ESD, Department of ITE&C, Government of Telangana

(1)

Page 1 of 105

Pre- Bid Query Clarifications for

T App Folio TELANGANA STATE m- Governance Project

Ref : TSTS/CS/ESD-mGoV/2016 Dt 26.09.2016 Date : 13-10-2016

ESD, Department of ITE&C, Government of Telangana

(2)

Page 1 of 105 o Volume No.

1 General NA Team

Deployment model

NA We understand that since the helpdesk team is deployed onsite by ESD, our support team can be completely offsite. Please confirm.

Refer to RFP, for onsite manpower requirement

2 General NA Team

Deployment model

NA If the support team is required offsite, team will be provided with VPN connectivity and dedicated internet bandwidth to connect to data-center

Connectivity will be provided as required

3 General NA Team

Deployment model

NA If the support team is required onsite, all infrastructure requirment like seating space,

laptop/desktop, telephone, internet connectivity will be provided by ESD. Please confirm.

ESD to provide seating space on need basis

4 General NA Team

Deployment model

NA If the support team is required onsite, then the entire team will be located at one central location and will not be seggregated into different offices of ESD.

Please confirm

ESD to provide seating space on need basis

(3)

Page 2 of 105

5 General NA Support Model NA Please confirm whether

1. Full Support is required for 24*7 support window Or

2. Full Support is required in general shift (Monday to Friday, 9am to 6pm) and 24*7 support can be made available for critical (Severity 4) issues only. In this case, support team can be available on call, remotely for Severity 4 issues. Helpdesk team for such issues can connect with support team on-call

Full Support is required in general shift (Monday to Friday, 9am to 6pm) and 24*7 support can be made available for critical (Severity 4) issues only. In this case, support team can be available on call, remotely for Severity 4 issues. Helpdesk team for such issues can connect with support team on-call

6 General NA Change

Management

NA We understand that for any changes in the system, the same will be subject to Change Management process at actuals.

Refer to Volume 3, Clause 55, Page number 40

& 41

7 General NA NA NA Any guideline on where to host the mobile app post

production deployment? i.e. on public app stores like Android/iOS/Windows or on customer's private app stores? This is basically required to distribute the apps to the identified users.

Upon certification, The app to be deployed on all the operating systems mentioned in the RFP (apps store / play store for citizen to download)

8 General NA NA NA Is there any hardware integration like printer, scanner, etc. is required for mobile app?

Not envisaged at this moment

(4)

Page 3 of 105

9 General NA NA NA Any guidelines on Offline capability/access of the

mobile apps? If yes, please provide the use cases?

ESD / PMU in discussion with user

departments will finalise the requirements on a need basis

10 Volume 1

3. Project Objectives

Services delivery through Smart phones as well as feature phones

8 Can we assume that the mobile application scope is limited to smart phones only?

RFP clearly mentions support for smart phone and feature phone - the features to be made available depend on the capabilities of the device.

11 Volume 1

Supports all the standard mobile OS like

iOS/Windows/An droid/Tizen etc

8 Can we assume the mobile application will be developed for the most popular and widely used platforms -Android, iOS and Windows only with following versions of Smart phones and tablets:

Smartphones iOS 4.x and higher Android 2.1 and higher Windows Phone 7 and higher Tablets

iOS 4.x and higher Android 2.1 and higher Windows 8 & higher

It should work on all

iOS/Windows/Android/Tizen devices with the versions of Operating Systems released by them in last three years from the date of work order and all future releases

12 Volume 1

3 3. Project

Objectives

8 Tizen OS is an emerging Operating System and represents a very insignificant market share with very limited know-know how on

Please refer to Corrigendum / Addendum 13 Volume

1

2 - 8 Within 499 services how many SMS, IVRS,

USSD, Smart Client, Mobile APP and Mobile Web compatible Services.

The RFP has clearly mentioned the

requirement and ESD - PMU to decide jointly on the implementation requirements

(5)

Page 4 of 105 14 Volume

1

3 3 9 Which platforms need to be supported through

hybrid/native mobile apps and which through mobile web? Clear cut definition of the platforms which need to be supported should be provided.

ESD to decide the channels to be enabled for various services, the app is to be a native app unless explicitly agreed in writing by ESD

15 Volume 1

3 3 9 • Do the mobile applications need to be native or

hybrid?

• Can we use a MADP platform like IBM MobileFirst or Kony?

Native is the preference, Bidder to justify any other method used. ESD's decision prevails.

16 Volume 1

3 3 9 Is it mandatory to support Tizen OS for mobile apps Please refer to Corrigendum / Addendum 17 Volume

1

3 3 9 Is there any preference for mobile app type –native

VS hybrid ?

18 Volume 1

Implementing Agency IA to continue to support for a maximum period of 6 months without any change in terms and conditions.

9 Please change the conditions as mentioned below:

Acceptable for max. 3 months; post which, MeeSeva shall organize a Technical and Commercial Meeting with the Vendor for further extensions to examine amendments needed in Commercial T&Cs as may be applicable at that point of time on factors such as regulatory/statutory reforms as per GOI and GOTS.

Please refer to Corrigendum / Addendum

(6)

1

Provide Mee Seva, eSeva, SSDG, eDistrict services through mobiles

9 How many mobile apps are required to be developed?

Who are stake holders/users/actors for the mobile apps? As of now it is understood that only the citizens will use the mobile apps - Please confirm if the same is true else provide the details.

As per RFP

20 Volume 1

Provide Mee Seva, eSeva, SSDG, eDistrict services through mobiles

9 Mobile App Type Hybrid/Native

Can we consider the hybrid mobile app with all the required native features and which will be common and easy to maintain mobile app for all the required platforms (i.e. android, iOS and Windows); in place of separate native mobile apps for all the required platforms?

21 Volume 1

Provide citizen centric services which are of public

importance by on boarding apps developed by private developers subject to terms and conditions

9 Can you please elaborate this requirement? An example of the same will also do.

Refer to Annexure - 4 , Volume -1 for examples

22 Volume

1 3 - 9 Why Tizen OS ? Its products are not at least

5% in market

(7)

1

4 ESD may extend

the contract after 3 years, by 1 year at a time for 2 years subject to a maximum of 10%

increase per year in the

commercials.

9 In case of extension , the prices would be re negotiable at that time

As per RFP

24 Volume 1

4 In case there is delay by ESD in selecting a new Implementing Agency IA at the end of 3 years and ESD does not wish to continue with the

Implementing Agency IA ESD has a right to ask the existing Implementing Agency IA to continue to support for a maximum period of 6 months without any change in terms and conditions.

9 The prices for the six month would be negotiable at time of asking such support

(8)

1

Mobile App /

Mobile Internet integration with MSDG platform to be done only through well- defined / well documented APIs, which is necessary for creating m-folio

10 Can you please elaborate on what is m-folio? Govt of Telengana plans to enable other department services as well as private services on the platform, the user need to be able to access these services from the mobile governance app - the aggregation of these services is called m-folio

26

Volume

1 6 10

IVR details required.

1. How many langauges required in IVR 2.Sample IVR call flow to be included

3. do you need IVR and SMS gateway integration, pleae provide the number of channels required.

4. list us IVR backend integration required?

Refer to Volume 1 , Section 8.7

(9)

Page 8 of 105 27

Volume

1 6 10

Unified Communiction Module

1. Do you existing UCM module or IA to propose the UCM setup

2. Total number of extension required in UCM setup 3. Total number of Trunks required in UCM setup 4. what is the UC and mobile application integration 5. number of locaiton for UC setup

6. Provide Technical specification for UC setup

Bidder to suggest with justification

28 Volume 1

6.5 Marketing and promotions module

12 Promotions for ESD will result in cost to IA in terms of SMS/VAS costs. These are not covered under

transactional revenues. Will additional payments be made for these campaigns or does the IA have to bear the costs?

As per RFP, Refer Volume 1, Section 10.4

(10)

1

Section 6.8.

Remote Applicatio n

Monitorin g (RAM)

Mobile service delivery platform is going to have multiple loosely coupled modules to facilitate scalability and management of the platform. The platform needs to have high availability and load balancing built into it

13 Query - Are we talking about high availability of all components including DB layer associated with the m- Governance project .Please clarify.

The platform need to run in high availability mode to avoid single point of failure. The IA is expected to provide the necessary

deployment and application architecture to meet this requirement

30 Volume 1

6.9. MIS Reporting and Dashboard

MIS Reporting and Dashboard

13 Does the report access is envisaged on the mobile app also? If yes, how many such reports can be envisaged?

Access of reports is required from Desktop / Laptop / Smartphone

31 Volume 1

6.6 - 13 semi-closed wallet is provided by ESD or its responsibility of IA

Payment Instruments to be decided by ESD

32 Volume 1

6.8 Remote

Application Management

13 RAM can be provided from SDC or remotely. But remote management requires a secure connection to SDC Servers. Will ESD provide such remote access to IA nominated executives?

ESD to provide required access

(11)

1

7.1 Mobile Ecosystem

Application Architecture

14 What is the difference between SI/Platform Vendor and Mobile App Company?

SI - Systems Integrator(Implementation Agency)

Platform Vendor - MSDG Platform Provider (OEM)

Mobile App Company - Company developing mobile applications

34 Volume 1

6.8 14 Remote Application Monitoring (RAM)

Whether the department is looking for monitoring and management of all individual applications integrated with MSDG gateway and trigger events as sson as any service is down. If yes, then this falls under the category of EMS APM module, which definitely will have steep cost implications.

Even APM application cannot work here because all APM application needs Agents to be deployed on independent Application Modules of each department.

Each individual applications should expose the application health/availability webservice.

Primary requirement is to manage MSDG platform and the APIs integrated with MSDG platform.

Monitoring of Individual applications are done by respective departments.

(12)

1

7.1 Mobile Ecosystem

• 3rd party developers / organizations - – ITE&C

department desires to involve 3rd party

developers / organizations to build innovative, user friendly applications for the any services offered through T App Folio. MSDG platform must factor in this and shall have all the necessary functionalities to ensure secure on boarding of these applications.

Refer to Annexure - 4 , Volume -1 for examples

36 Volume 1

7.1 3rd party developers

16 It is assumed that IA will provide only the portal and API services for integration to Govt Dept services. 3rd party developers have to use these services to develop

mobile apps, get them vetted and onboard them onto MSDG AppStore. Mobile App development is not in the scope of this project. Please confirm.

As per RFP, Refer Volume 1, Section 7.1, Section 9.3 and other related sections

(13)

1

7.2.

Service Categoriza tion

5. ESD intends to provide

Informational and other non- payment services to its residents free of charge. As there will be no revenue

generated out of these

Informational and other non- payment services IA is not entitled for any payment on these

category of services.

Refer to Volume 1 , Section 7.2 for examples

38 Volume 1

8.1 Cloud Technolog y

It is important for the services and application to be cloud ready, to take the advantage of next generation cloud

implementations and technologies.

18 Please clarify if Cloud Solution can be proposed or it will be hosted at State DC?

To be Hosted in State DC

(14)

1

7.2.

Service Categoriza tion

Number of Services to be Enabled

&

Number of Informational and non-payment Services to be Enabled

18 Can we assume that these services will be enabled post Go-Live and will be a part of support?

How many services are required to be made live during Go-Live? Please elaborate.

All the services which Go-Live will be the part of the support.

40 Volume 1

8.7. Multi- Lingual Support

The IA shall support for English, Telugu and Hindi languages across various channels (SMS, IVR, USSD, Smart Client, Mobile Web etc.) for services across service categories as required by Government of Telangana.

19 Can we assume: only application labels and static contents will be made available for the selected languages while the data entry will be limited to English language only.

Application labels and static content to support multiple languages, data entry support depends on the department capabilities - to be decided on case to case basis

41 Volume 1

8.9.

Performan ce/Scalabil ity

c. Single point of bottle-neck and failure must be avoided

20 Please confirm that the solution at DC will be in Active - Active scenario.

Bidder to suggest solution to meet project requirements

(15)

1

Section : 8.10.

Security Level

The platform needs to have capability to manage security and privacy at multiple levels. A transactional service may require higher security levels than an ordinary information service such as status check or weather forecast.

Non-functional requirements such as data security, user authorization and access control need to be taken into account while designing the platform

20 Query - Are we talking about role based

authentication/authorization, Role-Based Access Control,

Authentication as required by the User Dept.

with the ability to connect to external server like Aadhaar for authentication, role based access control in the portal may be required

43 Volume 1

Section:

8.9.

Performan ce/Scalabil ity

Single point of bottle-neck and failure must be avoided

20 Query – Is active active clustering is considered for the entire m- Governance Project including DB.

(16)

1

8.13 20 From the given RFP document looks T-Government

expects Service Delivery model in opensource technologies.Hence can we suggest solution on opensource technologies only?

Refer to Volume 1, Section 8.13

However, Bidder should justify his approach for selection of technology along with associated Risks and Benefits.

45 Volume 1

7 7.13 Open Source 20

Open Source is known for its vulnerability at multiple levels - Lack of Product Roadmpap, Dependency on Open Communities for new Code Development, Limited or Lack of Proactive Security threats, and Excessive maintenance requirement for the code written. In Comparison OEM provisioned products which are security hardened, tested for scalability, and has required commitment on Support. Request the Department to kindly consider OEM solutions for this prestigious projects

However, Bidder should justify his approach for selection of technology along with associated Risks and Benefits.

46 Volume 1

8 8.11 21 Which platforms need to be supported through

hybrid/native mobile apps and which through mobile web? Clear cut definition of the platforms which need to be supported should be provided.

(17)

1

8.16.

Avoiding Device Vendor Lock-in

Vendor is required to evaluate the technology platform to be used for

development of the mobile application, any technology platform which would result in vendor lock-in must be avoided at any cost.

21 Many state government are using industry leading Mobile Application Development Platforms (MADPs) for services offering or for providing citizen services through mobile. Can we go ahead and adopt the same (i.e. enterprise grade MADPs...)?

As per RFP

48 Volume 1

8 8.16. Avoiding

Device Vendor Lock-in

21 "In case vendor develops the mobile app using a framework, that framework must be made available even after the expiry of the agreement for ESD to use, at the same time, vendor must provide sufficient explanation to for use of one method over other (Ex.

native application versus mobile app developed using framework)"Only In case of Standard OEM offerings the state is insulated from Code-Level Vendor Lockin or Platform Lockin. The State Govts. investments will be protected if OEM offerings with standard support committment, product roadmap, expiry terms, etc are available. No customer vendor developing on Open Source can committ this as 'Custom Development' and 'Open Source' are receipes for uncertainity. Kindly consider mandating OEM products for this RFP.

Bidder is encouraged to consider associated risksand propose solution to ESD with justification

(18)

1

9.1.

Mobile Services Delivery Gateway (MSDG)

c. Deployment, maintenance &

monitoring of application servers, database server and other related servers at primary and DR site relating to MSDG.

22 Please clarify what will be the DR size. Will it be 100%

od DC or 50% of DC.

50 Volume 1

9.1.

e. Create and manage UAT (User Acceptance Testing) setup for MSDG. The UAT setup shall be near replica of the production setup, ESD (Mee Seva) and IA to work together to decide the configuration of the setup

22 Please clarify the "near replica". We understand that all the s/w proposed for DC has to be proposed for UAT setup. The quantity may differ.

Bidder to suggest minimum requirement for UAT setup

(19)

1

Section 9.1 Deployment, maintenance &

monitoring of application servers, database server and other related servers at primary and DR site relating to MSDG.

22 Query - About DB requirement for DC and DR.I understand yes its required .But please clarify .Also if Telenagana ITENC department will provide necessary DB licenses for this project for DC and DR .Please clarify

The cost should include all the licenses

including DB associated with MSDG both at DC

& DR

52 Volume 1

Section:

9.1.

Manage

application, data and server security of the MSDG platform

22 Query - Are we talking about role based

authentication/authorization, Role-Based Access Control,

The portal access need to be role based access control

53 Volume 1

9.1.

i. On-going enhancement of the core platform by implementing new features, enabling newer technologies to meet

Government of Telangana’s mobile governance objectives

22 Please elaborate on the requirement of new features, new technologies, etc. Will it be a part of Support/CR?

Any changes / enhancements to MSDG platform features mentioned in the RFP will be part of AMC

(20)

1

9.3.

Mobile Applicatio n Store (MAS)

23 What is this requirement about? Is it related to private app stores for the customer and hosting various mobile apps on it? Please explain?

Is there any existing app management licenses?

As per RFP Volume 1, Section 9.3

55 Volume 1

9 9.2. Integration Layer and APIs

23 As we are talking of integration of various applications and interfaces from different channels and API would be one of the primary ways for integration, it is imperative that there is a dedicated security gateway and a Platform to create, run, manage and secure APIs. It is highly recommended that we have a complete integrated platform for Integration and Rapid Automated Creation of APIs.

API's between the MSDG & Departmental applications will be the responsibility of ESD API's between the MSDG & Mobile App Users will be the responsibility of Bidder

56 Volume 1

9.5 Support 24 It is mentioned that "Helpdesk identified by ESD to provide Level 1 support". We wanted to understand that whether this Helpdesk (that will be deployed by ESD) be operational 24*7?

As per RFP

57 Volume 1

9.5 Support 24 It is mentioned that "Helpdesk identified by ESD to provide Level 1 support". We wanted to understand that what all would be covered in L1 services - a. Providing functional and business support in regards to the processes deployed on the platform?

B. Handling calls on “How To” and “System Awareness”

c. basic issues like user creation, privileges, password resets and application navigation

d. Support based on pre-defined FAQ’s and SOP’s e. Periodic follow-up with end-user and support team on updates on open tickets / pending for user

response

Bidder may assume all the possible helpdesk scenarios

(21)

1

9.3 24

Kindly clarify where to host the App store and who will bear the hosting charges

Application will be hosted in the App Stores and Software Code will be stored in SDC.

ESD to bear Hosting charges 59 Volume

1

9.9.

Setting up and managing MSDG platform in DC &DR Center

d. RTO (Recovery Time Objective) and RPO (Recovery Point Objective) shall be as per Govt. of Telangana DR Policy.

25 Please let us know the RTO and RPO for this project. DC/DR policy discussion is under progress ESD will publish the RTO and RPO details when ready.

60 Volume 1

Section 9.9 a

Deployment and management of MSDG platform and services at DC &DR center.

The DC & DR center will be made available by Government of Telangana

25 Query - About DB requirement for DC and DR.I understand yes its required .But please clarify .Also if Telangana ITENC department will provide necessary DB licenses for this project for DC and DR .Please clarify

& DR

(22)

1

Section 9.9 b

Responsible for performance and scalability of the platform at DC

&DR Center, the list of services and channels to be

operationalized at the DR location to be provided by Government of Telangana

& DR

62 Volume 1

Section 9.9 c

IA is required to recommend the complete BOM for DC &DR as a part of their bid

& DR

63 Volume 1

9.9 d) RTO (Recovery Time Objective) and RPO (Recovery Point Objective) shall be as per Govt. of Telangana DR Policy.

25 Please share Govt. of Telangana's RPO & RTO policy DC/DR policy discussion is under progress ESD will publish the RTO and RPO details when ready

(23)

1

9.9 d) RTO (Recovery Time Objective) and RPO (Recovery Point Objective) shall be as per Govt. of Telangana DR Policy.

25 Share the location of DC & DR, and the bandwidth available between these 2 locations.

DC-Hyderabad, DR location & bandwidth is Yet to be decided

65 Volume 1

2.

Infrastruct ure for SMS, IVRS, USSD

ii. ESD shall make available the recommended Hardware at DC and DRC accordingly

26 Please explain what is DRC? Is is DR? DRC is Disaster Recovery Center

66 Volume 1

10.2 Infrastructure 26 What is the data size to be expected on DC and rate of change of data per day ? What will be the expected database size for all the applications?

ESD to provide H/W, bidder is expected to make reasonable assumption wherever needed

67 Volume 1

10.2 Infrastructure 26 Is there any data migration or application migration from existing infra to the new infra in the IA's scope ?

No

68 Volume 1

10.2 Infrastructure 26 Any existing infrastructre integration required ? As per RFP

(24)

1

10.1 10.1. Payments model

26 The Payment Guidelines does not link or relate any material supply (hardware or software or Open source tool support). There is no incentive for a System Integrator to be using best of breed solutions or solutions with formal product support. For stability, and efficiency considerations - request department to link payments to:1. Supply of Material2. SLAs of Installation & Configuration

As per RFP

70 Volume 1

9.9 C 26 Please provide total number of users/concurrency

expected.

This would enable us to size the required infra components

As per RFP Volume 1, Section 12 (Transaction Volume for ESD & VAS Services)

For Concurrency, Bidder is expected to make necessary assumptions based on the

Transaction volume 71 Volume

1

10.

Business model

10.1 Payment terms

50% of the platform cost to be paid upon successful Go- Live

27 As per Volume 3 section 1.1.18 definition of "Go-live", date is dependent on launch date. Launch date will in- turn be announced by government (as per 1.1.17) when it deems appropriate. This clause means that no payments will be made till up to 4 months after the government officially launches the service. As

government launch date announcement is not in control of the vendor, the clause should be suitably modified to atleast release a portion of payments at various mile stones like requirement finalization, UAT acceptance etc. We request you to review the payment terms and modify accordingly

72 Volume 1

10.2 Infrastuctu re

Hardware at DC

& DR site

27 Please specify the proposed locations of DC & DR sites DC - Hyderabad

DR location is yet to be decided

(25)

1

10.2 Infrastuctu re

2. Infrastructure for SMS, IVRS, USSD

27 IVRS typically require signalling or media telephony cards (along with servers) to connect to the operator PRI/ISDN lines. Please confirm if ESD will procure even the telephony cards if they are specified in the BOQ by the selected bidder?

Bidder to provide BOM, ESD to procure the same

74 Volume 1

10 10.2 27 The solution may involve use of 3rd party software.

Who will own the cost of those licences and renewals.

It will involve DB, OS, Analytics tools etc.

Bidder to bid basis the total cost of software including licenses

(26)

1

10.1 10.1. Payments model

1. Bidder should propose the MSDG platform as per the Technical requirements specified in the RFP.

2. ESD shall release the payment as follows:

a. 50% of the platform cost to be paid upon successful Go- Live

b. Remaining 50%

to be paid 6 months after Go- Live

c. Payment of MSDG AMC cost in Quarterly Installments after one year from the Go- live date.

d. Payment of service charges for transactions will be on quarterly basis.

27 Request to change the payment model as below I. Payment of MSDG Platform license Fee

a) 100% Payment for Licenses should be released upon delivery.

b) For other services during Implementation phase:

- 15% payment on SRS signoff - 30% payment on start of FAT

- 55% payment upon completion of FAT or Go Live.

NOTE: All payments will be due at the end of the quarter (April – June, July –September, October – December, January – March)

II. Payment of MSDG AMC cost

a) Quarterly Instalments after the Go live date.

III. Payment of Service Enablement of Mee Seva and VAS services Transaction Revenue Basis

a) IA to receive quarterly payment for the Transaction Revenue earned after deducting penalties, if any b) IA to submit invoices along with the supporting documents on Quarterly basis

(27)

1

10.2 27 Who will be providing the softwares (OS , DB , Application Middleware )

Software to be provided by Bidder 77 Volume

1

10.1 ESD shall release the payment as follows:a. 50% of the platform cost to be paid upon successful Go- Liveb. Remaining 50% to be paid 6 months after Go- Livec. Payment of MSDG AMC cost in Quarterly Installments after one year from the Go- live date.d. Payment of service charges for transactions will be on quarterly basis

27 It is recommended to change the payment terms as mentioned below, because RFP terms are not favorable to TCS.- 100% payment for Hardware and Software on delivery and Installation.- 100% payment for Implementation Services till Go-live- 100%

payment of training cost upon completion of training- 100% payment for Data Migration upon completion of migration- 100% payment for Site preparation upon completion of sites- Payment for Infra O&M as equated quarterly installment in Advance- Payment for Services O&M as equated monthly installment in Arrears.

(28)

Page 27 of 105 78

Volume

1 10.5 28

What is existing HELPDESK, what type of integration is required in Helpdesk

1. What is the toltal number of Agents in Helpdesk 2. What type of agents required inbound/Outbound 3. email/chat agents are required, if required pleae provide more details

4. Does IA shold provide manpower for call centre operations

5. if IA should provide manpower for call centre, can it be outsourced

Refer to Volume 1 , Section 10.5 & 6.12

79 Volume 1

10.3, 4(iii) 28 Minimum Number of transaction should be

guaranteed for calculation of charges against Service Enablement

As per RFP

(29)

1

10.2 For the purpose of clarity: IA is only required to suggest the Bill of Material for the MSDG platform, ESD to take the responsibility for procuring the same. If the infrastructure in production environment within the mentioned volume is significantly different from what is quoted in the bid,

additional hardware cost will be charged to the bidder and deducted from the payments due.

28 Request to modify the clause as below:For the purpose of clarity: IA is only required to suggest the Bill of Material for the MSDG platform, ESD to take the responsibility for procuring the same. If the infrastructure in production environment within the mentioned volume is significantly different from what is quoted in the bid, additional hardware cost will be charged to the bidder will be mutually discussed and deducted from the payments due.

As per RFP

(30)

1

10.2 If the

infrastructure in production environment within the mentioned volume is significantly different from what is quoted in the bid,

additional hardware cost will be charged to the bidder and deducted from the payments due.

28 Kindly elaborate on this The Bidder is encouraged to provide sizing

based on the indicative transactions provided in Volume 1 , Section 12

82 Volume

1 10.7 - 29 Three (03) Full time Resources but other team

strength and resource cost not included

ESD requires 3 fulltime resources on premises.Bidder is free to assume other resource requirements and accordingly cost

(31)

1

11.1TSTS TSTS will also work on

empanelment of Mobile

Application Developers so as to Facilitate and provide

handholding support to individual departments for on-boarding and API integration.

30 Can you please explain the role of mobile application developers enablement in the overall project scope?

When a new service needs to be mobile enabled, will mobile app developers perform the new app

development and the IA just needs to provide relevant APIs? Please confirm

IA to enable the services across channels as requested by govt, at the same time IA to make publish the APIs for 3rd party service provider to develop the applications

84 Volume 1

11.2 B. Facilitate DC &

DR, (c) Provide backup

tapes/disks for periodic backup of the data, software and other related configurations of MSDG platform in DC and DR

30 What will be the backup policy ? What type of backup is expected for e.g. D2T (Disk to Tape) or D2D2T (Disk to Disk to Tape) ? Do you have any existing backup infra (Tape Library etc.) which can be be used or you want to have separate new setup ?

Existing ESD setup to be used (Disk to Tape System is being used)

85 Volume 1

11.2 B. Facilitate DC &

DR:- d) Provide SAN or similar setup

30 What is the min. capacity required for the SAN storage

?

ESD to provide storage on need basis

(32)

1

11.3 Responsible for deployment of the necessary H/W and S/W to operationalize the platform (Ex.

Servers for applications, O/S, Database

Servers, Application Server, Web- Server, Database)

32 Will the h/w and s/w be provided by ESB or IA has to be provide the hardware and s/w

As per RFP, Hardware will be provided by ESD based on Bidders recommendations

87 Volume 1

12.

Estimated Phase wise Services for m- Enableme nt and mobile Transactio ns

1. The following is the indicative transaction volume for ESD services

33 Please confirm the sizing will be done for 3 years projected transaction through Mobile ONLY i.e.

85,50,000 transactions

Indicative transactions are provided, Bidder to propose the solution.

(33)

1

12.

Estimated mobile Transactions per Year

33 Can you please provide the pick concurrency for the mobile apps? Please provide the number of mobile app users along with concurrency?

As per RFP Volume 1, Section 12 (Transaction Volume for ESD & VAS Services)

For Consurrency, Bidder is expected to make necessary assumptions, based on the volumes indicated

89 Volume 1

12.

2. The following is the indicative transaction volume for VAS services

34 Please let us know the sizing will also include the VAS services?

H/W , S/W size to include all the requirements mentioned in the RFP

90 Volume 1

12 1. The following is the indicative transaction volume for ESD services

34 Can you please provide a high level break-up of channel wise traffic estimate (Like SMS, IVR, App etc.) for the figures given in the table 2 in page no 34?

The bidder is required to make necessary assumptions basis the volumetric info provided by ESD

91 Volume 1

12 3 34 Transaction volume is given in totality – separate

expected number of calls / MOU for IVR And

Count of USSD Sessions / TPS needed

Bidder to make reasonable assumptions

(34)

1

Annexure- 1 :

Functional and Technical Feature Complianc e (Product Features)

Transaction Management Support for end- to-end

transaction management system

36 Please let us know if you want to monitor the transaction that will happen at the department applications also?

The monitoring support is required for transaction through MSDG platform.

Deprtment side applications are out of scope

93 Volume 1

Product Feature:

Platform Capabilitie s

Support for high availability of services and platform

38 Query - Are we talking about high availability of all components including DB layer associated with the m- Governance project .Please clarify.

Single point of failure to be avoided and the Bidder need to provide the deployment and application architecture to meet the

requirements stated in the RFP 94 Volume

1

Product Feature:

Security

Support for encryption of data in database

38 Query : Are we also talking about data at rest/storage, network security while data is in transit as well. Please clarify

ESD will provide the data elements which need to be encrypted as and when required - this includes data at rest, data in transit 95 Volume

1

Product Feature : Security

The platform should be able to detect man-in- the middle and repeat attacks wherever possible and desired by business

38 Query - Are we talking about Activity monitoring and blocking on the network, managing SQL

injections/threats , White list, black list, and exception list based enforcement on the network. Please clarify

Bidder is expected to provide the solution to meet the requirement stated which may includes some / all aspects mentioned in the query

(35)

1

Product Feature : Security

Ability to log /no- log sensitive information to meet regulatory and Govt of Telangana’s security and privacy guidelines

39 Query - Are we talking about audit trail /audit logs, compliance reporting, SQL analysis, tracking capability of audit data from databases, operating systems, directories etc. Please clarify

The audit trail and log here means all the logs and audit trail required as per Govts. Policy, Regulatory Complaince and Forensic purposes.

97 Volume 1

Section 11.2 – A General managem ent -g

Security Audits 39 Query - Are we talking about audit trail /audit logs, compliance reporting, SQL analysis, tracking capability of audit data from databases, operating systems, directories etc. Please clarify

The audit trail and log here means all the logs and audit trail required as per Govts. Policy, Regulatory Complaince and Forensic purposes.

98 Volume 1

Performan ce / Scalability

Provide documentary evidence of the ability of the database design to scale the DB from 5 TPS to 50 TPS and more as desired by Govt of Telangana from time to time

41 Query: Are we looking for any specific benchmark reports/standards for DB. Please clarify

Citations or benchmark reports or other documentation as desired by ESD

(36)

1

Annexure- 1

Annexure-1 : Functional and Technical Feature Compliance (Product

Features) - Frame Work -

Architecture

41 What are the critical applications for which high Availability to be provided in DC & DR ?

All services which have gone live on MSDG should have High availability (for the MSDG functionalities)

100 Volume 1

Annexure- 1

Architecture

41 Can all the application be virtualized ? Or can we use virtualization technology for the applications?

Bidder to make the reasonable assumptions and suggest feasability

101 Volume 1

Annexure- 1

Architecture

41 Do you have any existing Active Directory or LDAP infra available which can be used for the new infra or application setup ?or you want to have a separate new infra setup for authentication of users or applications?

Not envisaged at the moment.

(37)

1

Annexure- 2 : List of Live ESD Services with Descriptio n

43 Some of the services mentioned can't be enabled through channels like IVR or SMS/USSD due to inherent limitation in the technology (Like filling up application forms for requesting a service can't be done over IVR or SMS/USSD). We assume that it is not mandatory to enable all services across all channels.

Please confirm

The RFP has clearly mentioned the

requirement. It is felt that out of the 600 plus existing services at least 400 services can be delivered through mobile. ESD PMU will decide jointly with the IA on exact numbers.

The idea is that every service will be enabled unless there are strong reasons

103 Volume 1

Annexure- 3: List of ESD Services for Phase- 1 mobile Enableme nt

(Indicative )

94 Total how many phases are there? What is the phase wise time line?

List of services in Annexure-3 about 100 services are expected to Go-Live witin 6 months. ESD to publish the services list (150 each) for subsequent phases (6 months each) the indicative number of services with Go-Live are given in Page 33 & 34

104 Volume 1

Annexure- 5: Training Requireme nts (Indicative )

2. Application Training

99 Does it include mobile app training? (since the mobile app users are the citizens)

Refer to Volume 1, Annexure - 5, for training requirements. The User interface should be self expalnatory with little training.

105 Volume 1

Annexure - 5

100 Kindly clarify , the training space , power , desktops , connectivity,

projector would be provided by department

Training related logistics to be taken care by ESD, but the bidder to make arrangement for the laptop for bidder's team

(38)

1

Annexure- 7: Project Launch Document ation Requireme nt

102 Can you please share the project implementation. This is not clear. What is the development/support period, what are the (stage wise) milestones for production and support? Please provide clear implementation plan along with phases, development and

support?Total how many phases are there? What is the phase wise time line?

Indicative implementation plan is provided in Volume 3 page no. 56 & 57. Bidder may provide detailed implementation plan as part of the proposal.List of services in Annexure-3 about 100 services are expected to Go-Live witin 6 months. ESD to publish the services list (150 each) for subsequent phases (6 number of services with Go-Live are given in Page 33 &

34

107 Volume

1 8.13 - - Is it mandate to use freeware for application

and Data base software’s or can use licensed products

The Bidder is free to select the technology either open source or propritory along with associated Risks and Benefits. In any case complete cost should be factored into

108 Volume 1

General Does T-Government has any commercial product

stacks from SOA or integration and API management?

Bidder is required to provide MSDG platform and related components

109 Volume 1

General Apart from Service integration ,does it require any workflow or process orchestration cut across different departments of T-Government?

(39)

1

General Please provide expected overall User Base and Transaction rate per sec?

Refer to Volume 1, Section 12.

Indicative transactions are provided for ESD &

VAS Services. Accordingly bidder can make necessary assumptions

111 Volume 1

Are the current citizen services being served by 4

different portals?

Refer Volume 1 , Page 7. It's a single portal for Franchisees and 2 portals for online.

112 Volume 1

The current portal architecture consist of API based

integration or point to point integration

ESD to publish APIs for Mobile Services

113 Volume 1

Are the APIs ready for all the services considered for

phase 1?

Not for all. Howver ESD will make the APIs available in time

114 Volume 1

The APIs which will be exposed by existing systems are

SOAP based or restful services?

Based on the requirement bidder to suggest the best possible approach. ESD's decision will prevail.

115 Volume 1

Please share the current architecture, if available. This is the new initiative, please refer to RFP Volume 1 Section 6 & 7 for further details.

116 Volume 1

Please specify the number of payment gateway

integrations required - PGs, Wallets, Netbanking, CCs etc.

The payment instruments to be supported are listed in RFP Volume 1 , Annexure 1- Product Features : Payment (Page 39)

ESD to decide the payment gateway partner(s) 117 Volume

1

What is the expection from real time monitoring. Refer to Volume 1 , Section 6.8.

118 Volume 1

Which mail & message gateway is being used

currently. Are we expected to use the same or propose a new one.

To be provided by ESD. Currently NIC's SMS gateway is used. Bidder may propose alternatives.ESD decision will prevail.

(40)

1

Is there any document management system in place

currently. Are we expected to leverage the same.

Not envisaged at the moment. Bidder may suggest if requred as part of the solution with justification

120 Volume 1

Is the bidder expected to create HTML wireframes Refer to Volume 1, Section 11.3 121 Volume

1

How is the user authentication being handled

currently. Are we expected to use the same source of truth for authentication on app and mobile browser.

Bidder to suggest the possible options with justification

122 Volume 1

Please let us know if there is any requirement of user

migration or data migration.

Not envisaged at the moment.

123 Volume 1

Assumption is that we need to maintain all the

transaction history to be shown to the returning user.

Valid assumption

124 Volume 1

Assumption is that MIS reports are required and not

BI driven reports. Please specify an approximate number of reports required for this initiative.

125 Volume 1

Please let us know if there is any preference in terms

of technology stack java, .net etc.

Preference is for open source.Bidder to suggest the technology platform with justifications

126 Volume 1

Please specify the requirement for analytics, if any Refer to Volume 1 , Section 6.9 127 Volume

1

Please specify which all environments are required

(Dev, Test, UAT, Staging, Pre-Prod, Prod etc.)

All environemnst are required. The cost should include all environments. Refer to Volume 1 , Section 9.1 , Point e

(41)

1

Please specify the expectations for application testing

(Performance, Security etc.)

Refer to Volume 1, Section 9.8.

Bidder to suggest the approach &

methodology for testing.

129 Volume 1

Is It Okay for the bidder to propose onsite offshore

model.

largely off site except minimum mumber of recources at on site as mentioned in the RFP.

Refer to Volume 1, Section 9.7.

130 Volume 1

Entire RFP

The Complete RFP document section-I does not specific any parameters or metrics to assess the 'Security Capabilities' of the Mobile Service Delivery Gateway. Request Department to Include new specs or Consider the following specs:-

Policy enforcement Enterprise security

Quota mgmt. & rate limiting Content-based routing

Response caching, load-balancing and offload processing

Message format & transport protocol mediation Message format & transport protocol mediation

Bidder to suggest security testing criteria

131 Volume 1

Annexure Annexure-1 : Functional and Technical Feature Compliance (Product Features)

"Platform and service offerings should meet TRAI &

DOT guidelines"

There are no known guidelines that TRAI and DOT publishes for Technology vendors - for Mobile Platforms or API or Gateway providers. Request MeeSeva to kindly clarify what are the specific guidelines or the documents for us to verify and validate

Bidder is also required to comply with the regulatory requirements which may be enforced in future

(42)

1

Entire RFP

Would all API's be provided by the department for development or IA would be responsible for API Development as well ?

All APIs would be provided by ESD. Refer to Volume 1, Section 7.1

133 Volume 1

Entire RFP

Security is a very important area for MSDG Platform . So if their are Products in the market which can cater the requirement well should they be considered.

Bidder to suggest alternatives with associated risks & justifications

134 Volume 1

General ESD will bear expenses. Who will bear the SMS charges For pull and push

Refer to Volume 1, Section 10.4 135 Volume

1

General Who will bear charges for integrating with payment gateway

Integration to be carried out by the Bidder, PG charges to be paid by ESD

136 Volume 1

General For USSD integration involvement of multiple telecom operators would be there and requirement of a tri-party agreement would be necessary . so kindly clarify department would facilitate the tri-party agreement

As per RFP , agreement will be between ESD and Telco

137 Volume 1

General

Kindly clarify the maximum number of fields that may be present in an application form

It will vary from service to service. Will be decided in due course for each service as and when rolled out

138 Volume 1

General Kindly clarify the maximum number of fields that may be present in an application form. If the filed count is more that 15, it would would challenging for mobile users

Noted

139 Volume 2

2 9 7 Says 360 days from date of agreement. Vol III, Page

36, clause 41.1 says Performance Security should be valid for a period of 3 months after the contract period (which is 36 months + 3).

Please clarify validity period

As per RFP

(43)

2

2 In case of BG, EMD shall be valid for 6 months from bid calling date

7 It is recommened that EMD validity be same as bid validity ie 180 days from submission

As per RFP

141 Volume 2

2 360 days from

the date of agreement

7 What should be the duration of the PBG ? Refer Volume 3, Clause 41

Should be valid upto a period of 3 months after the contract ( Renew after 360 days) 142 Volume

2

6 - 10 Diagram does not mention AppStore onboarding

requirements.

Other sections mention the same. We are assuming:

- AppStore is a requirement

- Citizen Service Apps will be tested, certified by 3rd party and onboarded by ESD

- Private Apps can also be onboarded subject to meeting ESD norms and revenue share agreed to - Private apps will be tested & on-boarded at a minimum fees as ESD should not take the costs - Once private apps are on-boarded, how will citizen know about the new app?

- How will private app provider compensated – manual/automation through SDP Please confirm?

Refer volume 1, Section 9.8 ,Section 10.3 &

other related sections.

(44)

2

4.6 In exceptional circumstances, the TSTS/ESD may solicit the bidders' consent to an extension of the period of validity. The request and the responses thereto shall be made in writing.

The bid security shall also be suitably extended.

However a bidder granting the request will not be permitted to modify its bid.

14 It is recommended that in case of extension of bid is required , TCS be allowed to modify the bis

As per RFP

(45)

2

4.12. Bid security i.e., Earnest Money Deposit (EMD)

4. Unsuccessful bidder's bid security (EMD) will be

discharged or returned as promptly as possible as but not later than thirty (30) days after the

expiration of the period of bid validity prescribed by TSTS.

15 Request to modify the clause as below:

4. Unsuccessful bidder's bid security (EMD) will be discharged or returned as promptly as possible as but not later than thirty (30) days after the expiration of the period of bid validity prescribed by TSTS or notification of award to the successful bidder, whichever is earlier.

As per RFP

(46)

2

4.12. Bid security i.e., Earnest Money Deposit (EMD)

6. The bid security may be forfeited:

a. if a bidder withdraws its bid during the period of bid validity or b. in the case of a successful bidder, if the bidder fails:

1. to sign the contract in time;

or

2. to furnish performance security in time.

16 Request to modify the clause as below:

6. The bid security may be forfeited:

a. if a bidder withdraws its bid during the period of bid validity or

b. in the case of a successful bidder, if the bidder, even after the deviations submitted by the bidder are considered adequately, fails:

1. to sign the contract in time; or

2. to furnish performance security in time.

As per RFP

146 Volume 2

5.5 Evaluation of Pre- qualificatio n bids

Pre-qualification criteria table SI No 5.

b. This platform should have handled live transactions in at least 3 of the following 5 channels as defined below:

19 We assume that the references of all the channels need not necessarily be from the same project. Can you please confirm this?

Customer citations required - can be from different projects as long as it meet the minimum volume

(47)

2

5 5.5

S.No.5.a

19 Request to consider:

The Bidder should have experience in platform/

Mobile Applications which are Commercially deployed in at least 2 entities - (i.e. in Telecom Operators or Banks or Central /State Governments/PSUs) in India or in equivalent authorities in Countries outside India).

As per RFP

148 Volume 2

5 5.5.5.a 19 We have used the Platform to develop our B2C Apps which have more than 1 Lac downloads and more than 10 Lac transactions monthly. Please allow to geve self attested certificates with Play store and Analytics snap shots

As per RFP

149 Volume 2

5 5.5.5.a 19 One of the project that we are working on National level is under deployment. Please allow to share Work Order along with Self Certification

Commercially deployed platform means platform which is live.

150 Volume 2

5 5.5.5.c 19 We have developed B2C App for which we have more

than 1 Lac downaloads and huge transactions by customers have all these payment modules

connected. Please allow this App in eligibility with self certification

As per RFP. Downloading is not verifiable

(48)

2

5.5.

Evaluation of Pre- qualificatio n bids

The platform proposed by the bidder or prime bidder in response to this

RFP 5. Relevant Past

Experiences a) Platform must have been Commercially deployed in at least 3 entities - (i.e. in either Telecom Operators or Banks or Central /State

Governments/PS Us ) in India or in equivalent authorities in Countries outside India).

b) This platform should have handled live transactions in at least 3 of the following 5 channels as defined below:

19 Request you to change as below.

The platform proposed by the bidder or prime bidder in response to this RFP Since these are new digital initiatives, the qualification criteria should be satisfied either by SI or by the OEM.

The criteria is self-explanatory - we are referring to the platform proposed by the bidder / prime bidder and is either by the SI or the OEM

(49)

2

5.5 5.5- Pt 5 19 Please include SSDG related past experience also and make it optional with MSDG past experience

requirement so that the bidders having successful experience in SSDG alone can also participate

As per RFP

153 Volume 2

5 5.5 19 Request you to modify as The Bidder or Prime Bidder should have a minimum annual turnover of Rs. 500 Crores per year during the last 3 financial years (FY 2013-14, FY 2014-15, FY 2015- 16) from Information Technology related services

As per RFP as more bidders are desired.

154 Volume 2

5 5.5 19 Kindly modify as The bidder should have a positive networth of Rs.300 crores for last 3 consecutive years (FY2012-13, 2013-14 and 2014-15) OR (FY2013- 14,2014-15 and 2015-16).

As per RFP asmore bidders are desired

(50)

2

5.5.Sl.No.3 The Bidder or Prime Bidder should have a minimum annual turnover of Rs.

30 Crores per year during the last 3 financial years (FY 2013- 14, FY 2014-15, FY 2015- 16) from Information Technology related services

19

We are request you to please amend the clause as “The Bidder or Prime Bidder should have a minimum average annual turnover of Rs. 25 Crores during the last 3 financial years (FY 2013-14, FY 2014-15, FY 2015- 16) from Information Technology related services

156 Volume 2

5.5.Sl.No.5 - Relevant Past Experience

The platform proposed by the bidder or Prime bidder (In case of Consortium) in response to this RFP:

19

We request you to please amend this clause as

“The platform proposed by the bidder or Prime bidder / Consortium Partner (In case of Consortium) in response to this RFP:”

(51)

2

2) In case of consortium, the consortium partner individually to have 10 Cr per year as minimum turnover during the last 3 financial years (FY 2013 -14, FY 2014-15, FY 2015-16) from Information Technology related services

19 Request to change to “The prime bidder should have positive net worth & cumulative turnover of Rs. 25Crs.

from last 3 financial years i.e. (FY 2013 -14, FY 2014- 15, FY 2015-16) from Information Technology related services

As per RFP

(52)

2

The Bid can be

submitted by an individual organization or a consortium of companies having maximum 2 members. In case of a consortium, the same shall be formed under a duly stamped consortium agreement and signed by the authorized signatories of the companies.

In the event of a consortium, one of the partners shall be

designated as a

“Prime Bidder”.

Prime Bidder shall be solely responsible for the successful completion of the entire project.

19 Request to allow upto 3 consortium partners namely 1. Platform vendor, 2. Telecom partner 3.

Implementation partner

As per RFP since Telecom infrastructure is by ESD

(53)

2

5.5 2 19 Maximum 2 members means 1 Prime bidder

and 2 Consortium Partners or not? If not please allow 2 Consortium Partners

As per RFP

160 Volume

2 5.5 3 19 Allow consortium partner minimum turnover

2Cr per anum for last 3 years or 6 Cr for last 3 Years.

As per RFP

161 Volume 2

5.5 5.a 19 Documets can be submitted as copies of work orders in case of ongoing projects and - Copies of work order along with completion certificates can be submitted for completed projects

Commercially deployed platform means platform which is live.

162 Volume 2

5.5 5.B 19 We request you to change the clause to "This platform should have handled live

transactions in at least 1 of the following 5 channels as defined

As per RFP - since the platform should be proven one.

(54)

2

5.5.

5. Relevant Past Experiences IVR: Minimum 100,000 voice calls(inbound or outbound) in a month

SMS: Minimum 1 million SMS in a month

USSD: Minimum 100,000 USSD requests in a month Mobile Web:

Minimum 2 mobile web applications (2 citations from the customer required along with the details of the mobile web application and URL) Smart Client:

Minimum 2 Smart Client applications across multiple mobile operating systems one of which must be Android (2 citations from the customer

20 The qualification criteria should be satisfied either by SI or by the OEM. Since the initiative is new, digital and the acceptance of the web / mobile methods were not so popular earlier, request you to reduce the volumetrics.

Qualification criteria can be either by the SI or the OEM

(55)

2

5.5.

5. Relevant Past Experiences c) The Proposed platform must have handled mobile payments through one of the modes defined below:

1. Payment gateway integration to process Card based (Credit / Debit Card) payments 2. Account based (UPI/IMPS or Direct Account Connectivity) payments 3. Wallet based payments d) The

installations cited to address the requirements specified under sections 5b, 5c must have gone live in the last 5 years (calculated backwards from the date of publishing of tender)

20 The qualification criteria should be satisfied either by SI or by the OEM.

Qualification crateria can be either by the SI or the OEM

(56)

2

5.5 SL. No 5 20 what is outbound in IVR mean? do you need Voice blast?

Understanding is correct 166 Volume

2

5 5.5 20 Kindly remove this clause As per RFP

167 Volume

2 5.5 5.C 20 We request you to change the cluse to "The bidder should have expertise in payment gateway integration"

As per RFP

168 Volume 2

5.6 (d) Preference to domestically manufactured goods

21 Will any price preference be given to domestic products or will equal weight age given for two equally priced similar products?

As per RFP

169 Volume 2

III. Prior Experience

24 The qualification criteria should be satisfied either by SI or by the OEM.

Qualification crateria can be either by the SI or the OEM

170 Volume 2

5.17 The FAT may be carried out by ESD (MEE SEVA) or 3rd party selected by ESD (MEE SEVA). The FAT will be completed within 3 months of starting the FAT activity.

29 Request clarification as vol 3 of the RFP suggests FAT to be completed in 4 months and the entire

implementation timeline is 12 weeks which is 3 months. Please provide clarity on the timelines.

As per RFP. Efforts will be made to complete FAT as quickly as possible.