National Skill Development Corporation

301, 3rd Floor, West Wing, Worldmark – 1,

Aerocity, New Delhi – 110037
+011-47451600-10 | F: +91-1146560417
Website: www.nsdcindia.org

Request for Expression of Interest (REOI) for empanelment of IT Agencies under 8 different
categories as per their core expertise

REOI/IT/2022/011

Important Dates:

Date of commencement of REoI 24th March 2022

Date for Pre-Bid 29th March 2022

Last Date and Time of Receipts of EoI 7th April 2022

Place of Submission and Opening of EoI https://nsdc.eproc.in/

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Contents
1. Instructions to Agencies.................................................................................................................. 3

2. Annexures ....................................................................................................................................... 5

Annexure 1 (A): Eligibility criteria common for all categories ............................................................ 5

Annexure 1 (B): Additional Eligibility Criteria under various categories............................................. 7

Annexure 2: Organisation Details ..................................................................................................... 10

Annexure 3: Experience Details ........................................................................................................ 11

Annexure 4: Declaration ................................................................................................................... 12

Annexure 5: Terms of Reference ...................................................................................................... 13

Scope of Work ................................................................................................................................... 13

Nature of Projects by categories....................................................................................................... 13

Category 1: Software and Mobile development agencies ............................................................ 13

Category 2: UI/UX design and development agencies.................................................................. 15

Category 3: Data Analytics (AI/ML) agencies ................................................................................ 16

Category 4: Data analytics visualization ....................................................................................... 18

Category 5: WhatsApp enabled chatbot service / product agencies ........................................... 20

Category 6: ERP solution Provider supporting SAP – (FICO, MM and SuccessFactors) ................ 23

Category 7 - GIS (geographic information system) service providers .......................................... 26

Category 8 - Learning Management System – Development agencies ........................................ 28

Selection Methodology ..................................................................................................................... 30

Annexure 6: Instructions to Bidder for applying for REOI ................................................................ 31

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 1. Instructions to Agencies
1. Introduction: National Skill Development Corporation (NSDC) is a not-for-profit public limited
company incorporated under section 25 of the Companies Act, 1956 (corresponding to section 8 of
the Companies Act, 2013). NSDC was set up by Ministry of Finance as Public Private Partnership
(PPP) model. The Government of India through Ministry of Skill Development & Entrepreneurship
(MSDE) holds 49% of the share capital of NSDC, while the private sector has the balance 51% of
the share capital.
NSDC is a one of its kind, Public Private Partnership in India. It aims to promote skill development
by catalyzing creation of large, quality, for-profit vocational institutions. It provides funding to
build scalable, for-profit vocational training initiatives. Its mandate is also to enable support systems
such as quality assurance, information systems and train the trainer academies either directly or
through partnerships and setting up Sector Skill Councils.
2. Objective of empanelment: NSDC is inviting Expression of Interest to empanel eligible agencies
to work for NSDC on various activities under various categories, the type of projects / technologies
are mentioned as below:
a. Category 1 - Software and Mobile Application development agencies
b. Category 2 - UI/UX design and development agencies
c. Category 3 - Data Analytics (AI/ML) agencies
d. Category 4 - Data analytics visualization
e. Category 5 - WhatsApp enabled chatbot service / product agencies
f. Category 6 - ERP solution Provider supporting SAP – (FICO, MM and SuccessFactors,
BICO)
g. Category 7 - GIS (geographic information system) service providers
h. Category 8 - Learning Management System – Development agencies or Service provider
Interested Firms should provide information demonstrating that they have the required qualifications
and relevant experience to perform the activities mentioned but not limited to.
3. Interested firms are required to furnish the information/documents as per the format given under
Annexure-1 (A) and 1 (B) (Eligibility Criteria)
4. Duration: Empanelment of agencies are for a period of 3 years from the date of issuance of letter
of empanelment. However, the duration can be reduced or extended based on performance of firms.
More firms can be added in the empanelled list provided they meet the conditions set out under this
EOI.
5. Firms will be eligible to participate in empanelment process through limited tender based on
meeting eligibility criteria under this REOI and scoring >= 80 marks in the technical presentation.
The limited tender will be floated in the future.
6. For any assignment, NSDC will share SoW separately to empanelled firms to seek
quotation/proposal. Evaluation and selection criteria shall be mentioned in specific SOWs.
Empanelled firms which will be selected under each assignment will be issued PO/Contract.
7. Empanelment does not guarantee that work will be assigned to each of the empanelled firm.
8. During the empanelment period, firms have to inform NSDC when firms undergo material changes
(internal or external) which can impact the obligation.
9. NSDC reserves the right to reject any or all the proposals submitted in response to this EOI
document at any stage without assigning any reasons whatsoever. NSDC also reserves the right to

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 hold or withdraw or cancel the process at any stage under intimation to the applicants who submit
the response to REOI.
10. Firms who fulfil all the eligibility criteria as mentioned in Annexure-I (A) and Annexure- I(B)
and interested in this assignment as per Terms of Reference may submit their application in the
prescribed format along with relevant documents on NSDC website:
https://www.nsdcindia.org/active-tender and NSDC eProcurement portal https://nsdc.eproc.in in
accordance with the instructions enumerated in Annexure -6 on or before last date and time of
submission.
11. No Courier/Hand Delivery of physical documents is allowed.
The Procurement Team
National Skill Development Corporation,
301, West Wing, Worldmark-1, Aerocity,
New Delhi - 110037
Website: www.nsdcindia.org
Email id: procurement@nsdcindia.org
Phone: 011-47451600

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 2. Annexures
Annexure 1 (A): Eligibility criteria common for all categories
# Criteria
1 Registration Status
Description
The bidder shall be any ONE of the
following with their registered office in
India as on 31st March 2021:
I. A company incorporated in India
under the Companies Act, 1956 or
Companies Act 2013 (as amended
till date), and subsequent
amendments thereto
II. An entity registered under LLP Act
2008 and subsequent
amendments thereto.
III. Partnership firms registered under
Indian Partnership Act, 1932
5
Documentary Evidence (at Page No.
Compliance (Yes/No)
__ of Technical Proposal)
Certificate of Incorporation/
Registration
Copies of Articles of Association (in
case of company) OR Partnership
deed (in case of partnership firm)
OR Self-Certificate in Letter Head in
case of Proprietorship along with
GSTIN certificate OR Bye laws and
certificate of registration (in case of
registered co-operative societies)
 Documentary Evidence (at Page No.
# Criteria Description Compliance (Yes/No)
__ of Technical Proposal)
IV. Registered Co-operative societies
under Societies Registration Act
(1860)

The bidder must have a registration Bidder must provide a copy of the
number for GST (Goods and Services Tax) following in the name of the
2 PAN and GSTIN and hold a valid PAN. bidding company:
PAN card
GSTIN
The bidder, as on the date of bid An undertaking (self-certification on
submission, has not been blacklisted or company’s letterhead) is to be
debarred and is not under blacklisting submitted.
period/active debarred list by NSDC or any
3 Blacklisting
of the Central or State Government
Organization/Public Sector
Undertaking/Autonomous Body etc.

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Annexure 1 (B): Additional Eligibility Criteria under various categories
Average annual turnover in last 4 FY Minimum Qualified staff on
(2018-2022) Payroll (Certificate by Head
Sr. No. (Certificate as per Annexure 2) HR and signed by Authorized
Signatory of Company / CA /
Category Number Category CS)

Software and Mobile Application development

1 Category 1 1 Cr 50
agencies

2 Category 2 UI/UX design and development agencies 1 Cr 20

3 Category 3 Data Analytics (AI/ML) agencies 1 Cr 30

4 Category 4 Data analytics visualization 1 Cr 30

WhatsApp enabled chatbot service / product

5 Category 5 1 Cr 30
agencies

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 Average annual turnover in last 4 FY Minimum Qualified staff on
(2018-2022) Payroll (Certificate by Head
Sr. No. (Certificate as per Annexure 2) HR and signed by Authorized
Signatory of Company / CA /
Category Number Category CS)

ERP solution Provider supporting SAP – (FICO,

6 Category 6 3 Cr 30
MM and SuccessFactors, BICO)

GIS (geographic information system) service

7 Category 7 10 Cr 30
providers

Learning Management System – Development

8 Category 8 3 Cr 30
agencies or Service provider

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 * An entity shall be considered as a Startup:
a) For agencies falling under startup category as defined below are exempted from the criteria
mentioned in Annexure 1 (B); however, the companies applying under the startup category has to
produce the relevant documents as per this REOI confirming the below conditions.
b) If it is incorporated as a private limited company (as defined in the Companies Act, 2013) or sole
proprietorship or registered as a partnership firm (registered under section 59 of the Partnership Act,
1932) or a limited liability partnership (under the Limited Liability Partnership Act, 2008) in India;
and
c) Up to seven years from the date of its incorporation/ registration and
d) If its turnover for any of the financial years since incorporation/ registration has not exceeded Rs. 25
crores: and
e) If it is working towards innovation, development or improvement of products or processes or
services, or if it is a scalable business model with a high potential of employment generation or
wealth creation.
f) The startup should have one of the following MSME Udyog Aadhaar Certificate/Start up India
Certificate/any State start up certificate/any other certificate validating the entity as a startup.

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Annexure 2: Organisation Details

[On the letter head of firm]

Name of the Firm

Date of Incorporation of Firm (DD/MM/YY):

Place of Incorporation:

PAN Card No.

(Copy of PAN card to be attached)
GSTIN
(Copy of GST certificate to be attached)

Registered Address
2021-22 - INR
2020-21 - INR
Turnover of past 4 years 2019-20 - INR
2018-19 - INR

Telephone:

Website:

Concerned person’s Name and Designation

Mobile No:

Email ID:

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Annexure 3: Experience Details

Specialisa Duration Name Name Project Annual Brief of Contact Details of

tion / FY of of Duration Project Value Services Clients for
Client Project in INR Provided Testimonials

Add more rows if required

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Annexure 4: Declaration

Letter Head of the Firm

Date:……

To whomsoever it may concern

I/We hereby solemnly take oath that I/We am/are authorized signatory and hereby declare that I /
Our firm/ Agency/ Institute/Company/Organization do not face any sanction or any pending
disciplinary action from any authority against our myself/ firm / Company /Organization or
partners."

Further, it is also certified that our firm has not been blacklisted by any government or private or
any other organization.

In case of any further changes which effect of this declaration at a later date; we would inform NSDC
accordingly.

Authorized signatory
(with seal)

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Annexure 5: Terms of Reference
Scope of Work
This REOI aims to identify and engage agencies to provide Software Development and maintenance
services for NSDC. The agencies shall work in close collaboration with NSDC. This ecosystem is
envisaged to help in delivering IT services for onboarding stakeholders and their associated workflows,
processing claims, delivery of other related services etc.
The details mentioned in this section are indicative in nature and NSDC may as per its requirements
add/delete scope elements (including man-power requirements).

Nature of Projects by categories

Presently it is envisaged that all empanelled agencies under various categories are expected to deliver
services to NSDC of two types viz. “Project Mode” and “Team Mode”. In project mode it is envisaged
that NSDC shall assign the work on end-to-end delivery model (deliverables and/or milestone based)
including software development and/or maintenance and in “Team Mode” it is envisaged that NSDC
shall augment its technical manpower for its on-going projects on “time and material” basis. The
technical manpower shall be provided by the empanelled agencies. This is, however, indicative in nature
and services to be sought from empanelled agencies may be changed as per needs of NSDC.

Category 1: Software and Mobile application development agencies

1. Indicative list of projects/specialisation which the empanelled agencies are expected to perform
through their manpower is provided below:
a) Core Application development and maintenance consisting of application clients, backend,
API/endpoints etc. and shall also include, but not limited to, the following-
i. Software/Application Development and/or maintenance
ii. System Administration through admin portal
iii. Analytics/Reporting
iv. Fraud management
v. Portals for partners and public
vi. Mobile applications
vii. Testing, deployment, and benchmarking
viii. Migration (data and application)
ix. All necessary code required for automated testing, deployment, upgrade/migrate, and
monitoring from application perspective.
x. Integration (with 3rd party applications)
xi. Helpdesk applications and operations
xii. AI/ML and other emerging technologies for POC studies and use of AI/ML based
solutions to develop new applications / improve performance of existing applications
xiii. Consulting service for requirements analysis, technical design and PoC
xiv. Any other related or incidental work

b) Supporting Applications such as-

i. Administration through Admin Portal
ii. Analytics and Reporting or Business Intelligence
iii. Fraud Management
iv. Portals for Partners and Public
v. Mobile applications

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 vi. All necessary code required for automated testing, deployment, upgrade/migrate, and
monitoring from application perspective.
2. Below is the brief of nature of projects that the empanelled agencies may be required to
undertake-
i. Handover/Takeover of existing applications / portal / Website and maintenance (from
existing vendors)
ii. New functional enhancement as required
iii. Re-design and/or re-factoring of application architecture
iv. Upgrading to new technology versions
v. Mobile strategy and responsive design
vi. Performance improvement

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Category 2: UI/UX design and development agencies
The high-level scope for UI/UX design for web and mobile and mobile application development is
defined as below, this is an indicative list and based on the projects scope could be changed for
adapting best practices and developing best in class web / mobile interface and mobile (Android / iOS)
app development, while developing / designing the UI/UX, Mobile application the agency shall follow
the best practices / standards of the industry and design principles and also follow the below
mentioned activities and practices.

1. Conduct workshops for knowledge alignment and requirement gathering with stakeholders and
present readouts / outcomes at the end of workshops.
2. Workshops may be remote but, in some cases, the team will be expected to visit the field for
the immersion / design phase.
3. Supplier will assist in defining UX user stories along with product owners / client stakeholders.
4. Detailed requirement gathering and analysis
5. Stakeholder Interviews
6. Analysis of existing /similar websites and mobile apps and best practices
7. Observations and inputs on existing website with focus on areas that require improvement
8. Coordination and collection of required content from the concerned stakeholder
9. Integration and consolidation of data and information
10. Preparation of content structure/ information architecture for the website
11. Approval of prototype (design interface) developed by the agency from the stakeholder
12. Approval on the content gathered by the client department & Client Sign-off for Design
finalization
13. Testing and Quality Assurance
14. Carry out Unit Testing, Functional Testing, Integration Testing and Support User Acceptance
Testing (UAT)
15. Develop and Apply fixes on the system for all issues and bugs reported during UAT
16. Develop Automation framework for Test Automation
17. Create test scripts and scenarios for regression testing of the user interfaces
18. Engage an STQC Agency for STQC audit, provide support during STQC Audit and close all
Audit findings
19. Ensure that the portal / application and mobile application is designed and developed as per the
GIGW guidelines and W3C compliant.
20. Ensure that the developed frontend covers the entire activity use-case listing for all the users as
per their roles
21. Ensure that the developed frontend provides the required security and is free of vulnerabilities
such as SQL
22. Ensure that the developed frontend provides single sign-on capabilities and is connected to the
active directory for user and access management

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Category 3: Data Analytics (AI/ML) agencies
The agency shall create a DSS (Decision Support System) for the management to take key decisions
based on the analysis reports, the methodology may include using AI / ML / NLP or other practices
such as video analytics to provide insights on the respective projects.
The projects may include analysis of social media platforms, documents, comments in the portal or
human text / speech for collection of data and analysis of the unstructured data.
Using the AI/ML tools provide insights to more accurate and timely forecasting while referring to the
current or historical data. The agency will be conducting various types of analytics using the AI/ML/NLP
which are mentioned as below but are not limited to:

a) Descriptive analytics: Analyzing the data that helps describe, show or summarize data points
in a constructive way such that patterns might emerge that fulfill every condition.
b) Diagnostic analytics: Analyzing the data to identify the root cause or finding out what
happened
c) Predictive analytics: Using the AI/ML analyze the current and past data to predict the future
or otherwise unknown events.
d) Prescriptive analytics: Identify the challenges and solutions to overcome on the challenges
through the data.

MIS and BI Reporting, Reporting Dashboard and Dynamic customized reporting

The agency will generate various MIS reports on the basis of the KPIs defined by the NSDC and monitor
the progress of scheme and periodically intimate the NSDC about the outcome of the scheme
implementation. The NSDC might also ask at various stages of the project for customized reports from
the agency which shall be generated and submitted.

Story telling
The agency will also share the analysis conducted on various schemes and how various KPIs effect the
implementation or success of a scheme, the outcome of the project shall be to provide valuable and
intelligent insights to NSDC for taking corrective actions or assist NSDC in streamlining, successful
implementation of the schemes.

Design & Implementation of Analytics Framework

The proposed analytics framework shall be a multi-level role-based access system. Implementation
partner shall integrate login of the analytics framework with NSDC web portal authentication
framework. After login, the users should be able to generate reports and access dashboard with
required information. User dashboard should be customizable to add or remove the analytics
information the user would like to access such as:

I. All information available on the dashboard relevant login

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 II. Relevant summary reports
III. Analytics against various attributes
IV. All this information must be available in reportable and shareable format
i. The analytics framework shall consist of the following:
a) Data Cleansing: Data cleansing shall be a critical component of the framework. It shall
be performed on the historical data of NSDC and shall also be an ongoing activity
throughout the assignment to maintain the data sanity of the data sources. Two major
activities are envisaged under the data cleansing component:
I. Data Deduplication: Deduplication of data especially in the various
databases shall be required to be performed. Also, NSDC plans to integrate
its portal public and private entities. The selected bidder shall also be
required to perform the deduplication of data on the information received
II. Data Sanitization: The selected bidder shall perform tool-based
identification of outliers and records with missing data in the database. The
same shall be flagged to NSDC for further action from these entities.
b) Data Visualization: Data visualization would consist of the data representation
activities that would need to be performed by the selected agency for various formats
of graphs charts or representation of data in meaningful format for the management to
take various data driven decision making. Predictive analysis
c) Semantic Analytics: The selected agency shall be required to conduct analysis of plain
text information in order to extract meaningful insights
d) Web Analytics: The selected agency shall be required to perform web analytics on the
various portals of NSDC and social media.
e) Automation: The selected agency shall be required to implement Automation for
Dormant Application Purge/engagement system by building an automated rule builder
system for email notification-based communication to the service applicant.
f) Architecting services for web and mobile applications profiling and performance
enhancements: The selected agency shall also be required to implement systems and
provide recommendation report for re-architecting website for performance
enhancement of the current web portal by providing technology component changes or
addition based on the new technologies available per global standards.

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Category 4: Data analytics visualization

The agency shall assist the NSDC in creating data analytics and visualization of reports using various
available open source or proprietary tools. The scope of work of the data analytics visualization agency
is as below but not limited to:

ii. Collaboration:
iii. Ability to annotate visualizations/dashboards/reports
iv. Ability to share visualizations/dashboards/reports
v. Ability to organize shared visualizations/dashboards/reports into logical
groupings
vi. Community of users that share custom widgets
vii. Technology
viii. In-memory data storage
ix. Data warehousing
x. Supports both scheduled and ad hoc data refresh methods
xi. Supports ODBC, API, flat file connections to data sources
xii. Provides API for data access/extraction from outside applications
xiii. Provides search capability over data sources; visualizations; reports;
dashboards; reports
xiv. Supports mobile devices
xv. Supports Office 365
xvi. Dashboarding
xvii. Supports grouping multiple visualizations into a single view
xviii. Supports dashboard-level filtering
xix. Supports linking of multiple dashboards
xx. Product supports copying and editing of existing dashboards by line of
business (i.e., non-IT) users o Product supports dashboard templates/wizards
xxi. Analysis o Supports the ability to perform “what if” analysis
xxii. Supports the ability to export underlying dashboard/visualization data to a flat
file (Excel, CSV, etc)
xxiii. Supports the ability to do ad hoc reporting
xxiv. Visualizations
xxv. Supports visualization of data/insights (ex. infographics)
xxvi. Supports drill down, drill up, time series slider on all visualizations (including
infographics)
xxvii. Supports embedding of external visualizations
xxviii. Suggested default visualization based on the context of the source data
xxix. Supports embedding visualizations for external consumption (SharePoint;
website; etc.)
xxx. Product supports map integration by lat/long (including village / city-level
granularity)

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 xxxi. Supports customizing the look and feel (colors, fonts, chart type, etc) of all
visualization elements
xxxii. Ability to send visualizations to the clipboard for use in external applications
(Word; PDF; etc.)
xxxiii. Reporting
xxxiv. Supports the ability to schedule report delivery

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Category 5: WhatsApp enabled chatbot service / product agencies
The agency shall assist the NSDC in development and implementation of WhatsApp enabled chatbot
feature / functionality. The scope of work for the agency and the features of the chatbot are as below
but are not limited to:
FAQ Based Assistance:
This should allow the users to read all standard relevant queries using the predefined decision trees.
It should provide relevant content in available database and provide multiple FAQ to user, relevant
to his/her query in a meaningful manner. The FAQ will cover the all-valuable questions related to
skilling domain that can be expected from NSDC stakeholders
Intelligent Bot Feature include

1. Leveraging technologies like Natural Learning Process (NLP) and Machine learning to enhance
contextual understanding, generative responses and learning abilities while doing end to end
conversation with users. Decision trees should be applied for learning from the previous
conversation.
i. BOT will help customer/user with their queries related to viewing of Tracking
of application Status, Payment Receipts, Registration of complaints, knowing
application’s status, knowing the eligibility etc.
ii. The BOT will automatically analyze the User Request, extract relevant
activities and respond to the user. The response can be predefined text, a text
retrieved from a knowledge base that contain different answers, a
contextualized piece of information based on data the user has provided, data
stored in enterprise systems, the result of an action that the BOT performed by
interacting with one or more backend application, a disambiguating question
that helps the BOT to correctly understand the user’s request
iii. Multi-Lingual: The BOT should be available in the multi local languages to
interact with users
iv. Measure Customer Satisfaction: With conversation ratings, it will get the
information that will be needed to improve bot’s performance and make the
users more satisfied. When the rating is poor, the bot should automatically
propose alternative actions (leave a message, or switch to a human agent when
available, such scenarios should be less than 10% of total conversations).
v. First-level support, automated and consistent: Self-service not only helps users
find solutions faster, but it also ensures consistent support. Additionally, it
should help the users to reduce the queries to helpdesk services.
vi. BOT to enhance contextual understanding, generative responses and learning
abilities while doing end to end conversation with users.
vii. Provide admin access to NSDC officials to add/update/delete the query and
response on the basis of the conversation analysis between BOT and user.
viii. Any request of NSDC stakeholders through email involving FAQs and data
driven response to be managed by BOT
ix. BOT should be capable of integrating with all the social media channels and
IT applications of NSDC. It should also provide some useful insights through
integration

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 x. Provide real-time dashboard to help in monitoring of BOT application,
generating industry-specific actionable insights for NSDC management, users
Problem Areas, users satisfaction assessment, and so on.
xi. Provide different levels of filters criteria for generation of reports and
dashboards based on the interactive queries. The solution should be capable of
handling all questions and access to all the conversations based on search text
in reports. Solutions should be capable of providing reports in different formats
like word, excel, csv, pdf and so forth instantaneously useful throughout the
entire organization.
xii. It should provide voice enabled support
xiii. All inbound calls to existing NSDC call centre to be handled by BOT
xiv. L1 and L2 level support services (IT application related) currently being
offered through human intervention to be replaced with BOT
xv. Understanding and predictive analysis of the user based on the previous
interaction & behaviour analysis of the user.
xvi. Focusing on operational efficiency, quality and cost efficiency with continuous
improvement by learning from regular sessions.
xvii. It should be user friendly for differently abled persons as well
xviii. Scalability for enhanced add-on services as per industry standard.
xix. Capturing Feedback as applicable/required by the NSDC for data analysis.
xx. Recognizing and responding to new suggestions, if provided by user.
xxi. Understanding & executing compound query, at the same time ability to
identify different intents and act upon both simultaneously.
xxii. BOT should support 10,000 concurrent users
xxiii. The vendor should have capability to develop webportal, mobile app and host
the bot over same.

Solution Specification:
The proposed solution must support the following specification. Competent authorities are required
to submit compliance towards all the specifications/features mentioned below
A. Dashboard
1. View daily/weekly/monthly count of messages sent or received through WhatsApp
i. Show count of messages with delivered, read, and failed status.
ii. Show count of currently active whatsApp conversation with chatbot and
human agent.
iii. Export data in .xls, .csv etc. format
iv. Dashboard should have responsive design and should be able to automatically
resize, hide, shrink, or enlarge, a website, to make it look good on all devices.
(Desktops, tablets, and phones)
B. User/Agent Management for Chatbot
1. Ability to add/delete/update user/agent accounts.
2. Ability for admin to monitor agent conversation with end user

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C. Case Management
1. Ability to create cases for queries, complaints and service requests
2. Ability to assign case with rule-based criteria
3. Ability to search solution for case in previous cases
4. Ability to auto-escalate case
5. Ability to integrate workflow with case management for automatic case alert, notification and
escalation.
6. Ability to use multichannel communication for case management (email, mobile, self-service,
social media) through external APIs
7. Ability to assign case level tasks/activities to other users
8. Ability to create and track child cases
9. Ability to auto-close case
10. Ability to reopen case
11. Ability to authenticate customer through OTP (sms)

D. Encryption and Security

1. Ability to encrypt WhatsApp messages exchanged between NSDC and end user.
2. Chatbot should comply with all the guidelines issued by Meity/Govt. of India and other
regulatory authority from time to time at no additional cost.
3. Competent authority should not disclose any information in WhatsApp messages or data
generated through chatbot solution with any third party.

E. Rule based automatic routing of conversations using latest AI and ML techniques.

1. Ability to define rules for conversation routing.
2. Multiple level rule support for different categories of routing.
3. Execution of rules and auto routing to relevant query.

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Category 6: ERP solution Provider supporting SAP – (FICO, MM, SuccessFactors and BICO)

Background
NSDC has SAP Core modules like Finance, MM, CML, HCM, SuccessFactors, Fiori, BW implemented
along with Newgen BPM and DMS. The application stack consists of SAP S4HANA 1809, BW on HANA
7.5, PO / PI 7.5, Solution Manager, Business Objects, Newgen IBPS and Omni-Docs DMS. The detailed
scope of work is given under the heading
NSDC intends to get the AMS services for the implemented applications through reputed IT company
who provides maintenance support for SAP system. Along with that a Data Migration of Financial Data
in Microsoft Dynamics AX to SAP Business Warehouse (BW) System needs to be performed
Objectives of the assignment
a) Software maintenance and support services (including Maintenance of Application
b) Software and Release Management of subsequent versions) for application to meet the
desired Service Levels for SAP and Newgen Applications
c) Minor and Major Enhancements on the implemented modules including implementation of
new requirement where required
Scope of the Project
General Scope
The selected bidder should provide exhaustive support and maintenance, including but not limited to
troubleshooting, problem resolution, maintenance, enhancements, and support packages,
enhancement packages upgrade services for the following application system:
# Module High Level details of implemented Solution
1. SAP Finance Standard and multiple Customized processes and submodules
2. SAP SuccessFactors Onboarding / Offboarding, Learning (LMS), Recruitment &
Marketing and Goals Modules
3. SAP MM (Procurement) SAP Procurement Standard and Customized processes
4. SAP BICO Reports and Dashboards

a) The selected bidder will be responsible for technical problem determination of the application
and the related HANA databases. If problem determination leads to the need for SAP
patching/fixing of the SAP application or DBs (SAP kernel fixes, SAP application or Database
fixes from OSS notes), selected bidder should inform NSDC and after approval from NSDC,
install any SAP-supplied patches and/or fixes. This need to be done for all the SAP instances
and Databases.

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b) The selected bidder will be responsible for the scripts for scheduling and checking backups of
SAP and Databases and ensuring archiving of backups are successful. Also resolving if any
backup related issues.
c) The selected Bidder will be responsible for performing all Basis related tasks from SAP
perspective. Operating System and Infrastructure Management is out of scope.
d) The selected bidder should configure, manage, and maintain all SAP applications and
Databases as per scope of the project.
e) The selected bidder should manage and support the new reports that would get created post
AX – SAP Data Migration in SAP BW / BO
f) The selected bidder should assign at least one onsite ABAP Engineer, and one SAP Finance
Consultant. The seating arrangement will be provided to the onsite resources.
g) The offsite functional consultants should be deployed onsite when required.
h) The selected bidder should give support for SAP applications at the time of DR drill related
activities.
i) The Selected bidder should use NSDC provided Incident Management tool to maintain the
information for each incident including but not limited to, problem description, start and end
dates/times, actual or potential root cause(s), corrective action taken, and future action
required.
j) The selected bidder shall be responsible for raising and managing OSS requests with SAP
throughout the incident/service request lifecycle on behalf of NSDC as per requirement.
I. The selected bidder should provide support for change control management of
application where all the work orders from NSDC will be recorded, approved, tracked,
and managed throughout the life cycle.
k) The selected bidder shall provide written documentation for each task completed:
I. Maintain all existing documents to the latest version. Make necessary changes where
required to bring it to the latest level
II. Functional and Technical Specification of each procedure, including a list of data
in/out, including Logical Process flow chart, overall decision structure and data flow
III. Design Document when going for a Major Enhancement
IV. Unit testing, System Integration testing, User Acceptance Testing (UAT) documents
V. User Manuals for all the new changes performed
VI. Description of external program interfaces, including a list of data in/out and
dependencies

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 l) The Selected bidder should work with NSDC IT team to provide monthly status and activity
reporting including, but not limited to, work orders analysis, actual hours usage, average cycle
time, quality issues, and improvement recommendations.
Geographic Scope
NSDC has a registered and corporate office in Delhi and has state engagement officer(S) who operate
from multiple states in India.
Number of Users & Licenses
# Department Total no. of users Remarks
1 SAP Professional License (Dialog User) 80

Hardware & Infrastructure

NSDC has all the requisite Infrastructure deployed on AWS Cloud as Infrastructure as a Service (IAAS)
as well as certain Software as a Service (SAAS) based applications on SAP Cloud. Infrastructure Support
including Operating System Support will be out of scope of this RFP. However, for all Application
support like System unavailability and other support activities like backup, DR setup / drills, system
failures etc. which Basis consultant / Administrator performs the Consultant would need to liaison
with Cloud Service provider to resolve the issues.

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Category 7 - GIS (geographic information system) service providers
The NSDC is planning to populate the training centres / Partners across India on the GIS map which
shall also provide various information about the centres for the citizens / candidates / training
partners. The high-level scope of work but not limited to for the agency implementing the solution for
the NSDC projects, which may include the above-mentioned requirements or other features as and
when required for other projects is as below:
Scope of GIS service provider:

1. The agency shall propose and develop a comprehensive GIS data model and normalize it as per
the proposed system requirements.
2. The agency shall be responsible to design a detailed structured questionnaire to capture required
attributes / data. Based on the approval received from NSDC, the agency shall strategize /
initiate the data creation/ update process and define the SoP.
3. The Successful Bidder shall suggest on ways to improve NSDC operations to populate the GIS
data base easier and more accurate.
4. The GIS data model should be designed considering the requirements of entire organization to
support database and application integration with database of training centers / training
partners, institutions etc. The integrated modules should seamlessly update the GIS Database
in real time and vice-versa.
5. Preparation of GIS Base Map (2D and 3D):
a. The selected bidder is expected to provide technical and management support during
the planning, design and implementation phases of GIS base map preparation activity
as described below but not limited to, for satisfactory performance of the services
within the Contractual framework.
b. Enable geo tagging of various locations identified by the NSDC / self-tagging by the
users of the department.
6. The agency shall procure the required satellite imagery for neat and clean delivery of required
services to NSDC
7. Design, Develop and Implement GIS Portal: The agency is required to gather the requirement
from the NSDC post which they will design, develop and implement the required GIS portal,
which shall consist of below scope but not limited to:
a. GIS portal for Internal User
b. GIS portal for the public
c. GIS portal for the entities related to or working with NSDC
d. User Creation and Security Management
e. Map Browsing: This module should mainly comprise of the basic map navigation tools
and the most essential tools for identification of features and attributes. Following are
some of the maps browsing functionalities:
i. Zoom-In & Zoom-Out: The user will be able to select a particular portion of
the map by drawing a rectangle or just clicking on the map to see the map at a
smaller scale.
ii. Full view (Text): The user can view the map in full extent after zooming in or
zooming out at different scale

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 iii. Identify, Find: User can key in the desired area and the application will
highlight the area on the map
iv. Select / Clear Feature: User will be able to select / clear the features of active
map layer
v. Descriptive Map Information Tool: When the mouse cursor hovers over each
map feature, information should be shown based on the feature's attributes.
Functionality should be available for all feature classes; should be able to
display a combination of attributes and should not limit the number of features
that can be included with the map tool. It should allow user to turn ON and
OFF as needed
vi. Legend: User will be able to view all Layer List (index) with proper symbology
f. Data Editing and Auto Data Conversion feature: This module will provide the data
editing capabilities including new data addition and existing data Updation for
geographical features and its attributes. This module will provide user to edit GIS
Features. The users shall have online editing facility. There shall be mechanism where
the edited data can be quality checked and updated in the GIS database.
g. Search facility: Should allow users to search features by both pre-configured and
dynamic based on unique values as follows
h. The agency shall provide solution for analysis, routing, distance and area
measurements
8. The agency shall support the NSDC in integrating with external systems / software’s by
developing API / microservices
9. The agency shall ensure that the developed solution is highly secure and adheres to all the
standards laid down by the Government of India

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Category 8 - Learning Management System – Development agencies or Service provider
The NSDC is looking forward to empanelling agencies who have worked in the domain of Design,
develop, Implement and maintenance of Learning Management Systems or have acted as service
provider of LMS. The scope of work for the agency is as below but not limited to:

1. Objective: The primary objective of the agency is to design, develop or implement Online
Learning / Skilling platform for improvement in training compliance to ensure that all the
facility users meet all their training requirements.
2. Functional Requirements: A broad level functional requirement of the portal to be designed
are as below but are not limited to, a complete requirement can be finalized only after
stakeholder interaction and requirement gathering from the representatives of NSDC:
a. Course content designed, created, and managed in the system
b. System home pages and course content customizable to align with branding and style
guidelines
c. Supports On- line and instructor-led courses
d. Support use of multiple formats (PPT, audio, video, animations) in course content
e. Training matrix defined by job role
f. Training matrix and status (complete, overdue) viewed online by learner and manager
g. Course catalog online – courses and dates
h. Online registration
i. Online completion of courses
j. Management of courses with no content – waivers, certificate of training completed off
site, citizenship verification
k. Standard reports for learners, managers, and administrators – completed courses,
overdue courses, course usage
l. Notifications – registration, reminder, completion confirmation
m. Course quizzes and evaluations managed (Assessment) in the system
n. Communication among various users and notifications when the status of an activity
changes
o. Assessment (Text Based & Voice Based)
i. Exam statistics
ii. Flexible grading processes
iii. Random question pools with a facility for practice test in which student can
select no. of question and define required time.
iv. Question bank (randomization and shuffling facility)
v. Integration of content with assessment question
vi. Provision for generating batch performance report enabling trainer to set the
delivery pace in the classroom (Flip It Concept)
vii. Voice based assessment for learning English and other international languages
p. Learning Activities
i. Role based login access
ii. Discussion forums

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iii. Ability for students to create and post audio and video responses in discussions
to clarify the doubts
iv. Restricted access of the content. Certain courses are free and certain are on
paid basis. Course introduction and preview videos of the paid course will be
available in free zone.
v. Sequential access of module is preferred. In case students has not finished
Module-1 can still jump to next sequential module (Module-2) with a system
warning.

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Selection Methodology
The NSDC will call presentation from the agencies who have qualified on the eligibility criteria as
mentioned in Annexure 1 (A) and Annexure 1 (B) for their respective category. The marking for the
agencies in technical qualification is as below:
# Parameters Max. Score Document to be provided
Understanding of 1. Details along with copies of Work
requirements, Order/Agreement/Completion Certificate
Approach and specifying the scope of work and the
Methodology contract value. – Project details in
1) 30 Marks on Maximum of A4 size pages with Calibri 11
previous font
experience in 2. Presentation on understanding and
similar requirement – In maximum 3 slides
1. 100 Marks
projects 3. Presentation on Approach and
2) 30 Marks on Methodology in maximum of 3 slides
understanding
of the
requirements
3) 40 Marks on
Approach and
Methodology

** Note – Each agency will be given a timeslot of 15 minutes for their presentation.
The agencies which will score more than 80 marks in the technical presentation will be eligible to
participate in limited tender which will be floated in the future for similar scope of work under various
categories.

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Annexure 6: Instructions to Bidder for applying for REOI

1. C1 India Private Limited: Service provider to provide the e-Tendering Software and facilitate the
process of e-tendering on Application Service Provider (ASP) model.
2. NSDC e-Procurement Portal: An e-tendering portal of National Skill Development Corporation
(“NSDC”) introduced for the process of e-tendering which can be accessed on https://nsdc.eproc.in.
Pre-requisites:
a) It is mandatory for all the bidders to have Class-III Digital Signature Certificate (With Both
DSC Components, i.e. Signing & Encryption) from any of the licensed Certifying Agency
under CCA, Ministry of Electronics and Information Technology, Government of India to
participate in e-tendering portal of NSDC. Bidders can see the list of licensed CA’s from the
link www.cca.gov.in
b) C1 India Pvt. Ltd. also facilitate Class III Digital Signature Certificate (With Both DSC
Components, i.e. Signing & Encryption) to the bidders. Bidder may contact C1 India Pvt. Ltd.
at mobile no. +91-7291981138 for DSC related queries or can email at
vikas.kumar@c1ndia.com.
c) To participate in the online bidding, it is mandatory for the Applicants to get themselves
registered with the NSDC e-Tendering Portal (https://nsdc.eproc.in)
d) System Requirement/ Registration Manuals/ Bid Submission Manuals are available at the
NSDC eTendering Portal (https://nsdc.eproc.in)
e) For helpdesk, please contact Help Desk Nos. +91-124-4302033 / 36 / 37
f) Participant are requested to email their issues to helpdesk at nsdcsupport@c1india.com. This
will help serving the participant better
g) The amendments/ clarifications to the tender, if any, will be posted on the NSDC eTendering
Portal (https://nsdc.eproc.in)
h) The Bidder may modify or withdraw their bid after submission prior to the Bid Due Date. No
Bid shall be modified or withdrawn by the Bidder after the Bid Due Date and Time.
i) It is highly recommended that the bidders should not wait till the last date of bid submission to
avoid complications like internet connectivity issue, network problems, system crash down,
power failure, browser compatibility issue, system compatibility issue, improper digital
signature certificate problem etc. In view of this context, neither M/s National Skill
Development Corporation nor M/s. C1 India Pvt. Ltd will be responsible for such
eventualities.

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