RFP for Selection Of Agency for Grievance … for Selection Of...REQUEST FOR PROPOSAL FOR Selection...

REQUEST FOR PROPOSAL

FOR

Selection of

Agency for Online Public Grievance Redressal System

GOVERNMENT OF MADHYA PRADESH Department of Public GrievanceRedressal

Version II Vallabh Bhavan

Bhopal - 462003 (MP) Telephone No-0755-2574096

Bid No. DPGR-1/2014

Date: 16/10/2014

REQUEST FOR PROPOSAL – SELECTION OF AGENCY FOR ONLINEPUBLIC GRIEVANCE REDRESSAL SYSTEM

DPGR 2

DISCLAIMER All information contained in this Request for Proposal (RFP) provided/ clarified are in the good interest and faith. This is not an agreement and this is not an offer or invitation to enter into an agreement of any kind with any party. Though adequate care has been taken in the presentation of this RFP document, the interested firms shall satisfy it-self that the document is complete in all respects. The information published in this document is not intended to be exhaustive. Interested Bidders are required to make their own enquiries and assumptions wherever required. Intimation of discrepancy, if any, should be given to the specified office immediately. If no intimation is received by this office by the date mentioned in the document, it shall be deemed that the RFP document is complete in all respects and firms submitting their bids are satisfied that the RFP document is complete in all respects. Department of Public Grievance Redressal (DPGR), Government of Madhya Pradesh reserves the right to reject any or all of the applications submitted in response to this RFP document at any stage without assigning any reasons whatsoever. DPGR also reserves right to withhold or withdraw the process at any stage with intimation to all who have submitted their bids in response to this RFP. DPGR reserves the right to change/ modify/ amend any or all of the provisions of this RFP document without assigning any reason. Any such change would be communicated to the bidders by posting it on the website of DPGR. Neither DPGR nor their employees and associates will have any liability to any prospective Respondent interested to apply or any other person under the law of contract to the principles or resolution or unjust enrichment or otherwise for any loss, expense or damage which may raise from or be incurred or suffered in connection with anything contained in this RFP document, any matter deemed to form part of this RFP document, the award of the Assignment, the information and any other information supplied by or on behalf of DPGR or their employees and Prime applicant (PA)/ Consortiums or otherwise arising in any way from the selection process for the Assignment. Information provided in this document or imparted to any respondent as part of RFP process is confidential to DPGR and shall not be used by the respondent for any other purpose, distributed to, or shared with any other person or organization.


DPGR 3

NOTICE INVITING TENDER (NIT) ............................................................................................... 5

IMPORTANT DATES ................................................................................................................... 6

GLOSSARY 7

SECTION 1. INTRODUCTION ............................................................................................... 8

1. THE DEPARTMENT OF PUBLIC GRIEVANCE REDRESSAL ......................................................... 8 2. SCOPE OF WORK ................................................................................................................ 8 3. ELIGIBILITY / QUALIFYING CRITERIA .................................................................................... 14

SECTION 2. TERMS AND CONDITIONS .............................................................................. 16

4. CLARIFICATION OF THE BID DOCUMENT AND PRE-BID CONFERENCE ...................................... 16 5. SUBMISSION OF BIDS ......................................................................................................... 16 6. PERIOD OF VALIDITY OF PROPOSAL..................................................................................... 17 7. PERIOD OF CONTRACT ...................................................................................................... 17 8. AMENDMENTS TO RFP ...................................................................................................... 17 9. LANGUAGE OF PROPOSAL .................................................................................................. 17 10. TECHNICAL BID ................................................................................................................. 18 11. FINANCIAL BID .................................................................................................................. 18 12. CLARIFICATIONS ON BIDS .................................................................................................. 18 13. CONFIDENTIALITY .............................................................................................................. 19 14. TIME PERIOD FOR COMPLETION OF ASSIGNMENT .................................................................. 19 15. DPGR RESERVES THE RIGHT TO THE FOLLOWING ............................................................... 19 16. OTHER INSTRUCTIONS ....................................................................................................... 20 17. DISQUALIFICATION............................................................................................................. 20 18. MODIFICATION, SUBSTITUTION & WITHDRAWAL OF PROPOSAL .............................................. 21 19. LIQUIDATE DAMAGES ......................................................................................................... 22 20. PENALTIES ........................................................................................................................ 22 21. EARNEST MONEY DEPOSIT (EMD) ..................................................................................... 22 22. PERFORMANCE BANK GUARANTEE ..................................................................................... 23 23. TERMINATION BY DEFAULT ................................................................................................. 23 24. SERVICE LEVEL AGREEMENT(SLA) ..................................................................................... 24 25. PAYMENT TERM AND SCHEDULE .......................................................................................... 25 26. FORCE MAJEURE .............................................................................................................. 25 27. TERMINATION FOR INSOLVENCY .......................................................................................... 26 28. TERMINATION FOR CONVENIENCE ....................................................................................... 26 29. DISPUTES AND ARBITRATION .............................................................................................. 26

TABLE OF CONTENTS


DPGR 4

SECTION 3. JOB DESCRIPTIONS ....................................................................................... 27

30. BACK OFFICE EXECUTIVE .................................................................................................. 27

SECTION 4. ANNEXURES .................................................................................................. 28

31. ANNEXURE A – TECHNICAL PROPOSAL FORM ..................................................................... 28 32. ANNEXURE B – TECHNICAL QUALIFICATION OF THE BIDDER .................................................. 29 33. ANNEXURE C – FINANCIAL BID FORMAT .............................................................................. 32 33. ANNEXURE D – SELF-DECLARATION ....................................................................................... 35 34. ANNEXURE E – HARDWARE SPECIFICATION ............................................................................ 36


DPGR 5

Notice Inviting Tender (NIT)

Department of Public Grievance Redressal No: ----------------------- Date: 16/10/2014 REQUEST FOR PROPOSAL for Selection of Agency for Public Grievance Redressal System Tenders are invited from reputed Information Technology Agencies based in India for Implementation of the Public Grievance Redressal System for Department of Public Grievance Redressal, Government of Madhya Pradesh. The RFP document can be downloaded from the DPGR Website (http://www.mapit.gov.in/) commencing 05/11/2014 10:30 AM IST. Cost of RFP document is Rs. 1,000/- INR (Rupees One Thousand only). This is to be paid in separate envelope while submitting the RFP Responses in the form of Demand Draft (DD) of any Scheduled Bank drawn in favor of the “Director, Department of Public Grievance Redressal”,payable at “Bhopal”. The last date and time for Submission of RFP Responses is 27/11/2014 (Monday) 03:00 PM IST. Eligibility criteria, timelines and other relevant details please refer the RFP document.

. Director

Department of Public Grievance Redressal, Vallabh Bhavan Govt. of Madhya Pradesh


DPGR 6

IMPORTANT DATES 1. Issuance of RFP Document 05-11-2014 (Wednesday)

2. Date of Pre Bid Meeting 17-11-2014 (Monday) at 03:00 PM IST

3. Last Date and Time for Submission of Bids

27-11-2014 (Thursday) till 03:00 PM IST

4. Technical Bid Opening 29-11-2014 (Saturday) at 03:30 PM IST

5. Financial Bid Opening 04-12-2014 (Thursday) at 03:30 PM IST

6. Place of Pre Bid Meeting and Opening of Bids

State I.T. Centre, 47 A, Arayabatt, Arera Hills Bhopal-462001, Madhya Pradesh

7. Address for Communication Director,Department of Public Grievance Redressal, 74 B, Ground Floor, Vallabh Bhavan Bhopal-462003, Madhya Pradesh Telephone No: 0755 2574096


DPGR 7

GLOSSARY

Abbreviations GoMP/GOMP Government of Madhya Pradesh

DPGR Department of Public Grievance Redressal

IT Information Technology

NIT Notice Inviting Tender

O & M Operations and Maintenance

QoS Quality of Service

RFP Request for Proposal

SDC State Data Centre

SL Service Levels

SLA Service level agreement

UPS Uninterrupted Power Supply

SP Service Provider DRS Department of Registration and Stamps MP Madhya Pradesh

EMD Earnest Money Deposit

MPSWAN Madhya Pradesh State Wide Area Network LD Liquidated Damages

BG/PBG Bank Guarantee/Performance Bank Guarantee PB Prime Bidder


DPGR 8

Sect ion 1. INTRODUCTION

1. THE DEPARTMENT OF PUBLIC GRIEVANCE REDRESSAL The Government of Madhya Pradesh has set up a department called "Department of Public

Grievances Redressal " [DPGR] to redress public grievances in a very prompt and effective manner. The DPGR is making all out efforts by coordinating with different departments of the

government to bring in excellence in redressal of public grievances as well as public service delivery.

2. SCOPE OF WORK Department of Public Grievance Redressal, Madhya Pradesh, is desirous of outsourcing of Online Public Grievance Redressal System for the convenience of the general public as the Public- Helpdesk related to inquiries.

1. The necessary space for Back office helpdesk will be provided by DPGR at Vallabh Bhavan on “As-is” “Where-Is” basis.

2. The cost of premises & recurring cost related to electricity, connectivity & all kind of utility services will be born by the DPGR for setting up & operationsof center.

3. The bidder to setup physical infrastructure, additional office furniture, LAN setup, hardware, software and manpower as specified in the tender document at their own cost.

4. The internet connectivity will be provided by DPGR.

5. The vendor shall recruit, train and maintain the necessary support staff in order to run the centre in full capacity at their own cost. The administrative work is predominantly conducted in HINDI language, therefore staff should have read/write proficiency in HINDI language.

6. The Stationery will be provided by DPGR to Service provider on need basis. All other consumables(like cartridges/folders etc.) will be borne by the vendor.

7. The successful bidder will have to appoint one Project Manager who will be nodal point for coordination with departments and also supervise the performance of the staff members. The Project Manager must be available 24/7 on mobile.


DPGR 9

8. The Bidder need to sign the agreement and non disclosure agreement with department for running the back office centre and shall ensure the secrecy of the data.

9. The successful bidder will have to procure and setup the necessary hardware and licensed application software including computers, routers, switches, networking etc. in back office at their own cost.

10. All the expenditure pertaining to the man-power deployed for back office centre operations and maintenance costs of all hardware/software will be borne by the successful bidder including the salaries and other benefits of the staff including Statutory compliance.

11. The successful bidder will be responsible for managing the activities of its staff members and will hold himself responsible for any misdemeanors.

12. The successful bidder will treat as confidential all data and information about Client, obtained in the execution of his responsibilities, in strict confidence and will not reveal such information to any other party without the prior written approval of Department.

13. The successful bidder will be responsible for Program Management activities like coordinating with the Govt. departments/offices (for information) provider for smooth running of the operations.

14. Once the Complaint is registered (received from various sources) at Back office, automatic unique ID shall be generated by the software and same will be sent to the citizens and concerned officers through SMS and email.

15. Provide preventive supports such as : a. Schedule preventive maintenance of equipment b. Virus scans and Anti-virus updates (virus prevention, anti-virus updating and

distribution). Regular Backups (Onsite and Offsite backup planning) c. Security policy creation & monitoring (Local Network Security, Application Level

Security, OS Level Security, Physical Security) 16. Upgrade the software to the latest version whenever the changes in the IT systems require

the up-gradation of the software of the application at no additional cost to the DPGR.

17. Study the existing database data/schema and migrate the existing data to the new application software.


DPGR 10

18. Install safety mechanisms to prevent unauthorized access and manipulation of the technical systems and data. He/she shall also take technical and organizational measures to ensure that these fulfill the currently valid standards for the size of the back office centre.

19. Change the hardware if the same are declared end of life during the duration of the agreement.

20. Open-Ended & Flexible Software

a. The system software shall be open, modular and structured. Successful bidder shall develop the software using Standard software packages.

b. The solution should provide open Interfaces (API’s). Solution should be able to integrate with any other third party applications (in current case CM helpline ).

c. The design of the software shall be such that the system is easy to handle both during installation and normal operations. The functional modularity of the software shall permit introduction of changes wherever necessary with least impact on other modules. The application portal should follow the GIGW compliance defined by GoI.

d. It shall be open ended to allow addition of new feature. e. The system software should be bilingual with both Unicode Hindi and English.

21. Process Flow of Existing System

The successful bidder should study the existing system of “mpsamadhan.org”, if require and submit the document of the proposed solution.

1. All the grievances received in Public Grievance Department are correspondence in CM

Office, CS office and other relevant office through various channels, processed by Public Grievance Department.

2. Such grievance letters are initially received by Public Grievance Redressal (PGR) section in Vallabh Bhavan, which after preliminary study, are marked to concerned department.

3. After marking, grievance letters are forwarded to Computer Cell for data entry on application, generation of registration (Unique) number and covering letter.

4. PRG Section receives grievance letter (along with covering letter) back from computer cell, dispatch them using a manual register and send to the concerned department agencies.

5. Grievances are sent to Collector offices, further forwarded to respective departments/sections for necessary action.

6. Concerned departments take necessary action and respond back to the PGR section. PRG section updates application software with same through computer cell. Department have an option to update status directly on the application.


DPGR 11

22. Proposed Flow of New System The successful bidder should propose new solution to cover following processes. 1. Adopt all master data available in CM helpline. This master data includes the

departmental list, officer’s user credential and categorization of the level of officers. Department will provide the copy of Master data one time. It will be responsibility of the bidder to update the master data, in case thereis change in master data of the CM Helpline.

2. Citizen can submit the application offline, online or by email. Any application receivedeither offline or email is required to be inserted in application software manually by the back office executives.

3. Categorization of the applications to be done and marked to the concern department.Application generates a registration (Unique) number and covering letter/e-mail.

4. Any supporting documents enclosed with grievance application need to be scannedand attached to the unique application id. Any supporting documents which have no. of pages more than 10 would be dispatch manually as hardcopy.


DPGR 12

23. System Administration a. The system shall be designed so as to enable detailed and flexible handling of

thesystem administration, maintenance supervision and performance measurements.

b. It shall be possible to store & retrieve a log of all commands and responses, along with identification of the user in each case.

c. A user-friendly GUI (Graphical User Interface) based utility shall be provided for easy administration of the system.

d. System must support online updating changes/modifications in application. It should be dynamically loaded/ assigned without switching off or disturbing the service.

24. Reporting & MIS: The system should have flexible & comprehensive reporting mechanism.

a. Searching & extraction of information based on any criteria can be located and extracted using pre-defined or fresh queries.

b. Customizable reporting. Exporting of reports in various standard formats such as Excel, PDF,Text should be possible.


DPGR 13

25. Security through passwords

a) The system should be able to provide a critical security against unauthorized access. All functions and data files should be protected. The administrator should be able to control access by assigning security privileges to agents/users. The security codes should grant or deny access according to assigned security levels.

b) Before entering into system, each user/agent should enter a valid user

ID/biometric/ proximity card and password. Once validated, the user/agent should be granted access to only those functions permitted within the prescribed security level.

c) The systems shall provide for foolproof password management system clearly

defining the users/agents and their functions & access rights such as super user, departmental staffs, project manager, operator, technical staff etc.

d) The system should support the setting of an automatic threshold (number of

attempts within a specific time period) for access to system management ports. If this threshold is exceeded the system must automatically disable the login.

e) The system should keep all the Audit log of user/agent actions and should present

reports of the changes made by individual users.

f) Login schemes of agent and users (type of user and privileges) will be finalized with the approval of DPGR. All logins & logouts should be monitored & reported. Agents should be able to log on from any desk within the back office centre.

26. Quality Assurance and Security Audit The bidder shall ensure a complete the Security and Quality certification from the STQC/any empanelled government agency, if desired by the DPGR. The cost of the certification will be abided by the DPGR.


DPGR 14

27. Volume of Grievance Report in past Public Grievances Redressal system

Year Application registered Disposed Pending

2009 65415 65281 134 2010 55756 55033 723 2011 88960 85352 3608 2012 114985 109148 5837 2013 137426 127045 10381

28. Integration with CM Helpline (http://cmhelpline.mp.gov.in/) CM helpline is the existing telephone based grievance redressed system running in state, where grievances are recording from a toll free number 181. A master data of the all government official’sare categorized into Level 1,2,3,4 at each departmental level. This master data has user credential of officers of all classes including collectors. The department will provide this master data to the successful bidder to use in their application.

29. Consolidated Role Based Dashboard The application should support a common dashboard where officers can be login and check the status of the grievances which are addressed within their jurisdiction. The dashboard should also be integrated with the dashboard of the CM Helpline. CM helpline application will provide necessary interface/web service to provide the require information. Whenever officer login to the PGDR system they should be able to see both Public Grievance status and CM helpline status in a single dashboard.

30. Server specification of Co-Hosting: Post award of contract to the successful bidder, the bidder shall submit the hardware and software specification of co-hosting atState Data Center of Madhya Pradesh State Electronic Development Corporation (MPSEDC). MPSEDC will make the necessary provision of co-hosting at the departmental cost. The sizing of the require hardware and software should be optimized and in any case should not be over-sized.

3. ELIGIBILITY / QUALIFYING CRITERIA

Following are the essential qualifying criteria for Selection of Agency for Online Public

Grievance Redressal System:

1. The bidder should be a single company/firm or a joint venture/consortium. Any

company/firm can submit only one bid irrespective of participation as a single party or as part of a consortium / joint venture.


DPGR 15

2. The Prime Bidder (PB) should be a Company/Society/Firm registered in India. Incorporation/Registration certificate along with MoA/Bylaws (or similar document) should be furnished as documentary proof.

3. The Bidder should have experience of running at least two Webbased IT projects with complete SDLC in last 5 years with more than Rupees 50 lacs Cost. Copy of Work Orders/ PO shall be furnished as documentary proof.

4. Incase of single company or the prime bidder should have average annual turnover of Rs. 3crores in last 3 years (Financial year 12-13, 13- 14 and 14-15).As documentary proof, Audited Balance Sheet & Profit & Loss A/c is to be submitted. In case F/Y 2014-15 Annual Reports are not prepared; a certificate of provisional financial figures duly certified by a Chartered Accountant is to be submitted.

5. The bidder in case of single company or the prime bidder in case of joint venture/consortium should have CMMi Level 3 or abovecertification.

6. The bidder should not have been black listed by any State Government, Central Government or any other Public Sector undertaking or a Corporation as on the date of RFP opening. An undertaking to this effect should be submitted by the bidder on its letter head.


DPGR 16

Sect ion 2. TERMS AND COND IT IONS

4. CLARIFICATION OF THE BID DOCUMENT AND PRE-BID CONFERENCE

During evaluation of Bids, the Bidder may, at its discretion, ask the Bidder for clarification of its Bid. The request for clarification and the response shall be in writingand no change in price or substance of the Bid shall be sought, offered or permitted.Bidders requiring specific points of clarification may communicate to DPGR, 2 days prior to the deadline for Pre Bid meeting.The Competent Authority will host a Pre-Bid Conference on date as mentioned above. Competent Authority will endeavor to provide timely response to all questions.

5. SUBMISSION OF BIDS Sealed cover containing the Technical and Financial Bid/Proposal separately with “SELECTION OF

AGENCY FOR ONLINEPUBLIC GRIEVANCE REDRESSAL SYSTEM” should be addressed to:

Director Department of Public Grievance Redressal, 74 B, Ground Floor, Vallabh Bhavan Bhopal-462003, Madhya Pradesh Telephone No: 0755 2574096

1. The prospective bidders having any queries/clarifications about the contents detailed in the

RFP may submit the same in prescribed format to Director, Public Grievance Redressal in

writing and through E-Mail ([email protected]) at least one days in advance from the

date of pre-bid meeting. No additional queries would be entertained after pre-bid meeting.

2. DPGR reserves the right not to respond to any/all queries raised or clarifications sought if, in

their opinion and at their sole discretion, they consider that it would be inappropriate to do so

or do not find any merit in it.

3. Response on the Pre-bid queries and amendments (if any) would be uploaded on the

websitewww.mapit.gov.in. Bidders are advised to regularly visit the websites for updates.

The Original of the Technical Proposal and Original of Financial Proposal shall be placed in separate sealed envelopes as follows:

Envelope 1:Original along with soft copy (in CD) of Technical Proposal with EMD (Rs 2,00,000/-) and Tender document cost (Rs 1,000/-) in separate envelope.

Envelope 2: Original Hard copy of Financial Proposal


DPGR 17

6. PERIOD OF VALIDITY OF PROPOSAL

The Proposals submitted by bidders shall be valid for a period of “180 days” from the date of submission of the bid. On completion of the validity period (180 days), in case required, DPGR, GoMP would solicit the bidder’s consent to an extension of the period of validity. The request and the responses thereto shall be made in writing by post or email.

7. PERIOD OF CONTRACT The contract period is initially for Three (3) years from the date of award of contract. Same contract can be renewable every year on same Term and Condition of the RFP after mutual agreement of both parties.

8. AMENDMENTS TO RFP At any time prior to the deadline for submission of Proposal, DPGR may amend the RFP documents by issuing suitable Corrigendum. Any corrigendum issued in this regard shall be uploaded on MAP_ITwebsite(www.mapit.gov.in). To give reasonable time to the vendors, so that they can take corrigendum into account in preparing their Proposals, the Department shall extend (if necessary), the deadline for submission of Proposals.

9. LANGUAGE OF PROPOSAL

The Proposal, and all correspondence and documents related to the Proposal exchanged by the bidder and the Department should be in English. Supporting documents and printed literature furnished by the bidder may be in any language other than English provided they are accompanied by an accurate translation of the relevant passages in English language. Supporting material, which is not translated in English, will not be considered for evaluation. For the purpose of evaluation and interpretation of the proposal, the English language translation shall prevail.


DPGR 18

10. TECHNICAL BID The Technical Proposal should contain the following information:

Ø Proposal Form as per Annexure A

Ø Qualification of Bidder as detailed in Annexure B (Company Profile along with documentary evidence of services offered and all relevant enclosures.)

Ø Copy of Power of Attorney/ Board Resolution authorizing the person for signing the bid

documents. Ø Any additional information that the bidder may think fit but not included elsewhere in the

proposal, which will help DPGR to assess the capabilities of the Agency. Note: The Technical Proposal shall not include any financial bid information.

11. FINANCIAL BID

After opening the Technical Bid and verifying the eligibility criteria, theCommittee will evaluate the Technical proposals in detail.Bidders who fulfill the pre-qualification criteria will eligible for

Financial Bids. The Financial Bid of technically qualify Bidders shall be opened in the presence of Bidders who choose to attend.

The Financial Bid should be submitted strictly in the format given by DPGR as Annexure C of this document and should not have any deviations, restrictive statements, etc. therein. Otherwise, such bids are liable to be rejected at the sole discretion of DPGR.

12. CLARIFICATIONS ON BIDS

During evaluation of bids, if found necessary, DPGR may seek clarification of the bid from the bidder. The request for clarification and the response shall be in writing.


DPGR 19

13. CONFIDENTIALITY

The RFP contains information proprietary to DPGR. DPGR requires the recipients of this RFP to maintain its contents in the same confidence as their own confidential information and refrain

from reproducing it in whole or in part without the written permission of DPGR. DPGR will not return the bids/responses to the RFP received. The information provided by the

bidder/s will be held in confidence and will be used for the sole purpose of evaluation of bids. Intellectual Property Rights (IPR) will remain with Public Grievance Department. Successful bidder should submit the actual source code or customized source code and databases, wherever

department seek for it.

14. TIME PERIOD FOR COMPLETION OF ASSIGNMENT The entire assignment has to be completed within a period as mentioned below:

Activity Duration

1. Project Start T* 2. Hardware/networking deployment at back office in Vallabh Bhavan (to be submitted by bidder)

T+4

3. Submission of SRS T+4

4. Design & Development of Software Application.

T+8

5. Deployment of all modules (including Training to departmental users).

T+10

6. Manpower deployment and training T+12 7. UAT**& Go-Live Date T+16

*‘T’ refers to project start date. This should be within 1 week of signing of Agreement. O&M Phase will start from the date of Go-Live Date and will last for 3 (Three) years. The certificate for successful UAT would be issued by DPGR to service provider and that date would be considered as the Go-Live date. ** Detailed UAT plan would need to be furnished by bidders.

15. DPGR RESERVES THE RIGHT TO THE FOLLOWING Ø Reject any or all proposals received in response to the RFP without giving any reason


DPGR 20

whatsoever. Ø Waive or change any formalities, irregularities, or inconsistencies in proposal format

delivery. Ø Extend the time for submission of proposal. Ø Modify the RFP document, by an amendment that would be published on the MAP_IT

website.May extend the timelines of completion of assignments at the sole discretion of DPGR.

Ø Independently ascertain information from other organizations to which bidderhas already extended a service for similar assignments.

Ø To terminate the services if the assignment is not proceeding in accordance with the terms of contract

16. OTHER INSTRUCTIONS

Ø The successful bidder should treat all data and information about DPGR obtained in the execution of the proposed assignment as confidential and holds it in strict confidence and should not reveal such data/information to any other party without the prior written approval of DPGR.

Ø The proposal should be submitted strictly in the format provided in this RFP document and should be signed by the authorized signatory with seal of the Company.

Ø A signed copy of this RFP shall be submitted along with the technical proposal as a token of acceptance of RFP terms & conditions.

Ø The proposal should be free of overwriting/ corrections/ alterations.

Ø The proposals should be signed by the authorized representative/s of the bidder.

17. DISQUALIFICATION

The proposal submitted by a bidder is liable to be disqualified if:

• Not submitted in accordance with this document.

• During validity of the bid or its extended period, if any, the bidder increases his quoted prices.

• Bid received without the cost of tender document fee (Rs. 1000/-)

• Bid received incomplete form or not accompanied by EMD amount.

• Bid received after due date and time.

• Bid not accompanied by all requisite documents.


DPGR 21

• Awardee of the contract qualifies the letter of acceptance of the contract with his conditions.

• Bidder fails to enter into a contract within 15 days of the date of notice of the award of tender or within such extended period, as may be specified by DPGR. (The perspective bidder will be deemed to have entered in the contract after formally signing contract documents and submission of Performance Bank Guarantee)

Bidders may specifically note that during the process of evaluation of the tender documents, if it comes to our knowledge expressly or implied, that a bidder has intended to form a cartel resulting in delay / holding up the processing of tender then the bidders so involved are liable to be disqualified for this contract as well as for a further period of two years from participation in any of the tenders floated by DPGR. It is also clarified that if need arises DPGR would go in for appointment of outside party(s) to undertake the work under the captioned tender. In case any party submits multiple bids or if common interests are found in two or more Bidders, then such Bidders are likely to be disqualified, unless additional bids / bidders are withdrawn immediately upon noticing such things.

18. MODIFICATION, SUBSTITUTION & WITHDRAWAL OF PROPOSAL

The bidder may modify, substitute or withdraw its proposal after its submission, provided that written notice of the modification or withdrawal is received by DPGRprior to the deadline prescribed for submission of proposals. In case of substitution or withdrawal of proposal, the previous bid document will be returned unopened on bid opening day. In case of modification of proposal, modified bid document along with original bid document will be opened on bid opening day. The Bidder’s modification, substitution or withdrawal notice shall be prepared, sealed, marked and dispatched. The modification, substitution or withdrawal notice may also be sent by fax or email but should be followed by a duly signed confirmation copy (in original) not later than the deadline for submission of proposals. No proposal may be modified or substituted subsequent to the deadline for submission of proposal. No proposal may be withdrawn in the interval between the deadline for submission of proposals and the expiration of the period of proposal validity specified by the bidder on the Proposal Form.


DPGR 22

19. LIQUIDATE DAMAGES

In case the successful bidder encounters conditions that are likely to affect the timely delivery of the systems and performance of Services during the performance of the Contract, they shall

promptly notify DPGR in writing of the fact of the delay, it’s likely duration and its cause(s) with justification. As soon as practicable after receipt of the successful bidder notice, DPGR shall evaluate the situation and may, at its discretion, extend the Successful bidder time for

performance with or without liquidated damages. Except as provided above, a delay by the successful bidder in the performance of its delivery

obligations shall render the successful bidder liable to the imposition of liquidated damages pursuant to conditions of Contract.

20. PENALTIES

Subject to conditions of Contract if the successful bidder fails to deliver or perform the Services

within the period(s) specified in the Contract, DPGR shall, withoutprejudice to its other remedies under the Contract, deduct from the PBG,as penalty, a sum equivalent to 5% of the Financial Bidof theunperformed Services for each week thereof delay until actual delivery, upto a maximum

deduction of 10%. However if the delay (including extended timelines) is beyond two weeks, the contract can be terminated by DPGR and the Performance Bank Guarantee can be forfeited.

21. EARNEST MONEY DEPOSIT (EMD) The Bidder shall furnish, as part of its bid, a refundable EMD of INR 2,00,000/- (Rupees two lacs only) through Demand Draft/ Bank Guarantee. The demand draft/ Bank Guarantee should be drawn on a nationalized / scheduled bank valid for minimum 180 days (90 days in case of DD) and in favor of the “Director, Department of Public Grievance Redressal”, payable at “Bhopal”. The bid will be disqualified if the EMD is not submitted along with the pre-qualification proposal. Unsuccessful bidder’s EMD will be released as promptly as possible, but not later than 120 days after the award of the contract to the successful bidder. The successful bidder’s bid security will be released after signing the Contract and deposit of Performance Bank Guarantee (PBG). No interest will be payable by DPGR on the amount of the EMD. The EMD may be forfeited in following cases:


DPGR 23

1. If a bidder withdraws his bid or increases his quoted prices during the period of bid validity or its extended period, if any; or

2. In the case of a successful bidder, if it fails within the specified time limit to:

a) Sign the Agreement or,

b) Furnish the required Performance Bank Guarantee (PBG) – Rs 10,00,000/- (Rs. Ten lacs only)

22. PERFORMANCE BANK GUARANTEE

The Bidder shall at his own expense, deposit with DPGR, within Fifteen (15) working days of the date of notice of award of the contract or prior to signing of the contract, whichever is earlier, an unconditional and irrevocable Performance Bank Guarantee (PBG) from a Scheduled/ nationalized

Bank of Rs. Ten lacs (Rs.10,00,000/-) acceptable to department, payable on demand, for the due performance and fulfillment of the contract by the successful bidder.

All charges whatsoever such as premium, commission, etc. with respect to the PBG shall be borne by the bidder. The PBG shall be valid till the end of three months after the expiration of contract period and should be in the standard format prescribed by Reserve Bank of India.

23. TERMINATION BY DEFAULT DPGR may, without prejudice to any other remedy for breach of contract, by written 7 days notice

of default sent to the Successful Bidder, terminate the Contract in whole or part.

If the Successful Bidder fails to deliver any or all of the systems within the period(s) specified in the Contract, or within any extension thereof granted by the Purchaser pursuant to conditions of contract clause or if the Successful Bidder fails to perform any other obligation(s) under the

Contract. In the event that DPGR terminates the Contract in whole or in part, pursuant to the conditions of

contract clause, it may procure, upon such terms and in such manner, as it deems appropriate,


DPGR 24

systems or services similar to those undelivered, and the Successful Bidder shall be liable to pay DPGR for any excess costs for such similar systems or services. However, the Successful Bidder

shall continue the performance of the Contract to the extent not terminated.

24. SERVICE LEVEL AGREEMENT(SLA)

To ensure that all the stakeholders discharge their roles and responsibilities in an agreedmanner to achieve the common goal, a set of Service Level Metric’s are defined. These Service Level Metrics shall cover: (a) Response Time Service Metrics, and (b) Uptime Service Metrics. For the fulfillment of the services to the complete satisfaction of the users, the following are the required service levels for the software vendor: (A) Response Time Service Metrics:- Sl. No. Response Time Service Metrics Suggested Timelines

1 Maximum Time for completion of grievance registration

Process 15 Minutes

(B) Uptime Service Metrics: -

Minimum uptime of application software will be 99.5%. Thismeans the Application software at the Data Centre should not be down for more than 44 hours, including non-working days during the year.This SLA applicable to only application software, any dependencies due to co-hosting location is excluded.

Sl No. Severity

Level

Uptime Service Metrics Rate of penalties per Site

1 Severity 1 Not restoring the application software at the Data Centre back to normalcy within 4 hours of its reporting to the vendor.

Rs 1,000 per hour, after the lapse of 4 hr period since reporting of fault.

2 Severity 2 Not restoring the application software at bidder’s side back to normalcy within 12 hours of its reporting to the vendor.

Rs 5,00 per day per site after the lapse of 12 hr period since reporting of fault.

(C)Payment Schedule

a) Before "Go-Live" if any of the stages is either not completed or not completed

Satisfactorily as per the approved time schedule, forming part of the contract


DPGR 25

agreement, a penalty @ 2% of the Bid value per week (subjected to maximum 20%)of the cost of remaining work at any of the stage which has remained incomplete or not completed satisfactorily may be imposed by the Competent Authority. If the delay is beyond 10 weeks then the Competent Authority may rescind this part of the contract and shall be free to get it done from any other agency at the risk and cost of the vendor.

b) After "Go-Live" stage, for calculation of penalties, the Competent Authority has identified severity levels. In case of unsatisfactory service support, the vendor shall be liable to pay penalties in the manner as mentioned below:

25. PAYMENT TERM AND SCHEDULE Payment to the successful bidder will be based on following items: Payment Milestone Software application

completion (G1) Supply of the hardware (G2)

O&M (G3)

SRS 10% of G1 0% of G2 0% of G3

Go-Live 80% of G1 90% of G2 0% of G3

Monthly Bill (Total 36 Bills)

0% of G1 0% of G2 Actual monthly bill in 36 months

End of Contract 10% of G1 10% of G2 0% of G3

26. FORCE MAJEURE

Notwithstanding the provisions of conditions of contract the Successful Bidder shall not be liable for forfeiture of its performance security, liquidated damages or termination for default, if and to

the extent that, its’ delay in performance or other failure to perform its obligations under the Contract is the result of an event of Force Majeure.

For purpose of this Clause, Force Majeure means an event beyond the control of the Successful Bidder and not involving the Successful Bidder’s fault or negligence and not foreseeable. Such

events may include, but are not limited to, acts of DPGR either in its sovereign or contractual capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes.


DPGR 26

If a Force Majeure situation arises the Successful Bidder shall promptly notify DPGR in writing of such conditions and the cause thereof. Unless otherwise directed by DPGR in writing, the

Successful Bidder shall continue to perform its obligations under the Contract as far as is reasonably practical, and shall seek all reasonable alternative means for performance not prevented by the Force Majeure event.

27. TERMINATION FOR INSOLVENCY

DPGR may at any time terminate the Contract by giving written notice to the Successful Bidder, if the successful bidder becomes bankrupt or otherwise insolvent. In this event termination will be

without compensation to the Successful Bidder, provided that such termination will not prejudice or affect any right of action or remedy, which has accrued or will accrue thereafter to DPGR.

28. TERMINATION FOR CONVENIENCE

DPGR, by written notice sent to the Successful Bidder 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 DPGR’s convenience, the extent to which performance of the Successful Bidder under the Contract is terminated, and the date upon which such termination becomes effective. However

any undisputed payment to the invoices of the task accomplished by successful bidder would be paid by DPGR.

29. DISPUTES AND ARBITRATION If any dispute of any kind whatsoever shall arise between DPGR and the Successful Bidder in connection with or arising out of the Contract, including without prejudice to the generality of the foregoing, any question regarding its existence, validity, or termination, the parties shall seek to resolve any such dispute or difference by mutual consultation. If the parties fail to resolve such a dispute or difference by mutual consultation, the dispute can be referred to an arbitrator under arbitration and Reconciliation act .Any litigation can be filed only in Bhopal jurisdictions


DPGR 27

Sect ion 3. JOB DESCRIPT I ONS

30. BACK OFFICE EXECUTIVE No. of Back Office Executive: 12in Bhopal Minimum Education Qualification: Graduate in any discipline with working knowledge of Computers,MIS, Reporting, Attending calls, Co-ordinations. Writing/Reading skill in both Hindi and English. Relevant Experience preferred.

No. of Supervisor : 01 in Bhopal Core Responsibilities:Responsible for oversee activities like coordinating with the Govt. departments/offices (for information), support and guidance to the back office executives. Minimum Education Qualification: BE/MBA/MCA with working knowledge of Computers, MIS, Reporting, attending calls, Co-ordinations. Has capability to manage back office team. Writing/Reading skill in both Hindi and English. 2 years relevant experience preferred.

No. of Project Manager: 01 in Bhopal Core Responsibilities:Responsible for Program Management activities like coordinating with the Govt. departments/offices (for information), compilation of the report and co-ordination of the meeting under departmental heads. Minimum Education Qualification: BE/MBA/MCA with working knowledge of Computers, MIS, Reporting, attending calls, Co-ordinations. Has capability to manage back office team. Writing/Reading skill in both Hindi and English. 4 years relevant experience preferred.


DPGR 28

Sect ion 4. ANNEXURES

31. ANNEXURE A –TECHNICAL PROPOSAL FORM (To be included in Technical Proposal Envelope)

Bid No. DPGR-1/2014 Date: --/--/20--

To, Director, Department of Public Grievance Redressal, 74 B, Ground Floor, Vallabh Bhavan, Bhopal-462003,Madhya Pradesh Subject: Proposal for Selection of Agency for Online Public Grievance Redressal System forDPGR. Dear Sir/Madam, Having examined the Bid Document, the receipt of which is hereby duly acknowledged, we, the undersigned, offer to provide services for Selection of Agency Online Public Grievance Redressal System for DPGRand to meet such requirements & provide such services as are set out in the Bid Document. We hereby attach the Technical Bid as per the requirements of the tender document. We undertake, if our Bid is accepted, to adhere to the implementation plan (Key Events/ Activities and dates of the project) put forward in the RFP or such adjusted plan as may subsequently be mutually agreed between us and DPGR, GoMP or its appointed representatives. If our Bid is accepted, we will submit a Performance Bank Guarantee in the format as prescribed by a nationalized/ Scheduled bank in India, acceptable to DPGR, of (Rs 10,00,000/-) for a period of 3monthspost expiration of contract period. In case of the delay in the State wide rollout of the project, the PBG will be extended accordingly. We agree that you are not bound to accept the lowest or any Bid Response you may receive. We also agree that you reserve the right in absolute sense to reject all or any of the products/ services specified in the Bid Response without assigning any reason whatsoever. It is hereby confirmed that I/We are entitled to act on behalf of our corporation/company /firm/organization and empowered to sign this document as well as such other documents which may be required in this connection. Dated this …………………………. Day of …………………..20XX (Signature) (In the capacity of) Duly authorized to sign the Bid Response for and on behalf of: ………………………………………………………………. (Name and address of the Bidder) Seal/Stamp of Bidder


DPGR 29

32. ANNEXURE B –TECHNICAL QUALIFICATION OF THE BIDDER

a) BIDDER INFORMATION SHEET

S/N Particulars Details

Page no. (for any attachment)

1. Name of the firm

2. Registered office address Telephone number Fax number Email

3. Correspondence Address

4. Details of the Contact Person (name, designation, address) Telephone number Fax number Email

5. Year and Place of the establishment of the Company/firm/society

6. Service Tax Registration details

7. Details of the offices present in Madhya Pradesh, if any

8. Quality Certifications, if any


DPGR 30

b) FINANCIAL CAPABILITY

Format for providing Financial Information

S No Description Financial Year 2012-2013

Financial Year 2013-2014

Financial Year 2014-2015

1 Overall Turnover

2 Net Profit

3 Net Worth

c) EXPERIENCE

SPECIFIC EXPERIENCE IN CONTRACTS OF A SIMILAR NATURE - SHOULD BE SUBMITTED IN MULTIPLES

OWING TO MORE THAN ONE PROJECT DESCRIPTION S. No Item Guidelines Attachment

Ref. No. for details

1. Name of the project

2. Client Details Name; Contact Person’s name and number.

3. Relevant Work Area/domain

Please specify the area of work/domain relevant to the requirement of this RFP.

4. No. of locations& number of manpower

Please specify no. of locations and manpower for implementation

5. Scope of Work Provide Scope of Work; highlight Key Result Areas expected and achieved

6. Contract Value ( in INR)

Provide particulars on contract value assigned to each major phase and milestone.

7. Project Completion Date


DPGR 31

Note: This configuration for the Co-Hosting of the database at State Data Centre. The specification should be with minimum configuration. It may vary or adjusted in case the Data Centre does not have availability of the requested configuration. Criteria for evaluation of Technical bids: S.No. Criteria Compliance (Y/N)

1. The Bidder should be a Company/Society/Firm registered in India since last 5 (five) years.

2. Minimum audited average annual turnover of Rs. 3Crores in the last 3 years (Financial year 12-13, 13- 14 and 14-15).

3. The Bidder should have experience of running at least two Web based IT projects with complete SDLC in last 5 years with cost more than Rupees 50 lacs. Copy of Work Orders/ PO shall be furnished as documentary proof.

Signature Date: Place: Name and Designation with Seal


DPGR 32

33. ANNEXURE C – FINANCIAL BID FORMAT FINANCIAL BIDCOVERING LETTER

(To be printed on letterhead and to be included in Financial Proposal Envelope)

Bid No. DPGR-1/2014 Date: ………………

To,

Director, Department of Public Grievance Redressal, 74 B, Ground Floor, Vallabh Bhavan, Bhopal-462003,Madhya Pradesh Sub/ Ref: Submission of Bid for Online Public Grievance Redressal System for the Department of the Public Grievance Redrasal, Govt. of MP.

Having examined the Bid Document, the receipt of which is hereby duly acknowledged, we, the undersigned, offer to implement the project Solution for Public Grievance Redressal System for the Department of the Public Grievance Redrasal, Govt. of MP. To meet such requirements and to

provide services as set out in the Bid document following is our quotation summarizing our commercial proposal. Total Bid Price (In Figures) Rs. (In Words) Rs. We attach hereto the detailed commercial proposal breakup as required by the Bid document,

which constitutes our proposal. We undertake, if our proposal is accepted, we will obtain a performance security issued by a nationalized bank in India, acceptable to DPGR for a sum equivalent to make it Rs.10,00,000 (ten lacs) in mentioned above of the total price as quoted in

our commercial proposal of the Bid document for the due performance of the contract. We agree for unconditional acceptance of all the terms and conditions in the Bid document and

also agree to abide by this Bid response for a period of 180 days from the date fixed for Bid opening and it shall remain binding upon us, until within this period a formal contract is prepared

and executed, this Bid response, together with your written acceptance thereof in your notification of award, shall constitute a binding contract between us.


DPGR 33

We confirm that the information contained in this proposal or any part thereof, including its

exhibits, schedules, and other documents and instruments delivered or to be delivered to the DPGR is true, accurate, and complete. This proposal includes all information necessary to ensure that the statements therein do not in whole or in part mislead the DPGR as to any material fact.

We agree that you are not bound to accept the lowest or any Bid response you may receive. We also agree that you reserve the right in absolute sense to reject all or any if the products/ service

specified in the Bid response without assigning any reason whatsoever. It is hereby confirmed that I/We are entitled to act on behalf of our corporation/company/

firm/organization and empowered to sign this document as well as such other documents, which may be required in this connection. (Signature)

(In the capacity of)………………………………………………….. Duly authorized to sign the Bid Response for and on behalf of: (Name and Address of Company)

Seal/Stamp of bidder CERTIFICATE AS TO AUTHORISED SIGNATORIES I, certify that I am …………………………… of the …………………, and that …..…………………………… who

signed the above Bid is authorized to bind the corporation by authority of its governing body. Date:

Place: Name and Designation with Seal


DPGR 34

COMMERCIAL BID – Item Wise Price Schedule Project Implementation Cost - Commercial Bid for supply, installation, commissioning, etc. Cost of desktop computers and multifunction printers will bequoted as lease price for three years. The ownership will remains with successful bidder. It will responsibility of the bidder to maintain the Annual Maintenance Contract (AMC) of the supplied hardware.

Level Particulars Group

Basis No. of

Years

Unit Cost Units Amount Remark

One

Tim

e Co

st(A

)

Software Application Development

G1 One time NA

12 no.- Desktop Computers with 3 years Warranty

G2 One time NA

3 no.-Multifunction Printer (Scanner, Laser Print, Copy) with 3 years Warranty

One time NA

12 no.-Scanner equipment with 3 years Warranty

One time NA

Total Cost of (A)

O

&M

Cos

t(B)

12- Back Office Executives-

G3 Per Month 3 36

1- Supervisor Per Month 3 36

1- Project Manager Per Month 3 36

One Time Training (700 officials)

One Time Per

Person

NA

700

Consumables (Cartridge/ribbon etc.)

Per Month 3 36

Total Cost of (B)

GrandTotal – Finally Quoted Bid Price(InFigures)–Rs. GrandTotal – Finally Quoted Bid Price(InWords)–Rs. Notes:-


DPGR 35

(1) The Prices mentioned above are inclusive of all levies, freight, insurance, taxes etc. (2) All amounts shall be expressed in Indian Rupees Only.

(3) Price shall remain fixed for the entire contract period. (4) In case of discrepancy between amount given in words and figures, the details given in

words shall prevail.

(5) During the contract period, the Department may require additional hardware or manpower apart from the quantities mentioned aforesaid, in such a scenario the additional resource(s) shall be provided by the successful bidder at the unit rates (plus

taxes) as mentioned aforesaid. Signature Date: Place: Name and Designation with Seal

33. ANNEXURE D – SELF-DECLARATION

SELF-DECLARATION

Bid No. DPGR-1/2014

Ref: ______________________ Date:

To, Director, Department of Public Grievance Redressal, 74 B, Ground Floor, Vallabh Bhavan, Bhopal-462003,Madhya Pradesh

In response to the Tender ____________________________________________ dated

___________ for running the project, as a owner/partner/Director of

___________________________________________ I / We hereby declare that our

Company/firm ___________________is having unblemished past record and was not declared

ineligible for corrupt & fraudulent practices either indefinitely or for a particular period of time. Name of the Bidder: -


DPGR 36

Signature: -

Seal of the Organization: -

34. ANNEXURE E – HARDWARE SPECIFICATION

1. Specification for Desktop Computer:

Type Details Compliance (Y/N)

CPU i5 4th generation Intel processor/ AMD A 10 Series, minimum 3.20 GHz, minimum 4M Cache

Hard Disk drive 500 GB Serial ATA HDD.

Monitor 17" TFT (or above upto 19") Digital Color LED/LCD Monitor Keyboard Bilingual (Hindi & English) Keyboard with 104 or higher keys Mouse USB Optical Mouse, Two button Scroll

Ports 6 USB Ports (with at least 2 in front), 1 Serial, Audio ports for microphone and headphone in front.

Cabinet Mini Tower DVD ROM Drive 8X or better DVD Writer

Networking facility

10/100/1000 on board integrated Network Port with remote booting facility remote system installation, remote wake up.

Product Certifications

Windows 7 & Linux Certification. However UL and FCC Certification is preferable

OEM Certifications

ISO 9001-14001, ISO 9001-2008, Should be in the list of Top 5 Desktop brands as per IDC report published for India during year 2010. However Greenpeace international certification is preferable


DPGR 37

Power Management

Screen Blanking, Hard Disk and System Idle Mode in Power On, Set up Password, Power supply SMPS Surge protected.

2. Multi-Function Laser (Print, Scan, Copy):

Type Details Compliance (Y/N) Functions All-in-onefunctions Print,Copy,Scan Multitaskingcapability Yes Printingspecifications Print speed, black (normal quality mode)

18PPMorhigher

Firstpageout(black) Asfastas8to9second Monthlydutycycle Upto8000pages Printtechnology Laser

Printresolution,black Minimum600x600x2dpipreferable Upto1200x1200dpi

Scannerspecifications Scannertype Flatbed,ADF Scanresolution,optical Upto1200dpi Bitdepth 24-bitOR64bit Scansize,maximum(flatbed) Legal (21.5 x 35.5) Scansize,maximum(ADF) Legal (21.5 x 35.5) Scanspeed(default) 15ppmorhigher Copierspecifications Copyresolution,black Upto600x600dpi Copyreduce/enlargesettings 25to400%

Maximumnumberofcopies Upto99copies

Compatibility WindowsXP/WindowsVista/Windows 7/Linux

3. Scanner Equipment:

The bidder should adopt the best available scanning equipment which hasfollowing minimum features:

• High speed – minimum 15 pages/minutes • Auto feed • Auto correction • Multipage scanning

RFP for Selection Of Agency for Grievance … for Selection Of...REQUEST FOR PROPOSAL FOR Selection...

Documents

Transcript of RFP for Selection Of Agency for Grievance … for Selection Of...REQUEST FOR PROPOSAL FOR Selection...