Request for Proposals (RFP) - Andhra Pradesh … 100-modified RFP 07-02...Request for Proposals...

Request for Proposals (RFP)

for

Identification of Agency for Setting up of

“Centralized Dial 100 Command & Control Centre”

at State Head Quarters, Hyderabad for

Effective Emergency Response System

Police Department, GoAP

Feb 2014

Prepared by

A.P Technology Services Ltd., 4th floor, B‐Block, BRKR Bhavan, Tank bund Road

Hyderabad – 500 063.

Confidential and Proprietary

RFP- Identification of Agency for Setting up of “Centralized Dial 100 Command & Control Centre” at State HQ, Hyd.

apts: One Stop-Shop Solution provider for e-Governance. Page: 2 of 100

Proprietary & Confidential

No part of this document can be reproduced in any form or by any means, disclosed or distributed to any person without the prior consent of APTS except to the extent

required for submitting bid and no more. The guidelines referred are indicative, the bidder is bound by other appropriate guidelines related to the subject.

The information contained in this tender document (the “Tender Document”) or

subsequently provided to Bidder(s), whether verbally or in documentary or any other form by or on behalf of the APTS or any of its employees or advisors, is provided to

Bidder(s) on the terms and conditions set out in this Tender Document and such other terms and conditions subject to which such information is provided.

This Tender Document is not an agreement and is neither an offer nor invitation by APTS to the prospective Bidders or any other person. The purpose of this

Tender Document is to provide interested parties with information that may be useful to them in making their technical/ financial proposals (“Bid(s)”) pursuant to

this Tender Document.




Contents

1. Invitation for Open Competitive Bid (OCB) ...................................................................................................... 6 1.1. RFP Notice....................................................................................................................................................................... 6 1.2. Introduction ................................................................................................................................................................... 6 1.3. Important Dates & Contacts .................................................................................................................................... 6

2. Scope of Work ............................................................................................................................................................... 8 2.1. Introduction ................................................................................................................................................................... 8 2.2. Objectives ........................................................................................................................................................................ 8 2.3. Police Dept. Overview ................................................................................................................................................ 8 2.4. Detailed Scope of Work – About the “Centralized Dial 100 Command & Control Centre” ............ 8 2.5. Command & Control Centre Features ............................................................................................................... 10 2.6. Data Solution ............................................................................................................................................................... 12 2.7. Server room infrastructure readiness .............................................................................................................. 12 2.8. LAN Connectivity ....................................................................................................................................................... 13 2.9. Project Plan & Project Tenure .............................................................................................................................. 13 2.10. Warranty ..................................................................................................................................................................... 13 2.11. Project Implementation ........................................................................................................................................ 13 2.12. Site Preparation ........................................................................................................................................................ 13 2.13. Role of Police Department ................................................................................................................................... 14 2.14. Roles & Responsibility of Bidder ....................................................................................................................... 15 2.15. Functional Requirements ..................................................................................................................................... 19 2.16. Confidentiality and Intellectual Property Rights (IPR) ............................................................................ 20 2.17. Terms of Payment for Cost of Audit ................................................................................................................. 21 2.18. Obligations .................................................................................................................................................................. 21

3. Pre‐qualification Criteria ........................................................................................................................................ 22 4. Instructions to Bidders ............................................................................................................................................ 26 4.1. Completeness of Response .................................................................................................................................... 26 4.2. Proposal preparation costs & related issues .................................................................................................. 26 4.3. Pre‐bid Meeting .......................................................................................................................................................... 26 4.4. Responses to Pre‐bid Queries and Issue of Corrigendum ......................................................................... 27 4.5. Right to Terminate the process ............................................................................................................................ 27 4.6. Preparation of Proposals ........................................................................................................................................ 27 4.7. Submission of Responses ....................................................................................................................................... 27 4.8. Bid Submission Format ........................................................................................................................................... 28 4.9. Venue and deadline for submission ................................................................................................................... 29 4.10. Short listing Criteria ............................................................................................................................................... 29 4.11. Evaluation Process .................................................................................................................................................. 29 4.12. The Technical Proposal shall cover the following: .................................................................................... 30

5. Technical Evaluation Criteria ............................................................................................................................... 31 6. Award of Contract ...................................................................................................................................................... 32 7. Contract Period ........................................................................................................................................................... 32 8. Project Deliverable and Timelines ...................................................................................................................... 32 9. Payment Model ........................................................................................................................................................... 33 10. Service Level Agreement (SLA)............................................................................................................................ 34 10.1. Performance criteria .............................................................................................................................................. 34

11. Penalty ............................................................................................................................................................................ 36




12. Statement of important limits/values related to bid .................................................................................. 37 13. General Instructions to bidders ........................................................................................................................... 39 13.1. Definitions .................................................................................................................................................................. 39 13.2. General Eligibility .................................................................................................................................................... 39 13.3. Bid forms ..................................................................................................................................................................... 40 13.4. Cost of bidding .......................................................................................................................................................... 40 13.5. Clarification of bidding documents .................................................................................................................. 40 13.6. Amendment of bidding documents .................................................................................................................. 41 13.7. Period of validity of bids ....................................................................................................................................... 41 13.8. Submission of bids .................................................................................................................................................. 41 13.9. Deadline for submission of bids ........................................................................................................................ 41 13.10. Late bids ................................................................................................................................................................... 41 13.11. Modification and withdrawal of bids ........................................................................................................... 41 13.12. General Business information ......................................................................................................................... 42 13.13. Bid security i.e. earnest money deposit (EMD) ........................................................................................ 42 13.14. Preparation of Pre‐qualification bid ............................................................................................................. 42 13.15. Preparation of Technical Bid ........................................................................................................................... 42 13.16. Preparation of financial bid .............................................................................................................................. 42 13.17. Bid currency............................................................................................................................................................ 43 13.18. Term and Extension of Contract ..................................................................................................................... 43 13.19. Suspension of Work ............................................................................................................................................. 43 13.20. Force majeure ........................................................................................................................................................ 44 13.21. Terminate the Contract ...................................................................................................................................... 44 13.22. Termination ............................................................................................................................................................ 45 13.23. Termination for insolvency .............................................................................................................................. 45 13.24. Termination for convenience .......................................................................................................................... 45 13.25. Right of Monitoring, Inspection and Periodic Audit ............................................................................... 46 13.26. Risk Management ................................................................................................................................................. 46 13.27. Publicity .................................................................................................................................................................... 47 13.28. Resolution of disputes ........................................................................................................................................ 47 13.29. Governing language ............................................................................................................................................. 47 13.30. Applicable law ........................................................................................................................................................ 47 13.31. Notices ....................................................................................................................................................................... 47 13.32. Taxes and duties ................................................................................................................................................... 47 13.33. Delivery, Installation and Commissioning ................................................................................................. 48 13.34. Standards ................................................................................................................................................................. 48 13.35. Guarantee / Warranty ........................................................................................................................................ 48 13.36. Arbitration (As per the State Government rules) ................................................................................... 48 **Consortium Criteria............................................................................................................................................................. 50

Bid Letter Form .............................................................................................................................................................................. 52 Form of Contract Agreement .................................................................................................................................................... 53 Bid Security (EMD) form ............................................................................................................................................................ 55 Check List .......................................................................................................................................................................................... 56 Compliance/ Agreed/ Enclosed/ Deviation Statement ............................................................................................ 56

APPENDIX I ....................................................................................................................................................................................... 57 Pre Qualification (PQ) Proposal submission forms ............................................................................................................ 57 Form – PQ#1A (Single Bidder / Prime Bidder) .............................................................................................................. 58 General Information ................................................................................................................................................................ 58




Form – PQ#1B (Consortium Bidder) .................................................................................................................................. 59 General Information ................................................................................................................................................................ 59 Form PQ#2 (Single or Consortium) ................................................................................................................................. 60 Turnover ...................................................................................................................................................................................... 60 Form – PQ#3 (Prime & Consortium) .................................................................................................................................. 61 Project Experience ................................................................................................................................................................... 61 Form PQ#4 (Prime / Consortium) .................................................................................................................................... 62 Manpower Deployment ......................................................................................................................................................... 62 Form – PQ#5 (Prime & Consortium) .................................................................................................................................. 63 Declaration Regarding Clean Track Record .................................................................................................................. 63

APPENDIX II ..................................................................................................................................................................................... 64 Technical Proposal Submission Forms ................................................................................................................................... 64 Guidelines for Technical Proposal ............................................................................................................................................ 65 Form – TQ#1 ............................................................................................................................................................................... 68 Understanding of the project .............................................................................................................................................. 68 Form – TQ#2 ............................................................................................................................................................................... 69 Proposed Manpower Schedule ........................................................................................................................................... 69 Form TQ# 3 ................................................................................................................................................................................. 69 Team Composition and Task Assignments .................................................................................................................... 69 Form TQ#4 : ................................................................................................................................................................................ 70

APPENDIX III .................................................................................................................................................................................... 71 Commercial Proposal Submission Forms ............................................................................................................................... 71 Form C#1 ..................................................................................................................................................................................... 72 Commercial Proposal Submission Form ........................................................................................................................ 72 FormC#2 .................................................................................................................................................................................... 73 Commercial Form ................................................................................................................................................................... 73 Annexure I ‐ Technical Specifications (Minimum) ..................................................................................................... 75

Glossary ............................................................................................................................................................................................. 99 ‐‐End of Document ‐‐ ................................................................................................................................................................. 100




1. Invitation for Open Competitive Bid (OCB) for

Identification of Agency for Setting up of “Centralized Dial 100 Command & Control Centre” at State Head Quarters, Hyderabad for Effective Emergency

Response System

1.1. RFP Notice APTS on behalf of Police Department, GoAP invites Request for Proposal (RFP) from qualified bidders towards the identification of Agency for Setting up of “Centralized Dial 100 Command & Control Centre” at State Head Quarters, Hyderabad for Effective Emergency Response System.

1.2. Introduction “Dial 100” denotes a computerized automated system to handle Public Distress which uses basic telephony, CDMA, GSM, Wireless Media based Command and Control. The technological solution shall be scalable and optimized to provide round the clock State wide coverage with adequate redundancy. A.P. POLICE has been entrusted by the Govt. of A.P with the work of providing an Effective Emergency Response Management System, hereafter referred to as “CENTRALIZED DIAL 100 COMMAND & CONTROL CENTRE” for the people of A.P. An Industry standard Centralized Dial 100 Command & Control Centre with Voice, Data & GPS‐GPRS VDU solution which can cater to the needs of people of all the Districts and Cities in the state of A.P. For the above mentioned work, APTS on behalf of A.P POLICE is inviting Proposal from Reputed and experienced Individual Firm/Joint Venture (JV) /Consortium / Society / Trust/ SPV/ MOUs having valid legal agreements.

1.3. Important Dates & Contacts Bid calling date 08/02/2014 Pre‐bid Conference for Clarification 17/02/2014 at 11.30 AM at APTS, 4th floor

Hyderabad Last date/time for clarification 17/02/2014 up to 5.00 PM Bid closing date/time 25/02/2014 at 3.00 PM Pre qualification opening date/time 25/02/2014 at 03.30 PM at APTS Technical Bid Opening Date Will be communicated to the PQ qualified biddersCommercial Bid Opening Date Will be communicated to the TQ qualified biddersBid Document Fee Rs.25,000/‐ DGP Office contact Person Addl Director‐ Police Communication

+919440627786, [email protected] [email protected]

APTS Contact Person GM(T2) , MD APTS [email protected], [email protected]




For further details regarding detailed Tender Notification, specifications and digital certificate please visit http://www.apts.gov.in and www.eprocurement.gov.in .

Managing Director,

A.P. Technology Services Ltd.




2. Scope of Work 2.1. Introduction Police in Andhra Pradesh will now be able to quickly reach trouble spots anywhere in the state with the extension of the 'Dial 100' facility that was hitherto available only in the cities. The project ‘Dial 100’ will ensure a prompt & dignified response from A.P Police to the people of Andhra Pradesh as and when they need it in distress. Presently the Andhra Pradesh Police department has established centralized Dial 100 Command Control Centre with GVK EMRI since April 2013 to develop an integrated emergency response service mechanism.

2.2. Objectives To create a fully equipped & Centralized Command and Control Centre

• Leverage the state of the art technology available • Capacity building • Awareness campaign amongst the community to enable them to avail the Police service.

The best IT and communication technology should be leveraged to put in place for a quick, effective and comprehensive Police response to all reported incidents of emergency in nature, based on a call‐centre model on the lines of 911 (USA), Chicago Police model.

2.3. Police Dept. Overview To enable delivery of all Police services at the door steps of the public, while making Police more accountable and their functioning more transparent, with a view to ensure total satisfaction of citizens with the delivery of assured quality of Police service. The Centralized Command and Control Centre will not only minimize the response time but would also fix accountability on the Police personnel with regard to time they took in reaching the scene of offence. In Dial 100 project, the selected agency is required to build and operate a modern state of the art Centralized Command and Control Centre for the state of Andhra Pradesh. This will be an integrated Dial 100 centre which shall also cohesively coordinate for other emergency services like Medical, Fire and other disaster related response services.

2.4. Detailed Scope of Work – About the “Centralized Dial 100 Command & Control Centre” The Scope of work shall include • Establishment & operationalization of the Centralized Dial 100 Command & Control

Centre in a dedicated fully furnished area not less than 15,000 Sft. identified/procured/available & maintained by the Bidder which will be inspected & approved by A.P Police & the decision of AP Police will be final. The location identified by the Bidder to establish this Command & Control Centre shall be within the geographical limits of Hyderabad or Cyberabad Police Jurisdiction only. Address of the location identified by the Bidder need to be furnished to the Police Department for Inspection




& Approval before the Installation & Commission of the Dial 100 Centre. The vendor will be responsible for creation of well furnished space for Command & Control Centre setup (according to Industry Standards) providing hardware, software, manpower, maintenance, management, development of web based packages and web enabling databases. The initial period of contract will be for five years from the date of establishing the centre which can be extended on performance and mutual agreement. Availability of identified space with readiness to operationalise the centre will carry additional weightage.

• The Command & Control centre will be 100 seated equivalent to 100 men per shift. • The Command & Control centre will operate in number of shifts of 8 hours as desired by

the client daily and will remain open on all days during the period of contract. Each shift will have number of call agents as desired by the client and agreed by the vendor. The vendor should make available the required staff to operate in shifts. A declaration to this extent to operate the Command & Control centre round the clock shall be provided by the bidder.

• Procurement, installation, operation and maintenance of the Centralized Dial 100 Command & Control Centre, which also includes manpower for operations, technology solution like setting up of Voice solution, Data solution, Server room readiness and connectivity between Central location and State Data Centre at PCS & S in DGP Office, Hyd.

• The staff required to run the Centralized Dial 100 Command & Control Centre need to be hired & trained by the Bidder before the operational date. Availability of the trained staff with the bidder as on the bid calling date shall carry additional weightage.

• The Scope will also include operation & maintenance of the 24x7, Call Centre (100 Seater) including supervisory terminals with relevant technology & manpower by the Bidder for a total period of 5 yrs which can be extended based on performance & mutual Terms & Conditions. The Bidder should also ensure that the technology & other infrastructure will have the provision to scale up to another 50 seats whenever the department requires so.

Initially Future Plan(Phase 2) # Designations Nos. Designations Nos. 1 Call Taker Desk 45 Call Takers 65 2 Dispatcher Desk (PDOs) 25 Dispatchers (PDOs) 35 3 Case Closure Desk 20 Case Closure Desk 35 4 Supervisors 6 Supervisors 10 5 Managers 3 Managers 4 6 Senior Officer 1 Senior Officer 1 Total 100 Total 150

(All the staff required for Dispatcher Desk, Supervisors, Managers, Senior Officer will be identified and appointed by the Police department)




• All the administrative staff required & their workstations need to be planned by the Bidder separately. All the resources procured & hired should be dedicated to the Dial 100 project only. The Police Dispatch Officers (PDOs) & their Supervisors would be from the AP Police department. Hence their salary & transport would be responsibility of the Police department, however the entire work environment need to be provided by the Bidder. The Call Takers, Case Closing Officers & all the other administrative staff would be in the Bidder’s payroll & their welfare including transport need to be taken care as per the industry standards by the Bidder and the Police department won’t be liable for the same. Best specifications shall be adopted by the vendor for commissioning, operating and maintaining the Command & Control Centre, though the minimum specifications in this regard are attached as AnnexureI.

• No products supplied under the RFP should be at the end of life or out of support.

• No IT equipment model should have been introduced in the market not later than 2 years back as on date of the bid.

Manpower: The manpower which is required to be placed as call takers and case closure officers should be preferably Graduate / minimum intermediate and having proficiency in Telugu, English and Hindi Languages.

The bidder to give a declaration in the Technical Bid on the availability of the required staff.

2.5. Command & Control Centre Features 1. ACD: Supplier/Bidder shall implement “Automated Call Distribution” feature to

distribute the calls to “Longest Idle Agent” or any other logic as per the queue dynamics & requirement. All agents & PDOs will login to this central ACD using his/her own unique ID.

2. PBX: Robust PBX wherein the phones will get registered. Sufficient PBX lines (roughly100 nodes) to be deployed and provision for adding more nodes to this PBX as and when required for expansion.

3. IVR: Two IVR ports shall be deployed for call queuing and announcements. The IVR shall be customized to announce the welcome and status message.

4. Reporting (Queue Management System): The Call Centre software design shall enable reporting which shall include the following, apart from the ability to retrieve the individual case dockets / call reports, Call handled by Agents, Skill Groups, location, queues etc.

5. Gateways: Centralized Gateways at Hyderabad shall route all the Dial 100 calls received from any service provider to the Dial 100 Command & Control Centre through 2 PRI lines provisioned for Inbound. Another 2 PRI lines need to be provisioned for Outbound Calls.




6. Loggers and Quality Management System: Supplier / Bidder shall deploy standard Voice logger having the capability of recording of all the Communication of Callers, Call takers, Dispatch officers and also Wireless Communication. All voice calls including both Inbound, Outbound & Wireless Communications need to be recorded. Supervisor shall have the capability to listen to the recorded calls / live calls using logger application. Storage Server needs to have a capability of storing the call recordings for at least 90 days in the Server. The Server shall have provision to backup the calls location / Date wise. The QMS (Quality Management System) application shall have capability to carry out monitoring of call and auditing the calls using online application. The inbuilt reporting capability for the same should be available. Supervisory application to manage & monitor queues for Incoming calls, Outbound calls, Dispatch queue & Case closure queue which should also have the feature to assign & change priority levels.

7. CTI( Computer Telephony Integration) PoP Up: CTI Pop up shall appear on Call taker’s desktop along with information of the caller (mobile/landline number and address), which will help the call taker to call back the caller in case of disconnection. This application should be capable of integrating with other applications of the Police dept and scalable to meet the higher performance needs. Application should have the capacity to integrate the tools/application to auto populate the location of the caller once the supporting technology is ready.

8. Phones: Bidder shall provide standard Digital phones for handling the calls. It is advised to have an option to login to ACD through Phone in case of CTI issues & this will be considered as one of the redundancy feature in the telephony. These phones should also have at least 6 party conference facilities.

9. Headsets: Bidder shall provide Noise cancellation Headsets that are compatible for the agents to take the call. (OEM certification & the equipment warranty should be enclosed in the form of declaration from the OEM)

10. Application Software: The application should be developed & customized to suite the Police Department’s requirement. These applications should cater to the requirement of call takers, dispatch officers, Police Stations (PS), Police Control Room (PCRs) & Case closing officers.

i. The Bidder need to deliver/ deploy /customize the required call centre application which will capture the data from the caller & other actions (dispatch the case to relevant PS/ (PCR) /Patrolling vehicle, action taken by PS/Patrolling Vehicle, PCR verification, Customer Feedback) required till the closure of the case as mentioned in the SOP ( SOP will be given to the Successful bidder by AP Police Dept) .

ii. The Bidder also needs to provision the extension of the same application to all the




PS/PCR & other Police offices for enabling the real time tracking & case details entry through the AP Police Intranet.

iii. The PDO application should have the option to assign priority level for the cases & input the case details from their end.

iv. The PS & the PCR should also have their respective fields to enter the case details & action taken from their end too.

v. The case closure application should populate all the information from the entire case journey & should also have fields to capture caller feedback & comments. It should also have a feature to escalate the cases pertaining to unhappy caller or actions not taken to the Police Escalation Desk.

vi. The application should also have the flexibility to make amendments on an ongoing basis due to the dynamic nature of the department’s work.

2.6. Data Solution i. Central location and State Data centre at PCS&S shall be connected via MPLS network provided & managed by the Bidder. Central location shall have a complete redundancy with full built in resiliency. Domain controllers with redundancy shall be implemented in the Central location, where users from districts and from the central location gets authenticated.

ii. Anti Virus Server with a management console solution shall be deployed at the Central location where internet feed will be provided only for AV updates. AV server will need to push AV updates to all desktops on daily basis to all the computers including laptops used in the Dial 100 Command & Control Centre.

2.7. Server room infrastructure readiness Server room shall have a door with access control reader to allow only authorized Personnel of the Bidder & the department. False flooring shall have at least one feet height from the actual floor. CAT6 cables have to be implemented for connectivity from the Patch Panel to the Agent’s work station. Separate ducts shall be available for electrical cabling & data cabling. Bidder/ Supplier shall ensure that the conduits are closed / concealed properly from the server room till the agent’s workstation. Each cable patch panel needs to be labeled properly for easy identification after thoroughly testing the connectivity. Server room at Dial 100 Command & Control Centre shall consist of 2 racks with cable manager for setting up Voice equipments & shall have sufficient place to work around the rack by moving freely. Sufficient cables shall be made available between the racks to extend voice / data network. The server room will have the following facilities as well:

• Access Control Reader to the server rooms • Access System with the alarms reporting to a central response desk or guard • Force Doors self‐closing with full close and lock within 5‐10 seconds • Separate AC in the server room. • Dedicated UPS (2 No.s) for providing support to all racks with dual supply to each




rack. • Central location server room area shall be around 20 x 20 Ft.

2.8. LAN Connectivity Bidder shall implement standard LAN switches & Standard Firewall restricting the access from other network to communicate with this MPLS network. Each Agent cubicle shall be enabled with separate data ports & voice ports. CAT6 cable shall be used for cabling from server room to Agent desks and similarly for interconnectivity between the racks. Bidder/Supplier shall be responsible for the overall connectivity with structured cabling, testing & certification. At least 4 Power sockets 5/15 Amp universal (UPS source) shall be deployed at each agent work station. Dedicated network bandwidth is to be allocated for the Dial 100 Command & Control Centre to avoid any latency.

2.9. Project Plan & Project Tenure Bidder shall provide a project plan for installation & operationalization of the project. This should also include a floor plan & the entire equipment layout. The period of contract agreement for setup & operations & maintenance of Centralized Dial 100 Command & Control Centre will be initially for a period of Five Years further extendable on mutual terms & conditions.

2.10. Warranty The warranty on the total project is required for 3 years. Extended warranty for another 2 years should be backed in.

2.11. Project Implementation The entire Project shall be implemented & operationalise within 45 Days from the date of award of the work order to the successful Bidder.

2.12. Site Preparation a. The site for Implementation of Centralized Dial 100 Command & Control Centre

shall be provided by the bidder as per the required environmental conditions. b. The complete installation of the system shall be the responsibility of the

successful bidder. c. Earthing arrangements for all the Equipment shall be the responsibility of the

successful bidder and to be carried out as per the industry standards. d. Necessary lightening arrestor shall be provided for the equipment as per industry

standard. e. The preparation of the site including Generator, UPS & electrical wiring, LAN

cabling, telephone cabling, co‐axial cabling for wireless equipment, civil, air‐conditioning, mechanical works, etc. would be carried out by the successful bidder and shall be quoted accordingly.

f. Falls ceiling, anti static flooring need to be provided by the bidder.




g. Drawings: The successful bidder shall be responsible to provide the drawings of the equipment layout & wiring.

h. A small pantry and dining hall need to be provisioned close to the operations floor for the employees / PDOs for refreshments.

i. Separate sanitation facility for Ladies and Gents, locker facility need to be provided.

j. A briefing room with Public Address system, Projector, Screen & networked computer that can accommodate at least 50 people should be provided for the regular briefings & trainings.

k. Five fully furnished cabins for Senior Police Officers/ Managers need to be provided.

l. Bidder / Supplier shall provide standard Desktops with latest hardware configuration, operating system & two 19” LCD monitor for each computer (one for data display & one for maps)

m. 4 Nos of 42 inches LED Screen for displaying queue status for Call takers & Dispatchers separately. Another 2nos 42” LED TVs need to be provisioned to continuously display different news channels.

n. There should be CCTV monitoring setup for the entire operations floor covering all entrances/exits & server room along with one 42” LED Screen, NVR (network video recorder) with 2 months data storage capacity.

o. Necessary power back up measures for A/C, Fans, Lights & UPS to cater to even long power failure situation, to ensure smooth functioning of Dial 100 system & provide a conducive environment to work.

p. 3 Laptops and 3 Multi Functional Printers need to be provided (One Printer need to be connected as a network printer in the Dial 100 Operations floor).

2.13. Role of Police Department The Department will be responsible for the following:

a. Designate a person to be the nodal point of contact for the vendor. b. Authorize the selected bidder to establish and manage the Centralized Dial 100

Command & Control Centre. c. Issue of Letter of Intent (LoI) to the selected Bidder & signing of Contract

Agreement. d. Enter into agreement with the selected bidder. e. Assist in liaisoning with other departmental agencies for gathering relevant

information f. Providing sign‐offs for the deliverables.




g. Release the funds to the selected Bidder as per the terms and conditions of the agreement.

h. Provide necessary support & necessary information about Police for department use.

i. Inspect & certify the hardware & software equipments bought & installed for Dial 100 operations is as per the quality specifications mentioned in RFP.

j. Facilitate the process of getting toll free number “100” to the service provider. k. Provide necessary permission to the selected Bidder for implementation of the

Dial 100 Command & Control Centre project. l. Release timely payments as per approved 'Financial Bid' (Annexure‐D) of the

Tender Documents m. Department will not be responsible for any accidents or loss of life caused by the

bidder’s negligence. The bidder will also have to pay for all indemnities arising from such incidents and will not hold Department responsible or obligated.

2.14. Roles & Responsibility of Bidder The bidder will be responsible for the following activities:

i. Site Preparation:

a. Identification / Procurement of space not less than 15,000 Sft. dedicated in the geographical Police limits of Hyderabad/ Cyberabad Commissionerates, which is to be inspected and approved by the Police department.

b. Establishment & operationalization of the Centralized Dial 100 Command & Control Centre in a not less than 15,000 Sft. identified/procured & maintained by the Bidder.

c. Bidder is required to do all prior work of installing the required hardware & software, recruitment and training, test dialing etc. in 45 days time from the date of award of contract to them and should start operations within this period.

d. The successful bidder shall provide Site Plan and equipment layout plan for the System within 10 days of issue of LoI.

e. The vendor shall provide physical area, infrastructure, hardware, software and manpower as specified. Best specifications shall be adopted by the vendor for commissioning, operating and maintaining the Command & Control Centre, though the minimum specifications are provided in this RFP.

f. Bidder should set up & operationalize the Centralized Command & Control Centre to receive calls from the people of entire A.P State from all networks.

g. Bidder will offer financial bid stating total expenditure for the services provided month wise & year wise for the contract period of five years.




h. The bidder will need to specify the initial capacity of the Command & Control Centre and also present the projected scaling‐up of the Command & Control Centre based on their experience. The financials (additional cost per seat for scaling‐up) need to be mentioned.

i. Bidder should develop & maintain the software specifically required for Dial 100 Command & Control Centre and it should also have the provision for up gradation/ additions as per requirements of the Police Department in future. The software so developed will essentially be licensed in the name of Police Department, GoAP.

j. The Police department reserves the right to conduct inspection of any employee and Centralized Call Centre at any time.

k. Bidder will be solely responsible for obtaining all statutory approvals required for operating the Command & Control Centre & service. It may request Government assistance for such approvals if required.

l. Office space must also accommodate administrative staff, support staff and confidential records, as well sufficient telecom and data lines, telephones and computer hardware.

m. Any equipments, furniture, etc that are bought for this Dial 100 project & paid by AP Police will be the sole property of AP Police and shall be handed over to the department in good working condition at the end of the contract period.

ii. Hardware & Software

a. Provide a final BOM (as per the latest Market Specifications) required for the Dial 100 Command & Control Centre to get functional.

b. Bidder should provide the BoM for establishment of Customized Complete Solution for Centralized Dial 100 Command & Control Centre with detailed specifications of Hardware & Software in the bid document.

c. Bidder should implement the Computer Aided System which will immediately locate the nearest Police Station / GPS‐ enabled patrol vehicle, to the caller's location and initiate dispatch in real‐time.

d. Bidder should have to replace immediately the hardware equipment or software which is found to be of inferior quality and adversely affecting quality of service.

iii. Deployment of Manpower

a. Bidder will engage adequate staff to run the Dial 100 Command & Control Centre in full capacity and according to the forecast & scale up model suggested in the Project Plan. All costs related to hiring the Dial 100 Command & Control Centre staff will be borne by the successful bidder.




b. The employees so engaged for the Dial 100 project need to be as per the industry standard & the Bidder need to adhere to labor act & other statutory compliances.

iv. Training

a. The selected bidder will be solely responsible for the training of the Dial 100 Command & Control Centre staff & ensuring their skills for a quality service.

b. The Bidder should also ensure the relevant training is given to all the Police personnel involved in the operations of Dial 100 in batches.

c. The Bidder should also ensure the training is conducted for the Police Control Room (PCR) Nodal officers in batches at Hyderabad according to the requirement & schedule given by the Police personnel in charge. These Nodal officers are to be trained & equipped with all the training materials, so that they can impart the same to the Dial 100 duty officers in the Police stations in their jurisdiction.

v. Backup services

a. Bidder should maintain the Call detail Database containing the information about the personal details of the citizens, complaint details, place of calling, date and time of call received, answer given, etc. on a web enabled database which can be accessed from anywhere on the web by authorized users. Relevant redundancy measures need to be taken by the bidder to ensure no data loss due to any unforeseen events. All these information is extremely sensitive & the successful Bidder is strictly advised to follow all norms of information confidentiality.

b. The data & voice logs of the Dial 100 operations need to be backed up daily & need to be handed over to the police department on a monthly basis using storage media like tape drive.

c. The DGP will be the overall in charge of the project “Dial 100 Command & Control Centre”. It will be the duty of successful bidder to secure permissions required for providing the services with access to the databases etc.

d. Bidder should provide technological, leadership, administrative and managerial support in open and transparent manner to produce mutually agreed outcomes.

vi. Other services

a. Observance of strong & healthy management practices, employing appropriate advanced technology and safe methods.

b. The calls will be routed to the Fire service department or Medical & Health Dept. for ambulance if required, depending on the emergency. The 100 number will be accessible from any Mobile/Land line phone of any service provider across the state of Andhra Pradesh.




c. The Bidder shall undertake periodical preventive maintenance of Equipment, Accommodation to ensure uninterrupted operation of the Project Facilities.

d. Bidder should offer a comprehensive 24x7x365 Command & Control Centre, providing uninterrupted Dial 100 service by putting in place robust technical and managerial support system for this mission critical project.

e. The bidder will provide software for recording and monitoring calls on 24x7x365 basis. f. Bidder will be responsible for rendering the services from the Dial 100 Command &

Control Centre. All costs related to the establishment, operation and maintenance of this Command & Control Centre will be borne by the bidder.

g. Bidder must implement precautions to ensure that files and programs can be re‐created in the event of loss by any cause, including a plan to safeguard data files.

h. Bidder should be responsible for settling day‐to‐day issues related to breakdowns, disconnections etc. with the telephone companies.

i. Bidder should appoint a person to be the nodal point for coordinating with the Police department. The person identified must be available over phone at all times.

j. Bidder shall install and maintain Air‐Conditioning equipment. k. Bidder shall provide required printers, stationary, envelopes etc., at Command &

Control Centre and printing of MIS reports. l. Bidder shall provide state level administrative/supervisory console login to the DGP

& ADGPs concerned through PCS & S. m. Bidder should engage required technical resources / engineers or any other technical

staff required at his expense to maintain the system during the contract period. n. Any other requirement for the smooth implementation of this project & is missed out in

this RFP may be furnished by the Bidder in Technical & Commercial proposal. o. Continue to build professional relationships with key stakeholders & groups

participating in the project. p. Bidders shall be deemed to have understood and agreed that no explanation or

justification for any aspect of the Selection Process will be given and that the Police department’s decision is without any right of appeal whatsoever.

q. Bidder will make the best effort to ensure that the quality of deliverables meets the expectations of the Police department.

r. The deliverables will be accepted only if they confirm to the specifications as laid down in this Scope of Work. Deliverables of the Bidder will be considered to have been formally accepted only after the Department communicates so in writing.

s. Any queries regarding the deliverables will have to be answered by the Bidder within 5 working days.




t. Bidder will share all intermediate documents, drafts, reports, surveys and any other item related to this assignment with the Police Department. All work products, information & any other data of this project should be deemed as proprietary to A.P Police and non shareable.

u. The bidder will provide all call‐logs, voice‐logs, voice recordings and other necessary details as and when required by the Police Dept /GoAP. It will also be submitted to Police Department in Daily/weekly/ fortnightly/monthly/annual reports or as directed by the Department in the format desired by the Department.

v. Bidder shall organize weekly/fortnightly review meetings to review functionality issues and progress of work. The frequency of meetings will be intimated by the Bidder in consideration of requirements in the interest of the project.

w. Bidder should generate the daily, weekly, monthly reports shall include the following but not limited to:

• Report on calls handled & calls pending, • Average duration of calls, • Min. & max duration of calls, • Number of instances the operator found busy, • Calls abandoned due to breakdown, • Calls made / referred to stakeholder institutions. • Call type etc.

x. Bidder should submit quarterly / half yearly / annual progress report to DGP, Police Department.

y. Bidder should prepare the minutes of the review meetings mentioning the issues discussed, decisions taken on them and appropriate level at which these required to be resolved.

z. Bidder should submit hardcopies and softcopies of all the deliverables to Police Department.

aa. Bidder will sign on agreement with the Police Department for running the Command & Control centre.

bb. Bidder will be solely responsible for managing the activities of its personnel and will hold itself responsible for any misdemeanors.

cc. Bidder Conduct Research and Analysis of data generated and furnish the conclusions to designated Police Dept. officials monthly/yearly or as on required basis.

dd. In respect of any matter relating to the agreement, always act as faithful partner to the Police Department , GoAP and shall all times support and safeguard the Government’s legitimate interests in any dealing with the contracts, sub‐contracts and third parties.

ee. Prime / Consortium bidder to maintain 99.9 per cent up time of the complete integrated IT based system along with real‐time tracking otherwise penalty will be imposed.

2.15. Functional Requirements




a) Bidder shall propose the most suitable integrated system solutions. b) The system shall be designed in a manner that operational data is not lost in case of

any failure of equipment or communication network. c) Provision of suitable disaster recovery mechanism with 100% redundancy at the

hardware level. d) The system shall have a provision to integrate the system in the District Control

Room & Police Stations through PCS. e) Main control room should be mirrored in another alternate location/city as and

when notified by AP Police / APTS. All the requirements including location & hardware would be provided by the Police Department for the same & hence it shall not form the part of commercial bid.

f) The system shall have the capacity of functioning 24 x 7 throughout the year in Indian Conditions.

g) Solution shall provide 99.9% monthly uptime for the entire setup. In case one network control unit fails, the degradation shall be defined by the Quality of Service (QoS); & QoS policy to be implemented. Service Level would be reviewed on monthly basis and degradation of the service for consecutive 3 months would result in major penalty. The QoS policy will be supplied by the Dept after award of Contract to the Successful bidder.

h) The system should have dedicated bandwidth for Dial 100 to avoid any latency & ensure smooth functioning.

i) The functional requirements are only indicative. j) Bidder shall quote the latest system available at the time of submitting the

technical and financial bids. k) Bidder shall provide third party / AP Police department audit certification of the

installed communication network in compliance to the security and other requirements at its own cost from a panel of auditors. Details will be given at appropriate stage.

2.16. Confidentiality and Intellectual Property Rights (IPR) a. Confidentiality

• The successful bidder must maintain absolute confidentiality of the documents/ maps/ tools collected in any form including electronic media and any other data/information provided to him for the execution of the work.

• The bidder should not use the Project data for any purpose other than the scope of work specified in the document and added/ amended before signing the contract.




• The Bidder must remove/ destroy the entire data from his custody after completion of the contract period. If at any stage it is found that the bidder is using the data provided by the client any time during the contract execution or after completion of the contract for any other purposes, stringent legal action will be initiated as per applicable law of land and the contract will be terminated without assigning any reasons.

• Bidder shall not disclose to any one, any information marked as confidential and communicated or made available or accessible by the firm during execution of the work.

b. Use of documents and Information • The bidder shall not, without prior written consent from Police Department

/APTS, disclose/share/use the bid document, contract, or any provision thereof, or any specification, plan, drawing, pattern, sample or information furnished by or on behalf of the Police Department/APTS in connection therewith, to any person other than a person employed by the bidder in the performance of the contract. Disclosure to any such employed person shall be made in confidence and shall extend only so far as may be necessary for purposes of such performance.

• The bidder shall not, without prior written consent of Police Department /APTS, make use of any document or information made available for the project, except for purposes of performing the Contract.

• All project related document (including this bid document) issued by Police Department /APTS, other than the contract itself, shall remain the property of the Police Department /APTS and shall be returned (in all copies) to the Police Department /APTS on completion of the Bidder’s performance under the contract.

• The vendor will have to submit source code required documentations to Police Dept. and Police Dept. will have full rights over the source code and IPR shall belong to Police Dept. and vendor will not posses any rights. On changes in the source code or documentation the vendor will have to provide source code / documentation to Police Dept from time to time.

2.17. Terms of Payment for Cost of Audit The Lead Member & its Consortium Partners shall bear their own costs of any audits and inspections. The terms of payment are inclusive of any costs of the solution.

2.18. Obligations The Primary Bidder shall be obliged to implement any proposed changes once approval in accordance with Article above has been given, with effect from the date agreed for implementation.




3. Prequalification Criteria APTS invites the interested & eligible entrepreneurs desirous of bidding for the project and who meet the following Pre‐ qualification criteria (PQ):

# PreQualification Criteria Description Supporting Documents to be submitted by the bidders

Nature of bidding Single bid / Max 3 Consortium

1 Legal Entity

Bidder must have registered under Companies Act, 1956 or a partnership firm registered under LLP Act, 2008, Societies ACT1860 and also Registered with the Service Tax Authorities.

The Registered society/company/partnership firm should have been operating for the last three years.

Prime Bidder (lead Member) & Consortium Bidder should submit:

i. RoC ii. Copy of Service Tax Registration Certificate.

2 Turnover

The Prime Bidder shall have an annual turnover of Rs. 30 Crores & above for the last three (3) years i.e., 2010‐11, 2011‐12 & 2012‐13 of the firm.

Prime Bidder(lead Member) should submit of the following:

i. Audited balance sheet ii. Profit & Loss statement iii. Certificate from the statutory

auditor 3 The Lead Member should have an annual minimum

turnover of INR 5 Crores from the centralized call centre solutions from any two years from the last three (3) years i.e., 2010‐11, 2011‐12 & 2012‐13.

Certificate from the statutory auditor

4 Past experience in the establishment & maintenance of call center in the State/Central/PSU

a. The bidder should have an execution of minimum two (2 Nos.) state wide projects of the nature and complexity comparable to the proposed project within last three (3) years shall be furnished by the firm or any constituent of the JV/Consortium/ society / trust /MOU partners as a proof of expertise /capacity to execute the projects.

b. The call centre project executed should be active & running as on the bid calling date.

c. An experience of running 80‐100 seater call centre specialized in serving emergencies for the last 2 years i.e., 2011‐12 & 2012‐13 is mandatory.

Prime Bidder(lead Member) & Consortium Bidder should submit any of the following:

i. Work order & work completion certificates from client dept.

ii. Performance certificate duly signed by the authorized signatory from the client end.

iii. Work satisfactory certificate from the client dept.




d. A detailed list of past customers together with contact, address etc. of each customer in order to show past performance in the execution of projects of a comparable nature and complexity shall be provided.

Note: The experience of running inhouse call centre/help desk for bidder’s own operations or their partner/associate’s operation will not be counted & only experience of running a call Centre for third party clients will be considered.

4 Manpower Deployment

The bidders must have 200 Graduates on its roll. Bidders will furnish information of such personnel and alternate for each mentioning the experience in similar works.

Prime Bidder(lead Member) / Consortium Bidder should submit SelfCertification by the authorized signatory.

• List only key management and specialist positions in the bidders.

• Details of the personnel in the Project Management Team from the Lead Member.

5 Local Presence

Bidder should have local office as on date of bidding.

Note: An undertaking in this regard should be submitted on the Company Letter head. If the bidder is not having local presence, it has to open a local office within 15 days from the issue of LoI and same must be communicated to APTS for future correspondence.

Prime Bidder & Consortium bidder should submit Self certified office address.

6 Blacklist

Bidder shall not be black listed by any State / Central Government Department, Ministry or Agency for breach of Contractual Conditions as on bid calling date. The bidder should also not be entangled in any legal disputes with any Govt./PSU body.

Self Declaration Certificate that the Prime Bidder (lead Member)& Consortium bidder is not black listed and is not in any legal disputes as on the bid calling date.

Self Declaration Certificate to be enclosed in the bid duly signed by the authorized signatory on its letter head.




Note: Any bidder who offers discounts/ benefits suomoto after opening of commercial bid(s) will be automatically disqualified from the current bidding process without any prior notification and also may be disqualified for future bidding processes in APTS.

1. Bids can be submitted by an Individual firm or a Consortium. (Please refer *Consortium Criteria at pg 51) a. “Consortium**” shall mean more than one company up to a maximum of three(3)

which joins with other companies of complementing skills to undertake the scope of work defined in this RFP.

b. Memorandum of Understanding (MOU)/agreement among the members signed by the Authorized Signatories of the companies dated prior to the submission of the bid to be submitted in original. The MoU /agreement shall clearly specify the prime bidder, stake of each member and outline the roles and responsibilities of each member. However, complete responsibility from the submission of Bid to the successful completion of the project lies with the Prime Bidder.

c. Representations received from the bidders within 3 days from the date of opening of technical bids on the issues related to Pre‐qualification/Technical bids evaluation and within a day from the date of opening of commercial bids on the issues related to the commercial bid evaluation will only be accepted. Representations received beyond this period will not be considered and strictly rejected.

d. If the bidder is not having local presence, it has to open a local office within 15 days from the issue of LoI and same must be communicated to APTS for future correspondence.

e. The bidder should upload all the required documents with clear visibility, avoid missing documents and avoid bidding mistakes. In such cases, APTS reserves it’s right in seeking clarification from the bidder and may disqualify the bidder for the bidding mistakes, missing documents and for the documents that are not clear.

f. Number of Bidder forming part of Joint Venture/Consortium/ Society / Trust/MOU shall not be more than three (03) including OEM. They must be well established in Voice & Data Technology and must have a valid agreement (SPV), establishing their business associations. If the consortium’s major partner is based abroad, they must have an office in India. The MoU of consortia should be submitted with detailed roles & responsibilities of the consortium members & a statement on the financial stake.

g. The name of the Bidder constituting a Joint Venture/ Society / Trust /Consortium/SPV/MOU shall be indicated at RFP stage but no change in such proposed constitution shall be permitted at a later stage.

h. The Bidder shall have sufficient technical expertise, relevant experience and requisite infrastructure to develop / install Voice, Data Solution.

i. Bidder shall include among other things, objectives of the Bidder, the proposed




management structure, contribution of each constituent, role and responsibility of each constituents covering all aspects of the planning and successful execution of the work, the commitment of the constituents to the joint and several liability for due performance.

j. Before award of the work, the JV/ society / trust /Consortium/SPV/MOU shall submit the agreements etc. relating to their joint venture/ society / trust /Consortium/MOU duly registered before the appropriate authority. Bidder shall clearly spell out the individual share of the constituents of JV agreements/Consortium agreement/SPV/MOUs.

k. All constituents of Bidder shall be jointly and severally liable/ responsible for the successful completion of contract as per the terms and conditions of the contract agreement irrespective of their share and role specified in JV agreement/ society / trust /Consortium agreement/MOUs.

l. Application Fee, Earnest Money Deposit, Security Deposit, Performance Guarantee, Bank Guarantee etc. shall be submitted by the lead member Firm.

m. Any change in the composition of Firm after submission of the offer, but before acceptance of the same by A.P POLICE be treated as resiling from the offer with the attendant consequences, such as forfeiture of EMD and other consequences as per tender conditions.

n. The Lead Member shall be nominated as overall in‐charge of the execution & a single point of contact for the execution of the project. The Bidder agreement shall specify its Lead Member which shall be authorized to incur all liabilities and receive instructions for and on behalf of the Bidder. This authorization shall be with further stipulation that it shall be valid for the entire period of the Mapleton/extended period of the work including maintenance period.

o. Once the contract is awarded to the Bidder, the composition of the Bidder including the individual stakes in it cannot be changed till completion/extended period including maintenance period.

p. Deviation from this shall be treated as termination of contract and shall attract the liability as specified in the Tender.

q. An applicant shall not have conflict of interest that may affect the bidding process or the Bidder (the “Conflict of Interest”). Any applicant found to have a Conflict of Interest shall be disqualified.




4. Instructions to Bidders

4.1. Completeness of Response a. Bidders are advised to study all instructions, forms, requirements and other information

in the RFP documents carefully. Submission of the bid shall be deemed to have been done after careful study and examination of the RFP document with full understanding of its implications.

b. The response to this RFP should be full and complete in all respects. Failure to furnish all information required by the RFP documents or submission of a proposal not substantially responsive to this document will be at the Bidder's risk and may result in rejection of its Proposal.

4.2. Proposal preparation costs & related issues a. The bidder is responsible for all costs incurred in connection with participation in this

process, including, but not limited to, costs incurred in conduct of informative and other diligence activities, participation in meetings/discussions/presentations, preparation of proposal, in providing any additional information required by facilitating the evaluation process.

b. Will in no case be responsible or liable for those costs, regardless of the conduct or outcome of the bidding process.

c. This RFP does not commit to award a contract or to engage in negotiations. Further, no reimbursable cost may be incurred in anticipation of award or for preparing this RFP.

4.3. Pre‐bid Meeting 1. APTS shall hold a pre‐bid meeting with the prospective bidders as per RFP Clause 1.3.

The Office of the Managing Director Andhra Pradesh Technology Services Ltd., IVth Floor, BRKR Bhavan, Tankbund Road, Hyderabad – 500 063

2. The Bidders will have to ensure that their queries for Pre‐Bid meeting should reach by email bidders as per RFP Clause 1.3.

3. All and any queries related to Scope of work, Payment Terms and mode of selection will be entertained during Pre‐bid clarifications meeting.

4. Max. Two representatives authorized by the company will be permitted to attend the

The Managing Director Andhra Pradesh Technology Services Ltd., IVth Floor, BRKR Bhavan, Tankbund Road, Hyderabad – 500 063 Telephone: (040) 2322 0305, (040) 2322 3753 Fax: (040) 2322 7458 : Email : [email protected]




meeting.

4.4. Responses to Pre‐bid Queries and Issue of Corrigendum a. The Nodal Officer notified by the APTS will endeavour to provide timely response to all queries. However, APTS makes no representation or warranty as to the completeness or accuracy of any response made in good faith, nor does APTS undertake to answer all the queries that have been posed by the bidders.

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

c. The Corrigendum (if any) & clarifications to the queries from all bidders will be posted in the portal www.eprocurement.gov.in.

d. Any such corrigendum shall be deemed to be incorporated into this RFP. e. In order to provide prospective Bidders reasonable time for taking the corrigendum into account, APTS may, at its discretion, extend the last date for the receipt of RFP Proposals.

4.5. Right to Terminate the process a. APTS may terminate the RFP process at any time and without assigning any reason. APTS makes no commitments, express or implied, that this process will result in a business transaction with anyone.

b. This RFP does not constitute an offer by APTS. The bidder's participation in this process may result in short listing of the bidder.

4.6. Preparation of Proposals a. The Proposal as well as all related correspondence exchanged by the bidders and APTS shall be written in English language, unless specified otherwise.

b. In preparing their Proposal, Consultants are expected to examine in detail the documents comprising the RFP. Material deficiencies in providing the information requested may result in rejection of a Proposal.

c. The Technical Proposals shall contain an Executive summary giving a brief overview of the manner in which the bidder proposes to achieve the outcomes and the assessment of resources required.

d. The bidder is expected to submit the Technical Proposal as per the format given in Appendix II. Submission of the wrong type of Technical Proposal will result in the proposal being deemed non‐responsive. The Technical Proposal shall not include any financial information.

e. The Financial Proposal shall be prepared as per the format given in Appendix.

4.7. Submission of Responses a. The bidder shall submit the bid through e‐Procurement platform only.




b. The bidder shall submit (3) proposals – PreQualification Proposal, Technical Proposal and Financial Proposal as per format given in Appendixes on e‐procurement portal.

c. The original proposal both Technical and Financial shall contain no interlineations or overwriting, except as necessary to correct the errors made by the bidders themselves. The same authorized representative who has signed the proposal shall initial the corrections.

d. An authorized representative of the bidders shall initial all the pages of the original Technical and Financial Proposals. The authorization shall be in the form of written power of attorney accompanying the proposal and supported by any evidence that the representative has been duly authorized to sign.

e. One copy of the documents necessary for Pre‐Qualification as per the format given in Appendix I, shall be submitted. An authorized representative of the bidders shall initial all pages of Pre‐Qualification documents submitted.

f. The bidder shall submit one softcopy of the Technical Proposal in the form of a non‐rewriteable CD. CD media must be duly signed using a Permanent pen Marker and should bear the name of the bidder.

g. Bidder must ensure that the information furnished in the CD is identical to that submitted in the original paper document. In case of any discrepancy, the information furnished in the original paper document will prevail over the soft copy.

h. The bidder shall ensure that the proposal cost quoted in the Cost Break‐up form (Form‐C2) matches with the total cost (inclusive of taxes) quoted in the Commercial Proposal form (Form‐C1).

4.8. Bid Submission Format a. The entire proposal shall be strictly as per the format specified in this Invitation for

Expression of Interest and any deviation may result in the rejection of the RFP proposal.

b. The documents to be submitted for PreQualification are: i. General Information of the Bidder – Form PQ#1 ii. Financial Turnover – Form PQ#2 iii. Past exp. in call center maintenance – Form PQ#3 iv. Manpower available with relevant Exp.– Form PQ#4 v. Self Declaration Certificate – Form PQ#5 vi. Bid Security.

c. The documents to be submitted for Technical Proposal are: i. Executive Summary ii. Description of approach, methodology and work plan for Computerization of

Dial 100 Call center – Form TQ#1




iii. Proposed Work Schedule ‐ Form TQ#4 d. The documents to be submitted for Commercial Proposal are:

i. Commercial Proposal submission ‐ Form C#1 ii. Financial Proposal Cost Break‐up ‐ Form C#2

4.9. Venue and deadline for submission a. Proposals must be submitted through e Procurement Platform only on or before the

last date time given. b. Any proposal received by the APTS after the above deadline shall be rejected. The

bidders should take care in uploading their bids & supporting documents well in advance so as to avoid last minute rush & failures. APTS will not entertain any such complaints of failure on the e procurement portal.

c. The bids submitted by telex/telegram/fax/e‐mail, etc. Shall not be considered. No correspondence will be entertained on this matter.

d. APTS reserves the right to modify and amend any of the above‐stipulated condition /criterion depending upon assignment/project priorities vis‐à‐vis urgent commitments.

4.10. Short listing Criteria a. APTS will shortlist bidders who meet the Pre‐Qualification criteria mentioned in this

Invitation to RFP. b. Any attempt by a Bidder to influence the bid evaluation Process may result in the

rejection of its RFP Proposal. c. APTS will constitute a Proposal Evaluation Committee to short‐list the bidders

according the Pre‐Qualification criteria given in this document.

4.11. Evaluation Process a. The evaluation will be 3 stages i.e., PQ, TQ & Commercial of the proposal submitted by the

bidders. b. The bidders will be shortlisted based on the Pre‐Qualification criteria as given in

section 3 of this RFP document. c. The bidders who qualify in PQ evaluation will be eligible for opening of Technical

Evaluation & also bidder should arrange for Technical presentation on the features of the proposed software.

d. The bidders have to score a minimum of 70 marks in Technical evaluation to be considered for Financial Evaluation as per the criteria.

e. Technical Presentation Date, Time & Venue will be informed as per schedule fixed by the evaluation Committee.

f. The Financial Proposal of those bidders who get more than 70 marks out of a maximum of 100 marks, in the Technical Evaluation shall be considered for




commercial bid evaluation. g. The technically Qualifying Financial Proposals will only be opened. h. The overall evaluation shall be 50: 50 i.e. 50% weightage to the Technical evaluation

(technical Evaluation criteria as per section 5 of this RFP ) & 50% weightage to Financial Evaluation.

i. The proposals will be ranked in terms of the Overall Scores obtained from Highest to Lowest. The bidder with the highest overall score will be considered for award of contract & will issue LoI.

4.12. The Technical Proposal shall cover the following: a. Core business areas of operation, number of years in the business, ownership and

organizational structure of Firm.

b. BoM required for executing the project. c. Manpower identified for deployment to the project.

d. Approach & project execution document e. Client and Project brief details of similar projects.

f. Training plan. g. Project Plan for the proposed project along with System design, BOM and detailed

specifications together with a Project Tracker showing anticipated time schedule with milestones.

h. Floor Plan of the proposed project with equipments layout model. i. Any other relevant information.




5. Technical Evaluation Criteria Project Evaluation Committee (PEC) will evaluate the Technical Proposals of the Pre‐Qualified bidders as per the following Stage I & Stage II criteria:

Stage –I – TQ Evaluation

Sl .No Technical Evaluation Parameter

Description Maximum Marks

1.

Proposed Technical Solution

EMS Software application Proposed : Quality of software application developed and algorithms with relevant features.

10

Call centre design and operationalization Procedure: Innovative features specified for Effective and efficient call centre

10

Understanding the overall management of services: i. Methodology for the proposed service ‐5 Marks ii. Proposed work Plan based on Innovative services ‐ 5

Marks iii. Demonstration of training capacity (own training

facility) by the bidder – 3 Marks iv. Demonstrating effective delivery and follow up

action ‐ 2 Marks

15

2.

Past experience of Similar projects like 104,108 or

Telecom services (in terms of no. of

projects)*.

No of similar call centre projects (minimum 80 seats for each project) handled by the bidder along with the features mentioned in the RFP in the last three years i.e., 2010‐11, 2011‐12 & 2012‐13. • 2 Project – 10 Marks • 3 Projects – 15 Marks • >3 Projects – 20 Marks

Supporting documents including Purchase Orders / work orders & Completion Certificate should be submitted.

20

3

Key Professional Staff : Experience and Competence

for the assignment

The evaluation will be done on the following sub criteria • Team Leader ‐ 10 Marks • Key Staff (Operators, In charges etc.,) – 10 marks.

20

Stage –II – Technical Presentation cum Live Demo

4. Technical Presentation

Methodology of Operational Plan (Live Demo) 10IT Solution (Live Demo) 10Manpower Deployment Plan 5

Total Marks for Stage I & Stage II criteria 100




6. Award of Contract The proposals will be ranked in terms of the Overall Scores obtained from Highest to Lowest. The bidder with the highest overall score will be considered for award of contract.

7. Contract Period The contract period is up to 5 years initially and shall be extended based on the performance and as per the requirements and as per mutual consent of both the parties

8. Project Deliverable and Timelines The bidder should ensure that the deliverables are submitted to AP. POLICE as per the timelines in the RFP.

I. Daily and Monthly Trending Reports The following daily and monthly trending reports must be provided by the Vendor:

a. Average Speed of Answer b. Service Level Percentage c. Calls Offered d. Calls Handled e. Abandoned Call Rate f. Average Talk Time g. Average Hold Time h. Average Handle Time i. Longest Delay Before Answered j. Outbound Call Volume k. Outbound Call Duration l. Average Delay Before Abandon m. Longest Delay Before Abandon n. After Call Work(Wrap Up)

II. Additional Reports The below mentioned additional reports must be provided by the Vendor

a. Agent Hours Report b. Staffing Distribution Report c. Any other report as requested by Police Department.

III. User manual, Training manuals

IV. Technical documents viz., SRS, SDD etc

V. The customized source code




9. Payment Model

The method and conditions of payment to be made to the Firm under this contract shall be specified as follows. IT if any will be deducted at source as per IT act. The Bidder’s request(s) for payment shall be made to the Police Department in writing accompanied by the details of work executed, supported with evidence of accomplishment of the item wise work. The Payment schedule shall be as follows:

a. Capital Expenditure: All the hardware & software equipments required for the Dial 100 Operations according to the specifications in RFP, need to be procured by the Bidder & the same shall form the part of Commercial Bid.

b. Operational Expenses: The operational expenses would be paid to the Bidder on a quarterly basis as per the mutually agreed terms in the agreement & operational plan.

Phase Milestone Timeline Payment CAPEX Payment 1. CAPEX‐ On delivery & commissioning of the

hardware, Application, manpower and system at site, submission of Invoice, Delivery Challan, Installation reports signed by the authorized person of the vendor and its verification, acceptance by Police Department or its Designated agency.

T0+ 30 days

60% of CAPEX

2. The remaining CAPEX will be paid in 20QGRs**. The First Quarter installment would be due 3 months from the date of “Go‐Live” declared by the Dept. The Subsequent Installments will be released after 3 months from the date of previous installment

40% of CAPEX

OPEX Payment – O&M phase Operation and Maintenance Amount shall be amortized over a period of 5 years and payment shall be made in 20 equal quarterly installments & the O&M phase will commence from declaration of “GoLive” by the Department

1. OPEX‐ In equal 20 QGR 100% of OPEX

T0 = 2weeks from date of signing of contract agreement

* All percentages to be computed on the Capital Expenditure and Operational Expenditure values of the Project Cost. ** Final quarter payment will be release upon handing over of all the project deliverables including source code, hardware & successful handover of the project.

The Police Dept/APTS will release the payment within 30 days of submission of invoice subject to invoice and all supporting documents being in order.




Contract value is the sum total of capital expenditure and operational expenditure quoted by bidder.

The selected implementing agency will accept liability without limit (1) for death or personal injury caused to the order party by its negligence or the negligence of its employees acting in the course of their employment; (2) any other liability which by law either party cannot exclude. This does not in any way confer greater rights than what either party would otherwise have at law.

The conditions of contract do not contemplate any consequential, indirect, lost profit, claim for tort or similar damages of any form to be paid by the selected implementing agency to Police dept or APTS.

The payments will be released on the scaling of the Command & Control centre on Prorata Basis in case of increase or decrease of manpower based on the average receipt of calls.

10. Service Level Agreement (SLA) This document describes the minimum acceptable level of service to be provided by the Vendor. The department estimates more than one lakh calls per day in the current year which may even increase further. The Service Level Agreements (SLAs) enlisted here are indicative and an exhaustive list will be prepared by Police Dept. on award of the contract.

10.1. Performance criteria

10.1.1. Periodic Reviews Periodically, but no less than quarterly, the Vendor and Police Dept. shall review and evaluate the Vendor‘s performance against the performance standards set forth in this document. The Vendor shall take all steps reasonably necessary to rectify any identified deficiencies related to its performance

10.1.2. Bidders Performance Matrix S.No Performance Metric Measure Unit Service level 1

Average Call Response Time / Average Speed of Answer

Seconds

95 % of incoming calls within 4‐5 seconds(2 rings)

2 Average Call Handling Time Seconds Less than 180 seconds

3

Abandoned Call Rate

(%) Percentage of all incoming calls

Less than 1 %

• Maintaining customer satisfaction is a critical factor and some of the metrics that are required to measure customer satisfaction are as follows:

Average call response time (This is the average time taken by callers waiting in a queue to be attended by an agent). Also known as Average Speed of Answer (ASA)




Average call handling time,(This is the average amount of time during which agents work with callers, including actual talk time, hold time and after call work / wrap up time)

Abandoned call rate (%) (This is the percentage of calls abandoned by a caller when a caller is in agent queue)(Call dropped after 20 Sec)

Customer survey results (call satisfaction levels).

10.1.3. System Performance Metrics The Command & Control Centre system availability must be over 99.9%. This will be calculated on monthly basis.

10.1.4. Quality Assurance The vendor shall ensure a minimum score of 90% on quality of service evaluation (service metrics and service parameters) and as per scheme designed by Police Dept. or an independent third party quality assurance team employed by Police Dept. Till these reports are not available the quality assurance will be evaluated on vendor's quality assurance team report, prepared from time to time as desired by the Police Dept.

10.1.5. Daily and Monthly Trending Reports The following daily and monthly trending reports must be provided by the Vendor:

a. Average Speed of Answer b. Service Level Percentage c. Calls Offered d. Calls Handled e. Abandoned Call Rate f. Average Talk Time g. Average Hold Time h. Average Handle Time i. Longest Delay Before Answered j. Outbound Call Volume k. Outbound Call Duration l. Average Delay Before Abandon m. Longest Delay Before Abandon n. After Call Work(Wrap Up)

10.1.6. Additional Reports The below mentioned additional reports must be provided by the Vendor

a. Agent Hours Report b. Staffing Distribution Report c. Any other report as requested by Police Department.




11. Penalty a. In case the infrastructure is not installed or not ready for operations within 45 (forty five)

days from the date of signing on the contract agreement, a penalty shall be imposed at the rate of Rs. 10,000/‐ per day for the first 15 days and Rs. 20,000/‐ for the 2nd 15 days. Beyond 30 days of delay, the contract will be terminated & PBG will be liquidated by the AP Police.

b. In the event of equipment/system failure, the successful bidder will be required to make alternate arrangements and ensure that the Command & Control Centre runs uninterruptedly and smoothly. During the period of failure, the Firm shall make suitable arrangements as agreed with the Department.

c. If the Call Centre goes down because of reasons other than those envisaged under the force majeure clause, one day’s charges shall be deducted for every hour of downtime from the bidder’s claim. If the Command & Control Centre remains unserviceable for a continuous period of 12 hours, then no payment shall be made for services during the 7 day period ending on that day.

d. In case the successful bidder fails to provide required quality of service for the Command & Control Centre like delay in picking up calls (95% calls within 2 rings), a higher penalty of Rs 500 x no of calls required for threshold level would be charged per day (Details will follow in detail SLA & SOP )

e. Bidder shall maintain full confidentiality of the data supplied while answering citizen’s complaints. Under no circumstances will the Firm divulge/reveal/share such data for the purpose other than for meeting the Department’s requirement. Any violation of this confidentiality clause may result in instant termination of the contract and the Firm shall pay liquidated damage of Rs. 10, 00,000/‐ (Rupees Ten Lacs) to the Department and the Department shall reserve the right to Blacklist the Firm for any future contracts. The decision of the Police Department shall be final in this regard and binding on the successful bidder.




12. Statement of important limits/values related to bid Sl No

Item Description

1 EMD

Rs.10,00,000/‐ (Rupees Ten Lakhs only) in favour of The Managing Director, APTS,Hyderabad Note: Scanned copy of EMD document should be uploaded on e‐Procurement website. The EMD should be in the form of DD/Bank Guarantee from any Nationalized Bank / Scheduled Banks. The Original EMD should be submitted to APTS before opening of Pre‐Qualification Bids in a sealed cover superscripted “Tender Reference No. & Name”.

2 Document Fee Rs.25,000/‐ Note: Scanned copy of DD drawn in favour of “MD APTS. Hyderabad” should be uploaded on e‐Procurement website. The Original DD should be submitted to APTS office before opening of Pre‐Qualification Bids in a sealed cover superscripted “Tender Reference No. & Name”.

3 Bid Validity Period

180 days from the date of opening of financial bid

4 EMD Validity Period

180 days from the date of submission of bid

5 Period for furnishing performance security

Within 15 days from date of receipt of Notification of Award

6 Performance security value for Schedule

Bank Guarantee of 10% of One year Contract Value in favor of “Director General of Police AP. Hyderabad” from any Nationalized Bank / Scheduled Banks. The EMD of successful bidder will be returned back on submission of PBG.

7 Performance security validity period

90 days beyond Project Completion period

8 Period for signing contract

Within 10 days from date of receipt of Notification of Award

9 Penalties As per RFP 10 Payment Terms As per RFP 11 Conditional

bids Not acceptable and liable for rejection

12 Eligibility Criteria

As per RFP

13 Bid submission On Line. – e‐Procurement plat form Bidders are requested to submit the bids after issue of minutes of the pre bid meeting duly considering the changes made if any, during the pre bid meeting. Bidders are totally responsible for incorporating/complying the changes/amendments issued if any




during pre bid meeting in their bid. 14 Procedure for

Bid Submission Bids shall be submitted online on www.eprocurement.gov.in platform 1. The participating bidders in the tender should register

themselves free of cost on e‐procurement platform in the website www.eprocurement.gov.in.

2. Bidders will log‐in to e‐procurement platform in secure mode only by signing with the Digital certificates.

3. The bidders who are desirous of participating in e‐procurement shall submit their technical bids, price bids as per the standard formats available at the e‐market place.

4. The bidders should scan and upload the respective documents in Pre Qualification and Technical bid documentation as detailed at Section 4 & 5 of the RFP including EMD. The bidders shall sign on all the statements, documents certificates uploaded by them, owning responsibility for their correctness/authenticity.

5. The rates should be quoted in online only . 16

Other conditions

1. After uploading the documents, the copies of the uploaded statements, certificates, documents, original Demand Drafts in respect of Bid Security (except the Price bid/offer/break‐up of taxes) are to be submitted by the bidder to the O/o The MD, APTS Hyderabad as and when required. • Failure to furnish any of the uploaded documents, certificates,

will entitled in rejection of the bid. The APTS shall not hold any risk on account of postal delay. Similarly, if any of the certificates, documents, etc., furnished by the Bidder are found to be false / fabricated / bogus, the bidder will be disqualified, Blacklisted, action will be initiated as deemed fit and the Bid Security will be forfeited.

2. APTS will not hold any risk and responsibility regulating non‐visibility of the scanned and uploaded documents.

3. The Documents that are uploaded online on e‐market place will only be considered for Bid Evaluation.

4. Important Notice to Contractors, Suppliers and Department users • In the endeavor to bring total automation of processes in e‐Procurement, the Govt. has issued orders vide G.O.Ms.No. 13 dated. 5.7.2006 permitting integration of electronic Payment Gateway of ICICI/HDFC/Axis/IDBI Banks with e‐Procurement platform, which provides a facility to participating suppliers / contractors to electronically pay the transaction fee online using their credit cards.

5. In case of consortium either the prime bidder or the consortium partner can purchase the bid document. The bid can be filed either with user ID of prime bidder or consortium partner.




13. General Instructions to bidders

13.1. Definitions a. Tender call or invitation for bids means the detailed notification seeking a set of

solution(s), service(s), materials or any combination of them. b. Specification means the functional and technical specifications or statement of work, as

the case may be. c. Firm means a Company, Authority, Society, Trust, Co‐operative or any other

Organization incorporated under appropriate statute as is applicable in the country of incorporation.

d. Bidder means any firm offering the solution(s), service(s) and/or materials required in the tender call. The word Bidder/bidder when used in the pre award period shall be synonymous with bidder and when used after award of the contract shall mean the successful bidder with whom AP. Police signs the contract for rendering of goods and services.

e. Pre‐ qualification and Technical bid means that part of the offer that provides information to facilitate assessment by APTS, professional, technical and financial standing of the bidder, conformity to specifications etc.

f. Financial Bid means that part of the offer, that provides price schedule, total project costs etc.

g. Three part Bid means the Pre‐qualification bid, Technical and Financial bids submitted in e‐procurement

h. Two part Bid means the Technical bid and financial bids submitted in e‐procurement and their evaluation is sequential.

i. Composite bid means a bid in which the technical and financial parts are combined into one but their evaluation is sequential.

j. Goods and services mean the solution(s), service(s), materials or a combination of them in the context of the tender call and specifications.

k. The word goods when used singly shall mean the hardware, firmware component of the goods and services.

l. Maintenance period means period mentioned in bid document for maintaining the systems for Centralized Dial 100 Command and Control Centre Operations.

13.2. General Eligibility a. This invitation for bids is open to all Bidder both from within and outside India,

who are eligible to do business in India under relevant Indian laws as is in force at the time of bidding subject to meeting the pre qualification criterion.

b. Bidders marked/considered by APTS to be ineligible to participate for non‐satisfactory past performance, corrupt, fraudulent or any other unethical business practices shall not be eligible.




c. Bidder/Consortium Member debarred/ blacklisted by any Central or State Govt. / Quasi –Govt. Departments or organizations as on bid calling date for non‐satisfactory past performance, corrupt, fraudulent or any other unethical business practices shall not be eligible.

d. Breach of general or specific instructions for bidding, general and special conditions of contract with APTS or any of its user organizations may make a firm ineligible to participate in bidding process.

13.3. Bid forms a. Wherever a specific form is prescribed in the bid document, the bidder shall use the

form to provide relevant information. If the form does not provide space for any required information, space at the end of the form or additional sheets shall be used to convey the said information.

b. For all other cases the bidder shall design a form to hold the required information.

13.4. Cost of bidding a. The bidder shall bear all costs associated with the preparation and submission of

its bid, and APTS will in no case be responsible for those costs, regardless of the conduct or outcome of the bidding process.

b. Bidder is expected to examine all instructions, forms, terms, and specifications in the bidding documents. Failure to furnish all information required by the bidding documents or to submit a bid not substantially responsive to the bidding documents in every respect will be at the bidder’s risk and may result in the rejection of its bid.

c. The participating bidder should purchase the document and enclose a receipt of the same with the bid document.

13.5. Clarification of bidding documents a. A prospective Firm / bidder requiring any clarification of the bidding documents

may notify APTS contact person. Written copies/ e‐mail of the APTS response (including an explanation of the query but without identifying the source of inquiry) will be sent to all prospective bidders that have received the bidding documents.

b. The concerned person will respond to any request for clarification of bidding documents which it receives no later than bid clarification date mentioned in the notice prior to deadline for submission of bids prescribed in the tender notice. No clarification from any bidder shall be entertained after the closure of date and time for seeking clarification mentioned in tender call notice. It is further clarified that APTS shall not entertain any correspondence regarding delay or non‐receipt of clarification from APTS.




13.6. Amendment of bidding documents a. At any time prior to the deadline for submission of bids, APTS, for any reason,

whether at its own initiative or in response to a clarification requested by a prospective bidder, may modify the bidding documents by amendment.

b. All prospective bidders those have received the bidding documents will be notified of the amendment and such modification will be binding on all bidders.

c. In order to allow prospective bidders reasonable time in which to take the amendment into account in preparing their bids, the APTS, at its discretion, may extend the deadline for the submission of bids.

13.7. Period of validity of bids a. Bids shall remain valid for the180 days or duration specified in the bid document,

after the date of the financial bid opening prescribed by APTS. A bid valid for a shorter period shall be rejected as non‐responsive.

b. In exceptional circumstances, the APTS may solicit the bidders’ consent to an extension of the period of bid & EMD validity. The request and the responses thereto shall be made in writing. The bid security shall also be suitably extended. A bidder granting the request will not be permitted to modify its bid.

13.8. Submission of bids The bidders shall submit all the bids i.e., Pre‐Qualification, Technical and Financial Bids on e‐Procurement website only.

13.9. Deadline for submission of bids a. Bids must be submitted on e‐procurement website not later than the bid

submission date and time specified in the tender call notice. b. The APTS may, at its discretion, extend this deadline for the submission of bids by

amending the tender call, in which case all rights and obligations of the APTS and bidders previously subject to the deadline will thereafter be subject to the deadline as extended.

13.10. Late bids Any bid not received by the APTS contact person by the deadline for submission of bids will be rejected and returned unopened to the bidder.

13.11. Modification and withdrawal of bids a. No bid can be modified subsequent to the deadline for submission of bids. b. No bid can be withdrawn in the interval between the deadline for submission of

bids and the expiration of the period of bid validity. Withdrawal of a bid during this interval will result in the forfeiture of its bid security (EMD).




13.12. General Business information The bidder shall furnish general business information to facilitate assessment of its professional, technical and commercial capacity and reputation.

13.13. Bid security i.e. earnest money deposit (EMD) a. The bidder shall furnish, as part of its bid, a bid security for the amount specified

in the tender call notice. b. The bid security is required by APTS to:

• Assure bidder’s continued interest till award of contract and • Conduct in accordance with bid conditions during the bid evaluation process.

c. The bid security shall be in Indian Rupees and shall be a bank guarantee, or an irrevocable letter of credit or cashier’s certified check, issued by a Reputed scheduled Bank in India and having at least one branch office in Hyderabad

d. Unsuccessful bidder’s bid security will be discharged or returned as promptly as possible but not later than thirty (30) days.

e. The bid security may be forfeited: • if a bidder withdraws its bid during the period of bid validity or • in the case of a successful bidder, if the bidder fails:

to sign the contract in time; or to furnish performance security.

13.14. Preparation of Pre‐qualification bid It shall contain of the following parts: a. General Information of the Bidder – Form PQ#1 b. Financial Turnover – Form PQ#2 c. Past experience in Similar Project– Form PQ#3 d. Manpower available with relevant Exp.– Form PQ#4 e. Self Declaration Certificate – Form PQ#5 f. Bid Security (EMD).

The bidders who qualified in Prequalification stageI will only be short listed and eligible for

participating Technical opening.

13.15. Preparation of Technical Bid It shall consist of the following parts.

a. Executive Summary b. Description of approach, methodology and work plan for performing this

assignment – Form TQ#1 c. Proposed Work Schedule ‐ Form TQ#2

13.16. Preparation of financial bid The documents to be submitted for Commercial Proposal are:




1. Commercial Proposal submission ‐ Form C#1 2. Financial Proposal Cost Break‐up ‐ Form C#2

a. Overview of financial bid The financial bid should provide cost calculations corresponding to each component of the project. i. Bid prices

a. The bidder shall indicate the unit prices (where applicable) and the total bid price of the goods/services it proposes to supply under the contract.

b. The bidder shall indicate Basic Prices and taxes, duties etc. (If required) in the form prescribed.

c. Bidder’s separation of price components will be solely for the purpose of facilitating the comparison of bids by AP POLICE and will not in any way limit the purchaser’s right to contract on any of the terms offered.

d. 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 in the tender call. A bid submitted with an adjustable price quotation will be treated as non‐responsive and will be rejected.

13.17. Bid currency Prices shall be quoted in Indian Rupees.

13.18. Term and Extension of Contract a. The term of this Contract shall be for a period as indicated in the contract and

contract shall come to an end on expiry of such period except when its term is extended by Police Dept.

b. Police dept shall reserve the sole right to grant any extension to the term mentioned above on mutual agreement including fresh negotiations on terms and conditions.

c. When the 5 year term of contract with the service provider expires , the Service Provider is required to conduct a parallel run for one month with any new agency identified .

13.19. Suspension of Work The Service Provider shall, if ordered in writing by APTS representative, temporarily suspend the works or any part thereof for such a period and such a time as ordered. The Service Provider shall not be entitled to claim compensation for any loss or damage sustained by him by reason of temporary suspension of the Works as aforesaid. An extension of time for completion corresponding with the delay caused by any such suspension of the works as aforesaid shall be granted to the implementation agency, if request for same is made and that the suspension was not




consequent to any default or failure on the part of the implementation agency. In case the suspension of works is not consequent to any default or failure on the part of the implementation agency and lasts for a period of more than 3 months, the Service Provider shall have the option to request the APTS to terminate the Contract with mutual consent

13.20. Force majeure a. The Bidder/bidder shall not be liable for forfeiture of its performance security,

liquidated damages, or termination for default if and to the extent that its delay in performance or other failure to perform its obligations under the Contract is the result of an event of Force Majeure.

b. For purposes of this clause, “Force Majeure” means an event beyond the control of the Bidder/bidder and not involving the Supplier’s fault or negligence and not foreseeable. Such events may include, but are not restricted to, acts of the State Government in its sovereign capacity, wars or revolutions, fires, floods, epidemics, quarantine restrictions and freight embargoes.

c. If a Force Majeure situation arises, the Bidder/bidder shall promptly notify the APTS in writing of such condition and the cause thereof. Unless otherwise directed by the APTS / Police Dept. in writing, the Bidder/bidder 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.

13.21. Terminate the Contract a. Retain such amounts from the payment due and payable by Police Dept to the

Service Provider as may be required to offset any losses caused to Police Dept as a result of such event of default and the Service Provider shall compensate Police Dept for any such loss, damages or other costs, incurred by Police Dept in this regard. Nothing herein shall effect the continued obligation of the Service Provider / other members of its Team to perform all their obligations and responsibilities under this Contract in an identical manner as were being performed before the occurrence of the default.

b. Invoke the Performance Bank Guarantee and other Guarantees furnished hereunder, enforce the Deed of Indemnity, recover such other costs/losses and other amounts from the Service Provider may have resulted from such default and pursue such other rights and/or remedies that may be available to Police Dept under law.




13.22. Termination a. Police Dept may terminate this contract in whole or in part by giving the Service

Provider prior and written notice indicating its intention to terminate the Contract under the following circumstances:

• Where it comes to Police Dept attention that the Service Provider (or the implementation agency’s Team) is in a position of actual conflict of interest with the interests of Police Dept in relation to any of terms of the implementation agency’s bid, the tender or this Contract

• Where the Service Provider ability to survive as an independent corporate entity is threatened or is lost owing to any reason whatsoever including inter alia the filing of any bankruptcy proceedings against the implementation agency, any failure by the Service Provider to pay any of its dues to its creditors, the institution of any winding up proceedings against the Service Provider or the happening of any such events that are adverse to the commercial viability of the implementation agency. In the event of the happening of any events of the above nature, Police Dept shall reserve the right to take any steps as are necessary to ensure the effective transition of the project to a successor implementation agency/service provider, and to ensure business continuity

• Termination for Default: Police Dept may at any time terminate the Contract by giving 30 days written notice to the implementation agency without compensation to the implementation agency in the event of default on the part of the Service Provider which may include failure on the part of the Service Provider to respect any of its commitments with regard to any part of its obligations under its bid, the tender or under this contract.

13.23. Termination for insolvency The Police dept/APTS may at any time terminate the contract by giving 30 days written notice to the Bidder/bidder if the Bidder/bidder becomes bankrupt or otherwise insolvent. In this event, termination will be without compensation to the Bidder/bidder, provided that such termination will not prejudice or affect any right of action or remedy which has accrued or will accrue thereafter to the Police dept/APTS.

13.24. Termination for convenience a. The Police dept/APTS, may at any time by giving 30 days written notice to the

Bidder/bidder, terminate the Contract, in whole or in part, for its convenience. The notice of termination shall specify that termination is for the Police dept/APTS /Purchaser’s convenience, the extent to which performance of the Bidder/bidder under the Contract is terminated, and the date upon which such termination becomes effective.




b. The entire hardware & software infrastructure procured & used for the Dial 100 operations will be taken over by the AP Police from the date of service termination & any delay in handing over these equipments will not be acceptable & will be viewed severely for appropriate action.

c. The client may in the following events after giving a prior notice and conducting investigations if required, terminate the contract forfeiting the bid security and any sums due for payment to the Vendor:‐ • If the value of the penalty for different services together exceeds 10% of the

contract amount for 1 year. • If the Bidder becomes Bankrupt or financially insolvent during currency of

the contract. • If it is found that the bidder has been convicted for any unlawful activities. • If it is found that bidder has made gross misconduct or involved in practices

injurious to the image and interest of the client or has failed in performing his duties as per contract.

13.25. Right of Monitoring, Inspection and Periodic Audit a. Police dept/ APTS reserves the right to inspect and monitor/assess the

progress/performance/maintenance of the Dial 100 project at any time during the course of the contract.

b. The Police dept/ APTS shall have the right to conduct, either itself or through another Third Party as it may deem fit, an audit to monitor the performance by the Third Party of its obligations/functions in accordance with the standards committed to or required by Police dept and the service provider undertakes to cooperate with and provide to the APTS any other agency appointed by APTS, all documents and other details as may be required by them for this purpose. Any deviations or contravention identified as a result of such audit/assessment would need to be rectified by the service provider failing which the client may without prejudice to any other rights that it may have issue a notice of default.

13.26. Risk Management Service Provider shall at his own expense adopt suitable Risk Management methodology to mitigate all risks assumed under this CONTRACT. The Service Provider shall underwrite all the risk related to its personnel deputed under this CONTRACT as well as equipment and components and any other belongings or their personnel during the entire period of their engagement in connection with this CONTRACT and take all essential steps to reduce and mitigate the risk. Police dept / APTS will have no liability on this account.




13.27. Publicity The Service Provider shall not make or permit to be made a public announcement or media release about any aspect of this Contract unless the Police dept first gives the Service Provider its written consent.

13.28. Resolution of disputes a. The AP POLICE and the Bidder/bidder shall make every effort to resolve amicably

by direct informal negotiation any disagreement or dispute arising between them under or in connection with the contract.

b. If, after thirty (30) days from the commencement of such informal negotiations, the AP POLICE and the Bidder/bidder have been unable to resolve amicably a contract dispute, either party may require that the dispute be referred for resolution to the formal mechanisms specified here in. These mechanisms may include, but are not restricted to, conciliation mediated by a third party.

c. The dispute resolution mechanism shall be as follows: d. In case of a dispute or difference arising between the AP. POLICE and the Firm

/bidder relating to any matter arising out of or connected with this agreement, such disputes or difference shall be settled in accordance with the Arbitration and Conciliation Act, of India, 1996.

13.29. Governing language The contract shall be written in English. All correspondence and other documents pertaining to the contract which are exchanged by the parties shall be written in same languages.

13.30. Applicable law The contract shall be interpreted in accordance with appropriate Indian Laws.

13.31. Notices a. Any notice given by one party to the other pursuant to this contract shall be sent

to the other party in writing or by Telex, e‐mail, Cable or Facsimile and confirmed in writing to the other party’s address.

b. A notice shall be effective when delivered or tendered to other party whichever is earlier.

13.32. Taxes and duties The Bidder/bidder shall be entirely responsible for all taxes, duties, license fee etc. incurred until delivery of the contracted services to the Police Dept, GoAP or as per the terms of tender document if specifically mentioned.




13.33. Delivery, Installation and Commissioning Proposed Solution along with licenses shall be commissioned within a period of 45 days from the date of signing of contract.

13.34. Standards The Systems to be supplied under shall conform to the Dial 100 standards mentioned in the Technical Specifications. Before shipping, the identified Firm will inform Police Dept., giving full details about these standards and take approval.

13.35. Guarantee / Warranty a. Bidder shall purchase comprehensive on‐site Guarantee/ Warranty for all

equipments as well as the integrated system bought under the Contract for Three years.

b. The warranty for a period of minimum 3years shall take effect from the date of successful completion of the work and handing over of the system to the user Dept. to its satisfaction.

c. An extended warranty of 2 years for high value IT equipments need to be procured by the Bidder, preferably from the OEM where ever applicable. (Servers, & PBX)

d. O&M period is for 5 years. e. If the performance of any individual equipment or System fails to meet the

contract specifications then the same shall be replaced by the bidder for free of cost during the term of the warranty/ guarantee period.

f. Bidder shall provide necessary Software updating / upgrading free of cost during the warranty/ guarantee period of three years.

g. The Selected Service Provider shall perform the services and carry out its obligations under the Conditions with due diligence and efficiency, in accordance with generally accepted techniques and practices used in the industry and with professional engineering and training / consulting standard recognized by national / international professional bodies and shall observe sound management practice. It shall employee appropriate advanced technology and safe and effective methods. The SELECTED Service Proivder shall always act, in respect of any matter relating to these contract, as faithful advisors to State and shall at all times , support and safeguard Police departments legitimate interests.

13.36. Arbitration (As per the State Government rules) a. The selected implementing agency shall indemnify state against all third party

claims arising out of a court order or arbitration award for infringement of patent, trademark / copy right arising from the use of the supplied services or any part thereof.




b. In the event of any dispute or differences arising under these conditions or any special conditions of the contract in connection with this contract, the same shall be referred to Secretary, Information Technology & Communications, Government of Andhra Pradesh for final decision and the same shall be binding on all parties.

c. Any other terms and conditions, mutually agreed prior to finalization of the order / agreement shall be binding on the selected implementing firm.

d. The Selected Service Provider, Police dept and APTS shall make every effort to resolve amicably by direct negotiation any disagreement or dispute arising between them under or in connection with the purchase order. If any dispute shall arise between parties on aspects not covered by this agreement, or the construction or operation thereof, or the rights, duties or liabilities under these except as to any matters the decision of which is specially provided for by the general or the special conditions, such dispute shall be referred to two arbitrators, one to be appointed by each party and the said arbitrators shall appoint an umpire in writing before entering on the reference and the award of the arbitration or umpire, as the case may be, shall be final and binding on both the parties. The arbitrators or the umpire as the case may be, with the consent of parties, may modify the timeframe for making and publishing the award. Such arbitration shall be governed in all respects by the provision of the Indian Arbitration and Conciliation Act, 1996 or later and the rules there under and any statutory modification or reenactment, thereof. The arbitration proceedings shall be held in Hyderabad, Andhra Pradesh, India.




**Consortium Criteria

In case of consortium the prime bidder must be specified by the bidder. • The prime bidder cannot be a partner in more than one consortium. In case of

consortium no company will be allowed to participate in more than one bid i.e. they should have exclusive partners in case it is observed that any consortium have a common partner then such consortiums will stand disqualified and under no circumstances their bids will be entertained. An undertaking in this regard has to be enclosed

• In case of a consortium, applicant consortia shall have a valid Memorandum of Understanding (MoU)/ agreement (duly registered) among all the members signed by the Chief Executives/ Authorized Signatories of the companies dated prior to the submission of the bid. The MoU/ consortium agreement shall clearly state the composition of the consortium who shall be the prime bidder, the complete description of the partner and roles and responsibilities of the partners. The MoU/agreement shall be exclusively for this project and shall be responsible in case of failure by any partner.

• In case of a consortium, the maximum of bidders should not be more than 3 bidders. • If the bidder (All members of consortium) is a bidder, it should be registered under

company’s act 1956. The Society/Partnership Firms/ Trust can participate in Consortium.

• The bidder (Each member of the Consortium) shall have company registration certificate, registration under labour laws & contract act, valid sales tax registration certificate, valid Service tax registration certificate and Permanent Account Number (PAN) issued by income Tax department. (Copy of each registration should be provided).

• Attested copy of the company’s annual report has to be attached along with the bid. Bidder should submit an undertaking that Bidder (or any member of the consortium) is as a company/consortium and product quoted are not Black Listed by any Govt. dept. /agency in India.

• Members of the Consortium shall be jointly and severally liable to the Government for the execution of the project in accordance with the terms of the bid document and a statement of this effect shall be included in the Memorandum of Understanding/ consortium Agreement.




Format of Application Form (On applicant Company/leading company’s Letterhead)

To, The Managing Director, Andhra Pradesh Technology Services(APTS), 4th Floor, BRKR Bhavan Hyderabad‐Pin‐500063

Sub: Request for Proposal (RFP) for Setting up a Centralized Dial 100 Command & Control Centre for AP Police at Hyderabad.

***

Dear Sir, This has reference to the advertisement that was published in the ‐‐‐‐‐‐‐‐‐‐‐ (English) Daily News paper dated ‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ and‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐‐ (Telugu)News paper dtd‐‐‐‐‐‐‐‐ & e‐Procurement platform for Providing Request For Proposal (RFP) for Setting up a Centralized Dial 100 Command & Control Centre at State Hqrs. Hyderabad. We are submitting our RFP for the same. We would like to clearly state that we qualify for this work as our firm/JV/ society / trust /Consortium /MOU (Strike out what is not applicable) meets all the pre‐qualifying criteria indicated by you.

Prequalification Criterion Confirmation 1. Turnover of the firm/JV/Consortium/ society / trust /MOU during the last three

years: In case of JV/Consortium/ society / trust /MOU of companies, the turnover of the leading company during the last three years may also be indicated. In case of single bidder, they can bid directly, however others need to form a SPV compulsorily (Attach necessary documentary proofs / audited balance sheet.)

Yes/No

2. Attested copy of the Certificate of Incorporation with the copy of Articles and Memorandum of Association.

Yes/No

3. Address and contact numbers of technical support office in Hyderabad. Yes/No4. Project Plan for the proposed project. Yes/No5. Number of key persons who have sufficient experience to develop such system

(Attach separate statement indicating names, experience and skills sets and details of projects handled).

Yes/No

6. Details of Project Management Team from the Lead Member. Yes/No7. Whether you have prior experience in implementation of similar solutions? If yes,

Execution of 02 projects of a nature and complexity comparable to the proposed contracts within last 03 years is required. Details of each customer in order to show past performance are required.

Yes/No

We understand that if the details given in support of claims made above are found to be untenable or unverifiable or both, our bid may be rejected without any reference to us. We further clearly understand that APTS is not obliged to inform us of the reasons of rejection of our bid.

Yours sincerely

(Signature, Name, designation, contact address and Telephone number of the authorized signatory and seal)




Bid Letter Form

From: (Registered name and address of the bidder.) To:

The Managing Director, Andhra Pradesh Technology Services(APTS), 4th Floor, BRKR Bhavan Hyderabad‐Pin‐500063

Sir,

Having examined the bidding documents and amendments there on, we the undersigned, offer to provide services/execute the works in conformity with the terms and conditions of the bidding document and amendments there on, for the following project in response to your tender call dated....................... Project title:

We undertake to provide services/execute the above project or its part assigned to us in conformity with the said bidding documents for an estimated sum of Rs.................... (Total bid amount in words and figures) which may vary in accordance with the schedule of prices attached herewith and coverage options made by APTS or its user organization.

If our bid is accepted, we undertake to;

1. Provide services/ execute the work according to the time schedule specified in the bid document,

2. Obtain the performance guarantee of a bank in accordance with bid requirements for the due performance of the contract, and

3. Agree to abide by the bid conditions, including pre‐bid meeting minutes if any, which remain binding upon us during the entire bid validity period and bid may be accepted any time before the expiration of that period.

We understand that you are not bound to accept the lowest or any bid you may receive, nor to give any reason for the rejection of any bid and that you will not defray any expenses incurred by us in bidding. Place: Bidder’s signature Date: and seal.




Form of Contract Agreement

This contract agreement is made on the [insert: number] day of [insert: month], [insert: year].

Between

(1) [insert: Name of Client], (hereinafter called “the Client”), and

(2) [insert: name of the bidder ], (hereinafter called “the bidder”).

Whereas the Client desires for “Centralized Dial 100 Call Centre under” for Police Department, AP, Hyderabad and submit all deliverables and have agreed to such engagement upon and subject to the terms and conditions appearing below in this Contract Agreement. NOW IT IS HEREBY AGREED as follows:

1. Article 1 Contract Documents 1.1 Contract Documents

The following documents shall constitute the Contract between AP Police and the Firm, and each shall be read and construed as an integral part of the Contract: This Contract Agreement and the Appendices attached to the Contract Agreement.

(a) Notification of Award (b) The Bid and Price Schedules submitted by the bidder (c) Special Conditions of Contract (d) General Conditions of Contract (e) Pre‐bid conference minutes. (f) Bid document with modification if any (g) Agreed SOP for Dial 100 Operations (h) Any other documents

1.2 Order of Precedence In the event of any ambiguity or conflict between the Contract Documents listed above, the order of precedence shall be the order in which the Contract Documents are listed in Article 1.1 (Contract Documents) above.

1.3 Definitions (Reference GCC Clause 1) Capitalized words and phrases used in this Contract Agreement shall have the same meanings as are ascribed to them in the General Conditions of Contract.

2. Article 2 Contract Price and Terms of Payment

2.1 Contract Price The Client hereby agrees to pay to the bidder as amount of Rs. Xxxx / for the items mentioned in the Commercial Form. The Contract Price in consideration of the performance by the bidder of its obligations under the Contract.




3. Article 3 Effective Date for Determining Time for Operational Acceptance 3.1 Effective Date

The time allowed for execution, delivering deliverables and Acceptance of the same should be determined from the date when all of the following conditions have been fulfilled: (a) This Contract Agreement has been duly executed for and on behalf of the

Client and the bidder; (b) The bidder has submitted to the Client the Implementation cum

performance security.

4. Article 4 – Jurisdiction

4.1. Any legal proceedings arising out of the agreement shall be subject to the appropriate court in Hyderabad.

5. Article 5 – Appendixes

5.1. The Appendixes listed in the attached List of Appendixes shall be deemed to form an integral part of this Contract Agreement.

5.2. Reference in the Contract to any Appendix shall mean the Appendixes attached to this Contract Agreement, and the Contract shall be read and construed accordingly.

IN WITNESS WHERE OF AP Police and the Selected Firm hascaused this Agreement to be duly executed by their duly authorized representatives the day and year first above written.

For and on behalf of the Client (Purchaser) Signed: _________________ in the capacity of [ insert: title or other appropriate designation ] in the presence of ___________________ For and on behalf of the Bidder Signed: ___________________ in the capacity of [ insert: title or other appropriate designation ]

in the presence of

Place: Signature with seal Date :




Bid Security (EMD) form

File. No: …………………………….....

Project Name: ……………………………….

(To be issued by a bank scheduled in India as having at least one branch in Hyderabad) Whereas...................................... (Here in after called “the Bidder”) has submitted its bid dated ......(Date). For the execution of........................ (Here in after called “the Bid”) KNOW ALL MEN by these presents that WE ................... of ........................ having our registered office at........................ (Here in after called the “Bank”) are bound unto the (hereinafter called “MD,APTS,HYDERABAD”) in the sum of ................ for which payment well and truly to be made to the said APTS itself, its successors and assignees by these presents.

The conditions of this obligation are: a. If the bidder withdraws its bid during the period of bid validity or b. If the bidder , having been notified of the acceptance of its bid by the APTS during the

period of bid validity: 1) fails or refuses to execute the contract form if required; or 2) fails or refuses to furnish the performance security, in accordance with the bid

requirement; c. bidder submits fabricated documents

We undertake to pay the above amount upon receipt of its first written demand, without the APTS having to substantiate its demand, provided that in its demand the will note that the amount claimed by it is due to it, owing to the occurrence of one or both of the two conditions, specifying the occurred condition or conditions.

This guarantee of Rs. ‐‐‐‐‐‐‐‐‐‐will remain in force up to…... and any demand in respect thereof should reach the Bank not later than the above date. Place: Signature of the Bank Official Date : with seal




Check List

Compliance/ Agreed/ Enclosed/ Deviation Statement The following are the particulars of compliance/deviations from the requirements of the tender specifications.

Sl.No Bid document reference Remarks 1. Delivery period 2. Form PQ#1 3. Form PQ#2 4. Form PQ#3 5. Form PQ#4 6. Form PQ#5 7. Form TQ#1 8. Form TQ#2 9. Form TQ#3 10. Form TQ#4 11. Form C#1 12. Form C#2

The specifications and conditions furnished in the bidding document shall prevail over those of any other document forming a part of our bid, except only to the extent of deviations furnished in this statement. Place: Bidder’s signature Date : and seal NOTE: For every item appropriate remarks should be indicated like ‘no deviation’, ’agreed’,

’enclosed’ etc. as the case may be.




APPENDIX I

Pre Qualification (PQ) Proposal submission forms




Name of the Service Provider (Bidder): Name of the Project:

Form – PQ#1A (Single Bidder / Prime Bidder)

General Information 1 Name of the Company/ Firm :

2 Date of Incorporation (Registration Number & Registering Authority) VAT No., CST No., PAN No.

3 Legal Status of the Company in India & Nature of Business in India

Public Ltd Company/ Private/ Partnership firm

4 Address of the Registered Office in India :

5 Date of Commencement of Business

6 Name & e‐mail id, phone number, fax of the Contact Person :

Phone: Fax: Email

7 Web‐Site :

8 EMD details :

Amount: DD No. & Date Name of the Bank: Valid up to :

9 Proof of purchase of bid document : Receipt No: Date of purchase:

Place: Bidder’s signature Date : and seal.




Name of the Service Provider (Bidder): Name of the Project:

Form – PQ#1B (Consortium Bidder)

General Information 1 Name of the Company/ Firm :

2 Date of Incorporation (Registration Number & Registering Authority) VAT No., CST No., PAN No.

3 Legal Status of the Company in India & Nature of Business in India

Public Ltd Company/ Private/ Partnership firm

4 Address of the Registered Office in India :

5 Date of Commencement of Business

6 Name & e‐mail id, phone number, fax of the Contact Person :

Phone: Fax: Email

7 Web‐Site :

8 EMD details :

Amount: DD No. & Date Name of the Bank: Valid up to :

9 Proof of purchase of bid document : Receipt No: Date of purchase:





Name of the Bidder:

Name of the Project:

Form PQ#2 (Single or Consortium) Turnover

The Bidder should have a minimum turnover of Rs 5 Crores in the Call centre service during each of the last three years i.e. FY 2010‐11, 2011‐12 and 2012‐13. Turnover in areas other than mentioned above shall not be considered for PQ evaluation.

(All values in Rs. Lakhs) Financial Information of Bidder

Sno

Financial Year

Turnover of the firm in Total Profit after Tax

Net Worth of Company

Total Turnover of the firm

Call centreservices like 108, 104 etc.

(1) (2) (3) (4) (5)1 FY. 201011 2 FY.201112 3 FY.201213 Note:

1. Turnover in areas other than mentioned above shall not be considered for evaluation. 2. Please attach audited Balance Sheets and IT return statements to confirming the figures

mentioned in columns (2). 3. Bidder should submit any of the Audited balance sheet / Profit & Loss statement / certificates

from CFO of the Company duly audited by the Charted Accountant and certified by the Company Secretary for all the above stated three financial years.





Name of the Bidder :


Form – PQ#3 (Prime & Consortium) Project Experience

The Bidder should have an of experience of operating and maintenance minimum of 80 seats set up centralized call centre services like 104, 108, 100, 181 etc., for at least 3 years i.e., 2010‐11, 2011‐12 & 2012‐13 as on bid calling date.

The experience of running in‐house call centre/help desk for bidder’s own operations or their partner/associate’s operation will not be counted & only experience of running a call Centre for third party clients will be considered.

Note: 1. Please submit supporting documents to support the claim and the certificates must be signed by

Senior Executive/ Deputy GM of the organization clearly indicating his/her name, designation and contact details such as Telephone Number, Fax number, emailid etc.

2. Please attach certificate from the client for the successful completion & implementation of project. Place: Bidder’s signature Date : and seal.

Description of Item Supporting Document with page number

should have an of experience of operating and maintenance minimum of 80 seats set up centralized call centre services like 104, 108, 100, 181 etc., for at least 3 years

Name of the Client / Department

Contact address & details of the department

Value of the Project (not less than Rs.‐‐‐‐‐‐L)

Date of Start of Work

Date of Completion of Work

Description of Work

Bidder should submit any of the following: i. Work order & work completion certificates from client dept. ii. Work satisfactory certificate from the client dept.

Work satisfactorily certificate / Client completion certificates ‐Encloses




Name of the Bidder :


Form PQ#4 (Prime / Consortium) Manpower Deployment

The bidder shall have adequate spare manpower as on bid calling date. The Bidder shall provide evidence of capability to deploy a team, within a week of award of contract.

Sl. No

Employee Name

Designation Skills & Professional Certification, if any

Proposed Area of expertise

Previous Experience

Experience with Bidder

Note:

1. The bidder should submit SelfCertification by the authorized signatory.

Place: Bidder’s Signature Date: with Seal




Name of the Bidder:


Form – PQ#5 (Prime & Consortium) Declaration Regarding Clean Track Record

To: The Managing Director APTS, 4th Floor, BRKR Bhavan, Tankbund Hyderabad‐63 Sir, I have carefully gone through the Terms & Conditions contained in the RFP Document [No._________________]. I hereby declare that my company/ Consortium Partners has not been debarred/ black listed as on Bid calling date by any Central or State Government/ Quasi Government Departments or Organizations in India for non‐satisfactory past performance, corrupt, fraudulent or any other unethical business practices. I further certify that I am competent officer in my company to make this declaration. Yours faithfully, (Signature of the Bidder) Printed Name Designation Seal Date: Business Address:




APPENDIX II

Technical Proposal Submission Forms




Guidelines for Technical Proposal

1 Technical Proposal should comprise of the following: 1 A printed covering letter, on the bidding organization's letterhead with all required

information and authorized representative's initials shall be submitted along with the proposal.

2 The technical proposal should contain a detailed description of how the bidder will provide the required services outlined in this RFP. It should articulate in detail, as to how the bidder's Technical Solution meets the requirements specified in the RFP. The technical proposal must not contain any pricing information. In submitting additional information, please mark it as supplemental to the required response.

3 Proposals must be direct, concise, and complete. All information not directly relevant to this RFP should be omitted. Department will evaluate bidder's proposal based upon its clarity and the directness of its response to the requirements of the project as outlined in this RFP.

4 The bidder is expected to provide bill of materials for the proposed solution as part of technical proposal without price quote. The Bill of materials/deliverables as given in the technical solution should be in consonance with the commercial proposal. Any deviations in the final deliverables between technical and commercial proposals shall make the proposal as being unresponsive and may lead to disqualification of the proposal. Department reserves the right to take appropriate action in this regard.

5 Bidders are required to provide in their proposals, details and sizing estimates of hardware required to be procured. The hardware and network equipments should be planned keeping in mind the application and data requirements for a period of at least 5 years. The hardware and networking equipments face technological obsolescence and thus proper planning for procurement and management is very critical.

6 The bidder must address the following in their project implementation strategy: 6.1. A detailed Project schedule and milestone chart. 6.2. Approach and Methodology of design, development and management of the

Application software. The plan should adhere to the software development life cycle (SDLC)

6.3. Project Management tools proposed to be used for project. 6.4. Bidder's plan to address the key challenges of the project.

2 The technical proposal should address the following at the minimum: 2.1 The proposal should have information specific to the Dial 100 Project. 2.2 Describe how the functional requirements will be translated into technical

implementations, that is, it should map with the Functional Requirements Specifications.




2.3 Provide an infrastructure growth plan, including mechanisms for coping with a mismatch of traffic demand and network capacity, both at the time of launch and thereafter

2.4 Propose how availability, performance rates for the system will be measured and maintained

2.5 Project Management Plan including 2.5.1 Team deployment to cater to the daily growing public emergencies. 2.5.2 Implementation Methodology and Plan to include

2.5.2.1 Key implementation objectives, key deliverables and an implementation schedule for the same

2.5.2.2 Roll‐out Plan at the specified locations including PERT chart of activities proposed.

2.5.2.3 Indication of Time Frame 2.5.2.4 Acceptance Testing Plan 2.5.2.5 Data Backup plan 2.5.2.6 Escalation Process during implementation

2.6 Quality and Security Assurance Plan 2.7 Training Plan 2.8 Hand holding, Operations and Maintenance Plan 2.9 Bill of Materials (without price) location wise to include all Hardware, Software 2.10 Detailed specifications including make, model and version of Hardware and

Networking equipments 2.11 Licensing details of software with details of maintenance arrangements with OEM 2.12 Manufacturer Authorization letters to be attached of all the components of the Bid 2.13 The Service Provider shall be responsible for providing the Exit Management Plan for

the project to APTS at the time of submission of bids 2.14 Post Implementation Plan

2.14.1.1 Manpower Deployment to support operations and maintenance of Services and IT infrastructure

2.14.1.2 Location, Manpower Structure and Services offered from Help desk 2.14.1.3 Method of calculating uptime of IT infrastructure and reporting format 2.14.1.4 Maintenance arrangements with OEM for all supplies arranged through

them 2.14.1.5 Exit Management Plan

3 Guidelines for work related to hardware, network equipments and off the shelf software

3.1 The implementation agency should Procure, Supply, Install, Commission, Configure, Test, Integrate, Manage and Support the Hardware and Networking Equipments and off the shelf software as per the time frame stipulated by the Department given in the subsequent section(s) that meets or exceeds the requirements/guidelines stipulated in this RFP.




4 Documentation 4.1 The Service Provider shall prepare all necessary documentation for the project, and

provide them to department or its designated Consultant for review, approval, record, reference etc as mentioned in this RFP. Some of the documents (but not limited to) to be provided include –

4.2 During installation and post installation, the Service Provider shall provide As Built/customized documentation to department. The as built documentation should consist of all the configuration details, diagrams, Test plans, administration manuals, setup guides etc as minimum.

4.3 Detailed manuals for each appropriate unit of the supplied equipment and services. 4.4 The training manuals and administration manuals 4.5 Inspection and testing procedures manual including QA Policy as per STQC

framework and Procedures for the software/hardware equipments 4.6 Any other document(s) deemed necessary for implementation, operations and

maintenance of the hardware and network equipments and the overall system. 5 Model of the equipment to be quoted / supplied should have been introduced in the

market not earlier than 2 years from the date of the bid. The Service Provider shall provide the Manufacturer's Authorization Letter along with an undertaking from the OEM that the product has been introduced not earlier than 2 years from the date of the Bid.

6 Software Licenses 6.1 All the system software licenses shall be procured by the bidder. The system

software licenses mentioned in the Bill of Materials shall be genuine, perpetual, full use and should provide patches, fixes, security updates, hot fixes for a minimum period of 3 (three) years directly from the OEM at no additional cost to the APTS / Government of Andhra Pradesh for the entire period of contract. All the licenses and support should be in the name of State Government of Andhra Pradesh.

6.2 The bidder shall provide with a full use database license.

7 Security Services 7.1 Security would be one of the most important aspects of the department network. The

detailed scopes of services for security are given below in order to ensure complete security of the network.

7.2 The bidder shall, to the extent relevant and possible, be guided by the standard information Systems Security Policies and Guidelines or suitable Industry standards. The software solution shall contain all suitable security features and firewalls using the latest features to protect and secure the databases used by the proposed system, data in transit etc. Appropriate access and authorization controls should be incorporated into software.




Name of the Bidder:


Form – TQ#1

Understanding of the project

a. Understanding the overall management of services Technical Methodology for the Centralized Dial 100 Command and Control Centre. • Proposed work Plan based on Innovative services • Adequate manpower by the Single bidder / Prime bidder • The location details proposed by the Firms to establish this Command & Control

Centre shall be within the geographical limits of Hyderabad or Cyberabad Police Commissionrates Jurisdiction (Near to Hyderabad) so as to have a site inspection by the dept and obtain approval.

b. Software application Proposed Quality of software application developed and algorithms with relevant features.

c. Centralized Dial 100 Command & Control Centre design and operationalisation Procedure:

Innovative features specified for Effective & efficient call centre.

d. As of now the toll free Short Code 100 is not ready for receiving SMS. It is required by the bidder to suggest mechanism to cater the emergency needs of those who cannot speak for any reason but can use SMS for getting help from Dial 100 Services in emergency.





Name of the Bidder:


Form – TQ#2 Proposed Manpower Schedule

S. No. Name of Staff Staff inputs in week (in the form of a bar chart)

Total Staff

manmonth

proposed

1 2 3 4 5 6 7 8 9 10 11 12 N Total

1

2

3

4

N

Sub Total

Total

Form TQ# 3

Team Composition and Task Assignments Please indicate composition of teams separately for Implementation and Post Implementation phases:

Professional Staff

Name of Staff Firm Area of Expertise Position Assigned Task Assigned

This information should be provided for all key staff, such as team leaders, project managers, technical support staff, etc. The relevant CV’s of the professional staffs mentioned above are also required to be given in the format provided under this section

Note: • Indicate all main activities of the Assignment, including delivery of reports (e.g.: inception, interim,

draft and final reports) • For phased Assignment indicate activities, delivery of reports separately for each Phase • Duration of activities shall be indicated in the form of a bar chart.

• For Professional Staff the input should be indicated individually; for support staff it should be indicated by category

• Weeks are counted from the start of the assignment.





Form TQ#4 : To be submitted along with Technical proposal

Specifications of the IT Components for Dial 100 Project ( to be filled up by the bidder)

# Item Description Quantity OEM Make and Model

1 IP Based Digital EPABX Solution with required no. of Servers and with latest Technology

1

2 Domain Control Server 1

3 Additional Domain Control Server 1

4 Application Server 1

5 Web Server 1

6 Replication Server 1

7 Data Base Server 1

8 Digital Voice Logger

9 Laptops 3

10 Desktops 100

11 Projector 1

12 42” LED Screen 5

13 42” LED TVs 2

14 CCTV Setup with 42” LED Screen, NVR (Network Video Recording) facility

15 Red Hat Enterprise Linux Advanced Platform / Windows Server 2008 Enterprise Edition OLP / SUSE Linux Enterprise Server / Unix

16 SQL Server 2008 Enterprise Edition / Oracle Database 10g Enterprise Edition / IBM DB2 Enterprise Server Edition / MySql/Postgres SQL

17 20KVA/15 KVA UPS

18 Multi Functional Printer(MFP) –with Photocopy, Printing, Scanning, Fax etc facilities

3

19 Other (if any)

** The quantities and specifications mentioned are indicative and the bidder is requested to suggest the quantities, latest specifications and any other items required to execute the project efficiently.




APPENDIX III

Commercial Proposal Submission Forms




Form C#1

Commercial Proposal Submission Form [Location, Date] To: [Name and address of Employer] Dear Sirs: We, the undersigned, offer to provide the for [Insert title of Assignment] in accordance with your Request for Proposal dated [Insert Date], and our Technical Proposal. Our attached Financial Proposal is for the sum of [Insert amount(s) in words and figures]. This amount is inclusive of the Domestic taxes such as ‐‐‐‐‐‐‐‐‐ (Indicate the amounts against each). We hereby confirm that the financial proposal is unconditional and we acknowledge that any condition attached to financial proposal shall result in reject of our financial proposal. Our Financial Proposal shall be binding upon us subject to the modifications resulting from Contract negotiations, up to expiration of the validity period of the Proposal. We understand you are not bound to accept any Proposal you receive. We remain, Yours sincerely,




Name of the Bidder: Name of the Project:

FormC#2

Commercial Form

Centralized Dial 100 Command and Control Centre for Police Department

Summary of Cost Tables

S.No Items Total Price (INR)

inclusive of all Taxes Total Price (In words)

1 Capital Expenditure

2 Operational Expenditure

Grand Total (INR)

Summary of Capital Expenditure: CAPEX


inclusive of all taxes

1 Site preparation Cost including Cubicals, Officer cabins, Electrical cabling etc., ( as per Section 2.12 & 2.14)

2 Hardware and Networking components (LAN Connectivity) for Dial 100 Project

3 Software & Third party licenses(if any) for Dial 100 Project

4 Training Cost Total (INR)

Summary of Operational Expenditure: OPEX


inclusive of all taxes

1 Operations Cost of Manpower towards Salaries, Transportation etc

2 Site rental

3 Miscellaneous viz‐ Electrical bills, Telephone bills, Stationary, Housekeeping etc

Total (INR)




Note: 1. Contract value is the sum total of capital expenditure and operational expenditure

quoted by bidder 2. All unit rates indicated in the schedules shall be inclusive of (not limited to supply),

installation, duties, transport, packing and transit insurance charges etc. Taxes should be indicated under the relevant column in the schedules.

3. AP Police Department reserves it right to alter the scope (increase quantity / remove certain items).

4. The basic cost is all‐inclusive of setting up costs of Dial 100 Command & Control Centre Project like call centre setup, salary & allowances, recruitment & training, staff insurance & others, telephone, Mobile, internet etc., housekeeping, AMC of hardware & software, up gradation of software, equipment, postage & courier, printing and stationary and all other miscellaneous expenses inclusive of all taxes, duties, fees etc.

5. All other tasks pertinent to the contract even though may not have been mentioned in the bid document are assumed to have been included in the work.

6. Deduction of taxes at source will be made as per applicable laws from the payments to be made to the vendor.

Place : Bidder’s signature Date : and seal.




Annexure I ‐ Technical Specifications (Minimum) i. IP Based Digital EPABX /Server for Centralized DIAL 1OO Command & Control Centre

S No Description Parameter Compliance

1. IP Based Digital EPABX / Server of Latest Technology for Centralized Dial 100 Call Centre.

IP Based Digital EPABX with IVRS, CLI, ACD and CTI facility with the following features. a) Provision for 100 Digital Telephone

extensions for 45 Call Takers, 25 Dispatchers, 20 for CCD, 10 for Supervisors/Manager etc. (Total – 100). Expandable to 150 Extensions.

b) 6 Party Internal/External Multi group Tele conferencing facility to all the Call Takers, Dispatchers and Supervisors/ Managers etc.

c) All the standard features like Call Transfer, Call Forward, Call pick‐up, Call hold, Call Barge‐in etc.

d) 1 Trunk Card of 8 lines with CLI to connect Land Line / GSM Phones.

e) ISDN PRI Cards 4 Nos. Expandable for 8 Nos.

2. Technology PCM‐TDM , IP(Both), Non‐blocking 3. Interface Should support all Telecom interfaces. 4. Type of Interface ISDN interface for digital, Basic interface for

Analog lines

5. Type of Extension Support

Analog, Digital and IP/ Soft Phone

6. Run Distance Not less than 1000 meters. on 0.5mm dia. Cable 7. Max. Loop resistance for

analog extensions 2500 ohms including telephone.

8. Requirement at the time of supply.

a) Integrated Voice messaging system with required Channels for IVRS function. b) Voice messaging‐Pre‐defined text to voice Conversion information. c) Estimated wait time incase if all Call Takers are Busy. d) Voice mail instructions to Caller incase all the Call Takers are Busy.

9. Max. loop resistance for analog trunk lines

1200 ohms at –48 Volts DC

10. Conferencing 6 party In and Out Multi group conferencing facility to be provided to all the Call Takers, Supervisor and Manager etc. (To be configurable Dynamically)

11. Voice Messaging unit The system shall play announcement immediately on receiving a call from Public “This is Dial 100Police control room, All calls are recorded for




Investigation and future reference purpose” and place the call immediately to call taker using ACD algorithm. Further, it should not wait which will cause delay for call answer To be included in the price.

12. Digital Telephone Instruments

Digital Extension telephone instrument with programmable one touch keys, Graphical display, Keys with LED, 4 Programmable keys with dual function,10 fixed function keys,

13. Switches Provide industry tested, proved and market leading switches to ensure smooth installation and protecting businesses existing call centre hardware investment

14. Standards which are to be supported CAS 2Mbps. as per CCITT G.703 & G 704 CAS R2 as per CCITT Q.421 to Q.424 ISDN interface as per CCITT I.430 (BRA), I.431 (PRA) I.440, I.450, I.441, I.451, G.703 (PRA), G.704(PRA), ETSI CTR3 (BA) CTR4 (PRA) & Austel

Tenderer to specify support provided clearly (CCITT‐Committee Consultant if International Telephonique et Telegraphique ,CAS‐Conditional Access System, ACD‐Automatic Call Distributor , CLIP‐Conditional Legar Interpreting Permit, COLP‐Connected Line Identity Presentation, CLIR‐Calling Line Identity Restriction , CNIP‐Calling Name/Number Identification Restriction , CONP‐Connection Oriented Network Protocol , CNIR‐Calling Name/Number Identification Restriction, AOC‐Advice of Charge

15. Support for ACD call centre with CTI and advanced call routing

To be provided

16. ISDN supplementary services for Digital Phone

To be provided

17. Networking of multiple systems through Digital Networking a. ETS 300011 b. QSIG‐ECMA 141 c. ETS 300172 d. QSIG‐ECMA 143 e. ETS 300173 (CLIP, COLP, CLIR) h. ECMA 164 i. ETS 300238 (CNIP, CONP, CNIR) j. AOC ECMA 211/212

Bidder to specify the compliance of standards




ii. Specifications Of CTI Server, Data Base Server, Digital Voice Logger Server

S.No. Feature Specification Compliance

1 Make 2 Model

3 Processor

Server with 4 socket and populated with 2 Nos. Processors with the following :

2* Xeon Processor E5‐4650 (20M Cache, 2.70 GHz, 8.00 GT/s QPI) or higher or equivalent

4 Chipset Latest compatible chipset supporting above processor

5 Memory 64 GB memory (8x8 GB) DDR3 ‐1066MHz Registered ECC DIMMs & expandable to 1.5TB

6 DIMM Slots Server should support 48 DIMM Slots or higher 7 Memory Property Advanced ECC memory protection, Memory mirroring

8 Hard Disk Drives 4 * 500 GB 15K SAS 6Gbps 2.5in Slim‐HS HDD (Hot swappable) scalable up to 16 drives & should have the ability to have front acess PICe SSD

9 RAID Controller Integrated hardware RAID controller and should support Raid 0, 1 and 5 Should be provided with RAID Controller with 512 MB NV Cache

10 Optical Drive DVD‐RW

11 Graphics Controller

Minimum 8 MB Memory

12 Ethernet Ports 2 * 1 GbE& 2* 10Gbe network ports with support for iSCSI protocols based on future datacenter needs

13 PCI Slots Minimum 7 PCI‐E slots or Higher

14 Remote Management

Ability to remotely configure machines completely with Advance Settings Utility

15 Redundant Power Supply

Redundant hot swap power supplies

16 Redundant Cooling Fans

Minimum 6 hot‐swap redundant cooling fans. Fans should automatically adjust speeds depending on the temperature inside the server chassis

17 Failure Alerting Mechanism

The server should be able to alert impending failures on maximum number of components. The components covered under alerting mechanism should at least include Processors, memory, hard disk drives

18 Cluster Support Should support High Availability Clustering 19 Form Factor 4 U or less

20 Certification Microsoft Windows 2012 Std. Server, **Any two flavors of Linux/ RHEL. FCC, CE and UL or CSA

21 HBA Should be Supplied with 1 Nos of Dual Port 8 Gbps fiber channel HBA.

22 Server Management

The server should come with systems management licensed software from the OEM with Remote Power On & Power Off, Remote KVM and other features




23 Benchmark Server family should have published benchmark (Spec_int _rate2006), TPC or JBB. Server should have published TPC benchmark

24 Warranty 3 years comprehensive onsite warranty. Prefailure warranty on CPU, Memory & Hard disks

25 Delivery

All the necessary tools & tackles licenses, cables / connectors for Ethernet / Fibre / USB / Power etc. required for making the system operational shall be provided by the bidder.

26 BOM (Part No.s) The vendor has to give part nos. of every component which will be cross verified with OEM.

27 Note‐1 One Server should be in active mode and another server is passive mode.

iii. Digital Voice Logger Server Features S No Description Compliance

1 The Recording should be done in HDD and archiving in back up media 2 Shall be 100 ports and expandable to additional 50 ports in future. The

Recording shall be done from Digital extension side. Shall be a digital voice logger which is capable to record calls between extension lines also.

3 The Recorded voice shall be indexed and linked with Incident Report Number with real time and date. The voice logger shall have the CTI capabilities. It will automatically track the incoming call. The recording shall go on till the call is disconnected.

4 It shall be possible to configure automatic voice recording on answering the call by the Call Taker

5. It shall be based on the above server configuration with additional 500 GB of Hard disk, 5U space and suitable OS and Software/ Hardware

6. Combo writer with latest Read, Write speeds 7. Voice Logger software compatible with the call Centre package 8. Software & hardware required to record the wireless communication iv. Workstations for Call Taker/ Dispatcher /Supervisor /Manager (Desktop PC

Configuration) Parameters Specifications Compliance

CPU Core i5‐3470, 3.2 GHz, 6 MB Cache or higher. Chipset Compatible Chipset Bus Architecture 4 PCI (PCI/ PCI Express)

Memory 4 GB 1600 MHz DDR3 RAM with 32 GB Expandability. Hard‐Disk Drive 500 GB 7200 rpm or higher.

Display 47 cm or larger(18.5 inch or larger) LCD Digital, Color Monitor TCO‐05 certified (Two Numbers)

Keyboard 104 keys.




Mouse Optical with USB interface. Bays 3 Nos. or above.

Ports 6 USB Ports including 2 USB 3.0 Ports (with at least 2 in front), audio ports for microphone and headphone in front.

Cabinet Mini Tower. DVD ROM Drive 8X or better DVD ROM Drive.

Networking facility

10/100/1000 on board integrated Network Port with remote booting facility remote system installation, remote wake up, TPM enabled 1.2 chip using any standard management software.

Operating System

Windows 8 Professional preloaded, as specified, with Media and Documentation and Certificate of Authenticity.

OS Certifications Windows 8 OS certification.

Power Management

Screen Blanking, Hard Disk and System Idle Mode in Power On, Set up Password, Power supply SMPS Surge protected.

VGA Ports Two VGA Ports to connect two monitors (one of application, another for Maps)

v. Specifications of Laptops Description Specification Required Compliance

Make <<Specify>> Model <<Specify>> Processor Core i5‐3210M Processor or Higher or equivalent AMD

Processor (In case, there is no common agreement on processor equivalency between Intel & AMD, Processor equivalency will be decided by APTS based on any of the third party benchmarks/reviews available on the Internet. APTS decision will be final and no further representations will be entertained in this regard )

Chipset Compatible Chipset (bidder has to specify the chipset number)

Motherboard OEM Motherboard RAM 4GB DDR3 RAM or Higher scalability to 8GB Hard Drive 500GB Hard Drive Optical Drive Minimum 8X DVD+/‐R/RW with Double Layer Support Audio Integrated Audio Network Interface

Integrated On‐board 10/100 /1000 Mbps NIC or higher, Wireless LAN, Bluetooth

Graphics controller

Integrated Graphic controller

Display 14/15 inch LED with 1366 x 768 resolution or higher Keyboard Standard Keyboard (OEM) Mouse Standard touchpad (OEM)




Ports 3 USB, HDMI, RJ‐45, VGA Port 1, Stereo Microphone In, Stereo Headphone Out, Integrated Media Card Reader

Battery Lithium Ion Battery ‐ 6 hours or higher of battery backup with AC Adopter

Webcam Integrated 720P HD Webcam Certifications For OEM: ISO 9001 : 2008 << Certifications to be

enclosed>>

Operating System

Pre‐Loaded MS windows 7 Professional (64 bit) with recovery media and product key License/sticker

Antivirus Latest version of Antivirus Symantec/ Mcafee/ NOD32/ eTrust/ Kaspersky/Quick heal/eSCAN with following features anti‐virus, Anti Spyware, Intrusion Prevention Browser protection with single management console with 5 Year subscriptions with support and updates

Accessories With required connecting cables and driver media and Carry case should be supplied

Warranty 3 years Onsite comprehensive warranty on hardware, OS & Antivirus

vi. Specifications of LCD Projector Description Specification Required Compliance

Make <<Specify>> Model <<Specify>> Brightness 2600 Ansi lumens, Lamp Life 4000 Hrs Contrast ratio 500:1 Resolution 1024 X 768

VGAin, VGAout, RCA, Wi‐fi 6’ x 8’ Wall Mount Screen 6’ x 8’ Motorized Screen with remote control

Ceiling Mount Kit with required length of cables

6’ x 8’ Screen with stand

vii. Multi Functional Printers (MFP) 4 in 1 Feature Specification Complaince

Make __________________ Model __________________ Features Print /Scan /Photo Copy/Fax Technology Laser & Duplex Printing Print Speed 16ppm or above Resolution Min 600 x 600 dpi Memory 2 MB or higher Copy speed Min 12ppm




Feature Specification Complaince Scanner type Flat Bed with ADF Interface USB 2.0, Ethernet Port Duty Cycle, Monthly ( No of Pages)

5000

Consumables Full toner Cartridge Paper handling Input tray capacity No. of sheets

100

Output tray capacity No. of sheets

100

Accessories With required necessary accessories, connecting cables and driver media should be supplied

Warranty 4 years comprehensive onsite warranty viii. Specifications OF 20KVA/15 KVA TRUE ON LINE UPS

Description Parameter Compliance

Capacity True Online with TWO hours Battery back up

Type IGBT INPUT: a)Voltage Mains (primary source)

single / 3 phase

b)Voltage mains Operating

230 / 440 V AC

c)Frequency 50Hz +/‐5% Battery (secondary source)

Sealed Maintenance Free Batteries (AH and no. of batteries shall be suitably selected for a back up time of 120 Minutes @ (80% of KVA) W resistive load or KVA load with 0.8PF. The details are to be specified by the tenderer along with the make of the battery

Min. Input voltage required for Battery charging circuit to function properly

To be specified by the tenderer

Battery storage Rack Battery storage Rack with Rubber matting for housing the Batteries with safety to be supplied along with the UPS system (for 5/ 15/20KVA).

Battery Voltage (Min. & Max.)


OUTPUT: a)Nominal voltage single / 3 phase b) Pre‐settable range +/‐ 5% c) Voltage Regulation +/‐ 2% d) Frequency 50Hz e) Variation in frequency +/‐ 5% f) Load Power factor 0.80 lag to Unity g) Waveform Pure sine wave




OTHER / GENERAL DATA

a) Overload capacity 120% for 10 minutes b) Overall Efficiency Greater than 85% @ full load c) Min. Input

Voltage required for battery charging circuit to operate


d) Ambient Temperature

0 deg C to 55 deg C

e) Ambient Humidity 0‐95% RH Non‐Condensing f) Duty cycle Continuous g) Cooling Forced air cooling h) Protections Overload, Short circuit , Input low voltage, Output over

voltage , Battery over charging, Battery over discharging, Fuses for input & output

i) Controls Manual. By‐Pass switch with suitable current rating j) Power sockets 1 No. 63 Amps capacity terminal block k) Trip conditions Over load l) Indications Mains on, Inverter on, Battery low, Overload, Input,

Under/Over Voltage

m) Alarms (Audio) For extreme battery low voltage and Mains failure conditions

n) Digital Meters i )AC voltmeter for Input and Output ii) DC voltmeter iii)Load current for Output

o) Extra Protections Output overload for short circuits, Battery Overcharge, battery reverse polarity

p) Input / Output Cables

Proper rated mains Input/ UPS Output cable to be provided

q) Manual Complete user, technical and spare parts list, Circuit Diagram to be provided.

r) Brand/Model Reputed make &International Standard

Note: All UPS Systems shall be fitted with Castors for mobility.




ix. Specification for CCTV Setup a. IP Camera : Fixed Box / DOME Type (Indoor Camera)

SL.NO

DESCRIPTION SPECIFICATION Compliance

1 IP Camera: Fixed Box /DOME type Indoor Camera)

Quantity= nos.

2 Description Fixed Indoor day/night IP Camera 3 Plane of installation Vendor to specify 4 Make& Model Vendor has to specify, data sheet to be

supplied.

5 Type In door, Day/Night with integrated True Wide Dynamic Range

6 Power supply PoE Mandatory/ Dual Power Source (PoE + Input Power Option )

7 Image device 1/3" Progressive Scan CMOS/ CCD 8 Lens size Between 2.8 to 12mm/Equivalent IR

Corrected Day/Night Lens Auto Iris

9 Aperture F 1.3 or F1.4 10 Type of lens Wide Angle 11 Total Pixels 1280X720(P) 12 Shutter speed 1/24,500 or better at 20/30IRE 13 S/N Ratio >50 dB 14 Communication 10/100 Base‐T Ethernet, RJ‐45 connector. 15 protocol support IPv4, ONVIF,TCP/IP, UDP/IP, RTP(UDP),

RTSP, NTP, HTTP, HTTPS, SSL, DNS, DDNS, DHCP, FTP,SMTP,ICMP,SNMPv1/v2c/v3(MIB‐2)5.17 Local

16 Network standards Open IP Standards . API /SDK should be made available without additional cost

17 Configuration, control command including clock synchronization, firmware up gradation , Auto/ manual mode selection for Automatic Gain Control(AGC), back light compensation (BLC) , White Balance etc

Through network video recording and management software to be done remotely

18 Local Memory in camera to be supplied with Camera

32 GB SD Card

19 Minimum illumination handling capacity

0.9 lux for color and 0.01 lux for B/W 30 IRE or equivalent

20 Type of video compression (Dual

Main Compression H.264/MJPEG Should Support Dual H.264 Streams




streaming in both primary and secondary)with Individual Bit Rate Control on each stream

21 Aspect ratio HD: 16:9 HD: 16:9 / 4:3 Support

22 Video resolution Not less than HD1280x720(p) SD 640 x480

23 Frame rate per second 25fps ( configurable in increment of 1 frame Both at Camera end + VMS.)

24 Video motion detection, Notification: FTP, e‐mail, Alarm out, JPEG Recording on SD

25 Active tampering alarm and other features

To be provided ( Email Alert/SMS Alert)

26 Audio support Two way audio function support G.711, G.726

27 Access level of cameras To be provided for Administrator, Operator and Viewers.

28 Operating Temperature 0‐50 deg C humidity 20%‐80‐% RH 29 Housing IK10, Sun Shield, Polycarbonate 30 Service facility Should be available in India

b. IP Camera: Fixed Box out door, day/ night Camera) SL.NO


1 IP Camera: Fixed Box out door, day/ night Camera)

2 Description: Fixed out door, day/night IP Camera with Day & Night Operation & true WDR

3 Plane of installation Vendor to specify 4 Make& Model Vendor has to specify, Data Sheet to be

provided

5 Type out door, Day/Night with IR filter, Wide Dynamic Range

6 Power supply Vendor to specify with POE option + DC power source

7 Image device 1/3" Progressive Scan CMOS/ CCD 8 Lens size 5 – 50 mm Megapixel IR Corrected Lens

with Auto Iris.

9 Aperture F1.2 or F 1.4 10 Type of lens CS Mount Lens 11 Shutter speed 1/10,000 or better at 20/30 IRE 12 Total Pixels 1280X720 (p) 13 S/N Ratio >50 dB 14 Communication 10/100 Base‐T Ethernet, RJ‐45 connector 15 protocol support IPv4, ONVIF,TCP/IP, UDP/IP, RTP(UDP),

RTSP, NTP, HTTP,HTTPS, SSL, DNS, DDNS,




DHCP, FTP, SMTP, ICMP, SNMPv1/v2c/v3(MIB‐2)

16 Configuration, control command including clock synchronisation, firmware up gradation , Auto/ manual mode selection for zooming,, AGC, Back Light Compensation (BLC) , White Balance etc

Through network video recording and management software to be done remotely.

17 Local Memory in camera 32 GB Memory Card 18 Minimum illumination

handling capacity 0.07 lux for color and 0.01 lux for B/W 30 IRE or equivalent

19 Type of video Compression (Dual streaming in both primary and secondary) Individual configurable streams, should support minimum of 3 streams.

H.264, MPEG‐4, JPEG ( combination selectable )

20 Aspect ratio HD: 16:9 SD: 4:3 21 Video resolution Not less than HD: 1280x720p SD:640x480 22 Frame rate per second Up to 25fps ( configurable in increment of

1 frame at Camera End+ VMS End)

23 Video motion detection, Notification: FTP, e‐mail, Alarm out, JPEG Recording on SD

24 Active tampering alarm and other features

To be provided Email Alert/SMS Alert

25 Audio support Two way audio function support 26 Access level of cameras To be provided for Administrator,

Operator and viewer

27 Environment protection IP 66 / NEMA 4X rated protection against dust & heavy Rain

28 Housing Vandal Proof Structure, Outdoor pendant with heater and blower. IK10

29 Service facility Should be available in India C. IP Camera:(18x or better PTZ Dome Speed Camera)

SL.NO


1 IP Camera:(18x or better PTZ Dome Speed Camera)

2 Description: 18x or better IP HD Speed Dome Camera or better

3 Make& Model Vendor has to specify Data Sheet to be provided.




4 Plane of installation as per drawing attached. 5 Type Out door, Day/Night ,pan, tilt and zoom

(PTZ) functions with motion detection, and to automatically track moving objects within the camera’ s field of view.

6 Power supply PoE Based Camera ( IEEE 802.3 at High Power PoE) + Dual DC Power Source)

7 Kind of image want to capture Continuous recording of full over view image , any object crossing over the compound walls in day &night . Automatic optical/Digital zooming as per pre‐fixed time interval at Presets

Presets 100 Minimum Preset Options 8 Distance to be covered Minimum distance of 500mtrs 9 Pan and tilt covering area Pan travel 360 deg and tilt travel 180 deg. 10 Maximum optical & Digital

Zooming range Optical Zooming 18 X or better and Digital Zooming 12X or better

11 Protocol support IPv4, ONVIF,TCP/IP, UDP/IP, RTP(UDP), RTSP, NTP, HTTP,HTTPS, SSL, DNS, DDNS, DHCP, FTP, SMTP, ICMP, SNMPv1/v2c/v3(MIB‐2)

12 Communication 10/100 Base‐T Ethernet, RJ‐45 connector 13 Configuration, PTZ control

command including clock synchronisation, firmware up gradation , Auto/ manual mode selection for zooming,, AGC, back light compensation (BLC) ,etc.

Through network video recording and management software

14 Image device 1/3 or 1/4" CCD Progressive Scan 15 Lens size 4.7 – 84.6 mm or better 16 Type of lens F1.4 or F1.6 17 Shutter speed 1/10,000 at 20/30 IRE 18 Minimum illumination

handling capacity 0.74 lux for color and 0.04 lux for B/W @30 IRE or equivalent

19 Type of video compression (Dual streaming in both primary and secondary)

H.264, MPEG‐4, JPEG ( combination selectable )

20 Effective Pixels Not less than 1280X720 p 21 S/N Ratio >50 Db 22 Resolution HDTV 720p 1280 X 720 to 320 X 180 23 Frame rate per second Up to 25fps (configurable in increment of

1 frame.)

24 Video motion detection, Notification: FTP, e‐mail, Alarm out, JPEG




Recording on SD 25 Active tampering alarm and

other features Email Alert/ tamper Alarm Trigger through I/o

26 Speed Control of the PAN/ Tilt as per the Zoom ratio

To be provided.

27 Local Memory in camera 32 GB Memory Card 28 Access level of cameras To be provided for Administrator,

Operator and viewers.

29 Audio support Two way audio function support. 30 Operating temperature ‐40 to 50 deg C Humidity 20%‐80% RH 31 Environment protection IP 66 rated protection against dust &

heavy rain.

32 Housing Vandal Proof Structure, Outdoor pendant with heater and blower.IK10

33 Service facility Should be available in India 34 Video Recording Day and night for all days. 35 Mounting To be mounted on the 8 Mtr. GI Pole

where required.

d. Specification: Video Management & IVA Software to be integrated with Active Alarm Management Sl No. DESCRIPTION SPECIFICATION Compliance

1 Platform Windows / / Linux 2 Functions Event handling, motion detection, 3 Compatibility The VMS should be built on the open

standards and shall be compatible with products from industry leading manufacturers

4 License Based Option All Camera license to be per Camera based and no Server/Client License to be charged. All Camera upgrades to be free during warranty period.

5 Recording � Should record audio / video � Continuous recording, by trigger (motion or alarm), by schedule

6 Storage � Distributed, fault tolerant database architecture � Multi‐level storage: should support multi level storage (live recording on primary disk, archiving on secondary, and so on) should delete video after configurable duration (FIFO based). Should Support NAS through iSCI transfers. Recording redundancy should be




supported. 7 Video Search � Should be able to search video based on

date / time, camera. Should have advanced / smart / quick search function Should be able to export� searched video to standard video codec (or with video player in case of proprietary format)

8 Viewing � Simultaneous viewing and recording from various cameras by multiple users Multi Monitor viewing� Camera sequence mode� Control PTZ function of PTZ� camera. The VMS should have viewing� client (not applicable incase of web based VMS) to enable the feed display on the workstation / remote location Drag and drop camera� viewing

9 Event Management � Register event, associated video, and alert operator on screen with audio Motion detection, sound� detection, camera tampering events should be alerted to the operator

10 Camera Management � Show connection status of cameras, alert operator in case of connection failure to any camera . Manage firmware upgrades,� setting IP addresses

11

Security User management, password management, user access level management

Multi‐map Presentation Options and User‐Friendly PTZ Controls

Graphic Video Footprints with Real‐Time PTZ Controls

Sensor Management Tools, Alarm Management Options, and data Editing

Enhanced Displays for Video Forensics and Access to Video Archive Systems

supports jpeg or bmp or gif data input. Capable of Managing an assigned area of interest.

12

General Features & Specifications

Capable of Ingesting video and sensor inputs into an open architecture format, onto one screen

Provides a monitoring capability of the video/ sensor subsystem, to be relayed to the key operations center




Multi‐site video surveillance, and command and control

Provides a multiple‐perspective geographic display of site locations with site‐ Specific surveillance information including Sensor locations and alarm conditions.

Provides a remote ability to set and/or modify operational characteristics of surveillance devices and storage

Online control of Pan/Tilt/Zoom (PTZ) cameras, sensors,

Ability to Record and Retrieve stored video.

Integrated‐alarm visualization rule and device control displays in either a single or double monitor format

Ability to slue PTZ cameras to alarm‐generated areas.

Automatic tracking and classification of objects such as cars and people and push content to security personnel over local LAN as required.

Capability of Real‐time analysis of connected cameras to detect abnormal activity and Security threats.

Capability to filter large amounts of video and support display of time Line, Customizable Site Map, Live Video, Video Playback, Integrated Site Map , Remote live view, Multi‐site capability, Event based Recording all over local LAN

Capability of video analytics based on defined policies pre feeded at the time of installations with features like Motion & Blackout masking, Perspective settings , environment selection, map configurations, disk usage limits, footage expirations, software health monitoring

Crowd Detection : Detects Crowd build up in a monitored region

Significant activity detection : Detects activity caused by people , vehicle & other objects.




Left‐Object/Removed‐Object Detection component that automatically detects objects in the field of view of a camera that have been left‐behind, or that have been removed

Perimeter Breach Detection component that automatically detects objects in the field of view of a camera that move from and to configurable regions

Motion Detection component that automatically detects moving objects in the field of view of a camera, and is capable of filtering out movement in configurable directions and movement due to camera motion (e.g. from wind) A People Loitering Detection component that automatically detects

Analytics license should not be linked to the Mac Address of the camera.

Should support Open street GIS Maps and floor maps in various formats. Auto discovery of devices‐ONVIF and UPnp protocols supported.

Web browser based client with failover servers and storage statistics and incident report.

Alarm recording, scheduled recording based on daily/weekday, activity based, duration of pre and post alarm. Chart based reports on the alarms, by category, source by source and status

e. Encoder (where ever Applicable in Each Division) – For Existing Analog Cameras Sl No.


1 Functional Requirement Should convert Analog Composite / S video input to good quality digital stream with ability to transmit as unicast / multicast IP packet. The encoder should be able to control movement of camera in case of PTZ camera.

2 Video Compression Motion JPEG,MPEG‐4/H.264 simultaneously

3 Resolution User selectable, 4CIF, 2CIF, CIF, QCIF 4 Frame Rate 25fps for all resolutions from QCIF / CIF /

2 CIF / 4 CIF simultaneously

5 Video Format H.264 or MPEG4/MJPEG with CIF/4CIF/QCIF simultaneously




6 Video Streaming Motion JPEG,MPEG‐4 or H.264 simultaneous, Individually configured streams in Max. resolution at 25 fps, Controllable frame rate

7 Performance Provide all channels with full frame rate at full resolution

8 Data Rate Video data rate should conform to 32kbps to 4mbps per channel

9 Signal Format PAL /NTSC 10 Latency (PTZ Control) <120 ms 11 Video Parameters Selectable brightness, contrast, hue,

sharpness and sizing

12 Security Password protection, 128‐bit AES Encryption

13 Connectors RJ‐45 for 10BASE‐T/100/1000 BASE‐TX (Auto‐negotiating), RS‐422/485 port and separate RS 232 port for modem communication & DC jack Terminal block for 2 alarm inputs, 1 output

14 Supported Protocols RTP, Telnet, UDP, TCP, IP, HTTP, HTTPS, IGMP,V2/V3, ICMP, ARP, SNTP,SNMP( V1/V2c/V3 MIB ‐II

15 Approvals 16 General 17 Desired Features 18 Operating Temperature f. Video Storage Server – For New Server Hardware Requirement Sl No.


1 Processor Intel Xeon Dual Quad Core, 3.4 GHz or more with FSB Frequency more than 1060MHz

2 Chipset Suitable Intel chipset 3 Memory 8/16GB, Expandable up to 2TB or more 4 Expansion Slot Expandable Minimum Upto 24Tb 5 I/O Port Standard IO Ports with 4 USB

2.0connectors

6 Bays Up to 4 hot swappable SATA or SAS bays 7 Display Controller Compatible display controller with at least

128MB on‐board memory

8 HDD 10K RPM, SAS or SATA hard disk 9 Internal Storage 2 TB with expansion upto 24 TB 10 Ethernet Gigabit Ethernet controller with dual port

minimum

11 OS Windows (32 or 64 bit) / Linux OS 12 RAID 5 support Hardware RAID with support for RAID 0,




1, 5, 6 & 50 13 Anti‐virus Software Latest Software g.Video Monitoring Workstation Sl No.


1 Processor Intel Core 2 Duo Processor 3 GHz; 4 MB L2 Cache; 800 MHz FSB or better

2 Chipset Suitable Intel chipset 3 Memory 4GB or better 667MHz DDR2 ECC FB‐

DIMM memory

4 Expansion Slot Standard Configuration 5 I/O Port Standard IO Ports with 4 USB 2.0

connectors

6 Bays Standard Configuration 7 VGA Card NVIDIA Quadro FX5600 2GB Graphics or

equivalent

8 Display Controller Compatible display controller with at least 64MB on‐board memory

9 HDD SATA @ 7500 RPM – 8MB Cache 10 Optical Drives 16x Super Drives with double‐layer

support (DVD+R DL/DVD±RW/CD‐RW)

11 Storage 500GB or more 12 Video Accelerator Matrix RT.X2 Card or equivalent 13 Ethernet 10/100/1000, Auto Negotiating Ethernet

controller

14 Os Windows XP SP3 (32 or 64 bit) 15 Monitor 19” TFT / LED @ 1280x1024 (Refer

detailed Specs provided in the document)

16 External Monitor Support Workstation to support Multi‐Monitor view with external; matrix switch or necessary accessories (LED Monitor Interface)

h. 39’’ / higher LED TV with remote & wall mount kit

S No Description Parameter Compliance

1 Video Screen size (in inches) 39” Measured Diagonally (minimum)

2 Native Resolution Full HD 1,920 x 1,080

3 Dynamic Contrast Ratio 50,000:1 or better 4 Aspect Ratio 16:9 5 Audio Sound Output (RMS) 8 Watt. x 2 6 Features

Auto Channel Search Yes Auto Power Off “ Auto Volume Leveler “ Clock & On /Off Timer “




Closed Captioning “ Built‐in Tuner “

7 Inputs & Outputs HDMI 2 (Rear) Component 1 Composite (AV) 1 PC( (D‐Sub 15 pin) 1 PC Audio Input (Mini Jack) 1 Ethernet 1 USB 2.0 1 Audio Out Mini Jack 1 DVI Audio Input 1 RF In 1 Mains Power Supply 170 V to 270 V @50Hz

i. NAS Specification: SL.NO REQUIREMENT OF NETWORKING SYSTEM Compliance

1

The Proposed Solution should be a NAS Storage System configured with dual redundant controllers and Unified Storage Management Software which should be able to manage iSCSI, SMB3.0 and NFSv2 and v3protocols.

There must be no performance degradation in case of a controller failure Each Controller must have Intel Quad core CPU per controller or equivalent.

The Proposed Solution should be based on real time optimized operating system. ( It should not be a general purpose OS )

2

The controllers should have a minimum15GB cache spread across dual controllers.

The Proposed Solution should be scalable to more than 96 Drives in the same Storage Array without upgrading the controllers.

The Hard Disks provided in the system needs to be Datacenter Grade with redundant paths for connectivity to the Controller.

Support for Enterprise Flash Drives,6Gbps SAS 2.0 and NL SAS6Gbps drives for data drives from Day 1 in the storage array to be provided.

3

The offered Storage shall be supplied with at least4nos x 1G Ethernet Ports across dual Controllers.

The array proposed should have a minimum of 2nos x 6Gbps 2.0 SASbackend architecture.

4

Proposed Solution must support Hardware RAID 1, 3, 5 and 6 and not involve any host processing cycles.

All RAID types should be industry standard RAID and solution to be configured with RAID6 protection and Hot Spare

5 The Proposed Solution should support a browser based built in management. It should have SNMP support.




6 The Proposed Solution to be configured and support iSCSI, NFSv2 &3 and SMB3.0 protocols from day1.

7

The Proposed Storage Array should be configured with Minimum 10TB Usable Capacity using SATA or NLSAS Drives or above. The usable capacity is defined as the Net storage capacity available for the application stack, after deducting the penalties imposed by storage infrastructure requirements, disk and array formatting, RAID penalties, host OS and file system formatting including overheads or any other penalties which eat away usable disk space. Drives offered for the above capacity can be of the H8ighest Capacity offered by the Vendor.

8

The NAS Storage System should support Microsoft Windows Server2008, Windows Server 2012, Windows 7, Windows 8, Microsoft HyperV, VMWare ESX, RedHat Enterprise Linux, SuSE Enterprise Linux, HP‐UX, IBM‐AIX, Citrix ZenServer, Solaris10 –x86 and SPARC

9 The device should have the following certifications ‐ FCC Class A or CE Mark for immunity against electromagnetic emissions.

10 The device should have the following quality and safety standard certifications ‐ CAN/ CSAC22.2‐60950/UL60950 and manufactured under a ISO9000‐ registered quality system.

viii. Centralized Dial 100 Command & Control Centre

Sl. No Description Compliance

1 The PBX should support ACD features with advanced call routing features. 2 The PBX should support integrated IVRS to give instant announcement to

the callers “This is Dial 100 Police control room, All calls are recorded for Investigation and future reference purpose” and should place the call directly to the Call taker Through ACD.

3 The Call Centre should have one Supervisor to provide operational supervision and Statistical Data Reports.

4 It should be possible to expand the number of Call Takers up to 150 including Dispatchers, CCD, Supervisors/ Managers.

5 The Supervisor shall be responsible for the Operation and control of the Call Centre. The following features shall be provided for Centralized Dial 100 Command & Control Centre Supervision.

6 The Supervisor Package shall be able to provide Dynamic configuration of the ACD. The Supervisor shall operate in standard windows framework.

7 Supervisor shall be able to set up the call Centre queue length, Queue Over flow timing based on the time of the day, Traffic conditions, No. of Call Takers present etc. However, since it is highly difficult for Call Taker to continuously alter the parameters, the ACD system, intelligently should change the maximum queue length from the original set value to the appropriate value depending on the No. of Call Takers present. The call shall be routed to over flow destination on over flow. Bidder need to comply and also arrange live demonstration for this facility.

8 The ACD system should capable of providing the initial announcement and wait announcement and the expected wait time to the callers by




calculating the wait time based on the No. of Call Takers present, No. of position in the queue and the average conversation time of the Call Taker. This wait time announcement shall be given to the callers once they are put to Queue. Firm need to comply and also arrange live demonstration for this facility.

9 The ACD system shall provide at least 2 different messages to the waiting callers in between the music. Bidder need to comply and also arrange live demonstration for this facility.

10 The ACD system should recognize the Call Taker by his PIN. PIN shall be entered either in the Call Taker desktop PC or in the Phone. Bidder need to comply and also arrange live demonstration for this facility.

11 The system shall have the feature to accept & respond to SMS from the people in distress through dedicated terminals & a technical plan for the same is to be shared by the Bidder.

12 ACD system shall be configurable for a Fixed Clerical time for all Call Takers or individual Call Taker selectable Clerical time using the key.

13 ACD system shall allow a Pause facility for the Call Takers. Pause time shall be either fixed for the whole system or shall be individual Call Taker selectable using the key. This information shall be displayed in the Supervisor’s Desktop.

14 The Supervisor shall be able to provide Real Time monitoring and reporting of call patterns and call characteristics for planning.

15 It shall be possible to provide Real time displays for all ACD groups like Call Takers, Dispatch Officers, Case Closing Officers etc. Any number of views can be opened simultaneously each with any combination of selected group and displayed information.

16 The ACD Group real time view shall provide actual information for each ACD group related to the ACD group displaying number of calls in the queue, current Calls, expected delay longest in queue etc..

17 A customizable Dashboard to be provided by the application to mark the VIP’s and the defaulters in the applications. This dashboard should be configurable.

18 A Directory of VIP Telephone numbers will be provided. On receipt of a call from a VIP, the call may be diverted to a particular Call Taker and also the color of the screen of that agent’s desktop should change to a different color.

19 The Agent Group details shall show averages about a. Queue b. ASA (Average Speed of Answer) c. Talk time d. AHT (Average Handle Time)… etc in real time.

20 It should be possible to set up a view to meet precise actual needs and save it for future use without the need for any new setup procedure.

21 It should be possible to define 1.Groups to be displayed 2.Histograms to be displayed 3.Average Values to be displayed 4.Time period to be used for statistical and trend graph calculation




22 It should be possible to display different Call Takers status with multiple histogram colors for on call, after call work, break, training, outbound and available Call Takers.

23 The ACD Group view shall display Call Takers details with information as call status, connected number and duration in status, per Call Takers. It shall also inform about the current call‐when did it start, how long did it ring, how long took talking state‐and it shall display statistical information for each Call Takers.

24 When several Call Takers are combined to form Call Takers group, Call Takers real time views shall be required. The screen shall show the status as well as the averages of ringing, talking, and clerical time as per selected agent group. The supervisor shall define the type of average display information. Detailed information about the available Call Takers per selected Call Takers group shall also be provided

25 The Call Centre Supervisor reporting system shall comprise of a wide range of standard reports and enable the supervisor to specify individual parameter for reports. In addition it should be possible to create macros of a series of reports and schedule the automatic generation of reports

26 The following reports shall be required: (a) Call Centre performance Reports: 1. Call Takers Reports‐queue activity, queue performance, call code activity, completed call details, log on activity and performance 2.Group Reports‐Abandoned calls, Call Takers Activity, Call Takers performance, Call Takers log‐on activity, call breakdown, call code activity, call handling, call wait, calls answered, short calls. 3. Queue Reports‐abandoned calls, Call Takers activity, Call Takers log‐on activity, Call Takers performance, call breakdown, call code activity, call handling, and call waiting, answered calls, short calls, trunk utilization.

ix. Features of DIAL 100 APPLICATION SOFTWARE

Sl. No Description Compliance

1 The Bidder shall provide Application software for Automated Call Distribution, Call Takers, Dispatch Officers, Case closing officers which is customized to handle Police emergency.

2 The software shall be in English. 3 It shall provide Command Entry and Menu selection 4 It shall provide multiple screen functionality 5 The Application Software should support hooking into the data base (Add,

Edit, Delete Features etc)

6 It should support transfer of voice and Data between stations 7 It should provide application to dial out the other locations like fire,

ambulance, railway Police etc

8 It should provide On Screen Telephone features 9 It should provide compatibility with Voice Logging and retrieving system

with archiving on any storage media

10 It shall also provide different report generation which shall be decided mutually during the system study and Design Reports/Data captured from




database to be made available by the end user. 11 The Application software should include multi level security options. 12 User access should be allowed via the entry of valid username and

password.

13 Functionality available to the user will depend on the username (different levels of access based on the role)

14 The Call Taker should be able to record the complaint / requests based on multiple issues. The application should prioritize the complaint / requests based on the nature of request received.

15 The request/complaint should have template, which will reduce data entry operations for the call Taker.

16 The entry of data into certain pre‐defined fields will be permissible for some users only.

17 Provision should be made to give certain users access to the entire data or to the pre‐define area

18 The application should track the interaction history of the caller & also duplicate calls on the same issue to avoid unwanted/duplicate dispatches.

19 The Bidder should provide application, integrated with CTI/ACD & Dial 100 database

20 The application should be fully workflow integrated for the escalations, notifications, alerts and response to the same.

21 The application should provided with GUI and easily configurable. 22 The application should also capture the updates from all stages of the case

on a real time basis & the same to be populated in the case history which should be available to the Call Taker to provide correct information to the follow up callers/ repeated callers.

23 At any point of time it should be possible to monitor a request / Complaint of its status, duration of time in the current status, reassign & escalation of the case to the next higher level.

24 Software should be able to capture & populate the caller location once the supporting technology is available.

25 The Call Taker should be able to capture notes with respect to any Complaint that he / she handles. Moreover there should be fields to enter notes by PDO, PS, PCR, Case Closure Desk, Escalation Officer etc… separately

26 Following are some sample MIS Reports required:‐ 1. Call Centre formats. 2. Crime wise Query Reports. 3. Area wise Call Reports. 4. Daily Report format. 5. Particular period / monthly / yearly report format. However, the design of the format shall be finalized during customization by the A.P Police Dept.

27 The application should have the details & contact numbers of all the PS, PCR, Railway Police etc to be incorporated based on the Police jurisdiction to enable quick & accurate. Case dispatch.

28 The application should be dynamic in nature to make any amendment on




a regular basis based on the evolving process requirement. 29 A supervisory application to monitor the queue statistics of call takers,

dispatch officers & case closure officers on a real time basis & ability to generate all the reports required to manage & verify the queue efficiency.

30 The application should have the option to escalate the cases at all levels & reassign the case from one jurisdiction to another.

31 A web based application need to be developed, that can be used by Police

station, PCR & other Police officers concerned.

32 This web application should be accessible through AP Police intranet using relevant login credentials.

33 The Web application should be fully integrated with the dial 100 database & call centre application enabling the online transfer of case details from call centre to the Police Stations, PCRs & vice versa.

34 The Web application should have relevant fields open for editing / entering data based on the login credentials. Eg: PS Login, PCR Login, CCD Login, Escalation Login etc..

35 The Web application should have features based on login credentials. Eg: PCR should be able to assign the case back to PS, reassign the case to another PS etc..

36 The Web application should have multiple customizable front end filters for the user.

37 The Web application should also show the case aging status of each case at every level with relevant color coding.

38 The Web application should also have a customizable dashboard for every user.

39 The Web application should have the features to have alerts, alarms & view all historical data.

40 There should be escalation options for every case at all levels. 41 The Application should have feature of SMS alerts and the application

should auto generate the SMS which is to be sent to respective PCR, Police Station on transfer of the case to them in the application. SMS to be sent to the caller (incase call received from mobile) capturing the case ID, PS name and PS phone number to which the case is assigned.

42 The Case ageing option need to available for all the cases and based on this, automatic escalation of these cases to Circle Office/Sub Division Office/ SP Office/Range Office and Chief Office needs to be incorporated




Glossary RFP Request for ProposalCDMA Code division moultiple accessGSM Global system for MobilesGIS Geographical Information SystemGPS Global Positioning SystemGPRS General Packet Radio ServiceVDU Vedeo Display UnitSPV Special Purpose VehicleMoU Memorandum of UnderstandingPCS & S Police Computer Service & StanderdizationPDO Police Dispatch OfficerACD Automatic Call Distribution EPABX/PBX Electronic Private Branch ExchangeIVRs Intaractive Voice Response SystemQMS Quality Management SystemPRI Primary Rate InterphaseCTI Coputer Telephony InterphasePS Police Station PCR Police Control RoonSOP Standerd Operating ProcedureMPLS Multy Protocall Line Switching MLL Managed Leazed LinesAV Anti Virus AC Alternative CurrentAC Air ConditionerUPS Un Intrrupted Power SupplyLAN Local Aerea NetworkCAT6 Cable Category 6 CableLoI Letter of IntentPA System Public Address SystemLCD Liquid Crystal DisplayCCTV Closed Circuit TelivisionNVR Network Vedeo RecorderGoAP Governament of Andhra PradeshBOM Bill Of MaterialAMC Annual Maintenance ContractIT Income Tax QoS Quality of ServiceIP Internet ProtocallCLI Caller Line IdentificationCCD Call Closure DeskISDN Intigrated Switch Digital NetworkPCM Puls Code ModulationTDM Time Division MultiplexingLED Light Emitting DiodeCAD Computer Aid DisignGUI Graphiccal User InterphaseCUG Comon User GroupSHO Station House Officer




AVLS Automatic Vehicle Location SystemDMR Digital Mobile RadioIMEI No International Mobile equipment Identification No.SMS Short Message ServiceAVTMS Automatic Vehicle Tracking Management SystemVMU Vehicle Mounted UnitSIM Subscriber Identification ModuleVIP Very Important PersonCD Compat Disk OEM ORIGINAL Equipment ManufactarerJV Joint Venture EMD Earnest Money Depost

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Request for Proposals (RFP) - Andhra Pradesh … 100-modified RFP 07-02...Request for Proposals...

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