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					e-Governance in Emigration   RFP Vol-I   Govt. of India
e-Governance in Emigration                           RFP Vol-I    Govt. of India




Table of Contents

1.       Introduction                                                               8
2.       Project Charter                                                           10
         2.1     Project vision                                                    10
         2.2     Project objectives                                                10
3.       Current Emigration Ecosystem                                              11
4.       Envisioned Emigration Ecosystem                                           12
         4.1     Key components                                                    12
         4.2     Emigrant lifecycle                                                14
         4.3     Stakeholders in the emigration ecosystem                          15
         4.4     Emigration processes                                              17
5.       Scope of Work for the Implementation Agency                               20
6.       Implementation Model                                                      24
7.       Project Timelines and Deliverables                                        26
8.       Solution Architecture and Requirements                                    34
         8.1     Solution architecture                                             34
                 8.1.1 Users                                                       35
                 8.1.2 Access channels                                             38
                 8.1.3 Gateways                                                    38
                 8.1.4 Presentation layer                                          39
                 8.1.5 Business services layer                                     39
                 8.1.6 Security layer and strategic controls                       42
                 8.1.7 Data layer                                                  43
                 8.1.8 Monitoring Services                                         43
         8.2     Solution deployment architecture                                  43
         8.3     Presentation layer (User Interface)                               44
                 8.3.1 External users                                              44
                 8.3.2 VPN users                                                   45
                 8.3.3 WAN users                                                   46
         8.4     Business logic layer                                              47
         8.5     Database layer                                                    47
         8.6     Architectural requirements                                        48
9.       Functional Requirements                                                   51
         9.1     eMigrate application                                              51
                 9.1.1 Demand approval service                                     51
                 9.1.2 Emigrant registration service                               55
                 9.1.3 Student registration service                                62
                 9.1.4 Emigrant/student tracking service                           65
                 9.1.5 Insurance facilitation service                              66
                 9.1.6 RA registration service                                     67
                 9.1.7 RA renewal service                                          74
                 9.1.8 EA registration                                             77
                 9.1.9 RA audit service                                            79
                 9.1.10 RA/EA rating service                                       80
                 9.1.11 FE accreditation service                                   82
                 9.1.12 PE accreditation service                                   84
                 9.1.13 FE/PE rating service                                       87
                 9.1.14 Agent de-registration / suspension service                 89
                 9.1.15 Employer de-accreditation/blacklisting service             90
                 9.1.16 Grievance management service                               92


Ministry of Overseas Indian Affairs                                                     1
e-Governance in Emigration                             RFP Vol-I    Govt. of India



                  9.1.17 Digital certificate management service                     94
                  9.1.18 User administration service                                97
                  9.1.19 Configuration management service                           99
                  9.1.20 MIS service                                               100
                  9.1.21 Document Management Service                               102
                  9.1.22 Authentication service                                    103
                  9.1.23 Information dossier service                               104
                  9.1.24 Email service                                             107
                  9.1.25 General specifications                                    107
         9.2      Content Management System                                        108
         9.3      Host based security system                                       109
         9.4      Kiosks                                                           110
10.      Technical Requirements                                                    112
         10.1     Infrastructure requirements                                      112
                  10.1.1 Data center and disaster recovery center requirements 112
                  10.1.2 Network requirements                                     114
                  10.1.3 Server requirements                                      118
                  10.1.4 Security requirements                                    118
         10.2     External interface requirements                                  121
                  10.2.1 Interface with the passport application                  122
                  10.2.2 Interface with the immigration application               123
                  10.2.3 Interface with online banking gateway                    124
         10.3     Identity card requirements                                       125
11.      Operational Requirements                                                 127
         11.1     Project management requirements                                  127
         11.2     Change management requirements                                   128
         11.3     Operations and maintenance requirements                          138
                  11.3.1 Application management                                   138
                  11.3.2 Infrastructure Management                                139
                  11.3.3 Network management                                       141
                  11.3.4 Business continuity management                           143
                  Provide necessary support to MOIA in ensuring business continuity
                           at end-user locations                                  143
                  11.3.5 Helpdesk support                                         143
                  11.3.6 Implementation of SLA monitoring system                  143
                  11.3.7 Kiosk operations                                         144
         11.4     Manpower deployment requirements                                 145
         11.5     Data and information security requirements                       146
                  11.5.1 Inventory of assets                                      146
                  11.5.2 Information classification                               146
                  11.5.3 Human resource security                                  147
                  11.5.4 Physical and environmental security                      147
                  11.5.5 Communications and operations management                 148
                  11.5.6 Access control                                           148
         11.6     Documentation requirements                                       148
12.      Data Migration and Digitization Requirements                             149
13.      Requirements for Adherence to Standards                                  151
14.      Service Level Agreements                                                 152
         14.1     Continuous improvement in Service Levels                         160
15.      Acceptance Testing, Audit and Certification                              161
16.      Program Governance                                                       163
16.1     Steering Committee                                                        163

Ministry of Overseas Indian Affairs                                                      2
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16.2     Program Management Unit                                                     163
16.3     IA program management requirements                                          164

A        Emigration related data                                                     161
B        MOIA strategic control requirements                                         162
C        Number of emigration kiosks to be setup                                     167
D        Restricted and non-restricted areas of the eMigrate application             169
E        Hardware and software requirements                                          170
F        Process Maps                                                                172
G        Emigration forms                                                            190
H        RA Registration Form                                                        194




Ministry of Overseas Indian Affairs                                                        3
e-Governance in Emigration                               RFP Vol-I        Govt. of India




                                          Definitions

          Term                                     Definition

                        Any citizen of India who intends to depart out of India for
Emigrant
                        taking up employment in any country outside India

                        Departure of any Indian citizen for employment in any country
Emigration
                        or place outside India

Emigration
                        Independent body proposed to be set up to strengthen the
Management
                        governance mechanism in the emigration system
Authority

Employer/Foreign        Any person providing or offering to provide, employment in any
Employer                country or place outside India

Enrolment agent/        Person/agency engaged in the business of providing overseas
agency                  education consultancy

                        External users include emigrants, students and external
External users
                        applications (passport and immigration applications)

                        Internal government stakeholders in the emigration ecosystem.
Internal users          These include MOIA, PGoE, PoE, Emigration Management
                        Authority, Indian Mission, ICOE and OWRC

Ministry of
Overseas Indian         Ministry administering the Emigration Act, 1983
Affairs

Non-notified
                        All countries other than the notified countries
countries

                        Countries specified by Central Government by notification
Notified countries      which are perceived to be less labor-friendly and emigration to
                        which will be subjected to extra checks

                        Stakeholders envisaged to be partnering with MOIA under the
Partners                new scheme of business processes. These include recruiting
                        agents, enrolment agents, foreign employers and project



Ministry of Overseas Indian Affairs                                                        4
e-Governance in Emigration                               RFP Vol-I     Govt. of India




       Term                                        Definition

                        exporters.

                        Indian organization which recruits and sends workers for
Project Exporter
                        overseas projects

Protector General       Statutory authority responsible for enforcing the Emigration
of Emigrants            Act, 1983

                        Statutory authority under the supervision and control of
Protector of
                        Protector General of Emigrants for enforcing the Emigration
Emigrants
                        Act, 1983

                        Person/agency engaged in the business of overseas recruitment
Recruiting Agent
                        in India on behalf of a foreign employer

                        Any citizen of India who intends to depart out of India for
Student
                        pursuing education in any country outside India

                        eMigrate application and entire infrastructure to be set up by
eMigrate solution
                        the IA

                        Date on which the eMigrate solution is made operational on the
                        production environment and becomes available for use to all
                        the identified stakeholders of the project post successful
Go-live
                        completion to the satisfaction of MOIA of acceptance testing by
                        the 3rd party audit agency or any other agency/ group
                        designated by MOIA

Table 1: Definitions




Ministry of Overseas Indian Affairs                                                       5
e-Governance in Emigration                               RFP Vol-I   Govt. of India




                                        Abbreviations

     Abbreviation                                 Description

3PAA                   3rd party audit agency

BPR                    Business Process Reengineering

CBT                    Computer Based Training

DC                     Data Center

DIT                    Department of Information Technology

DRC                    Disaster Recovery Center

ECNR                   Emigration Check Not Required

ECR                    Emigration Check Required

EMA                    Emigration Management Authority

FE                     Foreign Employer

IA                     Implementation Agency

ICOE                   Indian Council for Overseas Employment

IM                     Indian Mission

MEA                    Ministry of External Affairs

MHA                    Ministry of Home Affairs

MIS                    Management Information System

MOIA                   Ministry of Overseas Indian Affairs

NIC                    National Informatics Centre

OWRC                   Overseas Workers Resource Centre


PBBY                   Pravasi Bharatiya Bima Yojana



Ministry of Overseas Indian Affairs                                                   6
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     Abbreviation                                Description

PGoE                   Protector General of Emigrants

PMU                    Program Management Unit

PoE                    Protector of Emigrants

RA                     Recruiting Agent

RFP                    Request For Proposal

SC                     Steering Committee

SDD                    Software Design Document

SRS                    Software Requirements Specification

UAT                    User Acceptance Testing

UID                    Unique Identification

WAN                    Wide Area Network

Table 2: Abbreviations




Ministry of Overseas Indian Affairs                                                  7
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1.     INTRODUCTION

Over the years the number of Indians going outside the country has been steadily
increasing. The contribution of these emigrants is significant in terms of the remittances
sent by them. The Ministry of Overseas Indian Affairs (MOIA), which is responsible for the
welfare and protection of these emigrants, has recognized the use of Information
Technology for meeting the department’s objectives with respect to protection of
emigrants and resolving many problems being faced by other stakeholders in the
emigration ecosystem.

As a first step in designing the project, MOIA engaged the National Institute for Smart
Government (NISG) for studying the existing system of Emigration in India and the global
best practices and for making suitable recommendations on establishing a redesigned
system that can fulfill the above objective.

To implement the above recommendations, MOIA has decided that it will engage a
professional agency that will implement the proposed system as well as operate &
maintain it on a Government financed model as specified in this RFP.            It is to be
emphasized here that MOIA is looking at this engagement where the implementation
agency shall procure and install hardware, develop and deploy software and maintain
the entire system for a period of five years from the date of the system “Go-Live”. To
that end the specifications laid out in this RFP are indicated as the minimum
requirement whereas the bidders are expected to focus on the objectives of this
project and formulate their solution offerings in a manner that enables achieving those
objectives both in letter as well as spirit.

This RFP is meant to invite proposals from interested companies capable of delivering the
services described herein. The content of this RFP has been documented as a set of three
volumes explained below:

Volume I (Functional, Technical and Operational Requirements): Volume I of RFP
intends to bring out all the details with respect to solution and other requirements that
MOIA deems necessary to share with the potential bidders. The information set out in this
volume has been broadly categorized as Functional, Technical, and Operational covering
multiple aspects of the requirements.

Volume II (Commercial and Bidding Terms): Volume II of RFP purports to detail out all
that may be needed by the potential bidders to understand the scope of work, project
implementation approach, commercial terms and bidding process details.



Ministry of Overseas Indian Affairs                                                      8
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Volume III (Contractual and Legal Specifications): Volume III of RFP is essentially devoted
to explain the contractual terms that MOIA wishes to specify at this stage. It also includes
a draft of Master Services Agreement.

This volume is Volume I.




Ministry of Overseas Indian Affairs                                                       9
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2.      Project charter

2.1     Project vision

The vision statement driving this initiative is:

“To transform emigration into a simple, transparent, orderly and humane process”


2.2     Project objectives

The objectives of the project are as follows:

1    Design and implement processes and applications that help emigration system achieve
     the project vision

2    Bring changes in processes and technology which result in significant improvement in
     the overall experience of an emigrant worker by enhancing the quality of services to
     emigrant workers

3    Introduce systems that simplify different processes in the emigration cycle and improve
     their effectiveness

4    Establish interfaces among key stakeholders that are easy to access and interoperable




Ministry of Overseas Indian Affairs                                                      10
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3.      CURRENT EMIGRATION ECOSYSTEM

The current emigration ecosystem is governed by the Emigration Act, 1983 which provides
a regulatory framework for emigration of Indian workers for contractual overseas
employment and seeks to safeguard their interests and ensure their welfare.

The Act primarily mandates duties of emigrants, recruiters and PGoE

1. Emigrant: The Act mandates that workers seeking contractual employment abroad
     should obtain emigration clearance

2. Recruiter: The Act mandates that no recruiter can undertake recruitment of Indians
     for employment abroad without obtaining registration

3. PGoE: The Act shall be enforced by a Protector General of Emigrants (PGoE) who shall
     be responsible for providing clearance to emigrants as well as registering recruiters

With a view to facilitate the movement of people, certain categories of persons have been
exempted from the requirement of obtaining emigration clearance and have been placed
under ‘Emigration Check Not Required (ECNR)’ category. Furthermore, destination
countries have been placed under ECR and ECNR country categories. Emigration clearance
is required only when a person traveling for employment has an ECR passport and he/she
is traveling to an ECR country.




                    Indian Citizens                                  Countries
                                      Emigration
                                      Clearance
                ECR                   Required               ECR
                Category                                     Category
                Citizens                                     Countries




Figure 1: Emigration clearance




Ministry of Overseas Indian Affairs                                                          11
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4.      ENVISIONED EMIGRATION ECOSYSTEM

4.1     Key components

The key components of the envisioned emigration ecosystem are described below:

 1. Setup of independent Emigration Management Authority (EMA): In order to
       strengthen the governance mechanism in the emigration system, the PGoE/PoE setup
       shall be done away with and an independent Emigration Management Authority shall
       be constituted. (Note: This change is being facilitated through a legal intervention
       and thus the work of IA may start under the existing structure of PGoE/PoE)

      The authority shall have the following mandate:

       1.1. Policy advise: EMA would assist MOIA in policy formulation. Some of the key
           policy areas where the EMA would make recommendations to MOIA include:

          1.1.1. Service charges taken by RAs

          1.1.2. Criteria for RA/EA registration

          1.1.3. Terms of labor contracts

          1.1.4. Criteria for empanelment of auditors

          1.1.5. Criteria for empanelment of training institutes

       1.2. Regulation: EMA would be responsible for registering, de-registering, suspending
           and monitoring RAs and EAs (Enrolment Agencies). It would empanel a set of
           independent auditors for performing a periodic audit of RA operations.

       1.3. EMA shall also be responsible for regulation of recruiters – accreditation, de-
           accreditation/ blacklisting of FEs and PEs.

       1.4. Enforcement: EMA would be responsible for improving the enforcement of law
           for preventing illegal migration and would have the power to take action against
           illegal agents. The EMA would monitor overseas job advertisements on print,
           broadcast and television to identify instances of illegal recruitment

       1.5. Standard setting: EMA would set operational standards for RAs/EAs/PEs in tune
           with the emigration policy and regulation. RAs would be required to comply with
           these standards and would be periodically monitored.


Ministry of Overseas Indian Affairs                                                      12
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     1.6. Rating of RAs, EAs, FEs and PEs: EMA would rate RAs, EAs, FEs and PEs based on
          their performance and services rendered to emigrants and/or students.

     1.7. Training to RAs: EMA would empanel a set of training institutes for imparting
          trainings to RAs on emigration rules and procedures. This training would be
          mandatory at the time of RA registration.

     1.8. Dispute settlement: EMA chairman would serve as appellate authority for any
          appeals against the orders of EMA.

     1.9. Grievance redressal: EMA would be responsible for handling emigrant and
          student grievances. It would have the authority to summon and enforce the
          attendance of parties involved in the case. Besides, it would have powers to
          impose financial penalties and/or de-register/de-accredit/suspend RAs/FEs/PEs
          in case of proven harassment of the worker by RA/FE/PE.

 2. No ECR/ECNR distinction: In order to effectively protect the welfare of all Indian
     emigrants, the ECR/ECNR distinction of citizens (and thereby passports) shall be
     done away with. All emigrants, therefore, would be required to register with MOIA
     before departing to a foreign country for employment. However, countries shall be
     categorized as notified and non-notified countries. Notified countries would be those
     where labor laws and/or conditions are perceived to be less labor friendly. MOIA
     shall classify the countries as notified / non-notified countries.

 3. Revamping of emigration clearance mechanism: The present emigration clearance
     mechanism entails the Protector of Emigrants (PoE) to physically stamp the
     emigration clearance on each passport. This process shall be facilitated through a
     secure online (using internet) mode to achieve efficiencies.

 4. Greater accountability for RAs: A key objective of the project has been to assign
     accountability and facilitate efficient delivery of emigration services to an emigrant.
     In the envisaged emigration ecosystem, RAs shall be made completely accountable
     for workers who have been recruited by them. It would be an RA’s responsibility to
     ensure that:

     4.1. All emigrations taking place through him comply with emigration rules and
          guidelines set by MOIA and/ or its appointed agencies.

     4.2. All emigrants serviced by him are registered into the prescribed emigration
          system



Ministry of Overseas Indian Affairs                                                      13
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       To ensure a higher rate of compliance for the above, a scheme of incentives and
       penalties shall be introduced. RAs shall be assessed and rated periodically by MOIA (or
       an agency appointed by MOIA) on certain parameters. The rating would determine
       incentive payouts to the RA or conversely imposition of penalties.

     5. Extension of coverage to students and enrolment agencies1: Students and enrolments
          agencies would also form a part of the envisioned emigration ecosystem. Students
          would be required to register themselves with MOIA before departure to foreign
          country for education. Enrolment agencies would be required to register with MOIA
          prior to conduction education consultancy business.


4.2         Emigrant lifecycle

The following figure depicts the emigrant lifecycle in the envisioned emigration
ecosystem:




Figure 2: Emigrant lifecycle


1
     Being pursued through a legislative intervention

    Ministry of Overseas Indian Affairs                                                    14
e-Governance in Emigration                                       RFP Vol-I    Govt. of India



4.3      Stakeholders in the emigration ecosystem

The key stakeholders and their roles in the envisioned emigration ecosystem are
highlighted below:

 S.No.        Stakeholder                 Role/Services provided in the Emigration System

  1        MOIA                       •    Policy Formulation

                                      •    Registration of RAs/EAs
                                      •    Accreditation of employers
                                      •    Blacklisting/ de-registration/ de-accreditation of
                                           RAs/ EAs
                                      •    Standard setting
  2        PGoE/ PoE / EMA
                                      •    Monitoring of performance of employers, RAs, EAs
                                      •    Rating of employers, RAs, EAs
                                      •    Preventing illegal emigration
                                      •    Information dissemination
                                      •    Grievance redressal

                                      •    Selecting Indian workers for FEs
                                      •    Facilitation in obtaining visa, emigrant
                                           registration, travel documents, insurance policy
  3        Recruiting Agent
                                      •    Coordinating with MOIA/ PGoE / EMA in overseas
                                           employment regulation and promotion
                                      •    Facilitation in registration of insurance claims

                                      •    Facilitation in obtaining admission to overseas
  4        Enrolment Agent
                                           education institutions

                                      •    Accreditation of FEs
           Indian Missions,
  5                                   •    Rating of FEs
           MEA
                                      •    Addressing grievances of emigrants

                                      •    Obtaining demand approvals for hiring Indian
           Foreign
                                           citizens
  6        Employer/Project
                                      •    Hiring Indian citizens for overseas work
           Exporter
                                      •    Facilitation in emigrant registration

  7        Emigrant                   •    Works overseas




Ministry of Overseas Indian Affairs                                                             15
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 S.No.        Stakeholder                 Role/Services provided in the Emigration System

  8       Student                     •    Studies overseas

          Passport Issuing
  9                                   •    Issuing passport to citizens
          Authority, MEA

                                      •    Verification of travel documents (e.g. passport,
          Immigration Check                visa) and emigrant/student registration status
  10
          Posts (BoI, MHA)            •    Coordinating with MOIA/ PGoE/ EMA in sharing
                                           emigration relevant data

          State Labor                 •    Conducting trainings for potential emigrants
          department/ State           •    Coordinating with MOIA/ PGoE/ EMA in overseas
  11
          employment                       employment regulation and enforcement of
          exchange                         emigration laws

                                      •    Verification of RA antecedents during registration
          State Police
  12                                       and renewal
          department
                                      •    Handle complaints against RAs/EAs

  13      Airlines                    •    Providing means of travel to Indian workers

                                      •    Providing insurance (PBBY) to emigrants as per
  14      Insurance Agencies
                                           MOIA guidelines

  15      OWRC                        •    Capturing emigrant grievances

                                      •    Labor market trend analysis
  16      ICOE
                                      •    Conducting marketing missions

          Government
                                      •    Policy making for labor / employment regulation
  17      agencies in the
                                      •    Facilitation of International migration
          foreign countries

Table 3: Stakeholders in the emigration ecosystem




Ministry of Overseas Indian Affairs                                                             16
e-Governance in Emigration                                RFP Vol-I     Govt. of India




4.4     Emigration processes

The following table presents a list of emigration processes that will be enabled through
the eMigrate solution:

      Process                                     Objective

                             Emigration Management Processes

                    •   The objective of this process is to ascertain the validity of
      Demand
                        demand for recruiting Indian workers (Refer annexure F.1 for
      Approval
                        process map)

                    •   The objective of this process is to ensure that all Indian
      Emigrant
                        emigrants are registered with MOIA before they leave the
  registration
                        country (Refer annexure F.2 for process map)

                    •   The objective of this process is to ensure that all Indian
      Student
                        students are registered with MOIA before they leave the
  registration
                        country (Refer annexure F.3 for process map)

                    •   The objective of this process is to verify the authenticity of
                        travel documents and ascertain if a work visa/student visa
  Immigration
                        holder is registered with MOIA. (Refer annexure F.4 for process
                        map)

   Emigrant/        •   The objective of this process is to track whether an
      student           emigrant/student has returned to India (Refer annexure F.5 for
       return           process map)

                    •   The objective of this process is to assist in claiming of insured
                        amount in case an emigrant (who had purchased a PBBY
   Insurance
                        insurance policy) meets with any eventuality (covered by the
  facilitation
                        policy) in the overseas location (Refer annexure F.6 for process
                        map)

                               Agent Management Processes

                    •   The objective of this process is to authorize a firm/company to
        RA
                        conduct overseas recruitment (Refer annexure F.7 for process
  Registration
                        map)



Ministry of Overseas Indian Affairs                                                         17
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    Process                                       Objective

                    •   The objective of this process is to authorize a firm/company to
       EA
                        conduct overseas education consultancy (Refer annexure F.7 for
  registration
                        process map)

                    •   The objective of this process is to renew authorization of an
  RA renewal            existing RA to conduct overseas recruitment (Refer annexure
                        F.8 for process map)

                    •   The objective of the periodic audit is to check the adherence of
    RA audit            RAs to the guidelines set by MOIA and/ or its designated
                        agencies (Refer annexure F.9 for process map)

                    •   The objective of this process is to rate RAs/EAs on their
 RA/EA rating
                        performance. (Refer annexure F.10 for process map)

                    •   The objectives of this process is to temporarily prohibit an
     Agent
                        agent (RA/ EA) from operating (Refer annexure F.11 for process
  suspension
                        map)

   Agent de-        •   The objective of this process is to revoke registration status of
  registration          an RA/EA (Refer annexure F.12 for process map)

                               Employer Management services

                    •   The objective of this process is to authorize an FE to recruit
       FE
                        Indian citizens for overseas jobs (Refer annexure F.12 for
 accreditation
                        process map)

                    •   The objective of this process is to authorize a PE to recruit
       PE
                        Indian citizens for overseas jobs (Refer annexure F.13 for
 accreditation
                        process map)

                    •   The objective of this process is to evaluate and rate FE/ PE
 FE/PE rating           based upon their conduct. (Refer annexure F.14 for process
                        map)

                    •   The objective of this process is to temporarily prohibit an
   Employer
                        FE/PE from recruiting Indian citizens (Refer annexure F.15 for
  blacklisting
                        process map)

 Employer de-       •   The objective of this process is to revoke the accreditation


Ministry of Overseas Indian Affairs                                                         18
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    Process                                       Objective

 accreditation          status of an FE/ PE (Refer annexure F.15 for process map)


                                      Other processes

                    •   The objective of this process is to effectively redress the
   Grievance
                        grievances of various stakeholders in the emigration system
 Management
                        (Refer annexure F.16 for process map)

Table 4: Emigration processes




Ministry of Overseas Indian Affairs                                                      19
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5.      SCOPE OF WORK FOR THE IMPLEMENTATION AGENCY

The scope of work for the implementation agency as part of the eMigrate project shall
include:

1 Requirements gathering and SRS preparation: The IA shall gather and document
     system requirements in a comprehensive manner for the services listed in section
     8.1.5. IA shall prepare a Software Requirements Specifications (SRS) document based
     on the functional requirements specified in section 9, its own assessment and in
     consultation with MOIA and its representatives. It is planned that the IA shall have
     detailed interactions with various stakeholders at the following sites:

       1.1. Delhi (Interactions with MOIA, PGoE, PoE, MHA/ Immigration counter officials,
           MEA Passport officials, any other agency/ group that MOIA may desire to add)

       1.2. Two domestic locations, in addition to Delhi, as identified by MOIA (Interactions
           with PoEs, RAs, EAs, Immigration counter officials, any other agency/ group that
           MOIA may desire to add)

       1.3. Two overseas locations, as identified by MOIA (Interactions with Indian Mission
           officials, emigrants, foreign employers, any other agency/ group that MOIA may
           desire to add)

     IA would need to obtain a final sign-off from MOIA on the requirements gathered and
     SRS before proceeding with the design and development of the eMigrate solution.

     It must be noted that

     a) The requirements and specifications provided as part of this RFP are intended to
        describe salient aspects of the IA’s scope of work and provide sufficient
        understanding to the bidders for preparing proposals and should not be considered
        as exhaustive. The requirements will have to be detailed further as part of SRS
        preparation.

     b) Certain changes to the emigration ecosystem are being pursued through a
        legislative intervention. Amongst these the key changes that impact the
        eMigrate project include introduction of Emigration Management Authority,
        mandatory student registration and mandatory enrolment agency registration.

        Thus, IA should consider the following activities as a future requirement
        though these shall be a part of the scope for bidding purposes):


Ministry of Overseas Indian Affairs                                                       20
e-Governance in Emigration                             RFP Vol-I    Govt. of India



     •   Functionality for student registration

     •   Functionality for enrolment agency registration

     •   Implementation of relevant changes in the eMigrate application necessitated
         by the     introduction of EMA (this includes, but is not limited to, making
         changes to relevant modules reflecting shifting of role and responsibility
         from PGoE/ PoE to EMA, preparing roll-out strategy, rolling-out of changes
         etc.)

2 Design, development and testing of eMigrate application: IA shall design, develop
   and test the eMigrate application for meeting the system requirement specifications
   finalized for the services.

   The solution design shall include the design of application architecture, information
   architecture, network architecture, deployment architecture, security architecture
   etc. On the basis of the application design signed off by MOIA or its representative,
   the individual applications shall be modeled and designed using relevant modeling and
   design languages like UML. The IA shall use the signed off design for the development
   of the eMigrate application software. IA shall also be responsible for designing the
   testing strategy including preparation of test plan and test cases and conducting unit
   testing of various modules, integration testing, load testing, performance testing etc.

   The acceptance testing of the eMigrate application shall be done by a 3rd party audit
   agency appointed by MOIA. IA shall provide all necessary support, including setting up
   the required test environment, making seating arrangements and providing suitable
   computer systems & peripherals, to the agency for conducting acceptance testing.

   It must be noted that MOIA shall own the data and the IPR for the eMigrate
   application and all its related components (Refer Annexure B)

3 Migration of legacy data: IA shall be responsible for digitization and migration of data
   from existing data sources to the eMigrate application being developed as part of this
   project (Refer section 12 for details).

   A 3rd party audit agency appointed by MOIA shall audit and approve the migration
   strategy, plan, process adopted and results of the migration.

4 Setting up of data center and disaster recovery center: IA shall be responsible for
   establishing fully equipped Data Center (DC) and Disaster Recovery Center (DRC)




Ministry of Overseas Indian Affairs                                                      21
e-Governance in Emigration                            RFP Vol-I     Govt. of India



   meeting the specifications provided in section 10.1.1. IA must adhere to the best
   practices of Tier-2 and above norms of TIA 942 guidelines for setting up DC and DRC.

   Space for housing the data center and disaster recovery center shall need to be
   procured/ leased by the IA. IA shall consult MOIA and/or its designated agency/ group
   before finalizing the sites for DC and DRC. IA shall also provide adequate staff2 to
   operate and manage the functioning of DC and DRC at desired levels.

5 Procurement, installation, configuration and commissioning of server side
   hardware: IA shall supply all necessary hardware (servers, load balancers, SAN storage
   systems etc.) and related software for the MOIA data center and disaster recovery
   center and shall also be responsible for commissioning the hardware ready to host the
   eMigrate application. IA shall also supply all necessary hardware and software for setup
   of eMigrate application staging environment. Bidders shall need to perform an
   independent assessment of the infrastructure requirements for the eMigrate system
   and provide a detailed BOM, as part of their proposal, which shall         fulfill the SLA
   requirements specified in section 14.

   A 3rd party audit agency appointed by MOIA shall review the conformity of the server-
   side hardware supplied by IA with the requirements and specifications provided in the
   RFP and/or as proposed in the proposal submitted by the IA.

   It must be noted that all system hardware and software would have to be owned by
   MOIA.

6 Procurement, installation, configuration and commissioning of WAN network: IA
   shall setup a WAN connecting various stakeholders, as detailed in section 10.1.2. IA
   shall perform a field study to ascertain the actual requirement of various devices for
   WAN infrastructure.

   A 3rd party audit agency appointed by MOIA shall review the conformity of the WAN
   setup by IA with the requirements and specifications provided in the RFP and/or as
   proposed in the proposal submitted by the IA.

   It must be noted that all system hardware and software would have to be owned by
   MOIA.

7 Procurement, installation, configuration, commissioning of kiosks at international
   airports: IA shall supply all necessary hardware (computer, printers, stationary, UPS,
   other related peripherals etc.), and related software for emigration kiosks and shall be



Ministry of Overseas Indian Affairs                                                       22
e-Governance in Emigration                                 RFP Vol-I     Govt. of India



       responsible for commissioning the hardware ready at various international airports. IA
       shall also be responsible for procurement/leasing of space for setting up kiosks at
       various international airports.

       The minimum number of kiosks that need to be setup to handle the estimated load has
       been provided in Annexure C. IA would be required, as part of the scope, to scale up
       the number of kiosks by upto 25%, if required, depending upon the actual volume of
       transactions and the actual average time taken per transaction.

       It must be noted that the IA would not be allowed to explore any additional revenue
       generation options at kiosks. Additionally, the IA will not be allowed to use the kiosks
       for its own branding/ publicity and any branding at kiosks would be done by the IA as
       approved by and in accordance with the guidelines provided by MOIA.

8 Implementation of various change management initiatives: IA shall be responsible for
       implementing various change management interventions as detailed in section 11.2

9 Issuance of identity cards: IA shall be responsible for generation and issuance of
       identity cards to emigrants (traveling to notified countries) and students who register
       with MOIA through the eMigrate application. All emigrants and students shall be issued
       identity cards when they register with MOIA for the first time. The identity cards shall
       need to be couriered by the IA to the shipping address specified as part of the
       registration form.

10 Operations and Maintenance (O&M): IA shall be fully responsible for operations and
       maintenance of the eMigrate application, data center and disaster recovery center,
       network, emigration kiosks and any other component or facility being established by IA
       as part of this project. IA shall also deploy adequate staff and supply required
       stationary and other consumables for operating the kiosks at various international
       airports.

11 Warranty: IA shall provide comprehensive warranty for all IT and non-IT infrastructure,
       provided as part of the project, for a period of 5 years from the go-live date.

12 Support for acceptance testing and certification: IA shall provide adequate support
       to the 3rd Party Audit Agency or any other agency/ group appointed by MOIA for
       acceptance testing and certification of IA’s deliverables.

Note: IA shall be responsible for obtaining any statutory approval required for executing
any part of his work. MOIA may extend possible help in facilitating such approvals.

2
    Refer section 11.4

    Ministry of Overseas Indian Affairs                                                     23
e-Governance in Emigration                                 RFP Vol-I      Govt. of India




6.        IMPLEMENTATION MODEL

The eMigrate project is planned to be built and operated in an outsourced model. Such a
model would allow MOIA to address important factors such as MOIA’s ownership of the
eMigrate solution (refer Annexure B) and to benefit from specialized expertise of private
sector.

The following responsibility matrix depicts the broad aspects of the implementation
model:

                                                         Responsibility/ Ownership
 S.No                 Aspect
                                                          IA                           MOIA

           Implementation and
  1                                                       Yes                               -
           operation of the project

           Strategic control over the
  2                                                        -                               Yes
           project (refer Annexure B)

           Ownership of all IT
           infrastructure, eMigrate
  3                                                        -                               Yes
           application, system software
           and all related components

           Certification of the eMigrate                                        Yes (through a 3rd
  4        application and                                 -                        party audit
           infrastructure prior to go-live                                            agency)

                                                                                  Yes (through a
  5        Program governance                              -
                                                                                       PMU)

                                               No (though IA would be
                                              required to advise MOIA on
                                             suitability of the items being
           Procurement and setup of            procured with respect to
  6        client-end hardware,              those being installed by the                  Yes
           software and LAN                   IA and any other technical
                                                 aspect related to the
                                             procurement & installation
                                                       process)




Ministry of Overseas Indian Affairs                                                               24
e-Governance in Emigration                  RFP Vol-I   Govt. of India




                                          Responsibility/ Ownership
 S.No                 Aspect
                                           IA                        MOIA

         Setup of office infrastructure
  7      for EMA or any other agency       No                            Yes
         created by MOIA

Table 5: Implementation Model




Ministry of Overseas Indian Affairs                                            25
e-Governance in Emigration                                RFP Vol-I   Govt. of India




7.     PROJECT TIMELINES AND DELIVERABLES

The following table presents the expected project timelines:

                                                                                Time for
  #                                   Milestone
                                                                               completion

 Design, development and testing of eMigrate application

 1     Requirements study                                                     T + 6 weeks

 2     Preparation and submission of SRS document*                            T + 10 weeks

 3     Review and sign-off on SRS                                             T + 12 weeks

 4     Preparation and submission of Software Design Document (SDD)*          T + 14 weeks

 5     Review and sign-off on SDD                                             T + 16 weeks

 6     eMigrate application development, unit testing, integration            T + 48 weeks
       testing*

 7     Acceptance testing and certification by 3rd Party Audit Agency*        T + 56 weeks

 8     eMigrate application rollout and eMigrate system “Go-Live” (R)*        T + 58 weeks

 Migration and digitization of legacy data

 9     Preparation of data migration /digitization plan                       T + 36 weeks

 10    Migration /digitization of legacy data*                                T + 40 weeks

 11    Testing of eMigrate application with legacy data inputs                T + 48 weeks

 Supply, installation, configuration and commissioning of server side hardware

 12    Setup of data center and disaster recovery sites                       T + 28 weeks

 13    Procurement of server side hardware (and associated software)          T + 28 weeks

 14    Installation, configuration and commissioning of the hardware*         T + 36 weeks

 Procurement, installation, configuration and commissioning of kiosk hardware

 15    Procurement of kiosk hardware                                          T + 40 weeks

 16    Commissioning of kiosks at various international airports in the       T + 48 weeks
       country*



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                                                                                   Time for
 #                                    Milestone
                                                                                  completion

17      Testing of eMigrate application from kiosks                              T + 56 weeks

Procurement, installation, configuration and commissioning of WAN network

18      Procurement of network hardware                                          T + 28 weeks

19      Configuration and commissioning of the WAN network*                      T + 36 weeks

Implementation of change management initiatives

20      Sensitization/orientation training for key stakeholders*                 T + 48 weeks

21      Training on the new emigration ecosystem and the eMigrate
        application to PGoE/PoE, EMA, Ombudsman, Indian Missions,                T + 56 weeks
        FEs, RAs, MHA, MEA*

22      Development of training material (CBTs, workshop                         T + 56 weeks
        presentations, poster content)*

23      Running of ad/poster campaigns*                                          T + 60 weeks

24      Distribution of calendars across various villages*                       T + 60 weeks

Operation and Maintenance period

25      Overall eMigrate system maintenance (both application and                 R + 5 years
        hardware) support and operation & maintenance of data center,
        disaster recovery center and kiosks

Note:

     1. MOIA shall have the right to levy penalty of Rs.2.0lakh per week of delay in the
        milestones marked with (*) in the above table.

     2. Delay and its magnitude shall be assessed by MOIA and conveyed to IA for necessary
        action.

     3. MOIA shall not penalize IA for a delay attributable to MOIA.

     4. Delay in two or more milestones which do not have a direct consequential
        relationship shall be treated separately.

     5. Delay in two or more milestones which do have a direct consequential relationship
        shall be treated together only to the extent of time duration provided above.

Ministry of Overseas Indian Affairs                                                             27
e-Governance in Emigration                                RFP Vol-I      Govt. of India



The following table presents the project deliverables:

 #              Deliverable                                    Details

                                      The report will cover the following aspects:
                                      •   Project organization and management plan
                                      •   Software design and development plan
                                      •   Pre-commissioning, operational and user
                                          Acceptance Testing Plan
                                      •   Hardware design, delivery and installation plan
                                      •   Network design, delivery and installation plan
                                      •   Change management, Communication and
      Detailed project plan and           Training plan
 1
      inception report                •   Data migration plan
                                      •   Warranty service plan
                                      •   Risk management plan
                                      •   Business Continuity Plan
                                      •   Task, time, and resource schedules
                                      •   Quality assurance and control process details
                                      •   Technical and operational procedures which
                                          must include (but not limited to) detailing on
                                          methods, tools, techniques, SOP etc.

                                      The SRS document for the eMigrate application
                                      will cover the following aspects:
                                      •   Software Functionality Requirements
                                      •   Software Requirements Specifications and
                                          Customization Requirements Specifications
                                      •   Formats of all input (data entry) screens
      Software Requirement            •   Naming conventions followed for the tables
 2    Specifications (SRS)                and fields
      document                        •   Format of all reports that would be generated
                                          by the eMigrate application
                                      •   Access control mechanisms, data security
                                          requirements and audit trails to ensure that
                                          databases are not tampered or modified by
                                          unauthorized users
                                      •   External Interface Specifications



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 #              Deliverable                                     Details

                                      The SDD document for eMigrate application will
                                      cover the following aspects:
                                      •   High level design and architectural views
                                      •   User Interface design
                                      •   Logical and physical component mapping
                                      •   Collaboration & Sequence diagrams of
                                          components
                                      •   Details of validation rules and constraints
      Software Design Document
3                                         (Integrity / Check /Referential etc) to be
      (SDD)
                                          applied
                                      •   Business rules and processing logic used for all
                                          services
                                      •   All database structure and detailed description
                                          of fields and tables
                                      •   Data      flow    diagrams      (DFD’s)    &     entity-
                                          relationship (ER) diagrams
                                      •   Tools and techniques to be used

                                      This document will cover the following aspects:
                                      •   Hardware sizing and specifications based on
                                          application requirements, traffic and load,
      Detailed hardware and
                                          usability, scalability and performance
4     network design and
                                      •   Internal WAN design
      specifications
                                      •   Assistance in finding out suitable location for
                                          hosting the data center and disaster recovery
                                          sites

                                      This will be submitted to MOIA before finalizing
                                      the sites’ procurement and will include the
                                      following:
                                      •   Site location and building specifications
      Report on data center and
                                          including map and structural drawing
5     disaster recovery center
                                      •   Leasing arrangement and contract agreement
      sites
                                          draft between the IA and site owners (IA will
                                          be required to submit a copy of the final
                                          agreement and other relevant documents with
                                          MOIA)


Ministry of Overseas Indian Affairs                                                                  29
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 #               Deliverable                                   Details

      Hardware and network
                                      This document will certify the completion of
6     installation completion
                                      hardware and network installation
      report

                                      This document will cover the following aspects:
                                      •   Detailed test plans for comprehensive unit
      Unit and integration testing
7                                         testing of various eMigrate application modules
      plan
                                      •   Detailed test plans for comprehensive
                                          integration testing of eMigrate application

      Unit and integration testing    This document will detail unit and integration
8
      report                          tests conducted and their results

                                      This document will detail the interface
                                      characteristics of passport, immigration and
                                      online banking interfaces and documents &
                                      agreements between interface owners. It will
9     Interface control document
                                      contain information on both the physical and data
                                      element requirements that are necessary to make
                                      the transfer of information between systems
                                      feasible

      User acceptance testing
                                      This document will detail test plans for user
10 plan for 3rd party audit
                                      acceptance testing
      agency

                                      The roll out plan will cover the following:
                                      •   Roll out approach
                                      •   Key dependencies
11 Roll out plan
                                      •   KPIs for successful roll out
                                      •   Planned service disruption
                                      •   Roll back strategy

                                      This document will detail the change
                                      management, communication and training
      Change management               strategy in conformance with the need for change
12
      strategy                        interventions, communication and training as
                                      analyzed and agreed with MOIA and PMU




Ministry of Overseas Indian Affairs                                                         30
e-Governance in Emigration                                RFP Vol-I      Govt. of India




 #              Deliverable                                    Details

                                      Computer based trainings modules for:
                                      •   MOIA officials
                                      •   EMA officials (this needs to be developed once
                                          EMA is setup)
                                      •   RAs
      Computer-based trainings
13                                    •   EAs
      (CBTs)
                                      •   PGoE/ PoE/ OWRC
                                      •   MHA
                                      •   MEA
                                      •   FE/ PEs
                                      •   Online kit for emigrants/students

                                      This document will cover the following aspects:
                                      •   Procedure for running the CBTs/deploying
14 User manual for CBTs                   them on a Learning Management System (LMS)
                                      •   Procedure for making changes (e.g. text
                                          changes) to the CBT

      Implementation of various
15 change management                  •   Refer section 11.2
      initiatives

                                      •   This will be a set of different artifacts and
16 Communication package
                                          tools for communication

                                      This document will cover the following aspects:
                                      •   Workshops/training conducted
                                      •   Name/organization details of various
      Workshops/trainings
17                                        participants in the workshops/trainings
      completion report
                                      •   Feedback formats
                                      •   Procedure for making changes (e.g. text
                                          changes) to the CBT

                                      This document will cover in detail the procedures
                                      for operating various modules of the eMigrate
      Operational procedures
18                                    application
      manual




Ministry of Overseas Indian Affairs                                                        31
e-Governance in Emigration                              RFP Vol-I       Govt. of India




 #              Deliverable                                  Details

                                      This document will cover in detail the procedure
      Administration procedures
19                                    for administering various modules of the eMigrate
      manual
                                      application

                                      This document will detail out the security policy
                                      that will be applied to the eMigrate system and
      Security Policy and
20                                    operations, will also detail out different
      Procedures manual
                                      procedures and formats required for
                                      operationalizing the policy

                                      This document will detail the policy for ensuring
                                      MOIA’s strategic control over eMigrate project in
      Strategic Control policy and
21                                    general and eMigrate application and database in
      procedures manual
                                      particular, will also detail the procedures required
                                      for operationalizing the policy

                                      This document will cover the following aspects:
                                      •   Release notes for the application delivery
      Go-live/ application launch
22                                    •   Results of tests conducted on the eMigrate
      report
                                          application immediately post go-live
                                      •   Any issues/errors noted in the testing

                                      This document will cover the following aspects:
                                      •   Emergency response procedures
                                      •   Backup arrangements, procedures, and
23 Contingency plan document              responsibilities
                                      •   Disaster recovery procedures and
                                          responsibilities
                                      •   Business Continuity plan and procedures

                                      The periodic progress reports would summarize
                                      the following:
                                      •   Results accomplished during the prior period
                                      •   Cumulative deviations to date from schedule
24 Periodic progress reports
                                          of progress milestones as specified in the
                                          agreed and finalized project plan
                                      •   Corrective actions to be taken to return to
                                          planned schedule of progress; proposed



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 #              Deliverable                                 Details

                                          revisions to planned schedule
                                      •   Other issues and outstanding problems;
                                          proposed actions to be taken
                                      •   Resources that the IA expects to be provided
                                          by the MOIA and/or actions to be taken by the
                                          MOIA in the next reporting period




Ministry of Overseas Indian Affairs                                                       33
e-Governance in Emigration                             RFP Vol-I    Govt. of India




8.      SOLUTION ARCHITECTURE AND REQUIREMENTS

8.1     Solution architecture

The solution architecture for the eMigrate application is provided below:




Figure 3: Solution architecture

The key aspects of the architecture include:

•    Users

•    Access channels

•    Gateways

•    Presentation layer

•    Business services layer

•    Security layer

•    Data layer

•    Monitoring services



Ministry of Overseas Indian Affairs                                                  34
e-Governance in Emigration                                            RFP Vol-I       Govt. of India



8.1.1 Users

Various stakeholders in the emigration ecosystem would interact with the proposed
technology solution. The table below details the users and their interaction:

    Stakeholder            User type3                   Interaction for                 Access channel

                                              •   Submitting emigrant
                                                  registration form
      Emigrant           External user                                                       Internet
                                              •   Obtaining emigration
                                                  related information

                                              •   Submitting student
       Student           External user                                                       Internet
                                                  registration form

                                              •   Submitting RA registration
                                                  application form
                                              •   Submitting emigrant
                                                  registration form                       Internet (for
                                              •   Updating insurance claim                submitting RA
                                                  status in emigrant                       registration
                                                  eventuality cases                    application form)
          RA                Partner
                                              •   Obtaining updates on RA              Secured Intranet
                                                  registration application                (for all other
                                              •   Obtaining details about RA             functions, over
                                                  training, RA training exam                   VPN)
                                                  schedules
                                              •   Obtaining emigration
                                                  related information

                                                                                          Internet (for
                                                                                          submitting EA
                                              •   Submitting EA registration
                                                                                           registration
                                                  form
                                                                                       application form)
                                              •   Obtaining updates on EA
          EA                Partner                                                    Secured Intranet
                                                  registration application
                                                                                          (for all other
                                              •   Submitting student
                                                                                         functions, over
                                                  registration form
                                                                                               VPN)




3
    The ‘Partner’ and ‘Internal User’ user types shall be authenticated through separate user profile repositories

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e-Governance in Emigration                                  RFP Vol-I   Govt. of India




 Stakeholder          User type3              Interaction for             Access channel

                                                                           Internet (for
                                      •   Submitting FE                    submitting FE
                                          accreditation form               accreditation
                                      •   Submitting demand                     form)
      FE               Partner
                                          approval request               Secured Intranet
                                      •   Submitting emigrant              (for all other
                                          registration forms              functions, over
                                                                                VPN)

                                                                           Internet (for
                                      •   Submitting PE                    submitting PE
                                          accreditation form               accreditation
                                      •   Submitting demand                     form)
      PE               Partner
                                          approval request               Secured Intranet
                                      •   Submitting emigrant              (for all other
                                          registration form               functions, over
                                                                                VPN)

                                      •   Creating and updating
                                          dispute settlement cases
                                                                         Secured Intranet
                                      •   Generating MIS reports for
     MOIA           Internal User                                          (over internal
                                          analysis / policy planning
                                                                                WAN)
                                      •   eMigrate portal
                                          administration

                                      •   Updating RA registration
                                          application status
                                      •   Updating EA registration
                                          application status
                                      •   Updating PE registration
                                                                         Secured Intranet
                                          application
  PGoE/ PoE         Internal user                                          (over internal
                                      •   De-registering RA/EA/PE
                                                                                WAN)
                                      •   Updating insurance claim
                                          status in emigrant
                                          eventuality cases
                                      •   Updating RA ratings
                                      •   Updating RA audit findings



Ministry of Overseas Indian Affairs                                                         36
e-Governance in Emigration                                RFP Vol-I     Govt. of India




 Stakeholder          User type3              Interaction for             Access channel

                                      •   Updating RA training exam
                                          schedule
                                      •   Obtaining details about
                                          RAs/ FEs /PEs / EAs /
                                          emigrants/ students
                                      •   Recording grievances
                                      •   Updating grievance cases
                                          with the action taken
                                      •   Generating MIS reports

                                      •   Recording grievances
                                      •   Updating grievance cases
                                      •   Recording emigrant
                                          eventuality cases
                                      •   Updating insurance claim
    Indian                                status in emigrant             Secured Intranet
                    Internal user
    mission                               eventuality cases                  (over VPN)
                                      •   Updating FE accreditation
                                          applications
                                      •   Updating FE ratings
                                      •   De-accrediting FEs
                                      •   Generating MIS reports

                                                                        Dedicated leased
                                      •   Verifying whether an             line between
 Immigration
                    External user         emigrant/student is            immigration and
   counter
                                          registered with MOIA               MOIA data
                                                                               centers

                                      •   Recording grievances
                                      •   Obtaining details about        Secured Intranet
 OWRC, ICOE         Internal user         various application              (over internal
                                          statuses                             WAN)
                                      •   Generating MIS reports

                                      •   Validating passport details   Dedicated leased
   Passport                                                              line between
                    External user         provided by the user on         passport and
    system
                                          the eMigrate application         MOIA data
                                                                            centers



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    Stakeholder       User type3                 Interaction for           Access channel

                                       •   Submitting relevant
                                           accreditation form
     Insurance                                                                 Internet
                    External user      •   Submitting insurance claim
      agency
                                           returns every month or as
                                           decided by MOIA

*Apart from the above stakeholders/ users of the eMigrate system, there may be a requirement
for data/ information exchange with Government agencies in the foreign countries. MOIA desires
the eMigrate system to be capable of such a data/ information exchange and the IA is required to
factor this aspect in the system design and development.

8.1.2 Access channels

Access channels are the means through which information and services related to the
emigration will be available to the users. These include:

•    PC/Cyber cafe: External users would be able to access the non-restricted areas (refer
     Annexure D) of the application directly over internet. Users connected to the internal
     WAN and partners connecting over VPN would be able to access the application from
     their network PCs.

•    Kiosks: Kiosks would be setup at international airports to allow emigrants (going to
     non-notified countries) and students to register with MOIA /take a printout of their
     registration forms at the airport itself.

•    CSCs: Common service centers are being established across the country as a part of
     National eGovernance plan of Government of India. These CSCs serve as the front-end
     delivery points for Government, private and social sector services to rural citizens of
     India, in an integrated manner. It is proposed that the CSCs would also offer the
     emigrant and student registration services to citizens

8.1.3 Gateways

The eMigrate application shall employ the following gateways:

•    Web gateway: A web gateway allows exchange of HTTP messages with other computer
     systems. The eMigrate application would utilize a web gateway to allow users to access
     the application using browsers.




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•   XML gateway: An XML gateway allows exchange of XML messages with other computer
    systems. The eMigrate application would utilize an XML gateway to route XML messages
    to/ from external applications.

•   SMS gateway: An SMS gateway transforms application messages to mobile network
    traffic, and vice versa, allowing transmission and receipt of SMS messages. The
    eMigrate application would utilize an SMS gateway to send confirmations to emigrants
    upon completion of emigration registration. Stakeholders would be also provided an
    option to send queries using SMS.

•   SMTP gateway: An SMTP gateway provides the capability to send emails to internet-
    type email addresses. The eMigrate application would utilize an SMTP gateway to send
    emails to various stakeholders in order to update them on the status of their requests.

8.1.4 Presentation layer

The key components of the presentation layer include:

•   Personalization: The eMigrate application shall provide users with a customized and
    personalized front-end. It shall allow users to view the information & services based on
    the user category (citizen/ agent/employer/government official) and user preferences
    (color, presentation theme) providing the user with a better quality and richer
    experience.

•   Content Management: The eMigrate application shall serve as a platform for delivery
    of official information on emigration to various stakeholders. The eMigrate application
    would employ content management processes to ensure that the content delivered
    through the application are adhering to the uniform standards across the application.

•   Cache Management: Web caches shall be maintained on the web servers to store
    previous responses. Web caches reduce the amount of information that needs to be
    transmitted across the network, as information previously stored in the cache can
    often be re-used, especially in the case of large files like images. This reduces
    bandwidth and processing requirements of the web server, and helps to improve
    responsiveness for users of the web.

8.1.5 Business services layer

The eMigrate application shall offer the following services through a portal:

     Service                                     Details



Ministry of Overseas Indian Affairs                                                         39
e-Governance in Emigration                                RFP Vol-I     Govt. of India




    Service                                        Details

                             Emigration Management Services

                    •   Automates the demand approval process
                    •   Allows FE/PE to view previously approved demands
    Demand
                    •   Provides SMS facility for validating demand details
   Approval
                    •   Publishes demand details on portal for public access
                    •   Allow Indian Mission officials to disable/enable job ids

                    •   Allows emigrants (or RAs/FEs/PEs in case of emigration to
                        notified countries) to submit emigrant registration applications
                    •   Automates emigrant registration approval workflow
                    •   Allows emigrants to query their registration status and generate
   Emigrant
                        embarkation form
  registration
                    •   Allows external applications to obtain emigration registration
                        status
                    •   Allows FE/PEs to extend the validity of emigrant’s registration
                        (for an emigrant working in a notified country)

                    •   Allows students to register themselves using an online
                        mechanism
    Student         •   Allows students to query their registration status and generate
  registration          embarkation form
                    •   Allows external applications to obtain student registration
                        status

                    •   Allows updating of emigrant /student’s return to India
   Emigrant/
                    •   Sends quarterly requests to FE/PEs to update emigrant
    student
                        association status
    tracking
                    •   Allows FE/PEs to update emigrant association status

                    •   Allows recording of emigrant eventualities
   Insurance        •   Automates the insurance facilitation workflow
  facilitation      •   Automates capturing insurance claim returns from insurance
                        agencies

                                 Agent Management Services

       RA           •   Allows RAs to submit RA registration form online


Ministry of Overseas Indian Affairs                                                        40
e-Governance in Emigration                                 RFP Vol-I       Govt. of India




    Service                                        Details

  registration      •   Automates the RA registration workflow
                    •   Provides for automatic registration approval

                    •   Allows RAs to submit RA renewal form online
  RA renewal
                    •   Automates the RA renewal workflow

                    •   Allows EAs to submit EA registration form online
       EA
                    •   Automates the EA registration workflow
  registration
                    •   Provides for automatic registration approval

    RA audit        •   Allows capturing of RA audit findings


 RA/EA rating       •   Allows capturing of RA/EA ratings

   Agent de-
                    •   Allows de-registration / suspension of RA/EA
 registration /
                    •   Allows suspension status to be revoked
  suspension

                              Employer Management services

                    •   Allows FEs to submit FE accreditation form online
       FE
                    •   Automates the FE accreditation workflow
 accreditation
                    •   Provides for automatic FE accreditation approval

                    •   Allows PEs to submit PE accreditation form online
       PE
                    •   Automates the PE accreditation workflow
 accreditation
                    •   Provides for automatic PE accreditation approval

 FE/ PE rating      •   Allows PE ratings to be captured

 Employer de-
                    •   Allows de-accreditation/blacklisting of FE/PE
accreditation/
                    •   Allows de-accreditation/blacklisting status to be revoked
  blacklisting

                                      Common services

   Grievance        •   Allows capturing of stakeholder grievances
 management         •   Automates the grievance redressal workflow

     Digital        •   Allows    RA/EA/FE/PEs   to   register/        update   their   digital


Ministry of Overseas Indian Affairs                                                               41
e-Governance in Emigration                                 RFP Vol-I     Govt. of India




    Service                                         Details

   certificate          certificate credentials
 management         •   Allows IM officials to register/ update their digital certificate
                        credentials

      User
                    •   Allows creation/deactivation/updating of user accounts
 administratio
                    •   Provides a self-service module to the users
        n

                    •   Allows configuration of business rules which can be changed any
 Configuration
                        time by MOIA without requiring any change in the application
 management
                        code

                    •   Allows configuration of MIS reports
  MIS reports
                    •   Automatically generates and emails MIS reports

  Information       •   Allows user to get consolidated information on emigrants/
    dossier             students/ RAs/ EAs/ FEs/ PEs

                                       Core services

   Workflow         •   Workflow Management shall allow configuration of various
 Management             processes and ,management of multi-stage process workflow

                    •   Provides for session settings such as idle or max session time-
    Session
                        outs, concurrent sessions and other session control settings for
 Management
                        a page / application etc.

   Exception
                    •   Identifies and reports any warning/exceptions noted
 Management

      Mail          •   Allows sending emails to users


      SMS           •   Allows transmitting SMS messages to users



8.1.6 Security layer and strategic controls

The eMigrate application shall have a centralized security management foundation that
would enable delivery of application and data to internal users, partners and external
users in a secure manner. Users would be required to login using a username and password




Ministry of Overseas Indian Affairs                                                         42
e-Governance in Emigration                                 RFP Vol-I        Govt. of India



to access the application. Access to only those application resources would be provided
that the user has authority to.

MOIA shall have strategic control on the application and shall control actions and access to
resources   of   all   users   including   privileged   users   such   as    application/database
administrators. A host based security solution allowing policy based control would be
deployed for the same. The solution would intercept security-sensitive events in real-time
and would evaluate their validity before passing control to the operating system. The
solution would enable administrators to only have subsets of ‘root’/’super user’ authority
and would thus prevent risk of information/data being misused by the administrators.

8.1.7 Data layer

The key components of the data layer include:

•   Content repository: The content repository would store the official information on
    emigration and related aspects (announcements, new updates, content for the portal
    etc)

•   Document repository: The document repository would store the scanned documents
    uploaded by various users (PGoE/ PoE, Indian Mission, RA/EA, FE/PE, MOIA)

•   Data aggregation: The eMigrate application is envisaged to store data about a large
    number of emigrants. For the purposes of reporting and analysis of large amounts of
    data, aggregation processes/tools shall be implemented. This results in significant
    performance benefits, opening up the opportunity for MOIA to enhance its analysis and
    reporting capabilities and aid policy planning.

8.1.8 Monitoring Services

The eMigrate application shall employ monitoring services/tools to identify any
performance issues and monitor or transactions failures. The monitoring service would
help in analyzing if the root cause of performance issues is in the monitored application,
in connected back-end systems or at the network layer.


8.2    Solution deployment architecture

A centralized three-tier deployment architecture is proposed for the eMigrate application.
This would allow any of the three tiers to be upgraded or replaced independently as MOIA
requirements change. For example when any of the emigration business rules change, the



Ministry of Overseas Indian Affairs                                                           43
e-Governance in Emigration                                RFP Vol-I      Govt. of India



business logic layer would need to be modified, with little changes, if any, to the user
interface or the database tier.




Figure 4 Deployment architecture (primary data center)


8.3    Presentation layer (User Interface)

The user interface would receive requests from users and would output results back by
communicating with other tiers. Various infrastructure components of this layer would be
hosted in a Demilitarized Zone (DMZ). Firewalls and intrusion prevention systems would be
installed to defend the application from malicious attacks or theft from external and
internal hackers. Virus and worm attacks would be defended with gateway level anti-virus
system. Load balancers would be deployed to minimize response time and maximize
throughput

The following sections explain the access mechanisms for various user categories.

8.3.1 External users

External users (emigrants/students) would be able to access non-restricted areas (refer
Annexure     D)     of       the   application   over   internet      without    requiring   any
authentication/authorization. The public web server and the internal firewall (which is a


Ministry of Overseas Indian Affairs                                                           44
e-Governance in Emigration                              RFP Vol-I     Govt. of India



part of the public DMZ) would be configured to render only those application pages that
can be accessed publicly.

The communication between the eMigrate application and passport/immigration
applications would be performed via webservices (over a dedicated leased line). Web
Services are de facto standard for communication across different hardware platforms,
operating systems and business processes. They are modeled according to publicly
accepted open standards, so that different implementations running on different
operating systems can interoperate. Common markup languages for Web Services
communication used are XML messages, SOAP protocol (which is also based on XML) as
common message format for exchanging information and WSDL (based on XML) as common
format for Web Service description. Web Services are published via UDDI (based on XML).

The following figure depicts the access path in case of external users:




Figure 5Access path in case of internet users

8.3.2 VPN users

Users connecting through a VPN client (RA/EA/FE/PE/IM) would be authenticated using
digital certificate installed on user’s machine. The authentication server would first
ascertain the validity of the digital certificate through the certifying agency (CA). It would
then check if the digital certificate credentials exist in application’s authorized users’

Ministry of Overseas Indian Affairs                                                        45
e-Governance in Emigration                            RFP Vol-I    Govt. of India



repository. Once authenticated, a VPN tunnel would be established and the user would
access the application using the internal web server. The following figure depicts the
access path in case of VPN users:




Figure 6Access path in case of VPN users

8.3.3 WAN users

Users connected through internal WAN (PGoE/PoE/MOIA/ICOE/OWRC) would be able to
access the application over intranet. The following figure depicts the access path in case
of WAN users:




Ministry of Overseas Indian Affairs                                                    46
e-Governance in Emigration                             RFP Vol-I    Govt. of India




Figure 7Access path in case of WAN users


8.4    Business logic layer

The business logic layer would control the application functionality by processing the
business logic of the application. This layer has a façade in the form of user interface for
user interaction and cannot be directly accessed by external applications.

Load balancers would be deployed to minimize response time.


8.5    Database layer

The database layer would manage and provide access to emigration data. A relational
database management system would be used to store data.

A storage area network would be deployed to improve document uploading performance.




Ministry of Overseas Indian Affairs                                                      47
e-Governance in Emigration                                RFP Vol-I     Govt. of India



8.6    Architectural requirements

The table below presents the architectural requirements:

      #                                       Specification

                Scalability: All components of the eMigrate system must support
                scalability to provide continuous growth to meet the requirements and
                demand of emigration environment. A scalable system is one that can
                handle increasing numbers of requests without adversely affecting the
                response time and throughput of the system.

                Over the years, the number of Indian emigrants leaving the country
                has grown. Around 4.5 lac ECR emigrants left the country for overseas
                employment in 2003. This number grew to more than 8 lacs in 2007
                (refer Annexure A). Thus, a large volume of emigrant data is envisaged
                to be captured considering the growth in the number ECR emigrants
                and the fact that under the new scheme of business processes all
      A1        workers (irrespective of the ECR/ECNR category) and students would
                need to be registered. The average data size is expected to be around
                4 MB (including all documents that would get uploaded) per emigrant
                (departing to notified countries) and the number of transactions is
                estimated to be around 10,000 in a day. It is therefore important that
                all components of the solution support scalability. The solution should
                support both vertical (the growth within one operating environment)
                and horizontal scalability (leveraging multiple systems to work
                together on a common problem in parallel) to provide continuous
                growth to meet the requirements and demand of MOIA.
                A SAN solution of minimum 20 TB capacity with scalability of up to 55
                TB may be planned (considering growth over a 10 year period).

                High Availability: All the components of the eMigrate system should
                have adequate redundancy to ensure high availability of the
                infrastructure and the application. This is essential given the criticality
                of the application at the immigration counters.
      A2        A key element of business process reengineering has been defining of
                standards and service levels for all processes. Availability of the
                solution is extremely critical for meeting these defined service levels
                on a sustained basis. Besides, with the revamping of emigration
                clearance to an online mechanism, it is important that real-time


Ministry of Overseas Indian Affairs                                                           48
e-Governance in Emigration                                       RFP Vol-I     Govt. of India




          #                                          Specification

                        emigrant   clearance/registration     details   are   available   at    the
                        immigration counters. All the components (application, network,
                        security components) of the solution should thus provide adequate
                        redundancy to ensure maximum possible availability of the eMigrate
                        application.

                        Inter-operability:    The    entire    system/subsystem      should     be
                        interoperable, in order to support information flow and integration
                        with heterogeneous applications on various platforms across different
                        ministries. Applications and storage technologies from different
                        suppliers must be tuned to optimally work with each other.

                        The solution should be inter-operable and should allow integration and
                        synchronization with the external systems like passport, immigration
                        counters. The system should use open standards such as SOAP, WSDL,
         A3             XML, W3C etc. The system should also provide gateway services to
                        ensure easier integration with other applications.
                        The solution should also have provisions for inter-operating with the
                        Unique Identification (UID) project. Also, the data formats of the e-
                        Migrate system shall conform to the data formats specified by the UID
                        system, if the UID data formats become available before eMigrate
                        application design is frozen. eMigrate application shall capture the UID
                        of a citizen (if available) and other corresponding details and send
                        them across to the UID system to uniquely identify a citizen.

                        Service Oriented Architecture: Service Oriented Architecture (SOA)
                        helps ensure that a group of services are able to talk to each other.
                        The goal of SOA is to allow users to easily integrate different modules
                        offering different functionalities on discrete platforms .
         A4             The solution should be based on the Service Oriented Architecture
                        principles. And open standards. Open Standards can be used to provide
                        the standard interfaces and models for the data to be exchanged and
                        it is the key enabler for establishing well-functioning service oriented
                        architecture.

                        Performance: The system should be designed to ensure high
         A5
                        performance and compliant to the defined service levels4.

4
    Refer Section 7.1

    Ministry of Overseas Indian Affairs                                                               49
e-Governance in Emigration                             RFP Vol-I    Govt. of India




      #                                     Specification

                Performance considerations are paramount as poor performance of the
                eMigrate application would directly impact the end user experience. If
                the system performance degrades at immigration counters the queue
                time for the citizens would increase exponentially. Hence, it is
                essential that the application should be responsive to meet the
                expectation of various stakeholders.




Ministry of Overseas Indian Affairs                                                      50
e-Governance in Emigration                                RFP Vol-I     Govt. of India




9.        FUNCTIONAL REQUIREMENTS

9.1       eMigrate application

The eMigrate application is the comprehensive solution that would facilitate the delivery
of services to various stakeholders in the emigration ecosystem.

This section describes the functional specifications of the application.

9.1.1 Demand approval service

The functional specifications of the demand approval service (applicable only in case
recruitment of Indian citizens for notified countries) are provided below:

     S.                               Functional Specifications
  No.

     1     System should automate the demand approval process

  1.1      System should allow only authorized FEs/PEs to access this function

           System should seek input on mode of recruitment (whether FE/PE wishes to
  1.2
           recruit directly or is associating with an RA for recruitment)

           System should seek the following information on the demand:
           •    Job category
           •    Number of workers to be recruited for the each job category
  1.3
           •    RA associated for recruitment (in case of recruitment through RA)
           •    Expiry date for the demand (should not exceed the maximum expiry
                period set by administrators)

           System should allow the FE/PE to search for the RA by providing
           •    Unique RA registration id; or
           •    RA name
  1.4
           In case the search yields more than one search result, system should display
           details of all the matching RAs and allow the user to select the appropriate
           RA

           Upon submission of the request, system should validate if job category and
           number of workers to be recruited have been specified. In case of
  1.5
           recruitment through RA, system should validate if details of the RA have
           been provided.



Ministry of Overseas Indian Affairs                                                       51
e-Governance in Emigration                               RFP Vol-I   Govt. of India




  S.                                  Functional Specifications
 No.

         In case of a validation failure, system should display an appropriate error
         message.

         System should have an interface with online payment gateway to allow for
  1.6
         payment of demand processing fees

  1.7    System should support credit card, debit card and direct debit payments.

         System should provide complete audit trail functionality for tracking and
  1.8    monitoring/reconciling the financial transactions taking place through
         eMigrate application.

         System should provide an option of making bulk payments by allowing FE/PE
  1.9
         to register/store his credit card details

         System should display an error message in case part payment is made or
 1.10
         payment process is not completed successfully.

         Upon successful submission of the request, system should auto-approve the
         demand and should generate unique job ids for all the vacancies specified in
         the request. Each job id should have the following associated details:
         •   Job id
 1.11
         •   Job category
         •   Mode of recruitment
         •   FE id
         •   RA id (if applicable)

         System should generate a demand approval certificate and should allow the
         FE/PE to take a printout of the same. The demand approval certificate
         should clearly highlight:
         •   Demand approval date
         •   Demand approval id
 1.12
         •   FE id and FE name
         •   RA id and RA name
         •   Job category and number of workers to be recruited in each category
         •   Expiry date of the demand (if any specified by the system administrators
             through the admin service)

 1.13    In case of recruitment through RA, system should email copy of the demand



Ministry of Overseas Indian Affairs                                                     52
e-Governance in Emigration                               RFP Vol-I   Govt. of India




  S.                                  Functional Specifications
 No.

         approval certificate to the concerned RA.

 1.14    System should not allow editing of an approved demand request

  2      System should allow FE/PE to view previously approved demands

  2.1    System should allow only authorized FEs/PEs to access this function

  2.2    System should display a history of previously approved demands

  2.3    System should allow FE/PE to view details of previously approved demands.

         System should allow the FE/PE to generate the demand approval certificate
  2.4
         and take a printout of the same

         System should allow FE/PE to create new demand request by copying details
  2.5
         from a previously approved demand

  3      System should provide an SMS facility for validating demand details

         System should provide an SMS facility to users (e.g. Police) for obtaining
  3.1
         demand details. System should seek the demand approval id in the request

         System should validate if demand approval id specified in the request exists
         and has not expired. If so, system should send a response SMS with the
         following details:
  3.2
         •   RA name
         •   FE name
         •   Number of workers to be recruited

         In case the demand approval id does not exist or the demand has expired,
  3.3
         system should send an appropriate response SMS to the user

         System should publish the demand details on the eMigrate portal for
  4
         public access

  4.1    System should allow users to access this function without the need to login

         System should display a list of open job vacancies to the user. The following
         details should be displayed for every vacancy:
  4.2
         •   Country
         •   Job category



Ministry of Overseas Indian Affairs                                                      53
e-Governance in Emigration                               RFP Vol-I   Govt. of India




  S.                                  Functional Specifications
 No.

         •   Employer name
         •   RA name

         System should provide pagination functionality to enable display of large
         number of vacancies. System should by default display summary of 10
  4.3
         vacancies per page-however the user should be able to configure the display
         properties.

         System should allow the users to sort the vacancy list based on country/job
  4.4
         category/employer name/RA name

         System should allow users to search for open vacancies by providing any of
         the following:
         •   Country
  4.5
         •   Job category
         •   Employer name
         •   RA name

  5      System should allow Indian Mission officials to disable/enable job ids

         System should allow only authorized Indian Mission officials to access this
  5.1
         function

         System should allow Indian Mission officials to search for open job ids for a
  5.2
         particular foreign employer

         System should allow Indian Mission officials to disable multiple job ids
  5.3
         associated with the employer for a particular demand.

  5.4    System should seek a reason for disabling of the job ids

  5.5    System should not allow registration of emigrants using disabled job ids

         System should allow Indian Mission officials to search for disabled job ids
  5.6
         associated with a foreign employer

         System should allow Indian Mission officials to enable multiple job ids that
  5.7
         were disabled for a particular employer

  5.8    System should seek a reason for enabling of the job ids.




Ministry of Overseas Indian Affairs                                                      54
e-Governance in Emigration                               RFP Vol-I   Govt. of India



9.1.2 Emigrant registration service

The functional specifications of the emigrant registration service are provided below:

 S.No.                                Functional Specifications

         System should allow emigrants (or RAs/FEs/PEs in case of emigration to
  1
         notified countries) to submit emigrant registration applications online

         System should allow emigrants departing to non-notified countries to
  1.1
         register themselves online without the need to login

         System should allow only FE/PE (in case of direct recruitment) or RA (in
  1.2    case of recruitment through RA) to register emigrants departing to notified
         countries

  1.3    Case I: Emigrants departing to non-notified countries

         System should seek the information as per the emigrant registration form
 1.3.1
         (Refer annexure G.1)

         System should apply have spam control measures like ‘Captcha’ images to
 1.3.2
         avoid invalid details being automatically pushed into the system

         System should validate if all the mandatory details (to be finalized as part
         of SRS) have been entered. System should also perform data validation on
 1.3.3
         the input provided. In case of any validation failure, the system should
         display an appropriate error message

         System should have an interface with passport application to validate the
         passport information provided by the user. In case of validation failure, the
         system should display an appropriate error message and should not allow
         user to proceed with the registration.
 1.3.4   However, in case the passport details are not validated (due to non-
         availability of the passport application etc.), appropriate error should be
         logged. The user should be able to proceed with the registration.
         The errors logged in the system should be analyzed by the IA on a daily
         basis to ascertain the root cause for non-validation of the passport details.
         Appropriate action should be undertaken by the IA to address the issue.

         System should have an interface with online payment gateway for payment
 1.3.5
         of emigrant registration fees

 1.3.6   System should support credit card, debit cards and direct debit payments



Ministry of Overseas Indian Affairs                                                      55
e-Governance in Emigration                               RFP Vol-I    Govt. of India




S.No.                                 Functional Specifications

         System should provide complete audit functionality for tracking and
1.3.7    monitoring/reconciling the financial transactions taking place through
         eMigrate application

         System should display an error message in case part payment is made or
1.3.8
         payment process is not completed successfully

         System should display an appropriate message in case of successful payment
1.3.9
         of the registration fees

         On successful submission of the request, system should auto-approve the
         registration. It should also generate a unique registration id and a printable
1.3.10 embarkation form for the user.
         System should also display contact details of relevant Indian Mission/any
         other information as maybe required

  1.4    Case II: Emigrants departing to notified countries

1.4.1    System should allow only authorized RA/FE/PE to access this service

1.4.2    System should seek the job id for which the emigrant has been recruited

         System should validate if the job id is valid and has not expired. If not valid
1.4.3
         or expired, system should display an appropriate error message

         In case the mode of recruitment of the job was direct recruitment, system
1.4.4    should validate if the FE id associated with the job and user id in the user
         profile match. If not, system should display an appropriate error message.

         In case the mode of recruitment of the job was recruitment through RA,
         system should validate if the RA id associated with the job and user id in the
1.4.5
         user profile match. If not, system should display an appropriate error
         message.

         System should also provide functionality for viewing open job details against
1.4.6    which a RA/FE/PE can register emigrants. The user should be able to
         register emigrant for a job by clicking on the job id

         System should seek the following details for emigrant registration:
         •   Details as per the emigrant registration form (Refer annexure G.1)
1.4.7
         •   Photograph
         •   Employment contract



Ministry of Overseas Indian Affairs                                                        56
e-Governance in Emigration                               RFP Vol-I   Govt. of India




S.No.                                 Functional Specifications

         •   Work visa/permit
         •   Copy of insurance policy
         •   Emigrant’s mobile number (for getting update on registration status.
             System should also display contact details of the OWRC call center
             through which the user can get an update on the registration status)

         In case of registration by RA, system should allow details of sub-agent to be
1.4.8
         captured.

         System should validate if all the mandatory details have been entered.
         System should also perform data validation on the input provided. In case of
1.4.9
         any validation failure, the system should display an appropriate error
         message

         System should have an interface with passport application to validate the
         passport information provided by the user. In case of validation failure, the
         system should display an appropriate error message and should not allow
         user to proceed with the registration.
         However, in case the passport details are not validated (due to non-
1.4.10
         availability of the passport application etc.), appropriate error should be
         logged. The user should be able to proceed with the registration.
         The errors logged in the system should be analyzed by the IA on a daily
         basis to ascertain the root cause for non-validation of the passport details.
         Appropriate action should be undertaken by the IA to address the issue.

         System should allow uploading of scanned copies of supporting documents/
1.4.11
         attachments. The documents must be stored in a centralized repository.

         System should display a progress window during uploading of the
1.4.12
         documents.

         System should validate if requisite number of documents have been
1.4.13
         uploaded. If not, system should display an appropriate error message.

         System should have an interface with online payment gateway for payment
1.4.14
         of emigrant registration fees

1.4.15 System should support credit card, debit card and direct debit payments

         System should provide an option of making bulk payments by allowing
1.4.16
         RA/FE/PE to register/store his credit card/debit card details


Ministry of Overseas Indian Affairs                                                      57
e-Governance in Emigration                               RFP Vol-I   Govt. of India




S.No.                                 Functional Specifications

         System should provide complete audit functionality for tracking and
1.4.17 monitoring/reconciling the financial transactions taking place through
         eMigrate application

         System should display an error message in case part payment is made or
1.4.18
         payment process is not completed successfully

         System should display an appropriate message in case of successful payment
1.4.19
         of the registration fees.

         System should provide an option of the paying by cash at the Kiosk counters.
1.4.20 This functionality should only be available if the logged in personnel is a
         kiosk counter officer.

         Upon successful submission of the request, system should generate a
         reference number and should forward the application to PoE for approval.
1.4.21
         The system should do automatic load balancing to identify the PoE to whom
         the application should be sent.

         System should display an appropriate error message if the transaction does
1.4.22
         not get completed due to connection failure

         System should allow RA/FE/PE to view emigrant registration applications
         that were previously submitted by him. Additionally, the user should be
1.4.23
         able to view applications submitted in a particular period (by specifying a
         start date and end date).

1.4.24 System should log all user actions

  2      System should automate emigrant registration approval workflow

         System should only allow authorized PoE officials to access the emigrant
  2.1
         registration approval function

         System should provide pagination functionality to enable display of large
  2.2    number of applications. System should by default display summary of 100
         applications per page-however the user should be able to configure this.

         System should allow the user to sort (in both ascending and descending
  2.3    orders) and group the application list based upon certain parameters (to be
         finalized as part of SRS).

  2.4    System should allow the user to view details for any application. A non-


Ministry of Overseas Indian Affairs                                                     58
e-Governance in Emigration                               RFP Vol-I     Govt. of India




S.No.                                 Functional Specifications

         editable emigrant registration form with details as filled by the applicant
         should be displayed in such a case.

         System should allow the user to view and download scanned copies of each
  2.5
         of the attachments uploaded

         System should not allow modification of emigrant details and the uploaded
  2.6
         documents in case of any error.

         System should allow the users to add notes/notations/comments to the
  2.7
         application

         System should allow the user to update the status of multiple applications
         at one go and should require the transaction to be digitally signed by the
         PoE. The following statuses should be allowed:
  2.8
         •   Pending
         •   Approved
         •   Rejected

         System should allow the user to reject an application. The user must be
  2.9
         prompted to provide a reason for rejection.

         System should maintain the documents submitted/application details even
 2.10
         if the application has been rejected.

         System should refund the emigrant registration fees to the applicant in case
 2.11
         the application is rejected

         System should ensure data integrity in case of any failures while
 2.12
         approving/rejecting multiple applications

         System should send an SMS to the emigrant informing him of the
 2.13
         approval/rejection of the registration application

         System should send emails daily (using a batch job that runs at off-peak
         hours every day) to all applicants whose applications have been approved or
         rejected on that day. The email should have the following details:
 2.14    •   Application reference number
         •   Emigrant name
         •   Application status (Approved/Rejected)
         •   Rejection reason (in case the application was rejected)



Ministry of Overseas Indian Affairs                                                     59
e-Governance in Emigration                               RFP Vol-I    Govt. of India




S.No.                                 Functional Specifications

         A consolidated email should be sent to RAs/FEs/PEs containing details of all
         the application submitted by them.

         System should allow the user to view applications that were previously
         approved or rejected by him. Additionally, the user should be able to view
 2.15
         applications approved/rejected in a particular period (by specifying a start
         date and end date).

         System should log user actions and should keep a track of service levels at
 2.16
         various workflow stages

         System should allow emigrants to query their registration status and
  3
         generate embarkation forms

         System should allow emigrants to query their registration status by
         providing the following details:
  3.1
         •   Passport number
         •   Destination country

         System should apply spam control measures like ‘Captcha’ images to avoid
  3.2
         invalid details being automatically pushed into the system

         A status ‘REGISTERED’ should be returned if
         •   the emigrant has an approved emigrant registration for the country he is
  3.3        traveling to; and
         •   the emigrant registration has not expired (ascertained by the validity of
             the visa)

         In case emigrant is registered, system should allow emigrants to generate
         embarkation forms by providing the following details on the eMigrate portal
         :
  3.4    •   Passport number
         •   Destination country
         System should also print contact details of relevant Indian Mission/any other
         information as maybe required, as part of the card.

         System should publish a webservice to allow external application (e.g.
  4
         immigration application) to obtain emigrant registration status

         System should define and publish a web service as per the interface
  4.1
         specification provided in section 4.5.2


Ministry of Overseas Indian Affairs                                                      60
e-Governance in Emigration                               RFP Vol-I    Govt. of India




S.No.                                 Functional Specifications

         A status ‘REGISTERED’ should be returned if
         •   the emigrant has an approved emigrant registration for the country he is
  4.2        traveling to; and
         the emigrant registration has not expired (ascertained by the validity of the
         visa)

         Any query of the emigrant registration status by the immigration counter
  4.3
         should update the emigrant tracking data (reflecting his exit from India)

         System should allow FE/PEs to extend the validity of emigrant’s (for an
  5
         emigrant working in a notified country) registration

  5.1    System should allow only authorized FE/PEs to access this function

         System should allow the FE/PE to search for the emigrant by entering any of
         the following:
         •   Passport number
  5.2    •   Name
         System should search only within the list of emigrants associated with the
         FE/PE. System should display an appropriate message in case no emigrants
         matching the criteria are identified

         System should allow the FE/PE to update the contract duration and update
  5.3    the visa number and visa validity period (in case a new visa has been issues)
         for the emigrant identified

         System should validate if all the mandatory details have been entered.
         System should also perform data validation on the input provided. In case of
  5.4
         any validation failure, the system should display an appropriate error
         message

         Upon successful submission of the request, system should auto-update the
  5.5    registration status and its validity and should display a confirmation
         message to the user




Ministry of Overseas Indian Affairs                                                      61
e-Governance in Emigration                              RFP Vol-I       Govt. of India



9.1.3 Student registration service

The functional specifications of the emigrant tracking service are provided below:

 S. No.                               Functional Specifications

           System should allow students to register themselves using an online
  1
           mechanism

           System should allow citizens departing to overseas locations for studies to
  1.1
           register themselves online without the need to login

           System should seek the following details for registration:
           •   Name
           •   Date of birth
           •   Gender
           •   Passport number
           •   Date of issue of passport
           •   Date of expiry of passport
           •   Destination country
           •   Destination city
           •   Enrolment agency name (drop down of all registered enrolment agencies
  1.2
               should be provided)
           •   Name of foreign university/college
           •   Foreign university/college address
           •   Course undertaken
           •   Date of boarding
           •   Flight number
           •   Visa expiry date
           •   Present Address in India
           •   Contact details in India
           •   Contact details in destination country

           System should apply spam control measures like ‘Captcha’ images to avoid
  1.3
           invalid details being automatically pushed into the system

           System should validate if all the mandatory details have been entered.
           System should also perform data validation on the input provided. In case of
  1.4
           any validation failure, the system should display an appropriate error
           message



Ministry of Overseas Indian Affairs                                                       62
e-Governance in Emigration                               RFP Vol-I    Govt. of India




S. No.                                Functional Specifications

           System should have an interface with passport application to validate the
           passport information provided by the user. In case of validation failure, the
           system should display an appropriate error message and should not allow
           user to proceed with the registration.
           However, in case the passport details are not validated (due to non-
  1.5
           availability of the passport application etc.), appropriate error should be
           logged. The user should be able to proceed with the registration.
           The errors logged in the system should be analyzed by the IA on a daily
           basis to ascertain the root cause for non-validation of the passport details.
           Appropriate action should be undertaken by the IA to address the issue.

           System should have an interface with online payment gateway for payment
  1.6
           of emigrant registration fees

  1.7      System should support credit card, debit card and direct debit payments

           System should provide complete audit functionality for tracking and
  1.8      monitoring/reconciling the financial transactions taking place through
           eMigrate application

           System should display an error message in case part payment is made or
  1.9
           payment process is not completed successfully

           System should display an appropriate message in case of successful payment
 1.10
           of the registration fees

           System should provide an option of the paying by cash at the Kiosk
 1.11      counters. This functionality should only be available if the logged in
           personnel is a kiosk counter officer.

           On successful submission of the request, system should auto-approve the
           registration and should generate a printable embarkation form
 1.12
           System should also display contact details of relevant Indian Mission/any
           other information as maybe required

           System should allow students to query their registration status and
  2
           generate embarkation forms

           System should allow students to query their registration status by providing
  2.1      the following details:
           •   Passport number



Ministry of Overseas Indian Affairs                                                        63
e-Governance in Emigration                               RFP Vol-I    Govt. of India




S. No.                                Functional Specifications

           •   Destination country

           System should apply spam control measures like ‘Captcha’ images to avoid
  2.2
           invalid details being automatically pushed into the system

           A status ‘REGISTERED’ should be returned if
           •   the student has an approved student registration for the country he is
  2.3          traveling to; and
           •   the student registration has not expired (ascertained by the validity of
               the visa)

           In case the student is registered, system should allow them to generate
           embarkation forms by providing the following details on the eMigrate portal
           :
  2.4      •   Passport number
           •   Destination country
           System should also print contact details of relevant Indian Mission/any other
           information as maybe required, as part of the card.

           System should publish a webservice to allow external application (e.g.
  3
           immigration application) to obtain student registration status

           System should define and publish a web service as per the interface
  3.1
           specification provided in section 4.5.2

           A status ‘REGISTERED’ should be returned if
           •   the student has an approved student registration for the country he is
  3.2          traveling to; and
           •   the student registration has not expired (ascertained by the validity of
               the visa)

           Any query of the student registration status by the immigration counter
  3.3
           should update the student tracking data (reflecting his exit from India)




Ministry of Overseas Indian Affairs                                                        64
e-Governance in Emigration                               RFP Vol-I   Govt. of India



9.1.4 Emigrant/student tracking service

The functional specifications of the emigrant tracking service are provided below:

   S.                                 Functional Specifications
  No.

         System should subscribe to the immigration web service to allow
  1      immigration application to provide details about return of an
         emigrant/student

         System should subscribe to the immigration web service as per the interface
  1.1
         specification provided in section 4.5.2

         System should update emigrant’s/student’s tracking record to reflect his
  1.2
         return to India

         System should send quarterly requests to FE/PEs to update emigrant
  2
         association status

         System should send quarterly emails to request FE/PEs to update any
  2.1
         change in the association with emigrants recruited by them

  3      System should allow FE/PEs to update the emigrant association status

  3.1    System should allow only authorized FE/PEs to access this function

         System should display a list of emigrants recruited by the FE/PE along with
  3.2
         their current association status

         System should provide pagination functionality to enable display of large
  3.3    number of emigrants. System should by default display summary of 10
         emigrant s per page-however the user should be able to configure this

         System should allow FE/PEs to update the association status to any of the
         following:
  3.4    •   Employed with us
         •   No longer employed with us: Contract terminated
         •   No longer employed with us: Contract expired




Ministry of Overseas Indian Affairs                                                    65
e-Governance in Emigration                               RFP Vol-I    Govt. of India



9.1.5 Insurance facilitation service

The functional specifications of the insurance facilitation service are provided below:

 S.No.                                Functional Specifications

  1      System should allow recording of emigrant eventualities

         System should allow only authorized Indian Mission officials to access this
  1.1
         function

         System should allow recording of occurrence of any emigrant eventuality.
         The following details should be sought:
         •   Emigrant name
         •   Passport number
  1.2
         •   Eventuality details
         •   Country where the eventuality occurred
         •   Is eventuality covered by the insurance policy
         •   Reported by

         System should allow the Indian Mission official to search whether the
         emigrant had taken an insurance policy. The user should be able to
  1.3    view/take a printout of the scanned copy of the insurance policy
         In case the emigrant had not taken an insurance policy, system should
         automatically send a mail to the PGoE informing him of the case.

         System should validate if all the mandatory details required have been
         entered. The system should also perform data validation on the input
  1.4
         provided. In case of any validation failure, the system should display an
         appropriate error message.

  2      System should automate the insurance facilitation workflow

         In case the eventuality is covered by the insurance policy, system should
         route the case to appropriate personnel (to the RA in case emigrant
  2.1
         registration was done by the RA; to an PGoE /PoE otherwise) to
         initiate/assist in the insurance claim

         The RA/ PGoE / PoE (to whom the case has been routed) should be able to
  2.2
         view a list of various cases where facilitation in insurance claim is required

  2.3    System should allow the user to update the case with notes/comments

  2.4    System should allow the user to update the status of the case. The following


Ministry of Overseas Indian Affairs                                                       66
e-Governance in Emigration                               RFP Vol-I     Govt. of India




 S.No.                                Functional Specifications

         statuses should be allowed:
         •   Pending
         •   Claim request raised
         •   Claim settled
         •   Claim rejected
         •   Claim returned

         System should log user actions and should keep a track of service levels at
  2.5
         various workflow stages



9.1.6 Insurance Agency registration service

 S.No.                                Functional Specifications

         System should allow Insurance Agencies to submit registration form
  1
         online. It should also allow the agency to track the registration status.

         System should seek details as per the prescribed registration form. The IA
  1.1    will be required to detail the registration process and develop the form
         during SRS stage basis the EA/ FE registration process/ form.

         System should apply spam control measures like ‘Captcha’ images to avoid
  1.2
         invalid details being automatically pushed into the system.

         System should check if the details entered match those of an existing
  1.3    agency. An error message should be displayed in such cases and further
         processing should be stopped

         System should validate if all the mandatory details required have been
         entered. The system should also perform data validation on the input
  1.4    provided. In case of any validation failure, the system should display an
         appropriate error message and redisplay the registration form for user’s
         action.

         System should allow uploading of scanned copies of supporting
  1.5    documents/attachments. The documents must be stored in a centralized
         data repository.

         System should display a progress window during uploading of the
  1.6
         documents.


Ministry of Overseas Indian Affairs                                                     67
e-Governance in Emigration                               RFP Vol-I   Govt. of India




S.No.                                 Functional Specifications

         System should validate if requisite number of documents have been
  1.7
         uploaded. If not, system should display an appropriate error message.

         System should provide an interface with online banking gateway to allow
  1.8
         the user to make registration payment if any prescribed by the MOIA.

  1.9    System should support credit cards, debit cards and direct debit payments.

         System should provide complete audit functionality for tracking and
 1.10    monitoring/reconciling the financial transactions taking place through
         eMigrate application.

         Upon successful submission, system should generate a reference number for
 1.11    the application. System should also generate a printable copy of the
         completed form.

         System should allow the agency to track the status of the application using
 1.12
         the reference number

  2      System should automate the Insurance Agency registration workflow

         System should only allow authorized PGoE personnel to access the
         registration approval/rejection function.
  2.1
         The registration application is first to be scrutinized by an authorized PGoE
         executive and then forwarded to the PGoE for approval.

         System should display the list of Insurance Agency registration applications
  2.2
         pending approval

         System should provide pagination functionality to enable display of large
  2.3    number of applications. System should by default display summary of 10
         applications per page-however the user should be able to configure this.

         System should allow the PGoE executive to sort (in both ascending and
  2.4    descending orders) and group the application list based upon certain
         parameters (to be finalized as part of SRS).

         System should allow the PGoE executive to view details for any application.
  2.5    A non-editable registration form with details as filled by the applicant
         should be displayed in such a case

  2.6    System should allow the PGoE executive to view scanned copies of each of


Ministry of Overseas Indian Affairs                                                      68
e-Governance in Emigration                               RFP Vol-I    Govt. of India




S.No.                                 Functional Specifications

         the attachments uploaded

         System should allow PGoE executive to enter
  2.7
         notes/comments/investigation/verification for each application

         System should not allow modification of the details submitted by the
  2.8
         Insurance Agency

         System should route the application to PGoE after the PGoE executive has
  2.9
         scrutinized and updated the application with his comments.

         System should allow PGoE to approve/reject registration applications and
 2.10    should require the transaction to be digitally signed by the PGoE. System
         must seek a reason in case of rejection of the application

         Upon registration approval the system should:
         •   Generate a unique Insurance Agency id
         •   Generate a printable registration certificate
 2.11
         •   Generate an application login id and password for the Insurance Agency
         •   Send automatic mail to the Agency with the registration certificate, and
             login credentials

         System should log user actions and should keep a track of the
 2.12
         approval/rejection service levels

  3      System should provide for automatic registration approval

         System should automatically approve the Insurance Agency registration
  3.1    request in case the same has not been approved or rejected by the PGoE
         within a defined time limit

         System should allow configuration of the auto-approval time limit. Only
  3.2
         nominated MOIA officials should have access to this function.

         System should send an automatic reminder mail to PGoE, two days prior to
  3.3    the expiry of the defined time limit. The email should contain the reference
         number of the application pending approval.

         Upon registration auto-approval the system should:
         •   Generate a unique Insurance Agency id
  3.4
         •   Generate a printable registration certificate
         •   Generate an application login id and password for the Insurance Agency


Ministry of Overseas Indian Affairs                                                     69
e-Governance in Emigration                               RFP Vol-I    Govt. of India




 S.No.                                Functional Specifications

         •   Send automatic mail to the Insurance Agency with the registration
             certificate, login credentials
         •   Send an automatic mail to authorized PGoE official informing him of the
             auto-registration



9.1.7 Insurance Claim Return filing service

 S.No.                                Functional Specifications

  1      System should allow insurance agencies to file their periodical returns

         Insurance agencies should be able to login to the system using the assigned
  1.1
         login credentials

         Insurance agencies should be able to file the online returns, in a format
  1.2    agreed between the insurance agencies and the MOIA, of all the policies
         issued to the emigrants for a given period.

         The return filing shall be facilitated in a format specified by MoIA (to be
  1.3
         captured and detailed during SRS)

         The filing shall allow uploading of supporting documents, if any, as part of
  1.4
         returns in specific formats as specified by MoIA

         The content in the insurance agency’s page should be able to be
  1.5
         personalized

         The periodicity of filing the returns should be configurable by appropriate
  1.6
         personnel of MoIA.

         System should allow posting new insurance policies onto the e-Migrate
  2
         system

         The insurance agencies shall be able to post information on new policies
  2.1
         specific to emigrants

         The content should be allowed to be posted along with any formatting that
  2.2
         may go with the posting.

  2.3    The policies should be required to be posted using an online form

         The portal should also allow the insurance agencies to see their recent
  2.4
         postings.


Ministry of Overseas Indian Affairs                                                     70
e-Governance in Emigration                               RFP Vol-I    Govt. of India




9.1.8 RA registration service

The functional specifications of the RA registration service are provided below:

 S.No.                                Functional Specifications

         System should allow RAs to submit RA registration form online. It should
  1
         also allow the RA to track the registration status.

         System should seek details as per the RA registration form (refer annexure
  1.1
         G.3)

         System should apply spam control measures like ‘Captcha’ images to avoid
  1.2
         invalid details being automatically pushed into the system

         System should check if the details entered match those of an existing RA.
         An error message should be displayed if a combination of the following
  1.3    fields match and further processing should be stopped:
         •   Organization’s PAN number
         •   Organization’s service tax number

         System should validate if all the mandatory details required have been
         entered. The system should also perform data validation on the input
  1.4
         provided. In case of any validation failure, the system should display an
         appropriate error message.

         System should allow uploading of scanned copies of supporting
  1.5    documents/attachments. The documents must be stored in a centralized
         data repository

         System should display a progress window during uploading of the
  1.6
         documents.

         System should validate if requisite number of documents have been
  1.7
         uploaded. If not, system should display an appropriate error message.

         System should provide an interface with online banking gateway to allow
  1.8
         the user to make RA registration payment

  1.9    System should support credit card, debit cards and direct debit payments.

         System should provide complete audit functionality for tracking and
 1.10
         monitoring/reconciling the financial transactions taking place through


Ministry of Overseas Indian Affairs                                                    71
e-Governance in Emigration                               RFP Vol-I   Govt. of India




S.No.                                 Functional Specifications

         eMigrate application.


         Upon successful submission, system should generate a reference number for
 1.11    the application. System should also generate a printable copy of the
         completed form.

         System should allow the RA to track the status of the application using the
 1.12
         reference number

  2      System should automate the RA registration workflow

         System should only allow authorized PGoE/ PoE personnel to access the RA
         registration approval/rejection function.
  2.1
         The RA registration application is first to be scrutinized by a PoE and then
         forwarded to PGoE for approval.

         System should display the list of RA registration applications pending
  2.2
         approval

         System should provide pagination functionality to enable display of large
  2.3    number of applications. System should by default display summary of 10
         applications per page-however the user should be able to configure this.

         System should allow the user to sort (in both ascending and descending
  2.4    orders) and group the application list based upon certain parameters. (to be
         finalized during SRS).

         System should allow the user to view details for any application. A non-
  2.5    editable RA registration form with details as filled by the applicant should
         be displayed in such a case.

         System should allow the user to view scanned copies of each of the
  2.6
         attachments uploaded

         System should allow user to enter
  2.7
         notes/comments/investigation/verification for each application

  2.8    System should not allow modification of the details submitted by the RA

  2.9    System should allow user to upload documents

 2.10    System should display a progress window during document upload.



Ministry of Overseas Indian Affairs                                                     72
e-Governance in Emigration                               RFP Vol-I    Govt. of India




S.No.                                 Functional Specifications

         System should route the application to PGoE after the PoE has scrutinized
 2.11
         and updated the application with his comments.

         System should allow PGoE to approve/reject RA registration applications
 2.12    and should require the transaction to be digitally signed by the PGoE.
         System must seek a reason in case of rejection of the application

         Upon registration approval the system should:
         •   Generate a unique RA id
         •   Generate a printable registration certificate
 2.13
         •   Generate an application login id and password for the RA
         •   Send automatic mail to the RA with the registration certificate, login
             credentials and URL for registering digital certificate credentials

         System should log user actions and should keep a track of the
 2.14
         approval/rejection service levels

  3      System should provide for automatic registration approval

         System should automatically approve the RA registration request in case the
  3.1    same has not been approved or rejected by the PGoE within a defined time
         limit

         System should allow configuration of the auto-approval time limit. Only
  3.2
         nominated MOIA officials should have access to this function.

         System should send an automatic reminder mail to appropriate PGoE, two
  3.3    days prior to the expiry of the defined time limit. The email should contain
         the reference number of the application pending approval

         Upon registration auto-approval the system should:
         •   Generate a unique RA id
         •   Generate a printable registration certificate
         •   Generate an application login id and password for the RA
  3.4
         •   Send automatic mail to the RA with the registration certificate, login
             credentials and URL for registering digital certificate credentials
         •   Send an automatic mail to authorized PGoE official informing him of the
             auto-registration




Ministry of Overseas Indian Affairs                                                     73
e-Governance in Emigration                               RFP Vol-I    Govt. of India



9.1.9 RA renewal service

The functional specifications of the RA renewal service are provided below:

 S.No.                                Functional Specifications

  1      System should allow RAs to submit the RA renewal form online

         System should allow only authorized RA to submit application for its
  1.1
         registration renewal

         System should perform the following validations before displaying the
         renewal form:
         •   System should check if the RA has made more than 50 recruitments in
             each year of the registration period. If not, an appropriate error
  1.2        message should be displayed and user should not be allowed to proceed
             with renewal
         •   System should check if the RA status is blacklisted or suspended. If so,
             an appropriate error message should be displayed and user should not be
             allowed to proceed with renewal

  1.3    System should seek details as per the RA renewal form (refer annexure G.4)

         System should validate if all the mandatory details required have been
         entered. The system should also perform data validation on the input
  1.4
         provided. In case of any validation failure, the system should display an
         appropriate error message.

         System should allow uploading of scanned copies of supporting
  1.5    documents/attachments. The documents must be stored in a centralized
         data repository.

         System should display a progress window during uploading of the
  1.6
         documents.

         System should validate if requisite number of documents have been
  1.7
         uploaded. If not, system should display an appropriate error message

         System should provide an interface with online banking gateway to allow
  1.8
         the user to make RA renewal payment

  1.9    System should support credit cards, debit cards and direct debit payments.

 1.10    System should provide complete audit functionality for tracking and



Ministry of Overseas Indian Affairs                                                     74
e-Governance in Emigration                               RFP Vol-I   Govt. of India




S.No.                                 Functional Specifications

         monitoring/reconciling the financial transactions taking place through
         eMigrate application.

         Upon successful submission, system should generate a reference number for
 1.11
         the application

         System should allow the user to track the status of the application using the
 1.12
         reference number

  2      System should automate the RA renewal workflow

         System should only allow authorized PGoE personnel to access the RA
         renewal workflow function
  2.1
         The RA renewal application is first scrutinized by a PGoE executive and then
         forwarded to PGoE for approval

  2.2    System should display the list of RA renewal applications pending approval

         System should provide pagination functionality to enable display of large
  2.3    number of applications. System should by default display summary of 10
         applications per page-however the user should be able to configure this.

         System should allow the user to sort (in both ascending and descending
  2.4
         orders) and group the application list based upon certain parameters.

         System should allow the user to view details for any application. A non-
  2.5    editable RA renewal form with details as filled by the applicant should be
         displayed in such a case.

         System should allow user to enter
  2.6    notes/comments/investigation/verification. However, system should not
         allow modification of the details submitted by the RA

         System should allow the user to view scanned copies of each of the
  2.7
         attachments uploaded

  2.8    System should not allow modification of the details submitted by the RA

  2.9    System should allow user to upload documents

         System should display a progress window during uploading of the
 2.10
         documents.

 2.11    System should route the application to PGoE after the PGoE executive has


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e-Governance in Emigration                               RFP Vol-I    Govt. of India




S.No.                                 Functional Specifications

         scrutinized and updated the application with his comments.

         System should allow PGoE to approve/reject RA renewal applications and
 2.12    should require the transaction to be digitally signed by the PGoE. System
         must seek a reason in case of rejection of the application

         Upon renewal approval the system should:
         •   Update the end date for the registration
         •   Generate a printable renewal certificate
 2.13
         •   Update the upper limit of recruitments allowed for the RA.
         •   Send automatic mail to the RA with the renewal certificate and URL for
             updating digital certificate credentials

         System should ensure that the extended validity of the registration is
         exactly 3 years from the existing registration’s expiry date in case the RA
         rating is below 4 and 5 years if RA rating is 4 or higher. This functionality
 2.14
         like all other business rules should be parameterized and not hard-coded so
         that it can be changed any time by MOIA without any change required in the
         application code.

         System should log user actions and should keep a track of service levels at
 2.15
         various workflow stages

  3      System should provide for automatic renewal approval

         System should automatically approve the RA renewal request in case the
  3.1    same has not been approved or rejected by the PGoE within a defined time
         limit

         System should allow configuration of the auto-approval time limit. Only
  3.2
         nominated MOIA officials should have access to this function.

         System should send an automatic reminder mail to appropriate PGoE, two
  3.3    days prior to the expiry of the defined time limit. The email should contain
         the reference number of the application pending approval

         Upon renewal auto-approval the system should:
         •   Update the end date for the registration
  3.4    •   Generate a printable renewal certificate
         •   Update the upper limit of recruitments allowed for the RA.
         •   Send automatic mail to the RA with the renewal certificate and URL for


Ministry of Overseas Indian Affairs                                                      76
e-Governance in Emigration                                     RFP Vol-I    Govt. of India




    S.No.                                   Functional Specifications

                  updating digital certificate credentials

9.1.10 EA registration

The functional specifications of the enrolment agent registration service are provided
below:

    S.No.                                   Functional Specifications

              System should allow EAs to submit EA registration form online. It should
      4
              also allow the EA to track the registration status.

      4.1     System should seek details as per the EA registration form5

              System should apply spam control measures like ‘Captcha’ images to avoid
      4.2
              invalid details being automatically pushed into the system.

              System should check if the details entered match those of an existing EA. An
      4.3     error message should be displayed in such cases and further processing
              should be stopped

              System should validate if all the mandatory details required have been
              entered. The system should also perform data validation on the input
      4.4     provided. In case of any validation failure, the system should display an
              appropriate error message and redisplay the registration form for user’s
              action.

              System should allow uploading of scanned copies of supporting
      4.5     documents/attachments. The documents must be stored in a centralized
              data repository.

              System should display a progress window during uploading of the
      4.6
              documents.

              System should validate if requisite number of documents have been
      4.7
              uploaded. If not, system should display an appropriate error message.

              System should provide an interface with online banking gateway to allow
      4.8
              the user to make EA registration payment

      4.9     System should support credit cards, debit cards and direct debit payments.


5
    To be designed by IA based upon study

    Ministry of Overseas Indian Affairs                                                      77
e-Governance in Emigration                               RFP Vol-I   Govt. of India




S.No.                                 Functional Specifications

         System should provide complete audit functionality for tracking and
 4.10    monitoring/reconciling the financial transactions taking place through
         eMigrate application.

         Upon successful submission, system should generate a reference number for
 4.11    the application. System should also generate a printable copy of the
         completed form.

         System should allow the EA to track the status of the application using the
 4.12
         reference number

  5      System should automate the EA registration workflow

         System should only allow authorized PGoE personnel to access the EA
         registration approval/rejection function.
  5.1
         The EA registration application is first to be scrutinized by an authorized
         PGoE executive and then forwarded to the PGoE for approval.

         System should display the list of EA registration applications pending
  5.2
         approval

         System should provide pagination functionality to enable display of large
  5.3    number of applications. System should by default display summary of 10
         applications per page-however the user should be able to configure this.

         System should allow the PGoE executive to sort (in both ascending and
  5.4    descending orders) and group the application list based upon certain
         parameters (to be finalized as part of SRS).

         System should allow the PGoE executive to view details for any application.
  5.5    A non-editable EA registration form with details as filled by the applicant
         should be displayed in such a case

         System should allow the PGoE executive to view scanned copies of each of
  5.6
         the attachments uploaded

         System should allow PGoE executive to enter
  5.7
         notes/comments/investigation/verification for each application

  5.8    System should not allow modification of the details submitted by the EA

  5.9    System should route the application to PGoE after the PGoE executive has



Ministry of Overseas Indian Affairs                                                    78
e-Governance in Emigration                               RFP Vol-I    Govt. of India




 S.No.                                Functional Specifications

         scrutinized and updated the application with his comments.

         System should allow PGoE to approve/reject EA registration applications
 5.10    and should require the transaction to be digitally signed by the PGoE.
         System must seek a reason in case of rejection of the application

         Upon registration approval the system should:
         •   Generate a unique EA id
         •   Generate a printable registration certificate
 5.11
         •   Generate an application login id and password for the EA
         •   Send automatic mail to the EA with the registration certificate, login
             credentials and URL for registering digital certificate credentials

         System should log user actions and should keep a track of the
 5.12
         approval/rejection service levels

  6      System should provide for automatic registration approval

         System should automatically approve the EA registration request in case the
  6.1    same has not been approved or rejected by the PGoE within a defined time
         limit

         System should allow configuration of the auto-approval time limit. Only
  6.2
         nominated MOIA officials should have access to this function.

         System should send an automatic reminder mail to PGoE, two days prior to
  6.3    the expiry of the defined time limit. The email should contain the reference
         number of the application pending approval.

         Upon registration auto-approval the system should:
         •   Generate a unique EA id
         •   Generate a printable registration certificate
         •   Generate an application login id and password for the EA
  6.4
         •   Send automatic mail to the EA with the registration certificate, login
             credentials and URL for registering digital certificate credentials
         •   Send an automatic mail to authorized PGoE official informing him of the
             auto-registration

9.1.11 RA audit service

The functional specifications of the RA audit service are provided below:


Ministry of Overseas Indian Affairs                                                     79
e-Governance in Emigration                               RFP Vol-I    Govt. of India




 S.No.                                Functional Specifications

  1      System should allow capturing of RA audit findings

  1.1    System should allow only authorized PGoE officers to access the service.

         System should allow defining of audit periods. User should only be able to
         upload audit reports upto 15 days after the audit closure.
  1.2    System should allow configuration of the window within which the audit
         reports can be uploaded. Only nominated MOIA officials should have access
         to this function.

  1.3    System should have a provision to update the list of auditors in the system.

  1.4    System should allow assigning of auditors to RAs

         System should have provision for uploading the auditor report against a
  1.5
         particular RA.

         System should display a progress window during uploading of the
  1.6
         documents.

         Once the upload is complete, system should email the audit report to
  1.7
         authorized MOIA and PGoE officers.

         System should also allow authorized MOIA, PGoE officers to access the
  1.8    auditor reports from the eMigrate application. However, system should not
         allow modification of the reports.

  1.9    System should log user actions

9.1.12 RA/EA rating service

MOIA intends to conduct periodic rating of RA/ EA’s performance through third party
surveys as well as using the data captured in the eMigrate system. The IA will be required
to provision availability of related data in the format and manner asked by the MOIA. The
functional specifications of the RA /EA rating service are provided below:

   S.                                 Functional Specifications
  No.

  1      System should allow RA/EA ratings to be captured

         System should allow only authorized PGoE officers to access the RA/EA
  1.1
         rating service


Ministry of Overseas Indian Affairs                                                     80
e-Governance in Emigration                               RFP Vol-I   Govt. of India




  S.                                  Functional Specifications
 No.

         System should display a list of periods for which ratings can be uploaded.
  1.2
         The rating periods should be aligned to the audit periods

         System should allow bulk upload of ratings from an excel file. The file
         should have the following headers:
         •   RA id/EA id
  1.3    •   RA/EA name
         •   Rating
         •   Rationale
         •   Reference to audit report

         System should perform the following validations during bulk upload:
         •   Header record is as specified
         •   Id and name is valid for all records
         •   Rating is a whole number between 1 and 5
  1.4
         •   Multiple records for the same RA/EA are not supplied
         •   RA/EA rating data for the period specified should not already exist
         In case of any validation failure, an appropriate error message should be
         displayed

         System should allow the PGoE officer to rate RAs/EAs individually as well.
         The user should be able to search an RA by providing any of the following
  1.5    details:
         •   RA/EA name
         •   RA/EA id

         System should seek the following inputs from the PGoE officer to update the
         RA/EA rating
         •   Rating
         •   Rationale
  1.6
         •   Reference to audit report
         Modification of the RA/EA rating, once entered in the system, should
         require approval of a designated MOIA official. A workflow is needed for the
         approval for modification from the corresponding MOIA official.

  1.7    System should log user actions




Ministry of Overseas Indian Affairs                                                     81
e-Governance in Emigration                               RFP Vol-I    Govt. of India



9.1.13 FE accreditation service

The functional specifications of the FE accreditation service are provided below:

   S.                                 Functional Specifications
  No.

         System should allow FEs to submit FE accreditation form online. It should
  1
         also allow the FE to track the registration status.

         System should seek details as per the FE accreditation form (refer annexure
  1.1
         G.5)

         System should apply spam control measures like ‘Captcha’ images to avoid
  1.2
         invalid details being automatically pushed into the system

         System should check if the details entered match those of an existing FE. An
         error message should be displayed if a combination of the following fields
  1.3    match: and further processing should be stopped:
         •   FE name
         •   Website URL

         System should validate if all the mandatory details required have been
         entered. The system should also perform data validation on the input
  1.4    provided. In case of any validation failure, the system should display an
         appropriate error message and redisplay the accreditation form for user’s
         action

         System should allow uploading of scanned copies of supporting
  1.5    documents/attachments. The documents must be stored in a centralized
         data repository.
         System should display a progress window during uploading of the
  1.6
         documents.

         System should validate if requisite number of documents have been
  1.7
         uploaded. If not, system should display an appropriate error message.

         System should provide an interface with online banking gateway to allow
  1.8
         the user to make FE accreditation payment

         System should support both credit cards, debit cards and direct debit
  1.9
         payments.

 1.10    System should provide complete audit functionality for tracking and



Ministry of Overseas Indian Affairs                                                     82
e-Governance in Emigration                                RFP Vol-I   Govt. of India




  S.                                  Functional Specifications
 No.

         monitoring/reconciling the financial transactions taking place through
         eMigrate application.

         Upon successful submission, system should generate a reference number for
 1.11    the application. System should also generate a printable copy of the
         completed form.

         System should allow the FE to track the status of the application using the
 1.12
         reference number

  2      System should automate the FE accreditation workflow

         System should allow only authorized Indian Mission officials to access the FE
         accreditation function
  2.1    The accreditation request is first scrutinized by an authorized Indian Mission
         executive. It is then forwarded to the designated Indian Mission officer /
         head for approval.

         System should have online workflow features to route the application to
  2.2
         authorized Indian Mission executive for scrutiny.

         System should allow the Indian Mission executive to update the FE
         accreditation request. It should allow the following details to be captured:
         •   Verification of information provided by FE
  2.3
         •   Any secondary research done on the FE
         •   Analysis of FE records in the eMigrate system
         •   Query with local authorities on bonafides of FE

  2.4    System should allow uploading of documents

         System should display a progress window during uploading of the
  2.5
         documents.

         System should route the application to the designated Indian Mission officer
         for approval after the Indian Mission executive has scrutinized and updated
  2.6
         the application with his comments. The routing shall be enabled by a proper
         workflow to seek an approval.

         System should allow the designated Indian Mission officer to approve/reject
  2.7
         the request. System must seek a reason in case of rejection of the request.



Ministry of Overseas Indian Affairs                                                       83
e-Governance in Emigration                               RFP Vol-I    Govt. of India




   S.                                 Functional Specifications
  No.

         Upon approval, system should
         •   Generate a unique FE id
         •   Generate a printable accreditation certificate
  2.8
         •   Generate an application login id and password for the FE
         •   Send automatic mail to the FE with the accreditation certificate, login
             credentials and URL for registering digital certificate credentials

         System should log user actions and should keep a track of service levels at
  2.9
         various workflow stages

  3      System should provide for automatic accreditation approval

         System should automatically approve the accreditation request in case the
  3.1    same has not been approved or rejected by the Indian Mission officials
         within a defined time limit.

         System should allow configuration of the auto-approval time limit. Only
  3.2
         nominated MOIA officials should have access to this function.

         System should send an automatic reminder mail to appropriate Indian
         Mission officials, two days prior to the expiry of the defined time limit. The
  3.3
         email should contain the reference number of the application pending
         approval.

         Upon registration auto-approval the system should:
         •   Generate a unique FE id
         •   Generate a printable accreditation certificate
         •   Generate an application login id and password for the FE
  3.4
         •   Send automatic mail to the FE with the accreditation certificate, login
             credentials and URL for registering digital certificate credentials
         •   Send an automatic mail to authorized Indian Mission officer informing
             him of the auto-accreditation

9.1.14 PE accreditation service

The functional specifications of the PE accreditation service are provided below:

   S.                                 Functional Specifications
  No.



Ministry of Overseas Indian Affairs                                                       84
e-Governance in Emigration                               RFP Vol-I    Govt. of India




  S.                                  Functional Specifications
 No.

         System should allow PEs to submit PE accreditation form online. It should
  1
         also allow the PE to track the registration status.

         System should seek details as per the PE accreditation form (refer annexure
  1.1
         G.5)

         System should apply spam control measures like ‘Captcha’ images to avoid
  1.2
         invalid details being automatically pushed into the system

         System should check if the details entered match those of an existing PE. An
         error message should be displayed if the following fields match and further
         processing should be stopped:
  1.3
         •   PE name
         •   Name of the authorized signatory
         •   Website URL

         System should validate if all the mandatory details required have been
         entered. The system should also perform data validation on the input
  1.4    provided. In case of any validation failure, the system should display an
         appropriate error message and the accreditation form should be redisplayed
         for user’s action.

         System should allow uploading of scanned copies of supporting
  1.5    documents/attachments. The documents must be stored in a centralized
         data repository.

  1.6    System should display a progress window during document upload.

         System should validate if requisite number of documents have been
  1.7
         uploaded. If not, system should display an appropriate error message.

         System should provide an interface with online banking gateway to allow
  1.8
         the user to make PE accreditation payment

  1.9    System should support credit cards, debit cards and direct debit payments.

         System should provide complete audit functionality for tracking and
 1.10    monitoring/reconciling the financial transactions taking place through
         eMigrate application.

 1.11    Upon successful submission, system should generate a reference number for



Ministry of Overseas Indian Affairs                                                     85
e-Governance in Emigration                                RFP Vol-I   Govt. of India




  S.                                  Functional Specifications
 No.

         the application. System should also generate a printable copy of the
         completed form.

         System should allow the PE to track the status of the application using the
 1.12
         reference number

  2      System should automate the PE accreditation workflow

         System should allow only authorized PGoE officials to access the PE
         accreditation function
  2.1
         The accreditation request is first scrutinized by an authorized PGoE
         executive. It is then forwarded to PGoE for approval.

         System should have online workflow features to route the application to
  2.2
         authorized PGoE executive for scrutiny.

         System should allow the PGoE executive to update the PE accreditation
         request. It should allow the following details to be captured:
         •   Verification of information provided by PE
  2.3
         •   Any secondary research done on the PE
         •   Analysis of PE records in the eMigrate system
         •   Query with local authorities on bonafides of PE

  2.4    System should allow uploading of documents

         System should display a progress window during uploading of the
  2.5
         documents.

         System should route the application to PGoE after the PGoE executive has
  2.6    scrutinized and updated the application with his comments. An appropriate
         workflow may be enabled to seek the approval / rejection.

         System should allow the PGoE to approve/reject the request. System must
  2.7
         seek a reason in case of rejection of the application.

         Upon approval, system should
         •   Generate a unique PE id
  2.8    •   Generate a printable accreditation certificate
         •   Generate an application login id and password for the PE
         •   Send automatic mail to the PE with the accreditation certificate, login



Ministry of Overseas Indian Affairs                                                    86
e-Governance in Emigration                                RFP Vol-I     Govt. of India




   S.                                 Functional Specifications
  No.

               credentials and URL for registering digital certificate credentials

          System should log user actions and should keep a track of service levels at
  2.9
          various workflow stages

  3       System should provide for automatic accreditation approval

          System should automatically approve the accreditation request in case the
  3.1     same has not been approved or rejected by the PGoE within a defined time
          limit

          System should allow configuration of the auto-approval time limit. Only
  3.2
          nominated MOIA officials should have access to this function.

          System should send an automatic reminder mail to PGoE, two days prior to
  3.3     the expiry of the defined time limit. The email should contain the reference
          number of the application pending approval.

          Upon registration auto-approval the system should:
          •    Generate a unique PE id
          •    Generate a printable accreditation certificate
          •    Generate an application login id and password for the PE
  3.4
          •    Send automatic mail to the PE with the accreditation certificate and
               login credentials
          •    Send an automatic mail to authorized PGoE official informing him of the
               auto-accreditation

9.1.15 FE/PE rating service

MOIA intends to conduct periodic rating of FE/ PE’s performance through third party
surveys as well as using the data captured in the eMigrate system. The IA will be required
to provision availability of related data in the format and manner asked by the MOIA. The
functional specifications of the FE/PE rating service are provided below:

 S. No.                               Functional Specifications

  1           System should allow FE ratings to be captured

              System should allow only authorized Indian Mission officials to access the
  1.1
              FE rating function



Ministry of Overseas Indian Affairs                                                        87
e-Governance in Emigration                                  RFP Vol-I   Govt. of India




 S. No.                               Functional Specifications

           System should display a list of periods for which ratings can be uploaded.
  1.2
           System should be able to generate rating periods automatically

           User should not be able to update the FE ratings in case there is no open
  1.3
           period (a period for which the ratings have not been uploaded)

           System should allow bulk upload of FE ratings from an excel file. The file
           should have the following headers:
           •   FE id
  1.4
           •   FE name
           •   FE rating
           •   Rationale

           System should perform the following validations during bulk upload:
           •   Header record is as specified
           •   FE id and FE name is valid for all records
           •   User has appropriate rights to rate the FE
  1.5      •   FE rating is a whole number between 1 and 5
           •   Multiple records for the same FE are not supplied
           •   FE rating data for the period specified should not already exist
           In case of any validation failure, an appropriate error message should be
           displayed and the page should be reloaded for user’s action.

           System should allow the user to rate FEs individually as well. The user
           should be able to search an FE by providing any of the following details:
  1.6
           •   FE name
           •   FE Id

           System should seek the following inputs from the user to update the FE
           rating
           •   Rating
  1.7
           •   Rationale
           Modification of the FE rating, once entered in the system, should require
           approval of a designated MOIA official.

           System should log user actions and should keep a track of service levels at
  1.8
           various workflow stages




Ministry of Overseas Indian Affairs                                                      88
e-Governance in Emigration                               RFP Vol-I   Govt. of India



9.1.16 Agent de-registration / suspension service

The functional specifications of the Agent de-registration /suspension service is provided
below:

  S.                                  Functional Specifications
  No.

  1      System should allow de-registration /suspension of RA/EA

  1.1    System should allow only authorized PGoE officials to access the service.

         System should seek whether the user intends to de-register or suspend an
  1.2    RA/EA. A suspension is a temporary action while de-registration is
         permanent and cannot be revoked.

         System should seek the following details from the user:
         •   RA/EA id
         •   Reason for de-registration or suspension (reason may also be voluntary
  1.3
             de-registration request by the RA/ EA)
         •   Copy of the show cause notice and any other correspondences
         •   Associated grievances (if any)

         System should allow the RA/EA id to be searched by providing RA/ EA
  1.4
         company name

         System should allow grievances cases to be linked/associated with the de-
  1.5
         registration / suspension request

         System should allow uploading documents of evidence while de-registering
  1.6
         /suspension of the RA/EA

  1.7    System should display a progress window during uploading of the documents

         System should validate if all the mandatory details required have been
         entered. System should also perform data validation on the input provided.
  1.8
         In case of any validation failure, the system should display an appropriate
         error message.

         Upon successful submission of details, system should save the request and
  1.9
         route it to PGoE for approval/rejection.

         System should allow the PGoE to approve / reject the request and should
 1.10
         require the transaction to be digitally signed by the PGoE. System must seek



Ministry of Overseas Indian Affairs                                                     89
e-Governance in Emigration                               RFP Vol-I   Govt. of India




   S.                                 Functional Specifications
  No.

         a reason in case of approval of the request.

         Upon approval, system should update the RA/EA details to reflect de-
         registration or suspension.
         In case of suspension, system should temporarily lock user account to
 1.11    prevent any activity being conducted by the RA/EA.
         In case of de-registration, system should permanently disable user account
         and delete digital certificate credentials captured in the system to de-
         authorize RA/EA from conducting overseas recruitment business.

  2      System should allow suspension status to be revoked

  2.1    System should allow only authorized PGoE officials to access the service

  2.2    System should display the list of the RAs/EAs that have been suspended

         System should allow the user to select the agent that no longer needs to be
  2.3
         suspended

  2.4    System should mandate an entry of the reason for revocation of suspension

  2.5    System should allow the user to upload any supporting documents

  2.6    System should display a progress window during uploading of the documents

         System should validate if all the mandatory details required have been
         entered. The system should also perform data validation on the input
  2.7
         provided. In case of any validation failure, the system should display an
         appropriate error message.

         Upon successful submission of details, system should route the request to
  2.8
         PGoE for his approval

         System should allow the PGoE to approve / reject the revocation request.
         Upon approval, system should update the RA/EA details to reflect that it is
  2.9    no longer suspended. RA/EA’s user account should also get unlocked.
         However, history of suspension and revocation must be maintained and
         displayed as part of the RA/EA details.

9.1.17 Employer de-accreditation/blacklisting service

The functional specifications of the Employer de-accreditation service are provided below:


Ministry of Overseas Indian Affairs                                                     90
e-Governance in Emigration                                 RFP Vol-I   Govt. of India




  S.                                  Functional Specifications
 No.

  1      System should allow de-accreditation/blacklisting of FE/PE

         System should allow only authorized Indian Mission and PGoE officials to
  1.1
         access the service

         System should seek whether the user intends to de-accredit or blacklist an
  1.2    employer. Blacklisting is a temporary action while de-accreditation is
         permanent and cannot be revoked.

         System should seek the following details following details:
         •   FE/PE id
  1.3
         •   Reason for de-accreditation or blacklisting
         •   Associated grievances (if any)

         System should allow the FE/PE id to be searched by providing company
  1.4
         name

  1.5    System should allow uploading of relevant documents

  1.6    System should display a progress window during document upload

         System should validate if all the mandatory details (to be finalized as part
         of SRS) required have been entered. System should also perform data
  1.7
         validation on the input provided. In case of any validation failure, the
         system should display an appropriate error message.

         Upon successful submission of details, system should save the request and
  1.8
         route it to authorized Indian Mission official or PGoE for approval/rejection.

         System should allow the Indian Mission official / PGoE to approve / reject
  1.9
         the request. System must seek a reason in case of approval of the request.

         Upon approval, system should update the FE/PE details to reflect de-
         accreditation or suspension.
         In case of blacklisting, system should temporarily lock user account to
 1.10    prevent any activity being conducted by the FE/PE.
         In case of de-accreditation, system should permanently disable user account
         and delete digital certificate credentials captured in the system to de-
         authorize FE/PE from conducting overseas recruitment business.

  2      System should allow blacklisting status to be revoked



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  S.                                  Functional Specifications
  No.

         System should allow only authorized Indian Mission and PGoE officials to
  2.1
         access the service

  2.2    System should display the list of the FE/PEs that have been blacklisted

         System should allow the user to select the employer that no longer needs to
  2.3
         be blacklisted

         System should seek the reason for revocation of de-accreditation or
  2.4
         blacklisting

  2.5    System should allow the user to upload any supporting documents

  2.6    System should display a progress window during uploading of the documents

         System should validate if all the mandatory details required have been
         entered. The system should also perform data validation on the input
  2.7
         provided. In case of any validation failure, the system should display an
         appropriate error message.

         Upon successful submission of details, system should update the FE/PE
         details to reflect that it is no longer blacklisted. FE/PE’s user account
  2.8    should also get unlocked.
         However, history of blacklisting and revocation must be maintained and
         displayed as part of the FE/PE details.

9.1.18 Grievance management service

The functional specifications of the grievance management service are provided below:

  S.                                  Functional Specifications
  No.

  1      System should allow capturing of stakeholder grievances

         System should allow only authorized OWRC, PGoE and Indian Mission
         officials to access the grievance management service for submitting and
  1.1    updating grievance cases.
         System should allow citizens to access the grievance management service
         for submitting and tracking their grievances

  1.2    System should seek details as per the grievance request form (refer


Ministry of Overseas Indian Affairs                                                     92
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  S.                                  Functional Specifications
 No.

         annexure G.2) for creating a grievance case. The grievance category should
         be captured for every request.

         System should validate if all the mandatory details required have been
         entered. The system should also perform data validation on the input
  1.3
         provided. In case of any validation failure, the system should display an
         appropriate error message.


         Upon successful submission, the system should generate a unique case
  1.4
         number for the grievance which can be used for tracking purposes


  2      System should automate the grievance redressal workflow

         System should have online workflow features to route the application to
         appropriate authorities. The grievance case should be forwarded
         automatically to an appropriate personnel based upon the grievance
         category:
  2.1
                Grievance Category             Assigned to
             Complaint against FE            Indian Mission
             Complaint against RA            PGoE
             Complaint against Emigrant      PGoE

         System should have a functionality to define the grievance handling
  2.2
         personnel at Indian Mission and PGoE to whom the case should be forwarded

         System should allow the grievance case to be updated only by the personnel
  2.3
         to whom the grievance case is assigned.

         System should allow the grievance case status to be updated. The possible
         statuses can be:
         •     Pending with Indian Mission
  2.4    •     Pending with PGoE
         •     Closed
         System should seek the grievance redressal details (e.g. action taken) when
         the status is changed to ‘Closed’

         System should send an automatic reminder mail to the official handling the
  2.5
         grievance one week (should be configurable) prior to the timeline specified



Ministry of Overseas Indian Affairs                                                        93
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   S.                                 Functional Specifications
  No.

         as per the defined service levels. The email should contain the unique case
         number pending resolution.

         System should automatically escalate the case to Head of Mission/MOIA
  2.6
         secretary if the case is not closed as per the defined service levels

  2.7    System should allow the user to upload scanned documents

         System should log user actions and should keep a track of service levels at
  2.8
         various workflow stages


9.1.19 Interface with Pension Scheme

ICOE is working on a “return and re-settlement fund” (as of now known as Pension Scheme
for Emigrants). Details for this scheme are being finalized by the ICOE and the MOIA. It is
expected that the scheme will become functional around the start of eMigrate project
implementation. The MOIA wants to link the eMigrate system with this scheme for relevant
data capture and MIS. IA will be required to capture during SRS preparation the details of
this scheme as well as the requirements for interface with the eMigrate system in a
manner desired by the MOIA.

9.1.20 Digital certificate management service

The functional specifications of the digital certificate management service provided below
are not exhaustive. IA will be required to document detailed requirements for digital
certificate management in consultation with MOIA and as per industry standards.

 S.No.                                Functional Specifications

         System should allow RA/EA/FE/PEs to register their digital certificate
  1
         credentials

         System should seek the following details from the user:
         •   Reference number for the registration/accreditation application
  1.1
         •   Id (RA id/EA id/FE id/PE id)
         •   Organization name

         System should apply spam control measures like ‘Captcha’ images to avoid
  1.2
         invalid details being automatically pushed into the system




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S.No.                                 Functional Specifications

         System should validate if all the mandatory details have been entered.
         System should also perform data validation on the input provided. In case of
  1.3    any validation failure, the system should display an appropriate error
         message


         System should validate if registration/attestation application has been
         approved. In case the application has not been approved or the reference
         number provided is incorrect, system should display an appropriate error
         message and should reload the page.
  1.4
         In case the application has been approved, system should validate if the
         organization’s name and id provided by the user matches with the details
         associated with application. If not, system should display an appropriate
         error message and should reload the page.

         System should also validate if the system already has user’s digital
         certificate credentials. If so, system should display an appropriate error
  1.5
         message and should provide a link for updating the digital certificate
         credentials.

         Upon successful validation of the information provided, system should seek
         the following inputs from the user:
  1.6    •   Digital certificate
         •   Security question (to allow updating of digital certificate in future)
         •   Security answer (to allow updating of digital certificate in future)

         System should ascertain the validity of the digital certificate through the
         certifying agency. In case the certificate if invalid or has expired, system
         should display an appropriate error message and should not allow user to
  1.7
         proceed.
         System should also validate if the security question and answer have been
         entered.

         Upon successful validation, system should capture the digital certificate
         credentials in its repository to allow the user to access restricted areas of
  1.8
         the system using a VPN. It should also record the security question and
         answer as part of user details.

  2      System should allow an RA/EA/FE/PEs to update their digital certificate



Ministry of Overseas Indian Affairs                                                      95
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S.No.                                 Functional Specifications

         credentials

         System should seek the following details from the user:
  2.1    •   Id (RA id/EA id/FE id/PE id)
         •   Organization name

         System should apply spam control measures like ‘Captcha’ images to avoid
  2.2
         invalid details being automatically pushed into the system

         System should validate if all the mandatory details have been entered.
         System should also perform data validation on the input provided. In case of
  2.3
         any validation failure, the system should display an appropriate error
         message,

         System should ascertain the validity of registration/attestation. In case the
         id is incorrect or the registration/attestation has expired, system should
         display an appropriate error message and should reload the page.
  2.4
         System should validate if the organization’s name and id details provided by
         the user match. If not, system should display an appropriate error message
         and should reload the page.

         Upon successful validation, system should display the security question
         (captured as part of registration of digital certificate credentials) and
  2.5    should seek the following details:
         •   Answer to the security question
         •   New digital certificate

         System should validate if the answer to the security question is correct. If
  2.6    not, system should display an appropriate error message and should not
         allow the user to proceed further.

         System should ascertain the validity of the digital certificate through the
  2.7    certifying agency. In case the certificate if invalid or has expired, system
         should display an appropriate error message and should reload the page.

         Upon successful validation, system should update user’s digital certificate
  2.8    credentials in its repository to allow the user to access restricted areas of
         the system using a VPN

         System should allow IM officials to register/update their digital
  3
         certificate credentials


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 S.No.                                Functional Specifications

         System should seek the following inputs from the user:
         •   Security code (this code is generated through the User Administration
  3.1
             service)
         •   Digital certificate

         System should apply spam control measures like ‘Captcha’ images to avoid
  3.2
         invalid details being automatically pushed into the system

         System should check if the security code is valid. If not, system should
         display an appropriate error message and should reload the page.
  3.3    System should also check if the security code has been used before. If so,
         system should display an appropriate error message and should not allow
         the user to proceed.

         System should ascertain the validity of the digital certificate through the
  3.4    certifying agency. In case the certificate is invalid or has expired, system
         should display an appropriate error message and should reload the page.

         In case of three consecutive invalid entries by the user, system should not
  3.5    allow user to access this functionality for a pre-defined time period (should
         be configurable)

         Upon successful validation, system should capture/update user’s digital
  3.6    certificate credentials in its repository to allow the user to access restricted
         areas of the system using a VPN

9.1.21 User administration service

The functional specifications of the user administration service provided below are not
exhaustive. IA will be required to document detailed requirements for user administration
in consultation with MOIA and as per industry standards.

 S.No.                                Functional Specifications

  1      System should allow defining of access groups and policies

         System should allow only authorized system administrators to access this
  1.1
         function

         System should allow the administrator to define access groups/create
  1.2
         access policies



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S.No.                                 Functional Specifications

  1.3    System should support defining of time or location based policies

         System should support defining of fine-grained access control to service,
  1.4
         functionality, file, page, or objects

  2      System should allow creation/deactivation/updating of user accounts

  2.1    System should allow only authorized administrators to access this function

         System should allow creation of new user accounts and should seek the
         following inputs for the same:
         •   User type ( IM official, PGoE, MOIA, Administrator etc.)
         •   First Name
         •   Last Name
         •   Middle Name
         •   Address Line 1
  2.2
         •   Address Line 2
         •   City
         •   State
         •   Pin Code
         •   Office Number
         •   Mobile Number
         •   Email id

         System should validate the inputs provided by the user and display an
  2.3
         appropriate error message if any of the inputs is not valid.

         In case the inputs provided are valid, system should automatically generate
  2.4    a new user id using the first name and last name (logic for generating the
         user id to be finalized as part of SRS).

         System should automatically assign appropriate access group to the user
  2.5
         depending upon the user type.

         System should automatically generate a password for the new user and
         email the login details to the email id provided. In case of IM user accounts,
         system should generate a random security code (details to be finalized as
  2.6
         part of SRS) that can be used by the IM official for registering digital
         certificate credentials. This code along with the URL for registering digital
         certificate credentials should be sent to the user in a separate email.



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 S.No.                                Functional Specifications

         System should allow deactivation of user accounts. The account entries
  2.7    should only be deactivated and should not be removed from the database
         on deactivation

         System should allow updating of user accounts. The following should be
         possible:
         •   Updating of user details
  2.8    •   Resetting of password
         •   Updating of the access group to which the user has access
         •   Generation of security code for IM users to allow updating of digital
             certificate credentials

  2.9    System should log user actions

  3      System should provide a self-service module to users

         System should have a self service module in which the user can modify the
         following details:
         •   Email id
         •   Contact number
  3.1
         •   Address
         •   Password
         •   Security question and answer (in case of RA/EA/FE/PE – required for
             updating of digital certificate credentials)

  3.2    System should provide access to the self-service module post user-login

  3.3    System should log user actions

9.1.22 Configuration management service

The functional specifications of the configuration management service provided below are
not exhaustive. IA will be required to document detailed requirements for configuration
management in consultation with MOIA and as per industry standards.

 S.No.                                Functional Specifications

         System should allow configuration of various business properties
  1
         impacting various emigration services

  1.1    System should allow only authorized MOIA officials to access the service.



Ministry of Overseas Indian Affairs                                                      99
e-Governance in Emigration                               RFP Vol-I     Govt. of India




 S.No.                                Functional Specifications

         System should allow configuration of the following properties. Note: This is
         an indicative list and IA would need to detail this as part of the SRS phase
         •   List of notified countries
         •   RA registration validity period
  1.2    •   Authorized users for various approval functions
         •   Demand expiry period
         •   Audit periods
         •   Master data
         •   Other business rules and meta data

  1.3    System should log all user actions

9.1.23 MIS service

The functional specifications of the MIS service provided below are not exhaustive. IA will
be required to document detailed requirements related to MIS reports, generation and
distribution in consultation with MOIA and as per industry standards.

 S.No.                                Functional Specifications

  2      System should allow configuration of MIS reports

         System should allow only authorized MOIA, PGoE, Indian Mission officials and
  2.1
         any other agency/ official authorized by MOIA to access the service.

         System should allow creation and updating of MIS report templates. An
         indicative list of reports to be generated is provided below: Note: Certain
         reports may be asked on an ad-hoc basis dynamically and the system should
         be capable of generating such reports on a short notice.
         •   Number of agent registration applications processed
         •   Number of FE accreditation applications processed
         •   Number of emigrant registrations processed
  2.2
         •   Number of student registrations processed
         •   Country-wise, RA-wise, FE-wise data on the number of emigrants who
             left country for overseas employment
         •   Country-wise, EA-wise, Foreign University-wise data on the number of
             students who left country for education
         •   Number of grievances recorded/ addressed/ pending resolution
         •   Average resolution time in various grievance categories


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S.No.                                 Functional Specifications

         •   Number of cases where action was taken against RA/EA/FE/PE/Emigrant
         •   RA-wise data on the FEs he has worked with
         •   Number of FE/PEs de-accredited/ blacklisted
         •   Number of RA/EAs de-registered
         •   Number of cases pending (against RAs) for more than 2 months.
         •   List of RAs who have not appointed Auditors
         •   List of RAs whose auditor reports have not been uploaded
         •   RA wise exceptions noted by auditors
         •   List of RAs who could not be rated
         •   List of RAs with a rating of less than 3
         •   List of RAs with a rating of 5
         •   Country wise FE accreditation
         •   List of FEs with rating of less than 2
         •   Number of PE applications received and processed
         •   Number of dispute cases handled and settled

         System should allow configuration of the following properties of the MIS
         reports:
  2.3
         •   Frequency of generation
         •   Recipient list

  2.4    System should log user actions

  3      System should automatically generate and email MIS reports

         System should automatically generate and email MIS reports as per defined
  3.1
         frequency

         System should allow authorized personnel to generate MIS reports as per
  3.2    need (dynamic reporting to the extent of underlying data being available in
         the database)

  3.3    System should log user actions

         Reports generated should have various formatting, filtering and other
  4
         features

  4.1    Reports generated should be XML transformable.

  4.2    Data extracted from the database should be able to be aggregated to form



Ministry of Overseas Indian Affairs                                                    101
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 S.No.                                Functional Specifications

         reporting fields

  4.3    Data should be able to be formatted for different types of views

  4.4    Reports should support filters and drill down features

         Reports should be convertible to/ ‘save’able-as multiple file formats
  4.5
         (commonly used ones like PDF, word, html, excel etc.)

         Users should be able to customize reports on demand and shall support
  4.6
         filtering, searching and sorting within a report

         Users should be able to “save” reports so that they need not be re-
  4.7
         generated every time it is viewed

9.1.24 Document Management Service

The functional specifications of the document management service provided below are not
exhaustive. IA will be required to document detailed requirements related to document
management in consultation with MOIA and as per industry standards.

 S.No.                                Functional Specifications

         System should have an interface with the scanning software, and other
  1
         modules of the eMigrate application

         System should allow the user to assign a note/annotation to a document
  2
         image.

         System should support saving of documents based on stakeholder id,
  3
         document type and serial number

         System should employ efficient mechanism for indexing documents to
  4
         facilitate quick retrieval

  5      System should allow documents to be referenced to respective stakeholders

         System should store different pages in a document as a single image. It
  6      should assign image numbers to pages of a single document and should allow
         retrieval of the complete document as a single image

         System should allow the support of multiple, simultaneous indexing
  7      sessions. System performance should not degrade due to multiple indexing
         sessions.


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    S.No.                                 Functional Specifications

      8      System should support date and time stamps for the document intake

             System should support the viewing of documents through the eMigrate
      9
             application

             System should support the view by page, next page, previous page, by page
      10
             number of the document, view rotation etc.

      11     Documents shall be searchable by notes, comments and indices

             System should support the view of thumbnails for the pages in the
      12
             documents

9.1.25 Authentication service

The functional specifications of the authentication service provided below are not
exhaustive. IA will be required to document detailed requirements related to user
authentication and authorization in consultation with MOIA and as per industry standards.

      S.                                  Functional Specifications
     No.

             System should provide a mechanism for authenticating and authorizing
      1
             users before allowing access to restricted areas6 of the application

             System should display the login page as the first page when the user enters
      1.1
             the restricted area of the eMigrate application.

             System should seek the following inputs for login:
      1.2    •   User name
             •   Password

             System should have separate mechanisms for validating the login credentials
             of partners and internal users. Partners (RA, EA, FE, PE) should be
      1.3    authenticated using the partner user profile repository, while the internal
             users (PGoE, Indian Mission, MOIA, ICOE, OWRC) should be authenticated
             using internal user profile repository.

             System should give a welcome message once the user is able to successfully
      1.4
             login to the eMigrate application. The eMigrate services to which the user



6
    Refer Annexure D

    Ministry of Overseas Indian Affairs                                                    103
e-Governance in Emigration                               RFP Vol-I    Govt. of India




   S.                                 Functional Specifications
  No.

         has access to should be displayed as links in the left navigation bar.

         System should display an error message if the user provides incorrect login
  1.5
         information

         System should display an error message if the user is not authorized to
  1.6
         access the functionality

  1.7    System should notify the user in case the caps lock is on

         System should allow a user who forgets the password to access the new
  1.8
         password generation mechanism

  1.9    System should prompt the user to change the password in case of first login

 1.10    System should block a user if he puts in wrong login info continuously thrice

9.1.26 Information dossier service

The functional specifications of the information dossier service are provided below:

 S.No.                                Functional Specifications

         System should allow the user to get consolidated information on
  1
         emigrants and students

  1.1    System should allow only authorized users to access this function

         System should allow the user to search for an emigrant based upon any of
         the following:
  1.2
         •   Emigrant/Student name
         •   Passport number

         In case no records are found based upon the search criteria, system should
  1.3
         display an appropriate error message

         In case multiple records are found based upon the criteria provided, system
         should display a summarized view of the results. System should provide
  1.4    pagination functionality to enable display of large number of records.
         System should by default display summary of 100 records per page-however
         the user should be able to configure this.




Ministry of Overseas Indian Affairs                                                      104
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S.No.                                 Functional Specifications

         User should be able to view drilled down information about an emigrant/
         student. The information should include:
         •   Personal details (photograph, first name, last name etc.)
         •   Employment record (FE/PE, Job category, country, salary, emigrant
  1.5
             registration details etc.) / Education records (EA, Foreign University
             etc.)
         •   Grievances reported
         •   Travel details (exit and return to India etc.)

         System should allow the user to view details about RA/EA/FE/PEs associated
  1.6
         with the emigrant

         System should allow the user to view all documents associated with the
  1.7
         emigrant/ student

         System should allow the user to generate dynamic reports about emigrants/
  1.8
         students as per need

  2      System should allow the user to get consolidated information on RAs/ EAs

  2.1    System should allow only authorized users to access this function

         System should allow the user to search for an RA/ EA based upon any of the
         following:
  2.2
         •   Company name
         •   Name of proprietor/managing director

         In case no records are found based upon the search criteria, system should
  2.3
         display an appropriate error message

         In case multiple records are found based upon the criteria provided, system
         should display a summarized view of the results. System should provide
  2.4    pagination functionality to enable display of large number of records.
         System should by default display summary of 100 records per page-however
         the user should be able to customize configure this.

         User should be able to view drilled down information about an RA/EA. The
         information should include:
  2.5    •   Organization details (Nature of the organization, Address etc.)
         •   Registration details (Registration date, any de-registration/suspension
             history etc.)


Ministry of Overseas Indian Affairs                                                    105
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S.No.                                 Functional Specifications

         •   Recruitment details (Emigrants recruited till date, associated FEs/PEs
             etc.)
         •   Grievances reported against the RA till date
         •   Sub-agent details

         System should allow the user to view details about
  2.6
         emigrants/students/FE/PEs associated with the RA/ EA

         System should allow the user to view all documents associated with the
  2.7
         RA/EA

         System should allow the user to generate dynamic reports about RAs/EAs as
  2.8
         per need

  3      System should allow the user to get consolidated information on FEs/PEs

  3.1    System should allow only authorized users to access this function

         System should allow the user to search for an FE/PE based upon any of the
         following:
  3.2    •   FE/PE name
         •   Name of the authorized signatory
         •   Country of operation

         In case no results are found based upon the search criteria, system should
  3.3
         display an appropriate error message

         In case multiple FE/PEs are found based upon the criteria provided, system
         should display a summarized view of the results. System should provide
  3.4    pagination functionality to enable display of large number of FE/PEs.
         System should by default display summary of 100 results per page-however
         the user should be able to configure this.

         User should be able to select and view consolidated information about an
         FE/PE. The information should include:
         •   Organization details (Nature of the organization, Address etc.)
  3.5    •   Accreditation details (Accreditation date, any de-
             accreditation/suspension history etc.)
         •   Recruitment details (Emigrants recruited till date, associated RAs etc.)
         •   Grievances reported against the FE/PE till date




Ministry of Overseas Indian Affairs                                                     106
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 S.No.                                Functional Specifications

         System should allow the user to view details about emigrants/RAs
  3.6
         associated with the FE/PE

         System should allow the user to view all documents associated with the
  3.7
         FE/PE

         System should allow the user to generate dynamic reports about RAs as per
  3.8
         need

9.1.27 Email service

The functional specifications of the email service provided below are not exhaustive. IA
will be required to document detailed requirements related to email service in
consultation with MOIA and as per industry standards.

 S.No.                                Functional Specifications

  1      System should use a reliable SMTP server for sending and receiving emails

         System should allow creation and configuration of various mailboxes (around
  2
         10 functional mailbox accounts with minimum mailbox size of 200 MBs)

  3      System should allow templates to be created for composing emails

         System should provide standard functions for sending mails from the
  4
         eMigrate application

  5      System should support HTML and RTF messages

  6      System should be able to generate reports on email delivery

         System should allow debugging of any issues encountered while routing
  7
         emails

         System should maintain a copy of the emails sent from the eMigrate
  8
         application

  9      System should support fortnightly archiving of emails

9.1.28 General specifications

The following general specifications apply to all the services of the eMigrate application:

 S.No.                                Functional Specifications


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 S.No.                                Functional Specifications

          Application should have a standardized look and feel, in conformance to the
  1
          local factors and government requirements

          Application should provide users with customized and personalized
  2
          treatment (e.g. name of a logged-in-user should appear on all pages).

          Application should provide caching to improve the overall performance in
  3       terms of the speed at which content is delivered to users, by caching
          frequently accessed information.

          Application should log all user actions and should have reporting facilities
  4       that can be utilized in system performance and security access controls
          monitoring.

          Application should generate daily bank reconciliation reports and email it to
  5
          authorized MOIA officials

          Application should generate service-wise transaction reports and email it to
  6
          authorized MOIA officials

          Application should allow authorized MOIA officials to generate reconciliation
  7
          and service-wise transaction reports as and when required


9.2      Content Management System

The functional specifications of the content management system provided below are not
exhaustive. IA will be required to document detailed requirements related to content
management in consultation with MOIA and as per industry standards.

 S.No.                                Functional Specifications


          System should allow management of the complete content and document
  1       management lifecycle processes including content creation, updating and
          approval

          System should allow creation of templates that could be directly used for
  2
          creating content

          System should allow content creation and management using tools like a
  3
          browser etc.

  4       System should be capable of working simultaneously with multiple database


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 S.No.                                Functional Specifications


          instances and should interoperate with multiple databases for content
          retrieval

          System should allow management of contributor, managerial rights and
  5       privileges according to the predefined roles for security and to ensure that
          participants are undertaking suitable and appropriate tasks.

  6       System should tag content with metadata to allow easy and quick access

  7       System should store content as reusable XML, HTML etc.

          System should be able to provide support for managing content in XML or
  8       other format via portal and for exposing content and functionality within
          the system as standard XML

          System should be able to import and export content and template
  9
          objects for deployment and replication between servers

  10      System should support controlled access to the content

  11      System should provide integration with external web based applications

  12      System should be able to organize the contents on the basis of topics

          System should provide centrally controlled auditing, expiration & retention
  13
          policies.

          System should be able to provide a full-text search option to search
  14
          content based on text



9.3      Host based security system

The functional specifications of the host based security system provided below are not
exhaustive. IA will be required to document detailed requirements related to host based
security in consultation with MOIA and as per industry standards.

 S.No.                                Functional Specifications

          System should allow controlling of access to all system resources including
  1
          data files, devices, processes/daemons and audit files.



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 S.No.                                Functional Specifications

           System should provide Operating System (OS) security hardening and extra
  2
           levels of access control to the platform.

           System should intercept security-sensitive events in real-time, and evaluate
  3
           its validity before passing control to the OS.

           System should be the first layer of security for the system, and any access
  4        prevented it should not be overridden by the OS, even if OS permissions
           directly permit such access.

           System should be non-intrusive. It should make no changes to the operating
  5        system kernel or binaries. Software must allow for quick uninstall if
           necessary.

           System should provide fine grained user control and should allow controlling
  6        actions and access to resources of all users including privileged accounts
           such as root / administrator

           System should enable the administrators to share subsets of root authority
  7
           among different administrators based on their functional roles

           System should provide network source controls. It must be able to restrict
  8        user login from specific machines / hosts / terminals for network access or
           physically connected terminals such as dumb terminals.


9.4      Kiosks

The kiosks at airports would offer a service wherein citizens traveling on work permits to
non-notified countries and students travelling for education would be able to register with
the help of the personnel manning the kiosk. The specifications of kiosk provided below
are not exhaustive. IA will be required to document detailed requirements related to
kiosks in consultation with MOIA and as per industry standards.

      #                                          Specification

                  Kiosk should have the following components:
                  •   Kiosk enclosure and desk
      K1          •   Computer terminal having protective glass overlay
                  •   Keyboard
                  •   Mouse



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      #                                       Specification

                •   Reader (to read machine-readable portion of the passport)
                •   Laser printer
                •   UPS

                Kiosks should have cash boxes and fire/ water/ break-proof safe/
    K2
                locker for secure handling of cash at the counters

                Kiosk should have a high speed internet connectivity (minimum 512
    K3
                Kbps)

                Kiosk should only allow access to the eMigrate application. It should
    K4
                not allow the user to access any other application/system functions.

                Kiosk should allow user to swipe the machine-readable portion of the
    K5          passport and should automatically populate the passport details in the
                eMigrate application form

                Kiosk should be robustly built and tested for reliability in a tough,
    K6
                public environment

    K7          Kiosk should be of modular design and easy to dismantle and port




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10.    TECHNICAL REQUIREMENTS

10.1 Infrastructure requirements

10.1.1 Data center and disaster recovery center requirements

The following table presents the specifications for the data center hosting the eMigrate
application.

These specifications are required to be fulfilled as a minimum and the bidders are
expected to make their own assessment with respect to exact requirements and formulate
their proposals accordingly.

A disaster recovery center shall also be established, with specifications similar to those for
data center, to ensure continuity of operations in the event of failure of primary data
center. It shall be equipped to the extent of 100% of the full capacity required.

The cities for locating data center and disaster recovery center shall be in two different
seismic zones and shall be finalized in consultation with and on approval of MOIA.
Preferably, Data centre will be located in Delhi and disaster recovery center can be
located in Hyderabad or Bangalore.

The IA must adhere to the best practices of Tier-2 and above norms of TIA 942 guidelines
for setting up DC and DRC.

      #                                        Specification

    DC1         Facility location

                Data center should be hosted in a building that is strong enough to
   DC1.1        withstand natural calamities like earthquakes (of intensity as indicated
                by a higher seismic zone than the location’s seismic zone), floods etc.

                Data center should be established at least 12 feet above the ground
   DC1.2
                level, preferably on first floor level

                Building and floor hosting the DC should have a suitable access for
   DC1.3
                putting the data center components in place

                Data centre facility should be away from public transport services like
   DC1.4        airport, railway station, etc. to avoid exposure to any electromagnetic
                or any other interference


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      #                                      Specification

                Critical areas viz. network management centre, operator area etc.
   DC1.5        should be separated from the infrastructure and mechanical facilities
                e.g. power-room, AC room, surveillance room etc. in the data center

   DC2          Fire protection

                Data center facility should have adequate fire detection and alerting
   DC2.1        mechanism which should include thermal state-of-the-art smoke
                detectors, heat detectors and an automated fire management panel

                Data center facility should have fully automatic fire suppression
   DC2.2
                system.

                Data centre facility should comply with the National Fire Protection
   DC2.3        Association (NFPA) 75 standard for the protection of electronic
                computer/ data processing equipment.

   DC3          Power supply & UPS

                Data center should have at least one different and redundant source of
                power, in addition to the main power supply, to provide continuous
   DC3.1
                and regular power supply along with provision for automatic transfer
                of load

                Power line redundancy should be established throughout the power
   DC3.2
                supply path up to the data center equipments

                Data center’s power distribution system should allow addition or
   DC3.3        removal of any equipment or component without interrupting power to
                facility

                Data center should have dual redundant parallel UPS with batteries to
   DC3.4
                provide at least 30 minutes of un-interrupted power supply.

                The UPS should be backed up by one high-powered diesel generator
   DC3.5
                capable of taking the entire load of the data center including a/c’s.

   DC4          Air conditioning

                Data center should have an air conditioning system (precision AC) with
   DC4.1
                redundancy and an uptime of 99.9%.

   DC4.2        Air in the data center should be controlled and monitored using an


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      #                                      Specification

                automated environmental monitoring and alarm system.


                Data center should have humidity and temperature sensors installed to
   DC4.3        maintain the temperature and humidity as per industry standards and
                generally accepted practices.

   DC5          Raised flooring

   DC5.1        Data center should have a raised floor area of at least 250 sq. feet

   DC5.2        Data center should have a floor loading capacity of 4-7 KN/sq. m

                Data center should have a ceiling height (from raised flooring) of at
   DC5.3
                least 3 m

   DC5.4        Data center should have a raised flooring of 0.5 m


   DC5.5        Data center should be equipped with water detection mechanism


   DC6          Physical security

                Access to the data center should be restricted to limited personnel
   DC6.1
                who need access for its operation.

                Access to the data center should be restricted through electronic and
   DC6.2
                biometric access control mechanism.

                Access logs should be maintained for monitoring access to the data
   DC6.3
                center

                IP based video surveillance system should be installed for surveillance
   DC6.4
                on entrance and exits in the data center

   DC6.5        Rodent repellant system should be installed

10.1.2 Network requirements




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The network architecture is depicted below:




Figure 8 Network Architecture

The following table presents the network specifications for the eMigrate application:

      #                                       Specification

                The PGoE/ PoE / MOIA/ ICOE/ OWRC offices should be connected to
    N1          the data center (DC) and        disaster recovery center (DRC) using a
                dedicated leased line (MPLS).

                The primary data center site should be connected to the DR site using
    N2
                a dedicated leased line (MPLS)

                The primary connection between data center and DR site should use
    N3
                fiber optic cable for last mile connectivity

                The secondary connection between data center and DR site should use
    N4
                radio frequency link for last mile connectivity

                The data center should be connected to immigration and passport data
    N5
                centers using dedicated leased lines (point-to-point connectivity)

                The secondary connection between eMigrate data center and
    N6          passport/ immigration data center should be over MPLS. The last mile
                connectivity should use radio frequency link for last mile connectivity.



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          #                                               Specification

                    The network level redundancy should be achieved through leased lines
        N7          from two different service providers, alternate routing paths
                    facilitated at ISP backbone (MPLS), redundant network devices etc.

        N8          The network should have high availability switches

                    The network should enable easy and effective operations &
        N9
                    maintenance

                    The networking devices including routers, switches shall be procured
                    with sufficient number of ports for addressing the required bandwidth.
       N10
                    Preferably, the router/switch shall be chassis based with adequate
                    number of free slots for additional ports in the future.

                    The following table presents the network links and bandwidth
                    requirements7 for the proposed network:
                                                                                               Bandwidth
                              From                      To                  Link
                                                                                              requirement
                                                                    Primary (MPLS,
                     PGoE/ PoE/ MOIA /
                                                 MOIA DC            last mile
                     ICOE/ OWRC
                                                 site, DR           connectivity            2 MBPS
                     offices (11-12
                                                 site               using fiber
                     offices)
                                                                    optic link)
                                                                    Secondary
                     PGoE/ PoE/ MOIA /                              (MPLS, last
       N11                                       MOIA DC
                     ICOE/ OWRC                                     mile
                                                 site, DR                                   2 MBPS
                     offices (11-12                                 connectivity
                                                 site
                     offices)                                       using fiber
                                                                    optic link)
                                                                    Primary (MPLS,
                                                                    last mile
                                                 MOIA DR
                     MOIA DC site                                   connectivity            4 MBPS
                                                 site
                                                                    using fiber
                                                                    optic link)
                                                 MOIA DR            Secondary
                     MOIA DC site                                                           4 MBPS
                                                 site               (MPLS, last



7
 This is an indicative bandwidth requirement which will have to be studied and finalized by Implementation Agency in
consultation with MOIA during SRS stage.

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      #                                      Specification

                                                    mile
                                                    connectivity
                                                    using radio
                                                    frequency link)
                                                    Primary
                 MOIA DC site         Passport DC   (dedicated,          2 MBPS
                                                    point-to-point)
                                                    Secondary
                                                    (MPLS, last
                 MOIA DC site         Passport DC   mile using           2 MBPS
                                                    radio
                                                    frequency link)
                                                    Primary (MPLS,
                 MOIA DR site         Passport DC   last mile using      2 MBPS
                                                    fiber optic link)
                                                    Secondary
                                                    (MPLS, last
                 MOIA DR site         Passport DC   mile using           2 MBPS
                                                    radio
                                                    frequency link)
                                                    Primary
                                      Immigratio
                 MOIA DC site                       (dedicated,          2 MBPS
                                      n DC
                                                    point-to-point)
                                                    Secondary
                                                    (MPLS, last
                                      Immigratio
                 MOIA DC site                       mile using           2 MBPS
                                      n DC
                                                    radio
                                                    frequency link)
                                                    Primary (MPLS,
                                      Immigratio
                 MOIA DR site                       last mile using      2 MBPS
                                      n DC
                                                    fiber optic link)
                                                    Secondary
                                                    (MPLS, last
                                      Immigratio
                 MOIA DR site                       mile using           2 MBPS
                                      n DC
                                                    radio
                                                    frequency link)


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10.1.3 Server requirements

The following table presents the specifications of the servers for the eMigrate application:

      #                                      Specification

                Sufficient redundancy should to be provided with respect to servers
   SR1          hosting all the critical components of architecture including web,
                application, database, and DNS in high-availability mode

   SR2          The server clusters shall be implemented in active-active mode.

                The size of each server or total number of servers in a cluster
                implemented for the solution shall be determined in a manner to
   SR3
                ensure that no performance degradation happens, even if a particular
                server is unavailable.

                The system shall provide for horizontal scalability in such a manner
                that a new server can be added (or removed) dynamically, as and
   SR4
                when required in future, without disturbing the normal functioning of
                production system

                The vertical scalability in servers in terms of additional processors and
   SR5          RAM will have to be provided for handling future growth in
                transactions

10.1.4 Security requirements

The diagram below depicts the security architecture for the eMigrate application:




Figure 9 Security Architecture




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The following table presents the security specifications for the eMigrate application.
These are not exhaustive and IA shall be required to formulate comprehensive security
policies and procedures to be implemented in the eMigrate system, in consultation with
MOIA and its designated agency/ group.

          #                                          Specification

        S1             User/machine level security

                       Restricted areas of the application (refer Annexure D) should be
                       accessible only from machines that have a valid digital certificate
         S1.1
                       installed or from machines that are on internal WAN. Digital
                       certificate based VPN connectivity should be implemented.

                       Digital certificates distributed by an authorized CA using PKI will be
         S1.2
                       used.

                       System should create an access audit log entry when this form of
         S1.3
                       authentication is used to access the system.

                       System should recognize only the certifying authority established/
         S1.4
                       assigned for the eMigrate system.

                       System should check the client certificate against the certificate
         S1.5          revocation list (CRL) specified in the certificate to confirm that the
                       certificate has not been revoked.

                       System should drop the connection if the certificate has been revoked,
         S1.6
                       the certificate is expired or not yet valid, or is in a current CRL

         S1.7          Random key generation should be demonstrably good.

         S1.8          Private keys should be stored in hardware modules.

        S2             Application level security

        S2.1           Authentication and authorization

                       In addition to the digital certificates, the system should prompt the
        S2.1.1         user to provide username/password to access restricted areas of the
                       application8.

        S2.1.2         Each user should have a unique user id.



8
    Refer annexure A

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      #                                       Specification

                The password complexity parameters are recommended to be
                specified as follows:
                •   Minimum password length – 8 Characters
                •   Mixed case – Mandatory
                •   Alpha-numeric – Mandatory
                •   Special character – mandatory
    S2.1.3      •   Password expiry – 45 days
                •   Password history – 5
                •   Account lock out – After 3 successive wrong password attempts
                •   Account lock out period – 45 Minutes
                •   Consecutive characters should not be allowed
                •   Session time out – 30 minutes
                All the above should be configurable.

                System should have the functionality to allow formation of user
    S2.1.4
                groups. Users may be assigned to one or more user groups.

                System should allow the administrator to define the access
    S2.1.5
                groups/policies in the system.

                Users should be required to log in only once to access the functions
    S2.1.6      they are authorized to access. Once logged in all functions to which
                the user has access should be visible to the user

    S2.1.7      System should only store encrypted user credentials in the database

                System should have a strong audit function. The log files should be
    S2.1.8      available in a flat file format. The log files should be maintained for a
                time period as defined in log retention guidelines

                System should track and report any suspicious user actions (e.g.
    S2.1.9
                multiple login attempts)

      S2.2      Encryption of passport details

                The following passport details should be stored in an encrypted format
                in the database:
    S2.2.1
                •   Passport number
                •   Passport expiry date



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          #                                        Specification

                      Only the eMigrate application should be able to access the above
         S2.2.2       mentioned passport details —other applications should not be able to
                      decrypt the data.

                      Robust symmetric encryption algorithms should be employed (e.g.
         S2.2.3
                      DAES)

         S3           Infrastructure level security

                      The application infrastructure should be hosted in a Demilitarized
        S3.1
                      Zone (DMZ) set up by using firewall9

                      The application server and database servers should be accessed only
        S3.2
                      through a firewall.

        S3.3          Firewalls and IPS devices should be hosted on separate servers.


        S3.4          Firewall should support a zero-day attack prevention mechanism

                      Server hardening of the all servers should be done as per guidelines
        S3.5
                      provided by CERT-In.

                      Gateway level anti-virus system should be deployed to defend virus
•          S3.6
                      and worm attacks

         S4           Network level security

                      All transactions conducted on the network should be encrypted using
        S4.1          SSL including passport details. Industry standard/ IT Act compliant
                      encryption techniques/ technology shall be used for this purpose.

10.2           External interface requirements

The eMigrate system should be designed on interoperable architecture standards so that it
can be easily integrated with other applications as may be needed by MOIA. Initially,
eMigrate application will have an interface with the following:

•      Passport application

•      Immigration application

9
    Refer section 3

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•     Online banking gateway

The specifications related to interface with the above applications are provided below:

10.2.1 Interface with the passport application

The eMigrate application would require an interface with the (passport application) to
verify passport data. The interface specifications are provided below:

                             Passport details validation request

    Request made
                      eMigrate application
    by

                      •   First name
                      •   Last name
    Data in request   •   Passport number
                      •   Date of expiry
                      The above will be in format used by the passport application.

                      •   Validation result (‘0’ for valid passport, ‘1’ for expired
                          passport, ’2’ for invalid details provided)
    Data in
                      •   eMigrate application will display suitable message for users on
    response
                          the validation result received from the Passport application,
                          as may be required for their action/ information

    Request format    XML

    Response
                      XML
    format

    Request size      <1000 bytes

    Frequency         4500 requests per day

    Response time     <5 seconds

    Security          SSL encryption

    Communication
                      TCP/IP
    protocol

    Network           Dedicated leased line between the eMigrate and passport data
    interface         centers




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10.2.2 Interface with the immigration application

The immigration counter application would access to the eMigrate application to:

1 Verify registration status of emigrants and students

2 Allow capturing of emigrant’s return to the country

The interface specifications are provided below:

                             Registration status validation request

 Request made
                     Immigration application
 by

 Data in request     •   Passport number (Mandatory)
                     •   Country (Mandatory)
                     •   Visa number (mandatory)

 Data in             •   Validation result (‘0’ for registered, ‘1’ for not registered, ‘2’
 response                for invalid details provided)

 Request format      XML

 Response
                     XML
 format

 Request size        <1000 bytes

 Frequency           4500 requests per day

 Response time       < 5 seconds

 Security            SSL encryption

 Communication
                     TCP/IP
 protocol

 Network             Dedicated leased line between the eMigrate and immigration data
 interface           centers




                     Capturing of emigrant’s return to the country

 Request made
                     Immigration application
 by




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 Data in request     •   Passport number (s)

 Data in
                     •   Record updated (‘0’ for yes, ‘1’ for no)
 response

 Request format      XML

 Response
                     XML
 format

 Request size        -

 Frequency           Batch job running at off-peak hours once every day

 Response time       < 20 seconds

 Security            SSL encryption

 Communication
                     TCP/IP
 protocol

 Network             Dedicated leased line between the eMigrate and immigration data
 interface           centers

10.2.3 Interface with online banking gateway

The eMigrate application would interface with an online banking gateway to allow users to
pay any application fees. IA is expected to use industry standard practices for
implementing a secure and robust online payment functionality in the eMigrate
application. The interface specifications are provided below:

                                      Payment request

 Request made
                     eMigrate application
 by

 Data in request     •   Card type
                     •   Bank (in case of direct debit)
                     •   Payment gateway/ bank specific authentication details
                     •   Service code (highlighting the service for which the payment is
                         being made)
                     •   Payment amount

 Data in             •   Payment status (‘’0’ for ‘success’, ‘1’ for ‘failure’)
 response            •   Transaction reference number


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 Request format        HTML (HTTPS POST)

 Response
                       HTML (HTTPS POST)
 format

 Request size          <1000 bytes

 Frequency             4500 requests per day

 Response time         <10 seconds (excluding user input time, if any)

 Security              SSL encryption

 Communication
                       TCP/IP
 protocol

 Network
                       Internet (SSL encryption)
 interface


10.3 Identity card requirements

The following table presents the identity card specifications:

                                  Identity card specification

 Size              85.60 mm x 53.98 mm

 Thickness         0.76 mm

 Language          English

 Material          PVC or better material which can last for long without deteriorating
                   the quality of printed text/ image and should be scratch & water
                   proof

 Additional        •    The card should have rounded corners with a radius of 3.18 mm
 requirements      •    The photograph on the card should be printed in color
                   •    The text on card should be printed in black indelible ink
                   •    The card should be laminated and should have identifiable
                        watermarks
                   •    The card design can be similar to PAN cards issued by the Dept. of
                        Income Tax, Govt. of India.




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A sample format of the card is provided below:

                  (Front side)                                         (Back side)

 Govt. of India              Government of India
 emblem
                     Ministry of Overseas Indian Affairs

             Emigrant/ Student Identity Card                  MOIA contact details


             Name:                                            OWRC numbers
  Photo

             Date of Birth:                                   Strip for putting
                                                              signature/ TI
             Father’s name:
                                                              (details to be finalized in
             Emergency contact details:                       consultation with MOIA)

                     Address:

                     Phone number:




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11.    OPERATIONAL REQUIREMENTS

The following section describes the operational requirements of the eMigrate project:


11.1 Project management requirements

IA would be required to deploy a full time project manager for the entire duration of
project. The project manager shall act as the single point of contact for MOIA and the
PMU. The project manager would create a weekly status report based on the agreed upon
format with MOIA and the PMU at the end of each week. The individual would also be
responsible for escalating all delays in a timely manner.

The IA would be required to provide periodic reports on the project progress. The formats
of the reports would be finalized after commencement of the project. An indicative list of
reports is provided below:

      Project Phase                            Report                        Periodicity


                              Update on progress – This report         •    Weekly
                              should provide the following details:    •    Monthly
                              •   Project progress vis-à-vis planned
                                  timelines
                              •   Tasks completed during the week
                              •   Issues and concerns
 Implementation Phase
                              •   Current period’s accomplishment
                              •   Pending actions items from
                                  previous reporting period
                              •   Next steps
                              •   Interventions required


                              •   Periodic update on maintenance       As per SLA
                                  activities                           requirements/ as
 Maintenance Phase            •   Periodic SLA performance reports     mutually agreed
                              •   Payment reconciliation reports       between MOIA and
                                                                       IA




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11.2 Change management requirements

To facilitate acceptance of the changes proposed as part of the project, the IA shall
design/implement various change managements initiatives from time to time. The scope
for change management is described below:

1   IA shall provide the following staff to assist MOIA in implementation of the change
    management exercise:

    •     Change management specialist

    •     Change lead and change agents

    •     Communication lead and communication agents

    •     Training lead and training agents

                                                                                          Number of
          Position
                           Role and responsibility         Desired qualifications         resources
           name
                                                                                           required

                       •     Allocate resources to
                             implement various         •    Around 10 - 15 years
                             change management              of experience
                             interventions             •    Experience in
                       •     Identify bottlenecks in        managing projects
                             change management              which involved change
                             roll out and identify          and project
                             the ways and means             management and
        Change               to address them.               organizational
        managemen      •     Manage the                     transition                         1
        t specialist         operational risks         •    Good communication,
                             arising during the roll        influencing and
                             out of the change              trainability skills
                             interventions             •    High level of
                       •     Undertake operational          accountability,
                             decisions related to           planning and
                             the project from               organizing and leading
                             change management              ability
                             standpoint



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                                                                                          Number of
       Position
                          Role and responsibility          Desired qualifications         resources
        name
                                                                                           required

                      •      Review the work with
                             respect to the change
                             intervention, allocate
                             responsibilities to the
                             change agents, review
                             the progress on a day
                             to day basis
                      •      Ensure that the
                             facilitation and
                                                       •    At least 7 years of
                             implementation of the
                                                            experience
                             change interventions
                                                       •    Experience in
                             for each stakeholder
                                                            managing projects
                             is carried out
                                                            which involved change
                             effectively within the
                                                            and project
                             planned time,
                                                            management and
                             resources, budget as
                                                            organizational
                             per the plan
    Change lead                                             transition                         1
                      •      Coordinate with
                                                       •    Good communication,
                             communication and
                                                            influencing and
                             training leads to
                                                            trainability skills
                             ensure dependencies
                                                       •    High level of
                             across the modules/
                                                            accountability,
                             phases are identified
                                                            planning and
                             and tasks are
                                                            organizing and leading
                             coordinated
                                                            ability
                      •      Prepare and send
                             status progress reports
                             to the change
                             management
                             specialist periodically
                             highlighting the
                             project progress,
                             risks/ issues/ delays
                      •      Implement the


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                                                                                           Number of
       Position
                          Role and responsibility          Desired qualifications          resources
        name
                                                                                            required

                             decisions taken by the
                             steering committee
                             and change
                             management
                             specialist

                      •      Review the work with
                                                       •    More than 7 years of
                             respect to the
                                                            experience in rollout
                             communication
                                                            of communication
                             strategy and plan,
                                                            plans
                             allocate
                                                       •    Experience in work
                             responsibilities to the
                                                            involving Public
                             communication agents
                                                            Relations/ Corporate
                             and review the
                                                            Communications,
                             progress on a day to
                                                            managing projects
                             day basis
                                                            which involved
                      •      Prepare and send
                                                            developing
    Communicat               status progress reports
                                                            communication                       1
    ion lead                 to the change
                                                            strategy and
                             management
                                                            implementation of the
                             specialist periodically
                                                            same
                             highlighting the
                                                       •    Good communication,
                             project progress,
                                                            influencing and
                             risks/ issues/ delays
                                                            trainability skills
                      •      Implement the
                                                       •    High level of
                             decisions taken by the
                                                            accountability,
                             steering committee
                                                            planning and
                             and change
                                                            organizing and leading
                             management
                                                            ability
                             specialist

                      •      Get buy in of all         •    More than 7 years of
    Training                 stakeholders to                experience in training
                                                                                                1
    lead                     facilitate effective           and development
                             implementation of         •    Experience in training


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                                                                                           Number of
       Position
                          Role and responsibility          Desired qualifications          resources
        name
                                                                                            required

                             training plan                  and development role
                      •      Review the work                involving managing
                             project with respect           projects, leading team
                             to the training                involving development
                             interventions, allocate        of training plans,
                             responsibilities to the        supervise creation/
                             training agents and            facilitating
                             review the progress on         development of
                             a day to day basis             training material,
                      •      Ensure that the                carrying out the
                             facilitation and               training programs and
                             implementation of the          training effectiveness
                             training intervention          measurement
                             for each stakeholder      •    Good communication,
                             is carried out                 influencing and
                             effectively within the         trainability skills
                             planned time,             •    Strong technical
                             resources, budget as           knowledge about the
                             per the plan                   emigration process
                      •      Coordinate with           •    High level of
                             communication and              accountability,
                             change leads to                planning and
                             ensure dependencies            organizing and leading
                             across the modules/            ability
                             phases are identified
                             and tasks are
                             coordinated;
                      •      Prepare and send
                             status progress reports
                             to the change
                             management
                             specialist periodically
                             highlighting the
                             project progress,


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                                                                                             Number of
       Position
                          Role and responsibility          Desired qualifications            resources
        name
                                                                                              required

                             risks/ issues/ delays
                             and interventions
                             required;
                      •      Implement the
                             decisions taken by the
                             steering committee
                             and change
                             management
                             specialist;

                      •      Change agents will                                            2 – Change
                             execute the assigned                                          agents to be
                             tasks and assist the                                          assigned
                             change lead in                                                responsibility
                             ensuring successful       •    Around 3-4 years of            for
                             implementation of the          experience                     facilitating
                             change management         •    Experience in working          change for
                      •      Facilitate                     in teams which                 different
                             implementation of all          involved implementing          stakeholder
                             the change                     change interventions,          groups
                             management activities          managing transition            Change
                             and reporting to the           etc                            Agent 1-
    Change
                             change lead               •    Good communication,            External
    agents
                      •      Assist in preparing the        influencing and                stakeholders
                             material, coordination         trainability skill             (Emigrants,
                             activity, scheduling      •    High level of                  Students,
                             for workshops and              accountability,                RAs, EAs,
                             meetings as per the            enthusiasm, initiative         FEs, PEs)
                             plan                           taking, collaboration          Change
                      •      Facilitate change              and team working               Agent 2 -
                             management                     ability                        Internal
                             interventions by                                              Stakeholders
                             working in                                                    (PGoE, PoE,
                             collaboration with                                            Indian
                                                                                           Missions MEA,


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                                                                                           Number of
       Position
                          Role and responsibility          Desired qualifications          resources
        name
                                                                                            required

                             training and                                                MHA,
                             communication agents                                        Immigration
                             for a pre specified                                         counter)
                             group of people
                             (based on stakeholder
                             group allocated)
                      •      Prepare and send
                             status progress reports
                             to the change lead
                             periodically;

                      •      Execute the assigned      •    At least 5 years of
                             tasks and assist the           experience in
                             training lead in               conducting training
                             ensuring successful       •    Experience in Training
                             implementation of the          and Development role
                             training related               involving working on
                             intervention                   projects/ role
                      •      Facilitate                     comprising of
                             implementation of all          development of
                             the training activities        training plans,
                             and reporting to the           creation/ facilitation
    Training
                             training lead                  of training material                2
    agents
                      •      Assist in development          development and
                             of training plan,              coordinating the
                             training schedule and          training programs as
                             training course                per the plan
                             content                   •    Strong technical
                      •      Responsible for                knowledge about the
                             creation of training           Emigration process
                             material either using     •    High level of
                             in-house resources or          accountability,
                             outsourced ones                enthusiasm, initiative
                      •      Assist in selection of         taking, collaboration



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                                                                                           Number of
       Position
                          Role and responsibility          Desired qualifications          resources
        name
                                                                                            required

                             vendor, trainers etc           and team working
                             and reviewing that the         ability
                             overall training
                             related plan is
                             adhered to
                      •      Facilitate conducting
                             training program,
                             evaluating training
                             effectiveness and
                             creating knowledge
                             repository
                      •      Responsible for
                             facilitating training
                             interventions by
                             working in
                             collaboration with
                             change and
                             communication agents
                      •      Prepare and send
                             status progress reports
                             to the training lead
                             periodically;

                      •      Execute the assigned      •    At least 5 years
                             tasks and assist the           experience in
                             communication lead in          execution of
                             ensuring successful            communication plans
                             implementation of the     •    Experience in work
    Communicat
                             communication plan             involving Public                    1
    ion agents
                             and strategy                   Relations/ Corporate
                      •      Facilitate                     Communications,
                             implementation of all          developing
                             the communication              communication
                             interventions and              material, working with



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                                                                                             Number of
       Position
                          Role and responsibility          Desired qualifications            resources
        name
                                                                                              required

                             reporting to the               vendors and
                             communication lead             coordinating the
                      •      Assist in preparation          communication
                             of communication               related activities
                             content, message               internally and
                             design and other               externally
                             communication             •    High level of
                             related activity               accountability,
                      •      Responsible for                enthusiasm, initiative
                             creation of all                taking, collaboration
                             communication                  and team working
                             material either using          ability
                             in-house resources or     •    Good communication,
                             outsourced ones                influencing and
                      •      Assist in selection of         trainability skill
                             vendor if required and
                             reviewing that the
                             overall communication
                             plan is adhered to
                      •      Facilitate
                             communication
                             interventions by
                             working in
                             collaboration with
                             training and change
                             agents
                      •      Prepare and send
                             status progress reports
                             to the communication
                             lead periodically




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2   IA shall validate and adjust the change management & training plan developed by MOIA
    or create a suitable plan in consultation with MOIA, based upon its assessment of the
    impact of the change and readiness of various stakeholders

3   IA shall conduct a proper training needs analysis of all the concerned staff and draw up
    a systematic training plan in line with the overall project plan

4   IA shall conduct stakeholder alignment workshops to highlight benefits of the changes
    to various stakeholders and obtain their consensus

5   IA shall facilitate conducting of leadership alignment workshops (chaired by MOIA
    Secretary)

6   IA shall conduct the following trainings for various stakeholders:

          Stakeholder (s)                      Training type               Indicative number of
                                                                                  trainees

     RA (trainings at each PoE        •   Process training                 4000 (Each session can
     location)                        •   eMigrate application                 cover up to 50
                                          training                              individuals)

     MOIA, PGoE, PoE                  •   Basic computer skills
                                          training
                                      •   Relevant process training
                                                                                     200
                                      •   eMigrate application
                                          training
                                      •   Behavioral skills training

     Immigration counter              •   Relevant process training
                                      •   eMigrate application
                                                                                     1000
                                          training
                                      •   Behavioral skills training

     Indian Mission (in               •   Relevant process training
     notified/ECR countries)          •   eMigrate application
                                                                                      50
                                          training
                                      •   Behavioral skills training

     FE (in notified/ECR              •   Relevant process training
     countries), PE                   •   eMigrate application                         -
                                          training


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              Stakeholder (s)                  Training type               Indicative number of
                                                                                  trainees

        EA                            •   eMigrate application
                                                                                       -
                                          training

        EMA                           •   Basic computer skills
                                          training for EMA officials
                                                                                       -
                                      •   eMigrate application
                                          training

7   IA shall be responsible for developing the training content for all the trainings
    mentioned above. The training content shall focus on scenarios and examples of
    transactions relevant for the stakeholders.

8   IA shall also be responsible for retraining the MOIA, PGoE and PoE personnel whenever
    changes are made to the eMigrate application or personnel are replaced

9   IA shall provide comfortable training space with sufficient arrangements (e.g. air-
    conditioning, printed course material, workstations, refreshments etc.) for trainees at
    the training location

10 IA shall also develop computer based trainings modules for:

    •    RA/ EAs

    •    EMA

    •    MHA

    •    MEA

    •    FE/ PEs

    •    OWRC

    •    Emigrants/students (online kit)

    The CBTs shall highlight the new/re-engineered processes relevant for the stakeholders

11 IA shall validate and adjust the communication plan developed by MOIA or create a
    suitable plan in consultation with MOIA, based upon project objectives, audience and
    message to be communicated.


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12 IA shall implement the communications program

   •   IA shall follow up and coordinate with various officials, MOIA or outside, responsible
       for specific communication vehicles

   •   IA shall design the following communication interventions to spread awareness on
       emigration processes:

       -   Posters

       -   Advertisements for print & electronic media

       -   Calendars

   •   IA shall draft the letters to be sent to various stakeholders highlighting the new
       process and application

13 IA shall measure the results of the communications program

14 IA shall suitably revisit the communication program based upon the results of various
   initiatives (posters/advertisements/calendars etc.)


11.3 Operations and maintenance requirements

IA shall provide Operations and Maintenance (O&M) support for eMigrate solution for 5
years from the date of eMigrate application go-live. The following sections detail the O&M
requirements.

11.3.1 Application management

IA shall be responsible for defect free operation of the eMigrate application during the
O&M period and ensuring its 24x7 availability at all the end-user locations and across all
the channels of access. Any bugs reported in the application shall need to be fixed within
a time frame mutually agreeable to both MOIA and IA.

IA shall also be responsible for version control of the application files and shall need to
update application documentation to reflect the current features and functionality of the
application.

IA shall provide a staging environment in the data center for testing of changes/ patches
before applying them on production environment




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11.3.2 Infrastructure Management

Infrastructure management includes overall management and administration of entire IT
and non-IT infrastructure including servers (including server operating system), network
components, storage devices, UPS, DG sets, air-conditioners, etc. IA shall be responsible
for the following activities as part of infrastructure management:

Incident management

•   Provide resolution to incidents as per the resolution time limit agreed upon with MOIA

Problem management

•   Perform root cause analysis for infrastructure problems/recurring incidents and initiate
    request for change

•   Schedule and complete preventive maintenance activities

Business continuity management

•   Provide necessary support in ensuring business continuity at end-user locations

Configuration management

•   Maintain asset register for all server and ancillary (like UPS, printers etc.) equipments.
    Record information such as serial number, asset code, warranty and AMC details. Exact
    details to be recorded will be finalized in consultation with MOIA

•   Maintain a database of server count and configurations

Change management

•   Ensure that any component change due to any fault is replaced with a component of
    the same make and configuration

•   Maintain records of all hardware, software installation, movement, upgrade, addition
    and change (IMAC) in the configuration database.

•   Perform impact analysis, create test plan, develop rollback plans

Availability management

•   Review key monitoring parameters (to be finalized in consultation with MOIA) from
    availability point of view

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•   Performance tuning of the system to enhance system’s performance and comply to
    SLAs on a continuous basis

•   Provide prior communication on outages as per agreed communication processes

•   Ensure availability of sufficient critical spares, sufficient consumable spares at all
    relevant locations

•   Ensure availability of consumable spares.

Monitoring management

•   Preparation of monthly dashboard on monitoring coverage, alerts generated/ closed,
    alerts escalated and other hits/ misses

Backup management

•   IA should evolve a backup and archival strategy

•   Regular backups of project related data

•   Media management like inter and intra city tape transfers

•   Handling service requests on backup and restoration

•   Generation of monthly report on the backup/restoration performance

Security management

•   100% antivirus coverage with patterns not more than one week old on any given system

•   Reporting and resolution of security incidents

•   Maintaining secure domain policies

Vendor management

•   Escalation and co-ordination with other vendors for problem resolution

Disaster recovery management

•   Managing Disaster Recovery activities pertaining to data center operations

General administration and support


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•   Providing suitable access to PMU, designated by MOIA, to tools implemented for
    monitoring infrastructure components

•   Creation/deletion/modification of user accounts at the OS level

•   Periodic review of user privileges at the OS level

•   Password management

•   Any other day-to-day administration and support activities required

•   Clean up / archival of eMigrate system logs

•   operation

11.3.3 Network management

IA shall be responsible for management and administration of the wide area network as
described in section 10.1.2. The broad activities would include:

Incident management

•   Provide resolution to incidents as per the resolution time limit agreed upon with MOIA

Problem management

•   Root cause analysis for infrastructure problems/recurring problems and initiate request
    for change

•   Scheduling of maintenance activities

Asset and configuration management

•   Maintain asset register of all network equipments. Record information such as serial
    number, asset code, warranty and AMC details. Exact details to be recorded will be
    finalized in consultation with MOIA

•   Maintain database of configuration of all network elements, links and equipment

Change and release management

•   Maintain records of all hardware and software installation (new networks and network
    devices, initial routes, Policy configuration), movement, addition and change (IMAC) in
    a configuration database

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•   Perform impact analysis, create test plan, rollback plans

•   Post implementation review and documented closure for all changes and tracking all
    changes implemented

Availability management

•   Review of key monitoring parameters from availability point of view

•   Provide communication on outages as per agreed communication processes

•   Ensure availability of critical network spares

Monitoring management

•   Monitoring critical parameters of all network elements (CPU and memory utilization),
    links availability and utilization, latency and reporting

Backup management

•   Backup of all network device configurations

•   Media management like inter and intra city tape transfers

•   Handling service requests on backup and restoration

•   Generation of monthly report on the backup/restoration performance

Security management

•   Daily Review of logs daily that are of significance such as abnormal traffic,
    unauthorized penetration attempts, any sign of potential vulnerability, Security alerts
    and responses. Proactive measures in the event a problem is detected.

•   Policy management (firewall users, rules, hosts, access controls, daily adaptations)

•   Modify security policy, routing table and protocols

•   Troubleshooting firewall/anti-spamming/web security hardware related issues and
    coordinating the replacement of hardware

Vendor management

•   Escalation and co-ordination with other vendors for any problem resolution


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Disaster recovery support

•   Support in Disaster Recovery activities pertaining network links.

General administration and support

•   Providing suitable access to PMU, designated by MOIA, to tools implemented for
    monitoring infrastructure components

•   Disabling/enabling services/ports

•   Any other day-to-day administration and support activities required

11.3.4 Business continuity management

Provide necessary support to MOIA in ensuring business continuity at end-user locations

11.3.5 Helpdesk support

IA shall set up an appropriately staffed and centralized helpdesk for providing helpdesk
support to various users of the eMigrate application. The broad set of activities as part of
helpdesk support includes:

•   Receiving incidents/requests through phone or email. Entering of the incidents in the
    helpdesk application and informing the user of the unique incident id generated
    through email

•   Routing incidents internally between teams and tracking till resolution

•   Providing updates to users on incidents logged

•   Periodic reporting of incidents providing details including (but not limited to) number
    of incidents reported, reporting mechanism (phone/ email)

•   Escalation of any untoward incidents to MOIA on an immediate basis either for
    reporting purposes / action from MOIA.

11.3.6 Implementation of SLA monitoring system

IA shall design and implement an SLA measurement & reporting system to measure and
report performance of the eMigrate solution against the service levels specified in section
14. The system shall also allow calculation of quarterly payments to IA and any rewards
and penalties as specified by MOIA.


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The SLA measurement & reporting system shall be reviewed and certified by a third party
audit agency before project go-live and start of operations. MOIA officials and PMU
personnel shall be provided real-time access to the system. Additionally, MOIA designated
personnel should be provided administrative privileges to the system as per the agreed
role assigned for them.

11.3.7 Kiosk operations

IA shall be responsible for operating the emigration kiosks at various international airports
in India. The scope of Kiosk operations includes, but is not limited, to the following:

1   IA shall be responsible for establishing and ensuring availability of

    •   Network/ Internet connectivity installations

    •   Necessary electrical installations

    •   Illumination instruments, fans and related fixtures

    •   Regular housekeeping arrangement

2   IA shall deploy adequate staff on a 24x7 basis at the kiosks to assist departing
    passengers in

    •   Filling up emigrant and student registration forms (for emigrants and students who
        have NOT already registered with MOIA)

    •   Generating printouts of embarkation card (for emigrants and students who have
        already registered with MOIA)

    •   Verifying emigrant and student registration status

    •   Educating emigrants with emigration related procedures

    The staff deployed at the kiosks shall maintain a uniform dress code, to be designed
    by the IA in consultation with the MOIA. The IA shall be responsible to supply the
    dresses to staff deployed by him.

3   IA shall allow cash payments to be made at kiosks and shall collect cash on behalf of
    MOIA. All the collections made at kiosks will need to be remitted in the Government
    treasury as instructed by MOIA, on the next working day or as per prevailing RBI
    guideline. IA will be required to submit a security to MOIA, for collecting cash, in the
    form and of amount required by MOIA. IA shall be responsible for making all necessary

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    arrangements including, but not limited to, arrangements with nationalized/scheduled
    private bank, security of cash etc. for the same. Additionally, IA shall provide an
    accounting system as per CAG’s accounting norms and requirements for reporting cash
    collections and reconciliation of payments received with that deposited in bank and
    Government treasury.

4   IA shall be responsible for making available all consumables required from time to time
    for the operation of kiosks. The consumables include but not limited to:

    •   Printer cartridges

    •   Plain paper

    •   Pre-printed stationary for emigrant and student registration applications (for taking
        care of contingencies when eMigrate application is not available for online
        registration)

    The IA shall maintain an inventory of all consumables adequate for one month’s
    operations at each airport.


11.4 Manpower deployment requirements

IA shall deploy manpower for operations and maintenance of the eMigrate system
including operations of the kiosks. The manpower deployment requirements include, but
are not limited to:

1   IA would be required to deploy a full time project manager for the entire duration of
    project (6 years including implementation and O&M)

2   Project manager must be an engineer with either a PMP or related certification and 12
    years of relevant experience or an MBA with atleast 10 years of relevant experience

3   IA shall deploy

    •   at least one full time technical support engineer at MOIA office who will also
        provide support to PGoE or EMA headquarter users

    •   adequate number of full-time technical support engineers at DC and DRC (at least 2
        each at DC and DRC)




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    •   an adequately sized pool of engineers to support the operations at Immigration
        check-posts, kiosks, PoE/ EMA’s regional offices and other user locations on need
        basis

4   Technical support engineers must be B.Tech/B.E (in IT or IT related disciplines) with at
    least 5 years of relevant experience or MCA          with at least 7 years of relevant
    experience

5   IA shall deploy one kiosk operator per kiosk at each of the international airports (refer
    Annexure C)

6   Kiosk operators must be at least 12th pass and must be fluent in English, Hindi and/or
    local language of the respective state where the kiosk is situated, will be desirable to
    have prior experience of at least one year as data entry operator or similar kiosk
    operator

7   IA shall deploy adequate security staff at DC and DRC

8   Security staff must be at least 10th pass and have at least 3 years of prior experience in
    handling security of office/ industrial premises


11.5 Data and information security requirements

Given the need to maintain confidentiality of data about emigrants and students, a strong
and comprehensive information security policy based on leading standards such as ISO
27001 and guidelines from Department of Information Technology (DIT) would need to be
defined and implemented by the IA. The same should be approved by MOIA and must be
adhered by IA at all times during the currency of the contract.

At the minimum the policy should define the following guidelines:

11.5.1 Inventory of assets

•   An inventory of all hardware and software assets should be maintained and updated
    periodically

11.5.2 Information classification

Information within the system should be classified as:

•   Public



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•      Confidential

•      Restricted

Access to the information should be provided based on the classification of the
information.

Data owners should nominate appropriate information classification on their data and
should review information classification periodically to determine if current classification
levels are valid.

11.5.3 Human resource security

Background check should be performed on all individuals for whom access to the eMigrate
system is requested. Access should be revoked when a user leaves the organization or does
not require access to the application.

User accounts of any outsourced agency personnel should include an automatic account
expiration date, set at no longer than 6 months from their start date or till expiry of
contract whichever is earlier.

Any personnel who becomes aware of any loss, compromise, or possible compromise of
information, or any other incident which has information security implications, will
immediately report the incident to the designated IT in-charge.

Any personnel found violating the IS policy would be penalized.

11.5.4 Physical and environmental security

The eMigrate application should be hosted in a secure data center facility to prevent
unauthorized access and damage to information resources. All physical entry and exit
points should be controlled using access control mechanism. The facility should be
monitored 24 hours a day using cameras. Signs indicating “Authorized Personnel Only” or a
similar message should be prominently displayed at all facility entrances10.

All information storage media (e.g. hard disks, floppy disks, magnetic tapes and CD-ROMs)
containing sensitive or confidential data will be physically secured, when not in use.

Security inspections should be made periodically.




10
     Refer Section 4.2 for details on security for data center

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11.5.5 Communications and operations management

All operations performed by third parties should be monitored periodically. Backup of all
critical data should be taken periodically.

11.5.6 Access control

Access to eMigrate application should be given only after approval from application owner
and the competent authority. The access should be on a role basis rather than
designation. The access control policy should cover:

•   Identification

•   Authentication

•   Authorization and Access Control

•   Administration

•   Audit


11.6 Documentation requirements

IA shall be responsible for preparation of documents including User Manuals, Operations
Manual, Administration Manual, Security Manual, Application Support Guide and others (if
any) as per industry best practices and acceptable standards (e.g. IEEE/ISO specifications
for documentation).




Ministry of Overseas Indian Affairs                                                   148
e-Governance in Emigration                                                 RFP Vol-I         Govt. of India




12.      DATA MIGRATION AND DIGITIZATION REQUIREMENTS

Data should be migrated from the current application and media to the new application
prior to the ‘go-live’ of the application. Currently the emigration clearance data11 is
stored locally on a daily basis. Once the clearance is granted the status is updated in the
local system and data is uploaded at the central server at the end of each business day.
The current application has a MySQL database hosted on Linux based servers.

There is a separate RA management system which stores the details about RAs. However,
since this system stores only limited RA details, manual data entry using double-entry
method (digitization accuracy should be >98%) would also need to be done. The following
details would need to be manually captured in the eMigrate application using data from
the hard-copy records of RAs (there are around 2000 RAs):

•    RA registration/ renewal details

•    Previous suspensions, if any

•    Grievance reported, if any

•    Past recruitment details, if any

The key data migration and digitization requirements include:

•    Data conversion: Since there would be significant difference between existing database
     table structures and database table structures of new application, there should be
     mapping done between existing tables and proposed tables and data be made
     compatible for migration into new tables.

•    Perform data cleansing for incorrect/ incomplete data

•    Data migration

•    Manual data entry using double-entry method

•    Obtain sign off on migrated/digitized data

•    On completion of the migration/digitization all data from current application/ physical
     records should be available in the new application



11
  The data of emigrants who have applied for clearance for that day at a particular EMA office is downloaded at the location
and accessed over the intranet.

 Ministry of Overseas Indian Affairs                                                                                    149
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The table below presents some key points to be considered during the data migration:

    #                                      Consideration

             Risk Identification and Mitigation: It is extremely important to identify
             all risks associated with the data migration and enumerate mitigation
             measures. The plan should address the contingency measures to be
  DM1        adopted during the event of a data migration failure. It should also
             clearly specify measures to be taken to prevent data loss. It may be
             preferable to consider migration of data to a back up system at the same
             time as the new system to address data loss due to system failures

             Data Mapping: A comprehensive data mapping exercise must be
             undertaken before embarking on data migration. A good data map will
             detail an in-depth cross-referencing of all mutual fields across the source
             system and the target system. Ideally it should include:
             •   Names of applicable to and from fields
  DM2
             •   Lengths and data types of these fields
             •   Mapping of relationships between entities
             •   Check on the constraints, unique fields and integrity checks
             •   Any logic involved in mapping such as string truncations or validations
                 against any business rules.

             Data Transformation: Data transformation is the process of changing
             data from the source format into data that can be used by the target
             system. Data Transformation can be efficiently performed by technically
  DM3
             advanced Extract, Transform and Load (ETL) tools available in the
             industry. The choice of tool is an important consideration that would
             determine the success of the migration effort

             Training: In order to effectively perform data assessment and cleaning, it
             is important that the data migration team is sufficiently familiar with
             existing data structures of the source registers/databases. The data
             owners (MOIA/ NIC) will have to play an active role in ensuring that the
  DM4        team is sufficiently trained on/ familiarized with existing data formats
             and structures. Any documentation on the same will need to be passed
             on to the team. It may also be desirable that representatives from NIC
             and MOIA play an active role during the entire migration process and
             validation of migrated data




Ministry of Overseas Indian Affairs                                                        150
e-Governance in Emigration                                 RFP Vol-I   Govt. of India




13.    REQUIREMENTS FOR ADHERENCE TO STANDARDS

As noted at other places in the RFP, IA will be required to adopt the best practices and
acceptable standards prevalent in the industry in all areas of the project. Few standards
applicable to key activity groups have been mentioned here for example and the list below
is not to be treated as exhaustive:

               Areas                               Standard to be considered

 Data center design                   TIA-942

 Data element encrpytion              AES

 Digital certificates                 X.509, RSA

 Information security                 ISO 27001

                                      Web services, open standards, e-governance
 Interoperatability
                                      standards (http://egovstandards.gov.in)

 Photograph                           JPEG

 Portal development                   W3C specifications

 Scanned document                     PDF (Minimum resolution of 300 dpi)

 Workflow design                      WFMC or BPEL standards

 Information system
                                      ITIL/ ITSM
 management

 Project documentation                IEEE/ISO specifications for documentation

 Information access/transfer
                                      SOAP, HTTP/HTTPS
 protocols




Ministry of Overseas Indian Affairs                                                     151
e-Governance in Emigration                                 RFP Vol-I      Govt of India




14.      SERVICE LEVEL AGREEMENTS

1. The following table presents the SLAs for the eMigrate project. MOIA reserves the right to negotiate the service level agreement with
    the IA at the end of every year post Go-Live.

                                      Expected         Lower service                      Measurement
    #             Metric                                                     Breach                               Measurement method
                                      service level         level                          frequency

 Availability parameters

                                                                                                        •   Analysis of event log performed
                                                                                                            through use of automated tools
                                                                                                        •   IA shall ensure that all relevant
                                                                                                            events are logged and such logs are
                                                                                                            made accessible to MOIA appointed
            Availability of                                                                                 agency for review/ report through
            eMigrate                                                                                        automated tools
                                          >99.9%        99.5% - 99.9%
 SLM1       services at                                                      <99.5%         Monthly     •   End-to-end loop back mechanism
                                        Score: +8%    Score: -(minus)1%
            immigration                                                                                     must be established for checking the
            counters                                                                                        availability of services
                                                                                                        •   Non- availability of even one of the
                                                                                                            agreed services at an immigration
                                                                                                            counter would amount to no service
                                                                                                            available for the purpose of this SLA
                                                                                                            and thus breach




Ministry of Overseas Indian Affairs                                                                                                    152
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                                      Expected         Lower service                      Measurement
    #             Metric                                                     Breach                               Measurement method
                                      service level         level                          frequency

                                                                                                        •   Analysis of event logs performed
                                                                                                            through use of automated tools
                                                                                                        •   IA shall ensure that all relevant
                                                                                                            events are logged and such logs are
                                                                                                            made accessible to MOIA appointed
            Availability of                                                                                 agency for review/ report through
            eMigrate                                                                                        automated tools
                                          >99.7%        99.0% - 99.7%
 SLM2       services at all                                                  <99.0%         Monthly     •   End-to-end loop back mechanism
                                        Score: +8%    Score: -(minus)1%
            the kiosks at                                                                                   must be established for checking the
            airports                                                                                        availability of services
                                                                                                        •   Non- availability of even one of the
                                                                                                            agreed services at a kiosk would
                                                                                                            amount to no service available for
                                                                                                            the purpose of this SLA and thus
                                                                                                            breach

                                                                                                        •   Analysis of event logs performed
            Availability of
                                                                                                            through use of automated tools
            all eMigrate
                                          >99.7%        99.0% - 99.7%                                   •   IA shall ensure that all relevant
 SLM3       services over                                                    <99.0%         Monthly
                                        Score: +10%   Score: -(minus)1%                                     events are logged and such logs are
            Internet/
                                                                                                            made accessible to MOIA appointed
            Intranet/ VPN
                                                                                                            agency for review/ report through



Ministry of Overseas Indian Affairs                                                                                                    153
e-Governance in Emigration                                  RFP Vol-I     Govt of India




                                      Expected          Lower service                     Measurement
    #             Metric                                                     Breach                                Measurement method
                                      service level         level                          frequency

                                                                                                             automated tools
                                                                                                         •   End-to-end loop back mechanism
                                                                                                             must be established for checking the
                                                                                                             availability of services
                                                                                                         •   Non- availability of even one of the
                                                                                                             agreed services would amount to no
                                                                                                             service available for the purpose of
                                                                                                             this SLA and thus breach

            Availability of
            all systems and               >99.9%        99.5% - 99.9%                                    •   Analysis of event logs performed
 SLM4                                                                        <99.5%         Monthly
            services at DC              Score: +9%    Score: -(minus)2%                                      through use of automated tools
            and DRC

 Performance parameters

            Average                                                                                      •   Automated tool will be adopted for
            turnaround and                                                                                   measurement of this time. It will be
                                      <=2 seconds     >2 seconds – <=3
            page loading                                                   >3                                tested using 4 test transactions per
 SLM5                                                 seconds                              Fortnightly
            (this includes                                                 seconds                           hour (2 on Internet/ VPN and 2 on
                                      Score: +10%     Score: +6%
            home page)                                                                                       Intranet)
            time for                                                                                     •   Measured over a leased circuit or




Ministry of Overseas Indian Affairs                                                                                                     154
e-Governance in Emigration                                  RFP Vol-I      Govt of India




                                      Expected          Lower service                      Measurement
    #             Metric                                                      Breach                                  Measurement method
                                      service level         level                           frequency

            transactions on                                                                                   equivalent of 256 Kbps
            eMigrate                                                                                      •   Measured as the elapsed time
            application                                                                                       between the action link/button being
                                                                                                              clicked and its response page
                                                                                                              appearing completely
                                                                                                          •   Test data to be identified distinctly
                                                                                                              and path taken by test data to be
                                                                                                              similar to real transaction
                                                                                                          •   DNS servers should simulate access by
                                                                                                              end user and not answered locally
                                                                                                          •   Cache to be cleared before every
                                                                                                              transaction used for measurement
                                                                                                          •   Average must be achieved with more
                                                                                                              than 90% of the transactions being
                                                                                                              within 2 seconds and 9% of the
                                                                                                              transactions being within 2-3 seconds
                                                                                                              range

            Average                                                                                       •   Automated tool will be adopted for
                                      <=40 seconds    >40 seconds – <=60
            Document                                                        > 60                              measurement of this time. It will be
 SLM6                                                 seconds                               Fortnightly
            upload time for                                                 seconds                           tested using 2 test transactions per
                                      Score: +10%     Score: +6%
            transactions on                                                                                   hour (1 on Internet/ VPN and 1 on



Ministry of Overseas Indian Affairs                                                                                                         155
e-Governance in Emigration                                RFP Vol-I   Govt of India




                                      Expected        Lower service                   Measurement
    #             Metric                                                 Breach                               Measurement method
                                      service level       level                        frequency

            eMigrate                                                                                    Intranet).
            application                                                                             •   Measured over a leased circuit or
                                                                                                        equivalent of 256 Kbps with a test
                                                                                                        document payload of 1 MB.
                                                                                                    •   Measured as the elapsed time
                                                                                                        between the action link/button being
                                                                                                        clicked and its response page
                                                                                                        appearing completely
                                                                                                    •   Test data to be identified distinctly
                                                                                                        and path taken by test data to be
                                                                                                        similar to real transaction
                                                                                                    •   DNS servers should simulate access by
                                                                                                        end user and not answered locally
                                                                                                    •   Cache to be cleared before every
                                                                                                        transaction used for measurement
                                                                                                    •   Average must be achieved with more
                                                                                                        than 90% of the transactions being
                                                                                                        within 40 seconds and 9% of the
                                                                                                        transactions being within 40-60
                                                                                                        seconds range




Ministry of Overseas Indian Affairs                                                                                                   156
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                                      Expected          Lower service                    Measurement
    #             Metric                                                    Breach                               Measurement method
                                      service level         level                         frequency

                                                                                                       •   Average must be achieved with more
                                                                                                           than 90% of the transactions at each
                                                                                                           kiosk being within 5 minutes and 9%
                                                                                                           of the transactions being within 5-8
            Average time
                                                                                                           minutes range
            taken to avail
                                      <= 5 minutes    >5 minutes - <=8                                 •   Clock starts from the time a new
            emigrant/stude                                                >8
 SLM7                                                 minutes                              Monthly         registration transaction is initiated in
            nt registration                                               minutes
                                      Score: +10%     Score: +5%                                           the system and ends with printing the
            service at
                                                                                                           final receipt/ embarkation card and
            kiosks
                                                                                                           recording the completion of the
                                                                                                           service by the system
                                                                                                       •   Automated tool will be adopted for
                                                                                                           measurement of transaction time

                                                                                                       •   Average must be achieved with more
                                                                                                           than 90% of the transactions at each
            Average time
                                                                                                           kiosk being within 2 minutes and 9%
            taken to avail            <= 2 minutes    >2 minutes – <=3
                                                                                                           of the transactions being within 2-3
 SLM8       registration                              minutes             > 3minutes       Monthly
                                                                                                           minutes range
            printout service          Score: +10%     Score: +5%
                                                                                                       •   Clock starts from the time a new
            at kiosks
                                                                                                           printing transaction is initiated in the
                                                                                                           system and ends with printing the



Ministry of Overseas Indian Affairs                                                                                                    157
e-Governance in Emigration                                   RFP Vol-I    Govt of India




                                      Expected          Lower service                     Measurement
    #             Metric                                                     Breach                               Measurement method
                                      service level          level                         frequency

                                                                                                            final receipt/ embarkation card and
                                                                                                            recording the completion of the
                                                                                                            service by the system
                                                                                                        •   Automated tool will be adopted for
                                                                                                            measurement of transaction time

                                                                                                        •   Citizens’ complaints/ feedback
            Delivery of
                                      100%                                                                  received and/ or survey conducted by
            defect-free                               98 - <100%
 SLM9                                                                      < 98%           Quarterly        an MOIA appointed agency. MOIA
            identity cards                            Score: +4%
                                      Score: +8%                                                            shall decide on the methodology to
            to citizens
                                                                                                            be adopted for surveys.

            Resolution of
            end-user                                                                                    •   Automated tool will be adopted for
                                      <=30 minutes    >30 minutes - <=1
            related                                                                                         measurement of the resolution time
 SLM10                                                hour                 > 1 hour         Monthly
            incidents                                                                                   •   IA shall maintain relevant records
                                      Score: +7%      Score: +3%
            reported at the                                                                                 and logs for this purpose
            helpdesk

 Customer friendliness parameters




Ministry of Overseas Indian Affairs                                                                                                     158
e-Governance in Emigration                                  RFP Vol-I   Govt of India




                                      Expected         Lower service                    Measurement
    #             Metric                                                   Breach                                    Measurement method
                                      service level         level                        frequency

                                                                                                          Surveys conducted by an agency
            Overall user              >= 90% rating
                                                      75% - <90%                                          appointed by MOIA. MOIA shall decide on
 SLM11 experience at                                                     < 75%           Quarterly
                                                      Score: +6%                                          the methodology to be adopted for
            kiosks                    Score: +10%
                                                                                                          surveys.

1. The SLA measurement tool designed & developed by IA shall be tested and certified for its accuracy, reliability and completeness by the
    3rd Party agency before it is deployed.

2. If the SLA measurement tool and/or data equivalent to more than 5% of sample size is missing or unavailable for a particular SLA metric
    or if the tool is found to be unreliable then the quarterly credit for that metric would be counted as Zero (or lower if specified).

3. If service level for any of the first four metrics (availability) is measured and scored at a level lower than the expected in two quarters
    consecutively then MOIA shall have the right to invoke penalty of 3% of total quarterly amount payable to IA for a score of 100%. For any
    other metric this penalty will be 1% instead of 3%. Penalty shall be adjusted to the final quarterly amount payable to IA basis actual
    scores.

4. In case of one breach in the SLA, MOIA shall have the right to invoke penalty of 10% of total quarterly amount payable to IA for a score of
    100%. In case of two or more breaches in a quarter or breach of a particular SLA metric consecutively in two quarters, MOIA shall have
    the right to invoke full PBG and/ or call for termination of contract. Penalty shall be adjusted to the final quarterly amount payable to
    IA basis actual scores.

5. If the overall penalty applicable in any quarter during the currency of the contract exceeds 20%; then MOIA shall have the right to
    terminate the contract.




Ministry of Overseas Indian Affairs                                                                                                        159
e-Governance in Emigration                            RFP Vol-I     Govt. of India




14.1 Continuous improvement in Service Levels

To achieve continuous improvement, service levels will need to be reviewed at the end of
each 12 month period and suitably modified if necessary. Broad guidelines for such
modification are indicated below; however, actual modification will be subject to mutual
agreement between MOIA and IA:

1.      Each expected service level will be reset to the highest quarterly actual result at
        or above the expected service level achieved during the 12 month period.




Ministry of Overseas Indian Affairs                                                    160
e-Governance in Emigration                               RFP Vol-I     Govt. of India




15.     ACCEPTANCE TESTING, AUDIT AND CERTIFICATION

A 3rd Party Audit Agency (3PAA) shall be appointed by MOIA to review all aspects of the
project and certify compliance with RFP before the system is rolled out and declared “Go-
Live”. The 3PAA shall certify the following aspects:

•   Functional review: The 3PAA would conduct acceptance testing of the eMigrate
    application and review and verify the eMigrate system against the functional
    requirements specified in the RFP and/or signed-off with IA. This would include the
    review and verification of SLA Management methodology and tools as well as the
    quality of data migration.

•   Non-functional review: The 3PAA would review the eMigrate system against the non-
    functional requirements and specification laid down in the RFP/ signed-off with IA for:

    o   Security – including audit of network, server, application, and host security
        mechanisms, assessment of encryption mechanisms, and compliance with ISO 27001
        etc.

    o   Performance – including testing to ascertain request-response time, document
        upload time, disaster recovery time and other performance parameters defined in
        the RFP and/ or as signed off with IA.

    o   Availability – including network, server fail-over tests and other industry standard
        parameters

    o   Scalability – infrastructure and application, both horizontal and vertical

    o   Interoperability – system design to facilitate interoperability with other systems
        (present or future) as desired by MOIA

    o   Standards – compliance with standards prescribed in the RFP e.g. ITIL/ITSM

    o   Strategic Control of MOIA – provision for necessary checks and facilities as
        prescribed in the RFP or any other document post-RFP

•   Infrastructure review: The 3PAA would verify the conformance of infrastructure
    (including the kiosk hardware) provided by IA against the requirements, specifications
    and bill of material provided in the RFP and/or as signed-off with IA.




Ministry of Overseas Indian Affairs                                                     161
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•   Project documentation: The 3PAA would review and verify for being of acceptable
    standard the project documents developed by IA including design documents, source
    code, operation manuals, training manuals etc.

Note: The IA will be required to ensure that the testing & audit of eMigrate system is
completed and certified by the 3PAA in a maximum of three iterations.




Ministry of Overseas Indian Affairs                                                162
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16.     PROGRAM GOVERNANCE

The ‘E-Governance in Emigration’ project envisages transforming emigration into a simple,
transparent, orderly and humane process. Implementing such a program that would impact
citizens in a direct manner and has linkages with a wide-ranging set of stakeholders is
likely to encounter various challenges. Therefore, an appropriate governance structure
comprising of a Steering Committee (SC) and a Program Management Unit (PMU) shall be
put in place by MOIA to ensure the long-term success of the project.




16.1 Steering Committee

The steering committee would be responsible for providing guidance and requisite
resources to the project. The committee would comprise senior MOIA officials and may
have representatives from other ministries and/ or agencies as deemed necessary by
MOIA.

The committee would meet on a monthly basis with the PMU to monitor the project and
help in overcoming the obstacles encountered during the project implementation. The
chairperson (a senior MOIA official, to be decided by MOIA) may also convene ad-doc
meetings if required.


16.2 Program Management Unit

The PMU would be led by a senior Government official appointed by MOIA and empowered
to take decisions in line with the guidelines and sanction provided by the Steering
Committee. The PMU shall comprise experts who would be helping MOIA monitor the
project’s implementation as per objectives and requirements laid down in the RFP. The
functions of PMU shall include:

•   Monitoring project implementation in terms of quality, time, scope and budget

•   Providing guidance to IA and helping MOIA in decision making and issue resolution


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•   Reviewing deliverables and providing recommendation for sign-offs

•   Coordinating with various internal and external stakeholders

•   Reporting to the steering committee on project matter

The IA shall report to the PMU on an ongoing basis.


16.3 IA program management requirements

IA would be required to have a full time program management team in place for the entire
duration of the project. The team should be manned with the right mix of personnel with
project management and technical skills. The team would be required to support work in
tandem with the PMU set up by MOIA, in program governance activities. The program
management team of IA shall be responsible for interacting with the program management
unit of MOIA with regard to submission of deliverables, getting sign-off on deliverables and
other operational issues.




Ministry of Overseas Indian Affairs                                                     164
e-Governance in Emigration                            RFP Vol-I      Govt. of India




A       Emigration related data

A.1      Emigrant data

The following table depicts the number of emigrant workers granted emigration clearance
during 2001 – 2007. Emigration clearance was required for ECR passport holders going on
work visa to an ECR country.

 Year     Number of workers granted
          emigration clearance (in lacs)

 2001                        2.79

 2002                        3.68

 2003                        4.66

 2004                        4.75

 2005                        5.49

 2006                        6.77

 2007                        8.09

A.2      Student data

Around 153,300 students left India for studying overseas in 2007.

A.3      Estimated number of transactions

The following table depicts the estimated number of emigrant registration (for any Indian
going abroad on work visa to any country), student registration (for any Indian going
abroad on student visa to any country) and demand approval (for any Indian going abroad
on work visa to a notified country) transactions over a 5 year period. The numbers given
below are assumptions based upon past data, trends in Indian economy & international
migration of Indians and other macro-economic factors.

                             Year 1    Year 2     Year 3            Year 4        Year 5

 Transactions                1900000   2052000    2216160           2393453       2584929

Average number of yearly transactions: 22 lacs




Ministry of Overseas Indian Affairs                                                         165
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B       MOIA strategic control requirements

As the eMigrate project involves handling sensitive data about Indian citizens, MOIA
requires that it retains a strategic control over the eMigrate solution to ensure that:

•   Any change to the application, database, infrastructure is made under the due
    authority of MOIA

•   MOIA has supervisory control over system, network and database administration

•   Security of the application/data is not compromised (not even by the administrators)

•   MOIA has the understanding of the system and is in a position to scale up and take over
    the system, whenever required

IA will be required to document detailed policy and procedures related to strategic control
and get it reviewed and approved by MOIA. This document should be finalized during SRS
preparation stage and certainly before the start of design.

Few high level requirements of strategic control are specified below:

B.1      Requirements of strategic control over application

The high level requirements of strategic control over the application are specified below.

B.1.1 Retention of ownership and control over core and configurable modules

1. MOIA shall exercise ownership of core and configurable modules. To this end, the
      system shall be designed to ensure that:

      1.1. MOIA or their authorized representatives are associated with the design and
          development phases of the eMigrate system. Specifically, the IA shall obtain sign-
          off on all design documents

      1.2. The eMigrate system modules and their source code are stored in a repository with
          the MOIA after the modules are developed in accordance with the procedures laid
          down or approved by MOIA

      1.3. Any subsequent changes to the application are incorporated in the application
          repository on an incremental basis, after the process of approval prescribed is
          undergone.




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2. Any changes to the application, required to enhance the functionality, or to improve
    performance or to cover security gaps, shall first be documented by the IA in detail
    such as the proposed change, the reasons necessitating the change, the impact of
    change on application, effort and time required in effecting the change. Thereupon a
    request shall be referred to the Application Administrator(s) or equivalent personnel
    designated by MOIA for the purpose, to approve the proposed changes. IA shall first
    host the changes in the application staging environment and test it for consistency,
    integrity and performance. IA will then refer the changes made in the application,
    together with its test cases and test results, to the personnel of MOIA for their review
    and final approval before the changes are deployed in the production environment.

3. No change to the application shall be affected by the IA unless the process defined at
    (b) above is adhered to.

4. The source code shall not be shared with or provided to any other party.

B.1.2 Application Audit

The following requirements shall be met in regard to application audit.

1. The system shall allow conducting post-implementation review and audit in select
    cases that have resulted in a major change to check the completeness and correctness
    of the administrative tasks performed and ensuring that all and only the necessary
    components have been installed on the system. This acts against both malicious
    programs and faulty administrative actions.

2. MOIA may undertake comprehensive application audits at regular intervals through a
    designated third party to ensure application functionality and integrity.

B.1.3 Version Control

1. The application software shall be version controlled, adopting the industry standard
    practices like Version Control System (VCS), Source Code Management System and
    Software Configuration Management (SCM) in this regard.

2. The system shall permit the latest versions of the application and source code to be
    stored in a repository with the MOIA, with appropriate logs maintained for each
    change.




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B.1.4 Role Segregation

1. The roles of different personnel responsible for designing, coding, accepting the
      changes and authorizing the changes to be carried out into the production environment
      shall be clearly defined by the IA and shared with MOIA.

2. The role segregation shall cover all the administrators.

B.2      Requirements of strategic control over database

The high level requirements of strategic control over the database system are specified
below.

B.2.1 Retention of ownership and control over the database

1. MOIA shall exercise ownership of the database, through a database control module. To
      this end, the eMigrate system shall be designed to ensure that

      1.1. The entire database, including the table structures, schemas and master data are
          stored in repository with MOIA after data entered/ migrated by the IA is validated
          by MOIA.

      1.2. Any subsequent changes to the database system are incorporated in the database
          repository on an incremental basis, after the process of approval prescribed herein
          is undergone.

2. Any changes to the database, required to enhance the functionality, or to improve
      performance or to cover security gaps, and any changes to the master data, shall first
      be documented by the IA in detail such as the proposed change, the reasons
      necessitating the change, the impact of change on database and application, effort
      and time required in effecting the change. Thereupon a request shall be referred to
      the Database Administrator(s) or equivalent personnel designated by MOIA for the
      purpose, to approve the proposed changes. IA shall first host the changes in the
      database staging environment and test it for consistency, integrity and performance.
      IA will then refer the changes made in the database, together with its test cases and
      test results, to the personnel of MOIA for their review and final approval before the
      changes are deployed in the production environment.

3. No change to the database or to the master data shall be effected by the IA unless the
      process defined at (b) above is adhered to. To this end, all the actions of the database
      administrator of the IA shall be logged.



Ministry of Overseas Indian Affairs                                                       168
e-Governance in Emigration                               RFP Vol-I     Govt. of India



4. Any direct access to database must be avoided and the database administration
      activities (especially all those actions that result in modification of data, schema and
      master data) shall be executed through an application which verifies and audits users,
      code and actions done on the database.

5. The primary owner of the entire information captured in the database shall be MOIA.

B.2.2 Process controls on Database Administration

1. MOIA’s DBA(s) shall have the right to oversee the actions executed by the IA, by their
      physical presence, till the later logs out to ensure that the actions are as per the
      approved procedure

2. IA shall ensure that frequency of DBA activities is restricted to as minimum as possible.

B.2.3 Audit of DBA Actions

1. All DBA actions and any action on the database by any user must be logged
      automatically by the database server/ profiling tools and audit logs should be
      preserved securely

2. MOIA may conduct a comprehensive third party audit on the database audit logs from
      time to time to verify the set of actions performed within a given period.

B.2.4 Protection of Confidentiality and Integrity of data

1. Confidential data in the database must be encrypted by the application and the data
      which must not be modified shall be hashed and digitally signed by the application at
      the time of original data population itself.

B.2.5 Role segregation

1. Database Owner (MOIA), IA DBAs and application users must be kept as separate users/
      user groups. The access privileges for each of the three must be defined in detail and
      it must be approved by MOIA before the start of operations.

2. The user management part of DBA role shall be segregated and assigned to individuals.

B.3      Requirements of strategic control over security administration and network
         administration

The high level requirements of strategic control over the security and network
management are specified below.


Ministry of Overseas Indian Affairs                                                       169
e-Governance in Emigration                             RFP Vol-I     Govt. of India



1. The eMigrate system shall be designed and developed in compliance to the security
    requirements defined in the RFP.

2. The core activities relating to security and network administration like assigning roles
    and privileges, configuration management in relation to all the security assets like
    firewalls, routers, switches, IPS (Intrusion Prevention System) and IDS (Intrusion
    Detection System), shall be carried out only after the prior approval of the security
    and network administrator or equivalent personnel designated by the MOIA for this
    purpose.

3. Monitoring System Access and Use

    3.1. MOIA or its designated agency will have full access to all the logs to supervise and
         review the system activities

    3.2. System should provide the capability to centrally monitor the content of audit
         records generated by individual components throughout the system.

4. System must have automatic provision to send alerts and notifications to the
    respective administrators when account creations, deletions, modifications etc are
    done.




Ministry of Overseas Indian Affairs                                                      170
e-Governance in Emigration                              RFP Vol-I      Govt. of India




C      Number of emigration kiosks to be setup

The following table indicates the number of kiosks that need to be setup at various
international airports. IA will be required to conduct a pre-facto assessment for verifying
the actual number of kiosks required at each of the airports given below and arrive at the
final list before starting the set-up. IA will not be paid any additional amount for kiosk set-
up if the total number of kiosks across all the airports arrived at by IA matches with that
in the list below.

As part of the scope of work, IA is required to scale up the number of kiosks and related
staff by upto 25% (rounded to the next whole number) to handle any additional load
(based upon the actual number of transactions that happen through kiosks) if either such
scaling up is asked for by MOIA or deemed necessary by IA and approved by MOIA. For any
additional kiosk to be set-up beyond the aforesaid scaling up, IA will be paid the per kiosk
rate quoted by IA in its commercial bid submitted to MOIA.

IA will keep the arrangement of kiosks and operators sufficiently flexible so that if any
shuffling of kiosk/ operator is required across airports, as revealed by actual load during
operations over an agreed period of time, then that should be possible to do and IA will be
required to do it, unless found infeasible by both IA and MOIA, as part of its original scope
of work so far as the total number of kiosks across airports remains unchanged.

In case there is a need felt by MOIA or felt by IA and agreed by MOIA to scale down the
number of kiosks at one or more airports then IA will be required to dispose/ redeploy the
surplus assets and staff in a manner approved by MOIA, this so far as IA has already been
paid up by MOIA for those assets and staff.

 Airport                     Number of kiosks to be
                             setup
 Ahmedabad                              1
 Amritsar                               2
 Bangalore                              2
 Calicut                                1
 Chennai                                4
 Cochin                                 3
 Coimbatore                             1
 Delhi                                  4
 Gaya                                   1
 Goa                                    1


Ministry of Overseas Indian Affairs                                                        171
e-Governance in Emigration                            RFP Vol-I   Govt. of India



 Airport                     Number of kiosks to be
                             setup
 Guwahati                               1
 Hyderabad                              4
 Jaipur                                 1
 Kolkata                                2
 Lucknow                                1
 Mumbai                                 8
 Nagpur                                 1
 Pune                                   1
 Srinagar                               1
 Thiruvananathapuram                    3
 Trichi                                 1
 Total                                  44

Table 6: Number of kiosks to be setup




Ministry of Overseas Indian Affairs                                                172
e-Governance in Emigration                             RFP Vol-I      Govt. of India




D     Restricted and non-restricted areas of the eMigrate application

The following areas of the eMigrate application would be publicly available (referred to as
‘Non-restricted areas’):

•   Emigrant registration for non-notified countries

•   Student registration

•   Emigrant registration tracking (and the associated web service)

•   RA/EA registration application submission

•   RA/EA registration application tracking

•   FE/PE accreditation application submission

•   FE/PE accreditation application tracking

•   Approved demand details

•   Digital certificate management service

All other application areas would only be accessible to authorized users and are referred
to as ‘Restricted areas’




Ministry of Overseas Indian Affairs                                                    173
e-Governance in Emigration                                  RFP Vol-I    Govt. of India




E           Hardware and software requirements

An indicative list of various hardware and software components that will have to be
provided by the IA is provided below. This list is not exhaustive and bidders are required
to assess the actual requirement and arrive at an optimum list.

        #                                       Component

    1                                 Application and storage hardware

    1.1         Web server

    1.2         DNS server

    1.3         Authentication server

    1.4         VPN box

    1.5         Gateway antivirus

    1.6         Application server

    1.7         Database server

    1.8         SAN storage system (including switches)

    1.9         Load balancer

    1.10        Tape libraries

    2                                  Security and network hardware

    2.1         Routers

    2.2         Core Switches

    2.3         Access Switches

    2.4         Server farm switches

    2.5         IPS

    2.6         Firewall

    2.7         Gateway antivirus

    2.8         WAN connectivity

    3                                            Software




Ministry of Overseas Indian Affairs                                                       174
e-Governance in Emigration                               RFP Vol-I     Govt. of India




  3.1       Web server software

  3.2       Application server software

  3.3       Database server software

  3.4       Back-up software

  3.5       Data aggregation tool

  3.6       Host-based security system

  3.7       Enterprise antivirus system

  3.8       Document management system

  3.9       Content Management system

  3.10      Relevant SLA measurement tools

  3.11      Accounting system as per CAG’s accounting norms and requirements

  3.12      Enterprise Management System for IT infrastructure management

  3.13      VPN client software

            Firewall log analysis and reporting software (for efficient analysis of large
  3.14
            number of false-positives)

Table 7: Hardware and software requirements

The assessment about the actual number and configuration of the components mentioned
above would be done by IA keeping in view that none of the functional, non-functional,
technical, operational, and service level requirements laid down in the RFP is
compromised.




Ministry of Overseas Indian Affairs                                                         175
e-Governance in Emigration                                       RFP Vol-I       Govt of India




F      Process Maps

The process description/ maps mentioned in the following sections and elsewhere in the RFP are illustrative and subject to MOIA’s approval during SRS preparation.

F.1      Demand approval process




Ministry of Overseas Indian Affairs                                                                                                                              176
e-Governance in Emigration                                                RFP Vol-I             Govt of India




F.2      Emigrant registration process


Emigration registration process (Emigrants departing to notified countries, direct recruitment)



                                                                                                           FE/PE populates the
                                                                                                                                         FE/PE makes payment
               FE/PE logs on to         FE/PE provides job id for which                                 emigrant registration form
                                                                                                                                         using online payment
               eMigrate System          the emigrant has been recruited                                  and uploads the requisite
                                                                                                                                               platform
                                                                                                               documents




           System authenticates and        System validates if the job    System validates if the FE/                                 System generates a tracking        System sends
                                                                           PE id associated with the       System validates the                                           registration
            verifies if the user has         id is valid and has not                                                                 number and forwards the case
                                                                          job and user id in the user    details* and displays an                                       confirmation to
           appropriate rights. If not           expired. If not an           profile match. If not,                                     to PoE (automatic load
                                                                                                         error message in case of                                         FE/PE and
             an appropriate error         appropriate error message is        system displays an                                       balancing is done by the
                                                                                                             validation failure                                            emigrant
             message is displayed                   displayed             appropriate error message                                            system)




                                                                                                                                     PoE verifies the application for
                                                                                                                                     completeness and approves the
                                                                                                                                                 request




Ministry of Overseas Indian Affairs                                                                                                                                               177
e-Governance in Emigration            RFP Vol-I   Govt of India
   RA
   eMigrate System
   PoE




Ministry of Overseas Indian Affairs                               178
e-Governance in Emigration            RFP Vol-I   Govt of India
   Emigrant
   eMigrate System




Ministry of Overseas Indian Affairs                               179
e-Governance in Emigration                                                   RFP Vol-I           Govt of India




F.3       Student registration process


Student registration process



                  Student goes to                Student populates the
                                                                                                           Student makes payment                               Student takes a printout of
                   the eMigrate                   student registration
                                                                                                            of the registration fees                             the embarkation form
                       portal                            form




                                                                                                                                       System auto-approves
                                                                          System validates the details*
                                                                                                                                        the registration and
                                                                         and displays an error message
                                                                                                                                            generates an
                                                                           in case of validation failure
                                                                                                                                         embarkation form




   *eMigrate system performs the following validations:
   - Passport number from passport system
   - Completeness of information submitted




Ministry of Overseas Indian Affairs                                                                                                                                                180
e-Governance in Emigration                                                              RFP Vol-I               Govt of India




F.4                     Immigration process


Immigration process
  Emigrant/
   student




                            Citizen presents the
                          passport and visa at the
                           immigration counter
  counter executive
    Immigration




                                                                                                                    Executive enters the passport
                                                         Executive checks the           Executive checks                                                                                If registration is
                                                                                                                     number, visa number and
                                                        validity and authenticity   if visa is a work visa or                                                                        complete, immigration
                                                                                                                     destination counter in the
                                                            of the documents               student visa                                                                               clearance is granted
                                                                                                                               system
  Immigration




                                                                                                                                               Immigration application sends a
    system




                                                                                                                                                    request to the eMigrate
                                                                                                                                                                                       System displays the
                                                                                                                                               application to ascertain whether
                                                                                                                                                                                        registration status
                                                                                                                                                 the citizen is registered with
                                                                                                                                                             MOIA
      eMigrate System




                                                                                                                                                                        System queries its
                                                                                                                                                                       database and sends a
                                                                                                                                                                          response back




  Immigration counter executive checks the following:
  - Validity of the passport
  - Validity of the work permit/ visa




Ministry of Overseas Indian Affairs                                                                                                                                                                           181
e-Governance in Emigration                                              RFP Vol-I          Govt of India




F.5      Emigrant/ student return process


Emigrant/student return process



                 Citizen approaches the
                immigration counter with
                    the passport and
                  disembarkation card




                                           Immigration officer checks       Immigration officer enters
                                            disembarkation card for           passport number in the
                                           completeness and passport        system to capture citizen’s
                                                for authenticity                      return




                                                                                                                            Immigration application runs a batch
                                                                                                Immigration application        job at off-peak hours. A list of
                                                                                                 updates its database to     passport numbers of citizens who
                                                                                                 reflect citizen’s return     returned during the day is sent to
                                                                                                                                    eMigrate application




                                                                                                                                                                   eMigrate system updates the
                                                                                                                                                                      record if the emigrant/
                                                                                                                                                                    student is registered with
                                                                                                                                                                              MOIA




Ministry of Overseas Indian Affairs                                                                                                                                                       182
e-Governance in Emigration                                       RFP Vol-I   Govt of India




F.6                             Insurance facilitation process
  IM Labor desk Emigrant/ any
   (Outsourced) other person
         Indian Mission
         RA
         PoE
  Insurance
  company




Ministry of Overseas Indian Affairs                                                          183
e-Governance in Emigration                  RFP Vol-I   Govt of India




F.7            RA/EA registration process
      RA/EA
      PoE
      Police
      PGoE




Ministry of Overseas Indian Affairs                                     184
e-Governance in Emigration            RFP Vol-I   Govt of India




F.8            RA renewal process
      RA
  executive
    PGoE
      Police
      PGoE




Ministry of Overseas Indian Affairs                               185
e-Governance in Emigration                               RFP Vol-I         Govt of India




F.9      RA audit process



RA audit process



                                                                                                                     PGoE uploads the audit
                   PGoE assigns an
                                                                                                                      report in the eMigrate
                   auditor to the RA
                                                                                                                              system




                                       RA hires the assigned
                                             auditor




                                                                     Auditor performs the     Auditor prepares a
                                                                      audit based on the    report and submits the
                                                                     guidelines provided        same to PGoE




Ministry of Overseas Indian Affairs                                                                                                            186
e-Governance in Emigration            RFP Vol-I   Govt of India




F.10     RA/EA rating process




Ministry of Overseas Indian Affairs                               187
e-Governance in Emigration                                        RFP Vol-I   Govt of India




F.11                  Agent de-registration/ suspension process
    PGoE
    RA / EA
    eMigrate system




Ministry of Overseas Indian Affairs                                                           188
e-Governance in Emigration                          RFP Vol-I   Govt of India




F.12                     FE accreditation process
        FE
  Registration desk
    (outsourced)
         IM
        Indian Mission




Ministry of Overseas Indian Affairs                                             189
e-Governance in Emigration            RFP Vol-I   Govt of India




F.13     PE accreditation process




Ministry of Overseas Indian Affairs                               190
e-Governance in Emigration            RFP Vol-I   Govt of India




F.14     FE / PE rating process




Ministry of Overseas Indian Affairs                               191
e-Governance in Emigration                                           RFP Vol-I   Govt of India




F.15                     Employer de-accreditation / blacklisting process
   Indian Mission/
        PGoE
       FE / PE
       eMigrate system




Ministry of Overseas Indian Affairs                                                              192
e-Governance in Emigration              RFP Vol-I   Govt of India




F.16     Grievance management process




Ministry of Overseas Indian Affairs                                 193
e-Governance in Emigration                                 RFP Vol-I      Govt. of India




G        Emigration forms

The forms provided as part of this RFP are illustrative and intended to highlight salient
information heads that need to be captured as part of various processes. These forms
would need to be refined and finalized by the IA as part of SRS preparation and are
subject to MOIA’s approval.

G.1       Emigrant Registration Form

                                 Emigrant Registration Form

 Applicant                   Individual/FE/PE/RA

                                      Personal Details

 Name (as on passport)

 Date of Birth

 Gender                      Male/Female

 Place of Birth

 NRI/PIO/OCI Status          □ NRI     □ PIO    □ OCI    □ None

 Address in India

                             Name
 Details of Contact
 person in Emergency
                             Contact Phone No.

                                      Passport Details

 Passport Number

 Date of Issue

 Date of Expiry

 Place of Issue

                                       Travel Details

                             □ Business    □ Travel     □ Official     □ Employment
 Purpose of overseas         □ Education       □ Conference    □ Visit Friends/Relatives
 visit                       □ Medical/Health □ Religion/Pilgrimage □ Leisure/Holiday
                             □ Sport □ Health



Ministry of Overseas Indian Affairs                                                        194
e-Governance in Emigration                               RFP Vol-I   Govt. of India




 Date of Boarding

 Flight Number

 Port of Final
 Destination

              Employment Details (to be filled if traveling on a work visa)

 Company Name

 Period of
 contract/deputation

 Address

 Country of
 employment

 Job Category

    Additional Details (to be filled only in case of ECR citizens traveling on work
                                          visa)

 Monthly Salary (INR)

                                      □ Visa fee
                                      □ Airfare for joining work
                                      □ Joining bonus/ salary advance
                                      □ Food
                                      □ Accommodation
                                      □ Uniform
 Facilities provided by FE/PE         □ Medical Facility
                                      □ Health insurance
                                      □ Life insurance
                                      □ Overtime
                                      □ Weekly off
                                      □ Paid leave during contract
                                      □ To-and-fro airfare for traveling on paid leave

 Contract Attestation Number

 Contract Attestation Date            DD-MM-YYYY

 Visa Issue Date                      DD-MM-YYYY



Ministry of Overseas Indian Affairs                                                      195
e-Governance in Emigration                              RFP Vol-I   Govt. of India




 Visa Expiry Date                       DD-MM-YYYY

 Contract Expiry Date                   DD-MM-YYYY

 PBBY Insurance Details:

 Policy Number

 Issued on                              DD-MM-YYYY

 Policy Period

 Policy Agency

Form 1: Emigrant Registration Form

G.2      Grievance Request Form

                                  Grievance Request Form

 Date

 Name                        Mr./Ms. ________________

 Date of Birth
                             ___/___/_______
 (dd/mm/yyyy)

 Sex                         Male/Female

                             Passport Number

                             Date of Issue
 Passport Details
                             Date of Expiry

                             Place of Issue

 Address in India

 Contact Person in
 India

                             Name
 Details of Recruiting
 Agent
                             Address



Ministry of Overseas Indian Affairs                                                  196
e-Governance in Emigration                              RFP Vol-I     Govt. of India




                             Telephone No.

 Fill in the following details (overseas country, date of arrival and employer details)
 if you are at an overseas location

 Overseas Country

 Date of arrival in the
 overseas country

                                  Name

 Employer Details                 Address

                                  Telephone No.


 Complaint:


Form 2: Emigrant Complaint Form




Ministry of Overseas Indian Affairs                                                       197
e-Governance in Emigration                                  RFP Vol-I     Govt. of India




H     RA Registration Form

                                      RA Registration Form

                                                                           Attach passport-
 Date                                                                      size photograph of
                                                                           the applicant
                                                                           (Proprietor/Managi
 Name of the Applicant                                                     ng Partner/
                                                                           Managing Director)

                       Details of Directors/ Partners/ Senior managers

                                                   Date of        Educational
 Name                          Role/ Designation                                   Nationality
                                                   Birth          Qualification




                                      Organization Details

 Nature of                   Proprietorship/ Partnership/ LLP/ Private Limited/ Public
 Organization                Limited/ Public Sector Unit /others (specify)

 Date of setting up

 Address and contact                               Is the office
 number of office to                               owned or is on
 be used for                                       hire or is on
 conducting business                               lease?

 How many other                                                  Include address details in
 offices do you have?                                            separate sheet

 PAN Number                                        Service Tax No.

 Registration/                                     Name and address
 incorporation Details                             of bankers

                                         Other Details



Ministry of Overseas Indian Affairs                                                              198
e-Governance in Emigration                              RFP Vol-I      Govt. of India




 Details of experience, if any, in recruitment of manpower for
 overseas employment


 Name of countries where you propose to deploy Indian workers


                                         Undertaking

 I undertake that in the event of any of the information furnished above being found to
 be false or incorrect in any respect, the registration is liable to be cancelled

Form 3: RA Registration Form

H.1     RA Renewal Form

                                      RA Renewal Form

 Date

 Name of the applicant

 Number and date of issue of registration
 certificate

 Date up to which certificate is valid

 Whether any complaints are outstanding
 in respect of workers recruited and, if so,
 details thereof

 Any relevant change in respect of
 business premises, financial status etc,
 since the issue of registration certificate

 Have you been associated with any other
 recruiting agency? If so, in what capacity.

                                        Undertaking

 I undertake that in the event of any of the information furnished above being found
 to be false or incorrect in any respect, the registration is liable to be cancelled

Form 4: RA Renewal Form

Ministry of Overseas Indian Affairs                                                       199
e-Governance in Emigration                               RFP Vol-I        Govt. of India



H.2     FE/PE Accreditation Form

                                      FE/PE Accreditation Form

 Date

 Name of the Company

                                                Manufacturing/Construction/Healthcare/Any
 Nature of business                             other (please specify :
                                                _____________________)

 Nature of Organization

 Country of incorporation/ registration

 Incorporation/ registration no. and date

 Registration/ authorization details in
 the destination country (if different
 from the country of incorporation/
 registration)

 Countries of operation

 Head office/ Corporate office address
 and phone number

 Office address and phone number in the
 destination country (if different from
 the head/ corporate office)

 Website URL

 Name and designation of the authorized
 signatory

 Name and contact details of the HR
 head

 Total workforce employed




Ministry of Overseas Indian Affairs                                                        200
e-Governance in Emigration                           RFP Vol-I    Govt. of India




 Number of expatriate workers employed

 Any quality certifications or
 appreciations received? (provide
 supporting documents)

 We hereby declare that all the information and statements made in this form are true to
 the best of our knowledge.

Form 5: FE/PE Registration Form




Ministry of Overseas Indian Affairs                                                   201

				
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Description: Statement from Employer for Emigration document sample