Unique Identification Authority of India (UIDAI) STATEMENT OF Work (SOW) FOR RE-DESIGN, DEVELOPMENT MAINTENANCE AND SUPPORT OF WEB PORTAL UIDAI April 24"", 2010Redesign, Development, Mai Project Requirements... ‘Schedule of Work ‘Terms and Conditions, Terms of Payment ncn Eligibility Criteria for Agency. Exit Management. Gs Annexure 1 - Guidelines for Indian Government Websites Annexure 2 — Technical Bid evaluation i Annexure 3 - Commercial Bid. NOseNe ‘© UIDAI, 2010 Page 2Redesign, Development, Maintenance and Support of UIDAI Portal Ra nS ALLE NEE TNR The Unique Identification Authority of India (UIDAI) was established as an attached office under the Planning Commission. Its role is to develop and implement the necessary institutional, technical and legal infrastructure to issue unique identity numbers to Indian residents. Redesign, Development, Maintenance and Support of UIDAI Web portal: The portal of the UIDAI provides a platform for dissemination of information with respect to UIDA''s activities related to formulation, implementation, strategy and approach of the UIDAI. The professional portal design and style of content presentation of the portal will help UIDAL in winning the trust of Citizens with in India as well abroad. UIDAI has requested NISG to assist it in re-design & development, Maintenance and Support of its portal. In this context, NISG plans to engage a professional web development agency for designing, developing, maintenance and supporting the web portal and interact with other data driven portals of UIDAI. In this document NISG describes the functional and non-functional requirements for the design, development, hosting and maintenance of a Web Portal for UIDAI. It provides the foundation on which Implementing Agency should submit their proposals. a) Project Objectives The objective of this project is to present an improved online presence for the UIDAI by graphically re-designing and updating the content and layout of the organization's portal, to be inline with its corporate image and replicate the portal in Hindi/all Indian major languages. ‘© UIDAI, 2010 Page 3Redesign, Development, Maintenance and Support of UIDAI Portal b) Portal Objectives The new and improved portal is expected to function as an effective marketing tool for the following 1. Improve UIDAI corporate image Promote UIDAI services Facilitate two way communications and interactions with all users Encourage Capture the interest of UIDAI stakeholder by the format, ease of use, ial and return visits through improved usability and appeal oak ON attractiveness, color ,and identifiable UIDAI brand Allow designated UIDAI staff to update menu’s and content quickly and efficiently 7. Comply with web standards and guidelines for Indian Government websites. Requirement 1: Portal Design Principles and Guidelines 2 Re-create and greatly enhance the existing website to be a resourceful, informative, highly beneficial, cost effective, easy to use, interactive, and architecturally sound portal. The portal should serve as a marketing asset that provides a citizen and administration friendly environment which emphasizes access to UIDAI services, departments and business opportunities. The portal design should follow the guidelines mentioned by Government of India at http://web.quidelines.gov.in The following basic design principles should be incorporated in the portal design: 1.1. Use consistent unified or common themes. 1.2. A basic shell with modestly sized banner graphics or logos, signature icons and action buttons should be provided as a main page design and should be adaptable for each subsequent page of questions (FAQ) portal. 1.3. There shall be a consistent and unique color scheme throughout the entire portal, 7.4. UIDAT Togo should be placed on every page, the background graphic should be the same on every web page, and a navigation bar with key links should appear ‘©UIDAY, 2010 Page 4Redesign, Development, Maintenance and Support of UIDAI Portal on every web page as well. 1.5. Architecture should have flexibility to be scalable. 1.6. High availability of application. me =a 1.7. High reliability - Robust enough to protect itself against possible user errors. 1.8. Secured application to protect from internal and external accidental or malicious access, misuse, or modification. 4.9. The architecture deployed should be Service Oriented Architecture (SOA) compatible. 140. Optimized for Interoperability 7.17. Leverage existing technological advancements for portal applications and use only Open Source technologies. Requirement 2: Provide universal accessibility 2.1. The portal shall be accessible to alll irrespective of technology, platforms, devices or disabilities of any kind. In other words, the agency should consider the broad spectrum of visitors, including general public, specialized audiences, people with out access to advanced technologies and those with limited English proficiency. 22. Shall adhere to W3C web content Accessibility Guidelines. (2.3. The National Emblem of India must be displayed on the Homepage of the Portal. | (for more Information: http://web.quidelines.gov.in) or Annexure |. | 2.4, The homepage and all important entry pages of the portal must display the ownership information either in header or footer. 2.5. Link with the national Portal http:/iww india. gov.in 2.6. Portal should have a proper copyright statement. Requirement 3: Provide a user-friendly site. ©UIDAI, 2010 Page 5Redesign, Development, Maintenance and Support of UIDAI Portal 3.4. Use logical and intuitive links. 3.2. This site should be designed for use on major web browsers. 3.3. The site should not overwhelm the user with visual clutter. 3.4. Design should be accessible to individuals with disabilities, meeting Govt of India requirements. 3.5. Incorporate “printer friendly” feature for all web pages. 3.6. The site design must be useable, offering a quick and user-friendly way to locate the information sought by user. Requirement 4: Provide navigational tools 4.4. _ Include graphic navigation buttons or bars offering shortcuts and leading forward, back, roll up, roll down and back to the home page. 4.2. Navigation Labels — Key factor for locating info. Must be clear, consistent, useful, clearly differentiate each area and descriptive of where going. Most Frequently Used Info should be high in site structure, a few clicks from Home Page. 4.3. Navigation Methods — More than one navigation method available (indexes, site maps, search). Requirement 5: Portal should display Terms & Conditions with the following aspects 5.1, Ownership Details 5.2. Usage policy of content 5.3, Legal Aspects 5.4. _ Responsibility towards hyperlinked sites 5.5. Portal should display Privacy Policy according to Govt of India guidelines © UIDAL, 2010 Page 6Redesign, Development, Maintenance and Support of UIDAI Portal _ Requirement 6: Content Management System (open source CMS Tool) should have below features 6.1. Easily editable content 6.2. Scalable feature sets 6.3. Automated templates 64. Web standards upgrades 65. Workflow management 66. Delegation 6.7. Document management 6.8. Content virtualization 6.9. Content syndication Requirement 7: Develop content for web site 7.4. Using the NIC guidelines and UIDAI requirements, design and create layout themes established in NIC development manual (attached), and convert content from existing web site. Some existing content will need to be “refreshed” and/or eliminated during the conversion process. 7.2. The content should be according to the UID goals and users needs. 7.3. The agency shall design templates for different sections of the website to be used by UIDAI for content submission. The templates will ensure standardization in content development and publishing to the site. Requirement 8: Develop New Content 8.1. Implementing agency will have to develop new content. © UIDAI, 2010, Page 7Redesign, Development, Maintenance and Support of UIDAI Portal 8.2. Portal should be multilingual (English/Hindi/all major Indian Languages) Requirement 9: Content and portal features 9.1. Primary Content should include Profile Mission/Vision Statement History/ Background Departments Role/Functions etc Organization structure Who is Who etc Secondary and Tertiary content in the Portal according to NIC guidelines (For this point pls. refer Govt. of India Guidelines (Annexure-1). 9. Should follow the Quality of Content according to Govt. of India guidelines (Annexure - 1), 2 ~| of al al oy) a 10.Should Design Visual Identity, page Layout, Graphic Buttons & Icons, Typography, Colour, Images, Audio/Video/Animation, Navigation, site search, Sitemap and Frames according Govt. of India guidelines (Annexure - 1) Requirement 10: Other Features 10.1. Site map — all the main pages of the portal should be identified and place ona sitemap for quick reference. 10.2. Separate section for Legislation and guidelines 10.3. Separate section for Press Releases 10.4. Separate section for Consultations 10.5. Separate section for News/ Announcements ‘© UIDAI, 2010 Page 8Redesign, Development, Maintenance and Support of UIDAI Portal 10.6. Events (text, graphics & photos) 10.7. Separate Section for Tenders / RFP and Committees 10.8. Separate Section for “ Jobs” and Feedback 9. Separate Section for Archive 10.10. Separate Section for Parliamentary Questions 10.17. It shail be compulsory to put information related with Right to Information Act (RTI act) on the portal. 10.12. Separate Section for “Contact us”. Requirement 11: Development 111. Developer should follow Govt. of India Guidelines (Annexure - 1) in the development of the portal with respect to the following. a. Use CSS as much as possible to control layouts/ styles in the portal. Scripting Languages File Formats Validation & Testing olalola Web Application Security etc Requirement 12: Limitations & Exclusions 12.4. There are no limitations. Implementing Agency is encouraged to offer features beyond the requested set. Requirement 13: User Interface Requirements 73.1. The user interface must be visually appealing offering a color scheme that is reminiscent of UIDAI. 13.2. User interface navigation must be understandable without training, and the information must be logically organized 13.3. The user interface must be responsive within 1-3 seconds of a page request by © UIDAT, 2010 Page 9Redesign, Development, Maintenance and Support of UIDAI Portal the user 13.4. On all pages, the user shall have a link to send a request or inquiry to the concemed department 13.5. The user interface shall be compliant with established industry standards 13.6. Where multiple pages are returned by the search, these may be displayed as thumbnails or hyperlinks as best suits the final design. 13.7. A suitable “not found” message must be returned where no search criteria are matched Requirement 14: Data Interface 14.1. In future, UIDAI might like to integrate/interface this portal with other UIDAI Applications/Databases. This interface could be redirection, an explicit link or direct interface to the data based on the type of application to interface with. The support and maintenance personnel deployed should be capable of doing this. Implementing Agency is encouraged to, optionally; identify how such potential future data interface may fit into their proposed solution. Requirement 15: Documentation 15.1. The documents issued, created or executed in connection with the Project, including, but not limited to, the Requirements document, Design document, Quality document and other documents should be prepared in standard format and handled over to UIDAI at the time of User Acceptance Test (UAT). Requirement 16: Training 16.1. The Implementing Agency is expected to provide training on the requested content management system component to UID staff. Also to provide an understanding of the web site, database and infrastructure configurations used in the implementation. 16.2. Description of Services for training users on usage of application: ie 1. How to Upload content 2. Training in terms of operating Content Management System (CMS) 3, Updating and making available of new enhanced functionalities ‘©UIDAY, 2070 Page 10Redesign, Development, Maintenance and Support of UIDAI Portal during development, maintenance and support period as and when. required. Requirement 17: Back Up & Recovery 17.1. The Implementing Agency will be required to assure adequate back up procedure. A full system and portal contents backup must be taken on daily basis. Backup strategy will be discussed in details at the requirements stage. Requirement 18: Hosting (optional in case UIDAI opts for a government- designated hosting environment) The Implementing Agency will be required to provide a dedicated hosting environment that meets the below criteria: 18.1. Secure Location, UPS and Generator Backup 18.2. Secure access, encryption 18.3. Dedicated Server 18.4. Full anonymous FTP, unlimited access 18.5. ‘True Domain Name’ IP address 18.6. Canonical Non-‘www.' domain name capability 18.7. Minimum 300 GB web space or greater, scalable as the portal grows over time 18.8. Multiple connections to major internet backbones (with redundancy) 18.9. Access to raw log files 18.10. Web Site Traffic Statistics/Analysis Program 18.11. Administrative Control Panel w/ password protection 18.12. Scalable Server ©UIDAL, 2070 Page 11Redesign, Development, Maintenance and Support of UIDAI Portal 18.13. Spam Filters 18.14. File Manager Capability 18.15. Password protected directories 18.16. Internal Search Engine 18.17. 99% uptime guarantee 18.18. Scalable bandwidth, | 18.19. Support for multiple platform environments for software applications, | 18.20. Stability provided through 24x7x 365-day server management, 18.21. Minimal downtime or disruption of the site in the event of needed server upgrades, 18.22. Professionally staffed technical support help desk. 18.23. Established SLA’s and incident management system with defined escalations and enforcements 18.24. Number of concurrent user my be 500 Requirement 19: Security 19.1. The web site must comply with industry standard security protocols. 19.2. The hosting environment must be equipped with continuously updated automated tools to monitor for and remedy malware, spyware, viruses, and other intrusions. 19.3. The web site must provide a logging mechanism for content changes by users. Requirement 20: Application Administration © UIDAI, 2010 Page 12Redesign, Development, Maintenance and Support of UIDA\ Portal The implementing agency will administer and manage effectively the UIDAI portal application: 20.1 Manage the databases and fine tune the Application, OS, database and application/web server. 20.2. Provide proactive problem prevention and release management 20.3. Maintain the availability of the Application as per agreed SLA 20.4, Provide a robust security infrastructure 20.5. Implement data backup, recovery procedures 20.6. Define escalation mechanism 20.7. Manage the overall health of the Application and the related hardware equipment (server, network, security) 20.8. Any additional service to be provided by Agency on terms mutually agreed upon. Requirement 21: Reporting Requirements 21.1 Monthly reporting of web statistics, including unique user site sessions, page views, hit counters, cumulative year-to-date site visits and page views, etc. Requirement 22: Ongoing Maintenance, Support and Warranty 22.1. The Implementing Agency will be required to provide ongoing support for the web Portal for 3 months from the time of completion of the project. one dedicated resource should be deployed for ongoing support 22 The UIDAI reserves the right to take over responsibility for the hosting of the portal in the future. 22.3. Agency shall develop/customize a web enabled tool (open source) for logging, tracking the complaints and to generate the simple MIS reports on the issues to monitor the SLAs. ©UIDAI, 2010 Page 13Redesign, Development, Maintenance and Support of UIDA\ Portal _ 22.4. The implementing agency will provide remote Support from agency's office during contracted business hours. The agency can decide to provide On-site Support at its sole option. 225. Contact for Support will be by email or telephone. A Support Call will be logged and a telephoned or written response will be provided to attempt either to answer the Support Calll or agree on plans with the UIDAI representatives that will extend the time for resolution of the problem to enable further investigations to continue and to categorize the situation in accordance with the Severity Level definition specified below. 22.6. The support will be classified in following types: 4. Support and fixation for bugs 2. Support for failures 3. Provide guidance to users in using UIDAI portal. 4, Ensure application availabilty. 22.7. Any new technical/functional enhancements required to the application after warranty shall be executed at a reasonable, mutually agreed cost and timelines if any. 22.8. Maintenance of the website during warranty period (Go Live + 3 Months) 22.9. The agency will provide maintenance support during the warranty period which will commence upon deployment of the site in public domain (Go Live). The warranty period will be of 3 months duration. 22.10. The selected agency will be responsible for providing technical and operational support for the period of three months from go-live date under the warranty cover. 22.11. To provide maintenance support after the expiry of contract period upon the request of UIDAI on payment basis. However, this proposal does not seek maintenance support beyond contract period. A separate proposal will be required from the agency if UIDAI decides to request for maintenance support beyond contract period. ‘©UIDAT 2010 Page 14Redesign, Development, Maintenance and Support of UIDAI Portal | 22.12. The selected agency will undertake application upgrades if any and will do preventive maintenance for smooth upkeep of the application. 22.13. The agency shall further study the best practices of website design of other similar organizations and incorporate them in the design of UIDAI website. Requirement 23: Copy rights and trademarks: 23.1. The source code, photos, text, design, trademarks, content or other artwork furnished in the designing of the UID portal shall be owned by UIDAI upon the completion of the successful implementation of the portal Requirement 24: Implementation of the services. 24.1. The Implementation agency should provide expected delivery and implementations schedule for all activities within the scope of work. Requirement 25: Search Capabilities 25.1. Search must be quick, easy to use, and provide meaningful/relevant results 25.2. Consistently placed and available from all web pages. 25.3, Default is simple search, single search box that encourages more than one single search word. 25.4. One search covers entire site, plus seamlessly searches other tech platforms 25.5. Search handles common typo/spelling mistakes and synonyms; is not case sensitive 25.6. Results are useful/relevant for common searches — clear relation between retumed pages/search terms 25.7. Prioritized — highly relevant/useful pages presented within first few results. 25.8. Search results page well-designed, contains appropriate elements/functionality: listing of search terms used, number of hits, numbered list of matching docs, way to © UIDAY, 2010 Page 15Redesign, Development, Maintenance and Support of UIDAI Portal browse results, way to do new search. Avoid search time stats and other irrelevant info. Requirement 26: Enhancement and maintenance of existing intranet application. 26.1. The Implementation agency should integrate with the existing intranet application. The Implementing Agency should complete requirement analysis in 2 weeks and complete the development/customization of portal in all aspects for Go-Live within 2 months of issuing the Work order. After successful Go-Live, Agency should deploy ‘one resource at UIDAI office for any other enhancements and maintenance for the period of next 6 months, ERE Snie and Conde ee ee EST iy 4) The information contained within this “SOW” is both proprietary and confidential to the UIDAI. Ageney shall not duplicate or distribute this “SOW” to any individual or company, unless said individual or company is directly involved in the completion of Agencies response. 2) Database licenses will not be the bidders’ responsibility. The portal should have the capability of interfacing with standard databases 3) The Implementation agency should provide expected delivery and implementations schedule for all activities with in the scope of work. 4) Development resources should be deployed onsite. 5) The UIDAI shall be the sole owner of the copyright, trademarks, patents created and developed by the Agency. 6) Agency shall perform the services and carry out its obligations under the contract with due diligence and efficiency, in accordance with generally accepted techniques and practices used in the industry and with professional engineering and _—training/consulting standard recognized by national/international professional bodies and shall observe sound management practice. ‘© UIDAI, 2010 Page 16Redesign, Development, Maintenance and Support of UIDAI Portal 7) The developed Portal should undergo the Security Audit through STQC. The Security Audit will be taken up by the UIDAI. Website Agency need to complete the observation raised by the STQC to successfully carry out the necessary modifications to meet the Security Audit Compliance without any additional cost to the UIDAI. 8) SLA would be finalized on the mutual agreed terms. ‘SERBS ara Oe ER VATC TEE ee OH ETE 4) 10% as Mobilization Advance against Bank Guarantee. 2) 50% payment of order value will be made on completion and hosting of portal 3) The remaining 40% will be done after the successful audit and completion of the portal along with the final source code. Note: Service Tax will be payable at applicable rates. 4) Agency should be in a Software/Portal Development business for at least 2 years 2) Agency must have handled minimum of 2 similar projects especially in Portal development of which one should be a Government/PSU project 3) The Agency should have an office in Delhi. 4) Agency should have exposure to audits of websites. 5) The Agency should be a profit making Company. 6) The Agency should also give the acceptance of the Terms and Conditions as mentioned in the “SOW” document DEER pena ne TY 4) Agency shall prepare the exit management plan, at least 3 months before the expiration of the contract. The exit management plan should include 2) Transition of UIDAI application etc 3) Transition of Hardware, if any 4) Process for smooth transition ‘@UIDAI, 2010 Page 17Redesign, Development, Maintenance and Support of UIDA\ Portal The attachment below provides the guidelines prepared by NIC which contains procedures for development and management of Government websites and portals in India. The guidelines are also available at http://web.guidelines.gov.in 2 ‘Guidelines for Indian Govt Webstes. pdf ©UIDAL, 2010 Page 18Redesign, Development, Maintenance and Support of UIDAI Portal SNo Description Weightage Past Experience co) 1 | Experience in Portal Projects with implementation of 20 cos. Atleast 2 projects with order value of min 20 lakhs each. 2 | Experience of working on Governmen/PSU Projects, 20 atleast 1 Project with order value of min 15 lakhs. 3 | Experience in any Website/Portal project certified by 10 CERT-IN. Resources proposed 20 4 | Qualified technical resource (1 Project leader and 2 web developer) to deploy for project (CV's to be attached) Technical Solution proposed 30 Based on the best of technologies which is proposed by Agency. ‘© UIDAI, 2010 Page 19Redesign, Development, Maintenance and Support of UIDAI Portal Component A Sr.No. | Particular Rate (Including all Taxes) in lakhs. 7 Requirement analysis, Design, Development and testing of Portal including 3 months warranty, 2. Support and Maintenance for next 3 months post warranty period. Total Component B Sr.No. | Particular Rate (Including all Taxes) in lakhs, T | Onsite Support and Maintenance for half yearly | Year | Year | Year | Year basis for two years after completion of the fq 424 elie Ae om contract. half | half | half | halt Total Total cost Component A+B. Note: Selection of vendor is on the basis of Component A+B, but contract is for Component A. ©UIDAI, 2010 Page 20[niSg) fl Evaluation Team:- 1. Mr. Satyajit Suri (General Manger) ral th (Project Manager) Vo site rcces nak 2. Mr.Veeraju ro Sky 4.Mr. Ran oases Manager)