ICMR-NATIONAL INSTITUTE OF EPIDEMIOLOGY

AYAPAKKAM, CHENNAI - 600 07

PHONE: 26136311, 26136164

ENQUIRY NO.NIE/P/GHSA/S/35/2017-18 DATE: 04/08/2017

For NIE Website

SUB: QUOTATION FOR SOFTWARE DEVELOPMENT IN IVRS AND SMS - REG

Dear Sir/ Madam,

Please quote your RATE for the under mentioned Software Development. Your

sealed quotations must reach this office on or before 16.08.2017 4.30P.M with PAMPHLETS. THE

QUOTATION MUST BE posted in SEALED ENVELOPE DULY SUPERSCRIBED AS:

QU

QUOTATION FOR: - Software Development IVRS and SMS based online

system for Data Aggregation, Reporting and Management Information

Systems for EBS – Reg.

ENQUIRY NO.NIE/P/GHSA/35/2017-18

DUE DATE: 16.08.2017, 4.30 P.M.

The procurement of the above software is subject to the terms and conditions stated

below. The offers are liable to be rejected if the supplier FAILS to comply with the

conditions.

DESCRIPTION OF ITEMS

AS PER ANNEXURE - I (Pages 1 to 14)

TERMS AND CONDITIONS:

AS PER ANNEXURE - II

Yours faithfully,

SENIOR ADMINISTRATIVE OFFICER

ANNEXURE - I

Technical Specification for

IVRS and SMS-based Systems for Event

based surveillance (EBS)

National Institute of Epidemiology, Chennai

Scope of work.

This document provides an overview of understanding requirements of workflow,

logic and information needs for design and development of SMS & Interactive Voice

Resposne (IVR) based system for Event Based Surveillance Systems (EBS).

Major Components of the System

1. An IVRS & SMS-based Interface between the field office and the software

application for real time data capture with two-way communication

2. A backend software application for data aggregation and automatic generation of

reports in the prescribed formats for NIE to be sent by email based on the provided

schedule.

3. A responsive web app for NIE to view management information system (MIS)

reportsof this surveillance.

Picture 1: Event based Surveillance System (EBS)

SMS

IVRS

Ba ke d soft are

appli atio

Respo si e e App

Co po e t Co po e t Co po e t

Technical requirements:

1. Installation commissioning interactive voice response system with related software

and necessary hardware with PRI connection

2. The software system should support outbound SMS through API, voice broadcast and

capable to provide restful API service.The software system should have inbuilt SMS

module.

3. Software should be developed on latest technologies. Preferably on Angular js, Node

js and MySQL or Equivalent.

4. The bidder should facilitate NIE to procure services and hardware required for

installation of IVRS and SMS based EBS system. Payment for this services and

hardware will be directly done by NIE.

5. The successful bidder should provide necessary training to NIE and other key staffs

on how to use the application and handle it more effectively.

6. The system should announce following choices of languages: announcement in

english, tamil, and announcement in combination of any of the above.

7. Server will be provided by NIE

8. Data generated from this system should be saved in the prescribed format at NIE

server for retrieval and integration

9. The successful bidder should demonstrate IVRS and SMS , inbound & outbound,

retrieval responsive web App.

2. Functional Requirements:

2.1. Daily Data Collection Module

Receive daily data from the different field users through voice call using IVR and

SMS for the day.

Send Error Notification by SMS to Field User if the SMS/IVR Format is Invalid

Forward the Message to concerned persons of the area from where event reported

through IVRS voice call or SMS.

2.2.Daily Data Presentation Module

Send SMS to EOC with Division-level Performance Statistics for the Day at 4.00

PM

Send Email to EOC in the prescribed consolidated Report Format at 4.00 PM

2.3.Decision Support System (for the NIE Scientists)

Provide a Web-based interface with Dashboard

Provide pre-formatted MIS Reports

Data collected should be stored in prescribed format to support analytical

reporting including drill-down/up, multi-dimensional analysis, pattern study and

machine learning in future

2.4.Configuration of the System

The EOC should be able to input the Monthly Targets for each Field User in their

Division

The Field Users' Mobile Nos. must be mapped to their Location, identifiable by

the unique mobile number used to register.

There should be provision to add and delete users.

There should be provision to create and edit the user groups.

There should be provision to update the field user profile (mobile numbers and

their details) to ensure concerned person received the message, considering

relocation and re allocation of staffs.

Field users should be assigned a role of volunteer/health staff

(VHN,HI,MO,BMO,BHS, DSU, SSU, district and state officials) for EBS system.

This roles should be used during the workflow and logic of the EBS system.

3. Workflow and Logic.

Picture 2: Workflow and logic of Event based Surveillance System (EBS)

3.1.Community level Volunteers:

Picture 3: First level communication (Volunteers)

Once Volunteer

come across /heard

some health events

(1-7) & service issues

(8,9) Error notification / Acknowledgement

through SMS & IVRS

IVRS

EBS backend

software

application

(Hosted at NIE

SMS

CommunityVolunteers

(6Signals) Asandwhensignalisknown,

volunteersendnumber1to7

(E.g.:1 forevent-Anyperson

withfeverandrashin

community,underEBS)

School&Anganwadi

(SchoolAbsenteeism)

Services(8,9)

Server

SMS&IVR

Message(IVR&SMS)senttoVillageHealthNurse(VHN)(E.g.:SMSAutoID,VolunteerNumber,Eventnumber,Villagename,Eventshort

descrip on)IVR:Eventshortdescrip on<from>Villagename<Reportedby>Volunteernumber

VHNgetaddi onal

informa on

fromVolunteer

Discard

(E.g.:EBS0002[OTP],D)

Verify

(E.g.:EBS0002[OTP],V)

TelephonicCall

Event Based Surveillance (EBS) system

MessagesenttoHealthInspector(HI)ForEg:SMS:AutoID,VolunteerNumber,Eventnumber,Villagename,Eventshort

descrip on

IVRS:Eventshortdescrip on<from>Villagename<Reportedby>Volunteernumber

Discard

(E.g.:EBS0001,D)

Respond(E.g.:EBS0001,R)

Monitor

(E.g.:EBS0001,M)

Field

verifica on

byHI

SMS/IVR

Volunteer

VillageHealthNurse

HealthInspector

• AllSMSsent/

receivedat

serverwill

automa cally

markedcopy

toMedical

officer(MO),

BlockMedical

Officer(BMO),

BlockHealth

Supervisor

(BHS),District

Surveillance

Unit(DSU)

withassigned

prefix

in

message tle

• IfVHNsend

SMS/IVRas

Verify ,SMS

willbesendto

HIforfield

verifica on

• IfHIsend

Respond ,

DSUwillbe

no fied

• IfHIsend

Monitor ,

Reminderwill

besentto

sameHIa er

7daysfor

followupShortAc on

TakenReport

SMS/IVR

SMS/IVR

SMS/IVR

SMS&IVR

Step 1: Volunteer will report to EBS system through SMS and IVR

Format of SMS and IVR will be fixed as below:

a. SMS: < event code >

“1” for event 1 under EBS.

b. IVRS

Press “1” for event 1 under EBS.

For each correctly reported SMS & IVR, acknowledgement should be sent to

the volunteer as

“Thanks for reporting < case of fever with rash> from <Ayyapakkam >

For each incorrect SMS & IVR, Error notification should be sent to the

volunteer as

“Please send the code 1-9 as per the EBS or call 1800********998 to

report”

Note:

Single digit value of “1 to 9” will be used under

EBS.

Formats provided here is all for understanding and SMS & IVRS format will

be finalized after demonstration.

3.2.Community level Health workers:

Picture 4: Second level communication (VHN)

Health worker

(VHN, MO)

Error notification / Acknowledgement

through SMS & IVRS

Signal Response SMS & IVR

EBS backend

software

application

(Hosted at NIE

Event reported by Volunteer SMS

Step 1: Communicating event reported to VHN

a) SMS sent to VHN for Event reported by Volunteer.

SMS: Auto ID <comma><space>Volunteer Number

<comma><space>Event number<comma><space>

Village name <comma><space> Event short

description

For e.g., EBS001, 98*******907, Mathur , 1, Fever with rash

b) IVRS message to VHN for Event reported by Volunteer

IVRS: Event short description <from> Village name <

Reported by > Volunteer number

For e.g., Fever with rash from mathur village reported by

9442335449

Step 2: VHN response after verification:

a) SMS: ID (Auto generated id-Number. for each message)

<comma><space> Event status (“V” for verified or “D” for

discard)

For e.g., EBS0001, V

b) IVRS:

IVRS should tell recent 9 events to be verified by VHN from her

areas with village name of the volunteer and ask to press “1-9” to

give response (selection of event for which she is going to

provide response now)

On pressing “1”, IVRS will ask to press “1” for verified and “2” for Discard

Should give summary of response “You have successfully

verified/Discard the Event “fever with rash” from “Village

name”.

Step 3: If VHN itself sends “1-9” send message directly to second level field

health worker

Step 4:Error notification / Acknowledgement.

For each correctly reported SMS & IVR, acknowledgement should be

sent to the volunteer as

“Thanks for verifying < case of fever with rash> from

<Ayyapakkam >

For each incorrect SMS & IVR, Error notification should be sent to

the volunteer as

“Please verify the event reported from correct village.

3.3.Second level Field Health workers:

Picture 5: Third level communication (HI)

Step 1: Communicating event verified by VHN to HI (Second level field health

workers)

a) SMS sent to HI for Event verified by VHN.

SMS: Auto ID <comma><space> Event short description

<comma><space> Event number <from> Village name

<comma><space> Volunteer Number

For e.g., EBS001, Fever with rash, 1, from mathur , 98*******907,

b) IVRS message to HI for Event Verified by VHN

IVRS: Event short description <from> Village name < Reported by

> Volunteer name

For e.g., Fever with rash from mathur village reported by

somasundaram

Step 2: HI response after verification:

a) SMS: ID (Auto generated id-Number. for each message)

<comma><space> Event status (“M” for Monitor or “R” for

response or “D” for discard)

For e.g., EBS0001, R

b) IVRS:

o IVRS should tell recent 9 events to be verified by HI from

his/her area with village name, name of the volunteer and ask to

Error notification / Acknowledgement

through SMS & IVRS

Signal Response SMS & IVR

EBS backend

software

application

(Hosted at NIE

Event reported by VHN SMS

Second level field

Health worker

press “1-9” to give response (selection of event for which she is

going to provide response now)

o On pressing “1”, IVRS will ask to press “1” for monitor and “2” for response and “3” for discard

o Should give summary of response “You have successfully

monitor/Discard/ response the Event “fever with rash” from

“Village name”.

Step 3: Error notification / Acknowledgement.

For each correct formatted SMS & IVR, acknowledgement should be

sent to the volunteer as

“Thanks for verifying < case of fever with rash> from

<Ayyapakkam >

For each incorrect SMS & IVR, Error notification should be sent to the

volunteer as

“Please verify the event reported from correct village.

Monitor and Respond: Reminder alert to be sent to second level field health worker

If “R” is reported by Second level field health worker, reminder should be sent from

NIE server after 7 days in the below format

a) SMS: ID (Auto generated id-Number. for each message)

<comma><space> Event status (“M” for Monitor or “R” for

response or “D” for discard)

For e.g., EBS0001, R

b) IVRS:

IVRS should tell recent 9 events reported as monitor to be verified by

HI from his/her area with village name, name of the volunteer and ask to

press “1-9” to give response (selection of event for which she/he is

going to provide response now)

On pressing “1”, IVRS will ask to press “1” for monitor and “2” for

response and “3” for discard

Should give summary of response “You have successfully

monitor/Discard/ response the Event “fever with rash” from “Village

name”.

3.4.Central Health officials:

Picture 6: Fourth level communication (VHN)

EBS backend

software

application

(Hosted at NIE

Event reported by HI SMS

Health officials

PHC, Block, District,

State, EOC

a) SMS sent to Health officials for Event verified by HI.

SMS: Auto ID <comma><space> Event short description

<comma><space>Event number<comma><space>

Village name <comma><space> Volunteer Number

For e.g., EBS001, Fever with rash, Mathur , 1, 98*******907

b) IVRS message to Health officials for Event Verified by HI

IVRS: Event short description <from> Village name <

Reported by > Volunteer number < from> Block name

For e.g., Fever with rash from mathur village reported by

9442335449 from Ikkadu block

Note:1

All events reported from volunteers should be sent to MO/BMO by SMS

All VHN response should be sent to MO/BMO by SMS

All HI response should be sent to MO/BMO by SMS

All HI responded as “Respond” should be sent to DSU, District officials as SMS

It should be ensured that zeros are sent for NIL counts.

Date denotes date of message.

3.5 WebApp:

Should be able to capture the following

Sending SMS to field users and groups manually.

Call logs

Reports

Dashboard

Division wise

Role wise

Message and status consolidation.

Download data.

4. Reports

Following reports has to be generated Daily/Weekly/Monthly and sent as SMS to

respective officials.

Daily call and SMS reports

Village/HSC/PHC/Block/District/state wise call reports

Call detail tracked record (CDR) reports

Call recording (mp3) reports

4.1. Email Format: Daily Performance Report of Division

The Following Fields shall be displayed in the Reports sent out on a daily basis:

1. Collection Report - DD-MM-YYYY (Today - 1)

Sub-Grouping:

District and Block-wise Tabulation (for each Sub-Group)

Summary (Total) of Columns for Sub-Groups

Grand Total of Columns for all Groups

2. Consolidated Collections - DD-MM-YYYY (Today - 1)

The Report sent by Email will be an aggregation of the Division-level

Reports in the format provided by the Department.

4.2. Email Format: weekly/ monthly Performance Report - All Divisions

The Grand-Total row of all the Reports of the Divisions shall be sent as an email

to EOC

The Report sent by email will be an aggregation of the State/District-level

Reports.

5. User access:

5.1.EOC users

5.2.EOC Officials

5.3. Super Admin

6. Stakeholder responsibilities.

6.1 Agency Responisbilities

Design and Development

Facilitate NIE to procure services and hardware required for installation of IVRS

and SMS based EBS system.

Plan activities and monitor progress

Report status to client on a regular basis

Testing and bug fixing

Fixing bugs identified in User Acceptance Testing (UAT)

Provide training during the Implementation phase till launch

Maintenance of the Application and Server until the end of the Contract Period.

6.2 NIE responsibilities

Provide inputs for system requirements

Provide relevant contents, facts and figures for the System

Review requirements specifications and provide timely clarification to all queries

User acceptance testing

Procure and provide the hosting solution and infrastructure

Make timely payment as agreed

Ensure data entry is made by the respective officials for updating the system

wherever applicable

Annexure – II

Terms and Conditions: 1. Price:

The Rates shall include all applicable taxes and charges for the Software

Development as mentioned in the Annexure - I.

2. Experience Certificate:

The bidder must have experience of similar two works in respect of any Govt./Semi Govt.

offices / Reputed private Organization and documentary evidence to be submitted in support

thereof with the quotation

3. Delivery Terms

The Software is time bound and the time schedule has to be adhered to complete the works. The

successful bidder shall complete work strictly within the accepted period of 30 days.

4. Quality of the Software:

Developed Software shall confirm to the specifications as given in Annexure – I to the

satisfaction of the Electronic Data Process Section at NIE.

5. Payment:

100% Payment shall be made only after development of Software in good condition

along with successful demo and satisfactory Installation report received by competent

authority. No advance payment will be made. The payment will be made by NIE by

NEFT Transfer to the bank account as mentioned in the bank mandate.

6. Quotation Validity:

If not mentioned otherwise quotation shall remain valid for acceptance for a period of

180 days from the date of opening prescribed in the quotation document. Any

quotation valid for a shorter period shall be treated as unresponsive and rejected.

7. Queries and Clarification:

The queries in the form of an e-mail should reach the following e-mail ID:

cdc.ghsa2016@gmail.com

By Phone 044 -26136347 / 26136340 / 26136311

8. Others General Terms and Conditions

a. Only sealed quotation will be accepted

b. Quotation sent through open letter or email will not be entertained

c. The Supplier shall submit the copy of PAN Number, TIN Number, GST Number,

Bank details along with quotation.

d. Supply should be as per specification

e. Director, NIE, reserves the right to reject any quotation wholly or partly without

assigning any reason.

f. No claim for any extra payment for any reason shall be entertained.

g. All the rates and amount shall be quoted in whole denomination of the Indian

Rupee.

h. All the communication with respect to the quotation shall be addressed to:

THE SENIOR ADMINISTRATIVE OFFICER

ICMR-National Institute of Epidemiology

No. R-127, Tamil Nadu Housing Board,

Ayapakkam, Chennai – 600 077.