NATIONAL INFORMATION TECHNOLOGY BOARD

NATIONAL INFORMATION TECHNOLOGY BOARD

Request for Proposal (RFP)

For

Supply, Installation, Configuration & Commissioning

of

Enterprise-Level Communication & Collaboration Unified Platform

&

e-Office Mobile Application

Two-Stage: Two-Envelope

Bidding Procedure

Government of Pakistan

October, 2020

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Request for Proposal

Data Sheet

Bid Selection Method Two stage- Two Envelope: The method of selection is:

Quality and Cost Based Selection (QCBS). RFP is available

on https://nitb.gov.pk and https://www.ppra.org.pk

Bid Security 2% bid security of the total quoted price

Deliverables Installation, configuration and commissioning of Unified Platform for Enterprise-Level Communication & Collaboration.

Customization of Unified Platform for Enterprise-Level Communication & Collaboration.

Development of e-Office Mobile App. Inception Report, Training materials Source code, packages, Licenses& related training and

technical documentation Fortnightly Progress Reports SRS, functional specifications, Architecture Diagrams. All other document/material/tools/software’s

/Packages etc. mentioned in this RFP.

Contact Person For queries/ clarifications, if any please contact:

Project Director (Smart Office)

[email protected]

Language Proposals should be submitted in English language.

Currency All prices should be quoted in Pak Rupees.

Estimated Time 30 Weeks (calendar days) from the award of the contract.

Taxes The price should include all applicable taxes.

Proposal Validity Proposals must remain valid for 180 days after the

submission date.

Bidder must submit Two (02) copies of both technical and financial proposals

(one original and one photocopy)

A printable and searchable PDF copy in a CD/ USB flash

drive of technical proposal.

Technical and financial proposals should be submitted in

separate envelops and CD/USB must be part of technical

proposal and should be clearly marked.

Proposal Submission

Address

Plot # 24, B, Street No 06, Sector H-9/1, Islamabad.

Submission Date & Time Both Technical proposal & Financial bid must be submitted

in two different sealed envelopes on or before 27th October,

https://nitb.gov.pk/

https://www.ppra.org.pk/

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2020 at 1500hrs. Pre-Bid Meeting 20th October, 2020 11:00

AM.

Table of Contents

1 About National Information Technology Board (NITB). .......................................................... 5

2 Objective of the RFP. ............................................................................................................. 5

3 General Terms & Conditions .................................................................................................. 5

Scope of Work and Timeframe ................................................................................................... 5

Eligible responding organizations – ROs ..................................................................................... 5

General Instructions for the ROs ................................................................................................ 6

Preparation of Bids .................................................................................................................... 8

Award of Contract ................................................................................................................... 10

Pre-Bid Conference ................................................................................................................. 10

Submission of Bids .................................................................................................................. 10

Evaluation and Comparison of Bids .......................................................................................... 10

Payment Milestones ................................................................................................................ 12

4 Scope of Project .................................................................................................................. 14

Lot -1: Unified Platform for Enterprise-Level Communication & Collaboration ..................................... 14

4.1 Interactive Workflows ............................................................................................................. 14

4.2 Public and Private Groups Feature ........................................................................................... 15

4.2.1 Public Group ........................................................................................................................ 15

4.2.2 Private Group ...................................................................................................................... 15

4.3 Deep Search ............................................................................................................................ 15

4.4 Context Aware Thread ............................................................................................................. 16

4.5 Notification Center .................................................................................................................. 16

4.6 Image & Text Polls ................................................................................................................... 16

4.7 Advanced Filters on Activity/News Feed .................................................................................. 16

4.8 Tag Feature ............................................................................................................................. 16

4.9 Native Mobile Apps ................................................................................................................. 17

4.10 Acknowledgement Flow .......................................................................................................... 17

4.11 Administrative Controls ........................................................................................................... 17

4.11.1 Basic Controls ...................................................................................................................... 17

4.11.2 User Management ............................................................................................................... 17

4.11.3 Group Management ............................................................................................................ 18

4.11.4 Content Management .......................................................................................................... 18

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4.12 Security ................................................................................................................................... 19

4.13 Integration & Customization .................................................................................................... 20

4.14 Scalability ............................................................................................................................... 20

Phase – II ........................................................................................................................................... 20

Workflows for Managing Complex Approval ....................................................................................... 20

4.15 Workflows for Managing Complex Approval & Requisition Processes ....................................... 20

4.16 Workflows for Utility Services .................................................................................................. 21

Smart Messaging Application Module with Video & Voice Calling ......................................................... 21

4.17 Voice/Video Calling & Chat ...................................................................................................... 21

4.18 Security ................................................................................................................................... 21

4.19 Team Directory ....................................................................................................................... 21

4.20 Native Mobile Applications & Web Application ........................................................................ 22

4.21 SMPP Service .......................................................................................................................... 22

4.22 Video Conferencing ................................................................................................................. 22

4.23 Group Call Communication ...................................................................................................... 22

4.24 Flexible collaboration (anytime, anywhere) ............................................................................. 22

4.25 Call transfer and auto connect ................................................................................................. 23

4.26 Instant messaging encryption .................................................................................................. 23

4.27 IPv6 support for SIP and XMPP ................................................................................................ 23

4.28 Media relaying with the TURN protocol ................................................................................... 23

4.29 Integration of Chat app with Collaboration suite ...................................................................... 23

4.30 24/7 Support ........................................................................................................................... 23

4.31 Lot-II Development of e-Office Mobile APP .............................................................................. 23

4.31.1 High level objectives: ........................................................................................................... 24

5 Non-Functional Requirements ............................................................................................. 25

5.1 Change Management .............................................................................................................. 25

5.2 Solution Flexibility ................................................................................................................... 25

5.3 Usability ................................................................................................................................. 25

5.4 Security & Privacy ................................................................................................................... 26

5.5 Hardware & Hosting Environment ........................................................................................... 26

5.6 Training & Staging Environment .............................................................................................. 26

5.7 Help desk Support ................................................................................................................... 26

6 Source Code and Patent....................................................................................................... 26

7 Settlement of Disputes ........................................................................................................ 27

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8 Force Majeure ..................................................................................................................... 27

9 Penalty ............................................................................................................................... 27

10 Technical Evaluation Criteria ............................................................................................ 28

11 Technical Compliance ....................................................................................................... 33

BID FORM-01 ..................................................................................................................................... 34

BID FORM-02 ..................................................................................................................................... 35

BID FORM-03 ..................................................................................................................................... 36

BID FORM-04 ..................................................................................................................................... 37

BID FORM-05 ..................................................................................................................................... 38

BID FORM-06 ..................................................................................................................................... 39

1. SLA during Warranty & Maintenance Support ..................................................................... 40

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1 About National Information Technology Board (NITB).

National IT Board (NITB) is an attached department of Ministry of Information & Telecommunication with the aim to address the operational challenges of all government departments and Ministries. NITB specializes in key automation, design, development, and implementation of robust IT technologies to promote the e-governance culture in all public departments and holistically develop plans, technologies, and infrastructures to boost the performance of the public sector.

2 Objective of the RFP.

To provide a digital platform of services where government organizations users would be able to collaborate with each other over a secured communication channel, along with underlying information technology capabilities to enable the information flow seamlessly across government agencies and programs for providing high-quality citizen services.

3 General Terms & Conditions

Scope of Work and Timeframe

1. Supply, Installation, Configuration & Commissioning of Unified Platform for Enterprise-Level

Communication & Collaboration for Government Offices in Federal territory through NITB.

2. Development of e-Office Mobile app (Android + iOS).

Lot -1

Milestones Time Period

Phase 1: Installation, configuration and commissioning of Unified Platform for Enterprise-Level Communication & Collaboration with basic features of smart messaging application (as mentioned in Phase -2 ).

Ten (10) to twelve (12) weeks from the date of signing of contract / issuance of work/purchase order.

Phase 2: Implementation of Pre-defined Workflows for Managing Complex Approval & Requisition Processes and smart messaging with Video & Voice calling along with its integration with Unified Platform for Enterprise-Level Communication & Collaboration (implemented in Phase-1).

Twenty Four (24) to Thirty (30) Weeks from the completion (FAC) of Phase-1.

Lot -2

Milestones Time Period Development of e-Office Mobile App (Android & iOS). Twenty-four (24) to thirty (30) weeks from the

date of signing of contract/issuance of work/purchase order.

Eligible responding organizations – ROs

2.2.1. In order to be eligible, the firm(s) should be registered or incorporated as per the law of the land where it originates, and submit the valid Registration or Incorporation Certificate, Income Tax Clearance/Submission Certificate.

2.2.2. In addition, the applicant shall submit ‘Self Declaration’ mentioning their eligibility, non-conflict of interest, non-receipt of any punishment while doing software development business or any other business including any kind of debarment by any Governmental or national or international organizations and litigation history (if any).

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2.2.3. In case of Joint Venture (JV), the lead partner shall be the Software Development Firms, whereas other partner(s) should be Software Development firm or Information Technology Firms or Software Implementation Firms. Any other composition or constitution shall not be entertained.

2.2.4. In case of a Joint Venture, all the partner firms shall submit Joint Venture Agreement between the JV partners duly signed by authorized signatories & stamped with company seal of each member of JV & clearly mentioning name of the lead firm, name of JV partners, role and responsibility of each JV partner, share percentage of each members, and names and signatures of the authorized signatories. A power of attorney of authorized signatories in the JV from their respective firms with signature and seal. Not more than one JV will be allowed.

2.2.5. The RO must provide on letter head, Name of organization, details of offices across Pakistan and location of Head office, size of company (number of employees), and number of years of being incorporated.

2.2.6. Alternative proposals are not allowed.

General Instructions for the ROs

2.3.1. The prospective applicant firm requiring any clarification on this RFP may seek clarification by contacting the NITB during working hours (09:00AM – 05:00 PM) prior to at least three days of the deadline for submission of bids at the address given below:

Project Director

Smart Office

National IT Board Plot No 24B, Street No 06, Sector H-9/1, Islamabad, Pakistan Tel: +92519265065 Email: [email protected] CC: [email protected]

2.3.2. At any time prior to the deadline for the submission of the bidding document, NITB may amend the RFP clauses, for any reason, whether on its own initiative or in response to a clarification requested by an applicant. Any of such amendments shall be notified on the website of the PPRA and NITB, and to all those applicants who had filed/submitted an application before such date through e-mail mentioned on the outside of the envelope containing such application. All such applicants shall be required to acknowledge the receipt of any amendment within three business days of such receipt, and consequently shall be allowed to submit the revised application; otherwise, NITB shall assume that the information contained in the amendment has already been taken into account by the applicant in its already filed application. All other prospective applicants (who still haven’t filed/submitted bids application till the time of notification of amendment), or if their application is still on the way (through courier service), shall make necessary changes in their applications if necessary/required. In all these cases, only the amended/revised applications shall be opened.

2.3.3. RO shall bear all the costs associated with the preparation and submission of Bids.

2.3.4. If an applicant believes that any portion of the submittal is to be treated in confidence, he shall identify such information clearly in the submittal. NITB will make every effort to treat such documents in confidence as far as possible.

2.3.5. The RO shall not be permitted to withdrawn the BID after the deadline.

2.3.6. The RO shall be responsible for payment of any duties/taxes etc. that are imposed by the GOP during the currency of the project. The Financial bid must indicate G.S.T and all kind of associated taxes as per GOP. The RO is hereby informed that the Government shall deduct tax at the rate

mailto:[email protected]

mailto:[email protected]

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prescribed under the tax laws of Pakistan, from all payments for services rendered by any responding organization who signs a contract with the Government.

2.3.7. The completed Bid documents must be submitted to the NITB through courier at the address specified in section 2.3.1 before 1500 hrs. Pakistan Standard Time (GMT +5) on 27th October, 2020. The completed Bid documents received by the NITB after the deadline shall be considered late and shall be summarily rejected. If the deadline specified herein falls on a government holiday, the deadline shall be extended automatically to the next working day at the same hours.

2.3.8. The completed Bid documents received by the due date and within the time specified in section 2.3.6, shall be opened at 1500 hrs. The same day, in the presence of the applicants or their authorized representatives who so ever wish to attend the opening event. Absence of the applicants or their authorized representative(s), however, shall not obstruct or prevent the opening of the Bid in any way. Applicants’ each designated representative must bring a letter from the applicant stating that he/she is authorized to represent the applicant for the public opening of the Bid document. Applicants or their authorized representatives who are present at the time of opening shall sign in a register evidencing their presence.

2.3.9. The NITB shall shortlist the Applicant Firms based on the eligibility parameters and evaluation criteria prescribed herein after. Anything not mentioned in this document regarding the Bid process shall be governed by the prevailing Public Procurement Rules and GoP Regulations.

2.3.10. The RO should be certified direct partner of the Principal/OEM and must attach partnership letter along with authorization (MAF) for participation in this bid (if applicable).

2.3.11. All ICT products and services to be supplied under the contract shall have their country of origin in eligible source countries as per government policy.

2.3.12. The Bid shall comprise two envelopes submitted simultaneously, one containing the Technical Proposal/Bid and the other the Financial Proposal/Bid, and both the envelopes enclosed together in an outer single envelope.

2.3.13. The RO must ensure that onsite installation & relevant services to be provided directly by Principal’s engineers/staff.

2.3.14. The RO may participate in any of the Lot(s) separately or in-bundle. However, RO must ensure its seamless integration with solutions in other Lots.

2.3.15. Project completion certificates of all related and non-related IT projects should be provided.

2.3.16. The proposed solution (Lot-1) must be implemented nationally and in public sector for at-least 5000 users.

2.3.17. In case RO is participating with Principal/OEM, it must demonstrate OEM’s registered offices in Pakistan (Preferably in Islamabad) or through local JV with at least 40% share.

2.3.18. At least 30 % of the Technical Team (Solution development team) of proposed solution must be based in Pakistan.

2.3.19. The OEM must extend direct on-site/off-site support for at least five (5) years after contract signing. (List of Technical Resources must be provided with Technical Proposal)

2.3.20. The proposed solution must be implemented within Pakistan and have capability to implement on NITB proposed Data Center(s). Proposal with application/data hosting from outside Pakistan will be directly rejected.

2.3.21. Detail CV’s of Technical Resources must be provided with Technical Proposal.

2.3.22. Applicant firm shall not propose alternative Key Experts. Only one CV shall be submitted for each Key Expert position. Failure to comply with this requirement will make the Proposal non-responsive.

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2.3.23. The documentary evidence of the Bidder’s qualifications to perform the contract, if its bid is accepted, shall establish to the NITB’s satisfaction that the Bidder meets each of the qualification criterion specified.

2.3.24. Standards for workmanship, process, material, and equipment, as well as references to any brand names or catalogue numbers specified in the RFP, if essential to complete an otherwise incomplete specification, are intended to be descriptive only and not restrictive. The Bidder may offer other standards of quality, brand names, and/or catalogue numbers, provided that it demonstrates, to the NITB satisfaction, that the substitutions ensure substantial equivalence or are superior to those specified.

2.3.25. For major items of ICT products and services as listed in the RFP, which the Bidder intends to purchase or subcontract, the Bidder shall give details of the name and nationality of the proposed Subcontractors, including manufacturers, for each of those items. In addition, the Bidder shall include in its bid information establishing compliance with the requirements specified by the NITB for these items. Quoted rates and prices will be deemed to apply to whichever Subcontractor is appointed, and no adjustment of the rates and prices will be permitted.

2.3.26. NITB reserves the right to reject all the bids at any time prior to Contract award, without thereby incurring any liability to the Bidders. In case of annulment, all Bids submitted and specifically, bid securities, shall be promptly returned to the Bidders.

Preparation of Bids

2.4.1. The Bid Bond to be enclosed in a separate envelope, labelled as “Bid Bond”, and which should be sealed. It must be ensured that bid bond should not be in the same envelope as the financial proposal. In the technical bid, RO must confirm on company’s letter head that the Bid Bond is being submitted as required by NITB.

2.4.2. Envelope for financial proposals should clearly mark: “Financial Proposal”. Two hard copies of Technical Proposal and Financial proposal are required. All items in the (Statement of Work) must be listed and priced separately in the Price Schedules. If a Price Schedule shows items listed but not priced, their prices shall be assumed to be included in the prices of other items.

2.4.3. Prices quoted by the Bidder shall be fixed during the Bidder’s performance of the Contract and not subject to variation on any account, unless otherwise specified. A Bid submitted with an adjustable price quotation shall be treated as nonresponsive and shall be rejected.

2.4.4. Main Envelope for Technical proposal should clearly mark “Technical Proposal”. Main envelope for technical proposal should contain 02 hard copies and soft copy of the technical proposal (each being physically separated, bound, sealed and labelled as “Technical Proposal”). Each envelope should contain similar supporting documents. Soft copy of Technical proposal must be provided along with bid envelopes. The soft copy must be 100% similar to the Hard copy.

2.4.5. Initial evaluation/screening will be done as per Mandatory Requirements, Details of required solution is mentioned in Scope of Work section and technical evaluation will be done as per mentioned Technical Evaluation Criteria. Responding Organizations should provide all details in required templates provided under:

2.4.5.1. Mandatory Requirements for Initial Screening.

2.4.5.2. Details of required solution as mentioned in Scope of Work.

2.4.5.3. Details pertaining to Technical Evaluation.

2.4.5.4. Financial Proposal as prescribed in Financial Evaluation.

Qualification at Mandatory requirements will to second stage of evaluation, proposal fails to

clear any stage will be consider rejected.

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2.4.6. RO should duly fill in and submit the Bid Forms (01, 02, 03, 04)

2.4.7. RO must quote for complete solution elaborated in Scope of Project. Complete project must be delivered within mentioned timelines.

2.4.8. A bid security, in the shape of a Pay Order/Demand Draft in the name of Project Director (Smart Office), National Information Technology Board, equivalent to 2% of the total price quoted. If applied for all the lots the Bid security shall be 2% of all the lots total. The bid security shall be valid for 30 days beyond the original validity period.

2.4.9. A Bid submitted by a Joint venture shall be signed so as to be legally binding on all partners.

2.4.10. Any amendments such as interlineations, erasures, or overwriting shall be valid only if they are signed or initialed by the person signing the bid.

2.4.11. The outer envelopes and the inner envelopes containing the Technical Bids shall bear a warning not to open before the time and date for the opening of Technical Bids.

2.4.12. The NITB shall open the Technical Proposal in public at the address, on the date and time specified in the BDS in the presence of Bidders’ designated representatives and anyone who chooses to attend.

2.4.13. The Financial Proposal shall remain unopened and will be held in custody of the NITB until the time of opening of the Revised Technical Proposal. The Initial and Supplementary Financial Proposals of technically qualified firms will be opened as per the date, time and venue communicated to them.

2.4.14. The Bidder shall prepare the proposal in accordance with the procedure described under Rule 36 and particularly 36(d) of Public Procurement Rules, 2004

2.4.15. The original and all copies of the Bid shall be typed or written in indelible ink and shall be signed by a person duly authorized to sign on behalf of the Bidder. This authorization shall consist of a written confirmation as specified in the RFP and shall be attached to the Bid. The name and position held by each person signing the authorization must be typed or printed below the signature. If a Bidder submits a deficient authorization, the Bid shall not be rejected in the first instance. The NITB shall request the Bidder to submit an acceptable authorization within 05 working days. Failure to which will lead to the rejection of the Bid.

2.4.16. An abnormally low bid is one where the bid price, in combination with other elements of the bid, appears to be so low that it raises concerns as to the capability of the Bidder to perform the contract for the offered bid price, if found abnormally low bid, NITB will undertake three step review:

Identify abnormally low costs and unit rates by comparing them with a) bid price with the bids offered by other bidders submitting substantially responsive bids, or b) comparing the bid price with prices paid in similar contracts in the recent past, by government organization in the country.

Clarify and analyze the bidder’s resource inputs, price determination/pricing, including overheads, contingencies and profit margins; and

decide whether to accept or reject the bid.

2.4.17. RO shall submit and affidavit that it is not blacklisted by any Federal or Provincial Public sector organization.

2.4.18. All proposal and price shall remain valid for a period of 180 days from the closing date of the submission of the proposal. However, the responding organization is encouraged to state a longer period of validity for the proposal. In exceptional circumstances NITB may request for extension of bid validity period, bidder may refuse without fortifying its bid security.

2.4.19. All currency in the proposal shall be quoted in Pakistan Rupees (PKR).

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2.4.20. The successful vendor shall be required to deposit in the form of a Bank Guarantee, a Performance Bond upon execution of the contract, a sum equivalent to Ten percent (10%) of the contract value, this Bank Guarantee shall be issued by a scheduled bank operating in Pakistan and shall be kept valid from the date of issue, and should cover the warranty period after all contractual obligations have been fulfilled.

2.4.21. RO must extend direct support from OEM for a period of three (3) years. Original letter from OEM must be attached with bid stating SLA terms as required in scope of work.

2.4.22. The end user licenses, end user warranties and end user contracting support services will be in the name of end customer.

2.4.23. RO should clearly indicate the duration of implementation (MUST be in requested timeframe) after the award of contract. Any deviation from required timeframe may lead to rejection of bid.

Award of Contract

2.5.1. The negotiations will be held at the date and address indicated in the RFP or as communicated by NITB with the Firms representative(s) who must have written power of attorney to negotiate and sign a Contract on behalf of the Firm/JV.

2.5.2. NITB shall prepare minutes of negotiations that are signed by the NITB and the Firm/JVs authorized representative.

2.5.3. The NITB shall award the Contract to the Bidder whose offer has been determined successful

2.5.4. At the time the Contract is awarded, the NITB reserves the right to increase or decrease the quantity of IT products and services originally specified in Statement of Work, provided this does not exceed the percentages indicated in the RFP, and without any change in the unit prices or other terms and conditions of the Bid and the RFP Document.

2.5.5. Until a formal contract is prepared and executed, the notification of award shall constitute a binding Contract.

2.5.6. Promptly after notification, NITB shall send to the successful Bidder the Contract Agreement.

2.5.7. Within 15 days of receipt of the Contract Agreement, the successful Bidder shall sign, date, and return it to the NITB.

2.5.8. Within 15 days of the receipt of notification of award from the NITB, the successful Bidder shall furnish the Performance Security in accordance with the NITB.

2.5.9. Failure of the successful Bidder to submit the abovementioned Performance Security or sign the Contract Agreement shall constitute sufficient grounds for the annulment of the award and forfeiture of the bid security or execution of the Bid-Securing Declaration. In that event, the NITB may award the Contract to the second Lowest Evaluated Bidder.

Pre-Bid Conference

2.6.1. A Bidders’ conference will be held in the premises of National Information Technology Board, 24-B, Street 6, Sector H-9/1, Islamabad on 20th October, 2020 at 11:00 AM. All queries relating to RFP should be faxed or e-mailed to at least 02 days before the bidders’ conference. Answer to the submitted queries shall be given on priority basis in the conference.

Submission of Bids

2.7.1. Proposals shall be delivered by hand or courier to reach the address given below by the last date indicated for submission. Proposals received by fax or email shall not be accepted.

Evaluation and Comparison of Bids

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2.8.1. Method of Selection: Two Stage-Two Envelop Procedure as per PPRA rules 2004. Method of Evaluation: Quality and Cost Based Selection. The weight given to Technical and Financial proposals are: Technical = 70 % Financial= 30 %The Bidder must comply with all mandatory requirements for initial screening. Non-compliance with any of the mandatory requirements may result in the rejection of the bid.

Initially only ‘Technical Proposal’ shall be opened, whereas ‘Financial Proposal’ shall be retained unopened.

At the first stage, only the Technical Proposals shall be opened to check for the responsiveness and conformance with mandatory criteria/requirements.

The technical proposals shall be discussed with the bidders, if required, with reference to NITB mandatory criteria/requirements.

Those bidders willing to meet the requirements of the NITB shall be allowed to revise their technical proposal following such discussions.

Comments/discussions on the Original Technical Proposals shall be held not later than 15 days after the submission of proposal.

The bidders not willing to conform their technical proposal to the revised requirements of the NITB, shall be allowed to withdraw their respective bids without forfeiture of their bid security.

After agreement between the NITB and the bidders on the technical requirements, bidders who are willing to conform to the revised technical specifications/requirements and whose bids have not already been rejected shall submit a Revised Technical Proposal and Supplementary Financial Proposal, according to the technical requirements.

Last date for the submission of Revised Technical Proposal and Supplementary Financial Proposal will be communicated later.

The Revised Technical Proposal shall be examined as per the evaluation criteria. Original and Supplementary Financial Proposals shall be opened only for those bidders who succeeded in obtaining the minimum passing marks as mentioned in the evaluation criteria. Whereas, the Original and Supplementary Financial proposal of those bidders who fail to obtain minimum passing marks shall be returned unopened.

Revised Technical Proposal, Original and Supplementary Financial Proposals shall be opened in the presence of representatives, (if they ensure presence at the bid opening time) of the shortlisted firms as per the time and venue to be communicated by the NITB. Irrespective of presence of any or all the representatives of the bidders, the scenario shall be treated as public opening.

2.8.2. The Bidder must comply with all mandatory requirements for initial screening. Non-compliance with any of the mandatory requirements may result in the rejection of the bid.

2.8.3. The total points for bid evaluation are 1000 out of which the technical bid will carry 700 points and financial will be weighed 300 points.

2.8.4. Technical bids will be evaluated as per given criteria in Technical Evaluation Section. The bidder will be declared technically qualified if score of technical factors is 70% or more.

2.8.5. The financial bids will be opened only of those firms who will be technically qualified.

2.8.6. The maximum points of financial bids will be allotted 30 to the lowest price bid that is opened and compared among those invited firms which obtain the threshold points in the evaluation of the technical component. All other price bids will receive points in inverse proportion to the lowest price using following method:

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Price Score = (30 x Lowest Bid Price) / Price Score of Bidder

Example: 1st Lowest Bid Price = 1000 2nd Lowest Bid Price = 1050 Price Score of 1st Lowest Bidder = (30 * 1000)/1000 =30.00 Price Score of 2nd Lowest Bidder = (30 * 1000)/ 1050= 28.57

Payment Milestones

Lot -1

Sr. No. Description Project Milestone Payment Terms (% of respective

milestone)

Phase -1

1.

Software Delivery (Provision of Unified Platform for Enterprise-Level Collaboration & Communication)

Acceptance by NITB 30%

2. Installation, configuration and commissioning


3. User Acceptance Testing (Final Acceptance Certificate)


4. End User Training Acceptance by NITB 10%

Phase -2

5. Requirement Gathering & Elicitation of Workflows for Managing Complex

Approval & Requisition Processes. Acceptance by NITB

10%

6. Software Requirement Specifications Acceptance by NITB 10%

7. Functional Specifications Acceptance by NITB 20%

8.

Software Delivery Implementation of Workflows for Managing Complex Approval &

Requisition Processes and Smart

Messaging Application with its integration with Phase – 1

Acceptance by NITB

30%



10. Training (Workflows Administration) Acceptance by NITB 10%

Support & Maintenance (3 years)

11. Service Level Agreement for Regular Feature Updates and Security Patches

Annually after delivery and acceptance by NITB

100%

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Lot-II

Sr. No. Description Project Milestone Payment Terms (% of respective

milestone)

1. Requirement Gathering & Elicitation of e-Office Mobile App (Android & iOS)


2. Software Requirement Specifications Acceptance by NITB 10% 3. Functional Specifications Acceptance by NITB 20%

4. Software Delivery e-Office Mobile App (Android & iOS)




6. Training (Workflows Administration) Acceptance by NITB 10%

Payment Terms

All the Licenses should be perpetual.

The user based/service/functions based costing shall not be allowed. However, enterprise based (per

core) licensed may be entertained.

Use the prescribed format (Form-06) for Financial Proposal. Procurement of any required license(s)

shall be the responsibility of vendor, and the cost shall be included in the financial proposal.

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4 Scope of Project

Phase -1 Lot -1: Unified Platform for Enterprise-Level Communication & Collaboration

NITB is seeking for a unified communication & collaboration tool to streamline work communication that allows employees to collaborate, share and organize their work using modern tools. The solution will be required for more than 20,000 users and will be deployed in different ministries and departments of Government of Pakistan. The required tool will be used as single platform where organizations related communication will be recorded.

The proposed solution should have the capability of prioritizing, managing and escalating the issues of relevant departments, and providing effective coordination between different teams and early resolution of issues keeping the management informed at the same time.

It should serve as a knowledge base for all inter-department and intra-department communication and information sharing which will help in taking proactive measures in order to achieve the desired bottom line of the government departments.

It should incorporate all necessary requirements for implementing a complete digital workspace solution. All information will be stored on a single platform rather than being distributed over different apps which will be easily accessible to users resulting in minimized overall time spent and improved productivity.

The solution should comprise of the following features as part of the single unified communication & collaboration application. The features should be available for all users.

4.1 Interactive Workflows

The solution should allow users to create interactive workflows that can be shared with other team members to easily collaborate on the content and its attachments. Workflow initiators should be able to add a subject/title, content with rich text formatting options, and multiple attachments in various formats i.e. Images, PDFs, Documents, Excel, Presentations, Pictures and Videos. The recipients of the workflow should be able to share comments/feedbacks on the flow with the ability to share with specific departments/users within departments and attach PDFs, Documents, Presentations, Pictures and Videos in the main workflow as well as in comments section.

The workflow must offer permission settings to the initiator to control how the audience of the flow interacts in the workflow created. These options would give the initiator options to allow or restrict the audience’s interaction with the interactive workflow accordingly. These permissions should be easily editable for the creator in order to modify how the audience is interacting with the content shared.

Content should be editable by the creator and if allowed, by the audience of the interactive workflow as well with the option to add new attachments and remove old attachments at any point in time. Flow should be editable by the audience if permitted by the initiator, there should be a revision history maintained to help track all additions and subtractions from the content by users with the exact timestamp of the changes made. The flow revisions must be visible to the audience of the Interactive workflow to track what content or attachment was added or removed from the flow.

The solution must have an option to add current location to workflow to help in tracking of creator’s current location and add tags in the body of the interactive workflow to help users easily categorize, filter and search the content.

Interactive workflow should also have its own screen view when they are opened even though all content should be easily visible from main news feed as well. Similarly, document and multimedia files attached with the flow or comments should also be preview-able within the unified enterprise collaboration tool when they are opened.

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Comments in flow should be aggregated in a way that users do not have to open attachments to view comments made on them, rather all comments on the workflow and its attachments should reside in a unified comments section.

Workflows that are not published yet should also be retained as draft in the tool so that users can resume editing the workflow later and then share it with the colleagues. Workflows that are deleted should also be accessible in order to allow restoring the content shared.

The appearance and feel of the solution and the news feed should be similar to eminent Enterprise Collaboration applications.

4.2 Public and Private Groups Feature

The tool must support creating both Public and Private Type groups through which users/departments can collaborate in distinct teams working on their projects within their groups. The groups should have various settings option for the group creator and admins in order to control the exchange of information by the members in the groups.

Group settings should be highly flexible and should even allow to change the type (Public/Private) of the group. The settings should support restricting a few members to be able to create or share interactive workflows in the group, group members from leaving and adding other members to join the group.

There must be two types of groups that can be created:

4.2.1 Public Group

Public groups aim to broadcast department or organization wide information. For example, if the department has to send out a holiday notice, or update all employees about the new HR policies, a public group (where all employees of the organization are automatically added) would be used. Here, the workflows with reminder notifications for compliance should be available in order to ensure that the broadcast messages have been acknowledged by the audience.

4.2.2 Private Group

Private groups will be used to have project-specific discussions and sharing critical information in one central place. Access and control over user’s content will be managed by allowing only the members added by the group admin to view, create and collaborate on the information. Individuals who are not in the group should not be able to view any flow in the group until they are added to a group. If some users outside the group are specifically tagged in an interactive workflow, then only the flow shared would be available to the users tagged.

All the operational features within groups must be same as mentioned in the Interactive Workflows Feature.

The unified collaboration tool should allow adding multiple group admins for a group. All group admins should have the same control over of the group’s environment.

4.3 Deep Search

All the information shared on the tool must be searchable from a unified search bar. Whether it is a file shared in an interactive workflow, chat, comment, or a small piece of information contained within the file, the tool must show search results with advanced search filters.

Search should show results after searching keywords from workflow title, body, comments, and attachments’ name, content within an attachment, tags used in a workflow and information shared in chat as well.

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All search filters should be applicable individually or in conjunction with each other. The keyword/tags search should allow adding information initiator and recipient to filters to further narrow down the search results, similarly, the date filter can also be applied on keyword with either initiator or recipient of the information to help user get the precise search results.

Search should only show results of workflows and chat that are shared with the user and no other content on the network with the keywords being searched.

4.4 Context Aware Thread

Context Aware Thread should allow conversations to be threaded in order to bring all related messages about one topic/issue in one place. The users should be able to find all comments aggregated (that interactive workflow audience has made on flow content or its attachments) when they see a flow in their feed and when they open it. The thread of all replies should be visible with one click; linking the reply chain and hiding all the other comments that are irrelevant to that comment chain.

4.5 Notification Center

The unified collaboration tool should have a distraction free environment for users by giving the ability to customize notifications according to their preference. Users should be able to enable additional notification if the user subscribes another user, a group or even an important workflow.

The platform should be smart enough to manage notifications in a way that allows users to further enhance their experience. This platform should offer a smart option that let user turn off push notifications on smartphone while they are online on web app.

In addition, network admins should have the option to set default notification preferences for all new users. However, users should have the option to change the defaults set by network admin.

4.6 Image & Text Polls

The unified collaboration tool should offer Image & Text Polls to allow members to gather feedback and users’ opinions. The polls feature should offer both image and text-based type polls/surveys and will be as easy to create workflow on main screen. The polls module should be similar to Interactive Workflow in a way that it should be visible in feed, should have the options to be shared in a public or private group, and should support further sharing with individuals or groups.

4.7 Advanced Filters on Activity/News Feed

The newsfeed must be updated in real time based on activity done on interactive workflow, but it should offer advanced filters to allow users to sort their newsfeed by latest workflow or latest activity. Using the sorting options, users can view most recently created workflows on the top of their feed and also based on activity done on the flows. This is to ensure users do not miss out on new content generated on the network, content that is being actively discussed within the organization as well as the old information that has any new development.

A separate feed should also be available to view workflows that are shared with a user directly to make it easy for team members to view tasks assigned to them or information directly shared with them.

4.8 Tag Feature

Tags should be allowed within interactive workflows to allow users to track them and give quick access to by either clicking or typing tag in search bar. This feature must be enabled for flows and comments for easy accessibility. The tag result page should show only those contents in which tag have been added regardless which group or individual they have been shared with.

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These tags should be keywords, that can be added to any flow based on geo-graphic location, department, project, event etc. so that for example if a team is working of 3 projects simultaneously, they can easily search one project’s tag to filter out flows regarding that one project from within their group.

The solution should also show the trending tags that have been used the most in the current day, week or month in order to save a user’s time by not having to type and apply search for the most used tags. Instead, users could view the top trending tags and click on the desired one to apply search automatically.

4.9 Native Mobile Apps

The proposed solution should have native iOS and Android apps to allow users to access the news feed, Interactive workflows, groups and chat module of the platform. They should also have in-app and push notifications for users to be informed about any activity that may require instant feedback from them. The support for other store will be required at later stage

Notifications on mobile should also be completely customizable in order to ensure unrelated or muted workflows or chats do not disturb the user.

4.10 Acknowledgement Flow

The solution should be able to ensure compliance to rules or guidelines that have been shared over interactive workflows or ensure that the important information that is floating is acknowledged within departments. The information shared on the workflow may be of different nature which also need compliance of specific individuals or group of users.

To cater to this specific requirement, there is a need of an Acknowledgement option that not only confirms the read status of the recipients but also reflects the time stamps to ensure transparency and compliance of these specific assignments. This should also support automated reminder notifications for the users who have not viewed the content yet, which would remind the recipients to view the content after a set time span such as sending reminders after every 24 hours or 98 hours until the flow is acknowledged.

4.11 Administrative Controls

The administrator of the network must have a comprehensive admin panel to manage users, groups, content and other network settings.

4.11.1 Basic Controls

Administrators should have access to view details like network name & logo, when a network was created, the name of the person who created the network, a list of any other network admins and the account usage information.

The network name should appear at the top for all users in application that Admin can change at any time.

The network administrator should be able to add multiple network admins and may grant admin privileges to other users and revoke them at any time. All admins must have the rights to control and manage content, network settings, groups.

4.11.2 User Management

By default, there should be no limits on the number of users who can join the network as regular or guest users. But, admin should be able to define a maximum number of users that are allowed to join company network. Once the limit is reached, more users should not be able to sign up to the network even if they are invited.

By default, only users with work email address can join a network for security purposes. However, it is mandatory that the admin has the option to upload a list of users with personal email address

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or phone number to allow non-desk force (non-work email address users) to sign up to the network as regular network users. This way, only the users whose personal email address or phone number matches from the admin uploaded list would be able to sign-up.

The Network Admin should be able to restrict users in the network from inviting others to the company network. This permission control should let admins allow only a selected set of users of choice, other than themselves, who can send invitations to others for joining the network.

The network ownership must be with the user nominated by NITB. The network ownership can be transferred by the network owner to another user in the network at any time.

Administrators should have the access to block certain users from joining their network. Once a user has been blocked, they will no longer be able to access the network unless the admin unblocks them.

Entire domains may also be blocked by the Admins. That means no one with an email address with the blocked domain can be added to the network.

Network admin may select default notification settings for the new users that join the network. Setting up default notifications will allow network admin to set the type of Email, Push and Desktop notification that users will receive when an action on relevant content is performed.

Application should allow admin(s) to customize the fields that users can fill after they join the network. This feature should allow admins to collect organization specific data from users. All customized fields should show up in users profile views. The fields should support the option to be locked as well to prevent any further editing. Admins must have the privilege to edit the field names, add new fields, and remove old field from users’ profile views at any time.

4.11.3 Group Management

Network Admins should have the option to control which users on the network can create new groups on the network. This will help provide more control over the content generation within the network and avoid clutter of non-work-related groups and information. Admin should be able to select the specific users who can create groups and become group admins of the groups they create.

The network administrator may edit any group in the network by changing its members list, settings, type, group admins, name and/or description.

Admin(s) should be able to delete any group they deem irrelevant to the communication and collaboration standard procedures of the organization.

4.11.4 Content Management

The system will be implemented in Government Departments as a unified tool for enterprise wide communication & collaboration therefore eDiscovery must be enabled in the proposed solution. Under this, all the data must be preserved as long as it is needed by the organization. eDiscovery may help meet data retention needs, auditing, and litigation requirements. In proposed solution, eDiscovery feature must allow for:

Archiving data.

Searching for content, including content that is not shared with the network admin in regular mode.

Accessing deleted content.

Accessing users and groups not shared with the network admin.

Viewing network-wide activity.

eDiscovery must only be accessible by admin.

Admin must moderate and monitor the whole network by switching to admin mode:

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Admin may search and view network-wide content, regardless of whether it’s shared with admin or not.

Delete workflows and comments authored by other users.

View and edit all groups settings.

View all users

Admin should have feature to pin website URLs, links to important workflows and files on top of everyone’s feed, for easy reference. These links should be visible on top of everyone’s feed in the network. Also, admin may activate a flow splash screen or workflow’s content including image, video, document or link type flow. Once activated, the activated pinned content appears as a splash page for all the audience of the interactive workflow.

Only network admins should have access to authorize users who can create acknowledgement type flows. The acknowledgment type flows will be used to ensure compliance with important information/documents. The recipients of acknowledgement users should not be able to view the workflow content unless they click “Acknowledge”.

4.12 Security

Security is one of the primary concerns of NITB as this tool will be used for communication and collaboration over confidential information. While considering the solution, NITB will ensure that proposed solution meets the international standard offered by collaboration tools.

The solution must be capable to operate on Intranet and in case of the user is on internet or using the mobile app. The solution should be accessible only through VPN or similar technology. No direct access over the internet is solicited.

The proposed solution must have the highest security level in the Enterprise Social Networking space. It must offer both In-Transit and At-Rest Data Encryption.

Admins should have rights to reset the password for any user in their network. Admins may reset passwords for all users in their networks and ask users to set new passwords for security reasons. The network admin may also help protect users' accounts by defining a minimum password length, setting a password complexity requirement and expiry. If a password does not fulfill these requirements, the user must be prompted to change it.

Admins should be able to define an IP range to limit users’ access to their network to office network or VPN. Any users who attempt to log on from an IP address outside of the configured range must not be allowed to login to network. The IP range restriction applies to users logging in application from any platform - web browser, iOS or Android app. The sign-up to the application shall only be allowed through official address only.

Admins may set up a custom usage policy for network as per their organization’s requirements. This policy needs to be accepted by users when they first login to Network, or when any changes are made to the policy.

As an extra layer of security, admins must have the option to make two-factor authentication (2FA) mandatory for all user on the network. This will require users to provide an authentication code sent to their registered phone numbers, along with their password to sign in to network.

Admins may be able to configure single sign-on (SSO) so that users can access their accounts by signing into a central identity provider rather than keeping track of separate passwords.

The proposed solution should use the industry standard Security Assertion Markup Language 2.0 (SAML 2.0), so admins can configure SSO with any SAML2.0-supported identity provider such as OneLogin and Okta.

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The proposed application must have SMS Notification module, which will allow network admin to send a network-wide SMS notification to all the users who have added their phone numbers to their profile details.

4.13 Integration & Customization

The offered solution should support integration for widely used applications including ERP, HRMS, CRM, MIS, etc. It should have the capability to integrate with other applications for both inward and outward flow of information.

Considering the future requirements, the offered solution must be designed to offer a diverse range of customization. All the modules must accommodate changes as required by NITB, time to time.

The proposed solution should also have the capability to cater future customization requirements of NITB.

4.14 Scalability

The solution must employ best industry practices to ensure system wide (both software and hardware)

scalability. The platform should not have a single point of failure, and must have been designed to allow

scaling of modules individually when required. The architecture of the solution should not be mono-lithic

and must have separate, scalable modules working together to achieve the required system

functionalities. The hardware deployed on cloud infrastructure should be scalable to a point where up to

100,000 users can seamlessly use major functions of the platform. The Disaster Recovery of the system is

required to be Active-Active. Vendor will be required to share the stress testing report and penetration

testing report once the solution is deployed.

Phase – II Workflows for Managing Complex Approval

4.15 Workflows for Managing Complex Approval & Requisition Processes

4.15.1 Admin View

The system should have an automated workflow feature to help streamline and automate repeatable

business tasks, minimize room for errors and increase overall efficiency. This will improve the business

process and save a lot of time and effort in routing the requisitions. Managers can make quicker, smarter

decisions and officials are empowered to collaborate in a more productive and agile way.

The workflows must be divided into two separate views,

4.15.2 Manager View

It should have user friendly interface that mangers can use to create a webform for their department. It

must be easy to understand that workflow can be created even by a non-technical employee using GUI

based interface.

The forms can be created of any type with multiple data type inputs (Text, Currency, Date & Time, Check

Box, Rich Text, etc.). It should let user create not only forms. The network admin may add

reviewers/approvers, set permissions and specify workflow initiators. The system should allow admin to

set reminders/alerts on each workflow before publishing it for target audience.

4.15.3 User View

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Once admin has created a workflow, user should easily access it, fill out the details, attach documents (if

required by admin) and submit it. A notification is to be sent out to designated approvers/reviewers after

submission. Users may also view the status of their application, number of requests assigned or initiated

to\by them.

After submission the forms are then to be displayed in a separate view for approvers\review to take the

required action on it. The approvers may also comment their reasons to approve or reject a request.

4.16 Workflows for Utility Services

The solution is required to have utility services and shall also be part of the mobile app. The basic features

anticipated from this service is Committee room Management/Booking, Vehicle requisition, suggestions/

complaint regarding office building (Phone, cleanness, light etc.), General Notifications/alerts, Attendance

integration with NITB proposed standard devices.

Smart Messaging Application Module with Video & Voice Calling

4.17 Voice/Video Calling & Chat

NITB and its associated Government Departments has a lot of formal and informal discussions using various applications including WhatsApp, Viber and WeChat etc.

In addition to Workflow in personalized newsfeed and groups requirements above, the chat solution is required for having quick one-to-one discussions as well as group chat discussions. The chat module should include the option of sharing files and links to interactive workflows and attachments.

The documents uploaded on the chat must not be directly downloadable on the mobile devices and user must no longer have access to the information (within application), once their access is revoked.

Chats must be integrated with Collaboration Platform for content searching. Any key word search within collaboration platform must also give results for content shared in Chat.

The options should include the options of replying, replying privately, deleting and forwarding chat messages, and audio and video calling just like WhatsApp and other apps used for chatting in Government Departments in order to properly replace them.

4.18 Security

Solution of video conferencing should allow to use firewall to connect to the internet for security issues. It should be SSL encrypted with 4096-bit RSA Keys. Calling should be based on latest technologies like WebRTC, and initiates secured calling by sending calling request over SSL layer. The 256-bit AES encryption should be applied on calling component including signaling mechanism.

Thus, all media streams must be encrypted between server and end points. Infrastructure must be built to communicate with internet via firewall, to guard against malicious traffic.

Due to security reasons, solution shouldn't allow recording of call/video call on any devices. All chats/correspondence must be saved on server and administrator should have access to block access of any individual from backend. Likewise, no document or chat content should be saved on personal devices.

4.19 Team Directory

Solution should offer Team directory integrated with Collaboration Platform in Lot -1. Any new member, who joined the network must be automatically visible to all officials within that organization. Solution should offer restriction of access (calls, chat and document) for non-permanent members (Guest Users) of department and they should only be able to contact selective audience as defined in application.

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Administrator should also have access to manage different features and content specific privilege of individuals within network.

4.20 Native Mobile Applications & Web Application

The proposed solution should have native iOS and Android applications to allow users to initiate chat, call or video call with their colleagues. They should also have in-app and push notifications for users to be informed about any activity that may require instant feedback from them.

In-addition to this, it must have following mandatory features:

Audio & Video Call with Call Conferencing Features (App to App)

Geo Location Calling

Video Conferencing

Instant Messaging / Chat and Group Chat

File Sharing (Picture, messages, images, videos and files Sharing)

Chat History (Group chat history for new participants)

Search options for content discussed in chat (Groups, P2P)

@mention, reply, reply privately, delete features

Invite colleagues and guests outside the network

All data generated via end points are securely synced with servers

Push Notifications and in-app notifications

Server-Client based solution that allows admin to control who can join the network (registration with department emails or official phone numbers only)

2FA that allow users to enter SMS code to log into chat application

4.21 SMPP Service

Important messages can be broadcast via SMS across the entire network from a controlled Admin interface. To guard the integrity of enterprise communication and prevent erroneous or irresponsible broadcasting of SMS, the broadcast feature should be an admin-only privilege. Solution should have provision of sophisticated failover mechanisms ensure SMS broadcast does not fail.

4.22 Video Conferencing

The solution should have video conferencing feature for meetings with their colleagues on instant basis during work hours. To safeguard the time of the government officials, it should create a room on click of a button with notification of Video Conferencing Call to other participants.

Solution should also have a capability to share presentation slide decks, documents and collaborate on documents creation.

All activities on calling solution must be date and time-logged. The Logs offer details of participant’s information, call duration, call history and call initiate, end and participants who initiated the conference call. The solution should auto generate the call link (URL) that can be easily shared with other participants to join the call, through app as well web-browser without registration.

4.23 Group Call Communication

WebRTC Group communication should offer both MCU and SFU functionality that support both media mixing and media routing/dispatching.

4.24 Flexible collaboration (anytime, anywhere)

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The solution should be more flexible, more scalable, higher quality and easy to control. It should increase employee satisfaction and performance by enabling greater working flexibility.

4.25 Call transfer and auto connect

Solution should provide state of the art call transferring. To increase communication efficiency, un-attended call transferring is the preferred mode of call transfer as it allows smooth transfer of information and communication channel from the current call participant to the new call receiver. Its experience should be similar to WhatsApp for easy adoption.

The solution should only require users to have active internet to automatically connect the call. The scheduled event call link opens and all call participants join the call. Solution must notify users who missed the P2P or group call via desktop, push and in-app notifications.

4.26 Instant messaging encryption

It should ensure encryption that no one else can read your instant messages with authentication that you are assured the correspondent is who you think it is.

During a conversation, your correspondent is assured the messages he sees are authentic and unmodified. If you lose control of your private keys, no previous conversation is compromised.

4.27 IPv6 support for SIP and XMPP

Solution should offer a range of communication features that allows enterprises to take full control over chat messages, call, data and files being shared in a secured network. It must offer scalable and secured audio/video conference calls, desktop sharing, document collaboration, categorization of content into smart hashtags and groups, team directory, groups management, SSO, 2FA and many other features wrapped into at-rest encrypted, secured environment.

4.28 Media relaying with the TURN protocol

The media server offers great scalability and security that not only enhances the basic audio/video calling experience, but also protects it from data theft and eavesdropping. The servers must use load balancing techniques to eliminate calls response latencies and to offer swift connection response time for all collaboration and calling features.

4.29 Integration of Chat app with Collaboration suite

The proposed solution must be fully integrated with collaboration platform as mentioned in Phase-1. It should automatically add new participants within department for chat/calling. Any links from collaboration suite should auto-resolves for chat participants.

4.30 24/7 Support

It is responsibility of solution provider to give 24/7 comprehensive support with four hours response time to resolve all the application related issues from backend.

4.31 Lot-II Development of e-Office Mobile APP

Unlike Lot-I the lot-II is required to be developed from scratch in line with existing e-Office application of NITB.

The vendor will be required to submit the required information regarding e-Office existing application. The

App is required to be native (iOS and Android).

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Government of Pakistan has developed an ERP/GRP solution for the automation of common business process

of the Federal Government. One component of the ERP is e-filing/Internal communication. Through this

component of the ERP users can create files, document, and add noting to files and document, forward file to

other users even other organizations users. The system adopts full work flow of the Federal Government

working and standard procedures. The ERP is centrally hosted and all organizations are connected through

dedicated intranet. The system has no access to internet. The ERP is custom developed by local vendor and is

JAVA based. Middleware and other details can be shared at pre-bid conference meeting.

4.31.1 High level objectives:

The APP should only work through VPN or similar technology. The VPN dialup should be

seamless to the users. The App access to internet will not be allowed.

Provide dashboard by extracting data from the ERP. The dashboard will be required for TOP

Management and general user based on role;

Display the home screen information of ERP including no of files on desk, no of documents, cases

and pending request;

Provision to open document attached with files;

Send document/file through noting;

Alerts for new file and documents;

Integration with the Mobile calendar for Task scheduling and reminders;

Offline work support for view of on desk files, documents, reminders and alerts;

SMS alerts when offline.

The app should work on Android, IOS and other handheld devices;

Access should only be granted through VPN. No web-based access.

The salient features of the system should include but not limited to the following:

Facility to map workflow stages with the transactions recorded in the core systems.

Facility to raise demand to initiate process where the user is allowed to enter data like date, file number, concerned person/organization, remarks, noting, processing stages, etc.

Facility to attach scanned documents with each stage/ process and should be stored in archiving system.

Facility to send and receive any communication among the users engage in the process with read receipt.

Facility to store document reference of transactions recorded in the core systems with the stages defined for each case/ demand. Alternative, the user will select the demand reference while creating transaction in the core system.

Facility to define additional charge in case of the non-availability of primary responsible person.

Facility to see any action item marked to him for any further action. The user is also able to perform the following actions: o Add notes o Prepare Drafts o Recommendations, etc.

Facility to generate alerts in case the tasks is not completed in the due course of time.

Facility to monitor the status of each case/ demand raised by the requesting person.

All the above functionalities are available in the (e-Office)/ERP.

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5 Non-Functional Requirements

Non-Functional requirements define the system qualities primarily tied to related used cases of the functional

requirements of the system but broadly concerned with usability, security, accessibility, reliability,

transparency and other such principles. While their nature is more implicit, non-functional requirements

provide significant assistance to contracting authorities in establishing effective Public e-Procurement

systems. Non-functional requirements originate from the system properties and define its qualities; therefore,

this section serves the purpose to identify cross-cutting, high level outcomes or requirements that are

applicable across all aspects of the required solutions requested in Lot-I and Lot-II.

5.1 Change Management

The system must be able to adapt to any change and accommodate any change request within a specified agreed timeline. The highly dynamic nature the system demands implementation of not only the new policies, rules, laws, approaches or requirements for a process but also incorporating refinement or revisions of them. Therefore, the NITB anticipates that the following possible types of changes are likely to occur within the life of the Contract:

Adding or modifying an existing workflow

Introducing new communication messages and/or materials or modifying the existing

Addressing new administrative requirements in messaging or modifying the existing

Setting new messaging timeframes and modifying the already defined timeframes

entering into new information sharing and/or electronic data exchanges with new or existing systems or services (i.e. new information feeds into the supplier relationship management environment); and

Modifying policies and administrative requirements related to individual procurements (i.e. authorities, actions required by clients); all of which will involve changing work flow, organization and administrative procedures.

5.2 Solution Flexibility

As stated earlier, one of the objectives is to simplify and streamline business processing wherever possible, while at the same time maintaining the flexibility to modify processes to address new program requirements or circumstantial events that might limit normal business processing without hindering ease of use for all clients.

5.3 Usability

The user interface needs to be easy to learn how to use and easy to remember how to use. Ensuring a high level of satisfaction for the user experience is a key business objective and must be a top priority for the Contractor.

Ensure consistent and standardized user interface.

Guide the users by providing context sensitive help messages and visual process maps available when requested by the Authority.

Intuitive user interface design by adhering to best practices in web, such as “Make interactive Objects obvious”, “Give Feedback”, “Never have users repeat anything”, “Always have default values in fields and forms”, etc.

Incorporating best practice web application usability tools and plug‐ins, such as Mouse‐over details, Auto‐Complete/Suggest, Calendar Scheduler, Multi‐select combo box, Date Picker, Drag and Drop manager, Hot‐Keys, etc.

Smooth integration with productivity tools and desktop environment, such as drag and drop capability with MS Office products suite.

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Allow a user to create hyperlinks to any document so that it can be referenced anywhere within the solution.

Allow a user to personalize and manage their own views.

Protect a user from system and human errors, by putting automatic system based fault‐ tolerance features such as auto‐save of the work in progress and by putting confirmation steps in user workflows.

Avoid unnecessary collection of duplicate information, reconcile inconsistencies and ensure data quality.

ensure that information is complete, accurate, current, relevant, and understandable;

support access to information subject to policy and legal requirements;

prevent unlawful access to information; and

Safeguard information against loss, theft and damage.

The solution along its app should have Government of Pakistan logo.

5.4 Security & Privacy

be responsible for the safekeeping, protection and privacy of this information, and upon close‐ out of the Contract, returning all information to the NITB;

ensure that the conversion, imaging and subsequent destruction of any personal information originating from the Contract is conducted in accordance with all applicable laws and policies; and

safeguard any information created, destroyed, stored, accessed and modified in the delivery of the solution in accordance with NITB’s requirements. In doing so, the solution must ensure that the quality, accuracy, completeness and integrity of the data within the system is always maintained through the use of appropriate validation measures;

ensure that the consistency of the data is both reconcilable and auditable;

protect sensitive information and safeguard against theft, including identity theft or unauthorized third parties acting on behalf of clients, fraud or disclosure; and

ensure any destruction of records is completed as prescribed by the NITB.

5.5 Hardware & Hosting Environment

Provision of Hardware and Hosting environment shall be responsibility of NITB; however, vendor will be required to propose the hardware list and detail infrastructure requirement for hosting as per the design of the application with achievable application response time. The design should include Disaster Recovery site requirements and configurations.

5.6 Training & Staging Environment

The vendor is required to provide Training & Staging environment, for the user training and to check any patch/release before deployment on live.

5.7 Help desk Support

During the contract life the vendor is supposed to provide online help-desk support for user support and to report issues and bugs of the application. The system should support criticality level and escalation of the issue.

6 Source Code and Patent The source code for lot-II shall be the property of the NITB with all rights, whereas off-the-shelf Lot-I with customization will transfer the complete technology along with the control to change in UI/UX only. For lot-II the vendor in case sells/dissolve/divested or any force majeure where the firm is unable

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to sustain its status, the firm shall be bound to hand over the complete source code, libraries, packages of the entire product to NITB.

7 Settlement of Disputes If any dispute or difference of any kind whatsoever shall arise between the NITB and the Vendor in

connection with or arising out of the Contract, the parties shall make every effort to resolve amicably

such dispute or difference by mutual consultation.

If, after thirty (30) days, the parties have failed to resolve their dispute or difference by such mutual

consultation, then either the NITB or the Vendor may give notice to the other party of its intention to

commence arbitration, as hereinafter provided, as to the matter in dispute, and no arbitration in

respect of this matter may be commenced unless such notice is given.

Any dispute or difference in respect of which a notice of intention to commence arbitration has been

given in accordance with this Clause shall be finally settled by arbitration. Arbitration may be

commenced prior to or after delivery of the Goods or Services under the Contract. Arbitration

proceedings shall be conducted in accordance with the GoP rules. Notwithstanding any reference to

arbitration herein, the parties shall continue to perform their respective obligations under the

Contract unless they otherwise agree; and The NITB shall pay the Vendor any monies due the Vendor.

CEO NITB and Head of Vendor’s will nominate arbitrator(s).

8 Force Majeure The Vendor shall not be liable for forfeiture of its performance security, liquidated damages, or

termination for default if and to the extent that it’s delay in performance or other failure to perform

its obligations under the Contract is the result of an event of Force Majeure.

For purposes of this clause, “Force Majeure” means an event beyond the control of the Vendor and

not involving the Vendor’s fault or negligence and not foreseeable. Such events may include, but are

not restricted to, wars or revolutions, fires, floods, epidemics, quarantine restrictions, and freight

embargoes.

If a Force Majeure situation arises, the Vendor shall promptly notify the NITB in writing of such

condition and the cause thereof. Unless otherwise directed by the NITB in writing, the Vendor shall

continue to perform its obligations under the Contract as far as is reasonably practical, and shall seek

all reasonable alternative means for performance not prevented by the Force Majeure event.

9 Penalty

Penalty at the following rates will be applicable for delay beyond the Delivery Schedule mentioned against each of the above activity:

@ 1% up to one week;

@ 2.5% up to two weeks;

@ 5% up to three weeks;

@ 10% for four to eight weeks and above;

@ 20% eight weeks and above;

The penalty will not be applicable in delay caused by force majeure.

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10 Technical Evaluation Criteria Detailed evaluation will be done for the firms who qualify the preliminary evaluation stage. The qualification means “yes” to all the mentioned clauses along with the valid supporting document required in the preliminary evaluation. In detailed evaluation, the Evaluation & Award Committee will verify the compliance with specifications mentioned in the following table: Firm’s Technical Capacity.

Part-A Experience of Firm/Proposed Solution

Sr. No Description Point (Max)

1.1 Bidder must demonstrate experience at least for 5 year in successfully

designing, developing and testing of software. 50

1.2 Proposed solution (Mentioned in LOT-1) must be implemented for at-

least 5,000 to 10,000 users nationally and specifically in public sector 60

1.3 Firm must demonstrate positive net worth and following annual

turnover for last year

1. ≥Rs. 100 Million = 100% 2. ≤Rs. 100 Million≥75 Million =75% 3. ≤Rs. 75 Million≥50 Million =50% 4. ≤Rs. 50 Million≥25 Million =25% 5. ≤Rs. 25 Million≥10 Million =10%

50

1.4 Presence of bidder in Islamabad/Rawalpindi 20 Marks

Additional Points for Technical Team/OEM presence in

Islamabad/Rawalpindi – 30 Marks

50

1.5 Has the proposed solution implemented internationally. 20

1.6 Has firm have enough expertise to carryout multiple contracts

simultaneously 20

1.7 The vendor is able to demonstrate the Demo of the application and the

presentation/look & feel of the application is up to the mark and as per

industries standards.

100

Total of Part-A 350

Part-B Technical Compliance, Requirements, Approach and Implementation of Proposed

Solution.

2.1 The Firm has this application fulfilling the SoW requirements readily

available meeting Unified Platform for Enterprise-Level Communication

& Collaboration

a. Interactive Workflow Creation b. Call, Message and Conference Call (video or audio) support

within application as replacement of WhatsApp which can act as internal communication platform

c. Flutter/Native Mobile (Android/iOS) and Web Applications d. Maintenance, Support & regular updates of mobile and web

applications

350

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All features and requirements in SoW section for respective Lot(s)

2.2 Availability to deploy application on NITB/NTC Data Centre with 99.9%

availability

50

2.3 Integration capability with other application deployed at NITB 30

2.4 In-transit & At-Rest Encryption with Bank-Grade Security 30

2.5 Implementation of solution within defined timelines 50

2.6 Risk Management Plan: Has the firm identified the associated Risk and provided Risks Management Plan a) an ability to visualize, understand, and minimize or eliminate risk b) how it will lead to a successful implementation c) risks that may cause the project to not to be completed on‐time or within budget d) an ability to address risks that may generate change orders or be a source of dissatisfaction how it will reduce the impact of risks on the performance of the Contract and increase the reliability of the services provided.

30

2.7 Is the proposed software architecture scalable and flexible and support

multilingual options (English & Urdu) for documents & attachments?

The Bidder should provide multiple Technical Architecture diagrams, both conceptual and logical, for the different architectural views for • Application • Technology • Integration • Integration capabilities with other application • Business

50

2.8 Training Plan: Detail Training Plan, with identification of user types and

categories.

Vendor is required to proposed innovative solution for training of users,

and must include but not limited to: Training Manuals, Videos & CBTs

for all user types/groups along administrative training material.

50

2.9 Scalability of proposed solution for up to 100,000 users 30

2.10 Documentation: Is firm provided documentation related to system

architecture. How comprehensive is the proposed documentation

30

2.11 NITB will evaluate the degree to which the Bidder’s proposed approach to implementation: a) will be effective in meeting the requirements of this Solicitation; b) demonstrates best value to the Pakistan; c) is flexible and demonstrates capability to adapt to change; d) demonstrates a reduction of risk to the NITB; and e) Demonstrates the full implementation of the required application in accordance with stamen of work.

50

2.12 Change Management and Communication Plan: 30

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NITB will evaluate the degree to which the Bidder’s approach to change management demonstrates that: a) it increases awareness to the various user classes during the implementation and roll‐out of the application b) it encourages adoption by the various user classes during roll‐out; and c) it is feasible and takes into consideration GOP d) Legislation and Policies.

2.13 Organization Structure and Use: NITB will evaluate the degree to which the bid demonstrates a cost‐effective and responsive organizational model and by considering: i) the degree to which the organizational structure and strategy will be effective in meeting the requirements of this Solicitation; j) the degree to which the organizational model demonstrates best value to the Authority; k) the flexibility of the organizational model to adapt to change, including changes in the volume of work; and l) the effectiveness of the governance model.

40

2.14 Relationship Management: NITB will evaluate the degree to which the Bidder’s proposed strategy for the working relationship between the Bidder and NITB demonstrates:

a) that it is effective at building a successful and positive working relationship between the Bidder's team and the team of the NITB; b) that the NITB is authorized to manage configuration to system c) the Bidder's responsibility to the NITB and to its own team to provide effective corporate support in the areas of implementation, training, support, maintenance and service quality; d) the consistency and effectiveness of communication between all parties is ensured; e) the interaction and integration among team members in different functional activities is encouraged to develop innovative ideas and resolve problems; f) the processes and methods of dealing with conflict resolution procedures and problem‐ solving mechanisms; and g) The feasibility of the Bidder’s process for the Project Authority to be able to contact the Bidder’s senior executive responsible for the contract during hours of operation and all off‐ hours including weekends and holidays.

30

2.15 Service Desk Support: NITB will evaluate the degree to which the Bidder’s approach to service desk services: a) makes effective use of procedures derived from the ITIL or ISO processes for Service Request and Incident Management;

b) has an effective service desk performance reporting mechanism; c) ensures adherence to service levels and performance metrics; and manages scalability and de‐scalability of the service desk services.

30

2.16 Innovation and Value Addition: Any value added services GoP will get through the adopted approach or additional function/Technology.

30

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2.17 Technical Approach (Technical Deployment Model):

a description of how the deployed model can meet the scalability and

performance as per the specifications described in this RFP document

including through peak periods in business cycles; and robustness of the

application and Disaster recovery site.

40

2.18 IT Security & IT Security Topology Diagram The Bidder should provide application security plan, with security resource and IT security topology diagram which should include the following components: a) interfaces b) web c) applications d) databases e) security devices f) system management g) backup infrastructure h) Identity, credential and access management levels.

50

Total of Part B 1000

Part-C Key Personnel

3.1 Project Manager x 1

General Experience: at-least 10 year of relevant Experience with

managing similar projects/ software deployment

Education: Master’s Degree (16 years) or above in Relevant

Field/Project Management

Certification: Relevant to Project Management such as PMP

30

3.2 Business Analyst x 1

General Experience: at-least 5 year of experience in gathering system

requirement and developing system requirement documents

Education: Bachelor Degree in Computer Science/Information

Technology or related field

10

3.3 Software Developer x 5 (incl. Front-end, Back-end & DevOps)

General Qualification: at-least 5 years of experience in designing and

developing the software


Technology or equivalent

50

3.4 Native Mobile App Developers x 2

Android + iOS developer sound knowledge of using Flutter


developing mobile apps.



20

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3.5 Database Expert x 1


developing the software



10

3.6 Quality Assurance Engineer x 3

General qualification: At least 3 years of experience in developing and

executing test cases to test software



30

Total of Part-C 150

Grand Total Part (A+B+C) 1500

Minimum Passing Score 1050

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11 Technical Compliance

Provider must be able to deploy a Unified Enterprise Collaboration Tool that implements the Software Technical Requirements described in the Scope of Project section. The qualification of features in the proposed solution means “Yes” to all the mentioned requirements. Any deviations in the proposed solution may be explained in the last column.

Unified Platform for Enterprise-Level Communication & Collaboration, Lot -1

Sr. No. Requirements Yes/No Deviations (if any)

Phase - 1

1. Interactive Workflows

2. Groups Feature

3. Deep Search

4. Context Aware Threads

5. Notification Center

6. Image & Text Polls

7. Advanced Filters on Activity/News Feed

8. Hashtags Feature

9. Native Mobile Apps

10. Acknowledgement Flow

11. Administrative Controls

12. Security

13. Integration & Customization

14. Scalability

Phase - 2

15. Workflows for Managing Complex Approval & Requisition Processes

16. Workflows for Utility Services

17. Smart Messaging Application with Voice & Video Calling

Development of e-Office Mobile App (Android & iOS) Lot -2

Sr. No. Requirements Yes/No Deviations (if any)

1. e-Office Mobile Application as per SoW

2. Integration with e-Office web application

3. Security

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BID FORM-01

Name of the Firm: _______________________ Bid Reference No: _______________________ Date of opening of Bid: ___________________

Letter of Intent

Name of the Tender: Supply, Installation, Configuration & Commissioning of Unified Platform for Enterprise-Level Communication & Collaboration/ or e-Office Mobile App.

The Project Director (Smart Office), National Information Technology Board, Islamabad. Dear Sir, Having examined the bidding documents, we offer to supply, install, configuration and commission/development of e-office mobile app the above-named Contract in full conformity with the said bidding documents and at the rates/unit prices described in the price schedule provided in Financial Bid or such other sums as may be determined in accordance with the terms and conditions of the Contract. The above amounts are in accordance with the Price Schedules attached herewith and are made part of this bid. We undertake, if our Financial Bid is accepted, to deliver the software/services in accordance with the delivery schedule specified in the Terms and Conditions. If our Financial Bid is accepted, we undertake to provide a performance security/guarantee in the form, in the amounts, and within the times specified in the bidding documents. We agree to abide by this bid, for the Bid Validity Period specified in the bidding documents and it shall remain binding upon us and may be accepted by you at any time before the expiration of that period. Until the formal final Contract is prepared and executed between us, this bid, together with your written acceptance of the bid and your notification of award, shall constitute a binding Contract between us. We understand that you are not bound to accept the lowest or any Financial Bid you may receive. We undertake that, in competing for (and, if the award is made to us, in executing) the above contract, we will strictly observe the laws against fraud and corruption in force in Pakistan. Dated this [insert: number] day of [insert: month], [insert: year]. Signed & Stamped: __________________ In the capacity of [insert: title or position] Duly authorized to sign this bid for and on behalf of [insert: name of Bidder]

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BID FORM-02

Mandatory Requirements for Initial Screening


Documentary Evidence for Determining Eligibility of the Bidders & Evaluation of bids. Bidders should only

initial against those requirements that they are attaching with the form. Bidders are required to mention the

exact page number of relevant documents placed in the Bid. Bidders are advised to attach all Supporting

documents with this form in the order of the requirement as mentioned in Column-1.

Required Documentation Signature of Bidder

Supporting Document’s Name

Page Number in the Bid

NTN Certificate

GST Certificate

Active Tax-Payers Status in FBR

Registration/Incorporation/Business Certificate

Complete Company Profile

Operational Office in Islamabad

Evidence of Firm’s Performance

Affidavit: Bidder is Not blacklisted by any Federal, Provincial Public Sector Organization.

OEM’s Authorization letter (if applicable).

Bid Validity period of 180 days

Compliance with Scope of Project

Submission of Bid Security

Technical Compliance

OEM direct on-site/off-site support

Detailed Technical Solution

Original Bidding Documents duly signed/stamped

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BID FORM-03

Manufacturer’s Authorization

Name of the Tender: Supply, Installation, Configuration & Commissioning of Unified Platform for Enterprise-Level Communication & Collaboration.

The Project Director (Smart Office), National Information Technology Board, Islamabad.

WHEREAS [name of the Manufacturer/OEM] who are established and reputable Manufacturers/Software

solution provider of [name and/or description of the goods] having offices at [address of parent office] do

hereby authorize [name and address of Supplier/Agent] to submit a bid, and subsequently sign the Contract

with you against the Request For Proposal (RFP) No. for the software solution

developed by us.

We here by extend our full guarantee and warranty at least for the period of five (05) years as demanded for

the goods offered for supply by the above firm against this Invitation for Bids.

Signed & Stamped: __________________ In the capacity of [insert: title or position] Duly authorized to extend Manufacturer Authorization on behalf of [insert: name of OEM]

*This letter of authority should be on the letter head of the OEM and should be signed by a person competent

and having the power of attorney to bind the OEM. It should be included by the Bidder in its bid

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BID FORM-04

Firm’s Past Performance.


Name of the Client/Institution

Purchase Order No.

Description Of Order

Value of Order

Date of Completion

Work Completion Certificate by client (if applicable)

Bidders may use additional Sheets if required.

Purchase Orders /Completion Certificates/Contracts are to be attached with this form.

BID FORM-05

Performance Guarantee

The Project Director (Smart Office), National Information Technology Board, Islamabad. Whereas [Name of Supplier] (hereinafter called “the Supplier”) has undertaken, in pursuance of Contract No.

[number] dated [date] to supply [description of goods] (hereinafter called “the Contract”). And whereas it has

been stipulated by you in the said Contract that the Supplier shall furnish you with a Bank Guarantee by a

scheduled bank for the sum of 10% of the total Contract amount as a Security for compliance with the

Supplier’s performance obligations in accordance with the Contract.

And whereas we have agreed to give the Supplier a Guarantee:

Therefore, we here by affirm that we are Guarantors and responsible to you, on behalf of the Supplier, up to

a total of [Amount of the Guarantee in Words and Figures] and we undertake to pay you, upon your first

written demand declaring the Supplier to be in default under the Contract and without cavil or argument,

any sum or sums within the limits of [Amount of Guarantee]as aforesaid, without your needing to prove or

to show grounds or reasons for your demand or the sum specified therein.

This guarantee is valid until the day of_ , 2020 Signature and Seal of the Guarantors/ Bank Address: Date:

BID FORM-06

(To be enclosed in Financial Proposal Envelope)

Financial Proposal

Name of the Firm: _______________________ Bid Reference No: _______________________ Date of opening of Technical Bid: ___________

We hereby undertake to abide by all the financial terms & conditions of the RFP for “Supply, Installation,

Configuration & Commissioning of Unified Platform for Enterprise-Level Communication & Collaboration”

/development of Mobile app for e-office and agree with the payment milestones mentioned in the RFP.

The prices mentioned below includes all the costs associated for the implementation of SoW.

Sr. No. Description Qty. Unit Price

excl. GST

Total Price

excl. GST

Total Price

incl. GST

LOT -1

1. Software Phase - 1 (Unified Platform for Enterprise-Level Collaboration & Communication)

1

2. Software Phase - 2

(Implementation of Pre-defined

Workflows for Managing Complex Approval & Requisition Processes

and Smart Messaging with Video &

Voice calling along with its integration with Unified Platform for Enterprise-Level Communication & Collaboration in Phase-1)

1

3. Service Level Agreement (for regular feature updates and security patches)

3 years

LOT -2

4. Development of e-Office Mobile APP

1

Signed & Stamped: __________________ In the capacity of [insert: title or position] Duly authorized to sign this bid for and on behalf of [insert: name of Bidder] *Any change/deviation in the above milestones may lead into disqualification of bidder.

1. SLA during Warranty & Maintenance Support

a. Bidder will ensure that solution or services are available for at least 99.9% of all services/functionalities.

b. The time coverage will at least coincide with business hours. The preferred time coverage will be 24/7/365 with following SLA.

Software SLA Requirements (Uptime with 99.99 % SLA)

Sr. Technical Support Critical Major Minor

1 Initial response on notification < 45 mins < 90 minutes < 4 hour

2 Restoration/Remedy time < 3 hours < 5 hours < 8 hours

3 Final resolution if R&D is involved 10 Hours 1 days 3 days

4 Technical query response time Urgent query

General query

Any other

<1 working day

< 2 working days

< 5 working days

Software SLA Definitions

Severity Definition

Critical Total loss or continuous instability of mission-critical functionality. or

Highly critical impact on a product / solution / software or live environment or

A security threat causing potential risk to the customers’ data privacy or

Catastrophic production problem which may severely impact the Client's production or live environment systems, causing loss of production data or service / functionality outage. or

No work-around exists.

Major Issues that are impairing, but not causing a total loss of mission-critical functionality. or

Intermittent issues that are mission-critical functionality. or

High impact on a product / solution / software or live environment. or

Problem where the Client's system is functioning but at severely reduced capacity. The situation is causing significant impact to parts of the Client's business operations and productivity. or

Loss or Irregular interruptions in service / functionality / feature / module / software / solution. or

The system is exposed to potential data loss or interruption of service. or

No reliable work-around exists.

Minor Minor impact on a production or live environment. or

A medium-to-low impact problem that involves partial non-critical functionality loss and may interrupt some operations but allows the Client to continue to function. or

This may be a minor issue with limited loss or no loss of functionality or impact to the Client's operation. This includes documentation errors. or

Minimal reduction or interruption of the business processes.

Work-around exists.

Reports Provision of error file, log file and other MIS

Submission of RCA (Root Cause Analysis) report for failed events due to technical issues.

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