Government of Tamil Nadu

Request for Proposal for the Selection of Implementation Partner to Design, Develop and Implement TNISP (e-Sevai 2.
0)
GOVERNMENT OF TAMIL NADU

Tamil Nadu e-Governance Agency
Request for Proposal for the Selection of Implementation Partner to

Design, Develop and Implement Tamil Nadu Integrated Services Platform
(TNISP) “e-Sevai 2.0”
Bid Document
Tender Ref No: TNeGA/e-Sevai 2.0/2022-2023
Tamil Nadu e-Governance Agency

807, 2nd Floor, PT Lee Chengalvarayan Naicker Building
Anna Salai, Chennai -600002.
Tel No: +91-44-40164907
Email: tenders.tnega@tn.gov.in , mngr1tnega@tn.gov.in
Website: www.tnega.tn.gov.in
Important Notice
This Tender (RFP) process is governed by The Tamil Nadu Transparency in Tenders Act 1998 and The
Tamil Nadu Transparency in Tenders Rules 2000 as amended from time to time.
In case of any conflict between the terms and conditions in the tender document and the Tamil Nadu
Transparency in Tenders Act 1998 and The Tamil Nadu Transparency in Tenders Rules 2000, the Act
and Rules shall prevail.
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Request for Proposal for the Selection of Implementation Partner to Design, Develop and Implement TNISP (e-Sevai 2.0)
Letter of Undertaking
To
Chief Executive Officer,
Tamil Nadu e-Governance Agency (TNeGA),
807, 2nd Floor,

PT Lee Chengalvarayan Naicker Building,
Anna Salai, Chennai - 600 002.
Sir,
Subject: Undertaking for participating in Request for Proposal for the Selection of Implementation
Partner to Design, Develop and Implement Tamil Nadu Integrated Services Platform (TNISP) “e-Sevai
2.0”
Reference No: Tender Ref. TNeGA/e-Sevai2.0/2022-2023
I/We do hereby tender for the Request for Proposal for the Selection of Implementation Partner to
Design, Develop and Implement Tamil Nadu Integrated Services Platform (TNISP) “e-Sevai 2.0” in
accordance with the Terms and Conditions of this Tender Document.
I/We have examined the details of the tender and have carefully noted the conditions and
specifications of contract, the stipulations of which I/We agree to comply with. I/We hereby
undertake to complete the assignment at the places mentioned as per schedule specified in the
tender notice from the date of communication of acceptance of my/our tender.
I/We further agree that the acceptance of this tender shall result in a valid and concluded contract
binding on me/us the terms whereof shall be taken to be those mentioned in the form of agreement
hereby annexed.
I/We hereby declare that I/We agree to do the various acts, deeds and things referred to herein
including the condition relating to non-withdrawal of this tender above set out in consideration of the
TNeGA and considering this my/our tender.
I/We ------------------------------------------------------------------ hereby confirm that our Company was not
blacklisted by any State Government/ Central Government/ Public Sector Undertakings during the last
three years. We also hereby confirm that our EMD/SD was not forfeited by any State Government /
Central Government / Public Sector Undertakings during the last three years due to our non-
performance, non-compliance with the tender conditions etc.
I/We ------------------------------------------------------------------ hereby confirm that our Company has not
filed for bankruptcy during the last three years.
I/We --------------------------------------------------------------- hereby declare that all the particulars furnished
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by us in this Tender are true to the best of my/our knowledge and we understand and accept that if
at any stage, the information furnished is found to be incorrect or false, we are liable for
disqualification from this tender and also are liable for any penal action that may arise due to the
above.
In case of violation of any of the conditions above, I/We .................... understand that
TNeGA/Government of Tamil Nadu is entitled to take appropriate action against us.
Signature:
Name:
Designation:
Note:
Declaration on the company’s letter head should be submitted as per format given above
If the bidding firm has been blacklisted by any State Government/ Central Government/ Public Sector
Undertakings earlier, then the details should be provided
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Table of Contents
1. Introduction .................................................................................................................................... 14
1.1 E-District project background – National e-Governance Plan ................................................ 14
1.2 Overview - Tamil Nadu ............................................................................................................ 14
1.3 About Tamil Nadu eDistrict Project: ....................................................................................... 15
1.4 Tamil Nadu e-Governance Agency .......................................................................................... 16
2. Tender Schedule and Data Sheets .................................................................................................. 16
3. General Instructions ....................................................................................................................... 19
3.1 General .................................................................................................................................... 19
3.2 Clarifications to the RFP .......................................................................................................... 19
3.3 Amendments to the Tender .................................................................................................... 19
3.4 Language of the Bid ................................................................................................................. 20
3.5 Bid Currency ............................................................................................................................ 20
3.6 Contacting Tender Inviting Authority...................................................................................... 20
3.7 Force Majeure ......................................................................................................................... 21
3.8 Arbitration ............................................................................................................................... 21
4. Minimum Eligibility Criteria (MEC) & Technical Evaluation System (TES)...................................... 22
4.1 Minimum Eligibility Criteria (MEC) .......................................................................................... 22
4.2 Technical Evaluation System (TES) .......................................................................................... 23
4.3 Final Evaluation of Bid ............................................................................................................. 28
5. Bid Preparation and Submission..................................................................................................... 30
5.1 Cost of Bidding ........................................................................................................................ 30
5.2 Earnest Money Deposit (EMD) ................................................................................................ 30
5.3 Letter of Authorization ............................................................................................................ 30
5.4 Self-evaluation of submitted bid based on MEC and TES criteria .......................................... 30
5.5 Two Part Bidding ..................................................................................................................... 30
5.5.1 Technical Bid .................................................................................................................... 31
5.5.2 Financial Bid ..................................................................................................................... 31
5.5.3 Details of the Documentary proofs to be uploaded in portal ......................................... 31
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5.6 Bid closing date and time ........................................................................................................ 33

5.7 Online Submission of Bids - https://tntenders.gov.in............................................................. 33
6. Tender Opening and Evaluation ..................................................................................................... 34
6.1 Technical Bid Opening ............................................................................................................. 34
6.2 Tender Validity ........................................................................................................................ 34
6.3 Initial Scrutiny.......................................................................................................................... 34
6.4 Clarifications ............................................................................................................................ 34
6.5 Tender Evaluation ................................................................................................................... 35
6.5.1 Suppression of facts and misleading information ........................................................... 35
6.5.2 Technical Bid Evaluation .................................................................................................. 35
6.5.3 Financial Bid Evaluations.................................................................................................. 35
6.6 Negotiations ............................................................................................................................ 36
6.7 Award of Contract (through https://tntenders.gov.in) .......................................................... 36
6.8 TNeGA reserves the right to:................................................................................................... 36
7. Execution of Contract ..................................................................................................................... 37
7.1 Payment of Security Deposit (SD) ........................................................................................... 37
7.2 Execution of Contract .............................................................................................................. 37
7.3 Release of Work Order ............................................................................................................ 37
7.4 Refund of EMD ........................................................................................................................ 38
7.5 Forfeiture of EMD and SD ....................................................................................................... 38
7.6 Termination of Contract .......................................................................................................... 38
7.6.1 Termination for default ................................................................................................... 38
7.6.2 Termination for Insolvency .............................................................................................. 38
7.6.3 Termination for Convenience .......................................................................................... 39
7.7 Project Lead ............................................................................................................................. 39
7.8 Assigning of Tender whole or in part ...................................................................................... 39
7.9 Liquidated Damages (LD) ........................................................................................................ 39
7.10 Other Conditions ..................................................................................................................... 40
7.11 Arbitration and Jurisdiction ..................................................................................................... 40
8. Existing e-District Platform (Pre-cursor to e-Sevai 2.0) .................................................................. 41
8.1 eSevai & eDistrict Framework ................................................................................................. 41
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8.2 Citizen Process Flow ................................................................................................................ 41

8.2.1 TN e-Sevai Citizen portal .................................................................................................. 41
8.2.2 CAN(Citizen Access Number) ........................................................................................... 42
8.3 CSC (Common Service Centres)............................................................................................... 43
8.4 Workflow ................................................................................................................................. 44
8.5 Other Integrations ................................................................................................................... 44
8.6 High Level features of TNeD Project ....................................................................................... 45
8.7 e-Wallet ................................................................................................................................... 47
8.7.1 Prepaid e-Wallet .............................................................................................................. 47
8.7.2 Direct VLE CSC Operator Wallet Recharge....................................................................... 49
8.7.3 TACTV Wallet Recharge and Distribution ........................................................................ 49
8.8 Technical Stack ........................................................................................................................ 50
8.9 Functional and Technical Architecture Overview ................................................................... 50
8.9.1 Existing IT Infrastructure Architecture............................................................................. 53
8.9.2 Functional Architecture ................................................................................................... 53
8.9.3 Technical Architecture ..................................................................................................... 54
8.10 Application Architecture ......................................................................................................... 56
8.11 Platform Sizing parameters ..................................................................................................... 57
9. Scope of Work for eSevai2.0 .......................................................................................................... 59
9.1 Design and Development of e-Sevai 2.0 ................................................................................. 60
9.2 Platform features .................................................................................................................... 60
9.3 Integration with other systems / interfaces ........................................................................... 63
9.3.1 Integration with TNEA Stack ............................................................................................ 63
9.3.2 Integration with India Stack ............................................................................................. 64
9.3.3 Integration with External Interfaces ................................................................................ 65
9.3.4 e-Wallet Integration ......................................................................................................... 65
9.3.5 Integration /Utility Payment ............................................................................................ 66
9.4 Proposed Architecture ............................................................................................................ 66
9.5 Design principles ..................................................................................................................... 67
9.6 Desired Sizing and Capacity requirements.............................................................................. 68
9.7 Platform Setup ........................................................................................................................ 68
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9.7.1 Low code platform ........................................................................................................... 68

9.7.2 Common Microservices ................................................................................................... 69
9.8 Analytics and Reporting Hub ................................................................................................... 70
9.8.1 Dashboards ...................................................................................................................... 71
9.9 Leveraging Emerging Technology ........................................................................................... 71
9.9.1 Blockchain ........................................................................................................................ 71
9.9.2 Addressing the Digital Divide ........................................................................................... 72
9.9.3 WhatsApp chatbot ........................................................................................................... 72
9.10 Development / Integration of new services on e-sevai 2.0 platform ..................................... 73
9.10.1 Migration of legacy e-sevai 1.0 citizen services............................................................... 73
9.10.2 New Services development ............................................................................................. 74
9.11 Administration Module ........................................................................................................... 74
9.11.1 State Admin Module ........................................................................................................ 74
9.11.2 District Admin Module ..................................................................................................... 75
9.11.3 Workflow Engine for Portal Admin / Department Admin users ...................................... 75
9.11.4 CSC Operator.................................................................................................................... 76
9.11.5 Monitoring CSC operators ............................................................................................... 76
9.11.6 Broadcast/interactive meetings with esevai operators .................................................. 77
9.12 Cloud Infrastructure ................................................................................................................ 77
9.13 Non-functional requirements ................................................................................................. 77
9.13.1 UI/UX Design .................................................................................................................... 77
9.13.2 Information security – Best practices .............................................................................. 77
9.13.3 Privacy .............................................................................................................................. 78
9.14 Technology stack ..................................................................................................................... 78
9.15 Common guidelines to be adopted ......................................................................................... 78
9.16 Free Warranty and O&M Support ........................................................................................... 79
9.16.1 Common tasks during Free Warranty and O&M Activities ............................................. 79
9.16.2 System Administration and Trouble Shooting ................................................................. 80
9.16.3 Cloud Administration and Trouble Shooting ................................................................... 80
9.16.4 Database Administration and Trouble Shooting ............................................................. 81
9.16.5 Asset Management .......................................................................................................... 81
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9.16.6 Security and Compliance ................................................................................................. 81

9.16.7 O & M for Application ...................................................................................................... 82
9.16.8 Addition of new services/ Minor Enhancements to the platform................................... 83
9.16.9 On site Support for O&M ................................................................................................. 84
9.17 Major enhancements to the platform/ Change requests ....................................................... 84
9.17.1 Development Approval Committee (DAC) ....................................................................... 84
9.18 SLA Monitoring and Reporting ................................................................................................ 85
9.18.1 Reports & Communication Management ........................................................................ 85
9.19 On-site Deployment of Resources: ......................................................................................... 86
9.19.1 Technical Leadership Team during Project Development stage: .................................... 87
9.19.2 Onsite support team during Free Warranty and O&M ................................................... 88
9.19.3 Development Support Team – post Go Live of Application with 300 services: .............. 89
9.19.4 General guidelines on Human Resources deployed at TNeGA premises ........................ 90
9.20 Training and Capacity building ................................................................................................ 90
10. Service Level Agreement and Compliance.................................................................................. 91
10.1 Implementation timeline SLA.................................................................................................. 91
10.2 Manpower SLA ........................................................................................................................ 93
10.3 Operation & Maintenance SLA’s ............................................................................................. 95
11. Bill of Quotation (BoQ)................................................................................................................ 96
12. Exit Management ........................................................................................................................ 96
12.1 Purpose.................................................................................................................................... 96
12.2 Transfer of Assets .................................................................................................................... 96
12.3 Cooperation and Provision of Information ............................................................................. 97
12.4 Confidential Information, Security, and data.......................................................................... 97
12.5 Employees ............................................................................................................................... 98
12.6 Post-Contract Scenario ............................................................................................................ 98
12.7 Rights of Access to Premises ................................................................................................... 98
12.8 General Obligations of the System Integrator ........................................................................ 98
12.9 Exit Management Plan ............................................................................................................ 99
13. New Development Execution Essentials................................................................................... 100
13.1 Stage wise documentation and submission to TNeGA ......................................................... 100
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13.2 Security Audit for new development .................................................................................... 100

14. Intellectual Property Rights (IPR) .............................................................................................. 100
15. Knowledge Transfer, training, and documentation - ............................................................... 100
16. Confidentiality and Security Agreement................................................................................... 101
17. Delivery Milestones .................................................................................................................. 101
17.1 Implementation schedule ..................................................................................................... 101
17.2 Sign-off Deliverables ............................................................................................................. 103
18. Payment Terms ......................................................................................................................... 105
18.1 Payment for Software Development Charges ...................................................................... 106
18.2 Payment of O&M Charges..................................................................................................... 108
18.3 Payment of Development Support Team – post go live ....................................................... 108
19. Compliance to Reference Standards and Certifications ........................................................... 108
19.1 Reference standards and Policies ......................................................................................... 108
19.2 Compliance with Industry Standards .................................................................................... 109
20. APPENDIX – I: Model Form of Contract .................................................................................... 112
21. APPENDIX – II: Bank Guarantee Format ................................................................................... 117
22. APPENDIX – III List of existing services details .......................................................................... 119
23. APPENDIX – IV: Self-Assessment of Minimum Eligibility Criteria ............................................. 135
24. APPENDIX – V Self-Assessment of Technical Evaluation Criteria ............................................. 137
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List of Acronyms
Acronym Definition
AJAX Asynchronous JavaScript and XML
AAO Assistant Accounts Officer
AE Assistant Engineer
AEE Assistant Executive Engineer
BE Budget Estimate
BPR Business Process Reengineering
CFY Current Financial Year
CSC Common Service Centre
DAC Development Approval Committee
DPR Detailed Project Report
DSC Digital Signature Certificate
EE Executive Engineer
ECS Electronic Clearing Services
EMD Earnest Money Deposit
FOSS Free and open source software
G2C Government to Citizen
GIS Geographic Information System
GLV Guideline Value
GoI Government of India
GoTN Government of Tamil Nadu
G.O Government Order
H/W Hardware
HQ Head Quarters
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HTTP Hypertext Transfer Protocol
IA Implementing Agency
IT Information Technology
ICT Information & Communications Technology
IPR Intellectual Property Rights
ISO International Organization for Standardization
KT Knowledge Transfer
KUA KYC User Agency
LD Liquidated Damage
LMO Legal Metrology officer
LOA Letter of Acceptance
MIS Management Information System
MS Member Secretary
MSA Master Service Agreement
MC Market Committee
NIC National Informatics Centre
NOC No Objection Certificate
NFY Next Financial Year
O&M Operation & Maintenance
OEM Original Equipment Manufacturer
OS Operating System
OSR Open Space Reserve
PKCS Public Key Cryptography Standards
PSU Public Sector Unit
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PWD Public Works Department
PC Personal Computer
RBAC Role Based Access Control
RFP Request for Proposal
RM Regulated Market
RE Revised Estimate
S/W Software
SD Security Deposit
SDC State Data Centre
SI System Integrator
SIT System Integration Testing
SL Service Level
SLA Service Level Agreement
SMS Short Messaging Service
SO Section Officer
SOA Service Oriented Architecture
SOAP Simple Object Access Protocol
SP Service provider
SPOC Single Point Of Contact
SRS System Requirement Specification
SSL Secure Sockets Layer
SSO Single Sign On
STQC Standardization Testing and Quality Certification
SSDG/SP State Service Delivery Gateway/State Portal
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TDR Transfer of Developmental Rights
TNeGA Tamil Nadu e-Governance Agency
TNISP Tamil Nadu Integrated Services Platform
TNSWAN Tamil Nadu State Wide Area Network
UAT User Acceptance Test
UIDAI Unique Identification authority of India
UID Unique Identification Number
ULB Urban Local Body
URL Uniform Resource Locator
VPN Virtual Private Network
W3C World Wide Web Consortium
WBS Work Breakdown Structure
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1. Introduction
1.1 E-District project background – National e-Governance Plan

NeGP was approved by the Government of India in May 2006, with the following vision: “Make all
Government Services accessible to the common man in his locality, through common service delivery
outlets and ensure efficiency, transparency and reliability of such services at affordable costs to realize
the basic needs of the common man”.
To realize this vision, 31 Central, State and Integrated Mission Mode projects (MMPs) along with 8
support components were identified and approved under NeGP. States have been given flexibility to
identify up to 5 additional State-specific projects, which are particularly relevant for the economic
development of the State. NeGP also envisages creation of the core IT infrastructure in the form of
SWANs, SDCs and one Lakh front ends namely CSCs in rural areas across the country to deliver public
services electronically.
e-District is one of the 31 MMPs under NeGP, with the Department of Electronics and Information
Technology (DeitY), Government of India (GoI) as the nodal department, to be implemented by State
Government or their designated agencies. This MMP aims at electronic delivery of identified high
volume citizen centric services, at District and sub-District level, those are not part of any other MMP.
To achieve these objectives service levels and outcomes for each of these services were clearly laid
down by the State concerned, with a view to improving the efficiency and effectiveness of the service
delivery. The MMP envisages leveraging and utilizing the four pillars of e-infrastructure namely, State
Data Centres (SDCs), State Wide Area Network (SWANs), State Service Delivery Gateways (SSDGs) and
Common Service Centres (CSCs), optimally to deliver public services electronically to citizens at their
door steps. Initially only those high-volume citizen-centric services were taken up for implementation
which have high priority for the State. New services are added to the portfolio subsequently, once the
demand for the initial set of e-enabled services increases.
1.2 Overview - Tamil Nadu

Tamil Nadu (TN) is among the larger States in the country, both in terms of geographical area (1, 30,058
sq. kms.) and population (7.21 Crores – 2011 census). Administratively, the State currently comprises
of 32 Districts and 266 Taluks. There are 16564 Revenue villages in the State. It is one of the developed
States in the country. In terms of infrastructure, it is amongst the best in India. With minimal gap
between the demand and supply of power, amongst the highest tele-density and a good network of
roadways, TN’s infrastructure is amongst the best in the country. Tamil Nadu has been a pioneering
State in E-Governance initiatives in India. A large part of the Government records like land ownership
records are already digitised and all major offices of the State Government like Urban Local Bodies -
All the Corporations and Municipal Office activities - revenue collection etc, land registration offices,
and transport offices have been computerized, thereby improving the quality of service and
transparency in operations.
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1.3 About Tamil Nadu eDistrict Project:

Tamil Nadu e-District project is an important enhancement of the State’s e-Governance
implementation programme, in which majority of the G2C services are delivered by the district
administration leveraging Information, Communication and Technology. Government of Tamil Nadu
believes that the automation of workflow and internal processes of different departments would
considerably reduce the troubles of the citizens while interfacing with the government departments in
their day-to-day life.
a) While implementing Tamil Nadu e-District Project, following were the ‘Key Focus Areas’:
1. Efficient delivery of services with improved Service Levels – Timelines as per Govt. of Tamil
Nadu has been defined and monitored by the system.
2. Addition of more G2C services – Integration of existing online services and addition of new G2C
services in the Tamil Nadu e-District Portal.
3. Backend computerization
4. Business Process Reengineering (BPR) – Common Workflow for all Services across government
domain.
5. Optimum utilization of existing Core Infrastructure – Ensured optimum utilization of
established core IT Infrastructure like Servers, Storage, network and SDC Common
infrastructure.
6. Access to efficient, reliable, transparent, and accountable Services
7. Reducing service delivery time and cost for the Government and Citizens
8. Enhancing perception and image of the Government
9. Tamil Nadu e-District (TNeD) Project had gone LIVE on 9th May, 2016 and till date more than
2.5 crores applications have been received. Tamil Nadu e-District Portal hosts a bouquet of
services of various departments and 11000+ Common Service Centres across Tamil Nadu for
delivery of these services.
b) The objective of TNeD project was:
1. Providing easy, anywhere and anytime access to Government Services (both Information &
Transactional).
2. Reducing number of visits of citizens to a Government office / department for availing the
services.
3. Reducing administrative burden and service fulfilment time & costs for the Government,
Citizens & Businesses.
4. Reducing direct interaction of citizen with the Government and encourage ‘e’-interaction and
more efficient communication through portal.
15
5. Enhancing perception & image of the Government and its constituent Departments.
6. Delivery of services through Common Service Centers (CSC).
1.4 Tamil Nadu e-Governance Agency

Tamil Nadu e-Governance Agency (TNeGA) is responsible for driving all technology initiatives for the
Government of Tamil Nadu. Its primary aim is to develop low cost, technology enabled scalable
solutions to impact Governance in a significant way. It aims to create an inclusive, equitable, and
universally accessible G2C service delivery mechanism for barrier free access to Governance. TNeGA
offers IT solutions and consultancy services to Government departments for their technology needs.
Tamil Nadu e-Governance Agency has also established Centre of Excellence (CoE) in the emerging
technologies and is functioning under the Information Technology Department, Government of Tamil
Nadu. TNeGA has floated the tender to select the Selection of Implementation Partner to Design,
Develop and Implement Tamil Nadu Integrated Services Platform (TNISP) “e-Sevai 2.0”.
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2. Tender Schedule and Data Sheets
S.No. Activity Description and Details
Chief Executive Officer,

Tamil Nadu e-Governance Agency,
Tender inviting Authority,
1 807,2nd Floor, PT Lee Chengalvarayan Naicker
Designation and Address
Building, Anna Salai, Chennai - 600 002.
Tel No: +91-44-40164907
Request for Proposal for the Selection of
Implementation Partner to Design, Develop and
2 Name of the Work
Implement Tamil Nadu Integrated Services Platform
(TNISP) “e-Sevai 2.0”
3 Tender Reference Number Tender Ref No: TNeGA/e-Sevai 2.0/2022-2023
4 Earnest Money Deposit (EMD) Rs. 8,00,000/- should be paid through online mode
81 months (9 months Development / Integration, 1-

5 Contract Period year Free warranty and 5 years O&M), extendable by 2
years on satisfactory performance
The Tender document can be downloaded from the

6 Tender Document URL
https://www.tnega.tn.gov.in https://tntenders.gov.in
E-Submission through https://tntenders.gov.in and the
7 Mode of Submission
Bids cannot be submitted after the due date and time.
On 17.05.2022 @ 11:30 Hrs at the address mentioned

in row (1) above and ill be conducted online through
video conference (VC) and the link for the VC is,
https://teams.microsoft.com/l/meetup-
Date and Place of Pre-bid
8 join/19%3ameeting_NjcyOTdhMmQtY2QyZS00MWY2
Meeting
LTkxNjEtOWNlYzAxNWUwZTY5%40thread.v2/0?conte
xt=%7b%22Tid%22%3a%2243ba7e2e-286a-4816-
bcdc-
53c0b403bc51%22%2c%22Oid%22%3a%226454ac97-
484b-469a-9a0b-7731dd570bf4%22%7d
17
Due date and Time for Bid

9
Submission On 10.06.2022 @ 16:00 Hrs
Date, Time and Place of

10 Opening of On 10.06.2022 @ 16:30 Hrs
Technical Bid
Date, Time and Place of
Price Bid Opening Date & Time will be communicated
11 Opening of
to Technically Qualified Bidders Only
Financial Bid
Note: Neither the TNeGA nor their representatives are obligated to inform any bidders who have not
qualified in any of the stages of bid process management
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3. General Instructions
3.1 General
The Bidders are requested to examine the instructions, terms and conditions and specifications given
in the Request for Proposal (RFP). Failure to furnish all required information in every respect will be at
the Bidder's risk and may result in the rejection of bid.
It will be imperative for each Bidder(s) to familiarize itself/ themselves with the prevailing legal
situations for the execution of contract. TNeGA shall not entertain any request for clarification from
the Bidder regarding such legal aspects of submission of the Bids.
It will be the responsibility of the Bidder that all factors have been investigated and considered while
submitting the Bids and no claim whatsoever including those of financial adjustments to the contract
awarded under this tender will be entertained by TNeGA. Neither any time schedule nor financial
adjustments arising thereof shall be permitted on account of failure by the Bidder to appraise
themselves.
The Bidder shall be deemed to have satisfied itself fully before Bidding as to the correctness and
sufficiency of its Bids for the contract and price quoted in the Bid to cover all obligations under this
Tender.
It must be clearly understood that the Terms and Conditions and specifications are intended to be
strictly enforced. No escalation of cost in the Tender by the Bidder will be permitted throughout the
period of Agreement or throughout the period of completion of contract whichever is later on account
of any reasons whatsoever.
The Bidder shall make all arrangements as part of the contract to Develop Software Applications of
Government Departments and Applications to the beneficiaries at various locations at their own cost
and transport.
The Bidder should be fully and completely responsible to TNeGA and State Government for all the
deliveries and deliverables.
The Bidder shall submit the scanned copy bid document (in .pdf) and corrigendum (if any) as an
acceptance of the bid.
3.2 Clarifications to the RFP

A prospective Bidder requiring any clarification in the RFP may notified by E-mail to
tenders.tnega@tn.gov.in or.Clarifications to the queries (if any) by the bidders and corrigendum’s (if
any) will be published in the websites https://www.tnega.tn.gov.in, https://tntenders.gov.in and
http://www.tenders.tn.gov.in.
3.3 Amendments to the Tender

A Pre-bid meeting will be held for addressing the clarifications on the date and time mentioned in the
19
Tender Data Sheet or any other date to be decided by TNeGA. The Bidders are requested to participate
in the Pre-bid meeting and get the clarifications. The link for the VC is given below:-
https://teams.microsoft.com/l/meetup-
join/19%3ameeting_NjcyOTdhMmQtY2QyZS00MWY2LTkxNjEtOWNlYzAxNWUwZTY5%40thread.v2/0
?context=%7b%22Tid%22%3a%2243ba7e2e-286a-4816-bcdc-
53c0b403bc51%22%2c%22Oid%22%3a%226454ac97-484b-469a-9a0b-7731dd570bf4%22%7d
Before closing of the Tender, clarifications and corrigendum (if any) will be notified in the websites
mentioned in the Tender Schedule. The Bidders shall periodically check for the amendments or
corrigendum of information in the websites till the closing date of this Tender.
TNeGA will not make any individual communication and will in no way be responsible for any
information missed out by the bidders.
No clarifications would be offered within 48 hours prior to the due date and time for submitting the
Tender.
Before the closing of the Tender, TNeGA may amend the Tender document as per requirements or
wherever it feels that such amendments are absolutely necessary.
Amendments also may be given in response to the queries by the prospective Bidder(s). Such
amendments will be notified in the websites mentioned in the tender schedule. It is bidder
responsibility to keep checking the website for any changes or clarifications or corrigendum to the
tender document.
TNeGA at its discretion may or may not extend the due date and time for the submission of bids on
account of any amendments.
TNeGA is not responsible if bidder misinterprets any provision of this tender document
3.4 Language of the Bid

The bid prepared by the Bidder as well as all correspondences and documents relating to the bid shall
be in English only. The supporting documents and printed literature furnished by the Bidder may be in
another language provided they are accompanied by an accurate translation in English duly notarized,
in which case, for all purposes of the bid, the translation shall govern. Bids received without such
translation copy are liable to be rejected.
3.5 Bid Currency

Price should be quoted in Indian Rupees (INR) only and Payment shall be made in Indian Rupees only.
3.6 Contacting Tender Inviting Authority

Bidders shall not make attempts to establish unsolicited and unauthorized contact with the Tender
20
Accepting Authority, Tender Inviting Authority or Tender Scrutiny Committee after the opening of
the Tender and prior to the notification of the Award and any attempt by any Bidder to bring to bear
extraneous pressures on the Tender Accepting Authority shall be sufficient reason to disqualify the
Bidder
Notwithstanding anything mentioned above, the Tender Inviting Authority or the Tender Accepting
Authority may seek bonafide clarifications from Bidders relating to the tenders submitted by them
during the evaluation of tenders.
3.7 Force Majeure

Neither the Purchaser / nor the Successful Bidder shall be liable to the other for any delay or failure
in the performance of their respective obligations due to causes or contingencies beyond their
reasonable control such as:
Natural phenomena including but not limited to earthquakes, floods, and epidemics.
Acts of any Government authority domestic or foreign including but not limited to war declared
or undeclared, priorities and quarantine restrictions.
Accidents or disruptions including, but not limited to fire, explosions, breakdown of essential
machinery or equipment, power and water shortages.
3.8 Arbitration
In case of any dispute, the matter will be referred to a sole Arbitrator to be appointed by the CEO,
Tamil Nadu e- Governance Agency (TNeGA) under the “Arbitration and Conciliation Act 1996”. The
arbitration shall be held in Chennai, Tamil Nadu, India and the language of arbitration shall be English.
The Courts at Chennai alone shall have Jurisdiction in the matter.
21
4. Minimum Eligibility Criteria (MEC) & Technical Evaluation System

(TES)
The Bidders should have the following MEC for participating in the Tender. The Bidders should enclose
documentary evidence for fulfilling the MEC in the Technical Bid. If a Bidder fails to enclose the
documentary proof for MEC, their bid will be summarily rejected.
4.1 Minimum Eligibility Criteria (MEC)
S.No. MEC Documents to be submitted
4.1.1 The bidder should be a company Bidder should be a Registered Company in

registered/ incorporated under Indian India, they should produce the copy of the
company Act and must have 3 years of Certificate of Incorporation.
existence in India as on date of
submission of bids.
4.1.2 The Bidder should be Software Work order and satisfactory performance
Development firm and should be in certificate from the client for proof of
operations in successful Software delivering IT services as per the scope of
Development, Software Customization & work order in the last 3 years.
Implementation, IT Application
Operation & Maintenance anywhere in
India during the last 3 Years as on date of
submission of bid.
4.1.3 The Bidder should have an average Audited and Certified Balance Sheet &
annual turnover of at least Rs. 25 crore Profit/Loss Account of last 3 financial
during last three financial years Years.
4.1.4 The bidder should have successfully Work Order / Project Contract Document /
Implemented, at least one integrated Agreement along with Satisfactory
web application system (design, develop, Completion Certificate by the client or
implement and O&M – infrastructure and proof of payment with details of project
application) during last 3 years as on date value with clear scope of project.
of submission of bids for Central/
State/UT Government departments
/PSUs/ Private Agencies in India where
the value of the project should be at least
22
Rs. 2 crores and the project should have

gone live.
4.1.5 The Bidder should have at least one office The copy of Property tax bill/ Electricity
in Tamil Nadu and preferably support Bill/ Telephone Bill /G.S.T.-C.S.T.
centers/logistics for the entire state. If
Registration/Lease agreement should be
the Bidder is not having any office in
submitted as proof Or Undertaking Letter
Tamil Nadu, then bidder should submit a
letter of undertaking to open an office in
Tamil Nadu within 15 days from the date
of issue of work order if he is awarded the
work.
The bidders who have submitted required documents and meet the eligibility criteria as mentioned
above and as determined by the Tender Scrutiny Committee (TSC) shall only be eligible for further
technical evaluation as per Technical Evaluation System section.
4.2 Technical Evaluation System (TES)

The Bidders should enclose documentary evidence for fulfilling the following TES and the Tender
Scrutiny Committee will evaluate the bids as per the criteria set below:
S. No Criteria Marking scheme Maximum

Marks
Average Annual Turnover for last 3

years:
4.2.1 1. >= Rs.90 crore = 15 marks 15
Supporting Documents to be 2. >= Rs.60 crore and < Rs. 90
provided: crore = 10 marks
Bidders are required to submit
audited Turnover Statements for 3. >= Rs.30 crore and < Rs. 60
crore = 5 marks
last 3 financial years i.e. 2018-19,
2019-20 and 2020-2021. For 2020-
2021, provisional statement is
accepted
If the bidder has successfully

Implemented and maintained an
1. 1 project = 5 marks 20
integrated web application system
23
(design, develop, implement and 2. 2 projects = 10 marks

O&M – infrastructure and 3. 3 or more projects = 15
applications) during last 3 years as marks
on date of submission of bids for
Central/ State/UT Government
4.2.2 departments /PSUs/ Private Additional 5 marks would be given
Agencies in India where the value of for projects of similar scale and
the project should be at least Rs. 2 longevity.
crore and the project should have
gone live.
Supporting Documents to be
provided:
Bidders are required to submit Work
Issued Orders + Proof of Project
Completion and Go Live for all
projects
4.2.3 The bidder should hold
certification(s) recognized in the
industry for quality management
standards, information security
standards etc.
The following certifications will be

considered –
• ISO 9001 (quality • Any one certification – 5
management systems) marks
• SEI CMM Level 3 or above • Two certifications – 7 marks 10
(software development)
• Three or more certifications
• ISO 27001 (for information – 10 marks
security) or equivalent
• ISO20000-1 (for IT Service
Management)
provided:
Copy of certificate valid on bid
submission date
24
On-site Team
4.2.4 Project Manager

Should have First Class B.Tech /B.E
or equivalent degree in Computer
Science/Information Technology
Overall 10 years IT Experience - 1
Overall Experience of 10 years in IT
mark
Experience
Project Management of Web and
Experience of 6 years or more in IT
Mobile Applications Development
Software application development. 4
6 years project experience - 3
Proficiency in spoken Tamil is marks
required
For lesser experience, marks will be
Supporting Documents to be on pro-rata basis
provided:
Profile of recommended candidate
The same profile should be
deployed to the onsite team for
atleast 1 year period
4.2.5 Solution Architect
Overall 8 years IT Experience - 1
mark
Experience of 5 years or more in
Architecting Web/Mobile
Architecting Web/Mobile
Application Solutions 5 years 4
Application Solutions. Previous
experience - 3 marks
experience of solutioning e-
Governance applications preferred For lesser experience, marks will
be on pro-rata basis
Proficiency in spoken Tamil is
preferred
provided:
25

4.2.6 Technical Lead – Full stack

Experience of 5 years or more in Overall 8 years IT Experience - 1
Web/Mobile Application mark
development, Application, Application Web / Mobile
Database, Integration, Analytics, Development 5 years experience - 4
Reporting 3 marks
Proficiency in spoken Tamil is For lesser experience, marks will
preferred be on pro-rata basis
provided:
4.2.7 Business Analyst

Should have B.Tech /B.E or
equivalent degree in Computer Overall 5 years BA Experience – 2
Science/Information Technology mark
Overall Experience of 5 years as IT Application Web / Mobile Front-
Business Analyst end Development experience - 2 4
Proficiency in spoken Tamil is a mark
must For lesser experience, marks will
Supporting Documents to be be on pro-rata basis
provided:
26

4.2.8 Data Architect

Overall Experience of 8 years in Overall 8 years IT Experience - 1
Database Architect, Database mark
Administration and Management
Application Web / Mobile back-end
for Web / Mobile applications
Application Development /
4
Proficiency in spoken Tamil is Integration 8 years experience - 3
preferred mark
Supporting Documents to be For lesser experience, marks will
provided: be on pro-rata basis
Technical Presentation
Approach & Methodology

Understanding of current system Understanding of current solution
and architecture and architecture = 5 marks
4.2.9
Project management and Transition management and 15
maintenance plan maintenance plan = 5 marks
Risk & mitigation plan Risk & mitigation plan= 5 marks
4.2.10 Proposed architecture = 10 marks

Presentation and demonstration of
projects specified in cl. 4.2.2 & 4.2.3 Project scope of work overview = 5 20
marks
Implementation strategy = 5 marks
27
Total Marks (4.2) 100
The bidder shall be required to get at least 75 marks out of 100 marks to qualify for next stage i.e.
opening of the financial bids.
Evaluation of technical proposal:
a. Tender Scrutiny Committee (TSC) will evaluate whether all the requirements mentioned in the
RFP are understood and addressed well.
b. The bidder has to make a technical presentation & live demonstration (Cl.4.2.9 and 4.2.10) to
the TSC.
c. To declare a bidder as technically qualified, the bidder has to score a minimum of 75 marks
based on the above said cl.4.2 – TES and financial bids of those bidders who score 75 or above
in the TES shall only be opened.
4.3 Final Evaluation of Bid

a. The Final Evaluation will be done on Quality-cum-Cost-Based-System (QCBS) with the
weightage of Technical & financial bid (Price bid) score in the ratio 80:20. The final evaluation
of shall be done as described below,
- The marks scored in Technical Bid will be evaluated as follows:
TN = TB / TMax* 100
TN = Normalized technical score of the bidder under consideration
TB = Evaluated technical score for the bidder under consideration
TMax = Maximum technical score for any bidder
- For Technically Qualified Bidders, the commercial scores will be calculated as

FN = FMin / FB * 100
Where
FN = Normalized financial score of the bidder under consideration
FB = Evaluated cost for the bidder under consideration
28
FMin = Minimum evaluated cost for any bidder
- Both the Technical Bid mark & Price Bid mark will be added to arrive at the total
mark as follows:
BN = 0.8 * TN + 0.2 * FN
Where
BN = overall score of bidder under consideration
TN = Normalized technical score for the bidder under consideration
FN = Normalized financial score of the bidder under consideration
b. The total mark will be arranged in the descending order. The Highest scorer (H1) will be
declared as the Successful Bidder.
c. The Successful Bidder herein will be referred to as System Integrator
d. In the event the Final scores are ‘tied’, the bidder securing the highest technical score will be
adjudicated as the Best Value Bidder for award of the Project.
29
5. Bid Preparation and Submission
5.1 Cost of Bidding

a. The Bidder should bear all costs associated with the preparation and submission of Bids. TNeGA
will in no way be responsible or liable for these charges/costs incurred regardless of the
conduct or outcome of the bidding process.
5.2 Earnest Money Deposit (EMD)

a. An EMD amount as specified in the Tender Schedule should be paid through ONLINE mode. The
EMD of the unsuccessful Bidders will be auto-refunded to their bank account within a
reasonable time in consistent with the rules and regulations in this behalf. The EMD amount
held by TNeGA till it is refunded to the unsuccessful Bidders will not earn any interest thereof.
b. The EMD amount of the Successful Bidder shall be converted as part of the Security Deposit
(SD) for successful execution of the work and will be returned only after the successful
fulfillment of the Contract.
c. The EMD amount will be forfeited by TNeGA, if the Bidder withdraws the bid during the period
of its validity specified in the tender or if the Successful Bidder fails to sign the contract or the
Successful in Bidder fails to remit Security Deposit within the respective due dates.
5.3 Letter of Authorization

a. A letter of authorization from the Board of Directors / appropriate authority authorizing the
Tender submitting authority or a Power of Attorney should be submitted in the tender;
otherwise the Bids will be summarily rejected.
5.4 Self-evaluation of submitted bid based on MEC and TES criteria

a. All bidder’s need to submit a sheet with self-evaluation and self-evaluation marks based on the
MEC and TES clauses (4.1 and 4.2) of this RFP. On failing to submit this, the bid will be
considered non-responsive. Please submit individual preempted marks or pass/fail decision for
each MEC and TES sub-clause in this sheet along with documentary proof submitted.
b. The format of the self-evaluation sheet of MEC and TES clauses are available in Appendix IV and
Appendix V
5.5 Two Part Bidding

a. Bidders should examine all Instructions, Terms and Conditions and Technical specifications
given in the Tender document. Failure to furnish information required by the Bid or submission
of a Bid not substantially responsive in every respect will be at the Bidders risk and may result
in rejection of Bids. Bidders should strictly submit the Bid as specified in the Tender, failing
which the bids will be non-responsive and will be rejected.
30
5.5.1 Technical Bid

a. The first part relates to technical bid submitting all the required details and documents
complying with all the eligibility conditions and the other tender conditions/instructions as well
as the statement of compliance consisting of the following.
i. A Letter of Undertaking (as per the format given in this RFP) in company’s letter head in
pdf and letter of authorization
ii. This technical bid document (RFP)
iii. Copy of supporting documents for MEC and TES as .rar file (Zipped) have to be
submitted.
5.5.2 Financial Bid

a. Second part relates to financial bid which should be submitted in the Bill of Quotation (BoQ) as
given in the Tender.
b. The rate quoted by the bidder in the financial bid should be for the cost involved in the
successful implementation of scope of work mentioned in the clause 8 to 19 of this RFP and no
other charges will be allowed by the TNeGA other than the cost quoted.
c. Bill of Quotation (BoQ) should not contain any conditional offers or variation clause, otherwise
the bids will be summarily rejected.
d. The rates quoted shall be only in INDIAN RUPEES (INR) only. The tender is liable for rejection if
BoQ contains conditional offers.
e. The cost quoted by the bidder shall be kept firm for a period specified in the tender from the
date of opening of the tender. The bidder should keep the rates firm during the period of
contract including during the period of extension of time if any. Escalation of cost will not be
permitted during the said periods or during any period while providing services whether
extended or not for reasons other than increase of duties / taxes payable to the Governments
in India.
5.5.3 Details of the Documentary proofs to be uploaded in portal

Letter of Undertaking Upload Format
A Letter of Undertaking in company’s letterhead AS PER PDF

THE TEMPLATE / FORMAT GIVEN IN THIS RFP along with 1
letter of authorization (Max 2 MB)
RFP Document PDF
31
PDF
RFP Document signed by authorized individual 1
(Max 2 MB)
Minimum Eligibility Criteria (4.1) Upload Format
Copy of documentary proof for clause

1
4.1.1 as PDF
Copy of documentary proofs in

2 chronological order for clause 4.1.2 as
6
merged PDF
(All these PDF
Copy of documentary proofs for clause
3 have to be placed RAR
4.1.3 as merged PDF
in a folder, and
(WinRAR)
Copy of documentary proof for clause zipped as .rar file
4
4.1.4 as PDF before (Max 20 MB)
submission)
Copy of documentary proof for clause
5
4.1.5 as PDF
Self evaluation Matrix (MEC) as per

6
clause Appendix IV
Technical Evaluation System (4.2) Upload Format

1
4.2.1 as merged PDF

2
4.2.2 as merged PDF 11
RAR
Copy of documentary proofs for (All these PDF
3
clause 4.2.3 as merged PDF have to be placed (WinRAR)
in a folder, and
Copy of candidate’s resume for clause
4 zipped as .rar file
4.2.4 as merged PDF
before (Max 30 MB)
Copy of candidate’s resume for clause submission)
5
4.2.5 as merged PDF

6
4.2.6 as merged PDF
32

7
4.2.7 as merged PDF

8
4.2.8 as merged PDF
Copy of presentation for clause 4.2.10

9
as merged PDF
Copy of presentation for clause 4.2.11

10
as merged PDF
Self evaluation Matrix (TES) as per

11
Appendix V
Price Bid Upload Format
Bill of Quotation (BoQ) 1 .XLS
Total 20
Note: - Under Technical bid = 20 documents

Under Price bid = 1 document (pre-defined template)
5.6 Bid closing date and time

a. Bids cannot be submitted not later than the date and time specified in the Tender Schedule or
Corrigendum if published. Hence bidders should be cautious to submit the Bids well in advance
to avoid disappointments.
5.7 Online Submission of Bids - https://tntenders.gov.in

a. Bidder should read all the terms and conditions and accept the same to proceed further to
submit bids. Tendering system will give a successful bid update message after uploading all the
bid documents submitted. A print out of Bid Submission Confirmation showing the bid number,
the date and time of submission of the bid with all other relevant details can be taken from the
website and kept as an acknowledgement for submission of bid. This acknowledgement will act
as a proof of bid submission.
b. The bidders can resubmit the bid as many times as possible till the closing time of the bid
submission. Withdrawal of the bid is also possible before the closing time of the bid submission.
c. The time settings fixed in the server and displayed at the top of the tender site, will be valid for
all actions of bid submission, bid opening etc., in E-Tender system.
33
6. Tender Opening and Evaluation
6.1 Technical Bid Opening

a. The Technical Bid will be opened on the date and time as specified in the Tender schedule or
in the Corrigendum issued by TNeGA (if any).
NOTE: - If the date fixed for opening of the tender happens to be a Government holiday, the e-tender
will be opened on the next Working day at the time specified in the Tender Schedule.
6.2 Tender Validity

a. The offer submitted by the Bidders should be valid for a minimum period of 120 days from the
date of opening of the Tender.
6.3 Initial Scrutiny

a. Initial Bid scrutiny will be conducted and incomplete details as given below will be treated as
non-responsive. If Tenders are;
i. received without the Letter of Undertaking (as per the format given in this RFP) and
Letter of Authorization
ii. received without EMD amount
iii. found with suppression of details
iv. with incomplete information, subjective, conditional offers and partial offers
v. submitted without support documents as per the MEC and TES
vi. non-compliance of any of the clauses stipulated in the Tender
vii. lesser validity period
b. All responsive Bids will be considered for further evaluation. The decision of
TNeGA/Government will be final in this regard.
6.4 Clarifications
a. When deemed necessary, TNeGA shall seek bona-fide clarifications on any aspect from the
Bidder ONLY through https://tntenders.gov.in (online mode) under Short Fall of Documents
sections in e-tender portal. However, that would not entitle the Bidder to change or cause any
change in the substance of the Bid or price quoted. During the course of Technical Bid
evaluation, TNeGA may seek additional information or historical documents for verification to
facilitate decision making. In case the Bidder failed to comply with the requirements of TNeGA
as stated above, such Bids may at the discretion of TNeGA, shall be rejected as technically non-
responsive.
34
6.5 Tender Evaluation
6.5.1 Suppression of facts and misleading information

a. During the bid evaluation, if any suppression or misrepresentation is brought to the notice of
TNeGA, TNeGA shall have the right to reject the bid and if after selection, TNeGA would
terminate the contract, as the case may be. Termination of the contract will be without any
compensation to the Bidder and the EMD / SD, as the case may be, shall be forfeited.
b. Bidders should note that any figures in the proof documents submitted by the Bidders for
proving their eligibility is found suppressed or erased, TNeGA shall have the right to seek the
correct facts and figures or reject such Bids.
c. It is up to the Bidders to submit the full copies of the proof documents to meet out the MEC
and TES. Otherwise, TNeGA at its discretion may or may not consider such documents.
d. The Tender calls for full copies of documents to prove the Bidder's experience and capacity to
undertake the project.
6.5.2 Technical Bid Evaluation

Minimum Eligibility Criteria:
a. TSC will examine the technical bids as per Cl.4.1 MEC given in the Tender document. The
documents which did not meet the eligibility criteria in the first stage of scrutiny will be rejected
in that stage itself and further evaluation will not be carried out for such bidders. The eligible
Bidders satisfying all the criteria in cl. 4.1 alone will be considered for further evaluation as per
TES (cl.4.2). The decision of TNeGA will be final in this regard.
Technical Evaluation System:
a. TSC will examine the bids as per clause 4.2 TES based on the documentary evidence
enclosed by bidder in the Technical Bid. The bidder shall be informed to make a presentation
to TSC as per 4.2.9 and 4.2.10. If the bidder fails to demonstrate their bid will be summarily
rejected. Minimum marks to be scored by the bidders in the TES is 75 (seventy five) out of 100,
so as to declare the bid as technically qualified. Bidders who score 75 and above marks in the
TES as per cl. 4.2 above shall be deemed technically qualified and financial bids of those bidders
only will be opened.
6.5.3 Financial Bid Evaluations

a. Bidders should fill price quote details ONLY in Bill of Quotation (BoQ).
b. All the taxes indicated in the financial bid will be taken for the financial evaluation as per the
Tamil Nadu Transparency in Tender Rules 2000 with latest amendments.
c. Bidders should quote for all the items. Failure to submit the rates for all the items (including
price discovery items) or partial offer will be liable for rejection of the bid itself. The decision of
35
TNeGA will be the final.

d. Bidders who satisfy the MEC (4.1), scored 75 or more out of 100 in TES (4.2) and has highest
QCBS score (H1) per Cl. 4.3 (Final evaluation of bid) would be declared as the successful bidder
(H1).
6.6 Negotiations
a. Negotiations will be conducted with the successful (H1) bidder for improvement in the scope
of work, specification, further reduction in bid price and advancement of delivery schedule.
6.7 Award of Contract (through https://tntenders.gov.in)

a. Award of Contract (Letter of Acceptance) shall be issued online through
https://tntenders.gov.in to the successful (H1) bidder. After acceptance of the tender and LOA
issued by TNeGA, the successful bidder (H1) shall have no right to withdraw their tender or
claim higher price.
b. The successful bidder herein after will be referred to as System Integrator (SI)
c. No dispute can be raised by any bidder who’s bid has been rejected and no claims will be
entertained or paid on this account.
6.8 TNeGA reserves the right to:

a. Modify, reduce or increase the quantity requirements to an extent of tendered quantity as per
the provisions of Tamil Nadu Transparency in Tenders Act 1998 and Tamil Nadu Transparency
in Tenders Rules, 2000.
b. Inspect the bidders' premises/ Company before or after placement of orders and based on the
inspection, reserves a right to modify the quantity ordered.
c. Withhold any amount for the deficiency in Quality/Service aspect rendered during the contract
period.
d. Accept or reject any or all of the tenders in full or in parts without assigning any reason
whatsoever. The Tender Accepting Authority may also reject all the tenders for reasons such
as change in scope, specification, lack of anticipated financial resources, court orders,
calamities or any other unforeseen circumstances.
36
7. Execution of Contract
7.1 Payment of Security Deposit (SD)

a. The successful (H1) bidder shall have to furnish a Security Deposit (SD) for 5% of contract value
by way of demand draft or banker’s cheque payable at Chennai or in the form of unconditional
irrevocable Bank Guarantee valid for a period of 84 months from the date of acceptance of the
tender on receipt of confirmation from TNeGA. The SD shall be paid within 10 days from the
date of issue Letter of Acceptance (LOA) by TNeGA. The SD furnished by the System Integrator
in respect of the tender will be returned to them after the entire scope of work is executed by
the bidder as per the RFP, Contract and as per order(s) issued by TNeGA from time to time
during the execution of work and after 3 months from the completion of contract period. The
Security Deposit held by TNeGA till it is refunded to the System Integrator will not earn any
interest thereof.
b. The EMD/Security Deposit will be forfeited if the System Integrator withdraws the bid during
the period of bid validity specified in the tender or if the bidder fails to sign the contract.
7.2 Execution of Contract

a. The System Integrator should execute a Contract in the INR 100 non-judicial stamp paper
bought in Tamil Nadu in the name of the TNeGA within 10 working days from the date of letter
of acceptance issued by TNeGA with such changes/ modifications as may be indicated by
TNeGA at the time of execution on receipt of confirmation from TNeGA.
b. The System Integrator shall not assign or make over the contract, the benefit or burden thereof
to any other person or persons or body corporate for the execution of the contract or any part
thereof without the prior written consent of TNeGA. TNeGA reserves its right to cancel the LoA
either in part or full, if this condition is violated. If the System Integrator fails to execute the
agreement within the stipulated period of 10 days, the SD of the System Integrator will be
forfeited and their tender will be held as non-responsive.
c. The expenses incidental to the execution of the agreement should be borne by the System
Integrator.
d. The conditions stipulated in the agreement should be strictly adhered to and violation of any
of the conditions will entail termination of the contract without prejudice to the rights of
TNeGA and also TNeGA have the right to recover any consequential losses from the System
Integrator.
7.3 Release of Work Order

a. After the payment of Security Deposit and execution of the Contract by the System Integrator,
TNeGA will issue the Work Order to the System Integrator for commencement of the work.
37
7.4 Refund of EMD

a. The EMD amount paid by the System Integrator will be adjusted towards security deposit
payable by them. If the System Integrator submits security deposit for the stipulated value, the
EMD will be refunded. The EMD amount of the unsuccessful bidder(s) will be auto-refunded
upon finalization and issue of LoA to the System Integrator.
7.5 Forfeiture of EMD and SD

a. If the System Integrator fails to act according to the tender conditions or backs out, after the
tender has been accepted, the EMD will be forfeited.
b. If the System Integrator fails to remit the SD, the EMD remitted by him will be forfeited to
TNeGA and the tender will be held void.
c. If the System Integrator fails to act up on to the tender conditions or backs out from the
contract, the SD mentioned above will also be forfeited by TNeGA.
7.6 Termination of Contract
7.6.1 Termination for default

a. TNeGA may without prejudice to any other remedy for breach of contract, by written notice of
default with a notice period of 30 days, sent to the System Integrator, terminate the contract
in whole or part, (i) if the System Integrator fails to deliver any or all of the service within the
time period(s) specified in the contract, or fails to supply the items as per the delivery schedule
or within any extension thereof granted by TNeGA; or (ii) if the System Integrator fails to
perform any of the obligation(s) under the contract; or (iii) if the System Integrator, in the
judgment of TNeGA, has engaged in fraudulent and corrupt practices in competing for or in
executing the Contract.
b. In the event TNeGA terminates the Contract in whole or in part, TNeGA may procure, upon
terms and in such manner as it deems appropriate, the goods and services similar to those and
delivered and the System Integrator shall be liable to TNeGA for any additional costs for such
similar goods and service. However, the System Integrator shall continue the performance of
the contract to the extent not terminated.
7.6.2 Termination for Insolvency

a. TNeGA may at any time terminate the Contract by giving written notice with a notice period of
30 days to the System Integrator, if the System Integrator becomes bankrupt or otherwise
insolvent. In this event, termination will be without compensation to the System Integrator,
provided that such termination will not prejudice or affect any right of action or remedy that
has accrued or will accrue thereafter to TNeGA.
38
7.6.3 Termination for Convenience

a. TNeGA may by written notice, with a notice period of 30 days sent to the System Integrator,
TNeGA may terminate the Contract, in whole or in part, at any time for its convenience. The
notice of termination shall specify that termination is for TNeGA’s convenience, the extent to
which performance of work under the Contract is terminated, and the date upon which such
termination becomes effective. On termination, the System Integrator is not entitled to any
compensation whatsoever.
7.7 Project Lead

a. The System Integrator should nominate and intimate TNeGA, a Project Lead who should be
responsible for effective delivery of work complying with all the terms and conditions. The
System Integrator should ensure that the Project Lead fully familiarizes with the RFP, Contract
and deliverables.
b. Team deployed on-site and off-site for all components of O&M support and New Development
initiatives should have a metric-based reporting relationship to the Project lead to ensure
smooth delivery and support i.e. they should be answerable to the Project Lead
7.8 Assigning of Tender whole or in part

a. The System Integrator shall not assign or make over the contract, the benefit or burden thereof
to any other person or persons or body corporate. The System Integrator should not under-let
or sublet to any person(s) or body corporate for the execution of the contract or any part
thereof, without the written consent of TNeGA.
7.9 Liquidated Damages (LD)

a. The System Integrator must strictly adhere to the implementation schedule, specified in the
RFP & Contract / Work Order and any delay attributable to the System Integrator will enable
TNeGA to resort to any or both of the following:
i. Claim liquidated damages at 0.5% of the contract value for delayed performance per
week and the maximum LD applicable is 10% of the contract value. When the LD reaches
10% of the contract, TNeGA may terminate the contract due to the non-performance
of the System Integrator. However, LD shall not be levied if the delay is attributable to
the System Integrator.
ii. In case of the termination of the contract by TNeGA due to non- performance of the
System Integrator, the Security Deposit will be forfeited.
iii. In addition, TNeGA reserves the right to award the work to any other party / parties and
the loss / expenses incurred thereafter will be recovered from the System Integrator.
b. The RFP, bid submitted by the System Integrator, negotiated offer of the System Integrator,
contract and the work orders will form part of this contract. Wherever the offer conditions
39
furnished by the System Integrator are at variance with conditions of this contract or conditions
stipulated in the work order, the latter shall prevail over the offer conditions furnished by the
System Integrator.
c. Notwithstanding anything contained in this clause, TNeGA reserves the right to blacklist the
System Integrator from taking part in any of the procurement operations of TNeGA for a
minimum period of three years from the date of blacklisting for their failure to execute the
work as per the agreed terms and conditions of the RFP, Contract and Work Order.
7.10 Other Conditions

a. TNeGA reserves the right not to accept lowest price, to reject any or all the tenders without
assigning any reason, to relax or waive any of the conditions stipulated in the terms and
conditions of tender as deemed necessary in the best interest of TNeGA for good and sufficient
reasons.
7.11 Arbitration and Jurisdiction

a. Except as otherwise provided elsewhere in the contract, if any dispute, difference, question or
disagreement arises between the parties hereto or their respective representatives or
assignees, at any time in connection with construction, meaning, operation, effect,
interpretation or out of the contract or breach thereof, the same shall be decided by Sole
Arbitrator to be appointed by the CEO, TNeGA.
b. If the sole arbitrator so appointed dies, resigns, incapacitated or withdraws for any reason from
the proceedings, another Sole Arbitrator shall be appointed by the CEO, TNeGA. The Sole
Arbitrator so appointed shall proceed with the reference from the stage, where his predecessor
had left if both parties consent for the same.
c. It is a term of the contract that the party invoking arbitration shall specify all disputes to be
referred to arbitration at the time of invocation of arbitration and not thereafter. Neither party
to the contract shall be entitled to seek interest and the arbitrator should not grant interest.
d. The Sole Arbitrator shall give reasoned award and the same shall be final, conclusive and
binding on the parties.
e. The venue of the arbitration shall be Chennai and language English. The fees of the sole
arbitrator and expenses incidental to the arbitration proceedings shall be borne equally by the
parties.
f. Subject to as aforesaid, the provisions of the Arbitration and Conciliation Act, 1996 and any
statutory modifications or re-enactment in lieu thereof shall apply to the arbitration
proceedings under this Clause.
g. Subject to the above, the Courts in Chennai alone shall have jurisdiction in this matter.
40
8. Existing e-District Platform (Pre-cursor to e-Sevai 2.0)
8.1 eSevai & eDistrict Framework

e-Sevai service is an initiative of Government of Tamil Nadu to deliver all its citizen-centric services
online through a single portal. This has made some progress on the earlier e-Governance strategy for
providing online services in parallel with other channels. The progress includes implementation of the
e-Sevai centers and a unified e-Sevai portal.
TNeD project is currently hosted on three different technical infrastructures for delivering services.
Some services are developed on IBM Technical Stack and some services are on Microsoft Technical
Stack. The details of the technical stack are given below:
1) eDistrict Portal URL: https://tnedistrict.tn.gov.in -Portal for Department Users

2) eSevai Portal URL: https://tnesevai.tn.gov.in/ -Portal for CSC Operators & Citizens
3) e-Adangal
- Web Portal: -For the CSC Operators, Citizens and
Officials
- Mobile App (Android App) -For the CSC Operators, Citizens and
Officials
Multiple services are being delivered to the citizens currently through TNeD project catering to various
government departments. The details on the departments and services delivered are given in
APPENDIX-III.
A brief note on the current process flow and steps involved is given below:
8.2 Citizen Process Flow

There are two ways, the citizens can avail Tamil Nadu Government services.
1) TN e-Sevai Citizen portal
2) CSC centres
8.2.1 TN e-Sevai Citizen portal

TN e-Sevai portal enables citizens to access the e-district application for availing citizen-centric
services. People can register into the portal to access the services offered by the Tamil Nadu
Government.
41
Step 1: New User Registration

Step 2: Fill in the citizen credentials by entering the requested details to complete the registration.
Step 4: Login to TN e-Sevai portal.
Step 5: Apply for Services
Step 6: Upload Required Documents
Step 7: Acknowledgement Number
Step 8: Download the certificates / licenses
8.2.2 CAN(Citizen Access Number)
CAN Registration
CAN registration will capture the Basic details of applicant, Current & Permanent address and contact
details.
Purpose of CAN
a) Citizen Access Number is the unique registration number which will be generated once for an
applicant.
b) CAN have all the basic profile and geographical information of the applicant.
c) CAN is used to validate the service eligibility.
d) CAN data is used to auto fill the service fields.
e) CAN to be edited for Relationship, Marital Status, Occupation, and Address & contact detail of
their own.
Attachments
a) Once input form is filled, a reference number will generate for the application which will be
stored in Saved application tab. If applicant doesn’t have those documents currently, they can
42
attach those relevant documents on future with the same reference number till that time that
application will be in Saved Tab.
b) For few of the G2C services Applicant Photo is Mandatory which will also populate in the output
certificate/licence. Applicant shall scan and attach either JPEG/PNG format along the size and
resolution mentioned. Otherwise, they can use web cam to take their photo.
c) Based on the service criteria the attachments requirement should dynamically change.
d) Document No can be captured for each attachment for reference.
e) For some services we may have to do a provision where dynamic Self Declaration certificates
should be generated, which will get printed, signed and attached by applicant.
f) Except Photo and Self Declaration for other documents multiple attachments can be allowed.
Acknowledgement
a) Acknowledgement will be generated for all the services along with the Application No,
Applicant Name, Address, Service Availed, Application Charges, Services Charges, QR Code and
Status Tracking URL after the successful payment.
b) QR Code will give the complete information about the service applied (ex: Applicant Name,
Service Availed, Date of apply, Address)
c) Acknowledgement shall be reprinted from portal if required.
Application Status Tracking

a) Application flow shall be tracked through the entire process with the status tracking URL
mentioned on acknowledgement as well as by sending SMS to the 155250.
Output Certificate/Licence
a) Once issuing authority approves & digitally signs the application, a SMS will be triggered to the
applicant along with the Tiny URL where applicant shall download the Digitally Signed
certificate/licence.
b) Citizen avail the certificate/licence either at portal or from the Tiny URL.
c) If citizen provides the Aadhaar No at the time of application submission, that particular
licence/certificate URI will be pushed to DigiLocker.
d) Based on the client requirement output certificate/licence shall be in bilingual. Also, if required
photo will be displayed.
e) QR code will gives the genuineness of the certificate/licence.
8.3 CSC (Common Service Centres)

a) Application is submitted from CSC. Once submitted, it will move to the receiving officer inbox
(Pending application menu).
b) Each level of officers is having pre-defined SLA to act on the request. The officers should process
the application within that period else it will be moved to the next level officers by
automatically.
43
c) Citizen Access Number (CAN) is the unique registration number which will be generated once
for an applicant. CAN Registration will capture the Basic details of applicant, Current &
Permanent address and contact details.
d) After filling the input form, citizen can attach their photos, self-declarations and other required
documents.
e) Acknowledgement will be generated for all the services along with the Application No,
Applicant Name, Address, Service Availed, Application Charges, Services Charges, QR Code and
Status Tracking URL after the successful payment.
f) The TNeD application also has application status tracking feature by clicking on the URL
mentioned on acknowledgement as well as by sending SMS to the 155250.
g) Once issuing authority approves & digitally signs the application, a SMS will be triggered to the
applicant along with the Tiny URL where the applicant shall download the Digitally Signed
certificate/licence.
h) Citizen can avail the certificate/licence either at portal or from the Tiny URL.
8.4 Workflow
a) Once Application submitted from CSC it will move to receiving officer inbox (Pending
application menu).
b) Each level of officers is having certain SLA within that period they should process the application
else it will be moved to next level officer by default.
c) Based on the recommendations from field level officer Approving authority will approve/reject
with DSC
d) Workflow will be from low level officer to higher level.
e) All Mandatory documents will be collected as attachments through the application
f) CAN Registration is Mandatory
g) Output: Certificate/Scheme
8.5 Other Integrations

For Application submission
a) Biometric Integration for operator Login with SRDH
b) PayGov for operator wallet recharge.
c) Bank Integration for Department amount transfer
d) Pull & Push SMS/Email Integration.
e) eTaal and Tamil Nadu state portal for transaction statistics
For Approval/Rejection
a) DSC integration (If certificate approved)
b) Certificate URI pushed in SMS as tiny URL
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c) Certificate URI pushed to DigiLocker
8.6 High Level features of TNeD Project

a) TNeD application framework allows to configure a workflow-based service with minimum
coding. Using e-District applications a citizen should be able to apply eligible services online and
the citizen can also visit CSC centre. TNeD Application enables to configure a workflow service
from any department with a minimum level of coding. The process includes department and
service creation, e-form creation, workflow configuration and output configurations.
b) TNeD application is integrated with the following 3rd Party Applications:
• Payment gateway
• SMS Gateway
• SMTP
• MSDG
• eTaal
• Digilocker- PULL Integration
• E-District Application implemented Digital signature for digitally signing Certificate
generated by the system.
c) Anyone can track their applications using TNeD applications at any time. User/Citizen will be
notified in every stages so that he/she can collect their certificate online. Currently the TNeD
project supports multilingual (2 languages, Tamil & English) interface.
d) Specific functional details of the process flow are as follows:
i. The system registers the user in the system and provides them username, password and
a unique identification no (CAN).
ii. The system identifies user logging into the system as defined by the login component.
iii. The System makes the latest copy of the Application Form available online (24x7).
iv. The System enables receiving of the application as per the Application Receipt
component.
v. The System generates a Unique Acknowledgement Identification Number and should
identify the applicant based on this Number.
vi. The System display messages regarding successful or unsuccessful completion of any
transaction.
vii. The System saves the application data and route it to the concerned Officer.
45
viii. The System notifies the concerned Officer about the new application and this date and
time must be logged through TNeD application
ix. The system allows concerned Officer to accept or reject any service request application
x. The system requests the Officer to compulsorily provide comments in case of rejection
xi. The System allows the Officer to either approve or reject the application using his/her
digital signature as per the Approval and Rejection component.
xii. The System logs the Approval or Rejection and the date and time of the action.
xiii. The System notifies the Applicant and deliver Certificate as per the Delivery Mechanism
component.
xiv. The System detects changes in status and send status updates to the citizen as per the
Notification/Status Tracking component.
xv. The System generates MIS reports as per the format specified in the table Monitoring
Report.
xvi. The system supports multilingual as per Localization and Language Technology
Standards for National e- Governance Plan defined in e-district guidelines.
xvii. The application supports Digital Signatures of any of the Certifying Authorities
registered under the Controller of Certifying Authorities.
xviii. The Digital Signatures used and the application provides the Time Stamping of the act
of Digitally Signing a document as mandated by the IT Act 2000.
The details of the various components of the solution are as follows:
1. User interface (UI) components: UI provides a way for users to interact with the
application. User interfaces have been implemented using MVC.NET pages and controls.
2. User Process Components: In many cases, a user interaction with the system follows a
predictable process. To help synchronize and orchestrate these user interactions, it can be
useful to drive the process using separate user process components. This way the process
flow and state management logic are not hard-coded in the user interface elements
themselves, and the same basic user interaction ―engine can be reused by multiple user
interfaces.
3. Business Workflows: After the required data is collected by a user process, the data can be
used to perform a business process. Many business processes involve multiple steps that is
performed in the correct order and orchestrated. Business workflows define and
coordinate long running, multi-step business processes.
4. Business Components: Regardless of whether a business process consists of a single step
or an orchestrated workflow, the application has business components that implement the
46
business rules and perform business tasks to implement the business logic of the
application.
5. Service Agents: Service agents isolate the idiosyncrasies of calling diverse services from the
application, and can provide additional services, such as basic mapping between the format
of the data exposed by the service and the format your application requires.
6. Service Interfaces: To expose business logic as a service, service interfaces are created that
supports the communication contracts (message-based communication, formats,
protocols, security, exceptions, and so on) to its different consumers Service interfaces are
sometimes also referred to as business facades.
7. Data Access Logic Components: The application and services access a data store at some
point during a business process. It makes sense to abstract the logic necessary to access
data in a separate layer of data access logic components. Doing so centralizes data access
functionality and makes it easier to configure and maintain.
8. Business Entity Components: The applications require data to be passed between
components. For example, TNeD application some data must be passed from the data
access logic components to the user interface components so that the same data can be
displayed to the users. The data is used to represent real-world business entities. The
business entities that are used internally in the application are usually data structures, such
as DataSets, DataReaders, or Extensible Mark-up Language (XML) streams, but they can also
be implemented using custom object-oriented classes that represent the real-world entities
that the application has to work with.
9. Components for Security, Operational Management, And Communication: The TNeD
application also uses components to perform exception management, to authorize users to
perform certain tasks, and to communicate with other services and applications.
8.7 e-Wallet
8.7.1 Prepaid e-Wallet

a) With this model the CSC operator would maintain the balance in their account; primarily it is
known as an eWallet account.
b) With every transaction conducted by an operator; the eWallet would get updated. The eWallet
balance sufficiency check will be performed prior to every transaction and only if there is
enough balance in their eWallet account, the operator will be able to conduct the transaction.
c) Once the eWallet balance reaches NIL or threshold (if it is set) the operator will have to recharge
their eWallet using the payment aggregator.
d) The funds from payment aggregator would reach the pooling account; thereafter the funds
from the pooling account would be transferred to departments based on the daily MIS reports.
This activity is performed by an accountant who operates the pooling account.
47
Day 0
a) Operator Recharge their eWallets
b) PayGov will processes the debit request from Operator provided Bank
c) Recharged amount will be added into operator eSevai virtual account
d) Operator shall perform the transaction/services
e) For each transaction Department fees and Services Charge of TNeGA Share shall be deducted
from operator virtual account immediately.
Day 1
a) Bank Pooling account is credited with respective recharge amounts from dealer’s bank.
b) Department Fees shall be transferred automatically to respective department bank accounts
from TNeGA polling account
48
8.7.2 Direct VLE CSC Operator Wallet Recharge

a) CSC Operator has to login into eSevai portal with their username and password.
b) Under Wallet Recharge menu, Enter the mobile number, recharge amount to be recharged and
click on submit button
c) Select your payment method for the payment amount (credit card, debit card or internet
banking) and proceed for payment
d) Once transaction got successful recharge amount shall be credited into the operator virtual
account.
8.7.3 TACTV Wallet Recharge and Distribution

a) Wallet Recharge shall be through Entering Mobile Number and Recharge Amount.
b) Credit Card/Debit Card/Internet Banking details entering page.
c) Wallet Amount shall be distributed to individually by choosing center list from dropdown and
then enter the wallet amount & click on “Distribute” button.
49
8.8 Technical Stack

The TNeD project is currently live on TWO different technical platforms. Out of total 118 G2C/G2B
services live as on date. 78 services are on IBM platform and 40 services are on MICROSOFT platform.
The detailed technical stack is given below:
For MICROSOFT Stack:
Parameter Technology Used
Web Server IIS 8.5
Database MS SQL 2014
Technology Framework ASP.NET Framework 4.5, MVC 3
Reporting Server SSRS 2014
Client-Side Scripting Language CSHTML, CSS3,Javascript, jQuery
Server-Side Scripting Language Asp.net Framework 4.5, MVC 3, C#
For IBM Stack:
Parameter Technology Used
Web Server IBM HTTP
Application Server IBM WAS
Database IBM DB2
Technology Framework JSF
Reporting Server Jasper reports
Client-Side Scripting Language Java Script
Server-Side Scripting Language Java
8.9 Functional and Technical Architecture Overview
50
The e-District Scheme focuses on e-enabling the delivery of majority of citizen centric services, which
are administered by the District Administration comprising many separate but interlinked
departments. To achieve this complex business workflow, following architecture principles are
followed.
Architecture Principles
The key principles which defined the vision of E-District model are:
Service Oriented Architecture
The application has been built on service-oriented architecture (SOA) principle that allows the
government to establish a flexible, robust infrastructure so that it can build, deploy and integrate
services, independent of applications and the computing platforms on which they run, making the
government's business processes more flexible. SOA also ensures that the services are to be provided
and consumed, now and in the future as the system scales up. In addition, further integration with
existing or new systems is required. The use of SOA also ensures that connectivity to services will be
as flexible as required and that applications aren't tightly bound to each other. The solution is based
on N-tier Service oriented Architecture with separation of business logic from application, database
and presentation.
Scalability
One of the basic requirements of TNeD Architecture is its scalability. The architecture is scalable,
configurable and capable of delivering high-performance as and when the transaction volumes
increase and methods improve. The application and deployment architecture automatically scales-Up
and scales-out on the Portal, Application and Web Servers, Database Servers, Application Integration
Servers, and all other solution components. Scalability of the solution is being achieved along with the
following dimensions, as described below:
• Scalability in terms of the volumes of transactions handled: This provides the facility to
enhance the hardware, software and network capacities to maintain the performance levels
always in synchronization with the SLA metrics.
• Scalability in terms of addition of new services of an existing department: This provides
seamless and effortless integration with the backend application such that new services for an
existing department can be added with ease at the Data Centre level.
• Scalability in terms of addition of new E-District: This provides seamless integration with
heterogeneous systems at the backend with ease of deployment of the applications and
services, maintaining the common look and feel and functionality at the front-end.
• Scalability in terms of addition of new channels of delivery: Solution is designed to provide
services through other delivery channels like the mobile phones, PDAs and other devices
• Scalability in terms of addition of new services of new departments: As and when required
based on SOA principles.
51
Security and Integrity

The solution for TNeD is highly secure, considering that it is intended to handle sensitive information
of people who are using e-District application for various services. The major security considerations
are described below.
• The TNeD application and database security will integrate with platform security.
• The TNeD is maintaining an audit trail of all transactions.
• The security services used to protect the information infrastructure includes identification,
authentication, Access Control, Administration and Audit. The solution provides a single-sign-
on features with password and capability to enforce changing the passwords at system-defined
intervals.
• The application is having the provision of handling errors due to communication failure and
hardware failure etc. and roll back the changes maintaining the transaction consistency.
• The solution ensures guaranteed once only delivery, message routing, queuing and load
balancing features and optimize both data-level and process level integration. Specific
capabilities of such a solution should include, but are not limited to, a robust and secure
messaging infrastructure, automated business process integration (both internal and cross-
enterprise), workflow management, and powerful business-to-business transaction capability.
• TNeD security design provides a well-designed identity management system and the SDC
provides security of physical and digital assets, data and network security, backup & recovery
and disaster recovery system.
Availability
The solution provides all stake holders (Citizens, Employees, Government, Partners etc.) with timely
and continuous access to information with minimum disruption. The solution is also able to rebound
or recover from any planned or unplanned system downtime, ensuring a minimal impact on TNeD
business as per prescribed SLAs.
Modular Design
The TNeD solution is highly scalable not only to take on higher loads of transactions, but also designed
in a modular fashion, to add more departments, agencies, services and their providers in a seamless
and effortless manner to the e-District System.
Multilingual Support
The TNeD solution is UNICODE based and supports hosting of multi-lingual data/forms.
Data Consistency
The TNeD solution will have the provision of handling errors due to communication failure and
hardware failure etc and roll back the changes maintaining the transaction consistency. The solution
will ensure guaranteed once only delivery, message routing, queuing and load balancing features and
52
optimize both data-level and process level integration. Specific capabilities of e-District solution will
include, but are not limited to, a robust and secure messaging infrastructure, automated business
process integration (both internal and cross-enterprise), workflow management, and powerful
business-to-business transaction capability.
8.9.1 Existing IT Infrastructure Architecture
8.9.2 Functional Architecture

Functional architecture caters to
• Layered and reusable architecture for future expansion, scale-out in

• Services based on prebuilt components of workflow, BI, forms, Portal,
• Mobility and integration layers
• Single sign on and secure
53
8.9.3 Technical Architecture

The TNeD solution is composed of server applications, infrastructure components, runtime services
used by .NET applications, and the .NET Framework. .NET Framework provides a virtual environment
used to host .NET applications, a large library of classes, and runtime services used in the development,
and execution, of .NET applications. Along with this some services are also hosted on IBM platform.
The details of various components are described in the following subsections.
54
IBM Technical Architecture

https://tnedistrict.tn.gov.in/eda/
MICROSOFT Technical Architecture

https://tnesevai.tn.gov.in/
55
8.10 Application Architecture
The details of the various components of the solution are as follows:
1. User interface (UI) components: UI provides a way for users to interact with the
application. User interfaces have been implemented using MVC.NET pages and controls.
2. User Process Components: In many cases, a user interaction with the system follows a
predictable process. To help synchronize and orchestrate these user interactions, it can be
useful to drive the process using separate user process components. This way the process
56
flow and state management logic are not hard-coded in the user interface elements
themselves, and the same basic user interaction ―engine can be reused by multiple user
interfaces.
3. Business Workflows: After the required data is collected by a user process, the data can be
used to perform a business process. Many business processes involve multiple steps that is
performed in the correct order and orchestrated. Business workflows define and
coordinate long running, multi-step business processes.
4. Business Components: Regardless of whether a business process consists of a single step
or an orchestrated workflow, the application has business components that implement the
business rules and perform business tasks to implement the business logic of the
application.
5. Service Agents: Service agents isolate the idiosyncrasies of calling diverse services from the
application, and can provide additional services, such as basic mapping between the format
of the data exposed by the service and the format your application requires.
6. Service Interfaces: To expose business logic as a service, service interfaces are created that
supports the communication contracts (message-based communication, formats,
protocols, security, exceptions, and so on) to its different consumers Service interfaces are
sometimes also referred to as business facades.
7. Data Access Logic Components: The application and services access a data store at some
point during a business process. It makes sense to abstract the logic necessary to access
data in a separate layer of data access logic components. Doing so centralizes data access
functionality and makes it easier to configure and maintain.
8. Business Entity Components: The applications require data to be passed between
components. For example, TNeD application some data must be passed from the data
access logic components to the user interface components so that the same data can be
displayed to the users. The data is used to represent real-world business entities. The
business entities that are used internally in the application are usually data structures, such
as DataSets, DataReaders, or Extensible Mark-up Language (XML) streams, but they can also
be implemented using custom object-oriented classes that represent the real-world entities
that the application has to work with.
9. Components for Security, Operational Management, And Communication: The TNeD
application also uses components to perform exception management, to authorize users to
perform certain tasks, and to communicate with other services and applications
8.11 Platform Sizing parameters

a. Present max. service requests per day : 80,000 / day
(Expected to grow up to 1,20,000 per day)
57
b. Avg. service requests per day : 30,000 / day

c. Number of services that are live : 194 services
d. Characteristics of services :
i. Type 1 – Developed as a part of platform and data is stored in local platform database
ii. Type 2 – API integration with department database and offered as a service on platform
e. Number of platform developed services : 91
f. Number of API integration services : 103
58
9. Scope of Work for eSevai2.0

The scope of work for this RFP includes building a new esevai platform as a replacement to existing
TNeD that enhances the G2C service delivery improving user experience. The existing services are to
be migrated to new platform including managing any modification requests as per departments
requirement. New services are to be onboarded ensuring scalability, security of the application and
complying with the interoperability standards.
1. Design, develop, configure / customise, implement and deploy e-Sevai 2.0 platform as per the
specifications specified in this section. The functional requirements of current esevai can be taken
as a baseline.
2. Development and implementation of G2C, G2B, G2G and other services / schemes on the e-sevai
2.0 platform, as required.
3. Migration of legacy services from the existing e-Sevai platform to the new solution with necessary
changes to the API integrations
4. Migration of transactional data from esevai1.0 and map it to new services and models such that no
history is lost.
5. Design and develop the back-office applications that are necessary for the end-to-end G2C
services/welfare schemes delivery on the same platform. The platform should allow for whitelisting
the of the application for each department/HoD where there exists no application or embedding
the G2C services in existing website/application.
6. The mobile app should be designed and developed for both Android and Apple iOS smartphones
and should more or less be a mirror of the web platform.
7. Develop the mobile app and the web portal bilingual with Unicode capability.
8. Provide cloud services as per the network, security, hosting and compute requirements of the
different technology components from TN Government / Meity empanelled Cloud Vendor. SI
should make sure that the empanelment of the Cloud Vendor with TN Government / Meity should
remain till the time period of this project or otherwise if the empanelment expires then the SI has
to move the e-Sevai 2.0 system to the DC and DR of new TN Government / Meity empanelled Cloud
vendor CSP (Cloud Service Providers).
9. Work with 3rd party auditor chosen by TNeGA to conduct IT and performance audits as required.
10. Configure, implement, and maintain a document management system to support the workflow-
based digitization services.
11. Integrate with Tamil Nadu Enterprise Architecture (TNEA) components like State Family Database,
Blockchain Backbone Nambikai Inaiyam, KYG, TNGIS, IFHRMS and so on
12. Integrate with India Enterprise Architecture components like Aadhar authentication services,
eSign, Digilocker, payment gateways, eTAAL, OGD, API Setu and so on.
59
13. The solution and staffing should be future ready for API based integration with existing and any
upcoming software applications of state and central government
14. Comply with the reference standards published by Government of Tamil Nadu and follow the
Industry best practices in design, development and delivery of the platform and the services.
15. Manage the operation and maintenance of the e-Sevai 2.0 for the specified period
16. Develop standard / custom reports (as per TNeGA/Department requirement) and dashboards that
provide analytical insights based on transaction data.
17. The SI will have to meet any other requirements, not listed in the scope of work that may be
required in order to establish the fully functional e-Sevai 2.0 system.
9.1 Design and Development of e-Sevai 2.0

e-Sevai 2.0 is the next generation integrated services platform of Tamil Nadu (TNISP) to deliver all G2C
services and welfare schemes. Through this e-Sevai 2.0, government departments should be able to
launch services/schemes online in a quick and easy way allowing for streamlining of their processes,
connecting all the stakeholders, and improving the delivery efficiency of their services.
This platform aims at achieving the below objectives and goals:
• Citizen centricity - empowerment of citizens through greater access to government services in

multiple modes cutting across the digital divide.
• Effectiveness, efficiency, and enhancement in service delivery through mechanisms like ‘once
only’ data capture, ‘mobile first’, ‘Tamil first’, ‘voice first’, ‘automation first’, ‘SLA first’.
• Achieve transparency and higher accountability of government though complete traceability
and immutability.
• Enhance security and data privacy
9.2 Platform features

Following are the expected features of the platform –
1. The platform should allow creation of end-to-end G2C services with interim G2G process steps
abstracted and published as independent web application. Thus, this platform allows building
physical to digital and integrating existing digital into a single platform.
2. Every service should be available and accessible online in Tamil and English – esevai centers, citizen
web App and Mobile App, Chatbot (web and mobile), Voice bot on mobile (wherever possible),
ready for doorstep delivery (scheduling + contact center + GPS tracking of the delivery agent). Each
service developed would be deployed in multiple channels and modes simultaneously.
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3. Core Platform should enable the line departments to deploy highly automated applications with
minimal development to meet evolving policy needs and real-time governance requirements.
4. The platform should be designed like a low code platform enabling the IT savvy users to tweak
existing services easily (changes in terms of workflow routing) and other authorized users for
creating new services/schemes and workflows easily.
5. The platform should be built either on an existing SaaS or PaaS and completely native to cloud
except that there should be easy portability across different cloud providers.
6. There is a unique application id generated and tracked irrespective of service delivery channels and
modes of applications.
7. The platform allows tracking of applications irrespective of channel and mode and citizens are
informed of the status at each stage of the service delivery through SMS and WhatsApp and any
other channel in future.
8. The platform should have an independent module that allows managing the activities of e-Sevai
operators, creation / deletion / enable / disable of login id’s, ranking, feedback, and evaluation of
their performance.
9. The platform should allow onboarding of third-party services to be delivered by the operators,
allows tracking of all services offered through a single portal. Example of third-party services are
those offered by other agencies like CSC SPV or any bank and insurance institutions. All such
integrations would begin with authentication from within esevai allowing the transaction status
tracking exchanged with the host system. All reports and dashboards would aggregate the
transactions done on esevai as well as the third-party applications.
10. For doorstep delivery of services, the platform allows for accepting the requests, manage the
scheduling, assignment of delivery agents, GPS tracking of agents and managing communication
and collaboration with the contact center as well as Government officers.
11. A two-way multi-channel (online chat, SMS, email, WhatsApp) communication and interactivity
should be provided between citizens and officers through the Customer Relationship Management
features. All the interactions are to be recorded for future reference.
12. The platform should provide the internal ticketing system to report, monitor, track the issues.
13. The platform should allow setting up of online office hours for the district collectors and other
senior officers for clarifications on service-related grievances by reporting to central helpdesk.
14. Data encryption, masking, anonymization should be implemented though the data life cycle to
protect the personal data.
15. Implement an integrated platform, applications, data, and services architecture to bring all the
citizen services on the same platform.
16. The platform should allow configurable and shareable reports and dashboards based on roles and
privileges.
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17. The platform should be integration ready by exposing the APIs for each service if it were to be
initiated though external platforms (like making community certificate service available over
Umang). The shareable APIs should be published on API Setu or similar platform so the department
applications wanting to launch service from their portals or embed the process step in internal
workflows should be able to do so using the published APIs.
18. Core Platform should enable development of common applications like performance management,
productivity tools, workflow management, core data management, messaging, notification, user
management, system administration and security.
19. The common applications are built centrally and used in common by all line departments, with
appropriate configuration required by each department.
20. AI enabled Voice bot, chatbots for getting information and availing services.
21. AI enabled Document management system for easy processing of services (OCR/ field validation).
22. Wherever feasible, auto form filling and validation to be made available leveraging historical data,
SFDB, citizen wallet, digilocker, supporting documents uploaded.
23. The platform should allow for configuring launch of multiple service requests/forms and manage
the dependent workflow automatically. For example assume that a scholarship application to social
welfare scheme requires nativity and community certificates as supporting documents and the
same aren’t issued before then when the citizen applies for a scholarship scheme and requests
dependent services to be launched automatically, the platform allows for launch of multiple
services and maintains the dependency so that when the dependent workflow is complete, the
next workflow is launched automatically.
24. The platform should allow for configuring launch of multiple types of services such as Government
Services, Online exams, Telemedicine, Bill payments, Insurance policy application / renewal /
payment.
25. The Platform should have auto compression facility of file size reduction while uploading the
supporting documents in the e-Sevai application by the citizens / CSC operators / Department
users.
26. Citizens should be able to raise a grievance on the application submitted from the same
portal/mobile app. When the grievances are raised using other mechanisms, the platform allows
for a seamless exchange of data between the grievance platforms and the services platform.
27. The platform must have an independent accounting module for reconciling of services fees,
commissions for transactions made in cash as well as digital formats (UPI/Net banking/prepaid
wallets/AEPS and so on). The platform would allow multiple integrations with gateways and for
reconciliation and settlement.
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9.3 Integration with other systems / interfaces

The platform should integrate with various department applications, databases/ data APIs and other
external interfaces for effective service delivery.
Integration with external platforms / systems for various citizen services. External platforms include
the below –
a. TNEA (Tamil Nadu Enterprise Architecture)

b. India stack
c. TN State Digital Stack (Department Portal backends)
d. External interfaces
9.3.1 Integration with TNEA Stack

a. State Family Database (SFDB) – SFDB will become the foundational database for all
citizen/resident information that would be used for single sign-on (SSO) and seamless beneficiary
identification to disburse benefits / services by different welfare schemes / departments to
eligible citizens. It will pave for proactive service delivery like pre-generation of citizen
certificates (community, nativity, etc.) and store them and issue whenever the requests are
received. The demographic information available in SFDB should be used to prefill the forms
with appropriate data of the applicant.
b. Blockchain Backbone (Nambikkai Inaiyam) – The citizen wallet is built as part of NI that allows
sharing of documents/certificates/licences for verification and validation. Users of esevai2.0 should
be able to share their documents available in the wallet as supporting documents while applying
for any service. When users share the documents from the wallet, the same would be used to
autofill the fields and also mark them as validated so that when the verifier/approver is reviewing
the application they know that the fields are validated by NI. The application should allow the
certificates/licences generated post approval be added to digilocker/citizen wallet automatically.
The platform should allow recording of certain transactional workflows to be saved on NI. For
example the approval workflow of certain sensitive certificates may be saved on the blockchain.
The platform allows to choosing the services, workflow stages and steps that may have to be
secured on NI.
d. Makkal sevai portal/mobile app – Makkal sevai portal/app is being developed as part of the SFDB
and NI platforms that allow citizens to access the demographic information, eligible benefits lists,
citizen wallet that contains their certificates. The e-Sevai 2.0 platform should be integrated to allow
access to all the G2C services through Makkal sevai portal/app. The services availed and their status
is published onto Makkal sevai portal.
e. IFHRMS – Integrated Finance and HR system of Government of Tamil Nadu would be used for the
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directory services of all employees of the Government. The system could be leveraged for the
digital signatures, workflow configurations where required.
f. Local Government Directory (LGD) - Complete directory of land regions/revenue, rural and urban
local governments. LGD facilitates State Departments to update the directory with newly formed
panchayats/local bodies, re-organization in panchayats, conversion from Rural to Urban area etc
and provide the same info in public domain. There is a unique code assigned for each local
government body. The e-Sevai 2.0 platform would reuse the LGD data and thus allowing for real-
time reflection of any of the changes made to LGD.
g. Open Government Data (OGD) - Open Government Data Portal of Tamil Nadu–tn.data.gov.in - is a
platform for supporting Open Data initiative of Government of Tamil Nadu. The portal is intended
to be used by Departments/ Organizations of Government of Tamil Nadu to publish datasets,
documents, services, tools and applications collected by them for public use. It intends to increase
transparency in the functioning of the state Government and also open avenues for many more
innovative uses of Government Data to give different perspective. E-Sevai 2.0 should share the
aggregate reports and data that can be shared with third-parties and/or other government
agencies on this OGD platform.
h. IIPGCMS – e-Sevai 2.0 should be an integrated platform for both service applications, escalations
and appeals. IIPGCMS captures the complaints and grievances of citizens on both digital and non-
digital services. To keep the citizens updated with the service status or auto create service
applications from a grievance or convert a grievance to an appeal, there should be tighter
integration between service platform and grievance platform by linking the grievance ID and
application ID.
Users should be able to launch application from services on esevai2.0 and similarly should be able
to launch the grievance form esevaii2.0 to post a grievance on IIPGCMS.
9.3.2 Integration with India Stack

a. Aadhar – Verification of citizen Aadhar details through the API provided by UIDAI for applying
benefits / services online.
b. Digilocker - Certificate / License / other documents created on e-Sevai 2.0 should be uploaded to
Digilocker for easy access with links to the Aadhaar (UIDAI) number to access certificates /
documents anytime, anywhere.
c. e-Sign – Enable officials to electronically sign a certificate / form / document anytime, anywhere,
and on any device. eSign service facilitates significant reduction in paper handling costs, improves
efficiency, and offers convenience to citizens.
d. API Setu - API platform to enable swift, transparent, safe and reliable information sharing across
applications and to promote innovation by linking systems and data. All the APIs developed for
services onboarded on e-Sevai 2.0 should be made available on API Setu to enable secure sharing
for use of department applications.
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9.3.3 Integration with External Interfaces

a. Communication API's – Integrate with SMS, SMTP, Mobile Notifications, WhatsApp etc.
Communications systems to keep the citizens updated with the service status.
b. Payment gateway – to pay the service charges / benefits online at any time anywhere through
payment gateways, wallets, UPI, AEPS, etc. SI should support the banking partners of TNeGA for
the following facilities. SI should customize the application to enable the digital payments from
TN e-Sevai Portal.
• Digital Payments at all Channels (CSC/Web//Mobile)
• Mobile Payment
• Mobile Wallet Payment
• Online collection of departmental fees and transferring into concerned department or
concerned office.
• Provision for detailed MIS for reconciliation of payments.
• Auto Re-reconciliation system facility for all e-Sevai transactions
9.3.4 e-Wallet Integration

1. Prepaid e-Wallet
• The CSC operator would maintain the balance in their e-wallet account.
• The e-Wallet should get updated for every transaction conducted by an operator. The e-
Wallet balance sufficiency check should be performed prior to every transaction and only if
there is enough balance in their eWallet account, the operator should be allowed to make
the transaction.
• Once the e-Wallet balance reaches NIL or threshold (if it is set) the operator should have to
recharge their e-Wallet through the payment aggregator.
• The funds from payment aggregator should reach the pooling account and then transferred
to departments based on the daily MIS reports. This activity should be performed
automatically / by an accountant who operates the pooling account.
2) Direct Wallet Recharge by CSC Operator / VLE / TACTV/ Others
• CSC Operator should have to login into eSevai portal with their username and password.
• Under Wallet Recharge menu, Enter the mobile number, recharge amount to be recharged
and click on submit button
• Select your payment method for the payment amount (credit card, debit card or internet
banking) and proceed for payment
• Once transaction is successful, recharge amount should be credited to the operator virtual
account.
• For TACTV, the Wallet Amount should be distributed to the individual by choosing center
list from dropdown and then enter the wallet amount & click on “Distribute” button.
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9.3.5 Integration /Utility Payment

a) If the services are already available and online with the department, it should be integrated
through web API. Departmental input should be captured from CSC portal and same should be
exchanged with department for the transaction.
b) If services are not already available online with the department, these services should be
developed and integrated in the e-Sevai platform. Departmental input should be captured from
CSC portal and same should be exchanged with department for the transaction.
c) Every transaction should have departmental reference number, consumer no, CSC transaction
no and same will be printed on the acknowledgement receipt.
9.4 Proposed Architecture

The proposed architecture should be capable of achieving a high level of interoperability, scalability
and reliability. This promotes deployment of multiple online public services through generic and re-
usable technical components. This also address the quality attributes of architecture such as security,
reliability, usability, and performance.
A representative logically layered e-Sevai architecture with solution components:
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The common core platform would enable rapid application development, deployment and support
model-driven architectures.
9.5 Design principles

The proposed platform should be built on the following principles:
a. Human centred design – design of UI/UX and workflows should be human centred.
b. Security and Privacy first (every personal data should be encrypted and anonymized)
c. Data management with interoperability, flexibility - common standardized metadata store for all
entities and relations
d. Automation first (workflows, data validations, notifications, communication to be automated
where possible)
e. Data driven (everything is a configuration - form design, service design, workflow, screen flow)
f. Integration ready (every input/output should be available through an API)
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g. Microservices first - every service should be discoverable and consumable

h. Auditability and traceability – every change in data/metadata should be auditable and traceable to
user and user activity
i. Mobile first (design everything for mobile and then for Web)
j. Analytics first (design the reports and dashboards for each workflow, data point and user persona)
k. Compliance with all eGov standards including GIGW and NesDA.
9.6 Desired Sizing and Capacity requirements

The platform should meet the below sizing and scalability requirements:
a. Should support hosting and operation of upto 1000 G2B, G2G, G2G or any other services at the
same time. This would also include the within Government workflows that are required to fulfil the
final G2C service.
b. Expected average service requests per day -60,000
c. Expected maximum service requests per day –120,000
d. Department / authority users –50,000
e. Document storage requirements – multiple storage services would be made available for active
data vs archived data.
9.7 Platform Setup
9.7.1 Low code platform

The low code platform should host the around 1000 online services integrated with various
department systems / APIs. All the components should be based on microservices based architecture
and be API enabled.
1. Existing services and Integrated services – 200 services online

2. New services - 500 services (proposed)
Low code platform components
The System Integrator should setup the low code platform on the cloud with all the required
parameters configured.
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The low code platform should have the following components of Graphical user interfaces,
Interoperability support, Security support, Collaborative development support, Deployment support,
Reusability support etc.
i. Form creation components

ii. Drag-and-drop designer
iii. Levels of approval and approving authorities
iv. Built-in workflows
v. Configurable workflows and management of workflows
vi. Connection with data sources
vii. Application security
viii. Platform security
ix. Pre-built forms/reports
x. Pre-built dashboards
xi. Documents to be uploaded
xii. Integration of common services into workflow
xiii. Application build mechanisms
xiv. Code generation
xv. Event monitoring
xvi. Process automation
xvii. Approval process control
9.7.2 Common Microservices

a. Internal hosted microservices
i. Databases
ii. Document repository
iii. Content repository
iv. RPA – For automation of various tasks – approvals, etc -
v. BPM – To be used by the low code platform
vi. SSO / Legacy Identity – authentication service
vii. E-Sevai department/CSC / admin users Identity issuing and management service Access
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control list
viii. Transaction and activity logging
ix. Alerts and Notifications
b. Externally integrated platforms hosted as microservices
i. Department backend and databases - Connectors
ii. Aadhar
iii. AEPS – Aadhar enabled payment service. Give access to treasury
iv. Digilocker
v. Payment Gateways
vi. Communication channels – SMS Gateway, Email (SMTP), Whatsapp
vii. E-Sign
viii. Open Government Data and Open API platform
ix. API Setu – Inter department / Central / State integration
x. MyGov – Feedback for e-sevai services
xi. UMANG - Make service available on Umang / Redirect to e-sevai 2.0 for individual service
xii. IFHRMS – Tele Directory for government employees
xiii. Local Government Directory – Data not available with IFHRMS (Police, schools, etc.) – Loaded
through data dumps or APIs
xiv. IIPGCMS – Integrate with e-sevai 2.0 for auto grievance form filling, grievance follow-up,
seamless resolution and tracking
xv. TNGIS – Location service – esevai/CSC centers, government office, traffic by geography, etc.
xvi. Predictive Governance Platform – Integration with Predictive services platform for service
delivery
xvii. SFDB (State Famil Database) – Analytics , Authentication service, Pre-filling of forms,
verification of data for provisional certificates
xviii. Nambikkai Inaiyam (Blockchain Backbone) – Securing and verifying generated certificates and
licenses. Securing automated workflows for issuing certificates and licenses.
9.8 Analytics and Reporting Hub

a. Analytics hubs and reports dashboard for analysing system and performance data as well as
demographic data, workflows efficiency and bottlenecks, resource utilization stats, segmentation,
fraud detection etc.
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i. System analysis dashboards and reports

ii. Workflow efficiency and performance analysis and reports
iii. Demographic data analysis dashboards and reports
iv. Operator efficiency/performance dashboards
v. Officer performance/SLA compliance
vi. Department performance/SLA compliance
vii. Service utilization/delivery metrics
9.8.1 Dashboards
Personalized dashboard with Key Performance indicators for State officials / District Administration /
Department Administration / Service-wise / other parameters.
i. Service wise analysis of transaction data

ii. List of Government Users for particular districts and details of appellate Officers
iii. Top 5 / Bottom 5 Government User list (based on in time and beyond time approval, other
parameters)
iv. Top 5 / Bottom 5 CSC Operators (Based on the quality of application submitted, other
parameters)
v. Top 5 and Bottom 5 Services for Departments, Districts and State
vi. Any other information required by Administration
9.9 Leveraging Emerging Technology

a) Data Analytics
b) Blockchain
c) Artificial Intelligence
9.9.1 Blockchain
Integration with Blockchain will allow storing and validation of Certificates / Licenses for the
department services delivered on e-Sevai. Citizens should be able to share the certificates and
supporting documents through the wallet to validate the field level data and present it to the approving
officer on esevai. The e-Sevai application to call the Blockchain service to verify and validate the
certificate.
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Certain key service workflows may be secured on blockchain.
9.9.2 Addressing the Digital Divide

Addressing the digital divide in citizens is an important aspect of e-Governance. Use of information
and communications technology effectively will increase the quality of citizen life in all aspects by
delivering better e-services and access to knowledge. Imparting Digital literacy knowledge to citizens
on how to use the technology effectively through various awareness programs.
i. Esevai/CSC centers- Delivering services through esevai/CSC Centers

ii. Text Chatbot - Applying e-services through text based chat for availing online services.
iii. Voice bot - Applying e-services through voice based chat with Conversational Artificial
Intelligence, and by integrating different service channels. This Conversational AI should
guarantee effective communication without making the citizen sound like a robot.
Delivering a powerful citizen experience with seamless live chat integration. Eliminate
citizen frustration by giving them on-demand, self-serve, automated support with friction-
free access to live agents of IIPGCMS whenever needed. The chatbot should receive the
citizen location and suggest based on geolocation by making specific recommendations,
such as telling them which CSC center is the closest or which government offices are
available in their location.
iv. SMS based services – Knowing the Application / Request status tracking through SMS based
enquiry and Notifications through SMS at each stage of the application process.
9.9.3 WhatsApp chatbot

Integrating different communication channels is essential for connecting with citizens for delivering
online services by leverage the full extent of WhatsApp API to have deeper conversations with citizens.
WhatsApp chatbot is an automated software powered by rules or artificial intelligence (AI) and runs
on the WhatsApp platform. Citizen should be able to communicate with WhatsApp chatbot via the
chat interface, like talking to a real person.
Using WhatsApp API, the SI should create WhatsApp chatbot for citizen service and notification
delivery.
1. WhatsApp chat automation to increase connectivity for Government departments and

citizens.
2. Integrate WhatsApp chatbot with e-Sevai platform / department API's to enable seamless
communication between departments and citizens.
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3. WhatsApp auto reply to keep the citizen connected with Government departments.
4. Integrate WhatsApp for sending proactive messages and notifications that people opt in to
receive.
5. Integrate WhatsApp for sending personalized content automatically to increase interest
and create awareness for availing citizen services online.
6. Integrate WhatsApp to communicate with citizens on their service request / application
status, expected completion dates, or by sending them reminders for proactive service
delivery.
7. The integration should have the capability to transfer a session from WhatsApp to an agent
in IIPGCMS to solve those queries that need human intervention.
8. Build multilingual conversations with Vernacular chatbots on WhatsApp
9. The set of automated replies that simulates a human conversation on WhatsApp should be
configurable.
9.10 Development / Integration of new services on e-sevai 2.0 platform

Implementing e-Sevai 2.0 should be done in a phased manner. Process engineering / re-engineering
opportunities should be identified in the project phase for the new / existing citizen services (wherever
required). The core platform development and configurations should be done in the initial stage of the
development phase.
9.10.1 Migration of legacy e-sevai 1.0 citizen services

Once the new e-Sevai Platform development / configuration / setup is done, about 200 existing
services should be developed and launched through the new platform. The SI should redesign the
application and migrate all the existing applications, e-forms, MIS dashboard everything to the new e-
Sevai 2.0 Architecture.
1) The SI should develop / migrate all the existing services in the new platform
2) The SI should ensure all the existing features, services, reports, user role configurations, etc. in
the new platform
3) The existing services as mentioned in Appendix-III (list of services) should be migrated in the
new platform.
4) The SI should incorporate the existing services along with the changes if any, suggested by the
department or TNeGA at the time of migration.
5) The existing e-sevai application will be retired on completion of the migration.
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6) The data migration from the existing e-Sevai platform to the new platform should be carried
out for a smooth transition of existing online services to the new e-Sevai 2.0 platform.
9.10.2 New Services development

After the platform setup and migration of the existing esevai services, additional new services should
be developed / integrated in the new e-Sevai platform. These new services should be developed after
migrating the existing ones in the new platform.
9.11 Administration Module

The SI should develop / enable system configuration modules for various department / Government
users based on the roles defined in the system.
9.11.1 State Admin Module

State Admin Module should have additional functionalities in addition to the modules present in
existing e-Sevai application
• Dashboard – Portal Statistics
• User Management
• User Profile Management, Users DSC Validity Status
• User Status (District and State Wise)
• Display Number/email of Users
• Display Number of Concurrent Users
• Number of Registered Users (Government User/Citizens/Mobile App User/others)
• Real time Status of issues logged and Resolution status, analysis, reason for delay
resolution/non-resolution
• PUSH SMS/email for registered Users/Citizens
• Display of feedback received from Citizen/Government Users
• District Admin Module Management
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9.11.2 District Admin Module

State Admin Module should have additional functionalities in addition to the modules present in
existing e-Sevai application
• User Management
• User Profile Management
• User Status (District Specific)
• Users DSC Validity Status
• Display Number/email of district users
• Real time Status of Call Logged and Resolution status, analysis, reason for delay resolution/non-
resolution
• PUSH SMS/email for registered Users/Citizens
• District wise display of feedback received from Citizen/Government Users.
9.11.3 Workflow Engine for Portal Admin / Department Admin users

The workflow engine should allow easy creation of workflow for new services with drag and drop
feature. The platform should enable the State government officials with minimum technical support
to create and publish new services as and when required by the departments. The workflow engine
should have the following features:
• Feature to use the master data for the auto- populating the forms and dropdowns specifically
with reference to :
o Name of District, Taluk, Blocks & Villages
o Designation of officials involved in the processing of the application
o Any other data to be listed / used in the application
• Creation of application form, by “drag & drop” feature using meta data standards
• Tool for applying Validation
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• Defining the workflow for the approval of the form, by providing various options like :
o First in First out
o Multilevel Workflow
• Defining a citizen charter/delivery of service in a time bound manner
• Creation of the “output” of the service, i.e. Certificate, Order etc.
• Automatic reports of compliance to citizen charter on delivery of services, delay reports and
other reports required by the stakeholders.
• Customization of Generic Workflow rules to fulfil the department requirements
• Administrative console should be provided to add, delete and deactivate users, operators and
services.
9.11.4 CSC Operator

• CSC operator should be able to apply on behalf of citizens based on consent. The consent may
be taken through mobile OTP of the applicant or Aadhaar biometric based authentication
secured mechanism.
• The operator should be able to view applicants’ information only based on consent taken each
time there is a request to view data about the applicants application(s).
• The operator activities should be tracked by the system and any abnormalities must be
highlighted to the Administrator.
• The operator should only collect the charge notified by TNeGA as assistance fee and the system
should be able to track the charges.
• CSC should not be able to store any information locally for security and privacy purposes.
• CSC operator should be able to generate reports on the applications submitted by them.
9.11.5 Monitoring CSC operators

• Real-time activity tracking of all esevai operators
• Enable mechanism to monitor the operations of CSC operators for tracking the following -
o Ranking of Operators based on Send Back/Reject Cases.
o Service Denial to citizens for low revenue generated services.
o Any other requirements required to monitor the services
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• Capture feedback from citizens through online, SMS channels and helpline numbers for
tracking the above.
9.11.6 Broadcast/interactive meetings with esevai operators

• The admins should be able to connect with the esevai centers within a district or the entire
state to
9.12 Cloud Infrastructure

The proposed platform could be a SaaS solution that runs in a cloud empanelled with MeitY. The SI will
manage the capacity planning and optimization meeting the performance criteria as per SLA. The SI
would be responsible for ensuring the high availability and provisioning of business continuity in case
of any disaster. The deployment architecture should complement the capabilities of CSPs availability
zones and data centers in an optimal fashion and provide for production and DR environments at the
necessary scale.
9.13 Non-functional requirements
9.13.1 UI/UX Design

User experience (UX) is one of the most critical elements of the solution. The web portals, the mobile
app, as well as the CMS must be easy to use, intuitive, relevant and revealing, and easy to use for all
citizens of different levels of experience with digital tools. The websites and mobile app must follow
the Guidelines for Indian Government Websites (GIGW).
9.13.2 Information security – Best practices

The solution must be developed with the following in mind:
a. The solution should be developed as per OWASP guidelines
b. The successful bidder must ensure Data, Application and Network security.
c. The successful bidder must Install information security software: Antivirus, etc.
d. The successful bidder must carry out: Vulnerability Assessment, PT Compliance, Application Audit,
Malware scanning, etc. on a periodic basis of a 6 monthly interval.
e. The architecture should provide an end-to-end security model that protects data.
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f. Unauthorized access to application, database, servers, and network should be prevented.
g. The applications should provide alerts in case of security breaches.
h. The applications must provide access/security levels for classifying records as confidential, public
access, etc.
i. All APIs should be called over secure URLs.
9.13.3 Privacy
a. The solution should provide visible, clear, and concise information to users about what will be done
with the data.
b. The successful bidder must minimize the data to be collected for signing in or accessing any service,
i.e., no information other than minimum required should be stored in database.
c. The solution must allow consent to be obtained from the stakeholders to collect, retain and share
their data, on the application.
d. The successful bidder must agree to safeguard proprietary information and prevent unauthorized
use or disclosure thereof.
e. The successful bidder must ensure adherence to all data and privacy protection rules and
regulations as notified by Government of India / Tamil Nadu from time to time.
9.14 Technology stack

a. The solution should choose latest technologies that are horizontally scalable, easily extendable
with special focus on data security, privacy.
b. Other key considerations for choosing the technologies
i. Open source is preferred

ii. Easy to maintain and abundant trained resources available in open market
iii. No hidden licensing costs and limitations on transferability/extensibility in future
9.15 Common guidelines to be adopted

a. The following guidelines must be adhered to, in the development / customization of the
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solution, especially the final, published web portals and mobile application:
i. World Wide Web Consortium (W3C) standards
ii. Guidelines for Indian Government Websites (GIGW)
iii. Content Management Framework for Government Websites
iv. National e-Governance Service Delivery Assessment (NeSDA) criteria such as:
accessibility (i.e., people with disabilities can perceive, understand, navigate, interact,
and contribute through web)
v. Open Web Application Security Project (OWASP) and CERT-In guidelines
vi. ISO/IEC 29100:2011 Information technology — Security techniques — Privacy

framework
vii. UI/UX principles such as the Norman-Nielsen Heuristic Evaluation criteria
9.16 Free Warranty and O&M Support
9.16.1 Common tasks during Free Warranty and O&M Activities

a. The free warranty is for a period of 12 months beginning from the application go-live date with
300 services (existing + new).
b. The SI should maintain the e-Sevai 2.0 project for a period of 5 Years from the date of go live +
completion of 12 months free warranty of the 300 services (existing + new) on the new platform.
c. Operations & Maintenance Support for e-Sevai 2.0 Infrastructure, Network interface
Management System, Applications as per Service Levels defined in this RFP.
d. The services have to be delivered from Cloud for both primary and DR operations. The Services
from DR are to be delivered, as decided by TNeGA, on a mutually agreed schedule. However,
System Integrator shall ensure Business Continuity of e-Sevai 2.0 Project and carry out DR
readiness check and DR Drills and submit a report on 4th day following end of the month.
e. Optimal utilization of cloud resources and performance through use of cloud native
architectures, cost and usage monitoring, auto scaling and such should be done a on day-day
basis.
f. Operation & Maintenance consists of comprehensive regular timely operations, maintenance,
minor enhancements (for adding new services, performance tuning, bug fixes, security patches,
etc), Cloud Infrastructure Managed services and S/W installation & support, commissioning of
Cloud Infrastructure and S/W components, managing the system alerts & events etc. activities
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related to information gathering, analysis and visualization, etc.

g. Bug fixes and updates to the asset or the underlying software/ cloud infra stack.
h. Regular monitoring and maintenance of entire stack for optimal performance – applications,
databases, and cloud servers.
i. SLA reporting – periodic reporting (weekly/monthly/quarterly) on the users, usage, transactions,
activities, system performance, application response and allied, on a dashboard.
j. Feedback-based continuous improvement
k. Identification of preventive and corrective measures with respect to the changes occurring
l. Maintain a log for the operations being done which can be used for further action.
m. BCP management
9.16.2 System Administration and Trouble Shooting

a. Overall monitoring and management of all IT and Non-IT infrastructure deployed for the Project
including Server Infrastructure on Cloud for Primary and DR.
b. Manage & maintain of Operating System, System software, Application, Database, Backup
Software and all other services associated with these facilities to ensure service levels,
performance and availability requirements as prescribed in the RFP are adhered to.
c. Maintain and monitor of all system logs, archiving and trouble shooting
d. Ensure High Availability for the infrastructure deployed for this Project through the Cloud Service
provider based on the agreed terms and conditions.
e. Perform system administration tasks such as managing the user access, creating and managing
users, taking backups etc.
f. Performance tuning of the system to ensure adherence to SLAs and performance requirements as
indicated in the RFP.
9.16.3 Cloud Administration and Trouble Shooting

a. Management Services for Cloud Infrastructure should be provided by the SI which include all
activities required to be undertaken for ensuring optimum utilization of the Infrastructure and
required availability of applications.
b. Monitor data and bandwidth usage for optimum use for each application/service/location and
performance of the Network.
c. Escalate any issues w.r.t performance, non-availability, latency level of Bandwidth, connectivity to
the CSP
d. Maintain Configuration, logs backup of all Cloud Services used for the new e-Sevai 2.0 platform
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e. If new cloud infrastructure or software licenses have to be procured for scalability, hosting new
module(s)/component(s), etc., these will be provisioned in the following manner -
i. Sizing and recommendations should be from the System Integrator (SI)
ii. TNeGA will procure the Cloud services from the market through the tendering process
iii. Installation, setup and configuration on the cloud infrastructure, software and applications
for the procured infrastructure should be done by the System Integrator and this activity
should be considered within the scope of O&M Support
9.16.4 Database Administration and Trouble Shooting

a. Undertake end-to-end management of database on an on-going basis to facilitate smooth
functioning and optimum utilization including regular database backup and periodical testing of
backup data, conducting configuration review to tune database, maintaining the necessary
documentation, and managing database schema, disk space, user roles, and storage.
b. Perform periodic DB health maintenances like integrity of Database, query optimization, Index
tuning etc.
9.16.5 Asset Management

SI shall record all IT Infrastructure components on the Cloud for Primary/DR and other project
locations. Asset Management shall cover all necessary required activities but not limited to the
following activities:
a. Create Asset Database by recording information like configuration details, serial number, asset
code, warranty etc.
b. Register all software procured by Department / IT Team with respective OEMs
c. Notify Department / IT Team on License Contract and enterprise support services renewal
wherever applicable.
d. Ad-hoc and scheduled Asset Management Audits. Identify usage of unlicensed software
installations.
e. Periodic reports of the audit.
9.16.6 Security and Compliance

a. The Primary and DR Application, Cloud Infrastructure and Network shall be protected from
fraudulent activity, contract dispute, unauthorized disclosure and modification using existing tools
and counter measures.
b. System Integrator shall adhere to all IT Security policies laid down by IT Reference Standards by
Tamil Nadu Government as well as ISO 27001 latest standards.
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c. Manage and monitor all security related issues (Cloud Infra and software) on regular basis from
internal and external known /unknown vulnerabilities.
d. Monitor / upgrade patch and versions on the Cloud Infrastructure, Domain Controller, Antivirus
and any other security related services proactively.
9.16.7 O & M for Application

The SI shall provide application support to the entire e-Sevai 2.0 application suite. This shall include
but not limited to:
a. Operations & Maintenance Support for e-Sevai Applications as per Service Levels defined in this
RFP.
b. Undertake end-to-end management of database on an on-going basis to facilitate smooth
functioning and optimum utilization including regular database backup and periodical testing of
backup data, conducting configuration review to tune database, maintaining the necessary
documentation and managing database schema, disk space, user roles, and storage.
c. Any changes to the application suite during the Operations and Maintenance Phase will be released
to production only after successful regression testing, load testing, stress testing including
automated testing where necessary, of the application. The regression, load, stress test plans shall
be provided in advance to the TNeGA for approval. Application Testing shall be automated to
reduce the manual error and testing effort.
d. Provide support to Application, database, and all other services associated with these facilities to
ensure service levels, performance and availability requirements.
e. Perform system administration tasks such as managing the user access, creating and managing
users, taking backups etc.
f. Performance tuning of the system to ensure adherence to SLAs and performance requirements as
indicated in the RFP.
g. System Integrator should tune application, databases, third party software’s, automation of
processes, batch process creation, job creation, scheduling and any other components provided as
part of the solution on routine basis to optimize the performance.
h. Resolve the issues reported by Helpdesk
i. Generation of adhoc reports requested by Government and other departments.
j. Addition/Removal/Update of content (static or dynamic) including its authoring; where content
includes, but is not limited to: Web pages, Style sheets, Images, Audio, Video, Maps, Animation,
Scripting, AJAX interfaces, interfaces/content etc. and authoring includes but is not limited to:
capturing, development, testing, processing etc.
k. Replacing any content (photos, videos, text etc.) derived from public domain with the official
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content as and when they are developed or made available for a given asset.
l. Provide complete support and share necessary artefacts and data, if required, for periodic
software, performance and security audits
m. Provide support to all the new applications or services or enhancements developed and deployed
during the O&M period by the SI or the Development team deployed by the SI.
As part of the O&M for Application, bidder also needs to deploy an Application Support Manager onsite
as elaborated in the RFP. This is required for coordination of the application support activities listed
above.
9.16.8 Addition of new services/ Minor Enhancements to the platform

a. From time to time, it may be required to develop a new G2C, G2G or G2B service or new platform
module or component. If setting up of a new service doesn’t require any major development to
the platform and requires form building and workflow automations and use of other platform
features, it will be considered a minor enhancement and be carried out as part of O&M.
b. As part of Application O&M support, the System Integrator needs to carry out minor enhancements
to the application software for
i. Adding new G2C services
ii. Improving performance of the system
iii. Re-engineering a process flow as per policy / scheme change
iv. Bug fixes and updates
v. Integration with external APIs and services
vi. Exposing a new service for consumption
vii. Adding new functionalities
viii. Generating new reports
ix. Security and privacy fixes
x. Adhering to any state or national laws
xi. Any other reason required for successful operation of the platform
Ideally, any development/customization activities that are estimated to be completed in less than 7-
man days would be categorized as minor enhancements. These need to be executed within the existing
cost of O&M application support without any additional charges. It is estimated that minor
enhancements that require new development or new service additions would require an effort of 300
developer-days in a year. This estimate doesn’t include the efforts for the activities mentioned below:
i. Any activities required for continued operation of the platform such as performance tuning,
software upgrades, bug fixes and security patches will be considered ‘minor enhancements’
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irrespective of the estimated/actual timelines.

ii. Any report whose data is residing in the e-Sevai 2.0 Application solution, or which can be arrived
at by using some logic on the available data will be considered as a minor enhancement
irrespective of estimated/actual development timelines.
9.16.9 On site Support for O&M

a. The SI will deploy the support team continuously throughout the contract period at TNeGA
premises. The onsite team shall support the software platform, adding/modifying services, SLA
monitoring & reporting and the cloud environment.
9.17 Major enhancements to the platform/ Change requests

With the changes in technology or for setting up of new services at times there may be a need for
developing new modules or making major changes to the platform. In case the estimated development
time for an individual request is greater than 7 man days or the actual effort for minor enhancement
is exceeds the estimated annual effort of 300 developer days, these will come under the purview of
‘Major enhancement/Change request’. TNeGA will setup a Development Approval Committee (DAC)
which would evaluate all such new development proposals and decide whether they can be
categorized as ‘Change Request’.
To the extent possible all such major enhancements will be implemented by the Development support
team deployed in TNeGA premises, post go live by the SI.
9.17.1 Development Approval Committee (DAC)

a. The purpose of this committee is to have a streamlined and auditable process for carrying out
enhancements to the platform and approve the change requests.
b. TNeGA will create the Development Approval Committee (DAC) which includes Functional Experts/
Subject Matter Experts (SME) as advisors and representatives from user departments, to oversee
the administration of the Change Requirement / Enhancement / new development and
implementation procedures and guidelines.
c. The DAC will be authorized to review and approve new development proposals. DAC may decide
to leverage the ‘Development Support Team’ to handle the change or request the SI to treat it as
as a change request with additional scope to be developed by the SI partner with their internal
resources. DAC will schedule these developments to the e-Sevai 2.0 application. All decisions of the
DAC will be final and binding on all parties involved.
d. The effort estimation for the change request development would be mutually agreed between
TNeGA and System Integrator. TNeGA reserves the right to get the effort estimate validated by an
independent agency which will be binding on the System Integrator & TNeGA
e. Any configuration, performance tuning, mitigation of security observation during annual/
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periodical audits, minor enhancements required to accommodate patches, upgrades, bugs fixing
and other maintenance activities which are required for the continued operation of the project
shall not qualify as New Development.
f. All the development / customization/ configuration must meet the requirements for security,
performance, and ease of use for operations, administration and management.
g. Any report whose data is residing in the e-Sevai 2.0 Application solution, or which can be arrived
at by using some logic on the available data will not fall/ qualify as a New Development Request.
9.18 SLA Monitoring and Reporting

The SI shall provide support in monitoring of SLAs pertaining to the project parameters and shall
provide periodic reports to TNeGA for review. Issues identified shall be resolved as per the Service
Levels defined in the RFP. The SI shall provide tool for monitoring the SLAs without any additional cost.
SLA metric to be tracked are listed in Cl 10
The SI shall provide monitoring and reports dashboard access to authorized TNeGA officials.
9.18.1 Reports & Communication Management

The SI should provide the below mentioned report with TNeGA as per the timeline given:
Monthly Reports
Sl. No.
(Due on 4th of every month)
1 Service Level Management Reports.
2 Utilization report of Bandwidth, Uptime and Downtime report of all the links
3 Incident and Problem Management Report
4 Biometric Attendance Register Report of all the manpower deployed
5 Application Monthly health check report (Weekly Report on Assessment of overall

application health on parameters like status of Change Request, day to day issues,
Availability, SLA adherence and High Priority incidents and their RCAs)
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6 Infrastructure Monthly health check report (Weekly report of Ping up/down (availability
and utilization of processor, primary and secondary memory (RAM, ROM, Cache Hard disk
drive))
7 The minor enhancements carried out during the month along with the actual effort spent
Sl. No. Quarterly Reports

(Due on 4th day following end of the quarter)
1 Updated Report on Asset Register with License ownership documents and Enterprise
Support details
2 Updated repository of entire Source Code in production
3 Risk Register report (repository for all risks identified and includes additional information
about each risk, e.g., nature of the risk, priority, impact, mitigation measures
4 Report on requirement of AMC, Licenses and Enterprise Support from OEM for existing
Cloud Infrastructure & future Cloud Infrastructure requirement.
9.19 On-site Deployment of Resources:

The SI shall comprehensively plan for the adequate resources to be deployed for Application
development and O&M activities on site. In addition to the resources for application development and
O&M the SI would also deploy a ‘Development Support Team’ for a period of 1 year post the go-live of
the application with 300 services. Cost of deployment of these resources at TNeGA premises should
be included in the Financial Bid submitted by bidders and no extra cost would be paid for the same.
There are 3 types of resources to be deployed at TNeGA Premises
i. Technical Leadership team during development (the people identified and CVs produced for
technical evaluation at the stage of bid submission)
ii. Onsite support team during Free Warranty and O&M
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iii. Development Support Team - post Go live
9.19.1 Technical Leadership Team during Project Development stage:

The following resources should be deployed at TNeGA Premises by the SI during the entire project
development stage of e-Sevai 2.0 project. Except for in extraordinary circumstances, this technical
leadership team should be deployed continuously on-premise and shouldn’t be changed till the
development is complete.
Project Manager (1) Should have B.Tech /B.E or equivalent degree in Computer
Experience
Experience of 6 years or more in IT Software application
development.
Proficiency in spoken Tamil is a must
Solution Architect – (1) Should have B.Tech /B.E or equivalent degree in Computer
Experience of 5 years or more in Architecting Web/Mobile
Solutions. Previous experience of solutioning e-Governance
applications preferred
Proficiency in spoken Tamil is preferred
Technical Lead – Full stack Should have B.Tech /B.E or equivalent degree in Computer
(1) Science/Information Technology
Experience of 5 years or more in Web/Mobile Application
development, Application, Database, Integration, Analytics,
Reporting
Business Analyst (1) Should have B.Tech /B.E or equivalent degree in Computer
Overall Experience of 5 years as IT Business Analyst
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Proficiency in spoken Tamil is a must
Data Architect (1) Should have B.Tech /B.E or equivalent degree in Computer
Overall Experience of 8 years in Database Architect, Database
Administration and Management for Web / Mobile applications
9.19.2 Onsite support team during Free Warranty and O&M

The following resources should be deployed by the SI at TNeGA Premises during the Free warranty
and O&M stages of e-Sevai 2.0 project. Additional resources that are required for fulfilling the
obligations during Free Warranty and O&M may can work remotely at the premises of SI. SI may deploy
any additional resources at TNeGA premises with a prior permission.
Project Manager (1) Should have B.Tech /B.E or equivalent degree in Computer
Experience
Experience of 6 years or more in IT Software application development.
Proficiency in spoken Tamil is required
The same profile should be deployed to the onsite team for atleast 1 year
period preferably the same project manager deployed during the
development.
Data Analyst- Should have B.Tech /B.E or equivalent degree in Computer
Reporting & SLA Science/Information Technology
monitoring (1)
Experience of 3 years or more in Web/Mobile Application Maintenance,
Monitoring of Web / Mobile Applications, Analytics, Reporting, etc.
period
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System Admin Should have B.Tech /B.E or equivalent degree in Computer

(Cloud) (1) Science/Information Technology
Experience of 3 years or more in Administration Cloud Infrastructure,
Installation, Configuration of Web/Mobile Applications
period
9.19.3 Development Support Team – post Go Live of Application with 300 services:
The following resources should be deployed at TNeGA Premises for any major development post Go-
Live of the application. This team would be setup for an initial period of 12 months post go-live with
300 services. The SI is requested to be prepared for an extension or for additional augmentation at
any point in time.
S Name of Resource / Min. no. Qualification No. of Years Requisite Proficiency

No Profile of of Certification in Tamil
Resources Experience / Skills
1. Business Analyst 1 BE / MCA Overall IT BA Mandatory
experience
of 6 years
2 Full stack Developers 3 BE / MCA Overall Certified Preferred
– Full stack- experience developer
Application, of 5 years in
Database, full stack
Integration, development
Analytics, Reporting
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9.19.4 General guidelines on Human Resources deployed at TNeGA premises

1. The profiles for the candidates identified by bidders for the roles identified as “Technical
Leadership Team during development” need to be submitted as part of the bid (TES clause 4.2).
2. For the roles in “onsite support team during Free warranty and O&M”, SI will share the profiles
with TNeGA before deploying them on-premise. Any subsequent changes to the people have
to be approved by TNeGA. Selected candidates should be deployed to the project for a
minimum period of 1 year with the exception of unavailability due to death, incapacitation or
resignation.
3. For the roles in “Development support team”, SI will share 3 profiles with TNeGA to select from.
Once the resources are deployed, there should be no change in the resources through the
engagement period. TNeGA has right to ask for a replacement for non-performance or
otherwise and in such cases we will have same process of selecting from 3 profiles per role.
4. If the System Integrator decides to replace any resource post the 1-year period or due to death,
incapacitation or resignation, similar profiles need to submitted to TNeGA for evaluation and
selection. Selected profiles can be deployed to the onsite team after go ahead from TNeGA.
5. It is the System Integrator’s responsibility to ensure continuity and maintain service levels as
per Cl 10.
6. TNeGA will provide the working space and internet connectivity. It is SI’s responsibility to
provide and all other tools and training necessary for the onsite team to do their job.
7. The onsite team shall follow the same working hours/days as rest of TNeGA and any absence
for longer than 3 days would be filled by SI with a suitable replacement.
9.20 Training and Capacity building

The successful bidder will be responsible for training the users of the web application, mobile app and
other deliverables. A comprehensive planning of the capacity building program is fundamental as it
has direct association with the success of the overall implementation. For training to be considered
effective, sufficient high-level as well as important, specific objectives need to be set, and monitored
at periodic intervals. An overall plan for capacity building for state, department, sub-department,
district, sub-district level offices, Application Admin, and CSC operators must be prepared based on
the training objectives. The successful bidder should work this out with proper schedule and submit it
as part of the overall project plan.
The major components of capacity building and training programs are:
1) Identification of the different users who need to be trained.

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2) Identification of the training objectives as per the user roles / types (e.g. ‘training the trainer’
modules, modules customized to those with limited technological familiarity).
3) Planning and scheduling the location, number, duration of trainings, etc.
4) Using a hands-on, well-designed training methodology with excellent training materials for aid.
5) Preparation of neat, intuitive, self-explanatory, and well-crafted training materials
(documentations, tutorial videos, assignments, etc.), help files, etc. in both Tamil, and English.
6) Providing the required training materials, manuals, and help files in both soft and hard copies
during the training session for all trainees.
7) Conducting the training programs both for direct usage and to train trainers.
8) Getting feedback and closing the feedback loop.
9) Instructions on how to get help after the training as well.
10) Addressing the user issues and resolving them as and when required.
The venue will be provided by TNeGA/ respective government department / office being trained.
10. Service Level Agreement and Compliance

The following service levels would be expected for the application from the System Integrator. For
multiple breached SLA’s in the same time period, penalties would be added and deducted from the next
milestone payment.
The tools to monitor the SLA (Server uptime and Application Uptime) should be supplied by the System
Integrator.
10.1 Implementation timeline SLA

S. Milestone Deliverables Timeline Penalty
No.
1 Submission and Sign- System Requirement T+60 T+61 Days to T+75

Specifications (SRS) Document Days Days Rs. 1 lakh/Week.
off of SRS and Systems
Design Documents Technical Architecture Greater than T+75
Document Days - 0.15%of the
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Security architecture & policies Project Cost for every

2 weeks of delay.
Integration/ interface design
mechanism with other
departments
Software deployment model
Quality Assurance Plan, Testing
Plan/ Strategy and test cases
Submission of Data Schema
(soft copy)
Backup Policy
2 Study, Assessment Design documents for all T+90 T+91 Days to T+105
Application Modules and Sub- Days Days Rs. 1 lakh/Week.
and Submission of
modules for Disaster
Migration Plan and Management Applications Greater than T+105
Days - 0.25%of the
100% completion of Data migration strategy report Project Cost for every
Data Migration 1 weeks of delay.
Data Status Migration Report
Acceptance Report from Data
3 Completion of Functional Requirement T+180 T+181 Days to T+195

Traceability Report Days Days Rs. 1 lakh/Week.
Application
development, testing, Application Readiness Report Greater than T+195
Days - 0.5% of the
and Deployment at Development completion Project Cost for every
report including results of Unit
Cloud / SDC and 2 weeks of delay.
testing, Integration testing
Integration with
Report on System Testing
Central and Results, Integration Testing
State e-Governance Results, User Sign off,
Deployment plan, Back-out or
initiatives / API’s
Rollback plan, Contingency plan
and Updated Risk Plan.
4 User Acceptance Test Test Cases and UAT Plan T+240 T+241 Days to T+241
Days Days Rs. 1.25lakh/
- PoC for all
Week.
existing/new services
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in the new Greater than T+241

Days - 0.5% ofthe
architecture
Project Cost for every
2 weeks of delay.
10.2 Manpower SLA

Team mobilization, Setting up of Project Management Office and commencement of work
Definition Details
Service Level Deployment of key resources within prescribed time-limit from the date of
Requirement signing of the contract. Deployment would mean reporting of SI’s team at TNeGA
office in Chennai for project planning and kick-off.
Measurement of To be measured in number of days from the prescribed time-limit from the date
Service Level of signing (see implementation schedule).
Parameter
Liquidated damage No delay: No Liquidated damage

for Non-
Every week (or part thereof): INR 10,000 per resource per week (or part thereof
achievement of
from the milestone payment)
SLA Requirement
Minimum Tenure of Manpower
Definition Details
Service Level The resources should be deployed for a minimum defined period and should not
Requirement be replaced before this prescribed period.
Measurement of To be measured in number of months of actual deployment. This SLA will be

Service Level calculated separately for each resource of SI
Parameter
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Liquidated damage At least 6 months: No Liquidated damage

for Non-
Less than 6 months but more than or equal 4 Months: INR 10,000 per resource
achievement of SLA
Requirement Less than 4 months but more than or equal 2 Months: INR 20,000 per resource
Less than 2 months: INR 30,000 per resource
Non-Availability of Acceptable Resource

Definition Details
Service Level At all times the SI should have required resources deployed on the project
Requirement
Measurement of In case SI is not able to provide approved replacement of resource in a timely

Service Level manner. Upon replacement of resource, the number of days for which a position
Parameter remains vacant due to unavailability of resource acceptable to TNeGA
Liquidated damage Zero days: No Liquidated damage

for Non-
Every week (or part thereof from the milestone payment): INR 5,000 per
achievement of SLA
resource
Requirement
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10.3 Operation & Maintenance SLA’s

Sl. Expected service
Service Penalty
No. Level target
1 Uptime of 99% uptime 95% to 98.99%: 1% of milestone payment amount for

Application every week from the date of SL slippage with a cap of
10% of milestone amount.
Less than 95%: 2% of milestone payment amount for
every week from the date of SL slippage with a cap of
10% of milestone amount.
Beyond 10% penalty for the milestone, the
Department may take a decision as per the exit clause.
2 Response 2 seconds For < 2.00 second: No penalty

Time for the For > 2.00 sec and <3.00 seconds: 1% of milestone
Forms in payment amount for every week from the data of SL
slippage with a cap of 5%of milestone amount
Application
For > 3.00 seconds: 2% of milestone payment amount
for every week from the data of SL slippage with a cap
of 10% of milestone amount
Please note:
Following conditions will be considered as the Breach of the Agreement and in any of the following
conditions TNeGA reserves the Right to terminate the agreement
• Application uptime at Cloud of less than 99% continuously for a quarter;

• If total penalty in a quarter crosses 10% of milestone pay out
• Average page loading time for Application & reports is more than an average of 3 seconds
evaluated for a quarter;
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• If multiple components are down during the same time, the SL slippage would be calculated for all
the components separately
• The SI shall provide monitoring and reports dashboard access to authorized TNeGA officials.
• SI should submit the uptime report on completion of every quarter.
• For monitoring of server and application uptime SI shall have to provision for monitoring and
measurement tools, licenses, etc. required for this purpose
11. Bill of Quotation (BoQ)
• The bidder has to furnish the financial bid in the BOQ template uploaded along with this RFP
in xls format in the https://tntenders.gov.in/ portal.
12. Exit Management
12.1 Purpose
a. This Schedule sets out the provisions, which will apply on expiry or termination of the contract,
Operation and Management SLA and Project Enhancement.
b. 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.
c. The Parties shall ensure that their respective associated entities carry out their respective
obligations set out in this Exit Management Schedule.
12.2 Transfer of Assets

a. TNeGA shall be entitled to serve notice in writing on the SI at any time during the exit
management period as detailed herein above requiring the SI to provide TNeGA with a
complete and up to date list of the Assets within 30 days of such notice.
b. In case of contract being terminated by TNeGA, the TNeGA reserves the right to ask SI to
continue running the project operations for a period of 6 months after termination orders are
issued.
c. Upon service of a notice under this Article the following provisions shall apply:
i. Payment to the outgoing SI shall be made to the tune of last set of completed services /
deliverables, subject to SLA requirements.
ii. The outgoing SI will pass on to TNeGA and/or to the new SI, the subsisting rights in any
licensed products on terms not less favorable to TNeGA/ new SI, than that enjoyed by the
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outgoing SI.
12.3 Cooperation and Provision of Information

During the exit management period:
a. The System Integrator will allow TNeGA access to information reasonably required to define the
then current mode of operation associated with the provision of the services to enable TNeGA to
assess the existing services being delivered;
b. Promptly on reasonable request by TNeGA, the SI shall provide access to and copies of all
information held or controlled by them which they have prepared or maintained in accordance
with this agreement relating to any material aspect of the services (whether provided by the
System Integrator or sub contractors appointed by the System Integrator). TNeGA shall be entitled
to copy of all such information. Such information shall include details pertaining to the services
rendered and other performance data. The System Integrator shall permit the TNeGA to have
reasonable access to its employees and facilities as reasonably required by the Chairman, PIU to
understand the methods of delivery of the services System Integrator and to assist appropriate
knowledge transfer.
12.4 Confidential Information, Security, and data

a. The System Integrator will promptly on the commencement of the exit management period
supply to TNeGA the following:
i. information relating to the current services rendered and customer and performance data
relating to the performance of sub contractors in relation to the services;
ii. documentation relating to Computerization Project’s Intellectual Property Rights;
iii. documentation relating to sub-contractors;
iv. all current and updated data as is reasonably required for purposes of TNeGA transitioning
the services to its Replacement System Integrator in a readily available format nominated
by TNeGA, or its nominated agency;
v. all other information (including but not limited to documents, records and agreements)
relating to the services reasonably necessary to enable TNeGA, or its Replacement System
Integrator to carry out due diligence in order to transition the provision of the Services to
TNeGA, or its Replacement System Integrator (as the case may be).
b. Before the expiry of the exit management period, the System Integrator shall deliver to the
TNeGA all new or up-dated materials from the categories set out in Schedule above and shall not
retain any copies thereof.
c. Before the expiry of the exit management period, unless otherwise provided under the
contract, the TNeGA shall deliver to the System Integrator all forms of System Integrator
confidential information, which is in the possession or control of Chairperson, PIU or its users.
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12.5 Employees
a. Promptly on reasonable request at any time during the exit management period, the System
Integrator shall, subject to applicable laws, restraints and regulations (including in particular those
relating to privacy) provide to TNeGA a list of all employees (with job titles) of the System Integrator
dedicated to providing the services at the commencement of the exit management period.
b. Where any National, regional law or regulation relating to the mandatory or automatic transfer of
the contracts of employment from the System Integrator to TNeGA, or a Replacement System
Integrator ("Transfer Regulation") applies to any or all of the employees of the System Integrator,
then the Parties shall comply with their respective obligations under such Transfer Regulations.
c. To the extent that any Transfer Regulation does not apply to any employee of the System
Integrator, department, or its Replacement System Integrator may make an offer of employment
or contract for services to such employee of the System Integrator and the System Integrator shall
not enforce or impose any contractual provision that would prevent any such employee from being
hired by the Chairperson, PIU or any Replacement System Integrator.
12.6 Post-Contract Scenario

a. After expiry of the contract, TNeGA at its discretion may request the System Integrator to renew
the contract for extended support for a period of 6 months to 2 years from the date of expiry of
the contract under the same terms & conditions of this contract.
b. Alternatively, TNeGA may identify any other contractor to continue the support services of the
project. In such occasion, the existing contractor should carry out the knowledge transfer as
specified in the tender document.
12.7 Rights of Access to Premises

a. At any time during the exit management period, where Assets are located at the System
Integrator's premises, the System Integrator will be obliged to give reasonable rights of access to
(or, in the case of Assets located on a third party's premises, procure reasonable rights of access
to) TNeGA and/or any Replacement System Integrator in order to make an inventory of the Assets.
b. The System Integrator shall also give the TNeGA, or any Replacement System Integrator right of
reasonable access to the Implementation Partner’s premises and shall procure the TNeGA and any
Replacement System Integrator rights of access to relevant third party premises during the exit
management period and for such period of time following termination or expiry of the contract is
reasonably necessary to migrate the services to TNeGA, or a Replacement System Integrator.
12.8 General Obligations of the System Integrator

a. The System Integrator shall provide all such information as may reasonably be necessary to effect
as seamless a handover as practicable in the circumstances to the TNeGA or its Replacement
System Integrator and which the System Integrator has in its possession or control at any time
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during the exit management period.

b. For the purposes of this Schedule, anything in the possession or control of any System Integrator,
associated entity, or sub-contractor is deemed to be in the possession or control of the System
Integrator.
c. The System Integrator shall commit adequate resources to comply with its obligations under this
Exit Management Schedule.
12.9 Exit Management Plan

a. The System Integrator shall provide TNeGA 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 contract as a RFP for Selection of SI for Operation and Maintenance of e-District
project whole and in relation to the Project Implementation, and the Operation and Management
SLA.
i. A detailed program of the transfer process that could be used in conjunction with a
Replacement System Integrator 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;
ii. plans for the communication with such of the System Integrator's sub contractors, staff,
suppliers, customers and any related third party as are necessary to avoid any material
detrimental impact on the operations of TNeGA as a result of undertaking the transfer;
iii. (if applicable) proposed arrangements for the segregation of the System Integrator's
networks from the networks employed by TNeGA and identification of specific security
tasks necessary at termination;
iv. Plans for provision of contingent support to TNeGA, and / or Replacement System
Integrator for a reasonable period after transfer.
b. The System Integrator shall re-draft the Exit Management Plan annually thereafter to ensure that
it is kept relevant and up to date.
c. Each Exit Management Plan shall be presented by the System Integrator to and approved by the
TNeGA.
d. The terms of payment as stated in the Terms of Payment Schedule include the costs of the System
Integrator complying with its obligations under this Schedule.
e. In the event of termination or expiry of contract, and Project Implementation, each Party shall
comply with the Exit Management Plan.
f. During the exit management period, the System Integrator shall use its best efforts to deliver the
services.
g. Payments during the Exit Management period shall be made in accordance with the Terms of
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Payment Schedule.
h. This Exit Management plan shall be furnished in writing to TNeGA within 90 days from the Effective
Date of this Agreement.
13. New Development Execution Essentials
13.1 Stage wise documentation and submission to TNeGA

All tasks carried out in different development stages should be well documented and submitted to
TNeGA before initiating the next stage. Additionally, the end-to-end business logic, workflows,
comprehensive user manuals, code files with appropriate comments and description, architecture
diagrams, infrastructure setup, troubleshooting guides, test plans and results and so on will be need
to be documented and shared with TNeGA parallel to the development process.
Signoff will be required from TNeGA at the end of each stage and it would be compulsory to submit
these documents
13.2 Security Audit for new development

The security audit shall be carried out by the empaneled vendors of TNeGA. The System Integrator
should clear the issues (non-Conformity) reported by the IT security audit agency. After the compliance
certificate issues by the IT security audit agency, the software components will be deployed in the
cloud environment. The cost of Security Audit shall be paid by TNeGA.
SSL certificates are to be obtained from vendor or agency. The generation of CSR and other related
activities pertaining to installation & maintenance of SSL certificate belongs to the System Integrator.
14. Intellectual Property Rights (IPR)

The intellectual property rights (IPR) of all workflow diagrams, architecture diagrams, software code,
end deliverables, Final product, API designs, SDK designs and any other project artifact shall remain
with TNeGA only.
15. Knowledge Transfer, training, and documentation -

At the time of expiry of contract period, as per the contract between the parties, the System Integrator
should ensure a complete knowledge transfer to the new professional replacing them within a period
of 2 weeks. The System Integrator at the time of exit process will supply the following.
i. All information related to the work rendered
ii. Project data and confidential information
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iii. Training to the officials identified by TNeGA/ User department shall be given by the System
Integrator
iv. All other information including but not limited to documents, records and agreements relating
to the services reasonably necessary to TNeGA/ User department or any other agency
identified to carryout due diligence in order to transition the provision of services to TNeGA/
User department or any other agency identified.
v. All properties provided by TNeGA/ User department shall be returned.
vi. Before the date of exit, the System Integrator shall deliver to TNeGA/ User department all new
and updated deliverables and shall not retain any copy thereof.
16. Confidentiality and Security Agreement

All project deliverables and artifacts are property of TNeGA and its internal functions, architecture,
methodologies, business logic, algorithms and working must not be revealed to anyone other than
TNeGA’s authorized members / consultants /employees.
17. Delivery Milestones
17.1 Implementation schedule

The System Integrator must strictly adhere to the specified timelines. (Please note that the timelines
are measured from the time the letter of acceptance is given).
S Timeline from Time since the
No Duration for the prior beginning
Milestone the milestone milestone
Award of Contract/Letter of T0 T0 T0
Acceptance
Provide performance Bank 1 week T1= T0 + 1 week 1 Week

guarantee, signing of contract and
issue of work order
1 Milestone 1: SRS Sign off and Wireframes
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1.1 Deployment of Technical Leadership 2 weeks T2 = T0 + 2 weeks 2 Weeks

Team for the Development
1.2 SRS including the detailed design 4 weeks T3=T0 + 4 weeks 4 Weeks
with Wireframes/UI mock-ups of
eSevai2.0 platform
2 Milestone 2: Development (Platform + 1st 150 existing services)
2.1 Development (customization, 4 weeks T4=T3 + 4 weeks 8 Weeks

configuration) of the platform
2.2 Development/ Migration of 1st set 50 4 weeks T5 = T4 + 4 weeks 12 Weeks

existing services
2.3 Development/ Migration of 2nd set of 3 weeks T6 = T5 + 3 weeks 15 Weeks

50 existing services
2.4 Development/ Migration of 3rd set of 3 Weeks T7 = T6 + 3 weeks 18 Weeks

50 existing services
2.5 3 Weeks T8 = T7 + 3 weeks 21 Weeks

1) UAT
2) Reports and Dashboards for all
user personas
3) Security Audit
4) Launch
2.6 Capacity building and pilot launch in 3 weeks T9 = T8 + 3 weeks 24 Weeks
few districts and few services in
parallel with esevai
2.6 Data migration of old service 4 weeks T10 = T8 + 4 25 Weeks

transactions / old e-Sevai system
weeks
2.7 Go-Live with first 150 services on 1 week T11 = T10 + 1 26 Weeks
new platform
week
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3 Milestone 3: Addition of next 150 services
3.1 Development/ Migration of 4th set of 3 Weeks T12 = T11 + 3 29 Weeks

weeks
50 existing/new services

weeks

weeks
3.4 Data migration of old service 3 weeks T15 = T14 + 3 38 Weeks

weeks
transactions / old e-Sevai system
3.5 Go-Live with 300 services and retire 1 week T16 = T15 + 1 39 Weeks
week
existing esevai platform
4 Milestone 4: Free Warranty and O&M
4.1 12 months Free Warranty 12 months T17 = T16 + 12 21 months

months
4.2 O&M for a period of 60 months for 60 months T18=T17+60 81 months

months
the entire e-Sevai 2.0 suite
17.2 Sign-off Deliverables

The following are the broad list of deliverables that the SI has to submit. However, the detailedlist of
deliverables would depend on the Project Plan submitted by SI. Some specific deliverables are also
mentioned at relevant sections of RFP.
• Inception Report
• Software Requirement Specification (SRS) study and the document containing detailed
requirement capture and analysis including functional requirement, Interface Specifications,
application security requirements.
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• Process Flow, Work Flow.

• Software Design Document including Software Architecture Design, Logical and Physical Database
Design.
• Development of Software
• Complete Source Code with documentation
• Test Plans and Test cases (including Unit Test Plan, System/Integration Test Plan, User Acceptance
Test Plan, Security Test Plan, Load Test Plan)
• Software Testing Documentation (including details of defects/bugs/errors and their resolution)
• Functional and non-functional testing reports
• Tools to monitor the SLA should be supplied by the Implementing Agency
• Trial Run, Test Run, User Acceptance Test use cases
• User Training
• Manuals – Systems Administration Manuals, User Manuals, Installation Manuals, Operational
Manuals, Maintenance & Support Manuals, and Stake-holder reference Manuals.
• Periodic Status and Review Reports
• Internal Review and testing documents of the Implementation Agency
• Remote Support.
• Exit Plan
• High Level and Low Level Design
• Detailed Project Plan
• List of services, Service Definitions, Service Levels
• Software Application architecture documents.
• ER diagrams and other data modelling documents.
• Data dictionary and data definitions.
• Application component design including component deployment views, control flows, etc.
• Application flows and logic.
• GUI design (screen design, navigation, etc.).
• Change Management and Capacity Building Plans.
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• SLA and Performance Monitoring Plan.

• Any other document(s) deemed necessary for implementation, operation and maintenance of the
Cloud infrastructure and the overall system.
• Backup Policy & Security Policy
• Source Code (The Source Code of the complete solution would be owned by Government of Tamil
Nadu)
• Design of real-time tools for monitoring e-Transaction volumes and for generating real-time MIS
18. Payment Terms

a. No advance payment will be paid. Stage-wise payment will be released based on the milestone
deliverables completed and approved by TNeGA.
b. Any payment due to the System Integrator will be released within 30 days from the date of receipt
of bills by TNeGA.
c. The TDS amount, Penalty if any, will be deducted from the payment of System Integrator.
d. The Taxes as applicable during the contract period as specified in the Tender will be paid by TNeGA.
In case, the Taxes have been reduced retrospectively, the System Integrator shall be liable to return
the same to TNeGA.
e. The System Integrator shall have full and exclusive liability for payment of all Taxes and other
statutory payments payable under any or all of the Statutes/Laws/Acts etc., now or hereafter
imposed to the respective statutory authorities. TNeGA will not be responsible or liable for default
on payment of taxes to the statutory authorities.
f. The System Integrator shall have full and exclusive liability for payment of all Taxes and other
statutory payments payable under any or all of the Statutes/Laws/Acts etc., now or hereafter
imposed to the respective statutory authorities. TNeGA will not be responsible or liable for default
on payment of taxes to the statutory authorities.
g. Payment will be processed only after receipt of the Invoices from the Bidder.
h. All taxes and other levies imposed by Governments of India will be paid at actual as applicable.
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i. Income Tax: As per the Income Tax Act and Rules, Income Tax, Surcharge, Educational Cess etc.,
and any other appropriate levy to Govt. as may be notified from time to time will be deducted from
each bill towards Income Tax Deducted at Source (TDS).
j. The System Integrator hereby agrees to get the refund of incentive and pay back to TNeGA such
incentive, if the Government or any other appropriate agency reduces the Excise duty or
Service/Sales tax or give incentive of any type retrospectively after releasing the Payment. Failing
which action will be taken to recover the above referred amount from the System Integrator under
the Revenue Recovery Act or any other relevant act.
k. Penalty amount if any due will be adjusted in the payment due to the System Integrator.
l. All Payments shall be made in Indian Rupees Only
m. The TDS amount, Penalty if any, will be deducted in the payment due to the System Integrator.
n. The Taxes as applicable during the contract period as specified in the Tender will be paid by
Department. In case, the Taxes have been reduced retrospectively, the System Integrator shall be
liable to return the same to Department.
o. The System Integrator shall have full and exclusive liability for payment of all Taxes and other
statutory payments payable under any or all of the Statutes/Laws/Acts etc now or hereafter
imposed to the respective statutory authorities. The Department will not be responsible or liable
for default on payment of taxes to the statutory authorities.
p. Operation & Maintenance the quarterly payment shall be made to the System Integrator.
18.1 Payment for Software Development Charges

The payment will be released in stages on achieving the following milestones.
S. Basis of
Milestone Activity Fee
No Approval
1 Milestone 1: SRS, detailed design, wireframes and UI mockup Sign off
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SRS including the detailed design with 10% of software On approval of TNeGA
Wireframes/UI mock-ups of eSevai2.0 development
platform cost
2 Milestone 2: Development/Migration (Platform+150 existing services)
2.1 Go-Live with first 150 services on new 30% of software Copy of Security Audit
platform development Certificate, and UAT
Report, On approval of
cost
TNeGA
3 Milestone 3: Development of next 150 new services
3.1 Go-Live with 300 services and retire existing 15% of software Copy of Security Audit
esevai platform
development Certificate, and UAT
Report, On approval of
cost
TNeGA
4 Milestone 4: Free warranty for 12 months
4.1 End of Q1 in Free Warranty Period 10% of software On approval of TNeGA

development
cost

development
cost

development
cost

development
cost
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Sub-Total for Software Development Cost 95% of software

development
cost
5% of the software development cost will be paid after successful completion of exit clause as per
section 12 of RFP.
18.2 Payment of O&M Charges

If the contract is extended for the O&M period, the payment terms will be as follows:
S. No Milestone Activity Fee Basis of Approval
1 O&M of 60 months after free 5% of the O&M cost will be

warranty period released at the end of On approval of TNeGA
every quarter
18.3 Payment of Development Support Team – post go live
S. No Milestone Activity Fee Basis of Approval
Payment will be released

Development / integration end of every quarter (pro-
1 team costs for 12 months rated based on no. of On approval of TNeGA
after final Go-live resources & their days at
work)
19. Compliance to Reference Standards and Certifications
19.1 Reference standards and Policies

The e-Sevai 2.0 system must be designed following the Reference standards published
by the Government of Tamil Nadu and in line with overall system requirements set out
in this RFP, in order to provide for good quality, security and interoperability with
multiple platforms.
The Reference Standard document is accessible at:
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https://it.tn.gov.in/en/Document_for_Data_and_Cyber_Security
The e-Sevai 2.0 system must also comply with the Data Policy published by the
Government of Tamil Nadu.
19.2 Compliance with Industry Standards

e-Sevai 2.0 should adhere to the highest standards applicable. In this context, the SI
should ensure that the entire e-Sevai 2.0 solution is certified, wherever applicable, and
is in compliance with the applicable standards. Following table depicts the reference
standards which TNeGA intends adhere. However, the list below is just for reference
and is not to be treated as exhaustive.
Solution Element Standards
Information access/transfer protocols W3C Specifications
Portal Development W3C, GIGW
Software Development Process Management CMMI Level 5
Interoperability API, Web Services, Open

Standards
Scanned documents PDF (Image Format)
Document encryption PKCS specifications
Information Security/ Operational Integrity & Security ISO 27001 certification (or above)
Management
Operations ISO 9001 certification (or above) *
IT Infrastructure management EITM specifications
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Service Management ISO 20000 specifications (or

above)
Project Documentation IEEE/ISO/CMMi (where applicable)

specifications for documentation
Business Continuity Management ISO 22301
IT Operations ISO 20000/ITIL
Document the Operations and Management Standards ISO 20000-1:2011 or relevant latest
standard
a) The Standard/Certification will be the latest version as at the time of implementation. Incase any
standard/certification is withdrawn or replaced with a new standard/certification. Cost relating
tocompliance with the above standards/certification including documentation and certification
fees etc. to be borne by the SI.
b) Apart from the above the SI need to ensure compliance of the project with Governmentof India’s IT
security guidelines including provisions of:
The Information Technology Act, 2000” (revised 2008) and amendments thereof and
Guidelines and advisories for information security published by Cert-In/MeitY (Government of
India) issued till the date of publishing of tender notice. Periodic changesin these guidelines during
project duration need to be complied with.
c) The SI shall also adhere to the relevant guidelines and standards (as applicable) issuedby CERT-
IN, MeitY and Government of India including the following –
▪ CERT-In security guidelines for Indian Government websites (http://www.cert- in.org.in/)
▪ E-SAFE Guidelines for Information Security (http://egovstandards.gov.in/ )
▪ e-Governance Standards for Preservation Information Documentation of e- Records
(http://egovstandards.gov.in/ )
▪ e-Governance standards on Biometric standards (http://egovstandards.gov.in/ )
▪ Guidelines for Indian Government Websites (https://guidelines.india.gov.in/ )
d) Along with the guidelines of GoI, the SI should ensure compliance with State guidelines and
acts, inclusive of and not limited to, Open API policy and Aadhaar Act, 2018 along with Aadhaar
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Act, 2016.
e) SI should register that, changes should be made in the system, in accordance with any
Central/State Government Act - concerning data security and privacy, and data sharing passed
during the period of system development/implementation.
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20. APPENDIX – I: Model Form of Contract

(To be executed on a Rs. 100/- Non-Judicial Stamp Paper bought in Tamil Nadu by the Successful
Bidder)
(NO FIGURES IN NUMERALS OR WORDS SHALL BE FILLED UP INTHIS SAMPLE FORM AT THE TIME OF
SUBMISSION OF TENDER)
This CONTRACT is made at Chennai on the.......... day of ............. 2021
BETWEEN
Tamil Nadu e-Governance Agency, registered under the Tamil Nadu Societies Registration Act 1975
and having its Registered Office at 807, P.T.Lee.Chengalvarayan Naicker Maaligai, Anna Salai, Chennai
- 600 002 , being the Service recipient (hereinafter referred to as “TNeGA” which expression shall
unless repugnant to the context mean and include its successors and assigns) on Behalf of Government
of Tamil Nadu of the FIRST PART.
AND
……………………., a firm represented herein by ………………….., aged ….years and having its Registered
office at ………………………………………….(hereinafter referred to as “Successful Bidder” which expression
shall unless repugnant to the context mean and include its successors and assigns) of the SECOND
PART.
Whereas, TNeGA invited a tender vide Tender Ref: TNeGA/e-Sevai 2.0/2022-2023 for Selection of
Implementation Partner to Design, Develop and Implement Tamil Nadu Integrated Services Platform
(TNISP) “e-Sevai 2.0” Project as per the Scope of Work (Clause 8) and Terms & Conditions (Clause 9 to
13) prescribed in the Tender document.
Whereas TNeGA and the Successful Bidder in pursuance thereof have arrived at the following terms
and conditions.
NOW THEREFORE
In consideration of the mutual protection of information herein by the parties hereto and such
additional promises and understandings as are hereinafter set forth, the parties agree as follows:
Purpose
The purpose of this Agreement is to maintain in confidence the various Confidential Information, which
is provided between TNeGA and Successful bidder to perform the considerations (hereinafter called
“Purpose”) set forth in below:
Definition
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For purposes of this Agreement, "Confidential Information" means the terms and conditions, and with
respect to either party, any and all information in written, representational, electronic, verbal or other
form relating directly or indirectly to the Purpose (including, but not limited to, information identified
as being proprietary and/or confidential or pertaining to, pricing, marketing plans or strategy, volumes,
services rendered, customers and suppliers lists, financial or technical or service matters or data,
employee/agent/ consultant/officer/director related personal or sensitive data and any information
which might reasonably be presumed to be proprietary or confidential in nature) excluding any such
information which (i) is known to the public (through no act or omission of the Successful Bidder in
violation of this Agreement)
5. is lawfully acquired by the Successful Bidder from an independent source having no obligation
to maintain the confidentiality of such information
6. was known to the Successful Bidder prior to its disclosure under this Agreement
7. was or is independently developed by the Successful Bidder without breach of this Agreement
8. is required to be disclosed by governmental or judicial order, in which case Successful Bidder
shall give the TNeGA prompt written notice, where possible, and use reasonable efforts to ensure that
such disclosure is accorded confidential treatment and also to enable the TNeGA to seek a protective
order or other appropriate remedy at TNeGA’s sole costs.
Confidential Information disclosed orally shall only be considered Confidential Information if: (i)
identified as confidential, proprietary or the like at the time of disclosure, and (ii) confirmed in writing
within Seven (7) days of disclosure.
No Licenses
This Agreement does not obligate either party to disclose any particular proprietary information; to
purchase, sell, license, transfer, or otherwise dispose of any technology, services, or products; or to
enter into any other form of business, contract or arrangement. Furthermore, nothing contained
hereunder shall be construed as creating, conveying, transferring, granting or conferring by one party
on the other party any rights, license or authority in or to the Confidential Information disclosed under
this Agreement.
Disclosure
Successful Bidder agrees and undertakes that it shall not, without first obtaining the written consent
of the TNeGA, disclose or make available to any person, reproduce or transmit in any manner, or use
(directly or indirectly) for its own benefit or the benefit of others, any Confidential Information save
and except both parties may disclose any Confidential Information to their Affiliates, directors, officers,
employees or advisors of their own or of Affiliates on a "need to know" basis to enable them to
evaluate such Confidential Information in connection with the negotiation of the possible business
relationship; provided that such persons have been informed of, and agree to be bound by obligations
which are at least as strict as the recipient’s obligations hereunder. For the purpose of this Agreement,
Affiliates shall mean, with respect to any party, any other person directly or indirectly Controlling,
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Controlled by, or under direct or indirect common Control with, such party. "Control", "Controlled" or
"Controlling" shall mean, with respect to any person, any circumstance in which such person is
controlled by another person by virtue of the latter person controlling the composition of the Board
of Directors or owning the largest or controlling percentage of the voting securities of such person or
by way of contractual relationship or otherwise.
The Successful Bidder shall use the same degree of care and protection to protect the Confidential
Information received by it from the TNeGA as it uses to protect its own Confidential Information of a
like nature, and in no event such degree of care and protection shall be of less than a reasonable degree
of care.
The TNeGA shall not be in any way responsible for any decisions or commitments made by Successful
Bidder in relying on the TNeGA's Confidential Information.
Return or Destruction Of Confidential Information
The parties agree that upon termination/expiry of this Agreement or at any time during its currency,
at the request of the TNeGA, the Successful Bidder shall promptly deliver to the TNeGA the Confidential
Information and copies thereof in its possession or under its direct or indirect control, and shall destroy
all memoranda, notes and other writings prepared by the Successful Bidder or its Affiliates or Directors,
officers, employees or advisors based on the Confidential Information and promptly certify such
destruction.
Independent Development and Residuals
Both parties acknowledge that the Confidential Information coming to the knowledge of the other may
relate to and/or have implications regarding the future strategies, plans, business activities, methods,
processes and or information of the parties, which afford them certain competitive and strategic
advantage. Accordingly, nothing in this Agreement will prohibit the Successful Bidder from developing
or having developed for it products, concepts, systems or techniques that are similar to or compete
with the products, concepts, systems or techniques contemplated by or embodied in the Confidential
Information provided that the Successful Bidder does not violate any of its obligations under this
Agreement in connection with such development.
Injunctive Relief
The parties hereto acknowledge and agree that in the event of a breach or threatened breach by the
other of the provisions of this Agreement, the party not in breach will have no adequate remedy in
money or damages and accordingly the party not in breach shall be entitled to injunctive relief against
such breach or threatened breach by the party in breach.
Non-Waiver
No failure or delay by either party in exercising or enforcing any right, remedy or power hereunder
shall operate as a waiver thereof, nor shall any single or partial exercise or enforcement of any right,
114
remedy or power preclude any further exercise or enforcement thereof or the exercise of enforcement
of any other right, remedy or power.
This Contract shall remain in force during the initial contract period of 24 months as per the
deliverables and scope of work from the date of signing of this contract. TNeGA may issue an additional
work order for Operation and Maintenance of the hosted applications. This may be agreed to by both
the parties after completion of initial contract period.
The Successful Bidder agrees to deliver the services as per the scope indicated in the Tender Scope of
Work and terms & conditions of this Tender within the stipulated period prescribed by TNeGA at the
cost arrived at in the financial bid. This cost is firm and not subject to enhancement.
The Contract or any part share of interest in it shall not be transferred or assigned by the Successful
Bidder directly or indirectly to any person or persons whomsoever without the prior written consent
of TNeGA.
Neither TNeGA nor the Successful Bidder shall be liable to the other for any delay or failure in the
performance of their respective obligations due to causes, contingencies beyond their reasonable
control such as:
Natural phenomena including but not limited to earthquakes, floods and epidemics.
Acts of any Government authority domestic or foreign including but not limited to war declared or
undeclared.
Accidents or disruptions including, but not limited to fire and explosions.
The tender (RFP) document in relation with this contract shall be deemed to form and be read and
construed as part of this Contract. The Tender enclosures, the offer submitted by the Successful Bidder,
the finalized Terms and Conditions and the LoA/Work Order respectively will form part of this contract.
Wherever the offer conditions furnished by the Successful Bidder are at variance with conditions of
this contract or conditions stipulated in the RFP document, the final negotiated offer conditions shall
prevail over the tender conditions furnished by the Successful Bidder.
• Liquidated Damages (LD) – as per cl.7.9 of this RFP

• Service Level Agreement – as per cl. 10 of this RFP
• Delivery Milestones– as per cl. 17 of this RFP
• Payment Terms – as per cl.18 of this RFP
The Successful Bidder shall be liable and / or responsible for the compliance of all Statutory Provisions,
especially those relating to Labour Laws in respect of this Contract.
Any notice from one party to the other given or required to be given hereunder shall be given by either:
Mailing the same by registered mail, postage prepaid, return receipt requested; or
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Having the same delivered by courier with receipt acknowledged at the address set forth above or with
other addresses and to the attentions of such other person or persons as may hereafter be designated
by like notice hereunder and any such notice shall be deemed to have been served if sent by post on
the date when in the ordinary course of post, it would have been delivered at the addresses to which
it was sent or if delivered by courier on the date of acknowledgement of receipt.
In case of breach of any of the conditions of the contract by the Successful Bidder during the contract
period, TNeGA reserves the right to recover costs/liabilities arising directly due to such breach from
the Successful Bidder.
• Termination of Contract – as per cl.7.6 of this RFP.

IN WITNESS WHEREOF the Parties have by duly authorized Representatives set their respective hands
and seal on the date first above
Signed by:
(Name and designation) For and on behalf of TNeGA
(FIRST PARTY)
Signed by:
(Name and designation) For and on behalf of Implementation Partner

(SECOND PARTY)
WITNESSES:
6. (for FIRST PARTY)
7. (for SECOND PARTY)
116
21. APPENDIX – II: Bank Guarantee Format

(To be executed in Rs.100/- Stamp Paper)
To
The Chief Executive Officer,
Tamil Nadu e-Governance Agency,
807,2nd floor, PT Lee Chengalvarayan Naicker Building,
Anna Salai,
Chennai – 600002
Bank Guarantee No:
Amount of Guarantee:
Guarantee covers from:
Last date for lodgment of claim:
This Deed of Guarantee executed by ……………….. (Bankers Name & Address) having our Head Office
at
…………………..(address) (hereinafter referred to as “the Bank”) in favor of CEO, TNeGA, registered
under Societies Act and wholly owned by Government of Tamil Nadu and having its Registered
office at No.807, 2nd Floor, PT Lee Chengalvarayan Naicker Building, Anna Salai, Chennai- 600 002
(hereinafter referred to as “the Beneficiary”) for an amount not exceeding Rs._______/- (Rupees
________ Only) as per the request of M/s. ______having its office address at ___________
(hereinafter referred to as “Successful Bidder”) against Letter of Acceptance reference
___________ dated __/__/____ of M/s. Tamil Nadu e-Governance Agency for the Tender Ref:
TNeGA/e-Sevai 2.0/2022-2023 - Selection of Implementation Partner to Design, Develop and
Implement Tamil Nadu Integrated Services Platform (TNISP) “e-Sevai 2.0” Project. This guarantee
is issued subject to the condition that the liability of the Bank under this guarantee is limited to a
maximum Rs._______/- (Rupees ________ Only) and the guarantee shall remain in full force upto
___ months from the date of Bank Guarantee and cannot be invoked otherwise by a written
demand or claim by the beneficiary under the Guarantee served on the Bank before ___months
from the date of Bank Guarantee.
117
AND WHEREAS it has been stipulated by you in the said ORDER that the Successful Bidder shall
furnish you with a Bank Guarantee by a Scheduled / Nationalized Bank for the sum specified therein
as security for compliance with the Successful Bidder performance obligations for a period in
accordance with the contract.
AND WHEREAS we have agreed to give the Successful Bidder a Guarantee.

THEREFORE, we (Bankers address)……………., hereby affirm that we are Guarantors and responsible
to you on behalf of the Successful Bidder up to a total of Rs._______/- (Rupees ________ Only) and
we undertake to pay you, upon your first written demand declaring the Successful Bidder to be in
default under the contract and without any demur, cavil or argument, any sum or sums within the
limit of Rs._______/- (Rupees ________ Only) as aforesaid, without your needing to prove or show
grounds or reasons for your demand or the sum specified therein. We will pay the guaranteed
amount notwithstanding any objection or dispute whatsoever raised by the Successful Bidder.
This Guarantee is valid until __ months from the date of Bank Guarantee. Notwithstanding, anything
contained herein, our liability under this guarantee shall not exceed Rs._______/- (Rupees
________ Only). This Bank Guarantee shall be valid up to __ months from the date of Bank
guarantee and we 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___________.
In witness whereof the Bank, through its authorized Officer, has set its, hand and stamp on
this………………………………..at ……………………………….
Witness:
(Signature)
(Name in Block Letters)
118
22. APPENDIX – III List of existing services details
Portal
S.No Department Service Name Platform (CSC/Citizen/Both)
1 TANGEDCO Electricity Bill Payment IBM CSC
2 TANGEDCO Registration of New LT Connection Windows CSC
3 TANGEDCO Payment of New LT connection IBM CSC
4 CMWSSB Water and Sewerage Tax Payment IBM CSC
Greater Chennai
5 Corporation Printing of Birth Certificate IBM CSC
Greater Chennai
6 Corporation Printing of Death Certificate IBM CSC
Greater Chennai
7 Corporation Collection of property tax IBM CSC
Greater Chennai
8 Corporation Renewal of trade license IBM CSC
Greater Chennai
9 Corporation Collection of company tax IBM CSC
Greater Chennai
10 Corporation Collection of professional tax IBM CSC
Commissionerate
Municipal
11 Administration Collection of Non Tax IBM CSC
Commissionerate
Municipal
12 Administration Collection of Professional Tax IBM CSC
119
Commissionerate
Municipal
13 Administration Collection of Property tax IBM CSC
Commissionerate
Municipal Collection of Underground
14 Administration Drainage Charge IBM CSC
Commissionerate
Municipal
15 Administration Collection of Water Charges IBM CSC
Revenue
16 Administration Family Migration Certificate IBM Both
Revenue
17 Administration Unemployment Certificate IBM Both
Revenue
18 Administration Widow Certificate IBM Both
Revenue
19 Administration Agricultural Income Certificate IBM Both
Revenue Certificate for Loss of Educational

20 Administration Records due to disasters IBM Both
Revenue
21 Administration No Male Child Certificate IBM Both
Revenue
22 Administration Unmarried Certificate IBM Both
Revenue
23 Administration Inter Caste Marriage Certificate IBM Both
Revenue
24 Administration Legal Heir Certificate IBM Both
Revenue
25 Administration Community Certificate IBM Both
Revenue
26 Administration Deserted Woman Certificate IBM Both
120
Revenue
27 Administration Income Certificate IBM Both
Revenue
28 Administration Nativity Certificate IBM Both
Revenue
29 Administration Residence Certificate IBM Both
Revenue
30 Administration Solvency Certificate IBM Both
Revenue
31 Administration Licence under Pawn Broker Act IBM Both
Revenue
32 Administration Money Lender's Licence IBM Both
Revenue Other Backward Classes (OBC)

33 Administration Certificate IBM Both
Revenue Small / Marginal Farmer

34 Administration Certificate IBM Both
Revenue
35 Administration First Graduate Certificate IBM Both
Drug Control Application for license to grant

36 Administration allopathic drugs (Sales) IBM Both
Drug Control Application for licence to grant or

37 Administration renewal Homoeopathic Medicines IBM Both
Application for licence to grant
Drug Control restricted licence (allopathic
38 Administration drugs) (Sales) IBM Both
Drug Control Application for licence to grant

39 Administration specified in Schedule X drugs IBM Both
Drug Control Application to obtain duplicate

40 Administration license IBM Both
121
Directorate of Registration of Boiler under

41 Boilers boilers act IBM Both
Directorate of Renewal of License under boilers

42 Boilers act IBM Both
43 Fire & Rescue MSB Compliance Certificate IBM Both
44 Fire & Rescue NOC for MSB Planning Permission IBM Both
NOC for Non - MSB Planning

45 Fire & Rescue Permission IBM Both
MSB Fire License Registration and

46 Fire & Rescue Renewal IBM Both
Non - MSB Fire License

47 Fire & Rescue Registration and Renewal IBM Both
TNEA 2016 BE/ BTech Online

48 Anna University registration Windows CSC
49 TNEGA PDS Aadhaar Enrollment Windows CSC
50 PDS Apply For New Family Card Windows CSC
51 PDS New User Registration Windows CSC
52 PDS Card Mutation Windows CSC
53 PDS Printing of Smart Card Windows CSC
Employment &
54 Training Printing of registration ID Windows CSC
122
Employment &
55 Training Application for Renewal Windows CSC
Employment &
56 Training Application for profile updation Windows CSC
Employment &
57 Training Application for Registration Windows CSC
Directorate of Issuance of License for Erector and

58 Boilers Manufacturer of Boilers IBM Both
Directorate of Renewal of License for Erector and

59 Boilers Manufacturer of Boilers IBM Both
Animal Husbandry, Relief Assistance to marine
Dairying and Fishermen families during Fishing
60 Fisheries Ban period Windows CSC
Animal Husbandry, Special Allowance to marine
Dairying and Fishermen families during Fishing
61 Fisheries lean period Windows CSC
Chennai Traffic
62 Police Challan Payment Windows CSC
Directorate of Application for Scholarship Under
Handlooms & Dr.MGR Handloom Weavers
63 Textiles Welfare Trust Windows CSC
Application for Tamil Nadu Co-
Directorate of operative Handloom Weavers
Handlooms & Savings and Security Scheme –
64 Textiles Enrolment Windows CSC
Directorate of Application for Tamil Nadu Co-
Handlooms & operative Handloom Old Age
65 Textiles Pension Scheme Windows CSC
Directorate of Application for Tamil Nadu Co-
Handlooms & operative Handloom Weavers
66 Textiles Family Pension Scheme Windows CSC
Directorate of Application for Life Insurance
Handlooms & Schemes for Handlooms Weavers
67 Textiles and Ancillary Workers - Enrolment Windows CSC
123
Application for Enrolment Shiksha

Directorate of Sahayog Yojana Scheme under
Handlooms & Mahatma Gandhi Bunkar Bima
68 Textiles Yojana Windows CSC
Directorate of operative Handlooms Weavers
69 Textiles Claim (Weaver) Windows CSC
Directorate of operative Handlooms Weavers
70 Textiles Claim (Nominee) Windows CSC
Application for Life Insurance
Directorate of Schemes for Handlooms Weavers
Handlooms & and Ancillary Workers – Claim
71 Textiles (Disability) Windows CSC
Application for Life Insurance
Directorate of Schemes for Handlooms Weavers
Handlooms & and Ancillary Workers – Claim
72 Textiles (Death) Windows CSC
Directorate of Application for Scholarships under
Handlooms & Dr.MGR Handloom Weavers
73 Textiles Welfare Trust Renewal Windows CSC
BC, MBC and

74 Minority Welfare Ulema Pension Scheme Windows CSC
Welfare of
Differently Abled
75 Persons Loan Assistance Windows CSC
Welfare of
Differently Abled
76 Persons Marriage Assistance Windows CSC
Welfare of
Differently Abled
77 Persons Maintenance Support Windows CSC
Application for Registration of

78 TNHUD Tenancy Agreement Windows CSC
TN Electrical
79 Inspectorate Issuance of Drawing Approval IBM CSC
124
TN Electrical
80 Inspectorate Issuance of Safety Certificate IBM CSC
Revenue
81 Administration eAdangal Crop Entry Windows Both
Revenue
82 Administration eAdangal Abstract Download Windows Both
Inspectorate
General of Issuance of Encumbrance
83 Registration Certificate Windows CSC
Inspectorate
General of
84 Registration Issuance of Certified Copies Windows CSC
Inspectorate
General of
85 Registration EC Download Windows CSC
Inspectorate
General of
86 Registration CC Download Windows CSC
Commisionerate of
87 Transport eChallan Payment IBM CSC
Revenue
88 Administration Temporary Crackers Licence IBM CSC
Animal Husbandry,
Dairying and National Fishermen Savings cum
89 Fisheries Relief Scheme Windows CSC
Animal Husbandry,
Dairying and Marine Fisherwomen Savings cum
90 Fisheries Relief Scheme Windows CSC
Grant / Renewal of License for
Drug Control Manufacture of Drugs for sale –
91 Administration Allopathic Drugs IBM Both
Grant of License for Additional
Drug Control Section for applied products
92 Administration (Category) IBM Both
Drug Control
93 Administration Grant of Test License IBM Both
125
Grant/Renewal of Loan License for

Drug Control Grant/Renewal of Repackaging

95 Administration License for Allopathic Drugs IBM Both
Grant/Renewal of License for
96 Administration Homeopathic Medicines IBM Both
Drug Control
97 Administration Change of Technical Person IBM Both
Directorate of
98 Boilers Steam test for Boilers IBM Both
Revenue Issuance of Income and Asset

99 Administration Certificate for EWS IBM CSC
Revenue Issuance of Jain Religious Minority

100 Administration Certificate IBM CSC
Directorate of Public
101 Health CRS-Death Registration Windows CSC
102 Health Printing of Birth Certificate Windows CSC
103 Health Printing of Death Certificate Windows CSC
Drug Control Retention for Allopathic Drugs

104 Administration licence Sales IBM Both
Drug Control Retention for Restricted licence

105 Administration (allopathic drugs) IBM Both
Drug Control
106 Administration Retention for Schedule X drugs IBM Both
Drug Control Retention for Allopathic Drugs

107 Administration Manufacture for sale IBM Both
126
Retention of Loan License for

Drug Control Manufacture of Drugs for sale
Drug Control Retention of Repackaging License

109 Administration for Allopathic Drugs IBM Both
Revenue
110 Administration Issuance of Public Builindg Licence IBM CSC
Revenue Indira Gandhi National Old Age

111 Administration Pension Scheme (IGNOPS) IBM Both
Revenue Destitute Widow Pension Scheme

112 Administration (DWPS) IBM Both
Revenue Destitute Deserted Woman

113 Administration Pension Scheme (DDWPS) IBM Both
Revenue Unmarried Women Pension

114 Administration Scheme (UWPS) IBM Both
Revenue Chief Minister Uzhavar Pathukapu

115 Administration Thittam (CMUPT) IBM Both
Revenue Differently Abled Pension Scheme

116 Administration (DAPS) IBM Both
Animal Husbandry, Renewal of Relief Assistance to
Dairying and Marine Fishermen Families during
117 Fisheries BAN period Windows CSC
Animal Husbandry, Renewal of Special Allowance to
Dairying and Marine Fishermen during Fishing
118 Fisheries LEAN period Windows CSC
Revenue
119 Administration Destitute Widow Certificate IBM Both
Integrated Financial
and Human
Resource
Management Generation of Challan with online
120 System payment Windows CSC
127
Integrated Financial
and Human
Resource
Management Jeevan Pramaan – Digital Life
121 System Certificate Generation Windows CSC
Water Resource No objection certificate to extract

122 Department ground water IBM CSC
Revenue Appropriate Official Document for

123 Administration COVID-19 Death IBM Both
Tamil Nadu Civil
Supplies
124 Corporation Farmer Registration Form IBM Both
Tamil Nadu
Unorganised
Workers Welfare
125 Board Claim Registration Windows Both
Tamil Nadu
Unorganised
Workers Welfare
126 Board Claim Renewal Windows Both
Tamil Nadu
Unorganised
Workers Welfare
127 Board Claim Updation Windows Both
Tamil Nadu
Unorganised
Workers Welfare Claim Application-Construction
128 Board Board-Accident Death at worksite Windows Both
Tamil Nadu
Unorganised Claim Application-Construction
Workers Welfare Board-Compensation for
129 Board accidental death and disability Windows Both
Tamil Nadu
Unorganised
130 Board Board-Disability Pension Windows Both
Tamil Nadu
Workers Welfare Board-Education Assistance for
131 Board 10th /12th Standard pass Windows Both
128
Tamil Nadu Claim Application-Construction

Unorganised Board-Educational Assistance for
Workers Welfare girl children studying 10th / 11th /
132 Board 12th Windows Both
Tamil Nadu
Workers Welfare Board-Educational Assistance for
133 Board Higher Education Windows Both
Tamil Nadu
Workers Welfare Board-Educational Assistance for
134 Board studying in 6th/7th/8th/9th Windows Both
Tamil Nadu
Unorganised
135 Board Board-Family pension Windows Both
Tamil Nadu
Workers Welfare Board-Funeral Expenses / Natural
136 Board Death Windows Both
Tamil Nadu
Unorganised
137 Board Board-Marriage Assistance Windows Both
Tamil Nadu
Workers Welfare Board-Maternity / Miscarriage /
138 Board Termination of Pregnancy Windows Both
Tamil Nadu
Unorganised
139 Board Board-Pension Windows Both
Tamil Nadu
Workers Welfare Board-Reimbursement of
140 Board purchase of spectacles Windows Both
Tamil Nadu
Unorganised Claim Application-Manual Board-
Workers Welfare Compensation for accidental
141 Board death and disability Windows Both
Tamil Nadu Claim Application-Manual Board-

142 Unorganised Disability Pension Windows Both
129
Workers Welfare
Board
Tamil Nadu
Workers Welfare Education Assistance for 10th
143 Board /12th Standard pass Windows Both
Tamil Nadu Claim Application-Manual Board-
Unorganised Educational Assistance for girl
Workers Welfare children studying 10th / 11th /
Tamil Nadu
Workers Welfare Educational Assistance for Higher
145 Board Education Windows Both
Tamil Nadu
Workers Welfare Educational Assistance for
Tamil Nadu
Unorganised
Workers Welfare Claim Application-Manual Board-
147 Board Funeral Expenses / Natural Death Windows Both
Tamil Nadu
Unorganised
148 Board Marriage Assistance Windows Both
Tamil Nadu
Workers Welfare Maternity / Miscarriage /
Tamil Nadu
Unorganised
150 Board Pension Windows Both
Tamil Nadu
Workers Welfare Reimbursement of purchase of
151 Board spectacles Windows Both
Tamil Nadu
Unorganised Claim Application-Driver Board-
Workers Welfare Compensation for accidental
152 Board death and disability Windows Both
130
Tamil Nadu
Unorganised
Workers Welfare Claim Application-Driver Board-
153 Board Disability Pension Windows Both
Tamil Nadu
Workers Welfare Education Assistance for 10th
154 Board /12th Standard pass Windows Both
Tamil Nadu Claim Application-Driver Board-
Unorganised Educational Assistance for girl
Workers Welfare children studying 10th / 11th /
Tamil Nadu
Workers Welfare Educational Assistance for Higher
156 Board Education Windows Both
Tamil Nadu
Workers Welfare Educational Assistance for
Tamil Nadu
Unorganised
158 Board Funeral Expenses / Natural Death Windows Both
Tamil Nadu
Unorganised
159 Board Marriage Assistance Windows Both
Tamil Nadu
Workers Welfare Maternity / Miscarriage /
Tamil Nadu
Unorganised
161 Board Pension Windows Both
Tamil Nadu
Workers Welfare Reimbursement of purchase of
162 Board spectacles Windows Both
Tamil Nadu
163 Unorganised Claim Application - Return Windows Both
131
Workers Welfare
Board
Tamil Nadu
Unorganised
Workers Welfare
164 Board ID Card Download Windows Both
Tamil Nadu
Unorganised
Workers Welfare
165 Board Claim Application - Amendment Windows Both
Tamil Nadu
Unorganised
Workers Welfare
166 Board Claim Application - Transfer Windows Both
Civil Supplies and
Consumer
Protection
167 department Application for New Ration Card Windows Both
Civil Supplies and
Consumer
Protection Addition of New Family Member
168 department in Ration Card Windows Both
Civil Supplies and
Consumer
Protection
169 department Family Head Member Change Windows Both
Civil Supplies and
Consumer
Protection Removal of Family Member in
170 department Ration Card Windows Both
Civil Supplies and
Consumer
Protection
171 department Change of Address in Ration Card Windows Both
Civil Supplies and
Consumer
Protection
172 department Re-Print of Smartcard Application Windows Both
Welfare of
Differently Abled Admission for Educational and
173 Persons Training Institutions Windows Both
132
Welfare of
Differently Abled
174 Persons Special Education Windows Both
Welfare of
Differently Abled
175 Persons Application For Scholarship Windows Both
Welfare of
Differently Abled
176 Persons Application For Assistive Devices Windows Both
Directorate of Issuance of PSTM Certificate for

177 School Education Govt Schools Windows Both
Public Works
178 Department User Registration Windows Both
Public Works
179 Department Online Sand Booking Windows Both
Tamil Nilam – Full Field Patta

180 Revenue (Land) Transfer Windows CSC
181 Revenue (Land) Tamil Nilam – Joint Patta Transfer Windows CSC
182 Revenue (Land) Tamil Nilam – Subdivision Windows CSC
REV504 Patta Transfer - Not

183 Revenue (Land) Involving Subdivision (Urban) Windows CSC
REV505 Patta Transfer - Involving

184 Revenue (Land) Subdivision (Urban) Windows CSC
REV506 TSLR Extract with Sketch

185 Revenue (Land) (Urban) Windows CSC
REV507 Street and Door Number

186 Revenue (Land) Modification Windows CSC
187 Revenue (Land) REV508 Owner Name Correction Windows CSC

133
Annai Terasa Ammaiyar Ninaivu

Orphan Girl Marriage Assistance
188 Social Welfare scheme Windows CSC
189 Social Welfare Girl Child Protection Scheme- I Windows CSC
190 Social Welfare Girl Child Protection Scheme- II Windows CSC

Dharmambal Ammaiyar Ninaivu
Widow Re-marriage Assistance
Dr. Muthulakshmi Reddy Ninaivu
Intercaste Marriage Assistance
EVR Maniammaiyar Ninaivu
Widow Daughter Marriage
193 Social Welfare Assistance scheme Windows CSC
Moovalur Ramamirtham
Ammaiyar Ninaivu Marriage
194 Social Welfare Assistance scheme Windows CSC
134
23. APPENDIX – IV: Self-Assessment of Minimum Eligibility Criteria

(Note: In the column ‘The proof submitted’, please write which required documentary proofs you are
submitting. It is not a Yes/No answer.)
Documents to be Compliance Document

S. No. MEC (Yes/No) proof
submitted
submitted
4.1.1 The bidder should be a
company registered/
incorporated under Bidder should be a
Indian company Act and Registered Company in
must have 3 years of India, they should produce
existence in India as on the copy of the Certificate
date of submission of of Incorporation.
bids.
4.1.2 The Bidder should be Work order and

Software Development satisfactory performance
firm and should be in certificate from the client
operations in successful for proof of delivering IT
Software Development, services as per the scope of
Software Customization & work order in the last 3
Implementation, IT years.
Application Operation &
Maintenance anywhere in
India during the last 3
Years as on date of
submission of bid.
4.1.3 The Bidder should have Audited and Certified

an average annual Balance Sheet & Profit/Loss
turnover of at least Rs. 25 Account of last 3 financial
crore during last three Years.
financial years
4.1.4 The bidder should have Work Order / Project

successfully Contract Document /
Implemented, at least Agreement along with
135
one integrated web Satisfactory Completion

application system Certificate by the client or
(design, develop, proof of payment with
implement and O&M – details of project value with
infrastructure and clear scope of project.
application
implementation) during
last 3 years as on date of
submission of bids for
Central/ State/UT
Government
departments /PSUs/
Private Agencies in India
where the value of the
project should be at least
Rs. 5 crores and the
project should have gone
live.
4.1.5 The Bidder should have at The copy of Property tax

least one office in Tamil bill/ Electricity Bill/
Nadu and preferably Telephone Bill /G.S.T.-
support centers/logistics C.S.T.
for the entire state. If the
Registration/Lease
Bidder is not having any
agreement should be
office in Tamil Nadu, then
submitted as proof Or
bidder should submit a
Undertaking Letter
letter of undertaking to
open an office in Tamil
Nadu within 15 days from
the date of issue of work
order if he is awarded the
work.
136
24. APPENDIX – V Self-Assessment of Technical Evaluation Criteria

(Note: In the column ‘The Supporting document(s) Submitted’, please write which permitted
supporting documents you are submitting. It is not a Yes/No answer.)
S. No Criteria Marking scheme Maximum Self Supporting

Marks Assessment document(s)
Marks Submitted
Average Annual
Turnover for last 3
4.2.1 1. >= Rs.90 15
years:
crore = 15 marks
Supporting Documents 2. >= Rs.60
to be provided: crore and < Rs. 90
Bidders are required to crore = 10 marks
submit audited
3. >= Rs.30
Turnover Statements
crore and < Rs. 60
for last 3 financial years
crore = 5 marks
i.e. 2018-19, 2019-20
and 2020-2021. For
2020-2021, provisional
statement is accepted
If the bidder has

successfully
1. 1 project = 5 20
Implemented and
marks
maintained an
integrated web 2. 2 projects =
application system 10 marks
4.2.2 (design, develop, 3. 3 or more
implement and O&M – projects = 15 marks
infrastructure and
applications) during last
3 years as on date of Additional 5 marks
submission of bids for would be given for
Central/ State/UT projects of similar
Government scale and longevity.
departments /PSUs/
Private Agencies in
137
India where the value of

the project should be at
least Rs. 2 crore and the
project should have
gone live.
Supporting Documents
to be provided:
Bidders are required to
submit Work Issued
Orders + Proof of
Project Completion and
Go Live for all projects
4.2.3 The bidder should hold
certification(s)
recognized in the
industry for quality
management
standards, information
security standards etc.
The following • Any one

certifications will certification
be considered – – 5 marks
• ISO 9001 • Two
(quality management certifications
systems) – 7 marks 10
• SEI CMM Level 3 • Three or

or above (software more
development) certifications
– 10 marks
• ISO 27001 (for
information security)
or equivalent
• ISO20000-1 (for
IT Service
Management)
to be provided:
138
Copy of certificate valid

on bid submission date
On-site Team
4.2.4 Project Manager

Should have first class
B.Tech /B.E or
equivalent degree in
Computer
Science/Information
Technology Overall 10 years IT
Overall Experience of Experience - 1 mark
10 years in IT Project
Experience Management of
Experience of 6 years Web and Mobile
or more in IT Software Applications
application Development 6 4
development. years project
experience - 3 marks
Proficiency in spoken
Tamil is required For lesser
experience, marks
Supporting Documents will be on pro-rata
to be provided: basis
Profile of
recommended
candidate
The same profile
should be deployed to
the onsite team for
4.2.5 Solution Architect Overall 8 years IT

Experience - 1 mark
B.Tech /B.E or Architecting
equivalent degree in Web/Mobile 4
Computer Application
Science/Information Solutions 5 years
Technology experience - 3 marks
139
Overall Experience of 8 For lesser

years in IT experience, marks
will be on pro-rata
Experience of 5 years
basis
or more in Architecting
Web/Mobile
Application Solutions.
Previous experience of
solutioning e-
Governance
applications preferred
Tamil is preferred
to be provided:
Profile of
recommended
candidate
The same profile
the onsite team for
4.2.6 Technical Lead – Full

stack
Overall 8 years IT
Experience - 1 mark
B.Tech /B.E or
equivalent degree in Application Web /
Computer Mobile
Science/Information Development 5
Technology years experience - 3 4
marks
Overall Experience of 8
years in IT For lesser
experience, marks
Experience of 5 years
will be on pro-rata
or more in Web/Mobile
basis
Application
development,
Application, Database,
140
Integration, Analytics,
Reporting
Tamil is preferred
to be provided:
Profile of
recommended
candidate
The same profile
the onsite team for
4.2.7 Business Analyst

Should have B.Tech
/B.E or equivalent
degree in Computer
Science/Information
Technology
Overall 5 years BA
Overall Experience of 5 Experience - 2 mark
years as IT Business
Application Web /
Analyst
Mobile Front-end
Proficiency in spoken Development
4
Tamil is a must experience - 2 mark
Supporting Documents For lesser
to be provided: experience, marks
will be on pro-rata
Profile of
basis
recommended
candidate
The same profile
the onsite team for
4.2.8 Overall 8 years IT

Data Architect 4
Experience - 1 mark
141
Should have first class Application Web /

B.Tech /B.E or Mobile back-end
equivalent degree in Application
Computer Development /
Science/Information Integration 8 years
Technology experience - 3 mark
Overall Experience of 8 For lesser
years in Database experience, marks
Architect, Database will be on pro-rata
Administration and basis
Management for Web /
Mobile applications
Tamil is preferred
to be provided:
Profile of
recommended
candidate
The same profile
the onsite team for
Total before Technical Presentation
142
143

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Request for Proposal for the Selection of Implementation Partner to Design, Develop and Implement TNISP (e-Sevai 2.

GOVERNMENT OF TAMIL NADU

Request for Proposal for the Selection of Implementation Partner to

Tamil Nadu e-Governance Agency

807, 2nd Floor,

5.6 Bid closing date and time ........................................................................................................ 33

8.2 Citizen Process Flow ................................................................................................................ 41

9.7.1 Low code platform ........................................................................................................... 68

9.16.6 Security and Compliance ................................................................................................. 81

13.2 Security Audit for new development .................................................................................... 100

AJAX Asynchronous JavaScript and XML

AAO Assistant Accounts Officer

AEE Assistant Executive Engineer

BPR Business Process Reengineering

CFY Current Financial Year

CSC Common Service Centre

DAC Development Approval Committee

DPR Detailed Project Report

DSC Digital Signature Certificate

ECS Electronic Clearing Services

EMD Earnest Money Deposit

FOSS Free and open source software

G2C Government to Citizen

GIS Geographic Information System

GLV Guideline Value

GoI Government of India

GoTN Government of Tamil Nadu

G.O Government Order

HTTP Hypertext Transfer Protocol

ICT Information & Communications Technology

IPR Intellectual Property Rights

ISO International Organization for Standardization

KUA KYC User Agency

LMO Legal Metrology officer

LOA Letter of Acceptance

MIS Management Information System

MSA Master Service Agreement

NIC National Informatics Centre

NOC No Objection Certificate

NFY Next Financial Year

O&M Operation & Maintenance

OEM Original Equipment Manufacturer

OSR Open Space Reserve

PKCS Public Key Cryptography Standards

PSU Public Sector Unit

PWD Public Works Department

RBAC Role Based Access Control

RFP Request for Proposal

SDC State Data Centre

SIT System Integration Testing

SLA Service Level Agreement

SMS Short Messaging Service

SOA Service Oriented Architecture

SOAP Simple Object Access Protocol

SPOC Single Point Of Contact

SRS System Requirement Specification

SSL Secure Sockets Layer

SSO Single Sign On

STQC Standardization Testing and Quality Certification

SSDG/SP State Service Delivery Gateway/State Portal

TDR Transfer of Developmental Rights

TNeGA Tamil Nadu e-Governance Agency

TNISP Tamil Nadu Integrated Services Platform