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6.22

Change Orders and Contract Amendments

1. The Purchaser may at any time order the supplier/ selected bidder through Notice in accordance with clause “Notices” above, to make changes within the general scope of the Contract where the goods & services are to be provided by the supplier/ selected bidder.

2. Prices to be charged by the supplier/ selected bidder for any related services that might be needed but which were not included in the Contract shall be agreed upon in advance by the parties and shall not exceed the prevailing rates charged to other parties by the supplier/ selected bidder for similar services.

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7.2 Service Level Requirements/ Agreement for Operations & Maintenance

Sub Clause: 7 - Penalty Clauses

If the selected bidder fails to deliver the required services due to reasons attributable to selected bidder like non-accessibility of the web portal/ application, non-availability/ attrition of the technical personnel/ operational manpower, etc. the cumulative penalty, as applicable, would be imposed as mentioned below while processing the payment for respective milestone.

a. Penalty for Downtime of Application S/w Table 7.3: Penalty for Downtime

S. No

Measurement Parameter Downtime in a

Quarter Penalty 1

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

0-2 Hours No Penalty

2 2-4 Hours 2 % of applicable quarterly payment

3 4-8 Hours 4 % of applicable quarterly payment

4 8-12 Hours 6 % of applicable quarterly payment

5 12-24 Hours 8 % of applicable quarterly payment

6 24-36 Hours 10 % of applicable quarterly

payment

7 36-48 Hours 12% of applicable quarterly payment

8 >48 Hours 15% of applicable quarterly payment

The penalty shall be calculated above the permissible downtime hours for maintenance or other reasons as approved by RISL.

b. Penalty for delay in response/ resolution time: for incidents like defect/ bud fixing, minor changes in the software, content updation, etc.:

Table 7.4: Penalty for delay in Response/ Resolution time S.

No

Type of Incident

Response Time Resolution Time SLR Penalty for delay in resolution time 1 Critical 15 minutes from

call logged

<= 2 Hours Rs 1000 per incident per hour delay 2 Medium 30 minutes from

call logged

<=1 Day from the time of incident logged at the Helpdesk

Rs 500 per incident per day

3 Low 45 minutes from call logged

<=2 Days from time of response logged

Rs 200 per incident per day

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c. Penalty for non-availability of deployed personnel/ resources/ manpower during O&M Period: A maximum of 18 leaves per year (4.5 per quarter on prorate basis) shall be allowed for resource deployed. In case resource needs to take off/leave from the duty, he has to take due approval from Project Coordinator of RISL. In case, the total leaves taken in a year by resource deployed is less than 18, than the balance leaves will be carry forward to next year. In case total number of leaves exceed the maximum allowed leaves, penalty as mentioned below shall be levied, starting from the date of Go-live of phase-II of Integrated Raj e-Office Application:

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

No. Resource Type Penalty

1. Business Analyst cum Project

Manager Rs 4000 /- per day of absence.

2. Team Lead Rs 4000 /- per day of absence. 3. System Administrator Rs 3000 /- per day of absence.

4. Database Administrator (DBA)

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

5. Senior Software Developer & Software Developer

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

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

7. Training Manager cum Technical Writer

Rs 1500 /- per day of absence.

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

9. Help Desk Resources

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

In case of non-availability of more than 10 resources in a day deployed as O&M Team for 5 times in a month without a permission from Project Coordinator of RISL, payment due for that quarter shall not be made. Additionally, penalties as mentioned above for non-availability of resources (as applicable) shall be levied.

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

The Selected Bidder shall make sure that the key personnel involved in the study, design, development, testing, deployment and operation & maintenance of the

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software solution are designated to the project for the entire project duration. In case, any key person listed below leaves the project without one months’ notice and approval from RISL, the following penalties shall be applicable:

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

No. Resource Type Penalty

1. Business Analyst cum Project Manager

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

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

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

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

5.

Senior Software Developer & Software Developer

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

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

7. Training Manager cum Technical Writer

Rs 2500/- on second change and thereafter on every change.

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

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

However, for any resource replacement, if the selected bidder provides a better resource in terms of profile and experience, the applicable penalty may be waived off at complete discretion of RISL.

e. The review committee shall thoroughly examine the case before calculation of penalty and reasons thereof. Delay in performance/ delivery of services for reasons non-accountable to the selected bidder or due to reasons beyond control, may be dealt with accordingly.

f. The maximum total penalty in any quarter (excluding non-availability of deployed manpower/ resources/ personnel) shall not be more than 15% of the total amount due for the quarter. Imposition of penalties amounting to 15% of the quarterly contract value for a continuous period of 2 quarters shall be treated as non-performance and beyond which the tendering authority may initiate action as per RFP terms and condition for breach of SLA if not satisfied with the response given by the selected bidder for reasons thereof. The tendering authority may also forfeit the

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PSD and also debar the Selected Bidder from bidding (for all types and form of bids) for at least three years in RISL and DoIT&C.

8.2

ANNEXURE-2: RESOURCE DEPLOYMENT

1. Software Solution Development phase: The selected bidder shall deploy minimum following resources at Onsite and Offshore for the development of Integrated Raj e-Office Application within 15 days from the date of issuance of work order for the period as specified in below Table Ann 2.1.

Table Ann 2.1: Development Team S. No. Role (Categor y) No of Resour ces Experience Minimum number of resource as part of Onsite Dev. Team Minimum number of resource as part of Offshore Dev. Team 1 Project Manager (A)

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

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

customized IT applications • 5+ years of project

management experience working through the design, development, release (SDLC) cycle delivering software

application projects & should have managed the projects in following technologies: o RDBMS (SQL, Oracle, My SQL, Postgress SQL etc.) o Web Technology: J2EE/ Advanced Java/ Microsoft .Net/ Sharepoint etc. • Must have good

understanding of

Government Processes and IT automation initiatives in e-Governance Domain 1 Deploy 1 Project Manager from project initiation till the Go-live of Phase-III of Integrated Raj e-Office Application 0 2 Business Analyst (A)

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

• Having at least 10 years of post-qualification relevant work experience in design and development of customized IT applications 2 Deploy 1 Business Analyst from project initiation till 0 Page 5 of 15

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Table Ann 2.1: Development Team S. No. Role (Categor y) No of Resour ces Experience Minimum number of resource as part of Onsite Dev. Team Minimum number of resource as part of Offshore Dev. Team • 5+ years of experience in

requirement gathering & analysis, capturing existing business process of

government & process re-engineering, preparation of SRS document. the Go-live of Phase-II of Integrated Raj e-Office Application + Deploy 1 Business Analyst from project initiation till approval of SRS of Phase-III of Integrated Raj e-Office Application of Integrated Raj e-Office Application 3 Team Lead (A)

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

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

customized IT applications • 3+ years of experience in

leading a project through the design, development, release (SDLC) cycle delivering software

application projects & should have experience in following technologies: o RDBMS (SQL, Oracle, My SQL, Postgress SQL etc.) o Web Technology: J2EE/ Advanced Java/ Microsoft .Net/ Sharepoint etc. 1 Deploy 1 Team Lead from project initiation till the Go-live of Phase-II of Integrated Raj e-Office Application 0 4 System Administr ator (B)

1 • BE/ B.Tech/ MCA with minimum 5 Years of working experience as system administrator 1 Deploy 1 System Admin. from 0 Page 6 of 15

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Table Ann 2.1: Development Team S. No. Role (Categor y) No of Resour ces Experience Minimum number of resource as part of Onsite Dev. Team Minimum number of resource as part of Offshore Dev. Team SRS Approval of Phase-I till the Go-live of Phase-II of Integrated Raj e-Office Application 5 Database Administr ator (B)

2 • BE/ B.Tech/ MCA with minimum 5 Years of working experience as database administrator • Oracle/Microsoft certified Database Administrator 1 Deploy 1 Database Admin. from SRS Approval of Phase-I till the Go-live of Phase-II of Integrated Raj e-Office Application 1 Deploy 1 Database Admin from SRS Approval of Phase-I till the Go-live of Phase-II of Integrated Raj e-Office Application 6 Senior Software Developer (B)

5 • BE/ B.Tech/ MCA with minimum 5 Years of development experience in J2EE/ Advanced Java, .net etc. 2 Deploy 1 Sr. Software Developer from SRS Approval of Phase-I till the Go-live of Phase-II of Integrated Raj e-Office Application 3 Deploy 1 Sr. Software Developer from the SRS approval of Phase-I till the Go-Live of Phase-III of Integrated Raj e-Office Application. + Deploy 1 Senior Developer from the SRS approval of Phase-II till the Go-Live of Phase-II of Integrated Raj e-Office Page 7 of 15

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Table Ann 2.1: Development Team S. No. Role (Categor y) No of Resour ces Experience Minimum number of resource as part of Onsite Dev. Team Minimum number of resource as part of Offshore Dev. Team Application. + Deploy 1 Senior Developer from the SRS approval of Phase-III till the Go-Live of Phase-III of Integrated Raj e-Office Application. 7 Software Developer (B)

11 • BE/ B.Tech/ MCA with minimum 3 Years of development experience in J2EE/ Advanced Java, .net etc. 5 Deploy 5 Software Developer from SRS Approval of Phase-I till the Go-live of Phase-II of Integrated Raj e-Office Application 6 Deploy 2 Software Developer from the SRS approval of Phase-I till the Go-Live of Phase-III of Integrated Raj e-Office Application. + Deploy 2 Software Developer from the SRS approval of Phase-II till the Go-Live of Phase-II of Integrated Raj e-Office Application. + Deploy 2 Software Developer from the SRS Page 8 of 15

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Table Ann 2.1: Development Team S. No. Role (Categor y) No of Resour ces Experience Minimum number of resource as part of Onsite Dev. Team Minimum number of resource as part of Offshore Dev. Team approval of Phase-III till the Go-Live of Phase-III of Integrated Raj e-Office Application. 8 Test Lead (B)

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

• Must have experience in online & offline testing tools, load testing, regression testing & other prominent black & white box testing techniques 0 1 Deploy 1 Test Lead from SRS Approval of Phase-I till the Go-live of Phase-III of Integrated Raj e-Office Application 9 Tester (B) 2 • BE/B.Tech./MCA with

minimum 4 Years of testing experience

• Must have experience in online & offline testing tools, load testing, regression testing & other prominent black & white box testing techniques 1 Deploy 1 Tester from SRS Approval of Phase-I till the Go-live of Phase-II of Integrated Raj e-Office Application 1 Deploy 1 Tester from SRS Approval of Phase-I till the Go-live of Phase-II of Integrated Raj e-Office Application 10 Help Desk Manager (B)

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

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

1 Deploy 1 Helpdesk Manager from Go-Live of Phase-I till the Go-live of Phase-II of Integrated Raj e-Office Application 0 11 Helpdesk Resource s (B)

2 • Graduate in any discipline • Diploma/ certificate course

confirming computer/IT literacy (eg. RSCIT)

2 Deploy 2 Helpdesk

0

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Table Ann 2.1: Development Team S. No. Role (Categor y) No of Resour ces Experience Minimum number of resource as part of Onsite Dev. Team Minimum number of resource as part of Offshore Dev. Team Support Engineer from Go-Live of Phase-I till the Go-live of Phase-II of Integrated Raj e-Office Application Total Resources 29 17 12

2. Operations and Maintenance (O&M) phase: The selected bidder shall deploy minimum following resources at Onsite and Offshore for the Operations & Maintenance of Integrated Raj e-Office Application for 3 years from the date of Go-live of Phase-II of Integrated Raj e-Office Application as specified in below Table Ann 2.2.

Table Ann 2.2: Operations & Maintenance (O&M) Team S. No. Role Minimu m numbe r of Resour ces Experience Minimum number of resource as part of Onsite O&M Team Minimum number of resource as part of Offshore O&M Team 1. Business Analyst/ Project Manager

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

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

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

1 0

2. Team Lead

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

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

1 0

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Table Ann 2.2: Operations & Maintenance (O&M) Team S. No. Role Minimu m numbe r of Resour ces Experience Minimum number of resource as part of Onsite O&M Team Minimum number of resource as part of Offshore O&M Team applications • 3+ years of experience in leading a project through the design, development, release (SDLC) cycle delivering software application projects & should have experience in following technologies:

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

o Web Technology: J2EE/ Advanced Java/ Microsoft .Net/ Sharepoint etc. 3. System

Administr ator

1 • BE/ B.Tech/ MCA with minimum 5 Years of working experience as system administrator 1 0 4. Databas e Administr ator

2 • BE/ B.Tech/ MCA with minimum 5 Years of working experience as database administrator • Oracle/Microsoft certified Database Administrator 1 1 5. Senior Develop er

2 • BE/ B.Tech/ MCA with minimum 5 Years of development

experience in J2EE/ Advanced Java, .net etc.

1 1

6. Develop er

5 • BE/ B.Tech/ MCA with minimum 3 Years of development

experience in J2EE/ Advanced Java, .net etc.

3 2

7. Tester 2 • BE/ B.Tech/ MCA with minimum 4 Years of testing experience • Must have experience in online &

offline testing tools, load testing, regression testing & other prominent black & white box testing techniques 1 1 8. Training Manager cum Technica l Writer

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

• Proficiency in Hindi and English

0 1

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Table Ann 2.2: Operations & Maintenance (O&M) Team S. No. Role Minimu m numbe r of Resour ces Experience Minimum number of resource as part of Onsite O&M Team Minimum number of resource as part of Offshore O&M Team Computer Typing

• Knowledge of development & project lifecycle

9. Helpdesk Manager

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

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

1 0

10. Helpdesk Resourc es

6 • Graduate in any discipline • Diploma/ certificate course

confirming computer/IT literacy (eg. RSCIT)

6 0

Total Resources

22 16 6

Note 1: The Selected Bidder shall deploy the minimum number of resources which shall work from onsite and offshore as per deployment plan as mentioned in above tables (Table Ann 2.1 & Table Ann 2.2). The selected bidder would be allowed to depute offshore team members to work at onsite. The selected bidder may increase the team size as per requirement and would be required to depute offshore team members onsite as and when required to accomplish the task with quality and to meet timelines and SLA’s without additional cost to purchaser. The Selected bidder would also submit an undertaking periodically (preferably quarterly) confirming that the resource deployed at offshore were present in the office and had worked on the Integrated Raj e-Office Application project.

Note 2: RISL shall provide working space with necessary furniture, electric and internet connectivity to the onsite development team. However, the selected bidder shall be responsible for providing IT infrastructure to be used by its onsite development team during application development phase.

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Note 3: RISL shall provide working space with necessary furniture, electric and internet connectivity along-with Desktop/Laptop, as per available configuration, to the Operation & Maintenance team deployed onsite by selected bidder during O&M Phase.

Note 4: All Roles except Tester, Training Manager cum Technical Writer, Helpdesk Manager and Helpdesk Resources has to be on Bidder’s permanent payroll. The Bidder may hire Tester, Training Manager cum Technical Writer, Helpdesk Manager and Helpdesk Resources on contractual payroll for the project. In this regard, the selected bidder shall submit an HR undertaking on quarterly basis that the resources deployed onsite & offshore for Integrated Raj e-Office application project are on bidder’s payroll and their type of payroll.

Note 5: The procuring entity may conduct monthly/ quarterly review meetings to monitor the development and implementation progress of the Integrated Raj e-Office Application with key resources deployed at Onsite and Offshore. The Selected Bidder shall ensure that the key team members participate in the meetings. The travelling and other expenses towards the Team members of offshore team visiting RISL to participate in such meetings would be borne by the selected bidder. The Purchaser may also conduct review meetings with offshore team through video conferencing.

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8.3

ANNEXURE-3: TECHNOLOGY STACK

1. It is suggested that the technology stack, available with RISL as part of RSDC Infrastructure, as mentioned below may be utilized for the purpose of development of Integrated Raj e-Office Application.

i. MS-Windows Server 2012 R2 w/SP1 x64 ii. MS-SharePoint Server 2013 w/SP1 x64 iii. MS-SQL Server 2014 Enterprise Edition x64 iv. MS-Exchange Server 2013 w/SP1 x64

v. MS-Lync Server 2013 x64 vi. IBM Enterprise Service Bus

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

2. All necessary licenses of the above mentioned technology stack, available with RISL as part of RSDC Infrastructure, will be provided by Purchaser. The available technology stack may be shared with other government applications.

3. Bidder may propose the development of Integrated Raj e-Office Application using any other similar/ better technology/ products provided:

i. Proposed technology/ products should be capable of meeting requirements as defined in RFP which will be assessed by Technology Evaluation Committee during technical bid evaluation phase.

ii. Bidder shall provide enterprise wide perpetual licenses (to be used by citizen and employees of all state government departments/ organizations) of proposed technology/ products without any client/ user access license limitation as well as restriction. Proposed technology/ products licenses, as applicable, should be in the name of Purchaser and support at least 10,000 concurrent users along with 5 years OEM support from date of Supply/ installation at RSDC, Jaipur.

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

iv. The proposed technology/ products licenses may also be utilised by other offices/ departments/ organisations of Government of Rajasthan for development of other applications.

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4. Bidder may also propose other better solutions/ COTS application to be integrated with Integrated Raj e-Office application. In such case bidder shall ensure

i. Proposed solutions/COTS application should be capable of meeting requirements as defined in RFP which will be assessed by Technology Evaluation Committee during technical bid evaluation phase.

ii. Bidder shall provide enterprise wide perpetual licenses (to be used by citizens and employees of all state government departments/ organizations) of proposed solutions/COTS application without any client/ user access license limitation as well as restriction. Proposed solutions/COTS application licenses, as applicable, should be in the name of Purchaser and support at least 10,000 concurrent users along with 5 years OEM support from date of Supply/ installation at RSDC, Jaipur.

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

iv. The proposed solutions/COTS application licenses may also be utilised by other offices/ departments/ organisations of Government of Rajasthan for development of other applications.

Figure

Table 7.4: Penalty for delay in Response/ Resolution time  S.
Table 7.5: Penalty for non-availability of deployed manpower during O&amp;M Period  S
Table 7.6: Penalty for attrition of key resources during the O&amp;M period  S.
Table Ann 2.1: Development Team  S.  No.  Role  (Categor y)  No of  Resources  Experience  Minimum  number of  resource as  part of  Onsite Dev
+7

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