RFP for selection of System Integrator for Supply, Installation with Application and Maintenance of PoS Devices

Transcription

1 RFP for selection of System Integrator for Supply, Installation with Application and Maintenance of PoS Devices Page 1

2 BID DATA SHEET Particular Tender Number Details Group Number Name of the Client Address and Concerned person for Correspondence Cost of bid document EMD / Bid Security Amount EMD Submission Date and Time Bid Submission Date and Time Date and time for opening of Technical Proposal Date and time for opening of Financial Proposal Page 2

3 Particular Performance Bank Guarantee Method of submission of Proposal Details Amount equivalent to 10% of the total value of Fixed fee quoted by the bidder applicable per month per FPS x Number of Fair Price Shops in the Group x 3 (months) received by Department from System Integrator. The PBG should be issued by a Scheduled / Nationalized Bank in India, in favour of State of payable at Validity of Bids Technical Presentation Bid Document submission Group-wise Bid Submission Minimum 180 days from the due date of submission of proposal as mentioned in this RFP or the subsequent corrigendum (if any) If required Support documents for each group has to be submitted separately Each group should be considered as a separate tender and in case bidder wants to bid for more than 1 groups, say 3 groups, then they will have to submit 3 tenders Note: All further corrigendum/ addendum shall be uploaded on the e-procurement portal www. Page 3

4 Contents 1. Executive Summary Introduction Objectives of the RFP Area of work Number of Fair Price Shops under each of the Groups FCS Automation Process Issuance of the commodities at FPS shop to the beneficiaries Scope of System Integration Instructions to the Bidders Availability of RFP Document Preparation and Submission of Proposal Completeness of Bids Language Preparation and Submission of Bid Late Bids RFP Validity Cost and Currency Interpretation of the clauses in the Tender Document Amendment of Tender Document Deviations Earnest Money Deposit (EMD) / Bid Security Evaluation Methodology Tender Opening Tender Evaluation Failure to Agree with the Terms and Conditions of the RFP Eligibility Criteria Technical Qualification Criteria Financial Bid Evaluation Selection of the Bidder Confidentiality Supply, Installation and Maintenance of Devices (Build-Own-Operate Model) Page 4

5 5.2. Implementation Schedule Support Payment Schedules Payments Other Payment Terms Service Level Agreement Penalties Performance Bank Guarantee (PBG)/ Security Deposit Validity period/duration of the engagement Taxes and Duties Transfer / Sub-Contracting Completeness of Contract Suspension & Termination of System Integrator Amendment Corrupt / Fraudulent Practices Annexure I: Technical Specification of devices Point of Sale (PoS) Devices Annexure II: Technical Proposal Formats Covering letter Checklist for Technical Proposal Statement of No Deviation from the RFP Requirements Self-declaration for not being blacklisted by any Government Entity Manufacturer Authorization letter Details of Technical Manpower available with bidder Relevant project experience PoS/Handheld devices supplied in the last 3 financial years (FY , , ): Experience of supplying PoS /Handheld devices for Government/ PSU/ Private Sector projects in India with project value greater than 1.00 crores Compliance sheet for Technical Specification Point of Sale (PoS) Devices Format for Queries Annexure III: Financial Proposal Formats Covering Letter for Financial Proposal Financial Proposal Page 5

6 Annexure IV: Format of PBG Format of Performance Bank Guarantee (PBG) Annexure V: Payment Schedule Page 6

7 1. Executive Summary Department of, State of seeks for an end-to-end FPS automation solution which should be much more comprehensive than the current manual process. Currently, FPS level transactions are being conducted manually in the state and now there is a need to move a step ahead with full automation at the FPS level. Department of wishes to implement FPS automation on a Build-Own-Operate (BOO) mode. The System Integrator is required to provide FPS automation as a service and engage on a Build-Own-Operate (BOO) basis. By BOO, it is meant that the selected private partner shall procure PoS device, develop and customize the application, integrate application with central server, deploy and maintain the FPS automation infrastructure. It should include the modules like Supply and Installation of PoS devices, development and customization of application, Maintenance of PoS devices, Training, Helpdesk Support, Project Management Unit (PMU), Divisional level technical support and MIS etc. Page 7

8 2. Introduction The Department of is in process of transforming their existing processes/services with the use of latest technologies towards identification and authentication of the beneficiary. The Department of is planning to augment their service delivery by inclusion of PoS devices in a phased manner which shall not only enhance the accuracy of the system but shall also make the systems automated, authentic, faster and transparent. Government of India (GoI) through its flagship program AADHAAR has carried out the enrolment of the residents of India with a vision to provide unique identity to every resident and during this process GoI has collected the demographic and biometric details of resident. The Aadhaar number is a 12 digit unique number for residents which could be used by Government departments to authenticate identity of the residents. Department in the State have prepared database of Targeted Public Distribution System (TPDS) Beneficiaries where unique number has been given to each beneficiary family. In order to deliver the services to the citizens in a more efficient and effective manner, Department of wishes to make use of its TPDS database and Aadhaar. The approximate number of Fair Price Shops in the State is and the approximate number of beneficiary families is lakhs. In view of the above, Department of would require PoS machines for recording the sales and receipt of material distributed under Targeted Public Distribution System (TPDS) and PoS devices with application for authentication during service delivery. It is because of this purpose, this RFP has been published to select the System Integrator (SI) to supply, install and maintain PoS devices with application based on the requirement of Department Objectives of the RFP The primary project objective is the implementation of TPDS through PoS device. The project objectives are as follows. 1. Timely and need based food grain allocation. 2. Prevention of diversion of essential commodities. 3. Induction of transparency and accountability in operations. Page 8

9 4. Reduction of stakeholder s grievances. 5. Dissemination of the information as per the public requirements. 6. Monitoring and quick decision making through MIS generated by the data of PoS device. 7. Protecting the interest and empowering the end beneficiary. 8. To improve service delivery and create transparency. 9. To weed out the fake/duplicate/false beneficiary. 10. To ensure Government F&CS scheme benefits are delivered only to intended beneficiaries using biometric authentication. 11. To record real time information related to the FPS transactions and make them readily available for future planning and analysis Area of work FPS Automation system will be implemented group-wise in the State. Following groups of districts have been created for this purpose. Bidders will need to quote separately for implementation in each of these groups subject to a maximum of groups: Group 1: Group 2: Group 3: Group 4: Group 5: Group n: 2.3. Number of Fair Price Shops under each of the Groups Page 9

10 DISTRICTWISE NUMBER OF FAIR PRICE SHOPS S.N. District Urban Rural Total G G2 Total Total Gn Total GRAND TOTAL These are the current number of Fair Price Shops and new shops are likely to be opened in future. Page 10

11 Some existing shops may also be closed in future. Therefore, the number of shops in a district is likely to change by 25% of its current number in the first year however subsequent change in FPS shops may vary by 3% FCS Automation Process In TPDS FPS will be equipped with PoS with GPRS connectivity. The food grains will be given manually at Fair Price Shop but authentication and record of transaction on server is to be done by this PoS device. Basic infrastructure proposed at FPS is PoS Device as per the guidelines issued by GoI given in Annexure 1. Note: All the consumables except paper will have to be provided by SI; Paper roll will be provided by the FPS Shopkeeper 2.5. Issuance of the commodities at FPS shop to the beneficiaries Online Portable mode: In online portable mode beneficiary is free to get the ration from any of the Fair Price Shop within a particular local body. All the transactions related to the beneficiary at FPS will be fully online. No transactions can be carried out in absence of connectivity. 1. Online mode with Portability (Mode 1) in cities of. Some more cities/ towns may be added subsequently to this model. i. PoS device gets connected with the server and registers itself on the server t beginning of session. ii. iii. iv. Beneficiary provides the biometrics in PoS device. PoS read the biometrics and send it to the Aadhar server through GPRS enabled device to get authentication of beneficiary Once the beneficiary gets authenticated, the remaining entitlement for the month is obtained from the central server and displayed. v. The ration is given to the beneficiary maximum upto the entitlement and a receipt of the same is generated. Page 11

12 vi. vii. viii. In case the Aadhaar is not available or Aadhaar is available but not getting authenticated because of some reason, the ration will be distributed on the basis of the eligibility obtained from the central server on the basis of TPDS Family ID/ Individual ID. All the sales transactions are recorded with the central server in real-time The PoS machine also generates the receipt of material received at the FPS and such receipt is recorded on the central server. Online Non-Portable Mode: The beneficiary will be bound to a particular fair price shop (i.e. the beneficiary can obtain their ration only from that particular shop). However, all the transactions under this mode will be online. 2. Under the online non-portable Mode (Mode 2), Aadhaar based authentication will be carried out and commodity distribution will be done. Subsequently, this model will be expanded in all the remaining Fair Price Shops (where offline mode is implemented) as soon as the online connectivity is available. Even in the districts where the beneficiary authentication will be conducted using Aadhaar number, no beneficiary will be denied the ration commodities in its absence. TPDS family/ individual id will be utilized to authenticate the beneficiaries and provide ration in such cases. i. The PoS machine will download the list of eligible families and their eligibility from the central server in the beginning of the month ii. iii. iv. PoS device gets connected with the server and registers itself on the server. Beneficiary provides the biometrics in PoS device. PoS read the biometrics and send it to the Aadhar server through GPRS enabled device to get authentication of beneficiary v. Once the beneficiary gets authenticated, her remaining entitlement for the month will be displayed on PoS device. vi. vii. The ration is given to the beneficiary as per the entitlement, a receipt of the same is generated and her entitlement is reduced on the machine database as per the actual sale In case the Aadhaar is not available or Aadhaar is available but not getting authenticated Page 12

13 because of some reason, the ration will be distributed on the basis of TPDS Id. viii. ix. All the sales transactions for the day are recorded with the central server at the closing of the day when the machine is connected with the central server The PoS machine also generates the receipt of material received at the FPS and such receipt is recorded on the central server at the end of the day. Online Offline (Hybrid) Mode: The beneficiary will be bound to a particular FPS and transactions will be carried out even if there will be no connectivity at the FPS (these would be without Aadhar based biometric connectivity). 3. Hybrid mode is to be adopted in remaining Fair Price Shops where connectivity is not available at present. However the Department intends to discontinue this model in the future as soon as the connectivity is available and replace it with Mode 2 or Mode 1 as the situation necessitates. i. The PoS machine will download the list of eligible families and their eligibility from the central server in the beginning of the month ii. iii. iv. Ration will be distributed on the basis of TPDS ID verification in case connectivity is not available. Whenever connectivity is available, biometric authentication shall be carried out. (The decision whether connectivity is available or not shall be taken by the device without any manual interface) The sale transaction and receipt thereof will be generated through the PoS device The machine database will be updated as per the sales on real-time basis. In case connectivity is available, the server shall also be updated with the transactions. v. The FPS shopkeeper will come to an area on a designated day once every week with the PoS device where he can connect with the server and the offline data will be synchronised with the central server. a. Group 1: Monday b. Group 2: Tuesday c. Group 3: Wednesday d. Group 4: Thursday e. Group 5: Friday f. Group 6: Saturday g. Group 7: Sunday. Page 13

14 vi. The PoS device will also generate the receipt of material received at the Fair Price Shop and such receipt is recorded on central server on the next designated day. Please Note: 1. The upgrade from one mode to another shall be done at the direction of, for example shifting from offline to online mode or non portable to portable mode in selected Cities & Towns. 2. The charges of Data connectivity shall be borne by the SI Scope of System Integration This RFP is for the selection of the System Integrator (SI) for Supply, Installation with application (integration with central server, application development & customization by SI subject to the satisfaction of NIC); Maintenance of PoS Devices for the services being delivered to Department of Food. The selection of the SI shall be carried out to provide the services for FPS automation using the Point of Sale Devices (as per Annexure 1) with Biometric authentication and fetching the beneficiary data from central server for distribution of ration with the help of TPDS Family ID/ Individual ID. The bidder is responsible for the complete services as stated in the scope to the Department that includes, supply of PoS Device, PoS Application Development & Customization, Training, Installation at the FPS, Maintenance etc, Application at the state Server for Data management, MIS and Analytics. The application and database related technical part of the application hosted at central server will be taken care by the NIC. The application of the PoS device will be developed & customized by the SI and NIC/ designated agency will verify that the integration is successful and satisfactory. The issues related to the integration of the two systems will be reported to the Commissioner Department of Food and the decision of the Commissioner in this regard will be final. 3. Instructions to the Bidders This section specifies the procedures to be followed by bidders in the preparation and submission of their bids. Information is also provided on the submission, opening, and evaluation of bids and on the award of contract. It is important that the bidder carefully reads and examines the RFP document Availability of RFP Document Page 14

15 The tender document is available and downloadable on following website: a) www Preparation and Submission of Proposal Completeness of Bids Bidders are advised to study all instructions, forms, terms, requirements and other Information in the RFP document carefully. Submission of bid shall be deemed to have been done after careful study and examination of the RFP document with full understanding of its implications. The response to this RFP should be full and complete in all respects. Failure to furnish the information required by 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 its proposal. The RFP Document is not transferable to any other bidder Language The bid as well as all correspondence and documents relating to the bid exchanged by the bidder and the purchaser, shall be in English language only Preparation and Submission of Bid The bidder is responsible for registration on the e-procurement portal (www. ) at their own cost. The bidders are advised to go through the e- procurement guidelines and instructions, as provided on the e-procurement website. The Bidder shall submit the proposals online as described below- a) Proposal that are incomplete or not in prescribed format may be rejected. b) The Technical and Financial proposal should be submitted only through the e- procurement Portal. c) Technical Proposal - Scanned copy in PDF file format, signed on each page, with file name clearly mentioning: Technical Proposal for TPDS Tender No The proposal should be as per the Technical Proposal format provided in Annexure II: Technical Proposal Formats d) Financial Proposal Financial proposals would be filled on e-procurement portal. Page 15

16 e) The financial Bid should inclusive of all related accessories, Driver Software, Operating Manuals, Forwarding, Freight, and Installation charges at sites and Warranty etc. f) Conditional proposals shall not be accepted on any ground and shall be rejected straightway. If any clarification is required, the same should be obtained before submission of the bids. g) Bidders are advised to upload the proposals well before time to avoid last minute issues. h) The bid has to be submitted only through online through www. website. No physical submission of bids would be acceptable Late Bids Proposal after due date and time shall not be accepted RFP Validity The RFP offer must be valid for 180 days from the due date of submission of proposal as mentioned in this RFP or the subsequent corrigendum (if any). However, State Government in consultation with Department of Food may extend this period, if the bidder accepts the same in writing Cost and Currency The offer must be given in Indian Rupees only. The price will remain fixed for the period of the contract and no changes for any reason what so ever will be allowed. The bidder shall bear all the costs associated with the preparation and submission of its bid, and the purchaser will in no case be responsible or liable for these costs, regardless of conduct or outcome of bidding process Interpretation of the clauses in the Tender Document In case of any ambiguity in the interpretation of any of the clauses in Tender Document, the Department interpretation of the clauses shall be final and binding on the bidder. The decision taken by the the Department in the process of Tender evaluation will be full and final. Page 16

17 Amendment of Tender Document At any time prior to the deadline for submission of bids, the Department for any reason, whether at its own initiative or in response to a clarification requested by a prospective bidder, may modify the bid documents by amendment. Any such communication shall be posted on website and bidders are requested to visit the e- procurement website for updates, modification and withdrawal of Offers Deviations The bidder shall not be allowed to make any deviation whatsoever from the terms and condition and technical specifications specified in the RFP. All the bidders should submit No deviation form as per the format given in Annexure II Earnest Money Deposit (EMD) / Bid Security a) The Bidder shall furnish a bid security as per the amount mentioned in Bid Data Sheet online through e-procurement portal / By Demand Draft in the name of / FDR in the name of for a minimum period of 210 days. b) No interest shall be payable on EMD under any circumstances. c) Unsuccessful Bidder s Bid security shall be discharged or returned within 60 (sixty) days of expiration of the period of proposal validity or after awarding tender to successful Bidder. d) In case of successful bidder, the EMD shall be discharged upon signing of agreement and submission of performance bank guarantee, as per Annexure IV. e) The EMD shall be forfeited by the Department, on account of one or more the following reasons- If a bidder withdraws its bid during the period of bid validity If the bidder fails to sign the agreement in accordance with terms and conditions (Only in case of a successful bidder) Fails to furnish performance bank guarantee as specified in annexure Information given in the proposal is found inaccurate/incomplete Page 17

18 4. Qualification Criteria and Bid Evaluation 4.1. Evaluation Methodology Tender Opening a) Bid Opening shall take place through the e-procurement Portal. Online Proposals submitted along with the EMD/ Bid Security and Tender Fee (Payable Online through the portal) shall be considered for Bid opening as per the timelines mentioned in the Bid Data Sheet. b) In case of EMD/ Bid Security is not received as per the timeline mentioned in Bid Data Sheet, the bid submitted in e-procurement Portal would be rejected. c) A maximum of two representatives from each Participating Organization would be allowed to attend the Tender Opening. The Bidder s representatives, who may choose to attend the session, should attend the Tender opening at the Date and time mentioned in the Bid Data Sheet or as per the Date and Time revised in the subsequent communication given by the Department through www. d) During bid opening preliminary scrutiny of the bid documents will be made to determine whether they are complete, whether required bid security has been furnished and whether the bids are generally in order. Bids not conforming to such preliminary requirements will be prima facie rejected. e) To assist in the scrutiny, evaluation and comparison of offers, the the Department may, at its discretion, ask some or all the Bidders for clarification of their offers on any of the points mentioned therein and the same may be sent through , facsimile. No change in the prices or substance of the bid shall be sought, offered, or permitted, except to confirm the correction of arithmetic errors discovered by the Department in the evaluation of the bids Tender Evaluation To evaluate the Tender the the Department shall formulate a Tender Evaluation Committee (TEC) (also referred to as Evaluation Committee ). The Evaluation Committee shall evaluate the Technical and Financial bids as per the following process: Page 18

19 a) The the Department will evaluate and compare the bids that have been determined to be substantially responsive. b) Tender Evaluation Committee shall review the Technical Proposal along with Eligibility Criteria. To assist in the examination, evaluation, and comparison of the bids, and qualification of the Bidders, Evaluation Committee may, at its discretion, ask any Bidder for a clarification of its bid.. c) Eligible bidders scoring 60% or more in the Technical evaluation shall be considered for financial evaluation. d) The Financial Proposals of only those Bidders who have been qualified in the Technical Proposal will be opened in the presence of their representatives, who may choose to attend the session on the specified date, time and address mentioned in the Bid Data Sheet Failure to Agree with the Terms and Conditions of the RFP Failure of the successful bidder to agree with the Terms & Conditions of the RFP / Contract shall constitute sufficient grounds for the annulment of the proposal or the award, in such event the Department would reject the proposal and forfeit the EMD as specified in the document Eligibility Criteria # Eligibility Criteria Documents to be Provided The Bidder must be a company incorporated in Certificate of Incorporation along with 1. India Registered under the Company's Act 1956 MOA and AOA. /proprietorship firm/ partnership firm. The Bidder should be in the business of supply, Order copy / installation /client 2. installation and maintenance of PoS machines/ certificate. Handheld machines in India for last three years as on date of submission of bid. The bidder should have an annual average Financial Statements (Balance Sheets 3. turnover of Rs. 5 crores in last 3 financial years Audited by a Certified Chartered (FY , , ) The Bidder shall have at least 1 work order for Accountant) Work order copy/ installation /client 4. supply, installation and maintenance of total 500 certificate. Page 19

20 PoS devices / Handheld machines in the last three years. Bidder shall be PoS machine manufacturer/ Authorization by the OEM / 5. Authorized Distributor of the OEM. Authorized dealers if OEM are allowed Authorized Distributor to give Manufacturers Authorization letter as per the enclosed format on Annexure II The bidder shall have a valid ISO 9001:2008 or better The bidder shall be registered for Sales Tax / VAT and shall have valid PAN number. The firm shall not have been blacklisted by Central Government or any State Government Organization / Department PSU in India at the time of submission of the Bid The vendor s PoS device being proposed shall be STQC certified as per the latest STQC scheme ( as on the last date of bidding ) of certification of UIDAI Biometric Authentication Devices. Copy of the valid Certificate Copy of Sales Tax & VAT registration Copy of PAN documents Self-declaration letter from bidder Copy of certificate issued by STQC for Suppliers and Bio-metric Devices (Authentication) 4.3. Technical Qualification Criteria a) Technical Proposal for only those Bidders who have been found to be in compliance with the Eligibility Criteria mentioned above would be considered by the Department for further evaluation. b) Technical proposals of bidders shall be compared within respective product category and ranking of technical score would be carried out within the same category. c) Only those Technical Bids, whose proposed PoS devices comply with the technical specification given on Annexure-I shall be considered for further evaluation. In this regard the Bidder should provide a compliance statement to the technical specifications in the form of Complied or Not Complied should be enclosed in the technical bid. The compliance statement should contain the signature of the authorized person and the seal of the company. Page 20

21 d) The Technical Evaluation Committee based on technical evaluation framework mentioned shall evaluate each proposal and allot technical score as per the Technical criteria mentioned below. # Description A B Proposed Product(s) is in compliance with the Technical Specification as mentioned in Annexure I and the compliance sheet as per section 9.8 of Annexure II has been submitted as part of the technical proposal. Technical Evaluation Framework Bidders Turnover: Annual average turnover of Bidder in last 3 financial years (FY , , ) > 20 Cr = 20 Points > 10 to 20 Cr =13 Points 5 to 10 Cr =07 points PoS Machine / Handheld Machines supplied: Number of PoS machines / Handheld machines supplied in the last 3 financial years (FY , , ) Requirement/ Maximum Score Mandated / Pre- Requisite for further evaluation 20 Supporting Documents Balance Sheets Audited by a Certified Chartered Accountant 20 Work order copy/ installation /client certificate and above =20 Points > =13 Points =07 Points Experience: Experience of supplying Point of Sale devices / Handheld devices for Government/ PSU/ Private sector listed company projects in India with project value greater than 1.00 crores each. 20 Work order copy/ installation /client certificate 3 or more Projects =20 points 2 Projects = 13 Points 1 Project = 07 Point 4. Software Integration Methodology Implementation Plan Usability and Functionality Total 100 Please Note: Department reserves right to visit (or conduct telephonic verification) bidder s customers where such a similar project execution has taken place. Bidders who score overall 60 marks or higher in the technical evaluation, as per the Page 21

22 criteria mentioned above, shall be considered for financial evaluation Financial Bid Evaluation The financial bids for technical qualified bidders will be opened. Financial bids, not substantially responsive or incomplete in any manner, are liable to be disqualified. The bidder with lowest bid will be declared as Lowest Bidder (L1) Selection of the Bidder a) The technically qualified bidder with L1 rate shall be the successful bidder. b) In an event wherein two or more Bidders have Bid at the same price, then the bidder with the highest technical score will be given preference for engagement. c) In the event that any successful bidder (L1) withdraws or is not ready for engagement for any reason, Department may invite the vendor with next lowest rate (L2) for engagement provided L2 bidder is ready to accept the rate quoted by L1 bidder Confidentiality a) Any attempt by a Bidder to influence Department in the evaluation of the bids or Contract award decisions may result in the rejection of its bid. b) If any Bidder wishes to contact the Department during/after opening of the Bid to award of contract. He may do so in writing. 5. Scope of Work 5.1. Supply, Installation and Maintenance of Devices (Build-Own-Operate Model) The Scope of work for successful vendor is given below: a) The bidder shall procure and deploy PoS devices at all locations where FPS are located in his allotted area of operations which should be CE/EMI/EMC compliant and biometric features should be STQC certified in compliance with UIDAI guidelines for the PoS devices. b) The bidder shall demonstrate all the features of proposed PoS device through a proof of concept (POC) implementation at bidder s own cost. POC is required to be given at central point to ensure compliance as per requirements however a certificate that all machines deployed in each group, is to be submitted by SI. If more than one type/make/model of machine is to be deployed in field then demonstration of all Page 22

23 types/makes/models of machine will need to be provided. c) The bidder shall demonstrate the compliance of PoS devices, as per the R.F.P. d) The bidder shall develop and customize the application. This application will also store and retrieve relevant transaction details in PoS device, at least till the information is transferred to the central server. e) The bidder shall use PKI based encryption to store and retrieve all relevant transaction details in the POS device. No specific PKI based encryption is desired however the security must be provided as per the best practices. f) The bidder shall give training to all PoS operators in the use of devices as well as in troubleshooting of simple/basic errors. The trainings will be conducted on the weekly off day when the FPS remains closed. There will be at least 2 trainings to be conducted for all PoS operators. The induction training will be a class-room based training to be conducted at the block level. The on-the-job level training will be need based training that will be conducted at the FPS level as per the request of the food department. The contents, trainers and training will be provided by the SI. The venue of the training and logistics support for training will be provided by the department of food. Beyond the minimum requirement, the bidder has to assess the number of trainings depending on the Fair Price Shops in each district as provided in the table in section 2.3 g) The bidder shall incorporate Back-up and Restore facility in the PoS devices as necessary, till last committed transaction in case of power failure. h) The bidder shall deploy sufficient resources to plan and manage the installation of PoS devices at all service points in in the area of operations. The bidder shall ensure that the PoS devices are delivered and installed in a safe and secure manner. i) The central Helpdesk (Tier 1) will be operated by Department. Complaints from the field will be registered at this central helpdesk. Vendor will need to nominate a nodal officer who will be communicated all complaints by Department along with an that will be sent and date and time of the will be recorded and 48 hours will start from the date and time of the sent. This nodal officer can be stationed anywhere however will be responsible for providing services for 1 district. j) The FPS shop keeper shall transfer the data from all PoS devices deployed at all service points to the central server, as specified below. i. Online with-portable mode data would be synced with the data base on realtime basis ii. Online non-portable mode data would be synced with the data base once at the Page 23

24 closing every day iii. In offline mode, data will be synced once every week on designated day of the week. k) The current requirement of number of PoS devices required to be supplied are as noted in the section 2.3 above. The number of fair price shops in a district is likely to change by 25% of its current number in the first year however subsequent changes in FPS shops may vary by 3%. l) Bidder shall develop & customize the software application for supply and distribution for the usage over PoS device. m) The bidder may be required to plan and take up PoS device deployment in a phased manner across FPS and geographical areas as may be decided at a later date by Dept. of Food or its representatives. n) The selected SI will have to provide one member of the PMU at divisional commissioner level within that group. Only 1 nodal officer (PMU) will be required even in those groups where there are more than 1 divisions o) The bidder shall make available additional PoS Machines at each district level of the state to address any machine break-downs. A stock of additional 3% machines of the total machines will be available at each district. p) The SI will be responsible for supply, installation, commissioning and maintenance of PoS devices as per the minimum specifications given in the RFP. q) The SI shall depute its technically qualified representative for commissioning/installing the delivered quantity of PoS Devices. The designated officer from Department will inspect the PoS Devices deployed and commissioned and fill up the post-delivery inspection report. Rejected equipment(s) shall be handed over to the authorized representative of the SI. The numbers of such defective equipment(s) shall be specified in the post-delivery inspection report. r) The SI is also required to provide support to Departments in reference to faulty PoS device. They would be required to replace/ fix/provide resolution as per the Service levels mentioned in the Section 6. The entire cost of replacement including transportation from the Manufacturing Plant or Port of Landing to the location shall be borne by the concerned SI. s) The SI should ensure that all the components of PoS devices offered are as per the approved specification. No item with short supply or with different technical specifications shall be accepted in any circumstances. The devices being supplied by Page 24

25 the SI should be tested and certified prior to delivery of the device to the Department. t) The SI shall provide such packing as is required to prevent damage or deterioration of the goods during transit to their final destination. The packing shall be sufficient to withstand, without limitations, rough handling during transit and exposure to extreme temperatures and precipitation during transit and open storage. u) The SI needs to ensure that every device shall be provided with a carry case to protect the device from regular wear and tear. v) The SI has to ensure that the PoS devices, application software functionalities and any other components, equipment, peripherals involved in implementation solution meet the current STQC/UIDAI guidelines and any changes in future shall be addressed via formal change request. w) SI shall provide necessary software and technical document including drivers, installable, manuals, to enable Department of Food in using devices and also integrating these devices in their existing/new business applications. x) The SI shall provide Software Development Kit (SDK) support for all popular software languages including Android/Java,.Net, C/C++ etc. The SDK should be compatible with all versions of Windows, Linux and Android Operating System y) The SI shall be responsible to provide training to the Department officials. The training would include basics of the devices, key functionalities and features, usage guidelines, safety measures, etc. The training locations shall be decided by the Department and shall be informed to the SI at the time of signing of contract. z) In case Fair Price Shops increase in the State in the future, the SI shall be willing and able to service those shops as per the terms described in this document. aa) The security of the machine will be the responsibility of the FPS shop keeper after handing over the machine to him Implementation Schedule Following are the timelines for the completion of various phases (for each Group as specified in section 2.2): Page 25

26 S. No. Activity Completion Schedule (in weeks) 1 Signing of contract T Deployment, Installation of PoS devices (along with T + 16 customized application) and start of provision of services 3 Training of manpower completed T Establishment of PMU at the State level and support T + 6 staff at district level available 5 Setting up of district level nodal officers T Final Acceptance Test completed by T Go-live (for calculation of five years of engagement 17 week onwards period) 8 Shifting from one mode to another at the direction of Department officials. For example shifting from offline to online mode or Non-portable to portable mode. Within 4 weeks from the date of such direction or as mutual agreed by Department of Food and concern SI. The go-live for the start of 5 years of engagement will be at the group level. The go-live definition for a group will be: Commencement of the transactions on 95% of the PoS devices in each and every district within that group. The definition of a completed transaction will be completed communication with the central server for that transaction. Further, the go-live for every group will be 1 st of every month irrespective of the completion date of installation of PoS devices. Similarly, shifting from one mode to another will also be considered to be started from 1 st of every month irrespective of the completion date for all the technical requirements required to shift from one mode to another. Please note: a. SI will need to strictly adhere to the implementation schedule and obtain final acceptance as per the implementation schedule. In case there is delay from bidder in obtaining the final acceptance as per the implementation schedule, 1% of the total monthly fee for the particular group will be levied as penalty (for every Page 26

27 week of delay) on the SI. In case of a continuous delay of 12 weeks the agreement is liable to be terminated at the discretion of the Department. b. In case of early delivery denoted by the receipt of final acceptance by the SI, the SI will be eligible for 1% of total monthly fee for that group (for every week of early delivery) as incentive not exceeding 4 weeks. For example, if the delivery is completed within 8 weeks, 4% of total monthly fee for that group will be paid to the SI as maximum incentive Support a) The SI shall provide support as per the service level agreements mentioned in the Section 6.3. b) The SI shall cooperate with the third-party external auditors for conducting certifications and audits and shall also assist in strengthening of processes by attending to audit points. Department will appoint the third party auditor and will bear the cost for the same. c) Department will operate a centralized helpdesk (Tier 1) with a telephone number for technical/ operational support. Please note that a single number will be functional in the State. The centralized helpdesk will forward the calls to the nodal officers appointed by the System Integrator responsible for one district. The nodal officers appointed by SI will register the complaints about hardware and software issues and will also maintain a log of issues, time and date of receipt of call, cause / nature of problem (network, hardware etc.), date & time of resolution provided etc. The working hours for the district level nodal officers should be from 9:00am to 5:00 pm on all days except Sundays & Govt. Holidays. System Integrator will need to bear all expenses of the nodal officers. d) The SI needs to ensure to provide support for the device. In case any of the device models becomes obsolete, the SI shall offer new item/model with the same make and same or higher specification at no additional cost. The proposed device should comply with the STQC/UIDAI Guidelines and shall be offered to Department for evaluation and acceptance. The SI shall provide technical document and manpower support to enable Department in evaluation process. e) System Integrator shall keep at least 3% spare PoS devices at District level for business continuity in case of any breakdown of the devices. The repair / replacement (as the case may be) would be the responsibility of the concerned SI. Also, it would be the responsibility of SI to collect the faulty devices from the FPS. Page 27

28 f) SI is free to set up call centre anywhere in India beyond the scope of work to provide remote/ telephonic support. 6. Service Level Agreements and Payment Schedules 6.1. Payment Schedules On signing of the contract as Build-Own-Operate model, the System Integrator, within the time defined in the Service Level agreement, shall deliver the devices on the locations mentioned by the Department. The System Integrator shall be responsible for obtaining all the clearances/road permits/ etc. to ensure delivery of the devices. After delivery of the device, the System Integrator shall be required to install commission and train the Department official. Department in coordination with the Department of Food shall review the service levels adherence by the System Integrator before making the payment Payments The System Integrator shall be paid a fixed monthly fee quoted by the SI per Fair Price Shop serviced during the month assuming at least 80% of unique transactions (based upon total number of ration cards associated with the FPS) on that FPS during the month OR at least 20 days of PoS device availability on the FPS during the month as confirmed via log files available on the central server. In case both the above conditions are NOT met, MGR for that particular FPS for that particular month will NOT be paid and penalty will be levied as described under Section 6.4 below. Deductions if any due to SLAs deviations shall be determined and adjusted during the monthly pay outs. The Monthly Payment shall be made as per the format given for Monthly Payment details given in Annexure V. First invoice will be generated after 1 month of Go-live date of the particular group as per implementation schedule. The SI will be paid on monthly basis on satisfactory performance as per the condition of the RFP. Effort shall be made to make payment possibly within 3 days of receiving communication from Department that payment need to be made to the SI. Department will be responsible for calculating the monthly fee for that month as well as any deductions arising out of penalties being levied on the SI as well as any incentives to be paid as mentioned in the implementation schedule above. Page 28

29 6.3. Other Payment Terms a) The bidder would raise a monthly invoice along with the information as per the template provided in the annexure. b) The department of food will make payment to System Integrator after receiving clearance from Department regarding the adjustments against the penalties levied with respect to the SLAs. c) SLA adherence reports have to be generated by the concerned System Integrator and the same shall be submitted the Department. This would be used for monitoring of SLA and calculation of penalties (if any), client at its own discretion may verify the SLA performance reports and penalties Service Level Agreement Service Level Agreement (SLA) will form part of the contract between Department and the System Integrator. SLA defines the terms of the responsibility in ensuring the timely delivery and the compliance to the Performance Indicators as detailed in this document. The system Integrator has to comply with Service Levels requirements to ensure adherence to timelines, quality and availability of services. SLA Requirements Service Level Agreement (SLA) is the contract between Department and the System Integrator. SLA defines the terms of the System Integrator s (SI) responsibility in ensuring the performance of the Project based on the agreed Performance Indicators as detailed in the Agreement. This section defines various Service Level Indicators for Project, which can be considered by the Department in the Service Level Agreement with operator. The detailed description of the performance indicators, SLA Terms and their definitions are discussed in the following sections. SLA Parameters Project SLA terms and definition Table SLA Terms and definition S.N. SLA Term Description Page 29

30 1. Availability Availability refers to remain connected to the central server and communicate. 2. Percentage of ration card Percentage of the total number of cards within that holders. FPS. 3. Offline Area Area where the device is not connected with the central server. SLA Reporting Other than the standard reports, any other customized report required by the Department has to be submitted by the selected bidder to be mutually agreed by both the parties Penalties The bidder shall be paid MGR (Monthly Guaranteed revenue) as per the services (i.e. availability and percentage of card holders) provided to the tendered. Table: Penalties Following decision tree will be in force to check if there are penalties to be levied on the vendor for a given month: 1. Is the machine online (available) for at least 20 days in the month as per the log files available on the central server? 2. If YES to 1, then payment will be made to the vendor 3. If NO to 1, then it will be checked whether the number of unique transactions (transaction conducted using a single ration card will be termed as a single unique transaction no matter how many times the ration card is used in the month) crossed 80% of the ration cards associated with that Fair Price Shop in the month? Page 30

31 4. If YES to 3, then payment will be made to the vendor 5. If NO to 3, then it will be checked whether the FPS shopkeeper lodged a complaint with the Helpdesk regarding malfunctioning of the PoS machine? 6. If NO to 5, then payment will be made to the vendor 7. If YES to 5, then apart from not getting payments for that month for that shop penalty will be levied on the vendor for that month as described in the table below # Description Service Level Penalty Monthly online availability Minimum 20 days in a No Penalty of the PoS device as per the month report generated from the Less than 20 days but No Penalty central server. eighty percent or more unique transactions. Less than 20 days and No Penalty less than eighty percent unique transactions but 1. no complaint lodged by FPS dealer. Less than 20days and SI will NOT be paid MGR for less than eighty percent that month. of unique transactions and complaint lodged by FPS dealer and not redressed within 48 hours. Please Note: Page 31

32 a) The penalty amount shall be recovered from the payment for that month being made to the System Integrator. b) An investigation will be conducted by the department into the reason as to why the machine was not available for at least 20 days in that month. c) It will be investigated whether that machine was non-functional due to mishandling/ mismanagement or due to any other reason. The investigation will be completed within 7 working days of filing of complaint and based upon the results of the investigation further action will be initiated by the department. d) In case machine malfunctions due to any reason, vendor will need to repair/replace the machine within 48 hours of the receiving the complaint from FPS dealer e) In case 2 days are elapsed after the complaint made by the FPS dealer and no repair/replacing of the machine is done on the shop by vendor, vendor will not receive payment for that shop for that month. f) The vendor timeline of 48 hours will start after the complaint is forwarded to nodal officer of bidder from the Department central helpdesk via 7. Signing of Contract a) The successful Bidder shall execute an agreement within 15 days from award of contract from Department. In exceptional circumstances, on request of the successful bidder in writing for extension, Department reserves the right to grant an extension for appropriate period after getting satisfied with the reasons given. b) In addition to terms and conditions being mentioned hereunder, all terms and conditions of the RFP and corrigenda issued will also be applicable for the contract. c) There shall be agreement between Department and Successful bidder. On failure of execution of the agreement by the successful bidder, the EMD furnished will be forfeited Performance Bank Guarantee (PBG)/ Security Deposit The System Integrator shall be required to submit PBG as per the following formula: Ten percent of (fixed fee quoted by the bidder applicable per month per FPS * Number of Fair Price Shops in the Group * 3 (months)). Page 32