Ministry in the acceptance testing of the infrastructure

9. Undertake Go-Live readiness test and undertake service migration as part of defined go-

live plan

10. Undertake post migration activities as may be required

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V. Technology Application Management

(C5) 1. Define detailed Application Maintenance and software engineering processes of

enhancements, change management, upgrades, etc

2. Define Templates and procedures for identifying and classifying the application

enhancements and release management

3. Prepare and execute testing and release of the application features into production with

controlled migration

4. Prepare detailed documentation and user manuals for the applications

VI. Technology Central IT Infrastructure

Management (C6) 1. Operate and Maintain the Central server side and end use IT infrastructure as per well-

defined SOPs

2. Undertaken Schedule and ad hoc maintenance (on need basis) and operations like Data

backup, replication, patch management and upgrades

3. Establish basic tools for DC IT management to undertake health check monitoring,

trouble shooting etc with semi-automation of DC operations

4. Undertake BCP DR drills including Site failover to DR; retrieving and replay video

feeds from archive and document review findings and undertake corrective actions

where required

5. Maintain well documented and updated IT inventory of assets including licenses for

ready reference

6. Establish Access control and shift wise attendance management

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7. Establish leading practices like ITIL based IT service Management with up-to-date

service catalog

VII. Technology Technical Support and

Helpdesk Service (C7) 1. Provide facilities management and technical support to user groups

2. Provide Central technical Support (for level 2 and level 3) and onsite support at TCs 3. The duration of the support shall be 24x7

4. Established well document process, service levels, severity levels, escalation matrix,

incident and problem management based in leading practices like ITIL 5. NP-MSP shall deploy skilled manpower to handle all domains covered in the scope for

providing the support

VIII. Technology Establishing and Operating a Call Center (C8)

1. Set up public facing central contact centre infrastructure to handle in-bound

communications over multiple channels like Call Center, IVRS, Emails and SMS on

24x7 basis operating out of two to three locations across India from various stakeholder

communities including MSMEs

2. Setup and manage the central IT and physical infrastructure including IVRS, CTI, SMS

gateway, etc

3. Provide adequate capacity and manpower to handle volumes as per defined service and

performance levels

IX. Technology Information Security & Risk

Management (C9) 1. Develop Information Security Policy and procedures using leading standards like ISO

27001 for all Information and IT assets, infrastructure and operations

2. Define security architecture and practices across National Portal

3. Define and establish data privacy norms

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4. Undertake security compliance review across aspect of IT and operations including

applications, infrastructure, DC operations, Call center, customer facing operations

X. Technology End User Trainings (C10) 1. Prepare comprehensive training plan and content for training of users across stakeholder

groups on effective usage of national portal

2. Undertake iterative training to end user groups classification by skills and training needs

and provided structure and customized training across all identified areas

3. Undertake transition specific training and integrate it with large change management and

communication plan

4. Monitor and training participant feedback to improve/customize training program on an

ongoing basis

XI. Technology Third Party Audit Support

(C11) 1. NP-MSP must facilitate and extend all the required support to any third party audits

authorized by Ministry on any or all of the National Portal components.

2. NP-MSP shall provide all information, artifacts and share knowledge and learning as

required during and for the audit.

3. NP-MSP shall undertake the implementation of recommendations of the third party

audit agency including any compliance gaps to standards and SLAs.

4. NP-MSP must provide status of compliance before and after the audit that may be

undertake on periodic basis.

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XII. Technology On Demand Services – New

Application Development

(C12)

1. NP-MSP must assist Ministry and program partners in identifying new application

requirements (including new simulation software) and in undertaking the business case

analysis including business value, effort and cost analysis

2. NP-MSP must undertake new application development once approved the management

and as per defined process and practices

3. NP-MSP shall maintain and manage this application along with the other National Portal

components as per the directions of the managements.

XIII. Managed

Services Service Delivery

Management (C13) 1. Undertake extensive stakeholder onboarding programs for user groups across the

ecosystem. This shall include Portal promotion campaigns, training, registration and

hand-holding support and other required assistance

2. Undertake Service need and demand assessment and accordingly provisioning the

services as part of the portal. This includes defining the service goals and KPIs,

servicelevels, service delivery blue print, technology requirements and service support

3. Promote and Administer services across the user group and offer transaction assistance

for various services

4. Undertake Service Revenue and Commercial Management covering Service Tariff

Management, pricing and collection, delivery of service statements and MIS to

concerned stakeholders including end users

5. Liaison with CNMs, TPs, TCs, MSME and other ecosystem partner groups to promote

adoption of services and seek feedback for continuous improvements

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6. Engage new / external service providers for delivery of new services through the

National Portal and establish contractual and commercial arrangement in consultation

with the Ministry

7. Undertake annual review of service effectiveness and provide feedback and way forward

in consultation with the Ministry.

XIV. Managed

Services Project Planning and

Governance (C14) 1. Define detailed project implementation plan for the execution of the project and ensure

compliance through execution

2. Define governance and escalation matrix mirroring Ministry‟s project team

3. Define Risk management plan and undertake risk management exercise on the project

life cycle.

9.2 Deliverables



I. Technology Current State Assessment of existing IT and Non-IT

infrastructure (C1)

1. Current State IT Report

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II. Technology National Portal Architecture

Design (C2) 2. National Portal Architecture Document

3. National Portal Content and Service delivery Framework

III. Technology Design, Configuration,

Development and

Deployment of Business Applications and Application

Interfaces (C3)

4. SRS and Test Case Documents for applications that include but not limited to

a. e-Learning

b. Employment Services

c. B2B Market place

d. eGovernance which includes

i. Schemes and application management

ii. TC office automation and approval Workflows

iii. Content and Informational services on National Portal

e. MIS

i. Finance & Accounting

ii. HRMS

iii. CRM

iv. Inventory Management

f. Third Party Application interfaces – with other ministries database, External service

providers.

g. Common service applications

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i. Mobile Service Delivery gateway

ii. Payment gateway

iii. Contact Center (CTI+IVRS+CRM)

IV. Technology Central Server Side IT

Infrastructure Design, Supply

& Deployment (C4)

5. Central IT Infrastructure Deployment Architecture (HLD and LLDs)

6. Quarterly Capacity Planning Report

7. Go-Live planning document with readiness check lists

8. Technology Refresh Report (at end of third year of contract)

V. Technology Application Management

(C5) 9. Application User Manuals

10. Application Change Management Plans

VI. Technology Central IT Infrastructure Management (C6)

11. IT Infrastructure SOPs

VII. Technology Technical Support and Helpdesk Service (C7)

12. Tech Support SOPs

13. Escalation Matrix

14. Quarterly Tech Support MIS

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VIII. Technology Establishing and Operating a

Call Center (C8) 15. Quarterly Contact Center MIS

IX. Technology Information Security & Risk

Management (C9) 16. National Portal Information Security Policy and procedures

X. Technology End User Trainings (C10) 17. Training Manuals, Training Calendar and Assessment reports

XI. Technology Third Party Audit Support

(C11) 18. Provision of necessary documentation and evidences

XII. Technology On Demand Services – New Application Development

(C12)

19. New Application Business Case Document

20. Change Management Report

21. Price Proposal

22. Updated National Portal Architecture Document

XIII. Managed Services

Service Delivery Management (C13)

23. Stakeholder Onboarding MIS

24. Bi-annual Service Demand Forecasting report

25. Monthly Service Revenue MIS

26. Monthly Payments and Settlement Report

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27. New Service business plan document

28. Annual Service and Pricing review

XIV. Managed

Services Project Planning and

Governance (C14) 29. Project Charter with detailed Project Plan

30. Weekly Project Status Update

31. Fortnightly Steering Committee Update

32. National Portal MIS

33. Monthly SLA Compliance Report

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10 Phasing of Implementation & Timelines

The schedule presents at a high level the key items and milestones to be covered

during the project. The project implementation duration shall consist of two phases:

Design and Build Phase and Operations and Maintenance Phase, as per timelines and

milestones defined below.

The timelines below have been estimated against these two phases based on the

following priorities:

Early and effective setup of B2B market place and the necessary

supplementary services to enable payment transactions, logistics and

insurance,

Effective Information dissemination service for providing information about

the funding schemes and programmes for MSMEs,

Early addressing of training and development needs of the technology centres

and tool rooms for taking advantage of the cutting-edge technologies in the

market.

The design and Build Phase shall further be constituted of five tracks, as mentioned

and depicted below:

High Level Implementation phases and related tracks

Design and Build Phase Operations and Maintenance Phase

National Portal for MSMEs

TRACK 1: B2B market place Setup and Operationalisation (S&O)

TRACK 2: Information dissemination S&O

TRACK 3: Online Learning portal S&O

TRACK 5: e-Governance and Internal office

Automation Operationalization

TRACK 4: e-Recruitment Portal S&O

Year wise maintenance as per RFP SoW for five years post Go Live

Setting up of customer service center for MSMEs

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Each of these tracks and associated timelines are explained below:

1. B2B Market place setup and operationalization

The track 1 shall be constituted of two sub tracks, which shall work independently

with separate timelines for setup and operationalization, namely Proof of Concept and

B2B market place portal operationalization.

I. Sub Track I

o The first sub track “Proof of Concept” (PoC) track shall have

dependency on other implementation tracks for its completion

o The implementer shall also need to demonstrate a Proof of Concept of

the entire implementation along with the support and supplementary

services for Xnumber of select clusters.

o The same shall need to be taken up as the application development,

and infrastructure installation is completed.

o The Proof of Concept demo is an essential requirement to demonstrate

the business transaction environment and the ease with which the

MSMEs can deal for their trade needs.

II. Subtrack II

o The sub track II shall consist of 3 sub phases namely: Preparation of

Final Design Specifications (FDS) phase, Implementation phase and

Infrastructure Testing phase.

o The sub track II shall cover the rest of the clusters and try to bring all

the registered MSMEs on-board for the trading platform.

The B2B market place portal set up and operationalization shall comprise of various

sub-tasks which should be covered within the macro-level timeline of T+180 days.

The important tasks in the implementation of the B2B market place portal are as given

below. These tasks can be classified into core and support tasks.

I. Core tasks

a. Listing of sellers

b. Creation of product/ service catalogues for each seller

c. Categorization of product/ service offerings

d. Search engine for product/ service discovery by buyers

e. Buyers/ sellers user subscription

f. Payment Transaction workflow setup

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II. Support tasks

a. Buyers/ sellers user level privilege categorization

b. Third party quality assurance (QA) service provider enrolment

c. Logistics providers enrolment

d. Insurance provider enrolment

e. Marketing and PR events

f. Advertising on user pages (Based on user preferences)

g. Provision for feedback from users

h. Refund payments processing

i. Order tracking mechanism

The key milestones for the B2B marketplaceportal setup from a business perspective

by taking cognizance of the various technical and support tasks are as given below:

S.No Milestone Timelines

(T-date of signing of contract)

1. Preparation of design document for B2B marketplace portal

T + 60 days

2. Setting up of required IT hardware infrastructure T + 120 days

3. Development of the B2B marketplace application

and the portal

T + 180 days

4. Completion of testing and go-live of B2B

marketplace portal

T + 210 days

5. Registration of supplementary services‟ providers T + 210 days

6. Marketing and promotion of the portal for encouraging usage

T + 365 days

7. Onboarding of minimum of 10,000 B2B

marketplace portal users

T + 18 Months

8. Onboarding of minimum of 20,000 B2B marketplace portal users

T + 30 Months

9. Technology upgrades for the B2B portal T + 36 Months

10. Onboarding of minimum of 35,000 B2B


T + 36 Months

11. Onboarding of minimum of 1,00,000 B2B marketplace portal users

T + 48 Months

12. Onboarding of minimum of 2,50,000 B2B


T + 60 Months

13. Operation and maintenance of B2B marketplace portal

From the date of go-live till the end of 5

th year from signing of

contract

2. Information Dissemination service setup and operationalization include

application development, data entry and migration, and IT infrastructure setup /

connectivity along with enablement of online application workflows for various

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schemes and programmes. The information dissemination portal setup would

comprise the following functional level tasks:

a. Publishing of information about Government‟s funding schemes and

programmes

b. Publishing of information about trainings and skill development

programmes organized by technology centres, private institutions and

institutions under MoMSME such as NSIC, KVIC, etc.

c. Implementation of online application workflows for funding schemes and

training programmes

d. Payment transaction setup for online applications

The key milestones for the Information dissemination portal setup from a business

perspective are as given below:



1. Preparation of design document for Information

dissemination portal

T + 60 days


3. Development of the Information dissemination application and the portal

T + 270 days

4. Completion of testing and go-live of Information


T + 300 days


T + 365 days

6. Transactions of applications for funds/ schemes -

minimum of 60,000

T + 18 Months

7. Transactions of applications for funds/ schemes - minimum of 1,50,000

T + 30 Months

8. Technology upgrades for the information


T + 36 Months


T + 36 Months

10. Transactions of applications for funds/ schemes -

minimum of 5,00,000

T + 48 Months


T + 60 Months

12. Operation and maintenance of information


From the date of go-live till the

end of 5th year from signing of

contract

3. Online Learning Portal operationalization includes application development,

content management and hosting of learning and development information,

linkages with academic databases of institutions, libraries, etc.The online learning

portal setup would consist of the following functional tasks:

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a. Creation of online learning application with various user access privileges

to the information

b. Creation of a database repository with the technological and business

related information for MSMEs

c. Provision of a search engine to list the available documents as searched by

the user

d. Enrolment of various technological and academic institutions to contribute

to the knowledge base

e. Integration and linking of academic databases for unified access of

information from the MSME portal

f. Listing of trainings - manual, web-based for the benefit of the member

users

g. Payment transaction setup for making secure payments related to online

learning application

The key milestones for the Online learning portal setup from a business

perspective are as given below:



1. Preparation of design document for Online

Learning portal

T + 60 days


3. Development of the Online learning application and the portal

T + 1 Year

4. Completion of testing and go-live of Online

learning portal

T + 13 Months


T + 18 Months

6. Transactions of applications for “e-learning

sessions” - minimum of 14,000

T + 2 Years

7. Transactions of applications for “e-learning sessions” - minimum of 35,000

T + 3Years

8. Technology upgrades for the online learning

portal

T + 36 Months

9. Transactions of applications for “e-learning sessions” - minimum of 75,000

T + 48 Months

10. Transactions of applications for “e-learning

sessions” - minimum of 1,50,000

T + 60 Months

11. Operation and maintenance of Online learning portal

From the date of go-live till the end of 5


contract

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4. E-Recruitment portal operationalizationincludes operationalization of the job

portal with all planned modes of job listing, resume listing, skills/ resume search.

The functional sub-tasks involved in operationalizing the e-recruitment portal are

as follows:

a. Application development for the e-recruitment portal

b. Creation of standard forms for job-seeker and employer registrations

c. Provisions for supplementary services such as resume writing, third party

profile verification, etc.

d. Optimized search engine for relevant job postings discovery by the job-

seekers and for relevant resume discovery by the employers

e. Payment transaction setup for making secure payments related to e-

recruitment application

The key milestones for the E-recruitment portal setup from a business perspective

are as given below:



1. Preparation of design document for E-recruitment

portal

T + 60 days


3. Development of the E-recruitment application and

the portal

T + 16 Months

4. Completion of testing and go-live of E-recruitment portal

T + 18 Months

5. Marketing and promotion of the portal for

encouraging usage

T + 24 Months

6. Onboarding of minimum of 1000 recruiters/ employers

T + 2 Years

7. Onboarding of minimum of 3000 recruiters/

employers

T + 3 Years

8. Technology upgrades for the E-recruitment portal T + 36 Months


employers

T + 48 Months


employers

T + 60 Months

11. Operation and maintenance of E-recruitment

portal

From the date of go-live till the

end of 5th year from signing of

contract

5. MIS and Internal office automation operationalization – includes supply,

installation, testing and commissioning of equipment planned for the MoMSME

central department functioning along with commissioning of requisite enterprise

software for the business processes management. The timelines for the roll-out

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and operationalization of the MIS system that supports internal office automations

is as follows:



1. Preparation of design document for MIS

application

T + 60 days


3. Development of the MIS applications T + 21 Months

4. Completion of testing and go-live ofMIS

applications

T + 24 Months

5. Transactions of MIS systems by the technology

centers - minimum of 1,000

T + 30Months



T + 3 Years

7. Technology upgrades for the MIS applications T + 36 Months

8. Transactions of MIS systems by the technology centers - minimum of 3,000

T + 48 Months



T + 60 Months

10. Operation and maintenance of MIS applications From the date of go-live till the end of 5


contract

The delivery of the base IT infrastructure shall precede the phase 1 applications and all

application related intermediate deliverables shall be accordingly agreed between the

Ministry and NP-MSP

Following are the broad timelines for National Portal Rollout and maintenance



1. Current state assessment of existing infrastructure T + 30 days

2. Submission of Project Charter for review T + 45 days

3. Submission of National Portal Architecture design

document

T + 60 days

4. Setup of base central IT infrastructure at Primary

and DC sites

T+ 120 days

5. Design, configuration, development and

deployment of business applications

5.1.a. Design and development of B2B

marketplace application

T + 180 days

5.1.b. Go-Live of B2B Portal application T + 210 days

5.2.a. Design and development of Information

dissemination application

T + 270 days

5.2.b. Go-Live of Information dissemination application

T + 300 days

5.3.a. Design and development of Online

Learning application

T + 1 year

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5.3.b. Go-Live of Online Learning application T + 13 months

5.4.a. Design and development of E-Recruitment

application

T + 16 months

5.4.b. Go-Live of E-Recruitment Applications T + 18 months

5.5.a. Design and development of MIS application T + 21 months

5.5.b. Go-Live of MIS application T + 24 months

6. Technology Refresh Report T+ 3 years

7. Operation and maintenance of National Portal From the date of go-live till the end of 5


contract

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11 Service Level Agreement

The Service Level agreements have been logically segregated in the following categories:

i. Implementation phase related performance levels

ii. Availability of Solution

iii. Equipment Availability

iv. Transaction settlements

v. User accounts creation

vi. Services related to Customer Care Group/ Functional Help Desk

vii. Services related to Application Maintenance – Resolution of Bugs/ Defects

9.1. Implementation phase related performance levels

# Parameter Description Target

Penalty

Commencement of Work

1 Project Set-up

Time

NP-MSP is expected to mobilize

the team for commencement of the

project

Measurement Tool: Project kick-

off meeting, Project

management

office (PMO) setup

As per milestone in

Implementation

Plan + 1 week

Delay beyond 15 calendar

days = 1% of the contract

value +

0.1% of the Contract value

for every day of delay

2 Project Plan

Documentation Project planning documentation including:

Project Charter

Architectural / Solution

design

Training Plan

Measurement Tool:

Deliverable Sign Off

As per milestone in

Implementation Plan + up to 2 weeks

No Penalty

> 2 weeks 0.5% of the total

implementation services cost



for each

subsequent week

> 6 weeks Event of default. Escalation to

management

Application Development

3 Project Design

Documentation

Detailed design documentation

including:

System Requirement

Specifications

Software Design Document

Detailed Test Plan

Use Cases

Measurement Tool:

Deliverable Sign Off

As per milestone in

Implementation

Plan + up to 2 weeks

No Penalty

>2 weeks 0.5% of the total




for each subsequent week

> 6 weeks Event of default. Escalation

to

management

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Penalty

Commissioning and Roll Out

4 Hardware delivery &

commissioning

Delivery, Installation and commissioning of required

hardware for the solution

implementation at the Data Centre / Disaster Recovery

Centre

Measurement Tool: Acceptance Sign Off

As per Implementation

Plan + up to 2

weeks

No Penalty

>2 weeks 0.5% of total hardware value of DC or DR

> 4 weeks 0.75% of the total hardware value

of DC or DR for each

subsequent week


to

management Adherence to

Schedule Completely tested software shall be delivered within the

committed timelines

Schedule Variance (SV) will be

calculated as = [(Actual

Calendar Days for the new

Application – Planned Calendar Days for the new application)/

Planned Calendar Days for the

new application]*100

<= 20% No Penalty

<= 30% to > 20% 5% of the agreed cost of application

<= 40% to > 30% 7 % of the agreed cost of

application

> 40 10% of the agreed cost for

the application

5 UAT Defect

Density

UAT Defect Log shall be

maintained and severity rating

should be assigned to each defect encountered.

Defect density (Severity Rating wise) will be calculated as:

[(Total number of defects for that severity) / (Total Number of

defects across all severity

levels)]*100

Defect Level – Critical

< = 5% No Penalty

<= 10% to > 5% 2% of the agreed cost for the

application

> 10% 5% of the agreed cost for the

application

Defect Level – High

< = 10% No Penalty

<= 20% to > 10% 2% of the agreed cost for the

application


application

Defect Level – Medium

< = 20% No Penalty

<= 40% to > 20% 2% of the agreed cost for the application


application 6 Training Training for solution

deployment as per the timeline

mentioned

> 2 weeks 0.50% of contract cost for training for respective

Module /phases

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Penalty

Measurement Tool: Deviation

from Plan

(Actual Training Completion

Date – Scheduled Completion

Date)

> 4 weeks 0.75% of contract cost for

training for respective

Module/phases for each

subsequent week


to management > 12weeks


Penalty

1 All Project

Timelines

As per project timelines Delay beyond targeted

timeline = Rs.10,000/-, +

Rs.1,000/- for every day of

delay

9.2. AvailabilityofSolution


Penalty

1 Availability of

National Portal at

Data Center (DC)

and its related

portals

Uptime = {1 -

[(Application downtime) /

(Total Time – Maintenance

Downtime)]}

Total Time shall be

measured on 24*7 basis

Further any downtime for

maintenance during the

24*7 timeframe shall be

with prior written intimation

Measurement Tool: Reports

from EMS

Minimum of 98 %

uptime on weekly basis

(24x7)

No Penalty

< 98% uptime

measured on a weekly

basis.

Rs. 10,000 /hr

2 Availability of

National Portal at

Disaster Recovery

Center (DR)

Uptime = {1 -

[(Application downtime) /

(Total Time – Maintenance

Downtime)]}

Total Time shall be

measured on 24*7 basis

Further any downtime for

maintenance during the

24*7 timeframe shall be

Minimum of 97 %

uptime on weekly basis

(24x7)

No Penalty

< 97% uptime


basis.

Rs. 10,000 /hr

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Penalty

with prior written intimation


from monitoring systems

3 Availability of EMS

at the active site

Uptime = {1 - [(EMS

downtime) / (Total Time –

Maintenance Downtime)]}

Total Time shall be measured

on 24*7 basis.

Minimum of

97% uptime weekly

(24x7)

No Penalty

< 97% uptime


basis.

Rs. 10,000 /hr

9.3. EquipmentAvailability

S No. Measurement Definition Target Penalty

Servers

1 Peak CPU Utilization

for each server at DC /

DR sites

Peak CPU utilization of each

server crossing 70% for a

sustained period of more than

15 minutes in the normal

course (with an exception to

the batch processes) is the

criteria for default.


from EMS

Maximum of

70%

utilization on

any server

0.5 % of

Quarterly

Payment

2 Peak I/O utilization

for each server at DC /

DR sites

Peak I/O utilization of each

server crossing 70% for a

sustained period of more than

15 minutes in the normal

course (with an exception to

the batch processes) is the

criteria for default.


from EMS

Maximum of

70%

utilization on

any server

0.5 % of

Quarterly

Payment

3 Memory Utilization Average daily memory

utilization levels during

business hours should be less

than 70%. Excluding EOD

processing time (Batch

processing). Each occurrence,

where average daily memory

utilization stays above 70% for

15 minutes or more, shall be

counted as 1 incident of default

Maximum of

70%

utilization on

any server

0.5 % of

Quarterly

Payment

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from EMS

4 Disaster Recovery

Site

Business operations to resume

from Disaster Recovery Site

within 2 hours of the Data

Centre failing


from EMS & Periodic Audit

Reports

100% 1.0 % of

Annual

Payment

9.4. Settlement


1

Time taken for end

of day settlement

and Payments to

Bank accounts of

Project owners

Monthly measurement of

time taken through

periodic audits based on

logs and monitoring tool

reports to be provided by

the CSI

<= T+1 Bank

working day for

Clean

Transactions

<= T+3 Bank

working days

for Violation

Transactions

No Penalty

> T+1 Bank

working day for

Clean

Transactions

> T+3 Bank

working days

for Violation

Transactions

1 % per day on

the amount of the

delayed

settlement.

9.5. User Accountcreation

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S

No Measurement Definition Target Penalty

1.

User Account

creation in

National Portal

after receipt of

application from

customer

Time taken for

Tag Account

creation after

receiving the

application from

the customer for

the same

Tags Account shall be

created within two (2)

working days after

receiving the application

No Penalty

Delay beyond 2 working

days

Rs 1000/- per account

9.6. CustomerCallCentre

S


1.

Customer Call

centre –

Complaint /

query

Acknowledgeme

nt Time

A complaint /

query from a

customer if not

resolved during

the call shall be

officially

acknowledged

with a Ticket

number. This

ticket number

shall be provided

to the caller

verbally during

the call /by E-

mail /SMS within

1 hour of the call.

100% incidents to be

acknowledged within 1

hour of the call

No Penalty

Delay beyond 1 hour Rs 200 per complaint

or query

2 Customer Call

centre –

Complaint /

query closure

Time

All complaints

(excluding

complaints

having

dependency

external agencies)

shall be closed

within 72 hours

of complaint

acknowledgement

.

100 % of complaints to

be closed within 72 hours

No penalty

Delay beyond 72 hours Rs 100 per complaint /

query

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S


3

Charge Back to

customer

account

All charge back

to customer

account in case of

settlement of

dispute /

resolution of

complaint shall

be effected within

30 days of the

complaint

Less than equal to 30

days

> 30 days

No penalty

Rs 500 per day until

the chargeback is

effected

9.7. ServicesrelatedtoApplicationMaintenance – Resolutionofbugs/defects

Measureme

nt Definition

Severity

Level of

Bugs

Target Penalty

Resolution

Time

“Resolution Time”,

means time taken by the

National Portal provider to

troubleshoot and fix the

bugs/defect from the time

the call has been raised to

the National Portal

Provider till the resolution.

It is based on Monthly

measurement level.

Measurement Tool:

System generated call log

of the complaints from IT

Help Desk / EMS

Critical 100 % bugs / defects

to be closed within

72 hours

No penalty

Delay beyond 72

hours

Rs 1000 per

hour

High 100 % bugs / defects

to be closed within 5

days

No penalty

Delay beyond 5 days Rs 10000 per

day

Medium 100 % bugs / defects

to be closed within 7

days

No penalty

Delay beyond 7 days Rs 5000 per

day

Low 100 % bugs / No penalty

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Measureme

nt Definition

Severity

Level of

Bugs

Target Penalty

defectsto be closed

within 30 days

Delay beyond 30

days

Rs 1000 per

day

9.8. Severity for Bugs / Defects

The severity of a bugs / defects would be based on the business impact of the problem.

Severity is defined as follows:

Severity of Bugs /

Defects

Definition

Critical Showstoppers involving major functional failure in the application.

There are no usable workarounds available to troubleshoot the

problem. Affects majority of the users (more than 25%)

High Users face severe functional restrictions in the application

irrespective of the cause. Workarounds are time consuming.

Affects majority of the users (more than 25%)

Medium Moderate functional restrictions in the application irrespective of

the cause. Has a convenient and readily available workaround.

Affects a few users.

Low Requiring cosmetic functional changes. Does not require any

workaround. It may include user query / suggestions but has no

business impact.