RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA
(Volume-I)
RFP Reference No.: Plng/2018/IF-152/202
Date of Publication: 22/01/2018
Bid Fee: INR 20,000 only (INR Twenty Thousand Only)
RFP Issuing Authority: Officer on Special Duty
Greater Noida Industrial Development Authority
Plot No. 01, Knowledge Park-04, Greater Noida
Gautam Budh Nagar, Uttar Pradesh 201308
Ph: 0120 233-6007, 6016
Fax: 0120 233-6002, 233-6006
e-Mail: [email protected], [email protected]
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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Table of Contents
DISCLAIMER............................................................................................................................................. 7
Abbreviations and Definitions ................................................................................................................ 8
Invitation of e-Bids and Notice Inviting e-Bids (NIB)............................................................................. 10
1.0 Introduction ............................................................................................................................. 13
1.1 About Greater Noida Industrial Development Authority (GNIDA) ................................. 13
1.2 Organizational Structure of GNIDA ................................................................................. 13
1.3 GNIDA Divisions (Departments) ...................................................................................... 14
1.4 Key GNIDA Functions ...................................................................................................... 18
1.5 Existing IT Landscape of GNIDA ....................................................................................... 22
2.0 Functional Requirements Specifications .................................................................................. 27
2.1 ERP System for GNIDA ..................................................................................................... 27
2.1.1 Common Functional Requirements Specifications (FRS) .................................................... 34
2.1.2 FRS – Planning Division ........................................................................................................ 43
2.1.3 FRS – Land Division .............................................................................................................. 45
2.1.4 FRS – Property (Builders, Commercial, IT, Residential, Group Housing, Industry etc.) ....... 46
2.1.5 FRS – Projects Division (including Tender Cell) ................................................................... 48
2.1.6 FRS – Urban Services Division ............................................................................................. 49
2.1.7 FRS – Finance Division ......................................................................................................... 50
2.1.8 FRS – Human Resources Division ........................................................................................ 52
2.1.9 FRS – Marketing Division ..................................................................................................... 53
2.1.10 FRS – Systems Division ...................................................................................................... 53
2.1.11 FRS – Assets (Purchase/Store) Division ............................................................................. 54
2.1.12 FRS – Health Division ......................................................................................................... 55
2.1.13 FRS – Horticulture Division ................................................................................................ 56
2.1.14 FRS – Law Division ............................................................................................................. 57
2.1.15 FRS – RTI Cell ..................................................................................................................... 58
3.0 Process Documentation ........................................................................................................... 60
3.1 Overview - Planning Division ........................................................................................... 60
3.1.1 Formulation of Annual & Quarterly Action Plans ........................................................... 62
3.1.2 Formulation of Master Plan ............................................................................................ 62
3.1.3 Identification & selection of land for acquisition ............................................................ 64
3.1.4 Sector Layout Planning .................................................................................................... 65
3.1.5 Registration of Architects ................................................................................................ 67
3.1.6 Building Plan Approval .................................................................................................... 67
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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3.1.7 Issuance of Occupancy Certificate .................................................................................. 73
3.1.8 Planning and management of special projects ............................................................... 75
3.1.9 Building Design and Landscaping .................................................................................... 77
3.1.10 Challenges & Expectations .......................................................................................... 78
3.2 Overview - Land Division ................................................................................................. 79
3.2.1 Acquisition of Land from land owners – proposal based ................................................ 81
3.2.2 Acquisition of Land from land owners – direct purchase ............................................... 86
3.2.3 Resumption of land ......................................................................................................... 92
3.2.4 Challenges & Expectations .............................................................................................. 92
3.3 Overview - Property, Institutional, IT, Builders, Commercial, Industry Division ............. 93
3.3.1 Scheme formulation and processing ............................................................................... 94
3.3.2 Registration of property (execution of Lease Deed) ..................................................... 101
3.3.3 Allottee Services ............................................................................................................ 104
3.3.4 Collection of fees/dues ................................................................................................. 110
3.3.5 Challenges & Expectations ............................................................................................ 113
3.4 Overview - Projects Division .......................................................................................... 114
3.4.1 Topographical survey and verification of land .............................................................. 115
3.4.2 Project Development .................................................................................................... 117
3.4.3 Challenges & Expectations ............................................................................................ 130
3.5 Overview - Urban Services Division ............................................................................... 130
3.5.1 Housekeeping/Maintenance ......................................................................................... 132
3.5.2 Encroachment Removal ................................................................................................ 136
3.5.3 Advertising/ Bill-boards ................................................................................................. 137
3.5.4 Security Management ................................................................................................... 137
3.5.5 Challenges & Expectations ............................................................................................ 138
3.6 Overview - Health Division ............................................................................................ 138
3.6.1 Solid Waste Management ............................................................................................. 140
3.6.2 Sweeping and fogging activities .................................................................................... 141
3.6.3 Removal of dead animals and birds .............................................................................. 141
3.6.4 Maintenance of population statistics............................................................................ 142
3.6.5 Challenges & Expectations ............................................................................................ 142
3.7 Overview - Horticulture Division ................................................................................... 143
3.7.1 Consultation on Layout Plan ......................................................................................... 144
3.7.2 Project Development .................................................................................................... 145
3.7.3 Horticulture Development & Maintenance .................................................................. 147
3.7.4 Challenges & Expectations ............................................................................................ 149
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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3.8 Overview - Finance Division .......................................................................................... 150
3.8.1 Disbursement of payments to external users ............................................................... 151
3.8.2 Scrutiny of files for all divisions ..................................................................................... 153
3.8.3 Payroll Processing ......................................................................................................... 153
3.8.4 Accounting (Processing of P&L, Balance Sheet, Fund Flow Statement) ....................... 153
3.8.5 Formulation of Annual Budget ...................................................................................... 154
3.8.6 Challenges & Expectations ............................................................................................ 154
3.9 Overview - Human Resources Division ......................................................................... 155
3.9.1 Management of personnel functions ............................................................................ 156
3.9.2 Cadre Development ...................................................................................................... 158
3.9.3 Organization/coordination for Board Meetings ........................................................... 159
3.9.4 Challenges & Expectations ............................................................................................ 159
3.10 Overview- Marketing Division ....................................................................................... 160
3.10.1 Promotion and sale of services ................................................................................. 161
3.10.2 Customer Relations Cell ............................................................................................ 162
3.10.3 Challenges & Expectations ........................................................................................ 163
3.11 Overview - Assets (Purchase & Store) Division ............................................................. 163
3.11.1 Purchase of consumables & fixed assets .................................................................. 165
3.11.2 Store and fixed asset recording system .................................................................... 167
3.11.3 Challenges & Expectations ........................................................................................ 168
3.12 Department Overview - Systems Division ..................................................................... 169
3.12.1 Software development ............................................................................................. 171
3.12.2 Issuance of hardware ................................................................................................ 172
3.12.3 Maintenance, upgradation and replacement of hardware & software ................... 175
3.12.4 Renewal of network licenses .................................................................................... 176
3.12.5 Creating and managing data back-up ....................................................................... 177
3.12.6 Grievance redressal .................................................................................................. 178
3.12.7 Challenges & Expectations ........................................................................................ 178
3.13 Overview - Law Division ................................................................................................ 179
3.13.1 Management of all ongoing court cases ................................................................... 181
3.13.2 Advice on legal matters ............................................................................................ 182
3.13.3 Challenges & Expectations ........................................................................................ 183
3.14 Overview - RTI Cell ........................................................................................................ 183
3.14.1 Delegation of RTIs ..................................................................................................... 185
3.14.2 Challenges & Expectations ........................................................................................ 186
3.15 Common Processes ....................................................................................................... 187
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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3.15.1 Online Grievance Redressal ...................................................................................... 187
3.15.2 Jansunwai .................................................................................................................. 188
3.15.3 Tender Management ................................................................................................ 190
3.15.4 Contract Management .............................................................................................. 196
3.15.5 Policy formulation ..................................................................................................... 196
3.15.6 Organization/coordination for Meetings .................................................................. 198
4.0 Technical Requirement Specifications ................................................................................... 199
4.1 Implementation of ERP Application .............................................................................. 199
4.2 Design and Development of Web Portal ....................................................................... 199
4.3 System Architecture ...................................................................................................... 200
4.4 Internet and Intranet Enabled ...................................................................................... 204
4.5 User Interface ................................................................................................................ 204
4.6 Workflow Integration Approach ................................................................................... 205
4.7 Integration ..................................................................................................................... 206
4.8 Import/ Export Facility .................................................................................................. 207
4.9 Data Migration .............................................................................................................. 207
4.10 Hosting Services ............................................................................................................ 208
4.11 Online Training and Help Facility .................................................................................. 208
4.12 Installation/ Upgrade/ Enhancement ........................................................................... 209
4.13 Scalability ...................................................................................................................... 209
4.14 Security .......................................................................................................................... 210
4.15 System Control and Audit ............................................................................................. 212
4.16 Data Backup/ Data Archival/ Restore............................................................................ 212
4.17 Database ........................................................................................................................ 213
4.18 Enterprise Management System ................................................................................... 213
4.19 Operations ..................................................................................................................... 214
5.0 Schedule of Services .............................................................................................................. 216
5.1 Business Process Analysis .............................................................................................. 216
5.2 Requirement Study and Preparation of Business Blueprint & Design .......................... 217
5.3 Implementation of ERP Application .............................................................................. 218
5.4 Design and Develop Web Portal ................................................................................... 219
5.5 Integration of ERP Application and Web Portal ............................................................ 219
5.6 Data Migration .............................................................................................................. 220
5.7 Testing of ERP Application and Web Portal .................................................................. 220
5.8 Acceptance Testing ....................................................................................................... 221
5.9 Commissioning of ERP Application and Web Portal ..................................................... 222
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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5.9.1 Hosting Requirements: .................................................................................................. 223
5.10 Documentation ............................................................................................................. 223
5.11 Go-live of ERP Application and Web Portal ................................................................... 224
5.12 Training and Capacity Building ...................................................................................... 224
5.13 Warranty ....................................................................................................................... 226
5.14 Annual Maintenance Contract (AMC) ........................................................................... 226
5.1.1 Technical Support .......................................................................................................... 227
5.1.2 Helpdesk Support .......................................................................................................... 227
5.1.3 Business Operation Support .......................................................................................... 229
5.1.4 Change Request ............................................................................................................ 229
5.1.5 Monthly Reporting ........................................................................................................ 230
5.15 Project Management..................................................................................................... 230
5.16 Project Monitoring and Reporting ................................................................................ 231
5.17 Business Continuity Planning ........................................................................................ 232
5.18 Supply of Software/ Licenses ........................................................................................ 232
5.19 Authorization, Security and Access ............................................................................... 232
5.20 Disaster Recovery and Back-up Policy........................................................................... 232
5.21 Knowledge Transfer ...................................................................................................... 233
5.22 General Scope ............................................................................................................... 233
6.0 Service Level Agreement........................................................................................................ 235
6.1 Purpose of this Agreement ........................................................................................... 235
6.2 Escalation Mechanism ................................................................................................... 235
6.3 Service Levels ................................................................................................................ 236
6.4 SLA Supervision ............................................................................................................. 241
6.5 SLA Change Control ....................................................................................................... 242
6.6 SLA Change Process ....................................................................................................... 242
6.7 Version Control ............................................................................................................. 242
6.8 Issue Management Process ........................................................................................... 242
6.9 Issue Escalation Process ................................................................................................ 243
6.10 Risk and Cost Factor ...................................................................................................... 243
6.11 Breach of SLA................................................................................................................. 243
6.12 Exclusions ...................................................................................................................... 244
7.0 Project Schedule .................................................................................................................... 245
Annexure-I: Department-wise User Details and Business Operation Support Staff & Training Requirement Sheet ............................................................................................................................. 246
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
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DISCLAIMER
This RFP is not an offer by Greater Noida Industrial Development Authority, but an invitation to receive
electronic proposals/ e-bids from interested eligible bidders for selection of System Integrator for the
design, development, implementation and maintenance of ERP Solution for GNIDA.
No contractual obligation whatsoever shall arise from the RFP process unless and until a formal
contract is signed and executed between Greater Noida Industrial Development Authority and the
System Integrator.
This RFP is being issued with no financial commitment and GNIDA reserves the right to withdraw the
RFP and change or vary any part thereof or foreclose the same at any stage.
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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Abbreviations and Definitions Table 1: Abbreviations and Definitions
# Abbreviation Explanation/ Definition
1. Application ERP Application for GNIDA
2. BG Bank Guarantee
3. BoM Bill of Material
4. CA Chartered Accountant
5. CMMi Capability Maturity Model Integration
6. CMS Content Management System
7. COTS Commercial Off The Shelf
8. CSP Cloud Service Provider
9. CV Curriculum Vitae
10. Day “Day” means calendar day
11. DMS Document Management System
12. EA Enterprise Architecture
13. EMD Earnest Money Deposit
14. EMR Electromagnetic Field Radiation
15. EMS Enterprise Management System
16. ERP Enterprise Resource Planning
17. eSAFE eGovernance Security Assurance Framework
18. External Users
Any user except GNIDA officers and staff i.e. Allotees, Builders, Developers, Farmers, Residents etc.
19. FAQ Frequently Asked Question
20. FBG Financial Bank Guarantee
21. GIGW Guidelines for Indian Government Websites
22. GNIDA Greater Noida Industrial Development Authority
23. GoI Government of India
24. GR Gross Revenue
25. GST Goods and Services Tax
26. GUI Graphical User Interface
27. HQ Headquarter
28. ICT Information and Communication Technology
29. IEEE Institute of Electrical and Electronics Engineers
30. INR Indian National Rupee
31. Internal Users
GNIDA officers and staff
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
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32. ISO International Organisation for Standardisation
33. IT Information Technology
34. ITeS Information Technology enabled Services
35. LAN Local Area Network
36. LD Liquidated Damages
37. LoA Letter of Acceptance
38. LoI Letter of Intent
39. MAF Manufacture’s Authorization Form
40. MeitY Ministry of Electronics and Information Technology, Government of India.
41. MIS Management Information System
42. OEM Original Equipment Manufacturer
43. OGPL Open Government Platform
44. O&M Operations and Maintenance
45. OWASP Open Web Application Security Project
46. PBG Performance Bank Guarantee
47. PoA Power of Attorney
48. PSU Public Sector Undertaking
49. QCBS Quality cum Cost Based Selection
50. REST Representational State Transfer
51. RFP Request for Proposal
52. SDLC Software Development Life Cycle
53. SDS Software Design Specifications
54. SI System Integrator
55. SLA Service Level Agreement
56. SOA Service Oriented Architecture
57. SOAP Simple Object Access Protocol
58. Solution ERP Application and Web Portal for GNIDA
59. SRS Software Requirement Specifications
60. SSL Secure Socket Layer
61. System ERP Application and Web Portal for GNIDA
62. TLS Transport Layer Security
63. UAT User Acceptance Testing
64. WAN Wide Area Network
65. WPF Wireless Planning Finance
66. XINS XML Interface for Network Services
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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Invitation of e-Bids and Notice Inviting e-Bids (NIB)
1. Greater Noida Industrial Development Authority invites electronic bid (e-Bid) proposals
from reputed, competent and professional Information Technology (IT) Firms, who meet
the minimum eligibility criteria and successfully qualifies on technical evaluation
parameters as specified in this RFP document, for the Design, Development,
Implementation and Maintenance of ERP Solution for GNIDA.
2. A “single stage - two envelope” procedure shall be adopted for the selection of a SI. A
bidder would be selected on the basis of QCBS method wherein a bidder with highest
composite score would be selected for the implementation of the project.
3. Bidder (authorised signatory) shall submit both technical and financial proposals in
electronic formats (e-bids) online at “https://etender.up.nic.in”, and shall pay the Bid Fee
and Earnest Money Deposit (EMD) through RTGS. The scanned copy of RTGS with
transaction ID certified by the same bank must be enclosed along with the technical
proposal of e-Bid. The Bid Fee will be non-refundable.
4. GNIDA will not be responsible for any delay in online submission due to any reason. For
this, bidders are requested to upload the complete bid well in advance so as to avoid 11th
hour issues like slow speed; choking of web site due to heavy load or any other unforeseen
problems.
5. Please note that a Pre-Bid meeting of the prospective bidders, who have purchased the
tender/ bidding document, is scheduled as per the details specified in this NIB. The
objective of this meeting is to address the queries of the prospective bidders related to
the Project and/ or tender/ bidding document.
6. No contractual obligation whatsoever shall arise from the RFP/ bidding process unless and
until a formal contract is signed and executed between GNIDA and SI.
7. Bidders who wish to participate in this bidding process must register on e-tender portal
i.e. “https://etender.up.nic.in”.
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Notice Inviting e-Bids (NIB) RFP Reference No.: Plng/2018/IF-152/202 Date: 22/01/2018 Greater Noida Industrial Development Authority invites electronic bids (e-bids)/ proposals from eligible bidders for Selection of System Integrator for Design, Development, Implementation and Maintenance of Revenue Management System.
Greater Noida Industrial Development Authority Plot No. 01, Knowledge Park-04, Greater Noida Gautam Budh Nagar, Uttar Pradesh 201308 Ph: 0120 233-6016, 6030, 6031, 6032, 6033 Fax: 0120 233-6002, 233-6006 e-Mail: [email protected], [email protected]
Request for Proposal for selection of Systems Integrator (SI) for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA
Bid Fee INR 20,000/- (INR Twenty Thousand Only, non-refundable) through RTGS only
Earnest Money Deposit (EMD)* INR 50 Lakhs (Rupees Fifty Lakh Only) through RTGS only
Date of Publishing the NIB 22/Jan/2018 at 05:00 PM
Last Date of Submission of Pre-bid Queries
02/Feb/2018 at 03:00 PM
Date, Time and Venue of Pre-bid Meeting
05/Feb/2018 at 03:00 PM Venue: Greater Noida Industrial Development Authority, Plot No. 01, Knowledge Park-04, Greater Noida, Gautam Budh Nagar, Uttar Pradesh 201308
e-Bid Submission Start Date and Time 06/Feb/2018 at 09:00 AM
e-Bid Submission End Date and Time 05/Mar/2018 at 05:00 PM
Date and Time for Submission of Bid Fee and EMD
The scanned copy of RTGS with transaction ID certified by the same bank shall be enclosed along with the technical proposal of e-Bid*
Technical Bid Opening Date and Time 07/Mar/2018 at 03:00 PM
Financial bid Opening Date and Time To be communicated to the technically qualified bidders at the later stage
Account Details for furnishing Bid Fee:
Bank of Baroda Gamma II, Greater Noida A/C No. 98250100008324 IFSC Code: BARB 0 GAMNOI
Account Details for furnishing EMD:
Bank of Baroda Gamma II, Greater Noida A/C No. 98250100005634 IFSC Code: BARB 0 GAMNOI
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
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Websites for downloading the RFP Document, Corrigendum’s, Addendums etc.
Interested SI may download the RFP Document from: “https://etender.up.nic.in” “http://www.greaternoida.com/”
Contact person name and contact details
Name: Dr. Vibha Chahal (IAS), Officer on Special Duty Address: Plot No. 01, Knowledge Park-04, Greater Noida, G. B. Nagar, Uttar Pradesh 201308 E-mail Id: [email protected], [email protected] Phone No.: 0120-233-6007/ 6016
Bid Validity 180 Days from the bid submission end date
* In case, bidder fails to pay/ submit the Bid Fee and EMD details (as prescribed above) with technical proposal of e-bid, the bid of the bidder shall be treated as non-responsive and shall be rejected.
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
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1.0 Introduction
1.1 About Greater Noida Industrial Development Authority (GNIDA)
Greater Noida Industrial Development Authority (GNIDA) is an undertaking of the
Government of Uttar Pradesh, formulated to develop Greater Noida as integrated modern
city. The Authority was formulated under the UP Industrial Area Development Act, 1976. It is
the nodal agency entrusted with planning, developing, regulating and operations of the city.
The Authority carries out functions related to estate management, land management, urban
service management, project management and planning. City level services such as
landscaping and horticulture are also the responsibility of the Authority.
1.2 Organizational Structure of GNIDA
The organizational structure of the Authority is depicted in the diagram below:
Figure 1. Organizational Structure of GNIDA
The Authority is headed by a Chief Executive Officer (CEO), who is in turn may be supported
by an Additional Chief Executive Officer (ACEO) and a Deputy Chief Executive Officer (DCEO),
all of whom are IAS officers on deputation from the Government of Uttar Pradesh. These
officers form the top of the organizational ladder; under them are a number of officers who
head GNIDA’s 20 Divisions and manage the teams working therein. The Authority employs a
standard cadre structure, which is organized as follows:
Figure 2. Broad Cadre Structure of GNIDA
CEO
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La
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Pro
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Ind
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Co
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Inst
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Bu
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6%
Ab
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i
Pro
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Tender Cell
Urb
an
Se
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Fin
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Hu
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eso
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Ma
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Ass
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/Sto
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Ho
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La
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ACEO DCEO
General Manager
(G.M.)
Deputy General
Manager (D.G.M)
Sr. Manager
Manager (Grade 1)
Manager (Grade 2)
Assistant Manager (Grade 1)
Assistant Manager (Grade 2)
Staff
Decreasing seniority
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This reporting hierarchy exists broadly across all Divisions, with a provision for various
Division-specific variations. For example, in the context of Projects Division, all levels below
Deputy General Manager (i.e. Senior Manager and below) operate within a unit known as a
Work Circle, handling project development and works for a particular area. In some Divisions,
the presence of multiple work streams means that multiple Senior Manager- and Manager-
level resources are required; for example, in Planning, where work is primarily divided
between units dedicated to Planning and Architecture, those units are currently headed by
the Sr. Manager (Planning) and Sr. Executive (Architecture), respectively.
Flexibility is required in observation of this cadre structure. There will not always necessarily
be a GM or DGM level resource available to head a Division, due to the finite availability of
Level 1 government employees, as well as the deputation and internal transfer policies
implemented within the Authority. Therefore, we can classify a parallel category of resource:
Head of Department (HOD). The HOD will be the senior-most active member(s) of the
Division, and will act as the internal approving authority for any work done, proposal
prepared, tender written, etc.
Currently, the organization has 261 regular staff with another 28 under deputation. These do
not include the contractual staff hired by GNIDA. The breakup of the regular and under-
deputation staff, as per class, is as given below:
*The above does not include contractual staff.
1.3 GNIDA Divisions (Departments)
Division Description
Planning Division The Planning Division is responsible for the overall visualization of the city as a
whole and for formulating master and sector-wise layout plans accordingly. A
project shall be initiated by the Planning Division, and subsequently named and
allocated to a designated Manager (Landscaping/Horticulture) by the Deputy
General Manager (Planning).
The Division is responsible for town planning, including plotting, designation
of land use and planning for hard/soft infrastructure, building plan approval,
landscaping, building designs, occupancy certification and signage.
Table 2: Staff Strength by employee category
Regular Under Deputation Total
Class I 14 7 21
Class II 50 5 55
Class III 158 16 174
Class IV 39 0 39
Total 261 28 289
RFP for Selection of System Integrator for Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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The Division’s functions stem primarily from the formulation of a Master Plan;
based on the inputs derived from the Plan, the Division identifies and selects
the land for the purpose of acquisition and allotment. Once the land is
identified and selected, planning Division commences more detailed layout
planning and facilitation of building plan approval, post which an occupancy
certificate is awarded to the contractor or allottee.
Land Division The Land Division takes care of land acquisition and resumption on behalf of
the Authority. The Division is also responsible for verification of identified land,
taking physical possession of acquired land, and the distribution of the land
parcels. The Land Division must liaise with district-level, state-level and
Revenue authorities on a regular basis. The function of land acquisition may be
undertaken via a proposal submitted to the aforementioned authorities, or by
directly engaging with farmers for acquisition of land.
Property-related
Divisions
There are 7 property-related Divisions working within the Authority, each
handling management of plots categorized under one or more verticals. They
are as follows:
► The Property Division handles the Residential and Group Housing
verticals
► The Industry Division handles the Industrial vertical
► The Commercial Division handles the Commercial vertical
► The IT Division handles the IT vertical
► The Institutional Division handles the Institutional vertical
► The Builders Division handles the Builders vertical
► The 6% Abadi Division handles the 6% Abadi vertical.
Each of the Divisions given above is responsible for property allotment and
management of allottees under its assigned vertical(s). Each Division executes
a similar set of functions, albeit within the scope of an individual property
vertical. A broad overview of those functions is as follows:
► Formulation of schemes for allotment of property, and allotment of
property in line with those schemes.
► Registration, allotment, recovery of amounts due against each property,
as well as all correspondence with allottees
► Registration of plots and execution of Lease Deeds in line with scheme
terms & conditions
► Provision and management of post-allotment services, such as transfer,
succession, change in constitution (CIC), mutation and rent permissions
► Collection of fees and dues in line with prescribed payment plans for each
scheme/allotment
► Coordinating with Customer Relations Cell, providing information and
speedy redressal of cases referred
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► Generation of such MIS reports as may be prescribed from time to time
Projects Division A project shall be initiated by the Project Division based on either budget
provisions for the year, an advice from Planning Division or an advice from
Village Infrastructure Development (a sub-Division of Social Development
Division). The project shall be named and allocated to a designated Work Circle
by GM (Projects). Each Circle than then shall be responsible for planning,
tendering and execution of the Projects.
The Project Division is responsible for completing engineering functions
including detailed estimates, time scheduling, construction, bills verification,
appointment and monitoring of contractors and development of properties
and infrastructure under schemes.
Apart from execution of Projects, maintenance of all authority’s assets
including those of Urban Services also fall within the purview of the works
Division. The works Division also undertakes landscape and horticulture
planning and execution works.
The Tender Cell exists under the umbrella of the Projects Division, and is
responsible for management of the tender process, from the receipt of
Administrative Sanction/Expenditure Approval from the relevant authority
through to the award of a project/contract to a work circle or third party entity.
Tenders may be issued for the contracting of services during various stages of
the land management process, but also for support activities, including
advertising and security management.
Urban Services
Division
The Urban Services Division of the Authority caters to the municipal service
requirement of the city, thereby being primarily responsible for public
transport, security management of sectors, advertising, maintenance of
infrastructure within the City. In addition, the Division manages the City’s
water & sewer connections, facilitates resolution of encroachment cases
through a dedicated cell of encroachment removal officers, engaging with
advertisers seeking to market their product on the City’s billboards, and
managing the security of both the Organization’s offices and utility centres
and, in some cases, that of the sectors themselves. The Divisions tasks are
executed on a continuous basis, as well as in specific cases where requests
and/or complaints are raised by the residents or allottee.
Health Division The Health Division is responsible for solid waste collection and management
in the City. Among the Division’s responsibilities are collection of waste from
households and public places, sweeping of public spaces, such as internal
roads, marketplaces and institution and removal of dead animals and birds.
The Division is centrally managed, but outsourced ground-level work to
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external agencies via tender. In addition, the Health Division manages registry
of births and deaths in the City and the surrounding villages.
Horticulture
Division
The Horticulture Division is responsible for horticulture development and
maintenance within the City, primarily with respect to activities such as
greening and creating habitable environment with attractive amenities. The
Division also consults with the Planning Division on formulation of various
layout plans, particularly with respect to designated green areas.
Finance Division The Division of GNIDA are, on their own, not to handle funds intended for
disbursement to external or internal entities. The Finance Division, on
advisement from the respective Division within GNIDA and receipt of approval
form the requisite authority, disburses funds to these entities – e.g. refunds
issued to unsuccessful allotment applicants, compensation disbursed to
farmers for land, etc. All activity in context of fund mobilization, payments,
budget formulation, accounting and book keeping are taken care of by this
Division. The Division also consults on key processes, including but not limited
to tendering and the issuance of administrative sanctions and expenditure
approvals.
Human
Resources
Division
The Human Resources is responsible for management of all personnel involved
internally with the authority. This responsibility extends to regular employees,
contractual staff, employees on deputation and any agencies or entities. The
Division handles standard human resource management functions, including
payroll processing, cadre development (i.e. promotion and training), employee
welfare and benefits, and employee sanctions. The CEO, GNIDA, is the
appointing authority to whom all matters pertaining to human resources are
forwarded for approval.
Marketing
Division
The Marketing Division is the primary customer-facing body within GNIDA.
They are responsible for management of all internal and external
communications, including but not limited to the publication of schemes for
allotment under different property verticals and publication of tenders
through various print media outlets (as per requirement of the division floating
the tender). In addition, the Marketing Division manages the Customer
Relations (CR) Cell, which acts as the primary point of contact for external
stakeholders submitting documents, paying fees, or simply visiting the
Authority’s offices.
Assets (Purchase
& Store) Division
The Assets (Purchase & Store) Division is responsible for the procurement of
all categories of assets including consumables (IT consumables, RO water, and
tea), dead stock and fixed assets (furniture), as well as maintenance of those
assets. The Division’s functions span the entire procurement value chain, from
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requirement gathering and budgeting, to procurement of assets to recording
of store and fixed assets and generation of MIS as required.
Systems Division The Systems Division is responsible for establishing, monitoring and
maintaining the IT systems used by the larger Authority, as well as its external
stakeholders. This involves hardware tasks, such as procurement,
maintenance, upgrading, as well as software-related tasks, such as software
development, management of data backup and management of the
Authority’s two online grievance redressal portals
Law Division The Law Division caters to the Legal aspects of the Organization. It supports
the organization in terms of Legal framework and gives it the necessary
support by lodging or attending the legal cases either by lodging the cases or
responding to the cases lodged against the Organization. The Division
maintains a panel of lawyers and advocates in addressing individual cases.
RTI Cell The Right to Information (RTI) Cell operates as a nodal office for RTI queries
received for response by GNIDA and its constituent divisions. The Cell is
responsible for initial receipt of the queries, and for delegation of those
queries to the concerned department for appropriate response.
Common
functions
The Authority handles a variety of functions that are not owned by any one
Division. These functions may be undertaken by any one or more Division(s)
on an as-is-where-is basis; the process for doing so remains the same
regardless of stakeholders involved:
► Online Grievance Redressal (Online Grievance Portal, IGRS)
► Jansunwai
► Tender Management
► Contract Management
► Policy formulation
► Organization/coordination for Meetings
1.4 Key GNIDA Functions
The 20 Divisions and Cells of the Greater Noida Industrial Development Authority (GNIDA)
may be broadly stratified into three segments: Primary Core Functions, Secondary Core
Functions, and Support Functions. The classification of departments within this framework is
provided as Figure 1 below.
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Primary Core Functions
(Land acquisition,
development & management)
Secondary Core Functions
(Piecemeal infrastructure
development)
Support Functions
(Independent internal
functions)
Planning Project (incl. Tender Cell) System (incl. IGRS Cell)
Land Urban Services HR/ Admin
Property (Group Housing,
Residential)
Horticulture Finance
Industry Health Marketing
Commercial Assets/ Store
Builders Law
IT RTI Cell
Institutional
6% Abadi
Figure 3. Broad Categorization of GNIDA Divisions
Of these, divisions handling Primary Core Functions are majorly responsible for the land
management, land allotment, land development and project management processes. GNIDA
has laid out an end-to-end standard operating procedure for these processes, the summary
of which is as follows:
1. The Planning Division formulates and periodically revises a city-wide Master Plan,
laying out broad plans for zoning, demarcating special areas (e.g. village abadis), and
provisioning green and horticultural areas (e.g. parks, forests). The Master Plan is
ratified post approval by the CEO, GNIDA.
2. Basis the inputs from the Master Plan, the Planning Division identifies land for survey
and potential acquisition by the Land Acquisition Division.
3. Land is acquired by the Land Acquisition Division either through proposal submitted
to the state- and district-level authorities, direct engagement with farmers/land
owners or resumption. Parallel surveys on land parcels identified by the Planning
Division are conducted by the Land and Project Divisions. Land Division conducts a
verification of revenue and land records, while the Project Division conducts physical
site visits to gauge variables such as suitability of land for development of a specific
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type of property, topography, etc. Survey findings are reported to the G.M. (Planning)
for incorporation into more detailed sector-specific layouts.
4. The Planning Division formulates more granular Sector Layout Plans, detailing the
specificities of various land uses and coordinating with all departments and
stakeholders (external/internal) for inputs. This process involves internal plotting of
sectors, design of landscape, preparation of project financing proposals (to be
validated by the Finance Division), framing of zoning regulations, standardization of
urban laws and building regulations, and hard/soft infrastructure planning.
5. The allotment process is initiated along two parallel channels. The bulk of allotments
(in Residential, Commercial, Institutional, Group Housing, IT and Builder zones) are
routed through the Property Division, while allotments in Industrial zones are routed
through the Industrial Development Division. The concerned teams formulate
schemes and policies for land allotment.
6. Schemes are floated in news and media channels by the Marketing Division with the
majority of scheme- and vertical-specific information and data sourced from the
concerned property-related Division
7. Allotments are finalized following multiple levels of Committee and administrative
review. Allotment is done by the concerned property-related Division (e.g. Residential,
Group Housing, Commercial, etc.), and may be done in one of four ways: drawing of
chits, open tender, interview of applicants and auction.
8. Property is registered and lease deed is executed.
9. GNIDA has empowered Architects registered with the Council of Architecture for
Sanction/Approval of Building Plans on individual plots. Sanction is provided on receipt
of all required applicant materials, and approval is granted post scrutiny by the
Authority. For residential plots up to 300 sq. meters in area and industrial plots up to
450 sq. meters in area, applications are facilitated through the online Building Plan
Application System. For plots larger than these thresholds, applications are processed
offline.
10. Individual building plans are approved by the Planning Division. Following inspection
of documents provided by the allottee and architect, as well as physical inspection of
the build site, the allottee is awarded with an Occupancy Certificate.
11. In parallel to steps 6-11, the Project Division carries out a variety of project
development activities for the purposes of building up infrastructure and completing
engineering functions including time scheduling, bill verification, and appointment
and monitoring of contractors. Depending on the size of the land area in question, the
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Project Division may operate through its constituent Work Circles, or initiate the
tender process via the Tender Cell to solicit and select a vendor/contractor.
The broad flow of the land planning, development and management process is depicted in
Figure 4 below:
A broad description of the independent and support functions executed by various Divisions
of GNIDA is depicted in Figure 5 below:
Figure 4. L1 Process Diagram - Land Planning, Acquisition, Development and Management
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Figure 5. L1 Process Diagram - Independent and Support Functions
1.5 Existing IT Landscape of GNIDA
The present status of computerization in GNIDA with respect to IT systems and software
currently utilized by its Divisions is given below:
1. Office Automation Software (OAS): Various office operational tasks like creating,
collecting and storing information are being eased out using OAS in the system. This
software functions as a management tool in the context of the Property Division (for
property management), Human Resources Division (for human resource management),
Urban Services Division (for water bill generation and management), Assets/Store Division
(for asset inventory) and Law Division (as a legal management system).
2. Integrated Grievance Redressal System (IGRS): Grievances of the
allottees/investors/contractors/ public in general are managed through online portal of
grievance redressal system being maintained at the website of GNIDA. Enabled by this
system, a dedicated IGRS Cell is able to delegate queries and complaints to the
appropriate division for response and/or resolution.
3. Jansunwai (Existing): The Government of Uttar Pradesh’s online portal for filing
complaints at all levels of government. Complaints are uniquely registered and tracked by
the mobile number of the complainant. The platform includes a provision to send
reminders if a resolution is not reached in the prescribed period. Following redressal of
the complaint, the complainant is given an opportunity to firstly decide whether the issue
has been resolved satisfactorily, and secondly to provide feedback. This platform has been
phased in in favor of the previously deployed Pradhikaran Diwas platform.
4. Geographical Information System (GIS): This system is in place for assisting Planning,
Project, Land & Properties divisions of GNIDA. Using GIS, these divisions can visualize,
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analyze and interpret the data relating to layout of sectors, satellite images of the sectors,
etc. With the help of GIS, all the information pertaining to a residential property can be
accessed at one click.
However, due to the resistance of the employees, this system is being used minimally by these divisions.
5. Allottee Online Services: This serves as a portal through which allottees can directly view
and manage their accounts, enabling them to pay bills online, view their billing history,
raise requests and complaints, manage post allotment services and maintain their own
details. Allotment numbers function as Unique IDs.
6. Payroll and Accounting cycle software: HRD and Finance divisions is using the payroll and
accounting cycle software for the purpose of payroll processing and accounting function
respectively.
7. Visitors Pass Management System: For issuance, management and recording of passes
for visitors to GNIDA’s offices.
8. Document Management System: The majority of GNIDA’s files and records are manually
created and maintained. This system acts as an integrated platform for scanning and
digitization of those files and records, and would be used for any future data migration.
9. Web-based Allottee Account Information System
10. Online Map Submission and Automatic Scrutiny System
11. Offline Challan Feeding by Banks
12. Ease of Doing Business Portal
13. File Tracking System
14. RTI Monitoring System
15. Mobile App for Urban Services and Payment of Out Standings
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Table 3: Existing IT Landscape of GNIDA
# Application Name
User Department
Application Functionalities Technology in Use
Standalone Application
Year of Implementation
Data Migration Require? If yes, no. of years of Data
Data Digitization Required? If yes, no. of years of Data
1. Office Automation
Residential, Builder, Industry, Institutional, Commercial, IT Dept. Group Housing, 6% Abadi Allotment etc.
Property Management, HRM, Asset and Inventory System, Legal Management system, Water Bill Generation System, complete user management of departmental users, complete information of allottees (successful and unsuccessful), random distribution of files for verification
.Net & Oracle 10g
No, This application is Integrated with GIS, Online Service Portal, Online Map Submission by UPLC, DMS
2009 Yes Complete data since 1992
Yes Only the Gap part
2. Integrated Grievance Redressal System
All Departments
Online grievance registration, distribution, forwarding, tracking, online closure etc. This functionality is available for Rural Grievances also.
.Net & SQL Server
Yes 2009 Yes Complete since 2009
No
3. Jansunwai Divas System
All Department
Registration, Forward to concern department, tracking, and closure etc.
.Net & SQL Server
Yes 2014 Yes Complete since 2014
No
4. GIS Application Planning, Project and Land
Sector Planning including road, drainage, electricity, police station, educational institutions, health institutions, land use, transport, green area, residential area, commercial area etc. planning
Auto Desk .Net & SQL Server
No, this application is Integrated with Office Automation since 2008
2008 No No
5. Allottees online services, allottees water bill delivery through email and sms, Greater Noida
Citizen Allottees online services, allottees water bill delivery through email and sms, online application for purchase of plot, Separate AutoCAD GIS application
.Net & SQL Server
No, This application is Integrated with Office Automation
2016 Yes 2016
No
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# Application Name
User Department
Application Functionalities Technology in Use
Standalone Application
Year of Implementation
Data Migration Require? If yes, no. of years of Data
Data Digitization Required? If yes, no. of years of Data
Business and Investment Portal
6. Payroll and Accounting Package
Finance Department
Entire payroll and accounting related activities
Developer 2000 / Form 6i and Oracle 10g
Yes 1998 Yes 1998
No
7. Visitors Pass Management System
Customer Relation Cell
For Gathering visitor information i.e. name, .Net and Oracle 10g
No, This application is integrated with Office Automation
2017 Yes 2017
No
8. Document Management System
All Departments
Application is used to save and retrieve scanned and digitized records, data etc.
– Yes 2017 – –
9. Web based Allottee Account Information System
Allottees Allottee can view dues / deposit, plot information and can make online payments
LAMP (Linux, Apache, MySQL, PHP)
No, This application is integrated with Office Automation
2008 No No
10. Online Building map submission and automation scrutiny system
Empanelled Architects and Planning Department of GNIDA
Uploading of maps, submission of supporting documents, scrutiny of maps
AutoCAD based & .Net
No, This application is integrated with Office Automation
2016 Yes 2016
No
11. Offline Deposited Bank Challan’s Feeding System
Banks and Finance Department of GNIDA
Upcoming application for feeding of information about payment and its tracking of payment from bank to Authority
.Net and Oracle 10g
No, This application is integrated with Office automation
2017 Yes 2017
No
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# Application Name
User Department
Application Functionalities Technology in Use
Standalone Application
Year of Implementation
Data Migration Require? If yes, no. of years of Data
Data Digitization Required? If yes, no. of years of Data
12. Allottees Online Search (website)
Citizen Functionality open for citizen to search allottee
LAMP (Linux, Apache, MySQL, PHP)
No, This application is integrated with Office automation
2016 No 2016
No
13. File Tracking System
All departments
For tracking of file and dak/ parcel movement
.Net & Postgres Yes (NIC Application)
2008 Yes 2008
No
14. RTI Monitoring System
RTI Department
Submission of RTI information, forwarding RTI, Department to view and submission required information, send back to the RTI seeker and RTI department, closure
Developer 2000 but new system is being developed in .Net & Oracle 10g
Yes 1998 Yes 1998
No
15. Mobile App for Urban Services and Payment of Out Standings
Allottee and all department of GNIDA
Track services, Pay now, Urban Services road brakeage, waterline brakeage etc., Smog and Pollution readings etc.
Developed for Android and iPhone
No, This application is integrated with office automation, citizen services
2016 No No
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2.0 Functional Requirements Specifications
2.1 ERP System for GNIDA
The envisioned ERP system for GNIDA proposes to digitize the complete gamut of functions,
services and actions that are offered/undertaken by its various departments, leading to increased
integration, transparency, user-centricity and overall efficiency improvement within the
organization. As mentioned above, GNIDA’s functions can be broadly categorised into the three
categories i.e. Land development (acquisition, planning, allotment, etc.), Support functions
(Finance, HR, System etc.) and Common processes (tendering, complaints etc.). For each of the
above categories, the processes (and related data) would all be linked to one of the following:
1) Plot
2) Project
3) Allotted Property
4) Assets
The external users will interact with the ERP application through the web portal at the front
(citizen interface of the application) and internal users through direct login page of the ERP
application at the back respectively through their unique user names and passwords.
Figure 6. Proposed ERP Solution
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The ERP system will be accessed through the GNIDA web portal and some of the key features of
this portal will be:
► Provision for external stakeholders to apply for User IDs and temporary password to
allow access to the interface for availing GNIDA services
► Internal stakeholders to be allotted Employee UINs on recruitment
► Access to all GNIDA related recent updates, circulars, office orders, notifications, contact
information, FAQ’s and ‘Help’ (redirect applicant to relevant email id)
Proposed Interface for External Users:
The external user interface (web portal) would allow the various external users (Builders/
Developers, allottees, farmers, technical personnel, vendors etc.) to interact with the database
through their own profiles. These profiles will be accessed through a User ID and password,
received upon approval from the GNIDA and would allow the users to avail all GNIDA services
relevant to them. In addition to services offered, the interface would allow them to submit
feedback and grievances, verify details w.r.t other external users as well as view all notifications.
Although the interface would be customised for each stakeholder, an illustrative sample of the
interface is shown below:
Figure 7. Front-end Web Portal Sample
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Proposed Interface for Internal Users:
The internal user interface (ERP portal) would allow the various internal users (all GNIDA
departments) to interact with the database through their own profiles. These profiles will be
accessed by authorized personnel through an Employee ID and password and would allow them
to view all applications submitted to them for approval, proposals, notings etc., as applicable for
subsequent action. Besides the function of giving approvals, the interface would allow the
departments to generate MIS reports, verify details for the various external users and view all
notifications etc. Although the interface would be customised for each stakeholder, an illustrative
sample of the interface is shown below:
Figure 8. Proposed ERP application interface
The following users will have access to ERP portal:
Table 4: ERP Portal Users
External Users with log-in access to the Front-
end Interface
Internal Users with log-in access to the Back-end
Interface
Applicants (for allocation)/ Allottees All GNIDA Divisions
Architects registered with COA
Qualified engineers
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External vendors/consultants
Farmers (i.e. land owners)
Additional District Magistrate (Land)
District Magistrate, Sub-Divisional Magistrate
Revenue authorities (Board of Revenue)
Department of Industrial Development,
Government of Uttar Pradesh
State-level authorities (UP Fire Service, UP
Police, UP State Road Transport Corporation,
etc.)
Tender applicants
Sub-lessees
Resident Welfare Associations (RWAs)
Banks (i.e. authorized bank officers)
Contractual staff (for project work, solid waste
management, etc.)
State Government agencies (for purchase of
assets, consumables, hardware, software)
RTI applicants
The following processes will be covered in the ERP system:
Note: The current process steps for the following (if any) have been documented in detail and
provided as links below.
Table 5: To-be Processes in ERP
To-be Processes in ERP
Common
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1 Online Grievance Redressal (through Internal Grievance Redressal platform and IGRS)
2 Jansunwai
3 Tender management
4 Contract management
5 Policy formulation
6 Meetings & room booking
Planning
1 Formulation of Annual & Quarterly Action Plans
2 Formulation of Master Plan
3 Identification & selection of land for acquisition
4 Sector Layout Planning
5 Registration of Architects
6 Building Plan Approval
7 Issuance of Occupancy Certificate
8 Planning and management of Special Projects
9 Building design and landscaping
Land
1 Acquisition of Land (Proposal based)
2 Acquisition of Land (Direct purchase)
3 Resumption of land
Property
1 Scheme formulation and processing (linked to Common Processes – Tender Management)
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2 Registration of property (execution of Lease Deed)
3 Alottee services (18 services including sub-leasing, mortgage, transfer of lease, etc.)
4 Collection of fees/dues
Projects
1 Topographical survey and verification of land
2 Project Development (linked to Common Processes – Tender Management)
Urban Services
1 Water and sewer connection
2 Housekeeping/ Maintenance (linked to Common Processes- Grievance redressal)
3 Internal coordination and complaint handling (linked to Common Processes- Grievance redressal,
Tender Management and Policy formulation) w.r.t:
► Public transportation (coordination with UPSRTC)
► Encroachment removal
► Advertising/billboards in Greater Noida
► Security management
► Liasoning with RWAs
Health
1 Solid Waste Management (linked to Common Processes - Tender Management)
2 Complaint handling (linked to Common Processes - Grievance redressal) w.r.t. sweeping and
fogging of roads, removal of dead/stray animals & birds etc.
3 Maintenance of population statistics (e.g. birth and death records)
Horticulture
1 Preparation of horticultural layout plans
2 Horticulture work estimate processing (linked to ‘Common Processes’- Tender Management)
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3 Ongoing horticulture development and maintenance (linked to ‘Common Processes’- Grievance
redressal and Policy formulation)
Finance
1 Processing, disbursement and record maintenance of payments, i.e. to external users
2 Scrutiny/consultation of files (costing, payment plans, dues, default payments etc.)
3 Payroll Processing (monthly)
4 Quarterly/Annual accounting (Processing of P&L, Balance Sheet, Certified Financial Statements,
Fund Flow statement, MIS reports etc.)
5 Formulation of Annual Budget
HR
1 Personnel functions (Recruitment, leave, transfer, increments etc.)
2 Cadre development (linked to ‘Common Processes’- Policy formulation)
Marketing
1 Management of external communications (linked to ‘Common Processes’- Tender Management)
2 Customer Relation (CR) Cell
Systems
1 Software development (linked to ‘Common Processes’- Tender Management)
2 Issuance of hardware (linked to ‘Common Processes’- Tender Management)
3 Maintenance, upgradation and replacement of hardware & software
4 Creating and managing data back-up
5 Renewal of network licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup software)
6 Management of all incoming online grievances (linked to ‘Common Processes’- Grievance
redressal)
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Assets/ Store
1 Purchase of consumables and fixed assets (linked to ‘Common Processes’- Tender Management)
2 Record maintenance(linked to ‘Common Processes’- Policy formulation) w.r.t. store and fixed
assets
Law
1 Legal case management
RTI Cell
1 Delegation and management of RTI applications
2.1.1 Common Functional Requirements Specifications (FRS)
While the services available will differ for each stakeholder, there will be some common
functionalities and processes available to all users across all processes. These are as follows:
Common FRS
A1 Unique Identification Numbers
A1.1 System to assign Unique Identification Numbers (UINs) to the following:
► Land parcels/plots (created after successful completion of process ‘Sector Layout
Planning’)
► Project (created after granting of Administrative Approval and Expenditure Sanction
in ‘Project Development’)
► Property (created at the time of execution of Lease Deed/ Sub Lease Deed)
► Assets (once assets are purchased or issued to GNIDA by the respective department)
A1.2 All processes will be linked to one or multiple UINs depending on the type of process. For e.g.
during allotment of land to an allottee, a land parcel with a unique Plot ID (assigned during
Sector layout plan) will get linked to a unique property ID as well as respective user names.
A1.3 System will have the provision to ensure that UINs cannot be duplicated and/or edited
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A1.4 System will allow internal GNIDA users to views all the information/documentation against
each UIN
A1.5 All relevant information to the respective UINs will be linked to them and would be accessible
to the internal/external users. For e.g. Plot IDs will have all Building Byelaws applicable (FAR,
ground coverage, permissible height etc.)
A2 Profile Creation
A2.1 System to create profiles for all users as listed in Table ‘ERP Portal Users’ above– internal (all
regular GNIDA staff along with staff on deputation) and external (farmers, builders/
developers, allottees, sub-lessee, vendors, contractual staff, etc.) For internal users, the
profiles will be built into the system whereas external users would have to apply on the
system to create a registered profile.
A2.2 The system should have provision for capturing fields as per defined checklist for each
stakeholder creating new user log-in account in the portal. The system should not proceed
further in case any of the mandatory fields in the checklists are missing. In such cases, a pop-
up message should be displayed by the system highlighting the missing fields
A2.3 Any request/application made to GNIDA shall be made only through the stakeholder profile -
available to stakeholder on a single click
A2.4 The system should assign email address of user (mandatory) as username for all users. Email
ID should be valid and unique and should not exist within the existing database. The system
shall have provision for the user to change username after first login
A2.5 The system should have a provision to upload relevant documents (including scanned copies)
as per checklist required for concerned stakeholder for registration to the portal
A2.6 The system should not proceed to next step in case documents are not uploaded or
documents are not in required size or format. It should also provide pop-up messages and
highlight the missing document in such cases.
A2.7 System should have the provision of "self-declaration" citing that all info being provided by
the user is true
A2.8 The system sends initial verification OTP to registered mobile number for verification of
mobile number during the registration to portal
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A2.9 The system sends initial verification mail consisting of verification link to registered email.
Verification link should expire within 15 days
A2.10 System will have the provision to save form in draft form before exiting or proceeding to next
page of the registration process
A2.11 The system shall allow the concerned GNIDA department to accept/reject an application after
document verification and send auto-generated mail containing account activation link to the
user's registered email in approved cases
A2.12 The system should have a provision for the GNIDA department to send a mail to user's
registered email in case of discrepancy in uploaded documents
A2.13 The system shall be capable of enabling user online account only after user fulfilling the
verification mail activities successfully
A2.14 The system should have a mechanism for resetting and emailing the new password to the
users registered email ID, in case a user forgets his password or intends to change it
A2.15 The system must prompt the user to change the password on the first login on the portal
A2.16 The system should have de-duplication provision before creating a profile
A2.17 The system must lock the account for 12 hours in case login not successful for 3 consecutive
attempts
A2.18 The system should have separate landing pages for different entities
A2.19 System will have provision for correction of profile. While some field may be changes real
time, key fields will have to go through a verification process with GNIDA
A2.20 System to have provision for disabling the profiles for a specified time period (as decided by
the Authority)
A3 General Features of Profile
A3.1 All external stakeholder profiles will have links for the services/request that are applicable to
that particular stakeholder. For e.g. a farmer will be able to submit an LOI for land acquisition
on the system itself
A3.2 All decision/actions related to an external stakeholder will be linked to the profile and
available for internal review
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A3.3 Edit rights in each stakeholder profile will vary depending on external/internal user, type of
user, designation of user (if internal) etc.
A3.4 Metadata, data and information to be updated in the system by GNIDA shall be linked to user
ID for all external users
A3.5 For all internal users, powers in the forms of approval rights, edit rights etc. shall vary.
A3.6 Internal GNIDA users can share documents, files, comments etc. with the external users, if
need be.
A4 Services provided by GNIDA
A4.1 The system should have e-forms/ format with all required fields as per checklists (for each
process as mandated by GNIDA) along with provision to upload relevant documents
(including scanned copies). An indicative list of forms/formats has been attached below in the
table ‘Formats to be standardised’
A4.2 System will not allow user to proceed unless all mandatory fields and documents are
uploaded in required size and format
A4.3 System will have the provision for saving the data entered on an form/ format before exiting
or proceeding to next page
A4.4 System shall provide the user with an option to review the form prior to submission and if
required to go back
A4.5 System will auto-generate the request number, once request has been submitted
successfully. The request number can be used for tracking purposes in the status tracker
A4.6 When the user clicks on the respective service icon to avail a service, the form/ format opens
up with auto-populated fields (from the profile) and data input fields
A4.7 System shall provide the user with an option to save draft & review the form/ format prior to
submission and if required to go back
A4.8 Provision for contacting SPOC for each process/GNIDA nodal authority
A4.9 System to have provision to direct the request to the concerned person in the concerned
department
A4.10 System shall have provision for bilingual forms and checklists
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A4.11 System will have a provision for all submitted forms to be downloaded in PDF format along
with a direct print option for the applicant/ concerned officer at GNIDA
A4.12 System shall provide a link for Concurrent Feedback Mechanism after submission and closing
of all service requests
A4.13 System shall have provision for tracking application
A4.14 System shall be compliant to all single window/ ease of doing business requirements of the
Govt. of Uttar Pradesh
A5 Audit Trail
A5.1 System shall maintain audit trail
A5.2 GNIDA entities will be able to look at the audit trail for all stakeholder profiles as well as
internal action
A6 Fees & Payment
A6.1 System shall have provision to make and receive payments through an electronic payment
gateway with multiple modes of payment including credit card, debit card and net banking.
A6.2 In case of services to be availed by external users at a designated fee, the applicant will be
redirected to the payment gateway on successful submission of application and the
respective fee to be paid will be built into the system.
A6.3 System shall the provision to refund the amount deposited by external users once all
necessary approvals have been sought
A6.4 System shall send notifications to the external stakeholder when a certain fee/payment has
been deposited/ rejected or is overdue
A7 Internal processing at GNIDA
A7.1 After any service request (from an external stakeholder) is received internally (GNIDA), the
system shall allow the GNIDA personnel at all levels to:
► view complete profile of the user
► view all information and documents uploaded
► provide comments and send it to next higher/lower level
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► approve/reject requests
► send query back to applicant
For internal processes between departments, the system shall allow designated GNIDA
personnel to:
► view the respective file along with info and documents uploaded
► provide comments and send it to next higher/lower level
► approve/reject requests
► send query back to respective department
A7.2 For all approval processes, system will allow the following:
► The system will follow the GNIDA approval hierarchy along with designated approval
and rejection rights
► The system will have provision for a senior officer to delegate power to approve or
reject an application / processing a request to another concerned officer
A7.3 System shall have provision to assign or refer or assign and refer a particular case to other
officer of same or different departments.
A7.4 System shall have provision to post internal notes, documents, etc.
A7.5 System will have the provision of Digital Signature for the Approving Authority.
A7.7 System will have the provision of forming committees/nodal persons with additional powers
in the form of approval/rejection rights, edit rights etc.
A7.8 System to generate MIS for tracking internal performance. List of respective service request
status and its details (all metadata) for specified time period. This list should allow sorting to
generate further MIS with refined search parameters.
A7.9 System will have the provision to form committees with designates rights of
approval/rejection/ raising queries etc.
A8 Notifications
A8.1 System will automatically send notification once service request/ information/ document is :
► Submitted successfully
► Pending application is about to default
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► Query has been replied to
► Approved or rejected
► Dispatch by post along with tracking number
► Fee/Payment is due or has been paid
All notifications will be sent through portal, registered email, as well as the registered mobile
number
A9 Certification/ Approval issued by GNIDA
A9.1 System shall have provision to auto-generate certificates/ approval letters/ receipts by auto-
populating fields post approval by authority
A9.2 System shall have templates for certificates/ approval letters/ receipts
A9.3 All certificates/ approval letters/ receipts issued by GNIDA will be generated by the system
and have a digital signature
A9.4 The system will have provision to assign unique alpha-numeric code for all the certificates/
approval letters/ receipts issued.
A9.5 The system shall provide optional service for hard copy dispatch of certificates/ approval
letters/ receipts to the users via post. In this case, the system will notify the respective officer
and provide print option. Dispatch number as provided by postal department will have to be
reflected in the system
A9.6 The system shall provide users to print certificates/ approval letters/ receipts issued by GNIDA
A9.7 The system shall have provision of a link to check authenticity of all certificates/ approval
letters/ receipts issued by GNIDA via the alpha-numeric code issued. Such a link will confirm
the authenticity of the document, name against whom it is issued along with general details
of the certificate to whomsoever although will not reveal crucial data
A9.8 System shall check validity related clauses of all certificates/ approval letters/ receipts. In
cases where the validity of certificates/ approval letters/ receipts have expired, the system
will generate pop-up of validity expiry for internal and external stakeholder
A9.9 System shall notify the stakeholder of certificate/ document expiry 10 days before expiry
A10 Complaint handling & management
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A10.1 System should have a comprehensive complaint management module including but not
limited to receipt of complaints, categorization, team designation, resolution, status tracking
and successful closure.
A10.2 Depending on the type of complaint, the system should have the provision to redirect the
complaint to the designated department/official
Table 6: Formats to be standardized
Function Formats to be standardized (Indicative)
Planning Building plan approval application, along with supporting documentation
Planning Building plan approval/permit
Planning Occupancy Certificate application, along with supporting documentation
Planning Occupancy Certificate
Planning Indemnity Bond (certifying construction shall be as per the Authority’s Building
Byelaws)
Planning Building Byelaws
Land Notifications ( u/s 11, u/s 19, u/s 21)
Land LOI for sale of farmland (direct purchase)
Land Affidavit stating land belongs to said individual(s)
Land Indemnity Bond
Land Search certificate (detailing last 12 years of ownership history of the concerned
land)
Land Valuation report of identified land
Land Possession Letter
Projects Administrative Approval/Expenditure Sanction
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Function Formats to be standardized (Indicative)
Projects Project Award Letter
Projects Document(s) required for issuance of Contract Agreement/ Bond
Projects Contract Agreement/ Bond
Projects Measurement Book
Projects Running bill + other documents relevant to billing of projects
Projects QC Report
Projects Change request (increase/revision of existing works, substitution, etc.)
Urban Services Water bill
Urban Services Work Circle complaint register
Urban Services Monitoring Report for infrastructure maintenance/water connection/sewerage
Connection
Urban Services Encroachment seizure receipt
Human Resources Personnel File
Marketing Request order (RO) form sent to selected advertising agency
Assets MIS Report
RTI Cell RTI query and response
Grievance
Management
Grievance received through Online Grievance Portal
Grievance
Management
Grievance received through IGRS
Grievance
Management
Grievance received through Jansunwai
Property Scheme document(s) and/or brochure
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Function Formats to be standardized (Indicative)
Property Allotment Letter(s)
Property Application for Registry of Land (for execution of Lease Deed)
Property Lease Deed
Property Post allotment services: Application form - e.g. application for transfer of plot,
mortgage permission
Property Post allotment services: Policy document (if any) - e.g. transfer policy, surrender
policy
Property Post allotment services: Sample sanction letter - e.g. sanction of transfer,
sanction of change-in-constitution
In addition to the common FRS, given below are department specific functional requirements.
Kindly note that the to-be processes to be covered under each department have already been
outlined above in Table ‘To-be Processes in ERP’ above.
2.1.2 FRS – Planning Division
1. System shall include the to-be processes as mentioned under ‘Planning’ in Table ‘To-be
Processes in ERP’ above
2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Planning Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
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9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System shall have the provision to upload and share files of all relevant formats (.docx, .dwg,
.pdf etc.). The files may be shared with internal or external users depending on the file type
and process followed.
14. System will allow GIS enabled mapping for all land related processes
15. System will have a standardised template for the following:
a. Master Plan
b. Layout Plan
c. Indemnity Bond (certifying construction shall be as per the Authority’s Building
Byelaws and the approved Building Plan, and that all other routine stipulations and
requirements of the Authority will be adhered to)
d. Building Plan application (with checklist)
e. Building Plan Approval
f. Occupancy Certificate application (with checklist)
g. Occupancy Certificate
16. System will allow registered architects to apply for building plan approval and occupancy
certificate
17. System will have the provision to perform scrutiny of submitted building plans in accordance
with the requirements of Building Byelaws, Zoning Regulations of Development Plan/Master
Plan, Development Directions and terms of Lease Deed
18. System will generate all plot/special project planning details with linked UINs, sector details,
allotment status and other metadata for specified time period. This list should allow sorting
with refined search parameters to generate further MIS reports
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2.1.3 FRS – Land Division
1. System shall include the to-be processes as mentioned under ‘Land’ in Table ‘To-be Processes
in ERP’ above.
2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Land Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will allow GIS enabled mapping for all land related processes
14. System will have a standardised templates for the following:
a. Land acquisition requirement
b. Letter of Intent (LOI) for selling land
c. Affidavit stating land belongs to said individual(s)
d. Indemnity Bond
e. Search certificate (detailing last 12 years of ownership history of the concerned land)
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f. Land acquisition proposal
g. Evaluation/Survey/Valuation report of identified land
h. Possession letter
i. Notification for land acquisition/ Land Purchase Procedures and concerned G.O.S.
j. Lease Deed (Sale Deed)
15. System will generate all land acquisition, land purchased, resumption details with linked UINs,
status and other metadata for specified time period. This list should allow sorting with refined
search parameters to generate further MIS reports
2.1.4 FRS – Property (Builders, Commercial, IT, Residential, Group Housing, Industry etc.)
1. System shall include the to-be processes as mentioned under ‘Property’ in Table ‘To-be
Processes in ERP’ above.
2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Property,
Institutional, IT, Builders, Commercial, Industry Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
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12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will allow GIS enabled mapping for all land related processes
14. System will have a standardised template for the following:
a. Scheme document
b. Allotment Letter
c. Application for registry of land (for execution of Lease Deed) along with checklist
d. Lease Deed
e. Sub-Leasing application & approval certificate
f. Re-schedulement of payments application & approval certificate
g. Zero period of payment application and approval certificate
h. Transfer of Lease/ Sublease application & approval certificate
i. Surrender application & approval certificate
j. Changes in Constitution (CIC) application & approval certificate
k. Changes in Shareholding (CIS) application & approval certificate
l. Mutation application & approval certificate
m. Mortgage permission application & approval certificate
n. Time extension for Construction application & approval certificate
o. Time extension for Lease Deed application & approval certificate
p. Time extension for dues and approval certificate
q. Change of Address application & approval certificate
r. Rent Permission application & approval certificate
s. Joint Name application & approval certificate
t. Restoration of Allotment application & approval certificate
u. No dues application & certificate
v. Functional Certificate application & certificate
w. Issue of Duplicate Papers application & certificate
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x. Refund of Excess Amount application & approval certificate
y. Forfeiture notice
z. Default Notice
aa. Show Cause Notice
bb. Forfeiture/Cancellation certificate
15. System will allow for allotment to be done as per the following methods:
a. Draws
b. Tendering
c. Auction
d. Interview
16. System will generate all property records, schemes, applications, certificates/ approval letters
with status and other details (all metadata) for specified time period. This list should allow
sorting with refined search parameters to generate further MIS reports
2.1.5 FRS – Projects Division (including Tender Cell)
1. System shall include the to-be processes as mentioned under ‘Projects & Tender Cell’ in Table
‘To-be Processes in ERP’ above
2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Projects Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
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9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will allow GIS enabled mapping for all land related processes
14. System will have a standardised template for the following:
a. Survey report
a. Administrative Approval and Expenditure Sanction (AA & ES)
b. Detailed Project Report (DPR) (currently referred to as Estimate/BOQ)
c. Award Letter
d. Contract Agreement/Bond
e. Measurement book
f. QC Report
g. Running bill
h. Change request (increase/revision of existing works)
15. System should have a comprehensive tender management module including but not limited
to floating of tender receipt of bids/responses, evaluation of responses, selection of bidder,
award of work etc.
16. System will generate all project details with status and other details (all metadata) for
specified time period. This list should allow sorting with refined search parameters to
generate further MIS reports.
2.1.6 FRS – Urban Services Division
1. System shall include the to-be processes as mentioned under ‘Urban Services’ in Table ‘To-
be Processes in ERP’ above
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2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Urban Services
Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will have a standardised template for the following:
a. Complaint filing w.r.t any urban service
b. Digital bills
14. System will generate all housekeeping/maintenance details with status and other details (all
metadata) for specified time period. This list should allow sorting with refined search
parameters to generate further MIS reports
2.1.7 FRS – Finance Division
1. System shall include the to-be processes as mentioned under ‘Finance’ in Table ‘To-be
Processes in ERP’ above.
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2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Finance Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will have the provision to carry out all of the following activities:
a. Processing, disbursement and record maintenance of payments
b. Scrutiny/consultation of files (payment plans, dues, default payments etc.)
c. Payroll Processing
d. Accounting including Processing of P&L, Balance Sheet, Certified Financial
Statements, Fund Flow statement, MIS reports etc.
14. System will generate all payment disbursement and accounting related details with status
and other details (all metadata) for specified time period. This list should allow sorting with
refined search parameters to generate further MIS reports
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2.1.8 FRS – Human Resources Division
1. System shall include the to-be processes as mentioned under ‘HR’ in Table ‘To-be Processes
in ERP’ above
2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Human
Resources Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
System will save and update all personnel related data against the employee UINs
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System should have a comprehensive HR management module including but not limited to
personnel management (recruitment, leave, transfer, increments, etc.) and cadre
management, etc.
14. System will generate all personnel details with status and other details (all metadata) for
specified time period. This list should allow sorting with refined search parameters to
generate further MIS reports
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2.1.9 FRS – Marketing Division
1. System shall include the to-be processes as mentioned under ‘Marketing’ in Table ‘To-be
Processes in ERP’ above.
2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview- Marketing
Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will generate all advertisement/published documentation details with status and
other details (all metadata) for specified time period. This list should allow sorting with
refined search parameters to generate further MIS reports
2.1.10 FRS – Systems Division
1. System shall include the to-be processes as mentioned under ‘Systems’ in Table ‘To-be
Processes in ERP’ above.
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2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Department Overview -
Systems Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
System will save and update all personnel related data against the asset UINs
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will have a standardised template for the following:
a. Complaint filing w.r.t any IT hardware/software issues
14. System will generate all IT assets related details with status and other details (all metadata)
for specified time period. This list should allow sorting with refined search parameters to
generate further MIS reports
2.1.11 FRS – Assets (Purchase/Store) Division
1. System shall include the to-be processes as mentioned under ‘Assets/Store’ in Table ‘To-be
Processes in ERP’ above.
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2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Assets (Purchase
& Store) Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
System will save and update all personnel related data against the asset UINs
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
15. System will have a standardised template for the following:
a. Complaint filing w.r.t any assets
16. System will generate all asset related details with status and other details (all metadata) for
specified time period. This list should allow sorting with refined search parameters to
generate further MIS reports
2.1.12 FRS – Health Division
1. System shall include the to-be processes as mentioned under ‘Health’ in Table ‘To-be
Processes in ERP’ above.
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2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Health Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will generate all health related details with status and all metadata for specified time
period. This list should allow sorting with refined search parameters to generate further MIS
reports
2.1.13 FRS – Horticulture Division
1. System shall include the to-be processes as mentioned under ‘Horticulture’ in Table ‘To-be
Processes in ERP’ above.
2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Horticulture
Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
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4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will generate all horticulture related details with status and all metadata for specified
time period. This list should allow sorting with refined search parameters to generate further
MIS reports
2.1.14 FRS – Law Division
1. System shall include the to-be processes as mentioned under ‘Law’ in Table ‘To-be Processes
in ERP’ above.
2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - Law Division
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS
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6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS
9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will generate all law related details with status and all metadata for specified time
period. This list should allow sorting with refined search parameters to generate further MIS
reports
2.1.15 FRS – RTI Cell
1. System shall include the to-be processes as mentioned under ‘RTI Cell’ in Table ‘To-be
Processes in ERP’ above.
2. System shall incorporate all requisite functionalities/steps, to the extent possible, as have
been detailed in the as-is process documentation, given below at Overview - RTI Cell.
3. System shall have all provisions related to UINs as mentioned in A1 of the common FRS.
4. System shall have all provisions related to profile creation as mentioned in A2 of the common
FRS.
5. System shall have all provisions related to general profile features as mentioned in A3 of the
common FRS.
6. System shall have all provisions related to services offered by GNIDA as mentioned in A4 of
the common FRS.
7. System shall have all provisions related to audit trail as mentioned in A5 of the common FRS.
8. System shall have all provisions related to fee & payment as mentioned in A6 of the common
FRS.
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9. System shall have all provisions related to internal processing at GNIDA as mentioned in A7
of the common FRS.
10. System shall have all provisions related to notifications as mentioned in A8 of the common
FRS.
11. System shall have all provisions related to certificates/ approval letters/ receipts as
mentioned in A9 of the common FRS.
12. System shall have all provisions related to complaint handling and management as mentioned
in A10 of the common FRS
13. System will generate all RTI related details with status and all metadata for specified time
period. This list should allow sorting with refined search parameters to generate further MIS
reports
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3.0 Process Documentation
3.1 Overview - Planning Division
# GNIDA/ Department Overview
1 Department Name Planning Division
2 Organizational Structure
Planning & Architecture
Master Plan
Town Planning
Urban DesignLand
ManagementSector
Layouts
Sector Layouts
Landscaping Design
Costing and financing proposals
Infrastructure Planning
Hard Infrastructure
Soft Infrastructure
P.D.C.
Building Cell
Building Design Cell
Building Plan Approval
Implementation and
completion
Consultant
Consultant
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3 Responsibilities of the division
The division is responsible for visualization of the city as a whole, and for formulation of Master and Sector-wise plans on the basis of this vision. The
list of core functions is as given below:
► Formulation of Annual and Quarterly Action Plans
► Registration of Architects
► Planning at the city- and sector-level, including plotting and planning of both hard and soft infrastructure
► Identification and selection of land for acquisition by the Land Division
► Facilitation of Building Plan Approvals
► Issuance of Occupancy/Completion Certificate
► Management of Special Projects
► Building design and landscaping
Additionally, the Planning Division has responsibilities extending to planning of signage around the city, landscaping and horticulture works.
4 IT applications / systems actually being used by you
► GIS available, but not widely utilized
► AUTOCAD for formulation of Master Plan and Sector Layout Plans
► Online Building Plan approval system
► File-tracking system (universal)
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3.9.1 Formulation of Annual & Quarterly Action Plans
Formulation of Annual & Quarterly Action Plans
Using current data on land acquired and allotted as on date, the Planning Division shall formulate Action Plans on a quarterly and on an annual basis. This Action Plan will
map out timelines for the coming quarter or year in terms of land identification and acquisition, land planning, land allotment and land development. The timelines and
targets defined in these Action Plans will be done in consultation with the Finance Division as significant inputs into their formulation of annual and quarterly budgets for
the entire Authority.
Preceding Process Nil
Subsequent Process Formulation of Master Plan
3.9.2 Formulation of Master Plan
Formulation of Master Plan
The Land Management lifecycle begins with the formulation of a base map, on top of which a city Master Plan is formulated. The base map is a collection of images
catalogued through survey that form the background setting for all future mapping and planning, while also providing the background detail necessary to orient those
maps and plans. The Master Plan (http://www.greaternoida.com/mp2021) is a long term perspective plan for guiding the sustainable and planned development of the
City.
The Master Plan is a comprehensive document that details planning guidelines, policies, space requirements and intended land use and activities for the entire City,
including zoning (e.g. residential, industrial, and institutional), the allocation of land for green areas and special uses, and the mapping of roads and other infrastructure.
Based on this Plan, layout plans for individual sectors can be drawn up, plots can be allotted to the respective users, and land can be developed and managed appropriately.
The Master Plan is a long term document that requires updating at 10-year intervals.
Preceding Process Nil
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Subsequent Process Identification & selection of land for acquisition and allotment
# Process Steps Supplier Input Output Platform
Start: Need to create/update Master Plan
S1 Base map is formulated to guide formulation of all future mapping and
planning. A base map is a collection of images collected via survey that
forms the basis for all future mapping and planning, while also providing
the background information necessary to orient the plans
Planning Division Database of survey
images
Base map GIS
S2 Using the base map as a foundation, a Master Plan is formulated, detailing
existing and proposed land uses for the current 10-year period. As part of
Master Plan formulation, the Planning Division carries out multiple survey
activities, market assessments, and consultations with both the public as
well as local government and non-government bodies.
Planning Division Base map, market
assessment,
survey activities
Master Plan AUTOCAD drawing
S3 Finalized Master Plan forwarded for multiple approvals along the
designated approval ladder:
► CEO
► Board
► Government of Uttar Pradesh (State Government)
► NCR Planning Board
Planning Division Master Plan Signoffs from
relevant approving
authorities
AUTOCAD
Drawing, Manual
process
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S4 Approved Master Plan published via Gazette Notification Planning Division Approved Master
Plan
Approved Master
Plan published via
Gazzette
Notification
AUTOCAD
drawing, Manual
process
End: Notified Master Plan formulated
List of Attachments:
► Current Master Plan (2021)
3.9.3 Identification & selection of land for acquisition
Identification & selection of land for acquisition
Based on the notified Master Plan, the Planning Division identifies land that falls under the jurisdiction of the Greater Noida Authority but is yet to be formally acquired
from the current land owners, i.e. farmers. Select land parcels are identified for development by the Planning Division; the requirement is forwarded to the Land Division
for initiation of the acquisition process.
Preceding Process Formulation of base map and Master Plan
Subsequent Process Acquisition of land from land owners (via proposal or direct purchase)
# Process Steps Supplier Input Output Platform
Start: Need to acquire and develop land as determined by the Master Plan
S1 Land parcel(s) identified in line with current Master Plan, as well as Budget
established by Finance Division and annual, quarterly action plans. Details
Planning Division Master Plan, ,
Budget, Annual
- AUTOCAD Drawing
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of the parcels are consolidated, including khasra number and area of land
to be acquired.
Action Plan,
Quarterly Action
Plan
S2 List of identified land parcels forwarded for multiple approvals along the
designated approval ladder:
► CEO
► Board
► Government of Uttar Pradesh (State government)
Planning Division List of identified
land parcels
Signoffs from
relevant approving
authorities
Offline
S3 Approved list of land parcels for acquisition forwarded to Land Division and
Projects Division in parallel.
► Land Division to initiate land acquisition process by way of
submission of a proposal to the Additional District Magistrate
(Land) or by engaging with farmers for direct purchase
► Projects Division to ensure visitation of identified land and
topographical survey of the land once acquired
Planning Division Approved list of
identified land
parcels
Approved list of
identified land
parcels forwarded
to Land and
Projects Divisions
for necessary
action
Offline
End: Commencement of land acquisition process and completion of topographical survey
List of Attachments:
► List of land parcels identified for acquisition and allotment
3.9.4 Sector Layout Planning
Sector Layout Planning
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Once land has been acquired from farmers and appropriately surveyed and mapped by the Projects Division, all relevant data inputs (including survey drawing from
Projects Division in AUTOCAD format, area of land acquired in hectares, details of any existing demarcations or structures, etc.) are forwarded to the Planning Division for
formulation of Sector Layout Plans. This exercise has three components:
1. Zoning of land for various land uses, e.g. residential, commercial, industrial, institutional, IT, Builders
2. Demarcation of acquired land into plots, including sizing of plots and assignment of plot numbers
3. Hard and soft infrastructure planning, in consultation with the Projects Division
Preceding Process Acquisition of land from land owners (Land Division), Topographical Survey of Land (Projects Division)
Subsequent Process Scheme formulation and processing
# Process Steps Supplier Input Output Platform
Start: Planning Division receives survey drawings (AUTOCAD) from Projects Division, details of acquired land from Land Division
S1 Based on inputs received from the Projects and Land Divisions, Sector
Layout Plans are to be formulated in order to define plans for various land
uses, demarcate and number individual plots, and plan around the
development of necessary hard/soft infrastructure.
Planning Division. Survey drawings
(AUTOCAD) from
Projects Division,
details of land
acquired by Land
Division
Sector Layout
Plans
AUTOCAD Drawing
S2 Layout Plan forwarded for multiple approvals along the designated
approval ladder:
► CEO
► Board (full approving authority)
Planning Division Sector Layout
Plan(s)
Signoffs from
relevant approving
authorities
Offline
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End: Plot details forwarded to concerned Property Division(s) for scheme formulation, Projects for project development
List of Attachments:
► Sample layout plan
3.9.5 Registration of Architects
Registration of Architects
The Greater Noida Industrial Development Authority has empowered the Architects registered with the Council of Architecture (COA) for Sanction/ Approval of Building
Plans/ Occupancy Certificate on individual residential plots allotted by Greater Noida Industrial Development Authority. In order to be registered as an architect by the
authority, the Architect must submit his/her unique COA identification number at the Customer Relations Cell. Following this, the Architect is registered with the authority
and may act as an intermediary between allotees and the Authority in drawing up applications for building plan approval and occupancy certification, as well as submitting
the same to the Planning Division.
Preceding Process Nil
Subsequent Process Nil
List of Attachments:
Nil
3.9.6 Building Plan Approval
Building Plan Approval
A building plan is a formal proposal made to the Planning Division for erection/re-erection/demolition or GNIDA has empowered Architects registered with the Council of
Architecture for Sanction/Approval of Building Plans on individual plots. Sanction is provided on receipt of all required applicant materials, and approval is granted post
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scrutiny by the Authority. The required applicant materials, as well as terms and conditions, standard building timelines, infrastructural guidelines, structural requirements
and functional specifications for specific property types (e.g. residential, industrial, commercial) are defined in the Greater Noida Industrial Development Area Building
Regulation, 2010 (annexed). These building byelaws provide case-by-case detailing of minimum building requirements. For example, the requirements for a Group Housing
plot (Flatted and clustered type) demand a minimum plot area of 2,000 sq. m, define norms for underground water tanks, watchman shelters/towers, Floor-Area-Ratio
(FAR), basement space, ramps, rockery.
Applications for approval of building plans may be processed in one of two ways:
► For residential plots up to 300 sq. meters in area and industrial plots up to 450 sq. meters in area, applications are facilitated through the online Building Plan
Application System.
► For plots larger than these thresholds, applications are processed offline.
Preceding Process Scheme formulation and processing
Subsequent Process Issuance of occupancy certificate
# Process Steps Supplier Input Output Platform
Start: Lease Deed executed between respective Division (e.g. Residential, Commercial) and allottee
S1 Building plan proposal is to be submitted to the Planning Division in the
form of a letter in the specified format (as per Appendix-I of the Building
Bylaws). A Building Plan may be submitted in one of four categories:
► For buildings on individual residential plots
► For buildings other than those on individual residential plots
► For layouts/sub-division of plots
Alottee Building Plan
application,
Building Byelaws
Building Plan
submitted to the
Planning Division
with all enclosures
Building Plan
Approval
System/Offline,
depending on plot
size
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► For temporary structures
The documentary requirements for each type of Building plan vary (refer
to Checklists 1A, 1B, 1C and 1D in Annexure-I of the Building Byelaws).
These requirements may include, but are not limited to:
► Proof of ownership (e.g. allotment letter, lease deed)
► Application form
► Details of previous applications (if applicable)
► Specifications and drawings attested by a designated Technical
person.
► General Specifications Sheet (as per Appendix-6).
► Building permit fees, completion fees, etc. (calculated as per
Section 10)
► Indemnity bond on Rs. 100/- stamp paper duly notarised
indemnifying that construction shall be as per the Authority’s
Building Byelaws and the approved Building Plan, and that all
other routine stipulations and requirements of the Authority will
be adhered to.
For comprehensive documentary requirements, refer to Sections 6-10 and
Appendix-1 of the Building Regulations, 2010
(http://www.greaternoida.com/blaws2010)
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S2 Notification issued to applicant indicating that application has been
submitted. Unique tracking number assigned to application; applicant
issued a receipt as confirmation of submission.
Planning Division Building Plan
application
Application
assigned tracking
number, receipt
issued to
application
Building Plan
Approval
System/Offline,
depending on plot
size
S3 After filing of application, the application is “deemed approved”, and the
applicant may provisionally commence the construction in accordance
with the requirements of Zoning Regulations of Development Plan/Master
Plan, these Regulations or Planning, Development Directions and terms of
Lease Deed. Either of the following may happen:
1) In case of any objections are found during scrutiny of the plans,
the same shall be rectified by the applicant and any violations are
found during or after the construction, the owner shall be
required to rectify the same to the satisfaction of the Authority
within a period of 30 days from the date of intimation. In case the
allottee fails to comply, the Authority shall ensure compliance and
the expenditure incurred on doing so shall be recovered from the
owner before issuing the Occupancy Certificate.
2) If within 60 days of receipt of application, refusal or sanction is not
granted, the application is deemed approved and the permit
sanctioned, provided such fact is immediately brought to the
notice of CEO in writing within 20 days after expiry of the 60 day
period.
Planning Division Application filed Application
deemed approved
Building Plan
Approval
System/Offline,
depending on plot
size
S4 Application and documents are scrutinized for compliance with the
Building Byelaws and any other technical requirements defined on a case-
Planning Division,
Horticulture
Division (if
applicable),
Building Plan
application
Application
processed, either
Building Plan
Approval
System/Offline,
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by-case basis. Based on plot size, the Planning Division may carry out this
scrutiny themselves, or elect to delegate to another division:
► 5 acres and below: Scrutiny done by Planning Division
► Above 5 acres: In the case of electrical works, scrutiny done by
Projects Division. In the case of horticulture works, scrutiny done
by Horticulture Division. Planning Division handles all other
scrutiny.
Basis this evaluation, the building plan may be either approved or returned
to applicant for revision.
► In case of approval, the receipt issued in S3 will serve as a
sanction letter for building plan. This remains valid for a period
of 5 years from date of allotment, or 3 years from date of lease
deed execution, whichever is earlier. Proceed to S5.
► If any mistakes or deviations are found, the relevant Technical
Person signing the submission will be held responsible. The
following actions may be taken:
o First time- Warning
o Second time- Black listed for 1 year
o Third time- Refer to COA/ITPI/MIC for cancellation of
registration
► In case of rejection, application is returned to Architect along
with comments/reason for rejection. The Authority can
demolish the unauthorised construction at the expense of the
allottee. In case the allottee fails to pay, the same will be
recovered from him as arrear of land revenue. Return to S1. The
Projects Division (if
applicable)
approved or
rejected.
depending on plot
size
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allottee will be required to pay penalty and time extension
charges, if required.
Additionally, the applicant has the option to appeal against
refusal of building permit to the Chairman within 60 days from
the date of communication of such order. The appeal shall be
accompanied by copy of the order appealed against and receipt
of appeal fee which shall be 50% of the original plan fee. The
decision of the Chairman shall be final, conclusive and binding.
S7 One of the following may occur on a case to case basis:
► In case of deviation from the phase-wise construction timeline
approved in the Lease Deed/byelaws/scheme document and/or
any other terms and conditions of the building plan approval or
Building Byelaws, the allottee is subject to financial penalties as
specified in the Lease Deed.
► If any external additions/ alterations from the sanctioned plans
are intended to be made, the permission of the CEO shall be
obtained in writing.
► The CEO may cancel the sanctioned permit in consequence of any
material misrepresentation or fraudulent statement contained in
the application
Planning Division,
Finance Division
Approved Building
Plan application,
Lease Deed
Penalties incurred
as required
Offline
End: Building plan permit sanctioned/ rejected
List of Attachments:
► Sample building plan application, along with supporting documentation
► Sample Building Plan Approval Permit
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3.9.7 Issuance of Occupancy Certificate
Issuance of Occupancy Certificate
Post completion of construction as per the timeline prescribed in the approved building plan, the Architect or other Technical Person in charge of the project may prepare
submit a Building Completion plan for scrutiny and physical validation. Successful applications will be issued an occupancy certificate, which serves as documentary
confirmation that construction has been completed up to specifications and is functionally and structurally safe for occupancy. Following issuance of the occupancy
certificate, additional services, such as water and sewerage connection, may be availed by the allottee.
► In cases of large housing developments (e.g. Group Housing, Builders), allottees may also file for phase-wise or block-wise partial occupancy certificates.
Preceding Process Building Plan Approval
Subsequent Process Water connection & maintenance
# Process Steps Supplier Input Output Platform
Start: Construction on plot completed
S1 Technical personnel (Architect, Engineer) to be designated by applicant
submits Building Completion plan to the Planning Division, along with
documents as per Checklist A under Appendix-9 of the Building
Byelaws, which include but are not limited to:
► Declaration on Rs.10/- stamp paper duly signed by the
Architect and the allottee stating that the Building constructed
by the allottee is constructed under the supervision of a
Architect and is in accordance with a Zonal Plan and Building
Byelaws
Allottee/Applicant Technical
personnel
designated
Technical
personnel
approved
Building Plan
Approval
System/Offline,
depending on plot
size
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► Two postcard-size photographs of the building constructed
(one from the front, one from the back) attested by the
Architect and marked with date and plot number
S2 Notification issued to applicant indicating that application has been
submitted. Applicant issued a receipt as confirmation of submission.
Planning Division Building
Completion plan
Receipt issued to
application
Building Plan
Approval
System/Offline,
depending on plot
size
S3 Application and documents are scrutinized for compliance with the
Building Byelaws and any other technical requirements defined on a
case-by-case basis. In parallel, physical site validations are to be carried
out to verify compliance with Building Byelaws and the approved
building plan within 30 days. In case of multi storey buildings, the work
shall also be subjected to the inspection and clearance of the Chief Fire
Officer, UP Fire Service.
If any mistakes or deviations are found, the relevant Technical Person
signing the submission will be held responsible. The following actions
may be taken:
► First time- Warning
► Second time- Black listed for 1 year
► Third time- Refer to COA/ITPI/MIC for cancellation of
registration
Basis these evaluations, the building plan may be either approved or
returned to applicant for revision.
Planning Division Building
Completion plan
Application
processed, either
approved or
rejected.
Building Plan
Approval
System/Offline,
depending on plot
size
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► In case of approval, the receipt issued in S3 will serve as a
sanction document (Occupancy Certificate). Proceed to S5.
► In case of rejection, application is returned to applicant along
with comments/reason for rejection. Return to S1. The
allottee will be required to pay penalty as required.
Indemnity bond on Rs. 100/- stamp paper duly notarised indemnifying
that construction has been undertaken and completed per the
Authority’s Building Byelaws and the approved Building Plan, and that
all other routine stipulations and requirements of the Authority will be
adhered to.
Allottee, Planning
Division
Approved
Building Plan
Application
Indemnity bond
binds successful
applicant to
terms and
conditions of
Building Byelaws
and approved
building plan
Offline
End: Building plan permit sanctioned/ rejected
List of Attachments:
► Sample building completion application, along with supporting documentation
► Sample Occupancy Certificate
3.9.8 Planning and management of special projects
Planning and management of Special Projects
In cases, the Planning Division will engage in planning and implementation of designated “Special Projects”, such as major universities (e.g. Gautum Budh
University), recreational/tourist destinations (Night Safari Project), hospitals (Kashi Ram Multi-speciality Hospital) and community/convention centres.
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Based on project type and project size, the Planning Division may elect to hire external consultants via tender, in order to assist with project planning,
management and implementation.
Preceding Process Formulation of Sector Layout Plans
Subsequent Process Project Development (Projects Division)
# Process Steps Supplier Input Output Platform
Start: Requirement for Special Project raised
S1 Estimate/bill of quantities (BOQ) for Special Project prepared. This
estimate will detail scope, requirements, timelines, finances, and
strategies for management of quality, resource, stakeholder,
communications and risk. The Estimate is prepared in either of the
two ways:
1) By the Planning Division
2) Outsourced to a third party consultant through a tendering
process (refer process titled “Tender Management”)
Planning Division - Estimate/BOQ Offline
S2 Estimate forwarded to GM/DGM (Planning) for approval Planning Division Estimate/ BOQ
GM/DGM
(Planning)
signoff
Offline
S3 Estimate forwarded to Technical Cell for checking and validation of
figures
Planning Division Estimate/ BOQ
Technical Cell
validation
Offline
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S4 Approved Estimates forwarded to Technical Committee via
GM/DGM (Planning) for review.
► For projects up to Rs. 2 cr. in value, the Committee will be
comprised of: DGM (Projects), DGM (Finance), DGM
(Planning)
► For projects above Rs. 2 cr. in value, the Committee will be
comprised of: GM (Projects), GM (Finance), GM (Planning)
Projects Division Estimate/ BOQ Technical
Committee
sanction
Offline
S5 Technical Committee findings to be forwarded to sanctioning
authority for Administrative Approval/Expenditure Sanction.
Sanctioning authority is as given below:
► For projects up to Rs. 200 lacs – DCEO/ACEO
► For projects above Rs. 200 lacs - CEO
Technical
Committee
Technical
Committee
sanction
Sanctioning
authority signoff
Offline
End: Project handed over to Projects/Horticulture Division for implementation and monitoring
List of Attachments:
Nil
3.9.9 Building Design and Landscaping
Building design and landscaping
Once sector layout plans have been formulated, the Building Cell within the Planning Division may be assigned work with respect to design of buildings
purposed for different uses; this work may pertain to any of the following:
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► Preparation of design of housing units for different categories, shopping complexes, community centres, barat ghars, labour housing, offices, group
housing etc., to be constructed by GNIDA
► Interior designing
► Development of standard alternative building designs for standard plot sizes for sale to public
In addition, the Planning Division is responsible for landscape design of the city as a whole, and for particular areas, sectors and projects. The Division is
responsible for preparing arboriculture and plantation plans and handing those plans over to the Horticulture Division for implementation and
maintenance.
Preceding Process Formulation of Sector Layout Plans
Subsequent Process Nil
# Process Steps Supplier Input Output Platform
List of Attachments:
Nil
3.9.10 Challenges & Expectations
Major risks/challenges faced by the division
► Internal pendency,
► Lack of notifications on existing online systems,
► Minimal use of GIS
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► Current Building Plan Approval system automatically screens building plans as AUTOCAD drawings before converting them to PDF format. At
present, this PDF file is manually reviewed by the Sr. Ex. (Architecture) for second level approval. This manual process requires an extra 5-7 minutes
per building plan, creating an inefficiency in the work process.
Key expectations from the new system
► Facility for review of road geometrics and real time tracking of traffic patterns – this functionality should be able to flag instances of specific
junctions/roads exceeding a certain capacity threshold (e.g. 70-80%)
► Integration with bus network – functionality should show real time location of bus routes, stops, etc.; should be linked with Urban Services
► Real-time tracking of signage (as per planned/marked locations) – current process requires manually verifying whether signage plates are vacant
or not
► Integration with existing Building Plan Approval platform, else creation of a fresh module to facilitate the same
► Cross-divisional transparency – pendencies, approvals and audit trails to be viewable across divisions
3.2 Overview - Land Division
# GNIDA/ Department Overview
1 Department Name Land Division
2 Organizational Structure
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3 Responsibilities of the division
The Land Division is responsible primarily for the acquisition and resumption of land, which refers to the process by which the government in Uttar
Pradesh acquires private land and resumes Gaon Sabha (village) land for the purpose of industrialisation, development of infrastructural facilities or
urbanisation of the private land, and provides compensation to the affected land owners and their rehabilitation and resettlement. In the context of
GNIDA, the land to be acquired is identified by the Planning Division and the land division is then responsible for maintenance of records related to
those acquisitions, resumptions, verification of Shajra imposition plans1, relevant revenue records and displaced farmer lists, execution of the land
acquisition procedure and coordination for disbursement of compensation to land owners. The acquisition process may be undertaken in one of two
ways:
► Acquisition of land from land owners – proposal based, wherein a proposal is routed through several levels of evaluation at the ADM, DM,
Board of Revenue, and State Government level before the handover of land to the acquiring body, i.e. the Authority, can be facilitated
1 Detailed village maps, used primarily in issues of land management, ownership and administration
ACEO/DCEO
Tehsildar
[Survey] Amin
Tehsildar
[Survey] Amin
Tehsildar
[Survey] Amin
Tehsildar
[Survey] Amin
Land Consultant
Officer on Special Duty
(Land)
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according to provisions contained in the Right to Fair Compensation and Transparency in Land Acquisition, Rehabilitation and Resettlement
Act, 2013 (Act No. 30 of 2013)
► Acquisition of land from land owners – direct purchase, when the Authority prefers to circumvent the proposal channel, they may engage
with farmers directly for acquisition of their land. In such cases, a general requirement for land is published, and farmers approach the
Authority directly to indicate interest in selling their land.
► Resumption of Gaon Sabha (village) land and transfer of State Government land
4 IT applications / systems actually being used by you
► Universal File Tracking System (FTS)
3.9.1 Acquisition of Land from land owners – proposal based
Acquisition of land from land owners – proposal based
The land acquisition- proposal based process involves users within the Authority (Land, Finance, Marketing), the sub-division and district level authorities
(DM, ADM (Land), SDM), revenue authorities (Collector, tahsildars) and the State Government (Industries Dept., et al). Here in, a proposal is routed to the
State Government (viz. Industrial Development) through several levels of evaluation at the ADM, DM and Board of Revenue level before the handover of
land to the acquiring body, i.e. the Authority, can be facilitated.
Preceding Process Identification of land for acquisition and survey (Planning Division)
Subsequent Process Formulation of sector layout plans (Planning Division)
# Process Steps Supplier Input Output Platform
Start: Requirements for land acquisition formulated by Planning Division
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S1 Land acquisition requirement submitted to CEO’s office in a the form of a
note from the Planning Division
G.M. (Planning) Note containing
Khasra numbers 2
and village details
of farmland to be
acquired
- Offline
S2 Land acquisition requirement forwarded to CEO for internal
approval
ACEO/DCEO Land acquisition
requirement
CEO signoff Offline
S3 Formulation of proposal document by Land Division. The following
information is annexed to the proposal: Village name, khasra numbers,
land area in hectares of each khasra, village-level map etc.
Survey Amin – Land
Division (GNIDA)/
Tehsildar
Village name,
khasra number(s),
khasra-wise land
area(s), village
map
Proposal
documents
Offline
S4 Proposal forwarded to CEO for internal approval OSD (Land) Proposal
documents
CEO signoff Offline
S5 Proposal submitted to office of ADM (LA) as a file along with schedule, map
on prescribed pro forma.
ACEO/DCEO, OSD
(Land), Tehsildar,
Land consultation
Proposal
documents
- Offline
S6 Proposal examined by ADM (LA); demand calculations made at 10% of
current land rate (10% acquisition charge) in order to adjudge amount of
the initial deposit to be made by the acquiring body
ADM (LA) Proposal
documents, land
rates
- Offline
2 A unique identification number for a plot of agricultural land, specifying land and crop details, as well
as plot measurements, ownership, etc.
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S7 Proposal evaluated by Survey Amin against prescribed parameters. Amin
to conduct physical site visit to validate compliance with fixed norms, such
as:
► Land should not be in the name of by government
► Land should not be in the name of Gaon Sabha
► Details of any structures (e.g. buildings, trees) currently present
on the prescribed plot of land
Evaluation is conducted against 23 points laid out by the Board of Revenue.
Post-evaluation, the Survey Amin files a report detailing findings from the
visit, and submits to the reporting Tehsildar.
Survey Amin (Land
Division – GNIDA) in
consultation with
representatives
from Planning and
Projects Divisions
Findings from
survey visit,
khasra numbers
Evaluation report
(in prescribed
format – annexed)
Offline
S8 Tehsildar signs off on report from physical survey/evaluation of land. Tehsildar (Land
Division – GNIDA)
Evaluation report Tehsildar signoff Offline
S9 Proposal evaluated by Sub-Divisional magistrate; final evaluation report
written and filed. This report constitutes the final level of approval for the
proposal.
SDM Proposal
documents,
Tehsildar report
SDM signoff Offline
S10 Deposit of 10% of total cost of land (as per current land rates) made out by
the acquiring body (GNIDA) to district authorities (ADM (LA))
Land Division
(GNIDA), Finance
Division (GNIDA)
Area of land to be
acquired, land
rates
Advance paid to
ADM (LA)
Offline
S11 Proposal recommended to Director (Land Acquisition), Gov’t of Uttar
Pradesh, by ADM (LA)
ADM (LA) Proposal
documents, letter
of approval from
ADM (LA)
- Offline
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S12 Director (Land Acquisition), Gov’t. of Uttar Pradesh examines proposal Direct (LA),
Government of U.P.
Proposal
documents
- Offline
S13 Either of the two things many happen:
1. If the proposal is found satisfactory post evaluation, it is forwarded to
Department of Industrial Development, Government of U.P. for issue
of notification of acquisition. Proceed to S14.
2. If the proposal is found lacking, referred back to concerned Collector
for clarifications and resubmission of proposal (Process from S4
onwards repeats)
Department of
Industrial
Development, Gov’t
of U.P.
Proposal
Documents
Notification u/s
11 – if forwarded
as approved
Offline
S14 Notification published in 2 local newspapers by the Marketing Division
(GNIDA). Notification forwarded to ADM (Land) for issuing of notices in
concerned villages
Land Division
(GNIDA), Marketing
Division (GNIDA),
ADM (Land)
Notification u/s
11
- Offline
S15 Deposit of 70% of estimated cost to be paid to ADM (Land), along with 12%
additional compensation
Land Division
(GNIDA), Finance
Division (GNIDA)
To be determined
by ADM (LA)
under provision
of Sec. 26-30 of
Act
- Offline
S16 Recommendation for Notification u/s 19 made to State Government ADM (Land) via
Director (Land
Acquisition)
Satisfactory
proposal, receipt
of fees, issue of
Notification u/s
11
- Offline
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S17 Proposal for Notification u/s 19 to be sent to Industrial Development
Department., Gov’t of U.P.
Collector Proposal
documents
- Offline
S18 Statement prepared for disbursement of at least 80% of compensation to
farmers
ADM (Land) - Form 11 Online
S19 >80% of land compensation paid out to farmers either via cheque or RTGS Finance Division
(GNIDA), Land
Division (GNIDA)
Form 11/11CC - Offline
S20 Notification u/s 19 issued by State Government, published in 2 local
newspapers by the acquiring body (GNIDA).
Land Division
(GNIDA), Marketing
Division (GNIDA)
Notification u/s
19
- Offline
S21 Notice of acquisition of land u/s 21 issued to farmers by ADM (LA). ADM (Land
Acquisition)
Notification u/s 9 - Offline
S22 Balance 20% of land compensation paid out, in addition to:
► Land Acquisition Charges
► Land Revenue for acquired land
Notification and disbursement of compensation are to be completed
within 3 months award of land O\R within 8 months of issue of Notification
u/s 4(17) (S5)
Finance Division
(GNIDA), Land
Division (GNIDA)
- - Offline
S23 Land awarded to acquiring body (GNIDA) within a period of 12 months from
the date of notification u/s 19.
DM/ Commissioner/
Board of Revenue
- - Offline
End: Land handed over to GNIDA – land ready for Sector Layout Planning and allotment/development by the relevant entity
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List of Attachments:
► Sample proposal document
► Sample of notification u/s 11
► Sample of notification u/s 19
► Sample of notification u/s 21
3.9.2 Acquisition of Land from land owners – direct purchase
Acquisition of Land from land owners – direct purchase
In some cases, the Land Division will elect to circumvent the standard proposal-based process of land acquisition routed detailed in Section 1.1.1, and
instead approach and engage with farmers directly for purchase of their land; this has the additional benefit of saving the Authority the marginal amount
that would otherwise be paid out in deposits to the district authorities. The emphasis in this process is on record verification and independent evaluation
of the plot/land in question. All processes listed herewith are executed as per directives contained in Government Order No. 314/77-3-16-163M/15, dated
February 23, 2016. Post issuance of a notification u/s 11, compensation is disbursed within 8 months, and land is typically handed over within 3 years.
Preceding Process Identification of land for acquisition and survey (Planning Division)
Subsequent Process Formulation of sector layout plans (Planning Division)
# Process Steps Supplier Input Output Platform
Start: Requirements for land acquisition formulated by Planning Division
S1 Land acquisition requirement submitted to CEO’s office in a the
form of an office note from the Planning Division
G.M. (Planning) Office note containing
Khasra numbers and
village details of
- Offline
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farmland to be
acquired
S2 Land acquisition requirement forwarded to CEO for internal
approval
ACEO/DCEO Land acquisition
requirement
CEO signoff Offline
S3 Requirement to be verified with 1359 Fasli/Jild Bando Bast –3 i.e.
verification of village name against khasra numbers, as maintained
in land records. This process takes a week’s time.
Survey Amin/
Tehsildar (Land
Division, GNIDA)/
OSD (Land)/ Land
Consultant
Land acquisition
requirement, land
records
- Offline
S4 Post verification, the said requirement is sent to ACEO for approval Land Division Land acquisition
requirement verified
ACEO signoff Offline
S5 Requirement is sent to Marketing Division for publishing in 2 local
newspapers, post approval of publication content by ACEO
Marketing Division Land acquisition
requirement, ACEO
signoff
Publication of notice
in newspaper
Offline
S6 Within 15 days of publication of notice as detailed in S5, farmers
willing to sell their land to submit Letters of Intent (LOI) at GNIDA
reception. LOI may be submitted in a standard format, but are
usually submitted in a non-standard format of 4-5 lines, together
with village name, khasra number, area in hectares of saleable land,
and revenue records (khatauni)
Land owners
(farmers)
Publication of notice
in newspaper
LOI from land owners
(farmers)
Offline
3 Old land records used for the purpose of manual verification of farmland and details thereof.
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S7 Physical copies of LOI are marked to CEO/ACEO, manually
delegated by respective officer to OSD (Land) for action
CEO/ACEO LOI from land owners
(farmers)
Cases delegated to
OSD (Land)
Offline
S8 Case forwarded to Tehsildar for action OSD (Land) Case/application
submitted by farmers
- Offline
S9 Proposal evaluated by Survey Amin against prescribed parameters.
Amin/Tehsildar to conduct physical site visit to validate compliance
with fixed norms, such as:
► Land should not be in the name of gov’t
► Land should not be in the name of Gaon Sabha
► Land should not currently be involved as collateral in any
outstanding loan/debt
► Details of any structures currently present on the
prescribed plot of land
Post-evaluation, the Survey Amin files a report detailing findings
from the visit, and submits to the reporting Tehsildar.
Survey Amin (Land
Division – GNIDA)
Findings from survey
visit, khasra numbers
Evaluation report (in
prescribed format –
annexed)
Offline
S10 Affidavit and indemnity bond to be signed on stamp paper,
affirming that the land in question belongs to the individual(s) who
submitted the LOI for sale of land, as well as validating khasra
numbers and land area.
► In parallel, the farmer provides a search certificate verified
and signed by the sub-registrar. This certificate details the
last 12 years of ownership history of the concerned land.
Farmer Affidavit, indemnity
bond (examples
annexed)
- Offline
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S11 ► List of land to be acquired forwarded to ACEO for approval OSD (Land) List of land to be
acquired
ACEO signoff Offline
S12 Post ACEO approval, the same land listing is published in local
newspapers
Marketing Division List of land to be
acquired, incl. khasra
numbers
- Offline
S13 Basis publication of khasra numbers up for acquisition, objections
may be raised as letters submitted to GNIDA against any of the
acquisitions. Complainants have 15 days to object post issuance of
notification u/s 4(17).
IF objections are raised, proceed to S13
ELSE Move directly to S15.
Land Division
(GNIDA), ACEO
List of land to be
acquired, incl. khasra
numbers, Objections
and details thereof (if
applicable)
- Offline
S14 A hearing is convened by the Land Division (GNIDA), at which
objection(s) are heard by OSD (Land)
Land Division
(GNIDA)
- - Offline
S15 Report to be compiled and submitted to ACEO for final decision Land Division
(GNIDA)
Hearing report Decision on whether
to acquire land in
objection
Offline
S16 Valuation report generated on the basis of the following inputs:
► Compensation for land calculated at the standard land
rate (currently @ Rs. 3,500/sq. m)
► Stamp duty @ 5% of total land value
► Fixed registration fees
Survey Amin Standard land rates,
land area
Valuation report Offline
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S17 Valuation report submitted to Tehsildar for first-level consultation
and approval. Any corrections are made by the reviewer and are
forwarded to for the next level of approval along with the report.
Survey Amin Valuation report Tehsildar signoff Offline
S18 Valuation report forwarded to OSD (Land) for second-level
consultation and approval. Any corrections are made by the
reviewer and are forwarded to for the next level of approval along
with the report.
Tehsildar Valuation report OSD (Land) signoff Offline
S19 Valuation report forwarded to ACEO for third-level consultation
and approval. Any corrections are made by the reviewer and are
forwarded to for the next level of approval along with the report.
OSD (Land) Valuation report ACEO/DCEO signoff Offline
S20 Valuation report forwarded to GM (Finance) for fourth-level
consultation and approval. Any corrections are made by the
reviewer and are forwarded to for the next level of approval along
with the report.
ACEO/DCEO Valuation report GM (Finance) signoff Offline
S21 Valuation report returned to Tehsildar for necessary action. Entire
process from S15-S20) requires 1 week.
GM (Finance) Valuation report - Offline
S22 Valuation report forwarded to CEO for financial approval – within
15 days of receipt of report from Finance.
OSD (Land) Valuation report CEO signoff Offline
S23 Land Division initiates possession process by taking possession
letter from farmer, as per prescribed format.
Land Division
(GNIDA)
- Possession letter Offline
S24 Parallel signoffs on acquisition required from Land and Projects
Divisions
OSD (Land), GM
(Projects)
Possession letter OSD (Land) and GM
(Projects) signoffs
Offline
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S25 Documentation filed and forwarded to Finance Division for
disbursement of compensation to farmer
Land Division
(GNIDA)
- - Offline
S26 Purchase money to be disbursed in one of the following ways:
► RTGS transfer
► Cheque
In the case of purchase money being disbursed via cheque,
payment is made on three levels:
► Cheque for registration fee, made out in the concerned
Amin’s name
► Cheque for stamp duties (5% of land value), made out in
name of Chief Treasury Officer
Cheque for purchase money for land, made out directly in the name
of the selling farmer
Finance Division
(GNIDA)
Offline/RTGS
S27 In case of cheque disbursement, letter is sent to Amin and CTO
along with cheque to make stamp paper available.
After 3 days, stamp paper is collected by Amin from CTO
Land Division Letter of intimation
along with cheque
Stamp Paper Offline
S28 Execution of sale deed between farmer and Amin Sale Registrar Executed sale deed Offline
S29 Mutation by Tehsildar in Tehsil office after 35 days of execution of
sale deed
Tehsildar Sale deed Mutation Offline
End: Land handed over to GNIDA – letter is sent by Tehsildar to Projects regarding the land acquisition
List of Attachments:
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► Sample LOI for sale of land
► Sample valuation report
3.9.3 Resumption of land
Resumption of land
In some cases, the Authority may seek to forgo the traditional acquisition process (i.e. via proposal or direct purchase) and instead initiate a compulsory
acquisition process, known as land resumption. Gaon Sabha and/or government land situation in between parcels identified for acquisition is categorized
separately, and may not be acquired through the channels mentioned in Processes 4.2.1 and 4.2.2. Proposals for resumption of land are presented pro
forma and sent to the office of the District Collector for recommendation and award of land as per provision of the Revenue Code, 2006.
# Process Steps Supplier Input Output Platform
List of Attachments:
Nil
3.9.4 Challenges & Expectations
Major risks/challenges faced by the division
► Due to RTGS mechanism for payment of compensation to farmers, there may be cases where there is a delay in processing payments to farmers.
This creates a risk that the farmer is not present for execution of sale deed, causing losses to the authority
Key expectations from the new system
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► Instead of RTGS mechanism for compensation payment to farmers, payment via mode of cheque should be in place where complete details
regarding the farmer is available
3.3 Overview - Property, Institutional, IT, Builders, Commercial, Industry Division
# GNIDA/ Department Overview
1 Department Name Property Division, Institutional Division, IT Division, Builders Division, Commercial Division, Industry Division,
6% Abadi Division
2 Organizational Structure
3 Responsibilities of the division
All of the above divisions are responsible for the entire land allotment cycling and maintaining computerized records and accounting with regard to
the property falling under their respective vertical, including follow up action relating to:
CEO
ACEO
HOD (Property)
ResidentialBuilt-up Housing
Group Housing
HOD (Institutional)
HOD (IT)HOD
(Builders)HOD
(Commercial)HOD
(Industry)HOD (6% Abadi)
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► Scheme formulation and allotment
► Registration of property (execution of Lease Deed)
► Alottee services (18 services including sub-leasing, mortgage, transfer of lease, cancellation, etc.)
► Collection of fees/dues
4 IT applications / systems actually being used by you
► Office Automation (Property Management software)
► Online allottees services for post allotment services (mortgage, one-time payment, others)
► Web based allottee account information
► Universal File Tracking System (FTS) (Common)
► Integrated Grievance Redressal system (IGRS) (Common)
► Grievance Portal (Common)
3.9.1 Scheme formulation and processing
Scheme formulation and processing
Schemes terms and conditions are detailed documents drafted by Marketing Division using inputs from and in consultation with respective divisions (for
terms and conditions and planning) for allotment of identified vacant or newly carved out sector layout land. The scheme document typically includes the
following:
► General terms and conditions for application and allotment
► Specific terms and conditions for published plots as per planning norms
► Names/particulars of bank branches and other places authorized to sell application forms
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► Amount required for registration
► Payment plan
► Details of penalties for non-compliance with scheme timelines and/or terms and conditions
► Dates of opening and closing of the scheme, etc.
► Application forms as annexure
There are two types of schemes. Open-ended schemes are floated on an ongoing basis – applicants for allotment may apply on a rolling basis under the
scheme’s conditions and the authority has to process the application within the stipulated time period as per the terms and conditions of the respective
scheme. Closed-ended schemes are floated with a specific opening and closing date, during which applicants may submit forms along with all requisite
documents. Once documents are submitted, applications are reviewed by an Allottment Committee chaired by the ACEO/DCEO and composed of the
following users:
► Head of department (HOD) for the relevant property division (e.g. Residential, Commercial, Institutional)
► GM (Finance) OR other designated HOD
► GM (Planning) OR other designated HOD
► GM (Legal) OR other designated HOD
► GM (Projects) OR other designated HOD
Post consultation by the committee, final allotments are made in one of four ways and the successful allottee is issued an Allotment Letter:
► On a draw basis, where chits are drawn manually from a pool of all successful applicants
► On an interview basis, where all applicants are interviewed by the aforementioned Allotment Committee
► On a tender basis, where applicants must submit a technical qualification bid as well as a price bid as per standard tender process
► On an auction basis, where applicants are selected only on a price bid basis
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Preceding Process Sector Layout Planning (Planning Division)
Subsequent Process Registration of Property (execution of Lease Deed)
# Process Steps Supplier Input Output Platform
Start: HOD of a given Division requests details of available land
S1 Scheme in-charge designated. The Scheme in-charge holds
accountability for the entire value chain of the scheme, including
collection of applications, validation of data, making arrangements
for the draw, etc.
Head of Dept. - - Offline
S2 Basic information of unallocated plots under the 6 different
property verticals- Builders, Commercial, IT, Institutional,
Residential and Group Housing, are forwarded (category/sector-
wise) to Property Division on an as-is-where-is basis. This is used as
a data input for scheme formulation.
Details of left over plots (vacant land, cancelled allotments,
forfeitures, etc.) are generated in parallel by the relevant Property
division. The two lists are cross-checked and consolidated. This is
done on an as-is-where-is basis.
Planning Division
Misc. (Sector
name, area of
plots/houses
etc.)
Specification
for
formulation
of new
schemes
Offline
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S3 Consolidated list of available property compiled forwarded to
Finance Division for costing inputs and rate evaluation and Project
division for built up inputs
Respective
Division, Planning
Division
Details of
available
property
Costing
inputs
Offline
S4 Costing inputs forwarded to Property Division for scheme
formulation
Finance Division Costing inputs - Offline
S6 Formulation of Allotment Committee:
► ACEO/DCEO
► GM (Property) / Head of dept.
► GM (Finance) / Head of dept.
► GM (Planning) / Head of dept.
► GM (Legal) / Head of dept.
► GM (Project) / Head of dept.
Respective
Division
Allotment
Committee
formulated
Offline
S7 The scheme is formulated on the basis of the Annual Action Plan
and/or availability of plots as stated by Planning and Property
Divisions. The scheme is written in the form of a detailed document
that includes-
► Terms and conditions for application and allotment
► Names/particulars of bank branches (selected by Finance
Division) and other places authorized to sell application
forms
► Amount required for registration
Marketing Division
with inputs from
Respective
Division,
Finance Division
(for selection of
banks and
finalization of
costing)
Annual action
plan/
availability of
plots
Scheme Offline
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► Payment plan (prepared on Excel listing out the
instalments to be paid over a period of time). Payment plan
calculated against total land premium, i.e. land rate (either
as per standard land rate or as per successful bid rate)
multiplied by plot area.
► Details of penalties for non-compliance with scheme
timelines and/or terms and conditions
► Dates of opening and closing of the scheme, etc.
► Application forms as annexure
S8 Scheme document forwarded for internal approval.
► In case of completely new schemes, the scheme document
is forwarded to the Board for review and approval. The
decision to take the approval from the Board is taken by
the CEO on a case to case basis.
► In case of existing schemes and/or schemes with some
level of precedent, the scheme document is forwarded to
the CEO for approval
Respective
Division
Scheme
document
CEO/Board
signoff
Offline
S9 Approved scheme forwarded to Marketing Division for publication
in local newspapers and for circulation of scheme documentation
and application forms to banks. Simultaneously, approved scheme
forwarded to Systems Division for publication on Authority
website.
Respective
Division
Scheme
document
Scheme
document
handed over
to Marketing
Offline
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S10 Scheme published in local newspaper and website for public
information, circulated to banks for distribution of applications
Marketing
Division/ Scheme
in charge
Scheme
details,
application
form
- Offline/Online
S11 Individual banks to consolidate applicant details for applications
received at that bank. Banks to forward details of successful
applicants in soft & hard copy (i.e. those who have submitted
completed application forms with all the required documentation,
as specified in the scheme document) to the Property Division for
allotment.
Banks Received
application
forms and
documents
List of
successful
applicants
forwarded to
GNIDA
S13 Post closure date of the scheme, allotment to occur in one of 4
ways, as specified in the original scheme document:
► Draws conducted to select allottees from list of eligible
applicants. The draw shall be conducted by the scheme in-
charge and all arrangements pertaining to the draw will be
made as necessary by the Property Division (in case of
Residential plots)
► Bids entertained through open tender (in the case of,
Builders, Group Housing)
► Auction process
► Interview process conducted by members of the defined
Allotment Committee. Purpose of interview is to
Scheme in-charge Final shortlist
of applicants
List of
allotments
finalized
Property
management
software
In case of draws,
offline
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corroborate details put forward in application (in case of
Institutional plots)
S14 List of successful applicants compiled and submitted to approval
to:
► Members of Allotment Committee
► ACEO
► CEO
Respective
Division
- CEO signoff Offline
S15 Following approval, the following processes are initiated:
► List of successful applicants forwarded to Systems Dept.
for publication on website
► For unsuccessful applicants, process to refund cheques is
initiated by sending file to Finance division. Finance
division prepares refund cheques prepared for
unsuccessful applicants.
Respective
Division, Finance
Division, banks
List of
unsuccessful
applicants
Refunds paid
out to
unsuccessful
applicants
Property
management
software
S16 List of successful applicants displayed on the website for public
notification
System Division Draw results List of
successful
allottees
published
Online (website)
S17 Allotment Letter is issued to the successful allottees along with
payment plan (as per the scheme document) via post
Respective
Division
Receipt of
acceptance
payment from
allottee
Allotment
letter
Offline
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S18 Upon issuance of the Allotment Letter, allotment money as a
percentage of total land premium (as specified in scheme
document) is payable to the Authority via direct deposit or RTGS.
Allotment money is payable within the stipulated time period of
issuance of allotment letter. If amount is not paid, the allotment is
liable to be cancelled.
Allottee Allotment
Letter
Deposit paid Direct Deposit/ RTGS
End: Data and files of successful allottees transferred to designated scheme in-charge
List of Attachments:
► Sample Scheme Document
► Sample Allotment Letter
3.9.2 Registration of property (execution of Lease Deed)
Registration of property (execution of Lease Deed)
Registration of property is the formal process through which an allottee can claim ownership/ lease of the said property. Registration of property is carried
out by executing a Lease Deed, which is a legal document that lays out the prescribed terms and conditions under which the property is leased out. Lease
deed must contain information about the lessor, lessee, tenure of lease, lease payments payable and other terms to be followed by the lessee and lessor
during the lease term. Registration of property can only be undertaken once an Allotment Letter has been issued to the successful allottee, and allotment
money has been received within the prescribed timelines.
Preceding Process Scheme formulation and processing
Subsequent Process Allottee Services
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# Process Steps Supplier Input Output Platform
Start: Allotment letter issued to allottee as well as Lease Plan received by Project Dept (post approval by Planning, Law and Land)
S1 List of formalities to be completed before registration of plot
to be consolidated into a checklist and forwarded to the ACEO
for approval. Checklist of documents and fees is as follows:
► Bank challan of ramp charges
► Bank challan of Lease Rent
► Bank challan of processing charges of Rs. 5000/-
► Stamp papers of the required denomination
► 5 Photographs duly attested by a Gazetted Officer or
the Banker
► 2 Signatures duly attested by a Gazetted Officer or
the Banker
► Late registration fees (if due) equal to 1% of the total
cost of the plot.
► Any other penalty/fees as approved for a particular
scheme in certain circumstances
Respective
Division
Formalities to be
compiled into registry
checklist
ACEO signoff on
checklist
Offline
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S2 Relevant Division to send approved checklist to successful
allottees for the scheme along with Lease Deed draft and rate
chart of requisite fees and stamp papers.
Scheme in-
charge
- Checklist of
documents and
fees, lease deed
draft
Offline
S3 Allottee to provide details to Property Division with
documents and fees in line with checklist.
Allottee Checklist for registry of
property, requisite
fees and documents
- Offline
S4 Number slips issued to allottees submitting applications with
all required documentation and fees. On the basis of these
number slips, cases are taken up by the Scheme-in-Charge for
review and registration
Scheme-in-
charge
Checklist for registry of
property, requisite
fees and documents
Number slip Offline
S5 Case files processed as per token numbers listed on number
slips. If status of payment dues, name, address, signatures
and fees is satisfactory, then the file is approved for
registration via a note indicating the same on the case file. If
not, then the file is returned to the allottee for revision.
Scheme-in-
charge
Checklist for registry of
property, requisite
fees and documents
Scheme-in-charge
signoff
Offline
S6 Case file to be signed by Registration Officer on behalf of the
Authority, as well as allottee
Registration
Officer, Allottee
Signatures provided on
case file
File validated for
registration
Offline
S7 File forwarded to Scheme-in-charge for the purpose of
moving case forward towards execution of Lease Deed.
Registration
Officer
File validated for
registration
File forwarded to
Scheme-in-charge
Offline
S8 Lease rent to be paid via direct deposit or RTGS transfer in
line with payment plan:
Allottee Payment plan as
prescribed in scheme
Lease rent paid out Offline
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► Instalments in the amount prescribed in payment
plan
► Lease rent
document/allotment
letter
S9 Finance division to confirm that due amount has been paid
by the allottee and all future dues are correctly depicted
Finance Division Lease rent paid out Confirmation Offline
S10 Execution of Lease Deed Respective
Division
Lease Deed Signed Lease Deed Offline
End: Scheme-in-charge to add file to records and facilitate execution of Lease Deed
List of Attachments:
Nil
3.9.3 Allottee Services
Allottee Services
Once a property is registered to an allottee, the allottees may avail one or more of several services available via the GNIDA departments- Property, Builders,
Commercial, IT, Institutional, Industry etc. These include a total of 18 services which may be permissions (e.g. rent permission, mortgage permission,
sublease permission), affirmations/attestations (e.g. functional certificate, no dues certificate), as well as services that automatically trigger upon fulfillment
or non-fulfillment of certain criteria (e.g. cancellation of plot, re-scheduling of payments). Services are initiated as formal requests made by the allotttee
to the Authority.
Preceding Process Registration of property (execution of Lease Deed)
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Subsequent Process Collection of fees/ dues
# Process Steps Supplier Input Output Platform
Start: Allottee has need of post-allotment service
S1 Application for permission or request for
certificate is submitted by the allottee to the
Property Division.
Allottee Application for
permission/request for
certificate
- Offlline
S2 Application is review and approved/ rejected at
the following levels:
► GM (Property)/ Head of Dept.
► ACEO
► CEO
In some cases, approvals are given basis
ommittee consultation (e.g. Rescheduling of
payments)
Respective Division Application for
permission/request for
certificate
Approved application
and/or request
Offline
S3 Post approval from CEO, a Sanction Letter or the
required certificate is issued to the allottee
Respective Division Application for
permission/request for
certificate
Issuance of sanction
letter/certificate
Offline
End: Service executed
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List of Attachments:
Nil
Services: Services offered to allottees are governed by the vertical under which the allotment was made (e.g. Residential, Commercial,
Institutional), as well as the specificities laid out in the scheme document. These inputs specify what services and actions are allowed on a plot,
e.g. sub-leasing is allowed on Group Housing and Builders plots, but not on Residential plots.
# Service Description/ Variation Buil. Com Res GH IT Inst. Ind.
1 Sub-Leasing ► Once the Completion Certificate for a plot has been issued,
Allottees may submit an application form to sublet units to third
party buyer(s)
► Process followed as given above (Allottee services)
► Designated final approving authority – CEO
✓ ✓ ✓
2 Rescheduling of
payments
► Following the sanction of a moratorium/zero period on payments,
usually following default and successful appeal, an allottee may
request reschedulement of payment plan
► Case considered by Reschedulement Committee chaired by ACEO
- also includes GM (Finance), GM (Projects), relevant HOD, GM
(Planning), GM (Law);
► Designated final approving authority – CEO
✓ ✓ ✓ ✓ ✓
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# Service Description/ Variation Buil. Com Res GH IT Inst. Ind.
3 Transfer of
Lease/ Sublease
► Allottees may transfer lease to another party. Transfer charges are
levied in line with current policy. If transfer is to a blood relative,
no charges are levied.
► Process followed as given above (Allottee services)
► Designated final approving authority – HOD
✓ ✓
4 Surrender ► The allottee has the right to surrender a plot at any time
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓ ✓ ✓
5 Changes in
Constitution
(CIC)
► If the allottee is undertaking a change in constitution/name, they
must intimate this to the Authority in advance
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓
6 Changes in
Shareholding
(CIS)
► If the allottee is undertaking a reconstitution of its Board and/or
shareholding, they must intimate this to the Authority in advance
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓
7 Mutation ► In case of the demise of an allottee or a sub-lessee, the allottee
must intimate this to the Authority in order to have the name on
the lease/sub-lease deed changed as required.
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓ ✓ ✓
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# Service Description/ Variation Buil. Com Res GH IT Inst. Ind.
8 Mortgage
permission
► Buyers are required to file for mortgage permissions before
seeking home or building loans. There are two possible
documentary inputs:
► Project loan from bank, approved by the signing authority from
GNIDA (ACEO). This is granted directly to the buyer.
► No-objection certificate (NOC) – given directly to the builder
(allottee) following approval from the ACEO, affirming there is no
objection if they directly issue mortgage permissions to their
buyers
► Approving Authority – Manager in Concerned Division
✓ ✓ ✓ ✓ ✓ ✓ ✓
8 Time extension
for Construction
► One component of the approved building plan is a phase-wise
construction timeline. If amendments or extensions are required
to this timeline, allottees may request the same.
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓ ✓ ✓
10 Time extension
for Lease Deed
► In case of a requirement wherein the duration of the lease needs
to be extended, the allottee may apply for an extension of the
Lease Deed
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓ ✓ ✓
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# Service Description/ Variation Buil. Com Res GH IT Inst. Ind.
11 Change of
Address
► In case of change of address of the allottee or sub-lessee, allottee
may submit an application to the same effect, along with proof of
change of address
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓ ✓ ✓
12 Rent Permission ► Following issuance of occupancy certificate, an allottee wishes to
rent built-up property to a third party, he or she may do so after
submitting and having a request approved.
► Process followed as given above (Allottee services)
✓ ✓
13 Joint Name ► If an allottee wants to include the name of his or her spouse or
some other person in the Lease Deed, he or she must submit a
request in the prescribed format.
► Process followed as given above (Allottee services)
✓ ✓
14 Restoration of
Allotment
► In case of cancellation of plot, the allottee may submit a request
for restoration/revival of allotment. In case of cancellation,
allottee is required to appeal along with written justification for
noncompliance.
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓ ✓ ✓
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# Service Description/ Variation Buil. Com Res GH IT Inst. Ind.
15 No dues
certificate
► Allottee may request a certificate attesting that no dues (principal,
interest, penalties, etc.) remain outstanding at the time of request
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓ ✓ ✓
16 Issue of
Functional
Certificate
► At any point post approval of building plan, the allottee may apply
for a functional certificate indicating that the functional elements
of the plot (e.g. water connection, electrical connection) are in
place
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓
17 Issue of
Duplicate
Papers
► In case an allottee requires a duplicate document, he or she may
request the same as needed
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓ ✓ ✓
18 Refund of
Excess Amount
► If an allottee has made a payment in excess of the amount that
should have been paid, that allottee may submit a request for
refund of that excess amount
► Process followed as given above (Allottee services)
✓ ✓ ✓ ✓ ✓ ✓ ✓
3.9.4 Collection of fees/dues
Collection of fee/dues
Post allotment of plots, the approved list of allottees is forwarded to the in-charge of the scheme along with data and all files.
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Preceding Process Issuance of Lease Deed (Property Division)
Subsequent Process Not applicable
# Process Steps Supplier Input Output Platform
Start: Allottee of GNIDA
S1 Collections calculated/ maintained against each allottee on an
ongoing basis by the Scheme-in-charge along with the support of
Scheme Assistants. Payments are made out to GNIDA via direct
deposit and/or RTGS transfer as per the Payment Plan:
► Collection of instalments
► Interest
► Penal Interest
► Other charges/recoveries as necessary
► Statutory taxes/fees
► Transfer charges
► Revival charges
► Forfeitures
Scheme-in-
charge, Banks
Details laid out
in allotment
letter
Collections
made
Offline /
software
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The banks authorised by the Finance division for collection will have
a separate account for each scheme.
S2 A summary statement (scheme and sector wise) of all collections is
submitted to the Finance division on an as-is-where-is basis.
If payment is made on time, then process ends at S2. In the event of
non-payment, default or any other non-compliance with the terms of
the approved building plan and/or Lease Deed, proceed to S3.
Scheme-in-charge Monthly
summary
statement
Financial vetting Offline
S3 In the event of non-payment, default or any other non-compliance
with the terms of the approved building plan and/or Lease Deed,
penalties may be incurred and the Lease Deed may be cancelled
outright. Typically, default notices are generated are sent to the
allottees on a monthly basis.
Respective
Division
Has allottee
defaulted
and/or violated
terms of lease
deed?
Incur penal
charges and/or
cancellation of
Lease Deed
Offline
S4 If allottee does not reply within prescribed time, scheme-in-charge to
submit details (monthly) as part of the Authority Report of Forfeitures
to Manager (Property Division) for approval
Scheme-in-charge Authority
Report of
Forfeitures
- Offline
S5 In case of multiple defaults, Forfeiture notice will be sent to all
defaulters by the scheme-in-charges after seeking approval from
ACEO or as per the current policy
Scheme-in-charge Forfeiture
notice
- Offline
S6 Post approval, forfeitures/ cancellation will be carried out. Scheme-in-charge Cancelled/
Forfeited lease
Cancelled/
Forfeited lease
Offline
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End: Dues collected/ Default notice generated/ Forfeiture carried out
List of Attachments:
Nil
3.9.5 Challenges & Expectations
Major risks/challenges faced by the division
► Preparation of multiple payment plans: In addition to the payment plan issued along with the scheme document, the division has to prepare an
additional payment plan in case an allottee defaults in making timely payments. There runs two separate payment schedules, one which is issued
originally at the time of lease plan and other for the dues defaulted by the allottee.
► Multiple revisions in Payment plans: This happens due to one of the following reasons:
o In case the allottees default in the payments of his dues as per the above two schedules, then the division might have to prepare two
separate future payment plans w.r.t the original plans.
o If any farmer wins an appeal in Court for higher compensation on the land allotted to allottee, then the division is responsible for preparing
another payment plan for the recovery for compensation to be paid to farmers/villagers.
o In case a project could not be completed timely owing to court’s stay order, farmers’ protest etc., this leads to granting of a “ZERO PERIOD”
i.e. the period for which the lease rent or interest may not be collected from the allotted. The induction of zero period leads to revision in
payment plans.
Key expectations from the new system
► Real time updating of data relating to allottees/ properties
► Automatic calculations relating to lease rent/premium without involvement of lengthy approval channels
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► Minimum public interaction for basic clerical work (e.g. updating of records etc.)
► Online payments for allotment under schemes
3.4 Overview - Projects Division
# GNIDA/ Department Overview
1 Department Name Projects Division
2 Organizational Structure
3 Responsibilities of the division
GM (Projects) - 2
DGM (Projects) - 2
Work Circles (1 to 10)Electric &
Mechanical (E&M) units - 1,2, 3
University & Electrical (UE)
Work Circle
Work Circle University (U)
Technical Cell -Civil
Technical Cell -Electrical
Tender Cell Urban Services
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The division is responsible for completing engineering functions including surveys, detailed estimates, time scheduling, appointment of contractors,
supervision of construction, bill verification and development of properties and infrastructure under schemes. The project division functions through
10 individual work circles. The responsibilities of the Project Division can be defined as:
► Topographical survey (as an input for layout planning)
► Project Development (Estimate preparation, Administrative Approval and Expenditure Sanction (AA & ES), tendering, progress monitoring
and control, payments, Lease Plan and issuance of Completion Certificate)
► Tender Management
4 IT applications / systems actually being used by you
► GIS available, but division tends towards manual approach
► AUTOCAD for formulation of survey report and lease plan
► File-tracking system (universal)
3.9.1 Topographical survey and verification of land
Topographical survey and verification of land
Topographical surveys are conducted by the Projects Division post identification of land by the Planning Division. The survey is primarily to gain a
topographical understanding of the acquired land, and to determine whether the land is suitable for various land uses (e.g. industrial, commercial,
residential). The input from these surveys are required for layout planning, done by the Planning division. Surveys are conducted by either Work Circles
designated by the Projects Division, or by a third party consultant selected through a tendering process, depending on the size of the plot area in question.
Preceding Process Acquisition of Land (Land Division)
Subsequent Process Layout Planning (Planning Division)
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# Process Steps Supplier Input Output Platform
Start: Requirement raised for disbursement of funds to an external entity
S1 Work Circle in-charge designates survey task to one of multiple
consultants (typically 3-4) empanelled on a continuous basis.
Empanelment is done for a 1 year period via standard tender
process (see “Tender Management”’) and is revised on annual basis.
Survey work is awarded to the consultants on the basis of current
availability and past performance.
Work Circle in-
charge
- Survey team
designated
Offline
S2 Conduct of physical survey and preparation of Survey Report, which
is in the form of a detailed AUTOCAD drawing. Survey team to
observe and report on details such as topography of land, existing
demarcations (i.e. existing structures on the land in question),
suitability for various land uses, etc. Provision of GIS is there but not
used currently.
Consultant Identified land Survey drawings
in AUTOCAD
format
AUTOCAD
S3 Survey Report (AUTOCAD drawing) submitted to GM (Projects) for
review and approval
Consultant Survey drawings
in AUTOCAD
format
- AUTOCAD
S4 Survey Report (AUTOCAD drawing) forwarded to GM (Planning) as a
soft copy for incorporation of inputs into sector layout plans to find
suitability of land uses.
GM Projects Survey Report - Offline / E-mail
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End: GM (Planning) incorporates findings from Survey Report into layout planning
List of Attachments:
► Sample Survey Report
3.9.2 Project Development
Project Development
Project Development encompasses all elements of project planning, estimate preparation, tendering, initiation, implementation, monitoring, quality
control, preparation of Lease Plan, and issuance of Completion Certificate – functions that are centrally managed by the Projects Division. Project
Development begins once the layout plans devised by the Planning Division are approved and concludes with the issuance of Completion Certificate for
the respective project.
A crucial component of the project development life cycle is tender management. A tender document is a formal, structured invitation to suppliers to
submit a bid to supply products or services. In the context of GNIDA, in order to execute any work or service through an external agency, GNIDA follows its
own detailed tender management process. The process is primarily handled by the Division floating the tender, but is supported by a dedicated Tender Cell
within the Projects Division. All tenders are managed through Uttar Pradesh eTender portal (https://etender.up.nic.in/nicgep/app), except those under Rs.
1,00,000 lakh in value. Tenders may consist of two components – a technical bid, wherein a proposing entity’s technical qualifications and experience are
evaluated, and a price bid, wherein the proposing entity proposes a cost for the services and/or work to be rendered.
► If the tender is for a value below Rs. 10,00,000, only a single tender bid is required
► If the tender is for a value above Rs. 10,00,000, both a technical/pre-qualification bid and a price bid are required
All bids are ultimately reviewed by the Tender Committee, which is constituted on the basis of the value of the contract being put out to tender:
► For tenders up to Rs. 50,00,000 in value, the Committee will be comprised of: DGM (Finance), two Sr. Managers (Project) other than the in-charge
of the circle for which the tender is being evaluated
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► For tenders in excess of Rs. 50,00,000 in value, the Committeee will be comprised of: Both GMs (Projects), GM (Finance), DGM (Projects)
Preceding Process Formulation of Sector Layout Plans (Planning Division)
Subsequent Process Housekeeping/Maintenance of Infrastructure (Urban Services Division)
# Process Steps Supplier Input Output Platform
Start: Sector layout plan forwarded by Planning Division to Projects Division
S1 Work Circle in-charge to be assigned for the project; this
individual is required to commence activity relating to
acquiring requisite approvals, as well as for the broader
project management life cycle
Work Circle Sr.
Manager/In-
Charge
- - Offline
S2 Estimate/bill of quantities (BOQ) for all development works
(civil, electrical etc.) prepared for identified sector. This
estimate will detail scope, requirements, timelines, finances,
and strategies for management of quality, resource,
stakeholder, communications and risk. The Estimate is
prepared in either of the two ways:
3) By the SM (Work Circle)
4) Outsourced to a third party consultant through a
tendering process (refer process titled “Tender
Management”)
Work Circle Sr.
Manager/In-
Charge, in
consultation with
Planning Division
- Estimate/BOQ Offline
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S3 Estimate forwarded to GM/DGM (Projects) for approval Work Circle Sr.
Manager/In-
Charge
Estimate/ BOQ
GM/DGM (Projects)
signoff
Offline
S4 Estimate forwarded to Technical Cell for checking and
validation of figures
Work Circle Sr.
Manager/In-
Charge
Estimate/ BOQ
Technical Cell
validation
Offline
S5 Approved Estimates forwarded to Technical Committee via
GM/DGM (Projects) for review.
► For projects up to Rs. 2 cr. in value, the Committee
will be comprised of: DGM (Projects), DGM (Finance),
DGM (Planning)
► For projects above Rs. 2 cr. in value, the Committee
will be comprised of: GM (Projects), GM (Finance),
GM (Planning)
Projects Division Estimate/ BOQ Technical
Committee sanction
Offline
S6 Technical Committee findings to be forwarded to sanctioning
authority for Administrative Approval/Expenditure Sanction.
Sanctioning authority is as given below:
► For projects up to Rs. 200 lacs – DCEO/ACEO
► For projects above Rs. 200 lacs - CEO
Technical
Committee
Technical
Committee sanction
Sanctioning
authority signoff
Offline
S7 Basis requirement, the Work Circle in-charge will prepare
tender documents according to standard terms and
conditions approved by CEO
Work Circle Sr.
Manager/In-
Charge
Tender requirement Draft tender
documents
Offline
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S8 Draft documents forwarded to Technical Cell for verification
of specifications, bill of quantity, calculations, tender
conditions, etc.
Work Circle Sr.
Manager/In-
Charge
Draft tender
documents
TSC verification Offline
S9 Draft documents submitted to competent authority for
approval of tender. Competent authority is defined as below:
► For projects up to Rs. 2 cr. in value, DGM (Projects)
has full approval authority
► For projects above Rs. 2 cr. in value, GM (Projects)
has full approval authority
Technical Cell Draft tender
documents
Competent
authority signoff
Offline
S10 Approved documents to be forwarded to Tender Cell for
publication of tender on eTenders portal. Once uploaded to
portal, tender documents are to be forwarded to Marketing
Division for publication in local newspapers.
Projects Division Final tender
document
Tender forwarded
for publication in
appropriate
channels
Offline
S11 Tender floated to intend audience via appropriate
communication channels (e.g. newspapers, message board,
website) by Marketing Division. Tender Cell uploads tender
to e-Tender portal.
Marketing Division,
Tender Cell
Final tender
document
Tender documents
published on
eTenders portal, in
newspapers
Offline,
eTenders portal
S12 Opening of tender: Standard time schedules are to be
followed with regard to the minimum period between
publication date and opening date:
► 7 days for projects up to Rs. 10,00,000
Tender Cell - - Offline,
eTenders portal
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► 10 days for projects between Rs. 10,00,000 and Rs.
2 cr.
► 14 days for projects above Rs. 2 cr.
S13 Following close of tender period, all received tenders to be
forwarded to Tender Committee for evaluation. Committee
is constituted based on tender value, as mentioned above.
► If tender has value up to Rs. 50,00,000, proceed to
S14.
► If tender has value in excess of Rs. 50,00,000,
proceed to S18.
Tender Cell Received tenders Tenders forwarded
to Tender
Committee
Offline,
eTenders portal
S14 Tender Committee to open pre-qualification/ technical
bidding, measuring technical qualifications and past
experience of each bidding entity. Preliminary evaluation of
pre-qualification bid done by concerned
department/designated work circle.
Tender Committee Received tenders Committee
observations and
recommendations
Offline,
eTenders portal
S15 Findings from concerned department/ Work Circles’s
evaluation of pre-qualification bid to be forwarded to
DGM/GM (Projects) for review, first-level approval and
forwarding to the Technical Committee.
Work Circle Sr.
Manager/in-charge
Received tenders,
observations from
first level review of
pre-qualification bid
DGM/GM (Projects)
signoff
Offline
S16 Technical Committee to review and grade received tenders
on technical merit. Once reviewed, file to be forwarded to
Tender Cell along with all observations for final decision.
Technical Cell Received tenders
and observations
Grading of tenders
on technical merit,
Offline
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Technical Cell
signoff
S17 Decision made on which tenders to move forward.
► Qualified tenders to move on to price bid stage
► Refund process for security deposit to be initiated for
unsuccessful tenders. Files sent to Finance to refund
payment via RTGS
In case no tenders have qualified, return to S5 for
republishing of tender in newspapers and on eTenders portal
Tender Committee Received tenders,
observations, and
technical grades
Tender Committee
decision
Offline
S18 Tender Committee sends file to Tender Cell for financial bid
opening and specify opening date on the system. Evaluation
of price bid done by concerned Work Circle, which is required
to prepare justification for tender value and costing.
Tender Committee,
Work Circle Sr.
Manager/in-charge
Received tenders Justification of
tender rate
Offline
S19 Findings from concerned department’s (concerned Work
Circle in case of Project tender) justification of price bid to be
forwarded to Technical Cell for review and first-level approval
Work Circle Sr.
Manager/in-charge
Received tenders Received tenders,
observations from
first level review of
price bid
Offline
S20 Technical Cell to comparatively review tenders received on a
price basis. Once reviewed, file to be forwarded to DGM/GM
(Projects) along with all observations for final decision. Once
reviewed, file to be forwarded to Tender Committee along
with all observations for final decision.
Technical Cell Received tenders,
observations from
first level review of
price bid
Technical Cell
signoff
Offline
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S21 Decision made on which tenders to move forward.
► Qualified tenders to be forwarded to appropriate
Tender Accepting Authority.
► Refund process for security deposit to be initiated for
unsuccessful tenders. Files sent to Finance to refund
payment via RTGS
In case no tenders have qualified, return to S5 for
republishing of tender in newspapers and on eTenders portal
Tender Committee Received tenders,
observations, and
price justification
Tender Committee
decision
Offline
S22 Tender Committee to forward recommendations to relevant
Tender Accepting Authority, as given below:
► CEO has full accepting power, including for projects
greater than Rs. 2 cr. in value
► For projects between Rs. 50,00,000 and Rs. 2 cr. in
value, the ACEO is the Accepting Authority
► For projects between Rs. 25,00,000 and Rs. 50,00,000
in value, the GM (Projects) is the Accepting Authority
► For projects between Rs. 10,00,000 and Rs. 25,00,000
in value, the DGM (Projects) is the Accepting
Authority
► For projects below Rs. 10,00,000 in value, the SM &
AM (Projects) is the Accepting Authority
In the event of the relevant Tender Accepting Authority not
being in agreement with findings of Tender Committee,
Tender Committee,
Tender Accepting
Authority
Committee
observations and
recommendations
on pre-qualification
bid (if applicable)
and price bid
Accepted tender Offline,
eTenders portal
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detailing reasoning for the same to be forwarded to the next
higher authority for final decision. Ideally, the entire tender
accepting process is to be completed within 7 days of opening
of the first round of bidding.
S23 Work Circle to issue Award Letter to winning bidder. One
copy of Award Letter copied to Tender Cell for upload of list
of winning bidders.
Work Circle Sr.
Manager/in-charge
List of winning bids Award letter issued Offline
S24 Awardee to submit required documents to facilitate signing
of contract bond, including stamp paper, indemnity bond,
final quote and a security deposit (as defined in the bond). If
final quote is less than the Bill of Quantities (BOQ) proposed
in the original tender, a percentage of the difference is taken
as a performance guarantee in the form of a Fixed Deposit
Receipt (FDR) or bank guarantee, as per policy.
Selected
contractor
Documents
required for
facilitation of
contract bond
execution, security
deposit
- Offline
S25 On receipt of required documents, Contract
Agreement/Bond is to be drawn up between relevant users
within the Authority and the contractor. Bond executed at
work circle level, with a copy to DGM and GM (Projects)
Work Circle Sr.
Manager/in-charge
Accepted tender Contract bond
executed
Offline
S26 Bond forwarded to Finance Division for final signing and seal Work Circle Sr.
Manager/in-charge
Executed contract
bond
Finance Division
signoff
Offline
S27 Once Contract Agreement/Bond has been signed, the site is
handed over to successful contractor. Third party quality
control (QC) team for ongoing monitoring. The QC team is
Projects Division Accepted
contractor
Site handed over to
contractor
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engaged on an annual basis, and contracted through the
standard tender management process. (refer process titled
“Tender Management”)
S28 Project work under progress. Based on timelines laid out in
the Estimate, project management timelines are formalized
in a Program Evaluation Review Technique (PERT) chart,
identifying process steps, cycle times and waiting times for
the duration of the project management cycle
GM (Projects) Sanctioned
Estimate
PERT Chart Offline
S29 The following are maintained throughout the project
progress:
1) Measurement Book
2) Running Bill
3) QC Report (Daily Progress Reports, Monthly Progress
Reports and as needed)
Project Division/
QC team
- - Offline
S30 For introduction of extra items/substitution of items in the
interest of work, a formal request for the same must be
submitted to the Projects Division by the entity contracted
for the work in question.
In case of request for non-scheduled items, Work-Circle in-
charge is required to conduct a market survey to confirm the
rates submitted by the contractor.
Work consultant,
approving
authority
Request for
approval of
variation in cost
Approving authority
sanction
Offline
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Sanction for extra/substituted items is to be given by the
following authorities in the following cases:
For projects up to Rs. 10,00,000:
► Work Circle Sr. Manager – Up to 5% of tendered cost
(for scheduled items), up to 2% of tendered cost (for
non-scheduled items)
► DGM (Projects) - Full powers on recommendation of
Tender Committee
For projects above Rs. 10,00,00 upto Rs. 200,00,000:
► DGM (Projects) - Up to 5% of tendered cost (for
scheduled items), up to 2% of tendered cost (for non-
scheduled items)
► DGM (Projects) on recommendation of Tender
Committee – Between 5-10% of tendered cost (for
scheduled items), between 2-10% of tendered cost
(for non-scheduled items)
For projects above Rs. 200,00,000:
► GM (Projects) - Up to 5% of tendered cost (for
scheduled items), up to 2% of tendered cost (for non-
scheduled items)
► GM (Projects) on recommendation of Tender
Committee – Between 5-10% of tendered cost (for
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scheduled items), between 2-10% of tendered cost
(for non-scheduled items)
► DCEO/ACEO on recommendation of Tender
Committee - Between 10-25% of tendered cost (for
scheduled items), between 10-25% of tendered cost
(for non-scheduled items)
► For extra items/substituted items beyond the above
limited, CEO approval is required
S31 For increase/changes to existing works, a formal request for
the same must be submitted to the Projects Division by the
entity contracted for the work in question. Sanction for
variation is to be given by the following authorities in the
following cases:
For works up to Rs. 10,00,000:
► Work Circle Sr. Manager - ±2% on tender cost
► DGM (Projects) - Up to 20% on recommendation of
Tender Committee
For works above Rs. 10,00,000 to Rs. 50,00,000:
► DGM (Projects) - ±2% on tender cost up to 20% on
recommendation of Tender Committee
For works above Rs. 50,00,000:
► DCEO/ACEO - Up to 25% of tender value or
recommendation of Tender Committee
Work consultant,
approving
authority
Request for
approval of
variation in cost
Approving authority
sanction
Offline
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► For any variation beyond the above limits, CEO
approval is required
S32 Measurement book, running bill and QC report is sent to
Finance Division as per progress, typically biweekly or
monthly; who then makes the payment via RTGS. For
payments above 75% of tender value, payment must be
routed through Technical Cell for approval.
Work Circle Sr.
Manager/ In-
Charge, Finance
Division
Measurement
book, running bill,
QC Report
Disbursement of
payment as
required
Offline/ RTGS
S33 File returned to Work Circle Sr. Manager/ in-charge, with
payment details recorded
Finance Division - - Offline
S34 Upon completion of the majority of work (usually ~75%),
Lease Plan to be formulated and submitted to the Property
Division. A Lease Plan is an AUTOCAD drawing with the
revised detailed dimensions. This is typically prepared once
75% of the project work is complete. Incase the Lease Plan
dimension variation is more than 20% from the original
layout drawings, the file is routed through Planning, Land and
Law Department for their review and approval before
submitting to Property Dept.
Work Circle Sr.
Manager/In-
Charge
Majority of work
completed
Lease plan
formulated
AUTOCAD
S35 Following completion of works as prescribed in
tender/contract bond, Completion Certificate to be issued by
Projects Division. Before the work is declared as completed in
all respect, it has to be inspected by the Superintending
Engineer/ Director of Horticulture.
Projects Division,
Finance Division
Completion of
works
Completion
certificate issued,
performance
guarantee refunded
(if applicable)
Offline
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► For tenders upto Rs 10,00,000 in value, the
Approving Authority is the Work Circle Incharge
► For tenders >Rs. 10 Lakhs and up to Rs. 2 cr. in value,
the Approving Authority is DGM (Projects)/ Sr.
Manager (Projects)
► For tenders above Rs. 2 cr. in value, the Approving
Authority is the GM (Projects)
If a performance guarantee was taken from the contractor at
the time of issuance of award letter, the file is sent to Finance
to initiate refund of performance guarantee.
S35 Once defect liability period is over (as defined in contract
bond), the security deposit is refunded. The project file is
forwarded to Finance to facilitate the same.
Projects Division,
Finance Division
Defect liability
period (as defined
in contract bond)
Deposit refunded Offline
End: Payment made to vendors on the basis of recommendation of GM Projects and approval by GM Finance
List of Attachments:
► Sample Estimate/BOQ
► Sample Award Letter
► Document(s) required for issuance of Contract Agreement/ Bond
► Sample Contract Agreement/ Bond
► Sample of Measurement Book
► Sample running bill
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► Sample QC Report
3.9.3 Challenges & Expectations
Major risks/challenges faced by the division
► Entire project development infrastructure is handled manually from end-to-end
Key expectations from the new system
► A comprehensive Project management tool module to that incorporates are major stages of the project: Estimate preparation, approvals, tenders,
payments, monitoring through PERT charts, issuance of Completion Certificate etc.
► The projects should be tagged by a unique identification number that should be linked to the respective sectors that they lie in.
► Link to Finance required, such that the second a bid is accepted, all unsuccessful bidders should be automatically processed for refund of security
deposit. Similarly, if any bid is rejected at the pre-qualification or price bid stage, those bidders should also automatically be processed for refund
of security deposit.
3.5 Overview - Urban Services Division
# GNIDA/ Department Overview
1 Department Name Urban Services Division
2 Organizational Structure
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3 Responsibilities of the division
The Urban Services Division of the Authority is responsible for catering to the municipal and housekeeping services of the city, i.e. the maintenance
of infrastructure, water supply, facilitating resolution of encroachment cases, and advertising around the city.
Hence, the key functions handled by Urban Services division are as follows:
► Water and sewer connection
► Maintenance
► Public transportation (coordination with UPSRTC)
► Encroachment removal
► Advertising
► Security management
► Acting as a liaison between the Authority and the various Resident Welfare Associations (RWAs) of the City
4 IT applications / systems actually being used by you
► Digital water billing platform wherein bills are both generated and payable online
GM (Urban Services)
DGM (Urban Services)
Work Circles - 10
Electric & Mechanical (E&M) units
(1,2,3)
Technical Cell (Urban Services)
Urban Services
Encroachment Removal Cell
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► Universal File Tracking System (FTS) (Common)
3.9.1 Housekeeping/Maintenance
Housekeeping/maintenance
Urban Service is primarily responsible for housekeeping/maintenance of hard infrastructure in and around sectors, both on a continuous basis as well as on a demand
basis. The range of maintenance activities handled independently of one another by Urban Services are as follows:
► Water line maintenance
► Water supply
► Sewer connection/sewerage maintenance
► Storm drain repair and cleaning
► Jungle cleaning (i.e. roadside weeds, etc.)
► Malba removal
► Railing for park
► Patri dressing
► Fencing maintenance
► Whitewashing & paintings of cornerstones/curb stones
► Painting & maintenance of zebra crossings and other roadside markings
► Street light maintenance
► Maintenance of direction boards, direction indicators and other signage
► GNIDA utilities (bus shelters, community centre etc.)
► Public Transport
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► Security management
► Advertising policy and implementation
# Process Steps Supplier Input Output Platform
Start: Need for housekeeping/maintenance arises through one of the following ways: (1) Continuous housekeeping/maintenance, (2) Complaint filed manually via letter
submitted to work circle office, (3) Complaint filed through one of the grievance mechanisms (i.e. IGRS, Online Grievance Redressal System, Jansunwai)
S1 Work Circle in-charge to be assigned for the project;
this individual is required to commence activity
relating to acquiring requisite approvals, as well as for
the broader project management life cycle
Work Circle Sr.
Manager/In-Charge
- - Offline
S2 Estimate/bill of quantities (BOQ) for all
housekeeping/maintenance works. This estimate will
detail scope, requirements, timelines, finances, and
strategies for management of quality, resource,
stakeholder, communications and risk. The Estimate is
prepared in either of the two ways:
1) By the SM (Work Circle)
2) Outsourced to a third party consultant
through a tendering process (refer process
titled “Tender Management”)
Work Circle Sr.
Manager/In-Charge, in
consultation with
Planning Division
- Estimate/BOQ Offline
S3 Estimate forwarded to GM/DGM (Projects) for
approval
Work Circle Sr.
Manager/In-Charge
Estimate/ BOQ
GM/DGM (Projects) signoff Offline
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S4 Estimate forwarded to Technical Cell for checking and
validation of figures
Work Circle Sr.
Manager/In-Charge
Estimate/ BOQ
Technical Cell validation Offline
S5 Approved Estimates forwarded to Technical
Committee via GM/DGM (Projects) for review.
► For projects up to Rs. 2 cr. in value, the
Committee will be comprised of: DGM
(Projects), DGM (Finance), DGM (Planning)
► For projects above Rs. 2 cr. in value, the
Committee will be comprised of: GM
(Finance), GM/OSD (Projects), GM (Planning)
Projects Division Estimate/ BOQ Technical Committee
sanction
Offline
S6 Technical Committee findings to be forwarded to
sanctioning authority for Administrative
Approval/Expenditure Sanction. Sanctioning authority
is as given below:
► For projects up to Rs. 200 lacs – DCEO/ACEO
For projects above Rs. 200 lacs - CEO
Technical Committee Technical Committee
sanction
Sanctioning authority
signoff
Offline
S7 Preparation and management of tender as per
Common Process “Tender Management”. For tenders
floated by the Urban Services Division, the Tender
Committee is uniquely constituted as follows:
► For projects up to Rs.10,00,000 in value, the
Committee will be comprised of: DGM
(Finance), 2 Sr. Managers (other than that of
Concerned Division,
Tender Committee,
Tender Cell
Requirement for tender Tender floated, vendor
selected
Offline/
Online
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the concerned Work Circle). To be approved
by DGM (Projects)
► For projects ranging from INR 10-25 lakhs in
value, the Committee will be comprised of:
DGM (Finance), 2 Sr. Managers (other than
that of the concerned Work Circle). To be
approved by GM (Projects)
► For projects ranging from INR 25-200 lakhs in
value, the Committee will be comprised of:
GM/OSD (Projects), DGM (Projects), GM
(Finance)
► For projects >INR 200 lakhs in value, the
Committee will be comprised of: GM
(Projects), DGM (Projects), GM (Finance)
S8 Respective Work Circle Senior Manager/in-charge
designates a resource to resolve the complaint. These
are contracted resources hired on a composite annual
work contract, specifically for handling of
housekeeping and maintenance works in a given area.
Work Circle SM Resource designated Resource designated Offline
S9 Maintenance carried out as per requirement. Urban Services
(Contract staff)
Maintenance carried out Housekeeping/Maintenance
carried out
Offline
S10 Register/ online grievance portal updated Work Circle SM Housekeeping/Maintenance
carried out
Register updated Offline/
Online
End: Maintenance works completed, register/grievance closed
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3.9.2 Encroachment Removal
Encroachment Removal
The Urban Services Division is responsible for identifying and facilitating removal of encroachments, including but not limited to illegal occupancy of public
space (street vendors, dukandars, etc.), illegal development of land, and pasting of bills. These tasks are handled by a cell of encroachment officers within
the Urban Services division. This cell is comprised primarily of former military and law enforcement personnel who are annually retained as anti-
encroachment manpower on a contract basis.
# Process Steps Supplier Input Output Platform
Start: Individual or entity encroaches on acquired and planned land
S1 An encroachment case may be flagged to
Encroachment Removal Cell within Urban Services. An
encroachment may be flagged in one of two ways:
► On a daily basis, officers of the Encroachment
Removal Cell will conduct patrols within the
city to identify instances of encroachment.
► Post receipt of a grievance through one of the
standard platforms, the case will be flagged for
investigation by the Encroachment Cell
Planning Division,
Land Division,
Encroachment Cell,
standard grievance
mechanisms
Case identified via
patrol or receipt of
grievance
Case forwarded to
Encroachment Cell for
Review
Offline/Online
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S2 Encroachment Removal Cell reviews case, liaises with
relevant authorities (police etc.) and Law Division
Urban Services
Division, Law Division
Case forwarded to
Encroachment Cell for
Review
Case investigated by
Encroachment
Removal cell.
Offline
S3 Deployment of Encroachment Cell after investigation
of all facts
Urban Services
Division
- - Offline
End: Encroachment removed successfully
3.9.3 Advertising/ Bill-boards
Advertising
Urban Services engages in advertising via out-of-home channels, such as billboards and other forms of roadside signage. Locations for these advertisements
must be approved by the Planning Division in line with sector layouts, following which Urban Services invites bids from advertisers via open tenders (price
bid basis), with winning bids receiving one-year contracts to advertise in a particular location.
3.9.4 Security Management
Security Management
Urban Services Division is responsible for managing internal security of sectors, GNIDA offices, work circle offices and utility centres. In addition, the Division
may manage external security services in sectors, particularly in public places and facilities, such as convention centres and community centres. Security
contracts are awarded following an open tender process. Refer process titled “Tender Management”.
List of Attachments:
1. Nil
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3.9.5 Challenges & Expectations
Major risks/challenges faced by the division
► Preemptive escalations by complainants results in delays in processing complaints
► Water billing commences immediately post issuance of occupancy certificate, rather than post installation of water lines
Key expectations from the new system
► Real time monitoring of advertising boards/bus shelters and their locations, including monitoring of approval status
3.6 Overview - Health Division
# GNIDA/ Department Overview
1 Department Name Health Division
2 Organizational Structure
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3 Responsibilities of the division
The Health Division’s functionality revolves mainly around door to door collection and disposal of waste within the City. The Division is centrally
managed, but the on-ground execution of services is managed by external agencies (through standard tender management process). These services
are as follows:
► Solid Waste Management (SWM)
► Sweeping of internal roads & streets, open & green areas, marketplaces, institutional areas and industrial estates
► Removal of dead animals and birds
► Birth & Death Register
CEO
ACEO
Officer on Special Duty (GM Health)
Senior Manager
Manager
Staff/Field Officers
Inspectors Supervisors Helpers
Assistant Manager
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► Fogging/Larva site spray
► Cattle Sheds- Stray animals are kept here. Contract staff of the department. Have their own car.
► Dog/Monkey Sterilization in Greater Noida area
► Pulse/Polio Campaign- Support from GNIDA staff
4 IT applications / systems actually being used by you
► Integrated Grievance Redressal system (IGRS)
► Universal File Tracking System (FTS)
3.9.1 Solid Waste Management
Solid Waste Management
The Health Division is responsible for collection and management of solid waste disposed around the city. This is bifurcated into waste collected from households,
marketplaces, institutes, commercial establishments, shops, banks, offices, restaurants, hotels, and other permanent structures and spaces, and waste collected from
temporary and shared spaces, such as event spaces, marriage halls, banquet halls, community centres etc. Work is conducted by external bodies contracted through the
standard e-tender process by specialised agencies.
Preceding Process Nil
Subsequent Process Nil
List of Attachments:
Nil
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3.9.2 Sweeping and fogging activities
Sweeping and fogging activities
As a routine maintenance activity, the Health Division coordinates sweeping of public and shared spaces, including internal roads and streets, open and
green areas, marketplaces, institutional areas and industrial estates. Physical sweeping of spaces is done both manually and using mechanized sweeping
machines. Agencies are contracted to implement sweeping work via the standard Tender process, and work is conducted on a daily basis.Also included
under this activity is the fogging of roads, shared spaces and green areas, which involves spraying of larvicide and adulticide as means of pest control. Work
is conducted by external bodies contracted through the standard Tender process. Work is conducted on a requirement basis.
Preceding Process Nil
Subsequent Process Nil
# Process Steps Supplier Input Output Platform
List of Attachments:
Nil
3.9.3 Removal of dead animals and birds
Removal of dead animals and birds
The Health Division is responsible for fielding calls and complaints pertaining to the removal of dead animals and birds around the city. Once a specific
complaint or request is received, the Health Division will depute a resource contracted for sweeping to remove the carcass.
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List of Attachments:
Nil
3.9.4 Maintenance of population statistics
Maintenance of population statistics
The Health Division is responsible for registering births and deaths that occur around the district of Gautum Buddha Nagar, as well as surrounding villages
such as Dadha, Bisarakh and Dadri. The Division is also responsible for centrally maintaining records of these births and deaths. Applications are submitted
for approval to the Birth & Death Registrar, following which birth/death certificate is issued. Record is maintained.
For hospital/institutional births, registration is done online automatically by the concerned institution through Birth & Death Application.
For home births, registration must be done manually at the designated Health Office at C Block Market, Sector Alpha-I.
List of Attachments:
Nil
3.9.5 Challenges & Expectations
5 Major risks/challenges faced by the division
Nil
6 Key expectations from the new system
Nil
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3.7 Overview - Horticulture Division
# GNIDA/ Department Overview
1 Department Name Horticulture Division
2 Organizational Structure
3 Responsibilities of the division
The division is responsible for developing and maintaining the landscapes gardens in the Greater Noida. Broadly speaking, these development and
maintenance activities involve the work of greening and creating habitable environment with pleasant and attractive amenities. For maintenance of
these gardens and green areas in Greater Noida, gardeners (maalis) are subcontracted for attending the garden works i.e. watering of plants, hoeing
Sr. Manager (Horticulture & Landscaping)
Manager (Horticulture & Landscaping)
Deputy/ Assitant Manager (Horticulture & Landscaping)
Assistant Manager (Horticulture & Landscaping)
Vendors/Contractors
GM/DGM (Horticulture & Landscaping)
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of plants, lawn moving, sowing of seeds, digging, manuring, pest control, weed control, fertilization, pruning of plants, removal of waste, plantation,
maintaining of flower beds, plantation of seasonal flowers, composting/recycling of green waste generated from these horticulture operations. The
activities undertaken by the Horticulture Division may be broadly defined as follows:
► Consulting with Planning Division on formulation of sector layout plan (w.r.t. green areas)
► Estimate/tender processing and project development for horticultulral works
► Horticulture development and maintenance
4 IT applications / systems actually being used by you
► GIS available, but division tends towards manual approach
► AUTOCAD for formulation of survey report and lease plan
► Universal File Tracking System (FTS)
► Online grievance redressal system
3.9.1 Consultation on Layout Plan
Consultation on Layout Plan
Post identification and acquisition of land by the Land Division, the Horticulture Division shall work with the Planning Division in a consulting capacity to formulate detailed
designs and plans for future implementation of horticulture work. These plans focus on area to be allocated for central parks, green belts, fencing, hardscaping, roadside
plantations etc.
Preceding Process Acquisition of Land (Land Division)
Subsequent Process Project Development (Horticulture)
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# Process Steps Supplier Input Output Platform
Start: Land acquired from farmers by Land Division
S1 GM/DGM (Horticulture and Landscaping) to designate a Manager
(Landscaping and Horticulture) to act as the nodal person for horticulture
works.
DGM (Planning) Identified land Manger
(landscaping &
horticulture)desig
nated
Offline
S2 Preparation of detailed designs, including land allocated for construction
of central parks, green belts, fencing, hardscaping, roadside plantations,
etc.
Manger
(Landscaping &
Horticulture)
Master plans
from Planning
Design for
horticulture
development
AUTOCAD
S3 Draft plans forward to Planning for approval and incorporation into sector
layout plans.
Manger
(Landscaping &
Horticulture)
Plans for
horticulture
development
GM (Planning)
signoff
Offline
End: GM (Planning) incorporates horticulture plans into layout plans
List of Attachments:
Nil
3.9.2 Project Development
Project Development
Project Development encompasses all elements of project planning, tendering, initiation, implementation and monitoring – functions that are centrally
managed by the Horticulture Division for horticulture-related works only. Project Development begins with the approval of layout plans devised by the
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Planning Division and concludes with the handover of land to a selected vendor for further development. Processes such as tender management and
continuous quality control are undertaken in parallel.
Preceding Process Formulation of Sector Layout Plans (Planning Division)
Subsequent Process Horticulture Development & Maintenance
# Process Steps Supplier Input Output Platform
Start: Sector layout plan forwarded by Planning Division to Horticulture Division
S1 Estimate/bill of quantities (BOQ) for all horticultural works
prepared for identified sector. This estimate will detail scope,
requirements, timelines, finances, and strategies for management
of quality, resource, stakeholder, communications and risk.
Assistant
Manager/Manager
(Landscaping &
Horticulture)
- Estimate/BOQ Offline
S2 Estimate forwarded to GM (Horticulture) for approval. SM (tech)
will do checking of all estimates & proposals.
Manager
(Landscaping &
Horticulture)
Estimate/BOQ GM (Horticulture)
signoff
Offline
S3 Approved Estimates forwarded to Technical Committee for review.
► For projects up to Rs. 50 lakhs in value, the Committee will
be comprised of: DGM (Projects/ Urban Services), DGM
(Finance), DGM (Planning)
► For projects above Rs. 50 lakhs in value, the Committee
will be comprised of: DGM (Projects/ Urban Services), GM
(Finance), GM (Planning)
Horticulture
Division
Estimate/BOQ Technical Committee
sanction
Offline
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S4 Technical Committee findings to be forwarded to sanctioning
authority for Administrative Approval/Expenditure Sanction.
Sanctioning authority is as given below:
► For projects up to Rs. 200 lacs – DCEO/ACEO/OSD
► For projects above Rs. 200 lacs - CEO
Technical
Committee
Technical Committee
sanction
Sanctioning authority
signoff- AA & ES
Offline
S5 Floating of requirement via tender and selection of contractor
(refer process titled “Tender Management”)
Tender Cell Administrative
Approvoal/Expenditure
Sanction
Accepted tender Offline /eTenders
portal
End: Vendor selected via tender
List of Attachments:
1.0 Sample estimate/ bill of quantities (BOQ) document
3.9.3 Horticulture Development & Maintenance
Horticulture Development & Maintenance
Post award of horticulture work to contractors/vendors, actual gardening work shall start and should be regularly maintained throughout the city.
Preceding Process Nil
Subsequent Process Nil
# Process Steps Supplier Input Output Platform
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Start: Vendor selected via tender
S1 Site handed over to accepted contractor. Third party
quality control (QC) team for ongoing monitoring. The
QC team is maintained on an annual basis, and
contracted through the standard tender management
process.
Assistant
Manager/Manager
(Landscaping &
Horticulture)
Accepted contractor Site handed over to
contractor
Offline
S2 Project work under progress. Based on timelines laid
out in the Estimate, project management timelines are
formalized in a Program Evaluation Review Technique
(PERT) chart, identifying process steps, cycle times and
waiting times for the duration of the project
management cycle
Assistant
Manager/Manager
(Landscaping &
Horticulture)
Sanctioned tender document PERT Chart Offline
S8 Measurement book to be maintained detailing daily
progress – to be signed by the contractor/vendor
handling the project on a daily basis. Measurement
book to be forwarded to Finance department on a
monthly basis for signoff.
Assistant
Manager/Manager
(Landscaping &
Horticulture)
Measurement book, running
bill
Technical Supervisor
signoff
Offline
S9 Weekly progress report to be prepared and submitted
by AM/M to the Sr. Manager (Horticulture) for signoff
Assistant
Manager/Manager
(Landscaping &
Horticulture)
Weekly progress report Sr. Manager
(Horticulture) signoff
Offline
S10 The maintenance and watering schedule chart is
updated by the Horticulture division
Manager
(Landscaping &
Horticulture)
Weekly progress report(s) Updated maintenance
and watering schedule
Offline
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End: Regulate maintenance of the plantations
List of Attachments:
Nil
3.9.4 Challenges & Expectations
Major risks/challenges faced by the division
► Entire Horticulture development process is handled manually from end-to-end
► Delay in file approval process
► Due to seasonal constraints of horticulture development, delay in tender process can lead to delay in procurement of seeds and limits placed on
period of operations, due to weather conditions
► Timely procurement of seasonal flowers and seeds for nursery development has been an issue
► Timely processing of estimates/BOQs
Key expectations from the new system
► Automation of estimates/tender processing
► Provision of GPS system for all locations wherever the plantations has been done to know the real time update on their status
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3.8 Overview - Finance Division
# GNIDA/ Department Overview
1 Department Name Finance Division
2 Organizational Structure
3 Responsibilities of the division
G.M. (Finance)
D.G.M (Accounts)
Accounting for
Collections
Central Accounts
Monthly/ Annual
Accounts
Scheme Profitability &
Inter. Dept. Reconciliation
Administrative Expenses/Payroll
Payroll, Staff Loans, etc.
Other Admin Expenses
Engg & Project
Accounting
Individual Project
Payments
Finance & Costing
Costing (Land &
Construction)
Monitoring & Collection of Data for Cost
Budgeting & Budgetary
Control
Preparation & Monitoring
Fund Management
Consultant
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The Finance Division is responsible for the overall management and disbursal of funds, internal accounting and compliance functions, as well as
consulting on financial inputs to core land management processes, such as allotment and land acquisition. The Divisions of GNIDA are not permitted to
handle and disburse funds on their own and the Finance division acts as a crucial nodal intermediary therein. Hence, the key functions handled by
Finance division are as follows:
► Processing and disbursement of payments to external users
► Scrutiny/consultation of files for all property divisions w.r.t costing inputs (payment plans, dues, default payments etc.)
► Record maintenance w.r.t disbursement/receipt of payments (manually fed into the compute from bank challans)
► Payroll Processing (monthly)
► Accounting (Processing of P&L, Balance Sheet, Certified Financial Statements, Fund Flow statement, MIS reports etc.)
4 IT applications / systems actually being used by you
► Access to Property management Software
► Payroll Processing & Accounting Software
► Universal File Tracking System (FTS) (Common)
3.9.1 Disbursement of payments to external users
Disbursement of payments to external users
The divisions of GNIDA do not, on their own, handle any of the funds disbursed to and/or received from external users, such as external government agencies, contractors
and consultants hired through tender, allottees, and farmers from whom land is acquired. These funds are disbursed and received directly by the Finance Division on
advice of the concerned Division. Illustrative examples are given below:
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► Disbursement of payment to external stakeholder: The Land Division advises the Finance Division that an advance payment is to be released to the ADM (Land)
to facilitate processing of a land acquisition proposal and bring about issuance of the appropriate government notification. The Finance Division will then release
this payment.
► Refund of money: An entity applies for a sewerage connection contract floated via open tender. The entity is unsuccessful in its application due to inadequate
credentials. The Finance Division is notified and the applicant is processed for a refund in the amount of the registration fee paid at the time of application.
# Process Steps Supplier Input Output Platform
Start: Requirement raised for disbursement of funds to an external entity
S1 Concerned Division to provide bills along with prescribed supporting
documents and sanctions to Finance Division for preparation of cheques
and release of payment
Concerned Division
(i.e. Division seeking
disbursement of
funds)
Bills, supporting
documents
- Offline
S2 Finance Division to review documents and return files to Concerned
Division. Either of the cases can happen:
► If there are shortfalls/discrepancies, the documents are to be sent
back to the concerned Division for correction within 2 days along
with detailed and specific reasons and requirements. Repeat S2 until
files are accurate and in order.
► If no discrepancies, documents to be filed for initiation of payment
via RTGS transfer
Finance Division Bills, supporting
documents
Files returned to
Concerned
Division
Offline
S3 Funds transferred to concerned person or entity’s bank account via RTGS
transfer
Finance Division Accurate bills and
supporting
documents
Cheque mailed
out
RTGS
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S4 Confirmation of payment is sent to the respective department Finance Division Confirmation - Offline
End: Funds received by concerned person or entity
List of Attachments:
Nil
3.9.2 Scrutiny of files for all divisions
Scrutiny of files for all divisions
The Finance Division conducts intermediary checks on various costing inputs into allotment schemes and payment plans. Post formulation of a scheme or
payment plan, all relevant documentation is forwarded to the Finance Division to cross-check for verification of calculation as well as cross-checking against
scheme- and Authority-wide norms, such as land rates and interest rates. Finance is also responsible for record maintenance, particularly with respect to
allottee fee payment – receipt details are fed into the system from bank challans and manually compiled into Excel-based MIS reports).
3.9.3 Payroll Processing
Payroll Processing
Salary is disbursed to employees of the Authority on a monthly basis. Attendance is registered manually on a department-wise basis. Basis on an employee’s
attendance details for the month, Payroll Processing software automatically proportions and calculates that employee’s salary for that month, and issues
a pay slip in the required amount. This pay slip is sent to the bank for processing and deposit into the employee’s account.
3.9.4 Accounting (Processing of P&L, Balance Sheet, Fund Flow Statement)
Accounting (Processing of P&L, Balance Sheet, Certified Financial Statements, etc.)
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Financial statements are prepared by the Finance Division in two lots. A fund flow statement is prepared on a monthly basis, detailing sources of funds and
the quantity of fund inflow from those sources, as well as the application/utilization of those funds, and quantity of fund outflow to those sources. Balance
sheet and income/expenditure statement are prepared every quarter on an accrual basis.
List of Attachments:
2. Financial policy
3.9.5 Formulation of Annual Budget
Formulation of Annual Budget
The Finance Division shall solicit inputs from the divisions of GNIDA for the purposes of formulating the Annual Budget. The primary inputs into this activity are the Annual
and Quarterly Action Plans formulated by the Planning Division; on the basis of these plans, which detail land requirement and plans for infrastructure development and
land utilization, the Finance Division is able to project total expenditure for the year, as well as plan for internal expenses, such as payroll, expenditure on
assets/consumables, etc.
List of Attachments:
Nil
3.9.6 Challenges & Expectations
Major risks/challenges faced by the division
► No linkage of finance data with allottee data maintained by Property Division
► MIS generation is an issue
► Outdated packages are overdue for replacement
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► Budgetary control issues
► Challenge in preparation of certified financial statements and organizational balance sheet
o Receipts from allottees are not fed into system automatically and/or directly from bank – current process involves manual feeding of
allottee data
Key expectations from the new system
► Integration of finance data with all allottee data, as maintained by Property Division
► MIS generation
► Budgetary monitoring and control mechanisms
► Preparation of certified financial statements and organizational balance sheet
► Financial record management
3.9 Overview - Human Resources Division
# GNIDA/ Department Overview
1 Department Name Human Resources Division
2 Organizational Structure
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3 Responsibilities of the division
The division will be responsible for managing the employees (permanent/temporary/deputation) of GNIDA. HRD shall be responsible for
personnel functions for all the categories, which includes recruitment, transfers, promotions etc.
4 IT applications / systems actually being used by you
► Universal File Tracking System (FTS) (Common)
3.9.1 Management of personnel functions
Personnel functions
The Human Resources Division handles core personnel functions for all on-rolls and contract staff of GNIDA, including management of recruitment, employee benefits
(e.g. medical reimbursements, staff welfare, and retirement benefits), Provident Fund (PF) loan sanctioning, and management of disciplinary proceedings and terminations.
Major personnel functions are detailed below:
1. Recruitment: Recruitment is done in line with the common cadre structure of the Authority. Divisions will reach out to the Human Resources Division to notify
them of personnel requirements. Posts are created, discussed and approved at GNIDA Board meetings as per the requirement of the concerned Division, following
G.M. (HRD & Administration)
HRD
Personnel Functions
Cadre Development
Housekeeping
Asset maintenance
Administrative Support Services
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which they are forwarded to the Government of Uttar Pradesh for final sanctioning. Once sanctioned, the job postings are floated in local newspapers by the
Marketing Division and applications are invited.
2. Internal Transfer: Employees of GNIDA may be transferred between Divisions on a periodic basis. All internal transfers are required to be signed off on by the
appropriate Approving Authority. In the case of Class III and Class IV employees, approval from the ACEO or concerned HOD is satisfactory. In the case employees
at Class II and above, the CEO has full approving powers.
3. Promotion: Promotion is time bound basis the current designation of the employee in question. Promotion is subject to approval from CEO on recommendation
of eligible candidates by Department Promotion Committee (DPC).
4. Leave: Employees of the Authority may avail one of 7 types of leave: casual leave, earned leave, medical leave, child care leave, maternity leave, leave without
pay, extraordinary leave. Requests for leave are to be submitted by the employee to the respective Head of Department (HOD). The leave approving authority in
the case of casual leave is the HOD; in all other cases, the approving authority is the ACEO/CEO, depending on the rank of the employee seeking leave.
5. Increments: By default, all employees receive an annual salary increment as government policy. The changes to payroll are made directly by Finance on an annual
basis. Any recommendations to the contrary, i.e. that a specific employee should not receive an increment, must be submitted by the concerned HOD and
approved by the CEO.
6. Maintenance of individual personnel files
7. Medical benefits: GNIDA employees may avail free outpatient medical care at empanelled hospitals. In case hospitalization/inpatient care is required, the
concerned HOD/ACEO may provide permission on the same. In cases where payments are required, the amount paid will be reimbursed to the employee following
submission of the relevant receipts.
8. Retirement policies: As per standard service rules, employees of GNIDA are of retiring age once they reach 58 years of age. When an employee is due for
retirement, the Human Resources and Finance Divisions consult the employee’s file and make recommendations for clearing of dues. Approval for facilitation of
retirement proceedings is given by the CEO. Retiring employees and their spouses may claim medical benefits of up to Rs. 2,00,000 per year, though only for
inpatient treatment.
9. Facilitation of resignation/relieving of duties: If an employee decides to resign or is to be relieved of his/her duties, a formal letter requesting the same must be
submitted by the concerned employee/HOD for CEO approval.
10. Initiation of Disciplinary proceedings: Disciplinary incidents are recorded in personal files; if required, a recommendation may be made on the basis of such
incidents by the concerned Division to the Human Resources Division. Once reviewed, Human Resources will forward the file to the CEO for recommendation of
action. Recommendation made on basis of incident marked in file, HR forwards case to CEO for necessary recommendation of action.
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11. Suspension/termination/reinstatement
12. PF loan sanctioning
List of Attachments:
Nil
3.9.2 Cadre Development
Cadre Development
Apart from Personnel functions, HRD also takes care of the cadre development wherein following functions are performed:
► Personnel Policy
► Manpower planning: Manpower requirements will be formally submitted to the Human Resources Division by the concerned Division. This requirement is then
forwarded to the competent authority for administrative approval and expenditure sanction, following which manpower/agencies are selected following an open
tender process. Please refer to “Tender Management”, detailed under Common Processes.
► Manpower development: This is done through training activities and seminars. These are initiated either after a training or skill development entity approaches
the Authority to conduct a program for its employees, or on a need basis, wherein the Authority solicits proposals from such entities as and when required.
► Maintenance of an employee database and related MIS reports: Reports may be requested by, submitted to and reviewed by the CEO on an as-is-where-is basis.
► Performance appraisals: Appraisals for every employee are submitted in the form of an Annual Confidence Report (ACR). For Class I employees, this evaluation
is done and signed off on by the CEO. For Class II employees, the same is done by the ACEO. For Class III and IV employees, these responsibilities are delegated to
the concerned Head of Department (HOD)
► Performance appraisals: Annual Confidence Report (ACR) – Class A (CEO), Class B (ACEO), Class III, IV (HOD)
# Process Steps Supplier Input Output Platform
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List of Attachments:
1. Cadre Structure
2. Cadre Development policy
3. Sample document for requisition of manpower
3.9.3 Organization/coordination for Board Meetings
Organization/coordination for Board Meetings
In the event a Board meeting of the Greater Noida Industrial Development Authority, the Human Resources Division is to lead organization and coordination of the
meeting, as well as compiling agenda and minutes for the same. This function is executed on a requirement basis, as and when a Board meeting is to be convened.
List of Attachments:
Nil
3.9.4 Challenges & Expectations
Major risks/challenges faced by the division
► No Leave management system is in place,
► No mechanism of digital signature which delays approvals
► Minimal use of GIS
► No alert on pendency status of files
Key expectations from the new system
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► File tracking system should be made online
► Real-time notifications
► User-id of each employee should be unique and should not be delegated
► Regular alerts on the periodicity of the employees on deputation
► Integration of employee codes
3.10 Overview- Marketing Division
# GNIDA/ Department Overview
1 Department Name Marketing Division
2 Organizational Structure
3 Responsibilities of the division
G.M. (Marketing)
Township Promotion &
Sale
Consultants
Communications Division
Customer Relations Cell
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The Marketing Division is the primary customer-facing Division of the Authority. The role of the Division is to interact with customers, either through
promotion and sale of services by way of publication of material in media channels, or directly/in-person through the Customer Relations (CR) Cell.
4 IT applications / systems actually being used by you
► Universal File Tracking System (FTS) (Common)
3.9.1 Promotion and sale of services
Promotion and sale of services
Marketing Division is responsible for undertaking the promotion of schemes introduced by GNIDA and publishing its activities and achievements to attract the prospective
investors and allottees. This is done through publication of scheme brochures and tender documents to the public, primarily through print media such as newspapers.
Independently, the Marketing Division is responsible for notification of the completion of various processes and transactions by other divisions in the Authority, including
but not limited to the selection of an entity through tender, the allotment of plots and the acquisition of land from farmers.
# Process Steps Supplier Input Output Platform
Start: Request for publishing of advertisement received internally from other GNIDA department(s)
S1 Marketing Division ascertains purpose of ad placement, intended
reach (i.e. whether ads should be published through national,
regional and/or local newspapers) and number of ads required to be
published (total and per newspaper). This requirement is formalized
and sent to one of several advertising agencies empaneled with the
Authority. Agencies empaneled on a yearly basis through the
Marketing Division Requirement
received from
GNIDA Division
Requirement sent
to empanelled ad
agency
Offline
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standard tender process, and are selected to coordinate specific
advertisements and advertising campaigns on a rotational basis.
S2 Agency considers requirement and sends formal price quote to the
Marketing Division for facilitation of approval by the competent authority
(ACEO)
Empanelled agency Requirement
received from
Marketing
Division
Quote sent to
GNIDA
Offline
S3 Marketing Division forwards quotation for necessary approval at the ACEO
level.
Marketing Division Quote forwarded
for ACEO
approval
ACEO signoff Offline
S4 Approval note sent to concerned Agency as a formal request order (RO) for
publication in the agreed channels and with the necessary frequency.
Marketing Division Request order
generated
Request order
sent to
empanelled
agency
Offline
End: Advertisement published
List of Attachments:
1. Sample request order (RO)
3.9.2 Customer Relations Cell
Customer Relations Cell
The Customer Relations (CR) Cell is the nodal customer-facing office of the Authority, where visitors to the Authority may interact with staff for issuance of visitor passes
(e.g. for complainants attending the biweekly Jansunwai meeting), intimation and submission of payments, submission of documents (e.g. letters, RTI applications, etc.).
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List of Attachments:
Nil
3.9.3 Challenges & Expectations
Major risks/challenges faced by the division
► No mechanism of digital signature which delays approvals
► Minimal use of GIS to monitor real time locations of advertisements
Key expectations from the new system
► Real-time notifications
► Advertisement template is shared with the concerned division on real-time basis
3.11 Overview - Assets (Purchase & Store) Division
# GNIDA/ Department Overview
1 Department Name Assets (Purchase & Store) Division
2 Organizational Structure
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3 Responsibilities of the division
The Assets (Purchase & Store) Division is responsible for the procurement of all categories of assets including consumables (IT consumables, RO
water, tea), dead stock and fixed assets (furniture), as well as maintenance of those assets. The Division’s functions may be defined as two key
processes:
► Purchase of consumables and fixed assets
► Recording of store and fixed assets
In addition, the Assets Division offers vehicle maintenance and hire services to employees of GNIDA: Taxi agencies are hired via tender for a period
of up to 1 year, wherein the agency is paid a fixed monthly rate for provision of services. Vehicles are available on a per-request basis to all employees,
and on a retainer basis to officers.
Divisions may raise grievances directly to the Sr. Manager (Assets) or concerned Manager; the complaint is then forwarded to the concerned
contractor/supervisor and resolved at the vendor level before being closed.
4 IT applications / systems actually being used by you
► Universal File Tracking System (FTS) (Common)
Senior Manager (Assets)
VehicleElectrical/ Mechanical
Consumables Fixed assets
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3.9.1 Purchase of consumables & fixed assets
Purchase of consumables & fixed assets
Prior to commencement of each financial year, the Assets Division shall seek Administrative Approval/Expenditure Sanction (AAES) based on the year’s estimated
expenditure on all prevalent consumables and fixed asset items. Basis the estimate prepared and approved, order is placed through appropriate channels and after
material receipt & inspection, payment is made through Finance Division.
# Process Steps Supplier Input Output Platform
Start: Preparation of estimate for the year of consumables & fixed assets
S1 Annual estimate prepared in consultation with divisions of GNIDA.
Requirements of each division are consolidated into a list and costs are
estimated against current market rates. Estimate prepared in
consideration with the annual budget prepared by Finance Division.
Assets Division Requirements
defined by GNIDA
Divisions, Annual
budget
Estimate for
approval
Offline
S2 Estimate and requirement list forwarded to competent authority for
review and approval.
CEO/ACEO/DCEO Estimate for
approval
Competent
authority signoff
Offline
S3 Assets Division to reach out to external agencies/suppliers to source
quotes/rate lists for required items
Assets Division Approved
estimate/asset
requirements
Rate lists
received from
suppliers
Offline
S4 Preparation of list of suppliers/manufacturers with whom purchase
orders can be placed
Assets Division Rate lists received Shortlist of
suppliers
Offline
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S5 Financial sanction is taken as per the limits given below:
- CEO – full powers
- DCEO/ACEO – 10 lakhs
- OSD/GM (HRD/ADM) – 1 lakhs
Competent
approving authority
as given to the left
Shortlist and
quotations
submitted to
review
Financial
sanction
granted
Offline
S6 Tender is floated and suppliers are selected (refer to “Tender
Management”)
OR
Purchases on quotation basis in following cases:
- Purchase is of urgent nature
- Value of items to be purchased is not substantial & tendering
would be costly
- Purchase is of specialised nature
- Purchase is being made from authorised dealers only
Tender Cell, Assets
Division
Financial sanction Quotations/
tenders
received
Offline
S7 Collection and evaluation of quotations by committee of GM (HRD/ADM),
Sr. FAO, Manager (Assets)
Committee Quotations Recommendatio
ns for approval
Offline
S8 Recommendation made by committee are sent for approval to:
- DCEO/ACEO – for consumables up to Rs. 2 cr.
- CEO – for dead stock/fixed assets
DCEO/ACEO & CEO Committee
recommendation
Supplier is
approved
S9 Purchase order is issued and order is placed with the approved supplier Sr. Manager (Assets) Purchase order Online
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S10 On receipt of material, it is sent for quality & quantity inspection Supplier Material purchased Inspected
material
Offline
S11 Supplier is intimated in writing in following events:
- Goods rejected by inspection team
- Short supplies as compared with bills/challans
Inspection team Inspected materials Material return
Note (MRN)
Or
Challan/bill
S12 Details of challan/bills recorded in the purchase daybook
S13 Bills sent to the Finance division for payment Administrative
support section
Approved bill Payment
released against
the bill
S14 Entry of payment in the purchase day book Finance division Payment details Online
S15 Intimation sent to the store in-charge about the stocks purchased & entry
is made in the concerned registers
Administrative
support section
Intimation Entry recorded
in registers
End: Stores issued to the division basis the indent slip & enter the issue details in the computer
List of Attachments:
Nil
3.9.2 Store and fixed asset recording system
Store and fixed asset recording system
Apart from purchasing of all consumables, dead stock items and Fixed assets of GNIDA, Asset division is also responsible for maintaining the same
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# Process Steps Supplier Input Output Platform
Start: Purchasing of all categories of assets
S1 Recording of the purchases in the store priced ledgers and Fixed asset
register:
a) Stationary store priced ledgers
b) Electrical store priced ledgers
c) Other consumables store priced ledgers
d) Fixed asset register
Store in charge Bills/challans of
purchases
- Online
S2 Maintaining the scrap register for all fixed assets & consumables
which have been scrapped or returned to store
Store In charge Online
S3 Numbering of the assets Administrative
division
- Manual
End: Generating MIS reports monthly/annually
List of Attachments:
Nil
3.9.3 Challenges & Expectations
Major risks/challenges faced by the division
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Nil
Key expectations from the new system
Integrated parking management system (especially applicable once new tenants move into the GNIDA offices at Knowledge Park IV)
3.12 Department Overview - Systems Division
# GNIDA/ Department Overview
1 Department Name Systems Division
2 Organizational Structure
ACEO (Systems)
OSD (Systems)
Senior Executive (Systems)
Manager (Systems)
Programmer- I (Systems)
Data Entry Operators
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3 Responsibilities of the division
The Systems Division is responsible for establishing, monitoring and maintaining IT systems and services for various Divisions within the Authority.
The processes/ functions carried out by the System division are broadly categorized as follows:
► Software development
► Issuance of hardware
► Maintenance, upgradation and replacement of hardware & software
► Creating and managing data back-up
► Provision of internet services across divisions
► Renewal of network licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup software)
► Grievance redressal (forwarding the complaints received to the respective departments)
4 IT applications / systems managed by you
► File Tracking System
► Office Automation Software (OAS)
► Online Allottee Services
► Query & Grievances system (Authority portal)
► Web-based Allottee Account Information System
► Integrated Grievance Redressal System (IGRS) (UP Govt. portal) – handled by a dedicated IGRS Cell
► Visitors Pass Management System – newly developed
► Document Management System – newly developed
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3.9.1 Software development
Software Development
The Systems Division engages in designing, creating, and managing of software applications needed for the various functions of GNIDA. The software is
developed on the request of a specific Division or group of Divisions through U.P. Government agencies, on an outsourced basis. Basis the request received,
the System dept. researches, plans, develops, implements, modifies, and maintains the software developed.
Preceding Process NA
Subsequent Process NA
# Process Steps Supplier Input Output Platform
Start: Need for software for managing respective functions at GNIDA/department
S1 Concerned Division raises requirement to Systems Division as per demand Respective Division Software
requirement
- Offline
S2 Systems Division reaches out to Government of Uttar Pradesh (via
government agencies) to provide rates for software along with commercial
terms & conditions
Systems Division Software
requirement
Rate list, commercial
T&Cs from gov’t agencies
Offline
S3 Systems Division prepares proposal for software development Systems Division Requirement for
software
Proposal for software
development
Offline
S4 Proposal is forward to the following for review and approval (administrative
& financial):
► Head of Department
Respective Division Proposal for
software
development
Approved proposal for
software development
Offline
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► ACEO
► CEO
S5 Post issuance of administrative approval and financial sanctions, Systems
Division to formally be awarded to UP Government agency via work order
(WO)
Systems Division Receipt of
administrative
approval
Work order issued Offline
S6 Regular progress monitoring Systems Division - - Offline
S7 Once a milestone is complete, payment file is moved to finance. Milestone
payments are processes by the finance dept.
Systems/ Finance
Dept.
Payment File Payment made Offline
S8 Once software is developed, UAT trial is undertaken for the respective
department
Systems/
Respective Division
- UAT -
S9 Respective dept. gives approvals on UAT trail certifying that the software is
okay and submits to System Dept.
Respective Division UAT Approval - Offline
S10 Issuance of Completion Certificate to the developer by System Systems Division - Completion Certificate Offline
End: Software developed
List of Attachments:
Nil
3.9.2 Issuance of hardware
Issuance of hardware
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As per the need and requirement of each division of GNIDA, System dept. issues and assigns the hardware needed to carry out the operations. Such hardware is acquired
by the System dept. independently depending upon the need of various divisions of GNIDA.
Preceding Process NA
Subsequent Process NA
# Process Steps Supplier Input Output Platform
Start: Need for hardware at specific GNIDA department
S1 Systems Division reaches out to U.P. Government agencies to provide rates
with commercial terms & conditions
Systems Division Hardware
requirement
Rate list/terms and
conditions
Offline
S2 After receiving proposal with rates and terms & conditions from
Government agencies, Systems Division will prepare proposal. This is in the
case of all purchases of computer hardware and equipment.
Systems Division Rate list/terms
and conditions
Proposal prepared Offline
S3 Demand for hardware is reviewed by GNIDA Divisions Respective Division Rate lists, terms
and conditions
Rate list/demand
reviewed by Division(s)
Offline
S2 Proposal is forward to the following for review and approval:
► Head of Department
► ACEO
► CEO
Respective Division Proposal for
hardware
issuance
Approved proposal for
hardware issuance
Offline
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S3 Approved proposal is forwarded to System Dept. for issuance of hardware.
System dept. acquires the hardware independently through UP govt.
agencies like UPDESCO, UPTRON Powertronix Ltd
Respective
Division./Systems
Division
Approved
proposal for
hardware
issuance
- Offline
S4 Once System Dept. share the requirement with the Govt. agencies, they
send rates
System Dept./ Govt.
Agencies
Hardware
requirement
Rates Offline
S5 Rates received by System and forwarded for review and approval by:
► ACEO
► CEO
System Dept. Rates Approval Offline
S6 Post CEO’s approval, work awarded and Work Order sent back to agency for
delivery of items
System Dept. - Work Order Offline
S7 Hardware items issued to respective department System Dept. - Items issued Offline
S8 Installation report signed by respective department and submitted to
System Dept.
Respective Dept. - Installation Report Offline
S9 Payment file is moved to finance for one-time payment System Dept. Payment file - Offline
S10 Payment is issued to the govt. agency in the form of cheque/RTGS along with
Installation Report
System Dept./
Finance Dept.
- Payment made Offline
End: Hardware issued
List of Attachments:
1. Nil
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3.9.3 Maintenance, upgradation and replacement of hardware & software
Maintenance, upgradation and replacement of hardware & software
The hardware issued and software developed by the System dept. needs to be maintained, upgraded and replaced time to time due to the advancements in the technology,
limited life cycle of hardware/software, renewal of the licenses attached etc. For the same, there is an Annual Maintenance Contract (AMC) with specific govt. agency for
a period of 1 year along with manpower. The AMC contractor is responsible for handling all maintenance, upgradation and replacement requests, except those relating to
physical damage of computer hardware.
Preceding Process NA
Subsequent Process NA
# Process Steps Supplier Input Output Platform
Start: Need for hardware/software maintenance, upgradation & replacement
S1 Either of the two happens:
1) Respective department/people submits request for maintenance/
upgradation/ replacement.
2) Routine maintenance/ upgradation /replacement occurs and is
undertaken by AMC contractor itself.
Respective
Dept./System
- Proposal for maintenance/
upgradation/ replacement
Offline
S2 Regular monitoring by System Dept. On completion of every quarter, file is
moved to finance for quarterly payment
System Dept - Payment file Offline
S3 Payment approved by Finance Dept and cheque is sent back to System Dept. Finance Dept. Payment file Payment approved Offline
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S4 Satisfactory report issued quarterly along with cheque System Dept. - Cheque & satisfactory report
issued
Offline
End: Maintenance/ upgradation/ replacement carried out
List of Attachments:
1. Nil
3.9.4 Renewal of network licenses
Renewal of network licenses
Renewal of network licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup software) is carried out for a period of 3 years along with manpower (annual
basis) support for a period of 3 years at a time (approval from CEO) taken from authorized vendors/ distributors/ manufacturers, proposal is made and approved by CEO.
Exchange server is in house.
Preceding Process NA
Subsequent Process NA
# Process Steps Supplier Input Output Platform
Start: Need for network license renewal
S1 Proposal for renewal of network license prepared System Dept. - Proposal Offline
S2 Submitted for review and approval (administrative & financial) to the
following:
System Dept. Proposal Proposal approved Offline
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► Head of Dept.
► ACEO
► CEO
S3 Post receipt of administrative and financial approvals, renewal of network
licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup
software) is carried out for a period of 3 years along with manpower (annual
basis)
System Dept. - Renewal of network
license
Offline
S4 File sent to Finance Division for payment, renewal of license and for issuance
of manpower quantity bill
System Dept. Payment file - Offline
S5 Payment approved and processed by Finance Dept. Finance Dept. Payment file Payment approved Offline
End: Renewal of network license carried out
List of Attachments:
1. Nil
3.9.5 Creating and managing data back-up
Creating and managing data back up
A data back-up is created as a result of copying or archiving the files and folders for the purpose of being able to restore them in case of data loss. Such data backup is
created on DLT Tapes on daily basis. Along with the creation of data back-up, the System dept. also manages such data back up on daily basis.
List of Attachments:
1. Nil
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3.9.6 Grievance redressal
Grievance redressal
Each division’s nodal officer is the HOD of the grievances for their respective division and they are responsible to monitor the same. Complaints, queries and demands are
received from allottees and public in general, which are then forwarded to the concerned division online on the Query & Grievance system.
Preceding Process NA
Subsequent Process NA
List of Attachments:
1. Nil
3.9.7 Challenges & Expectations
Major risks/challenges faced by the division
► Lack of notifications on existing online systems
► Potential for existing system to be integrated in the new ERP system
Key expectations from the new system
► Hardware complaints registration & monitoring system should be designed at two levels:
o User level
o System level
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► Issues of consumable items i.e. cartridges, tonners etc. to different divisions should be known on a real time basis
► Real-time notifications of all the complaints & updates
► Inventory maintained by Systems to be inter-linked with Asset division
► New hardware required for proper functioning of ERP system
► Software required to centrally monitor/handle hardware complaints, issuances of new hardware and replacements of computer hardware
3.13 Overview - Law Division
# GNIDA/ Department Overview
1 Department Name Law Division
2 Organizational Structure
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3 Responsibilities of the division
The Law Division is responsible for handling all the legal matters and arbitration in all types of cases pertaining to GNIDA and providing advice when
sought on legal matters to all the divisions of GNIDA. The division is also responsible for vetting of the legal documents and standardization of
contracts. The Divisions of GNIDA are not permitted to handle the legal matters on their own and thus the Law Division acts as a crucial nodal
intermediary therein. Hence, the key functions handled by Law Division are as follows:
► Dealing/Attending all court cases relating to GNIDA
► Advice on all legal matters to all the divisions
4 IT applications / systems actually being used by you
► Universal File Tracking System (FTS) (Common)
GM (Law)
DGM (Law)
Law Officer
Deputy Law Officer (4)
Assistant Law Officer (4)
Assistant (10)
Consultants for Special Advice (5-6)
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3.9.1 Management of all ongoing court cases
Dealing/Attending all court cases
The divisions of GNIDA do not, on their own, handle any of the court cases filed against it even if such court case concerns a specific division. These court cases are handled
directly by the Law Division with assistance of the concerned Division – e.g. the Land Division will advise the Law Division on a case where GNIDA has been sued for
inadequate compensation against the land acquired by the Land Division. The Law Division will take care of the court proceedings in all sort of cases.
# Process Steps Supplier Input Output Platform
Start: Receipt of notice from the panel devised at each court/commission
S1 Law Department (GNIDA) is informed of receipt of notice at the
court/commission level
Panel of advocates
maintained at
court/commission
Notice - Offline
S2 Notice forwarded to Law Department for review Panel of advocates
maintained at
court/commission
Notice - Offline
S3 Evaluation of the case and analysis of the involvement of various
divisions of GNIDA is conducted in order to extract relevant
information for the case preparation
Law Department Notice Sending notice to
concerned
division for the
provision of
information
Offline
S4 Primary inputs and factual information are taken from all the concerned
divisions
Concerned Division Factual info
related to case
- Offline
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S5 Primary inputs and findings from analysis to be consolidated and evaluated
to determine where further information is required, if at all.
► If further information is required, S2 and S3 may be revisited, as
required.
► If no further information is required, proceed to S5.
Law Department - - Offline
S6 Information gathered and forwarded to advocate(s) stationed at
court/commission for issuance of counter affidavit
Law Division Data collected
from various
divisions
Info relevant for
the case
Offline
S7 Counter affidavit sent to internal legal team for analysis, review against
items received in suit, writ, etc.
Law Division - Counter affidavit Offline
End: Counter affidavit is filed with the relevant court and inception of court proceedings, which continue for as long as necessary
List of Attachments:
1. Sample counter affidavit
3.9.2 Advice on legal matters
Advice on all legal matters
The Law Division is responsible for advising all the divisions in their respective legal matters and also outside inquiries. It is responsible for drafting of urban
rules and regulation in consultation with the concerned divisions and assists in standardization of contracts with outside agencies to the extent possible &
advice when required. To do so, files are sent to the Law & Legal department for input on a case to case basis, by the respective departments.
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3.9.3 Challenges & Expectations
Major risks/challenges faced by the division
► Processing time is down
► No timely submission of report from the concerned division
Key expectations from the new system
► Real-time notifications of the notice received by the panel of lawyers
► Status of all the pending cases should be known on real-time basis
► Law Division should have power to loop in panel of advocates to reports generated/data housed by ERP
► Online platform to process, compress and exchange heavy size files
► Server should be able to host large quantum of data
► Facility of 5-6 scanners
► Reminder, notification alert for time bound execution of work and dates in the Court, if any
► Real time compliance of Court orders, both interim and final
► Departments to provide exact report of claims made by the claimant, petitioner, etc.
► Policy should be clear in all departments to minimize room for interpretation/confusion or larger term
3.14 Overview - RTI Cell
# GNIDA/ Department Overview
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1 Department Name RTI Cell
2 Organizational Structure
3 Responsibilities of the division
The Right to Information (RTI) Act, 2005 has the right for citizens to secure access to information under the control of public authorities, in order to
promote transparency and accountability in the working of every public authority. To meet this obligation, the Authority has dedicated a Right To
Information (RTI) Cell, whose single responsibility is to act as a nodal point for all incoming RTI queries, and to delegate those queries to the concerned
teams/departments.
4 IT applications / systems actually being used by you
► Universal File Tracking System (FTS)
ACEO
RTI Nodal Officer/ Sr. Manager
Assistant
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3.9.1 Delegation of RTIs
Delegation of RTIs
The RTI cells acts as a nodal office for receiving RTIs through GNIDA Central Dispatch (either offline or through the universal File Tracking System). The RTI Cell then
cascades these queries to the relevant division(s) for response. The standard timeline for response and disposal of a single RTI query is 30 days. If escalation occurs due to
non-response by the concerned division(s), the RTI cell shall re-forwarded the query to the concerned team for immediate response. In particular instances, the RTI cell
may directly handle escalations by communicating telephonically with applicants and providing reason for non-response. Monthly pending report of RTIs are forwarded
to the designated Public Information Officer (PIO) of the concerned team/department for disposal.
Preceding Process Nil
Subsequent Process Nil
# Process Steps Supplier Input Output Platform
Start: RTI Query received by GNIDA Central Dispatch
S1 Hard copy file forwarded to RTI Cell for processing of query and delegation
to concerned team/department
Central Dispatch RTI Query RTI Query
forwarded to Cell
Offline/File
Tracking System
(FTS)
S2 Query delegated to concerned team/department within 1-2 working
days of receipt. Delegated queries are forwarded to a designated
Public Information Officer (PIO) within the concerned
team/department.
RTI Cell RTI Query RTI Query
forwarded to
concerned PIO
Offline/File
Tracking System
(FTS)
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S3 Concerned team/department to respond to query within 30 days of receipt
from RTI Cell. Once response has been formulated, concerned
team/department is to respond directly to the applicant through the
Universal File Tracking System (FTS).
In case of non-response within the prescribed timeline, RTI applicant may
submit an appeal to Appellate Officer (1) in order to have query addressed
on expedited basis.
Concerned PIO RTI Query RTI Query
responded to
Offline/File
Tracking System
(FTS)
End: RTI Query resolved
List of Attachments:
1. Sample RTI Query
3.9.2 Challenges & Expectations
Major risks/challenges faced by the division
► Problems being encountered due to lack of official staff, equipment such as photocopy machines, etc.
Key expectations from the new system
► RTI queries should be disposed of within 30 days of receipt by the concerned division. Concerned PIOs will be responsible for giving the required
information to the RTI applicant within 30 days – response should be copied to the RTI Nodal Officer for record keeping and formal disposal
► Provision for recalling of incorrectly delegated queries (e.g. if an RTI query intended for Planning Division is incorrectly routed to Urban Services
Division)
► Status tracking facility allowing monitoring of pendency on a departmental level
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► Well-defined escalation matrix, wherein cases of non-response can be escalated from the 1st Appellate Officer to a second round of appeals at the
State Government level
3.15 Common Processes
3.9.1 Online Grievance Redressal
Online Grievance Redressal
The Greater Noida Industrial Development Authority (GNIDA) invites grievance from its users through two comprehensive online channels. Complainants
may submit their grievances over their preferred portal; the complaint is received, filed and delegated to the appropriate team for resolution. Details of
the portals are given below:
Integrated Grievance Redressal System (IGRS): IGRS is an integrated grievance management tool introduced and managed by the government at a state
level. Complaints are filed through an online portal and received at a central level, wherein they are scanned and dispatched to the concerned entity (e.g.
GNIDA) for redressal. The grievances are dispatched manually (in hard copy). In parallel, complaint letters are scanned and uploaded to the UP Chief
Minister’s portal for viewing by the concerned entity or entities.
Online Grievance Platform: This platform is maintained and managed by GNIDA. Complaints are received directly by the Systems Division of the Authority.
# Process Steps Supplier Input Output Platform
Start: Grievance received by Systems Division at GNIDA
S1 Systems Division processes individual grievance cases and forwards
them to the concerned Division for resolution
Systems Division Received grievance Greivance forwarded
to concerned Division
File Tracking System
(FTS)/Online
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grievance redressal
platform(s)
S2 Concerned division to respond to complaint as required Concerned division Greivance forwarded
to concerned Division
Resolution of
complaint
File Tracking System
(FTS)/Online
grievance redressal
platform(s)/Offline
resolution
S3 Once complaint is resolved, concerned division intimates the same
to Systems Division for closure of grievance file
Concerned Division Resolution of
complaint
File forwarded to
Systems Division for
closing
File Tracking System
(FTS)/Online
grievance redressal
platform(s)
End: Grievance file closed
List of Attachments:
1) Sample grievance received through IGRS
2) Sample grievance received through Online Grievance Portal
3.9.2 Jansunwai
Jansunwai
In addition to online channels, the Authority invites grievance cases to be filed in-person at biweekly meetings. Jansunwai meetings are held in the
Boardroom, GNIDA, on Tuesdays and Thursdays every week. Complainants register themselves for a visitor pass with the Customer Relations (CR) Cell
before being called to present their case to the meeting, chaired by the CEO, GNIDA. Presented cases are referred for necessary action.
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# Process Steps Supplier Input Output Platform
Start: Complainant arrives at GNIDA
S1 Complainant registered and issued visitor pass, cleared to
proceed to meeting room for presentation of complaint
Customer Relations
Cell
Complainant arrives
at GNIDA
Visitor Pass issued Visitors Pass
Management
System
S2 Complainant issued queue number. Basis the queue number (first-
come, first-serve), the complainant is called into the meeting and
may present the details of his/her case to the members of the
meeting.
Complainant - - Offline
S3 Complaint referred to concerned Division(s) for necessary action.
Complaint and necessary action recorded.
CEO (as chair of
Jansunwai meeting)
- Complaint delegated Offline
S4 Concerned division to respond to complaint as required Concerned division Greivance forwarded
to concerned Division
Resolution of
complaint
Offline
S5 Once complaint is resolved, concerned division intimates the same
to Systems Division for closure of grievance file
Concerned Division Resolution of
complaint
File closed Offline
End: Grievance file closed
List of Attachments:
1) Sample grievance received through Jansunwai
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3.9.3 Tender Management
Tender Management
A tender document is a formal, structured invitation to suppliers to submit a bid to supply products or services. In the context of GNIDA, in order to execute
any work or service through an external agency, GNIDA follows its own detailed tender management process. The process is primarily handled by the
Division floating the tender, but is supported by a dedicated Tender Cell within the Projects Division. All tenders are managed through Uttar Pradesh
eTender portal (https://etender.up.nic.in/nicgep/app), except those under Rs. 1,00,000 lakh in value. Tenders may consist of two components – a technical
bid, wherein a proposing entity’s technical qualifications and experience are evaluated, and a price bid, wherein the proposing entity proposes a cost for
the services and/or work to be rendered.
► If the tender is for a value below Rs. 10,00,000, only a price bid is required
► If the tender is for a value above Rs. 10,00,000, both a technical/pre-qualification bid and a price bid are required
All bids are ultimately reviewed by the Tender Committee, which is constituted on the basis of the value of the contract being put out to tender:
► For tenders up to Rs. 50,00,000 in value, the Committee will be comprised of: DGM (Finance), two Sr. Managers (Project) other than the in-charge
of the circle for which the tender is being evaluated
► For tenders in excess of Rs. 50,00,000 in value, the Committeee will be comprised of: Both GMs (Projects), GM (Finance), DGM (Projects)
Preceding Process Nil
Subsequent Process Nil
# Process Steps Supplier Input Output Platform
Start: Sector layout plan forwarded by Planning Division to Projects Division
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S1 Basis requirement, the project manager/in-charge will prepare
tender documents according to standard terms and conditions
approved by CEO
Project manager/in-
charge
Tender requirement Draft tender
documents
Offline
S2 In the case of the Projects, Urban Services, Health and Horticulture
Divisions only, draft documents must also be forwarded to
Technical Cell for verification of specifications, bill of quantity,
calculations, tender conditions, etc.
For any Divisions not mentioned above, skip S2 and proceed
directly to S3.
Project manager/in-
charge
Draft tender
documents
TSC verification Offline
S3 Draft documents submitted to competent authority for approval of
tender. Competent authority is defined as below:
► For projects up to Rs. 2 cr. in value, DGM has full approval
authority
► For projects above Rs. 2 cr. in value, GM has full approval
authority
Project manager/in-
charge, Technical Cell
(if applicable)
Draft tender
documents
Competent authority
signoff
Offline
S4 Approved documents to be forwarded to Tender Cell for
publication of tender on eTenders portal. Once uploaded to portal,
tender documents are to be forwarded to Marketing Division for
publication in local newspapers.
Concerned Division Final tender
document
Tender forwarded for
publication in
appropriate channels
Offline
S5 Tender floated to intended audience via appropriate
communication channels (e.g. newspapers, message board,
website) by Marketing Division. Tender Cell uploads tender to e-
Tender portal.
Marketing Division,
Tender Cell
Final tender
document
Tender documents
published on
eTenders portal, in
newspapers
Offline, eTenders
portal
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S6 Opening of tender: Standard time schedules are to be followed with
regard to the minimum period between publication date and
opening date:
► 7 days for projects up to Rs. 10,00,000
► 10 days for projects between Rs. 10,00,000 and Rs. 2 cr.
► 14 days for projects above Rs. 2 cr.
Tender Cell - - Offline, eTenders
portal
S7 Following close of tender period, all received tenders to be
forwarded to Tender Committee for evaluation. Committee is
constituted based on tender value, as mentioned above.
► If tender has value up to Rs. 50,00,000, proceed to S9.
► If tender has value in excess of Rs. 50,00,000, proceed to
S13.
Tender Cell Received tenders Tenders forwarded to
Tender Committee
Offline, eTenders
portal
S8 Tender Committee to open pre-qualification/ technical bidding,
measuring technical qualifications and past experience of each
bidding entity. Preliminary evaluation of pre-qualification bid done
by concerned department/designated work circle.
Tender Committee Received tenders Committee
observations and
recommendations
Offline, eTenders
portal
S9 Findings from concerned department/ Work Circles’s evaluation of
pre-qualification bid to be forwarded to DGM/GM of Concerned
Division for review, first-level approval.
► In the case of Projects, Urban Services, Health and
Horticulture Division, the DGM/GM of the Concerned
Division will forward these findings to the Technical Cell for
further action. Proceed directly to S10.
► In case of all other Divisions, proceed directly to S11.
Project manager/in-
charge
Received tenders,
observations from
first level review of
pre-qualification bid
DGM/GM (Projects)
signoff
Offline
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S10 Technical Cell to review and grade received tenders on technical
merit. Once reviewed, file to be forwarded to Tender Cell along with
all observations for final decision.
Technical Cell Received tenders and
observations
Grading of tenders on
technical merit,
Technical Cell signoff
Offline
S11 Decision made on which tenders to move forward.
► Qualified tenders to move on to price bid stage
► Refund process for security deposit to be initiated for
unsuccessful tenders. Files sent to Finance to refund
payment via RTGS
In case no tenders have qualified, return to S5 for republishing of
tender in newspapers and on eTenders portal
Tender Committee Received tenders,
observations, and
technical grades
Tender Committee
decision
Offline
S12 Tender Committee sends file to Tender Cell for financial bid
opening and specify opening date on the system. Evaluation of
price bid done by concerned Work Circle, which is required to
prepare justification for tender value and costing.
Tender Committee,
Project manager/in-
charge
Received tenders Justification of tender
rate
Offline
S13 Findings from concerned department’s (concerned Work Circle in
case of Project tender) to be forwarded for review and first level
approval.
► In the case of Projects, Urban Services, Health and
Horticulture Division, the DGM/GM of the Concerned
Division will forward these findings to the Technical Cell for
further action. Proceed directly to S14.
► In case of all other Divisions, proceed directly to S15.
Project manager/in-
charge
Received tenders Received tenders,
observations from
first level review of
price bid
Offline
S14 Technical Cell to comparatively review tenders received on a price
basis. Once reviewed, file to be forwarded to DGM/GM (Projects)
Technical Cell Received tenders,
observations from
Technical Cell signoff Offline
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along with all observations for final decision. Once reviewed, file to
be forwarded to Tender Committee along with all observations for
final decision.
first level review of
price bid
S15 Decision made on which tenders to move forward.
► Qualified tenders to be forwarded to appropriate Tender
Accepting Authority.
► Refund process for security deposit to be initiated for
unsuccessful tenders. Files sent to Finance to refund
payment via RTGS
In case no tenders have qualified, return to S5 for republishing of
tender in newspapers and on eTenders portal
Tender Committee Received tenders,
observations, and
price justification
Tender Committee
decision
Offline
S16 Tender Committee to forward recommendations to relevant
Tender Accepting Authority, as given below:
► CEO has full accepting power, including for projects
greater than Rs. 2 cr. in value
► For projects between Rs. 50,00,000 and Rs. 2 cr. in value,
the ACEO is the Accepting Authority
► For projects between Rs. 25,00,000 and Rs. 50,00,000 in
value, the GM (Projects) is the Accepting Authority
► For projects between Rs. 10,00,000 and Rs. 25,00,000 in
value, the GM (Projects) is the Accepting Authority
► For projects below Rs. 10,00,000 in value, the GM
(Projects) is the Accepting Authority
Tender Committee,
Tender Accepting
Authority
Committee
observations and
recommendations on
pre-qualification bid
(if applicable) and
price bid
Accepted tender Offline, eTenders
portal
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In the event of the relevant Tender Accepting Authority not being
in agreement with findings of Tender Committee, detailing
reasoning for the same to be forwarded to the next higher authority
for final decision. Ideally, the entire tender accepting process is to
be completed within 7 days of opening of the first round of bidding.
S17 Work Circle to issue Award Letter to winning bidder. One copy of
Award Letter copied to Tender Cell for upload of list of winning
bidders.
Project manager/in-
charge
List of winning bids Award letter issued Offline
S18 Awardee to submit required documents to facilitate signing of
contract bond, including stamp paper, indemnity bond, final quote
and a security deposit (as defined in the bond). If final quote is less
than the Bill of Quantities (BOQ) proposed in the original tender, a
percentage of the difference is taken as a performance guarantee
in the form of a Fixed Deposit Receipt (FDR) or bank guarantee, as
per policy.
Selected contractor Documents required
for facilitation of
contract bond
execution, security
deposit
- Offline
S19 On receipt of required documents, Contract Agreement/Bond is to
be drawn up between relevant users within the Authority and the
contractor. Bond executed at work circle level, with a copy to DGM
and GM (Projects)
Project manager/in-
charge
Accepted tender Contract bond
executed
Offline
S20 Bond forwarded to Finance Division for final signing and seal Project manager/in-
charge
Executed contract
bond
Finance Division
signoff
Offline
End: Commencement of work
List of Attachments:
► Sample Award Letter
RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
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► Document(s) required for issuance of Contract Agreement/ Bond
► Sample Contract Agreement/ Bond
3.9.4 Contract Management
Contract Management
The Authority will engage in routine quality monitoring of agencies that it has contracted for delivery of services. Based on the findings from monitoring
activities, the Authority will be able to track progress of individual tasks against prescribed timelines/benchmarks (e.g. submission of deliverables/work
products by consultants, completion of works by project and urban service contractors, completion of construction by allottees under various schemes),
and take action on the basis of work completed against those timelines/benchmarks. In the case of construction and engineering works, this task would
also include enforcement of the prescribed defect liability period (DLP).
List of Attachments:
Nil
3.9.5 Policy formulation
Policy formulation
On a continuous basis, the Authority may engage in formulation of new policies as well as revision of existing policies. Such policies are formulated/revised
at the level of the Concerned Division, and forwarded to the competent authority (i.e. CEO) for approval as required. For example, the Property Division
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may elect to revise its policy for the transfer of subleases under Group Housing schemes. Policy would be formulated/amended by the concerned team,
and then forwarded to the CEO’s desk for approval.
# Process Steps Supplier Input Output Platform
Start: Requirement for new/amended policy identified by concerned Division
S1 Concerned Division to assess policy requirement and
formulate new policy and/or revise existing policy in
consultation with Finance and Law Divisions
Concerned Division Policy requirement Draft policy and/or
amendments
Offline
S2 Draft policy to be forwarded to concerned Head of Department
(HOD) for first level review and approval
Concerned Division Draft policy and/or
amendments
HOD signoff Offline
S3 Policy to be forwarded to CEO for final approval. Proceed to S4.
If revisions are required, policy to be returned to concerned team
via concerned HOD for reworking. Return to S1.
Concerned HOD Policy and/or
amendments
CEO signoff Offline
End: Approved policy put into effect
List of Attachments:
Nil
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3.9.6 Organization/coordination for Meetings
Organization/coordination for Meetings
In the event that large meeting space is requirement, divisions within the Authority may reserve the Boardroom and other meeting spaces in the Authority’s offices. Once
the meeting space has been reserved for the required time period, the concerned Division is responsible for leading organization and coordination of the meeting, as well
as for compiling the agenda and minutes for the same. This function is executed on a requirement basis, as and when a meeting is to be convened. This does not apply to
meetings of the Board, Greater Noida Authority.
List of Attachments:
Nil
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4.0 Technical Requirement Specifications
Technical specifications provided here are the set of requirements that the proposed ERP
system must meet. This document provides information to the SI on the business
requirements, various standards & guidelines, the best practices, and is an essential guide for
defining a proposed system and ensuring mutual understanding among key stakeholders.
All the technical specifications provided in this section are minimum and have been provided
for immediate reference only.
All the software (if any) along with proposed ERP system shall initially be supplied with a 5
(five) years comprehensive on-site OEM warranty/ support. Also, if the contract period is
extended, then bidder must ensure that all the supplied software OEM warranty, service and
support, subscription is also extended for the same period.
4.1 Implementation of ERP Application
a) Application must be web based, built on enterprise application platforms, use multi-tier
application architecture with sufficient flexibility for customization based on GNIDA
requirements.
b) The ERP application shall be built upon automated workflow management system.
c) Implementation of ERP application shall be based on the approved Business Blueprint and
Design.
d) Application shall be integrated with all the required third party services.
e) The ERP application shall support all popular/ common web browsers i.e. Google Chrome,
Mozilla Firefox, Internet Explorer, Apple Safari.
f) The ERP application shall be feature rich and comply with the guidelines issued by the
Govt. of India for the development of the government websites/ portal/ Web Application
i.e. GIGW.
g) The information and forms collected from various sources and the implementation of the
ERP application will have to be converted into appropriate electronic open standard
format(s) as mentioned in “Interoperability Framework for E-Governance in India-Draft
v1.0 issued by Ministry of Electronics & Information Technology (MeitY), Government of
India.
4.2 Design and Development of Web Portal
a) The SI shall design and development a web portal which should be user friendly and shall
have modern corporate look and feel.
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b) The SI shall be responsible for the development of a feature rich and dynamic content
web portal for the GNIDA and as per the guidelines issued by the Govt. of India for the
development of the government websites/ portal i.e. GIGW.
c) All the sections of the Web portal should be of dynamic nature and must be supported
with a Content Management module for easy content management and administration
of the same.
d) Web portal administrator should have the facility to view all the versions and rollback the
content.
e) The version number and keeping records up to maximum versions should be configurable.
f) The web portal should be responsive so that it should adjust as per the screen size. Thus,
design should be compatible with desktop, laptop, tablet, mobile phone and other
handheld devices.
g) The web portal should be compatible with all the major web browsers i.e. Internet
Explorer, Mozilla Firefox, Google Chrome, Apple Safari etc.
h) Design should not be font dependent. The content of the site should be readable with
default standard fonts.
i) Font properties should be such that the text must be readable both in print and electronic
format and the page must print correctly on A4 size paper.
j) The web portal should be bi-lingual and support English and Hindi languages.
k) Web portal should have a keyword based full content search facility for English and Hindi
languages.
l) To search specific record, each section/ module should have parameterized search.
m) There should be options to view website in different sizes of font.
4.3 System Architecture
a) The System shall be designed, implemented and deployed by considering the scalability,
reliability, security, business continuity, optimum performance of the entire solution and
based on the requirements of GNIDA.
b) The system architecture needs to be designed in a manner that will based on loosely
coupled components making it easy to extend.
c) The system should conform to an application development and integration methodology
based on a Service Oriented Architecture (SOA), and the integration methodology should
be based on REST/ SOAP/ XINS etc. and Web enabled services technologies.
d) The proposed system should have the capability to work in online as well as offline mode.
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SMS Service
Provider
Payment
Gateway
Provider
Aadhaar
API
User s
Account
GIS
Server
Internet
Firewall
Web Server
App Server
Database
Sever
Web Server
App Server
Database
Server
Server
Database
Server
Internet
Router
Load Balancer
Payment
Gateway
E-Sign & Aadhaar
VerificationSMS Gateway
Confirmation /
Communication
Server
eMail Server
Server
CMS
DMS
Data StorageTL
Internet
Router
Internet
Router
Firewall
Figure 1: System Architecture
e) All the modules/ components of the proposed system should be deployed in centralized
manner/ platform.
f) The architecture should be highly scalable and capable of delivering high-performance as
and when transaction volumes increase. It is required that application and deployment
architecture should provide the flexibility of Scaling-up (vertical scaling) and Scaling-out
(horizontal scaling) on Application and Web Servers, Database Servers, and all other
solution components.
g) The system should allow addition of more modules/ sub-modules and more users without
affecting the performance of overall application/ other functioning modules.
h) The system should support customization to meet the project requirements. In case need
for customization arises, the same should be done in the form of add-ons and routines/
patches that can be plugged/ unplugged from the base software package as the situation
arises.
i) The system should provide facility for 'single point data entry at source' and fully
integrated, unified and interfaced so that there are no redundancies. It should have the
ability to have an update occur in one module and be immediately available to all other
modules of the system even among geographically dispersed sites.
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j) The system should support clustering and high availability.
k) The system should have real-time data update among modules.
l) As specified above, the application should have multiple layers as described below:
i. Presentation Layer: This layer should be web-enabled and should run on all major
web browsers. This layer interfaces the business components and implements
automated data workflows for GUI initialization, loading, saving data, enabling and
disabling forms. Multi-language support is also implemented at this layer which
allows runtime modification of terms and phrases.
ii. Service layer: this layer contains a class library which takes care of inter-operability
and open standard/ protocols like web service, windows services, APIs, which
make this Business Layer a platform-independent. This layer is used to give
functionality for data exchange using web services based component or database
synchronization with external agency.
iii. Business layer: this layer should implement the process flow and logic that drives
the business functionality. This layer should be developed using component based
design. Framework should have provision to keeps all the user activity to be
audited and logged during the business process.
iv. Persistence layer: It has been visualized that the COTS solution for this project
would be managing very high volumes of data, storing a large amount of data for
long-term preservation of records at various repositories. It is mandatory for the
SI to ensure faster access and better manageability of this data. It is expected that
the SI will consider mechanisms which would improve the performance of this
layer.
v. Data layer: this layer has Data Access class library which provides methods for
exchanging data between business components/ layer and databases/ persistence
layer.
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Payment Gateway
SMS
eMail DMS
DSC
Aadhaar
Presentation Logic
Components
GIS
CMS
UI Components
Internet
Service Interfaces Message Types
Application Funcationalities
Business Workflow Business Components
Business Entities
Data Access
Components
Data Helpers/
Utilities
Service
Agencts
Services Data Components
Figure 2: n-Tier Application Architecture
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4.4 Internet and Intranet Enabled
a) The ERP application should support access via LAN, WAN and Internet with secured
connectivity.
b) The system should be scalable and flexible enough to provide access and information to
all the users from the different functions/ departments/ offices of GNIDA and other key
stakeholders.
c) The system should support all TCP/ IP/ SMTP/ or any other related protocols.
4.5 User Interface
a) The system should be user friendly and should have interactive Graphical User Interface
(GUI).
b) All the application modules and sub-modules shall use uniform theme in the GUI. The
application should be consistent in the sequences in the visual presentation to the user
and in use.
c) The online form should have mandatory fields marked out clearly. The system should not
allow submission of the form without completing the mandatory fields.
d) The system should have sufficient validation checks at GUI/ presentation layer for
validating the data formats, completeness of the forms in terms of mandatory fields,
checking for file type and size of files uploaded etc.
e) The system shall support uploading of scanned documents. There must be check(s) for
ensuring the upload of all the mandatory documents.
f) All functionality shall provide bi lingual support for English and Hindi languages. All screens
and templates should be in English by default.
g) It should have provision for warning and alert messages in case of validation failure,
incomplete data etc.
h) It should have facility to display confirmation/ warning windows for deletes, changes etc.
i) The system should provide consistent screen layouts and access methods across all
modules so that they look and behave the same.
j) The system should provide various reports/ MIS in graphical and tabular views along with
facility to drill down to navigate to the next levels of details and so on.
k) The user interface shall give flexibility to toggle between graphical and tabular views, and
tile different views in the same interface.
l) User specific/ customized dashboard should allow authorized user to take action on
pending activities in a secured manner in a system seamlessly integrated with other
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modules of the application. Submission of every activity in the system should suitably
update database on real-time basis.
4.6 Workflow Integration Approach
a) The ERP application shall support the creation of workflows which shall be implemented
using an automated workflow management system.
b) The ERP application should support creation of secondary workflows as well, which would
be fully integrated with the primary workflows.
c) The ERP application should be able to support/ configure complete workflow required for
successful coverage of various processes of GNIDA. It should allow designing of workflow
with the ability to define business rules, process flows, alerts and triggers without
programming.
d) ERP application should automatically raise alerts, messaging, notifications, emails etc.
across functional areas/ modules and concerned stakeholders based on the various
deadlines/ timelines assigned for particular task or if an attempt is made to amend the
entries already entered in the system.
e) Workflow management/ control must be an integrated part of the application. The ERP
application should allow authorized user to configure the workflow as per the guidelines
of the Authority for handling the processes successfully. The workflow management/
control should provide consistent method of defining business rules, process flows for all
GNIDA offices and concerned stakeholders.
f) Mandatory approval should be uploaded in the ERP application prior to making any
changes in the workflow. Audit trail of the modifications should be maintained in the
system.
g) ERP application should allow devising of simple or complex rules to suite the GNIDA
requirements and also the requirements specific to certain stakeholder(s). The rules
should be stored in a central repository and the same must be shared across all business
processes.
h) No programming/ coding should be required when configuring the workflow or change in
the workflow. If there is any change in the personnel or approving authorities, delegation
of power/ authority or a change in GNIDA policies, the workflow should be updated
without any programming and should be applied on live transactions.
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4.7 Integration
a) The system should be designed to ensure that current and new applications can be
seamlessly integrated (through an application integration solution using XML) within its
architecture with minimal impact and changes.
b) The system should be fully integrated across modules and functional areas.
c) Identify the data/ services which is to be exchanged between the ERP application, GNIDA
website and other internal/ external systems.
d) Identify integration touch points for ensuring seamless integration with these internal/
external systems and GNIDA website.
e) The system should support integration with the following (but not limited to) application/
systems:
i. Integration with GIS: GNIDA has a GIS application which is integral part of various
business process. SI shall co-ordinate with the Authority and GIS service provider
to identify integration requirements and ensure successful integration with ERP
application and web portal. GNIDA using Autodesk Infrastructure Map Guide
Version 2012.
ii. Integration with mobile application: GNIDA has recently developed a mobile
application for providing some of the key services to the business community and
citizen. SI shall assess the mobile application and identify key points for successful
integration of ERP application with mobile application.
iii. Payment gateway: The application and web portal would provide the online
payment services (for payment of bills, fee etc.) through integration with the
payment gateways. The application shall support card payments using all the
popular debit and credit cards, net banking, wallets, and other popular payment
methods.
iv. Digital certificate services: The application should have DSC enabled and should
automatically enable/ disable the Digital Signature Certificates (DSCs) of
employees depending on the current status of each employee namely, fresh
appointment/ transfer/ suspension/ leave/ training/ retirement etc. The system
should accordingly enable DSC only for an active employee.
v. SMS service: the application and web portal should be integrated with SMS
gateway for sending confirmations, status, alerts, reminders, notifications,
messages etc. via SMS.
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vi. E-Mail services: the application and web portal should provide the user to send
and receive formal communication, confirmation, status, alerts, messages,
reminders, notifications etc. via email
vii. E-Sign (Aadhaar based): the application should be integrated with e-sign platform
to enable users to sign document digitally.
viii. Aadhaar: application and web portal should also be integrated with the “Aadhaar‟
for based authentication of user.
ix. Document Management System: the ERP application should be integrated with
the DMS to access various legacy digitized content/ files for business continuity.
x. Content Management System: the web portal shall be integrated with content
management system in order to make it dynamic in nature and for version control
of the content of the web portal.
xi. Single window system: the ERP solution should be integrated with the upcoming
single window system of Government of Uttar Pradesh. The single window system
is being developed for facilitating the business community in setting up of their
businesses in Uttar Pradesh.
4.8 Import/ Export Facility
a) The system should support the upload and download of the MS Word files, MS Excel files,
Adobe Acrobat files, Image files etc. type into/ from the system.
b) Any other file-format as required by GNIDA in due course of time.
4.9 Data Migration
a) SI is expected to carryout independent exercise for assessment of data source, data
format, and data fields and number of records before data migration. SI should provide
data migration templates to GNIDA for data migration works.
b) SI should ensure proper validations, tracking and reporting and correction procedures for
migration of data from the existing database/ any other format shared by the GNIDA.
c) Ensuring correct migration of data shall be the responsibility of SI.
d) The system should be fully compatible for data exchange/ enable data migration with
existing system being used by GNIDA.
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4.10 Hosting Services
a) SI shall be responsible for hosting the ERP application at cloud platform on “Platform as a
Service” (PaaS) model. The cloud platform where the newly developed system will be
hosted shall have following capabilities
i. Scalability: The configuration of the cloud platform is expected to have adequate
upgrade capability in terms of processors, RAM, disk storage etc. which should be
achievable with minimum disruptions to running system/ processes and no
additional cost to the GNIDA.
ii. Reliability: the cloud platform should be reliable and there should not be any
outages. Cloud platform should always run in redundancy/standby mode so that
in case of any outage system should automatically switch to the standby servers.
The ensure reliability SI shall commission equipment manufactured by reputed
companies which have 24×7 prompt support to address any unforeseen
challenges.
iii. Security: The cloud platform should have highest level of security features against
both physical as well as cyber threats.
iv. Backup: Appropriate archiving system (i.e. SAN, tape library, optical backup
equipment or better alternative) to be installed at server sites. In the event of
serious failure, backed up data must be restored in quickest possible time to
ensure continuity of the services.
b) The SI shall formulate an effective back-up strategy and disaster recovery plan and shall
be responsible for implementing the same at the time of commissioning of ERP
application.
c) The specification of the servers shall be designed to ensure high availability of servers. All
the major servers should be configured in such a way that there is no single point of
failure.
d) The cloud service should provide dedicated IP, dedicated TLS certificate.
4.11 Online Training and Help Facility
a) The system should have comprehensive online help facility (user manuals, self-running
demos) wherein the users can obtain system specific technical/ functional help online.
b) The system should maintain a database of FAQ(s).
c) The system should also maintain a Feedback database.
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4.12 Installation/ Upgrade/ Enhancement
a) The system should facilitate seamless upgrades (deployment of patches/ new version)
without any adverse impact on the system and its components.
b) The SI should provide notification and patches for system enhancements and fixes to ERP
application after implementation on a proactive basis.
c) The system should have facility to maintain versions with changes/ modifications made in
each release.
4.13 Scalability
a) The system should be scalable to handle the peak load coming from different types of
users i.e. Internal and External Users, and should support high volume of data upload,
without compromising response time or efficiency of the system.
b) A load balancer should be deployed to optimize resource use, maximize throughput,
minimize response time, and avoid overload of any single resource.
a) Tentative users who would be using the ERP solution regularly are as following:
i. GNIDA Users: 500 (approximately) (please refer Annexure-I of this volume).
ii. Citizens/ Residents and Business Users: 1,50,000 (approximately) which may
increase to 5,00,000 during AMC period.
c) Scalability of the solution is to be achieved at least along the Dimensions described below:
i. Scalability in terms of the volumes of transactions handled: This translates to the
facility to enhance the hardware, software and network capacities to maintain the
performance levels always in tune with the SLA metrics.
The system should allow addition of more users as and when required, without
affecting the performance of overall application/ other functioning modules.
ii. Scalability in terms of addition of new services of an existing department: This
translates to seamless and effortless integration with the backend application such
that new citizen services can be added and deployed with relative ease.
iii. Scalability in terms of addition of new departments: This translates to seamless
integration with heterogeneous systems at the backend with relative ease of
deployment of the applications and services, maintaining the common look and
feel and functionality at the front-end.
The system should allow addition of more modules/ sub-modules without
affecting the performance of overall application/ other functioning modules.
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iv. Scalability in terms of addition of new channels of delivery: This translates to
designing the systems suitably to provide services through other delivery channels
like the mobile devices, PDAs, DTV and other devices.
4.14 Security
a) The system should provide well-designed identity management system, security of digital
assets, data, network security, backup and recovery/ disaster recovery system.
b) The system must have proper security and maintenance facility with access control
features for controlling the access rights over the system and over the various functions/
features available for different types of users.
c) Unauthorized access should be restricted and only authorized users with valid login-id and
password to should be allowed to access the legitimate features i.e. access to data file,
module, screen, data table, record, field, etc. If required, second level password may be
provided for accessing certain features/ screens/ transactions.
d) To maintain information security during transaction the developed system should support
both HTTP and HTTPS, all internal data communication shall be done through encrypted
mode using latest version of TLS (Transport Layer Security)/ SSL (Secure Socket Layer).
e) It is recommended that the SI should follow the eSAFE (eGovernance Security Assurance
Framework) Guidelines for Implementation of Security Controls issued by the Ministry of
Electronics and Information Technology (MeitY), Government of India.
f) Solution shall apply security measures like ‘captcha’ at the time of login by user to
determine whether the user is human or not, and to avoid unauthorized access by Other
Software i.e. Bots etc.
g) The system should have a capability to assign activities to roles, and map roles to users
and provide role based access to users.
h) The system should notify security/ system administrator regarding unauthorized access
or attempt to access and record in a log with reporting mechanism.
i) The system should have the feature of automatic log-off if there is no user activity for
specified time period.
j) The application should have sufficient validation checks at GUI/ presentation layer for
validating the data formats.
k) The application should provide safeguards to prevent damage to data from user errors,
simultaneous updates, module unavailability or system failures.
l) The system data must be kept on storage media with high tolerance of failure/ accident/
natural calamity.
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m) The ERP application must have integrated security/ monitoring features with the
following:
i. Definition of roles and users
ii. Define role-wise add/ edit/ view/ delete rights for each entry form/ report in all
modules
iii. Digital time and user stamping of each transaction
iv. Online monitoring of the user activities using user activity logs
n) Advanced authentication (including PKI) support: is recommended that the portal shall
support advanced cloud based authentication techniques, along with username/
password, such as PKI with X.509 certificates, OATH compliant OTP tokens.
o) Anti-Virus and Anti-Spam Services: Anti-Virus and Anti-Spam shall be deployed to keep
the servers and application secure from the attack of virus, spyware, Trojans and spam.
This will also act as a centralized system for updating the virus definitions on the systems
across offices of GNIDA.
p) Firewall with Intrusion Prevention System shall be configured and deployed to stop
intrusion and other threats coming from the network before it enters the ERP system.
q) There should be 3 levels of Security Considerations as described below:
a. Application Level Security:
i. User authentication
ii. User authorization i.e. role based access to services, transactions and data
iii. Digital Certificate to be used for signing the documents
iv. Secure storage of user credentials
v. Comprehensive logging & audit trail of sessions and transactions
b. Network/ Transport Level Security:
i. Network Link Encryption (IPSEC)
ii. Encrypted HTTP session using SSL (HTTPS)
c. Server Level Security:
i. Firewall to filter unauthorized sessions/traffic
ii. Intrusion Prevention System to detect/ prevent unauthorized activities/
sessions
iii. Server –to-server communication encryption
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iv. Secured/ encrypted storage of data/ data elements in Database & DB
Backups
4.15 System Control and Audit
a) The system should maintain audit trails, audit logs and transaction logs (what, when, who
has changed).
b) The application shall log all the actions done by individual users with user name, date and
time and the administrator shall be able to generate detailed audit logs and history of the
process instance.
c) It should enable availability of user wise online audit trails/ logs which should be archived
based on user, date, time etc. as part of audit records keeping.
d) All the edited and deleted (if any) records should be traceable and copy of all records
should be kept in the system and which should be available with MIS reporting of the
same.
4.16 Data Backup/ Data Archival/ Restore
a) In case of server failure, system should support auto-switching of failover to other
available/ backup server.
b) The system should be able to archive data, based on user specified parameters (i.e. date
range) and restore archival data for online use whenever required.
c) Backup and recovery of all the system software, application software, database, etc. as
per GoI policy (Guidelines for Government Departments for Adoption/ Procurement of
Cloud Services).
d) The system should provide features to schedule backup/ restore operations. The SI should
ensure that activity such as proper Data Backup, Data Restoration, and Data
Synchronization at Disaster Recovery site are tested and implemented properly as per the
standard norms.
e) The system should have the capability to run multiple backup tasks in parallel.
f) The system should produce a report for each backup/ restore activity.
g) The system should support direct backup of data from one machine to another/ from
server to back tapes/ CDs/ Storage Area Network etc.
h) The system should have provision to keep data on storage media with high tolerance of
failure.
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i) The system should allow recovery of data in case of hardware/ software failure and data
corruption. It should be able to perform recovery to a point of time, to known backup
database.
4.17 Database
a) Sensitive application data should be encrypted before saving it in the database and
decrypted before it is returned to the application.
b) The encryption and decryption process should be performed at the database layer to
ensure data security.
c) Subsequent backups of the database to the disks or tapes shall also have sensitive data in
encrypted. Should support native optional database level encryption on the table columns
or backups.
d) Database should be able to compress structured data and unstructured data such as
documents, images, and multimedia in OLTP mode, and query execution should be faster
on compressed data.
e) Database should support data mining techniques and allow seamless integration with a
data warehouse. The data mining techniques like classification, clustering, regression and
association rule learning should be supported by the database to support data mining
applications developed in the application layer.
f) Database should provide high availability and disaster recovery using cost effective option
of automatically synchronizing the transaction logs to disaster site, which in case of fail
over the other node provides the availability of all data.
g) Database should be an enterprise class database with at least EAL Security Certification
that ensures adequate assurance from positive security engineering.
h) The database should have an in-built diagnostic and tuning pack to help check the health
of the database.
i) The Database should support all leading Enterprise Management Systems featuring in the
Gartner Magic Quadrant Reports.
4.18 Enterprise Management System
a) In addition to the hardware and software requirements of this implementation, SI shall
also implement and maintain an Enterprise Management System (EMS). The EMS should
be able to support the proposed hardware and software components at DC and DRC over
the tenure of the contract. The EMS should be capable of providing early warning signals
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to the GNIDA on the solution performance issues, and future infrastructure capacity
augmentation.
b) SI is required to design, supply, install, train, customize, test, implement, rollout and
maintain the EMS application and hardware at the DC and DRC as per the requirements
of this RFP. Bidder is expected to provide and implement an EMS encompassing the
following functions:
i. Configuration Management
ii. Fault Management
iii. Incident, Problem and Change Management
iv. Asset Management
v. Remote Control
vi. SLA management & monitoring
vii. Performance management
viii. Monitoring Backup and Management
ix. Event Management
x. Server, storage and other infrastructure management
xi. Monitor network components of the LAN & WAN
xii. Network Link Monitoring
xiii. Other modules as required by SI to meet the requirements of the RFP
c) Also the EMS solution should be extended to any new device which will be added by in
future to fulfil the project requirements.
4.19 Operations
a) The ERP application should be able to generate user friendly MIS reports, Graphical
reports etc. in customized and standard form. The following types of reports, but not
limited to, are required to be generated from this sub module. The report should be
generated in standard formats like MS Word, MS Excel, Adobe Acrobat files etc.:
i. Fixed Format Reports: Application should have robust reporting capability, and
should be able to generate in multiple formats including MS Word, MS Excel,
Adobe Acrobat files etc. The output should be delivered through email or should
be printed.
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ii. Ad-hoc Reports: Application should provide ad hoc query & analysis capability so
that business users could create new analyses from scratch or modify existing
analyses.
iii. Tools and utilities should be provided to facilitate design layout using MS Word,
MS Excel, Adobe Acrobat etc.
b) The ERP application should provide dashboards to various users. The layout and content
of the dashboard would be based on the user role/ category/ type etc.
c) The ERP application shall periodically and automatically save the data entered by the user
into the system during a live session and shall make the data available to the user as
intermediate save even after expiry of the session. System should prompt the user
regarding availability of intermediate/ draft data, and ask for the permission to save or
discard this data.
d) The ERP application should display data according to user profile/ access rights.
e) The ERP application should provide functionality to users in generating reports on their
own without having knowledge about technical programming.
f) Any document or report should be previewed before printing.
g) The system should provide error logging facility. The system should have ability to redo/
rollback a transaction after recovery from software/ hardware failure to ensure data
integrity.
h) The system should restrict users from deleting data directly unless authorized to do so. In
case of authorized users also, only soft delete facility would be available.
i) The system should allow multiple users to access the same module simultaneously.
j) The ERP application should notify users automatically after report is generated.
k) The system should have a mechanism for resetting and emailing the new password to the
users registered email ID, in case one forgets his password
l) The system should provide facility to block or unblock any user access
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5.0 Schedule of Services
The SI under this project would be engaged on a turnkey basis for implementing the solution
and providing complete support in its functioning for the stipulated time-period. The system
would be implemented for all departments of GNIDA.
The successful implementation of this project requires the SI to provide quality and timely
services to GNIDA. All the activities performed by the SI during different phases of the project
shall be closely monitored by GNIDA. The SI is strongly advised to carefully read the Schedule
of Services and quote accordingly.
The broad schedule of services for the SI during the period of contract/ engagement would
include (but not limited to):
a) Perform a requirement study and prepare Business Blueprint document along with Design
Documents.
b) Implementation of ERP application (including development of bespoke functionalities/
modules/ sub-modules).
c) Design and development of web portal.
d) Data migration from existing (old) applications to the proposed (new) ERP application.
e) Application testing i.e. unit testing, integration testing, system testing and load testing.
f) User Acceptance Testing (UAT) of the system
g) Installation and commissioning of Cloud Platform
h) Commissioning of ERP application and web portal
i) Documentation
j) Go-Live of ERP application and web portal
k) Training and capacity building
l) Operations and maintenance of ERP application
5.1 Business Process Analysis
SI shall study the business processes to supplement the understanding gathered from the
high level business processes included in this RFP document. Therefore, SI’s objective should
be to develop comprehensive understanding of the existing business processes of GNIDA
before designing/ proposing the ERP solution.
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5.2 Requirement Study and Preparation of Business Blueprint & Design
SI shall also carryout detailed requirement study for preparing the Business Blueprint
Document along with Design Documents for implementation of ERP application and web
portal.
Preparing the Project Implementation Plan is also an essential part of the project, hence it is
expected from the SI to perform following task very meticulously before finalizing the project
implementation plan.
a) Although, an indicative FRS has been provided, the bidder is responsible to carry out an
independent system study at GNIDA headquarter and field offices, to thoroughly
understand the functional and operational processes of authority by:
i. Interacting with concerned officials and understanding the whole purpose
ii. Reviewing the existing systems, process, and existing application software
iii. Detailing various use cases scenarios
iv. Understanding/ assessment of data migration requirement and strategy
v. Understanding/ assessment of data inputs and outputs requirements by
collecting all input forms, registers and report formats of GNIDA
vi. Understanding/ assessment of existing applications from prospective of
integration with proposed application
b) Conducting a detailed assessment of the functional, technical and operational
requirements.
c) Identify the core application modules/ sub-modules proposed to be implemented/
developed and rolled out under this project.
d) The SI shall carry out the study of the existing IT systems for the exact requirement of
interfacing/ integration with the existing legacy application.
e) The SI shall conduct the preliminary study of the existing website and gather detailed
requirements through consultation with GNIDA officials.
f) SI shall also be required to assess hardware and networking requirement for GNIDA i.e.
Desktops/ Laptops for internal users, upgradation of existing network etc. for the
successful usage of ERP system without facing any bottleneck from hardware and network
capacity side. The SI shall submit the assessment report to GNIDA along with ERP
requirement study so that GNIDA could take required measures well within time.
g) Based on the above study, preparing the Business Blueprint Document clearly highlighting
the gaps and the best practices available in the proposed solution. The document will
indicate the additions/ modifications that need to be made to the business processes in
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view of the RFP implementation. The SI shall obtain the Sign-off on Business Blueprint
Document from GNIDA.
h) Based on the approved Business Blueprint Document, finalize the Design Documents,
based on the principles of Enterprise Architecture (EA).
i) Preparation and submission of Project Implementation Plan.
5.3 Implementation of ERP Application
a) Implementation of ERP Application: this includes design, customization, configuration,
deployment and commissioning of COTS module(s)/ sub-module(s)/ functionalities, and if
required, bespoke development of module(s)/ sub-module(s)/ functionalities to comply
with the business needs of the GNIDA. The implementation shall be based on the
approved Business Blueprint and Design.
b) The ERP application could be based on one of the following options:
i. Configuration/ Customisation of COTS product
ii. Combination of COSTS product + Bespoke development
c) The implementation shall be based on automated workflow management system. If
required, SI may use any workflow management software for building all the required
workflow features in the ERP application. All the applicable licenses (if any and as
applicable time-to-time), shall be provided by SI.
d) During the implementation and commissioning of the ERP application, circumstances may
arise when at Authority, most of the functions get computerized but some may still
remain manual. The SI shall state how the Authority would function in such a scenario and
how interfacing would be done between computerized system and manual processes, and
vice-versa.
e) Identify and Integrate with all internal and external systems and services as per the
requirement of the proposed system.
f) The bidders must submit the ERP solution details along with the technical bid as per the
details provided in section 1, 2 & 3 above and Annexure-XVIII of Volume-II (ERP Solution
Compliance Sheet) of this RFP.
g) Access to specific elements of the application. The audit trail should provide a facility to
trace the path of changes in the ERP application.
h) Configuring the specific system modules and third party applications.
i) The Bidder is required to recommend the Database and design the System in line with
specifications enlisted in this RFP.
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j) The SI will also be responsible for hosting the system on cloud platform on PaaS model as
explained in detail at clause 5.9 of this section.
k) Carryout testing of the ERP application including unit testing, integration testing, and
system testing etc. along with User Acceptance Testing.
l) Conducting various testing including Load Testing, Performance Testing etc. and making
necessary changes in the proposed application based on such test results.
m) All tools required for load testing and performance testing should be standard. In case any
third Party tools are required, the same are to be arranged by the SI for this project.
n) Any other work required to complete the proposed ERP application as per the
requirement of GNIDA.
o) The SI is required to provide detailed profile of the team proposed for implementation
phase in the technical bid. A format for submitting the profiles of the proposed team is
provided at Annexure-V of Volume-II.
5.4 Design and Develop Web Portal
a) SI shall prepare a design document which should specify look & feel / design and layout
of the web pages, various functionalities and features of the web portal, mechanism of
content management along with mechanism of version control of content.
b) Design and development of feature rich with dynamic content website with version
control feature along with all the approved functionalities, design/ look & feel etc.
5.5 Integration of ERP Application and Web Portal
a) The SI will be responsible for integration of ERP application and Web Portal (as applicable)
with the following:
i. GIS application of GNIDA i.e. Autodesk Infrastructure Map Guide Version 2012
ii. Mobile application of GNIDA
iii. Payment gateway
iv. Digital certificate services
v. SMS gateway
vi. E-mail gateway
vii. E-Sign platform (Aadhaar based)
viii. Aadhaar based verification services
ix. Document Management System (DMS)
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x. Content Management System (CMS)
xi. Single window system of Government of UP
and any other application which may require integration with ERP application to
cater the business needs of GNIDA.
b) SI shall be responsible for assisting the GNIDA in:
i. Identification and integration of e-Sign, Payment Gateway, Email Gateway, SMS
Service Provider(s) and any other service providers required to successfully cater
the business needs of GNIDA or identified by GNIDA.
ii. Signing of contract with the service provider(s)
iii. Resolving any issue/ problem arises in the project, pertaining to the services
provided by the service provider(s).
c) GNIDA will bear the setup and running/ operational cost of e-Sign, payment gateway and
SMS gateway services, digital certificates etc.
d) The ERP must facilitate above functionalities from the day one. The onetime cost i.e.
subscription/registration fee etc. and the recurring cost (if any) shall be borne by GNIDA.
5.6 Data Migration
a) The SI shall be responsible to carryout data collection, data preparation, data validation,
data cleansing/ correction, data entry and data migration for all kinds of master data and
transaction data required to successfully implement and operationalize the proposed
system.
b) Undertake data migration from the legacy systems and other electronic data presently
available with GNIDA.
c) The SI shall develop a migration strategy for migration of data from existing application
software and from other available sources to the database of proposed ERP application.
d) SI shall ensure correct migration of data.
5.7 Testing of ERP Application and Web Portal
a) Preparation and submission of detailed testing plan and strategy.
b) Prepare and share various use cases and scenarios.
c) Performing unit testing, integration testing, system testing and load testing.
d) Conducting testing of various components/ modules of the ERP application and Web
Portal, as per the latest version of the IEEE 730 standards. The bidder shall be required to
share the testing documents and standards with the designated software testing team,
wherever applicable/ required.
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e) Taking corrective steps based on the testing reports i.e. rectifying the software issues/
bugs reported during the testing.
f) The test results along with details/ report of action taken shall be submitted to GNIDA.
g) All the testing and related activities will be carried out by the SI at its own expense and at
no additional cost to GNIDA.
5.8 Acceptance Testing
a) Acceptance Testing and Certification intends to verify that the ERP application and all of
the components meets stated requirements, standards, specifications and performance.
The following are parameters against which acceptance testing would be conducted:
i. Functional requirements
ii. Technical requirements
iii. Infrastructure (hardware and software) compliance review
iv. Availability of the desired/ prescribed services at the defined locations
v. Quality review of migrated data and data generated by the ERP application
vi. Performance testing including load testing
vii. Security testing
viii. Manageability of ERP application
ix. SLA monitoring and reporting system
x. Project documentation and strategy/ plan for periodic updates
b) SI shall be required to submit following before notifying the department for Acceptance
Testing:
i. Preparation and submission of detailed User Acceptance Testing (UAT) plan.
ii. Prepare and share various UAT use cases, scenarios and results.
iii. Submit system test cases with results to GNIDA for review and verification at the
time of UAT.
c) SI shall notify GNIDA formally to begin the UAT of the proposed ERP application.
d) UAT shall be done jointly by GNIDA, SI and the consultants appointed by GNIDA (if any).
SI shall assist GNIDA in carrying out UAT of ERP application.
e) Rectifying the ERP application issues/ bugs reported during the testing upto the
satisfaction of GNIDA.
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f) GNIDA may reject any module/ system or any part thereof that fails to pass any test or do
not conform to the specifications/ GNIDA requirements. The SI shall rectify such rejected
item/ module or parts thereof or make alterations necessary to meet the specifications
and shall again perform the testing, all these activities shall be performed at no additional
cost to GNIDA.
g) GNIDA will provide full co-operation to the SI in conducting the testing. User acceptance
testing shall be carried out both on the development server.
h) Final approval/ user acceptance of the ERP application shall be given by GNIDA after
successful implementation and testing. This is the responsibility of the SI to obtain the
UAT approval from the GNIDA.
i) Third Party Audit (TPA)
i. Before accepting the application, a third party audit would be done by GNIDA, The
TPA would be selected separately by GNIDA or alternatively the SI may be asked to
give a list of auditors, of which GNIDA will approve one for the auditors. In either of
the case, the payment will be made directly by GNIDA to the TPA.
ii. The audit shall cover the following aspects of the project:
A. Vulnerability assessment of the critical servers and network devices
B. Penetration testing of the systems and networks (external and internal)
C. Security assessment of newly implemented ERP application
j) All the costs towards testing (except TPA cost) and commissioning to be borne by the SI.
k) GNIDA will bear the TPA cost only for the first time after deployment of application or
deployment of changes requested by GNIDA. In case there is a need to repeat TPA due to
malfunctioning of ERP application, security issue, deployment of upgradation, patch, bug
fixes etc. for any reason related with ERP system then entire cost of TPA, any number of
times as it may be required, shall be borne by SI.
5.9 Commissioning of ERP Application and Web Portal
a) Only after the successful completion of UAT and TPA report by GNIDA (including Security
Testing from the CERT-In empaneled agencies), the application software shall be deployed
on the production environment.
b) The SI shall be responsible for installation, integration, testing and commissioning of the
hosting environment on the cloud platform, along with all the allied equipment, software,
updates, patches etc. at the hosting environment as and when needed.
c) Only after successful deployment of ERP system on cloud platform, the ERP system would
be deemed to have been commissioned.
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5.9.1 Hosting Requirements:
i. SI shall be responsible for hosting the ERP application and web portal on the cloud
platform on Platform as a Service (PaaS) model.
ii. SI will be responsible for installation of all the software required for the successful
hosting of the ERP application.
iii. In case there is any requirement of application specific server at any point of time,
the supplier shall be required to provide the same also without any additional cost
to the GNIDA.
iv. Cloud platforms should provide sufficient capacity in terms of data processing,
data storage and network bandwidth to handle the overall load and traffic coming
to the ERP application without compromising the overall performance of the
system.
v. It will be the responsibility of SI to prepare the specification for cloud platform i.e.
CPUs, RAM, storage, required software, other equipment and the network
requirements for running the ERP application efficiently. Whatever infrastructure
is needed shall be clearly accounted in the bid document.
vi. Appropriate redundancies shall be built in the IT infrastructure as per standard
industry practices. The cost of cloud platform should also include cost of Disaster
Recovery (DR) site as well. The location for the DR site shall be finalized by SI after
discussing with GNIDA.
vii. The SI shall formulate an effective Back-up Strategy and Disaster Recovery Plan
and take sign-off from the GNIDA. SI shall be responsible for the implementation
of approved Back-up and Disaster Recovery plan.
viii. The SI shall also ensure that the hosting services should be portable to another
vendor without any changes to hosting environment.
ix. It is recommended that the SI shall either host the ERP solution on its own cloud
hosting platform or go for the MeitY empaneled CSPs. In no case, SI shall host the
application on cloud platform of any company which has a history of data loss and
security breaches.
5.10 Documentation
a) Preparation of the documents like but not limited to, Business Blueprint document,
Design documents, Project Implementation Plan, Change Management Plan, Training
Plan, Test Cases, Scenarios & Results, Software Code (for bespoke part in softcopy
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format), User Manuals, Training Manuals, Operations & Maintenance Manual,
Administrator Manual, Security Policy, Detailed List of Inventory Items and any other
necessary document as per the acceptable standards.
b) Updating all above mentioned documents time to time, especially whenever there is any
change in IT infrastructure and/or update in the ERP application. Submit all the updated
documents to GNIDA.
c) Obtaining sign-off for all the documents from GNIDA.
d) Provide OEM documentation with every unit of the equipment supplied. The language of
the documentation should be in English. The technical documentation should include
illustrated catalogues/ reference manuals/ technical manuals and operation manuals.
5.11 Go-live of ERP Application and Web Portal
a) After the successful commissioning of ERP application and web portal on production
server, the system would be declared as Go-Live and enter into maintenance phase.
b) The SI would also be issued a commissioning certificate by GNIDA.
c) SI shall share all the passwords/ access rights/ addresses of the application/ server/
database with GNIDA from the day of Go-live.
5.12 Training and Capacity Building
Training of staff is essential for ensuring that the implementation of ERP is actually put to use.
Hence, the SI shall also ensure proper training to the designated end-users on the ERP system
so as to make them well conversant with the functionalities, features and processes built in
the proposed system.
a) Training could have multiple sessions as per the need and requirement of the project/
application. Hence, the SI shall conduct Training Needs Analysis of all the concerned staff
and chalk out a systematic training plan. The training duration should be sufficiently long
for effecting meaningful assimilation of training content by an average user. There should
be sufficient number of trainers in every training session for conducting the training
program.
b) Training Plan: The selected bidder shall provide comprehensive and detailed training plan
describing the proposed approach & methodology, calendar/ timelines, course contents,
course duration, training materials, training tools, training logistics, etc.
c) The content of the training plan and schedule shall be prepared by the SI in consultation
with GNIDA at an appropriate time period. The SI shall submit the final document for
approval of GNIDA before initiating the training activity.
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d) The selected bidder shall arrange separate training sessions for different categories of
participants in batches (Approx. Batch size: 20 participants).
e) Retraining of the above staffs whenever significant changes are implemented in the ERP
application and/ or personnel.
f) Assessment of Training Effectiveness: Evaluate effectiveness of training programs and
workshops by obtaining formal feedback from each participant after completion of each
training program/ workshop. The SI will be responsible for re-conducting the training of
the whole batch in case the average score is less than 70% and the additional cost of such
re-training sessions shall be borne by the selected bidder himself.
g) The requisite training infrastructure like space, seats, projector with screen etc. shall be
provided by GNIDA in consultation with SI.
h) The training shall be organized by the SI wherein specialised logistics and supportive
facilities (if any), apart from the above mentioned facilities, should be arranged by the SI
only, and all associated cost shall be borne by the SI.
i) SI shall conduct training sessions at the location(s) prescribed by GNIDA and each training
session should be of 8 hrs which shall include minimum 6 hrs of training.
j) The SI shall provide training material like handouts, user manual (role base), the language
of training manual shall be in Hindi and English.
k) The training content and mode of delivery must be approved by GNIDA. Training material
should be provided in hard and soft copies both. The SI shall ensure that all the training
documentation in Hardcopy and Softcopy is in place (user training, operation procedures,
visual help-kit etc.).
l) The cost incurred on carrying out the training at GNIDA prescribed location(s) shall be
borne by the SI which includes trainer’s and other support team member’s fees/ salary
along with all incidental expenses like travelling, lodging-boarding, local conveyance etc.
m) GNIDA will bear its own expenses related to travel and lodging of its personnel.
n) SI should also provide online help corner for the users and upload user manuals, self-
running demo videos, save and maintain FAQs online so that users can obtain system
specific technical/ functional help online as and when required. The system should also
maintain module-wise online user Feedback database.
o) Department-wise indicative details of training requirements are provided at Annexure-I
of this volume of RFP.
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5.13 Warranty
a) The SI shall warrant that the infrastructure supplied to GNIDA for this Project shall have
no defects arising from design or workmanship or any act or omission of the SI. The
warranty shall remain valid for the Contract period on all the items supplied as per the
Contract.
b) Warranty and AMC/ ATS will start post Go-live.
c) The SI shall replace any parts/ components of the IT infrastructure supplied for the Project
if the components are defective.
d) The SI shall apply latest upgrades for all the hardware components after appropriate
testing during the entire warranty period. GNIDA will not pay any additional costs
separately for warranty, and the overall IT infrastructure cost quoted by the SI shall
include the same.
5.14 Annual Maintenance Contract (AMC)
a) The SI shall provide Annual Maintenance Support, post Go-live for the entire operations
& maintenance period of five (5) years which shall include maintenance and technical
support for the implemented ERP application.
b) The SI shall be responsible for overall administration, operations, monitoring and
maintenance of the deployed ERP system and supporting infrastructure at the cloud
platform and to ensure the desired uptime.
c) The SI shall make available and implement all upgrades including definitions/ patches/
updates/ service packs etc. proposed ERP application and related software/ tools during
the AMC period.
d) SI shall also be responsible for database administration, data back-up, data archiving, data
security and other technical assistance.
e) Carry out preventive maintenance services at least once in a quarter (3 months).
f) Corrective maintenance services to be carried out as and when required.
g) If any OEM software/ tool/ hardware is involved in the process, the SI shall arrange the
support from OEM also for the same period.
h) SI shall transfer the ownership of the ERP application and web portal along with the source
code i.e. code of all bespoke modules or sub-modules developed/ customized/
configured/ procured. All the licenses and support related documents should be in the
name of Greater Noida Industrial Development Authority.
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i) In the event any of the key resource leaving the project/ employment with SI, the same
shall be immediately be replaced with another resource of equivalent minimum
qualifications and experience. All such events should be notified prior to GNIDA well
within time.
j) At no time, the provided manpower should be on leave or absent from the duty without
prior permission from the designated nodal officer of GNIDA. In case of long term absence
due to sickness, leave etc. the SI shall ensure replacements and manning of all manpower
posts by without any additional liabilities to GNIDA. Substitute will have to be provided by
the SI against the staff proceeding on leave/ or remaining absent and should be of equal
or higher qualifications/ experience.
k) Post completion of the 5 years of AMC period, GNIDA in its own discretion, may extend
the maintenance contract for, one year at a time.
l) During AMC phase, SI shall be responsible for (including following, but not limited to):
5.14.1 Technical Support
i. During this phase, SI shall deploy 7 fulltime technical resources for providing
technical support for the entire contract period of 5 years at GNIDA.
ii. The SI is required to provide detailed profile of the team proposed for technical
support during AMC phase, in technical bid.
iii. The SI, if required, with prior permission from GNIDA, may also deploy additional
manpower for smooth functioning of the project and at no extra cost.
iv. Fixing bugs/ issues, functionality enhancements, patches to cater changes
(including tax, legal, statutory and policy requirements), modification or
enhancement to existing business processes, changes to configurations,
customizations.
v. Help Business Operation Support team in redressing technical issues, monitor the
performance of the system and keep the system up and running.
vi. GNIDA will arrange for necessary infrastructure like appropriate space with table
and chair, internet etc. for the technical support team. SI to provide computer/
laptop, mouse, printer, scanner etc. to the deployed resource at GNIDA, and also
install all the required software (development environment and related software)
to perform the day-to-day activities.
5.14.2 Helpdesk Support
i. The SI shall setup a helpdesk at GNIDA for entire contract period of five (5) years
post go-live of ERP application and Web Portal.
ii. During this phase SI shall deploy a team of 3 helpdesk support personnel at GNIDA.
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iii. In normal circumstances, helpdesk would be functional from 9:30AM to 6:30PM
from Monday to Saturday (except national holidays). But in special circumstances,
GNIDA may request for the availability of helpdesk team at any point of time, and
the SI shall ensure the availability of team as per the requirement of GNIDA.
iv. The helpdesk support team will be accessible to all the department officials and
Business Operation Support staff.
v. The helpdesk team shall be providing handholding support and if required, training
on the ERP system.
vi. The helpdesk shall also be understanding and resolving the internal user’s queries/
issues regarding use of ERP system. If it can’t be resolved then communicate it to
the helpdesk/ create a ticket.
vii. SI shall deploy a Helpdesk Management System (HMS) for GNIDA for management
of helpdesk calls and for SLA reporting and calculation purpose.
viii. The SI shall submit the HMS generated call log report to the designated nodal
officer on monthly basis and as and when required by the GNIDA.
ix. HMS shall allow users to create a ticket for any problem/ issue faced by them. If
required, helpdesk team member shall create a ticket on behalf of someone else,
and also close the ticket only by him/her after the resolution of the problem.
x. Communicate with technical team regarding the issue raise by the internal users /
Business Operation Support team, and also update Business Operation Support
team about the status of the open issues.
xi. Helpdesk staff shall escalate the problem to the Project Manager and backend
technical team and maintain the log/ status of the escalations.
xii. The GNIDA shall provide a telephone line/ intercom for the helpdesk for the
communication with internal users.
xiii. SI shall take feedback from the user regarding quality of resolution provided, time
taken in providing the resolution, performance and quality of HMS.
xiv. GNIDA will arrange for necessary infrastructure like appropriate space with table
and chair, internet etc. for the helpdesk support team. SI to provide computer/
laptop, mouse, printer, scanner etc. to the deployed resource, and also install all
the required software like HMS and other supporting software to perform the day-
to-day activities.
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5.14.3 Business Operation Support
i. The SI shall be responsible for deploying a Business Operation Support team of fifty
five (55) personnel on fulltime basis for the entire AMC period of five (5) years for
providing operational support to the GNIDA.
ii. The Business Operation Support staff should have a varied combination of
educational background like Engineers, Architects, Accountants/ Finance etc. to
cover diverse business needs of GNIDA.
iii. GNIDA will arrange for necessary infrastructure like appropriate space with table
and chair, internet etc. for the Business Operation Support team.
iv. SI to provide other requisite hardware like computer/ laptop, mouse, printer,
scanner etc. to the deployed resource at GNIDA, and also install all the required
software to perform the day-to-day activities.
v. Sitting space for Business Operation Support staff will be provided by GNIDA.
vi. The deployed team shall be responsible for following:
A. Provide operations support to the authority officials by performing prescribed/
assigned day-to-day activities with the help of ERP application.
B. Business Operation Support shall be completing the task within the prescribed
time-limit/ SLA.
C. Communicate issues/ problem to the helpdesk team/ create ticket, and track
status of the issue raise or communicate with helpdesk team to know the
status of the issue raise.
D. Escalate the issue, if left unresolved beyond a stipulated time period.
vii. In general, Business Operation Support team will be functioning as per the office
hours and working days of GNIDA. But, in special circumstances, GNIDA may
request for the availability of the team/ team members at any point of time, and
the SI shall ensure the availability of team as per the requirement of GNIDA.
viii. Department-wise distribution of support staff is provided at Annexure – I of this
volume of RFP.
5.14.4 Change Request
i. GNIDA may at any time, by a written order given to the SI, make changes within the
general scope of the agreement i.e. Designs, specifications, requirements which
software or service to be provided under the agreement, are to be specifically
developed and rendered for the GNIDA.
ii. The change request/ management procedure will follow the following steps:
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iii. Identification and documentation of the need for the change: The information
related to initiator, initiation date and details of change required and priority of the
change will be documented by GNIDA.
iv. Analysis and evaluation of the Change Request: Impact of the change in terms of
the estimated effort, changed schedule, cost and the items impacted will be
analyzed and documented by the SI.
v. Approval or disapproval of the change request: GNIDA will approve or disapprove
the change requested including the additional payments (as per the quoted man-
month rate), after discussion with SI on the impact of the change on schedule.
vi. Implementation of the change: The change will be implemented in accordance to
the agreed cost, effort, and schedule by the SI.
vii. Verification of the change: The change will be verified by the GNIDA on
implementation of the change request.
viii. All changes outside the scope of Schedule of Services agreed to herein which may
have likely financial implications in terms of the overall cost/ time of the project
shall be undertaken by SI only after securing the express consent of the GNIDA. In
the event that the consent of GNIDA is not received then the change will not be
carried out.
ix. While approving any change request, if required, GNIDA may ask the SI to deploy
the required resources on-site.
5.14.5 Monthly Reporting
The SI shall submit the monthly report to the GNIDA. Which shall include major activities
carried out by different deployed teams, attendance of the deployed team members,
detailed report generated from HMS and EMS along with SLA calculations etc. The detailed
format of the report shall be discussed and finalized by the SI in consultation with GNIDA
before entering the AMC phase.
5.15 Project Management
a) The SI shall deploy a full-time Project Management team for this project and a “Project
Manager” who would be the single-point of contact (SPOC) for GNIDA for monitoring day-
to-day progress on the Project.
b) SI shall also deploy a domain experts from ERP consulting for review of the solution being
implemented. These experts will be deployed for the entire duration of implementation
and will be responsible for ensuring the optimal design, development, configuration and
testing of these modules.
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c) The Project manager would be required to interact regularly with GNIDA to address issues
or provide updates regarding project progress. To facilitate this interaction, a Program
Management Unit PMU would be constituted by the GNIDA top management. The Project
Manager will interact with the PMU for any issue related with Project or cooperation for
the success of the project.
d) The SI is required to give access to GNIDA officials / PMU on the project management tool
which will be used by the SI for their internal project management purpose. This will help
GNIDA/ PMU to get real time actual updates/ status of the project implementation.
e) SI shall ensure timely delivery of all the deliverables related to proposed ERP application
and Web Portal.
f) SI shall supervise and ensure implementation and commissioning of ERP application as
per the BOM supplied with the technical bid.
g) The project manager/ project management team shall co-ordinate with various internal
as well as external stakeholders.
h) SI shall ensure that day-to-day issues related to the implementation of proposed ERP
application are handled and resolved immediately.
i) SI shall also monitor risk management related aspects and possible delays in project
implementation.
j) GNIDA will provide necessary infrastructure and support including sitting space for the
entire implementation period.
5.16 Project Monitoring and Reporting
a) The Bidder shall describe the proposed project monitoring and reporting methodology in
the technical bid of this RFP.
b) During implementation stage, SI shall submit a written project progress report every
fortnight to GNIDA for review of the progress made in the project. The frequency of report
submission can be modified mutually during critical phases of the Project.
c) SI shall report exceptions and issues that require immediate attention of GNIDA on a
regular basis.
d) The SI’s Project Management team will be responsible for updating the Program
Management Unit (PMU)/ Steering committee of GNIDA in progress review meetings to
be held at periodic intervals.
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5.17 Business Continuity Planning
The selected bidder shall prepare and implement the Business Continuity Plan for GNIDA. The
strategy should include details of infrastructure, location, operations, management and
policies based on Business Impact Analysis carried out in consultation with the GNIDA
officials.
5.18 Supply of Software/ Licenses
a) The SI shall supply all the software with adequate number of licenses, required for the
proposed ERP system.
b) All system software, licenses etc. have to be procured in the name of GNIDA.
c) The licenses should be perpetual. The software licenses shall not be restricted based on
location and GNIDA should have the flexibility to use the software licenses for other
requirements (if required).
d) The software provided should have the OEM support for a period of not less than 5 years
from the date of go live.
e) Tools, software for implementation, data migration, testing etc. shall be part of the
offered solution.
f) All support services including updates, upgrades and patches for all ERP modules shall be
provided by the SI till the end of the Warranty/ AMC period.
5.19 Authorization, Security and Access
a) The selected bidder shall assist GNIDA in formulating appropriate security/ authorization,
control policy to prevent unauthorized access to the ERP application components e.g.
programs, data, screens and outputs.
b) Selected bidder shall build adequate access rights and control mechanism into the
proposed ERP system.
5.20 Disaster Recovery and Back-up Policy
a) The selected bidder shall formulate an effective data back-up strategy and disaster
recovery plan and take sign-off from the GNIDA.
b) The SI shall be responsible for implementing the approved data back-up and disaster
recovery plan during the contract period.
c) The selected bidder shall revise/ update the backup policy keeping pace with the
technological advancement.
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d) The selected bidder shall test the effectiveness of the Back-up Strategy.
5.21 Knowledge Transfer
a) At the end of the contract period, the SI will be required to provide necessary handholding
and transition support for a period of six (6) months, to the GNIDA staff or any other
agency that is selected for maintaining the system, post contract with the SI. The
handholding support will include but not be limited to, conducting detailed walkthrough
and demonstrations for the IT Infrastructure, handing over all relevant documentation,
addressing the queries/ clarifications of the GNIDA/ new agency with respect to the
working/ performance levels of the infrastructure, conducting training sessions etc.
b) Knowledge Transfer is an integral part of the scope of work of the SI. This will have to be
done even in case the Contract with the Bidder ends or is terminated before the planned
timelines.
5.22 General Scope
a) The SI must provide comprehensive on-site warranty/ on-site maintenance duly backed-
up by authentic OEM support for the entire IT infrastructure supplied and installed under
the project and thereafter during maintenance phase for the entire period of contract as
per the agreed SLA.
b) Asset management services i.e. creation of a database of all the IT hardware and software
assets, record installation and removal of any asset and inform GNIDA even if it is
temporary, register all the licensed software with the respective OEMs and maintain the
registration details.
c) Configuration management services i.e. maintaining the record of all the hardware and
software configurations, to ensure that no unwarranted changes are carried out, version
management of the configurations, accessibility of the configurations only to the admin
and designated officials.
d) Vendor management services i.e. coordination with external vendors/ OEMs/ CSP/ BSP
etc., maintaining the database of all the vendors with their contact details.
e) Server management services i.e. administration, performance tuning, patch
management, usage statistics, access details, logs, security etc.
f) Backup and recovery of all the system software, application software, database, etc. as
per the Standard/ CSP policy.
g) SI should ensure that all the software, hardware, peripherals, accessories, sub-
components required for the functionality and completeness of the solution should also
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be provisioned according to the requirements of the solution. Also, any additional
components, sub-components, assemblies, sub-assemblies that would be required to
meet the desired performance requirements (as per SLA) will have to be provisioned by
the SI at no additional cost to GNIDA.
h) To ensure that the application design and implementation takes care of necessary security
aspects such as data safety, access controls, integrity, backup measures.
i) SI shall ensure that none of the quoted components and sub-components is declared end-
of-sale, end-of-life, and end-of-support by the respective OEM during the entire contract
period. If, the OEM declares any of the products/ solutions end-of-sale subsequently,
bidder should ensure that the same is supported by the respective OEM from its date of
deployment till the end of the contract period. SI shall submit MAF from the OEM clearly
mentioning that the product shall not be declared end-of-sale/life/support for the entire
contract period.
j) SI will be responsible for the generation and submission of necessary documentation
required during the entire project by GNIDA.
k) The SI will be responsible for maintaining the required performance levels as per the
agreed SLA failing which the penalty, as applicable and as define in the subsequent
sections of this RFP document, shall be imposed on the SI.
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6.0 Service Level Agreement
Service Level Agreement (SLA) define the quality and timeliness of service delivery during the
Operations and Maintenance (O&M) phase of a project. SLA helps the GNIDA sustain the
planned business outcomes from the solution deployed on a continued basis over a sustained
period of time.
6.1 Purpose of this Agreement
a) The purpose of this SLA is to clearly define the service level standards in terms of
availability, Performance quality and timelines to be provided by SI and further enforce
it on SI. SLA in this project shall be in effect for the entire contract period (5 years from
the day of Go-line and any extension thereof).
b) The SLA is designed to:
i. Define unambiguously the service level standards expected from the SI and also
ensure that the desired/ agreed level of services are rendered by the SI to GNIDA.
ii. Motivate SI to ensure the service standards are up to the mark.
iii. Draw the urgent attention of SI in case there is any issues in the service levels or
service level falls below the agreed/desired level.
iv. Provide a tool to GNIDA to control and ensure the service levels provided by SI.
v. Avoid imposing penalty on SI without valid reason.
6.2 Escalation Mechanism
The SLA provides the Levels of support to be provided by the SI along with other important
information like criticality of reported incident, incident escalations, responsible office(s) and
expected time to resolve the incident. The following characteristics are used to identify the
severity of an incident.
a) Business and financial exposure
b) Work outage
c) Number of end-users affected
d) Workaround
e) Acceptable resolution time
A given problem must be judged against each of the characteristics to make an overall
assessment of which severity level best describes the incident. The designated officer and SI’s
helpdesk staff may jointly determine the initial severity rating for the report.
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Table 7: Escalation Matrix
Escalation
Level
Escalation Criteria Responsible Officer
Level 1 Lower Performance 1) SI’s helpdesk executive/ SPOC for the ERP project
2) Manager of System Department, GNIDA
Level 2 Non-compliance 1) Project Manager of ERP project
2) Senior Executive of System Department, GNIDA
Level 3 Issues/ Non-compliances
are persisting time and
again
1) Project Director for ERP project
2) Administrative Head of System Department,
GNIDA
6.3 Service Levels
a. SI is expected to provide the following service levels. In case these service levels cannot
be achieved at service levels defined in the tables below, it shall invoke the related
penalties. Payments to the SI are linked to the compliance with the SLA metrics laid down
in the tables below.
b. The matrix specifies three levels of services namely, Baseline, Lower Performance and
Non-compliance.
c. Payment of 2% of (total project value) the equated quarterly payment is linked to the
compliance with the SLA metrics.
d. The points earned during each quarter will be added to compute the net score out of 100
(in percentage). This percentage will be applied to the quarterly payment to arrive at the
amount payable to the operator for that quarter.
e. The penalties will be calculated as explained in this section.
i. The SI will get 100% of the quarterly payment if the baseline performance metrics
are complied.
ii. In case of lower performance and/or non-compliance
A. The penalty amount will be calculated using following formula:
Penalty Amount = 𝐸𝑄𝐼 × (SLPM + SVM
100)
Where,
EQI = Equitable Quarterly Installment
SLPM = Sum of Lower Performance Marks
SVM = Sum of Non-compliance Marks
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B. The final payable quarterly amount would be calculated using following
formula:
𝐐𝐮𝐚𝐫𝐭𝐞𝐫𝐥𝐲 𝐏𝐚𝐲𝐚𝐛𝐥𝐞 𝐀𝐦𝐨𝐮𝐧𝐭 = 𝑬𝑸𝑰 − 𝑷𝒆𝒏𝒂𝒍𝒕𝒚 𝑨𝒎𝒐𝒖𝒏𝒕
iii. In case sum of lower performance and/or non-compliance marks exceeds 20
(twenty) marks in any quarter, GNIDA may treated it as breach of SLA and may
initiate the termination of contract as per the termination clause (section-14 of
volume-III) of this RFP.
Table 8: Service Level Standards and Performance Metrics
SLA No.
Description Measurement Methodology
Target Marks
Availability of ERP Application, Web Portal and Infrastructure
1 Availability of Services for users
Measured as availability of select set of end-to-end services that when executed, cover the underlying solution and infrastructure components (e.g. ERP application, web portal, cloud platform, content Management system etc.) The services shall be measured on 24×7×365.
Baseline: >=99% Lower Perf.: <99% and >= 98% Non-compliance: <98%
Baseline: 16 Lower Perf.: 5 marks will be debited quarterly from baseline marks Non-compliance: 10 marks will be debited quarterly from baseline marks
2 Recovery Time Objective (RTO)
Measured during the regular planned/ unplanned or Cloud Platform/ DR outage
Baseline: <= 4 hrs Lower Perf.: <=8 hrs and >4 hrs Non-compliance: Default of the Lower
Baseline: 10 Lower Perf.: 0.125 (1.25%) marks for each instance will be debited from baseline marks Non-compliance: 0.25 (2.5%) marks for each instance will be debited from baseline marks
Performance of ERP Application and Web Portal
3 Time to load login page or any other page of the portal that can be viewed by the users without logging into the
The time includes the cumulative time of sending the request from a dedicated GNIDA machine over internet to the cloud platform till the time the page fully loads on the machine.
Baseline: >=95% of the transactions take less than or equal to 3 seconds Lower Perf.: <95% and >=90% of the transactions take
Baseline: 10 Lower Perf.: 0.125 (1.25%) marks for each instance will be debited from baseline marks
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system (publicly accessible pages)
The pages will be defined by GNIDA based on the criticality and number of visits to the page.
less than or equal to 3 seconds Non-compliance: <90% of the transactions take less than or equal to 3 seconds
Non-compliance: 0.25 (2.5%) marks for each instance will be debited from baseline marks
4 Request-Response Time of various forms used by users through portal
The time is the elapsed time between the time requests (submission of Form including attachments) is submitted and the time response (acknowledgement) is received back. Irrespective of the transaction type, Payment Gateway and any third party/ external agency transaction times will be subtracted from the total elapsed time. Measurement will be on real time transactions. The response time will be measured within the cloud platform environment between the first entry and last exit point.
Baseline: >=95% of the transactions take less than or equal to 7 seconds Lower Perf.: <95% and >=90% of the transactions take less than or equal to 7 seconds Non-compliance: <90% of the transactions take less than or equal to 7 seconds
Baseline: 16 Lower Perf.: 0.2 (1.25%) marks for each instance will be debited from baseline marks Non-compliance: 0.4 (2.5%) marks for each instance will be debited from baseline marks
5 Request-Response Time for services accessed by the users (e.g., login and loading of dashboard (default page), Search, view applicant details, Establishment & Finance functions)
The time is the elapsed time between the time requests is submitted to the time the response is received at GNIDA. Irrespective of the transaction type, Payment Gateway and any third party/ external agency transaction times will be subtracted from the total elapsed time. Measurement will be on real time transactions. The response time will be measured at GNIDA machines.
Baseline: >=95% of the transactions take less than or equal to 4 seconds Lower Perf.: <95% and >=90% of the transactions should be less than or equal to 4 seconds Non-compliance: <90% of the transactions take less than or equal to 4 seconds
Baseline: 14 Lower Perf.: 0.175 (1.25%) marks for each instance will be debited from baseline marks Non-compliance: 0.35 (2.5%) marks for each instance will be debited from baseline marks
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6 Request-Response Time for workflow interaction/ workflow based transactions of the services accessed by users
The elapsed time between the time at which request is submitted and the time at which response is received at GNIDA. Irrespective of the transaction type any external agency transaction times will be subtracted from the total elapsed time. Measurement will be on real time transactions. The response time will be measured at GNIDA machines.
Baseline: >=95% of the transactions should be less than or equal to 4 seconds Lower Perf.: <95% and >=90% of the transactions should be less than or equal to 4 seconds Non-compliance: <90% of the transactions take less than or equal to 4 seconds
Baseline: 10 Lower Perf.: 0.125 (1.25%) marks for each instance will be debited from baseline marks Non-compliance: 0.25 (2.5%) marks for each instance will be debited from baseline marks
7 Request-Response Time for transaction with document retrieval and rendering services through portal for users
The time elapsed between the time at which request is submitted and the times at which first page of the document is retrieved and rendered at GNIDA machine. Measurement will be on real time transactions. The response time will be measured at GNIDA machines.
Baseline: >=95% of the transactions should be less than or equal to 10 seconds Lower Perf.: <95% and >=90% of the transactions should be less than or equal to 10 seconds Non-compliance: <90% of the transactions take less than or equal to 10 seconds
Baseline: 4 Lower Perf.: 0.05 (1.25%) marks for each instance will be debited from baseline marks Non-compliance: 0.1 (2.5%) marks for each instance will be debited from baseline marks
Performance of Support
8 Resolution of Tickets logged by GNIDA user (except Tickets for generation of custom/ ad-hoc reports)
Measurement of time taken in resolution, from ticket logging time at HMS till the resolution is provided. The tickets include turnaround time for repairs or replacements, infrastructure and also incident reporting of application malfunction Level 1: Operational Issues / show stopper
Baseline: a. >=95% of Level 1 tickets should be resolved within 4 working hours, remaining 5% within 8 working hours; b. >=95% of Level 2 tickets should be resolved within 1 working days, remaining 5% within 2 working days; and c. >=95% of Level 3 tickets should be
Baseline: 10 Lower Perf.: 0.125 (1.25%) marks for each instance will be debited from baseline marks Non-compliance: 0.25 (2.5%) marks for each instance will be debited from baseline marks
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Level 2: Workaround available Level 3: Modifications or bug fixes
resolved within 2 working days and remaining 5% within 4 working days; Lower Perf.: a. >=95% of Level 1 tickets should be resolved within 8 working hours, remaining 5% within 1 working day; b. >=95% of Level 2 tickets should be resolved within 2 working days, remaining 5% within 4 working days; and c. >=95% of Level 3 tickets should be resolved within 4 working days and remaining 5% within 6 working days; Non-compliance: Default of the Lower
Service Level for Change Request
9 Analysis, Evaluation and Implementation of Change Request
Measurement of time taken in analysing, evaluating and implementing the Change Request.
Baseline: Analysis and evaluation of Change Request from the date of receiving the request from GNIDA <= 7 days Change Requests should be completed within 15 days from the date of approval from GNIDA (or as accepted by GNIDA)* Lower Perf.: Analysis and evaluation of Change Request from the date of
Baseline: 10 Lower Perf.: 0.125 (1.25%) marks for each instance will be debited from baseline marks Non-compliance: 0.25 (2.5%) marks for each instance will be debited from baseline marks
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receiving the request from GNIDA <= 14 days and >7 days Delay by 7 days in completing the implementation of Change Requests from the approved timeline (within 15 days from date of approval from GNIDA or timeline as accepted by GNIDA)* Non-compliance: Default of the Lower *The commercial implications, if any, of the change request will be determined as per the Schedule of Services in the RFP.
Total Baseline Total: 100
6.4 SLA Supervision
a) Reporting Procedures: The SI shall prepare the SLA compliance reports of each quarter
in an agreed upon format by the 10th calendar day of subsequent quarter. The reports
will include details of each and every incident reported to SI i.e. date and time of
receiving call/ email, date and time of response/ acknowledgement email, date and
time of resolution provided for the reported problem, name of the module/
functionality which not working upto the mark. Total number of incident reported, total
number and % of compliance to the service levels, total number and % of non-
compliance to the service level etc. The reports along with all the documentary proofs
i.e. report from EMS about up & down time, response time etc., report from HMS with
details of all the incident reported through phone call/ emails, acknowledgement email/
communication, resolution email/ communication, user feedback (if any) etc. and will
be submitted to GNIDA in hardcopy as well as softcopy format. However actual
reporting mechanism, format and list of supporting documents will be discussed and
finalized by the SI with GNIDA before entering into AMC phase.
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b) Monitoring and Auditing: Nodal officer of the GNIDA or its authorized representative
(consultant appointed by GNIDA) will be responsible for monitoring the performance of
SI against the SLA parameters each quarter, or at any periodicity defined in the contract
document/ mutually decided by the both the parties. The review/ audit report prepared
based on the performance report, will form basis for any action relating to imposing
penalty or breach of contract. Any such review/ audit can be scheduled as and when
required. The results will be shared with the SI as soon as possible. GNIDA reserves the
right to ask SI to provide performance report anytime during the contract period and to
appoint a third-party auditor to validate the SLA.
6.5 SLA Change Control
a) The present SLA has been worked out on the basis of current business needs of GNIDA.
However, as the system evolves over the time, the GNIDA’s business needs also evolve
over the course of the contract period. In view of this requirement of changing the SLA
may also arise.
b) Any request for change in the service levels provided during the term of this agreement
shall be documented and negotiated in good faith by both parties. Either party can
request for a change. Changes will be documented as an addendum to SLA and
consequently the contract.
c) If in case there is any confusion or conflict between Final RFP document and the
Contract, the Contract and subsequent amendments, if any, shall prevail.
6.6 SLA Change Process
a) Both the parties may amend this SLA by mutual agreement in accordance.
b) Changes can be proposed by either party.
c) Normally the forum for negotiating SLA changes will be GNIDA’s review meetings.
6.7 Version Control
All negotiated SLA changes will require changing the version control number. As appropriate,
minor changes may be accumulated for periodic release (e.g. every quarter) or for release
when a critical threshold of change has occurred.
6.8 Issue Management Process
This process provides an appropriate management structure for the orderly consideration
and resolution of business and operational issues in the event that quick consensus is not
RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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reached between GNIDA and SI. It is expected that this pre-defined process will only be used
on an exception basis if issues are not resolved at lower management levels.
a) Either GNIDA or SI may raise an issue by documenting the business or technical
problem, which presents a reasonably objective summary of both points of view and
identifies specific points of disagreement with possible solutions.
b) GNIDA will determine which committee or executive level should logically be involved
in resolution.
c) A meeting or conference call may be conducted to resolve the issue in a timely manner.
The documented issues will be distributed to the participants at least 24 hours prior to
the discussion if the issue is not an emergency requiring immediate attention.
d) Management of GNIDA and SI will develop a temporary, if needed, and the permanent
solution for the problem at hand. The SI will then communicate the resolution to all
interested parties.
e) In the event a significant business issue is still unresolved, the arbitration procedures
described in the Contract will be used.
6.9 Issue Escalation Process
a) All issues would be raised to the project management team, which is completely
responsible for the day to day aspects of the implementation. The project management
team shall classify the issues based on their severity level and resolve them within
appropriate timelines.
b) If project management team is unable to resolve an issue, the issue would be escalated
to the top management with options/ risks detailed for decision. Top management will
make decisions based on the options/ risks presented by the IT team.
c) In case one or both the parties are unsatisfied with the decision of the top management
of GNIDA, the dispute will be resolved as specified in the volume-III of this RFP.
6.10 Risk and Cost Factor
In the event of termination of contract on the basis of non-performance by the SI as per SLA,
SI will be solely responsible for risk and cost factor thereon. In such an event, the performance
Bank Guarantee furnished by the SI will be encashed and will stand forfeited.
6.11 Breach of SLA
In case the SI does not meet the service levels mentioned above (clause 6.3) and sum of marks
of lower performance and/or non-compliance exceeds 20 (twenty) marks in the given
RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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quarter, GNIDA will treat it as a case of breach of Service Level Agreement and may go for
termination of contract as per the termination clause (section-14 of volume-III) of this RFP.
6.12 Exclusions
The SI will be exempted from any non-compliance/delays/slippages on SLA parameters arising
out of following reasons:
a) Delay in execution due to delay (in approval, review etc.) from GNIDA’s side. Any such
delays will be notified in written to the GNIDA
b) Force Majeure
c) The network links will be provided by a third party and the SI will monitor and report
any problems on behalf of third party. If SI notifies and GNIDA approves that the delay
or fault was due to the third party link services then such loss will not be considered for
tracking SI’s SLA parameters (Also reduced from total service time).
RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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7.0 Project Schedule
The project schedules for the design, development and implementation of GNIDA ERP
application are as follows:
S. No. Activities Time for
Completion4
1. Signing of Contract with successful bidder Date of Start (T)
2. Preparation and submission of Business Blueprint T + 10 Weeks
3. Solution Architecture and Design, including:
Logical & Functional Architecture of the ERP application
T + 12 weeks
4. Finalization of Data Migration methodology, Master Data
Structures and Templates
T + 14 Weeks
5. Commissioning of Cloud Platform and Disaster Recovery
Centre along with supporting software/ tools.
T + 24 Weeks
6. Acceptance testing of Cloud Platform and Disaster Recovery
Centre
T + 30 Weeks
7. Development or Customization of ERP Solution T + 32 Weeks
8. Data Migration T + 34 Weeks
9. System Testing T + 36 Weeks
10. User Acceptance Testing T + 38 Weeks
11. Training to key staffs T + 40 Weeks
12. Completion of Security Audit & System ready for “Go-Live” T + 42 Weeks
13. Go-Live Date T + 46 Weeks
14. Warranty and Annual Maintenance Support 5 years from
Date of Go-Live
4 Timeline changes amongst activities can be discussed with the successful bidder within the project completion period of 46 weeks.
RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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Annexure-I: Department-wise User Details and Business Operation Support Staff & Training Requirement Sheet
# Department Total Users
No. of Users (Contractual)
No of Users
(Regular)*
Modules Support Staff
needed
Training Sessions
1. Common 88 49 (drivers, 2 ACEO Camp, IGRS, CEO Camp, Chairman Camp, OSD Camp, 1 Board meeting)
39 (21 drivers, 5 ACEO Camp, 1 IGRS, 4 CEO Camp, 3 Chairman Camp, 4 OSD Camp)
Grievance Redressal 18 (including 7 technical staff, 3 helpdesk staff and 8 facilitation centre staff)
5
Tender management
Contract management
Policy formulation
Meetings & Room booking
Vendor Management
Customer helpdesk (including Visitor Management)
2. Planning 52 27 25 Annual & Quarterly Action Plans
5 5
Master Plan
Sector Layout Planning
Registration of Architects
Building Plan Approval
Issuance of Occupancy Certificate
Land acquisition
Special Project Development & Management
Building design and landscaping
3. Land 23 16 7 Land acquisition 2 3
4. Project 78 22 56 Project Development & Management
4 3
Topographical survey and verification of land
5. All Property verticals (including IT, commercial, 6% abadi etc.)
99 33 66 (38, 9, 3, 8, 5, 2, 2)
Land allotment scheme formulation and processing
6 6
6. Urban Services
4 Same as project
4 Water and sewer connections
4 3
Housekeeping/ Maintenance
RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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7. Health 17 15 2 Solid Waste Management
2 2
Maintenance of population statistics
8. Horticulture 12 3 9 Horticultural layout plans
2 2
Horticulture Project Development & Management
9. Finance 31 9 22 Processing, disbursement and record maintenance of payments, i.e. to external stakeholders
2 3
Payroll Processing (monthly)
Quarterly/Annual accounting (Processing of P&L, Balance Sheet, Certified Financial Statements, Fund Flow statement, MIS reports etc.)
Annual Budget
10. HR 12 4 8 Personnel functions 2 2
Cadre development
11. System 14 11 3 Software development
2 2
Issuance of hardware
Maintenance, upgradation and replacement of hardware & software
Creating and managing data back-up
Renewal of network licenses (firewall, mail security, anti-spam, anti-virus, proxy, backup software)
12. Assets 10 5 - Purchase of consumables and fixed assets
2 2
Record maintenance w.r.t. store and fixed assets
13. Law 16 8 8 Legal case management
2
2
14. RTI Cell 4 2 2 RTI application management
2
15. Marketing - - 9 (CR Cell) - 2 2
Total 464 204 260 55 44
RFP for Selection of System Integrator for the Design, Development, Implementation and Maintenance of ERP Solution for GNIDA (Volume-I)
RFP Reference No: Plng/2018/IF-152/202 Dated: 22/01/2018
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