An indicative list of activities and nature of support to be provided is mentioned below: I. System Administration and Trouble Shooting
A. Overall monitoring and management of all IT and Non-IT infrastructure deployed by the selected Bidder for the Project including Server Infrastructure, designated locations, networking equipments & connectivity, system software, application, database, and all other services associated with these facilities to ensure service levels, performance and availability requirements as prescribed in the RFP are met.
B. Repair or replace infrastructure deployed for this Project, either directly or through a third party warranty provider depending on the case
C. Replace component due to technical, functional, manufacturing or any other problem with a component of the same make and configuration. In case the component of same make and configuration is not available, the replacement shall conform to open standards and shall be of a higher configuration and shall be approved by the Department
D. Perform system administration tasks such as managing the user access, creating and managing users, taking backups etc.
E. Performance tuning of the system to ensure adherence to SLAs and performance requirements as indicated in the RFP.
II. Network Administration and Trouble Shooting
A. Coordinate with the network service providers to maintain smooth network operations and ensure uptime and performance requirements of the IT infrastructure as indicated in the RFP are met. The selected Bidder will be totally responsible for all networking equipments installed by him.
III. Database Administration and Trouble Shooting
A. Undertake end-to-end management of database on an on-going basis to facilitate smooth functioning and optimum utilization including regular database backup and periodical testing of backup data, conducting configuration review to tune database, maintaining the necessary documentation and managing schemes to database schema, disk space, user roles, and storage.
IV. Overall
A. Undertake preventive maintenance (any maintenance activity that is required before the occurrence of an incident with an attempt to prevent any incidents) and carry 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 during working hours of the State Departments, unless inevitable and approved by the Webel Technology Limited/WTL. B. Undertake reactive maintenance (any corrective action, maintenance activity that is
required post the occurrence of an incident) that is intended to troubleshoot the system with sufficient teams
C. Escalate and co-ordinate with its OEMs for problem resolution wherever required
D. The selected Bidder will be required to comply with various policies relating to monitoring and management of infrastructure such as IS Policy, backup and archival policy, system software update policy etc. of the Government of West Bengal.
The bidder (system integrator) is expected to provide technical and operational support till the new system goes live. The bidder (system integrator) is required to provide minimum 4 resources as mentioned below for the same <Indicative>: The ownership of the successful execution of the project is dependent on the bidder and resourcing has to be done by the bidder based on requirements of the project.
Sl. No Position Number of Resources
1. Project Manager 1
2. Domain Expert (Tax) 1
3. System Architect 1
4. Database Administrator 1
5. DMS Application Expert 1
An indicative list of activities to be performed by the deployed resources for existing system support is: I. Project Manager shall be the SPoC to Webel Technology Limited /WBCTD/WBCTD
nominated agency and should be intricate of the product of the DMS to be implemented. II. The other staff shall function based on the scope of work of the RFP and contract signed
between the bidder (system integrator) and Webel Technology Limited /WBCTD.
III. If required the bidder (system integrator) shall provide additional manpower to complete the work/task within timelines. While during the tenure of the project the Webel Technology Limited /WBCTD can instruct the bidder (system integrator) to change the manpower at any location as per the requirements of Webel Technology Limited /WBCTD. IV. The bidder (system integrator) will provide the list of actual deployed manpower on
monthly basis.
V. The qualification and experience requirements of these resource persons are mentioned in the Resource Evaluation Matrix.
VI. Then bidder (system integrator) will ensure that all the resources deployed at any location are easily approachable over mobile phones. The bidder (system integrator) will provide the contact details of the manpower at the time of commencement of operations. The bidder (system integrator) will also ensure that the proposed resources will not be changed during project implementation without explicit approval of the Webel Technology Limited /WBCTD.
VII. The Webel Technology Limited/WTL reserves the right to evaluate the performance of the resource persons deployed on the project by the bidder (system integrator) and ask for a suitable replacement in case of unsatisfactory performance by any of the resource persons deployed to support the project.
1.9.
Project Management
The bidder (system integrator) shall:
• Assume responsibility of managing and monitoring the project as per the indicative Time schedule specified in this RFP
• Set up a Helpdesk at the WBCTD headquarter (or any other designated office as specified by the ABCTD) to take care of the following issues
o 24X7 Support for logging calls
o All kind of trouble shooting regarding Hardware, Application, Network Connectivity o Training, Hand Holding and Knowledge Transfer to the WBCTD Officials
o Complete SLA Monitoring o Critical Reporting
• Depute one Project Manager as a single point of contact during the Contract period. He/she should have relevant certification and should have appropriate authority to take decisions for smooth and early completion of work.
• The bidder (system integrator) has the liberty to decide on the number of Manpower required at the Helpdesk but they need to provide the managed IT support strategy for the office(s) in their technical bid. The bidder (system integrator) shall provide for the increased need of increased manpower requirement whenever size of the network is increased for any reasons.
• Monitor the progress of Change Management Plan and Data Digitization in order to enable smooth transition into the new system.
Reporting
The Project Manager shall conduct monthly review meeting with Nodal officer or SPoC of the DMS project, WBCTD. The Project Manager shall also submit the following reports to the nodal officer:
•
Weekly Status Reports•
Monthly Progress Reports , summarizing:A) Results accomplished during the period B) Performance against SLA Report
C) Cumulative deviations to date from schedule of progress on milestones as specified in RFP ,read with the agreed and finalized project plan
D) Corrective actions to be taken to return to planned schedule of progress E) Proposed revisions to Planned Schedule
F) Other issues and outstanding problems, and actions proposed to be taken
G) Interventions which the bidder (system integrator) expects to be made by the nodal officer assigned by the WBCTD and/or the actions to be taken by the Department before the next reporting period
H) Feedback report from the participant of training program.
The selected bidder is responsible for the day to day maintenance of the system for the entire period of Contract. For the IT Infrastructure procured as part of this RFP, the selected Bidder will be responsible for smooth Operations and Maintenance Services for the period covering onsite support for 1 year of warranty and followed by 4 years of AMC from the date of commissioning the IT Infrastructure covering the following:
I. Onsite Warranty support
II. Onsite Periodic and AMC support including repair and replacement III. Annual Technical Support (ATS) for all the licensed software
IV. Providing Help desk support with Escalation matrix for registration of complaints related to the IT Infrastructure procured through this RFP at the State designated premises.