6.22 Change Orders and Contract...

6.22 Change Orders and Contract Amendments

1. The Purchaser may at any time order the supplier/ selected bidder through Notice in

accordance with clause “Notices” above, to make changes within the general scope

of the Contract where the goods & services are to be provided by the supplier/

selected bidder.

2. Prices to be charged by the supplier/ selected bidder for any related services that

might be needed but which were not included in the Contract shall be agreed upon

in advance by the parties and shall not exceed the prevailing rates charged to other

parties by the supplier/ selected bidder for similar services.

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7.2 Service Level Requirements/ Agreement for Operations & Maintenance

Sub Clause: 7 - Penalty Clauses

If the selected bidder fails to deliver the required services due to reasons attributable to

selected bidder like non-accessibility of the web portal/ application, non-availability/

attrition of the technical personnel/ operational manpower, etc. the cumulative penalty,

as applicable, would be imposed as mentioned below while processing the payment for

respective milestone.

a. Penalty for Downtime of Application S/w

Table 7.3: Penalty for Downtime

S.

No

Measurement Parameter Downtime in a

Quarter Penalty

1

Cumulative number of hours the Integrated Raj e-Office Application (Web Application or Web Portal) is non-functional/ non-accessible/ non-available/ non-responsive in each case of outage

0-2 Hours No Penalty

2 2-4 Hours 2 % of applicable quarterly payment




6 24-36 Hours 10 % of applicable quarterly

payment

7 36-48 Hours 12% of applicable quarterly payment

8 >48 Hours 15% of applicable quarterly payment

The penalty shall be calculated above the permissible downtime hours for maintenance

or other reasons as approved by RISL.

b. Penalty for delay in response/ resolution time: for incidents like defect/ bud fixing,

minor changes in the software, content updation, etc.:

Table 7.4: Penalty for delay in Response/ Resolution time

S.

No

Type of

Incident

Response Time Resolution Time SLR Penalty for delay in

resolution time

1 Critical 15 minutes from

call logged

<= 2 Hours Rs 1000 per incident

per hour delay

2 Medium 30 minutes from

call logged

<=1 Day from the time of

incident logged at the

Helpdesk

Rs 500 per incident

per day

3 Low 45 minutes from

call logged

<=2 Days from time of

response logged

Rs 200 per incident

per day

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c. Penalty for non-availability of deployed personnel/ resources/ manpower

during O&M Period: A maximum of 18 leaves per year (4.5 per quarter on prorate

basis) shall be allowed for resource deployed. In case resource needs to take

off/leave from the duty, he has to take due approval from Project Coordinator of

RISL. In case, the total leaves taken in a year by resource deployed is less than 18,

than the balance leaves will be carry forward to next year. In case total number of

leaves exceed the maximum allowed leaves, penalty as mentioned below shall be

levied, starting from the date of Go-live of phase-II of Integrated Raj e-Office

Application:

Table 7.5: Penalty for non-availability of deployed manpower during O&M Period

S. No.

Resource Type Penalty

1. Business Analyst cum Project Manager

Rs 4000 /- per day of absence.

2. Team Lead Rs 4000 /- per day of absence.

3. System Administrator Rs 3000 /- per day of absence.

4. Database Administrator (DBA)

Rs 2500 /- per day per absent resource. At least one DBA resource is required to be present, else penalty of Rs 3000/- per day shall be levied on all DBAs.

5. Senior Software Developer & Software Developer

Rs 2000 /- per day per absent resource. At least Four developer resources are required to be present, else penalty of Rs 2500/- per day shall be levied on all absent developers.

6. Tester Rs 2000 /- per day per absent resource

7. Training Manager cum Technical Writer

Rs 1500 /- per day of absence.

8. Helpdesk Manager Rs 1500 /- per day per absent resource.

9. Help Desk Resources

Rs 500 /- per day per absent resource. At least four Help Desk resources are required to be present else penalty of Rs 1000/- per day shall be levied on all absent Help desk resources.

In case of non-availability of more than 10 resources in a day deployed as O&M

Team for 5 times in a month without a permission from Project Coordinator of RISL,

payment due for that quarter shall not be made. Additionally, penalties as mentioned

above for non-availability of resources (as applicable) shall be levied.

d. Penalty for attrition of key resources during the O&M period:

The Selected Bidder shall make sure that the key personnel involved in the study,

design, development, testing, deployment and operation & maintenance of the

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software solution are designated to the project for the entire project duration. In case,

any key person listed below leaves the project without one months’ notice and

approval from RISL, the following penalties shall be applicable:

Table 7.6: Penalty for attrition of key resources during the O&M period

S. No.

Resource Type Penalty

1. Business Analyst cum Project Manager

Rs 50,000 /- on second change and thereafter on every change.

2. Team Lead Rs 30,000 /- on second change and thereafter on every change.

3. System Administrator Rs 30,000 /- on second change and thereafter on every change.

4. Database Administrator Rs 30,000 /- on second change and thereafter on every change.

5. Senior Software Developer & Software Developer

Rs 25,000 /- on second change and thereafter on every change.

6. Tester Rs 25000 /- on second change and thereafter on every change.


Rs 2500/- on second change and thereafter on every

change.

8. Helpdesk Manager Rs 2500/- on second change and thereafter on every change.

9. Help Desk Resources Rs 2500 /- on third change and thereafter on every change.

However, for any resource replacement, if the selected bidder provides a better

resource in terms of profile and experience, the applicable penalty may be waived off

at complete discretion of RISL.

e. The review committee shall thoroughly examine the case before calculation of

penalty and reasons thereof. Delay in performance/ delivery of services for reasons

non-accountable to the selected bidder or due to reasons beyond control, may be

dealt with accordingly.

f. The maximum total penalty in any quarter (excluding non-availability of deployed

manpower/ resources/ personnel) shall not be more than 15% of the total amount

due for the quarter. Imposition of penalties amounting to 15% of the quarterly

contract value for a continuous period of 2 quarters shall be treated as non-

performance and beyond which the tendering authority may initiate action as per

RFP terms and condition for breach of SLA if not satisfied with the response given by

the selected bidder for reasons thereof. The tendering authority may also forfeit the

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PSD and also debar the Selected Bidder from bidding (for all types and form of bids)

for at least three years in RISL and DoIT&C.

8.2 ANNEXURE-2: RESOURCE DEPLOYMENT

1. Software Solution Development phase: The selected bidder shall deploy minimum

following resources at Onsite and Offshore for the development of Integrated Raj e-

Office Application within 15 days from the date of issuance of work order for the

period as specified in below Table Ann 2.1.

Table Ann 2.1: Development Team S.

No. Role

(Category)

No of Resour

ces

Experience Minimum number of

resource as part of

Onsite Dev. Team

Minimum number of

resource as part of

Offshore Dev. Team

1 Project Manager (A)

1 • B.E/ B.Tech/ MCA or higher degree in IT

• Having at least 10 years of post-qualification relevant work experience in design and development of customized IT applications

• 5+ years of project management experience working through the design, development, release (SDLC) cycle delivering software application projects & should have managed the projects in following technologies:

o RDBMS (SQL, Oracle, My SQL, Postgress SQL etc.)

o Web Technology: J2EE/ Advanced Java/ Microsoft .Net/ Sharepoint etc.

• Must have good understanding of Government Processes and IT automation initiatives in e-Governance Domain

1

Deploy 1 Project

Manager from project initiation till the Go-live of Phase-III of Integrated Raj e-Office Application

0

2 Business Analyst (A)



2

Deploy 1 Business

Analyst from project

initiation till

0

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No. Role

(Category)

No of Resour

ces


resource as part of

Onsite Dev. Team

Minimum number of

resource as part of

Offshore Dev. Team

• 5+ years of experience in requirement gathering & analysis, capturing existing business process of government & process re-engineering, preparation of SRS document.

the Go-live of Phase-II

of Integrated Raj e-Office Application

+ Deploy 1 Business

Analyst from project

initiation till approval of

SRS of Phase-III of Integrated

Raj e-Office Application


3 Team Lead (A)



• 3+ years of experience in leading a project through the design, development, release (SDLC) cycle delivering software application projects & should have experience in following technologies:



1

Deploy 1 Team Lead from project initiation till the Go-live of Phase-II


0

4 System Administrator (B)

1 • BE/ B.Tech/ MCA with minimum 5 Years of working experience as system administrator

1

Deploy 1 System

Admin. from

0

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No. Role

(Category)

No of Resour

ces


resource as part of

Onsite Dev. Team

Minimum number of

resource as part of

Offshore Dev. Team

SRS Approval of Phase-I till the Go-live of Phase-II


5 Database Administrator (B)

2 • BE/ B.Tech/ MCA with minimum 5 Years of working experience as database administrator

• Oracle/Microsoft certified Database Administrator

1

Deploy 1 Database

Admin. from SRS

Approval of Phase-I till the Go-live of Phase-II


1

Deploy 1 Database

Admin from SRS



6 Senior Software Developer (B)

5 • BE/ B.Tech/ MCA with minimum 5 Years of development experience in J2EE/ Advanced Java, .net etc.

2

Deploy 1 Sr. Software

Developer from SRS



3

Deploy 1 Sr. Software

Developer from the

SRS approval of Phase-I till the Go-Live of Phase-III of Integrated Raj e-Office Application.

+ Deploy 1 Senior

Developer from the

SRS approval of Phase-II till the Go-Live of Phase-II

of Integrated Raj e-Office

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No. Role

(Category)

No of Resour

ces


resource as part of

Onsite Dev. Team

Minimum number of

resource as part of

Offshore Dev. Team Application.

+ Deploy 1 Senior

Developer from the

SRS approval of Phase-III till the Go-Live of Phase-III of Integrated Raj e-Office Application.

7 Software Developer (B)


5

Deploy 5 Software

Developer from SRS



6

Deploy 2 Software

Developer from the

SRS approval of Phase-I till the Go-Live of Phase-III of Integrated Raj e-Office Application.

+ Deploy 2 Software

Developer from the

SRS approval of Phase-II till the Go-Live of Phase-II

of Integrated Raj e-Office Application.

+ Deploy 2 Software

Developer from the

SRS

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No. Role

(Category)

No of Resour

ces


resource as part of

Onsite Dev. Team

Minimum number of

resource as part of

Offshore Dev. Team approval of Phase-III till the Go-Live of Phase-III of Integrated Raj e-Office Application.

8 Test Lead (B)

1 • BE/ B.Tech/ MCA with minimum 7 Years of testing experience

• Must have experience in online & offline testing tools, load testing, regression testing & other prominent black & white box testing techniques

0 1

Deploy 1 Test Lead from SRS

Approval of Phase-I till the Go-live of Phase-III of Integrated Raj e-Office Application

9 Tester (B) 2 • BE/B.Tech./MCA with minimum 4 Years of testing experience


1

Deploy 1 Tester from



1

Deploy 1 Tester from



10 Help Desk Manager (B)

1 • Any Graduation with minimum 4 Years of experience in managing helpdesk of handling similar profiles in providing IT related services

• Diploma/ certificate course confirming computer/IT literacy (eg. RSCIT)

1

Deploy 1 Helpdesk Manager

from Go-Live of Phase-I till the Go-live of Phase-II


0

11 Helpdesk Resources (B)

2 • Graduate in any discipline


2

Deploy 2 Helpdesk

0

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No. Role

(Category)

No of Resour

ces


resource as part of

Onsite Dev. Team

Minimum number of

resource as part of

Offshore Dev. Team

Support Engineer

from Go-Live of Phase-I till the Go-live of Phase-II


Total Resources

29 17 12

2. Operations and Maintenance (O&M) phase: The selected bidder shall deploy

minimum following resources at Onsite and Offshore for the Operations & Maintenance

of Integrated Raj e-Office Application for 3 years from the date of Go-live of Phase-II of

Integrated Raj e-Office Application as specified in below Table Ann 2.2.

Table Ann 2.2: Operations & Maintenance (O&M) Team S.

No. Role Minimu

m numbe

r of Resour

ces

Experience Minimum number

of resource as part of

Onsite O&M Team

Minimum number

of resource as part of Offshore

O&M Team

1. Business Analyst/ Project Manager



• 5+ years of experience in requirement gathering & analysis, capturing existing business process of government & process re-engineering, preparation of SRS document

1 0

2. Team Lead


• Having at least 7 years of post-qualification relevant work experience in design and development of customized IT

1 0

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No. Role Minimu

m numbe

r of Resour

ces



Onsite O&M Team

Minimum number


O&M Team

applications

• 3+ years of experience in leading a project through the design, development, release (SDLC) cycle delivering software application projects & should have experience in following technologies:



3. System Administrator

1 • BE/ B.Tech/ MCA with minimum 5 Years of working experience as system administrator

1 0

4. Database Administrator

2 • BE/ B.Tech/ MCA with minimum 5 Years of working experience as database administrator

• Oracle/Microsoft certified Database Administrator

1 1

5. Senior Developer


1 1

6. Developer


3 2

7. Tester 2 • BE/ B.Tech/ MCA with minimum 4 Years of testing experience


1 1


1 • Any Graduation with minimum 4 Years of experience in writing manuals/ documentation for IT application & preparation of training material for different users

• Proficiency in Hindi and English

0 1

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No. Role Minimu

m numbe

r of Resour

ces



Onsite O&M Team

Minimum number


O&M Team

Computer Typing

• Knowledge of development & project lifecycle

9. Helpdesk Manager

1 • Any Graduation with minimum 4 Years of experience in managing helpdesk of handling similar profiles in providing IT related services

• Diploma/ certificate course confirming computer/ IT literacy (eg. RSCIT)

1 0

10. Helpdesk Resources

6 • Graduate in any discipline


6 0

Total Resources

22 16 6

Note 1: The Selected Bidder shall deploy the minimum number of resources which shall

work from onsite and offshore as per deployment plan as mentioned in above tables

(Table Ann 2.1 & Table Ann 2.2). The selected bidder would be allowed to depute

offshore team members to work at onsite. The selected bidder may increase the team

size as per requirement and would be required to depute offshore team members onsite

as and when required to accomplish the task with quality and to meet timelines and

SLA’s without additional cost to purchaser. The Selected bidder would also submit an

undertaking periodically (preferably quarterly) confirming that the resource deployed at

offshore were present in the office and had worked on the Integrated Raj e-Office

Application project.

Note 2: RISL shall provide working space with necessary furniture, electric and internet

connectivity to the onsite development team. However, the selected bidder shall be

responsible for providing IT infrastructure to be used by its onsite development team

during application development phase.

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Note 3: RISL shall provide working space with necessary furniture, electric and internet

connectivity along-with Desktop/Laptop, as per available configuration, to the Operation

& Maintenance team deployed onsite by selected bidder during O&M Phase.

Note 4: All Roles except Tester, Training Manager cum Technical Writer, Helpdesk

Manager and Helpdesk Resources has to be on Bidder’s permanent payroll. The Bidder

may hire Tester, Training Manager cum Technical Writer, Helpdesk Manager and

Helpdesk Resources on contractual payroll for the project. In this regard, the selected

bidder shall submit an HR undertaking on quarterly basis that the resources deployed

onsite & offshore for Integrated Raj e-Office application project are on bidder’s payroll

and their type of payroll.

Note 5: The procuring entity may conduct monthly/ quarterly review meetings to monitor

the development and implementation progress of the Integrated Raj e-Office Application

with key resources deployed at Onsite and Offshore. The Selected Bidder shall ensure

that the key team members participate in the meetings. The travelling and other

expenses towards the Team members of offshore team visiting RISL to participate in

such meetings would be borne by the selected bidder. The Purchaser may also conduct

review meetings with offshore team through video conferencing.

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8.3 ANNEXURE-3: TECHNOLOGY STACK

1. It is suggested that the technology stack, available with RISL as part of RSDC

Infrastructure, as mentioned below may be utilized for the purpose of development of

Integrated Raj e-Office Application.

i. MS-Windows Server 2012 R2 w/SP1 x64

ii. MS-SharePoint Server 2013 w/SP1 x64

iii. MS-SQL Server 2014 Enterprise Edition x64

iv. MS-Exchange Server 2013 w/SP1 x64

v. MS-Lync Server 2013 x64

vi. IBM Enterprise Service Bus

vii. Adobe e-Forms Application (mandatory for use in proposed Raj e-Office

application)

2. All necessary licenses of the above mentioned technology stack, available with RISL

as part of RSDC Infrastructure, will be provided by Purchaser. The available

technology stack may be shared with other government applications.

3. Bidder may propose the development of Integrated Raj e-Office Application using

any other similar/ better technology/ products provided:

i. Proposed technology/ products should be capable of meeting requirements

as defined in RFP which will be assessed by Technology Evaluation

Committee during technical bid evaluation phase.

ii. Bidder shall provide enterprise wide perpetual licenses (to be used by citizen

and employees of all state government departments/ organizations) of

proposed technology/ products without any client/ user access license

limitation as well as restriction. Proposed technology/ products licenses, as

applicable, should be in the name of Purchaser and support at least 10,000

concurrent users along with 5 years OEM support from date of Supply/

installation at RSDC, Jaipur.

iii. Bidder must include the cost of proposed technology/ products licenses in the

offered cost of application development cost.

iv. The proposed technology/ products licenses may also be utilised by other

offices/ departments/ organisations of Government of Rajasthan for

development of other applications.

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4. Bidder may also propose other better solutions/ COTS application to be integrated

with Integrated Raj e-Office application. In such case bidder shall ensure

i. Proposed solutions/COTS application should be capable of meeting

requirements as defined in RFP which will be assessed by Technology

Evaluation Committee during technical bid evaluation phase.

ii. Bidder shall provide enterprise wide perpetual licenses (to be used by citizens

and employees of all state government departments/ organizations) of

proposed solutions/COTS application without any client/ user access license

limitation as well as restriction. Proposed solutions/COTS application

licenses, as applicable, should be in the name of Purchaser and support at

least 10,000 concurrent users along with 5 years OEM support from date of

Supply/ installation at RSDC, Jaipur.

iii. Bidder must include the cost of proposed solutions/COTS application licenses

in the offered cost of application development cost.

iv. The proposed solutions/COTS application licenses may also be utilised by

other offices/ departments/ organisations of Government of Rajasthan for

development of other applications.

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6.22 Change Orders and Contract...

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