Documente Academic
Documente Profesional
Documente Cultură
NEGD/04-09/2016
Invitation to Bid
For
Appointment of
Partner Agency
for
Unified Mobile App for New-age
Governance (UMANG)
Published By
Part 1
Glossary ....................................................................................................................................................... 11
1
Introduction ........................................................................................................................................ 14
2.1
2.2
UMANG ....................................................................................................................................... 16
Objectives............................................................................................................................................ 16
Scope ................................................................................................................................................... 17
4.1
Overview ..................................................................................................................................... 17
4.2
4.3
4.4
4.5
4.6
4.7
4.7.1
4.8
4.9
Aggregation ................................................................................................................................. 22
4.10
4.11
4.12
4.12.1
4.13
4.14
4.15
4.15.1
5
5.1.1
User Centric......................................................................................................................... 27
5.1.2
5.1.3
5.1.4
5.1.5
5.1.6
5.1.7
Analytics .............................................................................................................................. 29
5.1.8
5.1.9
Security ............................................................................................................................... 29
5.1.10
5.2
5.2.1
5.2.2
5.2.3
5.2.4
5.2.5
5.2.6
5.2.7
Workflow............................................................................................................................. 35
5.2.8
5.2.9
5.2.10
5.2.11
6.1.1
6.1.2
6.1.3
6.1.4
6.1.5
6.1.6
6.1.7
6.1.8
6.1.9
6.1.10
6.1.11
6.2
User Profile.................................................................................................................................. 40
6.3
6.3.1
6.3.2
Mobile Web......................................................................................................................... 42
6.3.3
6.3.4
Pull SMS............................................................................................................................... 43
6.3.5
6.3.6
6.3.7
9.2
Platform Fee................................................................................................................................ 47
9.3
9.4
9.5
9.5.1
Enablement of channels...................................................................................................... 49
9.5.2
9.6
9.6.1
9.6.2
9.6.3
9.7
9.8
9.9
9.10
9.11
9.12
10
11
12
12.1
Partner Agency............................................................................................................................ 55
12.2
12.3
13
13.1
13.2
13.3
13.4
13.5
13.6
13.7
13.8
13.9
13.10
13.11
13.12
13.13
13.14
13.15
13.15.1
13.15.2
13.16
13.17
13.18
13.19
13.20
13.21
Disqualification ....................................................................................................................... 72
13.22
14
14.1
14.2
Evaluation Criteria....................................................................................................................... 75
5|Page
14.2.1
14.2.2
14.3
14.4
NeGDs Right to Accept Any Proposal or Reject any or all proposals ......................................... 79
15
15.1
15.2
NeGDs Right to Accept Any Proposal and to Reject Any or All Proposals ................................. 80
15.3
16
16.1
Ownership ................................................................................................................................... 81
16.2
Performance Security.................................................................................................................. 81
16.3
Liquidated Damages.................................................................................................................... 81
16.4
17
Timelines ......................................................................................................................................... 83
18
18.1
Introduction ................................................................................................................................ 84
18.2
18.3
18.4
Performance ............................................................................................................................... 85
18.5
18.6
18.6.1
18.6.2
PENALTY .............................................................................................................................. 86
18.7
18.8
18.9
18.10
18.11
19
Payment Schedule........................................................................................................................... 92
Definitions ........................................................................................................................... 94
6|Page
1.1.2
Interpretation.................................................................................................................... 100
1.1.3
1.1.4
1.1.5
1.1.6
1.2
1.2.1
1.2.2
1.2.3
1.2.4
1.3
1.4
1.4.1
1.4.2
1.5
1.6
1.7
1.8
1.9
1.9.1
1.9.2
1.9.3
1.9.4
1.9.5
1.10
1.10.1
1.10.2
1.10.3
1.11
Termination............................................................................................................................... 118
1.11.1
1.12
1.12.1
1.13
1.14
1.14.1
1.14.2
1.14.3
1.14.4
1.14.5
1.15
1.15.1
1.16
1.17
1.17.1
1.18
1.18.1
1.18.2
Assignment........................................................................................................................ 129
1.18.3
1.18.4
1.18.5
1.18.6
1.18.7
1.19
1.19.1
1.19.2
1.19.3
1.20
1.21
1.21.1
1.22
1.22.1
1.22.2
1.22.3
1.22.4
1.22.5
1.22.6
1.22.7
1.22.8
1.23
1.23.1
1.23.2
1.23.3
1.23.4
1.23.5
1.23.6
1.23.7
1.23.8
1.24
1.24.1
1.24.2
1.24.3
1.24.4
The payment under the various cost heads is given as under: ......................................... 153
1.25
1.26
2.1.1
2.1.2
2.1.3
2.1.4
2.1.5
2.1.6
2.1.7
2.1.8
2.1.9
2.1.10
2.1.11
2.1.12
2.1.13
2.2
2.2.1
2.2.2
2.2.3
2.2.4
2.2.5
2.2.6
Annexure A Service delivered through SSDG (State Service Delivery Gateway) ........................... 191
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Glossary
S No.
1.
Abbreviation Definition
API
Application Program Interface
2.
AUA
3.
B2C
Business to Citizen
4.
CAPEX
Capital Expenditure
5.
CCN
6.
CD
Compact Disk
7.
CSV
Comma-separated Values
8.
DC
Data Centre
9.
DeitY
10.
DoT
Department of Telecommunications
11.
DR
Data Recovery
12.
DTMF
13.
EGDI
14.
EMD
15.
FAT
16.
FTP
17.
G2B
Government to Business
18.
G2C
Government to Citizen
19.
GPRS
20.
H/W
Hardware
21.
HCI
22.
HTTP
23.
ICT
24.
IMPS
25.
iOS
26.
IPR
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27.
IVR
28.
JSON
29.
KUA
30.
KYC
31.
LLP
32.
mBaas
33.
MoMt
34.
MoU
Memorandum of Understanding
35.
MSA
36.
NDA
Non-Disclosure Agreement
37.
NeGD
38.
NeGP
39.
NIC
40.
NPCI
41.
O&M
42.
OBD
43.
OPEX
Operational Expenditure
44.
OSI
45.
OTP
46.
OWASP
47.
PCI DSS
48.
PIU
49.
PMU
50.
RAM
51.
RBI
52.
REST
Protocol
53.
RFP
54.
SDLC
55.
SLA
56.
SMS
57.
SOAP
58.
SOP
59.
SSDG
60.
SSDG
61.
STQC
62.
TII
63.
TRAI
64.
TSP
65.
UAT
66.
UI
User Interface
67.
UMANG
68.
UT
Union Territory
69.
UX
User Experience
70.
VAS
71.
VAT
72.
VXML
73.
XML
74.
4G
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Part 1
2 Introduction
2.1 Digital India
Digital India, a comprehensive ICT initiative of Government of India, aims to transform
India into a digitally empowered society and knowledge economy. The vision of Digital
India is centred on three key areas.
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Vision Area 1
Digital Infrastructure as a Utility to
Every Citizen
Vision Area 2
Vision Area 3
Not only facilitating online and easy access to public services is ingrained in the vision
areas of Digital India, but use of mobile phones has been highlighted as an important
medium. Further, e-Kranti, a flagship program under Digital India, clearly articulates
the policy of Mobile First, wherein all Government applications shall be designed to
enable delivery of services through mobile.
Realization of the envisioned objectives is supported by the level of mobile penetration in
India, increasing internet usage on mobile, reduction in handset costs, and introduction of
low end smart phones which has made mobile a convenient and cheaper channel for
service delivery.
Today the e-Governance Services rendered by individual Government Departments are
enabled on mobile as Department specific mobile apps. State governments have also taken
initiatives to provide mobile based service delivery.
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2.2 UMANG
Taking cognizance of the envisaged goals of Digital India and other factors it is proposed
to build a common, unified mobile platform and application Unified Mobile Application
for New-age Governance (UMANG). A single mobile application makes discovery,
marketing, auditing, testing, hosting and downloading easy. It also brings about uniformity
in user experience. Through the application, citizens can access pan India e-Gov services
from the central Government, State Governments, local bodies and their agencies and
private sector. Citizens will have to download just a single application which will work on
one short code on, GPRS/Internet, support for SMS and Toll Free for IVR will be additional
features.
3 Objectives
i.
Act as an enabler and facilitator in developing overall mobile based service delivery
ecosystem in India.
ii.
Provide easy access for citizens to various services via single Mobile Application,
easy to remember short code and single Toll Free number.
iii.
iv.
Government departments.
v.
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4 Scope
4.1 Overview
For UMANG, NeGD will partner with a private entity. It is envisaged that the Partner Agency
will bring in requisite technical expertise and resources for quick rollout, easier scaling up
and flexible adoption of technology. The emphasis will be on uniform user experience,
quick on-boarding of Central/State government services with less capital expenditure,
along with robust programme sustainability.
1. Development of UMANG (Unified Mobile Application for New Age Governance) platform
that provides services on mobile devices across Central, State Government
departments, local bodies and/or their agencies through a centralized platform. Once
deployed centrally the UMANG platform shall support integration and mobile
enablement of services for on boarding new Government applications.
2. In addition to public services UMANG should be able to provide some Citizen Centric
services offered from authorized private businesses, as permitted by NeGD/DeitY.
3. UMANG shall be accessible to citizens through mobile App, web, and through mobile
channels such as IVR and SMS.
4. The UMANG platform shall have open standards based architecture that allows various
government departments to quickly integrate and make available their services through
standard API in SOAP/REST and open data formats such as JSON/XML.
5. The UMANG platform shall be capable to maintain/remember citizen personal details,
preferences and data required to access department services without the user having to
re-enter these every time. Data shall be stored securely and the user consent must be
taken for any citizen data storage.
6. UMANG platform shall support/integrate with Aadhaar based authentication and other
authentication mechanisms or services for requisite Departmental Services.
7. NeGD/DeitY shall facilitate allocation of short code from DoT, however all co-ordination
and liasoning with TELCOS shall be responsibility of the Partner Agency.
8. Create and manage environments for Integration testing and UAT (User Acceptance
Testing), the UAT setup shall be near replica of the production setup. This will entail
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on-boarding-/Application
enablement
of
Government
Out of the box APIs that offer a set of predefined and common functionalities for
mobile applications such as APIs for user management, files, custom objects, email,
photos, social integrations, analytics, push notifications, geo-location, enterprise
integration etc.
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ii.
Reduced server-side coding so that the focus can be more on front-end development
and faster roll-outs.
iii.
Support for both native and hybrid mobile apps and other front-ends connecting
through APIs.
iv.
v.
vi.
vii.
viii.
ix.
A user interface for the integrating departments to create, publish and manage their
APIs with proper documentation support.
x.
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user registration and seamless identity integration with the integrating departments. The
components would be
i.
Integration with Aadhaar and other identity providers for fetching identity
credentials of a person.
ii.
iii.
Multifactor authentication based on the requirement of the service as per their risk
sensitivity which includes username/password, OTP, biometric etc.
iv.
Enablement for scenarios such as one mobile handset multiple users i.e. mobile
app/handset should not be locked to a single mobile number.
v.
Manage application, data and server security of UMANG as per ISO 27001 standards.
The solution should be free from the vulnerabilities defined in Open Web
Application Security Project (OWASP) top 10 vulnerabilities and other known
vulnerabilities.
ii.
Platform to comply with all applicable standards of NeGD and will be security
audited through a CERT-IN empanelled third party auditor or STQC. The auditor is
to be selected by NeGD.
iii.
Payment module shall have been integrated with payment gateways and shall be
PCI-DSS (Payment Card Industry Data Security Standard) complaint.
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Convenience Fees
Provision should be made for charging convenience fees (which can be made available
whenever required), over and above other charges such as Service Fees, Taxes etc and as
fixed by NeGD. Convenience fees may or may not be charged as per the decision of
NeGD/DeitY. It shall also provide for transfer of such convenience fees to NeGD account,
reconciliation and accounting. The integration with the payment gateway shall allow for
generation of reports for payment transaction as well as reconciliation. These reports are
to be shared with NeGD, concerned departments and banks. Payment services shall
maintain a transaction log and provide transaction success /failure notification to the
users. It shall also provide support for reconciliation. The payment experience for the user
should be seamless i.e. the user should be re-directed back to the relevant section from
which the transaction was initiated and to the m-Gov App home page in case of any
exceptions.
UMANG App shall be mutli-lingual, with support for official India languages, in
addition to English. Languages shall be selected from the list of Scheduled
Languages as per Census 2001. UMANG shall be developed in top 12 Indian
languages in addition to English.
ii.
State Government shall have the option to Brand their own services by selecting a
template for the state specific services page. It should be possible for citizens of a
specific state to have a customized view central and their own state specific services
at the first level. Other state services should be automatically available on the
second level as optional.
iv.
UMANG App shall have a section where the citizen can update their preferences in
terms of personal details, frequently accessed services and short cuts, language etc.,
which will then be available for all services so that data entry can be minimized.
v.
UMANG platform shall provide Govt. departments a web based login with access to
their own services with reports and dashboards.
vi.
4.9 Aggregation
Integration and aggregation of innovative 3rd Party citizen centric services provided by
private companies that are relevant for citizens shall be possible. The 3rd Party services
will be identified and evaluated by either NeGD and shall be integrated by the Partner
Agency after consultation with NeGD. These services will need to provide APIs and service
flow as per the guidelines to be published so that these can be integrated into the mobile
app or other mobile channels based on the technical feasibility.
UMANG platform shall be hosted on the cloud hardware provided by NeGD through
NIC or any otherNeGD/DeitY empanelled cloud service provider, with due
permission from NeGD. The hosting environment as well as data for the entire
UMANG platform has to reside within the territory of India.
ii.
NICs GI Cloud shall provide Virtual Machines and bandwidth. More details can be
found on www.cloud.gov.in . The Partner agency shall provide a Bill Of Material
required for UMANG. (Please refer section 9.9)
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iii.
Hosting of UMANG Mobile app on different App Stores for different mobile app
stores such as Google playstore, Apple Appstore, Windows appstore etc. shall be
done by the Partner Agency.
UMANG platform shall generate necessary reporting and dashboards for data
representation, which should be configurable as per the integrating departments
needs.
ii.
UMANG platform shall generate necessary reports and statements for payment
settlement and reconciliation.
iii.
Provide option for configuration of all the channel interfaces including SMS, IVR,
Mobile Portal and App pages for various services while using common back-end
integration into the departments.
Partner Agency shall operate and maintain the UMANG platform, mobile app, web
application, portal etc.
ii.
iii.
Adherence to SLA and SLA monitoring for services and infrastructure that is entirely
within the UMANG platform.
iv.
Provide SLA monitoring tool for NeGD to evaluate different service level parameters
as specified in section 18.
v.
Responsible for providing Level 1 support through call center. This will also cover
all app related and transaction related queries.
vi.
vii.
viii.
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ix.
Department and third party services can be hosted in external locations and their
hosting and maintenance are outside the scope. However in case any of these
services are not accessible, the UMANG platform will raise alerts so that escalation
to the concerned departments can be taken up by support.
x.
The front end (forms) processes, workflow, backend processes (database), security,
privileges at application level, Network level, backup and DR policies will not be
changed by the Partner Agency without prior approval of NeGD. Partner Agency
will make a change management process duly approved by NeGD for this purpose.
Partner Agency shall be responsible for ongoing support for integrating departments and
citizens:
a. Modifications and enhancements (i.e. due to changes in integrating department APIs
for UMANG integration, Workflow changes, and other changes from time to time)
raised by the integrating departments shall be part of the scope of the project.
The Partner Agency shall provide an estimate in terms of man day of work required for
such requested changes. NeGD shall evaluate the estimates and payment against such
change request, which entails more than certain number of days, shall be made as per the
man day rate quoted in the bid by the Partner Agency (refer section 9).
Creation and regular updation of documentation for all the components of UMANG
such as deployment architecture documentation, APIs, SLA monitoring, and Security
Documentation on a quarterly basis, user manuals etc.
ii.
iii.
For every application enablement, the Partner Agency shall conduct two days
training to the nominees of integrating departments. The training shall be on the
technical, functional, integration and usage aspects of UMANG platform and UMANG
portal/App.
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To create UMANG (Unified Mobile Application for New Age Governance) that
provides citizen services (G2C) on mobile devices across Central and State
Government departments/agencies through a centralized platform. Once deployed,
UMANG platform shall support integration and mobile enablement of services with
marginal effort for on boarding new Government services.
ii.
UMANG should be able to support some Citizen Centric services offered from
authorized private Business.
iii.
iv.
For every application enablement, there will be API integration with the services of
that application and enabling corresponding service flow on the each enabled
channel. This integration will have to make services available on an end-to-end
basis.
ii.
Each service of a given application shall include, as per requirement, applying for
service, status update and delivery of service, notifications to the applicant and any
other flow available as part of the delivery of a service.
iii.
One department application may have multiple services and each service may have
multiple sub-services.
Once the UMANG platform has been made operational, it will integrate with departments
applications/back-end for enabling individual services. Application enablement means
going live with services of a department which involves:
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i.
Develop necessary APIs, if not available, for all services under the application on
the UMANG platform (in addition to common APIs required for all applications and
other common functionalities such as authentication etc.)
ii.
iii.
b.
c.
Providing an end-to-end user interface on UMANG mobile app and portal for all
services of the application.
iv.
Providing capability inside the UMANG mobile app and portal to fetch service
through UMANG platform.
v.
Testing, deployment and go-live after sign-off from NeGD and/or respective
application owner department.
vi.
vii.
a.
b.
Enablement on IVR
c.
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5 UMANG Architecture
Given the differences in the technology with their related advantages and disadvantages
and interoperability issues, it is very important to have credible architectural principles to
form the basis for choice of a particular technology and architecture to deliver mobile
services. Design principles for the UMANG Platform are given below:
User Centric
End users availing the service must be centric to the design of UMANG platform. Their ease
of interaction with mobile devices, the kind of devices commonly used by targeted
segments, network availability and demand for service should guide the choice of
technology for service development and roll out. Support for local language (as mentioned
in section 4.8 (i)) is necessary.
5.1.2
The UMANG platform should be designed keeping in mind that information flows across
applications owned by different departments. The UMANG platform should be able to
integrate and interoperate with various other external entities. The ability of the solution
to easily and in a relatively seamless manner integrate with external entities, interoperate
with multitude of technologies is a significant criteria while selecting the technology.
The UMANG platform should also support features which work seamlessly across various
channels providing users a unified experience. Following features should be supported by
the UMANG platform:
i.
When internet is down or otherwise, the user should be able to make call to the
IVR initiated from the App or Mobile Web.
ii.
Call to the customer care support can be invoked from the App or Mobile Web.
iii.
Registration made on Mobile Web will seamlessly reflect in other channels like
SMS and IVR based transactions.
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5.1.3
ii.
Every component as well as the whole system needs to provide consistent and
acceptable performance even at very large scale.
iii.
While upgrades and scaling-up, it is necessary that the platform supports earlier versions
especially when upgrading the APIs.
5.1.4
The system should be built with open standards and open APIs with plug-n-play
capabilities. The system should be designed to plug-in new technologies and components in
a seamless manner, similarly any obsolete technologies or components should be removed
without impacting any other component of the system. The components should be loosely
coupled to allow changes in applications that are integrated with it and in any sub-system
level without affecting other parts. It should be architected to work in a heterogeneous
technical environment.
5.1.5
Easy On-boarding
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5.1.6
The UMANG platform should address the privacy concerns of integrated applications and
thus restrict visibility of each department to data/information pertaining only to them.
Also, the platform should protect users information.
5.1.7
Analytics
The UMANG platform should be able to generate insights for analytics. These includes, but
is not restricted to, on-demand reports which can be configured, filtered and customized by
NeGD as well as integrating departments. The UMANG platform should look at the usage at
an aggregate as well as at an individual level.
Relevant dashboards should be available for decision makers about the platforms
performance and usage and insights on user information (demographic, location,
behavioural etc. aspects).
5.1.8
Multi-Language Support
Various mobile channels need to support local Indian languages to be able to reach masses.
The Partner Agency shall provide support for English, standard local languages across
various channels (SMS, IVR, Smart Client, Mobile Web etc) for services across service
categories as required by individual States/integrating departments. as mentioned in
section 4.8(i).
5.1.9
Security
The UMANG platform needs to have capability to manage security and privacy at multiple
levels. A transactional service may require higher security levels than an ordinary
information service such as status check or weather forecast. Non-functional requirements
such as data security, user authorization and access control need to be taken into account
while designing the components of the platform.
5.1.10 Easy integration with external interfaces
In the current IT environment when several function specific systems are developed, a
system comprises of core functional modules talking to several platforms and services
through APIs published by such platforms. UMANG platform needs to have technical
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5.2.1
The platform should have network integration modules that support all the protocols used
for back-end integration with major Telecom Operators (at least top 5 as per TRAIs
subscriber numbers) in and across India for SMS and Voice Channels. NeGD will provide
support to the Partner Agency in coordination with TSP.
5.2.1.1 SMS
i.
SMS Long code/Short code integration and configuration capability with major
Telecom Operators as mentioned above.
ii.
iii.
Support Delivery Report Tracking and Notification back to the Mobile app.
iv.
5.2.1.2 IVRS
i.
Long code/Short code integration and configuration capability with major Telecom
Operators, as mentioned above, for Inbound Call Services.
ii.
iii.
OBD CLI configuration & integration capability with major Telecom Operators, as
mentioned above, for OBD Services.
Accepting MSISDN forwarding for Mobile Web / Smart Client app for user
authentication supported by PIN or alternative methods.
5.2.1.4 Others
a. The platform should have necessary integration to lookup Circle/Operator
information by MSISDN.
b. Comply with TRAI guidelines.
c. Support Configurable retry mechanism based on the error code at Telco Integration
Level, Service Level.
d. Flexible Traffic Management solution to handle events surge in the usage.
e. Support advanced queuing mechanisms to route traffic with different priority as per
the business requirement.
f. Example: Shall support different queue for incoming/outgoing message forwarding,
example: queue 1 is for Department1, 2 and 3, queue 2 for deapartment4, 5 and
queue 3 for department6, default queue for others.
g. Platform integrations should be configured for High Availability.
h. If connection is not available, the UMANG platform must be able to buffer the
messages going to, and handle the additional incoming traffic once SMSCs are up.
This buffer must be configurable.
i.
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5.2.2
The Security & Authentication will be responsible for authenticating user and granting him
permissions based on his roles and responsibilities.
i.
The UMANG platform shall support Aadhaar based authentication for requisite
Departmental Services and shall be linked with citizen mobile number which are
provided voluntarily to the platform.
ii.
iii.
The verification log and analytics should be used for strengthening the
authentication systems.
iv.
5.2.3
Citizens can also upload and securely store the scanned copies of legacy documents in
Digital Locker. A user can share these electronic certificates online with various
departments and agencies registered on Digital Locker while applying for the services
provided by them. Thus, Digital Locker brings the citizens, issuers and requestors on one
platform.
Further, Digital Locker system is based on open APIs which are published on their portal
www.digilocker.gov.in . UMANG shall integrate with DigiLocker and enable
i.
ii.
Informing user of any document, related to the service availed on UMANG, URI of
which has been made available on DigiLocker.
5.2.4
This is the core transaction management module of the UMANG platform, all the messages
will be routed through transaction management module for further processing.
Transaction management module will interact with external systems for verification &
presentment of the information, will interact with payment module for handing over the
information for payment processing, other modules for various types of verifications.
Transaction management will also be responsible for calling business rules API for
checking various business rules as well as with service charges module for calculation of
transaction charges prior to sending the transaction for further processing.
The UMANG platform should have ability to keep all transaction logs of the users and make
it available in a common place as a transaction history. The user should be able to open
individual transaction details in a standard format like PDF, html, text or other formats and
also can push the details to an email ID/registered email ID to keep an email record and for
printout purpose.
The transaction history should have all but not limited to the following information:
i.
Service Name
ii.
iii.
Transaction ID
iv.
Transaction amount
v.
vi.
Common interface for transaction history should provide transaction trends and
graphs for user reference
5.2.5
The UMANG platform will provides great opportunity for various Government departments
as well as businesses to promote their services and reach out to a significant portion of the
population in an effective manner. Government departments spend significant amount of
resources to provide the information to the citizen this includes education, awareness
building and promotions. The module shall have the ability to send information / messages
to the citizen, business, government employees and agencies as part of the transaction (i.e.
part of SMS receipt for payment transaction, part of status update from department, during
IVR or outbound call, as part of mobile web etc.) or as a separate totally independent
process as required by the government. Promotion should also be possible thorugh alerts
on the UMANG App.
5.2.6
The UMANG platform needs to provide well defined, open standards based, well published
APIs for various entities (departments, business, developer community) to consume and
integrate with the UMANG. In order for UMANG to enable services, it needs to be integrated
with various departments IT services (two way integration where UMANG calls
department API and department API calls UMANG API), the information exchange can be
either push or pull based depending on the need. The application integration layer should
provide a step by step process for the departments to integrate with the UMANG APIs to Menable their services. At a broad level the UMANG shall have Pre-Processing API, PostProcessing API and Business Logic API (which may be broken into business logic and
payment API wherever required).
Apart from open standards based web-services, the integration module should support
data exchange based on XLS, XML, delimited text and other acceptable and widely used
34 | P a g e
formats. The integration module should also provide an online and batch mode integration
facility. Integration with popular social networking sites like Facebook, Twitter and
Google+ using the published API as well as integration with mail server would be required.
Any new service enabled on UMANG will need to be notified/ popularized via Twitter,
Facebook, Google+ or any other social media platform.
The integration module will need to be integrated with state and national portal / platform.
The API Layer of UMANG platform should offer the following feature
i.
Provide a common API layer or equivalent to support for faster and seamless
integration.
ii.
Support for various data formats like XLS, XML, CSV, Delimited based, and Text.
iii.
iv.
UMANG shall have plugin based architecture for integrating with various
government departments and 3rd party integration while supporting department
API in SOAP/XML/Rest/HTTP formats.
v.
5.2.7
The UMANG platform needs to support a work flow based system which can be
configurable and will support necessary business logics to support various business
requirements.
5.2.8
The UMANG platform needs to provide comprehensive functional and data security. The
functional security can be achieved by enabling role and permissions based delegation
model. The data security can be achieved by business logic or by way virtualization of the
data.
5.2.9
UMANG platform is going to have multiple loosely coupled modules to facilitate scalability
and management of the solution. UMANG needs to have high availability and load balancing
35 | P a g e
built into it. Apart from the core modules of UMANG, it shall be integrated with various
external entities like payment gateways, banks, telecom operators, SMS aggregators and
departments as well as businesses.
The real time monitoring and management of the UMANG using single portal is key to
provide uninterrupted and high available service to the citizen and businesses across the
country.
UMANG should have provision for Remote Application Monitoring.
5.2.10 Analytics, MIS Reporting and Dashboard
The UMANG platform need to provide extensive parameterized reporting facility for both
department users and administrators to run various reports from time to time. It should
support MIS reports for all but not limited to the given below items:
i.
ii.
iii.
Reports for payment transactions with split of various payment modes like netbanking, credit card, debit card, IMPS, Wallet etc.
iv.
Number of hits on various channels (channel wise split) like IVR, Pull SMS, Mobile
Web, Smart Client.
v.
vi.
vii.
It should provide service wise reports for Push SMS showing the number of
successful and failed SMS from UMANG
viii.
The Partner Agency is required to provide Help Desk module for customer support
function, Application Management Module for application management and SLA
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monitoring. The Help Desk module shall be used by the Partner Agency to manage the
customer ticketing and life cycle.
The SLA monitoring tool shall have the ability to track the SLAs as described in the RFP at a
minimum; the monitoring tool shall have the ability to generate the necessary reports. The
SLA monitoring tool shall have the ability to export or import the necessary data.
The application monitoring tool shall help Partner Agency and NeGD manage and monitor
UMANG and related components of UMANG effectively. The tool shall monitor the services
and unified portal.
The Partner Agency should provide an integrated Customer care support interface where
the customer care centre can view transactions of the citizen for better coordination and
support to the citizen.
The customer support should be able to help user in the following ways:
i.
Inform exact status of the transaction based on his mobile number. The customer
care support should be able to recognize the person based on the number he is
calling from and get an access to his transaction details.
ii.
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ii.
iii.
iv.
ii.
iii.
iv.
ii.
Pointer Based: Key-based navigation controls a pointer that can cover any part of
the screen;
iii.
Touch Based: Events are related directly to a finger or stylus touch position on the
screen.
Enabling deep links (e.g. to the content of a specific email) means the user can
bookmark this view and return to it quickly;
ii.
Standardized URI schemes have been defined for some common device functions, e.g.
making phone calls, sending an SMS, and managing address books. These URI schemes, if
supported, can enable users to easily use these functions from applications.
6.1.8 Ensure Paragraph Text Flows
On small screens it is important that paragraph text flows both so that it doesn't require
horizontal scrolling and so that it will re-flow if the view orientation is changed.
6.1.9 Ensure Consistency of State between Devices
User credentials valid on one device should be valid on other devices. User preferences
captured on one device should be accessible on other devices. Data updated on one device
should be viewable consistently on other devices.
An important example of this is offering a consistent experience where data entered on a
desktop is available on a mobile and vice versa.
6.1.10 Consider Mobile Specific Technologies for Initiating Applications
Network-initiated content delivery ("push") methods allow notifications and updates to be
sent to the user even when they are outside of the application context.
6.1.11 Use Meta Viewport Element to Identify Desired Screen Size
Certain classes of browser attempt to display desktop pages on a small screen by
automatically zooming the display. This can be problematic for applications that have
already been optimized for a small screen. The viewport meta tag tells the device at what
scale to render the page.
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A onetime user registration page should be provided on App and Mobile web so that
information can be collected and edited at a later date by the citizen. Profile Manager
should have at least the following features:
i.
ii.
Pre-population of user data wherever required in the service work flow. For
example, once user has registered himself/herself, he/she need not enter his
name, address etc. in an particular application or form filling.
iii.
Language setting can be done in profile manager so that the user need not opt for
his preferred language each time he uses the services.
iv.
By sourcing user data from different sources, identifying newer target segments,
discovering hidden patterns and profiling citizens behavior, government departments can
usher themselves into unique data driven user management environment. They can then
leverage citizen centric user data as a strategic asset to:
i.
ii.
iii.
Smart client app should be enabled on Android, iOS, Windows or any other platform as
required. The features in the Mobile portal should closely match the features in the mobile
app and integrate with the same API integration layer of UMANG.
Following are some of the features that should be enabled through the UMANG:
41 | P a g e
i.
The app should provide quick and responsive experience even with limited
bandwidth and pages as required should be locally cached on the device.
ii.
It should work on both online and offline mode wherever the pages are locally
cached. It would need connectivity only when it requires calling an API. Further, it
has to be ensured that the cached data is not exposed to any 3rd party in any form.
iii.
It should work on all Android, iOS and Windows devices with the versions of
operating systems released by them in last three years from the date of work
order and all future releases.
iv.
The App should support security features such as mobile OWASP and should pass
security testing by a third party.
v.
It should support device elements such as accelerometers for enabling apps which
works on motion/shaking. Example: Women safety app which can trigger
notification based on shaking the device
vi.
It should be able to use the device features to capture data like Images, Bar-codes,
Audio, Videos, GPS, Document pages along with date and time stamping and be
able to sync these to the server.
vii.
It should also allow to upload stored data from the device like media files (image,
audio, video), PDF etc.
viii.
6.3.2
Mobile Web portal should support all device form factors like mobile, tablet, desktop etc.
through a responsive screen. It should be Operating System and device agnostic. Following
should be the features supported by Mobile Web:
i.
It should work on all mobile and tablet form factors by recognizing the device
details automatically.
ii.
It should be OS agnostic (at least all standard OS like iOS, Android, Blackberry, and
Windows)
iii.
It should work on all standard browsers like IE, Chrome, Safari, Firefox etc.
iv.
v.
vi.
vii.
The user experience of the citizen on the Mobile Portal and App should be similar
in terms of look and feel, navigation, menu and access to preferences and other
data.
viii.
6.3.3
A mobile portal as well as apps should be able to provide services at low bandwidths also.
For this, the mobile app and portals should be tuned for low bandwidths to facilitate access
of services by users when bandwidth is low.
6.3.4
Pull SMS
In Pull SMS services, citizen sends an SMS to a short/long code along with a keyword and
text which will be routed to a configured service. The service can send back a response
through the same short code/long code as per the service logic. This type of service is
mainly used for informational service where the citizen wishes to track or obtain
information. The syntax for the service will be made available through a help menu or as
response, if the citizen sends a wrong format request. Validation of the request sent by the
citizen shall be done by the service business logic.
Pull SMS services can be of 2 types:
i.
One way pull SMS: Here the citizen uses to either capture data or report any event.
Example: citizen provides his feedback on SMS
ii.
Two way or transactional Pull SMS services: Here the citizen goes through series
of interaction through pre-defined syntaxes to either seek information and/or do
a payment transaction.
6.3.5
Push SMS
UMANG should provide interfaces to departments and authorized users to send SMS
messages to citizens. Though push SMS service is envisaged for transactional service
however, it should support both transactional and promotional Push SMS services. It
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should support sender ID for required departments as per the TRAI guidelines. It should
support following ways of Push SMS services:
i.
API based: UMANG should provide a standard API to the Departments to avail SMS
services and support text, binary and Unicode messages.
ii.
Bulk Push through UI: UMANG should provide a user interface to the Departments
to add messages and user mobile numbers to push any bulk SMS. This should be
possible through file upload as well as FTP access to files. This should allow
scheduling the messages as well as replacement of parameters so that customization
is possible.
6.3.6
This Module shall support building Interactive Voice Response call flows that can be linked
to both Inbound and Outbound calls. When a call lands on to the configured numbers or
extensions, the IVR system should use both the called party and calling party numbers and
allow the calling citizen to navigate the configured services using key press (DTMF) with
cut through facility during announcements.
It should also be possible for the system to use preferences of the citizen in terms of
language as well as other data to make it simpler to access and utilize the services. The
calling party number should be used as the citizen identity and allow service related data to
be retrieved and used so that the citizen need not enter data again.
It should be possible through a graphical interface to be able to add new flows/modify
existing flows/ change prompts and publish these immediately without having the take the
services down.
The UMANG platform should generate extensive logs that will track the user navigation and
the options selected for audit purposes.
The IVR application shall integrate with the common API integration layer for any
department service interaction and shall support integration with other message channels
such as SMS to allow messaging through those channels.
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The Outbound Dialer System shall be able to initiate calls to the list of mobile numbers that
can be configured by any department. It shall be possible for the department to specify a
prompt as well as a call flow either through the Application Call flow UI or through VML.
An API shall also be provided so that departments can initiate Voice call to a number with
linked prompt or call flow that has been configured on the system.
Reporting should be provided that indicates the number of successful calls, failures with
reasons as well as the menu traffic for a given period.
6.3.7
Partner Agency has to manage the Call centre for voice calls. All the expenses, except
charges for PRI line, in running the call centre operations shall be borne by the Partner
Agency.
7 Implementation Approach
i.
NeGD will identify high usage e-gov applications of government and private sectors
across centre and all states with huge social impact. These services would be the
ones which will be integrated to UMANG platform to start with.
ii.
The services offered through UMANG platform shall primarily be public services.
Though, citizen centric services from private businesses with very high relevance
and as decided by NeGD from time to time shall also be brought on the UMANG
platform. No payment (for SMS, Convenience Fees, API or any other charges.) shall
be paid by NeGD to the Partner Agency for enabling the citizen centric services
provided by private entities.
iii.
Taking cognizance of the fact that already few departments have taken some steps
in the direction of mobile enablement and also, that few similar platforms have been
already deployed, UMANG platform shall have capabilities to integrate with such
platforms to enlarge the scope of services being delivered through the platform.
iv.
UMANG platform will be developed and deployed centrally and made available to
different states with a customized UI (logos, banners etc.) as decided by the states.
v.
vi.
NeGD will monitor the performance of the Partner Agency on different parameters
as explained in section 18.
Application Name
1.
National Scholarship
2.
3.
4.
CCTNS
5.
E-District
6.
Passport Seva
7.
E-Post
8.
9.
Transport - Vahan/Sarathi
10.
CBSE/State Boards
11.
E-Municipality
12.
IRCTC
13.
Utility Bills
14.
Ticket Booking
15.
16.
17.
Commercial Tax/GST
18.
PDS
19.
e-Court
20.
Land Records
21.
PF/NPS
46 | P a g e
22.
m-Kisan
23.
Disaster Management
9 Commercial Structure
9.1 Commercial Structure Components
Table 2: Components of Commercial Structure
Application Enablement
(Per Application)
Without
With
API
developm
ent
API
development
(in INR)
(in INR)
Platform
Fee
(one time
fee)
(in INR)
SMS Rates
(Push)
AMC
Change
Request Fee
(per successful
payment
transaction)
(per Man
Day)
(% of C)
(in INR)
(in INR)
(E)
(F)
(G)
(per successful
transaction)
(in INR)
Convenience Fee
(A)
(B)
(C)
(D)
replication) for the entire UMANG platform has to reside within the territory of India.
Finalization of the infrastructure as well as software requirements shall be done only after
due approval from NeGD.
On successful
On enablement of
On enablement of
On enablement
Cumulative 50
Cumulative 120
of Cumulative
live
applications on
applications on
200
UMANG
UMANG
applications on
UMANG
40 % C
+
(Application
20 % C
20 % C
20 % C
ii.
The platform is ready for API based integration with various government/private
citizen centric applications.
iii.
All the components of the platform as mentioned in section 5.2 are ready and
iv.
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Enablement of channels
Enablement of Payment
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100
8
Deductions
3
Channel Enablement
4
5
7
8
9
Channel
Pull SMS
IVRS
Mobile App with
push SMS
(transactional)
Pro-rated
Deduction Rate Deduction Amount
NA
0.00
10%
6.25 (5/8 * 10% * 100)
Nil (Mandatory)
NA
10
11
12
Done
13
18
0
6.25
Payments Enablement
4
5%
8.75
91.25
Partner Agency is required to provide the quotation for Application enablement Fees
where there is no need for API development (A). Application enablement is as
mentioned in section 4.15. The Partner Agency is required to provide the unit cost for
Application enablement in Indian Rupees.
9.6.2
For applications where APIs are not ready with the integrating department
application/back-end, APIs will have to be developed for the application in addition to
other Application enablement activities. In such cases the Partner Agency will have to
provide the quotation for development of APIs for all the services under that application.
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9.6.3
Pro-rata payment
In case, some services have ready APIs, the Application Enablement Fees shall be on a prorata basis:
[(No. of services for which API available * A) + (No. of services for which APIs developed *
B)/ Total number of services under the application].
1st year
2nd year
3rd year
50
70
80
Item
Rate
(per
successful
(D)
include the H/W requirement, bandwidth requirement, rack space, firewall and other
system components.
NeGD will require a proper, satisfactory explanation for the BoM proposed by the Partner
Agency.
10 Responsibility Matrix
Table 6: Responsibility Matrix
Responsibility
NeGD
Partner Agency
Department
Citizen
Partner Agency)
NeGD to provide
Infra (Cloud, Bandwidth etc.) through NIC
Maintenance and
DevOps
To be
developed/provided
by Partner Agency
To approve the
Anti-Virus, Certificates, Tools etc requirements.
Get approved by
NeGD. To provide. To
be a part of the
platform fees quoted.
Bill of Material to be
provided.
To develop and
maintain
To sign-off;
Give access to
the
application
back-end;
Approve
Talk to departments;
visit them;
requirement
gathering and study;
enablement work as
defined in the RFP
SMS
Place bill along with
usage data/proof as
per the RFP;
Allotment and
opening of short
Push (Transactional) (Rate to be code; Payment for
quoted by Partner Agency) SMS charges
Pull Allotment and
opening of short
Develop SMS
templates; get
approved by
departments; any
other SMS related
work
Develop SMS
templates; get
Approve SMS
templates;
Pay SMS
charges
53 | P a g e
code;
approved by
departments; any
other SMS related
work
Technical Integration
Co-ordination with
departments.
Provision for
charging convenience
fees. Reconciliation
and settlement.
To agree for
convenience
fees.
Payment Gateway
Co-ordinate with
Payment Gateway
Providers; Technical
Integration; Enable
payments for
services requiring
users to pay.
Reconciliation and
settlement. Any other
work as per the RFP.
To accept
integration;
Provide
necessary
details for
settlement
etc.
Change Request
Place requirements.
Place
requirements
to NeGD
Co-ordination
Provide
access
whenever
required.
Call Center
Convenience Fees
Application Audit
Yes
Use
To pay.
54 | P a g e
ii.
Responsible for integration with SMS Aggregator for SMS based Push & Pull
services.
iii.
The Partner Agency shall provide multi lingual support as mentioned in section
4.8(i).
iv.
UMANG platform will be hosted on DC and DR site in the NIC cloud or any other
DeitY empanelled cloud service provider on hot stand by mode so that in case of
a failure at DC the operations of UMANG platform shift to DR site without
affecting the availability of platform.
v.
vi.
vii.
viii.
ix.
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The Partner Agency will create and take a sign-off on the documents
required at various stages of SDLC including FRS (Functional Requirement
Specification) during UMANG development and maintenance and support.
It will be also responsible for regular updation of the documents as and
when required.
xi.
xii.
Will undertake all the tasks related to hosting, deployment and operation for
smooth functioning of UMANG platform on NIC Cloud or any other DeitY
empanelled cloud service provider, with due permission from NeGD.
xiii.
Partner Agency will be responsible for procuring all the necessary hardware
and software for deployment and running of UMANG project. Please refer
Annexure III for details on hardware and software that will be provided for if
UMANG is hosted on NIC cloud.
xiv.
xv.
Provide backup tapes/disks for periodic backup of the data, software and other
related configurations of UMANG platform in DC and DR.
xvi.
c. Help Desk personnel should be familiar with English, Hindi and all Indian
Regional Languages.
d. Help Desk should be available 24x7 from 8:00 AM to 8:00 PM.
xvii.
Work closely with NeGD to manage day to day relationship with telecom
operator, financial institutions, other government departments and any other
external entity as identified by NeGD for operationalization and management of
the platform.
xviii.
Appoint Payment Gateway and Banking partners for all Payment services like
Netbanking, Credit cards, Debit cards, IMPS, Telco Wallets etc..
xix.
Liaison with Payment Gateway and Banking partners and manage all necessary
day to day coordination with them.
xx.
xxi.
Will be responsible for getting all necessary sign offs and approvals from
Government Departments.
xxii.
ii.
57 | P a g e
iii.
iv.
Evaluate the bids received in response to UMANG Partner Agency Selection RFP
and support NeGD in selection of the Partner Agency.
v.
Provide Work Order to the Partner Agency before Partner Agency starts
Application on-boarding.
vi.
vii.
Responsible for drafting scope document for enabling services based on which
the Partner Agency will develop the services.
viii.
ix.
x.
Project evaluation and SLA monitoring and clearance of invoices raised by the
Partner Agency on time.
xi.
Facilitate in getting adequate space and racks in the NIC Data center and DR
Center to host the UMANG servers.
xii.
Evaluate Change Requests raised by the Partner Agency and ensuring timely
approval on the change request effort estimations.
xiii.
xiv.
Continuous monitoring of the project and evaluate the performance of the same
on regular intervals.
xv.
xvi.
Issue relevant Government Orders and guidelines with respect to any reforms or
Business process reengineering with defined Standard operating procedures
(SOP).
xvii.
Appoint 3rd party agencies for Security Audits or any other audit.
xviii.
xix.
xx.
xxi.
Interface with all Telecom operators for speeding up integration process and
coordinate with Telecom Ministry for getting short codes for SMS and toll free
for IVR.
xxii.
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13 Instructions to Bidder
13.1 Tentative Calendar of Events
Item #
Milestone
Days
1.
20/04/2016
2.
RFP Phase
Bidders
3.
Pre-Bid Conference
05/05/2016
4.
11/05/2016
5.
06/06/2016
representatives of the shortlisted organizations may attend the pre-bid conference at their
own cost. The purpose of the conference is to provide bidders with information regarding
the RFP and the proposed solution requirements in reference to the RFP. Pre-Bid
Conference will also provide each bidder with an opportunity to seek clarifications
regarding any aspect of the RFP and the project.
of
requiring
number/ clarification
RFP Points
of
clarification
Required
page number)
All enquiries should be sent in writing through authorized signatory of the company
followed by word document in an email. NeGD shall not be responsible for ensuring that
bidders enquiries have been received by NeGD. However, NeGD neither makes any
representation or warranty as to the completeness or accuracy of the responses, nor does it
undertakes to answer all the queries that have been posed by the bidders. All responses
given by NeGD will be distributed to all the bidders, without displaying the name of bidders
who raised the queries.
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an
interpretation
of
the
provisions
of
this
RFP,
it
may
issue
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13.10
Interlineations in Bids
13.11
Proposals, in its complete form in all respects as specified in the RFP, must be submitted in
the tender box kept at the address specified below:
Name and Address: Telephone: Email: Last Date & Time of submission:
13.12
Late Bids
Bids received after the due date and the specified time (including the extended period if
any) for any reason whatsoever, shall not be entertained and shall be returned unopened.
13.13
Proposals must be direct, concise, and complete. NeGD will evaluate bidders proposal
based on its clarity and the directness of its response to the requirements of the project as
outlined in this RFP. Bidders shall furnish the required information on their technical and
commercial proposals in the enclosed formats only. Any deviations in format or if the
envelopes are not sealed properly, the tender will be liable for rejection.
13.14
Mode of Submission
Submission of bids shall be in accordance to the instructions given in the Table below:
Envelope
Instructions
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should
Commercials,
in
not
either
contain
explicit
any
or
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for
New-age
Governance
for
New-age
Governance
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Note: The outer and inner envelopes mentioned above shall indicate the name and
address of the bidder agency. Failure to mention the address on the outside of the
envelope could cause a proposal to be misdirected or to be received at the required
destination after the deadline.
NeGD will not accept delivery of proposal in any manner other than that specified in this
volume. Proposal delivered in any other manner shall be treated as defective, invalid and
rejected.
The bidders are requested to sign/ stamp across the envelopes along the line of sealing to
ensure that any tampering with the proposal cover could be detected.
The envelope with technical and commercial proposals should be submitted along with a
certified true copy of the corporate sanctions/approvals authorizing its authorized
representative to sign/act/execute documents forming part of this proposal including
various RFP documents and binding contract, at the address and time as specified in this
RFP.
The proposals shall be valid for a period of Six (6) months from the date of opening of the
proposals. A proposal valid for a shorter period may be rejected as non-responsive. On
completion of the validity period, unless the bidder withdraws his proposal in writing, it
67 | P a g e
will be deemed to be valid until such time that the bidder formally (in writing) withdraws
his proposal.
In exceptional circumstances, at its discretion, NeGD may solicit the bidder's consent for an
extension of the validity period. The request and the responses thereto shall be made in
writing.
13.15
Commercial Proposal
- In the commercial bid, the Bidder is expected to price for all the items and services it has
proposed in the Technical Proposal. NeGD, may seek clarifications from the Bidder on the
Technical Proposal. Any of the clarifications by the Bidder on the technical proposal should
not have any commercial implications. The Commercial Proposal submitted by the Bidder
should be inclusive of all the items in the technical proposal and should incorporate all the
clarifications provided by the Bidder on the technical proposal during the evaluation of the
technical offer.
- Unless expressly indicated in this RFP, bidder shall not include any technical information
regarding the services in the commercial proposal. Additional information directly relevant
to the scope of services provided in the RFP may be submitted to accompany the proposal.
However, this information will not be considered for evaluation purposes. All the Prices/
Commercials shall be quoted entirely in Indian Rupees for preparation of Commercial
Proposal against this RFP. The bidder must provide the Commercial Proposal in hard copy
only and should not comprise of any direct/ indirect conditions. It is required that the all
the proposals submitted against the RFP should be unconditional.
13.15.1 Correction of Error
Bidders are advised to exercise adequate care in quoting the prices. No excuse for
corrections in the quoted figures will be entertained after the commercial proposals are
received by NeGD. All corrections, if any, should be initialled by the person signing the
proposal form before submission, failing which the figures for such items may not be
considered.
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The Bidder shall quote a price for all the components, the services of the solution to meet
the requirements of NeGD. All the prices will be in Indian Rupees
No adjustment of the price quoted in the Commercial Proposal shall be made on account of
any variations in costs of labour and materials, currency exchange fluctuations with
international currency or any other cost component affecting the total cost in fulfilling the
obligations under the contract
The price quoted in the Commercial Proposal shall be the only amount payable to the
successful Bidder for completion of the contractual obligations by the successful Bidder
under the Contract, subject to the terms of payment specified as in the proposed
commercial bid or the one agreed between NeGD, and the Bidder after negotiations. The
price would be inclusive of all taxes, duties, charges and levies as applicable.
The prices, once offered, must remain fixed and must not be subject to escalation for any
reason whatsoever within the period of the validity of the proposal and the contract. A
proposal submitted with an adjustable price quotation or conditional proposal may be
rejected as non-responsive.
Bidder should provide all prices, quantities as per the prescribed format given in Format
for Bid Response Commercial Bid. Bidder should not leave any field blank. In case the
field is not applicable, Bidder must indicate 0 (zero) in all such fields.
It is mandatory to provide the break-up of all components in the format specified for
detailed Bill of Material. The commercial bid should include the unit price and proposed
number of units for each component provided in the Bill of Material in the commercial bid.
In case of a discrepancy between the Bill of Material and the commercial bid, the
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commercial bid remains valid. In no circumstances shall the commercial bid be allowed to
be changed / modified.
The price should be quoted inclusive of all taxes and levies (Local Octroi and all other
taxes) All the taxes of any nature whatsoever shall be borne by the Bidder including any
additional taxes/levies due to change in tax rates through the validity of the bid and
contract.
All costs incurred due to delay of any sort, shall be borne by the Bidder.
NeGD, reserves the right to ask the Bidder to submit proof of payment against any of the
taxes, duties, levies indicated within specified time frames.
13.16
Language of Proposals
The proposal and all correspondence and documents shall be written in English. All
proposals and accompanying documentation will become the property of NeGD, and will
not be returned.
13.17
This RFP is not an offer and is issued with no commitment. NeGD, reserves the right to
withdraw the RFP and change or vary any part thereof at any stage. NeGD, also reserves the
right to disqualify any bidder should it be so necessary at any stage.
Timing and sequence of events resulting from this RFP shall ultimately be determined by
NeGD.
No oral conversations or agreements with any official, agent, or employee of NeGD, shall
affect or modify any terms of this RFP and any alleged oral agreement or arrangement
made by a bidder with any department, agency, official or employee of NeGD, shall be
superseded by the definitive agreement that results from this RFP process. Oral
communications by NeGD, to bidders shall not be considered binding on it, nor shall any
written materials provided by any person other than NeGD.
Neither the bidder nor any of the bidders representatives shall have any claims
whatsoever against NeGD or any of their respective officials, agents, or employees arising
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out of or relating to this RFP or these procedures (other than those arising under a
definitive service agreement with the bidder in accordance with the terms thereof).
Until the contract is awarded and during the currency of the contract, bidders shall not,
directly or indirectly, solicit any employee of NeGD, to leave NeGD, or any other officials
involved in this RFP process in order to accept employment with the bidder, or any person
acting in concert with the bidder, without prior written approval of NeGD.
13.18
All proposals and accompanying documentation of the Technical proposal will become the
property of NeGD, and will not be returned after opening of the technical proposals. The
commercial proposals that are not opened may be returned to the bidders. NeGD is not
restricted in its rights to use or disclose any or all of the information contained in the
proposal and can do so without compensation to the bidders. NeGD shall not be bound by
any language in the proposal indicating the confidentiality of the proposal or any other
restriction on its use or disclosure.
13.19
No proposal may be withdrawn in the interval between the deadline for submission of
proposals and the expiration of the validity period specified by the bidder on the proposal
form. Entire bid security may be forfeited if any of the bidders withdraw their bid during
the validity period.
13.20
Non-Conforming Proposals
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13.21
Disqualification
The proposal is liable to be disqualified in the following cases or in case bidder fails to meet
the bidding requirements as indicated in this RFP:
1. Proposal not submitted in accordance with the procedure and formats prescribed in
this document or treated as non-conforming proposal
2. During validity of the proposal, or its extended period, if any, the bidder increases
his quoted prices
3. The bidder qualifies the proposal with his own conditions
4. Proposal is received in incomplete form
5. Proposal is received after due date and time at the designated venue
6. Proposal is not accompanied by all the requisite documents
7. If bidder provides quotation only for a part of the project
8. Information submitted in technical proposal is found to be misrepresented,
incorrect or false, accidentally, unwittingly or otherwise, at any time during the
processing of the contract (no matter at what stage) or during the tenure of the
contract including the extension period if any
9. Commercial proposal is enclosed with the same envelope as technical proposal
10. Bidder
tries
to
influence
the
proposal
evaluation
process
by
13.22
Conflict of Interest
Bidder shall furnish an affirmative statement as to the absence of, actual or potential
conflict of interest on the part of the Bidder or any prospective subcontractor due to prior,
current, or proposed contracts, engagements, or affiliations with NeGD/DeitY. Additionally,
such disclosure shall address any and all potential elements (time frame for service
delivery, resource, financial or other) that would adversely impact the ability of the Bidder
to complete the requirements as given in the RFP. Please use form given in Format Other
Formats for making declaration to this effect.
Parameter
Legal Entity
Criteria
Evidence to be Submitted
2008
and
Copy
of
Registration
amendments thereto
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India
2
Turnover
operations
with
minimum
by
Chartered
Experience
IT Applications
Certificates
(Certified
by
and
CS/independent auditor of
mobile applications
the
bidding
Work
entity);
Order
OR
Phase
entity/client
certificate
4
Blacklisting
letter
by
Govt.
of company's
signed
letter
by
head
companys
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The technical bids shall be evaluated and will be given marks based on the following
criterion:
#
Category
1 Projects involving
Marks
10
3 projects 6 marks,
4 to 8 projects 8 marks
Marking procedure
services on Mobile
3 projects 10 marks,
4 to 8 projects 12 marks
Application/Mobile Web
30
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capabilities/features required
under UMANG
10 marks
5 marks
5 marks
5 marks
Payment Gateway
5 marks
IVRS
4 Presentation on understanding of
15
10
1 L/month 4 marks
1-2 L/month 6 marks
bidder/consortium partner
IVR system.
7 No. of applications/back-end
integrated
15
5-10 5 marks
11-20 8 marks
> 20 10 marks
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Category
Mobile Governance Solution Offered by Bidder (15 Marks)
Marks
i.
ii.
iii.
iv.
0.5
1
0.5
i.
ii.
iii.
iv.
v.
1
1
1
1
2
2
i.
ii.
iii.
Total
1.5
1.5
1
15
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The bidder has to get minimum 70 marks to qualify for the commercial evaluation. The
technical Evaluation criteria can be met by the consortium as a whole.
14.2.2 Financial Evaluation
The financial bids of only the bidders who have secured required score in the technical
evaluation will be considered for the financial bid evaluation. The financial proposal
evaluation will be based on L1; the lowest cost (Q) is the winning bidder decided on the
following calculation (Refer Table1 for definitions of A, B, C, D, E,F and G):
Q = 40 * A + 160 * B + C + 170000000 * D + (E * 3/100) * C + 16000000 * F + 2000 * G
Components
Application Enablement
Platform
Fee
SMS Rates
(Push)
AMC
Convenience
Fee
Change
Request Fee
(per
successful
payment
transaction)
(Per Application)
Estimates
for L1
evaluation
(one time
fee)
Without
With
API
developmen
t
API
developmen
t
(in INR)
(in INR)
(in INR)
(in INR)
(% of
C)
(in INR)
(in INR)
(A)
(B)
(C)
(D)
(E)
(F)
(G)
No. of
No. of
No. of man
days = 2000
(per
successful
transaction)
No. of
No.
transactions
payment
Application
Applications
transactions =
= 40
= 160
170000000
16000000
(17Cr.)
(16 lakhs)
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(For details of the above estimated transactions, used for L1 evaluation, please see Annexure C.
However, the actual figures may vary during the project period. Bidders are advised to do respective
due diligence for the transaction estimates).
To facilitate evaluation of bids, NeGD, at its sole discretion, may seek clarification in writing
from any bidder regarding the bid.
Final choice of firm for the project shall be made on the basis of conformity to pre
qualification, appropriateness of the financial offer from point of view of cost effectiveness
over the entire period for the services and capability of the firm to execute and service the
project.
14.4 NeGDs Right to Accept Any Proposal or Reject any or all proposals
a. NeGD reserves the right to accept or reject any bid, and to annul the bidding process
and reject all bids at any time prior to award of contract, without thereby incurring
any liability to the affected.
b. NeGD may at their sole discretion and at any time during the evaluation of Proposal,
disqualify any bidder, if the bidder has:
15 Award of Contract
15.1 Award Criteria
NeGD will award the Contract to the successful bidder whose proposal has been
determined as the best value proposal based on Technical and Financial evaluation criteria
and accepted by NeGD.
15.2 NeGDs Right to Accept Any Proposal and to Reject Any or All
Proposals
NeGD, reserves the right to accept or reject any proposal, and to annul the tendering
process and reject all proposals at any time prior to award of contract, without thereby
incurring any liability to the affected bidder or bidders or any obligation to inform the
affected bidder or bidders of the grounds for NeGDs action.
NeGD will hold the license for the full project period of proprietary component/s, if
any, under UMANG. Further the IPR of all the system and application Softwares
(other than the proprietary component) that are part of the UMANG and any
derivative works, modifications, enhancements or improvements to the software or
its related source code or and documentation and also all copyrights and
trademarks. Details of IPR are provided in MSA.
ii.
Department to own APIs along with source code and other relevant artefacts such as
documentation etc. developed for them by the Partner Agency.
discretion, withhold any payment until the completion of the contract. NeGD may also
deduct from the Bidder as agreed, liquidated damages to the sum of 0.5% of the contract
payment due against the milestone/s which got delayed/undelivered (see table below for
example) for every week of delay or part of a week (on a pro-rata basis), subject to the
maximum value of the Liquidated Damages being not more than 10% of the value of
payment due against the delayed milestone/s. The right to claim any liquidated damages
shall be without prejudice to other rights and remedies available to NeGD, under the
contract and law.
S. No
Milestone
1.
Delay in Platform Deployment and 0.5 % of {40% of C(Platform Cost)} for every
Go-Live.
2.
week of delay.
4.
week of delay.
3.
week of delay.
week of delay.
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17 Timelines
Item #
Milestone
Days
1.
20/04/2016
2.
RFP Phase
Bidders
3.
Pre-Bid Conference
05/05/2016
4.
11/05/2016
5.
06/06/2016
Development Phase
6.
7.
T0
applications)
8.
T0+90=T1
Implementation Phase
9.
T0 + 1 year
10.
T0 + 2 years
11.
T0+ 3 years
T1 onwards
*These are tentative dates and subject to all approvals from competent authority
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18.4 Performance
The UMANG platform is aimed to bring the citizen closer to the government by enabling
various G2C/B2C, G2B, G2E, G2G services. Consistent and timely delivery of services is
critical for the success of the platform. It is critical to size the platform and the various
components to deliver the services as per the performance parameters defined in the
subsequent sections.
Severity Description
Level
1
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18.6.2 PENALTY
The penalty for not meeting the SLA is linked to the severity level of the breach of the SLA.
The penalty is applicable if the services are down entirely due to the platform and within
the bounds of the platform. Following are the penalties assigned for not meeting the
expected service levels:
Severity
Level
month
5%
3%
1.5%
0.5%
Total penalty for a month is capped to 20% of the Monthly Payment. The cap will be
increased to 30% if the penalties exceed 20% in two consecutive quarters.
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Baseline
receiving
the
99.5%
(1).
request
of
the
requests
1 Breach
2 Breach
3 Breach
4 Breach
<= 2 Seconds
<= 2
for 98% of
the requests
requests
requests
requests
<=5 Seconds
<= 5 Seconds
<= 5 Seconds
<= 5 Seconds
the
upon
request
of
the
for
99.5%
requests
of
requests
requests
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*Service time excludes time taken by external systems like payment gateway, departments or any other issue beyond the control of the
Partner Agency etc
1) Transaction logging module to have ability to record the IN & OUT time at each step of the txn, extracting the data and providing it in the
user readable format is the responsibility of the PARTNER AGENCY.
Baseline
99.90%
2 Breach
Up to 99.5%
<
99.5
3 Breach
%
>=98%
Up to 99.5%
<
99.5
>=98%
4 Breach
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Scheduled downtime(if required) for system maintenance will be for 3 hours from 1 am to 4 am on Sundays and will have to be notified 7
days in advance.
Baseline
Level 1
Breach
26- 50
Breach Level
Level
Applicabl
3
Applic >50
4
e
25
100
100-125
2
able
16 Hours >16 and < 24 2
Hours
>125
3
> 24 and 3
<=
32
Hours
>72 and 2
<96
Hours
Level 3 Severity
Breach Level
Applicabl
N/A
N/A
e
>150
>=32
Hours
4
4
>=96
Hours
P0 The bug which results into the user not being able to complete the business transaction / activity
P1 The bug which impacts the functionality, the business process is delivered at a sub-optimal level or workaround for the identified issue
is possible without significant inconvenience to the user or loss of required functionality
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18.10
Description
Baseline Level 1
Severity
Level 2
Severity
Level 3 Severity
Breach
Level
Breach
Level
>=99%
98-99%
Applicabl
2
97-98%
e
Applicabl
3
< 97%
e
>=99%
98-99%
97-98%
< 97%
>=99%
98-99%
97-98%
< 97%
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RESOLVED: The ticket is resolved and closed with appropriate resolution comments and reason code. Closed means Resolved to the
satisfaction of the citizen, Invalid Request, Duplicate Request, Request identified as future product requirement etc, NeGD and PARTNER
AGENCY to work together to define Support Ticket Life Cycle status codes during implementation phase.
Partner Agency to deploy a defect management tool.
Baseline
Delivery of Change
(from
scoping
to
Severity
Severity
Severity
Level 1 Breach
As per the
Upto 10% of
agreement
Delay
30% of Delay
50 % of Delay
Severity
Delay
implementation)
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19 Payment Schedule
i.
ii.
iii.
iv.
v.
Payment to be made after taxes deducting penalties as per the SLA calculation
subject to verification of the supporting documents by NeGD.
End of Part 1
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THIS AGREEMENT is made on this the <***> day of <***> 2016 at <***>, India.
BETWEEN
<*****>
AND
<***>, a Company registered under the Companies Act, 1956, having its registered office at
<***> acting through <***>, authorized through Power of Attorney dated <***> to sign the
document (hereinafter referred to as, Partner Agency which expression shall, unless
excluded by or repugnant to the context, include its successors/ administrators/ assignees)
on the second part.
Each of the parties mentioned above are collectively referred to as the Parties and
individually as a Party.
WHEREAS:
1. NeGD is desirous to implement the Unified Mobile Application for New-age
Governance (UMANG), an initiative of National e-Governance Division (NeGD).
2. In furtherance of the same, NeGD undertook the selection of a suitable Partner
Agency through a competitive bidding process for implementing the Project and in
this behalf issued Request for Proposal (RFP) dated <*****> .
3. The successful bidder has been selected as the Partner Agency on the basis of the
Bid Details set out in the Request For Proposal to undertake the Project of the
development and implementation of UMANG, its roll out and sustained operations.
NOW THEREFORE, in consideration of the mutual covenants, promises, assurances,
representations and provisions set forth herein, the Parties hereto agree as follows:
93 | P a g e
1.1.1 Definitions
Agreement
Application
Applicable Law(s)
Application Downtime
Business Hours
Confidential Information
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Control
Deliverables
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Material Breach
Parties
Performance Guarantee
Project
Project Implementation
Required Consents
98 | P a g e
Service Level
SLA
99 | P a g e
Software
Stakeholders
1.1.2 Interpretation
In this Agreement, unless otherwise specified:
a) References to Clauses, Sub-Clauses, Paragraphs, Schedules and Annexure are to
clauses, sub-clauses, paragraphs, schedules and annexure to this Agreement;
b) Use of any gender includes the other genders;
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Subject to express terms to the contrary, the rights and obligations under this Agreement
shall take effect only upon fulfilment of all the Conditions Precedent set out below.
However, NeGD or its nominated agencies may at any time at its sole discretion waive fully
or partially any of the Conditions Precedent for the Partner Agency. The time for fulfilling
the conditions precedent will be decided by mutual agreement between both the Parties.
1.2.2
The Partner Agency shall be required to fulfill the Conditions Precedent which are as
follows:
- To provide a Performance Security/Guarantee and other guarantees/ payments as and
when required to the NeGD or its nominated agencies;
- To provide NeGD or its nominated agencies certified true copies of its constitutional
documents and board resolutions authorizing the execution, delivery and performance of
this Agreement by the Partner Agency
For the avoidance of doubt, it is expressly clarified that the obligations of the Parties except
the financial obligations of NeGD or its nominated agencies under this Agreement shall
commence from the fulfilment of the Conditions Precedent as set forth above.
1.2.3
The Parties may, by mutual agreement, extend the time for fulfilling the Term of this
Agreement.
For the avoidance of doubt, it is expressly clarified that any such extension of time
shall be subject to imposition of penalties on the Partner Agency linked to the delay
in fulfilling the Conditions Precedent.
1.2.4
-In the event that any of the Conditions Precedent of the Partner Agency have not
been fulfilled within 15 days of signing of this Agreement and the same have not
been waived fully or partially by NeGD or its nominated agencies, this Agreement
shall cease to exist; -In the event that the Agreement fails to come into effect/ ceases
to exist on account of non fulfilment of the Partner Agencys conditions precedent,
103 | P a g e
NeGD or its nominated agencies shall not be liable in any manner whatsoever to the
Partner Agency and NeGD shall forthwith forfeit the performance guarantee.
In the event that possession of any of NeGD or its nominated agencies facilities has
been delivered to the Partner Agency prior to the fulfilment of the Conditions
Precedent, upon the termination of this Agreement such shall immediately revert to
NeGD or its nominated agencies, free and clear from any encumbrances or claims.
The SLA shall be a separate contract in respect of this Agreement and shall be
entered into concurrently with this Agreement between NeGD and Partner Agency
In relation to any future SLA entered into between the Parties; each of the Parties
shall observe and perform the obligations set out herein.
Change of Control
a) In the event of a change of control of the Partner Agency during the Term, the
Partner Agency shall promptly notify NeGD and/or its nominated agencies of the
same. In the event that the net worth of the surviving entity is less than that of
Partner Agency prior to the change of control, NeGD or its nominated agencies may
within 30 days of becoming aware of such change in control, require a replacement
of existing Performance Guarantee furnished by the Partner Agency from a
guarantor acceptable to
The Project shall be governed by the mechanism of final acceptance testing and
certification to be put into place by the NeGD, guided by the following principles:
a) NeGD reserves the right to nominate a technically competent agency (Final Testing
and Certification Agency) for conducting final acceptance testing and certification;
b) Such Final Testing and Certification Agency will lay down a set of guidelines
following internationally accepted norms and standards for testing and certification
for all aspects of project development and implementation covering software,
hardware and networking including the processes relating to the design of solution
architecture, design of systems and sub- systems, coding, testing, business process
description, documentation, version control, change management, security, service
oriented architecture, performance in relation to compliance with SLA metrics,
interoperability, scalability, availability and compliance with all the technical and
functional requirements of the RFP and this Agreement;
c) The Final Testing and Certification Agency will be involved with Project from the
development stage to ensure that the guidelines are being followed and to avoid
large scale modifications pursuant to testing done after the application is fully
developed;
d) The Final Testing and Certification Agency may engage professional organizations
for conducting specific tests on the software, hardware, networking, security and all
other aspects;
e) The Final Testing and Certification Agency will establish appropriate processes for
notifying the Partner Agency of any deviations from the norms, standards or
guidelines at the earliest instance after taking cognizance of the same to enable the
Partner Agency to take corrective action;
f)
Such an involvement of and guidance by the Final Testing and Certification Agency
shall not, however, absolve the Partner Agency of the fundamental responsibility of
designing, customizing/ developing, installing, testing and commissioning the
various components of the Project to deliver the services in perfect conformity with
this Agreement
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The Partner Agency represents and warrants to NeGD or its nominated agencies that:
(a)
It is duly organized and validly existing under the laws of India, and has full
power and authority to execute and perform its obligations under this
Agreement and other agreements and to carry out the transactions
contemplated hereby;
(b)
(c)
It has taken all necessary corporate and other actions under Applicable Laws
to authorize the execution and delivery of this Agreement and to validly
exercise its rights and perform its obligations under this Agreement;
(d)
(e)
In providing the Services, it shall use reasonable endeavors not to cause any
unnecessary disruption to NeGDs normal business operations
(f)
This Agreement has been duly executed by it and constitutes a legal, valid
and binding obligation, enforceable against it in accordance with the terms
hereof, and its obligations under this Agreement shall be legally valid,
binding and enforceable against it in accordance with the terms hereof;
(g)
The execution, delivery and performance of this Agreement shall not conflict
with, result in the breach of, constitute a default by any of the terms of its
Memorandum and Articles of Association or any Applicable Laws or any
covenant,
contract,
(j)
(k)
It has complied with Applicable Laws in all material respects and has not
been subject to any fines, penalties, injunctive relief or any other civil or
criminal liabilities which in the aggregate have or may have an Adverse Effect
on its ability to perform its obligations under this Agreement;
(l)
107 | P a g e
(m)
1.4.2
NeGD or its nominated agencies represent and warrant to the Partner Agency that:
(a)
It has full power and authority to execute, deliver and perform its obligations
under this Agreement and to carry out the transactions contemplated herein
and that it has taken all actions necessary to execute this Agreement, exercise
its rights and perform its obligations, under this Agreement and carry out the
transactions contemplated hereby;
(b)
It has taken all necessary actions under Applicable Laws to authorize the
execution, delivery and performance of this Agreement and to validly
exercise its rights and perform its obligations under this Agreement;
(c)
It has the financial standing and capacity to perform its obligations under the
Agreement;
(d)
It is subject to the laws of India, and hereby expressly and irrevocably waives
any immunity in any jurisdiction in respect of this Agreement or matters
arising there under including any obligation, liability or responsibility
hereunder;
(e)
This Agreement has been duly executed by it and constitutes a legal, valid
and binding obligation enforceable against it in accordance with the terms
hereof and its obligations under this Agreement shall be legally valid, binding
and enforceable against it in accordance with the terms thereof;
(f)
The execution, delivery and performance of this Agreement shall not conflict
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(h)
(i)
(j)
All information provided by it in the RFP in connection with the Project is, to
the best of its knowledge and belief, true and accurate in all material
respects; and
(k)
Upon the Partner Agency performing the covenants herein, it shall not at any
time during the term hereof, interfere with peaceful exercise of the rights and
discharge of the obligations by the Partner Agency, in accordance with this
Agreement.
109 | P a g e
(a)
It shall perform the Services as set out in Annexure << >> of this Agreement
in a Request for Proposal for UMANG in a professional manner commensurate
with industry and technical standards which are generally in effect for
international projects and innovations similar to those contemplated by this
Agreement, and so as to comply with the applicable Service Levels set out
with this Agreement.
(c)
It shall ensure that the Services are being provided as per the Project
Timelines set out as Annexure << >> to this Agreement.
(d)
Agency to obtain the Required Consents. In the event that any Required Consent
is not obtained, the Partner Agency and NeGD or its nominated agencies will cooperate with each other in achieving a reasonable alternative arrangement as
soon as reasonably practicable for NeGD or its nominated agencies to continue to
process its work with as minimal interruption to its business operations as is
commercially reasonable until such Required Consent is obtained, provided that
the Partner Agency shall not be relieved of its obligations to provide the Services
and to achieve the Service Levels until the required consents are obtained if and
to the extent that the Partner Agencys obligations are not dependent upon such
Required Consents.
(c) Procured and/or renewed licenses should be in the name of NeGD.
of this agreement.
(c) Ensure that any instructions or manuals supplied by the manufacturer of the
Assets for use of the Assets and which are provided to the Partner Agency will be
faithfully followed by the Partner Agency and any person who will be responsible
for the use of the Assets;
(d) Take such steps as may be properly recommended by the manufacturer of the
Assets and notified to the Partner Agency or as may, in the reasonable opinion of
the Partner Agency, be necessary to use the Assets in a safe manner;
(e) Ensure that the Assets that are under the control of the Partner Agency, are kept
suitably housed and maintained in conformity with Applicable Law;
(f) Procure permission from NeGD or its nominated agencies and any persons duly
authorized by them to enter any land or premises on which the Assets are for the
time being sited so as to inspect the same, subject to any reasonable third party
requirements;
(g) Not, knowingly or negligently use or permit any of the Assets to be used in
contravention of any statutory provisions or regulation or in any way contrary to
Applicable Law; and
(h) Be responsible for undertaking comprehensive insurance including liability
insurance, system and facility insurance and any other insurance for the
personnel, Assets, data, software, etc.
safety and security guidelines which may be provided by NeGD or its nominated agencies
with notification to the Partner Agency in writing, provide the Partner Agency with:
(a) Reasonable access, in the same manner granted to NeGD or its nominated
agencies employees, to the location, twenty-four hours a day, seven days a week;
(b) Reasonable work space, access to office equipment as mutually agreed and other
related support services in such location and at other such NeGD locations, if any,
as may be reasonably necessary for the Partner Agency to perform its obligations
hereunder and under the SLA.
Access to locations, office equipments and services shall be made available to the Partner
Agency on an as is, where is basis by NeGD or its nominated agencies as the case may be.
The Partner Agency agrees to ensure that its employees, agents and contractors shall not
use the location, services and equipment referred to in this RFP for the following purposes:
(a) For the transmission of any material which is defamatory, offensive or abusive or
of an obscene or menacing character; or
(b) In a manner which constitutes a violation or infringement of the rights of any
person, firm or company (including but not limited to rights of copyright or
confidentiality); or
(c) For committing any unlawful act
1.9.1
Governance
The review and management process of this Agreement shall be carried out in
accordance with the Governance Schedule set out in Schedule IV of this Agreement
and shall cover all the management aspects of the Project.
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1.9.2
Use of Services
(a)
NeGD as the case may be or its nominated agencies, will use the Services in
accordance with any instructions or procedures as per the acceptance
criteria as set out in the SLA or this Agreement or any agreement that may be
entered into between the Parties from time to time;
(b)
NeGD or its nominated agencies shall be responsible for the operation and
use of the Deliverables resulting from the Services.
1.9.3
Changes
Unless expressly dealt with elsewhere in this Agreement, any changes under or to
this Agreement or under or to the SLA shall be dealt with in accordance with the
Change Control Schedule set out in Schedule I of this Agreement.
1.9.4
(a)
The Partner Agency shall comply with the directions issued from time to time
by the NeGD or its nominated agencies and follow the industry and statutory
standards related to safety and security (including those as stated in the RFP
Volume I), insofar as it applies to the provision of the Services.
(b)
(c)
(d)
(e)
As per the provisions of the SLA or this Agreement, the Partner Agency shall
promptly report in writing to the NeGD or its nominated agencies, any act or
omission which they are aware that could have an adverse effect on the
proper conduct of safety and information technology security related to the
Project and Services.
1.9.5
Cooperation
(b)
(c)
Further, each Party agrees to co-operate with the contractors and subcontractors of
the other Party as reasonably requested in order to accomplish the purposes of this
Agreement.
1.10 Finances
1.10.1 Terms of Payment and Service Credits and Debits
(a)
(b)
All payments are subject to the application of service credits and debits as
may be provided for in the SLA as mentioned in Part I of the RFP. .NeGD may
also calculate a financial sum and debit the same against the terms of
payment as a result of the failure of the Partner Agency to meet the Service
Level as defined in SLA.
(c)
Save and except as otherwise provided for herein or as agreed between the
Parties in writing, the NeGD shall not be required to make any payments in
respect of the Services (or, without limitation to the foregoing, in respect of
the Partner Agency performance of any obligations under this Agreement or
the SLA) other than those covered in in Part I of this RFP.
Subject to the specific terms of the SLA, the Partner Agency shall submit its
invoices in accordance with the following principles:
i.
ii.
(b)
The Partner Agency alone shall invoice all payments after receiving due
approval from the competent authority. Such invoices shall be accurate and
incorporate all adjustments to or changes in the terms of payment as stated
in Schedule V of this Agreement. The Partner Agency shall waive any charge
for a Service that is not invoiced within six months after the end of the month
in which the charge relating to such Service is authorized or incurred,
whichever is later.
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(c)
Payment shall be made on a quarterly basis after the receipt of invoice along
with supporting documents by the NeGD subject to penalties. The penalties
are imposed on the PARTNER AGENCY as per the SLA criteria specified in
this RFP.
(d)
(e)
(f)
The Partner Agency shall pay all its sub-contractors in a timely fashion so as
not to prejudice the Project.
1.10.3 Tax
(a)
NeGD or its nominated agencies shall provide Partner Agency with the
original tax receipt of any withholding taxes paid by NeGD or its nominated
agencies on payments under this Agreement. The Partner Agency agrees to
reimburse and hold NeGD or its nominated agencies harmless from any
deficiency including penalties and interest relating to taxes that are its
responsibility under this paragraph. For purposes of this Agreement, taxes
shall include taxes incurred on transactions between and among NeGD or its
nominated agencies, the Partner Agency and third party subcontractors.
(c)
In the event of any increase or decrease of the rate of taxes due to any
statutory notification/s during the Term of the Agreement the consequential
effect shall be to the account of the Partner Agency.
(d)
The Parties shall cooperate to enable each Party to accurately determine its
own tax liability and to minimize such liability to the extent legally
permissible. In connection therewith, the Parties shall provide each other
with the following:
a. any resale certificates;
b. any relevant information regarding out-of-state or use of materials,
equipment or services; and
c. Any direct pay permits, exemption certificates or information reasonably
requested by the other Party.
1.11 Termination
1.11.1 Material Breach:
(a)
If the Partner Agency is not able to deliver the services as per the SLAs
defined in RFP which translates into Material Breach, then NeGD may serve a
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7 days written notice for curing this Material Breach. In case the Material
Breach continues, after the expiry of such notice period, the NeGD will have
the option to terminate this Agreement. Further, NeGD may after affording a
reasonable opportunity to the Partner Agency to explain the circumstances
leading to such a delay take an appropriate decision.
(b)
(c)
NeGD may by giving a one months written notice, terminate this Agreement
if a change of control of the Partner Agency has taken place. For the purposes
of this Clause, in the case of Partner Agency, change of control shall mean the
events stated in Clause 1.2, and such notice shall become effective at the end
of the notice period as set out in Clause 1.2.
(d)
In the event that Partner Agency undergoes such a change of control, NeGD
may, as an alternative to termination, require a full Performance Guarantee
for the obligations of Partner Agency by a guarantor acceptable to NeGD or
its nominated agencies. If such a guarantee is not furnished within 30 days of
NeGDs demand, NeGD may exercise its right to terminate this Agreement in
accordance with this Clause by giving 15 days further written notice to the
Partner Agency.
(e)
The termination provisions set out in this Clause shall apply mutatis
mutandis to the SLA.
In the event that NeGD terminates this Agreement pursuant to failure on the
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part of the Partner Agency to comply with the conditions as contained in this
Clause and depending on the event of default, Performance Guarantee
furnished by Partner Agency shall be forfeited.
(b)
Upon termination of this Agreement, the Parties will comply with the Exit
Management Schedule set out as Schedule II of this Agreement.
(c)
In the event that NeGD or the Partner Agency terminates this Agreement, the
compensation will be decided in accordance with the Terms of Payment
Schedule set out as Schedule V of this Agreement.
(d)
On termination of this Agreement for any reason, the NeGD will decide the
appropriate course of action.
The NeGD may serve written notice on Partner Agency at any time to terminate this
Agreement with immediate effect in the event that:
(a)
(b)
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1.13 Indemnification
The indemnities set out in the above clause shall be subject to the following
conditions:
(a)
(b)
The Indemnified Party shall, at the cost of the Indemnifying Party, give the
Indemnifying Party all reasonable assistance in the Defense of such claim
including reasonable access to all relevant information, documentation and
personnel.
(c)
If the Indemnifying Party does not assume full control over the Defense of a
claim as provided in this Article, the Indemnifying Party may participate in
such Defense at its sole cost and expense, and the Indemnified Party will
have the right to defend the claim in such manner as it may deem
appropriate, and the cost and expense of the Indemnified Party will be
included in Losses;
(d)
Be entered into only with the consent of the Indemnified Party, which
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any
appropriate
confidentiality
agreement
prohibiting
The Indemnified Party shall account to the Indemnifying Party for all awards,
settlements, damages and costs (if any) finally awarded in favor of the
Indemnified Party which are to be paid to it in connection with any such
claim or proceedings;
(f)
The Indemnified Party shall take steps that the Indemnifying Party may
reasonably require to mitigate or reduce its loss as a result of such a claim or
proceedings;
(g)
(h)
If a Party makes a claim under the indemnity set out under clause mentioned
above in respect of any particular Loss or Losses, then that Party shall not be
entitled to make any further claim in respect of that Loss or Losses (including
any claim for damages).
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As used in this Agreement, a Force Majeure Event shall mean any unforeseeable act
or event that prevents the affected party from performing its obligations under this
Agreement or complying with any conditions required by the other Party under this
Agreement or complying with any conditions required by the other Party under this
Agreement if such act or event is beyond the reasonable control of and not the fault
of the affected Party and such Party has been unable to avoid such act or event by the
exercise of prudent foresight and due diligence. However, the following events shall
not constitute a Force Majeure Event and are solely the responsibility of the affected
Party:
o Strikes
o Collective bargaining agreements within the exclusive control of either Party
o Labor disputes of any kind
o Economic hardship
The burden of proof as to whether a Force Majeure event has occurred shall be upon
the Partner Agency claiming a Force Majeure Event.
1.14.3 Conditions
If either party is rendered wholly or partially unable to perform its obligations under
this Agreement because of a Force Majeure event, that Party will be excused from
whatever performance is affected by the Force Majeure Event to the extent so
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The affected Party, gives to the other Party written notice of the occurrence
of the Force Majeure Event as soon as practicable after the occurrence
thereof, and also gives to the other Party written notice describing in
reasonable details the particulars of such occurrence, including an estimation
of its expected duration and probable impact on the performance of such
Partys obligations hereunder, and thereafter continues to furnish timely
regular reports with respect thereto during the continuation of the Force
Majeure event
(b)
(c)
The affected Party shall use its best efforts to continue to perform its
obligations hereunder and to correct or cure the event or condition excusing
performance
(d)
Any event or occurrence that results materially from the gross negligence or
intentional acts of the affected Party shall not constitute a Force Majeure
Event
(b)
The Affected Party shall not be relieved from obligations under this
Agreement to the extent that the gross negligence or willful misconduct of
the affected Party contributes to or aggravates the Force Majeure Event
(c)
(a)
If the Force Majeure Event or its consequences extend beyond a period of six
months, this Agreement shall unless the Parties agree otherwise in writing,
stand terminated.
1.15 Confidentiality
a) NeGD or its nominated agencies shall allow the Partner Agency to review and utilize
highly confidential public records(if required) and the Partner Agency shall
maintain the highest level of secrecy, confidentiality and privacy with regard
thereto.
b) Additionally, the Partner Agency shall keep confidential all the details and
information with regard to the Project, including systems, facilities, operations,
management and maintenance of the systems/facilities.
c) NeGD or its nominated agencies shall retain all rights to prevent, stop and if
required take the necessary punitive action against the Partner Agency regarding
any forbidden disclosure.
d) The Partner Agency shall ensure that all its employees, agents and sub-contractors
execute individual non disclosure agreements, which have been duly approved by
the NeGD with respect to this Project.
e) For the avoidance of doubt, it is expressly clarified that the aforesaid provisions
shall not apply to the following information:
i. Information already available in the public domain;
ii. Information not pertaining to UMANG project which has been developed
independently by the Partner Agency;
iii. Information which has been received from a third party who had the right to
disclose the aforesaid information;
iv. Information which has been disclosed to the public pursuant to a court order.
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The Partner Agency shall allow access to NeGD or its nominated agencies to all
information which is in the possession or control of the Partner Agency and which
relates to the provision of the Services as set out in the Audit, Access and Reporting
Schedule and which is reasonably required by NeGD to comply with the terms of the
Audit, Access and Reporting Schedule set out as Schedule III of this Agreement.
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All IPR including the source code and materials developed or otherwise obtained
independently of the efforts of a party under this agreement (pre-existing work) shall
remain the sole property of that party. During the performance of the services for this
agreement, each party grants to the other party (and their sub-contractors as necessary) a
non-exclusive license to use, reproduce, redeploy and modify any of its pre-existing work
provided to the other party solely for the performance of such services. Except as may be
otherwise explicitly agreed to in a statement of services, the bidder should grant NeGD a
non-exclusive, perpetual, fully paid-up enterprise edition license(s) to use, redeploy,
reproduce and modify (if applicable) the pre-existing work as part of the service
deliverables. Under such license either of parties will have no right to sell the pre-existing
work of the other party to a Third Party.
NeGDs license to pre-existing work is conditioned upon its compliance with the terms of
this agreement and the perpetual license applies solely to the pre-existing work that bidder
leaves with NeGD at the conclusion of performance of the services.
1.17 Miscellaneous
1.17.1 Personnel
a) The personnel assigned by Partner Agency to perform the Services shall be employees
of Partner Agency, and under no circumstances shall such personnel be considered
employees of NeGD or its nominated agencies. The Partner Agency shall have the sole
responsibility for the supervision and control of its personnel and for payment of such
personnels compensation, including salary, withholding of income taxes and social
security taxes, workers compensation, employee and disability benefits and the like and
shall be responsible for all obligations of an employer subject to Applicable Law.
b) The Partner Agency shall use its best efforts to ensure that sufficient Partner Agency
personnel are assigned to perform the Services and those personnel have appropriate
qualifications to perform the Services. After discussion with Partner Agency, NeGD or
its nominated agencies shall have the right to require the removal or replacement of
any Partner Agency personnel performing work under this Agreement. In the event that
NeGD or its nominated agencies requests that any Partner Agency personnel be
replaced, the substitution of such personnel shall be accomplished pursuant to a
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(a)
(b)
(c)
(d)
Commit the other Party in any way whatsoever without in each case obtaining the
other Partys prior written consent.
1.18.1 Sub-contractors
Partner Agency shall not subcontract any work related to the Core activities to be
performed under this Agreement without NeGDs prior written consent. However the
Partner Agency shall provide the list of all the other services planned to be sub contracted
with the Technical proposal. It is clarified that the Partner Agency shall be the principal
employer for all claims arising from the liabilities statutory or otherwise, concerning the
sub-contractors. The Partner Agency undertakes to indemnify the NeGD or its nominated
agencies from any claims on the grounds stated hereinabove.
1.18.2 Assignment
(a)
All terms and provisions of this Agreement shall be binding on and shall inure to the
benefit of NeGD and their respective successors and permitted assigns.
(b)
Subject to clause mentioned above, the Partner Agency shall not be permitted to
assign its rights and obligations under this Agreement to any third party.
(c)
NeGD may assign or novate all or any part of this Agreement and
Schedules/Annexure, and the Partner Agency shall be a party to such novation, to
any third party contracted to provide outsourced services to NeGD or any of its
nominees.
Neither Party may use the trademarks of the other Party without the prior written consent
of the other Party. Except as required by law or the rules and regulations, neither Party
shall publish or permit to be published either along or in conjunction with any other
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person any press release, information, article, photograph, illustration or any other
material of whatever kind relating to this Agreement, the SLA or the business of the Parties
without prior reference to and approval in writing from the other Party, such approval not
to be unreasonably withheld or delayed provided however that Partner Agency may
include NeGD or its NeGD lists for reference to third parties subject to the prior written
consent of NeGD not to be unreasonably withheld or delayed. Such approval shall apply to
each specific reference and relate only to that reference.
1.18.4 Notices
(a)
Any notice or other document which may be given by either Party under this
Agreement or under the SLA shall be given in writing in person or by prepaid recorded delivery post, email.
(b)
In relation to a notice given under this Agreement, any such notice or other
document shall be addressed to the other Partys principal or registered office
address as set out below:
Tel:
Fax:
Email:
Contact:
Partner Agency
Tel:
Fax:
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Email:
Contact
(c)
In relation to a notice given under the MSA / SLA, a Party shall specify the
Parties address for service of notices, any such notice to be copied to the
Parties at the addresses set out in this Clause.
(d)
Any such notice or other document shall be deemed to have been given to the
other Party (or, if relevant, its relevant associated company) when delivered
(if delivered in person) if delivered between the hours of 9.00 am and 5.00
pm at the address of the other Party set forth above, or on the next working
day thereafter if delivered outside such hours, and 7 days from the date of
posting (if by letter).
(e)
Either Party to this Agreement or to the SLA may change its address,
telephone number, and nominated contact for notification purposes by giving
the other reasonable prior written notice of the new information and its
effective date.
(b)
Each Party to this Agreement or the SLA agrees to enter into or execute,
without limitation, whatever other agreement, document, consent and
waiver and to do all other things which shall or may be reasonably required
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to complete and deliver the obligations set out in this Agreement or the SLA.
(a)
If any provision of this Agreement or the SLA, or any part thereof, shall be
found by any court or administrative body of competent jurisdiction to be
illegal, invalid or unenforceable, the illegality, invalidity or unenforceability
of such provision or part provision shall not affect the other provisions of
this Agreement or the SLA or the remainder of the provisions in question
which shall remain in full force and effect. The relevant Parties shall
negotiate in good faith in order to agree to substitute for any illegal, invalid
or unenforceable provision a valid and enforceable provision which achieves
to the greatest extent possible the economic, social, legal and commercial
objectives of the illegal, invalid or unenforceable provision or part provision.
(b)
Each Party to this Agreement and the SLA accepts that its individual conduct shall (to
the extent applicable to it) at all times comply with all laws, rules and regulations of
government and other bodies having jurisdiction over the area in which the Services
are undertaken provided that changes in such laws, rules and regulations which
result in a change to the Services shall be dealt with in accordance with the Change
Control Schedule set out in Schedule I of this Agreement. For the avoidance of doubt
the obligations of the Parties to this Agreement and the SLA are subject to their
respective compliance with all local, state, national, supra-national, foreign and
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1.19.1 Ethics
The Partner Agency represents, warrants and covenants that it has given no
commitments, payments, gifts, kickbacks, lavish or expensive entertainment, or other
things of value to any employee or agent of NeGD or its nominated agencies in
connection with this agreement and acknowledges that the giving of any such
payment, gifts, entertainment, or other things of value is strictly in violation of NeGD
standard policies and will result in cancellation of this Agreement, or the SLA.
This Agreement and the SLA with all schedules & annexure appended thereto and
the contents and specifications of the Part I of the RFP constitute the entire
agreement between the Parties with respect to their subject matter, and as to all
other representations, understandings or agreements which are not fully expressed
herein, provided that nothing in this Clause shall be interpreted so as to exclude any
liability in respect of fraudulent misrepresentation.
1.19.3 Amendment
Any amendment to this Agreement shall be made in accordance with the Change
Control Schedule set out in Schedule I of this Agreement by mutual written consent
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of the Parties.
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Any dispute arising out of or in connection with this Agreement or the SLA shall in
the first instance be dealt with in accordance with the escalation procedure as set out
in the Governance Schedule set out as Schedule IV of this Agreement.
(b) Any dispute or difference whatsoever arising between the parties to this Contract
out of or relating to the construction, meaning, scope, operation or effect of this
Contract or the validity of the breach thereof shall be referred to a sole Arbitrator to
be appointed by NeGD only. The provisions of the Arbitration and Conciliation Act,
1996 will be applicable and the award made there under shall be final and binding
upon the parties hereto, subject to legal remedies available under the law. The
Arbitration proceedings will be held at Delhi, India. Any legal dispute will come
under Delhi State jurisdiction, subject to the foregoing provision regarding
arbitration.
IN WITNESS WHEREOF THE PARTIES HERETO HAVE HERE UNTO SET THEIR
RESPECTIVE HANDS THE DAY AND THE YEAR FIRST ABOVE WRITTEN.
WITNESSES:1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Date
_____________________
____________________
2.
Signature _____________________
Name
_____________________
Designation _____________________
Date
_____________________
WITNESSES:1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Address ____________________
_____________________
Date
____________________
2.
Signature _____________________
the
Name
Partner Agency
_____________________
Designation _____________________
Date
_____________________
not be limited to, changes in the scope of services provided by the Partner Agency and
changes to the terms of payment as stated in the Terms of Payment Schedule.
NeGD and Partner Agency recognize that frequent change is an inevitable part of
delivering services and that a significant element of this change can be accomplished by
re-organizing processes and responsibilities without a material effect on the cost. The
Partner Agency will endeavor, wherever reasonably practicable, to effect change without
an increase in the terms of payment as stated in the Terms of Payment Schedule and NeGD
or its nominated agencies will work with the Partner Agency to ensure that all changes are
discussed and managed in a constructive manner. This Change Control Schedule sets out
the provisions which will apply to all the changes to this agreement and other documents
except for the changes in SLAs for which a separate process has been laid out.
This Change Control Schedule sets out the provisions which will apply to changes to the
MSA.
ii.
The Partner Agency and NeGD or its nominated agencies, during the Project
Implementation Phase and NeGD or its nominated agencies during the
Operations and Management Phase and while preparing the CCN, shall consider
the change in the context of the following parameter, namely whether the
change is beyond the scope of Services including ancillary and concomitant
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services required and as detailed in Part I of the RFP and is suggested and
applicable only after the go live of the UMANG Platform.
(b) Quotation
The Partner Agency shall assess the CCN and complete Part (b) of the CCN, in
completing the Part (b) of the CCN the Partner Agency shall provide as a minimum:
1. A description of the change
2. A list of deliverables required for implementing the change;
3. A time table for implementation;
4. An estimate of any proposed change
5. Any relevant acceptance criteria
6. An assessment of the value of the proposed change;
7. Material evidence to prove that the proposed change is not already
covered within the Agreement and the scope of work.
i.
(c) Costs
Each Party shall be responsible for its own costs incurred in the quotation,
preparation of CCNs and in the completion of its obligations described in this process
provided the Partner Agency meets the obligations as set in the CCN. In the event the
Partner Agency is unable to meet the obligations as defined in the CCN then the cost of
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getting it done from third party will be borne by the Partner Agency.
(d) Obligations
The Partner Agency shall be obliged to implement any proposed changes once
approval in accordance with above provisions has been given, with effect from the
date agreed for implementation and within an agreed timeframe.
IN WITNESS WHEREOF THE PARTIES HERETO HAVE HERE UNTO SET THEIR
RESPECTIVE HANDS THE DAY AND THE YEAR FIRST ABOVE WRITTEN.
WITNESSES:1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Date
_____________________
____________________
2.
Signature _____________________
Name
_____________________
Designation _____________________
Date
_____________________
WITNESSES:1.
Signatur
Signature _____________________
____________________
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Name
_____________________
Name
____________________
Designation _____________________
Designation ____________________
Date
Address ____________________
_____________________
Date
____________________
2.
Signature _____________________
Name
_____________________
Designation _____________________
Date
_____________________
1.22.1 Purpose
(a)
This Schedule sets out the provisions, which will apply on expiry or
termination of the MSA, the Project Implementation, Operation and
Management.
(b)
(c)
The Parties shall ensure that their respective associated entities carry out
their respective obligations set out in this Exit Management Schedule.
The Partner Agency will allow NeGD or its nominated agency access to
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(a)
ii.
iii.
iv.
v.
Before the expiry of the exit management period, the Partner Agency shall
deliver to NeGD or its nominated agency all new or up-dated materials from
the categories set out in Schedule above and shall not retain any copies
thereof, except that the Partner Agency shall be permitted to retain one copy
of such materials for archival purposes only.
(c)
Before the expiry of the exit management period, unless otherwise provided
under the MSA, NeGD or its nominated agency shall deliver to the Partner
Agency all forms of Partner Agency confidential information, which is in the
possession or control of NeGD or its nominated agency.
1.22.4 Employees
(a) Promptly on reasonable request at any time during the exit management
period, the Partner Agency shall, subject to applicable laws, restraints and
regulations (including in particular those relating to privacy) provide to
NeGD or its nominated agency a list of all employees (with job titles) of the
Partner Agency dedicated to providing the services at the commencement of
the exit management period.
(b) Where any national, regional law or regulation relating to the mandatory or
automatic transfer of the contracts of employment from the Partner Agency
to NeGD or its nominated agency, or a Replacement Partner Agency
("Transfer Regulation") applies to any or all of the employees of the Partner
Agency, then the Parties shall comply with their respective obligations under
such Transfer Regulations.
(c) To the extent that any Transfer Regulation does not apply to any employee of
the Partner Agency, department, or its Replacement Partner Agency may
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On request by NeGD or its nominated agency, the Partner Agency shall effect such
assignments, transfers, licenses and sub-licenses as may require in the name of NeGD
or its Replacement Partner Agency in relation to any cloud lease, maintenance or
service provision agreement between Partner Agency and third party licensor,
vendors, and which are related to the services and reasonably necessary for the
carrying out of replacement services by NeGD or its nominated agency or its
Replacement Partner Agency.
a) At any time during the exit management period, where Assets are located at the
Partner Agency's premises, the Partner Agency will be obliged to give reasonable
rights of access to (or, in the case of Assets located on a third party's premises,
procure reasonable rights of access to) NeGD or its nominated agency and/or
any Replacement Partner Agency in order to make an inventory of the Assets.
b) The Partner Agency shall also give NeGD or its nominated agency or its
nominated agencies, or any Replacement Partner Agency right of reasonable
access to the Partner Agency's premises and shall procure NeGD or its
nominated agency or its nominated agencies and any Replacement Partner
Agency rights of access to relevant third party premises during the exit
management period and for such period of time following termination or expiry
of the MSA as is reasonably necessary to migrate the services to NeGD or its
nominated agency, or a Replacement Partner Agency.
a) The Partner Agency shall provide all such information as may reasonably be
necessary to effect as seamless a handover as practicable in the
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a) The Partner Agency shall provide NeGD or its nominated agency with a
recommended exit management plan ("Exit Management Plan") which shall
deal with at least the following aspects of exit management in relation to the
MSA as a whole and in relation to the Project Implementation, and the
Operation and Management phase.
i.
ii.
plans for the communication with such of the Partner Agency's sub
contractors, staff, suppliers, customers and any related third party as are
necessary to avoid any material detrimental impact on NeGDs operations as
a result of undertaking the transfer;
iii.
iv.
b) The Partner Agency shall re-draft the Exit Management Plan annually thereafter
to ensure that it is kept relevant and up to date.
c) Each Exit Management Plan shall be presented by the Partner Agency to and
approved by NeGD or its nominated agencies.
d) The terms of payment as stated in the Terms of Payment Schedule includes the
costs of the Partner Agency complying with its obligations under this Schedule.
e) In the event of termination or expiry of MSA, and Project Implementation, each
Party shall comply with the Exit Management Plan.
f) During the exit management period, the Partner Agency shall use its best efforts
to deliver the services.
g) Payments during the Exit Management period shall be made in accordance with
the Terms of Payment Schedule.
h) This Exit Management plan shall be furnished in writing to NeGD or its
nominated agencies within 90 days from the Effective Date of this Agreement.
i) IN WITNESS WHEREOF THE PARTIES HERETO HAVE HERE UNTO SET
THEIR RESPECTIVE HANDS THE DAY AND THE YEAR FIRST ABOVE
WRITTEN.
WITNESSES:1.
Signature _____________________
Signature ____________________
Name
Name
_____________________
____________________
Designation _____________________
Designation ____________________
Date
Date
_____________________
____________________
2.
Signature _____________________
Name
_____________________
Designation _____________________
Date
_____________________
WITNESSES:-
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1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Address ____________________
_____________________
Date
____________________
2.
Signature _____________________
Name
_____________________
Partner Agency
Designation _____________________
Date
_____________________
1.23.1 Purpose
This Schedule details the audit, access and reporting rights and obligations of the
NeGD or its nominated agency and the Partner Agency.
1. As soon as reasonably practicable after the Effective Date, the Parties shall use
their best endeavors to agree to a timetable for routine audits during the Project
Implementation Phase and the Operation and Management Phase. Such
timetable during the Implementation Phase, NeGD or its nominated agency and
thereafter during the operation Phase, NeGD or its nominated agency shall
conduct routine audits in accordance with such agreed timetable and shall not
be required to give the Partner Agency any further notice of carrying out such
audits.
146 | P a g e
2. NeGD or its nominated agency may conduct non-timetabled audits at his/ her
own discretion if they reasonably believes that such non-timetabled audits are
necessary as a result of an act of fraud by the Partner Agency, a security
violation, or breach of confidentiality obligations by the Partner Agency,
provided that the requirement for such an audit is notified in writing to the
Partner Agency a reasonable period time prior to the audit (taking into account
the circumstances giving rise to the reasonable belief) stating in a reasonable
level of detail the reasons for the requirement and the alleged facts on which the
requirement is based. If the Partner Agency considers that the non-timetabled
audit was not appropriate, the matter shall be referred to the escalation
procedure as set out in the Governance Schedule.
3. The frequency of audits shall be half yearly, provided always that the NeGD or its
nominated agency shall endeavor to conduct such audits with the lowest levels
of inconvenience and disturbance practicable being caused to the Partner
Agency.
1.23.3 Access
The Partner Agency shall provide to NeGD or its nominated agency reasonable access
to employees, subcontractors, suppliers, agents and third party facilities as detailed in
the RFP and also documents, records and systems reasonably required for audit and
shall provide all such persons with routine assistance in connection with the audits
and inspections. NeGD or its nominated agency shall have the right to copy and retain
copies of any relevant records. The Partner Agency shall make every reasonable effort
to co-operate with them.
a)
NeGD or its nominated agency shall have the right to audit and inspect
suppliers, agents and third party facilities (if any), cloud, documents, records,
147 | P a g e
procedures and systems relating to the provision of the services, but only to
the extent that they relate to the provision of the services, as shall be
reasonably necessary to verify:
i.
ii.
iii.
That the Partner Agency has complied with the relevant technical
standards, and has adequate internal controls in place; and
iv.
The compliance of the Partner Agency with any other obligation under
the MSA and SLA.
v.
Security audit and implementation audit of the system shall be done once
each year.
vi.
For the avoidance of doubt the audit rights under this Schedule shall not
include access to the Partner Agency's profit margins or overheads
associated with any obligation under the MSA.
a) The Partner Agency shall use reasonable endeavors to achieve the same
audit and access provisions as defined in this Schedule with sub-contractors,
suppliers and agents who supply labor, services, equipment or materials in
respect of the services. The Partner Agency shall inform NeGD or its
nominated agency prior to concluding any sub-contract or supply agreement
of any failure to achieve the same rights of audit or access.
b) REPORTING: The Partner Agency will provide quarterly reports to the NeGD
or its nominated agency regarding any specific aspects of the Project and in
context of the audit and access information as required by the NeGD or its
nominated agency.
148 | P a g e
The terms of payment are inclusive of any costs of the Partner Agency and the subcontractor, for all reasonable assistance and information provided under the MSA, the
Project Implementation, Operation and Management by the Partner Agency pursuant
to this Schedule.
For the purposes of audit in accordance with this Schedule, the Partner Agency shall
maintain true and accurate records in connection with the provision of the services
and the Partner Agency shall handover all the relevant records and documents upon
the termination or expiry of the MSA.
IN WITNESS WHEREOF THE PARTIES HERETO HAVE HERE UNTO SET THEIR
RESPECTIVE HANDS THE DAY AND THE YEAR FIRST ABOVE WRITTEN.
WITNESSES:1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
149 | P a g e
Designation _____________________
Designation ____________________
Date
Date
_____________________
____________________
2.
Signature _____________________
Name
_____________________
Designation _____________________
Date
_____________________
WITNESSES:1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Address ____________________
_____________________
Date
____________________
2.
Signature _____________________
Name
_____________________
Designation _____________________
Date
_____________________
1.24.1 Purpose
Establish and maintain the formal and informal processes for managing the
150 | P a g e
relationship between NeGD and the Partner Agency (including the outputs
from other Schedules to this Agreement;
(ii)
Define the principles that both Parties wish to follow to ensure the
delivery of the Services;
(iii)
(iv)
Ensure that the relationship is maintained at the correct level within each
Party;
(v)
Create the flexibility to revise and maintain the relationship and this
Agreement during the Term;
(vi)
(vii)
(a)
(b)
(c)
The Project Managers shall have responsibility for maintaining the interface
and communication between the Parties.
(d)
matters arising out of the Change Control Schedule; (iii) issues escalated in
accordance with the escalation procedure as set out in the Governance
Schedule; (iv) matters to be brought before the PIU in accordance with the
MSA and the Schedules; (v) any matter brought before the PIU by the Partner
Agency under this Article; and (vi) any other issue which either Party wishes
to add to the agenda; (viI) Payment Reconciliation Reports; (ix) Usage (fee)
Report (x) Application enablement Reports etc.
(e)
In the event that there is any material factor which affects the delivery of the
Services or the terms of payment as stated in the Terms of Payment
Schedule, the Parties agree to discuss in the PIU any appropriate amendment
to the Agreement or any Service Level Agreements or Statement of Works
including any variation to the terms of payment as stated in the Terms of
Payment Schedule. Any variation so agreed shall be implemented through
the change control procedure as set out in the Change Control Schedule.
(a)
(b)
The agenda for each meeting of the PIU shall be set to reflect the discussion
items referred to above and extraordinary items may be added either with
the agreement of the Parties or at the request of either Party. Copies of the
agenda for meetings of the PIU, along with relevant pre-reading material,
shall be distributed at least one week in advance of the relevant meeting.
(c)
(d)
The Parties shall ensure as far as reasonably practicable that the PIU shall
resolve the issues and resolve the objectives placed before them and that
members representing that Party are empowered to make relevant decisions
or have easy access to empowered individuals for decisions to be made to
152 | P a g e
achieve this.
(e)
(f)
The other Party ("Respondent") shall have the right to respond to the
Dispute Notice within 7 days after receipt of the Dispute Notice. In the event
that the parties are unable to resolve the Disputed Matter within a further
period of 7 days, it shall refer the Disputed Matter to next level of the dispute
resolution for action as per the process mentioned in section 1.18.
(g)
(h)
1.24.4 The payment under the various cost heads is given as under:
(a) For the payment purposes the pro rata reduction has been done on the cost
items and sub items. The financial implications for both the states have been
mentioned separately. Breakup of the overall project cost for all the phases
of the project have been given in the Schedule below.
1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Date
_____________________
2. Signature _____________________
Name
____________________
_____________________
Designation _____________________
Date
_____________________
WITNESSES:-
1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Address ____________________
_____________________
Date
____________________
2.
Signature _____________________
Name
_____________________
Designation _____________________
154 | P a g e
Date
_____________________
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Date
_____________________
____________________
2.
Signature _____________________
Name
_____________________
Designation _____________________
Date
_____________________
155 | P a g e
WITNESSES:1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Address ____________________
_____________________
Date
____________________
2.
Signature _____________________
Name
_____________________
Partner Agency
Designation _____________________
Date
_____________________
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Date
_____________________
____________________
156 | P a g e
2.
Signature _____________________
Name
_____________________
Designation _____________________
Date
_____________________
WITNESSES:1.
Signatur
Signature _____________________
____________________
Name
Name
____________________
_____________________
Designation _____________________
Designation ____________________
Date
Address ____________________
_____________________
Date
____________________
2.
Signature _____________________
Name
_____________________
Designation _____________________
Date
_____________________
2 Formats
2.1 FORMATS FOR THE TECHNICAL BID RESPONSE
2.1.1
(Company letterhead)
[Date]
To
Sub: Undertaking on Patent Rights
157 | P a g e
Sir,
1. I/We as Partner Agency do hereby undertake that none of the deliverables/ software
components being provided by us is infringing on any patent or intellectual and industrial
property rights as per the applicable laws of relevant jurisdictions having requisite
competence.
2. I/We also confirm that there shall be no infringement of any patent or intellectual and
industrial property rights as per the applicable laws of relevant jurisdictions having
requisite competence, in respect of the systems or any part thereof to be supplied by us. We
shall indemnify NeGD, against all cost/claims/legal claims/liabilities arising from third
party claim in this regard at any time on account of the infringement or unauthorized use of
patent or intellectual and industrial property rights of any such parties, whether such
claims arise in respect of manufacture or use.
3. If it is found that it does infringe on patent rights, I/We absolve NeGD, of any legal action.
Yours faithfully,
Authorized Signatory
Designation
2.1.2
(Company letterhead)
[Date]
To
Sub: Undertaking on Conflict of Interest
Sir,
158 | P a g e
I/We as Partner Agency do hereby undertake that there is, absence of, actual or potential
conflict of interest on the part of the Partner Agency or any prospective subcontractor due
to prior, current, or proposed contracts, engagements, or affiliations with NeGD, . I/We also
confirm that there are no potential elements (time frame for service delivery, resource,
financial or other) that would adversely impact the ability of the Partner Agency to
complete the requirements as given in the RFP. We undertake and agree to indemnify and
hold NeGD, harmless against all claims, losses, damages, costs, expenses, proceeding fees of
legal advisors (on a reimbursement basis) and fees of other professionals incurred (in the
case of legal fees & fees of professionals, reasonably) by NeGD, and/or its representatives, if
any such conflict arises later.
Yours faithfully,
Authorized Signatory
Designation
2.1.3
(Company letterhead)
[Date]
To
Sub: Undertaking on Clarifications sent to NEGD,
Sir,
I/We do hereby undertake that Commercial Proposal submitted by us is inclusive of all the
items in the technical proposal and is inclusive of all the clarifications provided/may be
provided by us on the technical proposal during the evaluation of the technical offer. We
understand and agree that our Commercial Proposal is firm and final and that any
clarifications sought by you and provided by us would not have any impact on the
Commercial Proposal submitted by us.
Yours faithfully,
159 | P a g e
Authorized Signatory
Designation
2.1.4
(Company
letterhead)
[Date]
To
Sir,
1.
I/We as Partner Agency do hereby undertake the provision for Annual maintenance
support/Warranty support by Partner Agency for all the components of the UMANG
during the duration of the contract period.
2.
We also undertake to provide the support needed for any 3rd party products
Yours faithfully,
Authorized Signatory
Designation
2.1.5
(Company
letterhead) [Date]
To
Sub:
Sir,
I/We as Partner Agency do hereby undertake that we shall monitor, maintain, and comply
with the service levels as stated in the RFP to provide quality service to NeGD.
However, if the proposed number of resources is found to be not sufficient in meeting the
tender and/or the Service Level requirements given by NeGD, then we will augment the
team without any additional cost to NeGD .
161 | P a g e
Yours faithfully,
Authorized Signatory
Designation
2.1.6
Undertaking on Deliverables
(Company
letterhead) [Date]
To
Sub:
Undertaking on Deliverables
Sir,
explained to NeGD, State/UT and Government departments and local bodies, and other
key stakeholders (identified by NeGD), and also take the responsibility to provide
clarifications as requested by NeGD.
2. We also understand that the acceptance, approval and sign-off of the deliverables by
162 | P a g e
NeGD, State/UT and Government departments and local bodies, shall be done on the
advice of any third party agency. We understand that while all efforts shall be made to
accept and convey the acceptance of each deliverable in accordance with the project
schedule, no deliverable will be considered accepted until a specific written
communication to that effect is made by NeGD.
Yours faithfully,
Authorized Signatory
Designation
2.1.7
(Company
letterhead) [Date]
To
Sub:
Sir,
1. I/We hereby undertake to train users as per NeGDs requirements stated in the Request
for Proposal (RFP). We further undertake that:
163 | P a g e
We shall carry out a comprehensive training needs analysis and accordingly design the
training program.
Our training program would include, at the minimum, classroom training followed by
supervised work sessions.
We shall prepare all necessary training materials and deliver the training.
Yours faithfully,
Authorized Signatory
Designation
2.1.8
(Company
letterhead) [Date]
To
successfully carry out the exit management and transition (to NeGD, or to an agency
identified by NeGD, ) to NeGDs satisfaction.
2. I/We further undertake to complete the following as part of the Exit Management
and Transition:
i.
Yours faithfully,
Authorized Signatory
Designation
2.1.9
Undertaking on Personnel
(Company
letterhead) [Date]
165 | P a g e
To
Sub: Undertaking on Personnel
Sir,
1. I/We as Partner Agency do hereby undertake that those persons, whose profiles
were part of the basis for evaluation of the bids and have been identified as Key
Personnel of the proposed team, shall be deployed during the Project as per our bid
submitted in response to the RFP.
2. We undertake that any of the identified Key Personnel shall not be removed or
replaced without the prior written consent of NeGD.
3. Under exceptional circumstances, if the Key Personnel are to be replaced or
removed, we shall put forward the profiles of personnel being proposed as
replacements, which will be either equivalent or better than the ones being
replaced. However, whether these profiles are better or equivalent to the ones being
replaced will be decided by NeGD. NeGD will have the right to accept or reject these
substitute profiles.
4. We also undertake to staff the Project with competent team members in case any of
the proposed team members leave the Project either due to voluntary severance or
disciplinary actions against them.
5. We undertake that the resources should be full time assigned to the UMANG project
and will not be working simultaneously on other projects.
6. We acknowledge that NeGD, has the right to seek the replacement of any member of
166 | P a g e
the Project team being deployed by us, based on the assessment of NeGD, that the
person in question is incompetent to carry out the tasks expected of him/her or
found that person does not really possess the skills /experience/qualifications as
projected in his/her profile or on the ground of security concerns or breach of
ethics.
7. In case we assign or reassign any of the team members, we shall be responsible, at
our expense, for transferring all appropriate knowledge from personnel being
replaced to their replacements within a reasonable time.
Yours faithfully,
Authorized Signatory
Designation
(Company
letterhead) [Date]
To
Sub: Undertaking on Changes to Contract Clauses
Sir,
167 | P a g e
1.
2.
We understand that it is neither guaranteed that these requests for changes will
be accepted in the final contract nor this process will be construed as any
commitment from NeGD to consider those suggestions.
Yours faithfully,
Authorized Signatory
Designation
168 | P a g e
Degree
Year of graduation
Organization name
Designation
170 | P a g e
Location(s)
Key responsibilities
Project name
Client
Designation
Role
Each profile must be accompanied by the following undertaking from the staff member:
(Alternatively, a separate undertaking with the same format as below with all the names of
the proposed profiles should be provided)
Certification
I, the undersigned, certify that to the best of my knowledge and belief, this CV correctly
describes my qualifications, my experience, and myself. I understand that any willful
misstatement described herein may lead to my disqualification or dismissal, if engaged.
171 | P a g e
Signature:
Date:
[Signature of staff member or authorized representative of the staff] Day/Month/Year
(Company letterhead)
[Date]
To
Director
National e-Governance Division
Department of Electronics & Information Technology
4th Floor, Electronics Niketan, 6 CGO Complex, Lodhi Road
New Delhi 110003
Sub: Changes to the Contract Clauses
172 | P a g e
Sir,
1. We request you to consider the following changes to the Contract Clauses:
S No
Page No.
Section No.
Original
Suggested
Reason
Text
Change
Change
for
1.
2.
3.
Yours faithfully,
Authorized
Signatory
Designation
2.2.1
(Company
letterhead) [Date]
To
173 | P a g e
Dear Sir,
Ref: RFP for Selection of Partner Agency for the Implementation of Unified Mobile
Application for New-age Governance (UMANG)
Having examined the RFP Document, the receipt of which is hereby duly acknowledged, we,
the undersigned, offer to provide the services, as required and outlined in the RFP. In order
to meet such requirements and to provide services as set out in the RFP document,
following is our quotation summarizing our Commercial Proposal.
We attach hereto the Commercial Proposal as required by the Bid document, which
constitutes our proposal.
We undertake, if our proposal is accepted, to the services as put forward in the RFP or such
modified requirements as may subsequently be agreed mutually by us and NeGD.
We will obtain necessary bank guarantees in the formats given in the bid document issued
by a bank in India, acceptable to NeGD and furnish them within the time frames set out in
the RFP.
We agree for unconditional acceptance of all the terms and conditions in the bid document
and we also agree to abide by this bid response for a period of SIX (6) MONTHS from the
date fixed for commercial bid opening and it shall be valid proposal till such period with
full force and virtue. Until within this period a formal contract is prepared and executed,
this bid response, together with your written acceptance thereof in your notification of
award, shall constitute a binding contract between NeGD and us.
174 | P a g e
We confirm that the information contained in this proposal or any part thereof, including
its exhibits, schedules, and other documents and instruments delivered or to be delivered
to NeGD is true, accurate, and complete. This proposal includes all information necessary to
ensure that the statements therein do not in whole or in part mislead NeGD as to any
material fact.
We agree that you are not bound to accept the lowest or any bid response you may receive.
We also agree that you reserve the right in absolute sense to reject all or any if the
products/ service specified in the bid response without assigning any reason whatsoever.
It is hereby confirmed that I/We are entitled to act on behalf of our corporation/company/
agency/organization and empowered to sign this document as well as other such
documents, which may be required in this connection.
Dated this
Day of
2016
(In the capacity
(Signature)
of)
CERTIFICATE
AS
TO
AUTHORISED
SIGNATORIES
I, certify that I am
. of
the
.,
and
that
175 | P a g e
Date
(Seal here)
2.2.2
[Company Letterhead]
This AGREEMENT (hereinafter called the Agreement) is made on the [day] day of the
month of [month], [year], between, NeGD, on the one hand, (hereinafter called the Client)
and, on the other hand, [Name of the bidder] (hereinafter called the Bidder) having its
registered office at [Address]
WHEREAS
The Client has issued a public notice inviting various organizations to propose for hiring
services of an organization for provision of services under the UMANG Project (hereinafter
called the Project) of the Client;
The Bidder, having represented to the Client that it is interested to bid for the
proposed Project, The Client and the Bidder agree as follows:
1. In connection with the Project, the Client agrees to provide to the Bidder a Detailed
Document on the Project vide the Request for Proposal. The Request for Proposal
176 | P a g e
contains details and information of the Client operations that are considered
confidential.
2. The Bidder to whom this Information (Request for Proposal) is disclosed shall:
a. Hold such Information in confidence with the same degree of care with which
the Bidder protects its own confidential and proprietary information;
b. Restrict disclosure of the Information solely to its employees, agents and
contractors with a need to know such Information and advise those persons of
their obligations hereunder with respect to such Information;
c. Use the Information only as needed for the purpose of bidding for the Project;
d. Except for the purpose of bidding for the Project, no copy or otherwise duplicate
such Information or knowingly allow anyone else to copy or otherwise duplicate
such Information; and
e. Undertake to document the number of copies it makes;
f. On completion of the bidding process and in case unsuccessful, promptly return
to the Client, all Information in a tangible form or certify to the Client that it has
destroyed such Information.
3. The Bidder shall have no obligation to preserve the confidential or proprietary nature
of any Information which:
a. Was previously known to the Bidder free of any obligation to keep it confidential
at the time of its disclosure as evidenced by the Bidders written records
prepared prior to such disclosure; or
b. Is or becomes publicly known through no wrongful act of the Bidder; or
177 | P a g e
4. The Agreement shall apply to all Information relating to the Project disclosed by the
Client to the Bidder under this Agreement.
5. The Client will have the right to obtain an immediate injunction enjoining any breach of
this Agreement, as well as the right to pursue any and all other rights and remedies
available at law or in equity for such a breach.
6. Nothing contained in this Agreement shall be construed as granting or conferring rights
of license or otherwise, to the bidder, in any of the Information. Notwithstanding the
disclosure of any Information by the Client to the Bidder, the Client shall retain title and
all intellectual property and proprietary rights in the Information. No license under any
trademark, patent or copyright, or application for same that are now or thereafter may
be obtained by such party is either granted or implied by the conveying of Information.
The Bidder shall not alter or obliterate any trademark, trademark notice, copyright
notice, confidentiality notice or any notice of any other proprietary right of the Client on
any copy of the Information, and shall reproduce any such mark or notice on all copies
of such Information.
7. This Agreement shall be effective from the date the last signature is affixed to this
Agreement and shall continue in perpetuity.
8. Upon written demand of the Client, the Bidder shall (i) cease using the Information, (ii)
return the Information and all copies, notes or extracts thereof to the Client forthwith
after receipt of notice, and (iii) upon request of the Client, certify in writing that the
178 | P a g e
Bidder has complied with the obligations set forth in this paragraph.
9. This Agreement constitutes the entire agreement between the parties relating to the
matters discussed herein and supersedes any and all prior oral discussions and/or
written correspondence or agreements between the parties. This Agreement may be
amended or modified only with the mutual written consent of the parties. Neither this
Agreement nor any right granted hereunder shall be assignable or otherwise
transferable.
10. CONFIDENTIAL INFORMATION IS PROVIDED AS IS WITH ALL FAULTS. IN NO EVENT
SHALL
THE CLIENT BE LIABLE FOR THE ACCURACY OR COMPLETENESS OF THE
CONFIDENTIAL INFORMATION.
11. This Agreement shall benefit and be binding upon the Client and the Bidder and their
respective subsidiaries, affiliate, successors and assigns.
12. This Agreement shall be governed by and construed in accordance with the Indian laws.
of
the
Authorized
Signatory) Date
Address
179 | P a g e
Location
2.2.3
Bidders
requiring specific
points
of communicate
clarification may
with
NeGD,
during the
person
submitting request
submitting request
on
and
g
email
phone, fax
points
of
contact
Tel:
Fax:
Email:
Content
S.
Bidding Document
of
RFP
Points
requiring
clarification
Clarification
required
of
(sectio
No
Reference(s) n
180 | P a g e
number/
page)
2.2.4
1.
________________, on the first part and M/s ____________ of ___________ (hereinafter referred to as
Bidder) on the Second part, having agreed to accept the Earnest Money Deposit of Rs.
________
(Rupees _________) in the form of Bank Guarantee/ FDR/ A/c payee demand draft for the
Request for Proposal for procurement of _________ we __________ (Name of the Bank),
(hereinafter referred to as the Bank), do hereby undertake to pay to the Government
forthwith on demand without any demur and without seeking any reasons whatsoever, an
amount not exceeding ______ (Rupees _______) and the guarantee will remain valid up to a
period of 225 days from the due date of the tender. It will, however, be open to the
Government to return the Guarantee earlier than this period to the Bidder, in case the
Bidder does not qualify for the commercial negotiations by the Commercial Negotiations
Committee (CNC) as constituted by the Government after a recommendation is made by the
CNC on the bid(s) after an evaluation.
181 | P a g e
2.
In the event of the Bidder withdrawing the tender before the completion of the
stages prior to the Commercial negotiations or during the Commercial negotiations, as the
case may be, the Guarantee deposited by the Bidder stands forfeited to the Government.
We also undertake not to revoke this guarantee during this period except with the previous
consent of the Government in writing and we further agree that our liability under the
Guarantee shall not be discharged by any variation in the term of the said tender and we
shall be deemed to have agreed to any such variation.
3.
No interest shall be payable by the Government to the Bidder on the guarantee for
2.2.5
[Cover Letter]
[Date]
To,
<<Address to be added>>
182 | P a g e
Dear Sir,
Ref: RFP for Selection of Partner Agency for Implementation of UMANG
Having examined the RFP, the receipt of which is hereby duly acknowledged, we, the
undersigned, offer to provide the professional services as required and outlined in the RFP
for the UMANG Project.
We attach hereto the technical response as required by the RFP, which constitutes our
proposal.
We confirm that the information contained in this response or any part thereof, including
its exhibits, and other documents and instruments delivered or to be delivered to NeGD is
true, accurate, verifiable and complete. This response includes all information necessary to
ensure that the statements therein do not in whole or in part mislead the department in its
short-listing process.
We fully understand and agree to comply that on verification, if any of the information
provided here is found to be misleading the short listing process, we are liable to be
dismissed from the selection process or termination of the contract during the project, if
selected to do so.
We agree for unconditional acceptance of all the terms and conditions set out in the RFP
document and also agree to abide by this tender response for a period of SIX MONTHS from
the date fixed for bid opening.
183 | P a g e
We hereby declare that in case the contract is awarded to us, we shall submit the contract
performance guarantee bond in the form prescribed in this RFP.
We agree that you are not bound to accept any tender response you may receive. We also
agree that you reserve the right in absolute sense to reject all or any of the products/
services specified in the tender response.
It is hereby confirmed that I/We are entitled to act on behalf of our company/ corporation/
firm/ organization and empowered to sign this document as well as such other documents,
which may be required in this connection.
Dated this
Day of
2016
(In the capacity
(Signature)
of)
(Name)
Duly authorized to sign the Tender Response for and on behalf of:
Witness Signature:
Witness Name:
Witness Address:
184 | P a g e
the
Company
Secretary
of
.,certify
tha
t
who signed the above Bid is authorized to do so
and bind the company by authority of its board/ governing body.
Date:
Signature:
(Company Seal)
(Name)
2.2.6
[Date]
185 | P a g e
To,
Ref: Request for Proposal (RFP): UMANG Project
Dear Sir,
Sub: PERFORMANCE BANK GUARANTEE for NeGD, Government of India
WHEREAS
M/s. (name of bidder), a company/LLP registered under the Companies Act, 1956/ LLP Act
2008, having its registered office at (address of the bidder), (hereinafter referred to as our
constituent, which expression, unless excluded or repugnant to the context or meaning
thereof, includes its successors and assignees), agreed to enter into a contract dated ..
(Herein after, referred to as Contract) with you (NeGD) for UMANG project.
We are aware of the fact that as per the terms of the contract, M/s. (name of bidder) is
required to furnish an unconditional and irrevocable bank guarantee in your favour for an
amount INR XXX (Rupees XXX only), and guarantee the due performance by our constituent
as per the contract and do hereby agree and undertake to pay the amount due and payable
under this bank guarantee, as security against breach/ default of the said contract by our
constituent.
In consideration of the fact that our constituent is our valued customer and the fact that he
has entered into the said contract with you, we, (name and address of the bank), have
agreed to issue this Performance Bank Guarantee. Therefore, we (name and address of the
bank) hereby unconditionally and irrevocably guarantee you as under:
In the event of our constituent committing any breach/default of the said contract, and
which has not been rectified by him, we hereby agree to pay you forthwith on demand such
186 | P a g e
sum/s not exceeding the sum of amount INR XXX (Rupees XXX only), without any demur.
Notwithstanding anything to the contrary, as contained in the said contract, we agree that
your decision as to whether our constituent has made any such default(s) / breach(es), as
aforesaid and the amount or amounts to which you are entitled by reasons thereof, subject
to the terms and conditions of the said contract, will be binding on us and we shall not be
entitled to ask you to establish your claim or claims under this Performance Bank
Guarantee, but will pay the same forthwith on your demand without any protest or demur.
This Performance Bank Guarantee shall continue and hold good till the completion of the
project, subject to the terms and conditions in the said Contract.
We bind ourselves to pay the above said amount at any point of time commencing from the
date of the said Contract until the completion of the project for the total solution as per said
Contract.
We further agree that the termination of the said agreement, for reasons solely attributable
to our constituent, virtually empowers you to demand for the payment of the above said
amount under this guarantee and we would honour the same without demur.
We hereby expressly waive all our rights to pursue legal remedies against NeGD,
We the guarantor, as primary obligor and not merely surety or guarantor of collection, do
hereby irrevocably and unconditionally give our guarantee and undertake to pay any
amount you may claim (by one or more claims) up to but not exceeding the amount
mentioned aforesaid during the period from and including the date of issue of this
guarantee through the period.
We specifically confirm that no proof of any amount due to you under the contract is
required to be provided to us in connection with any demand by you for payment under
187 | P a g e
carry out the contractual obligations as per the said Contract, would not release our
liability under this guarantee and that your right against us shall remain in full force and
effect, notwithstanding any arrangement that may be entered into between you and our
constituent, during the entire currency of this guarantee.
Notwithstanding anything contained herein:
Our liability under this Performance Bank Guarantee shall not exceed
amount INR XXX (Rupees XXX only);
This Performance Bank Guarantee shall be valid only up to the completion of the project for
the Total Solution as per contract; and We are liable to pay the guaranteed amount or part
thereof under this Performance Bank Guarantee only and only if we receive a written claim
or demand on or before . (Date) i.e. completion of the period for the proposed UMANG
project in Design, Development, Implementation, Operation and Maintenance of the
solution for <<Partner Agencys Name>>.
Any payment made hereunder shall be free and clear of and without deduction for or on
account of taxes, levies, imports, charges, duties, fees, deductions or withholding of any
nature imposts.
This Performance Bank Guarantee must be returned to the bank upon its expiry. If the bank
does not receive the Performance Bank Guarantee within the above mentioned period, subject
to the terms and conditions contained herein, it shall be deemed to be automatically
cancelled.
This guarantee shall be governed by and construed in accordance with the Indian Laws and
we hereby submit to the exclusive jurisdiction of courts of Justice in India for the purpose
of any suit or action or other proceedings arising out of this guarantee or the subject matter
hereof brought by you may not be enforced in or by such count.
189 | P a g e
of the
Bank)
Note:
This guarantee will attract stamp duty as a security bond.
A duly certified copy of the requisite authority conferred on the official/s to execute the
guarantee on behalf of the bank should be annexed to this guarantee for verification and
retention thereof as documentary evidence.
190 | P a g e
Sl
Go-Live
No. of
Services
No
State
Date
Operational
Transactions
Andhra Pradesh
01-Jul-13
41
29,53,797
ANI
15-Aug-14
54
365
Arunachal
11
Pradesh
29-Aug-13
Assam
31-Mar-13
29
12,709
Bihar
19-Feb-14
2,12,079
Chhattisgarh
01-Oct-13
17
2,14,864
Goa
08-Jul-11
50
83,322
Himachal
8
Pradesh
Jammu
01-May-12
&
25
21
1,719
Kashmir
28-Aug-12
24,408
10
Kerala
05-Jun-14
200
11
Madhya Pradesh
18-Sep-13
40
519
12
Manipur
26-Jan-12
40
1,905
13
Meghalaya
03-May-12
14
Mizoram
15-Mar-13
21
306
191 | P a g e
15
Nagaland
30-Mar-12
25
47,22,425
16
Puducherry
11-Feb-13
37
544
17
Punjab
03-Dec-14
26
460
18
Rajasthan
26-Sep-13
65
5,32,669
19
Sikkim
18-Mar-13
21
19,594
20
Tamil Nadu
29-Sep-13
10
86,36,253
21
Tripura
01-Mar-14
12
195
22
Uttar Pradesh
01-Aug-12
26
2,93,06,625
23
West Bengal
17-Dec-14
4,007
580
4,67,28,986
192 | P a g e
State
Application
Transaction
Service
Telangana
Telangana eSeva
Telangana
Telangana eSeva
Kerala
M-Governance- eSMS
Telangana
Telangana eSeva
Weekly Payments
197843934
Gujarat
gujarat
139594648
Madhya
Samagra
Pradesh
Security Act
FPS/PDS Shops
Andhra Pradesh
eSeva
68822820
Uttar Pradesh
UP eServices
68272516
Kerala
KVATIS
e-Sales Invoices
60521093
Gujarat
gujarat
51681279
Kerala
KVATIS
e-Purchase Invoices
48165969
Gujarat
gujarat
43416134
Uttar Pradesh
UP eServices
38728200
Uttar Pradesh
UP eServices
Gujarat
gujarat
Uttar Pradesh
UP eServices
Uttar Pradesh
e-services
Villages(Krushe)
Payments
Link
To
Aadhar(Disbursement)
Mobile Governance Services
by KSITM
Digitizatiion
of
existing
ration cards.
Gujarat Urja Vikas Nigam
Limited Bill collection
510897655
303348319
285765901
93497965
38462297
37869547
37443468
193 | P a g e
water
tax,
sewage
tax,
garbage tax
Andhra Pradesh
Tamil Nadu
eSeva
Tamil
AWFP-INSURANCE
Nadu
Health TNHMIS
System Project
35501372
Patient
Registration
Land Records - Total ROR
35195038
Gujarat
gujarat
Andhra Pradesh
eSeva
VAT/TOT Collection
33546748
MP Cooperative Banks
No. of Deposit
33166081
25459754
Madhya
Pradesh
Printed @e-Dhara
34070244
Directorate of
Tamil Nadu
Government
Examination
Gujarat
gujarat
Andhra Pradesh
eSeva
Directorate
Tamil Nadu
24560612
AWFP-SALARIES
23935607
23868840
Plot Information
21879438
of
Government
Examination
West Bengal
Land Records WB
Chhattisgarh
Chhattisgarh
Power
State
21778760
Company Ltd.
Madhya
Pradesh
Himachal
Pradesh
Telangana
Shiksha
NIC HP Projects
Telangana eSeva
21673772
21417523
20827793
194 | P a g e
Tamil Nadu
Tamil
Nadu
Health
System Project
TNHMIS Clinical OP
Social
Security
payment
Andhra Pradesh
eSeva
ot
19704089
Pension
beneficiary
through
Banking 19508385
Correspondent
using
biometrics
Andhra Pradesh
Madhya
Pradesh
Madhya
Pradesh
Gujarat
Tamil Nadu
SALES
MeeSeva
REIMBURSEMENT
Samagra - Shiksha School
Shiksha
Admissions
MP Cooperative Banks
Nadu
No. of Withdrawal
Search Elector's Name in
Election Gujarat
Tamil
TAX
Electoral Roll
Health
System Project
19401794
18394441
18225140
17248702
TNHMIS Pharmacy
16614710
16427855
Gujarat
gujarat
Kerala
Treasury Department
Andhra Pradesh
MeeSeva
14832700
Uttar Pradesh
e-District U.P.
14807208
Maharashtra
Mahabhulekh Project
Land Record
14693329
Tamil Nadu
Higher Education
14454035
Tamil Nadu
TANGEDCO
Andhra Pradesh
MeeSeva
13079037
Uttar Pradesh
UP eServices
11656841
Madhya
C-SFMS
11322615
16296098
13442910
195 | P a g e
Pradesh
Land
Records:
ROR
on
Gujarat
gujarat
Telangana
Telangana eSeva
11127335
Gujarat
gujarat
e-Royalty Pass
11090967
Uttar Pradesh
UP eServices
Madhya
Pradesh
Tamil Nadu
Odisha
Rajasthan
Kerala
Internet
Shiksha
Tamil
Scholarship Disbursed
Nadu
Health
System Project
Steel
and
Mines
Department
Rajasthan
Kerala
Tourism
Website
11222254
10653954
10434559
10376185
eTransitPass
10243122
9391007
Kerala
Tourism
Online
Uttar Pradesh
UP eServices
8972655
Uttar Pradesh
e-services
8925799
Uttar Pradesh
UP eServices
ROR
8702229
MP-eDistrict New
8520960
Madhya
Pradesh
Electricity
Bill
Payments-
Telangana
Telangana eSeva
Chhattisgarh
CORE PDS
8329574
Uttar Pradesh
UP eServices
Khatauni ki Nakal
8166602
West Bengal
Land Records WB
8141582
Social Security
Samagra-IGNOAP
8106713
Madhya
Pradesh
CPDCL
8435524
196 | P a g e
Uttar Pradesh
UP eServices
Dealer Assessment
7367962
Uttar Pradesh
UP eServices
Voter Registration
7319563
Karnataka
KarnatakaServices
Others
7257750
Kerala
Civil Supplies 2
7198941
Maharashtra
MahaOnline Limited
6915877
Delhi
e-Stamping
e-Stamping
6910049
Madhya
Computerization
Pradesh
MP Commercial Tax
6714792
Kerala
Treasury Department
of
Kerala
KPSC
number
applications
of
6667732
online
received
per 6618162
Gujarat
gujarat
Andhra Pradesh
MeeSeva
Income Certificate
6018090
Land Records
Mutations at Tehsil
5879178
OnlineReturns
5641613
5325409
Madhya
Pradesh
Tamil Nadu
eServices
Commercial Taxes
Viewed
of
6180443
Uttar Pradesh
Gujarat
Election Gujarat
Maharashtra
MahaOnline Limited
EPRI
5215423
Uttar Pradesh
e-District U.P.
Domicile Certificate
5129516
Tamil Nadu
ePension
5105659
Madhya
Pradesh
Social Security
Form-8
Correction
of
Social
Scheme
Security
Pension
5234445
5047890
197 | P a g e
Tamil Nadu
Gujarat
Gujarat
Tamil
Nadu
Land
Records
Chitta Extract
4961405
gujarat
Mutation
GUJARAT
HIGH
COURT
4884719
4873516
Karnataka
KarnatakaServices
Caste Certificate
4801638
Odisha
ROR
RoR View
4739464
KPSC
Ticket
Downloads
by 4738302
candidates
Haryana
Haryana Project
Uttar Pradesh
e-Suvidha
Uttar Pradesh
e-District U.P.
Income Certificate
4597922
Haryana
Haryana Project
4553770
Uttar Pradesh
e-District U.P.
Kerala
Aadhaar
Uttar Pradesh
e-District U.P.
Caste Certificate
4168754
Andhra Pradesh
eSeva
4116570
Kerala
Sevana - IKM
3863814
3687663
3675194
Delhi
Tamil Nadu
Kerala
BRPL
SMS
System Project
Kerala
Publishing
Alert
for
edistrict
Services
Kerala State Resident Data
Hub Lookup Service
POWER
Nadu
Bill
Payment
DISTRIBUTION
Tamil
Electricity
4686906
Health
4679000
4214605
4206397
3625913
198 | P a g e
West Bengal
Madhya
Pradesh
Registered Dealers
Indra
Social Security
eSPAN
Uttarakhand
Com tax
Security
Gandhi
National
Application of NIC
3589391
3524269
3497663
Gujarat
gujarat
OJAS Applications
3483190
Tamil Nadu
EMPOWER
Employmnet Portal
3422691
Andhra Pradesh
eSeva
West Bengal
Excise Department
Other e-Services
3365121
Uttar Pradesh
UP eServices
eForms
3329750
Gujarat
gujarat
3228154
Madhya
Board of Secondary
Pradesh
Education M.P.
Uttar Pradesh
UP eServices
3118640
Andhra Pradesh
eSeva
3025167
Kerala
Transport Services
Driving License
2995906
Andhra Pradesh
eSeva
Kerala
Sevana - IKM
Gujarat
gujarat
e-Delivery Pass
2905339
West Bengal
Land Records WB
2789866
Tamil Nadu
Income Certificate
2788103
Transaction
Kerala
KVATIS
Sending
Slip
Goods
2974434
2958996
for
Through 2755142
Parcel/ Courier
199 | P a g e
Madhya
Food
Civil
Pradesh
Consumer Protection
Gujarat
gujarat
Delhi
Delhi
Supplies
Call
Letters
Downloaded
Jal
2738068
2694690
Board
2666626
System
Kerala
KVATIS
e-Declaration
2624225
IDEAS
Andhra Pradesh
eSeva
Vehicle Tax
2613339
Uttar Pradesh
UP eServices
Samajwadi Pension
2603565
Uttar Pradesh
UP eServices
Kerala
Election
Postmatric Scholarship to
View Application Status
Department
e-Services
Karnataka
KarnatakaServices
Uttar Pradesh
e-District U.P.
Kerala
Transport Services
Madhya
Pradesh
2425771
Wallet
of
the
Certificate
of
Vehicle
Registration
Registration
and
Information
Gujarat
gujarat
COURT
Society
KarnatakaServices
GUJARAT
2577270
certiifcates
Karnataka
Gujarat
Digital
e-Cooperatives
Income Certificate
District
Courts-Cause
Viewed
HIGH
2596525
Orders/Judgments
2401981
2165677
2163326
2152014
List
2150304
2148455
200 | P a g e
Kerala
Kerala
Kerala
Delhi
Aadhaar
Aadhaar
Authentication
Service by KSITM
eDistrict
Utility Electricity
Bill
Payments
2141606
Payments
(eDistrict)
eDistrict, Kerala
Income Certificate
2135464
2092772
Commercial
Karnataka
2147967
Tax(All
Registration(VAT/CST/PT/E
KarnatakaServices
T/LT)/No
Due/C,E1,E2,F,H
2091872
Forms)
Rajasthan
Tamil Nadu
Gujarat
Madhya
Pradesh
Tamil Nadu
Rajasthan
Tamil
Nadu
Health
System Project
gujarat
Birth Registration
2084419
TNHMIS Specialty OP
2021346
1997309
MP-eDistrict New
Khasra/B1-Khatauni
eServices
of
Commercial Taxes
1960086
OnlineForms
1937622
Uttar Pradesh
Domicile Certificate
1873043
Uttar Pradesh
UP eServices
1843462
Madhya
Computerization
Pradesh
MP Commercial Tax
1838685
Forms Issued
1825259
Community Certificate
1802845
1767669
Commercial
Uttarakhand
of
tax
Department
Uttarakhand
Tamil Nadu
Delhi
201 | P a g e
Delhi
BYPL
POWER
DISTRIBUTION
Online
Kerala
Sevana - IKM
Gujarat
GSRTC OTRS
Gujarat
Election Gujarat
Madhya
Samagra
Pradesh
Security Act
Telangana
Telangana eSeva
Himachal
Pradesh
tax
1728289
1710391
1700614
1700428
Identification of Residents
for benefit under Annapurna 1681675
Scheme
Electricity
Bill
Payments-
NPDCL
1665032
Uttar Pradesh
e-services
1661875
Kerala
eDistrict, Kerala
Possession Certificate
1660312
Kerala
KVATIS
1655798
1642982
Aasara Pensions
1638467
1595799
West Bengal
Registration
West
Bengal
Telangana
Telangana eSeva
Madhya
Computerization
Pradesh
MP Commercial Tax
Himachal
Pradesh
Madhya
Pradesh
Computerization
VAT
in
of
of
Himachal E-Declaration
1572437
Pradesh
MP Transport
1565412
202 | P a g e
Registration
of
Karnataka
KarnatakaServices
Uttar Pradesh
UP eServices
Uttar Pradesh
UP eServices
Kerala
Transport Services
Kerala
University of Calicut
Uttar Pradesh
UP eServices
Madhya
Food
Pradesh
Consumer Protection
from Farmers
Uttar Pradesh
Caste Certificate
1480821
Tamil Nadu
Nativity Certificate
1462447
Uttar Pradesh
1445385
Gujarat
gujarat
Uttar Pradesh
Status Tracking
1412597
NIC HP Projects
Treasury Payments
1407268
1403415
Encumbrance Certificate
1401622
1400194
Himachal
Pradesh
Civil
PRERNA
E-payment
Procurement
Services
Pradesh
MP Commercial Tax
Andhra Pradesh
MeeSeva
Jal
1511345
1486124
of
1517740
1515022
House Tax
Computerization
Delhi
Supplies MPeUparjan
1557162
1552932
Madhya
Delhi
land/property
1482193
1442690
Board
System
Andhra Pradesh
Madhya
Pradesh
eSeva
Land Records
Traffic
Payment(HYD)
Challan
1384578
203 | P a g e
Uttar Pradesh
Income Certificate
Kerala
Andhra Pradesh
MeeSeva
Uttar Pradesh
UP eServices
Ration
Card
1316798
Verification
Service
Residence
Certificate
General
Widow Pension
1314191
1296659
1288469
UP eServices
Fee
Reimbursement 1270908
Application Entry
Gujarat
Surat
Municipal
Corporation
1269848
Karnataka
KarnatakaServices
Pre-Metric Scholarship
1246330
West Bengal
Applications Received
1244826
1187766
Kerala
Kerala
Results
Publishing
eSeva
Madhya
Pradesh
Gujarat
Himachal
Pradesh
MP Cooperative Banks
1179106
gujarat
Online Cr Temp.(RTO)
1167737
Department HP.
Commercial
Uttarakhand
Department
tax
e-TripSheet
1141823
Uttarakhand
Gujarat
Election Gujarat
1138994
204 | P a g e
Andhra Pradesh
MeeSeva
Chhattisgarh
PDS - Online
West Bengal
Land Records WB
PDS
Truck
Dispatch
Andhra Pradesh
1112816
MeeSeva
of
Entries
1111237
1098661
in
Gujarat
gujarat
Andhra Pradesh
MeeSeva
1058452
Telangana
Telangana eSeva
1039172
Gujarat
gujarat
Andhra Pradesh
eSeva
Farmer
Land
Power
Total
Mutation Initiated
Temporary
Permit
Fee
Payment
Chhattisgarh
Chhattisgarh
Records
State
Distribution
Company Ltd.
Online
Payment
Authorised Agents
Through
1067462
1036118
1017814
1014409
205 | P a g e
54786346
121
Per Month
Per Service/Qtr
100000
2479
0
0
700000
17355
591546
14666
10000
248
1401546
34749
Assumptions
No. of Services per Application
893314473
As per table below
Mutliplier Used
Per Service/Qtr
29752
0
208264
12
175997
2975
416989
6
Year 1
Q1
16.31
(User Base Multiplier =
Subscriber Base Pan India/
Subscriber Base of Karnataka)
Q2
Year 2
Q3
Q4
Q1
Q2
Year 3
Q3
Q4
Q1
Q2
Q3
Q4
Total
10
15
20
15
20
20
15
20
20
20
20
15
30
50
65
85
105
120
140
160
180
200
Services Delivered
30
90
180
300
390
510
630
720
840
960
1080
1200
SMS
892562
2677686
5355372
8925620
11603306
15173554
18743802
21421488
24991736
28561983
32132231
170479339
USSD
IVRS
6247934
18743802
37487603
62479339
81223140
106214876
131206612
149950413
174942149
199933884
224925620
1193355372
GPRS
5279915
15839744
31679488
52799147
68638891
89758550
110878209
126717953
147837612
168957271
190076930
1008463710
Payment
892562
1160331
1517355
1874380
2142149
2499174
2856198
3213223
16155372
Total Transactions
12420411
37261232
74522463
125096668
162625668
212664335
262703002
300232003
350270670
400309337
450348004
2388453792
206 | P a g e
Published by:
National eGovernance Division
4th Floor, Electronics Niketan
6 CGO Complex, Lodhi Road
New Delhi
110003
207 | P a g e