RFP FOR ESEVA PART I
June 23, 2007
Request For Proposal For Building, Owning, Maintaining and Operating
eSeva Project
under BOOT Model Part I (Functional & Technical Specifications)
June 2007
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Proprietary & Confidential
No part of this document can be reproduced in any form or by any means, disclosed or distributed to any person without the prior consent of EDS,
except to the extent required for submitting bid and no more.
The information contained in this document is only disclosed for the purposes of enabling you to submit a proposal to EDS in accordance with the
requirements of this document and no more.
This
document
contains
proprietary
information furnished for evaluation
purposes only; except with the written permission of EDS, such information may not be published, disclosed, or used for any other purpose. You acknowledge and agree that this document and all portions thereof, including, but not limited to, any copyright, trade secret and other intellectual property rights relating thereto, are and at all times shall remain the sole property of EDS and that title and full ownership rights in the information contained herein and all
portions thereof are reserved to and at all times shall remain with EDS. You agree to take utmost care in protecting the proprietary and confidential nature of the information contained herein.
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Table of Contents
1. ESEVA PROJECT............................................................................................................ 4 2. SERVICE FOCUS OF eSeva PROJECT ......................................................................... 7 3. ROLES and RESPONSIBILITIES ................................................................................... 8 4. FUNCTIONAL REQUIREMENTS OF ESEVA SYSTEM .......................................... 15 5. TECHNICAL REQUIREMENTS OF ESEVA SYSTEM ............................................. 24 6. OPERATIONAL REQUIREMENTS ............................................................................ 25 7. ROLES OF SERVICE PROVIDER, EDS AND DEPARTMENT ................................ 32 8. REVENUE SHARING BETWEEN SERVICE PROVIDER AND EDS ...................... 33 9. ACCEPTANCE TESTING & CERTIFICATION ......................................................... 34 10. ANNEXURES ............................................................................................................. 35 List of Departments Presently Participating in ESEVA Project ..................................... 36 List of Services (G2C and B2C) presently being provided by eSeva ............................. 37 Present Data Centre Architecture and Bill of Material ................................................... 44 Present Architecture of eSeva Service Centre and Bill of Material ............................... 45 Service Delivery and Grievance Handling Process ........................................................ 46 Draft MEMORANDUM OF UNDERSTANDING (MoU) ........................................... 48 CORE COMPONENTS OF ESEVA SOLUTION ARCHITECTURE ......................... 53 Citizens Charter for eSeva .............................................................................................. 54 List of eSeva Centers ...................................................................................................... 55
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R E Q U E S T F O R P R O P O S A LV O L U M - I
1. ESEVA PROJECT
1.1 eSeva Project: The Government of AP (GOAP) as part of its vision to provide Good Governance to its citizens, initiated steps to harness the potential of IT to provide integrated services to the citizens by deploying the tools of Information and Communication Technology (ICT) so as to enhance Quality, Transparency, Convenience, Certainty and Accountability in providing such services through the concept of a 'One-Stop-Shop' facility. One such initiative was eSeva which was implemented in the year 2001 in Twin Cities of Hyderabad and Secunderabad on BOOT Model. The list of services presently being delivered through eSeva is at Annexure 1. List of Departments presently participating in eSeva in Twin Cities is at Annexure 2. Later in 2003, same concept was implemented successfully in all the Municipal towns of AP. The contract of eSeva for Twin Cities which was on BOOT model has come to an end. Now, Commissioner, EDS through this RFP calls for proposal from qualified Service providers on Build, Own, Operate and Transfer (BOOT) Model to Build, Own, Operate and Maintain eSeva project in Twin Cities and Ranga Reddy District for a period of 5 years. Time schedule of various tender related events Bid calling date Pre-bid conference date/time Last date/time for clarification Bid closing date/time Bid opening date/time (First Cover) Bid Document Fee EDS Contact person Reference No. 23-06-2007 02-07-2007, 11.00 AM 03-07-2007, 05.00 PM 23-07-2007, 03.00 PM 23-07-2007, 03.30 PM : Rs.10,000/Sri B Das, DD, eSeva Project Email: bdas@ap.gov.in EDS/eSeva/RFP/01/2007
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If your firm is interested in participation, please ask the contact person for details or visit our web site at http://www.esevaonline.com. A complete set of Bid document is placed at Website for information. However, for submitting Bid, you need to obtain Copy of Bid document from the office of EDS by paying Bid Document fee through DD in favour of Commissioner, EDS payable at Hyderabad or in cash as indicated above . Bid can also be made available through post/courier for which Rs.500/- is to be paid extra for courier and handling charges. Bid will be accepted only from those bidders who have paid Bid document fee and officially obtained copy of Bid document from EDS. Bid document is not transferable. Submission of Bid: Completed bid document must be delivered by the Bid closing Date and Time as indicated above to the address given below: To, Commissioner, EDS Road No. 7, Banjara Hills. Hyderabad. AP. Utilization of existing assets of eSeva: As per previous contract, all the assets created by existing service provider of eSeva stands transferred to EDS at the end of the contract. These assets on ‘as is where is’ condition will be available for use free of charge to new service provider during the entire contract period.
Similarly Service provider can also use existing eSeva application software and other soft wares free of charge during the contract period.
1.2 Objectives of ESEVA Project The following is the set of Broad Objectives proposed for ESEVA Project: a. To provide G2C services in a convenient and efficient manner through existing 49 ESEVA Service Centers and new centres added from time to time spread over in Twin Cities and RR District. b. To provide B2C services as pre agreed by EDS, in a convenient and efficient Page 5 of 57
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manner through existing 49 ESEVA Service Centers and new centres added from time to time spread over in Twin Cities and RR District c. To enhance the accountability, transparency and responsiveness to citizen's needs. d. To provide cost-effective methods of service provision to the departments and agencies e. f. To provide efficient and real-time MIS reports to the departments. To ensure quality and certainty of providing the services through enforcement of a Quality parameters. g. To enable the government departments and agencies to focus on their core functions and responsibilities by freeing them from the routine operations like collection of revenues and accounting, issuing of
certificates etc, and thereby enhance the overall productivity of the administrative machinery. h. ESEVA Project will be evaluated periodically through independent agencies to ascertain whether these objectives are being achieved, adopting an appropriate structured methodology. 1.3 Expected Outcomes of the ESEVA Project
Given that considerable public and private resources will go into the establishment of the ESEVA project, it is essential to lay down a set of expected outcomes that would be witnessed and experienced in the Project. These outcomes in broad terms are: a. The citizens should get all the services of government that are made available electronically to eSeva, during extended periods on Government without any
working days and on certain specified periods on holidays but
relation to the jurisdiction of a particular office of a particular department or agency. b. The quality of service should be in accordance to the best practices in the industry for Citizen Service . c. It should be possible to strictly enforce eSeva Citizen's Charters in respect of quality, efficiency and responsiveness in the provision of services. The
eSeva Citizen Charter is at Annexure 8.
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2. SERVICE FOCUS OF eSeva PROJECT
2.1 Service Focus of ESEVA project
ESEVA is to be Operated and maintained a very high degree of focus on quality of service delivery. The payments to the Service provider for the services delivered to the citizens will be directly linked to quality of service delivered.
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3. ROLES and RESPONSIBILITIES
The following are the roles and responsibilities of GOAP, the selected Service Provider, Participating Departments and the EDS.
3.1
Responsibilities of GOAP
As owner of the Project, the role of GOAP in the successful implementation of ESEVA includes discharging the following responsibilities: a. Ensuring that all the participating departments take active part, to the extent possible, in the ESEVA project on non exclusive basis ; b. Selection and identification of new locations for the establishment and operations of the new ESEVA service centers. Typically, GOAP or departments will provide built up bare space for use free of charge along with counter furniture and chairs for visiting citizens. c. Issuance of Government Orders, wherever required, on policy issues like I. Providing services through electronic service centers. II. Acceptance of payments through the service centers and their accounting. III. Contacting GoI and other Agencies to secure the permission for them to join the ESEVA Project. IV. Effecting a tie-up with a Bank or financial institution to handle all the cash transactions d. Creation of a mechanism for resolution of disputes that may arise between ESEVA and the Service Provider.
3.2
Responsibilities of Service Provider
ESEVA Project is proposed to be implemented in a Public Private Partnership (PPP) Model built on BOOT model. The business model is based on a transaction-based service charge payable to the service provider that will be
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payable by the EDS to Service Provider on a monthly basis. The following are roles and responsibilities of the Service Provider for the ESEVA Project:
a. Maintenance of Softwares: Maintaining, Changing, Developing new modules and enhancing Application Software to meet the demand of current services and new services being added from time to time. Maintenance and upgrading of other softwares like OS, Database, Antivirus Security software etc from time to time to meet the requirements of security and quality of service. b. Maintenance of Hardware: Maintenance of all components of IT
hardware to meet the requirements of quality of service. c. Procurement of new hardware or replacement of existing hardware from time to time to meet the demand of newer services added from time to time or existing services to meet the quality of service or to set up new eSeva Centres from time to time. d. Providing required hardware and connectivity of adequate bandwidth from eSeva data centre up to Department server/LAN through most economical and suitable technology. This could be through Leased
Line, Wi Max, OFC, VSAT or any other suitable technology along with back up connectivity of most suitable and economical technology. In case most economical and suitable technology is found to be Leased Line, for such leased lines, the bandwidth charges will be paid by EDS. Further Leased Line service provider in such cases will be selected by EDS. Charges for other modes of connectivity like Wi Max, ISDN, VSAT etc including hardware cost will be the responsibility of the service provider. e. Protecting IT infrastructure and Data from Virus attack, Unauthorized access/modification/deletion of data. Service provider shall be
responsible for any loss or damaged suffered by EDS, Departments or Citizens due to such causes. f. Service provider shall be responsible for payment of all running expanses like but not limited to Electricity, Water, Sewage, Manpower, Courier, Postage, Telephone and Fax Communication, Consumables and Stationery etc except Bandwidth charges for Leased lines which will Page 9 of 57
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g. Provision of all types of stationery required for printing of Receipts, Certificates, Accounts/Accounts Books and all MIS reports. h. Provision for Shift Manager Cum Accountant at each Centre for supervising centre and handling of accounts/cash and safe transfer of Financial Instruments and cash to designated bank by every day evening. i. Providing trained counter operators to ESEVA counters and peak hour requirements. Service Provider will be responsible for providing required manpower for counter operation including training, supervision and control over Counter operators. The Service Provider would be responsible for making all payments including all the statutory payment on account of manpower. j. Operation and Maintenance of Data center at Central Location of eSeva ( Presently Khairatabad eSeva Centre) for hosting the ESEVA applications. Data Centre must be up graded from time to time to meet the transaction load of eSeva. k. Service Provider shall establish Disaster Recovery Site initially at Secretariat Hyderabad with in 6 months of signing of contract and upgrade it from time to time to meet the transaction load of eSeva. Later as soon as State Data Centre is established, DRS must be shifted to State Data Centre. l. Service Provider shall carry out painting of all eSeva Centres and Data Centre with in 3 months of signing of contract and repaint when ever required to maintain good look and feel m. Maintenance of eSeva Sign Boards in good condition to present nice look and feel. n. Maintenance of Furniture in good condition during the contract period. o. Maintenance of Electrical Fittings, Tube Lights, Bulbs, Fans etc during entire contract period. p. Maintenance of Portal for providing eSeva services and information services through Internet. Service provider must upgrade portal hardware, software and internet bandwidth from time to time to meet the expectations of Citizens. Page 10 of 57
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q. The Service Provider has to conform to ISO 17799 compliance at the Data centre, DRS and eSeva centres within 12 months of signing of contract. The responsibility of contracting certifying auditors and compensation to them for regular audit will be the responsibility of
Service provider. Security audit shall be done every 12 months. Auditor selection shall be got approved from EDS. r. Collection of money in the form of cash, cheques, DD, Debit Cards and credit cards from the citizens at the ESEVA Service Centers,
accounting for the same and remitting it to the designated bank daily strictly in accordance with the procedure laid down from time to time. s. The Service provider will be solely responsible for making good, any loss on account of misappropriation, damage, accident, fire accident, loss, theft, temporary misappropriation, fake currency notes/instruments or short collection or remittance by the operators or any other members of staff deployed by the Service Provider. t. Provision of Watch and Ward staff to safe guard the assets of eSeva at each of the eSeva Centre and Data Centre. Adequate insurance cover for staff, Cash, Financial Instruments and material to be provided by Service Provider during entire period of BOOT. u. Provision of staff for house keeping. Cleaning of eSeva premises should be done on continuous basis during the entire shift period. v. Provision for safe drinking water for customers. w. Provision for Help Desk for customers and for issue of Tokens. x. Providing required soft copy of MIS reports and reconciliation statements on daily basis to EDS and Department concerned. In case of discrepancy, Service provider shall provide Signed Printed copy of MIS reports y. Daily Reconciliation of payments made through Credit Cards with Payment gateway reports and appropriate action in case of discrepancy to safe guard the receipt of funds. The Service provider will be solely responsible for making good, any loss on account of short remittance by Payment Gateway. z. Effecting overall coordination with all the participating
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agencies/Departments to achieve successful delivery of services. aa. Popularizing ESEVA Project through a media plan for attracting the attention of citizens. bb. Popularizing and creating awareness among citizens to switch to Internet based services cc. Identification and implementation of newer B2C and G2C Services as approved by EDS. dd. Any other works entrusted by the GOAP/ EDS that are related to the scope of the ESEVA Project.
3.3 Responsibilities of participating Departments/Agencies
a.
Participating departments/Agencies shall take proactive steps to computerize, to the extent possible, their respective department services by developing suitable applications and maintaining the databases on a real-time basis.
b.
Departments intending to participate in the ESEVA Project should enter into a MOU with the EDS, to ensure that all the parties to MOU discharge their responsibilities in an accountable manner, particularly in relation to the maintenance of databases, backend applications and security systems to support the requirements of the front-end
delivery systems to be set up under the ESEVA project. c. Participating Departments or agency shall also undertake the maintenance of intermediate servers if any. Service provider shall be responsible to maintain connectivity up to Router level only. After Router, responsibility to maintain hardware will be of the Department/ Agency concerned. d. The departments shall ensure that its servers are up and running during the period when the counters are scheduled to operate or as per the timing agreed between participating department and the Service Provider and EDS. e. The Participating departments will co-ordinate with the selected Service Page 12 of 57
RFP FOR ESEVA PART I Provider for the development of
June 23, 2007 ESEVA application software for
provision of services to the citizens through the ESEVA systems, including the following: I. Providing the business logic along with the necessary data structures to the Service Provider, in relation to the G2C services II. Providing required access to the Database(s) of the department. III. Explaining the functional requirement of the MIS expected from the ESEVA Project. IV. Specifying the mode of connectivity to the departmental server(s) where their database(s) is stored. V. Sizing and scaling up the department's servers and/or tuning their application software to i. Meet the demand of the ESEVA service counters to comply with the quality standards ii. Ensure that the central server infrastructure of the
department is made accessible for integration with the ESEVA system, and that these servers are capable of supporting the transaction volumes that arise in ESEVA
Service Centers, including the capacity to handle the peak hour traffic on a peak day. VI. The participating departments and agencies will take all such security measures including setting up firewalls, IDS and procedures as are required as per IT Security policy of GOAP to prevent unauthorized access to their databases and systems.
3.4. Responsibilities of EDS. The Commissioner, EDS will be in over all in charge of eSeva project. It will be the duty of EDS to secure permissions required for providing the ESEVA system with access to the databases of the associated departments as needed, in consultation with the departments. Major responsibilities of the EDS include.
a. Ensuring a close coordination with all the participating departments. b. Releasing the timely payments towards the service charges to Service Provider Page 13 of 57
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c. Ensuring provision of quality service by eSeva to Citizens. In case of default, levying penalties on the Service Provider for default d. Review of MIS reports and functioning of eSeva project for taking
corrective steps to meet the objectives of the project e. Collecting the service charges from the participating departments f. Identification of New Services along with Service Provider to be introduced in the ESEVA project. g. Co-ordination with govt. departments in securing fast track clearances for connectivity between the data center of ESEVA and backend department on the one hand and the data center and the Service centers of ESEVA on the other hand. h. Over all supervision of eSeva functioning. i. Ensuring that the Service Provider is responsive to the needs of the citizens and putting in place appropriate grievance lodging and redressal mechanisms for this purpose; j. Ensuring that the departments participating in ESEVA comply with their responsibilities k. Fixing of upper limit for courier charges.
3.5 Other Roles & Responsibilities:
Roles and responsibilities not specifically defined herein or those that arise in future shall be decided and discharged on mutual agreement among the parties.
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4. FUNCTIONAL REQUIREMENTS OF ESEVA SYSTEM
ESEVA Project is proposed to be implemented on a BOOT Model. The basic responsibility of providing the services in compliance with the Quality Parameters, by designing appropriate solution architecture, rests with the Service Provider selected in accordance with this RFP. In keeping with this model, only the Broad functional and technical requirements will be specified in the RFP. The Broad Functional requirements of the ESEVA system are:
4.1 Functional Architecture of ESEVA
The Figure 1 provides the existing functional architecture of ESEVA Project.
eSeva NETWORK
............
Leased Line
S1 Sn Departmental Servers
3rd Tier
( Govt.. Depart
ISDN
Firewall INTERNET
ISDN LAN-1
C e n t r a l S i t e
Router Pool
Leased Line
2nd Tier
LAN 3 NMS LAN 2
Web Apln Servers Web Server DB Servers
Leased Line
DOT Exchange
ISDN ISDN
Leased Line
1st Tier
( ICSC Locations )
ICSC location-1 Router Counter Terminals With Printers
ICSC location- 18 Router Counter Terminals With Printers
Card printer
….
Kiosk
….
Kiosk
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Functional Architecture Details
a. ESEVA Service Centers should provide ALL the services at any of the counters at ANY of the centers; Any Service Any Centre Any Counter approach. b. Citizens should be able to access maximum number of services possible over the Internet and also through mobile phone; (Not shown in the Figure 1 above.) c. The ESEVA Data Center should be the hub of the applications and transactions; it should be possible to install any new application or enhanced version of an existing application on the application server at the Data center and make it available to all the Service Centers instantaneously; d. The design must be scalable so that the other service providers (like RAJiv, AP Online, RSDP, CSC) may also use Data Centre infrastructure on cost sharing basis e. The databases should be maintained and updated in the servers at the respective backend departments. However, the basic data relating to the transactions effected at ESEVA service centres and through ESEVA portal would also be maintained at ESEVA Data Centres. f. The functional architecture should permit transactions of ALL types to be undertaken at the front-end, like bill payments, filing of applications and returns, issue of certificates, conducting transactions involving digital
signatures etc. g. Departments & agencies participating in ESEVA should be free from designing MIS Reports and they should be able to use eSeva systems for their accounting, reporting and MIS requirements. h. The system architecture should be scalable, secure and reliable.
4.2 ESEVA Service Centers
ESEVA Service Centers form the predominant front-end for the citizens accessing G2C and B2C services. Hence the ESEVA Service Center should be run in the most citizen-centric manner. The EDS will be responsible for preparing the bare site with basic electrical wiring for Lights and Fans, furniture for counters (for Counter operators and counter Computers only), and seating arrangements for citizens. The Page 16 of 57
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Service Provider selected is responsible for the rest of the requirements of the service centers including to setup of the network connections and electrical wiring, Tube Lights, Bulbs and Fans. Subject to the above understanding, the requirements of the ESEVA service centers are described below: a. Service provider shall put in place IT hardware for required number of counters along with server, UPS ( At least 2 hours back up) and Generator ( Generator should support full load of the centre ) to meet the service delivery load and meet the service delivery quality parameters. The selected Service Provider should dynamically adjust the number of counters operated at any point of time so as to comply with the Quality parameters. b. Each center should have the following amenities I. Adequate number of powder-coated chairs for citizens to wait for their turn; (These will be provided by EDS) II. Electronic Queue Management System, that supports the following functional requirements : a. Capacity to handle 300 transactions per hour. b. Issue of Tokens to citizens in less than 5 seconds with stamping of Number, time and date of issue c. Integration of Token Issue System with eSeva application for
stamping various activities like issue of Token, Time of Call for token, Completion of transaction so as to measure quality parameters at each citizen transaction level d. Integration with all the counters so as to display the token numbers and counter numbers dynamically through a digital display system. III. One Shift Manager Cum Accountant 's Cabin ; IV. One room for equipments like Server, Routers, Modems. UPS etc; V. Writing Top for filling up of forms; VI. Safe drinking water ; VII. Coffee & Tea vending machine on charge basis; VIII. Well-maintained toilet facilities for gents and ladies. IX. Drop box for collection of citizen feedback along with Feed Back Forms; X. Drop box for collection of Cheques XI. Generator and UPS backup; XII. A server of adequate capacity with adequate configuration, to connect to Page 17 of 57
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XIII. LAN facility connecting the Server with all the computing systems in the service center including the token dispensing system and the EQMS. XIV. Suitable printer for each counter for issuing receipts and certificates. XV. Suitable printer for printing MIS reports XVI. Adequate parking facility; XVII. Bar Code Readers at each counter for reading the bar coded bills. XVIII. Credit Card readers @ 1 for 5 counters. XIX. One currency counting and one fake currency detector machine XX. One fax machine. XXI. Telephone facility for communication and fax XXII. Working Days: The Service centers will operate on all working days as follows: a. First Shift: 08 AM to 04 PM i. 20% operators will report from 8.00 AM to 04.00 PM b. Second Shift: 10 AM to 06PM i. 60 % of operators will report from 10.00 AM to 06.00 PM c. Third Shift: 12.00 Noon to 08.00 PM i. 20% of operators will report from 12.00 Noon to 08.00PM XXIII. Public Holidays: Service Centre will operate in one shift as follows: a. One Shift: 10.00 AM to 2.00 PM i. 40 % of operators will report from 10.00 AM to 02.00 PM XXIV. National Holidays: ESeva shall remain closed on National Holidays. XXV. The interiors should have uniform colour pattern to give good look and feel. XXVI. The Service Provider should be able to deploy staff at the centers / counters dynamically, depending on the peak days / peak hour to meet service quality requirements.
4.3 Functional Requirements of Citizen Services
The list of services presently being provided by the ESEVA is given in Annexure 1 and List of departments presently participating in eSeva is at annexure 2.
4.3.1 Typical Functional Requirements of a Bill Payment sub-system: Page 18 of 57
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bulk of the transactions relate to the payments, the following generic
requirements for the 'Bills payment service' is given below. For other services also similar generic requirement will follow : a. i. Bill Payment The operator accepts the amount specified in the bill in full, either by cash, cheque or DD or by credit card. Part payment acceptance only if department concerned issues specific direction in this regard. A single payment can be made in multiple modes (e.g. part by cash and part by Cheque/credit card etc). A receipt is printed after committing the transaction at the back- end of the department or in eSeva server in case of failure of connectivity. ii. The permission to reverse a receipt, in case of a wrong entry by the operator, or insufficiency of money with the citizen or for any other sufficient and valid reason, shall rest only with the Shift Manger of the Service Center. b. Accounting of Receipts I. ESEVA System shall be designed to provide the following accounts i. Amounts received by each operator during a shift by nature of collection and by department to be printed at the end of each
shift. This would enable the operators to handover the amounts received by them during the shift, to the Manager and get relieved from duty for the shift; ii. A statement of the documents received by each operator during a shift by nature of document to be printed at the end of each shift. This would enable the operators to handover the documents
received by them during the shift, to the Manager and get relieved from duty for the shift; iii. A statement of account for each Service Centre in a manner that would enable the Manager to render accounts to the EDS and facilitate remittance of the amounts to the designated bank and to transmit the documents to the respective departments and agencies through courier. Citizen will pay courier charges additionally. II. ESEVA system should be designed to make available on line, the financial statements required by the departments in respect of all amounts received Page 19 of 57
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III. ESEVA system should be designed to produce statements of accounts as between ESEVA and the participating departments as also between
ESEVA and the Bank(s) handling the financial transactions of ESEVA to enable periodic reconciliation of the amounts received and accounted for; IV. ESEVA system should be designed to produce statements relating to bounced cheques and Charge Back from payment gateway bank and a mechanism i. to reverse the corresponding entries of receipt in eSeva Server and also in Department database if required by department concerned ii. to lock the account of the citizen for Cheque and Credit Card transaction iii. to alert the counter operator when citizen comes next time for payment to pursue the issue with the citizen/ consumer for realization of the amount.
4.3.2 Functional Requirements of other sub-systems: a. Powerful search capabilities have to be incorporated to locate customer's record in the quickest manner. b. The design should incorporate features to introduce Single-Sign-On in future such that citizens can interact with ESEVA Service Centers and ESEVA Portal with a single identity, which is valid across all departments & agencies. c. The functional & legal requirement for introduction of Digital Signature Certificates should be examined and applications designed to be PKI-enabled. Suitable requirement specification should be communicated to the
departments to PKI-enable the corresponding backend applications. d. Suitable eForms should be designed for all participating departments, preferably in pdf format and hosted on portal for the benefit of citizens to down load such forms free of cost. e. The functional requirements should be parameterized to the extent possible such that changes in the business logic, tax rates, jurisdictions etc in the backend departments do not necessitate recoding of the ESEVA system.
4.4 Functional Requirements of Business Services Page 20 of 57
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The model of ESEVA Project contemplates provision of B2C services also. This is to make the Service Centers more citizen-centric. While the responsibility of enrolling the G2C services would be that of GOAP and Service Provider, it is the Service Provider's responsibility to enrol the B2C services. List of B2C services available presently at eSeva centres is at Annexure 3. The entire responsibility for gathering the functional requirements of B2C services, development and deployment of the services rests with the Service Provider. However, the following stipulations are to be observed while providing B2C services. a. Any B2C service can be added to the ESEVA system only with the prior permission of EDS. This is with a view to ensure that I. services opposed to public interest are not included in ESEVA portfolio; II. inclusion of a B2C service would not adversely affect the functioning and performance of ESEVA in relation to the G2C services; III. the security of ESEVA is not compromised. b. A revenue sharing arrangement with EDS will be implemented in respect of the user charges / service charges levied for the B2C transactions. c. EDS may require the PPP operator to host the B2C applications and databases on separate application servers, web servers and database servers, in the overall interests of the ESEVA project.
4.5 Expansion of the portfolio of ESEVA Services
Although, presently eSeva is offering services to certain departments only. But eventually eSeva must plan to offer all the G2C services of all the departments and selected B2C services at its service centres. The following stipulations will generally govern the expansion of ESEVA portfolio of services.
4.5.1 Addition of new departments and additional Services of an existing department a. Commissioner, EDS and the Service Provider should be satisfied that the backend of the department proposed to be included in ESEVA, is well
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Service Provider shall develop front-end application to provide the contemplated additional services.
d.
The transaction charge for the new services shall be fixed by EDS in consultation with Service Provider which shall not be greater than that for the same category of service fixed through the original bid process.
e.
In case new service demands higher transaction charges, same will be fixed by a committee consisting of Secretary, IT&C department, Secretary, Department Concerned and Commissioner, EDS in consultation with Service Provider.
4.5.2 Addition of new Service Centres
As the experience of citizen services projects elsewhere shows, the demand for ESEVA services will multiply several-fold during the currency of the agreement. Additional Service Centers will have to be set up to meet with the increased volumes of transactions. It is therefore, proposed that the selected Service Provider would be responsible to establish such additional Service Centers as per the following terms. a. The need for opening one or more additional Service Centers would be taken jointly by GOAP and the Service Provider observing the following norms for the purpose I. When the number of transactions in a centre reaches so high that it has become difficult to comply with the Quality parameters in that centre II. When there is a public demand for establishment of a Service Centre, in an area which does not have a Centre within a distance of 2 KM. III. The GOAP will be responsible for identification of suitable site for the location of the additional centre(s) and provide facilities on same scale as that for existing centres explained some where else in this RFP. IV. The selected Service Provider shall establish all the hardware, networking etc required for the Service Centre and as specified in this RFP some where else within a period of 45 days of GOAP handing over the prepared site.
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The Service Provider shall provide services to the citizens on the same terms and conditions as that for existing centres. 4.6 Requirement to comply with Service Quality Parameters ESEVA is a Service Delivery Project. Efficiency in the delivery of services is the essence of the Project. In order to regulate the relationships of the Service Providers, viz, GOAP, PPP Service Provider selected, participating departments and ESEVA
organization, it is necessary to put in place, a set of Service Level Agreements or MOU. Model MOU between Service Provider and EDS is at Annexure 6.
4.7 Transaction Volumes The transaction volumes are most critical factor in arriving at the economically viable transaction charges for different services. The actual transactions for the Year 2007 are at Annexure 2. However EDS does not guarantee same level of volumes in future years for any service. Service Provider has to make his own estimate for the volume of transaction under different services to quote his bid. Some of the factors affecting volume of transactions , but not limited to, could be: a. The number of left over of customers under each of the presently participating departments; b. c. d. e. New Departments and new services joining eSeva Annual growth rates of the number of consumers; Availability of alternative channels for availing the same service; Frequency of interaction of citizens for availing the service monthly, quarterly, annual etc f. Extent of value proposition offered by the Service Provider to attract the consumers to ESEVA Centers/ Portal.
GOAP will not provide any guarantee, commitment or estimate of the number of transactions possible in the ESEVA project either for the purpose of sizing of the hardware, networking or for any other technical purposes, nor for the
purpose of quotation of transaction rate for the commercial bid. The bidders will have to make their own assessment on the business
opportunities and growth possibilities.
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5. TECHNICAL REQUIREMENTS OF ESEVA SYSTEM
5.1 Present Technical Architecture of eSeva is at Annexure 3 and 4. However, RFP suggests the Service Provider must ensure that certain critical requirements like Security, SOA, Data Centre, DRS and Networking are adequately met, in view of the huge legal responsibility in providing secure and efficient services to the citizens.
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6. OPERATIONAL REQUIREMENTS
6.1 Overarching Requirement to comply with MOUs
ESEVA Project is proposed to be implemented on a PPP Model. The primary objective is to provide qualitative services to the citizens. In order to ensure that all the stakeholders discharge their roles and responsibilities in an agreed manner to achieve the common goal, a set of MOUs are proposed to be entered between EDS and Service Provider and Department. Payment for services rendered will be linked to quality of service rendered. The technical, functional and operational requirements are specified in the document just for the benefit of Bidder to understand the dimensions of the ESEVA project.
6.2 Business Function & Performance Requirements
The following requirements are to be met for a successful business function and performance of ESEVA Project. a. ESEVA Service Centers shall be developed as one-stop-shops for all G2C interactions. b. ESEVA should establish an image for itself as a Service Provider that cares for citizens; c. Speed of delivery, effectiveness and courtesy should be the watchwords of ESEVA. This should be reflected in the actions, conduct and behaviour of all the personnel associated with ESEVA - operators and personnel employed by the Service Provider and the staff of EDS; d. ESEVA Portal shall deliver services via the Internet on 24x7 basis; e. The amounts collected from the citizens shall be accounted accurately at all times; f. ESEVA should strive continuously to improve upon the current processes relating to provision of citizen services and should be known for innovation.
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RFP FOR ESEVA PART I 6.3 Time Schedule for Implementation of ESEVA
June 23, 2007
The selected Service Provider shall establish DRS, carry out painting of all eSeva Centres and repair furniture where ever required as per time schedule given in the RFP. Service Provider shall provide plan of action for such implementation with in 15 days of signing of contract.
6.4 Scope of Operations & Maintenance of ESEVA
The Service Provider shall be responsible for the over all management of the ESEVA System, which includes administration of Data Centre, Citizen Service Servers, PCs, Networks, UPS, Disaster Recovery Site and the applications running on them and all other services ancillary to these facilities. The responsibilities include the following but at the same time not limited to the same.
6.4.1 Maintenance
The Maintenance, Upkeep and Physical Security of the all the digital and physical assets of ESEVA shall be the responsibility of the Service Provider. These include: a. Preventive maintenance, carrying out the necessary repairs and replacement of parts wherever needed to keep the performance levels of the hardware and equipment in tune with the requirements of quality of service. Such
preventive maintenance shall not be attended during working hours of the ESEVA sites. b. Reactive maintenance that is intended to troubleshoot the system, be it at the data centre or at the Service Centres, with rapid action teams positioned at key places
6.4.2 System Support
The minimum Systems Support functionalities to be provided by the Service Provider include the following: a. Daily Backup of data, information, system logs, database logs etc. b. Installation and Reload Support on Desktop OS like Windows XP, Browsers like Page 26 of 57
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c. Installation and Reload Support for Server OS like Windows 2000/2003 Server, etc., d. Installation and Reload Support for Application software. e. Rectification of system software problems due to crashing or malfunctioning of the OS, RDBMS or front end, within the time limits prescribed in the SLA. f. Installation of upgrades of system software namely, OS, RDBMS, and front end. g. Guarding the systems against virus infections using the latest anti-virus Tools. h. Firewall, IDS and IDP configuration and management i. Asset Management for Physical and digital security
6.4.3 System Administration This includes the design of an appropriate System Administration policy with precise definition of duties and adequate segregation of responsibilities, obtaining the approval for the same from the EDS. System Administration includes the following activities: a. Security Policy administration b. Creation of Users & administering User IDs for ESEVA Officers, ESEVA operators and authorized employees of Departments participating in ESEVA. c. Creation and maintenance of Groups as needed. d. User level help in logging on to the domains, Network and other resources. e. Helping Users to use common resources on Network etc. f. Change & Configuration Management for ESEVA Application g. Backup, restore and archival functions h. Performance tuning of the system as may be needed to comply with SLA requirements on a continuous basis.
6.4.4 Network Administration
Design of Network Administration Policy and getting it approved from the EDS for effective and efficient management of Network resources. Network Administration, consists broadly of the following activities: a. Network Security Policy administration. b. Creation of Network Users & administering User IDs for ESEVA Officers, Page 27 of 57
RFP FOR ESEVA PART I ESEVA operators and ESEVA participating Departments. c. Administering IP addresses d. Creation of VLANs as required for effective network management.
June 23, 2007
e. User level help in logging on to the Network and other related activities. f. Helping Users to use common resources on Network. g. Network Traffic analysis and performance tuning. h. Continuous monitoring & management of network during the working hours & restoration of breakdown within prescribed time limits.
6.4.5 Productivity of Service Counter Operators
The efficiency and image of ESEVA system depends substantially on the efficiency of the operators who man the counters at the ESEVA Service Centers. It is in the interest of ESEVA Project, and therefore of all the stakeholders that every effort is made to enhance their efficiency to optimum levels. The following guidelines are provided in this regard. a. The Service Provider shall exercise due care and caution while selecting the operators with the right skill sets. b. The Service Provider shall impart necessary pre-job training and orientation to the operators so that they are all at acceptable levels of efficiency to begin with. c. The Service Provider shall also impart necessary in-service training, of a duration of at least one day to all the operators, once in a period of 12 months. d. The operator may run a scheme of productivity-linked incentives to the counter operators, in consultation with the EDS. The cost of such a scheme shall be borne by the Service Provider. e. The EDS may prescribe suitable norms on efficiency of the counter-operators. In case a counter operator fails to achieve the efficiency norms consistently, the EDS may advise the Service Provider to take suitable steps to replace such operator.
6.4.6 Service Quality Standards The Service Quality Standards for delivering service to citizens will be as indicated in the RFP.
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RFP FOR ESEVA PART I 6.4.7 Manpower Deployment requirements
June 23, 2007
a. The manpower shall be deployed by the Service Provider at all the Service Centers, in terms of the agreement. b. Preference may be given to the lady operators. c. Minimum education qualification of the operator shall be a pass in 12th Standard. d. The candidate should be fluent in English and Telugu. e. The attendance registers will be maintained by the Service Provider at the ESEVA Service Centers. f. Service Provider shall be responsible for any loss, fake currency notes, or mishandling of cash/instruments/documents by any operator. g. The Operators will handover cash/instruments/documents to ESEVA Service Center Shift Manager Cum Accountant at the end of each shift before he is relieved from his duty h. The Service Provider shall be responsible for payment of statutory contributions like Insurance, ESI & PPF etc to be payable by the employer. i. j. The person attending to duty shall come in uniform as may be suggested by EDS The Service provider shall furnish a bank guarantee as indicated in the RFP towards Performance Security.
6.5 Deliverables
The primary deliverable of the Service Provider in the ESEVA Project is quality services to the citizens conforming to the Quality requirements. The Service Provider has to deliver the following to EDS as part of an assurance to full fill the obligations. a. Project Plan including manpower deployment plan. b. Project implementation plan c. Complete Documentation of application developed with source code from time to time. Source code will remain exclusive property of EDS d. IPR of software developed will be solely with EDS e. Bill of material for entire project f. Service Provider has to handover all assets created by it during project period
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including software application developed in working conditions at a Token amount of Rs.100/-
6.6 Project Management
ESEVA
Project
is
a
multi-departmental,
multi-locational
initiative.
Its
implementation is complex and can go out of control unless all the stake holders, especially the Service Provider designs and implements a comprehensive and effective project management methodology. therefore prescribed in this regard: The following requirements are
6.6.1 Work Program
The Service Provider should design a detailed Project Plan which should include the following components: a. Project Organization and Management Plan. b. Implementation Plan c. Training Plan, Methodology and Training Details. d. Change Management Plan. e. Any other relevant items related to the Project
6.6.2 Reports
The Service Provider shall submit to the Commissioner, EDS the following reports: a. Monthly progress reports, summarizing: I. results accomplished during the period; II. cumulative deviations to date from schedule of progress on milestones agreed and finalized III. corrective actions to be taken to return to planned schedule of progress; IV. proposed revisions to planned schedule; V. other issues and outstanding problems, and actions proposed to be taken; VI. Monthly log of service calls and problem resolutions b. Daily and Monthly MIS reports on transactions
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RFP FOR ESEVA PART I 6.7 Training Requirements of ESEVA Project
June 23, 2007
Training is an important activity for the successful implementation of any project. To make ESEVA project a success, the following training programs are to be
arranged by the Service Provider from time to time. a. Operator Training The bidder must impart training to all the ESEVA operators, so that they are aware of all the operations of the ESEVA software ensuring smooth running of ESEVA Software implementation at the selected sites. The Service Provider shall also be responsible for retraining the counter operators whenever changes are made in the software and it is the responsibility of the Service Provider to ensure that the operators are familiar with new versions of ESEVA Software and its allied services. b. Online Help on the ESEVA site for the Internet users The Service Provider should provide help desk and also online help in the ESEVA Portal site for internet users.
6.8 Supply of Consumables The Service Provider shall be responsible for ALL the consumables required for the operation of eSeva.
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7. ROLES OF SERVICE PROVIDER, EDS AND DEPARTMENT
The MOU will specify the roles to be played by each partner in providing quality services to the citizens as per terms and conditions of RFP. All the departments participating in the ESEVA project shall also enter into an MOU with EDS and Service Provider to ensure that the commitment to the citizen in terms of service fulfilment is met. .
7.1 MOU between Commissioner, ESEVA and Service Provider and Department
Model MOU is at Annexure 6.
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8. REVENUE SHARING BETWEEN SERVICE PROVIDER AND EDS
8..1
Revenue arising out of Transaction charges (all types of transactions including G2C and B2C services) and Courier charges shall be shared between Service Provider and EDS in the ratio of 80:20 respectively.
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9. ACCEPTANCE TESTING & CERTIFICATION
9.1 Testing and certification by a third party for software, hardware, networking and security: A detailed Acceptance Test Plan (ATP) should be submitted by Service Provider to be reviewed by Commissioner EDS. EDS will undertake an exercise of Accept Testing of ESEVA systems by itself and or through third party, as soon as the Service Provider declares the ESEVA system is ready for the exercise.
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10. ANNEXURES
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Annexure I
List of Departments Presently Participating in ESEVA Project
No of services
Sno 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19
Name of the department HMWW&SB(Hyderabad Metro Water Works & Sewerage Board) APCPDCL (Andhra Pradesh Central Power Distribution Company Ltd) M.C.H (Municipal Corporation of Hyderabad) B.S.N.L (Bharat Sanchar Nigam Limited) D.M.A (Director Muncipal Administration) R.T.A (Road Transport Authority) Labour Department A.P Fire and Emergency Services R.R. District Services APSRTC (Andhra Pradesh State Road Transport Corporation) IRCTC (Indian Railway Catering and Tourism Corporation) R.P.O (Regional Passport Office) APDDCF (Andhra Pradesh Dairy Development Cooperative Federation) A.P.T.S (Andhra Pradesh Technology Services Ltd) APPSC (Andhra Pradesh Public Service Commission) Hyderabad Police Civil Supplies Department Cyberabad Police Departmental Miscellaneous Services
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Annexure 2 List of Services (G2C and B2C) presently being provided by eSeva
G2C Services Sl. No 1 2 Service S No 1 2 3 4 5 3 M.C.H 6 7 8 9 10 11 12
Department HMWW&SB APCPDCL
Services Particulars Payment of Water bill Collection of Water Tanker charges Collection of Electricity charges Registration of Birth Certificate Issue of Death Certificates Payment of Property Tax Renewal of Trade License Registration of New Trade License Building Permission Application Sale of Prepaid Parking Cards Payment of telephone bills Sale of ITC Cards District Muncipal Adminstration 13.1 Payment of Property Tax of Qutbullapur 13.2 Payment of Property Tax of Gaddiannaram 13.3 Payment of Property Tax of Kukatpally 13.4 Payment of Property Tax of Uppal 13.5 Payment of Property Tax of Kapra 13.6 Payment of Property Tax of Malkajigiri 13.7 Payment of Property Tax of L.B.Nagar Payment of vehical tax for non-transport vehical Payment of New Vehicles tax 2.1 Life Tax 2.2 First Quarter Tax Renewal of License Registration ( Enumerated ) New Registration Notice of Change(Amendments) Application for Fire Clearance Application for Fire Clearance( Interruption) Resubmit of Application Applications Rejected at Department No Objection Certificate Revenue Records Delivery System -MRO Revenue Records Delivery System -AD Mutations ( Change of Name ) Sale of Bus Pass Application APPSRTC Bus Reservations Issue of Bus Pass
4
B.S.N.L
5
D.M.A
13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
6
R.T.A
7
Labour Department
8
A.P Fire and Emergency Services
9
R.R. District Services APPSRTC
10
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32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80
June 23, 2007
Renewal of Bus Pass Reservation of Railway Ticket Sale of Passport Application Filing of Passport Renewal of Passport Sale of Milk Cards Sale of Digital Certificate Issue of duplicate hall tickets for Group I Fees Barath fee type Charge Sheet Cycle Stand(Vehicle Parking) Deployment of PSO(Head Constable) (Per Month) Deployment of PSO(Police Constable) (Per Month) First Information Report Inquest/Panchanama Missing of cell phone Missing of cell Certificate/Document Missing of Passport Missing of R.C\Driving License Police clearance Certificate Post Mortem Report Shifting of Vehicle from A.P to other state Verification of character and Antecedents ( Corporate) Verification of character and Antecedents (Non Corporate) Visa Fee Penal Fee (After expiry of VISA Due date) Visa Fee : Upto 1 Year Visa Fee : Upto 3 Year Visa Fee : Upto 5 Year Bandobust Charges Assistant Sub Inspector\Reserve Sub Inspector (Day) Assistant Sub Inspector\Reserve Sub Inspector (Night) Head Constable (Day) Head Constable (Night) Inspector/Reserve Inspector(Day) Inspector/Reserve Inspector(Night) Police Constable (Day) Police Constable (Night) Sub Inspector\Reserve Sub Inspector (Day) Sub Inspector\Reserve Sub Inspector (Night) Hotel/Lodges Licese Category(1) 5 Star (Renewal Fee) Category(1) 5 Star Fresh License Category(2) 3 Star Fresh License Category(2) 3 Star (Renewal Fee) Category(3) (Ordinary)Fresh License Category(3) (Ordinary) Renewal Fee Restaurants Fresh License
11 12 13 14 15
IRCTC R.P.O APDDCF A.P.T.S APPSC
16
Hyderabad Police Department
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81 82 83 84 85 86 87
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Restaurants Renewal Fee Tea Stalls Fresh License Tea Stalls Renewal Fee Amusement License Band Music and Dance in Hotels/Restaurants etc.(Per Annum) (Fresh License) Band Music and Dance in Hotels/Restaurants etc.(Per Annum) (Renewal Fee) Exhibition, Cultural Programmes,Fashion Show,Personality contest (Appl Fee) Commercial Exhibition, Cultural Programmes,Fashion Show, Personality contest (Appl Fee) Non Commercial Exhibition, Cultural Programmes,Fashion Show,Personality contest (Per Day) Commercial Exhibition, Cultural Programmes,Fashion Show, Personality contest (Per Day) Non Commercial Hyderabad Race Club (Application Fee) Hyderabad Race Club (Per Day) Off course betting center(Fresh License ) Off course betting center(Renewal Fee ) One box type Loud Speaker (Per Day) Permission Show/Benefit Shows Permision for film Shooting/T.V Shooting Blasting Permission Blasting Permission (15 Days) Blasting Permission (30 Days) Arms License Fees 22 Rifle ( Fresh License ) 22 Rifle ( Renewal Fee ) B.L Guns ( Fresh License ) B.L Guns ( Fresh License ) M.L Guns (Meizzle Loading gun Fresh License) M.L Guns (Meizzle Loading gun Renewal fee) Revolver,Pistol,Refle ( Fresh License ) Revolver,Pistol,Refle ( Renewal Fee ) Arms Dealership License Fee Form : VII Journey License to carry the weapon(Single Weapon) Form: XII Licese to sell transfer of Test(Renewal Fee) Form : XIII license to sell transfer or test and keep for sale ,Transfer or Test(Fresh License) Form : XIII license to sell transfer or test and keep for sale ,Transfer or Test(Renewal Fee) Form : XVI Import License ( For more than one weapon and of Ammunition) Form XVI :Import License(Single Weapon) Form : XX Transport License(For more than on Weaposn and Ammunition) Form :XX Transport License(Single Weapon)
88 89
90 91 92 93 94 95 96 97 98 Police Department
99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116
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117 118 119 120 121 122 123 124 125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165
Form XII : License to sell Transfer or Test (Fresh License) Form XI : License to Repair,Test Sell of Transfer(Fresh License) Form XI : License to Repair,Test Sell of Transfer(Renewal Fee) Police Station Collections ZONE Central Zone East Zone West Zone North Zone South Zone Head Office Traffic S.B.City Car Jeep Auto Rickshawas Auto Traly Motor cycle Setwin Bus Scooter Tempo Tourist Bus DCM Moped Allwyn Nisson Govt Vehicle 7 Seater School Bus Ohters Local Lorry Mini Lorry Tipper Tractor Power Tiller Van RTC Bus Non Local Lorry Sale of Passport Application Sale of Trade License Application Sale of LP Cet Application Sale LAWCET Application Sale of DIETCET Application Sale of ECET Application Sale of EAMCET Application Sale of BRAOU Application Sale of CDE PG Application (UH) S.S.C Results Sale of ICET Application
17
Departmental Miscellanies
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166 167 168 169 170 171 172 18 Civil Supplies Department 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209 210 211 212 213
June 23, 2007
Sale of 10K Run Application Sale of e-Learning CD'S Sale and Receiving of DSR Application Sale of MCH City Map Sale and Receiving of HUDA Application Sale of HUDA Draft Master Plan Sale of Cyberabad Commissionerate Application Remittances of Fair Price dealers for lifting stock Furnishing of Investigation Document 69.1 First Information Received 69.2 Inquest Report 69.3 Panchanama Report 69.4 Scene of Offence Sketch 69.5 PME Report 69.6 Medical Certificate 69.7 MVI Report 69.8 Inspector of factories Report 69.9 FSL Report 69.10 Chemical Analysis Report 69.11 Accused Vehicle RC 69.12 Accused vehicle Licence 69.13 Accused vehicle Fitness 69.14 Accused vehicle Insurance 69.15 Charge Sheet 69.16 Final Report Missing/Lost Document 70.1 Transfer certificate 70.2 Memo 70.3 Driving License 70.4 Insurance Certificate 70.5 ID Cards 70.6 Vehicle RC 70.7 Vehicle Insurance 70.8 Vehicle Fitness 70.9 Bond Certificate 70.10 Arm License 70.11 Credit/Debit Cards 70.13 Cell Phone Permission and Bandobust 71.1 71.2 71.3 71.4 71.5 71.6 71.7 71.8 71.9 Marriage Function requiring police bondobust Orchestra for small program Commercial Displays Corporate Anniversary function Cinema Success Function Industrial Exhibitions Customer Meet Rallies Religious Function Public Meetings
19
Cyberabad Police Commissionerate
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Cultural ShowFashion show/Personality contest(Commercial)
214
71.10
215 216 217 218 219 220 221 222 223 224 225 226 227 228 Cyberabad Police Commissionerate 229 230 231 232 233 234 235 236 237 238 239 240 241
Cultural ShowFashion show/Personality 71.11 contest(Non Commercial) 71.12 Exhibitions/Circus 71.13 Film Shooting 71.14 TV Shooting 71.15 Loud Speakers 71.16 Mobile Adv for Autos/Van 71.17 Benefit Show Arm Licenses 72.1 Fresh License 72.2 License Renewal 72.3 License re-registration Certificates 73.1 Verification of Character & Antecedents
73.2 NOC for Transfer of Vehicles to other state Hotel/Lodges/Restaurants/Bar/Dhabas/Resirts/ Theme/Entertainment Park License 74.1 Fresh License for 3 star hotels 74.2 Fresh License for 5 star hotels 74.3 Fresh License for Bar/Dhabas 74.4 License Renewal for 5 star hotels 74..5 License Renewal for Bars/Dhabas Fresh license for Theme/Entertainment 74.6 Park/Resort License Renewal for Theme/Entertainment 74.7 Park/Resort 74.8 74.9 Fresh License for Ordinary Hotels/Restaurants License Renewal for Ordinary Hotels/Restaurants Acceptance of Hotels /Lodges License
Acceptance of Permission and Bondobust Traffic Challan Payment
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RFP FOR ESEVA PART I Business to Citizen
Sl.No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 Western Union Money Transfer Easy Movies Pioneer Online Bharat Matrimonial Appollo Services New Vision Publication NED CAB(Bulb) Department B2C Services TATA Reliance Airtel Services Particulars 1 1 1 2 3 1 2 3 1 1 1 2 3 1 1 2 3 1 1 Payment of Tata Telephone bills Payment of RelianceTelephone bills Sale of Magic Cards Sale of new kits of Airtel Mobile Phone Payment of Airtel Telephone bills Sale of New chit chat cards Recharging of Chit Chat cards
June 23, 2007
Idea
Payment of Idea Telephone bill(landline & Mobitel) Transfer of money using WUMT Company Sale of movie tickets Sale of Cards Sale of Dialup cards Sale of New chit chat cards Matrimonial Registrations Sale of Health Checks wellness Rx Health scans Sale of DOST Cards Sale of Books Sale of CFL Bulb
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RFP FOR ESEVA PART I Annexure 3
June 23, 2007
Present Data Centre Architecture and Bill of Material
eSeva NETWORK
............
Leased Line
S1 Sn Departmental Servers
3rd Tier
( Govt.. Depart. )
ISDN
Firewall
C e n t r a l S i t e
Router Pool
LAN-1
Leased Line ISDN
INTERNET
2nd Tier
LAN 3 NMS LAN 2
Web Apln Servers Web Server DB Servers
Leased Line
DOT Exchange
ISDN ISDN
Leased Line
1st Tier
( ICSC Locations )
ICSC location-1 Router Counter Terminals With Printers
ICSC location- 18 Router Counter Terminals With Printers
Card printer
….
Kiosk
….
Kiosk
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Annexure 4 Present Architecture of eSeva Service Centre and Bill of Material
eSeva centre Layout
Central Router at central site
Leased Line
DOT Exchange
ISDN ISDN
Leased Line
1st Tier
( ICSC Locations )
eSeva location-1 Router Counter Terminals With Printers
eSeva location- 49 Router Counter Terminals With Printers
….
Kiosk
….
Kiosk
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Annexure 5 Service Delivery and Grievance Handling Process
1. Service delivery Process at Service Counters: a. b. i. ii. iii. b. Customer comes to eSeva Centre and approaches Token Counter EQMS integrated time stamp: when customer arrives at the Token Counter and obtains Token when customer token is called on completion of service delivery Counter operator enters customer details to display details or use Bar Code Reader to capture details from Bar Coded Bills c. d. e. Acceptance of payment in form of Cash/Cheque/Demand/Credit Card Issue of Receipt and completion of delivery of service Transmission/Communication of transaction details to eSeva Data centre and department server f. Cancelling the receipt and reversing the transaction done due to
mistakes and treating this transaction as a new transaction with a unique transaction code g. Storing the cancelled transaction details and transaction code in the database at the ESEVA data center along with a text explanation for cancellation h. In case of Check Bounce, provision for reverse entry in Data base of eSeva and department server. Provision to prepare refund claim statement for claiming refund from department. Locking Customer account for payment through chaque till account is unlocked under orders of EDS. Warning display to Counter operator of such accounts when ever such customer visits eSeva, to help recovery of amount.
2. Service Delivery through ESEVA Portal: a. b. c. d. Self serving service for Registration of user and issue of password Provision for adding services to User account for easy access to services Providing access to a Form to input customer details Validating Form fields and providing appropriate error messages on Page 46 of 57
RFP FOR ESEVA PART I submission e.
June 23, 2007
Processing the payment through payment gateway and handling error messages
f.
Generating a unique ESEVA transaction code and storing transaction information and transaction data to the ESEVA database
g. h.
Transmitting and storing the transaction information in the Department Server Help desk (during working hours) for handling customer’s issues and resolving failed transactions details.
i. j.
Provision for help through email service. Reply to emails with in 24 hours. Provision to reverse entry in case of failed transaction with complete log for audit
k.
Provision for handling and resolving Charge Back claimed by Payment gateway bank.
l.
In case of claim for Charge Back, provision for reverse entry in Data base of eSeva and department server. Provision to prepare refund claim statement for claiming refund from department. Locking Customer account for payment through Internet till account is unlocked under orders of EDS. Warning display to Counter operator of such accounts when ever such customer visits eSeva, to help recovery of amount.
3.
Grievances handling and Resolution a. Provision for Suggestion and complaint Box at each Centre b. Provision to collect such petitions and entry there on in eSeva portal c. Provision for filing Suggestion and complaint Online in eSeva portal d. Resolving complaints and updating status e. Provision to citizen to view status of his case. f. Generation and printing of report on grievance handling and resolution
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Annexure 6 Draft MEMORANDUM OF UNDERSTANDING (MoU)
FOR PROVISION OF SERVICES OF ………… (Department Name) THROUGH ESEVA CENTRES
This MoU is made on this day of (Date)/ (Month)/ (Year) Between (Name of Department) having office at …………………………………. represented by …………………………………. (herein after be called as……) And Commissioner, Electronically Deliverable Services (EDS), Department of Information Technology & Communications (IT&C), Government of Andhra Pradesh having Office at Road No.7, Banjara Hills, Hyderabad represented by the Commissioner, EDS (hereinafter called as EDS) And (Service Provider) having its Office at …………..represented by the…….. (hereinafter called as Service Provider) Where as The (Name of Department) is desirous of implementation of the scheme for provision of its Services through eSeva Channels.
And where-as EDS has accepted the proposal for implementation of such scheme for provision of services to citizens through eSeva.
Now, therefore, this MoU is executed binding all parties to the following terms and conditions:
1. This MoU is for implementation of the scheme of (Name of Service) through eSeva in the jurisdiction of the department and subsequently remittance of proceeds and documents thereof to the (Name of Department) with supporting documents.
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2. This MOU is subject to Terms and Conditions of Contract between EDS and Service Provider. In case of any conflict, terms and conditions of Contract between EDS and Service Provider shall prevail. 3. The terms & conditions specified in this MoU shall be applicable for delivery of all the services of the Department indicated above through eSeva. 4. Service Provider shall provide service to citizens and Department as per term and conditions of the Contract between EDS and Service Provider 5. Service Provider shall ensure that Citizen Token is called with in a maximum of 15 minutes. Failing which Service Provider shall be liable for penalty as per terms of contract entered between EDS and Service Provider 6. Service Providers shall accept payment of (Name of Department) customers/clients as per terms and conditions of this MOU. 7. (Name of Department) will maintain the database of all the costumer/clients to provide the services as agreed upon. 8. Service Providers will not accept any partial payments of the prescribed amount as mentioned in the bill. However, Service Providers may be required to accept partial payments upon such a request from (Name of Department). 9. Service Providers is authorized to accept the payments in Cash/DD/Cheque/Credit Card. The Cheques & DDs should be drawn in favour of EDS. 10. Service Providers shall generate a receipt for each payment made at the delivery channels duly incorporating the service & payment details. 11. In case of citizen insists for multiple receipts instead of one receipt, the transaction fee for additional receipts has to be collected (additionally) from the citizen. 12. As regards the remittance of collections to Department, it will be the responsibility of Commissioner, EDS to remit amount and instruments to (Name of Department) along with Management Information System (MIS) reports through email or soft copy. MIS reports in soft copy/hard copy shall be provided by Service Provider 13. The frequency of remittance of cash/credit card payment being collected at eSeva shall be on a daily basis through a consolidated cheque along with MIS report. The payment shall be made by next working day of EDS head office. In case of delay of more than 7 days, interest at …. % (Simple interest) per annum shall be charged to EDS. 14. As regards the collections through Cheque/DD collections, the amount shall be remitted on the 4th day of collection of such instruments at eSeva Centres (Without waiting for realization of Instruments in EDS Bank account) excluding day of Page 49 of 57
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collection and holidays, subject to realization, through a consolidated cheque with MIS reports. 15. EDS shall claim a bill for the service charges payable by (Name of Department) once in a month. The EDS shall prepare a consolidated statement for all the days payments in a month, center-wise and day-wise and claim service charges accordingly which will be reconciled with the Accounts branch of the (Name of Department) from time to time. The (Name of Department) shall pay the monthly transaction charges within 14 days of receipt of the bill pending reconciliation. In case of delay of more than 14 days, interest at …. % (Simple interest) per annum shall be charged to (Name of Department). 16. If any discrepancies are found during reconciliation, the same will be adjusted against the subsequent bill amounts. In case the payment is not made within the above period, EDS is authorized to deduct the transaction charges at source from the amount payable to the (Name of Department). 17. The fees for the service through eSeva will be Rs. ….. (Per each transaction). The courier charges for dispatching documents/plans/application etc to (Name of Department) will be charged extra to citizen. 18. Share of Service Provider in Transaction charges will be payable by EDS to Service Provider at the end of each month based on reconciled figures. 19. In the event of any complaints from the subscriber regarding payments made at EDS missing in the daily lists submitted by the Service Providers, the (Name of Department) shall advise the aforesaid citizen to refer the complaint to Service Providers for verification and correction paid. 20. All the transactions of eSeva shall be through online mode only. Service provider shall make sure that the connectivity between the (Name of Department) server and eSeva server is always live to have online transaction. In case of any offline collections due to failure of leased line/ISDN line at the time of transaction, it is the responsibility of Service Provider to update the collection to the (Name of Department) server through online mode by the end of the day. 21. Extension of this facility to any other services shall be considered as and when required, subject to mutual consent of all the parties. 22. Service Providers will be provided access only to the selected tables of the Database of the (Name of Department), which are needed for updation of the database. Service Page 50 of 57 based on the documentary proof of having
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Provider through its software will update the database through secured software. In case of loss of data or its integrity due to lack of sufficient security measures in Service Provider delivery mechanism or software, it will be the responsibility of EDS to make Service Provider to rectify such mistakes and update data at his cost. 23. (Name of Department) shall reserve the right to offer its services through any other service provider/delivery channel. 24. The (Name of Department) shall publish / display boards and other publicity material prominently on the availability of this facility. 25. Service Provider shall provide the connectivity between the (Name of Department) data center and the eSeva data center using suitable connectivity. 26. It is the responsibility of Service Provider to ensure the transaction reliability, integrity and completeness. 27. The (Name of Department) shall not be responsible for any loss of cash/cheques, for any reason what so ever, collected at the eSeva Centres and the payments to the (Name of Department) shall not be affected, in value or time, due to such loss at the eSeva Centre. 28. Service Provider shall be solely responsible for any loss of cash/Cheque /DD/ Instrument /Document for any reason what so ever at eSeva centres and during its remittance to designated Bank
29. The Service Provider will ensure confidentiality of all data of the (Name of Department) and their transactions and it will not provide the same to any other party without the permission of the (Name of Department) subject to legal requirements. 30. A review meeting should be organized by Service provider once in a month, to resolve issues if any. 31. Operations & Reconciliation 31.1. Service Provider and the (Name of Department) to nominate individuals
responsible for Administration, Finance, Technical & Project implementation, Database Support, Application Support, Network Support to reconciliation team. 31.2. The team members to meet as and when required but necessarily undertake
monthly reviews / meetings for smooth operations. 31.3. All financial reconciliations to be completed for the month without any spill over.
32. This MoU shall be in force for a period of three years with effect from (Date)/ (Month)/ (Year) and may be extended further on year to year basis with the consent of all the parties
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to this MoU. However, the terms & conditions of this MOU are subject to change based on the changes in the contractual terms between EDS and Service Provider for eSeva. 33. In the event of any dispute/disagreement on any issue or any article of the MoU, it would be resolved by Commissioner, EDS and the Head of (Name of Department). 34. If Commissioner, EDS and the Head of (Name of Department) are not able to resolve the disputes/disagreements on any issue, such disputes shall be referred to Principal Secretary, (Name of Department) and Principal Secretary IT&C for resolution and their decision will be final and binding on all the parties. 35. It is mutually agreed that in case the performance of Service Provider is not to the satisfaction of (Name of Department) on any issue including transactions pending for updation, wrong postings, delays in remittance, delay in reconciliation of transactions, suppression of transactions, and any serious irregularities, the (Name of Department) reserves the right to terminate the MoU by giving 30 days notice but without to prove such deficiency. Similarly EDS and Service provider reserves the right to terminate the MoU on the ground that department has defaulted in keeping its eSeva related IT infrastructure up and running and default in timely release of Transaction charges to EDS, by giving 30 days notice but without to prove such default. 36. This MoU is executed in triplicate and all the parties shall be entitled to keep one
original
IN WITNESS WHEREOF THE PARTIES HAVE SET FORTH THEIR RESPECTIVES HANDS ON THE DAY, MONTH AND YEAR AS FIRST ABOVE WRITTEN
For (Name of Department)
For EDS
For Service Provider
Witness: 1. 2.
Witness: 1. 2.
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Annexure 7
CORE COMPONENTS OF ESEVA SOLUTION ARCHITECTURE
The core components of eSeva project are: 1. Data Centre and Disaster Recovery Site 2. eSeva Service Centres 3. eSeva Portal and ePayment System 4. eSeva Network 5. Application software 6. EMS and EQMS 7. Human Resource to run the System
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Annexure 8 Citizens Charter for eSeva
eSeva is committed to translate the concept of giving to the people of Andhra Pradesh a Simple, Moral, Accountable, Reliable & Transparent (SMART) Administration. This charter is a step in that direction. We are committed to provide speedy, transparent and quality services to citizens. We assure that our services will be accurate, reliable and timely. We shall provide the following services through eSeva centers within the time standards mentioned below: Sno 1. 2. 3. Note: 1. The time shall be counted from the time the Citizen collects the token in the service counter concerned. 2. The Charter is applicable only in respect of standard transactions only. 3. Our aim is to offer courteous and helpful services to citizens 4. We guarantee that the citizen will be treated courteously. 5. If you need guidance or help in filling the forms or information about rules and regulations, please approach the “Help Desk” counter for help. 6. Our Website is www.esevaonline.com. 7. If there is any delay in the delivery of our services as committed through this charter, we request the citizens to give their free and honest feed back though feed back form or though Website. Commissioner, EDS Road No.7, Hyderabad Phone No: 91-40-23352595 Email: - commissioner_eseva@ap.gov.in. Name of the service Sale of Documents Payment of bills Payment of bills on Internet Maximum time limit for delivery of Service/ transaction 15 minutes. 15 minutes. 10 minutes
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Annexure 9 List of eSeva Centers
Centre Address
SL.NO 1 2 CENTER NAME ASRao Nagar Alwal ADDRESS A.S.Rao Nagar, Kapra, Hyderabad Municipal Building, Golnaka Chowrasta, Alwal, Hyderabad. M.R.O. Complex, Near Bahadurpura Police St., Bahadurpara, Hyderabad - 500 264, Ward Office premises, Opp lane to Vimal Theatre, Hyderabad. MCH Site, Road No.7, Banjara Hills, Hyderabad. Main Road, Chandanagar, Hyderabad Ist Floor, MCH complex, Chikkadapally, Hyderabad 500020 Criminal Cout Premises, Near Red Hills, Nampally, Hyderabad. AP Transco Site, Salarjung Museum Road, Hyderabad - 500 012 Municipal Ward Office, Gaddiannaram, Near Shirdi Sai Baba Temple, Dilsukhnagar MCH Park, Domalguda, Hyderabad AP Transco Site, Near Ananda Nilayam Guest House, Greelands Road, Begumpet, Hyderabad 500 016. APTransco Site, Habsiguda Near Patny Jn., S.P.Road, Near NTPC, Sec-bad. Phone No. 32952042 32952109
3
Bahadurpura
32952088
4 5 6 7 8 9 10
Balanagar Banjara Hills Chandanagar Chikkadpally Contonment City Criminal Court (17.12.04) Darulshifa
32952043 32952044 32952047 32952046 27790069 32952085 32952099
11 12
Dilsukhnagar Domalguda
32952079 32952049
13 14 15
Greenlands Habsiguda Harihara Kalabhavan
32952051 32952090 32952053
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Mezzanine Floor, Cyber Gateway, Phase - 2, Hitech City, Madhapur, Hyderabad Ward No.18, Janaki Enclave, Karmanghat, Sagar Road. RTO Complex, Khairatabad, Hyderabad - 500004 Near Rythu Bazar, KPHB Colony Municipal Ward Office, Near Bus Stop, Kukatpally, R.R.Dist. HMWS&SB Site, Beside Yashoda Hospital, Malakpet, Hyderabad 500 014 HMWS&SB Site, Opp. St. Anns High School, Maredpally, Secunderabad500026 Meerpet, Near Kapra. C.C. Counters of APTransco, Mint Compound, Saifabad, Hyderabad - 500 004 ‘X’ Roads, Miyapur, Hyderabad MCH Community Hall, Besides Newtons Public School, Mothinagar, Ranga Reddy Dist. HMWS&SB Site, Musheerabad X Roads, Hyderabad - 500 020 Neredmet, Malakjigiri, Hyderabad HMWS&SB Site, Near Shivam, New Nallakunta, Hyderabad 500044 ERO office, Paradise , Secunderabad Near Rythu Bazaar, Qutubullapur, Ranga Reddy Dist. Near Ward Office, Municipal Building, Rajendranagar, Hyderabad. Municipal Administration Office, APSRTC Colony, Ramanthapur, Ranga Reddy Dist. MCH Site, Community Hall, Ramnagar, Hyderabad - 500 044 AP Transco Site, Rethibowli, Mehdipatnam, Hyderabad-500 037
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16 17 18 19 20 21
Hitech City Karmanghat Khairtabad KPHB Kukatpally Malakpet
32952084 32952106 32952054 32952100 32952061 32952101
22 23 24 25 26 27 28 29 30 31 32 33
Marredpally Meerpet Mint Compound Miyapur Mothinagar Musheerabad X road Nallakunta Neredmut New Nallakunta Paradise Qutubullapur Rajendranagar
32952060 32952062 32952063 32952058 32952057 32952059 32952064 32952103 32952066 32952067 32952068 32952069
34
Ramanthapur
32952071
35
Ramnagar
32952070
36
Rethibowli
32952072
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HMWS&SB Site, S.R.Nagar X Roads, Hyderabad - 500 038 ERO Office, Sanathanagar. HMWS&SB Site, Adj. To CRIDA, Edi Bazaar, Santosh Nagar, Hyderabad - 500 059 ERO Office, APCPDCL, Saroornagar, Ranga Reddy Dist. HMWS&SB Site, Near Water Tank, Seetaphalmandi, Secunderabad - 500 361 Near Water Tank, Snehapuri Colony, Kapra Municipality Srinivasanagar Enclave, Jagadgirigutta APTransco Site, Sultan Bazar, Opp.Koti Womens College, Koti RTA Fast Track Office, Tirumalgiri, Secunderabad - 500 015 Behind Red Water Tank, NGO's Colony, Vanasthalipuram, Ranga Reddy Dist., Municipal Building, Qutbullapur Municipality, Hyderabad. M.R.O.Complex, Near Govt. School, Vijayanagar Colony, Hyderabad - 500057 M.R.O.Complex
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37 38 39 40 41 42 43 44 45 46 47 48 49
S.R.Nagar Sanathnagar Santosh Nagar Saroornagar Seethaphalmandi Snehapuri Srinivasanagar Sultan Bazar Tirumalgiri Vanasthalipuram Venkateshwara Enclave Vijayanagar Colony Tandur
32952077 32952075 32952076 32952098 32952078 32952107 32952074
32952080 32952082 32952083 32952081
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