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Dharamshala Municipal Corporation

RFP | Implementation of e-Public Services system | 2016

RFP No.: CBUD/ FIN/ 35/HP/DMC/e-Nagarpalika/2016

Country: India

Project Name: Capacity Building for Urban Development

Request For Proposal

for

Selection of a System Integrator for

Implementation of e-Nagarpalika (Online ULB

services Under Public Service Guarantee Act)

for


Himachal Pradesh.

Dharamshala Municipal Corporation, Dharamshala, Himachal Pradesh - 176215


RFP | Implementation of e-Public Services system | 2016 1 1

-Tender Notice-

Request for proposal for selection of a “System Integrator for Implementation of e- Nagarpalika” for Dharamshala Municipal Corporation

(Online ULB services Under Public Service Guarantee ACT)


Dharamshala, Himachal Pradesh

Phone: 01892-224488 Website: www.mcdharamshala.in

RFP No CBUD/ FIN/ 35/HP/DMC/e-Nagarpalika/2016 Date: 30/08/2016

1. Commissioner, Dharamshala Municipal Corporation (DMC) invites e-Tender for technical

and financial proposals from eligible Firms/Agencies for Selection of a System Integrator for

Implementation of e- Nagarpalika (Online ULB services Under Public Service Guarantee

ACT) for Dharamshala Municipal Corporation of Himachal Pradesh.

2. Interested Agencies may download the complete RFP document and submit their bids

online at e-tendering portal i.e. http://www.hptenders.gov.in. Only online bids shall be

accepted.

3. As the tenders are to be submitted online, tenderer is required to be encrypted and

digitally signed. The bidders are advised to obtain Digital Signature Certificate (DSC) from

suitable vendors or any authorized agency.

4. A pre-bid meeting is proposed on 16-09-2016 at 2:00 PM.

5. Interested Agencies may submit their proposals along with a non-refundable demand

draft of Rs. 5000/-(Rupees Five Thousand only) as cost of RFP and an EMD/Security

Deposit of Rs. 1,00,000/- (Rupees One Lakh only) as prescribed in the RFP document

(refundable). No proposals will be accepted without the cost of RFP/ Bid Security.

6. Proposals received without Cost of RFP document & EMD/Security Deposit is ineligible.

7. The last date for submitting the online bids is 29-09-2016 up to 03:00 PM.

http://www.mcdharamshala.in/

http://www.hptenders.gov.in/



Key dates:

Sr.

No.

Description Important Information

1. Date of online publication 30-08-2016 at 02:00 PM

2. Downloading of e –tender documents 30-08-2016, 02:00 PM to 29-09-2016, 03:00 PM

3. Pre bid meeting 16-09-2016 at 2:00 PM

4. Physical submission of EMD and Cost of tender documents

28-09-2016 up to 05:00 PM

5. Date of submission of e- tender 30-08-2016, 02:00 PM to 29-09--2016,

03:00 PM

6. Date of opening of Technical Bid 29-09-2016 at 03:30 PM

7. RFP Document Fee Rs. 5000/- Demand Draft in favour of

Commissioner, Municipal Corporation,

Dharamshala

8. Amount of RFP Rs. 1,00,000/- . Demand Draft in favour of

Commissioner, Municipal Corporation,

Dharamshala

The tenderers are required to upload & submit their e–tender for the above works online

only. The bidders are advised to obtain Digital Signature Certificate (DSC) from suitable

vendors or any authorized agency.

All amendments, time extension, clarifications etc. will be uploaded on the website only and

will not be published in newspapers. The tenderers should visit regularly the website to

keep themselves updated.

Commissioner, Municipal Corporation, Dharamshala



Contents

1. About the RFP ....................................................................................................................................... 6

1.1. Structure of RFP ......................................................................................................................... 6

2. Back Ground .......................................................................................................................................... 7

3. Objective .................................................................................................................................................. 7

4. Data Sheet ............................................................................................................................................... 8

5. Instructions to the Bidders ............................................................................................................. 9

5.1. General ............................................................................................................................................ 9

5.2. Format and Signing of RFP .................................................................................................. 9

5.3. Pre-Bid Meeting & Clarifications ....................................................................................... 9

5.3.1 Pre-bid Conference ....................................................................................................................... 9

5.3.2 Responses to Pre-Bid Queries and Issue of Corrigendum ................................... 10

5.4. Key Requirements of the Bid ............................................................................................ 11

5.4.1 Right to Terminate the Process ............................................................................................ 11

5.4.2 RFP Document Fees ................................................................................................................... 11

5.4.3 Earnest Money Deposit (EMD) .............................................................................................. 11

5.4.4 Submission of Proposals ........................................................................................................ 11

5.4.5 Authentication of Bids .............................................................................................................. 12

5.5. Preparation and Submission of Proposal .................................................................. 12

5.5.1 Proposal Preparation Costs ................................................................................................... 12

5.5.2 Language .......................................................................................................................................... 12

5.5.4 Late Bids ........................................................................................................................................... 13

5.6. Deviations .................................................................................................................................... 13

5.7. Evaluation Process ................................................................................................................. 13

5.7.1 Tender Opening ............................................................................................................................ 14

5.7.2 Validity ............................................................................................................................................... 14

5.7.3 Tender Evaluation ........................................................................................................................ 14

5.8. Site Visit (s) ................................................................................................................................. 14

6. Bid Evaluation Procedure ............................................................................................................. 15

6.1. Pre-Qualification Criteria ..................................................................................................... 15

6.2. Technical Evaluation ............................................................................................................. 16



6.3. Financial Bid Evaluation ...................................................................................................... 18

6.4. Combined Evaluation of Technical & Financial Bids ........................................... 18

7. Scope of e- Nagarpalika ................................................................................................................. 18

8. Functional Requirements .............................................................................................................. 21

8.2. Workflow management System ....................................................................................... 22

8.3. Public Service Enrolment System .................................................................................. 23

8.4. Citizen Registration system ............................................................................................... 23

8.5. Service Application Request System ............................................................................ 24

8.6. Document management system ...................................................................................... 25

8.7. Integrated Grievance Redressal System ..................................................................... 27

8.8. Integration Point ....................................................................................................................... 28

8.9. Security audit ............................................................................................................................. 29

8.10. Training ......................................................................................................................................... 29

8.11. Maintenance & support ........................................................................................................ 30

8.12. Helpdesk ....................................................................................................................................... 30

8.13. Non-functional requirement ............................................................................................... 30

8.14. Project Time Line ..................................................................................................................... 31

9. General Terms & Conditions ....................................................................................................... 31

9.2. Appointment of System Integrator ................................................................................. 31

9.1.1 Award Criteria ................................................................................................................................ 31

9.1.2 Right to Accept Any Proposal and To Reject Any or All Proposal(s) .............. 31

9.1.3 Notification of Award ................................................................................................................. 31

9.1.4 Contract Finalization and Award ......................................................................................... 31

9.3. Performance Guarantee ....................................................................................................... 32

9.4. Signing of Contract................................................................................................................. 32

9.5. Failure to Agree with the Terms & Conditions of the RFP................................. 32

9.6. Service Level Agreement .................................................................................................... 32

9.5.1 Compensation for Termination of Contract ................................................................... 32

9.5.2 Liquidated Damages ................................................................................................................... 32

9.7. Resource Personnel ............................................................................................................... 33

9.8. Deliverables ................................................................................................................................ 33

9.9. Payment Schedule .................................................................................................................. 33



9.10. Change Management Process .......................................................................................... 33

9.11. Service Levels & Penalties ................................................................................................. 34

9.12. Fraud and Corrupt Practices ............................................................................................. 34

10. Performa & Annexure ...................................................................................................................... 36

10.1. Core Technical Proposal ..................................................................................................... 36

10.2. Technical Bid Letter ............................................................................................................... 37

10.3. Bidder Company Profile ....................................................................................................... 39

10.4. Bidder Project Profile ............................................................................................................ 40

10.4.1 Relevant e-Governance Project ......................................................................................... 40

10.5. Format of Resume of Key Staff ........................................................................................ 40

10.6. Financial Bid Format / Letter ............................................................................................. 41

10.7. Bid Format: Bill of Quantity (BOQ) ................................................................................. 42



1. About the RFP

1. The Government of India (hereinafter called “Borrower”) has received financing from the International Development Association (IDA) (the “Bank”) in the form of a credit (hereinafter called “credit”) toward the cost of Capacity Building for Urban Development Project. The Government of Himachal Pradesh, on behalf of Ministry of Urban Development Government of India an implementing agency of the Client, intends to apply a portion of the proceeds of this credit to eligible payments under the contract for which this Request for Proposals is issued. Payments by the Bank will be made only at the request of the Ministry of Urban Development (Client) and upon approval by the Bank, and will be subject, in all respects, to the terms and conditions of the financing agreement. The financing agreement prohibits a withdrawal from the credit account for the purpose of any payment to persons or entities, or for any import of goods, if such payment or import, to the knowledge of the Bank, is prohibited by a decision of the United Nations Security council taken under Chapter VII of the Charter of the United Nations. No party other than the Client shall derive any rights from the financing agreement or have any claims to the proceeds of the credit.

The Client now invites proposals to provide the following consulting services (hereinafter called “Services”): “Selection of a System Integrator for Implementation of e-Nagarpalika (Online ULB services Under Public Service Guarantee ACT) for Dharamshala Municipal Corporation”

This Request for Proposal (RFP) is invited from reputed firms for implementation and carrying out online ULB services under Public Service Guarantee ACT2011, in Dharamshala Municipal Corporation of Himachal Pradesh.

The request for implementation by bidder needs to be supported by adequate documentary credentials, and about bidder’s expertise in similar projects. The selection of bidder for implementation shall depend on the credentials provided by them with respect to organization capacity, presence and strength of resources, etc. The responses received pursuant to this RFP will be evaluated as per the criteria specified in this document.

1.1. Structure of RFP

This Request for Proposal (RFP) document for the project “e-Nagarpalika” for Dharamshala Municipal Corporation of Himachal Pradesh comprise of the following.

(a) Instructions on the Bid process for the purpose of responding to this RFP. This broadly covers: - Data Sheet - General instructions for bidding process - Bid evaluation process including the parameters for Pre-qualification, Technical

Evaluation and Commercial evaluation to facilitate Dharamshala Municipal Corporation, HP in determining bidder’s suitability as the implementation partner

- Payment schedule - Commercial bid and other formats

(b) Functional and Technical Requirements of the project. The contents of the document broadly cover the following areas: - About the project and its objectives - Scope of work for the Implementation Partner



- Functional and Technical requirements

The bidder is expected to respond to the requirements as completely and in as much relevant detail as possible, and focus on demonstrating bidder’s suitability to become the System Integrator of Dharamshala Municipal Corporation, HP.

The bidders are expected to examine all instructions, forms, terms, project requirements and other information in the RFP documents. Failure to furnish all information required as mentioned in the RFP documents or submission of a proposal not substantially responsive to the RFP documents in every respect will be at the Bidder’s risk and may result in rejection of the proposal.

2. Back Ground

With the intention to utilize e-Governance as a tool for bringing better transparency, responsiveness and accountability in governance, the Dharamshala Municipal Corporation, HP is willing to use the advantage of the information technology by developing a new web portal application as “e-Nagarpalika”. This application will be a single interface for the citizen to access all the services provided by the Dharamshala Municipal Corporation, HP

3. Objective

The aim of the e-Nagarpalika project is to create an integrated web application for citizen and ULBs, to use IT primarily to increase information quality, improve overall efficiency and effectiveness in the Government processes, along with convenience in operations.

Following are the key objective of this project:-

Thorough assessment of all the public services initiative undertaken by Dharamshala Municipal Corporation.

Capacity Building of the officials and users within Dharamshala Municipal Corporation, HP. Developing web based application and executes the planned integration of different application or services in an effective manner.

IT enabling of internal processes of Dharamshala Municipal Corporation, HP to increase functional efficiency

Automation of workflow and internal processes of Dharamshala Municipal Corporation

Seamless integration of various departments for providing services to the citizens - by integrating various databases.

Providing efficient individual department services through various delivery channels either online or across the counter like Common Service Centres (CSCs) at Corporation level or online using eDistrict Portal

To provide easy access to government services to common man To provide online Payment facility to the citizens and keeping citizens

informed about status of their applications/ requests through SMS To provide facility to the citizens to make use of SMS facility to rate services

being offered by Municipal Corporation Dharamshala or to send general feedback in order to make services more responsive

To utilize IT to empower the common man in his dealings with the bureaucracy.



4. Data Sheet

1. Name of the Client: Commissioner, Dharamshala Municipal Corporation, 2. Method of selection: Quality-cum-Cost Based Selection (QCBS) method

(70:30) 3. Financial Proposal to be uploaded together with Technical Proposal: Yes Title

of Service is: Selection of a System Integrator for Implementation of e- Nagarpalika (Online ULB services Under Public Service Guarantee ACT) for Dharamshala Municipal Corporation of Himachal Pradesh.

4. A pre-proposal conference will be held: Yes Date: 16-09-2016 Time: 02:00 PM Venue:O/O Dharamshala Municipal Corporation. The clarifications may be asked through email by 12-09-2016.

5. Client Representative: Commissioner or Nominated Official by Commissioner, Dharamshala Municipal Corporation

6. Proposals must remain valid for 90 days after the submission date indicated in this Data Sheet.

7. The agency is required to include with its Proposal written confirmation of authorization to sign on behalf of the Consultant : Yes

8. Bidders Eligibility Criteria: Applicable • Company incorporated under the companies’ act 1956. • Be in business for last more than 5 years • Have at least 5 implementation partners in India • Have successfully implemented at least 5 projects in leading government organizations / local self-governments /public sector undertakings in India • Not be blacklisted by Central/ State Government Department/ PSU/Government Company in the past 3 years. Should not be under any legal action for indulging in corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice with any Indian Central/ State Government Department/ PSU/ Government Company.

9. One copy of Technical bids may be submitted physically also along with EMD and cost of tender document. The Financial bid is to be submitted through e-tendering only.

10. Technical Proposals should be clearly marked ‘TECHNICAL PROPOSAL FOR [Title of Consulting Service] – DO NOT OPEN EXCEPT IN THE PRESENCE OF THE TENDER COMMITTEE/ EVALUATION COMMITTEE’.

11. A non-refundable RFP Cost should be provided with Technical Proposal: Yes. If Yes, the amount of the RFP Cost is Rs. 5000/ (Five thousand) only Demand Draft favoring the Commissioner, Municipal Corporation Dharamshala and drawn on a nationalized bank/ scheduled Bank, Payable at Dharamshala.

12. A Bid Security must be submitted: Yes An Earnest Money Deposit (EMD)/ Bid Security should be provided with Technical Proposal: Yes If Yes, the amount of the Ernest Money Deposit (EMD)/ Bid Security is Rs. 1,00,000/-(Rupees One Lakh only) Demand Draft favoring the Commissioner, Municipal Corporation Dharamshala and drawn on a nationalized bank/ scheduled Bank, Payable at Dharamshala

13. The validity of Bid Security is 90 days. Bid security shall be refunded to the successful bidder upon signing of agreement with Director, Urban Development, For unsuccessful bidders the bid security shall be refunded within 30 days of letter of award.

14. A Performance Security in the form of Bank Guarantee is to be submitted by the winning Bidder before signing of Contract. Amount will be 8% of the contract value; this may be provided as 100% Bank Guarantee. Bank



Guarantee will be made in the name of: Commissioner, Municipal Corporation Dharamshala and drawn on a nationalized or scheduled commercial bank.

15. Currency for Proposals is: Indian Rupee 16. Address for communication/ submission of Proposals:

Commissioner, Municipal Corporation, Dharamshala, HP Ph: 01892-224488, Email: <[email protected]

5. Instructions to the Bidders

5.1. General

(a) While every effort has been made to provide comprehensive and accurate background information and requirements and specifications, Bidders must form their own conclusions about the solution needed to meet the requirements. Bidders and recipients of this RFP may wish to consult their own legal advisers in relation to this RFP.

(b) All information supplied by Bidders may be treated as contractually binding on the Bidders, on successful award of the assignment by the Dharamshala Municipal Corporation, HP on the basis of this RFP

(c) No commitment of any kind, contractual or otherwise shall exist unless and until a formal written contract has been executed by or on behalf of the Dharamshala Municipal Corporation, HP. Any notification of preferred bidder status by the Dharamshala Municipal Corporation, HP shall not give rise to any enforceable rights by the Bidder. The Dharamshala Municipal Corporation, HP may cancel this public procurement at any time prior to a formal written contract being executed by or on behalf of the Dharamshala Municipal Corporation, HP

(d) This RFP supersedes and replaces any previous public documentation & communications, and Bidders should place no reliance on such communications.

5.2. Format and Signing of RFP

The RFP shall be submitted in three parts;

Part A - Pre Qualification Bid

Part B - Technical Bid

Part B - Financial Bid

The RFP shall be typed or written in indelible ink and shall be signed by the applicant or a person or persons duly authorized.

5.3. Pre-Bid Meeting & Clarifications

5.3.1 Pre-bid Conference

Dharamshala Municipal Corporation, HP shall hold a pre-bid meeting with the prospective bidders on12-09-2016 at Time: 11:00 AM in the O/O Commissioner,

Municipal Corporation, Dharamshala Ph: 01892-2244888, Email: [email protected]

mailto:[email protected]



I. The Nodal Officer from DMC is: [please insert details as below]

Name: Mr. Rahul Dubey

Designation: Executive Engineer

Communication Address: Dharamshala Municipal Corporation,

Phone: 01892-224488 Email:[email protected]

(a) The queries should necessarily be submitted in the following format:

Email: [email protected]

S.No# RFP Document Reference(s) (Section & Page Number(s))

Content of RFP requiring Clarification(s)

Points of clarification

1.

2.

3.

4.

5.

(a) Dharamshala Municipal Corporation, HP shall not be responsible for ensuring that the bidders’ queries have been received by them. Any requests for clarifications post the indicated date and time may not be entertained by the Nodal officer.

5.3.2 Responses to Pre-Bid Queries and Issue of Corrigendum

(a) The Nodal Officer notified by the Dharamshala Municipal Corporation, HP will endeavor to provide timely response to all queries. However, Dharamshala Municipal Corporation, HP makes no representation or warranty as to the completeness or accuracy of any response made in good faith, nor does Dharamshala Municipal Corporation, HP undertake to answer all the queries that have been posed by the bidders.

(b) At any time prior to the last date for receipt of bids, Dharamshala Municipal Corporation, HP may, for any reason, whether at its own initiative or in response to a clarification requested by a prospective Bidder, modify the RFP Document by a corrigendum.

(c) The Corrigendum (if any) & clarifications to the queries from all bidders will be posted on the website [www.mcdharamshala.in] and emailed to all the prospective bidders.

(d) Any such corrigendum shall be deemed to be incorporated into this RFP. (e) In order to provide prospective Bidders reasonable time for taking the corrigendum into

account, Dharamshala Municipal Corporation, HP may, at its discretion, extend the last date for the receipt of Proposals.



5.4. Key Requirements of the Bid

5.4.1 Right to Terminate the Process

(a) Dharamshala Municipal Corporation, HP may terminate the RFP process at any time and without assigning any reason. Dharamshala Municipal Corporation, HP makes no commitments, express or implied, that this process will result in a business transaction with anyone.

(b) This RFP does not constitute an offer by Dharamshala Municipal Corporation, HP. The bidder’s participation in this process may result Dharamshala Municipal Corporation, selecting the bidder to engage towards execution of the contract.

5.4.2 RFP Document Fees

RFP document can be downloaded from the website [www.mcdharamshala.in]. The bidders are required to submit the document fee (non refundable) of Rs. 5000/‐ in shape of Bank Draft in favour of Commissioner, Municipal Corporation, Dharamshala and drawn on a nationalized bank/ scheduled Bank, Payable at Dharamshala along with the proposal. Proposals received without or with inadequate RFP document fees shall be rejected.

5.4.3 Earnest Money Deposit (EMD)

(a) Bidders shall submit, along with their Bids, EMD of Rs. 1,00,000/- (One Lakh) only, in the form of a Bank Draft OR Bank Guarantee issued by scheduled commercial bank in favour of Commissioner, Municipal Corporation and drawn on a nationalized bank/ scheduled Bank, Payable at Dharamshala and should be valid for 90 days from the due date of the RFP.

(b) EMD of all unsuccessful bidders would be refunded by Dharamshala Municipal Corporation, HP within 30 days of the bidder being notified as being unsuccessful. The EMD, for the amount mentioned above, of successful bidder would be returned upon submission of Performance Bank Guarantee.

(c) The EMD amount is interest free and will be refundable to the unsuccessful bidders without any accrued interest on it.

(d) The bid submitted without EMD, mentioned above, will be summarily rejected. (e) The EMD may be forfeited:

- If a bidder withdraws its bid during the period of bid validity. - In case of a successful bidder fails to sign the contract in accordance with this RFP.

5.4.4 Submission of Proposals

(a) The bidders should submit their responses as per the format given in this RFP in the following manner - Response to Pre-Qualification Criterion : (1 Original + 1 Copies + 1 non editable

CD) in first envelope - Technical Proposal - (1 Original + 1 Copies + 1 non editable CD) in second envelope - Commercial Proposal – Only uploaded online

(b) The response to Pre-Qualification criterion and Technical Proposal should be covered in separate sealed envelopes super-scribing "Pre-Qualification Proposal" and" Technical Proposal" .Each copy of each bid should also be marked as "Original" OR "Copy" as the case may be.

(c) Please note that prices should not be indicated in the Pre-Qualification Proposal or Technical Proposal but should only be uploaded online.

(d) These two envelopes containing copies of Pre-qualification Proposal and Technical Proposal should be put in another single sealed envelope clearly marked "Response to



RFP<RFP Reference Number > and the wordings "DO NOT OPEN BEFORE <Date and Time>"

(e) The outer envelope thus prepared should also indicate clearly the name, address, telephone number, email ID and fax number of the bidder to enable the Bid to be returned unopened in case it is declared "Late".

(f) All the pages of the proposal must be sequentially numbered and must contain the list of contents with page numbers. Any deficiency in the documentation may result in the rejection of the Bid.

(g) The original proposal/bid shall be prepared in indelible ink. It shall contain no interlineations or overwriting, except as necessary to correct errors made by the bidder itself. Any such corrections must be initialed by the person (or persons) who sign(s) the proposals.

(h) All pages of the bid including the duplicate copies, shall be initialed and stamped by the person or persons who sign the bid.

(i) In case of any discrepancy observed by Dharamshala Municipal Corporation, HP in the contents of the submitted/uploaded bid documents with respective copies, the information furnished on uploaded bid document will prevail over others.

(j) Bidder must ensure that the information furnished by him in respective CDs is identical to that submitted by him in the uploaded bid document. In case of any discrepancy observed by Dharamshala Municipal Corporation, HP in the contents of the CDs and original paper bid documents, the information furnished by uploaded bid document will prevail over the soft copy.

5.4.5 Authentication of Bids

A proposal should be accompanied by a power-of-attorney in the name of the signatory of the proposal.

5.5. Preparation and Submission of Proposal

5.5.1 Proposal Preparation Costs

A bidder can submit one proposal at a time. Bidder submitting more than one proposal shall be rejected. The bidder shall be responsible for all costs incurred in connection with participation in the RFP process, including, but not limited to, costs incurred in conduct of informative and other diligence activities, participation in meetings/ discussions/ presentations, preparation of proposal, in providing any additional information required by Dharamshala Municipal Corporation, HP to facilitate the evaluation process, and in negotiating a definitive contract or all such activities related to the bid process.

Dharamshala Municipal Corporation, HP will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the bidding process.

5.5.2 Language

The proposal should be filled by the bidder in English language only. If any supporting documents submitted are in any language other than English, translation of the same in English language is to be duly attested by the Bidders. For purposes of interpretation of the Proposal, the English translation shall govern.



5.5.4 Late Bids

(a) Bids received after the due date and the specified time (including the extended period if any) for any reason whatsoever, shall not be entertained and shall be returned unopened.

(b) The bids submitted by telex/telegram/fax/e-mail etc. shall not be considered. No correspondence will be entertained on this matter.

(c) Dharamshala Municipal Corporation, HP shall not be responsible for any postal delay or non-receipt/ non-delivery of the documents. No further correspondence on the subject will be entertained.

(d) Dharamshala Municipal Corporation, HP reserves the right to modify and amend any of the above-stipulated condition/criterion depending upon project priorities vis-à-vis urgent commitments.

5.6. Deviations

The bidder has to provide compliance/ deviation statement to the contents of the RFP document. Compliance/ Deviation statement submitted by the Bidders shall be compared against the Product Catalogues and authenticated circulars regarding latest changes in the specifications/ solutions. It will thus be ascertained whether the product/ solution offered by the Bidder matches with the minimum requirement as given in the Technical Specifications in this Tender Document. The Financial Bids of only those eligible bidders will be opened who also fulfil minimum technical requirements mentioned in this document. However, the Proposal Evaluation Committee reserves the right of giving minor relaxation, if a particular Bidder is not able to exactly match the specifications/ solution given in the Tender Document, provided that such a minor deficiency does not substantially reduce the performance level and is suitably compensated by some extra feature in the product/ solution. Therefore, all Bidders must indicate in the Deviation, if any, extra features offered by them. Similarly, the Proposal Evaluation Committee can give any other such minor relaxation, which does not change substance of the bid or does not prejudice the bid process from the point of view of equity and fair play. The decision of the Proposal Evaluation Committee about giving minor relaxation shall be final and shall not be called upon question under any circumstances.

Format to clearly define, demarcate and declare deviations-

Deviation Material Non-Material

Impacted Deliverable(s)

Impacted Timeline (s)

Financial Impact

<Deviation description>

<Yes/ No>

<Yes/ No> < Name(s) of Deliverables to get affected by the Deviation>

<Effect on Timelines due to the Deviation>

<Value>

5.7. Evaluation Process

(a) Dharamshala Municipal Corporation, HP will constitute a Proposal Evaluation Committee to evaluate the responses of the bidders

(b) The Proposal Evaluation Committee constituted by the Dharamshala Municipal Corporation, HP shall evaluate the responses to the RFP and all supporting documents / documentary evidence. Inability to submit requisite supporting documents / documentary evidence, may lead to rejection.



(c) The decision of the Proposal Evaluation Committee in the evaluation of responses to the RFP shall be final. No correspondence will be entertained outside the process of negotiation/ discussion with the Committee.

(d) The Proposal Evaluation Committee may ask for meetings with the Bidders to seek clarifications on their proposals

(e) The Proposal Evaluation Committee reserves the right to reject any or all proposals on the basis of any deviations.

(f) Each of the responses shall be evaluated as per the criterions and requirements specified in this RFP.

5.7.1 Tender Opening

The Proposals submitted up to 29-09-2016, at 03:00 PM will be opened at 03:30 PM on 29-09-2016 by<Nodal officer > or any other officer authorized by Dharamshala Municipal Corporation, HP, in the presence of such of those Bidders or their representatives who may be present at the time of opening.

The representatives of the bidders should be advised to carry the identity card or a letter of authority from the tendering firms to identify their bonafides for attending the opening of the proposal.

5.7.2 Validity

The offer submitted by the bidders should be valid for minimum period of 90 days from the date of submission of Tender.

5.7.3 Tender Evaluation

(a) Initial Bid scrutiny will be held and incomplete details as given below will be treated as non-responsive, if Proposals : - Are not submitted in as specified in the RFP document - Received without the Letter of Authorization (Power of Attorney) - Are found with suppression of details - Within complete information, subjective, conditional offers and partial offers

submitted - Submitted without the documents requested in the checklist - Have non-compliance of any of the clauses stipulated in the RFP - With lesser validity period

(b) All responsive Bids will be considered for further processing as below.

Dharamshala Municipal Corporation, HP will prepare a list of responsive bidders, who comply with all the Terms and Conditions of the Tender. All eligible bids will be considered for further evaluation by a Committee according to the Evaluation process define in this RFP document. The decision of the Committee will be final in this regard.

5.8. Site Visit (s)

The bidder may wish to visit and examine the site (s) of the project and obtain for itself, at its own responsibility and risk, all information that may be necessary for preparing the bid and entering into the contract. The cost of visiting the site (s) shall be borne by the bidder.

No site visit (s) shall be scheduled after the prescribed date for submission of bids.



6. Bid Evaluation Procedure

Bid evaluation will consists of three steps i.e. (a) Pre-Qualification (b) Technical Scoring (c) Financial Evaluation. The details are given below under each step. Prior to the detailed evaluation, the Dharamshala Municipal Corporation, HP will determine the substantial responsiveness of each proposal. A substantially responsive bid is one, which conforms to all the terms and conditions of the bidding documents without material deviations. Dharamshala Municipal Corporation, HP will not allow any corrections or re-submissions in case of nonconformities.

6.1. Pre-Qualification Criteria

The RFP is open to eligible bidders only as per the pre-qualification criteria & assessment of the eligibility will be done to determine whether the proposal submitted conforms to all mandatory criteria specified to merit further evaluation as stated below.

(a) Non-refundable Tender Paper cost of Rs. 5000/-, in shape of Bank Draft from any scheduled bank drawn in favor of Dharamshala Municipal Corporation, HP.

(b) Interest free Earnest Money Deposit (EMD) of Rs. 1 lakhs in shape of Bank Demand Draft / Bank Guarantee from any scheduled bank drawn in favour of Dharamshala Municipal Corporation, HP. The EMD of successful bidder is liable to be forfeited if the bidder revokes any terms of the tender within the validity period. EMDs given by unsuccessful bidders will be refunded after placing of work order to the successful bidder.

Sl# Prequalification Criteria Documents Required

1 The bidder must be a company registered in India under the Companies Act, 1956

Registered with the Service Tax Authorities

Should have been operating for the last

three years

Certificates of incorporation Registration Certificates

2 The bidder should have an average annual financial turnover of INR 10 Crore from IT services similar to those as defined in the scope of work mentioned in the tender document in at least three of the last four Financial Years (i.e. 2015-16, 2014-15, 2013-14 and 2012- 13)

Extracts from the audited Balance sheet and Profit & Loss; OR

Certificate from the statutory auditor

3 The bidder should have positive Net Worth in each of the last three Financial Years (2016, 2015 & 2014)

Certificate from the statutory auditor

4 The bidder must have a valid CMMI certification as on the date of submission of bid.

Copy of valid certificates

5 Bidder should have experience of implementing at least 1 eGovernance project covering citizen centric services

Work order + completion certificate



** Only those projects through which a citizen can apply for government services online and the services follows a workflow process and the service is delivered to the citizen would be treated as citizen centric project.

6 Bidder should have minimum 100 full time employees working on Software Development & IT services

Self-Attested Certificate(signed by Company Secretary/ HR Department) to ensure rolls of the company

7 The Bidder shall not be under a declaration of ineligibility for corrupt or fraudulent practices or blacklisted with any of the Government agencies.

Self-Attested Declaration on company letter head(signed by Authorized Signatory)

6.2. Technical Evaluation

Bidders who meet the pre-qualification criteria would be considered as qualified to move to the next stage of Technical and Financial evaluations. The technical competency of the bidders would be evaluated as per the following criteria.

Sl Technical Evaluation Criteria Max Score

Break up Compliance Document

1. The bidder should have an average annual financial turnover of INR 10 Crore from IT services similar to those as defined in the scope of work mentioned in the tender document in at least three of the last four Financial Years (i.e. 2015-16, 2014-15, 2013-14 and 2012- 13)

6 10 Crore = 4 marks

> 10 Cr & <=15 Cr :

5 marks

>15 Cr: 6 Marks

Extracts from

the audited

Balance

sheet and

Profit & Loss;

OR

Certificate

from the

statutory

auditor

2. The bidder must have a valid

CMMI certification as on the date

of submission of bid

5 CMMi Level 3: 3

marks)

CMMi Level 4: 4

marks

CMMi Level 5: 5

marks

Copy of valid

certificates

3. The bidder should have been

involved in at least one e-

Governance project valued at

minimum Rs. 1 Crores in the last

5 years as on 31/03/2016

16

1 project: 10 marks

2 projects: 12 marks



Work order +

completion

certificate



4. Bidder should have experience of implementing project providing online services

** Only those projects through which a citizen can apply for services online and the services follows a workflow process and the service is delivered to the citizen would be treated as citizen centric project.

16 1 project: 10 marks




Work order +

completion/on

going

certificate

5. The Bidder should have prior experience of implementing projects in Government. Each project should have minimum value of Rs. 10 Lakh.

15 1 project: 9 marks



Work order +

completion/on

going

certificate

6. Bidder should have experience of providing helpdesk services during implementation of project for any of the Government.

12

Each project

experience would

carry 4 marks

Self-Attested

Certificate(sig

ned by

Company

Secretary/

HR

Department)

to ensure

rolls of the

company

7. Technical Presentation

(i)Work Plan Approach & Methodology (ii)Domain Knowledge (iii)Understanding of software solution’s features in greater detail

(iv) Dedicated team deployed for this project prior to Go-Live:

Number of technical resources stationed in the office of Municipal Corporation Dharamshala and

Number of technical resources working offiline.

30



6.3. Financial Bid Evaluation

1. The Financial Bids of the technically qualified bidders will be opened on the prescribed date in the presence of bidder representatives.

2. The financial bid will be evaluated following the Quality Cost Based Selection (QCBS) method. Calculation method is given below under combined evaluation of technical & financial bid.

3. Only fixed price financial bids indicating total price for all the deliverables and services specified in this bid document will be considered.

4. The bid price will include all taxes and levies and shall be in Indian Rupees. Type & rate of taxes shall be mentioned separately.

5. Errors & Rectification: Arithmetical errors will be rectified on the following basis: “If there is a discrepancy between the unit price and the total price that is obtained by multiplying the unit price and quantity, the unit price shall prevail and the total price shall be corrected. If there is a discrepancy between words and figures, the amount in words will prevail”.

6. Any conditional financial bid would be summarily rejected.

6.4. Combined Evaluation of Technical & Financial Bids

(a) The technical and financial scores secured by each bidder will be added using weightage of 70% and 30% respectively to compute a composite bid score using the following formula.

Formula for Final Bid Evaluation is Fb= 0.7 (TM) + 0.3 (FS)

FS= (Fmin/ Fb)*100

Where

Fb is total marks of the bidder in consideration

TM is Technical Marks of the bidder in consideration

FS is Normalized financial score of the bidder in consideration

Fb is Evaluated Cost of bidder under consideration

Fmin is Minimum evaluated cost of any bidder

(b) The bidder securing the highest Composite Bid Score will be adjudicated as the Best Value Bidder for award of the Project.

(c) In the event the bid composite bid scores are “tied‟, the bidder securing the highest technical score will be adjudicated as the Best Value Bidder for award of the Project.

7. Scope of e- Nagarpalika

The broad scope of work for the selected bidder during the period of contract/ engagement would include:

Development, Testing and Deployment of Software Solution (Web Application accessible through both Intranet & Internet)

Training on application software and Handholding Support Manpower Deployment (helpdesk) for efficient support to citizen and ULB

Officers Operation & Maintenance Support



The web application will be used in Dharamshala Municipal Corporation in Himachal Pradesh and provide access of several services to all the citizens of Dharamshala Municipal Corporation.

List of Services

As per the Himachal Pradesh public service guarantee act, following list of services needs to reach all the citizen of Himachal Pradesh. And all the application pretending to the following services needs to approved within stipulated time line.

Sl No. Name of service

List of document required Person who can request

1 Registration of Birth & issuance of Certificate

Apply online for Registration of Birth & issuance of certificate

Report of Medical officer If birth takes place in Health Institute

in case birth takes place at home, Birth proforma duly signed by the

family doctor/ nurse/ trained midwife/ Ward Councilor

Parents of any other family member

2 Registration of Death & issuance of Certificate

Apply online for Registration of Death & issuance of certificate

Report of Medical Officer If death takes place in Health

Institute. In case death takes place at home

report signed by the family doctor/Ward Council.


3 Registration of Marriage & issuance of Certificate

Apply online for Registration of Marriage & issuance of certificate

Detail of persons getting married


4 Copy of Birth death & Marriage Certificate

Name, date of Birth/Death/Marriage/ and other relevant details

Any person of family

5 Water supply/ Sewerage connection

Apply online for Water supply/ Sewerage connection

Completion/sanction letter, Tax Clearance, Ownership/ site plan and NOC of owner in case of tenants Tech. report of JE/AE/ME.

Owner or tenant

6. Garbage Collection

Geo tagging of Garbage bins Route mapping of vehicles to collect

garbage Scheduling of manpower for garbage

collection GPS coordinates of each garbage bin

and uploading of garbage bins during collection

DMC

7. Property Tax Online application for submitting property tax details

Online generation of tax as well as collection

Owner or tenant and DMC

8. Asset Management

Management of Assets created and maintained by Dharamshala M. Corp.

DMC and users



Sl No. Name of service

List of document required Person who can request

Store management Asset details, operation and

maintenance of the same Online facility for Auction/ Lease out of

Dharamshala M. Corp. assets Receipt of dues from the users of assets

9. HR Management and Accounting

HR Management of Dharamshala M. Corp.

Double Entry system of Dharamshala M. Corp.

DMC and citizens

10. Grievance Redressal

Online Facility to citizens for Grievance Redressal pertaining to Dharamshala M. Corp.

DMC and citizens

11. Mobile App Mobile Applications of all the online citizen centric services

Citizens

12 12.a Fresh

planning permission

Apply online for fresh planning permission & issuance of permission

As prescribed in the Form

Owner of the property

12.b Revised-cum- Completion plan

Apply online for revised-cum-completion plan & issuance of approval



12.c Completion plan (after completion- in of building in all respect

Apply online for completion plan & issuance of approval



12.d Reconstruction on old line

Apply online for reconstruction & issuance of approval



12.e Change of building use

Apply online for change of building use & issuance of approval



13 Issuance of BPL certificate

Apply online for issuance of BPL certificate

Copy of BPL card/ Affidavit, if required List of family member with of name Photograph of head of the family.

Any person

14 NOC for Electricity

Apply online for NOC for Electricity & issuance of approval

Reference of sanction

Any person

15 NOC for CANOPY

Apply online for NOC for Canopy & issuance of approval

Reference of sanction

Any person



8. Functional Requirements

The e - Public Services System web application will have the following list of modules which enable the Dharamshala Municipal Corporation, HP.to enhance the process of providing the above listed services to all the citizen of DMC.

The Application should be integrated with the SMS gateway. This service enables to notify the entire user on the application status. The web Application should also integrate with mail server, Payment Gate way, Digital Signature, SSL, Aadhaar, Rapid Assessment System, Digital Locker, eSign of GoI etc.

Rapid Assessment System

Digital Locker



8.2. Workflow management System

Workflow Management System (WMS) is a piece of software that provides a framework to setup, execute, and monitor scientific workflows. This module will be integrated to all the modules.

The following feature should be available under the workflow management module.

Workflow management System

SL No.

Sub-Module Name Detailed Functionality Description

WM1 User Creation System should have provision to define different user group for the organization

WM2 System should allow to create users in the system. WM3 System should allow to tag the user groups to

different user. WM4 System should allow to edit or update the user and

user group information as per the requirement WM5 Assign Menu/ Link /

Action Privilege System should have option to give menu/ link access to all the users.

WM6 System should have provision to provide action privilege to user like.

1. View 2. Edit 3. Revoke 4. Submit



Workflow management System

SL No.


5. Approve 6. Amend 7. Reject

WM7 Approval Process Configuration

System should allow the user to define the Application process flow/ approval process flow as per the business requirement.

WM8 System should have provision to define multilevel approval process based on the business requirement.

WM9 System should have provision to set time line for approval authority for individual level.

WM10 System should have provision to auto approve application, if no action has taken as per the time limit definition.

WM11 System should have provision to define penalty for approval process. If the system will do auto approval, as no action taken as per the time line. Then system should create a salary deduction entry in HRMS for the approval authority.

WM12 System should have provision to define the approval process with the following combination.

1. Service Request type 2. Approval User/User Group 3. Time Limit 4. Penalty amount

8.3. Public Service Enrolment System

The e- Nagerpalika application will allow the user to enrol different kind of services in the system. The service enrolment system should have the following list of feature.

Public Service Enrolment System

SL No.


PSE1

Service Enrolment System should allow the user to create service type in the e - Public Services System web application.

PSE2 System should allow the user to define all the form and document required for the service.

PSE3 System should allow the user to define the various type of application request for the service.

PSE4 System should allow to define the applicant criteria for each application

8.4. Citizen Registration system

This module will help the citizen to register him / her in the e - Public Services System web portal.



The following feature should be available under the Citizen Registration system.

Citizen Registration System

SL No. Sub-Module Name

Detailed Functionality Description

CRS1 Registration Submission

System should allow the citizen to register him /her in the e-Public Services system application.

CRS2

System should ask for the mobile number, email id as mandatory.

CRS3 System should ask the aadhar number, pan number or voter Id number as the identity prove of the citizen

CRS4 System should ask to upload any of the supportive identity prove in the e-Public Services system application.

CRS5 System should allow to submit the registration request

CRS6 System should send a OTP after click on the submit button to verify the mobile no.

CRS7 System should allow the user to enter the OTP and complete the registration process

CRS8 Log In User ID / Password

System should send the user id and password to the registered e-mail address

CRS9 System should mandate the user to change the password during the 1st log in of the application.

CRS10 System should allow the user to change the password.

CRS11 System should allow the user to retrieve new password by using the forgot password link

CRS12 System should allow the user to log in by using the registered mobile number/ registered e-mail id / user Id.

CRS13 Profile Update System should allow the user to update the profile information for the selected fields.

CRS14 During the profile update, System should send the OTP to authenticate the user.

8.5. Service Application Request System

After the successful login to the e - Public Services system, Citizens can apply service request to the ULB on line. If the application is having any application fee, system will allow the user to pay the application fee online by using online payment gateway.

The service application system should have the following feature:-

Service Application Request System

SL No.

Sub-Module Name


SAS1 Application Request

System should allow the user to put service application.

SAS2 Once click on the service application menu, System will default few field based on the log in credentials.

SAS3 The system should allow user to select the service application name from the drop down.

SAS4 After Selection of the application type system should ask the mandatory document to upload in the



Service Application Request System

SL No.

Sub-Module Name


system. SAS5 System should allow citizen to provide remark on the

application. SAS6 System should allow the citizen to pay the

application fee online by using the following option. 1. NEFT 2. Pay through Credit card 3. Pay through Debit Card

SAS7 Notification Once the user will submit the application, The user will receive a unique application request no. for future reference.

SAS8 System will send notification via SMS and e-mail to the registered e-mail ID and mobile number.

SAS9 System will send notification to the approval user once the application is submitted.

SAS10 Application Approval Process

Once the Application is submitted by the applicant, The application will reach to the 1st level authority as defined by the work flow management system.

SAS11 In the work flow management system, For every approval level, Time line and penalty amount will be fixed.

SAS12 If the approver will not take any action as per the time line fixed in the workflow management system ,The application will be auto approved and submit to the next level approver and the penalty amount will be charged to against the approver. The penalty amount will be deducted from the salary of the approver

SAS13 System should maintain flag to identify auto approve applications

SAS14 Application Status System should allow the user to query for the application status online.

SAS15 Any changes in the status of the application, system will send notification to all the stake holder.

SAS16 Digital Signature & Certificate Issue

Once the application is approved from all the level, then system will allow the final approver to digitally sign the certificate.

SAS17 The final approver or the issuance authority can issue the certificate to the citizen online. And a mail will be fired to the citizen to his registered e-mail id along with the issued certificate.

SAS18 Once the certificate is issued by the ULB officer, Citizen will get a SMS notification and download the certificate from the citizen login or from the registered e-mail ID.

8.6. Document management system

The e-Public Services system should have the following list of feature as part of document management system.



Document Management System – DMS

SL No.


DMS 01

Despatch Management system

System should generate the unique despatch number from the application.

DMS 02

System should allow to attach recipient details against the despatch number

DMS 03

System should able to attach the digitally signed letter and share with the recipient.

DMS 04

Letter Management System

System should allow to define the attribute of the letter

DMS 05

System should automatically generate the unique letter no

DMS 06

System should allow to update the Recipient / Sender details in the system

DMS 07

System should allow to upload the soft copy of the letter in the system

DMS 08

System should allow users to mark-up/ Mark down the letter based on the requirement.

DMS 09

System should allow the user to give remark/ Response against the letter.

DMS 10

File Management System

System should allow to create new file

DMS 11

System should allow to attach the letters in the file

DMS 12

System should allow the user to mark up or mark down the file as per the business requirement

DMS 13

System should allow to the user to take action based on the predefine privilege assigned.

DMS 14

Document Management System

System should allow the user to set privilege for document management

DMS 15

System should allow the user to create document and send for approval

DMS 16

System should allow approving authority to edit the document.

DMS 17

System should able to keep versioning of the entire document along with the remark provided by the user in each level.

DMS 18

System should allow the user to add key word for the document which will help the search engine during the retrieval of the document.

DMS 19

System should do auto indexing of the document.

DMS 20

System should show the latest version of the document, But user also can refer to the previous version as well.

DMS 21

Reports System should allow to view the consolidated remarks as note sheet for letter/ file

DMS 22

System should provide few dash board to show case the status of individual file

DMS 23

System should allow the user to search the letter / file with the attributes attached during the creation or updating process



8.7. Integrated Grievance Redressal System

The e- e-Public Services system Web application should have the following feature part of the Integrated Grievance Redressal system.

Integrated Grievance Redressal System.

SL No.


IGRS-01

Token Generation System should generated a unique token number for every complaint

IGRS-02

Escalation:

System should escalate a complaint to relevant authority if not solved within specified time. However, complainant can escalate if no action has been taken by authorities.

IGRS-03

Guest login: It should allow citizens to register a complaint without registering themselves as a user. One-time mobile number authentication should be done to verify such user. E-mail not be a mandatory criterion as many consumers might not have it

IGRS-04

User interface & dashboard

Access to grievance registration form in homepage

Easy way to locate exact point of trouble in a map

View & update complaint status List of all complaints by that user Escalation of complaints and information on

rules of escalation IGRS-05

Resolution Workflow

Various complaint status: REGISTERED, FORWARD, NON RESOLVABLE, ESCALATED, RESOLVED

A complaint will be registered after verification of user and a token will be issued only after registration

Assigning complaint as NON RESOLVABLE should require a reason to be stated by the authority

IGRS-06

Auto escalation In case a REGISTERED complaint is sitting idle for more than a specified time period. An escalation hierarchy should be defined and all parameters should be user defined

IGRS-07

Search Authorities should be able to search all the complaints using the following parameters: complaint status, token ID, area or locality, complaint type, date & time, action taken etc

IGRS-08

Configuration Management

The system should allow configuring various parameters such as setting escalation days, defining complaint types and levels, closure rules, customizing report according to the responsibility of authority

IGRS-09

Report generation Customized reports should be automatically sent to relevant authority periodically The system should generate the following reports: - a. Classification of complaints as per sub-section b. Classification of complaints as per the complaint

status



Integrated Grievance Redressal System.

SL No.


c. Classification of complaints as per the service and functional area

d. Complaint Details e. Average Resolving Rate f. Analysis of complaints, which get Auto Escalated g. Generate ad-hoc query / reports based on the

user defined parameters h. All reports should generate in html, excel and

“.pdf” formats i. Reports should also be available in graphical

format j. Trend analysis and other MIS etc. are also

necessary, and will include action user wise analysis

8.8. Integration Point

The e-Public Services system web application should be integrated with the following gateway.

SMS Gateway:- e - Public Services System application should be integrated to the SMS gateway. All the notification should be shard to all the stake holder of the web application as per the requirement.

Online Payment Gateway: - e - Public Services System web application will be integrated to online payment gateway. No cash transaction will be entertained by DMC officials after the live of the project

Digital Signature:- The e-Public Services system web application should be integrated with the digital signature gateway. All the documents issued from the e - Public Services System web application should be digitally signed from the issuance authority.

Mail Server integration: - The e-Public Services system web application should be integrated with the mail server. This will help to send notification to all the stake holder with supportive document attached for selected applications.

Rapid Assessment System: - RAS is a continuous feedback system developed by DeitY, Government of India for e-services delivered through Digital India platform. This system would enable citizens to provide his/her feedback regarding the quality of government services he/she avails. Hence in turn it provides citizens an opportunity to improve the government through providing feedbacks. The proposed system will have multiple automatic feedback receiving channels and will be backed by analytics applications for generation of reports. All reports will be periodically shared with integrated departments for continuous system improvement and better governance. RAS functionality to be provided in the eNagarpalika solution

Digital Locker: - DigiLocker is a key initiative under Digital India, aimed at transforming India into a digitally empowered society and knowledge economy. It provides citizens a shareable private space on a public cloud and making all documents / certificates available on this cloud. Digital Locker to be integrated with the eNagarpalika solution

eSign is an online electronic signature service in India to facilitate an Aadhaar holder to digitally sign a document. The signature service is facilitated by authenticating the



Aadhar holder via the Aadhar-based e-KYC (electronic Know Your Customer) service. eSign to be integrated with the eNagarpalika solution

Aadhaar: - Aadhaar is a 12 digit individual identification number issued by the Unique Identification Authority of India on behalf of the Government of India. This number will serve as a proof of identity and address, anywhere in India.Aadhaar to be integrated with the eNagarpalika solution

SSL (Secure Sockets Layer) is the standard security technology for establishing an encrypted link between a web server and a browser. This link ensures that all data passed between the web server and browsers remain private and integral. SSL to be integrated with the eNagarpalika solution

8.9. Security audit

The Security Audit of the e-Public Services system application should be done by the bidder within 2 month of the project go-live. The cost of security audit will be borne by the Implementation Agency

8.10. Training

Training of staff is essential for ensuring that the software developed is actually put to use. The selected bidder need to ensure proper hands-on training is imparted to the designated end-users of DMC officials of Himachal Pradesh, so as to make them well conversant with the functionalities, features and processes built in the Software.

The following Points to be consider for training and handholding of the application:-

Training shall be conducted at Dharamshala Municipal Corporation, HP. and may

have multiple sessions as per the need and requirement of the project/ application. Hence, SI shall conduct Training Needs Analysis in the SRS of all the concerned staff and drawing up a systematic training plan. The training duration should be sufficiently long for effecting meaningful assimilation of training content by an average user. There should be sufficient number of trainers in every training session for conducting the training program.

The requisite training infrastructure training space, computers, projector with screen, and connectivity shall be provided by Dharamshala Municipal Corporation, The SI shall provide role base training material to each user and the language of training material shall be in English.

The SI shall ensure that all the master training documentation (PowerPoint presentation, User Manual) in Hardcopy and Softcopy is handed over to Dharamshala Municipal Corporation, HP .During the maintenance phase of the application, DMC officials may request for training programs. The SI needs to provide training against such kind request,

Indicative Training needs identified for Dharamshala Municipal Corporation, HP .before Go-live of phase are as follows:

Sl # Training Description No of

Officials to be trained

Batch Size

Estimated No. of Training Session per batch including hands-on-training

1 Basic computer skills 10 10 2 2 Training on Relevant/

All Application Modules 10 10 2

One Training sessions shall be of 5 hour each. Payment for training shall be paid on actual basis.



8.11. Maintenance & support

As part of its scope of work the Selected Bidder needs to provide 2 years of Post implementation Operational & Maintenance Support. Under O & M, the Selected Bidder will perform the following tasks.

a) Perform system administration tasks such as managing the user access, creating and managing users, taking backups etc.

b) Performance tuning of the system to ensure adherence to SLAs and performance requirements as indicated in the RFP.

c) Selected Bidder shall maintain data regarding entitlement for software upgrades, enhancements, refreshes, replacements and maintenance.

d) Selected Bidder should carry out any requisite adjustments / changes in the configuration for implementing different versions of Application Software.

e) The Selected Bidder shall provide from time to time the Updates / Upgrades / New releases /New versions / Patches / Bug fixes of the software, operating systems, etc. as required. The Selected Bidder should provide free Updates / Upgrades / New releases / New versions / Patches / Bug fixes of the software.

The Selected Bidder shall provide software license management and control. Selected Bidder shall maintain data regarding entitlement for software upgrades, enhancements, refreshes, replacements, and maintenance

8.12. Helpdesk

The selected Bidder as part of providing support for user at DMC, Dharamshala, will setup helpdesk as part of the Project.

Selected bidder shall depute minimum one Helpdesk Executive to provide support to post Go-Live for the following list of activities.

a) Provide Help Desk services to track and route requests for service and to assist department users in answering questions and resolving problems related to the IT Infrastructure.

b) Become the central collection point for contact and control of the problem, change, and service management processes (This includes both incident management and service request management).

c) Shall provide a first level of support for application and technical support. d) Providing assistance to end users for efficient use of the new system e) Proactively report operational issues and ensure timely redressal of the same. f) Understand enhance requirement from the end user & communicate to central team g) Ensure all statutory reports are shared properly h) Will use the module (to be developed as per the functionality defined in the FRS)

Minimum Qualification & Experience: Must be a Graduate having minimum 2 years of relevant experience. He/She should have excellent communication skills (English, Hindi)

8.13. Non-functional requirement

For all the other non-core services the link should be provided through the e-Public Services system portal once back end computerization is over in their respective departments.

The system should be designed in such a way that any relevant functionality can be accommodated easily as and when required



8.14. Project Time Line

The SI for implementation of the entire project would be governed by the following schedule.

Sl # Milestone Timeline

1 Team Mobilization, Signing of Contract T0 +1 Week=T1

2 SRS Preparation and Sign off T1+2 Months

3 User Acceptance of Application Software T1+6 Months

4 Stakeholder Training & Change Management T1+7 Months

5 Application Software Security Audit T1+8 Months

6 Go-Live Phase-1 T1+9 Months=T2

7 Operation & Maintenance Support T2+24 Months

9. General Terms & Conditions

9.2. Appointment of System Integrator

9.1.1 Award Criteria

Dharamshala Municipal Corporation, HP will award the contract to the successful bidder whose proposal has been determined to be substantially responsive and has been determined as the most responsive bids as per the process of evaluation.

9.1.2 Right to Accept Any Proposal and To Reject Any or All Proposal(s)

Dharamshala Municipal Corporation, HP reserves the right to accept or reject any proposal, and to annul the tendering process / public procurement process and reject all proposals at any time prior to award of contract, without thereby incurring any liability to the affected bidder or bidders or any obligation to inform the affected bidder or bidders of the grounds for Dharamshala Municipal Corporation, HP action.

9.1.3 Notification of Award

Prior to the expiration of the validity period, Dharamshala Municipal Corporation, HP will notify the successful bidder in writing or by fax or email, that its proposal has been accepted. In case the tendering process / public procurement process has not been completed within the stipulated period, Dharamshala Municipal Corporation, HP may like to request the bidders to extend the validity period of the bid.

The notification of award will constitute the formation of the contract. Upon the successful bidder’s furnishing of Performance Bank Guarantee, Dharamshala Municipal Corporation, HP will notify each unsuccessful bidder and return their EMD.

9.1.4 Contract Finalization and Award

The Dharamshala Municipal Corporation, HP shall reserve the right to negotiate with the bidder(s) whose proposal has been ranked best value bid on the basis of Technical and Commercial Evaluation to the proposed Project. On this basis the draft contract agreement would be finalized for award & signing.



9.3. Performance Guarantee

The Dharamshala Municipal Corporation, HP will require the selected bidder to provide a Performance Bank Guarantee (PBG), within 15 days from the notification of award, for a value equivalent to 8% of the total cost of contract amount. The Performance Guarantee shall be kept valid till completion of the project and warranty period. The Performance Guarantee shall contain a claim period of three months from the last date of validity. The selected bidder shall be responsible for extending the validity date and claim period of the Performance Guarantee as and when it is due on account of non-completion of the project and Warranty period. In case the selected bidder fails to submit performance guarantee within the time stipulated, the Dharamshala Municipal Corporation, HP at its discretion may cancel the order placed on the selected bidder without giving any notice. Dharamshala Municipal Corporation, HP shall invoke the performance guarantee in case the selected Vendor fails to discharge their contractual obligations during the period or Dharamshala Municipal Corporation, HP incurs any loss due to Vendor’s negligence in carrying out the project implementation as per the agreed terms & conditions.

9.4. Signing of Contract

After the Dharamshala Municipal Corporation, HP notifies the successful bidder that its proposal has been accepted, Dharamshala Municipal Corporation, HP shall enter into a contract, incorporating all clauses, pre-bid clarifications and the proposal of the bidder between Dharamshala Municipal Corporation, HP and the successful bidder.

9.5. Failure to Agree with the Terms & Conditions of the RFP

Failure of the successful bidder to agree with the Draft Legal Agreement and Terms & Conditions of the RFP shall constitute sufficient grounds for the annulment of the award, in which event Dharamshala Municipal Corporation, HP may award the contract to the next best value bidder or call for new proposals from the interested bidders. In such a case, the Dharamshala Municipal Corporation, HP shall invoke the PBG of the most responsive bidder.

9.6. Service Level Agreement

9.5.1 Compensation for Termination of Contract

If the bidder fails to carry out the award / work order in terms of this document within the stipulated period or any extension thereof, as may be allowed by Dharamshala Municipal Corporation, HP, without any valid reasons acceptable to Dharamshala Municipal Corporation, HP may terminate the contract after giving one month notice, and the decision of Dharamshala Municipal Corporation, HP on the matter shall be final and binding on the bidder. Upon termination of the contract, Dharamshala Municipal Corporation, HP shall be at liberty to get the work done at the risk and expense of the bidder through any other agency, and to recover from the bidder compensation or damages.

9.5.2 Liquidated Damages

In the event of delay in execution of work, specified in this Contract / furnishing of deliverables, the bidder shall be liable to a penalty@1%of the value of work order in respective phases, for every month of delay up to a maximum of10%,after which



Dharamshala Municipal Corporation, HP shall be at liberty to cancel the award. For the purpose of this clause, part of a month shall be considered to be a full month.

9.7. Resource Personnel

The bidders have to furnish resumes of all the resource personnel to be engaged. The bidder must demonstrate the availability and degree of commitment of personnel with technical expertise. Resumes should include education, experience, skills, background, accomplishments, and other pertinent information.

9.8. Deliverables

- Detailed Project Plan along with periodical Project Status Reports - The detailed System Requirement Specification (SRS) including the process

definitions, codification schemes and e-Forms. - Source and Executable code of Application Software including any third party base

software licenses (if any). - Technical Documentation and User Manuals - Procedure Manuals related to installation, operation, administration (including

backup and restoration) and such other details.

9.9. Payment Schedule

Payment will be made as per following table after receiving the tax invoice bill from the vendor. Invoice shall be in Indian Rupees only & must be inclusive of taxes and duties.

9.10. Change Management Process

(i) Change requests in respect of the Project Implementation, the operation, the SLA or Scope of work and Functional Requirement specifications will emanate from the Parties’ respective Project Manager who will be responsible for obtaining approval for the change

Sl# Items Timeline

(a) After acceptance of System Requirement Study by Dharamshala Municipal Corporation, HP

15% of total project cost

(b) After User Acceptance Testing by Dharamshala Municipal Corporation, HP


(c) After submission of an application security audit certificate from CERT-IN empanelled vendor.


(d) Project Go-Live 20% of total project cost

(e) Annual Maintenance of Application Software & Portal

Quarterly of balance Payment after Go-Live



and who will act as its sponsor throughout the Change Control Process and will complete of the Change request

(ii). Nominated agencies, during the Project Implementation Phase and DMC or its nominated agencies during the Operations and Management Phase and while preparing the Change Request, shall consider the change in the context of the following parameter, namely whether the change is beyond the scope of Services including ancillary and concomitant services required and as detailed in the RFP and is suggested and applicable only after the testing, commissioning and certification of the Pilot Phase and the Project Implementation Phase as set out in this Agreement.

(iii) It is hereby also clarified here that any change of control suggested beyond 30 % of the value of this Project will be beyond the scope of the change control process and will be considered as the subject matter for a separate bid process and a separate contract. It is hereby clarified that the 30% of the value of the Project as stated in herein above is calculated on the basis of bid value submitted by Nominated agency and accepted by DMC or its nominated agencies or as decided and approved by ‘DMC’ or it Nominated Agencies. For arriving at the cost / rate for change up to 30% of the project value, the payment terms and relevant rates.

9.11. Service Levels & Penalties

System Integrator (SI) is expected to meet the service levels & time lines in the normal course of carrying out the activities out the activities as per the detailed Scope of Work. In case of unjustified delay on any or all such Service Levels, the Dharamshala Municipal Corporation, HP will reserve the rights to levy penalties on the System Integrator.

9.12. Fraud and Corrupt Practices

(a) The Bidders/Bidders and their respective officers, employees, agents and advisers shall observe the highest standard of ethics during the Selection Process. Notwithstanding anything to the contrary contained in this RFP, Dharamshala Municipal Corporation, HP shall reject a Proposal without being liable in any manner whatsoever to the Bidder, if it determines that the Bidder has, directly or indirectly or through an agent, engaged in corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice (collectively the “Prohibited Practices”) in the Selection Process. In such an event, the Dharamshala Municipal Corporation, HP shall, without prejudice to

Sl# Service / Deliverables Expected Service Level / Timeline

Penalty Level in case of Unjustified Delay

(a)

Software Development, Implementation, Training, Application Security Audit & Application Service Integration

As per the timeline mentioned in the RFP

- 0.2% penalty on every one week delay.

- Overall penalty shall not exceed 10% of total cost of the project component.

(b)

Handling the change request (within the scope of work) during Annual Maintenance & Operational Support period.

Within 7 working days from the date of request made by the user department

- 0.2% penalty on every one week delay.

- Overall penalty shall not exceed 10% of total AMC Cost



its any other rights or remedies, forfeit and appropriate the Bid Security or Performance Security, as the case may be, as mutually agreed genuine pre-estimated compensation and damages payable to the Authority for, inter alia, time, cost and effort of the Authority, in regard to the RFP, including consideration and evaluation of such Bidder s Proposal.

(b) Without prejudice to the rights of the Dharamshala Municipal Corporation, HP under Clause above and the rights and remedies which the Dharamshala Municipal Corporation, HP may have under the LOI or the Agreement, if an Bidder or Systems Implementation Agency, as the case may be, is found by the Authority to have directly or indirectly or through an agent, engaged or indulged in any corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice during the Selection Process, or after the issue of the LOI or the execution of the Agreement, such Bidder or Systems Implementation Agency shall not be eligible to participate in any tender or RFP issued by the Dharamshala Municipal Corporation, HP during a period of 2 (two) years from the date such Bidder or Systems Implementation Agency, as the case may be, is found by the Dharamshala Municipal Corporation, HP to have directly or through an agent, engaged or indulged in any corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice, as the case may be.

(c) For the purposes of this Section, the following terms shall have the meaning hereinafter respectively assigned to them:

- “corrupt practice” means (i) the offering, giving, receiving, or soliciting, directly or indirectly, of anything of value to influence the action of any person connected with the Selection Process (for avoidance of doubt, offering of employment to or employing or engaging in any manner whatsoever, directly or indirectly, any official of the Dharamshala Municipal Corporation, HP who is or has been associated in any manner, directly or indirectly with the Selection Process or the LOI or has dealt with matters concerning the Agreement or arising there from, before or after the execution thereof, at any time prior to the expiry of one year from the date such official resigns or retires from or otherwise ceases to be in the service of the Dharamshala Municipal Corporation, HP, shall be deemed to constitute influencing the actions of a person connected with the Selection Process); or (ii) save as provided herein, engaging in any manner whatsoever, whether during the Selection Process or after the issue of the LOA or after the execution of the Agreement, as the case may be, any person in respect of any matter relating to the Project or the LOA or the Agreement, who at any time has been or is a legal, financial or technical consultant/ adviser of the Dharamshala Municipal Corporation, HP in relation to any matter concerning the Project;

- “fraudulent practice” means a misrepresentation or omission of facts or disclosure of incomplete facts, in order to influence the Selection Process;

- “coercive practice” means impairing or harming or threatening to impair or harm, directly or indirectly, any persons or property to influence any person s participation or action in the Selection Process;

- “undesirable practice” means (i) establishing contact with any person connected with or employed or engaged by Dharamshala Municipal Corporation, HP with the objective of canvassing, lobbying or in any manner influencing or attempting to influence the Selection Process; or (ii) having a Conflict of Interest; and

- “Restrictive practice” means forming a cartel or arriving at any understanding or arrangement among Bidders with the objective of restricting or manipulating a full and fair competition in the Selection Process.



10. Performa & Annexure

10.1. Core Technical Proposal

The technical proposal should be concise and should cover without ambiguity, the following Technical Proposal Submission Forms and submitted along with the technical bid envelop.

(a) Technical bid letter (as per the format proposed below) (b) Brief Profile of bidder (as per the format proposed below) (c) Project Experience (as per the format proposed below) (d) Conformance to Project (Functional / Solution) Requirements highlighting non-

compliances, if any (e) Details of proposed solution along with technology, platforms, existing and/or third-party

software solutions that are being proposed (f) Work Plan indicating start/end dates, project milestones and dependencies (clearly

highlighting the tasks where support is expected from the Department) (g) Resource engagement plan (h) Brief resume of key resources (as per the format proposed below) (i) Supporting document for technical scoring (j) Any other information that is relevant to the bid



10.2. Technical Bid Letter

To Dated: ___/ ___/ ____

The Commissioner, Dharamshala Municipal Corporation, Dharamshala HP.-176215.

Sub: Request for Proposal (RFP) for selection of System Integrator for Implementation of E- Nagarpalika (Online ULB services Under Public Service Guarantee ACT) for Dharamshala City of Himachal Pradesh – Technical Bid

Sir,

1. With reference to your request of proposal (RFP) no. ____________, Dated: ___/___/_____, I/we, have examined the bid documents and understood the contents, hereby submit my/our proposal for the aforesaid project. The proposal is unconditional and unqualified.

2. All information provided in the proposal and appendices is true and correct. 3. This statement is made for the express purpose of qualifying as a bidder for

undertaking the Project. 4. I/We shall make available to the tendering authority for any additional information it

may find necessary or require to supplement or authenticate the bid. 5. I/We acknowledge the right of tendering authority to reject our proposal without

assigning any reason or otherwise and hereby waive our right to challenge the same on any account whatsoever.

6. I/We certify that in the last three years, we have neither failed to perform on any contract, as evidenced by imposition of a penalty or a judicial pronouncement or arbitration award, nor been expelled from any project or contract nor have had any contract terminated for breach on our part.

7. I/We declare that: (i) I/We have examined and have no reservations to the RFP Documents, including

any addendum issued by the tending authority. (ii) I/We hereby certify that we have taken steps to ensure that, no person acting for us

or on our behalf have engaged or will engage in any corrupt practice, fraudulent practice, coercive practice, undesirable practice or restrictive practice.

8. I/We declare that we are not a member of any other firm submitting a proposal for this project.

9. I/We certify that in regard to matters other than security and integrity of the country, we have not been convicted by a Court of Law or indicted or adverse orders passed by a regulatory authority which could cast a doubt on our ability to undertake the Project or which relates to a grave offence that outrages the moral sense of the community.

10. I/We further certify that in regard to matters relating to security and integrity of the country, we have not been charge-sheeted by any agency of the Government or convicted by a Court of Law for any offence committed by us or by any of our Associates.

11. I/We further certify that no investigation by a regulatory authority is pending either against us or against our associates or against our CEO or any of our Directors.

12. In the event of my/ our being declared as the successful, I/We agree to enter into an agreement in accordance with the draft that has been provided to in the RFP document. We agree not to seek any changes in the aforesaid draft and agree to abide by the same.



13. The fee has been quoted by me/us after taking into consideration all the terms and conditions Stated in the RFP.

14. I/We undertake to provide Performance Security of 8% of the order value in case the contract is being awarded to us.

15. I/We agree and understand that the Proposal is subject to the provisions of the RFP documents. In no case, I/We shall have any claim or right of whatsoever nature if the project is not awarded to me/us or our proposal is not opened.

16. I/We agree to keep this offer valid for 90 days from the proposal due date specified in the RFP.

17. I/We agree and undertake to abide by all the terms and conditions of the RFP document. In witness thereof, I/we submit this Proposal under and in accordance with the terms of the RFP document.

Yours faithfully,

(Authorized signatory)

Date:

Name:

Designation:



10.3. Bidder Company Profile

Name of the Firm/Company

Full Address of the Company

Year Established

Telephone Number

Fax Number

E-mail Address

Website

Sectors’ in which the company / firm has provided services to Government Departments in India

No. of full time personnel currently under employment

Technical

Non-Technical

No. of years of presence in India

Annual Turnover

Last 3 FY Turn Over (Rs.)

Details of Authorized Representative

Name Designation Mobile Office E-mail



10.4. Bidder Project Profile

Using the format below, provide information on each reference assignment along with a client certificate or suitable supporting documentation for consideration for evaluation.

10.4.1 Relevant e-Governance Project

10.5. Format of Resume of Key Staff

Name of Employee

Role in proposed engagement

Designation in Bidder’s Organization

Age

Educational Qualifications & certifications

Proficiency in English and Hindi

Years of relevant experience in the industry

Number of years with the bidder’s organization

Employment Record In reverse order list employing organizations, job title and locations of assignments

Experience Profile (limited to most recent five years), clearly highlighting relevant experience

Project Name, Client Name, Role performed, Year and Duration of assignment, brief description of the key activities performed



10.6. Financial Bid Format / Letter

To,

The Commissioner,

Dharamshala Municipal Corporation,

HP.-176215.

Dear Sir,

Subject: Consultancy Services for Selection of a System Integrator for Implementation of E- NagarPalika (Online ULB services Under Public Service Guarantee ACT) for Dharamshala City of Himachal Pradesh.

I/We ___________________________Consultant herewith submitting the Financial Proposal online for selection of my/our firm as Consultant for Subject assignment.

Our financial proposal shall be binding upon us subject to the modifications resulting from contract negotiations, up to expiration of the validity period of the Proposal, i.e. 90 days from the last date notified for submission of the proposal.

Yours faithfully,

(Authorized signatory)

Date:

Name:

Designation



10.7. Bid Format: Bill of Quantity (BOQ)

The following BOQ is to be uploaded online only through e-tendering portal:

Sr. No.

Item Description Total Amount in INR inclusive of all taxes, etc.

Total Amount in words inclusive of all taxes, etc.

1. Design, Development i/c Data Digitization, Migration and Data Entry and Implementation of E- NagarPalika” (Online ULB services Under Public Service Guarantee ACT) in Dharamshala Municipal

Corporation as per scope of work given in the RFP including O&M Support.