SELECTION OF A SYSTEM INTEGRATOR FOR IMPLEMENTATION …

ONLINE RESERVATION

SYSTEM

MOBILE APPS FOR

PASSENGERS

EMV COMPLIANT

FAST CHARGING

E-TICKETINGMACHINES

OVER THE COUNTER INSTANT SMART

CARDS FOR PASSENGERS

qSPARC/RuPay

NCMC CARDS

COMMAND CONTROL

CENTRE(CCC)

SELECTION OF A SYSTEM INTEGRATOR FOR IMPLEMENTATION OF

“IoT BASED INTEGRATED BUS TICKETING SYSTEM”

2021

Uttar Pradesh State Road Transport Corporation Parivahan Bhavan, Tehri Kothi

6 M.G Marg, Lucknow 226001

RFP DOCUMENT

website: www.upsrtc.com

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Tender/UPSRTC/IT/ETIM/IoT/2021

REQUEST FOR PROPOSAL (RFP) For

Selection of a System Integrator for Implementation of

“IoT Based Integrated Bus Ticketing System at UPSRTC”

Key events

1 Date of issuance 26.02.2021

2 Last date for receiving pre-bid queries 13.03.2021 up to 12:00 hrs

3 Pre-bid conference details 15.03.2021 From 11:00 AM at UPSRTC HQ , Parivahan Bhawan, 6 MG Marg Lucknow 226001

4 Date for response to pre-bid queries To be notified on https://etender.up.nic.in & www.upsrtc.com

5 Last date for preparation of bids To be notified later through above websites

6 Last date of submission of bids As above

7 Opening of Pre-qualification bids and

technical bids

As above

8 Opening of commercial bids Will be communicated later

Uttar Pradesh State Road Transport Corporation (UPSRTC) Parivahan Bhavan, Tehri Kothi,

6 M.G. Marg, Lucnow-226001

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Uttar Pradesh State Road Transport Corporation (UPSRTC)

Tender/UPSRTC/IT/ETIM/IoT/2021 Page 3

Table of Contents

Contents

Table of Contents .......................................................................................................................................... 3

Disclaimer ....................................................................................................................................................... 13

Glossary of Terms...................................................................................................................................... 16

1 Project Background ........................................................................................................................ 19

1.1 Uttar Pradesh State Road Transport Corporation. .............................................................. 19

1.2 Table 1: Performance of UPSRTC ............................................................................................... 19

1.3 Organization chart:.......................................................................................................................... 20

1.8 Project Description .......................................................................................................................... 31

2 Existing System details ................................................................................................................... 32

2.1 Online Reservation System (ORS) ............................................................................................. 32

2.2 Existing System Architecture ....................................................................................................... 34

2.3 System deployment details .......................................................................................................... 37

3 Scope of Work ................................................................................................................................... 38

3.1 Overview of scope of work ........................................................................................................... 38

3.2 Detailed scope of work for bidder ............................................................................................. 40

3.2.1 Requirement Gathering ................................................................................................................ 40

3.2.2 Solution Design and Signoff ........................................................................................................ 40

3.2.3 SRS Preparation and Signoff ....................................................................................................... 41

3.2.4 Development and Customization of Software ..................................................................... 41

3.2.5 Software Testing ............................................................................................................................. 41

3.2.6 Supply and Installation of Hardware ...................................................................................... 41

3.2.7 Establishment of connectivity .................................................................................................... 41

3.2.8 User Acceptance Test of complete system ............................................................................ 41

3.2.10 System deployment ........................................................................................................................ 42

3.2.10.2 Remaining Locations...................................................................................................................... 42

3.2.10.3 Full scale operations for project ................................................................................................ 42

3.2.11 Training during Implementation Stage .................................................................................. 42

3.2.12 Consolidation of data received / generated at UPSRTC depot ...................................... 44

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3.2.13 Assessment of IT Hardware ........................................................................................................ 44

3.2.14 Assessment, Supply and Installation of IT Infrastructure for the Project ................. 45

3.2.15 Networking for new system: ....................................................................................................... 46

3.2.16 Network Connectivity .................................................................................................................... 46

3.2.17 LAN Connectivity ............................................................................................................................. 46

3.2.18 Other Infrastructure: ..................................................................................................................... 47

3.2.19 Overall Scope for IT Infrastructure .......................................................................................... 47

3.2.20 Warranty ............................................................................................................................................ 47

3.2.21 Documentation ................................................................................................................................. 48

3.2.22 Ownership and Licenses ............................................................................................................... 49

3.2.23 Procure and supply ETIM ............................................................................................................ 50

3.2.24 Setting up and managing Office and utilities ........................................................................ 50

3.2.25 Security Requirement .................................................................................................................... 51

3.2.26 Operation and Maintenance of Application Software ....................................................... 51

3.2.27 Compliance to SLA .......................................................................................................................... 52

3.2.28 Problem identification and Resolution ................................................................................... 52

3.2.29 Software Change & Version Control......................................................................................... 53

3.2.30 Maintain configuration information ........................................................................................ 53

3.2.31 Maintain System documentation .............................................................................................. 53

3.2.32 Operations & Maintenance of IT Infrastructure .................................................................. 53

3.2.33 Facility Management Services .................................................................................................... 55

3.2.34 Command Control Center Services ........................................................................................... 55

3.2.35 Manpower .......................................................................................................................................... 56

3.2.36 Obtain relevant Certifications and adherence to respective Industry Standards .. 58

3.2.37 Conduct training for stakeholders ............................................................................................ 59

3.2.38 Additional Overreaching Requirements of the Solution .................................................. 60

3.2.38.2 Scalability ........................................................................................................................................... 60

3.2.38.3 Security ............................................................................................................................................... 60

3.2.38.4 User Administration ....................................................................................................................... 61

3.2.39 Some Special requirements with respect to BIDDER’s responsibilities ..................... 61

3.2.40 Security of information ................................................................................................................. 61

3.2.41 Technical Support ........................................................................................................................... 62

3.2.42 System Maintenance, Management and Administration ................................................. 63

3.2.43 Security Administration ............................................................................................................... 65

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3.2.44 Network monitoring ...................................................................................................................... 66

3.2.45 Backup Management ...................................................................................................................... 66

3.2.46 Asset Management Portal Service ............................................................................................ 67

3.2.47 Testing of Hardware and Software .......................................................................................... 68

3.2.48 Training for UPSRTC ...................................................................................................................... 68

3.2.49 List of ETIM depots proposed for project implementation ............................................ 69

3.2.50 List of proposed ORS locations .................................................................................................. 72

3.2.51 Pilot locations for ETIM deployment ....................................................................................... 75

3.2.52 Antivirus ............................................................................................................................................. 75

3.2.53 SIM Cards ............................................................................................................................................ 75

3.2.54 Infrastructure Audit ....................................................................................................................... 76

3.2.55 Operations, Support and Maintenance Period ..................................................................... 76

4 Proposed Solution ......................................................................................................................... 77

4.1 Users ................................................................................................................................................................. 77

4.2 Locations where proposed solution to be deployed ...................................................................... 77

4.3 Application Architecture .......................................................................................................................... 78

4.4 Data Architecture ........................................................................................................................................ 79

4.5 Network Landscape .................................................................................................................................... 79

4.7 ETIM and Web based IT System ............................................................................................................ 82

4.8 Online Reservation System ...................................................................................................................... 83

4.9 Public Online Reservation System (PORS) ........................................................................................ 85

4.10 Mobile Application ...................................................................................................................................... 86

4.11 Smart Cards.................................................................................................................................................... 87

4.12 Command Control Center at Head Office ........................................................................................... 88

4.12.1 Key Objective of Command Center ........................................................................................... 89

4.13 Inventory Management System (ETIM & ORS) ................................................................................ 89

4.14 Complaints and Issue Tracking Portal................................................................................................. 89

4.15 ETIM Management Information System ............................................................................................. 90

4.16 Data Digitization and Migration ............................................................................................................. 90

4.17 Application Hosting on Cloud ................................................................................................................. 91

4.18 Requirements for Application architecture of proposed central system .............................. 92

4.19 Marketing and Promotion ........................................................................................................................ 94

4.19.1 SMS Booking Service ...................................................................................................................... 94

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4.19.2 Marketing through SEO................................................................................................................. 95

5 Project Deliverables ....................................................................................................................... 96

6 Project Timelines.......................................................................................................................... 100

6.1 Phased Approach ...................................................................................................................................... 100

6.2 Project timelines ....................................................................................................................................... 100

7 Indicative Bill of Material .......................................................................................................... 103

7.1 Central System, Lucknow ...................................................................................................................... 103

7.2 Head Office .................................................................................................................................................. 103

7.3 UPSRTC, Controlling Committee ......................................................................................................... 103

7.4 UPSRTC, ETIM Depots............................................................................................................................. 104

7.5 UPSRTC, Counter Booking Points (ORS Booking Points) .......................................................... 104

7.6 UPSRTC, Command Control Center (CCC), Lucknow .................................................................. 105

8 Specifications of proposed components of solution ....................................................... 106

8.1 Minimum Functional Requirements ................................................................................................. 106

8.1.1 Switching Server ........................................................................................................................... 107

8.1.2 Minimum specifications ETIM device and application .................................................. 108

8.1.3 Minimum Requirements for ORS ........................................................................................... 112

8.1.4 Minimum Requirements for client software ..................................................................... 116

8.2 General Requirements ............................................................................................................................ 119

8.3 Functional Requirements ...................................................................................................................... 122

8.3.1 Minimum specifications ETIM device .................................................................................. 122

8.3.2 Minimum requirement of Paper Tickets ............................................................................. 126

8.3.3 Minimum Requirements for ORS ........................................................................................... 127

8.3.4 Minimum Requirements for PORS ........................................................................................ 128

8.3.6 Other Operational Requirements of Command Control Centre ................................. 130

8.3.7 Minimum Requirements for Incident reporting system ............................................... 131

8.3.8 Minimum Requirements for SLA reporting system ........................................................ 132

8.3.9 Secure Access Module ................................................................................................................ 132

8.3.10 Minimum Requirement for Database management system ........................................ 132

8.3.11 Minimum Requirements for Transaction Management System ................................ 133

8.3.12 Common requirements for System Configuration .......................................................... 134

8.3.13 Common requirements for Equipment Management .................................................... 134

8.3.14 Reconciliation for System ......................................................................................................... 135

8.3.15 Security Management ................................................................................................................. 135

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8.3.16 Authentication ............................................................................................................................... 136

8.3.17 Mobile Application ....................................................................................................................... 136

8.3.18 API Booking/Third Party Online Travel Agent Booking ............................................... 138

8.3.19 Smart Cards .................................................................................................................................... 138

8.4 Reporting Requirement ......................................................................................................................... 139

8.5 Networking Requirements ...................................................................................................................... 141

8.6 Requirements for Operation and Maintenance ............................................................................. 142

8.7 Minimum Technical Specifications .................................................................................................... 144

8.7.1 Handheld Ticketing Machines ................................................................................................. 144

8.7.2 POS Machines ................................................................................................................................. 146

8.7.3 Server for Command Control Center .................................................................................... 147

8.7.4 Required Laptop Specification ................................................................................................ 148

8.7.5 Laser Jet Printer ............................................................................................................................ 150

8.7.6 10 KVA Online UPS ...................................................................................................................... 150

8.7.7 1 KVA UPS (Two Hour Backup) Specification ................................................................... 152

8.7.8 1.5 KVA UPS (Three Hour Backup) Specification ............................................................ 153

8.7.9 Switch 28 PORT ............................................................................................................................ 155

8.7.10 Switch 8 PORT (Depots/Stations where Operation will be minimum) .................. 158

8.7.11 Wi-fi Router .................................................................................................................................... 160

8.7.13 10 Bay Gang Charger ................................................................................................................... 161

8.7.14 Contactless Smart Card Specification ................................................................................... 161

8.7.15 Contactless Smart Card Printer Requirement ................................................................... 164

9 Roles and Responsibilities ........................................................................................................ 165

9.1 UPSRTC Steering Committee................................................................................................................ 165

9.2 UPSRTC Project Implementation Committee ................................................................................ 165

9.3 Operation Committee .............................................................................................................................. 165

9.4 Project Management Consultants ...................................................................................................... 165

9.5 Role of UPSRTC .......................................................................................................................................... 167

9.6 Role of Bidder ............................................................................................................................................ 168

9.7 Existing hardware details and specifications ................................................................................ 168

9.8 Existing Hardware Details .................................................................................................................... 168

9.8.1 DC & DR Bill of Material (BoM) ............................................................................................... 168

9.8.2 Central Office, Lucknow ............................................................................................................. 169

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9.8.3 Regional Offices ............................................................................................................................. 169

9.8.4 Depots ............................................................................................................................................... 169

9.8.5 Counter Booking/ORS Depot/Bus Stations ....................................................................... 170

9.8.6 Specification for Server deployed at Depot ........................................................................ 170

10.2 Details of transactions ............................................................................................................................ 171

10.3 Chargeable Transactions ....................................................................................................................... 171

10.4 Payment Terms & Calculations for Smart Cards .......................................................................... 174

10.5 Payment of Damage and Missing Parts of Hardware. ................................................................ 174

10.6 Payment Terms ......................................................................................................................................... 174

10.7 Adherence to SLA ..................................................................................................................................... 175

10.8 Adherence to Milestone plan ............................................................................................................... 175

10.9 Periodicity of payment ........................................................................................................................... 175

10.10 Third Party Audits and Reviews ............................................................................................. 175

10.11 Taxes and Statutory Payments ............................................................................................... 175

11 Service Level Agreement (SLA) .............................................................................................. 176

11.1 Objectives .................................................................................................................................................... 176

11.2 SLA categories ............................................................................................................................................ 176

11.3 SLA measurement and monitoring .................................................................................................... 183

11.3.1 SLA applicable during Implementation Phase .................................................................. 183

11.3.2 SLA application Post–implementation Phase ................................................................... 183

11.4 Severity definition chart ........................................................................................................................ 185

11.5 Uptime calculation for the month ...................................................................................................... 185

11.6 Cumulative Downtime ............................................................................................................................ 185

11.7 Non-Adherence to SLA ........................................................................................................................... 186

11.8 Breach of SLA ............................................................................................................................................. 186

11.9 Exclusions .................................................................................................................................................... 186

11.10 Monitoring and Auditing ........................................................................................................... 186

11.11 Reporting Mechanism ................................................................................................................ 187

11.12 Issue Management Procedures ............................................................................................... 187

11.13 General ............................................................................................................................................. 187

11.14 Issue Management Process ...................................................................................................... 187

11.15 SLA Change Control ..................................................................................................................... 188

11.15.1 General ............................................................................................................................................. 188

11.15.2 SLA Change Process .................................................................................................................... 188

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11.15.3 Version Control ............................................................................................................................. 188

11.16 Management Escalation Procedures .................................................................................... 188

12 Bid and bidding process requirements ................................................................................ 189

12.1 Instructions to Bidders ........................................................................................................................... 189

12.2 Procedure for Submission of Bids ...................................................................................................... 191

12.3 Cost to Bid.................................................................................................................................................... 191

12.4 Contents of the Tender Document ..................................................................................................... 191

12.5 Clarification on Tender Document ..................................................................................................... 192

12.6 Amendment of Tender Document ...................................................................................................... 192

12.7 Language of Bids ....................................................................................................................................... 192

12.8 Documents Comprising the Bids ........................................................................................................ 192

12.9 Bid Prices ..................................................................................................................................................... 193

12.10 Firm Prices ...................................................................................................................................... 193

12.11 Bidder Authorization .................................................................................................................. 194

12.12 Earnest Money Deposit (EMD)................................................................................................ 194

12.13 Security Deposit ............................................................................................................................ 195

12.14 Period of Validity of Bids ........................................................................................................... 195

12.15 Revelation of Prices ..................................................................................................................... 195

12.16 Terms and Conditions of Bidders .......................................................................................... 196

12.17 Local Conditions ........................................................................................................................... 196

12.18 Last Date for Receipt of Bids .................................................................................................... 196

12.19 Late Bids .......................................................................................................................................... 196

12.20 Modification and withdrawal of bids .................................................................................... 196

12.21 Address for Correspondence ................................................................................................... 197

12.22 Contacting UPSRTC ...................................................................................................................... 197

12.23 Consortium Related Conditions .............................................................................................. 197

12.24 Opening of Bids by UPSRTC ..................................................................................................... 197

12.25 Pre-qualification Criteria .......................................................................................................... 198

12.26 Qualification criteria ................................................................................................................... 199

12.27 Preliminary Examination .......................................................................................................... 204

12.28 Clarification .................................................................................................................................... 204

12.29 Evaluation of Technical Bids .................................................................................................... 204

12.30 Opening of Commercial Bids .................................................................................................... 207

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12.31 Evaluation of Commercial Bids ............................................................................................... 208

12.32 Post Technical Qualification ..................................................................................................... 208

12.35 Notification of Award ................................................................................................................. 208

12.36 Signing of Contract ....................................................................................................................... 209

12.37 Confidentiality of the Document ............................................................................................ 209

12.38 Tender Related Conditions ....................................................................................................... 209

12.39 Court of Jurisdiction .................................................................................................................... 209

12.40 Rejection Criteria ......................................................................................................................... 209

12.41 General Rejection Criteria ......................................................................................................... 209

12.42 Technical Rejection Criteria ..................................................................................................... 210

12.43 Commercial Rejection Criteria ................................................................................................ 210

13 Technical Bid Format ............................................................................................................................... 211

13.1 Annexure 1 - Clarifications on tender document ............................................................. 211

13.2 Annexure 2 - Covering Letter – Technical Bid .................................................................. 212

13.3 Annexure 3 – Details of Bidders .............................................................................................. 214

13.4 Annexure 4 - Solution, Approach, Methodology and Work plan ................................ 216

13.5 Annexure 5 - Declaration/Affidavit ...................................................................................... 218

13.6 Annexure 6 - Profile of Personnel .......................................................................................... 220

13.7 Annexure 7 - Manpower details ............................................................................................. 222

13.8 Annexure 8 - Details of Experience of Bidder in Various projects ............................ 224

13.9 Annexure 9 - Response to Eligibility and Evaluation Criteria ..................................... 226

13.10 Annexure 10 - Project Experience ......................................................................................... 237

13.11 Annexure 11 - Format for Manufacturer’s Authorization Form ................................ 242

13.12 Annexure 12 - List of Sub-Contractors and OEMs and their details ............................ 239

13.13 Annexure 13 - Details of Sub-Contractors and OEMs ..................................................... 240

14 Commercial Bid Formats ........................................................................................................................ 242

14.1 Annexure 1 - Covering Letter: Commercial Bid ............................................................................ 242

14.2 Annexure 2 - Commercial Proposal Format ................................................................................... 244

15 Other Annexures ......................................................................................................................................... 245

15.1 Annexure A - Proforma for Bank Guarantee for Contract Performance .............................. 245

15.2 Annexure B - Proforma for Security Deposit ................................................................................. 247

15.8 Annexure C - Bid Submission processes .......................................................................................... 262

16 General conditions and definitions ..................................................................................................... 266

16.1 Interpretation ............................................................................................................................................ 267

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16.2 Key Performance Measurements ....................................................................................................... 267

16.3 Commencement & Progress ................................................................................................................. 268

16.4 Consortium and Sub-Contracting ....................................................................................................... 268

16.5 Bidder’s Obligations ................................................................................................................................ 268

16.5.1 Scope of Work ................................................................................................................................ 268

16.5.2 Personnel: ....................................................................................................................................... 270

16.5.3 Confidentiality ............................................................................................................................... 271

16.5.4 Trademarks, Publicity ................................................................................................................ 271

16.5.5 Ethics ................................................................................................................................................. 271

16.5.6 Corrupt or Fraudulent Practices ............................................................................................ 272

16.6 Purchaser’s Obligations ......................................................................................................................... 272

16.7 Events of Default by the Bidder .......................................................................................................... 273

16.8 Consequences of Default ........................................................................................................................ 274

16.9 Terminate the Contract in Full or Part ............................................................................................. 274

16.10 Breach and Rectification............................................................................................................ 274

16.11 Protection and Liabilities .......................................................................................................... 276

16.11.1 Warranty ......................................................................................................................................... 276

16.11.2 Third Party Claims ....................................................................................................................... 276

16.11.3 Limitation of Liability ................................................................................................................. 277

16.11.4 Intellectual Property ................................................................................................................... 278

16.12 Change Control .............................................................................................................................. 280

16.12.1 Introducing a Change .................................................................................................................. 280

16.12.2 Changes originating from the purchaser ............................................................................ 280

16.12.3 Changes originating from supplier ........................................................................................ 281

16.13 Termination .................................................................................................................................... 282

16.13.1 Conditions for Termination ...................................................................................................... 282

16.13.2 Dispute Resolution ...................................................................................................................... 283

16.14 Audit, access and reporting ...................................................................................................... 285

16.14.1 Purpose ............................................................................................................................................ 285

16.14.2 Notice and Timing ........................................................................................................................ 285

16.14.3 Access................................................................................................................................................ 285

16.14.4 Inspection Rights .......................................................................................................................... 286

16.15 Exit Management Schedule ...................................................................................................... 286

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16.15.1 Purpose ............................................................................................................................................ 286

16.15.2 Cooperation and Provision of Information ........................................................................ 287

16.15.3 Exit Management Plan ................................................................................................................ 287

16.16 Other Conditions .......................................................................................................................... 288

16.16.1 General ............................................................................................................................................. 289

16.16.2 Survival: ........................................................................................................................................... 289

16.16.3 Entire Contract: ............................................................................................................................. 289

16.16.4 Governing Law .............................................................................................................................. 289

16.16.5 Jurisdiction of Courts .................................................................................................................. 289

16.16.6 Force Majeure: ............................................................................................................................... 289

16.17 Period of Contract ........................................................................................................................ 290

16.18 Conditions precedent ................................................................................................................. 290

16.18.1 Non-Fulfilment of Conditions Precedent ............................................................................ 291

16.19 Governance Schedule .................................................................................................................. 291

16.20 Amendment to Agreement ....................................................................................................... 292

16.21 Change Request Order Template ........................................................................................... 293

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Disclaimer 1. Uttar Pradesh State Road Transport Corporation, Lucknow (hereinafter referred to as

“UPSRTC”) has issued this RFP (hereinafter referred to as “RFP”) for Selection of a

System Integrator for Implementing of new Electronic Ticket Issuance and Online

Reservation System at UPSRTC, as such terms and conditions as set out in this RFP

document, including but not limited to the technical specifications set out in different

parts of this RFP document.

2. This RFP has been prepared with an intention to invite prospective

Applicants/Bidders and to assist them in making their decision of whether or not to

submit a proposal. It is hereby clarified that this RFP is not an agreement and the

purpose of this RFP is to provide the bidder(s) with information to assist them in the

formulation of their proposals. This RFP document does not purport to contain all the

information bidders may require. This RFP document may not be appropriate for all

persons, and it is not possible for UPSRTC to consider the investment objectives,

financial situation and particular needs of each bidder.

3. UPSRTC has taken due care in preparation of information contained herein. However

this information is not intended to be exhaustive. Interested parties are required to

make their own inquiries and respondents shall be required to confirm in writing that

they have done so and they do not solely rely on the information contained in this RFP

in submitting their Proposal. This RFP includes statements, which reflect various

assumptions and assessments arrived at by UPSRTC in relation to the Project. Such

assumptions, assessments and statements do not purport to contain all the

information that each Bidder may require.

4. This RFP is not an agreement by and between UPSRTC and the prospective bidders or

any other person. The information contained in this RFP is provided on the basis that

it is non–binding on UPSRTC, any of its authorities or agencies, or any of their

respective officers, employees, agents, or advisors. UPSRTC makes no representation

or warranty and shall incur no liability under any law as to the accuracy, reliability or

completeness of the information contained in the RFP document. Each Bidder is

advised to consider the RFP document as per his understanding and capacity. The

bidders are also advised to do appropriate examination, enquiry and scrutiny of all

aspects mentioned in the RFP document before bidding. Bidders are encouraged to

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take professional help of experts on financial, legal, technical, taxation, and any other

matters / sectors appearing in the document or specified work. Bidders are also

requested to go through the RFP document in detail and bring to notice of UPSRTC any

kind of error, misprint, inaccuracies, or omission in the document. UPSRTC reserves

the right not to proceed with the project, to alter the timetable reflected in this

document, or to change the process or procedure to be applied. UPSRTC also reserves

the right to decline to discuss the Project further with any party submitting a proposal.

5. No reimbursement of cost of any type shall be paid to persons, entities, or consortiums

submitting a Proposal. The Bidder shall bear all costs arising from, associated with or

relating to the preparation and submission of its Bid including but not limited to

preparation, copying, postage, delivery fees, expenses associated with any

demonstrations or presentations which may be required by UPSRTC or any other costs

incurred in connection with or relating to its Bid.

6. This issue of this RFP does not imply that UPSRTC is bound to select and pre-qualify

Bids for Bid Stage or to appoint the Selected Bidder or Concessionaire, as the case may

be, for the project and UPSRTC reserves the right to reject all or any of the Bids without

assigning any reasons whatsoever.

7. UPSRTC may, in its absolute discretion but without being under any obligation to do

so, update, amend or supplement the information, assessment or assumptions

contained in this RFP.

8. UPSRTC, its employees and advisors make no representation or warranty and shall

have no liability (for any cost, damage, loss or expense which may arise from or is

incurred or suffered on account of anything contained in this RFP or otherwise,

including but not limited to the accuracy, adequacy, correctness, completeness or

reliability of the RFP and any assessment, assumption, statement or information

contained therein or deemed to be part of this RFP or arising in any way with eligibility

of Bidder for participation in the Bidding Process) towards any Applicant or Bidder or

a third person, under any law, statute, rule, regulation or tort law, principles of

restitution or unjust enrichment or otherwise.

9. UPSRTC also accepts no liability of any nature whether resulting from negligence or

otherwise howsoever caused arising from reliance of any Bidder upon the statement

contained in this RFP.

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10. Interested parties, after careful review of all the clauses of this ‘RFP’, are encouraged

to send their suggestions in writing to UPSRTC. Such suggestions, after review by

UPSRTC, may be incorporated into this ‘RFP’ as a corrigendum which shall be uploaded

onto the e-Tendering website: https://etender.up.nic.in/

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Glossary of Terms

# Term Meaning

1. UPSRTC Uttar Pradesh State Road Transport Corporation

2. GM (IT) General Manager (Information Technology)

3. SM (IT) Service Manager (Information Technology)

4. AM (IT) Assistant Manager (Information Technology)

5. TEC Tender Evaluation Committee

6. Confidential

Information

Any information disclosed to or by any Party to this Contract

and includes any information in relation to the Parties, a third

party or any information including any such information that

may come to the knowledge of the Parties hereto / BIDDER by

virtue of this Contract that too is by its nature confidential or

by the circumstances in which it is disclosed confidential; or is

designated by the disclosing Party as confidential or identified

in terms connoting its confidentiality; but does not include

information which is or becomes public knowledge

other than by a breach of this Contract;

7. Contract The RFP and all Annexes thereto, the Agreement entered into

between the selected BIDDER together with the Purchaser as

recorded in the Contract form signed by the Purchaser and the

BIDDER including all Annexes thereto and the agreed terms as

set out in the bid, all documents incorporated by reference

therein and amendments and modifications to the above from

time to time.

8. Contract Value The price payable to the BIDDER under this Contract for the

full and proper performance of its contractual obligations.

9. Department Uttar Pradesh State Road Transport Corporation

10. Effective Date The date on which this Contract comes into force. This

Contract shall come into force and effect on the date (the

“Effective Date”) of the Purchaser’s notice to the BIDDER

instructing to begin carrying out the activities.

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# Term Meaning

11. EMD Earnest Money Deposit

12. GoUP Government of Uttar Pradesh

13. Worker Active/Live Registered Worker

14. Noncompliance Failure/refusal to comply to the terms and conditions of the

proposal/Agreement

15. Parties The Purchaser, The BIDDER, and “Party” means either of the

Parties

16. PBG Performance Bank Guarantee

17. PQ Pre-Qualification

18. TQ Technical Qualification

19. Proposal Response or offer submitted by bidders for this e-Tender

20. PSU Public Sector Unit

21. Purchaser UPSRTC

22. Services Services to be provided as per the requirement mentioned in

the scope of work and instructions thereof issued from time to

time by UPSRTC

23. SLA Service Level Agreement

24. SOW Scope of Work

25. OEM Original Equipment Manufacturer

26. ETIM Electronic Ticket Issuing Machine System

27. ORS Online Reservation System

28. LOI Letter of Intent

29. TI Training Institute, Kanpur

30. CIRT Central Institute of Road Transport

31. PTO Public Transport Operators

32. AMC Annual Maintenance Contract

33. ATS Annual Technical Support

34. BOM Bill of Materials

35. CCC Command Control Centre

36. CCTV Closed-Circuit Television

37. EMV Europay, MasterCard and Visa

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# Term Meaning

38. FY Financial Year

39. GPRS General Packet Radio Service

40. GPS Global Positioning System

41. ICT Information & Communication Technology

42. MIS Management Information System

43. NCMC National Common Mobility Card

44. O&M Operations & Maintenance

45. PIS Passenger Information System

46. SAM Secure Access Module

47. SDK Software Development Kit

48. SI System Integrator

49. SLA Service Level Agreement

50. UAT User Acceptance Testing

51. UPS Uninterruptible Power Supply

52. VPN Virtual Private Network

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1 Project Background

1.1 Uttar Pradesh State Road Transport Corporation. ▪ Public transport should always be the hallmark of a good transportation system

of any State as the role of public transport is vital for economic growth. Uttar

Pradesh State Road Transport Corporation (UPSRTC) is a government

undertaking which provides public transport to towns/cities and villages within

Uttar Pradesh and adjoining states.

The Uttar Pradesh State Road Transport Corporation is established by State

Government of Uttar Pradesh as per the provision in Section 3 of RTC Act 1950.

Passenger road transport services in the state of U.P. started on 15th May, 1947

with the operation of bus service on the Lucknow - Barabanki route by the

erstwhile U.P. Government Roadways. Subsequently, during the fourth Five Year

Plan, the erstwhile UP Government Roadways was rechristened as Uttar Pradesh

State Road Transport Corporation (UPSRTC) on 1-6-72 under the provisions of

the Road Transport Act, 1950

1.2 Table 1: Performance of UPSRTC

Parameters 2020

Fleet Size (count) 12500+

Passenger Base (count) (in crores) Yearly 65 Cr. Approx.

Employee Base on payroll (count) 55,000+

Cities/Segment covered All over Uttar Pradesh.

And in

neighbouring state

Operating Revenue (Revenue from Passenger) 5000 Cr +

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1.3 Organization chart:

Fig: Organization chart of UPSRTC

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1.4 UPSRTC Operations

UPSRTC operates 570 Bus Stations and 3500 Pickup Sheds across the State for

facilitating boarding and alighting of the passengers. UPSRTC caters to its

more than 17 lakhs passengers daily using these Bus Stations and Pickup

Sheds.

Ordinary Buses: Janrath Buses: A fleet that ensures comfort at ordinary This AC bus service is well known for ease and

Fairs and shuttles between various cities. comforts inside

AC Sleeper Buses: High End Scania/Volvo : These buses are synonym of comfort as These are multi axle buses , providing luxurious

only 28 seats on lower tier and 15 berths and comfortable journey experience.

are there

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1.5 UPSRTC – Administrative Structure

For administrative convenience, UPSRTC operations have been divided into 20

major regions. These regions are further divided into divisions which consist of

depots. Details of the segregation of the regions in Uttar Pradesh followed by

distribution of depots across regions and divisions has been provided

subsequently.

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1.6 List of bus stations

CORPORATION OWNED PREMISES

HIRED PREMISES

AGRA REGION

Agra Fort Fatehabad Maanth Vrindavan

Idgah Bah Naujhil Farah

kagaraul Pinhat Shergarh Surir

Jagner Shamshabad Govardhan Tundla

Tanthpur Mathura Barsana Achhnera

Bhooteshwar Kosi Chata Saiya

Transport Nagar Fatehpur Sikri Raaya

Aetmadpur

Khairagarh

GHAZIABAD REGION

Ghaziabad Loni Khurja Modinagar

Muradnagar Ajmeri Gate (New Delhi)

Mohan Nagar (Checkpost)

Sikandrabad

Kaushambi Dadri Sahibabad Bulandshahar

Hapur

I.S.B.T., Anand Vihar, Delhi

I.S.B.T., Maharana Pratap Marg, Delhi

I.S.B.T., Saray Kalekhan, Delhi

MEERUT REGION

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Meerut Garhmukteshwar Khatauli Sohrabgate

Baraut

Kandhla Baraut

Budhana Shaamli

SAHARANPUR REGION

Chutmalpur Muzaffarnagar Saharanpur Jalalabad

Purkazi

NOIDA REGION

Noida Greater Noida

ALIGARH REGION

Aligarh Sasni Kasganj Gabhana

Akrabad Khandauli Soron Masudabad

Etah Naraura Haathras Iglas

Sadabad Atrauli Khair

Ganj Dundvara

Pilkhana

MORADABAD REGION

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Moradabad Hasanpur Chandpur Nazibabad

Rampur Gazraula Noorpur Chandausi

Bilari Sirsi Dhampur Shaadipur

Katghar Thakurdwara Nagina Bijnore

Nahtaur Amroha

Sambhal Chandak

Kaanth

BAREILLY REGION

Bareilly Sahsawan Babrala Bisalpur

Pilibhit Bareilly Satelite Dataganj Bisauli

Nawabganj Badaun

Aawnla Vazirganj

HARDOI REGION

Sitapur Mahmoodabad Sidhauli Hardoi

Shahjahanpur Lakhimpur Kannauj Mohammadi

Katra Allaganj Puwaya Kaanth

Tirwa Tilhar Jalalabad Gola

Saandi Bisvaan

ETAWAH REGION

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Etawah Bevar Gursahayganj Auraiya

Ajitmal Bhogaun Firojabad Muradganj

Shikohabad Chibramau Shamshabad Rajpur

Mainpuri Farukhabad Bidhuna Fatehgarh

Kurawali Jaswantnagar Kayamganj Karhal

Kisni Barnahal Saifai

Baralokpur Sirsaganj

Maheba Kusmara

KANPUR REGION

Chunniganj Bara Unnao Rawatpur

Ghatampur Araul Fatehpur Lalauli

Pukhraya Bindki Mauravaan Maati

Jahanabad Kanpur Central

Hariharganj

Khajuha

Bighapur

JHANSI REGION

---

Jhansi Orai

Karvi

Maudaha

LUCKNOW REGION

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Charbagh Raibareli Tiloi Dewan

Salon Bachrawan Shivgarh Safedabad

Haidergarh Lalganj Alambagh Barabanki

Mohanlalganj Ramnagar Kaiserbagh

Dewan Masauli Crossing

Fatehpur

FAIZABAD REGION

Faizabad Kaadipur Amethi Jagdishpur

Ayodhya Musaphirkhana Jamo Inhauna

Akbarpur Sultanpur Tanda

Gosaiganj

ALLAHABAD REGION

Zero Road Koraon Pratapgarh Madihan

Manjhanpur Saini Patti Vindhyachal

Sarai Aakil Civil Line Muratganj

Kalakankar Mirzapur Kunda

Phoolpur Manda Khaans

Manda Road

Mezaroad Leader Road

AZAMGARH REGION

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Aazamgarh Dohrighat Madhuban Mehnagar

Mau Atrauliya Ballia Ghosi

Shahganj Maryadpur Belthara Road Rasda

Rajesultanpur Boodhanpur

Mohammdabad Gohna

Mubarakpur Gohna

GORAKHPUR REGION

Gorakhpur Padrauna Baansi Mahrajganj

Devariya Basti Mehdaval Naugarh

Gauri Bazar Khalilabad Mukhlishpur Bardghat (Raptinagar)

Rudrapur Kasya Dumriyaganj Kaudiram

Sonauli Pharenda Badhalganj

VARANASI REGION

Varanasi Ahiraura Ujiyarghat Machlishahar

Aaurai Robartsganj Jamniya Badshahpur

Gyanpur Churk Jaunpur Sujanganj

Ghazipur Chakiya Kaashi Thekma

Gopiganj Renukoot

Sayyadraja Badlapur

ShaktiNagar Chiraiyyakot

Bhadohi Mugalsarai

Vindhyanagar

DEVIPATAN REGION

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Rupaidiha Ikona Utraula Gonda

Bahraich Gilaula Balrampur

CHITRAKOOT REGION

Hamirpur Rath Atarra Kulpahad

Mahoba Banda

1.7 UPSRTC's no. of regions / depots of UPSRTC. The Head office is

located at Lucknow.

S. No. Region No. of Depots

1 Agra 6

2 Ghaziabad 8

3 Meerut 5

4 Saharanpur 6

5 Aligarh 7

6 Moradabad 8

7 Bareilly 4

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8 Hardoi 6

9 Etawah 6

10 Kanpur 6

11 Jhansi 2

12 Lucknow 7

13 Faizabad 4

14 Devipatan 3

15 Chitrakoot 4

16 Allahabad 8

17 Azamgarh 7

18 Gorakhpur 8

19 Varanasi 8

20 Noida 2

Total : 115

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1.8 Project Description The system for Electronic Ticket Issuance with Online Reservation System and smart

card issuance was implemented by UPSRTC in the year 2013, and is currently

operational. Considering nearby completion of existing contract, UPSRTC plans to use

this opportunity to

• Enhance the existing system to eliminate the current underlying issues,

• Address existing needs/additional needs from project based on previous ETIM

implementation experience

• Leverage on technological advances that may have taken place in ETIM domain

• The responsibilities of the existing SI include the supply and maintenance of

hardware, network components, and ETIMs to all locations, and managing the

system supporting electronic ticketing, online reservation and smart card system

at the UPSRTC head office.

• For supporting operations, the existing SI also provides required technical

support across all these locations. UPSRTC has floated this fresh tender,

incorporating enhancements, underlying needs and leveraging on technological

advances that have taken place.

• The details related to requirements from the solutions have been detailed out in

further sections of this tender

2. Key vision and objectives envisaged are as follows

1. Digital India Initiative by Government of India

2. Smooth and Seamless Ticketing process

3. Move towards Cashless Ticketing

4. Increase coverage of Ticketing

5. Project Cost to be offset by revenue

6. Go green initiative (Paperless e-tickets for ORS and Mobile app Passengers)

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2 Existing System details The existing ticketing solution currently operational at UPSRTC consists of two main

systems. These are Electronic Ticket Issuing Machine (‘ETIM’) System with Online

Reservation System (‘ORS’) and smart card issuance. The key components within the

systems have been described below:

2.1Online Reservation System (ORS)

Online Reservation System (ORS)

Purpose Interface to enable reservation of bus seats across

various UPSRTC routes from anywhere and anytime.

Type of System Centralized, Web-based, Client-Server

Key Modules

o Booking Office ORS (Online Reservation System): This

module is used by the booking clerks at the depots/ bus

stations for the booking of tickets for various routes and

services

o Public ORS (PORS): This is a web- based reservation

portal for the passengers to access information and

book tickets. The bookings through this module close

one hour prior to the beginning of the journey.

o Multiple ORS (MPORS): This is used by Authorized

booking agents (API’s) to book tickets for passengers. It

is the ORS module with a separate login for such agents.

Key Users o Booking Office Clerks

o UPSRTC Staff – ARM Depot, ARM(F) , Depot accountant

Passengers

o Authorized Booking Agents (API’s)

Technology o Client side: JAVA

o Server side: PHP

o Operating System: Linux

o Database: MySQL

Locations Data Centre at Airoli, Uttar Pradesh and DR at Bangalore

Operational since o 2013

Electronic Ticket Issuing Machine (ETIM) System

Purpose Interface to configure ETIM and collect data from ETIM

device to depot system and interface with the central

system.

Type of System Centralized, Desktop Based, client-server

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Online Reservation System (ORS)

Key Modules

ETIM Backend Software

Key users ARM Depot, Arm(F), Accountants, Cashier, Traffic Inspector, Clerks


o Server side: PHP

o Operating System: Linux

o Database: MySQL

Location(s) All UPSRTC bus depots / Data Centre at Airoli Maharashtra

and DR at Bangalore

Operational since 2013

Electronic Ticket Issuing Machine (ETIM)

Purpose Issuance of tickets by conductors to passengers

Type of System Handheld device

Key Modules Ticket Issuance, access

Key users Conductors and Line Checking Staff (Smart Card are

issued to the Line checking staff)

Technology Proprietary OS

Location(s) All UPSRTC bus depots

Operational since Implementation started from 2013.Go- Live achieved in Nov,2015

Smart Card System

Purpose Interface to enable issuance of smart card through

UPSRTC bus depots.

The smart cards are issued as passes (short term or

long term) to the passengers from the depots and are

only read and captured by the ETIM machines

Type of System Handheld Device (ETIM Machine)

Modules Smart Card Issuance

Key users Booking office clerks

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o Server side: PHP

o Operating System: Linux o Database: MySQL

Smart Card System

Location(s) deployed Data Centre at Airoli Maharashtra and DR at Bangalore

Operational since 2013

2.2 Existing System Architecture

Fig: DC DR Architecture

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Fig: DC DR Architecture

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Fig: Deployment Architecture

Fig: Network & Communication Architecture

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2.3 System deployment details

# Locations Total 1 Central Office 1

2 Regional Offices 20

3 Depot Offices (ETIM ) 115

4 ORS Counters 250

5 Tier III DC 1

6 Tier III DR Center 1

The Systems are deployed at Central Office, Regional Offices, ETIM Depots and ORS

Counters, and Tier III DC/DR Center.

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3 Scope of Work 3.1 Overview of scope of work

The following outlines the broad areas of scope of work for bidder and the later sections

highlight the detailed scope of work in each of the following areas:

The bidder shall carry out requirement gathering study to understand and estimate the

exact requirement of the project. This will include requirement gathering for Cloud based

DC/DR, Networking Requirements, Head Office requirements, Bus Depot requirements,

Bus Station Requirements, Command Control Center Requirements and Central training

Institute requirements. This will also include studying existing infrastructure and their re-

usability.

The Bidder shall carry out Software design/development/procurement/

customization/deployment/training & documentation of a comprehensive solution to

meet UPSRTC’s services / functions related to existing ETIM, ORS and smart card. These

have to provide for necessary amendments/ upgrades / modifications that may be

required in future

The Bidder shall Consolidate the data received / generated at UPSRTC depot and ETIMs

in bus to central integrated system in the required format as per applicable timelines

The Bidder shall do complete Assessment, Installation of IT Hardware and Management,

cloud at Data Centre (DC), Disaster Recovery Center (DRC) hosted in third party tier III

facility in India and defined UPSRTC depots /bus stations and offices including central,

Controlling committee /divisional offices/Command Control Centre.

Assessment, Procurement and Installation of all related IT Infrastructure required for

UPSRTC depot operations related to the system and required consumables like , printer

cartridges, print heads.

The Bidder shall procure and supply ETIM as per required specifications, their asset

management, repair and maintenance and managing inventory related to ETIM

Establishment and maintenance of Command Control Center to provide support relating

to ETIM and ORS services to UPSRTC stakeholders which have to interface with the

system

Migration of all data (both physical stored documents and electronic) from existing System

to the new system to be implemented. This includes data which is currently being

maintained at depot level

Design, Operations and Maintenance of UPSRTC’s New ETIM and ORS related application

software

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Supply, Operations & Maintenance of system IT Infrastructure at central system and

various UPSRTC locations

Provision, deployment and supervision of personnel required for support at various

UPSRTC locations

Setup a comprehensive MIS reporting system providing reports, dashboards etc., as per

the format approved by UPSRTC

Setting up and managing a comprehensive inventory management system to track

inventory related to ETIMs, desktops, printers, etc.

Obtain relevant certifications for application security and functionality

Adherence to Industry Standards as specified

Design, develop, deploy, operationalize and maintain SLA monitoring tool which has the

functionalities required for monitoring the specified SLA

The bidder shall provide necessary training material and training faculty related to the

new system.

Manage entire project from conceptualization to operationalization and maintenance as

well as subsequent transfer of infrastructure/ applications and handholding for a period

of six months prior to the end of this contract

Manage overall reconciliation between central system, bus stations, depots, etc. This

includes plugging of gaps and / or to improve data quality at no extra cost.

Design, develop, deploy and maintain a user-friendly ORS web portal and mobile

application with integration to payment and SMS gateway providing various online

services.

Providing interface for SMS gateway and SMS alerts for ORS and PORS users.

Adoption of NCMC cards as per Government of India guidelines to maintain a

technological pace.

Supply of Gang Chargers and ETIM bags in the mid of project as outlined in the RFP.

Sharing convenience fee earned on tickets booked by passengers.

Any additional overarching requirements of the solution for strengthening the services

relating to UPSRTC’s ETIM, ORS and Smart Card.

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3.2 Detailed scope of work for bidder 3.2.1 Requirement Gathering

The bidder shall carry out requirement gathering study to understand and estimate

the exact requirement of the project. This will include requirement gathering Cloud

based DC/DR, Networking Requirements, Head Office requirements, Bus Depot

requirements, Bus Station Requirements, Command Control Center Requirements

and Central training Institute requirements. This will also include studying existing

infrastructure and their re-usability.

3.2.2 Solution Design and Signoff ▪ After the requirement gathering study including Business rules etc., the bidder

shall prepare a solution design of the complete system and take sign off from

UPSRTC on the same.

▪ The processes detailed out in the RFP are included in the scope of work of the

bidder. A brief detailing of the indicative processes has been explained therein.

However, the process may undergo changes during the ‘System Requirement

Study’. The following is the minimum list of Software Solution Areas that the

solution must include:

• Route Management • Crew Duty Management

• Waybill Management

• Trip Management

• Ticket Collection • Cash Collection

• Strings Management • Night-out Management

• Reconciliation • Billing

• Audit • Smart Card Management

• Grievance Management • MIS Reporting

• Identity and access management • MIS Reporting

• Data extraction, synchronization and reconciliation • SMS solution

• Mailing solution • Document Management System

• Anti-virus and Anti-spam Solution • CCC

• Payment gateway • SLA monitoring tool

• MIS Dashboard reports

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3.2.3 SRS Preparation and Signoff Based on the approved solution design, the bidder shall prepare the System Requirements Specification for the complete system and take signoff from UPSRTC before starting the implementation.

3.2.4 Development and Customization of Software

Based on the approved Solution Design and SRS document, the bidder shall develop

and customize the software systems. The bidder shall adopt SDLC during software

development. The bidder will have to supply and install software for DC-DR (Cloud).

All software installation, update and upgrade will be the responsibility of bidder.

3.2.5 Software Testing

• The BIDDER shall design the Testing strategy including traceability matrix, Test

cases and conduct testing of various components of the software

developed/customized for the Project. The software testing shall include Unit

Testing, System Testing, Performance Testing, Integration Testing etc.

• The BIDDER shall submit to UPSRTC the testing approach and plan and make

necessary amendments, if requested by UPSRTC. The BIDDER shall perform the

testing of the solution based on the above test plan, document the results and

shall fix the bugs found during the testing. Though UPSRTC is required to review

the test plan, it is the ultimate responsibility of BIDDER to ensure that the end

product delivered by the BIDDER meets all the requirements (including functional

and technical requirements) of the Project Processes specified in the RFP.

• BIDDER shall provide all the necessary support to the agency in conducting the

Acceptance Testing services.

3.2.6 Supply and Installation of Hardware

The Bidder shall supply and install the hardware for the project. This will include

setting up hardware infrastructure required for Networking, Central Office, Division

offices, Depot, Bus Stations, Cloud, and CCC.

3.2.7 Establishment of connectivity

The Bidder shall ensure establishment of network connectivity at locations viz.

Central Office, Controlling Committee offices, Regional offices, Depot, Bus Stations,

Cloud (DC & DR), CCC and Central Training Institute.

3.2.8 User Acceptance Test of complete system

User Acceptance Test (UAT) shall be carried out by UPSRTC/SI. The bidder shall first

train the UPSRTC’s testing team and then facilitate the UAT. SI would provide test

scripts/Test Cases for conducting the UAT. The UAT will be carried out at the pilot

depots first. On acceptance of system at the pilot depot, the SI shall rollout the same

system to all other depots in a phased manner.

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3.2.9 Acceptance Testing Acceptance Testing will include, but not be limited to:

• Functional testing

• Load / Stress testing

• Security testing including Vulnerability and Penetration testing, etc.

BIDDER would be required to provide testing tools for carrying out the above testing.

However, the third-party agency may also use its own tools if it is found necessary to

undertake successful acceptance testing.

3.2.10 System deployment 3.2.10.1 Pilot phase ETIM system - Bidder shall deploy ETIM system at pilot locations during which parallel

and pilot runs will be conducted. Once pilot phase is successfully implemented and results

found to be satisfactory and the same are certified by UPSRTC then next phase of roll out

will be started in phased manner as per timelines.

ORS System – Bidder shall deploy ORS system centrally and user testing of the same shall

be carried out satisfactorily then system shall release centrally for use of stakeholders.

3.2.10.2 Remaining Locations Bidder shall start implementation of roll out at remaining phases as per timelines. While

doing so, Bidder shall adopt transition method for switching the system from old new. As

regards ORS system, system shall be deployed at central location.

3.2.10.3 Full scale operations for project

The full scale operations shall start from the date of all locations are made live and

operational for use of UPSRTC and other users as per timelines.

3.2.11 Training during Implementation Stage Trainings need to be conducted based on a requisite mix of theory & practical /

operational sessions. The Manual & Brochure should be in Hindi & English. The

trainings should be conducted in Hindi. Trainings may be conducted in shifts over a

period of time, as it will not be possible to have all conductors/booking clerks at a depot

attending the trainings at the same time. Some of the practical / operational training

session for the booking clerks needs to be conducted at booking windows while they

are at booking windows and for the conductors need to be conducted in the buses while

they are plying. The trainings need to be conducted at the depots, as it is not possible

to conduct centralized trainings of employees in an organization like UPSRTC which is

spread across the State at multiple locations. The training schedule for each stakeholder

shall be required to be finalized in consultation with the competent authority of

UPSRTC.

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The bidder shall provide application training and handholding to new users or refresher

training to old users. Onsite ETIM & ORS support team shall ensure ongoing training

support for the complete duration during implementation phase. The onsite trainer

would be required to visit various locations as decided by UPSRTC from time to time to

deliver trainings for the entire tenure of the contract.

The Bidder shall be responsible for regular/ retraining the staff concerned whenever

changes are made in the software and it is the responsibility of the bidder to ensure

that the operators are familiar with new versions of Software and its allied services.

#

Training Area

Core Modules

Target Group

1. Sensitization

Training

Sensitization towards the

initiative underway, Roadmap for

the project, Modules of the

Solution along with Functional

Specifications

Regional

Managers/Depot

Assistant Regional

Managers (ARM)/ SSI

2. Training on new

business

processes

different

modules/

Functions of the

Software

Applications

Training on

• Redesigned processes

• Relevant application modules

Additional training with every

major enhancement /

amendment to application

Depot Assistant Regional Manager(ARM)/ SSI Depot User

3. Trainings on Reports MIS & Data Analyses for

improving operational

efficiency

• Depot Assistant

Regional

Manager(ARM)/

SSI Depot

Accounts, ATS

Officers

4. Training on

Daily

Operations

ETIM device Operations, Device

charging, Configuration and Quick

trouble shooting

• Clerks deputed in

depot ETIM

section,

Conductors/Depot

User

5. Training on

Booking Tickets

Education on Online Reservation

System- Schedules, Codes, Fares,

Routes

Booking Clerks

*The Bidder shall appoint a full-time trainer for ETIM and ORS Project at Head

office(Lucknow)

The bidder shall ensure extensive training to all stakeholders and chalk-out the

capacity building plan so as to tackle the issues that might arise due to new/upgraded

processes and use of e-Ticketing solution at UPSRTC. Training for e-Ticketing Project

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will allow multiple stakeholders to participate in the day to day ticketing operations.

The bidder shall follow following indicators for capacity building of stakeholders.

• Creation of a dedicated Capacity Building & Training Team for ETIM & ORS

• Identification of tie ups with training institutions

• Identification of stakeholders

• Identify training objectives for various stakeholders

• Training assessment

• Training content preparation

• Training Delivery channels – Self learning, Classroom, Train the trainer approach

etc.

• Developing training calendar

• Implementation of training as per the training calendar

• Monitoring & evaluation of training in progress

3.2.12 Consolidation of data received / generated at UPSRTC depot

and ETIMs in bus to central integrated system

Bidder shall be responsible to ensure that the system designed ensures that the ticket

issuing related data corresponding to billing, traffic, audit, logs, etc. which is generated by

the various components within the system including ETIM, servers, etc. in consolidated

at the central integrated system in the required format without errors as per timelines

defined in the SLA. Any information related to carrying out operations related to ticketing

and reservations will be available in the central integrated system, though it may be

generated by portable ETIM, client machines. Consolidation of data received / generated

at UPSRTC depot and ETIMs in bus to central integrated system in the required format as

per applicable timelines.

3.2.13 Assessment of IT Hardware and Management of Cloud Data

Centre (DC), Disaster Recovery Center (DRC).

Establishment of Test & Development Environment at UPSRTC: • The Test & Development environment architecture should be exactly similar to

that of production environment. All the components of the Test & Development

environment application should be deployed in the similar way as they are

deployed in the production environment (taking care of aspects such as clustering,

integration etc.). This would streamline the process of testing before deployment

on the production environment. However, since the load testing could be

performed on the production environment, BIDDER may choose to rationalize the

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server sizing in the Test & Development environment. Appropriate load testing

tools shall be put in the testing environment.

• The bidders have to perform an independent assessment of the requirements for

establishment of Test & Development Environment, IT Hardware at Cloud Data

Centre/DR site. Including at all locations. Based on the assessment, the bidder

needs to provide the detailed BOM proposed in their technical proposal in line

with the requirements of the project and performance on service level

agreements.

• The bidder shall ensure all hosting norms and host applications at cloud DC/DR as

per Government guidelines, in association with empanelled CSP appointed by

Government of Uttar Pradesh/GoI. The Bidder shall procure cloud in the name of

UPSRTC

• The BIDDER shall ensure the following at cloud:-

o Secure hosting

o Standard technologies

o Guaranteed service levels

o High quality support, operation and monitoring of applications

o Data and Application availability 24x7

o Network management and operations capability

o Facility for centralized management of enterprise client/server systems

o Custom Security options, Multiple security levels

o Backup and Archival Services

o No vendor lock-in of key hardware/ software/ database components.

• BIDDER shall also provide staff, technical and supervisory, in sufficient numbers

to operate and manage the functioning of the DC with desired service levels.

• All the components/solutions including hardware, software, networking, security

equipment required at all offices shall be dedicatedly used only for this project.

3.2.14 Assessment, Supply and Installation of IT Infrastructure for

the Project • Procurement of IT Infrastructure, installation, operations & management shall be

performed by the BIDDER.

• BIDDER is required to establish the IT infrastructure at all units required by system

i.e. central / controlling Committee offices / divisional offices, depots, bus stations,

CCC and Training institute. This shall include Local Area Network (LAN) at all these

locations and Wide Area Network (WAN) interconnecting all the locations as per the

network deployment scheme depicted in this RFP.

• The bidders have to perform an independent assessment of the Infrastructure

requirements for NEW system and provide a detailed BOM for the proposed

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infrastructure in line with the requirements of the project and performance on service level agreements.

3.2.15 Networking for new system:

• The BIDDER shall carry out a detailed assessment of the LAN, WAN and Internet

leased line networking requirements of the NEW System with respect to the scope of

work. The BIDDER shall ensure that the access to services is provided to all the users

across the state through all the channels provided.

• UPSRTC has the right to specify higher bandwidth than assessed by BIDDER. In such

a case, it would be mandatory to provide the bandwidth as per the requirement

specified by UPSRTC. Cost of incremental bandwidth that may be required to meet the

performance SLAs or any other requirement during the course of the project

execution or the cost of any additional

component/equipment/connectivity/bandwidth specifically required by bidder shall

be borne by the bidder

3.2.16 Network Connectivity

▪ Based on the assessment for bandwidth sizing, the bidder shall provide connectivity

for the following:

• Head office internet Connectivity

• Central Control Room Internet Connectivity

• Regional office internet connectivity

• Depot Internet Connectivity

• Bus Station Internet Connectivity

• CCC leased line

• Training Institute at Kanpur

• GPRS Connectivity for ETIMs provided

▪ The redundant internet connectivity (same bandwidth in the case of primary

connectivity) would have to be provided by the bidder.

Officials as may be authorized by UPSRTC shall be allowed to access the NEW systems

or its components like databases, subject to such rights & privileges as UPSRTC may

decide from time to time for the purpose of testing, audit, certification, review,

inspection etc.

3.2.17 LAN Connectivity

For the purpose of providing LAN connectivity by the BIDDER within UPSRTC offices, bus

depots and bus stations etc., the bidder would also carry out the detailed assessment of

details provided in the RFP.

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3.2.18 Other Infrastructure: The BIDDER has to perform an independent assessment of the desktops, routers, UPS,

Switches, Android/Linux ETIMs etc. requirements and include it in the detailed BOM for

the proposed infrastructure.

3.2.19 Overall Scope for IT Infrastructure

Following outlines the scope of services to be provided by the bidder with respect to the

IT Infrastructure for the Project

1. Infrastructure Requirements Study BIDDER shall perform the detailed assessment of Solution requirements and assess the

Infrastructure requirements (including desktops for bidder’s deployed personnel and

UPSRTC officials, Networking, Security etc.) for operationalization of the System and to

provide the services in conformance with the SLA described in the RFP.

2. Supply of IT Infrastructure The BIDDER shall procure the IT Infrastructure for the System as per the study carried

out for infrastructure requirements and approved by UPSRTC. The BIDDER shall ensure

that all the equipment procured is latest and is free of any defect of any sort. The BIDDER

shall ensure that the equipment is not marked as end-of-sale by the OEM and that the

OEM undertakes to provide sale service support of such equipment. Also, all the hardware

should be Enterprise Class products from reputed OEMs and should come with the

appropriate OEM certification, stating that the latest generation of the equipment is being

provided for the project in BOM at the time of submission of the bid. The specifications

should fully comply with the minimum specifications.

3. IT Infrastructure Installation The bidder shall be responsible for operationalization of the end-to-end solution, which

includes installation of IT Infrastructure, networking all the locations including Cloud (DC

& DR), and LAN & WAN, security requirements etc.

3.2.20 Warranty

▪ The bidder shall warrant that the Infrastructure procured for Project shall have no

defects arising from design or workmanship or any act or omission. The warranty

shall remain valid for a period of five years from the date of complete “Go-Live” of the

Solution and any extended period as notified by UPSRTC.

▪ The bidder shall provide the warranty for IT Infrastructure (Software & hardware)

supplied for Project for a period of five years, and such extended period as notified by

UPSRTC, from the date of complete “go-live” on all the items supplied as per the

contract. The bidder shall replace any parts/components of the IT Infrastructure

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supplied for project if the components are defective and during the entire warranty

period at no additional cost. Bidder shall apply all the latest

upgrades/patches/releases for the software after appropriate testing at no additional

cost. 3.2.21 Documentation

The bidder shall undertake preparation of documents including that of Infrastructure

solution design & architecture, data structure dictionary, configuration files of the

Infrastructure, Standard Operating Procedures, and Information Security Management

procedures as per acceptable standards. The bidder shall take sign-off on the documents,

including design documents, Standard Operating Procedures, Security Policy &

Procedures from UPSRTC or its designated officials along with PMU and shall make

necessary changes as recommended before submitting the final version of the

documents.

BIDDER would prepare and submit all the documentation before provisional ‘Go-Live’

and also ensure that a periodic revision of the documents is done and submitted to

UPSRTC.

The documentation shall be provided in hard and soft copy to UPSRTC. This shall include

but not limited to:

• Requirement Gathering Report (FRS)

• System Requirement Specifications (SRS)

• Data digitization and migration plan

• Software Design Document

• Trouble shooting document

• Installation / maintenance / Administrator Manual

• Data Dictionary

• Operational Procedures Manual

• Test cases and results

• Acceptance Test Plan

• Acceptance Test Scripts

• Other relevant technical documentation etc.

• User manuals (Documentation including user guide and procedures manuals for

hardware and software)

• Software installation guide including the configuration of the database etc.

• ORS help in Hindi & English

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3.2.22 Ownership and Licenses ▪ All hardware procured for the project would be in the name of bidder, but the

ownership of the same will lie with UPSRTC. However, at the time of project closure

the same shall be transferred to UPSRTC. If the contract is terminated prior to the

conclusion of the contract period due to bidder’s non-performance, in that case all IT

infrastructure provided for the project will not be returned to the bidder and will be

the property of UPSRTC. All licenses related to these would be in the name of UPSRTC.

All licenses for software and database procured related to project can be in the name

of bidder, provided the same will be transferred to UPSRTC at no additional cost at

the time of project closure. If, for any reason, the same is not transferred, UPSRTC

reserves the right to recover such costs from the bidder. On expiry / termination of

the contract, if such transfer entails additional cost, the same shall be borne by the

bidder at no additional cost to UPSRTC. UPSRTC reserves the right to recover the

additional costs, if any, under any circumstances, from the payment due, performance

guarantee, or security deposit.

▪ However, if such software licenses or hardware cannot be transferred, then they shall

be bought in the name of UPSRTC. The commitment of the same by the entity providing

the license shall be submitted by the bidder.

▪ The ownership of all software customized/ configured/ procured and related

documentation for the project would always lie with the UPSRTC. However the rights

of proprietary software/application will be deemed under bidders ownership. All

licenses for other software and database procured related to project can be in the

name of BIDDER, provided the same can be transferred to UPSRTC at no additional

cost for transfer to UPSRTC at the time of project closure. If, for any reason, the same

is not transferred, UPSRTC reserves the right to recover such costs from the BIDDER.

On expiry / termination of the contract, if such transfer entails additional cost, the

same shall be borne by the BIDDER at no additional cost to UPSRTC. UPSRTC reserves

the right to recover the additional costs, if any, under any circumstances, from the

payment due or performance guarantee or security deposit.

▪ However, if such licenses cannot be transferred, then they shall be bought in the name

of UPSRTC.

▪ Where the ownership of the software vests with UPSRTC, including software

developed for the new system by the current BIDDER, the BIDDER may utilize the

same for further development and application.

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3.2.23 Procure and supply ETIM as per required specifications, their asset management, repair and maintenance and managing inventory related to ETIM

▪ Electronic Ticket Issuing Machine (ETIM) is the backbone of the UPSRTC operations.

Bidder is expected to provide Android /Linux ETIM devices, as per the specifications

defined in the RFP, to all UPSRTC Buses (Current and Future) and maintain additional

10% in stock to be provided as and when required in case of repairs or seasonal

demands. With present fleet size the indicative number of ETIM to be provided is

around 12500 + 10% stock. However, bidder is expected to provide additional ETIM

devices up to 10% over the minimum required ETIMs as specified in this RFP for

additional buses joining the UPSRTC fleet at no additional cost.

▪ Bidder is expected to carryout repair and maintenance of the ETIM device being

supplied. In case of any manufacturing / software related defect and wear and tear,

bidder shall promptly replace the ETIM at no additional cost to UPSRTC. Each ETIM

will have a unique code assigned to it which will make it easy to track, asset

management and any inventory related to ETIM except for paper rolls will be

provided by the bidder at no additional cost.

3.2.24 Setting up and managing Office and utilities

Working hours

▪ UPSRTC offices at Central, regional and depot level would be operational from 9:30 AM

to 5:30 PM on working days. All the gazetted holidays applicable to Uttar Pradesh

Government officer in Uttar Pradesh are defined as non-working days. However all

depot workshops and bus stations operate on 24 hrs basis.

▪ However this shall not limit the working of bidder’s personnel. The BIDDER based on

its or UPSRTC’s requirement may extend the working time or increase the working

shifts from time to time.

▪ Technical support will be provided as per the working shifts of the bus depots for all

120 UPSRTC bus depots and bus stations across Uttar Pradesh.

▪ UPSRTC Staff will be available as per working timings of respective offices / depots/

bus stations on working days. All sign-offs and acceptance procedures must be

conducted during working days of UPSRTC.

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3.2.25 Security Requirement ▪ Access to the facility must be strictly monitored and restricted to authorized

personnel only. No visitors/ unauthorized persons may enter allocated office areas.

With the exception of those authorized, no other UPSRTC personnel may enter these

office areas without prior permission from UPSRTC.

▪ Additionally, role based electronic access must be provided. Access to high security/

sensitive areas must be strictly restricted to authorized personnel only through

electronic access cards at cloud (DC and DR)

▪ BIDDER must ensure installation & maintenance of adequate security mechanisms at

DC and DR.

3.2.26 Operation and Maintenance of Application Software

The BIDDER shall be required to provide operational & maintenance services for Solution

including, but not limited to, production monitoring, troubleshooting & addressing the

functionality, availability & performance issues, implementing any system change

requests, addressing the incidents/problems raised by the users (via CCC) for

problems/bugs in the application etc. The BIDDER shall keep the application software in

high availability mode meeting the requirements defined by the UPSRTC from time to time

based on functional, administrative or legislative priorities, perform any changes and

upgrades to applications as requested by the UPSRTC as required for achieving the

objectives of the system. As an integral part of this support, the bidder shall formulate

and implement the Information Systems Security Policy synchronous with UPSRTC

security policies under the guidance of PMU.

▪ The BIDDER shall address all the errors/bugs/gaps in the functionality offered by

solution (vis-à-vis the FRS & SRS signed off for the Project) at no additional cost

during the operations & maintenance period.

▪ For performing of any functional changes to system that are deviating from the

signed-off Functional Requirements/System Requirements, a separate Change

Control Note (CCN) shall be prepared by BIDDER and the changes in the software

shall be implemented accordingly at no additional cost to UPSRTC. The time period

for implementation of change shall be mutually decided between bidder and

UPSRTC.

▪ It is clarified that changes in software, hardware and other infrastructure required

as a result of any legislative, administrative, policy changes in the various

processes within ETIM and ORS and workflow shall not constitute change of

‘Scope of Work’. The changes, if any, shall therefore fall under the CCN and not

Change Note on Scope of Work (CNS).

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▪ In case there is a change request in the scope of work, the BIDDER shall prepare

the CNS and get it approved by UPSRTC for the additional cost, effort and

implementation time.

▪ The decision of UPSRTC on change being a CCN or CNS would be final & binding on

BIDDER.

Following is the broad scope for maintenance and support functions with regard to

software.

3.2.27 Compliance to SLA

▪ The bidder shall Design, develop, deploy, implement and maintain SLA Monitoring &

Measurement System and ensure compliance to uptime and performance

requirements of Project solution as indicated in the SLA in the RFP and any

upgrades/major changes to the software shall be accordingly planned and

implemented by bidder at no additional cost for ensuring the SLA requirements.

▪ Bidder shall design, implement/customize the Enterprise Management System (EMS)

and shall develop an additional tool to measure performance against each of the

indicators listed under SLAs specified in the RFP. The SLA monitoring system

implemented by BIDDER shall be reviewed and certified by an independent Third

party organization for certification. The cost for this third party certification will be

borne by the BIDDER. Certification of this system is a critical milestone for the

Solution Go-Live. BIDDER shall ensure that proposed SLA monitoring system

addresses all the SLA measurement requirements and enables calculation of eligible

payment to the BIDDER, including penalties as specified in the SLA.

▪ BIDDER shall design the NEW system to provide an independent and real-time access

to the SLA Monitoring System to UPSRTC. BIDDER shall also send a daily log of the

output of the system to UPSRTC. Furthermore, email Alerts should be automatically

triggered whenever there is any breach in the SLAs.

▪ Officials as may be authorized by UPSRTC shall be allowed to access the systems or its

components like databases, subject to such rights & privileges as UPSRTC may decide

from time to time.

3.2.28 Problem identification and Resolution

▪ Identification and resolution of application problems (e.g. system malfunctions,

performance problems and data corruption etc.) shall be part of bidder’s

responsibility.

▪ The bidder shall also be responsible to rectify the defects pointed out by the project

monitoring body to be set up by UPSRTC and carry out the enhancements suggested

by such body, as a result of the Field Assessments carried out by such body, during

the O&M period. This shall be at no additional cost to the UPSRTC, in so far as the

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enhancements relate to items of work falling within the purview of the defined Scope

of Work for BIDDER.

▪ Resolution of incidents/problem logs created by the users of the application in CCC,

including putting in place a robust tracking mechanism.

3.2.29 Software Change & Version Control

All planned changes to application systems shall be coordinated within established

Change Control processes to ensure that:

1. Appropriate communication on change required has taken place

2. Proper approvals have been received

3. Schedules have been adjusted to minimize impact on the production

environment

The bidder shall define the Software Change Management & Version control process and

obtain approval for the same from UPSRTC. For any changes to the software, bidder has to

prepare detailed documentation including proposed changes, impact to the system in

terms of functional outcomes/additional features added to the system etc. bidder is

required to obtain approval from UPSRTC for all the proposed changes before

implementation of the same into production environment and such documentation is

subject to review at the end of each quarter of operations & maintenance support.

3.2.30 Maintain configuration information Maintain version control and configuration information for application software and any

system documentation

3.2.31 Maintain System documentation

Maintain and update documentation of the software system. Ensure that:

1) Functional specifications are documented

2) Application documentation is updated to reflect on-going maintenance and

enhancements including FRS and SRS

3) User manuals & training manuals are updated to reflect on-going

changes/enhancements

4) Standard practices are adopted & followed for version control and management.

3.2.32 Operations & Maintenance of IT Infrastructure

▪ Overall monitoring and management of the systems implemented for the Project and

its related cost, which includes administration of Infrastructure, Networks, and all

other services ancillary to these facilities to ensure performance and availability

requirements of the Project.

▪ Ensuring compliance to the uptime and performance requirements for Solution

performance as indicated in the RFP.

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▪ Implement Helpdesk solution and provide issue resolution support for addressing the

issues reported by the internal users of Information systems deployed in the project.

▪ 24x7 monitoring & management of availability & security of the infrastructure &

assets (including data, network, servers, systems etc.) through the Enterprise

Management Solution implemented for Project.

▪ Implementation of a comprehensive security policy in respect of the digital systems

and assets, to comply with the requirements of this RFP and conforming to relevant

standards related to cloud DC and DR facility.

▪ Ensuring uptime, performance and other key performance requirements of this

project including data backup & business continuity.

▪ Perform patch management, testing and installation of software upgrades issued by

the OEM/vendors from time to time. These patches/upgrades, before being applied

on the live infrastructure of the Data Repository at DC, shall be adequately tested. Any

downtime caused due to up-gradation & patches shall be to the account of the bidder

and it shall not be considered as ‘Agreed Service Downtime’.

▪ Ensure overall security of the solution including installation and management of

Antivirus solution for protection of all the servers and systems implemented for the

project, application of updates/patches etc. if required. The antivirus patches have to

be updated and applied from time to time, after appropriate testing of the patches in

the staging area.

▪ Develop the Standard Operating Procedures (SOPs), in accordance with the ISO

standards, for Project Infrastructure management. These SOPs shall cover all the

aspects including Infrastructure installation, monitoring, management, data backup &

restoration, security policy, business continuity & disaster recovery, operational

procedures etc. The BIDDER shall obtain sign-offs on the SOPs from the UPSRTC and

shall make necessary changes, on a yearly basis or as per UPSRTC’s requirement from

time to time, to the fullest satisfaction of UPSRTC.

▪ Preventive maintenance, carrying out the necessary repairs and replacement of parts

wherever needed to keep the performance levels of the hardware and equipment in

tune with the requirements of the SLA. Such preventive maintenance shall not be

attended to during working hours of the UPSRTC, unless inevitable and approved by

the UPSRTC.

▪ Reactive maintenance that is intended to troubleshoot the system with sufficient

teams

▪ Performance tuning of system as may be needed to comply with SLA on continuous

basis

▪ Continuous monitoring & management of network & restoration of breakdown within

prescribed time limits.

▪ Monitoring security and intrusions into the system, which include taking necessary

preventive and corrective actions.

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▪ Monitor and record, server & network performance and take corrective actions to

ensure performance optimization on a daily basis.

▪ Escalation and co-ordination with other vendors for problem resolution wherever

required.

▪ System administration tasks such as managing the access control system, creating and

managing users, taking backups etc.

▪ Ensure that daily back-up copies of the data are created and maintained safely.

▪ Produce and maintain system audit logs on the system for a period agreed to with the

UPSRTC. On expiry of the said period, the audit logs should be archived and stored off-

site. Location for off-site storing of logs will be the responsibility of the BIDDER at no

additional cost.

▪ Regularly review the audit logs for relevant security lapses and share the same with

UPSRTC.

▪ Review security advisories (such as bulletins generally available in the industry) on a

regular basis to determine vulnerabilities relevant to the information assets and take

necessary preventive steps.

▪ Supply consumables required for Printer cartridges/ribbons, CD/DVDs, data cables

etc. During the warranty/operations/management period, BIDDER shall not charge

any additional cost to UPSRTC for replacement of these consumables.

3.2.33 Facility Management Services

▪ The bidder should provide Facilities Management Services of bidder infrastructure at

all locations of UPSRTC, Uttar pradesh. The Facilities Management would, include

following major areas of services:

• CCC Services

• Technical Support Services

• Asset Management services

• AMC tracking

▪ The bidder should provide competent Engineers for supporting the above said

services at the user locations. The Help Desk agents shall coordinate the assigning of

user calls to Engineers.

▪ The bidder should provide adequate Engineers for supporting the above said services

at the user locations.

3.2.34 Command Control Center Services

▪ The bidder should setup one CCC (Phone & Mail Support) at Head Office. The toll free

phone number for the same shall be obtained by the bidder in the name of UPSRTC.

These support desk operations should be as per business hours of operations of

UPSRTC.

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▪ The CCC Desk should undertake the following activities:

• Log service requests related to IT infrastructure of UPSRTC under the scope

of work and give them a service request number

• Assign severity level to each service request

• Track each service request to resolution

• Escalate the service requests related to usage of application software to

Application support team.

• Provide feedback to callers.

• Analyze the statistics.

• Creation of knowledge base on frequently asked questions to aid users.

▪ The CCC coordinator should log all service requests and assign the service requests to

engineers and ensure that service request is closed. It is the CCC Coordinator’s

responsibility to generate reports using the service requests logging and reporting

tool as provisioned.

3.2.35 Manpower ▪ Provision, deployment and supervision of personnel required for project

▪ The BIDDER shall be responsible for sourcing of the personnel and the management

of all matters relating to such personnel, to carry out the responsibilities assigned to

the BIDDER under the agreement with the BIDDER. In particular, these include:

1) Recruitment of the personnel possessing the qualifications prescribed in the

RFP;

2) Training of the personnel;

3) Payment of salaries and benefits to the personnel;

4) Meeting all statutory obligations / payments arising out of engaging the

personnel;

5) Meeting all the liabilities arising out of the acts of the personnel

▪ Below table gives the indicative number of resources which need to be deployed

across locations for this project.

S.No UPSRTC Designation No. of

Resources

1 Operation Team Project Manager 1

2 System Team Solution Architect 1

3 System Team System Administrator 2

4 System Team Business Analyst 1

5 Network Team Network Administrator 1

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S.No UPSRTC Designation No. of

Resources

6 Database Team Database Administrator 1

7 System Team Operations Manager (Team Lead for ETIM,

ORS, Smart card) 3

8 Network Team Network Engineers 2

9 Operation Team Shift Manager - CCC / Call Centre 1

10 Operation Team Divisional Manager (one each at 20 regions) 20

11 Operation Team FME 170

12 Operation Team CCC personnel 9

13 Operation Team Trainer 1

Total Manpower 213

▪ During the course of the contract, if it becomes necessary to replace any of the Key

Personnel, the BIDDER shall forthwith with due approval from UPSRTC, provide as a

replacement, a person of equivalent or better qualifications and experience than the

resource being replaced / or proposed in the bid.

▪ The team proposed in the proposal should be on the rolls of the bidder(s) at the time

of submission of the proposal. For any change of the resource or any resource being

proposed for operations, the bidder should have to submit the CV of the resource, at

least 2 weeks in advance for UPSRTC to decide on the replacement.

▪ The BIDDER would be required to maintain personnel files with the following details

of the personnel deployed within the project:

1. Name and contact details (address, phone number, email ID)

2. Name and contact details of professional reference (at least 1)

3. ID proof photocopy (any one of Passport, voter ID card, driver’s license, PAN

card or any Central/ State Government issued ID card)

4. Professional and educational qualifications

5. Training provided for carrying out processes, etc.

6. Background Check shall be done for all staff

▪ UPSRTC would be allowed full access to these files and would be allowed to conduct

an audit for compliance to minimum qualification requirements specified above.

Bidder’s Team shall comply with the provision of all laws including labour laws, rules,

regulations (EPF,ESI etc) and notifications issued there under from time to time. All

safety and labour laws enforced by statutory agencies and by Purchaser shall be

applicable in the performance of this Contract and Bidder’s Team shall abide by these

laws.

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3.2.36 Obtain relevant Certifications and adherence to respective Industry Standards

Other Industry Standards which BIDDER is expected to take into consideration

while proposing the solution are given below:

Component / Application / System Prescribed Standard

Workflow Design WFMC / BPM Standard

Portal Development W3C Specification

Information Access/Transfer Protocols SOAP, HTTP/HTTPS

Interoperability Web services, open standards, e-govern

standards (http://egovstandards.gov.in

Information Security ISO 27001 certified system

Operational Integrity & Security

Management

ISO 27002 certified system

Operation ISO 9001 certification

IT Infrastructure Management ITIL/ ETIM specification

Service Management ISO 20000 specifications or latest

Project Documentation /ISO specifications for documentation

The bidder is encouraged to adhere to these standards during the course of execution of

the project.

1. Design, develop, deploy, implement and maintain SLA Monitoring & Measurement

System

2. Bidder shall design, implement/customize the Enterprise Management System

(EMS) and shall develop an additional tool to measure performance against each of

the indicators listed under SLAs specified in the RFP.

3. The SLA monitoring system implemented by BIDDER shall be reviewed and certified

by an independent Third party organization for certification. The cost for this third

party certification will be borne by the BIDDER. Certification of this system is a

critical milestone for the Solution Go-Live. BIDDER shall ensure that proposed SLA

monitoring system addresses all the SLA measurement requirements and enables

calculation of eligible payment to the BIDDER, including penalties as specified in the

SLA.

BIDDER shall design the NEW system to provide an independent and real-time access to

the SLA Monitoring System to UPSRTC. BIDDER shall also send a daily log of the output

of the system to UPSRTC. Furthermore, email Alerts should be automatically triggered

whenever there is any breach in the SLAs.

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http://egovstandards.gov.in/



Officials as may be authorized by UPSRTC shall be allowed to access the systems or its

components like databases, subject to such rights & privileges as UPSRTC may decide from

time to time.

3.2.37 Conduct training for stakeholders including training material and training faculty related to the new system being conceived.

BIDDER will be responsible for design and implementation of training and change

management strategy for awareness within UPSRTC. BIDDER shall also be required to

conduct workshops/seminars for creating awareness for various stakeholders with

UPSRTC namely, conductors, account officers, UPSRTC traffic officers / others as per the

requirement of UPSRTC. The BIDDER, in co-ordination with the UPSRTC, shall prepare

training material, including distribution in CDs (to be updated every year 12 months or

as and when any major change takes place or as required by UPSRTC). As a part of this,

BIDDER shall organize, at its own cost, for stakeholders across bus depots and bus

stations in and around Uttar Pradesh as specified by UPSRTC. BIDDER shall provide for

trainers and training materials at its own cost. Below is the indicative list of minimum

types and number of trainings that the bidder is required to provide. The bidder needs to

detail out the training plan in the technical solution.

# Training On Type of

Training

Number of

Trainees

Location Frequency of Training

1 ETIM Device End User

Training

All

Conductors

and Drivers

Bus Depots a) Once in the year of

implementation.

b) Once in every 12 months

for new drivers and

conductors.

Train the

trainer

1 Staff per bus

depot

Regional

Offices

a) Once in the year of

implementation.


and on event of any change

in functionality in the system

2 Backend

System for

ETIM and

ORS

management

for Bus depot

End User

Training

2 Staff per

Depot

2 Staff per

regional office

Regional

offices


implementation.

Train the

trainer

2 Staff per

regional office

Head Office a) Once in the year of

implementation.




3 Ticket

Counter

Operations

End User

Training

2 person at

each bus

station where

ticket

counters are

setup

Regional

offices


implementation.




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# Training On Type of

Training

Number of

Trainees


Train the

trainer

1 person at

each regional

office


implementation.




Train the

trainer

1 person at

each regional

office


implementation.




Administrator

training and

Train the

trainer

2 Persons at

each regional

office

2 People at

the Head

Office


implementation.




b) Once every 12 months


3.2.38 Additional Overreaching Requirements of the Solution 3.2.38.1 Interoperability Standards Keeping in view the evolving needs of interoperability, the solution should be built on

Open Standards. 3.2.38.2 Scalability One of the fundamental requirements of Architecture to be proposed for the Project is its

scalability. The architecture should be proven to be scalable and capable of delivering

high-performance as and when the number of users and transaction increase. In this

context, it is required that the application and deployment architecture should provide

for Scale-Up and Scale out on the Application and Cloud Servers, Database Servers and all

other solution components.

3.2.38.3 Security The Systems implemented for the Project should be highly secure, considering that it is

intended to handle sensitive applications relating to citizen services. The overarching

security considerations include the following-

1. The security services used to protect the Solution shall include: Identification,

Authentication, Access Control, Administration and Audit and support for

industry standard protocols.

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2. The solution shall support advanced user authentication mechanisms including

Digital Certificates if applicable.

3. Security design should provide for a well-designed identity management

system, security of physical and digital assets, data and network security,

backup and recovery and disaster recovery system.

4. The solution should provide for maintaining an audit trail of all the

transactions.

3.2.38.4 User Administration ▪ System shall facilitate user security administration activities in terms of creation of

user IDs, user profiles, attaching the user profiles to the user IDs, modification of user

privileges etc.

▪ System shall have audit trails built in for all the activities performed by the super user

in the system for user administration, database management, business rule changes,

changes based on Finance Act/Direct tax legislation, system upgrades etc. Such audit

trails, at a minimum, shall capture the details of name of the user, changes made, time

& date of change, name of approver (if applicable), etc.

▪ Password Management services must enforce password restrictions, which include

the criteria and limitations that can be placed on passwords to increase security. It

should provide features such as periodic forced changes, not reusable, hard to guess,

mixed characters, etc.

▪ Successful user login requests should be logged for investigative purposes in case of

a security breach.

▪ The application must monitor unauthorized attempts to access the system.

▪ The solution should be capable of secure, tamperproof auditing and logging which can

stand in the court of law through implementation of advanced features.

3.2.39 Some Special requirements with respect to BIDDER’s

responsibilities ▪ Investments beyond the agreed scope: If there is any investment that UPSRTC wants

the selected BIDDER to make beyond the agreed scope of work, then the same will be

managed through CNS process. The CNS process would be invoked for availing

services out of the current scope of RFP. The value of the total amount of additional

work entrusted to BIDDER through the CNS route, without calling for fresh tenders,

shall not exceed 20% of contract value during the term.

▪ UPSRTC shall retain the Strategic Control over the design, development and operations

of the Project through the full term of the project.

3.2.40 Security of information

▪ UPSRTC related information (payment, tickets, etc.) are sensitive and confidential in

nature. Any compromise of such information can have serious implications. It is,

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therefore, imperative to ensure confidentiality and integrity of data and transactions

at every stage. The BIDDER shall develop a detailed security policy and supporting

procedures for the NEW system and obtain UPSRTC approval. The BIDDER shall

ensure that the proposed policy complies with the latest version of the UPSRTC’s

Information security manual, which will govern the security of facility, portal and

related infrastructure and personnel during the entire duration of the contract. The

BIDDER shall ensure that the security policy and procedures are updated on a regular

basis as per best practices and released after UPSRTC approval.

▪ The BIDDER shall depute at least one designated Information security officer to be

assisted by an additional officer. He will coordinate with UPSRTC’s Nodal Officer

responsible for information security matters. It shall be the responsibility of the

BIDDER to provide the required hardware / equipment, software and other resources

to establish the processes and comply with the security requirements of the new

System.

3.2.41 Technical Support

• The bidder should provide comprehensive onsite support to UPSRTC at the designated

locations on a daily basis to meet up with service levels for the infrastructure to be

measured on a monthly basis.

• The bidder should ensure that the entire solution is operational and run according to

stipulated performance standards.

• The bidder should commit to provide all necessary resources and expertise to resolve

any issues and carry out required changes, optimizations and modification so that

complete system as a whole works according to the specified requirements and

satisfaction of UPSRTC.

• The bidder Should provide comprehensive technical support services for all the

software proposed for the entire period of the contract. The technical support should

include all the upgrades, updates and patches that are released by the respective

OEMs during the period of contract.

• The bidder shall provide support and maintenance services to UPSRTC which shall

include the warranty for hardware and software from the OEM followed by Annual

Maintenance Contract (‘AMC’) for hardware items and Annual Technical Support

(‘ATS’) for software systems after the expiry of the warranty period.

• The total period of support and maintenance including the Warranty and AMC / ATS

shall be five (5) years from the date of acceptance of implementation at all the depots

• The scope would include all the DC/DR Servers (Cloud), Desktop / Laptop with

peripherals, Network Equipment, Software and other supporting peripherals

installed at the user locations.

• First level hardware support for the above equipment which will include diagnosing

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the problem and getting the same resolved through coordination with the respective

vendors as per the severity level assigned to it to ensure uptime of all IT infrastructure

of UPSRTC as defined in service level agreement.

• Configuration of the printers, servers and resolving printing problems of the users

3.2.42 System Maintenance, Management and Administration • The Bidder shall be responsible for server monitoring and management shall involve

supporting the purchaser with managing the equipment installed. The bidder shall

also provide CCC support to the purchaser and send periodic reports on the

equipment performance.

• Port monitoring: Monitor HTTP/HTTPS, DNS, SMTP, POP3, FTP, TCP ports, etc. are

continuously to ensure network and applications are up and running.

• Remote hands service: Execute instructions on hosted servers such as server

restart, service restart, minor configuration changes in OS, executing a script on the

server, installation of software etc. Activities shall include service restarts in Servers

/ Killing and restarting of processes on Unix/Linux Servers, rebooting of servers and

clearing of log files.

• Manage Operating System: This shall include support of Operating System, format

and reinstallation of OS as requested by UPSRTC, creation and maintenance of User

Accounts, Start / Stop service, application of upgrades and patches provided by the

OS vendor and approved by the customer, OS debugging and recovery, maintenance

of server logs, management of server disk space, addition or removal of Hardware or

Software.

• The Bidder shall be responsible for periodic health check of the systems,

troubleshooting problems, analysing and implementing rectification measures.

• On an ongoing basis, the SI is responsible for troubleshooting issues in the

infrastructure, network and application of UPSRTC to determine the areas where fixes

are required and ensuring resolution of the same.

• The SI shall be responsible for identification, diagnosis and resolution of problem

areas pertaining to the central infrastructure and application and maintaining

assured SLA levels.

• Manage database system: This shall include installation and configuration of database

server, support of RDBMS, performance tuning and optimization, user access

management by assigning access rights, start up and shutdown of database system as

requested by the customer, backup & restore, access control, maintenance of server

logs and trace files, monitoring of Critical Database parameters, performing

Import/Export of data, management of database space and database fragmentation,

addition or removal of Hardware or Software, configuration and maintenance of

Client Connectivity like JDBC, SQL, .Net etc., RDBMS version upgrades and migration.

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Ongoing support for the application vendors to deploy applications, application

patches, trouble shooting, performance tuning etc.

• Application Performance Monitoring: This shall help in enhancing system

performance and reliability of the system to ensure improvement in the overall

operational efficiency.

• Manage load balancing: This shall include management of the load balancer hardware

device, regular Health Check of the Servers using TCP or ICMP connections, limiting

the number of connections per server for optimum performance, seamlessly adding

servers as and when existing servers are over-utilized without disrupting services.

• Implement and maintain standard operating procedures for maintenance of the

infrastructure based on the policies provided by the purchaser and based on the

industry best practices / frameworks like ITIL. Create and maintain documentation /

checklists for the same.

• The bidder shall be responsible for managing the user names, roles and passwords of

all the relevant subsystems, including, but not limited to servers, applications, devices,

etc. The SI shall be responsible for management of passwords for all relevant

components and devices under his purview and implement a password change

mechanism in accordance with the security policy of the purchaser.

• Provide services for management of server environment to maintain performance at

optimum levels on a 24 x 7 basis.

• The system administrators should regularly monitor and maintain a log of the

performance monitoring of servers including but not limited to monitoring CPU, disk

space, memory utilization, I/O utilization, etc. The SI should also ensure that the

bottlenecks in the infrastructure are identified and fine tuning is done for optimal

performance

• The system administrators should undertake regular analysis of events and logs

generated in all the sub systems including but not limited to servers, operating

systems, databases, applications, security devices, messaging, etc. The administrators

should undertake actions in accordance with the results of the log analysis. The

system administrators should also ensure that the logs are backed up and truncated

at regular intervals.

• The administrators should adopt a defined process for change and configuration

management in the areas including, but not limited to, changes in parameter settings

for application, servers, operating system, devices, etc., applying patches, etc.

• The system administrators are for managing the trouble tickets, diagnosis of the

problems, reporting, managing escalation, and ensuring rectification of server

problems as prescribed in service level agreement.

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3.2.43 Security Administration • Provide services for management of security environment to maintain performance

at optimum levels on a 24 x 7 basis.

• The bidder should address ongoing needs of security management including, but not

limited to, monitoring of various devices / tools such as firewall, intrusion detection,

content filtering and blocking, virus protection, and vulnerability protection through

implementation of proper patches and rules.

• Maintain an updated knowledge base of all the published security vulnerabilities and

virus threats for related software and microcode, including, but not limited to,

operating systems, application servers, cloud servers, databases, security solutions,

messaging solutions, etc.

• Ensure that patches / workarounds for identified vulnerabilities should be patched /

blocked immediately.

• Responding to security breaches or other security incidents and coordinate with

respective OEM in case of a new threat is observed to ensure that workaround / patch

is made available for the same.

• Undertake maintenance and management of security devices, including, but not

limited to maintaining firewall services to restrict network protocols and traffic,

detecting intrusions or unauthorized access to networks, systems, services,

applications or data, protecting email gateways, firewalls, servers, Desktops/Laptops

from viruses.

• The bidder should ensure that the security policy is maintained on an ongoing

maintenance and updates to the same are made regularly. Operating system

hardening through appropriate configuration and patch updates should be

undertaken on a regular basis.

• Periodical Vulnerability assessment: Assess server for vulnerabilities locally using

automated scanning and manual assessment. The Test is to be conducted at start of

the project and in the mid of the project.

• Periodical Penetration testing: The bidder shall perform penetration testing to

ensure the following: Create a hacker’s view of the server, in terms of the ways it can

be hacked from outside. Identify security vulnerabilities and fix holes discovered.

Implement emergency quick fix solutions and long-term solutions against successful

exploits. The Test is to be conducted at start of the project and in the mid of the project.

• Firewall management: Initial setup of the firewall, implementation of rule base on

the firewall to enable customer specific applications and ports, implementation of

security policies based on services (HTTP, FTP, Telnet), source address / name,

destination address / name, online monitoring of firewall through a central console

with 24x7 support, system administration for firewall, including updates & hot fixes

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that affect its performance, changes in firewall rule base with proper change

management and backup of firewall configuration each time there is a configuration

change.

• Intrusion detection and prevention: Initial installation and setup; applying

appropriate levels of risk assessment for specific needs which allows security policies

to be an integral part of scanning process; tracking of resource usage for anomalies

and logging any suspicious packets from the outside; log maintenance and

management; automated network-based security assessment and policy compliance

evaluation.

• Testing and application of patches: The bidder shall carry out testing and

application of periodic patches released by software and OS vendors to plug

vulnerabilities in the system.

3.2.44 Network monitoring

• The bidder is expected to closely liaison with bandwidth Service Provider(s) for the

period of contract. The SI is expected to file the applications in the formats as required

by the network service provider for bandwidth procurement.

• The bidder would be expected to liaise with the network service provider to ensue

the links are commissioned within the timelines specified and agreed by UPSRTC.

• The bidder will be expected to escalate any delays in the link commissioning to UPSRTC

on a proactive basis.

• The bidder will be expected to inform the UPSRTC of the link readiness and

commissioning.

• The bidder is expected to liaise with the network service provider in case of any link

/ line failure and ensure the same is restored within the agreed timelines.

• The bidder is expected to supply, install, and commission and maintain all network

and security equipment for UPSRTC sites for the contract period. The bidder needs to

factor and consider that all network equipment’s and infrastructure sized, procured,

should be useable and scalable for a period of Contract.

• Provide services for management of network environment to maintain performance

at optimum levels on a 24 x 7 basis.

• The bidder is responsible for monitoring and administering the network within all the

locations upto the integration points with WAN.

3.2.45 Backup Management • The bidder shall perform backup as per the requirement of the UPSRTC. This will

include installation of backup software, regular backup and restore operations and

assuring security of the media through appropriate access control. In addition, the

bidder shall also manage scheduled data replication. The activities shall include:

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• Backup of operating system, database and application should be performed as per

stipulated policies of the purchaser. The bidder should provide required tools for

undertaking these activities.

• Monitor and enhance the performance of scheduled backups, schedule regular testing

of backups and ensure adherence to related retention policies.

• Ensure prompt execution of on-demand backups of volumes, files and database

applications whenever required by the purchaser or in case of upgrades and

configuration changes to the system.

• Real-time monitoring, log maintenance and reporting of backup status on a regular

basis. The bidder should ensure prompt problem resolution in case of failures in the

backup processes.

• The bidder should also ensure that a 24 x 7 support for file, database and volume

restoration requests is available at the data centres.

3.2.46 Asset Management Portal Service • The bidder shall create hardware asset database for all locations of UPSRTC by

recording information like configuration details, serial number, asset code, warranty

and AMC (Annual Maintenance Contract) details, IP address, etc. The proforma for this

database should be prepared and submitted to UPSRTC for its approval before

commencing activity.

• Create Software asset database for all locations of UPSRTC recording information like

License, Version Numbers and Registration Details

• Management of software keys and license numbers, software installation media,

manuals and ensure their safe keep.

• The bidder should ensure proper change management policy is defined for

undertaking changes to infrastructure at all the locations. This policy should be

submitted to UPSRTC for approval. The bidder should follow the policy to record

changes including, but not limited to, installation of new machines, modifications in

configuration, change of location, upgrade of machine, addition of new software, re-

installation of operating system, etc. of equipment’s at all locations.

• Track the inventory of all spare parts and consumables.

• Conduct Yearly IT Asset Audits, during the currency of the contract.

• For the smooth functioning of the ETIM based ticketing, the SI should maintain a 10%

of buffer of ETIMs at each of the Depots.

• The bidder should maintain an adequate inventory (3 months requirements) of the

consumables for Printers to ensure smooth functioning at all locations.

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• The SI, at the end of the contract period shall transfer all IT assets (hardware, software

and licenses to UPSRTC) in running condition.

• The SI will have to conduct knowledge transfer to UPSRTC or its appointed agency

before completion of the contract period.

3.2.47 Testing of Hardware and Software The Bidder shall test Software and Random Hardware by STQC / third party Agency and

get it certified. Charges for the same will be borne by the Vendor.

3.2.48 Training for UPSRTC

▪ Conduct training for stakeholders including training material and training faculty related to the new system being conceived.

▪ BIDDER will be responsible for design and implementation of training and change management strategy for awareness within UPSRTC. BIDDER shall also be required to conduct workshops/seminars for creating awareness for various stakeholders with UPSRTC namely, conductors, account officers, UPSRTC traffic officers / others as per the requirement of UPSRTC.

▪ The BIDDER, in co-ordination with the UPSRTC, shall prepare training material, including distribution in CDs (to be updated every year 12 months or as and when any major change takes place or as required by UPSRTC). As a part of this, BIDDER shall organize, at its own cost, for stakeholders across bus depots and bus stations in and around Uttar Pradesh as specified by UPSRTC. BIDDER shall provide for trainers and training materials at its own cost. Below is the indicative list of minimum types and number of trainings that the bidder is required to provide. The bidder needs to detail out the training plan in the technical solution.

# Training On Type

Training

of Number of

Trainees


1 ETIM Device End

Training

User All Conductors

and Drivers

Bus Depots a) Once in the year of

implementation.


for new drivers and

conductors.

Train

trainer

the 1 Staff per bus

depot

Regional

Offices

a) Once in the

implementation.

year of


and on event of any change in

functionality in the system

2 Backend

System for

ETIM and

ORS

management

for Bus depot

End

Training

User 2 Staff per

Depot

2 Staff per

regional office

Regional

offices

a) Once in the

implementation.

year of

Train

trainer

the 2 Staff per

regional office

Head Office a) Once in the

implementation.

year of


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# Training On Type

Training

of Number of

Trainees




3 Ticket

Counter

Operations

End

Training

User 2 person at

each bus

station where

ticket

counters are

setup

Regional

offices

a) Once in the

implementation.

year of




Train

trainer

the 1 person at

each regional

office


implementation.




Train

trainer

the 1 person at

each regional

office


implementation.




Administrator

training and

Train the

trainer

2 Persons at

each regional

office

2 People at the

Head Office


implementation.






3.2.49 List of ETIM depots proposed for project implementation

S.NO DEPOT NAME REGION NAME

1 AGRA FORT

AGRA

2 TAJ DEPOT 3 FOUNDRY NAGAR 4 IDGAAH 5 MATHURA 6 WAH 7 BULANDSHAHAR

GHAZIABAD

8 HAPUR 9 KHURJA

10 LONI 11 SIKANDRABAD 12 SAHIBABAD 13 KAUSHAMBI 14 GHAZIABAD

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15 GARH

MEERUT

16 BARAUT 17 MEERUT 18 SOHRAB GATE 19 BHAISALI 20 MUZAFFAR NAGAR

SAHARANPUR

21 CHUTMALPUR 22 KHATAULI 23 SAHARANPUR 24 SHAMLI 25 GANGOH 26 NOIDA

NOIDA 27 GR.NOIDA 28 ALIGARH

ALIGARH

29 ETAH 30 HATHRAS 31 KASGANJ 32 BUDHVIHAR 33 NARORA 34 ATRAULI 35 BIJNORE

MORADABAD

36 MORADABAD 37 PITAL NAGARI 38 RAMPUR 39 NAJIBABAD 40 DHAMPUR 41 CHANDPUR 42 AMROHA 43 BAREILLY

BAREILLY 44 ROHILKHAND 45 BADAUN 46 PILIBHIT 47 HARDOI

HARDOI

48 SITAPUR 49 LAKHIMPUR 50 GOLA 51 SHAHJAHANPUR 52 KANNAUJ 53 BEWAR

ETAWAH

54 ETAWAH 55 FARRUKHABAD 56 SHIKOHABAD 57 AURAIYA 58 MAINPURI 59 VIKAS NAGAR

KANPUR 60 FATEHPUR 61 KIDWAI NAGAR

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62 UNNAO 63 FAZALGANJ 64 AZADNAGAR 65 JHANSI

JHANSI 66 ORAI 67 CHARBAGH

LUCKNOW

68 AWADH DEPOT 69 KAISERBAGH 70 RAEBAREILLY 71 BARABANKI 72 ALAMBAGH 73 UPNAGRIYA 74 AKBARPUR

AYODHYA 75 AYODHYA 76 SULTANPUR 77 AMETHI 78 BANDA

CHITRAKOOT 79 MAHOBA 80 RATH 81 HAMIRPUR 82 GONDA

DEVIPATAN 83 BAHRAICH 84 BALRAMPUR 85 CIVIL LINES

PRAYAG RAJ

86 MIRZAPUR 87 PRATAPGARH 88 ZERO ROAD 89 LEADER ROAD 90 PRAYAG DEPOT 91 LALGANJ 92 BADSHAHPUR 93 AZAMGARH

AZAMGARH

94 Dr.AMBEDKAR 95 BALIA 96 DOHRIGHAT 97 BELTHRA ROAD 98 SHAHGANJ 99 MAU 100 BASTI

GORAKHPUR

101 RAPTI NAGAR 102 DEORIA 103 GORAKHPUR 104 MAHRAJGANJ 105 SIDDHARTH NAGAR 106 SUNAULI 107 PADRAUNA

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108 JAUNPUR

VARANASI

109 VARANASI (R) 110 GHAZIPUR 111 KASHI 112 CHANDAULI 113 SONEBHADRA 114 CANTT 115 VINDHYANAGAR

3.2.50 List of proposed ORS locations

The Bidder shall implement ORS facility at following locations. The locations may

increase depending upon need of ORS facility. It is anticipated that during project tenure,

UPSRTC may extend the ORS facility upto 150 locations depending upon Citizens demand.

The cost of such extended ORS facility will be borne by bidder.

S.NO LOCATION/DEPOT NAME REGION NAME

1 AGRA FORT

AGRA

2 TAJ DEPOT 3 FOUNDRY NAGAR 4 IDGAAH 5 MATHURA 6 WAH 7 BULANDSHAHAR

GHAZIABAD

8 HAPUR 9 KHURJA

10 LONI 11 SIKANDRABAD 12 SAHIBABAD 13 KAUSHAMBI 14 GHAZIABAD 15 GARH

MEERUT

16 BARAUT 17 MEERUT 18 SOHRAB GATE 19 BHAISALI 20 MUZAFFAR NAGAR

SAHARANPUR

21 CHUTMALPUR 22 KHATAULI 23 SAHARANPUR 24 SHAMLI 25 GANGOH 26 NOIDA

NOIDA 27 GR.NOIDA 28 ALIGARH ALIGARH

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29 ETAH 30 HATHRAS 31 KASGANJ 32 BUDHVIHAR 33 NARORA 34 ATRAULI 35 BIJNORE

MORADABAD

36 MORADABAD 37 PITAL NAGARI 38 RAMPUR 39 NAJIBABAD 40 DHAMPUR 41 CHANDPUR 42 AMROHA 43 BAREILLY

BAREILLY 44 ROHILKHAND 45 BADAUN 46 PILIBHIT 47 HARDOI

HARDOI

48 SITAPUR 49 LAKHIMPUR 50 GOLA 51 SHAHJAHANPUR 52 KANNAUJ 53 BEWAR

ETAWAH

54 ETAWAH 55 FARRUKHABAD 56 SHIKOHABAD 57 AURAIYA 58 MAINPURI 59 VIKAS NAGAR

KANPUR

60 FATEHPUR 61 KIDWAI NAGAR 62 UNNAO 63 FAZALGANJ 64 AZADNAGAR 65 JHANSI

JHANSI 66 ORAI 67 CHARBAGH

LUCKNOW

68 AWADH DEPOT 69 KAISERBAGH 70 RAEBAREILLY 71 BARABANKI 72 ALAMBAGH 73 UPNAGRIYA 74 AKBARPUR AYODHYA

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75 AYODHYA 76 SULTANPUR 77 AMETHI 78 BANDA

CHITRAKOOT 79 MAHOBA 80 RATH 81 HAMIRPUR 82 GONDA

DEVIPATAN 83 BAHRAICH 84 BALRAMPUR 85 CIVIL LINES

PRAYAG RAJ

86 MIRZAPUR 87 PRATAPGARH 88 ZERO ROAD 89 LEADER ROAD 90 PRAYAG DEPOT 91 LALGANJ 92 BADSHAHPUR 93 AZAMGARH

AZAMGARH

94 Dr.AMBEDKAR 95 BALIA 96 DOHRIGHAT 97 BELTHRA ROAD 98 SHAHGANJ 99 MAU 100 BASTI

GORAKHPUR

101 RAPTI NAGAR 102 DEORIA 103 GORAKHPUR 104 MAHRAJGANJ 105 SIDDHARTH NAGAR 106 SUNAULI 107 PADRAUNA 108 JAUNPUR

VARANASI

109 VARANASI (R) 110 GHAZIPUR 111 KASHI 112 CHANDAULI 113 SONEBHADRA 114 CANTT 115 VINDHYANAGAR

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3.2.51 Pilot locations for ETIM deployment S.NO REGION Depots

1 GHAZIABAD BULANDSHAHAR

2 HAPUR

3 KHURJA

4 LONI 5 SIKANDRABAD

6 SAHIBABAD 7 KAUSHAMBI 8 GHAZIABAD 9 LUCKNOW CHARBAGH

10 AWADH DEPOT

11 KAISERBAGH

12 RAEBAREILLY

13 BARABANKI 14 ALAMBAGH

15 UPNAGRIYA

3.2.52 Antivirus

• The bidder shall Install, upgrade, update and management of Antivirus solution

• Notification of new viruses found and issues with anti-virus definition updates.

• Clean of virus from facility in case of virus attack.

3.2.53 SIM Cards • The bidder shall undertake installation, configuration, maintenance /replacement of

the SIM Cards provided by UPSRTC through SI and manage the interface with telecom

service providers.

• Bidder shall procure SIM cards based on the good network connectivity of the Areas

in Uttar Pradesh.

• Service Provider for the SIM would be Airtel, JIO, BSNL etc.

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3.2.54 Infrastructure Audit Bidder will appoint Govt. approved Agency for Infrastructure Audit provided by bidder

at all location. Audit will be done for Installation of the Hardware, establishment of

Connectivity etc. which will be shared by UPSRTC at the time of Execution of Project.

3.2.55 Operations, Support and Maintenance Period The Bidder shall build, Operate, Support and Maintain the system for a period of 5 years

after complete implementation at all locations of UPSRTC covered under the project.

However, UPSRTC may choose to extend the Term for a maximum period of two years in

mutual consultations with the bidder with all the terms and conditions of original

Agreement.

3.2.56 Payment Gateway Arrangement and Convenience Fee

3.2.57.1 Payment Gateway Payment Gateway Arrangements will be made by the selected bidder/SI. A tripartite agreement

between the payment gateway Service provider company, selected bidder and UPSRTC will be

executed for this. Selected bidder will be given convenience charges to cover payment gateway

transaction charges

3.2.57.2 Convenience Fee

Convenience fee at a flat rate of Rs 8/- will be charged on online booked ticket through UPSRTC's website. Selected bidder/SI will be given this convenience fee to compensate for payment gateway charges and incentivizing him for promoting digital transactions.

3.2.57.3 SMS Gateway The Selected Bidder/SI has to make SMS gateway arrangements on behalf of UPSRTC, at his own cost including all recurring charges.

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4 Proposed Solution

The solution is anchored by a superior IT Governance system which focuses on having

capable people at right locations, developing common standards, policies and guidelines

to be followed across the department. It provides view of the various users and external

systems expected to interact with the system. It also describes the various

communication channels which may be used while interacting with the various users and

systems. The system rests upon a robust networking and hardware infrastructure, driven

by a competent IT Security, Control and Monitoring system. The architecture also

describes the different data and applications that need to be considered for the system.

The various components are described subsequently.

4.1 Users The below table provides details about the users

# User

Group

User Description

1 UPSRTC UPSRTC Users

UPSRTC employees at head office and depots who will

access the various reports, define routes, trips, duty

allocation, and various functions

2 Conductors Users who will primarily operate ETIM machines

3 Clerks Booking Office Clerks and CCC personal.

4 Non-

UPSRTC

Citizen

(passengers)

Users who will access the reservation portal for

booking tickets, status updates and inquiry

5 Booking

Agents(API’s)

Agents who may carry out booking on behalf of citizen

6 Other Users Any other user visiting website for information, etc.

4.2 Locations where proposed solution to be deployed

# Type of location Number of locations

1 Head Office 1

3 Regional Offices 20

4 ETIM & ORS Bus Depots 115

5 Bus Stations (ORS) 293

6 Command and Control Center 1

7 Training Institute, Kanpur 1

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4.3 Application Architecture Application architecture consists of three key subsystems

I. A central UPSRTC Core Operations System (UCOS) which combines the common

functions being carried out in the current systems. UCOS will provide for an

interface with all users and devices. This system will maintain a single version of

truth (SVOT) of all data generated. The system will be used for centralized

reporting, auditing and billing while providing for core business functions

including:

o Route Management

o Crew Duty Management

o Waybill Management

o Trip Management

o Ticket Collection

o Cash Collection

o Strings Management

o Night-out (Outstation trips) Management

o Billing

o Audit

o Smart Card Management

o Grievance Management

In addition, it will be providing for modules supporting the business functions mentioned

above including:

o Identity and Access Management

o Data Management

o MIS reporting

o Integration Management

o Communication Management

o Security Management

II. Reservation Interface which will be part of the central system, providing functions

specific to web-based reservations and reservations done by booking clerks at bus

stations and depots. The major functionality of reservations process will be

covered within UCOS. Reservation specific modules may include:

o Bookings & Reservation workflows

o Inventory Management at counters

o Inquiry and status updates

III. ETIM Interface will follow a hybrid structure wherein data related to routes, trips,

etc. which is required to be fed into ETIM device will be fed into the local ETIM

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Computers available within depots. However, ticketing information will be fed

directly into UCOS through GPRS enabled ETIM devices, At the end of the trip,

summary will be pulled by ETIM local computer which will reconcile and confirm

that the information available at the central system is correct and updated. In places

where there is no network connectivity, data from within ETIM will be pulled up by

UCOS at this time. Local ETIM computer system within depot will only maintain

the operations specific data which is required to be fed into ETIM. Ticketing and

related information will be maintained centrally at UCOS. The central system will

track and manage the information being provided and stored at the local depot

servers. Again, major functionality of reservations will be covered within UCOS.

ETIM specific modules may include:

o ETIM Device Management

o Device data synchronization

o Reconciliation

4.4 Data Architecture The data architecture for the proposed solution to be deployed at UPSRTC as a part of this

project would consist on the following key data sets:

• Legacy Data: Desired data from the existing system which will be migrated on to

the new system

• Transactions Data: Incremental data generated by operations by various systems

on a daily basis. For instance, ticket data, routes plied data, data allocation details,

and others

• Masters Data: Reference data required to carry out the various transactions such

as depot master, conductor master, routes available, and others

• Billing Data: Data generated for the purpose of billing, this will be generated

mostly from the transactions data,

• Data Marts & Data Warehouse: In order to have an efficient reporting system, the

data needs to be collected in a structured way such that it captures its lifecycle.

Data marts and data warehouse will assist in doing so

• Analytical logic and related metadata: In course of analysis being carried out and

reports generated, new data about the analysis, various models created and

related metadata will be produced which will have to be stored by the system.

4.5 Network Landscape

# Link between Frequency of

Usage

Bandwidth

Requirements

Communication

mechanism

1 Passengers,

booking agents,

Daily and

continuous

Medium Internet having a

fallback with a

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# Link between Frequency of

Usage

Bandwidth

Requirements

Communication

mechanism

and general users

connecting

through computer

systems and

mobile devices

different ISP for

central integrated

system

2 Depot and

booking offices

During working

hours and

continuous

High Internet having a

fallback with a

different ISP

3 ETIM Daily and

continuous

Medium GPRS

4 Banks During working

hours and

continuous

High Internet having a

fallback with a

different ISP

5 Other external

systems

As required Medium Internet having a

fallback with a

different ISP

# Equipment / Parts Qty (Min.)

1 Central Office Connectivity (Primary) upto 4 Mbps Broadband 1

2 CCC Connectivity (Primary) - 50 Mbps 1

CCC Connectivity (Secondary) - 50 Mbps 1

3 Controlling Committee Connectivity upto 4 Mbps Broadband 3

Controlling Committee Connectivity upto 4 Mbps Broadband 3

4 ETIM Depot Internet Connectivity - Primary - upto 4 Mbps

Broadband

115

ETIM Depot Internet Connectivity - Secondary - upto 4 Mbps

Broadband

115

5 ORS Depots including Non-adjacent Bus station Internet

Connectivity - Primary - upto 4 Mbps Broadband

ORS Depots including Non-adjacent Bus station Internet

Connectivity - Secondary – upto 4 Mbps Broadband

6 Training Institute, Kanpur, Internet Connectivity - Primary - upto 4 Mbps Broadband

1

7 Regional Office Internet Connectivity - Primary - upto 4 Mbps

Broadband

20

Division Office Internet Connectivity - Primary - upto 4 Mbps

Broadband

31

8 GPRS Connectivity for ETIMs Equivalent to fleet

size+ 10 % Buffer

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The existing internet-based network connectivity has been working satisfactorily.

Internet service providers provide a simple NxT1, Ethernet or Cable connection to the

Internet, using the highest possible speed. The price for internet connectivity is

considerably cheaper than almost any WAN MPLS service. The Existing Internet

Connectivity at all location will be new/upgraded by Bidder with approval and

coordination with the ISP and UPSRTC as per desired speed. There should not be any

additional network related requirements for other users and offices.

4.6 Requirements for proposed General Packet Radio Service (GPRS)

GPRS is a packet oriented Mobile Data Service available to users of Global System for

Mobile Communications (GSM) and IS-136 mobile phones. It provides data rates from

56 up to 114 Kbit/s. GPRS can be used for services such as Wireless Application Protocol

(WAP) access, Short Message Service (SMS), Multimedia Messaging Service (MMS), and

for Internet communication services such as email and World Wide Web access. GPRS is

a best-effort packet switched service, as opposed to circuit switching, where a certain

Quality of Service (QoS) is guaranteed during the connection for non-mobile users. The information captured by the GPRS ETIM is transmitted to the control station server

through GPRS/GSM network creating a communication network. The communication

network is connected to the internet for accessing information regarding bus arrival,

routes etc. The requirements of the communication system are:

• The data communication channel requires exchanging data between the

UPSRTC Control Room and the bus fleet.

• Communication of data will be reliable without any loss of data.

• Each Base Transceiver Station (BTS) of offered service provider should

always have configuration to ensure required 10 Sec. update time for the

vehicle position in all BTS area.

• The GPRS/GSM data connectivity would be seamless while moving from one

BTS site to other BTS site in Uttar Pradesh.

• Redundancy provided in ETIM to ensure if GPRS fails due to unforeseen

reason and then SMS facility is activated as a fall back mode.

• System operation for 24*7 and 365 days would require proactive monitoring,

fault detection and management for reduced downtime and regular fine

tuning of the communication links for best response time

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4.7 ETIM and Web based IT System

▪ Electronic Ticketing machine for Onboard ticketing solutions, which would enable to

Print E-tickets against cash as per the Journey/trip requirements and communicate

with the smart card to debit the corresponding amount.

▪ ETIMS machines will be provided to the conductors on the bus. Conductors will input

the destination preference of the passengers in the ETIM machines and give the

printed ticket to the passengers. Conductors can accept the payment from the

passengers through cash/debit/credit cards/smart card/mobile tickets. Payments

accepted through debit/credit cards/smart card or mobile application shall be

processed through the payment gateway and deposited in UPSRTC’s designated

account.

▪ Electronic Ticketing system (ETIM) will comprise fare collection through spot

printed (ETIM Issued) tickets through ETIMs, Cash & Ticket Operations (in case of

ETIM failure) and Smart Card Operations. ETIM will consist of handheld ETIMs used

by conductors to automate ticketing by issuing spot-ETIM printed ticket and

Contactless personalized RFID Smart cards for travel (with e-purse for passes and

tickets). It also consists of issuing new personalized RFID cards as bus passes to the

desiring customers, renewal of RFID cards, Issuing RFID based e-purse cards and

recharging the same through the Point of Sales counters across the operational area.

▪ This also involves printing of personalized RFID cards at the card printing center. As

ETIMs validates e-purse smart cards, a provision must be made in the ETIMs for a

smart card reader with inbuilt security protocols. The ETIM will support secure

transfer of financial data from ETIM through GSM network to a central server at

preconfigured intervals. Revenue monitoring application will be hosted in the central

server to track financial performance. ETIM will also empower UPSRTC’s Field

Personnel to reconcile bus occupancy numbers with ticketed passengers and

authenticate ETIM issued tickets or validated smart cards. In the event of failure of

ETIMs, a pre-printed ticket inventory (and cash reconciliation) will be provided at

the depot by UPSRTC for bus operations.

▪ A set of functions and minimum set of technical features which the module must meet

in realizing the objectives of the stakeholders is required for the solution.

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4.8 Online Reservation System

Online Reservation System shall be a web-based application that allows passenger to

check online

(i) availability of tickets

(ii) book tickets

(iii) cancel/ modify booked ticket Assisted booking office: This module is used by the counter booking staff/booking office

staff at depots / bus stations for the booking of tickets of long and short haul buses for

passengers coming to the counters.

Self-booking by passengers:

Portal for the passengers to access information and directly book tickets

including selecting seats. The bookings through this module shall be 30 days or

so in advance.

The cloud-interface developed will be compatible to work on latest mobile

operating systems.

In order to facilitate online payment, the reservation system will be integrated

with payment gateway to accept payments through various modes such as

credit cards, debit cards and net banking.

After booking confirmation, the System should be able to allow the passenger

to receive the ticket details on the email address provided by the passenger or

to take a printout of the same.

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Passengers and booking agents should access the system through password-

based login using HTTP over SSL.

UPSRTC proposes for Online Reservation System to be developed in the suitable

platform for current/advance reservation ticketing as per UPSRTC business

rules/policy. The ORS application needs to implement all the

reservation/cancellation/concessional rules. The Vendor shall develop ORS

application. The Functional Requirement are as follows:

Develop ORS Application as per the requirement of UPSRTC. Provide enhanced Security features like encryption of

the data, preventing the virus/hackers attack. Provide payment modes like CC/DC payment facility,

Wallet integration, QR Code and payment gateway

facility with proper reconciliation process at depot level. The user and reporting interface will be intuitive, web-

enabled and compatible with latest versions of internet

browser (such as IE, Firefox, Google Chrome & Safari). ORS should have android application and booking

android POS, that can be deployed within agent network

or in ticketing offices. Issued tickets should have encrypted QR code with

booking info for customer identification. The system should be capable to enter and store basic

seat number, class, route, date and additional

information (like Citizen ID, birthdate or other on

request) for each issued ticket. The system should allow one-way trip, round trip and

multi city trip booking through the ORS. The system should allow to purchase prepaid packages

for specific route (for frequent travellers). The system should have facility to provide ORS booking

details on new ETIM before handing over ETIM to

conductor. The interface developed should be capable of

performing the functions like uploading and

downloading of data, like capture advance booking

details from the ORS and pass it on to the ETIM’s. Online reservation booking facility should be accessible

to authorized ticket booking agents and online travel

agents with all security checks, access permissions and

Restricting agents to cross prescribed financial ceiling

permissible for reservation booking. System should be able to cater to Business rules

regarding Reservation/cancellation/Advance Booking,

Full/Partial Cancellation of tickets, Waitlist,

Preponement and postponement of journeys.

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All ORS users should be able to change their password

periodically. Alerts in this regard should be sent to users

periodically. Enabling Blocking of seats or issuing ticket for reserved quota.

Applying concessions applicable for ORS as per the rules of UPSRTC.

Automatic locking of booking facility provided to

authorized booking agents, if the limit is exceeding the

permissible limit. Comprehensive audit trail, logging and reporting. All the reservation and current tickets should be issued

with proper validation of Wallet/ Smart Card. Fig: ORS Process

4.9 Public Online Reservation System (PORS) UPSRTC is having PORS i.e. www.upsrtconline.co.in and also official interface provided

through UPSRTC’s Website www.upsrtc.com for booking the tickets through internet for

web users and the payment is done via payment gateway. The, PORS application shall

support a count of approximately 10,000 simultaneous log in. Vendor Shall develop PORS

application. The major tasks to be done are as follows:

• All the basic facility related to bus booking/cancellation of the UPSRTC buses

online.

• Passenger should be able to book ticket on OTP based guest login.

• An E-wallet facility for the passengers up to INR 2000 without KYC.

• Ride miles points should be added into their wallet account against the respective

journey.

• Facility to display concessional scheme and amenities on home page.

• Users should have a facility to Print / SMS / E - mail Ticket.

• Passengers should be able to track their refund status via PNR/Mobile

• Dynamic searching (today, tomorrow and next 7 days seat status with fare) and

vice versa.

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• PORS application should integrate with the payment gateways, wallet and QR

code as and when the same are integrated by UPSRTC.

• Integration with UPSRTC Smart card and mobile cards for paper less journey

• Web enquiry for seats availability, fare, routes, en-route stops, Arrival and

departure time etc.

• Integration with EMV contactless bank card for frequent travellers (card can be

used as a fare media for customer identification).

• Account management system to allow frequent travellers to top up account and

pay directly from transit service account.

• Advance Booking, Full/Partial Cancellation of tickets, and advancement and

postponement of journeys.

• The security for the access to the application must be provided centrally with

suitable authentication/architecture. Audit trail must be maintained for all data

updates/amendments and deletions for security audit.

• Prevention of the unauthorized virus/hackers.

• An admin console report of passengers i.e. city wise, country wise, amount wise,

device and other related queries for preparation of route/schedule in future.

All the reservation tickets should be issued with proper validation of Wallet/ Smart Card 4.10 Mobile Application ▪ Develop mobile application (Android & iOS) which would have the ticketing facility

schedule and ETA details. Mobile Application proposed must be compatible with

tablets and smart phones and its Operating System viz. Android and iOS

▪ It should have a user-friendly interface and should need minimum human touch

points to access required content.

▪ Mobile Application must cater to screen sizes and resolutions of all tablets, smart

phones.

▪ Mobile Applications must be approved and available on play store / app store for

respective platforms. For example, Google play for Android, AppStore for Apple.

▪ Application should work with most mobile phones and tablet devices, including

devices which are three years old as on date.

▪ Mobile application should provide all the facilities of the Public Online Reservation

System (PORS).

▪ Mobile application should be able to integrate all the payment option i.e. Payment

Gateway, Wallet and QR Code integration with Smart Card (E-Purse/Wallet)

payment facility.

▪ Mobile application should have separate functionality for passengers waiting at bus

stands / bus stations for buses and passengers traveling in bus.

▪ Stops names for each route name and route number.

▪ For passengers traveling in bus, mobile app must show in-app mobile notification for

next bus stops in the route as well as important message or broadcasts provided by

UPSRTC control center.

▪ Passengers should be able to provide the feedback or rating to the app.

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Mobile App modules shall have following general requirement feature for usable,

highly secured and stable apps:

• There should be role-based dashboard.

• Flexibility and customization.

• Convenient user interface.

• All the content should be accessed in the simplest way possible.

• Speed of loading mustn't keep users waiting.

• Communication should be as quick and simple as possible, with a minimum

number of taps and minimum text input. Intuitive system of search and filters.

▪ Solution should be technically proven, yet innovative, solution that incorporates the

latest technical offerings from the mobile application industry as well as mobile

payment and transportation industries that shall provide a mobile application to

support mobile fare payment & facilitate and support UPSRTC’s fare policies and

technical requirements.

▪ The primary focus of the solution is to provide an alternative fare media to minimize

use of cash transactions. UPSRTC requires a turnkey solution that shall include design,

develop, Install, testing, delivery, site preparation, and assistance with associated

hardware, software, communications, all system interfaces, all other system

components, operations, maintenance, licenses, support and training

4.11 Smart Cards

▪ Provide commuters with a single card that they can use for traveling throughout the

state of Uttar Pradesh.

▪ Commuters will be able to load funds into their card accounts which they may then

use for travel-related payments and purchases.

▪ Card holders (NCMC Cards once issued by bank) will also be able to use their cards

for non-travel related purchases at any merchant that accepts Master / Visa / RuPay

payments or via other means.

▪ These cards should be EMV compliant and as per National Common Mobility Card

Specification, envisaged by MoUD.

▪ Cards should contain secure element with card ID that can be decrypted by SAM

installed in readers.

▪ Card ID will be connected with passenger’s ID only after personalizing of the card. Following below process while drafting RFP as well as finalizing the Bank / Financial

Institute:

1. Centralized and instant (on site) Printing Facility

2. Registration, Verification, Approval and Delivery process for Concessional

Cards

3. Registration Portal

4. Application Verification & Approval Admin System

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5. Card Security Keys Management Software

6. Ticketing using Concessional Card

7. Technology Integration

8. Smartcard structure and flows

9. Issuance and Loading Network

10. Smart card processes

4.12 Command Control Center at Head Office

▪ The Command control center’s objective is to help UPSRTC stakeholders to get

insights on data generated through ETIM / ORS / Mobile App. Command control

Center Application shall provide easy visualization of tickets, revenue, real time ETIM

tracking through GPS, KPIs based dashboards among others, which shall enable

informed decision making by UPSRTC stakeholders.

▪ Since the number of devices operational at any time is large, Command Center shall

also provide for device management of devices including ETIMs. Device management

shall include monitoring services, incident reporting with defined escalation

procedures and health monitoring of all components. Also, Key management shall be

done at CC level. Security access module of all the equipment shall be issued from CC.

CC System will act as a live hub to manage and monitor service-related data, which

will be viewable through a centralized application.

▪ Vendor Staff will be stationed in Command Center to redirect any incoming query or

incident related to ETIM / ORS / mobile app to the authority best suited to resolve

the issue. The helpline shall be in operation during the working hours of bus

operations. For the sake of clarity, the Service Providers responsibility is to ensure a

fully working System for gathering incident related data through the various

components of the ETIM / ORS / Mobile App.

▪ Bidder shall setup Cloud based Command Control Centre which will facilitate

monitoring and control facility. For this UPSRTC to provide infra facilities and

connectivity for establishing on-premises facilities.

▪ Command Control Centre shall be based at UPSRTC premises; location for same will

be at Head Office, Lucknow.

▪ Command control Centre will be operated jointly by Vendor as well as UPSRTC

Employees; however, training shall be provided to UPSRTC by the SI. SI shall deploy

application support manpower during working hours.

▪ The Central Control Centre (CCC) related space provisioning will be provided by

UPSRTC. The required non-IT components like, electricity, seating space etc. will be

provided by UPSRTC.

▪ Operator Terminals will be installed at CCC and will be used for viewing, reporting,

monitoring, controlling and management of all events, incidents, alerts, and updates

for ITS project

▪ Detailed plan of the Command and Control setup should be prepared by successful

System Integrator only after project initiation.

▪ Only Space and Power will be provided by UPSRTC, other facilities have to be

arranged by Vendor/SI on their own cost.

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Future Integration with new technology initiatives undertaken will enable UPSRTC

to integrate existing applications, if required.

4.12.1 Key Objective of Command Center

(a) Informed Decision Making: The CCC objective is to help UPSRTC stakeholders to get

insights on data generated through ETIM & ORS. This shall provide easy visualization

of tickets, revenue, real time ETIM tracking through GPS, KPIs based dashboards

among others, which shall enable informed decision making by UPSRTC stakeholders.

(b) Device Monitoring and Key Management: Since the number of devices operational

at any time is large, Command Center shall also provide for device management of

ETIM devices. Device management shall include monitoring services, incident

reporting with defined escalation procedures and health monitoring of all

components. Also, Key management shall be done at CCC level. Security access

module of all the equipment shall be issued from CCC. CC System will act as a live hub

to manage and monitor service-related data, which will be viewable through a

centralized application.

(c) CCC Operations: Vendor staff will be stationed in CCC to redirect any incoming query

or incident related to ETIM & ORS to the authority best suited to resolve the issue.

The CC shall be in operation 24/7 365/366 days per year. For the sake of clarity, the

Service Providers responsibility is to ensure a fully working System for gathering

incident related data through the various components of the ETIM and ORS.

4.13 Inventory Management System (ETIM & ORS) Setting up and managing a comprehensive inventory management system to track

inventory related to ETIM’s etc. on web/cloud portal as per IT Audit directives

o Stock keeping at depot

o Inventory Transaction Recording and Reports preparation

o Automatic Maintenance Scheduling and Schedule Adherence

4.14 Complaints and Issue Tracking Portal

A. Conductor reports incident (Fault / Issue / Problem) to Service Provider depot staff

B. Service Provider Depot Staff checks if the call is regarding the ETIM System or Admin

C. If it is related to Admin, then it can’t be corrected during the shift.

D. If it is related to ETIM System, then follow the following steps:

a. Service Provider Depot Staff requests conductor to run the basic tests like

Power is ON, display is coming etc.

b. Conductor runs the basic tests

c. If the ETIM starts working, then conductor starts the ticketing

d. If ETIM still doesn’t work fine, then follow the following additional steps:

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a. Conductor switches to Pre-printed ticket operation

b. ETIM returned to Service Provider depot staff at the end of shift

c. Service Provider depot staff runs Diagnostic for fault identification and

rectification.

d. If the problem is not resolved:

i. Send ETIM to the local depot service centre (for Minor

Issues)( LEVEL 1 SERVICE CENTRE)

ii. Replace ETIM with spare while ETIM at service centre.

iii. Close call after ETIM return from Service Centre

iv. If ETIM having major repairs, this should be sent to

Regional service center.( LEVEL 2 SERVICE CENTRE)

v. Regional service Center will repair/replace the ETIM and

send it back to Depot.

vi. Close call after ETIM repair/replace after returning from

Regional service Center

4.15 ETIM Management Information System

▪ The proposed solution shall be integrated with existing cards.

▪ Information availability on Bus routes (ETIM Serial Numbers: Starting –

Destination Point – en route stops), Seat availability, approximate travel time in at

least two languages –Hindi and English, point to point bus fares, types of buses

– AC / Non-AC / Nonstop routes etc.

▪ Preparation of standard reports and charts to measure performance related to bus

operations so as to support all level of management in decision making related to

bus operations.

▪ Instant access to reports on: missed trips, late trips on different routes, break

downs and its duration, vehicles offline, accidents – types, impact, losses etc.,

route-wise stop times for different trips at bus stops, average speed point to point,

travel time analysis, improper stops at bus stops, deviation in routes, speed

violations, at different locations and at different points of time

▪ Application Analytical data (video, text and numerical data) for the top

management to support effective management of the services of UPSRTC. Cater to

requirements of dynamic and context based specific reports graphs and charts

Other standard Management Information System reports to give a snapshot view

to the UPSRTC management on daily, monthly, quarterly, half-yearly and yearly

performance.

4.16 Data Digitization and Migration

• The Service Provider shall perform the data digitization and migration from manual

and/or the existing legacy systems to the Database implemented for proposed

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system. The Data Digitization and Migration to be performed by the Service

Provider shall be preceded by an appropriate Data Digitization and Migration

strategy & methodology, prepared by SI and approved by UPSRTC.

• Though UPSRTC is required to provide formal approval for the Data Digitization/

Migration Strategy, it is the ultimate responsibility of Service Provider to ensure

that all the data sets which are required for operationalization of the agreed user

requirements are digitized or migrated.

• Any corrections identified by UPSRTC or any external agency, during Data Quality

Assessment and Review, in the data digitized by the Service Provider, shall be

addressed by Service Provider at no additional cost to UPSRTC.

Following activities will be carried out as part of the Data Migration:

1. Define all the specifications that are needed to populate the desired data into the

new system.

2. Prepare uniform codification of all data sets.

3. Develop the data migration templates/ Forms/ Format and facilitate the migration

of legacy and new data elements into the new system.

4. Identification, configuration or development of the data upload/ download

programs for the data migration.

5. Create data extraction programs in the legacy system to convert into the format as

required by the system.

6. Data entry of manual records in the requisite format to be done by the Service

Provider.

7. Scanning of appropriate paper documents, naming them, entering their

characteristics like author, date, etc., indexing, classifying and uploading into the

Document Management System database.

8. The Bidder shall ensure data cleansing of all the data migrated from the legacy

system to the new application & data validation before uploading the same to the

production environment.

9. Proper documentation of the data conversion / upload

Bidder shall ensure that data digitization and migration is complete in all respects

and the activities are completed in time so that all the requirements of system

implementation are fulfilled.

4.17 Application Hosting on Cloud • Application Hosting shall be done on cloud. The SI shall provide details for

computing, storage, security, network infrastructure based on scope of work

defined.

• The vendor shall host the Application at Government approved Cloud and

complying cloud guidelines. All the data on the cloud shall be owned by UPSRTC.

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4.18 Requirements for Application architecture of proposed central system

• It shall be based on open, inter-operable standards and to be highly scalable,

open ended and capable of delivering high performance.

• Solution should have cloud-based architecture keeping all main functions in the

back end.

• The solution / application must be able to work on Linux or any other suitable

OS and support open source DB

• The architecture shall be completely web enabled and must provide access over intranet.

• System will work in a networked environment

• The software to be free from any virus, worm, Trojan, trap door or any other type

of malicious code

The system will be, essentially characterized by the following features

1. Flexibility: The system should be adaptable to changing commercial practices

thus reducing the total cost of ownership.

2. Open Architecture: The system should be open to allow interoperability with

general- purpose software and have facility to export/import data files from other

applications and interact with other applications as mentioned earlier.

3. Object-oriented: The system design should be based on object –oriented approach.

4. Integrated: The system should be fully integrated across departments and

functional area and also across geographical location of sites.

5. Workflow-integration approach: The system should adapt workflow

management techniques.

6. Simplicity: The overall application should be developed keeping in mind simplicity

as the key, so as to enable easy maintenance and operation of the application by

the end user.

7. Manageability: The System application should cater for easy manageability by

the system administrator.

8. Scalability: System will be deployed across all the Depots/Bus Stations of the

Corporation. As the Bus Stations vary in size and functionality it is a mandate

requirement that the system should be scalable at modular level. Servers that run

enterprise applications scale up or scale out depending on future requirements by

CPU or Memory or add-on servers using clusters technology. The recommended

products are proven in the field to scale well in order to meet large enterprise

requirements. Key components such as personal computers, servers, application

servers and network are of modular design to ensure scalability of the system.

System integration infrastructure in the data center is not message-centric so

integration scalability is non-issue in this case. Major scalability is required only

for application and database servers.

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9. Reliability: System behavior on malfunctioning such as an application crashed.

Solution would be implemented with clustering technology to ensure the system

reliability. Portal server and Integration server are clustered at application level

and database server is clustered at Operating System level.

10. Availability: System behavior in the failure of CPU, memory, applications.

Availability is ensured by system level redundancy including the communication

network.

11. Stability & Robustness: System behavior on high stress / over use, wrong use.

Load balancers are used in the solution to share the load and thereby ensuring

stable operation.

12. User- friendliness: Intuitive portal design features of the Portal products will

enhance the customer stickiness to the portal service. The portal content design

will include advance graphic and plug & play modular display objects available

with the Portal product.

13. Interoperability: Customer demand for enterprise interoperability solutions

continues to escalate, the need to maximize return on investments, and the need

for standards- based solutions. System, interoperability software can help

enterprises get maximum value from their current resources and applications

investments by extending both existing skill and code bases, allowing for

maximum application reuse in the fastest time possible. System supports Web

Services and XML based data exchange, which would make ease to integrate with

third party software, customer-created, or legacy security solutions. This way

system assures the best approach for integration over discrete systems.

14. Optimization: Server Load Balancing techniques will get the best possible

performance from their Cloud servers. System chooses the right CPU, memory,

storage, cache, load balancing, etc., and increases the performance of a Portal. This

can help significantly increase efficiency of hardware, software and Internet

service and improve reliability. In addition to the Hardware sizing and software

tools to increase the system portal performance, the below-mentioned steps to

optimize the web performance should be followed.

a. Stop unwanted content over network

b. Reduce recreational Internet surfing by Reservation Terminal and

increase employee productivity

c. Secure system network from web-based threats

d. Restricts illegal file downloads

e. Manage Internet traffic to optimize network bandwidth

15. Security: The security overlay for the access to the server must be provided

centrally with suitable authentication and profiling engine. Suitable encryption

mechanism must be used at the application layer. The functions shown in this

document will be applicable to various users based on Role, which will be specified

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during Requirement analysis phase. Audit trail is must for all data

updates/amendments and deletions for security audit. Encryption mechanism

wherever required must be built in. Size of log file, number of entries, time

sensitivity etc. will be discussed and finalized during SRS stage.

16. Backup and Recovery: A rugged back up policy with detailed procedures should

be formulated. The system should maintain a backup of all programs, data,

documents, procedures, etc. on timely intervals. Verification procedures for

backup taken should be in place. Appropriate Disaster Recovery tools should be

provided for recovery of the system and database with minimum down time. The

minimum downtime would be finalized during the system design state.

17. General & Adhoc Queries in Proposed Solution: General queries that have not

been explicitly mentioned in the user requirements based on data that is captured

should be made available based on functionalities explained in next section.

Provision to generate adhoc queries by joining tables in a flexible and user-

friendly manner should be made available.

18. Print and Online Help options: Proposed system must have the facility to have

print options for the reports and other specified forms in general / pre- printed

format agreed and approved by the user. Online help for all users and

administrators should be part of software. For all the modules mentioned below,

there must be adequate internationally accepted standard reporting features that

enable high quality graphics and user interactivity. The reports must have facility

to be ported in standard office automation suits like excel, word documents etc.

The solution is anchored by a superior IT Governance system which focuses on

having capable people at right locations, developing common standards, policies

and guidelines to be followed across UPSRTC. It provides view of the various users

and external systems expected to interact with the system. It also describes the

various communication channels which may be used while interacting with the

various users and systems.

The system rests upon a robust networking and hardware infrastructure, driven

by a competent IT Security, Control and Monitoring system. The architecture also

describes the different data and applications that needs to be considered for the

system. The various components are described subsequently

4.19 Marketing and Promotion

4.19.1 SMS Booking Service 1. Seamless Connectivity Services (SCS) enable Android Apps and IoT Platforms to work

even if there is limited or no internet connectivity (no WiFi, no 4G, no 3G, no Edge),

the only requirement being a basic 2G connection.

2. This can help UPSRTC’s mobile based apps to reach the consumers in remote areas

where internet connectivity is still a challenge. Thus, Mobile app-based services can

now be made available everywhere, ensuring better digital reach, higher number of

connected users and thus improved UPSRTC’s services for citizens.

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3. Seamless Connectivity Services (SCS) platform is a multi-component solution

providing connectivity as a service. The platform has the capability to send and

receive the data even using the SMS transport layer. The user Interface for the end

consumer remains the Mobile App and the data is sent using binary SMS, a text

message that is completely invisible for the end user. Moreover, the encoding and

compression algorithms reduce data packet size to such a huge extent that Apps work

better and faster even on weak or saturated mobile networks. Minimum SMS Charges

will be applicable to the Passengers, as per tariff rate of Service Provider.

4.19.2 Marketing through SEO SEO stands for Search Engine Optimization, which is the practice of increasing the

quantity and quality of traffic to your website through organic search engine results.

Formulating and implementing a SEO Strategy for the international and domestic

markets for the following websites, duration of SEO activity is mentioned below against

each providing SEO related inputs (Keywords, Meta tags, Description tags, Doctype

declaration, Character encoding, URL structure, Robots.txt, Canonical link element, XML

and HTML sitemaps, custom 404, Redirects, HTTP headers, HTML code, iFrame etc.) to

UPSRTC’s and its web developer to get the inputs implemented on time. For Example:

www.upsrtconline.co.in

www.upsrtc.com

Making UPSRTC’s websites rank on top in leading search engines (Google, Bing etc.)

organically. Improving organic traffic on all the websites listed above. Providing detailed

analytics and web traffic report each month. Reports should also include keyword

rankings etc.

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5 Project Deliverables

The bidder has to deliver the following deliverables to UPSRTC as part of an assurance to

fulfil the obligations under the SLA. The table given below may not be exhaustive and

bidder is responsible to provide all those deliverables which may be specified in this RFP

but not listed here and those agreed by bidder in response to any request from UPSRTC.

The timelines for producing each of these deliverables will be in line and closely linked

with the overall project timeline as indicated in the RFP.

Any conflict with respect to project and/or deliverable timelines will have to be resolved

by bidder in consultation with UPSRTC and/or its designated agencies and approved by

UPSRTC. Thereafter the approved timelines will have to be adhered to by the SI, unless

specified otherwise. It is to be noted that upon completion of Go-live ,SI is required to

submit all the updated system design documents, specifications, application deployment

files, user manuals, administration manuals and all other applicable deliverables listed

below.

# Project

Component

Expected Deliverables Timelines

1 Project

Management

• Security deposit Within 10 days from the date

of award of contract

• Project management plan should include • Pilot management plan • Operations management plan • Contract management plan • Risk management and

Information Security Policy • Business Continuity and

Disaster Recovery plan

Within 15 days from

submission of security

deposit and performance

bank guarantee.

• Status reports • Fortnightly reports

during Phase I, II and

III • Monthly reports

along with invoices during Phase IV

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2 Software Application Software component includes

design documents (FRS, SRS, executables,

patches, reports, etc) which are developed,

updated during the course of this project.

This includes the following:

• System Requirement Specification (SRS)

document containing detailed

requirement capture and analysis

including functional requirement,

interface specifications, application

security requirements. • High Level Software Design document

including Software Architecture design,

Logical and Physical Database Design • Low Level Software Design document

including Programming Logic, Workflows • Test Plans and Test cases (including Unit

Test Plan, System/Integration Test Plan,

User Acceptance Test Plan, Security Test

Plan, Load Test Plan) • Software Testing Documentation

(including details of

defects/bugs/errors and their resolution) • User Acceptance Test Cases, Test Data

and Test Results • Periodic data backup and archival post

Go-Live. Backup data should be tested for

restorability on a quarterly basis. • User manuals for Corporation staff • Manuals to be used by Conductors for

addressing issues of ETIMs and other

related stuff • Data generated during the course of this

project • System Software includes all software

components required for running of this

project Tools to monitor the SLAs

• SRS: T + 20 days • T + 2 months

for remaining

documents • Annually

updated Documents

Will be

provided to UPSRTC

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3 ETIM ETIM procurement and deployment plan • T + 30 days

• Delivery of ETIM devices as per plan • T + 45 days (Pilot) • T + 90 days (Complete)

• Inventory reports related to ETIM • Along with SLA

compliance and billing reports

4 Data Migration • Data migration plan • T + 30 days

• Scripts required for importing data that

has been migrated • Actual data that has been migrated • Certificate from UPSRTC Depot incharge

confirming successful completion of data migration

• T + 60 days (Pilot) • T + 90 days (Complete)

5 Cloud Data

Centre(incl. DR)

• Cloud DC and DR establishment plan • T + 30 days

• Cloud DC and DR design documents •

• T + 45 days

• Cloud DC and DR infrastructure

management and maintenance

• Along with SLA compliance and billing reports

6 Depot

infrastructure

• Depot Infrastructure deployment plan • T + 20 days

• Establishment of IT infrastructure at defined locations at UPSRTC including offices, depots, bus stations, etc.


• Inventory details for all components

being provided


7 Network

infrastructure

• Network design plan and related documents

• T + 30 days

• Establishment of network connectivity as required for the project

• T + 45 days

• Reports on Network utilization and SLA

compliance


8 Manpower

deployment

• Manpower deployment plan • T + 20 days

• Deployment of manpower at UPSRTC offices and locations required for functioning of the project


9 Change

Management

• Change management plan • T + 30 days

• Training schedule • Manuals, and other training material • Training of involved UPSRTC and other

staff working on the system


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10 Billing • SLA compliance reports • Documents supporting SLA

compliance • Invoices as per payment milestones

• Every Months

during Phase IV

11 Review • Submission of certification for DC T + 50 days

and DR Facility • Submission of surveillance Report for DC

and DR facility Every year during Phase IV

• Functional testing of all application

software including SLA

T + 120 days ( first time) and

Once in every year during Phase IV

• Application security testing T + 120 days ( first time) and


• VA&PT testing T + 120 days ( first time) and


• BCP / DR drill T + 120 days ( first time) and


12 Support and

Operations • Establishing and supporting

operations of Helpdesk • Establishing and supporting

inventory related operations

• T + 90 days (Complete) • Along with

SLA compliance and billing reports

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6 Project Timelines 6.1 Phased Approach The envisaged project shall be implemented in following phases:

Phase I – Development & Deployment: This phase would start from the date of signing

of contract and would be completed once the required environment is in place for

carrying out pilot. The various activities would include freezing of specifications for

various components of envisaged system and data migration, application software

development, testing, conference room demo of functionality, procurement &

installation of hardware and required system software, network creation, training and

deployment of support staff for pilot. The SI shall start the work on CCC simultaneously.

Phase II – Testing & tuning: This phase would pertain to implementation of the entire

system on Pilot-basis to test it from various perspectives. It would start once the

environment is ready for carrying out pilot and would end when go ahead is received

from UPSRTC for full scale deployment. The pilot will be carried out in one division. The

actual list of depots will be mutually agreed upon with UPSRTC. The pilot will be carried

out with all functionalities being checked to verify working of the system in actual

environment. The purpose of this Phase would be to ascertain all issues that may exist

in the entire workflow/operations and to subsequently rectify them

Phase III – Roll-out: This phase would have the complete rollout of the envisaged

system and all its components including staff across all defined UPSRTC locations. It

would end when all tickets are generated using System Integrator’s system and the

operations have deployed successfully for a period of 2 months.

Phase IV – Full Scale Operations: This phase would continue till the termination of the

contract. The System Integrator would be responsible for the functioning of the system

for a period of 5 years and would also maintain the entire system for the same duration.

Phase V – One Nation One card: This would have phase wise rollout of NCMC based

Smart card with tie up with Bank / Financial Institute. Bidder shall follow NCMC

guidelines released by GOI from time to time.

6.2 Project timelines The table below details the time schedule for key milestones and activities envisaged for

the project. The tentative project plan for the ETIM and ORS implementation is shown in table given as follows.

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# Activity Time 1 Phase I: Development and Deployment T + 60 Days 1.0 Application Software (ORS/PORS/Mobile Application etc.) T + 35 days 1.1 Submission of Software Requirement Specifications (SRS) T + 20 days 1.2 Development and testing of entire application T + 50 days 1.3 Deployment and configuration of application at all locations

including depot required for pilot implementation T + 40 days

1.4 Establishment of Command Control Center T + 45 days 1.5 Submission of application ready for pilot implementation T + 60 days 2 Cloud based Infrastructure Services for Software

Application Deployment T + 50 days

2.0 Design of Cloud based infrastructure deployment Plan T + 20 days 2.1 Hiring cloud-based IT infrastructure Services T + 50 days 3 ETIM T + 60 days 3.0 Submission of plan for ETIM procurement and deployment T + 30 days 3.1 Deployment of ETIM machines required for pilot T + 45 days 3.2 Submission of certification from respective UPSRTC depot

officials ready for pilot implementation T + 60 days

4 Depot Infrastructure T + 75 days 4.0 Submission of specifications and BOM for hardware /

software required at all depots T + 35 days

4.1 Deployment & installation of hardware & system software at locations required for pilot implementation

T + 60 days

4.2 Submission of certification from respective UPSRTC depot officials ready for pilot implementation

T + 60 days

5 Change Management T + 60 days 5.0 Submission of training and change management plan T + 15 days 5.1 Training of required officials including conductors for pilot

implementation T + 30 days

5.2 Submission of training certification from required locations T + 40 days 6 Data Migration T + 120 days 6.0 Plan for data migration, requirements and specifications of

data required for migration after discussion with existing SI and depot officials

T + 30 days

6.1 Verification and confirmation of completeness of data received from UPSRTC

T + 60 days

6.2 Data import and migration completion, ready for pilot implementation

T + 60 days

7 Network Infrastructure T + 45 days 7.0 Submission of Network specifications required for all sites

including Cloud for DC , DRC, depots, etc. T + 20 days

7.1 Completion of network connectivity at all locations required for pilot implementation including primary data centre

T + 45 days

7.2 Submission of networks ready for pilot implementation T + 45 days 8 Manpower Deployment T + 60 days 8.0 Submission of staff deployment plan for all sites T + 20 days

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# Activity Time 8.1 Staff deployment at all locations required for pilot T + 45 days 8.2 Submission Review and approval of staff deployment by

UPSRTC officials T + 60 days

9 Phase II: Testing and Tuning T + 90days 9.0 Commencement of Pilot from the selected pilot locations T + 60 days 9.1 Submission of approval for Go-live for the system T + 60 days 9.2 Deployment and configuration of application at all remaining

locations T + 70 days

9.3 Deployment of ETIM machines at all remaining locations T + 90 days 9.4 Deployment & installation of hardware & system software at

all remaining locations T + 90 days

9.5 Training of required officials including conductors for complete system rollout and operations

T + 90 days

9.6 Completion of migration of all data T + 90 days 10 Phase III: Roll Out T + 150 days 10.1 Go-live for the system 10.2 Staff deployment at all remaining locations T + 110 days 10.3 Establishment of CCC and other components required for full

scale operations T + 120 days

10.4 Third party certification for SLA monitoring system T + 150 days 10.5 Submission of certification from UPSRTC depot officials on

deployment of ETIM, hardware, software, training, etc. T + 150 days

11 Phase IV: Full scale operations T1 + 60 months

11.0 Billing 11.1 Submission of SLA Compliance reports -- 11.2 Submission of documents supporting SLA compliance -- 11.3 Invoices as per payment milestones -- 11.4 Audit -- 11.5 Getting relevant certifications for various components T1 + 3 months 12 Phase V: NCMC Card --

Herein

1. T, as referred above, is the date of signing of contract between selected bidder and

UPSRTC or the meeting conducted by UPSRTC to start the project – whichever

happens earlier.

2. T1, as referred above, is the date of commencement of formal complete roll out of the project i.e completion of Phase -III as authenticated by all regions of UPSRTC

3. Payment for tickets issued through bidder’s system in Phase II and Phase III will be

made as defined in the payment terms of this RFP

4. Bidder shall bear the delta cost of operations beyond Seven months, if the roll out and

implementation i.e. completion of phase III goes beyond the timelines as mentioned

above. This delta cost will be recovered by UPSRTC from the bidder, and will be calculated

as follows: In case of delay over T + 210 days, the payment for ETIM and ORS BOT tickets which

will be made by UPSRTC to the existing SI will be recovered from selected bidder over and above

the penalties as mentioned in SLA in this RFP.

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7 Indicative Bill of Material

The following section provides a minimum indicative list of bill of material for the project.

Bidder shall make its own independent assessment to meet the desired service levels.

However, the final bill of material will not be lesser than what has been provided in this

section.

7.1 Central System, Lucknow S.No Items Software

1 Command Center e- ticketing Application 1

2 Electronic Ticketing Backend Application 1

3 Smart Card System Application 1

4 Online Reservation System 1

5 Public Online Reservation System Applications 1

6 Mobile Application 1

7 ETIM Inventory Management and Maintenance Application

1

8 MIS & Analytics Reporting System Application 1

9 SLA Software Application 1

10 Remote Management System SW @ CCC Application 1

11 BOT Ticket Authentication Application 1

7.2 Head Office S.No Items Central office

1 Laptops 4

2 Laser Jet Printers 1

3 Multi-Function Printer 1

4 Wi-fi Router 1

5 Connectivity Primary - 4 Mbps (BSNL/MTNL) 1

6 Anti-Virus Software 1

7 Infrastructure Audit 1

7.3 UPSRTC, Controlling Committee

S.NO Items Controlling Committee (3nos.)

1 Laptops 3


4 UPS – 1.5 KVA with Batteries 3


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S.No Items Controlling Committee (3nos.)

6 8 port Switch 3

7 Anti-Virus Software 3

7.4 UPSRTC, ETIM Depots

S.No

Item

ETIM Depot (115 no’s)

1 Wi-fi Router 115

2 UPS – 1.5 KVA with Batteries 115


4 Connectivity Secondary 4Mbps (Selection of ISP as per Feasibility Study at Various Location)

115

5 ETIM with Bag at initial stage (without charger) To be provided @110 % of the fleet. At present fleet size may be taken 12500, if in future fleet size increases the SI has to provide ETIM’s for the increased fleet also at the rate 110% without extra cost implications to UPSRTC.

With current fleet size ETIM requirement will be 13750

6 ETIM bags (Mid of the project) To be provided as above. With current fleet size this count is 13750

7 SIM and SAM for Each Machine 13750 at present fleet size 8

ETIM charging Rack (6 unit of 10 bay) with Gang Chargers (10 bay)

230

7.5 UPSRTC, Counter Booking Points (ORS Booking Points)

S.NO

Items

Counter Booking Points (ORS booking points)=250

1 Online reservation system desktop application 250

2 Wi-fi Router 250


4 Connectivity Secondary 4Mbps (Selection of ISP as

per Feasibility Study at Various Location)

250

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5 8 port Switch 250

6 POS Smart card with Reader/Writer (for Card Payment)

250

7.6 UPSRTC, Command Control Center (CCC), Lucknow

S.No

Items Command and control Centre

1 Laptops 3


3 Wi-fi Router 1

4 UPS - 10 KVA with Batteries 1

5 Connectivity Primary - 10 Mbps (BSNL/Railtel/Powergrid)

1

6 Connectivity Secondary 10 Mbps (Selection of ISP as per Feasibility Study at Various Location)

1

7 28 Port Switch 1

8 Operating Terminal for Command Control Center 1

9 Command Center e- ticketing Application 1

10 Video Wall 0 (This requirement has been Withdrawn)

*Consumables as required for all locations such as cartridges, ribbons/tonner will

be provided by the selected bidder. UPSRTC will provide the electric power supply

and bear the electricity bill for any usage of electricity for the purpose of the

project. However, the bidder needs to provide UPS at all requisite sites for initial

backup in case of a power failure as specified in the RFP.

The bidder has to establish its own communication facility for communication purposes

at UPSRTC locations and bills for the same needs be borne solely by them.

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8 Specifications of proposed components of solution The following section details the minimum required specifications of various

components of the proposed solution.

8.1 Minimum Functional Requirements S.NO Requirement

1

The Ticketing software should be powerful, fully configurable and scalable fare manage system that can fit any present or future needs of UPSRTC or requested by Government authorities like QR Code Reader etc for special social passenger with privilege fares.

2

It should be capable of implementing Open Loop Account based ticketing platform. Account based architecture key functions are centralized at the backend

3

The system should allow cross banking connection including card issuing module and acceptance of all cards EMV Contactless banking cards.

4

It should be device agnostic and should provide multi-platform solution including mobile ticketing, ticketing through booking server, through self- service ticketing machines, validators and applications as well as through ETIMs issued to conductors and Inspector ticketing machines all operated simultaneously.

5 All the devices deployed should connect directly to ARC servers even without station and depot infrastructure.

6

It should be capable of integrating Bio-metric features that may be deployed as more secure technologies of future.

7

There should be possibility to connect Public Transport Operations to this system bringing inter-operability among various modes of Transport systems deployed in the country

8

System should provide cloud-interface for transit UPSRTC employees as well as for passengers with functionality to track history transactions. System should also provide deny and access list management functionality.

9

It should be flexible and capable of accepting following fare media : QR codes issued by AFC system and connected to accounts of customers in AFC system, EMV contactless bank cards with payment from bank account, RFID cards issued and personalized by AFC System. System will bring possibility to accept payment by 3rd party issued QR codes etc.

10

It should be able to accept taps from validators, accumulate, process fare logic aggregate transactions and switch final transactions to multiple banks and payment providers.

11 It should support ISO 8583 protocol and should be installed in PCI DSS compliant environment.

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S.NO Requirement

12 System and its components should be compliant to regulations of India and International payment schemes in Transit ticketing.

13

System should have Card issuing, Card personalization for bulk or instant travel. System should provide flexibility to accommodate and integrate existing card management and fare on ETM and cloud interface of the customer.

14

Connectivity should be provided to all depots such that ETMs must update server information once it reaches depot. Depot connectivity is part of project implementation.

15

System should provide flexibility to assign ETM on different routes and to different conductors for operation flexibility. Also once the ETM / Validators connect to servers it can have updated fares, deny and access lists in neaer to online mode or once it receives connectivity.

16 Solution should have separate mobile app for UPSRTC management that can provide reporting information on the run.

17

Solution should have SMS and email notification capabilities for users. So that Electronic Slips can be sent to customer via MSS and email. This will also reduce the cost of print and paper consumption. System should track all user activity and provide audit capabilities for security.

18

In case of use of Validators, system should record the Tap on the validator along with GPS co-ordinates to enable back office to process zone of boarding and un boarding of the passenger automatically without human interaction.

19 Solution should also have provision to add additional parameters for fare calculation if needed (manual)

8.1.1 Switching Server

The System should accept multiple fare media, process taps, detect type of payment,

process fare rules, combine it to transaction and route to specific payment provider host.

S.NO Requirements

1 System should support ISO 8583 standards.

2 System should have flexible gateway rules so as to integrate with 3rd party

payment providers.

3 Should receive response from payment provider, store response in database for

reconciliation purpose.

4 Make automatic re-conciliation on periodical schedule.

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S.NO Requirements

5 Interact with national and international payment network and other networks

for processing authorization requests.

6 Interact with core banking system of the financial institutions that are hosted in

the backend system.

7 Interact with financial institutions own switches or with those owned by other

financial instructions that are connected to the existing or new system that may

be required by UPSRTC

8 Process Authorization request from ETM / Validators / Kiosks / Wallets and

other systems such as internet banking and e-commerce systems.

9 Accept and permit route authorization requests according to

routing configuration.

10 Should perform stand-in authorization when Bank is not available.

11 Should apply transaction filtering rules.

12 Exchange cryptographic keys with terminals to ensure secure communication.

13 Should log and monitor transactions.

8.1.2 Minimum specifications ETIM device and application S.NO Requirement

1

These units shall be handheld devices which will be carried on UPSRTC Buses by Bus crew. ETIMs can also be used for sale of Tickets at Bus stops/terminals.

2

The unit shall be designed and configured to cater to all types of operations including Interstate, inter-city and special category buses operating on flat fare structure, etc.

3 The unit should have provision to login by Conductor as well as by Inspector.

4

Conductor should be able to login and download desired data of Routes / Fares etc using Wifi / GPRS connectivity at the Depot or at the routes.

5 Similarly Route Inspector should be able to login at the Checking points to down load the Reports and Ticket Data as desired.

6

Provision shall be available to download & store a minimum of defined Route details each consisting of defined stages with alphanumeric name description and fare.

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S.NO Requirement

7 ETIM shall be capable of handling multiple routes as per duty planned for the day

8

ETIM shall be able to print the ticket as per the specified format. Every ticket shall have a unique ticket number generated. The ticket number shall be of defined digits with the combination of ETIM code, Bus Number, Date & the serial Number. Tickets issued by the ETIM(S) shall have a legible print by use of an adequate font size in order for the commuters to read the same easily.

9

ETIM shall be able to generate ticket with the minimum keystrokes for easy & effective operations. The selection of ticket data like destinations, no of passengers, type of tickets etc should be in multiple languages.

10

ETIMs shall be able to issue a group ticket i.e. it shall be able to accept the number of persons, number of full tickets, number of half tickets in a group and compute the fare accordingly and issue a single ticket.

11

ETIMs shall be able to issue the luggage tickets and child tickets. Following information shall be captured while issuing these types of tickets

12

ETIM Should have provision to accept Fare through multiple modes. Like Cash, Existing cards issued to passengers, debit cards, QR Codes, open loop systems and/or cards like NCMC which may be required as per laws and regulations.

Type of ticket (Luggage, child tickets, etc)

Route Number

Source/origin

Destination

Time stamp & date

ETIM Unit Code

Bus ID

Fare

13

The conductor shall be able to record the following information

Type of Ticket

Category ID (In case of child Ticket)

Destination ( In case of child Ticket)

Fare

14

ETIMs shall have a facility to print the repeat tickets with press of only one button on the key pad. That is for the cases where two separate passengers’ source & destination are same. Each ticket shall have a unique ticket number.

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S.NO Requirement

15

The ETIM should be GPRS enabled. It should be able to transfer ticketing data over GPRS to the central server in batches over stipulated time periods. Similarly should be capable of downloading data of black list cards data from server from time to time.

16

ETIMs shall be capable of issuing tickets on a non-standard route/fallback route, in case of non-adherence to pre-fed routes due to any reasons. In this case, the ticket will only have the time stamp, ETIM unit code and the fare denomination on them based on the fare stages defined.

17 ETIMs shall provide a facility to compute the refund amount as per business rules of UPSRTC operations.

18

Business rules for fare stages, fare structures, various routes, etc. shall be configurable. ETIMs shall have facility to compute the fare as per the fare stages defined by UPSRTC.

19

At the end of every trip, ETIMs shall be able to print the Trip Summary Report and Log sheet and break up of all types of transactions, total revenue, expenses like Toll payment etc.

20

ETIM should be capable to ensure that all the ticketing data is encrypted and pushed to the central server with 0 data loss. There should be no need to manually download data at the bus depots. Manual data download should only be required in case of a hardware or software problem in the ETIM machine or if complete data could not be uploaded on the central server.

21

There should be provision to download the data using wifi at the Depots. So in case of non-connectivity during trips to interior routes where there is a limited GPRS connectivity, ETM should be able to send the details to servers using local wifi at the depots.

22 ETIMs shall provide facility to enter the ticket Inspector employee ID and generate inspection report with Date & Time stamp.

23 ETIMs shall have an access control mechanism build in to facilitate authentication and authorization.

24

ETIM should be able to authenticate the RFID based Smart Card passes. The ETIM should also capture for the Pass holder.

Ticket Classification (i.e. indicate that this is an ETIM ticket).

Pass category ID

Destination

25

If free traveller, then following information will be captured

Ticket Classification (i.e. indicate that this is a free traveller ticket).

Free traveller category ID (i.e. Police Warrant or Other)

Destination

The conductor shall record the above information with minimum keystrokes.

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S.NO Requirement

26 The ETIM should be able to print a 0-value ticket against the Smart card pass.

27

Conductor should be able to record in the ETIM, the ticket number of the tickets sold from the ticket counters at the bus station. This functionality should be designed in such a way that minimum keystrokes shall be required by the conductor to record the ticket number.

28 The ETIM should be able to record the details of ticket sold through ORS system.

29

All the ETIMs shall be docked at respective depot / Base Station at the end of the day. The ETIMs shall be fed with unique code, to identify that the tickets are issued from valid ETIMs and thus controls the misuse of the ETIMs. This number will be randomly generated unique number and entered every day at Base Stations, before issuing the ETIMs to UPSRTC conductors.

30 All ETIMs shall also have an asset id / code on their body for identity

31 Data exchange facility shall be provided between ETIM to Local computer and with Server.

32

The list of minimum inputs attributes to be captured through these ETIMs are:

Category of Buses

Source

Destination

No of people for Group ticket.

No of Full tickets & No of Half tickets in a group.

Full ticket

Half Ticket

Number of Day passes sold.

Child ticket

Date & Time stamp

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S.NO Requirement Fare

Fare stages

Route structures

Bus Number

Trip Code

Conductor Name / ID

Driver Name / ID

Ticket Inspector ID and Time stamp of checking

Luggage charges

Minor Repairs & maintenance during the trip

Terminal fee

Toll taxes

Refund

35 ETIMs shall be provided with the off-board charging facility in the depots.

36 ETIMs shall be designed keeping in view the mobility, usability and robust operations.

37 LCD/ LED display should give clear view in night and day.

38 The ETIM shall support ‘Kruti Dev’ font on display.

39 The keyboard of the ETIM shall be backlit for easy night operation.

40 ETIMs shall be provided with waterproof, dust proof, heat resistant and shock proof pouch.

41 The ETIMs shall be provided with proper casing with a strap

8.1.3 Minimum Requirements for ORS S. No. Requirement

1 Web based Online Reservation Software (ORS) should be provided for

passengers booking tickets online.

2 The system should allow one way trip, round trip and multi city trip booking

through the ORS.

3 The ORS should allow users to register on the system. Their profile, past travel

details etc should be maintained and be available to him/her whenever he/she

wants to access the same after logging in to the system.

4 The ORS should have a feedback mechanism where the passengers can rate the

services offered by UPSRTC

5 Randomly selected passengers should be prompted to provide a feedback using

a small questionnaire to improve UPSRTC's services

6 The ORS system should identify a user on login and prompt / suggest user with

latest fare and availability of the same trip.

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S. No. Requirement

7 For searching source and destination on the portal, text box with intelligent

auto suggest feature. In case the user is searching for a location that is not

covered by any service, the system should suggest him the nearest location

where he can avail the service from.

8 The system should provide space and feature for advertisement content

management on the portal.

9 The system should have facility to provide ORS booking details on ETIM before

handing over ETIM to conductor. The ETIM should also be capable of

downloading using GPRS connection, the list of the passengers who have done

an advance reservation in the bus.

10 System should be able to cater to Business rules regarding

Reservation/cancellation

11 Web enquiry for seats availability, fare, routes, en-routes stops, Arrival and

departure time etc.

12 Advance Booking, Full/Partial Cancellation of tickets, and advancement and


13 Interface to payment gateway for Internet booking using credit/debit

card/Smart cards/virtual cards, internet banking etc. However, BIDDER should

take note that the service / transaction charges payable to the banks or any

other authority will not be borne by UPSRTC. The system should accept all visa

and MasterCard.

It should comply with all online transaction legislations / standards.

All refunds for online transactions shall happen only online and cash refund

should be restricted.

In case of booking from counter with cash payment, the refund can be made

from the same counter in cash.

14 Printing of tickets/cancellation voucher and other related reports.

15 Provision to print ticket details in Marathi and English.

16 Enabling Blocking of seats or issuing ticket for reserved quota.

17 Applying concessions applicable for ORS as per the rules of UPSRTC.

18 System should provide waiting list facility and automatic confirmation of wait-

listed passengers in case of cancellation of reserved seats.

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S. No. Requirement

19 Provide Tatkal reservation facility with special charges for specified period.

20 Centralized control of Stage & Fare tables, Fare revision, various concessions,

ticket cancellation rules, fare charging rules, bus service type, bus stops, route

master, user privileges etc.

21 Facility to capture Passenger data such as name, gender, age, pass / authority

no. date etc.

22 System should provide seat layout view and allow user to select available seat

by clicking the preferred seat.

23 The ticketing System will have view / print facility for Seat Vacancy Position

(route wise, clockwise, starting place wise).

24 Depot wise/Authorized Booking Counter wise revenue collection,

cancellations reports etc.

25 Reconciliation of revenue collection made by authorized third party online

travel agents and the remittance deposited by them.

26 Automatic locking of booking facility provided to authorized online travel

agents etc if the limit is exceeding the permissible limit.

28 Providing accurate and user-friendly accounting system

29 The security for the access to the application must be provided centrally with


updates/ amendments and deletions for security audit.

30 System shall facilitate booking of entire bus by passengers (group booking). The

information required for such booking i.e. bus type, fare charges, no. of adults &

child and other charges etc. shall be provided online and the system shall

facilitate online booking of entire bus.

31 End day procedure for processing information and generating MIS in report

formats.

32 Provision for getting information of various types of concessions given to

traveling passengers.

33 All transactions should be processed by using keyboard and short keys are to

be provided to carry the functions of mouse.

34 Multi level user authorization and authentication with appropriate User

Profiles, Rules and Roles.

35 Facility to provide information and alerts on route wise, bus station wise time

table, seat availability, fare, to Passengers on mobile phones, web notification

etc

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S. No. Requirement

36 Past data analysis capability for Dynamic and effective decision-making in the

future.

37 Based on the above data the software will generate various types of reports —

text and graphics on daily, weekly, fortnightly, monthly, yearly basis or as &

when required for the use of various stakeholders such as the Corporation,

agents, network, payment gateway, authentication, back office and other

service providers.

38 All operational, MIS and Revenue reports for a specified period. (Booking centre

wise, Service wise, Operator wise, depot wise, API’s wise etc.)

39 System should provide the facility for editing, or creating new reports for

specified period as & when required and conversion of the same into text format

or spread sheet.

40 The system should support remote management. It shall be possible to monitor

and tune the system remotely.

41 Comprehensive audit trail, logging and reporting.

42 The security solution must be capable of comprehensive logging of the traffic

through the network and applications under its control. It should be capable of

notifying unauthorized logging access attempts in to the network and the

System internal resources, and attempts to login that fail. So also be capable of

notifying appropriate parties including the organization

users/UPSRTC/users/System Security Administrators etc of suspicious

activity.

43 The system should support printing on any printer —, laser, inkjet or pre-

printed or plain paper who book tickets through net/web.

44 The system shall provide user management services and service enrolment

features to enable the user to register with the portal. It should also provide

secured mechanism for user identification, transaction integrity, security etc.

45 The ORS for Counter Booking should have secure login facility based upon

their system’s digital ID in order to prevent fraudulent practices.

46 The system should have the functionality to:

Define user groups

Define users

Map users to groups

Assign the users a role and privileges in the applications

Assign the menus/forms/functionalities in the system to the users/groups

Grant/impose data based access/restrictions to the users. e.g. for specific

operations etc.

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S. No. Requirement

Define menus and attach such menus to users/ groups.

Disable / re-enable users / groups from the system

Disable / re-enable modules within application

8.1.4 Minimum Requirements for client software

S. No. Requirement

1 The ticket counter should be capable of issuing tickets with confirmed seat

number on normal buses which originate from the ticket issuing bus station.

2 The ticket counter should be capable of issuing tickets with confirmed seat

number on normal buses which do not originate from the ticket issuing bus

station. However this feature shall be used at the later stages of maturity of the

system.

3 Tickets without confirmed seat number shall be issued from the bus stations

for all buses.

4 The ticket counter should also be capable of carrying out reservations on buses

covered under the ORS system.

5 The ticket counter system should have secure login facility based upon their

system’s digital ID in order to prevent fraudulent practices.

6 The ticketing system at the counter should be accessible only on

authentications by the counter operator.

7 The system should be able to record the total hours of operations of the

counter and the same should be recorded at the central server.

8 The system should have features to ensure that it cannot be accessed from any

other machine other than the ones that are registered at the central server.

9 The counters should have ability to work in an offline mode in case of non-

availability of connectivity. However in such scenarios reserved tickets cannot

be issued.

10 The counter system should be able to record the attendance of the operators

in various shifts.


Reservation/cancellation

12 The counter operator should be able to query for seats availability, fare, routes,

en-routes stops, Arrival and departure time etc. while issuing the ticket.

13 The counter ticketing system should be designed such that the operator can

issue tickets with minimum key strokes where each ticket issuance should not

take more than 10 seconds

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S. No. Requirement

14 In case where bus stations have multiple counters, the same tickets can be

issued from any of the counters.

15 The system should be intelligent to predict load and number of active counters

required at each bus station during the hours of operations based on the past

data.

16 For very long distance buses, the conductor should be able to deposit the cash

for all closed tickets recorded in his ETIM at any counter at any bus station.

This cash shall be deposited at the nearest depot by the counter operator with

the daily collection of the counter.

17 The counter tickets shall be printed on the same ticket rolls as used in the

ETIMs using a USB based 2" Thermal printer.

18 The counters shall have desktop based (USB) RFID smart card reader / writer

for issuing the passes.

19 The details of the smart card user should be entered in to the system before

issuing him the RFID smart card

20 The system should be able to track the trips carried out by the smartcard

holder.

21 The counter should be capable of Full/Partial Cancellation of tickets, and

advancement and postponement of journeys.

22 Printing of tickets/cancellation voucher and other related reports.

23 Provision to print ticket details in Marathi as well as in English.

24 Enabling Blocking of seats or issuing ticket for reserve quota.

25 Web / Browser based facility for computerized reservation of tickets.

26 Concessions applicable as per the rules of UPSRTC.

27 Centralized control of Stage & Fare tables, Fare revision, various concessions,

ticket cancellation rules, fare charging rules, bus service type, bus stops, route

master, user privileges etc.

28 Facility to capture Passenger data such as name, gender, age, pass / authority

no. date etc. For a registered ORS user, the system should be able to capture

his user ID.

29 The ticketing System will have view / print facility for Seat Vacancy Position

(route wise, clockwise, starting place wise).

30 Counter / Counter Operator / Bus Station / Depot / Authorized Booking Agent

wise revenue collection, commissions, cancellations reports etc.

31 Reconciliation of revenue collection made at the ticket counters and the

remittance deposited by them at the respective depot

32 Providing of accurate and user friendly accounting system

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S. No. Requirement


suitable authentication/architecture. Audit trail must be maintained for all

data updates/ amendments and deletions for security audit.

34 End day procedure for processing information and generating MIS in report

formats.

35 Provision for getting information of various types of concessions given to

traveling passengers.

36 All transactions should be processed by using keyboard and short keys are to

be provided to carry the functions of mouse.

37 Multi-level user authorization and authentication with appropriate User

Profiles, Rules and Roles.

38 Facility to provide information and alerts on route wise, bus station wise time

table, seat availability, fare, to Passengers on mobile phones, web notification

etc.

39 Data Warehousing and Data Mining facility for Dynamic and effective decision-

making in the future.

40 Based on the above data the software will generate various types of reports —

text and graphics on daily, weekly, fortnightly, monthly, yearly basis or as &

when required for the use of various stakeholders such as the Corporation,

agents, network, payment gateway, authentication, back office and other

service providers.

41 All operational, MIS and Revenue reports for a specified period. (Booking

centre wise, Service wise, Operator wise, depot wise, agent wise etc.)

42 System should provide the facility for editing, or creating new reports for

specified period as & when required and conversion of the same into text

format or spread sheet.

43 The system should support remote management. It shall be possible to

monitor and tune the system remotely.


45 The security solution must be capable of comprehensive logging of the traffic

through the network and applications under its control. It should be capable

of notifying unauthorized logging access attempts in to the network and the

System internal resources, and attempts to login that fail. So also be capable of

notifying appropriate parties including the organization users/UPSRTC

users/System Security Administrators etc of suspicious activity.

46 The system should support printing on any printer — dot matrix, laser, inkjet

or pre-printed or plain paper who book tickets through net/web.

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S. No. Requirement

47 The system shall provide user management services and service enrolment

features to enable the user to register with the portal. It should also provide

secured mechanism for user identification, transaction integrity, security etc.

48 The ticketing system at the counter should be able to capture the user ID of a

registered user of the ORS system

49 The system should have the functionality to:

a. Define user groups

b. Define users

c. Map users to groups

d. Assign the users a role and privileges in the applications

e. Assign the menus/forms/functionalities in the system to the users/groups

f. Grant/impose data based access/restrictions to the users. e.g. for specific

operations etc.

g. Define menus and attach such menus to users/ groups.

h. Disable / re-enable users / groups from the system

i. Disable / re-enable modules within application

8.2 General Requirements The successful bidder selected shall perform the following key scope of services during

the contract period:

S. No. Requirement

1 Provide robust and durable ETIMs (with complete accessories and charger) as

per the minimum technical specifications provided in RFP including carrying out

the activities incidental and relating thereto.

2 Provide, operate and maintain ETIM charging infrastructure, such as gang

chargers for charging of ETIMs and spare batteries at each bus depot.

3 Supply and maintain depot infrastructure comprising of gang chargers and

inverters at bus depots.

4 Provide, operate and maintain inverters with optimum backup for charging of

ETIMs at each bus depot.

5 Handle ETIMs in depots which includes, inter alia, issue and receipt,

maintenance and other activities to keep ETIMs in good working condition.

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S. No. Requirement

6 Provide supply of thermal paper rolls (as per specification), for testing

purposes.

7 Undertake maintenance, repair, replacement, keep enough spare parts and other

incidental activities relating to the ETIMs including components, batteries and

accessories during the Contract Period. All spares including batteries will be

provided by the ETIM Vendor, as part of maintenance support.

8 Maintain a helpdesk, to record defects/complaints with respect to the ETIMs and

associated services. The ETIM Vendor will create a maintenance team, with its

manpower deployed at depots providing the first level of support.

9 Deploy manpower with relevant experience and qualification in depots to handle

ETIMs including charging of ETIMs/batteries, issuance and receiving ETIMs to

conductors, through authorized officials of UPSRTC. The manpower will be

deployed by the ETIM Vendor to cover the entire operational period of buses, as

well as charging of ETIMs.

10 Manage installation/replacement of SIMs in the ETIMs.

11 Maintain adequate stock of spare ETIMs, batteries and any other spares at

each depot.

12 Ensure that the battery charge in the ETIM last for the entire operation of bus.

The ETIM Vendor will provide appropriate solution for smooth functioning of

ETIMs during all types of operation (City, extraordinary load on festival

days/holidays, etc.), which may include providing charging facility on some/ all

buses, providing spare battery to conductors with easy battery change

mechanism, etc.

13 The ETIMs and related infrastructure shall be transferred to UPSRTC, in good

working condition, free of cost at the end of the Contract Period.

14 The contractor shall verify by analysis, testing and system demonstration as

required, the various requirements including operability, safety requirements

stated in the specifications.

15 The Purchaser would test any random ETIM machine and other on-bus,

depot or control centre equipment from each lot procured by the bidder,

in a govt. approved laboratory at bidders’ cost.

16 The system shall be highly scalable to accommodate expansion due to

integration with UPSRTC’s e-Ticketing systems of other transit operators in

future.

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S. No. Requirement

17 The system shall operate in compliance with the business rules of purchaser and

shall be designed to accommodate any changes in the business rules.

18 The system software shall be provided to purchaser with perpetual license.

19 The proposed hardware and software solution shall ensure Vendor

independence delivery of modules and equipment as far as possible.

20 Use of standard commercial off the shelf (COTS) products and software

encouraging use of non-proprietary items

21 Proven hardware and software platforms

22 Flexibility and configurability to allow the installed system to be easily modified

to accommodate a multi-operator environment including the application of any

government policies to be adhered to.

23 System security to provide protection against fraud, data theft, falsification of

data, external threats, false accounting and unauthorized access etc.

24 Supply of Software and Hardware components along with spare and test

components. The bill of material included in the RFP will be indicative and

service provider may add components to the list to meet the solution

requirements.

25 Service provider shall design the system as per the functional requirements

stated in this document. The design life period of the system shall be at least 10

years in terms of selected technology, future upgrades, security considerations,

scalability and future upgrades in-case required after completion of contract

period.

26 The system shall be designed based on service-oriented architecture, adopt to

non-proprietary open standards for seamless integration with external

applications such as Intelligent Transport Management System, Mobile

applications etc. in future.

27 The service provider shall provide technical assistance during operations and

maintain the system during contract period to ensure the performance as per the

defined SLAs,

28 The service provider shall follow the schedules of works and supply and shall

complete the sections of the works by the key dates set out in the tender

document. Schedule of key dates are provided in the Project Timelines section.

29 The service provider shall supply, install and commission the networking

equipment and cables for setting up network. The service provider shall ensure

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S. No. Requirement

the connectivity among various remote components of system such as ETIM

machines with central back office system as per the SLA.

30 The service provider shall make adequate arrangement, in case of exceptional

circumstances, to replace machine in the bus in-case the ETIM machine is not

working while bus is on route.

31 The service provider shall prepare, update and submit all documentation

required to cover all phases of the service provider’s scope of work.

32 The service provider shall prepare, update and submit all documentation

required to cover all phases of the service provider’s scope of work.

8.3 Functional Requirements 8.3.1 Minimum specifications ETIM device

# Requirement

1

These units shall be compact hand held devices so that can be carried and operations can be handled with ease.

2 The device should have at least 5 inch of display with back lite with LED for easy viewing in dark as well as in sunny environment.

3

Device should have built in GPRS / Wi-fi connectivity for communication with Central server as well as for local Systems at the Depots.

4

ETIM shall be capable of handling all routes as per duty planned for the day. The processor should be Quad core processor with 1 GB RAM for multitasking

5

ETIM should have 2 inch Thermal Printer to be able to print the ticket as per the specified format. Every ticket shall have a unique ticket number generated. Tickets issued by the ETIM(S) shall have a legible print by use of an adequate font size and local language for the commuters to read the same easily.

6

Each ETIM shall have a unique serial no and should be able to generate ticket with the minimum key strokes for easy & effective operations. The ticket number shall be combination of ETIM code, Bus Number, Date & the serial Number.

7

ETIMs shall be able to issue a group ticket i.e. it shall be able to accept the number of persons, number of full tickets, number of half tickets in a group and compute the fare accordingly and issue a single ticket.

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# Requirement

8

ETIMs shall have a facility to print the repeat tickets with press of only one button on the virtual key pad. That is for the cases where two separate passengers’ source & destination are same. Each ticket shall have a unique ticket number.

9

ETIMs shall be capable of issuing tickets on a non-standard route/ fallback route, in case of non-adherence to pre-fed routes due to any reasons. In this case, the ticket will only have the time stamp, ETIM unit code and the fare denomination on them based on the fare stages defined.

10 ETIMs shall provide a facility to compute the refund amount as per business rules.

11

Business rules for fare stages, fare structures, various routes, etc. shall be configurable. ETIMs shall have facility to compute the fare as per the fare stages defined by department.

12

ETIM should accommodate at least 12 meters of Paper Roll with 35 mm dia paper. So that it can cover Tickets for City routes as well as long route journey operations. At the end of every trip, ETIMs shall be able to print the trip report and log sheet of all transactions of the Trip.

13 At the end of every trip, ETIMs shall be able to print the trip summary report.

14

ETIM should be capable to ensure that all the ticketing data is encrypted and pushed to the central server with 0 data loss. There should be no need to manually download data at the bus depots.

15

ETM should have built in 2G/3G/4G GPRS so that all the ticketing transaction data shall be loaded from ETIM machine to central server after issuing every ticket. The frequency of data upload shall be configurable parameter. The system should have capability to change this interval dynamically without causing any disruption to operations.

16

ETIMs should have built-in camera to scan QR codes. So that details of Inspector / Conductor / Employee ID etc can be read. Also duty allotment can be read through QR codes.

17

ETIM should have built in RFID reader to be able to authenticate the RFID/ISO14443 based Smart Card Passes. And also facilitate authentication and authorization.

18

The ETIMs serial no and IMEI nos can be Registered in the Back-end system. So only the ETIMs registered with the System can communicate with servers ensuring the tickets are issued from valid ETIMs and thus controls the misuse of the ETIMs. All ETIMs shall also have an asset id / code on their body for identity.

19

ETIM should have built in Wifi so that Data exchange can be enabled between ETIM to local system/server using local connectivity at Depots.

20 The list of minimum inputs attributes to be captured through these ETIMs are:

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# Requirement

• Category of Buses

• Source

• Destination

• No of people for Group ticket.

• No of Full tickets & No of Half tickets in a group

• Full ticket

• Half Ticket

• Number of Day passes sold

• Child ticket

• Student ticket

• Date & Time stamp

• Fare

• Fare stages

• Route structures

• Bus Number

• Trip Code

• Conductor Name / ID

• Driver Name / ID

• Ticket Inspector ID and Time stamp of checking

• Minor Repairs & maintenance during the trip

• Toll taxes

• Refund

21

ETIMs shall have compact design keeping in view the mobility, usability and robust operations. The display should be minimum 5 Inch with back lite display giving clear view in night and day.

22

ETIMs shall have protection cover for dust and heat proof operations and should belt so that dropping and falling of devices can be minimized.

23 The ETIM device should be able to download the denial list on device from the UPSRTC central system on defined interval.

24

ETM should have 1 GB of RAM and atleast 8 GB Flash so that it Shall be capable of storing ticket data and showing the transaction history and number of ticketed customers at any time.

25 Should support secure login using ID/ PIN for crew

26

Should have provision to extract transaction data from ETIM machines in offline mode or communication error due to fault in ETIM machines

27

Should have capability to transmit real time battery status, ETIM health, count of tickets issued to central back end system for real time reporting to UPSRTC management as per the agreed interval. The data elements to be transmitted and frequency shall be finalized after discussing with UPSRTC during design phase.

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# Requirement

28 Should have capability to conserve battery during idle time either by invoking auto shut down or sleep mode.

29 Should have capability to raise alert on tampering of hardware or software.

30

Should have capability to generate end of shift report for conductor. At minimum, the report shall contain number of tickets issued in the bus and total revenue collected at any point in time for end of day reconciliation.

31

Should have capability to change the conductor / route / direction etc. dynamically over the air as well as manually and same shall be reflected in the tickets issued

32

Should have capability to update fare rules, fare tables dynamically over the air and the same should be reflected in the tickets issued. The device should support over the air updating of master data, application, hotlist and other configurable parameters for seamless operations.

33 ETIM to support read / write of Contactless Smart cards of both Type A and Type B, confirming to ISO 14443 specifications.

34 ETIM shall support EMV / qsparc / NCMC based fare media.

35

To achieve NCMC common mobility, the service provider shall modify the software to read / write / validate any existing or proposed common mobility smart cards issued by State Government or MoUHA/ smart cards (confirming to A or B) issued by Central Government under various government schemes/ Smart cards (Confirming to A or B) issued by Other PTOs in UPSRTC.

36 Service provider shall be responsible for daily operations such as issuing, receiving and charging of ETIM machines.

37

In case NCMC Smart card, the ETIM shall validate the validity of pass and commuter specific data and accordingly approve or reject the transaction.

38

The ETIM battery should be at least 7.4V 3000 mAh or higher. This will ensure that it can run long route operations for at least 48 hours without intermediate charging. Adequate Chargers should be provided along with each ETIM so that the batteries can be fully charged with 3 hours of charging.

39

The entire information regarding cash collection in-bus through ETIM shall come to the central back-end application and collection summarization reports must be generated and given to UPSRTC in a specific encrypted format on real time or on defined frequency.

40

ETIM shall have fare calculation module to determine the fare between the source and destination bus stops. While calculation it should also consider the factors like type of bus i.e. regular bus, limited or AC bus etc.

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S.NO Requirement

41

Should have capability to update fare rules, fare tables dynamically over the air and the same should be reflected in the tickets issued. The device should support over the air updating of master data, application, hotlist and other configurable parameters for seamless operations.

42 ETIM to support read / write of Contactless Smart cards of both Type A and Type B, confirming to ISO 14443 specifications.

43

Fare calculation module shall use fare tables downloaded to ETIM, etc. from Level 3 Back office solution for AFC system at a pre-defined interval

44 This module shall calculate the fare and ticket shall be generated with required fare amount.

45 In case of QR Code based tickets, the ETIM shall be capable of reading QR Code from mobile device or paper media

46

Fare calculation module shall use fare tables downloaded to ETIM, etc. from Level 3 Back office solution for AFC system at a pre-defined interval

47

The operating system Android should meet following functional specifications:

1. Shall support multi-tasking and multi-threading.

2. Seizing of a single resource by more than one competing process.

3. Locking of resource (modem, file) to prevent seizing by another process in case one process is using it.

4. Unlocking of resource to allow another process the usage of the resource.

5. Scheduling to allow the usage of single resource by competing processes.

6. Forced unlocking of resource if a process seized it and crashed without freeing it.

7. Capability of upgrading application and configuration data over the air directly from the Backend server.

8.3.2 Minimum requirement of Paper Tickets

# Requirements

1 Paper ticket shall be generated through ETIM machines.

2 Paper ticket shall have following details as minimum:

• Logo

• Header

• Ticket Number / Media ID

• Ticket type such as Single journey etc.

• Source and destination station name

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• Data and timestamp

• Validity

• Fare amount

• Footer

8.3.3 Minimum Requirements for ORS

S.NO Requirement

1 Develop ORS Application which meets the requirement of UPSRTC.

2 Provide enhanced Security features like encryption of the data, preventing the

virus/hackers attack.

3 Provide payment modes like CC/DC payment facility, Wallet integration, QR Code

and payment gateway facility with proper reconciliation process at depot level.

4 The user and reporting interface will be intuitive, web-enabled and compatible

with latest versions of internet browser (such as IE, Firefox, Google Chrome &

Safari).

5 ORS should have android application and booking android POS, that can be

deployed within agent network or in ticketing offices.

6 Issued tickets should have encrypted QR code with booking info for customer

identification.

7 The system should be capable to enter and store basic seat number, class, route,

date and additional information (like Citizen ID, birthdate or other on request)

for each issued ticket.

8 The system should allow one-way trip, round trip and multi city trip booking

through the ORS.

9 The system should allow to purchase prepaid packages for specific route (for

frequent travellers).

10 The system should have facility to provide ORS booking details on new ETIM

before handing over ETIM to conductor. The interface developed should be

capable of performing the functions like uploading and downloading of data, like

capture advance booking details from the ORS and pass it on to the ETIM’s.

11 Online reservation booking facility should be accessible to authorized ticket

booking agents and online travel agents with all security checks, access

permissions and Restricting agents to cross prescribed financial ceiling

permissible for reservation booking.


Reservation/cancellation/Advance Booking, Full/Partial Cancellation of tickets,

Waitlist, Preponement and postponement of journeys.

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S.NO Requirement

13 All ORS users should be able to change their password periodically. Alerts in this

regard should be sent to users periodically.

15 Enabling Blocking of seats or issuing ticket for reserved quota.

16 Applying concessions applicable for ORS as per the rules of UPSRTC.

17 Automatic locking of booking facility provided to authorized booking agents, if

the limit is exceeding the permissible limit.


19 All the reservation and current tickets should be issued with proper validation of

Wallet/ Smart Card.

8.3.4 Minimum Requirements for PORS

UPSRTC is having PORS i.e. www.upsrtconline.co.in and also official interface provided

through UPSRTC’s Websitewww.upsrtc.com

S.NO Requirement

1 All the basic facility related to bus booking/cancellation of the UPSRTC buses

online.

2 Passenger should be able to book ticket on OTP based guest login.

3 An E-wallet facility for the passengers up to INR 2000 without KYC.

4 Ride miles points should be added into their wallet account against the respective

journey.

5 Facility to display concessional scheme and amenities on home page.

6 Users should have a facility to Print / SMS / E - mail Ticket.

7 Passengers should be able to track their refund status via PNR/Mobile

8 Dynamic searching (today, tomorrow and next 7 days seat status with fare) and

vice versa.

9 PORS application should integrate with the payment gateways, wallet and QR

code as and when the same are integrated by UPSRTC.

10 Integration with UPSRTC Smart card and mobile cards for paper less journey

11 Web enquiry for seats availability, fare, routes, en-route stops, Arrival and

departure time etc.

12 Integration with EMV contactless bank card for frequent travellers (card can be

used as a fare media for customer identification).

13 Account management system to allow frequent travellers to top up account and

pay directly from transit service account.

15 Advance Booking, Full/Partial Cancellation of tickets, and advancement and

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S.NO Requirement




updates/amendments and deletions for security audit.

17 Prevention of the unauthorized virus/hackers.

18 An admin console report of passengers i.e. city wise, country wise, amount wise,

device and other related queries for preparation of route/schedule in future.

19 All the reservation tickets should be issued with proper validation of Wallet/

Smart Card

8.3.5 Minimum requirement of Command Control Center System The back end Control Center System consists of the core components for daily operations

of ETIM & ORS system. The system shall be used to set configuration parameters (such as

tariff, device configuration, product configuration, user configuration etc.) that would be

required to operate the system. The system would host all the information required for

processing the fare media within the transit ecosystem. It shall function as a Management

Information System (MIS) and as a communication layer between depot devices and

External Interfaces

S.NO Requirements

1 The Central Back-Office system shall generate the necessary management

reports from the fare media transaction information received from the Depot

devices.

2 The Central Back-Office system shall hold and download the fare media

parameters and fare table information to each ETIM devices.

3 The Central Back-Office System shall communicate with each device via network

and process the data received to provide overall audit, statistical and operational

information.

4 The data transferred from the devices to the Back-Office shall include, as a

minimum, information such as usage of equipment’s commissioning, various

transaction, EOD shift summary, Ridership numbers, Shift revenue, fault reports.

5 The Central Back-Office shall have facilities to generate and update blacklists for

all applicable fare media and to download these to sales and validation

equipment.

6 The Central Back-Office shall be able to support applicable fare media

replacement and refund applications.

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S.NO Requirements

7 The Central Back-Office shall be able to generate reports on each depot computers

in depots and Issuance counters through authorized logins.

8 In the event of a failure of the Central Back-Office system, there should be a

redundant back office system as fallback measure.

9 In the event of failure, the control shall be provided to redundancy Back-office

systems. In case there is a failure in network, the sales and validation devices and

depot computers shall be able to independently store all transactions and

exceptions data for a period not less than seven days and all data stored will be

transmitted to the Central Back-office system once the system is fully operational.

10 The Central Back-Office shall be capable of running in standalone mode, failure

in one component shall not result into disruption to entire system.

11 Provision for manual download of configuration parameters and hand carried to

depot should be provided as fallback measure.

12 The Central Back-Office shall monitor all devices, report incidents, alerts and

facilitate incident management.

13 Shall provide user friendly GUI interface for operators to access e-Ticketing

System, monitor the operations at run time, provide insightful statistical

information for accounting, administrative functions and update fares and

products etc.

14 The application shall be hosted on cloud so the same can be accessed at central

computing system facility in Central Back-Office.

15 The Central Back-Office system shall receive transactions from field devices such

as ETIMs at pre-configured intervals and shall have capability to receive and

share the transactions with depot computer system.

8.3.6 Other Operational Requirements of Command Control Centre S.NO Requirement

1 All complaints received from the Complainant would be dealt with in a manner

that is effective, complete, and fair to all parties. Furthermore, Grievance

information would be openly communicated while protecting confidentiality

and personal privacy.

2 Upon receiving a complaint from a Complainant, a Unique Case ID would be

generated and would be utilized by all concerned to track / update the status of

the complaint till its closure

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# Requirement

3 There shall be levels of hierarchy defined for complaint redressal system. These

levels shall handle complaints in accordance to: the category of complaint,

criticality to business, time elapsed after the initial logging, and escalation.

4 Processing Agents (L0) would be the first to analyze a complaint and would

decide if it is ‘Grievance’ or ‘Bug’ or ‘Logical Error’. If the Processing Agent is

unable to categorize a complaint in either of these 3 categories then it would be

automatically escalated to the next level in the hierarchy of the complaint

redressal system.

5 If the Processing Agent is able to redress the complaint, then the solution would

be offered to the Complainant (via e-Mail / CCC / Portal) and if the same is

acceptable, the complaint would be closed. Else it will be escalated to the next

level of the hierarchy of the complaint redressal system.

6 All complaints (unresolved Grievances / Bugs or Logical Errors) that have been

escalated would be further analyzed and if required, more details would be

sought from the Complainant via e-Mail / CCC / Portal.

7 If the Complaint Redressal System is able to provide solution to these escalated

Complaints, the same would be communicated to the Complainant and if it is

acceptable, the complaint would be closed. Alternatively, if the solution is

unacceptable to Complainant, complaint would be escalated to UPSRTC IT

division for final decision.

8 All complaints which have been escalated to UPSRTC IT division would be

discussed on periodic basis and the final decisions regarding them would be

communicated to the concerned Complainant via e-Mail / CCC / Portal

8.3.7 Minimum Requirements for Incident reporting system

S.NO Requirements

1 The field operations staff such as conductors, drivers shall report all incidents related to field devices, depot computer systems etc. through Incident Reporting system.

2 The purchaser’s operational staff first access these incidents and in case the issue needs technical support then the purchaser’s operation team shall assign the incident to service provider’s maintenance and support team.

3 The IRMS shall provide capability to set workflow for managing the incidents. The IRMS system shall also provide capability to assign the incidents to various teams based on set workflow and operating procedures.

4 The service provider’s personnel shall have access to assigned incidents and

shall be responsible for resolving the incidents as per the agreed SLA.

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8.3.8 Minimum Requirements for SLA reporting system

1 The system shall have capability to generate SLA compliance report for all

incidents reported during a pre-defined interval.

2 The report shall be automatically mailed to designated employees of purchaser as

per the set frequency. The SLA compliance reporting system shall be designed in

such a way that it should involve minimum manual interventions. This system

shall be designed in consultation with purchaser during design phase

8.3.9 Secure Access Module # Requirements

1 Is encrypted media that store critical keys such as credit/ debit keys which are

required to perform contactless smart card / e-purse transactions.

2 Shall not be accessible by external systems

3 In order to ensure the security of the transactions being captured, the ETIM

support the use of Security Access Modules (SAM) in slots for SIM Cards. For the

project, the SAM shall hold the security keys downloaded from the CCHS.

Minimum one SAM per equipment/ machine/ device is required. However, the

total quantity of the blank SAMs will vary depending upon number of equipment

used by the solution.

4 All the SAMS (equipment wise) will be issued from UPSRTC CCHS. Blank SAMS

will be provided by the vendor.

8.3.10 Minimum Requirement for Database management system

# Requirements

1 Full function, RDBMS supporting SQL.

2 Shall support data integration, data recovery, exception handling, validation and

security

3 Support parallel processing

4 Shall support complex data structures, multi-user, multi-processing, large

transactions

5 Shall support real-time as well batch mode of operations

6 Should provide GUI interface for real-time ad-hoc queries, system administration

7 Shall be proven product for handing large scale transactions.

8 Shall maintain historic data for 7 years. This period should be configurable based

on purchaser’s requirement.

#S

Requirements

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# Requirements

9 Should provide disk mirroring capability and support user defined archival and

purge strategy.

10 Shall support 100% data recovery, commit and rollback based on check-point

logic.

11 Should support tape and disc-based data archival / back-up.

12 Shall comply with following performance requirements

13 Daily database and system backup and restoration of data should comply with the

threshold performance requirement values as per standard norms.

8.3.11 Minimum Requirements for Transaction Management System S. No. Requirement

1 Transaction management system should support the cash, current closed loop

cards provided by UPSRTC, contactless debit and credit cards and any other

NCMC common Mobility card.

2 The Transaction Management system shall acquire and process all the

transactions from all fare media at acceptance infrastructure

3 Transaction Management system should acquire and process all the

transactions from all the issuance channels for top-ups, update transit

products, refund, renew, reissue cards etc.

4 Transaction shall process all transaction types defined by business rules

5 The Transaction Management shall, in future, share the details with the

settlement and clearing system of the transactions

6 The system shall support management of various device and system

parameters like fare tables, blacklist, device operational parameters. For fare

tables, it should support current and future tables.

7 The Transaction Management system shall actively update its Contactless

Smart Media Blacklist Table by adding/ removing Fare media IDs when the

fare media has been blocked.

8 Transaction Management should post all the transit transaction performed

either online or through batch processing for transactions performed offline.

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8.3.12 Common requirements for System Configuration # Requirements

1 System configuration should allow to configure the devices configuration

parameters locally as well as over the network.

2 System configuration should allow to select a device and trigger a remote command.

3 System configuration should allow to update selected device types, groups, group

of devices and individual devices.

4 Should allow to select individual or group of devices to perform the configuration

management

5 Should be able to select the devices and update the devices for Tariff, users,

Terminal parameters, Key and Certificates and software updates.

8.3.13 Common requirements for Equipment Management

# Requirements

1 The Back end Control Center System will include Equipment Management functions

which shall allow the UPSRTC to configure new devices, types and new owners for

the system.

2 The Equipment shall manage and initialize all equipment including commissioning

of devices in production and associated Secure Access Modules for e-Tickeing

System equipment.

3 The Bidder shall assume the configuration of approximately ten thousand (10,000)

bus Equipment IDs when the UPSRTC is in full operation.

4 Equipment Management should allow to track the complete lifecycle of devices

from Equipment commissioning to faulty replacement / removed

5 Equipment Management system should be able to process, manage and display the

alarms/alerts raised by the equipment’s.

6 Equipment management should allow to configure maintenance/technician users,

profiles in the system.

7 Equipment management should allow to configure automatically in assigning the

alerts/alarms to maintenance/technician dispatch team.

8 Equipment management should provide the tracking for all the incident created and

life cycle from creation to closure after the alert/alarm is closed in the system

9 Equipment should allow to generate the reports on equipment’s, alerts/alarms,

equipment’s downtime and incidents life cycle.

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8.3.14 Reconciliation for System # Requirements

1 The purpose of the functionality is to provide an efficient revenue management

system.

2 Central system shall have feature for automatic generation of daily, monthly &

yearly reports for revenue reconciliation using the revenue data - transactions,

audit register and cash amount. Reports shall be generated global, depot wise,

operator wise and shift wise.

3 The functionality shall have flexibility to take care of any manual entry errors. There

shall be provision for entry correction (stating reasons) within a defined period.

4 It shall provide a transparent Account of revenue figures. Any discrepancy

highlighted in revenue figures reconciliation shall be visible in the detailed reports.

5 System should reconcile with cash registers in depot and pass issuance counters at

every EOD, reconciliation report should be generated at EOD for each device.

6 Each depot information will be collated and the collective revenue generation

report on daily, weekly and monthly basis shall be made available to UPSRTC

officials.

7 The functionality for adjustment of short fall or excess money shall be given to depot manager.

8.3.15 Security Management

# Requirements

1 Shall have ability to restrict access to entire e-Ticketing System to only authorized

users.

2 Shall have ability to create different user groups and assign different access levels

/ privileges.

3 Shall maintain transaction log to record all changes to database, access to the

reports, edits along with log-on and log-off timestamps

4 Transaction log information shall be maintained for minimum one year and this

period shall be configurable parameter to allow for further modifications by

purchaser.

5 No user shall be allowed to edit the transaction log information

6 Security breach incidents shall be reported only to nominated user groups.

7 Shall have capability to authenticate sender and recipient in data exchange

transaction.

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S.NO Requirements

8 System shall have capability to send periodic reports on transaction logs to

nominated users in purchaser organization.

9 Shall have capability to maintain data integrity and check for any data integrity

errors and notify the nominated users. Data shall be stored in encrypted format.

10 Shall use secured file transfer protocol during file transfers and shall have

capability to verify the system created files have unique identification number

and no files / data lost or missed during transmission.

8.3.16 Authentication

S.NO Requirements

1 All connections to the server from the ETIM’s depot devices should be securely

connected.

2 All data exchange should be encrypted between the server and client

3 All active connections should be managed by servers

4 All the configuration with connections should be managed through configuration

management

5 All the devices login should be centrally authenticated based on the profile

configured

6 Should log all credentials of the login details when logging in /off in the e-

Ticketing System

7 Should be securely hosted with access only to UPSRTC user configuration managers.

8.3.17 Mobile Application S.NO Requirements

1 During the course of Solution development, develop mobile application (Android

& iOS) which would have the ticketing facility schedule and ETA details. Mobile

Application proposed must be compatible with tablets and smart phones and its

Operating System viz. Android and iOS

2 It should have a user-friendly interface and should need minimum human touch

points to access required content.

3 Mobile Application must cater to screen sizes and resolutions of all tablets, smart

phones.

4 Mobile Applications must be approved and available on play store / app store for

respective platforms. For example, Google play for Android, AppStore for Apple.

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# Requirements

5 Application should work with most smart phones and tablet devices.

6 Mobile application should provide all the facilities of the Public Online Reservation

System (PORS).

7 Mobile application should be able to integrate all the payment option i.e. Payment

Gateway, Wallet and QR Code integration with Smart Card (E-Purse/Wallet)

payment facility.

8 Mobile application should have separate functionality for passengers waiting at

bus stands / bus stations for buses and passengers traveling in bus.

9 Stops names for each route name and route number.

10 For passengers traveling in bus, mobile app must show in-app mobile notification

for next bus stops in the route as well as important message or broadcasts provided

by UPSRTC control center.

11 Passengers should be able to provide the feedback or rating to the app.

Mobile App modules shall have following general requirement feature for usable,

highly secured and stable apps:

1 There should be role-based dashboard.

2 Flexibility and customization.

3 Convenient user interface.

4 All the content should be accessed in the simplest way possible.

5 Speed of loading mustn't keep users waiting.

6 Communication should be as quick and simple as possible, with a minimum

number of taps and minimum text input. Intuitive system of search and filters.

7 Solution should be technically proven, yet innovative, solution that incorporates

the latest technical offerings from the mobile application industry as well as mobile

payment and transportation industries that shall provide a mobile application to

support mobile fare payment & facilitate and support UPSRTC’s fare policies and

technical requirements.

8 The primary focus of the solution is to provide an alternative fare media to

minimize use of cash transactions. UPSRTC requires a turnkey solution that shall

include design, develop, Install, testing, delivery, site preparation, and assistance

with associated hardware, software, communications, all system interfaces, all

other system components, operations, maintenance, licenses, support and training

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8.3.18 API Booking/Third Party Online Travel Agent Booking # Requirements

1 The System Integrator shall develop a Pre- paid Platform for ticket booking as per UPSRTC business rules.

2 The successful System Integrator shall study the system and design the prepaid

ticket platform considering UPSRTC requirements.

3 System Integrators shall do assessment/ understanding of project on his own by

visiting the depot locations, booking counters etc.

4 System Integrator shall design, develop, and Implement the pre-paid technology

platform, Deploy IT Infra for the successful running of the project.

5 System Integrator shall provide portal login to the concerned authorities of UPSRTC to view, download the MIS, Wallet balance update. UPSRTC shall provide the required MIS format.

6 The successful System Integrator shall provide API’s in the format as required by

UPSRTC for activities like, revenue transaction, MIS, Validation etc.

7 System Integrator has to liaison with all depots for successful implementation of

the project and the System Integrator can suggest on probable POS (point of sale)

however the final decision taken by the UPSRTC will be binding on the successful

System Integrator

8 It is a responsibility of the System Integrator to abide by the fares rolled out by

UPSRTC time to time and any discrepancies found so will be recovered from the

System Integrators.

9 The System Integrator will also build a B2B Mobile Application for booking agent,

which shall carry all the details about the current trip of the commuter and shall

facilitate them to feed information

8.3.19 Smart Cards

S. No. Description

1 Develop and implement interfaces to integrate with the banking application for

issuance and maintaining system for card transaction and settlement.

2 Kernel software development for ETIM devices for card acceptance for transit

as per NCMC specifications

3 Receive required approval from NPCI after NCMC cards are issued.

4 Obtain necessary certifications for L3 from NPCI

5 Setup distribution channel in each city for issuance and re-charges at

designated points

6 The user should also be able to link their card to their Mobile App e-wallet and

view its current balance, recent transactions and re-charge / load the card

balance

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S. No. Description

7 Setup guidelines, process for issuing of cards to customers, taking deposits and

returning deposits at the time of return of card

8 Setup customer support and grievance redressal system and call center and

setup SLAs for each customer process with UPSRTC for timely response and

redressal of customer queries and complaints.

9 Setup guidelines, process, SLAs for blocking, blacklisting and whitelisting of

cards.

10 Provide hardware and software to support and scale for 1 million card

transactions per day.

11 Provide dashboard for reports, MIS and inputs for further development of card

program to UPSRTC

12 Designed to allow future adaptation of additional operator environment and

government policies.

8.4 Reporting Requirement S.NO Requirements

1 The Bidder should ensure that the e-Ticketing System shall provide a facility for

generating and viewing online, real-time project and MIS reports for transactions

handled during a specified period, transaction density trends for any specified

periodicity (hourly, daily, weekly, monthly) and any bottleneck situation creating

dependency at any stage.

2 The Reporting system and Dynamic Dashboard shall be an integrated system which

shall provide user-friendly reporting functionalities for the staff, assessing officers

and officials of UPSRTC. The MIS details will be worked out during the SRS stage.

3 MIS Reporting is used to perform day to day monitoring of the ticketing

operations and be responsible for generation of MIS reports.

4 The following is an indicative list of MIS reports. The Bidder should draw an

exhaustive list of reports along with the purchaser. Bidder should submit the

reports on a regular basis in a mutually decided format.

5 Ad-hoc reporting capability shall be provided to purchaser to generate ad-hoc

report based on data available at that point in time.

6 The Back office shall generate reports automatically at end of day. The Back-office

system shall collate, format and enable end of day and ad-hoc reports to be printed

from the data transmitted by the various e-Ticketing System equipment. Shall have

capability to systematically email reports to nominated recipients in purchaser’s

organization.

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S.NO Requirements

7 Data will be stored in a relational data base structure to permit ad-hoc and detailed

log reporting.

8 Daily reports

Daily sales summary report

b. Daily ridership summary report

c. Shift summary report

d. Aggregated / consolidation reports

e. Ridership reports

f. Individual ticket transaction history reports

g. Operator action reports

h. Log reports

i. Ticket stock inventory reports

j. Event, alarms and warning report

k. Maintenance and failure reporting

l. System configuration reports

m. Device EOD reports to report all transactions from an ETIM or any other field

device

9 Weekly reports

a. Log of backup and restoration undertaken.

b. Log of component-wise downtime replaced components

c. Summary of resource utilization of critical components

d. Fortnightly reports

e. Project Progress Report with schedule slippage details

f. Overall performance reports including the analysis of queries completed,

queries pending, queries escalated, completion time, responsiveness, concern

areas, etc.

g. Network availability report

h. Summary of resource utilization of all components

i. Summary of measured end user application response time for selected business

transaction

10 Monthly reports

a. Network Availability and Utilization Report

b. Asset modification report at UPSRTC locations and DC locations.

c. Summary of component wise uptime in the DC sites

Summary of resource utilization of all components in the DC sites

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S.NO Requirements

e. Log of preventive / break-fix maintenance undertaken

f. Summary of changes undertaken in the DC sites including major changes like

configuration changes, release of patches, database reorganization, storage

reorganization, etc. and minor changes like log truncation, volume expansion, user

creation, user password reset, etc.

g. Consolidated SLA / non-conformance report

11 Quarterly Reports

a. Asset database report and Asset Audit report

b. Summary of incidents reported like Application down, Components down, overall downtime, security vulnerabilities detected, hacker attacks / security threats, peaking of utilization etc.

c. Feedback report from users for the services rendered.

d. Incident Reporting (as and when it occurs)

e. Complete system down – with root cause analysis

f. Peaking of resource utilization on any component

g. Bottlenecks observed in the system and the possible solutions and workarounds.

h. Security Incident Reporting (as and when it occurs)

i. Detection of security vulnerability detection with the available solutions / workarounds for fixing

j. Hacker attacks, Virus attacks, unauthorized access, security threats, etc. – with root cause analysis and plan to fix the problems.

k. Any hazards or events like fire, environmental conditions, physical security, etc. at the Data Centres.

12 SLA Reports

a. All type of reporting should be submitted periodically as per SLA measurement interval to the purchaser

8.5 Networking Requirements

S.NO Requirements

1 A Local Area Network (LAN) shall be implemented within each Depot to provide

data connectivity to the e-Ticketing System equipment at each site.

2 The connectivity shall be provided by connectivity through the secure connection

to e-Ticketing System back office and Data centre of UPSRTC.

3 The design of the LAN shall provide a highly secure system, which shall prevent

unauthorized access and/ or hostile intrusion and shall be highly reliable, stable

and scalable with a capability to adapt to future technology changes.

4 The system design shall be highly resilient to common mode failure with fast

recovery times and shall provide high transmission quality between network

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# Requirements

endpoints, response times and performance under normal operation and worst-

case network loading.

5 LAN shall meet performance requirements for One-way packet delay, Packet jitter,

packet loss as per the standard norms for network connections.

# Requirements for ETIM

1 A 3G / 4G connection and wireless network shall be provided from ETIM’s.

2 The connectivity shall be provided through the private APN’s SIM by network

operators to e-Ticketing System Cloud based Data centre of UPSRTC.

3 Private APN shall be end to end secured to private VPN’s using MPLS over IP

4 Network operator should provide static private SIM address to all the ETIM SIM’s.

8.6 Requirements for Operation and Maintenance Bidder will operate and maintain all the components of the envisaged system for a period

of five (5) years after Go-Live date. During O&M phase, bidder shall ensure that service

levels are monitored on continuous basis; service levels are met and are reported to

UPSRTC.

Following is the broad scope for maintenance and support functions regarding software.

S. No. Requirements

1 Application support includes, but not limited to, production monitoring,

troubleshooting and addressing the functionality, availability and performance

issues, implementing the system change requests etc. The Bidder shall keep the

application software in good working order; perform changes and upgrades to

applications as requested by the UPSRTC team. All tickets related to any

issue/complaint/observation about the system shall be maintained in an ITIL

compliant comprehensive ticketing solution.

2 The Bidder shall address all the errors/bugs/gaps in the functionality offered by

solution (vis-à-vis the FRS & SRS signed off for Project) at no additional cost

during the operations & maintenance period.

3 All patches and upgrades from OEMs shall be implemented by the Bidder

ensuring customization done in the solution as per the UPSRTC’s requirements

are applied. Technical upgrade of the installation to the new version of all OEM

components, as and when mandated by the OEM or when required due to other

compliance, security related reasons etc., shall be done by the Bidder at no

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S. No. Requirements

additional cost to UPSRTC. Any version upgrade of the software / tool / appliance

by Bidder to be done with prior approval of UPSRTC and after submitting impact

assessment of such upgrade.

4 Any changes/upgrades to the software performed during the support phase shall

subject to the comprehensive and integrated testing by the Bidder to ensure that

the changes implemented in the system meets the specified requirements and

doesn’t impact any other function of the system. Release management for

application software will also require UPSRTC’s approval. A detailed process in

this regard will be finalized by Bidder in consultation with UPSRTC.

5 Issue log for the errors and bugs identified in the solution and any change done

in the solution shall be maintained by the Bidder and periodically submitted to

the UPSRTC.

6 Bidder, at least monthly, will inform UPSRTC about any new updates/upgrades

available for all software components of the solution along with a detailed action

report. In case of critical security patches/alerts, the Bidder shall inform about

the same immediately along with his recommendations. The report shall contain

Bidder’s recommendations on update/upgrade, benefits, impact analysis etc.

The Bidder shall need to execute updates/upgrades though formal change

management process and update all documentations and Knowledge databases

etc. For updates and upgrades, Bidder will carry it out free of cost by following

defined process.

7 Bidder to upgrade the system if any latest version of software is available either

nationally or internationally within 45 days of launch in India or 12 months from

launch internationally or as agreed with UPSRTC. All updates and patches will be

provided at no extra cost to UPSRTC.

8 UPSRTC decides to opt for upgrade of the system, any additional effort required

for the System Integrator associated with the required upgrade will be validated

and approved by UPSRTC or UPSRTC appointed independent Experts’

Committee.

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8.7 Minimum Technical Specifications 8.7.1 Handheld Ticketing Machines

# Particulars Specification

1 Processor ARM Quad Core Processor based system with 1 GHz or

higher speed..

2 Operating

System Android 5 or Higher or Linux based operating system

3 RAM Minimum 1 GB RAM and 8 GB Flash

4 Extendable

Memory SD/Micro SD card interface (Minimum 16 GB)

5 Display a) Min.5 Inch touch screen display with virtual keypad

b) Capable for displaying graphical images/icons.

c) Display unit should have good readability even during

night with proper backlight.

e) Display panel should be scratch resistant.

6 Keypad Virtual Keypad / Touch Screen with Soft Keys

7 Thermal Printer a) Paper Width 57 mm

b) Paper roll cage of minimum 25 mm to 40 mm.

c) Printer shall support Thermal paper of 50-60 GSM.

d) Ultra-fast 2 inch thermal printer with minimum 50

mm/sec speed.

e) Easy paper roll loading mechanism, without using

paper- feed-key.

f) Semi-transparent/ Transparent paper cover.

8 Language Support multi-language display and printing, including

English and Hindi

9 SAM slots Minimum 2 SAM slots (validate E-Purse NCMC Cards to

connect with other modes) compliant to NCMC Standards

10

Communication

a) Wireless Wide Area. GSM/GPRS on

850/900/1800/1900 MHz.;

b) GPRS modem to suit Indian Frequency band/Bluetooth

c) RS232C / USB / Ethernet

11 Battery Min. 7.4V 3000 mAH

Quick/fast Charge Minimum 1000 ticket printing and minimum 14 hours operation in a single charge with real time data transfer and smart card read & write facility

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S.NO Particulars Specification

12 Security Should support encryption standards including 3DES and AES for smart card reading/writing as well as communication with Central System

13 Certification EMV Level 1, 2 & 3 or latest

14 Weight a) Ergonomically designed for easy holding

b) ETIM should weigh appx. 500 gm with battery and thermal paper roll.

c) Should be tamper proof design for fraud prevention

d) Should be a rugged and compact design, water and dust resistance

15 Operating temp. a) Operational Temperature: 0˚C to 50˚C

b) Operational humidity: 40% to 80%

16

Contactless

Smart Card

Reader

a) Inbuilt contactless smart card reader

b) IEC/ISO 14443A, Type A & B compliant

c) Read/ Write Capability

d) Reading range at least 50mm

17 Magnetic Card

Readers Triple Track (Tracks 1,2,3,), Bi-directional

18 Payment

Schemes EMV and RuPay

19 Kernels

EMV level-2 and qSparc

20 Transaction

processing time

For MM Cards & Smart cards – less than 400 ms. For QR code transaction – less than 600 ms. For Contactless CC/DC Cards – Less than 1 second.

21 Accessories a) Each ETIM must be provided with carry bag.

b) AC Charger (working from 160 V to 250 V, 50 Hz)

22

ETIM Software

Development

Kit(SDK)

The supplier/OEM shall provide ETIM SDK for the ETIM

firmware so that the ETIM features can be developed by the

SI in future as required.

The SDK shall provide functions / Programmes / APIs to

supportatleast the following

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a) Smart Cards functions

b) Communication Device (RS232, USB, GPRS modem, Wi-Fi

etc) functions

c) Inter-process communication (IPC) functions

d) Multitasking functions

e) Multithreading functions

f) Power (Battery) Management functions

g) Internal Printer Management functions

h) File System Management functions

i) Clock/ Timer Management functions

j) Beeper/ LEDs/ Buzzer Management functions

k) Environment Variables related functions

l) User Interface (UI) Management Related functions

22 Ingress IP 54

24 Warranty Entire Contract Period

8.7.2 POS Machines


1 CPU ARM 32-bit Micro Processor based system minimum

1.1 GHz speed or Better.

2 OS Android 5 or Higher or Linux based operating system

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4 Communication : 100 Mb/sec full duplex

Ethernet communication

port, 1 x RS-232 port, 1 x

USB port.

5 RFID Card Reader : Fully supports ISO14443A/B contactless protocol,

Additionally supports all types of Mifare

cards (1kByte, 4kByte, Ultralight, DesFire,

etc.),

Up to 70mm reading range, depending on

antenna and card,

6 Data Encryption : 2 x SAM (Security Access Module) slots,

7 Indicators : Buzzer,

8 RTC : With a battery back-up (3V CR2450-Li battery),

9 Supply Voltage : Consumption – 240mA / 5V

average, OVP – Over Voltage

Protections,

OCP – Over Current Protections, TVS –

Transient Voltage Suppression, RVP – Reverse

Voltage Protection.

10 Housing : ABS plastic,

8.7.3 Server for Command Control Center

S.NO Particular Specification

1 Make Offered Mention Make

2 Model Offered Mention Model

3 Certification(s)

Required

OEM - ISO 9001 Manufacturer

Certified on proposed OS(s)

4 Server Form Factor

Tower

5 No. of CPU Min. 1 x Quad Core populated

6 Speed

2.53 GHz or Higher (Intel Xeon)

7 Cache Memory Min. 8 MB L3 Cache

8 Chipset OEM Server Chipset

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S.NO Particular Specification

9 RAM (Min/Scalable)

Min. 16 GB (min.1066 Mhz.) scalable to min. 64 GB

10 Type of RAM DDR3 with ECC

11 Hard Disk Drive(s)

3 x 300 GB

12 Type of HDD Hot plug @ 10K SFF SAS

13 HDD Controller RAID controller with 512 MB

14 Network Port Dual-Port Gigabit Ethernet with failover and load balancing

15 Network Mgmt port

Required

16 Slot on board Min. 4 PCIe slots

17 Virtualization Support industry standard virtualization solution

18 Management a. OS independent hardware health status

Standards based OEM remote server management

suite/software

19 Recommended O.S.

OEM Enterprise Linux

8.7.4 Required Laptop

Specification


1 Make Offered Suitable to meet desired Specifications

2 Model Offered Model of the Manufacturer

3 Mandatory OEM - ISO 9001 Manufacturer

4 Certifications Should be certified on supplied Operating System

5 Operating System Windows 10 Prof Edition or Higher

6 CPU 9th Generation or Higher Intel i7 / AMD Ryzen 7 or equivalent

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7 No of Cores Minimum 8 core processor


8 CPU Speed Minimum 3.00 GHz or higher

9 Chipset AMD / Intel / Any equivalent

10 Memory Minimum 8 GB DDR4-1866 SD RAM or Higher

11 FSB / DMI Minimum 1066 MHz or Higher

12 HDD Min. 1 TB SATA or Higher

13 Display Minimum Size 35.56 cm (14 inch diagonal ) HD SVA anti -glare WLED backlit ( 1366 x 768 )

14 Keyboard Full size islnad style keyboard

15 Touch Pad Pointing device Touchpad with multi-touch gesture support

16 Ports USB 3.1 Gen 1; 1Y=USB 2.0, HDMI 1.4B; 1RJ45; 1 head phone /microphone Combine

17 Slots Expansion Slots 1 multi-format digital media reader

18 Network Network Interface Integrated 10/100/1000 GbE NIC

19 Audio Audio features Dual Speakers

20 Wireless Wireless Realtek 802.11 ac ( 2 x 2 ) Wi-Fi and Bluetooth 4.2 Combo

21 Battery Long Life 3 Cells 41 Wh Li-Ion with 4 to 6 hours back up time.

22 Dimensions 33.5 x 23.4 x 1.99 cm ( W x D x H )

23 Weight Approx 2 Kgs

24 Colour Dark Grey / Black/Silver

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8.7.5 Laser Jet Printer


1 Make Offered Suitable Make to meet Specifications

2 Model Offered Model of the Manufacturer

3 Type / Technology Laser Desk Jet Printer with WIFI

4 Speed Print Speed Black (ISO A4) upto 25 ppm

5 First Page out black As fast as 8 secs (A4 ready )

6 No of users 1 to 3 users

7 Print Quality Black Best

8 Print Language PCL 5c, PCL 6, PS, PCLm, PDF

9 Connectivity Standard 1 Hi-speed USB 2; 1 Ethernet 10/100

10 Network Standard ( built-in Ethernet, Wi-Fi 802.11b/g/n )

11 Replacement Cartridge

Black Original Laser Jet Toner / Tank

8.7.6 10 KVA Online UPS S.NO Particulars Specification

1 Technology Rectifier & Inverter both IGBT based

DSP based controlled Digital Design

Double Conversion True On-line UPS

2 Certifications ISO 9001 & 14001 Certified OEM

Input

3 Input Rated Voltage 220/230 VAC Single Phase 4 Input Voltage& Range 180-276V AC, Single Phase 5 Input Freq. Range 45 - 55 Hz 6 Input Power Factor >0.95(1Ph)

Output 7 Output 10KVA 8 Voltage 220VAC

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9 Output Frequency

regulation

50Hz ± 0.2%

S.NO Particulars Specifications

10 O/p Voltage Distortion < 5% (Non-linear load) < 3% (linear load)

11 Output Waveform Pure Sine wave 12 Crest Factor 3:1 13 Power Factor 0.8

Battery 14 Battery Backup 60 minute 15 Battery Type SMF VRLA type only with Racks & Interconnecting

Links 16 Battery Make Panasonic / Exide / Quanta or equivalent

17 Charging Shall be with Temp compensation for enhanced battery life

18 VDC Greater than or equal to 192VDC 19 Battery Ratings Min. 16000 VAH – 10KVA 20 Transfer Time 0 ms – Must always be ONLINE

General 21 Display LED Display 22 Safety GB4943-1995 23 Operating Temp. 0 to 40 degree centigrade 24 Noise level <51 dB

25 EMC EN50091-2, EN55022 Class A, EN61000-4-

2.3.4.6.8.11 Level III, EN61000-4-5 Level IV

26 Mounting Rack as well as Tower

27 Surge `Protection External Transient Voltage Surge Suppressor of 25kA

surge capacity, LED status, UL-1449-3, Response time

of less than 0.5ns, NEMA enclosure shall be provided

to connect in parallel at i/p of UPS.

28 Standard RS 232 / USB port with software for monitoring &

Shutdown of connected PCs.

29 Alarms and Indications All necessary alarms & indications essential

for performance monitoring of UPS to be

incorporated.

30 Dimensions Specify dimensions (HxWxD) for UPS & Batteries Set

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8.7.7 1 KVA UPS (Two Hour Backup) Specification # Particulars Specifications



Double Conversion True On-line UPS 2 Certifications ISO 9001 & 14001 Certified OEM

Input

3 Input Voltage& Range 170-290V AC, Single Phase

4 Input Freq. Range 45 - 55 Hz

5 Input Power Factor >0.95(1Ph) Output 6 Output 1KVA 7 Voltage 220V/230 V/240 V AC

8 Output

Frequency

regulation

50Hz ± 0.1%

9 O/p Voltage Distortion < 5% (Non-linear load)

10 Output Waveform Pure Sine wave Battery 11 Battery Backup 120 minutes 12 Battery Type 12V Sealed lead maintenance free VRLA type 13 Battery Make EXIDE, PANASONIC, QUANTA, ROCKET 14 VDC Min 36VDC or higher 15 Battery Ratings Min. 3200 VAH – 1KVA

General 16 Display LED Display 17 Safety GB4943-1995 18 Operating Temp. 0 to 40 degree centigrade 19 Noise level <45 dB @1 Meter, EN 62040-2, 2006

20 By Pass Automatic Bypass Switch

21 DG Compatibility UPS to be compatible with DG Set supply and mains supply


surge capacity, LED status, UL-1449-3, Response time of

less than 0.5ns



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24 Alarms and Indications All necessary alarms & indications essential for

performance monitoring of UPS to be incorporated.

25 Dimensions Specify dimensions (H x W x D) for UPS & Batteries Set

8.7.8 1.5 KVA UPS (Three Hour Backup) Specification

# Particulars Specifications



Double Conversion True On-line UPS 2 Certifications ISO 9001 & 14001 Certified OEM

Input 3 Input Voltage& Range 170-290V AC, Single Phase

4 Input Freq. Range 45 - 55 Hz

5 Input Power Factor >0.95(1Ph) Output 6 Output 1.5 KVA 7 Voltage 220V/230 V/240 V AC

8 Output

Frequency

regulation

50Hz ± 0.1%

9 O/p Voltage Distortion < 5% (Non-linear load)

10 Output Waveform Pure Sine wave Battery 11 Battery Backup 120 minutes 12 Battery Type 12V Sealed lead maintenance free VRLA type 13 Battery Make EXIDE, PANASONIC, QUANTA, or equivalent 14 VDC Min 36VDC or higher 15 Battery Ratings Min. 3200 VAH – 1KVA

General 16 Display LED Display 17 Safety GB4943-1995 18 Operating Temp. 0 to 40 degree centigrade 19 Noise level <45 dB @1 Meter, EN 62040-2, 2006

20 By Pass Automatic Bypass Switch

21 DG Compatibility UPS to be compatible with DG Set supply and mains

supply

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surge capacity, LED status, UL-1449-3, Response time

of less than 0.5ns



24 Alarms and Indications All necessary alarms & indications essential for

performance monitoring of UPS to be incorporated.

25 Dimensions Specify dimensions (H x W x D) for UPS & Batteries Set

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8.7.9 Switch 28 PORT Specifications

Ports ● 24 RJ-45 connectors for 10BASE-T/100BASE- TX/1000BASE-T

● 2 combo ports with mini-GBIC/SFP slots

● Console port

● Auto MDI/MDI-X ● Auto-negotiate/manual setting

Cabling type Unshielded twisted pair (UTP) category 5 (CAT5) or better for 10BASE-T/100BASE-TX, UTP CAT5e or better for 1000BASE-T

LEDs Giga Link/Act, Giga Speed, Mini-GBIC Link/Act, Speed, System Performance Switching capacity 48 Gbps, nonblocking Forwarding rate 35.71 Mpps wire-speed performance Layer 2 MAC table size 8000 Number of VLANs 256 active VLANs (4096 range)

VLAN ● Port-based and 802.1Q tag-based VLANs

● Q-in-Q stacking VLANs ● PVE

● GVRP: Dynamic VLAN registration ● Management VLAN

HOL blocking Head of Line (HOL) blocking prevention

MVR Multicast VLAN Registration implementation, also known as Multicast TV VLAN

Management

Cloud user interface Built-in web UI for easy browser-based configuration (HTTP/HTTPS)

CLI interface CLI support via console port or Telnet SNMP SNMP versions 1, 2c, and 3, with support for traps

SNMP MIBs RFC 1213 MIB-2, RFC 2863 Interface MIB, RFC 2665 Ether- like MIB, RFC 1493 Bridge MIB, RFC 2674 Extended Bridge MIB (P-bridge, Q-bridge), RFC 2819 Remote Monitoring (RMON) MIB (groups 1, 2, 3, and 9 only), RFC 2737 Entity MIB, RFC 2618 RADIUS Client MIB, RFC 1215 Traps

RMON Embedded RMON software agent supports 4 RMON groups (history, statistics, alarms, and events) for enhanced traffic management, monitoring, and analysis

Firmware upgrade CLI upgrade and web browser upgrade (HTTP) and Trivial File Transfer Protocol (TFTP)

Port mirroring Traffic on a port can be mirrored to another port for analysis with a network analyzer or RMON probe

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Other management ● Traceroute

● SSL ● SSH

● RADIUS

● Port mirroring ● TFTP upgrade

● SSL security for web user interface ● Management access list for IP address

● DHCP client

● BOOTP

● Simple Network Time Protocol (SNTP) ● Xmodem upgrade

● Cable diagnostics ● Ping ● Telnet client (SSH secure support)

Security

IEEE 802.1X ● 802.1X RADIUS authentication; MD5 encryption

● 802.1X multiple sessions authentication on a per-host basis ● 802.1X guest VLAN

Access control ● ACLs: Permit, drop, or shut down based on:

◦ Source and destination MAC

◦ Source and destination IP address

◦ Protocol

◦ ToS/differentiated services code point (DSCP)

◦ Port

◦ VLAN

◦ Ether type

Access security ● DHCP snooping

● IP Source Guard ● Dynamic ARP inspection

● Layer 2 DHCP relay and option 82

● STP Root Guard ● MAC-based port security

Availability

Link aggregation ● Link aggregation using IEEE 802.3ad Link Aggregation Control Protocol (LACP)

● Up to 8 ports in up to 8 trunks Storm control Broadcast, multicast, and unknown unicast

Spanning tree IEEE 802.1D Spanning Tree, IEEE 802.1w Rapid Spanning Tree, IEEE 802.1s Multiple Spanning Tree, STP Root Guard

IGMP snooping Internet Group Management Protocol (IGMP) (versions 1 and 2) snooping provides for fast client joins and leaves of multicast streams and limits bandwidth-intensive video

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traffic to only the requestors. Supports 256 multicast groups.

QoS Priority levels 4 hardware queues Scheduling Priority queuing and weighted round robin (WRR)

Class of service ● Port based

● 802.1p VLAN priority based ● IP ToS/DSCP based

Per flow QoS ● VLAN ID

● Ether type ● Source/destination MAC address

● IPv4/v6 IP precedence/ToS/DSCP based

● Source/destination IPv4 address

● Protocol

● TCP/UDP port based ● DiffServ ● Classification and remarking DSCP

Rate limiting ● Per flow ingress policer ● Per port ingress rate control and egress shaping

Standards 802.3 10BASE-T Ethernet, 802.3u 100BASE-TX Fast Ethernet, 802.3ab 1000BASE-T Gigabit Ethernet, 802.3z Gigabit Ethernet, 802.3x Flow Control, 802.3ad LACP, 802.1D STP, 802.1Q/p VLAN, 802.1w Rapid STP, 802.1s Multiple STP, 802.1X Port Access Authentication

Environmental

Dimensions W x H x D

16.93 x 1.75 x 13.78 in. (430 x 44.45 x 350 mm)

Unit weight 8.60 lb (3.9 kg) Power Internal switching power Power consumption 100–127V/2.0A, 200–240V/1.0A, 50–60 Hz, 33W Fan Yes Certification FCC Part 15 Class A, CE Class A, UL, cUL, CE Mark, CB

Operating temperature

32˚ to 104˚F (0˚ to 40˚C)

Storage temperature –4˚ to 158˚F (–20˚ to 70˚C) Operating humidity 10% to 90% Storage humidity 10% to 95% Minimum Requirements

● Cloud-based utility: Microsoft Internet Explorer (version 5.5 or later) or Mozilla Firefox (version 2.0.0.1 or later)

● CAT5 Ethernet network cable Product Warranty

5-year limited hardware warranty with return to factory replacement and 90-day limited software warranty

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8.7.10 Switch 8 PORT (Depots/Stations where Operation will be minimum)

S. No. Generic Requirements


1 General Hardware and Interface requirements

1.1 Switch shall have minimum 8 nos. 10/100/1000 Base- T ports with PoE+

capability and minimum 124W of PoE Power and additional 2 nos. SFP uplink

ports.

2 PERFORMANCE REQUIREMENTS

2.1 Shall have minimum 20Gbps of switching fabric and 15Mpps of forwarding

rate.

2.2 Shall have minimum 8K MAC Addresses.

2.3 Shall have minimum 250 Active VLANs.

3 IEEE STANDARDS

3.1 Should support IEEE Standards of Ethernet: IEEE 802.1D, 802.1s, 802.1w,

802.1x, 802.3ad, 80 2. 3 x ,

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802.1p, 802.1Q, 802.3, 802.3u, 802.3ab, 802.3z,

802.3az, 802.3af, 802.3at.

4 QUALITY OF SERVICE (QOS) REQUIREMENTS

4.1 Switch shall have 802.1p class of service, IP differentiated service code point

(DSCP) and cross stack QoS.

4.2 Switch shall have committed information rate, rate limiting and flow-based

rate limiting.

4.3 Switch shall have minimum 8 egress queues per port and strict priority

queuing.

5. System Management and Administration

5.1 Switch should support SSHv2, SNMPv2c, SNMPv3, NTPv3 and NTPv4.

5.2 Switch should support AAA using RADIUS and TACACS+.

5.3 Switch should support port security, DHCP snooping, Dynamic ARP

inspection, IP Source guard, BPDU Guard, Spanning tree root guard and IPv6

First Hop Security.

5.4 Switch should support software upgrades via TFTP or FTP.

5.5 Should support 802.1x authentication and accounting with Dynamic VLAN

assignment.

5.6 Switch should support IPv4 and IPv6 ACLs, VLAN , Port and Time based access

list with time ranges.

5.7 Switch shall have Switch Port Analyzer (SPAN) and Remote Switch Port

Analyzer (RSPAN) .

5.8 Switch shall have secure VTP with MD5 protocol to reduce administrative

burden of configuring VLANs on multiple switches in turn eliminating the

configuration errors &troubleshooting in secure manner.

5.9 Switch shall have Layer 2 trace route for ease of troubleshooting by

identifying the physical path that a packet takes from source to destination.

5.10 Switch shall have Internet Group Management Protocol (IGMP) Snooping for

Ipv4 and Ipv6, MLD v1 and v2 Snooping and Multicast VLAN Registration

protocol.

5.11 Switch shall have per port broadcast, multicast and unicast storm control.

5.12 Switch shall have Unidirectional Link Detection Protocol (UDLD), Aggressive

UDLD, Link Aggregation Control Protocol (LACP), Port Aggregation Protocol

(PagP) and Dynamic Trunking Protocol (DTP).

5.13 Switch shall have Time Domain Reflector (TDR) feature to diagnose and

resolve cabling problems.

5.14 Switch should be Software Defined Networking Ready with Open flow

protocol support.

6 Regulatory Compliance

6.1 Switch shall conform to UL 60950 or IEC 60950 or CSA 60950 or EN 60950

Standards for Safety requirements of Information Technology Equipment.

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6.2 Switch shall conform to EN 55022 Class A/B or CISPR22 Class A/B or CE Class

A/B or FCC Class A/B Standards for EMC (Electro Magnetic Compatibility)

requirements.

7 Evaluation Compliance

7.1 Switch / Switch’s Operating System should be tested and certified for EAL

2/NDPP or above under Common Criteria Certification.

7.2 Switch should be IPv6 Certified/IPv6 logo ready.

8.7.11 Wi-fi Router


1. Connectivity Type Wired

2. Data Link Protocol Ethernet, Fast Ethernet

3. Flash Memory 32 MB (installed) / 128 MB (max)

4. Form Factor External - 1U

5. Dimensions 32.4 cm x 24.6 cm x 4.5 cm

6. DRAM Memory 128 MB (installed) / 384 MB (max) - SDRAM

7. Data Transfer Rate 100 Mbps

8. Routing Protocol OSPF, RIP-1, RIP-2, BGP, EIGRP

9. Transport Protocol RSVP, IP/IPX, IPSec

10. Remote Management Protocol SNMP, HTTP

11. Compliant Standards IEEE 802.1Q, IEEE 802.3af

12. Power AC 120/230 V ( 50/60 Hz )

13. Weight 2.8 kg

8.7.12 LED Video Wall (WITHDRAWN- TO BE NEGLECTED)

Blacklight LED Video wall should be of 8x12

1. Seem between two screen/Bezel(mm) <= 7 mm

2. EXTERNAL CONTROL - Wireless Remote accessories and software required to control

the panel from remote PC

3. Software - Video wall Control & Scheduling through LAN - Video wall control software

with content Management software facility.

4. Woodwork

5. Separation in control room and display room.

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Input Sources and Capability 1. Digital Visual Interface -D, RGB Horizontal sync Vertical sync, HD Video, display over

LAN, Virtual Network Computing, IP stream decoding

2. LED Wall will receive signal from Data Centre

3. Analog & digital sources supported and displayed on the same canvas

8.7.13 10 Bay Gang Charger

# Specification

I/O Ports

1 DC-in 1

2 Charging Slot 10

Mechanical and Environmental

3 AC/DC Adapters Input: 100 – 240V AC; Output: 12V DC, 3.33A

4 Dimensions 2in (H) x 7.3in (W) x 6.4in (D)

5 Weight 1.2 lbs

6 Regulatory FCC Class B, CE, RoHS compliant

7 Temperature Operation: 0°C – 35°C; Storage: -20°C – 60°C

8.7.14 Contactless Smart Card Specification

1 Physical Characteristics

1.1 Card Geometry Shape and Physical Dimensions (including thickness) to be

compliant to ISO 14443-1 standard

1.2 Base Material The complete base material including card body and

transparent outer layer should be high grade PET-G.

The surface must be such that it is low sensitive to dust

and moisture adherence

13 Card Card lifetime must be more than 5 years. Therefore during this Lifetime, the card must not develop

cracks, hole, printing fading, major surface imperfection

etc. , due to aging if used under normal conditions specified

by the OEM.

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1.4 General

characteristics

Card must adhere to specifications covered in ISO IEC

10373-1

General characteristics (for following parameters):

Resistance to dynamic bending stress

Torsion stress

Bending stiffness

Resistance to break

Flammability, Peel strength

Card war-page

Resistance to chemicals

Adhesion

Card stability etc.

any other applicable parameter

2 Electrical, Memory and Electronic Characteristics

2.1 Distance of work The card should work up to a maximum distance as

prescribed in the ISO 14443-2 standard with minimum

field strength of 1.5 A/m to 7.5 A/m (according to

ISO14443-2) should be tested as per ISO 10373-6 Test PCD

2.2 Baud Rate 106Kbps (mandatory), up to 848 Kbps or higher (optional)

2.3 Memory Size Size – 4Kbytes minimum, higher accepted

Structure – Flexible File

2.4 Interface frequency 13.56 Mega Hertz

2.5 Transport Protocol ISO 14443-4, for full featured application

2.6 Crypto function

Supported

3Key Triple DES (24 byte key)

2.7 Command Set Dependent on the Smart Card platform. ISO 7816-4

commands for simple data manipulation and additional

commands that will be shared in confidence for integration

purpose would be ‘’accepted’’ in order to achieve faster

transactions and transaction integrity.

3 Other Essential Characteristics

3.1 Read / Write

endurance

100,000 cycles

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3.2 Data Retention 10 Years

3.3 Card Antenna The Construction of the Card Antenna - Conventional

copper-based antennae is the preferred technology for the

NCMC card. However, the antennae should be embedded

type only for long durability and better readability.

4 Certification

The card should comply with all standards

/specifications covered under ISO 14443 Type A standard for contactless smart

cards.

(ii) The card conforms to the following essential electrical parameters,

protocols and characteristics of Type A and B contactless EMV Chip (NCMC).

Such parameters (but not limited to) include:

a) Antenna coil size,

Card chip / antenna inlay design

Communication frequency

Operating field strength, Modulation

Read/Write Time, Data transfer rate

Security features such as Anti-tearing, Momentary power loss protection, Anti-

collision, Data integrity (support mutual authentication with the reader), Triple-

DES encryption, EEPROM failure automatic detection, Transaction atomicity

Card Manufacturer should have following certification

CQM

ISO 9000 : ISO 27001

Approved with Visa, Master Card, Rupay etc.

5 Security Features

5.1 Card Tamper

Protection

Card opening must not be possible without breaking the

card itself and card must become useless. If card is opened,

it should become unusable.

5.2 Hardware Security

Certification

CC EAL 4+ for Hardware

6 Environmental condition parameters

6.1 Resistance to

environment

Cards must resist up to environment stresses as:

Temperature: +60°C

Relative Humidity: 100 %

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6.2 Storage condition Temperature: - 25°C to + 85°C Relative

Humidity: 15 to 100 %

6.3 Operating condition Temperature: - 25°C to + 85°C Relative

Humidity: 15 to 100 %

8.7.15 Contactless Smart Card Printer Requirement

1 General Specifications

1.1 16- Character LCD Display

1.2 Bi-Directional driver display

2 Printing

2.1 Color dye sublimation or monochrome thermal transfer printing

2.2 Minimum 144 cards per hour full color single-sided (YMCKO) (P330i)**

2.3 Minimum 692 cards per hour (monochrome)**

2.4 Minimum 300 dpi (11.8 dots/mm) print resolution

3 Communications Interface

3.1 USB 1.1 (USB 2.0 compatible) cable included

4 Electrical

4.1 100 ~ 240 Volts AC, 50 ~ 60 Hz (auto switching)

Keyboard

Wired - USB 104 or more, Etched keys, bilingual (English and Hindi), compact and light

weight keyboard with Indian Rupees symbol

Mouse

Wired - USB 2 Button optical Scroll Mouse with mouse pad

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9 Roles and Responsibilities

9.1 UPSRTC Steering Committee UPSRTC may appoint Steering Committee for ETIM & ORS project implementation, who

shall play key role in guiding implementation team, providing overall direction to project

implementation and overall monitoring of project progress.

UPSRTC Steering Committee may comprise of

1. Managing Director

2. Addl. Managing Director

3. FC

4. CGM(O)

5. GM (IT)

9.2 UPSRTC Project Implementation Committee UPSRTC may appoint team of UPSRTC Project Implementation, who shall provide inputs

during requirement gathering, signing of SRS, signing of business rules, Pilot signoff, go

live sign off detailed monitoring of project progress, review and verification of

deliverables, sign off deliverables.

UPSRTC Project Implementation Committee may comprise of

1. CGM (O)

2. GM (IT)

3. DyCAO

4. Manager (IT)

UPSRTC IT wing may further nominate key personnel from their department to be

included in UPSRTC Project Implementation Committee.

9.3 Operation Committee UPSRTC Operation Committee comprises of following project operations

1. GM (IT)

2. Manager (IT)

3. Assistant Manager (IT)

9.4 Project Management Consultants ▪ UPSRTC may engage a Project Management Consultants team to oversee the

successful implementation and operation of the project.

▪ The PMU shall have specialists in the areas pertaining to software application, change

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management and infrastructure management and shall be responsible for

management and coordination, and operational activities. It also includes, wherever

required, efforts to build capacity of UPSRTC. The PMU has overall responsibility for

the management of the project and is accountable to other committees

▪ The responsibilities of the PMU are:

• Support during project implementation including the following

• Project management, monitoring and evaluation during the project development

phase after selection of bidder to ensure adherence to the project timelines and

requirements

• Review the project plan submitted by bidder

• Evaluation of reports submitted by bidder and Submission of periodical review

reports.

• Assist in reviewing the periodic reports and deliverables submitted by SI.

Highlight deviations/issues in deliverables of bidder to UPSRTC and assist in its

resolution

• Submission of billing report

• Provide assistance in preparing guidelines for UPSRTC to conduct testing and

acceptance of the solution developed by the SI including hardware, software and

IT infrastructure

• A Monitor and maintain issue tracker and keep on updating the status of all the

issues from time to time

• Define escalation mechanism for timely resolution of issues and risks

• Assist UPSRTC in defining the process for SLA monitoring

• Exploring various options and recommending the best suited cost saving options

for smooth running of project for further period.

• The Tenure of PMU will be from implementation sage to Contract till end of full-

scale operation

• DPR and Tender Preparation prior to end of contract

• Bid process management including:

1. Managing pre-bid conference

2. Issue of pre-bid clarifications, addendum/ corrigendum to the Tender

document

3. Preparation of all documentation related to bid processing including

evaluation templates, etc.

4. Preparation of final techno-commercial evaluation matrix

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5. The Tenure of PMU will be from implementation stage to Contract till end of

full scale operation

6. Providing support during contract finalization with final selected Bidder

9.5 Role of UPSRTC ▪ Project Implementation Committee (PIC) under chairmanship of MD will be formed

to review overall project progress. PIC will include representatives from traffic, accounts and IT departments.

▪ As owner of the Project, the role of UPSRTC in the project includes discharging the following responsibilities with overall strategic control of the project, processes, infrastructure and outcomes: • Laying down the metrics of success of the project • Owning the core and critical assets of the project and exercising Strategic

Control over the Project • Constituting a Program Management Unit (PMU) for facilitating smooth

implementation of the Project • Reviewing the performance of the bidder through PMU • Issuing directions to the PMU and bidder as may be needed • Reviewing the performance of the Project and ensure compliance with the

requirements of the system • Ensuring that all the divisions and departments of UPSRTC take active part in

the project • Identifying & nominating appropriate personnel from UPSRTC and constituent

stakeholders to participate in the Acceptance Testing • Engaging a third party for acceptance testing and audit of security & controls of

the application & infrastructure established Project • Facilitate the training programs that will be conducted by the bidder and other

agencies at the implementation sites. • Facilitate Change Management efforts by Issuing of circulars, instructions, etc.,

to effect changes to existing roles and responsibilities of employees, adoption of reengineered processes in participating divisions / constituent organisations and such other matters as may be necessary from time to time.

• Periodic review and testing of SLA Monitoring System implemented by bidder for accuracy and completeness in the reports generated from the system.

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9.6 Role of Bidder Subject to the requirements specified in this RFP, bidder will be responsible for providing:

• ETIM machines, all hardware, software, networking & Desktops including related consumables of the entire as specified in this RFP and as proposed in Technical Proposal by bidder

• Cloud (Data Center & DR) and Command Control Centre facility • Maintenance and operations of all the above • Staff for all activities as stated in the scope of work at Project • Technical staff for supporting Cloud (DC & DR) ,BCP and CCCentre facility • Training on the application software and ETIM operations • Change management and communication strategy &its implementation • Certification • Compliance with the SLAs • Command Control Centre

9.7 Existing hardware details and specifications Attached table describes the existing computer resources of UPSRTC. New system will be

hosted on Cloud. 9.8 Existing Hardware Details 9.8.1 DC & DR Bill of Material (BoM)

DC & DR Bill of Material

S No. Equipment / Parts DC DR

1 Edge Server 2 1

2 Web Server 2 1

3 Database Server( High End Rack Server) 2 1

4 Application Server (Blade server) 2 2

5 Directory Server 1 1

6 GSM/GPRS Server 2 1

7 Reporting Server 1 1

8 Log Server 1 1

9 Switching Server 1 1

10 Integration Server 1 1

11 Storage Manager Server 1 1

12 EMS Server 1 1

13 Helpdesk Server 1 1

14 Backup and Archival Server 1 1

15 Staging Server 1 1

16 Storage Area Network (SAN) Array – 12 TB 1 1

17 Tape Library – 2 Slot/Drive (Tape 20 nos x 1 TB) 1 1

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DC & DR Bill of Material

S No. Equipment / Parts DC DR

18 Core Router 2 1

19 Primary Firewall 2 1

20 Internal Firewall 2 1

21 Edge Router 1 1

22 Intrusion Prevention System (IPS) 2 1

23 Core & Distribution Switch L3 48 Ports Managed 4 2

24 Server Farm L3 Switch 24 Ports Managed 2 1

9.8.2 Central Office, Lucknow Central Office Bill of Material (1 Location)

# Equipment / Parts Qty per Location Total Qty

1 Workstations 4 4

2 Printers 4 4

3 LAN Unmanaged Switch L2 24 Ports 1 1

Help Desk Bill of Material (1 Location)

1 Workstation 2 2

2 Helpdesk ticketing software 1 1

9.8.3 Regional Offices

Divisional Office Bill of Material (20 locations)

# Equipment / Parts Qty per Location Total Qty

1 Workstation 1 20

2 Router 1 20

3 LAN Unmanaged Switch 8 Ports 1 20

4 UPS with 60 minutes Battery Backup 1 20

5 Printers 1 20

9.8.4 Depots Depot Bill of Material (115 locations)

# Equipment / Parts Qty per

Location Total Qty

1 Depot Servers 2 230

2 Workstation 1 115

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Depot Bill of Material (115 locations)

# Equipment / Parts Qty per

Location Total Qty

3 Router 1 115


5 ETIM Charging Unit with 250 pigeon holes 1 115

6 UPS 2 230

7 Printers 2 230

8 ETIM - 15625

9.8.5 Counter Booking/ORS Depot/Bus Stations Bus Station Bill of Material (150 locations)

S No. Equipment / Parts Qty per

Location Total Qty

1 Workstation 1 150

2 Printers 1 150

3 Smart Card Reader & writer 1 150

4 Router 1 150


6 UPS 1 150

9.8.6 Specification for Server deployed at Depot

Item Make and

Model

Specification OS

Version

My sql

Version

Php

Version

Apache

Version

249

Depot

ETIM

Server

HP

PROLIANT

ML 110

Server

Dual Core / 1 GB

RAM / 160 GB SATA

/ Optical Drive /

Keyboard / Mouse /

Monitor / Linux

Linux

5.2

5.0.45 5.1.6 2.2.3

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10 Payment Schedule 10.1 Overview

▪ The project requires services from the selected bidder and therefore, the payment

will be made based on the desired ‘Transactions’ carried out by the selected bidder

as per the payment model and SLAs as detailed out in subsequent sections. The

estimated cost for the project would be in excess of INR 50 Crores. This is an

indicative cost and the bidder is expected to estimate the project cost separately for

deriving the per transaction cost.

▪ It is also implied that even though in order to complete the said-transactions, the

bidder would be required to create a suitable ICT Infrastructure, deploy the

necessary Staff and thereafter bear the operational expenses on daily-basis, this

entire cost for establishing, operating and maintaining the system and its operations

would be borne by the bidder and should factored in the ‘Per Transaction Cost’ to be

quoted in the Commercial Proposal.

10.2 Details of transactions ▪ UPSRTC has issued around 60 crore tickets annually for the past three years. In the

present ongoing ITMS project , UPSRTC has issued over 3+lac smart cards and over

17+ lac renewals till date. Now UPSRTC expects to increase the sale of BOT tickets

due to consideration of zero value tickets as billable.

▪ Based on this data the bidder is expected to estimate the efforts actually required for

providing the rates per transaction. It is informed that the projected scale of

transactions may increase or decrease depending on market conditions. Also, UPSRTC

will be floating a separate tender for selection of a bank / financial institutions /

prepaid payment instrument companies for issuing of additional card for passengers

which may be in addition to the existing cards. UPSRTC doesn’t indemnify the bidder

who is expected to develop solutions that are scalable to address the variations in

volume of transactions.

10.3 Chargeable Transactions Chargeable Transactions: Bidder will be paid only for tickets on which passenger(s)

travels, and which is cancelled, if booked through the online reservation system. So, if a

ticket has been booked through the online reservation system, and then cancelled, SI shall

be paid for both the transactions.

A. Non chargeable–The SI will not be paid for all remaining tickets types which are:

• Monthly / Quarterly pass • Student monthly pass

• Freedom fighter and their escort • Press reporter • M.L.A. and one escort • Ex. M.L.A and escort • M.L.C. and escort • Ex. M.L.C. and escort

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• Arjuna and Dronacharya Awardee • Staff on duty pass – Employee • UPSRTC Employee free pass • Other UPSRTC vehicle passenger • Rescue operation passenger • Platform ticket • Difference ticket • Unpaid amount ticket

1. SI/Organisation will not be paid for all remaining tickets types.

2. SI/Organisation will be paid for all smart cards issued. In case a new type of ticket

is added, then decision on the same will be taken by UPSRTC.

3. UPSRTC issues around 60 crores tickets annually. Annual number of billable

tickets issued from the system in the past years is given in the table below for

transaction volume.

Year

2015-16 2016-17 2017-18 2018-19 2019-20

Billable

tickets issued

55.6 Cr

56.46 Cr

62.58Cr

60.16 Cr

57.54 Cr

As can be seen in the previous years, the number of transactions i.e. billable tickets is

decreasing. Also, the transactions volume involved is quite high. These factors require

considering various scenarios for ticket volumes while ascertaining optimum ticket revenues to ensure project viability for the vendor.

Other considerations while defining the payment model are detailed as follows. If the

number of transactions grows at an unexpected rate due to specific interventions made

by UPSRTC such as addition of new fleet buses, newer services, the payment being made

to vendor needs to be reduced appropriately. This will be done by introducing slab-wise

reduction in the rate payable per ticket to the vendor. Likewise, there is a need for

reducing risk for the vendor due to significant drop in volumes. For this purpose,

minimum guarantee of 40 Crores, as decided by UPSRTC based on their internal

projections, will be made to the vendor

The payment model based on above considerations and requirements has been

detailed below. Payment Terms & Calculations for tickets issued Transaction

definition: Tickets issued through ETIM and ORS

Slab definition:

1. Slab 1- 60 Crore tickets issued through ETIM and ORS in a year

2. Slab 2- 10% increase in the tickets issued volume i.e. 66 Crore tickets issued

through ETIM and ORS in a year will result in 10% reduction in the rate payable per

ticket to the vendor. This reduced rate will be applicable only on the incremental

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tickets i.e. tickets over 60 Crores but till 66 Crore.

3. Slab 3- Above 10% increase in the tickets issued volume i.e. greater than 66 crore

tickets will result in a further reduction of 10% in the rate payable per ticket to

the vendor. This reduced rate will be applicable only on the incremental tickets i.e.

tickets over 66 Crores

The model has been depicted in the table below.

Activity Volume Per Annum

First Slab Second Slab Third Slab

Tickets issued Tickets issued Volume Tickets issued

Volume Volume

(A) (B) (C)

Per Ticket Volume (V) Till 60 Crore Greater than 60 Crore Above 66 Crore

Charges but up to 66 Crore Max Volume Va = 60 Crore Vb = 66 Crore

Rate (in

INR) (R)

Ra Rb = 0.9*Ra Rc = 0.8*Ra

Minimum Volume Guarantee 40 Crore

The value of Ra, Rb and Rc will also be used for actual payments to be made.

The payment towards the tickets shall be made based on the following formula (for the

complete state, and not at individual depots):

• If the actual ticket sale is less or equal to 40 Crore, then the amount to be paid is

40,00,00,000 * Ra

• If the actual ticket sale is greater than 40 Crore and less or equal to than the

volume specified in Slab 1, then the amount to be paid is (Ticket Volume) * Ra

• If the actual ticket sale is more than the volume specified in Slab 1, but less than

or equal to the volume specified in Slab 2, then the amount to be paid is (Va) *

(Ra) + (Ticket Volume –Va) * {Rb}

• If the actual ticket sale is more than the volume specified in Slab 1 & 2, then the

amount to be paid is {(Va) * (Ra)} + {(Vb - Va) * (Rb)} + {(Ticket Volume – Vb) *

{Rc}}

Note:

The minimum guaranteed amount of 40 Crore tickets would be applicable and can be

used for payment calculation only on completion of the project implementation across all

the depots in UPSRTC. Before completion of the implementation, the vendor shall be paid

based on actual ticket sale only.

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10.4 Payment Terms & Calculations for Smart Cards ▪ Transaction definition: Smart Cards issued through ETIM and ORS

▪ The payment to bidder will be made on per-card basis at a fixed rate. UPSRTC will pay

to the bidder as per issuance of a smart card to passenger, which will be fixed at Rs

25/- per card (GST will be payable extra).

▪ If the actual smart card issued is N, then amount to be paid will be calculated as

(25*N) without GST.

10.5 Payment of Damage and Missing Parts of Hardware. ▪ It will be sole responsibility of bidder to maintain desired hardware for the project

and provide regular maintenance and Service during the contract period. The bid

price should include all the maintenance and repair cost due to wear and Tear.

▪ Hardware parts and Equipment’s if abused or damaged physically or otherwise

whether intentionally or unintentionally by user then the same will be replaced by

the bidder on chargeable basis. This is applicable to all the hardware deployed

including but not limited to Laptops, Printers, Router, Switch, ETIM, Smart Card

Readers, UPS Inverters and Batteries, Video wall, SIM, SAM and all the accessories

required for smooth running of Hardware.

▪ Bidder has to keep track of all the deployed hardware and submit a monthly report

assuring that all the deployed hardware is in good and working condition. In case of

any damage or missing parts the same shall be reported and brought to the notice of

concern Manager at Depot, Region or any other location.

▪ The damaged parts will be submitted to the Incharge of the office and same will be

verified and signed by the Authorized person. The Invoice will be raised by the bidder

only after confirmation by the authorized person in writing provided to HO. The

Invoice will be submitted along with the Monthly Invoice.

▪ Bidder has to submit a list of Spare parts with its Price for all the Hardware deployed

from the Original Equipment Manufacturer. Bidder will ensure that the price of

spares provided will be in line with the Market price and will remain fixed during the

entire contract period.

10.6 Payment Terms ▪ Payments for the bidder will be start once the project implementation is complete

i.e. after completion of Phase III, all operations across all UPSRTC locations have

been taken over by the bidder and system has stabilized for a period of 2 months.

The various timelines and related milestones have been defined in section 6 of

this RFP under project timelines.

▪ Payment will be made for all tickets which are issued by system implemented by

bidder since Phase II of the project. However, this would be released at the

completion of Phase III as defined in section 6 of this RFP under project timelines.

▪ Operational SLAs and minimum guarantee shall be applicable from Phase IV of

the project.

▪ The monthly bill for all locations, will be submitted by the bidder to the IT

Division, Head Office, Lucknow. After verification of bills, if there is no discrepancy

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90% of the payment will be released within 10 days of bill submission. The

remaining 10 % of the payment will be released within 30 days time after final

verification/audit of the bills.

10.7 Adherence to SLA The payment to the bidder shall be governed by the SLAs defined in this RFP.

10.8 Adherence to Milestone plan ▪ The payment to the bidder shall also depend on the adherence of the bidder to the

timelines specified for implementation as specified in section 6 of the RFP.

Note:

▪ For each day of delay in achieving the milestones and submission of deliverables as

per the table provided in section 6 of the RFP, UPSRTC shall levy a penalty of INR

20,000. If the final Go-Live is delayed beyond 6 months, or any particular milestone

is delayed beyond 3 month, then UPSRTC may terminate the contract and also

reserves the right to invoke suitable penalty clauses.

10.9 Periodicity of payment Payment to the selected bidder would be on monthly basis for the total number of

chargeable Transactions handled in a specific month in a year based on the invoice

submitted in accordance with the payment schedule mentioned above and the deductions

based on the performance on the SLAs defined in this RFP. Additionally, all payments to

be made by UPSRTC to the bidder shall be inclusive of all statutory levies, duties, taxes and

other charges whenever levied / applicable (including Service Tax as applicable).

10.10 Third Party Audits and Reviews Cost of any third-party audit – initial and annual audits as mentioned in this RFP - shall

be borne by UPSRTC. Payment to the agency and selection of third party auditor will be

made by UPSRTC. Audit shall be done at initial stage of contract and whenever there will

be changes in device or in software specification.

10.11 Taxes and Statutory Payments ▪ All payments agreed to be made by UPSRTC to the bidder in accordance with the Bid

shall be inclusive of all statutory levies, duties, taxes and other charges whenever

levied/applicable.

▪ The bidder shall bear all personal/income taxes levied or imposed on it and its

personnel, etc. on account of payment received under this Contract. The bidder shall

bear all income/corporate taxes, levied or imposed on the bidder on account of

payments received by it from UPSRTC for the work done under this Contract. The

bidder shall bear all other taxes such as GST, octroi, VAT, custom duty, service tax,

etc. if there is change in tax rate or introduction of any new tax, same shall be passed

to each party i.e. if tax rate reduces, bidder will charge lower rate and if tax rate

increases or new tax is introduced, bidder will be compensated for additional

percentage or new tax.

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11 Service Level Agreement (SLA) 11.1 Objectives

The objective of SLA is to clearly define the expected level of the services being

offered by the BIDDER (Successful Bidder) to the Purchaser (UPSRTC) for the period

of the contract or until the SLA has been amended. SLA defines the responsibility of

the successful bidder in ensuring adequate delivery of the deliverables and the

services coupled with correctness of the same based on the performance indicators

detailed out in this document.

BIDDER shall provide services as defined in RFP, which details out the scope of

work in accordance with the conditions mentioned in Section 6 to ensure adherence

to project timelines and error free availability of the services.

11.2 SLA categories The SLA has been classified into two broad categories as given under.

• Category I: For Phase I, II & III - These are system delivery level targets which shall

be adhered to during the implementation of the system, these services may be

considered as pre-requisites to the service level targets mentioned in the post

implementation phase.

• Category II: Phase IV & Phase V - These are business critical level targets which

shall be adhered to post implementation/commissioning of the system. Default on

any of the service levels mentioned under this will incur penalties as defined in

this section.

For Category I, the penalty will not exceed 20% of the Performance Bank Guarantee

(PBG). For Category II, the penalty will not exceed 10% of the total amount being paid to

the bidder during the monthly payment period. The liquidated damages recoverable from

the bidder as specified in the RFP will be in addition to the penalty on the SLAs.

The Service level agreement would be valid for the complete period of contract. This SLA

may be reviewed and revised according the procedure detailed in SLA Change Control

Mechanism.

For the purpose of recovery of penalty imposed, the penalty amount will be adjusted

against 20% payment to be made by UPSRTC for the respective month.

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11.3 SLA measurement and monitoring 11.3.1 SLA applicable during Implementation Phase

S.NO Services Parameter Validation Penalty

1 Adherence to

project

timelines

Adherence to

timelines as

defined in the

project timelines in

section 6 within

this RFP.

Number of days of delay for each milestone

as defined in the project timelines in section

6.

Measurement Tool:

Project Management Office (PMO)

Periodic Project Progress Reports

Rs. 20,000 per additional day

of delay

If the delay exceed more than

60 days, UPSRTC may decide to

invoke breach clause

11.3.2 SLA application Post–implementation Phase S.NO Services Parameters Validation Level Penalty

1 Help Desk Resolution of

tickets logged as

per timelines

defined in the

“Severity

definition chart”

given below

Reports generated from the

Ticket logging system.

Percentage of number of

tickets resolved within

maximum resolution time

as per the definition chart

against total number of

tickets logged in the system

for the measurement period

Measurement Tool:

>=99% No Penalty

95% - 99% 2% penalty on monthly billing

of the bidder

Below 95% 3% penalty on the monthly

billing of the bidder

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S.NO Services Parameters Validation Level Penalty

Reports from SLA

monitoring tool and ticket

issuance tool

2 Network Uptime BIDDER to

ensure uptime of

the following

network

components

Internal LAN at

DC, Internet

Links at central

system, Link

between DC and

DR and central

network

infrastructure

Reports on network

performance.

Non-Availability of even

one of the service would

amount to deviation of this

purpose

Any downtime for

maintenance shall be with

prior written intimation to

the UPSRTC

Measurement Tool:

>=99.8% No Penalty

98% - 99.8% 2% penalty on the monthly




Reports from Network

monitoring tool

3 Hardware Uptime BIDDER to

ensure uptime of

>=99.8% No Penalty.

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all hardware at

Data Center Monthly Hardware

components functioning

report

98% - 99.8% 2% penalty on the monthly


Non-Availability of even

one of the service would


purpose


billing of the bidder.

Any downtime for

maintenance shall be with

prior written intimation to

the UPSRTC

Measurement Tool:

Reports from SLA

monitoring tool

4 Availability of the central

integrated system hosted

at DC

24/7 availability

of the online

reservation

system

Monthly report on

application availability

Non Availability of even one

of the service would

>=99.8% No Penalty.

95% - 99.8% 2% penalty on the monthly bill

of the bidder

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purpose Below 95% 3% penalty on the monthly

billing of the bidder.

Measurement Tool:

Reports from SLA

monitoring tool

5 Asset/Invento

ry

Management

The BIDDER to

maintain a

minimum

number of ETIM

machines at the

Depot on monthly

basis as per the

defined

thresholds**

Percentage will be

calculated across all depots.

Measurement Tool:

SLA monitoring tool

98% No Penalty

Less than 98% 3% percent on the monthly


6 Repair/Breakdown of ETIM

Percentage of

faulty or

breakdown

ETIMs not

resolved in

60mins

Percentage will be

calculated across all depots,

and will exclude the count

of ETIM machines which are

kept in stock or are unused

Measurement Tool:

<=2% No Penalty

>2% 3% percent penalty on the

monthly billing of the bidder

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SLA monitoring which may

provide this information

from ETIM component

issue tracking report

7 Resource availability

for BIDDER

Services

Number of shift

days for which

resource is

present at the

designated

location/Total

number of shift

days

Attendance Registers

through system

Measurement Tool:

Average out of all of the

resources deployed by the

bidder

>99% No Penalty

95% - 99% 1% penalty on the monthly


Less than 95% 2 % penalty on the monthly


**Thresholds will be defined at the time of implementation

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Tender/UPSRTC/IT/ETIM/IoT/2021 ST/IT/ETIM&ORS/XXXXXX

Page 185


11.4 Severity definition chart Severity definition chart is tabulated below for reference

Support

Category

Criteria Resolution Maximum Response

Time

Critical The system is unable to be used for

normal business activities. There is

certainty of financial loss to UPSRTC.

90 Minutes 10 Minutes

Urgent There is a problem with part of the

system, which impacts on UPSRTC’s

decision making. No viable workaround

is available. There is a likelihood of

financial loss.

4 Hours 1 Hour

High The efficiency of users is being

impacted, but has a viable workaround.

6 hours 2 Hours

Medium A low impact problem that affects the

efficiency of users but has a simple

workaround.

12 Hours 8 Hours

Low A fault, which has no impact on

processing of normal business activities.

One Week 8 Hours

11.5 Uptime calculation for the month

• The UPSRTC would provide a maximum of 08 hours during non-peak hours of planned

downtime for the preventive maintenance (as part of scheduled downtime) per month

per equipment/service.

• The downtime for scheduled maintenance (patch application, upgrades – OS, Database,

etc.) would need to be mutually agreed between UPSRTC and the Bidder. To reduce this

time, various maintenance activities can be clubbed together with proper planning.

• "Total Hours" means the total hours over the measurement period i.e. one month (24

hours * number of days in the month).

11.6 Cumulative Downtime • The recording of downtime shall commence at the time of registering the call with

bidder for any downtime situation for the equipment.

• Downtime shall end when the problem is rectified and the application/ service is

available to the user.

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• Down time will not be considered for following:

• Pre-scheduled preventive maintenance and health checks (Scheduled Downtime).

• Failover time (30 minutes) in case of cluster environment. Beyond which the service

would be considered to be not available and appropriate penalty shall be imposed on

the SI.

• If the UPSRTC elects to continue the operation of the machine / equipment, when a part

of the machine is giving problem and leading to downtime, the commencement of

downtime shall be deferred until the UPSRTC releases the machine / equipment to the

BIDDER for remedial action.

11.7 Non-Adherence to SLA • In case the bidder is unable to adhere to the target levels mentioned in the SLA and the

percentage of penalty due to defaults exceeds 5 percent for Six consecutive months, then

the penalty would be doubled in the fourth month and subsequently till the same is

rectified for two consecutive months.

• In case the bidder defaults in the same category for four consecutive months, then the

penalty would be doubled in the fourth month and subsequently for that category till the

same is rectified for two consecutive months.

• The cap of 10% as mentioned above will not be applicable in both cases of this RFP

document.

• These breach clauses mentioned in this document will be relaxed for the four quarters

after go-live.

11.8 Breach of SLA If the penalty continues for 8 consecutive months for the same category or over 10% across all

categories, UPSRTC may invoke breach and terminate the contract. The decision of UPSRTC in

this regard shall be final and binding on the bidder, the UPSRTC will treat it as a case of breach

of Service Level Agreement. The following steps will be taken in such a case:-

• UPSRTC issues a show cause notice to the SI.

• Bidder should reply to the notice within Seven working days.

• If the UPSRTC authorities are not satisfied with the reply, the UPSRTC will initiate

termination process as described in Section 16.9 of RFP. In case of termination of

contract by UPSRTC under breach of SLA, UPSRTC may exercise the right to invite next

higher bidders to match the bid rates of L1 and join as New System Integrator

11.9 Exclusions The bidder shall be exempted from any delays on SLA parameters arising from the delay in approvals, reviews, suggestions etc from the UPSRTC’s side. Any such delays shall be notified in written by the UPSRTC

11.10 Monitoring and Auditing UPSRTC will review the performance of bidder against the SLA parameters each month, or

at any periodicity defined in the contract document. The review / audit report will form

basis of any action relating to imposing penalty or breach of contract. Any such review /

audit can be scheduled or unscheduled. The results will be shared with the bidder as soon

as possible.

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Page 187

11.11 Reporting Mechanism The bidder’s representative will prepare and submit SLA performance reports in an agreed

upon format by the 5th working day of subsequent month of the reporting period. The reports

will include “actual versus target” SLA performance, a variance analysis and discussion of

appropriate issues or significant events.

11.12 Issue Management Procedures ▪ Either UPSRTC or BIDDER may raise an issue by documenting the business or technical

problem, which presents a reasonably objective summary of both points of view and

identifies specific points of disagreement with possible solutions.

▪ UPSRTC and the SI’s representative will determine which committee or executive level

should logically be involved in resolution.

▪ A meeting or conference call will be conducted to resolve the issue in a timely manner. The

documented issues will be distributed to the participants at least 24 hours prior to the

discussion if the issue is not an emergency requiring immediate attention.

▪ The UPSRTC and the Bidder shall develop an interim solution, if required, and subsequently

the permanent solution for the problem at hand. The Bidder will then communicate the

resolution to all interested parties.

▪ In the event a significant business issue is still unresolved, the arbitration procedures

described in the Contract will be used.

11.13 General This process provides an appropriate management structure for the orderly

consideration and resolution of business and operational issues in the event that quick

consensus is not reached between UPSRTC and bidder. It is expected that this pre-defined

process will only be used on an exception basis if issues are not resolved at lower

management levels.

11.14 Issue Management Process i. Either UPSRTC or BIDDER may raise an issue by documenting the business or

technical problem, which presents a reasonably objective summary of both points

of view and identifies specific points of disagreement with possible solutions.

ii. UPSRTC and the SI’s representative will determine which committee or

executive level should logically be involved in resolution.

iii. A meeting or conference call will be conducted to resolve the issue in a timely

manner. The documented issues will be distributed to the participants at least 24

hours prior to the discussion if the issue is not an emergency requiring immediate

attention.

iv. The UPSRTC and the Bidder shall develop an interim solution, if required, and

subsequently the permanent solution for the problem at hand. The Bidder will

then communicate the resolution to all interested parties.

v. In the event a significant business issue is still unresolved, the arbitration

procedures described in the Contract will be used.

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11.15 SLA Change Control 11.15.1 General

It is acknowledged that this SLA may change as UPSRTC’s business needs evolve over the

course of the contract period. As such, this document also defines the following

management procedures:

• A process for negotiating changes to the SLA.

• An issue management process for documenting and resolving particularly difficult

issues.

• UPSRTC and BIDDER management escalation process to be used in the event that

an issue is not being resolved in a timely manner.

• Any changes to the levels of service provided during the term of this agreement will be

requested, documented and negotiated in good faith by both parties. Either party can

request a change. Changes will be documented as an addendum to this document and

consequently the contract.

11.15.2 SLA Change Process Both the parties may amend this SLA by mutual agreement in accordance. Changes can

be proposed by either party. Normally the forum for negotiating SLA changes will be

UPSRTC’s monthly review meetings.

11.15.3 Version Control All negotiated SLA changes will require changing the version control number. As

appropriate, minor changes may be accumulated for periodic release (e.g. every quarter)

or for release when a critical threshold of change has occurred.

11.16 Management Escalation Procedures ▪ The purpose of this escalation process is to provide a quick and orderly method of

notifying both parties that an issue is not being successfully resolved at the lowest

possible management level. Implementing this procedure ensures that UPSRTC and

BIDDER management are communicating at the appropriate levels. Escalation

should take place on an exception basis and only if successful issue resolution cannot

be achieved in a reasonable time frame.

▪ All issues would be raised to the project management team, which is completely

responsible for the day to day aspects of the implementation. The project

management team shall classify the issues based on their severity level and resolve

them within appropriate timelines.

▪ If project management team is unable to resolve an issue, the issue would be

escalated to the top management with options/ risks detailed for decision. Top

management will make decisions based on the options/ risks presented.

▪ In case one or both the parties are unsatisfied with the decision of the top

management of the UPSRTC, the dispute will be resolved as specified in this RFP

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12 Bid and bidding process requirements 12.1 Instructions to Bidders

1. This invitation for bid is for “Selection of a system integrator for implementing “IoT

based Integrated Bus Ticketing System” for Uttar Pradesh State Road Transport

Corporation (UPSRTC) on Build & Operate (BO) Basis.

2. Bidders are advised to study the tender document carefully. Submission of bid shall be

deemed to have been done after careful study and examination of the tender document

with full understanding of its implications. Tenders prepared in accordance with the

procedures enumerated in RFP should be submitted online not later than the date and

time laid down under below 3. Bidders are advised to visit the site locations for better understanding of the RFP. In case

the Bidders wish to visit the site, they must inform and coordinate with UPSRTC at least

3 days before the visit. 4. All bids must be accompanied by an Earnest Money Deposit (EMD) of 50,00000/-

(Rupees Fifty Lakh only), in the form of Demand Draft/Fixed Deposit Receipt/Bankers

Cheque/Bank Guarantee valid for 90 days beyond the validity of the Bid. The Demand

Draft/Fixed Deposit Receipt/Bankers Cheque/Bank Guarantee should be issued by a

Scheduled Commercial Bank in favour of “Secretary Corporation UPSRTC” payable at

Lucknow. 5. Bids not accompanied by Cost / Payment Receipt of RFP document and EMD shall be

treated as non-responsive. 6. Schedule for Invitation and other arrangements with respect to the Tender:

Name of the Bid Invitee Uttar Pradesh State Road Transport

Corporation

Addressee and Address for

Correspondence / Clarification,

Pre-Bid Meeting and Bid Opening

Chief General Manager(Operations),

Uttar Pradesh State Road Transport

Corporation

6, MG Marg, Parivahan Bhawan

Lucknow- 226001

Phone 0522-2274215

E-mail ID [email protected] [email protected]

7. The following points need to be considered while submitting the bids:-

• The tender document is uploaded / released on e-tendering website

“https://etender.up.nic.in”. Subsequently, bid has to be prepared and submitted

online ONLY on the e-Tender portal.

• Both the Bids (Technical as well as Commercial) shall have to be submitted online.

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• The date and time for online submission of bids shall strictly apply in all cases.

• The tenderers should ensure that their tender is prepared and submitted online

before the expiry of the scheduled date and time. No delay on account of any cause

will be entertained. Offers not submitted online will not be entertained.

• If for any reason, any interested bidder fails to complete any of online stages during

the complete tender cycle, the UPSRTC shall not be responsible for that and any

grievance regarding that shall not be entertained.

• UPSRTC may, at its own discretion, extend the date for submission of bids. In such a

case all rights and obligations of UPSRTC and the Bidders shall be applicable to the

extended time frame.

• At any time prior to the last date for receipt of bids, UPSRTC, may, for any reason,

whether at its own initiative or in response to a clarification requested by a

prospective bidder, modify the tender document by an amendment. The amendment

will be notified on e-Tendering website and should be taken into consideration by

the Bidders while preparing their bids.

• The offers submitted as documents, by telex/telegram/fax/Email or any manner

other than specified under this RFP, will not be considered. No correspondence will

be entertained on this matter.

• Printed terms and conditions of the bidders will not be considered as forming part

of their bid.

• The bids submitted in the response to this tender will be valid for 180 days from the

date of opening of the Technical Bid.

• The following table provides the important dates w.r.t. the Tender:

Key events

1 Date of issuance 26.02.2021

2 Last date for receiving pre-bid queries 13.03.2021 up to 12:00 hrs

3 Pre-bid conference details 15.03.2021 From 11:00 AM at UPSRTC HQ , Parivahan Bhawan, 6 MG Marg Lucknow 226001

4 Date for response to pre-bid queries To be notified on https://etender.up.nic.in & www.upsrtc.com

5 Last date for preparation of bids To be notified later through above websites

6 Last date of submission of bids As above

7 Opening of Pre-qualification bids and

technical bids

As above

8 Opening of commercial bids Will be communicated later

Tender Cost: The RFP document can be obtained by making a payment of Rs. 10,000 (Rupees

Ten thousand only, which is inclusive of GST) in the form of a Demand Draft issued by

Nationalized / Scheduled bank during working hours on all working days at the office address.

The Demand Draft should be issued by Nationalized / Scheduled bank should be drawn in

favour of “ Secretary Corporation UPSRTC “payable at Lucknow. Please note that the RFP

response of a bidder would not be entertained in case the cost of RFP document is not paid by

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the bidder as per the details mentioned. The cost of RFP is non-refundable and non-

transferable.

12.2 Procedure for Submission of Bids Bids are to be submitted as per the Annexures mentioned in the RFP

• In case, the day of bid submission is declared Holiday by Govt. of India, the next working

day will be treated as day for submission of bids. There will be no change in the timings. • Tender bid must contain the name, office and after office hours addresses including

telephone number(s) of the person(s) who are authorized to submit the bid with their

signatures. • Un-signed & un-stamped bid shall not be accepted. • Bids NOT submitted as per the specified format and nomenclature will be out rightly

rejected. • Ambiguous bids will be out rightly rejected. • UPSRTC will NOT be responsible for any delay on the part of the vendor in obtaining the

terms and conditions of the tender notice or submission of the tender bids. • The Bidder is required to submit as per the online bid submission requirements and one

physical copy of the Technical Bid document excluding financial bid. The offers submitted

by telegram/ fax/ E-mail etc. shall NOT be considered. No correspondence will be

entertained on this matter. The physical copy of the technical bid along with two ETIM

devices shall be submitted at the time of technical bid opening. Physical copy of commercial

bid will NOT be submitted. • Tender process will be over after the contract is signed with the selected bidder. • Bids not quoted as per the format given by UPSRTC will be out rightly rejected. • UPSRTC shall not be responsible for non-receipt / non-delivery of the bid documents due to

any reason whatsoever. • Any bid delivered or uploaded after the submission deadline will not be considered • Instruction for bid submission in attached in Annexure A5. Bidder is expected to go through

the same.

12.3 Cost to Bid The Bidder shall bear all costs associated with the preparation and submission of its bid,

including cost of presentation and any clarification of the bid that may be desired by UPSRTC.

UPSRTC will in no case be responsible or liable for those costs, regardless of the conduct or

outcome of the tendering process.

12.4 Contents of the Tender Document The Bidder is expected to examine all instructions, forms, terms & conditions, and scope of work

in the tender document and furnish all information as stipulated therein.

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12.5 Clarification on Tender Document A prospective Bidder requiring any clarification on the Tender Document may submit his

queries, via email at the UPSRTC’s mailing address [email protected] and as per schedule. The

queries must be submitted in the format as defined in FORM1. FORM FOR REQUESTING

CLARIFICATIONS ON TENDER DOCUMENT. UPSRTC may not respond to any queries not

adhering to the above-mentioned format.

UPSRTC will respond in writing, to any request for clarification to queries on the Tender

Document, received not later than the dates prescribed by the UPSRTC in this tender document.

Written copies of the UPSRTC's response (including the query but without identifying the source

of inquiry) will be notified on tendering website “https://etender.up.nic.in” should be taken

into consideration by the Bidders while preparing their bids. ONLY BIDDERS WHO HAVE

PURCHASED THE TENDER DOCUMENTS WILL BE ALLOWED IN THE PRE-BID CONFERENCE.

12.6 Amendment of Tender Document • At any time prior to the last date for receipt of bids, UPSRTC, may, for any reason, whether

at its own initiative or in response to a clarification requested by a prospective agency,

modify the Tender Document by an amendment. The amendment will be notified on

UPSRTC’s website and e-Tendering portal and should be taken into consideration by the

Bidders while preparing their bids. • In order to provide prospective Bidders reasonable time in which to take the amendment

into account in preparing their bids, UPSRTC may, at its discretion, extend the last date for

the receipt of Bids. • UPSRTC may at any time during the tendering process request the Bidder to submit revised

Technical / Commercial Bids and/or Supplementary commercial bids without thereby

incurring any liability to the affected Bidder or Bidders.

12.7 Language of Bids The Bids prepared by the Bidder and all correspondence and documents relating to the bids

exchanged by the Bidder and the UPSRTC, shall be written in English language, provided that

any printed literature furnished by the Bidder may be written in another language so long the

same is accompanied by an English translation in which case, for purposes of interpretation of

the bid, the English translation shall govern.

12.8 Documents Comprising the Bids The bid prepared by the Bidder shall comprise of the following components:

Technical Bid - The Technical Bid, besides the other requirements of the Tender, shall comprise

of the following:

• Annexure 2: COVERING LETTER – TECHNICAL BID

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• ANNEXURE3: BIDDER DETAILS

• ANNEXURE4: SOLUTION, APPROACH, METHODOLOGY AND WORK PLAN

• ANNEXURE5: SELF DECLARATION BY BIDDER

• ANNEXURE6: PROFILE OF PERSONNEL

• ANNEXURE7: MANPOWER DETAILS

• ANNEXURE8: DETAILS OF EXPERIENCE OF BIDDER IN VARIOUS PROJECTS

• ANNEXURE9: RESPONSE TO ELIGIBILITY AND EVALUATION CRITERIA

• ANNEXURE10: PROJECT EXPERIENCE

• ANNEXURE11: FORMAT FOR MANUFACTURER’S AUTHORIZATION FORM

• ANNEXURE 14: LIST OF SUB-CONTRACTORS AND OEMS AND THEIR DETAILS

• ANNEXURE 15: DETAILS OF SUB-CONTRACTORS AND OEMS

1.1 Commercial Bid - The Commercial Bid, besides the other requirements of the Tender, shall

comprise of the following:

• ANNEXURE 12: COVERING LETTER: COMMERCIAL BID

• ANNEXURE 13: COMMERCIAL BID FORMAT

1.2 Other Annexures –

• PROFORMA FOR BANK GUARANTEE FOR CONTRACT PERFORMANCE

• PROFORMA FOR SECURITY DEPOSIT

12.9 Bid Prices • The Bidder shall indicate in the Proforma prescribed the unit rates and total Bid Prices of

the equipment / services, it proposes to provide under the Contract. Prices should be

shown separately for each item as detailed in Tender Documents. • The Bidder shall prepare the bid based on details provided in the tender documents. It must

be clearly understood that the Scope of Work is intended to give the Bidder an idea about

the order and magnitude of the work and is not in any way exhaustive and guaranteed by

UPSRTC. The Bidder shall carry out all the tasks in accordance with the requirement of the

tender documents and it shall be the responsibility of the Bidder to fully meet all the

requirements of the tender documents. • If at any stage during the currency of the contract, the solution proposed does not meet the

functional requirements, conceptual design, performance requirements/SLA, and other

requirements of Tender, the Bidder shall revise the required specifications and/or

quantities as proposed by the Bidder in his bid in order to meet the said objectives/targets.

This is applicable for upward revisions only with the consent of UPSRTC, downward

revisions will not be allowed for the bidder. All such provisions shall be made by the Bidder

within the lump sum contract price, at no extra cost to UPSRTC and without any impact to

UPSRTC whatsoever.

12.10 Firm Prices

• Prices quoted in the bid must be firm and final and shall not be subject to any modifications,

on any account whatsoever. The Bid Prices shall be indicated in Indian Rupees (INR) only.

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• Prices proposed are to be all inclusive and are required to remain firm without any

conditions. The taxes quoted in the offer should be as per the prevailing tax rates. Any

subsequent increase in the tax rates or introduction of new tax will be paid by UPSRTC.

Similarly any benefits arising due to downward revision in tax rates, or any exemptions

availed by the Bidder organization should be passed on to UPSRTC.

12.11 Bidder Authorization

• The "Bidder" as used in the tender documents shall mean the one who has signed the

Tender Forms. The Bidder may be either the Principal Officer or his duly Authorized

Representative, in either cases, he/she shall submit a power of attorney. All certificates and

documents (including any clarifications sought and any subsequent correspondences)

received hereby, shall be furnished and signed by the representative and the principal. • It is further clarified that the individual signing the tender or other documents in

connection with the tender must certify whether he/she signs as the Constituted attorney

of the firm, or a company. • The authorization shall be indicated by written power-of-attorney accompanying the bid. • Any change in the Principal Officer shall be intimated to UPSRTC in advance.

12.12 Earnest Money Deposit (EMD)

• The Bidder shall furnish, as part of its pre-requisition bid, an EMD of INR 50,00,000/-

(Rupees Fifty Lakh only) along with technical bid.

The EMD is required to protect the UPSRTC against the risk of Bidder’s conduct, which

would warrant the EMD forfeiture.

• The EMD shall be denominated in Indian Rupees, and shall be in the form of a Demand

Draft/Fixed Deposit Receipt/Bankers Cheque/Bank Guarantee in favor of “Secretary

UPSRTC” by a nationalized bank or / scheduled bank”. The Name & Address of the firm

submitting the bid document has to be furnished on reverse of the EMD Failure to submit

the technical bid along with the EMD shall result in disqualification of the bid document. • Unsuccessful Bidder’s EMD will be returned as promptly as possible after the award of the

contract to the successful bidder. • The EMD of successful Bidder will be retained by UPSRTC till signing of contract. • Bid without adequate EMD will be liable for rejection without providing any opportunity

to the bidder concerned. • The EMD may be forfeited:

a) if a Bidder withdraws its bid during the period of bid validity specified by the Bidder

in the Bid; or

b) in the case of a successful Bidder, if the Bidder fails;

1 To sign the Contract in accordance with Clause 31; or

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2 To furnish Bank Guarantee for contract performance in accordance with Clause 32.

12.13 Security Deposit

The successful bidder needs to deposit/submit a security deposit of Rs 3 Cr (Three Crores) in the form of bank guarantee issued by Nationalized/Schedule Bank and should be valid for a period of six years and three months. It should be submitted within 10 days from the receipt of the letter towards award of the contract for due and proper fulfillment of bid document conditions.

• The security deposit should be submitted within the period specified above; failing which

UPSRTC may cancel the offer made to the bidder. • The security deposit will be forfeited if vendor has not fulfilled the terms and conditions as

per bid document. • UPSRTC shall also be entitled to make any recoveries due from the bidder from security

deposit submitted against this bid document. In such case the bidder will have to recoup

the security deposit amount so recovered within 10 days. • The security deposit shall be retained by UPSRTC for the period of 6 years 3 months from

the date of submission of deposit. No interest will be payable by the UPSRTC on the amount

of the Bid Security.

• All incidental charges whatsoever such as premium; commission etc. with respect to

the security deposit shall be borne by the bidder. In the event of the bidder being unable to

service the contract for whatever reason, UPSRTC would evoke the Security deposit.

NotwithstandingandwithoutprejudicetoanyrightsUPSRTCwillevokeSecurity Deposit with

them as compensation for any loss resulting from the bidder's failure to perform/comply its

obligations under the contract. UPSRTC shall notify the bidder in writing of the exercise of its right to

receive such compensation, indicating the contractual obligation(s) for which the bidder is in default.

•

• UPSRTC shall also be entitled to make recoveries from the bidder's bills, security

deposit or from any other amount due to him, the equivalent value of any payment

made to him due to inadvertence, error, collusion, misconstruction, or misstatement

12.14 Period of Validity of Bids

• Bids shall remain valid for 180 days after the date of opening of Technical Bids prescribed

by the UPSRTC. A bid valid for a shorter period may be rejected by the UPSRTC as non-

responsive. • In exceptional circumstances, the UPSRTC may require the Bidder(s) for an extension of the

period of validity up to 180 days more. The request and the responses thereto shall be made

in writing (or by fax).

12.15 Revelation of Prices

Prices in any form or by any reason before opening the Commercial Bid should not be revealed,

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failing which the offer shall be liable to be rejected.

12.16 Terms and Conditions of Bidders

Printed terms and conditions of the Bidders will not be considered as forming part of their Bids.

12.17 Local Conditions

• It will be incumbent upon each Bidder to fully acquaint himself with the local conditions

and other relevant factors which would have any effect on the performance of the contract

and / or the cost. • The Bidder is expected to obtain for himself on his own responsibility all information that

may be necessary for preparing the bid and entering into contract. Obtaining such

information shall be at Bidder’s own cost. • Failure to obtain the information necessary for preparing the bid and/or failure to perform

activities that may be necessary for the providing services before entering into contract

will in no way relieve the successful Bidder from performing any work in accordance with

the Tender documents. • It will be imperative for each Bidder to fully inform themselves of all legal conditions and

factors which may have any effect on the execution of the contract as described in the

bidding documents. UPSRTC shall not entertain any request for clarification from the Bidder

regarding such conditions. • It is the responsibility of the Bidder that such factors have properly been investigated and

considered while submitting the bid proposals and that no claim whatsoever including

those for financial adjustment to the contract awarded under the bidding documents will

be entertained by UPSRTC and that neither any change in the time schedule of the contract

nor any financial adjustments arising thereof shall be permitted by the UPSRTC on account

of failure of the Bidder to appraise themselves of local laws and site conditions.

12.18 Last Date for Receipt of Bids • Bids will be received by the UPSRTC at the website specified in this RFP no later than the

time and date specified in tender document. • UPSRTC may, at its discretion, extend the last date for the receipt of bids by amending the

Tender Document, in which case all rights and obligations of the UPSRTC and Bidders

previously subject to the last date will thereafter be subject to the last date as extended.

12.19 Late Bids

Any bid received by UPSRTC after the last date& time for receipt of bids prescribed by

UPSRTC, will be rejected.

12.20 Modification and withdrawal of bids

• The Bidder may modify its bid online after the bid's submission till the last date prescribed

for receipt of bids.

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• No bid may be altered / modified subsequent to the closing time and date for receipt of

bids. • No bid may be withdrawn in the interval between the last date for receipt of bids and the

expiry of the bid validity period specified by the Bidder in the Bid. Withdrawal of a bid

during this interval may result in the Bidder’s forfeiture of its EMD.

12.21 Address for Correspondence

The Bidder shall designate the official mailing address, place and fax number to which all

correspondence shall be sent by the UPSRTC.

12.22 Contacting UPSRTC

• No Bidder shall contact the UPSRTC on any matter relating to its bid (except for site visit),

from the time of the bid opening to the time the Contract is awarded. • Any effort by a Bidder to influence the UPSRTC’s bid evaluation, bid comparison or contract

award decisions may result in the rejection of the Bidder’s bid.

12.23 Consortium Related Conditions

In case the selected bidder for the project is a consortium, they shall be required to form an appropriate Special Purpose Vehicle, incorporated under the Indian Companies Act 1956 (the “SPV”), to execute the agreement and implement the Project. In case the Bidder is a Consortium, it should comply with the following –

12.23.1 Number of members in a consortium should be limited to 3 (Three) including the lead member. 12.23.2 Members of the Consortium shall nominate the member with the highest equity share in the consortium as the lead member (the “Lead Member”), who shall have an equity share of not less than 51% in the Consortium during the entire project tenure. The nomination(s) shall be supported by a Power of Attorney, as per the format at Annexure-IV, signed by all the other members of the Consortium; 12.23.3 Members of the Consortium shall enter into a Joint Bidding Agreement (the “Jt. Bidding

Agreement”) for the purpose of making the Application and submitting Bid. Through this Jt. bidding agreement, the members will convey the intent to form an SPV with shareholding/ ownership equity commitment(s) in accordance with this RFP, and to enter into an agreement with UPSRTC for the project and subsequently carry out all the responsibilities to undertake the Project[s] if awarded to the Consortium;

12.23.4 No Change in composition and equity Participation of the consortium: After receipt of the Bid, there shall be no change in composition of consortium (either inclusion of a new member or exclusion or substitution of a member) or proposed shareholding structure as mentioned in the submitted Bid. This must be complied by the consortium from the Bid Stage till the currency of the agreement (in case Bidding Consortium is selected for the Project), i.e from the bidding stage and formation of SPV and till currency of Project Tenure.

12.24 Opening of Bids by UPSRTC • UPSRTC will open the Bids, in the presence of the representatives of the Bidders who choose

to attend, at the time, date and place. • The Bidders' names, modifications, bid withdrawals and the presence or absence of the

requisite EMD and such other details as the UPSRTC, at its discretion, may consider

appropriate will be announced at the bid opening.

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12.25 Pre-qualification Criteria • The prospective Bidder shall have to enclose along with the Technical Bid, , multiple

documentary evidences like reference letter, self-declaration, functional scope document

etc in support of following mentioned Eligibility conditions in the absence of which the bid

will be rejected summarily. The technical bid will be evaluated only for the Bidders

qualifying the Eligibility conditions. • In this part, the Eligibility bid will be reviewed for determining the compliance of the

response to the Eligibility Criteria as mentioned in the Tender. • Before opening and evaluation of their technical proposals, bidders are expected to meet

the following Eligibility Criteria as mentioned below. • The Bidder must possess the requisite experience, strength and capabilities in providing

the services necessary to meet the requirements, as described in the tender document. The

Bidder must also possess the technical knowhow and the financial wherewithal that would

be required to successfully provide the Integrated Solution for Municipal Services and

support services sought by UPSRTC for the entire period of the contract. The bids must be

complete in all respects and should cover the entire scope of work as stipulated in the

tender document. • The pre-qualification criteria for Bidder are as follows: • Bidders should provide some documentary evidence like reference letters, self declaration

etc failing to meet these criteria or not submitting requisite supporting documents /

documentary evidence for supporting eligibility criteria are liable to be rejected summarily

and will not qualify for technical evaluation.

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12.26 Qualification criteria

PQ No.

Basic Requirement

Pre-Qualification Requirements Documents to be submitted

1 Legal Entity The Sole Bidder / Lead Bidder (All members in case of Consortium) shall be “A Company registered in India under the Companies Act 1956 or 2013 or The LLP Act 2008, as on 31st March 2020.

OR

“A partnership firm registered under Partnership Act, 1932 as on 31st March 2020.

OR

The Sole bidder/Member in case of consortium must be incorporated / registered in any foreign country as per the applicable law of that respective country. In this case bidder will have to submit an undertaking that bidder will complete the necessary registration and open a registered office in India, within 3 months from the date of Letter of Intent. Maximum two companies shall be allowed in a consortium excluding the Lead Bidder and each of which will be jointly & severally responsible for execution and monitoring the project during project tenure.

• Certificate of Incorporation or Registration

• Copy of the list of properly constituted management or governing body of the Organization Memorandum of Association

• A partnership deed duly registered under the Partnership Act

• The bidder must be incorporated / registered in any foreign country as per the applicable law of that respective country. In this case bidder will have to submit an undertaking that bidder will complete the necessary registration and open a registered office in India, within 3 months from the date of Letter of Intent.

• Certification of Incorporation registration in case of Foreign bidder, incorporation Documents other than English Language should be accompanied by a notarization translation to English.

• In case of Consortium or Joint Venture, copy of the Joint venture or Consortium Agreement, clearly specifying the roles and responsibilities and stake percentage of each of the members in the consortium or Joint

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PQ No.

Basic Requirement


venture, should be provided. All members of the consortium or Joint Venture will be jointly and severally responsible in the project.

(Registration proof shall include name change/ impact of mergers or acquisitions of the organisation.)

2 Turnover The Sole Bidder / Lead Bidder including its consortium members should have a minimum average annual turnover of INR 30 Crore (Rupees Thirty Crore) for the preceding 3 financial years ended with 31st March 2020 (FY 2017-18 , 2018-19 and 2019-2020).

* For conversion of US Dollars to Rupees, the rate of conversion shall be as per the REFERENCE RATE published by RBI on the date of submission of the bid. In case of any other currency, the same shall first be converted to US Dollars as on the date 60 (sixty) days prior to the Application Due Date, and the amount so derived in US Dollars shall be converted into Rupees at the aforesaid rate. The conversion rate of such currencies shall be the daily representative exchange rates published by the International Monetary Fund for the relevant date.

For the purpose of this criteria Annual turnover of only the Lead Bidder and its Holding Company will be Considered.

• Audited Balance sheet and Profit & Loss account statement of the Sole Bidder for each of the last 3 audited financial years (FY 2017-18 , 2018-19 and 2019-2020).

• Certificate duly signed by Statutory Auditor of the Sole Bidder or Certified Chartered Accountant for average annual Turnover for last 3 financial years (FY 2017-18 , 2018-19 and 2019-2020).

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3 Net Worth

The Sole Bidder / Lead bidder should have positive net worth for last 3 years (FY 2017-18 , 2018-19 and 2019-2020).

Certificate duly signed by Statutory Auditor or Certificate from Chartered Accountant of the Bidder.

4 Experience in ETIM

The Sole Bidder OR Lead Bidder OR Any member of the consortium must have experience of implementing and operating an E-ticketing Project involving supply, installation, operation and maintenance of Android/Linux based ETIMS with GPRS on BOOT/BOT/DBOT/BOO/BO/Turnkey basis in any Government Public Transport Organization in India or global as on the last date of bid submission. (A qualifying project shall be defined as " A project consisting of supply, design, implementation, operation and maintenance, have maintained / operated involving at least 750 ETIM’s for 12 months.)

Work Order + Completion Certificates from the client;

OR

Work Order + Self- Certificate of Completion (Certified by the Statutory Auditor);

OR

Work Order + Phase Completion Certificate (for ongoing projects) from the client

5 Experience in Smartcard

The Sole Bidder OR Lead Bidder OR Any member of the consortium must have experience of providing, implementing and operating E- ticketing Project for public transport Authority in the last 5 years with minimum 1,50,000 smart card-based transactions per month.

(A qualifying project shall be defined as " A project consisting of supply, design, implementation, operation and maintenance have maintained / operated atleast for 12 months.)


OR


OR


6 Experience in ORS

The Sole Bidder OR Lead Bidder OR Any member of the consortium should have experience in providing, implementing and operating a web- based On line reservation ticketing application with online transactions and payment gateway integration for public transport authority in the last 5 years.


OR


OR

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7 Certification The Bidder (or Any bidder in case of a consortium) should have a valid minimum ISO 9001:2008 certificates or Payment Application Data Security Standard (PA / PCI DSS) or CMMI Level 3 or higher as on last date of submission of the bid.

Copy of a Valid Certificate which is self-attested by the authorized signatory.

8 OEM Authorization

The lead Bidder should have direct authorization from the Original Equipment Manufacturers (OEM) for supporting the components offered under this project. The Bidder will have the responsibility of all kind of maintenance and support of application software, hardware and networking component etc. specified in this project.

Manufacturers Authorization letter in favor of lead bidder from the manufacturers of the items.

9 Cloud Service Provider for Hosting Services

The Lead bidder should enclose a Letter of consent obtained from Cloud Service Provider to participate in the Bid.

Authorised letter of Cloud Service Provider

10 Blacklisting / Bankruptcy

The Lead bidder (including all consortium members) should not be declared as bankrupt or shall not have any proceeding for bankruptcy or insolvency/ debarred/ blacklisted / banned/ not being under declaration of ineligibility for corrupt or fraudulent practices or Non-delivered or non-performance by any Government /UPSRTC/ PSU/ Autonomous Body under any Law in

An Affidavit on Rs. 100/- stamp paper signed by the Authorized Signatory of the Bidder and consortium members

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India as on date of submission of the Bid.

11 Key Resources The Sole Bidder OR Lead Bidder OR Any member of the consortium should have a t least 25 technical staff on their payroll (more than 2 years’ experience in IT Software / Hardware / Networking) at the time of bid submission and atleast 5 Managerial Staff on their payroll (more than 5 year experience in Project Management) at the time of bid submission

Certificate from the HR of the Company

12 Tax The Sole bidder or in case of consortium or Joint Venture, all members of the consortium must have GST registration certificate as on last date of submission. In case of overseas bidder, the certificate of registration in India and GST certification to be completed within 3 months for the date of letter of Intent,

Copy of GST registration certificate

13 Power of Attorney

Power of Attorney to be on non- judicial stamp paper of appropriate value as per Stamp Act, relevant to place of execution

All the signatories of the Consortium Agreement shall be authorized by a Power of Attorney signed by the respective Managing Director or Board resolution and authorization letters of Board of Directors of the Companies.

Party of the First Part shall be the Lead member of the Consortium or joint venture and shall have the power of attorney from all Parties for conducting all business for and on behalf of the Consortium during the Bidding Process and until the appointment date, if any

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The selected Bidder must possess the requisite experience, strength and capabilities in providing

the services necessary to meet the UPSRTC’s requirements, as described in the Tender Documents.

The Bidder must possess the technical know-how and the financial wherewithal that would be

required to successfully provide integrated solution and support services sought by the UPSRTC, for

the entire period of the contract. The Bidder’s bid must be complete in all respect and covering the

entire scope of work as stipulated in the Tender document.

12.27 Preliminary Examination • The UPSRTC will examine the bids to determine whether they are complete, whether the bid

format confirms to the Tender requirements, whether any computational errors have been

made, whether required EMD has been furnished, whether the documents have been

properly signed, and whether the bids are generally in order • A bid determined as not substantially responsive will be rejected by UPSRTC and may not

subsequently be made responsive by the Bidder by correction of the nonconformity. • UPSRTC may waive any informality or non-conformity or irregularity in a bid which does

not constitute a material deviation according to the UPSRTC, provided such waiver does not

prejudice or affect the relative ranking of any Bidder.

12.28 Clarification

When deemed necessary, during the tendering process, UPSRTC may seek clarifications or ask

the Bidders to make Technical presentations on any aspect from any or all the Bidders.

However, that would not entitle the Bidder to change or cause any change in the substance of

the tender submitted or price quoted. 12.29 Evaluation of Technical Bids

• Technical bid will first be reviewed for determining the Compliance of the Technical bids

with the Tender terms and conditions, service level requirements and the scope of work as

defined in this tender.

• Technical Bids will then be evaluated for the following parameters:

TQ # Evaluation Criteria Points Documents to be submitted

TQ 1.0 Financial Capability 10


TQ 1.1 Average annual turnover of the lead bidder and its consortium members for the preceding 3 financial years ended with 31st March 2020 (FY 2017-18, 2018-19 and 2019-20).

Audited Financial Statements and Certificate duly signed by Statutory Auditor of the Bidder

For Rs. 30 Crore to Rs. 40 Crore 5

For every additional Rs 10 Crs 1 point (Max 10 points)

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TQ 2.0 Relevant Experience 45

TQ 2.1 The Sole Bidder OR Lead Bidder OR Any member of the consortium should have experience in providing, implementing and operating e-ticketing Project with average count of monthly smart card based transactions in last 5 years (on BOOT/BOT/DBOT/BOO/BO/Turnkey basis)

Work Order AND Completion Certificates from the client If Substantially Completed** Project, Certificate for ongoing projects from the client or Statutory Auditor Certificate Greater than 3,00,000 Cards Transaction 10

Greater than 2,00,000 and upto 3,00,000 Cards Transaction

7


5

TQ 2.2 The Sole Bidder OR Lead Bidder OR Any member of the consortium should have experience in implementation of ticketing project with supply & maintenance of Android/Linux based Electronic Ticket Issuing Machines (ETIMs) in last 5 years (on BOOT/BOT/DBOT/BOO/BO/Turnkey basis)

Work Order AND Completion Certificates from the client If Substantially Completed** Project, Certificate for ongoing projects from the client or Statutory Auditor Certificate Greater than 10,000 Devices 15

Greater than 5,001 and upto 10,000 Devices 10

3000 to 5,000 Devices 5

Upto 3000 Devices 2

TQ 2.3 The Sole Bidder OR Lead Bidder OR Any member of the consortium should have experience in design, development and implementation of web- based ticketing application with online transactions and payment gateway integration in last 5 years (on BOOT/BOT/DBOT/BOO/BO/Turnkey basis).

Work Order AND Completion Certificates from thIf Substantially Completed** Project, Certificate for ongoing projects from the client or Statutory Auditor Certificate

Single project value above 15 Crores 15

Single project value of above 10 Crores to 15 Crores

10

Single project value of 5 Crore to 10 Crores 5

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TQ 2.4 The Sole Bidder OR Lead Bidder OR Any member of the consortium should have experience of at least one project for development of a Mobile App for citizen centric services including payment gateway integration and customer complaints on both iOS and android platform.

Work Order AND Completion Certificates from the client If Substantially Completed** Project, Certificate for ongoing projects from the client or Statutory Auditor Certificate Mobile App on iOS and Android Platform 5

Mobile App on Android Platform 3

Mobile App on iOS Platform 2

TQ 3.0 Key Professionals Experience 40

TQ 3.1 The Sole bidder must have a team of employees on its rolls

Self-declaration and necessary proof to showcase employee skills and on payroll

Greater than 400 employees 10

Greater than 201 to 400 employees 7

100 to 200 employees 5

TQ 3.2 Project Manager Should be B.E./B. Tech / MCA and MBA / PGDBM with following project management experience. (i) Overall 15 years experience of working for large scale IT project including 03 years of e-ticketing implementation project in a project management role. (ii)Past Experience of minimum 03 years in e-ticketing implementation projects in transport domain is must. (Prior Experience of Working for large scale IT project with at least one project transport domain in a Project Management role)

CV of the Resources as per RFP prescribed format

E- Ticketing experience greater than 7 years

10

E- Ticketing experience greater than 5 years and less than 7 years

7


5

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TQ 3.3 Solution Architect Past Experience in e-ticketing or any other IT implementation projects with Government / PSU in India or overseas. Should be B.E. / B. Tech / MCA with following experience in designing and implementation of similar solution work


10 years & above 10

5 years & < 10 years 7

less than 5 years 3

TQ 3.4 Bidder or Consortium Member should have following Valid Certificate as on the date of bid Submission.

10 Copy of relevant certificates

CMMi Level 5/PCI/PADSS 10

CMMI Level 3 and ISO 9001:2008 certificate

7

CMMI Level 3 or ISO 9001:2008 certificate 5

TQ 4.0 Approach & Methodology 5 Approach and methodology write up in detail

TQ 4.1 1) Overall Approach & Methodology for Implementation 2) Understanding of Objectives of UPSRTC 3) Project Roll-out / Training Plan 4) Solution Architecture 5) Operation / Maintenance work plan for entire solution (To be submitted duly signed)

Understanding of Scope of Work Approach, Methodology, and Project Roll- out Plan Operation and Maintenance, Quality Control and Management Plan.

(Bidder may also be called to give a presentation, if required, on the solution design to Evaluation Committee)

5

Total 100

*The bidder who secures minimum 70 out of 100 marks will be considered as technically

qualified.

12.30 Opening of Commercial Bids

UPSRTC will open the Commercial Bids of only the technically qualified Bidders, in the presence

of the representatives of the Bidders who choose to attend, at the time, date and place, as

decided by the UPSRTC.

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12.31 Evaluation of Commercial Bids • The Commercial Bids of the technically qualified bidders will only be opened for

evaluation.

• The bidder with the lowest cost transaction cost as per the format defined as “Form 12:

Commercial Proposal Format” specified in section 14 Annexure 2, shall be declared as

the ‘Lowest Final Commercial Bid / Lowest Price Bid / Best Value Price Bid (i.e. L1).

• The commercial bids shall be evaluated by UPSRTC for completeness and accuracy.

Arithmetical errors will be rectified on the following basis. In case of discrepancy

between the amounts mentioned in figures and in words, the amount in words shall

govern. The amount stated in the proposal form, adjusted in accordance with the above

procedure, shall be considered as binding, unless it causes the overall proposal price to

rise, in which case the proposal price shall govern.

12.32 Post Technical Qualification

• An affirmative determination will be a prerequisite for award of the Contract to the

Bidder. A negative determination will result in rejection of the Bidder's bid, in which

event; UPSRTC will proceed to the next best-evaluated bid to make a similar

determination of that Bidder's capabilities to perform satisfactorily.

• UPSRTC is not bound to accept the best evaluated bid or any bid and reserves the right to

accept any bid, wholly or in part.

12.33 UPSRTC's Right to Vary Scope of Contract at the time of Award UPSRTC may at any time, by a written order given to the Bidder, make changes to the scope of

the Contract as specified.

12.34 UPSRTC's Right to Accept Any Bid and to Reject Any or All Bids UPSRTC reserves the right to accept any bid, and to annul the Tender process and reject all

bids at any time prior to award of Contract, without thereby incurring any liability to the

affected Bidder or Bidders or any obligation to inform the affected Bidder or Bidders of the

grounds for the UPSRTC's action. UPSRTC reserves the right to negotiate the commercials with the selected Bidder and seek

revised commercial bid.

12.35 Notification of Award

Prior to the expiration of the period of bid validity, UPSRTC will notify the successful Bidder in

writing by fax and or by mail followed by registered letter to be confirmed in writing by

registered letter, that its bid has been accepted.

The notification of award will constitute the formation of the Contract.

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12.36 Signing of Contract At the same time as the UPSRTC notifies the successful Bidder that its bid has been accepted, the

UPSRTC will send the Bidder the Pro forma for Contract, incorporating all agreements between

the parties.

Within 15 working days of receipt of the Contract, the successful Bidder shall sign and date the

Contract and return it to the UPSRTC.

The rates in Work Order will be valid from the date of the issue of Work Order till the

completion of the Work. No representation in this regard will be entertained.

12.37 Confidentiality of the Document

This Tender Document is confidential, and the Bidder shall ensure that anything contained in

this tender document shall not be disclosed in any manner, whatsoever.

12.38 Tender Related Conditions

The Bidder should confirm unconditional acceptance of full responsibility of completion of job

and for executing the ‘Scope of Work’ of this tender. This confirmation should be submitted as

part of the Technical Bid. The Bidder shall also be the sole point of contact for all purposes of

the Contract.

The Bidder should not be involved in any litigation that may have an impact of affecting or

compromising the delivery of services as required under this contract. If at any stage of

Tendering process or during the currency of the Contract, any suppression / falsification of such

information is brought to the knowledge of UPSRTC, UPSRTC shall have the right to reject the

bid or terminate the contract, as the case may be, without any compensation to the Bidder.

12.39 Court of Jurisdiction

All disputes pertaining both prior to and subsequent to the bidding process shall be subject to

the jurisdiction of courts in Lucknow Only.

12.40 Rejection Criteria

Besides other conditions and terms highlighted in the tender document, bids may be rejected

under following circumstances:

12.41 General Rejection Criteria

• Bids not qualifying under Pre-qualification criteria.

• Bids submitted without or improper EMD or tender fees

• Bids received through Telex /Telegraphic / Fax / E-Mail except wherever required

• Bids which do not confirm unconditional validity of the bid as prescribed in the Tender

• If the information provided by the Bidder is found to be incorrect / misleading at any

stage / time during the Tendering Process

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• Any effort on the part of a Bidder to influence the UPSRTC’s bid evaluation, bid

comparison or contract award decisions

• Bids received by the UPSRTC after the last date for receipt of bids prescribed by the

UPSRTC

• Bids without signature of person (s) duly authorized on required pages of the bid

• Bids without power of attorney

12.42 Technical Rejection Criteria

• Technical Bid containing commercial details.

• Revelation of Prices in any form or by any reason before opening the Commercial Bid

• Failure to furnish all information required by the Tender Document or submission of a

bid not substantially responsive to the Tender Document in every respect.

• Bidders not quoting for the complete scope of Work as indicated in the Tender

documents, addendum (if any) and any subsequent information given to the Bidder.

• Bidders not complying with the Technical and General Terms and conditions as stated

in the Tender Documents.

• The Bidder not confirming unconditional acceptance of full responsibility of providing

services in accordance with the RFP for - Scope of work and - Service Level Agreements

of this tender.

• If the bid does not conform to the timelines indicated in the bid.

• Bidder not complying with the eligibility criteria.

12.43 Commercial Rejection Criteria

• Incomplete Price Bid

• Price Bids that do not conform to the Tender’s price bid format.

• Total price quoted by the Bidder does not include all statutory taxes and levies

applicable.

• If there is an arithmetic discrepancy in the commercial bid calculations the UPSRTC shall

rectify the same. If the Bidder does not accept the correction of the errors, its bid may be

rejected.

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13 Technical Bid Format 13.1 Annexure 1 - Clarifications on tender document

(To be submitted on the Letterhead of the Bidder)

Bidder's Request for Clarification

Name & address of the

Bidder Submitting

Request

Name and Position of

Person submitting

request

Contact Details of the Organization

/ Authorized Representative

Telephone:

Fax:

Mobile:

E-Mail:

S. No

RFP Reference Content of RFP

requiring

Clarification

Points of Clarification Required

Section Page # Clause #

Signature:

Date:

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A1. Technical Bid Formats

13.2 Annexure 2 - Covering Letter – Technical Bid

(To be submitted on the Letterhead of the Bidder)

To

The Chief General Manager (Operations), 6, MG Marg, Tehri Kothi,

Parivahan Bhawan,

Lucknow-226001

Dear Sir,

Subject: Response to the Request for Proposal (RFP) “Selection of a system integrator for

implementing “IoT based Integrated Bus Ticketing System” for Uttar Pradesh State Road

Transport Corporation (UPSRTC)

Reference: Tender/UPSRTC/ETIM/IoT/2021 Dated:

I / We, the undersigned, having read and examined in detail all sections of the RFP document

in respect of “Selection of a system integrator for implementing “IoT based Integrated Bus

Ticketing System” for Uttar Pradesh State Road Transport Corporation (UPSRTC), do hereby

propose to provide the solutions and services as specified in the Tender document number

Tender/UPSRTC/ETIM/IoT/2021

I / We declare that all the services shall be performed strictly in accordance with the RFP

documents and we agree to all the terms and conditions in the RFP. I / We confirm that I / we

am / are withdrawing all the deviations, counter clauses, proposed modifications in the Scope

of work, Terms and Conditions, Functional Requirement Specifications and Technical

Specifications which may have been mentioned in our proposal.

We confirm having submitted the information as required by you as Qualification Criteria. In

case you require any other further information / documentary proof in this regard before

evaluation of our bid, we agree to furnish the same in time to your satisfaction.

We have enclosed a bid security as in the form of a Demand Draft/Bank Guarantee for the sum

of Rs.50,00,000/- (Rupees Fifty Lakh only) . This Bid Security is liable to be forfeited in

accordance with the provisions of the RFP.

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We hereby declare that in case the contract is awarded to us, we will obtain the Security Deposit

and Performance guarantee each equivalent to Rs 3 crores as specified in RFP document.

Until a formal contract is prepared and executed, this bid, together with your written

acceptance thereof and your notification of award shall constitute a binding Contract between

us.

We understand that you are not bound to accept the lowest or any bid you may receive.

We are enclosing herewith the following documents:

1. Technical Bid with prescribed contents as specified in the RFP

2. Commercial Bid with prescribed contents as specified in the RFP 3. Evidences/documents/certificates etc. for technical evaluation criteria.

4. Original RFP document duly signed with Company’s seal.

Dated this day of

Signature (in the capacity of)

Duly authorized to sign Bid for and on behalf of

Seal of the Company

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13.3 Annexure 3 – Details of Bidders

S.NO Particulars Description/Details Reference

Documents Page #

1 Name of Bidder

2 Contact Details

Address

Telephone #

Fax

E-Mail

Website

3 Incorporation Details Certified Copy of

Incorporation Under

Indian Companies Act,

1956 Or as per

Registration laws of

Respective Country

Incorporation Number

Date of Incorporation

Authority

4 Registration Details Certified Copies of

Service Tax

Registration and

Sales/Trade Tax

Registration in India /

Foreign bidders to

submit documents

within 3 months of LOI

Sales/ Trade Tax. No.

Service Tax No.

PAN No.

5 Annual Turnover of the

Bidder in last three Years

(in Crores or USD)

Audited Statements of

the Bidder's and its

Holding Company’s

Balance Sheets

FY 2016-2017

FY 2017-2018

FY 2018-2019

6 Legal Status of Company

(e.g. Pvt. Ltd, Government

Entity)

7 Name of the authorized

signatory who

is

authorized to quote in

the tender and enter into

the

rate contract

Power of Attorney duly

authorizing the person

signing the bid

documents to sign on

behalf of the bidder

Designation

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# Particulars Description/Details

Reference

Documents Page #

Telephone and thereby binding

the bidder

Mobile

E-Mail

8 Number & Address of

Offices

In India

In Uttar Pradesh

Signature:

Name:

Designation:

Date:

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13.4 Annexure 4 - Solution, Approach, Methodology and Work plan

A. Technical Solution

The Bidder is required to describe the proposed Technical Solution in this section. The

Technical Solution would be evaluated on the following broad parameters. The Purchaser

reserves the rights to add, delete, or modify these parameters at any time during the Tender

process, without assigning any reasons whatsoever and without being required to intimate the

Bidders of any such change.

• Clear articulation and description of the design and technical solution and various

components

• Extent of compliance to functional requirements specified in the scope of work and in

accordance with leading practices.

• Technical Design and clear articulation of benefits to UPSRTC of various components of

the solution vis-à-vis other options available.

• No commercial proposal details shall be provided as a part of Technical proposal by the

bidder. The bids will be summarily rejected for any attempt to disclose the commercial

bid details are observed in the technical proposal.

B. Detailed Design & Approach

The Bidder should provide detailed design and approach for the following listing all

assumptions that have been considered:

1. Proposed Solution necessarily including 1.1. Proposed Solution Architecture and its highlights specific to UPSRTC’s

requirements. This should include

1.1.1. Proposed Technical architecture and highlights

1.1.2. Proposed Application Security Architecture and highlights

1.1.3. Proposed Network Architecture highlights

1.1.4. Hardware, Software, networking considerations

2. Capabilities of the proposed solution to address the functional requirements

2.1.1. Overall Approach & Methodology necessarily including

2.1.1.1. Understanding of UPSRTC and its requirements in the project

2.1.1.2. Pilot and related tuning

2.1.1.3. System development and rollout

2.1.1.4. Data Migration approach

2.1.1.5. Testing approach

2.1.1.6. Transition and takeover from existing vendor

2.1.1.7. Overall Governance Structure and Escalation Mechanism

2.1.1.8. Risk Management Plan

2.1.1.9. Detailing of key deliverables in the envisaged solution

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2.1.2. Training & Operations necessarily including

2.1.2.1. Operations and Maintenance Strategy

2.1.2.2. Training and transition management strategy

2.1.2.3. Project Management, Reporting and Review Methodology

2.1.2.4. Project team structure, size, capability and deployment plan (Total Staffing,

plan including numbers). Bidder must provide the team structure and the

resumes of key profiles within each team such as Project manager(s),

technical experts, domain experts, etc. responsible for the management of

this project in the format provided in the RFP

2.1.2.5. Comprehensive Project Plan Along with Manpower deployment plan and

resources to be dedicated to the project in the format attached including the

escalation matrix in the team proposed.

2.1.3. Support Services

2.1.3.1. Approach and Methodology for deployment, management of manpower

for service delivery

2.1.3.2. Strategy & plan for implementing and managing Help Desk

2.1.3.3. Proposed Approach and Methodology towards hosting of the application

in third party Data center and Data Recovery Site.

C. Work Plan

Format of Detailed WorkPlan

S. No Item of Activity Week-Wise Program

W1 W2 W3 W4 W5 …..

1 Activity 1

1.1 Sub-Activity 1

1.2 Sub-Activity 2

2 Activity 2 ..

3 Activity 3

3.1 Sub-Activity 1

3.2 Sub- Activity 2

Note: The above activity chart is just for the purpose of illustration. Bidders are requested to

provide detailed activity & phase wise timelines for executing the project with details of

deliverables & milestones as per their proposal.

Bidder Name:

Signature:

Name:

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13.5 Annexure 5 - Declaration/Affidavit for not being under an ineligibility for corrupt or fraudulent practices or blacklisted

(Bidder shall submit the Declaration/Affidavit on duly notarized Stamp paper of Rs.100/-)

Date: dd/mm/yyyy

To

The Chief General Manager (Operations), 6, MG Marg, Tehri Kothi,

Parivahan Bhawan,

Lucknow-226001

Reference: Response to the Request for Proposal (RFP) “Selection of a system integrator

for implementing “IoT based Integrated Bus Ticketing System” for Uttar Pradesh State

Road Transport Corporation (UPSRTC)

Subject: Declaration/Affidavit for not being under an ineligibility for corrupt or

fraudulent practices or blacklisted with any of the Government or Public Sector Units in

India

Sir/ Madam,

We, the undersigned, hereby declare that We are not under a declaration of ineligibility /

banned / blacklisted by any State or Central Government / any other Government institutions

in India for any reason as on last date of submission of the Bid or convicted of economic offence

in India for any reason as on last date of submission of the Bid.

We hereby also declare that

1. We are not convicted for any of the following offenses under the Prevention of

Corruption Act, 1988; Or

2. We have not been convicted under any Indian Penal Code or any law in force, for creating

public injury to person or property or risk to public health as a part of execution of public

procurement contract;

3. We have not been blacklisted/banned/debarred by any Government (State/Central) /

Semi Government/ Corporation / PSU in India in last 3 years;

4. We have not violated the code of integrity in last 2 years;

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5. Our Security Deposit or EMD or performance security deposit or any other deposit was

not withheld (fully or partly) by the purchaser during any procurement process or

contract execution undertaken by purchaser in last 2 years;

6. We have not withdrawn our bids post submission of the same. (maximum incidents are

limited to 3)

7. If Owner / Partner / Director / Trustee of the organization is Owner / Partner / Director

/ Trustee of any other organization

8. We hereby declare that Our Owner / Partner / Director / Trustee are not Owner /

Partner / Director / Trustee of any other organization which is presently blacklisted /

Banned / Suspended by the Government / Semi-Government / PSUs, or any other

organization established in India.

We accept that in case of any irregularity, lapses, non-compliances, UPSRTC’s Boards decision

shall be final and binding on us.

Thanking you,

Yours faithfully

Signature of Authorised Signatory (with official seal) & Date

Name

:

Designation :

Address :

Telephone :

Fax : E-mail address :

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13.6 Annexure 6 - Profile of Personnel

(For resources as required in the RFP for evaluation purposes)

1. Name of the

employee

2 Proposed

position Project Manager/ Solution Architect

3 Designation 4 Date of Birth 5 Nationality

6

Total years of

relevant

experience

7 Certifications

8

Education

Qualification Name of

School /

College /

University

Degree

Obtained

Date Attended

9

Language

Language Read Write Speak

10

Employment

Record

Employer Position From To (Starting with present position list in reverse order)

11

Relevant

Experience

(Give an outline on the experience most pertinent to tasks

mentioned in the project. Describe degree of responsibility held on

these relevant assignments).

(Details shall be provided as per the number of project experience

in the evaluation criteria specified in the RFP. Bidders are expected

to clearly state the total number of projects for the respective

criterion as applicable.)

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Tender/UPSRTC/ETIM/IoT/2020 ST/IT/ETIM&ORS/XXXXXX

Page 221

Name of Assignment/Project

Year

Location

Client

Main project features

Positions held

Activities performed

12

Certification

I, the undersigned, certify that to the best of my knowledge and

belief, this bio-data correctly describes myself, my qualifications

and my experience.

Date:

Place:

Signature of the staff:

Signature of the Authorized Signatory

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13.7 Annexure 7 - Manpower details

1. The Bidder should provide a detailed resource deployment plan in place to ensure that

technically qualified staff is available to deliver the project.

2. The Bidder should provide the summary table of details of the manpower that will be

deployed.

S

No

Type of

resource

No. of

Resources

Key

Responsibilities

Years of

Relevant

Experience

Current

Position

in the

Firm

Educational

Qualification

1. Project Manager

2. Solution

Architect

3. System

Administrator

4. Business Analyst

5. Network

Administrator

6. Database

Administrator

7.

Operations

Manager (Team

Lead for ETIM,

ORS, Smart card,

)

8. Network

Engineers

9. Shift Manager -

CCC / Call Centre

10.

Divisional

Manager (one

each at 30

divisions)

11. FME

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Page 223

S

No

Type of

resource

No. of

Resources

Key

Responsibilities

Years of

Relevant

Experience

Current

Position

in the

Firm

Educational

Qualification

12. CCC personnel

13. Trainer

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13.8 Annexure 8 - Details of Experience of Bidder in Various projects As per the format below, the bidder should provide information for each project on similar

assignments required for pre-qualification and technical evaluation criteria.

Sr. No. Credential for < Prequalification Criteria No. / Technical Criteria No>

Parameter Details

General Information

1. Customer Name

2.

Name of the contact person and

contact details for the client of the

assignment

3. Whether client visit

organized

can be (YES / NO)

Project Details

4. Project Title

5. Start Date and End Date

6. Date of Go-Live

7. Total Cost of the project

8. Current Status (Live / completed /

on-going / terminated / suspended)

9. No of staff provided

company

by your

10. Please indicate the current or the

latest AMC period with the client

(From Month –Year to Month-Year)

11. Please indicate whether the client is

currently using the implemented

solution

Size of the project

12. Number of total users and

concurrent users of the solution at

the client location(s):

Total users

Concurrent users

13. Training responsibilities of Bidder

14. Any other information to be shared

with Purchaser

Enclosures Required

Enclosure A:

Narrative Description of the Project

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Page 225

Sr. No. Credential for < Prequalification Criteria No. / Technical Criteria No>

Parameter Details

Enclosure B:

Detailed Description of actual services provided by Bidder:

Enclosure C:

Documentary Proof

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13.9 Annexure 9 - Response to Eligibility and Evaluation Criteria

Form 9.1: Response to Eligibility Criteria

This table containing response against criteria needs to be part of the technical bid in the A&M section

S.NO Pre-qualification Criteria Documentary Evidence Type Reference

in

Bid/Page

No

1 Bid Covering Letter Bid Covering Letter .pdf 2 Scanned copy of EMD & Online payment of Tender Fee receipt. Scanned copy of EMD & Online

payment of Tender Fee receipt.

.pdf

3 The Sole Bidder / Lead Bidder (All members in case of Consortium) shall be “A Company registered in India under the Companies Act 1956 or 2013 or The LLP Act 2008, as on 31st March 2020.

OR

“A partnership firm registered under Partnership Act, 1932 as on 31st March 2020.

OR

The Sole bidder/Member in case of consortium must be incorporated /

registered in any foreign country as per the applicable law of that respective

country. In this case bidder will have to submit an undertaking that bidder will

complete the necessary registration and open a registered office in India, within

3 months from the date of Letter of Intent. Maximum two companies shall be

allowed in a consortium excluding the Lead Bidder and each of which will be

jointly &

• Certificate of Incorporation or Registration

• Copy of the list of properly constituted management or governing body of the Organization Memorandum of Association

• A partnership deed duly registered under the Partnership Act

• The bidder must be incorporated / registered in any foreign country as per the applicable law of that respective country. In this case bidder will have to submit an undertaking that bidder will complete the necessary registration and open a registered office in India, within 3 months from the date of Letter of Intent.

• Certification of Incorporation registration in case of Foreign bidder,

.pdf

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Page 227

# Pre-qualification Criteria Documentary Evidence Type Reference

in

Bid/Page

No

severally responsible for execution and monitoring the project during project

tenure.

incorporation Documents other than English Language should be accompanied by a notarization translation to English.

• In case of Consortium or Joint Venture, copy of the Joint venture or Consortium Agreement, clearly specifying the roles and responsibilities and stake percentage of each of the members in the consortium or Joint venture, should be provided. All members of the consortium or Joint Venture will be jointly and severally responsible in the project.

(Registration proof shall include name

change/ impact of mergers or acquisitions

of the organisation.)

4 The Sole Bidder / Lead Bidder and its holding company should have a minimum

average annual turnover of INR 30 Crore (Rupees Thirty Crore) for the

preceding 3 financial years ended with 31st March 2020 (FY 2017-18, 2018-

19 and 2019-20).

* For conversion of US Dollars to Rupees, the rate of conversion shall be as per the

REFERENCE RATE published by RBI on the date of submission of the bid. In case

of any other currency, the same shall first be converted to US Dollars as on the

date 60 (sixty) days prior to the Application Due Date, and the amount so derived

• Audited Balance sheet and Profit & Loss account statement of the Sole Bidder for each of the last 3 audited financial years (FY 2017-18, 2018-19 and 2019-20).

• Certificate duly signed by Statutory Auditor of the Sole Bidder or Certified Chartered Accountant for average annual Turnover for last 3 financial years (FY 2017-18, 2018-19 and 2019-20).

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in

Bid/Page

No

in US Dollars shall be converted into Rupees at the aforesaid rate. The

conversion rate of such currencies shall be the daily representative exchange

rates published by the International Monetary Fund for the relevant date.

For the purpose of this criteria Annual turnover of only the Lead Bidder

and its Holding Company will be Considered.

5 Net Worth

• The Sole Bidder / Lead bidder should have positive net worth for last 3 years (FY 2017-18, 2018-19 and 2019-20).

.pdf

6 The Lead Bidder must have experience of implementing and operating an E-

ticketing Project involving supply, installation, operation and maintenance of

Android/Linux based ETIMS with GPRS on

BOOT/BOT/DBOT/BOO/BO/Turnkey basis in any Government Public

Transport Organization in India or global as on the last date of bid

submission. (A qualifying project shall be defined as " A project consisting of supply,

design, implementation, operation and maintenance have maintained /

operated involving at least 750 ETIM for 12 months.)


OR

Work Order + Self-Certificate of Completion (Certified by the Statutory Auditor);

OR

Work Order + Phase Completion Certificate

(for ongoing projects) from the client

.pdf

7 The Lead Bidder (or Any bidder in case of a consortium) must have

experience of providing, implementing and operating E-ticketing Project for

public transport Authority in the last 5 years with minimum 1,50,000 smart

card-based transactions per month.


OR

.pdf

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Page 229


in

Bid/Page

No

(A qualifying project shall be defined as " A project consisting of supply, design,

implementation, operation and maintenance have maintained / operated atleast

for 12 months.)


OR

Work Order + Phase Completion

Certificate (for ongoing projects) from the

client

8 The Lead bidder (or Any bidder in case of a consortium) should have experience

in providing, implementing and operating a web-based On line reservation

ticketing application with online transactions and payment gateway integration

for public transport authority in the last 5 years.


OR


OR

Work Order + Phase Completion

Certificate (for ongoing projects) from the

client

.pdf

9 The Bidder (or Any bidder in case of a consortium) should have a valid minimum

ISO 9001:2008 certificates or Payment Application Data Security Standard (PA /

PCI DSS) or CMMI Level 3 or higher as on last date of submission of the bid.

Copy of a Valid Certificate which is self- attested by the authorized signatory.

.pdf

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in

Bid/Page

No

10 The lead Bidder should have direct authorization from the Original Equipment

Manufacturers (OEM) for supporting the components offered under this project.

The Bidder will have the responsibility of all kind of maintenance and support of

application software, hardware and networking component etc. specified in this

project.

Manufacturers Authorization letter in

favor of lead bidder from the

manufacturers of the items.

.pdf

11 The Lead bidder should enclose a Letter of consent obtained from Cloud Service

Provider to participate in the Bid.

Authorised letter of Cloud Service

Provider

.pdf

12 The Lead bidder (including all consortium members) should not be declared as

bankrupt or shall not have any proceeding for bankruptcy or insolvency/

debarred/ blacklisted / banned/ not being under declaration of ineligibility for

corrupt or fraudulent practices or Non-delivered or non-performance by any

Government /UPSRTC/ PSU/ Autonomous Body under any Law in India as on

date

of submission of the Bid.

An Affidavit on Rs. 100/- stamp paper

signed by the Authorized Signatory of the

Bidder and consortium members

.pdf

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Page 231

Form 9.2: Response to Evaluation Criteria

This table containing response against criteria needs to be part of the technical bid in the A&M section

Parameter

Evaluation Criteria

Documents to be submitted

Yes/No Type Reference in Bid/Page No

TQ 1.0 Financial Capability

TQ 1.1 Average annual turnover of the lead bidder and its consortium members for the preceding 3 financial years ended with 31st March 2020 (FY 2017-18,2018-19 and 2019-20).

Audited Financial Statements and Certificate duly signed by Statutory Auditor of the Bidder

PDF

For Rs 30 Cr to Rs 40 Cr For every additional Rs 10 Cr

TQ 2.0 Relevant Experience

TQ 2.1 Sole Bidder or Lead Bidder or Consortium Member should have experience in providing, implementing and operating e- ticketing Project with average count of monthly smart card based transactions in last 5 years (on BOOT/BOT/DBOT/BOO/BO/Turnkey basis)

Work Order AND Completion Certificates from the client If Substantially Completed** Project, Certificate for ongoing projects from the client or Statutory Auditor Certificate

PDF

Greater than 3,00,000 Cards Transaction



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Parameter

Evaluation Criteria



TQ 2.2 Sole Bidder or Lead Bidder or Any Consortium Memeber should have experience in implementation of ticketing project with supply & maintenance of Android/Linux Electronic Ticket Issuing Machines (ETIMs) in last 5 years (on BOOT/BOT/DBOT/BOO/BO/Turnkey basis)


PDF

Greater than 10,000 Devices Greater than 5,001 and upto 10,000 Devices

Upto 3000 Devices TQ 2.3 Sole Bidder or Lead Bidder or

Consortium Member should have experience in design, development and implementation of web-based ticketing application with online transactions and payment gateway integration in last 5 years (on BOOT/BOT/DBOT/BOO/BO/Turnkey basis).

Work Order AND Completion Certificates from thIf Substantially Completed** Project, Certificate for ongoing projects from the client or Statutory Auditor Certificate

PDF

Single project value above 15 Crores Single project value of above 10 Crores to 15 Crores

Single project value of 5 Crore to 10 Crores

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Page 233

Parameter

Evaluation Criteria



TQ 2.4 Lead Bidder or Consortium Member should have experience of at least one project for development of a Mobile App for citizen centric services including payment gateway integration and customer complaints on both iOS and android platform.


PDF

Mobile App on iOS and Android Platform

Mobile App on Android Platform Mobile App on iOS Platform

TQ 3.0 Key Professionals Experience

TQ 3.1 The Sole bidder must have a team of employees on its rolls

Self-declaration and necessary proof to showcase employee skills and on payroll

PDF

Greater than 400 employees Greater than 201 to 400 employees 100 to 200 employees

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Parameter

Evaluation Criteria



TQ 3.2 Project Manager

Should be B.E./B. Tech / MCA and MBA / PGDBM with following project management experience. (i) Overall 15 years experience of working for large scale IT project including 03 years of e-ticketing implementation project in a project management role. (ii)Past Experience of minimum 03 years in e-ticketing implementation projects in transport domain is must. (Prior Experience of Working for large scale IT project with at least one project transport domain in a Project Management role)


PDF

E- Ticketing experience greater than 7 years E- Ticketing experience greater than 5 years and less than 7 years


TQ 3.3 Solution Architect Past Experience in e-ticketing or any other IT implementation projects with Government / PSU in India or overseas. Should be B.E. / B. Tech / MCA with following experience in designing and implementation of similar solution work


PDF

10 years & above 5 years & < 10 years less than 5 years

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Page 235

Parameter

Evaluation Criteria



TQ 3.4 Bidder or Consortium Member should have following Valid Certificate as on the date of bid Submission.

Copy of relevant certificates PDF

CMMi Level 5/PCI/PADSS CMMI Level 3 and ISO 9001:2008 certificate

ISO 9001:2008 certificate TQ 4.0 Approach & Methodology Approach and methodology write up in detail TQ 4.1 1) Overall Approach & Methodology

for Implementation 2) Understanding of Objectives of UPSRTC 3) Project Roll-out / Training Plan 4) Solution Architecture 5) Operation / Maintenance work plan for entire solution (To be submitted duly signed)

Understanding of Scope of Work Approach, Methodology, and Project Roll-out Plan Operation and Maintenance, Quality Control and Management Plan.

(Bidder may also be called to give a presentation, if required, on the

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Parameter

Evaluation Criteria



solution design to Evaluation Committee)

Total

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13.10 Annexure 10 - Project Experience Bidder Project Experience List

#

Project

Name

Client

Name

Role of

Bidder

Cost of

Assignment

Date of

Commencem-

ent of Project

Date of

Project

Go-Live

State in

India

Form: ETIM OEM Project List

#

Project

Name

Client

Name

Quantity

Supplied

Date of

Purchase/

Work Order

Is Project

Operationa

l (Yes/ No)

State of

Implement

ation

Date of

Go-Live

Page 237

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13.11 Annexure 11 - Format for Manufacturer’s Authorization Form

(To be obtained from all OEMs on OEM letterhead)

RFP No.: <> Date:

To

The Chief General Manager (Operations)

Uttar Pradesh State Road Transport Corporation,

6MG Marg, Parivahan Bhawan, Tehri Kothi ,

Lucknow-226001

WHEREAS who are official manufacturers of

having factories at

do hereby authorize

to submit a Bid in relation to the Invitation for

Bids indicated above, the purpose of which is to provide the following Goods, manufactured

by us and to subsequently negotiate and sign the Contract.

We hereby extend our full guarantee and warranty for the complete project duration, with

respect to the Goods offered by the above firm in reply to this Invitation for Bids. We also

confirm that the Goods/Services supplied as a part of the RFP shall not be End of Sale / Life

/ Support for the entire contract period. Also the Goods / Services supplied as a part of RFP

shall be supported for the entire contract period. The products offered by us are of equivalent

or higher specifications as mentioned in the RFP.

Signature:

Full Name:

Address:

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Tender/UPSRTC/ETIM/IoT/2020 Page 239

13.12 Annexure 12 - List of Sub-Contractors and OEMs and their details List of Sub-Contractors

Sr.

No.

Role Name of Sub-

Contractor / OEM

Responsibility Products/Services

Offered

Bidder:

Signature

Name

Designation

Company

Date

------------------------

------------------------

------------------------

------------------------

------------------------

List of OEMs

Sr.

No.

Role Name of OEM Responsibility Products/Services

Offered

Bidder:

Signature

Name

Designation

Company

Date

------------------------

------------------------

------------------------

------------------------

------------------------

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13.13 Annexure 13 - Details of Sub-Contractors and OEMs Details of Sub-Contractors and OEMs

The bidder must provide the following details for the sub-contractors and original

manufacturers of all the products proposed to be provided:

S.

No.

Particulars Description/

Details

Reference Documents Page No.

A. Name of Organization - -

B. Contact Details - -

Address

Telephone No.

Fax

Email

Website

C. Incorporation

Details

Certified copy of

incorporation under Indian

Companies Act, 1956

Or as per Registration laws

of Respective Country

Incorporation

Number

Date of Incorporation

Authority

D. Sales/Trade Tax

Regn. Details

Certified copy of valid

Sales/Trade Tax Registration

Foreign bidders to submit

documents within 3 months

of LOI

Sales/Trade Tax No.

Date

Registration

Authority

E. Service Tax Regn

Details

Certified copy of valid

Service Tax Registration in

India

Foreign bidders to submit

documents within 3 months

of LOI

Service Tax No.

Date

Registration

Authority

F. Legal Status of

Company

G. Name of Authorized

Signatory

Special Power of Attorney,

duly authorizing the person

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S.

No.

Particulars Description/

Details

Reference Documents Page No.

Position signing the bid documents to

sign on behalf of the bidder

and thereby binding the

bidder

Telephone

Fax

Mobile

Email

H. ISO 9001:2008

certification

Copy of Certificate issued by

respective agency

a) Issue Date

b) Valid Up to

c) Authority

d) Field / Area

I. Any other

certifications

Copy of Certificate issued by

respective agency

a) Issue Date

b) Valid Up to

c) Authority

d) Field / Area

J. Number & Address

of Offices

a) In India

b) In Uttar Pradesh

Full Name and Signature of the Authorized Representative:

Bidder:

Signature

Name

Designation

Company

Date

------------------------

------------------------

------------------------

------------------------

------------------------

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14 Commercial Bid Formats

14.1 Annexure 1 - Covering Letter: Commercial Bid (To be submitted on the Letterhead of the Bidder)

To




Lucknow-226001

Sir,

Subject: Response to the Request for Proposal (RFP) “Selection of a system integrator for

implementing “IoT based Integrated Bus Ticketing System” for Uttar Pradesh State Road

Transport Corporation (UPSRTC)

Reference: Tender/UPSRTC/ETIM/IoT/2021 We, the undersigned Bidders, having read and examined in detail all sections of the RFP document in respect of “Selection of a system integrator for implementing “IoT based Integrated Bus Ticketing System” for Uttar Pradesh State Road Transport Corporation (UPSRTC), do hereby propose to provide the solutions and services as specified in the Tender document -Tender/UPSRTC/ETIM/IoT/2020 Price and Validity

All the prices mentioned in our proposal are in accordance with the terms as specified in

the Tender documents. All the prices and other terms and conditions of this proposal are

valid for a period of 180 calendar days from the date of submission of the Proposal.

We hereby confirm that our proposal prices include all taxes.

1. We have studied the clause relating to Indian Tax and hereby declare that if any income

tax, surcharge on Income Tax, Professional and any other Corporate Tax in altercated

under the law, we shall pay the same.

2. Tender Pricing

We further confirm that the prices stated in our proposal are in accordance with all

requirements, instruction, terms and conditions and procedures included in RFP

documents.

3. Qualifying Data

We confirm having submitted the information as required by you in your Instruction to

Bidders. In case you require any other further information/documentary proof in this

regard before evaluation of our Bid, we agree to furnish the same in time to your

satisfaction.

4. Proposal Price

We declare that our proposal Price is for the entire scope of the work as specified in the

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Schedule of Requirements and Tender documents. The price quoted will remain firm

during the contract period.

We hereby declare that our Proposal is made in good faith, without collusion or fraud and

the information contained in the Proposal is true and correct to the best of our knowledge

and belief.

We understand that our Proposal is binding on us during the validity period or the

extensions thereof and that you are not bound to accept a Proposal you receive.

We confirm that no deviations are attached here with this commercial offer.

Thanking You,

Yours faithfully,

(Signature of the Bidder)

Printed Name

Designation

Seal

Date:

Place:

Business Address: Dow

nload

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14.2 Annexure 2 - Commercial Proposal Format

Note: Commercial Offer has to be entered online only. An Online Form, similar to the

Commercial format given below, will be available to the bidders in Commercial Envelope (C1)

during Online Bid Preparation stage where bidders would quote their offer. The bidder will

provide the commercial quote on bidder's company letter head duly signed and stamped by

authorized signatory, scan and upload in the commercial bid envelope.

#

Description

Price (In INR)

GST

(%)

GST (In INR)

Other Taxes Applicable (Please Specify tax and %)

Other Taxes Applicable (In INR)

Net per ticket cost incl. of all (In INR)

1 Per Ticket Cost

Net Per Ticket Cost (In words):………………………………………………………………………………………..

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15 Other Annexures 15.1 Annexure A - Proforma for Bank Guarantee for Contract

Performance

Ref: Date

Bank Guarantee No:

To




Lucknow-226001

1. Against contract vide Advance Acceptance of the Tender No. dated

covering (hereinafter called the said

“Contract”) entered into between to Uttar Pradesh State Road Transport Corporation

(UPSRTC) (hereinafter called "the Purchaser") and (hereinafter called the

“Bidder”) this is to certify that at the request of the Bidder we ----------- Bank Ltd., are

holding in trust in favor of the Purchaser, the amount of (write

the sum here in words) to indemnify and keep indemnified the Purchaser against any loss

or damage that may be caused to or suffered by the Purchaser by reason of any breach by

the Bidder of any of the terms and conditions of the said contract and/or in the

performance thereof. We agree that the decision of the Purchaser, whether any breach of

any of the terms and conditions of the said contract and/or in the performance thereof has

been committed by the Bidder and the amount of loss or damage that has been caused or

suffered by the Purchaser shall be final and binding on us and the amount of the said loss

or damage shall be paid by us forthwith on demand and without demur to the Purchaser.

2. We Bank Ltd, further agree that the guarantee herein

contained shall remain in full force and effect during the period that would be taken for

satisfactory performance and fulfillment in all respects of the said contract by the Bidder

i.e. till hereinafter called the said date and that if any claim accrues or

arises against us Bank Ltd, by virtue of this guarantee before the said date,

the same shall be enforceable against us

Bank Ltd, notwithstanding the fact that the same is enforced within six months after the

said date, provided that notice of any such claim has been given to us Bank

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Ltd, by the Purchaser before the said date. Payment under this letter of guarantee shall

be made promptly upon our receipt of notice to that effect from the Purchaser.

3. It is fully understood that this guarantee is effective from the date of the said contract and

that we Bank Ltd, undertake not to revoke this guarantee during its

currency without the consent in writing of the Purchaser.

4. We undertake to pay to the Purchaser any money so demanded notwithstanding any

dispute or disputes raised by the Bidder in any suit or proceeding pending before any

court or Tribunal relating thereto our liability under this present bond being absolute and

unequivocal.

5. The payment so made by us under this bond shall be a valid discharge of our liability for

payment there under and the Bidder shall have no claim against us for making such

payment.

6. We Bank Ltd, further agree that the Purchaser shall have

the fullest liberty, without affecting in any manner our obligations hereunder to vary any

of the terms and conditions of the said contract or to extend time of performance by the

Tendered from time to time or to postpone for any time off from time to time any of the

powers exercisable by the Purchaser against the said Bidder and to forebear or enforce

any of the terms and conditions relating to the said contract and we, Bank

Ltd., shall not be released from our liability under this guarantee by reason of any such

variation or extension being granted to the said Bidder or for any forbearance by the

Purchaser to the said Bidder or for any forbearance and or omission on the part of the

Purchaser or any other matter or thing whatsoever, which under the law relating to

sureties, would, but for this provision have the effect of so releasing us from our liability

under this guarantee.

7. This guarantee will not be discharged due to the change in the constitution of the Bank or

the Bidder.

Date

Place

Witness

Signature

Printed name

(Bank's common seal)

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Page | 247

15.2 Annexure B - Proforma for Security Deposit

To,




Lucknow-226001

WHEREAS .............................................................. (Name of Bidder) hereinafter called "The Bidder"

has decided to participate in the tender number .......... , hereinafter called "Tender" published

by UPSRTC, hereinafter called "UPSRTC".

AND WHEREAS it has been stipulated by you in the said Tender that the Bidder shall

furnish you with a Demand Draft or Pay Order or Bank Guarantee (of Nationalized Bank)

for the sum specified therein as Security Deposit for compliance with the Bidder's

obligations in accordance with the Tender.

AND WHEREAS we have agreed to give the Bidder a guarantee

THEREFORE WE hereby affirm that we are Guarantors and responsible to you, on behalf

of the Bidder, up to a total of Rs. /- (Rupees <in words> only) and we

undertake to pay you, upon your first written demand declaring the Bidder to be in default

of the tender conditions and without cavil or argument any sums within the limit of Rs.

/- as aforesaid, without your needing to

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

This guarantee is valid until the .............day of....................200….

(Signature and Seal of Bank)

Date: Address: Witness:

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(To be executed on Stamp paper of appropriate value)

THIS JOINT BIDDING AGREEMENT is entered into on this the ………… day of …………

20…

AMONGST

1. M/s Limited, a company incorporated under the Companies Act, 1956/2013 or

a partnership firm registered under The Partnership ACT, 1932 or Any other

legal entity referred to in Clause 12.27 of RFP, through Mr./Mrs ………………

having its registered office at ………… (Hereinafter referred to as the “First

Part” which expression shall, unless repugnant to the context include its

successors and permitted assigns)

AND


a partnership firm registered under The Partnership ACT, 1932 or Any other

legal entity referred to in Clause 12.27 of RFP, through Mr./Mrs ………………

having its registered office at ………… (hereinafter referred to as the “Second

Part” which expression shall, unless repugnant to the context include its

successors and permitted assigns)

AND


a partnership firm registered under The Partnership ACT, 1932 or Any

other legal entity referred to in Clause 12.27 of RFP, through Mr./Mrs

……………… having its registered office at ………… (hereinafter referred to

as the “Third Part” which expression shall, unless repugnant to the

context include its successors and permitted assigns)}

FORMAT FOR JOINT BIDDING DOCUMENT

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The above mentioned parties of the FIRST, SECOND, THIRD PART are

collectively referred to as the “Parties” and each is individually

referred to as a “Party”

WHEREAS, (A) Uttar Pradesh State Road Transport Corporation (UPSRTC), established under the Road

Transport Corporations Act, 1950, represented by its Managing Director and having its

principal office at 6, MG Marg, Parivahan Bhawan Lucknow 226001, Uttar Pradesh , India

(hereinafter referred to as the “Authority” which expression shall, unless repugnant to

the context or meaning thereof, include its administrators, successors and assigns) has

invited bids (the “Bids”) by its Request for Proposal No. ………… dated 26/02/2021 (the

“RFP”) for SELECTION OF SYSTEM INTEGRATOR FOR IMPLEMENTATION OF IOT

BASED INTEGRATED BUS TICKETING SYSTEM at UPSRTC

(B)The Parties are interested in jointly bidding for the Project as members of a Consortium

and in accordance with the terms and conditions of the RFP document and other bid

documents in respect of the Project, and

(C)It is a necessary condition under the RFP document that the members of the Consortium

shall enter into a Joint Bidding Agreement and furnish a copy thereof with the Bid.

NOW IT IS HEREBY AGREED as follows:

1. Definitions and Interpretations

In this Agreement, the capitalized terms shall, unless the context otherwise

requires, have the meaning ascribed thereto under the RFP.

2. Consortium

2.1The Parties do hereby irrevocably constitute a consortium (the “Consortium”) for

the purpose of jointly participating in the Bidding Process for the Project.

2.2 The Parties hereby undertake to participate in the Bidding Process only through

this Consortium and not individually and/ or through any other consortium

constituted for this Project, either directly or indirectly.

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3 Covenants

The Parties hereby undertake that in the event the Consortium is declared the

Winning Bidder, all the parties of the consortium will have to get into a legal

Agreement and formulate a Special Purpose Vehicle (SPV) under the

companies Act, exclusively for the Implementation of IOT based integrated

bus ticketing system, within 15 days from the date of issue of LOA/LOI which

can be further extended by UPSRTC in case of any difficulty on the request of

the Consortium.

4 Role of the Parties

The Parties hereby undertake to perform the roles and responsibilities as described below:

1. Party of the First Part shall be the Lead member of the Consortium and

shall have the power of attorney from all Parties for conducting all

business for and on behalf of the Consortium during the Bidding

Process;

2. Party of the Second Part shall be {the Member of the Consortium; and}(role to be defined)

3. Party of the Third Part shall be the {Member of the Consortium; }(role to be defined)

5 Lock-in Period

5.1 The Parties undertake to adhere to the Lock-in Period as per the provisions of

the RFP document.

6 Shareholding in the SPV

6.1 The Parties agree that the proportion of shareholding among the Parties in the

SPV shall be as follows:

First Party:

Second Party:

{Third Party:}

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6.2 Members of the Consortium shall nominate the member with the highest equity

share in the consortium as the lead member (the “Lead Member”), who shall

have an equity share of not less than 51% in the Consortium during the entire

project tenure. The nomination(s) shall be supported by a Power of Attorney, as

per the format at Annexure-VIII, signed by all the other members of the

Consortium;

6.3 Through this Jt. bidding agreement, the members convey the intent to form an SPV

with shareholding/ ownership equity commitment(s) in accordance with this RFP and percentage of share holding described above, and to enter into an agreement with UPSRTC for the project and subsequently carry out all the responsibilities to undertake the Project if awarded to the Consortium;

6.4 The Parties undertake that they shall comply with all equity lock-in

requirements set forth in RFP.

7 Joint and Several Liability

The Parties do hereby undertake to be jointly and severally responsible for

all obligations and liabilities relating to the Project and in accordance with

the terms of the RFP a till such time as the Financial Close for the Project is

achieved .

Representation of the Parties

Each Party represents to the other Parties as of the date of this Agreement that:

(A) Such Party is duly organized, validly existing and in good standing under the laws of its incorporation and has all requisite power and authority to enter into this Agreement;

(B) The execution, delivery and performance by such Party of this Agreement has been authorized by all necessary and appropriate corporate or governmental action and a copy of the extract of the charter documents and board resolution/ Power of Attorney in favor of the person executing this Agreement for the delegation of owner and authority to execute this Agreement on behalf of the Consortium Member is annexed to this Agreement, and will not, to the best of its knowledge:

1. require any consent or approval not already obtained;

2. violate any Applicable Law presently in effect and having applicability

to it;

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3. violate the memorandum and articles of association, by-laws or other

applicable organizational documents thereof;

4. violate any clearance, permit, concession, grant, license or other

governmental authorization, approval, judgment, order or decree or

any mortgage agreement, indenture or any other instrument to which

such Party is a party or by which such Party or any of its properties or

assets are bound or that is otherwise applicable to such Party; or

5. create or impose any liens, mortgages, pledges, claims, security interests,

charges or encumbrances or obligations to create a lien, charge, pledge,

security interest, encumbrances or mortgage in or on the property of

such Party, except for encumbrances that would not, individually or in

the aggregate, have a material adverse effect on the financial condition

or prospects or business of such Party so as to prevent such Party from

fulfilling its obligations under this Agreement;

(C) this Agreement is the legal and binding obligation of such Party, enforceable

in accordance with its terms against it; and

(D) there is no litigation pending or, to the best of such Party's knowledge, threatened to which it is a party that presently affects or which would have a material adverse effect on the financial condition or prospects or business of such Party in the fulfilment of its obligations under this Agreement.

8 Termination

This Agreement shall be effective from the date hereof and shall

continue in full force and effect until the need to continue the Consortium in

its present form, till formation of the SPV as defined above and all the clauses

of this consortium agreement will be deemed to be incorporated in the MOA

and AOA of the SPV ,in case the Project is awarded to the Consortium.

However, in case the Consortium does not get selected for award of the Project,

the Agreement will stand terminated upon return of the Bid Security by the

Authority to the Bidder.

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9 Miscellaneous

9.1 This Joint Bidding Agreement shall be governed by laws of India.

9.2 The Parties acknowledge and accept that this Agreement shall not be

amended by the Parties without the prior written consent of the Authority.

IN WITNESS WHEREOF THE PARTIES ABOVE NAMED HAVE EXECUTED

AND DELIVERED THIS AGREEMENT AS OF THE DATE FIRST ABOVE

WRITTEN.

SIGNED, SEALED AND DELIVERED SIGNED, SEALED AND DELIVERED

For and on behalf of

LEAD MEMBER by: SECOND PART

(Signature) (Signature)

(Name) (Name)

(Designation) (Designation)

(Address) (Address)

SIGNED, SEALED AND DELIVERED

For and on behalf of THIRD PART

(Signatu

re)

(Name)

(Design

ation)

(Addres

s)

In the presence of:

1. 2.

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Notes:

1 The mode of the execution of the Joint Bidding Agreement should be in accordance with the procedure, if any, laid down by the Applicable Law and the charter documents of the executant(s) and when it is so required, the same should be under common seal affixed in accordance with the required procedure.

2 Each Joint Bidding Agreement should attach a copy of the extract of the

charter documents and documents such as resolution / power of attorney in favour of the person executing this Agreement for the delegation of power and authority to execute this Agreement on behalf of the Consortium Member.

3 For a Joint Bidding Agreement executed and issued overseas, the

document shall be legalised by the Indian Embassy and notarized in the jurisdiction where the Power of Attorney has been executed.

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(On a Stamp Paper of relevant value)

POWER OF ATTORNEY

Know all men by these presents, We…………………………………………….. (name of the

firm and address of the registered office) through resolution passed in Board of Directors meeting

dated ----------- do hereby irrevocably constitute, nominate, appoint and authorise Mr/ Ms

(name), …………………… son/daughter/wife of

……………………………… and presently residing at …………………., who is presently

employed with us and holding the position of ……………………………. , as our true

and lawful attorney (hereinafter referred to as the “Attorney”) to do in our name and on our

behalf, all such acts, deeds and things as are necessary or required in connection with or

incidental to submission of our bid for Selection of a System Integrator for

Implementing of new Electronic Ticket Issuance and Online Reservation System

(IOT-IBTS) at UPSRTC including but not limited to signing and submission of all bids and

other documents and writings, participate in Pre-Bids and other conferences and providing

information/ responses to the Authority, representing us in all matters before the Authority,

signing and execution of all contracts/agreements and undertakings consequent to acceptance of

our bid, and generally dealing with the Authority in all matters in connection with or relating to

or arising out of our bid for the said Project and/ or upon award thereof to us and/or till the

entering into the Contract/ Agreements

AND we hereby agree to ratify and confirm and do hereby ratify and confirm all acts, deeds and

things done or caused to be done by our said Attorney pursuant to and in exercise of the powers

conferred by this Power of Attorney and that all acts, deeds and things done by our said Attorney

in exercise of the powers hereby conferred shall and shall always be deemed to have been done

by us.IN WITNESS WHEREOF WE, , THE ABOVE NAMED PRINCIPAL

HAVE EXECUTED THIS POWER OF ATTORNEY ON THIS ……… DAY OF …………. 2020

For

…………………………..

FORM A1: FORMAT FOR LETTER OF BID FORMAT FOR POWER OF ATTORNEY FOR SIGNING BID

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(Signature, name, designation and address)

Witnesses:

1.

(Notarised)

2.

Notes:

1. To be executed by the sole Bidder in accordance with the BOD’s resolution.

2. The mode of execution of the Power of Attorney should be in accordance with the

procedure, if any, laid down by the applicable law and the charter documents of the

executant (s) and when it is so required the same should be under common seal affixed

in accordance with the required procedure.

3. Wherever required, the Bid should submit for verification the extract of the charter

documents and documents such as a board or shareholders’ resolution/ power of attorney

in favor of the person executing this Power of Attorney for the delegation of power

hereunder on behalf of the Bid.

4. For a Power of Attorney executed and issued overseas, the document will also have to be

legalized by the Indian Embassy and notarized in the jurisdiction where the Power of

Attorney is being issued. However, the Power of Attorney provided by Bidders from

countries that have signed the Hague Legislation Convention 1961 are not required to be

legalized by the Indian Embassy if it carries a conforming Apostille certificate.

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(On a Stamp Paper of relevant value)

POWER OF ATTORNEY

Whereas the UPSRTC (“the Authority”) has invited bids from interested parties for the

SELECTION OF SYSTEM INTEGRATOR FOR IMPLEMENTATION OF IOT BASED

INTEGRATED BUS TICKETING SYSTEM Project (the “Project”).

Whereas, …………………….., …………………….., …………………….. and

………………………………………………………………………………..and

------------------------------------…………………………………………………..(collectively the

“Consortium”) being Members of the Consortium are interested in bidding for the Project in

accordance with the terms and conditions of the Request for Proposal (RFP) and other connected

documents in respect of the Project, and

Whereas, it is necessary for the Members of the Consortium to designate one of them as the Lead

Member with all necessary power and authority to do for and on behalf of the Consortium, all acts,

deeds and things as may be necessary in connection with the Consortium’s bid for the Project and

its execution.

NOW THEREFORE KNOW ALL MEN BY THESE PRESENTS

We, M/s /Mr./Mrs ......................................having our registered office (postal address in case of

Individual as consortium member) at …………………….., M/s /Mr./Mrs.. ……………………..

having our registered office (postal address in case of Individual as consortium member) at

…………………….., M/s /Mr./Mrs. …………………….. having our registered office (postal

address in case of Individual as consortium member) at …………………….., duly

authorized by respective organization/company through Board of Director’s resolution to do so

(hereinafter collectively referred to as the “Principals”) do hereby irrevocably designate, nominate,

constitute, appoint and authorize M/S/ Mr./Mrs. …………………….. having its registered office

(postal address in case of Individual as lead member) at …………………….., being one of the

Members of the Consortium, as the Lead Member and true and lawful attorney of the Consortium

(hereinafter referred to as the “Attorney”). We hereby irrevocably authorize the Attorney (with power

to sub-delegate) to conduct all business for and on behalf of the Consortium and any one of us during

the bidding process and, in the event the Consortium is awarded the contract, during the

execution of the Project and in this regard, to do on our behalf and on behalf of the

FORMAT FOR POWER OF ATTORNEY FOR LEAD MEMBER OF CONSORTIUM

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Consortium, all or any of such acts, deeds or things as are necessary or required or incidental

to the submission of its bid for Selection of System Integrator for implementation of IoT based

integrated bus ticketing system- IoT IBTS at UPSRTC, including but not limited to signing and

submission of all bids and other documents and writings, accept the Letter of Acceptance,

participate in bidders’ and other conferences, respond to queries, submit information/

documents, sign and execute contracts and undertakings consequent to acceptance of the bid

of the Consortium and generally to represent the Consortium in all its dealings with the

Authority, and/ or any other Government Agency or any person, in all matters in connection

with or relating to or arising out of the Consortium’s bid for the Project and/ or upon award

thereof till the Concession and Lease Agreements are entered into with the Authority.

AND hereby agree to ratify and confirm and do hereby ratify and confirm all acts, deeds and things

done or caused to be done by our said Attorney pursuant to and in exercise of the powers conferred

by this Power of Attorney and that all acts, deeds and things done by our said Attorney in exercise

of the powers hereby conferred shall and shall always be deemed to have been done by us/

Consortium. IN WITNESS WHEREOF WE THE PRINCIPALS ABOVE NAMED HAVE EXECUTED THIS

POWER OF ATTORNEY ON THIS …………………. DAY OF ……….

For ……………………..

(Signature)

……………………..

(Name & Title)

For ……………………..

(Signature)

……………………..

(Name & Title)

For ……………………..

(Signature)

……………………..

(Name & Title)

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Witnesses:

1.

2.

………………………………………

(Executants)

(To be executed by all the Members of the Consortium)

Note:

1. The mode of execution of the Power of Attorney should be in accordance with the

procedure, if any, laid down by the applicable law and the charter documents of the

executant(s) and when it is so required the same should be under common seal affixed

in accordance with the required procedure.

2. Also, wherever required, the Bidder should submit for verification of the extract of the

charter documents and documents such as a board or shareholders’ resolution/ power

of attorney in favor of the person executing this Power of Attorney for the delegation

of power hereunder on behalf of the Bidder.

3. For a Power of Attorney executed and issued overseas, the document will also have to

be legalized by the Indian Embassy and notarized in the jurisdiction where the Power

of Attorney is being issued. However, the Power of Attorney provided by Bidders from

countries that have signed the Hague Legislation Convention 1961 are not required to

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Extract of minutes of board of directors meeting of ABC Private Limited held at the registered office at _________________ on 21st October 2020 AT 11:00 AM

Person Present : 1. Mr. 2. Mr. Resolved that the company has decided to authorize Mr. _______(Director) as Authorised Signatory for bidding in the e-tender floated by UPSRTC, E-tender number_____________, and to sign and submit various document electronically and/or physically and to make applications, communications, representations, modifications or alterations on behalf of the Company before the UPSRTC committee as and when required. The acts done and documents shall be binding on the company until the same is withdrawn by giving written notice thereof . Specimen signature of Authorised Signatory Resolved further that, a copy of the above resolution duly certified as true by designated directors of the company. For and on behalf of board of directors of ABC Private Limited Mr. _________ Mr. __________ (Director) (Director) DIN : DIN :

FORMAT FOR BOARD RESOLUTION OF MEMBER OF CONSORTIUM/JV(TO BE GIVEN ON COMPANY LETTER HEAD)

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Extract of minutes of board of directors meeting of XYZ Private Limited held at the registered office at _________________ on 21st October 2020 AT 11:00 AM

Person Present : 1. Mr. 2. Mr. Resolved that the company has decided to authorize Mr. _______(Director) as Authorised Signatory for entering into a Joint Venture with company LMN Private Limited and OPQ Private Limited, for the purpose of bidding in the e-tender floated by UPSRTC, E-tender number_____________, and to sign and submit various document electronically and/or physically for entering into Joint Venture and to make applications, communications, representations, modifications or alterations on behalf of the Company before the UPSRTC committee as and when required. The acts done and documents shall be binding on the company until the same is withdrawn by giving written notice thereof . Specimen signature of Authorised Signatory Resolved further that, a copy of the above resolution duly certified as true by designated directors of the company. For and on behalf of board of directors of XYZ Private Limited Mr. _________ Mr. __________ (Director) (Director) DIN : DIN :

FORMAT FOR BOARD RESOLUTION FOR SOLE BIDDER( TO BE GIVEN ON COMPANY LETTER HEAD)

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15.8 Annexure C - Bid Submission processes

INSTRUCTIONS TO BIDDERS

GENERAL INSTRUCTIONS:

The bidders are requested to familiarize themselves with the use of the e-Tendering portal of Government of Uttar Pradesh well in advance

To view- Tender Notice, Detailed Time Schedule, Tender Document for this Tender and subsequently purchase the Tender Document and its supporting documents, kindly visit following e-Tendering website of Government of Uttar Pradesh: https://etender.up.nic.in

The Contractors participating first time for e-Tenders on GoUP e-tendering portal will have to complete the Online Registration Process for the e-Tendering portal. A link for enrollment of new bidders has been provided on https:// etender.up.nic.in

All bidders interested in participating in the online e-Tendering process are required to procure Class II or Class III Digital e-Token having 2 certificates inside it, one for Signing/Verification purpose and another for Encryption/Decryption purpose. The tender should be prepared & submitted online using individual’s Digital e-Token.

PURCHASE AND DOWNLOADING OF TENDER FORM:

The tender document is uploaded / released on Government of Uttar Pradesh (GoUP) e- tendering website https://etender.up.nic.in. Tender document and supporting documents may be purchased and downloaded from following link on www.upsrtc.com by filling demand draft details online. Subsequently, bid has to be prepared and submitted online ONLY as per the schedule.

Tender forms will be sold manually from UPSRTC Head office, Lucknow.

Only those Tender offers shall be accepted for evaluation for which non-refundable Tender Fee of Rs.10,000/- ( INR Ten Thousand Only) refer to clause 1.8

PREPARATION & SUBMISSION OF BIDS

Both the Bids (Technical as well as Commercial) shall have to be prepared and subsequently submitted online only. Bids not submitted online will not be entertained.

Online Bid Preparation

In Bid Preparation stage, bidders get access to Online Technical and Commercial Envelopes where they require uploading documents related to technical eligibility criteria and quote commercial offer for the work / item in respective online envelopes.

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TECHNICAL BID

Following documents should be uploaded in Online Technical Envelope (T1) in PDF format, if required can be zipped as well and then uploaded. These documents need to be digitally signed by individual contractor’s digital signature and uploaded during Online Bid Preparation stage.

COMMERCIAL BID

All commercial offers must be prepared online (An online form will be provided for this purpose in Online Commercial Envelope (C1), during Online Bid Preparation stage). Commercial bid will include covering letter as per Section 14, Annexure 1. Apart from this the bidder will provide the commercial quote on bidder's company letter head duly signed and stamped by authorized signatory, scan and upload in the commercial bid envelope.

Any bidder should not quote his offer anywhere directly or indirectly in Technical Envelope (T1), failing which the Commercial Envelope (C1) shall not be opened and his tender shall stand rejected.

Note: During Online Bid Preparation stage, bidders are allowed to make any changes or

modifications in the bid data uploaded by them in Technical (T1) as well as Commercial (C1)

envelope. Once a bidder successfully completes the Bid Preparation stage (by generating the

Hash Values for T1 and C1), system won’t allow him/her to make any further changes or

modifications in the bid data.

Online Bid Submission

In this stage, bidders who have successfully completed their Bid Preparation stage are required to transfer the data, already uploaded by them during Bid Preparation stage, from their custody to department’s custody.

Note: During this stage, bidders won’t have any capability to make any kind of changes or

editing into technical as well as commercial data.

EARNEST MONEY DEPOSIT (EMD)

Refer to section 12.12 of this document. Offers made without Earnest Money Deposit shall be rejected.

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INSTRUCTION TO BIDDERS FOR ONLINE BID PREPARATION & SUBMISSION

• During the activity of Bid Preparation, the tenderer is required to upload all the

documents of the technical bid by scanning the documents and uploading those in the PDF

format. This apart, tenderer will have to quote commercial offer for the work / item, for

which bids are invited, in an online form made available to them in Commercial Envelope.

This activity of Bid Preparation should be completed within the pre-scribed schedule

given for bid preparation.

• After Bid Preparation, the tenderer is required to complete Bid Submission activity

within pre-scribed schedule without which the tender will not be submitted.

• Non-payment of processing fees will result in non-submission of the tender and

Department will not be responsible if the tenderer is not able to submit their offer due to

non- payment of processing fees to the e-tendering agency.

Detailed list of different modes of online payment to e-tendering service provider (E- Payment Options) has been provided under E-Tendering Toolkit for Bidders

The date and time for online preparation followed by submission of envelopes shall strictly apply in all cases. The tenderers should ensure that their tender is prepared online before the expiry of the scheduled date and time and then submitted online before the expiry of the scheduled date and time. No delay on account of any cause will be entertained. Offers not submitted online will not be entertained.

If for any reason, any interested bidder fails to complete any of online stages during the complete tender cycle, department shall not be responsible for that and any grievance regarding that shall not be entertained.

Any amendment to the tender will be placed on sub portal of the Department, who have invited the bids, on e-tendering portal of the Govt. of Uttar Pradesh. The tenderer will not be communicated separately regarding the amendment.

OPENING OF BIDS:

The bids that are submitted online successfully shall be opened online as per date and time given in detailed tender schedule (if possible), through e-Tendering procedure only in the presence of bidders.

Bids shall be opened either in the presence of bidders or it’s duly authorised representatives. The bidder representatives who are present shall sign a register evidencing their attendance. Only one representative per applicant shall be permitted to be present at the time of opening

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the tender. TECHNICAL ENVELOPE (T1):

First of all, Technical Envelope of the tenderer will be opened online through e-Tendering procedure to verify its contents as per requirements.

At the time of opening of technical bid the tenderer should bring all the original documents that have been uploaded in the Online Technical Envelope (T1) so that same can be verified at the time of opening of technical bid.

If the tenderer fails to produce the original documents at the time of opening of technical bid then the decision of the committee taken on the basis of document uploaded will be final and binding on the tenderer.

If the various documents contained in this envelope do not meet the requirements, a note will be recorded accordingly by the tender opening authority and the said tenderer’s Commercial Envelope will not be considered for further action but the same will be recorded.

Decision of the tender opening authority shall be final in this regard.

The commercial bids shall not be opened till the completion of evaluation of technical bids. The commercial Bids of only technically qualified Bidders as mentioned above will be opened.

COMMERCIAL ENVELOPE (C1):

This envelope shall be opened online as per the date and time given in detailed tender schedule (if possible), through e-Tendering procedure only,

Final List of Documents to be uploaded Online:

All should be uploaded by the bidders in the form Excel Files in the same order as mentioned

below, on the e-Tendering website during Online Bid Preparation stage.

Note: During Online Bid Preparation, apart from the above-mentioned documents, if any

need arises to upload additional documents in Technical Envelope, an option of ‘Upload

Additional Documents’ has been provided in the e-Tendering software which will be

available to bidders during Online Bid Preparation stage.

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16 General conditions and definitions In this Contract, the following terms shall be interpreted as indicated:

1. The “Purchaser” shall mean the Uttar Pradesh State Road Transport Corporation

(‘UPSRTC’), and its successors and assignees.

2. The “Bidder” shall mean the Organization on whose behalf the tender response has

been submitted and bid to perform the Contract has been accepted by the Purchaser

and is named as such in the Contract Agreement

3. The “Selected Bidder” shall mean the Organization selected by Purchaser as a result

of the tendering process described in this tender document.

4. The Term “Bidder” essentially means the Organization who is fully responsible

towards UPSRTC for providing turnkey solution for Supply, Installation,

Implementation, Maintenance, and Operations of the e-ticketing and ORS solution,

maintaining third party DR services and provide related services as per the

requirements and terms and conditions specified in this tender / contract.

5. “Goods” means all of the software, products accessories and/or other material / items

which the SI is required to install and maintain under the contract.

6. “Intellectual Property Rights (‘IPR’)” means any patent, copyright, trademark, trade

name, service marks, brands, propriety information, Application Software whether

arising before or after the execution of this Contract and the right to ownership and

registration of these rights.

7. “Original Equipment Manufacturer (‘OEM’)” means the owner of the IPR or

manufacturer of Goods for any equipment /system / software / product which are

providing such goods to the Purchaser under the scope of this Tender / Contract.

8. “Business Day” means any day that is not a Sunday or a public holiday.

9. “Parties” means the Purchaser, The Bidder, Application Service Provider and OEM

and “Party” means either of the Parties.

10. “Confidential Information” means any information disclosed to or by any Party to

this Contract and includes any information in relation to the Parties, a third party or

any information including any such information that may come to the knowledge of

the Parties hereto / bidder by virtue of this Contract that:

a. is by its nature confidential or by the circumstances in which it is disclosed

confidential; or

b. is designated by the disclosing Party as confidential or identified in terms

connoting its confidentiality;

c. but does not include information which is or becomes public knowledge other

than by a breach of this Contract;

11. “Contract” means the Tender and all Annexes thereto, the Agreement entered into

between the selected Bidder together with the Purchaser as recorded in the Contract

form signed by the Purchaser and the Bidder including all Annexes thereto and the

agreed terms as set out in the bid, all documents incorporated by reference therein

and amendments and modifications to the above from time to time.

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12. “Contract Value” means the price payable to the bidder under this Contract for the

full and proper performance of its contractual obligations.

13. “Document” means any embodiment of any text or image however recorded and

includes any data, text, images, sound, voice, codes or and databases or microfilm or

computer-generated micro fiche.

14. “Effective Date” means the date on which this Contract comes into force. This

Contract shall come into force and effect on the date (the “Effective Date”) of the

Purchaser’s notice to the SI instructing the SI to begin carrying out the activities.

15. “Services” means services to be provided as per the requirements / conditions

specified in this tender / contract. In addition to this, the definition would also include

other related/ancillary services that may be required to execute the scope of work

under the Contract.

16. “Software” refers to following;

a. All application Software components that are required to cater to functional

requirement specifications - Core application as well as others;

b. Any system component that is required for the functioning of UPSRTC systems’

as per the requirements and SLAs.

16.1 Interpretation

In this Contract unless a contrary intention is evident:

1. the clause headings are for convenient reference only and do not form part of this

Contract;

2. unless otherwise specified a reference to a clause number is a reference to all of its

sub-clauses;

3. unless otherwise specified a reference to a clause, sub-clause or section is a reference

to a clause, sub-clause or section of this Contract including any amendments or

modifications to the same from time to time;

4. a word in the singular includes the plural and a word in the plural includes the

singular;

5. a word importing a gender includes any other gender;

6. a reference to a person includes a partnership and a body corporate;

7. a reference to legislation includes legislation repealing, replacing or amending that

legislation;

8. where a word or phrase is given a particular meaning, it includes the appropriate

grammatical forms of that word or phrase which have corresponding meanings.

9. in the event of an inconsistency between the terms of this Contract and the Tender

and the Bid, the terms hereof shall prevail.

16.2 Key Performance Measurements

1. Unless specified by the Purchaser to the contrary, the bidder shall deliver the goods,

perform the Services and carry out the Scope of Work in accordance with the terms of

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this Contract, Scope of Work and the Service Specifications as laid down under Service

Level Agreement.

2. If the Contract / Service Specification include more than one document, then unless the

Purchaser specifies to the contrary, the later in time shall prevail over a document of

earlier date to the extent of any inconsistency.

3. The Purchaser reserves the right to amend any of the terms and conditions in relation

to the Contract / Services and may issue any such directions which are not necessarily

stipulated therein if it deems necessary for the fulfilment of the scope of work.

16.3 Commencement & Progress

The bidder shall commence the performance of its obligations in a manner as specified in the

Scope of Work.

1. The bidder shall proceed to carry out the activities / services with diligence and

expedition in accordance with any stipulation as to the time, manner, mode, and

method of execution contained in this Contract.

2. The Bidder shall be responsible for and shall ensure that all activities / services are

performed in accordance with the Contract, Scope of Work and that the bidder’s Team

complies with such specifications and all other standards, terms and other

stipulations/conditions set out hereunder.

3. The bidder shall perform the activities / services and carry out its obligations under

the Contract with due diligence, efficiency and economy, in accordance with generally

accepted techniques and practices used in the industry and with professional

engineering and consulting standards recognized by international professional bodies

and shall observe sound management, engineering and security practices. It shall

employ appropriate advanced technology and engineering practices and safe and

effective equipment, machinery, material and methods. The bidder shall always act, in

respect of any matter relating to this Contract, as faithful advisors to the Purchaser and

shall, at all times, support and safeguard the Purchaser's legitimate interests in any

dealings with Third parties.

16.4 Consortium and Sub-Contracting 1. Maximum two Consortium are allowed.

2. Sub-Contracting of Operations is allowed

16.5 Bidder’s Obligations

16.5.1 Scope of Work 1. The bidder’s obligations shall include all the activities as specified by the Purchaser in

the Scope of Work and other sections of the Tender and Contract and changes thereof

to enable Purchaser to meet the objectives and operational requirements. It will be

the bidder’s responsibility to ensure the proper and successful implementation,

performance and continued operation of the proposed solution in

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accordance with and in strict adherence to the terms of his Bid, the Tender and this

Contract.’

2. The bidder shall ensure that the OEMs supply equipment/components including

associated accessories and software required and shall support the bidder in the

installation, commissioning, integration and maintenance of these components

during the entire period of contract. The bidder shall ensure that the OEMs supply the

software applications and shall support the bidder in the installation / deployment,

integration, roll-out and maintenance of the electronic ticketing (including ETIM and

smart card) and ORS solution during the entire period of contract.

3. All the software licenses that the bidder proposes should be perpetual software

licenses. The software licenses shall not be restricted based on location and the

Purchaser should have the flexibility to use the software licenses for other

requirements if required.

4. The bidder shall ensure that none of the components and sub-components is declared

end-of-sale or end-of-support by the respective OEM at the time of submission of bid.

If, the OEM declares any of the products/solutions end -of-sale subsequently, the

bidder shall ensure that the same is supported by the respective OEM from its date of

deployment till the end of Contract period. If a product is de-supported by the OEM

for any reason whatsoever, from the effective date of Contract till the end of end of

Contract period, the bidder should replace the products/solutions with an alternate

that is acceptable to the Purchaser at no additional cost to the Purchaser and without

causing any performance degradation and/or project delays.

5. The bidder shall ensure that the OEMs provide the support and assistance to the

bidder in case of any problems / issues arising due to integration of components

supplied by him with any other component(s)/product(s) under the purview of the

overall solution. If the same is not resolved for any reason whatsoever, bidder shall

replace the required component(s) with an equivalent or better substitute that is

acceptable to Purchaser without any additional cost to the Purchaser and without

impacting the performance of the solution in any manner whatsoever

6. The bidder shall ensure that the OEMs for hardware servers/equipment supply

and/or install all new releases, versions, any type of updates, upgrade patches and/or

bug fixes for the firmware or software from time to time at no additional cost to the

Purchaser.

7. The bidder shall ensure that the OEMs for hardware servers/equipment conduct the

preventive maintenance on a monthly basis and break-fix maintenance in accordance

with the best practices followed in the industry.

8. The bidder shall ensure that the documentation and training services associated with

the components shall be provided by the OEMs without any additional cost to the

Purchaser.

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9. The bidder shall provision the required critical spares/components at the designated

Data Center Site for meeting the uptime commitment of the components supplied by

him.

10. The bidder shall ensure that the Annual Maintenance support for the software

components is provided for the period from date of deployment of the software

component till the end of Contract period. Annual Maintenance support shall include

patches, updates and upgrades of the software and (additional) hardware

components.

11. The bidder shall fulfil any other obligations as mentioned in the RFP document.

16.5.2 Personnel: 1. Personnel assigned by bidder to perform the Services shall be employees of bidder

and under no circumstances will such personnel be considered employees of the

Project. Bidder shall have the sole responsibility for supervision and control of its

personnel and for payment of such personnel's entire compensation, including salary,

withholding of income taxes and social security taxes, worker's compensation,

employee and disability benefits and the like and shall be responsible for all employer

obligations under all applicable laws.

2. Bidder shall ensure that sufficient personnel are employed to perform the Services,

and also that such personnel have appropriate qualifications to perform the Services.

UPSRTC shall have the right to require the removal or replacement of any bidder

personnel performing work under this Agreement. In the event that UPSRTC requests

that any bidder personnel be replaced, the substitution of such personnel shall be

accomplished pursuant to a mutually agreed upon schedule but not later than 15

working days.

3. The bidder shall also be responsible to train certain employees of Project with regard

to the Services being provided by the bidder as and when required by Project during

the Term of this Project. The parameters of the training required for these employees

of Project shall be communicated by UPSRTC to the bidder periodically and shall be

in accordance with the latest procedures and processes available in the relevant areas

of work.

4. In the event that during the project implementation phase, UPSRTC identifies any

personnel of bidder as "Key Personnel", then the bidder shall not remove such

personnel without the prior written consent of UPSRTC.

5. Except as stated herein, nothing in this Agreement or the SLA will limit the ability of

bidder freely to assignor reassign its employees; provided that bidder shall be

responsible, at its expense, for transferring all appropriate knowledge from personnel

being replaced to their replacements. UPSRTC shall have the right to review and

approve bidder’s plan for any such knowledge transfer. Bidder shall maintain the

same standards for skills and professionalism among replacement personnel as in

personnel being replaced.

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6. Each Party shall be responsible for the performance of all its obligations under this

Agreement or the SLA and shall be liable for the acts and omissions of its employees

in connection therewith.

16.5.3 Confidentiality

1. The bidder recognizes that during the term of contract and the SLA, sensitive data will

be procured and made available to it and others working for or under the bidder.

Disclosure or usage of the data by any such recipient may constitute a breach of

applicable laws causing harm to the concerned Corporation. The function of UPSRTC

requires the bidder to demonstrate utmost care, sensitivity and strict confidentiality.

Any breach of this will result in UPSRTC receiving a right to seek injunctive relief and

damages without any limit, from the bidder and/or also seek termination.

2. Bidder agrees as to any Confidential Information disclosed by UPSRTC or the SLA (the

“Discloser") to this Agreement:

3. To take such steps necessary to protect UPSRTC’s confidential information from

unauthorized use, reproduction and disclosure as the Recipient takes in relation to its

own Confidential Information of the same type, but in no event less than reasonable

care; and

4. to use such Confidential Information only for the purposes of this Agreement or the

SLA or as otherwise expressly permitted or expressly required by this Agreement or

the SLA or as otherwise permitted by UPSRTC in writing; and

5. Not without UPSRTC’s prior written consent to copy the confidential Information or

cause or allow it to be copied, directly or indirectly, in whole or in part, except as

otherwise expressly provided in this Agreement or the SLA or as required in

connection with bidder’s use as permitted by UPSRTC.

6. Not, without UPSRTC’s prior written consent to disclose, transfer, publish or

communicate the confidential information in any manner to any person except as

permitted in this contract or SLA.

7. The selected bidder will have to sign a Non-Disclosure Agreement (NDA)with UPSRTC.

16.5.4 Trademarks, Publicity

Neither Party may use the trademarks of the other Party without the prior written consent

of the other Party. Neither Party shall publish or permit to be published either along with or

in conjunction with any other person any press release, information, article, photograph,

illustration or any other material of whatever kind relating to this Agreement, the SLA or the

business of the Parties without prior reference to and approval in writing from the other

Party.

16.5.5 Ethics

Bidder represents, warrants and covenants that it has given no commitments, payments,

gifts, kickbacks, lavish or expensive entertainment, or other things of value to any employee

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or UPSRTC, or its nominated agencies in connection with this agreement and acknowledges

that the giving of any such payment, gifts, entertainment, or other things of value is strictly

in violation of UPSRTC’s standard policies and may result in cancellation of this Agreement.

16.5.6 Corrupt or Fraudulent Practices

1. The UPSRTC requires that bidder/consortiums under this RFP, observe the highest

standards of ethics during the BOT process and execution of such contract. In

pursuance to this policy, the UPSRTC: -

2. Defines for the purposes of this provision, the terms set forth as follows:

3. “Corrupt practice” means the offering, giving, receiving or soliciting of anything of value

to influence of public officials in the BOT process or in contract execution; and

4. “Fraudulent Practice “means a misrepresentation of facts in order to influence a BOT

process or execution of contract to the detriment of the UPSRTC, and includes collusive

practice among bidders (prior to or after bid submission);

5. Will reject a proposal for award if it determines that the bidder recommended for

award has engaged in corrupt or fraudulent practices in competing for the contract in

question;

6. Will declare a firm ineligible, either indefinitely or for a stated period of time, to be

awarded a contract if it at any time determines that the firm has engaged in corrupt and

fraudulent practices in competing for or executing a contract.

7. The past performance of the bidder will be crosschecked if necessary. If the facts are

proven to be dubious the bidders RFP will be ineligible for further processing.

8. There should be no scope to generate tickets elsewhere using the software technology

used for UPSRTC in printing tickets and other reports printed by ETIM for security

reasons. The intent of this clause is to prevent the scope of fraudulent usage of ETIM

and/or software for printing of tickets other than those on UPSRTC buses. The bidder

has to take onus of such responsibility

16.6 Purchaser’s Obligations

1. UPSRTC nominated representative shall act as the nodal point for implementation of the

contract and for issuing necessary instructions, approvals, commissioning, acceptance

certificates, payments etc. to the bidder.

2. Purchaser shall ensure that timely approval is provided to the bidder as and when

required, which may include approval of project plans, implementation methodology,

design documents, specifications, or any other document necessary in fulfilment of this

contract.

3. The Purchaser’s Representative shall interface with the bidder, to provide the required

information, clarifications, and to resolve any issues as may arise during the execution

of the Contract. Purchaser shall provide adequate cooperation in providing details,

coordinating and obtaining of approvals from various governmental agencies, in cases,

where the intervention of the Purchaser is proper and necessary.

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4. Purchaser may provide on bidder’s request, particulars/information/ or

documentation that may be required by the bidder for proper planning and execution

of work and for providing services covered under this contract and for which the bidder

may have to coordinate with respective vendors.

5. Purchaser may provide to the bidder, sitting space and basic infrastructure at the

UPSRTC’s office location.

16.7 Events of Default by the Bidder

6. The failure on the part of the bidder to perform any of its obligations or comply with

any of the terms of this Contract shall constitute an Event of Default on the part of the

bidder. The events of default as mentioned above may include inter-alia the following:

7. the bidder/ bidder’s Team has failed to perform any instructions or directives issued

by the Purchaser which it deems proper and necessary to execute the scope of work or

provide services under the Contract, or

8. the bidder/ bidder’s Team has failed to confirm / adhere to any of the key performance

indicators as laid down in the Key Performance Measures / Service Level Agreements,

or if the bidder has fallen short of matching such standards / benchmarks / targets as

the Purchaser may have designated with respect to the system or any goods, task or

service, necessary for the execution of the scope of work and performance of services

under this Contract. The above-mentioned failure on the part of the bidder may be in

terms of failure to adhere to performance, quality, timelines, specifications,

requirements or any other criteria as defined by the Purchaser;

9. the bidder has failed to remedy a defect or failure to perform its obligations in

accordance with the specifications issued by the Purchaser, despite being served with

a default notice which laid down the specific deviance on the part of the bidder/

bidder’s Team to comply with any stipulations or standards as laid down by the

Purchaser; or

10. the bidder/ bidder’s Team has failed to adhere to any amended direction, instruction,

modification or clarification as issued by the Purchaser during the term of this Contract

and which the Purchaser deems proper and necessary for the execution of the scope of

work under this Contract

11. the bidder/ bidder’s Team has failed to demonstrate or sustain any representation or

warranty made by it in this Contract, with respect to any of the terms of its Bid, the

Tender and this Contract

12. There is a proceeding for bankruptcy, insolvency, winding up or there is an

appointment of receiver, liquidator, assignee, or similar official against or in relation to

the SI.

13. The bidder/bidder’s Team has failed to comply with or is in breach or contravention of

any applicable laws.

14. The bidder / bidder’s team are involved in fraud/wilful misconduct

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15. Where there has been an occurrence of such defaults inter alia as stated above, the

Purchaser shall issue a notice of default to the bidder, setting out specific defaults /

deviances / omissions / non-compliances / non-performances and providing a notice

of Sixty (60) days to enable such defaulting party to remedy the default committed.

16. Where despite the issuance of a default notice to the bidder by the Purchaser the bidder

fails to remedy the default to the satisfaction of the bidder, the Purchaser may, where

it deems fit, issue to the defaulting party another default notice or proceed to adopt

such remedies as may be available to the Purchaser.

16.8 Consequences of Default Where an Event of Default subsists or remains uncured the Purchaser shall be entitled to:

1. Impose any such obligations and conditions and issue any clarifications as may be

necessary to inter alia ensure smooth continuation of project and the Services which

the bidder shall be obliged to comply with which may include re-determination of the

consideration payable to the bidder as agreed mutually by Purchaser and bidder or

through a third party acceptable to both parties. The bidder shall in addition take all

available steps to minimize loss resulting from such event of default.

2. Suspend all payments to the bidder under the Contract by a written notice of

suspension to the bidder, provided that such notice of suspension:

3. shall specify the nature of the failure; and

4. shall request the bidder to remedy such failure within a specified period from the date

of receipt of such notice of suspension by the bidder.

16.9 Terminate the Contract in Full or Part 5. Retain such amounts from the payment due and payable by the Purchaser to the bidder

as may be required to offset any losses caused to the Purchaser as a result of such event

of default and the bidder shall compensate the Purchaser for any such loss, damages or

other costs, incurred by the Purchaser in this regard. Nothing herein shall effect the

continued obligation of the bidder and bidder’s 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.

6. 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 bidder as may have resulted from such default and pursue such other rights

and/or remedies that may be available to the Purchaser under law.

16.10 Breach and Rectification 1. In the event that the bidder is in Material Breach of its obligations under this Agreement

or the SLA, UPSRTC may terminate this Agreement or the SLA upon notice to the other

Party. Any notice served pursuant to this clause shall give reasonable details of the

Material Breach, which could include the following events and the termination will

become effective:

2. If there is Breach which translates into default in providing Services by the bidder as

per this Agreement or the SLA, continuously for more than one week, then UPSRTC will

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serve a seven days’ notice for curing such Material Breach. In case the Material Breach

continues after the notice period, UPSRTC will have the option to terminate the

Agreement.

3. Because time is the essence of the contract, in case, for reasons prima facie attributable

to the bidder, there is a delay of more than 4 weeks in the Project Implementation Phase

by the bidder prior to the acceptance testing and certification stage, UPSRTC may

terminate this Agreement after affording a reasonable opportunity to the bidder to

explain the circumstances leading to such a delay. Further, UPSRTC may also invoke the

Performance Guarantee of the Bidder. Pursuant to the termination, bidder shall

transfer all the assets to UPSRTC.

4. Where a change of control of the bidder has occurred whereby the bidder has merged,

amalgamated or been taken over, due to which the majority shareholding of the bidder

has been transferred to another entity, UPSRTC can by a 60 days written notice,

terminate this Agreement and such notice shall become effective at the end of the

notice.

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16.11 Protection and Liabilities 16.11.1 Warranty

1. A comprehensive warranty applicable on goods supplied under this contract shall be

provided for the period of contract from the date of acceptance of respective system by

the Purchaser.

2. Technical Support for Software applications shall be provided by the respective OEMs

for the period of contract. The Technical Support should include all upgrades, updates

and patches to the respective Software applications.

3. The bidder warrants that the Goods supplied under the Contract are new, non-

refurbished, unused and recently manufactured; shall not be nearing End of sale / End

of support; and shall be supported by the bidder and respective OEMs along with

service and spares support to ensure its efficient and effective operation for the entire

duration of the contract.

4. The bidder warrants that the goods supplied under this contract shall be of the highest

grade and quality and consisted with the established and generally accepted standards

for materials of this type. The goods shall be in full conformity with the specifications

and shall operate properly and safely. All recent design improvements in goods, unless

provided otherwise in the Contract, shall also be made available.

5. The bidder further warrants that the Goods supplied under this Contract shall be free

from all encumbrances and defects/faults arising from design, material, manufacture

or workmanship (except insofar as the design or material is required by the Purchaser's

Specifications) or from any act or omission of the bidder, that may develop under

normal use of the supplied Goods in the conditions prevailing at the respective

Datacentre Sites.

6. The Purchaser shall promptly notify the bidder in writing of any claims arising under

this warranty.

7. Upon receipt of such notice, the bidder shall, with all reasonable speed, repair or

replace the defective Goods or parts thereof, without prejudice to any other rights

which the Purchaser may have against the bidder under the Contract.

8. If the bidder, having been notified, fails to remedy the defect(s) within a reasonable

period, the Purchaser may proceed to take such remedial action as may be necessary,

at the bidder’s risk and expense and without prejudice to any other rights which the

Purchaser may have against the bidder under the Contract.

9. Any OEM specific warranty terms that do not conform to conditions under this Contract

shall not be acceptable.

16.11.2 Third Party Claims 1. Bidder (the "Indemnifying Party") undertakes to indemnify UPSRTC (the "Indemnified

Party") from and against all direct losses, claims or damages on account of bodily injury,

death or damage to tangible personal property and otherwise caused by its negligence/

fraud/wilful misconduct, arising in favour of any person, corporation or other entity

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(including the Indemnified Party) attributable to the Indemnifying Party's performance

or non-performance under this Agreement or the SLA.

2. The indemnities shall be subject to the following conditions:

3. The Indemnified Party, as promptly as practicable, informs the Indemnifying Party in

writing of the claim or proceedings and provides all relevant evidence, documentary or

otherwise;

4. The Indemnified Party shall, at the cost of the Indemnifying Party, give the

Indemnifying Party all reasonable assistance in the defence of such claim including

reasonable access to all relevant information, documentation and personnel provided

that the Indemnified Party may, at its sole cost and expense, reasonably participate,

through its attorneys or otherwise, in such defence;

5. If the Indemnifying Party does not assume full control over the defence of a claim, the

Indemnifying Party may participate in such defence at its sole cost and expense, and

the Indemnified Party will have the right to defend the claim in such manner as it may

deem appropriate, and the cost and expense of the Indemnified Party will be included

in Losses;

6. The Indemnified Party shall not prejudice, pay or accept any proceedings or claim, or

compromise any proceedings or claim, without the written consent of the Indemnifying

Party;

7. All settlements of claims subject to indemnification will:

8. Be entered into only with the consent of the Indemnified Party, which consent will not

be unreasonably withheld and include an unconditional release to the Indemnified

Party from the claimant for all liability in respect of such claim;

9. Include any appropriate confidentiality agreement prohibiting disclosure of the terms

of such settlement;

10. The Indemnified Party shall account to the Indemnifying Party for all awards,

settlements, damages and costs (if any) finally awarded in favour of the Indemnified

Party which are to be paid to it in connection with any such claim or proceedings;

11. The Indemnified Party shall take legally permissible steps that the Indemnifying Party

may reasonably require to mitigate or reduce its loss as a result of such a claim or

proceedings; and

12. In the event that the Indemnifying Party is obligated to indemnify an Indemnified Party

pursuant to this Article, the Indemnifying Party will, upon payment of such indemnity

in full, be subrogated to all rights and defences of the Indemnified Party with respect to

the claims to which such indemnification relates;

16.11.3 Limitation of Liability The bidder’s aggregate liability for damages shall not apply to

1. The bodily injury (including death) and damage to real property and tangible personal

property caused by IA's negligence/ fraud/wilful misconduct and/or

2. The intellectual property infringement claims

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3. Bidder shall not in any event be liable for any indirect or consequential damages except

with respect to the bodily injury (including death) and damage to real and tangible

personal property caused by bidder’s negligence/ fraud/wilful misconduct.

4. Neither this Agreement nor the services delivered by bidder under this Agreement

grants or creates any rights, benefits, claims, obligations or causes of action in, to or on

behalf of any person or entity (including any third party) other than between the

respective Parties to this Agreement, as the case may be.

5. Title and Risk of Loss: Bidder shall bear the risk of loss on Assets up to the time they

are transferred and handed over to UPSRTC - after which it shall stand transferred to

UPSRTC. Bidder shall arrange and pay for insurance to cover such item until it is

transferred and even after the transfer of the Assets till the insurance policies come up

for a renewal.

6. Notwithstanding what has been stated elsewhere in this Agreement and the Schedules

attached herein, UPSRTC shall not be liable to bidder for any indirect or consequential

damages.

7. Any claim or series of claims arising out or in connection with this Agreement or the

SLA shall be time barred and invalid if legal proceedings are not commenced by the

relevant Party against the other Party within such period as may be permitted by

applicable law without the possibility of contractual waiver or limitation.

8. UPSRTC shall be entitled to claim the remedy of specific performance under this

Agreement or the SLA.

16.11.4 Intellectual Property 1. The Intellectual Property Rights in all Standard Software and Standard Materials shall remain

vested in the owner of such rights. However, till the period of next 5 years after completion

of the contract period/project tenure or project termination, the purchaser shall have

a right to use all newly created Intellectual Property Rights which have been developed

solely during execution of this Contract, including but not limited to all processes,

products, specifications, reports, drawings and other documents which have been

newly created and developed by the bidder solely during the performance of Services

under this Contract. The bidder should create a repository of such resources and

provide access to Purchaser.

2. The Purchaser agrees to restrict use, copying, or duplication of the Standard Software and

Standard Materials, except that additional copies of Standard Materials may be made by the

Purchaser for use within the scope of the project of which the System is a part, in the event that

the Supplier does not deliver copies within thirty (30) days from receipt of a request for such

Standard Materials.

3. The bidder’s Team shall ensure that while it uses any software, hardware, processes,

document or material in the course of performing the Services, it does not infringe the

Intellectual Property Rights of any person and the bidder shall keep the Purchaser

indemnified against all costs, expenses and liabilities howsoever, arising out any illegal

or unauthorized use (piracy) or in connection with any claim or proceedings relating

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to any breach or violation of any permission/license terms or infringement of any

Intellectual Property Rights by the SI or the bidder's Team during the course of

performance of the Services. In case of any infringement by the bidder’s Team, bidder

shall have sole control of the defence and all related settlement negotiations.

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16.12 Change Control 16.12.1 Introducing a Change

1. The Purchaser shall have the right to propose, and subsequently require, the Project

Manager to order the Supplier from time to time during the performance of the

Contract to make any change, modification, addition, or deletion to, in, or from the

System (interchangeably called Change), provided that such Change falls within the

general scope of the System, does not constitute unrelated work, and is technically

practicable, taking into account both the state of advancement of the System and the

technical compatibility of the Change envisaged with the nature of the System as

originally specified in the Contract.

2. A Change may involve, but is not restricted to, the substitution of updated Information

Technologies and related Services in accordance with system/product Upgrades.

3. The Supplier may from time to time during its performance of the Contract propose to

the Purchaser (with a copy to the Project Manager) any Change that the Supplier

considers necessary or desirable to improve the quality or efficiency of the System. The

Purchaser may at its discretion approve or reject any Change proposed by the Supplier.

4. Notwithstanding Clauses 14.1.1. and14.1.2, no change made necessary because of any

default of the Supplier in the performance of its obligations under the Contract shall be

deemed to be a Change, and such change shall not result in any extra cost or Time for

Achieving Operational Acceptance.

5. The procedure on how to proceed with and execute Changes is specified below.

6. Moreover, the Purchaser and Supplier will agree, during development of the Project

Plan, to a date prior to the scheduled date for Operational Acceptance, after which the

Technical Requirements for the System shall be frozen. Any major Change initiated

after this time will be dealt with after Operational Acceptance.

16.12.2 Changes originating from the purchaser 1. If the Purchaser proposes a Change pursuant to Clause 14.1.1 above, it shall send to the

Supplier a request for Change Proposal, requiring the Supplier to prepare and furnish

to the Project Manager as soon as reasonably practicable a Change Proposal, which

shall include the following:

• brief description of the Change;

• impact on the Time for Achieving Operational Acceptance;

• detailed estimated cost of the Change;

• effect on Functional Guarantees (if any);

• Effect on any other provisions of the Contract.

2. Prior to preparing and submitting the Change Proposal, the Supplier shall submit to the

Project Manager a Change Estimate Proposal, which shall be an estimate of the cost of

preparing the Change Proposal, plus a first approximation of the suggested approach

and cost for implementing the changes. Upon receipt of the Supplier‘s Change Estimate

Proposal, the Purchaser shall do one of the following:

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3. Accept the Supplier‘s estimate with instructions to the Supplier to proceed with the

preparation of the Change Proposal;

4. Advise the Supplier of any part of its Change Estimate Proposal that is unacceptable

and request the Supplier to review its estimate;

5. Advise the Supplier that the Purchaser does not intend to proceed with the Change.

6. Upon receipt of the Purchaser‘s instruction to proceed under Clause 14.2.2.1, the

Supplier shall, with proper expedition, proceed with the preparation of the Change

Proposal, in accordance with Clause 14.2.1. The Supplier, at its discretion, may specify

a validity period for the Change Proposal, after which if the Purchaser and Supplier has

not reached agreement in accordance with Clause 14.2.5, then Clause 14.2.6 shall apply.

7. The pricing of any Change shall, as far as practicable, be calculated in accordance with

the rates and prices included in the Contract. If the nature of the Change is such that the

Contract rates and prices are inequitable, the parties to the Contract shall agree on

other specific rates to be used for valuing the Change.

8. Upon receipt of the Change Proposal, the Purchaser and the Supplier shall mutually

agree upon all matters contained in the Change Proposal. Within fourteen (14) days

after such agreement, the Purchaser shall, if it intends to proceed with the Change, issue

the Supplier a Change Order. If the Purchaser is unable to reach a decision within

fourteen (14) days, it shall notify the Supplier with details of when the Supplier can

expect a decision. If the Purchaser decides not to proceed with the Change for whatever

reason, it shall, within the said period of fourteen (14) days, notify the Supplier

accordingly. Under such circumstances, the Supplier shall not be entitled to

reimbursement of any costs incurred by it in the preparation of the Change Proposal.

9. If the Purchaser and the Supplier cannot reach agreement on the price for the Change,

an equitable adjustment to the Time for Achieving Operational Acceptance, or any other

matters identified in the Change Proposal, the Change will not be implemented.

16.12.3 Changes originating from supplier 1. If the Supplier proposes a Change pursuant to Clause 14.1.2, the Supplier shall submit

to the Project Manager a written Application for Change Proposal, giving reasons for

the proposed Change and including the information specified in Clause 6.2.1. Upon

receipt of the Application for Change Proposal, the parties shall follow the procedures

outlined in Clauses 14.2.5 and 14.2.6. However, should the Purchaser choose not to

proceed or the Purchaser and the Supplier cannot come to agreement on the change

during any validity period that the Supplier may specify in its Application for Change

Proposal, the Supplier shall not be entitled to recover the costs of preparing the

Application for Change Proposal, unless subject to an agreement between the

Purchaser and the Supplier to the contrary.

2. The Supplier needs to make any changes in software and hardware suggested by the

purchaser or the Supplier in accordance with clause 14 above. It is expected that any

minor changes shall be carried out by the SI without any extra cost. In case of

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substantial change requests, extra cost estimated for the change shall be paid by the

purchaser separately.

16.13 Termination 16.13.1 Conditions for Termination

1. The Purchaser may, terminate this Contract in whole or in part by giving the bidder a

prior and written notice indicating its intention to terminate the Contract under the

following circumstances:

2. Where the Purchaser is of the opinion that there has been such Event of Default on the

part of the bidder / bidder’s Team which would make it proper and necessary to

terminate this Contract and may include failure on the part of the bidder to respect any

of its commitments with regard to any part of its obligations under its Bid, the Tender

or under this Contract.

3. Where it comes to the Purchaser’s attention that the bidder (or the bidder’s Team) is

in a position of actual conflict of interest with the interests of the Purchaser, in relation

to any of terms of the bidder’s Bid, the Tender or this Contract.

4. Where the bidder’s 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 bidder, any failure by the bidder to pay any of its

dues to its creditors, the institution of any winding up proceedings against the bidder

or the happening of any such events that are adverse to the commercial viability of the

bidder. In the event of the happening of any events of the above nature, the Purchaser

shall reserve the right to take any steps as are necessary, to ensure the effective

transition of the project to a successor agency, and to ensure business continuity.

5. Termination for Insolvency: The Purchaser may at any time terminate the Contract by

giving written notice to the bidder, without compensation to the bidder, if the bidder

becomes bankrupt or otherwise insolvent, provided that such termination will not

prejudice or affect any right of action or remedy which has accrued or will accrue

thereafter to the Purchaser.

6. In the event of termination of this Contract by the Purchaser before the expiry of the

term, the bidder shall be given a period of 30 days to demobilize itself,

7. The bidder may, subject to approval by the Purchaser, terminate this Contract before

the expiry of the term by giving the Purchaser a prior and written notice at least 12

months in advance indicating its intention to terminate the Contract.

8. Consequences of Termination

9. In the event of termination of this Contract, [whether consequent to the stipulated

Term of the Contract or otherwise the Purchaser shall be entitled to impose any such

obligations and conditions and issue any clarifications as may be necessary to ensure

an efficient transition and effective business continuity of the project which the bidder

shall be obliged to comply with and take all available steps to minimize loss resulting

from that termination/breach, and further allow and provide all such assistance to the

Purchaser and/or the successor agency, as may be required, to take over the

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obligations of the erstwhile bidder in relation to the execution/continued execution of

the scope of this Contract, even where such assistance is required to be rendered for a

reasonable period that may extend beyond the contract term/ termination hereof.

10. Where the termination of the Contract is prior to its stipulated term on account of a

Default on the part of the bidder /bidder’s Team or due to the fact that the survival of

the bidder as an independent corporate entity is threatened/has ceased, or for any

other reason, whatsoever, the Purchaser through re-determination of the

consideration payable to the bidder as agreed mutually by Purchaser and bidder or

through a third party acceptable to both parties may pay the bidder for those goods

that have been satisfactorily installed and commissioned and for that part of the

Services which have been authorized by the Purchaser and satisfactorily performed by

the bidder up to the date of termination. Without prejudice any other rights, the

Purchaser may retain such amounts from the payment due and payable by the

Purchaser to the bidder as may be required to offset any losses caused to the Purchaser

as a result of the Termination or due to any act/omissions of the bidder. In case of any

loss or damage due to default on the part of the bidder in performing any of its

obligations with regard to executing the scope of work under this Contract, the bidder

shall compensate the Purchaser for any such loss, damages or other costs, incurred by

the Purchaser. Additionally, the bidder’s Team and/or all third parties appointed by the

bidder shall continue to perform all their obligations and responsibilities as stipulated

under this Contract, and as may be proper and necessary to execute the scope of work

under the Contract in terms of the bidder’s Bid, the Tender and this Contract, in an

identical manner as were being performed before the collapse of the bidder as

described above in order to execute an effective transition and to maintain business

continuity.

11. Nothing herein shall restrict the right of the Purchaser to invoke the Bank Guarantee

and other Guarantees furnished hereunder, enforce the Deed of Indemnity and pursue

such other rights and/or remedies that may be available to the Purchaser under law.

12. The termination hereof shall not affect any accrued right or liability of either Party nor

affect the operation of the provisions of this Contract that are expressly or by

implication intended to come into or continue in force on or after such termination.

16.13.2 Dispute Resolution

1. If during the subsistence of this Contract or thereafter, any dispute between the Parties

hereto arising out of or in connection with the validity, interpretation, implementation,

material breach or any alleged material breach of any provision of this Contract or

regarding any question, including as to whether the termination of this Contract by one

Party hereto has been legitimate, the Parties hereto shall endeavour to settle such

dispute amicably and/or by Conciliation to be governed by the Arbitration and

Conciliation Act, 1996 or as may be agreed to between the Parties. The attempt to bring

about an amicable settlement is considered to have failed as soon as one of the Parties

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hereto, after reasonable attempts; which attempt shall continue for not less than thirty

(30) days, gives thirty (30) days’ notice to refer the dispute to arbitration to the other

Party in writing.

2. The Arbitration proceedings shall be governed by the Arbitration and Conciliation Act,

1996.

3. The Arbitration proceedings shall be held in Lucknow, Uttar Pradesh, India.

4. The Arbitration proceeding shall be governed by the substantive laws of India.

5. The proceedings of Arbitration shall be in English language.

6. Except as otherwise provided elsewhere in the contract if any dispute, difference,

question or disagreement arises between the parties hereto or their respective

representatives or assignees, at any time in connection with construction, meaning,

operation, effect, interpretation or out of the contract or breach thereof the same shall

be decided by an Arbitral Tribunal consisting of three Arbitrators. Each party shall

appoint one Arbitrator and the Arbitrators so appointed shall appoint the third

Arbitrator who will act as Presiding Arbitrator.

7. In case, a party fails to appoint an arbitrator within 30 days from the receipt of the

request to do so by the other party or the two Arbitrators so appointed fail to agree on

the appointment of third Arbitrator within 30 days from the date of their appointment

upon request of a party, Ministry of Law & Justice shall appoint the arbitrator/Presiding

Arbitrator upon request of one of the parties.

8. If any of the Arbitrators so appointed dies, resigns, incapacitated or withdraws for any

reason from the proceedings, it shall be lawful for the concerned party/ arbitrator to

appoint another person in his place in the same manner as aforesaid. Such person shall

proceed with the reference from the stage where his predecessor had left if both parties

consent for the same, otherwise, he shall proceed de novo.

9. It is a term of the contract that the party invoking arbitration shall specify all disputes

to be referred to arbitration at the time of invocation of arbitration and not thereafter.

10. It is also a term of the contract that neither party to the contract shall be entitled for

any interest on the amount of the award.

11. The Arbitral Tribunal shall give reasoned award and the same shall be final, conclusive

and binding on the parties.

12. The fees of the arbitrator shall be borne by the parties nominating them and the fee of

the Presiding Arbitrator, costs and other expenses incidental to the arbitration

proceedings shall be borne equally by the parties.

13. Subject to as aforesaid the provisions of the Arbitration and Conciliation Act, 1996 and

any statutory modifications or re-enactment in lieu thereof shall apply to the

arbitration proceedings under this Clause.

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16.14 Audit, access and reporting 16.14.1 Purpose

This section details the audit, access and reporting rights of UPSRTC and the respective

obligations of bidder under the contractual terms of Project Implementation, Operation and

SLA Management. UPSRTC shall engage a suitable, neutral and technically competent third

party agency or agencies for conducting audit and certification, upon intimation by the

bidder that the system implementation is complete. The bidder being notified of any

deviations from the agencies nominated by UPSRTC regarding deviations from norms,

standards or guidelines shall at the earliest instance, take all corrective measures required

in least possible time.

16.14.2 Notice and Timing 1. As soon as reasonably practicable after the Effective Date, the Parties shall use their

best endeavours to agree to a timetable for routine audits during the Project

Implementation Phase and the Operation and Management Phase. During the

Implementation Phase, UPSRTC and thereafter during the Operation Management

Phase, UPSRTC shall conduct audits as mentioned in this RFP, in accordance with such

agreed timetable and shall not be required to give the bidder any further notice of

carrying out such audits.

2. UPSRTC may conduct non-timetabled audits at its own discretion if they reasonably

believe that such non-timetabled audits are necessary as a result of an act of fraud by

the bidder, a security violation, or breach of confidentiality obligations by the bidder,

provided that the requirement for such an audit is notified in writing to the bidder a

reasonable period time prior to the audit (taking into account the circumstances giving

rise to the reasonable belief) stating in a reasonable level of detail, the reasons for the

requirement and the alleged facts on which the requirement is based. If the bidder

considers that the non-timetabled audit was not appropriate, the matter shall be

referred to the escalation procedure as set out in the RFP.

3. The frequency of audits shall be as mentioned in the RFP

4. In addition to the above, there will be audits conducted by statutory bodies (e.g. CAG)

as and when they are required to do it. Notwithstanding any condition given in the

contract, the bidder will have to provide these statutory bodies access to all the

facilities, infrastructure, documents and artifacts of the Project as required by them and

approved by UPSRTC, in writing.

5. The audit and access rights contained shall survive the termination or expiration of the

Agreement.

16.14.3 Access

The bidder shall provide UPSRTC access to employees, suppliers and third party facilities,

documents, records and systems reasonably required for audit and shall provide all such

persons with routine assistance in connection with the audits and inspections. UPSRTC shall

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have the right to copy and retain copies of any relevant records. The bidder shall co-operate

with UPSRTC in effecting the audits and providing necessary information.

16.14.4 Inspection Rights

UPSRTC shall have the right to inspect suppliers and third party facilities, including leased

premises for providing Services, data center, data recovery centres, documents, records,

procedures and systems relating to the provision of the services, but only to the extent that

they relate to the provision of the services, as shall be reasonably necessary to verify:

6. The security, integrity and availability of all Project data processed, held or conveyed

by the bidder on behalf of Project and documentation related thereto;

7. That the actual level of performance of the services is the same as specified in the SLA;

8. That the bidder has complied with the relevant technical standards, and has adequate

internal controls in place; and

9. The compliance of the bidder with any other obligation under the contract and SLA.

16.15 Exit Management Schedule

16.15.1 Purpose This section sets out the provisions, which will apply prior to the expiry of the Agreement or

termination of the contract.

1. It sets out the provisions which will ensure that UPSRTC will be able to offer the services

to its Stakeholders without any interruptions on expiry or termination of the

Agreement. Continuity and performance of the Services at all times including the

duration of the Agreement and post expiry of the Agreement is a critical requirement

of UPSRTC. It is the prime responsibility of bidder to ensure continuity of service at all

times of the Agreement including exit management period and in no way any

facility/service shall be affected/degraded.

2. Further, bidder is also responsible for all activities required to train and transfer the

knowledge to the Replacement bidder to ensure similar continuity and performance of

the Services post expiry of the Agreement.

3. Bidder will be required to carry out a gap analysis of the facilities and arrangements

made by the bidder and specifically inform UPSRTC.

4. It sets out the mechanisms for managing the knowledge enablement services the bidder

has to provide to allow UPSRTC to create an understanding of the operations and

technology of the systems for itself.

5. The Parties shall ensure that their respective associated entities carry out their

respective obligations set out in this Exit Management Schedule.

6. Transfer of Assets

7. All assets procured by bidder shall be owned by UPSRTC. UPSRTC shall be entitled to

serve notice in writing on the bidder at any time during the exit management period as

detailed herein above requiring the bidder to provide UPSRTC with a complete and up

to date list of the Assets within 30 days of such notice. UPSRTC shall then be entitled to

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serve notice in writing on the bidder at any time prior to the date that is 30 days prior

to the end of the exit management period requiring the bidder to transfer all the Assets

to UPSRTC.

8. In case of Agreement being terminated by UPSRTC, UPSRTC reserves the right to ask

bidder to continue running the Project operations for a period of 6 months after

termination orders are issued. Such period can be extended if the transfer is not

complete and/or not done to the satisfaction of UPSRTC. In case of successful transfer

to the satisfaction of UPSRTC is achieved before the period of 6 months after termination

orders, UPSRTC reserves the right to relieve bidder of the obligation to run Project

operations earlier than the period of 6 months.

9. Upon service of a notice under this section the following provisions shall apply:

10. All risk and titles to the Assets to be transferred to UPSRTC

11. UPSRTC shall take over the physical assets from the bidder on the last day of the exit

management period.

12. Payment to the outgoing bidder shall be made to the tune of last set of completed

transactions and subject to SLA requirements.

13. The outgoing bidder will pass on to UPSRTC and/or to the Replacement bidder, the

subsisting rights in any leased properties/ licensed products on terms not less

favourable to UPSRTC/ Replacement bidder, than that enjoyed by the outgoing bidder.

14. The task of bidder with reference to the Exit Management is deemed to be complete

only when UPSRTC issues a satisfactory completion certificate for the Exit Management.

16.15.2 Cooperation and Provision of Information

1. The bidder will allow UPSRTC access to information reasonably required to define the

then current mode of operation associated with the provision of the services to enable

UPSRTC to assess the existing services being delivered;

2. Promptly on request by UPSRTC, the bidder shall provide access to and copies of all

information held or controlled by them which they have prepared or maintained in

accordance with the contract, the Project Implementation, and the Operation and

Management SLA relating to any material aspect of the Services (whether provided by

the bidder. UPSRTC shall be entitled to copy all such information. Such information shall

include details pertaining to the services rendered and other performance data. The

bidder shall permit UPSRTC and/or any replacement bidder to have reasonable access

to its employees and facilities as required by UPSRTC to understand the methods of

delivery of the services employed by the Implementation Agency and to assist

appropriate knowledge transfer.

16.15.3 Exit Management Plan

1. An Exit Management Plan shall be furnished by bidder in writing to UPSRTC or within

90 days from the Effective Date of this Agreement, which shall deal with at least the

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following aspects of exit management in relation to the contract as a whole and in

relation to the Project Implementation, and the Operation and Management SLA.

2. A detailed program of the transfer process that could be used in conjunction with a

Replacement bidder including details of the means to be used to ensure continuing

provision of the services throughout the transfer process or until the cessation of the

services and of the management structure to be used during the transfer;

3. Plans for the communication with such of the bidder’s staff, suppliers, customers and

any related third party as are necessary to avoid any material detrimental impact on

Project operations as a result of undertaking the transfer.

4. Plans for provision of contingent support to Project and Replacement bidder for a

reasonable period after transfer

5. During the exit management period, the Implementation Agency shall continue to

deliver the Services.

6. Payments during the Exit Management period shall be made in accordance with the

Terms of Payment Schedule.

7. In the event of termination or expiry of contract, Project Implementation, or Operation

and Management SLA, each Party shall comply with the Exit Management Plan.

8. The bidder shall provide all such information as may be necessary to effect as seamless

a handover as practicable in the circumstances to UPSRTC or its Replacement bidder

and which the bidder has in its possession or control at any time during the exit

management period.

9. At any time during the exit management period, where Assets are co-located by the

bidder, the bidder will be obliged to give reasonable rights of access to UPSRTC and/or

any Replacement bidder in order to make an inventory of the Assets.

16.16 Other Conditions

1. Neither the Purchaser nor the Supplier shall, without the express prior written consent

of the other, assign to any third party the Contract or any part thereof, or any right,

benefit, obligation, or interest therein or thereunder, except that the Supplier shall be

entitled to assign either absolutely or by way of charge any monies due and payable to

it or that may become due and payable to it under the Contract.

2. The Agreement shall be written in English only. All correspondence and other

documents pertaining to the Contract that are exchanged by parties shall be written in

English only.

3. Unless terminated earlier, the Contract shall terminate on the completion of term as

specified in the Contract and only after the obligations mentioned in the tender

Document are fulfilled to the satisfaction of the Purchaser.

4. Acceptance of Property

5. The bidder shall not transfer any interest, right, benefit or obligation under this

Contract without the prior written consent of the Purchaser.

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6. Any modification of this Contract shall be in writing and signed by an authorized

representative of each Party.

7. Payment shall be made in Indian Rupees only.

8. The bidder’s Team shall comply with the laws in force in India in the course of

performing this Contract

16.16.1 General 1. Relationship between Parties:

2. Nothing in this Contract constitutes any fiduciary relationship between the Purchaser

and bidder/bidder’s Team or any relationship of Purchaser employee, principal and

agent, or partnership, between the Purchaser and bidder.

3. No Party has any authority to bind the other Party in any manner whatsoever except as

agreed under the terms of this Contract.

4. The Purchaser has no obligations to the bidder’s Team except as agreed under the

terms of this Contract.

16.16.2 Survival: The provisions of the clauses of this Contract in relation to documents, data, processes,

property, Intellectual Property Rights, indemnity, publicity and confidentiality and

ownership survive the expiry or termination of this Contract and in relation to

confidentiality, the obligations continue to apply unless the Purchaser notifies the SI of its

release from those obligations.

16.16.3 Entire Contract: The terms and conditions laid down in the RFP and all annexures, addendum thereto as also

the Bid and any annexes thereto shall be read in consonance with and form an integral part

of this Contract. This Contract supersedes any prior Contract, understanding or

representation of the Parties on the subject matter.

16.16.4 Governing Law This Contract shall be governed in accordance with the laws of Union of India and State of

Uttar Pradesh.

16.16.5 Jurisdiction of Courts The courts of India at Lucknow have exclusive jurisdiction to determine any proceeding in

relation to this Contract.

16.16.6 Force Majeure: 1. Force Majeure shall not include any events caused due to acts/omissions of such Party

or result from a breach/contravention of any of the terms of the Contract, Bid and/or

the Tender. It shall also not include any default on the part of a Party due to its

negligence or failure to implement the stipulated/proposed precautions, as were

required to be taken under the Contract.

2. The failure or occurrence of a delay in performance of any of the obligations of either

party shall constitute a Force Majeure event only where such failure or delay could not

have reasonably been foreseen, or where despite the presence of adequate and

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stipulated safeguards the failure to perform obligations has occurred. In such an event,

the affected party shall inform the other party in writing within five days of the

occurrence of such event. The Purchaser will make the payments due for Services

rendered till the occurrence of Force Majeure. However, any failure or lapse on the part

of the bidder/ bidder’s Team in performing any obligation as is necessary and proper,

to negate the damage due to projected Force Majeure events or to mitigate the damage

that may be caused due to the abovementioned events or the failure to provide

adequate disaster management/recovery or any failure in setting up a contingency

mechanism would not constitute force majeure, as set out above.

3. In case of a Force Majeure, all Parties will endeavour to agree on an alternate mode of

performance in order to ensure the continuity of service and implementation of the

obligations of a party under the Contract and to minimize any adverse consequences of

Force Majeure.

16.17 Period of Contract 1. The Term of the contract shall be for a period of 5 years from the date of Final Go- Live

(5 years of Operations & Maintenance phase). However, UPSRTC may choose to extend

the Term for a maximum period of two years in mutual consultations with the bidder

with all the terms and conditions of original Agreement. A fresh tender shall be called

at the end of the Term/ extended term. The bid process for the second term shall

commence one year before the expiry of the Term / extended term.

2. Any extension of Agreement term if so shall be decided by UPSRTC

16.18 Conditions precedent

1. Subject to express terms to the contrary, the rights and obligations under this

Agreement shall take effect only upon fulfilment of all the Conditions Precedent set out

below. However, UPSRTC may at any time at its sole discretion waive fully or partially

any of the Conditions Precedents for the bidder:

The following Conditions Precedent need to be fulfilled by the bidder on or before the

execution of this Agreement:

2. Provide Security Deposit specified in the RFP in the form of a Bank Guarantee for an

amount Rs 3 Crores.

3. Provide UPSRTC true copies of its constitutional documents and board resolutions

authorizing the execution, delivery and performance of this Agreement and the SLA

with UPSRTC;

4. The following Conditions Precedent need to be fulfilled by the bidder on or before the

beginning of Operation & Maintenance Phase:

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5. Bidder shall have completed the testing, operation and commissioning of the solution

and successful completion as mentioned in the Implementation Schedule to the

satisfaction of UPSRTC.

6. Bidder shall have completed the testing, operation and commissioning of the e-

Ticketing Application and ORS solution at specified locations by the date as provided in

the Implementation Schedule.

7. Bidder shall obtain certificates of compliance from UPSRTC designated officials 15

(fifteen) days prior to the Final Go-Live to ensure that the aforesaid Conditions

Precedent as set forth in this document above have been duly satisfied

16.18.1 Non-Fulfilment of Conditions Precedent

1. In the event that any of the Conditions Precedent relating to bidder has not been

fulfilled, as per the Implementation Schedule and the same has not been waived by

UPSRTC fully or partially, this Agreement shall cease to have any effect as of that date.

2. In the event that the Agreement fails to come into effect on account of nonfulfillment of

the bidder’s Conditions Precedent with regards to implementation schedule, UPSRTC

shall not be liable in any manner whatsoever to the Bidder and UPSRTC shall forthwith

invoke the Performance Guarantee and forfeit the guaranteed amount.

3. In the event that vacant possession of any of the Project facilities and/or Project Data

has been delivered to the bidder prior to the fulfilment in full of the Conditions

Precedent, upon the termination of this Agreement such Project facilities and Project

data shall immediately revert to UPSRTC free and clear from any encumbrances or

claims.

4. Instead of terminating this Agreement as stated above, the Parties may mutually agree

in writing to extend the time for fulfilling the Conditions Precedent and the Term of this

Agreement. It is further clarified that any such extension of time shall be subject to

imposition of penalties on bidder linked to the delay in fulfilling the Conditions

Precedent.

16.19 Governance Schedule

1. The bidder shall document the agreed structures in a procedural manual under the

guidance and supervision of the Project Manager of UPSRTC.

2. The agenda for each meeting of the Steering Committee and Operations Committee

shall be set to reflect the discussion items related to the scope of work and additional

items may be added either with the agreement of the Parties or at the request of either

Party.

3. Copies of the agenda for meetings of the Steering Committee and Project Operations

Committee, along with relevant pre-reading material, shall be distributed.

4. All meetings and proceedings will be documented; such documents to be distributed to

both Parties and copies shall be kept as a record. All actions, responsibilities and

accountabilities arising out of any meeting shall be tracked and managed.

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5. The Parties shall ensure as far as reasonably practicable that the Steering Committee

and Operations Committee shall resolve the issues and resolve the objectives placed

before them and members representing that Party are empowered to make relevant

decisions or have easy access to empowered individuals for decisions to be made to

achieve this.

6. The Parties will proceed in good faith so that the Steering Committee and Operations

Committee shall resolve the issues and smoothen the performance of the Project.

7. The parties agree to attempt to resolve all disputes arising under the Agreement,

equitably and in good faith. To this end, the parties agree to provide frank, candid and

timely disclosure of all relevant facts, information and documents to facilitate

discussions between them/their representatives or senior officers.

16.20 Amendment to Agreement

The Parties acknowledge and agree that amendments to this Agreement shall be made

through mutual agreement between the parties in writing in accordance with the procedure

this Agreement is executed and signed.

IN WITNESS WHEREOF the Parties have by duly authorized representatives set their

respective hands and seal on the date first above written in the presence of: WITNESSES:

1. (Name, Designation, Organization, and Signature)

2. (Name, Designation, Organization, and Signature)

UPSRTC {Bidder}

Signed Signed

For and on behalf of the For and on behalf of the

UPSRTC (Company name)

By: (Signature) By: (Signature)

(Name and designation) (Name and designation)

designation)

An authorized signatory duly nominated pursuant

to Board Resolution No. dated of the

[Bidder]

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16.21 Change Request Order Template

Change Request Order CR No.:

Part A: Initiation

Title:

Originator:

Sponsor:

Date of Origination:

Details of Proposed Change

(To Include reason for change and appropriate details/ specifications. Identify any

attachments as A1, A2, and A3 etc.)

Authorized by UPSRTC

Date:

Name:

Designation:

Received by the Bidder

Date:

Name:

Designation:

Part B: Evaluation

Changes to Services, charging structure, payment profile, documentation, training,

service levels and component working arrangements and any other contractual issue.

Identify Attachments as b1, B2, B3, etc.)

Brief Description of Solution

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Change Request Order CR No.:

Impact

Deliverables

Implementation Schedule

Other Relevant Information

Authorized by the Bidder

Date:

Name:

Designation:

Part C: Authority to Proceed

Approved

Rejected

Requires Further Information

For UPSRTC For Bidder

Name Name

Date Date

Designation Designation

Signature Signature

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SELECTION OF A SYSTEM INTEGRATOR FOR IMPLEMENTATION …

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