TenderPDF 5740 MMY RFP 2nd Call Final

“RFP for Selection of Managed Service Provider (MSP) for Implementation of Hamar Sarkar Hamar Dwar
(Mukhyamantri Mitaan Yojana).”
RFP No./9/SUDA/MMY/01/2021/5740
Request for Proposal
Dated-16/12/2021
RFP for Selection of Managed Service

Provider (MSP) for Implementation of
Hamar Sarkar Hamar Dwar (Mukhyamantri
Mitaan Yojana)- 2nd Call
State Urban Development Agency

Government of Chhattisgarh
Page 1 of 277
Indravati Bhavan, Nava Raipur Atal Nagar,

Table of Contents
Disclaimer................................................................................................................................. 8
Quick Information Data Sheet ................................................................................................. 10
Section 1: -Definitions and interpretation ................................................................................ 12
Section 2: Background and details of project .......................................................................... 15
Section 3: Schedule of RFP and Instructions to Bidders ......................................................... 17
Section 4: Process of Bidding and Qualification and Evaluation criteria .................................. 40
Section 5: General Terms of Condition ................................................................................... 59
Section 6: Special Conditions of the Contract (SCC) .............................................................. 97
Section 7: Terms of Reference and Scope of work ............................................................... 101
7.1. System Overview ..................................................................................................... 101
7.1.1. Solution Components............................................................................................ 106
7.2. Scope of Activities .................................................................................................... 117
7.2.1. IT Application Development, Deployment, Integration, Operations and Maintenance
121
7.2.2. Setup of Citizen Call Centre and managing Operation and Maintenance of Call
Centre 123
7.2.3. Technical Helpdesk............................................................................................... 128
7.2.4. Data Centre and Disaster Recovery centre on Cloud -IT Hosting and Operation
management ........................................................................................................................ 129
7.2.5. Engagement/Training, Facilitation and End-to-End operation of Mitaan Field
Executives and Call centre Executives and their Coordination team. .................................... 136
7.2.6. Supply and Installation of IT Hardware, software, Licenses .................................. 138
7.2.7. Testing and Commissioning .................................................................................. 139
7.2.8. Configuration of Standard Operating Procedures (SOPs) ..................................... 139
7.2.9. Logistic/Transportation service for Mitaan Agent................................................... 139
7.2.10. Connectivity .......................................................................................................... 140
7.2.11. Service Operations and Maintenance ................................................................... 140
7.2.12. Documentation...................................................................................................... 140
7.2.13. Capacity Building and Training: ............................................................................ 141
7.3. Key Manpower requirements ................................................................................... 143
7.4. Roles and Responsibilities:....................................................................................... 145
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7.5. Project Timeline and deliverables ............................................................................. 148

7.6. Acceptance Criteria and Procedure .......................................................................... 150
7.7. Milestones and Payment Criteria .............................................................................. 150
7.8. Project Governance.................................................................................................. 152
Section 8: SLA SERVICE LEVEL AGREEMENT .................................................................. 156
Section 9: Functional Requirement Specification (FRS)........................................................ 171
Section 10: Technical Requirement ...................................................................................... 181
Section 11: Minimum Bill of Quantity .................................................................................... 207
Annexure A– List of Locations (ULBS) and details................................................................ 209
Annexure B- List of SMS to citizen (service requester/applicant) for Mitaan ......................... 210
Annexure C- Indicative list of services to be catered at Doorstep of the Citizens. ................. 211
Annexure D- Formats for Submission of the Pre-Qualification Bid ........................................ 214
Pre-Qualification Bid Checklist.............................................................................................. 214
Form-1:EMD BG format ........................................................................................................ 220
Form-2: Pre-Qualification Bid Covering Letter ...................................................................... 222
Form-3:Bidders’Company profile .......................................................................................... 224
Form-4: Non Black-listing Self- Declaration Certificate.......................................................... 225
Form-5: Certificate for undertaking for No Conflict of Interest ............................................... 226
Form-6: Consortium agreement ............................................................................................ 227
Form-7: No Deviation certificate ........................................................................................... 233
Form-8:Total responsibility Certificate................................................................................... 234
Form-9:Power of Attorney in name of authorised signatory .................................................. 235
Form-10:Integrity Pact .......................................................................................................... 237
Form-11:Anti-Collusion Certificate ........................................................................................ 245
Form-12: Undertaking on Exit Management and Transition .................................................. 246
Form 13: Format for Power of Attorney for Lead Member of consortium ............................... 248
Annexure E- Formats for Submission of the Technical Bid ................................................... 250
Technical Bid Check-List ...................................................................................................... 250
Form-14: Technical Bid Covering Letter ............................................................................... 252
Form-15:Project Citation/ Credential Summary ..................................................................... 254
Form-16: Project Citations .................................................................................................... 255
Form-17: Project Plan ........................................................................................................... 256
Page 3 of 277
Form-18: Manpower Deployment Plan ................................................................................. 257

Form-19: Summary of Key Personnel proposed ................................................................... 258
Form-20: Curriculum Vitae (CV) of Team Members .............................................................. 259
Form-21: Compliance to Requirement (Technical / Functional Specifications) ...................... 262
Form-22: Manufacturers'/Producers’ Authorization Form ...................................................... 263
Form 23: Undertaking on Patent Rights ................................................................................ 265
Form 24: Compliance to Bill of Material ................................................................................ 266
Form 25: Format for Performance Bank Guarantee .............................................................. 267
Form 26: Change Control Notice (CCN) Format ................................................................... 270
Annexure F- Formats for Submission of the Financial Bid .................................................... 272
Form-27: Financial Bid covering letter .................................................................................. 273
Form-28: Fin Form1-Financial bid format .............................................................................. 274
Page 4 of 277
List of Abbreviation
Abbreviation Meaning
BDD Bid Due Date
CEO Chief Executive Officer
DPR Detailed Project Report
PMC Project Management Consultant
EMD Earnest Money Deposit
GoCG Government of Chhattisgarh
LOA Letter of Award

RFP Request for Proposal
SUDA State Urban Development Agency
TA Transaction Advisor
TEFR Techno Economic Feasibility Report
ToR Terms of Reference

ULB Urban Local Body
VfM Value for Money
IMPS Immediate Payment Service
CFC Citizen Facilitation Centre
ATM Automated Teller Machine
UPI Unified Payment Interface
PG Payment Gateway
NPCI National Payments Corporation of India
PCI DSS Payment Card Industry Data Security Standard
ISO International Organization for Standardization
TSP Technology Service Provider
PA DSS Payment Application Data Security Standard
BG Bank Guarantee
DD Demand Draft
PBG Performance Bank Guarantee
Page 5 of 277
DSC Digital Signature Certificate

BEC Bidder’s Evaluation Committee
PO Purchase Order
BBPS Bharat Bill Payment System
ERP Enterprise Resource Planning
OPEX Operating Expenses
AEPS Aadhaar Enabled Payment System
API Application Programming Interface
MDR Merchant Discount Rate
MIS Management Information System
SLA Service Level Agreement
SIT System Integration Testing
UAT User Acceptance Testing
FAQ Frequently Asked Questions
SMS Short Messaging Service
EMI Equated Monthly Instalment
MoF Ministry of Finance
SSL Secure Sockets Layer
VISA Visa International Service Association
INR Indian Rupee
PAN Permanent Account Number
PAT Profit After Tax
SPOC Single Point of Contact
TCO Total cost of ownership
RTO Recovery Time Objective
RPO Recovery Point Objective
G2B Government to Business
G2C Government to Citizen
HLD Higher Level Design
HTML Hypertext Mark-up Language
HTTP Hypertext Transfer Protocol
Page 6 of 277
HTTPS Hypertext Transfer Protocol over Secure Socket Layer

IMPS Immediate Payment Service
iOS iPhone Operating System
MeitY Ministry of Electronics & Information Technology
MIS Management Information System
MoM Minutes of Meeting
MSP Managed Service Provider
MPIN Mobile Personal Identification Number
NIC National Informatics Centre
OTP One Time Password
SLA Service Level Agreement
SMS Short Message Service
SOP Standard Operating Procedures
SSL Secure Socket Layer
STQC Standardization Testing and Quality Certification
SYN Cookies Synchronize Cookies
TDD Test Driven Development
TRAI Telecom Regulatory Authority of India
UAT User Acceptance Testing
UIDAI Unique Identification Authority of India
VID Virtual ID
REST Representational State Transfer (Protocol)
LLD Lower Level Design
IPS Intrusion prevention system
IDS Intrusion Detection System
SIEM Security Information and Event Management
RPO Recovery Point Objective
RTO Recovery Time Objective
C-DRC Data Center-Disaster Recovery Center
Page 7 of 277
Disclaimer
The information contained in this Request for Proposal document (“RFP”) or subsequently provided
to Bidder, whether verbally or in documentary or any other form by or on behalf of the SUDA or any
of its employees or advisers, is provided to Bidder on the terms and conditions set out in this RFP
and such other terms and conditions subject to which such information is provided.
This RFP is not an agreement or an offer by the SUDA to the prospective Bidder or any other
person. The purpose of this RFP is to provide interested parties with information that may be useful
for formulation of their Bids pursuant to this RFP. This RFP includes statements, which reflect
various assumptions and assessments arrived at by the SUDA in relation to set up the RFP for “RFP
for Selection of Managed Service Provider for Implementation of Hamar Sarkar Hamar Dwar
(Mukhyamantri Mitaan Yojana)- 2nd Call” Such assumptions, assessments and statements do not
purport to contain all the information that each Bidder may require.
This RFP may not be appropriate for all persons, and it is not possible for the SUDA, its employees
or advisers to consider the objectives, technical expertise and particular needs of each party who
reads or uses this RFP. The assumptions, assessments, statements and information contained in
this RFP, may not be complete, accurate, adequate or correct. Each Bidder should, therefore,
conduct its own investigations and analysis and should check the accuracy, adequacy, correctness,
reliability and completeness of the assumptions, assessments and information contained in this RFP
and obtain independent advice from appropriate sources.
Information provided in this RFP to the Bidder may be on a wide range of matters, some of which
may depend upon interpretation of law. The information given is not intended to be an exhaustive
account of statutory requirements and should not be regarded as a complete or authoritative
statement of law. The SUDA accepts no responsibility for the accuracy or otherwise for any
interpretation or opinion on the law expressed herein.
The SUDA, its employees and advisers make no representation or warranty and shall have no
liability to any person including any Bidder under any law, statute, rules or regulations or tort,
principles of restitution or unjust enrichment or otherwise for any loss, damages, cost or expense
which may arise from or be incurred or suffered on account to anything contained in this RFP or
otherwise, including the accuracy, adequacy, correctness, reliability or completeness of the RFP
and any assessment, assumption, statement or information contained therein or deemed to form part
of this RFP or arising in any way in this Selection Process.
The SUDA also accepts no liability of any nature whether resulting from negligence or otherwise
however caused arising from reliance of any Bidder upon the statements contained in this RFP.
The SUDA may in its absolute discretion, but without being under any obligation to do so, update,
amend or supplement the information, assessment or assumption contained in this RFP.
The issue of this RFP does not imply that the SUDA is bound to select Bidder or to appoint the
Selected Bidder, as the case may be, “RFP for Selection of Managed Service Provider for
Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana) - 2nd Call” and
the SUDA reserves the right to reject all or any of the Bids without assigning any reasons
whatsoever
Page 8 of 277
The Bidder shall bear all costs associated with or relating to the preparation and submission of its bid
including but not limited to preparation, copying, postage, delivery fees, expenses associated with
any demonstrations or presentations which may be required by the SUDA or any other costs
incurred in connection with or relating to its Bid. All such costs and expenses will remain with the
Bidder and the SUDA shall not be liable in any manner what so ever for the same or for any other
costs or other expenses incurred by a Bidder in preparation or submission of the Bid, regardless of
the conduct or outcome of the Selection Process.
-SD/-
Addl. Chief Executive Officer
State Urban Development Agency,
Nava Raipur Atal Nagar (C.G.)
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Quick Information Data Sheet
“RFP for Selection of Managed Service Provider (MSP) for Implementation of Hamar Sarkar
Hamar Dwar (Mukhyamantri Mitaan Yojana).”
Particulars Details
Name of the client/ Name of State Urban Development Agency, Raipur, Chhattisgarh
the issuer of this RFP
Tender/RFP Number RFP No./9/SUDA/MMY/01/2021/5740
Name of the engagement Selection of Managed Service Provider (MSP) for for Implementation
of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana).”
Web Address to download the https://uad.cg.gov.in
RFP
Date of issue of RFP 16/12/2021
Last date and time of 05/01/2022 upto 15:00 hrs
Submission of Bid (Bid Due
Date)
Last date and time for receipt 21/12/2021; 05:00 PM as in specified format & procedure mention in
of Pre-Bid queries for this document, for any clarification & queries bidders may contact
clarifications sudacg.mmy@gmail.com
Date, time and venue of pre- Start Time : 22-12-2021 12:00 IST Online via JioMeet meeting
bid conference
Join the JioMeet meeting
https://jiomeetpro.jio.com/shortener?meetingId=2698403036&pwd=Dj
MU1
Meeting ID : 269 840 3036

Meeting Password : DjMU1
Mode of Submission of RFP Through speed post /registered post only.
Note: No drop box facility will be available.
Date & time of opening of Pre- 05/01/2022, 16:00 hrs
qualification Bid and Technical
Bid
Date & time of opening of To be intimated later to the technically qualified bidders.
Financial Bid
Duration of services 3 years 5 Months (5 month of Implementation phase +36 months
of Operation and Maintenance Phase)
Cost of RFP Document Rs. 10,000/- (Rupees Ten Thousand Only) in shape of Demand draft
in favour of CEO, State Urban Development Agency, payable at
Raipur.
Earnest Money Deposit (EMD) Rs.5,00,000/- (Rupees Five Lakh only)
/ Bid Security
Validity of EMD 225 Days
Page 10 of 277
Particulars Details
Validity of proposal Proposals must remain valid 180 days after the submission date.
Representative/Contact Phone 0771-2222401; Fax 0771/2222409
Person of SUDA, for further Email: sudacg.mmy@gmail.com
information
Method of Selection QCBS (70:30)
Address for submission of RFP Chief Executive Officer,
State Urban Development Agency, Block-D, 4th floor, Indravati
Bhavan, Nava Raipur Atal Nagar, C.G.-492002
Bidding in Consortium Consortium of upto 2 members including Lead Bidder is allowed (Lead
Bidder and 1 Consortium Member)
Note:
1. This document is non-transferable and non-refundable
2. In case a Holiday is declared on any day, the event will be held on the next working day at same
time and same venue.
3. All the notification and details terms and conditions, clarifications/corrigendum to the queries
regarding this RFP notice will be published online on the website https://uad.cg.gov.in/
-Sd-
Addl. Chief Executive officer,
State Urban Development Agency
Chhattisgarh, Nava Raipur Atal Nagar
Page 11 of 277
Section 1: -Definitions and interpretation
The words and expressions beginning with capital letters and defined in this RFP shall, unless
repugnant to the context, have the meaning ascribed here in. The below mentioned words and
expressions used in this RFP shall have the meaning set out below:-
# Term Definition
1. Shall mean all laws, brought into force and effect by the Government
of India or the State Government of Chhattisgarh, including rules,
Applicable Law regulations and notifications made there under, and judgments,
decrees, injunctions, writs and orders of any court of record, as may
be in force and effect during the subsistence of the contract
Agreement
2. Shall mean all clearances, licenses, permits, authorisations, no
objection certificates, consents, approvals and exemptions required to
Applicable Permits be obtained or maintained under Applicable Laws in connection with
the construction, operation and maintenance of the Project during the
subsistence of the Contract Agreement
Authority Shall mean the State Urban Development Agency (SUDA),
3.
Chhattisgarh, Nava Raipur Atal Nagar
4. Means firm/Company who submits Proposal in response to RFP
Bidder Document.
5. Shall mean the Chief Executive Officer of State Urban Development

CEO, SUDA Agency, Raipur, Chhattisgarh for the time being in administrative in-
charge for hiring Bidder.
Committee Means Committee Constituted for Evaluation of Proposals.
6.
Means the written agreement entered into between the State Urban
7.
Development Agency (SUDA) and Firm/Company/Agency for
Contract execution of services as mentioned in the RFP and Terms of
Reference; signed by the Parties, including all attachments and
appendices thereto and all documents incorporated by reference
therein.
Contact A Contact centre/Citizen Call Centre (CCC) is a modern call centre. It
8.
centre/Citizen Call will manage all inbound and outbound calls.
Centre (CCC)
Consortium The consortium consists of 2 (Two) members (not more than 2 parties
9.
including the lead bidder) entering into a Consortium Agreement for a
Page 12 of 277
# Term Definition
common objective of satisfying the State Urban Development Agency

requirements & represented by Lead Member of the consortium
Confidential All information (whether in written, oral, electronic or other format)
10.
Information which relates to the technical, financial and business affairs, dealers,
suppliers, products, developments, operations, processes, data, trade
secrets, design rights, know-how, plans, budgets and personnel of
each department and its affiliates which is disclosed to or otherwise
learned by the other Party in the course of or in connection with this
Agreement (including without limitation such information received
during negotiations, location visits and meetings in connection with this
Agreement);
Deliverables Services agreed to be delivered by the Bidder in pursuance of the
11.
agreement as defined more elaborately in the RFP.
Nodal Officer Shall be the person responsible for all the communications to bidder
12.
on behalf of the authority.
Call Centre A Call Centre Executive is the person deployed by MSP to provide
13.
Executive manage Inbound and outbound calls from Citizen Call Centre under
Mukhyamantri Mitaan Yojana
Mitaan Field A Mitaan Field Executive is the person deployed by MSP and
14.
Executive designated by the government to provide doorstep delivery of citizen
centric services under Mukhyamantri Mitaan Yojana
Request for Written solicitation that conveys to the Bidder, requirements for
15.
Proposal / Tender services that the SUDA intends to buy and implement
Document/ RFP
16. Service Level The level of service and other performance criteria which will apply to
the Services delivered by the Bidder;
17. Successful Bidder/ The bidder who is qualified & successful in the bidding process and is
Master Service given the award of Contract and will be referred to as Master Service
Provider
Provider (MSP)
18. Shall include matter either in whole or in part in manuscript,
Writing typewritten, lithographed, cyclostyled, photographed, or printed under
or over signature or seal, as the case may be.
19. Mitaan System Mitaan System will comprise of all Applications and other IT
components to be developed by MSP like
 eMitaan Portal and eMobile App for citizens

 Chatbots for eMitaan Portal and eMobile App
 Dashboard with advance analytics
Page 13 of 277
# Term Definition
 Mitaan Agent Mobile Application

 Mitaan Application Platform
 IT infrastructure of Data Centre and DR on Cloud
 Citizen Relationship Management (CRM) Application
 An Appointment System
20. Successful Successful transaction means applicant/citizen is assisted by Mitaan

Transaction(s) Field Executive in collecting service request related information, fees,
document as applicable, service request is submitted via Mitaan
Application platform/ Line department System and processed by
respective department (either accepted or rejected) or and delivery of
Certificate(s)/Document(s) at doorstep of citizen, by hand or
post/courier as applicable
Page 14 of 277
Section 2: Background and details of project
2.1 Background of the project
Traditionally, Government and public servants have worked within well-defined organisational
systems. In terms of overall administration, these old working patterns proved to be beneficial.
However, it has proven to be a roadblock in areas, where the government is required to provide
certain services to citizens.
In order to overcome these challenges, the Government of Chhattisgarh has introduced various
reforms and process improvement in last few years. The State Government has enacted Lok Sewa
Guarantee Act 2011, which helped to define the timelines for Government to citizen Services. Also,
various State departments have initiated IT based service delivery mechanism to bring citizen
delivery closer to Government. However, to obtain a public service under the existing system, a
citizen must visit a government office or a designated service location, such as a Lok Sewa Kendra,
multiple times. As a result, citizens face the following issues:
 Intermediaries / Touts influence

 Multiple visits to government department
 Limited Transparency
 Long waiting / Queues
 Miscommunication / Wrong guidance from appointed staff
 High overall cost due to loss of wages etc.
2.2 About Mukhyamantri Mitaan Yojana
Understanding the aforementioned challenges in the State, the Chhattisgarh government in its
manifesto had emphasized on ‘घर पहुँच सरकार सेवा’. The Chhattisgarh State government is willing to
address the inherited challenges and pursues to provide more than 100 citizen centric services via a
home-delivery model named “Mukhyamantri Mitaan Yojana”. Making the public service delivery
system equally accessible to the citizens with enhanced accountability, transparency,
responsiveness and inclusiveness.
The Chhattisgarh Government has appointed State Urban Development Agency (SUDA) as Nodal
agency to Implement and rollout “Mukhyamantri Mitaan Yojana” in State. Initially, Mukhyamantri
Mitaan Yojana is envisaged to be implemented as a pilot in 14 Urban Local Bodies (ULBs).
The main objectives of the Mukhyamantri Mitaan Yojana are:
 To deliver citizen services in a time bound manner

 To provide hassle free citizen service delivery channel.
Page 15 of 277
 To provide platform for citizen to get first-hand information about the citizen services
 Develop a governance mechanism which assess the actual impact of the project
 Create a positive awareness about the governance and state partnership with the citizen
As per the scope of work defined in the RFP, the Managed Service Provider will roll out Mitaan
initiative as a pilot in 14 ULBs and the list of ULBs is as given in Annexure- A. However, based
on the outcomes / success of the pilot, the project can be extended in all Urban Local Bodies of
Chhattisgarh. Accordingly, subsequent Work Orders will be issued.
2.3 Project Profile
The Managed Service Provider shall be engaged by State Urban Development Agency (SUDA)
through an open tender, which shall, in turn, develop e-Mitaan Portal and Mobile App for citizen
Interface, Mitaan Agent Mobile Application, Mitaan Application Platform with Integration for
submission of citizen application, deploy IT infrastructure for hosting, establish call centre, engage
call centre executive and Mitaan field executive, and manage their operations during the contract
period.
The broad modus operandi of the project is that representative (Mitaan Field Executive) of the
selected Managed Service Provider shall visit the residence of the citizen who has requested to the
Call Centre for availing the public service. The Mitaan Field Executive shall facilitate citizen in
applying for public service on Mitaan Application and deliver the service / certificate of citizen at
his/her doorstep.
The vision of the project is to provide the multi-department services (available on Mitaan Application)
to citizens in a time bound manner with no hassle to visit government offices to avail the services.
2.4 Services details
Only the bouquet of services available on Mitaan Application platform will be offered through this
project. List of indicative services to be available on Mitaan Application platform is as given in
Annexure- C. Managed Service Provider is not allowed to deliver services of any Third Party under
Mukhyamantri Mitaan Yojana.
2.5 Branding and Marketing of the Project
To provide impetus to the Service, the Government/Departments will do project advertisement

through own channels. However, the selected bidder may do advertisements at his own cost but with
due approval of content, channel and methodology from the Department.
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Section 3: Schedule of RFP and Instructions to Bidders
3.1 Request for Proposal
Request for Proposal (RFP) for Selection of Managed Service Provider (MSP) for
Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana)”. SUDA intends to
select the Bidder through a competitive bid process in accordance with the procedure set out herein.
3.2 Due Diligence by Applicants
Bidders are encouraged to inform themselves fully about the assignment before submitting the Bid.
3.3 RFP Document Fees
The RFP documents can be purchased by paying a non-refundable RFP document fee of
Rs.10,000/- (Rupees Ten Thousand only), in the form of
a) Demand Draft in the favour of CEO, State Urban Development Agency from the following
address
Chief Executive Officer,

4TH Floor, D Block,
Indravati Bhavan (HOD building)
Atal Nagar, Nava Raipur- 492002
Chhattisgarh
3.4 Documents Constituting the Bid
The Bid prepared by the Bidder shall comprise the following components:
a) Envelope A (Set 1): RFP document fees, and EMD
b) Envelop B (Set 2): Pre-qualification Bid
c) Envelope C (Set 3): Technical Bid
d) Envelope D (Set 4): Financial Bid
3.5 Earnest Money Deposit (EMD)
a) The bidder shall furnish, as part of the pre-qualification, an EMD as mentioned in Quick
Information Data Sheet. Failure to do so may prevent a tender from being considered
b) The EMD shall be in Indian Rupees only and shall be in the form of Demand Draft/ Bank
Guarantee drawn in favour of “Chief Executive Officer, State Urban Development Agency, Nava
Page 17 of 277
Raipur Atal Nagar Chhattisgarh,” Payable at Raipur” and valid for 225 days from the date of
submission of bid.
nd
c) Refund of EMD: EMD of all unsuccessful bidders except the 2 Lowest/Ranked bidder, would be
refunded without interest by SUDA within 45 days of the bidder being notified as being
unsuccessful. The EMD, for the amount mentioned above, of the successful bidder would be
returned without interest upon submission of Performance Bank Guarantee as per the format
nd
provided under Form 25. The EMD of the 2 Lowest/Ranked bidder shall be returned without
interest by SUDA once the agreement has been executed with the successful bidder.
d) EMD to be submitted in the separate Envelope A(Set 1).
The EMD shall be forfeited in any of the following circumstances:
a) If the Bidder withdraws its Bid during the interval between the opening of proposal and
expiration of the Bid Validity Period;
b) If the successful Bidder fails to provide acceptance of LOA/LOI within stipulated time;
c) If the successful bidder fails to provide the Performance Security within the stipulated time or
any extension thereof provided under the contract and/or LOA/LOI by the State Urban
Development Agency.
d) If the successful bidder fails to sign the Contract for any reason.
e) A Bidder engages in a corrupt practice, fraudulent practice, coercive practice, undesirable
practice or restrictive practice as specified in this RFP
f) The Bidder has made a material misrepresentation or has furnished any materially incorrect or
false information.
g) The Bidder does not provide, within the time specified by the State Urban Development
Agency, the supplemental information sought by the State Urban Development Agency for
evaluation of the Bid.
h) If the Bidder refuses to accept the correction of errors in his Bid.
i) The successful bidder fails to comply with all the terms and conditions of the tender document.
3.6 Bid Validity Period
The Bid shall be valid for a period of not less than 180 days from the Bid Due Date (the “BDD”).
3.7 Brief description of the Selection Process
The State Urban Development Agency, Chhattisgarh has adopted a Single stage four envelope
(Envelop A, B, C & D/Set 1,2,3,4) bid process (“Selection Process”). In the first stage, a
prequalification would be carried out as specified in RFP and a list of shortlisted (qualifying bidders)
will be made. Financial Bid of only shortlisted parties will be opened and evaluated as specified in
RFP. The selection of the bidder would be done on the basis of QCBS.
Page 18 of 277
3.8 Payment to Selected Bidder
All payments to the Selected Bidder shall be made in Indian Rupees (INR) in accordance with the
provisions of this RFP. The Selected Bidder may convert Indian Rupees into any foreign currency as
per Applicable Laws and the exchange risk, if any, shall be borne by the Selected Bidder. The
payment schedule is mentioned in 7.7 of section 7.
3.9 Duration of the Project
Duration of the Project is as per Service Level Timeline mentioned in Section 6 of this RFP.
3.10 Communications
I. All communications including the submission of Bid should be addressed to:
The Chief Executive Officer,

4TH Floor, D Block,
Chhattisgarh
Phone No. 0771-2222401
Email ID: sudacg.mmy@gmail.com
II. The Official Website of the SUDA is: https://uad.cg.gov.in

III. All communications, including the envelopes, should contain the following information, to be
marked at the top in bold letters:
RFP Notice No./9/SUDA/MMY/01/2021/5740 NAVA RAIPUR ATAL NAGAR, DATED 16-12-2021

“Request for Proposal (RFP) for Selection of Managed Service Provider (MSP) for
Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana).-2nd Call”
3.11 PREPARATION AND SUBMISSION OF BID
The proposal must be submitted strictly in the manner prescribed herein at 3.11.5
“SUBMISSION OF BID”
3.11.1 Language
The Bid with all accompanying documents (the “Documents”) and all communications in relation to or
concerning the Selection Process shall be in English language and strictly on the forms provided in
this RFP. No supporting document or printed literature shall be submitted with the Bid unless
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specifically asked for and in case any of these Documents is in another language, it must be
accompanied by an accurate translation of all the relevant passages in English, in which case, for all
purposes of interpretation of the Bid, the translation in English shall prevail.
3.11.2 Format and Signing of Bid
I. The Bidder shall provide all the information sought under this RFP. The State Urban
Development Agency would evaluate only those Bids that are received in the specified forms
and complete in all respects.
II. The Bid shall be typed or written in indelible ink and signed by the authorized signatory of the
Bidder who shall initial each page in blue/black ink. All the alterations, omissions, additions, or
any other amendments made to the bid shall be initialled/attested by the authorized person(s)
signing the Bid. Authorized representative (the “Authorized Representative”) as detailed below:
(a) by a partner, in case of a partnership firm and/ or a limited liability partnership; or
(b) by a duly authorized person holding the Power of Attorney, in case of a Limited Company or a
corporation (if applicable);
3.11.3 Technical Bid
3.11.3.1 Applicants shall submit the Technical Bid in the formats at Annexure E (the
“Technical Bid”).
3.11.3.2 While submitting the Technical bid, the bidder shall, in particular, ensure that:
(A) All forms are submitted in the prescribed formats and signed by the prescribed
signatories;
(B)The bid is responsive in terms as follows: -
 The Technical Bid is received in the form specified at Annexure E;
 It is received by the Bid Due Date and time including any extension as notified
by State Urban Development Agency through Corrigendum;
 It is signed and sealed.
 It contains all the information (complete in all respects) as requested in the
RFP; and
 It does not contain any condition; No conditional bid with deviations will be
accepted. In case of conditional bid with deviations, the respective bidder may
be asked for withdrawal of the same and in case of non-withdrawal, bid will be
rejected.
3.11.3.3 Failure to comply with the requirements spelt out in the Clause 3.11.3.2, shall
make the bid liable to be rejected.
3.11.3.4 The Technical bid shall not include any information relating to the Financial Bid. If
the financial Bid is included with the technical bid envelop, bid of the concerned
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bidder will be rejected.

3.11.3.5 The proposal must be submitted strictly in the manner prescribed in the table at
3.11.5. In case any deviation is found in original as well as copy of technical bid,
content of the original copy shall prevail and be considered as final.
3.11.4 Financial Bid
3.11.4.1 Applicants shall submit the financial bid in the formats at Annexure F (the “Financial
Bid”).
3.11.4.2 Financial bid shall not be conditional.
3.11.5 Submission of Bid
A three parts Bid System will be followed for this RFP with a QCBS (70:30) Selection criterion.
The three parts of the bid are Pre-Qualification Bid, Technical Bid and Financial Bid. All the
pages of the Bid must be sequentially numbered and should be indexed properly. Any
deficiency in the documentation may result in the rejection of the Bid. The Client will not accept
delivery of the Bid by fax/e-mail or any other electronic/non-electronic means other than that in
the hard copy as prescribed in this RFP. Late bids i.e. bids submitted beyond the prescribed
deadline of submission, shall not be accepted. The Bidder should take into account any
Corrigendum to this RFP document that may have been published before submitting their Bids.
The Bid should be submitted in five covers as mentioned below:
Envelop Cover Name Content Number of copies

Number
A Label containing “RFP document RFP Document Fees, 1 in Original
Fees and EMD”, RFP Name and EMD (Original
Number, Bidder Name and Cover documents to be
Name submitted to the
Purchaser).
B Pre-Qualification bid with the Pre-Qualification bid Two Printed
label containing “Pre-Qualification along with the Copies (1 Original
bid”, RFP Name required supporting and 1 Copy)
and Number, Bidder Name and documents.
Cover name
C Technical bid with the label Technical Bid along Two Printed
containing “Technical bid”, RFP with the required Copies (1 Original
Name and Number, Bidder Name Supporting and 1 Copy)
and Cover name documents.
D Financial bid with the label Financial Bid 1 Printed Copy in
containing with “Financial bid”, RFP original
Name and Number, Bidder Name
and Cover name and
“CONFIDENTIAL”
E Outer Cover with the label Cover A, B, C, D N/A
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containing, RFP Number, Bidder

Name, “Proposal for <RFP
Name and Number> and “DO
NOT OPEN BEFORE <Bid
Opening Date and Time>, Bidder
Name and Address
The Bidders are requested to go through the RFP advertisement and the RFP carefully to
understand the documents required to be submitted and the process to be followed as a part
of the Bid. Any deviations may lead to rejection of the Bid.
The Bid submission date and time are mentioned in the “Quick Information Data Sheet” of
this RFP. The Bidder will not be allowed to submit the Bid after the Bid submission time.
The Bidder should try to submit the Bid well before the last date and hence to avoid any
inconvenience at the last moment.
3.11.6 Bid Due Date
3.11.6.1 Bid should be submitted before 05/01/2022 15:00 Hrs on the Bid Due Date (BDD) as
specified at Quick Information Data Sheet at the address provided in Clause 3.10 in
the manner and form as detailed in this RFP.
3.11.6.2 The State Urban Development Agency may, in its sole discretion, extend the BDD by
issuing an Addendum/Corrigendum.
3.11.7 Late Bids/Submissions
Bids received by the SUDA after the specified time on BDD shall not be eligible for consideration and
shall be summarily rejected. In such a case, the bidder has to physically collect the documents from
the SUDA office and SUDA will in no manner be responsible for the damage/loss of documents.
3.12 Consortium
a) The Bidder for participation in the Selection Process, may be a single entity or a group of
entities (the “Consortium”), coming together to execute the project. In case of group of
entities maximum of 2 Members are allowed including the lead Bidder. The term 'Bidder' used
herein would apply to both a single Entity and a Consortium.
b) The scope of work under this RFP can be categorized into three parts:
Part # Area Scope of Work
1 IT Application Development,  All IT Application Development,
Implementation, Integration and Implementation, Integration and Operation
Operation and Maintenance including and Maintenance
its hosting in cloud (Data Centre and  Hosting of Data Centre and Disaster
Disaster Recovery Centre) Recovery centre on Cloud
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Part # Area Scope of Work
 Technical Manpower for IT Application

Development, Implementation, Integration
and Operation and Maintenance
 IT Helpdesk.
2 Setup and Operations of Citizen Call  Setup and Operation of Citizen Call Centre
Centre (CCC)
 Hire, train and deploy Call Centre
Executives and Call Centre agent
Supervisor
 Managing Call centre and MSP office
3 Field work related to Mitaan  Hire, train and deploy Mitaan Field
Executive and Mitaan agent Supervisor
 Managing Office for Mitaan Field Executives
 Logistic/Transportation service for Mitaan
Field Executive for service request Data,
document collection and submission in
system and delivery of certificate by hand or
Courier/Post
 Any other Field work related to Mitaan
related
c) Lead Bidder (in case of consortium) shall be responsible at least for Part 1 or Part 2 or both
Part 1 & 2 or both Part 1 & 3 or both Part 2 & 3 of scope of work defined above.
d) No Member at any given point of time, may assign or delegate its rights, duties or obligations
under the Agreement/Contract except with prior written consent of Client.
e) A bidder applying individually or a consortium member shall not be entitled to another
application either individually or as a member of any other consortium, as the case may be.
f) A Bidding Consortium is required to nominate a Lead Bidder/Member. The formation of the
consortium including identification of Lead Bidder/Member and role and responsibilities of
each member shall be supported by Consortium Agreement (as per Form-6) and Power of
Attorney (Form 9 and Form 13) signed by all the member/s on a stamp paper of INR 100/-.
The Lead Bidder/Member would be fully responsible for satisfactory performance under the
terms of the Agreement to be signed with SUDA.
g) The Lead Bidder/Member shall be authorized to incur liabilities and receive instructions for
and on behalf of any and all members of the Consortium and the entire execution of the
Contract including payment shall be done exclusively with the member-in-charge;
h) Consortium Members, both/all the Consortium Members shall be jointly and severally liable
for entire duration of contract.
i) The Members of the Consortium shall be responsible for successful implementation of the
project throughout the terms of the contract.
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j) The Lead Member shall be authorized and shall be fully responsible for the accuracy and
veracity of the representations and information submitted by the Member respectively from
time to time in the response to this RFP.
k) Wherever required, the Bid should contain the information required for each member of the
Consortium.
l) The bid shall be signed by the duly authorized signatory of the Lead Member and shall be
legally binding on all the member/s of the Consortium.
m) The Bid should include a description of the roles and responsibilities of Individual member/s
of the consortium.
n) The Lead Member must be able to demonstrate its ability of financial capacity to invest in the
project.
o) The Bid shall be legally binding on all the members (Lead bidder and Consortium member) of
the consortium. A copy of the Consortium Agreement (Form 6) should be submitted with the
Bid.
p) Any modification in roles and responsibilities between consortium members during Contract
Period shall be allowed only after approval from SUDA Authority. Any changes and deviation
of roles and responsibilities of consortium members during the execution, operation and
maintenance of this Project without prior approval of Authority shall be viewed seriously by
the SUDA. Such unilateral action by the MSP shall entitle SUDA to take appropriate action
including considering it an Event of Default under this Contract leading to consequences
including termination with appropriate notice.
q) Any dispute arising during Contract Period between the Consortium Members shall be
resolved
amicably adversely impacting Project Implementation and Operation. If in SUDA’s opinion,
dispute between Consortium members adversely impacting implementation and operation of
the Project then Authority may at its sole discretion in the interest of the Project (a) Terminate
the Contract after due process and/or (b) Provide a binding solution.
r) In case SUDA Intends to proceed for Termination on account of MSP in the event of defect
and /or unresolved disputes between the Consortium Members, both/all the Consortium
Members shall be jointly and severally liable for Implementation, Operation and Maintenance
of project at Agreed prices and payment terms specified in this Tender till any new agency is
appointed to take over the Project.
s) SUDA reserves the right to reject the Bid in case of change in the constitution of the
consortium after the submission of Bid and before the execution of the Agreement.
3.13 Pre-Bid meeting
3.13.1. A Pre-bid meeting of the interested parties shall be convened at the designated date, time
and place. During the course of Pre-bid meeting, the Bidders will be free to seek clarifications
and make suggestions for consideration of the SUDA. The SUDA shall endeavour to provide
clarifications and such further information as it may, in its sole discretion, consider
appropriate for facilitating a fair, transparent and competitive Bidding Process.
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3.13.2. Any queries or request for additional information concerning this RFP shall be submitted
through email, mentioned in Quick Information data Sheet of this RFP. Bidders are advised to
be specific and pose clause wise queries in an unambiguous manner. SUDA reserves the
right not to respond to vague and frivolous queries.
3.13.3. The subject of the email shall mention the following: “RFP for Selection of Managed
Service Provider (MSP) for Implementation of Hamar Sarkar Hamar Dwar
Queries shall be neatly typed/ written as per the following format: Queries shall be submitted in
editable format in MS Excel and in PDF format)
Request for clarification

Name and Address of
the
Organization submitting
request
Name and Position of
Person
submitting request
Contact Details of the
Organization /
Authorized
Representative
Tel:
Mobile:
Fax:
Email:
Sl No RFP Document Content of the Clarification Sought
Reference (Section No RFP requiring
and Page No) clarification
3.13.4. Authority shall not be responsible for ensuring that the bidders queries have been received by
them. Any requests for clarifications post the indicated date and time shall not be entertained
by Authority.
3.13.5. Any modifications of the RFP Documents, which may become necessary as a result of the
Pre-Bid Meeting, shall be made by Authority exclusively through a corrigendum. Any such
corrigendum shall be deemed to be incorporated into this RFP. However, in case of any such
amendment, the bid submission date may be extended at the discretion of Authority.
3.13.6. Any corrigendum/notification issued by Authority, subsequent to issue of RFP, shall only be
available on the website URL mentioned in the Quick Information Data sheet. Any such
corrigendum shall be deemed to be incorporated into this RFP.
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3.14 Subcontracting/Subletting and assignment
The bidder would not be allowed to sub-contract work without prior written approval of Authority,
SUDA. In case the work is sub-contracted following the approval of the Authority, SUDA, the sole
responsibility of the work shall lie with the lead bidder. The lead bidder shall be held responsible for
any delay/error/non-compliance etc. of its sub-contracted vendor. The details of the sub-contracting
agreements (if any) between both the parties would be required to be submitted to SUDA.
3.15 Consequence of breach
Should the selected bidder or a partner in the selected bidder firm commit breach of any of the
conditions of this RFP/ LOA/Contract Agreement it shall be lawful for the CEO, SUDA to cancel the
contract and complete the assignment at the risk and cost of this bidder. SUDA will also forfeit the
Bank Guarantee.
3.16 Assistance to the Bidders
The selected bidder shall be solely responsible to procure any material or obtain any import or other
license or permit required for the fulfilment of the work order.
3.17 Number of Bids
No bidder or their consortium Member (if any) shall submit more than one bid. A Bidder applying
individually or as an Associate shall not be entitled to submit another application either individually or
as a member of any Bidder, as the case may be.
3.18 Expenses Incurred During Bid Preparation
The bidders shall be responsible for all of the expenses associated with the preparation of their bid
and their participation in the Selection Process including subsequent negotiation, visits to the SUDA,
Project site etc. The Authority will not be responsible or in any way liable for such costs, regardless
of the conduct or outcome of the Selection Process.
3.19 Proprietary Data
3.19.1. All documents and other information supplied by the SUDA or submitted by the Bidder to the
SUDA shall remain or become the property of the SUDA. Bidders are to treat all information
as strictly confidential and shall not use it for any purpose other than for preparation and
submission of their Bid. The SUDA will not return any Bid or any information provided along
therewith.
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3.20 Modification of Agreement
Modification of the terms and conditions of this Agreement, including any modification of the scope of
the Services, may only be made by written agreement between the Parties. Each Party shall give
due consideration to any proposals for modification made by the other Party. However, the decision
of CEO, SUDA in this regard shall be final and binding.
3.21 EVALUATION PROCESS: Evaluation of Proposals
3.21.1. Notwithstanding anything to the contrary contained in this RFP, SUDA may, at its sole
discretion, waive any minor infirmity, non-conformity or irregularity in a proposal that
does not constitute a material deviation, and that does not prejudice or affect the
relative position of any Bidder, provided it conforms to all the terms, conditions of the
tender documents without any material deviations, objections, conditionality or
reservations. A material deviation, objection, conditionality or reservation is one (i) that
affects, in any substantial way, the scope, quality or performance of the contract; (ii)
that limits, in any substantial way, inconsistent with the tender documents, SUDA's
rights or the selected Bidder's obligations under the contract; or (iii) whose rectification
would unfairly affect the competitive position of other Bidders, who are presenting
eligible proposals.
3.21.2. The Authority shall open the Proposals at [16:00] hours on the PDD, at the place
specified in RFP and in the presence of the Bidders who choose to attend.
3.21.3. Prior to opening of financial Proposals, the Authority will determine whether each
Proposal is responsive to the requirements of the RFP. A Proposal shall be
considered responsive only if:
 the Proposal is received in the form specified in the RFP document;

 it is received by the PDD including any extension thereof pursuant to RFP;
 it is accompanied by the Power of Attorney as specified in Clause 3.12;
 it contains all the information (complete in all respects) as requested in the RFP;
 it does not contain any condition or qualification; and
 it is not non-responsive in terms hereof.
 The bidder qualifies the minimum qualifying marks
3.21.4. The Authority reserves the right to reject any Proposal which is non-responsive and no
request for alteration, modification, substitution or withdrawal shall be entertained by
the Authority in respect of such Proposals.
3.21.5. The Authority shall subsequently examine and evaluate Proposals in accordance with
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the Selection Process and criteria set out in Section 3 of this RFP.
3.21.6. After finding the bid responsive, the bidders who secure the minimum technical score
shall be shortlisted by the Authority and shall open the financial proposal of only
shortlisted bidder. A date, time and venue will be notified to all Bidders for announcing
the result of evaluation and opening of Financial Proposals. The opening of Financial
Proposals shall be done in presence of respective representatives of Bidders who
choose to be present. The Authority will not entertain any query or clarification from
Bidders who fail to qualify at any stage of the Selection Process. The financial
evaluation and final ranking of the Proposals shall be carried out in terms as
mentioned in Section 4.
3.21.7. Bidders are advised that Selection shall be entirely at the discretion of the Authority.
Bidders shall be deemed to have understood and agreed that the Authority shall not
be required to provide any explanation or justification in respect of any aspect of the
Selection Process or Selection.
3.21.8. Any information contained in the Proposal shall not in any way be construed as
binding on the Authority, its agents, successors or assigns, but shall be binding
against the Bidder if the Consultancy is subsequently awarded to it.
3.21.9. Confidentiality
All the material/information shared with the Bidder during the course of this procurement process as
well as the subsequent resulting engagement following this process with the successful bidder, shall
be treated as confidential and should not be disclosed in any manner to any unauthorized person
under any circumstances.Information relating to the examination, clarification, evaluation, and
recommendation for the selection of Bidders shall not be disclosed to any person who is not officially
concerned with the process or is not a retained professional adviser advising the Authority in relation
to matters arising out of, or concerning the Selection Process. The Authority shall treat all
information, submitted as part of the Proposal, in confidence and shall require all those who have
access to such material to treat the same in confidence. The Authority may not divulge any such
information unless it is directed to do so by any statutory entity that has the power under law to
require its disclosure or to enforce or assert any right or privilege of the statutory entity and/or the
Authority or as may be required by law or in connection with any legal process.
3.21.10. Clarifications
3.21.10.1. To facilitate evaluation of Proposals, the Authority may, at its sole discretion,
seek clarifications from any Bidder regarding its Proposal. Such clarification(s) shall
be provided within the time specified by the Authority for this purpose. Any request for
clarification(s) and all clarification(s) in response thereto shall be in writing. No change
in the substance of the Bid would be permitted by way of such clarifications
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3.21.10.2. If a Bidder does not provide clarifications sought under Clause 3.21.10.1
above within the specified time, its Proposal shall be liable to be rejected. In case the
Proposal is not rejected, the Authority may proceed to evaluate the Proposal by
construing the particulars requiring clarification to the best of its understanding, and
the Bidder shall be barred from subsequently questioning such interpretation of the
Authority.
3.22 Evaluation of Technical Bid
a. The Technical Bids that are in substantial compliance with the eligibility criteria will be
evaluated by the Evaluation Committee and may require meeting with the Bidders or
presentations by the bidders on their bids, discuss the bids with each and request
clarifications.
b. Evaluation Committee & SUDA shall be the deciding authority in all matters related to the
evaluation process of Technical and Financial Bids. The Technical Bids will be evaluated
based on the submissions along with the technical bid.
c. The consortium’s Technical Bid shall be in compliance with the RFP stipulations to qualify
for the opening of financial Bid.
d. SUDA may, at the time of evaluation of the Technical Bid, request for additional information
from the Bidder, which the Bidder shall provide within a specified period communicated by
SUDA. The Bidder may also be asked to make a presentation to the Evaluation Committee
on their proposal (if required)
3.23 Requirements for Substantial Compliance:
A Technical Bid that is in substantial compliance is one that confirms to the preceding
requirements without material deviation or reservation. Prior to the evaluation of the
Technical Bids, Evaluation Committee will determine whether each bid, as the case may
be:
3.23.1. Qualifies as per the Minimum Eligibility Criteria and has documentary evidence
annexed for Technical and Financial Capabilities
3.23.2. Is accompanied by the required documents mentioned in Instructions to Bidders
and Section 4
3.23.3. Has provided Technical information as required (such is defined in RFP
Documents) provides clarifications and/or substantiation that the Evaluation
Committee may require for determining responsiveness.
3.23.4. Material Deviation:
A material deviation or reservation is one:
 Which affects in any substantial way the scope, quality or performance of the
Project; or
 Which limits in any substantial way, SUDA’s rights or the Bidder’s obligations
under the Agreement.
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3.24. Opening of Financial Bids
Process: Prior to opening of Financial Bid, Evaluation Committee will determine if (i) General
Submissions and Technical Bids of consortium/Bidder meet the requirement (ii) Bid is
technically qualified and if the submission satisfies (i) & (ii) then, Evaluation Committee will
review and evaluate the Financial Bid. If the submission does not satisfy the criteria, the
submission will be rejected, and the Bidder will be eliminated from further evaluation process.
3.25. Requirements for Substantial Compliance:
Although the Financial Bid will be submitted at the same time with Technical Bid, it will be
evaluated after completing the evaluation of Technical Bids. Prior to the detailed evaluation of
the Price Bid, Evaluation Committee will determine whether each bid or Bidder, as the case may
be:
3.25.1. continues to meet the eligibility criteria as given in this RFP
3.25.2. is in complete compliance with the General Submission and Technical Bid
requirements
3.25.3. has been properly signed and contains any required representations or
commitments
3.25.4. is presented in a manner that accords with the requirements of the RFP and
follows the required pricing formats
3.25.5. confirms to all terms, conditions, and specifications of the bidding documents
without material deviation or reservation
3.25.6. Material Deviation:
A material deviation or reservation is one
3.25.6.1. which affects in any substantial way the scope, quality, or performance of the
Project; or
3.25.6.2. which limits in any substantial way, inconsistent with the bidding documents,
SUDA’s rights or the Bidder’s obligation under the Agreement
3.25.6.3. Whose rectification would affect unfairly the competitive provision of other
bidders presenting substantially responsive bids
3.25.7. Corrections of Errors
a. Bid determined to be substantially responsive will be checked by Evaluation Committee for

any arithmetic errors. Wherever there is discrepancy between the amounts in figures and in
Page 30 of 277
words, the amount in words will prevail; and

b. The corrections made by Evaluation Committee, as explained above, shall be considered
as binding upon the bidder.
c. If the bidder does not accept the corrections in bid, Evaluation Committee may reject the
bid and Bid Security may be forfeited.
Bidder should provide all prices as per the prescribed format provided under “Financial Bid
Form 28”. All prices are to be entered in INR ONLY (Values in any other currency are not
allowed), SUDA reserves the right to ask the Bidder to submit proof of payment against any of
the taxes, duties, levies indicated. The Bidder needs to account for all Out of Pocket expenses
related to Boarding, Lodging and other related items in the Financial bids. No additional
charges shall be paid by SUDA, except GST if applicable.
3.26. Award Criteria
The intention to sign Agreement would be conveyed by SUDA to the Preferred Bidder who
satisfies all other compliance requirements, has been qualifying the minimum technical score
and has scored the highest marks in the QCBS system as mentioned in the RFP (as per
process described in Section 4). Prior to expiration of the bid validity period, SUDA will notify
the Preferred Bidder by fax or e- mail confirmed by registered Letter of Intent/ Award (LOI/LOA)
that his bid has been accepted.
3.27. Right to reject any or all Bids
3.27.1 Notwithstanding anything contained in this RFP, SUDA reserves the right to accept or
reject any bid, and to annul the bidding process and reject all bids, at any time prior to
the award, 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 its action.
3.27.2 SUDA reserves the right to verify all statements, information and documents
submitted by the Bidder in response to the RFP or the Bidding Documents. Failure of
the SUDA to undertake such verification shall not relieve the Bidder of its obligations
or liabilities hereunder nor will it affect any rights of the SUDA thereunder.
3.27.3 Any misrepresentation or furnishing an improper response shall lead to disqualification
of the Bidder.
3.27.4 Further, in case disqualification or rejection occur after appointment of Selected
Bidder or in case the selected bidder does not sign the Agreement, then the SUDA
shall take any such measure as it deems fit in the sole discretion, including annulling
the Bidding Process and proceeding with re-tendering the Project
3.28. Right to Vary Scope of Contract
SUDA may at any time, by a written order given to the bidder, make changes within the
quantities, specifications, services or scope of the Contract as specified.
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If any such change causes an increase or decrease in the cost of, or the time required for the
bidder’s performance of any part of the work under the Contract, whether changed or not
changed by the order, an equitable adjustment shall be made in the Contract Price or time
schedule, or both, and the Contract shall accordingly be amended. Any claims by the bidder for
adjustment under this Clause must be asserted within thirty (30) days from the date of the
bidder’s receipt of the SUDA’s changed order.
3.29. Issuance of LOI/LOA after evaluation and approval
After completing the evaluation of Financial Bid and identifying the successful bidder, SUDA
shall issue a Letter of Award/Intent (LoA/LOI) to the Successful Bidder, indicating its intention
for signing the Contract Agreement. Within 30 days, upon issuance of such LoA/LOI to the
Successful Bidder, the Bidder will be required to submit:
 Performance Security and other documents/compliances as mentioned in the LOA/LOI.

 The Performance Security/Performance Bank Guarantee shall be furnished in the format
(Form 25) and validity specified in the Clause 3.30.
If the bidder fails to furnish the Performance Security and other documents/compliances within
the stipulated period, SUDA would have a right to Forfeit the Bid Security of the Preferred
Bidder and issue Letter of Intent/Award to the Next Preferred Bidder after due procedures. The
decision of SUDA in this regard is final and binding.
3.30. Performance Security
The Bidder, by submitting its Application pursuant to this RFP, shall be deemed to have
acknowledged that without prejudice to the Authority’s any other right or remedy hereunder or in
law or otherwise, its Performance Security shall be forfeited and appropriated by the Authority
as the mutually agreed pre-estimated compensation and damages payable to the Authority for,
inter alia, the time, cost and effort of the Authority in regard to the RFP, including the
consideration and evaluation of the Proposal, under the following conditions:
 If a Bidder engages in any of the Prohibited/Fraud & Corrupt Practices specified in

Clause 3.35 of this RFP;
 if the Bidder is found to have a Conflict of Interest as specified in Clause 3.32; and
 if the selected Bidder commits a breach of the Agreement.
An amount equal to 10% (Ten per cent) of the Agreement Value shall be deemed to be the
Performance Security for the purposes of this Clause 3.30, which the agency will have to submit
in the form of a Bank Guarantee valid for a period of contract duration plus 3 months from the
date of signing of the Agreement, a draft format of which has been prescribed in this RFP and
which may be forfeited and appropriated in accordance with the provisions hereof. Performance
Security shall be returned to the MSP within 14 days of giving final clearance by the Client .
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Clients Bank Details – SUDA Bank Details
Beneficiary Name : CEO, STATE URBAN DEVELOPMENT AGENCY
Name of Bank : ICICI Bank
Address: : Bhanpuri, Raipur
A/c Number : 181701000187
IFSC Code : ICIC0001817
PAN No : AAALS1568B
GSTN No : 22AAALS1568B1DN
3.31. Signing of Contract Agreement
Selected Bidder shall sign Contract Agreement with SUDA within 30 days of issue of LoI/LOA,
but only after furnishing of the Performance Security as stipulated above along with the other
documents/compliances.
3.32. Conflict of Interest
The Sole Bidder/ Lead bidder or any members of the consortium shall not have a conflict of interest
that may affect the Selection Process or the Solution delivery (the “Conflict of Interest”). Any Bidder
or members of the consortium found to have a Conflict of Interest shall be disqualified. In the event
of disqualification, Authority shall forfeit the EMD, if available, as mutually agreed genuine pre-
estimated compensation and damages payable to Authority for, inter alia, the time, cost and effort of
Authority including consideration of such Bidder’s Bid, without prejudice to any other right or remedy
that may be available to Authority hereunder or otherwise.
Authority requires that the bidder provides solutions which at all times hold Authority’s interests
paramount, avoid conflicts with other assignments or its own interests, and act without any
consideration for future work. The bidder shall not accept or engage in any assignment that would be
in conflict with its prior or current obligations to other clients, or that may place it in a position of not
being able to carry out the assignment in the best interests of Authority.
3.33. Rejection Criteria
3.33.1. Authority reserves the right to reject in full or part, any or all bids without
assigning any reason thereof. Authority reserves the right to assess the Bidder’s
capabilities and capacity. The decision of Authority shall be final and binding.
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3.33.2. Bid should be free of over writing. All correction or addition must be clearly
written both in words and figures. In the event of any assumptions, presumptions,
key points of discussion, recommendation or any points of similar nature
submitted along with the Bid, Authority reserves the right to reject the Bid and
forfeit the EMD.
Besides other conditions and terms highlighted in the RFP document, bids may be rejected
under circumstances as stated in 3.34 and 3.34.1.
3.34. General Rejection Criteria
● Bids not qualifying under eligibility criteria.

● Bids submitted without or improper EMD or RFP document fees.
● Bids received through Telex /Telegraphic / Fax / E-Mail.
● Bids which do not confirm unconditional validity of the bid as prescribed in the Tender.
● If the information provided by the Bidders is found to be incorrect / misleading at any stage
/time during the Tendering Process.
● Any effort on the part of a Bidders to influence the SUDA’s bid evaluation, bid comparison or
contract award decisions.
● Bids received by the SUDA after the last date for receipt of bids prescribed in the bid
document.
● Bids without signature of person (s) duly authorized on required (specified) pages of the bid.
● Bids without power of authorization and any other document consisting of adequate proof of
the ability of the signatory to bind the Bidders.
● Technical Bid containing commercial details or any such hints/calculations/
extrapolations/records.
● Revelation of Prices in any form or by any reason before opening the Financial Bid.
● Failure to furnish all information required by the Tender Document or submission of a bid not
substantially responsive to the Tender Document in every respect.
● Bidders not quoting for the complete scope of Work as indicated in the RFP/Tender
documents, addendum (if any) and any subsequent information given to the Bidders.
● Bidders not complying with the General Terms and conditions as stated in the RFP/Tender
Documents.
● The Bidders not confirming unconditional acceptance of full responsibility of providing
services in accordance with the Scope of work and Service Level Agreements of this tender.
3.34.1. Financial Bid Rejection Criteria
● Incomplete Financial Bid.

● Financial Bids that do not conform to the Tender’s price bid format.
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● Total price quoted by the Bidders does not include all statutory taxes and levies applicable,
and applicable GST.
3.35. FRAUD AND CORRUPT PRACTICES
3.35.1 The Bidders and their respective officers, employees, agents and advisers shall
observe the highest standard of ethics during the Selection Process.
Notwithstanding anything to the contrary contained in this RFP, the Authority shall
reject a Proposal without being liable in any manner whatsoever to the Bidder, if it
determines that the Bidder has, directly or indirectly or through an agent, engaged
in corrupt practice, fraudulent practice, coercive practice, undesirable practice or
restrictive practice (collectively the “Prohibited Practices”) in the Selection
Process. In such an event, the Authority shall, without prejudice to its any other
rights or remedies, forfeit and appropriate the Performance Security, if available, as
mutually agreed genuine pre-estimated compensation and damages payable to the
Authority for, inter alia, time, cost and effort of the Authority, in regard to the RFP,
including consideration and evaluation of such Bidder’s Proposal.
3.35.2 Without prejudice to the rights of the Authority under Clause 3.35.1 hereinabove
and the rights and remedies which the Authority may have under the LOA or the
Agreement, if an Bidder or Consultant, as the case may be, is found by the
Authority to have directly or indirectly or through an agent, engaged or indulged
in any corrupt practice, fraudulent practice, coercive practice, undesirable practice
or restrictive practice during the Selection Process, or after the issue of the LOA or
the execution of the Agreement, such Bidder or Consultant shall not be eligible to
participate in any tender or RFP or RFP issued by the Authority during a period of
2 (two) years from the date such Bidder or Consultant, as the case may be, is found
by the Authority to have directly or through an agent, engaged or indulged in any
corrupt practice, fraudulent practice, coercive practice, undesirable practice or
restrictive practice, as the case may be.
3.35.3 For the purposes of this Clause, the following terms shall have the meaning
hereinafter respectively assigned to them:
a) “Corrupt practice” means the offering, giving, receiving, or soliciting, directly or
indirectly, of anything of value to influence the action of any person connected with
the Selection Process (for avoidance of doubt, offering of employment to or
employing or engaging in any manner whatsoever, directly or indirectly, any official
of the Authority who is or has been associated in any manner, directly or indirectly
with the Selection Process or the LOA or has dealt with matters concerning the
Agreement or arising there from, before or after the execution thereof, at any time
prior to the expiry of one year from the date such official resigns or retires from or
otherwise ceases to be in the service of the Authority, shall be deemed to constitute
influencing the actions of a person connected with the Selection Process; or (ii)
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save as provided herein, engaging in any manner whatsoever, whether during the
Selection Process or after the issue of the LOA or after the execution of the
Agreement, as the case may be, any person in respect of any matter relating to the
Project or the LOA or the Agreement, who at any time has been or is a legal,
financial or technical consultant/ adviser of the Authority in relation to any matter
concerning the Project;
b) “Fraudulent practice” means a misrepresentation or omission of facts or
disclosure of incomplete facts, in order to influence the Selection Process;
c) “Coercive practice” means impairing or harming or threatening to impair or harm,
directly
or indirectly, any persons or property to influence any person’s participation or
action in the Selection Process;
d) “undesirable practice” means (i) establishing contact with any person connected
with or employed or engaged by the Authority with the objective of canvassing,
lobbying or in any manner influencing or attempting to influence the Selection
Process; or (ii) having a Conflict of Interest; and
e) “restrictive practice” means forming a cartel or arriving at any understanding or
arrangement among Bidders with the objective of restricting or manipulating a full
and fair competition in the Selection Process.
f) “collusive practice” means is an arrangement between two or more parties
designed to achieve an improper purpose, including to influence improperly the
actions of another party.
3.35.4 The successful bidder will, prior to the commencement of the operation of the
contract, make available to SUDA, the particulars of all the employees who will be
employed on behalf of the bidder, such particulars inter-alia should include age,
date of birth and permanent address of the employee should be enclosed. The
bidder shall be responsible for engaging adequately trained manpower for providing
efficient service.
3.35.5 The successful bidder shall obtain adequate insurance policy/ policies in respect of
his workmen to be engaged for the work, towards meeting the liability of
compensation arising out of death/injury/disablement at work etc. The successful
bidder shall be responsible for the safety and security of the personnel deployed for
duty in office. In case of any accident to the personnel employed by the bidder, the
bidder is liable to pay the compensation and any other statutory dues and payments
and SUDA is not liable for any payment of such kind.
3.35.6 The successful bidder shall be fully responsible about the conduct of his employees
and shall ensure that their behaviour with the citizens, SUDA personnel and other
personnel directly or indirectly associated with the project is always good and
cordial. If it is found that the conduct or efficiency of any person employed by the
successful bidder is unsatisfactory, the bidder shall have to remove the person
concern and engage a new one immediately. The decision of the designated officer
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in this regard shall be final and binding on the contracts.

3.35.7 The payment of salary/wages shall be disbursed by the successful bidder to his
workmen. Salary/Wages to the workmen will be disbursed through ECS mode.
3.35.8 All the workers deployed by the successful bidder for carrying out tasks under the
contract, shall be deemed to be the employees of the bidder. The bidder shall be
solely responsible for their wages, fringe benefits, conduct, leave records, relievers
etc. The bidder shall also provide its workers photo identity cards which shall be
checked by the SUDA officials as and when necessary. SUDA shall in no way be
responsible for any default with regard to any statutory obligations and the bidder
will indemnify SUDA in case of any loss or damage or liability, which may arise on
account of action of the bidder.
3.35.9 The successful bidder shall ensure that either he himself or his representative is
available for proper Administration and supervision at the works.
3.35.10 The workmen employed by the successful bidder shall be directly supervised
and controlled by the bidder and shall have no relation whatsoever with SUDA shall
have no power to control or supervise such workmen or to take any action against
them except as permissible under law. Such workmen shall also not have any claim
against SUDA for service or regularization of services by virtue of being employed
by the Successful bidder in order to implement the project of SUDA against any
temporary or permanent posts at SUDA.
3.35.11 The Successful bidder shall be responsible to maintain the equipment and
other articles supplied by the SUDA, if any, in good condition. In case of any
damage, bidder shall be responsible to carry out the repairs without any delay to
avoid any interruption in service. Cost of repairs shall be borne by the bidder.
3.35.12 The bidder shall be liable with regard to compliance of all the laws regulation,
rules and directions given by any statutory authority with regard to safety, labour
laws or any other laws both Central & State in force in the State of Chhattisgarh
including registrations with Contract Labour Regulation Act, Workmen’s
Compensation Act, Minimum Wages Act, Payment of Wages Act, Provident Fund
Act, Employees State Insurance (ESI) Act, GST Registration, Municipal
Registrations etc.
3.36 Right to terminate the process
Authority may terminate the RFP process at any time and without assigning any reason. Authority
makes no commitments, express or implied, that this process will result in a business transaction
with anyone. This RFP does not constitute an offer by Authority.
3.37 Non-conforming bids
A bid may be construed as a non-conforming bids and ineligible for consideration:

i. If it does not comply with the requirements of this RFP.
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ii. If a bid does not follow the format requested in this RFP or does not appear to address the
particular requirements of the solution.
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3.38 Amendment of Request for Proposal
At any time prior to the due date for submission of bid, Authority may, for any reason, whether at its
own initiative or in response to a clarification requested by prospective bidder(s), modify the RFP
document by amendments. Such amendments shall be uploaded on the website of SUDA through
corrigendum and shall form an integral part of RFP document. The relevant clauses of the RFP
document shall be treated as amended accordingly.
It shall be the responsibility of the prospective bidder(s) to check the Authority’s website from time to
time for any amendment in the RFP document. In case of failure to get the amendments, if any,
Authority shall not be responsible.
In order to allow prospective bidders a reasonable time to take the amendment into account in
preparing their bids, Authority, at its discretion, may extend the deadline for submission of bids. Such
extensions shall be uploaded on website of the Authority.
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Section 4: Process of Bidding and Qualification and Evaluation criteria
4.1 Purchase of RFP: - The bidder has to purchase the RFP as mentioned in clause 3.3 of
Section 3.
4.2 EMD: - Submission of EMD as per clause 3.5 of Section 3.
4.3 Submission of RFP:- As per clause 3.11 & 3.11.5 of Section 3
4.4 The Bids shall be opened by the Authority in presence of those Bidders or their
representatives who may be present at the time of opening. The representatives of the
bidders should carry the identity card or Letter of Authorization from the bidder firms to
identify for attending the opening of bid. The bidder representatives who are present
shall sign a register evidencing their attendance.
There will be 2 bid opening events
1. Set 1-RFP Document Fees, Bid Security/EMD, Set 2 Pre-qualification bid and Set 3-
Technical bid/proposal
2. Set 4- Financial Bid/proposal
The venue, date and time for opening the Pre-qualification bid and Technical Bid are mentioned in
the Quick Information Data Sheet.
The venue, date and time for opening the Financial bid would be communicated to the Technically
Qualified bidders.
4.5 Preliminary Examination of Bids/Proposals
Authority shall examine the bids to determine whether they are complete, whether the documents
have been properly signed and whether the bids are generally in order. Any bids found to be
nonresponsive for any reason or not meeting any criteria specified in the RFP, shall be rejected by
Authority and shall not be included for further consideration.
Initial Bid scrutiny shall be held and bids will be treated as non-responsive, if bids are:
i. Not submitted in format as specified in the RFP document

ii. Received without the Letter of Authorization (Power of Attorney)
iii. Found with suppression of details
iv. With incomplete information, subjective, conditional offers and partial offers submitted
v. Submitted without the documents requested
vi. Non-compliant to any of the clauses mentioned in the RFP
vii. With lesser validity period
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4.6 Evaluation of Bid:-
 The evaluation will be done in 3 stages i.e., Pre-Qualification Evaluation (PQ),

Technical-Qualification Evaluation (TQ) & Financial/Commercial Evaluation of the
proposal submitted by the bidders.
 The bidders will be shortlisted based on the Pre-Qualification criteria as given in

Section 4 of the RFP document.
 The Bidders who qualify in Pre-Qualification (PQ) evaluation will be eligible for opening
of Technical Evaluation
 The Bidders have to score 70 & more marks out of 100 marks in the Technical
Evaluation will be considered for Financial Evaluation.
 The Financial Proposals of the Bidders who have qualified in the Technical Evaluation
will be evaluated
 The overall method of evaluation is Quality cum Cost Based Selection (QCBS (70:30))
only. The Technical Evaluation Score will be given a weightage of 70% and the
Financial Evaluation Score, a weightage of 30%, in arriving at the overall score. The
bidder who scores the highest overall score will be considered for selection.
Authority shall constitute a Tender Evaluation Committee to evaluate the responses of the bidders.
The Tender Evaluation Committee shall evaluate the responses to the RFP and all supporting
documents/documentary evidence. Inability to submit requisite supporting documents/documentary
evidence by bidders may lead to rejection of their bids.
The decision of the Tender Evaluation Committee in the evaluation of bids shall be final. No
correspondence will be entertained outside the process of evaluation with the Committee. The
Tender Evaluation Committee may ask for meetings or presentation with the Bidders to seek
clarifications or conformations on their bids.
The Tender Evaluation Committee reserves the right to reject any or all bids. Each of the responses
shall be evaluated as per the criteria and requirements specified in this RFP.
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4.6.1. Stage 1: Pre-qualification
i. Authority shall validate the Set 1 “RFP document fees & Bid Security/Earnest Money Deposit
(EMD)” on the day of opening the pre-qualification bid and technical bid as stated in the Quick
Information Data Sheet.
ii. If the contents of the Set 1 are as per requirements, Authority shall open the Set 2-“Pre-
Qualification Bid”. Each of the applicable Pre-Qualification condition mentioned in Section 4.7
is MANDATORY. In case, the Bidder does not meet any one of the conditions, the bidder
shall be disqualified.
Financial bid will not be opened for those bidders, who don’t qualify the Pre-Qualification
evaluation.
4.6.2. Stage 2: Technical Evaluation
i. Set 3 “Technical bid” will be evaluated only for the bidders who succeed in Stage 1.
ii. Authority will review the technical bids of the short-listed bidders to determine whether the
technical bids are substantially responsive against the criteria mentioned in 4.8. Bids that are
not substantially responsive are liable to be disqualified.
iii. Each Technical Bid will be assigned a Technical Score out of a maximum of 100 points. Only
the bidders who get Technical Score of more than or equal to 70% in Technical Evaluation
will qualify for Commercial/ Financial Evaluation stage.
iv. Financial bid will not be opened for those bidders, who don’t qualify the technical evaluation.
4.6.3. Stage 3: Commercial/Financial Evaluation
The Financial Proposals of the bidders who have qualified in the Technical Evaluation will be
evaluated. All the technically qualified bidders will be notified to participate in Financial Bid opening
process.
i. The overall method of evaluation is Quality cum Cost Based Selection (QCBS (70:30)) only.
The Technical Evaluation Score will be given a weightage of 70% and the Financial
Evaluation Score, a weightage of 30%, in arriving at the overall score. The bidder who scores
the highest overall score will be considered for selection.
ii. The Financial bids for the technically qualified bidders shall then be opened on the notified
date and time and reviewed to determine whether the Financial bids are substantially
responsive. Bids that are not substantially responsive are liable to be disqualified at
Authority’s discretion.
iii. Financial bids that are not as per the formats provided Annexure F shall be liable for
rejection.
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iv. The bid price shall include all taxes and levies except GST and shall be in Indian Rupees and
mentioned separately.
4.7. Conditions of Pre-Qualification and Eligibility of Bidder/s
Bidder must read carefully the minimum conditions of eligibility (the “Conditions of Eligibility”)
provided herein. Proposals of only those Bidders who satisfy the Conditions of Eligibility will be
considered for further evaluation.
To be eligible for technical evaluation of its Proposal, the bidder shall fulfil the following:
S.No. Parameter Eligibility Criteria Supporting Applicability

document to be
Submitted
1 Legal Entity The following entities either as Bidder should Sole Bidder/ Lead
sole bidder or consortium submit documents Bidder and
members are allowed to as following: Consortium
participate in the bidding member (in case
process: a) Certificate of of consortium)
 Companies registered Incorporation/
under the Indian registration
Companies Act, 1956/ b) Copy of
2013 c) Copy of PAN
OR
 Partnership firms
registered under the
Limited Liability
Partnerships (registered
under LLP Act, 2008)
OR
 Partnership firms
registered under the Indian
Partnership Act, 1932
and having a Valid GST

Registration in India.
Consortium is allowed with

maximum 2 members (i.e.1
Lead member and 1
Consortium member).
Page 43 of 277

document to be
Submitted
2 Presence in The Sole Bidder/ Lead Bidder Bidder should Sole Bidder/
India (in case of consortium) should submit audited Lead Bidder (in
have a registered office and Financial case of
operations in India. The Bidder Statements for consortium)
should be operational in India Last 5 Years (till
for at least last Five years as of 31/03/2021) OR
date of Bid Submission. Work Order to
establish the
presence
3 Experience The Sole Bidder/Lead Bidder Bidder should Sole Bidder/ Lead
in should have successfully submit following: Bidder (in case of
Information completed OR in the process of consortium)
Technology/ completion of at least the a) Bidder should
ITES following numbers of projects in submit the PO /
last Five years as on last date Work Orders
of bid submission of value clearly indicating
specified herein: scope of work as
per criteria.
Any One project of value ≥ INR
b) Project
20 Crores as defined below
Completion/
ongoing
OR
Certificate from
Any Two projects of value <
the client / CA
INR 20 Crores and ≥ INR 15
Certificate stating
Crores each as defined
the payment
realized
OR
Any Three projects of value < c) Project Citation
INR 15 Crores and ≥ INR 10 as per format
Crores each as defined below provided in Form
16
Note: Definition of Project for

this context:
IT Project: Single work order/
Multiple Work orders in a single
agreement on IT project in IT
Application/Data Centre /IT
Network Operation/Integrated
Command & Control Centre/
Page 44 of 277

document to be
Submitted
Call Centre/ eGovernance in
India.
4 Experience Bidder should Sole Bidder/ Lead

in Call Bidder should have submit following: Bidder or any
Centre successfully completed or in Consortium
the process of completion of a) Bidder should member(in case
following type of call centre: submit the PO / of consortium)
Work Orders
At least one Call clearly indicating
Centre/Customer Care or scope of work as
Emergency response Call per criteria.
Centre (ECC) with minimum 25
b) Project
seats/Agents with Central
Completion/
Government/State Government
ongoing
in India/PSU
Certificate from
the client / CA
OR
Certificate stating
100 seats/Agents Call Centre/
the payment
BPO in Non-Government/ non-
realized
emergency environment in
India c) Project Citation
as per format
Note: Definition of Project for provided in Form
this context: 16
Single work order/ Multiple
work orders in a single
agreement of call centre
operation
5 Quality The Sole Bidder or Lead bidder Bidder should Sole Bidder/ Lead
Certification should have submit Copy of Bidder (in case of
 Valid ISO 9001:2008 or Certificate consortium)
higher
 CMMi Level-3 or Higher
Certification
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document to be
Submitted
6 Turnover a) The bidder should have an Bidder should Sole Bidder/ Lead
and Net average annual turnover of submit any of the Bidder &
worth of at least INR 100 Crores following: Consortium
bidder from IT/ ITES in last three member (in case
financial years, 2018-19, a. Copies of of consortium)
2019-20 & 2020-21 Certified
b) Bidder should have audited
positive Net worth in each Financial
of last three financial statements/
years, 2018-19, 2019-20 Balance sheet
& 2020-21 / Profit & Loss
statement
Note: b. Certificate
from the
1.Turnover in areas other than statutory
mentioned above; shall not be auditor
considered for evaluation. /Certificate
from CA
2. In case of consortium, Lead regarding
member shall satisfy this condition.
minimum of 51 % of the c. Certificate
financial criteria and other from the
Consortium Member should Statutory
have minimum INR 10 Crores Auditor/
as average annual turnover Chartered
from IT/ ITES in last three Accountant
financial years, 2018-19, stating the net
2019-20 & 2020-21. worth
Note: Bidders
need to submit a
provisional
certificate from
CA for 2020-21
turnover/ networth
if audited financial
statements are
not published
7 Local Office The bidder/ Lead Member shall Bidder should Sole Bidder/
have/ or submit an undertaking submit requisite Lead Bidder (in
to establish (if work gets proof of having case of
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document to be
Submitted
awarded) an office in Raipur, office in consortium)
Chhattisgarh. Chhattisgarh or
submit
undertaking to
establish one
within 1 month
from award of
work.
8 Blacklisting The bidder (all consortium Bidder should Sole Bidder/ All
Member in case of consortium) submit Self Members of
should not have been debarred declaration (as consortium
and/or blacklisted by any per the given
State/Central Govt./ ULB format in Form
/Semi- Government 5).
Organization/ PSU in India on
date of Bid submission.
9 Certificate The Bidder shall not be under Undertaking in this Sole Bidder/ All
for Conflict of Interest as per regard by the Members of
undertaking conditions mentioned in Form 5 authorized consortium
for No of this RFP. signatory of the
Conflict of bidder as per the
Interest given format in
Form 5
10 Earnest The bidder should furnish, as EMD may be Sole Bidder/ Lead
Money part of its proposal, an Earnest submitted in Bidder (in case of
Deposit Money Deposit (EMD) of Rs. Demand Draft in consortium)
(EMD) Five Lakhs only (Rs 5,00,000/- the name of CEO,
). State Urban
Development
Agency payable at
Raipur.
OR
EMD may be
submitted in the
form of Bank
Guarantee (BG) as
per the given
format in Form 1
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document to be
Submitted
on stamp paper of
value required
under law duly
signed by
authorized
representative of
Bank.
11 RFP The bidder should furnish, as Tender fees may Sole Bidder/ Lead
document part of its proposal, a Tender be submitted in Bidder (in case of
fees (Tender Fees of Rs Ten Thousand only Demand Draft in consortium)
Fees) (Rs.10,000/-). the name of CEO,
State Urban
Development
Agency payable at
Raipur.
12 Consortium The bidder should furnish, a Consortium All Members of
Agreement consortium agreement in case agreement as per consortium (if
of consortium clearly the given format in any)
mentioning roles and Form 6
responsibility of each member
of consortium
Note: The ongoing project with start date less than 6 months from the date of submission of the Bid
will not be considered for evaluation.
4.8. Technical Evaluation Criteria
The Bids will be evaluated as per following technical evaluation criteria:

Sr No. Criteria Criteria Details Documentary Maximum
Evidence Marks
A
Bidder’s Organization strength and Experience of Firm in Similar 50
Assignments & Turn Over
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Evidence Marks
1. Experience in The Sole Bidder/Lead Bidder Bidder should 15
Information should have successfully following:
Technology/ITES completed or in the process of  Bidder should
completion at least the following submit the PO /
numbers of projects in last Five Work Orders
years as on last date of bid clearly indicating
submission of value specified scope of work as
herein: per criteria.
Any One project of value ≥ INR a) Project

20 Crores as defined below=10 Completion/
Marks; ongoing
Certificate from
OR the client / CA
Any Two projects of value < Certificate stating
INR 20 Crores and ≥ INR 15 the payment
Crores each as defined below realized
=10 Marks;
b) Project Citation
as per format
OR
provided in Form
Any Three projects of value <
16
INR 15 Crores and ≥ INR 10
Crores each as defined
below=10 Marks;
For any Additional Project
Project of value
 ≥ INR 20 Crores. -2 Marks
 < INR 20 Crores and ≥ INR
15 Crores -1 Mark
 < INR 15 Crores and ≥ INR
10 Crores -0.6 Marks
for each Project
Note: Definition of Project for

this context:
IT Project: Single work order/
Multiple work orders in a single
Page 49 of 277

Evidence Marks
agreement on IT project in IT
Application/Data Centre /IT
Network Operation/Integrated
Command & Control
Centre/Call
Centre/eGovernance in India
2. Experience in Sole Bidder/ Lead Bidder or any Bidder should submit 15
Call Centre Consortium member (in case of the documents as
Operations consortium) should have following:
successfully completed or in the
process of completion a) Bidder should
experience of following type of submit the PO /
call centre: Work Orders
 At least one Call clearly indicating
Centre/Customer care or scope of work as
Emergency response Call per criteria.
Centre (ECC) with b) Project
minimum 25 to 49 Completion/
seats/Agents with ongoing
Central/State Certificate from
Government/PSU in India the client / CA
OR Certificate stating
100 to 199 seats/Agents the payment
Call Centre/ BPO in Non realized
Government/ non-
emergency environment in c) Project Citation
India. – 10 marks as per format
provided in form
 At least one Call 16
Centre/Customer care or
Emergency response Call
Centre (ECC) with
minimum 50 to 75
seats/Agents with
Central/State
Government/PSU in India
OR
200 -300 seats/Agents Call
Centre/ BPO in Non
Government/ non-
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Evidence Marks
emergency environment in
India. – 12.5 marks
 At least one Call

Centre/Customer care or
Emergency response Call
Center (ECC) with more
than 75 seats/Agents with
Central/State Government/
PSU in India
OR
More than 300
seats/Agents Call Center/
BPO in Non Government/
non-emergency
environment in India. – 15
marks
Definition of Project for this

context:
Single work order/ Multiple work
orders in a single agreement of
Call Centre Operation
3. Experience in Sole Bidder/ Lead Bidder or any Bidder should submit 10
Software Consortium member (in case of following:
development consortium) should have
successfully completed or a) Bidder should
Completed Implementation submit the PO /
phase of at least the following Work Orders
numbers of projects in last Five clearly indicating
years as on last date of bid scope of work as
submission of value specified per criteria.
herein:
b) Project
Completion/
Any One project of value not
ongoing
less than the INR 6 Crores as
Certificate from
defined above=7 Marks;
the client / CA
Certificate stating
1 mark for each additional
the payment
project, upto 3 Projects.
realized
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Evidence Marks
c) Project Citation
as per format
provided in Form
16
4. Experience in Sole Bidder/ Lead Bidder or any Bidder should submit
Citizen service Consortium member (in case of documents as 5
delivery or Door consortium) must have following:
Step delivery engaged in Citizen service
delivery or Door Step delivery. a) Bidder should
submit the PO /
Any One project/Assignment =5 Work Orders,
Marks; clearly indicating
scope of work as
Else 0 Marks per the definition of
project required in
criteria
b) Project
Completion/ o
ngoing Certificate
from the client / CA
Certificate stating
the payment
realized
c) Project citation as
per format 16 in
this RFP
5. Average Annual The bidder should have an Bidder should submit 5
Turnover in last average annual turnover of at any of the following:
three financial least INR 100 Crores from IT/
years ITES in last three financial a. Copies of
years 2018-19, 2019-20 & Certified audited
2020-21 Financial
statements/
 < INR 100 Crores.- 0 Marks Balance sheet /
 ≥ INR 100 Crores.< INR Profit & Loss
150 Crores.-3.5 Marks statement
 ≥ INR 150 Crores.< INR b. Certificate from
200 Crores. – 4.5 Marks the statutory
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Evidence Marks
 ≥ INR 200 Crores. - 5 Marks auditor
/Certificate from
The Lead Bidder & Consortium CA regarding
member (in case of consortium) this condition.
can jointly fulfil this criteria, Note: Bidders need to
subject to Lead member shall submit a provisional
satisfy minimum of 51 % of the certificate from CA for
financial criteria and other 2020-21 turnover/
Consortium Member should networth if audited
have minimum INR 10 Crores financial statements
as average annual turnover are not published
from IT/ ITES in last three
financial years, 2018-19, 2019-
20 & 2020-21
B Technical Proposal 10
1. Proposed Adequacy and quality of the Technical Proposal

Solution and proposed methodology, and
Approach & work plan in responding to the
Methodology Terms of Reference (TORs):
for executing
the [Notes to bidder: The Client will
assignment. assess whether the proposed
methodology is clear, responds
to the TORs, work plan is
realistic and implementable;
overall team composition is
balanced and has an
appropriate skill mix; and the
work plan has right input of
Experts]
C Technical Presentation 20
1. Technical Understanding of the project Technical Presentation

Presentation requirement
2. Appointment scheduling and
Field document Collection
methodology
3. SLA Monitoring
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Evidence Marks
4. Project Implementation Plan
5. Response to queries &

Innovativeness
D Qualification and Experience of Team Leader & Other Key 20
Professionals
1. Project Manager Mandatory Criteria Curriculum Vitae in 6
a) Educational Qualification- Format (Form 20) as
BE / B. Tech / MCA per this RFP
b) Minimum 12 years of
IT/ITES experience with
minimum 5 years of IT/ITES
Project Management
experience
Scoring Criteria
a) PMP / Prince 2/ITIL
Certification = 1 Mark
b) Total IT/ITES work

experience:
 More than 15 years of
experience = 3 Marks
 12 - 15 years of experience
= 2 Mark
c) Experience of working in
Citizen service Delivery or
Call Center Project
 2 projects = 2 Marks
 1 project = 1 Mark
2. Deputy Project Mandatory Criteria Curriculum Vitae in 3

Manager (HR a) Educational Qualification: Format (Form 20) as
Manager cum Graduation + MBA per this RFP
Trainer) b) Minimum 10 years of work
experience with minimum 5
years of experience in
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Evidence Marks
hiring/recruitment and training
experience
Scoring Criteria
a) Total experience in
hiring/recruitment and training :
 5-7 years of experience = 2
Mark
3. Solution Mandatory Criteria Curriculum Vitae in 4

Architect a) Educational Qualification: Format (Form 20) as
BE / B. Tech / MCA per this RFP
b) Minimum 8 years of IT
experience
Scoring Criteria
a)Total experience as
Solution Architect:
Mark
b) Total IT experience:
 8-10 years of experience =
1 Mark
4. System Admin - Mandatory Criteria Curriculum Vitae in 3
(Cloud & a) Educational Qualification: Format (Form 20) as
Infrastructure)  BE / B Tech /MCA per this RFP
b) Minimum 6 years of IT
experience
Scoring Criteria
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Evidence Marks
a) Total IT experience:
experience =2 Marks
Mark
b) Experience as System
Admin - (Cloud &
Infrastructure) in Projects:
 More than 2 projects = 1
Mark
 Minimum 2 projects = 0.5
Mark
5. Technical Expert Mandatory Criteria Curriculum Vitae in 2

– GIS a) Educational Qualification: Format (Form 20) as
BE / B. Tech / per this RFP
MCA/B.Plan/B.Arch / GIS
informatics/Geo informatics/
Remote Sensing
b) Minimum 5 years of GIS

experience
Scoring Criteria
a) Total GIS experience:
experience = 1 Mark
 5-7 years of experience =
0.5 Marks
b) Experience of GIS
projects:
Mark
Mark
6. Data Scientist/ Mandatory Criteria Curriculum Vitae in 2

Data Analytics a) Educational Qualification: Format (Form 20) as
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Evidence Marks
Expert BE / B. Tech / MCA per this RFP
b) Minimum 3 years of
experience as Data
Scientist/Data Analytics Expert
Scoring Criteria
a) Experience of as Data
Scientist/Data Analytics
Expert
experience = 1 Mark
 3-5 years of experience
= 0.5 Mark
b) Experience as Data
Scientist/Data Analytics
Expert in projects:
Mark
Mark
Total Marks 100
Note:
The ongoing project with start date less than 6 months from the date of submission of the Bid will
not be considered for evaluation.
4.9. Financial Evaluation
Financial Bid of Bidders who qualify the Stage 1 and Stage 2 shall be opened in the presence of
the representatives of qualified Bidders, who choose to attend.
The financial score shall be given to each bidder. The Bidder with lowest financial bid (L1) will be
awarded 100% score of 100.
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Financial Scores for other Bidders will be evaluated using the following Formula, Financial Score
(FS) = (Total Financial Quote of L1/ Total Financial Quote of the Bidder under consideration) X
100
4.10. Overall Evaluation
In determination of the best value bid, the following weightage should be given for the technical
and Financial scores of the Bidders in a Quality and Cost Based Selection methodology (QCBS):
 Technical Score: 70%

 Financial Score: 30%
For every Bidder the Final Total Score (S) will be calculated using the formula S = 0.70 X TS + 0.30
X FS the Bidder with the highest value of S should be selected as the successful bidder
4.11. Negotiations: - Negotiations may, however, be undertaken with successful bidder, when the
rates are considered to be higher than the prevailing market rates or found to be on higher side
upon analysing by bid evaluation committee. The bid evaluation committee shall have full power
to undertake negotiations. Detailed reasons and results of negotiations shall be recorded in the
proceedings.
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Section 5: General Terms of Condition
PROPOSED FORM OF CONTRACT Agreement
This AGREEMENT (hereinafter called the “Agreement”) is made on the .................... day of the
month of ………… 20…, between, on the one hand, the [SUDA, acting through ....................... ]
(hereinafter called the “Authority” which expression shall include their respective successors and
permitted assigns, unless the context otherwise requires) and, on the other hand,
…………………………………. (hereinafter called the “Managed Service Provider” which expression
shall include their respective successors and permitted assigns).
WHEREAS
A) The Authority vide its RFP for “Selection of Managed Service Provider (MSP) for
Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana)””
(hereinafter called the “Project”);
B) The Managed Service Provider submitted its proposals for the aforesaid work, whereby
the Managed Service Provider to the Authority that it had the required professional skills,
and in the said proposals the MSP also agreed to provide the Services to the Authority
on the terms and conditions as set forth in the RFP and this Agreement; and
C) the Authority, on acceptance of the aforesaid proposals of the Managed Service
Provider, awarded the work to the MSP vide its Letter of Award/ Letter of Intent dated
.................. (the “LOA/ LOI”) (hereinafter referred to as “the Assignment”) for the Capital
Cost Rs.___ /-(Rupees only) and Operational Cost Rs.___ /-(Rupees
only) including Service Fee of Rs. /-(Rupees only) per successful transaction
(hereinafter referred to as the “Service Fee”) inclusive of all applicable taxes, duties,
cess, statutory charges levies and any other charges except the GST subject to
fulfilment of all terms and conditions specified in the RFP document of the SUDA and
LOA issued by SUDA to the MSP; and
D) in pursuance of the LOA, the parties have agreed to enter into this Agreement. NOW,
THEREFORE, the parties hereto hereby agree as follows:
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1. General
In this Contract, the following terms shall be interpreted as indicated below and the Managed
Service Provider must bind all the definitions and prepare financial quotations.
1.1. Definitions and Interpretation:
1.1.1. The words and expressions beginning with capital letters and defined in this
Agreement shall, unless the context otherwise requires, have the meaning
hereinafter respectively assigned to them:
 “Agreement”: means this Agreement, together with all the Annexes;

 “Additional Services” means the services other than the normal Scope of Services
mentioned under RFP Document of the Contract to be carried out by the Manage
service provider only after receiving a written communication from the Client.
 “Applicable Law(s)” shall mean and include all applicable Indian statutes,
enactments, Acts passed by the State Legislature or by the Parliament,
ordinances, rules, bye-laws, regulations, notifications, guidelines, policies,
directions, directives and orders of any Government (Central or State), statutory
authority, tribunal, board or court as may be applicable from time to time.
 “Assignment” shall mean the Services to be provided, carried out and/or
performed by the Managed Service Provider (MSP) as provided in the scope of
services, under the terms of RFP Documents.
 “Affiliate” or “Associate” shall mean a body corporate or any other legal entity
which is under the control of the MSP or does have control over the MSP, directly
or indirectly.
 “Confidential Information”: shall have the meaning set forth in Clause 3.3;
 “Conflict of Interest”: shall have the meaning set forth in Clause 3.2 read with the
provisions of RFP;
 “Managed Service Provider”/Technology Partner”/ “Selected Bidder”/ “Bidder”:
Shall mean the bidder fulfilling all the conditions as mentioned in RFP for
prequalification, marking and having been selected as the preferred bidder by the
client for execution of Contract for the scope as mentioned in the said RFP.
 “Contract”: means the Service Agreement entered into between the Client and the
Managed Service Provider (MSP) together with all the Appendices, Annexure and
schedules mentioned and enclosed thereto.
 “Contract Price” or “Service Fee” means the price payable to the Managed
Service Provider (MSP) under the contract for the full and proper performance of
all its contractual obligations.
 “Contract Period” means the period of contract from the date mentioned in Notice
to commence/Proceed as defined in the SCC.
 “Competent Authority” means the agency or the person authorized by
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Government of Chhattisgarh in present case State Urban Development Agency

(SUDA), to exercise the powers and discharge the functions of the Competent
Authority under appropriate Regulations. Different persons or authorities may be
authorized to perform different functions.
 “Day” means calendar day and “year” means 365/366 days.
 “Dispute”: shall have the meaning set forth in Clause 9.2.1;
 “Client / Employer” means STATE URBAN DEVELOPMENT AGENCY (SUDA),
Chhattisgarh, and includes its successor(s) in interest and permitted assigns.
 “Effective Date”: means the date on which this Agreement comes into force and
effect pursuant to Clause 2.1;
 “Final Clearance” means the final clearance given by the Client upon successful
completion of all the Services as specified in Scope of Services.
 “GCC” mean this General Conditions of Contract;
 “SUDA” means State Urban Development Agency.
o “Government” means the Government of Chhattisgarh (GoCG) and the
Government of India (GoI) as the case may be and shall include any department,
authority and/or body within their respective or joint control discharging
governmental and administrative functions.
 “Letter of Award” means the formal acceptance of the bid/ proposal by the Client.
 “INR, Re. or Rs.”: means Indian Rupees
 “Member”: in case the Managed Service Provider (MSP) consists of a consortium
of more than one entity, means any of these entities, and “Members” means all of
these entities(If Applicable);
 “Party”: means the Authority or the Managed Service Provider, as the case may
be, and Parties means both of them;
 “Personnel”: means persons hired by the Managed Service Provider (MSP) as
employees and assigned for the performance of the Services or any part thereof;
 “RFP”: shall mean this Request for Proposal along with all schedules, Annexures
and RFP Project Document attached thereto and shall include any modification,
amendment or alterations thereto.;
 “Services”: means the work to be performed by the Managed Service Provider
(MSP) pursuant to this Agreement, as described in the Terms of Reference
hereto;
 “Third Party”: means any person or entity other than the Government, the
Authority, the Managed Service Provider (MSP).
 Project sites means the place or places named in the schedule or requirements
for delivery of services.
 Pre-qualification and Technical bid means that part of the offer that provides
information to facilitate assessment by SUDA, professional, technical and
financial standing of the Managed Service Provider (MSP),conformity to
specifications etc.
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 All terms and words not defined herein shall, unless the context otherwise
requires, have the meaning assigned to them in the RFP.
1.1.2. The following documents along with all addenda issued thereto shall be
deemed to form and be read and construed as integral parts of this Agreement and
in case of any contradiction between or among them the priority in which a
document would prevail over another would be as laid down below beginning from
the highest priority to the lowest priority:
 Agreement
 Letter of Award/Appointment/Intent
 Annexures/appendix/schedule of RFP; and
 RFP;
1.2. Relation between the parties

Nothing contained herein shall be construed as establishing a relation of master and servant
or of agent and principal as between the Authority and the Managed Service Provider
(MSP). The relationship of parties under this Agreement is on “Principle to Principle basis”.
The Managed Service Provider (MSP) shall provide, carry out and perform the Services
under this Agreement, as an independent Agency. The execution of the Services or the
performance of the Services under the contract shall not be construed to create or intend to
create a partnership, or a joint venture or Client employee relationship between the Parties.
The employees/personnel of the Managed Service Provider (MSP) shall always considered
to be the employees of Managed Service Provider (MSP) for all purposes whatsoever under
this Contract and they shall not have any right or claim of employment against the Client.
The Managed Service Provider (MSP) shall, subject to this Agreement, have complete
charge of Personnel performing the Services and shall be fully responsible for the Services
performed by them or on their behalf hereunder.
1.3. Rights and Obligations
The mutual rights and obligations of the Managed Service Provider (MSP) shall be as set
forth in the Agreement, in particular:
 the Managed Service Provider (MSP) shall carry out the Services in
accordance with the provisions of the Agreement; and
 the Authority shall make payments to the Managed Service Provider
(MSP) in accordance with the provisions of the Agreement.
1.3.1. Managed Service Provider’s General Responsibilities
The Managed Service Provider shall, with due care and diligence, prepare (to the extent
provided for by the Contract) and complete the Services in accordance with the
provisions of the Contract.
The Managed Service Provider (MSP) shall provide the Services and carry out and
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perform its obligations hereunder with all due diligence, professional prudence, efficiency
and economy, in accordance with generally accepted professional techniques and
practices, and shall observe sound management practices, and employ appropriate
advanced technology and safe methods. The Managed Service Provider (MSP) shall
always act, in respect of any matter relating to the Contract or to the Services, as faithful
advisers to the Client, and shall at all times support and safeguard the Client’s legitimate
interests in any dealings with any Third Party.
The MSP will abide by the job safety, insurance, customs and immigration measures
prevalent and laws in force in the Client’s country, and will indemnify the Client from all
demands or responsibilities arising from accidents or loss of life. The MSP will pay all
indemnities arising from such incidents and will not hold the Client responsible or obliged.
The MSP is responsible for, and obligated to conduct all contracted activities with due
care and diligence, in accordance with the Contract and using state of the art methods
and economic principles, and exercising all reasonable means to achieve the
performance specified in the Contract.
The MSP must provide a team of qualified technical persons for constant interaction with
SUDA officials during the entire duration of contract including installation, customization,
testing, validation, trials, live running and maintenance.
The MSP is obliged to work closely with the Client’s staff, act within its own authority, and
abide by directives issued by the Client that are consistent with the terms of the Contract.
MSP is responsible for managing the activities of its personnel, and will hold itself
responsible for any misdemeanours.
The MSP is obliged to implement the “Minimum Wages Act” of the state.
Maintenance Calls: The maintenance calls during contract period should be attended as
per terms and conditions in agreement, for which a register shall be maintained by SUDA
and no extra cost shall be paid beyond the contract price.
In addition to the above, the Managed Service Provider (MSP) shall also comply with the
provisions as mentioned in Special Conditions of the Contract (SCC).
1.3.2. Contract Agreement
The Managed Service Provider (MSP) shall, enter into and execute the Agreement with
the Client in the form annexed to these conditions with such modifications as may be
necessary.
1.3.3. Sufficiency of Bid
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The Managed Service Provider (MSP) shall be deemed to have based his Bid on the
data made available by the Client and on his own inspection and examination, all as
aforementioned.
The Managed Service Provider (MSP) shall be deemed to have satisfied himself as to
the correctness and sufficiency of the Bid and of the stages and milestones stated in the
Scope of Services under Section 7, all of which shall, except insofar as it is otherwise
provided in the Contract, cover all his obligations under the Contract (including those in
respect of the deliverables, reports etc.) and all matters and things necessary for the
proper completion of the Services.
1.3.4. Services to be in Accordance with Contract
The Managed Service Provider (MSP) shall carry on, provide and / or perform the
services in accordance with the Contract to the satisfaction of the Client. The Managed
Service Provider shall comply with and adhere strictly to the Client/Client
Representative’s instructions on any matter, whether mentioned in the Contract, or not,
touching or concerning the Services.
1.3.5. Performance Security/ Performance Bank Guarantee
The Managed Service Provider (MSP) shall provide Performance Security for due and
faithful performance of the Contract to the Client within 30 days after the receipt of the
Letter of Award/ Intent. The performance security shall be in the form of unconditional
bank guarantee issued by any Nationalized/Scheduled Bank located in India, of an
amount as specified in the RFP or SCC and in the form provided in Form 25 of this RFP
documents. The cost of complying with the requirements of this clause shall be borne by
the MSP. When providing such security to the Client, the MSP shall notify the
Client/Client’s Representative of so doing.
The Performance Security will be for an amount equivalent to 10% of contract value. All
charges whatsoever such as premium, commission, etc. with respect to the Performance
Security/ Performance Bank Guarantee shall be borne by the MSP.
1.3.6. Period of validity of Performance Security/ Performance Bank Guarantee
The Performance security shall be valid for the Contract Period plus three (3) months. No
claim shall be made after giving final clearance by the Client and the Performance
Security shall be returned to the MSP within 14 days of giving final clearance by the
Client.
1.3.7. Client/Client’s Representative at Liberty to Object
The Client/Client Representative shall be at liberty to object to and require the MSP to
remove forthwith from the Services any person provided by the MSP who, in the opinion
of the Client/Client’s Representative, misconducts himself, or is incompetent or negligent
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in the performance of his duties, or whose presence on the Services is otherwise

considered by the Client/Client Representative to be undesirable, and such person shall
not be again allowed upon the Services without the consent of the Client/Client
Representative. Any person so removed from the Services shall be replaced by
competent person with qualifications and experience satisfying the requirements of this
RFP, shall have equivalent or better qualifications and experience than the original
person as approved by the Client/Clients Representative.
1.3.8. Language Ability of Managed Service Provider’s Staff
It is expected that the Managed Service Provider and his representative shall have
adequate knowledge of English, Hindi and/or local language so as to ensure proper
transmission of instructions and information.
A reasonable proportion of the MSP personnel shall have working knowledge of Hindi
and English.
1.3.9. Compliance with Statutes, Regulations
The Managed Service Provider (MSP) shall conform and comply in all respects, including
by the giving of all notices and the paying of all fees, with the provisions of:
(a) any National or State Statute, Ordinance, or other Law, or any regulation, or by law of
any local or other duly constituted authority in relation to providing, performing,
carrying out and completion of the Services and the remedying of any defects therein,
and
(b) The Managed Service Provider (MSP) shall, at all times during the period of Contract
for providing the Services shall comply fully with all labour laws, Acts, rules &
regulations. The manpower so deployed by the MSP shall remain under the control
and supervision of the MSP and the MSP shall be liable for payment of their wages,
EPF, ESI, Bonus etc., as applicable, and all other dues payable under various labour
regulations and other statutory provisions. The MSP shall be solely liable for any
violation of provisions of the said Acts or other laws applicable to such service.
And the MSP shall keep the Client indemnified against all penalties and liability of
every kind for breach of any such provision.
1.3.10. Other obligations
1. The main objective of the Services is to provide, carry out and/or perform the Services
as per the terms of RFP Document and the Contract.
2. The Managed Service Provider (MSP) shall provide, carry out and perform the Services
in accordance with the Scope of Work. The Managed Service Provider shall be liable to
pay penalty for any non-performance/poor performance of the Services.
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3. The Managed Service Provider (MSP) shall study carefully the technical/other
information’s provided by the Client and shall visit the site as and when required. In the
event that the MSP becomes aware of any errors or doubts about the information and
data provided, the MSP Partner shall notify in time in writing.
4. The Managed Service Provider (MSP) shall rely upon and be responsible for the
accuracy and completeness of the Services, information and reports provided by any of
their personnel or employees at their own risk and responsibility. The prime responsibility
rests with the Managed Service Provider (MSP) for any of the tasks and activities that
are performed by their personnel or employees. The Managed Service Provider (MSP)
shall have the responsibility to inform in writing to the Client of information that has
obvious defects in data, information and reports provided.
5. The Managed Service Provider (MSP) shall comply with all the provisions of law, rules,
regulations and compliances applicable for the performance of the services.
6. The MSP at all Stages shall coordinate with the other parties associated or appointed by
the Client for this Services.
7. The MSP shall designate at their cost a representative authorized to render decisions on
behalf of the MSP and to exercise the duties and obligations of the MSP and to deal with
matters in relation to the Services.
8. The Managed Service Provider shall be liable to Client for the Performance of Services
in accordance with the provision of this Contract and for the losses suffered by Client, as
a result of any failure or default of the MSP, its Agents or servants in Performance of
Services.
1.3.11. Compliance with Contract Labour Act
The selected bidder/ Managed Service Provider has to adhere to the following but not
limited to labour laws and acts, along with minimum wages act.
 The Contract Labour (Regulation and Abolition) Act, 1970
 The payment of Wages Act, 1936
 The Industrial Disputes Act, 1947
 The employee’s provident funds and miscellaneous provisions Act, 1952
 The employees State Insurance act, 1948
 The payment of Bonus Act, 1965
 The payment of Gratuity Act, 1972
 The Equal Remuneration Act, 1976
 The Inter-State Migrant Workmen (Regulation of Employment and Conditions
of Service Act, 1979
The selected bidder/ Managed Service Provider shall comply with all provisions of the
contract labour (Employment & Regulation) Act and rules from time to time.
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STATUTORY LABOUR LAWS COMPLIANCE REQUIREMENT

Sr Labour laws Rates Proof of documents to be
No applicable maintained by the bidder.
1. The Contract Labour  Regional office to be registered
(Abolition & with local labour office and
Regulation) Act, 1970 registration certificate to be
obtained.
 Copy of valid labour license issued
by local labour office to the bidder
based on work order.
2. The Employees EPF- As applicable at the  Monthly electronic challan cum
Provident Funds and time of payment. Receipt (ECR) of EPFO having
Miscellaneous details contributions for applicable
Provision Act, 1952 EDLI- As applicable at the resources deployed.
time of payment
Admin Charges-As
applicable at the time of
payment
3. The Employee State ESI- As applicable at the  Monthly Contribution History sheet
Insurance Act, 1948 time of payment (CHS) of ESIC having detail of
contributions for the applicable
resources deployed.
4. The payment of Bonus: As applicable at the  Wage slip and copy of Bank
Bonus Act, 1965 time of payment Passbook/statement of the
applicable resources deployed
indicating credit of bonus.
5. The Payment of As applicable at the time of  Declaration by bidder on its printed
Gratuity act. 1972 payment. letter head stating adherence to the
Act & its rules.
6. The Equal  Declaration by bidder on its printed
Remuneration Act, letter head stating adherence to the
1976 Act & its rules.
7. The inter- state  Declaration by bidder on its printed
migrant workmen letter head stating adherence to the
(Regulation of Act & its rules.
Employment and
Conditions of service)
Act, 1979
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1.4. Governing Law and Jurisdiction

This Agreement shall be construed and interpreted in accordance with and governed by the
laws of India, and the courts of Raipur/Bilaspur in the State of Chhattisgarh shall have
exclusive jurisdiction over matters arising out of or relating to this Agreement.
1.5. Governing Language

The contract shall be written in English. All correspondence and other documents pertaining
to the contract, which are exchanged by the parties, shall be written in same languages.
However, the notice from the client can be drafted in either English or Hindi.
1.6. Table of Contents and Heading
The table of contents, headings or sub-headings in this Agreement are for convenience of
reference only and shall not be used in, and shall not affect, the construction or
interpretation of this Agreement.
1.7. Notices
Any notice given by one party to the other pursuant to the contract shall be sent to the other
Party in connection with the matters contemplated by this Agreement shall be in writing and
shall:
a. in the case of the Managed Service Provider, be given by e-mail and by letter delivered by
hand/registered post to the address given and marked for attention of the MSP’s
Representative set out below in Clause 1.10 or to such other person as the MSP may from
time to time designate by notice to the Authority; provided that notices or other
communications to be given to an address outside the city specified in Sub-clause
(b) below may, if they are subsequently confirmed by sending a copy thereof by registered
acknowledgement due, air mail or by courier, be sent by e-mail to the number as the MSP
may from time to time specify by notice to the Authority;
b. in the case of the Authority, be given by e-mail and by letter delivered by hand and be
addressed to the Authority with a copy delivered to the Authority Representative set out
below in Clause 1.10 or to such other person as the Authority may from time to time
designate by notice to the MSP; provided that if the MSP does not have an office in the
same city as the Authority’s office, it may send such notice by email and by registered
acknowledgement due, air mail or by courier or by post; and
c. any notice or communication by a Party to the other Party, given in accordance herewith,
shall be deemed to have been delivered when in the normal course of post it ought to have
been delivered and in all other cases, it shall be deemed to have been delivered on the
actual date and time of delivery; provided that in the case of e-mail, it shall be deemed to
have been delivered on the working days following the date of its delivery.
1.8. Location
The Services shall be performed in accordance with the provisions of RFP and at such
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locations as are incidental thereto, including the offices of the MSP.
1.9. No interest for EMD and Performance Bank Guarantee
No interest shall be paid on the Earnest Money Deposit and Performance Bank Guarantee .
1.10. Authorised Representative

1.10.1. Any action required or permitted to be taken, and any document required or
permitted to be executed, under this Agreement by the Authority or the MSP, as the
case may be, may be taken or executed by the officials specified in this Clause
1.10.2 & 1.10.3 of 1.10.
1.10.2. The Authority may, from time to time, designate one of its officials as the
Authority Representative. Unless otherwise notified, the Authority Representative
shall be:
Chief Executive Officer,
4th Floor, D Block,
Chhattisgarh
Phone No. 0771-222405
Email ID: sudacg.mmy@gmail.com
1.10.3. The MSP may designate one of its employees as MSP’s Representative. Unless
otherwise notified, the MSP’s Representative shall be:
Phone No. : Email ID:
1.11. Taxes and Duties

Unless otherwise specified in the Agreement, the MSP shall pay all such taxes, duties,
fees and other impositions as may be levied under the Applicable Laws and the Authority
shall perform such duties in regard to the deduction of such taxes as may be lawfully
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imposed on it. However, GST shall be paid extra (if applicable).
2. Commencement, Completion and Termination of Contract
2.1. Effectiveness of Agreement

This Agreement shall come into force and effect on the date of this Agreement (the
“Effective Date”).
2.2. Commencement of Services
The MSP shall commence the Services immediately after signing of the contract, or
such other date as may be mutually agreed.
2.3. Termination of Agreement for failure to Commence Services
If the MSP does not commence the Services immediately after signing of the contract
as specified in Clause 2.2 above, the Authority may, by not less than 2 (two) weeks’
notice to the MSP, declare this Agreement to be null and void, and in the event of such
a declaration, the Performance Security/Performance Bank Guarantee of the MSP shall
stand forfeited.
2.4. Expiry of Agreement
Unless terminated earlier pursuant to Clauses 2.3 or 2.9 hereof, this Agreement shall,
unless extended by the Parties by mutual consent, expire upon the earlier of (i) expiry
of a period of 90 (ninety) days after the delivery of the final deliverable to the Authority;
and (ii) the expiry of [contract duration] from the Effective Date. Upon Termination, the
Authority shall make payments of all amounts due to the MSP hereunder.
2.5. Entire Agreement
This Agreement and the Annexes together constitute a complete and exclusive
statement of the terms of the agreement between the Parties on the subject hereof, and
no amendment or modification hereto shall be valid and effective unless such
modification or amendment is agreed to in writing by the Parties and duly executed by
persons especially empowered in this behalf by the respective Parties. All prior written or
oral understandings, offers or other communications of every kind pertaining to this
Agreement are abrogated and withdrawn; provided, however, that the obligations of the
MSP arising out of the provisions of the RFP shall continue to subsist and shall be
deemed to form part of this Agreement.
2.5.1. Without prejudice to the generality of the provisions of Clause 2.5.1, on matters
not covered by this Agreement, the provisions of RFP shall apply.
2.6. Modification of Agreement

Modification of the terms and conditions of this Agreement, including any modification of the
scope of the Services, may only be made by written agreement between the Parties. Each
Party shall give due consideration to any proposals for modification made by the other Party.
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2.7. Force Majeure
2.7.1. Definition
a. For the purposes of this Agreement, “Force Majeure” means an event which is
beyond the reasonable control of a Party, and which makes a Party’s performance of
its obligations hereunder impossible or so impractical as reasonably to be considered
impossible in the circumstances, and includes, but is not limited to, war, riots, civil
disorder, earthquake, fire, explosion, storm, flood or other adverse weather
conditions, strikes, lockouts or other industrial action (except where such strikes,
lockouts or other industrial action are within the power of the Party invoking Force
Majeure to prevent), confiscation or any other action by government agencies.
b. Force Majeure shall not include insufficiency of funds or failure to make any payment
required hereunder.
2.7.2. No breach of Agreement
The failure of a Party to fulfil any of its obligations hereunder shall not be considered
to be a breach of, or default under, this Agreement insofar as such inability arises
from an event of Force Majeure, provided that the Party affected by such an event
has taken all reasonable precautions, due care and reasonable alternative
measures, all with the objective of carrying out the terms and conditions of this
Agreement.
2.7.3. Measures to be taken
a. A Party affected by an event of Force Majeure shall take all reasonable measures to
remove such Party’s inability to fulfil its obligations hereunder with a minimum of
delay.
b. A Party affected by an event of Force Majeure shall notify the other Party of such
event as soon as possible, and in any event not later than 14 (fourteen) days
following the occurrence of such event, providing evidence of the nature and cause
of such event, and shall similarly give notice of the restoration of normal conditions
as soon as possible.
c. The Parties shall take all reasonable measures to minimise the consequences of any
event of Force Majeure.
2.7.4. Extension of Time

Any period within which a Party shall, pursuant to this Agreement, complete any
action or task, shall be extended for a period equal to the time during which such
Party was unable to perform such action as a result of Force Majeure.
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2.7.5. Payments
During the period of its inability to perform the Services as a result of an event of
Force Majeure, the Managed Service Provider (MSP) shall be entitled to be
reimbursed for Additional Costs reasonably and necessarily incurred by it during such
period for the purposes of the Services and in reactivating the Services after the end
of such period.
2.7.6. Consultation
Not later than 30 (thirty) days after the Managed Service Provider (MSP) has, as the
result of an event of Force Majeure, become unable to perform a material portion of
the Services, the Parties shall consult with each other with a view to agreeing on
appropriate measures to be taken in the circumstances.
2.8. Suspension of Agreement
The Authority may, by written notice of suspension to the Managed Service Provider
(MSP), suspend all payments to the MSP hereunder, if the MSP shall be in breach of
this Agreement or shall fail to perform any of its obligations under this Agreement,
including the carrying out of the Services; provided that such notice of suspension (i)
shall specify the nature of the breach or failure, and (ii) shall provide an opportunity to
the MSP to remedy such breach or failure within a period not exceeding 30 (thirty) days
after receipt by the MSP of such notice of suspension.
2.9. Termination of Agreement
2.9.1. By the Authority
The Authority may, by not less than 30 (thirty) days written notice of termination to
the MSP, such notice to be given after the occurrence of any of the events specified
in this Clause 2.9.1, terminate this Agreement if:
a. the MSP fails to remedy any breach hereof or any failure in the performance of its
obligations hereunder, as specified in a notice of suspension pursuant to Clause
b. 2.8 hereinabove, within 30 (thirty) days of receipt of such notice of suspension or
within such further period as the Authority may have subsequently granted in writing;
c. the MSP becomes insolvent or bankrupt or enters into any agreement with its
creditors for relief of debt or take advantage of any law for the benefit of debtors or
goes into liquidation or receivership whether compulsory or voluntary;
d. the MSP fails to comply with any final decision reached as a result of arbitration
proceedings pursuant to Clause 9 hereof;
e. All the penalties are kept to maximum of 10% of contract value after which contract is
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liable to be terminated on the discretion of Authority

f. the MSP submits to the Authority a statement which has a material effect on the
rights, obligations or interests of the Authority and which the MSP knows to be false;
g. any document, information, data or statement submitted by the MSP in its Proposals,
based on which the MSP was considered eligible or successful, is found to be false,
incorrect or misleading;
h. as the result of Force Majeure, the MSP is unable to perform a material portion of the
Services for a period of not less than 60 (sixty) days; or
i. the Authority, in its sole discretion and for any reason whatsoever, decides to
terminate this Agreement.
j. In case the MSP does not perform the Services as per the Contract.
k. If the Client considers that the MSP is without any valid reason not discharging his
obligations, he can inform to the MSP by notice stating the grounds for the notice. If
a satisfactory reply is not received within fifteen (15) days thereof.
l. If the Client is of an opinion that the MSP has resorted to any fraudulent practise and
has impacted the implementation of the services detrimentally, then the Client can
terminate the contract by giving 15 days’ notice to the MSP to represent their stand
on the same, failing which the client shall terminate the contract and have right to
forfeit the Performance security and debar the MSP from participating in any future
services/works for 2 Calendar Years from the date of such debarment.
2.9.2. By the Managed Service Provider
The MSP may, by not less than 30 (thirty) days’ written notice to the Authority, such
notice to be given after the occurrence of any of the events specified in this Clause
2.9.2, terminate this Agreement if:
a. the Authority fails to pay any money due to the MSP pursuant to this Agreement and
not subject to dispute pursuant to Clause 9 hereof within 120 (One Hundred and
Twenty) days after receiving written notice from the Managed Service Provider
(MSP) that such payment is overdue;
b. the Authority is in material breach of its obligations pursuant to this Agreement and
has not remedied the same within 120 (One Hundred and Twenty) days (or such
longer period as the MSP may have subsequently granted in writing) following the
receipt by the Authority of the MSP’s notice specifying such breach;
c. as the result of Force Majeure, the MSP is unable to perform a material portion of the
Services for a period of not less than 120 (One Hundred and Twenty) days; or
d. the Authority fails to comply with any final decision reached as a result of arbitration
pursuant to Clause 9 hereof.
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2.9.3. Cessation of rights and obligations
Upon termination of this Agreement pursuant to Clauses 2.3 or 2.9 hereof, or upon
expiration of this Agreement pursuant to Clause 2.4 hereof, all rights and obligations of the
Parties hereunder shall cease, except (i) such rights and obligations as may have accrued
on the date of termination or expiration, or which expressly survive such Termination; (ii) the
obligation of confidentiality set forth in Clause 3.3 hereof; (iii) the MSP’s obligation to permit
inspection, copying and auditing of such of its accounts and records, as relate to the MSP’s
Services provided under this Agreement; and (iv) any right or remedy which a Party may
have under this Agreement or the Applicable Law.
2.9.4. Cessation of Services
Upon termination of this Agreement by notice of either Party to the other pursuant to Clauses
2.9.1 or 2.9.2 hereof, the MSP shall, immediately upon dispatch or receipt of such notice,
take all necessary steps to bring the Services to a close in a prompt and orderly manner and
shall make every reasonable effort to keep expenditures for this purpose to a minimum.
2.9.5. Payment upon Termination
Upon termination of this Agreement pursuant to Clauses 2.9.1 or 2.9.2 hereof, the
Authority shall make the following payments to the MSP (after offsetting against these
payments any amount that may be due from the MSP to the Authority):
a. remuneration for Services satisfactorily performed prior to the date of termination;
b. reimbursable expenditures for expenditures actually incurred prior to the date of
termination; (if applicable)
2.9.6. Disputes about event of termination
If either Party has dispute whether an event specified in Clause 2.9.1 or in Clause
2.9.2 hereof has occurred, such Party may, within 30 (thirty) days after receipt of
notice of termination from the other Party, refer the matter to arbitration pursuant to
Clause 9 hereof, and this Agreement shall not be terminated on account of such
event except in accordance with the terms of any resulting arbitral award.
2.9.7. Termination for Convenience:
The State Urban Development Agency reserves the right to terminate, by prior written
notice, the whole or part of the contract, at any time for its convenience. The notice of
termination shall specify that termination is for the State Urban Development Agency
convenience, the extent to which performance of work under the contract is
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terminated, and the date upon which such termination becomes effective.
3. Obligation of the MSP
3.1. General
3.1.1. Standards of Performance
The MSP shall perform the Services and carry out its obligations hereunder with all due
diligence, efficiency and economy, in accordance with generally accepted professional
techniques and practices, and shall observe sound management practices, and employ
appropriate advanced technology and safe and effective equipment, machinery, materials
and methods. The MSP shall always act, in respect of any matter relating to this Agreement
or to the Services, as a faithful adviser to the Authority, and shall at all times support and
safeguard the Authority's legitimate interests in any dealing Third Parties.
3.1.2. Terms of Reference (ToR)
The scope of services to be performed by the Managed Service provider (MSP) is specified
in the Terms of Reference (the “TOR”) at Section 7 of the RFP document. The MSP shall
provide the deliverables specified therein in conformity with the time schedule stated therein.
3.2. Conflict of Interest
3.2.1. The Managed Service Provider shall not have a Conflict of Interest and any
breach hereof shall constitute a breach of the Agreement.
3.2.2. The Managed Service Provider and Affiliates not to be otherwise interested in the
Project. The Managed Service Provider agrees that, during the term of this
Agreement and after its termination, the Managed Service Provider or any
Associate thereof and any entity affiliated with the Managed Service Provider,
shall be disqualified from providing goods, works, services, loans or equity for
any project resulting from or closely related to the Services and any breach of
this obligation shall amount to a Conflict of Interest; provided that the restriction
herein shall not apply after a period of Two years from the completion of this
assignment or to consulting assignments granted by banks/lenders at any time;
provided further that this restriction shall not apply to consultancy/ advisory
services provided to the Authority in continuation of this Consultancy or to any
subsequent consultancy/ advisory services provided to the Authority in
accordance with the rules of the Authority. For the avoidance of doubt, an entity
affiliated with the Managed Service Provider shall include a partner in the
Managed Service Provider’s firm or a person who holds more than 5% (five per
cent) of the subscribed and paid up share capital of the Managed Service
Provider, as the case may be, and any Associate thereof.
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3.2.3. Prohibition of Conflicting Activities

Managed Service Provider shall not engage, either directly or indirectly, in any of
the following activities:
a. during the term of this Agreement, any business or professional activities which
would conflict with the activities assigned to them under this Agreement;
b. after the termination of this Agreement, such other activities as may be specified
in the Agreement; or
c. at any time, such other activities as have been specified in the RFP as Conflict of
Interest.
3.2.4. Managed Service Provider not to benefit from commissions, discount, etc. The
remuneration of the Managed Service Provider shall constitute the Managed
Service Provider’s sole remuneration in connection with this Agreement or the
Services and the Managed Service Provider shall not accept for its own benefit
any trade commission, discount or similar payment in connection with activities
pursuant to this Agreement or to the Services or in the discharge of its
obligations hereunder, and the Managed Service Provider well as the Personnel
and agents of either of them, similarly shall not receive any such additional
remuneration.
3.2.5. The Managed Service Provider and its Personnel shall observe the highest
standards of ethics and shall not have engaged in and shall not hereafter engage
in any corrupt practice, fraudulent practice, coercive practice, undesirable practice
or restrictive practice (collectively the “Prohibited Practices”). Notwithstanding
anything to the contrary contained in this Agreement, the Authority shall be entitled
to terminate this Agreement forthwith by a communication in writing to the
Managed Service Provider, without being liable in any manner whatsoever to the
Managed Service Provider, if it determines that the Managed Service Provider has,
directly or indirectly or through an agent, engaged in any Prohibited Practices in the
Selection Process or before or after entering into of this Agreement. In such an
event, the Authority shall forfeit and appropriate the performance security, if any, as
mutually agreed genuine pre-estimated compensation and damages payable to the
Authority towards, inter alia, the time, cost and effort of the Authority, without
prejudice to the Authority’s any other rights or remedy hereunder or in law.
3.2.6. Without prejudice to the rights of the Authority under Clause 3.2.5 above and the
other rights and remedies which the Authority may have under this Agreement, if
the Managed Service Provider is found by the Authority to have directly or indirectly
or through an agent, engaged or indulged in any Prohibited Practices, during the
Selection Process or before or after the execution of this Agreement, the Managed
Service Provider shall not be eligible to participate in any tender or RFP issued
during a period of 2 (two) years from the date the Managed Service Provider is
found by the Authority to have directly or indirectly or through an agent, engaged or
indulged in any Prohibited Practices.
3.2.7. For the purposes of Clauses 3.2.5 and 3.2.6, the following terms shall have the
meaning hereinafter respectively assigned to them:
a. “corrupt practice” means (i) the offering, giving, receiving or soliciting, directly or
indirectly, of anything of value to influence the actions of any person connected with
the Selection Process (for removal of doubt, offering of employment or employing or
engaging in any manner whatsoever, directly or indirectly, any official of the Authority
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who is or has been associated in any manner, directly or indirectly with Selection
Process or LOA or dealing with matters concerning the Agreement before or after the
execution thereof, at any time prior to the expiry of one year from the date such
official resigns or retires from or otherwise ceases to be in the service of the
Authority, shall be deemed to constitute influencing the actions of a person
connected with the Selection Process); or (ii) engaging in any manner whatsoever,
whether during the Selection Process or after the issue of LOA or after the execution
of the Agreement, as the case may be, any person in respect of any matter relating
to the Project or the LOA or the Agreement, who at any time has been or is a legal,
financial or technical adviser the Authority in relation to any matter concerning the
Project;
b. “Fraudulent practice” means and include any act or omission committed by the
bidder or with his connivance or by his agent by misrepresenting/ submitting false
documents and/or false information or concealment of facts or to deceive in order of
influence a selection process or during execution of agreement/ bid.;
c. “Coercive practice” means impairing or harming, or threatening to impair or harm,
directly or indirectly, any person or property to influence any person’s participation or
action in the Selection Process or the exercise of its rights or performance of its
obligations by the Authority under this Agreement;
d. “Undesirable practice” means (i) establishing contact with any person connected
with or employed or engaged by the Authority with the objective of canvassing,
lobbying or in any manner influencing or attempting to influence the Selection
Process; or (ii) having a Conflict of Interest; and
e. “Restrictive practice” means forming a cartel or arriving at any understanding or
arrangement among Bidders with the objective of restricting or manipulating a full
and fair competition in the Selection Process.
f. “collusive practice” means is an arrangement between two or more parties
designed to achieve an improper purpose, including to influence improperly the
actions of another party.
3.3. Confidentiality
The Managed Service Provider/s, and their Personnel shall not, either during the term or
within 2 (two) years after the expiration or termination of this Agreement disclose any
proprietary information, including information relating to reports, data, drawings, design
software or other material, whether written or oral, in electronic or magnetic format, and the
contents thereof; and any reports, digests or summaries created or derived from any of the
foregoing that is provided by the Authority to the Managed Service Provider, and the
Personnel; any information provided by or relating to the Authority, its technology, technical
processes, business affairs or finances or any information relating to the Authority’s
employees, officers or other professionals or suppliers, customers, or contractors of the
Authority; and any other information which the Managed Service Provider is under an
obligation to keep confidential in relation to the Project, the Services or this Agreement
("Confidential Information"), without the prior written consent of the Authority.
Notwithstanding the aforesaid, the Managed Service Provider, and its Personnel may
disclose Confidential Information to the extent that such Confidential Information:
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a. was in the public domain prior to its delivery to the Managed Service Provider, and
its Personnel or becomes a part of the public knowledge from a source other than
the Technology Partner, and its Personnel;
b. was obtained from a third party with no known duty to maintain its confidentiality;
c. is required to be disclosed by Applicable Laws or judicial or administrative or arbitral
process or by any governmental instrumentalities, provided that for any such
disclosure, the Managed Service Provider, and its Personnel shall give the Authority,
prompt written notice, and use reasonable efforts to ensure that such disclosure is
accorded confidential treatment; and
d. is provided to the professional advisers, agents, auditors or representatives of the
Managed Service Provider, as is reasonable under the circumstances; provided,
however, that the Managed Service Provider or Personnel, as the case may be, shall
require their professional advisers, agents, auditors or its representatives, to
undertake in writing to keep such Confidential Information, confidential and shall use
its best efforts to ensure compliance with such undertaking.
3.4. Liability of Managed Service Provider
3.4.1. The Managed Service Provider’s (MSP) liability under this Agreement shall be
determined by the Applicable Laws and the provisions hereof.
3.4.2. The Parties hereto agree that in case of negligence or wilful misconduct on the part
of the MSP or on the part of any person or firm acting on behalf of the MSP in
carrying out the Services, the MSP, with respect to damage caused to the
Authority’s property, shall be liable to the Authority:
3.4.3. MSP’s liability towards Client under or in connection with the Assignment under the
contract whether for breach of obligations, tort, negligence or otherwise howsoever
arising, shall not exceed total amount of the Contract price
3.5. Reporting Obligations
The MSP shall submit to the Authority the reports and documents specified in the RFP
document, in the form, in the numbers and within the time periods set forth therein.
3.6. Documents prepared by the MSP to be property of the Authority
3.6.1. All plans, drawings, specifications, designs, reports, submittals and other
documents (collectively referred to as “Project Documents”) prepared by the MSP
in performing the Services shall become and remain the property of the Authority,
and all intellectual property rights in such Project Documents shall vest with the
Authority. Any Project Document, of which the ownership or the intellectual
property rights do not vest with the Authority under law, shall automatically stand
assigned to the Authority as and when such Project Document is created and the
MSP agrees to execute all papers and to perform such other acts as the Authority
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may deem necessary to secure its rights herein assigned by the MSP.
3.6.2. The MSP shall hold the Authority harmless and indemnified for any losses, claims,
damages, expenses (including all legal expenses), awards, penalties or injuries
(collectively referred to as ‘Claims’) which may arise from or due to any
unauthorised use of such Project Documents, or due to any breach or failure on
part of the MSP or a Third Party to perform any of its duties or obligations in
relation to securing the aforementioned rights of the Authority.
3.7. Accuracy of Documents

The MSP shall be responsible for accuracy of the data collected by it directly or procured
from other agencies/authorities, the designs, drawings, estimates, reports, submittals and all
other details prepared by it as part of these services. if such inaccuracy is the result of any
negligence or inadequate due diligence on part of the MSP or arises out of its failure to
conform to good industry practice, the MSP shall also be responsible for promptly correcting,
at its own cost and risk, the drawings/submittals including any re- survey / investigations.
4. MANAGED SERVICE PROVIDER’S PERSONNEL

4.1. General
The Managed Service Provider shall employ and provide such qualified and experienced
Personnel as may be required to carry out the Services. SUDA has identified certain key
positions and minimum qualifications for each of the positions that should be part of project
team of the bidder (hereby referred to as “Key Manpower Requirements”).
5. OBLIGATIONS OF THE AUTHORITY
5.1. Assistance in clearances etc.

Unless otherwise specified in the Agreement, the Authority shall make best efforts to
ensure that the Government shall:
a. provide the Managed Service Provider (MSP), necessary support and such other
documents as may be necessary to enable the MSP to perform the Services;
b. issue to officials, agents and representatives of the Government all such

instructions as may be necessary or appropriate for the prompt and effective
implementation of the Services.
5.2. Access to land and property

The Authority warrants that the MSP shall have, free of charge, unimpeded access to the
site of the project in respect of which access is required for the performance of Services;
provided that if such access shall not be made available to the MSP as and when so
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required, the Parties shall agree on (i) the time extension, as may be appropriate, for the
performance of Services.
5.3. Change in Applicable Law

If, after the last date of receipt of bid, there is any change in the Applicable Laws, GST if
applicable and duties which increases or decreases the cost or reimbursable expenses
incurred by the MSP in performing the Services, by an amount exceeding 2% (two per cent)
of the Agreement Value specified in Agreement, then the remuneration and reimbursable
expenses otherwise payable to the MSP under this Agreement shall be increased or
decreased accordingly by agreement between the Parties hereto, and corresponding
adjustments shall be made to the aforesaid Agreement Value.
5.4. Payment
i. The Client shall make the payments to the MSP for the Services on submission of
Invoices in accordance with the terms and conditions and with the details as stated in
payment schedule (Milestones and Payment Criteria) under Clause 7.7 in Sections
7, and shall pay for any Additional Services at rates and prices as agreed and
approved by the client.
ii. Unless otherwise agreed in writing, the Client shall pay the MSP in respect of
Additional Services:
a. as for Additional Services for extra time spent by the MSP's personnel in the
performance of the Services,
b. The net cost, approved by the Client/Client Representative, of all extra
expense incurred by the MSP.
6. PAYMENT TO THE MANAGED SERVICE PROVIDER (MSP)
6.1. Currency of payment

All payments shall be made in Indian Rupees. The MSP shall be free to convert Rupees
into any foreign currency as per Applicable Laws.
6.2. Mode of billing and payment

Billing and payments in respect of the Services shall be made as follows:-
(a) The MSP shall be paid for its services as per the Payment Schedule of this
Agreement, subject to the MSP fulfilling the following conditions:
(i) No payment shall be due for the next stage till the MSP completes, to the
satisfaction of the Authority, the work pertaining to the preceding stage.
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(ii) The Authority shall pay to the MSP, only the undisputed amount.
(iii) Payment will be released on submission of invoice
(iv) MSP will submit invoice as per the schedule only
(b) The Authority shall cause the payment due to the MSP to be made within 60 (Sixty)
days after the receipt by the Authority of duly completed bills/invoices with necessary
particulars (the “Due Date”).
(c) The final payment under this Clause shall be made only after the final report and a
final statement, identified as such, shall have been submitted by the MSP and approved
as satisfactory by the Authority. The Services shall be deemed completed and finally
accepted by the Authority and the final deliverable shall be deemed approved by the
Authority as satisfactory upon expiry of 120 (One Hundred and Twenty) days after
receipt of the final deliverable by the Authority unless the Authority, within such 120 (One
Hundred and Twenty) days period, gives written notice to the MSP specifying in detail,
the deficiencies in the Services. The MSP shall thereupon promptly make any necessary
corrections and/or additions, and upon completion of such corrections or additions, the
foregoing process shall be repeated. The Authority shall make the final payment upon
acceptance or deemed acceptance of the final deliverable by the Authority.
Any amount which the Authority has paid or caused to be paid in excess of the amounts
actually payable in accordance with the provisions of this Agreement shall be
reimbursed by the MSP to the Authority within 30 (thirty) days after receipt by the MSP
of notice thereof. Any such claim by the Authority for reimbursement must be made
within 1 (one) year after receipt by the Authority of a final report. Any delay by the MSP
in reimbursement by the due date shall attract simple interest @ 10% (ten per cent) per
annum.
(d) All payments under this Agreement shall be made to the account of the MSP as may
be notified to the Authority by the MSP.
6.3. Correction of Certificate
The Nodal Officer/SUDA Representative may by any Interim Payment Certificate make any
correction or modification in any previous Interim Payment Certificate which has been issued by him,
and shall have the authority, if any Services are not being carried out to his satisfaction, to omit or
reduce the value of such Services in any Interim Payment Certificate.
6.4. Final Bill and Statement at Completion
Not later than 42 days after the issue of the Completion Certificate in respect of the completion of
Assignment, the Managed Service Provider shall submit to the Nodal Officer/SUDA Representative a
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Statement at Completion with supporting documents showing in detail, in the form approved by the
Nodal Officer/SUDA Representative:
a. The final value of all Assignment completed in accordance with the Contract up to the date
stated in such Completion Certificate;
b. Any further sums which the MSP considers to be due; and
c. An estimate of amounts which the Managed Service Provider considers will become due to
him under the Contract.
Estimated amounts shall be shown separately in such statement at Completion.
6.5. Discharge
Upon submission of all the deliverables/ stages to the Final Acceptance of the Client, the MSP shall
give its final invoice to the Client, a written discharge confirming that the total of the full and final
settlement of all amount due to the MSP arising out of or in respect of the Contract.
7. Liquidated Damages and Penalties
7.1. Liquidated Damages
7.1.1. For the Implementation Phase related Performance Levels, the liquidated damages are
capped at 10% of Capital Cost of Bid as defined in the SLA. During O&M phase,
liquidated damages are capped at 10% of the total amount payable for O&M phase.
If SLA penalty calculations exceed 15% of the quarterly payment for two consecutive
quarters or 25% in any quarter, then Client may take appropriate action including
termination of the contract and invoking the Performance Bank Guarantee
7.1.2. The Client may recover / deduct the Liquidated damages from the payable amount or
Performance Security as the case may be. Once the 10% amount shall be achieved, the
client shall have the right to terminate the contract at the risk and cost of the MSP.
7.1.3. Provided that in case of any delay due to force majeure event or reasons beyond the
control of the MSP, suitable extension of time may be granted for completion of the
Assignment without any financial implication on the MSP.
7.2. Penalty Clause
7.2.1. The penalties implied on the MSP on non-fulfilment of the conditions of the RFP are as
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For any penalty levied on the MSP, client would give a fair chance to the MSP to present
the facts and figures stating they followed the defined processes and are not at fault.
Failure to do so, at the satisfaction of the client may lead to levy of penalty as decided by
the Employer.
8. Fairness and Good Faith

8.1. Good Faith
8.1.1. The Parties undertake to act in good faith with respect to each other’s rights under this
Agreement and to adopt all reasonable measures to ensure the realisation of the
objectives of this Agreement.
8.2. Operation of the Agreement

8.2.1. The Parties recognise that it is impractical in this Agreement to provide for every
contingency which may arise during the life of the Agreement, and the Parties hereby
agree that it is their intention that this Agreement shall operate fairly as between them,
and without detriment to the interest of either of them, and that, if during the term of this
Agreement either Party believes that this Agreement is operating unfairly, the Parties will
use their best efforts to agree on such action as may be necessary to remove the cause
or causes of such unfairness, but failure to agree on any action pursuant to this Clause
shall not give rise to a dispute subject to arbitration in accordance with Clause 8 hereof.
9. SETTLEMENT OF DISPUTES
The parties agree that the avoidance or early resolution of disputes is crucial for a smooth
execution and the success of the assignment. The parties shall use their best efforts to
settle amicably all disputes arising out of or in connection with this contract or its
interpretation.
9.1. Amicable settlement

Any and all disputes or differences between the Parties arising out of or in connection with
this Agreement or its performance shall, so far as it is possible, be settled amicably through
consultation between the Parties.
9.2. Dispute resolution

9.2.1. Any dispute, difference or controversy of whatever nature howsoever arising under
or out of or in relation to this Agreement (including its interpretation) between the
Parties, and so notified in writing by either Party to the other Party (the “Dispute”)
shall, in the first instance, be attempted to be resolved amicably in accordance with
the conciliation procedure set forth in Clause 9.3.
9.2.2. The Parties agree to use their best efforts for resolving all Disputes arising under or
in respect of this Agreement promptly, equitably and in good faith, and further
agree to provide each other with reasonable access during normal business hours
to all non- privileged records, information and data pertaining to any Dispute.
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9.3. Conciliation
In the event of any Dispute between the Parties, either Party may call upon CEO, SUDA for
amicable settlement, and upon such reference, the said persons shall meet no later than 10
(ten) days from the date of reference to discuss and attempt to amicably resolve the
Dispute. If such meeting does not take place within the 10 (ten) days period or the Dispute is
not amicably settled within 30 (thirty) days of the meeting or the Dispute is not resolved as
evidenced by the signing of written terms of settlement within 30 (thirty) days of the notice in
writing referred to in Clause 9.2.1 or such longer period as may be mutually agreed by the
Parties, either Party may refer the Dispute to arbitration in accordance with the provisions of
Clause 9.4.
9.4. Arbitration
9.4.1. Any Dispute which is not resolved amicably by conciliation, as provided in Clause
9.3, shall be finally decided by reference to arbitration by a Single Arbitrator
appointed in accordance with Clause 9.4.2. Such arbitration shall be held in
accordance with the provisions of the Arbitration and Conciliation Act,1996 and its
amendments thereof. The place of such arbitration shall be the capital of the State
i.e Raipur, where the Authority has its headquarters and the language of arbitration
proceedings shall be English.
9.4.2. There shall be a sole arbitrator and Principal Secretary/Secretary/Special Secretary
UADD, Chhattisgarh shall act as the Sole Arbitrator.
9.4.3. The arbitrator/s shall make a reasoned award (the “Award”). Any Award made in
any arbitration held pursuant to this Clause 9 shall be final and binding on the
Parties as from the date it is made, and the Managed Service Provider and the
Authority agree and undertake to carry out such Award without delay.
9.4.4. The Managed Service Provider and the Authority agree that an Award may be
enforced against the Managed Service Provider and/or the Authority, as the case
may be, and their respective assets wherever situated.
9.4.5. This Agreement and the rights and obligations of the Parties shall remain in full
force and effect, pending the Award in any arbitration proceedings hereunder.
10. Indemnity
10.1. The MSP is expected to carry out its Assignment with due diligence and in accordance
with the prevailing standards of the profession. The MSP shall indemnify the Client against
any losses or damages arising out of MSP’s failure to perform its obligation, during the
course of providing/ performing the Services under the Contract.
10.2. The MSP shall indemnify the Client and shall hold the Client harmless from any claims by
any Third Party against the Client for adopting the MSP’s reports, certification and
recommendation and use of other intellectual property supplied by the MSP under the
Contract. The MSP shall indemnify Client under or in connection with the Assignment
under the contract whether for breach of obligations, tort, negligence or otherwise
howsoever arising, which shall not exceed total amount of the Service Fee.
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11. Copyright
Copyrights and other intellectual property rights in all materials, ideas, software, applications
and work or any kind generated by the activities of the MSP performed hereunder shall vest
in client, to the extent copyright belongs to the MSP, provided that client has paid the MSP
for its services.
12. Intellectual Property
In order to perform the Services, the MSP must obtain at its sole account, the necessary
licenses, permissions and authorizations from the titleholder of the corresponding patents,
models, trademarks, names or other protected rights and shall keep the Client harmless
and indemnify the Client from and against claims, proceedings, damages, costs and
expenses (including but not limited to legal costs) for and/or on account of infringements of
said patents, models, trademarks names or other protected rights.
(a) All inventions, discoveries, improvements, copyrightable material, concepts, the final
products, all documents, report, applications, software, information, data etc. collected and
prepared by MSP in connection with the scope of Services submitted to the Client shall be
deemed to be the sole property of the Client.
(b) The MSP shall not be entitled either directly or indirectly to make use of the documents,
reports given by the Client for carrying out of any Services with any third parties.
(c) The MSP shall not without the prior written consent of the Client be entitled to publish
studies or descriptive article with or without illustrations or data in respect of or in
connection with the performance of services.
(d) The MSP shall hand over all the working papers, workable and editable models with all
linkages as developed for the Assignment and outputs of the Assignment generated for
executing the Assignment on successful completion of the Assignment in editable soft and hard
copies to the client.
(e) Such documents, working papers, analysis, workable and editable Models as developed for
the assignment and all related workings and outputs are the Sole Property of the Client and the
MSP shall treat all this information Confidential and shall not share the same with anybody else
except on specific written instructions of the Client.
(f) The certification and other documentation provided to the Client by the MSP are solely for the
purpose of the Assignment under the Contract, and intellectual property therein to the extent
and for the purpose of the Assignment remain vested with the Client and the MSP shall not use
the same or any part thereof for any other client.
(g) Products and fixes
• All licenses bought under this agreement shall be brought on behalf of and in the
name of SUDA or mentioning SUDA as the end user of such licenses. SUDA
shall not be responsible for payment of any of the licenses cost.
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• “Product” means any computer code, web-based services, or materials

comprising commercially released, pre-release or beta products (whether
licensed for a fee or no charge) and any derivatives of the foregoing which are
made available to SUDA for license which is published by product owner or its
affiliates, or a third party.
• “Fixes” means product fixes that are either released generally (such as
commercial product service packs) or that are provided to you when performing
services (such as workarounds, patches, bug fixes, beta fixes and beta builds)
and any derivatives of the foregoing.
• All intellectual property rights in any development/enhancement/customization
etc. done on the COTS products pursuant to this Agreement shall be owned by
SUDA. Source code/Product available under open source policy as per DIT
guidelines is exempt from the above clause provided that the enhancements
done under the project are made available in the open source.
(h) Bespoke development
• Upon acceptance of any bespoke development as per this Agreement or RFP,
the ownership of all Intellectual Property Rights (IPRs) rights in any and all
bespoke development done specifically for Chhattisgarh during the Term for
implementation of the Project under this Agreement will lie with SUDA.
• The MSP shall provide source code, object code and all other relevant materials,
artefacts etc. of all bespoke development to SUDA and SUDA shall own all IPRs
in them.
• All material related to such bespoke development shall be treated as confidential
information by the bidder. This will also include any developments on COTS.
(i) Pre-existing work
• For the purpose of this Agreement, ‘pre-existing work’ shall mean such pre-
existing work of bidder and that of its subcontractors, agents, representatives
• that were identified by the bidder in its Proposal
• for which bidder had provided sufficient documentary proof to establish that such
work belongs solely to bidder (or its subcontractors, agents, representatives)
• Which were accepted by SUDA (based on the documentary proof) as pre-
existing work of bidder.
• To the extent bidder uses any of pre-existing work of the bidder (or its
subcontractors, agents, representatives) in provision of services/ Deliverables
under this Agreement, the bidder shall provide to SUDA (to the satisfaction of
SUDA) all documentation including, without limitation, source code, object code,
SRS, FRS, operational documents etc. of such pre-existing work of the bidder.
(j) Training and Other material
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• The ownership of all IPRs in any and all documents, artefacts, etc. (including all
training material) made during the Term for implementation of the Project under
this Agreement will lie with SUDA.
• The MSP’s obligations under this Clause will survive even after expiration /
termination of this Contract.
13. Patent Rights
The MSP shall save and hold harmless and indemnify the Client from and against all claims
and proceedings for or on account of infringement of any patent right, design trademark or
name or other protected rights in respect of any written materials or resources used for or
in connection with or for incorporation in the Assignment from and against all damages,
costs, charges and expenses whatsoever in respect thereof or in relation thereto, except
where such infringement results from compliance with the design or Specification provided
by the Engineer.
14. Variations
14.1. The Agreement can be varied/ amended on application by either party by a written
agreement executed by and between the parties.
14.1.1. Change Requests/ Management
1) An institutional mechanism will be set up for taking decisions regarding requests
for changes. The SUDA will set up a Change Control Committee with members
from the MSP, PMU and client. If it is unable to reach at an agreement, the
decision of the CEO, SUDA will be final.
2) SUDA may at any time, by a written order given to the MSP, make changes
within the general scope of the Agreement in any one or more of the following: -
• Requirements of service to be provided under the Agreement are to be
specifically developed and rendered for SUDA.
• The method of deployment
• The place of services to be provided by the MSP.
3) The change request/ management procedure will follow the following steps: -
• Identification and documentation of the need for the change - The
information related to initiator, initiation date and details of change required
and priority of the change will be documented by SUDA.
• Analysis and evaluation of the Change Request - Impact of the change in
terms of the estimated effort, changed schedule & cost impact will be
analysed and documented by the MSP.
• Implementation of the change – The change will be implemented in
accordance to the agreed cost, effort, and schedule by the MSP.
• Verification of the change - The change will be verified by SUDA on
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implementation of the change request.

4) All changes outside the scope of services agreed to herein which may have likely
financial implications in terms of the overall cost/ time of the project shall be
undertaken by MSP only after securing the express consent of SUDA. In the
event that the consent of SUDA is not received then the change will not be
carried out.
5) While approving any change request, if required, SUDA may ask the MSP to
deploy the required resources on-site.
6) If any such change outside the scope of services agreed to herein causes an
increase or decrease in cost of, or the time required for, the MSP’s performance
of any provisions under the Agreement, equitable adjustments shall be made in
the Agreement Price or Delivery Schedule, or both, and the Agreement shall
accordingly be amended.
14.2. No Price Variation: No Price variation is allowed to the MSP during Contract Period
except if allowed in Section 6.
14.3. Further Proposals

If requested by the Client in writing, the MSP shall submit proposals for altering the
Services. The preparation and submission of such proposals shall be an Additional
Services.
14.4. Changed Circumstances
If circumstances arise for which the MSP is not responsible and which make it irresponsible
for him to perform in whole or in part the Services in accordance with the Agreement, MSP
shall promptly dispatch a notice to the Client.
In these circumstances if certain Services have to be suspended, the time for their
completion shall be extended until the circumstances no longer apply plus a reasonable
period not exceeding 42 days for resumption of them.
If the speed of performing certain Services has to be reduced, the time for their completion
shall be extended as may be made necessary by the circumstances.
14.5. Extra Services/ Work

Upon the occurrence of circumstances described in Clause 2.7 or abandonment or
suspension or resumption of Services or upon termination of the Agreement, any
necessary Services or expense by the MSP extra to the Normal and Additional Services
shall be regarded as Exceptional Services.
The performance of Exceptional Services shall entitle the MSP to extra time necessary for
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their performance and to payment for performing them.
15. Infrastructure and Safety

The MSP shall establish an office in Nava Raipur/Raipur, Chhattisgarh, by making available
essential office equipment including computers, telephone, documents, Internet connectivity,
power backups, data backups, servers, and other essential resources. Such office shall be
used by the MSP as its common platform for rendering services in respect of all the projects
which may eventually become a subject matter of the services provided by the MSP to the
Client.
Necessary arrangements shall also be made by the MSP to ensure safety and security of
the established office and staff. MSP shall ensure availability of fire safety equipment’s, fire
exit etc. at the proposed office setup. Certification with respect to the various safety
measures must be ensured by the MSP and shall be renewed timely. Breach of the same
may invite serious penalty and actions over the MSP.
16. Insolvency and Breach of Contract
The Client may at any time terminate the Contract by giving written notice to the MSP, if they
become bankrupt or otherwise insolvent. In this event, termination will be without
compensation to the MSP, provided that such termination will not prejudice or affect any
right of action or remedy that has accrued or will accrue thereafter to the Client.
17. Exit Management
17.1. Preamble
17.1.1. The word ‘parties’ include the procuring entity/client and the selected
bidder/MSP.
17.1.2. This sets out the provisions, which will apply on expiry or termination of the
Master Service Agreement, the Project Implementation, Operation and
Management SLA.
17.1.3. In the case of termination of the Project Implementation and/or Operation and
Management, the Parties shall agree at that time whether, and if so during
what period, the provisions of this Schedule shall apply.
17.1.4. The Parties shall ensure that their respective associated entities carry out
their respective obligations set out in this Exit Management Schedule.
17.1.5. During exit process and final acceptance by State Urban Development
Agency, Chhattisgarh all OEM warranties will be transferred to the State
Urban Development Agency at no additional charge. All warranty
documentation (whether expired or not) will be delivered to State Urban
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Development Agency based on which final acceptance and project closure

certificate will be issued to bidder.
17.2. Transfer of Assets
17.2.1. The MSP may continue work on the assets (tangible/intangible) for the
duration of the exit management period which may be as decided by client
from the date of expiry or termination of the agreement, if required by SUDA
to do so. During this period, the MSP will transfer all the assets in good
working condition and as per the specifications of the bidding document. The
security deposit/ performance security submitted by the MSP will only be
returned after the successful transfer of the entire project including its
infrastructure.
17.2.2. The MSP, if not already done, will transfer all the Software Licenses under the
name of the SUDA as desired by the client during the exit management
period.
17.2.3. SUDA during the project implementation phase and the operation and
management phase shall be entitled to serve notice in writing to the MSP at
any time during the exit management period requiring the MSP to provide
SUDA or its nominated agencies with a complete and up-to-date list of the
assets within 30 days of such notice.
17.2.4. Upon service of a notice, as mentioned above, the following provisions shall
apply:
1) In the event, if the assets which to be transferred to SUDA mortgaged to any

financial institutions by the MSP, the MSP shall ensure that all such liens and
liabilities have been cleared beyond any doubt, prior to such transfer. All
documents regarding the discharge of such lien and liabilities shall be furnished
to SUDA or its nominated agencies.
2) All title of the assets to be transferred to SUDA or its nominated agencies
pursuant to clause(s) above shall be transferred on the last day of the exit
management period. All expenses occurred during transfer of assets shall be
borne by the MSP.
3) That on the expiry of this clause, the MSP and any individual assigned for the
performance of the services under this clause shall handover or cause to be
handed over all confidential information and all other related material in its
possession, including the entire established infrastructure supplied by MSP to
SUDA.
4) That the products and technology delivered to SUDA during the contract term or
on expiry of the contract duration should not be sold or re-used or copied or
transferred by MSP to other locations apart from the locations mentioned in this
bidding document without prior written notice and approval of SUDA. Supplied
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hardware, software & documents etc., used by MSP for SUDA, shall be the legal
properties of SUDA.
17.3. Cooperation and Provision of Information during the exit management period
17.3.1. The MSP will allow SUDA or its nominated agencies to access to the
information reasonably required to define the current mode of operation
associated with the provision of the services to enable SUDA or its nominated
agencies to assess the existing services being delivered.
17.3.2. The MSP shall provide access to copies of all information held or controlled
by them which they have prepared or maintained in accordance with the
Project Implementation, the Operation and Management SLA and SOWs
relating to any material aspect of the services provided by the MSP. SUDA or
its nominated agencies shall be entitled to copy all such information
comprising of details pertaining to the services rendered and other
performance data. The MSP shall permit SUDA or its nominated agencies
and/ or any replacement operator to have reasonable access to its employees
and facilities as reasonably required by SUDA or its nominated agencies to
understand the methods of delivery of the services employed by the MSP and
to assist appropriate knowledge transfer.
17.4. Confidential Information, Security and Data
17.4.1. The MSP will promptly on the commencement of the exit management period
supply to SUDA or its nominated agencies the following:
1) Documentation relating to Intellectual Property Rights;
2) Project related data and confidential information;
3) All current and updated data as is reasonably required for purposes of SUDA or
its nominated agencies transitioning the services to its replacement MSP in a
readily available format nominated by SUDA or its nominated agencies; and
4) All other information (including but not limited to documents, records and
agreements) relating to the services reasonably necessary to enable SUDA or its
nominated agencies, or its replacement operator to carry out due diligence in
order to transition the provision of the services to SUDA or its nominated
agencies, or its replacement operator (as the case may be).
5) Before the expiry of the exit management period, the MSP shall deliver to SUDA
or its nominated agencies up-dated materials from the categories set out above
and shall not retain any copies thereof, except that the MSP shall be permitted to
retain one copy of such materials for archival purposes only.
17.5. Transfer of certain agreements
17.5.1. On request by Client or its nominated agencies, the MSP shall effect such
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assignments, transfers, innovations, licenses and sub-licenses as Client or its

nominated agencies may require in favour of client or its nominated agencies,
or its replacement operator in relation to any equipment lease, maintenance
or service provision agreement between MSP and third party leasers,
operators, or operator, and which are related to the services and reasonably
necessary for carrying out of the replacement services by SUDA or its
nominated agencies, or its replacement operator.
17.5.2. Right of Access to Premises: At any time during the exit management period
and for such period of time following termination or expiry of the SLA, where
assets are located at the MSP’s premises, the MSP will be obliged to give
reasonable rights of access to the Client or its nominated agency.
17.6. General Obligations of the MSP
17.6.1. The MSP shall provide all such information as may reasonably be necessary
to effect as seamless during handover as practicable in the circumstances to
SUDA or its nominated agencies or its replacement operator and which the
operator has in its possession or control at any time during the exit
management period.
17.6.2. The MSP shall commit adequate resources to comply with its obligations
under this Exit Management Clause.
17.7. Exit Management Plan
17.7.1. The MSP shall provide SUDA or its nominated agencies 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 SLA as a whole
and in relation to the Project Implementation, the Operation and Management
SLA and SOWs.
17.7.2. A detailed program of the transfer process that could be used in conjunction
with a replacement operator including details of the means to be used to
ensure continuing provision of the services throughout the transfer process or
until the cessation of the services and of the management structure to be
used during the transfer; and
17.7.3. Plans for the communication with such of the MSP's, staff, suppliers,
customers and any related third party as are necessary to avoid any material
detrimental impact on SUDA operations as a result of undertaking the
transfer; and
17.7.4. If applicable, proposed arrangements and Plans for provision of contingent
support in terms of business continuance and hand holding during the
transition period, to SUDA or its nominated agencies, and Replacement
Operator for a reasonable period, so that the services provided continue and
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do not come to a halt.

17.7.5. The MSP shall submit the Exit Management Plan after signing of contract
within 6 months of time.
17.7.6. Exit Management Plan shall be presented by the MSP to and approved by
SUDA or its nominated agencies.
17.7.7. In the event of termination or expiry of SLA, Project Implementation,
Operation and Management SLA or SOWs each party shall comply with the
Exit Management Plan.
17.7.8. During the exit management period, the MSP shall use its best efforts to
deliver the services.
17.7.9. Payments during the Exit Management period shall be made in accordance
with the Terms of Payment Clause.
17.7.10. A Standard Operating Procedures (SOP) will be designed by the MSP in a
very simple language (in English) to manage system (including application, IT
systems and other relevant things), document the same and train the
designated personnel of SUDA or its nominated agencies on the same.
17.7.11. If SUDA decides to take over the operations and maintenance of the Project
on its own or identifies or selects any other agency for providing operations &
maintenance services on this Project, then MSP shall provide necessary
handholding and transition support, which shall include but not be limited to,
conducting detailed walkthrough and demonstrations for the IT Infrastructure,
handing over all relevant documentation, addressing the queries/clarifications
of the new agency with respect to the working / performance levels of the ICT
components , conducting Training sessions etc.
17.7.12. It would be the responsibility of the MSP to support new operator during the
transition period.
17.8. Right of Monitoring, Inspection and Periodic Audit
State Urban Development Agency reserves the right to inspect and monitor / assess the
progress / performance at any time during the course of the Contract, after providing due notice
to the Managed Service Provider. State Urban Development Agency may demand, and upon
such demand being made, the Managed Service Provider shall provide with any document,
data, material or any other information required to assess the progress of the project. SUDA
shall also have the right to conduct, either itself or through any other agency as it may deem fit,
an audit to monitor the performance by the Managed Service Provider of its
obligations/functions in accordance with the standards committed to or required by the SUDA
and the Managed Service Provider undertakes to cooperate with and provide to the SUDA/any
other Consultant/ Agency appointed by the SUDA, all documents and other details as may be
required by them for this purpose. Any deviations or contravention identified as a result of such
audit/assessment would need to be rectified by the Managed Service Provider, failing which the
SUDA may, without prejudice to any other rights that it may have, issue a notice of default.
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IN WITNESS WHEREOF, the Parties hereto have caused this Agreement to be signed in their
respective names as of the day and year first above written.
SIGNED, SEALED AND DELIVERED SIGNED, SEALED AND DELIVERED
For and on behalf of For and on behalf of Managed Service Provider

SUDA
(Signature) (Signature)
(Name) (Name)
(Designation) (Designation)
(Address) (Address)
In the presence of:
1. 2.
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Section 6: Special Conditions of the Contract (SCC)
The following Special Conditions of Contract (SCC) shall supplement to the General Conditions of
Contract (GCC). Whenever, there is a conflict, the provision of SSC shall prevail over those in the
General Conditions of Contract.
6.1. Subject Matter of Contract
 Contract Agreement
The successful MSP should enter into agreement with client
6.2. Contract Signing
The MSP has to enter into agreement with the Client for which he has quoted and awarded
within the stipulated time as mentioned in the bid document.
6.3. Contract period/duration
Initial Contract Period for the project shall be 3 years 5 Moths(5 month of Implementation
phase +36 months of O&M phase) from the date of execution of the contract agreement.
However, based on the performance of the Managed Service Provider and approval from the
Competent Authority of the client, the contract duration may be extended for a further period
upto 24 months.
6.4. Payment
 Contract price and payments:
Prices are fixed and no adjustment will be made to the contract price unless otherwise
indicated in the agreement. The payment will be done by the client on submission of invoices
supported by uptime certification form the authorized officer of the client department for the
uptime and performance.
The payment will be made on Milestone basis as defined in this RFP Section 7.7 of Section 7
(Terms of Reference and Scope of Work)
 Price Escalation
No Price Escalation shall be applicable for the original contract period.
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 Payment Milestones
 The Payment shall be released to the MSP based on the deliverables against each
milestone. The payments shall be released as defined in RFP section 7.7 of Section 7
(Terms of Reference and Scope of Work).
 In consideration of the obligations undertaken by the MSP under this Agreement and
subject to the provisions of this Agreement, SUDA shall pay the MSP for successful
delivery of Services/ Deliverables in pursuance of this Agreement, in accordance with
the Terms of Payment Schedule of this RFP. SUDA shall make payments only to the
MSP (Selected Lead Bidder) at the time and in the manner as set out in this
Agreement subject always to the fulfilment by the MSP and Consortium Member/s of
their obligations herein.
 SUDA shall not be responsible / obligated for making any payments or any other
related
obligations under this Agreement to the Consortium Partner/s, if any. The MSP (Lead
Bidder) shall be fully liable and responsible for meeting all such obligations and all
payments to be made to Consortium Member/s by the MSP (Lead Bidder) in any way
connected with the discharge of the MSP’s obligation under the Agreement and in any
manner whatsoever.
 Payment Authority
The client will make the payment as per payment terms and conditions on submission of
invoices with necessary certifications.
 Insurance to Men, Machine and Material
The MSP has to insure against all risks on his men, machine and material and provide the
evidence before commencing the work to the client.
 Subcontract
Subcontract is not allowed in any form. During the program, if found that MSP has given
subcontract without obtaining prior approval from the Client’s authority, the contract will be
cancelled and implementation cum performance security will be forfeited besides black listing
the MSP to participate in any future tender of SUDA.
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 Infrastructure arrangement by MSP
The MSP shall make his own arrangements for infrastructure which includes power, water,
and transportation of personnel deployed by him, security at the site in addition to the men,
machine and material.
6.5. Time for Implementation of the project/assignment
The successful MSP shall complete and implement the project as per the agreed time frame starting
from the date of award of contract. The implementation schedule will be finalized in consultation with
the MSP and shall be strictly adhered to.
In reference to the Clause 6 of Section 5, the payment shall be made to the MSP based on the
submission of requisite submittals along with supporting documents/reports as per project timelines.
6.6. RESPONSIBILITY FOR COMPLETENESS
Any work/s which may not be specifically mentioned in the term of reference but which are usual or
necessary, are to be completed /provided by the MSP without extra charge.
6.7. Liabilities
Liability towards each other
The Parties hereby understand and agree that all the Parties shall be jointly and severally liable for
any default with regard to the deliverables as per the Terms of Reference/ RFP documents.
a. Reference to Clause No.3.4–Section 5, the MSP’s liability towards Client under or in

connection with the Assignment under the contract whether for breach of obligations,
tort, negligence or otherwise howsoever arising, shall not exceed total amount of the
contract value.
b. The Managed Service Provider shall be solely responsible for any loss or damage due to
accident caused to the life and property of the MSP including its employees, workers,
representatives, agents etc. during the execution of the Assignment and in no case the
SUDA shall be liable/ responsible for the ‘same.
6.8. Travels Expenses and entitlement
No other fees/amount other than the contract price is to be considered by the client.
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Section 7: Terms of Reference and Scope of work
7.1. System Overview
The Mitaan System will comprises of following Applications and other IT components to be
developed by MSP:
 eMitaan Portal and eMobile App for Citizens to access services, service information ,seek
appointment for required service and with online payment facility.
 Develop Chatbots for Mitaan Application where Citizen can seek information, appointment,
check status of service in English and Hindi.
MSP to design the system to cater the traffic so that the compliance of SLA is ensured and
MSP can scale services as required.
 Dashboard with advance analytics with MIS for monitoring the service.
Final List of reports/KPIs will be finalized during implementation. Atleast 50 type of
reports/KPIs along with adhoc reporting tool (like pivot tools) will be required.
 Mitaan Agent Mobile Application for Mitaan Field Executive at field for capturing field visit
details, service delivered and / or reason for not delivering the service. In case of non-delivery
of the service, application has to provide an administrative validation facility by a supervisor
so that field executive will not miss-utilize the field visit.
 Mitaan Application Platform for submitting the service requests of citizens through
integration with current Online citizen delivery System like eDistrict, CSC (DigiSeva), NICs
System and Develop, implement and roll out the online citizen service system for any service
which is currently delivered manually.
 Deploy IT infrastructure of Data Centre and DR on MeitY empanelled ‘Cloud Service
Provider(CSP)’.
 Citizen Relationship Management(CRM) Application for Call Centre Executives with
Facility to capture service requests of Citizens with Appointment booking facility
 An Appointment System to be available to citizen (through eMitaan Portal and eMobile App)
and Call Centre Executives (through CRM) for booking the appointment for home visit of
Mitaan Field Executive.
 Establish Citizen Call Centre (CCC) with manpower like Call Centre Executive, Call centre
Supervisors etc for attending citizen service requests, queries and collect feedback
 Engage service representatives (Mitaan Field Executives) for visiting citizens door step and
apply in Mitaan Application Platform, and manage their operations during the contract period.
 Training and capacity building of associated manpower and government officials.
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In Mitaan following Model for Service Delivery at Citizen’s Door Step is envisaged.
Step 1: Initiation of Service Request
Citizen will have three modes of raising Service Request
Mode 1: A citizen will call on a specified number (provided by the State Government) and requests
for citizen centric service available on Mitaan.
Mode 2: Citizen create login in eMitaan Portal and eMobile App and apply for service request and
book appointment online after paying fees.
Mode 3: Citizen create login in eMitaan Portal and eMobile App and apply for service online after
paying fees.
Step 2: Handling of Citizen Service Requests
For Mode 1:
• Citizen will connect to the Call Centre through the Toll-Free Number and appraise to the Call
Centre Executive about the service which S/he wants to avail
• Call Centre Executive will first register the name of the citizen, address, mobile number,
services require and other relevant information
• Call Centre Executive will share the process of submission of application including documents
required, service charges, departmental fees and timeline.
• In case it is confirmed by the citizen that the required documents are readily available with
him/her, an appointment will be booked for visit of Mitaan Field Executive at Citizen’s address.
• In case the required documents are not readily available with the citizen, the citizen will be
informed to connect to the Call Centre again from the registered mobile number after the
documents are available to book an appointment for the visit of Mitaan Field Executive.
• The service request will be pushed to Mitaan Field Executive’s Mitaan Agent Application.
For Mode 2:
• Citizen will access www.cgmitaan.in (eMitaan Portal) or eMobile App
• Citizen will register itself by providing information like Name, address, mobile number and
other relevant information. System will authenticate the citizen by OTP to complete the
registration
• Citizen will book the appointment slot as per his/her convenience.
• The Citizen service request will be pushed to Mitaan Field Executive’s Mitaan Agent
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Application.
For Mode 3:
• Citizen will access www.cgmitaan.in eMitaan Portal or eMobile App
• Citizen will register by providing information like Name, address, mobile number and other
relevant information. System will authenticate the citizen by OTP to complete the registration
• Citizen will search and select the appropriate service of his/her need.
• Citizen will fill the e-application form along with uploading the necessary documents.
• Citizen will validate all the information provided in the application form for correctness and
submit the request.
• Once application is submitted, citizen will receive an SMS and an email with confirmation
reference number.
• Citizen can track the status of the request by in his / her login
• Upon completion, Mitaan Field Executive will deliver the service in physical form wherever
applicable.
Step 3: Citizen Service Fulfilment (Facilitation at the residence of the citizen by Mitaan Field
Executive), (It will be common for both Mode 1 and Mode 2 but not applicable for Mode 3)
• Mitaan Field Executive will be authorised by Government of Chhattisgarh for submitting the
Citizen Service request in Mitaan Application Platform.
• Mitaan Field Executive will be provided with a portable hardware (Smart Phone/Tablet) for
accessing the Mitaan Agent Mobile Application and submitting the Citizen Service request in
Mitaan Application Platform.
• Mitaan Field Executive will access the Citizen service request on Mitaan Agent Mobile
Application and visit them as per address provided.
• Mitaan Field Executive will enter Citizen Service request details on behalf of Citizen and GPS
coordinates of citizen’s address/location shall be picked automatically by Mitaan Agent
Application at time of visit.
• Mitaan Field Executive shall collect the fees (Government fees + Mitaan service charges) in
Cash/ePayment for the required service and the same shall be deposited, within 48 Hours in
the SUDA Mitaan Escrow bank account by Mitaan Field Executive using eWallet options
available.
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• Mitaan Field Executive will fill and submit the service request details on Mitaan Application
Platform within 48 hours of collecting the Citizen’s service request details. MSP is responsible
for all the associated cost for eWallets.
• The soft copy of receipt regarding name of service request, document collected and fees paid
will be provided via SMS/Whatsapp to Citizens registered mobile number.
Step 4: Delivery and feedback of Services (It will be common for both Mode 1, Mode 2 and
Mode 3)
• Once the service request is approved by respective Line departments, the Certificate/Output
documents will be delivered to the Citizen by the Mitaan Field Executive.
• Mitaan Field Executive shall download, take the print of the approved certificate and deliver to
the applicant in the standard A4 size envelope approved by SUDA. MSP shall ensure that the
item is sealed packed properly with the details of citizen, Address, name of service availed on
the packaging as per agreed template.
• In case applicant is not available at given address on given time, representative will update the
status in the Mitaan Agent Mobile Application and will make one more attempt, in coordination
with applicant/Citizen, to deliver the document at its’ address. If the applicant/Citizen is not
available even on second attempt, representative will submit the document to designated
delivery Centre/Mitaan Office at ULB location and will inform the Citizen via SMS to collect its
document from delivery Centre within specified time. Even if citizen do not collect the certificate
from delivery Centre, the Certificate will be posted by normal post to the citizens provided
address.
• The Mitaan Field Executives must post the selfie along with the beneficiary and upload the
same in the dedicated platform for confirming completion of the services.
• Upon completion of Service Requests, a feedback call will be given by the call centre executive
to applicant/Citizen after 72 hours of certificate/Output delivery.
• At every stage of service request processing, the applicant/Citizen will be automatically

updated via email/SMS. Citizen can track the status of their application at any time through
Portal/Mobile App. Procurement of SMS services from TSP, SMS Gateway and its integration
is in the scope for MSP. Responsibility of MSP is to Integrate, procure of Email gateway and
any other associated third party components as required in the scope of the project.
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RFP for Selection of Managed Service Provider (MSP) for Implementation of Hamarr Sarkar Hamar Dwar
“RFP
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“RFP
7.1.1. Solution Components
s envisaged in the functional Architecture of the Mitaan System, the users of Mitaan System can be
As
broadly categorised into 3 parts::
1. Citizen
2. Call Centre Executives and Mitaan Field Executives
3. Government Officials (as Administrators of the application and Supervisory users who will
access the dashboards)
The Users will access the all Mitaan System Applications via secured channels like Mobile
applications and Web Portals. Each and every user will securely login into the Mobile Apps and Web
sactions like seeking appointment or viewing any MIS report. The Applications will
Portal to do transactions
be hosted in secure Data centre along with DR site and will be integrated with multiple other third-
third
party Applications. The proposed functionality of component, as depicted in the Functional
Architecture above, is described below–
below
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Functional Block Diagram of the Proposed Solution
A. Portal and Mobile Apps
The Mitaan Project will have multiple Portal and Apps which will work seamlessly in order to provider
end to end citizen centric service delivery. It will have following Applications:
1. eMobile Application and eMitaan Web Portals
The eMitaan Mobile Applications and eMitaan Web Portals will be front end or access channels for
Citizens. The Citizens can be able to navigate through all information vide Mobile Application and
Web Portals. Citizen will also be able to book appointment for any specific service using Mobile
Application and Web Portals.
2. CHATBOT services
The CHATBOT service will be available for Citizen on Web Portal and Mobile Application. The
CHATBOT Service will act as single Interface to provide majority of information to the Citizen without
need of exploring the whole website or app. It will fundamentally work as Knowledge Management
interface.
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3. Appointment System
The Appointment system will be available to citizen and call centre executives for booking the
appointment for home visit of Mitaan Field Executives. It will be accessed by citizen via Mobile App
or Web Portal. Call centre Executive will be able to access the Appointment system through CRM
Application.
4. Mitaan Agent Mobile Application
The Mitaan field executive will be able to access the details of visits to be done for citizens Service
request through Mitaan Agent Application. The Mitaan Agent Mobile Application will provide details
of all appointments booked directly by citizen or through call centre. It will have details like name,
address, service request etc. Mitaan field executive will be able to update the actual address of
citizen with GPS coordinates, list of Document collected, fees collected through Mitaan Agent
Application.
5. Mitaan Application Platform for citizen Service request submission
The Mitaan Application Platform will act as is single window for all type of citizen service requests.
Mitaan Application Platform will have Integration with relevant portals of all the stakeholders(Urban
Administration, CHiPS, Revenue Department, NIC, GoI Applications, Electricity Department, Labour
Welfare Department, Health, Social Security, Food Department, Transport Department, Home
Department, Town & Country Panning Department, Education Department Etc.). In such cases
Mitaan Application Platform will also will not process any service request on its own but will forward
the applicant details and document to the departmental Portal which will process service request and
generate the certificate. Once the service request will get processed by the line department, Mitaan
field executive will be able to view and take print of certificate/output through Mitaan Application
Platform.
6. Content Management System
The Content Management System will be available in all Applications, Web Portal and Mobile App to
create, update, manage and publish the static, dynamic contents including documents with minimum
effort.
7. Dashboard
The dashboard will be available for Government Officials to access reports, MIS and view graphical
analytical assessments like charts etc. Dashboard will provide view to the government officer based
on their authority like Office, level etc. The dashboard shall provide real-time/near real-time status.
Also, there shall be separate dashboard to be accessible for Administrator/authority for viewing
performance of various IT Applications/ IT infrastructure/ Call centre Infrastructure and vital
parameters related to Service Levels.
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B. Call Centre
The Mitaan System is envisaged as most significant component of the Mitaan System. It will act as
middle layer between Citizen and Mitaan Field Agents.
1. Citizen Relationship Management (CRM)
The citizen will call on the Mitaan Toll Free number to seek appointment for Service request. The call
centre executive will capture details of citizen request in CRM. CRM will provide interface to capture
all essentials details of citizens service request. It will also act as interface for appointment booking.
CRM will have access to details of each and every citizen centric service available in Mitaan so that
Call Centre executive can inform citizen about the details, documents, fees associated with their
service request.
2. IVR, IP-PBX system and Automatic Call Distributor(ACD)
The Call Centre will be equipped with the IVR system, IP PBX to cater varied citizen requests. Also,
to handle the citizen request without any delay and in efficient manner the ACD system will be part of
call centre to route the call to appropriate call centre executive or Help desk executive.
3. Call Recording System
The Call Centre will have call recording system to avert any dispute and to improve service delivery.
The recording will be store in secured manner and can be accessed only on need basis after
necessary authorization.
4. Contact Centre Reporting
The Call Centre will be equipped with advance reporting tools for monitoring the performance of call
centre manpower and equipment performance. The reports will enable us to identify issues and area
of improvement.
5. Location Based Application
Location based services will be vital feature for Mitaan service delivery. MSP will enable the
application with various features like creating zones, POIs, route on the map which helps Mitaan field
agents to deliver the services.
MSP is responsible for procurement of APIs and integration of maps required for successful
operation of service / certificate delivery.
C. Hosting Infrastructure
The IT Applications, Hardware and Software will be hosted in MeitY empaneled Cloud Service
Provider. The Hosting will be in Active-Active mode to ensure the high availability. Also, IT security
tools and Enterprise Management System will be deployed along with other IT Applications,
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Hardware and Software for keep the Mitaan System secure and measure various performance
parameters.
As it is Active-Active DC-DR, it is expected to have no downtime in case of eventuality, MSP may

consider having 100% capacity In DR as it is a citizen centric service which helps to ensure the
availability SLA of 99.99%
D. Integration
The Mitaan System is envisaged as single window which will interact with multiple existing third-party
Applications to service the citizen request seamlessly. The citizens service requests will move to
existing line department system like eDistrict for further processing. The department users will act on
the citizens service request on their own departmental system. The Mitaan system will transfer all
citizen service request parameters to these departmental systems and will keep on collecting
information regarding progress on service requests through API/Web Services.
Also, Mitaan System will integrate with other third-party applications like Payment gateways, Aadhar,
SMS, e-mail gateway, WhatsApp to provide payment facility, Aadhar based authorisation and
information exchange regarding status updates. MSP will bear all cost.
Key design considerations to be taken into account by MSP are as follows –
 System should be designed for handling transaction of 5 lakhs per month.

 Call Centre should be designed for handling 1000 calls per second.
 System should be designed for 24x7 online availability of all IT Aapplications and IT
Infrastructure.
 Scalable solution on open standards
 No propriety devices/ applications
 API based architecture for Integration with other web applications and Mobile
applications
The key guiding principles considered for building the all Applications and solution of Mitaan
system are the following:
i. User Centric
End users availing the service must be centric to the design of Mitaan system. The system should
ensure ease of use and simple operation along with ensured availability of the services. The
system should allow and enable fast on-boarding of user-centric services and quick roll-out on
Mitaan.
ii. Heterogeneous and Interoperable
The Mitaan system design should be enhanced keeping in mind that information flows across
applications owned by different departments. The Mitaan system should be able to integrate and
interoperate with various other external entities/departments. The ability of the solution to easily
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and in a relatively seamless manner integrate with external entities, interoperate with multitude of
technologies must be a significant criterion.
iii. Sustainable and Scalable
Architecturally, the Mitaan system should be sustainable and scalable. Sustainability requires the
platform to use software, tools, frameworks etc. which has a large usage base and regular long-
term support and upgrades. For scalability, it is important for the Mitaan system to be cloud
enabled to take the advantage of next generation cloud implementations and technologies. The
following criteria should be kept in mind during selection of the technology
a) Every component needs to scale to a large volume.

b) Every component as well as the whole system needs to provide consistent and
acceptable performance even at very large scale.
c) Single point of bottle-neck and failure must be avoided.
While upgrades and scaling-up, it is necessary that the platform supports earlier versions
especially when upgrading the APIs.
iv. Pluggable and Loosely coupled Components
The system should have open standards and open APIs with plug-n-play capabilities. The system
design should support plugging in new technologies and components in a seamless manner, and
easy removal of any obsolete technology or component 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 work in a
heterogeneous technical environment.
v. Easy On-boarding
On-boarding of departments/e-Gov applications should involve minimal changes (ideally to the

extent of exposing their existing APIs or developing new APIs if required) in their respective
applications. Also, Service enablement should be supported across all the frontend client
simultaneously.
vi. Address privacy concerns
The Mitaan backend 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 user’s information.
vii. Analytics
The Mitaan platform should be able to generate insights for analytics. These includes, but is not
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restricted to, on-demand reports which can be configured, filtered and customized by as
integrating departments. Mitaan 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 platform’s performance
and usage and insights on user information (demographic, location, behavioural etc. aspects).
viii. Multi-Language Support
Web Portal and Mobile Apps need to support Hindi also to be able to reach masses. Mitaan
system shall provide support for English and Hindi across various channels. The system should
also be capable incorporating third party language plug-ins for this purpose. Mitaan System should
be capable of providing multilingual capabilities for both static and dynamic data.
ix. 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. Mitaan platform needs to have technical capabilities to integrate with
external interfaces such as payment gateways, identity providers, Citizens services etc.
x. Distributed Access and Multi-channel service delivery
With high penetration of mobile devices and very large percentage of internet usage using mobile
devices, it is imperative that the Mitaan system provide multiple channels of service delivery to its
stakeholders. An important consideration is that the access devices and their screen capabilities
(including browser variations) are numerous and constantly evolve. Hence, it is imperative to
design the system such that the ecosystem of integrated mobile apps also evolves.
xi. Security and privacy of data
Security and privacy of data within the Mitaan system will be foundational keeping in view of the
sensitivity of data and critical nature of the infrastructure envisioned to be built for Mitaan. Security
and privacy of data should be fundamental in design of the system without sacrificing utility of the
system. When creating a system of this scale, it is imperative that handling of the sensitivity and
criticality of data are not afterthoughts, but designed into the strategy of the system from day one.
xii. Provision of a Sustainable, Scalable Solution
The motive of the technological enhancements to provide a system that would be sustainable for
the next few years. The expectation is that the system should sustain at least 7 years from GO-
Live. The solution would be done keeping in mind the scalability of the system. The simplified
procurement processes and ease of compliance is expected to lead to huge growth in contract’s
base. Every component of Mitaan system needs to scale horizontally to very large volume of data.
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xiii. Business Rule Driven Approach
All configurations including policy decisions, business parameters, rules, etc. shall be captured in
a central place within the system. The system shall provide facility to the decision makers to add
new or edit/delete existing policies or make changes with appropriate permission control and audit
trace. Managing these in a central repository ensures only once source of truth is used across
many application servers and reduces issues of inconsistent application behaviour. Decoupling of
the business parameters/rules/master data from the rest of the solution architecture and making
them configurable allows for a great deal of flexibility.
xiv. Platform Approach
It is critical that a platform based approach is taken for any large scale application development, to
ensure adequate focus and resources on issues related to scalability, security and data
management. Building an application platform with reusable components or frameworks across
the application suite provides a mechanism to abstract all necessary common features into a
single layer. Hence the MItaan system is envisaged as a faceless system with 100% API driven
architecture at the core of it.
xv. Openness
Adoption of open API, open standards and wherever prudent open source products are of
paramount importance for the system. This will ensure the system to be lightweight, scalable and
secure. Openness comes from use of open standards and creating vendor neutral APIs and
interfaces for all components. All the APIs will be stateless. Data access must be always through
APIs, no application will access data directly from the storage layer or data access layer. For
every internal data access also (access between various modules) there will be APIs and no direct
access will be there.
xvi. Data as an enterprise asset
Information is a high value asset to be leveraged across the organization to improve performance
and decision making. Accurate information would ensure effective decision making and improved
performance.
Effective and careful data management is of high importance and top priority should be placed on
ensuring where data resides, that its accuracy can be relied upon, and it can obtained when and
where needed.
xvii. Performance
A best of breed solution using the leading technologies of the domain should be proposed in the
solution ensuring the highest levels of performance. It will also ensure that the performance of
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various modules should be independent of each other to enhance the overall performance and
also in case of disaster, performance of one module should not impact the performance other
modules.
The solution should be designed in a manner that the following can be achieved:
 Modular design to distribute the appropriate system functions on web and app server
 Increase in-memory Operations (use static operations)
 Reduce number of I/O operations and N/w calls using selective caching
 Dedicated schemas for each function making them independent and avoiding delays
due to other function accessing the same schema.
 Solution should provide measurable and acceptable performance requirements for
users, for different connectivity bandwidths.
 The solution should provide optimal and high performance Portal Solution satisfying
response time for slow Internet connections and different browsers.
xviii. Scalability
The component in the architecture shall be capable of being scaled up to more user requests or
handling more no. of input resources in various modules. Even inclusion of additional application
functionalities can be catered to by upgrading the software editions with minimal effort.
The design of the system to consider future proofing the systems for volume handling
requirements
 The application functions to be divided logically and developed as Modular solution.
 The system should be able to scale horizontally & vertically.
 Loose coupling through layered modular design and messaging
The architecture would promote modular design and layered approach with clear division of
responsibility and separation of concerns at the data storage, service and integration layer in order
to achieve desired interoperability without any affinity to platforms, programming languages and
network technologies. The architecture has to be scalable, maintainable and flexible for modular
expansion as more citizen and business services are provided through the Mitaan system. Each of
the logical layers would be loosely coupled with its adjacent layers
xix. Data partitioning and parallel processing –
Mitaan system functionality naturally lends itself for massive parallel and distributed system. For
linear scaling, it is essential that entire system is architected to work in parallel within and across
machines with appropriate data and system partitioning. Choice of appropriate data sources such
as RDBMS, Hadoop, NoSQL data stores, distributed file systems; etc. must be made to ensure
there is absolutely no “single point of bottleneck” in the entire system including at the database
and system level to scale linearly using commodity hardware.
xx. Horizontal scale for compute, Network and storage
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Mitaan system architecture must be such that all components including compute, network and
storage must scale horizontally to ensure that additional resources (compute, storage, network etc.)
can be added as and when needed to achieve required scale.
xxi. No Vendor lock-in and Replace-ability
Specific OEM products may only be used when necessary to achieve scale, performance and
reliability. Every such OEM component/service/product/framework/MSI pre-existing product or
work must be wrapped in a vendor neutral API so that at any time the OEM product can be
replaced without affecting rest of the system. In addition, there must be at least 2 independent
OEM products available using same standard before it can be used to ensure system is not locked
in to single vendor implementation.
xxii. Security
The security services will cover the user profile management, authentication and authorization
aspects of security control. This service run across all the layers since service components from
different layers will interact with the security components. All public contents should be made
available to all users without authentication. The service will authenticate users and allows access
to other features of the envisaged application for which the user is entitled to.
The system should be designed to provide the appropriate security levels commiserate with the
domain of operation. Also, the system will ensure data confidentiality and data integrity.
The application system should have the following

 A secure solution should be provided at the hardware infrastructure level, software
level, and access level.
 Authentication, Authorization & Access Control: 2 factors (User ID & Password)
security mechanisms should be implemented to enable secure login and authorized
access to portal information and services.
 Encryption Confidentiality of sensitive information and data of users and portal
information should be ensured.
 Appropriate mechanisms, protocols, and algorithms necessary to protect sensitive and
confirmation data and information both during communication and storage should be
implemented.
 Data security policies and standards to be developed and adopted across the Mitaan
departments and systems
 In order to adequately provide access to secured information, security needs must be
identified and developed at the data level. Database design must consider and
incorporate data integrity requirements.
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 Role based access for all the stake holders envisaged to access and use the system
 Appropriate authentication mechanism adhering to industry good practice of Password
Policies etc.
 Ability to adopt other authentication mechanism such as Electronic Signature
Certificates
 Authorization validity to be ensured for the users providing the Data to the system.
Data should be accepted only from the entity authorized
 Data should be visible only to the authorized entity
 Audit trails and Audit logging mechanism to be built in the system to ensure that user
action can be established and can investigated if any can be aided(e.g. Logging of IP
Address etc.)
 Data alterations etc. through unauthorized channel should be prevented.
 Industry good practice for coding of application so as to ensure sustenance to the
Application Vulnerability Assessment
System must implement various measures to achieve this including mechanisms to
ensure security of procurement data, spanning from strong end-to-end encryption of
sensitive data, use of strong PKI national standards encryption, use of HSM
(Hardware Security Module) appliances, physical security, access control, network
security, stringent audit mechanism, 24x7 monitoring, and measures such as data
partitioning and data encryption.
Activities such as anti-spoofing (no one should be able to masquerade for

inappropriate access), anti-sniffing (no one should be able get data and interpret it),
anti-tampering (no one should be able to put/change data which was not meant to be
put/changed) should be taken care for data in transit, as well as data at rest, from
internal and external threats.
xxiii. User Interface
The architecture and application solutions to be designed should promote simplicity and ease of
use to the end users while still meeting business requirements. It should provide a simpler and
more cost-effective solution. Reduces development time and makes the solution easier to
maintain when changes in requirements occur.
 Efficient and layout design are the key considerations that enhance usability which
should be factored in while designing the application. Standard and consistent
usability criteria must be defined. An intuitive, user friendly, well-articulated navigation
method for the applications greatly enhances the usability of the application.
 Effective information dissemination
 Enhanced functionalities including personalized delivery of content, collaboration and
enriching GUI features
 The load time for all web page user interfaces must satisfy SLA requirements.
xxiv. Reliability
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This is a very crucial system and data are of high sensitivity, the data transfer and
data management should be reliable to keep the confidence of the stakeholders. The
system should have appropriate measures to ensure processing reliability for the data
received or accessed through the application.
It may be necessary to mainly ensure the following
 Prevent processing of duplicate incoming files/data
 Unauthorized alteration to the Data uploaded in the SUDA system should be
prevented
 Ensure minimum data loss(expected zero data loss)
xxv. Manageability
It is essential that the application architecture handles different failures properly; be it a hardware
failure, network outage, or software crashes. The system must be resilient to failures and have the
ability to restart, and make human intervention minimal.
All layers of the system such as application, infrastructure must be managed through automation
and proactive alerting rather than using 100’s of people manually managing.
The entire application must be architected in such a way that every component of the system is
monitored in a non-intrusive fashion (without affecting the performance or functionality of that
component) and business metrics are published in a near real-time fashion. This allows data
Centre operators to be alerted proactively in the event of system issues and highlight these issues
on a Network Operations Centre (NoC) at a granular level. The solution should be envisaged to
utilize various tools and technologies for management and monitoring services. There should be
management and monitoring tools to maintain the SLAs.
xxvi. Availability
The solution design and deployment architecture will ensure that the application can be deployed
in a centralized environment offering system High Availability and failover.
The solution should meet the following availability requirements
 Load Balanced across two or more Web Server avoiding single point of failure
 Deployment of multiple application instances should be possible
 Distributed or load balanced implementation of application to ensure that availability of
services is not compromised at any failure instance.
Network, DC, DR should be available 99.99 % time.
7.2. Scope of Activities
Overall scope of work for the MSP will be to:
The brief scope of Activities for the MSP is briefed as below:

Overall scope of work for the MSP will be to:
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The brief scope of Activities for the MSP is briefed as below:

Scope Description
Locations to be covered Total 14 Urban Local Bodies/Municipal Corporations of

Chhattisgarh will be covered in the Project:
(Raipur, Birgaon, Durg, Bhilai, Risali, Bhilai-Charoda,

Jagdalpur, Dhamtari, Korba, Raigarh, Rajnandgaon, Ambikapur,
Chirmiri, Bilaspur)
Based on the outcomes / success of the pilot, the project can be

extended in all Urban Local Bodies (ULBs)of Chhattisgarh.
MSP will be responsible to rollout the Project in any additional

Urban Local Bodies (ULBs) based on the quoted price through this
tender and its Contract. In case of the rollout of Project in any
additional ULB, no additional charges will be paid by SUDA other
than Service Fee for Per Successful Transaction(s)(based on
actuals).
IT Application Development, The MSP shall be responsible for following IT Application

Implementation, Integration development/ Implementation and Integration of:
and Operation and  eMitaan Portal Platform for citizens
Maintenance  eMitaan Mobile Application platform for citizens
 Mitaan Agent Mobile Application for Mitaan field executive
for service request submission and delivery
 Mitaan Application Platform with Integration with relevant
portals of all the stakeholders(Urban Administration,
CHiPS, Revenue Department, NIC, GoI Applications,
Electricity Department, Labour Welfare Department,
Health, Social Security, Food Department, Transport
Department, Home Department, Town & Country Panning
Department, Education Department Etc.). The Mitaan
Application Platform will act as single window for all type of
citizen service requests. Mitaan Application Platform will
not process any service request in case the line
department has online Portal which will process service
request and generate the certificate. As of now, 100
existing citizen centric services are envisaged to be
integrated with Mitaan Application Platform.
 CHATBOT Application for citizens

 Citizen Relationship Management (CRM) for citizen
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Scope Description
service request data capturing at CCC

 Appointment system
 Dashboard and Analytics along with Dashboard for SLA
monitoring.
 Also, all required Integration like with payment
gateways/platform, SMS, eMail, Whatsapp,Aadhar etc to
be done by MSP.
The MSP shall be responsible for following Operation and

Maintenance service:
 All Software Operation and Maintenance including
Manpower for the same.
 Procure website domain as per SUDA’s requirement and
in SUDA’s name and manage (pay annual charges etc) it
for contract period.
 CCC Operation and Maintenance including all IT, Non IT
Infrastructures, Software, Applications and Manpower.
 Cloud Hosting service for all Application and software to
be used by MSP for this Project.
 Provide/deploy SLA tools and reports required for SLA
monitoring
Setup of Citizen Call Centre The Citizen Call Contact Centre (CCC) will be setup in the Raipur
(CCC) /Naya Raipur by MSP in their own/rented premises.
CCC will comprise of atleast following separate physical rooms
 Call Centre
 Conference/Meeting room
 Training room
 IT Infrastructure room
 Store room
MSP needs to provision all CCC infrastructure including IT

hardware, IT software, and furnishing (workstations etc) as per the
requirements of the RFP.
MSP has to pay the running cost(bill) of PRI line and Toll-Free
number.
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Scope Description
Deployment of Mitaan Field Hire, train and deploy sufficient number of Mitaan Field Executive in
Executive all Project delivery locations, in order to provide the service as per
SLA and other requirement of the RFP/contract
Mitaan Field Executive will be responsible for visiting applicant

(citizen) at their doorstep, collect applicant information, documents
and apply in Mitaan Application Platform for service request.
MSP shall also provide sufficient number of Mitaan Supervisors to

oversee the functioning of Mitaan Field Executive.
MSP to provision for 2 sets of uniform with cap and pairs of

weather specific cloth for all Mitaan Field Executive every year or
when required.
Deployment of Call Centre Call Centre Executives has to be provided by the MSP. MSP shall
Executives hire, train and deploy sufficient number of Call Centre Executive, in
order to provide the service as per SLA and other requirement of
this RFP/contract. Atleast 5 call center executive shall be available
in Call Centre at any point of time during Operation hours.
MSPs have to make necessary provisions for providing relievers

and Call Centre Supervisors.
MSP to provision for 2 sets of uniform and 2 pairs of warm cloth to

all Call Centre Executives every year or when required.
Data Centre and Disaster All hosting IT Infrastructure and Software provisioned under the
Recovery center on Cloud scope shall be hosted in the any of the MeitY empaneled Cloud
Service Provider. MSP to deploy sufficient number of licenses,
servers, VMs etc to meet the SLA and fulfill all requirement of this
RFP/Contract.
All other services including hardware, software and network needs

to be provisioned by MSP.
Other IT Hardware and MSP has to provision at least one Smart Mobile phone (Android or
software IOs based) or Tablet for Mitaan Field Executive. MSP shall also
provision sufficient number of Smart Phone/Tablet in spare.
Also, MSP has to deploy all required software at edge devices like
Call Centre Executives desktop, Mitaan Field Executive Mobile
Phone/Tablet required to fulfill the requirement mentioned to meet
the SLA in this RFP/contract.
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Scope Description
Standard Operating MSP to integrate and automate Standard Operating Procedures

Procedures (SOPs) (SOPs). Scenarios specific SOPs like Document collection and
service request submission, cases pertaining to Incomplete
Document/data, cases Pertaining to rejection by Nodal
departments, cases pertaining to loss of Documents by Mitaan Field
Executive, cases pertaining to non-identification of Application
Address shall be configured and managed in the Mitaan Application
Platform including call centre Application.
All SOPs should be maintained in knowledge repository and need to

be updated by system integrator as per changing scenario or
amendment in processes from time to time.
Logistic/Transportation MSP has to provide necessary Logistic/Transportation service to
service for Mitaan Field enable Mitaan Field Executive for unrestricted movement at the
Executive door step of citizen.
Incorporation of best MSP need to ensure incorporation of best practices in the project
practices like
 PMP
 ITIL
 ISO 27001
 SDLC processes/Agile/Scrum
Technical Helpdesk MSP would need to provision Technical Helpdesk with 4 Agents to
log Technical issues and ensure seamless resolution of issues,
faults, problem as per prescribed SLA for smooth operation of the
system.
MSP to provision sufficient Hardware software for smooth

functioning of Helpdesk.
Connectivity The MSP is required to provision the following network links:
i. Internet Leased Lines at Data Centre from two different
service providers (bandwidth to be estimated by the MSP)
ii. Connectivity between Data Centre and CCC
iii. 2 PRI lines from two different service providers
iv. SIM Cards with data connection for all Mitaan Field
Executives
Operation Hours The Operation Hours will be 8 AM- 8PM excluding 3 national
Holidays:
o Independence Day
o Republic Day
o Gandhi Jayanti
7.2.1. IT Application Development, Deployment, Integration, Operations and Maintenance
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i. The MSP shall be responsible for following IT Application development/ Implementation

and Integration of:
o eMitaan Portal Platform for citizens
o eMitaan Mobile Application platform for citizens
o Mitaan Agent Mobile Application for Mitaan field executive for service request
submission and delivery
o Mitaan Application Platform with Integration with all online citizen services under
Chhattisgarh Lok Sewa Guarantee Act, 2011 of all the stakeholders(Urban
Administration, CHiPS, Revenue Department, NIC, GoI Applications, Electricity
Department, Labour Welfare Department, Health, Social Security, Food Department,
Transport Department, Home Department, Town & Country Panning Department,
Education Department Etc.). The Mitaan Application Platform will act as single
window for all type of citizen service requests. Mitaan Application Platform will not
process any service request in case the line department has online Portal which will
process service request and generate the certificate. As of now, 100 existing citizen
centric services are envisaged to be integrated with Mitaan Application Platform.
MSP may be asked to integrate additional service as required during the contract
duration.
o CHATBOT Application for citizens
o Citizen Relationship Management(CRM) for citizen service request data capturing at
CCC
o Appointment system
o Dashboard and Analytics
o Also, all required Integration like with payment gateways/platform, SMS, eMail,
Aadhar etc to be done by MSP.
i. The selected agency shall develop common single platform for Mukyamantri
Mitaan Yojana that will integrate with all online citizen services under
Chhattisgarh Lok Sewa Guarantee Act, 2011 applicable for all the concerned
departments and other stakeholders.
ii. The selected bidder will develop, deploy and maintain the Web
Portal/Application and Mobile App to be used by Mitaan for service delivery
which will be integrated with relevant portals of all the stakeholders(Urban
Administration, CHiPS, Revenue Department, NIC, GoI Applications,
Electricity Department, Labour Welfare Department, Health, Social Security,
Food Department, Transport Department, Home Department, Town & Country
Panning Department, Education Department Etc.)
ii. MSP shall be responsible to do following for above mentioned applications/software:

o Project Planning and Management
o System Study and Design
o Business Process Reengineering for the applications/ services
o Solution Design, Software Customization and Development
o User Acceptance Testing (UAT)
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o Security Testing by CERT-In Empanelled Agency

o MSP has to submit the VAPT report once in a quarter issued by CERT-IN
empanelled agency
o MSP has to submit the "white box testing" report once in a year issued by CERT-IN
empanelled agency
o Capacity Building and User trainings
o Go live /Rollout
o Operation & Maintenance (O&M) including but not limited to:
 Application Support and general awareness training
 Functional changes in the Application software
 Any changes in the workflow and Application framework
 System administration
 Modification or Enhancement in application software
 Development of new form / report
 Generation of MIS report as per the SUDA/Departments Requirement
 Data back up
 Any new integration with other State or MeitY Application as per change
request on basis of quoted price
 Security Testing on Periodic Basis
 CERTI-IN empanelled agency /STQC Certification (The STQC audit is part of
the MSP scope for closing the non- compliances as reported by agencies. The
payment to be paid to CERTI-IN empanelled agency /STQC for certification
will be borne by bidder).
 Bugs / Issues fixing in the Application Software
 Any other activities as deemed
o The MSP shall make their own composition of support team apart from those
mentioned in this RFP.
o Deploy Service Monitoring software which monitors the services against all SLAs
specified in section 8 in real time/near real time.
7.2.2. Setup of Citizen Call Centre and managing Operation and Maintenance of Call
Centre
i. Selected Bidder will be responsible for establishing, operating and managing the end-to-
end Call Centre services for this scheme. The Call Centre operations should be purely on
bidders outsourced/ownership model and will be setup at bidder’s premises. The bidder
should setup all required IT and Non-IT infrastructure and IT software as required for
operation of Call Centre.
Following are the key features of the proposed Call Centre:
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Number of Bidder shall estimate the number of Call centre Executives required for Mitaan as
Seats per the requirements mentioned in this RFP. However minimum 5 call centre
executive shall be available in CCC at any point of time during Operation hours.
Languages 3 Languages from the start Hindi, English, Chhattisgarhi
supported
Operations As per service window mentioned and consistent with the service level mentioned.
Accessible through a Toll-Free Number and Short Code. (Provision of Toll-Free

Accessibility number and Short Code would be in scope of the SUDA/Client)
Location The facility to be located in Raipur or Nava Raipur Atal Nagar Chhattisgarh. The
Call Center will be setup on Bidder premises
Service 8 AM- 8PM excluding 3 National Holidays
Window
Inbound  Call Centre Executive shall answer all Inbound calls like for service Enquiry,
and Appointment request, general Enquiry, grievance/Complaint and make
Outbound Outbound call for Feedback
calls  Also, it is expected that around 15 SMS should be sent to citizens during
entire cycle of service request completion (Annexure B)
ii. Bidder shall understand the business processes of Mitaan and various service
requirements at the Call Centre. Call Centre services would be required for - Inbound Calls,
Outbound Calls (For Feedback), IVR functions, etc.
iii. Selected Bidder shall be responsible to provide and manage the PRI line and transfer
call at the time of escalation to call centre floor manager and higher authorities.
iv. Selected Bidder shall be responsible to acquire Toll Free number and pay the charges
to TSP.
v. Selected Bidder has to define various procedures linked to call centre like call
handling procedure, call routing procedure, interface between SUDA and call centre systems
vi. Selected Bidder should ensure that the call centre should have “No Call drops”, also
the waiting time for the caller should be maximum (not more than 3 mins/call). Alternate
arrangements for dual lines should be made within the call centre to ensure adequate
serviceability.
vii. Currently 20000-30000 calls are envisaged per month. It may increase or decreased
during the entire duration of Project. MSP shall design the Call centre Solution in a way that
additional Call Centre Executive desks can be added in same or other premises without
impacting services. In a scenario where MSP has to provide service from Multiple Premises
and additional number of call Centre Executives , system shall be scalable and robust
enough to do the same. Also, proposed solution shall ensure that in a scenario where MSP
has to provide service from multiple premises, same single Short code and Toll free number
can be used for Mitaan.
viii. MSP to provide recorded IVR messages and designing call scripts for various types of
calls.
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ix. The call centre Centre Executives has to be trained on Services/Schemes and
procedures of Mitaan, shall understand the customer’s requirements, facilitate services to
citizen and resolve the query as per the information provided.
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x. Call Centre Infrastructure, Technology & Quality Assurance
o Bidder will be responsible for creation of well-furnished space, cooling, providing hardware,
software, manpower, maintenance, management, and shall be responsible for providing
premises duly equipped with requisite infrastructure like power, lighting, network connectivity,
security systems, etc.
o Provision must be made for dedicated seating for Call Centre Executives as well as the
SUDA officials, if any and their supervisors/team leaders for Mitaan Project with proper
lighting, air conditioning etc. to ensure sufficient comfort levels. Other basic facilities like
water, toilets, canteen etc. should also be provided.
o The Centre Executive’s desk shall be noise reduction and the Call Center Infrastructure shall
maintain hygiene in the premise.
o Adequate training facilities should also be provided to Call Centre Executives and
Supervisors on SUDA Business processes and guidelines including availability of proper
rooms with whiteboards, projectors and other appliances.
o The Call Centre should have the scalability to accommodate/create the additional number of
seats, if so required by SUDA.
o Bidder shall arrange for IVRS, Dialler and related hardware, software and network
components for running the call centre operations.
o Each call would have a unique identifier i.e. Request ID and shall be intimated about the
Request Id for future tracking purpose.
o Every call received/done from the call centre would be recorded in the call centre application
against the respective Call Centre Executive and Request Id.
o To ensure Customer Service Quality, SUDA, at its discretion, may conduct Regular audits,
Random audits and call barging
o SUDA may do a random sample survey of calls on Call Quality as well as be involved into
calls without prior notification daily. For this purpose, administration level permissions to
access relevant sub-systems/servers (including IVR, ACD, security measures including data
& software backups, firewalls, antivirus software updates, etc. related to SUDA Call Centre
Setup)
o To monitor and generate reports including those required for cross-verification of SLAs and
related payments will be provided by the bidder.
o The call data from the tapes/voice logger should be archived on to hard disk every 15 days.
The data on the hard disk should be stored in using such naming conventions that support
easy retrieval. These records shall be retained on hard disk for another 45 days. SUDA might
require the records to be kept for longer period of time. Commercials for the same shall be
provided by the bidder along with the proposal.
o If it is observed by SUDA that a Call Centre Executive/Team leader/deployed staff has
misbehaved with a caller on telephone, or if complaint is received against any of the Call
Centre Executive /Team leader or if his/her performance is found to be lacking in the opinion
of SUDA, SUDA may instruct the bidder to remove such person from Mitaan Call Centre.
o A facility should be available for SUDA’s monitoring team, external & internal auditors to
periodically inspect the functioning of Call Centre.
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o Additionally, it should be possible to remotely monitor performance on all SLAs/KPIs and also
of all the applications provided by the system i.e. real time ACD statistics, calls in queue,
number of Call Centre Executive logged in, number of FTEs abandoned answered calls,
query of the call logs of a particular customer etc. by designated Call Centre Coordinator or
Call Centre in-charge.
o Security policy creation & monitoring (Local Network Security, Application Level Security, OS
Level Security, Physical Security).
a. Upgrade the software to the latest version whenever the changes in the IT systems
require the up-gradation of the software of the call centre systems at no additional cost to
the client.
b. Do augmentations if required, based on traffic & resource utilization.
c. Install safety mechanisms to prevent unauthorized access and manipulation of the
technical systems and data. He shall also take technical and organizational measures to
ensure that these fulfil the currently valid standards for the size of the call centre.
d. Change the hardware if the same are declared end of life during the duration of the
agreement.
The Successful Bidder is required to deploy all necessary hardware and software as below
and as per the requirement mentioned in Functional and Technical requirement sections of
this RFP.
S. No. Area
1 Call Centre Infrastructure:
 Office space for Call Centre operations
 Head-sets
 Telephone Instruments
 Desktop
 Other applicable infrastructure components, CCTV, etc.
2 Call centre application license, implementation, customization and support
3 IVRS
4 ACD
5 Call barging and recording software
6 PRI Lines
7 Toll free number
8 Network Connectivity (MPLS) (between Call Centre and AIC’s DC and DR)
9 Customization, development, integration of applications with SUDA’s systems,
automated SMS/Email gateway
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7.2.3. Technical Helpdesk
Helpdesk will operate on all 7 days (8:00 am to 8:00pm other than 3 Holidays defined on Service
Window) .Helpdesk will provide technical and functional support on all modules of Mitaan Portal and
App by phone, email which includes L1 as well as L2 support. Helpdesk will resolve tickets are in
timely and efficient manner as per SLAs defined below in Service Level Agreement
MSP would need to provision helpdesk with 4 Agents to log Technical issues and ensure seamless
resolution of issues, faults, problem as per prescribed SLA for smooth operation of the system.
MSP to provision sufficient Hardware software for smooth functioning of Helpdesk.
The MSP will provide help desk service which will serve as a single point of contact for all ICT
related incidents and service requests. The service will provide a Single Point of Contact (SPOC)
and also resolution of incidents. The scope of work includes:
i) Help Desk facility for reporting issues / problems with the IT Software/infrastructure and other
service related incident.
ii) To implement a call logging system in line with the severity levels as mentioned in the SLA.
iii) The Help Desk shall undertake the following activities
iv) Log issues / complaints related to IT under the scope of work and issue an ID number against
the issue / complaint.
v) Assign severity level to each issue / complaint.
vi) Track each issue / complaint to resolution
vii) Escalate the issues / complaints, to department if necessary as per the escalation matrix
defined in discussion with SUDA.
viii) Provide feedback to the callers/Incident reporter.
ix) Analyze the issue / complaint statistics
x) Creation of knowledge base on frequently asked questions to aid the users of this IT
infrastructure.
xi) Technical helpdesk shall operate ITIL best practices.
L1 or level 1 support includes interacting with the customers, understanding their problems and
then creating a ‘ticket’ against it. A ‘ticket’, also referred to as ‘incident’ is then routed to the L2 or
level 2 support. Sometimes the request/grievance raised by the customer is very minor and can be
solved by the L1 support as well.
L2 or level 2 support manages the tickets which are routed to them by the L1. These
tickets/incidents may require some technical knowledge which the L1 team does not possess, in this
scenario the L2 support takes over.
The minimum services envisaged through the helpdesk includes:
i. Guiding stakeholders on usage of Mitaan Portal
ii. Assisting stakeholders on IT related issues providing status of applications
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iii. Escalating business related grievances to right authorities in SUDA and other
concerned government departments
L3 is the last line of support and comprises of a technical team which addresses the technical
issues. Sometimes the issues reported by customers cannot be solved by L1 & L2 .In that case, the
L3 team analyses the issue and fixes it. The issues which the L3 team gets involved are
code/development related fixes
The MSP shall select & arrange for the skilled and qualified manpower required for running the
Helpdesk to respond to queries only after they have been provided with proper training as per
industry standards.
All the issues on logging shall be assigned a severity level based on definition below. Basic
guidelines for assigning severity are as follows:
7.2.4. Data Centre and Disaster Recovery centre on Cloud - IT Hosting and Operation
management
The selected bidder shall carry out following activities:
 All Applications shall be hosted on cloud with DC and DR with MeitY empanelled CSPs.
 The cloud for hosting shall be of Tier 3 or Tier 4 level and MEITY approved/empanelled.
Agency shall be responsible for all costs incurred towards the cloud infrastructure including
and not limited to providing the required compute, bandwidth, storage, security audits etc.
 The Cloud Infrastructure shall be configured, maintained for the entire project duration and
all the costs associated shall be borne by the bidder.
 The DR on the Cloud should be provided and the same shall be hosted as per latest MEITY
guidelines. The DC and DR can be in Active-Active mode. The Bidder may choose to host
the application on a cloud native database. The customer shall be intimated of the cloud
hosting and all related agreements and certificates.
 To provide the Cloud based Infrastructure which comprise of the Servers, Storage and
Networking Devices including connectivity for DC and DR in HA mode.
 CSP compute services should offer high performance block storage for critical services. It
should support at least 50,000 IOPS with more than 700 MBPS throughput for a 500 GB
storage volume. Ask for " Self-certified letter with CSP’s Public website link" for both the
clauses
 The proposed compute solution to be deployed, across geographically different locations,
with Active-Active configuration to ensure fault-tolerance with high availability between two
physical sites
 The CSP must offer 99.99% Uptime SLA on single Virtual Machine and block storage level
from the region.
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 Peak CPU Utilization for servers installed at the Data Center and DR should not be more
than 70% for a sustained period of more than 1 Hour. In case it happens frequently MSP
should deploy additional required IT infrastructure like servers/VMs.
 MeitY empanelled Private Cloud based server will be used by selected bidder for the
purpose of hosting and data storage, which includes storages, DB licenses (if any) etc.
 Any new integration with other State or MeitY Application (at no extra cost)
 MSP will provide Disaster Recovery (DR) support over cloud on two different seismic zones
from MeitY empanelled CSP (Cloud Service Providers)
 Shall get VA PT audit of Applications from government recognized certified auditors/CERT
IN empanelled auditors before deployment of application.
 All the data which includes Service related and Citizen Data is sole property of SUDA only.
Citizen data is very critical and it must be ensured that it is not being stored or shared
illicitly. Any breach/theft of data shall lead to imposition of penalty and can lead to
termination of the contract.
 All the data will be stored in proper interoperable format. Upon cessation of contract, all the
Software, latest Source-code and data with reference to citizen, service and Mitaan should
be handed over to SUDA.
 Diligent carrying out of Application Deployment and Upgrades;
 Proper handling of application failure
 Proper maintenance of documentation w.r.t security compliances, processes and policies
shall be carried out by the selected bidder.
 The Implementing Agency shall be responsible for provisioning of adequate Internet
Bandwidth and connectivity at the DC & DR, including termination devices, for end users to
access Mitaan Portal and Application.
 The Implementing Agency will be responsible for provisioning of requisite network
infrastructure (including switches, routers, firewalls, nips and hips) to ensure accessibility of
the servers as per defined SLA’s.
 The infrastructure provisioned by the Implementing Agency must be scalable and shall allow
SUDA to add/reduce cloud resources on demand basis through an user-friendly dashboard.
For some of the storage in cloud based environment, SUDA will be pay based on monthly
usage
 Compliance process to the defined international standards and security guidelines such as
ISO 27001, for maintaining operations of cloud and ensuring privacy of SUDA data.
 The service provider shall develop, prepare and provide a Cloud Solution Implementation
Plan. The Implementation Plan shall have the detailed design, specifications, drawings and
schedule along with inspection and test plan, risk matrix and risk mitigation strategy, training
material and documentation for all deliverables.
 Service Provider shall provide services comprising of, but not limited to, below items
o Operating System Management
o Network Management
o Security Management
o Storage Management
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o Backup Management
o Disaster Recovery Management
 The Cloud infrastructure and SUDA data must be maintained ONLY at the location of the
identified Cloud Hosting site. Data can only be moved to other site in case of any
emergency with prior approval of SUDA concerned authority.
 MSP ensure the entire infrastructure (under the scope of this project) has support from
Cloud Service Provider (CSP) during the complete project duration.
 To ensure all the compliances as defined by MeitY for empanelment of Cloud Services
offered by CSP and the security guidelines as defined by STQC are met by the CSP
 Providing services on a highly secure and controlled platform and providing a wide array of
security features customers can use.
 There are a lot of Security tools offered by the CSP, like:
o Identity and Access Management (IAM)
o Multi-Factor Authentication (MFA)
o Encryption of data associated with VM
o DDoS Protection (safeguards web applications running on cloud)
o TSL/SSL Certificate Management
 MSP will control and manage the tools provided by the CSP.
 MSP will be Provisioning, Installation, Configuration, Management, Monitoring of Security
Services as per the requirements of User Departments.
 MSP will Maintain and manage access control with Network Security Groups, NACL and
routing tables
 MSP will Identifying Security Configuration gaps
 MSP will Provision, manage and deploy HSM (High Security Module) as per User
Department(s) requirement
 MSP will do implementation of tools such as: IPS, IDS, SIEM
 MSP will Conduct Security / Risk Assessment
 MSP will do Implementation of Multi-Factor Authentication Services
 MSP will do Comprehensive Application security
 MSP will do Implementation, management and monitoring of DDoS, IPS, IDS technology
and solutions to ensure the security of Cloud Services procured
 MSP will do Installation, Configuration, Implementation and management of Log Analyzer
 MSP will Deploy public facing services in a zone (DMZ) different from the application
services. The Database nodes (RDBMS) should be in a separate zone with higher security
layer
 MSP will do Deploy security patches on hardware and Software
 MSP will take regular backups of security configurations
Operations and Maintenance
 Design and implement automated scaling processes, day-to-day and emergency

procedures, deploy and monitor underlying cloud services, performance reporting and
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metrics, and ensure the overall reliability and responsive operation of the underlying cloud
services through both proactive planning and rapid situational response.
 Interface with the CSP(s) on behalf of the Government Department / Agency for all activities
including monitoring the reports (e.g., usage, security, SLA,), raising (or escalating) tickets /
incidents and tracking the same to resolution and submit report to SUDA.
 Prepare a comprehensive O&M plan for managing the cloud services and keep it updated
with any changes during the course of the project.
Create and maintain all the necessary technical documentation, design documents, standard
operating procedures, configurations required to continued operations and maintenance of cloud
services.
Resource Management
 Adequately size the necessary compute, memory, and storage required, building the
redundancy into the architecture (including storage) and load balancing to meet the service
levels (cloud services) mentioned in the RFP and the application service levels.
 While the initial sizing & provisioning of the underlying infrastructure (including the system
software and bandwidth) may be carried out based on the information provided in the RFP,
subsequently, it is expected that the MSP, based on the growth in the user load (peak and
non-peak periods; year-on-year increase), will manage the scale up or scale down of
compute, memory, storage, and bandwidth to support the scalability and performance
requirements of the solution and meet the SLAs.
 Carry out the capacity planning in advance to identify & provision, where necessary, the
additional capacity to meet the user growth and / or the peak load requirements to support
the scalability and performance requirements of the solution.
 The scaling up / scaling down (beyond the auto-scaling limits or whenever the auto-scaling
limits have to be changed) has to be carried out with prior approval by the Government
Department / Agency. The MSP shall provide the necessary details including the sizing
calculations, assumptions, current workloads & utilizations, expected growth / demand and
any other details justifying the request to scale up or scale down.
 Manage the instances of storage, compute instances, and network environments. This
includes department-owned & installed operating systems and other system software that
are outside of the authorization boundary of the CSP. CSP is also responsible for managing
specific controls relating to shared touch points within the security authorization boundary,
such as establishing customized security control solutions. Examples include, but are not
limited to, configuration and patch management, vulnerability scanning, disaster recovery,
and protecting data in transit and at rest, host firewall management, managing credentials,
identity and access management, and managing network configurations.
 Provisioning and configuring their implementation of storage and virtual machines that
allows for the MSP to launch and terminate cloud instances, change firewall parameters,
and perform other management functions. Upon deployment of virtual machines, the MSP
has to assume full administrator access and is responsible for performing additional
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configuration, patching, security hardening, vulnerability scanning, and application

installation, as necessary.
 For the underlying system software (procured under platform as a service), the CSP shall
provide the Annual Technical Support (ATS) from the OEM during the entire period of the
contract.
User Administration
 Implement Identity and Access Management (IAM) that properly separates users by their
identified roles and responsibilities, thereby establishing least privilege and ensuring that
users have only the permissions necessary to perform their assigned tasks. (Only relevant if
IAM is getting implemented)
 Administration of users, identities and authorizations, properly managing the root account,
as well as any Identity and Access Management (IAM) users, groups and roles they
associated with the user account.
 Implement multi-factor authentication (MFA) for the root account, as well as any privileged
Identity and Access Management accounts associated with it.
Security Administration and monitoring Security Incidents
 The solution should offer application control, user based control, host profile, threat
prevention, Anti-virus, file filtering, content filtering, QoS and scheduling capabilities in DR
site.
 The solution should have provision to extend beyond the network, so that no application or
attached device should be trusted. Instead of monitoring for patterns or malicious
behaviours, or white-listing applications, an advanced endpoint protection should
persistently enforce the Zero Trust model on endpoints.
 End point Antivirus and Antimalware, zero day protection for all mission critical servers /
Virtual Machines
 The MSP shall procure and implement the following security solutions provided by third
party:
o Anti-Virus for the virtual machines
o Host Intrusion Detection System
o Web Application Firewall to help protect web applications from common web
attacks such as SQL injection or cross-site scripting
o SIEM to monitor the security incidents
 Should support creation of C&C signatures based on IP, URL and DNS and content based
AV signatures to block all the variants.
 Appropriately configure the security groups in accordance with the Government Department
/ Agency’s networking policies
 Regularly review the security group configuration and instance assignment in order to
maintain a secure baseline.
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 Secure and appropriately segregate / isolate data traffic/application by functionality using

DMZs, subnets etc.
 Ensure that the cloud infrastructure and all systems hosted on it, respectively, are properly
monitored for unauthorized activity.
 Properly implementing anti-malware and host-based intrusion detection systems on their
instances, as well as any required network-based intrusion detection systems in accordance
with the Government Department / Agency’s policies.
 Conducting regular vulnerability scanning and penetration testing of the systems, as
mandated by their Government Department / Agency’s policies.
 Review the audit logs to identify any unauthorized access to the government agency's
systems.
Backup
 Monitoring and enhancement of the performance of scheduled backups, schedule regular
testing of backups and ensure adherence to related retention policies.
 Ensuring prompt execution of on-demand backups of volumes, files and database
applications whenever required by SUDA or in case of upgrades and configuration changes
to the system.
 Real-time monitoring, log maintenance and reporting of backup status on a regular basis.
Prompt problem resolution in case of failures in the backup processes
 Files & Images: Frequency for full backups and incremental backups
 Databases and log files: Frequency for full backups and incremental backups
 Off-site backup requirement that still meets the prescribed RTO requirements>
 Restoration timeline requirements: e.g., initiate a minimum of 99 percent
 Files & Images: Retention timelines of inactive versions of the backups
 Databases & log files: Retention timelines of inactive versions of the backups
 Preservation and Retention of Data [required for certain domain specific projects]
 Backup will schedule on daily, weekly, Monthly and Yearly Basis. Selected Vendor will
maintain 3 consecutive year backup in tape.
 The 3-2-1 backup rule is a revered and time-honoured backup strategy. The 3-2-1 backup
strategy simply states that you should have 3 copies of data (production data and 2 backup
copies) on two different media (disk and tape) with one copy off-site for disaster recovery.
 Configure, schedule, monitor and manage backups of all the data including but not limited to
files, images and databases as per the policy finalized by Government Department /
Agency.
 Administration, tuning, optimization, planning, maintenance, and operations management
for backup and restore;
 Provision capacity for backup and restore, as required
 Perform backup on the next scheduled backup window in case of any scheduling conflicts
between backup and patch management.
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Usage Reporting and Billing Management
 Track System Usage and Usage Report

 Monitoring, managing and administering the monetary terms of SLAs and other billing
related aspects.
 Provide the relevant reports including real time as well as past data/information/reports for
the Government
 Track system usage and usage reports
 Provide relevant reports including real time as well as past data/information/reports for user
Departments
 Summary of resolved, unresolved and escalated issues / complaints
 Logs of backup and restoration undertaken report
 Component wise Virtual machines availability and resource utilization report
 Consolidated SLA / Non- conformance report
 Any other activity associated with Reporting Services
 CRUD Operations: MSP to Create, Read, Update, Delete, users based on roles & rights
defined by User Department
 Prepare Monitoring Reports
 Prepare SLA Reports
 Prepare Backup Reports
 Prepare VMs Status report
 Provisioning /De-provisioning of VMs
 Creating templates for VMs
 Make changes in configurations for user administration
Disaster Recovery
 Proper handling of application failure within the primary data centre and the disaster
recovery site
 In addition to the production environment, the MSP is responsible for Disaster Recovery
Environment and the associated services so as ensure continuity of operations in the event
of failure production environment and meet the RPO and RTO requirements. However,
during the change from DC to DRC or vice-versa (regular planned changes) there should
not be any data loss.
 Sizing and providing the DC-DR replication link so as to meet the RTO and the RPO
requirements.
 Conduct DR drill for two days (for the Department’s environment) at the interval of every six
months of operation wherein the Primary DC has to be deactivated and complete operations
shall be carried out from the DR Site. However, during the change from DC to DR or vice-
versa (regular planned changes), there should not be any data loss and should meet the
RTO and RPO requirements. The MSP shall clearly define the procedure for announcing
DR based on the proposed DR solution. The MSP shall also clearly specify the situations in
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which disaster shall be announced along with the implications of disaster and the time frame
required for migrating to DR. The MSP shall plan all the activities to be carried out during
the Disaster Trial and issue a notice to the Government Department/Agency at least two
weeks before such trial.
 Setup and configuration of VMs, Storage, Network, Database, etc. at DR site meeting RPO
and RTO requirements of the User Department
 Replication tool and mechanism between DC and DR site
 Network connectivity from User Department to DR site
 Define the procedure for announcing DR based on the proposed DR solution.
 Clearly specify the situations in which disaster shall be announced along with the
implications of disaster and the time frame required for migrating to DR.
 Automated switchover/ failover facilities (during DC failure & DR Drills).
Data Security and Standards Related changes:

 Department is the sole owner of data and the selected bidder/ Managed Service Provider
must ensure that the citizen data must not be tampered/stolen by the company or any of its
employees.
 Security must be an important design consideration. Selected Managed Service Provider
shall adhere to follow prevailing standards and government of Chhattisgarh guidelines.
 Selected Managed Service Provider shall assist in Security Audits and when applicable, will
rectify the errors raised in security audits. Cost of Security Audit will be borne by Selected
Bidder.
 Security related Design Considerations: The system must address following:
o Authentication
o Authorization
o DoS attack
o SQL Injection
o Data Tampering and other ways to security threat
Role Based Access Management and Data Access Restrictions:

System functionality access will be provided at the role and location level. In order to restrict
the information access, system will ensure user will have access to the information he/she is
entitled to. System should be secure and feature an intelligent Log-in & Log-out facility. The
same user should not be able to Log-in simultaneously at different machines.
Audit Trail and System Logs:

Audit trails and System logs with reference to all application and database users and
respective activities should be available at all the time. The selected agency must ensure that
Audit trails should not be deleted or tampered.
7.2.5. Engagement/Training, Facilitation and End-to-End operation of Mitaan Field
Executives and Call centre Executives and their Coordination team.
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i. MSP shall have to hire, train and deploy sufficient number of Mitaan Field Executive in all
Project delivery locations, in order to provide the service as per SLA and other requirement
of the RFP/contract.
ii. MSP shall also provide sufficient number of supervisors to oversee the functioning of Mitaan
Field Executive. MSP should also deploy sufficient supervisory staff (at least 1 over 30/35
Mitaan Field Executive). Supervisory staff would be monitoring the movement of all the
Mitaan Field Executive. The office space for supervisory staff would be provided by MSP. In
case there is any delay in reaching the specified location as per the defined timelines or the
supervisory staff will then ensure the availability of replacement Mitaan Field Executive
within the timelines.
iii. MSP to provision for 2 sets of uniform with cap and 2 pairs of warm cloth to all Mitaan Field
Executive every year or when required.
iv. Managed Service Provider is advised to carry out the field study to estimate the tentative
volume of home delivery transactions and understand the quantum of services to be
provided
v. Managed Service Provider shall engage the number of Call Centre Executive, Call Centre
Supervisors, Mitaan Field Executives, Mitaan Supervisor depending on the requests
received. The number of Call Centre Executive and Mitaan Field Executives should be
proportionate to the request received and in no case, there should be any delay in the
service for want of Mitaan. The number of Call Centre Executive and Mitaan Field
Executives to be engaged shall be decided in consultation with SUDA for optimum level of
services to be delivered to Citizens without any delay.
vi. All the resources must be trained before deployment. Call Centre Executive and Mitaan
Field Executives should be trained on relevant Applications, Procedures, Services.
vii. The selected bidder shall ensure that all Call Centre Executive and Mitaan Field Executives
are provided access to Frequently Asked Questions and other training materials related to
the services which may be periodically updated by the SUDA/Line Departments. The
selected bidder shall prepare demonstrative guides for the Mitaan and upload on the
application for reference in case of any trouble in service delivery. The documents should
preferably in Hindi language.
viii. In case of non-performance of any Call Centre Executive and Mitaan Field Executives,
he/she may be asked to be replaced by SUDA. Metrics for performance measure shall be
provided by SUDA and has to be regularly tracked via application.
ix. The selected bidder shall deploy appropriate resources onsite for Liaising with the Call
Center, Line departments and Mitaan.
x. At any point of time, SUDA has right to issue revised Guideline regarding Mitaan agents to
improve the efficiency or to address the complaints of citizens with reference to delivery of
services.
xi. Key guidelines for engagement of Call Centre Executive and Mitaan Field Executives
 All Mitaan Field Executives deployed shall be equipped with smart phone/Tablet along
with specified hardware for biometric other authentication if required. The device should
also have mobile voice, data connectivity for access to the service registration websites.
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 Mitaan Field Executives will have to visit multiple times, if required, for fulfilment of a
service. There won't be any additional fee paid for multiple visits.
 All the Call Centre Executive and Mitaan Field Executives should be minimum
qualification of (10+2) + Diploma/Degree, with Computer Knowledge. Call Centre
Executive and Mitaan Field Executives should be able to do Data entry in English with
100% accuracy.
 All the deployed resources should be able to speak in Hindi and Chhattisgarhi and
should preferably be able to understand basic English. The Call Centre Executive and
Mitaan Field Executives should not have any Police cases registered against them.
 All the Mitaan Field Executives should have a valid 2 Wheeler Driving License, vehicle
and insurance documents along with safety gears such as helmets for performing the
services.
 Deployed Mitaan Field Executives must be in a single dress code, as decided by SUDA.
Providing the dress/uniform would be under the scope of bidder.
 Mitaan Field Executives may also be required to deliver/disseminate the IEC materials of
various State and National flagship missions as and when required. The IEC materials
would be provided by SUDA.
 Mitaan Field Executives needs to deliver the Citizen Service License, Certificate,
documents, etc in a printed folder which would be designed and printed by Selected
Bidder as approved by SUDA.
7.2.6. Supply and Installation of IT Hardware, software, Licenses

i. MSP will be Procuring and providing necessary IT infrastructure consisting of hardware
equipment’s (Server, System software, Database Server,), RDBMS, Firewalls, Security
Systems, operating systems for application deployment and implementation. The Entire IT
Sofware and Licenses for Mitaan Application Platform should be procured in the Name of
“SUDA, Government of Chhattisgarh” (but must be maintained by MSP till project closure).
ii. System Software and licenses such as Database, Operating System, Middleware, etc.
required for successfully running the solution should be latest & should be Perpetual in
nature.
iii. Application Software as per required specifications
iv. Installation, configuration &integration of every component and subsystem component, for
functioning of the solution, integration with IT infrastructure consisting of Computer, Printers,
Scanners, etc. for end users of the system.
v. Supply of geo-referenced Digital Maps / use online maps web services for location-based
services features and mark Chhattisgarh state area on the map which helps the Citizen and
Mitaan agents to visualize the area of operation. The same map features has to be
extended to CCC and all possible places in the program viz. Mitaan field agent application,
web portal, citizen app and Admin app and portal
vi. All hosting IT Infrastructure and Software provisioned under the scope shall be hosted in the
any of the MeitY empanelled Cloud Service Provider. MSP to deploy sufficient number of
licenses, servers, VMs etc to meet the SLA and fulfil all requirement of the RFP/Contract.
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vii. All other services including hardware, software and network needs to be provisioned by
MSP.
viii. Other IT Hardware and software
a. MSP has to provision at least one Smart Mobile phone (Android or IOs based) or
Tablet for Mitaan Field Executive. MSP shall also provision sufficient number of Smart
Phone/Tablet in spare.
b. Also, MSP has to deploy all required software at edge devices like Call Agents
desktop, Mitaan agent Mobile Phone/Tablet required to fulfil the requirement
mentioned to meet the SLA in this RFP/contract.
7.2.7. Testing and Commissioning

i. Commissioning & Acceptance Testing shall involve the completion of the supply and
installation of the required components and making the Mitaan service available for SUDA
for carrying out live Operations and getting the acceptance of the same from SUDA.
ii. A staging environment similar to production environment need to be created by MSP for
testing and bug finding before releasing new build/patch in production
iii. MSP should ensure below activities before deploying build/patch in production
environment:
 All stakeholders should be informed about planned releases in advance
 Message to be displayed in portal and mobile application during release/downtime
 Build release packages for the deployment must be approved
 Monitor, Control, and Report the changes done
MSP must submit the test report for the build, where testing needs to be conducted by an
identified QA partner.
 Deploy the release as per release guidelines
iv. Acceptance testing shall be carried before the commencement of Live Operations.
7.2.8. Configuration of Standard Operating Procedures (SOPs)
MSP to integrate and automate Standard Operating Procedures (SOPs).Scenarios specific SOPs like
Document collection and Application, Cases pertaining to Incomplete Document/data, cases
Pertaining to rejection by Nodal departments, cases pertaining to loss of Documents by Mitaan Agent,
Cases Pertaining to Non-identification of Application Address shall be developed and approved by
SUDA/Line department and configured and managed in all Mitaan Systems by MSP.
All SOPs should be maintained in knowledge repository and need to be updated by system integrator
as per changing scenario or amendment in processes from time to time.
7.2.9. Logistic/Transportation service for Mitaan Agent

MSP has to provide necessary Logistic/Transportation service to enable Mitaan agent for unrestricted
movement at the door step of citizen.
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7.2.10. Connectivity
The MSP is required to provision the following network links:
i. Internet Leased Lines at Data Centre from two different service providers (bandwidth to be
estimated by the MSP)
ii. Connectivity between Data Centre/DR and CCC
iii. 2 PRI lines from two different service providers
iv. SIM Cards with data connection for all Mitaan agents
7.2.11. Service Operations and Maintenance

All services mentioned below for a period of 3 years from the date of Go-Live.
 All Software Operation and Maintenance including Manpower for the same.
 CCC Operation and Maintenance including all IT, Non IT Infrastructures, Software,
Applications and Manpower.
 Cloud Hosting service for all Application and software to be used by MSP for this Project.
All the operational expenses would be borne by the MSP. These operational expenses may include
but not limited to Salary of staff, fuel, maintenance expenses, accidental expenses, insurance
expenses etc.
7.2.12. Documentation
All documentation generated during design, development, installation and commissioning phase
shall be made available to the SUDA by MSP. Indicative list of documents includes:
i) Project Commencement: Project Plan in MS Project giving out micro level (L2/L3 level) activities
with mile stones & deadlines.
ii) All the asset provided in the project should be maintained in asset register and to be updated
from time to time.
iii) MSP needs to submit following documents but not limited to as a part of deliverable:
 Functional Requirement Specification,

 System Requirement Specification
 Requirement Traceability Matrix
 Solution Architecture and design document
 Database design document
 Test Plan
 Final Test scenarios
 Training Plan
 Training Content
 Go-Live Report
iv) SOP document: MSP needs to provide Standard Operating Procedure (SOP) w.r.t. event
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types, solution wise etc. These SOPs to be updated from time to time to increase overall
solution effectiveness and efficiency
v) Delivery of Material: Original Manuals from OEMs, Delivery Challan.
vi) User and Administrative manuals for application software: The MSP shall be responsible for
providing the same to the department in two copies both in soft and hard format (in both
English and Hindi)
vii) Drawing, Installation Reports and UAT reports.
7.2.13. Capacity Building and Training:

The capacity building and training requirement will be focussed on ensuring acceptance and
adoption of the new Mitaan ecosystem and associated information system by the MSP employees
and the employees of Line Departments.
As per the envisaged service delivery model, the manpower/Human resource to be involved in
Service delivery can be broadly categorised into:
Type of Organisation Type of Employees Categories of Employees

Government Department Line department like  Verifiers, Approvers
Manpower Revenue, Panchayat, UAD,  Senior Administrator
Transport etc
MSP Manpower  Mitaan Agents

Field level Staff
Call centre staff
 Call Centre Agents
Technical staff Master Trainer
 Help Desk Agents
Type of Organisation Type of Employees Categories of Employees
Government Department Line department like  Verifiers, Approvers
Manpower Revenue, Panchayat, UAD,  Senior Administrator
Transport etc
MSP Manpower Field level Staff  Mitaan Agents

Call centre staff  Call Centre Agents
Technical staff  Master Trainer
 Help Desk Agents
i. The primary stakeholders who shall be provided Training by MSP are:
1. Government Department Manpower
A. Training of Change Agent: Training is a very important component of any paradigm shift.
As part of this activity, Change Agents in each stakeholder department shall be identified so
that the future requirements for training and workshops can be handled internally to an
extent. These Change Agents shall be trained regularly by MSP.
B. Training for Service Owner Department on existing Applications
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Since the Line department Officers will continue using the existing IT system of eDistrict, NIC
etc for Processing the Service requests of Citizen, no additional system training is required
for these cases.
However, since it is emphasised that the Service requests of Citizen initiated from Mitaan
System shall be taken into priority by line departments a Sensitization regarding the same
shall be communicated to line departments through senior administrators.
C. Senior Management (IAS & State Civil Services Officers)

Also, a dashboard for District Collector, Municipal Commissioners/ULB heads and Line
department Heads is proposed to be developed in Mitaan Project, therefore a ½ day session on
Project Dashboard will be conducted.
2. MSP Manpower
A. Mitaan Field Executive:

A two-day training session shall be part of capacity building exercise for Mitaan Field Executive
Day 1: It will cover following:
a. On services type, document requirement and govt processes
b. Behavioural aspects for citizen interaction

a. Technical Training
 Efficient use of mobile devices in field.
 Mitaan Application Platform covering data, document and fees requirement of services.
The training session shall be followed by an Assessment Test covering all above training topics.
The Mitaan agent shall be deployed only on successfully scoring numbers above the threshold
marking.
B. Call Centre Executives:

A two-day training session shall be part of capacity building exercise for Call Centre Executive.

a. On services type, document requirement and govt processes
b. Behavioural aspects for citizen interaction

a. Technical Training on usage of IT hardware of Call Centre
b. Efficient use of CRM, Appointment System.
The training session shall be followed by an Assessment Test covering all above training topics.
The Mitaan agent shall be deployed only on successfully scoring numbers above the threshold
marking.
C. Help Desk Agents
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A 1 day training session for Help desk agents on efficient use of Ticketing/incident reporting tool,
communication to concern authority shall be done.
ii. MSP to develop all Training Course require for above mentioned training
 The training would teach end users how to use the new system in the context of the new
roles and business processes. This comprehensive and effective approach to training would
enable the trainees to be productive with the new processes, tools and system
 The training content should cover.
✓ Course Presentation (PowerPoint)
✓ Instructor Demonstrations (Application training environment)
✓ Computer Based Training (CBT)
✓ Hands-on Exercises (Application training environment)
✓ Application Simulations
✓ Course Evaluations
✓ Course Feedback
7.3. Key Manpower requirements
The selected bidder must deploy the following number of resources (minimum) to carry out above
mentioned activities. Minimum Number of resources to be deployed for Management, Technical
Support and Coordination Team:
Sr Resource Implementation period (5 Operation and Maintenance

No. Months) Phase (3 Years/36 Month)
Minimum Minimum Minimum Minimum
Number of Deployment Number of Deployment
Resources Resources
Manpower for Technical Support
and Maintenance
1. Project Manager 1 100% 1 100%
2. Deputy Project 1 50% 1 100%

Manager-Human
Resource
Manager cum
Trainer
3. Solution Architect 1 100% Not Applicable Not Applicable
/ Technical Expert
4. System Admin - 1 100% Not Applicable Not Applicable
(Cloud &
Infrastructure)
5. Technical Expert 1 100% 1 25%
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Sr Resource Implementation period (5 Operation and Maintenance

No. Months) Phase (3 Years/36 Month)
– GIS
6. Business Analyst 2 100% Not Applicable Not Applicable
7. Data 1 50% Not Applicable Not Applicable
Scientist/Data
Analytics Expert
8. Database 1 100% 1 100%
Administrator
9. Software 2 100% 1 100%
Developer
10. Helpdesk Field Not Applicable Not Applicable 4 100%
Executives
Other Manpower
11. Call Centre Not Applicable Not Applicable 5 at any point of 100%
Executives time during
operation hours
(MSP to increase
number of
resources as per
Project
requirement and
to meet SLAs)
12. Call Centre Not Applicable Not Applicable MSP to deploy of 100%
Supervisors cum resources as per
Trainer Project
requirement and
to meet SLAs
13. Mitaan Field Not Applicable Not Applicable MSP to deploy of 100%
Executive Team resources as per
Leader cum Project
Trainer requirement and
to meet SLAs
14. Mitaan Field Not Applicable Not Applicable MSP to deploy of 100%
Executives resources as per
Project
requirement and
to meet SLAs
Apart from above resources MSP to deploy sufficient Support staff like Software tester, Call Centre
Agent Supervisor etc for smooth functioning of Project.
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All above resources other than Database Administrator shall be required to deploy Onsite and
should operate from Project Office of MSP during the above mentioned deployment period and
phase of Project. In case, the Database Administrator is asked to be available either in the project
office or SUDA or any other location as directed by SUDA for the project purpose, all costs
associated for the presence of the Database Administrator towards travel, lodging, boarding and etc
shall be borne by the bidder.
7.4. Roles and Responsibilities:
a. Responsibilities of SUDA
SUDA is the implementing agency and primarily responsible for all regulatory and program
management and project monitoring responsibilities as given below:
i. Constitute the Governance and Project Management Structures as required for

implementation and rollout of Mitaan Platform.
ii. Continuous monitoring of Program Management Unit and evaluate the performance
of the same on regular intervals.
iii. End-to-end management of Mitaan initiative for government citizen centric services
iv. Review of functional specifications, test documents, acceptance plant, project plans,
architecture related to Mitaan platform
v. Project evaluation and SLA monitoring and clearance of invoices raised by the
Selected Agency on time.
vi. Perform validation of all the deliverables with regards to Mitaan platform.
vii. Continuous monitoring of the project and evaluate the performance of the same on
regular intervals.
viii. Facilitate to issue of relevant Government Orders and guidelines with respect to any
reforms or Business process reengineering with defined Standard operating
procedures (SOP).
ix. Appoint 3rd party agencies for SLA audit, performance audit or any other audit as
required.
x. Strive to get necessary Government Orders for higher adoption of Mitaan platform
and on- boarding of services.
xi. Do all necessary liaisons with Government Departments, SUDA, NIC, MeitY, external
entities (TRAI, NPCI, RBI etc.) and Selected Agency etc.
xii. Approve design of Uniform, Branding/marketing design/content,
b. Responsibilities of Managed Service Provider

The roles and responsibilities of the Managed Service Provider shall be as follows:
i. The Selected Agency is responsible for development & services on-boarding and
operations &maintenance of the Mitaan backend processes, core components and
on-boarded services/ applications as mentioned in this RFP and to comply with all
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necessary standards and regulations.

ii. Responsible for integration/updates/modification of department services with core
components
iii. Responsible for integration/updates/modification in core components.
iv. Selected Agency shall create the funnel of new departments and services which
can be on-boarded on Mitaan platform, same shall be presented and discussed
with SUDA team.
v. Selected Agency shall perform the end to end testing which includes Performance
testing, integration testing, unit testing etc.
vi. Selected Agency shall conduct or organise the meetings with departments for
various activities. Meeting can be related to on-boarding of services, follow ups,
issues, demonstrations etc.
vii. Selected Agency shall provide the manpower for the backend support for the
duration mentioned as per contract term.
viii. The Selected Agency shall provide multilingual support and APIs as per
requirement.
ix. Mitaan platform shall be hosted on DC and DR site in the MeitY empanelled cloud
service provider on hot standby mode so that in case of a failure at DC the
operations of Mitaan platform shift to DR site without affecting the availability of
platform.
x. Responsible for day to day operation of the Mitaan platform including reporting,
issue resolution, enhancements etc. pertaining to the Mitaan platform.
xi. Responsible for creating APIs for department for enablement on Mitaan platform
and deployment on department servers.
xii. Responsible for creation of APIs for external entities/third parties.
xiii. Documentation and publishing of integration APIs on the Mitaan web portal.
xiv. Auditing, Compliance & Certifications shall be managed by Partner and few of the
guidelines are as below.
xv. Responsible for compliance of the platform to various guidelines & regulations
(e.g. RBI’s mobile banking & payment guideline, TRAI’s Bulk SMS Guideline).
xvi. Provide necessary help to SUDA for various certifications which are mandatory for
smooth functioning of Mitaan.
xvii. The Selected Agency shall create and take a sign-off on the documents required
at various stages of SDLC including SRS,FRS (Functional Requirement
Specification) during Mitaan development and maintenance and support. It shall
be also responsible for regular updates of the documents as and when required.
xviii. Conduct training to help government departments to enable mobile services for
the respective departments so as to generate maximum benefit out of the mobile
governance initiative.
xix. Shall undertake all the tasks related to hosting, deployment and operation for
smooth functioning of Mitaan platform on MeitY empanelled cloud service
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“RFP
provider, with due permission from SUDA.

xx. Shall provide all the information related to network
network infrastructure, internet
connectivity, power backups for smooth functioning of the Mitaan platform on
MeitY empanelled cloud service provider.
xxi. Responsible for establishing Call Centre for any ticket/issue etc. raised
xxii. Work closely with SUDA to manage day day to day relationship with telecom operator,
financial institutions, Payment Partners such as BBPS partners, other important
government departments and any other external entity as identified by SUDA for
operationalize and management of the platform.
xxiii. dinate with Payment Gateway and Banking partners for all Payment services
Coordinate
like Net- banking, Credit cards, Debit cards, IMPS, Telco Wallets etc.
xxiv. Liaison with Payment Gateway and Banking partners and manage all necessary
day to day coordination with them.
xxv. Reconciliation
econciliation and publishing of reports after reconciliation of transactions
(financial and non-
non financial data) to all stakeholders.
xxvi. . Manage FAT (Functional Acceptance Testing) of Core and all the departmental
services, load testing and performance testitesting.
ng. The MSP has to identify the QA
Partner who is responsible for the testing activity and produce the documentary
evidences of carrying out the testing for Mitaan project.
FAT - QA Expectations
xxvii. Facilitate department team to promote Mitaan on their ch channels such as

department website, mobile applications etc.
xxviii. Shall be responsible for getting all necessary sign offs and approvals from
Government Departments.
xxix. Team has to manage the department escalation matrix which must include
technical and business SPOC
SP details.
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c. Integrating Departments
Indicative responsibilities of the integrating departments where Selected Agency shall coordinate
along with SUDA are listed as below:
i. Appoint single point of contact to work with SUDA/Selected Agency.
ii. Classify services within the integrating department based on the back-end
availability of API and e-Gov enablement.
iii. Arrangement and Manageability of Servers for APIs created by Mitaan on behalf
of departments.
iv. Classify services based on guidelines from SUDA for Mitaan Mobile App and other
channels.
v. Service identification and scope finalization, specifications and all necessary sign
off of services for enablement on Mitaan Platform.
vi. Participate in discussion with Selected Agency to select appropriate templates for
services.
vii. Identify the API availability of services and create and approve the specifications
for the service.
viii. Integrate with the Mitaan platform using the Mitaan API and the department API
for transfer of data.
ix. Test services and approve the services to on-board on Mitaan.
x. Facilitate for the promotion of Mitaan System on department websites.
7.5. Project Timeline and deliverables
The Project tenure is divided in two Stages:

i. Stage I-Project Implementation and Rollout
ii. Stage II-Operation and Maintenance
Phases and Timeline
Stages Deliverables
Activities (in days)
Contract Signing T Master Agreement
 Project Plan
Requirement Phase T+20  Business Requirement
Stage I-Project Document
Implementation and
Rollout  Functional & System
Requirement Specification
Design Phase T+45 document
 Requirement Traceability
Matrix
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Phases and Timeline

Stages Deliverables
Activities (in days)
 Low level Design document
 High Level Design document
 Training Plan
 Test Plan
 UAT Scenario
 Training Material
Specifications & Design of
Data Center, DR
Development and
T+ 100  Setup of application on the
Deployment Phase
Data Center, DR
 Report on Operationalization
of Call Centre
 Application Deployment and
(UAT)Test Results
 Service Integration UAT

 Solution Acceptance from
Client
 SLA Configuration Report
Integration of services
and Go-Live in all 14 T+150  User Manuals and System
ULB Manuals
 Go-Live Certificate indicating
readiness for roll-out with
trainings
 Pending Issues in the system,
Dependencies
 Exit Plan (in 180 days) and
updates as per RFP.
3 years
Stage II-Operation Operations &  SLA Report for each quarter
from date
and Maintenance Maintenance Phase  Manpower Availability Report
of Go live
 Monthly Transaction report
Note: 1. Project will be considered as Go-Live when number of services directed by SUDA are
successfully integrated along with completion of all phases of Stage I-Project Implementation and
Rollout
2.Integration of services: MSP has to update the Functional & System Requirement Specification
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document and Requirement Traceability Matrix document after each integration
MSP should complete all the activities within the defined timelines as indicated above. The MSP will
be eligible for the payment based on the completion of activities and approval of the relevant
deliverables.
7.6. Acceptance Criteria and Procedure

The successful completion of the project requires the acceptance by concern authority on all the
deliverables prepared and delivered pursuant to the System. Upon completion of a deliverable, MSP
will notify authority in writing that the deliverable has been completed and, in the case of deliverables
constituted of software and/or equipment (“Operational Deliverables”), tested and/or certified as
being ready for acceptance (“Ready for Acceptance”) by Authority.
After receiving such notice, authority will evaluate the deliverable for acceptance in accordance with
this clause or specific provisions provided in the RFP/Contract. The acceptance process outlined
below shall not be deemed to extend the Timelines / scheduled completion date for any Deliverable
specified in the Contract.
Acceptance by authority requires that the deliverables be confirmed in writing by authority to meet
applicable acceptance criteria (“Acceptance Criteria”) which, in the case of Operational Deliverables,
will include the successful completion of agreed acceptance and performance testing and, in the
case of the system as a whole, will include meeting the specifications, performance standards and
functional requirements set out in the RFP/Contract. In the case of Deliverables that are component
parts of the system, in addition to acceptance of the component deliverables, the system will also be
subject to acceptance in its entirety.
MSP shall prepare and propose the test procedures, which shall be described in the acceptance
criteria for each deliverable and shall be subject to agreement by authority. While designing the
acceptance test procedures the requirements as mentioned in the RFP need to be adhered.
The acceptance tests and test procedures shall be sufficiently broad in scope and rigorous so as to
verify that the system and all other deliverables meet all applicable specifications, acceptance criteria
and performance requirements, including assurance that the deliverables and the system meet such
tests of operational integrity as may be reasonably required by authority. In the case of the system,
the Acceptance tests shall consist of unit tests and/or a system test.
7.7. Milestones and Payment Criteria

The Project cost will be divided in the Capital Cost and Operation & Maintenance Cost. The
applicable Payment based on completion of various milestones is defined below:
Milestone Milestone Payment Payment Criteria

No.
Implementation Phase
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No.
1 Completion of all
10% of A1 of Capital
activities as defined till
Requirement Phase Cost as per Form 28 Fin
this Phase in RFP and
Form 1
acceptance of SUDA
2 14% of A1 of Capital Completion of all
Cost as per Form 28 Fin activities as defined till
Design Phase
Form 1 this Phase in RFP and
acceptance of SUDA
Development and Deployment Cost as per Form 28 Fin activities as defined till
Phase Form 1 this Phase in RFP and
acceptance of SUDA
Cost as per Form 28 Fin activities as defined till
Go-Live in all 14 ULB
Form 1 this Phase in RFP and
acceptance of SUDA
5 Updation of FRS and
Integration Mitaan Application Per Service Capital Cost
SRS and Completion of
Platform-Integration Cost Per as quoted in A2 as per
UAT of Integrated
Service Form 28 Fin Form 1
service
Operations & Maintenance Phase

6 Completion of respective 3% of the Capital Cost
quarter’s operation & of A1 per Form 28 Fin
maintenance as per Form 1 per quarter in 12 None
requirements of the RFP Quarters after Go Live
7 Data Centre & DR (Cloud 8.33% of the A3 per

Hosting and Backup) and Form 28 Fin Form 1 per  SLA Report for
Manpower for Technical Support quarter after Go-Live each quarter
and Maintenance as per section (Upto 100% in 12
 Manpower
7.3 of RFP Quarterly charges. Quarters)
Availability Report
8 Service Fee for Per Successful On Actuals (quoted in

Transaction(s) B1 as per Form 28 Fin  Monthly
Form 1 per quarter) as Transaction report
per Note no 1 below
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“RFP

No.
9 All Licenses and Software 12.5% of the B2 as per  SLA Report for
Annual Maintenance Cost for 4th Form 28 Fin Form 1 per each quarter
and 5th years after Go
Go-Live quarter
Quarterly charges
Note:
1. Payment will be subject to the Penalty if any
2. Payment for Milestone 7 will be based actual Manpower Availability Report
3. Payment for Milestone 5 Integration Mitaan Application Platform-Integration

Integration Cost Per Service
milestone will be released as and when the Integration of service is complete and accepted.
4. Payment for Milestone 9 will be applicable only in case of extension for 4th and 5th Year.
7.8. Project Governance
ect Governance structure will be established for the execution and monitoring of the
A 3 tier Project
Project. The 3 tier Project Governance structure will comprise of Project management Office (PMO),
a Steering Committee and an Empowered Committee.
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Project Management office (PMO)

A Project Management office (PMO) will be set up during the beginning of the project. PMO will
include key persons from all relevant stakeholders including members of SUDA, PMU and other
officials/representatives by invitation. The PMO will be headed by Additional Chief Executive Officer
(ACEO) of SUDA. The operational aspects of the PMO need to be handled by the Managed Service
Provider (MSP) including maintaining weekly statuses, minutes of the meetings,
weekly/monthly/project plans, etc.
PMO will meet formally on a weekly basis covering, at a minimum, the following agenda items:
i. Project Progress
ii. Delays, if any – Reasons thereof and ways to make-up lost time
iii. Issues and concerns
iv. Performance and SLA compliance reports.
v. Unresolved and escalated issues.
vi. Project risks and their proposed mitigation plan
vii. Discussion on submitted deliverable
viii. Timelines and anticipated delay in deliverable if any
ix. Any other issues that either party wishes to add to the agenda.
There may be a need for more frequent meetings during the planning and implementation phases,
with the agenda including:
i. Module development status
ii. Testing results
iii. IT License and infrastructure procurement and deployment status
iv. Status of setting up/procuring of the Helpdesk, DC &DR hosting
v. Any other issues that either party wishes to add to the agenda.
Steering Committee
The PMO will be supervised by Steering Committee. The steering committee will consist of senior
stakeholders from SUDA, its nominated agencies and senior member of MSP. MSP will nominate its
Division/BU head to be a part of the Project Steering Committee. The Steering Committee will be
headed by Chief Executive Officer (CEO), SUDA.
The MSP shall participate in monthly Steering Committee meetings and update Steering Committee
on Project progress, Risk parameters (if any), Resource deployment and plan, immediate tasks, and
any obstacles in project. The Steering committee meeting will be a forum for seeking and getting
approval for project decisions on major changes etc.
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All relevant records of proceedings of Steering Committee should be maintained, updated, tracked,
and shared with the Steering Committee and Project Management Office by SUDA with support of
PMU and MSP.
During the development and implementation phase of the project, it is expected that there will be at
least fortnightly Steering Committee meetings. During the O&M phase, the meetings will be held at
least once a quarter. Other than the planned meetings, in exceptional cases, SUDA may call for a
Steering Committee meeting with prior notice to all members including MSP.
Empowered Committee
The Mukhyamantri Mitaan Yojana is envisioned as a project in which various departments will be
involved. To develop a well-defined conduit for inter-departmental collaboration, an empowered
committee will be formed. The Secretary, UAD, will chair this committee, which will be made up of
nominated members from all participating departments. The committee will convene at least once
every three months and will be in charge of making crucial decisions regarding interdepartmental
participation, support, and project expansion.
Project Monitoring and Reporting

SUDA and other stakeholders will receive written progress reports from the MSP at agreed-upon
intervals. The progress against the Project Management Plan, the status of all risks and issues,
exceptions, and issues, as well as potential resolutions, should all be included in the project status
report.
In addition to the scheduled meetings, a project status meeting may be arranged with prior notice to
the Bidder in extreme circumstances. SUDA maintains the authority to request project review reports
in addition to the standard weekly review reports from the MSP.
Risk and Issue management
The MSP shall develop a Risk Management Plan and shall identify, analyse, and evaluate the
project risks, and shall develop cost effective strategies and action plans to mitigate those risks.
The MSP shall develop an issues management procedure to identify, track, and resolve all issues
confronting the project. The risk management plan and issue management procedure shall be done
in consultation with SUDA.
The MSP shall monitor, report, and update the project risk profile. The risks should be discussed with
SUDA, and a mitigation plan be identified during the project review/status meetings. The Risk and
Issue management should form an agenda for the Project Steering Committee meetings as and
when required.
Change Management
Any changes to the scope of work and consequent impact on the SLAs shall be dealt in accordance
with the provisions of the Change Request after approval of the Steering Committee.
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Such changes during the term of this agreement will be requested, documented and negotiated in
good faith by both parties. Either party can request a change. Changes will be documented as an
addendum and subsequently, the Contract.
If there is any confusion or conflict between this document and the Contract, the Tender and its
addenda, the Contract will supersede.
A joint committee headed by a senior official of comprising of representatives of MSP and SUDA
along with other stakeholder or representatives of other department, in case required, shall be
formed to take decisions on requests for any changes from both the parties.
Procedure for requesting change
CCO/CIO at SUDA can request change in accordance with terms of this contract.
The change request procedure will be as follows:
 Identification and documentation of the need for the change.
 Analysis and evaluation of the Change Request by the committee
 Committee level discussion regarding impact of the change in terms of the estimated effort,
changed schedule, cost and the items impacted will be analyzed and documented.
 The committee shall approve or disapprove the change requested

.
Page 155 of 277

Section 8: SLA SERVICE LEVEL AGREEMENT
The usage and effectiveness of Mitaan platform and services is entirely dependent on the ability to
enable various services in a timely manner by providing while ensuring high availability and
performance. The service delivery parameters are defined in the subsequent sections.
Interpretation & General Instructions

a. Days means All Working and Non-working days (365 days in a year)
b. SLA would be reviewed on an annual basis along with the Corrective Action & Preventive Action
(CAPA) plan and would be revised if required.
c. During O&M phase, the SLA parameters shall be monitored on a monthly basis as per the
individual SLA parameter requirements. In case the service levels cannot be achieved at service
levels defined in the tables below, it shall result in a breach of contract and shall invoke
liquidated damages.
d. For any exceptions or SLA breach beyond the control of the MSP, the MSP may submit the RCA
along with a justification, which may be considered by Client and relaxation may be given from
penalty.
e. For certain incidents, RCA may be carried out by Client (or Client appointed agency).
f. Liquidated damages are mentioned as a percentage of certain components of cost:
 For the Implementation Phase related Performance Levels , the liquidated damages are
capped at 10% of Capital Cost of Bid as defined in the RFP.
 During O&M phase, liquidated damages are capped at 10% of the Operational Cost of
Bid payable for O&M phase.
g. If SLA penalty calculations exceed 15% of the quarterly payment for two consecutive quarters or
25% in any quarter, then Client may take appropriate action including termination of the contract
and invoking the Performance Bank Guarantee.
h. The MSP shall bring the necessary tools required to measure the SLA parameters mentioned in
this Agreement. The MSP shall be generating monthly SLA reports to Client. Client may appoint
a Third Party Agency to audit the performance, accuracy and integrity of the tools generating
SLA data and also review the monthly SLA reports for SLA penalty computation.
i. Operation and Maintenance (O&M) phase will not be applicable for 1st Quarter of O&M. Hence,
no Penalty will be applicable for 1st quarter of O&M.
j. If the MSP is getting penalized on two or more parameters because of one incident, then the
MSP may seek exemption from getting penalized on the parameters resulting in the least
amount of penalty. Client may exercise its discretion in granting such exemptions.
k. Each penalty point is equivalent to 0.1% of the Equated Monthly Fee payable to the MSP by
SUDA.
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l. Equated Monthly Fee is defined as Total Fee Payable to the MSP by Client for O&M phase
divided by 36 (months).
m. The Service Level agreements have been logically segregated in the following categories:
 Resource availability SLAs
 Implementation Phase SLAs
 Operations & Maintenance Phase SLAs
I. Resource availability SLAs
i. Penalty for non-deployment of resources/manpower:
Penalty in case of non- deployment of resources as mentioned below shall be levied, starting from
T:
S. No. Resource Type Penalty

1 Project Manager  No penalty for first 7 days from T
 Rs. 2000 /- per day of non-deployment for 6-15
days from T
 Rs 12000/- per day of non-deployment after
15 days from T
2 Other Named Resource  No penalty for first 7 days from T
mentioned in section 4.5  Rs. 1500 /- per day of non-deployment for 6-15
days from T
 Rs 6000/- per day of non-deployment after 15
days from T
Note: T is Project Start date
ii. Penalty for replacement of resources/manpower:
This penalty will be over and above penalty for non-deployment of resource/manpower
S. No. Resource Type Penalty
1 Project Manager  Rs. 200000/- Per replacement
2 Other Named Resource  No penalty for First replacement
mentioned in section 4.5  Rs. 150000/- Per replacement
Note:
 Replacement means resource deployed in project is different from resource proposed in
Technical Bid.
 In case SUDA instruct MSP to change any named resource, it will not be treated as
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replacement.
 In case Named Resource is permanently leaving organization (MSP) due to resignation or
retirement, SUDA may waive penalty at its own discretion.
iii. Penalty for non-availability of deployed resources/ manpower:
A maximum of 12 leaves per year (3 per quarter on prorate basis) shall be allowed for resource
deployed onsite for this contract/Project. In case resource needs to take off/leave from the duty, they
have to take due approval from Selected bidder (MSP) and the SUDA shall be informed and there
shall be no impact on the services being delivered and appropriate standby/replacement staff shall
be deployed. In case total number of leaves exceed the maximum allowed leaves, penalty as
mentioned below shall be levied during Implementation phase, starting from 30 days of issuance of
LoI:
Penalty for non-availability (absent) of deployed manpower during

Implementation Phase
S.
Resource Type Penalty
No.
1 Project Manager Rs 2000 /- per day of absence.
2 Other Named Resource
Rs 1500 /- per day of absence
mentioned in section 4.5
However, in case total number of leaves exceed the maximum allowed leaves during the O&M
phase applicable payment for days of absence based on rate quoted will be deducted on pro rata
basis.
II. Implementation Phase SLAs

Sr. SLA Parameter Definition & Target Service Level Liquidated
No Damages
1 Delay in any phase/milestone of Measured as the <=5 Days of 0.1% of the

Project Implementation and difference between timeline defined in Total Capital
Rollout as defined in RFP the planned RFP section 7.5 Cost for each
section 7.5 approved date for week delay or
the milestone and part thereof
the actual date of its
completion.
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III. Operations & Maintenance Phase SLAs
i. Service delivery
Definitions for Service delivery SLA of Operations & Maintenance Phase

a. Days means all Working and Non-working days (365 days in a year)
b. Hrs means all working and non-working hours.
c. “Incident” refers to any event/abnormalities that may lead to disruption in normal operations
of service delivery.
# Description of Measurement Measurement Breach Penalty

Service Item Methodology Frequency Level
Deviations MIS report of deviations Monthly >0 3 point per

1.
between actual where response time is incident in
visit time and beyond 12 hrs. monthly visit.
scheduled
visit(appointment
) time by
Mitaan Field
Executive.
Delay in online MIS Report of Monthly >0 3 point per
2.
submission of applications where incident in
Citizen’s service submission time of monthly visit.
request on documents is beyond 48 (beyond 48
Mitaan hrs. hours)and
Application after additional 1
completion of point for each
appointment. additional 24
hours. In case
of delay
attributable to
Department or
citizen, delay
won’t be
counted.
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Action on any Complaint Report by Monthly Replacement of

3.
fraudulent citizen on Mitaan field Mitaan field
practice/ Executive/Mitaan Executive/
misbehaviour Supervisor/Call Centre >1 Mitaan
complaint etc. Executive/ Call Centre Supervisor/
Supervisor deployed by Call Centre
the MSP. SUDA will Executive/ Call
monitor and enquire the Centre
performance of the Supervisor
same periodically. within 15 Days
Collection of Complaint report Rs 1,000 per
4. Monthly
additional fees instance+ return
(exceeding  SUDA will judge (exceeding
facilitation fee their complaint in facilitation fee
set by GOVT. this regard and >0 set by GOVT.
OF Chhattisgarh) their judgment will OF
from citizen by be final. Chhattisgarh) ,
Mitaan Field and FIR on
Executive or any Mitaan Field
other human Executive
resources immediate
deployed by the termination
MSP.
Loss of Original Complaint Report Monthly >0 Rs 500 per
5.
Document of instance + cost
Citizen and
responsibility of
making
duplicate
Original
Document.
Delay in delivery MIS Report of Monthly >0 3 point per
6.
of Certificate applications where incident in
/Final Output submission time of monthly visit.
documents to documents is beyond 48 (beyond 48
respective hrs from generation of hours)and
citizen after certificate /Final Output. additional 1
approval. point for each
additional 24
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hours. In case
of delay
attributable to
Department or
citizen, delay
won’t be
counted.
Rejection of Rejection report Monthly >0 Resubmission
7.
Application due of Service
to wrong request.
submission of In case of
Service request rejection after
or document by resubmission
Mitaan Agent. Rs 200 Per
Incident.
*if rejected for
any reason
attributable to
citizen, SLA
won’t be
counted
ii. Platform and DC/DR Availability and Technical Helpdesk SLAs
Definitions for Platform and DC/DR Availability and Technical Helpdesk SLAs of
Operations & Maintenance Phase
a. Days means All Working and Non-working days (365 days in a calendar year)
b. “Scheduled Maintenance Time” shall mean the time that the System is not in service due to a
scheduled activity as defined in this SLA
c. “Scheduled operation time” means the scheduled operating hours of the System for the
month. All scheduled maintenance time on the system would be deducted from the total
operation time for the month to give the scheduled operation time. The total operation time for
the systems and applications will be 24X7X365 (per year).
d. “System or Application downtime” means accumulated time during which the System is totally
inoperable within the Scheduled Operation Time but outside the scheduled maintenance time
and measured from the time a call is logged with the MSP of the failure or the failure is known
to the MSP from the availability measurement tools to the time when the System is returned
to proper operation.
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e. “Availability” means the time for which the services and facilities are available for conducting
operations on the system including application and associated infrastructure. Availability is
defined as: {(Scheduled Operation Time – System Downtime)/(Scheduled Operation Time)} *
100%
f. “Helpdesk Support” shall mean the Technical Helpdesk which shall handle Fault reporting,
Trouble Ticketing and related enquiries during this contract. Helpdesk support is to be
provided as per service window defined in this RFP.
g. “Incident” refers to any event/abnormalities in the functioning of the any of IT
Equipment/Services that may lead to disruption in normal operations of the Data Centre,
System or Application services.
Platform and DC/DR Availability
Sr SLA Parameter Definition & Target Measurement Service Level Penalty

# Frequency
1. Security Breach Incident Report Monthly >0 5% of

and/or loss of data Quarterly
Payment per
instance
(Quarter in
which
incident
happened)
2. Availability of Availability is defined Monthly Minimum For each
following High as: {(Scheduled 99.5% application, 3
critical Sub- Operation Time – measured on point per 1%
Applications System a monthly drop in
 eMitaan Web Downtime)/(Schedul basis monthly
Portal ed Operation Time)} availability
 eMitaan Mobile * 100% (beyond
Application Target >= 99.5% 99.5%) or
 CRM measured 24x7 part thereof.
 Appointment on monthly basis Total
System For CRM Target points
 Mitaan Agent >= 99.5% would be
Mobile measured 12x7 calculated
Application on monthly basis by adding
 Mitaan each
Application application’
Platform s points
3. Availability of Availability is defined Monthly Minimum For each
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# Frequency
other Sub- as: {(Scheduled 99.0% application, 1

Applications Operation Time – measured on point per 1%
 Dashboard and System a monthly drop in
Analytics Downtime)/(Schedul basis monthly
ed Operation Time)} availability
* 100% (beyond
Target >= 99.0% 99.0%) or
measured 24x7 part thereof.
on monthly basis Total
points
would be
calculated
by adding
each
application’
s points
4. Percentage of Response Time Monthly Target >= For each
transactions would be calculated 95% business application, 1
meeting the as time elapsed transactions point per 1%
prescribed between sending a over drop in
Response Time request from client to internet(broad transactions
for Business server and receiving band) to be not meeting
Transactions for the response completed the
following Response time of within 4 prescribed
applications: services to be seconds for all Response
 eMitaan Web measured at an applications Time
Portal interval of 30 except (beyond
 eMitaan Mobile minutes and Location 95%) or part
Application averaged monthly on Intelligence thereof.
 CRM 24x7 basis (for CRM Platform Total points
 Appointment on 12X7 basis) would be
System calculated by
 Mitaan Agent adding each
Mobile application’s
Application points
 Mitaan
Application
Platform
 Dashboard
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# Frequency
5. Percentage of Average Loading Monthly Target >= For each

transactions Time for a web 95% readings application, 1
meeting the application would be of Average point per 1%
prescribed calculated as Loading time drop in
Loading time for average of times per application percentage
all pages for taken by all pages of to be within 3 of
following web an application to seconds transactions
applications: load over not meeting
 eMitaan Web Over internet prescribed
Portal (broadband) Loading Time
 eMitaan Mobile . (beyond
Application Average loading 95%) or part
 CRM time to be measured thereof.
 Appointment at an interval of 30 Total points
System minutes and would be
 Mitaan Agent averaged monthly on calculated by
Mobile 24x7 basis (for CRM adding each
Application on 12X7 basis) application’s
 Mitaan points
Application
Platform
 Dashboard
Call Centre
1 Actual Call Success is defined Monthly 100% within 2 points for
Success as call not the defined each drop of
abandoned at switch target 1% of part
are successfully thereof
landing at call agent
or IVR as the case
may be, Target= 100
%
2 Call abandon rate Switch is over Monthly <3% within the 3 point for
at Switch loaded and caller defined target each drop of
disconnects before 1% or part
call is picked up at thereof
switch (Data based
on ACD), Target <
3%
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# Frequency
3 Average Speed to This is the waiting Monthly >95% calls 6 point for
Answer(ASA) time in Automatic attended by each drop of
Call Distributor Call Centre 1% or part
(ACD) queue after Executive
thereof
caller pressed within 10
prescribed digit to seconds after
talk or completion of caller pressed
IVR recorded prescribed
message to the Call digit to talk to
Centre Executive the Call
but before being Centre
answered by the Call Executive or
Centre Executive after
completion of
IVR
DC and DR
1 Availability/Uptime Availability (as per Monthly Availability for 10 point for
. of cloud services the definition in the Each of each drop of
Resources for SLA) will be provisioned 1% or part
Production measured for each resources: thereof
environment of the underlying >=99.9% The points
(VMs, Storage, components (e.g., for all
OS, network VM, Storage, OS, components
services, Security network services, would be
Components) Security added to
Components) calculate
provisioned in the total penalty
cloud and measured points under
with the help of SLA this criteria
reports provided by
Cloud Service
Provider.
2 Availability of Availability (as per Monthly Availability 5 point for
. Critical the definition in the for Each of each drop of
Services (e.g., SLA) will be the critical 1% or part
Register measured for each services thereof
Support Request of the critical over both The points
or services over both the User for all
Incident; User the User / Admin / Admin Portal components
Activation/De Portal and APIs and APIs would be
Activation; (where applicable) added to
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# Frequency
User Profile (where calculate

Management; applicable) total penalty
Access points under
Utilization >= 99.5% this criteria
Monitoring
Reports) over
User/Admin Portal
and APIs (where
applicable)
3 Percentage of Measured as a Monthly 95% within 1 3 point for
. timely incident percentage by the hour each drop of
report number of defined 1% or part
incidents reported thereof
within a predefined
time(1 hour) limit
after discovery, over
the total number of
defined incidents in
respect of the cloud
service which are
reported within a
predefined
period(i.e. month).
Incident Response -
Cloud
Service Provider
shall assess and
acknowledge the
defined incidents
within
1 hour after
discovery.
4 Percentage of Measured as a Monthly 95% to be 3 point for
. Timely incident percentage of resolved each drop of
resolutions defined incidents within 1 hour 1% or part
against the cloud thereof
service that are
resolved within a
predefined time
Page 166 of 277


# Frequency
limit(month) over the

total number of
defined incidents to
the cloud service
within a Pre-defined
period. (Month).
Measured from
Incident Reports.
Helpdesk SLA
Severity Definition
Severity 1 problems are the ones which have a critical business impact.
Level 1 These problems will have any of the following characteristics:
 Complete or part of any service unavailable (including APIs)
 Incorrect behavior of the system
 Security Incidents
 Data theft/loss/corruption
 No work-around to mitigate the disruption in service
 Repeat calls (same problem that has occurred earlier reported
more than 2 times)
 Financial impact on the SUDA
Severity 2 problems are the ones which have a significant business
Level 2 impact. These problems will have any of the following characteristics:
 The efficiency of users is impacted
 Has a viable workaround
 Severely degraded system performance (slow service)
Severity 3 problems are the ones which have a minimal business impact.
Level 3 These problems will have any of the following characteristics:
 No impact on processing of normal business activities
 A low impact on the efficiency of users
 Has a simple workaround
 Enhancement requests
All the responses by the helpdesk support team would be recorded and a quality audit would be
carried out by the SUDA or its representative. To ensure service quality, SUDA shall conduct regular
and random audits.
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Deviations from the agreed upon performance would need to be consistently measured and
severity level for non-compliance need to be assigned. Below table describes the various severity
levels.

# Frequency
1 Ticket/ Incident Average Time taken Monthly 95% within the 5 point for
Response time to acknowledge and defined target each drop of
respond once a 1% or part
ticket/incident is thereof
logged through one
of the agreed
channels. This is
calculated for all
tickets/incidents
reported within the
reporting month
(12x7x365).
Target: 95% of the
tickets must be
responded to
within 30 Minutes
of receipt
2 Time to Resolve – Time taken to Monthly 100% within For each
Severity 1 resolve the reported the defined incident not
problem. target resolved
Target: 100% of the within 2
incidents should be hours, 1 point
resolved within 2 for each 2
hours of problem hours delay
reporting beyond 2
hours.
The points
for all
incidents
would be
added to
calculate
total penalty
points under
this criteria
Page 168 of 277


# Frequency

reporting beyond 8
hours.
The points
for all
incidents
would be
added to
calculate
total penalty
points under
this criteria
reporting beyond 24
hours.
The points
for all
incidents
would be
added to
calculate
total penalty
points under
this criteria
5 Percentage of For all incidents Monthly <=2% 1 point for
reopened which are incidents each
incidents designated resolved additional 1%
by the MSP, but are of reopened
Page 169 of 277


# Frequency
re-opened by the incidents

client. This is beyond 2%
calculated for all
incidents reported
within the quarter.
Target: <= 2%
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Section 9: Functional Requirement Specification (FRS)
Sr # Requirements
General Requirement
1. The system should have minimum of the following:
The Modules specified below, will be developed afresh based on approved requirement.
a. eMitaan Portal and eMobile App for Citizens to access services, service
information ,seek appointment for required service and with online payment
facility.
b. Develop Chatbots for Mitaan Application where Citizen can seek information,
appointment, check status of service in English and Hindi
c. Dashboard with advance analytics with MIS for monitoring the service.
i. Public dashboard – ministry might want to advertise the achievements in
their websites etc
ii. Dashboard for authorised users based on their role
iii. Dash Board /MIS for Senior Officers of authority and departments
iv. Dashboard for monitoring vital SLA parameters for admin uses
d. Mitaan Agent Mobile Application for Mitaan Field Executive at field for capturing
field visit details, service delivered and / or reason for not delivering the service.
In case of non-delivery of the service, application has to provide an
administrative validation facility by a supervisor so that field executive will not
miss-utilize the field visit.
e. User authentication and authorization module
f. Appointment System
g. Citizen Relationship Management (CRM)
h. Mitaan Application Platform
 The user of citizen services should be given a choice to interact with the system
in Hindi in addition to English. The application should provision for uniform user
experience across the multi lingual functionality covering following aspects:
 Web portal and all E-forms in English and Hindi language
 Data entry should be provided preferably using the Enhanced In script standard
(based on Unicode version 6.0 or later) keyboard layout with option for floating
keyboard.
 Storage of entered data in local language using UNICODE (version 6.0 or later)
encoding standard.
 Retrieval & display in Hindi across all user interfaces, forms and reports with all
browsers compliant with Unicode version 6.0 and above.
 Facility for bilingual printing (English and Hindi)
 Sakal Bharti font (compliant to UNICODE version 6.0) to be used for local
language data and content.
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Sr # Requirements
 SMS and Email notifications at every major stage of the Service.
 Facility to pay online via payment gateway, eWallet, UPI.
 The overall solution should provide high availability configuration
 System should provide simple GUI to call takers, senior officers, citizen, Mitaan
Field executive and other stakeholders
 System should allow to send messages to users and officers on SMS, email.
SMS and Email notifications at every major stage of the Service.
 Complete mobile enablement of the Mitaan System.
 Application should be developed through OpenAPI so that it can be readily
scaled and upgraded in the future.
eMitaan Web Portal and Mobile Application with Content Management System Requirement
1. The Web Portal and Mobile Application will be one of the channel to access Mitaan services
and it should be possible to offer citizens these services through any device incorporating
Internet access. Web portal and Mobile Application will be the single window for the outside
world to interact with the Mitaan.
2. The Web portal and Mobile Application shall have minimum of following sections in the portal:
 Message from Chief Minister, Minister

 Vision, Mission, Objectives of Mitaan yojana
 Access Online Services details
 Booking of Appointment for Citizen service request
 Citizen Charter
 Photo Gallery
 FAQ’s
 Feedback
 Contact Us
 Download
 Guideline and Manuals, Circulars
 Information and Events
 Access to Dashboard, MIS
 Link to Phone number of Call Centre
 Contact Us
3. System shall allow Citizens to create self-login with the necessary security verification and
accessing information services online from Web Portal and Mobile Application.
4. All authorised Citizens shall have Dashboard giving details of services applied with the status
of the same.
5. Web Portal and Mobile Application should provide facility to access and navigate information
about all Citizen Services available in Mitaan.
6. Using the Web portal and Mobile Application, citizen shall have facility to book appointment for
Mitaan field executive visit for citizen service.
7.
Mobile enablement framework will be deployed for Mitaan Web Portal, which deals with both
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Sr # Requirements
rendering the web pages in mobile devices through necessary UI components as well as
making mobile apps for leading mobile platforms such as Android, iOS.
8. Web Portal should be accessible on Mobile/Tablet devices and UI should be appropriately

adjusted according to display size of device. A mobile version of the Portal should be
developed.
9. The System shall have facility to allow authorised user/admin to update the contents of the
web Portal and Mobile Application with minimum technical intervention like coding
10. Web Portal should be available in both Hindi and English language.
11. Web Portal should have links to all related Departments for additional information.
12. The portal will be used to allow users to apply for government certificates/licenses/services,
upload required documents, and track the status of their applications.
13. Dashboard for Citizen user page displaying missing documents, status of delivery, ability to
change schedule of delivery, make digital payments etc.
14. Portal should be integrated with SMS/E-Mail/ ChatBot service notification system.
15. The Portal should be capable of integration with all other Application of Line Departments of
the state through API integration.
16. Portal should be developed through Open API so that it can be readily scaled and upgraded in
the future.
17. User Interface (UI) and access functionalities for the Citizen and the government authorities
should be different in the Portal
18. On the web portal and Mobile Application , there should be a chat-bot service to assist citizens
at any point of the delivery process.
19. Citizen to download mobile app from mobile OS app store like Google Play and Apple App
Store
20. In case of Booking is done online, Citizen shall be able to see GIS Map to display Mitaan field
executive dispatched status.
21. Provision for citizen to provide app feedback
22.
Mobile enablement framework will be designed for Mitaan system, which deals with both
rendering the web pages in mobile devices through necessary UI components as well as
making mobile apps for leading mobile platforms such as Android, iOS. Hybrid App will also be
acceptable.
Appointment System
23. Depending upon the service area location and the Mitaan Field Executive mapped to that
location, the request will be assigned to the representative mapped with that location. If the
representative has already been assigned 10 requests for that day, it will be assigned to the
representative nearest to the location with lowest job assigned for that day and so on. If
needed, Request Allocation Algorithm can be changed/improved by MSP in consultation with
SUDA during project implementation.
24. The Appointment system will be available to citizen and call centre executives for booking the
appointment for home visit of Mitaan Field Agents.
25. It will be accessed by citizen via Mobile App or Web Portal.
26. Call centre Executive will be able to access the Appointment system through CRM Application.
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Sr # Requirements
27. The system shall have appointment algorithm to optimize allocation of calls.
28. The System shall block the appointment on real time basis to avoid any duplication
29. The system shall be single source for all Appointment booking.
Mitaan Agent Application
30. The Mitaan field executive shall be able to access the details of appointments/visits to be done
for citizens Service request through Mitaan Agent Mobile Application.
31. The Mitaan Mobile Application shall provide details of all appointments booked directly by
citizen or through call centre. It will have details like name, address, service request etc.
32.
Mitaan field executive shall be able to update the actual address of citizen with GPS
coordinates, list of Document collected, fees collected through Mitaan Mobile Application.
33.
Further, Mitaan field executive shall also be able to submit the service request of citizen
through Mitaan Mobile Application by accessing Mitaan Application Platform.
34.
Once the service request will get processed by the line department, Mitaan field executive
shall be able to view and status/notification through Mitaan Mobile Application.
35.
The Mitaan Mobile Application shall be capable of offline data capture of citizen like update the
actual address of citizen with GPS coordinates, list of Document collected, fees collected.
36. System shall provide operational overview dashboards – Appointment Status (Pending,
attended, application submitted etc.), Avg. Response time etc
37. System shall provide facility to filter appointment based on service type, date range etc.
38. System shall provide facility to search appointment by ID
39. Application should be available in both Hindi and English language.
40.
System shall provide facility to access the Application via secure login id and password.
41.
Each supervisor can be mapped with multiple Mitaan field Executive assigned with their
own dashboards/elevated powers.
42.
The following components will be included on Mitaan field Executive user page:
 Appointment Scheduled for the Day
 List of Service s pending for submission
 Capability of receiving alerts regarding delivery time changes/cancellations.
43.
Tablet should be capable of showing directions to scheduled Appointment through GPS
enabled software.
44.
System shall be able to push new service requests to Mitaan field agent.
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Sr # Requirements
45.
In the event of a reschedule, Mitaan may phone and update the schedule.
46.
All changes regarding schedule should be confirmed by Mitaan and notifications should
be sent to citizen through SMS/E-Mail/Bot-Service.
47.
Mitaan field executive should be capable to perform security/identity verification of citizen
through application. It can be done through OTP.
48.
Citizen shall receive OTP for confirmation on document and fees handover. System shall
provide facility to capture the OTP.
49.
The citizen will digitally deposit the government fee to the appropriate department after
submitting the application. Mitaan field executive will collect the government-mandated
fee for the applicable service in cash if a person does not have access to e-Payment.
Mitaan's e-Payment facility will be used to deposit cash into the respective department's
account on the spot or when connection to e-Payment facility is established on the tablet.
50.
All transaction and payment information should be meticulously recorded. Every monetary
transaction carried out by the Mitaan requires the citizen to get a receipt in the form of an
SMS alert or WhatsApp message and email.
51.
The System should be able to timestamp all their entries.
Location aware Platform
52. . Mitaan platform is intended to provide common location-based capabilities to all systems
being deployed as part of Mitaan System. MSP has to ensure same features will be available
across the platform to avoid duplication and easy dissemination of information to all the
dependent systems.
53.
For effective and efficient working of overall solution the system should allow to map all
important place of interest, Zone, Ward , city boundaries
54. System shall allow Call centre executive to point the address of citizen based on address
provided by citizen
55. System shall map the location of citizen in case booking of appointment is done via Mobile
App.
56. System shall allow Mitaan Field Executive to update the citizen address GPS location on map.
57. Mitaan platform should keep record of all service requests
Enterprise Service Bus(ESB) requirement
58. The solution should support static/deterministic routing, content-based routing, rules-based
routing, and policy-based routing, as applicable in various business cases.
59. The solution should have capabilities to receive input message in heterogeneous formats from
various different systems, interpret those messages, process and transform those messages
to generate output and feed them to various different clients as per formats applicable.
60. The solution should have features to communicate across different services, process them
and expose as single aggregate service to facilitate business functionality
61. ESB should support SOA standards such as XML, XSLT, BPEL, web services standards and
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Sr # Requirements
messaging standards.
62. ESB should support all industry standards interfaces for interoperability between different
systems
63. ESB should support the following integration security standards:
 Authentication
 Authorization
 Encryption
 Secure Conversation
 Non-repudiation
 XML Firew alls
 Security standards support
 WS-Security 1.1
 WS-Trust 1.3
 WS-Secure Conversations 1.3
WS-Basic Security Profile
64. The solution should support routing to all internal & external systems.
65. The solution should have comprehensive auditing capabilities to support any internal or
external audits.
66. The solution should provide configurable logging feature for supporting error handling.
67. The solution should include feature of service registry for managing all services.
68. The solution should support Business Activity Monitoring. One should be able to do a real time
analysis of the data flowing within the ESB. One should be also able to monitor Key
Performance Indicators.
69. The solution should be able to interoperate and connect with applications deployed on a
number of platforms including, AIX, HP-UX, Sun Solaris, Windows, Linux etc.
70. The solution should support a whole suite of adapters such as Data Handler for XML,
Exchange, Lotus Domino, industry standard packaged solutions etc.
71. The solution should support various messaging patterns e.g. synchronous, asynchronous,
pub/sub, multicast, etc.
72. The solution should support SQL access to relational databases. Integration capabilities with
NoSQL databases would be also advised.
73. The proposed ESB should support Time Control and Notification for messaging
74. The ESB should have an capabilities of Routing, Enrichment, Update, Transformation
Processing
75. The ESB should support for Message Expiry configuration
Mitaan Application Platform

76. System shall allow authorised Mitaan Field Executive to access various line department
‘Application’ like eDistrict through API/Web Service integration
77. Mitaan Field Executive shall be seamlessly able to access the form of other line department,
enter all data, upload document and submit the service request of citizen.
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Sr # Requirements
78. Wherever the Mitaan field executive is accessing the other line department application, Mitaan
application shall receive the status from Line department Application on submission ,
processing etc through API or Web service.
79. MSP shall ensure using Digital signatures/eAuthentication(Aadhar Based) to authenticate
approvals of service requests etc.
MSP has to ensure that Call centre executive will not ask for OTP from citizen.
80. API integration with other state government’s applications will be required, and the chosen
MSP will be responsible for this.
Citizen Relationship Management (CRM)
81. System should have provision for call takers to capture information of caller and create Service
request
82. System should allow call taker to enter data in parameterized manner to enhance the process
83. System should be capable to identify duplicate calls
84. System should be capable to Display caller number, caller details, caller location and helpline
for incoming call
85. After registering Service request system to automatically send acknowledgement SMS to
citizen with Service request tracking details, List of documents, Appointment date and time
and Mitaan field Executive details with random Mitaan field Executive OTP
86. Enquiry call management - Log all enquiry calls in Database and provision to search them
from Call Logs
87. Add caller location on GIS through console .
88. Provision to classify received calls e.g. Service request, Enquiry, Status Enquiry, Blank, Crank
89. System should allow call to enter/update caller details
90. GIS map interface to update caller location on map (Drag and Drop)
91. Provision to register incident at caller location or in case caller is passerby manually enter
search and select incident location
92. Support for address search using Free text search or by a point on the map
93. Notification for Call Taker for possible duplicate incident e.g. multiple calls are received from
single / multiple citizens reporting additional incident details
94. Voice log for conversation between citizen and Call Taker is recorded by IP EPABX system.
This record is tagged with registered incident
95. Provision for Call Taker to view Service request progress. This helps call taker to update
Service details to citizen when they call-back for status Enquiry.
96. All incident and call details are logged into Database along with its unique ID and subsequent
time stamped actions
97. Automatically record caller contact details with registered service request
98. Store first time caller details into database
99. Notification when newly created service request is sent to Mitaan field executive.
100. The winning MSP will create, install, and maintain the application that call Centre executives
will use to handle service requests.
101. Application should be available in both Hindi and English language
102. The number of screens and data entry fields should be kept to a minimum because this
interface will be utilized by Call Center Executives. The forms used will be pre-approved.
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Sr # Requirements
103. API Integration with Web/Mobile Applications which must be built by the vendor.
104. Executive Application should be developed through Open API so that it can be readily scaled
and upgraded in the future.
105. Each Call Center executive will use their username and password to access the application.
106. Executives will have access to a user page where they can
a. create a service request,
b. add a complaint with a reference to a current service request,
c. search/track existing service requests, and
d. respond to queries.
107. The supervisor will have his or her own landing page where he or she will be able to access
the call details of other executives, whether it's a query, a complaint, or a new service request.
The supervisor may email or text the complaint to the appropriate officer.
108. All the entries will be time-stamped automatically.
109. Each call will have its own identifier.
110. Mobile number, Service Request id, Name, Government ID Number, and other attributes can
be used to perform a search.
111. On this application, all information about the caller, the required service, the preferred time of
visit, and so on must be recorded. Basic auto-validation will be applied to all fields.
112. A screening for eligibility should be included in the application of the Call Center's interface. It
should allow the executive to check whether a citizen has the required documents and
enumerate the documents which are possibly missing/required.
113. On this app, the status of all district services should be updated in real time. When a customer
calls to enquire about the status of a service, call Centre executives should be able to provide
that information at any time.
114. Call Center Executives should be able to provide regarding progress of delivery at each stage.
115. For quality control, the vendor must design a call-recording capability that records every call
between the executive and the citizen, as well as a system to store and erase such data as
needed.
116. Call Centre Supervisor Shall have access to all Call takers functionalities
Module for System Administrator
117. User configuration along with its authorization / restrictions
118. Provision to change existing configuration
119. Provision to configure user roles and assign to users
120. Provision to configure user restrictions based on jurisdictions and incident type
121. Provision to configure Master Resource list
122. Central Database repository for storing complete resource list
123. Provision to store resource list along with its information
124. Manage resource along with its operational status / shift plan
125. Configure Resource list based on data received from SUDA
126. Provision to view configured resource list
127. Provision to change jurisdiction areas for resources
128. Provision to add / update / delete resources
129. Configure shifts for officers to prepare on-duty resource list from master resource list
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Sr # Requirements
130. Configure password expire period
131. Configure Business rules - Role based Standard Operating Procedure (SOP) for all users,
Question and Answer (Q&A) for Call takers and Response Plan (Suggest Best suitable
vehicles) for dispatchers
Dashboard, MIS and Analytics
132. Department dashboard giving details of Applications/ work pending for a User
133. Creating log-ins of various organizations associated with Services for Dashboard Services
134. Department dashboard giving details of Applications/ work pending for a User.
135. System should be capable to generate reports and dashboards on basis of user roles. MSP
need to gather requirement on Department basis
136. System should be capable to provide BI analytics and suggest departments on below :
 Hotspots
 Trend analysis
 Location wise analysis
 Event analysis
 System analysis
Others as required by Department during requirement phase
137. MIS dashboard for supervisors with status of requests showing data like volume of requests,
pendency etc should be developed.
138. MIS dashboard should be available across all platforms.
139.
MIS reports generated should be available for access in real time across all platforms.
140. Service Request monitoring should be available for Supervisors, government users
 Search Service Request
 View Service Request details along with current status
141. Call centre Reports
 Average Response Time
 Abandoned Calls
 Calls received (by type, helpline, summary)
 Caller Feedback
 Service request wise (Details, Audit Log, by type, area, day, time, Closing
Details)
 Responding Unit Modem Status
 Responding unit location history
 Monthly reports
 Call centre Executive user login, logout and break details
142. Charts
 Call centre Executive utilization, Mitaan field Executive utilization
 Service Request counts by Hour, Day and Month
Grievance/Feedback mechanism
143. Any complaints relating to any services must be recorded against the service request ID.
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Sr # Requirements
144. System should be able to capture grievance/feedback of citizen and generate reports
145. System should also collect data from mobile application
146. After the service is delivered to the city, a call Centre executive will perform a feedback call
after 72 hours.
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Section 10: Technical Requirement
Sr # Requirements Compliance
(Yes/No)
Database Management
1. To host and offer all data Centre, disaster recovery, and near disaster
recovery infrastructure, including servers, storage, and database
licenses (if applicable).
2. Database servers should be in India.
3. Database system must be appropriately certified by authorized agencies
before deployment.
4. The department owns all data, including both service-related and citizen-
related data. Citizen data must be secured from being unlawfully kept
elsewhere.
5. There should be facility to keep regular backups of all citizen data in
appropriate and interoperable format.
6. Backups should be done as per mutually agreed upon schedule.
7. System Administration, System Upgrade Management, Application
Deployment, and Upgrades should be checked regularly.
8. Maintenance and management of the Operating System, Data Base
Management System, Network and Security administration system.
9. Within the primary datacenter and the disaster recovery site, there
should be proper management of application failure.
10. In the data Centre, there should be the ability to maintain several security
zones.
11. Documentation of physical and network security equipment, processes,
and policies should be kept up to date.
12. Infrastructure management tools and reports should be maintained.
13. The tracking of incidents and false reports should be supported.
Database Security
1. To host and offer all data Centre, disaster recovery, and near disaster
recovery infrastructure, including servers, storage, and database
licenses (if applicable).
2. Database servers should be in India.
3. Database system must be appropriately certified by authorized agencies
before deployment.
4. The department owns all data, including both service-related and citizen-
Page 181 of 277

related data. Citizen data must be secured from being unlawfully kept
elsewhere.
5. There should be facility to keep regular backups of all citizen data in
appropriate and interoperable format.
6. Backups should be done as per mutually agreed upon schedule.
7. System Administration, System Upgrade Management, Application
Deployment, and Upgrades should be checked regularly.
8. Maintenance and management of the Operating System, Data Base
Management System, Network and Security administration system.
9. Within the primary datacenter and the disaster recovery site, there
should be proper management of application failure.
10. In the data Centre, there should be the ability to maintain several security
zones.
11. Documentation of physical and network security equipment, processes,
and policies should be kept up to date.
12. Infrastructure management tools and reports should be maintained.
13. The tracking of incidents and false reports should be supported.
Enterprise Management System
1. For efficient management of the system, reporting, SLA monitoring and

resolution of issues. Various key components of the EMS to be
implemented as part of this engagement are –
 Network Monitoring System
 Server Monitoring System
Helpdesk System
2. The solution should provide a unified web based console which allows
role based access to the users.
Host based Intrusion Prevention System
1. To monitor suspicious activity by analysing events occurred within that

hosts
2. Analyse events, operating system logs and inbound or outbound network

traffic on enterprise servers.
3. A virtualization aware solution that provides advanced protection for

systems.
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4. Proposed solution should be supported on multiple operating systems
IVR
1. Receive all inbound calls on the telephone number specified by SUDA

and prompts the callers to make their selection(s)
2. Identify customer through CLI and support intelligent call routing
3. Ability to identify state and language based on originating number and

IVR should communicate in the same language.
4. Ability to direct the calls to a regional language speaking FTE based on

originating number.
5. Include speech recognition engine in order to support and interpret

multiple languages, especially English
6. Text – to – speech capability must be supported for multiple languages

including English and Hindi
7. Provide an easy to configure system that enables the users to change

the IVR tree with no hard coding
8. Support messages scheduling
9. The IVR solution must be capable to capture usage details of each

customer as the customer traverses through a call. The IVR solution
should have an interface through which usage details can be shared with
other solutions.
10. The IVR must integrate with the rest of the proposed solution to provide
seamless call centre performance
11. Bidder shall configure and implement the IVR product and dealer along
with any required third-party solutions to meet SUDA’s requirements.
12. Bidder shall design the IVR tree structure in consultation and with the
approval of SUDA. SUDA may suggest changes and customization in
IVR tree structure from time to time, which the bidder shall execute within
15 working day at no additional cost.
13. There shall also be a provision of ignoring the IVRS and directly landing
the call with FTE
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14. In case of additional language request from SUDA the bidder should be
able to configure the additional language in the IVR.
15. Bidder should be able to configure important messages/advertisements

on IVR free of cost during the waiting period. The content and time
period for such messages/advertisements shall be decided by SUDA.
Computer Telephone Integration (CTI)

1. Should be able to integrate with call centre solution
2. Ability to generate service requests and register grievances
3. On transferring the call to another FTE, the screen too should be

transferred to that FTE’s screen
4. The CTI must be capable of activating the fast dialling feature of the ACD
5. Call events should be handled from the system such as hold, retrieve
hold, conference, transfer etc.
Call Centre Application

1. The software would maintain complete call history and call records of all
calls received at the call centre.
2. A unique id/ticket number shall be generated for all service requests,

complaints and tracked till closure.
3. SMS should be sent to customer mobile number displaying the unique

id/ticket number.
4. The FTE would be capturing all the relevant caller information in this for
recording customer communication and should be integrated with
required SUDA applications etc.
5. The bidder shall provide SUDA with all the data of this application at the
time of end of contract period or as and when required by SUDA.
6. The application must integrate with the CTI and should be able to pull
IVR usage details of the customer including all options selected by the
customer and all details entered by customer from the time the customer
reaches an FTE.
7. The bidder shall provide access for all the data of this application and
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reports to SUDA. Toll Free Number:
 Bidder shall purchase toll free number
 Selected Bidder will be responsible to provide the PRI line(s) to

route the toll free number(s)
Automatic Call Distributor (ACD)

ACD distributes incoming calls to FTEs as they are received. It should be
pre integrated with the IVR with the following features:
1. Handle high call volumes efficiently
2. Provide the capability of combining data with the Interactive Voice

Response (IVR) menu system that can intelligently route calls requesting
further assistance to a smart Automatic Call Distributor (ACD)
3. Provide highly configurable system for adding/removing users, assigning

users to different queues and defining skill sets
4. Support skill-based routing
5. Allow calls to be transferred within the call centre
6. Support relaying of the information messages (marketing messages) to

voice callers waiting in queues or on hold
7. Skill based routing: Standard features like Call Transfer, Conference,

Barge in, Dialled Number Identification Sequence (DNIS), Automatic
Number Identification (ANI), Caller Line Identification (CLI), etc.
8. System should be able to intelligently route the callers to FTE’s as

defined by the administration
9. The solution should have inbuilt IVR, recording and secure 512 party
conference.
10. For training : Application should be cloud-based team Collaboration and

Meeting Tool with messaging, audio and video conferencing, file sharing,
recording (unlimited) capability with support for 1000 party video
conferencing from day 1. This can be used for citizens as well as internal
purpose.
11. System should announce the queue waiting time for the caller before
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getting attended by an FTE
12. Other Infrastructure, but not limited to, to be provided by bidder are:
13. Call barging and recording software.
14. FTE’s computers, phone sets and head sets.
Phone
1.  Color Displays,
 At least 8 buttons with dual LEDs (red, green).
 Dual Ether ports of 10/100/1000 Mbps,
 PoE/PoE+/PoE++
Intelligent answering:
1. The Call Centre shall have the capability of requesting the Calling Line
Identification (CLI) or the Automatic Number Identification (ANI) from the
telephone system.
2. For every call landing / made from MITAAN Call center, CLI shall be
extracted to an agent as per request of customer. It shall be possible to
intelligently route the calls to specific service groups, based on CLI, Auto
Attendant Options or any other policy.
3. When the agent answers / make the call, the subscriber’s relevant
information shall be presented on the agent’s computer screen,
eliminating the need for the agent to repeat the questions.
Call center Operations
1. Call Centre related database should be created & maintained by the Call
Center Operator including all dockets & all interactions with the caller.
Voice Logging
1. Every call shall be logged to monitor the quality of customer

interaction and identify training needs. The selection of recording
shall be either automatic, triggered by certain events such as repeat
calls from a number or short duration disconnection etc. or activated
by the supervisor, administrator or agent by clicking of an icon on
the screen but SUDA may dispense with call logging, if
circumstances so warrant.
 Reporting & MIS:
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1. The system should have flexible & comprehensive reporting mechanism.
2. Searching & extraction of information based on any criteria can be

located and extracted using pre-defined or fresh queries.
3. Customizable reporting. Exporting of reports in various standard formats

such as Excel, Text should be possible.
4. Daily and Monthly Trending Reports
The following daily and monthly trending reports must be provided by the
Call Center Operator:
a. Service Level Percentage
b. Calls Handled
c. Average Talk Time
d. Average Hold Time
e. Average Handle Time
f. Outbound Call Volume
g. Outbound Call Duration
h. After Call Work (Wrap Up)
i. Contractibility Percentage
j. Call Reports with connection status
5. Presentation and Additional Reports
The below mentioned additional reports must be provided by the Call

Center Operator
a. Agent Hours Report
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b. Staffing Distribution Report
c. Presentations in PPT format as and when required
d. Any other report as requested by SUDA.
The Call Center Operator and SUDA will mutually agree on the format of
the reports to be submitted by the Call Center Operator to SUDA. If
SUDA desires the Call Center Operator to provide customized reports,
the Call Center Operator will provide customized reports at no extra cost
to SUDA.
Mitaan Core Integrations
1. Integration with other platforms CHOiCE(eDistrict), CSC (Digiseva)

and other citizen centric Service Platforms
2. Integration with CHOiCE(eDistrict), CSC (Digiseva) and other citizen
centric Service Platforms
 The eMitaan Portal and Mitaan Agent Mobile Application shall

be able to provide seamless access to the citizen service
available in of CHOiCE(eDistrict), CSC (Digiseva) and other
citizen centric Service Platforms
 The Authorised user shall be able to access the Application
form submission interface of CHOiCE(eDistrict), CSC
(Digiseva) and other citizen centric Service Platforms and
enter all required applicant data and upload supporting
documents and pay fees (if applicable).
allow to submit the application forms of CHOiCE(eDistrict),
CSC (Digiseva) and other citizen centric Service Platforms.
be able to get status of application submission like
successful, failure.
be able to get status update on various stages of Application
processing CHOiCE(eDistrict), CSC (Digiseva) and other
citizen centric Service Platforms.
be able to send SMS and email to the Applicant number and
email id as and when status update on various stages of
Application processing is received from CHOiCE(eDistrict),
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be able to Generate various real time MIS reports based on
status update on various stages of Application processing is
received from CHOiCE(eDistrict), CSC (Digiseva) and other
citizen centric Service Platforms.
be able to show/download the final copy of certificate after
completion of Application processing by CHOiCE(eDistrict),
3.
Aadhaar/VID (UIDAI, MeitY)
The Mitaan platform allows user to authenticate via mobile number

linked with Aadhaar/VID. Mitaan platform is compliant with UIDAI
Aadhaar/VID guidelines issued by UIDAI from time to time and should
be kept compliant to such guidelines in future
4. Analytics
e-Mitaan application provides analytics tool to provide detailed reports

of transactions or usability of the services on Mitaan platform. The
platform is dynamic in nature and users can access various kinds of
reports for different date ranges. Some of the reports are Daily
Transactional reports, Total Hits on department services, Total
subscribers on Mitaan platform etc. System ensures proper
authentication mechanisms as it supports login credentials based on
roles and responsibilities of the user. Users have the option to change
the language and can check various services on e-Mitaan. Along with
that, search option, Directory services, notifications, settings and user
profile can be accessible in online mode.
5. SMS Gateway: SMS services are envisaged to be made available as

part of the solution design. After the Mitaan Field Executive collects
fees and submits the Application an SMS will reach to the Applicant’s
mobile number which is supposed to be registered while registering
him/her while applying.
The Same Applicant will be sent the track of his / her application as
the status of the submitted application for any service applied. And
while his/her service gets disposed positive or negative then also the
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Applicant or the Beneficiary will receive an SMS regarding the

disposal with in the Charter timeline of the application disposal.
The service provider may integrate the solution with MSDG, and
use the services available through it, or deploy its own SMS
Gateway services at no extra charge to SUDA, but it is a
mandatory requirement that all the SMS based services (alerts
and notifications) should be available as part of the solution.
Following are some of the key requirements for the SMS services
through the solution:
 Should contain required details/information and
targeted to the applicant or designated officers of
tax departments and other stakeholders and users
as per prevailing TRAI norms
 Facilitate access through access codes for different
types of services
 Support automated alerts that allows to set up
triggers that will automatically send out reminders
 Provide provision for International SMS
 Provide provision to receive messages directly from
users
 Provide provision for personalized priority
messages
 Resend the SMS in case of failure of the message
 Provide messaging templates
The same service status as received via SMS will also be sent to
his/her registered email account registered while applying any
service
6. Email Services: Email services are envisaged to be made
available as part of the solution design to send
alerts/intimations/automated messages to registered email ids,
based on preferences set up/opted by individual users. An
authenticated SMTP mail service (also known as a SMTP relay or
smart host) is envisaged to be integrated with the solution for
sending mail from the solution, and delivered to intended inbox.
Support antispam features.
7. API Manager
Mitaan provides a platform to manage the API by the service

provider SPOCs. Services are integrated with Mitaan platform
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through APIs (REST, SOAP etc.) and orchestrates APIs of various

service providers for the services enabled on Mitaan platform and
expose them to Mitaan Client Apps. with a capability to support
non-Mitaan apps. API manager provides the following
functionalities:
a. Support publishing SOAP, REST style services as
APIs
b. Manage API visibility and restrict access to specific
partners or customers
c. Publish both production and sandbox keys for APIs
to enable easy developer testing
d. Manage API versions and deployment status by
version
e. Manage API lifecycle from cradle to grave: create,
publish, block, and retire
f. Customize the API lifecycle, including executing
custom behaviour on lifecycle transitions
g. Set duration limits for authorized use of APIs
h. bi-directional integration between Mitaan platform
and different department services.
8. Citizen Relationship Management (CRM)
Bidder shall also provide CRM system which helps the Mitaan Call
Center to manage the end users issues and queries. CRM system
has the features to raise the internal (Tech- ops) or external
(Departments) tickets, view service provider’s SPOC information.
Department team can view all such tickets or information on self-
care portal Mitaan Operations team ensures appropriate and
timely solution to be provided by interacting department SPOCs or
internal teams to customer care support team. Resolutions are
captured in CRM system so as to manage proper communication
and closer of the tickets. Dashboard has been created for different
user types such as Admin, PMU, Field Executives(Mitaan),
departments, Division Office, District, ULBs or Tech-ops.
It also provides various reports which help to manage the call

centre are available on CRM system such as:
a) Reports with respect to Agent Login & Performance
Reports
b) Real Time APR Report generating tool, to fetch the
current agent’s performance (AHT, Calls answers,
Chat answers, agent abandoned).
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c) Chat, IVR calls abandoned

d) Hourly Chat, Email & Call Reports
e) Helpdesk SLA Report
f) CRM Collective Report
9. Application Performance Management
Selected Bidder provides APM tool and some custom modules.

This tool enables the performance related parameters/reports to
operations team and PMU.
10. Transaction Management
The transaction management component is responsible for

processing all the transactions and user interactions on the
Mitaan platform. The API Manager layer is acting as the
transaction manager for the system. All requests and API
calls on the platform are routed through the API manager
and all subsequent business rule handling or invocation of
external APIs for data processing is handled from here.
This module is responsible for enforcing the authentication

mechanisms for incoming requests and routing these
requests to subsequent modules for further processing. The
module is working in combination with other modules of the
system for providing end-to-end functionalities such as user
verification, payment processing with service request
number/existing application id of department existing
system, service enablement, and applying any configured
charges for the use of a particular service.
The module maintains tracks of all ongoing transactions in

the system and is further makes this data available for
checking the transaction history of any user. The transaction
history summary is also made available to the user for
viewing and downloading the same for future reference.
11. Exception Handling

The design outlines a standardized approach to structured
exception handling across the application. Application
exception handling is minimizing the information disclosure
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in the case of an exception. Frontend is able to identify

generic error messages and error messages codes that are
returned to the client. The private data (for example,
passwords) is not be logged into the system.
For every exception occurring on the platform, user-friendly

error messages and corresponding error/exception codes
are provided to frontend. In the case of any error, the
sensitive data is not be exposed in error pages, error
messages, logs, and audit files.
12. Security and Authentication

The Security and Authentication modules are responsible for
authenticating the user and granting permissions based on
the corresponding roles and responsibilities. Every end user
login is authenticated through OTP or MPIN.
The platform integrates with the Aadhaar platform for
supporting Aadhaar based authentication for requisite
departmental services and the system links this Aadhaar
authentication to the user mobile number provided
voluntarily to the platform.
All API calls on the platform are validated and authorized by
the API Manager using access tokens and security keys to
prevent any unauthorized access to the platform from
external systems.
Access and transaction logs are maintained on the platform
and these verification logs are analyzed for strengthening
the overall authentication process.
Both single and multi-factor authentication mechanisms are
supported by the platform and can be employed wherever
required by the corresponding services.
Application Security
 Mitaan system must comply with the Application
Security Plan and security guidelines of
Government of India as applicable
 Secure coding guidelines should be followed.
Secure coding guidelines should include controls
against SQL injection, command injection, input
validation, cross site scripting, directory traversal,
buffer overflows, resource exhaustion attacks etc.
OWASP Top 10 standard should be mapped in the
secure coding guidelines to cover all major
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vulnerabilities.
 Validation checks should be incorporated into the
application to detect any corruption of information
through processing errors or deliberate acts.
 Data output from an application should be validated
to ensure that the processing of stored information
is correct and appropriate to the circumstances
 Should implement secure error handling practices
in the application
 Mitaan system should have Role based access,
encryption of user credentials. Application level
security should be provided through leading
practices and standards including the following:
o Prevent SQL Injection Vulnerabilities for attack on
database
o Prevent XSS Vulnerabilities to extract user name
password (Escape All Untrusted Data in HTML
Contexts and Use Positive Input Validation)
o Secure Authentication and Session Management
control functionality shall be provided through a
Centralize Authentication and Session
Management Controls and Protect Session IDs
from XSS
o Prevent Security Misconfiguration Vulnerabilities
(Automated scanners shall be used for detecting
missing patches, misconfigurations, use of default
accounts, unnecessary services, etc. maintain
Audits for updates
o Prevent Insecure Cryptographic Storage
Vulnerabilities (by encrypt off-site backups, ensure
proper key storage and management to protect
keys and passwords, using a strong algorithm)
o Prevent Failure to Restrict URL Access
Vulnerabilities (By providing authentication and
authorization for each sensitive page, use role-
based authentication and authorization and make
authentication and authorization policies
configurable
o Prevent Insufficient Transport Layer Protection
Vulnerabilities (enable SSL for all sensitive pages,
set the secure flag on all sensitive cookies and
secure backend connections
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o Prevent Id Redirects and Forwards Vulnerabilities

o For effective prevention of SQL injection
vulnerabilities, MSI should have monitoring feature
of database activity on the network and should
have reporting mechanism to restrict or allow the
traffic based on defined policies.
13. Infrastructure Security

The following focused initiatives to discover and remedy
security vulnerabilities of the IT systems of SUDA Mitaan
should be considered to proactively prevent percolation of
any threat vectors -
 Deploy anti-virus software to all workstations and
servers to reduce the likelihood of security threats;
 Deploy perimeter security technologies e.g.
enterprise firewalls to reduce the likelihood of any
security threat;
 Deploy web content filtering solutions to prevent
threats from compromised websites to help identify
and block potentially risky web pages;
 Install enterprise-level e-mail anti-security software
to reduce vulnerability to phishing and other e-mail
security spams. This would check both incoming
and outgoing messages to ensure that spam
messages are not being transmitted if a system
becomes compromised.
 Perform periodic scanning of the network to identify
system level vulnerabilities
 Establish processes for viewing logs and alerts
which are critical to identify and track threats and
compromises to the environment. The granularity
and level of logging must be configured to meet the
security management requirements.
 Deploy technology to actively monitor and manage
perimeter and internal information security.
 Deploy network Intrusion Detection System (IDS)
on the perimeter and key points of the network and
host IDS to critical systems. Establish process to
tune, update, and monitor IDS information.
 In case of cloud deployment, cloud services can be
disrupted by DDoS attacks or misconfiguration
errors which have the potential to cascade across
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the cloud and disrupt the network, systems and

storage hosting the cloud application.
 Deploy security automation techniques like
automatic provisioning of firewall policies, privileged
accounts, DNS, application identity etc.
Network Security for Smart Devices
The core principles of security for any smart device network
rest on the three most important data security concerns of
confidentiality, integrity and authentication. Hence the
security for smart device networks should primarily focus on
the protection of the data itself and network connections
between the nodes. From a network perspective, following
are to be considered for designing the smart devices
network -
 Protection of fair access to communication
channels (i.e. media access control)
 Concealing of physical location of the nodes
 Defence against malicious resource consumption,
denial of service, node capturing and node injection
 Provision for secure routing to guard the network
from the effects of bad nodes
 Protection of the mobile code
Smart devices have a triple role in most networks - data
collectors, processors and traffic forwarders for other
devices in the network. The typical attacks for which
countermeasures are to be defined and implemented are:
Radio Jamming, Nodes Reporting Wrong Data, Data
Aggregation Attacks and Battery Attacks.
The following guidelines need to be considered for security
enhancement of smart devices and their networks:
 Use of IP-based network for smart devices
 Use of Link Layer Security for password-based
access control and encryption
 Protection of smart devices nodes behind a firewall
for carrying out SSL-based application data transfer
and mechanism to avoid distributed DoS attacks
 Public-key-based authentication of individual
devices to the network and provisioning them for
secure communications
Conformance of the security solution to the standards of
IETF, IEC and IEEE to ensure maximum security and
interoperability, with support for the following commonly
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used protocols at a minimum - IPSec/IKE, SSH and

SSL/TLS
Cache Management
To ensure optimal service performance, the Mitaan system
is making extensive use of the device and the platform
cache. The use of cache helps in keeping the frequently
accessed data readily available and avoiding roundtrip
server calls for relatively static and constant data.
Responses of frequently used APIs, which do not change
over time or change after a known time, are cached within
the API manager so that the backend API need not be
invoked every time the data is required.
Load Management
The Mitaan system is catering to requests from users from
across the state/country and this results in a high load on the
platform when the different services are made available to
the users. The platform is designed with a view to effectively
handle this incoming load and distribute the same across the
different components to optimally handle the user requests
and provide prompt responses for a better overall user
experience. Some of the basic techniques employed for load
management are Asymmetric load balancing, SSL Offload
and Acceleration, Distributed Denial of Service (DDoS)
attack protection, HTTP compression, TCP offload, Health
checking, HTTP security, Client authentication, Department
Load Management.
The Mitaan platform has to be integrated with various central

and state departments to provide corresponding services to
the citizens. The platform shall also manage the load of
requests for the particular department services by deploying
multiple servers to cater to increased loads and configuring
API Layer to balance the load.
Session Management
One of the primary functionality of the platform is an efficient
Session management capability. A user is allowed to
maintain multiple sessions simultaneously with the Mitaan
platform through the various available channels. A user is
logged on from the mobile app and the web portal at the
same time from two different devices (or even the same
device). To manage the distinct logins and transactions of
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the users efficiently, the multiple session entries are

maintained corresponding to every distinct login. Various
techniques are used to ensure the security of the session
tokens and user data security.
Log Management
The system design identifies the level of auditing and
logging necessary for the application and based on that,
identify the key parameters to be logged and audited. The
design considers the flow of caller identity across multiple
tiers (at the operating system or application level) for
auditing using the unique ID. All user transactions on the
platform are logged for future reporting and auditing. While
logging it ensured that sensitive data (such as passwords
and account IDs) are either logged in a masked manner (if
required) or not logged at all.
Hourly system logs are created to enable easy movement of

log files to other analytic servers and easy loading of data
into databases if required. This ensures availability of almost
real-time data for the platform.
Payment Module
To enable payments through Mitaan platform, Mitaan
backend can integrate with one or more payment gateways
through its payment module. The payment module keeps a
record of all payment transactions through Mitaan platform
and generates reports for the purpose of reconciliation of
these payment gateways and analytics and able to update
stake holders software/database with service unique id.
New Payment Module, if any, shall have been integrated
with payment gateways and shall be PCI-DSS (Payment
Card Industry Data Security Standard) complaint.
Payment Gateway: The solution is envisaged to have
integration with payment gateways, to enable authorized
Users make financial transactions, as per rights and
privileges provided to him/her. The service provider is
required to make the provisions for integration with such
third party gateways and provide payment services, as per
requirement of the SUDA. Some of the key features of
payment gateway are mentioned below:
 Should support secure integration with Payment
Service Providers
 Should support a unified interface to integrate with
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all Payment Service Providers

 Should support integration with Payment Service
Providers using web services and over HTTP/S
protocol
 Should manage messages exchange between UI
and payment service providers
 Should support beneficiary’s payment transactions
tracking against various services
 Should support bank accounts reconciliation
 Should provide logs for all transactions performed
through the Payment Gateway for future financial
dispute resolution that might arise between entities
and either beneficiaries or Payment Service
Providers
 Should maintain and keep transactions logs for time
period required and specified by the financial
regulations followed in country
 Should support redundant Payment Discovery
 Should submit Periodic Reconciliation Report to
government entities
 Should support transaction reports to monitor and
track payments
 Should support real-time online credit card
authorization for merchants
 Should support compliance with emerging trends
and multiple payment options such debit card,
credit card, cash cards and other payment
gateways
 Should provide fraud screening features
 Should support browser based remote
administration
 Should support multicurrency processing and
settlement directly to merchant account
 Should support processing of one-time or recurring
transactions using tokenization
 Should support real time integration with SMS and
emails
Service Enablement
Service enablement on Mitaan platform shall be done for
services provided by various service providers such as
Departments of Central Government, State Government,
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Local bodies and Regulatory bodies etc. of the Government.

Data Security
Selected Agency must ensure that Mitaan platform must
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. Selected Agency must ensure that the technical team
has to attend the meeting with department technical team,
Stake Holders and with SUDA as per requirement on his
own cost.
Traditional Structured Enterprise Data

SUDA should protect Integrated Mitaan System information
against unauthorized access, denial of service, and both
intentional and accidental modification. Data security, audit
controls and integrity must be ensured across the data life cycle
management from creation, accessed, viewed, updated and when
deleted (or inactivated). This provides a proactive way to build
defences against possible security vulnerabilities and threats,
allowing errors to be corrected and system misuse to be
minimized.
The implications for adhering to an effective data security and
integrity guideline related to the Mitaan System are the following –
 Data security policies and standards to be
developed and adopted across SUDA Mitaan
applications and stakeholders
 Data security controls to be put in place to restrict
access to enterprise data based on roles and
access privileges. Data audit logs should be
maintained for audit trail purposes. Security
controls will be able to be reviewed or audited
through some qualitative or quantitative means for
traceability and to ensure that risk is being
maintained at acceptable levels.
 In order to adequately provide access to secured
information, security needs must be identified and
developed at the data level, not the application
level. Database design must consider and
incorporate data integrity requirements.
 Procedures for data sharing need to be established.
Data integrity during data synchronization needs to
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be ensured across the enterprise.

 Audit Capabilities: The system provides for a
system-wide audit control mechanism that works in
conjunction with the RDBMS.
 Maintaining Date/Time Stamp and User Id: Every
transaction, with a date and time and User ID, is
captured. The system allows generating various
audit reports for verification.
 Access Log: The SUDA Mitaan System should
have extensive inbuilt security and access control
mechanisms. Based on this, the system keeps
track of the various functions accessed by any
users.
Other Requirements
Develop a state-wide unified gateway for spatial decision
support system.
i. The application must be integrated with various e-
Governance, Citizen Centric Application and ICT
applications of Government of Chhattisgarh to support
following key features:
 Single Sign On (SSO): Single Sign On for all
departmental applications
 e-Mitaan Application: Development of State Service
Delivery application that should be integrated with
various Departmental Online Applications and some
department that providing services through offline
medium, selected bidder shall provide all process
and required documents of offline services in Mitaan
Portal.
 Selected bidder shall facilitate SMS services and
integration. Integration with Aadhaar for Biometric
Authentication
 Integration with Other Departmental Application (as
may be required from time to time)
ii. Every Mitaan will be provided with their secured login id &
password
iii. E-Mitaan landing page will have following components
 Daily To-Do List
 Service fulfilment form against Service Request id
 FAQ
 Raise Grievance etc.
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iv. After login, they should be able to view the daily planner
for scheduled activities. This should be in sync to delivery
time as chosen by citizens against their service request
id. Daily planner will raise alerts to e-mitaan. Alert shall
also popup in e-Mitaan App.
v. Service Request handling application will push the new
service requests to this application that will be assigned
to Mitaan as per predefined rule through this application.
Once assigned, Details, Requested Service Details,
Scheduled Time of visit etc.
vi. The service request allocation to Mitaan as per
predefined rule/manual allocation should be done using
this application. As predefined rules, request shall be
allocated to Mitaan on rotation basis, area basis, pin
code basis etc.
vii. Mitaan may call in case of rescheduling and update it
accordingly
viii. Mitaan will login to SSO following which the Mitaan will
select e-Mitaan and then it will be redirected to the e-
mitaan application interface where the service form will
be filled and supported documents has to be uploaded
and submitted with biometric authentication (Iris/finger).
In case the biometric authentication of the applicant's
identity fails more than twice an OTP shall be sent to the
applicants registered mobile number to bypass the
biometric authentication. e-mitaan application shall be
accessed after Biometric/OTP based authentication in
addition to username/password of applicant/citizen.
ix. THE MITAAN MUST NOT STORE ANY USER
INFORMATION ANYWHERE. The responsibility of data
privacy would be under the sole discretion of the selected
bidder. Any breach would invite an action against the
bidder.
x. Upon submission of application, the Fee (Government
Fee + e-mitaan Service Charges + facilitation Fee) will be
directly deposited to SUDA (e-Mitaan) electronically by
the citizen. However, the mitaan can collect the fees
(Government fees + e-Mitaan service charges +
facilitation fees) in Cash for the required service, if citizen
has no ePayment facility or the same shall be deposited,
on the spot (in reasonable time), in the SUDA (e-Mitaan)
bank account (escrow account for Mukhya Mantri Mitaan
Yojana) by Mitaan using digital payment options available
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on e-Mitaan.
xi. Selected Bidder shall develop system to bifurcate amount
of Mitaan Service Charges and Govt. Fee against various
services. Also, system shall be able to integrate with
various department account/payment gateway to transfer
fee against various department services to concerned
department from the ESCROW Account.
xii. All the transaction and payment details should be
properly logged. For every monetary transaction that is
carried out by the Mitaan, e-mitaan payment receipt must
be provided to the citizen in the form of an SMS prompt
with payment receipt downloadable link.
xiii. All the entries done by the Mitaan should be time-
stamped, Geo tagged and should be enforced by
application. This data should be available with the
department too.
xiv. State, PMU, District Coordinator and Mitaan will have
role-based access.
xv. There should be one District Coordinator per district to be
deployed by the System Integrator/ Selected Bidder.
xvi. The issued certificate will be delivered through Mitaan or
e-portal. The Mitaan shall also require to physically
deliver the certificate/other documents etc.
xvii. Services will be delivered after biometric
authentication/OTP of requestor and call will be closed.
xviii. The selected bidder shall also develop an SLA
management module in the application to automate the
SLA calculation.
xix. API integration with other application will also be required
and must be done by the selected Bidder.
xx. The application should provide all other function as
specified in by SUDA and modified as required.
xxi. All the MIS reports should be available on a real-time
basis.
xxii. All change requests must be fulfilled without any
additional fee (Mitaan Service Fees), however if the
application had been rejected due to wrong information
and the departmental fees for such services have been
forfeited, then the same can be recollected as per the
departments’ guidelines. At any instant of time, the
Government may change workflow or add some MIS or
tracking or add new module without any additional cost.
xxiii. Citizen can track their application from application
Page 203 of 277

interface, Mitaan portal at any time or through Call

Centre.
xxiv. Mobile App shall be able to capture data of citizens, if
network is not available. Captured data will sync with
system at the time of network availability.
xxv. System needs to be integrated with the real time tracking
mechanism under a common dashboard for:
 the applicant for tracking his/her application
 the head/nodal officer of the ULB/ Department for
tracking the live and completed application processes
 the State nodal officer for tracking and monitoring the
overall status of the State
xxvi. The developed application must track the real time
location of the mitaan and display the same in user
interface screen.
xxvii. Develop an online rating system for the
departments/agencies and establish a system for fixation
of professional liability for the same.
xxviii. Develop a ranking mechanism based upon the resolution
rate to evaluate the performance of ULB (department
wise).
xxix. Establish a separate vertical for Grievance redressal.
xxx. User interface shall have an option to provide a feedback
on the Mitaan, overall experience and ease of getting
service through this mechanism in a predefined scale,
with an option to select the rating.
xxxi. Security must be an important design consideration.
Selected agency shall adhere to following prevailing
standards and guidelines:
• Cert-ln guidelines
• STQC guidelines
• State/UT Security Related Guidelines Selected
agency’s
• Information Security Management System (ISMS)
 All the applicable guidelines issued by
NIC/MeitY(Ministry of Information & Communication
Technology)
 AADHAR ACT Guidelines
 GIGW Guidelines
 National Cyber Security Guidelines and IT ACT 2000
xxxii. Selected agency shall assist in Security Audits and when
applicable and will rectify the errors raised in security
Page 204 of 277

audits. Cost of Security Audit will be borne by the

Selected Bidder.
Service Request handling

 The selected bidder will develop, deploy and maintain the
application to be used by the Call centre executive for
addressing the applications
 As this interface is to be used by the Call centre
Executive, Number of Screens and Data input fields are
to be minimum. Form will be approved by SUDA
 Citizen service request to be handled by Web/Mobile
Application which must be developed by selected Bidder.
 Each Call Centre executive will enter the application
using their login and password. Executives will have
landing page where he can :
 add service request or
 add complaint with reference to existing service
request
 search/track existing service request and answer
query.
The team leader will have separate landing page where

he/she can see the call details of other executives be it
query or complaint or new service request. Team leader
may forward the complaint to respective officer via
email/SMS.
Note:
i. All the entries will be automatically time-stamped.

ii. Each call will have unique topology and Id, the
format/Code of which would be decided later in
consent with SUDA
iii. Search can be done based on various attributes
such as- Mobile number, Service Request id, Name
etc.
iv. All the details with reference to the caller, requested
service, preferred time of visit etc. must be captured
on this application. All the fields will have basic
auto-validations.
v. The Calling charges, SMS Charges, email services,
domain name, SSL and other service handling
charges would be borne by the selected bidder.
Page 205 of 277

vi. There should be an Eligibility Test Mechanism in

the interface at the Call Centre by which the
executive will be able to check the primary eligibility
of the applicant and be able to create the listing of
documents available with the applicant. Also
develop a mechanism for inclusion of any new
query of applicant into the existing FAQ. MIS
Alarms for every SLA must be there.
vii. The complaints with reference to any services have
to be captured against service request id. as per
point (vi).
viii. The status of application should be updated on this
application on real time basis. If a citizen enquires
about status of service, the call centre executives
should be able to provide status of application at
any time.
ix. The service request allocation to Mitaan as per
predefined rule should be done using this
application.
x. The development of an application that would
provide a stage wise update to the citizen regarding
the progression in the service delivery process.
xi. The application must be integrated with SMS
gateway for sending updates to citizen.
xii. The application should provide all other function as
specified and updated by SUDA.
xiii. Feedback call to be conducted by call centre
executive after the delivery of the service to the
citizen which must be validated by Team-Leader
(on sampling basis, at least 1% of total call in a
month) to improve the quality of service. The report
of which needs to be submitted to SUDA
The overall service quality of the call centre would be reviewed on

the sampling basis by the PMU (on sampling basis, at least 1% of
total call in a month) the report of which needs to be submitted
Page 206 of 277

Section 11: Minimum Bill of Quantity
The MSP shall deploy following minimum IT System and Hardware in Quantity is as below:
Sr Item Quantity Make/ Model Full

No Brand Detail compliance
. s with RFP
Requireme
nts
(Yes/No)
1 Server based IP-PBX system 2
2 Automatic Call Distributor 2
3 Computer Telephony Integration Application 1
4 Call Recording System 1
5 Contact Center Reporting 1
6 Dialler 1
7 Citizen Relationship Management Software 1
8 Computer work station and furniture for Call 1 for each
Centre Executive , Supervisor and Help seat
Desk at Call Centre
9 Multi-functional Laser Printer 1
10 End Point Protection -Anti Virus 1 for each
Edge device
11 UPS 2
12 Diesel Generator 2
13 Mobile Tablet/Smart Phone 1 for each
Mitaan field
Executive and
Mitaan
Supervisor
14 Enterprise Management System 2
15 Host based Intrusion Prevention System 2
16 GIS with Map 1
17 eMitaan Portal Platform 1
18 eMitaan Mobile Application platform 1
19 CHATBOT Application 1
20 Document Content Management System 1
21 Appointment system 1
22 Dashboard and Analytics 1
23 Mitaan Application Platform 1
24 Mitaan Agent Mobile Application 1
25 PRI Line 2
Page 207 of 277

The MSP shall be deploy more number of above hardware and software /licenses or any additional
hardware and software /licenses if required to meet the overall requirement and SLA of this project.
MSP should not quote separately for the items specified in this Bill of material.
Page 208 of 277

Annexure A– List of Locations (ULBS) and details

Sr. Name of ULB Approximate Estimated Population
No Geographical as per 2011 census
Area(km2 )
1. Ambikapur 36 1,14,575
2. Bilaspur 205 7,50,000
3. Dhamtri 35 101,677
4. Korba 215 3,63,390
5. Rajnandgaon 70 1,63,122
6. Bhilai 357 10,64,222
7. Birgaon 20 96,294
8. Durg 182 2,68,679
9. Raigarh 120 1,37,126
10. Risali Part of Bhilai Part of Bhilai
11. Bhilai-Charoda 190 1,07,170
12. Chirmiri(Koriya) 30 93,366
13. Jagdalpur 183 2,63,000
14. Raipur 226 10,10,087
Page 209 of 277

Annexure B- List of SMS to citizen (service requester/applicant) for Mitaan
Sr No Trigger Size of SMS based on Contents

1 On Service Enquiry- Document and fees requirement 2-3 SMS
2 On Appointment finalisation 1 SMS

3 Mitaan Executive Code 1-2 SMS
4 Document handover OTP 1 SMS
5 Payment receipt and handover confirmation 1 SMS
6 Application submission Confirmation 1 SMS

7 Certificate handover confirmation 1 SMS
8 Message after completion of Feedback 1 SMS
9 Message if appointment is cancelled due to 1 SMS

unavoidable circumstances
10 Message if appointment is cancelled when Citizen is 1-2 SMS
not available
11 Message if appointment is booked via Portal 1-2 SMS
Page 210 of 277

Annexure C- Indicative list of services to be catered at Doorstep of the Citizens.
S No. Service Name
1 Application for Case listing (Revenue Court)
2 Application for Indira Gandhi Disability Pension Yojna
3 Application for inclusion in Indira Gandhi Old age Pension
4 Application for inclusion in Samajik Suraksha Pension Yojana
5 Application for inclusion in Sukhad Sahara Yojana

6 Application for inclusion in Widow Pension
7 Birth Certificate Correction
8 Choice Birth Correction
9 Choice Death Correction
10 Choice Marriage Correction
11 Court Order Certificate (Revenue Court)
12 Death Registration & Certificate Correction
13 Domicile Certificate
14 Explosive License
15 Fertilizer License
16 Fisheries - Allocation of Reservoir on royalty basis
17 Horticulture -New Seed License
18 Horticulture -Renewal of Seed License
19 Income Certificate
20 Issuance of Ration card (APL)
21 Issuance of Trade License
22 Land Information (Land Use)
23 Marksheet For Government School
24 Marriage Registration & Certificate

25 Marriage Registration & Certificate Correction
26 Name transfer (Mutation)of Property Municipal area
Page 211 of 277

S No. Service Name

27 NoC For Building (Plan)construction
28 OBC Certificate
29 PWD- registration of Unemployed Engineer
30 Permanent Cracker license
31 Request for Nakal of document From Bhuiyan (copy of land record etc)
32 Request for Nakal of document Non-Digitized (copy of land record etc)

33 SC/ST Certificate
34 Shop and Establishment Registration
35 Temporary Cracker license
36 Transfer Certificate for Government Engineering/ Poly Technical College
37 Water Tap Connection

38 Fisheries - Allocation of reservoir for lease
39 Forest -Registration of Wood
40 Pesticide license
41 Transfer Certificate for Janshakti Training
42 Choice Marriage Certificate Correction
43 Revenue Services (for conversion of Nazul lease)
44 Revenue Services (for agricultural land / converted farmers book)
Revenue Services (Agricultural land / converted RBC 6 (4) - Relief assistance

45
(natural disaster)
46 Application for clearance license to run installed sawmill
47 Manpower-marks list manpower training

48 Allotment of reservoir / pond on lease
49 Revenue Services (Nazul lease renewal)

50 Asset Nomination Municipality Area
Transfer and Character Certificate for Government Engineering / Polytechnic

51
College
52 Marks list for government school

53 Revenue Services (For Agricultural Land / Altered Demarcation)
Page 212 of 277

S No. Service Name
54 Revenue Services (For Agricultural Land / Changed Nomination)
55 Manpower - Transfer Certificate for Manpower Training
56 Revenue Services (for net lease demarcation)

57 School - Marks List High School
58 Revenue Services (not less than 5 lakhs of capacity)
59 Revenue Services (For Null Lease No Objection Proof)
60 Social security pension scheme

61 Death registration and certificate
62 Birth registration and certificate
63 PAN Card Services
64 Labour Certificate
65 ITI Registration
66 PM-KISSAN
67 PAN Card e-KYC Services
68 Application for Epic
69 National Pension Scheme (NPS)
70 PM SVANIDHI
71 e-PAN Card Services
72 Municipal property booking
73 Water tap name Transfer
74 Food vendor registrar
75
No Objection Certificate for Establishment of Industry
76 National Family Aid
77 Chief Minister Pension Scheme
78 Building permit
Page 213 of 277

Annexure D- Formats for Submission of the Pre-Qualification Bid
Pre-Qualification Bid Checklist

S.No. Parameter/ Criteria Supporting Complian Page No and
document to be ce Section No in
Submitted (Yes/No) Bid
1 The bidder should EMD may be Not Applicable
furnish, as part of its submitted in
proposal, an Earnest Demand Draft OR
Money Deposit (EMD) of Bank guarantee
Rs. Five Lakhs only (Rs (BG) as per Form-
5,00,000/-). 1
2 The bidder should Demand Draft Not Applicable

furnish, as part of its
proposal, an Tender
Fees of Rs Ten
Thousand only
(Rs.10,000/-).
3 Pre-Qualification Bid Form -2
Covering Letter
4 Bidders’ Company profile Form -3
5 The following entities

either as sole bidder or a) Certificate of
consortium members are Incorporation/
allowed to participate in registration
the bidding process:
b) Copy of GST
Companies Registration
registered under the Certificate.
Indian Companies
Act, 1956/ 2013 c) Copy of PAN
OR
Partnership firms
Limited Liability
Partnerships
(registered under
LLP Act, 2008)
Page 214 of 277


OR
Partnership firms
Indian Partnership
Act, 1932
and having a Valid GST

Registration in India.
Consortium is allowed
with maximum 2
members (i.e.1 Lead
member and 1
Consortium member).
6 The Sole Bidder/ Lead Bidder should
Bidder (in case of submit audited
consortium) should have Financial
a registered office and Statements for
operations in India. The Last 5 Years (till
Bidder should be 31/03/2021) OR
operational in India for at Work Order to
least last Five years as of establish the
date of Bid Submission. presence
7 The Sole Bidder/Lead Bidder should

Bidder should have submit following:
successfully completed
OR in the process of a) Bidder should
completion of at least the submit the PO /
following numbers of Work Orders
projects in last Five years clearly indicating
as on last date of bid scope of work as
submission of value per criteria.
specified herein:
b) Project
Completion/
Any One project of value
ongoing
≥ INR 20 Crores as
Certificate from
defined below
the client / CA
Certificate stating
Page 215 of 277


OR the payment
Any Two projects of realized
value < INR 20 Crores
and ≥ INR 15 Crores c) Project Citation
each as defined as per format
provided in Form
OR 16
Any Three projects of
value < INR 15 Crores
and ≥ INR 10 Crores
each as defined below
Note: Definition of
Project for this context:
IT Project: Single work
order/ Multiple Work
orders in a single
agreement on IT project
in IT Application/Data
Centre /IT Network
Operation/Integrated
Command & Control
Centre/ Call Centre/
eGovernance in India.
8 Bidder should have Bidder should

successfully completed submit following:
or in the process of
completion of following a) Bidder should
type of call centre: submit the PO /
Work Orders
At least one Call clearly indicating
Centre/Customer Care or scope of work as
Emergency response per criteria.
Call Centre (ECC) with
b) Project
minimum 25
Completion/
seats/Agents with Central
ongoing
Government/State
Certificate from
Government in India/PSU
Page 216 of 277


the client / CA
OR Certificate stating
100 seats/Agents Call the payment
Centre/ BPO in Non- realized
Government/ non-
emergency environment c) Project Citation
in India as per format
provided in Form
Note: Definition of 16
Project for this context:
Single work order/
Multiple work orders in a
single agreement of call
centre operation
9 The Sole Bidder or Lead Bidder should
bidder should have submit Copy of
 Valid ISO Certificate
9001:2008 or
higher
 CMMi Level-3 or
Higher
Certification
10 Turnover a) The Sole/
and Net worth of sole/ Consortium
Consortium bidder bidder should
have an
average
annual
turnover of at
least INR 100
Crores from
IT/ ITES in
last three
financial
years, 2018-
19, 2019-20
& 2020-21
b) Bidder should
have positive
Net worth in
Page 217 of 277


each of last
three financial
years, 2018-
19, 2019-20
& 2020-21
Note:
1.Turnover in
areas other than
mentioned above;
shall not be
considered for
evaluation.
2. In case of
consortium Lead
member shall be
satisfy minimum
of 51 % of the
financial criteria
and other
Consortium
Member should
have minimum
INR 10 Crores as
average annual
turnover from IT/
ITES in last three
financial years,
2018-19, 2019-20
& 2020-21.
11 Local Office The bidder/ Lead
Member shall
have/ or submit
an undertaking to
establish (if work
gets awarded) an
office in Raipur,
Chhattisgarh.
Page 218 of 277


12 Blacklisting Undertaking as per
Form 4
13 Certificate for Undertaking as per

undertaking for No Form 5
Conflict of Interest
14 The bidder should Consortium
furnish, a consortium agreement as per
agreement in case of Form 6
consortium clearly
mentioning roles and
responsibility of each
member of consortium
15 No Deviation certificate Form 7
16 Total responsibility Form 8

Certificate
17 Power of Attorney in Form 9

name of authorised
signatory
18 Integrity Pact Form 10
19 Anti-Collusion Certificate Form 11
20 Undertaking on Exit Form 12

Management and
Transition
21 Format for Power of Form 13
Attorney for Lead
Member of consortium
Page 219 of 277

Form-1: EMD BG format
Ref: Date:
Bank Guarantee No.
To
4TH Floor, D Block,
Chhattisgarh
Whereas <<Name of the bidder>> (hereinafter called 'the Bidder') has submitted the bid for
Submission of RFP # <<RFP Number>> dated <<Date>> for <<Name of the assignment>>
(hereinafter called "the Bid") to State Urban Development Agency, Government of
Chhattisgarh, Raipur.
Know all Men by these presents that we <<Name of the Bank>> having our office at
<<Address>> (hereinafter called "the Bank") are bound unto the <SUDA> (hereinafter called
"the Purchaser") in the sum of Rs.<<Amount in figures>> (Rupees <<Amount in words>> only)
for which payment well and truly to be made to the said Purchaser, the Bank binds itself, its
successors and assigns by these presents. Sealed with the Common Seal of the said Bank this
……………day of ………………….2021.
The conditions of this obligation are:
1. If the Bidder having its bid withdrawn during the period of bid validity specified by the Bidder
on the Bid Form; or
2. If the Bidder, having been notified of the acceptance of its bid by the Purchaser during the
period of validity of bid
(a) Withdraws his participation from the bid during the period of validity of bid document;
or
(b) Fails or refuses to participate in the subsequent Tender process after having been
short listed;
We undertake to pay to the Purchaser/client up to the above amount upon receipt of its first
written demand, without the Purchaser/client having to substantiate its demand, provided that
in its demand the Purchaser/client will note that the amount claimed by it is due to it owing to
the occurrence of one or both of the two conditions, specifying the occurred condition or
conditions.
This guarantee will remain in force up to the period of Bid validity and its validity should be
Page 220 of 277

extensible to 60 days beyond the bid validity date. Any demand in respect thereof should reach
the Bank not later than the above date.
NOTWITHSTANDING ANYTHING CONTAINED HEREIN:
I. Our liability under this Bank Guarantee shall not exceed Rs. <<Amount in figures>>
(Rupees <<Amount in words>> only)
II. This Bank Guarantee shall be valid up to<<insert date>>)
III. It is condition of our liability for payment of the guaranteed amount or any part thereof
arising under this Bank Guarantee that we receive a valid written claim or demand for
payment under this Bank Guarantee on or before <<insert date>>) failing which our
liability under the guarantee will automatically cease.
(Authorized Signatory of the Bank)

Seal:
Date:
Page 221 of 277

Form-2: Pre-Qualification Bid Covering Letter

<<To be printed on Sole Bidder/Lead bidder company’s letterhead and signed by Authorized
signatory>>
Date: dd/mm/yyyy
To
4TH Floor, D Block,
Chhattisgarh
Subject: RFP for Selection of Managed Service Provider for Implementation of Hamar Sarkar
Hamar Dwar (Mukhyamantri Mitaan Yojana)
Reference: RFP No :<No> Dated<DD/MM/YYYY>
Dear Sir/ Madam,
Having examined the RFP Document (and the clarification / corrigendum issued thereafter, if any),
the receipt of which is hereby duly acknowledged, we, the undersigned, offer to provide the
professional services as required and outlined in the RFP Document for the Selection of Managed
Service Provider for Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan
Yojana). We attach hereto our responses to prequalification requirements and technical &
commercial proposals as required by the RFP Document. We confirm that the information contained
in these responses or any part thereof, including the exhibits, and other documents and instruments
delivered or to be delivered to State Urban Development Agency, Chhattisgarh 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 SUDA in its shortlisting process.
We fully understand and agree to comply that on verification, if any of the information provided here
is
found to be misleading the selection 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
(& subsequent clarification / corrigendum, if any) document and also agree to abide by this bid
response for a period of 180 days from the Bid Opening date. We hereby declare that in case the
contract is awarded to us, we shall submit the contract performance guarantee bond in the form
prescribed the Bid Document.
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
Page 222 of 277

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.
Thanking you,
Yours sincerely,
(Signature of the Sole/Lead bidder)
Printed Name
Designation
Seal
Date:
Place:
Business Address:
Page 223 of 277

Form-3: Bidders’Company profile
Brief company profile (required for Sole/Lead Bidder and all Consortium Members separately)
Sl Particulars Description or details

No
1 Name of Bidder
2 Legal status of Bidder (company, Pvt.
Ltd., LLP etc.)
3 Main business of the Bidder
4 Registered office address
5 Incorporation/Registration date and
number
6 GST number
7 PAN details
8 Primary Contact Person (Name,
Designation, address,
mobile number, fax, email)
9 Secondary Contact Person (Name,
Designation,
address, mobile number, fax, email)
10 Role in Consortium (if applicable) Brief scope of work in the Consortium
Page 224 of 277

Form-4: Non Black-listing Self- Declaration Certificate
<<To be submitted on Company’s/Firm’s letter head. To be submitted by sole/Lead bidder and all
consortium Member (if any) separately>>
Date: dd/mm/yyyy
To
4TH Floor, D Block,
Chhattisgarh
Sir,
In response to the RFP Ref. No. ____________________________________ dated__________ for

Selection of “Managed Service Provider (MSP) for Implementation of Hamar Sarkar Hamar Dwar
(Mukhyamantri Mitaan Yojana)”, I/ We hereby declare that presently our Company/ firm
___________________is not blacklisted in any manner whatsoever by any of the State/UT and/or
central government in India at the time of bid submission on any ground including but not limited to
indulgence in corrupt practice, fraudulent practice, coercive practice, undesirable practice or
restrictive practice on the date of Bid Submission.
If this declaration is found to be incorrect then without prejudice to any other action that may be
taken, my/our security may be forfeited in full and the tender if any to the extent accepted may be
cancelled.
Place:
Date:
Bidder’s Company Seal:
Authorized Signatory’s Signature:

Authorized Signatory’s Name and Designation:
Page 225 of 277

Form-5: Certificate for undertaking for No Conflict of Interest
<<To be submitted on Company’s/Firm’s letter head. To be submitted by sole/Lead bidder and all
consortium Member (if any) separately>>
Certificate for undertaking for No Conflict of Interest
We hereby confirm that our company <insert name of the company> is not involved in any conflict
of interest situation with one or more parties in this bidding process, including but not limited to –
• Receive or have received any direct or indirect subsidy from any of them; or
• Have common controlling shareholders; or
• Have the same legal representative for purposes of this Bid; or
• Have a relationship with each other, directly or through common third parties, that puts them in a
position to have access to information about or influence on the Bid of another Bidder, or
• Influence the decisions of State Urban Development Agency regarding this bidding process; or
• Participation in more than one bid in this bidding process. Participation in more than one Bid will
result in the disqualification of all Bids. However, this does not limit the inclusion of the same product
(commercially available hardware, software or network product manufactured or produced by the
firm), as well as purely incidental services such as installation, configuration, routine training and
ongoing maintenance/support, in more than one bid; or
• Participation as a consultant in the preparation of the design or technical specifications of the

goods and services that are the subject of the bid.
• Association as Consultant / Advisor / Third party independent evaluating agency with any of the
agencies taking part in the bid process.
Yours sincerely,
(Authorized Signatory)
(Name, Designation, Address, Contact Details, Seal, Date)
Page 226 of 277

Form-6: Consortium agreement
(To be printed on Rs. 100/- Stamp Paper)
This Consortium Agreement (hereinafter the "Agreement") entered into this _______ day of
___________ (“Date of Signing”) BETWEEN ______________ through Authorized Signatory
Having their principal place of business at ____________________ in India for and on behalf of
(hereinafter called "the Bidder") of the ONE PART; AND_________________ through Authorized
Signatory having their principal place of business at in India for and on behalf
of____________________ (hereinafter called "the Bidder") of the SECOND PART;
RECITALS
a. State Urban Development Agency RFP No. ------------------------------------------------------------------------

--(hereinafter the “RFP Document”), inviting proposal for Selection of Managed Service Provider
for Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana) as described
in the RFP;
b. As specified in clause _____ of the RFP Document, the Bidder has formed a consortium and
hereby enters into this Agreement and the Parties have agreed to the participate as members of the
Consortium subject to said terms and conditions of this Agreement
The members of the Agreement shall each be referred to as the “Party” and together as the “Parties”
NOW THEREFORE, in consideration of the mutual covenants of the Parties, the sufficiency whereof
is hereby acknowledged and other good valuable consideration, the Parties agree as follows:
1. Definitions and Interpretation Definitions
Capitalized terms used in this Agreement shall have their respective defined meanings, and/or shall
have the meaning specified in the Contract and the RFP/Tender Document and subsequently signed
Contract between Authority and Bidder, unless the context expressly or by necessary implication
otherwise requires.
“Contract” shall mean the Contract entered into by the Bidder and Authority Interpretation
i) For the purpose of this Agreement, where the context so admits, (i) the singular shall be deemed to
include the plural and vice-versa, and (ii) masculine gender shall be deemed to include the feminine
gender and vice-versa.
ii) References to a “person” if any shall, where the context so admits, include references to natural
persons, partnership firms, companies, bodies corporate and associations, whether incorporated or
not or any other organization or entity including any governmental or political subdivision, ministry,
department or agency thereof;
iii) The headings and sub-headings are inserted for convenience only and shall not affect the
construction and interpretation of this Agreement.
Page 227 of 277

iv) References to the word “include” and “including” shall be construed without limitation.
v) any reference to day shall mean a reference to a calendar day;
2. Purpose of Consortium Agreement
The purpose of this Agreement is to specify the responsibilities of the Parties towards the Authority,
supplement the provisions of the Contract and the RFP/Tender Document concerning the Project
and to set out further rights and obligations of the Parties supplementing but not conflicting with
those present in the Contract and the Tender Document.
3. Duration
This Agreement shall come into force as of the Date of Signing and shall continue in full force and
effect until the complete discharge of all obligations, concerning the carrying out of the Project, which
have been taken on by the Parties under the Contract, RFP/Tender Document and under this
Agreement. The members of the consortium would be available throughout the contract period.
4. Coordinator
The Parties hereby understand and agree that there shall be a “Lead Member” who shall be the
point
of contact for the purpose of the Project. It is hereby agreed by the Parties that for the purpose of the
Agreement, M/s._________ have been appointed as Lead Member. The Lead Member shall be
specifically authorized by the Parties to make representations and declarations on their behalf.
However, it is clarified that every member of the consortium shall be equally responsible and jointly
and severally liable for the successful completion of the entire Project.
For the purpose of this Agreement, the RFP/Tender Document and the Contract, the Lead Member
shall be the single point of contact for the Authority, shall have the overall responsibility of the
management of the Project and shall have single point responsibility for ensuring that all members of
the consortium are complying with the terms and conditions set out in the Contract and the
RFP/Tender Document.
All instructions/communications from Authority to the Lead member shall be deemed to have been
duly provided to the member/s of the consortium.
For the avoidance of doubt it is hereby clarified that the all Parties of the consortium shall be
individually, jointly & severely responsible for the obligations under the RFP/Tender Document,
Contract and this Agreement, irrespective of the specific roles/responsibilities undertaken by them.
5. Rights and Obligations
For delivery of all services as per the agreement with Authority, Lead Member shall be primarily
accountable and responsible.
The Lead Member shall be responsible for the transmission of any documents and information
connected with the Project to the Parties concerned.
Page 228 of 277

It is hereby clarified that representations and declarations made by the Lead Member shall be legally
binding on all the Parties of the Agreement.
Each Party shall use reasonable efforts to perform and fulfil, promptly, actively and on time, all of its
obligations under the RFP/Tender Document, Contract and this Agreement.
All commercials activities with Authority will be conducted by the Lead Member.
6. Responsibilities towards each other
Each Party undertakes:-
i. to promptly notify each of the Parties about any significant delay in fulfilment of milestones in
relation to the Project;
ii. To inform other Parties of relevant communications it receives from third parties in relation to the
Project.
iii. Each Party shall use reasonable efforts to ensure the accuracy of any information or materials it
supplies hereunder or under the Contract and promptly to correct any error that came to its
knowledge.
iv. Each Party shall act in good faith. When a Party believes that for carrying out the Project or use of
knowledge from the Project it might require access rights to another Party’s pre-existing know-how or
to another Party's knowledge and material which is not from the Project, it shall obtain written
permission from the Party prior to the use of such material.
v. Each Party shall abide with the terms of confidentiality as described in RFP/Tender Document and
shall also abide with all the clauses of the RFP/Tender Document.
vi. Each Party shall share and disclose information including confidential information and documents
as may be necessary for the Project. The Parties hereby understand and agree that the information
shall be used solely for the purpose of the Project and not for its own use or for any third party
benefit.
7. Liabilities
Liability towards each other
The Parties hereby understand and agree that all the Parties shall be jointly and severally liable for
any default with regard to the deliverables as per the RFP/Tender Document.
Indemnification of a Party to other
Each Party shall indemnify each of the other Parties, in respect of liability resulting from acts or
omissions of it.
Liability towards Third Parties
Page 229 of 277

Subject to such other undertakings and warranties as are provided for in this Agreement and the
Contract, each Party shall be solely liable for any loss, damage or injury to third parties resulting from
its carrying out its parts of the Project and from its use of knowledge and/or know how.
8 Assignment
No Party shall, without the prior written consent of the Authority and of the other Parties, assign or
otherwise transfer partially or totally any of its rights and obligations under Agreement.
The Parties hereby represents and warrants that: -
(a) They are duly organized and validly existing under the laws of India and have full power and
authority to enter into this Agreement and to perform its obligations under this Agreement. The
execution and validity of this Agreement and the consummation of the transactions contemplated by
this Agreement have been duly authorized by all necessary action on the part of the Parties;
(b) This Agreement constitutes a valid and binding obligation of the Parties, enforceable against
them in accordance with the terms hereof, and the execution, delivery and performance of this
Agreement and all instruments or agreements required hereunder do not contravene, violate or
constitute a default of or require any consent or notice under any provision of any agreement or
other instrument to which the Bidder is a party or by which the Bidder are or may be bound.
(c) Each of the representations shall be construed as a separate representation, covenant or

undertaking, as the case may be, and shall not be limited by the terms of any other representation or
by any other term of this Agreement.
(d) The Parties have read, understood and agree with the terms of this Agreement and the
RFP/Tender Document.
9. Miscellaneous
(a)This Agreement shall be specifically enforceable at the instance of any of the Parties.
(b) Notices, demands or other communication required or permitted to be given or made under this
Agreement shall be in writing in the English language and delivered personally or sent by prepaid
post with recorded delivery addressed to the intended recipient at its address set forth below:
If to the Party of the First Part
[Add name]
[Add address]
Attention: [add name of the person]
If to the Party of the Second Part
[Add name]
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[Add address]
Attention: [add name of the person]
(c) Any such notice, demand or communication shall, unless the contrary is proved, be deemed to
have been duly served at the time of delivery in the case of service by delivery in person or by
registered post.
(d) Each Party shall bear its own legal, accounting, professional and advisory fees, commissions and
other costs and expenses incurred by it in connection with this Agreement and the transactions
contemplated herein.
(e)This Agreement supersedes all prior discussions and agreements (whether oral or written,
including all event of any conflict between the terms of this Agreement and the Contract and the
RFP/Tender Document, the terms of the Contract shall prevail.
(f) Any provision of this Agreement, which is invalid or unenforceable, shall be ineffective to the
extent of such invalidity or unenforceability, without affecting in any way the remaining provisions
hereof.
(g) This Agreement shall be governed and interpreted by, and construed in accordance with the
substantive laws of India, without giving effect to the principles of conflict of laws there under.
(h) Any and all disputes or differences between the Parties arising out of or in connection with this
Agreement or its performance shall, so far as it is possible, be settled amicably through consultation
between the Parties. If after 30 (thirty) days of consultation, the Parties have failed to reach an
amicable settlement, on any or all disputes or differences arising out of or in connection with this
Agreement or its performance, such disputes or differences shall be submitted to final and binding
arbitration.
The arbitration panel shall consist of two arbitrators: one nominated by [add name of Party of the
First Part] and the second nominated by _____ [add name of Party of the Second part]. The
arbitration shall be governed by the Chhattisgarh Arbitration Tribunal Act. The place of arbitration
shall be Raipur, India. The language to be used in the arbitration proceedings shall be English. The
award of the arbitration proceedings will be final and binding on both Parties to the Agreement.
(i) This Agreement shall be governed by the laws of India.
IN WITNESS WHEREOF, the Parties have entered into this Agreement the day and year first above
written. [add name of the party of the First Part]
Authorized Signatory
Name:
Designation:
In the presence of:
Page 231 of 277

Name:
Address:
[Add name of the party of the Second Part]
Authorized Signatory
Name
Designation:
In presence of:
Name:
Address:
Page 232 of 277

Form-7: No Deviation certificate
(To be provided on the Sole Bidder/ Lead Bidder in Company letter head)
Place:
Date:
To
4TH Floor, D Block,
Chhattisgarh
Subject: Self Declaration of No Deviation in response to the RFP for Selection of Managed Service
Provider for Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana)
Reference: RFP No :< > Dated<DD/MM/YYYY>
Dear Sir,
This is to certify that our offer is exactly in line with your tender enquiry/RFP (including amendments)
no.
_________ dated __________. This is to expressly certify that our offer contains no deviation either
Technical (including but not limited to Scope of Work, Business Requirements Specification,
Functional Requirements Specification, Hardware Specification and Technical Requirements
Specification) or Commercial in either direct or indirect form.
Signature:
Name:
Designation:
Address:
Seal:
Date:
Page 233 of 277

Form-8:Total responsibility Certificate
(To be provided on the Company letter head by Sole Bidder/Lead Bidder)
Place :
Date :
To
4TH Floor, D Block,
Chhattisgarh
Ref: RFP No. <<…..>> dated << …..>>
Subject: Self Declaration of Total Responsibility in response to the “RFP for Selection of “Managed
Service Provider (MSP) for Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri
Mitaan Yojana)”
Sir,
This is to certify that we undertake the total responsibility for the defect free operation of the
proposed solutions as per the requirement of the RFP for the duration mentioned in all the volumes
of the RFP.
Signature:
Name:
Designation:
Address:
Seal:
Date:
Page 234 of 277

Form-9:Power of Attorney in name of authorised signatory

Whereas the State Urban Development Agency has invited applications from interested parties for
the RFP for Selection of Managed Service Provider for Implementation of Hamar Sarkar Hamar
Dwar (Mukhyamantri Mitaan Yojana)”.
Whereas …………………………..……….,……………………………………..and ………………………..

(Collectively “Consortium”) being Members of the Consortium are interested in bidding for the Project
in accordance with the terms and conditions of the Request for Proposal (RFP document) and other
connected documents in respect of the Project, and
Whereas, it is necessary for the Members of the Consortium to designate one of them as the Lead
Member with all necessary power and authority to do for and on behalf of the Consortium, all acts,
deeds and things as may be necessary in connection with the Consortium’s bid for the Project and
its execution.
NOW, THEREFORE, KNOW ALL MEN BY THESE PRESENTS
We, ………………………………………. Having our Registered office at …………………………….,
M/s,………………………………………. Having our Registered office at …………………………….,
(hereinafter collectively referred to as the “Principals”) do hereby irrevocably designate, nominate,

constitute, appoint and authorize M/s. ……………………… having its registered office at…………
………………………………………, being one of the Members of the Consortium, as the Lead
Member and true and lawful attorney of the Consortium (hereinafter referred to as the “Attorney”).
We
hereby irrevocably authorize the Attorney (with power to sub-delegate) to conduct all business for
and on behalf of the Consortium and any one of us during the bidding process and, in the event the
Consortium is awarded the concession/contract, during the execution of the Project and in this
regard, to do on our behalf and on behalf of the Consortium, all or any of such acts, deeds or things
as are necessary or required or incidental to the pre-qualification of the Consortium and submission
of its bid for the Project, including but not limited to signing and submission of all applications, bids
and other documents and writings, participate in bidders and other conferences, respond to queries,
submit information/ documents, sign and execute contracts and undertakings consequent to
acceptance of the bid of the Consortium and generally to represent the Consortium in all its dealings
with the State Urban Development Agency, and/ or any other Government Agency or any person, in
all matters in connection with or relating to or arising out of the Consortium’s bid for the Project and/
or upon award thereof till the Concession Agreement is entered into with the State Urban
Development Agency.
AND hereby agree to ratify and confirm and do hereby ratify and confirm all acts, deeds and things
done or caused to be done by our said Attorney pursuant to and in exercise of the powers conferred
by this Power of Attorney and that all acts, deeds and things done by our said Attorney in exercise of
the powers hereby conferred shall and shall always be deemed to have been done by us/
Consortium.
Page 235 of 277

IN WITNESS WHEREOF WE THE PRINCIPALS ABOVE NAMED HAVE EXECUTED THIS POWER
OF ATTORNEY ON THIS ……………… DAY OF ………………., 2021
For …………………………………
(Signature)
…………………………………
(Name & Title)
For …………………………………
(Signature)
…………………………………
(Name & Title)
Witnesses:
1.
2.
(Executants)
(To be executed by all the Members of the Consortium)
Notes:
 The mode of execution of the Power of Attorney should be in accordance with the procedure,
if any, laid down by the applicable law and the charter documents of the executant(s) and
when it is so required, the same should be under common seal affixed in accordance with the
required procedure.
 Also, wherever required, the Bidder should submit for verification the extract of the charter
documents and documents such as a board or shareholders’ resolution/power of attorney in
favour of the person executing this Power of Attorney for the delegation of power hereunder
on behalf of the Bidder.
 For a Power of Attorney executed and issued overseas, the document will also have to be
legalized by the Indian Embassy and notarized in the jurisdiction where the Power of
Attorney is being issued. However, the Power of Attorney provided by Bidders from countries
that have signed the Hague Legislation Convention, 1961 are not required to be legalized by
the Indian Embassy if it carries a conforming Apostle certificate.
Page 236 of 277

Form-10:Integrity Pact
This pre-contract agreement (hereinafter called the “Integrity Pact” or “Pact”) is made on <<day>> of
<<month, year>>, between, on one hand, the President of India/ Governor of the state acting
through the Chief Executive Officer, State Urban Development Agency, Chhattisgarh, Purchaser
(hereinafter called the “BUYER”, which expression shall mean and include, unless the context
otherwise requires, his successors in office and assigns) of the First Part
AND
M/s <<bidder’s legal entity >> represented by <<name and designation>> (hereinafter called the
“BIDDER/Seller/Managed Service Provider”, which expression shall mean and include, unless the
context otherwise requires, his successors and permitted assigns) of the Second Part. WHEREAS
State Urban Development Agency proposes to engage the Managed Service Provider/ System
Integrator (SI) for Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana)”
and the BIDDER is willing to offer/has offered the services and WHEREAS the BIDDER is a private
company, constituted in accordance with the relevant law in the matter and the BUYER is a
Ministry/Department of the Government of Chhattisgarh performing its functions on behalf of the
President of India/ Governor of the state.
NOW, THEREFORE,
To avoid all forms of corruption by following a system that is fair, transparent and free from any
influence/prejudiced dealings prior to, during and subsequent to the currency of the contract to be
entered into with a view to:-
Enabling the BUYER to obtain the desired services at a competitive price in conformity with the
defined specification by avoiding the high cost and the distortionary impact of corruption on public
procurement, and Enabling BIDDERs to abstain from bribing or indulging in any corrupt practice in
order to secure the contract by providing assurance to them that their competitors will also abstain
from bribing and other corrupt practices and the BUYER will commit to prevent corruption, in any
form, by its officials by following transparent procedures. The parties hereto hereby agree to enter
into this Integrity Pact and agree as follows:
1. Commitments of State Urban Development Agency (SUDA), Chhattisgarh
1.1. The State Urban Development Agency, Chhattisgarh undertakes that no official of State
Urban Development Agency, connected directly or indirectly with the contract, will demand,
take a promise for or accept, directly or through intermediaries, any bribe, consideration, gift,
reward, favor or any material or immaterial benefit or any other advantage from the BIDDER,
either for themselves or for any person, organization or third party related to the contract in
exchange for an advantage in the bidding process, bid evaluation, contracting or
implementation process related to the contract.
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1.2. State Urban Development Agency, Chhattisgarh will, during the pre-contract stage, treat all
the BIDDERs alike, and will provide to all BIDDERs the same information and will not provide
any such information to any particular BIDDER which could afford an advantage to that
particular BIDDER in comparison to other BIDDERs.
1.3. All the officials of State Urban Development Agency, Chhattisgarh will report to the
appropriate Government office any attempted or completed breaches of the above
commitments as well as any substantial suspicion of such a breach.
1.4. In case any such preceding misconduct on the part of such official(s) is reported by the
BIDDER to State Urban Development Agency with full and verifiable facts and the same is
prima facie found to be correct by the State Urban Development Agency, necessary
disciplinary proceedings, or any other action as deemed fit, including criminal proceedings
may be initiated by State Urban Development Agency and such a person shall be debarred
from further dealings related to the contract process. In such a case while an enquiry is being
conducted by State Urban Development Agency, the proceedings under the contract would
not be stalled.
2. Commitments of the BIDDER
2.1. The BIDDER commits itself to take all the measures necessary to prevent corrupt practices,
unfair means and illegal activities during any stage of its bid or during any pre-contract or
post-contract stage in order to secure the contract or in furtherance to secure it and in
particular commit itself to the following:-
2.2. The BIDDER will not offer, directly or through intermediaries, any bribe, gift, consideration,
reward, favor or any material or immaterial benefit or other advantage, commission, fees,
brokerage or inducement to any official of State Urban Development Agency, connected
directly or indirectly with the bidding process, or to any person, organization or third party
related to the contract in exchange for any advantage in the bidding, evaluation, contracting
and implementation of the contract.
2.3. The BIDDER further undertakes that it has not given, offered or promised to give, directly or
indirectly any bribe, gift, consideration, reward, favor , any material or immaterial benefit or
other advantage, commission, fees, brokerage or inducement to any official of State Urban
Development Agency or otherwise in procuring the Contract or forbearing to do or having
done any act in relation to the obtaining or execution of the contract or any other contract with
the Government for showing or forbearing to show favor or dis-favor to any person in relation
to the contract or any other contract with the Government.
2.4. BIDDER shall disclose the payments to be made by them to agents/brokers or any other
intermediary, in connection with this bid/contract.
2.5. The BIDDER further confirms and declares to State Urban development Agency that the
BIDDER has not engaged any individual or firm or company whether Indian or foreign to
intercede, facilitate or in any way to recommend to the BUYER or any of its functionaries,
whether officially or unofficially to the award of the contract to the BIDDER, nor has any
amount been paid, promised or intended to be paid to any such individual, firm or company in
respect of any such intercession, facilitation or recommendation.
Page 238 of 277

2.6. The BIDDER, either while presenting the bid or during pre-contract negotiations or before
signing the contract, shall disclose any payments he has made, is committed to or intends to
make to officials of State Urban Development Agency or their family members, agents,
brokers or any other intermediaries in connection with the contract and the details of services
agreed upon for such payments.
2.7. The BIDDER will not collude with other parties interested in the contract to impair the
transparency, fairness and progress of the bidding process, bid evaluation, contracting and
implementation of the contract.
2.8. The BIDDER will not accept any advantage in exchange for any corrupt practice, unfair
means and illegal activities.
2.9. The BIDDER shall not use improperly, for purposes of competition or personal gain, or pass
on to others, any information provided by State Urban Development Agency as part of the
business relationship, regarding plans, technical proposals and business details, including
information contained in any electronic data carrier. The BIDDER also undertakes to exercise
due and adequate care lest any such information is divulged.
2.10. The BIDDER commits to refrain from giving any complaint directly or through any other
manner without supporting it with full and verifiable facts.
2.11. The BIDDER shall not instigate or cause to instigate any third person to commit any of the
actions mentioned above.
2.12. If the BIDDER who is involved in the bid process or any employee of such BIDDER or any
person acting on behalf of such BIDDER, either directly or indirectly, is a relative of any of the
officers of State Urban Development Agency, or alternatively, if any relative of an officer of
State Urban Development Agency, who is involved in the bid process has financial
interest/stake in the BIDDER’s firm, the same shall be disclosed by the BIDDER at the time of
filing of tender.
2.13. The BIDDER shall not lend to or borrow any money from or enter into any monetary dealings
or
transactions, directly or indirectly, with any employee of State Urban Development Agency.
For the purposes of clauses 2.11 & 2.12, the listed words shall have the ascribed meanings
as follows:
i) “Employee of such BIDDER or any person acting on behalf of such BIDDER” means only
those persons acting on behalf of such Bidder who are involved in the bid process / Project.
ii) “officers/employee of the BUYER”, means only those persons who are involved in the bid
process / Project.
iii) “Financial interest/stake in the BIDDER’s firm” excludes investment in securities of listed
companies”.
Page 239 of 277

3. Previous Transgression
3.1. The BIDDER declares that no previous transgression occurred in the last three years
immediately before signing of this Integrity Pact, with any other company in the country in
respect of any corrupt practices envisaged hereunder or with any Public Sector Enterprise in
India or any Government Department in India/Chhattisgarh that could justify BIDDER’s
exclusion from the tender process.
3.2. The BIDDER agrees that if it makes incorrect statement on this subject, BIDDER can be
disqualified from the tender process or the contract, if already awarded, can be terminated for
such reason.
4. Earnest Money (EMD)
4.1. The Bidder’s EMD of Rs. ___________ deposited along with the bid/proposal shall remain
valid till the submission of performance guarantee by the BIDDER.
4.2. In case of the successful BIDDER, a clause would also be incorporated in the Performance
Bank Guarantee that the provisions of Sanctions for Violation shall be applicable for forfeiture
of Performance Bond in case of a decision by State Urban Development Agency to forfeit the
same without assigning any reason for imposing sanction for violation of this Pact.
4.3. Within 30 days of the receipt of notification of award from State Urban Development Agency,
the successful Bidder shall furnish the performance security equal to 10% of the value of
contract from a commercial bank in accordance with the conditions of the Agreement, as
prescribed in the RFP.
4.4. Performance security should remain valid from date of execution of Contract to the expiry of
60 days after the date of completion of all contractual obligations including warranty
obligations.
4.5. No interest shall be payable by State Urban Development Agency to the BIDDER on Earnest
Money/ Performance Security for the period of its currency.
5. Sanctions for Violations
5.1. Any breach of the aforesaid provisions by the BIDDER or any one employed by it or acting on
its behalf (whether with or without the knowledge of the BIDDER) shall entitle State Urban
Development Agency to take all or any one of the following actions, wherever required:
(i) To immediately call off the pre-contract negotiations without assigning any reason or giving
any compensation to the BIDDER. However, the proceedings with the other BIDDER(s)
would continue.
(ii) The Earnest Money Deposit (in pre-contract stage) and/or Performance Security (after the
contract is signed) shall stand forfeited either fully or partially, as decided by State Urban
Page 240 of 277

Development Agency and State Urban Development Agency shall not be required to assign
any reason therefore.
(iii) To immediately cancel the contract, if already signed, without giving any compensation to
the BIDDER.
(iv) To recover all sums already paid by State Urban Development Agency, and in case of an
Indian BIDDER with interest thereon at 2% higher than the prevailing prime lending rate of
State Bank of India, while in case of a BIDDER from a country other than India with interest
thereon at 2% higher than the LIBOR. If any outstanding payment is due to the BIDDER from
State Urban Development Agency in connection with any other contract for any other stores,
such outstanding payment could also be utilised to recover the aforesaid sum and interest.
(v) To encash the advance bank guarantee and performance bond/warranty bond, if
furnished by the BIDDER, in order to recover the payments, already made by the State Urban
Development Agency, along with interest.
(vi) To cancel all or any other Contracts with the BIDDER. The BIDDER shall be liable to pay
compensation for any loss or damage to State Urban Development Agency resulting from
such cancellation/rescission and the State Urban Development Agency shall be entitled to
deduct the amount so payable from the money(s) due to the BIDDER.
(vii) To debar the BIDDER from participating in future bidding processes of the Government
of India for a minimum period of five years, which may be further extended at the discretion of
the BUYER.
(viii) To recover all sums paid in violation of this Pact by BIDDER(s) to any middleman or
agent or broker with a view to securing the contract.
(ix) In cases where irrevocable Letters of Credit have been received in respect of any
contract signed by State Urban Development Agency with the BIDDER, the same shall not be
opened.
(x) Forfeiture of Performance Bond/Security in case of a decision by State Urban

Development Agency to forfeit the same without assigning any reason for imposing sanction
for violation of this Pact.
5.2. State Urban Development Agency will be entitled to take all or any of the actions mentioned
at para 5.1 (i) to (x) of this Pact also on the Commission by the BIDDER or any one employed
by it or acting on its behalf (whether with or without the knowledge of the BIDDER), of an
offence as defined in Chapter IX of the Indian Penal code, 1860 or Prevention of Corruption
Act, 1988 or any other statute enacted for prevention of corruption.
5.3. The decision of State Urban Development Agency to the effect that a breach of the provisions
of this Pact has been committed by the BIDDER shall be final and conclusive on the
BIDDER. However, the BIDDER can approach the Independent Monitor(s) appointed for the
purposes of this Pact.
Page 241 of 277

6. Fall Clause
6.1. The BIDDER undertakes that under similar buying conditions, it has not supplied/is not
supplying
similar product/systems or subsystems at a price lower than that offered in the present bid in
respect of any other Ministry/Department of the Government of India/Chhattisgarh or PSU
and if it is found at any stage that similar product/systems or subsystems was so supplied by
the BIDDER to any other Ministry/Department of the Government of India/Chhattisgarh or a
PSU at a lower price, then that very price, with due allowance for elapsed time, will be
applicable to the present case and the difference in the cost would be refunded by the
BIDDER to State Urban Development Agency, if the contract has already been concluded
7. Independent Monitors
7.1. State Urban Development Agency will appoint Independent Monitors (hereinafter referred to
as Monitors) for this Pact.
7.2. The task of the Monitors shall be to review independently and objectively, whether and to
what extent the parties comply with the obligations under this Pact.
7.3. The Monitors shall not be subject to instructions by the representatives of the parties and
perform their functions neutrally and independently.
7.4. Both the parties accept that the Monitors have the right to access all the documents relating
to the project/procurement, including minutes of meetings.
7.5. As soon as the Monitor notices, or has reason to believe, a violation of this Pact, S/he will so
inform the Authority designated by the State Urban Development Agency.
7.6. The BIDDER(s) accepts that the Monitor has the right to access without restriction to all
Project documentation of the BUYER including that provided by the BIDDER. The BIDDER
will also grant the Monitor, upon his request and demonstration of a valid interest,
unrestricted and unconditional access to his project documentation. The same is applicable
to Subcontractors. The Monitor shall be under contractual obligation to treat the information
and documents of the BIDDER/Subcontractor(s) with confidentiality.
7.7. State Urban Development Agency will provide to the Monitor sufficient information about all
meetings among the parties related to the Project provided such meetings could have an
impact on the contractual relations between the parties. The parties will offer to the Monitor
the option to participate in such meetings.
7.8. The Monitor will submit a written report to the designated Authority of State Urban
Development Authority within 8 to 10 weeks from the date of reference or intimation to him by
the State Urban Development Agency/BIDDER and, should the occasion arise, submit
proposals for correcting problematic situations.
Page 242 of 277

8. Facilitation of investigation
In case of any allegation of violation of any provisions of this Pact or payment of commission, State
Urban Development Agency or its agencies shall be entitled to examine all the documents including
the Books of Accounts of the BIDDER and the BIDDER shall provide necessary information and
documents in English and shall extend all possible help for the purpose of such examination.
9. Law and Place of Jurisdiction
This Pact is subject to Indian Law. The place of performance and jurisdiction is Raipur.
10. Other Legal Actions
The actions stipulated in this Integrity Pact are without prejudice to any other legal action that may
follow in accordance with the provisions of the extant law in force relating to any civil or criminal
proceedings.
11. Validity
11.1. The validity of this Integrity Pact shall be from date of its signing and extend up to the
complete execution of the contract to the satisfaction of both the BUYER and the BIDDER,
including warranty period, whichever is later. In case Bidder is unsuccessful, this Integrity
Pact shall expire after six months from the date of signing of the contract.
11.2. Should one or several provisions of this Pact turn out to be invalid, the remainder of this Pact
shall remain valid. In this case, the parties will strive to come to an agreement to their original
intentions.
The parties hereby sign this Integrity Pact at __________ on ___________
State Urban Development Agency Bidder………………………...
Chief Executive Officer Authorised Signatory
Witness: 1……….
Witness: 2………
Page 243 of 277

Page 244 of 277

Form-11:Anti-Collusion Certificate
[Certificate should be provided by Lead Bidder/Sole Bidder on letter head]
Date: dd/mm/yyyy
To
4TH Floor, D Block,
Chhattisgarh
Sir,
Subject: Anti-Collusion Certificate in response to the “RFP for Selection of Managed Service
Provider for Implementation of Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana
Ref: RFP No. <<…..>> dated << …..>>
Dear Sir,
We hereby certify and confirm that in the preparation and submission of our Bid for Request for “RFP
for Selection of Managed Service Provider for Implementation of Hamar Sarkar Hamar Dwar
(Mukhyamantri Mitaan Yojana”, against the RFP issued by Authority, we have not acted in concert
or in collusion with any other Bidder or other person(s) and also not done any act, deed or thing,
which is or could be regarded as anticompetitive.
We further confirm that we have not offered nor will offer any illegal gratification in cash or kind to
any person or organization in connection with the instant bid.
(Signature of the Lead Bidder)
Printed Name
Designation
Seal
Date:
Place:
Business Address:
Page 245 of 277

Form-12: Undertaking on Exit Management and Transition
RFP Ref. Date:
To
4TH Floor, D Block,
Chhattisgarh
Dear Sir,
Sub: Undertaking on Exit Management and Transition
1. I/We hereby undertake that at the time of completion of our engagement with the State Urban
Development Agency, either at the End of Contract or termination of Contract before planned
Contract Period for any reason, we shall successfully carry out the exit management and
transition of this Project to the State Urban Development Agency or to an agency identified by
State Urban Development Agency to the satisfaction of the State Urban Development
Agency. I/We further undertake to complete the following as part of the Exit management and
transition:
a. We undertake to complete the updation of all Project documents and other artefacts and
handover the same to SUDA before transition.
b. We undertake to design standard operating procedures to manage system (including

application and IT systems), document the same and train State Urban Development
Agency personnel on
the same.
c. If State Urban Development Agency decides to take over the operations and
maintenance of the Project on its own or identifies or selects any other agency for
providing operations & maintenance services on this Project, then we shall provide
necessary handholding and transition support, which shall include but not be limited to,
conducting detailed walkthrough and demonstrations for the IT Infrastructure, handing
over all relevant documentation, addressing the queries/clarifications of the new agency
with respect to the working / performance levels of the ICT components , conducting
Training sessions etc.
2. I/We also understand that the Exit management and transition will be considered complete on
the basis of approval from State Urban Development Agency.
Page 246 of 277

Yours faithfully,
(Signature of the Authorized signatory of the Bidding Organization)
Name:
Designation:
Date:
Seal:
Business Address:
Page 247 of 277

Form 13: Format for Power of Attorney for Lead Member of consortium
(To be executed by all members of the Consortium)
Whereas the State Urban Development Agency (the “Authority”) has invited proposals from applicants
for <RFP Name>, (the “Project”).
Whereas, [name of Party] and [name of Party] (collectively the “Consortium”) being Members of the
Consortium are interested in bidding for the Project in accordance with the terms and conditions of
the Request for Qualification and Request for Proposal and other connected documents in respect of
the Project, and Whereas, it is necessary for the Members of the Consortium to designate one of
them as the Member in-charge with all necessary power and authority to do for and on behalf of the
Consortium, all acts, deeds and things as may be necessary in connection with the Consortium’s bid
for the Project and its execution.
NOW, THEREFORE, KNOW ALL MEN BY THESE PRESENTS,
We, [name of Party] having our registered office at [registered address] and M/s.[name of
Party],having our registered office at [registered address], (hereinafter collectively referred to as the
“Principals”) do hereby irrevocably designate, nominate, constitute, appoint and authorise M/s [name
of Member In-charge], having its registered office at [registered address], being one of the Members
of the Consortium, as the Member In-charge and true and lawful attorney of the Consortium
(hereinafter referred to as the “Attorney”) and hereby irrevocably authorise the Attorney (with power to
sub- delegate to any person) to conduct all business for and on behalf of the Consortium and any one
of us during the bidding process and, in the event the Consortium is awarded the Contract, during the
performance of the services related to the Project, and in this regard, to do on our behalf and on
behalf of the Consortium, all or any of such acts, deeds or things as are necessary or required or
incidental to the submission of its bid for the Project, including but not limited to signing and
submission of all applications, bids and other documents and writings, accept the Letter of
Acceptance, participate in bidders’ and other conferences, respond to queries, submit
information/documents, sign and execute contracts and undertakings consequent to acceptance of
the bid of the Consortium and generally to represent the Consortium in all its dealings with the
Authority, and/ or any other government agency or any person, in all matters in connection with or
relating to or arising out of the Consortium’s bid for the Project and/ or upon award thereof until the
Contract is entered into with the Authority.
Page 248 of 277

AND hereby agree to ratify and confirm and do hereby ratify and confirm all acts, deeds and things
done or caused to be done by our said Attorney pursuant to and in exercise of the powers conferred
by this Power of Attorney and that all acts, deeds and things done by our said Attorney in exercise of
the powers hereby conferred shall and shall always be deemed to have been done by us/
Consortium.
IN WITNESS WHEREOF WE THE PRINCIPALS ABOVE NAMED HAVE EXECUTED THIS POWER
OF ATTORNEY ON THIS [date in words] DAY OF [month] [year in ‘yyyy’ format].
SIGNED, SEALED & DELIVERED
For and on behalf of MEMBER IN-CHARGE by:
[Signature]
[Name]
[Designation]
[Address]
SIGNED, SEALED & DELIVERED
Page 249 of 277

Annexure E- Formats for Submission of the Technical Bid
Technical Bid Check-List

S.No. Parameter/ Criteria Supporting Compliance Page No and
document to (Yes/No) Section No in
be Submitted Bid
1 Technical Bid Covering Form 14
Letter
2 Project Citation Form 15
/Credential Summary
3 Experience in Information Form 16 and
Technology relevant
supporting
documents as
per Technical
Evaluation
criteria
4 Experience in Call Centre Form 16 and
Operation relevant
supporting
documents as
per Technical
Evaluation
criteria
5 Experience in Software Form 16 and
Application development relevant
supporting
documents as
per Technical
Evaluation
criteria
6 Organization Quality Relevant
Certificate supporting
documents as
per Technical
Evaluation
criteria
7 Average Annual Turnover Relevant
in last three out of four supporting
financial years documents as
Page 250 of 277

S.No. Parameter/ Criteria Supporting Compliance Page No and

document to (Yes/No) Section No in
be Submitted Bid
per Technical
Evaluation
criteria
8 Proposed Solution and Technical
Approach & Proposal with
Methodology for Understand of
executing the Project
assignment. Proposed
Solution and
Approach &
Methodology
And Project
Plan (Form 17)
9 Manpower Deployment Form 18
Plan
10 Summary of Key Form 19
Personnel proposed
11 Curriculum Vitae (CV) of Form 20
Team Members
12 Compliance to Form 21
Requirement (Technical /
Functional Specifications
as mentioned in section 9
and 10 of this RFP)
13 Manufacturers'/Producer Form 22
s’ Authorization Form
14 Undertaking on Patent Form 23
Rights
15 Compliance to Minimum Form 24
Bill of Material
Page 251 of 277

Form-14: Technical Bid Covering Letter
Date-XX/XX/XXXX
To
4TH Floor, D Block,
Chhattisgarh
Subject: “RFP for Selection of “Managed Service Provider (MSP) for Implementation of Hamar
Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana)”.
Ref: RFP No. <<…..>> dated << …..>>
Dear Sir,
I (in case of single bidder) or We, <<name of the undersigned Bidder and consortium members>>,
having read and examined in detail all the RFP documents in respect of “RFP for Selection of
“Managed Service Provider (MSP) for Implementation of Hamar Sarkar Hamar Dwar
(Mukhyamantri Mitaan Yojana)”,, do hereby propose to provide our services as specified in the
RFP submitted by us.
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.
We declare that all the services shall be performed strictly in accordance with the RFP documents.
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 Authority, 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 evaluation process. We
also confirm that we shall not attract conflict of interest in principle.
We hereby declare that in case the contract is awarded to us, we shall submit the contract
Performance
bank guarantee in the form prescribed at Annexure XXX of Section XXX of the RFP.
We hereby declare that our proposal/bid is made in good faith, without collusion or fraud and the
information contained in the bid is true and correct to the best of our knowledge and belief.
We understand that our proposal is binding on us and that you are not bound to accept a proposal
Page 252 of 277

you receive. This proposal is valid for 180 days after opening of technical bid. We shall extend the
validity of the proposal, if required by Authority.
Thanking you,
Yours sincerely,
(Signature of the Lead Bidder)
Printed Name
Designation
Seal
Date:
Place:
Business Address:
Page 253 of 277

Form-15: Project Citation/ Credential Summary
# Projec Clien Clien Project Project Documentar Project Go Project

t t t value Component y Evidence Live date status
Name Nam Type (in s provided (Implementatio (Complete
e Indian (Yes/No) n completion) d/
Rupees ongoing/
) withheld)
1
2
3
4
5
6
7
 Client type – Indicate whether the client is Government or PSU or Private

 Project Components – Indicate the major project components like application development
for security surveillance, command and control center, Maintenance, Hardware procurement
and deployment, DC setup and maintenance, Facility management services, provisioning
manpower, IT support and maintenance
 Documentary evidence provided – Indicate the documentary evidence provided with the
detailed project credential like work order or purchase order or completion certificate or letter
of appointment
 Project Status – Completed (date of project completion) or Ongoing (project start date)
Page 254 of 277

Form-16: Project Citations

Name of the Project/Assignment:
Description of services performed by the Bidder

firm:
Name of client and Address:(Also Indicate

whether public or private entity)
Name, telephone no. and fax no. of client’s

representative:
Estimated Total cost of Project/Assignment (in

Rs.):
Capital Cost:
Operational Cost:
Start date and finish date of the services
(month/ year):
Date of Implementation completion (Go Live)
Brief description of the Project/Assignment:
Copy of Work Order/Agreement/Contract/LoA/Client certificate or any other supporting documents:
Page 255 of 277

Form-17: Project Plan
Sr. Activity Timelines (Week Wise Program)

No
W1 W2 W3
1 Activity 1
1.1 Sub Activity 1
1.2 Sub Activity 2
2 Activity 2
…..
3 Activity 3
 Indicate all main activities of the assignment, including delivery of reports (e.g.: Project Plan
 Business Requirement Document etc.), and other benchmarks such as Bidder
approvals. For phased assignments indicate activities, delivery of reports, and
benchmarks separately for each phase.
 Duration of activities shall be indicated in the form of a bar chart.
Note: The above activity chart is just for the purpose of illustration. Bidders are requested to
provide detailed activity & phase wise timelines for executing the project with details of
deliverables &milestones as per their proposal.
Page 256 of 277

Form-18: Manpower Deployment Plan
I. Till Go-live (Implementation)

# Role Total
Month 1 Month 2 Month ……. Go-live
1
<Add more rows, if

required>
Total
II. After Go-live (Operation & Maintenance)
# Manpower detail Total

Year I Year II Year III
1
<Add more rows as required>

Total
Page 257 of 277

Form-19: Summary of Key Personnel proposed
Bidders shall provide the deployment of various key personnel at site (Named resource as per
technical Evaluation criteria and any other vital resource Bidder like to propose) with details of
individual tasks
Particulars of Key Personnel
# Name of the Proposed Educational Certifications Total Relevant

resource role Qualification (e.g PMP/ Experience Experience
(e.g BE/ ITIL/ TOGAF/ (In years)
MCA/ Post CCNP)
Graduation)
1
2
3
4
5
6
7
8
9
10
Page 258 of 277

Form-20: Curriculum Vitae (CV) of Team Members
1. Proposed Position
2. Name of Firm
3. Name of Expert
4. Date of Birth 5. Citizenship
6. Education
7. Membership in Professional Associations
8. Countries of Work Experience
9. Languages Language Speaking Reading Writing
English
Hindi & Chhattisgarhi
10. Employment Record
From To
Employer
Position Held
From To
Employer
Position Held
Page 259 of 277

Note: Add separate sheet if required.
11. Work Undertaken That Best Illustrates Capability to Handle the Tasks Assigned
Year
Location
Client
Main Project Features
Position Held:
Activities Performed:
Note : Add Separate sheet if required.
Certification:
I, the undersigned, certify to the best of my knowledge and belief that
(i) This CV correctly describes my qualifications and experience

(ii) I am not employed by the Executing or the System Integrator
(iii) I was not part of the team who wrote the Scope of Work for this RFP.
(iv) I certify that I have been informed by the firm that it is including my CV in the Proposal for the
{name of project and contract}. I confirm that I will be available to carry out the assignment for
which my CV has been submitted in accordance with the project and the schedule set out in
the Proposal.
Or [If the CV is signed by the firm‘s authorized representative and the written agreement
Attached]
I, as the authorized representative of the firm submitting this Proposal for the {name of project
and contract}, certify that I have obtained the consent of the named resource to submit his/her
Page 260 of 277

CV, and that I have obtained a written representation from the expert that he/she will be
available to carry out the assignment in accordance with the implementation arrangements and
schedule set out in the Proposal.
I understand that any willful misstatement described herein may lead to my disqualification or
dismissal, if engaged.
Date:
[Signature of Personnel or authorized representative of the firm] Day/Month/Year
Full name of authorized representative:
Page 261 of 277

Form-21: Compliance to Requirement (Technical / Functional Specifications)
Compliance as per Section 9 and 10 has to be provided
Page 262 of 277

Form-22: Manufacturers'/Producers’ Authorization Form

<<To be printed on letter head of OEM and signed by Authorized signatory of OEM>>
Date: DD/MM/YYYY
To
4TH Floor, D Block,
Chhattisgarh
Sub :“RFP for Selection of “Managed Service Provider (MSP) for Implementation of Hamar
Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana)”
.
Ref : RFP No: <No> Dated <DD/MM/YYYY>
Dear Sir/ Madam,
We _______________________, (name and address of the manufacturer) who are established and
reputed manufacturers of __________________ having factories at __________________
(addresses of manufacturing / development locations) do hereby authorize M/s
_______________________ (name and address of the bidder) to bid, negotiate and conclude the
contract with you against the above mentioned RFP/tender for the above equipment / software
manufactured / developed by us.
We herewith certify that the above-mentioned equipment / software products are not end of the life
and We hereby undertake to support this equipment/software for duration of minimum 5 years from
the date of Power-up (for hardware), Installation, configuration and Application deployment.
Yours faithfully,
(Signature of the Authorized Signatory

from OEM)
Name
Designation
Seal.
Date:
Page 263 of 277

Place:
Business Address:
Page 264 of 277

Form 23: Undertaking on Patent Rights
No. Date:
To:
Dear Sir,
Sub: Undertaking on Patent Rights
1. I/We as Manged Service Provider (MSP) do hereby undertake that none of the
deliverables 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 equipment’s, systems or any part thereof to be
supplied by us. We shall indemnify SUDA 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. Without
prejudice to the aforesaid indemnity, the MSP shall be responsible for the completion of
the supplies including spares and uninterrupted use of the equipment and/or system or
any part thereof to SUDA and persons authorized by SUDA, irrespective of the fact of
claims of infringement of any or all the rights mentioned above.
3. If it is found that it does infringe on patent rights, I/We absolve SUDA of
any legal action.
Yours faithfully,
(Signature of the Authorized signatory of the Bidding

Organisation)
Name :
Designation :
Date :
Time :
Seal :
Business Address:
Page 265 of 277

Form 24: Compliance to Bill of Material
Compliance as per Section 11 has to be provided.
Page 266 of 277

Form 25: Format for Performance Bank Guarantee
PERFORMANCE GUARANTEE
Ref.
Bank Guarantee No:
Date:
To
4TH Floor, D Block,
Chhattisgarh
1. Against contract vide Advance Acceptance of the RFP/Tender No. ________ Dated
______ covering “RFP for Selection of Managed Service Provider for Implementation of
Hamar Sarkar Hamar Dwar (Mukhyamantri Mitaan Yojana)” (hereinafter called the said
'contract') entered into between State Urban Development Agency, Chhattisgarh, (hereinafter
called the Purchaser) and M/s._________________ , a Company incorporated under the
Companies Act, 1956 and having its Registered Office at .................................................
(hereinafter called the Bidder) this is to certify that at the request of the Bidder we (name of
the Bank / Branch ...................................................)a body corporate constituted under the
Banking Companies [Acquisition and Transfer of Undertakings] Act, 1970 and having its,
Registered Office at..................................................................................... and a branch office
at ................................................................................................ are holding in trust in favour
of the Purchaser, an amount of
Rs.......................(Rupees………………………………...............
.................................................................................................................only) to indemnify and
keep indemnified the Purchaser against any loss or damage that may be caused to or
suffered by the Purchaser by reason of any breach by the Bidder of any of the terms and
conditions of the said contract and/or in the performance thereof. We agree that the decision
of the Purchaser, whether by any breach of any of the terms and conditions of the said
contract and/or in the performance thereof has been committed by the Bidder and the amount
of loss or damage that has been caused or suffered by the Purchaser shall be final and
binding on us and the amount of the said loss or damage shall be paid by us forthwith on
demand and without demur to the Purchaser.
2. We (Name of the Bank /Branch)........................................................ further agree that the

guarantee herein contained shall remain in full force and effect during the period that would
be taken for satisfactory performance and fulfilment in all respects of the said contract by the
Bidder i.e. till _________________hereinafter called the said date and that if any claim
accrues or arises against us ______(Name of the Bank/Branch) by virtue of this guarantee
before the said date, the same shall be enforceable against us ......................... (Name of the
Bank/Branch) notwithstanding the fact that the same is enforced within six months after the
said date, provided that notice of any such claim has been given to us .....................(Name of
the Bank/Branch) by the Purchaser before the said date. Payment under this guarantee shall
be made promptly upon our receipt of notice to that effect from the Purchaser.
Page 267 of 277

3. It is fully understood that this guarantee is effective from the date of the said contract and that
we........................ (Name of the Bank /Branch) undertake not to revoke this guarantee during its
currency without the consent in writing of the Purchaser.
4. We undertake to pay to the Purchaser any money so demanded notwithstanding any dispute or
disputes raised by the Bidder in any suit or proceeding pending before any court or Tribunal relating
thereto our liability under this present bond being absolute and unequivocal.
5. The payment so made by us under this bond shall be a valid discharge of our liability for payment
there under and the Bidder shall have no claim against us for making such payment.
6. We .....................(Name of the Bank / Branch) further agree that the Purchaser shall have the
fullest
liberty, without affecting in any manner our obligations hereunder to vary any of the terms and
conditions of the said contract or to extend time of performance by the Bidder from time to time or to
postpone for any time or from time to time any of the powers exercisable by the Purchaser against
the said Bidder and to forebear or enforce any of the terms and conditions relating to the said
contract and we,.....................................(Name of the Bank / Branch) shall not be released from our
liability under this guarantee by reason of any such variation or extension being granted to the said
Bidder or for any
forbearance by the Purchaser to the said Bidder or for any forbearance and or omission on the part
of the Purchaser or any other matter or thing whatsoever, which under the law relating to sureties,
would, but for this provision have the effect of so releasing us from our liability under this guarantee.
7. This guarantee will not be discharged due to the change in the constitution of the Bank or the
Bidder.
Notwithstanding anything contained herein:
i) Our liability under this Bank Guarantee shall not exceed of Rs............................... (Rupees in
words only).
ii). The Bank Guarantee shall be valid up to ...........................; and;
iii) We........................................... (Name of the Bank / Branch) are liable to pay the guaranteed
amount or any part thereof under this Bank Guarantee only and only if you serve upon us a written
claim or demand on or before ##......................................
Authorized Signatory of the Bank
Signature
Full name/designation/ Address of the official and date
WITNESS NO. 1
Signature
Page 268 of 277

Full name/designation/ Address
WITNESS NO. 2
Signature
Full name/designation/ Address
Page 269 of 277

Form 26: Change Control Notice (CCN) Format
Change Control Note CCN Number:

Part A: Initiation
Title:
Originator:
Sponsor:
Date of Initiation:
Details of Proposed Change
(To include reason for change and appropriate details/specifications. Identify any
attachments as A1, A2, and A3 etc.)
Authorized by : Date:
Name:
Signature: Date:
Received by the IP
Name:
Signature:
Change Control Note CCN Number:

Part B : Evaluation
(Identify any attachments as B1, B2, and B3 etc.)
Changes to Services, charging structure, payment profile, documentation, training,
service levels and component working arrangements and any other contractual issue.
Brief Description of Solution:
Page 270 of 277

Impact:
Deliverables:
Timetable:
Charges for Implementation:

(including a schedule of payments)
Other Relevant Information:

(including value-added and acceptance criteria)
Authorized by the Date:

Managed Service Provider
Name:
Signature:
Page 271 of 277

Annexure F- Formats for Submission of the Financial Bid
The Financial Bid shall have duly filled, signed and stamped Form 27 and Form 28 as mentioned
below:
Page 272 of 277

Form-27: Financial Bid covering letter

(Covering Letter)
(On Bidder’s letter head)
<Location, Date>
To
4TH Floor, D Block,
Chhattisgarh
Sub: Submission of the response to the RFP No <> dated <>
Sir,
I/We, .......................... (Bidder’s name) herewith enclose the Financial Bid for “RFP for
Selection of Managed Service Provider (MSP) for Implementation of Hamar Sarkar Hamar
Dwar (Mukhyamantri Mitaan Yojana).”.
I/We agree that this offer shall remain valid for a period of 180 days from the Bid Due Date or
such further period as may be mutually agreed upon.
Yours faithfully,
(Signature, name and designation of the authorized signatory)
Note: The Financial Bid is to be submitted strictly as per forms given in the RFP.
Page 273 of 277

Form-28: Fin Form1-Financial bid format
(To be submitted on letter head of bidder)
Sr. Description Quantity Unit Rate (in Total

No (X) INR) (Y) Amount (in
INR)
(Z= X*Y)
A Capital Cost
A1 Development, deployment of all Software 1 Lumpsum

including all required Licenses
procurement and Annual Maintenance
Cost for 3 years after Go-Live
A2 Mitaan Application Platform-Integration 100 No.

Cost Per Service
A3 Data Centre & DR (Cloud Hosting and 36 No.

Backup) and Manpower for Technical
Support and Maintenance as per section
7.3 of RFP Monthly charges.
B Operational Cost
B1 Service Fee for Per Successful 720000 No.

Transaction(s)
B2 All Licenses and Software Annual 24 No.

Maintenance Cost for 4th and 5th years
after Go-Live Monthly charges
Grand Total (T= A1+A2+A3+B1+B2) in Figure
Grand Total (T= A1+A2+A3+B1+B2) in words
Grand Total with GST = T + Applicable GST Rate (For Administrative Approval)
Note:
1. The Bidder has to ensure that their Financial bid contains reasonable unit rates of CAPEX and
OPEX items. SUDA may identify abnormally higher / lower unit rates of line items and seek
justifications from bidders on the same. It is recommended that Quoted Total Amount of
A1+A2+A3 should not be more than 40% of Grand Total (T) in the Financial bid. In case the
bidder quotes higher figures (more than 40% of Total Price) towards A1+A2+A3, the bid shall be
rejected.
Page 274 of 277

( e.g. If Grand Total T=Rs 100 than A1+A2+A3 should not be more than Rs 40).
2. MSP will be responsible to rollout the Project in any additional Urban Local Bodies (ULBs) based
on the quoted price through this tender and its Contract. In case of the rollout of Project in any
additional ULB, no additional charges will be paid by SUDA other than Service Fee for Per
Successful Transaction(s)(based on actuals).
3. Quoted price through contract will be valid till end of the original contract period i.e. 3 years 5
Moths(5 month of Implementation phase +36 months of O&M phase
4. Successful transaction means applicant/citizen is assisted by Mitaan Field Executive in collecting

service request related information, fees, document as applicable, service request is submitted
via Mitaan Application platform/ Line department System and processed by respective
department (either accepted or rejected) or and delivery of Certificate(s)/Document(s) at
doorstep of citizen, by hand or courier as applicable.
Following shall be, but not limited to, be the part of the fees quoted for the services:
i. All Inbound call
ii. All Outbound call
iii. All SMS to citizens
iv. IVR recording
v. Toll Free number/line charges
vi. PRI Line charges
vii. All Call Centre IT, non-IT infrastructure, development, deployment, hosting and
maintenance of all call centre software, EMS/SLA Tools, licenses
viii. All IT(Tablets, printer), Non-IT infrastructure, Office at ULB locations for Mitaan field
Executive, Mitaan Agent Supervisor cum Trainer
ix. Recruitment, training, facilitation, renumeration of Call Centre Executives, Call Centre
Supervisor cum trainer, Mitaan field Executive, Mitaan Agent Supervisor cum Trainer and
end-to-end operation including the travel cost, during the contract period (excluding all
taxes).
x. All Printing of Certificate/final output and related Stationary/Envelop with its

delivery/courier/post
xi. Uniform for Call Centre Executives, Mitaan field Executive
xii. MSP Office, ULB level Mitaan office, call centre rent, electricity, support staff,
housekeeping etc
xiii. Monthly Remunerations any other Staff Members. etc.
Page 275 of 277

xiv. Office/ Call Centre establishment and its maintenance cost
xv. Any Travelling, lodging and boarding for the staff travelling from the office to site/training
etc related to project purpose.
xvi. Inspection/visit to be carried out by the Managed Service Provider (if any) as advised by
the client
Any other expenses as deemed to be incurred for carrying out the services. etc, complete.
5. A1,A2,A3 and B2 shall cover all Mitaan System Applications including
 eMitaan Portal Platform
 eMitaan Mobile Application platform
 CHATBOT Application
 Content Management System
 Appointment system
 Dashboard and Analytics
 Mitaan Agent Mobile Application
 Mitaan Application Platform
and any other Applications as envisaged by MSP as part of SoW mentioned in RFP
6. The abovementioned price would be inclusive of all taxes (whichever is applicable) except GST.
No payment will be done above the quoted price except GST if applicable.
7. Financial Bid need to be submitted in a sealed envelope clearly mentioning the Name of Work for
which the bid is being submitted, Name of Bidder, contact information and other information as
8. All payments shall be made in INR.
9. The abovementioned price would be inclusive of all Out of Pocket Expenses and taxes
(whichever is applicable) except GST.
10. The Grand Total (T) in “Form-28: Fin Form 1: Financial bid format” will be used to evaluate
financial score.
Date: (Authorized Signatory)
Place: Signature
Page 276 of 277

Fin Form2-Manpower Monthly Rate format
Note: Fin 2: Manpower Monthly Rate” is only used for reference and rate discovery and may be used
of any change order (if required).
Sr No. Role Quantity Manpower Monthly Rate
1 Project Manager 1
2 Solution Architect / Technical 1

Expert
3 System Admin - (Cloud & 1
Infrastructure)
4 Technical Expert – GIS 1
5 Business Analyst 1
6 MIS Expert 1
7 Data Base Administrator 1
8 Software Developer 1
9 Deputy Project Manager -HR 1

Manager cum Trainer
10 Helpdesk Agents 1
11 Call Centre Executive 1

12 Mitaan Field Executive 1
Date: (Authorized Signatory)
Place: Signature
-----------------------------End of Document--------------------------------
Page 277 of 277

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“RFP for Selection of Managed Service Provider (MSP) for Implementation of Hamar Sarkar Hamar Dwar

(Mukhyamantri Mitaan Yojana).”

Request for Proposal

RFP for Selection of Managed Service

State Urban Development Agency

Indravati Bhavan, Nava Raipur Atal Nagar,

7.5. Project Timeline and deliverables ............................................................................. 148

Form-18: Manpower Deployment Plan ................................................................................. 257

LOA Letter of Award

ToR Terms of Reference

DSC Digital Signature Certificate

HTTPS Hypertext Transfer Protocol over Secure Socket Layer

Quick Information Data Sheet

Meeting ID : 269 840 3036

Section 1: -Definitions and interpretation

5. Shall mean the Chief Executive Officer of State Urban Development

common objective of satisfying the State Urban Development Agency

 eMitaan Portal and eMobile App for citizens

 Mitaan Agent Mobile Application

20. Successful Successful transaction means applicant/citizen is assisted by Mitaan

Section 2: Background and details of project

2.1 Background of the project

 Intermediaries / Touts influence

2.2 About Mukhyamantri Mitaan Yojana

The main objectives of the Mukhyamantri Mitaan Yojana are:

 To deliver citizen services in a time bound manner

2.3 Project Profile

2.4 Services details

2.5 Branding and Marketing of the Project

To provide impetus to the Service, the Government/Departments will do project advertisement

Section 3: Schedule of RFP and Instructions to Bidders

3.1 Request for Proposal

3.2 Due Diligence by Applicants

3.3 RFP Document Fees

Chief Executive Officer,

3.4 Documents Constituting the Bid

a) Envelope A (Set 1): RFP document fees, and EMD

b) Envelop B (Set 2): Pre-qualification Bid

c) Envelope C (Set 3): Technical Bid

d) Envelope D (Set 4): Financial Bid

3.5 Earnest Money Deposit (EMD)

The EMD shall be forfeited in any of the following circumstances:

3.6 Bid Validity Period

3.7 Brief description of the Selection Process

3.8 Payment to Selected Bidder

3.9 Duration of the Project

The Chief Executive Officer,

II. The Official Website of the SUDA is: https://uad.cg.gov.in

RFP Notice No./9/SUDA/MMY/01/2021/5740 NAVA RAIPUR ATAL NAGAR, DATED 16-12-2021

3.11 PREPARATION AND SUBMISSION OF BID

3.11.2 Format and Signing of Bid

3.11.3 Technical Bid

bidder will be rejected.

3.11.4 Financial Bid

3.11.5 Submission of Bid

Envelop Cover Name Content Number of copies

containing, RFP Number, Bidder

3.11.6 Bid Due Date

3.11.7 Late Bids/Submissions

Part # Area Scope of Work

 Technical Manpower for IT Application

3.13 Pre-Bid meeting

Request for clarification