Commercial Taxes Department

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REQUEST FOR PROPOSAL (RFP)

For

“Annual Maintenance Contract (AMC) and Facility Management (FM) Services of IT Infrastructure”

For

Commercial Taxes Department

Government of Telangana and Andhra Pradesh

May, 2017

Prepared by

Telangana State Technology Services Ltd., 1st floor, C-Block, BRKR Bhavan, Tankbund Road

Hyderabad – 500 063.

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. Page 2 of 84 Proprietary & Confidential

No part of this document can be reproduced in any form or by any means, disclosed or distributed to any person without the prior consent of TSTS& Commercial Tax Department of AP

and TS ,except to the extent required for submitting bid and no more.

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Section-1. Invitation for Competitive bidding

“Annual Maintenance Contract, Facility Management of IT Infrastructure” For Commercial Taxes Department

1.1. TSTS on behalf of Telangana and Andhra Pradesh Commercial Taxes Department is inviting the bids.(As the infrastructure is shared between both the states)

Tender Call notice for “Annual Maintenance Contract & Facility Management of IT Infrastructure for Telangana and Andhra Pradesh Commercial Taxes Department”

1.2. This Schedule of requirements consists of AMC & Facility Management for Servers, Computers, Desktops, Printers, Network items, Modems, UPS and Leased lines for the States of both AP and Telangana.

1.3. Time schedule of various tender related events:

Bid calling date 18.05.2017

Pre-bid conference (Date, Time &

Place)

24.05.2017 @ 11:30 AM in APTS Conference hall, 4^th floor, BRKR Bhavan, Hyderabad Last date/time for receipt of

clarification from bidders 24.05.2017

Bid Closing date and time 31. 05.2017 @ 03:00 PM Pre-qualification bid opening date 31. 05.2017 @ 03:30 PM

Bid Document Fee Rs.25,000/-

Contact Email

mngdirector-tsts@telangana.gov.in, rpushpa-tsts@telangana.gov.in, ap_addlcomp@apct.gov.in, jc_comp@tgct.gov.in,

sridarachary-tsts@telangana.gov.in

Reference No. TSTS/CS/CTD-FM&AMC/2017

1.4. The firms who are interested in participating in the bids may please ask the contact person for details or visit http://www.tsts.telangana.gov.in, www.eprocurement.gov.in.

1.5. A complete set of bidding document prepared by TSTS may be obtained by interested bidders on the submission of a written application addressed to “The Managing Director, Telangana State Technology Services Ltd, BRKR Bhavan, Hyderabad” by paying a non- refundable amount indicated above in section 1.3. The payment can be made in the form of Demand Draft drawn in favor of “The Managing Director, Telangana State Technology Services Ltd., payable at Hyderabad (India)”.

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Section-2. Pre -Qualification Criteria

The bidders participating for AMC& FM

Services

, should meet the below criteria:

1. Bidder must be an IT company registered under companies Act, 1956 & also registered with the VAT/Service Tax authorities and must have completed 5 years of existence as on Bid calling date. Bidder should have a registered office at Hyderabad along with a registered office at Vijayawada/Visakhapatnam/Guntur in Andhra Pradesh as on Bid Calling date.

Supporting Documents required: RoC, PAN, Service Tax Registration Certificate copies showing the address of the Registered Offices in both the States, to be submitted. To Enclose with P 1 Form

2. The bidder shall have an annual turnover of at least Rs.20.00 crores from IT/ITES related Services in each of the last 3 financial years i.e. in 2013-14, 2014-15 and 2015-16. The bidder should be a profit making enterprise with positive net worth in the past 3 financial years(2013-2014,2014-15,2015-16).

Supporting Documents: Should submit certificates from a Charted Accountant, or ITRs along with extracts of the balance sheet to support this claim. To enclose with Form P 2 Form.

3. The bidder should have service centers in all districts in both the states of Andhra Pradesh and Telangana , including Hyderabad and Vijayawada.

Supporting Documents: Details of Service centers along with Address and contact details to be submitted in Form P3.

If no service centers are available in the districts, an undertaking in this regard should be submitted on the company letterhead stating that the Service centers shall be opened within 15 days from date of issue of LoI.

4. The bidder must have on roll at least 150 qualified professionals with skills in the area of software development &maintenance database management, networking, system integration, & prior experience in providing the Data center Infrastructure maintenance services as on date.

Out of the 150 qualified technical staff, the bidder should have at least 5 ITIL certified resources and 10 resources should be ISO 27001 lead Auditor or Lead Implementer or certified internal auditors or 15 Security certified professionals.

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. Page 6 of 84 Supporting Documents: Should submit an undertaking on its letterhead duly signed by the authorized representative declaring the availability of the qualified staff with their education qualifications and skill sets in Form P4.

5. The bidder should possess the following valid quality Certifications as on bid calling date:

 ISO 9001:2008 certificate for facilities management/ system integration and outsourcing services.

 Should possesses ISO 27001:2005 / 2013 (implementing and managing Data center) Supporting Documents: Copy of the valid certificate as on bid calling date and undertaking to renew the certificate from time to time to be submitted.

6. The Bidder shall have experience in ALL of the following areas in the last 3 financial years:

A) Maintenance of Data Centre

 Experience in setting up of or executing AMC for at least 2 Data Centres of Tier-II or above for any Central/State Government/PSU/Reputed Private sector Organizations in India

 Experience in maintenance of various servers with services running on them; Specifically, handling servers in Datacenter comprising of servers with mixed configuration like Sun Solaris, Windows, Databases like Oracle, MS-SQL and EMS like CA tools e-Health, spectrum, sysedge etc.

 Experience in maintenance of RDBMS such as Oracle, SQL Server, DB2, D2K.

 Experience in Handling Data backup devices.

 Experience in Handling Virus, Spyware and Malware through anti-virus, anti spyware tools and such other tools.

 Experience in handling custom applications & hosting the applications.

B) Maintenance of IT Hardware

 Experience in Maintenance of Desktop Systems, Laptops ,tablet PCs and maintenance of peripherals like LaserJet Printer, DeskJet Printer and Dot matrix-printers

 Experience in handling minimum 1000 Desktop Computers as on bid submission date.

C) Maintenance of Networking / other IT related infrastructure

 Experience in Handling of minimum 100 MPLS-VPN/leased lines of a single customer

 Experience in maintenance of networking tools and devices like Routers, Switches, , Network cabling, RAS, Load Balancers, , Spam Filters, modems and firewall.

 Experience in Maintenance of Stabilizers/ /UPS and data centre power supplies.

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 Experience in maintenance of Air Conditioners associated with the Data Centre/ Offices either directly or through back to back arrangement with vendors.

D) The bidder must have experience in Help Desk Management & Multi-vendor hardware management.

E) The bidder must have experience of providing at least 50 members of Technical support manpower as Facility Management Services to any Central/State Government / PSU in India in last 3 years.

Supporting documents: Work order copies, Satisfactory Performance letters from the client. These are to be submitted to support the claim along with Forms P5, P6, P7, P8 7. The bidder should not have been black listed by any State Government, Central

Government or any other Public Sector undertaking or a Corporation or any other Autonomous Organization of Central or State Government as on bid calling date.

Supporting Document: Self-Certificate declaring that the bidder is not black listed to be enclosed in the bid.

Note: The Bidder has to enclose valid documentary proof for the above items along with Pre- qualification bid itself.

Important Note:

1. Consortium bids are not permitted in this tender.

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

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

4. Relevant supporting documents (ink signed) should be furnished without fail otherwise the bid is liable to be treated as “non responsive”.

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

6. An undertaking from Supplier is required stating that they would facilitate the Tenderer on regular basis with the technology/product updates and extend support for the warranty and AMC period as well.

7. The Bidder shall have sufficient technical expertise, relevant experience and requisite

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. Page 8 of 84 infrastructure to execute the project.

8. Bidder shall include among other things, objectives of the Bidder, the proposed management structure, contribution of each constituent, role and responsibility of each constituents covering all aspects of the planning and successful execution of the work, the commitment of the constituents to the joint and several liability for due performance.

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

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

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Section-3. Scope of Work

3.1. Introduction to the Commercial Taxes Department

The Commercial Tax Department (CTD) is the largest revenue generator of the state, contributing over 60% of the state’s revenue under 8 different statues. However, of these eight, VAT and CST, contribute over 95% of the total taxes collected by the department.

Currently, the CTD operates at the following levels:

a) Data Centre at Hyderabad that is shared commonly by AP & TS as on date

b) Divisional offices: There are 13 Divisions in AP and 12 Divisions in TS. Additionally, there are 2 Appellate Deputy Commissioner (ADC) offices, 1 SR Office at AP and 4 ADC offices at Telangana

c) Circle Offices: There are 104(AP) & 96(TS) Circles. Additionally there is an LTU Unit in every Division.

d) Check posts: There are 18(AP) & 16(TS) check posts operating currently on the borders of Andhra Pradesh &Telangana State.

e) Head Office of Telangana is in Hyderabad and that of AP is in the Vijayawada.

All the Division offices, circle offices and ICPs / BCPs are well equipped with IT infrastructure (with high-end Data centre and special featured firewall configured for security) and also well connected to Data Centre at Hyderabad through Leased lines from BSNL and LAN for effective day to day tax administration.

The Commercial Taxes Department has automated its operations effectively using Information Technology. The IT infrastructure is now shared between the States of Telangana and AP. The IT infrastructure consists of various servers having different operating systems, RDBMS, PCs, Printers, Networking devices, Leased lines, Air Conditioners & Generators. The Network backbone for all the offices of the CT department is on BSNLMPLS-VPN/Leased leased lines across the state. To maintain the infrastructure effectively without any interruptions to its services (24 x 7 availability of IT infrastructure), the CT department is looking for a service provider who can offer AMC and FM services

The services may be provided as follows:

a) Common between AP &Telangana: Facilities management of Head Offices, including Maintenance of Data Centre including GSTN connectivity - Commonly shared by Telangana& AP

b) Exclusive Telangana : Facilities management services for field offices &Checkposts of Telangana- in the exclusive territorial jurisdiction of Telangana

c) Exclusive AP :Facilities management services for field offices &Checkposts of Andhra Pradesh- in the exclusive territorial jurisdiction of Andhra Pradesh

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. Page 10 of 84 For more information or latest happenings in the CT department, the bidders may visit the respective department portals at www.apct.gov.in or www.tgct.gov.in.

3.2. Scope of the Work for AMC & FM Services

The overall management & maintenance of Commercial Taxes Department Network and GSTN State Network includes administration of Servers, PCs, Printers, peripherals, Networking, ISP , leased lines &

UPS and the services running on them and also coordination with various vendors for supporting the operations.

The broad scope of work for Management and Maintenance services for IT infrastructure is as follows:

I) Network Management

 Overall Management and Maintenance of Networking by checking & Managing network status and taking remedial action in case of problems (Coordination with the service providers).

 Monitoring the leased lines/ISPs for the link availability and coordinating with the service providers such as BSNL and APSWAN and ISP providers.

 Onetime activity of visiting all the locations, check the network active and passive infrastructure, correct/repair any cabling issues that are noticed including cabling/proper routing of cables, document the network layout on switch/jack panel connectivity with port wise numbering for both LAN at branches and WAN for easy troubleshooting and smooth maintenance

 Coordinating with Service Providers in case of requirement of new lines / services/

Upgradations and shiftings.

 Coordinating with GSTN team on GSTN Connectivity.

II) Server Management

 Managing the servers on end-to-end basis like server administration, performance tuning, security, hardware and software support and upkeep of the server.

 Handling of OS related issues, installation of OS upgrades and patches, re-installing OS if required, periodic system performance tuning, monitoring server usage statistics, network OS support, and start up and shut down of servers.

 Capacity Utilization, Monitoring and reporting

 Storage Management which includes configuration and patch update.

 OEM Liasioning, Support to Application vendor

 Log clearance

 Ensuring DR site Replication

 Regular MIS report on hardware performance.

 Undertake Performance Tuning and ensuring optimum performance of the equipment supplied.

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 Server, and Network device configuration Storage and Backup Services

 Regular Backups and if required restoration

 The development of a detailed Backup plan and Test Procedures Plan;

 Backup of the data as per the backup policy

 Archival of the Backup as per the backup and archival policy.

 The installation and configuration of the Tape Library and backup Software according to the Backup plan;

 Management of Enterprise Wide Management System (SPECTRUM, E-HEALTH, DSM, SLMO, BRIGHTSTOR) for efficient management of components and services.

 Operational Support for the Commercial Tax Department Applications and other applications running and added from time to time.

 Providing Physical and Logical security for the Servers, Data, LAN and WAN. If tools are required to protect IT infrastructure, then Department will provide the same.

 Virus protection to the IT infrastructure for the CT Department.

 Electrical work inside data centre premises, when required

 Performance monitoring of all applications and providing reports on Session count,

 CPU/ Memory utilization and availability

 Preventive Maintenance

 Recommend HW Upgrade, On Approval Upgrade HW if needed.

 Assist government in decision making for addition/alternation of H/w, S/w with proper reports.

 Corrective Maintenance

 Configuration Management

 The vendor shall maintain and deliver all technical drawing/design, network diagram/design in soft and hard copy to Commercial Tax Department. Any change in it has to be follow by new version of drawing and designs in soft and hard copy. It will be property of Commercial Tax Department.

 To provide OEM ATS for all licensed system software like MS SQL, Firewall, Antivirus, MS office, CA Unicenter products, Sun Solaris, MS Exchange, Window Server Operating etc.,

 The F.M vendor has to provide the said ATS at competitive price as per the requirement in Annexure V

 Coordination in Migrating the Services to SDC / Cloud on department requirement.

III) Client End IT Infrastructure Management

 Over all management and maintenance of IT assets such as Desktops, Laptops, Tablet PCs, Printers etc. of the Commercial Taxes Department

 Replacement of hardware components as per SLAs defined.

 Regular Preventive Maintenance – Quarterly.

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. Page 12 of 84 IV) Helpdesk Services – IT and Dealer Helpdesk (ITIL Complaint Incident

management Process )

 Provide Help desk solution and manage Helpdesk that enables end users to log their complaints or requests and track the same till the resolution.

V) Manpower Deployment

 Deployment of manpower across various locations with the right skill set and as per the manpower deployment plan.

3.2.1. Detailed scope of the work

I) Data Centre and Network Management a) Sun Solaris Administration

Mission Critical VATIS application and its databases are running on SUN Solaris Servers. They are fully redundant with SUN Cluster. These servers should be administrated to meet the availability and optimum utilization of the resources.

Deliverables:

i. Managing the utilization of CPU, Memory and IO( MainlyDB and App Servers) ii. Monitoring the system status including the clusters

iii. System configuration (users, file systems, kernel, etc) iv. Managing the swap, software packages, etc

v. Updating the critical patches on regular basis vi. Planning the capacity growth based on actual load vii. Adding additional SAN LUNS and creation of file systems viii.Other routine systems administration tasks

b) Mail Server

i. Managing the operating system, cluster and Exchange system ii. Creation of mail- box, users, linking with ADS

iii. Quota Creation and extension

iv. Managing the mail-flow from external domain and internal users v. Managing the mail routing policies

vi. Managing the spam filter rules vii. Managing deal mail clean –up

viii. Monitoring the load of CPU, Memory and IO ix. Managing the mail-relay

x. Managing the archival and compliance of Exchange

xi. Formulation of backup policy and taking backups as per policy xii. Mail tuning and optimization performance

xiii. Daily analysis of Mail- errors and access logs xiv. Backup and restoration

xv. Mail Configuration tuning for optimum performance

xvi. Upgradation of Exchange 2013 to latest versions on customer procurement Provision of Redundancy based on H/w support from customer

xvii. Coordination in migration of email services to NIC/ ITE&C on customer requirement. ,

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. Page 13 of 84 c) Application Server

I. App server configuration (like IIS, DNS, Tomcat), tuning and monitoring II. App server System Administration

III. Restoration of App Server

IV. Daily analysis of error and access logs

V. Updating and modifications if any are required VI. Works related to customer Application hosting.

VII. Performance Monitoring, number of active/inactive sessions, CPU/Memory utilization VIII. Review of performance reports and updation to customer as desired

IX. Managing the Oracle/SQL Application/ Server d) Network Services

i. Network devices configuration, management and tuning for optimum performance ii. Network fault isolation

iii. Monitoring of network performance and escalation of performance deterioration to concerned authorities

iv. Implementation/modification of network routing policies, IP-addressing policy v. Real-time monitoring and deployment of network security measures 24*7*365 vi. Maintenance of network configuration, routing, IP-addressing documentation etc.

vii. Bandwidth monitoring and trending for the network

viii. GSTN Network Monitoring & Management as per state scope.

e) Network Management System

i. Maintenance and tuning of Network Management

ii. Formulation and implementation of network management policies.

iii. Monitoring of system performance using NMS, generation of reports, analysis of data iv. Monitoring of network equipments using CA products like Spectrum.

v. Monitoring of Bandwidth utilization for all Network equipments using CA products like E-health.

vi. Monitoring of Fault isolation in all locations using CA product like Spectrum vii. Monitoring of Performance of all network equipments which include CPU, viii. Memory utilization etc using CA products like E-health / Spectrum.

ix. Monitoring of Service availability/Delay of all network equipments using CA products like SLMO/E-health

x. Enabling problem reporting through the web xi. Maintenance of Fire wall

f) Network & System Administration.

I. Manage the Edge, Aggregation and core CISCO Routers II. Manage the Chassis Switch at Data center

III. Monitoring the leased lines/ISP using existing NMS tool IV. Coordinate with bandwidth provider for its availability

V. Troubleshoot the modem issues from remotely and at each site VI. Change management in all network equipments

VII. Manage VLAN, Access Controls in LAN

VIII. Update the ACLs in all routers as and when new apps added IX. Backup the router configurations on a regular basis

X. Change the WAN equipment passwords on regular basis XI. Check the logs of aggregation routers on regular basis XII. User level help in logging on to Network and other related XIII. Activities including FTP

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. Page 14 of 84 XIV. Network analysis and performance tuning

XV. Other related works

g) Information Security Management.

CTD datacenter has multiple applications having critical and confidential information. This information needs to be protected from unauthorized access. Also it should be ensured that access to right information made available only to the authorized personnel. The vendor should ensure that the IT &Security policy should be designed, implemented and maintained as per norms and Industry Standards.

Deliverables:

i. Manage the Clustered Firewalls, IDS and other security products ii. Monitor and update gateway security products signature

iii. Upgrade the recommended and stable versions of these products on a regular basis iv. Monitor and update the client antivirus packages

v. Update the critical an recommended patches of desktops OS, and other key licensed SW

vi. Manage the rules of Firewall and IDS

vii. Change the spam filter rules on a regular basis for effective spam filtering viii. Monitor the Firewall and IDS logs on a daily basis

ix. Verify the Security posture of key application and database servers

x. Conduct the Vulnerability Assessment test on a regular basis using appropriate tools.

xi. Internal audit on Security policies through cert-in empanelled agency auditors once in a year.

xii. Create a Minimum Baseline Security standards for All critical servers, DB, and Network devices / Security Devices and it shall be maintained

xiii. VA &PT – After the VA &PT remediation / FIX has to be carried on to the systems in scope. This should be critical fix, or Firmware upgrades etc.,

xiv. After the remediation, Confirmatory VA has to be done to ensure that all the identified vulnerabilities are fixed

xv. Firewall rule base optimization has to be done periodically

xvi. Once in half yearly / yearly, these learning has to be captured and the baseline documents should be upgraded.

xvii. IP&MAC Address Tracking : Use tools such as FIM Forefront Identity Manager xviii. Database Security : Ensure SIEM,Log Management

h) Data backup Services:

As per the polices of CTD the data available in the various critical servers should be backed –up in the relevant tape drives. CTD uses HP backup software and tape library.

Deliverables:

i.Monitor the backup jobs on a daily basis

ii.Re –run the failed backup at appropriate timings

iii.Add, modify the backup polices as per the requirements of CTD iv. Monitor the logs of backup software and tape library

v. Check restoration of backup sets regularly

vi. Make necessary capacity planning based on backup window

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. Page 15 of 84 i) Data Management:

Primary data of Mission Critical applications are in SUN SAN arrays. It has to be managed to ensure the optimum utilization and highest availability.

Deliverables:

i. Manage the SAN arrays

ii. Monitor the IO load on the controllers and its connected HBAs iii. Add, modify, and delete the RAIG groups, and LUNs

iv. Allocate the LUNs to the require hosts v. Manage the cache parameters as needed vi. Check the paths availability on a regular basis

vii. Check the SAN switch health and statistics on a regular basis viii. Manage the SAN replication between DC and DR

ix. Monitor the environmental statistics (temp, voltage, etc) on a regular basis j) Database Administration:

All Mission Critical applications of CTD are running on Oracle and MS Databases. Hence it very important to maintain these database status at its best in terms of performance, availability and security. DBA has to ensure these database response to the application demand is optimum.

Deliverables :( Database)

i. Monitor the load on the database periodically

ii. Add, delete and modify the various components of database

iii. Add additional database elements to increase capacity and performance iv. Apply critical and recommended patches as and when needed

v. Regularly verify the database backup

vi. Verify and ensure the database replication between Dc and DR vii. Provide capacity planning information to system administrator

viii. Maintaining standby databases with less than 30 minutes delay for reporting and recovery operations

ix. Monitoring and updation of Scheduled jobs for Data Transfer between applications x. Managing shell/ batch scripts for daily activities.

xi. Managing Grid Control for all databases

xii. Implemented and maintaining DB Alerting systems through e-mail/sms to the stake holders xiii. Generation of performance monitoring reports like ADDM, AWR and ASH etc.

xiv. Performance report Analysis and recommend relevant modifications for enhancing DB responses xv. Tuning of Database objects and Application Queries

xvi. Updating Security policies and implementing in the existing Databases.

xvii. Managing the clustered databases of Oracle and MS-SQL servers.

xviii. Creation of indexes, fragmentation, and queries/ Procedures etc tuning Deliverables:(Application)

i. Create Database Users/ Objects ii. Write SQL Queries for all applications

iii. Write Procedures, functions, Triggers, Cursors & Packages

iv. Daily monitoring of authenticity and integrity of transferred Data intra-applications v. Fixing the Data transfer issues and coordination with application vendors

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. Page 16 of 84 vi. Implementation and Generation of ‘Reconciliation’ process for online payments.

k) System Support

i. Installation and Reload Support on Desktop OS like Win 7/8/10, etc, Server OS Win 2012 UNIX, Linux, Sun Solaris, Office tools like MS office,, MS project, Lotus smart suit etc, IE etc.

ii. Installation and Reload Support for Server OS like Window NT Server, WIN 200x SCO UNIX, Sun Solaris, Other UNIX flavors or any other OS the department may buy etc.

iii. Installation and Reload Support Applications like MS Office, MS Exchange, Oracle, SQL Server etc (readily available Applications)

iv. Rectification of system software problems due to crashing or malfunctioning of the OS, RDBMS or front end

v. Installation and reload support for system software upgrades namely, OS, RDBMS, and front end as may be procured or supplied by Commercial Taxes Department/TSTS during the period of the agreement

vi. Guarding the systems against virus, malware and spy ware infections using the latest antivirus and anti spy ware tools made available by the Department. The facilitator will assist in selecting the latest anti virus tools from time to time to guard the systems against the virus.

vii. Installation and reload support for application software

viii. Data transfer from one machine to other or one location to other location.

ix. Data transfer from, to different offices of Commercial Taxes Department through leased lines etc.

II) DR site engineers:

i. Systems and network monitoring for regular replication of data from primary site ii. Escalation of any data errors to DBA

iii. Coordination follow –ups with respective vendors for their services

iv. Coordination with data center for ensuring replication is done up- to –date v. Daily/Weekly backup of data onto tapes

III) Hardware, User Software & OS Management:

CTD has desktop systems, peripherals, servers deployed across its offices; FM Service provider is expected to deliver the following services to meet the agreed SLAs.

Deliverables:

i. L1 remote diagnosis and spare triggering from RIM engineers ii. L2 onsite diagnosis and spare replacement at all locations iii. L3 Support on Critical and Complicated incidents from experts iv. Provide hardware for all equipments covered under AMC

v. Support for rebuilding corrupt OS and applications vi. Reinstallation of OS and data from back up

vii. Reinstallation of standard applications and front ends

viii. L1 support for standard application and application front end errors ix. L1 Support for application access related incidents

x. L1 support for mail clients, browsers, etc

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. Page 17 of 84 IV) Asset Management:

It is very important to track and manage the IT assets of the department to achieve various needs. The asset includes Hardware, Licensed Software, and Non-IT related to Hardware (UPS, AC, etc) support with proper End Point Management Software

Deliverables:

i. Initial asset reconciliation and database of assets creation ii. Tracking changes and updating asset database accordingly

iii. Reporting based on the assets for the purpose of procurement planning iv. Reporting the under and over utilization of assets

v. Reporting the excess shortage of assets versus users

vi. Enable effective tracking of the IT assets in the Department: The vendor should have an online Asset & Inventory Management system, preferably integrated with RFID passive tags to enable track systems over the network.

vii. It is necessary that the vendor uses an ITIL compliant Asset Management System /Tool like any End Point Management Software with functionalities such as Requisition, user-asset assignment, Stores etc

V) Warranty:

i. Some of the IT infrastructure procured by CTD is still in warranty with the OEM; some others have entered the AMC phase. The detailed list of equipment with warranty/AMC status is enclosed in the annexure to this RFP.

ii. The successful bidder has to provide all the warranty services, from the respective OEM and will be a single point of contact for all the AMC and FMS as part of the scope of this RFP.

iii. For those Hardware which carrying partial warranty the successful bidder has to extend FMS part and all call log for closure of the service request shall lie with the vendor.The successful bidder has to undertake the call log of those items which are part of the BoM provided in this RFP.

VI) Vendor Coordination:

CTD has got large range of IT equipments procured from various vendors over a period of time. It shall be the responsibility of the FM& AMC vendor for all vendor coordination for the products/services related to the It infrastructure described within this tender. It should also include coordination with bandwidth service provider. Further it is important to note that the vendor shall co-ordinate with software vendor to ensure the end-to-end access of the applications.

Deliverables:

i. Intimation of incidents related to third –party by appropriate method ii. Escalation of unresolved incidents leading to SLA violation

iii. Review meetings with vendors for improving SLA goal and achievements iv. Managing the spare movement between CTD and vendors

v. Travel and Other Miscellaneous expenditure shall be bidders responsibility.

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. Page 18 of 84 VII) Up gradation of Technology:

The Facilitator should constantly keep inform the Commercial Taxes Department about the technological updates for improving the service performance.

VIII) Help Desk Management:

It is proposed to have a helpdesk for Dealer and Department for both the states separately.

A) Dealer Helpdesk

The CT Dept has revolutionized its IT Services and has extended support to its key partners

‘Dealers’ who play a pivotal role in the smooth functioning of the CT Dept by facilitating access of certain online services to ensure trouble free and flawless transactions through internet. The CT Dept has designed and hosting some applications to provide online access and streamlined transactions. To ensure smooth and trouble-free access of these applications it is proposed to establish ‘Dealer Help Desk’ to handle Dealer related applications access issues. The dealer helpdesk shall operate from 10.00 am to 6.00 pm on all days (extendable in future to 24 X 7)

The Dealer Help Desk Services includes overall handling of the ‘Online Dealer Application’

related issues for all the registered dealers with CT Dept under APPT/TPT, APET/TPET, APLT/TLT, VAT and CST categories. Some of the key online dealer applications are listed as follows

 e-Returns/Invoice Tracking

 e-Payments

 e-Waybills/e TP

 e-Registration

 CDSC and e-DSC

 CT Dept portal

 Other online services

B) Departmental helpdesk: The departmental Helpdesk will operate from 10.00 am to 6.00 pm on all government working Days and will cater to the IT needs (Both Hardware & Software) of internal Departmental Users.

C) Detailed scope of the work for the Helpdesk of each State a. Help Desk Management:

Registered Dealers of CT Dept across the state of Andhra Pradesh &Telangana will be provided with a ‘Single Point of Contact’ for their online application related queries. They will have simple and effective incident reporting mechanism for getting resolution for their IT related incidents.

These operations will be backed up with appropriate tools which convenient to CTD for reporting and having the reports in various forms. The calls will be received on telephone and via mail. The Help Desk will be provided with an independent ‘land-line’ telephone for receiving the calls and reverting back to dealers as per requirement.

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. Page 19 of 84 A similar facility will be provided for Departmental Users.

The helpdesk shall log complaints of the users, issue the log ticket number and communicate the corrective measure.

b. Deliverables:

a) Single point of contact for raising tickets of all IT related incidents

b) Will be able to register application based queries incidents over phone, email and web c) Will be able to track their incident status at any given point of time

d) Will be able to provide feedback to the dealers on the incidents resolved e) Will be able to escalate various incidents based to severity level to respective

stakeholders

f) Help Desk team will handle all online issues related to dealer applications

g) Help Desk team provide remote support over phone and using remote desktops tools h) Help desk Team will be able to segregate the incidents and assign t the right resource for

quicker resolution

i) Help Desk team will coordinate with respective Software vendors in CCT Building for obtaining resolution on complex issues within the specified TAT

j) Escalate complex and crucial issues to Service Manager

k) Coordinate and liaise with Software and Technical Team in CCT c. Service Window

The service window for Dealer Help Desk services is 10.00 am to 6.00 Pm ( Extendable to 24 X 7 in future). More emphasis and focus is laid on the resolution of the call on same day itself.

However, certain critical and crucial issues where technical support is required, the issues will be directed to the concerned technical team who has designed the application and seek solution within the minimal time span. The coordination and follow-up with the software technical team will be handled by the Service manager who will drive the activity and seek update from the same within the specified time frame.

d. Call Management Software: The vendor should deploy and maintain an ITIL Compliant Call Management Software, (raising ticket, Flow, escalations configured to send periodic alerts to concerned Dept officials, MIS reports etc). This shall be maintained for both Dealer calls &

Department Calls.

D. Man power Requirement for Helpdesk:

 Help Desk Representative:

a) Sound knowledge of Internet and e-mail Usage with knowledge in .NET and JAVA b) Good communication skills and ability to convince the end-users politely

c) Speaking and writing knowledge of English, Hindi and Telugu d) Ability to resolve calls online during the conversation

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. Page 20 of 84

 Service Manager

a) Familiar with Software and e-services b) Supervise all help desk operations

c) Team Coordination, training and knowledge sharing

d) Familiar with eServices and possess Basic Technical knowledge about eServices e) Act as bridge between Dealers and CTD Technical Team

f) Responsible for effective and efficient resolution of dealer issues through Help Desk within least possible time

g) Keeping dealers informed about the progress in resolving issues h) Strong liaison with the Technical Team in CCT

The manpower may be supplemented based on the requirement at a future date.

e. SLA Management:

Achieving SLA and improving it further will depend on the some of the key methods outlined below.

a) Establishing best practices for help desk b) Quick resolution of issues

c) Clear escalation matrix with regular updation d) Respond and update information for every user e) Continuity Training to Help Desk Team

f. Provision of Space for Helpdesk:

For helpdesk, the facility space, intranet, e-mail, phone connections will be provided by CTDs of both the States.

IX) BMS (Building management system) Personal Scope in CTD Data centre exclusively for Telangana:

o Single Manpower (Person) Availability as per Customer Business hours.

o Scheduled or occupancy sensor lighting controls and Air-conditioning systems in Datacentre and GSTN Room.

o Coordination on Emergency power generators and automatic transfer switching.

o Uninterruptible power supply systems.

o Life safety systems (fire alarm, fire protection; Pest control systems).

o Electrical Systems in Data centre.

o Equipment sound controls and testing.

o Security systems like Building Surveillance system monitoring and Physical Access control systems.

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. Page 21 of 84 3.2.2MAN POWER REQUIREMENTS for Facility Management Services:

The personal proposed to be deployed by the vendor shall have the required qualifications as stated in ANNEXUREs in this RFP. Manpower/FM personnel proposed to be deployed at the site should be on rolls of the bidders organization as on the Contract Signing Date.

It is important to note that

a) The Resumes of all the proposed manpower shall be submitted at the time of the technical presentation.

b) On awarding of the contract, before deploying the resources, they shall be screened by teams of CTD officials of TS&AP and TSTS/APTS team as applicable.

c) In case of any Employees leaving the organization, it should intimated well in advance (i.e before 2 Months) to the respective CTD and equivalent work force should be replaced with immediate effect otherwise penalty may be imposed.

3.2.3. Maintenance Services (MS):

This category includes comprehensive maintenance for the equipment with or without parts warranty from the original supplier as the case may be. This category includes all equipments including backbone cabling and structured cabling, switches, Firewall, Routers, modems, network, racks, Servers, Desktops, Printer, CVTs, UPS and other Peripherals. The services consist of preventive and corrective maintenance and include carrying out the necessary repairs and fittings of replacement parts. The Maintenance Services can be divided into the following broad categories.

a. Server Systems:

i. Servers ii. UPS for server

iii. Storage system like SAN/NAS,

iv. Networking equipment such as Switches, Firewall, Router, Hubs, Modem, LAN including structured cabling.

b. Desktops, UPS/CVT/Stabilizer for desktops and peripherals.

c. It is the responsibility of the F.M to verify the condition of the batteries attached to UPS and to certify whenever they are require to be replaced. The downtime due to failure of UPS is to the account of the FM Service provider.

d. Air Conditioners

3.2.4 Runtime : The runtime or utilization time for the IT equipment shall be as follows:

1. Servers System(s): The run time for Servers and Server system is 24 hrs x 365 days.

Here the Server Systems refers all the connected components to the server such as Networking equipment, Power supply systems (UPS) etc.

2. Desktops and peripherals: The run time for the desktops will be from 10.00 AM to 6.00 PM on all working days.

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. Page 22 of 84 3.2.5. Downtime

Down Time is defined as the time during which the systems and/or services running on it are not available or are deemed to be not available to the users in part or full due to any non – functioning, repairs / problems etc. The penalty for downtime will be counted from the time problem is reported to the bidder electronically or telephonically or by such other means till problem is solved / rectified to the satisfaction of user. Penalty shall be applicable once the admissible down time is crossed. The admissible down time is computed as per the following rules:

a. Maximum Admissible Downtime:

i. Server System - Maximum 12 hours calculated over a period of three months.

ii. Clients and Peripherals - Maximum 20 office hours calculated over a period of Three months.

iii. Services running on Servers: maximum 12 hours calculated over a period of three months

Note:

1. Maximum down time in a day will be equal to run time even if machine is down for 24 hrs. ie., if Desktop is down from 9 am to 9 am (next day) the total down time will be 8 hrs. (10 AM to 6 PM) and not 24 hrs.

2. In case of intermittent failures and repetitive problems due to improper diagnosis or repair, the system, will be treated as continuously down from the time of first fault reporting.

3. Deemed down:A system although up but is not able to deliver services because of non-availability of connected system. For example, if switch is down, all PCs connected to it will also be deemed as down. If server is down, all PCs connected to it will also be deemed as down.

4. Few Example of down time calculations:

a. When server is down - Server and all hardware connected to server directly or Indirectly will be deemed as down.

b. When Hub/Switch is down - Hub/Switch and all other related items connected to Hub/ Switch.

c. Only PC is down - PC d. Only Printer is down - Printer

e. Router and Modem - Entire office h/w are down.

f. Leased line down between DC and CTO Office - Entire CTO office will be deemed as down.

Leased line down between HQ and DC office - All CTO offices connected to DC office, DC office, leased line components at head quarter, DC office and CTO offices will be deemed as down.

3.2.6. Maintenance and Warranty

As the scope of the work at the site includes both new systems as well as the systems already existing in the departments, procured either through TSTS or on their own, a unique

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. Page 23 of 84 maintenance policy cannot be formulated at present. Hence the Comprehensive Maintenance Services have been broken down into two categories as given below:

i. Maintenance Services for equipment not covered under Parts Warranty from Original Supplier.

ii. Maintenance Services for equipment with Parts warranty offered by the original supplier.

3.2.7.The facilitator shall provide maintenance service against all risks, except those risks covered by Force Majeure conditions, for both categories as follows

i. Preventive maintenance and carrying out the necessary repairs and fittings of replacement parts wherever applicable. Replaced parts become the property of Facilitator. Preventive maintenance shall not be attended during run / office time.

However preventive maintenance which does not effect normal operation can be attended during run time with the permission of user. Preventive maintenance shall be carried out at least once in a Month.

ii. The bidder is required to maintain the adequate stocks of spares to meet the requirements. The Dept., and TSTS reserves the right to verify the stocks at any point of time.

iii. Wherever a component has to be replaced, it shall be replaced 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 specifically approved by the Dept., or TSTS.

iv. The Facilitator, may if so advised technically, get a dysfunctional hardware component repaired in lieu of its replacement, subject to ensuring the overall compliance of the requirement of up time.

v. The Facilitator shall ensure that all the replacements and components used in the process of restoring systems are genuine and original.

vi. The essence of the hardware maintenance contract is to ensure that all the components of hardware work perfectly in unison and deliver rated performance during the period covered by the agreement between the Facilitator and the Department and that the systems uptime is up to the standards prescribed.

vii. The maintenance service does not include.

1. Magnetic media like magnetic disk packs, cartridges, floppy diskettes, magnetic tapes, tape cartridges and cassettes, CD-ROMS, MODs.

2. Accessories like spools, take up reels, containers, straps, write-protect rings etc.

3. Stationery items including carbon papers and paper tapes.

4. Consumables like print bands, ribbons, daisy wheels, ribbon cartridges, ink, electronic print heads, plotter pens, transparency films, and batteries for UPS/Laptops, fuser assy/Teflon sheets for Laser printers.

5. A non-functional part like covers, castors, stands etc.

6. Any item burnt due to site problems

7. Warranty equipment maintained by other vendors

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. Page 24 of 84 3.2.8. Coordination

The selected Bidder shall co-ordinate with other vendor(s) for replacement of any defective item for the equipment, which are under warranty at the time of contract signing and also under warranty during contract period. However, it is the duty of Facilitator to ensure required uptime.

3.2.9. Electrical Maintenance:

The Selected Bidder shall deploy dedicated electrician to ensure uninterrupted services for the scope mentioned above during the contract period. He shall ensure that the no systems shall be down due to electrical related problems as long as the power is available at socket in the Room.

The down time due to this reason will be to the account of facilitator. One Electrician should be deployed at O/o the Commissioner, Commercial Taxes Department, Hyderabad, GoTS and GoAP.

3.2.10. Obsolescence:

If the systems/spares are not serviceable due to obsolescence of same (e.g.) 8088, 286, 386, Pentium, Pentium I Motherboards, Celeron, PII, PIII, door locks, biometric equipment, burnt/damaged items due to site problems, old aged air conditioners, CGA, EGA, Monitors, 20MB/ 40MB/ 120MB/ 240MB/ 580MB/ 1GB/ 1.2GB hard disks etc. online UPS with capacity <

2KVA with batteries, the Facilitator will furnish the list of such items after an inventory of the equipment is taken and submit to the Dept for taking further action.

As part of up gradation/ integration, at mutually agreed cost to the customer’s account as per prevailing market rate, after taking approval from Dept., /TSTS

1. Obsolete items as mentioned above 2. Any future upgrades in any office

3. New equipment procured by department ant to be integrated in data center 4. Any physical/logical security measures taken extra for data center

3.2.11 Other Miscellaneous Items relating to execution of AMC & FM jobs A. Access to the Equipment and Information:

a. The Department shall give Facilitator required access to the equipment to enable maintenance services.

b. The Facilitator shall submit the list of authorized personnel being deployed and issue them individual Photo Identity cards with the approval of the CT Department.

c. The Department shall ensure compliance of the technical instructions and guidelines suggested by the Facilitator for the proper running of the systems by the operational staff of department subject to the condition that it does not hamper work in any way.

d. Confidentiality of information: The facilitator and its staff shall maintain strict confidentiality of information. No part of information can be disclosed to any party in

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. Page 25 of 84 any form during the contract period or thereafter. The incidental disclosure of information to facilitator and its staff is just for carrying out the job assigned and no more. Any violation or attempt of violation may lead to legal action under appropriate law.

B. Contract Execution

a. Support/On-site Engineers: Facilitator shall position required number of Support / On- site engineer(s) for maintaining the systems for AMC Support.

b. Facility Management engineers: Facilitator shall position FM engineers as defined in the RFP. The Facilitator will deploy more manpower as and when required by the CT Department on proportionate cost basis.

c. Taking over of additional equipment for maintenance: Any equipment added to the existing equipment/infrastructure for maintenance shall be taken up for maintenance with immediate effect. But for the purpose of payments it shall be deemed to have been added from the 1^st day of next quarter. Similarly, any deletion of equipment from CT Department will be deemed to have been deleted from 1^st day of next quarter.

C. Maintenance Call Record (logbook):

A record will be kept about machine failure, which shall have the following parameters:

(Format enclosed as Annexure-IV) 1. Nature of failure

2. Date and time of booking of the complaint 3. Date and time the machine became operational.

4. Downtime.

This record will be recorded and signed by the service engineer of Facilitator and Department representative. The facilitator has to install application software, for call registration, monitoring and calculation of downtime of each call/system and for generation of necessary periodic up time/down time reports.

3.2.12– Other Important clauses

a) All Taxes and duties leviable, both by either state or central government will be the responsibility of Service Provider only. Charges quoted should be inclusive of all types of Taxes.

b) All unit rates indicated shall be inclusive of installation, duties, transport, packing and transit insurance charges etc.

c) Deduction of taxes at source will be made as per applicable laws from the payments to be made to the selected Vender

d) The Vendor should raise separate invoice for services rendered in the field offices &

Checkposts of Telangana and Andhra Pradesh State in the name of respective Commissioners.

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. Page 26 of 84 e) As on date, the Data Centre is combined for both AP &Telangana and the Invoice for

FM,AMC and ATS for the Data Centre to be raised in the names of the Respective Commissioners in the prescribed ratio. (58.32% : 41.68%).

f) Invoices to be raised from respective states separately.

g) The GoAP & GoTS will enter into separate Contract Agreements with the identified Vendor for the arrived value.

h) Bidders are requested to submit separate financial forms for Telangana State & AP State and one for Common services between TS & AP.

i) Whenever, the state of AP decides to shift it’s Data Centre to Andhra Pradesh, the responsibility of the shifting the Data Centre to the new location shall lie with the vendor. Once the data centers are bifurcated, the vendor has to bifurcate/ appoint/

required staff at both CTDs to man the individual Data Centers as per the terms and conditions of RFP. The cost of such shifting (only Transporting cost) shall be borne by the CTD, AP as and when such shifting occurs.

j) Enable effective tracking of the IT assets in the Department: The vendor should have an online ITIL Compliant Asset & Inventory Management system, preferably integrated with RFID passive tags to enable track systems over the network.

k) Helpdesk/ Service Desk with Call management & a tool for incident management: The FM&AMC vendor has to provide 24/7 Helpdesk service for both the State respectively CTDs. Moreover, a complete automated solution to log all calls for help and to track their resolution is mandated.

l) Similarly, a Fault management system for Data centre may be maintained.

m) Travel by Technical Staff of the Vendor: In the light of the forth coming GST regime it is necessary for the technical staff to attend various meetings being organized by GSTN or any other organization anywhere in India. The department may request the technical team to attend the same as per necessity. The expenditures like Travel, boarding and lodging etc., have to be borne by the Vendor himself. The vendor may include these costs in his bid.

n) Integration with GSTN: The vendor is expected to co-operate and contribute in all areas involving GSTN readiness of the Department such as integration with GSTN equipment.

o) In case of any third party Audit which shall be carried out by the agency appointed by the Government/CTDs, the vendor will be expected to co-operate and any suggestions made by the third party shall be implemented without additional cost.

p) Periodic and proactive updation/alerts to department officials on issues and ensuring timely resolution.

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. Page 27 of 84 q) The Identified Service Provider may deploy manpower at the finalized man-month rates on

request from GoAP

3.2.13 Vendors have to give a quote for

a. Manpower rate for each person from FM and AMC engineers as shown in table 5 b. Regular AMC charges for all equipment with item wise rate mentioned

c. Incidental travel related to GSTN or any other organization 3.2.14. Contract Period

The Contract period for AMC & FM, will be for ‘1’ –One year initially which can be further extended for one more year on satisfactory performance as per the same terms and conditions. The contract Period starts from the date of signing contract and the service to be provided comprehensively on end-to-end basis.

3.2.15. Review

Both CT Department (AP and TS) shall conduct periodical reviews from time to time by examining the automated reports generated by bidder such as downtime reports, uptime reports, logbooks etc.

The vendor shall conduct periodic review meetings with their internal team and submit report and any escalation issues to the Department.

3.3. Role of the Department

1. Entering the agreement with Bidder.

2. Checking up of the daily back up of the data.

3. Receiving all deliverables (services) from the identified bidder and certification.

4. Monitoring & Reporting.

5. Release of payments to bidder as per Payment terms

6. The Department to make the site ready as per the agreed specifications, within the agreed timelines and the identified bidder shall not be in any manner be liable for any delay arising out of Department’s failure to make the site ready within the stipulated period.

7. Department should facilitate the bidders with the license key numbers of the Software items Commonly shared between GoAP & GoT.

3.4. Role of the Successful bidder

1. Entering the agreement with the Department.

2. Providing Staff and Services as defined in the scope of the work.

3. Providing time-to-time reports on the availability of the IT infrastructure to the Department officers.

4. Maintaining the Confidentiality of the Department data.

5. Reporting.

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. Page 28 of 84 6. Undertake any other service not mentioned in this RFP but requires to meet the SLAs of

this RFP 3.5. Role of TSTS

1. Tender Management 2. Contract Finalization 3.6 Entry and Exit Management

a) Exit Management - The equipment handed over on completion of contract - Upon completion of Contract period, the outgoing vendor has to execute a proper knowledge Transition to the new vendor. The vendor shall handover (return) all the equipment back to the Department after the contract period in good and working condition.

b) Entry Management - The selected vendor shall plan an entry time of one month for knowledge transfer from the existing vendor. The incumbent vendor shall deploy his resources one month prior to the start of the formal contract period at the Data Centre and field Offices and ensure that proper Knowledge transfer is obtained.

3.7 Implementation – Handing/taking over of equipment period from the date of signing the agreement within 30 days

a. On the date of signing the agreement, the bidder should keep ready the approved inventory with the purchase value indicated there on, which will be the basis for calculation of MS charges.

b. From the date of signing the agreement, the Facilitator should take over the MS of all the systems and extend the FMS.

c. The Department will provide access to the inventory of all locations from the date of agreement.

d. The Facilitator should position the Engineers with requisite qualification as agreed for MS and for Facility Management Services separately from the date of signing the agreement.

e. The Facilitator should maintain the following Registers at Dept.,/Locations.

o Attendance Register for FMS staff o Call Maintenance Register

o Spare Parts Register

o Any other Register as prescribed by the Department or it’s representatives.

f. The work being done by the Facilitator will be inspected at any time by the representative of department and or TSTS.

g. The Facilitator should generate necessary MIS reports on maintenance & FMS from time to time as required by the Department.

Commercial Taxes Department

REQUEST FOR PROPOSAL (RFP)

For

“Annual Maintenance Contract (AMC) and Facility Management (FM) Services of IT Infrastructure”

For

Commercial Taxes Department

Government of Telangana and Andhra Pradesh

May, 2017

Prepared by

Telangana State Technology Services Ltd., 1st floor, C-Block, BRKR Bhavan, Tankbund Road

Hyderabad – 500 063.

Contents

Section-1. Invitation for Competitive bidding

“Annual Maintenance Contract, Facility Management of IT Infrastructure” For Commercial Taxes Department

Section-2. Pre -Qualification Criteria

Services

Section-3. Scope of Work

3.1. Introduction to the Commercial Taxes Department